THE CUSTOMER’S SATISFACTION OF THE FOOD DELIVERY SERVICE : UBER EATS AND LINE MAN IN BANGKOK

Abstract

The purposes of this research were to compare customers’ satisfaction on food delivery services of Uber Eats and Line Man in bangkok and to examine the relationship among factors affecting customers’ satisfaction on food delivery services of Uber Eats and Line Man in bangkok. Conceptual framework was based on American Customer Satisfaction Index. Stratified random sampling technique was applied to select 409 customers to answer self-reported questionnaire. Data was analyzed by bivariate analysis and regression analysis. Research findings revealed that Line Man customer satisfaction was statistically significantly higher than that of Uber Eats; and value and image of service had statistically affecting factors satisfaction customer. Customer satisfaction affects customer loyalty had statistically significant. Considering each aspect, customers prioritized the image of service with modern systems that a customer had reliability of service. As a result, satisfaction and the satisfaction of also affects to the loyalty of consumer services, include introduction to acquaintances.