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Case Study B: Consumer Satisfaction in E-shopping: Shopee Malaysia CaseIn the contemporary digital era, E-shopping trends have steadily grown in Malaysia. Since the
Covid-19 epidemic made it convenient for customers to order the products they required
without having to visit a physical store, the number of users of the e-commerce platform has
expanded rapidly (Aryani et al., 2021). E-commerce is when people purchase and sell services
or goods on a specific platform using the internet (Yusof, Latiff, Farisah, Kassan, & Safari,
2021). Malaysia is one of the Southeast Asian ecommerce countries with the quickest growth
rates. In 2022, the Malaysian e-commerce industry was anticipated to increase by 19.9%,
reaching MYR 38.2 billion (USO 9.2 billion) due to the country's rapid shift from offline to online
purchases (Halo, 2022). The high acceptance of smartphones, expanding internet usage, and
the accessibility of reliable e-payment methods all contribute to the development. Shopee
attracted nearly 55 million visits from Malaysia each month in 2022. Since the COVID-19
outbreak started in 2020, the visits' amount to e-commerce sites has enlarged (Statista, 2022).
The benefit of shopping is the availability of a global market. For individuals who prefer to
avoid stores and long lines, online shopping is a fantastic alternative. The convenience of
Shopee satisfies its customers and attracts more users. Shopee, a Sea Group-owned
multinational technology business with a focus on the ecommerce industry, was established
in Singapore in 2015. Shopee has leading ecommerce area in Southeast Asia and Taiwan.
Shopee is a huge e-commerce site in Southeast Asia as of 2021, with 343 million monthly
visitors. Shopee provides a "Shopee Guarantee," a security solution for online buying that
distinguishes it from other platforms by deferring payment to vendors until buyers have
received their purchases (Shopee, 2021) Online shoppers are more inclined to buy things from
Shopee because of this service. In addition, Shopee offers a variety of product categories,
including beauty & personal care, home & living, home appliances and fashion accessories.
QUESTION(S):
a. Explain Shopee's successful use of social media platforms in Case Study B.
b. Identify Shopee's business risks in using internet marketing tools.
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