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Perceção de risco no consumo de refeições entregues via apps de food delivery, em contexto de pandemia pelo vírus SARSCoV-2
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Authors
Abstract(s)
A emergência da pandemia por COVID-19, associada ao vírus SARS-CoV-2, ditou inúmeras
alterações no quotidiano de todos os indivíduos e em todos os setores da sociedade. O setor da
restauração, foi fortemente afetado, particularmente nos períodos de confinamento geral
obrigatório em todo o território português, decretados durante a pandemia. De entre os vários
temas de estudo neste âmbito, torna-se revelante a realização de uma investigação afeta à
perceção dos consumidores na escolha e consumo de produtos entregues via aplicações de
entrega de alimentos em casa - apps de food delivery - em tempos de crise, visto que foi dos
serviços mais requisitados nesse momento e cuja intenção de uso pode, entre outros fatores,
associar-se à perceção de risco associada aos alimentos/refeições entregues. Neste âmbito,
este trabalho, teve como principais objetivos a caracterização e avaliação do nível e das
diferenças na perceção de risco, associadas a diferentes vias de transmissão do vírus SARS CoV-2 e especificamente a perceção deste na ingestão de refeições de food delivery pelos
consumidores. Complementarmente, também nos estafetas de serviços de entregas, importa
analisar o seu nível de perceção de risco no contacto com alimentos, decorrente do seu contacto
com staff dos restaurantes e com os próprios consumidores. De forma a dar início ao estudo, foi
adotada uma metodologia de observação direta e consequente aplicação de questionário a dois
grupos-alvo: consumidores e estafetas de empresas de food delivery. Foram utilizadas duas
amostras, em que a amostra 1 (consumidores) possuiu um grupo de participantes de 110
indivíduos, enquanto a amostra 2 (estafetas) possuiu um grupo de inquiridos com 30
participantes. Através da análise estatística exploratória, foi possível verificar que a perceção em
cada indivíduo decorre de fatores externos (e.g. fatores culturais e sociais) e internos (e.g.
motivações; perceções), não existindo uma correlação com o nível de escolaridade de cada um.
Por outro lado, denota-se a existência de variáveis que se associam a diferenças nas escolhas
dos consumidores, tais como o género, contrariamente, conclui-se que a confiança é
determinante no que diz respeito às escolhas alimentares por parte dos mesmos. Quanto aos
estafetas, verificou-se que a sua perceção de risco não estava correlacionada com a sua
ocupação, mas sim com os fatores externos e internos tal como nos consumidores. Todavia,
denota-se a necessidade das empresas de food delivery aumentarem a sua atenção para com
os seus colaboradores, disponibilizando informações e formações de forma a assegurar a sua
segurança durante o desempenhar de funções, como foi possível observar segundo os
resultados obtidos. Conclui-se assim, que a perceção que os consumidores detêm quanto aos
serviços utilizados, aparentemente não funciona como barreiras ao usufruto dos mesmos. Esta
perceção foi em certa medida validada pela avaliação dos comportamentos dos estafetas de
food delivery, tendo-se verificado que não apresentavam comportamentos de risco e indicaram
conhecer boas práticas e medidas preventivas.
The emergence of the COVID-19 pandemic, associated with the SARS-CoV-2 virus, dictated countless changes in the daily lives of all individuals and in all sectors of society. The catering sector was strongly affected, particularly during the periods of mandatory general confinement throughout the Portuguese territory, enacted during the pandemic. Among the various topics of study in this area, it became revelavant to conduct an investigation related to the perception of consumers in the choice and consumption of products delivered via home delivery applications - food delivery apps - in times of crisis, since it was one of the most requested services at that time and whose intention to use may, among other factors, be associated with the perception of risk associated with food/delivered meals. In this context, the main objectives of this study were to characterize and assess the level and differences in the perception of risk associated with different routes of transmission of the SARS-CoV-2 virus and specifically the perception of risk in the ingestion of food delivery meals by consumers. In addition, it is also important to analyze the level of risk perception in food contact among delivery service couriers, as a result of their contact with restaurant staff and with the consumers themselves. In order to start the study, a direct observation methodology was adopted a direct observation methodology and consequently applied a questionnaire to two target groups: consumers and couriers of food delivery companies. Two samples were used, where sample 1 (consumers) had a group of 110 participants, while sample 2 (couriers) had a group of 30 respondents participants. Through exploratory statistical analysis, it was possible to verify that the perception in each individual stems from external factors (e.g., cultural and social factors) and internal factors (e.g., motivations; perceptions), and there is no correlation with the level of education of each one. On the other hand, the existence of variables that are associated with differences in consumer choices, such as gender, is denoted. As for the couriers, it was found that their perception of risk was not correlated with their occupation, but rather with external and internal factors, as in consumers. However, there is a need for food delivery companies to increase their attention to their employees, providing information and training to ensure their safety while performing their duties, as it was possible to observe according to the results obtained. We conclude that the perception that consumers have about the services used, apparently does not act as barriers to their enjoyment. This perception was to some extent validated by the evaluation of the behavior of the food delivery couriers, having been verified that they did not present risk behaviors and indicated that they knew good practices and preventive measures.
The emergence of the COVID-19 pandemic, associated with the SARS-CoV-2 virus, dictated countless changes in the daily lives of all individuals and in all sectors of society. The catering sector was strongly affected, particularly during the periods of mandatory general confinement throughout the Portuguese territory, enacted during the pandemic. Among the various topics of study in this area, it became revelavant to conduct an investigation related to the perception of consumers in the choice and consumption of products delivered via home delivery applications - food delivery apps - in times of crisis, since it was one of the most requested services at that time and whose intention to use may, among other factors, be associated with the perception of risk associated with food/delivered meals. In this context, the main objectives of this study were to characterize and assess the level and differences in the perception of risk associated with different routes of transmission of the SARS-CoV-2 virus and specifically the perception of risk in the ingestion of food delivery meals by consumers. In addition, it is also important to analyze the level of risk perception in food contact among delivery service couriers, as a result of their contact with restaurant staff and with the consumers themselves. In order to start the study, a direct observation methodology was adopted a direct observation methodology and consequently applied a questionnaire to two target groups: consumers and couriers of food delivery companies. Two samples were used, where sample 1 (consumers) had a group of 110 participants, while sample 2 (couriers) had a group of 30 respondents participants. Through exploratory statistical analysis, it was possible to verify that the perception in each individual stems from external factors (e.g., cultural and social factors) and internal factors (e.g., motivations; perceptions), and there is no correlation with the level of education of each one. On the other hand, the existence of variables that are associated with differences in consumer choices, such as gender, is denoted. As for the couriers, it was found that their perception of risk was not correlated with their occupation, but rather with external and internal factors, as in consumers. However, there is a need for food delivery companies to increase their attention to their employees, providing information and training to ensure their safety while performing their duties, as it was possible to observe according to the results obtained. We conclude that the perception that consumers have about the services used, apparently does not act as barriers to their enjoyment. This perception was to some extent validated by the evaluation of the behavior of the food delivery couriers, having been verified that they did not present risk behaviors and indicated that they knew good practices and preventive measures.
Description
Keywords
Perceção de risco Apps móveis Food delivery Consumidores Estafetas Risk perception Mobile apps Consumers Couriers