Repositorio
Institucional

Hochstetter-Diez, Jorge

Monsalve-Obreque, Paola

Vargas-Villarroel, Patricia

Hormazabal-Astorga, Yemsy

Bustos-Gomez, Jaime

Dieguez-Rebolledo, Mauricio

Proposal to Improve the E-Commerce Platform Development Process with an Exploratory Case Study in Chile

MDPI

APPLIED SCIENCES-BASEL

en

Electronic commerce (e-commerce) is the buying and selling of goods and/or services over the internet. In recent years, e-commerce has experienced tremendous growth due to the popularity of and access to the internet throughout the world. Many companies have seen an opportunity in this market, starting to offer their products and/or services online. However, developing electronic commerce platforms can be complex and requires technical skills and specialized knowledge, which has become a problem due to the need to comply with the standards and requirements of customers who request to join these channels. Microenterprises in particular often need more resources and experience building e-commerce platforms. This is an exploratory case study, the objective of which is to design a proposal to improve an e-commerce platform development process for a computer enterprise from Valdivia, Chile, based on the international standard ISO 10008. Therefore, a solution is proposed for microenterprises to standardize their processes and improve their competitiveness in an increasingly demanding market, incorporating a methodology based on a review of quality management and customer satisfaction guidelines for e-commerce that allow the identification of internal and external failures, to prevent problems and achieve acceptable results. The proposal includes suggestions on how to improve the user experience on platforms, make the purchase and payment process more efficient, develop a support section for the computer microenterprise, and improve the security and privacy of customer data. The study of this quality regulation is one of the first at the national level, paving the way for developing proposals for other microenterprises in the country and, in turn, for the study and implementation of guidelines for business-to-consumer electronic commerce transactions (B2C ETC).

2023

artículo original

10.3390/app13148362

PDF

electronic commerce

ISO 10008

standardize processes

B2C ETC

quality management

customer satisfaction

Química

Ingeniería

Ciencia de Materiales

Física

comercio electrónico

Norma ISO 10008

estandarizar procesos

B2C, etc.

gestión de la calidad

la satisfacción del cliente

artículo original

versión publicada

CC BY 4.0

CC BY 4.0

acceso abierto

acceso abierto

WOS:001037899900001

verde# dorado

Química

Ingeniería

Ciencia de Materiales

Física

UFRO DIUFRO DI22-0043