STUDY: MALAYSIANS ‘CONTENT ONLINE SHOPPERS’
They don’t complain as much and are less demanding than S’poreans
KUALA LUMPUR email@example.com
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.