TITLE: The function of IT integration in better postal delivery service positioning in the e-commerce market
AUTHORS: Adnan Zaimović, Samira Kulaglić, Aida Bučo
ABSTRACT:Growth in e-commerce significantly affects changes in the postal services market. Besides the opportunity for offering various types of electronic postal services, demand for online bought product delivery services is becoming increasingly important. Shopping in the e-commerce market, especially in the B2C segment of this market, necessarily implies the delivery of purchased products. Different user expectations regarding delivery services such as free or lower shipping price, faster delivery, or the possibility to choose a delivery method are gaining importance. It indicates that common inflexible delivery services do not meet customer expectations. Enabling the delivery method to be chosen by the consumer implies various delivery options being offered through the e-commerce „check out“ process which requires an appropriate integration of the IT (Information Technology) system of the postal operator and the e-retailer’s web store. This paper examines customer delivery service preferences and API functions as IT tools for offering various delivery options within the e-commerce „check out“ process, allowing customers to choose delivery options that meet their needs with the aim of better positioning of postal delivery service in the e-commerce market.
KEYWORDS: E-commerce, Delivery options, IT integration, APIs