Influencing Factors of Catering O2O Customer Experience: An Approach Integrating Big Data Analytics with Grounded Theory

Chunyang Shi · Yilei Pei · Dandan Li · Ting Wu

17 citations0/0 files storedTehnicki vjesnik - Technical Gazette

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Digital Marketing and Social Media Consumer Behavior and Marketing Influence

Abstract

In the era of digital economy, catering O2O is developing rapidly.Catering O2O (catering online to offline), namely catering takeout in the paper, means that customers place an order through online ordering platform, and delivery persons deliver the food provided by catering enterprises offline.Catering O2O conforms to the trend of the digital economy era, but exposes a variety of problems, such as lower feedback rate of the platform, lower timeliness of acceptance and handling, lower customer feedback satisfaction, and poorer customer experience.As China's leading e-commerce platform for life services, Meituan won the rating of not recommending to place an order in the report of "2020 China E-commerce User Experience and Complaint Monitoring".In order to improve customer experience and service satisfaction of catering O2O, this paper takes Meituan takeout as an example, integrates big data analytics and grounded theory to explore influencing factors of catering O2O customer experience.With the big data analytics method, the main influencing factors are obtained from 54250 customer reviews, and then the grounded theory method is used to conduct indepth analysis on negative reviews, and influencing factors of O2O customer experience are verified and confirmed.The results show that the main influencing factors of catering O2O customer experience are catering food quality and delivery service quality and after-sale service quality.Catering food quality and delivery service quality have a significant impact on customer experience.Finally, from perspectives of catering O2O platforms and enterprises, the paper obtains management implications as follows: Catering O2O platforms should attach great importance on the service of contact points in distribution link, strengthen the last-mile delivery service quality, and improve the supervision and feedback mechanism; catering O2O enterprises should ensure the quality, portion and package of catering food, so as to improve customer experience and win electronic word-of-mouth and customer satisfaction.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 17 citations exist upstream.

References

2016Understanding Customer Experience Throughout the Customer Journey 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 2000Measuring the Customer Experience in Online Environments: A Structural Modeling Approach 2009Customer Experience Creation: Determinants, Dynamics and Management Strategies 2007Understanding customer experience.2012The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions 2012Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes 2015Customer experience management: toward implementing an evolving marketing concept

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.