Analysis of Delivery Issues that Customer Face upon E-Commerce Shopping

Gupta, Prateek; Singh, Soumya; Sharma, Subodh; Kharayat, Gaurav; Raman, Sreedhara; Balaji, V.

doi:10.18843/ijms/v6si3/03

Cited by 5 publications

(5 citation statements)

References 9 publications

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“…These products require more secure packaging, such as bubble wrap or plastic air bags. Gupta et al (2019) and Vasudevan and Arokiasamy (2021) stated that delivery service is important and can build the trust and confidence for people to continue online shopping. This is because a delivery service that is fast and secure will give high satisfaction to customers and potentially make them leave a positive review towards the product purchased.…”

Section: Important Attributes For the Online Sellermentioning

confidence: 99%

“…Therefore, in addition to product attributes, seller attributes can be focused on for the food product marketed online. Previous researchers, such as Solomon et al (2018), Puspaningrum (2018), Gupta et al (2019), and Qadry and Yasri (2019), have stated that package condition is important because packaging is the first thing customers see when the product arrives in their hands. The seller needs to make sure that delivered products are packed securely, especially for fragile products such as thin plastic and glass or easily dented containers.…”

Section: Important Attributes For the Online Sellermentioning

confidence: 99%

See 1 more Smart Citation

Important Aspects of Food Home-Business Sales Based on Customer Review in Shopee

Yusof,

Othman,

Tiun

2024

International Journal of Asian Business and Information Management

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Business opportunities are expanding on e-commerce platforms such as Lazada, Shopee, and e-Bay. However, the Shopee app has the highest user statistics in Malaysia, making it the most suitable platform for small traders like B40 (bottom 40% income) women in Malaysia. Many B40 women experience problems identifying suitable products for sale, as well as improving their product quality. A study of customer reviews to identify the most important attributes of online food products was conducted. A Shopee scraper tool was built to acquire a home-business product dataset. Fourteen attributes were analyzed, and the top five most influential attributes were identified for both positive and negative reviews. The results show that the attributes that have the highest overall impact on online home-business food sales are taste, price, appearance, and texture as well as package condition, delivery service, and free gifts. It is noted that daily snacks and side dishes to go with main meals are suitable for year-round sales, while seasonal cookies are usually in demand only during festive seasons.

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Section: Important Attributes For the Online Sellermentioning

confidence: 99%

Section: Important Attributes For the Online Sellermentioning

confidence: 99%

Important Aspects of Food Home-Business Sales Based on Customer Review in Shopee

Yusof,

Othman,

Tiun

2024

International Journal of Asian Business and Information Management

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“…The competitiveness of m-commerce retailers also depends on the delivery policy (how the buyer receives the products) and any failure related to this is leading to the emergence of problems related to the long-term relationship with the consumer [40]. The most important issues related to the delivery policy are the delivery time, the delivery fees and the ease of changing and returning the products [41].…”

Section: Free Shipping Thresholdmentioning

confidence: 99%

“…Understanding the free delivery policy impact on e-commerce, the free shipping conditions and the significant user interaction moments were taken into account [40,49,50].…”

Section: Touchpoint Selectionmentioning

confidence: 99%

How Can SMEs Become More Sustainable? Modelling the M-Commerce Consumer Behaviour with Contingent Free Shipping and Customer Journey’s Touchpoints Optimisation

et al. 2021

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Digital technology is leading the transformation of business models into sustainable ones, expanding and changing the competitiveness scenario. This paper aims to promote a new sustainable retailer model shaped by contingent free shipping theory and the optimisation of the customer’s journey, enriching the scientific literature by proposing a consumer behavioural model that highlights the contribution of four selected touchpoints to the sustainable transformation of SMEs. The research was elaborated by deploying a framework that presents five analysis methods, namely, an additive function construction, a TOPSIS method, a Spearman rank correlation coefficient calculation, a content analysis and an analytic hierarchy process, which engender the new model. Discovering nine distinguished categories of e-tailers, the sustainable retailer profile was developed and the touchpoint with the greatest contribution to the transformation process was identified. The results of the study allowed the authors to propose the model as a solution to withstand the preponderant negative experience provided by analysed e-tailers to digital buyers, representing the opportunity for SMEs’ sustainable transformation and long-term growth in a competitive, ever-growing market.

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“…Over the past two decades, though Indians have gradually eased into the concept of online shopping, they were never fond of buying groceries online (Vaishnavi and Justus, 2020; Sunitha and Priyadharshini, 2020). However, with the unprecedented occurrence of the COVID pandemic, people were forced to shift to online/e-grocery platforms to purchase groceries (McKinsey, 2020), which has its own set of product quality issues, delivery delays and payment failures, which trigger customer dissatisfaction, complaints and switching (Gupta et al, 2019;Berlianto et al, 2019). These issues are amplified with e-grocery shopping since it involves perishable food items and fresh produce.…”

Section: Introductionmentioning

confidence: 99%

Will Indian Consumers accept click and collect service for E-grocery shopping?

Priyadharshini,

Sunitha

2024

SMART Journal of Business Management Studies

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Click and CollectService is an effective alternative to home delivery through online shopping but it is still emerging and not widely adopted in India, especially for e-grocery purchase. This study aims to explore the potential of Click and Collect (CC) service as a delivery mode for e-grocery shopping and identify the factors influencing consumers' intention to use the CC service in Chennai City, India. An email survey, used to collect data from regular e-grocery shoppers, yielded 256 responses. The results showed that 64.1 per cent of the respondents would like to use the CC service, but not pay for it. Logistic regression estimation results revealed that consumer characteristics (age, gender, working nature, personal vehicle use), e-grocery shopping frequency, satisfaction with e-grocery delivery (quality of products delivered, delivery speed, returns policy, perception of delivery charges) and COVID pandemic fear, did have significant effect on the respondents' intention to use CC service. Based on the study findings, appropriate recommendations are suggested for effective CC design and implementation by retailers, to boost consumer awareness and adoption of the CC delivery service.

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Analysis of Delivery Issues that Customer Face upon E-Commerce Shopping

Cited by 5 publications

References 9 publications

Important Aspects of Food Home-Business Sales Based on Customer Review in Shopee

Important Aspects of Food Home-Business Sales Based on Customer Review in Shopee

How Can SMEs Become More Sustainable? Modelling the M-Commerce Consumer Behaviour with Contingent Free Shipping and Customer Journey’s Touchpoints Optimisation

Will Indian Consumers accept click and collect service for E-grocery shopping?

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