Análise do nível de serviço logístico nas entregas de mercadorias adquiridas no comércio eletrônico por estudantes de um Instituto Federal de Educação no Estado de Goiás

Abstract

The COVID-19 pandemic has brought significant changes to several industries, including e-commerce goods delivery logistics. With social isolation, demand for online shopping soared, putting greater pressure on logistics operations. The level of logistical service in e-commerce is essential to guarantee customer satisfaction. This includes delivery times, product integrity, trackability, and flexibility to resolve issues. The general objective of this study was to evaluate satisfaction, based on customer perceptions, with the level of delivery service of companies that sell products in e-commerce. To this end, a quantitative, descriptive research approach was adopted. As a technical procedure, bibliographical research and case studies will be used. The field of study was the Federal Institute of Education, Science and Technology of Goiás – Campus Anápolis. The population were students enrolled in higher education courses at the aforementioned Institution and also civil servants and outsourced workers who had made purchases through commerce. To calculate the sampling, the formula suggested by Barbeta (2001) was used. The sample was defined as 97 individuals, but only 74 returned the questionnaire. To collect data, a questionnaire consisting of open and closed questions was used. The questionnaire was created using Google Forms and the link was sent to the defined sample. The same questionnaire was delivered physically, also to those who did not have internet access and was later collected and released on Google Forms. To analyze the data, a statistical analysis was carried out using Google Forms' own resources and supported by the theories studied and empirical research. It was possible to characterize the profile of customers who purchase products through e-commerce; present the sales categories most sought after by e-commerce customers and evaluate the level of customer satisfaction with the merchandise delivery service and the factors that influence customer satisfaction/dissatisfaction. It is expected that this study will generate knowledge for science, promote discussions and help the e-commerce business environment.