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大學生美團外賣應用的顧客滿意度研究

時間:2019-04-19 22:06來源:英語論文
A Study of Customer Satisfaction of Meituan Waimai Application Among College Students英語論文大學生美團外賣應用的顧客滿意度研究

Abstract Along with the network popularization, food industry is becoming increasingly information-oriented. Food-ordering application has emerged at this moment. It is well received by consumers, especially the students for its convenience and flexibility. But Food-ordering applications in China are still at the earlier stage of development. Compared to western countries’ applications, there are many deficiencies and limitations which cannot attract consumers to repurchase.34690
The success of Food-ordering application is closely relevant to customer satisfaction. In Xuzhou, several Food-ordering applications are competing fiercely for market share. As a professional platform, Meituan Waimai Application, continually seeks to improve the quality of its services to obtain higher customer repeat purchase rate. The thesis will examine current situation of Meituan Waimai Application by analyzing Xuzhou college students’ customer satisfaction with its service. The thesis will provide some favorable reference for its development.
Guided by ECSI, questionnaire is designed and sent out. The data are analyzed based on several basic elements including price, special offer, the amount of franchisee, food quality, meal delivery service and customer service. At last, the thesis provides three suggestions: (1)enhance supervision (2) guarantee meal delivery speed (3)ensure food persity and price differentiation.
Key Words: Meituan Waimai Application     Customer Satisfaction     ECSI
 摘  要由于網絡的普及,餐飲行業朝著信息化方向發展,訂餐軟件應運而生。它因其方便性和靈活性是深受消費者,尤其是學生的好評。然而中國的訂餐應用軟件仍處于發展的早期階段,相比國外的訂餐應用軟件,有很多的不足和局限性,不能吸引消費者再次消費。

源¥自%六:維;論-文'網=www.aftnzs.live


研究表明訂餐軟件的成功與客戶滿意度息息相關。僅在徐州,就有好幾個訂餐軟件在激烈的爭奪市場份額。而美團外賣作為一個專業的平臺,不斷提高其服務質量以獲得較高的客戶重復購買率。本文將通過研究徐州大學生對美團外賣各項服務的滿意度,分析其目前的發展現狀,為其提供一些發展策略。
本文在歐洲顧客滿意度指數(ECSI)的基礎上設置問卷,發放問卷。再從價格、優惠活動、店家數量、送餐服務和客服等方面對數據進行分析。最后,對徐州美團外賣提出三條建議,(1)加強對商家的監督(2)保證送餐速度(3)保證菜品多樣化和價格差異化。
畢業論文關鍵詞: 美團外賣軟件     顧客滿意度     歐洲顧客滿意度指數
Contents
Abstract    i
摘要    ii
Chapter One  Introduction    1
1.1 Research Background    1
1.2 Significance and purpose    1
1.3 Methodology    2
Chapter Two  Literature Review    3
2.1 Customer Satisfaction    3
2.1.1The definition of Customer Satisfaction    3
2.1.2 Customer Satisfaction Index    4
    2.2 Previous researches on E-commence Software.6
Chapter Three  The questionnaire based on ECSI    8
3.1 Pre-questionnaire research    8
3.2 The design of the questionnaire    8
3.3 The issuance and the callback of the questionnaire    8
Chapter Four  Data & Analysis    10
4.1 The data of the questionnaire    10 源¥自%六:維;論-文'網=www.aftnzs.live
4.2 Analysis Based on ECSI    12
4.3 Suggestions    15
Chapter Five  Conclusion    18
References    19
Appendix    21
A Study of Customer Satisfaction of Meituan Waimai Application Among College Students in Xuzhou 大學生美團外賣應用的顧客滿意度研究:http://www.aftnzs.live/yingyu/20190419/32287.html
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