Assessing the Contribution of E-Commerce to Business Process Management: A Case Study of Jumia

Abstract

The sharp increase of Internet usage, as well as, the systematic progress of information technology has transformed the way goods are bought and sold, resulting to the exponential growth in the number of online shoppers. The advances in Internet technology allow for the expansion of shopping options beyond traditional methods that may be more time consuming. This study therefore aims at to examine assess the contribution of e-commerce to business progress management. The study used a descriptive survey design, since its dealing more with defined description of the facts and characteristics of the population at study (mugenda, 2003). The survey design is preferred because it allowed the researcher get detailed information. Results from the study showed that majority of the respondents strongly agreed that shopping online reliable these also disagreed that shopping online using Jumia is safe, Respondents also agreed that they would recommend anyone to use Jumia, they also agreed that Shopping online using Jumia is convenient, these also agreed that Shopping online using Jumia is time saving. Results from the study showed agreed that E commerce reduces Cost reduction for the business (57.9%) followed by those that disagreed, results showed that respondents agreed that it eases ability to reach more potential customers, it is also Easier and faster to serve customers, Results also showed that it reduces costs of marketing and advertising, and it also increases visibility of your business through search engine marketing. Results from the study showed that majority of the respondents agreed that they shop online because expensive internet, majority also agreed that they don’t shop online because there are no online shopping, they also agreed that they not shop online because internet services are poor (internet speed is low), and they do not shop online due to Poor service delivery from the online companies. The study recommended the study recommends that of e-commerce is very fruitful to business however along with adaption of e-commerce, companies have to focus on changing behavior of customer as well, what customer expects while booking and buying through the web. Research on customer perception, customer exception, level of customer satisfaction, compensation in case of bad services, secured online payment system etc. should be deeply researched while adapting e-commerce