O impacto da qualidade do serviço de E-commerce do setor de moda na satisfação do cliente
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Tipo
TCC
Data de publicação
2021-06-16
Periódico
Citações (Scopus)
Autores
Buteri, Jamilly Barros Bernardo
Cunha, Maria Julia Rizzo
Cunha, Maria Julia Rizzo
Orientador
Pereira, Veridiana Rotondaro
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Resumo
O e-commerce é uma ferramenta e um modelo de negócio que faz parte do dia a dia das empresas, isto porque a utilização desta ferramenta como canal de vendas oferece as organizações vantagens competitivas e econômicas. O objetivo deste trabalho é avaliar a qualidade do serviço prestado a partir de um questionário respondido por consumidores deste tipo de serviço, utilizando como metodologia a análise fatorial exploratória (AFE) para determinação dos fatores que compõe a qualidade do serviço de e-commerce de moda. Os resultados encontrados mostram que 8 fatores constituem a qualidade do serviço de e-commerce de moda, sendo o fator “Clareza e eficiência da informação” o que possui maior correlação com o fator de satisfação geral. Foi feito o Teste de Kruskal-Wallis para determinar se existem diferenças significantes relacionadas ao perfil da amostra e ao tamanho do e-commerce em relação aos fatores encontrados.
E-commerce is a tool and a business model that is part of the companies’s day-to-day due to the competitive and economic advantages that using it as a sales channel brings to them The objective of this work is to evaluate the service quality of fashion e-commerce service through a questionnaire answered by consumers of this type of service, using exploratory factor analysis (EFA) as a methodology to determine the factors that compose the quality service. The results found shows that 8 factors compose the quality of fashion e-commerce service, the factor “Clarity and efficiency of information” is the one that has the highest correlation with the general satisfaction factor. The Kruskal-Wallis Test was performed to determine if there are significant differences related to the sample profile and the size of the e-commerce in relation to the factors found.
E-commerce is a tool and a business model that is part of the companies’s day-to-day due to the competitive and economic advantages that using it as a sales channel brings to them The objective of this work is to evaluate the service quality of fashion e-commerce service through a questionnaire answered by consumers of this type of service, using exploratory factor analysis (EFA) as a methodology to determine the factors that compose the quality service. The results found shows that 8 factors compose the quality of fashion e-commerce service, the factor “Clarity and efficiency of information” is the one that has the highest correlation with the general satisfaction factor. The Kruskal-Wallis Test was performed to determine if there are significant differences related to the sample profile and the size of the e-commerce in relation to the factors found.
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Palavras-chave
qualidade do serviço , E-commerce de moda , análise fatorial exploratória , service quality , E-commerce , fashion sector , exploratory factorial analysis