Report on zuji.com.sg

Background

The rapid development of information technology has allowed the internet to become part and parcel of our lives. As the internet provides vast amount of information and services, many companies have set-up e-businesses and start to include e-commerce to facilitate their businesses. E- commerce is the process of buying and selling of products and services through the internet. The widespread of internet usage has resulted the amount of trade conducted electronically to grow extraordinary.  In order to understand and find out more about e-commerce and the operations of an online transaction broker, we have done a research study on Zuji, an online travel site. We will be touching on the site's features, strengths and weaknesses.

Zuji is an English derivation of the Chinese han yu pin yin word for “footprint”, denoting the start of a journey. It is a leading online travel agent bringing abundant travel choices to travellers in Asia Pacific. It allows travellers a choice of more than 400 airlines, 60 000 hotels, thousands of car hire, attractions, activities as well as purchase of travel insurance through its sites.It is 100% owned by Travelocity, with headquarters in Singapore. Zuji is well-recognised as an online travel industry leader in Asia Pacific and has been awarded numerous awards including ‘Best Online Travel Agent’ from 2005 to 2008.

Features

Zuji.com.sg is a B2C (business to consumer) online transaction broker which deals with e-commerce transactions. It allows consumers to book flights, hotels and holiday packages, purchase insurance and completes the transactions online. It uses a secure server to encrypt all customers' personal information, including credit card information, to protect customers' privacy and ensure safe transactions.

For payment, customers can pay through entering their credit card details online or alternatively call the customer care line to provide the necessary card details.

As Zuji takes internet security and personal privacy very seriously, it adheres to the Payment Card Industry Data Security Standards (PCI DSS) and numerous privacy and security policies. The site is reviewed by Trust e for compliance with Trust e’s strict program requirements and is endorsed by Trust e and accredited by TrustSg.

Besides that, zuji.com.sg has activated the 3D secure system (3Ds). Adopted by VISA (Verified by Visa and MasterCard (Secure Code), 3DS authentication occurs only after you enrolled into the program of the issuing bank and when you make a purchase. If the card is enrolled, you will received a Personal Idenfication Number and be prompted to enter it during the authentication process of the transaction.

In addition to implementing highly secured online protection methods, Zuji also has a dedicated risk management team of trained members who regularly and randomly carry out counter-check of credit card purchases made on ZUJI to ensure their authenticity, and verify that credit cards have not been used for making unauthorised purchases or transactions.

Strengths

Zuji.com.sg provides real time, updated information of flight and hotel room availability and promotion rates. Customers are able to save search cost and time with a list of summarised information generated for them to choose from instead of having to going through newspapers or different airline and hotel sites to get the necessary information. Customers are able to get instant confirmation of the online booking once payment is made.

The site also includes independent traveller reviews from TripAdvisor, where you can view hotel star ratings and check for attractions and train stations located around the hotel.

Under Destination and Travel Tips on the site, customers are able to find insights on visa requirements, the weather, events and festivals on their destination as well.

Lastly, the membership for Zuji is free and the account is automatically set up when the first purchase on zuji.com.sg is made. For future purchases, details such as address, contact number etc need not be given as records have already been captured in the database. This brings convenience to customers of Zuji. Signing up for their newsletter also provide customers information about the weekly deals and promotions they are having.

Weaknesses

To begin with, Zuji is a virtual site, customers are unable to clear their doubts immediately should they have any queries. They have to send out emails or make phone calls to their customer care and wait for the replies. In addition, a few customers had provided feedback on online forums that Zuji’s customer care line is very hard to get through. Moreover, the FAQs in the website is not comprehensive enough for customers to understand thoroughly what they may encounter and thus unable to seek help with.

Another weakness is Zuji has a policy that they are not responsible should any complications arise with customers’ booking causing customers deep inconvenience if they have to make changes.

Next, Zuji charges a booking fee, which is not stated until you select your confirmed flight. Customers might not be aware of it when they are making price comparisons with other sites, and might be misled that Zuji offers a lower price.

Finally, Zuji does not provide the service of getting visas for their customers unlike travel agencies e.g. Chan Brothers and SA Tours. Therefore customers have to make sure that their passports satisfy the visa requirements before travelling.

Conclusion

Zuji has become a widely used online travel agent for all kinds of travellers to make their purchases. As what they have mentioned in their international website "Don't make a hundred trips just to make arrangements for one", Zuji has eased the convenience of many for their travelling desires.