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Diapositive 1

Consumer Online Shopping Attitudes and Behavior (Tunisian companies in focus)A presentation Submitted byMounira BOUANENEUnder the Supervision of Dr. Mohamed AGREBI

1Outline

IntroductionInternship ReportInternship ProjectConclusion

2Outline

Internship ReportInternship ProjectConclusion

Introduction3Introduction

General Objectives:Having enough knowledge about Hands Global ServiceGiving an overview of the internship experience: Tasks, responsibilities, observations, accomplishments and challenges.Identifying CSR in hotel industry.Exploring the objectives of implementing RB program in the Radisson Blu.Discussing the three pillars of RB in the hotel.

Outline

Introduction

Internship ProjectConclusion

Internship ReportInternship reportThe institution profile: My three-month internship took place in Hands Global Service company HGS is an online store for electronics in alibaba.com

HGS company, created in 2008, is a us company which has a branch in Sousse

Internship reportHGS s products:The activities of Hands Global ServiceDialing for 8 hours shift every day, i.e. making live calls to potential customers and explaining to them companys products and offersReply to customers inquiries about HGSs online productse via emailsuploading products online, Preparing catalogues for these products and processing orders.Dealing with payment and shipment Contacting suppliers Processing ordersInternship report2. Overview of the internship experience 2.1. Tasks and responsibilities: (As a service customer representative )Research required information using available resourcesManage and resolve customer complaintsProvide customers with product and service informationDeal directly with customers either by telephone, electronically or face to faceRespond promptly to customer inquiries

Internship reportProvide pricing and delivery informationProvide feedback on the efficiency of the customer service processFollow up customer calls where necessaryInternship report3. Dealing with difficulties:

Problem with the speed of the workThe field of e-commerce is very complicated Phone calls with English native speakers

Internship report4. Learned experience:

I practiced my communication skills as a customer servive representative.( i was in direct contact with people) I acquired new information about Marketing and purchasing online.I gained an advantageous experience inside a global modern firm.Outline

IntroductionInternship Report

Conclusion

Internship Project13

Internship project1. IntroductionWith the competition is fierce in e-commerce, the online retailers supposed to get to know more about the influencing factors work on the online consumers. In other words, the online retailers should understand the customer relationship management,which can lead to make effective business strategy and achieve the market demands in a right way. Internship project Main objectives of the study:

Understanding the major factors which significantly affect customers attitude towards purchasing products over the internet in Tunisia. Giving suggestions to the Tunisian companies and governments for a better development of e-commerce in Tunisia

Internship project2. Literature review

2.1 The E-commerce: E-commerce: consists of the buying and selling of products or services over electronic systems such as the Internet and other computer networks. (Laudon & Traver, 2008, p. 156) Internship project2.2 E-Commerce Market Models :Business to Business (B2B)Business to Customer (B2C)Customer to Business (C2B)Customer to Customer (C2C)

Internship project2.4 The benefits of online shopping :Easy and fast to find products. Consumer enjoys online shopping for 24 hour per day More reach to customers, there is no theoretical geographic limitations. Low operational costs and better quality of services. No need of physical company set-ups. Customers can easily select products from different providers without moving around physically.

Internship project2.5 Consumer behavior: Consumer behavior is the study of when, why, how, and where people do or do not buy products. It blends elements from psychology, sociology, social anthropology and economics. It attempts to understand the buyer decision making process, both individually and in groups. (Sandhusen, 2000, p. 218)

Internship project2.6 Online shopping experience in Tunisia

In March 2012, the number of subscribers to the Tunisian Internet exceeded 607000 , it had doubled in less than three years. It is also estimated that the ratio of the number of computers / 100 inhabitants reached 15 (it was 5.7 in 2005). In Tunisia, there are 614 operational sites21. This number is up 12% compared to 2011. Another improvement concerned electronic transactions. In fact, it is estimated that this has jumped to 100,000 (an increase of 35% compared to 2011)Internship projectIn the first half of 2012, the turnover of the Tunisian e-commerce is estimated at 11MD (an increase of 68% compared to 2011). On the other hand, According to the Tunisian post office, the number of cardholders e-Dinar (secure electronic wallet) is 1,183,003. The same source estimates that the number of withdrawal and payment has reached 3.5 million.Internship project2.7 Factors influencing customers attitude in Tunisia:TrustRestrictions on the dinarBanksOnline paymentHigh fees

Internship project The future of electronic commerce in Tunisia:

By 2014, the number of electronic merchant website will amount to 750 sites and there are more than 100 B2B electronic platforms

A strategic approach is needed given the figures recorded in recent times by comparing the activity at 31 December 2011 compared to the same period last year, the statistics of electronic banking in Tunisia show an evolution of 4% in terms of transactions allowed, equivalent to 278.174 shares. Internship project The future of electronic commerce in Tunisia:

By 2014, the number of electronic merchant website will amount to 750 sites and there are more than 100 B2B electronic platforms

A strategic approach is needed given the figures recorded in recent times by comparing the activity at 31 December 2011 compared to the same period last year, the statistics of electronic banking in Tunisia show an evolution of 4% in terms of transactions allowed, equivalent to 278.174 shares.

Internship project3. Methodology

In order to study the situation of the Tunisian sector of e-commerce and understand the various factors that hinder its development I used the technique of a guided questionnaire

Internship project3. Methodology

Objectives: - To determine the psychographic profile of consumers who purchase over the Internet. -To identify the factors influencing online shoppers and consumers. - To identify the key product and service categories opted for by consumers depending on their profile.

To study the customers level of satisfaction with regard to online shopping. To determine the average spending and frequency of purchase over the internet by a consumer.

Internship project It is the younger generation who are at the forefront of online shopping since most of our respondents belong to this category4.1Education Background of respondents

28Internship project

Income Distribution Among respondents The buying power of the average Tunisian is still too lowInternship project

Frequency of Internet connection per week there is no significant relationship between hours spent on internet and attitude towards online shopping among the respondents

Internship project Tunisians prefer to order clothes and electronics rather than books, Tunisians e-books take up is lowMajor products ordered over the Internet:31Internship project Tunisians are attracted to the e-commerce by best prices sellers have to put in mind this important information. Main Reasons for online Shopping:32Internship project Results have shown that the security of payment is the biggest barrier in online shopping in Tunisia,1. Reasons discouraging the online purchaseInternship project4. Environmental responsibility:

The Radisson Blu is very interested in the protection of the environment and the preservation of natural resourcesOutline

IntroductionInternship ReportInternship Project

Conclusion35Conclusion

Literature ReviewFactors influencing customers attitudes negatively while purchasing online:

The main barrier in the process of online shopping is the safety issue,Low level of trust on online stores is another factor which keeps customers away from shopping onlineMain reason for the online shoppingthe main crucial identified factors are the best price, time saving and convenience.