Combining zmet and mec in study of user expectations for ideal catering customer service app

Abstract

Abstract. The designing and marketing models of general catering customer service APP are made from business owners needs or from commissioned design company's thoughts. The ZMET and MEC technique are used to understand the consumers more properly. Consumers usually will not purchase a product for just the physical content or functionality of the product but will do so because of other reasons, such as what the product presents socially, how it affects their emotions and more In this context, it is necessary to identify the meaning better. This research attempts to understand how customer satisfaction in the context of the catering industry could be understood better by identifying product and company attributes. The catering company can then develop a unique style of their own, so consumers can better understand the ethos of the company, their culture and style. According to consumers' experience, we conclude 5 user expectations of catering customer service APP, including Fans Evaluation, Online-to-Offline Consistency, Timeliness, Smart Order, and Customized Logistics. In this paper, the results of these information show that the user expectations of catering customer services APP will become the effective scientific reference and different patterns of cognitive communities.

The Sustainable Innovation Design in Catering Service

“…The 29-item DINESERV questionnaire comprises service quality standards that fall into the five categories of assurance, empathy, reliability, responsiveness, and tangibles. The food service [13,15,62,63], education service [64], health service [65][66][67], and tourist service [68] were investigated with the SERVQUAL survey instrument in several articles. These studies, however, complement each other well, for each emphasizes a different aspect of web apps.…”

“…Study [11] examined which factors affect the intention of mobile application use, including ease of use, importance of others' opinions, entertainment motivations, and information seeking motivations. Study [63] attempts to combine ZMET and MEC techniques in the study of the user expectations of catering customer service apps. Previous research has shown efforts on learning and understanding functions affect user preferences of mobile apps.…”