E-commerce in India: a survey highlighting problems faced and solutions proposed by e-commerce customers

Abstract

The electronic commerce (e-commerce) supply chain management (SCM) or ECSCM is a new and rapidly
developing area of study in India and abroad. At the same time there are several challenges faced by e-commerce. According
to industry experts, these issues are mostly pertaining to inefficient SCM. A survey has been launched fetching replies from
401 Indian e-commerce consumers. The survey provides a clear understanding of demands, problems faced and solutions
proposed by consumers themselves. Mostly, the consumers reported the issue of an inferior quality product been sent to them
as compared to what was advertised or promised by website. And most of the consumers proposed the concerned website
should refund their entire money as a corrective action for the issues faced by consumers