A influência do nível de serviço logístico na fidelização dos clientes: estudo de caso de uma distribuidora de material elétrico em Pernambuco.

Abstract

This article aims to demonstrate that the level of logistics service is intrinsically linked to customer satisfaction and how well companies are meeting their customers' needs through their logistics activities, such as product delivery, inventory management and order processing etc. Companies that offer a superior logistics service generally have a substantial competitive advantage realized from the analysis of various performance indicators, including delivery time, order fulfillment accuracy, stock availability and quality of customer service. Thus, knowing the importance and influence of the consumer experience regarding the product/service offered, the case study aims to analyze the level of service from the customer's perspective and contribution to customer loyalty of an electrical material distributor in the state of Pernambuco and for this purpose the following methods were used: exploratory qualitative approach, bibliographic and field research, with the application of a digital questionnaire aimed at the end consumer on their evaluation of the distributor's service provision.