PurposeThe study aims to analyze guest comments on the Uber Eats food delivery app (FDA) in the USA during the April–June 2020 COVID-19 pandemic lockdown period. Three aspects influencing customer satisfaction with the FDA were evaluated in this study: (1) performance on the app, (2) product quality and (3) service quality.Design/methodology/approachOne thousand customer comments posted on the Uber Eats Google Play app from April 1 to June 30, 2020 were analyzed in this study. The text mining technique was applied to discover the hidden, but meaningful patterns from the unstructured text. Content analysis was applied to systematically analyze the text into organized categories and themes.FindingsAmong the three dimensions evaluated in this study, the most important dimension regarding customers' perceptions toward the FDA was the service quality dimension (40.02%), followed by the FDA's performance dimension (39.43%) and the product quality dimension (20.54%) was least important. Additionally, customers' perceptions towards the three dimensions were all unfavorable and there were more negative comments than the positive comments: FDAs (P/N = 0.728), product quality (P/N = 0.60) and service quality (P/N = 0.865).Originality/valuePrevious studies investigating FDAs assessed solely the performance of the app. However, customers' experience of a food delivery service is comprised of multiple components including the app, the restaurant and the delivery driver. To fill the void, this study evaluated a third-party app performance, product quality and service quality to capture the totality of customers' food delivery service experience.
Yield management systems focus on the appropriate amount and depth of rate categories to maximize revenue for lodging properties. However, it is the interaction between reservationists and consumers that determines the room price. This study identified and compared different levels of discounting among various lodging companies. The findings should assist managers in benchmarking the current discounting practices in lodging companies.
This study examines the behavior of gamblers who have a specific area of preferred gambling. Some gamblers prefer casino games such as table games and slots while others prefer sports betting or pari-mutuel wagering. The intention of this study was to identify differences in behaviors, activities, and attitudes of gamblers that indulge in different types of gambling. This information will be important to marketing professionals of the gaming industry in assisting them to develop promotional activities for their perspective target markets.
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