A Study on Evaluating Consumer Expectations Vs Reality in E-Commerce Delivery Timelines

A Study on Evaluating Consumer Expectations Vs Reality in E-Commerce Delivery Timelines

Mr. Sathish Kumar. S, B.E (ECE)

MBA (Marketing and Operations) Student, Reg.No:43410530,

School of Management Studies,

Sathyabama Institute of Science and Technology, Chennai, TamilNadu.

Dr. Gananath Khilla

Assistant professor

School of Management Studies,

Sathyabama Institute of Science and Technology, Chennai, TamilNadu.

ABSTRACT

The rapid growth of e-commerce has significantly transformed customers' shopping habits, leading them to expect fast and reliable delivery services. Nowadays, consumers browse online platforms for a wide variety of products and anticipate timely delivery, heavily influenced by the promises made by e-commerce companies. However, there is often a noticeable gap between customer expectations and the actual delivery experience. This study aims to examine that gap by comparing the real-time delivery performance of different e-commerce businesses with the expectations of their customers. The research seeks to identify the key factors that contribute to delivery delays, assess the levels of customer satisfaction, and explore the strategies implemented by e-commerce firms to meet or exceed delivery expectations. To achieve these goals, the study utilizes a combination of survey responses, literature reviews, and data analysis to gain insights into the challenges faced by both consumers and businesses. Based on the findings, the paper offers practical recommendations for improving delivery efficiency and customer satisfaction in the e-commerce sector.
KEYWORDS: e-commerce, customer expectations, delivery performance, delivery delays, customer satisfaction, delivery strategies, online shopping behavior, logistics, data analysis, survey, literature review, service quality, consumer experience