Thursday, May 17, 2012

Question 1:
Select a retail store with which you are familiar that has a Web site on which it sells products or services similar to those it sells in its physical retail stores. Explore the Web site and examine it carefully for features that indicate the level of services it provides. Using your experience in the physical store and review of the Web site, write a 200 word evaluation of the company's touch point consistency.

In this report, I will be looking at a local website and a retail store named Carsmart Sendirian Berhad. This is a company that offers and sells quality used cars and vehicles. The company’s mode of business is through its physical outlet and also through their website. Later on, I will be reporting about this company and thus evaluate the company’s touch point consistency.

Carsmart Website
I have come across a website,; that offers and sells quality used cars and vehicles. This company is located at Simpang 670, Kampung Tasek Meradun, Jalan Tutong, Brunei Darussalam. The company’s website includes its products’ images and its details. I have found out that the products shown on the websites are similar to the products in the retail store. The price of its products are similar in both website and retail stores but when I went there physically, the price of the products are negotiable. This negotiability of price is not mentioned in the website. Another feature of this company is its assurance in its giving the best quality used cars.

I have found out that Carsmart Sdn Bhd is consistent in its touch point for both website and physical retail store. The quality and price mentioned in its website is similar to that in its store.

Question 2:
What were the main forces that led to the commercialization of the Internet? Summarize your answer in about 100 words.

In this task, I will briefly outline the main forces that led to the commercialization of the internet.

The commercialization of the internet
The main forces that led to the commercialization of the internet are its uses in business and information distribution. Like for example in the business arena, advertising is crucial in selling off business’ products. Through the internet, this company will be marketable not only in local but in the global setting. In addition to this, the high technological advancement has also contributed to the rise of the use of this internet. Similarly this applies to the dissemination of information. This information includes all sorts of information for all types of people. Thus results to the commercialization of the internet.

Businesses and the spreading of information are the main forces of commercialization of the internet.

Question 3:
Describe two possible service-for-fee offerings that might become available to users of Internet-enabled wireless devices (such as iPad or mobile phones) in the near future. Write one paragraph for each service in which you outline the profit potential and risk of losses for each.

In this report, I am going to describe two companies those are offering service-for-fee. Later I will write the profit potential and risk of losses.

Baiduri bank
Baiduri Bank is one example of banks in Brunei Darussalam that offers service-for-fee. Amongst their customer services and information via counters; they also provide their services online through website As a result, the customers can do online banking and view information updates.

Profit potential- making online services via internet is more convenient nowadays. Customers can browse the website and do their online banking through their computers or smartphones anywhere and anytime. Increasingly, this method has gained its’ popularity to customers. The bank will also increase its profit margin as a result of the widespread of their services via website.

Risk of losses- this can occur when there are problems affecting the internet and thus disturb the function of the website. As a result, online transaction / banking will be disturb whenever this occur. Consequently, this will affect the bank profitability. Customers will experience risk of losses if they do their online banking in public computers. Customers may accidentally left their passwords and other information on the computers. Their account may be hacked.

AirAsia is one of the flight online services for fee which gained its popularity nowadays. Customers can book any flights and view travel information online through

Profit potential – booking flights has become convenient nowadays. People who wish to find cheap air fares can browse through the website to purchase the ticket, even at the last minute – AirAsia now offered purchase air ticket 4 hours before travel. Customers benefit to this service as it is convenient to do the online banking. With the online service, AirAsia has gained a tremendous increase in its profit margin. Its customers came from all over the world.

Risk of losses – one of the risks in booking air tickets through online is that the ticket is non- returnable and non-changeable. Customers may be experiencing the dissatisfaction. Another risk is that the customer will be using their credit card online. This is risky when customers may leave their password on public computer. AirAsia will face risk of losses whenever the internet connection is down. The operation will be disturbed and this will affect the business and costumers’ loyalty.

I have looked into two businesses that offer service for fee. These businesses offer its services through the website. I have outlined the profit potentials and the risks of losses for both. The main profit potentials may be its convenient to users and its risks of losses may be its affect to customers / businesses if the website is down.

Question 4:
In two paragraphs, explain why a customer-centric Web site design is so important, yet is so difficult to accomplish.

In this task, I will be defining briefly the meaning of customer-centric website design. Then I will outline its importance and later I will outline briefly on the reasons why it is so difficult to accomplish.

Customer centric website
A customer – centric website means that the website is design to meet requirements of customers’ needs and wants. The website focused on accomplishing what customers want to expect. The decision in making the website design is crucial as it will be a key factor in customers’ response.  This will in return create customer loyalty and retention.

Customer – centric website is difficult to accomplish because the need to cater varieties of people’s preferences. Another is that a business will need to have a lot of resources in order to make the website in such a way presentable to the needs of all the customers’ taste. The website will need to be constantly re-designed and re-construct from time to time so that it can meet customers’ satisfaction.

Customer centric website is difficult to accomplish because the web designer will have to construct a website that can satisfies all people with different background and tastes.

Question 5:
Promoting products on the Web is different from using mass media promotion or personal contact. Assume that you want to explain these differences to a person who is planning to open a Web site that will sell fishing-rod. Write one paragraph about each approach (mass media, personal contact, the Web). In each paragraph, explain the advantages and disadvantages of the approach for the fishing rod Web business.

In this task, I will be explaining the three methods in promoting and selling fishing-rod. Each approach will be explained in the following paragraphs. The advantages and disadvantages of these will be briefly explained later.

Promotion Methods
Promoting product through mass media is like for example through televisions, radios and newspapers. The advantage of this type of promotion is that it transfers the information directly to its viewers / listeners or readers. The disadvantage of this type of promotion is that it does not reach viewers / listeners / readers globally. It only can cater to a particular location and target a particular society.

Personal Contact is another type of promoting products. Direct selling is an example. The advantage of personal contact is customer can have a close interaction between the promoters. The product is there physically and interaction is direct. The disadvantage of this approach is that it is limited and promoting products through this method is time-consuming and can only apply to a particular location and particular society.

The Web is a fast diverse medium where most business nowadays is engage with. It can reached viewers / readers / customers locally and globally. Promoting product through the web is a good way in disseminating information of the product quickly and can covers a wider target area. It is also cheap, fast and time-saver. The disadvantage is that all business wanted to use this medium and thus create higher competition. It also restricted the promotion to those who do not have access to the web.

I have outlined the three approaches for promoting a product. The advantages and disadvantages are also discussed. I would recommend that in promoting product, the best way is by website if one’s wanted to target a global market. A personal contact is also good because it allows direct interaction between seller and customer. This is suitable if the business is targeting a small market. Promoting through the mass media is also good if the target market is those non-internet users.