A STUDY ON CONSUMER TRUST: AMAZON VS. GOOGLE REVIEWS – WHICH PLATFORM DO PEOPLE RELY ON MORE AND WHY?

In today’s digital landscape, online reviews significantly influence consumer decisions.
Among the most widely used platforms, Amazon and Google Reviews serve different yet
overlapping purposes—Amazon for product feedback and Google for service-based business
evaluations. This study explores which platform consumers trust more and why, focusing on
the key factors that shape perception and credibility. Through primary data collection and
secondary research, the study reveals that Amazon Reviews are generally trusted for product
purchases due to their verified buyer system, detailed feedback, and direct purchase link. In
contrast, Google Reviews are often preferred for local services because of their integration
with search and map tools. However, both platforms face challenges such as fake reviews, lack
of transparency, and algorithmic biases. Consumers consider factors like review authenticity,
relevance, reviewer identity, and platform design when deciding which reviews to trust. The
study provides insights into how trust in online reviews is formed and offers strategic direction
for businesses to manage their online reputation. It also educates consumers on how to
evaluate review credibility. These findings are valuable for marketers, platform developers,
and businesses aiming to enhance customer trust.