Identifying Opportunities for Improving Business Processes within e-Commerce Companies: Evidence from Romania

Abstract

The main objective of this study is to identify opportunities for improving processes specific to e-commerce firms. Identifying opportunities for improving business processes within e-commerce companies is critical for staying competitive in today’s market. With the rapid growth of e-commerce, companies must constantly strive to optimize their processes to remain efficient and effective. By identifying areas where processes can be improved, companies can reduce costs, increase customer satisfaction, and enhance their overall competitiveness. This study utilized the focus group methodology as a means to gain a better understanding of the opinions, perceptions, and experiences of the participants, and to enrich the overall research findings. Thus, using a semi-structured question guide, two focus group discussions were held, consisting of four men and six women. Participants had experience ranging from three to ten years in e-commerce companies. The results of this study revealed many interesting aspects about the opportunities to improve processes specific to e-commerce companies in terms of order fulfillment, supply, returns, customer support and product listing.