Analysis of Delivery Issues that Customer Face Upon E-Commerce Shopping
Keywords:
Online delivery, ecommerce, online shopping, service industry, delivery issuesAbstract
The highly competitive ecommerce sector relies heavily upon its delivery services for the final product to reach a customer. A failure at any step of the delivery process leads to customer dissatisfaction and failure of customer retention. This study tries to understand which of the commonly faced delivery issues are the most regular and how likely they are to occur when a customer often shops online. Review of literature yielded the significance of efficient delivery systems for such companies. The study recorded 154 responses on an objectively prepared questionnaire and studied the results statistically. Four major factors were identified that influence the types of issues a customer is likely to experience. Ecommerce companies can utilize these results in order to understand at what points of the process delivery issues occur and can be avoided.
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