Research on construction of takeout O2O platform service quality evaluation system

This paper analyzes the characteristics of the takeout restaurant and takeout website, and constructs the service quality evaluation system of the O2O takeout platform based on the SERVPERF model and the ETAILQ model. The paper also uses the data collected by the questionnaires to carry out exploratory factor analysis. The results show that the takeout O2O platform service quality evaluation index system includes two main aspects of the website service quality evaluation and the restaurant service quality evaluation. Takeout restaurant service quality evaluation contains three dimensions of empathy, timeliness, reliability. Takeout website service quality evaluation contains two dimensions of security and website design.