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
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TABLES<br />
vii<br />
TABLES AND FIGURES<br />
CHAPTER 2<br />
2.1 Types <strong>of</strong> e-<strong>commerce</strong> technologies<br />
2.2 Total retail market in South Africa<br />
2.3 Estimated quarterly U.S. retail sales<br />
CHAPTER 4<br />
4.1 Products and services <strong>of</strong>fered bye-retailers<br />
4.2 Benefits <strong>of</strong> e-retailing<br />
4.3 Demographics, category and response rate<br />
FIGURES<br />
CHAPTER 2<br />
2.1 My Virtual Model<br />
2.2 Hallmark reminder service<br />
2.3 Barriers to purchasing online in 2000<br />
CHAPTER 3<br />
3.1 Research model<br />
CHAPTER 4<br />
4.1 What has led to the move into e-retailing<br />
4.2 E-retailers understanding <strong>of</strong> customer needs<br />
4.3 E-customer's reason(s) for using the Internet<br />
APPENDICES<br />
A. Introductory letter to e-retailers interviewed<br />
B. Questionnaire - e-customers<br />
C. Questionnaire analysis - e-customers<br />
D. Online interview questions - e-retailers<br />
E. Analysis <strong>of</strong> the online interview questions - e-retailers<br />
F. Transcribed interviews - e-retailers<br />
G. Directory <strong>of</strong> retail websites in South Africa<br />
10<br />
21<br />
22<br />
56<br />
61<br />
62<br />
14<br />
26<br />
34<br />
45<br />
55<br />
60<br />
64