Accounting & Marketing

Examining the Customer's Viewpoint on the Opportunities and Challenges of E-Commerce

Abstract

Arnold Japutra*

The advent of e-commerce has revolutionized the way businesses operate and customers engage in transactions. This study aims to examine the customer's viewpoint on the opportunities and challenges presented by e-commerce. By understanding the perspective of customers, businesses can better tailor their strategies to meet the evolving needs and expectations of the digital consumer. The study utilizes a qualitative research approach, incorporating interviews and surveys with a diverse range of customers who have experience with e-commerce platforms. The data collected is analyzed using thematic analysis to identify key themes and patterns that emerge from the customer's viewpoint. The findings reveal a multitude of opportunities that e-commerce presents to customers. These include convenience and accessibility, a wide range of product options, competitive pricing, and personalized shopping experiences. Customers appreciate the ability to shop anytime and anywhere, compare prices effortlessly, and have products delivered directly to their doorstep. The digital marketplace also offers enhanced customer support through live chat features and user reviews, allowing customers to make informed purchasing decisions.