Table of Contents
Introduction........................................................................................................... 2
Task 1 Critically discuss the expectations of internet customers...........................3
Task 2 Critically assess the potential impact of common applications on e-
commerce business............................................................................................. 12
Conclusion........................................................................................................... 21
Recommendations............................................................................................... 22
References........................................................................................................... 23
1
Introduction
In this assignment there be discussion on the customers expectation and
potential impact of common applications on www.11street.my e-commerce
business site. I have to evaluate the timely responses to the customers, quick
delivery of the product or services and accurate information. Besides that, I need
to critically assess the impact of payment systems, online shopping, shopping
cart software, newsgroups and email that provided by 11street e-commerce
business.
2
Task 1 Critically discuss the expectations of internet
customers
Timely responses to customer communication
Today there is a new view that sees communication as an interactive dialogue
between a company and its customers which took place during the pre-sale
stage, sales, consumption and post-consumption.
Thanks to a breakthrough technology, people can now communicate through
traditional media and also through other forms of newer media. By lowering the
cost of communication, new technologies have encouraged more companies to
move and mass communication to a more targeted communication and dialogue
with each other. Furthermore, the important of the time to response to the
customers enquiry is vital because it has brought great impact towards business
image and business potential where most of the customers will depends on the
information that been channel to them from the company.
Figure 1 Customer complaint (source from : 11street my Facebook)
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Figure 2 Customer complaint (source from : 11street my Facebook)
Figure 3 Customer complaint at 11street.my (source from : www.11street.my)
Based on Figure 1, 2 and 3 above the 11street facebook admin and 11street.my
website admin clearly response to the enquiry or complaint thats had been
issued by the customers. Based from the observations on 11street Facebook
account it showed that the admin will reply shortly between 1 hours to 48hours
after the complaint were made on the Facebook. But there is some enquiry that
has been overlooked by the admin as showned in figure 2 where the customer
enqury made on 8 February by Tay Yong Xing were reply by the admin on 14
February.
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There had been delayed almost 6 days without any explaination. This thing could
be happened because maybe they does not have enough staff or their staff is
not well train. It show that as an open marketplace there will be significant
changes to the customers where it could change the customers preference on
using 11street.my to other e-commerce business site such as lazada or zalora
when the information or the time response is been delay. The time response is
essential and vital because it will determine the trusworthy, image and principle
of the 11street to serve the customers towards the customers demand without
only think about profitablity only and overlook their promise to be an open
marketplace for large variety of trusted products and services which is reliable
merchants from Malaysia and around the world by using verified and secure
payment system that have an attractive prices with additional member benefits.
(11street.my, 2016)
The admin respons were both in Bahasa Malaysia and English as the languange
that been used widely in Malaysia so there is no difficulty for customers to
understands and there is no language barrier that can affect the response
towards the customers. From the figure above also is were identified that most of
the response from the 11street Facebook admin was mostly on customers
complaint on their buying process and delivery time while its was once in a
while to see the admin to response on the customers enquiry about the
products, services or the promotion that been advertise by 11street.my.
Compare to the others open marketplace such as Lazada, their time response is
most likely in average 1 to 2 hours from the complaint were made to Lazada
Facebook account. Their admin response quickly and better that the 11street.my.
Based on the observation made through both 11street.my and Lazada Facebook
it certainly showed that Lazada had better time response compare to the
11street.my
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Figure 4 Lazada time response (source from : Lazada Facebook)
Figure 5 Lazada Enquiry (source from : Lazada Facebook)
Quick delivery of the product or service
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Figure 6 11street.my delivery time (source from : www.11street.my)
Figure 7 11street promotion item delivery time (source from : 11street my Facebook)
7
Based on 11street delivery policy the items were purchase from its website will
be delivered within 3 to 5 workings to the customers when the shipments start
and sometimes 7 to 10 working days for promotion item were it showed on
figure. Most of the items were delivered according to their delivery policy which
is experience it by myself when my family members bought products from
11street.my platform. But there are few cases that the item was delay due to
certain problems. For example, in figure 8 there is a delay in delivery item for
Vincci shoes where their issue was there is an overwhelming demand for the
shoes and it took longer time than expected to deliver the shoes to customers.
11street.my also offer full refund if customers want to cancel their order.
Figure 8 Delay notification (source from : 11street my Facebook)
Figure 9 Delay complaint (source from : 11street my Facebook)
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There also problems with sellers that did not comply with the 11street.my
delivery policy, most of the customers facing problems with items that still did
not received yet which is due to the reason that the sellers still did not process
the delivery or late in processing customers order just like the figure 9 above.
11street.my is using courier company like GDex as their delivery team to deliver
to customers.
Compare to 11street.my, Lazada delivery time in metro areas such as Klang
Valley, Penang or Johor Bharu it will take 1 to 6 working days while in non-metro
areas like Pasir Mas, Taiping or Arau it will took 3 to 10 working days to deliver.
This information can be view at Lazada delivery policy which is on figure 10
below. Based on the comparison between the Lazada and 11street.my delivery, it
shows that Lazada had quickly delivery status of the product where it
collaborates and partnership with 4 big logistic companies such as Ta-Q-Bin,
GDex, Poslaju and Citylink. Other than that Lazada can supersede the
11street.my in delivering the item because Lazada also had its own delivery
team that provide faster service towards customers.
Figure 10 Lazada delivery policy (source from :www.lazada.com.my)
Figure 11 Lazada delivery partner (source from :www.lazada.com.my)
Accurate information
Some of the products information in 11street.my is in Korean languange which is
cannot be understand by Malaysian customers therefore those customers who
buying the product without any knowledge of the product can simply
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dissapointed with the products when they received it later. They may buy it
because the price is lower compare to the shop but there is no understanding in
the product information which we can see in figure 12 and 13 below. This is
example where the information is not accurate because of the languange gap.
Based on the same products Deerma Bolt Vacuum that were displayed on both
11street.my and Lazada website, clearly the information in Lazada website can
be fully understand by the customers in Malaysia which is stated and inform in
English as shown on figure 14. So based on this information it was clearly show
that customers will buy the items from Lazada because of their understanding
about the products.
Figure 12 Product Information on 11street.my (source from : www.11street my)
Figure 13 Product Information on 11street.my (source from : www.11street my)
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Figure 14 Product Information on Lazada (source from :www.lazada.com.my)
Next on the information on how to assemble or build the cabinet, the instruction
in 11street.my is in Korean language which is difficult for customers to have the
accurate information on how to build the cabinet. This instruction were shown in
figure 15 and 16 where the information for build the cabinet is was not sufficient
enough and using other languange. And in figure 17 there is a comment from
customers that there is no instruction on how to build it.
Figure 15 Assemble instruction (source from : www.11street my)
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Figure 16 Instruction in other language (source from : www.11street my)
Figure 17 Customer comment on instruction to assemble (source from : www.11street my)
Compare to 11street.my there is full and accurate information on how to build
the cabinet that were display in Lazada pages just like the pic shown in figure 18
and 19. The instruction were show step by step on how to build the cabinet. Also
shown in figure 20 are the comment from the customers who feel it was very
easy to assemble the cabinet by using the instruction and information that were
given.
Figure 18 Instruction on Lazada (source from www.lazada.com.my)
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Figure 19 Instruction on Lazada (source from :www.lazada.com.my)
Figure 20 Customer comment on Lazada website (source from: www.lazada.com.my)
13
Task 2 Critically assess the potential impact of common
applications on e-commerce business
Payment systems
Figure 21 Create account (source from : www.11street.com.my)
First step customers had to create buyer account so they can continue to
shopping through 11street.my . Next when the registration was completed then
customers can start shopping using it just like figure 22 below.
Figure 22 Registration complete (source from : www.11street.com.my)
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Figure 23 Catalogue (source from : www.11street.com.my)
Next customers can select the item were shown in the catalogue. In this case I
choose to buy Nescafe Gold Blend Barista Coffee machine and Nescafe Gold
Figure 24 Selected Item (source from : www.11street.com.my)
Next in the figure 24 when the item was selected it will display the item in
another page which is contain the information about the items. In this page
customers can either choose buy now or add to cart to continue shopping. After
choosing buy now it will display to another page.
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Figure 25 Delivery information (source from : www.11street.com.my)
In figure 25 customer had to fill in the recipient name and address in order to
deliver the items to them. It also had a column where customers can fill in the
discount coupon.
Figure 26 Payment method (source from : www.11street.com.my)
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Next customer will proceed to the payment method which is shown in figure 26
where the payment method is listed as credit/debit card, online banking, ATM/
Bank Transfer and AirCash.
Figure 27 Summary of Transactions (source from : www.11street.com.my)
Next customers will find the summary of transaction when they had choosing the
payment method. In this case I use online banking.
Figure 28 Maybank2u (source from : www.maybank2u.com.my)
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Lastly customer just need to transfer the money from their bank account just like
the figure 28 above.
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The potential impact of this payment method towards 11street.my is they have
make the environment for customers or shoppers very convenience to shopping
with variety of payment method that can be access by most Malaysian. It makes
more customers likely to shop using 11street.my because the payment method
is easier and very convenience.
It will increase the traffic to their website which is finally increase the profit for
11street.my and make them can expand their business into new kind of products
or services. By providing a secure payment method it will ensure the trustworthy
among the customers who buying the product with 11street.my and eventually
make the customers loyal towards their sites when come to online shopping.
Online shopping
Figure 29 Catalogue for 11street.my (source from : www.11street.com.my)
For online shopping using 11street.my is a different experience compare to
others such as Lazada because the layout of the catalogue is cluttered with the
image, side lines advertising in both side of page like shown in figure 29.
Although the catalogue seems cluttered when we click to the product, the image
of product was display clearly and the information about the product is shown
below the image of products. And it has clear listing to choose what colour that
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we want and packages that come with the products, it also show clearly button
for buy now, add to cart and wish list that been shown in figure 30.
Figure 30 Detail information on catalogue (source from : www.11street.com.my)
The catalogue of 11street.my is user friendly but the arrangement of the
products and advertising in the pages make the website looks cluttered therefore
there will be a significant impact when customers looking for certain products.
Some customers do not want to surf or view cluttered pages because it makes
them dizzy. This will make traffic to 11street.my lower than other online shopping
website therefore they cant attract more shoppers or customers to be their
client.
Shopping cart software
Based on the shopping cart that offer by the 11street.my, it was great
experience for customers to shop with 11street.my. The functions of the
shopping cart that provided by 11street.my is to make sure customer feels
comfortable and convenience to go through the website and to buy any products
that they want without need to check out and make payment for every single
product that been bought using 11street.my. It will make customers feels free to
buy any combination of products from any categories that provided in
11street.my.
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So the impact will bring more products can be sold and increasing the profit for
sellers and 11street.my. It also encourages the sellers to offer more variety of
products that can be sell through the open marketplace like 11street.my. This is a
win-win situation for sellers, customers and 11street.my where all of them gain
benefits from this shopping cart.
Figure 31 11street.my shopping cart (source from : www.11street.com.my)
Newsgroups
According to techterms.com, newsgroup is an internet based discussion about a
particular topic. (www.techterms.com, 2016) In this case 11street is using
Tweeter, Instagram and Facebook to give information and advertising for the
products or promotions that been conduct by 11street.my. Advantages for using
the newsgroups is to deliver the information so the users or customers can
communicate through this medium to give feedback, review or enquiry about
11street.my products or services.
From there it will create brand awareness and customers preferences and be able
to seize portion of the market for online shoppers. Now days smartphone is one
of the important gadget that everyone must have so by using this kind of
newsgroup there will be more potential customers who are keen to buy products
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that offered by 11street.my. Surely it will bring great impact towards 11street.my
when they can capture the online shoppers to use their platform.
Figure 32 11street.my tweeter
Figure 33 11street.my Instagram
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Figure 34 11street.my Facebook
Email
Email is one of the method that been used widely in e-commerce, for sure
11street.my also applying this method to notify their existing customers about
their promotions, free coupons and voucher and new products that been offered
by 11street.my. Based on personal observation the email was sent is to build
relationship between the 11street.my and customers where it shows that
11street.my is appreciate their existing customer by telling customers indirectly
that they are very thankful to customer for being loyal.
And as a token of appreciation 11street.my generously give customers free
movie tickets or voucher or coupon to their loyal customers. When the customers
feel their loyalty is being appreciated by 11street.my they will continue support
11street.my and influence their relatives and friends to use 11street.my as the
only platform for online shopping. Lastly it will bring more potential customers to
shop and buy using 11street.my.
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Conclusion
For expectation of internet customers, it clearly shows that Lazada have better
time response compare to 11street.my where most of the enquiry or complaint
from Lazada customers will be reply shortly an hour later. It shows the lack of
time responses from 11street.my admin to counter the complaint or enquiry from
customers. Next on the quick delivery on the also shown that Lazada is quite
faster than 11street.my where Lazada partnership logistic is bigger than
11street.my and Lazada also have their own delivery team which can ensure the
products will be deliver to customers according to their deliver policy. On the
issue of accurate information, it seems also Lazada had better explanation and
information towards the product that been display in Lazada. 11street.my fails to
ensure the information on products were sufficient enough and can be fully
understand by their customers in Malaysia because some of the information was
display in foreign language which is not using English or Bahasa Malaysia.
As for the payment method that been used by 11street.my is quite efficient and
safe for customers to use it. The payment system is secured and fully functional
operate. Next on the online shopping for 11street.my looks cluttered and little bit
messy with the arrangement of the catalogue and advertising dominant both
side-lines of the page. But the shopping cart in 11street.my is convenience and
easy to use for customers. The newsgroups for 11street.my including Tweeter,
Instagram and Facebook surely will boost the traffic to the 11street.my website.
Lastly the email was send to customers to build relationships within the existing
customers.
Overall the 11street.my is quite attractive where all those features above was
functionally well and keep the customers continue shopping with 11street.my but
there is some issue regarding customers expectations on their services and
products that been offered by 11street.my. Therefore, 11street.my must improve
in order to compete with other online shopping website such as Lazada or Zalora.
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Recommendations
There are several recommendations could be made to 11street.my in order to
make them survive and can compete with others online shopping website. To
make sure their timely response to customers communication, 11street.my
should hire more staff to attain all the complaint and enquiry through their
website and social media. Their staff also must be train properly in order to
attain high volume customers.
Next in order to achieve quick delivery time of product or services, 11street.my
should collaborate or partnership with more logistic company where this can
overcome the problems with highly demand from the customers. 11street.my
also should practise its own delivery teams to cater their customers in urban
area such as Klang Valley. This will make sure the waiting period for recipient to
receive their products will be shorten.
To avoid inaccurate information that display in 11street.my, they should provide
clear guidelines for sellers to use appropriate information regarding products that
been offer therefore any misleading information can be avoid.
For payment method they should considered cash on delivery as one of the
method because some of the customers when they buying a large product or
expensive products, they tend to wait until the products arrive to their home
then they will make the payment. About the product page or catalogue it is
cluttered and it is not very complete and hard for consumer in making decision
to purchase the product. The layout design of catalogue must look more
attractive and not cluttered so when customers is selecting for which products
they want to buy it makes them feels more comfortable for shopping.
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References
11street.my. (2016). Retrieved from 11street.my:
http://www.11street.my/browsing/subContents.do?id=DP_FOOTER_164
www.techterms.com. (2016). Retrieved from www.techterms.com:
www.techterms.com/definition/newsgroup
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