The Factors Affecting Perceived Value and Customer Satisfaction : Online to Offline (O2O) Food Delivery Service in China
University of the Thai Chamber of Commerce (UTCC)
Service quality and service recovery are two crucial factors in perceived value and customer satisfaction. The purpose of the study was to investigate the effect of service quality, service recovery and perceived value on customer satisfaction of online to offline O2O food delivery service industry in China. And quantitative research will be used in this paper 408 questionnaires from the customers who used the O2O food de livery service platform were collected online in the final questionnaire research The O2O food delivery service as a new economic model to be an essential part of modern society Investigating customer satisfaction can allow the food service delivery companies to measure their strengths as well as to understand the customer and consumer needs, and help companies develop strategic plans at the same time There are five chapters in this paper to explore the factors affect the perceived value and customer satisfaction, including service quality (4 factors including efficiency, system availability, fulfillment, privacy), and service recovery 3 factors including responsiveness, compensation, contact). And try to explain to the reader the effect of the characteristics of the customers’ perceived value and customer satisfaction in the O2O food delivery service platform.
Consumer behavior -- China
Consumer satisfaction -- China
Food -- Marketing
Food industry and trade -- China
Ying Huang (2020) The Factors Affecting Perceived Value and Customer Satisfaction : Online to Offline (O2O) Food Delivery Service in China