The Perceived Benefits of E-Commerce & the Internet Adoption Strategies for Smes

1399 Words Oct 5th, 2012 6 Pages
Literature Review 1

The Perceived Benefits of E-Commerce & The Internet Adoption Strategies for SMEs

Cheng Peng North Carolina State University Professor Mordzak FLE 101 Dec.2, 2011

Literature Review 2 Introduction Due to the popularity and rapid expansion of the Internet and network technology, electronic commerce (e-commerce) has become a major activity in contemporary business operations. Today, enormous business activities are conducted online. People go online to sell and buy both goods and services, and many transactions cannot be completed without Internet technology. The Internet’s capacity to access, organize and communicate information in a more efficient way has brought about new formulas for the relationship between
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He further concluded that organizations can design their Website and e-mail services to incorporate information from databases to individual clients instead of demographic groups. Some studies have focus on the service and support from the SMEs when Internet adoption is carried out. For example, Hsieh (2008) proposed that SMEs must satisfy the shopper’s support needs, such as pre-sales inquiries, order tracking lookup, and post-sales support. He pointed out that the cyber mall storefront must be designed to allow the customer to make contact via an online form, e-mail address, or phone number, and make responding to customers inquires the highest priority. Instead of relying only on telephone conversations restricted to working hours and subject to telephone tag, businesses can use the Web and e-mail to exchange information and opinions between their customers and the business. He further illustrated that SMEs can also collect data about customer preferences and habits by tracking their action at the Web site, information of which can be used to customize offerings and services. Other studies (e.g. R. Amit, C. Zott, 2010), however, emphasize the importance of easy-to-use interface for shoppers to view items and place orders. They believe shopping cart technology is a basic requirement and techniques like up-selling can significantly increase the