Organization & researchSPSS · Excel · Customer experience research
Evaluating Customer Experiences of the Leading E-commerce Sites in Bangladesh
A Case on Daraz, Chaldal, Rokomari, Pickaboo, Othoba, Arogga, and Shajgoj
What drives customer satisfaction on Bangladesh's leading e-commerce platforms, and how do seven of them compare? A survey study of 226 respondents.
- Organization context
- Shajgoj · Marketing Research Intern
- Role
- Co-authored research report, completed as BBA internship research during the Marketing Research Internship at Shajgoj.
- Type
- Professional work
- Status
- Completed research · co-authored
- Tools
- SPSS 29.0.1 · Excel 365 · Regression · Weighted comparison
- Respondents
- 226
- Platforms
- 7
- Dimensions
- 6
- Software
- SPSS 29.0.1 · Excel 365
Case study
01Question
Six dimensions of experience
User interface and experience, pricing, delivery speed, customer service, return and refund policy, and trustworthiness were each measured against overall satisfaction.
02Association
Every dimension mattered
All six correlated strongly with overall satisfaction (r = .690 to .743), with delivery speed (.743) and pricing (.737) highest.
View full size: Correlation and model strength (opens in a new tab)
03Drivers
Pricing led the model
The regression explained 71.1% of the variance (R² = .711). Pricing (β = .255), UI/UX (.237), delivery (.217) and return/refund (.175) were significant at p < .01, and trustworthiness (.179) at p < .05. Customer service was not significant once the other factors were controlled.
04Comparison
Seven platforms, weighted
A weighted comparative analysis scored the seven platforms across the six dimensions.
05Implications
Experience as a system
Satisfaction depended on several dimensions working together rather than on any single feature.
