NDLI: Papel Mediador Do Big Data Analytics Entre Gestão Da Cadeia De Suprimentos De Serviços E Desempenho Operacional Na Satisfação Do Cliente

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Papel Mediador Do Big Data Analytics Entre Gestão Da Cadeia De Suprimentos De Serviços E Desempenho Operacional Na Satisfação Do Cliente

Content Provider	Semantic Scholar
Author	Silva, Douglas Vieira Da Moori, Roberto Giro
Copyright Year	2019
Abstract	The aim of the study was to examine the mediating effect of big data analytics (BDA) as a tool in the relationship between service supply chain management and operational performance in the pursuit of customer satisfaction. To this end, an exploratory descriptive research was conducted with a sample of 125 managers of residential and building service and condominium companies in the metropolitan region of Sao Paulo. The data, treated by descriptive statistics and structural equation modeling, revealed that BDA partially mediates the relationship between service supply chain management and operational performance, which in turn positively influences customer satisfaction. From these results it can be concluded that BDA is an important management tool for facilitating the execution of service activities in residential condominiums in order to foresee problems in equipment used by customers, such as elevators, hydraulic pumps, automatic gates and access monitoring cameras, thereby improving the operational performance of condominium service companies and contributing customer satisfaction with service provision.
Starting Page	114
Ending Page	138
Page Count	25
File Format	PDF HTM / HTML
DOI	10.19094/contextus.v17i3.42468
Volume Number	17
Alternate Webpage(s)	http://periodicos.ufc.br/contextus/article/download/42468/99771
Alternate Webpage(s)	https://doi.org/10.19094/contextus.v17i3.42468
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

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