Identification of Factors Affecting Customer Satisfaction on the Example of Yandex. Eda Company

Student: Martisova Irina

Supervisor: Daria Wijler

Educational Programme: Management (Bachelor)

Year of Graduation: 2019

There has been an active growth in food delivery companies in recent years. Due to the connection of customer satisfaction with repeated purchases, its impact on the financial performance of the company, it becomes especially important to understand what factors affect customer satisfaction. This study examined the theoretical foundations of the concept of satisfaction, the methods and models for its measurement. The analysis of the food delivery market and internal analysis of the Yandex.Eda company was conducted. In the empirical part an analysis of data obtained in the course of Yandex. Eda clients survey is presented. As a result, the most important factors affecting customer satisfaction of Yandex.Eda clients were evaluated, and practical recommendations to improve the company's customer satisfaction were developed.

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