ABSTRACT
The 2019 coronavirus disease (COVID-19) pandemic has seriously impacted the performance of all types of businesses. It has given a tremendous structural boost to e-commerce enterprises by forcing customers to online shopping over visiting physical stores. Moreover, customer expectations of the digital and operational capabilities of e-commerce firms are also increasing globally. Thus, it has become crucial for an e-commerce enterprise to reassess and realign its business practices to meet evolving customer needs and remain sustainable. This paper presents a comprehensive performance evaluation framework for e-commerce enterprises based on evolving customer expectations due to the COVID-19 pandemic. The framework comprises seven primary criteria, which are further divided into 25 sub-criteria, including two sustainability factors, namely, environmental sustainability and carbon emissions. The evaluation approach is then practically demonstrated by analyzing the case of three Indian e-commerce firms. The results are obtained using a multi-criteria decision-making (MCDM) method, namely, Fuzzy VIKOR, to capture the fuzziness of the inherent decision-making problem. Further, numerical analysis is conducted to evaluate and rank various e-commerce enterprises based on customer expectations and satisfaction benchmarks. The findings explain the most important criteria and sub-criteria for e-commerce businesses to ensure customer expectations along with their economic and environmental sustainability.
ABSTRACT
E commerce has transformed the way of doing business globally. But still offline businesses have majority stake in the major economies of the world. With the arrival of covid 19, things have changes tremendously. E commerce companies have seen an exponential growth rate in these times due to government guidelines, health concerns and technological changes. This paper discusses, recent trends in e-commerce industry in India, the positive and negative impact of Covid 19 on ecommerce activities. Also, opportunities grabbed by e commerce players due to covid 19’s impact on its consumers and business scenario. The paper also critically analyses pre and post covid scenario in Indian e commerce industry on various parameters. It also discusses how the business organizations have transformed their business models as per the new normal conditions and customer expectations. © 2021 Published by Faculty of Engineeringg.
ABSTRACT
This The COVID-19 lockdown had mandated to redesign operations, trigger innovations and embrace contemporary technologies to sustain in retail business. Significant changes in consumption pattern, types of products opted, and place of purchase were observed. This research work studied the shopping behavior of millennial retail customers during the period of lockdown and after relaxations with respect to place of purchase of essential items. Understanding the Millinials preference over the various retail formats including small shops, Modern trade E commerce sites during and post lockdown is the major objective of this research. The researcher has collected samples from Two hundred and fifty respondents residing in various parts of Tamil Nadu representing Metros, Urban, Semi Urban and Rural. Areas including Chennai, Coimbatore, Vellore, Salem, Madurai, Trichy, Pollachi, Rajapalayam, Bhavani, Kumbakonam, Siruvallur, Poolavadi, Pollavadu, Vellodu and Kattukottai has been identified using the method of convenient sampling for collecting data from the Millinials. Chi-Square and descriptive statistics were conducted as a apart of data analysis. The results implies that Place of Residence and level of Annual Income affects the choice of retailer of millennial customers. Increase in store traffic was observed in modern trade for Groceries (20%), FMCG (24%) and Packaged Food Products (14%) after lockdown restrictions were relaxed. The researcher has also analyzed customer expectations while shopping in online and offline stores through which the authors listed relevant digital technologies for enhancing the shopping experience electronic document is a 'live' template and already defines the components of your paper [title, text, heads, etc.] in its style sheet. © 2022 IEEE.
ABSTRACT
In the tourism and hospitality industry, ensuring the well-being of visitors is essential to achieving a competitive tourist destination. This objective is even more pressing in the gastronomy sector. Surprisingly, the scientific literature on this topic is scarce and relies on questionnaire surveys and interviews as a data source. After scrutinizing the 13 articles on gastronomy tourism and well-being indexed in the Web of Science or in Scopus, this study proposes two new lines of research interrelated by the concept of gastronomic image. These exploit the content shared online by consumers in order to assess subjective well-being derived from quality gastronomic experiences. The first is a framework for the customer-perceived image based on Grönroos's service quality model, and the second is a conceptual model based on Morris's semiotics to measure gastronomic image. Through mixed methodologies, i.e., qualitative in the first research line and quantitative in the second, the study applies the theoretical framework to Michelin-starred restaurants in two tourist regions with similar features but with different gastronomic cultures-Taiwan (Asia) and Catalonia (Europe)-using as a data source all the online travel reviews (OTRs) written in English about these restaurants shared on the TripAdvisor portal. Comparing the three categories of restaurants in both regions, the results show branding and marketing problems and significant differences in the popularity of restaurants and the satisfaction and well-being of diners. There is a positive relationship between the category of restaurants according to the number of Michelin stars and their popularity according to the number of OTRs, as well as with the satisfaction and well-being of diners, except for a 3-star restaurant that is the worst-rated. These outcomes from the demand side can be useful to stakeholders to design or improve gastronomic products and services.