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CK Wong
nanyang
Nanyang Siang Pau, (local Chinese media) has recently published some data on online
shopping, from a survey conducted within Klang Valley (sampling size of 108
respondents).
We thought some of the ndings are interesting so we translate and summarize it
here. Before we start, below is the sampling demographics of the Nanyang's survey.
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Service level dissatisfaction is mainly due to lack of instant support and dif culties in
arranging returns. Respondents have feedback that online chat support is lacking,
and sometimes it is even dif cult for them to locate a phone number to contact.
Consumers can only wait for at least 30 to 60 minutes on email support / reply if
there is any issue.
In the case of product defects, it is dif cult to arrange exchange or return, and some
would have just given up if it is a low-priced item. Besides that, consumers are also
cautious on buying products online without a clear warranty protection.
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Even with challenges mentioned above, 70% of respondents are still optimistic on
online shopping, until the extent that retail will be dominated by online.
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Editor note: We are not sure how the question was being phrased to
the survey respondent, but we think that online shopping wouldn't 'kill' of ine
retail, both will co-exist and compliment each other! Read also 10 retail shop
Embed
ViewonTwitter
Survey results have also shown that online shopping is more favored by Millennials,
or to be precise those born after 1990. 37.5% of respondents between 16 to 27 years
old shop online more than twice a month, mostly on items like consumer electronics
and fashion.
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To be exact, 24% will not spend more than RM300 per online transaction to control
10...
excessive spending, while 26% will limit to only RM100 per transaction citing lack of
trust on shopping sites, and to avoid being cheated.
The remaining 50% do not have such cap on online transactions as long as the
product is what they wanted and comes with good price.
Some respondents have feedback that receiving online order is inconvenient when
they are not at home, in which they suggest to emulate Taiwan where as collection at
convenient stores is an option, where as consumers can collect the parcel after work.
Editor note: While convenient stores might not be the best or the only
solution here in Malaysia, parcel lockers like InPost and BOXiT might be an
option for mass in the future. Read also14 things you might not know about
Taiwan.
Nevertheless, there are also some respondents who have no issue of not being at
home to receive the order. The solution? They get the courier personnel to drop the
parcels at the security booth of condominium, or guarded community! So far there is
no parcel lost according to the respondents.
Top&PopularECommerceSitesin
Malaysia
It is the minority now for those who have never experienced shopping online. Out of
this 22% group, 50% still prefer to shop of ine due to lack of trust on e-commerce,
while 33% did get some one else to help buying online, and the remaining 17% do not
know how to shop online.
Top10marketplacestosellonlinein
Malaysia
As for the 78% who have online shopping experience, 18% of them are frequent
online shoppers (buy online more than 2 times monthly), 28% buy once or twice in 3
months, and the remaining big chunk of 54% are only buying online once or twice in a
year!
Analysisontop10onlineshopping
sitesinMalaysia
TheUltimateGuidetoECommerce
StatisticsofSoutheastAsia&
Malaysia
Compared to years earlier when ticketing (airline, hotel, travel etc) is the mainstream,
local online shoppers are buying from wider range of categories ever since the
emergence of e-commerce platforms.
Daily supplies (health & beauty, fast moving consumer goods, grocery, kitchenware)
top the respondents list with 39%, followed by fashion & accessories (23%), special or
rare items (20%), home appliance (7%), consumer electronics (7%), and food or health
items (4%).
Top10onlineshoppingsitesin
Malaysia
LABELS
ecommerce ( 143 )
ecosystem ( 106 )
malaysia ( 98 ) merchant
( 72 ) marketing ( 68 )
highlights ( 47 ) marketplace
( 34 ) market ( 30 ) mobile ( 30 )
sea ( 30 ) macro ( 24 ) guest ( 19 )
startup ( 18 ) payment ( 17 )
The main reason with daily supplies topping the list is, time-saving and convenience
conversion ( 16 ) interview ( 14 )
are the key motivations why consumers here prefer to shop online.
lazada ( 14 ) shipping ( 13 )
socialmedia ( 13 ) howto ( 12 )
It is not a secret that online always offer special and wide range of items which are
rakuten ( 12 ) advertising ( 11 )
Only 17% of respondents feedback that they buy online because it is cheaper than
( 10 ) regulation ( 10 ) taiwan ( 10 )
of ine, so it is not always true that online need to be cheaper than of ine in this case.
omnichannel ( 7 ) product ( 7 )
crossborder ( 6 ) google ( 6 ) mcommerce
( 6 ) paypal ( 6 ) qoo10 ( 6 ) creditcard ( 5 )
email ( 5 ) hermo ( 5 ) sponsored ( 5 )
11street ( 4 ) christyng ( 4 ) guidelines ( 4 )
instagram ( 4 ) janhungtze ( 4 ) pchome
( 4 ) search ( 4 ) singapore ( 4 ) tesco ( 4 )
aeon ( 3 ) alibaba ( 3 ) astro ( 3 ) book ( 3 )
buysilvermalaysia ( 3 ) china ( 3 ) cod ( 3 )
comparison ( 3 ) huawei ( 3 ) livingsocial
( 3 ) maybank ( 3 ) measurement ( 3 )
messaging ( 3 ) milestones ( 3 ) pts ( 3 )
review ( 3 ) seo ( 3 ) slideshare ( 3 ) taobao
( 3 ) warehouse ( 3 ) xiaomi ( 3 ) airasia
( 2 ) althea ( 2 ) anniversary ( 2 ) atoz ( 2 )
banner ( 2 ) bellaammara ( 2 ) blogshop
( 2 ) bookcafe ( 2 ) caring ( 2 ) cashback
( 2 ) content ( 2 ) coupon ( 2 ) creative ( 2 )
crm ( 2 ) dasher ( 2 ) ensogo ( 2 )
fashionvalet ( 2 ) nancial ( 2 ) gameon
Yes, half of the respondents feedback that the quality, appearance of the actual
Only 4% have prior experience that it is totally different, while 46% think it is slightly
different in which they usually experienced it with fashion items, followed by daily
littlewhiz ( 2 ) malaysiaairlines ( 2 )
supplies.
This is still acceptable by most respondents though, especially for lower-priced items.
End of the day, it is about online merchants gaining trust from the consumers.
( 2 ) segmentation ( 2 ) sme ( 2 )
sugarscarf ( 2 ) thailand ( 2 ) toysrus ( 2 )
tradegecko ( 2 ) travel ( 2 ) twenty3 ( 2 )
Note: All visuals above are designed by Silver Mouse based on the data compiled and presented by Nanyang.
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CK WONG
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6Comments
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Addacomment...
IHerbcouponcodeXeb12210%OFF+extra10%as
rewards
Veryniceinfographics.I'minterestedinMalaysiashopping
behaviorscuzI'mbloggingaboutiHerbandMalaysiaisa
hugemarketthere.http://pssupplementreviews.com/Keepit
up!
LikeReplyJul15,201611:27am
ChandruSharma
IITKanpur
Thereportisveryusefultoimproveandoptimizeitsonline
shoppingbehaviourandmakeabetterone.
ChandruSharma,EcbillaEcommerceportal
LikeReplyJul12,20169:58pm
FaridahHameed
UniversityoftheOzarks
Greatinfo,thanksfortranslatingandsharing
LikeReply
1Jul13,201610:20pm
EricLau
SEOConsultantatSEOMalaysia
Goodone,thanks!
LikeReply
1Jul13,20165:54am
MusthofaJaySquare
ManageratHMJPrinting
thanks!thisreallyhelpfulformyresearch
LikeReplyAug9,20166:23pm
CiWooi
WorksatAQMCreative&Communication
Goodsharing.Thanks
LikeReplyOct19,20168:59pm
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