Comparação dos métodos de entrega de encomendas online

: o caso de e-commerce da Sonae MC

Abstract

The offer of more than one delivery method for online orders attracts more customers since it meets different customer needs. In addition, retailers struggle to reduce last mile costs associated with delivering the order at home (Home Delivery) by offering other options such as the alternative of collecting the order in a physical store (Click&Collect). However, to motivate customers to choose this option it is necessary to understand which order features are associated with each delivery method. This study aims to understand how order attributes affect the likelihood of the order being delivered by Home Delivery or Click&Collect. This work is based on the analysis of a sample retrieved from Continente Online’s database which represents a year of online transactions. The analysis aims to describe the attributes from orders delivered by Home Delivery and Click&Collect. The study found that costumers use Home Delivery for planned purchases and value the convenience of receiving the goods at home. On the other hand, Click&Collect orders represent smaller daily purchases. The study also provides suggestions on how to motivate customers to choose Click&Collect.

Date of Award	6 Jul 2016
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Rui Sousa (Supervisor) & Conceição Portela (Co-Supervisor)