Online shopping: a systematic review of customers’ perceived benefits and challenges during COVID-19 pandemic
Global Knowledge, Memory and Communication
ISSN: 2514-9342
Article publication date: 30 November 2023
Abstract
Purpose
The COVID-19 outbreak has disrupted the habits of customers as well as their shopping behavior. This study aims to critically examine the associated benefits and challenges of online shopping from the perspective of customers in the COVID-19 pandemic.
Design/methodology/approach
A systematic review of the relevant literature published between 2020 and 2022 was conducted via performing comprehensive search query in leading scholarly databases “Scopus and Web of Science” with the restriction of their predefined subject category of “Business.” Overall, 30 research studies were selected for the review and a significant number of studies were published in 2021 (n = 15).
Findings
The research findings revealed that customers are motivated to shop online because of perceived benefits such as time-saving, convenience, 24/7 accessibility, interactive services without physical boundaries, trust, website attractiveness and cost-saving. However, challenging factors such as financial scams, privacy concerns, poor quality of products and services, fake promotions and reduced social interaction have hindered the growth of online shopping. The recommendations regarding designing marketing strategies, secured transaction, multiple payment options, trust building, protection of privacy, promotion via social media, effective mechanism to secure and timely delivery of product are helpful to improve the service quality of online shopping.
Originality/value
The outcomes of this research are valuable to online retailers and policymakers, as it highlights how the benefits can enhance customers’ shopping intentions and minimize the impact of associated challenges. This study also recommends the redesigning of user-friendly interfaces of online shopping websites and ensures their privacy, security and performance on a regular basis.
Keywords
Acknowledgements
Since submission of this article, the following author has updated their affiliations: Sadaf Rafiq is at the School of Information Management, Nanjing University, Nanjing, China.
Citation
Waqas, M., Rafiq, S. and Wu, J. (2023), "Online shopping: a systematic review of customers’ perceived benefits and challenges during COVID-19 pandemic", Global Knowledge, Memory and Communication, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/GKMC-04-2023-0129
Publisher
:Emerald Publishing Limited
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