Exploring the Mobile Shopping Experience: A Comparative Study of Perceived Service Quality on Lazada and Shopee Platforms

Abstract

Mobile commerce (m-commerce) refers to the range of commercial activities and
transactions conducted through communication technology networks, allowing individuals
and businesses to buy, sell, and exchange goods and services using mobile devices. The
popularity of m-commerce has surged due to the rapid growth in mobile device usage and
market penetration. When consumers experience dissatisfaction with the perceived service
quality offered by a company in the m-commerce sector, it creates a negative impression
that can tarnish the company's reputation. This dissatisfaction ultimately reduces overall
customer satisfaction, as individuals find their expectations unmet or compromised. This
research examines the impact of service quality, system quality, and information quality
dimensions on perceived service quality within the context of mobile commerce in Malaysia,
with a particular focus on leading platforms such as Lazada and Shopee. The study gathered
data through a combination of online and offline surveys, involving a sample of 384 mobile
commerce users in Malaysia. The results indicate that Lazada users prioritize various
aspects of m-commerce quality, such as responsiveness, personalization, and content
usefulness, which significantly influence their perception of service quality. In contrast,
Shopee users primarily emphasize responsiveness and content usefulness, with other factors,
such as interactivity, having a lesser impact on their perceived service quality. By identifying
the key drivers of perceived service quality, this research provides actionable insights for
improving user experience and optimizing service offerings on mobile commerce platforms
such as Lazada and Shopee. These insights can help mobile commerce platform operators
and service designers prioritize responsiveness, personalization, and content usefulness to
enhance user satisfaction and strengthen their competitive edge in the Malaysian market.