E-COMMERCE AND CUSTOMER SATISFACTION (A STUDY OF JUMIA.COM AND OLX.COM)

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E-COMMERCE AND CUSTOMER SATISFACTION (A STUDY OF JUMIA.COM AND OLX.COM)

ABSTRACT

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.


TABLE OF CONTENT

Pages

Title Page                                                                                                                   

Certification                                                                                                                ii                     

Dedication                                                                                                                  iii

Acknowledgement                                                                                                      iv

Abstract                                                                                                                      v

Table of Content                                                                                                         vi

 

CHAPTER ONE: INTRODUCTION                                                                               

1.1       Background to the Study                                                                               1         

1.2       Statement of the Problem                                                                               3                     

1.3       Aim and Objectives of Study                                                                         4                     

1.4       Relevant Research Questions                                                                         4                     

1.5       Relevant Research Hypotheses                                                                       5

1.6       Significance of the Study                                                                               5

1.7       Scope of the study                                                                                          5

            References                                                                                                      6

 

CHAPTER TWO: LITERATURE REVIEW                                                                 

2.1       Preamble                                                                                                         8         

2.2       Theoretical Framework of the study                                                               9

2.3       Empirical Review of Previous works in the area of study                              10       

            References                                                                                                      22

CHAPTER THREE: RESEARCH METHODOLOGY                                     

3.1       Preamble                                                                                                         25

3.2       Research Design                                                                                             25

3.3       Population of study                                                                                        25

3.4       Sampling Procedure and sample size                                                              26

3.5       Data Collection Instrument and validation                                                    26

3.6       Method of Data Analysis                                                                               27

3.7       Limitation of the Methodology                                                                      27

            References                                                                                                      29

CHAPTER FOUR: DATA PRESENTATION AND ANALYSIS 

4.1       Preamble                                                                                                         30

4.2       Analysis of respondents’ Bio-Data                                                                    32

4.3       Analysis of Questionnaire items                                                                        44

 

CHAPTERFIVE: SUMMARY, CONCLUSION AND RECOMMENDATION        

5.1       Summary                                                                                                         46

5.2       Conclusion                                                                                                      48

5.3       Recommendations                                                                                          48

            Bibliography                                                                                                   49

            Appendix                                                                                                        54

 

 

 

 

CHAPTER ONE

INTRODUCTION

1.1              Background to the Study

 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. Significant changes are happening in product retailing with the introduction of online shopping, especially in terms of channel development and coordination, business scope redefinition, the development of fulfillment centre model and core processes, new ways of customer value creation, online partnerships and general customer satisfaction. In fact the role of online marketing itself has undergone some significant changes in the last few years in Nigeria (Irene 2004). The electronic commerce segment of the retail market has witnessed tremendous growth in terms of participation in the Nigerian economy in the past few years. According to Johnson, (2012) over 100 firms both local and foreign have shown greater interest in the sector alleged to worth over $50 billion annually. The industry has no doubt opened doors for the coming generation of young Nigerian entrepreneurs. Electronic commerce industry has no doubt increased the percentage of local content in products and services as well as increased utilization of local capacity.

Ayo, Adewoye and Oni (2011) asserted that the adoption of e-commerce in Nigerian business organizations has increased since the users of internet in Nigeria has grown from 0.1% in 2000 to 29.5% of its population in 2014 and still has the potential to grow higher. Tunde (2014) also noted that online retail market in Nigeria has significantly impacted the nation’s economy. In the same vein, Mary-Anne (2008) affirmed that e-commerce has offered a level playing ground for large businesses, as well as small and medium-scale enterprises (SMEs) to operate in the global market-place; and for regional businesses and communities to participate in social, economic and

cultural networks seamlessly across international boundaries. E-commerce refers to the use of communications technology particularly the internet to buy, sell and market goods and services to customers. The Internet has brought about a fundamental shift in national economies that are isolated from each other by barriers to cross-border trade and investment; isolated by distance, time zones and language; and isolated by national difference in government regulations, culture and business systems (Mohammad, 2004).

 

A customer is said to be satisfied when products and/or services meetthe expectation of the customer. Trust which is a belief that one can rely upon a promise made by another (Pavlou, 2003), is an important factor in customer satisfaction. Stewart, Ellis, Johnson and Meyer (2009) define trust in electronic commerce as the subjective probabilitywith which consumers believe that an online transactionwith a web retailer will occur in a manner consistent withtheir expectations. Scholars have identified lack of trustas one of the main reasons for consumers’ cynicismtowards electronic commerce. In the context of ecommerce,trust beliefs include the online consumers’beliefs and expectancies about trust-related characteristics of the online seller (McKnight and Chervany,2002). The online consumers desire the online sellers tobe willing and able to act in the consumers’ interests, tobe honest in transactions (not divulging personalinformation to other vendors), and to be capable ofdelivering the ordered goods as agreed.According to Mahmood (2004), the trust factor hassignificant positive contributions to consumers’ online shopping behaviour. Jiang, Chen and Wang (2008) argued thatconsumer trust is a critical enabler of successful onlineretailing and knowledge is one important factorinfluencing the level of trust. The work of Gefen (2003)and Al-Dwairi, Chappel and Feindt(2009), among others presented anintegrated trust model with the technology acceptancemodel for business-to-consumer (B2C) e-commerce.

It is very important that customers are content with the products and servicesprovided by the particular internet shop as satisfied customers arelikely to be loyal and make repeat purchases which willincrease profitability of that particular e-commerce company. In this study, the concept of satisfaction will be referred in terms of outcome by comparingthe prior expectation and the perceived performance for eachantecedent factor in order to measure the attitude of the respondents for each of thosefactors.Many studies have been carried out to investigate the various degree of influence that e-commerce has on business development in Nigeria using different sectors of the economy but there seems a dearth of research that has specifically studied the relationship between e-commerce adoption and customer satisfaction using online shops. Based on this, this study takes a comparative analysis of E-commerce and customer satisfaction in Jumia and OLX.

E-COMMERCE AND CUSTOMER SATISFACTION (A STUDY OF JUMIA.COM AND OLX.COM)

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A Research proposal for e-commerce and customer satisfaction (a study of jumia.com and olx.com):
A Review on e-commerce and customer satisfaction (a study of jumia.com and olx.com), ecommerce, customer, satisfaction project topics, researchcub.info, project topic, list of project topics, research project topics, journals, books, Academic writer.
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... business administration project topics

E-COMMERCE AND CUSTOMER SATISFACTION (A STUDY OF JUMIA.COM AND OLX.COM)

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  • CATEGORY : BUSINESS ADMINISTRATION
  • TYPE : PROJECT MATERIAL
  • FORMAT : MICROSOFT WORD
  • ATTRIBUTE : Documentation Only
  • PAGES : 59 Pages
  • CHAPTERS : 1 - 5
  • PRICE : ₦ 3,000.00

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