Customer perspectives on e-commerce in different sectors

Abstract

E-commerce nowadays is a very impactful and rapidly growing means of selling every kind of goods and services from any sector. Since every sales platform has their own characteristics on their offline version, it is important to figure out how these characteristics match with customers' perspectives on their online versions as well. On the study, it is investigated how customers' perspective dimensions on the e-commerce change by differentiations over different sectors and age generations. Research has been conducted by implementing a web-based questionnaire and the results have been analyzed by categorical data analyses. While online food delivery (Yemeksepeti was used as the example) has been picked as an example of service sector, example for the goods sales sector was electronic goods sales platforms (Teknosa.com and Hepsiburada were used as examples). According to the findings, customers are more interested in what they buy at goods sales sector than services sector. Another key finding of the study is that generation z customers are less concerned about time saving compared to other generations.