O mercado de food delivery no cenário brasileiro: uma análise da qualidade do serviço com base em percepções de clientes via internet

Abstract

The food delivery market has shown promise in recent years with the advancement of technological resources and the practicality of human habits. Given this, the following work seeks to study the opportunities and challenges of this market from the perspective of quality of service based on virtual complaints from consumers of food delivered at home. Through the survey of market research carried out in the last three years, we sought to understand how delivery has been growing and what metrics should be considered to ensure business survival. For this, a study of the evaluations of companies that operate with food delivery present in complaint sites was proposed. The analysis of the complaints made it possible to verify which are the biggest problems that generate customer dissatisfaction.