DESIGN FOR A SUSTAINABLE E-COMMERCE SYSTEM -- INCORPORATING HUMAN FACTORS INTO DISTRIBUTION OF MEDICAL MATERIALS AND FAST-MOVING CUSTOMER GOODS IN INVENTORY CONTROL
Date
2023-11-06
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
ORCID
0009-0000-7448-8449
Type
Thesis
Degree Level
Masters
Abstract
The rise of e-commerce has revolutionized the way we shop with significant benefits in terms of convenience and accessibility. However, the most crucial operational management responsibilities required in an ecommerce supply chain business focusing on the distribution of medical materials and fast-moving consumer goods, are procurement, inventory control, order processing, logistics and last mile distribution. A typical ecommerce business faces problems like careless data entry from employees, returns and customer complaints, customer acquisition and retention, high labor cost and high operational cost. These lead to an increase in late delivery of orders to customer and often resulted to customer orders returned, loss of sales, customers dissatisfaction, and low profit. This thesis investigated an ecommerce business that distributed fast moving consumer goods (FMCG) and medical materials (MM) to their online customers. This research discusses the impact of HF such as job skill, job satisfaction, job rotation, and job fatigue, on workers' job performance in an ecommerce operation system that focuses on distribution of MM and fast-moving consumer goods. First, surveys were created with the intention of identifying the HF mentioned and quantifying their influence on the system work performance. The data were examined for validity, reliability, and correlation using statistical analysis techniques. The study hypotheses were as follows: (1) There is no significant impact of (HF), including job skills, job satisfaction, job rotation, and job fatigue, on job performance within the modern B2B e-commerce model of companies ABC and XYZ. (2) There is no significant impact of (HF) on the levels of job satisfaction, job fatigue, and job rotation among warehouse workers within the modern B2B e-commerce model of companies ABC and XYZ. (3) The combined influence of job skills, job satisfaction, job rotation, and job fatigue does not significantly impact the determination of job performance among workers in the B2B e-commerce of companies ABC and XYZ. To test these hypotheses, an experiment was created and carried out. The findings demonstrated an inconsequential significance between job skills, job satisfaction, job rotation, and job fatigue on job performance of the warehouse system. When making decisions in a real-world industrial context, these findings are anticipated to improve an ecommerce operation. The significant contributions of this thesis are summarized. First, this thesis work has increased the present understanding of HF and their significance in e-commerce operation, specifically in relation to the distribution of FMCG and MM, which will help the management of any ecommerce business make decisions in the fields of operations and supply chain management. Second, in starting an ecommerce business, this work has also shown that HF should be considered while investing in e-commerce business in terms of organizational goals and profit making.
Description
Keywords
Inbounding, Out bounding, Human factor (HF), Business to Business (B2B), Customer to Customer (C2C), Fast moving consumer good (FMCG), E-Commerce, Business to Customer (B2C), Customer to Business (C2B), Medical material (MM), Direct to customer (DTC), End to end (E2E) and Supply chain (SC)
Citation
Degree
Master of Science (M.Sc.)
Department
Biomedical Engineering
Program
Biomedical Engineering