| 摘要: | 近年來台灣的餐飲外送產業蓬勃發展，人手一台智慧型手機的消費型態更成為餐飲外送APP成熟的重要推手。Uber Eats（優食）於2015年成立，是世界名列前茅的美食外送平台。而企業要永續經營，必然要提升服務品質及消費者滿意度以鞏固顧客忠誠度，進而在競爭的環境下持續獲利與成長。本研究透過Uber Eats（優食）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三個構面為「效率性」、「履行性」及「帳務回應性」。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服務品質的三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。
Taiwan’s food delivery industry had boomed, in the recently pattern of smartphone APPs had become the most important driver of the mature food delivery. Uber Eats was established in 2015 and is the world's leading food delivery platform. To operate con-tinuously, they must improve service quality and customer satisfaction to consolidate customer loyalty. Companies therefore can continue to profit and grow in the competi-tive environment. This study explored the relationship between service quality, customer satisfaction and customer loyalty among Uber Eats catering delivery APP users.
The research results show that the three dimensions extracted from the service quality analysis of the catering delivery APP are "efficiency", "performance" and "ac-count responsiveness". The service quality of catering delivery APP has a positive and significant impact on customer satisfaction and customer loyalty. Customer satisfaction has also a positive and significant influence on customer loyalty. With cross-analysis between demographic variables, three dimension variables, the results shown gender, age, marital status, education level, occupation, monthly disposable income, average number of meals out a week significantly. This finding can used as an indication. |
