COVID-19 lockdown and the satisfaction with online food delivery providers

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Date

1 juin 2021

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info:eu-repo/semantics/openAccess


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online food delivery providers e-satisfaction e-service quality perceived food quality delivery workers


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Washington Macías-Rendón et al., « COVID-19 lockdown and the satisfaction with online food delivery providers », Estudios Gerenciales, ID : 10670/1.n2tys0


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The objectives of this research are to qualitatively explore the attitudes towards online food delivery providers (ODP) during the COVID-19 lockdown in Ecuador, and to quantitatively analyse whether there are changes in e-satisfaction with ODPs and three determinants (e-service quality, delivery workers personal aspects, and food quality). Qualitative analysis results of 104 customer opinions showed positive attitudes towards ODPs and a new motivation for using this service: risk exposure reduction. However, concerns about the application of biosafety guidelines by restaurants and delivery workers were also evident. A structural equations model (n=483) revealed that personal aspects lost significance as a determinant for e-satisfaction during the lockdown, most likely due to personal contact reduction during delivery. JEL classification: M31; M15.

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