The Factors Affecting Perceived Value and Customer Satisfaction: Online to Offline (O2O) Food Delivery Service in China

Ying Huang

《World Scientific Research Journal》 7卷10期 (2021/10) Pp. 12-24

https://doi.org/10.6911/WSRJ.202110_7(10).0003

摘要

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 delivery service platform was 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 delivery service 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.

關鍵字

Online to offline food delivery service ； Service quality ； Service recovery ； Perceived value ； Customer satisfaction

參考文獻

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