Adopting e-commerce in a family-owned SME distribution company in the automotive post-warranty after-sales service spare parts market: Vokshyenn Trading Sdn Bhd

Khong, Yi Wane (2020) Adopting e-commerce in a family-owned SME distribution company in the automotive post-warranty after-sales service spare parts market: Vokshyenn Trading Sdn Bhd. [Dissertation (University of Nottingham only)]

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Abstract

The study is about a small and medium-enterprise adopting e-Commerce in the automotive post-warranty after-sales service spare parts market. Vokshyenn Trading Sdn Bhd (Vokshyenn) is a Malaysian SME family owned spare parts import wholesale distribution currently facing stiff competition in the market and is looking to adopt e-Commerce to improve its competitiveness and sales growth.

SMEs such as Vokshyenn have problems adopting e-Commerce because they lack the knowledge to identify thebusiness processes and structures that need changes to fully make use of technology and data.e-Commerce business model theories, customer decision journey, Turbanet al (2012), Porter’s value chain analysis, leadership and change management theory was used in combination with Soft systems methodology to discover what changes in business processes, human resources, technology and infrastructure are needed by Vokshyenn to adopt e-Commerce.

Vokshyenn’s e-Commerce business model consist of B2C e-Marketplace stores and B2B e-commerce web platform with the latter being the focus of study. Minimum viable product design concept was also introduced to Voksheynn to enable them to scale their B2B e-Commerce web platform development according to their budget size and employees’ and business customers’ readiness.

The changes needed by Vokshyenn to adopt e-Commerce includes upgrading their enterprise system, changing their order creation and fulfilment process and categorising customers according to their profitability and growth potential. In addition, Managing Director and top management needs to allocate sufficient budget and time to allow employees to attend data analytics trainings and invest in data analytics and business intelligence tools to improve product and service offerings be it on B2C e-market place online stores or the B2B e-Commerce web platform.

Item Type: Dissertation (University of Nottingham only)
Depositing User: Khong, Yi
Date Deposited: 27 Feb 2020 03:50
Last Modified: 06 May 2020 10:31
URI: http://eprints.nottingham.ac.uk/id/eprint/59258

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