A Study on the Impact of E-Commerce Politeness on the Service Quality of Food Delivery platforms

With the rise of the Internet, food delivery platforms have experienced rapid growth, drawing attention to the quality of service provided to consumers. This study examines consumer experiences on food delivery platforms from the perspective of e-commerce politeness and provides effective recommendations for enhancing service quality. By employing the Critical Incident Technique (CIT), the study identifies key service quality issues that consumers encounter—including problems related to interface design, food delivery platform regulation, pricing discount mechanisms, precise delivery, humanistic care, and after-sales service. Based on these findings, recommendations are offered to help create a better market environment and enhance the service quality experience for consumers.