“互联网+”形式下小微餐饮企业顾客满意度影响因素研究——以无锡藕塘职教园为例

Study on influence factors of customer satisfaction with small and micro catering enterprises based on Internet plus model——Taking Wuxi Outang Vocational Education Park as an example

基于"互联网+"的新商贸模式,小微餐饮企业进入了快速发展通道。研究该类企业的顾客满意度影响因素,有助于解决企业经营问题,提升企业服务水平。通过SPSS分析,得出这类企业顾客满意度影响因素可以分为两级。其中一级影响因素包括感知质量、消费者期望、品牌形象等;二级影响因素包括感知配送质量、感知网站质量、感知食品质量。

In recent years,along with the new business model based on Internet plus,small and micro catering enterprises develop quickly.The study on the influencing factors of customer satisfaction of the enterprises is helpful to solve such business issues,improve the service level,and make them operate successfully.Through the literature research combined with SPSS analysis,the article finally proves that the factors which affect customers’satisfaction can be divided into two levels.The first level of influencing factors includes quality perception,consumer expectation,brand image,value perception,and customer complaints.The second level of influencing factors includes distribution quality perception,site quality perception,food quality perception,etc.