Title:
Investigating the Service Quality of Instant Delivery on E-commerce Platforms: a Case Study of Meituan

Authors:
I-Ching Chen*, Beiyi Chen, China

Abstract:

The rapid development and widespread adoption of the Online-to-Offline (O2O) business model have given rise to the instant delivery logistics system. Over time, new forms of instant delivery have matured and entered a stable growth phase. However, ensuring service quality amid increasing market demand presents significant challenges. This study explores the key factors influencing customer satisfaction in Meituan's instant delivery service by employing the Critical Incident Technique (CIT). Through an analysis of customers' satisfactory and unsatisfactory experiences with Meituan's instant delivery, the study categorizes and examines critical incidents. The findings indicate that fulfillment efficiency, job responsibilities, service attitude, and cargo integrity are the primary determinants of customer satisfaction. Accordingly, this study proposes three mechanisms—transportation equipment optimization, delivery personnel management, and customer service enhancement—to improve customer satisfaction and foster high-quality development in the instant delivery sector.

DOI: http://dx.doi.org/10.51505/ijaemr.2025.1208