餐饮产品顾客满意度影响因素研究——基于购餐方式差异性视角的思考

Research on the Influence Factors of Customer Satisfaction of Catering Products:Thinking Based on the Lens of Meal Purchasing Method Disparities

数字经济时代下顾客就餐方式与需求发生很大变化,对餐饮企业提出了新的发展要求。从购餐方式差异性角度出发,分析线上购餐和线下购餐两个维度,运用因子分析法并建立回归模型,探讨了影响餐饮产品顾客满意度的主要因素以及它们对顾客满意度的影响程度。结果表明:产品品质、产品营销、便利性、产品属性、快速决策以及就餐安适六个因子均对顾客满意度产生显著且正向的影响。值得特别注意的是,产品品质因子和快速决策因子分别对顾客线上和线下购餐满意度影响程度最大。根据分析结果,提出提高餐饮产品顾客满意度的对策与建议。

The digital economy era has witnessed a significant transformation in customer dining modes and demands,imposing new requirements on the development of the catering industry.This study examines online and offline meal purchasing,focusing on the disparities in meal purchasing methods.Utilizing factor analysis and constructing a regression model,we delve into the primary factors influencing customer satisfaction with food and beverage products,elucidating their impact on overall customer satisfaction.The research findings indicate that six factors within dining demands,namely product quality,product marketing,convenience,product attributes,prompt decision-making,and dining comfort,exert significant and positive effects on customer satisfaction.It is noteworthy that product quality and prompt decision-making have the most substantial impact on customer satisfaction with online and offline meal purchases,respectively.Drawing on the analysis results,strategies and recommendations are proposed to enhance customer satisfaction with catering products.