Author(s)

Bin Yang, Jian Xue^*

School of Economics and Management, Shanxi University of Science and Technology, Xi’an, China.

Customer stickiness plays an important role in freight forwarding companies. From the perspective of customer experience, this paper collects market feedback information through a questionnaire survey, and uses factor analysis to analyze the relevant influencing factors of customer stickiness. The results show that the reform of freight forwarding companies must start from the main factors affecting customer stickiness, in order to meet the market demand to a certain extent, maintain a stable customer base, and increase customer stickiness. Therefore, bringing the main factors that affect the stickiness of customers into the development process of an enterprise is bound to gain more market competitiveness in its response to the increasingly changing international market.

Customer Experience, Customer Stickiness, Freight Forwarding

Yang, B. and Xue, J. (2020) Analysis of Factors Affecting the Stickiness of Freight Forwarders Based on Customer Experience. American Journal of Industrial and Business Management, 10, 389-401. doi: 10.4236/ajibm.2020.102025.