物流管理-美团外卖服务质量提升研究论文材料资料.doc

美团外卖服务质量提升研究 【摘要】 随着移动网络的普及、信息技术的发展，造就了各类外卖平台APP的迅速发展, 给消费者带来了崭新的消费体验。只要消费者在线上下载外卖APP到手机移动终端, 在线上选择自己喜欢的餐厅, 订购美食, 线下就会有送餐员把美食送到面前, 实现了O2O模式与订餐APP的深度结合。本文以美团外卖APP为例, 基于服务营销理论以及质量控制理论,从六个维度来构建了美团外卖服务质量评价的体系,进而采用问卷调查法,了解美团外卖现有服务体系的现状与问题，并提出了美团外卖服务质量改进的建设性建议。即只有严把食品质量关、提高网站服务质量、加强配送管理规范、提高服务软实力入手，才能提升消费者的感知服务质量，最终使美团外卖服务质量得到提升。 【关键词】 美团外卖；服务质量；服务质量提升 Research on the improvement of quality Meituan takeout Service 【Abstract】 With the popularity of mobile network information technology development, contributed to the rapid development of all kinds of take-out platform APP gave consumers a new shopping experience as long as consumers in the online download take-out APP to the mobile terminal, choose their favorite restaurant, online ordering food, offline will have meals member sent food to front, implements the O2O model combined with the depth of the reservation APP Meituan take-away APP, for example, this paper Based on service marketing theory and the theory of quality control, from six dimensions to build the Meituan take-out service quality evaluation system, and then USES the questionnaire survey, understand Meituan take-out service system of the present situation and the existing problems, and put forward the Meituan take-out service quality improvement of constructive Suggestions that only strict quality management the food to improve service quality. 【Keywords】Meituan Take-away; quality of service; quality of service promotion 目 录 840_WPSOffice_Level1 1 绪论 1 7699_WPSOffice_Level2 1.1 选题背景及意义 1 31888_WPSOffice_Level3 1.1.1 研究背景 1 176_WPSOffice_Level3 1.1.2 研究意义 1 20728_WPSOffice_Level2 1.2 研究现状 2 3440_WPSOffice_Level2 1.3 研究内容和研究方法 3 18659_WPSOffice_Level3 1.3.1 研究的主要内容 3 19155_WPSOffice_Level3 1.3.2 研究方法 3 27164_WPSOffice_Level3 1.3.3 研究创新点 5 16581_WPSOffice_Level1 2 理论基础 5 32092_WPSOffice_Level2 2.1 服务质量概念 5 30767_WPSOffice_Level3 2.1.1 服务营销理论 5 7966_WPSOffice_Level3 2.1.2 餐饮服务质量 5 7966_WPSOffice_Level3 2.1.3 感知服务质量 5 7966_WPSOffice_L