Research on Customer Loyalty of O2O Takeout Logistics Service

• Main Authors: Mimi Shao, Yueyue Huang
• Format: Article
• Language: English
• Published: EDP Sciences 2021-01-01
• Series: E3S Web of Conferences
• Online Access: https://www.e3s-conferences.org/articles/e3sconf/pdf/2021/29/e3sconf_eem2021_03032.pdf

With the wide-spread Internet, e-commerce has grown rapidly. It has prompted the traditional catering industry to form a novel “Internet plus catering” mode. In order to provide customers with costeffective products continuously, takeout platforms should focus more on high-quality consumer experience, so as to improve customer loyalty and occupy a larger market share. The paper attemps to prove that the customer loyalty can be improved by enhancing the quality of takeout O2O logistics services. Through analysis of the status quo of takeout O2O services and previous research conducted by other scholars, a comprehensive survey was conducted to collect basic data to constuct a measurement model of quality of O2O logistics services. The result of this study suggests that: three factors seem to have a rather significant impact on customer loyalty, which are the timeliness, convenience and empathy for logistics services (impact degree in ascending order). It is hoped that this research can provide some insight for the development of food delivery industry.