Digital Market Study E-Commerce Gambia Please enable JavaScript in your browser to complete this form. - Step 1 of 6 Digital Market Study - Questionnaire for Consumers Using E-Commerce Platforms In accordance with its mandate, the ECOWAS Regional Competition Authority, in collaboration with Ministries/bodies responsible for competition and consumer protection and relevant regulators in Member states, undertake a market study on the digital market. The study seeks to assess the state of competition and consumer welfare in the digital market and enable ERCA and relevant stakeholders in Member states to gain a better understanding and insight into the dynamics of an evolving market driven by innovations and changes in consumer preferences. NextCONSUMER INFORMATIONAge *Please select...15-2526-3536-4546-5556-6565+Sex *Please select...MaleFemaleProfession *Residence *Please select...UrbanRuralPreviousNextQUESTION ON THE E-COMMERCE PLATFORMSName of Enterprise and E-Commerce Platform you use (Range in order of importance: 1, 2, 3, 4) LayoutE-Commerce Platform 1 *How often do you use E-Commerce Platform 1? *DailyWeeklyMonthlyNot regularlyWhat is your experience as user of E-Commerce Platform 1? *Very satisfiedSatisfiedUnsatisfiedIndifferentE-Commerce Platform 2How often do you use E-Commerce Platform 2?DailyWeeklyMonthlyNot regularlyWhat is your experience as user of E-Commerce Platform 2?Very satisfiedSatisfiedUnsatisfiedIndifferentE-Commerce Platform 3How often do you use E-Commerce Platform 3?DailyWeeklyMonthlyNot regularlyWhat is your experience as user of E-Commerce Platform 3?Very satisfiedSatisfiedUnsatisfiedIndifferentE-Commerce Platform 4How often do you use E-Commerce Platform 4?DailyWeeklyMonthlyNot regularlyWhat is your experience as user of E-Commerce Platform 4?Very satisfiedSatisfiedUnsatisfiedIndifferentAre you a member of any consumer protection group or association? *Please select...YesNoAssociation 1 *Association 2Association 3PreviousNextKNOWLEDGE OF THE PLATFORMSWhy do you prefer to use E-Commerce platforms rather than the traditional ways of buying products? (you can tick more than one) *Please select...It is more convenientIt is cheaperThe transaction is fasterIt is the only viable optionOtherOther (please specify)How did you get to know about E-Commerce platform(s) you are using? (you can tick more than one) *Please select...Online AdvertisementsAdvertisements through other modesWord of mouthResearchOtherOther (please specify)Which factor(s) did you take into consideration when deciding on the E-Commerce platform to use? (you can tick more than one) *Please select...Proximity of the enterpriseBranch networkGood customer serviceCheaper fees and chargesFlexibility in terms and conditionsInteroperability with other digital financial platformsOtherOther (please specify)What is the main problem(s) you encounter with the usage of E-Commerce platforms? (you can tick more than one) *Please select...Poor Customer ServiceFrequent downtime of the platformsPlatforms are not user friendlyMonies being deducted from account without being supplied product or serviceHigh fees and chargesLimited disclosure on fees, charges, terms, and conditionsUnfair terms and conditionsOtherOther (please specify)What efforts have been done by the enterprise(s) to solve these problems? (you can tick more than one) *Please select...No effort was done, because I did not lodge a complaintThe enterprise has fully resolved the issueThe enterprise has partially resolved the issueThe enterprise has not resolved the issue but I have obtained an explanation from the enterpriseThe issue remains unresolved without any explanation from the enterpriseOtherOther (please specify)Have you ever lodged a formal complaint to any Government body in relation to problems encountered with E-Commerce platform transactions? *Please select...YesNoIf yes, please state the Government body the complaint was made to? (you can tick more than one) *Please select...Ministry in charge of FinanceMinistry in charge of E-commerceMinistry in charge of TradeSector regulator of FinanceSector regulator of E-commerceCompetition or Consumer Protection BodyOtherOther (please specify)What was the outcome of the complaint ? *Please select...Fully resolvedPartially resolvedUnresolved but I obtained an explanation from the Government BodyUnresolved and I did not receive any explanation from the Government BodyPreviousNextCONSUMER PERCEPTIONWhat is your opinion on the prices, fees, and charges in relation to E-Commerce platforms? *Please select...Very highHighModerateLowOtherOther (please specify)When commencing the usage of E-Commerce platforms, at which stage where you informed the relevant fees, charges, and terms of condition? *Please select...Before the commencement of my first transactionIn the middle of my first transactionAfter the completion of my first transactionAfter several transactionsI was not informedI was not fully informedOtherOther (please specify)What mode of communication was used by the enterprise to notify you with information in relation to fees, charges, terms, and conditions? (you can tick more than one) *Please select...I was never formally informedVerbalInformation was displayed at its officeInformation was available on its platformEmailWritten documentOtherOther (please specify)What are generally your main areas of concern in relation to E-Commerce platforms? (You can tick more than one option) *Please select...False and misleading advertisementsSecurity of personal dataOnline scamsLack of transparencyFrequent downtime of the systemsPoor Costumer ServiceLack of awareness on consumer redress mechanisms when problems are encounteredOtherOther (please specify)Are you aware of any of these practices within the E-Commerce sector? (you can tick more than one) *Please select...Businesses within the sector having agreements in relation to fees, charges, or terms and conditionsBusinesses within the sector having exclusivity agreements that are affecting competition and consumer welfareBusinesses using their market power to abuse other businesses or consumersBusinesses engaging in any practice that is affecting competition or consumersNo, I am unaware of these practices in the sectorOtherOther (please specify)If you are aware of some of these practices, please explain in detail the nature of the practices and its negative effects on competition and consumer welfare.Which of the following do you think should be Government’s role in making the E-Commerce sector more competitive and consumer oriented? (you can tick more than one) *Please select...Making the e-commerce products / services cheaperEnsuring the sector is better regulated in terms of protecting the interest of consumersEnhancing the national ICT infrastructure to increase the level of service deliveryEnsuring that digital financial platforms are interoperableEnsuring that there is increased competition in the sectorAwareness creation on the rights, responsibilities and redress mechanisms available to consumersOtherOther (please specify)Please provide any additional information that you feel would be useful for the study?PreviousNextNAME AND CONTACT (Optional)NameAddressEmailPhoneSubmit ERCA Complaint Management System Introducing ERCA Statistical System
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