Applying Importance–Satisfaction Model to Evaluate Customer Satisfaction: An Empirical Study of Foodpanda

Yi-Yuan Liu, Shun-Hsing Chen and Jia-Xuan Zhang
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Yi-Yuan Liu: Department of Marketing and Distribution Management, Asia Eastern University of Science Technology, New Taipei 22061, Taiwan
Shun-Hsing Chen: Department of Marketing and Distribution Management, Asia Eastern University of Science Technology, New Taipei 22061, Taiwan
Jia-Xuan Zhang: Department of Marketing and Distribution Management, Asia Eastern University of Science Technology, New Taipei 22061, Taiwan

Sustainability, 2021, vol. 13, issue 19, 1-18

Abstract: Because of improving mobile platforms and faster 4G speed, the annual growth of mobile devices has exceeded 50%, and many catering enterprises have integrated services to make ordering and delivery more convenient for smartphone users. Thus, user satisfaction with new online food-delivery platforms and services needs to be explored and evaluated. Using an Importance–Satisfaction Model (I–S Model), this study applied 12 service elements obtained from previous studies and an in-depth discussion of experts and scholars to evaluate user satisfaction towards Foodpanda, the first online food delivery service provider in Taiwan. Questionnaires were distributed from June to July 2020 and 256 samples were collected. This study found that eight items fell within the “Excellent Area”, one within the “Improvement Area” and three within the “Careless Area”.

Keywords: customer satisfaction; Foodpanda delivery platform; Importance–Satisfaction Model (I–S Model); order delivery platform (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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