E-commerce and order fulfillment operations towards customer satisfaction in the Vietnamese market
Dang, Thong (2020)
Dang, Thong
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020101421333
https://urn.fi/URN:NBN:fi:amk-2020101421333
Tiivistelmä
The major purpose of the study was to review the situations of inventory management and last-mile delivery in the Vietnamese market. In brief, in the study, several views from e-commerce in the Vietnamese market were majorly discussed. Subsequently, the order fulfillment operations in the e-commerce, particularly inventory management and last-mile delivery, of the Vietnamese e-commerce enterprises were also demonstrated to assess their operational models which they operated in the market. At last, one of the most important elements of the study was to gain insights into how the Vietnamese consumers expressed their attitudes and opinions in e-commerce experiences, especially in a stage when the consumers experienced picking up their parcels from online purchases.
In the study, a theoretical part encompassed numerous considerable theories and concepts. There were three primary themes in this part and from these, the key concepts and theories were accordingly indicated. Theoretical sources from books, scientific articles, and articles on certain academic websites were used to refer to these theories and concepts. Then, in an empirical part, there were two different directions. Precisely, the former aimed at reviewing the Vietnamese e-commerce market qualitatively by using a qualitative research method with a secondary-data analysis. The latter assessed customer satisfaction in real-world experiences by collecting and analyzing empirical data from surveys quantitatively.
The results of the study show several imperative theoretical and empirical findings to get insights into the situations of e-commerce in general and the operations of two major stages in order fulfillment, inventory management and last-mile delivery, in specific in the Vietnamese market. Customer perspectives are also reviewed to evaluate how delivery services are performed and provide feasible improvements.
In the study, a theoretical part encompassed numerous considerable theories and concepts. There were three primary themes in this part and from these, the key concepts and theories were accordingly indicated. Theoretical sources from books, scientific articles, and articles on certain academic websites were used to refer to these theories and concepts. Then, in an empirical part, there were two different directions. Precisely, the former aimed at reviewing the Vietnamese e-commerce market qualitatively by using a qualitative research method with a secondary-data analysis. The latter assessed customer satisfaction in real-world experiences by collecting and analyzing empirical data from surveys quantitatively.
The results of the study show several imperative theoretical and empirical findings to get insights into the situations of e-commerce in general and the operations of two major stages in order fulfillment, inventory management and last-mile delivery, in specific in the Vietnamese market. Customer perspectives are also reviewed to evaluate how delivery services are performed and provide feasible improvements.