B. Com.

Part-II
Subject : Computer Application
Paper I : Web Technology and E-commerce
UNIT - V : E-commerce
Syllabus : Delivery the goods, after sales services,
Internet E-commerce Security
A website evaluation model
E-business, Internet bookshops
Lect. No. : 3
Prepared By:
Mr. Santosh Kumar Miri
Asstt. Prof. in Comp. Sc.
St. Thomas College, Bhilai,
Hemchand Yadav University, Durg
Email: [email protected]
Mobile:9827949155
 B. Com. Part-II (CA), Paper I : Web Technology and E-commerce, UNIT-V : E-commerce

Prepared By: Mr. Santosh Kumar Miri, Asstt. Prof. in Comp. Sc. Email: [email protected], St. Thomas College, Bhilai

Delivery of Goods Rules of Delivery

What is meant by delivery of goods? Before sending goods, sellers and buyers enter into a
The delivery of goods signifies the contract. This may to express or implied. If there is no
voluntary transfer of possession from one fixed time for delivery, the seller is bound to send
person to another. them within a reasonable time. If the goods are held
by the third person at the time of sale, there is no
Types or Modes of delivery Goods delivery by seller to the buyer.
There are various forms of delivery as Delivery Process
follows:
1. Actual (physical) Delivery: If the goods
are physically given into the possession of
the buyer, the delivery is an actual delivery.
For example, A, the seller of a car hands it
over to B, the buyer; it is a case of actual
delivery of the goods.
2. Constructive delivery: The transfer of
goods can be done even when the transfer
is effected without a change in the
possession or custody of the goods.
3. Symbolic delivery: This kind of delivery
involves the delivery of a thing in token of a
transfer of some other thing. For example,
the key of the go downs with the goods in
it, when handed over to the buyer will
constitute a symbolic delivery.
 B. Com. Part-II (CA), Paper I : Web Technology and E-commerce, UNIT-V : E-commerce

Prepared By: Mr. Santosh Kumar Miri, Asstt. Prof. in Comp. Sc. Email: [email protected], St. Thomas College, Bhilai

After sales Services • Give them the necessary support.

After sales service refers to all the things you do for the • Any product found broken or in a
care and feeding of your valued customers after they damaged condition must be exchanged
buy your product. immediately by the sales professional.
• Create a section in your organization’s
Good after sales service helps improve firms long-term
website where the customers can
brand image and brand loyalty. Offering after sales
register their complaints.
service can help to convince consumers to trust the firm • Take feedback of the products and
and buy the service in the first place. services from the customers.
Why After Sales Service? • Ask the customers to sign Annual
• After sales service plays an important role in customer Maintenance Contract (AMC) with your
satisfaction and customer retention. It generates loyal organization.
customers and increase a brand value. • The exchange policies must be
• Customers start believing in the brand and get transparent and in favor of the
associated with the organization for a longer duration. customer.
They speak good about the organization and its Most common types of after sales service
products and services. 1) Pre-Installation services
• A satisfied and happy customer brings more individuals 2) User training
and eventually more revenues for the organization for 3) Warranty services
long time. 4) Online support
• After sales service plays a pivotal role in strengthening 5) Return/Replacement
the bond between the organization and customers. 6) Features and benefits
7) Upgrades
After Sales Service Techniques
• Sales Professionals need to stay in touch with the
customers even after the deal. Never ignore their calls,
emails, messages etc.
• Call them once in a while to exchange pleasantries.
 B. Com. Part-II (CA), Paper I : Web Technology and E-commerce, UNIT-V : E-commerce

Prepared By: Mr. Santosh Kumar Miri, Asstt. Prof. in Comp. Sc. Email: [email protected], St. Thomas College, Bhilai

Internet E-commerce Security How To Minimize Security Threats?

Security is an essential part of any transaction 1.     Perform a risk assessment
that takes place over the internet. E-commerce 2.     Develop a security policy
security is the protection of e-commerce assets 3. Develop an implementation plan
from unauthorized access, use, alteration, or 4. Create a security organization
destruction.  5. Perform a security audit
6 Dimensions of e-commerce security
1. Integrity: prevention against unauthorized Measures to ensure Security
data modification 1. Encryption − It is a very effective and practical way
2. Nonrepudiation: prevention against any one to safeguard the data being transmitted over the
party from reneging on an agreement after network. Sender of the information encrypts the data
the fact using a secret code and only the specified receiver can
3. Authenticity: authentication of data source decrypt the data using the same or a different secret
4. Confidentiality: protection against code.
unauthorized data disclosure 2. Digital Signature − Digital signature ensures the
5. Privacy: provision of data control and authenticity of the information. A digital signature is
disclosure an e-signature authenticated through encryption and
6. Availability: prevention against data delays password.
or removal 3. Security Certificates − Security certificate is a unique
Secure Electronic Transaction digital id used to verify the identity of an individual
It is a secure protocol developed by MasterCard website or user.
and Visa in collaboration. Theoretically, it is the
best security protocol. It has the following Security Requirements
components − 1.     Authentication of merchant and consumer
1. Card Holder's Digital Wallet Software 2.     Confidentiality of data
2. Merchant Software 3.     Integrity of data
3. Payment Gateway Server Software 4.     Non-repudiation 
4. Certificate Authority Software
 B. Com. Part-II (CA), Paper I : Web Technology and E-commerce, UNIT-V : E-commerce

Prepared By: Mr. Santosh Kumar Miri, Asstt. Prof. in Comp. Sc. Email: [email protected], St. Thomas College, Bhilai

A website Evaluation Model

Factors of navigation:
Acceptability models from various authors were obvious links, good structure, current
divided into 3 groups: Quality, Usability and dislocation of visitor, site map, navigation path,
Satisfaction models. clear start page, categorization of information.
Quality models
This model includes such aspects as Visibility,
Factors of design:
Perception(user comfort), Technics (permanent website
Design Aesthetics, colours, fonts, pictures and
address), Contents, and Services.
graphics, appropriate layout of elements.
Usability models
It has 3 dimensions: Simplicity of navigation, Speed,
What are the 5 criteria for evaluating websites?
Interactivity. This model was tested with a small
1. Accuracy of Web Documents
sample survey.
2. Authority of Web Documents
Satisfaction models
3. Objectivity of Web Documents
It identifies 4 element combination for user satisfaction:
4. Currency of Web Documents
Quality of information, Quality of system, Perceived
5. Coverage of the Web Documents
usefulness, Social impact. New factor is Social impact.
It represents user perceptions of the others tend to use
the website.
The others 4 dimension user satisfaction scheme:
Layout, Information, Connection, Language
customizations.
Factors of contents evaluation:
clarity of information, freshness, dates, consistency,
accuracy, understandability and languages,
appropriate format, degree of information adaptation Usability models
to different user groups..
 B. Com. Part-II (CA), Paper I : Web Technology and E-commerce, UNIT-V : E-commerce

Prepared By: Mr. Santosh Kumar Miri, Asstt. Prof. in Comp. Sc. Email: [email protected], St. Thomas College, Bhilai

Quality Model
Satisfaction Model
E-business or Online Business
E-business (electronic business) is the conduct of business processes on the internet. It refers to the use of
the Web, Internet, intranets, extranets or some combination thereof to conduct business.

Features of Online Business

• It is easy to set up
• There are no geographical boundaries • There are a few security and integrity issues
• Much cheaper than traditional business • There is no personal touch
• There are flexible business hours • Buyer and seller don’t meet
• Marketing strategies cost less • Delivery of products takes time
• Online business receive subsidies from the government • There is a transaction risk
• Anyone can buy anything from anywhere at anytime
• The transaction risk is higher than traditional business
 B. Com. Part-II (CA), Paper I : Web Technology and E-commerce, UNIT-V : E-commerce

Prepared By: Mr. Santosh Kumar Miri, Asstt. Prof. in Comp. Sc. Email: [email protected], St. Thomas College, Bhilai

Components of electronic business

The core components of e-business are information, communication, and transaction. Business partners
use digital networks to conduct business processes using innovative technologies to improve efficiency.
Three key areas are particularly important for e-business:
1. E-procurement: the electronic sourcing of products and services by companies, focused on reducing
costs and effort.
2. Online stores: the electronic sale of products and services via appropriate platforms, such as online
stores.
3. Online marketplaces: electronic commerce via digital networks, connecting the buyers and suppliers
of products and services.

Market participants in e-business

E-business can take place between a large number of market participants: between businesses and
consumers, various private individuals, public administrations, and other organizations such as
NGOs.
Generally speaking, these various market participants can be divided into three distinct categories:
1. Business (B)
2. Consumer/citizen (C)
3. Administration (A)
Within this context, B2C and B2B belong to e-commerce, while A2B (administration-to-business) and
A2A (administration-to-administration) are a part of the so-called e-government sector (also a part of
Function of electronic business
e-business).
Structuring value: an online offer achieves an overview of a large quantity of information
Selection value: an online offer provides specific database information upon request
Matching value: an online offer makes it possible to merge inquiries from supplier &buyers more efficiently
Transaction value: an online offer makes a business more efficient
Coordination value: an online offer allows different providers to better combine their services
Communication value: an online offer improves communication between different consumers
 B. Com. Part-II (CA), Paper I : Web Technology and E-commerce, UNIT-V : E-commerce

Prepared By: Mr. Santosh Kumar Miri, Asstt. Prof. in Comp. Sc. Email: [email protected], St. Thomas College, Bhilai

Examples of e-business: The e-procurement sector includes the following activities:

• Organize the implementation of a desktop purchasing system (DPS) that supports the whole
procurement process, such as checking stock availability and handle the order and payment.
• Constructing and operating an online marketplace for products and services
• Integrating various electronic supplier catalogs into your own enterprise resource planning (ERP)
system to support procurement, warehouse management, order processing, production management,
and logistics
Business model
A key component of the business model is the revenue model or profit model, which is a framework for
generating revenues. It identifies which revenue source to pursue, what value to offer, how to price the
value, and who pays for the value. It is a key component of a company's business model. It primarily
identifies what product or service will be created in order to generate revenues and the ways in which the
product or service will be sold.
Without a well-defined revenue model, that is, a clear plan of how to generate revenues, new businesses
will more likely struggle due to costs which they will not be able to sustain. By having a revenue model, a
business can focus on a target audience, fund development plans for a product or service, establish
marketing plans, begin a line of credit and raise capital.
Advantages
• Some of the features of Online Business are as follows :
Easy to set up
• It is easy to set up.
• Flexible Business Hours
• There are no geographical boundaries.
• Cheaper than Traditional Business
• • Much cheaper than traditional business.
No Geographical Boundaries
• There are flexible business hours.
• Government Subsidies
• Marketing strategies cost less.
• New market entry
Disadvantages • Online business receive subsidies from the government.
• Lack of Personal Touch • There are a few security and integrity issues.
• Delivery Time
• Security issues
 B. Com. Part-II (CA), Paper I : Web Technology and E-commerce, UNIT-V : E-commerce

Prepared By: Mr. Santosh Kumar Miri, Asstt. Prof. in Comp. Sc. Email: [email protected], St. Thomas College, Bhilai

Internet Bookshops
Internet Bookshops are the online bookshops that allow the user to search the items of his interest, navigate,
make a query, communicate, place an order, bargain and negotiate. At its simplest the Internet Bookshop
or online bookshop list the products for sale or the services offered and invite the customer to phone, fax or
e-mail their order.
Advantages of Internet Book Shops
• Providing access to information to anyone, at anytime, from anywhere is the top priority in library
business. Online bookstores provide just such an environment of guaranteed access to people who
can’t leave their homes to shop for books, or who need a special book right away.
• One of the virtues of online bookstores is that you can take your time searching for books at any time of
day or night.
• Online bookstores allow you to view a lot of books at one time. Usage of these different stores varies
with the individual. Busy people may prefer to surf the online bookstores. People who like selecting
books at their leisure will visit traditional bookshops.
• We think of online bookshops as the virtual counterparts, exponentially enlarged of our neighborhood
bookstores. But, in effect, they are really just databases-repositories of a vast amount of information
about books currently on the market. And for the moment at least, all Internet subscribers can use these
databases free of charges- no purchase is required.
• Online bookstores are extremely convenient for scholars and other people looking for specific books;
you can find what you need very quickly. People who do not live near a bookshop, or cannot get to one
for some reason, can also avoid the time and trouble of traveling long distances for this purpose.
• There is an explosion of information in every field. A huge volume of literature is being published in
each subject. The publishers’ lists may not reach the library or the user in time, but these lists can be
accessed through the Internet Bookshops immediately. Such lists save the time of librarian in searching
for the latest literature.
 B. Com. Part-II (CA), Paper I : Web Technology and E-commerce, UNIT-V : E-commerce

Prepared By: Mr. Santosh Kumar Miri, Asstt. Prof. in Comp. Sc. Email: [email protected], St. Thomas College, Bhilai

Internet Bookshops are analyzed on various criteria like authority statement, statement of collection, help
menu, shopping procedure, payment modes, special facility provided for online purchase, user search
support, details of product, navigation links and special discounts.
Authority Statement: when one looks at the Internet bookshop site, user wants to know the basis of
authority. They want to know whether the author of the bookshop is trustworthy or not. Users are also
interested in postal address and contact links of the bookshop for communication.
Collection Statement: A collection is the set of items that a bookshop posses. Each of the Internet Bookshops
has a variety of collection ranging from electronic journals to 6 seasonal greetings.
Help Menu: Email help provides direct communication with Internet Bookshops staff.
Shopping Procedure: Each Internet Bookshop follows a specific shopping procedure. All the bookshops
under study provide the procedures of ordering, becoming a member of Internet Bookshops, checking out
and delivery systems.
Payment Acceptance: The transaction of money or the payments are accepted electronically by the Internet
Bookshops. It has been observed that the modes of payment are Permanent accounts in the shops, Credit
cards, Master cards, Digital cash, Electronic Cheque and through Demand Drafts.
User Search Support: Internet Bookshop provides searches by subject, author, keyword, Boolean operators,
publisher, title, ISBN and date of publication to facilitate users/customers to select the document.
Product Details: Internet bookshops provide all the details regarding the product that a customer may
require before buying any product which include category of the product, name of the author, publisher,
ISBN, title, edition, price, content, first page image and abstract.
Navigation Facilities: Navigation links are the links, which help the user to browse the web document.
Discounts On The Products: ach Internet Bookshop provides different discounts on different products. This
discount system on different categories of products has been studied in detail during the project.
Ranking Of Internet Bookshops: Ten major Internet Bookshop were studied and analyzed for various
parameters. Scores were assigned for each parameter and they are ranked as per the scores.
Grading Of Internet Bookshops: Based on the marks scored the Internet Bookshops have been graded.
Suggestions: It is collected from their customers.
THANKS
 References

• E-commerce: Bajaj and Nag

• https://www.linkedin.com/pulse/importance-after-sales-service-mehmudul-haque
• https://www.marketing91.com/types-of-after-sales-service/
• https://accountlearning.com/delivery-of-goods-meaning-modes-of-delivery/
• http://www.uky.edu/~dsianita/390/390wk4.html
• https://www.tutorialspoint.com/e_commerce/e_commerce_security.htm
• https://pdfs.semanticscholar.org/4cc3/642ea721225f1c4b97fa49921ae61c4b4a48.pdf
• https://www.toppr.com/guides/business-studies/emerging-modes-of-business/e-business/
• https://en.wikipedia.org/wiki/Electronic_business

Prepared By: Mr. Santosh Kumar Miri, Asstt. Prof. in Comp. Sc. Email: [email protected], St. Thomas College, Bhilai