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Publication
O comércio eletrónico dos supermercados em Portugal: a experiência dos consumidores com os métodos de entrega
| Name: | Description: | Size: | Format: | |
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| 1.38 MB | Adobe PDF |
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Abstract(s)
O avanço tecnológico influenciou o comportamento dos consumidores na medida em que estes se tornaram mais exigentes, ponderados e racionais. Atualmente, deparamo-nos com um novo perfil de consumidor, em consequência da pandemia. Padrões de compras, comércio eletrónico, frequência de compras, gastos em compras online são alguns dos fatores que sofreram mudanças. Procura-se investigar a experiência que os consumidores têm em relação aos métodos de entrega/recolha nos supermercados online em Portugal. Através de uma metodologia quantitativa com recurso a um questionário realizado aos consumidores em Portugal utilizadores de supermercados online, foi possível identificar que a experiência em geral é positiva na entrega ao domicílio e click and collect e na recolha drive. Os fatores que conduzem à escolha destes métodos são a procura de horários flexíveis e de um processo mais rápido, no entanto, o que difere são as pessoas que não têm tempo de fazer compras nas lojas tradicionais recorrem à entrega ao domicílio e o valor da taxa de entrega faz com que as pessoas recorram ao click and collect e drive. Esta investigação contribui para o conhecimento das práticas de comércio eletrónico no setor dos supermercados em Portugal, proporcionando informação que permite as empresas definirem e/ou alterarem as estratégias que têm aplicado nos métodos de entrega.
Technological advances have influenced consumer behavior as consumers have become more demanding, thoughtful, and rational. Today, we are faced with a new consumer profile because of the pandemic. Shopping patterns, e-commerce, shopping frequency, spending on online purchases are some of the factors that have changed. We seek to investigate the experience consumers have regarding delivery/pickup methods in online supermarkets in Portugal. The research has a descriptive exploratory nature with quantitative methods. Through the descriptive research case study analysis was carried out. The data collection technique used was through a questionnaire for consumers in Portugal and interviews for companies that include all delivery methods in the online supermarket sector. Through the results, it was identified that the experience in general is positive in home delivery and click and collect and in drive model. The factors that lead to the choice of these methods is the search for flexible hours and a faster process, however, what differs is that people who do not have time to shop in traditional stores use home delivery and the delivery fee makes people turn to click and collect and drive. This investigation contributes to the knowledge of e-commerce practices in the supermarket sector in Portugal, providing information that allows companies to define and/or change the strategies they have applied to delivery methods.
Technological advances have influenced consumer behavior as consumers have become more demanding, thoughtful, and rational. Today, we are faced with a new consumer profile because of the pandemic. Shopping patterns, e-commerce, shopping frequency, spending on online purchases are some of the factors that have changed. We seek to investigate the experience consumers have regarding delivery/pickup methods in online supermarkets in Portugal. The research has a descriptive exploratory nature with quantitative methods. Through the descriptive research case study analysis was carried out. The data collection technique used was through a questionnaire for consumers in Portugal and interviews for companies that include all delivery methods in the online supermarket sector. Through the results, it was identified that the experience in general is positive in home delivery and click and collect and in drive model. The factors that lead to the choice of these methods is the search for flexible hours and a faster process, however, what differs is that people who do not have time to shop in traditional stores use home delivery and the delivery fee makes people turn to click and collect and drive. This investigation contributes to the knowledge of e-commerce practices in the supermarket sector in Portugal, providing information that allows companies to define and/or change the strategies they have applied to delivery methods.
Description
Keywords
Comportamento de compra online Comércio Eletrónico Entrega ao domicílio Click and collect Recolha drive Setor de retalho