隨著網路技術的發展，通過網路訂購外賣已逐漸融入人們的日常，成爲了一種生活常態。本研究從顧客的角度，以傳統的SERVQUAL量表爲基礎，進行「餓了麽」平台服務品質的調查，並通過層次分析法計算出「餓了麽」平台服務品質各維度和指標要素的權重，最後運用模糊綜合評價法將上述兩者進行整合，對「餓了麽」平台的服務品質進行綜合評價。結果發現，顧客對「餓了麽」平台服務品質的總體評價是「好」的。最後根據研究結果爲如何提升服務品質給出合理的對策與建議。

With the development of network technology, ordering catering takeout through the web has gradually integrated into people's daily life and has become a normal life. From the perspective of customers, based on the traditional SERVQUAL scale, this study investigates the service quality of ＂ele.me＂. This study calculate the weight of each dimension and index element of service quality of ＂ele.me＂ by the AHP and uses fuzzy synthesis evaluation method to integrate both above, synthesis evaluation of service quality of ＂ele.me＂. The result found that the customer's overall evaluation of the service quality of ＂ele.me＂ is ＂good＂. Finally, according to the analysis results, we gives reasonable countermeasures and suggestions to improve service quality.