Custo Total de Propriedade - TCO: um estudo de caso aplicado a fretes no e-commerce

Considering the importance of logistics for a business model known as e-commerce, in which delivery is one of the main activities and allows for intensified contact/relationship with the customer, managing costs is essential. Therefore, this study aims to propose a Total Cost of Ownership (TCO) model applied to freight services for an e-commerce company in the western region of Santa Catarina. The study is characterized as applied research, with a qualitative approach, and is also descriptive, being considered a case study. To collect the data, semi-structured interviews were used with company managers and employees, as well as document analysis. Another relevant aspect of the methodology was the development of a TCO model applied to transportation services based on the theoretical framework. With the application of TCO, the results demonstrate the applicability of the model in highlighting the costs involved in the company’s transportation contracting process for contracting transportation services, and guiding it towards more effective decisions. Key words: electronic commerce; logistics; total cost of ownership; freights.