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Problems Experienced by Customers After Sales Through Digital Shopping Platforms

Table 1: Themes of Factors That Have a Negative Effect on After-Sales Customer Satisfaction

Main Theme Code Main Themes Subtheme Codes Subthemes
1 Distribution and Delivery 1.1. Sloppy Packaging/Shipping
1.2. Damaged/Missing Item
1.3. Wrong product
1.4. Broken product
1.5. Late delivery
2 Product Quality Perception 2.1. Dissatisfaction with expected quality
2.2. Inadequate Information About Product Features
2.3. Price/Performance Ratio Weakness
2.4. Failure in a Short Time
3 Exchange/Return Procedures 3.1. Exchange/Return Refusal
3.2. Exchange/Return Period Length
3.3. Exchange/Return Difficulty
4 Service 4.1. Inability to Solve Problems
4.2. Paid Installation
4.3. Service Poor Quality
4.4. Indifference of the Service
4.5. Delay in Service
5 Customer Services 5.1. Indifference
5.2. Inability to Solve Problems
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