摘要摘要当今社会，互联网的应用已经深入到了人们生活的方方面面，不论是寻找信息还是购买生活用品，人们自然而然的就会想到网络然后付诸行动。与此同时，线上与线下之间的商务联系也由于本地化电子商务的发展而变得越来越亲密。因此，作为本地生活服务类电子商务的020模式也随之迅速发展。商家首先对线下的商品以及提供的相关服务在网络上进行一个简单的介绍和展示，再在网络上设置在线支付，这一做法对于消费者来说，不但增加了选择的宽度，还可以进行详细的对比，选择最适合自己的服务方式。020消费模式给消费者带来了前所未有的消费体验，尤其是餐饮类行业的产品和服务，它是020消费模式的典型代表。越来越多的020在线平台不断改革，纷纷增加餐饮产品服务，为餐饮业带来了勃勃生机。75234

O2O在线外卖用户体验评价体系与传统的餐饮用户体验评价有所不同，本文通过研究餐饮行业用户满意因素及用户体验评价体系，结合前人经验，初步设计形成了“O2O模式在线外卖用户满意度的模糊评价模型”。基于该模型，本文进一步提出了口碑网外卖优化的原则与策略，即加强外卖O2O 商家的诚信管理、优化外卖O2O商家的配送流程、进行多形式多平台促销吸引用户。

毕业论文关键词：口碑网外卖； O2O网站； 用户体验； 评价

Abstract    In today's society, the application of the Internet has penetrated into every aspect of our lives, whether it is looking for information or purchase of goods, people will naturally think of the network and then put into action。 At the same time, the business links between online and offline have become more and more intimate with the development of localized e-commerce。 Therefore, as the O2O model of local living services, e-commerce has also developed rapidly。 First, businesses on the line of goods and provide related services on the network for a simple introduction and presentation, in the network settings online payment, this approach for consumers, not only increase the width selection, can also detailed comparison, choose the most suitable for their own services。 O2O consumption patterns to the consumer has brought an unprecedented consumption experience, especially in the food and beverage industry products and services, it is a typical representative of the O2O consumption patterns。 More and more O2O online platforms continue to reform, have increased food and beverage services for the catering industry has brought vitality。

O2O online takeaway user experience evaluation system and the traditional catering user experience evaluation of different, this paper through the study of catering industry customer satisfaction factors and user experience evaluation system, preliminary design formed "O2O model online takeaway user satisfaction with the fuzzy evaluation model。 The model perfectly combines with previous experience and research conclusions, and puts forward the principle and strategy of word-of-mouth network take out optimization。

Key words: word of mouth;  O2O website;  user experience;  evaluation

目    录

摘    要 2

Abstract 3

1 绪论 5

1。1研究背景和意义 5

1。2国内外相关研究 5

1。 3研究方法 6

1。 4研究内容 6

2。相关理论概述 7

2。1外卖O2O发展现状 7

2。1。1  国内外卖O2O行业发展中存在的问题