Benchmarking sustainable E‐commerce enterprises based on evolving customer expectations amidst COVID‐19 pandemic

Pratap, S; Jauhar, SK; Daultani, Y; Paul, SK

Benchmarking sustainable E‐commerce enterprises based on evolving customer expectations amidst COVID‐19 pandemic

Pratap, S Jauhar, SK Daultani, Y Paul, SK

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Publisher:: Wiley
Publication Type:: Journal Article
Citation:: Business Strategy and the Environment, 2023, 32, (1), pp. 736-752
Issue Date:: 2023-01

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Field	Value	Language
dc.contributor.author	Pratap, S
dc.contributor.author	Jauhar, SK
dc.contributor.author	Daultani, Y
dc.contributor.author	Paul, SK
dc.date.accessioned	2024-02-24T03:21:12Z
dc.date.available	2022-05-24
dc.date.available	2024-02-24T03:21:12Z
dc.date.issued	2023-01
dc.identifier.citation	Business Strategy and the Environment, 2023, 32, (1), pp. 736-752
dc.identifier.issn	0964-4733
dc.identifier.issn	1099-0836
dc.identifier.uri	http://hdl.handle.net/10453/175863
dc.description.abstract	The 2019 coronavirus disease (COVID-19) pandemic has seriously impacted the performance of all types of businesses. It has given a tremendous structural boost to e-commerce enterprises by forcing customers to online shopping over visiting physical stores. Moreover, customer expectations of the digital and operational capabilities of e-commerce firms are also increasing globally. Thus, it has become crucial for an e-commerce enterprise to reassess and realign its business practices to meet evolving customer needs and remain sustainable. This paper presents a comprehensive performance evaluation framework for e-commerce enterprises based on evolving customer expectations due to the COVID-19 pandemic. The framework comprises seven primary criteria, which are further divided into 25 sub-criteria, including two sustainability factors, namely, environmental sustainability and carbon emissions. The evaluation approach is then practically demonstrated by analyzing the case of three Indian e-commerce firms. The results are obtained using a multi-criteria decision-making (MCDM) method, namely, Fuzzy VIKOR, to capture the fuzziness of the inherent decision-making problem. Further, numerical analysis is conducted to evaluate and rank various e-commerce enterprises based on customer expectations and satisfaction benchmarks. The findings explain the most important criteria and sub-criteria for e-commerce businesses to ensure customer expectations along with their economic and environmental sustainability.
dc.format	Print-Electronic
dc.language	en
dc.publisher	Wiley
dc.relation.ispartof	Business Strategy and the Environment
dc.relation.isbasedon	10.1002/bse.3172
dc.rights	info:eu-repo/semantics/openAccess
dc.subject	0502 Environmental Science and Management, 1501 Accounting, Auditing and Accountability, 1503 Business and Management
dc.subject.classification	Business & Management
dc.subject.classification	3501 Accounting, auditing and accountability
dc.subject.classification	3502 Banking, finance and investment
dc.subject.classification	3507 Strategy, management and organisational behaviour
dc.title	Benchmarking sustainable E‐commerce enterprises based on evolving customer expectations amidst COVID‐19 pandemic
dc.type	Journal Article
utslib.citation.volume	32
utslib.location.activity	United States
utslib.for	0502 Environmental Science and Management
utslib.for	1501 Accounting, Auditing and Accountability
utslib.for	1503 Business and Management
pubs.organisational-group	University of Technology Sydney
pubs.organisational-group	University of Technology Sydney/Faculty of Business
pubs.organisational-group	University of Technology Sydney/Faculty of Business/Management Discipline
pubs.organisational-group	University of Technology Sydney/Strength - CAMGIS - Centre for Advanced Modelling and Geospatial lnformation Systems
utslib.copyright.status	open_access	*
pubs.consider-herdc	true
dc.date.updated	2024-02-24T03:21:08Z
pubs.issue	1
pubs.publication-status	Published
pubs.volume	32
utslib.citation.issue	1

Abstract:

The 2019 coronavirus disease (COVID-19) pandemic has seriously impacted the performance of all types of businesses. It has given a tremendous structural boost to e-commerce enterprises by forcing customers to online shopping over visiting physical stores. Moreover, customer expectations of the digital and operational capabilities of e-commerce firms are also increasing globally. Thus, it has become crucial for an e-commerce enterprise to reassess and realign its business practices to meet evolving customer needs and remain sustainable. This paper presents a comprehensive performance evaluation framework for e-commerce enterprises based on evolving customer expectations due to the COVID-19 pandemic. The framework comprises seven primary criteria, which are further divided into 25 sub-criteria, including two sustainability factors, namely, environmental sustainability and carbon emissions. The evaluation approach is then practically demonstrated by analyzing the case of three Indian e-commerce firms. The results are obtained using a multi-criteria decision-making (MCDM) method, namely, Fuzzy VIKOR, to capture the fuzziness of the inherent decision-making problem. Further, numerical analysis is conducted to evaluate and rank various e-commerce enterprises based on customer expectations and satisfaction benchmarks. The findings explain the most important criteria and sub-criteria for e-commerce businesses to ensure customer expectations along with their economic and environmental sustainability.

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http://hdl.handle.net/10453/175863