1摘 要随着互联网的迅猛发展，信息化技术的产品受到了人们的重视，移动互联网给人们的生活带来了便利。2010 年提出的团购模式受到了极大的关注，并在 2011 年进入了我国掀起了本地化商业模式的热潮。经过数年的发展，国内的外卖市场已经扩张到了相当大的规模，形成了美团与饿了么两大平台。正当外卖的话题逐渐进入人们视野的时候，外卖的服务质量引起了人们的重视。本文针对外卖的服务质量进行研究，首先对外卖的优势、劣势、机遇和挑战进行分析以及目前外卖企业内部环境进行分析，然后通过从相关网站查询到的数据对当前外卖行业、经济环境、技术环境和消费者进行分析，并通过爬虫的方式从外卖相关网站上爬取数据进行消费者对外卖服务满意度的数据分析。在分析中，消费者主要强调与外卖平台和外卖商人的互动，以及这种互动是否及时等。消费者对食品卫生和食品包装的评价相对一般。外卖平台用户的主要选择和考虑是外卖平台本身的精美设计，在线支付的安全程度以及整个平台支付的便利性。针对数据分析结果，对外卖服务中的渠道、过程和配送等方面提出了优化策略。关键词：外卖服务；优化策略；数据分析2AbstractWith the rapid development of the Internet, the products of information technology have attracted people's attention, and the mobile Internet has brought convenience to people's life. The group buying model proposed in 2010 has attracted great attention, and in 2011, it has entered into a boom of localized business model in China. After several years of development, the domestic take out market has expanded to a considerable scale, forming two major platforms: meituan and eleme. Just as the topic of takeout has gradually come into people's vision, the service quality of takeout has attracted people's attention.This paper studies the service quality of takeout. Firstly, it analyzes the advantages, disadvantages, opportunities and challenges of takeout and the internal environment of takeout enterprises. Secondly, it analyzes the current takeout industry, economic environment, technical environment and consumer...
