Lazada, Shopee and Tiktok Shop:

Comparing E-commerce Platforms in

terms of Product Quality, Delivery and

Customer Service

Bachelor of Science in Business Administration

Major in Operations Management

Research submitted

in partial fulfillment of the

requirements for the subject by:

Ana Vanessa L. Bonifacio

Brent Daynel L. Guinto

Pricilla Grace D. Manuel

Vince Kylle J. Quintos

January 2023

STI COLLEGE SAN FERNANDO

Mr. Arwyn Dela Cruz Miranda
Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

CHAPTER I

THE PROBLEM AND ITS BACKGROUND

This chapter contains the introduction with the background of the study, statement of the

problem, objectives and significance of the study and its scope and limitation.

Introduction and Background of the Study (Pricilla Grace D. Manuel)

The change in the mode of selling and buying had a drastic effect in the market. E-

commerce platforms emerged even before the pandemic began, its growth is very evident

especially when COVID-19 pandemic started. According to an article entitled “The great

consumer shift: Ten charts that show how US shopping behavior is changing”, the expected

growth of purchasing of customers through online is 35% in different category of goods. E-

commerce is taking your business in electronic means where in it does not need a direct and

physical contact to your customers. Internet can eliminate the boundaries in terms of distance

and can extend their services all over the globe (Kiyici, 2012). It has a great advantage over

businesses who only cater their customers through their physical stores. In terms of product

reach, E-commerce is a great platform. Some reasons of the popularity of online shopping are the

following: browsing product anytime, can compare prices, can save transportation costs and

time, availability of service anytime and no more waiting in lines (Hudzinski, 2014).

Based on the data provided by Statista, a company that focuses on providing information

such as consumer data, Lazada and Shopee are included in the top five most popular E-

commerce website or platform as of 2022 and Shopee being the most visited with 77 million

website visitors and Lazada has 39 million website visitors. By the number of visitors they

garnered, Shopee and Lazada is indeed popular and a success. On the other hand, Tiktok shop is

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

a new released social E-commerce platform. Originally, the purpose of Tiktok is for social media

and entertainment purposes and since the number of its users increased in the midst of pandemic,

Tiktok grabbed the opportunity. It is said that its diversity makes it easier to use and access. The

continuous growth of E-commerce changed the standard of shopping and expectation of

customers. Product quality is included in the expectation of customer and it is one of the factors

to consider when buying a product. In measuring the product quality of Lazada, Shopee and

Tiktok shop provides there are specifications that need to be consider such as its fit to purpose,

performance level and intended function, durability and life span, physical features and overall

conformity. The delivery also affects the product quality, customers need to consider on which

e-commerce platform has the better service in terms of delivery. A good delivery service should

base on the how customers track their parcels, how fast it can be delivered, choice of shipment,

the price of shipping and the condition of parcel when delivered. After-sales service is also

observed in those E-commerce platforms and to measure their good customer service they should

have sense of urgency and consistent follow-ups.

To answer the gap, this study will determine how the new emerged E-commerce platform

differ from the those who are mostly used. Identify the experience and how customer and users

in different groups differentiate their experiences in Lazada, Shopee and Tiktok Shop. This

research aims to determine in what aspect is Lazada, Shopee and Tiktok shop differ and what

aspect they are similar in terms of product quality, delivery and customer service.

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

Statement of the Problem (Vince Kylle J. Quintos)

The general problem of the study is: What E-commerce platform is superior in terms of

product quality, delivery, and customer service?

The following are the specific questions:

1. What are the differences of E-commerce platforms in terms:

1.1 product quality,

1.2 delivery,

1.3 customer service?

2. What methods does E-commerce platforms utilize to improve:

2.1 product quality,

2.2 delivery,

2.3 customer service?

3. How does this research help in improving:

3.1 product quality,

3.2 delivery,

3.3 customer service?

Objectives of the Study (Brent Daynel L. Guinto)

The objectives of this study include:

1. To identify the preferred E-commerce Platforms of the consumer.

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

2. To assess which is more efficient among the E-commerce platform in terms of its product

quality, delivery and customer service.

3. To gain knowledge about E-commerce platforms and its reliability.

4. To gather information as to what E-commerce platforms is highly recommended by the

consumer.

Research Framework (Pricilla Grace D. Manuel)

Independent Variables
E-commerce Platforms:
Lazada, Shopee and Tiktok
Shop

Dependent Variable Dependent Variable

Dependent Variable
Product Quality Delivery
Customer Service
1. Fit to purpose 1. Delivery speed
2. Physical features 2. Shipping price 1. Sense of urgency
3. Durability and 3. Tracking 2. Follow-ups
Life span 4. Choice of
shipment

Figure 1. Conceptual Framework of the Study

Figure 1 presents the conceptual framework of the study, where in Lazada, Shopee and

Tiktok shop are compared in terms of Product Quality with factors that are considered (1)

fit to purpose;(2) physical features and (3) durability and life span. Delivery with factors

should be considered (1) delivery speed; (2) shipping price; (3) tracking and (4) choice of

shipment. Lastly, Customer service with factors that are considered which are sense of

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

urgency and Follow-ups. The arrow connecting the variables represents what area does

Lazada, Shopee and Tiktok shop are being compared.

Hypothesis of the Study (Ana Vanessa L. Bonifacio)

In line with the statement of the problem, the hypothesis formulated in this study was:

H 0-There is no significant difference between the three e-commerce in terms of product quality,

delivery, and customer service.

H 1- There is a significant difference between the three e-commerce in terms of product quality,

delivery, and customer service.

Significance of the Study (Brent Daynel L. Guinto)

This study is about comparing Lazada, Shopee and Tiktok shop in terms of Product

Quality, Delivery and Customer Service, and its beneficiaries are the following:

School Community. This study will create knowledge whereas data will be provided in

this research.

Future Researchers. This study can be used as future references of the future

researchers who has relevant topic

E-commerce platform users. This study will help the users to know what they should

consider in using or choosing an E-commerce platform to use.

Online Sellers. This study may create additional improvements within their products and

performance level based on this study.

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

General Public. This study may help those who are interested in this research and can

based their decision in what E-commerce platform should use.

Scope and Limitations of the Study (Vince Kylle J. Quintos and Ana Vanessa L.

Bonifacio)

This study focuses on comparing the E commerce platforms like Lazada, Shopee and

Tiktok shop in terms of their product quality, delivery and customer service.

This study will analyze which E-commerce platforms is more efficient to use according

to the customers experience while using the platform.

This study would be done through survey questionnaire that to be answered by the

customers who already used the 3 platforms.

This study uses convenience sampling and has a number of 50 respondents.

This study only covers the customer respondents from San Fernando, Pampanga.

The study is limited only to ascertaining the product quality, delivery, and customer

service of the three platforms.

Definition of Terms (Pricilla Grace D. Manuel)

This part consists of the following terms with conceptualize and operational definition that helps

in understanding the study:

E-commerce platform. It refers to software that enables a user to buy and sell goods over the

internet. This is a platform that enables buyers and sellers to connect with physical interaction.

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

Customer service. It is a service that companies provide to assist people who bought and use

their products. Also called after-sales service because after buying the product or rendering the

service customers will give their feedback, if problem occur assisting them is still part of

customer service.

Product Quality. This is what product needs to deliver value, it means that a product should

provide solution to a problem or meet the needs of consumer. Product quality focuses on solving

a problem and meeting a need (Gordon, 2022).

Diversity. It is recognizing and knowing that people have differences regarding their

environment, views and background. Additionally, it is putting subcultures in a larger scale to

achieve individual, subcultural, and organizational advancement (Waymer,2012).

Purchase Behavior. It is a way wherein consumers decide on what to buy, where to buy, when

to buy and how much budget a consumer should spend in a certain product or service. Purchase

behavior also includes the factors like their experiences in using the goods or rendering the

service (Kotler and Keller,2012).

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

CHAPTER II

THE REVIEW OF RELATED LITERATURE

This chapter focuses on relevant theories, related literature, and related studies related to

the current research. It also includes the conceptual framework and the study's hypothesis.

Relevant Theories (Brent Daynel L. Guinto and Ana Vanessa L. Bonifacio)

The following is a presentation of well-known, studied, and respected technology

adoption theories.

(Ana Vanessa L. Bonifacio)

The Theory of Reasoned Action for Predicting Consumer Behavior. According to

Ajzen and Fishbein (1980) they stated that this theory was made to develop and explain how a

consumer leads to a specific purchasing behavior and structured using the basic assumption that

human behaves. This includes their attitudes and subjective norms, Ajzen and Fishbein stated

that attitudes can influence behavior through a careful and reasoned decision-making processes,

that their consumers attitudes are based on the views and perceptions of individuals. Attitudes

are defined as a feeling that is considered to be a positive or negative expression in relation to

achieving an objective. In addition, to that the subjective norms represent a person's beliefs about

how others perceive their behaviour in order to determine whether or not they should perform the

behaviour.

(Brent Daynel L. Guinto)

Revealed Preference Theory by Paul Samuelson in (1938). Revealed preference

theory, in economics, a theory, introduced by the American economist Paul Samuelson (1938),

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

that holds that consumers’ preferences can be revealed by what they purchase under different

circumstances, particularly under different income and price circumstances. Revealed preference

theory works on the assumption that consumers are rational. In other words, they will have

considered a set of alternatives before making a purchasing decision that is best for them. Much

of the explanation for consumer behavior, particularly consumer choice, is rooted in the concept

of utility developed by the English philosopher and economist Jeremy Bentham. In the economic

theory of revealed preference, observing a person's purchase activity is the most accurate

approach to determine their consumption patterns. Revealed preference theory works on the

assumption that consumers will always choose their preferred alternative.

Related Literature

The researchers conducted extensive assessment of related literature to support the

analysis of the study.

Product Quality (Pricilla Grace D. Manuel)

Quality defines as the standard of excellence of product or service. Aside from price, the

product quality is also highly considered by the consumers because it gives them satisfaction

when the product exceeds or achieve their expectation.

Vistex, a company that provides professional services and help businesses to take control

of business process specifically, mission-critical process. According to Vistex, 71% of

consumers are willing to pay higher for the best quality that meet their standards. Companies

implement high safety standard to improve the quality awareness most especially those products

which receives strong concerns regarding in their quality. Moreover, E-commerce is a huge

platform to sell products and to ensure that the product is meeting the demand of consumers

while providing better quality, sellers should have quality seals. By providing quality seals

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

consumers will be complacent with the product they bought and buyers can build trust within the

shop and the product itself.

a. Fit to purpose (Vince Kylle J. Quintos)

A product is fit to purpose when it functions as intended and meets the expectations of

the consumers. According to Sauer et al. (2012), a product should undergo usability tests in

order for it to be efficient, effective, satisfactory, and pleasurable to use. The main aim of

performing a usability test is to ascertain that the product is usable in the circumstances that it

is design for.

When purchasing product online, customers are expecting to receive a product that is

functioning similarly to how it is advertised. It is the online seller’s responsibility to do a

quality control and making sure that every product that is being sold will fit to its purpose.

Online sellers should always consider the functionality of the products before making it

available for customers.

According to Investopedia, quality control is a process that a business undertakes to

ensure that the quality and performance of a product is being maintained or improved. This

involves testing and determining the units if it meets the specification of the finished product.

It takes time and money to create a product, and it may be a potential threat if the company

sends a defective product and could be liable to the damages it causes.

b. Physical features (Vince Kylle J.

Quintos)

Apart from the product performing according to its purpose, visuals are crucial in

presenting the products to the customers. The physical feature of a product is the main

identifying factor that consumers consider before buying. Businesses that create visually

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

appealing products will attract potential customers and increased the chances of generating

sales (Belles, 2020).

In creating a product, not only the functionality should be highly considered but also the

visuals of a product. Customers tend to make assumption on the product’s quality and

attributes based on how the product is being presented visually. Customers will assume that

products that are visually appealing have a superior quality and products with unappealing

visual have inferior quality. When a product has an attractive appearance, customers are

likely to acquire purchasing behavior such as additional time spent examining the product or

the desire to purchase the product (Schnurr, 2017).

c. Durability and Life Span (Ana Vanessa L. Bonifacio)

According to Tim Cooper, Kirsty Christer (2010), Product durability is one among many

attributes about which consumers may seek knowledge when considering on making a

purchase. Mass communication campaigns that encourage the consumers to desire a

particular product will have an impact beyond those from whom the product is available as

well as desirable, many manufacturers conclude that durability implies an economic

stagnation. It is also stated that in industrial system the lifespan of consumer goods depends

on consumers attitudes and behavior.

According to Riikka Piippo (2020), when less resources are use in the making of the

product it will be led to general quality or poor quality, poor quality will have a result of

early disposal of products and the consumers dissatisfaction. And it also stated that even the

most durable products need care and maintenance in order to stay in use. In addition,

purchasing expensive goods or high-end products is not only buying the brand, it is based on

the durability and lifespan of the product even it's expensive.

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

Delivery (Pricilla Grace D. Manuel)

E-commerce platforms are continually growing in both domestic and international.

However, it does not just revolve on internet and manpower is still needed especially in the

delivery of products. Growth of E-commerce also means logistics and transport industry must

step up their operations. Based on Airspeed, an express courier and a logistics solution, delivery

services provide a wide range of benefits not just for consumers but also to the businesses. For

consumers, delivery services have high accessibility to its customers and so as the convenience

that it provides. It also creates job opportunities and consistent revenue stream. Delivery service

will be big as the E-commerce grow, the growth of E-commerce is showing no signs of slowing

down across the globe (Aquino, 2022).

a. Delivery Speed (Ana Vanessa L. Bonifacio)

According to Reginal Lance Dones and Michael Young (2020), Courier Services are

delivery companies that help to deliver packages. This kind of service has become one of the

robust businesses at the time of COVID-19 in the Philippines as the people diverted to buying

online because of the quarantine that is being implemented. In this kind of service, speed and

efficiency of delivery are important factors of online shopping and E-commerce. The demand for

receiving the products and packages on the same day or a few days has now been a gold standard

for most countries globally. The growth of online selling and E-commerce and the growing of

habits of consumers to buy online, has effectively change the demand for such delivery service.

Online shopping, courier services has grown in the Philippines and having the option of buying

or selling items online made the courier services more necessary. The main factors that people

always consider in choosing a courier service is the delivery speed and the same day delivery is

the preferred option of the consumers especially the younger generations, gen z and millennials.

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

As of now, because of the influence of E-commerce even without the quarantine and the fact

that COVID-19 is no longer as strong as before, the growth of E-commerce is still evident, and

the fast shipping of the items because of the courier is what satisfied the consumers because the

consumers are demanding better physical distribution services, particularly faster delivery

durations.

b. Shipping price (Brent Daynel L. Guinto)

The researchers have obtained and optimized indicative details within this category that

would accurately correlate with what they were seeking to achieve. One of these studies was to

see whether a free shipping option has a positive effect on online merchants, such as whether it

acts as a mediating function of uncertainty in terms of a customer's specific satisfaction and if it

affects their purchase intention (Ma, 2017). Other works regarding the threshold of free shipping

policies being a deterrent within an online shoppers' willingness to pay for shipping, this study

perpetuated that a certain amount before free shipping was available for use is shown as an

option for some online retailers, in of which, gave off an unprecedented idea from the

perspective of the consumer as it reeked them from purchasing any aside from the proposed

certain amount before free shipping is availed (Huang et al., 2019).

A comprehensive retrospective analysis of a consumer's attitude from the perspective of

information interaction was critical. This is because separating the delivery fee from the product

price was considered as being worth noting, as online shoppers have recently been accustomed to

free shipping, and the shipping fee could promote cart abandonment. They advised that a

persuasion model be offered to examine consumer sentiments regarding a separate shipping price

to induce a positive response. Their findings revealed that consumers who are seeking excellent

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

quality have a negative impact on that specific perceived monetary value when it comes to the

logistics service they utilize (Wang, 2020). Shipping carriers use a pricing method to calculate

the rates of the product. Sometimes they do free shipping but the reality is that the shipping fee is

already included in the product that you will pay for.

c. Tracking (Vince Kylle J. Quintos)

An E-commerce order tracking allows you to monitor all of your online orders and

shipments and communicate the order status to your customers at any point in time. It also

includes features such as shipment tracking, delivery date estimation and updates of the ordered

product status (Lopienski, 2019).

Having a tracking system to help customer identify the location of the product at all times

is a must for E-commerce platforms. According to Bare et al. (2021), tracking is one of the many

factors that influences the customer’s inclination to purchase a product. When given the ability to

track their other, customers feel in charge if they can determine what, where, when and how

much they can purchase. Companies should upgrade their interface to make it easy to use for

users. Technology is evolving at a faster rate and in order to compete with other platforms,

customer reviews and rating should be considered to make the platform better.

d. Choice of shipment (Brent Daynel L. Guinto)

Online shopping has grown immensely in the Philippines. According to a report by Visa,

more Filipinos now go on digital commerce platforms — with close to 9 in 10 people increasing

their online shopping activities in the past year. And in all these transactions, one thing remains

true: cash is still king (2021). Despite the rise of a range of alternative payment methods, Cash

on Delivery (CoD) is still one of the preferred payment options in the Philippines. This stems

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

mainly from the fact that many Filipinos remain unbanked. Cash on Delivery in the Philippines

has gained much traction over time as it is still hard to build trust and convince customers to use

digital payment options. Scams and fraudulent schemes are rampant in the country, and shoppers

want to make sure that they do not have to pay until they receive their products. This way, there

is no risk of losing money. Mostly of the buyers may choose the payment and delivery method to

be Cash on delivery, because it is safe and buyers can avoid being scam. It helps buyers and

users to have peace of mind because before you pay it you can check if the product is legit.

Customer Service (Pricilla Grace D. Manuel)

It was concluded by Choi, et al (2019) that customer service is one of the reasons why

customers repeat purchasing. An excellent customer service has an impact to the overall

satisfaction of customers and the loyalty. Sellers and the platforms itself must engaged to the

customers complaints until a solution is given. They must not let consumers grow frustration in

communicating their issues. Not having a physical interaction does not mean businesses can

perform their service online in a bare minimum state because there are other ways to offer its

service. Furthermore, proving consistent customer service can mainly help businesses to stand

out in the marketplace, Wertz (2017). According to an infographic made by invesp, 89% of the

online shoppers are discouraged due too bad customer service.

a. Sense of Urgency (Ana Vanessa L. Bonifacio)

According to Hanna, Swain and Berger (2016) they found out that the short and limited

time that notices can create a sense of urgency, where the consumers feel the need to complete an

action immediately, that will be leading to higher purchase intentions. It might be that the

participants felt pressured, and had a sense of urgency that cause them to act quickly. According

to Purbo and Wahyudi (2020), E-commerce consists of Applications and technologies that will

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

connect to consumers and society through transactions and exchanging of electronic goods,

services and information. In transactions consumers and seller can meet in person while the long

distance can use internet media which is the transaction can no longer requires a meeting

between consumers and sellers. In buying and selling in the internet scams and fraud often

occurs, thus consumers are harmed. The internet is a big help in the transactions especially in

exchanging information and about the products, both price quality and service, that is why

consumers need a respond from the seller anytime, accurately, quickly and cheaply, in the sense

that the consumers will feel safe in making a transaction. In addition, John P. Kotter (2011)

stated that the organization can maintain or sustain a high sense of urgency overtime has the

potential to have great results. Having a sense of urgency in the business is one of the ways to

build a good relationship to the customers and to make the consumers satisfied.

b. Follow-ups (Brent Daynel L. Guinto)

The structural equation analysis of the study found that post-purchase shipping and

tracking have an impact on customer satisfaction in both China and Taiwan. It also found that

customer service is the most significant factor among the examined antecedents for online

shoppers in China. While return service is more important for shoppers in Taiwan. Finally,

customer satisfaction played a stronger positive role for online shoppers in Taiwan as compared

to their counterparts in China (Yingxia Cao., 2018) Follow ups is important because you can

improve your business or product by the customers problem or complaint you must give their

complaint a solution.

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

Related Studies (Pricilla Grace D. Manuel)

To examine more profound, a review of related studies was extensively done by the

researchers to support the analysis of the study.

In the study conducted by Imoda David Tinambunan (2019), entitled “A Comparative

Analysis of Shopee and Lazada Web Service” (Study on Shopee and Lazada Users in

Jakarta City). The content of this study is to analyze the differences in quality of Shopee and

Lazada. It measures quality level of Lazada and Shopee site provides to its users. This study uses

Webqual 4.0 approach to measure the quality level and descriptive statistics is also used. The

variables that are considered to measure the quality level of Lazada and Shopee are the quality of

information, the quality of interaction and the quality of use. This study uses sampling type of

questionnaire.

The similarities between the current study and the study “A Comparative Analysis of

Shopee and Lazada Web Service” (Study on Shopee and Lazada Users in Jakarta City), is

comparing the E-commerce platform, Lazada and Shopee in terms of customer satisfaction.

Another similarity is the use of survey questionnaire to gather data. The survey instrument is also

divided into four parts. Both the study uses comparative research design to identify the

similarities and differences of the platforms. The differences of the current study and the

previous study is that the previous study uses Webqual 4.0 approach which measure the quality

level of the ecommerce website which consists of quality of use, information, and service

interactions. The study only compares the two platform, Lazada and Shopee, whereas the current

study includes the new ecommerce platform, Tiktok shop.

In conclusion of the study, Shopee excels in the most variables which are quality of use

and quality of information. Shopee users are satisfied with the provided quality of Shopee. While

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

Lazada, only obtain one variable with is the quality of use. The result was based on the average

score of Shopee and Lazada.

The research conducted by Reza Nur Rosiyana, Melyana Agustin, Iva Kalka Iskandar and

Seny Luckyardi (2021) entitled, “A New Digital Marketing Area for E-Commerce Business”

aims to know why Tiktok Shop gets popular quickly and gains users fast because Tiktok just

launch Tiktok Shop on April 2020 and it has potential on becoming a mainstream E-commerce

platform. Since the study is qualitative, the researchers used descriptive method on analysis.

The similarities between the current study and the previous study entitled, “A New

Digital Marketing Area for E-Commerce Business” is that each study assesses the product

quality and product features of Tiktok shop. The difference is that the method used by the

previous study is qualitative method, whereas the current study uses quantitative method. The

research method used by the previous study is through interview. The study also includes the

perspective of the seller, whereas, the current study focuses only on the customers. In this study,

there is only one ecommerce platform that is being assessed, which is Tiktok shop.

The conclusion of the interview came from different point of view, a point of view of

seller and a point of view of buyer or user. It was concluded in the point of view of the seller that

as a business owner Tiktok Shop helped in selling and marketing at the same time. The

respondent also added that the features of the platform are user friendly. Furthermore, it has a

wide range of promotion so there more potential income. On the other hand, based on the

interview and observation of other respondents of this research, Tiktok shop is a hot topic to

users and general public.

Research Framework (Pricilla Grace D. Manuel)

Independent Variables
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E-commerce Platforms:
Lazada, Shopee and Tiktok
Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

Dependent Variable
Dependent Variable Dependent Variable
Product Quality
Delivery Customer Service
4. Fit to purpose
5. Delivery speed 3. Sense of urgency
5. Physical features
6. Shipping price 4. Follow-ups
6. Durability and
7. Tracking
Life span
8. Choice of
shipment

Figure 1. Conceptual Framework of the Study

Figure 1 presents the conceptual framework of the study, where in Lazada, Shopee and

Tiktok shop are compared in terms of Product Quality with factors that are considered (1)

fit to purpose;(2) physical features and (3) durability and life span. Delivery with factors

should be considered (1) delivery speed; (2) shipping price; (3) tracking and (4) choice of

shipment. Lastly, Customer service with factors that are considered which are sense of

urgency and Follow-ups. The arrow connecting the variables represents what area does

Lazada, Shopee and Tiktok shop are being compared.

Hypothesis of the Study (Ana Vanessa L. Bonifacio)

In the line with the statement of the problem, the hypothesis formulated in this study was:

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

H 0-There is no significant difference between the three e-commerce in terms of product quality,

delivery, and customer service.

H 1- There is a significant difference between the three e-commerce in terms of product quality,

delivery, and customer service.

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

CHAPTER III

RESEARCH METHODOLOGY

This chapter contains the research methods and techniques, the research instruments, the

population and sample of the study, the procedure employed in gathering and processing the

data, and the statistical tool used in the study.

Methods and Techniques of the Study (Pricilla Grace D. Manuel)

The study used comparative research design to compare and identify the similarities and

differences of Lazada, Shopee and Tiktok Shop in terms of product quality, delivery and

customer service. Based on Brandon University, comparisons are accomplished on different

locations or boundaries based on specific area of interest. Comparative research design is used to

analyze and determine the similarities and differences of concepts.

The technique used in the study was online survey. Online survey takes less time at the

same time it is more accurate. Moreover, it is cost-effective where in researchers do not need to

spend much expenses and it is convenient (Mahmutovic, 2021). The online survey questionnaire

consists of questions that are divided into three different categories: product quality, delivery and

customer service.

Population of the Study (Brent Daynel L. Guinto)

The respondent of this included individuals that uses Lazada, Shopee and Tiktok Shop as

their E-commerce platform around San Fernando, Pampanga. There were 50 Participants for the

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

online survey questionnaire. The convenience sampling technique was used in the study.

Convenience Sampling (also called accidental sampling or grab sampling) is a method of non-

probability sampling where researchers will choose their sample based solely on the

convenience. (Simkud, 2022)

Research Instrument (Vince Kylle J. Quintos)

The researchers of this study used the satisfaction rating scale in order to acquire

necessary information. The instrument had undergone validation from the research adviser and a

validator. The survey will be conducted through an online platform, Google Forms. The total

amount of respondents is 50. The gathered data is computed and then analyzed.

The survey instrument of the study is divided into 4 parts. Part I included the background

of the respondents, such as name and address. Part II included questions regarding product

quality and the sub-variables such as fit to purpose, physical features, durability and lifespan.

Part III included questions about delivery such as delivery speed, shipping price, tracking and

choice of shipment. Part IV included questions regarding customer service such as sense of

urgency and follow ups.

Data Gathering Procedure (Ana Vanessa L. Bonifacio)

The researchers prepared a consent for the respondents for their approval and permission

to perform the survey questionnaire data. This consent will be serves as a proof that they agreed

to answer the survey questionnaire, the researchers formulate a specific question to avoid

confusion and misunderstanding among respondents.

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Lazada, Shopee and Tiktok Shop: Comparing E-commerce Platforms in terms of Product
Quality, Delivery and Customer Service

Once the respondents approved the consent, the researchers will distribute the online

survey questionnaire to 50 respondents thru online platforms. The researchers assured that the

information they have provided will be confidential and will be used on school purposes only.

After they answered the questionnaire, the researchers will be the one to manage the data

collection process.

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