Customer Service Level Assessment in the context of the Alpha Company Marketplace

In this 21st century, driven by the spread of internet access, exponential technological advances have taken place. In this context, commercial operations and, at the same time, electronic commerce contributed decisively to organizational changes. Thus, the objective of this study is to understand the customer service process based on a marketplace strategy. For this, a case study was carried out, with a pre-structured questionnaire, with an e-commerce company, highlighting the decisions throughout the transactional process. Given the notes, it was proved that the marketplace strategy is aligned with the definition that quality in electronic commerce is a multidimensional construct. The article's limitation is the unique case study, which exclusively contemplated the supply chain focal enterprise perspective. Future studies will be able to address this theme by expanding the sample of companies for analysis - both upstream and downstream of the focal company - and extending the research to major marketplace players. The social contribution also stands out, considering the possibilities for small organizations to access markets with barriers due to financial, logistical, or marketing issues.