臺灣博碩士論文加值系統

智慧型手機已經成為現代人的生活工具之一，在台灣 12 歲以上民眾的網路使用率已達 83%。而隨著網路時代及生活型態的改變，加上全球新冠肺炎疫情感染之下，線上餐點外送服務也已經在食品和飲料業中嶄露頭角。消費者使用外送平台日益增加，伴隨著餐飲業者與外送業者合作模式更是日益擴大。因此此商業模式下也伴隨著食品安全疑慮，而消費者在消費過程中是否有安全疑慮及消費者對其食品安全態度為何將是本研究之目的。本研究透過Google網路問卷於110年 2 月 13 日至 2 月 28 日發放，以大台北地區民眾為受試對象，回收總樣本數 435 份，有效樣本數 418 份，回收率 96.1%。
本研究受訪者男女比為1:2，年齡以 21 - 40 歲為主，大學或專科學歷以上，行業以服務業居多，平均月收入以2萬5千元至5萬5千元，未婚者為主，葷食為大多數飲食習慣。根據結果顯示，所有受訪的消費者都知道外送平台，了解其服務內容者為 95.7%，實際使用過為 77.5%，未使用的消費者有 22.5%。大多數消費者使用原因以方便及節省時間為主，不使用之原因則以價格及運費太高為考量。因現代生活型態及工作型態的改變與疫情流行趨勢下，民眾對於外送平台使用及依賴程度也在本研究中有提高趨勢。而不管是送餐時間、溫度及包裝包材皆是影響消費者的使用頻率及滿意度之因素。消費者與在實體店面用餐上更在乎外送合作店家的衛生情況。客訴方面，只有約 53.7%了解外送平台之客訴管道，使用過的更只有 30%。最後本研究之受訪者對於外送平台的食安態度之調查都是有高度認同，可見民眾對於食品安全意識是提高的，對於政府及其業者都有要求與期望，但最後詢問如將食品安全成本反映於外送餐點費用中，消費者同意的只有 63.9%。與其食品安全態度並未呈現著相對關係。因此在消費者食安意識逐漸抬頭下，本研究之方向還是有限，對於實際食品安全問題並未有更深入的研究。但業者及其政府部門都將應更加重視消費者其食品安全態度並在能夠有效提高安全並且讓消費者接受中找到解決之道，讓消費者能夠在這新興的服務中有著更安全的食品與享受。
關鍵字：外送平台、食品安全、消費行為、食品安全態度。

Smartphones have become one of indispensable tools in our daily life. The Internet usage rate of people over 12 years old has reached 83% in Taiwan. Consumers increasingly use food delivery services because of the changes in lifestyles and work patterns. Also with the global pandemic, food delivery services are booming in the food and beverage industries. People even much more count on it. It facilitates the cooperation between catering and food delivery companies.Therefore, this business model is accompanied by the concern of food safety. In this research, the purpose is to find out whether food safety concerns exist during consumption and what people’s attitude is to food safety. This research was conducted by Google Forms from Feb 13th to 28th in 2021. People who were from Greater Taipei were sampling subjects. The total sample size was 435, valid number was 418, and the return rate was 96.1%.
The ratio of male to female in this research is 1:2, and their ages are between 21 to 40 years old. The educational backgrounds are junior college or above. Most of them work in the service industry, and the average monthly income range is from NTD$25,000 to $55,000. A large majority of test subjects are unmarried and omnivores. The result of research showed that most consumers have used food delivery services. 95.7% of them understand the content of it’s services, 77.5% of them have actually used it before and 22.5% are opposed. Most consumers use the services because it’s convenient and saves time, but the reasons why they don’t use it is because the price or shipping fee are too high. As lifestyle and work patterns have changed, also with people forced to stay home due to Covid-19, people increasingly use food delivery services. Factors which influence the frequency and satisfaction when consumers use a food delivery system are on- time delivery, food temperature and packing. When Consumers use the delivery services, they care more about the hygiene of the store than the time when they really are in the restaurant. In terms of customer complaints, only about 53.7% know the customer complaint channels of the delivery platform, and only 30% have used them.The respondents in this research highly agree with the food safety policies in the food delivery platforms, which shows the awareness and concern of the public toward food safety and hygiene has increased. Consumers also require and expect the food industry and the government to monitor food safety standards. But when it comes to raising the delivery price in case of the rising cost in food safety, only 63.9% of respondents agree with it. There is a slight gap between the answers about food safety concerns.Therefore, as consumers are more aware of food safety, the direction in this research is still limited, and there is no more in-depth study on food safety issues. But the food sector and the government have to pay more attention to the issue of food safety and figure out how to enhance the quality and also to convince the consumers. It will allow consumers to have safer food quality and environment in this emerging service.

Keywords:food delivery platform, food safety, consumer behavior, awareness of food safety.

摘要 I
ABSTRACT II
目次 IV
圖目錄 V
表目錄 VI
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機 2
第三節 研究目的 .2
第四節 研究對象與範圍 3
第五節 研究流程 3
第二章 文獻回顧與資料探討 4
第一節 外送平台 4
第二節 消費行為 5
第三節 食品安全 6
第四節 法律規範指引 8
第三章 研究方法 10
第一節 研究方法 10
第二節 問卷施測 10
第三節 問卷設計 10
第四節 研究假設 11
第五節 資料處理及分析方法 12
第四章 結果與討論 14
第五章 結論與建議 18
參考文獻 20
問卷 79
一、前測問卷 79
二、正式問卷 84

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