The Relationship between Customer Loyalty, CustomerSatisfaction, Customer Perceived Value, and Service Quality of SF Express in The Context of Artificial Intelligence

This study seeks to examine the correlation between SF Express's service quality ‎and perceived value, consumer satisfaction, and customer loyalty within the framework of ‎AI technology utilization. SF Express has had considerable difficulties in preserving its ‎current customer base due to the swift advancement of artificial intelligence and ‎e-commerce, along with heightened industry competition. This study used a questionnaire ‎to collect data and analyzed it with SPSS and AMOS software to closely look into this issue. ‎The results demonstrate that service quality significantly and directly improves customer ‎loyalty and positively affects it through the mediation of customer satisfaction. Subsequent ‎analysis indicates that the five characteristics of express service quality—timeliness, ‎security, responsiveness, tangibility, and empathy—substantially improve overall express ‎service quality. The findings indicate that the implementation of artificial intelligence ‎technology can substantially improve the service quality of SF Express, thereby increasing ‎consumer perceived value and fostering customer loyalty, which is crucial for the enduring ‎success of businesses. This study highlights the significance of express delivery services ‎from the customers' perspective and examines how several characteristics of service ‎quality affect customers' perceived value, satisfaction, and loyalty‎.