DIGITAL TRANSFORMATION OF E-COMMERCE: HOW DID COVID-19 AFFECT CUSTOMERS' ONLINE SHOPPING BEHAVIORS?

Abstract

The E-commerce Industry has many changes that affect both the industry and the scope of competition. In this study, online shopping was examined with the factors affecting customer evaluation in the Covid-19 pandemic. During Covid-19, shopping is mostly done online because people are at home. A quantitative method with a questionnaire was applied to 150 active online customers to determine customer evaluation for online shopping. Demographic characteristics, gender, age, marital status, and graduation impact analysis were found to affect online shopping. Minimizing the problems in shipping processes and increasing payment options are important findings. Social media was found to be a significant commercial potential for online shopping during the Covid-19 period. The effect of Trust, Cargo Tracking, Website Features, and Satisfaction was examined. It was determined that there was a negative relationship between Trust and Cargo-Tracking in the Covid-19 period. It was concluded that a positive shipping process increases confidence in Covid-19 period. It was determined that bad features of the websites negatively affect customers' trust. Finally, it has been found that

Keywords

• Covid-19
• trust
• satisfaction
• e-commerce
• cargo
• online shopping

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