基于ACSI模型的美团外卖顾客满意度研究

Study on Customer Satisfaction of Meituan Takeout Based on ACSI Model

摘要: 自2015年以来，美团利用O2O商业模型使其餐饮外卖得到较好的发展，但也存在不少问题，如餐饮的卫生安全、配送服务以及平台服务等问题，此类问题的存在一定程度上会影响顾客在整个消费过程中的满意度。在这个“懒人经济”时代，O2O模式下的美团外卖要想持续健康发展，取得消费者认可是最重要的，顾客对服务的重视程度如何？对美团外卖的抱怨情况如何？影响顾客对美团外卖满意度的因素又有哪些？都是当下亟待解决的问题。因此，本文将基于美团外卖的顾客满意度展开调查研究。

Abstract: Since 2015, Meituan has made use of O2O business model to achieve better development of its food and beverage takeout, but there are still many problems, such as food and beverage health and safety, delivery services and platform services, which will affect customers’ satisfaction in the whole consumption process to some extent. In this era of “lazy economy”, the most important thing for O2O Meituan Takeout to achieve sustainable and healthy development is consumer recognition. How do customers attach importance to the service? What about complaints about Meituan takeout? What are the factors affecting customer satisfaction with Meituan Takeout? It’s all a matter of the moment. Therefore, this paper will conduct a survey and research based on customer satisfaction of Meituan Takeout.