Welcoming National Shopping Day, E-Commerce Competes To Improve Service Quality

Photo: Doc. Ipsos Indonesia

JAKARTA - Since being present in the community, e-commerce has created a transition in shopping activities to meet people's needs. Various technological innovations and programs presented by e-commerce companies continue to help provide an easier and unlimited shopping experience. Wherever people are, whenever the desired time and whatever needs are sought, e-commerce is the main reliable destination.

Conversely, consumers are also an important part of building a sustainable e-commerce ecosystem. Without a strong user base, it is impossible to create a profitable buying and selling transaction between business actors and potential consumers.

Therefore, throughout 2024 alone, e-commerce players in Indonesia such as Tokopedia, Shopee, Lazada and TikTok Shop continue to present a series of interesting campaigns and offers that are their strategies in acquiring new users.

However, fulfilling satisfaction and creating loyal consumer retention requires a more holistic approach. E-commerce companies are required to be able to innovate according to consumer behavior and preferences to be able to provide the best personalized online shopping experience of each individual's needs.

Especially in welcoming the excitement of year-end spending, where the euphoria and enthusiasm of the public for online shopping will increase, while consumer satisfaction is a crucial factor that must be prepared by e-commerce people in order to be able to compete at this important moment.

The success of an e-commerce in occupying the top position at the level of satisfaction with online spending for consumers, of course, is in the background of influential aspects. Through this presentation, Ipsos will take a deeper look at what are the essential aspects for respondents in determining the level of satisfaction of their online spending, as well as which e-commerce has the right and consistent strategies.

The results presented later are expected to help the community in welcoming year-end online shopping festivals with e-commerce with the best holistic shopping experience.

So, what kind of e-commerce platform is the choice of society? Which aspects also influence and are considered important by respondents in determining their level of satisfaction in shopping online?

Based on the latest research results from Ipsos Indonesia, Shopee is considered by users to be the most satisfying e-commerce platform in providing a holistic online shopping experience. Ipsos research entitled Online Shopping Experience and Satisfaction at E-commerce' and held in June 2024, shows that Shopee excels in providing and providing the highest level of satisfaction in the online shopping experience.

Shopee's advantage is also supported by data, where Shopee (62 percent) is the first choice to be recommended by consumers to close relatives, followed by Tokopedia (46 percent), TikTok Shop (42 percent), and Lazada (36 percent).

"It can be seen that e-commerce players compete through technology and program innovation to attract the public. However, what will be sought by the public is only that can create feelings of satisfaction in the experience of online shopping. Sustenance through various important aspects that Shopee can meet, makes Shopee superior as the main choice for Indonesian consumers to create a holistic and reliable online shopping experience. The ecosystem strategy presented by Shopee to satisfy the community shows their readiness to face high volume during the shopping festival period at the end of this year," said Andi Sukma, Executive Director of Ipsos Indonesia.

The increasing interest in online shopping opens up great opportunities for e-commerce platforms to continue to develop in increasing consumer satisfaction. E-commerce is also considered to be the right investment place for sellers to expand their market and continue to grow.