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Chapter One of E-commerce and Customer Satisfaction (a Study of Jumia.com and Olx.com)
Abstract ofย E-commerce and Customer Satisfaction (a Study of Jumia.com and Olx.com)
Electronic commerce also known as e-commerce has facilitated the emergence of new marketing strategies and business models in several industries in developing countries, Nigeria inclusive. This study examined E-commerce and Customer satisfaction. Users of and employees of Jumia.com and OLX.com served as the study population. The broad aim of the study was to examine the effect of E-commerce on customer satisfaction while other objectives were; to identify the factors responsible for consumer re-order purchase in Jumia and OLX.com and to determine causes of consumer loyalty to the online products of Jumia.com and OLX.com. Analysis of data is based on 120 copies of questionnaire administered to users of Jumia.com and OLX.com. A total of 50 copies were filled and returned from Jumia.com and 55 was filled and returned from OLX.com, making a total of 105 copies returned while 15 was withheld. The formulated hypotheses were tested using chi-square. Results of the study shows that there are factors responsible for customer re-order purchase in Jumia and OLX.com. The study therefore recommends that an online marketing organization should work at adopting policies that would reflect the factors that encourages customers to use online shops. For example, customers want to be sure of adequate security on their online transactions, they want to be sure that their personal identity and information is intact and that there is need for online shops to do a lot of advertisement based on the fact that many consumers still do not know the advantages of buying their goods online.
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