Strategies To Maintain Customer Satisfaction And Increase Trust Level On Electronic Shopping
ABSTRACT
One of the most important things
to perform in the process of guaranteeing clients' delight and higher trust
level is to develop a marketing plan for electronic shopping. The owners of
businesses must devise strategies to get a competitive edge over rivals.
Reducing the occurrence of the many dangers that online buyers face is one of
the techniques to be used.
The goal of the study
was to identify the variables that influence consumers' willingness to engage
in online purchasing. These were taken into account when devising tactics to
boost levels of satisfaction and trust. It specifically attempted to achieve
the following goals: 1.) To display demographic profiles by age, gender, and
kind of employment. 2.) To learn how
frequently respondents experience usability of the various factors in online
shopping 3.) To learn how frequently the respondents encounter financial risk,
product risk, convenience risk, non-delivery risk, and safety and security risk
4.) To see if there is a significant difference in the respondents' encounters
as to frequency of occurrence for all types of risks across age groups, gender,
and nature of work groups. 5. To pinpoint the issues limiting client pleasure
and trust in online shopping services. 6.) To create techniques for use in
electronic shopping services that will raise consumer satisfaction and trust
levels.
In this study, the
descriptive methodology was used. The main tool utilized to get data from the
102 respondents was a structured questionnaire. In order to supplement the
responses provided on the survey questionnaires, interviews were conducted at
random with the chosen employed, businessmen, professionals, students, and
unemployed respondents. The percentage, weighted mean, Likert scale, ranking,
analysis of variance (ANOVA), and t-test using computed and tabular t-values
are the statistical tools used to present, analyze, and interpret the data.
The following were the
most important findings: 1.) The cost of shipping is the most frequent
financial risk. Sometimes the weight of the goods is excessive for the prices
being paid. The prices are not uniform;
certain items have greater pricing than usual due to the packaging rather than
the real value of the goods. 2.) Online buyers occasionally worry about faulty
goods, delivery expenses, credit card fraud, and other issues that come up as a
result of their transaction. 3.) The possibility of having trouble locating the
product occasionally arises since it is tiring to search through the many
product lines. Customers stop buying altogether as a result. Customers shop at
online retailers, yet they want the merchandise quickly. 4. Because merchants
make sure that the products are delivered to their consumers in the best
condition possible, the risk of damaged goods occurs infrequently. They are
correctly, safely, and appropriately sized and packed. 5. It is extremely rare
for personal information to be disclosed to third parties. It is prohibited by
law to reveal consumer data, such as personal information, to third parties. As
a result, the sellers' transactions become more reliable. 7.) All online
shoppers, when grouped according to age, gender, and line of work, have the
same frequency of encountering all forms of dangers. This is because some
shopping sites provide facilities for recommendations and reviews. They have
all hardly ever encountered those risks while shopping for technological items.
8.) The main cause of customers' dissatisfaction with their purchases is the
high delivery costs imposed by online retailers. Customers who believe that
merchants are only interested in making a profit and not the satisfaction of
their customers will have less faith in them. 9.) The respondents' responses to
questions about encounter frequency, encounter frequency for usability
attributes, and interview results form the basis for formulating strategies to
raise customer happiness and trust in online buying.