Social Responsibility in E- Commerce: A Study of Consumer Perceptions and Expectations

Ikechukwu-Maria N. H.  Okoye; Emmanvitalis E.  Ifediba; Peter U.  Iwuchukwu

Ikechukwu-Maria N. H. Okoye Department of Entrepreneurship, Madonna University, Nigeria, Okija Campus
Emmanvitalis E. Ifediba Department of Marketing, Madonna University, Nigeria, Okija Campus
Peter U. Iwuchukwu Madonna University, Nigeria, Okija Campus

Keywords: E-commerce, Social responsibility, Perception, Expectations, Consumer experience

Abstract

E-commerce has become a prominent space for business transactions, B2B and B2C. It has been described by studies as easy and fast business platform but appears to lack social responsibility by the key players. Studies have found breaches in transaction relationships between firms and consumers but no such studies have been reported in Nigeria. This study examined consumers’ perceptions and expectations of firms in their social responsibility in their operational environment and practice. A sample size of 200 respondents was interviewed but 182 respondents were found valid for analysis. Descriptive statistics using percentages was applied for analysis. The findings were lack of social responsibility in practice in e-commerce leading to various wanton experiences by consumers. The study aligned with the consumers’ desire for regulation in e-commerce platform and for insurance coverage to mitigate the adverse experiences of consumers.