EFFECT OF QUICK RESPONSE AND SUPPLY CHAIN EFFICIENCY TOWARD CUSTOMERS SATISFACTION TO USE EXPRESS DELIVERY COMPANY IN KUNMING, PEOPLE'S REPUBLIC OF CHINA

Abstract

The purpose of this study was 1) to study the importance of quick response patterns and supply chain efficiency and customer satisfaction, 2) to analyze the impact of quick response and supply chain efficiency on customer satisfaction, and 3) to model the causal factors influencing the quick response and efficiency of the supply chain on customer satisfaction using express delivery companies in Kunming, China. It is quantitative research. The sample consisted of 400 customers who have used the express delivery company approach. The research tool is an online questionnaire. Collect data through websites, WeChat, and applications. Data were analyzed by descriptive statistics including mean and standard deviation. Inferential statistics were analyzed with structural equations using Path Analysis.

The results showed that all factors were very important. Sorted from most to least, including supply chain efficiency, quick response, and customer satisfaction. The result of quick response had a direct effect on customer satisfaction, with a path coefficient equal to 0.991, followed by quick response had a direct effect on supply chain efficiency, with a path coefficient equal to 0.341, Lastly, the effect of supply chain efficiency had a direct effect on customer satisfaction, with a path coefficient equal to 0.009. Therefore, for customers who prioritize supply chain efficiency and speedy service, express delivery companies should prioritize their quality of service. They need to have a supply chain system that connects with everyone involved to achieve maximum efficiency.

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