Study on Evaluation Index System of Customer Satisfaction of Takeaway Delivery Service
With the rapid development of the Internet,the takeaway industry has entered a golden age of development.However,many problems also surfaced.On the one hand,consumers have a lot of negative comments on the delivery service;on the other hand,the delivery service still suffers many issues,including se-rious discrepancy between the expected and the actual arrival time,lack of standardized delivery process,poor after-sales services,and absence of regulatory bodies and relevant legal support,etc.Thus,service quality has become a key factor restricting the rapid development of the takeaway industry.Through literature review,we found that most scholars approached the problems of the takeaway deliv-ery from the angle of route optimization,but few have looked into the quality issue thereof.In view of the im-portance of the quality of the takeaway delivery service,we first analyzed the characteristics of the takeaway de-livery service,namely high timeliness,high packaging requirement,propensity to crowded service demand,multiple runs,and requirement for high flexibility and convenience.Next,in view of said characteristics,based on the Servqual model and LSQ model,and through literature review,we built the customer satisfaction evalu-ation index system of the takeaway delivery service,including six dimensions of timeliness,packaging quality,reliability,service quality,convenience and economy.Then,based on these six dimensions,we analyzed and designed 29 specific indicators.Finally,we used the analytic hierarchy process to determine the weight of each dimension and index.The result shows that among the six dimensions,timeliness,reliability,convenience,packaging quality and service quality have great impact on customers'satisfaction,with timeliness being the strongest one;and among the 29 specific indicators,order reception and processing efficiency and delivery within the promised time window have the greatest impact on customers'satisfaction;good insulating packag-ing and integrity of food delivered also have the attention of the consumers.On such basis,we put forward several suggestions to improve customers'satisfaction,such as improving the timeliness of the takeaway delivery service,optimizing takeaway packaging,increasing the investment in rider equipment,strengthening feedback and exchange of delivery information with the consumers,and rein-forcing the management of logistics service staff,etc.
takeaway delivery servicecustomer satisfactionsatisfaction evaluationevaluation index system
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