Customer dissatisfaction in online shopping - A study on Bangladesh

This thesis tried to understand the factors contributing to customer dissatisfaction in online shopping in Bangladesh and understand their impact on consumer behavior and the overall e-commerce landscape. This thesis is based on customer opinions of different online shopping companies of Bangladesh. The main object of this thesis is to know the reasons that make customers dissatisfied. To properly conduct this research, a set of questionnaire was sent to the customers’ email and was shared on different social media sites such as Facebook, Twitter & LinkedIn. Necessary statistical tools such as Percentage Analysis tools were used to interpret and format the data. The study highlighted the need for e-commerce businesses in Bangladesh to address these issues and implement strategies to improve customer satisfaction. The results of this research provide valuable insights for e-commerce businesses, policymakers, and stakeholders in the industry to enhance the online shopping experience in Bangladesh. Results of this thesis are so important in context with the constant growing of online shops in Bangladesh. The thesis results give a clear insight and actual scenario behind the reasons of customers’ dissatisfaction. The results suggest that in the majority of cases the main reasons of customers’ dissatisfactions are: delayed delivery, product mismatching, variation from the website picture, lengthy delivery, poor customer service. In conclusion, this thesis emphasizes the importance of understanding the drivers of customer dissatis-faction in online shopping and provides recommendations to address these issues. By improving cus-tomer satisfaction, e-commerce businesses in Bangladesh can not only enhance their reputation but also increase customer loyalty and drive business growth