O confinamento por COVID-19 e a satisfação com as empresas de entrega de comida em domicílio
DOI:
https://doi.org/10.18046/j.estger.2021.159.4331Palavras-chave:
empresas de entrega de comida em domicílio, satisfação digital, qualidade do serviço digital, qualidade percebida dos alimentos, concessionáriosResumo
Os objetivos desta pesquisa são explorar qualitativamente as atitudes em relação às empresas de entrega de comida em domicílio (ODP pela sigla em inglês) durante o confinamento por COVID-19 no Equador e analisar quantitativamente se há mudanças na satisfação digital em relação aos ODPs e três fatores determinantes (qualidade do serviço digital, aspectos pessoais dos entregadores e qualidade da comida) no referido período. Os resultados da análise qualitativa de 104 opiniões de clientes evidenciam atitudes positivas em relação aos ODPs e uma nova motivação para a sua utilização: redução da exposição ao risco. A preocupação com a aplicação de medidas de biossegurança por restaurantes e entregadores também foi evidente. Um modelo de equação estrutural (n = 483) mostrou que a variável aspectos pessoais perdeu significância como determinante da satisfação digital durante o confinamento; resultado atribuível à redução do contato pessoal durante a entrega de alimentos.
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