Chapter 5

SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATIONS

This chapter presents the summary of findings from the analysed data; and the

recommendations offered in the light of the findings and the conclusion.

From the previous chapter, findings  are created by the researchers. The data gathered were

tallied, tabulated, analyzed and interpreted through getting the frequency and percentage,

ranking and weighted means as the statistical tools used. The analysis of data

revealed the following results:

1. On the Platforms Used by the Respondents

1.1(a frequency of 97 out of 100 respondents) were belong using Shopee as online platform.

1.2 Both Lazada and Grab give the same result which is (A frequency of 58 out of 100

respondents)

1.3 ( a frequency of 35 out of 100 respondents) were belong using lalamove as a online

platform.

1.4 ( a frequency of 27 out of 100 resp) were using shien as a online platform.

1.5 ( a frequency of 2 out of 100 resp) used facebook as a online platform.

1.6 While Zaful, Taobao, and Food Panda also received the same percentage which is (1 out of

100 repondents )
2. Level of satisfaction

2.1 Price

2.1.1 “Value based pricing” with a weighted mean of 3.4 and a verbal interpretation of very

satisfied.

2.1.2 “Value based pricing” with a weighted mean of 3.36 and a verbal interpretation of very

satisfied.

2.1.3 “Competition based pricing” with a weighted mean of 3 and a verbal interpretation of

satisfied.

2.2 Shipping

2.2.1 J&T Express with a weighted mean of 3.43 and a verbal interpretation of very satisfied.

2.2.2 Lazada (LEX) with a weighted mean of 3.02 and verbal interpretation of very satisfied.

2.2.3 Shopee Xpress with a weighted mean of 3.38 and verbal interpretation of very satisfied.

2.2.4 Ninja Van with a weighted mean of 2.94 and verbal interpretation of satisfied.

2.3 Service Quality

2.3.1 “Process of getting problem resolved” with a weighted mean of 3.07 and verbal

interpretation of very satisfied.

2.3.2 “Knowledge of the Customer Representative to solve the issue” with a weighted mean of

3.24 and verbal interpretation of very satisfied.

2.3.3 “Time-taken by the Customers Representative to solve the issue” with a weighted mean

of 2.74 and verbal interpretation of satisfied.

2.4 Responsiveness

2.4.1 “Professional Response” with a weighted mean of 3.36 and verbal interpretation of very

satisfied.

2.4.2 “Relevance of Response” with a weighted mean of 3.14 and verbal interpretation of very

satisfied.

2.4.3 “Timely Response” with a weighted mean of 2.76 and verbal interpretation of satisfied.

3. Problem Encountered in Online Selling

3.1.1 “Fake Product Reviews” with a weighted mean of 3.52 and verbal interpretation of

strongly agree.

3.1.2 “Data Security” with a weighted mean of 3.43 and verbal interpretation of strongly agree.

3.1.3 “Competitive Market” with a weighted mean of 3.22 and verbal interpretation of strongly

agree.

4. Recommendations for the Improvement of Quality of Online Retailers

“Online Shopping Saves Time and Effort” with a weighted mean of 3.72 and verbal

interpretation of strongly agree.

“Lack of opportunity to try the actual products” with a weighted mean of 3.53 and verbal

interpretation of strongly agree.

“Returns can be complicated” with a weighted mean of 3.47 and verbal interpretation of agree.

“Better Prices compared to physical shops” with a weighted mean of 3.45 and verbal

interpretation of agree.

“Availability of online shops are more convenient than physical stores” with a weighted mean of

3.42 and verbal interpretation of agree.

“Greater diversity and variety of products” with a weighted mean of 3.39 and verbal

interpretation of strongly agree.

“Risk and fraud” with a weighted mean of 3.22 and verbal interpretation of strongly agree.

“Shipping and Delivery may not be accurate” with a weighted mean of 3.09 and verbal

interpretation of strongly agree.

“No sale assistance” with a weighted mean of 3.02 and verbal interpretation of strongly agree.

“Online shopping saves money” with a weighted mean of 2.81 and verbal interpretation of

agree.