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This paper analyzes the characteristics of the takeout restaurant and takeout website, and constructs the service quality evaluation system of the O2O takeout platform based on the SERVPERF model and the ETAILQ model. The paper also uses the data collected by the questionnaires to carry out exploratory factor analysis. The results show that the takeout O2O platform service quality evaluation index...
Importance-performance analysis (IPA) is a simple but effective technique applied in study of customer satisfaction. Since its proposition, it was widely used in the field such as retail, tourism, and health care, etc. Note that, in the traditional IPA, only the average ratings of the importance and performance were entered in the analysis, and the precision or the reliability of the estimation is...
Customer loyalty has become an essential concern for service-provider, which is also a major theme in marketing research. By using a Logit economic model based on the survey of 487 local residents from three representative residential areas in Beijing, the determinants of customer loyalty are identified in the Beijing property service market. The probability that a owner intent to switch service-provider...
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