Fraudulence Issues in E-commerce and its Remedies: Cases during COVID-19 Pandemic in Bangladesh

Abstract

This research aims at determining the present position, customer satisfaction, fraudulence practice and protective remedies in the COVID-19 pandemic situation. The primary data is collected from commercial port city Chattogram in Bangladesh during June, 2021 to July, 2021 by survey questionnaire method from 120 respondents of systematic random sampling in randomized block design. Descriptive statistics, Chi-Square test, Mann-Whitney Test and Kruskal-Wallis test methods are used to verify data and test the hypothesis. The study shows, there is no relation between product purchase with during and before COVID-19 period. But there is a relation between payment methods with COVID-19 period, which shows mobile banking (bKash / Nagad / Rocket) is increases in E-commerce transaction during COVID-19 period. The survey result shows female has significantly higher satisfaction in online transaction than male. Also the lower age group (25 or less years) and lower education level (HSC) are significantly more satisfied than higher age group and education. The customers are significantly much satisfied during the COVID-19 pandemic situation than the before COVID-19 period, as the E-commerce system is most convenient system in the situation. The result shows there is no effect of fraudulence practice on gender, age group and education level in the E-commerce in Bangladesh. But the online fraudulence practice increases during the COVID-19 period from before COVID-19 period, specially no refund after returning product fraudulence arise, which didn’t exist before the pandemic situation and not getting delivery fraudulence is increased in the pandemic situation. It is observed that most of the customers do not take any action against E-commerce fraudulence. So, awareness program may be conducted with the E-commerce customers about the rules and regulations and Government should take action against fraudulence to recovery the customer loss and stop the fraudulence practice to create an excellent E-commerce environment. As a result, the present E-commerce market will increase gradually as a safe online market place with full customer satisfaction in the society during the COVID-19 pandemic situation in Bangladesh.