淘宝与美团外卖顾客满意度的比较研究——以宁波地区大学生为例

发布时间：2018-05-29 14:45

本文选题：OO + 顾客满意度　；参考：《中国商论》2016年32期

【摘要】：本文以宁波市高校在校大学生为例,通过访谈法和问卷调查法,对O2O模式下美团和淘宝外卖顾客满意度的影响因素进行分析,结果表明,在线订餐的外卖方式在大学生消费群体中被广为接受。方便快捷、食品种类齐全、价格实惠是大学生选择在线订餐的主要原因,而平台的易用性、食品的安全性问题、员工的服务态度、网上支付便捷度等是影响顾客满意度的重要因素,最后本文提出了提升顾客满意度的对策建议。
[Abstract]:This paper, taking Ningbo university students as an example, analyzes the influencing factors of customer satisfaction of Meituan and Taobao takeout under the O _ 2O model by means of interviews and questionnaires. The results show that, The way to order meals online is widely accepted among college students. Convenience, complete range of food, affordable prices are the main reasons for college students to order meals online, and the ease of use of the platform, food safety issues, service attitude of employees, The convenience of online payment is an important factor affecting customer satisfaction. Finally, this paper puts forward some countermeasures and suggestions to improve customer satisfaction.
【作者单位】：宁波大红鹰学院;
【基金】：2015年度浙江省哲学社会科学研究基地——临港现代服务业与创意文化研究中心项目“浙江跨境电子商务物流产业链协同发展研究”成果(15JDLG04YB)
【分类号】：F724.6;F274

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