Customers’ satisfaction level regarding e-commerce in Bangladesh during COVID-19

Tanzila Rahman Lubna
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Tanzila Rahman Lubna: Department of Business Administration, Pundra University of Science & Technology, Bogura, Bangladesh.

International Journal of Science and Business, 2022, vol. 15, issue 1, 94-101

Abstract: COVID-19 is not a matter of fear and damage only; it also affects the economy of the country. But the fact, it also tends to bring some change in the economy besides the challenges. Due to the lockdown during COVID-19, the online business which is called e-commerce in a broader sense becomes accelerated. There are many entrepreneurs who start-up online businesses and people also get involved in selling too. So, to keep improvement and sustainability, the service provider must ensure customer satisfaction. To measure the customer satisfaction level, I preferred to study with the SERVQUAL model with the perception of respondents. The questionnaire is divided into two categories; one is the personal profile of the respondents and their perception regarding tangibility, reliability, responsiveness, assurance, and empathy. Except for the tangibility factor customers are neither satisfied nor dissatisfied with the attributes. So, only customer satisfaction of tangibility factor is not enough to build long-term customer relationships and stable business growth. It is high time for the online professional and service provider to ensure broad study on customer and probe the desire, it is not enough to figure out the desire only, and they must ensure filling it to make the customer satisfied regarding the product and service of e-commerce in Bangladesh during COVID-19.

Keywords: Customer satisfaction; Ecommerce; COVID-19; SERVQUAL Model. (search for similar items in EconPapers)
Date: 2022
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Citations: View citations in EconPapers (1)

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