Effect of COVID on the sharing economy: Delphi analysis confirms that quality plays a key role in customers' satisfaction
This paper aims to determine the impact of COVID on the sharing economy (SE) in order to assess customer satisfaction and to understand factors other than COVID that could affect the future of the SE. Through the Delphi method, the factors relevant to the impact of COVID on the SE are analysed, and...
| Authors: | , , |
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| Format: | article |
| Publication Date: | 2023 |
| Country: | España |
| Institution: | Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya) |
| Repository: | Recercat. Dipósit de la Recerca de Catalunya |
| OAI Identifier: | oai:recercat.cat:20.500.12328/3660 |
| Online Access: | http://hdl.handle.net/20.500.12328/3660 https://dx.doi.org/10.24874/IJQR17.01-13 |
| Access Level: | Open access |
| Keyword: | Economia compartida Qualitat del servei COVID Delphi Satisfacció del client Economía colaborativa Calidad del servicio Satisfacción del cliente Sharing economy Service quality Customer satisfaction 33 |
| Summary: | This paper aims to determine the impact of COVID on the sharing economy (SE) in order to assess customer satisfaction and to understand factors other than COVID that could affect the future of the SE. Through the Delphi method, the factors relevant to the impact of COVID on the SE are analysed, and the relationship between satisfaction and quality is defined to determine loyalty. The validity of thisstudy revolves around the responses of 13 experts in each of the rounds. Results proves that the highest rank given by the experts was directly related to the impact of COVID, namely, hygiene measures, protection from contagion and the probability of an increase in transactions in the distance medicine sector. The second place was occupied by statementsrelated to technology,specifically, those related to new forms of mobility and to the generation of new mobile connection and devices. |
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