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Tokopedia named ‘most trusted’ platform as online promo war comes to end: study
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(Courtesy of Tokopedia)
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okopedia claims top position as the safest, most trusted and most satisfying platform, as Indonesians no longer see promotions and prices as the main factors determining their satisfaction in e-commerce transactions, a new study from Kadence International shows.
Conducted throughout Nov. 2-15 this year, the survey titled “The Most Trusted E-commerce” showed that Indonesian customers now pay more attention to the security and quality offered by e-commerce platforms.
The survey involved 1,200 users of e-commerce platforms in top-tier cities, namely Bandung, Surabaya, Makassar and Medan, and dug deeper into the aspects that drove satisfaction and trust in e-commerce platforms.
There were three main factors sought by e-commerce platform users in Indonesia, namely security, product quality and authenticity and delivery. These three factors then determined how satisfied customers were with the e-commerce platforms they used.
Using those factors as indicators, Kadence International found that the majority of respondents hailed Tokopedia as the safest platform (85 percent), the most trustworthy (86 percent) as well as the most satisfying in terms of products and delivery services (86 percent).
Overall, the publicly listed e-commerce giant claimed the highest user satisfaction index (89.68), followed by Shopee (87.77) and Lazada (81.61).
Adhistya Febriani, associate research director at Kadence International explained that, with so many e-commerce platforms available, consumers were looking for platforms that could provide a sense of security and comfort in the entire consumer-shopping chain.
