El confinamiento por COVID-19 y la satisfacción respecto a las empresas de pedidos de comida a domicilio
DOI:
https://doi.org/10.18046/j.estger.2021.159.4331Palabras clave:
empresas de pedidos de comida a domicilio, satisfacción digital, calidad del servicio digital, calidad percibida de la comida, repartidoresResumen
Los objetivos de esta investigación son explorar cualitativamente las actitudes hacia los proveedores de comida a domicilio (ODP por sus siglas en inglés) durante el confinamiento por COVID-19 en Ecuador y analizar cuantitativamente si hay cambios en la satisfacción digital respecto a los ODPs y tres determinantes (calidad del servicio digital, aspectos personales de los repartidores y calidad de la comida) en dicho periodo. Los resultados del análisis cualitativo a 104 opiniones de clientes mostraron actitudes positivas hacia los ODPs y una nueva motivación para su uso: reducción de la exposición al riesgo. La preocupación sobre la aplicación de medidas de bioseguridad por restaurantes y repartidores también fue evidente. Un modelo de ecuaciones estructurales (n=483) mostró que la variable aspectos personales perdió significancia como determinante de la satisfacción digital durante el confinamiento; resultado atribuible a la reducción del contacto personal durante la entrega de comida.
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