Research On Crowdsourcing Delivery Of Takeaway Based On Factors Affecting Satisfaction

In the context of "Internet + catering",contributed to meeting the needs of catering without leaving home.This demand has formed a new type of takeaway service.To a great extent,the takeaway service has enriched the way of people dine.However,the resulting increase in the volume of takeaway orders has led to a sharp increase in the delivery pressure of the takeaway industry,and crowdsourcing delivery of takeaway has emerged.Crowdsourcing delivery effectively utilized the idle resources of the society,alleviated the tension of traditional distribution,and received great attention in the takeaway industry,creating a new mode of delivery in the same city.Direct contact with customers in the takeaway delivery process has an important significant influence of customer satisfaction.However,various problems in crowdsourcing delivery,such as food damage,customer complaints,and delays in delivery,have become bottlenecks in the development of takeaway delivery services.At the same time,the takeaway crowdsourcing delivery process is not standardized,resulting in unfair grabbing and crowdsourcing delivery chaos.Considering that the college student group has become the main consumer group of online take-out ordering and has its own particularity.Therefore,this paper takes the college students as an example to explore the factors affecting the satisfaction of the crowdsourcing delivery,and proposes a targeted delivery strategy for the take-out crowdsourcing delivery platform from the perspective of satisfaction.Taking the college student group as an example,with reference to the American Customer Satisfaction Index(ACSI)and the China Customer Satisfaction Index(CCSI),based on the situation of the current takeaway crowdsourcing delivery,the satisfaction model of the takeaway crowdsourcing delivery is constructed.The structural equation model is used for empirical analysis of the satisfaction of the takeaway crowdsourcing delivery.The empirical results show that the college students are most concerned about the quality of product delivery,followed by time quality,and finally by service quality;customer satisfaction is directly and significantly positively affected by perceived quality,brand image customer expectations have an indirect positive impact on customer satisfaction,with little direct impact.According to the factors affecting satisfaction,the management proposal for the crowdsourcing delivery platform is proposed.In response to the two situations of multi-person grabbing and unmanned orders in the crowdsourcing delivery,the decision-making model of the dispatch and the compensation incentives to encourage the order were studied.In the situation of multi-person grabbing,a multi-person grab single comprehensive decision-making model are built based on rough set theory and improved grey situation decision,and from the illustrated example,the feasibility and effectiveness of this model is explained.For the situation of unmanned orders,through the analysis of delivery cost,the cost compensation and other incentive strategies are given,and the corresponding management strategy are proposed for the crowdsourcing delivery platform.