Comercio electrónico y su impacto en las pymes de la ciudad de Quito, provincia de Pichincha, año 2024

Abstract

In an increasingly digitalized world, online sales platforms have radically transformed the commercial environment. However, in Ecuador, many small and medium-sized enterprises (SMEs) were still resisting change or were in the early stages of their digital transformation. Financial fraud, technical failures, damaged product deliveries, and other issues were factors that negatively affected the consumer experience. However, the potential benefits of e commerce, such as increased market reach and improved customer service, are inspiring. Therefore, the objective of this research was to analyze the impact of e-commerce on SMEs in the city of Quito in 2024, with a focus on these inspiring possibilities. The methodology employed a mixed approach, both qualitative and quantitative, with a non-experimental and descriptive design, which allowed for an assessment of the current state of e-commerce in urban areas of the city. The study population included small and medium-sized enterprises exclusively within the Metropolitan District of Quito. Surveys were conducted with business leaders from these organizations to collect data on the realities of online commerce. The results showed that, although progress had been made, areas for improvement persisted in online buying and selling, such as cybersecurity, data protection, consumer experience, and expansion into international markets. Despite these challenges, the study concluded that a significant number of corporate leaders demonstrated strong acceptance of e-commerce implementation in their businesses. This underscores the importance of continuously improving digital components, guided by the proposed business model and strategies aimed at enhancing customer service, increasing user trust, and ensuring greater security.