E-commerce - Cape Peninsula University of Technology
E-commerce - Cape Peninsula University of Technology E-commerce - Cape Peninsula University of Technology
vi 2.6 INTERNET TECHNOLOGY AND ITS IMPACT ON THE BEHAVIOUR OF E-CUSTOMERS 35 2.7 TECHNOLOGICAL BARRIERS FACING E-RETAIL BUSINESS 37 2.8 E-RETAIL BENEFITS TO E-CUSTOMERS 40 2.9 SUMMARY 44 CHAPTER 3: RESEARCH DESIGN AND METHODOLOGY 3.1 APPROACH TO THE RESEARCH 45 3.2 THE USE OF QUESTIONNAIRE 46 3.3 INTERVIEW DESIGN 46 3.4 DATA COLLECTION AND SAMPLE SIZE 48 CHAPTER 4: DATA ANALYSIS AND INTERPRETATION 4.1 INTRODUCTION 50 4.2 E-COMMERCE MANAGER'S INTERVIEW RESULTS 50 4.2.1 The demographics of the e-retail companies 53 4.3 E-RETAIL IMPACT 54 4.4 E-CUSTOMER SURVEY RESULTS 61 4.4.1 The demographics of e-customers 62 4.4.2 E-customers reasons for using the Internet 64 4.5 CONCLUSION AND FURTHER RESEARCH 65 CHAPTER 5: RECOMMENDATION AND CONCLUSION 5.1 INTRODUCTION 70 5.2 PRODUCT AND SERVICE QUALITY 70 5.3 CUSTOMER SATISFACTION AND LOYALTY 70 5.4 IMPROVED MARKET SHARE AND PROFITABILITY 72 REFERENCES 74
TABLES vii TABLES AND FIGURES CHAPTER 2 2.1 Types of e-commerce technologies 2.2 Total retail market in South Africa 2.3 Estimated quarterly U.S. retail sales CHAPTER 4 4.1 Products and services offered bye-retailers 4.2 Benefits of e-retailing 4.3 Demographics, category and response rate FIGURES CHAPTER 2 2.1 My Virtual Model 2.2 Hallmark reminder service 2.3 Barriers to purchasing online in 2000 CHAPTER 3 3.1 Research model CHAPTER 4 4.1 What has led to the move into e-retailing 4.2 E-retailers understanding of customer needs 4.3 E-customer's reason(s) for using the Internet APPENDICES A. Introductory letter to e-retailers interviewed B. Questionnaire - e-customers C. Questionnaire analysis - e-customers D. Online interview questions - e-retailers E. Analysis of the online interview questions - e-retailers F. Transcribed interviews - e-retailers G. Directory of retail websites in South Africa 10 21 22 56 61 62 14 26 34 45 55 60 64
- Page 1: E-COMMERCE: THE IMPACT OF INTERNET
- Page 4 and 5: iv ABSTRACT Where customers have fr
- Page 8 and 9: Chapter 1: Introduction CHAPTER 1 I
- Page 10 and 11: Chapter 1: Introduction 1.4 RESEARC
- Page 12 and 13: Chapter 2: Literature review 2.1 IN
- Page 14: Chapter 2: Literature review Page 7
- Page 19 and 20: Chapter 2: Literature review Page 1
- Page 22 and 23: Chapter 2: Literature review Page 1
- Page 24 and 25: Chapter 2: Literature review Page 1
- Page 26 and 27: Chapter 2: Literature review Page 1
- Page 29 and 30: Chapter 2: Literature review Page 2
- Page 31 and 32: Chapter 2: Literature review 2.5 E-
- Page 34 and 35: Chapter 2: Literature review Page 2
- Page 36 and 37: Chapter 2: Uterature review Page 29
- Page 39 and 40: Chapter 2: LITerature review Page 3
- Page 43 and 44: Chapter 2: Literature review Page 3
- Page 45 and 46: Chapter 2: Literature review • Se
- Page 47 and 48: Chapter 2: Lnerature review Page 40
- Page 49 and 50: Chapter 2: Uterature review Page 42
- Page 51 and 52: Chapter 2: Literature review Page 4
- Page 53 and 54: Chapter 3: Research design and meth
- Page 55 and 56: Chapter 3: Research design and meth
vi<br />
2.6 INTERNET TECHNOLOGY AND ITS IMPACT ON THE BEHAVIOUR<br />
OF E-CUSTOMERS 35<br />
2.7 TECHNOLOGICAL BARRIERS FACING E-RETAIL BUSINESS 37<br />
2.8 E-RETAIL BENEFITS TO E-CUSTOMERS 40<br />
2.9 SUMMARY 44<br />
CHAPTER 3: RESEARCH DESIGN AND METHODOLOGY<br />
3.1 APPROACH TO THE RESEARCH 45<br />
3.2 THE USE OF QUESTIONNAIRE 46<br />
3.3 INTERVIEW DESIGN 46<br />
3.4 DATA COLLECTION AND SAMPLE SIZE 48<br />
CHAPTER 4: DATA ANALYSIS AND INTERPRETATION<br />
4.1 INTRODUCTION 50<br />
4.2 E-COMMERCE MANAGER'S INTERVIEW RESULTS 50<br />
4.2.1 The demographics <strong>of</strong> the e-retail companies 53<br />
4.3 E-RETAIL IMPACT 54<br />
4.4 E-CUSTOMER SURVEY RESULTS 61<br />
4.4.1 The demographics <strong>of</strong> e-customers 62<br />
4.4.2 E-customers reasons for using the Internet 64<br />
4.5 CONCLUSION AND FURTHER RESEARCH 65<br />
CHAPTER 5: RECOMMENDATION AND CONCLUSION<br />
5.1 INTRODUCTION 70<br />
5.2 PRODUCT AND SERVICE QUALITY 70<br />
5.3 CUSTOMER SATISFACTION AND LOYALTY 70<br />
5.4 IMPROVED MARKET SHARE AND PROFITABILITY 72<br />
REFERENCES 74
Change language