They don’t com­plain as much and are less de­mand­ing than S’pore­ans

New Straits Times - - News -



MALAYSIANS are con­tent con­sumers of ecom­merce and do not com­plain as much as re­gional neigh­bours, es­pe­cially Sin­ga­pore.

They are also less de­mand­ing, with only a small num­ber reg­u­larly asking for re­funds or giv­ing bad re­views on web­sites.

In a study con­ducted by e-com­merce groups, iPrice and Trusted Com­pany, Malaysia was com­pared to Sin­ga­pore, In­done­sia and the Philip­pines to re­veal con­sumer be­hav­iour.

The re­sults were ex­tracted from 30,000 cus­tomer re­views from lo­cal, re­gional and in­ter­na­tional e-com­merce sites.

iPrice Group (Malaysia) con­tent mar­keter Jeremy Chew said the re­sults showed that among the four coun­tries in South­east Asia, Malaysia was num­ber two in terms of sat­is­fac­tion in e-com­merce.

He said this was gar­nered from the av­er­age rat­ing that Malaysians gave to ser­vices, which was four out of five stars.

“In­done­sia is num­ber one in terms of sat­is­fac­tion with a stan­dard rat­ing of 4.2 out of 5 stars.”

He said the sur­vey showed how Malaysians and Sin­ga­pore­ans were dif­fer­ent, with the lat­ter be­ing more prone to “yell” com­plaints by us­ing cap­i­tal letters in re­views and asking for re­funds.

“This means that Sin­ga­pore­ans have higher ex­pec­ta­tions of e-com­merce mer­chants.”

He said the study was limited to the four coun­tries as their e-com­merce land­scape was sim­i­lar.

“We wanted to fo­cus on the four coun­tries and com­pare their peo­ple’s be­hav­iours.

“We felt that Malaysia, Sin­ga­pore, In­done­sia and the Philip­pines were most rel­e­vant as their ma­tu­rity lev­els in ecom­merce are sim­i­lar when com­pared with slightly de­vel­oped mar­kets like Viet­nam and Myan­mar.”

iPrice is South­east Asia’s lead­ing plat­form to con­nect con­sumers with e-com­merce mer­chants through a great shop­ping ex­pe­ri­ence.

Trusted Com­pany is a re­view plat­form for e-com­merce busi­nesses in emerg­ing mar­kets, like South­east Asia and In­dia.

We wanted to fo­cus on the four coun­tries and com­pare their peo­ple’s be­hav­iours.

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