Assessment Of Consumer Satisfaction Of Dhl In China

1.Introduction.

2.Procedures.

3.Findings:

a.Background and Brief Introduction

b.The Service Range

c. The Main Service Items

d. The Service Coverage

e. The Service Costs

f. Competition

g. Questionnaire Results

4.Conclusions.

5.Recommendations.

6.Appendixes:Questionnaire about the consumer satisfaction of services of DHL in China

1.Introduction

As requested, this report is based on an market research on the consumer satisfaction of the services of DHL in China.

This report gives an introduction of its services and reveals the benefits and as well the drawbacks of the services of DHL in China, in the increasing logistics market in China, for DHL in China itself and also the customers.

2.Procedures

All the information in this report are gathered from:

Questionnaire about the consumer satisfaction of services of DHL in China;

Http://www.cn.dhl.com.

Http://www.cpw.com.cn

Http://www.forbes.com/home/commerce

Http://www.us8cn.com

3.Findings

a. Background and brief introduction

Established in U.S.A. 1969, with the concept saying "Customers stood to save a fortune", DHL has decades of history, abundant experience and high level of skills of sending files and goods quickly through the international airflight.

During its development, DHL expanded its coverage of services throughout the world, including Middle East, Africa, Asia, Europe and so on. Till 1988, the number of its service for different countries has updated to 179 and over 16,000 employees are within its company. In nowadays, as one of the top 4 express and logistics corpotations worldwide, DHL has become the pioneer of the Worldwide Express, Continental Transportation and Air Freight and also the largest global logistics supplier of Ocean Freight and Contractual Logistics.

DHL in China, known as joint venture of DHL-Sinotrans, Danzas Air&Ocean China and Sentaifei was formed in 2003 in the end.

b.The Service range

The service of DHL in China can be divided into five main aspects as Express Services, Logistics Solutions, Road and Rail Freight, Air and Ocean Freight and Industry Solutions. Its range of services, as you can see, nearly covers all the parts of our daily life and business work.

c. The Main Service Items

With specialized orients, each aspect of the service has several supporting items of services, which can be seen from the below content:

Express Services, as express delivery for express needs, has 4 items: Same Day, Value-added Services, Time Definite, Specialized Services and Direct Service Access(StartDay Express, MidDay Express, Worldwide Document Express and Import Express).

Logistics Solutions is customised logistics and IT services for global companies, specializing in: Consultancy, Returns & Parts Management, Value Added Services,Specialist Services,Integrated Supply Chain,Warehousing and IT Solutions.

Road and Rail Freight, your road and rail connection to European markets, which has:Trade Fairs and Events and Industrial Projects.

Air and Ocean Freight, being the global network for air and ocean freight, has: Air Freight, Ocean Freight, Industrial Projects, Customer Program Management and Domestic Air Freight.

Industry Solutions is the consultancy and project management for global industries, having:Automotive, Engineering/Manufacturing, Healthcare/Life Sciences, Chemicals, Consumer, Other,Retail,Industrial Projects,Technology and Dangerous Goods.

All these items above show the strenghs of the services of DHL, which are obviously convenient for customers' daily needs and business demands. And also, the wide range of the services is available for customers to choose from.

d.The Service Coverage

Having the largest network of express delivery service and air freight service in China, DHL has more than 90 branches, covering over 24 provinces and 318 cities, from the northeast to the middlewest and the southwest.

DHL has launched its First in China strategy on the kick off of the 20th anniversary of DHL-Sinotrans, China's first international express joint venture. The First in China strategy reaffirms DHL's long-term commitment to China and heralds further expansion of capacity and investment amid a boom in China's express and logistics market. With the investment about US$24 million to build the DHL-Sinotrans Headquaters, DHL has committed over US$900 million into its Greater China operations in recent years, including US$400 million in Air Hong Kong, its joint venture with Cathy Pacific; US$210 million in the Central Asia Hub, which serves Hong Kong and the Pearl River Delta; and US$273 million to expand and enhance its infrastruture network in China since 2003.

The large coverage of network indicates the power of DHL and how successful it meets the request of the immense market in China. This, can be considered, is the vital point to offer convenience for customers around the whole country and take hold of the market, and finally win the competition in the field.

e. The Service Costs

DHL, declaring to sell its services at the best price, has always been praised for its suitable price as its claimed. To illustrate, if you order an exporting service from China to U.S. of a product of 1 kilogram, an International Express Delivery will cost 280RMB; an International Parcel Delivery would cost 380RMB; a Treasure Trunk costs 1988RMB and a smaller one may cost 988RMB, while the costis of an importing service from China to U.S. of an objective of 1 kilogram will be 330RMB for Importing Document