Regression Analysis to Identify Relationship between Service Failure, Service Recovery, Customer Satisfaction and Loyalty in Food Delivery Platform

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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Bibliographic Details
Main Authors: You-Jie Huang, Shu-Chia Chang, Yi-Shin Lin, Ho-Yi Chan, Wei-Ting Chang
Format: Article
Language:English
Published: MDPI AG 2024-08-01
Series:Engineering Proceedings
Subjects:
service failures
service recovery strategy
food delivery service
Online Access:https://www.mdpi.com/2673-4591/74/1/28
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