Title: Determinants of service quality in the COVID-19 times: an analysis of online shopping in Brazil

Authors: André Philippi Gonzaga de Albuquerque; Fagner José Coutinho de Melo; Lucas Ambrósio Bezerra de Oliveira; Denise Dumke de Medeiros

Addresses: Department of Production Engineering, Universidade Federal de Pernambuco Av. Academico Helio Ramos, s/n, CDU, 50.740-530, Recife, Pernambuco, Brazil ' Departamento de Administração, Universidade de Pernambuco, Av. Gov. Agamenon Magalhães – Santo Amaro, 50100-010, Recife, Pernambuco, Brazil ' Federal Rural Semi-Arid University, UFERSA – Brazil, Av. Acadêmico Helio Ramos, s/n, CDU, 50.740-530, Recife, Pernambuco, Brazil ' Department of Production Engineering, Universidade Federal de Pernambuco, Av. Academico Helio Ramos, s/n, CDU, 50.740-530, Recife, Pernambuco, Brazil

Abstract: Society is undergoing social transformations due to the pandemic situation of COVID-19, and social isolation is the effective measure to combat the contagion of the virus. That said, people have taken other steps to make their purchases. Therefore, organisations need to adopt ways to invest in the quality of their services to achieve customer satisfaction. The objective of the paper is to structure a model for predicting the quality of service through the consumer when making their online purchases in times of the COVID-19. The results showed that 65.72% continue to make their purchases in person. For those who obeyed the preventive measure and made their purchases online, it was possible to realise that the characteristics linked to product excellence and delivery time were the factors that led to satisfaction. This research allowed starting a discussion that helps in customer satisfaction, understanding their behaviour in the face of this crisis.

Keywords: quality of service; COVID-19; online shopping; ESQUAL; Brazil.

DOI: 10.1504/IJSOM.2023.134800

International Journal of Services and Operations Management, 2023 Vol.46 No.3, pp.429 - 447

Received: 25 May 2021
Accepted: 10 Jul 2021
Published online: 13 Nov 2023 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article