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A Study on the Influencing Factors of Takeaway Customer Satisfaction Based on Grey Relational Model

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DOI: 10.25236/ISMEEM.2019.097

Author(s)

Xiaoqin Yu, and Lingli Zhao

Corresponding Author

Xiaoqin Yu

Abstract

The takeout and ordering market of our country sprouted earlier. With the rapid development of mobile Internet, the takeout market base of our country is huge, the takeout and ordering industry is developing rapidly, and the appearance of takeout platforms such as Meituan further promotes the development and transformation of the industry. As a typical service industry, customer satisfaction has always been the key factor affecting the development of takeout and ordering industry. Under the background of the development of mobile internet, this paper divides the influencing factors of customer satisfaction into four dimensions: food factor, price factor, service factor and convenience factor, and sets up corresponding secondary indicators. Furthermore, the grey correlation model is introduced to analyze the influencing factors. It is found that food factor (r_1=0.8102), price factor (r_2=0.7261), service factor (r_3=0.7654)、convenience factor (r_4 = 0.7201) are the influencing factors of customer satisfaction.And customer satisfaction have significant correlation, on this basis, the corresponding development proposals are put forward.

Keywords

Gray correlation; take-out order; customer satisfaction