Determinants on Customer’s Satisfactions Towards Hostel Industry in Malaysia

Table of Contents

Topic：Determinants on customer satisfactions forward SF express in China        3

CHAPTER 1        3

INTRODUCTION        3

1.1 An overview of SF express        3

1.2 Problem Statement        4

1.3 Research Objectives        5

1.4 Research Questions        6

1.5 Research Conceptual Framework        6

1.6 Research Hypotheses        6

1.7 Significance of the study        7

1.7.1 Researcher        7

1.7.2universtiy and students        7

1.7.3 Customers        7

1.8 Problem and limitation        7

1.8.1 Respondents        8

1.8.2 Time constraint        8

CHAPTER 2 LITERATURE REVIEW        8

Introduction        8

2.1 An overview of customer’s satisfactions        8

2.2Factors that influence customer’s satisfaction demand SF express        10

2.2.1 Service quality        10

2.2.2 Logistic price        12

2.2.3 Internet operation management        14

CHAPTER 3 RESEARCH METHODOLOGY        18

3.1 Introduction        18

3.2 Research design        18

3.3 Geographical location of study        19

3.4 Population and Sample Size        of study        19

3.5 Sampling technique        19

3.6 Data collection        19

3.7 Statistical test used        19

3.8 Pilot study        19

CHAPTER 4 DATA ANALYSIS AND FINDIN        20

4.0 Reliability Statistics        20

4.1:Descriptine analysis        20

4.1.1 :Frequency analysis-Gender        20

4.1.2: Frequency analysis- Nationality        21

4.1.3: Frequency analysis-The time of the visitor        22

4.1.4: Frequency analysis-income        23

4.1.5: Frequency analysis- Types of career        24

4.1.6: Frequency analysis- Education and culture        25

4.2 Pearson Correlation Results        26

4.3 Regression Result for Hypothesis 1        28

4.4 Regression Result for Hypothesis 2        29

4.5 Regression Result for Hypothesis 3        30

4.6 Conclusion        31

CHAPTER 5 ONCLUSION AND RECOMMENDATION        31

Introduction        31

5.1 Finding and Conclusion        31

5.2 Limitations of the study        32

5.3 Areas of further research        33

Reference        34

Appendix        37

Topic：Determinants on customer satisfactions forward SF express in China

CHAPTER 1

INTRODUCTION        

1.1 An overview of SF express

SF Express has been focused on service quality improvement as well as market demands satisfaction since its establishment in 1993. Several strong business services have been established, such as express delivery services, market development, information collection, logistics and distribution. Moreover, SF also established a national service network. It is also overseas business. There are many services of SF Express that has been launched，namely the USA，Australia，Malaysia Singapore, Japan，South Korea, Thailand and Vietnam. In mainland China as well as foreign regions/countries，the company owned almost 7.6 thousand service centers, 240 thousand employees, 14 aircrafts and 10 thousand vehicles in total until January 2014.

The growth of express delivery industry in China is extraordinary rapid, and this industry became large scales in thirty years. In the year 2008 of China，more than 5 thousand express enterprises has been registered and approximate 23.1 million people has been employed in this industry. Nevertheless，there are increasingly fiercer competition in the express industry and also increasingly express companies with the demand to provide safer and faster services. Some direct services have been launched, for example “door to door”, “table to table”. What's more, some faster service started in some companies so as to shorten the time of delivery, like “next day (morning) delivery”. Hence，the strategy of express enterprises is to from company core competition ability in order to meet the satisfaction of more customers.

Thus, accordingly, the key factor of express enterprises’ core competence is “customer value strategy”. “Customer value strategy”is not only the improvement of services qualities or service technologies, but creating value for customers to satisfy them.

For the prior year，there were 9.19 billion pieces accumulated of the express companies which were above specified size of the trading volume and an increase of 61.6% year-on-year. And the revenue reaches 144.17 billion RMB，an increase of 36.6% year-on-year. The size of china express waybill market in the same year was 9.2 billion. Specifically, with regard to waybill, the sticker one raised by 63% to 7.5 billion pieces year-on-year, and non-sticker one increased by 55% to 1.7 billion pieces. Meanwhile, the scale of express packing list envelope hit 3.14 billion pieces in China, as 53.3% year-on-year, of which, 50 percent were exported to 4 leading express enterprises worldwide. The size of express destructive plastic bag market in China peaked by 71% year-on-years to 5.3 billion pieces in the year 2013.