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Subject: search.filters.subject.Customer Satisfaction

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    A Comparison of Restaurant-Based and E-Commerce Food Delivery: Customer Evaluation Based on Expectations and Satisfaction
    (2024-01-01)
    Yasirandi, Rahmat
    ;
    Thanasopon, Bundit
    This study examines the impact of the COVID-19 pandemic on consumer preferences between restaurant-based and e-commerce food delivery services. Utilizing the E-Service Quality (E-ServQual) model, which includes dimensions such as Efficiency, Fulfillment, Reliability, Privacy, Responsiveness, Compensation, and Contact, the research assesses which delivery method satisfactions align more closely with user expectations through customer evaluations. Methods include a comparative analysis using data collected from surveys. To obtain a robust dataset, the study surveyed 200 consumers who have used both restaurant-based and e-commerce services during the pandemic. This sample size provides sufficient statistical power to discern significant differences between the two service types. Findings indicate that e-commerce platforms generally excel in efficiency, responsiveness, and compensation, whereas restaurant-based services perform better in terms of fulfillment, reliability, privacy, and contact. The results also identify key dimensions from both types of online food delivery services. This analysis provides valuable insights into specific areas where service providers can focus their improvement efforts to meet and exceed consumer expectations. The study contributes to the understanding of shifting consumer behaviors in response to global disruptions like the pandemic.
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    Applications of Industry 4.0 during COVID-19 Situation for Thailand's Logistics System in Customer Satisfaction Context
    (2021-01-01)
    Buranasing, Y.
    ;
    Jongprasithporn, M.
    ;
    Yodpijit, N.
    The COVID-19 outbreak has affected business activities in many industries that can be disrupted by customer behavior. Logistics system plays the major role for response customer satisfaction. This research aims to develop logistics system in customer satisfaction context during COVID-19 situation in Thailand using Industry 4.0 principles. This paper presents the overview of Industry 4.0 and logistics system, the evaluation of customer satisfaction in logistics system during COVID-19 situation, and the applications of Industry 4.0 for logistics system in customer satisfaction context during COVID-19 situation. This study is conducted using focus group and interview with managers from large logistics service providers in Thailand. Results indicate that the use of Industry 4.0 technologies and the development of employees' skills are the potential solutions for reducing the effects of COVID-19 in logistics system. IoT, Cloud, and Big Data support all of customer satisfaction factors. It is also found that the use of appropriate Industry 4.0 technologies and the improvement of the logistics system are the critical aspects for enhancing business competitiveness during the COVID-19 pandemic.