A carregar...
Publicação
Empirical study of user satisfaction applied to Supply Chain logistics in the context of COVID-19
| Nome: | Descrição: | Tamanho: | Formato: | |
|---|---|---|---|---|
| 796.69 KB | Adobe PDF |
Orientador(es)
Resumo(s)
Desde 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.
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.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business Intelligence
Palavras-chave
COVID-19 Supply chain Logistics User satisfaction Theory of Planned Behaviour DeLone and McLean model