Bibliographic citations
Peralta, R., Puell, S. (2021). Factores que influyen en la calidad de servicio, satisfacción y lealtad del consumidor en el uso de una aplicación de delivery [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/658971
Peralta, R., Puell, S. Factores que influyen en la calidad de servicio, satisfacción y lealtad del consumidor en el uso de una aplicación de delivery [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2021. http://hdl.handle.net/10757/658971
@misc{sunedu/4387433,
title = "Factores que influyen en la calidad de servicio, satisfacción y lealtad del consumidor en el uso de una aplicación de delivery",
author = "Puell Montoya, Scarlet Geraldine",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2021"
}
The use of delivery applications rose significantly during the pandemic and practically made them essential. The fundamental change in the context in which these applications operated meant that this service had to adapt to the "new modality", to the increase in demand and to the competition simultaneously. For this reason, it is very relevant to understand which are the factors that today most influence the choice and permanence of delivery applications. This study proposes a research model to understand the relationship between the dimensions of service quality with satisfaction with customer loyalty with respect to delivery applications. To measure the quality of service, the following dimensions are being considered: Organization of the platform / application, responsiveness of the platform, legal protection of personal data, interaction between peers, social and tangible interaction. The study will be carried out on men and women between the ages of 21 and 35 who have used delivery applications in the last six months. The selection of the sample will be for convenience, not probabilistic, and 400 surveys will be carried out.
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