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The Impact of the Problems Faced by Online Customers on Ecommerce

Author

Listed:
  • Sabou Simona

    (Technical University of Cluj-Napoca, Romania)

  • Avram-Pop Bianca

    (Technical University of Cluj-Napoca, Romania)

  • Zima Liliana Adela

    (Technical University of Cluj-Napoca, Romania)

Abstract

The purpose of this study is to identify the behavior of customers in the online environment. We analyzed the evolution, characteristics, advantages and disadvantages of this type of commerce, and its implications on the consumers. In order to identify the customers’ behavior online, we selected three variables which are characterized by time intervals of the latest online order, and six variables which analyze the main problems faced by consumers of goods/services bought online (a long shipping time, damaged products, non-compliant products, fraud related issues, underperforming complaint system, technical issues, lack of customer and legal aspects). Online commerce is less developed in the Czech Republic, Romania, Poland, Lithuania, Ireland, Bulgaria, Estonia, Slovenia and Norway. But, the advantages of ecommerce weigh more for the consumer than the problems they face, for example: online shoppers will continue to make online purchases even if they have experienced delays in delivering goods/services, damaged products, online fraud, technical problems or difficulties in finding information about the warranty of goods/services.

Suggested Citation

  • Sabou Simona & Avram-Pop Bianca & Zima Liliana Adela, 2017. "The Impact of the Problems Faced by Online Customers on Ecommerce," Studia Universitatis Babeș-Bolyai Oeconomica, Sciendo, vol. 62(2), pages 77-88, August.
    • Handle: RePEc:vrs:subboe:v:62:y:2017:i:2:p:77-88:n:5
    DOI: 10.1515/subboec-2017-0010
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    References listed on IDEAS

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    1. Freund, Caroline L. & Weinhold, Diana, 2004. "The effect of the Internet on international trade," Journal of International Economics, Elsevier, vol. 62(1), pages 171-189, January.
    2. Malkawi, Bashar H., 2006. "E-Commerce in Light of International Trade Agreements: The WTO and the United States-Jordan Free Trade Agreement," MPRA Paper 90521, University Library of Munich, Germany.
    3. Zhou, Yiwei & Wang, Xiaokun (Cara), 2014. "Explore the relationship between online shopping and shopping trips: An analysis with the 2009 NHTS data," Transportation Research Part A: Policy and Practice, Elsevier, vol. 70(C), pages 1-9.
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    More about this item

    Keywords

    e-commerce; unsatisfied customers; European states;
    All these keywords.

    JEL classification:

    • E20 - Macroeconomics and Monetary Economics - - Consumption, Saving, Production, Employment, and Investment - - - General (includes Measurement and Data)
    • F10 - International Economics - - Trade - - - General

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