Impacto del Riesgo Percibido del COVID-19 en la Calidad de Servicio, Satisfacción e Intención de Compra de los aplicativos de delivery

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.