Pick 'n Pay online shopping
Date
2011-12
Authors
Walker, Pia
Journal Title
Journal ISSN
Volume Title
Publisher
Stellenbosch : Stellenbosch University
Abstract
ENGLISH ABSTRACT: The topic of this project is online shopping at Pick n Pay. The service is currently
inefficient and needs to be improved. Customers are sometimes left unhappy as they
often do not receive their orders on time or receive the wrong items or items are left out
of the order as they were not available in the store, although the website indicated that
they are. Due to the initial problems, some of the customers who started to use the
service regularly have not become inactive. Pick n Pay now needs to improve this
service in order to win their customers back and turn this into a profitable business.
To remodel the current online shopping model a number of steps have to be taken. In
this report other online shopping companies are investigated to obtain reasons of their
success or failure in order to ensure Pick n Pay avoids making the same mistakes and
adopts a successful approach. An analysis of Pick n Pay‟s only online grocery shopping
competitor in South Africa, Woolworths, is then undertaken.
The current Pick n Pay model is analysed from beginning to end and the objectives of
the new model are identified. Problem areas are then identified and solutions are
provided in order to solve these problems and/or improve the current model.
The focus areas include the website, the selection of stores used for online shopping
orders, in store methods (picking, checkout, etc.), delivery time slots and transportation
methods. Results are then concluded and a new model for the service is provided.
Description
In the study of online shopping companies, the differences in approach and the aspects of each company which worked and didn‟t work are investigated. Two types of online shopping businesses will be looked at, existing grocery stores offering online shopping as an extra service to customers and new online shopping businesses set up to provide this service only. Schnucks and Colruyt are existing grocery stores which started online shopping as an extra service to customers. Webvan, Fresh Direct, Peapod and Streamline started up as businesses that exclusively sold groceries online.
Final year project (BEng)--Stellenbosch University, 2011.
Final year project (BEng)--Stellenbosch University, 2011.
Keywords
Pick and Pay -- Online shopping, Online shopping, Customer service