Bus 375 - E-Commerce Website Analysis

E-Commerce Website Analysis

Jesse Campbell, William Gonzalez, Hubert Williams

BUS/375

July 24, 2016

GHOLAM ALI SHAYKHIAN

E-Commerce Website Analysis

SCM Processes: Walmart.com, Overstock.com, Amazon.com, and Ebay.com

        Though Walmart.com, Overstock.Com, and Amazon.com have the SCM processes Ebay has a different approach since it is open not just to retailers but individuals themselves to sell their wares. Walmart, Overstock, and Amazon utilize their distribution warehouses that are strategically located throughout the United States as well as globally to offer quick service and goods delivered in good condition to keep their customer happy. Ebay uses primarily the sellers inventory at their brick and mortar, house, or drop ship warehouses from suppliers to keep their customers happy though they do not offer faster delivery at a lower rate than the other three. All four have significant opportunities to grow in their respective niches but a key ability to do so will be the marketing strategies they implement to make their sites well know. With Walmart, you can either order to have it sent to your house or local store for pick up with even the option to check if the local store already stocks the item. Amazon, uses sortation warehouses, distribution warehouses, and drop ship warehouses to their advantage. Overstock.com uses a similar set up like Amazon in the use of sortation sites, owned distribution locations, or drop ship sites. Ebay lacks in this area as it is heavily dependent on user/seller locations meaning if you buy a book from a retailer in Minnesota, it will ship from there and standard transit times apply unless you pay more for overnight or next day.

Customer Service Options: Walmart.com, Overstock.com, Ebay.com, Amazon.com

        All four sites offer similar support tools to help the customer make a sound purchase. Each site offers a customer review and rating of the product and in the case of Ebay there are seller reviews to help the customer decide if purchasing through that vendor is a wise choice. All four sites offer easy return options, with Walmart you can either return it to your local store or send it back via UPS. Amazon offers fast return process as well as Overstock.com. Ebay on the other hand does not offer easy returns depending on the retailer you are buying from as some items state all sales are final. For the most part Walmart, Overstock, and Amazon have the edge in customer satisfaction with easy return, rating scale, and live customer service. These are key areas that Ebay seems to lack and can be detrimental to the growth of the e-commerce site.