>>APMG 8119: DIGITAL ENTERPRISE REPORT PREPARED FOR: ASSIGNMENT 1 COMPANY NAME: SHOP NEW ZEALAND REPORT TITLE: CONSUMER EXPERIENCE MODEL ANALYSIS BY DEEPTHI SANKAR THENNANDIYIL POSTGRADUATE DIPLOMA IN BUSINESS APMG 8119: DIGITAL ENTERPRISE 2015

>>APMG 8119: DIGITAL ENTERPRISE DIGITAL INNOVATION Technological advancements shaping the future of e-retailing Retail environments are personalised Retailers are growing savvy in embracing new technology Global e-sales to grow by 12.4% in It is important for retailers to be technologically updated

>>APMG 8119: DIGITAL ENTERPRISE  Launched in the NZ market in 2003  One retail store in Auckland  Brand promise: Delivering New Zealand products to the world  Retailer of Maori crafts and jewellery; beauty, fashion and health products  The brand ships to over 200 countries worldwide  Showcases more than 90 NZ brands  Licensee of ALLWORLDSHOPS network  ALLWORLDSHOPS active in NZ, AUS and China markets Company Profile: Shop New Zealand

>>APMG 8119: DIGITAL ENTERPRISE Indent once for subheading Indent twice for body text Body text continues Outdent back to subheading Indent to continue body text Proposed Research Model – Jin and Park, (2000)

>>APMG 8119: DIGITAL ENTERPRISE  Interview 3 participants to shop over the website.  Record their responses at all these stages Customer perspective before purchase Customer behaviour before purchase Customer experience after purchase Customer behaviour after purchase  Compare the proposed model with the customer review CONSUMER EXPERIENCE ANALYSIS AT SHOP NEW ZEALAND

>>APMG 8119: DIGITAL ENTERPRISE LatentIndicators Web Design - Search by product type and brand - Logical division into product groups, subgroups and categories - Website is not user-friendly; and results in redundancy - Web site is overloaded by information Order Fulfilment - Right of product return if in good condition - Detailed information about delivery and its cost - Shipping within three business days - Save purchase history - For deliveries to high risk countries, proof to be submitted - Registered with US FDA and can ship to USA without notification - Free Delivery to around 200 countries Communication - Phone contact - contact - Sending information by to registered users - Live help offline - Shop New Zealand Blog - Social Media presence – Facebook and Google+ - Information for tourists in New Zealand or people who wish to travel to New Zealand Merchandise - Detailed description and specification - Under warranty if related to manufacturing fault - Weight/Size/Colour chart - Gift ideas/Gift Certificates Security/Privacy - Payment uses Direct Payment Solution (DPS) - Information Security Promotion - Gift Voucher - Webit Cash - News letter - Affiliate program Consumer Experience Map – Academic analysis

>>APMG 8119: DIGITAL ENTERPRISE LatentIndicators Website Design The structure of the website is not interesting There is no banner advertising on the web site. Product information is simple and clear. Order Fulfillment I bought on this site before and the order was delivered in five days. They have adequate price for delivery. It is interesting that shipping is free to NZ and AUS for above $100 purchase Communication I got a reply to my request after 5 minutes. Contact information is prompt I had no questions, everything is clear. Merchandise Products are generic and not specific to New Zealand All products have pictures. Lots of products, but the images are not interesting Security / Privacy The good opportunity to pay in any bank. I trust the system DPS. The payment process took a few minutes with the need for compulsory registration. Promotion I received a gift voucher for $10 on my first purchase on this web site. A lot of real discounts and hot deals Managerial Consumer Experience Map

>>APMG 8119: DIGITAL ENTERPRISE  Improving webpage design  Products seem generic and not New Zealand specific  Improve supply chain management  Search keyword and product variety RECOMMENDATIONS

>>APMG 8119: DIGITAL ENTERPRISE  Service branding is important in retail environment  Theoretical model and customer feedback are comparable  Shop New Zealand has to improve the online store attributes based on customer feedback CONCLUSION

>>APMG 8119: DIGITAL ENTERPRISE Linder, M. (2015, July 29). Global E-commerce set to grow 25% in Retrieved from Shop New Zealand. Retrieved from Reuter, T. 2012, February 27. Internet Retailer. Retrieved from Jin, В. and Park, J. Y. (2006). The Moderating Effect of Online Purchase Experience on the Evaluation of Online Store Attributes and the Subsequent Impact on Market Response Outcomes. Advances in Consumer Research Nelson, Mathew L; Shaw, Michael J; and Strader, Troy (2009). Value creation in E-business Management. Retrieved from Davis, R., Buchanan–Oliver, M. and Brodie, R. J. (2000). Retail Service Branding in Electronic– Commerce Environments. Journal of Service Research, 3(2), 178–186. REFERENCES