Table of Contents

Acknowledgements h I

Abstract II

摘 要 III

Table of Contents IV

1. Introduction 1

1. 1 Background of the study 1

1. 2 Significance of the study 2

1. 3 Structure of the thesis 2

2. Literature review 2

2. 1 The concept of customer satisfaction 3

2. 2 The research on influencing factors of customer satisfaction 3

2. 3 The studies of the delivery satisfaction both at home and abroad 3

3. Method 4

3. 1 The aims of the research 4

3. 2 The participants 4

3. 3 Instruments 5

3. 4 Research procedures 5

3. 5 Data analysis 5

4. Results and Discussion 6

4. 1 Current customer satisfaction of Ele.me 6

4. 2 Existing problems of the customer satisfaction of Ele.me 6

4. 2. 1 The problems of merchant 6

4. 2. 2 The problems of delivery man 7

4. 2. 3 The problems of the platform internal 8

4. 3 Suggestions for improving customer satisfaction of Ele.me 10

4. 3. 1 Taking strictly check for merchant 10

4. 3. 2 Establishing a punishment mechanism 11

4. 3. 3 Improving the management system 11

5. Conclusion 12

5. 1 Major findings 12

5. 2 Limitations and implications 12

Bibliography 13

Appendix A 14

Appendix B 17