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- Title
FATORES MAIS VALORIZADOS PELOS CLIENTES NA GESTÃO DA CADEIA DE SUPRIMENTOS DE UM DISTRIBUIDOR DE PRODUTOS DE TELECOMUNICAÇÕES.
- Authors
Ramos de Morais, Roberto; Ytoshi Shibao, Fabio; dos Santos, Mario Roberto
- Abstract
This study evaluated what are the factors that are most valued by customers of a distributor of products and service provider in one of the fastest growing markets in the country, telecommunications, the Supply Chain Management in which is inserted through the matrix size and performance that has regions indicative of corrective actions or improvements in procedures. To this end, we studied one of the main distributors of the Brazilian market made up of a population of 60 clients classified as A and B of which 30 responded to the questionnaire. We evaluated nine attributes: Technical Knowledge, Responsiveness in Service; Frequency and frequency of visits to the company, Agility in solving problems; Credibility and Professionalism, Delivery Time, Product Availability, Pricing, and Product Integrity and Packaging.. We used the median in order to have the center value of the series of answer by reference. The Cronbach's alpha coefficient is 0.713, indicating that the questionnaire returned an appropriate result. The important performance matrices proved to be an effective tool for positioning the front of the distributor to customers about the performance attributes, identifying situations that require attention of the manager. It was found that the attributes most valued by clients are high availability product that enables the customer to make your project quickly and effectively and in the shortest time of delivery.
- Subjects
BRAZIL; SUPPLY chain management; TELECOMMUNICATION equipment industry; DISTRIBUTORS (Commerce); ECONOMIC competition; CONSUMER preferences; QUALITY of service
- Publication
Revista de Administraçãao da UNIMEP, 2012, Vol 10, Issue 3, p90
- ISSN
1679-5350
- Publication type
Article
- DOI
10.15600/1679-5350/rau.v10n3p90-109