assaignment managment information system

raghad esk

05_web_marketing.ppt

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YANBU UNIVERSITY COLLEGE Management Science Department

MIS343
PRINCIPLES OF E-COMMERCE

MODULE 5

WEB MARKETING

(Chapter 4 from textbook)

Learning Objectives

Understand the Consumer behavior models
Learn and understand the Basic marketing concepts
Understand the important of internet marketing technologies (such as Web transaction logs and Cookies and web bugs)
Advertising networks
Branding strategies
Understand the Online advertising
Benefits of online marketing communications
The cost of online advertising
Websites as marketing communication tools (such as Domain names, Search engine optimization and Website functionality)

Internet Audience & Consumer Behaviour

Online Users are known as Internet audience

The number of Internet users worldwide has mushroomed to reach the two billion mark, the head of the UN's telecommunications agency, Hamadoun Toure, Jan 26,2011

Intensity and scope of use of Internet both are increasing swiftly

Key Features of Internet Audience

Demographics and access
Different patterns of usage exist across groups

Demographics to examine include:

1)Gender 2)Age 3)Ethnicity

4)Community Type 5)Income

6)Education etc

Some demographic groups have much high percentage of Internet users

Key Features of Internet Audience

Age

18-29 years 95%

30-49 87%

50-64 78%

65+ 42%

Ethnicity (Civilization)

Variation across ethnic groups not as wide as age groups

80% white Non Hispanic (Hispanic, from the Latin word for "Spain," )

71% Black Non Hispanic

82 % Hispanic

Hispanics and African Americans going online at higher rates

It refers to the origin of one's ancestors - Black or African-American originated in Africa; White or Caucasian originated in European countries; Asian originated in Asia; Hispanic originated in Latin American

Key Features of Internet Audience

Education

Less than high school 52%

High school 67%

College 90%

College+ 96%

Gender

Men accounted for the majority of Internet users at first

Women now outnumber men online

Types of Internet Connection

Two major Types of Internet Connection

Dial Up (Slow speed 56 kbps)

Broadband (High speed about 256 kbps)

Broadband audience quite different from dial-up audience as they are more

Wealthier

Greater intensity and scope of use

Educated

Middle-aged

Why Businesses Are Concerned for Consumer Behavior

Companies are operating in an increasingly competitive environment

Finding and retaining customer is a major critical success factor for more business both online and offline

One of the key to build effective customer relationship is an understanding of consumer behavior online

Online Consumer Behaviour Model

Consumer behavior referred to as the study of when, why, how, where and what people do or do not buy products.

The purpose of a consumer behavior model is to help vendors understand how a consumer makes a purchasing decision.

If a firm understands the buying process, it may be able to influence the buyer decision

Online Consumer Behaviour Model

Online consumers can be divided into two types:
Individual consumers - who get much of the media attention
Organizational buyers - who do most of the actual shopping in cyberspace in terms of dollar volume of sales
Organizational buyers include governments, private corporations, resellers, and public organizations

Online Consumer Behaviour Model

A Model of Consumer Behavior Online

The model is composed of two major parts:
Influential factors and the consumer decision process
Influential factors are those that may affect consumers’ intention to buy and their behavior
Five dimensions are considered to affect consumer behavior
Consumer characteristics
Environmental characteristics
Merchant and intermediary characteristics
Product/service characteristics
EC systems.

Major Influential Factors

Consumer Characteristics:

Consumer characteristics refers to demographic factors, individual

Preferences, and behavioral characteristics. The major demographics that such sites track are gender, age, marital status, educational level, ethnicity, occupation, and household income, which can be correlated with Internet usage and EC data.

Psychological variables such as personality and lifestyle characteristics are studied by marketers.

Major Influential Factors

Product/Service Characteristics:

The second group of characteristics is related to the product/service itself, which may include the price, quality, design, brand, and other related attributes of the product.
Also called Intervening or moderating variables ( that can be controlled by the vendors )

Merchant and Intermediary Characteristics:

Online transactions may also be affected by the merchant that handles the product/service. It includes merchant reputation, size of transaction, trust in the merchant, and so on.

Major Influential Factors

Environmental Characteristics

The environment in which a transaction occurs may affect a consumer’s purchase decision.
Environmental variables can be grouped into the following categories:
Social variables:
People are influenced by family members, friends, coworkers, and “what’s in fashion this year.”Therefore, social variables (such as customer endorsement, word of mouth) play an important role in EC.
Cultural/community variables:
It makes a big difference in what people buy if a consumer lives near Silicon Valley in California or in the mountains in Nepal. Chinese shoppers may differ from French shoppers, and rural shoppers may differ from urban ones.
Other environmental variables:
These include aspects such as available information, government regulations, legal constraints, and situational factors

Major Influential Factors

E-Commerce Systems

The EC platform for online transactions (e.g. security protection, payment mechanism, and so forth) offered by the merchant may also have effects.

EC design factors can be divided into motivational and hygiene factors

Motivational Factors:
The functions available on the Web site to provide direct support in the transactional process (e.g., search engine ,shopping carts, multiple payment methods)
Hygiene Factors:
The functions available on the Web site whose main purpose is to prevent possible trouble in the process (e.g., security and product tracking)

Roles During Decision Making Process

Consumer can play one of several roles in decision making process:
Initiator - the person who first suggests or thinking of the idea of buying a particular product or service.
Influencer - a person whose advice or view carries some weight in making a final purchasing decision
Decider - the person who ultimately makes a buying decision or any part of it, whether to buy, what to buy, how to buy or where to buy (e.g. your boss).
Buyer - the person who makes an actual purchase.
User - who ultimately uses the product and service (e.g. employees)

The Purchasing Decision Process

Five stages in the consumer decision process to influence them online and offline marketing activities

This model is important for anyone making marketing decisions. It forces the marketer to consider the whole buying process rather than just the purchase decision.

The model implies that customers pass through all stages in every purchase. However, in more routine purchases, customers often skip or reverse some of the stages.

A Generic Purchasing-Decision Model

Awareness of need

Recognition of need

Search for more information

Online search for product

Evaluation of alternative

Evaluate the different available options

Actual purchase decision

Pushing for purchase decision

Post-purchase contact with firm

After purchase service

A Generic Purchasing-Decision Model
General Example

A student buying a favorite hamburger would recognize the need (hunger) and go right to the purchase decision, skipping information search and evaluation. However, the model is very useful when it comes to understanding any purchase that requires some thought and deliberation.

A Generic Purchasing-Decision Model
General Example

Awareness of need

Consumer identifies the needs or his/her own product requirements. In this process his personality, environment, surrounding, economy may influence. Say, person is hungry and he identifies his food requirements as basic problem to be solved with a certain amount of money may be as little as $5

Searches for the available sources

Offer him the desired quantity and quality of food. He keeps in mind, his status, his economy and his physiological needs of course.
Consumer collects maximum information necessary for making a decision. Here consumer tries to find out what type of food outlets, stores and options are available.
AlBaik selling Chicken, Pizza Hut's outlet, and Baskin Robbins ice cream parlor can be the few alternatives he could find

A Generic Purchasing-Decision Model
General Example

Evaluation of alternatives

Collect data of various alternatives. Here a consumer compares available alternatives with need and money he has. This process of evaluation may be influenced by various personal, social, or psychological factors like; family, friends, personal experiences, likes and dislikes

Purchase decision

Consumer makes a decision and purchase the type of food he thinks more suitable at that situation. Here consumer makes the decision and may go to Al Baik as consumers thinks it’s not a good time for ice cream and Pizzas are not of good quality

Post purchase behaviour

The response or reaction of consumer. Consumer will show a positive response if product meets his perception and he feels good about the product. Otherwise, response will be bad and consumer will do advocacy against the product

The Consumer Decision Process and Supporting Communications

Observing Customers

To avoid some of the problems of online surveys, especially the giving of false information, some marketers choose to learn about customers by observing their behaviors rather than by asking them questions
Many marketers keep track of consumers web movement using methods such as transaction log (log files) or cookies files.

A Model of Online Consumer Behavior

Decision process is similar for online and offline as already mentioned but along that five stages there are two new features:
Web site capabilities -- the content, design, and functionality of a site
Consumer clickstream behavior -- the transaction log that consumers establish as they move about the Web and through specific sites

A Model of Online Consumer Behavior

Transaction Logs

A transaction log recordes user activates at a company’s website. It is created by a log file, which is a file that list actions that have occurred.
With log file analysis tools, it is possible to get a good idea of where visitors are coming from (e.g. Arabic Contents), how often they return, and how they navigate through the site.
Note that as customers move from site to site, they establish their Clickstream behavior, a pattern of their movements on the internet, which can be seen in their transaction logs.

Web Transaction Logs

They are built into Web server software
Can provide treasure trove of marketing information, particularly when combined with:
Registration forms (gather personal data on name, address, phone, zip code, e-mail address, and other optional self-confessed information on interests and tastes)
Shopping cart database captures all the item selection, purchase, and payment data
Example: ipro.com ; which collect data from a company’s client /server logs and provides the company with periodic reports that include demographic data such as where customers come from or how many customers have gone straight from the homepage to placing an order.

Web Transaction Logs

Detail of Log

Internet Explorer Log

SystemLog

Cookies, Web Bugs

Cookies and web bugs can be used to supplement transaction-log methods
Cookies allow a web site to store data on the users’ PC; when the customer returns to the site, the cookies can be used to find what the customer did in the past (e.g. web page customization/personalization).
Cookies are frequently combined with Web Bugs, is an object that is embedded in a web page or e-mail and is usually invisible to the user but allows checking that a user has viewed the page or e-mail. Web bugs transmit information about the user and his or her movements to monitoring site.
Source : http://en.wikipedia.org/wiki/Web_bug

Web Bugs

Web bugs are tiny (1 pixel) graphic files embedded in e-mail messages and on Web sites
It is usually used to automatically transmit information about the user and the page being viewed to a monitoring server

Shoppers: Browsers and Buyers

About 68% of online users purchase online;
An additional 12% research online, but purchase offline they are called browsers
Importance of online browsing for offline purchasing and vice versa should not be underestimated because e commerce is a major conduit(medium)and generator of offline commerce
E-commerce and traditional commerce are coupled (integrate) and should be viewed by merchants and researchers as part of a continuum of consuming behavior to alleviate the concern

Shoppers: Browsers and Buyers

SOURCE: Based on data from eMarketer, Inc., 2005a; Shop.org, 2005; authors’ estimates.

Chart1

did not shop or buy online

buy online

Research, shop online but did not buy

Shoppers

0.2

0.68

0.12

Sheet1

	Shoppers
did not shop or buy online	20%
buy online	68%
Research, shop online but did not buy	12%
	To resize chart data range, drag lower right corner of range.

Factors that Encourage Online Purchases

Web merchants could make little improvement to encourage more browsers to become buyers are:
Target the Goal – oriented, intentional shoppers with communication directed at them
Design website to provide easy to access and simple to use product information
Make it easier to compare shop
Better security
Make it easier to return merchandise (product)
Great policies for better credit card and personal information security
Make it easier to locate items on the web site

Factors that Encourage Online Purchases (cont.)

Web merchants could make little improvement to encourage more browsers to become buyers are:
Create customer service facilities about question for product advice
Increase or fasten the delivery speed
Present the product more clearly
Create loyalty Reward programs
Make the buying process quicker to complete

Factors that Encourage Online Purchases (cont.)

What Consumers Shop for and Buy Online

Online sales divided roughly into small ticket and big ticket items
Small ticket items (on average, $100 or less ,apparel, books, office supplies, software, etc.) have similar characteristics—sold by first movers, small purchase price, physically small, high margin items, broad selection of products available
Big ticket items ($500 plus travel, computer hardware, consumer electronics) expanding

Intentional Acts: How Shoppers Find Vendors Online

37% of shoppers use search engines.
33% go directly to site.
17% use comparison shopping sites.
15% use product rating sites.
Online shoppers are highly intentional, looking for specific products, companies, services

Why More People Don’t Shop Online

Major online buying concerns:
Security (44% uneasy about online credit card use)
Privacy (42% due to Data Privacy)
Shipping cost (37%Dislike Shipping Charges)
33% Feel no need to purchase online
32% prefer for physical product availability (touch and check)
Return policy (27%find difficult to return back)
21% have not seen anything online interested in buying (Shipping issues/delays)

Personalization, Loyalty, Satisfaction and Trust in EC

Factors shaping the decision to purchase online:
Personalization

The matching of services, products, and advertising content with individual consumers and their preferences. The matching process is based on what a company knows about the individual user. This knowledge is referred to as user profile (the requirement, preferences, behaviors, and demographic traits of a particular customer).

The major strategy used to compile user profiles include the following:

Solicit information directly from the user – asking the user to fill in questionnaire or by conducting an interview with the user

Observe what people are doing online through use of a cookie

Build from previous purchase patterns

Perform marketing research.

Make inferences – infer (understand) information provided by customers on other issues or by analyzing similar customers

Collaborative filtering

Personalization, Loyalty, Satisfaction and Trust in EC

Factors shaping the decision to purchase online:
Personalization

A personalization method that uses customer data to predict, based on formulas derived from behavioral sciences, what other products or services a customer may enjoy; predictions can be extended to other customers with similar profiles

Personalization, Loyalty, Satisfaction and Trust in EC

Factors shaping the decision to purchase online:
Customer Loyalty

Customer loyalty is the degree to which a customer will stay with a specific vendor or brand for repeat purchasing

Customer loyalty is expected to produce more sales and increased profits over time

One way of doing this by introducing customer loyalty program.
E-loyalty refer to a customer loyalty to an e-tailer (e.g. Dell and Amazon.com) of loyalty programs delivered online or supported electronically
The following are ways Re-tailers can encourage customer loyalty:

Premium Shipping Clubs

For $79, Amazon Prime members enjoy free 2-day shipping and $3.99 next day shipping on most items. Once the annual fee is committed to, you can imagine the motivation to shop with Amazon as much as possible.
Subscriptions

Personalization, Loyalty, Satisfaction and Trust in EC

Factors shaping the decision to purchase online:
Customer Loyalty

Personalization, Loyalty, Satisfaction and Trust in EC

Factors shaping the decision to purchase online:
Customer Loyalty
The following are ways Re-tailers can encourage customer loyalty:
Service Extensions
Not too common in online retail, but an example could be if you buy a GPS system from a manufacturer and are offered new map downloads every year for $X.
Recycling Programs
MAC Cosmetics will give one free lipstick or eye shadow for every 6 empty containers (of most any product) to recycle the packaging. Good for the environment, and motivates customers to not only buy but consume products quickly to redeem (use, buy back) for a new item.

Personalization, Loyalty, Satisfaction and Trust in EC

Factors shaping the decision to purchase online:
Trust
Trust is the psychological status of depending on another person or organization to achieve a planning goal.
Consumers also need to trust merchants before they are willing to purchase
Sellers can develop trust by building strong reputations for honesty, fairness, delivery

EC security mechanisms can help to build trust

Trust and utility are the most important factors shaping decision to purchase online
Consumers are looking for utility (better prices, convenience, speed)

Personalization, Loyalty, Satisfaction and Trust in EC

Factors shaping the decision to purchase online:
Satisfaction in EC
Satisfaction is one of the most important consumer reactions in the B2C online environment
Recent statistics show:

80% of highly satisfied online consumers would shop again within 2 months

90% would recommend the Internet retailers to others

However, 87% of dissatisfied consumers would permanently leave their Internet retailers without any complaints

Online Market Research

Techniques to find a range of marketing information
Market research involves gathering information that will help a firm identify potential products and customers and market
Primary research involves gathering first-hand information using techniques such as surveys, personal interviews, and focus groups
Secondary research relies on existing, published information as the basis for analyzing the market

Why Do Market Research for EC

What are marketers looking for in EC Market Research?

What are the purchase patterns for individuals and groups (market segmentation)?

What factors encourage online purchasing? (turn browsers into buyers)

How can we identify those who are real buyers from those who are just browsing?

How does an individual navigate — does the consumer check information first or do they go directly to ordering?

What is the optimal Web page design?

Limitation of Online market Research

Too much data may be available
To use data properly, it should be organized, edited, condensed, and summarized

Accuracy of responses

Loss of respondents because of equipment problems

The ethics and legality of Web tracking

Market Research for EC

Marketing: Strategies and action firms take to establish relationship with consumer and encourage purchases of products and services.
Internet marketing using web, as well as traditional channels, to develop positive, long-term relationship with customers,
Companies use the Web in their marketing strategies :

To advertise their products and services, and

To promote their reputations.

Interactive Marketing

Interactive marketing is the ability to address (deal with) the customer, to remember what the customer says and address the customer again in a way that illustrates that we remember what the customer has told us.
It has enabled marketers and advertisers to interact directly with customers. On interactive marketing, a consumer can click an ad to obtain more information or send an e-mail to ask question.

Basic Marketing Concepts

Feature set is the bundle of capabilities and services offered by the product or service
Commodity is a good or service for which there are many dealers supplying the same product and all products in the segment are essentially identical

Feature Set

SOURCE: Kotler and Armstrong, 2006.

Feature Set

Core product is the core benefit the customer receives from the product e.g. cell phone(To Communicate)
Actual product is the set characteristics designed to deliver the produc’s core benefits e.g. cell phone’s music player, camera, style, color
Augmented product is a product with additional benefits to customers beyond the core benefits embodied in the actual product e.g. product warranty after sale service

Web Advertising

Advertising on the web by all types of organization plays an extremely important role in e-commerce.
Advertisement is a paid message on a Web site, online service, or other interactive medium
Advertising is an attempt to disseminate information in order to facilitate buyer-seller transactions
It is the part of marketing technology
It is the effort to create awareness to customers about the company ,product etc

Web Advertising

Internet Advertising Terminologies

Ad views (Number of time an ad is served)
The number of times user call up a page that has a banner on it during a specific period
A graphic advertising display (linked to the advertiser’s Web page) during a specific period; known as Ad impressions or page views.
Click (number of time an ad is clicked)
A count made each time a visitor clicks on an advertising banner to access the advertiser's site –
It is what is counted by the sponsoring site as a result of an ad click. A few advertisers are willing to pay only for click through rather than for ad impressions.

Internet Advertising Terminologies

Hit (Number of http request) the request for data from a web page or file
Page views - Number of pages viewed
Stickiness - Average length of a stay at a site
Unique visitor - A unique visitor is someone with a unique address who is entering a Web site for the first time that day (or some other specified period). Thus, a visitor that returns within the same day is not counted twice. A unique visitors count tells you how many different people there are in your audience during the time period, but not how much they used the site during the period.

Internet Advertising Terminologies

Conversion Rate - the Percentage of visitors who become customers
Attrition Rate - Percentage of customers who do not return during the next year after initial purchase
Abandonment rate - Percentage of shopper who begin shopping cart purchase but then leave a site with out purchase
Retention rate - Percentage of existing customers who continue to buy on a regular basis (Similar to loyalty)

The Costs of Online Advertising

How we pay cost for online advertisement
Cost per thousand is what an advertiser pays for impressions in 1,000 unit lots
Cost per click is where the advertiser pays pre-negotiated fee for each click an ad receives
Cost per action is where the advertiser pays only for those users who perform a specific action

Why Internet Advertising?

12-24 year old prefer the Internet to TV
Advertisers are limited in the amount of information they can gather from the television and print ads

Precise targeting

Interactivity - (Web is more focused medium )

Rich media (grabs attention) – effectively use the converge of text, audio, graphics and animation

Cost reduction – online ads are cheaper

Personalization - can be interactive and targeted to specific interest group

Timeliness – internet ads can be fresh and up-to-the-minute

Location-basis – using wireless technology and GPS, web advertising can be location based

Digital branding Image

Linking easy to link from an online ad to store front

Advertising Methods

There are large number of advertising methods some major are
Banner
Is a graphics display that is used for advertising on a web page.
A banner ad is linked to an advertiser’s sites.
Keyword banners
Banner ads that appear when a predetermined word is queried from a search engine
As an example, you are a web design company, your keywords maybe: web design, website design, web page creation as an example. So when someone requests results from those keywords, your banner will appear.
Random banners
Banner ads that appear at random, not as the result of the user’s action

Advertising Methods

There are large number of advertising methods. Some major ones are
Static Banner
They are always on the web page

Advertising Methods

There are large number of advertising methods some major are
Pop-up banner
An ad that appears automatic in a separate window before, during, or after Internet surfing or when reading e-mail
Pop-under ad

An ad that appears underneath the current browser window, so when the user closes the active window, he or she sees the ad

Interstitial ad

An initial Web page or a portion of it that is used to capture the user’s attention for a short time while other content is loading

Advertising Methods

There are large number of advertising methods some major are
Pop-up & Pop-under banner

Advertising Methods

There are large number of advertising methods some major are
Interstitial ad

Advertising Methods

Benefits of Banner Ads

By clicking on them users are transferred to an advertiser’s site, and frequently directly to the shopping page of that site
Viewing of banners is fairly high because “forced advertising” is used
Banners may include attention-grabbing multimedia
Disadvantage of banners
Is their costs
A limited amount of information can be placed on the banner.
Viewers have become somewhat immune (unaffected )to banners and simply do not notice them as they once did

Advertising Methods

Banner swapping is where one company agrees to display another companies banner ad in exchange for the other company displaying their banner ad.
Banner exchanges is where a group of companies agree to display other companies banners with the understanding that they will display any one of another companies banner. Markets in which companies can trade or exchange placement of banner ads on each other's Web sites.

Advertising Methods

E-mail marketing - Web advertising
Businesses - send e-mail messages to their customers and potential customers to announce new products, new product features, or sales on existing products.
e-mail message may be combined with brief audio or video clips promoting a product
The advantage of e-mail advertising is its low cost and the ability to reach a wide variety of targeted audiences.

Advertising Methods

Newspaper like and classified ads
Skyscraper ads are advertisements you’ll find on numerous websites, that tend to be thin and long, and run on one side of the webpage
They’re often created for websites where the ads, if clicked on by readers, generate money for the website owner.
You’ll see this frequently with advertisements from Google®, and other search engines
Website owners who blog about their interests can feature ads on their pages that will generate income per click, or sometimes per purchase.

Advertising Methods

Skyscraper ads

Advertising Methods

Search Engine Advertisement
An advertising strategy that displays a banner ad related to a key term entered in a search engine
Advertising in chat rooms
Blogs and social networks like yahoo messenger, Google Talk and Discussion Forums
Chat rooms are often sponsored by companies

Advertising Methods

Search Engine Advertisement

Advertising Methods

Associated ad display (text links)
An advertising strategy that displays a banner ad related to a key term entered in a search engine
Advergaming
It is the practice of using games, particularly computer games, to advertise or promote a product, an organization or a viewpoint
Advergaming is an immersive (virtual reality) mix of advertising and entertainment that takes the form of video games. it's been around since at least the early 1980s when Kool-Aid and Pepsi developed Atari 2600 games

Advertising Methods

Associated ad display (text links)

Advertising Methods

Advergaming

Advertising Strategies and Promotions Online

Several advertising strategies can be used over the internet to turn our browsers into buyers. Some of them are as follow

Permission marketing:

Obtain permission before sending consumer information or promotional messages (example: opt-in e-mail)
Spamming: Using e-mail to send unwanted ads (sometimes floods of ads)

Customizing Ads (Webcasting):

A marketing manager can customize display ads based on user’s profile e.g. webcasting which is free Internet news service that broadcasts personalized news and information, including seminars, in categories selected by the user

Advertising Strategies and Promotions Online

Viral marketing:

Word-of-mouth marketing by which customers promote a product or service by telling others about it .It is a Process of getting customers to pass along a company’s marketing message to friends, family, and colleagues This can be done by emails, chat rooms by posting a massages in news room

Affiliate marketing:

It is a marketing arrangement by which other organization refers consumers to the selling company web sites.

Amazon.com created one of the first and most successful affiliate programs on the Web with over 400,000 affiliate sites

Advertising Strategies and Promotions Online

Ads as a commodity :

People are paid for time spent viewing an ads. Consumer fill out data on personal interests and they receive targeted banners based on their personal profile. Each banner is labeled with the amount of payment that will be paid if the customer read the ads

Admediation:

Third-party vendors that conduct promotions, especially large-scale ones

They act as intermediaries in the creation and distribution of ads. They match many seller's advertisements with many consumer's interests/profiles

Ad Content:

The content of ads is extremely important, and companies use ad agencies to help in content creation for the Web just as they do for other advertising media

Content is especially important to increase stickiness

Other Online Marketing Communications

Online Catalogs
Provide the equivalent of a paper-based catalog
Internet-based presentation of a set of items available for purchase, including description, price, and ordering information; also called cyber catalog, electronic catalog and web catalog
A catalogue of goods for sale that is displayed on a computer screen and from which you can order goods using your computer a computer program that allows you to search for information on a particular subject

Other Online Marketing Communications

Online Catalogs

Other Online Marketing Communications

Public relations
Involves communicating with target audiences, or publics, using methods other than advertising

YANBU UNIVERSITY COLLEGE Management Science Department

The End