餐飲外送APP服務品質、顧客滿意度與顧客忠誠度關係之研究─以Foodpanda為例

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Title:	餐飲外送APP服務品質、顧客滿意度與顧客忠誠度關係之研究─以Foodpanda為例 The Relationships among Service Quality, Customer Satisfaction and Loyalty of Food Delivery APP--As an Example of Foodpanda
Authors:	方姿仙
Contributors:	企業實務管理數位碩士在職專班
Keywords:	餐飲外送 APP 服務品質顧客滿意度顧客忠誠度 Food Delivery APP(Application) Service Quality Customer Satisfaction Customer Loyalty
Date:	2020
Issue Date:	2020-08-04 14:44:17 (UTC+8)
Abstract:	因台灣的餐飲外送產業蓬勃發展，人手一機的消費型態更是成為餐飲外送APP成熟的最重要因子。Foodpanda（空腹熊貓）是最早進入台灣餐飲外送市場的平台，已成功帶起餐飲外送熱潮。若企業要永續經營，勢必要優化服務，並提升消費者滿意度，以鞏固消費者的忠誠度，才能在競爭的環境下持續獲利與成長。本研究透過Foodpanda（空腹熊貓）餐飲外送APP的使用者，探討餐飲外送APP服務品質、顧客滿意度與顧客忠誠度之間的關係。研究結果顯示在餐飲外送APP服務品質分析萃取後的四個構面為「效率性」、「履行性」、「隱私安全性」、「帳務效率性」。餐飲外送APP服務品質正向顯著影響顧客滿意度及顧客忠誠度，顧客滿意度亦正向顯著影響顧客忠誠度。由人口統計變數交叉分析知，性別、年齡、婚姻狀況、教育程度、職業別、每月可支配所得、平均一週外食次數與餐飲外送APP服務品質的四個構面有顯著關聯性，可作為餐飲外送平台業者經營的參考依據。 Due to the vigorous development of Taiwan’s food delivery industry, the con-sumption pattern of one machine has become the most important factor for the maturi-ty of food delivery APPs. Foodpanda (fasting panda) is the first platform to enter the food delivery market in Taiwan, and has successfully led to the food delivery boom. If a company wants to operate sustainably, it is necessary to optimize services and in-crease consumer satisfaction, so as to consolidate consumer loyalty, so as to continue to profit and grow in a competitive environment. This study explored the relationship between the service quality, customer satisfaction and customer loyalty of the Food-panda APP. The research results show that the four dimensions extracted from the service quality analysis of the catering delivery APP are "efficiency", "fulfilment", "privacy security" and "accounting efficiency". The service quality of catering delivery APP has a positive effect on customer satisfaction and customer loyalty, and customer satisfac-tion has also a positive effect on customer loyalty. From the cross-analysis of demo-graphic variables, the four dimensions of gender, age, marital status, education level, occupation, monthly disposable income, average number of meals out a week, and ser-vice quality of the catering delivery APP have a significant correlation, which can be used as Reference basis for catering delivery platform operators.
Appears in Collections:	[Master program of business administration in practicing] thesis

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