Abstract
This study analyzes the importance and performance and investigates the effect of delivery food service quality on customer satisfaction. The subjects enrolled in this study were adults in their 20s to 50s living in Seoul city who had used food delivery service applications within the last two weeks. A convenience sampling method was conducted, and data were collected via an online survey from August 10 to August 11, 2022. A total of 250 responses were collected from customers. Our study revealed that the delivery food service quality consisted of 5 factors and 16 items. Based on the IPA analysis of delivery food service quality, items that were prioritized for improvement included ‘kitchen hygiene’, ‘sanitary cooking’, ‘safe and clean delivery food’, ‘quick customer complaint handling’, and ‘easy order cancellation and refund processing’. Analyzing the effect of delivery food service quality on customer satisfaction revealed that ‘food’ (p0.05), ‘delivery’ (p0.05), ‘order’ (p0.001), and ‘compensation’ (p0.01) were factors that significantly affected customer satisfaction; however, ‘safety’ had no significant impact on customer satisfaction.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
