Proceedings of ICLT 2023
GEN-Z CUSTOMERS’ SERVICE PREFERENCE FOR EXPRESS DELIVERY ENTERPRISES: A CASE STUDY OF CHINA
V. Cherapanukorn; K. Wannagoat; D. Wu
College of Arts, Media and Technology, Chiang Mai University, Thailand; College of Arts, Media and Technology, Chiang Mai University, Thailand; College of Arts, Media and Technology, Chiang Mai University, Thailand
International Conference on Logistics & Transport 2023, Helsinki, Finland, pp. 127-135
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Abstract
Purpose: The study aims to identify the decision-making factors of Gen-Z customers towards a service of five different express delivery enterprises, which includes SF, ZTO, YUNDA, YTO and STO, based on TOPSIS method. Design/methodology/approach: As a pilot study, this research was conducted by interview 24 Gen-Z customers who are the students at Yunnan University during the year 2023 by adopting the TOPSIS technique to analysis the customer service preferable factor towards the express delivery enterprise’s service. Findings: The results show that Timeliness is the most important factor that influences on customer satisfaction for the express company’s service, following by security, convenience, price, customer service and courier. Moreover, the private express enterprises evaluation result based on TOPSIS method show as follows: SF (0.810), ZTO (0.404), YUNDA (0.269), YTO (0.187) and STO (0.183). Research limitations/implications: As a pilot study and a limitation of time, there is a small sample size of the interview group. Also, the data was collected with the students from Yunnan University only. Therefore, the further study should concern to improve its validity by expanding the sample size for the study in future. Practical implications: The express delivery enterprise may apply the suggestions to improve its services for satisfying this customer group’s preferable and requirements. Originality/value: There is limited study focusing on Gen-Z satisfaction towards the service of express delivery company. This customer group will become the largest and most important market in the future. The results show the suggestion factors that help the shopping company to improve their service and competitive advantages.
Keywords
Express company; Customer preference; Gen Z; China; TOPSIS
Citation
V. Cherapanukorn; K. Wannagoat; D. Wu (2023). GEN-Z CUSTOMERS’ SERVICE PREFERENCE FOR EXPRESS DELIVERY ENTERPRISES: A CASE STUDY OF CHINA. Proceedings of the International Conference on Logistics & Transport (ICLT 2023), Helsinki, Finland, pp. 127-135.