Dimensões da qualidade em serviços: um estudo no setor de B2C brasileiro

• Autor(a) principal: Reis, João Gilberto Mendes dos
• Data de Publicação: 2012
• Outros Autores: Costa Neto, Pedro Luiz de Oliveira, Fusco, José Paulo Alves [UNESP]
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Repositório Institucional da UNESP
• Texto Completo: http://revista.feb.unesp.br/index.php/gepros/article/view/454; http://hdl.handle.net/11449/134953
• topic: Supply chain; Business to customer; Dimensions of quality; Quality of service; Orders winning factors; Cadeias de suprimentos; Business to costumer; Dimensões da qualidade; Qualidade em serviços; Fatores ganhadores de pedidos

With the focus on quality of services, this work uses a methodology based on questionnaires for evaluating companies and consumers, with the objective of studying the dimensions of quality within the segment of Brazilian e-commerce. The research conducted a study to identify the situation of companies regarding the dimensions of quality and, among costumers, a survey was done to determine their requirements with regard to these dimensions and to identify those dimensions considered as winning factors when making the orders. The results demonstrate that customers consider reliability to be the most important order winner, followed by safety and communications. The study of these enterprises demonstrates that their quality of service is good, however there is a need for improvements in the business processes related to the dimensions of service quality.