可追溯性
可靠性(半导体)
比例(比率)
服务(商务)
质量(理念)
钥匙(锁)
服务质量
构造(python库)
质量保证
计算机科学
服务交付框架
分析
过程管理
业务
营销
数据科学
计算机安全
功率(物理)
哲学
物理
软件工程
认识论
量子力学
程序设计语言
作者
Ching‐Chan Cheng,Ya-Yuan Chang,Cheng‐Ta Chen
标识
DOI:10.1016/j.ijhm.2021.102938
摘要
The main purpose of this study is based on qualitative and quantitative research procedures, and integrates the key service factors for the online food delivery (OFD) industry extracted by Internet Big Data Analytics (IBDA) to construct a OFD service quality scale (OFD-SERV). This study takes OFD customers in Taipei City as the objects. The results show that 20 key service factors for the OFD industry are extracted through IBDA. The OFD-SERV scale contains six dimensions including reliability, maintenance of meal quality and hygiene, assurance, security, system operation and traceability, a total of 28 items. The results from the structural equation modeling showed that the reliability, assurance and system operation have a positive impact on customer satisfaction. Finally, the findings provide knowledge and inspiration for the current OFD, and enable OFD operators and future researchers to more accurately identify the deficiency of service quality.
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