Factors limiting consumer’s preference towards the online shopping; a critical analysis

E. Soundrapandian () and K. Priya
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E. Soundrapandian: Vivekanandha College of Arts & Sciences for Women (Autonomous), Ph.D., (Part-Time/Commerce) Research Scholar, PG & Research Department in Commerce
K. Priya: Vivekanandha College of Arts & Sciences for Women (Autonomous), Professor & HOD of Commerce, PG & Research Department in Commerce

A chapter in Proceedings of the 3rd International Conference on Reinventing Business Practices, Start-ups and Sustainability (ICRBSS 2023), 2024, pp 249-258 from Springer

Abstract: Abstract Many consumers worry about the safety of their personal and financial information when making online transactions. Cases of data breaches and cyber-attacks have made some people hesitant to share their details online, which can act as a significant deterrent. Another key factor is the inability to physically inspect products. Unlike traditional brick-and-mortar stores, online shoppers can’t touch, feel, or try on items before purchasing them. This lack of physical interaction can lead to uncertainty about the quality and suitability of the products, making some consumers hesitant to buy. Shipping and delivery issues can also be limiting factors. Consumers may worry about delays, shipping costs, or the possibility of receiving damaged or incorrect items. The convenience of online shopping can be offset by these concerns, leading some individuals to prefer in-store purchases where they can take their items home immediately. Additionally, the absence of face-to-face interactions with sales associates can limit consumers’ ability to ask questions, seek advice, or receive personalized recommendations. While online retailers provide chat support and customer service, some customers may still miss the in-person assistance offered by traditional stores. Finally, for some consumers, the digital divide is a significant limitation. Not everyone has access to the internet, the necessary devices, or the digital literacy required for online shopping. This lack of access can exclude a portion of the population from participating in e-commerce. In conclusion, while online shopping offers many advantages, factors such as security concerns, the inability to physically inspect products, shipping issues, the absence of in-person interactions, and the digital divide can limit some consumers from fully embracing this retail method. Addressing these concerns and enhancing the online shopping experience is essential for e-commerce platforms to attract a broader customer base.

Keywords: Social media; offer and Discount; Advertising; online shopping and consumers (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-374-0_22

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