Impact of Food Delivery Service Quality on Customer Satisfaction

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  • フードデリバリーのサービス品質が顧客満足度に及ぼす影響

Abstract

<p>To some extent, the food delivery market is growing rapidly in recent years because of the COVID-19. Its service quality also attracted attention. In this study, based on the SERVQUAL model, a questionnaire was designed with reference to the OFD-SERV model presented based on the characteristics of food delivery services. The questionnaire was administered to students of Tokyo University of Marine Science and Technology, and improvement measures were considered to increase customer loyalty, which is the aim of the focus on customer satisfaction. Then, the factors affecting customer satisfaction are narrowed down to eight items and a food delivery service quality scoring formula using factor analysis is calculated. This made it possible to numerically evaluate whether service quality was good or bad.</p>

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