Author(s)

Xiaotian Xu ¹, Wai Nga Leong ¹

Affiliation(s)

¹ Faculty of Business, City University of Macau, Macau, China

Corresponding Author

Xiaotian Xu

ABSTRACT

Good service quality has long been considered as a necessary requirement for a successful business. Under speed delivery of goods, besides the time requirements, it is also essential to ensure service quality from take away riders. This article conducts research on delivery services of Meituan. We begin the research by analyzing online contents from customer reviews to figure out high frequency negative comments from customers. With that, we design our service quality and service management questionnaires. After in-depth analysis on the survey outcomes, we figure out the weaknesses of Meituan service management process. Our results suggest that even though Meituan has high quality food providers, there is a need to improve the management process to strengthen the impact of service quality to repurchasing incentive from customers. 

KEYWORDS

Service Management, Service Quality, Willingness to Repurchase, Evaluation System

CITE THIS PAPER

Xiaotian Xu, Wai Nga Leong, Importance of Managing Service Quality. Information Systems and Economics (2023) Vol. 4: 1-10. DOI: http://dx.doi.org/10.23977/infse.2023.040101.

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