Banca de DEFESA: ANDRE PHILIPPI GONZAGA DE ALBUQUERQUE

Uma banca de DEFESA de DOUTORADO foi cadastrada pelo programa.
STUDENT : ANDRE PHILIPPI GONZAGA DE ALBUQUERQUE
DATE: 18/07/2023
TIME: 09:00
LOCAL: Online
TITLE:
KEY WORDS:

Quality; Online Shopping; Item Response Theory; Kano-fuzzy; Satisfaction Indexes; Consumer Behavior.

PAGES: 110
BIG AREA: Engenharias
AREA: Engenharia de Produção
SUMMARY:

The challenging covid-19 scenario has brought new consumption habits, significantly increased e-commerce and making customers more demanding. The objective of this work was to develop an approach integrating Item Response Theory with the Kano-fuzzy model and satisfaction ratings to assess the quality of services provided in online shopping, generating a better diagnosis for organizations in the treatment of improvements to the search for satisfaction and loyalty of their customers. The results pointed out relevant attributes inserted in eleven dimensions that helped in the construction of the proposed approach. The Item Response Theory helped refine the collection instrument, pointing out the one-dimensionality of the model, positive biserial correlation, and the discrimination and difficulty parameters. As for the Kano-fuzzy model, it was possible to observe that 32% of the attributes studied were classified as Onedimensional, indicating that consumer satisfaction is proportional to performance. Observing the satisfaction intervals, a significant portion pointed out that customers are more satisfied and the attribute that is related to the aspect of searching for information about online stores on websites, showed more dissatisfaction among consumers. It is worth mentioning that the attribute related to product variety was the factor that most positively impacted the consumers of the sample studied, pointing out the highest satisfaction interval; and the attributes associated with order deliveries, negatively impacted the perception of customers with their satisfaction intervals showing to be the most negative among the data presented. This study aims to contribute in the environmental, social, and economic spheres. Regarding the social perspective, the impacts may be related to improving the customer experience and increasing their confidence, since organizations can identify social needs, adapting and improving their services. In the environmental sphere, the positive impacts may be associated with the logistical optimization of delivery routes, reducing the number of vehicles used to transport goods; efficient use of resources, adopting sustainable practices such as sustainable packaging, for example. In the economic sphere, this work brings direct implications to the increase of profitability of organizations since they can innovate their products and services in a way that brings consumer satisfaction and purchase loyalty.

COMMITTEE MEMBERS:
Externo à Instituição - DANIEL PEREIRA DA SILVA
Presidente - 2292895 - DENISE DUMKE DE MEDEIROS
Interna - 2732514 - ISIS DIDIER LINS
Interna - 1551036 - LUCIANA HAZIN ALENCAR
Externo à Instituição - OTÁVIO JOSÉ DE OLIVEIRA