Section 1 – Introduction to this Report
This report will delve into the review and obligation of a website from a corporate manager’s perspective. The information will examine the features of the website’s design, payment systems and logistics. The report will also discuss the obligations of the website concerning social media usage, ethics and legislation. The information will intensely scrutinize the review, which will involve a critical appraisal of the chosen website, taking into account the theories concerning the website review and the text studies in the Digital system model. The report will also make use of the real-life business case in the review analysis encompassing the use of the constructive discussion and the critical assessment.
Section 2 – Showcase your Review of a Website
The website to be reviewed in this report is Amazon website.Amazon.com Inc, an online web service provider that acts as an online retailer. The company was started in 1995 as an online bookseller by Jeff Bezos (Amazon, 2023). The company offers a variety of products ranging from books and electronics to furniture and clothing. This report has chosen the website “Amazon.Com Inc because it is globally known and used around the world, also they offer a wide variety of products and services.
The good thing about the website is that the website is designed in a user-friendly way. This makes it easy for customers to quickly find the products they are looking for without undergoing procedural formalities. The website offers a variety of payment options to the consumer compared to other websites. The options include PayPal and Amazon pay methods; this enables customers to pay for their services with a lot of ease. The homepage is presented in a straightforward way. It entails the main categories and featured products being clearly visible, as shown in the screenshot (Appendix III). The website also has a search bar, which allows customers to find specific products quickly. Furthermore, the search bar is strategically located, enabling the searcher to locate it quickly.
The payment system used by Amazon is secure and reliable. Customers can choose to pay for their purchases using a variety of payment methods, including credit cards, debit cards and PayPal. Customers can also use Amazon’s invented own payment system. Amazon Pay method of payment allows customers to store their payment information securely and make purchases with a single click. The logistics involved in customer services, including fulfilling orders, sin that the customers are taken into serious consideration by Amazon. The logistic strategy used by Amazon involves shipping and delivery services. This also involves the existing providers such as FedEx, USPS and USPS. Amazon logistics is a last-mile delivery and shipping system that ensures the order package is safely delivered to the customer.
The two essential business processes in Amazon are fulfilment and return, and these two critical essential are well taken care of by Amazon. The company ethically believes that the process of manufacturing, processing and delivering the product to the client plays a great significance in maintaining business competitiveness and customer satisfaction, which are involved in the e-commerce industry. The fulfilment process is responsible for storing goods, preparing orders, and shipping the packages to the customer’s premises. This process is decisive as there must be vigilance in ensuring that the customers receive the products they purchase promptly and satisfactorily.
On the other hand, the returns process is accountable for accepting and processing product returns from customers. This process is essential as it ensures customer satisfaction, which is critical to any e-commerce company’s business model. The Amazon fulfilment process involves this type of accomplishment. Outsourced Order fluffiest is a fulfilment process involving investing in the warehouse. This process entails hiring third-party logistics to carry out the task on behalf of the company. Amazon involves FedEx and other co-operation in outsourcing order fulfilment (Sun et al.,2020). The company also uses Drop shipping which mainly utilizes eCommerce product fulfilment. Regarding customer reviews of Amazon, the company generally receives high marks for its customer service.
The good grading also includes the company fulfilment and returns processes. Customers are primarily satisfied with the speed and accuracy of the fulfilment process and the convenience of the returns process. Amazon also offers free returns on several products, an added advantage for the customers who find this exciting and satisfying. However, there are some areas where Amazon should improve. The issue which requires serious intervention is the website. This is because the website is sometimes overwhelming because of the sheer number of available products. This is an obstacle since customers may need help finding the exact product they are looking for, especially when unfamiliar with the website.
Recommendation
Despite all the Amazon’s accomplishments in making sure the fulfilment and return process is always practical and efficient as possible, there are some areas where Amazon could improve its customer service. For example, some customers complain that the returns process is too complicated, takes too long, and is ineffective. Additionally, Amazon’s customer service representatives are sometimes slow to respond to inquiries, and the customer who tried to raise these concerns has yet to receive a response. This is a risky for the company since communication is an essential tool in a corporation and must be effectively taken into consideration. (WebBee, 2020). My recommendation for Amazon is to streamline the returns process. By streamlining the process, it will ensure that customer service representatives are trained to respond to customer inquiries in a timely manner and use persuasive language to ensure that customers are well-informed about what is going on as far as their services are concerned.
Furthermore, Amazon should continue to offer free returns on several products they should also add the return to be also Offred on other products. This will be a great way to build customer trust and trustworthiness (Peprah et al.,2022). Finally, Amazon should continue to strive for excellence in its fulfilment process, as this is a crucial factor in customer satisfaction.
Section 3 – The Website’s Obligations
Amazon’s way of social media utilization is commendable. The company is obligated to its customers to ensure that their data is secure and protected from cyber insecurity concerns. For the company to attain this, it has implemented several initiatives. The initiatives implemented involve the use of a variety of security measures. The security measure includes the encryption and two-factor authentication. These measures ensure that customer data is kept secure away from any frauds hackability. Also, the customers’ payments are strategized to be processed safely and securely. Amazon plc has a clear commitment and obligation to its customers. This is to ensure that they are treated fairly in regard to the use of social media platforms. The customer’s comments and inquiries are taken into serious consideration on the Amazon’s social media platforms.
.Amazon has an official social media presence, and the company is responsible for ensuring that its customers’ comments and posts are not censored in any way. Furthermore, Amazon is responsible for ensuring that its customers’ mental wellbeing is considered when using its social media platform. In terms of social media usage, Amazon has a presence on a number of social media platforms, including Facebook, Twitter, and Instagram (Hargittai & Shaw, 2020). Amazon utilizes these platforms to promote its products and services. The platform is also meant for engagements with customers in the process of responding to their queries and concerns they make in this platform.
As a corporate social media account, Amazon is obligated to implement measures to manage freedom of speech. These implementations include the moderation of comments and posts. This moderation involves the use of a clear guidelines for acceptable behaviour. Moreover, Amazon should have policies to address any harassment or hate speech that may occur on its social media accounts, especially harassment involving their customer, in terms of ethics and related legislation (Caetano, 2021). Amazon is obligated to ensure that the company’s customers are treated fairly and should never be subjected to any form of discrimination. Also, they should ensure that their customers are aware of the data protection regulations that have been implemented in place, and that the company is always compliant with these regulations (Hargittai & Shaw, 2020). Also, the company has responsibility for initiating and ensuring that the products and services offered in their name meet all the required safety and quality standards. In case of misconduct and mishandling of the customer data, the company should be held responsible as it is their responsibility and obligation to ensure the safety of the customers’ data.
Regarding mental wellbeing, Amazon is responsible for ensuring that its customers are not exposed to harmful content or messages on its social media accounts. The information being exposed to the customers should be essential and ethical. This is because Amazon customers cut across every age structure and other social stratification factor; hence it is the obligation to ensure that what is exposed to the customers online aligns with the ethical and conduct of environmental business factors. Amazon should have clear policies in place to address any instances of bullying, harassment, or hate speech that may occur on its social media accounts(Hargittai & Shaw, 2020). Additionally, Amazon should take steps to ensure that its customers are not exposed to harmful or offensive content when browsing its website. Finally, Amazon is obligated to ensure that its customers can make informed decisions about the products they purchase. This means that the customers should not be persuaded in a manipulative way. The product should be precisely attractive to the customer but not pleaded to the customer for the sake of increasing sale volume. This includes providing customers with accurate and up-to-date information about the products they are being marketed for purchase as well as offering customers a returns policy that allows them to return products if they are not satisfied or contented. Amazon company has a number of binding obligations with regard to the social media usage including service delivery ethics and legislation. Therefore, Amazon should have clear policies and procedures in place to address any issues that may arise. They should initiate a serious take step to ensure that its customers’ data and wellbeing are safe and protected.
Section 4 – Conclusions
In conclusion, this report has reviewed the website Amazon from a corporate manager’s perspective, highlighting the company’s strengths and areas of improvement. The report has also examined Amazon’s obligations in terms of social media usage, ethics, and legislation, and has made recommendations for how Amazon can improve in these areas and how the company may keep up with remarkable areas. Generally, Amazon is a well-designed website that offers a wide range of products and services, it is currently among the best performing online retailer in the world. Despite all its praises there key area of weakness that requires to be improvement, it includes the securities issues , transparency, and customer satisfaction. This report has further looked into the review and obligations of the Amazon website from a customer’s perspective, and the findings were that the website is well designed and easy to use and also the company payment system is secure and reliable. Additionally, Amazon has taken the necessary steps to ensure that its customers’ data is secure and that they are treated fairly when using its social media platform. Finally, Amazon has taken steps to ensure that its customers are able to make informed decisions about the products they purchase. They were also aware of the data protection regulations that have been put in place meant to protect customers from cyber insecurities and harassments.
References
Amazon (2023). Amazon.com : amazom. [online] www.amazon.com. Available at: https://www.amazon.com/s?k=amazom&adgrpid=85279052327&hvadid=585479886698&hvdev=c&hvlocphy=9070336&hvnetw=g&hvqmt=e&hvrand=1892676634132865956&hvtargid=kwd-296458785041&hydadcr=29489_14573936&tag=hydglogoo-20&ref=pd_sl_8rpm1r24ct_e [Accessed 28 Mar. 2023]
Amazon Web Services. (2023). Using field-level encryption to help protect sensitive data – Amazon CloudFront. Docs.aws.amazon.com. https://docs.aws.amazon.com/AmazonCloudFront/latest/DeveloperGuide/field-level-encryption.html
Sun, L., Lyu, G., Yu, Y., & Teo, C. P. (2020). Fulfillment by Amazon versus fulfillment by seller: An interpretable risk‐adjusted fulfillment model. Naval Research Logistics (NRL), 67(8), 627-645.
WebBee. (2020). Importance of product fulfillment across the chain of business processes | WebBee. Www.webbeeglobal.com. https://www.webbeeglobal.com/blog/importance-of-product-fulfillment-across-the-chain-of-business-processes
Caetano, M. A. L. (2021). Political activity in social media induces forest fires in the Brazilian Amazon. Technological Forecasting and Social Change, 167, 120676.
Hargittai, E., & Shaw, A. (2020). Comparing Internet experiences and prosociality in Amazon Mechanical Turk and population-based survey samples. Socius, 6, 2378023119889834.
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