本文選題：OO + 顧客滿意度��； 參考：《中國商論》2016年32期

【摘要】：本文以寧波市高校在校大學生為例,通過訪談法和問卷調查法,對O2O模式下美團和淘寶外賣顧客滿意度的影響因素進行分析,結果表明,在線訂餐的外賣方式在大學生消費群體中被廣為接受。方便快捷、食品種類齊全、價格實惠是大學生選擇在線訂餐的主要原因,而平臺的易用性、食品的安全性問題、員工的服務態(tài)度、網(wǎng)上支付便捷度等是影響顧客滿意度的重要因素,最后本文提出了提升顧客滿意度的對策建議。
[Abstract]:This paper, taking Ningbo university students as an example, analyzes the influencing factors of customer satisfaction of Meituan and Taobao takeout under the O _ 2O model by means of interviews and questionnaires. The results show that, The way to order meals online is widely accepted among college students. Convenience, complete range of food, affordable prices are the main reasons for college students to order meals online, and the ease of use of the platform, food safety issues, service attitude of employees, The convenience of online payment is an important factor affecting customer satisfaction. Finally, this paper puts forward some countermeasures and suggestions to improve customer satisfaction.
【作者單位】： 寧波大紅鷹學院;
【基金】：2015年度浙江省哲學社會科學研究基地——臨港現(xiàn)代服務業(yè)與創(chuàng)意文化研究中心項目“浙江跨境電子商務物流產(chǎn)業(yè)鏈協(xié)同發(fā)展研究”成果(15JDLG04YB)
【分類號】：F724.6;F274

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