Empirical study of user satisfaction applied to Supply Chain logistics in the context of COVID-19

Detalhes bibliográficos
Autor(a) principal: Ventura, Joana Côrte-Real Machado
Data de Publicação: 2023
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/152367
Resumo: Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business Intelligence
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spelling Empirical study of user satisfaction applied to Supply Chain logistics in the context of COVID-19COVID-19Supply chainLogisticsUser satisfactionTheory of Planned BehaviourDeLone and McLean modelDissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business IntelligenceDesde que a pandemia COVID-19 começou, o mundo foi afectado não só em termos de saúde pública, como também enfrenta uma crise económica. Os impactos da pandemia têm sido sentidos globalmente e muitas empresas viram as suas realidades viradas do avesso. Para lidar com esta realidade as empresas tiveram de se adaptar: algumas mudaram o foco da sua produção, outras alteraram ou estenderam os seus negócios para o comércio electrónico. No entanto, estas alterações na supply chain trouxeram um esforço adicional na parte logística. A adopção do comércio electrónico como uma forma mais comum de fazer compras em Portugal veio pôr em evidência a logística envolvida no processo, daí surgiu a necessidade de estudar a satisfação do utilizador. Com a combinação do modelo Delone and McLean e a teoria do comportamento planeado, esperamos perceber melhor como é que as disrupções provocadas pelo COVID-19 afectaram a satisfação do consumidor associada à logística do e-commerce. Com base em 203 respostas de indivíduos portugueses, testámos empiricamente o modelo criado e conseguimos explicar 53.3% da variância da satisfação do utilizador.Since the beginning of COVID-19 pandemic, the world has been affected not only in public health matters but also faces an economic crisis. Across the globe, the impacts of the pandemic have been being felt and many companies have seen their realities turned upside-down. To cope with this reality companies had to adapt: some shifted their production focus, others switched or extended their businesses to e-commerce. However, these alterations across supply chains (SC) put an added strain on logistics. The adoption of e-commerce as a more common way of shopping in Portugal has come to evidence the SC logistics involved, thus the need to study the users’ satisfaction arose. With a combination of the Delone & McLean model and theory of planned behaviour (TPB), we expect to gain a better understanding of how the disruptions caused by COVID-19 affected the consumer's satisfaction regarding the logistics associated with e-commerce. Based on the responses of 203 Portuguese individuals, we tested empirically our model and were able to explain 53.3% of the variance of user satisfaction.Tam Chuem Vai, CarlosRUNVentura, Joana Côrte-Real Machado2023-05-03T17:56:07Z2023-04-142023-04-14T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/152367TID:203275748enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T05:34:43Zoai:run.unl.pt:10362/152367Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:54:53.488329Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Empirical study of user satisfaction applied to Supply Chain logistics in the context of COVID-19
title Empirical study of user satisfaction applied to Supply Chain logistics in the context of COVID-19
spellingShingle Empirical study of user satisfaction applied to Supply Chain logistics in the context of COVID-19
Ventura, Joana Côrte-Real Machado
COVID-19
Supply chain
Logistics
User satisfaction
Theory of Planned Behaviour
DeLone and McLean model
title_short Empirical study of user satisfaction applied to Supply Chain logistics in the context of COVID-19
title_full Empirical study of user satisfaction applied to Supply Chain logistics in the context of COVID-19
title_fullStr Empirical study of user satisfaction applied to Supply Chain logistics in the context of COVID-19
title_full_unstemmed Empirical study of user satisfaction applied to Supply Chain logistics in the context of COVID-19
title_sort Empirical study of user satisfaction applied to Supply Chain logistics in the context of COVID-19
author Ventura, Joana Côrte-Real Machado
author_facet Ventura, Joana Côrte-Real Machado
author_role author
dc.contributor.none.fl_str_mv Tam Chuem Vai, Carlos
RUN
dc.contributor.author.fl_str_mv Ventura, Joana Côrte-Real Machado
dc.subject.por.fl_str_mv COVID-19
Supply chain
Logistics
User satisfaction
Theory of Planned Behaviour
DeLone and McLean model
topic COVID-19
Supply chain
Logistics
User satisfaction
Theory of Planned Behaviour
DeLone and McLean model
description Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business Intelligence
publishDate 2023
dc.date.none.fl_str_mv 2023-05-03T17:56:07Z
2023-04-14
2023-04-14T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/152367
TID:203275748
url http://hdl.handle.net/10362/152367
identifier_str_mv TID:203275748
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
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reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
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