A influência dos fatores do modelo de aceitação tecnológica no grau de satisfação com aplicativos para entrega de alimentos em domicílio

Abstract

The market of food delivery has been growing in Brazil and had a turnover of R$ 11 billion in 2018. Although the orders can be placed by mobile application or by phone call, it is the first that is in full expansion. One model that attempts to explain the acceptance and use of information technology is the Technological Acceptance Model (TAM). It proposes that the actual use of technology is due to two factors: perceived utility and perceived ease of use. This article aimed to test whether there was a significant positive statistical association between these two TAM variables and the degree of customer satisfaction with food delivery applications. Therefore, a cross-sectional survey was conducted based on quantitative variables obtained through a self-administered online questionnaire with 223 individuals who used the service. Using statistical techniques of Exploratory Factor Analysis and Multiple Regression Analysis, it was determined that both perceived utility and perceived ease of use had a positive impact on customer satisfaction.