Analyzing Online Shopping Issues: A Comprehensive Research Report

This report explores the significant problems clients face in online shopping, with a primary focus on poor product quality and duplication due to fraudulent online retailers. It identifies external factors like pricing, competition, and technological advancements that exacerbate these issues. The report also addresses related problems, including limited payment preferences, damaged products, and unclear website policies, which collectively erode customer trust and loyalty. The research concludes that online shopping, while convenient, presents numerous challenges for customers, particularly those lacking adequate knowledge or awareness of online retail practices. Desklib offers similar documents for students.

Research Project

Table of Contents
INTRODUCTION.......................................................................................................................3
Problems which clients are facing......................................................................................3
Critically analysis of issue which is important for client...................................................4
Other issues which clients are facing.................................................................................5
CONCLUSION............................................................................................................................6
REFERENCES............................................................................................................................7

INTRODUCTION
Research plays an important role and development of research has the main problem
and reason of getting informations. This study is all about identify the main problem which
customers or client is facing (Bilgihan, Kandampully and Zhang, 2016). The main problem
which client is facing is getting duplication or poor quality of product in online shopping. This
problem creates several other problems such as unclear website policy, differences in delivery
time by which customers get products after the expected and shown delivery date and missing
payment preferences by which customers have to refund their products and pay extra amount
to the company. Online shopping and these problems decreases customers loyalty.
Problems which clients are facing
Quality of product in online shopping
The main problem which customers (client) is facing is getting different products in
online shopping. Online shopping in on the rise as nowadays people prefer online shopping
because it saves their time and cost as they do not have to go to market. They can get Ordered
products at their home. But on the other hand, customers are facing several problems in inline
shopping. One of the main issue is getting duplicate products (Lee, Cheng and Shih, 2017).
In the context of beauty products and clothing, it can be said that product quality or
getting duplicate products is one of the main problem which many customers are facing in
online shopping. Customers claim that they do not get products or quality of products which
are being presented in pictures. Technology is increasing and with increasing technology,
competition is also growing in E-commerce industry because many Websites has become
market place for sellers. There are several people or fraudulent sellers who take undue
advantages of technology as they sell poor quality of products under the name of brands which
are becoming increasingly popular and common. Due to lack of awareness and having cast
knowledge about online shopping, customers cannot identify that whether this online website
is authenticated or fake. They become victim and receive poor quality of product and if they
return that product then they have to pay some amount for it. So, it can be said that customers
pay unnecessary amount in online shopping and do not get anything sometimes.
Sometimes, customers cannot track their delivery due to fake accounts which may give
in trouble some situations. Getting a correct size is one of the issue related to product quality

and duplication of products (Izogo and Jayawardhena, 2018). Sizes vary from brand to brand,
in online shopping. In the context of clothing and footwear, it can be said that customers can
not try products before buying them and due to duplication of products they get different sizes
of product and due to this problem, they have to refund it. So, it can be said that product
quality or duplication of product in online shopping is one of the main problem which
customers or clients are facing.
Critically analysis of issue which is important for client
External factors affecting quality
Technology
This is one of the most important factor which eventually impacts the quality of the
product. Technology is the primary determinant in the quality of product and thus greatly
influences the position and success of the organizations are not updated to the latest
technology then they might miss some important factors while delivering the product or
manufacturing it and this will lead to decreased quality of their products as well as services.
Hence, technology forms the highly significant factor which eventually decided the quality of
online products and the impression which it will have on customers (Parmar and Chauhan,
2018).
Competition
This is the another highly remarkable and significant external factor which have a great
impact on quality of the online products. The level of competition which prevails in market
becomes one of the deciding factor in quality of products. Like for example when the
competition is highly fierce in the market, then organizations begin a race with each other to
provide quality services and products to the customers and this sometimes affects quality in
negative way. Due to extreme competition, sometimes the organizations overloads their
production equipment as well as machineries and this lead to manufacturing of low quality
products and services (Pandey and Parmar, 2019).
Prices
This is another external factor which impacts the quality of products and services and
thus affects in a great way. For example- when the prices of suppliers as well as raw material
increases due to various reasons like economic situation, inflation, competition then most of
the small organizations are not able to afford such high priced raw material and thus they use

low quality material. This eventually gives rise to low quality products which are inferior in
every term from quality to the texture. Thus, this is another external factor affecting quality of
online products (Blasco Lopez, Recuero Virto and San-Martín, 2018).
Importance of quality to customers
Quality is one of the most important factor which customers consider the most while
purchasing the product. No matter what product they are purchasing, from simple stationary to
high priced electronic appliances, customers nowadays looks for quality in each and every
product thus talking of the value, customers places a high value for quality then the prices. For
example- when an organization provides a highly quality services to their customers in
affordable range then the loyalty of customers towards that organization increases and thus
their visit to that organization increases. Same happens in case of online websites. When the
online websites provide quality products to their customers then their awareness towards that
company increases and thus this increases their quality (Parmar and Chauhan, 2018).
Other issues which clients are facing
It is stated that poor quality or duplication of products is one of the main issues which
client is facing in online shopping. It decreases trust and loyalty in online shopping. This issue
is not limited with poor quality as there are several other problems which occur in online
shopping or which are somehow related to the main issue such as:
Logistic are mess: Customers get different products from once which are shown in
pictures on company's website. In other cases or sometimes, customers get effective quality
with some defects which happen at the time of delivery. Delivery boys have to deliver many
products and due to heavy demands, customers get products with either lost packages or
damaged while in transit (Tom and CH, 2019.). This is one of the main problem related to
quality of products. When they get damaged goods and when they claim to company then
company deny accepting it as a refund as they comment to customers that it does not happen
because of the company. So, customers have to accept it as per the terms and conditions of the
company.
Unclear website policy: There are several websites are available and it is increasing
day by day. Most of the website do not have clear website policies for return as well as refund.
When customers get poor quality of products or damaged products then they cannot apply for
return due to lack of clear and concise website policies. Sellers sometimes reject customers

claim to return or refund. It is one of the main problem related to poor quality issue which
client is facing. It can also be said that there are several Website who do not have clear outline
on the guarantee and warranty of products. So, it can also be said that it is related to product
quality and major issue occur in online shopping.
Payment preferences are limited: This is one of the common problem in online
shopping as most of the time customers do not have knowledge that how to make payment if
they do not have debit card option which they mainly use. Due to lack of awareness of lack of
payment options, customers become bind and stuck with online payment. With online frauds
picking up steam, many customers prefer paying cash on delivery. Customers are complaining
that they do not have payment options and it is one of the major problem as they cannot trust
again if they get poor quality of products once (Sayyaadi and et.al., 2019).
So, from the above discussed problems, it can be said that online shopping is not
beneficial for people who do not have proper knowledge. It creates several problems and poor
quality is one of the hot issue in online shopping which many customers or client is facing.
CONCLUSION
From the above file it can has been summarized that online shopping does not only
have benefits but also it has several negative impacts and problems which customers are
facing. One of the main problem which customers are facing is poor quality or duplication of
products due to fake Websites or fraudulent online E-commerce retailers. Further, it has also
shown several external factors which increases extent of this problem which occur in online
shopping such as: prices, competition as well as increased technology. All these factors are
increasingly affecting quality of products in critic manner. Lastly, this report has shown
related problems with the main issue of online shopping such as limitation of payment
preferences, damaged products and unclear website policy.

REFERENCES
Books and journals
Bilgihan, A., Kandampully, J. and Zhang, T.C., 2016. Towards a unified customer experience
in online shopping environments. International Journal of Quality and Service
Sciences.
Blasco Lopez, M.F., Recuero Virto, N. and San-Martín, S., 2018. Local Food Shopping:
Factors Affecting Users’ Behavioural E-Loyalty. Administrative Sciences.8(3). p.47.
Izogo, E.E. and Jayawardhena, C., 2018. Online shopping experience in an emerging e-
retailing market. Journal of Research in Interactive Marketing.
Lee, W.I., Cheng, S.Y. and Shih, Y.T., 2017. Effects among product attributes, involvement,
word-of-mouth, and purchase intention in online shopping. Asia Pacific Management
Review, 22(4), pp.223-229.
Pandey, A. and Parmar, J., 2019. Factors Affecting Consumer's Online Shopping Buying
Behavior. In Proceedings of 10th International Conference on Digital Strategies for
Organizational Success.
Parmar, G. and Chauhan, J., 2018. Factors affecting online impulse buying behaviour.
International Journal of Education and Management Studies.8(2). pp.328-331.
Sayyaadi, H. and et.al., 2019. Stability and iterative convergence of water cycle algorithm for
computationally expensive and combinatorial Internet shopping optimisation
problems. Journal of Experimental & Theoretical Artificial Intelligence. 31(5).
pp.701-721.
Tom, T. and CH, R.K., 2019. A Study on Problems and Factors in fluencing online Shopping
among Rural Youth. Journal of the Gujarat Research Society. 21(9). pp.226-234.