CHAPTER ONE

INTRODUCTION

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1.1 Background of the Study

In the era of network information, information technology is widely used in all walks
of life including creating an electronic store (e-store) for an electronic commerce (e-
commerce). These electronic store applications have become an important sales
channel which has gain ground as an accepted and used business paradigm. More and
more businesses are implementing various technologies in providing functionality for
performing commercial transactions over the internet.

Over the years electronic commerce has become one of the most famous method of
making money online. It has also gain ground as an accepted and used business
paradigm. Electronic commerce is defined as buying and selling of product, services
or information via computer networks, mainly the Internet. Electronic commerce is
subdivided into three categories: business to business or B2B (Cisco), business to
consumer or B2C (Amazon), and consumer to consumer or C2C (eBay)
(Niranjanamurthy, et al., 2013). Electronic commerce is widely considered the buying
and selling of products over the internet, but any transaction that is completed solely
through electronic measures can be considered e-commerce. As the fastest growing
facet of the Internet and other information technologies, Electronic Commerce offers
functionality and new ways of doing business that no company can afford to ignore
(Kodali, 2007).

Electronic Commerce is implemented as a part of the Internet economy, which is often

referred to as a network of the economy (the environment in which any company or
any individual, being anywhere in the economic system, can contact easily and cost

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effectively with any other company or individual for collaboration, trade, or exchange
of ideas) (Virin, 2015).

In electronic commerce, there are powerful resources to reduce transaction costs.

Largely it is due to economies of scale. In a traditional trade company, the issue of
increasing the scale of business is not easy as a lot of material and labour resources are
needed. In the case of electronic commerce, this task is simplified. The number of
customers is almost unlimited, operating time is around the clock, the possibility of
maintaining the range is much wider. There are much more random buyers in online
shops than in the traditional ones (Eames et al., 2014).

According to the researchers Turban, King, Lee and Liang (2015) in their latest work
on mechanism of electronic commerce, there are many opportunities to optimize the
costs associated with administrative barriers. This is largely due to two aspects: the
first one is that it is difficult for public authorities to control a virtual trading market
that is initially focused on the freedom and the second reason is that for example, in
Russia there is still no right margin for the control of electronic commerce. At this
stage, only laws related to ordinary trading enterprises can be applied to online stores.

At the present stage of its development, electronic commerce enables organizations to

reduce significantly the financial and time resources, to improve competitiveness, to
access to new markets, to obtain additional information about the needs of consumers,
to respond quickly to changes in demand. Many companies use e-commerce
capabilities to provide additional pre and aftersales service (Isakova, 2014).

The development of electronic commerce has a stabilizing effect on the economy and,
therefore, a positive effect on the competitiveness of all market participants (Fang et
al., 2014).

The global Statistics estimated that electronic commerce has grew by $ 1.5 trillion in
2017 and growth rates between 20 and 30 per cent in emerging regions such as Latin
America, Africa, the Middle East and North Africa. The number of Internet users in
the Middle East is 90 million users, e-commerce sales estimated in the Middle East

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and

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North Africa by about 17 billion dollars in 2016, up from $ 9 billion since 2013
(Internet Live Stats, 2016). In addition, the value of electronic commerce via smart
phones in the Middle east and north Africa reach $ 4.9 billion by 2017 (Akter and
Wamba, 2016). Online Electronic Commerce giant such as Jumia or Konga has
leverage on this technology in providing quality services to their customers and
bringing this tread to Sunny Kris Ventures Nigerian Limited will boost their
productivities.

1.2 Statement of the Problem

With a clear review on the operations at Sunny Kris Ventures Nigerian Limited, notice
has been outlined that the firm do not have any electronic store they only depend on
their manual offline way of selling their products. However, problems associate with
this method of selling their products are.

i. It is time consuming: It takes a lot of time to go shopping to a store. Distance

from house or workplace to the store is time consuming. It is also time
consuming while searching a particular product.
ii. Bargaining: Customer tends to do physical bargaining to the seller unlike
shopping online, where buyer cannot do bargain as the price of the product is
fixed.
iii. Stock records are kept manually and it is not efficient: Sometimes, the stocks
are old and are up for reduction and sale, the manual way of stock records is not
efficient in keeping tracks of old products.
iv. Geographical restrictions: The store is located only in Makurdi and people
cannot access it from other locations, imagine that they have to drive for hours
to just walk in to the store.

1.3 Aim and Objectives of the Study

The aim of this research is to Develop an Android Base Electronic Store and Delivery
System for Sunny Kris Ventures Nigerian Limited that will offer a better shopping
experience of their electronic products to their esteem customers.

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The specific objectives are:

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 i. To identify the requirements to develop an android base electronic store and
delivery System.
ii. To establish an online presence of the firm.
iii. To display products in the store.
iv. To store product detail using a secure database.
v. To provide a channel that will ensure that products are deliver to their customers.
vi. To provide Security of data which is very important due to the fact that hackers
and intruders are very disruptive to any kind of system.

1.4 Significant of the Study

With the success of the research, it will be of significance to Sunny Kris Ventures
Nigerian Limited and researcher in the following ways:
i. This research is to develop a system capable of handling sales by automating a
cart system that stores details prior to when the user requests a sales service.
This research work is a cost effective and conducive method for buying and
selling and easier method for a customer to get their desired goods easily
ii. This research is important to sellers and buyers because it saves time energy
rather than going to the open market, it is a more dynamic way of buying and
selling also because it reduces the chances of shoplifting.
iii. This research work will help in creating awareness.

1.5 Scope of the Study

The scope of this research is to develop a system that is usable to everyone, the
proposed system will be and android application that will facilitate the transaction of
products or services between Sunny Kris Ventures Nigerian Limited and its consumer.
It does not tend to implement other features such as multi-vendor seller etc.

1.6 Limitation of the Study

Limitations to this research were basically time and access to educational resources
from past research conducted in relation to this study. Also worth of mentioning is the

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availability of efficient and reliable power supply which also is a major limitation of
this research as it had to be suspended several times during research.

1.7 Definition of Terms

i. Banner: An advertisement or image displayed on one or more websites to

attract visitors to your site.
ii. Business to Business (B2B): Refers to selling of products or services to other
businesses.
iii. Business to Consumers (B2C): Refers to selling of product or services to end
consumers.
iv. Consumer to Consumer (C2C): Refers to selling of product or services from
an end consumer to another end consumer.
v. Credit card: it is a card entitling its holder to buy goods and service from
certain establishment.
vi. Electronic Commerce: Generally, refers to exchange of goods or services
over electronic system such as internet.
vii. Merchant: Refers to as organization (such as an MIT department) accepting
credit card payments for the goods or services they provide.
viii. Order ID: A unique identifier assigned to a customer order in clear commerce.
ix. Order: A record of a request for goods or services initiated by a customer.
x. Shopping cart: A wheeled cart for purchase of goods in a store or supermarket.
xi. Electronic: Operating with components of a computer.
xii. Delivery System: A system with the purpose of managing delivering of a
product to an individual.
xiii. Hacker: A computer expert who uses their technical knowledge to achieve a
goal or overcome an obstacle, within a computerized system by non-standard
means
xiv. Intruders: An individual or software program that enters a computer system
without authorization
xv. Online Presence: Activity and content that a business has under their name on
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the internet

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 CHAPTER 2
LITERATURE REVIEW

2.1 Theoretical Framework

The theoretical framework is a natural extension of the literature review. The
purpose of the literature review, amongst other things, is to highlight gaps and
shortcomings with the existing work in your field. The theoretical framework details
the perspective you will take to address that gap and shortcoming.

2.1.1 Overview of Ecommerce

E-commerce has gained ground as an accepted and used business paradigm. More and
more business houses are implementing web sites providing functionality for
performing commercial transactions over the web. It is reasonable to say that the
process of shopping on the internet has become commonplace (Sambari, 2016). One
of the main advantages of e-commerce is reducing the cost of the organization and
operation of the enterprise. For example, the cost of establishing the traditional
commercial enterprises, including acquisition costs, repair, design, and equipment of
the premises is much higher than the creation of its website. In addition, the costs of
obtaining marketing information are reduced. The Internet is a relatively cheap source
of it, when conducting market research through surveys and questionnaires there is no
need to meet personally with a respondent, it is possible to reach a wider audience. It
is also possible to reduce the cost of external communications. Automation of order
entry and processing, and interaction with suppliers significantly reduces a load on the
staff of commercial enterprise (Ovseyko, 2009).
2.1.1.1 Birth of E-Commerce and its Evolution

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Electronic commerce in the form of the first attempts of electronic sales emerged after
1992. It was then that after the introduction of World Wide Web technology, the
Internet became available to ordinary users, who did not have special skills for using
the network. The use of the World Wide Web was significantly simplified and from a
storage of different types of files, it has become a clearly structured space with which
today we all can work without problems. At that time, the first electronic editions of
newspapers and magazines emerged, which became the first e-commerce sites. They
sold publication generally sent to users, not in a traditional, printed form, but in
electronic form, as well as advertising space, which immediately opened up new sales
prospects (Isakova, 2014).

One of the first known online purchases took place in 1994. It was a pepperonipizza
with mushrooms and extra cheese from an online pizza shop by Pizza Hut2. This was
the beginning of the development of electronic commerce in the world. From this
point on big businesses began to invest in the development of electronic commerce. At
this stage, e-commerce was mainly a sale of advertising space, electronic publications,
and software. It was a narrow area that did not attract a wide audience of buyers.
However, with the development of network technology, new services became
available, new forms of resources emerged the functionality of which has been
focused on the sale of another type (Tian & Stewart, 2007).

Initially, e-commerce was not seen as a separate area of the economy. Traditional
mechanisms of doing business were simply applied to the business on the Internet.
The presence of conventional technology in a new direction worked in favour of new
Internet entrepreneurs, and consumers were eager to use new possibilities. For
example, the first online stores implemented the common models of ordering goods
by phone or e-mail. In fact, the existing offline business with its technology was
applied to the Internet, even the first order form on the website looked exactly like the
paper used in the traditional sales. Owners of the first online stores, working with such
a scheme used the existing regulatory framework. Delivery of goods ordered from
online stores, was

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carried out using the existing logistics infrastructure. Payment instruments for the first
online stores became plastic cards (Damanpour, 2001).

At the same time, on a governmental level some important directives and standards
were approved to regulate commerce on the Internet. In 1997 an OBI (Open Buying
on the Internet) standard for e-commerce appeared. The standard declared principles,
which must comply with software for e-commerce, supporting open Internet
standards. Later in 2000 began to act a Directive 2000/31/EC of The European
Parliament and of The Council on certain legal aspects of information society
services, in particular electronic commerce, in the Internal Market (Directive on
electronic commerce). Therefore, it could be said that the European Union made all
the necessary preliminary steps to set up a framework of rules for the development of
e-commerce (Centre for Retail Research, 2015).

The second stage of the development of e-commerce can be considered as a mass

duplication of existing commerce entities in reality to the virtual world. The main task
of this phase of development of e-commerce was the process of creating electronic
business forms. Due to free access to Internet technology, more and more new forms
of commerce activity were opening their online representation, thereby obtaining
additional sales of their products and increasing their profits (Tian & Stewart, 2007).

Once retailers have found a new niche for the implementation of their own products,
various commercial areas appeared on the Internet, their essence reduced to the
following, the implementation of sales and services for a customer. It should be noted
that the prospects for the positioning of the company on the Internet were quite
attractive. First of all, sales geography expanded significantly, as customers did not
have to go anywhere to see a product. It was enough to get in the site and find all the
necessary information, which had an impact on future cooperation. Secondly, some
online shops emerged, the main feature of which was absence of a physical store
(Chan, 2001). Amazon.com is an example of a successful development of a store
without retail storefronts.

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E-commerce began to develop at full speed. Just in a few years, the worldwide
network was flooded by different resources that were in the best way possible adapted
for sale. They also included a variety of services that allowed transferring funds to the
account of the seller with minimum complexity. As it is known, the process of buying
and selling is impossible without money. The demand for electronic means was met
immediately as soon as it arose. There were a number of payment systems, which
made operations with electronic money with a possibility of input and output with the
help of banking institutions. Transfer was carried out instantly and that was important
for users. Accordingly, such areas as currency exchange and other finance operations
began to develop. Such course of events was completely predetermined. Expansion of
sales geography quite naturally led to the need for the emergence of electronic money
to make payments, because bank transfers between countries are not always the most
convenient payment option, as they do not operate at the required speed. All the
factors stated above have served to move to the third and the current stage of
development of e-commerce (Tian & Stewart, 2007).

At this stage, we see e-commerce as a big business that is getting bigger every day
with e-commerce sales worldwide reaching $1.5 trillion in 2014 (Nielsen,2014). E-
commerce continues its evolution according to online customer purchase behaviours,
customers dictate which services and offerings are the most important, as a customer
is an engine of e-commerce evolution. Thus, customers can get goods delivered during
the same day of order, or have a wide range of payments to choose. Moreover, even
the newest service of online personal shoppers has lately become available in the
USA. Therefore, it is possible to say that e-commerce develops according to current
trends and tries to respond in time to customers’ demand, as Weitzel (2014) said,
“eCommerce will continue to evolve, and marketers will find innovative ways to use
online ordering to reach new markets and create new selling occasions”.

2.1.1.2 Advantages of E-commerce

i. Convenience

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Online stores are usually available 24 hours a day, and many consumers have Internet
access both at work and at home. Other establishments such as internet cafes and
schools provide internet access as well. In contrast, visiting a conventional retail store
requires travel and must take place during business hours.

In the event of a problem with the item (e.g., the product was not what the consumer
ordered, the product was not satisfactory), consumers are concerned with the ease of
returning an item in exchange for either the correct product or a refund. Consumers
may need to contact the retailer, visit the post office and pay return shipping, and then
wait for a replacement or refund. Some online companies have more generous return
policies to compensate for the traditional advantage of physical stores.

ii. Information and reviews

Online stores must describe products for sale with text, photos, and multimedia files,
whereas in a physical retail store, the actual product and the manufacturer's packaging
will be available for direct inspection (which might involve a test drive, fitting, or
other experimentation).

Some stores allow customers to comment or rate their items. There are also
dedicated review sites that host user reviews for different products. Reviews and some
blogs give customers the option of shopping for cheaper purchases from all over the
world without having to depend on local retailers.

iii. Pricing
Cheap deals and better prices are available online, because products come to you
directly from the manufacturer or seller without middlemen being involved. Many
online shops offer discount coupons and rebates as well. Apart from this, online shops
are only required to collect a sales tax if they have a physical location in our state,
even if we buy from a store across the world.

iv. Product Selection/ Payment

Consumers find a product of interest by visiting the website of the retailer directly or
by searching among alternative vendors using a shopping search engine.

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Once a particular product has been found on the website of the seller, most online
retailers use shopping cart software to allow the consumer to accumulate multiple
items and to adjust quantities, like filling a physical shopping cart or basket in a
conventional store. A "checkout" process follows (continuing the physical-store
analogy) in which payment and delivery information is collected, if necessary. Some
stores allow consumers to sign up for a permanent online account so that some or all
of this information only needs to be entered once.

The consumer often receives an e-mail confirmation once the transaction is complete.
Less sophisticated stores may rely on consumers to phone or e-mail their orders
(although full credit card numbers, expiry date, and Card Security Code, or bank
account and routing number should not be accepted by e-mail, for reasons of security).
Online shoppers commonly use a credit card or a PayPal account in order to make
payments. However, some systems enable users to create accounts and pay by
alternative means, such as:

a. Cash on delivery (C.O.D.)

b. Cheque / Check
c. Debit card
d. Gift cards
e. Postal money order
f. Wire transfer/delivery on payment
g. Invoice, especially popular in some markets/countries, such as Switzerland
Bit coin or other crypto-currencies
Some online shops will not accept international credit cards. Some require both the
purchaser's billing and shipping address to be in the same country as the online shop's
base of operation. Other online shops allow customers from any country to send gifts
anywhere.

2.1.1.3 Disadvantages of E-Commerce

The disadvantages of e-commerce include:

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i. Fraud and security concerns
Given the lack of ability to inspect merchandise before purchase, consumers are at
higher risk of fraud than face-to-face transactions. Merchants also risk fraudulent
purchases using stolen credit cards or fraudulent repudiation of the online purchase.
However, merchants face less risk from physical theft by using a warehouse instead of
a retail storefront.

Phishing is another danger, where consumers are fooled into thinking they are dealing
with a reputable retailer, when they have actually been manipulated into feeding
private information to a system operated by a malicious party.

A number of resources offer advice on how consumers can protect themselves when
using online retailer services. These include:

a. Sticking with known stores, or attempting to find independent consumer

reviews of their experiences; also ensuring that there is comprehensive contact
information on the website before using the service
b. Before buying from a new company, evaluate the website by considering issues
such as: the professionalism and user-friendliness of the site; whether or not the
company lists a telephone number and/or street address along with e-contact
information
c. Ensuring that the retailer has an acceptable privacy policy posted. For example
note if the retailer does not explicitly state that it will not share private
information with others without consent.
d. Ensuring that the vendor address is protected with Secure Sockets Layer (SSL)
when entering credit card information. If it does the address on the credit card
information entry screen will start with "HTTPS".
e. Using strong passwords, without personal information. Another option is a
"pass phrase," which might be something along the lines: "I shop 4 good a
buy!!" These are difficult to hack, and provides a variety of upper, lower, and
special characters and could be site specific and easy to remember.

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Although the benefits of online shopping are considerable, when the process goes
poorly it can create a thorny situation. A few problems that shoppers potentially face
include identity theft, faulty products, and the accumulation of spyware. If users are
required to put in their credit card information and billing/shipping address and the
website is not secure, customer information can be accessible to anyone who knows
how to obtain it.

ii. Lack of full cost disclosure

The lack of full cost disclosure may also be problematic. While it may be easy to
compare the base price of an item online, it may not be easy to see the total cost up
front. Additional fees such as shipping are often not be visible until the final step in
the checkout process. The problem is especially evident with cross-border purchases,
where the cost indicated at the final checkout screen may not include additional fees
that must be paid upon delivery such as duties and brokerage. Some services such as
the Canadian based Wishabi attempts to include estimates of these additional costs,
but nevertheless, the lack of general full cost disclosure remains a concern.

iii. Privacy
Privacy of personal information is a significant issue for some consumers. Many
consumers wish to avoid spam and telemarketing which could result from supplying
contact information to an online merchant. In response, many merchants promise to
not use consumer information for these purposes, Many websites keep track of
consumer shopping habits in order to suggest items and other websites to view. Brick-
and-mortar stores also collect consumer information. Some ask for a shopper's address
and phone number at checkout, though consumers may refuse to provide it. Many
larger stores use the address information encoded on consumers' credit cards (often
without their knowledge) to add them to a catalogue mailing list. This information is
obviously not accessible to the merchant when paying in cash or through a bank
(money transfer, in which case there is also proof of payment).

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2.2 Overview of Delivery System
Delivery is the most integral part of the whole system. A business on the World Wide
Web is solely incomplete if the recipient of that information or product does not
receive its product or service. A business is complete in either traditional or electronic
form when the delivery of the product/service is felt and there is a sense of satisfaction
between the seller and the buyer.

The efficiency and dependability of delivery systems need to be perceived by

customers to enable ongoing patronage and growth of electronic marketing (Admin,
2008). Furthermore, there have been signs of flexibility from leading courier services
in order to cope with the ever-growing pace of e-commerce, including the introduction
of new courier services, but the levels of unreliability are even greater than before. A
clear example of such unreliability occurred during Christmas day shopping where the
online purchase increases due to the event (Wagner & Wagner, ,2011).

The level at which unreliable delivery system has affected both small, medium and
large business is unspeakable, according to Zeithaml et al, (2014) “Delivery of service
quality” states that “delivering consistently good service excellent is difficult but
profitable for function organization”. The subject on unreliable delivery is an ever-
growing process since e-commerce popularity has never stopped heating the upwards,
customers find it as a way to manage their time effectively with less stress but
unreliability has been the issues keeping e-commerce users at bay.

2.2.1.1 Impact of e-commerce on deliveries

E-retailers consider that delivery services are one of the fundamental factors that
determine a consumer's decision to shop with them (European Commission, 2013a)
and they have developed a wide range of services which offer flexible hours, reduced
prices and fast deliveries. Currently, e-shoppers and e-retailers are concerned by
delivery problems and costs. It thus stands to reason that delivery plays a fundamental
role in enhancing e-commerce. The importance of the last mile deliveries related to
online sales has been noticed by European Union institutions, which wish to promote
a free e- commerce market. Consumer surveys and market analysis show that the
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delivery

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services offered by e-retailers are one of the fundamental factors influencing a
consumer's decision to shop with them. The European Commission has thus drafted a
study on e-commerce (European Commission, 2013c), targeting the physical delivery
of goods ordered online as one of the key factors for the growth of e-commerce.
However, the impact of e-commerce on goods flows and urban traffic is little known.

2.2.1.2 E-commerce and the fragmentation of final deliveries

Delivery services to the end consumer related to online shopping have resulted in the
increasing fragmentation of shipments in the “last mile” (as the final segment of the
supply chain is known) (Esser & Kurte, 2013). From a city logistics point of view,
home deliveries constitute the most problematic solution in terms of service costs and
organization, however this option is usually preferred by online shoppers (CREDOC,
2010), who seek express, arranged and reliable services.

The main problem currently facing delivery operators is the last mile (Lenz, 2014).
Transport operators are developing a number of ways of avoiding deliveries which fail
on the first attempt. One, admittedly expensive, possibility is flexible deliveries, e.g.
identifying the day of delivery in advance. Other possibilities in this area include
deliveries to a favoured neighbour or to a secret place on the recipient’s land (known
only to the consumer and the service provider) (DHL, 2013), or offering a PP delivery
network.

2.2 Review of Related Literature

Pius (2017), proposed an online shopping system for frankfik international limited,
uyo. that investigate the problems faced by their customers through the traditional way
of shopping (manual system) and also suggest the positive step towards the
improvement of their shopping experience by using an E-shopping system, which was
designed using MS Access as the back – end and Visual Basic application package as
the front – end. The aim is to demonstrate a better interactive feature in an E-
shopping website.

Eunice (2018), proposed a web-based shopping management system that helps users

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in buying of goods, products and services online by choosing the listed products
from

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website (E-Commerce site). This system provides an efficient way of adding almost
all the features of the online shopping using HTML, CSS, PHP, JS and MySQL as the
database (back end). The website has a large memory of storing all the goods in the
shop and also in keeping record, it was highly effective and accurate.

Sharma (2011), developed an Online Shopping Cart, the main purpose behind the
system is to provide a comprehensive computerized system, which can capture, collate
and analysed the data and evaluate the impact of the program. The shopping cart
project organize the products record and the other information about the customers.
How customers can buy products from website can be recognized from their username
and password. The technology used was: Database design (Sql server 2008 R2) Input
design (ASP.NET with C#) and Coding (C#). We have gained a lot of practical
knowledge from this project, which we think, shall make us stand in a good state in
the future.

Kumah (2018), proposed an e-commerce shopping website aimed at developing an

online shop using open-source technologies (PHP, HTML5, CSS3, JavaScript,
MySQL and Apache Web Server) for electronics products in Ghana where customers
will be able to buy products online. The designed application has an admin view and
the public or guest view. The admin view is meant for the administrator to update the
products, change prices, remove and add products and also manage customers. The
customer view will be accessible to the customers, and they will be able to handle
their information such as their name, address, and contact. Also, the customer will be
able to order for products from the shop.

Hassim (2018), proposed an Online system that allows users to buy or sell used items
over the internet. A person can either be a seller or customer in order to perform the
selling or buying process of used items when using this website. The major problem
when dealing with traditional shop is that it usually has the restriction on the opening
time where the customer has to come to the shop on the specific operation hours.
Next, the offline business cannot be operated from anywhere because of the

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geographical restrictions where the traditional store has their own specific location.
Online system

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based on e-commerce platform is developed in order to provide the information
regarding the item that the seller sold. This website will let a customer view and
purchase used items online. Meanwhile, it also allows seller sell different type of
valuable used items such as fashion, gadget, and bag that are worthy in the market.
Based on the experimental result, this system is able to conduct online transaction
between seller and buyer properly.

2.2.1 Electronic Commerce versus Traditional Commerce

Wiley (2017), provide a paper that tries to create a dichotomy between electronic
commerce and traditional commerce. He stated that the major difference between
electronic commerce and traditional commerce is the way information is exchanged
and processed. Traditional commerce involves face-to-face, telephone lines
communication, or use of mail systems. Manual processing of information and
individual involvement in all stages of business transactions is also involved in
traditional business transactions. E-Commerce uses internet or other network
communication technology. There is automated processing of information in the
business transactions and individual involvement in all the stages of transactions. It
pulls together all activities of business transactions, marketing and advertising as well
as service and customer support.

2.2.2 The Design and Implementation of an E-Commerce Site for Online Book
Sales
Kodali (2017) prosed a thesis title an E-Commerce Site for Online Book Sales. Based
on this thesis, this project deals with developing an e-commerce website for Online
Book Sale. It provides the user with a catalogue of different books available for
purchase in the store. In order to facilitate online purchase a shopping cart is provided
to the user. The system is implemented using a 3-tier approach, with a backend
database, a middle tier of Microsoft Internet Information Services (IIS) and ASP.NET,
and a web browser as the frontend client. This thesis described a good shopping cart
must be user- friendly. It should be convenient for the customer to view the contents
of their cart and to be able to remove or add items to their cart. The development of

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this project had a

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precise knowledge about how ASP.NET is used to develop a website, how it connects
to the database to access the data and how the data and web pages are modified to
provide the user with a shopping cart application

2.2.3 An E-Commerce Web Application for a Small Retail Shop

Vatrapu (2014), proposed a thesis, based on this thesis, objective of the thesis project
was to develop an e-commerce Java web application for a small retail store where the
store owner sells the products online. The application allows the owner to manage
products, customers, and orders. Also, with the application customers make orders and
pay for the ordered products. The project uses PayPal Express Checkout as its
payment solution. In addition, the web store offers customers and visitors to the site
an opportunity to subscribe to an email list in order to get news about new products
and special offers. Lastly, the application sends an automatic email confirmation after
completing an order or subscribing to an email list.
The development of this project was carried out using Eclipse IDE using the Java
programming language. The database communication of the application was
implemented by using JPA and JPQL, and MySQL database was used to store the
application data. The application was structured according to the Model-View
Controller (MVC) pattern. The model, the view and the controller layers were
implemented by using JavaBeans, JSPs, and Servlet API respectively. The payment
transaction of the application was carried out on PayPal Sandbox (testing
environment) with different NVP API operations.

2.2.4 E-Commerce Web Application for Sansaar Oy

Basnet (2017), developed an e-commerce web application for Sansaar Oy company,
he explained about Sansaar Oy which is a company operating in Finland with the main
motto of humanely trading for a sustainable environment and common prosperity.
Sansaar Oy Company has been selling handmade products, such as furniture, bags,
toys and accessories through their online store. The existing online store of Sansaar
Oy is expensive to maintain and it lacks many features, due to which the company has
not been able to grow their business as expected. Sansaar Oy wanted to establish a
25
new

26
online store which would be inexpensive and easy to maintain. The main aim is to find
the best solutions to fulfil the requirements related to the ecommerce online store of
Sansaar Oy and to implemented those solutions to establish a new ecommerce online
store for the company. The new features have many marketing tools, such as
newsletter, referring a product through an email, a wish listing feature, separate and
easily visible pages to feature new, promotional and discounted products and static
blocks on the home page to attract customers to buy a specific product. In the new
online store, the store owner can keep track of customers, customers’ behaviours,
orders and sales from the admin panel very easily, which will help to manage the
business and make decisions in the future. In the existing online store, customers are
not able to select the right products in many cases and they need to communicate
through email with the store owner just to complete the purchase but in the new online
store it has created customizable products in a way that without any extra
communication both the customers and the store owner can have a clear idea about the
products they are dealing with.

2.2.5 Analysis on Online Payment System of E-Commerce

Kumah (2018), proposed a research that analysis an online payment system which he
describe an online payment as a form of electronic payment, which is provided by a
third-party payment interface between banks for real-time payment. Compared with
the traditional payment, online payment systems are more convenient, fast, efficient
and economical. Users can use their own PC or mobile phone with Internet to
complete the entire payment process in a very short time. He focuses on the online
payment method when using e-commerce system, he further stated that online banking
is a very common way of online payment systems. The user must open an online bank
account. This payment is directly paid by credit card or even debit card. And now
third-party online payment systems such as PayPal are also very popular in e-
commerce. Third party payment is an independent organization, which provides the
network payment mode for transaction platform between bank and online payment
platform. According to Yang (2017), there are several types of online payment

27
systems such as Paystack,

28
Flutterwave, Net Bank, PayPal, Google Wallet, Amazon Payment, AliPay and others.
Debit card (Visa or MasterCard) and Net Bank were the most popular online payment
systems while for third-party online payment system are PayPal and AliPay.
2.2.3 Current Delivery Failures
Wesley (2011) in regards to 25 March, 2011 “3DS delivery failure” the Eurogamer
claimed that customers who have purchased the Nintendo 3Ds would not get them on
the agreed date, due to the porous delivery system. In addition to the event, the online
store Amazon issued a follow up statement that confirmed the authenticity of the
claims from its customers. Despite charging an extra fee for an expedited delivery for
the products, Amazon still has difficulties satisfying customers. Moreover, Bowen
“Problems with delivery delay on-line shopping” point out one of the major reasons
for delivery delays can be traced to stores not having the latest or high-tech ordering
devices (Bowen, n.d.). More so, online shopping was a system developed to ease the
pressure off traditional shopping, but the growing trend of ineffective delivery from
retailers has left people asking if it’s worth the hype surrounding it. Consuming
experience (2008) In addition, 22 July, 2008 highlights that lack of delivery; cost the
UK economy a huge sum of 1. 6 billion pounds yearly, delivery failure has cost Tesco
too (Brignall, 2011) The problem of cost in the government sector arises when
workers take time away from work waiting for items bought online due to the
unreliable delivery system. Beck (2010) note that shopping online is a system that was
designed to be a “Point, snap and obtain", rather the system has generated its own
problem; resulting to huge loss of money, and contributing to high-rate community.
22 July, 2008. 81% of people that used ecommerce in UK did not receive it. Research
in ecommerce shows that 94% of people said they will not patronize a retailer that
failed to deliver their products/services (Consuming experience, 2008). Although, the
relationship between customers and sellers has been tagged as “unethical”, traditional
commerce made people believe “customers are always right” which over the years has
been the backbone of some unprecedented approach towards buying and selling
(Bloch, n.d.). Most customers are somewhat lame in their giving excuses, as Bloch
claimed in “Dealing with complaints and aggressive online clients” (Wagner, 2011)
29
There is also needs to set up awareness

30
and understanding between the customer and the retailers to avoid any unnecessary
discrepancies that will occur (Bloch, n.d.).

2.2.4. The Impact of E-Commerce on Express Delivery Services in China: An

Employment Prospect for Ghana
Alimo & Zhao (2018), carried on a research on the impact of e-commerce on express
delivery services in china and how it will help Ghana, they stated that e-commerce
and express delivery have proven to have a synergetic relation. This relation has led to
the expansion of logistics in developed countries like China and USA. In Ghana
however, express delivery is in a decline and e-commerce is also not developing at the
expected rate due to low synergy between the two, technological deficiencies and
other challenges. their study gave an overview of express delivery and e-commerce in
China, which has the largest market for both sectors. It further examined the
challenges facing e-commerce and express delivery in Ghana through secondary data
and made recommendations on measures needed to revamp both sectors in order to
expand the economy and create jobs for the mass unemployed youth.

2.3 Summary of Literature Review and Knowledge Gap

The literature review shows the need to have an e-store incorporated into a business.
e- store, electronic commerce, or e-commerce, refers to economic activity that occurs
online. E-commerce includes all types of business activity, such as retail shopping,
banking, investing and rentals. Electronic commerce draws on technologies such as
mobile commerce, electronic funds transfer, supply chain management, Internet
marketing, online transaction processing, electronic data interchange (EDI), inventory
management systems, and automated data collection systems. Delivery is the most
integral part of the whole system. A business is complete in either traditional or
electronic form when the delivery of the product/service is felt and there is a sense of
satisfaction between the seller and the buyer. Different works has already been done
by different researcher but the one that help us a lot was the system developed by
Sharma (2011), the main purpose behind his system is to provide a comprehensive
computerized system, which can capture, collate and analysed the data and evaluate
31
the impact of the

32
program. The technology used was: Database design (Sql server 2008 R2) framework
and programming language is (ASP.NET with C#). From all this research review non
was developed to target mobile devices, hence, this research aimed at providing a
platform that will fill this gap and implemented by Sunny Kriss ventures to boost their
productivities.

33
 CHAPTER THREE

METHODOLOGY AND SYSTEM ANALYSIS

3.1 Methodology Adopted

The methodology adopted for this research is the structured system analysis and
design methodology (SSADM). Structured system analysis and design methodology
(SSADM) is a system approach to the analysis and design of information systems.
This method develops quality systems by dividing application development project
into modules, stages, steps, and provides a framework for describing project in a
fashion suited to manage the project. its benefits are, to improvement software quality,
detailed documentation of the development stages, and reusability for similar projects
that follow. SSADM sets out cascade view of systems development, in which there
are a series of steps, each of which leads to the next step and progresses is seen as
flowing steadily downwards through these steps.
3.2 Analysis of the Existing System
During the feasibility study, we realized that Sunny Kris ventures Nigerian Limited
was operating on manual (offline) method of shopping which involve going to the
different shops and be on a long queue in order to purchase goods which will consume
a lot of time and strength before the customer will search for the goods needed. These
results in some problems like;
i. Slow in processing customer’s information
ii. Data inconsistency/ Redundancy
iii. Inaccurate during customers transaction

3.2.1 Data Flow Diagram of the Existing System

A data flow diagram shows a graphical representation how data is processed within a
system based on inputs and outputs. Visual symbols are used to represent the flow of
information, data sources and destinations, and where data is stored, they are often
34
used

35
as a first step toward redesigning a system. The below diagram shows the data flow of
the existing system using Gane and Sarson method.

Customer
Product Inquiries

Sell Product

Product Availability
Sunny Kriss Product Store
Ventures
Get Product

Figure 3.2 Data Flow Diagram of the existing system

3.2.2 Advantages of the Existing System

i. It does not require computer and its peripherals.
ii. It is easily accessible.
3.2.3 Disadvantages of the Existing System
i. It involves a lot of paper work during transaction.
ii. Inadequate of accuracy in customer’s records.
iii. It is inefficient, tedious and time consuming.

3.3 Analysis of the Proposed System

Analysis is an integral part of the development cycle of any system. The proposed
system will make use of files and records in table’s prepared using database to store
information about everyday transaction. It will be a centralized store and will enable it
users to purchase item from anywhere in country at any time and enable them pay
online. Having analysed the existing system, there is need for an alternative system;
the proposed system will eliminate the problems experienced in the existing system.
3.3.1 Justification of the Proposed System
The main reason the new system is being designed is to switch over from offline
shopping system (manual) to the online shopping system (Computerizes) so as to
enhance easy, fast and convenience shopping rather than being on a queue during

36
 shopping. this proposed system will be designed using C# and Xamarin.Form such
that it will enhance link to database and other advantages like giving access for
creating a database file structure for storing and retrieval of information etc.
3.3.2 Advantages of the Proposed System
i. Convenience
ii. Consistency of Data
iii. Reliability
iv. Increases Productivity
v. Easy update and Maintenance Operations
vi. Speed Optimization and reduce paper work
vii. It can operate in any kind of weather in 24x7.

3.4 High Level Model of the Proposed System

High level model provides the ability to incrementally test and evolving design
against a model specification. The diagram that follows below shows a particular High
Level Model (HLM), which is envisaged and believed to be capable of resolving the
weaknesses identified in the present system.

Home Page

About us Accounts Store

New User
List Categories
Information
Add to Cart
Registration Form
Identify Product

Exiting User

Login Form Checkout

37
 Figure 3.3 High level model of the proposed system

3.5 Data Flow Diagram (DFD) of the Proposed System

DFD graphically representing the functions, or processes, which capture, manipulate,
store, and distribute data between the proposed system and its environment and between
components of the system.
3.5.1 Data Flow Diagram level 0 (Context Diagram)
Deliver Product
0.0 Payment
Product Inquiries Status
Customers electronic store and Payment
Product Availability delivery system Gateway
Make Payment

Make Payment
Figure 3.4 Context Diagram of the proposed system
Figure 3.4 is the context diagram or level 0 of the proposed system; it shows the
abstract view or depicts the overall structure as a single bubble with incoming/outgoing
indicators showing input and output data and general process done in the system. This
serves as a guide as you go through the deeper processes of the System data flow
diagrams.
3.5.2 Data Flow Diagram level 1
1.1 1.2
Make order Person Card Details
Order Charged Card Status
Order status Payment

Admin
Make Payment Status
Payment
Reports Gateway

1.3 Payment Report

Order Report
Generate Reports
26
 Figure 3.5 Level 1 DFD of the proposed system
Figure 3.5 is the level 1 DFD of the propsed system; it provides a broad overview and
go into greater depth than the context diagram. The single process node from the
context diagram (Node 0, Electronic Store and Delivery System) is broken down into
sub processes in this data flow diagram, each process handling a unique task. In
addition to that, this may also serve as reference on how the inputs or data fed on the
system and also informed about the outputs that the system gives.

3.5.3 Data Flow Diagram level 2

Order Temp Payment

Store

1.1 1.2
Make order Person Card Details
Order Charged Card Status
Order status Payment

Admin
Make Payment Status
Payment
Reports Gateway

1.3
Order Report Payment Report
Generate Reports

Shippin Shipping
g Report Store

Figure 3.6 Level 2 DFD of the proposed system

Figure 3.6 is the level 2 DFD: which helps us to know the ideas on where data output
goes and inputs comes within the Proposed System. The 2-level DFD delves deeper

2
into

2
the concepts of 1-level DFD. Which helps us to plan or record all of the
specific/necessary information about how the system works.

3.6 Unified Modeling Language (UML)

3.6.1 Use Case Diagram of the Proposed Systems
Use case diagram serves as an interaction between users and the system. The use case
diagram below illustrates the role of the proposed system users and how they will be
interacting with the system when implemented
Andriod Base Electronic store and Delivery
System

Login

Manage Products

Admin Manage Payments Guest

Manage Customers

Make Order

Browse Products

Checkout
Make Payment Manage Orders

Logout

Figure 3.7 Admin and Guest Use Case Diagram of the Proposed System

2
 Andriod Base Electronic store and Delivery
System
Registration Login
View Order

Make Order Payment

Customer Gateway
Browse Products

Checkout

Make Payment

Charge Card Manage Orders

Logout

Figure 3.8 Customer and Payment Gateway Use Case Diagram of the Proposed
System

3
3.6.2 Activity Diagram of the Proposed System
Activity Diagram is use to illustrate the flow of control in a system and refer to the
steps involved in the execution of a use case. An activity diagram portrays the control
flow from a start point to a finish point showing the various decision paths that exist
while the activity is being executed.

Login Browse Products

Browse Products

Manage Products Make Order

Manage Payments View Order Registration

Manage Customers Checkout

Manage Orders Make Payment Charge Card

Logout

Figure 3.9 Activity Diagram of the proposed system

3.6.3 Class Diagram of the Proposed System

3
The purpose of the class diagram is to model the static view of an application. The
class diagram describes the attributes and operations of a class and also constraints
imposed on a system.
Figure 3.5 below is the class diagram of the proposed system the class shape itself
consists of a rectangle with rows. The top row contains the name of the class, the
middle row contains the attribute of the class, and the bottom section expresses the
methods or operations that the class may use. All classes have different access levels
depending on the access modifier (visibility). The access level use in our classes is
public (+) other access level that can be use in a class are private (-), protected (#),
package (~), derived (/), and static (underlined).

Admin
- id: int

+ Manage Products ()
+ Manage Customers ()
+ Manage Order ()
Product
+ Manage Payments ()
user_id: int
category: int
Registration brand: int
name: string
user_id: int Customer
price: string
-user_role: string - user_id: int description: string
firstName: string image: string
lastName: string + Browse Product ()
email: string + View Product () +DisplayProduct ()
password: string + Add to Cart () +SelectProduct ()
address: string + Checkout () +DisplayProductDetail()
phone: int + Make payment () +SearchProduct ()

+Register ()
+Login ()
+Search ()

Order Shipping
id: int id: int
product_id: int type: int
cart_id: int cost: int
invoice_no: string address: string
status: int
date: date
shpping_Id: int + UpdateInfo ()

+ PlaceOrder ()

3
 Figure 3.10 Class Diagram of the Proposed System

CHAPTER FOUR
IMPLEMENTATION AND RESULT
4.1 Implementation
Software implementation occurs when the new or proposed software might have been
realized after which the new software is tested and found to be working properly
without errors. It is the installation of new software after all requirements are met
based on user’s definition on quality. The new system must be robust enough so as to
supersede the old (existing) system also have additional functionality that will make it
more generally acceptable before it can be considered to replace the old system. Such
functionality includes; reliability of the software, performance of the software,
efficiency of the software, correctness of the software etc.
4.2 System requirement
In implementing the system to ensure that the system performs effectively and
efficiently as required, all the program modules for all the specified functionalities has
been developed and efficiently coupled to produce a system that provide a secure,
reliable, and efficient platform that allow it users to be able to purchase different
product from Sunny Kris Ventures Nigerian Limited. The minimum system
requirements ensued for the effective implementation of the functionalities of each
module of the system includes;
4.2.1 Hardware Requirements
i. A CPU of at least 1.60 GHZ processing speed.
ii. RAM: At least 1GB of RAM.
iii. Storage space of at least 100mb.
iv. Android Rare Camera of at least 2m

3
4.2.2 Software Requirements

i. SQLite for the local database.

ii. Android Operating System version 5 and above.

4.3 Choice and Justification of the Programming Language Used

In developing the new system, many programming languages were examined and C
Sharp (C#) is selected in the development of the new system. C# stands for the
following are the reasons of choosing C# as our programing Language.

i. Cross-Platform: C# create application that can run on various platforms. The

most important advantage of C# is that the developer need not to worry about
the operating system the user is working on. As C# code run properly and
smoothly on all operating systems and device.
ii. Ease of Use: Any individuals who are new to programming can easily learn to
use them within a short duration of time. The syntax for programming in the C#
is quite similar to C, Java and other programming languages. So if you are
familiar with other programing languages you can easily develop applications
with c#.
iii. Speed: A very vital side of software development is the speed. C# is very fast,
smart and run smoothly.
iv. Opensource and Powerful Library Support: C# is developed and maintained
by cluster of C# developers, this helps in making a support community,
extensive extension library. C# additionally has immense collection functional
modules.

4.4 Choice and Justification of the Development tool

3
In developing the new system some development tools were used for effective,
efficient and rapid development these tools are:
4.4.1 Photoshop
Photoshop is use in the making of the User experience Design (UX design) template.
This greatly reduces the time required to redraw common design elements such as the
header, footer and global images on every piece of storyboard. Other key advantages
include the removal of ambiguous handwritings and improved realistic look and feel.
4.4.2 Pencil
Pencil is an opensource tool for making diagrams and GUI sketch and prototyping that
everyone can use.
4.4.3 Xamarin
Xamarin is an open source, cross-platform .Net and C# framework, use in building
android and IOS applications, it is integrated with modern backend services, native
APIs, components and more. Develop across windows and Mac with world class
developer tools for the entire app life cycle.

4.5 Experimentation and Results

Result is the outcome of a well processed information. The result of the new
system is based on what was inputted by user of the system. The new system was
developed and outrun in such a way that it conveys meaningful information to the
users of the system, to verify this, Some Various experiments was made and the
result is been illustrated and explained in appendix 2 some of the result of the new
system is been explained below.

4.5.1 Experiment 1
In this experiment, a customer named Kate Mimi is in need of a product from
sunny kriss venture limited, she provided all her information to the registration
form, serve to her using the new system.

3
 Figure 4.2 Screenshot of Experiment I
In figure 4.2 Kate Mimi provided all the needed information on the form which
include, her name, email, phone number, and password then clicks on the registration
button, which then registered her and served her the login form, which leads us to
experiment two.

4.5.2 Experiment 2
In this experiment, after Kate has provided her correct login details and has been
authenticated, she was then navigated to the home page of the system which she
then orders for a product iPhone 15 pro max.

3
 Figure 4.3 screenshot of Experiment 2

4.5.3 Experiment 3
In this experiment, after kate has seen the product she wants, she then adds to cart,
when she is done, she visits the cart page and checkout to enable her pay for the
selected product.

3
 Figure 4.4 is a screenshot of Experiment 3

4.6 System Testing

Software testing as stated by (Kenneth, 2013) is the process of validating and

verifying that computer program/application/product meets the requirements that
guided its design and development, works as expected, it can be implemented with the
same characteristics, and satisfies the need of stakeholders. In testing this system two
types of testing were used:
4.6.1 Modular Testing
In modular testing each module or unit was tested separately to ensure that it is
working as required.
4.6.2 System Testing

3
In system testing all modules and unit were integrated into a system after testing of
each module and the entire system was tested for fault failures. The project was tested
with some test data.
4.7 System Maintenance
This is also known as the support phase that focuses on changes associated with error,
correction, adaptations required as the software environment evolves, changes due to
enhancements brought about by changing customers’ requirements. In general, four
types of changes are encountered during this phase which are:
i. Correction: Defect or bugs discovered during the use of the software was
corrected or debugged and the process is known as corrective maintenance.
ii. Adaptation: Over time, original environment such as Operating System,
Central Processing Unit (CPU) for which the software was developed is likely
to change. Thus, adaptive maintenance results in modification of software to
accommodate changes in its external environment.
iii. Enhancement: As software is used, the user will recognize additional functions
to increase productivity of software. Perfective maintenance extends the
software beyond its original functional requirements.
iv. Preventive: Software deteriorates due to change, and because of this preventive
maintenance called software re-engineering, and changes to software so that it
can be more easily corrected, adapted, enhanced and it helps to prevent system
breakdown failure.

3
 CHAPTER FIVE

SUMMARY CONCLUSION AND RECOMMENDATION

5.1 Summary
The main essence if this research was to design and also implement a convenient
online shopping system for Sunny Kris Ventures Nigerian Limited. The feasibility
study revealed that many online shopping malls have over the years improve and
made some advance progress in many areas line response to customer’s complaints
and also helping them to locate the right shopping malls for their shopping, but there
are some outstanding problems which has to do with proper information management
of customers personal data. When the new system is fully implemented in Sunny Kris
Ventures Nigerian Limited, it will help will boost their productivities, sales and also
solve some of the problems encountered in the existing method of shopping.
5.2 Conclusion
The Internet has become a major resource in modern business, thus electronic
shopping has gained significance not only from the entrepreneur’s but also from the
customer’s point of view. For the entrepreneur, electronic shopping generates new
business opportunities and for the customer, it makes comparative shopping possible.
As a result of this study, we have developed an Android based electronic store with an
online payment system, which is more convenient than manual shopping. The
administrator of Sunny Kris Ventures Nigerian Limited will have the full control of
the new system in which a module for recording products, ordering and payment will
be done using a mobile android device.

5.3 Recommendation
The developed system is recommended for use by Sunny Kris Ventures Nigerian
Limited. The convenience of the new system is very important. By promoting, the
new system should focus on the time savings gained and the quick service.

4
5.3.1 Application Areas
The developed system can be best implemented by firm that want to sell their
difference product online.

5.3.2 Suggestion for Further Research

Further research can be done on the new system in implementing the system on IOS,
windows and other operating system, and to develop a central database system that
will synchronized and user’s data online.

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4
Online E-Commerce platform such as Jumia or eBay play important platform for user
to buy or sell used items online. Based on that, I decided on develop a useful online
ecommerce website where process of selling and buying used or prelove item such as
used clothes, devices and bags. The online system based on e-commerce platform
which known as the buy and sell website is design for user who want to sell or buy
prelove or used item for cheaper price.

Buy and sell provides some main modules such as users (sellers) can add list of used

item that they want to sell to the online market. Meanwhile, users (customers) can
search their desired used or prelove item in the item list in order to purchase it. User
can also view the items information regarding its’ condition before decide on buying
it. Lastly, after add to cart of their wish list, customers can make confirmation order
for the used item that they have purchased.

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1.1 About the Project

The E-Commerce site is an online based website application for e-commerce business.

This system saves our valuable time and minimize the hardest way of living. The main

objective of our system is to efficiently serve the people through a fully automated

system that not only saves lot of time but also makes life easy. Reduce the cost and

working procedure. This can be used in any institution, any place, government and

nongovernment organization everywhere. For ordering an item or items, the user

location is mandatory. We can order from anywhere or anytime. No restriction and

fully hassle free. Just order and sleep, the take your order and check everything then

pay your bills.

1.2 The Problem Statement

Now a days, our life is busy and most important is we all are smart and going smarter

day by day. So, to reduce the cost and work, and with saving the time, online system

is
5
most powerful now a days to do any actions, to order any items, from anywhere. There

is no need to wait for anything. You have every access of your choice. It’s flexible.

Go to the website, if you wish then create an account or otherwise there is no need to

create an account, just select your choice, find your items, mark them, select the

quantity, enter your address and wait a little bit, your ordered items are waiting in

front of your door.

1.3 The Purpose

The purpose of e-commerce site is to save time, limit the cost, no need to forget what

people want. A customer can save his/her time of shopping and give their family a

special moment of that time wasted in shopping. Our project is fully automated system

that not only saves time or cost but also give the customer satisfaction.