Assessment of users’ trust and satisfaction on e-commerce services among students of The University of Ilorin, Kwara State, Nigeria

Abstract

Despite the growth of e-commerce services over a decade now, users and providers, especially in a developing country like Nigeria are still posed with some challenges in their use and delivery of e-commerce services. In view of this, this study aims to assess the level of users' trust and satisfaction on e-commerce services among students at the University of Ilorin, Ilorin, Kwara State. A survey design was adopted using a structured and validated questionnaire to collect data. A total sample of 267 students was selected using a stratified sampling technique from the Five departments in the Faculty of Communication and Information Sciences (FCIS), University of Ilorin. Descriptive statistics such as frequency, percentages, and means were used to analyze data. Findings revealed a moderate level of trust and satisfaction of e-commerce services. It further revealed some perceived factors that affected users' trust and satisfaction on e-commerce services such as delay in delivery of purchased products, website inaccessibility, lower quality of products, fake certification of warranty on damaged products, and inability to make the payment due to connectivity issues among others. Also, users reported challenges such as the inability to locate customers' addresses by providers, delays in product delivery, and the problem of tracking ordered products among others. It was concluded that there is a need for regular user surveys to ascertain the level of trust and satisfaction derived from e-commerce services; to improve service quality and delivery. There is also an urgent need for relevant stakeholders such as e-commerce providers and the government to address numerous challenges faced by users in the use of e-commerce services in Nigeria.