Trust Issues of Customers of Daraz.PK (B2C)

Abstract

E-commerce is the talk of the town all around the world these days. With the continuous advancement of technology and the continuous threat of Covid-19, the adoption of E-commerce platforms in daily life is increasing day by day. The trend of online shopping has increased a lot after the Covid-19 pandemic when people could not go out for shopping and ordered everything while sitting at home. This research focuses on the factors that affect the adoption of E-commerce platforms for online shopping. The E-commerce platform focused in this study is Daraz.pk which is a widely used platform for online shopping of variety of products. The adoption of Daraz.pk has been focused for this study as a dependent variable. The independent variables chosen for study are system quality, deliver system and product return policy. The impact of these variables has been studied in this research. The relationship of these dependent and independent variables has been tested in presence of a mediating variable of trust. A Questionnaire has been adopted from past research for data collection of this project. A sample size of 169 respondents is selected for this study and data is collected from adults, teenagers, males and females who use E-commerce platforms like Daraz.pk for online shopping. The collected data is analyzed through different analysis techniques including correlation, Chi-square test, KMO And Bartlett's Test, factor analysis and reliability analysis. The results of data analysis show a strong and positive relationship between the dependent and independent variables and also proves the mediating role of trust between the independent and dependent variables. The system delivery of an E-commerce platform, its delivery system and its product return policy influence its adoption among people for online shopping