Analyzing the Influence of COVID-19 on the E-Commerce Customer’s Retail Experience in the Supermarket Industry: Insights from Brazil

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dc.contributor.authorCunha B.M.
dc.contributor.authorLettieri C.K.
dc.contributor.authorCadena G.W.
dc.contributor.authorPereira V.R.
dc.date.accessioned2024-03-12T19:08:51Z
dc.date.available2024-03-12T19:08:51Z
dc.date.issued2023
dc.description.abstract© 2023 by the authors.Background: E-commerce’s convenience, speed, and ability to overcome geographical barriers have made it increasingly popular across industries. This study analyzed the impact of the COVID-19 pandemic on customer experience and satisfaction in supermarket retail e-commerce in the Brazilian market. The objective was to understand how the pandemic influenced satisfaction in this sector. Methods: A survey research method was employed, utilizing the Critical Incident Technique to identify key quality dimensions important to customers. A total of 133 valid responses underwent exploratory factor analysis. Results: Data analysis identified three dimensions significantly affecting overall customer satisfaction. “Presentation of Products in the Application (app)” had the highest correlation, while “Delivery Logistics” had the lowest. However, when considering the COVID-19 factor, “Delivery Logistics” showed the highest correlation. This indicates that the dimension most affected by the pandemic has the least impact on overall satisfaction in supermarket e-commerce. Conclusions: The study emphasizes the significance of understanding customer satisfaction in supermarket e-commerce, not just during the COVID-19 pandemic but also its post-pandemic consequences. Retailers should prioritize improving product presentation in apps, as it greatly influences overall satisfaction. Addressing the pandemic’s impact on delivery logistics is also crucial to ensure competitiveness in the e-commerce market.
dc.description.issuenumber3
dc.description.volume7
dc.identifier.doi10.3390/logistics7030053
dc.identifier.issn2305-6290
dc.identifier.urihttps://dspace.mackenzie.br/handle/10899/34037
dc.relation.ispartofLogistics
dc.rightsAcesso Aberto
dc.subject.otherlanguageCOVID-19 pandemic
dc.subject.otherlanguagecustomer satisfaction
dc.subject.otherlanguagee-commerce market
dc.titleAnalyzing the Influence of COVID-19 on the E-Commerce Customer’s Retail Experience in the Supermarket Industry: Insights from Brazil
dc.typeArtigo
local.scopus.citations3
local.scopus.eid2-s2.0-85172918260
local.scopus.updated2025-04-01
local.scopus.urlhttps://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85172918260&origin=inward
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