E-Consumer Behavioral Analytics

Abstract

During the COVID-19 pandemic, the electronic commerce industry hit a phenomenal change. Many retail locations had to close, and customers were forced to place orders from home. Online retailers had a challenge in the supply of products on time due to unpredictable demand. Goods sold out at an alarming rate, supply diminished, and conveyance periods diminished. Online business stores slowly began to acquire new and expanded interest from the consumers. The purpose of this chapter is to investigate the effect of e-tail factors such as quality of information on the online store, price of product/service, user-friendly website design, privacy/security control, online customer service, and post purchase delivery service on Malaysian-based consumers purchase decision. This research is based on primary samples collected from 154 Malaysian residents online. The results indicate that there is a significant effect of e-tail factors on Malaysian-based consumers' purchase behavior, which transforms web traffic into actual purchase behavior.