Impact of Business Process Re-Engineering (BPR) Implementation on Customer Satisfaction in E-Commerce Companies

Gutama Kusse Getele and Arrive Tsitaire Jean
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Gutama Kusse Getele: University of Science and Technology Beijing, Beijing, China
Arrive Tsitaire Jean: University of Science and Technology Beijing, Beijing, China

Journal of Electronic Commerce in Organizations (JECO), 2018, vol. 16, issue 4, 41-52

Abstract: The objective of this article is to analyse the implementation of BPR in e-commerce platforms by measuring the level of customer satisfaction. The issues tested involve: how customers perceive the BPR objectives in e-commerce platforms; time used for diverse transactions before and after BPR; awareness and usage of BPR services provided by e-commerce platforms; satisfaction about the e-commerce platform services after BPR; BPR impact on customers, employees and e-commerce platform performance; advantages of BPR in e-commerce platforms and; difficulties faced by the customers after BPR in the e-commerce platform. Primary data was used through a survey questionnaire on a random sample of 402 student customers of Taobao and JD.com. The results found that time saving is significantly positive on implementation of BPR; following customers perceived a better quality of customer service. The sample student customers perceived that the BPR has a greater impact on customers than on employees, as well as on the performance of a platform.

Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jeco00:v:16:y:2018:i:4:p:41-52

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