Analysis of quality, satisfaction, loyalty and security in the hiring of online services for pet care

Abstract

E-commerce has transformed consumer buying habits. It represents an industry that continues growing an offering a wide variety of products and services. However, trust remains a challenge to be overcome for virtual business, especially when the service is aimed at people or at their properties.
In Mexico, the number of people who include domestic animals (dogs or cats) as members of their family is increasing daily. Because of practicality or cost, owners cannot always take their pets with them to their meetings or travels. In such cases, pet owners require someone to take care of their dogs and cats. To achieve this they rely primarily on relatives and close friends. When they cannot provide help needed, the problematic, object of this analysis arises: Where and with whom are they to leave their pets? A service that meets this need should offer tranquility and security to users, and a good treatment for the pets.
This article seeks to analyze the perceived need of consumers for an online pet care service as well as the decisive factors to hire it. It will also examine if the current supply covers the needs of consumers regarding security and the offer of caregivers.
To clarify this analysis, the key concepts of e-commerce and the man-pet relationship developed over the years will be explained.