Strengthening Consumer Trust in Bangladesh’s E-Commerce: Factors and Strategies

This study examines the key factors shaping consumer trust in Bangladesh’s e-commerce sector using a mixed-methods approach, incorporating qualitative interviews with 14 key stakeholders and quantitative survey data from 100 online shoppers. The findings identify crucial drivers of trust, including product authenticity, payment security, post-purchase support, and logistical reliability. Trust is eroded by issues such as fake reviews, misleading product descriptions, and poor customer service, while secure payment options and transparent return policies are essential for rebuilding consumer confidence. Gaps in digital security and regulatory oversight further hinder trust development. The study offers practical recommendations for improving security measures, customer service, and transparent business practices in e-commerce platforms. It also highlights the unique challenges and opportunities for fostering trust in developing markets, particularly within Bangladesh’s growing digital economy.