E-commerce - Cape Peninsula University of Technology
E-commerce - Cape Peninsula University of Technology E-commerce - Cape Peninsula University of Technology
INTERVIEW CONDUCTED WITH MR YAHYA PATEL BY LUCY NWOFFIAH COMPANY: MUSICA POSITION: E-eOMMERCE MANAGER DATE: 30 MARCH 2005 TIME: 10:30 Q: CAN YOU BRIEFLY TELL ME ABOUT SOME OF YOUR ROLES IN THE BUSINESS? A: Am the e-commerce manager for Musica head office. I manage the ecommerce side ofthe business. Q: WHEN DID YOUR COMPANY MAKE A MOVE TO BECOME AN E-RETAIL STORE? A: When we saw that their was a demand for it. Also when we needed to add something to the business that we think will attract more customers to our stores. Q: WHAT HAS LEAD TO SUCH MOVE? WAS IT STRATEGIC? A: Absolutely. Initially we never knew that going online would put us ahead of our competitors and like I said we wanted our customers to keep coming back and possibly new one will also come in. Q: IN WHAT WAYS HAS YOUR COMPANY INCORPORATED THE INTERNET INTO ITS BUSINESS OPERATIONS? A: Online retail sale is one ofit. Where we offer various products and services to our customers, like selecting a particular track and listening to it before purchase, instead of having to listen to all the CDfalbum or buying the entire CD track with undesired tracks on it. We use the Internet to keep track of our customers and their rating of our services. We use the Internet for research purposes, find what is new in the industry, how it is working for different companies and maybe incorporate that at some stage. Q: HOW HAS THE INTRODUCTION OF E-RETAlLlNG IMPACTED ON YOUR COMPANY'S BUSINESS ACTIVITIES? A: It has impacted positively on our sales and in our customer relations. Also we now have a presence worldwide through our website and it has helped in bringing our international customers especially Africans all over the world to. They can purchase our Africa musicfproducts from us. Q: WHAT CATEGORIES OF PRODUCTS DOES MUSICA SELL ONLINE? A: Music, DVD, digital downloads, ringtones, MMS, games, gift vouchers, online magazine. We will be introducing movie digital download soon.
Q: HOW DO YOU KNOW WHO BUYS ONLlNE? A: Our customers have to register firstly if they want to carry out a transaction on Our site. Also our Pulse magazines attracts readers who do not actually purchase on the site but just to read some updates in music maybe. Q: WHAT KINDS OF CUSTOMERS DO YOU EXPECT TO PURCHASE FROM YOUR ONLlNE STORE? A: Anyone. If you love music, have a cellphone, you are welcome. We've actually found out that students visit our site more. You know they like free stuff. Q: WHAT PRODUCTS AND SERVICES DOES YOUR CUSTOMERS OFTEN PURCHASE? A: Music, DVD, ringtones Q: HOW DOES YOUR COMPANY HANDLE THE ISSUE OF SATISFYING CUSTOMER VARIETY OF NEEDS? A: Ustening to our customers. Asking for their opinion on our services and how they feel we can add value to their needs. We also try to add variety on the website, e.g we've categorised our music according to genre, artist. We have a search facility. All these are what our customers need. Very importantly, we have to be up to date with our music and update the site as soon we get verification from our sources. We try to let our customers hear and download the latest musidDVD first from us. Q: WHAT WAYS DOES YOUR COMPANY ATTRACT MORE CONSUMERS AND ALSO GAIN A COMPETITIVE ADVANTAGE OVER RIVALS IN THE SAME SECTOR? A: I think my previous response did cover that Q: WHAT WERE THE CRITICAL COMPETENCIES NEEDED TO MAKE THIS WORK? A: Being the best in what we do. This we do my having the best support staff. We always do research and be up to date with both our national and international competitors. Q: WHAT HAVE YOU LEARNT FROM THIS EXPERIENCE OF MANAGING AN E-RETAlL BUSINESS? A: Very challenging. I have learnt that customers are the reason we are in business today, so satisfying their needs is very essential. Q: HOW DOES MUSICA MANAGE QUALITY GENERALLY (QUALITY OF INFORMATION, PRODUCTS AND SERVICES)?
- Page 79 and 80: Chapter 5: Recommendations and conc
- Page 81 and 82: References REFERENCES Page 74 Alba,
- Page 83 and 84: References Page 76 Fisher, M. 2000.
- Page 85 and 86: References Page 78 Monczka, R.M. &
- Page 87: References Page 80 Sweet, P. 2001.
- Page 90: Appendix B Thank you for participat
- Page 101: very dlssaUsfIed 0 0% Ihe purchase
- Page 118 and 119: with credit card/debit card/cheque
- Page 120 and 121: Q: BASED ON THE STATISTICS OF PEOPL
- Page 122 and 123: I will go back to delivery. Deliver
- Page 124 and 125: leader. We should try to anticipate
- Page 126 and 127: Q: AT WHAT STAGE WAS E-REllLlNG INC
- Page 128 and 129: checking of the market share. We ar
- Page 132: A: Like I mentioned earlier. Being
- Page 148: Yebo Bedronics f Fort777 YETI OnUne
Q: HOW DO YOU KNOW WHO BUYS ONLlNE?<br />
A: Our customers have to register firstly if they want to carry out a transaction<br />
on Our site. Also our Pulse magazines attracts readers who do not actually<br />
purchase on the site but just to read some updates in music maybe.<br />
Q: WHAT KINDS OF CUSTOMERS DO YOU EXPECT TO PURCHASE FROM<br />
YOUR ONLlNE STORE?<br />
A: Anyone. If you love music, have a cellphone, you are welcome. We've<br />
actually found out that students visit our site more. You know they like free<br />
stuff.<br />
Q: WHAT PRODUCTS AND SERVICES DOES YOUR CUSTOMERS OFTEN<br />
PURCHASE?<br />
A: Music, DVD, ringtones<br />
Q: HOW DOES YOUR COMPANY HANDLE THE ISSUE OF SATISFYING<br />
CUSTOMER VARIETY OF NEEDS?<br />
A: Ustening to our customers. Asking for their opinion on our services and how<br />
they feel we can add value to their needs. We also try to add variety on the<br />
website, e.g we've categorised our music according to genre, artist. We have<br />
a search facility. All these are what our customers need. Very importantly,<br />
we have to be up to date with our music and update the site as soon we get<br />
verification from our sources. We try to let our customers hear and download<br />
the latest musidDVD first from us.<br />
Q: WHAT WAYS DOES YOUR COMPANY ATTRACT MORE CONSUMERS<br />
AND ALSO GAIN A COMPETITIVE ADVANTAGE OVER RIVALS IN THE<br />
SAME SECTOR?<br />
A: I think my previous response did cover that<br />
Q: WHAT WERE THE CRITICAL COMPETENCIES NEEDED TO MAKE THIS<br />
WORK?<br />
A: Being the best in what we do. This we do my having the best support staff.<br />
We always do research and be up to date with both our national and<br />
international competitors.<br />
Q: WHAT HAVE YOU LEARNT FROM THIS EXPERIENCE OF MANAGING<br />
AN E-RETAlL BUSINESS?<br />
A: Very challenging. I have learnt that customers are the reason we are in<br />
business today, so satisfying their needs is very essential.<br />
Q: HOW DOES MUSICA MANAGE QUALITY GENERALLY (QUALITY OF<br />
INFORMATION, PRODUCTS AND SERVICES)?
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