EFFECT OF COVID ON THE SHARING ECONOMY: DELPHI ANALYSIS CONFIRMS THAT QUALITY PLAYS A KEY ROLE IN CUSTOMERS' SATISFACTION

Alejandra Cueva, Anna Akhmedova, Frederic Marimon

Abstract: 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 this study 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 statements related to technology, specifically, those related to new forms of mobility and to the generation of new mobile connection and devices.

Keywords: Sharing Economy, Service Quality, Customer Satisfaction, COVID, Delphi

DOI: 10.24874/IJQR17.01-13

Recieved: 14.09.2021  Accepted: 01.07.2022  UDC: 608.34

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