Toronto, Ont. Browne, M. E-commerce Gets Smarter. Burt, S. E-commerce and the retail process: a review. Joumal of Retailing and Consumer services, Bytheway A J. Information in the supply chain: measuring supply chain performance. Is semi transparency useful for navigating virtual environments?
Cunningham, M. Smart things to know about e-commerce. Oxford United Kingdom: Capstone Publishing. De Borchgrave, A. Cyber Threats and information security meeting the 21st century challenge. Dennis, C. From bricks to clicks: understanding the consumer.
Measuring market orientation: a multi-factor multi-item approach. Journal of Marketing Management, 10 Denscombe, M. The good research guide, for small-scale research od projects. Buckingham: Open University Press. The Economist. Unlimited Opportunities? The Internet offers huge scope for both business and leisure, but security urgently needs to be improved.
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Journal of Consumer Research, 12 3 Zemke, R. Zikmund, W. G, McLeod, R. Hoboken, NJ: Wiley. We have heard a great deal about it over the last few years, and some of us are wondering whether the excitement was justified.
In fact. Nowhere is this more true than in the general area of retailing, and the relationship between retailers and their customers. As part of a wider programme of research activity into e-Commerce, at CPUT we are looking at this specific question through research that is being led.
Lucy is a promising young member of the Faculty of Business Informatics, and I am writing to ask for your assistance in helping her gather information about your experiences with e- Commerce.
The Cape Peninsula University of Technology, formed by the merger of Cape Technikon and Peninsula Technikon, is committed to undertaking research that is relevant, practical and useful. As we move to University status we are investing heavily in research capability and I hope you will enjoy helping us as we take up this challenge. Lucy will of course treat all that you tell her as confidential, and there will be an opportunity to share the results of the work.
Thank you for your consideration of this request. There is a great future for businesses that take the right decisions and make the right moves; we look forward to sharing our new understanding of these things as our work moves forward. It will take approximately 15 minutes to complete. Your contribution is important.
Where do you live? Please tick the appropriate box 1. Please indicate your gender. What is your approximate monthly income? What is your occupation? What is your highest qualification obtained? How much tIme do you allocate to accessing the Internet In o other, please specJfy these places?
Have you ever used the Internet? How many times do you USe the Internet? School, college or unIversIty o never I 1 What mode of access do you use to access the Internet?
When was the flrSt time you used the Internet? Indicate when you make a purchase s from the Internet or use the servlce s on the Internet. What Islare your reason s for using the Internet? Why do you choose this e-commerce webslte? Do you recommend e-commerce activities for businesses? How long have you been a customer to ONE of the above o ability to link to other websites with related information speed of process to specify the particular business , W mentioned e-COmmerce business es?
Indicate with a number D ability to link to search engines D less than 1 year 2- I:B ability to have sales experience tailored towards needs o 1 to under 3 years o ability to share information with other onllne visitors I! How easy was it to make a purchase or use the service site? How did you know about this webslte? Are you satisfied with the website used?
Would you use the same website in future? What was your Intention for visiting this site? Would you recommend this company to a friend, relative or colleague? Do you have improved? What Is your main occupation? If your Office worker - survey Includes text responses.
Are you a male or female? Tick as many as possible. Whalis your highesl qualification obtained? Tick the appropriate number. Home 19 7 2 0 8 0 5 7 2 0 Have you ever made use of the Iniemel? If YES, please continue. If NO, thank you for your 7. School, college or university 2 2 4 1 1 1 2 T How many times do you use the Intemet? H A-m. Public building, e. CommercIal seTVice. TIck more than one, if applicable When was the first time you used the Intemel?
If YES, please specify. If NO, thank you for products and servloos TIck more than one, If applicable. Please Other. How did you know about this webslie? Are you stisfied with the website used? Would you use the same webslte In future?
Would you recommend this company to a friend, Do you have any suggestions on how the site Survey Results Ift. You may page IhrotJllh rupond. Producl-level sallstactlon Online orders IInd order planning Order. O v,luI proposlllon Is "ri",! Segmenllng our customer gl1 Llp..
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Inlllealln nlW poll nUll producla and tervkol'. Informing cuslomers ElIcluslveluppllllr ,ell populMltlma thal". Go to Individual Complete Responses: l]] Show respondent's emalls. If your ChltCk Ih. To exclude a particular response, click the Included Responses button. What Is the name of your company? J Close Doh. Copyrlght All Rights Reserved. No portion of this site may be copied without the express written consent of Emel'lnvhes 13 MarketTools, Inc.
Trademark Notice Vlllt. How many employees do you have? NUMbvof R,. How long has your company been In business? What has led to such move? Your e-retall site offers variety to your customers. Other, Please.. YOllr company. Tools to better manage their business. Technical assistance 2 1 1 Who are you targeting with your onllne shop? Other, Pleese :-,J,. Dptlan Important not Important very Important 1.
Rate according to the order of Importance. Prlorltlzlng our customer Other, Please. Market access search Rate according to the Importance to e- What challenges do you think face e-retailers N" After sales 1 0 1 0 2 Competition with first. Rate the Importance of onllne sales actlvltes to your organization? Iop pfft:"'IasI. Overall speed of process 0 0 4 A: My title is the business systems manager of the company which means that I basically relate back to the business, find out what the issues and problems that needs be resolved through IT systems and then define, document and pass them through to the IT to work or act on them.
But my specific role is to deal with issues relating to e-commerce in the business. A: I was the technical architect in the implementation of the Pick.
I've been with them since last year in implementation and was also involved in previous projects. A: In November A: It has been complex, difficult, painful, chalfenging and exciting. It's very difficult marketing invention. The advantages from pick. Set your own rules and set your own brand.
A: Sad to say not much because technology is such as these days that you can buy anything at any level essentially. If you start an e-retail site today, your competition could start up today and being at exactly at the same place we are without any difficulty. Like if you come into our shop and say here's my credit card, we can prepare the shopping list for this customer.
One our newest added services is the Go Banking. Apart from that, it's not much but we have big plans to start offering services you find in our traditional shops like in incorporating third party payments - SABC TV license, payment of electricity, airtime etc that you can do in our traditional shops and that wilf obviously it wilf give us a strategic advantage.
A: Essentially I will say it is a strategic move because we are proud to be known as one of the leading e-retailers in the country. Being on the lead comes from our technology and also from our stores plus all sorts of reasons. We offer a whole menu of services if you come into our stores many things that we do that you can't do with our competition. We therefore see this as an additional service which we offer to compliment all the rest of the services and keep us in the lead. A: Our module is such that we identify key stores in key areas that we put out there in order to follow our customer orders.
In the Gauteng region we have four stores that we use. Also in the Pretoria area there are about six stores, two in Cape Town and one in the Durban areas. It depends on the density, region and the reqUirements of the customers. A: It is not a great profit to be honest; it costs a lot of money to run so it really becomes prospective strategic decisions.
There are very few modules in the world where people are making money from a retailer doing e-retailing businesses. Standalone retailing has almost disappeared internationally because people who started can't make it.
The difficulty comes around physical delivery. Any physical buying of goods on the Internet requires delivery and it requires a lot of cost to such. Thafs why people who are leading in Internet retailing are people that deal in goods such as books, records, flowers, things that does not require much delivery. They make use of other peoples delivery mechanisms. Any physical shopping of goods using the Internet requires delivery and in the case of large bulky products they are very expensive.
Also the cost of fulfilling orders is very high and also Internet shopping has become something that you have to adopt and execute which also is very complex. It has impacted our business activities because it is very real and we have to implement processes in those stores and make sure it works. We also had to become partner-partner with other companies such as, outsourcing to a delivery company.
We outsourced the development and maintenance of the website of the company site to a company, we've outsourced the call center through developing new business partnerships. A: It is. Our initial decision was to make sell products ranging from what you can obtain from our traditional-shops. They include CDs, pool acids, electrical goods and things like that, but not Fridges and Stoves.
However, that is the beginning, we have established a separate site where we can sell fridges and stoves other than the hypermarkets but it is not doing great. It is one of the things which we want to implement into one site so that we can have a-one-stop-shop. A: Because of Internet security we do not hold credit card details on or site.
However when the purchase is made. Because we have a store model from which we fulfill, we actually take the payment in the store from the credit card and link it up in the normal way.
Buying online is standard as people have to register and that is how you get to know who they are. A: In our business module we expect it to be people between the ages of about 25 and We found that majority of our users are female and mothers with babies or small kids are on top of our list and maybe mother that just had a baby or whose children are small and do not like going shopping.
Our online customers also include maids. A: The statistics we found is that it takes about four shops to become a regular shopper.
If our frequent shoppers tend to stay, they buy everything. The goods purchases ranges from toothpaste, toilet papers etc. We have also found that our customers spend more at a single time on home shopping than they do if they went to the stores.
For instance, where a person goes to the shop and spends R, we found out that they spend an average of a home shopper spends at about R12 a day on the online shop which is basically on items needed for about a month and then do the rest of the shopping at the convenient time.
The reason is because the delivery fee is R45 which means that the same amount is paid for the small goods and the big ones too. A: We do have but they are very few in number.
We try to market to old age homes but it is not very successful. From the time that one connected to Internet using a desktop, model and a telephone line to the Wi-Fi technology of today, we have graduated very fast making it possible to buy and sell at the click of a button.
E Commerce was inevitable. E Commerce has made it possible for sellers to reach out to planet wide markets and consumers, thus changing the way business is conducted. Marketing managers have got to go back to the class rooms to learn the new rules of game in handling Online Marketing which is drastically and totally different from the traditional marketing, selling, distribution and advertising strategies.
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