Assessment Of Consumer Satisfaction Of Dhl In China

Assessment Of Consumer Satisfaction Of Dhl In China

Length: 1814 words (5.2 double-spaced pages)

Rating: Excellent

Open Document

Essay Preview

More ↓

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.

How to Cite this Page

MLA Citation:
"Assessment Of Consumer Satisfaction Of Dhl In China." 123HelpMe.com. 08 Dec 2019
    <https://www.123helpme.com/view.asp?id=163713>.

Need Writing Help?

Get feedback on grammar, clarity, concision and logic instantly.

Check your paper »

Marketing Mix Tools when Going from America into China Essay

- ... The researcher might use existing information on the performance of Western manufacturers in the domestic market from magazines and online sites in addition to monitoring the trends in the market in china. After the assessment, a comparison of the findings should be made after which the relationship between increase in sales and the use of pricing as a marketing tool should guide the marketers in setting up price for Sabon products in China. Marketing techniques The researchers will use advanced technological tools in measuring the satisfaction of consumers form the use of different commodities in the marketplace....   [tags: price, brand, delivery time, product quality]

Research Papers
1048 words (3 pages)

McDonalds Consumer Satisfaction in China Essay

- 1. Introduction As requested, this report is based on a market research on the consumer satisfaction of the services of McDonald's in China. This report shows McDonald's background , history, an introduction of its services and reveals the benefits and the drawbacks of the services of McDonald's in China, in the increasing restaurants in China, for McDonald's in China itself and also the customers. Also, there are some recommendations for McDonald's. 2. Procedures The information shown in this report was gathered from: http://www McDonald's com/ http://www.bokee.net/newcirclemodule/article_viewEntry.do?id=464256&circleId=111136 http://www.mcdonalds.com.tw/ http://en.wikipedia.org/wiki/Mc...   [tags: China Mcdonalds Market Marketing]

Research Papers
1989 words (5.7 pages)

Job Satisfaction And Delegate Satisfaction Essay

- JOB SATISFACTION Work satisfaction or delegate satisfaction has been portrayed in an extensive variety of ways. Some trust it is basically how content an individual is with his or her occupation, by the day 's end, paying little respect to whether they like the livelihood or individual perspectives or parts of occupations, for instance, nature of work or supervision.[1] Others trust it is not too silly as this definition prescribes and rather that multidimensionalpsychological responses to one 's occupation are involved.[2] Researchers have moreover seen that occupation satisfaction measures shift in how much they measure estimations about the business (brimming with feeling vocation satis...   [tags: Job satisfaction, Employment, The Work, Energy]

Research Papers
702 words (2 pages)

The Service Quality And Customer Satisfaction Essay

- 2. Literature review The literature review is to present the already known – researched information of the areas that are related and meaningful to this research study (Saunders et al. 2012). Thus, the literature review will not only contribute in getting a much greater understanding in the research topic but also will enable to identify the gaps that need to be researched or questions that are not clearly answered. By classifying and examining previous studies the appropriate information and clear understanding will be achieved that will allow and also ensure that the current study is not repeating the same research or answering same questions....   [tags: Service, Service provider, Customer satisfaction]

Research Papers
1228 words (3.5 pages)

The Relationship of Job Satisfaction Among Employees Essay

- This present study will focus on the relationship of job satisfaction, self-esteem and stress among organizational employees. Job satisfaction is an attitudinal variable reflecting an employee’s overall feeling toward the profession of an individual. According to Locke (1969) job satisfaction has been defined as pleasing emotional state that results from the assessment of one's job or experiences of an individual’s job. Job satisfaction is an emotional state related to an individual’s work conditions and culture of an organization....   [tags: job satisfaction, employees, workplace]

Research Papers
1656 words (4.7 pages)

Psychological Assessment Of Psychological Assessments Essay examples

- In the first four chapters of the book, Hood and Johnson examined closely the uses, nature, measurement concepts and initial and outcome assessments of psychological assessments used in Counseling Psychology. Psychological assessments are used by counselors to “identify the nature of a client’s concern and to consider possible treatment approaches” (p.3). Additionally, the assessment data derived from assessments is used by counselors for planning and evaluating programs. The assessment process is therapeutic in that it assists clients in clarifying goals and gives them a “sense of perspective and support” (p.3)....   [tags: Psychometrics, Assessment, Psychological testing]

Research Papers
1100 words (3.1 pages)

Essay about Leadership Styles And Job Satisfaction Among Teachers

- Leadership Styles and Job-satisfaction among Teachers of Sardar Patel Kelwani Mandal Jetpur ________________________________________ Dr. Sushil Kumar Dubey, Principal, SPKM Mahila B. Ed. College Jetpur Pin- 360370, E-mail: drsushil.edu@gmail.com ; Email: Sushil.bed@gmail.com http://www.spkmbedcollege.org, ________________________________________ Abstract: The aim of the researcher and the paper was to study the relationship between Leadership Styles and Job-satisfaction among Teachers of Sardar Patel Kelwani Mandal Jetpur....   [tags: Leadership, Management, Job satisfaction]

Research Papers
2013 words (5.8 pages)

Essay about Assessment : Formative Assessment And Summative Assessment

- Assessment “Children do not always learn what we teach. This is why the most meaningful assessment does not happen at the end of learning- it happens during the learning when there is still time to do something with the information” ( Wiliam, 2011). To me, this quote reflects a big part of the meaning of assessment. Assessment is the process involving measuring the learning and performance of students or teachers. It involves documenting, usually in measurable terms, knowledge, skills, attitudes, and beliefs....   [tags: Assessment, Formative assessment, Evaluation]

Research Papers
1006 words (2.9 pages)

Dhl: Global Market Leaders Essay

- DHL: Global Market Leaders Abstract This paper is about customer relationship polices and how they are key to the success of a business. It talks about businesses taking care of their internal/external customers’ needs, receiving and handling customer feedback, and meeting customer’s demanding expectations. DHL: Global Market Leaders Introduction Marketing is the competitive/creative business strategy designed to captivate/hold the attention of individuals or companies towards an exchange of goods or services, retain old customers, and attract potential customers, to beat-out the competition, all for a pr...   [tags: Business Strategy Analysis Management]

Free Essays
1128 words (3.2 pages)

Essay about Fedex, UPS and DHL

- History In 1913, C.J. Tower & Sons, forerunner to FedEx Trade Networks subsidiary FedEx Trade Networks Transport & Brokerage, begins operation as a customs broker in Niagara Falls, N.Y. It was not until 1971 that Federal Express Corporation was founded in Little Rock, Ark. In 1975, FedEx installed the first drop box for the public and since then the company developed and maintained a strategic leadership in managing a broad group of transportation services, e-commerce and other business services....   [tags: Business Analysis Compare Fedex UPS DHL]

Free Essays
2014 words (5.8 pages)



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 and 480RMB for Importing Parcel.

f. Competition
Besides DHL,the other 3 top logistics corporations in the world are FeDex, UPS and TNT and they are also the main supply chain providers in China.Comparing to those two corporations' services in express and logistics, DHL has long been surrounded by the comments of late delivery and unqualified protection, which has caused obvious business losses. Additionally,their after-sale services have been also criticized for impatience, carelessness and ignorance.These have become obstackles in the way of DHL's development since the nature of their services is to deliver whatever,whenver and wherever the customers want to. And the drawbacks of DHL's services will give their competitiors more chances to win and they are more likely to take hold of the market sooner.

When comes to the positive sides of DHL,its superior priority in European market offers a strong and firm support and plenty experience for its tasks in China. DHL's advantage of 40% occupation in the market of supply chain and large coverage of services in China has strengthen its power.The investments of DHL on advertising and the feedbacks faded its opponents away,too.For examples, the advertisement of a delivery man as "loving soccer,loving express" has perfectly fit for the hot topic of FIFA in 2006. Another figure of a delivery man tried all he can to deliver through thunderstorms,providing best services and leaving troubles to himself, in the advertisement has impressed us deeply this year.

Another competitor is a local corporation,called Express Mail Services(EMS),which has great advantages of complete express network in China even though its services are poor. EMS has a better foundation of the public,which means it is much easier and possible for customers to adapt and choose, and better understanding of the psychological condition of the customers than DHL does,simply because it is established by the Chinese. These are the aspects DHL born to be lack of and increasingly desires to promote.

g. Questionnaire Results
Questionnaire about the consumer satisfaction of services of DHL in China
1.Are you used to sending files,business or personal letters and parcel to somewhere through exress delivery?
A.Yes B.No
55% 45%

2.UPS,FeDex,TNT,DHl and EMS,which express delivery provider you are much more familiar with?
A.UPS B.FeDex C.TNT D.DHL E.EMS
19% 13% 8% 23% 37%

3.Which express delivery provider you are more likely to choose when sending something?
A.UPS B.FeDex C.TNT D.DHL E.EMS
15% 17% 7% 23% 38%

4.Which of the below is the most impressive aspect of DHL to you?
A.Services B.Vision C.Staffing system D.Advertisement
33% 19% 11% 37%

5.What do you think of the services of DHL in China?
A.Cannot be better B.Good C.Not too bad D.Poor
3% 27% 33% 37%

6.What do you prefer to know more about of DHL's services?
A.Import Express B.Export Express C.National Express D.All of them
12% 24% 43% 21%

7.What aspect do you think of the services should be improved?
A.Brandname B.Price C.Safety D.Time E.Convenience F.Communication 10% 7% 12% 17% 9% 14%
G.Sales staff H.The way of paying I.Tracking J.Others(Including is large network in Europe)
12% 8% 7% 4%

8.What aspect do you has greater benefits of DHL in China?
A.Brandname B.Price C.Safety D.Time E.Convenience F.Communication 7% 17% 6% 7% 11% 10%
G.Sales staff H.The way of paying I.Tracking J.Others
12% 14% 13% 5%

(The original surveys are in the Appendixes)

4.Conclusions
Seen from all the informations gathered and also the questionnaire results, it revealed the benefits of the services of DHL in China, having wide range for available choices,well classified service items, complete local coverage of services, positive vision and brandname of the corporation,improved tracking system at lower price. These make DHL situated in the upper class in the field.

Though, the shortage of unqualified services, objectives unprotected,late delivery has turn the customers down a little.This can be fatal to DHL.

5.Recommendations
DHL should try the best to solve its long-term problems in express delivery,such as delayed delivery and unsafety,and after-sale services.A more complete network should be set up and more excellent staff should be trained or employeed.To win the the customers' appreciation and market share, DHL should emphasize the effectiveness of services and invest on the more developed areas with careful and convenient services. Improve the service system so both the customers and the managers inside the company can what the mistake is and where does it occur and then for the manager to take corrective actions.

6.Appendixes:
1.Are you used to sending files,business or personal letters and parcel to somewhere through exress delivery?
A.Yes B.No

2.UPS,FeDex,TNT,DHl and EMS,which express delivery provider you are much more familiar with?
A.UPS B.FeDex C.TNT D.DHL E.EMS

3.Which express delivery provider will you choose when sending something?
A.UPS B.FeDex C.TNT D.DHL E.EMS

4.Which of the below is the most impressive aspect of DHL to you?
A.Services B.Vision C.Staffing system D.Advertisement

5.What do you think of the services of DHL in China?
A.Cannot be better B.Good C.Not too bad D.Poor

6.What do you prefer to know more about of DHL's services?
A.Import Express B.Export Express C.National Express D.All of them

7.What aspect do you think of the services should be improved?
A.Brand-name B.Price C.Safety D.Time E.Convenience F.Communication G.Sales staff H.The way of paying I.Tracking J.Others(Including is large network in Europe)

8.What aspect do you has greater benefits of DHL in China?
A.Brand-name B.Price C.Safety D.Time E.Convenience F.Communication G.Sales staff H.The way of paying I.Tracking J.Others
Return to 123HelpMe.com