QUEZON CITY UNIVERSITY

Batasan Road, Quezon City, Metro Manila, Philippines

E-mail: qcpu@quezoncity.gov.ph Telefax: 4678957

LAZADA: IMPROVING A BEST QUALITY OF SERVICES

IN CONSUMERS

Prepared by:

Santos, Dashiel Ken S.

Soldevilla, Katrina E.

Quezon City University Batasan Campus

Bachelor of Science in Entrepreneurship
 QUEZON CITY UNIVERSITY
Batasan Road, Quezon City, Metro Manila, Philippines
E-mail: qcpu@quezoncity.gov.ph Telefax: 4678957

Table of the contents:

 QUEZON CITY UNIVERSITY
Batasan Road, Quezon City, Metro Manila, Philippines
E-mail: qcpu@quezoncity.gov.ph Telefax: 4678957

I. Introduction

Lazada Group, founded in 2012, is Southeast Asia's leading eCommerce platform. Maximilian Bittner

founded it. The firm offers clients an easy shopping experience via mobile and computer access, as well as

numerous payment ways, including cash on delivery, as well as customer support and free returns. Lazada is a

prominent Southeast Asian eCommerce platform with a presence in six countries: Indonesia, Malaysia, the

Philippines, Singapore, Thailand, and Vietnam. Lazada is a part of the consumers' daily life around there, with the

largest coordination and established networks, and they want to service 300 million customers by 2030.

Online stores are quickly expanding these days. There were several online consumer stores where you

could get product information or buy items and services. Online stores have a significant impact on the interaction

between marketers and their customers. As the internet has evolved into a genuinely global phenomenon, the

number of internet users worldwide has swelled into the billions. Because of the growing and diversified internet

population, people with a wide range of interests and goals are increasingly turning to the online for information

and to purchase goods and services. The rising usage of the internet by today's generation in the Philippines

presents a new opportunity for online businesses.

II. Background of the study

 QUEZON CITY UNIVERSITY
Batasan Road, Quezon City, Metro Manila, Philippines
E-mail: qcpu@quezoncity.gov.ph Telefax: 4678957

This section provides background information about the study topic. It includes the whole concept of e-

commerce and online retailing as one of the key areas in e-commerce on a firm. It will also provide information

about an online store. This section also discusses how important customer happiness is. In an online purchasing

system, consumer happiness is the most important aspect in determining customer intention and acquisition.

Customer satisfaction in online purchasing refers to the degree to which the customer's opinion of the online

experience meets their expectations.

Alibaba Group boosted its investment in Lazada by $1 billion in June 2017, increasing its stake from 51

percent to 83 percent. In March 2018, Alibaba invested another $2 billion in Lazada, and founder Max Bittner was

replaced as CEO by Alibaba executive Lucy Peng. Peng was succeeded as CEO of Lazada by Pierre Poignant in

December 2018, with Peng serving as executive chairwoman. Chun Li will take over as CEO of Lazada in June 2020,

succeeding Pierre Poignant.

III.