Impact of the Perceived Risk of COVID-19 on the Quality of Service, Satisfaction and Purchase Intention of delivery applications

Gutiérrez-Sánchez G.; Asalde-Bustamanre A.L.; Lodeiros-Zubiria M.L. · RISTI - Revista Iberica de Sistemas e Tecnologias de Informacao (2023)

Resumen

The research was carried out during the global pandemic caused by the COVID-19 virus. This situation led multiple companies in the restaurant industry to modify their service processes, digitizing their services through Food Delivery Applications (FDA). The study was designed to verify if the Perceived Risk of COVID-19 was able to condition user satisfaction and purchase intention through the FDA. A structural Equations Model (PLS-SEM) was proposed and the Smart PLS statistical program was used. The sample consisted of 404 FDA users who ordered from restaurants during the pandemic in Peru. The results indicated that the Perceived Risk of COVID-19 strongly and positively influences user satisfaction and purchase intention through the FDA.

Instituciones: Universidad Peruana de Ciencias Aplicadas