Opportunities and challenges of e-commerce to customers : Comparative analysis of Nepal and Finland

Abstract

The thesis focused on understanding and gaining professional knowledge on the benefits and challenges of e-commerce to the customers of Finland and Nepal. The research was concentrated on the individual customers. The examination figured out the opportunities for customers in Finland and Nepal while buying online. Moreover, the study was focused on finding e-commerce challenges for customers of Nepal and Finland. The research made a comparative analysis of Finland and Nepal's positive and negative sides. Additionally, people were asked about their expectations from online stores. The study was conducted following a mixed research approach. Both qualitative and quantitative methods were used to understand the benefits and drawbacks of e-commerce to the customers.

The questionnaire was sent to individual customers in Finland and Nepal. The survey figured out that 24/7 access, convenience, various options, buying products not available nearby, and timesaving are positive sites of e-commerce in both countries. Finnish participants found online stores are cheaper but Nepalese participants experienced another way. The questionnaire had identified that product differences, untouchability, long waiting period, and data security issues are common challenges among participants. The participants had expected easy return options, quick delivery, and strong law to monitor online sites in the coming days. Moreover, the interviews were conducted with some survey participants from both countries to understand the e-commerce situation deeply. The interviewees agreed that having more free time, being easy to buy in a busy schedule, and purchasing from home are good parts of online sites. Finnish participants experienced that the e-commerce sites in their home country are well developed and mostly faced challenges while buying from abroad. Nepalese interviewees felt that more infrastructure needs to develop to boost online businesses. Participants in both countries agreed that new technology would make e-commerce more effective.

Different books, journals, and online materials related to e-commerce were studied for theoretical analysis. Questionnaires and interviews were used to collect answers and primary data. The collected data was illustrated and compared with the help of tables and figures. In the end, the problems were appropriately analyzed, and figured out the areas to improve. The study provided an insight related to the e-commerce experiences of customers in Finland and Nepal. The thesis provided the key areas to improve in web-based business from the eyes of customers.