A TAM model for Customer Satisfaction of Chinese Food delivery platform under O2O Mode

Abstract

With the rapid popularity of smart phones, O2O sales mode has developed rapidly in China. China's delivery service industry has also seen rapid development. There are also more and more ordering platforms based on the O2O sales mode. While the competition between different platforms, customer satisfaction is particularly important. This article analyzes five factors (system quality, information quality, service quality, food quality, and platform quality) that affect the quality of the platform and two factors (ease of use and usefulness) in the TAM model components to try to find out The constituent factors that affect customer satisfaction, and how these factors affect customer satisfaction. The study found that platform quality has a positive effect on customer satisfaction. At the same time, the usefulness and ease of use of the ordering platform will also have a positive effect on customer satisfaction.