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

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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)

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”.

Suggested Citation

  • Yi-Yuan Liu & Shun-Hsing Chen & Jia-Xuan Zhang, 2021. "Applying Importance–Satisfaction Model to Evaluate Customer Satisfaction: An Empirical Study of Foodpanda," Sustainability, MDPI, vol. 13(19), pages 1-18, October.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:19:p:10985-:d:649419
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    References listed on IDEAS

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    Cited by:

    1. Amily Fikry & Azreen Joanna Abdul & Ameena Sibghatullah & Nur Shahrulliza Muhammad & Zatul Fahany Harun, 2024. "From Click to Cuisine: Navigating the Landscape of Customer Satisfaction in Online Food Delivery Apps," Information Management and Business Review, AMH International, vol. 16(3), pages 579-588.
    2. Yunhui Zhu & Ying Zhou, 2023. "Study on Sustainable Development Oriented Community Public Hospital in China Based on Optimal Decision Making Model for Environment Renovation," Sustainability, MDPI, vol. 15(9), pages 1-27, April.

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