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Regression Analysis to Identify Relationship between Service Failure, Service Recovery, Customer Satisfaction and Loyalty in Food Delivery Platform

We explored the relationship and impact of service failures, acceptance of service recovery strategy, post-recovery satisfaction, and loyalty in the food delivery service industry. We used the convenience sampling method and adopted an online questionnaire survey on food delivery services for consum...

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Principais autores: You-Jie Huang, Shu-Chia Chang, Yi-Shin Lin, Ho-Yi Chan, Wei-Ting Chang
Format: Artigo
Sprog:Inglês
Udgivet: MDPI AG 2024-08-01
Serier:Engineering Proceedings
Fag:
service failures
service recovery strategy
food delivery service
Online adgang:https://www.mdpi.com/2673-4591/74/1/28
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