Nível de serviço logístico: um estudo de caso dos serviços do Ifood na cidade de Anápolis (GO).

Abstract

The growth of e-commerce and the advancement of digital technologies have significantly transformed consumer behavior, driving the expansion of delivery services in Brazil, especially in the food sector. In this highly competitive scenario, the quality of logistics services has become a determining factor for customer satisfaction and loyalty. This study aims to analyze the level of logistics service provided by iFood to its users in the city of Anápolis (GO), identifying shortcomings, opportunities for improvement, and their relationship with consumer perception of quality and satisfaction. The research adopts a qualitative, descriptive approach, using a semi-structured questionnaire applied to platform users as a data collection instrument. The data were analyzed using descriptive statistics, allowing us to understand how aspects such as delivery time, order accuracy, delivery conditions, and customer service impact the consumer experience. We hope that the results will contribute to the improvement of logistics processes at iFood, as well as strengthen the importance of the logistics service as a competitive differentiator in the current market.