How do customers judge quality in an e tailer.pptx
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Presentation based on article (How Do Customers Judge Quality in an E-tailer?) by Joel Collier and Carol Bienstock in September, 2006
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How do customers judge quality in an e tailer.pptx
- 1. “How Do Customers Judge Quality in an E-tailer?” Presentation based on article by Joel Collier and Carol Bienstock Presented by: Mandira Adhikari
- 2. E-TAILING IN THE BLOOM SHOPPING!! Online Retailers Brick and Mortar Retailers“Time Starved” Customer
- 3. E-TAILER V/S BRICK & MORTAR RETAILERS Advantages • Time Saving • Open 24 X 7 • Consistent experience to every customers • Keeping record of customers’ preferences Customer
- 4. CHALLENGES FOR E-TAILING • Should I TRUST? • Are my personal information SECURED? • Is the PRODUCT exactly SAME as in picture? • How/When will it be DELIVERED? • How do I PAY? Customer
- 5. QUALITY CONCERNS Customer How will my product be delivered?
- 6. INTERACTION WITH WEBSITE 5 ATTRIBUTES influence how customers evaluate the QUALITY of their web site interaction 1.EASE OF USE CLOTHING SHOES GROCERY ELECTRONICS Adventure land English Fruits Betty Neels Dell Cabbage Perfume Dan Brown Watch
- 7. INTERACTION WITH WEBSITE 2. PRIVACY Enter your CREDIT CARD number CLICK HACKED!!! Enter your CREDIT CARD number CLICK Your information are safe with us.
- 8. INTERACTION WITH WEBSITE 3. SIMPLE DESIGN ??? This site looks simple yet very informative. WOW!! CLOTHING SHOES GROCERY ELECTRONICS Adventure land English Fruits Betty Neels Dell Cabbage Perfume Dan Brown Watch
- 9. INTERACTION WITH WEBSITE 4. CONSISTENCY and FLEXIBILITY CLICK 404 ERROR!! CLICK We CARE for our CUSTOMERS WOW!!
- 10. INTERACTION WITH WEBSITE 5. GOOD INFORMATION OK! But why would I need that information to buy a pair of jeans?? GREAT! I’ll buy this History of jeans Jeans was invented by Jacob Davis and Levi Strauss in 1873. Starting in the 1950s, jeans, In Store Available size:27,32 Available color: Blue, Black Price: NRs. 2,000 Payment on delivery
- 11. DELIVERY OF THE PRODUCT DELIVERY of the PRODUCT has the strongest impact on CUSTOMER SATISFACTION and INTENTIONS to purchase from an e-tailer in future
- 12. DELIVERY OF THE PRODUCT 3 aspects of product delivery that significantly influence customer evaluations of quality of an e-tailer DELAYED !! Delivered On-TimeOrdered Ordered 1. TIMELINESS OF ORDER
- 13. DELIVERY OF THE PRODUCT Delivered ItemOrdered Item Ordered Item 2. ACCURACY OF ORDER Delivered Item
- 14. DELIVERY OF THE PRODUCT Delivered ItemOrdered Item Ordered Item 3. CONDITION OF ORDER Delivered Item
- 15. ADDRESSING PROBLEMS WHEN THEY OCCUR 3 aspects of service recovery that customers are concerned about 1. OPPORTUNITY TO TALK TO A PERSON PROBLEM OCCURED CAN’T HELP!! PROBLEM OCCURED - HELP - FAQs Online Help Human Interaction
- 16. ADDRESSING PROBLEMS WHEN THEY OCCUR 2. FAIRNESS OF POLICIES and PROCEDURES POLICIES - Goods once sold won’t be returned - Provision to exchange goods POLICIES Enjoy Shopping!!! I must choose carefully because they won’t return sold goods later on Bought! Want to exchange this! WHAT?? CAN’T exchange??
- 17. ADDRESSING PROBLEMS WHEN THEY OCCUR 3. COMPENSATION and APOLOGIES You have exchanged it already so it’s alright. SORRY Customer, we delivered wrong product DELAYED !! Ordered Dear Customer, You’ll get 40% discount because we delivered your goods late.