Palavras-chave
Como Citar
Resumo
A distribuição de última milha constitui uma fase crítica da cadeia de suprimentos urbana, especialmente na indústria panificadora, onde a curta vida útil dos produtos exige entregas oportunas. Este estudo avaliou o impacto da otimização de rotas por meio do software OptimoRoute sobre o desempenho logístico e a satisfação do cliente em duas padarias de Quito, Equador. Empregou-se uma abordagem quantitativa com delineamento quase-experimental antes-depois, aplicado a 255 clientes. Os resultados evidenciaram reduções de 16,4% no tempo de entrega e de 16% na distância percorrida por rota, além de um incremento do indicador OTIF de 79% para 91%. Da mesma forma, identificaram-se cinco dimensões de qualidade percebida e determinou-se que a capacidade de resposta constitui o principal preditor da satisfação do cliente. Conclui-se que a otimização de rotas melhora o desempenho logístico e fortalece a qualidade percebida do serviço.
Referências
Amaral, J. C., & Cunha, C. B. (2020). An exploratory evaluation of urban street networks for last mile distribution. Cities, 107. https://doi.org/10.1016/j.cities.2020.102916
Armstrong, G., & Kotler, P. (2013). Fundamentos de marketing. Pearson Educación.
Ballou, R. (2004). Logística. Administración de la cadena de suministro. Pearson Educación.
Balza-Franco, V. I., & Cardona-Arbelaez, D. A. (2020). La relación entre logística, cadena de suministro y competitividad: una revisión de literatura. Espacios, 41(19), 179–196.
Bosona, T. (2020). Urban freight last mile logistics—Challenges and opportunities to improve sustainability: A literature review. Sustainability, 12(21). https://doi.org/10.3390/su12218769
Boysen, N., Fedtke, S., & Schwerdfeger, S. (2021). Last-mile delivery concepts: A survey from an operational research perspective. OR Spectrum, 43(1), 1–58. https://doi.org/10.1007/s00291-020-00607-8
Cabrales-Navarro, P. A., Arias-Osorio, J. E., & Camacho-Pinto, J. C. (2023). El problema de localización y ruteo con múltiples objetivos: una revisión de literatura. Ingeniería, 28(2). https://doi.org/10.14483/23448393.18734
Cao, L., Tavasszy, L., & Stokkink, P. (2025). Trade-offs in multi-channel delivery network design with perishable and non-perishable goods. Journal of Supply Chain Management Science, 6(3–4). https://doi.org/10.59490/jscms.2025.8229
Capgemini Research Institute. (2019). The last-mile delivery challenge: Giving retail and consumer product customers a superior delivery experience without hurting profitability.
Chan, H.-L., & Choi, T.-M. (2024). Logistics management for the future: The IJLRA framework. International Journal of Logistics Research and Applications, 27(12), 2466–2484. https://doi.org/10.1080/13675567.2023.2286352
Christopher, M. (2011). Logistics and supply chain management. Pearson.
Flores Bañuelos, M. del C., & Garduño Galindo, A. (2024). ¿Cualitativo o cuantitativo?: El estudio del Customer Journey desde un enfoque metodológico. Lúmina, 24(2). https://doi.org/10.30554/lumina.v24.n2.4910.2023
Flórez Oviedo, N. E., & López Hincapié, E. (2023). Evolución de la logística de la última milla: Revisión de la literatura. Ingeniería Industrial, 44(2), 216–229.
García Regalado, J., & Bermeo Pacheco, J. (2018). Logística empresarial. Universidad Técnica de Machala.
González, J. (2020). La importancia de la georreferenciación y la geolocalización para las empresas. Índice: Revista de Estadística y Sociedad, (76), 25–27.
Habib, Md. M., Sabah, S., Chowdhury, F., Raisa, R., & Shuvo, T. F. (2024). Technology enabled ready-made garments supply chain management: A literature review. Revista de Gestão Social e Ambiental, 18(10). https://doi.org/10.24857/rgsa.v18n10-188
Hernández Sampieri, R., Fernández Collado, C., & Baptista Lucio, P. (2014). Metodología de la investigación. McGraw-Hill Education.
Kaiser, H. F. (1974). An index of factorial simplicity. Psychometrika, 39(1), 31–36. https://doi.org/10.1007/BF02291575
Kirubakaran, B., Pahwa, A., Kancharla, S. R., & Waller, S. T. (2026). A holistic continuous approximation framework for strategic last-mile distribution planning. Transportation Research Interdisciplinary Perspectives, 35. https://doi.org/10.1016/j.trip.2025.101720
Kumar, I., & Chidambara. (2024). A systematic literature review and bibliometric analysis of last-mile e-commerce delivery in urban areas. Urban, Planning and Transport Research, 12(1). https://doi.org/10.1080/21650020.2024.2357577
Lagin, M., Håkansson, J., Nordström, C., Nyberg, R. G., & Öberg, C. (2022). Last-mile logistics of perishable products: A review of effectiveness and efficiency measures used in empirical research. International Journal of Retail & Distribution Management, 50(13), 116–139. https://doi.org/10.1108/IJRDM-02-2021-0080
Lim, S. F. W. T., Jin, X., & Srai, J. S. (2018). Consumer-driven e-commerce: A literature review, design framework, and research agenda on last-mile logistics models. International Journal of Physical Distribution & Logistics Management, 48(3), 308–332. https://doi.org/10.1108/IJPDLM-02-2017-0081
Liu, W., George Shanthikumar, J., Tae-Woo Lee, P., Li, X., & Zhou, L. (2021). Special issue editorial: Smart supply chains and intelligent logistics services. Transportation Research Part E: Logistics and Transportation Review, 147. https://doi.org/10.1016/j.tre.2021.102256
Machado, J. (2024, 8 de enero). Estas son las 10 vías de Quito con mayor carga vehicular y tráfico. Primicias. https://n9.cl/11ncq0
Masson, A., Paravié, D., Rohvein, C. A., & Villalba, L. (2021). Review of vehicle routing problems solving software. Inge Cuc, 17(1), 315–328. https://doi.org/10.17981/ingecuc.17.1.2021.23
Mazhar, M., Hooi Ting, D., Zaib Abbasi, A., Nadeem, M. A., & Abbasi, H. A. (2022). Gauging customers’ negative disconfirmation in online post-purchase behaviour: The moderating role of service recovery. Cogent Business & Management, 9(1). https://doi.org/10.1080/23311975.2022.2072186
Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65(4), 82–104. https://doi.org/10.1509/jmkg.65.4.82.18390
Montero, L., Castellanos, G., & Ruiz, S. (2023). Modelo de distribución minorista con un enfoque integrado de logística y marketing. Economía y Desarrollo, 167.
Moufad, I., Frichi, Y., Jawab, F., & Mkhalfi, J. (2025). Towards smart and sustainable last mile delivery systems: A scoping review and conceptual framework. Sustainability, 17(24). https://doi.org/10.3390/su172411270
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Pizarro-Romero, K., & Martínez-Mora, O. (2020). Análisis factorial exploratorio mediante el uso de las medidas de adecuación muestral KMO y esfericidad de Bartlett para determinar factores principales. Journal of Science and Research, 5, 903–924. https://zenodo.org/records/4453224
Pokorni, B., & Constantinescu, C. (2021). Design and configuration of digital assistance systems in manual assembly of variant-rich products based on customer journey mapping. Procedia CIRP, 104, 1777–1782. https://doi.org/10.1016/j.procir.2021.11.299
Pourmohammadreza, N., Jokar, M. R. A., & Van Woensel, T. (2025). Last-mile logistics with alternative delivery locations: A systematic literature review. Results in Engineering, 25. https://doi.org/10.1016/j.rineng.2025.104085
Prieto Herrera, J. (2013). Investigación de mercados. Ecoe Ediciones.
Qu, C., & Wang, K. (2026). How to improve the system evaluation of last-mile delivery? A strategy based on customer satisfaction model and spatial-time optimization. Cleaner Logistics and Supply Chain, 100296. https://doi.org/10.1016/j.clscn.2026.100296
Quito Cómo Vamos. (2024). Informe de calidad de vida 2024.
Ribeiro, R. (2004). Integrated distribution management problems: An optimization approach [Tesis doctoral, Universitat Politècnica de Catalunya]. TDX.
Risberg, A., Jafari, H., & Sandberg, E. (2023). A configurational approach to last mile logistics practices and omni-channel firm characteristics for competitive advantage. International Journal of Physical Distribution & Logistics Management, 53(11), 53–70. https://doi.org/10.1108/IJPDLM-04-2022-0123
Rocha, L. B., Gonzales, E., & Orjuela, J. (2011). Una revisión al estado del arte del problema de ruteo de vehículos: Evolución histórica y métodos de solución. Ingeniería, 16(2), 35–55.
Rodríguez-Rodríguez, J., & Reguant-Álvarez, M. (2020). Calcular la fiabilidad de un cuestionario o escala mediante el SPSS: El coeficiente alfa de Cronbach. REIRE Revista d’Innovació i Recerca en Educació, 13(2). https://doi.org/10.1344/reire2020.13.230048
Sharma, V. P., Prakash, S., Singh, R., Ojha, R., & Ramtiyal, B. (2025). Strategic insights into last-mile delivery: Modelling the industry 4.0 enabler for e-commerce industry. RAUSP Management Journal, 60(1), 143–168. https://doi.org/10.1108/RAUSP-07-2024-0146
Shuaibu, A. S., Mahmoud, A. S., & Sheltami, T. R. (2025). Last-mile delivery optimization: Recent approaches and advances. Transportation Research Procedia, 84, 299–306. https://doi.org/10.1016/j.trpro.2025.03.076
Tian, Z., Pajić, V., Kilibarda, M., & Andrejić, M. (2024). Enhancing distribution efficiency through OTIF performance evaluation. Mathematics, 12(21). https://doi.org/10.3390/math12213372
Valencia Flórez, C. (2024). La estrategia de distribución del fabricante: Las decisiones de distribución del fabricante. Corporación Universitaria de Asturias.
Vega-Malagón, G., Ávila-Morales, J., Vega-Malagón, A., Becerril-Santos, A., & Leo-Amador, G. (2014). Paradigmas en la investigación: Enfoque cuantitativo y cualitativo. European Scientific Journal, 10(15).
World Economic Forum. (2020). The future of the last-mile ecosystem.
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.