A Comprehensive Report on Product Quality Issues in Online Shopping

This report delves into the critical issue of product quality in the realm of online shopping, focusing on the customer perspective. It begins by defining the customer and summarizing the problems they encounter, primarily concerning discrepancies between product descriptions and actual delivered quality. The report then analyzes the importance of these issues to the customer, highlighting factors such as fraudulent sellers, the lack of product guarantees, and difficult return policies. Furthermore, the report identifies the top three issues faced by customers: the failure to receive the product ordered, fraudulent activities, and the inability to closely examine the product before purchase. The conclusion emphasizes the need for businesses to prioritize product quality and customer service to maintain a strong brand image and foster long-term customer relationships. The report uses secondary research and references to support its findings, underscoring the impact of these issues on customer satisfaction and online shopping behavior.

Research report

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Describing who client is by summarizing problem they are face...............................................1
Critically analyses and presenting areas of importance to client................................................2
Top three issue that client is facing.............................................................................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
In this modern and digital era, each and every people wants to prefer things online but
they also faces range of issue such that insecurity of payment, issue related to product quality,
mess of logistics etc. In the same way, current report also focus on the issue of product quality
while doing online shopping and how its affect the client i.e. customers. Further, study
describing who are the clients along with summarizing the problem which the face. Also, break
down the problem by critically analyzing and presenting ares of importance to client. Lastly,
report describe top three issues which client is facing with proper justifications.
MAIN BODY
Describing who client is by summarizing problem they are face
Customers are the clients who faces issue of product quality while shopping online. This
is consider one of the most common problem which is faced by customers who shop online at
regular basis. Such that the quality of product is not up to the mark which are presented in
pictures (Issue which customer face 2019). Thus, in this modern era, every person prefer to shop
online, but in the same time, they also faces variety of issues and among all, low product quality
is common. Hence, with an increase competition in e-commerce industry, most of the website
becomes a marketplace for sellers in order to sell their products and this in turn, enhance an issue
of fraudulent sellers.
Moreover, when customers shop online, there is no guarantee of product's quality, even
there are many fraud website which are register and then they sell low quality in the name of
originals and branded products. In this case, sub-par products are actually sold by the these
sellers to fool customers and also increases their sales. As a result, it increases the problem for
customers while shopping online. Moreover, due to low quality of product, customers wants to
replace the faulty product, but unfortunately, seller sometimes refuses to replace it or refund
customer's money, as a result, it creates negative impact upon customers and affect relationship
between user and brand.
Overall, the problem of low quality of product affect customers in opposite manner and
apart from this, the quality of product cannot be known until the consumer examine it live
(Pappas and et.al., 2017). But when they want to refund the product, customers faces lots of
issues because of many bad return policies and this in turn affect the relationship and customers
did not purchase the product again from the same site. Therefore, the secondary research also
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shows that there is a negative effect on the quality of product when customer purchase online.
Beside this, it is also observe that people prefer online shopping because they want to save own
time and select those product which they want to buy. Further, 90 percent of the users care about
quality over price and that is why, they prefer high quality product (Huang and Zhou, 2019). On
the other side, this cause a big issues for online shoppers and also shift there preference from
online stores to offline stores.
Critically analyses and presenting areas of importance to client
During online shopping, customers did not get guarantee with the product but still they
prefer to use this because it helps the save time and cost. That is why, it is essential for business
to keep satisfying their clients so that they will easily recommend to others as well (Clemons and
et.al., 2016). Further, it is also examine that when customer get low quality product, it changes
their mind set and this in turn also affect the overall business and they did not recommend others
which in turn leads a business towards downfalls. Further, it is critically analyzed that when
customers get low quality of products, then it affect the mindset of users and this will affect the
overall performance as well.
Issue related to product quality is consider one of the biggest issue among customers
while shopping online and even there is no guarantee of those products and this in turn creates
negative impact upon users. It is so because when users purchase product especially clothes by
online payment they only see description, but when they get opposite variety (low quality) of
product it affect the purchase decision and this in turn also creates negative impact. Moreover, it
is consider a concern area for company because in this way they decrease their customer base
and in near future it may leads to lower down their financial performance as well. Overall, it is
critically examine that there is a need to take proper step while delivery the product to users and
if the same is not applied then customers will not purchase product online (Singh, 2019). For
instance, with a volume of such large amount of goods, e-commerce companies faces issues
related to handling such issue because it is not possible for them to conduct quality check on
each and every product they are selling and among all, the issue of getting the correct size
remain a serious drawback for buying clothing online. As a result, customers faces issue with
these and thus it creates negative impact and they shift towards another top brands.
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Top three issue that client is facing
From the above, it is analyzed that customers faces issue related to worse quality of
products while doing online shopping and thus, it force them to shift towards another company
or brand. Moreover, if they did not get proper customer service, then company did not build a
long term relationship with customers and this in turn affect them n opposite manner. Therefore,
the first top issue which customer face is they did not get what they order. It means that when
customers pay a full amount, even though they did not get exactly the same product (with
description mention) which they ordered may leads them not unhappy (Hung, 2017). As online
company are actually introduce to provide best products with low rates as compared to offline
stores., but unfortunately, these application did not meet the customers demand, that is why, it is
ranked top among all issues.
Frauds during online shopping is consider as a second top issues which customer face, In
which there are many websites which use the original brand name and thus, it creates confusion
and this increase the brand name and relations with customers. It is ranked next because when
customer did not get improved quality of products, then they did not visit the same in near future.
Therefore, Lee, Cheng and Shih (2017) stated that when people do offline shopping, then they
easily negotiate about prices with shoppers but this is not applicable in the case of online
shopping. So, it is analyzed that due to fraudulent, many customers did not prefer to shop online
because they think that there is no guarantee of getting best variety/ quality of products in such a
price. Thus, people or users faces issues related to low quality of products during online
shopping.
Lack of close examination in online shopping is also consider within top three issues
because customer has to buy a product without seeing actually how it looks like. Such that the
electronic images of a product are sometimes misleading customers and even, the color and
appearance did not match with images. Thus, it affect the purchasing power of customers and
beside this, most of the time, customers get wrong product and this in turn, decrease customers
base as well. Further, it is observed that there are many issues which customer face while
purchasing product online but among all, low quality of product is consider one of the biggest
issue which needs to be resolved (Huseynov and Yıldırım, 2016). Online company get order in
bulk and thus management team may sometimes got confused and this in turn leads to wrong
delivery and low quality of products. Hence, these are ranked as top three issues it may affect the
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overall sell of the company in opposite way and even decreases the number of customers as well.
Therefore, it is analyzed that in order to maintain high quality of products, it is quite necessary
for the business to sustain the brand image by meet the demand and needs of customers in right
manner.
CONCLUSION
By summing up above report, it has been concluded that e-commerce channel provide
range of facilities and flexibility as compared to offline market. Thus, report concluded that
customers faces range of issues while shopping online such that they did not get improved
quality of product which they offered. That means there is a variation between order products
and final product, therefore, it creates negative impact upon customer mindset and as a result,
they did not prefer to purchase product next time. Further, report also concluded that if a firm get
the same product then it will be help business to enhance its customer base or else, it is critically
concluded that this may creates negative impact as well. Lastly, report concluded top three issues
which customer face while doing online shopping with proper justification.
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REFERENCES
Books and Journals
Clemons, E.K. and et.al., 2016. Global differences in online shopping behavior: Understanding
factors leading to trust. Journal of Management Information System. 33(4). pp.1117-1148.
Huang, J. and Zhou, L., 2019. The dual roles of web personalization on consumer decision
quality in online shopping. Internet Research.
Hung, C., 2017. Word of mouth quality classification based on contextual sentiment
lexicons. Information Processing & Management.53(4). pp.751-763.
Huseynov, F. and Yıldırım, S. Ö., 2016. Internet users’ attitudes toward business-to-consumer
online shopping: A survey. Information Development.32(3). pp.452-465.
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.
Pappas, I. O. and et.al., 2017. The interplay of online shopping motivations and experiential
factors on personalized e-commerce: A complexity theory approach. Telematics and
Informatics.34(5). pp.730-742.
Singh, N., 2019. Aha! and Oh No! Moments: A Study on Consumer Online Shopping
Choice. LBS Journal of Management & Research.17(2). pp.43-58.
Online
Issue which customer face. 2019. [Online]. Available through:
<https://yourstory.com/2017/04/common-problems-online-shopping>.
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