Comparative Analysis of Operational Models in Furniture and Decoration E-Commerce: Dropshipping Versus Fulfillment Based on Critical Parameters

E-commerce growth has posed challenges for companies, especially regarding the last mile. Thus, solutions to meet consumer expectations are being adopted where dropshipping, which involves dispatching products sold directly from suppliers, and fulfillment, where e-commerce companies maintain a large quantity of inventory to delivery items to their clients, are the main ones. This study aims to compare these two models in an e-home furniture store, using the assessment of logistics and operations experts, in a multicriteria decision model using the Analytical Hierarchical Process (AHP). The analysis was conducted considering critical factors that influence the efficiency and viability of these models such as cost, product availability, physical structure, information technology (IT), loss management and delivery times. The results indicate a preference for dropshipping model for the online furniture company. However, it is necessary to consider that the choice between the two models also depends on the specific characteristics of each company.