Completing the retail process of kitchenware items at the website Hanoi.Golmart.vn

UNIVERSITY OF COMMERCE

FACULTY OF E-COMMERCE

------------------

GRADUATION THESIS

TOPIC

COMPLETING THE RETAIL PROCESS OF KITCHEN UTENSILS AT WEBSITE HANOI.GOLMART.VN

Teachers guide students to perform

: Vu Thi Hai Ly

: Le Van Dong

Student code: 08D140406

Class

: K44I7

Hanoi, May 2012

THANK YOU

In order for the thesis to achieve good results, first of all, the author would like to send to all the teachers of the Faculty of E-commerce, Department of E-commerce Principles wishes for good health, respectful greetings and deepest thanks. With the attention, thoughtful teaching and guidance of the teachers, the enthusiastic help of friends, up to now the author has been able to complete the graduation thesis "Improving the retail process of kitchenware products at the website hanoi.golmart.vn"

Allow the author to express sincere thanks to teacher Vu Thi Hai Ly for her dedicated help throughout the completion of the graduation thesis.

We would like to thank Uy Tin Trading and Service Company Limited for helping the author in the process of collecting information for the topic.

Although trying to study and research, but with limited time as well as limited understanding of the company's business field. The author is looking forward to receiving guidance and comments from teachers and all of you, those who are interested in this topic, to make the topic more complete.

Hanoi, May 21, 2012 Student implementation

Le Van Dong

E-commerce

SUMMARY

develop with many diverse and rich forms.

In recent years, both domestic businesses and consumers have also paid more attention to this field, many businesses apply this type to search for

business opportunity, find partners, open

wide market

school, reduce costs, save time

time…. The environment for e-commerce is also favorable for development. Enterprises need to grasp this business opportunity as well as overcome challenges in the global business market.

Uy Tin Trading and Service Company Limited is a company operating in the field of E-commerce and is also in that development trend. Through the process of studying at school and the internship at Uy Tin Trading and Service Company Limited, from the current situation of the company, the author focused on researching the topic: "Improving the retail process of kitchenware products on the website hanoi.golmart.vn". The topic is researched according to the following contents:

Introduction:

Overview of the research meaning of the topic.

urgency, objective, scope, object

and meaning

Chapter 1: Some basic theoretical issues on the electronic retail process

Systematizing the theory of e-retail process: presenting basic theoretical issues on e-commerce; B2C e-commerce; e-retail and e-retail models; e-retail process; advantages and difficulties in implementing e-retail; comparing e-retail and traditional retail.

Chapter 2: Research method and analysis results of the current status of the retail process of kitchenware products at the website hanoi.golmart.vn

Analyze the impact of internal and external environmental factors on the electronic retail process at the company. Use quantitative and qualitative methods to analyze and process data to evaluate the current status of the electronic retail process of kitchenware products at the website hanoi.golmart.vn.

Chapter 3: Conclusions and recommendations to improve the retail process of kitchenware products at the website hanoi.golmart.vn.

From the results of the above situation analysis, chapter 3 points out the achievements

the work has been achieved from

retail operations

goods

use kitchen at website

hanoi.gomart.vn, existing problems, causes of the above problems, forecasts

Market prospects and proposed solutions to improve the retail process of kitchenware products at the website hanoi.golmart.vn.

Conclusion

INDEX

THANK YOU i

SUMMARY ii

LIST OF ABBREVIATIONS vii

INTRODUCTION 1

1. URGENCY OF THE RESEARCH TOPIC 1

2. PROBLEM IDENTIFICATION AND STATEMENT 2

3. RESEARCH OBJECTIVES 2

4. SCOPE AND SIGNIFICANCE OF THE STUDY 3

5. STRUCTURE OF GRADUATION THESIS 4

1.1. SOME BASIC CONCEPTS 5

1.1.1. Concept of E-commerce, B2C E-commerce 5

1.1.1.1. Concept of e-commerce 5

1.1.1.2. Concept of B2C E-Commerce 5

1.1.2. Retail concept 5

1.1.3. Concept of electronic retail 5

1.1.4. Concept of e-retail process 6

1.1.5. Concept of B2C e-commerce e-retail management 6

1.2. SOME THEORIES ON THE E-RETAIL PROCESS 6

1.2.1. Some electronic retail models 6

1.2.1.1. Mail order direct marketing model 6

1.2.1.2. Direct sales model from manufacturer 7

1.2.1.3. Pure e-retailer model 7

1.2.1.4. Hybrid e-retailer model 8

1.2.1.5. Online street retail model 8

1.2.2. Characteristics, advantages and difficulties when participating in electronic retail 8

1.2.2.1. Characteristics of e-retail 8

1.2.2.2. Advantages of e-retailing for sellers 9

1.2.2.3. Difficulties of e-retailing for sellers 10

1.2.3. Comparison of traditional retail and e-retail 11

1.2.4. Steps in the e-retail process 11

1.2.4.1. Order management process 11

1.2.4.2. Order fulfillment management process 12

1.2.4.3. Payment processing procedure 14

1.2.4.4. After-sales processing 15

1.2.5. Factors affecting e-retail activities 16

1.2.5.1. Types of goods 16

1.2.5.2. Commodity structure 17

1.2.5.3. Customer 17

1.3. OVERVIEW OF RESEARCH SITUATION 18

1.3.1. Overview of domestic research situation 18

CHAPTER 2 20

RESEARCH METHODS AND RESULTS OF ANALYZING THE CURRENT STATUS OF THE RETAIL SALES PROCESS OF KITCHEN UTENSILS AT THE WEBSITE HANOI.GOLMART.VN

.............................................................................................................................................................. 20 2.1. SYSTEMIC METHODS OF RESEARCHING ISSUES..........................................................................20

2.1.1. Data collection method 20

2.1.1.1. Primary data collection methods 20

2.1.1.2. Secondary data collection methods 21

2.1.2. Data analysis method 21

2.1.2.1. Quantitative method 21

2.1.2.2. Qualitative method 22

2.2. OVERVIEW OF THE SITUATION AND IMPACT OF ENVIRONMENTAL FACTORS ON THE RETAIL SALES PROCESS OF KITCHEN UTENSILS AT WEBSITE HANOI.GOLMART.VN 22

2.2.1. Overview of the situation related to the retail process of kitchenware products on the website hanoi.golmart.vn 22

2.2.1.1. General situation of electronic retail 22

2.2.1.2. Current situation at enterprise 23

2.2.2. Influence of external environmental factors 27

2.2.2.1. Politics and law 27

2.2.2.2. Technology infrastructure 28

2.2.2.3. Economy 29

2.2.2.4. Culture - society 29

2.2.2.5. Supplier 29

2.2.2.6. Customer 30

2.2.2.7. Competitors 30

2.2.3. Influence of internal environmental factors 31

2.2.3.1. Human resources 31

2.2.3.2. Financial resources 32

2.2.3.3. Technological resources 32

2.3. RESULTS OF DATA ANALYSIS AND PROCESSING 32

2.3.1. Results of primary data analysis and processing 32

2.3.1.1. Results of analysis and processing of business survey forms 32

2.3.1.2. Results of analysis and processing of customer survey forms 34

2.3.1.3. Results of analysis and processing of expert interview questionnaires 36

2.3.2 Results of analysis and synthesis of secondary data 37

CHAPTER 3: 38

CONCLUSIONS AND SUGGESTIONS TO IMPROVE THE RETAIL PROCESS OF KITCHEN UTENSILS AT WEBSITE HANOI.GOLMART.VN 38

3.1 CONCLUSIONS AND FINDINGS FROM THE STUDY 38

3.1.1. Achievements 38

3.1.2. Unresolved issues 39

3.1.3. Causes of the existence 39

3.2. FORECASTING PROSPECTS AND PERSPECTIVES ON SOLVING RESEARCH PROBLEMS 40

3.2.1. Forecast of the situation in the coming time 40

3.2.2. Company development orientation 41

3.2.3. Scope of problem solving 41

3.3. SUGGESTIONS AND RECOMMENDATIONS TO IMPROVE THE RETAIL PROCESS OF KITCHEN UTENSILS AT WEBSITE HANOI.GOLMART.VN 41

3.3.1. Recommendations for businesses 41

3.3.1.1. Solutions to improve the sales process 41

3.3.1.2. Solution to develop product structure 43

3.3.1.3. Solutions to attract customers 44

3.3.1.4. Building customer database and customer information system for website hanoi.golmart.vn 46

3.3.1.5. Human resource solutions 47

3.3.2. Recommendations to state agencies 49

3.4. Limitations of the study and issues requiring further research 49

3.4.1. Limitations of the study 49

3.4.2. Issues for further research 50

CONCLUSION 50

LIST OF REFERENCES 52

LIST OF REFERENCES APPENDIX

LIST OF ABBREVIATIONS

Acronym

English content	Vietnamese content
E-catalogue	Electronic catalogue	Electronic catalog
SCM	Supply Chain Management	Supply Chain Management
B/L	Bill of Lading	Bill of lading
ERP	Enterprise resource planning	Enterprise resource management career
3PL	Third Party Logistics	Third party logistics services
E-mail	Electronic email	Email
GDP	Gross Domestic Product	Gross domestic product
PR	Public Relations	Public Relations
SET	Secure Electronic Transaction	Secure electronic transactions
LAN	Local Area Network	Local area network
WAN	Wide Area Network	Wide Area Network
ATM	Automated Teller Machine	Automated Teller Machine
POS	Point of Sale	Point of sale
FAQ	Frequently Asked Questions	Frequently Asked Questions
E-commerce		E-commerce
IT		Information technology
TT		Media
Ltd.		Limited liability
TMDV		Trade in services

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