Importance in Development of Logistics Operations in Start-up E-commerce Business : Case: iSi GmbH
Petelina, Alexandra (2016)
Lahden ammattikorkeakoulu
2016
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2016112717733
https://urn.fi/URN:NBN:fi:amk-2016112717733
Tiivistelmä
Globalization has brought a lot of challenges in today’s business environment. Since the Industrial Revolution, the market has expanded rapidly, and in order to survive in the competitive market, the companies should gain greater competitive advantage. Furthermore, the era of the Internet brought online shopping to the consumers that leads to the online competitive market. And as a result, in order to gain the competitive advantage, companies should get a better customer satisfaction rate that will allow them to keep their customers and attract new ones. The aim of the study is to research the logistics operations and its role in the case company’s performance. The main goal is to provide a development plan for the chosen case company so to improve their logistics activities in order to increase the customer satisfaction rate of the company.
The study utilizes a deductive research approach and uses qualitative as well as quantitative research methods. Secondary data for the research is gathered from literature and online sources. Meanwhile, primary data is gathered from an online survey and interviews of the employees of the case company.
The theoretical part of the research outlines the information about the basic concept of logistics and its operations, management of the logistics performance as well as distribution and warehouse stages of the logistics processes. Furthermore, as the aim of the study is to analyse how the logistics activities of the company affects customer satisfaction, the dependency of the logistics and customer service is presented. Also, theory regarding the concept of e-commerce and start-up is reviewed due to the size of the case company. Lastly, in order to achieve the final goal of the research, a development plan, the author uses the SWOT analysis to analyse the collected information of the company operations and the market it operates in.
The study results show that the logistics operations play a major role in the development of the B2C e-commerce start-up company as they affect customer satisfaction directly. The company should focus on improving the logistics operations in order to bring a reliable and safe delivery to the consumers and as a result increase customer satisfaction and company’s performance.
The study utilizes a deductive research approach and uses qualitative as well as quantitative research methods. Secondary data for the research is gathered from literature and online sources. Meanwhile, primary data is gathered from an online survey and interviews of the employees of the case company.
The theoretical part of the research outlines the information about the basic concept of logistics and its operations, management of the logistics performance as well as distribution and warehouse stages of the logistics processes. Furthermore, as the aim of the study is to analyse how the logistics activities of the company affects customer satisfaction, the dependency of the logistics and customer service is presented. Also, theory regarding the concept of e-commerce and start-up is reviewed due to the size of the case company. Lastly, in order to achieve the final goal of the research, a development plan, the author uses the SWOT analysis to analyse the collected information of the company operations and the market it operates in.
The study results show that the logistics operations play a major role in the development of the B2C e-commerce start-up company as they affect customer satisfaction directly. The company should focus on improving the logistics operations in order to bring a reliable and safe delivery to the consumers and as a result increase customer satisfaction and company’s performance.