The study endeavored to understand the changes that have occurred in consumer expectations after COVID-19 towards online shopping. The COVID-19 pandemic brought about an increase in online shopping because of government imposed restrictions and consumer anxiety over the potential health risk associated with in- store shopping. However, after the pandemic once again changes have been observed and noted too in consumer expectations. It is equally very important for E- commerce industry to understand consumer expectations and try to fulfill them through the best possible way. Some government started to relax their restrictions and consumers started to return to in-store shopping, creating the possibility that the volume of online shopping would decrease once stores reopened however, consumers may continue to shop online more than they did prior to the pandemic because of their experience during the lockdown. Regardless of the shift in consumer demand towards essentials, all categories are moving online for good. To know and understand consumer expectations after COVID-19 pandemic towards online shopping a survey has been conducted with a random sampling of 110 consumers belonging to the Mumbai suburban region. The findings highlighted that the main components like mode of shopping, their experience and expectations regarding the price, quality, privacy protection, information and reviews of product and services, effectiveness, Customer service approach and so on. Significantly influenced consumer expectations after COVID-19 pandemic. The findings of the study will help to identify the changes which have occurred in consumers’ expectations post COVID-19 pandemic.

Keywords: E-Commerce, Consumer Expectations, Marketing Strategy, COVID-19.

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