Regression Analysis to Identify Relationship between Service Failure, Service Recovery, Customer Satisfaction and Loyalty in Food Delivery Platform
We explored the relationship and impact of service failures, acceptance of service recovery strategy, post-recovery satisfaction, and loyalty in the food delivery service industry. We used the convenience sampling method and adopted an online questionnaire survey on food delivery services for consum...
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| Format: | Article |
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MDPI AG
2024-08-01
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| Series: | Engineering Proceedings |
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| author | You-Jie Huang Shu-Chia Chang Yi-Shin Lin Ho-Yi Chan Wei-Ting Chang |
| author_facet | You-Jie Huang Shu-Chia Chang Yi-Shin Lin Ho-Yi Chan Wei-Ting Chang |
| author_sort | You-Jie Huang |
| collection | DOAJ |
| description | We explored the relationship and impact of service failures, acceptance of service recovery strategy, post-recovery satisfaction, and loyalty in the food delivery service industry. We used the convenience sampling method and adopted an online questionnaire survey on food delivery services for consumers aged 19 to above 30. Service failure, service recovery strategy acceptance, post-recovery satisfaction, and loyalty scales were explored. A total of 128 valid responses were analyzed for descriptive statistics, <i>t</i>-test and one-way analysis of variance, Pearson correlation analysis, and regression analysis. Missing food items was the most common and most serious service failure. Providing a refund was the most efficient service recovery strategy. If the service recovery strategy was handled properly, it effectively improved satisfaction and loyalty after service recovery was applied. If the service charge of delivery platforms increased, consumers mostly reduced the usage of the service. Therefore, delivery staff need to check whether the meal was correctly delivered. If service failures occur, active care or apologies must be made with the refund. Delivery platform must avoid increased service change and consumers would use the platform stably. |
| format | Article |
| id | doaj-art-707ea146a86f4cc5bbf3cc01c47905a5 |
| institution | OA Journals |
| issn | 2673-4591 |
| language | English |
| publishDate | 2024-08-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Engineering Proceedings |
| spelling | doaj-art-707ea146a86f4cc5bbf3cc01c47905a52025-08-20T02:00:37ZengMDPI AGEngineering Proceedings2673-45912024-08-017412810.3390/engproc2024074028Regression Analysis to Identify Relationship between Service Failure, Service Recovery, Customer Satisfaction and Loyalty in Food Delivery PlatformYou-Jie Huang0Shu-Chia Chang1Yi-Shin Lin2Ho-Yi Chan3Wei-Ting Chang4Department of Leisure Services Management, Chaoyang University of Technology, Taichung 413310, TaiwanDepartment of Leisure Services Management, Chaoyang University of Technology, Taichung 413310, TaiwanDepartment of Living Sciences, National Open University, Nantou 540003, TaiwanDepartment of Leisure Services Management, Chaoyang University of Technology, Taichung 413310, TaiwanDepartment of Leisure Services Management, Chaoyang University of Technology, Taichung 413310, TaiwanWe explored the relationship and impact of service failures, acceptance of service recovery strategy, post-recovery satisfaction, and loyalty in the food delivery service industry. We used the convenience sampling method and adopted an online questionnaire survey on food delivery services for consumers aged 19 to above 30. Service failure, service recovery strategy acceptance, post-recovery satisfaction, and loyalty scales were explored. A total of 128 valid responses were analyzed for descriptive statistics, <i>t</i>-test and one-way analysis of variance, Pearson correlation analysis, and regression analysis. Missing food items was the most common and most serious service failure. Providing a refund was the most efficient service recovery strategy. If the service recovery strategy was handled properly, it effectively improved satisfaction and loyalty after service recovery was applied. If the service charge of delivery platforms increased, consumers mostly reduced the usage of the service. Therefore, delivery staff need to check whether the meal was correctly delivered. If service failures occur, active care or apologies must be made with the refund. Delivery platform must avoid increased service change and consumers would use the platform stably.https://www.mdpi.com/2673-4591/74/1/28service failuresservice recovery strategyfood delivery service |
| spellingShingle | You-Jie Huang Shu-Chia Chang Yi-Shin Lin Ho-Yi Chan Wei-Ting Chang Regression Analysis to Identify Relationship between Service Failure, Service Recovery, Customer Satisfaction and Loyalty in Food Delivery Platform Engineering Proceedings service failures service recovery strategy food delivery service |
| title | Regression Analysis to Identify Relationship between Service Failure, Service Recovery, Customer Satisfaction and Loyalty in Food Delivery Platform |
| title_full | Regression Analysis to Identify Relationship between Service Failure, Service Recovery, Customer Satisfaction and Loyalty in Food Delivery Platform |
| title_fullStr | Regression Analysis to Identify Relationship between Service Failure, Service Recovery, Customer Satisfaction and Loyalty in Food Delivery Platform |
| title_full_unstemmed | Regression Analysis to Identify Relationship between Service Failure, Service Recovery, Customer Satisfaction and Loyalty in Food Delivery Platform |
| title_short | Regression Analysis to Identify Relationship between Service Failure, Service Recovery, Customer Satisfaction and Loyalty in Food Delivery Platform |
| title_sort | regression analysis to identify relationship between service failure service recovery customer satisfaction and loyalty in food delivery platform |
| topic | service failures service recovery strategy food delivery service |
| url | https://www.mdpi.com/2673-4591/74/1/28 |
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