Análise da percepção do cliente com relação a compras on line.

Abstract

This article aims to classify and order the decisive factors in defining the quality of the service of an online purchase. According to research, the growth of electronic ecommerce, a great business opportunity and the quality of service applied to this branch, comes to contribute even more in this significant increase. the study was made valid showing possibilities in the exploration of factors that explain the client's perception and shows points in which managers should pay attention. Presenting a hierarchy of concepts and classifications of services, it is possible to present as dimensions that serve to categorize the quality provided by an e-commerce service, they are website, transactions, security and delivery. These are dimensions that, if evaluated, can present several points of improvement to the online purchase process. The most relevant aspects obtained by the population of the Metropolitan Region of Recife (RMR) to determine the service were: cheap product values, customer feedback, availability of fintechs, absence of a physical store close to the customer, lack of time for face-to-face purchases.