The Analysis On Customer Satisfaction Influential Factors Of O2O Takeaway Websites

With the accelerated pace of life in recent years,ordering by O2 O take-out websites gradually becomes a catering consumption habit of more users.The trading scale of the catering take-out market is rapidly increasing at a high speed.Such a consumption mode of online and offline combination comes into people's life and receives extensive attention.However,many consumers are not satisfied with services provided by take-out websites and catering enterprises for various reasons.To correctly identify and evaluate these influence factors and propose countermeasures on improving customer satisfaction of take-out ordering is good for promoting sound development of the catering take-out industry.By reading lots of domestic and overseas references,the author selected online comments of take-out websites,summarized influence factors of customer satisfaction,constructed 7types and 23 evaluation indexes of take-out ordering satisfaction,and recycled qualified user satisfaction questionnaires.Firstly,SPSS software was used for descriptive statistical analysis,reliability and validity.Also,the analytic hierarchy process(AHP)and entropy value method were used to determine weight of indexes.The author constructed fuzzy comprehensive evaluation and evaluated overall customer satisfaction of online ordering as 3.81,which ranged from general to satisfaction.Importance—satisfaction value was applied to construct the quadrifid graph of satisfaction,drawing a conclusion that service quality should be improved.According to results of empirical study,the author respectively proposed countermeasures from the perspective of websites and enterprises,for the sake of improving customer satisfaction in O2 O take-out catering industry.