People Choose Online Shopping in Marketplace Over Social Media


The COVID-19 pandemic has shifted people's lives to the online realm, including shopping for everyday life. This shift will also continue in 2021.

54% of 2,037 respondents said their online shopping frequency increased in the last six months. Several categories that are widely purchased online include food and beverages, fashion, credit, books and hobbies, to cosmetics.

The platform chosen for online shopping is still dominated by the marketplace, which is the choice of 92% of respondents. While social media such as Instagram, WhatsApp, and Line only cover 17%.

Currently, only 17% of those who use social media use social media to shop and buy now, because goods are only sold through social media. So if there are already options in the marketplace, they will probably choose the marketplace.

Meanwhile, Shopee will become the number one marketplace platform in 2021 with 78% of respondents' votes.

For payment methods, digital wallets are now the choice of most consumers, increasing from 56% in 2020 to 62% in 2021. This method displaces virtual accounts which last year were in first position.

Although online shopping is now increasingly becoming an option, it seems that consumers are still facing several challenges. 58% of respondents complained that the goods they received when shopping online did not match the specifications or appearance on the site.

The same complaint was also expressed by consumers who shop online on social media. Some of the unpleasant experiences experienced by consumers when shopping on social media include long shipping, difficult to contact sellers, sellers who turn out to be frauds, and the goods received are fake.

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