Impact of COVID-19 pandemic on use and customer satisfaction in e-commerce
Description
In order to evaluate the impact of the COVID-19 pandemic on electronic commerce in Bulgaria, an online survey was conducted during the period from March 17 to June 30, 2022. The questionnaire was created via Google Forms and the link was shared with the partners’ organizations through e-mails and social media. A total of 180 questionnaires were correctly completed during the study period. For analysis of the collected data, the percentage distribution is calculated, and statistical and machine learning methods are applied. During the lockdown, all respondents shop remotely, with about 41% relatively high spendings in online environment. Most of the buyers (71%) preferred cash on delivery as payment method. Respondents assess their e-commerce experience according to the following criteria groups: shipping, price, quality, security, time saved and information availability. According to the respondents' opinions, customers from small settlements and those with higher levels of education face more often challenges during the online shopping in pandemic times in comparison with those from towns and lower education levels.