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e-Commerce : Current Status and Concerns

e-Commerce : Current Status and Concerns. INLS 181 Gabe Jones. Overview. Where does e-commerce stand in today’s economy? The role of e-commerce in different types of business Business and consumer concerns. Did the Bubble Completely Burst?. Approximately 210 dot-coms failed in 2000

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e-Commerce : Current Status and Concerns

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  1. e-Commerce: Current Status and Concerns INLS 181 Gabe Jones

  2. Overview • Where does e-commerce stand in today’s economy? • The role of e-commerce in different types of business • Business and consumer concerns

  3. Did the Bubble Completely Burst? • Approximately 210 dot-coms failed in 2000 • Venture capital investment in e-commerce fell dramatically • Nasdaq plunged from 5132 in March 2000 to 2523 in December

  4. Harsh Realities • Difficult to make a profit due to fierce price competition • User is in control • Market share doesn’t always bring profits

  5. e-Commerce in Today’s Economy • Business-to-business transactions dominate e-commerce • Only two industry groups sold more than 10% of their merchandise online: • Drugs and druggists’ sundries wholesale sales (33%) • Motor Vehicles, Parts, and supplies wholesale sales (17%)

  6. Service and Retail Industries • Selected service industries received only 0.6% of their revenues from e-commerce in 1999 • Travel Arrangement and Reservation Services is the leader (21%) • Only 0.5% of retail sales came from e-commerce in 1999

  7. Brick and Mortar vs. Online-Based • e-commerce offers benefits to “brick and mortar” retailers other than online sales and profits • Many benefits are non-transactional • Online-influenced sales • Many consumers shop online and go offline to purchase

  8. Business Concerns • Security must be updated constantly • Today’s safeguards may be insufficient in the future • Small businesses wary of e-commerce • Dot.com fallout • Large initial investment • Continuous maintenance

  9. Consumer Concerns • Customer service often lacking • Many customers can’t shop with confidence • Delivery problems • Problems with returning merchandise • Many sites fail to comply with basic laws

  10. Keys to Customer Satisfaction • Online shoppers expect service at each stage of purchase process • Shoppers sometimes willing to sacrifice lowest price for customer service • Usable sites

  11. Sources • “e-Commerce Security: A Global Status Report”http://www.isaca.org/ecomm.htm • “e-Reluctance”http://ecommerce.internet.com/news/insights/trends/article/0,,10417_898481,00.html • “Beyond Basic Customer Service” http://ecommerce.internet.com/news/insights/ectips/article/0,,10380_899311,00.html • “Future of E-Commerce May Rest on Customer Service” http://cyberatlas.internet.com/markets/retailing/article/0,,6061_274891,00.html

  12. Sources (continued) • “E-Commerce Shows Slight Gains in August” http://cyberatlas.internet.com/markets/retailing/article/0,,6061_891161,00.html • “E-Commerce Shows Signs of Waking from Summer Slumber” http://cyberatlas.internet.com/markets/retailing/article/0,,6061_871621,00.html • “Consumers Shop Online Despite Abundance of Problems” http://cyberatlas.internet.com/markets/retailing/article/0,,6061_888541,00.html • “There’s More to E-Commerce than Online Profits” http://cyberatlas.internet.com/markets/retailing/article/0,,6061_868861,00.html

  13. Sources (continued) • “Did Poor Usability Kill E-Commerce?” http://www.useit.com/alertbox/20010819.html • “E-Stats: Measuring the Electronic Economy” http://www.census.gov/eos/www/ebusiness614.htm • “E-comm’s Biggest Mistakes” http://www.nwfusion.com/ecomm2001/mistakes/mistakes.html

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