Evaluation of the Quality of Service of Delivery Applications and its Influence on Consumer Loyalty

Abstract

The objective of this study is to evaluate the quality of service of delivery applications, in order to have knowledge of which factors are most important for consumers when making their online purchase process and how much influence these factors have on the purchase process. consumer loyalty. Therefore, a quantitative study was carried out through a survey that uses several measurement models such as ESQUAL. This survey was applied online to 319 residents of the city of Guayaquil who use delivery applications. In th e analysis of the results, the data was divided into three groups: "General", "Uber Eats" and "Other apps", to evaluate the behavior of the variables of each group by estimating a Structural Equation Model. Among the main results, it is highlighted that the variables Guarantee, Personalization, Relationship with the brand and Traceability have a positive and significant effect on the loyalty of users of delivery apps and that "Uber Ea t s"is the market leader despite that its users consider that the shipping cost is somewhat high.

Comportamiento del consumidor de food delivery apps en la Ciudad de Puebla, México

“…28.9% permaneció neutral y 12.8% muy satisfecho. Según Molina et al (2022), la satisfacción de los clientes con el servicio recibido por el comercio electrónico puede generar un sentimiento de beneficio para el cliente y percepción positiva de la empresa que lo proporciona, lo cual puede derivar en la generación de lealtad.…”