Title: Quality issues in the Indian e-commerce delivery model from the viewpoint of young people

Authors: Rajiv Aserkar; Shashank Verma

Addresses: SP Jain School of Global Management, 10, 119579 Hyderabad Road, Singapore ' SP Jain School of Global Management, Block 5, Academic City, Dubai, UAE

Abstract: The purpose of this paper is to identify the issues that affect product delivery in the Indian e-commerce market. A research survey was conducted and the data was analysed to establish the relationship between the determinants and the e-commerce delivery quality. The research finds that e-commerce consumers in India evaluate the quality of e-commerce delivery through factors like the quality of the product delivered, the efficiency of the logistic service provided, flexible and friendly return policies and how well the customer is served from order inception to after the delivery of the product. The study recommends that the determinants identified in this research are employed by Indian e-commerce companies, which will improve quality of their deliveries and aid them in serving their customers effectively. The research focuses on the aspect of 'product delivery and fulfilment', thereby finding the link between customer expectations and e-commerce delivery.

Keywords: electronic-commerce; e-commerce; delivery; logistics; quality issues; India.

DOI: 10.1504/IJLEG.2018.092433

International Journal of Logistics Economics and Globalisation, 2018 Vol.7 No.2, pp.151 - 169

Received: 01 Jul 2017
Accepted: 16 Aug 2017
Published online: 19 Jun 2018 *

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