Analysing E-commerce from the Customer's Perspective: Opportunities and Challenges

Doldran Tarja^*
*Correspondence: Doldran Tarja, Department of Marketing, University of Western Australia, Perth, Australia, Email:

Keywords

E-commerce • Businesses • Digital marketplace

Introduction

The Influence of Digital India on Internet Expansion and the Uptake of Leading Strategies in India's E-commerce Landscape. India has experienced a remarkable surge in its number of internet users, reaching an impressive 760 million connections. This notable increase can, in part, be attributed to the government's initiative, Digital India, which is geared towards fostering digital connectivity and technological advancement. Among these internet users, 61% reside in urban areas, with a noteworthy 97 connections relying on wireless technology. Recognizing the significance of incorporating the latest strategies from more advanced nations is vital in order to enhance competitiveness and ensure wider accessibility at a reduced cost. Emerging economies like India are actively embracing these innovative approaches to stimulate economic growth and meet the escalating demands of their population. By adopting such practices, India's e-commerce sector can aspire to achieve greater efficiency, affordability, and cater to a broader spectrum of consumer needs [1].

Literature Review

In this study, a descriptive research design was employed as the chosen methodology, with the objective of delivering a comprehensive understanding of the subject matter. The determination of the sample size followed Watson Jeff's method for sample size calculation. In this context, the experimenter opted for a sample size of 101 online buyers, taking into account a confidence level of 95%, a margin of error of 3%, and an estimated population size of 100,000. The exploration methodology encompassed several crucial components, including the selection of the research design, the specification of the sampling system and size, the identification of data sources, the deployment of data collection instruments, and the tools used for data analysis. The selection of the descriptive exploration design was guided by the goal of examining and presenting the distinct characteristics and attributes of various e-commerce business models and revenue models. To gather responses from the designated participants, an accessible sampling system was adopted. The sample size of 101 online buyers was deemed adequate to derive meaningful conclusions within the established parameters of the study [2].

Discussion

E-commerce, despite its myriad advantages and growth potential, is accompanied by several challenges that impact both businesses and consumers. Some of the primary challenges within the realm of e-commerce encompass security and privacy concerns, where safeguarding sensitive information like personal and financial data is of paramount importance. Cyber security threats, such as data breaches and hacking, can undermine customer trust and result in financial losses. Additionally, adhering to a myriad of legal and regulatory requirements, spanning consumer protection laws, privacy regulations, and taxation obligations, poses a complex and time-consuming task for e-commerce businesses, particularly as regulations evolve across different jurisdictions. As e-commerce enterprises grow, effectively managing inventory, order fulfilment, and customer support is imperative. Moreover, understanding and adapting to shifting consumer preferences and behaviours is vital in e-commerce, as changes in shopping habits, the demand for personalized experiences, and the adoption of new technologies necessitate continuous innovation and adaptability. Establishing trust and credibility in the online marketplace can be challenging, with consumers often cautious about making online purchases from unfamiliar or untrusted websites. This can result in lower conversion rates for businesses, highlighting the importance of fostering trust through customer reviews, secure payment options, and transparent policies [3,4].

The timely and reliable delivery of products is a critical aspect of e-commerce. However, logistics and shipping challenges, encompassing delays, damaged goods, and high shipping costs, can significantly impact customer satisfaction. To overcome these challenges, efficient supply chain management and partnerships with reliable logistics providers are essential. Expanding e-commerce operations globally introduces complexities tied to customs regulations, taxes, and cross-border shipping. Adhering to international trade laws and navigating cross-border intricacies can be a daunting task for businesses, particularly small and medium-sized enterprises. E-commerce has substantially reduced barriers to entry, leading to fierce competition and market saturation in numerous industries. Competing effectively and capturing market share necessitates innovative strategies, unique value propositions, and adept digital marketing techniques. E-commerce heavily relies on a robust technological infrastructure, including stable internet connectivity, secure payment gateways, and user-friendly websites or mobile applications. In regions with limited technological infrastructure, engaging in e-commerce activities can be challenging. Providing a seamless and personalized customer experience is crucial in e-commerce. Nevertheless, challenges encompassing website navigation, product information accuracy, responsive customer support, and handling returns or exchanges can markedly influence customer satisfaction and loyalty [5,6].

Conclusion

The data for this study has been gathered from both primary and secondary sources. The experimenter obtained information from respondents using a structured questionnaire administered through Google Forms. The analysis of the collected data was conducted using descriptive analysis and a weighted average ranking score system.

Acknowledgement

None.

Conflict of Interest

The authors declare that there is no conflict of interest associated with this manuscript.

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