Abstract
The World Wide Web and the medium of internet have invaded the world from all directions and it has transformed the business and economies into series of electronic financial transactions. E-Commerce is a relatively new born phenomenon and this study explores into the realm of Business-to-Customer e-commerce customer satisfaction in Pakistan and Turkey. The methodology used to extract primary data is the contingency valuation approach; questionnaire. In total 205 Questionnaire were filled and collected online which constituted 110 surveys from Pakistan and 95 surveys from Turkey. The study uses descriptive analysis and also two sample t-test to test the hypothesis of the study which is that there is no difference in the levels of Business-to-Customer e-commerce customer satisfaction in Pakistan and Turkey. The findings of the study reveal that there is no significant difference between the levels of Pakistan and Turkey as the individual factors affecting e-commerce customer satisfaction do not differ in intensity. There are few differences but mainly the countries are on converging paths in this context.
Highlights
In this consumer driven world economies it is very vital to comprehend the needs and wants of the potential consumers at large and to probe into how satisfied or happy they are from an organization’s product or service.Internet and the World Wide Web have amended the business competitions and tailored the Business-to-Consumer (B2C) relationship by introducing an innovative retailing platform that provides for electronic one-on-one communication with the customers
Other question asking about the payment methods, the results show that preference of both Pakistani and Turkish sample for credit or debit cards for their online shopping
T-Test of difference = 0: T-Value = -1.02 P-Value = 0.312 DF = 7. It can be seen from the descriptive statistics that we do have small differences between the samples of the two countries but overall taking into consideration all the factors collectively, Pakistan and Turkey have similar B2C e-commerce customer satisfaction
Summary
In this consumer driven world economies it is very vital to comprehend the needs and wants of the potential consumers at large and to probe into how satisfied or happy they are from an organization’s product or service. The use of electronic technology in strategic ways can boost to improve the overall customer to business relationship and can yield customer satisfaction which could serve as the basis of competition within the cyberspace industry and result innovative businesses methods for a firm (Hair & Keep, 1997). As per the report of Neilsen 2014, the internet penetration rates in Pakistan and Turkey are 15% and 43% respectively. These rates are very low compared to developed countries. The pre-requisite to e-commerce is the use and acceptance of internet and with these low rates in both countries it is very vital to conduct researches and promote projects to make a way through for e-commerce industry (Neilsen, 2014)
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