Proposal to Improve the E-Commerce Platform Development Process with an Exploratory Case Study in Chile
Electronic commerce (e-commerce) is the buying and selling of goods and/or services over the internet. In recent years, e-commerce has experienced tremendous growth due to the popularity of and access to the internet throughout the world. Many companies have seen an opportunity in this market, start...
| Main Authors: | , , , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2023-07-01
|
| Series: | Applied Sciences |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2076-3417/13/14/8362 |
| _version_ | 1797590377869344768 |
|---|---|
| author | Paola Monsalve-Obreque Patricia Vargas-Villarroel Yemsy Hormazabal-Astorga Jorge Hochstetter-Diez Jaime Bustos-Gómez Mauricio Diéguez-Rebolledo |
| author_facet | Paola Monsalve-Obreque Patricia Vargas-Villarroel Yemsy Hormazabal-Astorga Jorge Hochstetter-Diez Jaime Bustos-Gómez Mauricio Diéguez-Rebolledo |
| author_sort | Paola Monsalve-Obreque |
| collection | DOAJ |
| description | Electronic commerce (e-commerce) is the buying and selling of goods and/or services over the internet. In recent years, e-commerce has experienced tremendous growth due to the popularity of and access to the internet throughout the world. Many companies have seen an opportunity in this market, starting to offer their products and/or services online. However, developing electronic commerce platforms can be complex and requires technical skills and specialized knowledge, which has become a problem due to the need to comply with the standards and requirements of customers who request to join these channels. Microenterprises in particular often need more resources and experience building e-commerce platforms. This is an exploratory case study, the objective of which is to design a proposal to improve an e-commerce platform development process for a computer enterprise from Valdivia, Chile, based on the international standard ISO 10008. Therefore, a solution is proposed for microenterprises to standardize their processes and improve their competitiveness in an increasingly demanding market, incorporating a methodology based on a review of quality management and customer satisfaction guidelines for e-commerce that allow the identification of internal and external failures, to prevent problems and achieve acceptable results. The proposal includes suggestions on how to improve the user experience on platforms, make the purchase and payment process more efficient, develop a support section for the computer microenterprise, and improve the security and privacy of customer data. The study of this quality regulation is one of the first at the national level, paving the way for developing proposals for other microenterprises in the country and, in turn, for the study and implementation of guidelines for business-to-consumer electronic commerce transactions (B2C ETC). |
| first_indexed | 2024-03-11T01:19:36Z |
| format | Article |
| id | doaj.art-7ae3180cafc94569bd82a8dbd8c763b3 |
| institution | Directory Open Access Journal |
| issn | 2076-3417 |
| language | English |
| last_indexed | 2024-03-11T01:19:36Z |
| publishDate | 2023-07-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Applied Sciences |
| spelling | doaj.art-7ae3180cafc94569bd82a8dbd8c763b32023-11-18T18:12:01ZengMDPI AGApplied Sciences2076-34172023-07-011314836210.3390/app13148362Proposal to Improve the E-Commerce Platform Development Process with an Exploratory Case Study in ChilePaola Monsalve-Obreque0Patricia Vargas-Villarroel1Yemsy Hormazabal-Astorga2Jorge Hochstetter-Diez3Jaime Bustos-Gómez4Mauricio Diéguez-Rebolledo5Bizmate SpA, Valdivia 5090000, ChileIndustrial Engineering Department, University of La Frontera, Temuco 4811230, ChileDepartment of Computer Science and Informatics, University of La Frontera, Temuco 4811230, ChileDepartment of Computer Science and Informatics, University of La Frontera, Temuco 4811230, ChileIndustrial Engineering Department, University of La Frontera, Temuco 4811230, ChileDepartment of Computer Science and Informatics, University of La Frontera, Temuco 4811230, ChileElectronic commerce (e-commerce) is the buying and selling of goods and/or services over the internet. In recent years, e-commerce has experienced tremendous growth due to the popularity of and access to the internet throughout the world. Many companies have seen an opportunity in this market, starting to offer their products and/or services online. However, developing electronic commerce platforms can be complex and requires technical skills and specialized knowledge, which has become a problem due to the need to comply with the standards and requirements of customers who request to join these channels. Microenterprises in particular often need more resources and experience building e-commerce platforms. This is an exploratory case study, the objective of which is to design a proposal to improve an e-commerce platform development process for a computer enterprise from Valdivia, Chile, based on the international standard ISO 10008. Therefore, a solution is proposed for microenterprises to standardize their processes and improve their competitiveness in an increasingly demanding market, incorporating a methodology based on a review of quality management and customer satisfaction guidelines for e-commerce that allow the identification of internal and external failures, to prevent problems and achieve acceptable results. The proposal includes suggestions on how to improve the user experience on platforms, make the purchase and payment process more efficient, develop a support section for the computer microenterprise, and improve the security and privacy of customer data. The study of this quality regulation is one of the first at the national level, paving the way for developing proposals for other microenterprises in the country and, in turn, for the study and implementation of guidelines for business-to-consumer electronic commerce transactions (B2C ETC).https://www.mdpi.com/2076-3417/13/14/8362electronic commerceISO 10008standardize processesB2C ETCquality managementcustomer satisfaction |
| spellingShingle | Paola Monsalve-Obreque Patricia Vargas-Villarroel Yemsy Hormazabal-Astorga Jorge Hochstetter-Diez Jaime Bustos-Gómez Mauricio Diéguez-Rebolledo Proposal to Improve the E-Commerce Platform Development Process with an Exploratory Case Study in Chile Applied Sciences electronic commerce ISO 10008 standardize processes B2C ETC quality management customer satisfaction |
| title | Proposal to Improve the E-Commerce Platform Development Process with an Exploratory Case Study in Chile |
| title_full | Proposal to Improve the E-Commerce Platform Development Process with an Exploratory Case Study in Chile |
| title_fullStr | Proposal to Improve the E-Commerce Platform Development Process with an Exploratory Case Study in Chile |
| title_full_unstemmed | Proposal to Improve the E-Commerce Platform Development Process with an Exploratory Case Study in Chile |
| title_short | Proposal to Improve the E-Commerce Platform Development Process with an Exploratory Case Study in Chile |
| title_sort | proposal to improve the e commerce platform development process with an exploratory case study in chile |
| topic | electronic commerce ISO 10008 standardize processes B2C ETC quality management customer satisfaction |
| url | https://www.mdpi.com/2076-3417/13/14/8362 |
| work_keys_str_mv | AT paolamonsalveobreque proposaltoimprovetheecommerceplatformdevelopmentprocesswithanexploratorycasestudyinchile AT patriciavargasvillarroel proposaltoimprovetheecommerceplatformdevelopmentprocesswithanexploratorycasestudyinchile AT yemsyhormazabalastorga proposaltoimprovetheecommerceplatformdevelopmentprocesswithanexploratorycasestudyinchile AT jorgehochstetterdiez proposaltoimprovetheecommerceplatformdevelopmentprocesswithanexploratorycasestudyinchile AT jaimebustosgomez proposaltoimprovetheecommerceplatformdevelopmentprocesswithanexploratorycasestudyinchile AT mauriciodieguezrebolledo proposaltoimprovetheecommerceplatformdevelopmentprocesswithanexploratorycasestudyinchile |