ROLE OF BIG DATA ANALYTICS FOR CUSTOMER SATISFACTION IN MEDIATING SERVICE SUPPLY CHAIN MANAGEMENT AND OPERATIONAL PERFORMANCE

Detalhes bibliográficos
Autor(a) principal: Silva, Douglas Vieira
Data de Publicação: 2019
Outros Autores: Moori, Roberto Giro
Tipo de documento: Artigo
Idioma: por
Título da fonte: Contextus (Fortaleza. Online)
Texto Completo: http://periodicos.ufc.br/contextus/article/view/42468
Resumo: The aim of the study was to examine the mediating effect of big data analytics (BDA) as a tool in the relationship between service supply chain management and operational performance in the pursuit of customer satisfaction. To this end, an exploratory descriptive research was conducted with a sample of 125 managers of residential and building service and condominium companies in the metropolitan region of São Paulo. The data, treated by descriptive statistics and structural equation modeling, revealed that BDA partially mediates the relationship between service supply chain management and operational performance, which in turn positively influences customer satisfaction. From these results it can be concluded that BDA is an important management tool for facilitating the execution of service activities in residential condominiums in order to foresee problems in equipment used by customers, such as elevators, hydraulic pumps, automatic gates and access monitoring cameras, thereby improving the operational performance of condominium service companies and contributing customer satisfaction with service provision.
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spelling ROLE OF BIG DATA ANALYTICS FOR CUSTOMER SATISFACTION IN MEDIATING SERVICE SUPPLY CHAIN MANAGEMENT AND OPERATIONAL PERFORMANCEPAPEL DE MEDIACIÓN DE BIG DATA ANALYTICS ENTRE GESTIÓN DE LA CADENA DE SERVICIOS Y DESEMPEÑO OPERATIVO EN LA SATISFACCIÓN DEL CLIENTE PAPEL MEDIADOR DO BIG DATA ANALYTICS ENTRE GESTÃO DA CADEIA DE SUPRIMENTOS DE SERVIÇOS E DESEMPENHO OPERACIONAL NA SATISFAÇÃO DO CLIENTEService supply chain management; operational performance; big data analytics; customer satisfactiongestión de la cadena de suministro del servicio; rendimiento operativo; análisis de big data; satisfacción del clienteGestão da cadeia de suprimentos de serviços; desempenho operacional; big data analytics; satisfação do clienteThe aim of the study was to examine the mediating effect of big data analytics (BDA) as a tool in the relationship between service supply chain management and operational performance in the pursuit of customer satisfaction. To this end, an exploratory descriptive research was conducted with a sample of 125 managers of residential and building service and condominium companies in the metropolitan region of São Paulo. The data, treated by descriptive statistics and structural equation modeling, revealed that BDA partially mediates the relationship between service supply chain management and operational performance, which in turn positively influences customer satisfaction. From these results it can be concluded that BDA is an important management tool for facilitating the execution of service activities in residential condominiums in order to foresee problems in equipment used by customers, such as elevators, hydraulic pumps, automatic gates and access monitoring cameras, thereby improving the operational performance of condominium service companies and contributing customer satisfaction with service provision.El objetivo del estudio fue examinar el efecto mediador del análisis de big data (BDA) como una herramienta en la relación entre la gestión de la cadena de suministro de servicios y el rendimiento operativo en la búsqueda de la satisfacción del cliente. Con este fin, se realizó una investigación descriptiva exploratoria con una muestra de 125 gerentes de empresas de servicios residenciales y de construcción y condominios en la región metropolitana de São Paulo. Los datos, tratados mediante estadísticas descriptivas y modelos de ecuaciones estructurales, revelaron que BDA media parcialmente la relación entre la gestión de la cadena de suministro de servicios y el rendimiento operativo, que a su vez influye positivamente en la satisfacción del cliente. A partir de estos resultados, se puede concluir que el BDA es una herramienta de gestión importante para facilitar la ejecución de actividades de servicio en condominios residenciales para prever problemas en los equipos utilizados por los clientes, como ascensores, bombas hidráulicas, puertas automáticas y cámaras de monitoreo de acceso a condominios en condominios, mejorando así el desempeño operativo de las empresas de servicios de condominios y la satisfacción del cliente con los servicios.O objetivo do estudo foi examinar o efeito mediador do BDA (big data analytics), como ferramenta, na relação entre gestão da cadeia de suprimentos de serviços e desempenho operacional, na busca pela satisfação do cliente. Para tanto, realizou-se uma pesquisa exploratória do tipo descritiva junto a uma amostra de 125 gestores de empresas de serviços e condomínios residenciais e prediais da região metropolitana de São Paulo. Os dados, tratados pela estatística descritiva e modelagem de equações estruturais, revelaram que o BDA medeia parcialmente a relação entre gestão da cadeia de suprimentos de serviços e o desempenho operacional, que por sua vez, influencia positivamente a satisfação do cliente. A partir desses resultados, pode-se concluir que o BDA é uma importante ferramenta de gestão por facilitar a prestação de serviços em condomínios residenciais ao permitir antever problemas em equipamentos utilizados pelos clientes, como elevadores, bombas hidráulicas, portões automáticos e câmeras de monitoramento de acesso de pessoas nos condomínios, melhorando, assim, o desempenho operacional das empresas prestadoras de serviços condominiais e estendendo-se à satisfação do cliente com a prestação do serviço.FEAAC/UFC2019-12-20info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/ziphttp://periodicos.ufc.br/contextus/article/view/4246810.19094/contextus.v17i3.42468Contextus - Contemporary Journal of Economics and Management; Vol 17 No 3: set/dez 2019; 114-138Contextus – Revista Contemporánea de Economía y Gestión; Vol. 17 Núm. 3: set/dez 2019; 114-138Contextus – Revista Contemporânea de Economia e Gestão; v. 17 n. 3: set/dez 2019; 114-1382178-92581678-2089reponame:Contextus (Fortaleza. Online)instname:Universidade Federal do Ceará (UFC)instacron:UFCporhttp://periodicos.ufc.br/contextus/article/view/42468/99771http://periodicos.ufc.br/contextus/article/view/42468/166116http://periodicos.ufc.br/contextus/article/view/42468/166117http://periodicos.ufc.br/contextus/article/view/42468/166118http://periodicos.ufc.br/contextus/article/view/42468/166119Copyright (c) 2019 Revista: apenas para a 1a. publicaçãohttp://creativecommons.org/licenses/by-nc/4.0info:eu-repo/semantics/openAccessSilva, Douglas VieiraMoori, Roberto Giro2021-11-20T14:56:39Zoai:periodicos.ufc:article/42468Revistahttp://periodicos.ufc.br/contextusPUBhttp://periodicos.ufc.br/contextus/oairevistacontextus@ufc.br2178-92581678-2089opendoar:2021-11-20T14:56:39Contextus (Fortaleza. Online) - Universidade Federal do Ceará (UFC)false
dc.title.none.fl_str_mv ROLE OF BIG DATA ANALYTICS FOR CUSTOMER SATISFACTION IN MEDIATING SERVICE SUPPLY CHAIN MANAGEMENT AND OPERATIONAL PERFORMANCE
PAPEL DE MEDIACIÓN DE BIG DATA ANALYTICS ENTRE GESTIÓN DE LA CADENA DE SERVICIOS Y DESEMPEÑO OPERATIVO EN LA SATISFACCIÓN DEL CLIENTE
PAPEL MEDIADOR DO BIG DATA ANALYTICS ENTRE GESTÃO DA CADEIA DE SUPRIMENTOS DE SERVIÇOS E DESEMPENHO OPERACIONAL NA SATISFAÇÃO DO CLIENTE
title ROLE OF BIG DATA ANALYTICS FOR CUSTOMER SATISFACTION IN MEDIATING SERVICE SUPPLY CHAIN MANAGEMENT AND OPERATIONAL PERFORMANCE
spellingShingle ROLE OF BIG DATA ANALYTICS FOR CUSTOMER SATISFACTION IN MEDIATING SERVICE SUPPLY CHAIN MANAGEMENT AND OPERATIONAL PERFORMANCE
Silva, Douglas Vieira
Service supply chain management; operational performance; big data analytics; customer satisfaction
gestión de la cadena de suministro del servicio; rendimiento operativo; análisis de big data; satisfacción del cliente
Gestão da cadeia de suprimentos de serviços; desempenho operacional; big data analytics; satisfação do cliente
title_short ROLE OF BIG DATA ANALYTICS FOR CUSTOMER SATISFACTION IN MEDIATING SERVICE SUPPLY CHAIN MANAGEMENT AND OPERATIONAL PERFORMANCE
title_full ROLE OF BIG DATA ANALYTICS FOR CUSTOMER SATISFACTION IN MEDIATING SERVICE SUPPLY CHAIN MANAGEMENT AND OPERATIONAL PERFORMANCE
title_fullStr ROLE OF BIG DATA ANALYTICS FOR CUSTOMER SATISFACTION IN MEDIATING SERVICE SUPPLY CHAIN MANAGEMENT AND OPERATIONAL PERFORMANCE
title_full_unstemmed ROLE OF BIG DATA ANALYTICS FOR CUSTOMER SATISFACTION IN MEDIATING SERVICE SUPPLY CHAIN MANAGEMENT AND OPERATIONAL PERFORMANCE
title_sort ROLE OF BIG DATA ANALYTICS FOR CUSTOMER SATISFACTION IN MEDIATING SERVICE SUPPLY CHAIN MANAGEMENT AND OPERATIONAL PERFORMANCE
author Silva, Douglas Vieira
author_facet Silva, Douglas Vieira
Moori, Roberto Giro
author_role author
author2 Moori, Roberto Giro
author2_role author
dc.contributor.author.fl_str_mv Silva, Douglas Vieira
Moori, Roberto Giro
dc.subject.por.fl_str_mv Service supply chain management; operational performance; big data analytics; customer satisfaction
gestión de la cadena de suministro del servicio; rendimiento operativo; análisis de big data; satisfacción del cliente
Gestão da cadeia de suprimentos de serviços; desempenho operacional; big data analytics; satisfação do cliente
topic Service supply chain management; operational performance; big data analytics; customer satisfaction
gestión de la cadena de suministro del servicio; rendimiento operativo; análisis de big data; satisfacción del cliente
Gestão da cadeia de suprimentos de serviços; desempenho operacional; big data analytics; satisfação do cliente
description The aim of the study was to examine the mediating effect of big data analytics (BDA) as a tool in the relationship between service supply chain management and operational performance in the pursuit of customer satisfaction. To this end, an exploratory descriptive research was conducted with a sample of 125 managers of residential and building service and condominium companies in the metropolitan region of São Paulo. The data, treated by descriptive statistics and structural equation modeling, revealed that BDA partially mediates the relationship between service supply chain management and operational performance, which in turn positively influences customer satisfaction. From these results it can be concluded that BDA is an important management tool for facilitating the execution of service activities in residential condominiums in order to foresee problems in equipment used by customers, such as elevators, hydraulic pumps, automatic gates and access monitoring cameras, thereby improving the operational performance of condominium service companies and contributing customer satisfaction with service provision.
publishDate 2019
dc.date.none.fl_str_mv 2019-12-20
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://periodicos.ufc.br/contextus/article/view/42468
10.19094/contextus.v17i3.42468
url http://periodicos.ufc.br/contextus/article/view/42468
identifier_str_mv 10.19094/contextus.v17i3.42468
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv http://periodicos.ufc.br/contextus/article/view/42468/99771
http://periodicos.ufc.br/contextus/article/view/42468/166116
http://periodicos.ufc.br/contextus/article/view/42468/166117
http://periodicos.ufc.br/contextus/article/view/42468/166118
http://periodicos.ufc.br/contextus/article/view/42468/166119
dc.rights.driver.fl_str_mv Copyright (c) 2019 Revista: apenas para a 1a. publicação
http://creativecommons.org/licenses/by-nc/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2019 Revista: apenas para a 1a. publicação
http://creativecommons.org/licenses/by-nc/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/zip
dc.publisher.none.fl_str_mv FEAAC/UFC
publisher.none.fl_str_mv FEAAC/UFC
dc.source.none.fl_str_mv Contextus - Contemporary Journal of Economics and Management; Vol 17 No 3: set/dez 2019; 114-138
Contextus – Revista Contemporánea de Economía y Gestión; Vol. 17 Núm. 3: set/dez 2019; 114-138
Contextus – Revista Contemporânea de Economia e Gestão; v. 17 n. 3: set/dez 2019; 114-138
2178-9258
1678-2089
reponame:Contextus (Fortaleza. Online)
instname:Universidade Federal do Ceará (UFC)
instacron:UFC
instname_str Universidade Federal do Ceará (UFC)
instacron_str UFC
institution UFC
reponame_str Contextus (Fortaleza. Online)
collection Contextus (Fortaleza. Online)
repository.name.fl_str_mv Contextus (Fortaleza. Online) - Universidade Federal do Ceará (UFC)
repository.mail.fl_str_mv revistacontextus@ufc.br
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