Role of E- Commerce in Improving Customers Satisfaction
CHAPTER ONE
OBJECTIVE OF THE STUDY
- To appraise the nature of e- commerce business services
- To appraise customer satisfaction and factors determining customer satisfaction
- To determine the role of e-commerce in improving customer satisfaction
- To determine the JUMAI e-commerce services in improving customer satisfaction
CHAPTER TWO
LITERATURE REVIEW
Conceptual Review
E-commerce is any transaction made over the internet most often it involves the transfer of goods, services or information. It is the buying and selling of goods and services, or the transmitting of funds or data, over an electronic network, primarily the internet. The term e- commerce and e- business are often used interchangeably (Rouse, 2016). E-commerce is the conduct of business via internet which relates to activity of information searching, information sharing, purchasing or exchanging products and services also maintaining customers relationships without face to face meeting unlike transactions done in traditional way. E-commerce takes on to technologies such as mobile commerce, electronic fund transfer, supply chain management, electronic data interchange inventory management system, and automatic data collection systems. Modern electronic commerce typically uses the World Wide Web for at least one part of the transactions life cycle, although it may also use other technologies such as e-mail. E-commerce is usually associated with buying and selling over the internet or conducting any transaction involving the transfer of ownership or rights to use goods or service through a computer mediated network.
This study examines the influence of e-commerce on customer satisfaction, especially in lagos Metropolis, where lagos is the state capital of lagos State in north-western Nigeria. lagos is a trade center and a major transportation hub, with a population at 760,084 as of the 2006 Nigerian census (National Bureau Statistics). Urbanization over the past years has created an increasingly large population, now estimated to be around 1.3 million. lagos is an industrial center of Northern Nigeria, with manufacturing industries of products such as textiles, machinery, steel, aluminum, petroleum products and bearings. Automobile manufacturing relics an important part of lagos’s economy, also one of Nigeria’s four main oil refineries is located in lagos. It is supplied by a pipeline from the Niger Delta oil fields (Encyclopædia Britannica, 2016). lagos is known to have many institutions of learning like the Nigerian Defence Academy, lagos state university and lagos state polytechnic. Due to the activities that go on in the metropolis of lagos, it serves as a good sample to estimate customer satisfaction derived from E-commerce.
CHAPTER THREE
RESEARCH METHODOLOGY
Research Design
According to Asika (1991) research design means the structuring of investigation aimed at identifying variables and their relationship to one another. Akuezuilo (1990) sees research design is essentially the plan, structure and strategy of investigation conceived so as to obtain answers to research questions. It constitutes guidelines which direct the researcher towards solving the research problem. Hence research design constitutes the blue print for collection, measurement and analysis of data. For this study, the research design is survey type of research.
CHAPTER FOUR
DATA PRESENTATION AND ANALYSIS
Data Presentation and Analysis
Table Respondent number of working experience or being a customer with Jumia.
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATIONS
Summary
Commercial services offered through the Internet are more frequently described as e- commerce. This is simply because there is no physical contact between the customer and and the seller. In fact, some market watchers are beginning to argue that such transactions are real indeed and can no longer be described as “virtual”. Given the overwhelming success of e- commerce, sellers in Nigeria are gradually embracing Internet payment and radical changes are beginning to take place in Nigerian business landscape.
Chapter one of this study begun with the introduction of the study which set out to assess the impact of e-transaction as it affects customer satisfaction with jumia.
Chapter two focuses on existing literature (the work of others) in respect of this study area. perspective in Nigeria, Structure of the Nigerian online vendors . Similarly, the Financial Services in the Nigerian business cycle, origin and operations of e-transactions, the concept of e- commerce, the evolution of e- commerce in Jumia, e- commerce products/services in Jumia, benefits of e- commerce to Jumia and customer, merits and demerits of e- commerce in Nigeria, impediment to e- commerce in Nigeria, elements of customer satisfaction in Jumia and relationship of e- commerce to customer satisfaction.
Conclusions
Expectations have a central role in influencing satisfaction with services, and these in turn are determined by a very wide range of factors – lower expectations will result in higher satisfaction ratings for any given level of service quality. This would seem sensible; for example, poor previous experience with the service or other similar services is likely to result in it being easier to pleasantly surprise customers. However, there are clear circumstances where negative preconceptions of a service provider will lead to lower expectations, but will also make it harder to achieve high satisfaction ratings – and where positive preconceptions and high expectations make positive ratings more likely.
Technology is undoubtedly a very important tool of every company‟s competitive strategy. It could draw the line between success and failure. E- commerce, which has resulted from the blossoming Internet technology, obviously has many benefits for the financial system. Unfortunately, Nigerian companies cannot immediately reap the digital dividend because of poor telecommunications infrastructure.
Since e -commerce is targeted, in most cases, at the public by way of mass marketing, users must have access to cheap, fast and easy telecommunication tools. The poor in Nigeria are financially forbidden from participating. The roll-out of GSM cannot solve telecommunications problem given the high cost of tariff.
Recommendations
e -commerce has become a necessary survival weapon and is fundamentally changing the business worldwide. Today, the click of a mouse offers Jumia’s customers services at a much lower cost and also empowers them with unprecedented freedom in choosing vendors for their financial service needs. No country today has a choice-whether to implement e- commerce or not given the global and competitive nature of the economy. Jumia have to upgrade and constantly think of new innovative customized packages and services to remain competitive. The invasion of business by technology has created an information age and rendered e -commerce more appealing.
In view of the findings of this study it is concluded that e- commerce in Nigeria is yet to create any significant impact on service delivery, which will consequently lead to improved customer satisfaction.
Based on the findings of this research, it is recommended that:
- Much need to be done in the area of creating awareness about the availability of e -commerce products and services, how they operate and their benefits. Jumia should organise public exhibitions and talk shows and make products accessible to all customers. In addition, they should improve their service delivery to justify the benefits of e- commerce products and services. This way, customers‟ interest would be aroused.
- Jumia should try to win customers‟ confidence by providing adequate security of transaction back up of critical data files and alternative means of processing information. They should also ensure good connectivity and power base that will enable them serve customers faster and more conveniently. Jumia should ensure that at no time should service cease as a result of network problem.
References
- Aladwani, A. (2001). “e -commerce: A Field Study of Drivers, Development
- Challenges and Expectations”, International Journal of Information Management, 21, pp 213–225.
- Akuezuilo, E.O and Nnadozie, B.M (1995): Research Method and Statistic in
- Education, Social and Management Science. New Century Publisher, Awka, Nigeria.
- Backman T.N; Williams R.D and James E. Engel (1967): Marketing. Ronald Press, New York.
- Barry C. (1974): Marketing for Banks Executives. First Edition. Manson and Lipscomb publishing Company.
- Burr, W. (1996). “Wie Informationstechnik die Bankorganisation verändern könnte”, Bank und Markt, 11, pp 28–31.
- Daniel, E. (1999) “Provision of Electronic Banking in the UK and the Republic of Ireland”, International Journal of Bank Marketing, 17. 2. pp 72–82.
- Drucker Peter (1964): Managing for Results. Harper and Row Company, New York E-Commerce Journal (2008) “Nigeria is hungry for e-commerce”
- Floh, A and Treblmaier. (2006) “What keeps the e- commerce customer loyal? A Multigroup analysis of the moderating role of consumer characteristics on e-
- loyalty in the financial service industry” Journal of Electronic Commerce Research, Vol. 7, No.2
