E-Commerce Plattformen für Expresslieferungen mittels ausgewählter Lieferdienste

Abstract

E-commerce has consistently recorded revenue growth at the retail company dm drogerie markt GmbH since its introduction. Beyond its economic role, the online shop has become indispensable from the customer's perspective. After the introduction of a same-day delivery concept in 2021, this economic work aims to provide further inputs for future changes or revisions of the concept. This work highlights and explains the success factors of an efficient e-commerce concept. It also provides a comprehensive consideration of the advantages and disadvantages of ecommerce, as well as the resulting opportunities and risks. Additionally, the integration of AI is examined, and various systems for optimizing delivery and improving customer service are analyzed. Before AI can be productively deployed in companies, some challenges and ethical concerns among the staff need to be addressed to clarify potential issues before implementation. This is crucial to ensure that AI systems can be used effectively and ethically responsibly. Furthermore, the topic of delivery services is considered, examining how the CEP (courier, express, and parcel) industry has developed and what future forecasts we can expect. The analysis of design factors and requirements aims to show what wishes and priorities customers have regarding the delivery of their products and how these can be utilized as a competitive advantage. Customer needs, such as fast and cost-effective delivery or free returns, have become firmly established over the years. Additionally, it examines which systems and solutions are available to enable more efficient deliveries in the future and reduce the number of returns. In the practical part, six CEP service providers were examined to identify the most suitable logistics partner for dm AT using a prioritization matrix. Gurkerl (1194 points), Pickshare (1086 points), and the Post (1080 points) form the top three companies that, according to the criteria, are most suitable for a partnership with dm. The complete ranking can be examined in detail in Chapter 5.5. This evaluation forms the basis for future decisions by dm regarding a partnership in the express delivery service sector.

Date of Award	2024
Original language	German (Austria)
Supervisor	Hubert Scholl (Supervisor)