KEY FEATURES OF FULFILLMENT SERVICES FOR E-COMMERCE

Purpose: The study aims to identify the most important features of fulfillment services for e-commerce by analyzing the content of logistics companies' websites. It seeks to determine which aspects are most frequently highlighted and how fulfillment providers can enhance their competitiveness. Design/methodology/approach: The research employs a content analysis approach, examining the frequency of specific logistics service features on fulfillment companies' websites. The data is quantified to identify key trends and priorities within the industry. Findings: The results indicate that fast shipping, seamless IT integration, and flexible cooperation are the most frequently emphasized features. Additionally, personalized packaging, error-free order processing, and multi-carrier delivery options are key competitive factors for fulfillment providers. Research limitations/implications: The study is based on publicly available content from logistics companies' websites, which may not fully reflect the actual services offered. Furthermore, it does not account for customer perceptions or direct business performance indicators. Practical implications: The findings provide fulfillment companies with insights into industry trends and highlight areas for improvement. Businesses can refine their service offerings to align with e-commerce retailers’ priorities, such as speed, reliability, and seamless technology integration. Social implications: By improving fulfillment services, e-commerce logistics providers can contribute to greater consumer satisfaction, reduced environmental impact through optimized packaging and delivery solutions, and enhanced efficiency in e-commerce. Originality/value: This research offers a data-driven perspective on fulfillment service priorities, filling a gap in the literature by focusing on how logistics providers present their offerings online. It provides a valuable reference for both researchers and industry professionals seeking to understand and enhance fulfillment strategies.