Analyse der Bewertung verschiedener Zustellungsoptionen im B2C e-Commerce

Arne Niehaus

Publication: Working/Discussion PaperWU Working Paper

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This thesis analyses the evaluation of various delivery-services in the business to consumer
fraction of e-commerce. Simplified it can be said, that businesses try to satisfy the so called
"convenience factor" of the growing segment of single households and double-income
households through their online shopping activities, which is mirrored in the substantial
growth-rates of e-commerce in the industrial nations. The efficiency of such a system,
however, is determined by logistical effectiveness in particular concerning the "last-mile"
between the final distribution point and the consumer.
The study is therefore aimed at evaluating the relevance and sequence of the main
components of a delivery service by the customer and thereby to also examine the acceptance
of so called "Box-Systems" as opposed to conventional delivery systems in Austria.
As the acceptance of online shopping is closely related to the acceptance and use of the
internet this thesis begins with an introductory chapter on the trends of internet use in Austria
followed by an analysis of the problems of delivery in long distance commerce with emphasis
on the last-mile problematic. A short description and classification of the statistical method of
Conjoint Measurement sets the framework for the development and structuring of the survey
as a basis for the empirical study. This method allows the author to measure the importance of
the constitutive factors on the sequence of the different options. Finally the empirical study in
the form of a survey with a sample size of 189 evaluated questionnaires is described and the
results are analysed.
The study reveals that overall the place of delivery is the most important criterion closely
followed by price, whereas the time of delivery only plays a secondary role and punctuality
seems to constitute the crucial competitive edge. In addition the partworths also reveal a
number of new findings, especially concerning time frames. (author's abstract)
Original languageGerman (Austria)
Place of PublicationVienna
PublisherInstitut für Transportwirtschaft und Logistik, WU Vienna University of Economics and Business
Publication statusPublished - 1 Jun 2005

Publication series

NameSchriftenreihe des Instituts für Transportwirtschaft und Logistik - Logistik

WU Working Paper Series

  • Schriftenreihe des Instituts für Transportwirtschaft und Logistik - Logistik

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