ISY10058: Report on E-commerce Website Effectiveness Evaluation

This report critically evaluates six e-commerce websites across three categories: E-retailer (Staples, Best Buy), Market Creator (Graysonline, Alibaba.com), and Transaction Broker (not explicitly evaluated in the provided text). The evaluation assesses each website's effectiveness based on criteria like customer service, customer retention, acquisition cost, store accessibility, and website attractiveness. Key performance indicators (KPIs) are identified for each success factor. Strengths and weaknesses of each website are discussed, highlighting aspects such as user-friendly interfaces, informative content, and database accessibility versus issues like boring designs and slow page loading. The report aims to provide a business manager with insights into the effectiveness of these e-commerce platforms, comparing their features and functionalities to identify best practices and areas for improvement. The analysis considers factors like multichannel marketing and conversion rates, emphasizing their impact on overall business success.

Running head: Report on Electronic Commerce System
REPORT
ON
ELECTRONIC COMMERCE SYSTEM
Name of the Student
Name of the University
Author Note:

1e-commerce
Introduction:
The primary objective of this report is to evaluate the nominated websites with respect to
its originality, accuracy as well as with respect to its strengths and weaknesses of it. In this report
three categories has been nominated which includes the E-retailer, Market Creator and
Transaction Broker. Along with that each of these categories will consist two websites which
will be evaluated further in this report.
E-retailer:
In this category it will discuss about the effectiveness of the business aspects of e-retailer.
In order to discuss the above aspect the nominated websites are as follows:
https://www.staples.com/
The above nominated website is an e-commerce website of Staples Inc, where is includes
the several products as well as services for in order to enhance the business structure of their
customers.
Gaining the customer trust is one of the significant aspect of an organization (Barnes,
Wounder 2013). Thus, it is highly important of a website to effectively provide customer
services to their customers in order to enhance their business growth and customer satisfaction.
Customer Retention:
Along with the customer services it is also important for an organization it is also
essential to consist an effective customer retention process.
Acquisition Cost:

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Apart from the activities of the customer engagement it is very essential to take care of
the customer acquisition cost as by calculating this it is possible to determine the approximate
cost of marketing.
Store Accessibility:
Followed by the above aspects it is also very important from the organization to include
such website which holds an impactful accessing ability to database (Bercaw 2013). Hence,
accessibility is one of the significant success factors of the nominated business platform.
Attractive website:
Along with the above aspects it has been also noticed that implementation of an attractive
website (Huang and Benyoucef 2013.). For e-commerce business is very essential as first
impression of an organization to its customers are displayed via the website of the nominated
organization.
With respect to the above success factors 5 significant key performance indicator has
been identified those are described below:
 The customer satisfaction factor is one of the major success factor of any service
provider.
 In order to determine the customer loyalty the customer retention needs to be determined.
 Key performance indicator behind the customer acquisition cost is it helps the
organization to determine its popularity among their customers.
 In order to provide a detail overview of the available product of the website needs to
consist advance store accessibility.

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 In order to catch the customer attention the website needs to be very attractive.
One of the strengths of this website is mentioned below:
 This website holds user friendly interface.
 Followed by the above aspect this website holds informative contents related to the
services of the nominated business.
 Along with that after evaluating the website it has been identified that this website has an
effective database accessibility.
 Apart from being user friendly, since it is an e-commences site it is one of the most
secure website while considering the field of financial transactions.
Weaknesses of the nominated website:
 Apart from the above beneficial aspects it has been also noticed from the
investigation that there are several limitations present related to the operations of the
nominated website (Laudon and Traver 2016). It includes boring designs of the
website, less effective information gathering features as well as the slow page
loading feature.
https://www.bestbuy.com/
Now it is turn for the other website that is nominated above which is Best Buy Co., Inc.
this is a multinational retailer of the consumer electronics (Kucukcay and Benyoucef 2014). It
includes various electronics products of several numbers of brands which are mostly needed by
the customers. It mostly includes the products like laptops, tablets, computer, and several

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appliances which helps in enhancing the cooking skills, television, home theatres and many more
electronics products (Mata and Quesada 2014).
Customer service:
In case of any sort of services of e-commerce business, it very important to have a strong
process of customer management as this is the only objective which is the primary objective of
the service providers for satisfying the needs of the customer (Moertini and Ibrahim 2015). One
of the significant aspect is gaining the trust of the customers of that particular organization.
Customer Retention:
The customer retention is the most important thing because without the customers these
organizations are nothing. The organization should have a strong process of customer retention
which involves the organization in non-abandoning of the customers (Barnes and Wounder
2013).
Acquisition Cost:
Acquisition cost is also very essential apart from the engagement of the customers (Ferro
et al. 2014). The acquisition cost of the customers is obtained by calculations in order to
determine the approximate marketing cost.
Store Accessibility:
The accessibility of store is essential. It is very important for an organization to include
such websites which holds an impactful accessing ability to the database (Muhammad and Khalil
2013.). Hence, accessibility is one of the significant success factors of the nominated business
platform.

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Attractive website:
It is very important for the website to be attractive for an e-commerce business as first
impression is the last impression as the first impression of an organization to the customers of it
are displayed via the website of the nominated organization.
With respect to the above success factors significant key performance indicator has been
identified those are described below:
 The factor of customer satisfaction is one of the important success factors for any kind of
service provider.
 The indicator of key performance behind the acquisition cost of the customer is helps in
determining the popularity of that particular organization among their customers.
In order to grab the customer attention the website needs to be very attractive.
Both the above mentioned websites are e-commerce platforms. One is considered for selling
products as well as services which in turn helps in enhancing the structure of the business for
their customers particularly (IBRAHIM and MOERTINI 2015). On the other hand, the other one
is responsible for the selling different kinds of consumer electronics.
It can be stated that the website of Staples holds significant functionalities which has the
capabilities to address all the required aspects which is essential for being a good e-retailer
website.
Criteria Staples Best Buy
Quality 7 8
Function 8 8

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Credibility 8 8
Reliability 8 8
Attractiveness 8 8
Systematic Structure 8 8
Navigation 7 7
Security 9 9
Effectiveness 8 8
User Friendly 8 9
Strength
 It sells various products that are budget friendly.
 This website holds informative contents related to the services of the business
Weaknesses are as follows:
 Apart from the several strengths, it has several limitations related to the
operations of the website, with less effective information gathering features.
Market Creator
https://www.graysonline.com/
The website mentioned above is an e-commerce website responsible for selling products
which help in mining, agriculture, construction, scaffolding, automotive manufacturing,
fabrication, metalworking, moulders, woodworking, extruding, road making, cranes, printing,

7e-commerce
packaging, trucks and transports, home and lifestyle (Pt Joseph 2015). This website basically is
used for the construction related activities.
Customer Service:
In case of any sort of services of e-commerce business, it very important to have a strong
process of customer management as this is the only objective which is the primary objective of
the service providers for satisfying the needs of the customer (Tamimi and Sebastianelli 2015).
One of the significant aspect is gaining the trust of the customers of that particular organization.
Customer Retention
For an e-commerce organization like this, the customer retention is the most important
thing because without the customers these organizations are nothing. The organization should
have a strong process of customer retention (Moertini and Ibrahim 2015). Determination of the
revenues from the existing can be done by measuring the ability of customer retention of that
particular organization.
Acquisition Cost
Acquisition cost is also very essential apart from the engagement of the customers. The
acquisition cost of the customers is obtained by calculations in order to determine the
approximate marketing cost.
Multichannel Marketing
Depending on a single channel in this business can lead to negative change in the channel
which in turn can affect the whole business (Shobeiri, Laroche and Mazaheri 2013). In order to
avoid such kind of scenarios, the efforts of marketing should be spread into the multiple
channels.

8e-commerce
Conversion Rate
It is the percentage of the visitors who are related to an e-commerce site which completes
the transactions ultimately (Shobeiri, Laroche and Mazaheri 2013). The success of the online
store can then be defined by this factor.
With respect to the above success factors significant key performance indicator has been
identified
 The factor of customer satisfaction is one of the important success factors for any kind of
service provider which is followed by the feedback provided by the customers which
helps in determining the customer satisfaction.
 Determination of the customer retention is important to determine the customer loyalty as
there is an impact of customer loyalty on the growth of the business.
 The conversion rate is very important to determine the success of an online store.
Strength:
 It sells various products that are budget friendly.
 This website holds informative contents related to the services of the business.
Weaknesses are as follows:
 Apart from the several strengths, it has several limitations related to the
operations of the website, with less effective information gathering features.
http://www.alibaba.com//

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This e-commerce platform is responsible for selling consumer electronics, apparel,
machinery, leather and textile products, kitchen, personal care, beauty products, accessories as
well as vehicles also (Rahimnia and Hassanzadeh, 2013). This website is versatile in selling
various kind of products ranging from electronics to apparel to machinery. This website consists
of certain success factors which include customer service, multichannel marketing, and
conversion rate.
Customer Service:
In e-commerce business, it very important to have a strong process of customer
management as this is the only objective which is the primary objective of the service providers
for satisfying the needs of the customer (Mittal 2013). One of the significant aspect is gaining the
trust of the customers of that particular organization.
Customer Retention
Customer retention is the most important thing because without the customers these
organizations are nothing (Rahimnia and Hassanzadeh 2013). Determination of the revenues
from the existing can be done by measuring the ability of customer retention of that particular
organization.
Acquisition Cost
Acquisition cost is also very essential apart from the engagement of the customers. The
acquisition cost of the customers is obtained by calculations in order to determine the
approximate marketing cost.

10e-commerce
Multichannel Marketing
Depending on a single channel can lead to negative change in the channel which in turn
can affect the whole business (Tamimi and Sebastianelli 2015). In order to avoid such kind of
scenarios, the efforts of marketing should be spread into the multiple channels. For example,
email marketing, referral marketing, affiliate marketing etc.
Conversion Rate
It is the percentage of the visitors who are related to an e-commerce site which completes
the transactions ultimately. The success of the online store can then be defined by this factor.
With respect to the above success factors significant key performance indicator has been
identified those are described below:
 The customer satisfaction is one of the important success factors for any kind of service
provider which is followed by the feedback provided by the customers which helps in
determining the customer satisfaction.
 Determination of the customer retention is important to determine the customer loyalty as
there is an impact of customer loyalty on the growth of the business.
 The conversion rate is very important to determine the success of an online store.
Strength
 It sells various products that are budget friendly.
 This website holds informative contents related to the services of the business.
Weaknesses are as follows:
 Apart from the several strengths, it has several limitations related to the
operations of the website, with less effective information gathering features.

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Between Alibaba.com and Graysonline.com, the second one only sells the equipment’s,
machineries, cranes, molders, extruders and many more and on the other hand the first site sells
everything including apparels, kitchen utensils and even the machineries like cranes etc. which
are also sold by Graysonline site (Mittal 2013.). Hence Alibaba is more versatile.
Criteria Graysonline Alibaba
Quality 8 8
Function 8 9
Credibility 7 8
Reliability 8 8
Attractiveness 8 8
Systematic Structure 8 8
Navigation 7 7
Security 8 9
Effectiveness 8 9
User Friendly 8 8
Transaction Broker
http://www.webjet.com.au
The above mentioned website is an e-commerce platform responsible for booking flights,
hotels, hiring cars, cruises, motorhomes, exclusive tours. This site is helpful in booking all
categories of services which are required during travels and tours. Within certain clicks, an

12e-commerce
individual can be able to book all these above mentioned services. The website contains success
factors like customer service, customer retention, acquisition cost etc.
Customer Service:
In e-commerce business, it very important to have a strong process of customer
management as this is the only objective which is the primary objective of the service providers
for satisfying the needs of the customer (Mittal 2013.). One of the significant aspect is gaining
the trust of the customers of that particular organization.
Customer Retention
For an e-commerce organization like this, the customer retention is the most important
thing because without the customers these organizations are nothing. The organization should
have a strong process of customer retention which involves the organization in non-abandoning
of the customers. Determination of the revenues from the existing can be done by measuring the
ability of customer retention of that particular organization.
Acquisition Cost
Acquisition cost is also very essential apart from the engagement of the customers. The
acquisition cost of the customers is obtained by calculations in order to determine the
approximate marketing cost.
With respect to the above success factors significant key performance indicator has been
identified those are described below:
 The factor of customer satisfaction is one of the important success factors for any kind of
service provider which is followed by the feedback provided by the customers which
helps in determining the customer satisfaction.

13e-commerce
 Determination of the customer retention is important to determine the customer loyalty as
there is an impact of customer loyalty on the growth of the business.
 The conversion rate is very important to determine the success of an online store.
Strength
 This website holds informative contents related to the services of the business.
Weaknesses are as follows:
 Apart from the several strengths, it has several limitations related to the
operations of the website, with less effective information gathering features.
http://www.ticketmaster.com.au
This e-commerce platform is used to book tickets for categories like sports, music,
theatre, arts, comedy as well as different kinds of shows (Chen et al. 2015). It has a field where
the customers can search by the name of the artists, events and venues also.
Customer Service:
In case of any sort of services of e-commerce business, it very important to have a strong
process of customer management as this is the only objective which is the primary objective of
the service providers for satisfying the needs of the customer. One of the significant aspect is
gaining the trust of the customers of that particular organization (Rahimnia and Hassanzadeh
2013). Hence, it is very important for a website to provide effective services to their respective
customers for enhancing the business growth and satisfying the customers also.

14e-commerce
Customer Retention
For an e-commerce organization like this, the customer retention is the most important
thing because without the customers these organizations are nothing. The organization should
have a strong process of customer retention which involves the organization in non-abandoning
of the customers (Shobeiri, Laroche and Mazaheri 2013). Determination of the revenues from the
existing can be done by measuring the ability of customer retention of that particular
organization.
Acquisition Cost
Acquisition cost is also very essential apart from the engagement of the customers
(Choshin and Ghaffari 2017). The acquisition cost of the customers is obtained by calculations in
order to determine the approximate marketing cost.
Attractive website:
It is very important for the website to be attractive for an e-commerce business (Rahimnia
and Hassanzadeh 2013). First impression is the last impression as the first impression of an
organization to the customers of it are displayed via the website of the nominated organization.
With respect to the above success factors significant key performance indicator has been
identified those are described below:
 The factor of customer satisfaction is one of the important success factors for any kind of
service provider which is followed by the feedback provided by the customers.
 The conversion rate is very important to determine the success of an online store.
Strength

15e-commerce
 This website holds informative contents related to the services of the business.
Weaknesses are as follows:
 It has several limitations related to the operations of the website, with less
effective information gathering features.
Among the mentioned websites, both are used as a ticket booking platform.
Ticketmaster.com is used for booking tickets for various shows, sports, music concerts whereas
Webjet.com is used for booking hotels, flights, hiring cars and many more (Bercaw 2013).
Hence, both are used for ticket booking purposes but in different ways in different perspectives.
Criteria Webjet Ticketmaster
Quality 8 8
Function 9 8
Credibility 8 8
Reliability 9 8
Attractiveness 8 8
Systematic Structure 8 7
Navigation 7 7
Security 9 9
Effectiveness 8 8
User Friendly 8 8
Conclusion:
After completing the above discussion it can be concluded that it has successfully
evaluated the nominated websites as per the mentioned criteria.

16e-commerce
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