Benifit vs Obstacle

In order to boost the company’s sales and marketing, the customers ‘trust, loyalty and satisfaction are very important to the company and even online store. Firstly, we need to analyse the e-commerce consumer behaviour model to determine what customers ‘needs and wants so that we can boost the sales effortlessly. However, there are two types of variables which will affect the consumer purchases ‘decision making. The two type’s variables are controllable variables and uncontrolled variables. Uncontrollable variable including consumer characteristics, environmental characteristics, merchant and intermediary characteristic. On the other hand, controllable variable including product characteristics, service characteristics and e-commerce systems. Hence, focusing on controllable variables will efficiently boost the company ‘sales and marketing as the respective variables are under control. 

           The e-marketplace platform that we are doing is Mudah Platform. We found that the company provides extensive customer services, safe and secure payment options, and even create creative video advertisement through social media.

           The way of creates extensive customer services can gain trust from buyers through providing advice for buyers and sellers to shop safely, rules and regulations on advertise products, and reports those advertisers and unserious advertisement method. One of the advice that given to buyer which is never pay in advance to a seller that buyer do not know. This because even the seller have discloses his or her personal information or bank account number, this does not protect buyer from being cheated. Moreover, it is good to always ask for the seller about the original receipts of the products so that he or her can prove that he or she is the actual owner of the products and make sure the products are authentic.

           Furthermore, there are also some rules and regulations of advertising which under either private, professional or company. The advertise must be real, having clear and define title as well as description so that buyers can know well on what is the item going for sale. It can also upload images of the item sale but there are still many prohibits for the image to avoid causes unsatisfaction of buyers. Besides, seller should also provide actual selling price of the items while Mudah.my reserves the right to refuse unrealistic selling prices which they do not consider as the actual full price of the item instead of instalments, down payments or trade-in prices is strictly unallowed. 

            Nevertheless, it can improves the consumer confident by providing a platform for buyers to report those advertisements or advertisers that do not follow the rules that regulate by Mudah.my’s. Buyers can provides more information such as the link to the advertisement, the advertiser’s email or when it happened. In this case, Mudah.my would investigate the cases faster and more efficiency.

              However, there are still obstacles appear in every single online store as well as Mudah.my. The obstacles faced by Mudah.my is that the items sold at Mudah.my is difficult to determine whether the item is real or fake. Although Mudah.my requires all sellers in selected categories to declare that the item they are selling is original, some sellers may still have intention to sell pirated software or fake branded products even. It may reduces the trust of buyers on Mudah.my because most of the buyers would not willng to take risk of buying fake products.

              Moreover, technical error also seldom appear on Mudah.my. The technical error included the time of error, a link to any screenshots buyers may have taken or the exact error messages that buyers encountered.  Although Mudah.my can help buyers to fix the problem by providing the details about buyer’s operating system, web browser type and internet connection type, there is still something unexpected happens on Mudah.my.

           In conclusion, advice for buyers and sellers to shop safely, rules and regulations on advertise products, and reports those advertisers and unserious advertisement method are the ways that Mudah.my used to boost the sales and marketing. However, there are two obstacles found  on Mudah.my which are technical error and difficulty on differentitating the fake and real of the items. Nevertheless, in order to maintain the customers’ loyalty and trust, company’s reputation is one of the core factor so that buyers and sellers can shop safely.