The objective of this research is to analyze the incidence of the use of Information and Communication Technologies (ICT) in the perception of quality in the service by customers of grocery stores in the west of the city of Mérida, Yucatán, Mexico. Faced with a highly competitive and changing market, one of the main threats faced by grocery stores is the limited vision that the owners have regarding the innovation and implementation of ICTs within the business, taking into account the direct competition they have with convenience stores, which offer the same products, but differ in additional services (24-hour service, deposits, recharges, payment facilities through bank terminals, payment for services such as water, electricity, internet, among others). With a quantitative and cross-sectional approach through the use of a sample of 282 people, the perception of customers was measured ...