ISY3001: E-Business Models - A Case Study of PwC and Moore Stephens

This case study provides a comparative analysis of PwC and Moore Stephens Australia, two financial accounting service companies, focusing on their business-to-consumer (B2C) e-commerce models. It examines their online presence, website features, and business goals, evaluating how effectively each company leverages its website to deliver accounting, assurance, advisory, and taxation services to clients. The analysis includes a semantic differential scale to assess various website attributes, such as ease of use, information availability, security measures, and personalization. Ultimately, the study highlights the strategies employed by both firms to enhance customer experience, build trust, and maintain a competitive edge in the digital financial services market.

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Contents
Introduction................................................................................................................................2
E-commerce business model......................................................................................................2
Link of the website to the e-commerce business model............................................................4
Principal business goals.............................................................................................................6
Semantic different scale.............................................................................................................6
Compare and contrast...............................................................................................................15
References................................................................................................................................16

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Introduction
The business to consumer (B2C) model conducts transactions directly between a company
and user who finally end user of the products and services. The business to consumer model
is quietly different than the business to the business model (B2B). The B2B model states to
commerce between two or more businesses. It involves two parties in the process of
providing service. The B2C is a popular and renowned sales model. The internet has created
a new B2C channel in the form of e-commerce over the internet. The websites have a
significant role nowadays in the B2C process. The customers directly contact the company
without any mediators, there is a direct link between sellers and buyers.
PwC and Moore Stephens Australia are accounting firms in Australia and provide
accounting, assurance, audit, business advisory and taxation services. The companies directly
deal with the consumers and make use of the B2C model. PwC also makes use of the B2B
model as it offers service to the 422 companies out of 500 Fortune companies. Both the
companies rely on the B2C sales, maintain good relations with the customers to make sure
that they come back. In this process, companies can sell products directly to the consumers
from a website. The companies should make sure that the consumers should have an
emotional response to the marketing. In this process, marketing campaigns are geared to
show the value of the products and the services (Carson, Redmayne and Liao, 2014).
This report is going to compare two financial accounting service companies PwC and Moore
Stephens Australia. Both of these companies provide accounts and financial services such as
assurance, advisory and tax services to the customers as well as businesses. The companies
provide greater efficiencies and deliver better outcomes for the clients. The business to
consumer model has been chosen in this report which is the transaction between the company
and customers.
E-commerce business model
PwC executes business activities by using B2B and B2C business models. It is one of the big
4 accounting firms. The company provides a cloud-based platform to the businesses and
clients in significance to the B2B and B2C services (Swani, Brown and Milne, 2014). PwC
provides service to the 422 out of 500 fortune companies in relevance to the B2B model.
PwC powers share sight API for the real-time access to the investment portfolio of the clients.

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The company provides accounting and financial services to the clients in the B2C business
model (Chiu, Wang, Fang and Huang, 2014). It empowers the company to provide strategic
guidance to the clients for their entities regardless of investment and assets.
URL for PwC: https://www.pwc.in/services/how-PWC-can-help.html
Moore Stephens Australia is one of the largest accounting networks. It performs the business
activities by using the B2C model. The company provides accounting, assurance, audit,
business advisory and taxation services to the clients (Barros, Couto and Samagaio, 2014).
Being a part of share sight pro, it provides award-winning portfolio to the clients. The
company also modifies its website from time to time so that customers experience can be
enhanced and their demands can be fulfilled (Yeh, Lee and Pai, 2015) URL for the Moore
Stephens Australia: https://www.moorestephens.com.au/

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Link of the website to the e-commerce business model
PwC offers accounting services such as accounting, auditing, advisory, book-keeping and tax
services. The company focuses on the today’s society to remain a step ahead of the
competition. It brings the power of the global network to help businesses of Australia (Einav,
Levin, Popov and Sundaresan, 2014). It provides the network to help Australian businesses,
Non-profit organizations and governments to assess their performance and improve their
working. The company has hired a first-class internal team to deliver first class service to the
clients. The marketing and communications capabilities are responsible for developing
impactful client relationships. The company constantly makes efforts to deliver value to the
business (Raymond, Bergeron, Croteau and St‐Pierre, 2015). The purpose is to build trust in
the society and solve problems. The 70% of the clients are local government sectors. The
company support and participate in the events held by the business associations to share
effective solutions. It has made life easier of the businessmen and clients as they can get
financial services online (Awa, Ojiabo and Emecheta, 2015). The services provided by the
PwC are effective than the traditional services and the customers can get services the way
wanted by them.
The company believes in offering appropriate solutions to the customers regarding their
queries. The company provides information and advice on the financial, investment and
taxation matters. It also provides assurance to the clients related to the financial and

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accounting matters (McKnight, Lankton, Nicolaou, and Price, 2017). The B2B process of the
company helps businesses to focus on their operations than concerning on the accounting
services. The expertise and the professionals sort the accounting and tax related queries and
better take care of the clients. The company also guides the clients regarding their future
concern. It also helps to maintain effective relationships (Chatzoglou and Chatzoudes, 2016)
PwC is one of Australia’s largest professional services firms. The website of the PwC is
significant as the users get all the information. The website represents relevant information to
the users. Before the initiation of the e-commerce platform, people used to go at physical
platforms to purchase products and services (Walsh, Beatty and Holloway, 2015). In order to
choose unique products and services, people used to visit different stores. But the e-
commerce has provided different products and services over the internet. The consumers can
avail any type of service from anyplace over the internet (Lanzolla and Frankort, 2016). The
e-commerce options available now days is user-friendly. It brings a large group of customers
to the social platform across the globe.
Moore Stephens provides personalized and commercially perceptive audit, tax and business
advisory services. The charted accountants and the advisory partners of the company help to
understand the business and the needs and challenges associated which defines success. The
company focuses on the clients as the first point of contract for financial, advisory and
compliance needs. It also focuses on the business sectors to know the challenges faced by
them and delivers the practical and commercial solutions (Fu, Carson and Simnett, 2015).
The company provides assurance to the clients and kept their information confidential. It
provides useful information at affordable prices. It also enables customers with promotional
and marketing strategies on the regular basis.
The website of the Moore Stephens is capable enough to provide information concerning
operations of the company. The clients can avail information and services regarding taxation,
accounting and finance. The website of the company also provides information regarding the
packages of the products and services rendered (Grubisic Seba and Orsag, 2015). There are
different segment of the varied services on the websites which makes to use website hassle
free. The customers look for the user friendly website and the website of Moore Stephens is
capable enough to provide sufficient information to the customers.

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Principal business goals
The principal goals of the PwC are:
 Identify the significant risks associated with products and activities.
 Fulfil demand of the businesses and clients.
 Identify the potential opportunities related to the products and activities.
 Fulfil demand of the businesses and clients.
 Enhancing customer relations (Kazmierczak, 2016).
 PwC aims to provide satisfaction to the customers by enhancing customer experience.
 Increase reachability in the target market (Gummesson, 2014).
 Makes efforts to increase revenues and profitability.
The principal goals of the Moore Stephens are:
 Moore Stephens certify consistency and quality among the Australian network.
 Use most updated software to appropriately and smartly tackle the requirement of the
customers.
 Provide support to customers and fulfil their demand.
 Acquire prominent position in the market by gaining the trust of the consumers.
 Enhance growth and development of the company (Abdullah, Ardiansah and
Hamidah, 2017).
 Use software and accounting packages to provide a solution to the companies.
Semantic different scale
1 2 3 4 5
Very Poor Poor Inapplicable Good Very good
The table given below represents the reviews and feedback of the customers regarding the
products and services of the PwC and Moore Stephens.
Serial No. Attributes PwC Moore
Stephens
Comments
1 How does the 5 5 Bothe Pwc

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website URL
relate to the
business name?
and Moore
Stephens’s
website URL
and business
name are
same.
2 How easily is
the website
found using
general internet
search engines
(e.g. Google,
Ask, Bing, and
Yahoo)?
5 5 The
companies
mentioned in
the report can
be easily
searched with
the help of
search engines
(Wang, Wang
and Liu,
2016).
3 How does the
website give all
the
organizational
information a
user could
sensibly
require?
5 4 Every
customer has
exceptional
requirements.
It is a
complicated
task for the
company to
match and
fulfil every
requirement of
the customers.
The
companies
still make
efforts to meet
the

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requirements
of the target
audience in
such a
scenario.
4 Are
requirements to
provide a user’s
(personal or
sensitive)
information
appropriate?
5 4 Significant
methods have
been adopted
by both the
companies to
make
available
relevant
information
(Kurnia,
Choudrie,
Mahbubur and
Alzougool,
2015).
5 How well does
the website
assure users
about the
security and use
of the
information?
4 3 PwC keeps
information
about the
customers
confidential
by taking
appropriate
safety and
security
measures.
Whereas,
Moore
Stephens lacks
behind in
taking

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measures.
6 How well does
the website raise
user trust in the
organisation?
5 3 PwC serves
both
Businesses
and
individuals
with varied
services
related to
audit, financial
and
accounting. It
has
maintained a
stable
condition in
the target
market.
Whereas
Moore
Stephens
offers the
same services
to the
individuals. It
has
maintained the
image in the
target
segment.
7 How well does
the company
address legal
issues related to
5 5 Both of the
companies
have properly,
mentioned the

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the use of the
website or
engagement in
transactions?
legal policies
of the websites
in the legal
section. This
section states
that if any
transaction is
made for some
other person
rather than
consumption
of services
then the
organization is
liable to take
strict legal
actions against
the users. The
companies can
also freeze or
close the
account of the
users.
8 How well does
the website
provide for the
accessibility
need of users?
5 5 User Id and
password is
asked from the
customers
before
accessing both
the websites.
9 How well does
the website
address the
language or
1 1 There is no
option of the
language on
the websites of

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cultural needs of
the users?
both
companies.
10 Does the
website contain
all the product
information that
a user could
reasonably
entail?
5 5 Both the
companies
provide proper
information on
the websites as
per the service
offerings.
11 Does the
website allow all
the
customization
(user-managed
features) that a
user could
reasonably
expect?
5 5 Yes, the
customization
is allowed.
But for this
sake, clients
are required to
share their
requirements
with the
representatives
of the
company.
12 How well does
the website
personalize the
experience for
operators?
5 5 The
appropriate
measures have
been adopted
by both the
companies so
that
consumers can
have lasting
experience
with the
company.
13 Does the 5 5 Both the