A percepção dos clientes sobre a qualidade da logística do e-commerce

Resumo

This paper is directed to the development of a mathematical model based on the precepts of Fuzzy Integrals, focused on the generation of quality indices for urban mobility (IQMU). For this purpose, ex-post facto exploratory research is carried out, as it is intended to generate a diagnosis of the conditions of movement in the city, based on the collection of data on the perceptions of users in daily trips. Such a model can be used routinely to generate a historical series, promoting an improvement in the decision-making process of public bodies. To test and validate the model, a case study was developed based on research carried out in October 2020, in the Rio de Janeiro city. The model was shown to be stable and coherent after analyzing its results, by crossing the generated indices with a reflective question about mobility. The diagnosis of the users of the analyzed city is that the quality is bad, with IQMU equal to 4.07 in the universe of discourse [0.10]. Users' perceptions regarding modes of transport were also scored, with emphasis on the best score for taxi-freight (IQM = 5.15) and the worst grade for bicycle (IQM = 3.12). The results were also evaluated by organizing them by the characteristics of the respondents (gender, age group and training) and by the condition of the trips (time of displacement and number of transfers).

Ficha do documento

Tipo

Artigo científico

Ano

2024

Instituição

Fundação Getulio Vargas

Fonte

Repositório da FGV

Idioma

Português

Acesso

Acesso aberto

Identificador

oai:repositorio.fgv.br:10438/37535

Temas

EconomiaTransportes

Palavras-chave

e-commerceTeoria FuzzyEconomiaComércio eletrônicoLogísticaServiços ao cliente