IDEAS home Printed from https://ideas.repec.org/a/aif/journl/v15y2022i1p94-101.html
   My bibliography  Save this article

Customers’ satisfaction level regarding e-commerce in Bangladesh during COVID-19

Author

Listed:
  • Tanzila Rahman Lubna

    (Department of Business Administration, Pundra University of Science & Technology, Bogura, Bangladesh.)

Abstract

COVID-19 is not a matter of fear and damage only; it also affects the economy of the country. But the fact, it also tends to bring some change in the economy besides the challenges. Due to the lockdown during COVID-19, the online business which is called e-commerce in a broader sense becomes accelerated. There are many entrepreneurs who start-up online businesses and people also get involved in selling too. So, to keep improvement and sustainability, the service provider must ensure customer satisfaction. To measure the customer satisfaction level, I preferred to study with the SERVQUAL model with the perception of respondents. The questionnaire is divided into two categories; one is the personal profile of the respondents and their perception regarding tangibility, reliability, responsiveness, assurance, and empathy. Except for the tangibility factor customers are neither satisfied nor dissatisfied with the attributes. So, only customer satisfaction of tangibility factor is not enough to build long-term customer relationships and stable business growth. It is high time for the online professional and service provider to ensure broad study on customer and probe the desire, it is not enough to figure out the desire only, and they must ensure filling it to make the customer satisfied regarding the product and service of e-commerce in Bangladesh during COVID-19.

Suggested Citation

  • Tanzila Rahman Lubna, 2022. "Customers’ satisfaction level regarding e-commerce in Bangladesh during COVID-19," International Journal of Science and Business, IJSAB International, vol. 15(1), pages 94-101.
    • Handle: RePEc:aif:journl:v:15:y:2022:i:1:p:94-101
    as

    Download full text from publisher

    File URL: https://ijsab.com/wp-content/uploads/2010.pdf
    Download Restriction: no
    File URL: https://ijsab.com/volume-15-issue-1/5298
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Tucker, Catherine & Zhang, Juanjuan, 2007. "Long Tail or Steep Tail? A Field Investigation into How Online Popularity Information Affects the Distribution of Customer Choices," Working papers 39811, Massachusetts Institute of Technology (MIT), Sloan School of Management.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Zhihong Ke & De Liu & Daniel J. Brass, 2020. "Do Online Friends Bring Out the Best in Us? The Effect of Friend Contributions on Online Review Provision," Information Systems Research, INFORMS, vol. 31(4), pages 1322-1336, December.
    2. Heski Bar-Isaac & Guillermo Caruana & Vicente Cunat, 2012. "Search, Design, and Market Structure," American Economic Review, American Economic Association, vol. 102(2), pages 1140-1160, April.
    3. Engström, Per & Forsell, Eskil, 2018. "Demand effects of consumers’ stated and revealed preferences," Journal of Economic Behavior & Organization, Elsevier, vol. 150(C), pages 43-61.
    4. Gal OEstreicher-Singer & Barak Libai, 2011. "Assessing Value in Product Networks," Working Papers 11-29, NET Institute, revised Sep 2011.
    5. Andreas Hefti & Julia Lareida, 2021. "Competitive attention, Superstars and the Long Tail," ECON - Working Papers 383, Department of Economics - University of Zurich.
    6. Claussen, Jörg & Kretschmer, Tobias & Mayrhofer, Philip, 2010. "Private Regulation by Platform Operators – Implications for Usage Intensity," Discussion Papers in Business Administration 11374, University of Munich, Munich School of Management.
    7. Alexander Cuntz, 2018. "Creators’ Income Situation in the Digital Age," LIS Working papers 755, LIS Cross-National Data Center in Luxembourg.
    8. Sanjeev Dewan & Jui Ramaprasad, 2012. "Research Note ---Music Blogging, Online Sampling, and the Long Tail," Information Systems Research, INFORMS, vol. 23(3-part-2), pages 1056-1067, September.
    9. Andres Hervas-Drane, 2007. "Word of Mouth and Taste Matching: A Theory of the Long Tail," Working Papers 07-41, NET Institute, revised Jan 2009.
    10. Ajay Agrawal & John Horton & Nicola Lacetera & Elizabeth Lyons, 2015. "Digitization and the Contract Labor Market: A Research Agenda," NBER Chapters, in: Economic Analysis of the Digital Economy, pages 219-250, National Bureau of Economic Research, Inc.
    11. Qian Wang & Jijun Yu & Weiwei Deng, 2019. "An adjustable re-ranking approach for improving the individual and aggregate diversities of product recommendations," Electronic Commerce Research, Springer, vol. 19(1), pages 59-79, March.
    12. Saeed Pahlevan Sharif & Paolo Mura, 2019. "Narratives on Facebook: the impact of user-generated content on visiting attitudes, visiting intention and perceptions of destination risk," Information Technology & Tourism, Springer, vol. 21(2), pages 139-163, June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aif:journl:v:15:y:2022:i:1:p:94-101. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Farjana Rahman (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.