El confinamiento por COVID-19 y la satisfacción respecto a las empresas de pedidos de comida a domicilio

Autores/as

  • Washington Macías-Rendón Associate Professor, Facultad de Ciencias Sociales y Humanísticas, Escuela Superior Politécnica del Litoral - ESPOL, Guayaquil, Ecuador. https://orcid.org/0000-0003-2742-5132
  • Katia Rodríguez-Morales Instructor and Graduate Department’s Coordinator, Facultad de Ciencias Sociales y Humanísticas, Escuela Superior Politécnica del Litoral - ESPOL, Guayaquil, Ecuador. https://orcid.org/0000-0002-7613-2582
  • Holger Raúl Barriga-Medina Instructor, Facultad de Ciencias Sociales y Humanísticas, Escuela Superior Politécnica del Litoral - ESPOL, Guayaquil, Ecuador. https://orcid.org/0000-0003-3067-7517

DOI:

https://doi.org/10.18046/j.estger.2021.159.4331

Palabras clave:

empresas de pedidos de comida a domicilio, satisfacción digital, calidad del servicio digital, calidad percibida de la comida, repartidores

Resumen

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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Publicado

2021-04-07

Cómo citar

El confinamiento por COVID-19 y la satisfacción respecto a las empresas de pedidos de comida a domicilio . (2021). Estudios Gerenciales, 37(159), 200-209. https://doi.org/10.18046/j.estger.2021.159.4331