Influência da logística de distribuição na satisfação dos clientes do e-commerce em Araguaína-TO.

Abstract

Social distancing during the pandemic transformed how purchases were made. The accelerated growth of online shopping created a demanding standard for logistical processes such as delivery times, shipping costs, traceability, and delivery quality, with distribution logistics being an essential element connected to the consumer experience and satisfaction. This work aimed to analyze the influence of distribution logistics on e-commerce and its effects on customer satisfaction. The research was conducted using a structured questionnaire applied to a sample of the local population. The quantitative research was applied to 100 respondents and analyzed using multiple linear regression. The results indicated that the variables of delivery traceability and product integrity stood out most positively, factors that increase consumer satisfaction. Transparency in the delivery process and the quality of the received order favor and contribute to trust and repurchase intention. However, the variables of delivery time and shipping cost showed negative impacts, demonstrating that delayed orders and high shipping costs affect the perception of value and the customer experience. Efficient logistics performance reduces perceived costs, increases trust, and raises the propensity for repurchase, strengthening the relationship between consumers and local businesses.