Final Paper

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Facebook Online Selling versus Other Online Shopping Platform: A Comparative Study
on the Effectiveness of Online Selling in the New Normal
A Business Research Paper Presented to

The Faculty of College of Business and Accountancy
Marketing Management
National University
In Partial Fulfilment of the

Final Requirements for the Course
Business Research Methods
Presented by:
Balbin, Darchie Throy

Bercasio, Jasper
Camacho, Jhelain
Frias, Trishia Mae
Penilla, Cristine
Presented to:
Mr. Stephan Earl S. Chow
November, 2020
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EXECUTIVE SUMMARY 3
CHAPTER 1: BACKGROUND OF THE STUDY

1.1. INTRODUCTION 5
1.2. STATEMENT OF THE PROBLEM 7
1.3. OBJECTIVES OF THE STUDY 7
1.4. SIGNIFICANCE OF THE STUDY 8
1.5. SCOPE AND LIMITATIONS 9
CHAPTER 2: LITERATURE REVIEW

2.1. CURRENT STATE OF E-COMMERCE DURING COVID-19 PANDEMIC 10
2.2. COMPARISON ON DIFFERENT ONLINE SELLING PLATFORMS IN THE NEW NORMAL 13
2.3. COMMONLY ACCESSED ONLINE PLATFORM BY THE
ONLINE SHOPPERS IN THE PHILIPPINES 15
2.4. VARIABLES FOR MEASURING EFFECTIVENESS OF RESEARCH STUDY’S VARIABLES 16
CHAPTER 3: FRAMEWORK OF THE STUDY

3.1. THEORETICAL FRAMEWORK 25
3.2. CONCEPTUAL FRAMEWORK 28
CHAPTER 3: METHODOLOGY
4.1. RESEARCH LOCALE 29
4.2. RESEARCH DESIGN 30
4.3. POPULATION SAMPLING 30
4.4. DATA GATHERING PROCEDURES 33
4.5. RESEARCH INSTRUMENT 34
4.6 STATISTICAL TREATMENT OF DATA 35
CHAPTER 3: DATA ANALYSIS AND INTERPRETATION 37
CHAPTER 6: CONCLUSION 63
CHAPTER 6: RECOMMENDATION 65
BIBLIOGRAPHY 67
APPENDICES 74
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EXECUTIVE SUMMARY
This research study was entitled “Facebook Online Selling Versus Other Online Selling
Platform: A Comparative Study on the Effectiveness of Online Selling in the New Normal”. This
study will benefit the Online Shoppers to determine which online shopping platforms is more
effective and to know the importance on seeking guarantee on which online shop is safe and
reliable to access during pandemic. Nowadays, shoppers tend to rely on E-commerce instead of
going to physical stores. While the pandemic certainly does create a series of new challenges, those
that are able to take advantage of the opportunities available right now will be the most likely to
thrive and survive during and after this crisis since this is the so-called «new normal» in the current
situation that people are facing right now. This research study will only focus on the three major
online shopping platform applications which are Facebook Marketplace, Shopee and Lazada. In
order to collect the data in this study, the researchers will formulate a multiple-choice survey
questionnaire that will be distributed to only 50 Shopee, Facebook Marketplace and Lazada sellers
in the Philippines. Moreover, the following findings that were driven from the study are; (1) Most
of the online sellers in today’s new normal are the millennial and females are more into doing
business than men particularly about selling goods online. (2) Shopee is the most popular online
selling platform that is commonly used by the online sellers for their e-commerce business and it
is the most visited site that has numerous potential customers in these platforms. (3) Many online
sellers encountered difficulties in using online selling platforms. And also, high pricing, defective
products, poor customer service, and deceiving advertising are the most common complaints of
Filipino online buyers. (4) Therefore, behind it, the use of online selling platforms to online sellers
has positive impacts in their business that boosted their sales even if most of them are sometimes
experiencing a "no place order". (5) Lastly, Feedbacks form the customers are their mostly
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concerned because customer reviews can strengthen the business credibility. With that, an overall
conclusion can be drawn that, Shopee is the most effective one in the new normal because most of
the respondents are sellers from this platform and it is most commonly used by the online sellers
and accessed by the online shoppers. Another reason that made it effective is that, majority of the
monthly visitors and revenue of the sellers in this platform had grown during the Pandemic. Last
is even if its sellers have complaints or problems in Shopee, all of them would still prefer to
recommend this platform to the aspiring online sellers and future buyers. Overall, the
recommendation of the researchers for Shopee Company is to properly address the problems that
the sellers from this shop is encountering It can be done by having or choosing the best and right
third-party company with regards to the problem about irresponsible courier and the payment
options. Lastly, the researchers’ recommendation for the improvement of the study is to explore
additional articles about the factors that affect the quality of Shopee’s service and additional
researches about how to sustain its effectiveness as the top online selling platform.
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CHAPTER 1
BACKGROUND OF THE STUDY
1.1. Introduction
The world is now in the Fourth Industrial Revolution that represents a fundamental change in
the way people live, work and interact to one another. It is a new chapter in human development,
enabled by extraordinary technological advancements as to compare to first, second and third
industrial revolutions. These advances are merging the physical, digital and biological worlds that
human live in the present time. According to the article (Miva.com, 2011), Michael Aldrich was
the one who first discovered of online shopping in the United Kingdom in 1979, using computer
with telephone line and invented “teleshopping” which means shopping at a distance. After
several years, Charles Stack established the Book Stacks Unlimited, an online bookstore way back
1992, after 2 years, the well-known, Amazon was founded by Jeff Bezos. E-commerce is closely
tangled with the history of the internet. Online shopping only became possible when the internet
was opened to the public in 1991. Amazon.com was one of the first E-commerce sites in the US to
start operate.
Furthermore, in today’s online shopping online shoppers may now have the access to visit
shops with real life shopping using their smartphone devices and their internet connection.
Nowadays, shoppers tend to rely on E-commerce instead of going to physical stores. Based on the
article written by (Liu, 2018), the social networking site, Facebook became an entry point of some
businesses as they open a new feature which caters a Marketplace and was introduced in 2016 to
trade such as buy and sell.
At the moment, one out of three people in the United States use Facebook marketplace to buy
or sell their pre-loved and brand-new items that they can post in the said social networking site.
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As stated by Bali, 2014 (as cited in FounderInstitute.com, 2018), marketplace business function as
genuine ecosystems, solving problems that technology alone cannot do, and it elaborates the
stipulations that entrepreneurs must keep in mind when launching a wealthy marketplace business.
Based on the study conducted by (Winters, 2020), half of B2B buyers are not holding off on
purchases, in other words, deals in their markets are still moving forward. While the pandemic
certainly does create a series of new challenges, those that are able to take advantage of the
opportunities available right now will be the most likely to thrive and survive during and after this
crisis since this is the so-called “new normal” in the current situation that people are facing right
now.
As the news regarding COVID-19 spread and as it was officially declared a Pandemic by the
World Health Organization, people responded by stocking up. They bought out medical supplies
like hand sanitizer and masks and household essentials like toilet paper and bread. That is the main
reason why more and more people started to become online seller and started struggling to keep
up with demand, and price gouging for supplies become rampant.

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1.2. Statement of the Problem
In a wider perspective, this research paper seeks to have a comparative study between
Facebook Online Shopping, its marketplace and Online Shopping Platforms on the
Effectiveness of Online Shopping in the New Normal. With this study, the main statement of
the problem is What avenue is more Effective in Online Selling, Facebook or the other online
selling platforms?
This study also aims to answer these sub-questions:
1. Among Facebook Online Shopping and other Online Shopping Platform, which of
them is commonly accessed by the Online Shoppers in the New Normal?
2. Between Facebook Marketplace and other Online Selling Platform, which has the most
number of sales, numerous customers and countless closed online business
transactions?
1.3.Objectives of the Study
The aims of this research study are the following:
The main objective of the study is to identify what avenue is more effective in Online Selling,
Facebook or the other Online Selling Platforms? However, this study also aims to answer the
following sub-objectives; To ascertain which among Facebook online shopping and other online
shopping platform is commonly accessed by the online shoppers in the new normal in order to
certify which of it is much preferred by the online shoppers. Lastly, to determine which between
Facebook marketplace and other online selling platform has the most number of sales, numerous
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customers and countless closed online business transactions in order to give a guide for the online
shoppers if which online selling platform should they access.
1.4.Significance of the Study

The output of this study can be a great contribution in the E-Commerce Industry especially
Online Selling. This study will benefit the following:
Online Shoppers. This study will benefit the Online Shoppers to determine which online
shopping platforms is more effective and to know the importance on seeking guarantee on
which online shop is safe and reliable to access during this pandemic.
Online Sellers. This study is significant to online sellers for them to know where they can
establish their online shops to promote and publicize their business. With this study, they
may be able to find out on which online selling platform do the online shoppers mostly
visited for them to gain more potential customers.
Researchers- This study has significant impact to the Philippine society and will show that
the country can be globally competitive in the E-Commerce Industry. The upsurge growth
of online selling in the country has a great factor that affects the economy of the country
despite the Covid-19 Pandemic.
E-Commerce Industry- This study has an important factor for them to know which
specifically online shops do the online shoppers mostly visited. Also, for those online shops
that are least visited may use the opportunity to boost their promotions and publicize their
online shopping platforms by advertising.

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1.5. Scope and Limitation
This study will start by September and will end on November 2020. Furthermore, the data that
will be collecting may start to gather in the middle of the month of October. The focus of this
research paper is to determine the Effectiveness of Online Selling in the New Normal due to Covid-
19 Pandemic and will create a Comparative Study between Facebook Online Selling Platform. The
study is largely dependent on the honesty, sincerity and integrity of the respondents.
This research paper will conduct a study to observe which method will be use by the Third
year Marketing Students of National University. This research study will only focus on the three
major online shopping platform applications which are Facebook Marketplace, Shopee and
Lazada. Thus, this study will only be conducting within the Philippines with the respondents which
will be limiting to one-fourth of the total population of the Online Sellers. They will be ask using
a survey questionnaire provided by the researchers regarding the subject matter of the study. Other
limitations are those based on their opinion and on how they will take to answer the questionnaires
distributed to them.
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CHAPTER II
LITERATURE REVIEW
For better understanding regarding which Online Selling Platform is mostly used by the
Online Shoppers in times of Covid-19 Pandemic, the literature is arranged on which to first discuss
what is the Current State of E-Commerce during Covid-19 Pandemic locally and internationally.
Also, they will present the Comparison on Different Online Selling Platforms in the New Normal
and what Online Platform does Online Shoppers are commonly used by the Online Shoppers in
the Philippines and other Foreign Countries. Lastly, there will be a thorough presentation on the
complaints, sales performance and additional features for the research study’s variables and who
among them leads in the Southeast Asian market with data analysis and by explaining each as a
moderating variable in measuring the Effectiveness of Online Selling Platforms in the New
Normal.
2.1. Current State of E-Commerce during COVID-19 Pandemic
In today’s time during this COVID 19 crisis, as individual, it attempts to keep commonality
in their lives in the midst of restrictions on this pandemic, Social media and Virtual gatherings is
now the “new normal”. According to Arreola, 2020 (as cited in Digital April Statshot, 2020) which
was reported by Hootsuite and We Are Social, Filipinos are spending more time on social media
with a rate of 64% and associated with 24% increased rate of activity on shopping online. With
that, as the global pandemic continues, businesses have started to close down as a result. The
pandemic has caused a distraught in the Philippine enterprises and this has caused retailers to adjust
and be flexible to switch on to online business or e-commerce as the global pandemic continues.
(Rappler.com, 2020).
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In that sense, as online businesses had surged, online shopping and deliveries became to
be very useful as of today for Filipinos which serves as an alternative for physical visits to the
shops/malls. Others have created opportunities to let online shopping and delivery during ECQ as
an alternative of physical shopping due to the limitations of movements during the pandemic.
(Ipsos.com, 2020).
But behind those factors, based on the government data of the Philippines (as cited to Fenol,
2020), showed that during this time wherein Filipinos are on lockdown, there is a surged with
regards to different complains about Filipinos online transaction. High pricing, defective products,
poor customer service, and deceiving advertising are the most common complaints of Filipino
online buyers. Furthermore, online shopping sites continue to run in the Philippines despite the
government’s enforced lockdown. (dela Cruz, 2020)
The growth of the technology with the use of Internet and information, it has a great impact
to the popularity of online shopping. E-Commerce in Malaysia has grown progressively to the
point where it brought the estimated one-tenth of worldwide retail sales in the country. Dahlan,
2019 (as cited in PWC, Global Consumer Insights Survey, 2018). Since then, the world learns
adapts to a “new normal” setting, many countries are observing changes in the online shopping
behaviors of their populations. Retailers evolved fast due to pandemic and E-Commerce in
Malaysia became the most digitally advance in the Southeast Asia despite the impact of Covid-19
outbreak. (Tech Collective, 2020).
During the earliest ranges of the lockdown in March 2020, data from the Bazaarvoice
Network indicates that customers began to simply embrace online buying and started putting
themselves up for what looked to be a long period spent at home. They noticed a 21% increase in
online orders in March 2020 vs March 2019, and in a survey, they conducted with over 3,000
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individuals of the Influenster community, 41% of respondents stated that they were currently
shopping online for things they would usually shop for in-store. (Wold, 2020). According to
(Saisa-ard, 2018), their study found that 59% of the online shoppers used online shop platform to
buy goods and service online since one-third of all internet users sold goods and services virtually
where it is a good indication of growth in the E-Commerce Industry in Thailand.
Facebook perceive six subject matters that have been unfolding throughout Southeast
Asia’s customer market in current years, especially as online engagement has extended in the
region. The Covid-19 crisis has affected the growth of these trends, in some instances accelerating
them significantly. (Consultancy Asia, 2020). Also, Facebook previously released a report which
the discovers the consumption themes that would materialize for Southeast Asian consumers and
would perhaps continue even after lockdowns and restrictions are eased or lifted. (Nortajuddin,
2020).
As discussed in a current RAND American Life Panel (ALP) survey, greater than 2,000
Americans who have been chosen to represent all demographic groups, almost two-thirds of the
respondents have no longer changed their online buying habits considering the pandemic began.
About one-quarter are buying online more, however 13 percent are absolutely buying online less.
Ecola et al, 2020 (as cited in APL, Survey on Impacts of COVID-19, 2020). Furthermore, the study
conducted by (McDonald, 2020), found out that 44% of customers believe the shift in shopping
behaviors during the pandemic and will continue onwards and around 45% of customers said they
bought products online and during the pandemic when many were in lockdown, lastly 34% of
customers were able to purchase both essential and non-essential products from online sellers.
Hwang & Nageswaran, 2020. (as cited to Mattioli and Herrera 2020, Cohan 2020), There
is an evidence that channel shift was the reason of the increase in online sales from offline shoppers
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who already starts to purchase online and the rise of essential products has a great impact in online
income that lead to a positive outcome due to increase spending per customer and the channel-
shift behavior of offline customers. (McDonald, 2020), However, during the coronavirus outbreak,
lockdowns in different parts of the world have limited the amount of activities that people could
leave their homes for, shifting many day-to-day activities online, including shopping. This
customer behavior shifting away from physical stores to digital shopping, this became a problem
for physical retail over the past 10 years.
2.2. Comparison on Different Online Selling Platforms in the New Normal
(Bondoc, 2020), Almost 80% of the respondents said that they have encountered different
kinds of advertisement online by means of social media. In this sense, the online sellers can now
use this great opportunity to boost their presence online in order to market their product in a wider
sense. Also, based on the survey, Lazada, Shopee, Instagram, retailer’s online store, Zalora,
Facebook Marketplace, and Amazon are the top popular online shopping platforms.
With that being said, Lazada and Shopee, are online shopping platform that are in the peak
of attaining its goal to gain millions of incomes. With the online trading, it became
more helpful and effective for both buyers and sellers as of the moment since technology during
this time was already innovated and it changed the online business transactions into an infinite
marketplace. The COVID-19 widespread has made this marketplace as an obvious thing that
people nowadays needed. Arreola, 2020 (as cited in Digital April Statshot, 2020).
In comparison with these two online selling platforms in the Philippines perspective,
Lazada wins the title; “Which Provides Better Mobile Experience” as it has detailed and neater
design rather than Shopee. On the other hand, Shopee wins for the price category because this
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online selling platform provides cheaper and lower prices than Lazada. In fact, Shopee was now
considered as “online divisoria” by Filipino shoppers. (Zoleta, 2020). Next is that, when it comes
to knowing which among them delivers fast, the winner is Lazada because the purchased item of
the customer arrives within the given delivery time or earlier which is a missing factor for Shopee.
(Zoleta, 2020).
(Zoleta, 2020). But with regards to buyer’s protection, it is also the winner because they
provide “shopee guarantee” which means the customer do have a security over their purchased
item which Lazada don’t offer at all. They only have payment protection and Filipino customers
doubt how that thing really works. For the customer support, Shopee also wins it. It is due to the
fact that they can be reached 24/7 in their application.
Furthermore, Facebook is also one of the best platforms to be used in putting up your
business. This is a great platform that offers low-cost marketing strategies (Pielago, 2020) unlike
Lazada in which for every item being sold through these platforms; a commission fee will be
charged to the sellers. (Zoleta, 2020). In addition, for questions, support and tracking deliveries on
Facebook Marketplace, customers can directly message the seller through WhatsApp, Messenger,
or Instagram Direct which are also Facebook-owned apps (Pielago, 2020) while Lazada and
Shopee do also have their own Help center section or built-in chat service that can be easily
accessed by the customers for their inquiries or transactions (Zoleta, 2020).
With those facts being stated above, those comparisons should raise an idea for the
customers, seller, and future online seller about how those online selling platforms muddle through
with the different aspects of customer service and e-commerce industry. As a whole, in choosing
which is better, the answer is, it would only depend on the buyer’s priorities. After all, they all
have pros and cons. (Zoleta, 2020).

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2.3. Commonly Accessed Online Platform by the Online Shoppers in the Philippines
Lazada and Shopee are indeed the top most visited online shopping platform here in the
Philippines and based on the survey of Kanta Worldpanel, N.D. (as cited to Zoleta, 2020), 84%
Filipinos would choose to purchase from E-commerce despite having numerous more choices in
the market. In the Philippines, Lazada have a lot of more online visits with a total of 32 million
per month rather than Shopee with only 16 million. However, according to (Janio, 2020), for both
android and IOS devices, Shopee is the top downloaded online selling application. These things
bring a fact that the competition among online shopping platform here in the Philippines is getting
more intense and these two online shopping companies are competing with each other by creating
up their own way to win a wider number of customers. (Zoleta, 2020)
According to Sapo’s survey (as cited to Hoang et al. 2019), Over 5,000 online stores, and
more than 73% of online stores are doing business in Online Selling Platforms such as Lazada,
Shopee, Adayroi and it was really effective. Shopee become the main E-Commerce platforms in
Vietnam with more than 41 million visits per month. This Online Shopping platform started in
2018 with 3rd position in website traffic but after 7 months, Shopee become the leading position
in attracting visitors to visit and purchase goods. (Hoang et al. 2019), Besides, the study was made
to identify factors that affects the decision in using Shopee's online shopping service.
(Wowor et al, 2019) Discusses that one of the Online Shopping applications that are
currently being used in Indonesia, particularly in Manado, is Shopee. Shopee is one of the many
retailers who take advantage of E-Commerce business opportunities by stimulating the
Marketplace through their mobile application for easier buy and sell transactions. With the rapid
development of information technology, there is a change of trend in shopping due to lifestyle
change and the increase of online happenings. (Wowor et al, 2019), Likewise, this will provide
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additional analysis in terms of comparison of continuation intention in using the application with
any same nature of the company and industry, as well in the different places in Indonesia.
Based on the reviews from Shopee users, both as buyers and sellers, there are still many
comments that the application is being rated less satisfactory, particularly in supporting features
like Shopee wallet, payment features, tracking orders, have technical errors and the images do not
appear. It is known that the Shopee app still needs to be improved. (Wowor et al, 2019). In this
sense, this concluded that many people still think that Shopee online platform still observed as
unsatisfactory, including Shopee users in Manado, though it still does not mean that people in
Manado, Indonesia will not use again that platform, even though there still several issues and
complaints of Shopee’s application feature, the impulse buying, shopping volume. (Wowor et al,
2019). Overall, this study wants to gain knowledge and data from the customers regarding online
shopping continuance intention of Shopee users in Manado. (Wowor, et at, 2019).
2.4. Variables for Measuring Effectiveness of Research Study’s Variables
2.4.1. Features
2.4.1.1 Facebook Marketplace Additional Features
With the artificial intelligence or AI in Facebook Marketplace, it automatically
recommends products that the online sellers prefer or interested in by simply snap the photo of the
item preferred in the said platform. Marketplace’s AI technology could recommend similar listings
for sale nearby. (Liu, 2018).
In the previous years, Facebook has been trying to win the local commerce and tried the
“Marketplace” in classified listings about possessions to be sold like housing, jobs etc. Sadly,
Marketplace failed and in 2009, it was transferred to Oodle, the commerce platform powering it.
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It was shut down in 2014. (Constine, 2016). In that sense, Facebook Marketplace presented its
main features which are Browse to Buy – Marketplace opens a filtered feed of items that may buy
around the community. Online buyers may to tags people add to their listings with the use of
Facebook’s text analysis AI combined with what Pages you Like browse on Marketplace, the
listings see are ranked based on relevancy. Pre-made Messages like “Is this item still available?”
and “What condition is this item in?” make negotiation easier. (Constine, 2016).
Second is, Sell Your Stuff – Aside from to setting up a new profile, it can easily snap a
photo of the item, add a description, set an asking price, and publish your listing. Lastly, Search
Your Surroundings – Searching for something specific made easily by filtering what can be seen
by location, category, price or with the use of map. Browsing specific categories like Household
or Electronics, once found the something that they online shopper’s want, they may see the seller’s
approximate location but not their exact address unless told. (Constine, 2016).
2.4.1.2. Shopee’s Additional Features
(Manila Bulletin, 2020) Shopee is a widely recognized as Lowest Price Guaranteed Deals
among other Online Selling Platforms since prices displayed there are guaranteed affordable and
lower compare to others and found a cheaper deal from another E-commerce channel. More
importantly, its Free Shipping. Shopee has offered a Free 5kg Shipping program whereas only
limited in Malaysia.
In further details about its additional features, ShopeePay is the new official electronic
wallet or E-wallet issued by Shopee and licensed by Central Bank of the Philippines which aims
to make shopping faster and more convenient without having to use cards or Cash On Delivery.
Refunds will go directly to ShopeePay instead of Shopee Wallet. With the use of ShopeePay
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balance to purchase products on Shopee. Simply visit the app and select ‘Top Up’ and follow the
payment instructions. (Shopee, 2020). Furthermore, Shopee is known for Tons of Deals like the
11.11 Super Flash Sale which was held and celebrate every month and Shopee has something
special to offer. (Manila Bulletin, 2020).
(Manila Bulletin, 2020) In addition to that, Shopee is widely recognized as Lowest Price
Guaranteed Deals among other Online Selling Platforms since prices displayed there are
guaranteed affordable and lower compare to others and found a cheaper deal from another E-
commerce channel. More importantly, its Free Shipping. Shopee has offered a Free 5kg Shipping
program whereas only limited in Malaysia.
(McSpadden, 2019) Shopee also offers Live Selling which called “Shopee Live” that is a
live streaming way of presenting products for online sellers that allows them start their own shows
and sell goods via the brand. This is designed for online shoppers to buy or purchase items without
disrupting the stream. On the bottom left-hand corner of the live stream is little shopping bag icon.
When they click the bag, they are given a list of items they may buy and able to purchase the
product instantly. The Shopee Livestream never stops during the process.
Lastly, Shopee is popular for its in-app games wherein Shop visitors can play the games
and win prizes like Discount Vouchers or Coin Cashback Vouchers, which can be used to purchase
products. They can redeem prizes and earn as many points which they can use for the big sale.
This helps increase shopper engagement and encourage higher spending in order to use the
vouchers won. This are the popular games that can be accessed by Shopee users: ₱1 Game, Daily
Prize, Shopee Farm, Shopee Hourly Prizes, Shopee Throw, Shopee Claw, Shopee Poly, Shopee
Candy, Shopee Flappy, Shopee Link, Shopee Bubble which is New to Shopee, Shopee Shake and
Shopee Catch. (Lansang, 2020).

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2.4.1.3. Lazada’s Additional Feature
(Paul, 2018). The newest Feature of Lazada is that there is an image scan product search,
with the use of augmented reality. This new feature lets the customers look for a product listing
by just taking a photo of an object using Lazada app. However, there is no proof that the tool is
accurate, but it does look to be a convenient and as a means of alternative option to text searches.
(Paul, 2018). Just like Shopee, Lazada also uses Artificial Intelligence (AI), to analyze what they
online shopper’s needs and wants. With the help of AI, products are shown to online shoppers
based on their searches and previous purchases.
Furthermore, using Lazada app, the shopper may now contact directly sellers and ask
numerous questions to deliberate queries as much as the shopper wants in order to clarify
questions. (Paul, 2018). Also, another feature was Cashback with Lazada E-Wallet which was a
new trend as means to cashless transactions, fil in the e-wallet with any amount use to pay to the
purchased items and this will help to control the amount they spend on one transaction and some
purchases may have the chance to get 10% cashback. (Paul, 2018).
LazLive is another feature of Lazada wherein online sellers there may do live streaming
and caters not just the sales aspect of online selling but also on the potential of sellers to build a
long-lasting relationship with online shoppers and may be able to sell products in real-time. (Split
Dragon, 2020). Another thing is, prior to Live Streaming, one of Lazada’s primary attempts to
finalize Shoppertainment in the integration of LazCity in the platform. LazCity is the game portion
of the website where buyers can play and earn coins in the process and can be redeemed for special
items within the Lazada website and app. Customers may also use coins to purchase vouchers.
(Split Dragon, 2020).

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(Paul, 2018) Lazada users may start following their favorite stores and immediately
notified on their possible upcoming stocks on their products, also be updated to their offered
discounts on their items. (Paul, 2018) With the use of Lazada’s QC Code, online shoppers may
scan the QR code in the QR code scanner and it will directly be led to promotion or product within
the Lazada app. Lastly, the most awaited part of the Lazada users was “Shake Shake” while using
Lazada app, shaking the device and online shoppers may get random codes and promotions. (Paul,
2018)
FACEBOOK
MARKETPLACE SHOPEE LAZADA
AI (Artificial ShopeePay Augmented Reality
ONLINE Intelligence)
SELLING Browse to Buy Shopee Live (AI) Artificial
PLATFORM Intelligence
FEATURES Pages You Like Shopee In App Games Lazada E-Wallet
LazLive
LazCity
“Shake Shake”
Figure 2.4.1. Additional Features of Facebook Marketplace, Shopee and Lazada
2.4.2. Complaints
According to (Woodburn, 2019), in Facebook Marketplace, even if a seller looks so good
in his or her profile, there are still some sort of scams that they are doing. With that, there are usual
scams or fraudulent scenarios that are happening around Facebook Marketplace. One of it is the
unauthentic products that some sellers are selling. Next is that, “catfishing” wherein sellers are
using some fake photos to attract their customers. Third is what they called “You’ve Won Scam”
wherein a certain customer can be led to a site where he or she would fill up a form that requests
some of his or her personal information. Fourth is the dislike button in which it turned out to be
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malware where it damages or gain access in a computer in an unauthorized way. Furthermore,
according to (Support.com, N.D.), there are some additional scams that are in Facebook
Marketplace. First are the broken items that the buyers are receiving from the seller in this platform
and last but not the least is the fake accounts of the sellers which is the biggest scam that is
happening in Fcaebook Marketplace.
Furthermore, according to (Sitejabber.com, 2020), there are some customers who gave
reviews about their complaints about Shopee as an online selling platform and most of it are;
unreliable courier, unprocessed refund of money, wrong item received, defective items, poor
customer service and unresponsive sellers. Those are the most usual complaints that the buyers
from Shopee had reviewed. Lastly, there are also customer reviews from Lazada whom they also
posted about their complaints about this shop namely; defective items, unprocessed refund, poor
customer service and irresponsible courier. Those are some of the usual complaints of the buyers
from Lazada online selling platform.
Online Selling Platform Complaints

1. Lazada - Defective Items
- Unprocessed Refund
- Poor Customer Service
- Irresponsible Sellers
2. Shopee - Unreliable Couriers
- Unprocessed Refund of Money
- Wrong Item Received
- Defective Items
- Unresponsive Sellers
3. Facebook Marketplace - Fake products

- Catfishing
- “You’ve Won” scam
- Celebrity Scam
- Malware Dislike Button
- Fake Facebook accounts
- Defective or Broken Items
Figure 2.4.2. Usual Complaints in Facebook Marketplace, Shopee and Lzada
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2.4.3. Sales Performance
For the sales performance of Shopee, according to (Statista.com, 2020), at the end of the
year 2019, its gross merchandise value was approximated by 5.56 billion U.S dollars. While
according to (Rusell, 2018), Lazada grossed 650 million U.S dollars at the last quarter of the year
2019. Lastly, for the Facebook Mrketplace, there is no data given about its year end 2019 gross
merchandise value. It is due to the reason that according to (Emelyanova, 2019), Facebook
Marketplace is still not a real e-commerce platform even if it has something to do about online
selling and buying. It is because there is no such thing as shopping cart and there is no payment
processor that is being supported in this platform.
Online Selling Platform Q4/Year-end 2019 Gross Merchandise Value
1. Lazada 4.5 Billion

2. Shopee 5.65 Billion
3. Facebook Marketplace No Data (Facebook Marketplace is still not a real
e-commerce platform)
Figure 2.4.3. Sales Performance of Facebook Marketplace, Shopee, and Lazada
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2.4.4. Regional Traffic/Monthly Visit: Map of top 5 most visited E-commerce in
Philippine and in 6 Largest Southeast Asia Countries including Shopee and Lazada: 2019
year-end report and Q1 2020 vs. Q2 2020
According to (iPrice.com, 2020), there was an increase in the monthly visit of the top 2
online selling platform in the Philippines namely Shopee and Lazada from quarter 1 to quarter 2
and also according to (iPrice Group and SimilarWeb, 2020), Shopee gained the highest monthly
visits of 2,061,511,094 in the end of the year of 2019.
In connection with that, according to (iPrice, 2020), in today’s present time, it can be seen
that the e-commerce industry in Southeast Asia is growing and shifting and Southeast Asians are
also shifting their buying behavior as they discover different platforms of online shopping. This is
a proof that transition is in place and Southeast Asia’s e-commerce growth is at the peak.
In further details, Facebook Marketplace is not included in the top list it is due to the fact
that even if we perceive Facebook Marketplace has something to do with regards to online buying
and selling, it is still not a real e-commerce platform. It is just a place wherein consumers can find
the list of the products and just negotiate with the owner to settle the payment and delivery. Another
reason is that, in Facebook Marketplace, there is no such thing as shopping cart and no payment
processor that is being supported. (Emelyanova, 2019) Also, according to (Freeman, 2017), even
if many people are participating in buy and sell groups in Facebook, people still don’t often go
into this platform. That’s the reason why Facebook Marketplace must not be considered as a
business to consumer platform with a determinate face. (Emelyanova, 2019).

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40,000,000
35,000,000
30,000,000
25,000,000
Year-end 2019
20,000,000
Q1 2020
15,000,000
Q2 2020
10,000,000
5,000,000
0
Lazada Shopee Zalora Beauty Ebay
MNL
Figure 2.4.4. Monthly web Visits of the Top 5 E-commerce in Philippines: Year-end 2019, Q1
2020, Q2 2020
2,500,000,000
2,000,000,000
1,500,000,000
1,000,000,000 Year-end 2019
500,000,000
0
Shopee Lazada TokopediaBukalapak Thế Giới
Di Động
Figure 2.4.4.1. Year-end 2019 Total Combined Regional Traffic of the Top 5 E-commerce in 6
Largest Southeast Asia Countries
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CHAPTER III
FRAMEWORK OF THE STUDY
This research study provides both Theoretical and Conceptual Framework to better
understand what the study seeks to find out by illustrating theories from Literature Review. On the
other hand, Conceptual Framework should be in a schematic diagram showing how the variables,
independent and dependent connected and show the relationship that will influence the results of
this study.
3.1. THEORETICAL FRAMEWORK 1
3.1.1. Online Selling Platform in the New Normal
Online selling Platforms

in the New Normal
Alternative for Physical Retailer’s Selling Platform as Usual or Common Complaints:

Shopping During Enhanced the Global Pandemic
Community Quarantine Continues - High Pricing
- Defective Products
- Deceiving Advertising
The Theoretical Framework given above shows the functions or usage of the online selling
platforms in the New Normal. It was driven from the review of related literature that was according
to (Rappler.com, 2020) and (Ipsos.com, 2020). Another theory that was illustrated above is the
usual complaints regarding those online selling platforms which was according to (dela Cruz,
2020). This framework is relevant for the study as this shows the main or basic concept of the
functions and common complaints regarding the online selling platform in today’s new normal.
This framework also serves as a tool to simplify the important key points of the current state of E-
commerce during COVID-19 Pandemic as an introduction for the main point of this research study.
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3.1.2. Popular Online Selling Platform and Its Features
Popular Online
Selling Platform:
Lazada Shopee Instagram Retailer’s Zalora Amazon Facebook

Online Store Marketplace
Features: Features: Features:

- AI - ShopeePay - AI
- Lazada E-Wallet - ShopeeLive - Browse to Buy
- LazLive - Shopee In App Games - Pages You Like
- LazCity
- “Shake Shake” Complaints: Complaints:
- Unreliable Couriers - Fake products
Complaints: - Unprocessed Refund of Money - Catfishing
- Defective Items - Wrong Item Received - “You’ve Won” scam
- Unprocessed Refund - Defective Items - Celebrity Scam
- Poor Customer Service - Poor Customer Service - Malware Dislike Button
- Irresponsible Sellers - Unresponsive Sellers - Fake Facebook accounts
Year-end 2019 Total Year-end 2019 Total Regional
Regional Traffic: Traffic: Year-end 2019 Total Regional Traffic:
- 1,843,848,694 - 2,061,511,094 - No data (Facebook Marketplace is still not
a real e-commerce platform)
Year-end 2019 GMV Year-end 2019 Total Revenue:
- 4.5 Billion - 5.65 Billion Year-end 2019 Total Revenue:
- No Data (Facebook Marketplace is still not
Research Study
Variables
The Theoretical Framework shown above are the popular online selling platform (Bondoc,
2020) features; (Paul, 2018), (Split Dragon, 2020), (Shopee, 2020), (McSpadden, 2019), (Lansang,
2020), (Liu, 2018), (Constine, 2016), complaints (Woodburn, 2019), (Support.com, 2020),
(Sitejabber.com, 2020), regional traffic and revenue of Lazada, Shopee, and Facebook
Marketplace (Statista.com, 2020), (Rusell, 2018) as the main variables of this research study. The
relevance of this framework is that, this serves as a tool to provide an illustration about how to
systematically compare the key variables which are the online selling platforms. In addition, this
also serves as an instrument to measure the effectiveness of Lazada, Shopee and Facebook
Marketplace during the COVID-19 Pandemic.

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3.1.3. Variables for Measuring Effectiveness of Research Study’s Variables
Variables for Measuring Effectiveness of
Facebook Marketplace, Shopee, & Lazada
Features Sales Performance Regional Complaints

Traffic/Monthly
Visits
The third theoretical framework above shows the four variables that will be used in
measuring the effectiveness of the three comparative variables of this study which are Facebook
Marketplace, Shopee, and Lazada. The variables for measuring its effectiveness are, Facebook
Marketplace, Shopee and Lazada features (Liu, 2018), (Constine, 2016), (Manila Bulletin, 2020),
(McSpadden, 2019), (Lansang, 2020), (Paul, 2018), (Split Dragon, 2020). Next are the sales
performances of these three online selling platforms (Statista.com, 2020), (Rusell, 2018),
(Emelyanova, 2019). Third are its regional traffic or monthly visits (iPrice.com, 2020), (iPrice
Group and SimilarWeb, 2020), (iPrice, 2020), (Emelyanova, 2019), (Freeman, 2017), (Freeman,
2017), (Emelyanova, 2019). Last are the complaints in these online shops (Woodburn, 2019),
(Support.com, N.D.), (Sitejabber.com, 2020). The relevance of this framework is that, this will
serve as a concise illustration on what are the most rational variables that can be a tool in
determining which among Facebook Marketplace, Shopee and Lazada is the most effective online
selling platform is in the new normal.

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3.2. CONCEPTUAL FRAMEWORK
3.2.1. Effectiveness of Online Selling and Online Shopping Platform in the New Normal
COVID-19 PANDEMIC
Facebook Marketplace
- AI
- Browse to Buy
- Pages You Like
Facebook accounts Variables for Measuring
- Defective or Effectiveness
Broken Items
Year-end 2019
Total Regional • Complaints
Traffic: • Features
- No data • Regional
Other Online Selling
(Facebook Traffic/Visits
Platform
Marketplace is still • Sales
not a real e-
Performance
commerce
Shopee
platform) Lazada
Year-end 2019
-AI
Total Revenue:
- ShopeePay -Lazada E-Wallet
- ShopeeLive
- No Data -LazLive
- Shopee(Facebook
In -LazCity
App Games “Shake Shake”
Marketplace is still
not a real e-
commerce
platform)
The Conceptual Framework illustrated above serves as a structural organization of the
overall important points that was being stated by the researchers in the review of related literature
and the combination of all the Theoretical Frameworks. This Conceptual Framework is relevant
for the study as gives direction to the study by bringing together all the concepts of the research’s
Key Variables in Measuring its Effectiveness in order to create connection to the purpose and aim
of this study.
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CHAPTER IV
METHODOLOGY
This chapter seeks to provide a step-by-step method on how the Researchers do their
research study. With this, they will discuss the research locale, research design, population
sampling or respondents of the study, research instrument, and the statistical treatment of data.
4. 1. Research Locale
4.1.1 The study will be conducted in the Philippines. Before the Covid-19 Pandemic, the
change towards ecommerce was occurring, but when the quarantine began, it intensified further.
People nowadays prefer to shop online to avoid physical contact to other and crowded places. The
researchers gathered respondents residing in Philippines who has an online shop on any online
selling platforms particularly Facebook, Shopee or Lazada. The respondents will answer the
survey questionnaire in their houses or any comfortable place that the respondent will choose to.
4.1.2 The researchers will conduct its study in the Philippines. The participants on the study
which are the online seller that are living in the Philippines. It is accessible population which the
researcher can apply their conclusion.

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4.2. Research Design
This research paper will be a Comparative type of Research Design to identify what avenue
is more effective in Online Selling in the New Normal, Facebook Marketplace or the other Online
Selling Platforms. To evaluate the data and information needed of this study, the researchers will
use a comparative method to assess throughout the study to compare the specified online selling
platforms. By conducting survey to target respondents, the researchers will provide survey
questionnaires to answer what will be the most effective selling platform for the Online Sellers
given the Covid-19 Pandemic.
4.3. Population Sampling or Respondents of the Study

In this study, the sampling technique that the researchers will be using is a non-
probability sampling which is a purposive type of sampling. It is due to the fact that this
study is only arranged for the online sellers. Thus, this study would be particularly targeting
the online sellers in Facebook Marketplace as the main comparative variable of this study
and the online sellers in Shopee and Lazada as the secondary variable for comparison due
to the reason that these are the other top online shopping platform. The age of these online
sellers would range from fifteen to fifty-five (15 – 55) years old as they have the ability to
sell online.
Slovin’s formula will be the tool to know or classify the sample size of the
respondents of the online sellers in Facebook Marketplace, Shopee and Lazada.

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Slovin’s Formula:
Whereas:
n = number of respondents
N = total population
e = margin of error
Furthermore, to perform this formula and to determine the total seller population of
these platforms, the researchers will determine first the estimated total sellers of each
online selling platform then sum it up. For the Facebook Marketplace, there are 75 verified
estimated numbers of sellers (Marketplace Philippines, 2020). For the Shopee, there are
300,000 estimated active sellers (Drilon, 2019) and in Lazada, there are 30,000 estimated
listed sellers (Gatpolintan, 2018). That will rise for an estimated total of 330,075 online
sellers in these three platforms.
Given: Solution:
n =?
N = 330,075
e = 5% or 0.05
The estimated total population of the online sellers in Facebook Marketplace, Shopee and
Lazada are 330,075 and the margin of error will be 0.05 or 5%. Therefore, the sample size or the
number of respondents will be 400 (399.5158484). This shows that the sample size being
calculated is bigger than the prescribed number of respondents wherein n > 50. Thus, the
researchers will only focus on limiting it into 50 respondents as it is the prescribed one.
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The tables shown below are the distribution of the survey questionnaires:
Age Frequency Percentage

15 – 35 25 50%
36 – 55 25 50%
Total 50 100%
Table 1. Age of the Respondents

On Table 1 it shows the frequency and percentage of the distribution of the survey
questionnaires with regards to the age of the respondents which are the online sellers of Facebook
Marketplace, Shopee, and Lazada. It shows that 25 or 50% of the respondent will be from ages 15
to 35 years old. And 25 or 50% of the respondent will be from ages 36 to 55 years old.
Sex Frequency Percentage

Male 25 50%
Female 25 50%
Total 50 100%
Table 2. Gender of the Respondents

On Table 2 it shows the frequency and percentage of the distribution of the survey
questionnaires with regards to the sex of the respondents which are the online sellers of Facebook
Marketplace, Shopee, and Lazada. It shows that 25 or 50% of the respondent will be male and 25
or 50% of the respondent will be female.

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4.4. Data Gathering Procedures
This research paper will be conducting by the researchers to have a Comparative Study
between Facebook versus Other Online Selling Platform are more effective in the New Normal.
Below are the step-by-step procedures on how the researchers will gather and collect the data
needed for this study which will be coming from the respondents.
Step 1: The researchers will formulate survey questionnaires that the study is intended to
find out for the respondents particularly the online shoppers who has a virtual store whether
in Facebook Marketplace, Shopee or Lazada.
Step 2: After formulating survey questionnaires, the researchers will post the survey
questionnaires via Google Forms which will be used as a main tool in distributing the
questionnaires to the target respondents. They will disseminate the link provided by Google
Forms through online.
Step 3: Every researcher has to look for the target respondent/s they know using their
connections that are online sellers with virtual store in any of the three online selling
platform: Facebook Marketplace, Shopee or Lazada.
Step 4: Once they find a target respondent/s who are qualified to the said qualifications,
they have to contact them immediately and ask for their approval that they will conduct a
survey. They will message the respondent via email or personally send it over to their
personal social media account/s.
Step 5: Once they have done messaging and have the consent the respondent/s allowing to
conduct a survey, they may proceed to next step.

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Step 6: Send the link of the survey questionnaire to the respondent/s via Google Forms.
The survey questionnaires are expecting to be return after 3-5 working days.
Step 7: Lastly, once the respondent/s had already returned the survey questionnaire, the
researchers will have to collate the turned-in answers of the respondents and will analyze
the data gathered based on their answers and feedback. Since the researchers will be using
Google Forms, it will be tallied automatically. The gathered data and information will be
interpreted by the researchers and finding out the results by formulating the analysis and
interpretation.
4.5. Research Instrument

4.5.1 The instrument that will be using is researcher-made to gather the data needed for
this study. It is easy to understand by the respondent and it only takes 2 to 5 minutes to
answer the survey questionnaire. The researchers will use Google Forms that will be send
via email or through social media such as Facebook Messenger and the like that contain
link of the form.
4.5.2. The survey questionnaire will be use in the main data-gathering instrument for this
study. It has two sections which comprises of demographic profile of the respondents and
the questions contains open-ended and close-ended as these provides more diverse detail.
The profile contains demographic profile of the respondents such as age and sex in order
to provide efficiency of the answers in the survey. While the second part deals with the
respondent’s assessment statement with multiple choice type of questions that will only
allow one answer per question. In this study, the questionnaire is a set of orderly questions
carefully prepared by the researchers to collect facts and information and to arrive with the
accurate result.
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4.6. Statistical Treatment of Data
4.6.1 After collecting the data, the result of the survey that will be coming from the
research study’s respondents will be analyzed by the researchers. The data that will
be collected from the multiple-choice questionnaires that will be given to them will
be treated by the use of percentage formula as this generates logical or clearer
interpretation with regards to their responses in determining the comparison of the
effectiveness of online selling in the new normal. This will also give an informative
decision about the sample size as the representative of the overall population of the
online sellers in Facebook Marketplace, Shopee and Lazada.
4.6.2 On the self-structured multiple-choice type of questionnaires, the researchers will
not be scaling the respondents’ answers but the researchers would rather be
determining the frequency of how many respondents on each choice per questions
have chosen it and by determining its percentage. This will be the process in
analyzing the responses of the respondents in each question and to make
summarization of the data that will be gathered.
4.6.3 As mentioned above, the tool that will be used for the treatment of data is the
percentage formula. To find the size or portion of some things in terms of one
hundred, the percentage method is the suitable formula to be used. This formula is
generally used to differentiate or find out ratios and this is represented by the “%”
symbol (Byjus.com, 2020). In further details, according to (Korbedpsych.com,
2013) percentage method is performed by getting the frequency of a certain
category and divides it by the total number of respondents and multiply it by one
hundred.
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The figure below shows the formula that the researchers will be using in analyzing
the answers of the respondents:
f
P= x 100
n
Whereas:
P = Percentage
f = Frequency
n = Number of Respondents
| 37
CHAPTER V
DATA ANALYSIS AND INTERPRETATION
The data for this study has been collected using the survey questionnaires provided by the
researchers that were distributed to the 50 respondents coming from the Online Sellers in Facebook
Marketplace, and other online selling platforms specifically in Shopee and Lazada. After collecting
the filled questionnaire, they were analyzed for presentation of research findings under data
analysis using the percentage method. The following graph will be used as guide in analyzing the
data collected throughout the process of interpreting the results of the research’s survey in a
detailed and generalized way.

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5.1. Demographic Survey Question: Age
The result of the survey question about the age of the respondents shows that, among the
50 respondents, 50% or the majority of them are online sellers that are from ages 21-30 years old.
Next is that 36% of them are 15-20 years old and 8% of them are 31-40 years old. Lastly, 6% of
the respondents are ages 41-50 years old. According to (Kristensen, 2020), the reason why
millennial are the online sellers in today’s new normal is due to the reason that they know on how
to effectively target and market this generation. After all, millennial is bringing trends unlike any
other. Therefore, the survey result indicates that, most of the online sellers in today’s new normal
are the millennial.
Age
6…
0% 15 - 20
8%
36% 21 - 30
31 - 40
41 - 50
50% 51 and above
Figure 5.1 “Age of the Respondents”

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5.2. Demographic Survey Question: Gender
The survey result about the gender of the respondents shows that, among the 50
respondents, 82% of them are female online sellers and on the other hand, 18% of them are male.
In connection to that, according to (Griffits, 2015), the reason why there are more female
entrepreneurs is because men tend to have more time talking about other things and just hammer
out on dealing with business for only few minutes things. While on the other hand, females are
always into business and do only have small time for pleasantries than men. Another point is that,
according to (Finkel, 2019), females are much better in building a relationship within her
customers and suppliers than men. Hence, the survey result denotes that, females are more into
doing business than men particularly about selling goods online.
Gender
18%
Male
Female
82%
Figure 5.2 “Gender of the Respondents”

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5.3. Survey Question number 1: Which Online Selling Platform Does Your Business Use for E-
Commerce?
In question number one, the survey result shows that, out of 50 respondents, 56% of them
answered that they use Shopee as a platform to sell their products. While, 36% of them uses
Facebook Marketplace and 8% of them uses Lazada for their e-commerce business. According to
(Zoleta, 2020), the reason why Shopee is the most commonly used as an online selling platform
compare to Lazada and others is because Shopee has over 300,000 active online sellers and it been
quickly catching up with its catchy ads and attractive pricing. This is their way to win more
customers. Therefore, the main analysis is that, Shopee is the most popular online selling platform
that is commonly used by the respondents for their e-commerce business.
8%
36% Lazada
Shopee
56%
Figure 5.3 “Online Selling Platforms Use for E-commerce”

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5.4. Survey Question Number 2: In Question Above, Why Do You Prefer To Sell Your Product
to That Platform?
The major findings of the detailed survey result in Question number 2 shows that, out of
50 respondents, 64% of the seller from Shopee and 82% of the sellers from Facebook Marketplace
answered that they prefer to sell their products in this platform due to numerous potential
customers. On the other hand, 50% of the sellers from Lazada answered that it is due to promotions.
Therefore, it can be analyzed that, there are many potential customers in Shopee and Facebook
Marketplace that made the seller chose this platform for selling their products and on the other
hand, Lazada as an online selling platform is good at promoting the online shop of the seller.
In general analysis, the survey result in question number 2 shows that, out of 50
respondents, 66% of them prefer to sell their products in their chosen online selling platform due
to numerous potential customers. While, 20% answered that it is because of promotion and lastly,
14% of the respondents answered that it is because of multiple payment options. With that survey
result, it represents that; the main reason why the respondents sell their products to their chosen
online selling platform is by the fact that it has numerous potential customers and promotion is
just a secondary reason for them and lastly, the least reason for them is that this online selling
platform has multiple payment options. According to (Similar web, 2020) Shopee received a total
of 34.21 million visits worldwide including desktops and mobile phones during this period. In
addition, according to (adespresso.com, 2019), Facebook Marketplace is now being popular and
is being used by millions of people in different countries every month. This proves and reflects
that there are really numerous potential customers in these platforms.

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Lazada Facebook Marketplace

Shopee
4%
promotion promotion promotion
14%
18%
25% Multiple
Multiple Multiple
payment 50% payment payment
18%
Options Options Options
64% 25% 82%
Numerous Numerous Numerous
Potential Potential Potential
Customers Customers Customers
Figure 5.4.1 In Detailed: “Preference to Sell Products on the Online Selling Platforms”
20% Promotion
Multiple Payment Options

14%
66% Numerous Potential
Customers
Figure 5.4.2 In General: “Preference to Sell Products on the Online Selling Platforms”
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5.5. Survey Question 3: Estimated Monthly Revenue Before the Covid 19 Pandemic
the 50 respondents, 43% of the sellers from Shopee and 39% or majority of the sellers from
Facebook Marketplace answered that their estimated monthly revenue was 1,000 and below before
the Pandemic. While on the other hand, there is no one from the Lazada sellers that have 1,000
and below estimated monthly revenue before the Covid pandemic. This survey result signifies that,
the online sellers form Shopee and Facebook Marketplace have small revenue before the Pandemic
rather than the sellers from Lazada.
In general analysis, the survey result in question number 3 shows that, among the 50
respondents, 38% of them answered that their estimated monthly revenue before the Covid-19
Pandemic is ranging from Php 1,000 and below. However, 34% of them answered that their
monthly revenue is ranging from Php 1,001.00 up to Php 5,000.00 and 14% of them have Php
5,001 up to Php 10,000 revenue. Lastly, also 14% of them do have estimated monthly revenue of
Php 10,001 and above before the Covid-19 Pandemic are ranging. This survey result implies that,
most of the respondents have small monthly revenues in Online Selling before Covid-19
Pandemic. In connection to that, according to (Vishnoi, 2020), the reasons why many E-commerce
business find online selling difficult before is that they are struck in the traditional selling with
physical stores. Most of them lack the necessary insight into customer behavior and buying
patterns that can help them succeed in the current E-commerce milieu.
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Shopee Lazada Facebook Marketplace

3% 0%
1,000 and 1,000 and 1,000 and
Below below below
18% 1,001 - 1,001 - 22% 1,001 -

43% 39% 5,000
5,000 5,000
50% 50%
5,001 - 5,001 - 5,001 -
36% 10,000 10,000 10,000
28%
10,001 10,001 10,001
and above and above 11% and above
0%
Figure 5.5.1 In Detailed: “Estimated Monthly Revenue Before the Covid-19 Pandemic”
14%
1,000 and Below

38%
14% 1,001 - 5,000
5,001 - 10,000
10,001 and above
34%
Figure 5.5.2 In General: “Estimated Monthly Revenue Before the Covid-19 Pandemic”
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5.6. Survey Question number 4: Estimated Monthly Revenue When the Covid 19 Pandemic
Started
The findings of the detailed survey result in Question number 4 shows a shift that, among
the 50 respondents, there are only 22% of the sellers from Shopee answered that they have an
estimated monthly revenue of 1,000 and below when the Pandemic started which was 21% lower
from the previous result in figure 5.3.1. Next is that, there are only 17% of the Facebook
Marketplace sellers who answered that they have 1,000 and below monthly revenue which was
22% lower from the figure 5.3.1. Last is that, 25% of the seller from Lazada said that they acquire
a 5,001 up to 10,000 monthly revenue which states that there is a small decrease in their sales.
With those results, it indicates that, the estimated monthly revenue of Shopee and Facebook
Marketplace sellers rises up when the Pandemic started.
In general analysis, the survey result in question number 4 shows that, out of 50
respondents, 46% or majority of them do have 1,001 up to 5,000 estimated monthly revenue when
the Covid-19 Pandemic started which was 12% higher from figure 5.3.2. Moreover, 18% of them
have monthly revenue of 900 and below which was 20% lower from figure 5.3.2 and also 18% of
the respondents answered that they have 5,001 up to 10,000 monthly revenue which was 4% higher
from figure 5.3.2. Lastly, also 18% said that their estimated monthly revenue when the Pandemic
started were 10,001 and above which was also 4% higher from figure 5.3.2. Thus, this result gave
an indicator that most of the Online Seller gain more revenue as the pandemic continues since
most of the people stayed in their house due to lockdown and they tend to shift in online shopping.
In connection to that, according to (Handley, 2020), during the Covid 19 pandemic, the sales of
the online sellers and the e-commerce industry were extremely boosted. It is by the orders of the
customers that are staying at home due to the ongoing Pandemic.

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0% 1,000 and
1,000 and 1,000 and
below below below
11% 17%
21% 22% 1,001 - 1,001 - 1,001 -
25%
5,000 5,000 5,000
7% 50% 33%
5,001 - 5,001 - 5,001 -
50% 25% 39% 10,000
10,000 10,000
10,001 10,001 10,001
and above and above and above
Figure 5.6.1 In Detailed: “Estimated Monthly Revenue when the Covid-19 Pandemic Started“
18% 18%
1,000 and Below

1,001 - 5,000
18% 5,001 - 10,000

10,001 and above
46%
Figure 5.6.2 In General: “Estimated Monthly Revenue when the Covid-19 Pandemic Started “
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5.7. Survey Question Number 5: How Many is Your Monthly Visitors at Your Page Shop Before
the Covid 19 Pandemic?
the 50 respondents, 57% of the sellers from Shopee, 50% of the sellers from Lazada, and 61% of
the sellers from Facebook Marketplace answered that their monthly visitors at their page before
the Covid-19 Pandemic were ranging from 10 up to 100 visits per month.
respondents, 58% or majority of them do have monthly visitors at their page shop that is ranging
from 10 to 100 before the Covid 19 pandemic. 20% of them have 101 to 300, 16% have 301 to
500 and last is that only 6% of the total respondents have a monthly visitor of 501 and above before
the Pandemic. This survey result implies that, most of the respondents are receiving a little amount
of monthly page shop visitors before the Covid 19 pandemic. In connection to that, according to
(iprice.ph, 2020), in the Philippines, at the first quarter of the year 2020 wherein Covid 19
Pandemic is not yet fully experienced by the Filipinos and there is still no lockdown, the top
popular online selling platform here in the Philippines like Shopee and Lazada only received an
estimated total of 26,760,000 and 21,997,000 monthly visitors respectively which was way lower
compared in today’s current and latest online shop monthly visitors.

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4% 10 - 100
10 - 100 10 - 100
5%
17% 101 - 300
18% 101 - 300 25% 101 - 300
50%
21% 57% 301 - 500 301 - 500 61% 301 - 500
25% 17%
501 and 0% 501 and 501 and

above above above
Figure 5.7.1 In Detailed: “Monthly Visitors at the Page Shop Before the Covid-19 Pandemic”
6%
16%
10 - 100
101 - 300
301 - 500
58% 501 and above
20%
Figure 5.7.2 In General: “Monthly Visitors at the Page Shop Before the Covid-19 Pandemic”
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5.8. Survey Question Number 6: How Many is Your Monthly Visitors at Your Page Shop
When The Covid 19 Started?
The findings of the detailed survey result in Question number 6 shows a shift that, among
the 50 respondents, there are 43% of the sellers from Shopee and 50% of the sellers from Facebook
Marketplace answered that their monthly visitors at their page when Covid-19 Pandemic started
were ranging from 10 to 100 visits per month which has 14% and 11% decrease from the previous
result in figure 5.5.1. On the other hand, the sellers from Lazada equally answered all the choices
which came up to a 25% result per choices. This states that, for the sellers from these three online
selling platforms, there is an increase in their monthly visitors when the Pandemic started.
respondents, 44% or majority of them do have 10 to 100 monthly visitors at their page shop when
the Pandemic started which was 14% lower from figure 5.7.2. Next is that, 20% of them have 101
to 300 monthly visitors which has the same percentage in figure 5.7.2 and also, 20% of the
respondents answered that they have 301 to 500 monthly visitors which was 4% higher form the
previous graph. Lastly, 16% said that their monthly visitors when the Covid 19 started were 501
and above which was 10% higher from the figure 5.7.2. This gives an indication that when the
Pandemic started; most of the respondents gain more monthly visitors. With that, according to
(iprice.ph, 2020), the top popular online shopping platform here in the Philippines like Shopee and
Lazada received an estimated total amount of 30,745,300 and 28,950,100 monthly visitors
respectively at the quarter 2 of the year 2020 wherein Covid 19 Pandemic is happening.
| 50
10 - 100 10 - 100 10 - 100

14%
17% 101 - 300
101 - 300 25% 25% 101 - 300
43%
21% 17% 50%
301 - 500 301 - 500 301 - 500
25% 25%
22% 16%
501 and 501 and 501 and
above above above
Figure 5.8.1 In Detailed: “Monthly Visitors at the Page Shop when the Covid-19 Pandemic
Started”
16%
10 - 100
44% 101 - 300
20% 301 - 500
501 and above
20%
Figure 5.8.2 In General: “Monthly Visitors at the Page Shop when the Covid-19 Pandemic
Started”
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5.9. Survey Question Number 7: How Many Orders Do You Receive Everyday Before The
Covid 19 Pandemic?
The major findings of the detailed survey result in Question number 7 shows that, among
the 50 respondents, 78% of the sellers from Shopee, 75% of the sellers from Lazada, and 83% of
the sellers from Facebook Marketplace answered that the order they receive before the Covid-19
Pandemic were ranging from 1 to 50 every day. This implies that, the online sellers from these
three platforms receive few orders every day before the Pandemic.
respondents, 80% of them receive orders every day that are ranging from 1 to 50 orders before the
Covid-19 Pandemic and 12% of them answered that they receive 51 to 100 orders. While only 8%
of the respondents receive orders every day that is ranging from 101 and above before the Covid-
19 Pandemic. This generally gives an analysis that almost all of the respondents experience few
orders before the Pandemic. In connection to that, according to (Picincu, 2018) in the year 2018
wherein the Covid 19 Pandemic were still not prevailing, many people do prefer to go to shopping
malls rather than doing online shopping is due to the reason that they want to try on products and
see other items in person before purchasing them. In that year, the experience of being able to
personally touch items cannot be matched by online shopping. This gives reason to why the online
sellers do have few orders before the Pandemic.

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0% 6%
1 to 50 1 to 50 1 to 50
11%
25% 11%
11% 51 - 100
51 - 100 51 - 100
78% 75% 83% 101 and

101 and 101 and
above above above
Figure 5.9.1 In Detailed: “Orders Received Every Day Before the Covid-19 Pandemic”
8%
12%
1 to 50
51 - 100
101 and above
80%
Figure 5.9.2 In General: “Orders Received Every Day Before the Covid-19 Pandemic”
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5.10. Survey Question Number 8: How Many Orders Do You Receive Every day When The
COVID-19 Pandemic Started?
The findings of the detailed survey result in Question number 8 shows a shift that, out of
50 respondents, 79% of the sellers from Shopee which has the same percentage before the Covid
19 Pandemic, 100% of the sellers from Lazada with the difference of 25% before the Covid 19
pandemic, and 83% of the sellers from Facebook Marketplace answered that the order they receive
when the Covid-19 Pandemic started were ranging from 1 to 50 every day. This signifies that there
is an increase to the percentage of the Shopee and Lazada sellers that are experiencing a few orders
every day when the Pandemic started.
respondents, 82% or majority of them receive orders every day that are ranging from 1 to 50 orders
when the Pandemic started which has 2% increase from the previous result in figure 5.7.2. Next is
that, 14% of them answered that they receive 51 to 100 orders which also has 2% increase from
the previous result. Last is that, only 4% of the respondents receive orders every day that are
ranging from 101 and above when the Covid 19 Pandemic started which was 4% lower from figure
5.7.2. This generally gives an analysis that, there is an increase to the percentage to almost all of
the respondents about receiving a few orders every day when the pandemic started. Online
shopping habits since pre-COVID-19, 36% of consumers shop online weekly since the rise of
COVID-19, up from 28% pre-pandemic, according to new data from Digital Commerce 360
(David & Toney, 2020). According to (Hottenroth, 2020) April 19-25 had the highest percentage
of year-over-year growth for order count.

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0%
7% 0%
0%
1 to 50 1 to 50 1 to 50
17%
14%
51 - 100 51 - 100 51 - 100
79% 83% 101 and

101 and 100% 101 and
above above above
Figure 5.10.1 In Detailed: “Orders Received Every Day when the Covid-19 Started”
4%
14%
1 to 50
51 - 100
101 and above
82%
Figure 5.10.2 In General: “Orders Received Every Day when the Covid-19 Started”
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5.11. Survey Question Number 9: Have You Experienced a No Place Order at All?
the 50 respondents, 100% or all of the online sellers from Lazada are sometimes experiencing a
no place order at all. While there are only 29% of the shopee sellers and there are 50% from
Facebook sellers who are experiencing it.
respondents, 42% of them do sometimes experience a no place order at all in their online shop.
Then 20% of them rarely experience a “no place order” at all and 14% of them often experience
it. There are also 14% of the respondents who usually experience a no place order in day. However,
6% of them are always experiencing it and lastly only 4% of them never experience a “no place
order” at all in their online shop. Thus, this represents that, the respondents are not badly
experiencing a “no place order” due to the reason that most of them answered “sometimes” which
made them to be in a neutral mode. With that, according to (Hottenroth, 2020), order slowed
slightly over the last week of April. This could be because the end of the month could be a more
financially difficult period for customers, particularly with increasing of unemployment.
Shopee Lazada 5% Facebook

4% 7% 0% 0% 6% Marketplace
6%
0% 0%
Always Always
Always
Usually Usually
21% 11% Usually
21% Often Often
22%
Often
Sometimes Sometimes
29% 18% 50% Sometimes
Rarely 100% Rarely
Rarely
Never Never
Never
0%
Figure 5.11.1 In Detailed: “Experienced a No Place Order at All”

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6%
Always
4%
20% 14% Usually
Often
14% Sometimes
Rarely
42%
Never
Figure 5.11.2 In General: “Experienced a No Place Order at All”

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5.12. Survey Question Number 10: As an Online Seller, Are There Any Problems You
Encounter In This Platform?
the 50 respondents, 54% of the online sellers from Shopee, 75% of Lazada sellers and 78% of the
Facebook Marketplace sellers answered that they are experiencing problems in the online selling
platform that they are using like limited payment options, irresponsible courier and commission-
based selling.
respondents, 64% of them encounter a problem in online selling platform. While on the other hand,
36% of the respondents answered no. Therefore, this result reveals that, most of all the online
sellers do have a bad experience with regards to the operation of the selling platform that they are
in. Based on the government data of the Philippines (as cited to Fenol, 2020), showed that during
this time wherein Filipinos are on lockdown, there is a surged with regards to different complains
about Filipinos online transaction. High pricing, defective products, poor customer service, and
deceiving advertising are the most common complaints of Filipino online buyers. Therefore, the
finding is that, despite all the efforts of online sellers to alleviate them, there are a few problems
that they are still experiencing in these online selling platforms. But if online sellers can fix these
issues on their platforms, they will certainly improve customer experience and hence generate
more sales.
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25% 22%
46% yes yes yes
54% none none none
75% 78%
Figure 5.12.1 In Detailed: “Problems Encounter in the Online Selling Platforms”
Yes - Limited payment

options / Irresponsible
36% courier / Commission
Based Section
None
64%
Figure 5.12.2 In General: “Problems Encounter in the Online Selling Platforms”

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5.13. Survey Question Number 11: As A Seller of Goods Online, What is The Most Important
Aspect after the Buyer Received Your Product?
the 50 respondents, 68% of the online sellers in Shopee, and 75% of Lazada sellers answered that
consumer reviews are the most important aspect for them after their buyer received their product.
While 56% of Facebook Marketplace sellers answered that the most important aspect for them is
the repeat of orders from their buyers.
In general analysis, the survey result in question number 11 shows that, out of the 50
respondents, 60% of the online sellers are more focus in the consumer reviews and 40% of them
answered that “repeat orders” is the most important aspect for them. Therefore, this result reveals
an idea that the most important aspect in the post purchase stage of the buyer for the online seller
is their reviews. That’s why, according to the survey by (Salsify,2018) of online shoppers and to
(Fan & Fuel, 2016), the main reasons for trusting a brand online are previous experience with that
company and good online reviews because 94% of online customers read reviews before making
any purchasing decisions. With that, feedbacks form the customers are their mostly concerned
because customer reviews can strengthen the business credibility.

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Shopee Lazada Facebook

Marketplace
Consumer Consumer
Reviews Reviews
Consumer
32% 25%
Featured Featured 44% Reviews
on the on the
68% Vlog Vlog 56%
75% Featured
Repeat Repeat on the
Orders 0% Orders Vlog
0% 0%
Figure 5.13.1 In Detailed: “Important Aspects after the Buyer Received the Product”
Consumers Reviews
40%
Features on the Vlog
60% Repeat Orders
0%
Figure 5.13.2 In General: “Important Aspects after the Buyer Received the Product”
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5.14. Survey Question Number 12: Would You Recommend These Online Selling Platforms to
Those Buyers and Aspiring Online Sellers
The major findings of the detailed survey result in Question number 12 shows that, 100% or
all the sellers from Shopee and Lazada would like to recommend these online selling platforms to
those buyers and aspiring sellers because these platforms provide better customer service, have
flexible payment and the shipment options are on time. While on the other hand, there is only 94%
of the Facebook Marketplace online seller who would like to recommend this platform.
In general analysis, the survey result in question number 12 shows that, 98% the respondents
strongly agreed to recommend these online selling platforms to the buyer and aspiring sellers. Only
2% the respondents won’t suggest this Online Selling Platforms. Therefore, based on the result,
even if the sellers do have problems or are experiencing a lot of problems in the online selling
platform that they are in, they would still recommend these three platforms because after all, these
still somehow provides better customer service and sometimes do have flexible payment option,
and on time shipment. In connection to that, the reason why these respondents do recommend these
online selling platforms is due to the reason that these have many features that might help the
consumer and the seller. With that, according to (Liu, 2018), Facebook Marketplace have a feature
of AI Technology and according to (Constine, 2016), there is also “Browse To Buy” and “Sell
your Stuff” additional feature. Next is that, according to (Idris, 2018), Shopee have a feature of
“Shopee Pay”, (McSpadden, 2019), “Shopee Live”, and (Lansang, 2020), “In App Games”. Lastly,
according to (Paul, 2018) the features of Lazada are; Artificial Intelligence, “Lazada E-Wallet”,
“Shake Shake”, (Split Dragon, 2020), “LazLive” and “Laz City”

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6%
0%
0%
yes yes yes
none none none

94%
100% 100%
Figure 5.14.1 In Detailed: “Recommendation for Buyers and Aspiring Online Sellers”
Yes - Provides better

2%
customer service /
Flexible payment option /
On time shipment
No - Limited products
offer / Careless couriers /
Delayed shipments
98%
Figure 5.14.2 In General: “Recommendation for Buyers and Aspiring Online Sellers”
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CHAPTER VI
CONCLUSION
The following Conclusions were formulated by the researchers to better understand the
study by citing relevant information from the data analysis that will answer the statement of the
problem of this research paper. Thus, this will be comprised by three sub-components:
6.1. What Avenue is More Effective in Online Selling, Facebook or the other Online Selling
Platforms?
From the review of related literature up to the survey results and analysis, an overall
conclusion can be drawn that, among the online selling platforms stated in the study, Shopee is the
most effective one in the new normal because of the reason that most of the respondents are sellers
from this platform and it is most commonly used by the online sellers and accessed by the online
shoppers. Another reason that made it an effective online selling platform is due to the result that
majority of the monthly visitors and revenue of the sellers in this platform had grown during the
Pandemic. Last is that, even if its sellers do have complaints or problems in Shopee, all of them
would still prefer to recommend this platform to the aspiring online sellers and future buyers.
6.2. Among Facebook Online Shopping and other Online Shopping Platforms, which of them
is commonly accessed by the Online Shoppers in the New Normal?
Given the review of related literature of the study, the researchers conclude that, Shopee is
the most commonly accessed by the online shoppers compared to the other selling platforms due
to the reason that, In the Philippines, in the quarter 2 of the year 2020 in which the Covid-19
Pandemic is taking place, Shopee earned an approximate total of 30,745,300 monthly visitors that
Lazada which has 28,950,100 monthly visitors. However, the main reason to that conclusion is
| 64
because of the result of the survey which shows that Shopee sellers gained the highest increase of
its monthly visitors since the Pandemic started.
6.3. Between Facebook Marketplace and other Online Selling Platform, which has the most
number of sales, numerous customers and countless closed online business transactions?
Based on the result of the study, a conclusion can be drawn that, none of Shopee, Lazada
and Facebook Marketplace had countless closed online business transactions due to the reason that
all of the online sellers from that platform had experienced a decrease of orders when the pandemic
had started and there is an increase of the rate of having small amount of orders received by these
sellers. Another reason is that these three platforms do equally experiences a “no order” sometimes.
However, the conclusion to which online selling platform has the most number of sales and
numerous customers is Shopee. It is due to the result that among the three online selling platforms,
Shopee has the highest increase in the rate of having a big amount of revenue when the Pandemic
started and Shopee do also gained the highest increase of its monthly visitors among the three
online selling platforms.

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CHAPTER VII
RECOMMENDATION
The following recommendations were given by the researchers to give rational suggestion
for the improvement of the service of Shopee as the most effective online selling platform During
the Pandemic in the new normal and to provide suggestions for future improvement of the study.
Thus, this chapter will be composed of two sub-components:
7.1. Recommendation for the Company
In this part, the researchers will give a recommendation for the Shopee Company as the
most effective online shopping platform during the Pandemic to properly address the problems
that the sellers from this shop is encountering like the issue about commission-based selling,
limited payment option and irresponsible courier. It can be done by having or choosing the best
and right third-party company with regards to the problem about irresponsible courier and the
payment options. That recommendation can be an aid to better decrease the rate of the online
seller’s form Shopee who experiences these kinds of problems. It can also help to increase the
number of customers in this shop and to improve the rate of having repeat of orders.
7.2. Recommendation for the Study
To better improve the study, since the recommendation of the researchers to Shopee
company is to properly address the problems that its sellers are experiencing like choosing the
right third party involved, an additional study that can be explored are articles about the factors
that affects the quality of Shopee’s service or articles about why this online shop is experiencing
this kind of problems that can give results of gaining complaints from the buyers. It can be by
searching related articles about how well do Shopee couriers, riders perform their services, why
does Shopee experiences commission-based selling and what are the possible company that can
| 66
give unlimited payment options. This will give a better understanding about how it gives impacts
to the effectiveness of this online shop and how to give solutions to the problems that its seller is
experiencing. Last is that, additional researches about how to sustain the effectiveness of Shopee
as an online selling platform can also be a recommendation for the study. This would help the said
online shop to maintain its effectiveness during and after the COVID-19 Pandemic.
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kxWeH9QvBIvMAhqTLXY OwD2y4AZ-48sosLE
| 74
IX. APPENDICES
APPENDIX A: LISTS OF CHARTS AND TABLES
FACEBOOK
MARKETPLACE SHOPEE LAZADA
AI (Artificial ShopeePay Augmented Reality
ONLINE Intelligence)
SELLING Browse to Buy Shopee Live (AI) Artificial
PLATFORM Intelligence
FEATURES Pages You Like Shopee In App Games Lazada E-Wallet
LazLive
LazCity
“Shake Shake”
Figure 2.4.1. Additional Features of Facebook Marketplace, Shopee and Lazada
Online Selling Platform Complaints

1. Lazada - Defective Items
- Unprocessed Refund
- Irresponsible Sellers
2. Shopee - Unreliable Couriers
- Unprocessed Refund of Money
- Wrong Item Received
- Defective Items
- Unresponsive Sellers
3. Facebook Marketplace - Fake products

- Catfishing
- “You’ve Won” scam
- Celebrity Scam
- Malware Dislike Button
- Fake Facebook accounts
Figure 2.4.2. Usual Complaints in Facebook Marketplace, Shopee and Lazada
| 75
Online Selling Platform Q4/Year-end 2019 Gross Merchandise Value
1. Lazada 4.5 Billion

2. Shopee 5.65 Billion
3. Facebook Marketplace No Data (Facebook Marketplace is still not a real
e-commerce platform)
Figure 2.4.3. Sales Performance of Facebook Marketplace, Shopee and Lazada
40,000,000
35,000,000
30,000,000
25,000,000
Year-end 2019
20,000,000
Q1 2020
15,000,000
Q2 2020
10,000,000
5,000,000
0
Lazada Shopee Zalora Beauty Ebay
MNL
Figure 2.4.4. Monthly web Visits of the Top 5 E-commerce in Philippines: Year-end 2019, Q1
2020, Q2 2020
2,500,000,000
2,000,000,000
1,500,000,000
1,000,000,000 Year-end 2019
500,000,000
0
Shopee Lazada TokopediaBukalapak Thế Giới
Di Động
Figure 2.4.4.1. Year-end 2019 Total Combined Regional Traffic of the Top 5 E-commerce in 6
Largest Southeast Asia Countries
| 76
Online selling Platforms

in the New Normal
Alternative for Physical Retailer’s Selling Platform as Usual or Common Complaints:

Shopping During Enhanced the Global Pandemic
Community Quarantine Continues - High Pricing
- Defective Products
3.1.1. Online Selling Platform in the New Normal - Deceiving Advertising
Popular Online
Selling Platform:
Lazada Shopee Instagram Retailer’s Zalora Amazon Facebook

Online Store Marketplace
Features: Features: Features:

- AI - ShopeePay - AI
- Lazada E-Wallet - ShopeeLive - Browse to Buy
- LazLive - Shopee In App Games - Pages You Like
- LazCity
- “Shake Shake” Complaints: Complaints:
- Unreliable Couriers - Fake products
Complaints: - Unprocessed Refund of Money - Catfishing
- Defective Items - Wrong Item Received - “You’ve Won” scam
- Unprocessed Refund - Defective Items - Celebrity Scam
- Poor Customer Service - Poor Customer Service - Malware Dislike Button
- Irresponsible Sellers - Unresponsive Sellers - Fake Facebook accounts
Year-end 2019 Total Year-end 2019 Total Regional
Regional Traffic: Traffic: Year-end 2019 Total Regional Traffic:
- 1,843,848,694 - 2,061,511,094 - No data (Facebook Marketplace is still not
Year-end 2019 GMV Year-end 2019 Total Revenue:
- 4.5 Billion - 5.65 Billion Year-end 2019 Total Revenue:
- No Data (Facebook Marketplace is still not
Research Study
Variables
3.1.2. Popular Online Selling Platform and Its Features

| 77
Variables for Measuring Effectiveness of

Facebook Marketplace, Shopee, & Lazada
Features Sales Performance Regional Complaints

Traffic/Monthly
Visits
3.1.3. Variables for Measuring Effectiveness of Research Study’s Variables
COVID-19 PANDEMIC
- AI
- Browse to Buy
- Pages You Like
Facebook accounts Variables for Measuring
- Defective or Effectiveness
Broken Items
Year-end 2019
Total Regional • Complaints
Traffic: • Features
- No data • Regional
Other Online Selling
(Facebook
Platform Traffic/Visits
• Sales
not a real e-
commerce Performance
Shopee
platform) Lazada
Year-end 2019
-AI
Total Revenue:
- ShopeePay -Lazada E-Wallet
- ShopeeLive
- No Data -LazLive
- Shopee(Facebook
In -LazCity
App Games “Shake Shake”
not a real e-
commerce
platform)
3.2.1. Effectiveness of Online Selling and Online Shopping Platform in the New Normal
| 78
APPENDIX B: SURVEY QUESTIONNAIRE
Dear Respondent, 6. How many is your monthly visitors at your page shop
when the Covid 19 pandemic started?
We, the 3rd year Marketing students from National [] 10-100
University are currently conducting a research paper as part of our [] 101-300
final requirement in our subject, Business Research Methods. [] 301-500
[] 501 and above
The undersigned is presently conducting a research study
that aims to find out "Among Facebook Online Shopping and other
Online Shopping Platform, which of them is commonly accessed by 7. How many orders do you receive every day before the
the Online Shoppers in the New Normal". We would like to take few Covid 19 pandemic?
minutes of your time to accomplish this Survey questionnaire. [] 1-50
[] 51-100
Thank you very much for your time and outmost [] 101 and above
cooperation on this academic exercise. Kindly read carefully and
answer all questions honestly. Rest assured that your answers would
be treated with confidentiality 8. How many orders do you receive every day when the
Covid 19 pandemic started?
.Age: Gender: [] 1-50
[] 51-100
[] 15 – 20 [] Male
[] 101 and above
[] 21 – 30 [] Female
9. Have you experienced a no place order at all?
[] 31 – 40 [] Always
[] Usually
[] 41 – 50
[] Often
[] 51 and above [] Sometimes
[] Rarely
1. Which online platforms does your business use for E- [] Never
commerce?
[] Lazada 10. As an online seller, are there any problems you
[] Shopee encounter in this platform?
[] Facebook Marketplace
[] Yes
2. In question above, why do you prefer to sell your - Limited payment options
product to that platform? - Irresponsible courier
[] Promotion - Commission based selling
[] Multiple Payment Options [] None
[] Numerous Potential Customers
11. As a seller of goods online, what is the most important
3. Estimated monthly revenue before the Covid-19 aspect after the buyer receive your product?
pandemic [] Consumer reviews
[] Featured on the vlog
[] 1,000 and below
[] Repeat order
[] 1,001-5,000
[] Others
[] 5,001-10,000
[] 10,001 and above
12. Would you recommend these online selling platforms
to those buyers and aspiring online sellers?
4. Estimated monthly revenue when the Covid-19
pandemic started
[] Yes
[] 1,000 and below
- Provides better customer service
[] 1,001-5,000
- Flexible payment option
[] 5,001-10,000
- On time shipment
[] 10,001 and above
[] No
5. How many is your monthly visitors at your page shop - Limited products offer
before the Covid 19 pandemic? - Careless couriers
[] 10-100
- Delayed shipment
[] 101-300
[] 301-500
[] 501 and above
| 79
Facebook Online Selling versus Online Shopping Platform: A Comparative Study
APPENDIX D: SURVEY RESULTS
Age
6…
0% 15 - 20
8%
36% 21 - 30
31 - 40
41 - 50
50% 51 and above
Figure 5.1 “Age of the Respondents”
Gender
18%
Male
Female
82%
Figure 5.2 “Gender of the Respondents”

| 80
8%
36% Lazada
Shopee
56%
Figure 5.3 “Online Selling Platforms Use for E-commerce”
Lazada Facebook Marketplace

Shopee
4%
promotion promotion promotion
14%
18%
25% Multiple
Multiple Multiple
payment 50% payment payment
18%
Options Options Options
64% 25% 82%
Numerous Numerous Numerous
Potential Potential Potential
Customers Customers Customers
Figure 5.4.1 In Detailed: “Preference to Sell Products on the Online Selling Platforms”
| 81
20% Promotion
Multiple Payment Options

14%
66% Numerous Potential
Customers
Figure 5.4.2 In General: “Preference to Sell Products on the Online Selling Platforms”

3% 0%
1,000 and 1,000 and 1,000 and
Below below below
18% 1,001 - 1,001 - 22% 1,001 -

43% 39% 5,000
5,000 5,000
50% 50%
5,001 - 5,001 - 5,001 -
36% 10,000 10,000 10,000
28%
10,001 10,001 10,001
and above and above 11% and above
0%
Figure 5.5.1 In Detailed: “Estimated Monthly Revenue Before the Covid-19 Pandemic”
| 82
14%
1,000 and Below

38%
14% 1,001 - 5,000
5,001 - 10,000
10,001 and above
34%
Figure 5.5.2 In General: “Estimated Monthly Revenue Before the Covid-19 Pandemic”

0% 1,000 and
1,000 and 1,000 and
below below below
11% 17%
21% 22% 1,001 - 1,001 - 1,001 -
25%
5,000 5,000 5,000
7% 50% 33%
5,001 - 5,001 - 5,001 -
50% 25% 39% 10,000
10,000 10,000
10,001 10,001 10,001
and above and above and above
Figure 5.6.1 In Detailed: “Estimated Monthly Revenue when the Covid-19 Pandemic Started“
| 83
18% 18%
1,000 and Below

1,001 - 5,000
18% 5,001 - 10,000

10,001 and above
46%
Figure 5.6.2 In General: “Estimated Monthly Revenue when the Covid-19 Pandemic Started“

4% 10 - 100
10 - 100 10 - 100
5%
17% 101 - 300
18% 101 - 300 25% 101 - 300
50%
21% 57% 301 - 500 301 - 500 61% 301 - 500
25% 17%
501 and 0% 501 and 501 and

above above above
Figure 5.7.1 In Detailed: “Monthly Visitors at the Page Shop Before the Covid-19 Pandemic”
| 84
6%
16%
10 - 100
101 - 300
301 - 500
58% 501 and above
20%
Figure 5.7.2 In General: “Monthly Visitors at the Page Shop Before the Covid-19 Pandemic”
10 - 100 10 - 100 10 - 100

14%
17% 101 - 300
101 - 300 25% 25% 101 - 300
43%
21% 17% 50%
301 - 500 301 - 500 301 - 500
25% 25%
22% 16%
501 and 501 and 501 and
above above above
Figure 5.8.1 In Detailed: “Monthly Visitors at the Page Shop when the Covid-19 Pandemic
Started”
| 85
16%
10 - 100
44% 101 - 300
20% 301 - 500
501 and above
20%
Figure 5.8.2 In General: “Monthly Visitors at the Page Shop when the Covid-19 Pandemic
Started”

0% 6%
1 to 50 1 to 50 1 to 50
11%
25% 11%
11% 51 - 100
51 - 100 51 - 100
78% 75% 83% 101 and

101 and 101 and
above above above
Figure 5.9.1 In Detailed: “Orders Received Every Day Before the Covid-19 Pandemic”
| 86
8%
12%
1 to 50
51 - 100
101 and above
80%
Figure 5.9.2 In General: “Orders Received Every Day Before the Covid-19 Pandemic”

0%
7% 0%
0%
1 to 50 1 to 50 1 to 50
17%
14%
51 - 100 51 - 100 51 - 100
79% 83% 101 and

101 and 100% 101 and
above above above
Figure 5.10.1 In Detailed: “Orders Received Every Day when the Covid-19 Started”
| 87
4%
14%
1 to 50
51 - 100
101 and above
82%
Figure 5.10.2 In General: “Orders Received Every Day when the Covid-19 Started”
| 88
Shopee Lazada 5% Facebook

4% 7% 0% 0% 6% Marketplace
6%
0% 0%
Always Always
Always
Usually Usually
21% 11% Usually
21% Often Often
22%
Often
Sometimes Sometimes
29% 18% 50% Sometimes
Rarely 100% Rarely
Rarely
Never Never
Never
0%
Figure 5.11.1 In Detailed: “Experienced a No Place Order at All”
6%
Always
4%
20% 14% Usually
Often
14% Sometimes
Rarely
42%
Never
Figure 5.11.2 In General: “Experienced a No Place Order at All”

| 89
25% 22%
46% yes yes yes
54% none none none
75% 78%
Figure 5.12.1 In Detailed: “Problems Encounter in the Online Selling Platforms”
Yes - Limited payment

options / Irresponsible
36% courier / Commission
Based Section
None
64%
Figure 5.12.2 In General: “Problems Encounter in the Online Selling Platforms”

| 90
Shopee Lazada Facebook

Marketplace
Consumer Consumer
Reviews Reviews
Consumer
32% 25%
Featured Featured 44% Reviews
on the on the
68% Vlog Vlog 56%
75% Featured
Repeat Repeat on the
Orders 0% Orders Vlog
0% 0%
Figure 5.13.1 In Detailed: “Important Aspects after the Buyer Received the Product”
Consumers Reviews
40%
Features on the Vlog
60% Repeat Orders
0%
Figure 5.13.2 In General: “Important Aspects after the Buyer Received the Product”
| 91

6%
0%
0%
yes yes yes
none none none

94%
100% 100%
Figure 5.14.1 In Detailed: “Recommendation for Buyers and Aspiring Online Sellers”
Yes - Provides better

2%
customer service /
Flexible payment option /
On time shipment
No - Limited products
offer / Careless couriers /
Delayed shipments
98%
Figure 5.14.2 In General: “Recommendation for Buyers and Aspiring Online Sellers”
| 92
APPENDIX C: SCREENSHOT OF RESPONDENT’S RESPONSE
| 93
| 94

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|1

A Business Research Paper Presented to

In Partial Fulfilment of the

Balbin, Darchie Throy

CHAPTER 1: BACKGROUND OF THE STUDY

CHAPTER 2: LITERATURE REVIEW

CHAPTER 3: FRAMEWORK OF THE STUDY

CHAPTER 3: DATA ANALYSIS AND INTERPRETATION 37

enabled by extraordinary technological advancements as to compare to first, second and third

trade such as buy and sell.

up with demand, and price gouging for supplies become rampant.

This study also aims to answer these sub-questions:

them is commonly accessed by the Online Shoppers in the New Normal?

number of sales, numerous customers and countless closed online business

1.3.Objectives of the Study

The aims of this research study are the following:

shoppers if which online selling platform should they access.

1.4.Significance of the Study

Online Selling. This study will benefit the following:

visited for them to gain more potential customers.

despite the Covid-19 Pandemic.

online shopping platforms by advertising.

2.1. Current State of E-Commerce during COVID-19 Pandemic

government’s enforced lockdown. (dela Cruz, 2020)

outbreak. (Tech Collective, 2020).

where it is a good indication of growth in the E-Commerce Industry in Thailand.

for physical retail over the past 10 years.

2.2. Comparison on Different Online Selling Platforms in the New Normal

fact that they can be reached 24/7 in their application.

accessed by the customers for their inquiries or transactions (Zoleta, 2020).

have pros and cons. (Zoleta, 2020).

up their own way to win a wider number of customers. (Zoleta, 2020)

retailers who take advantage of E-Commerce business opportunities by stimulating the

development of information technology, there is a change of trend in shopping due to lifestyle

shopping continuance intention of Shopee users in Manado. (Wowor, et at, 2019).

2.4. Variables for Measuring Effectiveness of Research Study’s Variables

2.4.1.1 Facebook Marketplace Additional Features

With the artificial intelligence or AI in Facebook Marketplace, it automatically

for sale nearby. (Liu, 2018).

2.4.1.2. Shopee’s Additional Features

special to offer. (Manila Bulletin, 2020).

program whereas only limited in Malaysia.

Shopee Catch. (Lansang, 2020).

based on their searches and previous purchases.

(Split Dragon, 2020).

happening in Fcaebook Marketplace.

from Lazada online selling platform.

Online Selling Platform Complaints

3. Facebook Marketplace - Fake products

processor that is being supported in this platform.

Online Selling Platform Q4/Year-end 2019 Gross Merchandise Value

1. Lazada 4.5 Billion

year-end report and Q1 2020 vs. Q2 2020

visits of 2,061,511,094 in the end of the year of 2019.

business to consumer platform with a determinate face. (Emelyanova, 2019).

1,000,000,000 Year-end 2019

FRAMEWORK OF THE STUDY

3.1. THEORETICAL FRAMEWORK 1

3.1.1. Online Selling Platform in the New Normal

Online selling Platforms

Alternative for Physical Retailer’s Selling Platform as Usual or Common Complaints:

Lazada Shopee Instagram Retailer’s Zalora Amazon Facebook

Features: Features: Features: