I 摘要 随着社会的发展，科技的进步，尤其是互联网技术应用的不断拓展，互联网 早已成为人们日常生活中不可分割的一部分。互联网+给外卖行业带来了很大的发 展契机。以第三方平台为运转中枢的互联网餐饮外卖业是传统餐饮外卖业同现代 网络技术相结合的新兴产业，近几年呈几何数级增长，由于其固有的方便快捷性， 它已经成为人们生活中不可缺少的一部分，然而随着多方利益相关者的加入，如 何提高顾客满意度成为互联网餐饮外卖业不可避免的问题。 目前，学界对传统消费行为中顾客满意度的研究已较成熟，先后构建了不同 国家、地区或行业的顾客满意度指数模型，但存在着研究对象过于宽广、新模型 沿袭传统模型、忽视行业特点以及消费者的个体差异的不足之处。考虑到互联网 模式下餐饮外卖业在我国的发展时间不长，现有对互联网模式下餐饮外卖业顾客 满意度影响因素的实证研究比较缺乏，且目前的研究在互联网＋背景下第三方平 台介入后，研究如何提升顾客满意度的较少，故本文以第三方平台为中心，从商 家、第三方外卖平台、外面骑手三个视角分析如何提升顾客满意度，并对互联网 ＋背景下和传统经济模式下餐饮外卖业顾客满意度的不同进行解析。 本文利用从外卖行业的特点分析，探讨互联网＋背景下外卖行业的发展现状， 总结外卖行业当前面临的问题，从顾客基本情况、第三方平台、餐饮商家、送餐 骑手四个层次调查顾客满意度现状，并运用SPSSAU数据软件对调查数据进行信 度分析和效度分析。结合数据，从第三方平台、商家、骑手三个维度分析影响顾 客满意度的因素，并找出提升顾客满意度存在的问题及其原因。最后从第三方平 台、餐饮企业、送餐骑手的角度提出互联网＋餐饮外卖业提升顾客满意度的方法 与策略。 在互联网＋经济背景下，餐饮外卖市场出现第三方服务平台，这对餐饮业来 说既是机遇也是挑战。我国虽然很重视顾客满意度研究，但随着互联网＋大数据 应用时代的到来，现有的提升餐饮外卖业顾客满意度研究体系尚不够完善，研究 本课题既能为提升服务质量和顾客满意度提供新的思路，也对餐饮外卖业第三方 平台开拓市场有一定的参考意义，同时为餐饮企业，送餐骑手的长远发展提供了 一定的借鉴。 关键词：互联网＋；外卖行业；顾客满意度；第三方平台；商家；骑手 Abstract II Abstract Withthedevelopmentofsocietyandtheadvancementofscienceandtechnology, especiallythecontinuousexpansionofInternettechnologyapplications,theInternethas longbeenanintegralpartofpeople'sdailylives."Internet+"hasbroughtgreat developmentopportunitiestothetakeawayindustry.TheInternetfooddeliveryindustry withathird-partyplatformasthecenterofoperationisanemergingindustrycombining traditionalfooddeliveryindustrywithmodernnetworktechnology.Ithasgrown exponentiallyinrecentyears.Duetoitsinherentconvenience,ithasbecomeapeople's lifeAnindispensablepart,however,withtheadditionofmulti-stakeholders,howto improvecustomersatisfactionhasbecomeaninevitableproblemintheInternet takeawaycateringindustry. Atpresent,theresearchoncustomersatisfactionintraditionalconsumerbehavior hasbeenrelativelymatureinacademiccircles,andcustomersatisfactionindexmodels havebeenconstructedindifferentcountries,regionsorindustries.Andthe shortcomingsofindividualdifferencesamongconsumers.Consideringthatthe developmentoffooddeliveryintheInternetmodelhasnotbeeninChinaforalong time,thereisalackofempiricalresearchontheinfluencingfactorsofcustomer satisfactioninthefooddeliveryserviceundertheInternetmodel.Thereisless improvementincustomersatisfaction.Therefore,thisarticleusesthird-partyplatform out-of-centerstoanalyzeandimprovecustomersatisfactionfromthreeperspectives: merchants,third-partytake-outplatforms,andoutsideriders.Analysisofdifferent customersatisfaction. Thisarticleusestheanalysisofthecharacteristicsofthetakeawayindustryto explorethedevelopmentstatusofthetakeawayindustryunderthebackgroundofthe Internet+,summarizesthecurrentproblemsfacedbythetakeawayindustry,and investigatescustomersatisfactionfromthefourbasiclevelsofcustomers,third-party platforms,cateringmerchants,andfoodridersThestatusquo,andthereliabilityand validityofthesurveydatawereanalyzedusingSPSSAUdatasoftwarebinethe data,analyzethefactorsthataffectcustomersatisfactionfromthethreedimensionsof third-partyplatforms,merchants,andriders,andfindouttheproblemsandreasonsfor improvingcustomersatisfaction.Finally,fromtheperspectivesofthird-partyplatforms, Abstract III cateringcompanies,andfooddeliveryriders,methodsandstrategiesforimproving customersatisfactionthroughtheInternet+cateringdeliveryindustryareproposed. InthecontextoftheInternet+economy,theemergenceofathird-partyservice platforminthefooddeliverymarketisbothanopportunityandachallengeforfoodand beverage.AlthoughChinaattachesgreatimportancetocustomersatisfactionresearch, withtheadventoftheInternet+BigDataapplicationera,theexistingresearchsystem forimprovingcustomersatisfactioninthefoodandbeveragedeliveryindustryisnotyet complete.Studyingthistopiccanimproveservicequalityandcustomersatisfaction. Providingnewideasalsohasacertainreferencesignificanceforthethird-partyplatform ofthefooddeliveryindustrytoopenupthemarket,andalsoprovidesacertain referenceforthelong-termeffectivedevelopmentofthefoodandbeveragecompany andthefooddeliveryrider. Keywords:Internet+;CateringIndustry;CustomerSatisfaction;Third-partyplatforms; merchants;riders 目录 1 目录 摘要....................................................................................................................................I Abstract...........................................................................................................................II 第1章绪论.....................................................................................................................1 1.1研究背景与意义.................................................................................................1 1.1.1研究背景...................................................................................................1 1.1.2研究意义...................................................................................................1 1.2国内外研究现状.................................................................................................2 1.2.1顾客满意度研究现状...............................................................................2 1.2.2互联网＋餐饮业顾客满意度研究现状...................................................4 1.2.3国内外研究评述.......................................................................................6 1.3创新点.................................................................................................................6 1.4研究方法与内容.................................................................................................6 1.4.1研究方法...................................................................................................6 1.4.2研究内容...................................................................................................7 第2章顾客满意度的概念和理论.................................................................................9 2.1顾客满意.............................................................................................................9 2.2顾客满意度.........................................................................................................9 2.3顾客满意度理论的发展...................................................................................10 2.4顾客满意度模型简介.......................................................................................11 第3章互联网外卖的现状以及和传统经济模式的区别...........................................15 3.1互联网＋餐饮外卖的概念...............................................................................15 3.2互联网＋餐饮外卖行业发展的现状和前景...................................................16 3.3互联网＋外卖餐饮与传统餐饮的区别...........................................................21 3.4互联网＋外卖餐饮的特点...............................................................................22 3.5互联网＋背景下与传统经济模式下餐饮外卖业提升顾客满意度区别.......23 3.5.1传统经济模式下餐饮业提升顾客满意度的要求.................................23 3.5.2互联网＋背景下餐饮业提升顾客满意度的新要求.............................25 3.5.3两种经济背景下餐饮业提升顾客满意度的区别.................................26 目录 2 第4章“互联网＋”餐饮外卖业顾客满意度存在问题及原因分析..