UNDERSTANDING THE PERCEPTION OF CUSTOMER EXPERIENCE: A CASE OF SHOPEE

Abstract

The expansion of Internet and information media generate changes in the business transaction that result in the emergence of new era by fostering the customer experience in the marketplace. Shopee was the largest e-commerce site in Southeast Asia with the gross merchandise value and total orderings. Drawing upon this, the study attempts to examine the primary factors influencing customer experiences in Shopee platform. Using perceived promotional, perceived trust and perceived privacy as the independent variables and customer experiences treated as dependent variable. The information was gathered by the means of questionnaire survey. A number of 384 Shopee users participated in the study. Data management was performed using SPSS (Statistical Package of Social Sciences). It has hypothesized the variables involved and concluded with significant outcomes. In enhancing customer experiences, thus this study provides an insightful on customer perception about Shopee.