KUALA LUMPUR: Online consumers require a level of reassurance and some sense of service guarantee to them, with most wanting to know the companies that deliver their parcels, according to a Southeast Asian study by Ninja Van Group and DPDgroup.
Of those surveyed, 89 per cent said they would like to know the delivery company that delivers their parcels.
“The online shopping experience ends only when the shopper is in possession of the desired purchase. Delivery, being the final stage of online shopping, contributes significantly to the overall experience,” Ninja Van and DPDgroup said in a joint statement in conjunction with the release of their first E-commerce Southeast Asia (SEA) Barometer Report.
“E-commerce SEA Barometer Report 2021 – Uncovering SEA online shoppers & delivery preferences” covers six markets — Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam.
The study, conducted in July 2021, involved more than 9,000 participants and was aimed at learning Southeast Asian online shoppers’ buying habits as well as their desired shopping experience from purchase to delivery.
Ninja Van, a tech-enabled express logistics company, said the study reaffirmed its commitment to understanding the needs of its shippers and shoppers to provide hassle-free deliveries.
Citing Facebook and Bain & Co research, the statement noted that the number of online shoppers in Southeast Asia has seen an increase of about 70 million since the COVID-19 pandemic started two years ago, and is expected to grow to around 380 million by 2026.
“In the last 12 months, Ninja Van Group has delivered around two million parcels per day across the region covered in this report, corroborating the wider observation of immense e-commerce growth,” it said.
According to the statement, as shoppers acclimatise to online shopping, they also engage in cross-border retail.
“More than half of the respondents have bought from foreign websites, and most have expressed doing so several times.
“Besides purchasing from within the immediate Southeast Asian region, many shared that they have purchased from other Asian countries such as China, Hong Kong, Taiwan, Japan and/or South Korea. This consumer behaviour is a strong signal for online retailers to look beyond their shores and expand their customer base regionally or even globally,” it added.
Ninja Van Malaysia chief executive officer Adzim Halim said in the past two years, the company has witnessed how the pandemic has triggered the growth of e-commerce and driven more existing shoppers to order more online and new users to try online shopping for the first time.
“To be successful in this changing e-commerce landscape, we believe that companies will need to understand the shift in consumer shopping behaviour and expectations. This study, in partnership with DPDGroup, has allowed us to do that, as well as understand the challenges that online shoppers face.
“At Ninja Van Malaysia, we are committed to providing our shippers and shoppers the experience of hassle-free deliveries and we trust that the findings in this study will be a useful guide for small and medium enterprises and other industry players alike as they navigate the world of e-commerce in a post-pandemic world,” he added. – Bernama
