A scrutiny study between Shopee and Lazada user Experience and Satisfaction among Filipino Customers

Abstract

The emergence of e-commerce has had a huge influence on worldwide society,
changing how individuals trade and purchase things. The COVID-19 epidemic
hastened the switch to online purchases and raised e-commerce sales in the
Philippines. Mobile devices are quickly dominating online shopping, and digital businesses must adapt to meet the needs of mobile customers. A mobile ecommerce platform’s user experience (UX) must be fluid, simple, and welldesigned. As a result, the purpose of this study was to assess and compare the
UX satisfaction of Filipino customers. The User Experience Questionnaire
Short Version (UEQ), System Usability Scale (SUS), and Net Promoter Score
(NPS) were utilized in the study to assess UX satisfaction. The online study of
120 Filipino customers discovered substantial disparities in UX and satisfaction between the Shopee and Lazada mobile applications. The findings of
this study add to a better understanding of the importance of UX in mobile ecommerce satisfaction. They can assist in improving the user experience of
mobile applications for Filipino customers