Critical Success Factors on Delivery Preferences of E-Commerce in Malaysia

Abstract

With the increased use of Internet and mobile devices, e-commerce has only become more generalized and it shall continue growing in the future, hence there should be ways we could improve e-commerce with current technologies. One of the aspects that are deemed most important to e-commerce is the delivery sector since most e-retailers rely fully on courier service to help deliver their products to customers, whom are also known as e-shoppers. Research found 38% of e-shoppers were not satisfied with some delivery aspects in relation to their most recent online purchase and this frets e-retailers seeing as their customers' delivery experience accounts to how e-shoppers perceive the business' brand image (Okholm et al., 2013). The purpose of this research is to investigate the delivery preferences in e-commerce and accommodating them in a web-based courier service management system. This project also evaluates similar existing courier service systems and conducts a brief research on usability studies with the goal of resolving the investigated issues in the system's design and development. Overall e-commerce experience could be enhanced with the existence of a single web-based system that is not only capable of fulfilling delivery preferences in e-commerce, but also streamlines the operations involved in the delivery process internally and externally.