HE21 International Marketing GC31903 E-Commerce

LELONG.MY (AUCTION)
Prepared for Mr. Soffri Yussof

Prepared by:
Name Elvie Felix Chia Teoh Vie Kee Wong Mun Yee Calvin Sim Emmanuel Kelanang Matrix Number BG11110161 BG11160664 BG11110575 BG11110102 BG11110163 Signature

1.0 Lelong.my Lelong.my is an auction websites from Malaysia under the company of Interbase Resources Sdn. Bhd. Members of Lelong.my can do auction from a variation of products and interest preferences around Malaysia. You can say that, Lelong is a Malaysian version of Ebay.com. Therefore, for this assignment, we choose Ebay.com.my (Malaysia version) and Mudah.my as the closest rival for Lelong.my. The reason of choosing this two competitors for Lelong.my is because both of the websites is doing auction business via online and their target market is in Malaysia. In this assignment, to show the comparison of the three auction websites, we use the flower of service to distinguish the differences of Lelong.my, Ebay.com.my and Mudah.my. Flower of service is a visual framework to understand the supplementary service elements that surround and add value of the services. 2.0 The Differences of Lelong.my, Ebay.com.my and Mudah.my. Service Elements Information Lelong.my They provided the sublink of About Lelong, New User, Connect Mudah.my Provided an information via a sub-link page of About Us, which Ebay.com.my Included a compact of information through

their sub-link page eBay Explained page to give a further explanation

Lelong and My Account links to make user easily to find information

contains a complete of rules and regulation and Help page for user to find information

about their business and how to pay or trade in their websites. All their items prices and are

regarding on Lelongs company email, account, information, membership history and

regarding on he services and, the company and All prices their and are

background particular. items

specification

many other information. All their items prices and specification They a are also

displayed. They also will display who is the seller username contact. and their

specification

displayed. provided

displayed. Username of the user and their

contact

number of the seller.

contact will be displayed next to the picture of the item.

Consultation

Provided a Help site for users to understand step by step on how to buy, sell bid, pay and of

Customer service site whereby they provided a FAQ (Frequent Ask

Provided

customer

support side whereby, users can ask the

Question) site to help user to understand how the service work. (See

customer service people about any complication theyre dealing with.

registration

membership. (See Figure

Page | 1

2) Safekeeping As part of Personal Data Protection (PDPA), Act its 2010 their towards

Figure 4) User information will not be released by the

(See Figure 6) eBay Account Toolbar Guard. with The

company to any third party for unresonably withheld unless its

toolbar works in tandem with the internet

commitment

protecting their users personal information.

brwoser, whereby giving the user an access to improtant security tools like Account Guard. This security feature warns user when they are on potentially fraudelent

compliance with any law or regulation to assist enforcement authorities in investigation.

They will not reveal users particular

information to any third party unless it is relevent to any crime act to assist enforcement authorites in an investigation. Order Taking User must register as member of the site by registering particular Then only their information. they can

web site or potential fake sites to eBay. User must register as member of the site and filling the particular that the company needed so the order taking can be proceed. To make a bidding in eBay, user must register as member. Once all the particular are fill up, they can proceed the bidding items. and buying

proceed to make an order. Exceptions User can send a

User can connect with Mudah.my customer

User can give feedback and can get comment right away. User can interact among other

feedback or complaints to the company by

service via Twitter. User can follow their tweet regarding anything that they updated in their site. User even can send a feedback, complaints, and a suggestion via Twitter or email.

entering their Feedback to Lelong page. User can specified location the and address delivery

user Community page. eBay members who

offer items, they will provide a writtern

cost will depend on the location. Their customer service also can be reach via Facebook.

warranty for the item or service contract in their item description.

Mudah.my do not have warranty for user

Violation of this policy may cause listing

because that Is upon the seller not the company.

cancellation, loss of eBay fees, account suspension and loss of PowerSeller

Page | 2

status. Billing Bill will shown up which it will give all the Bill will shown up which it will give all the Bill will shown up which it will give all the

particular and the cost that the user need to pay. It will display every purchasement of the

particular and the cost that the user need to pay. It will display every purchasement of the

particular and the cost that the user need to pay. It will display every purchasement of the

selected item of the user. Billing statement only will be given to the user via email when they already paid. Payment Saftrade payment

selected item of the user. Billing statement only will be given to the user via email when they already paid. Mudah transactions through PRO Credit, services Niaga

selected item of the user. Billing statement only will be given to the user via email when they already paid. Depends on the seller, the payment method

methods. Accepting all bank transfer or cash deposit into their bank account (which later on, automatically bank in to the seller account). User need to email or fax their bank-in slip to

can be PayPal, cheques, money deposit, orders, or cash bank on

services which pay in the form of online credits. User able to purchase the credits from the company website itself. They also receive

delivery. Every seller in eBay is unique and offer different payment. methods of

expedite the shipping of goods from seller.

payment via credit card, bank transfer, cheque and paypal.

3.0 Issues of E-commerce Environment 3.1 Security Lelong.my, Mudah.my and eBay are not involved in the actual transaction between buyers and sellers. As a result, they do not have control over the quality, safely or legality of the items advertised, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for items. They cannot ensure that a buyer or seller will actually complete a transaction and cannot control the information provided by other users that is made available through their system. Users information is stored on their servers. They treat data as an asset that must be protected and use a lots of tools, such as encryption, passwords, physical security and many more. This is to ensure to protect user personal information against unauthorized access and disclosure. However, as a user should know that, third parties may be unlawfully intercept or access transmissions or private communications, and other users may as well abuse or misuse user personal information that they collect from the site. Therefore, although they work very hard to protect user privacy,

Page | 3

they do not promise that user personal information or private communications will always remain private because of hackers. 3.2 Privacy Lelong.my guarantee that they dont sell or rent user personal information to third parties for their marketing purposes without user explicit consent and they only use user information as described in the privacy policy. Lelong.my view protection of users privacy as a very important community principle. They store and process user information on computers located in the Malaysia that are protected by physical as well as technological security devices by Lelong.my service providers. Mudah.my collects information about its users during the posting process, where users are required to create a password before posting their listings or advertisements on the site. A user will only be able to edit a listing or advertisements posted on the site by keying in the designated password. All user activities are logged. When the user requests pages from the company serves, it automatically collects information about users preferences, including the users internet protocol address. The company uses cookies so that the user does not have to enter his or her login information each time they visit the site. As for Ebay.com.my, they are using cookies as well, web beacons, and third parties to provide user with services that make the eBay site more efficient for user buying and selling activities. Ebay limits the use of these tools to protect their privacy 3.3 Culture Visual designs of the three websites looks very nice, the layout of the user interface of the web design is user friendly. All the primary navigation of the web site is easily to understand and to find sub links of the websites. Such as categories of the item, whereby, making users easily to get what they want on a specific items. Lelong categorize 10 sub-link that the user can choose. If they looking for a camera gadget, they can simply click on the camera sub-link on top of the website page. Not only that, they provided a solid About Page to include their company background. A potential user or consumer will feel a little bit personal rather than faceless organization, therefore it can create bond and trust in using their service. For an example, eBay provided eBay Explained page to give an understanding on their business purpose to consumers. The most significant similarity in between these three websites are optimized by images of item that is selling on the net. Users can see items of seller that are selling in the websites, this will give them like window shopping experience. For an example, Mudah.my displaying thumbnails of pictures in their website, all of these image are uploaded by their member or user to sell their items via online. 3.4 Ethics For three of the websites, their users may find other users information to be offensiv e, harmful, inaccurate or deceptive. They also warn that use common sense, and practice safe trading when using the site. There a risks of dealing with underage persons or people acting under false pretence. Additionally, there may also be risks dealing with international trade and foreign nationals. By using the site, a user must agree to accept such risk and they are not responsible for the acts or omissions of any users on the sites. Just like Lelong, eBay also having the same concept to make their website user friendly.

Page | 4

4.0 Appendix

Figure 1: Lelong.my websites: http://www.lelong.com.my/

Figure 2: Lelong.my help site for new user.

Page | 5

Figure 3: Mudah.my websites: http://www.mudah.my/

Figure: 4 Mudah.my Customer Service site

Page | 6

Figure 5: Ebay (Malaysia version): http://www.ebay.com.my/

Figure 6: Ebay Customer support site.

Page | 7