Use of E Commerce Mobile Apps in Changing Customers Perceptions

Abstract

Use of mobile is increasing day by day in India. India is among the top five consumer markets in Asia offering stronger consumer market. A large number of Indians are turning to mobile phones as their first daily touch point. As per the BMI report consumer spending growth increased by 6.2% in 2017. The number of mobile phone users reached 975.78 million users in India. India is the second largest mobile app usage in world with 930 million customers. It has been observed that average mobile app usage in India has grown by at least 131 percent. There are various factors responsible for this growth; Information Technology is the one which played an important role in expansion in the consumer market. E commerce is witnessing rapid expansion and more successive growth. More people in developing countries have smartphones today than the PCs because they are more affordable, portable, convenient and necessary to stay in touch virtually 24/7. Unlike PCs, smartphones are always in the hands or pockets of the owners. More smartphones are 3G and 4G enabled making web browsing, communicating, socializing and shopping on the go anytime convenient. Mobile banking and payment systems have boosted M-commerce way a head. The present study will study the use of e commerce apps and its impact on the customer satisfaction. The study also finds the importance of mobile apps in the providing the better services to the customers of India.