3.

Problems encountered by the abm students in online shopping

3.4. TRANSACTION ISSUE

Table 5

According to the findings, the students agree with the transaction issue, with a computed average
weighted mean of 3.09. Most of the students agree with the product/s that they ordered, but it took
two weeks and more in the shipping process before they received them, with the highest weighted
mean of 3.34. A failure at any step of the delivery process leads to customer dissatisfaction and
failure of customer retention. In the work done by McKinnon (2003) unattended delivery to
homes and its security threats have been discussed. With a rise in ecommerce all over the world and
the desire for an unrestricted lifestyle it is easy to say that customers in the future will prefer un-
attended deliveries in the future. This leads to an evaluation of security and threat of theft which is
a problem even currently. In case of unattended deliveries one can also expect that the pay-on-
delivery feature may not be available. In the future RFID chips for tracking could eliminate this
issue. The student also agrees that if the product/s are incorrect, the buyer demands a refund, with a
weighted mean of 3.14. As cited by the study of Meng Wu, at.el, (2018) false failure product returns
include both consumers unsatisfactory returns and overstocking returns caused by inaccurate stocking
decisions. The impact of product returns has received much attention from both the operation and the
marketing communities. In the operations literature, there is a body of work on stochastic inventory
models with consumers return. With a weighted mean of 3.02, the students agreed that the seller
cancelled the item because the rider did not pick it up. When delivery partner has assessed that the
package the seller prepared does not meet the quality standards. However, according to Jay N. (2020)
over the past few years, countless delivery riders have been complaining against fake booking and
canceled orders. They usually loses money when a customer refused to accept or canceled the order.
The students also agree to the seller made them pay first before delivering it, and in the end, it was a
scam, with a weighted mean of 3.00. Online shopping scams involve scammers pretending to be real
online sellers with either a fake website or a fake ad. They may be selling a well-known product for a
ridiculously low price and insist on immediate payment of the product. Hamin at.el (2018) stated that
the online scam has established very fast because in terms of the development of communication
technological medium so that type crime was adapting by criminal to enable their activities involved.
Online Scam can be described of any deceitful activities or tactic that illicit money or other goods from a
lay-man people by scammer group or personal. With the worldwide are more exposed and globalization
of Internet, online scams have enlarged greater than before, and it's important to make a public more
aware stay suspicion with people on the Internet that they never know who they really are. The
students agree that there was a misunderstanding between the seller and the buyer, with a weighted
mean of 2.96. Surujlal et al, (2012) stated that the purpose of relationship marketing was
toestablish, maintain and Enhance relationship with customers at a profit. Relationshipmarketing
was intended to build, maintain and improve customer relations. Relationshipmarketing was an
effort to improve customer relationships with suppliers.
4. How the problems in online shopping affects the abm students

4.1. EMOTION

Table 6

The results indicate that the students agree with the emotions, which is shown by the average weighted
mean of 3.41. Most of the students strongly agree that if the parcel is delivered correctly, customers will
be delighted, as evidenced by the highest weighted mean of 3.60. Information about customer
satisfaction, such as surveys and ratings, can assist a business in deciding how best to adjust or improve
its goods and services. As cited by the study of Whipple et.al, (2010) communication may enhance
buyer-seller relationships by providing an avenue through which the partners share goals, sort out their
differences, and coordinate their efforts to achieve common goals. The students agree with the
customers' ability to express their real sentiments regarding their packages with a weighted mean of
3.44. According to Brun et al., (2014) even though a price might be negotiable and the product is
provided with helpful information and good, decent packaging, there is a lot to do to satisfy a consumer.
All of these factors are correlated with consumer satisfaction. If the consumer is satisfied with all these,
they may buy the product, but there is no guarantee of this. Thus, consumer buying behavior is also
influenced by satisfaction. The students also agree that if the wrong package is delivered to the
customer, they will be disappointed, with a weighted mean of 3.40. Servicecheck (2016)stated that very
few customers reach out to companies to thank for wonderful service or doing a good job. More often
customers say something when they have an issue or complaint. The truth is that sometimes it is your
fault but sometimes it’s customer’s fault. With a weighted mean of 3.36, the students agree that due to
the poor quality of the products, sellers cannot satisfy customers. Over expectations and the changing
needs of the customers could lead to customer dissatisfaction. Quality has a direct bearing on customer
satisfaction. As cited by the study of Dhanya A., at.el (2011) recognizing that high satisfaction leads to
high customer loyalty, companies today are aiming for total customer satisfaction. The relative
importance of product quality, service quality and contextual experience on customer perceived value
and thus on customer preference and future intentions was measured using multiple regression. Also,
the contribution of perceived value to preference and thus on future buying intention was also
measured. Students also agree that when there is a poor internet connection, customers will be less
excited to utilize online shopping apps, with a weighted mean of 3.26. According to Stephen (2016)
People spend an increasing amount of time online searching for information, on products and services
communicating with other consumers about their experiences and engaging with companies.
Organisations have responded to this change in consumer behavior by making digital and social media
an essential and integral component of their business marketing plans.
4.2. MONEY

table 7

As a result, the students agree with the money, with an average weighted mean of 3.34. The majority of
students strongly agree that they can save money due to the vouchers they can spend or redeem, with a
weighted mean of 3.52. As cited by the study of Gao, F., & Chen, J. (2015) online discount voucher
market In the discount voucher market, customers usually face two types of valuation uncertainty,
namely, preference uncertainty and consumption state uncertainty. Preference uncertainty is related to
the customer's lack of relevant experience with the merchant, where a consumption state uncertainty is
related to the advance selling nature of the discount voucher mechanism.The students agree that online
purchasing problems will affect consumers' financial planning, with a weighted mean of 3.38. According
to the study of (Sinha & Singh, 2017) financial risk refers to the loss in the monetary term associated
with buying. It is a loss of money in a bad purchasing experience. Financial risk is the first major and big
risk during buying online. The students also agree that the customers' savings will be impacted by online
shopping problems, and if they want to pay with cash on delivery, they may be confident that their
money will not be wasted with the weighted mean of 3.34. One of the major advantages of Cash on
Delivery in e-commerce is the maintenance of security. As cited by the study of Jane M. at.el, of money
management refers to the process of balancing one’s individual wealth and income with financial needs,
desires, and goals. Though some of them may survive without practical money management strategies,
none of them can escape financial pressures entirely. According to the study of Payo Asia (2021) cash on
delivery in the Philippines has gained much traction over time as it’s still hard to build trust and convince
customers to use digital payment options. Scams and fraudulent schemes are rampant in the country,
and shoppers want to make sure that they don’t have to pay until they receive their products. This way,
there is no risk of losing money.With the lowest weighted mean of 3.14, the students agreed that the
manner of spending money would be simple. Saumya Singh at.el (2020) stated that student budgeting
primarily refers to management of financial expenses within their assigned budget. Several factors make
the behavior of students dynamic and different from each other. These factors can be technical as well
as psychological and controllable or uncontrollable. The major challenge that students face is the
difficulty to budget their expenses and save a proportional amount every month for contingent events.
4.3. INTEREST

Table 8

As an outcome, with a weighted average of 3.24, the students agree with the interest. Most students
agree that if they are no longer interested in the program, they will uninstall the apps and platforms,
with a weighted mean of 3.32. As cited by Wendy (2013) apps that don’t offer anything helpful or
unique tend to be the ones that are uninstalled the most frequently. People cycle through apps
incredibly quickly to find the one that best fits their needs.The students also agree that the customers'
interest in using online purchasing may decrease because of some technical problems with the weighted
mean of 3.30. According by the study of Muthumani (2017) suggested that internet online shopping
companies should give more attention about the delivery of right product to the customers. Online
websites ensures about the quality and right of the information to their customers. He also pointed out
that most of the customer have favorable attitude towards online shopping. With a weighted mean of
3.28, the students agree that there will be no interest in online apps and platforms because their
features are too complicated or hard to understand and use. Christian M., at.el (2019) stated that the
overview so far presented the features separately. In real-world applications, usually several of the
explained elements can be found in one application. To our knowledge, studies are largely lacking
aiming at an understanding of how strong each of the aforementioned features of the platforms/games
impact upon usage time. Clearly, it will be of high interest to know how the different features interact on
usage time. The students also agree that the customer’s interest has lessened due to the slow internet
connection, with a weighted mean of 3.18. According to the study of Megan W. (2020) a slow internet
connection can have a direct impact to your bottom line. Customers who find your site unreliable and
unresponsive will go somewhere else to purchase the same products and services, resulting in lost
revenue. The students agree that the buyers can't use apps because of the unavailability of gadgets,
with the lowest weighted mean of 3.14.
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