A Case Study of Customer Experiences, Expectations and Satisfaction Level toward Services provided by E-Commerce Shopee during COVID-19 Pandemic in Malaysia

International Journal of Tourism & Hospitality in Asia Pasific Pub Date : 2022-10-20 DOI:10.32535/ijthap.v5i3.1889

Nur Izzati Binti Khairul Anuar

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Abstract

Shopee is an international company that focuses mainly on e-commerce. It is also known for being one of the globe's most significant and advanced online markets. Due to the pandemic outbreak, the company has boosted rapidly to serve consumers and sellers in different countries across America and Europe who wanted to make a purchase and sell their products online, with 343 million monthly visits. Shopee provides customers with a simple, fast, and delightful online shopping experience that millions worldwide enjoy daily. The study's objective is to examine the customer expectations, experiences and satisfaction levels toward using e-commerce Shopee during the COVID-19 pandemic in Malaysia. A total of 110 Shopee users from Malaysia participated in an online survey via a google form. Our findings provide new insights into customer expectations, experiences and satisfaction, which are helpful for the company. This study also provides recommendations that lead to improved customer satisfaction. Keywords: Shopee, E-Commerce, Expectations, Experiences, Customer Satisfaction, COVID-19, Malaysia

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2019冠状病毒病疫情期间马来西亚电商店铺的客户体验、期望和满意度案例研究

Shopee是一家专注于电子商务的国际公司。它也是世界上最重要和最先进的在线市场之一。由于疫情爆发，该公司迅速发展，为美国和欧洲不同国家的消费者和卖家提供服务，他们希望在线购买和销售产品，每月访问量达到3.43亿次。Shopee为顾客提供简单、快捷、愉快的网上购物体验，全球数百万人每天都享受着这种体验。该研究的目的是研究在马来西亚COVID-19大流行期间，客户对使用Shopee电子商务的期望、体验和满意度。来自马来西亚的110名Shopee用户通过谷歌表格参与了一项在线调查。我们的研究结果对客户期望、体验和满意度提供了新的见解，对公司有帮助。本研究亦提供改善顾客满意度的建议。关键词:Shopee，电子商务，期望，体验，客户满意度，COVID-19，马来西亚

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International Journal of Tourism & Hospitality in Asia Pasific

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