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2016 Malaysian online shopping behaviour

July 13, 2016

CK Wong

Category : ecommerce , ecosystem , infographic , macro , malaysia , market ,

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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Only 12% are satis ed with online shopping sites

Yes, you heard it right. 50% of the survey respondents feedback that there are rooms
for improvement for online shopping sites / platform / marketplaces here.
Only 12% of them are really satis ed, and the remaining 38% are in-between in
terms of satisfaction level.
These are the areas for improvement according to the respondents:
33% - not comprehensive in overall

 30% - lack of product selections

20% - lack of service level

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10% - lack of trust

10% - weak in overall

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Email support is too slow, instant chat is preferred

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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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70% are optimistic on online shopping

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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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Only 16% think otherwise, and 14% without comment.

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

we love and tips for e-commerce.

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.

50% will cap online transactions to RM300 or below

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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.

Inconvenience in receiving the order

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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

Only 22% never shop online

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

It is not just online ticketing now

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 )

not easily available from the of ine retail.

facebook ( 11 ) line ( 11 ) retailer

( 11 ) infographic ( 10 ) multichannel

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.

zalora ( 10 ) cybersale ( 9 ) ideas ( 9 )

lelong ( 9 ) mdec ( 9 ) #mycybersale

( 8 ) fashion ( 8 ) ful llment ( 8 )

groupon ( 8 ) amazon ( 7 ) ebay ( 7 )

Does the actual product received match the online

description?

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

( 2 ) getresponse ( 2 ) grocery ( 2 ) gst ( 2 )

product received matches the online visual, description presented.

hiring ( 2 ) ikea ( 2 ) indonesia ( 2 )

inventory ( 2 ) ipay88 ( 2 ) isis ( 2 )

Only 4% have prior experience that it is totally different, while 46% think it is slightly

kakaotalk ( 2 ) korea ( 2 ) line@ ( 2 )

different in which they usually experienced it with fashion items, followed by daily

littlewhiz ( 2 ) malaysiaairlines ( 2 )

supplies.

mastercard ( 2 ) matrade ( 2 ) maxaudio

( 2 ) milkadeal ( 2 ) pdpa ( 2 ) pharmacy

This is still acceptable by most respondents though, especially for lower-priced items.

( 2 ) prado ( 2 ) privatelabel ( 2 ) samsung

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 )

ux ( 2 ) visa ( 2 ) 99speedmart ( 1 ) adidas ( 1 )

Read also:Malaysian online shopping insights 2016 by Shoppu

adwords ( 1 ) adyen ( 1 ) aegis ( 1 ) aeonbig ( 1 )

alldealsleak ( 1 ) allstars ( 1 ) analytics ( 1 )
announcement

Note: All visuals above are designed by Silver Mouse based on the data compiled and presented by Nanyang.

apple

applecrumbyand sh ( 1 ) asos ( 1 ) autoparts

( 1 ) avenue86 ( 1 ) baby ( 1 ) babydash ( 1 )
babyland ( 1 ) beauty ( 1 ) bellroy ( 1 ) big ( 1 )
bitcoin ( 1 ) blibli ( 1 ) blooming ( 1 ) casestudy

CK WONG

( 1 ) cdn ( 1 ) cdnnetworks ( 1 ) chatime ( 1 )

churassociates ( 1 ) counterfeit ( 1 ) criteo ( 1 )

customization ( 1 ) dsyr ( 1 ) easybook ( 1 )
etrade ( 1 ) expedia ( 1 ) f&b ( 1 ) fabulousmum
( 1 ) fake ( 1 ) fedex ( 1 ) re yz ( 1 ) fraud ( 1 )
g3partners ( 1 ) gmail ( 1 ) go-jek ( 1 )
goodplace ( 1 ) gshome ( 1 ) gundam ( 1 ) hishop

R E L AT E D P O S T S

( 1 ) honor ( 1 ) idea ( 1 ) ilovehome ( 1 ) imoney

( 1 ) inpost ( 1 ) ipmart ( 1 ) job ( 1 ) kfc ( 1 ) kiasu
( 1 ) kuihraya ( 1 ) lativ ( 1 ) linepay ( 1 ) locker
( 1 ) longtail ( 1 ) lowyat ( 1 ) luvclo ( 1 ) luxury

( 1 ) mailchimp ( 1 ) malindoair ( 1 ) maswings

( 1 ) mataharimall ( 1 ) matecs ( 1 ) maxis ( 1 )
mayuki ( 1 ) mcdonalds ( 1 ) molpay ( 1 ) mrca
( 1 ) mrdiy ( 1 ) mudah ( 1 ) mybbstore ( 1 )
myths ( 1 ) nanyang ( 1 ) net ix ( 1 ) nile ( 1 )
onebabyworld ( 1 ) ookas ( 1 ) optimonk ( 1 )
oshbaby ( 1 ) photobook ( 1 ) pizzahut ( 1 )

T O P 1 0 M A L AY S I A N

TO P 1 0

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I N S TA G R A M M E R S I N
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ECOMMERCE
ENTREPRENEURS
BO...

poplook ( 1 ) popular ( 1 ) printcious ( 1 )

qqbabyshop ( 1 ) qrcode ( 1 ) reebonz ( 1 )
retargeting ( 1 ) return ( 1 ) ringgitplus ( 1 )
roadmap ( 1 ) rwgenting ( 1 ) saas ( 1 ) salary
( 1 ) sallyfashion ( 1 ) searchguru ( 1 ) shopback
( 1 ) shoppu ( 1 ) simplicity ( 1 ) sinchew ( 1 )
sony ( 1 ) soukai ( 1 ) speed ( 1 ) store4online

What say you?

( 1 ) sumitomo ( 1 ) technical ( 1 ) thestar ( 1 )

tmall ( 1 ) tokopedia ( 1 ) tradeworks ( 1 )

6Comments

Sortby Top

tripadvisor ( 1 ) trust ( 1 ) tunehotels ( 1 )

tvshopping ( 1 ) ubs ( 1 ) unctad ( 1 ) uniqlo ( 1 )
vietnam ( 1 ) vmall ( 1 ) voucher ( 1 ) waze ( 1 )

Addacomment...

wearable ( 1 ) website ( 1 ) zolace ( 1 )

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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