Abstract
Because of improving mobile platforms and faster 4G speed, the annual growth of mobile devices has exceeded 50%, and many catering enterprises have integrated services to make ordering and delivery more convenient for smartphone users. Thus, user satisfaction with new online food-delivery platforms and services needs to be explored and evaluated. Using an Importance–Satisfaction Model (I–S Model), this study applied 12 service elements obtained from previous studies and an in-depth discussion of experts and scholars to evaluate user satisfaction towards Foodpanda, the first online food delivery service provider in Taiwan. Questionnaires were distributed from June to July 2020 and 256 samples were collected. This study found that eight items fell within the “Excellent Area”, one within the “Improvement Area” and three within the “Careless Area”.
Highlights
Empirical Study of Foodpanda.In a dynamic and heavily competitive environment, a business needs to adapt quickly to ensure long-term profitability and sustainability [1]
This study explored 12 service elements obtained from previous studies [2,33] and in-depth discussion of experts and customer s to evaluate the user satisfaction towards Foodpanda
From in-depth interviews, we learned that Taiwanese seniors seldom use the platform were not familiar with mobile devices, and were not likely to use online food delivery, so the survey subjects were all younger
Summary
In a dynamic and heavily competitive environment, a business needs to adapt quickly to ensure long-term profitability and sustainability [1]. Mobile devices, which are widely used in the corporate world, can continuously improve service so that corporate profits can grow and the business can remain sustainable [2]. Does the use of mobile devices like tablets and smartphones. Users can use these devices to find information anytime and anywhere. To catch the enormous potential offered by e-commerce, businesses have started to build their own apps so that customers can obtain contact and product information or leave comments [3]
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