The impacts of logistics challenges on order management: the case of e-commerce firms in Nigeria

Olatunde Adewole Olajide, Dong-Wook Kwak

Research output: Chapter in Book/Report/Conference proceedingConference proceeding

Abstract

Purpose: The advent of e-commerce has placed new logistics responsibilities, fueled by increased customer expectation and needs for speedy delivery, on firms operating retail e-commerce business. This study aims to evaluate the impacts of logistics challenges to the SCM of the retail e-commerce firms in Nigeria on the level of consumers’ satisfaction by comparing the impacts of logistics challenges with that of non-logistics challenges on the level of consumer’s satisfaction in Nigeria.
Research Approach: This research used secondary data through a data mining process. The focus is customers’ online reviews about two leading retail e-commerce firms in Nigeria, which are www.jumia.com and www.konga.com. The data were gathered from their official websites, Facebook reviews pages and www.trustedcompany.com, a Malaysia based e-commerce open review website that enables consumers to rate e-commerce firms. As a result, 868 customer reviews were collected for this study across the two e-marketplaces. The data were analysed by the process of verbatim interpretation, classification into order cycle stages and statistical techniques.
Findings and Originality: The study identified fifteen logistics challenges that have impacts on consumers’ satisfaction in Nigeria. The categorisation of logistical challenges showed that 36.9% of complaints were made in order delivery, which is followed by complaints concerning order processing (32.6%), order picking and assembly (17.9%) and order returns (12.7%). Using a statistical evaluation, the study found that logistics challenges have greater negative impacts on the level of satisfaction experienced by online shoppers in Nigeria.
Research Impact: This study will fill up this academic lacuna in the body of knowledge with a particular focus on e-commerce in Nigeria. Besides, adoption of online data mining process based on customers ‘words of mouth’ conveyed in online shoppers’ reviews opens a unique approach to establishing relationships between logistics on the one hand and customers’ satisfaction and loyalty on the other hand.
Practical Impact: This study is significant in alerting online sellers to the logistics challenges that affect consumers’ satisfaction in Nigeria, and by extension, other developing economies. Also, this study places a further responsibility on the Nigerian government to channel more efforts and resources into building logistics infrastructure to aid a smooth delivery of commercial products across Nigeria since the study identified this as a critical factor within the order delivery framework.
Original languageEnglish
Title of host publicationAnnual Logistics Research Network Conference 2018
Subtitle of host publicationLRN Annual Conference
Publication statusPublished - 2018
EventAnnual Logistics Research Network Conference 2018 - Plymouth University, Plymouth, United Kingdom
Duration: 5 Sep 20187 Sep 2018
Conference number: 23
https://ciltuk.org.uk/lrn2018

Conference

ConferenceAnnual Logistics Research Network Conference 2018
CountryUnited Kingdom
CityPlymouth
Period5/09/187/09/18
Internet address

Fingerprint

Nigeria
Electronic commerce
Logistics
Consumer satisfaction
Retail
Web sites
Complaints
Online reviews
Impact studies
Data mining
Responsibility
Government
Evaluation
Customer expectations
Body of knowledge
Developing economies
Customer satisfaction
Critical factors
Order picking
Order processing

Keywords

  • e-commerce
  • Nigeria
  • order management
  • logistics
  • customer satisfaction

Cite this

Olajide, O. A., & Kwak, D-W. (2018). The impacts of logistics challenges on order management: the case of e-commerce firms in Nigeria. In Annual Logistics Research Network Conference 2018: LRN Annual Conference

The impacts of logistics challenges on order management : the case of e-commerce firms in Nigeria. / Olajide, Olatunde Adewole; Kwak, Dong-Wook.

Annual Logistics Research Network Conference 2018: LRN Annual Conference. 2018.

Research output: Chapter in Book/Report/Conference proceedingConference proceeding

Olajide, OA & Kwak, D-W 2018, The impacts of logistics challenges on order management: the case of e-commerce firms in Nigeria. in Annual Logistics Research Network Conference 2018: LRN Annual Conference. Annual Logistics Research Network Conference 2018, Plymouth, United Kingdom, 5/09/18.
Olajide OA, Kwak D-W. The impacts of logistics challenges on order management: the case of e-commerce firms in Nigeria. In Annual Logistics Research Network Conference 2018: LRN Annual Conference. 2018
Olajide, Olatunde Adewole ; Kwak, Dong-Wook. / The impacts of logistics challenges on order management : the case of e-commerce firms in Nigeria. Annual Logistics Research Network Conference 2018: LRN Annual Conference. 2018.
@inproceedings{a0a2c0f2df90409fa01701c1cda7f059,
title = "The impacts of logistics challenges on order management: the case of e-commerce firms in Nigeria",
abstract = "Purpose: The advent of e-commerce has placed new logistics responsibilities, fueled by increased customer expectation and needs for speedy delivery, on firms operating retail e-commerce business. This study aims to evaluate the impacts of logistics challenges to the SCM of the retail e-commerce firms in Nigeria on the level of consumers’ satisfaction by comparing the impacts of logistics challenges with that of non-logistics challenges on the level of consumer’s satisfaction in Nigeria. Research Approach: This research used secondary data through a data mining process. The focus is customers’ online reviews about two leading retail e-commerce firms in Nigeria, which are www.jumia.com and www.konga.com. The data were gathered from their official websites, Facebook reviews pages and www.trustedcompany.com, a Malaysia based e-commerce open review website that enables consumers to rate e-commerce firms. As a result, 868 customer reviews were collected for this study across the two e-marketplaces. The data were analysed by the process of verbatim interpretation, classification into order cycle stages and statistical techniques. Findings and Originality: The study identified fifteen logistics challenges that have impacts on consumers’ satisfaction in Nigeria. The categorisation of logistical challenges showed that 36.9{\%} of complaints were made in order delivery, which is followed by complaints concerning order processing (32.6{\%}), order picking and assembly (17.9{\%}) and order returns (12.7{\%}). Using a statistical evaluation, the study found that logistics challenges have greater negative impacts on the level of satisfaction experienced by online shoppers in Nigeria. Research Impact: This study will fill up this academic lacuna in the body of knowledge with a particular focus on e-commerce in Nigeria. Besides, adoption of online data mining process based on customers ‘words of mouth’ conveyed in online shoppers’ reviews opens a unique approach to establishing relationships between logistics on the one hand and customers’ satisfaction and loyalty on the other hand.Practical Impact: This study is significant in alerting online sellers to the logistics challenges that affect consumers’ satisfaction in Nigeria, and by extension, other developing economies. Also, this study places a further responsibility on the Nigerian government to channel more efforts and resources into building logistics infrastructure to aid a smooth delivery of commercial products across Nigeria since the study identified this as a critical factor within the order delivery framework.",
keywords = "e-commerce, Nigeria, order management, logistics, customer satisfaction",
author = "Olajide, {Olatunde Adewole} and Dong-Wook Kwak",
year = "2018",
language = "English",
booktitle = "Annual Logistics Research Network Conference 2018",

}

TY - GEN

T1 - The impacts of logistics challenges on order management

T2 - the case of e-commerce firms in Nigeria

AU - Olajide, Olatunde Adewole

AU - Kwak, Dong-Wook

PY - 2018

Y1 - 2018

N2 - Purpose: The advent of e-commerce has placed new logistics responsibilities, fueled by increased customer expectation and needs for speedy delivery, on firms operating retail e-commerce business. This study aims to evaluate the impacts of logistics challenges to the SCM of the retail e-commerce firms in Nigeria on the level of consumers’ satisfaction by comparing the impacts of logistics challenges with that of non-logistics challenges on the level of consumer’s satisfaction in Nigeria. Research Approach: This research used secondary data through a data mining process. The focus is customers’ online reviews about two leading retail e-commerce firms in Nigeria, which are www.jumia.com and www.konga.com. The data were gathered from their official websites, Facebook reviews pages and www.trustedcompany.com, a Malaysia based e-commerce open review website that enables consumers to rate e-commerce firms. As a result, 868 customer reviews were collected for this study across the two e-marketplaces. The data were analysed by the process of verbatim interpretation, classification into order cycle stages and statistical techniques. Findings and Originality: The study identified fifteen logistics challenges that have impacts on consumers’ satisfaction in Nigeria. The categorisation of logistical challenges showed that 36.9% of complaints were made in order delivery, which is followed by complaints concerning order processing (32.6%), order picking and assembly (17.9%) and order returns (12.7%). Using a statistical evaluation, the study found that logistics challenges have greater negative impacts on the level of satisfaction experienced by online shoppers in Nigeria. Research Impact: This study will fill up this academic lacuna in the body of knowledge with a particular focus on e-commerce in Nigeria. Besides, adoption of online data mining process based on customers ‘words of mouth’ conveyed in online shoppers’ reviews opens a unique approach to establishing relationships between logistics on the one hand and customers’ satisfaction and loyalty on the other hand.Practical Impact: This study is significant in alerting online sellers to the logistics challenges that affect consumers’ satisfaction in Nigeria, and by extension, other developing economies. Also, this study places a further responsibility on the Nigerian government to channel more efforts and resources into building logistics infrastructure to aid a smooth delivery of commercial products across Nigeria since the study identified this as a critical factor within the order delivery framework.

AB - Purpose: The advent of e-commerce has placed new logistics responsibilities, fueled by increased customer expectation and needs for speedy delivery, on firms operating retail e-commerce business. This study aims to evaluate the impacts of logistics challenges to the SCM of the retail e-commerce firms in Nigeria on the level of consumers’ satisfaction by comparing the impacts of logistics challenges with that of non-logistics challenges on the level of consumer’s satisfaction in Nigeria. Research Approach: This research used secondary data through a data mining process. The focus is customers’ online reviews about two leading retail e-commerce firms in Nigeria, which are www.jumia.com and www.konga.com. The data were gathered from their official websites, Facebook reviews pages and www.trustedcompany.com, a Malaysia based e-commerce open review website that enables consumers to rate e-commerce firms. As a result, 868 customer reviews were collected for this study across the two e-marketplaces. The data were analysed by the process of verbatim interpretation, classification into order cycle stages and statistical techniques. Findings and Originality: The study identified fifteen logistics challenges that have impacts on consumers’ satisfaction in Nigeria. The categorisation of logistical challenges showed that 36.9% of complaints were made in order delivery, which is followed by complaints concerning order processing (32.6%), order picking and assembly (17.9%) and order returns (12.7%). Using a statistical evaluation, the study found that logistics challenges have greater negative impacts on the level of satisfaction experienced by online shoppers in Nigeria. Research Impact: This study will fill up this academic lacuna in the body of knowledge with a particular focus on e-commerce in Nigeria. Besides, adoption of online data mining process based on customers ‘words of mouth’ conveyed in online shoppers’ reviews opens a unique approach to establishing relationships between logistics on the one hand and customers’ satisfaction and loyalty on the other hand.Practical Impact: This study is significant in alerting online sellers to the logistics challenges that affect consumers’ satisfaction in Nigeria, and by extension, other developing economies. Also, this study places a further responsibility on the Nigerian government to channel more efforts and resources into building logistics infrastructure to aid a smooth delivery of commercial products across Nigeria since the study identified this as a critical factor within the order delivery framework.

KW - e-commerce

KW - Nigeria

KW - order management

KW - logistics

KW - customer satisfaction

M3 - Conference proceeding

BT - Annual Logistics Research Network Conference 2018

ER -