How Order Management Help E-Commerce Increase Performance During the Pandemic Period


Authors : Oliandes Sondakh; Hananiel Mennoverdi Gunawan

Volume/Issue : Volume 6 - 2021, Issue 5 - May

Google Scholar : http://bitly.ws/9nMw

Scribd : https://bit.ly/3wSueJA

The growth of the e-commerce industry in Indonesia continues to increase. During the pandemic, more than half of new digital customers (have increased by 56 percent) coming from non-metro areas. This is compelling Small Medium Enterprises to move from offline to online businesses. Order Management is an order fulfillment process or management related to orders and delivery of customer orders. When a website provides good service regarding orders and delivery, this can be very important to increase customer satisfaction and retention levels, and eventually will increase company performance. To test the hypothesis, linear regression is used as the main method of analysis, because it can analyze the relationship between the independent and dependent variables. The questionnaires were distributed among 165 e-commerce customers in Surabaya-Indonesia. Results outline/depict that the efficient and effective of order management leads towards higher performance based on customer. According to the responses we can conclude that order management play key role in shaping company performance based on customer

Keywords : Order Management, Checkout Management, Payment Management, Delivery Management, Companya Performance

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Paper Submission Last Date
30 - September - 2021

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In 1-2 Days

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