Abstract

MACIAS-RENDON, Washington; RODRIGUEZ-MORALES, Katia  and  BARRIGA-MEDINA, Holger Raúl. COVID-19 lockdown and the satisfaction with online food delivery providers. estud.gerenc. [online]. 2021, vol.37, n.159, pp.200-209.  Epub July 27, 2021. ISSN 0123-5923.  https://doi.org/10.18046/j.estger.2021.159.4331.

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.

Keywords : online food delivery providers; e-satisfaction; e-service quality; perceived food quality; delivery workers.

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