• Logistica, um diferencial competitivo para a satisfação e fidelização dos clientes.

Abstract

E-commerce is a term used to define commerce that occurs electronically, thru the buying and selling of products via the internet, thru websites or apps of virtual stores, marketplaces, or social networks. This work aims to analyze, thru a literature review, how logistics can be configured as a competitive differential focused on consumer satisfaction and loyalty. The study in question is descriptive, exploratory, and qualitative. For greater scientific grounding, a systematic literature review (SLR) was chosen, which establishes criteria to analyze a large amount of information on the established topic. Logistics is not just linked to the product, but to a system that begins with the search for the product, thru the choice of the company, including quality service and relationship with the staff, until the customer receives the product at home. The results obtained thru a literature review demonstrate that logistics plays a fundamental role in customer satisfaction and loyalty. Factors such as: shipping cost or free shipping, adherence to deadlines set at the time of purchase, order tracking, and good relationship between the carrier and the customer, have direct positive impacts on the customer's decision-making and repurchase at the same store or website.