Regression Analysis to Identify Relationship between Service Failure, Service Recovery, Customer Satisfaction and Loyalty in Food Delivery Platform

We explored the relationship and impact of service failures, acceptance of service recovery strategy, post-recovery satisfaction, and loyalty in the food delivery service industry. We used the convenience sampling method and adopted an online questionnaire survey on food delivery services for consumers aged 19 to above 30. Service failure, service recovery strategy acceptance, post-recovery satisfaction, and loyalty scales were explored. A total of 128 valid responses were analyzed for descriptive statistics, t-test and one-way analysis of variance, Pearson correlation analysis, and regression analysis. Missing food items was the most common and most serious service failure. Providing a refund was the most efficient service recovery strategy. If the service recovery strategy was handled properly, it effectively improved satisfaction and loyalty after service recovery was applied. If the service charge of delivery platforms increased, consumers mostly reduced the usage of the service. Therefore, delivery staff need to check whether the meal was correctly delivered. If service failures occur, active care or apologies must be made with the refund. Delivery platform must avoid increased service change and consumers would use the platform stably.