美团外卖顾客满意度提升策略研究

美团外卖顾客满意度提升策略研究摘要如今，社会发展越发迅速，科技进步显著，外卖行业利用互联网得到了很好的施展。互联网餐饮外卖业是建立在原始餐饮行业及新时代网络统一的新动能，改造提升了传统产业。这些年通过数据表明，人们已经非常习惯的运用这项新动能，同时外卖也成了众多年轻人生活中不可或缺的一部分。那么同时也会产生一些问题，比如顾客的体验满意度怎么样可以更高一些呢。本文将选择国内的美团外卖送货平台作为主要的调查对象，通过实地走访和问卷调查分析得出当前美团外卖的营销策略当中出现的问题和漏洞。首先，调查客户使用外卖这一平台的满意度，从客户的基本情况、第三方平台、餐饮商家、送餐骑手来进行调查，然后针对问题以及各个角色的角度提出解决问题的对策。本文不仅可以给服务行业提出如何使客户满意的新想法，也可以让外卖平台有更多的参考，使得外卖这一行业得到健康快速的发展。关键词：美团外卖：顾客满意度；餐饮企业ABSTRACTNowadays,the society is developing more and more rapid,the scientific andtechnological progress is remarkable,the takeout industry has used the Internet to get a gooddisplay.The Internet catering takeout industry is a new driving force based on the unificationof the original catering industry and the new era,transforming and upgrading the traditionalindustry.Over the years,the data shows that people have become very used to using this newmomentum,and takeout has become an indispensable part of the lives of many youngpeople.So there are also some problems,such as how can customer experience satisfaction behigher.This article with Meituan take-out as the research object,through the analysis of Meituantakeout marketing find out its marketing problems and put forward the corresponding cui test,first of all,the customer satisfaction,from the basic situation of the customer,the third partyplatform,catering businesses,food rider to investigate,and then for problems and theperspective of the role to solve the problem.This article can not only put forward new ideas onhow to satisfy customers for the service industry,but also make the delivery platform havemore reference,making the delivery industry more powerful.Keywords:Meituan takeout,customer satisfaction,catering enterprises目录1引言11.1研究背景与意义.11.1.1研究背景.….11.1.2研究意义..11.3研究内容及方法….21.3.1研究内容…21.3.2研究方法22相关概念。2.1互联网+餐饮外卖的定义.42.2顾客满意度.42.3SW0T分析法43美团外卖顾客满意度现状分析3.1美团外卖经营现状分析.53.2问卷调查..53.2.1调查对象63.2.2问卷设计….63.2.3统计特征….63.3美团外卖顾客满意度存在的问题及其分析..83.3.1基于商家角度存在的问题..93.3.2基于第三方平台存在的问题..93.3.3基于外卖骑手存在的问题104美团外卖顾客满意度提升策略.124.1SW0T分析…124.1.1优势.….124.1.2劣势.124.1.3机遇..134.1.4挑战.134.1.5SW0T矩阵.134.2基于商家角度的顾客满意度提升策略.154.2.1提高品牌知名度….154.2.2增强餐品的体验感.….154.2.3制定合理的价位.….164.3基于外卖骑手角度的顾客满意度提升策略….164.3.1提高准入门槛….164.3.2提高配餐效率。….174.4基于第三方平台角度的顾客满意度提升策略174.4.1优化平台使用体验感.….174.4.2实行差异化、个性化服务…184.4.3畅通投诉渠道.185结论与展望19参考文献.20致谢.21