Post-Pandemic Customer Experience Trends in Bangladesh's Retail E-commerce Industry

Abstract

This thesis determines to investigate and analyse the post-Covid 19 pandemic customer experience trends in the e-commerce sector of Bangladesh. The objective of this study is to comprehend the alterations in customer conduct and inclinations, and their influence on the management practices of customer experience. The study endeavours to ascertain the degree to which e-commerce enterprises have adjusted to the contemporary standards in customer experience administration and recognize the factors that impact their capacity to do so. Ultimately, the thesis intends to provide recommendations for improving customer experience management strategies to enhance customer satisfaction and loyalty. Additionally, it seeks to examine the role of customer experience management in shaping these effects. Offer suggestions for augmenting customer experience management tactics to enhance consumer satisfaction and their loyalty. The study has opted for a qualitative research approach, utilizing semi-structured interviews, to investigate the customer experience within the e-commerce industry of Bangladesh amidst the COVID-19 pandemic. The findings of the study suggest that the outbreak of COVID-19 has exerted a noteworthy influence on the purchasing patterns and inclinations of consumers in the e-commerce industry of Bangladesh. This has resulted in a transition towards online shopping as a more secure and expedient alternative. E-commerce enterprises have had to modify their customer experience management strategies in response to evolving customer demands, including the provision of tailored communication and dependable service. Effective management of the customer experience has been identified as a perilous factor in preserving customer contentment and allegiance.