Challenges and Recommended Solutions for Change Management in Indonesian E-Commerce

Abstract

E-commerce in Indonesia has been rising rapidly due to a couple of factors like the increase of the Internet and smartphones being used, a significant population that sees its purchasing power, a tech-savvy population that can quickly adjust to new technology. In order to keep business sustainability, e-commerce is being forced to adapt to the market environment. Therefore, e-commerce needs change management. In fact, the change management process still meets several challenges to its implementation. This research aimed to gain an in-depth and comprehensive understanding of the challenges of the change management process in Indonesian e-commerce and subsequently come with the recommended solutions. The study was conducted by a qualitative approach consisting of semi-structured interviews with several e-commerce practitioners working in Indonesia. The challenges and recommended solutions were designed and then examined through a communicative validation based on the findings. This research revealed that challenges and solutions of change management process in Indonesian e-commerce could be categorized into four themes: work process/practice, human resource, organizational rule and technology.