Digital skill level and perceived quality in the use of food delivery apps.
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| Title: | Digital skill level and perceived quality in the use of food delivery apps. |
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| Alternate Title: | Nível de habilidade digital e a qualidade percebida no uso dos aplicativos de delivery de comida. |
| Authors: | Garcia Donzelli, Juliana Ribeiro, Vils, Leonardo |
| Source: | Brazilian Journal of Management / Revista de Administração da UFSM. Jul-Sep2025, Vol. 18 Issue 3, p1-45. 45p. |
| Subjects: | Perceived quality, Satisfaction, Digital literacy, Local delivery services, COVID-19 pandemic, User experience, Hypothesis |
| Abstract (English): | Propose: The objective of this research is to examine the relationship between digital skills and satisfaction in the use of food delivery apps, when mediated by perceived quality. This quality is influenced by high demand and, consequently, by complaints and dissatisfaction with the use of these apps during the global crisis of the Covid-19 pandemic. Design/method/approach: A structural model was developed and empirically tested, based on digital skills and satisfaction with food delivery apps, mediated by quality, using data collected from 170 Brazilians between January and February 2023. Findings: The results showed that respondents only demonstrate satisfaction with food delivery apps if they perceive the quality of the apps, and for this to happen, the user must have digital skills. In other words, there is no satisfaction without perceived quality, and for quality to be perceived, digital skills are necessary. Originality/value: A first and second-order model encompassing digital skill level, perceived quality, and satisfaction can offer significant contributions to the literature. This is particularly true when considering digital skill level as a second-order construct, which can be reflective-formative or reflective-reflective. This construct is composed of dimensions such as platform navigation, functional use, creative skills, online problem-solving, social media engagement, and operational aspects. This approach enables a more comprehensive and accurate representation of the concept, overcoming the common limitation in the literature that often treats it as a one-dimensional construct. From a practical standpoint, this model provides valuable insights for organizations, digital platforms, educational institutions, and governmental bodies that need to adapt their services to audiences with varying levels of digital literacy. Furthermore, it deepens the understanding of user experience by demonstrating that perceived quality and satisfaction do not solely depend on product or service characteristics, but also on the individual's digital competencies. [ABSTRACT FROM AUTHOR] |
| Abstract (Portuguese): | Objetivo: Esta pesquisa objetiva examinar a relação entre habilidade digital e satisfação no uso dos aplicativos de delivery de comida, quando mediada pela qualidade percebida. Esta qualidade é influenciada pela alta demanda e, por conseguinte, pelas reclamações e insatisfação com o uso desses aplicativos, na época da crise global da pandemia da Covid-19. Design/metodologia/abordagem: Foi elaborado e testado empiricamente um modelo estrutural baseado na habilidade digital e na satisfação com os aplicativos de delivery de comida, mediada pela qualidade com a utilização de dados coletados de 170 brasileiros, entre janeiro e fevereiro de 2023. Resultados: Os resultados evidenciaram que os respondentes só demonstram satisfação com os aplicativos de delivery de comida se perceberem a qualidade dos mesmos e que, para que isso aconteça, é necessário que o usuário possua habilidade digital, ou seja, não há satisfação sem qualidade percebida e que, para que se perceba a qualidade, é preciso que se tenha habilidade digital. Originalidade/valor: Um modelo de primeira e segunda ordem que envolva o nível de habilidade digital, a qualidade percebida e a satisfação podem trazer contribuições relevantes para a literatura, especialmente ao considerar o nível de habilidade digital como um construto de segunda ordem, reflexivo-formativo ou reflexivo-reflexivo, composto por dimensões como a navegação em plataformas, uso funcional, habilidades criativas, resolução de problemas online, engajamento em redes sociais e aspectos operacionais. Essa abordagem permite uma representação mais abrangente e fiel do conceito, superando a limitação comum na literatura que frequentemente o trata de forma unidimensional. Do ponto de vista prático, esse modelo oferece subsídios valiosos para organizações, plataformas digitais, instituições de ensino e órgãos governamentais que precisam adaptar seus serviços a públicos com diferentes níveis de alfabetização digital. Além disso, aprofunda a compreensão da experiência do usuário ao demonstrar que a percepção de qualidade e a satisfação não dependem exclusivamente das características do produto ou serviço, mas também das competências digitais do indivíduo. [ABSTRACT FROM AUTHOR] |
| Copyright of Brazilian Journal of Management / Revista de Administração da UFSM is the property of Brazilian Journal of Management / Revista de Administracao da UFSM and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.) | |
| Database: | Psychology and Behavioral Sciences Collection |
| FullText | Links: – Type: pdflink Text: Availability: 0 |
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| Header | DbId: pbh DbLabel: Psychology and Behavioral Sciences Collection An: 189125615 AccessLevel: 6 PubType: Academic Journal PubTypeId: academicJournal PreciseRelevancyScore: 0 |
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| Items | – Name: Title Label: Title Group: Ti Data: Digital skill level and perceived quality in the use of food delivery apps. – Name: TitleAlt Label: Alternate Title Group: TiAlt Data: Nível de habilidade digital e a qualidade percebida no uso dos aplicativos de delivery de comida. – Name: Author Label: Authors Group: Au Data: <searchLink fieldCode="AR" term="%22Garcia+Donzelli%2C+Juliana+Ribeiro%22">Garcia Donzelli, Juliana Ribeiro</searchLink><br /><searchLink fieldCode="AR" term="%22Vils%2C+Leonardo%22">Vils, Leonardo</searchLink> – Name: TitleSource Label: Source Group: Src Data: <searchLink fieldCode="JN" term="%22Brazilian+Journal+of+Management+%2F+Revista+de+Administração+da+UFSM%22">Brazilian Journal of Management / Revista de Administração da UFSM</searchLink>. Jul-Sep2025, Vol. 18 Issue 3, p1-45. 45p. – Name: Subject Label: Subjects Group: Su Data: <searchLink fieldCode="DE" term="%22Perceived+quality%22">Perceived quality</searchLink><br /><searchLink fieldCode="DE" term="%22Satisfaction%22">Satisfaction</searchLink><br /><searchLink fieldCode="DE" term="%22Digital+literacy%22">Digital literacy</searchLink><br /><searchLink fieldCode="DE" term="%22Local+delivery+services%22">Local delivery services</searchLink><br /><searchLink fieldCode="DE" term="%22COVID-19+pandemic%22">COVID-19 pandemic</searchLink><br /><searchLink fieldCode="DE" term="%22User+experience%22">User experience</searchLink><br /><searchLink fieldCode="DE" term="%22Hypothesis%22">Hypothesis</searchLink> – Name: Abstract Label: Abstract (English) Group: Ab Data: Propose: The objective of this research is to examine the relationship between digital skills and satisfaction in the use of food delivery apps, when mediated by perceived quality. This quality is influenced by high demand and, consequently, by complaints and dissatisfaction with the use of these apps during the global crisis of the Covid-19 pandemic. Design/method/approach: A structural model was developed and empirically tested, based on digital skills and satisfaction with food delivery apps, mediated by quality, using data collected from 170 Brazilians between January and February 2023. Findings: The results showed that respondents only demonstrate satisfaction with food delivery apps if they perceive the quality of the apps, and for this to happen, the user must have digital skills. In other words, there is no satisfaction without perceived quality, and for quality to be perceived, digital skills are necessary. Originality/value: A first and second-order model encompassing digital skill level, perceived quality, and satisfaction can offer significant contributions to the literature. This is particularly true when considering digital skill level as a second-order construct, which can be reflective-formative or reflective-reflective. This construct is composed of dimensions such as platform navigation, functional use, creative skills, online problem-solving, social media engagement, and operational aspects. This approach enables a more comprehensive and accurate representation of the concept, overcoming the common limitation in the literature that often treats it as a one-dimensional construct. From a practical standpoint, this model provides valuable insights for organizations, digital platforms, educational institutions, and governmental bodies that need to adapt their services to audiences with varying levels of digital literacy. Furthermore, it deepens the understanding of user experience by demonstrating that perceived quality and satisfaction do not solely depend on product or service characteristics, but also on the individual's digital competencies. [ABSTRACT FROM AUTHOR] – Name: Abstract Label: Abstract (Portuguese) Group: Ab Data: Objetivo: Esta pesquisa objetiva examinar a relação entre habilidade digital e satisfação no uso dos aplicativos de delivery de comida, quando mediada pela qualidade percebida. Esta qualidade é influenciada pela alta demanda e, por conseguinte, pelas reclamações e insatisfação com o uso desses aplicativos, na época da crise global da pandemia da Covid-19. Design/metodologia/abordagem: Foi elaborado e testado empiricamente um modelo estrutural baseado na habilidade digital e na satisfação com os aplicativos de delivery de comida, mediada pela qualidade com a utilização de dados coletados de 170 brasileiros, entre janeiro e fevereiro de 2023. Resultados: Os resultados evidenciaram que os respondentes só demonstram satisfação com os aplicativos de delivery de comida se perceberem a qualidade dos mesmos e que, para que isso aconteça, é necessário que o usuário possua habilidade digital, ou seja, não há satisfação sem qualidade percebida e que, para que se perceba a qualidade, é preciso que se tenha habilidade digital. Originalidade/valor: Um modelo de primeira e segunda ordem que envolva o nível de habilidade digital, a qualidade percebida e a satisfação podem trazer contribuições relevantes para a literatura, especialmente ao considerar o nível de habilidade digital como um construto de segunda ordem, reflexivo-formativo ou reflexivo-reflexivo, composto por dimensões como a navegação em plataformas, uso funcional, habilidades criativas, resolução de problemas online, engajamento em redes sociais e aspectos operacionais. Essa abordagem permite uma representação mais abrangente e fiel do conceito, superando a limitação comum na literatura que frequentemente o trata de forma unidimensional. Do ponto de vista prático, esse modelo oferece subsídios valiosos para organizações, plataformas digitais, instituições de ensino e órgãos governamentais que precisam adaptar seus serviços a públicos com diferentes níveis de alfabetização digital. Além disso, aprofunda a compreensão da experiência do usuário ao demonstrar que a percepção de qualidade e a satisfação não dependem exclusivamente das características do produto ou serviço, mas também das competências digitais do indivíduo. [ABSTRACT FROM AUTHOR] – Name: AbstractSuppliedCopyright Label: Group: Ab Data: <i>Copyright of Brazilian Journal of Management / Revista de Administração da UFSM is the property of Brazilian Journal of Management / Revista de Administracao da UFSM and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.) |
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| RecordInfo | BibRecord: BibEntity: Identifiers: – Type: doi Value: 10.5902/1983465991110 Languages: – Code: eng Text: English PhysicalDescription: Pagination: PageCount: 45 StartPage: 1 Subjects: – SubjectFull: Perceived quality Type: general – SubjectFull: Satisfaction Type: general – SubjectFull: Digital literacy Type: general – SubjectFull: Local delivery services Type: general – SubjectFull: COVID-19 pandemic Type: general – SubjectFull: User experience Type: general – SubjectFull: Hypothesis Type: general Titles: – TitleFull: Digital skill level and perceived quality in the use of food delivery apps. Type: main BibRelationships: HasContributorRelationships: – PersonEntity: Name: NameFull: Garcia Donzelli, Juliana Ribeiro – PersonEntity: Name: NameFull: Vils, Leonardo IsPartOfRelationships: – BibEntity: Dates: – D: 01 M: 07 Text: Jul-Sep2025 Type: published Y: 2025 Identifiers: – Type: issn-print Value: 19834659 Numbering: – Type: volume Value: 18 – Type: issue Value: 3 Titles: – TitleFull: Brazilian Journal of Management / Revista de Administração da UFSM Type: main |
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