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Title: On-line Shopping Usability and Customer Expectation - A Study on On-line Shopping Services in Bangladesh
Authors: Enamul Hoque, Mohammad
Department: Högskolan i Borås/Institutionen Handels- och IT-högskolan
Issue Date: 18-Mar-2014
Series/Report no.: Magisteruppsats
Programme: Magisterutbildning i informatik
Publisher: University of Borås/School of Business and IT
Media type: text
Keywords: E-commerce
Online shopping
Customer satisfaction
Instore shopping
Abstract: E-commerce has made life simple and innovative of individuals and groups; customer expectation in online shopping is different from the physical market where he has access to see the product. The primary goal of this research is to analyze the customer expectation and usability of the online shopping in Bangladesh. The theoretical framework discusses in brief about the customer expectation and effect of retention on customer satisfaction. The study on customer expectation and online shopping usability has been done from the perspective of a firm performing online business. To understand the customer satisfaction and loyalty level of online Bangladeshi shoppers, I pursued with the collection of quantitative data with the help of survey. This study has no limits regarding different product categories. From marketing and strategic point of view I will point out those factors that might affect the customers, while purchasing goods online. Price, time saving and convenience were identified as important factors which lead to certain buying behavior in online shopping. To measure the customer satisfaction and loyalty of online shoppers in Bangladesh, the survey results are calculated with the help of SPSS software. The results of the survey reveal that while a moderate percentage of Bangladeshis are satisfied with online shopping only less than half of them stay loyal to their online sellers. However, on the long run, these customers will be loyal and can be retained only when online businesses constantly satisfy them by providing detailed product information on websites, superior customer service, quality and timely delivery of goods and importantly effective website designs. This study does not control the differences across product categories. The study, focus on overall online shopping experience of Bangladeshi consumers. This research contributes to the study of online shopping customer satisfaction and loyalty in Bangladesh, and identifies the factors that might, influence the customer, while doing online shopping.
Appears in Collections:Magisteruppsatser (Informatics)

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