A Study on the Competitive Factors in the Courier Industry and Their Impact on Customer Satisfaction and Loyalty : Focusing on SF Express in China

With the acceleration of global economic integration, the courier and logistics industry is emerging as a core sector of national economies, underscoring its growing importance. In recent years, the rapid growth of the courier market in China has spurred intense competition among global logistics companies. This competition spans various dimensions, including service quality, branding, pricing, and transportation modes. Consequently, a comprehensive analysis of these competitive factors is essential for developing sustainable strategies for courier enterprises. This study examines the impact of perceived service quality, pricing, logistics channels, and brand image on customer satisfaction and loyalty through a structural equation modeling approach, focusing on customers of SF Express, a leading courier company in China. The findings reveal that the competitive factors considered in the model—service quality, pricing, logistics channels, and brand image—all significantly influence customer satisfaction and loyalty in the courier sector.