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The purpose of this study is to enable a business engaged in a flow industry fully feel the quality and key factors of customers they serve in the competitive logistics industry and to enable that service quality is the quality that the customer pays attention to and the quality of the customers who deliver goods. Do customers' perceptions of the service quality of logistics industry come from their original expectations and actual perceived differences? Is the difference in perception is the key factor in satisfaction? In addition, is domestic customer service to foreign logistics industry similar to domestic counterparts? This study tries to find out its relevance and difference. And this paper uses Parasuraman, Zeithaml and Berry et al. (2015) to put forward the cross industry structure of quality and customer satisfaction, then applies it to the logistics industry as the main axis of this research and finds out how it is suitable. Keywords—Customer expectations; Satisfaction gap; Case study; Logistics

proceedings of the 2018 2nd international conference on education science and economic management (icesem 2018)

A Study of the Relationship between Customer Expectations and Feelings of Quality and Satisfaction GapnTake the Four Logistics Companies in China for Example