Applying Importance–Satisfaction Model to Evaluate Customer Satisfaction: An Empirical Study of Foodpanda

Because of improving mobile platforms and faster 4G speed, the annual growth devices has exceeded 50%, many catering enterprises have integrated services to make ordering delivery more convenient for smartphone users. Thus, user satisfaction with new online food-delivery needs be explored evaluated. Using an Importance–Satisfaction Model (I–S Model), this study applied 12 service elements obtained from previous studies in-depth discussion experts scholars evaluate towards Foodpanda, first food provider in Taiwan. Questionnaires were distributed June July 2020 256 samples collected. This found that eight items fell within “Excellent Area”, one “Improvement Area” three “Careless Area”.