Pengantar E-Business

dan E-Commerce
Pertemuan Ke-3
(Business-to-Consumer [B2C] E-Commerce)
Noor Ifada
[email protected]

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Sub Pokok Bahasan

Pendahuluan
Transaksi B2C (Internet Shopping)
Pengembangan Sistem E-Commerce
SubSistem dalam E-Commerce
Aplikasi E-Commerce

Internet Bookshops
Grocery Supplies
Internet Banking

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Pendahuluan

Business-to-Consumer (B2C) E-Commerce:

pihak penjual adalah suatu organisasi, dan
pihak pembeli adalah perorangan

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Transaksi B2C (Internet Shopping)

Search

Pre-Sale

Order
Execution /

Payment

Settlement

Deliver
After Sales

After Sales

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Transaksi B2C (Internet Shopping)

(contd-2)

Customer
Browser

e-Shop

Search
Orders
Payment

Store
Systems

Delivery
After Sales
Internet

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Transaksi B2C (Internet Shopping)

(contd-3)

Pilihan pencarian (search):

Menggunakan suatu menu atau tombol-tombol

yang disediakan dalam suatu portal/halaman web
Menggunakan fasilitas search engine
Menggunakan link untuk menuju ke halaman web
yang lain
Memilih suatu halaman web yang muncul dalam
iklan ataupun yang direkomendasikan oleh teman
Menggunakan URL

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Transaksi B2C (Internet Shopping)

(contd-4)

Pemesanan (order):

Membantu pelanggan untuk menemukan (melalui

folder kategori atau search engine situs)
Menampilkan barang/jasa yang dijual. Tampilan
dapat berupa gambar, deskripsi, gambar VR,
suara, dll
Memilih barang/jasa yang ingin dibeli (electronic
shopping basket)

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Transaksi B2C (Internet Shopping)

(contd-5)

Pembayaran (payment):

Credit Card
atau

e-Cash
Debit Card
Offline payment

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Transaksi B2C (Internet Shopping)

(contd-6)

Pengiriman (delivery):

Hal-hal yang perlu diperhatikan: biaya, keamanan,

kondisi barang yang dikirim (barang pecah belah,
barang yang sangat besar ukurannya, dan lainlain)
Metode pengiriman: lewat pos, pengiriman
langsung ke rumah pelanggan, dan online
Distribusi fisik vs digital

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Transaksi B2C (Internet Shopping)

(contd-7)

Contoh pendistribusian produk fisik dan digital:

Contoh Produk

Distribusi Fisik

Distribusi Digital

Perangkat lunak

Dikemas khusus

Majalah/surat
kabar
Kartu ucapan
Gambar
Film

Langganan
rumah/toko
Toko
Email, link ke kartu
CD-ROM, majalah WWW, unduh
VCD, DVD, VHS
MPEG, RealNetwork,
QuickTime
CD, Kaset
MP3, RealAudio

Musik

FTP, unduh langsung,

email
WWW, e-zine

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Transaksi B2C (Internet Shopping)

(contd-8)

Purna-jual (after-sales):

Layanan purna-jual dapat diberikan secara online

(misal: pembelian software)

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Pengembangan Sistem E-Commerce

1.

2.

3.

Website sederhana dengan tujuan untuk

memperkenalkan perusahaan dan produk kepada
konsumen, sekaligus meningkatkan pelayanan kepada
pelanggan.
Product cataloging, penyimpanan sebagian
besar/seluruh produk perusahaan dalam basisdata
yang terkoneksi pada internet yang memudahkan
perusahaan dalam memelihara data produk yang ada
dan memungkinkan pencarian produk secara interaktif
tetapi belum sampai kepada pembayaran secara
online.
Full e-commerce dengan kemampuan product
cataloging ditambah dengan kemampuan untuk
menerima pembayaran secara online dan prosesproses lainnya secara online.
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Aturan dalam Pengembangan

Menawarkan sesuatu yang bernilai

Menawarkan produk atau layanan dengan
harga pantas
Penggunaan website yang menyenangkan
dari segi estetika, mudah digunakan dan
cepat, memotivasi orang untuk
mengunjunginya, betah, dan kembali
memanfaatkannya
Keberadaan website harus diumumkan agar
semakin banyak pengunjungnya sehingga
diharapkan jumlah pembeli juga meningkat.
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Sub-Sistem dalam E-Commerce

1. Inventory Management System
2. Profile Management System
3. Ordering Management System
4. Shipping/Delivery Management System
5. Reporting System

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Sub-Sistem dalam E-Commerce

(contd-2)

Inventory Management System:

Mengelola informasi mengenai produk yang dijual

Informasi berupa: nama dan deskripsi produk,
harga, kuantitas, dll
Fitur: katalog produk, informasi rinci dari produk,
pencarian produk secara cepat, pengawasan stok,
dll

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Sub-Sistem dalam E-Commerce

(contd-3)

Profile Management System:

Mengelola informasi mengenai pelanggan

Informasi dapat berupa: nama, alamat, nomor
telepon, nomor kartu kredit (opsional), dll
Fitur: registrasi pelanggan, pengubahan profil
pelanggan, pelacakan kata sandi, pengiriman
tanggapan, promosi, dll

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Sub-Sistem dalam E-Commerce

(contd-4)

Ordering Management System:

Menerima dan memroses pemesanan

Informasi dapat berupa: produk yang dipesan,
harga pembelian, kuantitas produk, tanggal
pemesanan dan pengiriman, status pemesanan,
dll
Terkait erat dengan inventory dan profile
Fitur: shopping cart, pembayaran, histori
pemesanan, dll

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Sub-Sistem dalam E-Commerce

(contd-5)

Shipping/Delivery Management System:

Mengelola pengiriman produk dan status

Dua cara penerimaan produk: unduh langsung,
jasa agen pengiriman
Terkait erat dengan Profile dan Ordering
Management System

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Sub-Sistem dalam E-Commerce

(contd-6)

Reporting System:

Menghasilkan laporan sesuai dengan yang

diinginkan
Contoh: seberapa tinggi tingkat penjualan dalam
suatu periode, besarnya laba yang dicapai,
distribusi laba pada tiap produk, siapa pelanggan
terbaik
Fitur khusus: membantu peramalan (forecasting),
membantu pembuatan keputusan, membantu
penelaahan pola perilaku pelanggan

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Aplikasi E-Commerce
Internet Bookshops
Grocery Supplies
Internet Banking

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Internet Bookshops

One of the first applications of e-Commerce

Books have four advantages for the online retailer:

They can be adequately described online.
They are moderately priced.
Many customers will wait for delivery.
Delivery is manageable/affordable.

Reactions of other players have included:

Large existing players that set up their own
eBookstores;
New operators have entered the online market;
Conventional bookshop have been up-rated.
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Internet Bookshops (contd-2)

All bookshops have two main sources of

supply:

Book wholesalers.
Direct supply from the publisher.

(some e-fulfilment is direct from the wholesalers)

P ublisher

Wholesaler

Bookshop

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Customer
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Internet Bookshops (contd-3)

Requirements/Facilities
Warehouse (as opposed to retail) premises

Packaging and despatch

IT infrastructure / Web site:

A large database of books.

A search engine for author, title, subject, etc.;
Online access to details of stock
Record of the readers interest
Integration into the supply chain
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Internet Bookshops (contd-4)

Examples

Amazon www.amazon.com,
www.amazon.co.uk

Barnes and Noble

Bertelsmann AG www.bol.com

Blackwell www.bookshop.blackwell.co.uk

Chapters www.chapters.ca

www.barnsandnoble.com

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Internet Bookshops (contd-5)

amazon.com

Amazon opened for business in July 95

By 1999 Amazon had:
Four despatch bases in the US
Operations in Germany and the UK
As of 1998, turnover was US$610 million
(a growth of 313% over the previous year).
Amazon has never made a profit:
The loss for the third quarter of 1999 was US$79 million on sales of
US$356 million.
Amazon has diversified into selling:
Recorded music
Videos
Electronic equipment
and several other product areas

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TM

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Grocery Supplies

Going to the supermarket can be just a chore - how

much easier if, with just a few clicks of the mouse, the
weekly shop could done.

The logistics of an online supermarket are a bit

different from other online stores:
The supermarket stocks several thousand lines
The customer may well select (say) 60 of them.
Groceries are both bulky and perishable
Common practice is to arrange a delivery slot with
the customer.

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Grocery Supplies (contd-2)

The home delivery grocery business requires local

depots and it needs the same supply chain
infrastructure, co-ordinated by EDI, that the
supermarkets have in place.
A home delivery operation can use a depot rather than
a retail facility. However many existing players are
using their local retail facilities for e-fulfilment.

Supplier

Regional
Depot

Supermarket
/Local Depot

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Customer

27

Grocery Supplies (contd-3)

Examples

Peapod www.peapod.com

Homestore www.homestore.com

Sainsbury www.sainsbury.co.uk

Tesco www.tesco.net

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Grocery Supplies (contd-4)

peapod.com
Peapod started selling groceries in 1989.

TM

Peapod depots stock a full range of groceries.

Items can be found through the classification / menu system or

using a search.

Shopping lists can be stored.

Orders have to be put in at least a day in advance of delivery

time.

Peapod currently operate in six metropolitan areas in the US.

Peapod is a software company the depots are operated as

franchises.
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Internet Banking

Customer services typically include:

Online balances and statements.

Credit transfers so that bills can be paid online.
Maintenance of standing orders and direct debits
but exclude any transactions involving cash

For the bank, online transactions are cheaper

than telephone banking and much cheaper
than branch transactions.

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Internet Banking (contd-2)

Using e-banking reduces usage of the branch network

(although a branch or ATM machine will still be
required).

Supplier

Branch /
ATM

Customer

For online banking, security is obviously an issue.

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Internet Banking (contd-3)

Examples

Bank of Scotland: www.rbs.co.uk

The Co-operative Bank: www.smile.co.uk

First National Bank of the Internet:

www.fnbinternet.com

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Internet Banking (contd-4)

smile.co.uk

The Co-operative Bank:

Grew out of the Co-operative movement
Has about a 5% UK market share.
Has a very small branch network.
The banks online offering is called smile .
(one of the UKs first operational online banks)
Smiles banking service include:
A full range of accounts;
Online money transfer;
Flexible paying in arrangements;
Online payment of bills;
Standing orders and direct debits;
Use of ATM machines;
Conventional cheques;
A guarantee of reimbursement
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TM

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