eCommerce

Electronic commerce , commonly known as e-commerce or eCommerce, consists of the buying and selling of products or services over electronic systems such as the Internet and other computer networks. Modern electronic commerce typically uses the World Wide Web at least at some point in the transaction's lifecycle, although it can encompass a wider range of technologies such as e-mail as well. Electronic commerce that is conducted between businesses is referred to as Business-to-business or B2B. B2B can be open to all interested parties (e.g. commodity exchange) or limited to specific, pre-qualified participants (private electronic market). Electronic commerce is generally considered to be the sales aspect of e-business.

Introduction

The website is categorised as Business to Consumer (B2C) eCommerce. Airasia is also a B2C transaction broker, as it provides customers with services other than their air flights. Such services are that they provide travel information in terms of the hotels, travel agents, rental of cars. Air asia collects payment from its customers on behalf of these companies (various hotels, travel agents, car rental companies), hence it is a B2c transaction broker.

AirAsia has a B2B relationship with the travel agents. AirAsia introduced Asia’s first internet-based real time inventory booking engine. With the existence of the system, agents can make group booking using the virtual Airasia card which was developed by one of its strategic partners, Alliance Bank. In other words, in this case, AirAsia liaise with a bank to provide banking services to travel agents and these travel agents offer these services to its customers in order to make transactions easier. Therefore, AirAsia performs many roles in these relationships and this largely depends on the nature of the transactions.

Air Asia was formed to introduce no frills and low fares to customers so that they are able to fly to their chosen destinations at a very affordable rate. It has expanded itself by forming joint ventures in Thailand and Indonesia. Attracted by their low fares and innovative sales channels, Air Asia has carried 35 million of travelers. This depicts a buyer to customer relationship.


Purpose

The purpose of the website is to allow Air Asia to connect and reach out to people of all ages and nationalities. It lives up to it's motto "Now Everyone Can Fly". With an infrastructure in place, the website acts as a bridge between Air Asia and the interested external parties. The website provides information about the products and services Air Asia is providing. Also they provide job and business opportunities to the public. The key characteristics of having the website are to offer the necessary information to travelers and allow them to book tickets online and make e-payment on the spot. Also provide business opportunities to interested external parties. The target market for Air Asia includes corporate and domestic travelers.

Features

The website comprises of a booking system that teaches customers to book tickets by systematically going through the steps to book the tickets successfully. Once the customers have decided, they are able to book online and make e- payment on the spot. Even after customers have booked the tickets, they are able to check and change their choice if necessary.

The website also provides flight information such as pricing, schedules routes destinations and the types of airplanes the customers are able to fly in.

Besides flight information, they are provide travel information in terms of the hotels, travel agents, rental of cars that can be made available to them. Besides that they also provide other products and services other than their core business. This includes the provision of insurance, express boarding, snacks on board and games for the public to play while surfing their website.

In addition, they also cater to the corporate clients by allowing them to charter airplanes. Air Asia attracts firms to use the website to advertise airspace.

To add on, they also use the website to recruit and advertise the job opportunities or the job available to the public.

At the same time they also provide information their company’s history, financial status and the achievements they had over the years.

A blog was also created to allow communication to take place between the company and the external parties. A Question and Answer section is provided to address the common problems customers may face while using the website.

Upon entering the website, customers could choose the country and language that they are comfortable in. This gives convinience and has erased the language barrier between customers from different nations.

There is also an option to become a member which is free of charge, and is very convinient for regular customers as information such as personal particulars would not have to be filled up everytime a booking is made. Members would just need to log in to the system and indicate that the traveller is him/her. And all the necessary information would be available just one click away.

Security

The website is being protected by a secured security system to protect the confidential information of their customers by providing information to only authorized parties. In other words, only authorized parties have the access to the system. The website can also be viewed in different languages to cater to the needs of their diverse customers.

Strengths

The website has brought about many advantages. With the introduction of the online booking, it has evolved a ticketless system where the customers do not have to go through the hassle of collecting the tickets. Customers just need to print out the travel itenery that would be sent to them immediately after ticket booking is successful. Also with the website being the platform where booking can be made, customers can use their mobile to book the tickets. In fact, Air Asia was the first low budget airline company to introduce mobile booking to book flights using their mobile phones. This has caused convenience and a reduction of the time spent in booking the tickets. At the same time, with the travel information provided, customers are also able to gather the necessary information to make an informed decision.

Customers can choose the language and mode of payement they prefer to use. By giving options to customers, it gives customers a feeling that personalised treatment is given.

Members could just log in and save the hassle of providing information repetitively everytime a booking is made.

Weakness

Although AirAsia provides seat arrangements to their customers, it comes with a fee. To add on, the customers would have to personally go down to the customer services counters.

Also they do not provide information about the weight of the baggage. Therefore customers may not know how much they bring to their destinations.

With the introduction of the blog, other customers are able to view their opinions and gauge to see if the services provided is of value and forge a better bond throughout the organization. However, it is not without its perils. If there are situations where ugly comments are made online the reputation of the firm will be affected. Even if the company is able to bar the commenter from the website, once such comments are being made, an impression will be made on the company.

Conclusion

To summarize, the website provides an insight for its target market by providing the necessary information “under one roof” to provide convenience for its users. With the introduction of the blog, customers are able to post their comments. Air Asia is able to capitalize these comments to improve their services and products. Besides targeting the customers, the blog can also be used by the employees to voice their opinions thus improving the communication between the top management and their staff. To add on, with a secured security system, this will enhance the confidence of their customers since their private information is being protected thus making transactions easier.