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 andtransactions conducted through communication technology networks, allowing individualsand businesses to buy, sell, and exchange goods and services using mobile devices. Thepopularity of m-commerce has surged due to the rapid growth in mobile device usage andmarket penetration. When consumers experience dissatisfaction with the perceived servicequality offered by a company in the m-commerce sector, it creates a negative impressionthat can tarnish the company's reputation. This dissatisfaction ultimately reduces overallcustomer satisfaction, as individuals find their expectations unmet or compromised. Thisresearch examines the impact of service quality, system quality, and information qualitydimensions 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 gathereddata through a combination of online and offline surveys, involving a sample of 384 mobilecommerce users in Malaysia. The results indicate that Lazada users prioritize variousaspects of m-commerce quality, such as responsiveness, personalization, and contentusefulness, 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 identifyingthe key drivers of perceived service quality, this research provides actionable insights forimproving user experience and optimizing service offerings on mobile commerce platformssuch as Lazada and Shopee. These insights can help mobile commerce platform operatorsand service designers prioritize responsiveness, personalization, and content usefulness toenhance user satisfaction and strengthen their competitive edge in the Malaysian market.