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VOL. 5, ISSUE 1 (2023)
Is customer trust being increased in E-Commerce platforms after COVID-19? A case study of Amazon with reference to Telangana
Authors
Vemula Srinivasulu
Abstract
The COVID-19 pandemic acted as a powerful
catalyst for the adoption of e-commerce in India. With physical retail
establishments closed during successive lockdowns, online platforms became the
primary channel for accessing essential and non-essential goods alike.
Amazon.in emerged as one of the most prominent platforms in this transition.
The present study investigates whether customer trust in Amazon has increased
in the post-COVID-19 period, with specific reference to consumers in the state
of Telangana. A primary survey of 200 respondents was conducted through a
structured Google Form circulated via WhatsApp groups across urban and
semi-urban areas of the state. The data were analysed using simple descriptive
statistics percentages, means and weighted averages along with the chi-square
test of independence for hypothesis testing. The findings reveal that 66 per
cent of respondents reported an increase in trust in Amazon after the pandemic,
with payment security (mean = 4.40), easy returns (mean = 4.32) and delivery
reliability (mean = 4.15) emerging as the strongest trust-drivers. Chi-square
analysis indicates a significant association between the frequency of online
purchases and the level of post-pandemic trust. The paper concludes with
implications for e-commerce platforms, policy makers and academic researchers.
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Pages:62-65
How to cite this article:
Vemula Srinivasulu "Is customer trust being increased in E-Commerce platforms after COVID-19? A case study of Amazon with reference to Telangana". International Journal of Educational Research and Development, Vol 5, Issue 1, 2023, Pages 62-65
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