E-commerce Satisfaction Metrics: A Comparative review of Buyer and Seller Perspectives

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Published: Aug 1, 2023
DOI: https://doi.org/10.29070/x64n4x96
Keywords:
E-commerce satisfaction, Buyer satisfaction metrics, Seller satisfaction metrics, Online trade, Consumer behavior, Vendor experience, Digital marketplace, Evaluation frameworks

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Authors

Kavitha Gopu

Research Scholar, Shri Krishna University, Chhatarpur, M.P.

Dr. Anshuman Sharma

Professor, Shri Krishna University, Chhatarpur, M.P.

Abstract

E-commerce platforms have revolutionized trade by bridging buyers and sellers through digital interfaces. However, ensuring satisfaction for both stakeholders remains a key challenge. This review examines existing metrics used to evaluate buyer and seller satisfaction in e-commerce, analyzing their effectiveness, limitations, and relevance in a rapidly evolving digital marketplace. The study explores parameters such as pricing, product quality, delivery efficiency, customer service, and platform usability from the buyer's perspective, and factors like profitability, operational ease, and dispute resolution from the seller's perspective. A comparative analysis reveals the commonalities and differences in satisfaction drivers for buyers and sellers, emphasizing the need for more inclusive evaluation frameworks. The findings provide valuable insights for e-commerce platforms aiming to balance the expectations of both groups, thereby fostering sustainable growth and mutual trust.

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Article Details

Issue

Vol. 18 No. 2 (2023): International Journal of Information Technology and Management (IJITM)

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