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Consumer Online Shopping Attitudes and Behavior
(Tunisian companies in focus)
A presentation Submitted byMounira BOUANENE
Under the Supervision of Dr. Mohamed AGREBI
Outline
Introduction
Internship Report
Internship Project
Conclusion
Outline
Internship Report
Internship Project
Conclusion
Introduction
Introduction
General Objectives: Having enough knowledge about Hands Global Service Giving 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 Project
Conclusion
Internship Report
Internship report
1. The 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 report
HGS ‘s products:
HGS
Laptops
GPS tracker
Android phones
Tablet pc
Watch phone
Security camera
The activities of Hands Global Service
Dialing for 8 hours shift every day, i.e. making live calls to potential customers and explaining to them company’s products and offers
Reply to customers’ inquiries about HGS’s online productse via emails
uploading products online, Preparing catalogues for these products and processing orders.
Dealing with payment and shipment Contacting suppliers Processing orders
Internship report
2. Overview of the internship experience 2.1. Tasks and responsibilities: (As a service customer representative )
Research required information using available resources
Manage and resolve customer complaints Provide customers with product and
service informationDeal directly with customers either by telephone, electronically or face to faceRespond promptly to customer inquiries
Internship report
Provide pricing and delivery information Provide feedback on the efficiency of the
customer service process Follow up customer calls where
necessary
Internship report
3. Dealing with difficulties:
Problem with the speed of the work The field of e-commerce is very complicated Phone calls with English native speakers
Internship report
4. 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
Introduction
Internship Report
Conclusion
Internship Project
Internship project
1. Introduction
With 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
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2. 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)
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2.2 E-Commerce Market Models : Business to Business (B2B) Business to Customer (B2C) Customer to Business (C2B) Customer to Customer (C2C)
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2.4 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.
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2.5 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)
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2.6 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)
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In 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.
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2.7 Factors influencing customers’ attitude in Tunisia:
Trust Restrictions on the dinar Banks Online payment High fees
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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 project
3. 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
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3. 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 customer’s level of satisfaction with regard to online shopping.
To determine the average spending and frequency of purchase over the internet by a consumer.
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Percentage of respon-dents' kowledge about RB program It is the younger generation who are at the forefront of online shopping since most of our respondents belong to this category
4.1Education Background of respondents
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Income Distribution Among respondents
The buying power of the average Tunisian is still too low
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Frequency of Internet connection per week
there is no significant relationship
between hours spent on internet and attitude
towards online shopping among the respondents
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Percentage of respondents' kowledge about RB program
Tunisians prefer to order clothes and electronics rather than books, Tunisians’ e-books take up is low
Major products ordered over the Internet:
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Percentage of respondents' kowledge about RB program
Tunisians are attracted to the e-commerce by best prices sellers have to put in mind this important information.
Main Reasons for online Shopping:
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Percentage of respondents' knowl-edge of monetary support their hotel is engaged in
Results have shown that the security of payment is the biggest barrier in online shopping in Tunisia,
1. Reasons discouraging the online purchase
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4. Environmental responsibility:
Yes No I don’t know
93%0% 7%
Percentage of respondents' knowledge of hotel enga-gement in operating me-
thods that preserve natural resources
The Radisson Blu is very interested in the protection of the environment and the preservation of natural resources
Outline
Introduction
Internship Report
Internship Project
Conclusion
Conclusion
Trust
Restrictions on the dinar
Banks
Online payment
High fees
Literature Review
Factors 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 online
Main reason for the online shopping the main crucial identified factors are
the best price, time saving and convenience.