Table of Contents Introduction 1 Online shops, Logistics and the Last Mile Problem 3 The E-Commerce Platform’s Accessibility and Availability 6 Efficient Customer Response and Quick Response 8 Conclusion 10 References 11 Introduction Online shops are an alternative to traditional shopping methods, but do they solve product availability issues in a viable way, and are traditional shopping methods preferred over online shopping? Morris, B (2013) points out that more consumers prefer online shopping as 70 % of 3,000 online shoppers surveyed in February 2013 in a study performed by the United Parcel Service Inc. (UPS) say they would rather shop their favorite retailer online. This can only lead us to understand that a relatively large number of customers choose to satisfy their needs in an online platform. At first sight, it might be possible to speculate and assume that the reasons many of these customers choose to follow this path derives from qualities that include but are not limited to the ease-of-use, reliability, platform availability and accessibility as e-commerce platforms are accessible and available round the year, only as long as access to the internet is on hand (Gao, N.A.). It is accurate to pry into these qualities and strive in the possible relationship they might have with a term such as customer satisfaction, which could be prematurely answered if the fact that such terms describe the benefits online platforms have. As opposed to those found within traditional shopping methods. Moreover, Morris, B. (2013) showed that UPS (a logistics and package delivery company) had a positive overall customer satisfaction score of 83% which not only explains why the “back-end of the online shopping experi... ... middle of paper ... ...s.com/sites/ashoka/2014/02/17/6459/ [Accessed April 29, 2014]. 6. Gao, J. (N.A.) “Introduction to E-Commerce” Computer, College of engineering ISE, Information & Systems Engineering, San Jose State University. https://www.uop.edu.jo/download/research/members/introduction.pdf [Accesed April 29, 2014] 7. The World Bank. (2013). “Internet Users (per 100 people). http://data.worldbank.org/indicator/IT.NET.USER.P2 [Accesed April 29, 2014]. 8. Price Waterhouse Coopers. (2012). “10 myths of multichannel retailing”. http://www.pwc.com/gx/en/retail-consumer/retail-consumer-publications/global-multi-channel-consumer-survey/country-snapshots.jhtml [Accesed April 29, 2014]. 9. Weinstein, R. (2005) “RFID: A Technical Overview and its Application to Enterprise” the IEEE Computer Society, IT Pro. http://www.cs.sunysb.edu/~jgao/CSE370-spring07/RFID.pdf [accessed April 29, 2014].
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
Measuring this satisfaction is an important element of providing better, more effective and efficient services. When customers are not satisfied with a service as provided, the service is neither effective nor efficient and can result in a loss of business. Why do we measure customer satisfaction? The level of customer satisfaction with services is an important factor in developing a system of service provisions such as the 7P's: § Product § People § Price § Physical Evidence § Place § Processes § Promotion Theses areas of any business are responsive to the customers needs while minimising costs and time requirements and maximising the impact of the services on target populations.
Firstly, online shoppers are already accustomed to buying items through the internet. Secondly, the target market is likely to increase as consumers get familiarized with online services. According to comScore’s State of Retail report, “78% of the U.S. population has bought at least one item from an online store” (Fulgoni). As a growing market segment, the firm has chosen the right target market. In addition to this, AmazonFresh aligns itself to the needs of this market segment. In the UPS Pulse of the Online Shopper study, consumers would add more to their basket for shorter delivery times (UPS). AmazonFresh specializes in fast service as groceries are delivered the next day after a purchase is
When comparing two different ways of shopping most people do not even think about the difference, they do both and not even realize it. In today's society people shop while at work, after work and on the weekends, whenever time permits. Stop and think how can I get more time in the day for family or just myself? The best way to figure that out with all the recourses we have is to go into a store and spend time looking through racks and waiting in endless lines to just purchase something. I compared going into a store verses online shopping; to see which one will save you time and money.
Harley-Davidson (H-D) and other companies that have many manufacturing plants or production units and various dealerships may consider implementing RFID technology as a means of increasing the efficiency of all parts of its supply chain. An abstract from Columbia Electronic Encyclopedia describes Radio-frequency identification (RFID), as a technology that uses radio waves to transmit data and uniquely identify an animal, person or thing. This case study looks at the potential use of RFID technology to replace bar codes and scanners in Harley-Davidson supply chain. It indentifies some pros and cons of its implementation and addresses the question – What are some of the issues Harley-Davidson will face in comparison with those experienced by other companies such as Wall-Mart when they tried to implement RFID in their supply chains. Finally it will present a timetable for the adoption of RFID technology by Harley-Davidson in its supply chain.
Product differentiation – by offering different products, services, or product features, the company can charge higher prices, or appeal to different audiences. Use of IS have enabled new products and services, that increase the levels of convenience in using existing products and services. By acquiring PayPal, eBay greatly enhanced the ease with which customers can pay for their products. Google keeps an innovative approach towards search engines, by introducing Google Maps, Google Translate and others, which improves the ease of usage. Using online live chatting systems and social networks contributes to understanding of customers. It also adds value and improves customers’ stickiness to website (Booth, Roberts, and Sikes 2011)
A large number of physical retailers are turning to eCommerce in order to compete with large online retailers that offer more flexibility. Online stores have integrated competitive shipping options in order to survive in the highly competitive online shopping market. Such shipping solutions include Amazon’s Prime Local Express Delivery, Wal-Mart’s Same Day Delivery, eBay Now, and U.S. Postal Service’s Metro Post. Today’s companies that have embraced same-day delivery hope to succeed in a field where others such as Kozmo and Urbanfetch failed. The failure of the two can be attributed to lack of funding but as Chowdhry (n.p.) puts it, they were operating ahead of their time considering the poor Internet infrastructure in place then.
Many scholars believe that customer satisfaction has a crucial role in the success of a business, and is pivotal in increasing the overall profitability of the business (Kotier, 1991). Customer value is gained through the experience they receive from the goods or purchases they have obtained from a certain business. Customer value has various definitions and concepts, Holbrook (1999) stated that it is a kind of “interactive, mutual, and preferred experience”; but simply said, “the term customer value has many meanings.”
Online and in-store shopping differentiates in various ways. However, they both are convenient ways to shop. Recently, online shopping has been most convenient for me, but I enjoy both ways of shopping. I believe that shopping preferences change depending on a person’s situation. I noticed that many people are starting to prefer online shopping more than in-store shopping.
The Internet is rapidly becoming widespread and widely used as a tool for globalization across the world. As the Internet became more easily accessible by most people in the world, the web is bringing significant implications and changes to the way we live, including the way we shop. There is a rapid growth with e-commerce and moving businesses onto the web and retail success is no longer about stores and shopping centers. In developed countries, about two thirds of the population have access to the Internet making the option of online shopping is easily accessible to most people (Valerio). With the ease of shopping in your own home there are many benefits of doing your shopping online. Consumers can easily compare prices online, there is a larger range of products on the web, you can save time by having your shopping delivered right to your doorstep and it also overcomes physical barriers. Over the last decade online shopping has challenged and replaced the traditional means of physically going into shops as the digital world has provided customers with further convenience, flexibility and comfort from shopping from your own home.
The main advantage of online shopping is convenient. Online shops open 24/7. People who live in remote areas do not need to speed long time on the traveling to the stores. Consumers who come from other cities/countries can easily buy the native and specialty goods by just a click instead of going to that cities/countries themselves. The relevant information of products can be received from any location in seconds. Study showed that 72% of online shoppers preferred surf online than go to retail store to attain information about a product (Lokken et al., 2003). Online shopping also has greater price information (as cited...
Online retail and shopping sales has been growing consistently every year, not just in the US but worldwide. Not only does online shopping give customers more convenience, more variety, and more discreetness but it also gives customers better prices. While it is quite true that Wal-Mart has product variety and cheap prices – things customers want – the physical stores do not really give the convenience and discreteness that online retail and shopping does.
When comparing two different ways of shopping most people do not even think about, they do both and not even realize it. In today?s society people shop while at work, after work and on the weekends, whenever time permits. Did you ever stop and think how can I get more time in the day for family or just myself? The best way to figure out with all the recourses we have; still most of us go into a store and spend time looking through racks and waiting in endless line to just purchase something. I compared going into a store verses online shopping; to see which on will save you time and money.
1. Convenience: Online shopping provides convenience to the customers as it is available around the clock and is open 24*7. Many people choose to shop online because they could shop after hours, when traditional stores are closed & also they want to avoid traffic jams, crowds, waiting lines etc. Customers not only see products available but also online services that are provided to them. Good service will retain the customers for longer time. Some people want to avoid face to face interaction with the salespersons so they do online shopping. This is true for those people who have had negative experience with salesperson or they just freely want to make decisions by themselves without interruption of the
Consequently, e-business and especially online shopping is crucial for retail stores. They should provide necessary infrastructure for selling their products online. By taking advantage of e-business not only they can get competitive advantage of online shopping, but the...