Análisis de la influencia de las Tecnologías de la Información y Comunicación en el sector de alimentos y bebidas, a partir de la COVID-19. Caso: restaurantes del Centro Histórico de Cuenca, Ecuador

Abstract

The COVID-19 pandemic significantly impacted the hospitality sector, driving the adoption of technology strategies to adapt to a new normal. This study analysed the influence of Information and Communication Technologies (ICT) on restaurants in the Historic Centre of Cuenca after the pandemic. This cross-sectional qualitative research examined the impact of ICT through semi-structured interviews with restaurant owners and managers, exploring how these technologies affected customer interaction and internal management since the health crisis. The information was organized into categories and codes, analyzed with the Atlas.ti software. The results reflected a positive impact of the adoption of ICT on the performance of establishments since the COVID-19 pandemic, allowing them to operate efficiently despite the restrictions imposed by the health emergency. The results of the study indicate that the most used tools were mobile payment systems, home delivery platforms, advertising on social networks and digital menus. The work concludes that the adoption of ICT has been crucial for the survival and adaptation of restaurants in the post-pandemic context. These technologies have improved operational efficiency, customer engagement, and responsiveness to changing market conditions. Despite the initial hurdles, digitalization is shaping up to be an inevitable trend that will continue to transform the hospitality industry for the foreseeable future.