A STUDY OF CONSUMER BUYING TRUST ON E- COMMERCE
UNDER THE GUIDANCE OF
PROF. MR. YASSER KHAN
ANKIT KUMAR (22GSOB2010797)
MBA 2022-2024
ABSTRACT
One of the reasons that customers do not make purchases from online merchants is because they do not trust them, which is a response that is frequently given by customers. It is more difficult to build reliability with clients in the setting of the online environment since there are no physical clues and there is no physical link between the parties involved. Therefore, it is crucial for businesses to obtain the information necessary to effectively manage the confidence that customers have in online buying. This trust is essential for businesses to maintain. In spite of this, it might be challenging for online vendors to acquire the trust of customers through the utilization of the internet. In order to acquire a more in-depth knowledge of the amount of confidence that clients have in online buying, this dissertation was created with the purpose of attaining that comprehension. The identification of major factors that lead to the growth of customer trust in online commerce was something that we were interested in. We carried out an empirical study with the purpose of evaluating how customers perceive the significance of several aspects that were chosen in order to make them feel trustworthy enough to make transactions online. The research investigation that we conducted revolved around these aspects as its foundation. The fundamental information was acquired by means of a questionnaire, and we made the decision to carry out our investigation by means of a survey as our method of inquiry. When we made our discovery, we found that there are a great many factors that contribute to the construction of trust. These factors are essential for clients to take into consideration when they are making purchases utilizing the internet. It is crucial to provide clients with a sense of security and privacy features in order to assure them that they will be able to make transactions online with complete assurance. Companies are unable to directly alter the level of trust that their customers have in them since there is no opportunity for them to do so. To accomplish this, all that is required of them is to fashion circumstances that motivate individuals to feel trusting of one another. A marketplace has the potential to be trustworthy; yet, in order for the marketplace to be trusted, the participants on the marketplace must first feel trust in order for the marketplace to be trusted.
Keywords: consumer trust, e-commerce, online shopping, website security, social proof, transparency, customer service.
