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

Authors

Molina, Manuel

Ramírez, Karla

Campoverde, Ronald

González, Víctor Hugo

Vera, Christian

Abstract

The objective of this study is to evaluate the quality of service of delivery applications, in order to be able to know which factors are most important for consumers when making their online purchase process and how much influence these factors have on customer loyalty. consumer. 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 the 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 Eats" is the market leader despite that its users consider that the shipping cost is somewhat high.