International Research Journal of Advanced Engineering and Science

ISSN (Online): 2455-9024

Comparative Analysis of Shopee and Lazada Web

Service
(Study on Shopee and Lazada Users in Jakarta City)
Imoda David Tinambunan1
1
Sistem Informasi Bisnis, Gunadarma University, DKI Jakarta, Indonesia-13450

Abstract— One type of technology that has developed quite rapidly is with other customers. Various kinds of necessities are
the internet network. This internet network technology, for some of provided by lazada and shopee ranging from home needs to
the leading companies in Indonesia, has been used as a means for office needs, baby needs to adult needs. Other facilities
business of buying and selling e-commerce or online businesses, such provided are various kinds of payments such as telephone,
as Shopee and Lazada. This study aims to measure the quality level
of Shopee and Lazada sites, through the Webqual 4.0 approach and
electricity, PAM, PBB and others as. Ticket purchases are also
descriptive statistics, and to analyze the differences in quality at common and shopees provide such as plane tickets, trains. The
Shopee and Lazada sites. The researcher uses a webqual three- advantages offered are very tempting for consumers such as
dimensional method approach, i) the quality of information, ii) the free shipping, on-site payment (COD), and discounts. Goods
quality of interaction and iii) the quality of use for comparison of the tracking facility from purchase to receipt of goods clearly
quality of the site. The data used in this study were questionnaires illustrated.
distributed to 199 respondents with population of Shopee and Lazada
users in the city of Jakarta. The results obtained are as follows, II. LITERATURE REVIEW
Shopee's site has an average score of 43.22% and Lazada with an
Previous studies related to the use of webqual to assess the
average score of 37.69%. So that it can simply be concluded that
these two sites are in the good category. In Lazada, the variables that quality of a site are given as follows. The study was conducted
influence customer satisfaction only come from the variable quality with the aim of analysing the quality of information systems
of use, whereas for Shopee, the three variables tested give an from the BSI Academy Service in Jakarta, Indonesia by using
influence on customer satisfaction. This conclusion is supported by the webqual method, Importance Performance Analysis and
the results of paired t-test analysis on the quality variable and Fishbone to increase the trust and satisfaction of students7.
satisfaction variable which is indicated by the results of the Research that uses webqual to analyse the quality of a site that
probability of use quality is 0.056> 0.05, and t count the quality of explains about e-products has been done. This research
use is - 1.923 <t table is 1.976, this also occurs in the analysis paired focuses on assessing the role of e-products under the site and
t-Test for customer satisfaction.
their effect on marketing. The usability, ease of use, visual
Keywords— Webqual 4.0, descriptive statistics, paired t-Test, appeal, and empathy of e-products under the site are
information quality, interaction quality, quality of use. investigated as well as other components including training,
research, informative, ethnicity, and technical products8. The
I. INTRODUCTION study was conducted using Tokopedia's online marketplace
Businesses based on marketplace start-up (e-commerce) is data in Indonesia. This study will measure the quality of the
currently one of the trading types that is quite prospective by Tokopedia site through Webqual 4.0 dimensions (usability,
business people around the world. The diversity of the information quality, service interaction) and user satisfaction
emergence of online trading business provides choices for variables13. The study was conducted by comparing 2 (two) e-
consumers to choose which sites benefited the most. according commerce sites namely elevenia.co.id and bhinneka.com. In
to Snapchart survey, the marketplace start-up that has been terms of situational evaluation bhinneka.com outperformed all
operating in the country today, i.e. 14 Shopee, Lazada, aspects of the question aspect with elevenia.co.id in terms of
Tokopedia, Bukalapak, Elevenia, OLX, JD.id, MatahariMall, the usability category 3,556 versus 3.5. In terms of the quality
Zalora, Berrybenka, Salestock, Blanja, Bhinneka, Qoo10. of information 3,683 versus 3,407. In terms of service
Among these e-commerce start-ups, we choose Shopee interactions 3,590 versus 3,333 and in terms of impressions
and Lazada as our research objects. This is because based on 3,833 versus 3,5006 The study was conducted in 2 (two) banks
the results of a survey conducted by Snapcart in January 2018 in West Java, Indonesia, namely BJB banks and Bank
of 6,123 respondents, Shopee was ranked first, followed by Mandiri. The results showed that there were no differences in
Lazada as runner up; although Lazada penetrated Indonesia on perceptions about e-banking services between customers and
year earlier, which is in year 2014, than Shopee which began BJB Bank banks12. This study uses webqual to measure site
in 2015. According to scoring results given from Snapchart quality in Saudi Arabia using the proposed evaluation
survey, Shopee scored 81 and Lazada scored 80. instrument. To achieve this goal, six e-commerce websites
Lazada and Shopee is one of the e-commerce that has a were selected for evaluation and then categorized into three
basic form of business customer to customer. Lazada and categories: domestic, regional and international2. The study
Shopee provide virtual store facilities to make transactions was conducted in 4 (four) banks operating in West Java,

385

Imoda David Tinambunan, “Comparative Analysis of Shopee and Lazada Web Service (Study on Shopee and Lazada Users in Jakarta
City),” International Research Journal of Advanced Engineering and Science, Volume 4, Issue 3, pp. 385-388, 2019.
 International Research Journal of Advanced Engineering and Science
ISSN (Online): 2455-9024

namely BJB Bank, Mandiri Bank, DKI Bank, and Bank of B. Questionnaire
BNI. The results of the three discriminant analysis factors Questionnaire questions are presented in the Tables 1, 2, 3
show that there are differences between local government and 4.
bank customers, government banks and private banks11.
Based on this background the researchers intend to make a TABLE 1. Information Quality Question Construct
NO Question / Statement
comparison of the Shopee site and the Lazada site by using the IQ Information Quality
Code
Webqual 4.0 method by using three main indicators in the 1 Website provides product information in detail X11
Webqual method, including usability, information quality, and 2 Website provides reliable product information X12
service quality. 3 Information on the website is always updated information X13
4 The website provides product information that suits user
X14
III. RESEARCH METHODS needs
5 The website provides information about products that are easy
In general, the research methods conducted by researchers X15
to read and understand
on this research consist of 4 phases. The chart of the research 6 Website provides relevant product information X16
outline is presented in Figure 1. 7 Overall, the information provided by the site satisfies the user X17

TABLE 2. Construct Questions for Interaction Quality

Problem
Identi fication
Data C ollecti on NO Question / Statement
Code
SIQ Information Quality
1 The website has a good reputation X21
2 Users feel safe when making transactions / interactions
Sampling Type
X22
through the website.
3 The website maintains the user's personal information X23
4 Users feel safe when sharing website information links
X24
Questionnaire
through social media
Design 5 The website provides an opportunity to give suggestions /
X25
complaints on the rating / review page
Questionnaire 6 Users feel confident that all information and services on the
X26
Questionnaire website are running well as promised.
distribution 7 The website responds to complaints / criticism from users X27
8 The website provides online chat facilities for product and
X28
service questions and answers
Questionnaire 9 Overall, users are satisfied to interact with the site X29
Result
TABLE 3. Construct Question Ease of Use
Descriptive NO Question / Statement
statistics
Code
UQ Use Quality
1 Users find it easy to learn about the operation of the site X31
2 The site is very easy to understand and not confusing. X32
Data Analis
Variable Test
3 Users easily find the desired product (easy to navigate)
X33
through the site.
4 Site has an attractive appearance X34
5 The site address is easy to access X35
Paired t-Test 6 Overall, sites are easy to use X36
Analysis results

TABLE 4. Construct Customer Satisfaction Questions

Fig. 1. Research Method
NO Question / Statement
A. Problem Identification ALL Overall
1 In general, e-commerce sites are commonly used for transactions
The problems are derived from data and information a. Lazada
obtained by external parties in Shopee.co.id and Lazada.co.id. b. Shopee
which is Snapchart survey. The results imply that Shopee and c. Others: .......
2 In general, e-commerce sites are better:
Lazada are in the top rank in the category of e-commerce a. Lazada
brands and most e-commerce platforms that are used in buying b. Shopee
and selling transactions. c. Others: .......
Samples are collected in the area of Jakarta and 3 Are you going to promote e-commerce sites that you use to your
friends or relatives?
surrounding cities, i.e. Bekasi, Tangerang., namely internet
1. Iya
users who have done online shopping through e-commerce 2. Tidak
sites at least once, especially on Lazada.co.id and Shopee.co.id 3. Mungkin
sites. The study took approximately 6 months starting from 4 Why don't you switch to the mobile application?
August to December 2018.
The object of research is comparing the site quality Questionnaires were distributed through communication
between Lazada.co.id and Shopee.co.id specified in customer media and electronic media. For communication media,
satisfactory level of conducting transactions using these sites. sampling spread is obtained from WhatsApp online chat
media. The sample for this study is expected to be a number

386

Imoda David Tinambunan, “Comparative Analysis of Shopee and Lazada Web Service (Study on Shopee and Lazada Users in Jakarta
City),” International Research Journal of Advanced Engineering and Science, Volume 4, Issue 3, pp. 385-388, 2019.
 International Research Journal of Advanced Engineering and Science
ISSN (Online): 2455-9024

of: TABLE 5. Descriptive Statistics of Customer Satisfaction

Category Site Frequency Percentage
Other 48 24,12%
Transaction
LAZADA 74 37,19%
Site
SHOPEE 77 38,69%
Other 38 19,10%
Best Site LAZADA 75 37,69%
by taking an error margin of 5%
SHOPEE 86 43,22%
C. Data Analysis Maybe 70 35,18%
Promotion
No 26 13,07%
The period of online survey is between 23 October 2018 to Agreement
Yes 103 51,76%
14 November 2018, that consist of 205 respondents. We then, Grand Total 199 100,00%
purified these respondents by deleting respondents 1, 2, and 3
B. Variable Test
since the filling in both the Lazada and Shopee core
questionnaire was incomplete. We also eliminate Validity & Reliability Test
Questionnaires 85, 133 and 157 due to common answers. In the output of correlation table 6 for Lazada customer
Thus, a total of 199 answers were obtained. satisfaction, it can be seen in the Corrected Item-Total
Correlation column, known Y1L correlation with a total score
D. Test Validity & Reliability of 0.692. See also the correlation Y2L and Y3L with a total
According to Masrun, in Sugiyono (2003: 124) states that score showing the correlation value above the value of r table
items that have a positive correlation with criteria (total score) 0.168, it can be concluded that the item is valid and for
and high correlation, indicate that the item has high validity as Shopee customer satisfaction, it can be seen in the Corrected
well. Statistical testing refers to the criteria: Item-Total Correlation column, Y1L correlation is known with
• r count < r critical then invalid a total score of 0.743. See also the correlation Y2L and Y3L
• r count > r critical then valid with a total score showing the correlation value above the
The item is said to be reliable if the Cronbach's Alpha value value of r table 0.168, it can be concluded that the item is
is greater than the critical value. The critical value set is valid.
between 0.6 and 0.7 (Sugiyono, 2003: 124).
• If the Alpha value > 0.6 is reliable TABLE 6. Lazada Customer Satisfaction Output Validity (YL)
Item-Total Statistics
• If the Alpha value < 0.6 is not reliable. Scale Scale
Corrected Cronbach's
Mean if Variance if
E. Paired Samples t-Test Site Item
Item Item
Item-Total Alpha if Item
Correlation Deleted
To answer the truth of the results of the linearity test Deleted Deleted
analysis as well as to answer hypotheses from any dimension, Y1L 7,39 1,583 0,678 0,649
Lazada Y2L 7,40 1,777 0,595 0,742
the t-test is used between the perceptions and expectations of
Y3L 7,15 1,873 0,606 0,730
users to find out the quality of Lazada and Shopee sites. Y1S 7,57 2,085 0,743 0,804
Shopee Y2S 7,52 2,140 0,728 0,818
Y3S 7,36 2,210 0,749 0,800

IV. RESULTS AND DISCUSSION Table 7 is the reliability test results for Lazada customer
A. Descriptive Statistics satisfaction where the value obtained on the Cronbach's Alpha
The number of respondents who used Lazada to conduct value of 0.786 with the number of items as much as 3.
transactions amounted to 74 respondents, the difference was Because the value is more than 0.6, it can be concluded that
only 3 respondents with Shopee who had a frequency of 77 the instruments on customer satisfaction are reliable. And for
respondents. While other e-Commerce site users were 48 the reliability test results for Shopee customer satisfaction,
respondents. While the frequency of respondents who chose which obtained a Cronbach's Alpha value of 0.863 with the
Shopee as well as the best site at this time was 86 respondents, number of items as much as 3. Because the value is more than
disputing 11 respondents with Lazada who was chosen as the 0.6, it can be concluded that the instruments on interaction
best site with 75 respondents. The remaining 38 respondents quality are reliable.
do not have Lazada or Shopee as well as the best sites. And in TABLE 7. Output Lazada Customer Satisfaction Reliability Test
percentage, respondents who are willing to promote their site Reliability Statistics
are 51.76%, while those who are not willing to promote are Site Cronbach's Alpha N of Items
13.07%. This indicates that many respondents are willing to Lazada .786 3
Shopee .863 3
promote because of their satisfaction in conducting
transactions on both e-commerce sites. Table 5 describes the
Paired t-Test
results of the customer satisfaction questionnaire given by
Based on the provisions by comparing with the calculated t
respondents.
value with t table, we get:
- If t arithmetic <t table, then Ho is accepted, and Ha is
rejected

387

Imoda David Tinambunan, “Comparative Analysis of Shopee and Lazada Web Service (Study on Shopee and Lazada Users in Jakarta
City),” International Research Journal of Advanced Engineering and Science, Volume 4, Issue 3, pp. 385-388, 2019.
 International Research Journal of Advanced Engineering and Science
ISSN (Online): 2455-9024

- If t arithmetic> T table, then Ha is accepted, and Ho is 43.22% and Lazada with an average score of 37.69%. Also the
rejected results of calculations using the paired t-test method on the
In table 8, it is obtained that the probability for information quality variable and satisfaction variable which is indicated by
quality and interaction quality is 0.013 <0, 05 and 0.030 the results of the probability of use quality is 0.056> 0.05, and
<0.05, then Ho is rejected or the two population averages are t count the quality of use is - 1.923 <t table that is 1.976,
not the same. While the probability of use quality is 0.056> which means Shopee, has three variables which has an effect
0.05, then Ho is accepted or both population averages are the on customer satisfaction. This can be seen from the results
same. carried out in all analyzes namely the t-Test analysis on the
quality of the t-Test analysis on satisfaction.
TABLE 8 Calculation of Paired Sample t - Test Sample Test
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388

Imoda David Tinambunan, “Comparative Analysis of Shopee and Lazada Web Service (Study on Shopee and Lazada Users in Jakarta
City),” International Research Journal of Advanced Engineering and Science, Volume 4, Issue 3, pp. 385-388, 2019.