台灣UBER EATS外送平台服務品質之研究

Research on service quality of Taiwan UBER EATS delivery platform

疫情期間60%的人使用外送服務，外送平台已經成為人們減少面對面接觸的方式之一。現在疫情逐漸消退，人們開始回歸正常生活，跟據2022年MIC產業情報研究所調查，使用外送服務用戶更達到72%。因此提升平台業者服務品質，豐富其服務內容是本研究主旨。
本研究以PZB（1985）服務品質模式為基礎應用SERVEQUAL（PZB，1988）量表，設計服務品質問卷來分析消費者的重要性和滿意度。結合重要性績效分析（IPA）與品質機能展開法了解消費者對Uber Eats平台提供的產品和服務品質績效。
本研究結果重點如下，Uber Eats外送平台的服務品質因素五項中重要度最高為「可靠性」，其次為「反應性」、「關懷性」；Uber Eats外送平台服務特性中最重要的前三項為「外送系統安全性」、「外送系統操作方便性」、「外送系統即時回應」。

During the epidemic, 60% of people used delivery services. Food delivery platforms have become one of the ways people reduce face-to-face contact. Now that the epidemic is gradually subsiding, people are beginning to return to normal life. According to a survey conducted by the MIC Industry Intelligence Research Institute in 2022, 72% of users use delivery services. Therefore, improving the service quality of platform operators and enriching their service content is the purpose of this study.
Based on the PZB (1985) service quality model, this study applies the SERVEQUAL (PZB, 1988) scale and designs a service quality questionnaire to analyze the importance and satisfaction of consumers. Combining Importance Performance Analysis (IPA) and Quality Function Deployment(QFD) method to understand consumers' quality performance of products and services provided by the Uber Eats platform.
The key points of this study are as follows. Among the five service quality factors of the Uber Eats delivery platform, ''reliability'' is the most important, followed by ''responsiveness'' and ''caring''. Among the service characteristics of the Uber Eats delivery platform, the most important The first three items are ''delivery system security'', ''delivery system operation convenience'', ''delivery system real-time response''.