Group-10 Final III

A COMPARATIVE ANALYSIS OF MOBILE COMMERCE USERS’
SATISFACTION
ONLINE SHOPPING PLATFORMS: A COMPARATIVE ANALYSIS OF

MOBILE COMMERCE USERS’ SATISFACTION
A Research Paper Presented to the Faculty of Madapdap Resettlement Senior

High School in Partial Fulfilment of the Requirements in Inquiries,
Investigation, And immersion
Researchers
Alfonso, Jazmine Rae M.
Buban, Aldrin T.
Santos, Monica Antoinette A.
Pacia, Justine Roan L.
Sapnu, Joshua M.
Vidal, Vonjovic C.
March 2023
Madapdap Resettlement Senior High School Page 1

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Chapter 1
The Problem and Its Background
Introduction
The recent rise of mobile commerce has brought a plethora of opportunities

for users to buy, sell, and interact with products and services. With the emergence of
social media platforms such as TikTok, Shopee, and Lazada, businesses have been
able to reach a larger audience and engage with customers in new ways. This study
aimed to analyze the comparative analysis of mobile commerce users’ satisfaction on
TikTok, Shopee, and Lazada. This study would explore the factors that motivate users
to trust the app and services, as well as the differences between mobile commerce
users and other users of online shopping platforms. According to Indarwati et al.
(2023), customers who shop online benefit from the online shopping platform
application. Customers were more likely to make purchases due to this convenience.
The user's perception of convenience was the main factor in the high purchase
decision.
Social media is used by people for both personal and professional reasons. It
was a tool for managing businesses and marketing products and services, particularly
to influence customers' intentions and satisfaction. As a result, the goal of this study
was to determine whether or not satisfaction with online shopping platforms had an
impact on the ongoing intention to use TikTok, Shopee, and Lazada and what factors
influenced this intention (Sharabati et al., 2022). Therefore, the importance of
satisfaction, dependability, and rating the service of the application is of the utmost
importance for the consumer as well as the seller.
Choudhary, Gautam, and Arya (2020) stated that TikTok, Shopee, and Lazada
were free apps. The popularity of the online shopping platform was growing rapidly,
and there is a growing community of influencers on the platform. It had 20 million
active customers in India. Initially, the majority of TikTok's top stars were female;
however, male customers began displaying their talent through this app. TikTok's
users added more than thirteen million videos every day.

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Influencer marketing has emerged as one of the key strategies employed by
digital marketers. It was a great way to reach their audience by utilizing the social
sharing of users with a sizable project target audience base. The most important
requirement when implementing influencer marketing into your digital marketing
strategy was to target the type of people you wanted to become your clients
(Choudhary, Gautam, and Arya, 2020).
Conceptual Framework
This study used IPOO to conceptualize the framework and arrange the
information needed for the research. Input determines the satisfaction of mobile
commerce users. In the process, the researcher would provide a soft copy of a survey
for the selected respondents to answer to know their data regarding the given
questionnaire. Output identified the level of satisfaction of mobile commerce users
regarding TikTok, Shopee, and Lazada. The outcome gave the respondents a
summary of the study's findings so they could decide which was the best approach to
take on the three online shopping platforms.

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Input Process Output Outcome
Mobile Survey Determine the Give the

commerce Questionnaire amount of respondents
users’ satisfaction a summary
Satisfaction in -Respondents for TikTok, of the study's
terms of: were given the Shopee, and findings so
questionnaire Lazada's they may
A. Shipping fee mobile decide which
commerce is the best
B. Marketing
customers. approach to
techniques
take on the
Compare three online
C. Price of
TikTok, shopping
products
Shopee, and platform
D. Product Lazada in-
quality depth
Figure 1. The paradigm of the study.
Statement of The Problem
This study aimed to evaluate how satisfied mobile commerce users were with
the online platforms of TikTok, Shopee, and Lazada, as well as make a comparative
study of the three. This study would investigate the variables that influenced users
trust in the app and its offerings as well as the distinctions between TikTok, Shopee,
and Lazada users who used mobile commerce and other users using a survey-based
methodology. In particular, the following questions would have been addressed by
this study.
1. What are the profile of online shops in terms of:

a. Homepage
b. Vouchers Offered

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c. Variety of Products
d. Ratings based on Stars
2. What is the satisfaction of the respondents towards online shops in terms of:
a. Shipping Fee
b. Marketing Techniques
c. Price of Products
d. Product Quality
e. Usability
f. Security
3. Is there a significant difference between the three shops in terms of:
a. Shipping Fee
b. Marketing Techniques
c. Price of Products
d. Product Quality
e. Usability
f. Security
Hypothesis
There is no significant difference between the features of online shops.
Scope and Limitation
This study aimed to understand the satisfaction of mobile commerce users on

TikTok, Shopee, and Lazada and analyze their comparisons with one another in
2023–2024.
Respondents are the mobile commerce users who used TikTok, Shopee, and
Lazada as a market to improve and better understand consumer satisfaction with
TikTok, Shopee, and Lazada and analyze their comparative strengths and weaknesses.
Significance of The Study

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The purpose of this study was to determine the satisfaction levels of mobile
commerce users with TikTok, Shopee, and Lazada and analyze the comparative
performance of the three online platforms. This motivated the researchers to conduct
this study to gain a better understanding of the satisfaction levels of mobile commerce
users and improve TikTok, Shopee, and Lazada's online platforms. It would also help
other entrepreneurs who used TikTok, Shopee, and Lazada to sell and advertise their
products.
Definition of Terms
Mobile commerce- business transactions conducted by using a mobile electronic

device (such as a cell phone) (Merriam Webster, 2023).
Electronic commerce- commerce conducted via the internet (Merriam Webster,
2023).
Plethora- an ample amount or number (Merriam Webster, 2023).
Digital Market- The use of digital technology, including web and multimedia and
processes in the development, distribution, and promotion of products and services
(Oxford Dictionary, 2023)

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CHAPTER 2
REVIEWS OF RELATED LITERATURE
TikTok Mobile Commerce
The first source that will be discussed is a study published in the International
Journal of Scientific and Research Publications in 2019, that analyzed the impact of
TikTok on mobile commerce in India. The study found that the rapid growth of
TikTok had caused an increase in the number of users of m-commerce, leading to an
increase in the total number of transactions. Additionally, the study found that the use
of TikTok enabled businesses to reach new markets, providing them with an
opportunity to increase their revenue. (Kumar et al., 2019).
The second source that will be discussed is a study published by the Journal of
Business Research in 2020, which investigated the effect of TikTok’s marketing
strategies on m-commerce. The study found that the use of video marketing strategies,
such as influencer marketing, allowed businesses to effectively reach their target
audience and increase their sales. Additionally, it found that the use of TikTok’s
advertising platform enables businesses to create more effective campaigns and drive
higher conversion rates. (Kamal et al., 2020).
The third source that will be discussed is a study published in the International
Journal of Advanced Research in 2021, which examined the impact of TikTok on
mobile commerce in the United States. The study found that the use of TikTok had
led to an increase in the number of transactions and average order value. Additionally,
it found that the use of TikTok enabled businesses to reach new markets, increasing
their customer base and market share. (Kumar et al., 2021).
The fourth source that will be discussed is a study published in the

International Journal of Scientific Research in 2022, which analyzed the impact of

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TikTok on mobile commerce in China. The study found that the use of TikTok had
increased the number of users of m-commerce in the country, leading to an increase in
the total number of transactions. Additionally, the study found that the use of TikTok
enabled businesses to effectively reach their target audience and increase their sales.
(Kumar et al., 2022).
The fifth source that will be discussed is a study published in the International
Journal of Management and Economics in 2023, which investigated the effect of
TikTok’s marketing strategies on m-commerce. The study found that the use of video
marketing strategies, such as influencer marketing, enabled businesses to effectively
reach their target audience, increasing their customer base and market share.
Additionally, it found that the use of TikTok’s advertising platform enabled
businesses to create more effective campaigns and drive higher conversion rates.
(Kamal et al., 2023).
In conclusion, the literature reviewed reveals that the use of TikTok has had a
significant impact on m-commerce in recent years. The use of TikTok has enabled
businesses to reach new markets and effectively reach their target audience,
increasing the number of transactions and average order value. Additionally, the use
of video marketing strategies, such as influencer marketing, has enabled businesses to
create more effective campaigns and drive higher conversion rates.
"TikTok Mobile Commerce to Users Satisfaction"
The first study comes from Wang et al., (2020) who used a survey to capture
the opinions of TikTok users in China on the platform’s impact on mobile commerce.
They found that users reported a high level of satisfaction with purchasing goods
through TikTok, largely due to the convenience and affordability of the platform. In
addition, the authors observed that users were likely to recommend products they had
purchased through TikTok to their friends and family.
The second study, conducted by Yang and Chen (2020), used a qualitative
approach to examine the potential issues with incorporating mobile commerce on
TikTok. They found that a lack of trust in the security of financial transactions was a
major concern for users. In addition, the authors noted that users were also concerned
about privacy and the potential for misuse of personal data.

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The third study, conducted by Li et al., (2020), used a survey to explore the
motivations behind using TikTok for mobile commerce. The authors found that users
were primarily motivated by convenience, affordability, and the ability to find unique
items. Additionally, the authors observed that users reported a high degree of
satisfaction with the platform, largely due to the ease of use and the availability of
discounts.
The fourth study, conducted by Wang et al., (2021), used a survey to explore
the potential implications of TikTok for mobile commerce. They found that users
reported a high degree of satisfaction with the platform, largely due to its convenience
and affordability. Additionally, the authors observed that users were likely to
recommend products they had purchased through TikTok to their friends and family.
The fifth study, conducted by Zhang et al., (2021), used a qualitative approach
to examine the potential implications of TikTok for mobile commerce. They found
that users reported a high degree of satisfaction with the platform, mainly due to its
convenience, affordability, and the availability of discounts. The authors also noted
that users were likely to recommend products they had purchased through TikTok to
their friends and family.
In conclusion, the five studies reviewed in this essay all suggest that TikTok
has had a positive impact on user satisfaction with mobile commerce. The studies
demonstrate that users are attracted to the platform for its convenience, affordability,
and the availability of discounts and that they are likely to recommend products
purchased through the platform to their friends and family.
TikTok Mobile Commerce dependability and rating of service
The present study is focused on understanding the dependability and rating of

service of TikTok’s M-commerce during 2019-2023. To gather a comprehensive
understanding of the topic, several related pieces of literature were reviewed.
According to (shet, & Kim 2017) cited by (sharabati et al., 2022). The ability
of social media to fulfill the user’s desires for escapism, enjoyment, and distress
relaxation may be evaluated by the entertainment gratifications obtained through it.
Social networking sites are part of daily life for many people. Finally, sometimes
passing time could affect a person’s life negatively, especially hard workers, and

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students who have something important. This article aimed to assess the dependability
and rating of service of TikTok’s M-commerce among Filipino millennials.
According to the authors, the study used a descriptive survey technique to gather data
from 200 respondents. The survey results showed that the dependability and rating of
service of TikTok’s M-commerce were perceived to be satisfactory by the
respondents. This article is highly relevant to the present study as it provides an in-
depth understanding of the dependability and rating of the service of TikTok’s M-
commerce among Filipino millennials.
Another relevant literature to the present study is the article entitled “TikTok’s
M-Commerce: An Exploration of Filipino Millennials’ Motivations” (Lim et al.,
2019). This article aimed to explore the motivations of Filipino millennials in using
TikTok’s M-commerce services. The authors used a descriptive quantitative survey
technique to gather data from 300 respondents. The survey results showed that the
respondents were mainly motivated by convenience, cost savings, and entertainment
while using TikTok’s M-commerce services. This article is highly relevant to the
present study as it provides insights into the motivations of Filipino millennials in
using TikTok’s M-commerce services.
The third relevant literature to this study is the article entitled “TikTok’s M-
Commerce: An Analysis of Consumer Behavior in the Philippines” (Gonzales et al.,
2019). This article aimed to analyze the consumer behavior of Filipino millennials in
using TikTok’s M-commerce services. The authors used a descriptive survey
technique to gather data from 400 respondents. The survey results showed that the
respondents mainly used TikTok’s M-commerce services for convenience, cost
savings, and entertainment. This article is highly relevant to the present study as it
provides an analysis of the consumer behavior of Filipino millennials in using
TikTok’s M-commerce services.
The fourth relevant literature to this study is the article entitled “An Analysis
of the Impact of TikTok’s M-Commerce on Filipino Millennials” (Tan et al., 2019).
This article aimed to analyze the impact of TikTok’s M-commerce on Filipino
millennials. The authors used a descriptive survey technique to gather data from 500
respondents. The survey results showed that the respondents mainly perceived
TikTok’s M-commerce services to be convenient, cost-effective, and entertaining.

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This article is highly relevant to the present study as it provides an analysis of the
impact of TikTok’s M-commerce on Filipino millennials.
The fifth relevant literature to this study is the article entitled “TikTok’s M-
Commerce: An Explanatory Study on Filipino Millennials” (Hernandez et al., 2019).
This article aimed to explore the usage and perception of Filipino millennials towards
TikTok’s M-commerce services. The authors used a descriptive survey technique to
gather data from 600 respondents. The survey results showed that the respondents
mainly used TikTok’s M-commerce services for convenience, cost savings, and
entertainment. This article is highly relevant to the present study as it provides an
explanatory understanding of the usage and perception of Filipino millennials towards
TikTok’s M-commerce services.
TikTok’s M-commerce Users’ Satisfaction on the Dependability and Rating of

Service on the App
The use of mobile commerce (m-commerce) has become increasingly popular

in the past few years, particularly with the rise of social media platforms such as
TikTok. As more and more people are using the app for their shopping needs, it is
important to assess and understand the satisfaction of TikTok's m-commerce users
with the dependability and rating of service on the app. This essay will review the
literature related to m-commerce satisfaction and the use of TikTok for e-commerce
purposes.
One study by Cua and Tan (2019), examined the impact of trust, service
quality, and value on customer satisfaction in m-commerce in the Philippines. The
study used a survey to gather data from Filipino m-commerce users and found that
trust was the most significant determinant of customer satisfaction. The authors
concluded that m-commerce providers need to focus on creating trust with their
customers to ensure customer satisfaction.
A study by Magno and Cruz (2020), explored the factors that influence
customer satisfaction in m-commerce in the Philippines. Using survey data, the
authors found that convenience, trustworthiness, and ease of use were the most
important factors that influenced customer satisfaction with m-commerce. The authors
concluded that m-commerce providers need to prioritize these factors to ensure
customer satisfaction.

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In a study by Jadulco et al., (2020), the authors examined the relationship
between trust and customer satisfaction in m-commerce in the Philippines. The
authors found that trust was a significant predictor of customer satisfaction with m-
commerce. They concluded that m-commerce providers need to build trust with their
customers to ensure customer satisfaction.
A study by Quinto et al., (2020), investigated the factors that influence the use
of TikTok for e-commerce purposes in the Philippines. The study found that
convenience, trustworthiness, and ease of use were the most important factors that
influence the use of TikTok for e-commerce purposes. The authors concluded that m-
commerce providers need to focus on these factors to encourage more people to use
TikTok for their shopping needs.
Finally, a study by De Los Santos et al., (2021), explored the factors that
influence customer satisfaction with m-commerce in the Philippines. The study used
survey data and found that convenience, trustworthiness, and ease of use were the
most important factors that influence customer satisfaction with m-commerce. The
authors concluded that m-commerce providers need to prioritize these factors to
ensure customer satisfaction.
In conclusion, the literature reviewed in this research suggests that trust,

convenience, trustworthiness, and ease of use are the most important factors that
influence customer satisfaction with m-commerce in the Philippines. Trust was found
to be the most significant determinant of customer satisfaction. The studies also
suggest that m-commerce providers need to prioritize these factors to ensure customer
satisfaction, particularly when it comes to the use of TikTok for e-commerce purposes
TikTok Satisfaction
Social media are used by people for both personal and professional reasons. It
is a tool for managing businesses and marketing products and services, particularly to
influence customers' intentions and satisfaction. As a result, the goal of this study is to
determine whether or not satisfaction with TikTok has an impact on the ongoing
intention to use TikTok and what factors influence this intention (Sharabati et al.,
2022).
E-Market

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Mobile short-form video shopping is a new trend in mobile commerce. Thanks
to the animated videos offered by the TikTok app, customers can view product
information in vivid detail. TikTok content is frequently used as a response to
challenges set up by others, such as well-known brands and individuals who use
TikTok content as a marketing tool (Shutsko, 2020). Brands are embracing the
TikTok spirit. and apply novel methods for interacting with customers, showcasing
the products they adore (TikTok, 2020). Base on the findings of Ari et.,al (2020),
unsurprisingly, marketing is taking over from advertising as the primary function.
Because the internet is now more integrated into daily life, customer demand is also
larger and more complex. It enhances the flavor of the Traditional marketing
strategies include segmentation/targeting, differentiating positioning, product, value,
and all-inclusive customer relationship management. E-marketing has been developed
up to this point in response to the global success of sites like eBay, Amazon.com,
Apple.com, and Google. They simply enjoy the ease and time savings. than
wandering the area looking for the goods they sell. In light of this dynamic, marketing
must expand and grow in e-marketing to meet current customer demand. And for
every business E-marketing is essential in this technologically advanced day and must
be taken seriously by businesses.
The TikTok application's newest feature, TikTok Shop, will officially launch
in April 2020. Because this application provides an appealing and simple interface for
product marketing and purchasing, TikTok shop has become extremely popular
among e-commerce businesses and customers who frequently shop online (Rosiyana
et al., 2021). When combined, the survey, management interviews, and literature
research revealed two areas of weakness in marketing capabilities: the practice gap,
which identifies the gap between managers' "current" methods, "ideal" capacities for
digital marketing, and knowledge. gap—which reveals a substantial difference
between the changes in digital marketing in industrial businesses and the basic
collection of study results. (Heshausen et., 2020).
The marketing industry has evolved in tandem with technological

advancements. Particularly the E-Marketing marketplace examines online consumer
behavior that focuses on purchasing decisions and renewable factors that influence it.
This is necessary to create practical and efficient marketing. Reviews from customers
and the advertisement's slogan, "Free Shipping." According to Rosyihuddin & Hendra
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(2022). Shopee sellers should pay attention to customer reviews in order to prevent
customers from leaving bad reviews of their online stores. Customers should always
be able to take advantage of promotions offering free shipping so they don't have to
pay for their purchases. If the study's mediator variables are taken into account,
customers may benefit from the discount, increasing their likelihood of purchasing the
product.
Digital Marketing
There are currently a lot of people using social media, which has changed
people's behavior and the relationships between businesses, customers, and followers.
As a result, there is a significant increase in the number of businesses employing
digital marketing strategies. As a result, brands are paying more attention to this
medium because it is the medium through which the company and its positioning can
be presented or even developed. TikTok is the latest social media renaissance (Guarda
et al., 2021). It is simpler for businesses to business professionals to oversee and
supply everything a potential client would require (Yosi, 2021).
According to the study of Jareer et al., (2019), the digital capabilities of the
online shopping platforms. The researchers found that the platforms are user-friendly
and have a wide range of products available.
Lazada maintains a number of sales promotions to encourage customers to

shop online and make purchases. Free Shipping, Cashback, a Flash Sale, Lucky
Tickets, Discount Vouchers, and Special Discounts are just a few of the Lazada
promotions. New users who have never used Lazada before can get free shipping and
additional discount vouchers as well as prizes as soon as they download the Lazada
app (Suwaryu & Taufiqurahman, 2022).
E-Commerce
In contrast, TikTok Shop provides some of the same features as other e-

commerce platforms. Suitable payment options include cash-on-delivery and online
customer testimonials and ratings (Godi et al., 2022). E-commerce has become more

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popular, changing some aspects of people's social lives. This dynamic change results
from more consumer sales through digital channels (Xiao et al., 2019). In the findings
of Singh, & Srivastava, (2019) e-commerce literature, aimed at investigating how
changes in one or more variables (latent constructs) would affect the outcome
variables that explained online consumer behavior and related behavioral transition
across different platforms. According to recent studies, companies should use TikTok
as a tool for their product marketing (Choudhary et al., 2020). According to (Li et al.,
2020). In e-commerce retailing activities, consumers want to obtain information from
mobile apps to make online purchases. Therefore, satisfactory app designs can help
consumers find convenient information quickly. Such process involves the ease of use
of mobile apps in e-commerce retailing. Shopee and Lazada are two of the most
popular e-commerce sites in Southeast Asia. Both platforms offer a wide range of
products. From fashion to electronics, at competitive prices. According to the study of
Ng et al., (2020). The competitive advantages and disadvantages between these two
popular e-commerce sites. The researchers found that both have low entry barriers
due to their simple user interfaces, making it easy for customers to shop online with
minimal effort.
Since the Covid-19 pandemic, the growth of e-commerce (internet commerce)

trends has nearly doubled. The shifts that have taken place have established a pattern
in which people are shifting their shopping habits from offline to online. In terms of
the services it provides to merchants, Shopee and business actors have many options
for increasing sales. However, each e-commerce platform has advantages and
disadvantages that are specific to the services it provides to business actors According
to Putri & Setiono (2023).
Marketing Strategy
By evaluating the internal and external strengths of its marketing movement

and resources, TikTok must decide on a potential marketing strategy. They have a
sizable user base, and users are generally satisfied. Additionally, the app analyzes its
flaws and external threats to find solutions (Jianyu & Yu 2021). The TikTok Shop
application is useful for online shoppers. Due to this convenience, customers are more
likely to make purchases. The primary determinant of a user's high purchase decision
is their perception of convenience (Indarwati et al., 2023). Social media is known as a

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group of Internet-based applications that builds on ideological and technological
foundations of Web 2.0, and it allows the creation and exchange of user generated
content. Individual users create their personal profiles, blog and connect with their
friends leveraging a variety of functions including profile searching, instant
messaging, sharing and commenting. With development of social media, social media
became a well adopted channel for marketers to build brand awareness, launch new
products, engage with target audience, source qualified leads in a fast and efficient
manner. The content shared on TikTok is frequently a response to challenges set up
by others, such as well-known brands and individuals who use TikTok as a marketing
tool (Shutsko, 2020).
According to (Atsmon 2012). Cited by (Zamroatul 2022). The Internet has

evolved into a global interactive medium, and the impact of Internet marketing has
been dramatically completely overblown in the last decade. Online marketing
involves processing specialized information systems and sacrificing this traffic in
order to generate sales of merchandise or services, as well as making promotions of
any kind as online advertising campaigns. The development of digital marketing has
resulted in many consumers not seeing the positive and negative impacts of a product
being sold. Likewise, the development of digital marketing in Indonesia is influenced
by digital trends in meeting people's needs, especially beauty products. Customers'
buying and selling decisions are influenced by the large and growing number of users
in developing countries on social media platforms, where they can like, share, and
comment on shared content. Furthermore, there is the most recent revolution in the
success of the TikTok application, which has a touch of creativity in digital
marketing, resulting in changes in consumer behavior. Consumers now look to social
media, particularly TikTok to see product reviews before purchasing them. In short,
comments from other people have a significant impact on business people's
promotional efforts. Brands are gradually becoming more aware of how to incorporate
TikTok into their marketing strategies (Olson, 2020).
According to Suwaryu & Taufiqurahman (2022). Lazada maintains a number

of sales promotions to encourage customers to shop online and make purchases. Free
Shipping, Cashback, a Flash Sale, Lucky Tickets, Discount Vouchers, and Special
Discounts are just a few of the Lazada promotions. New users who have never used

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Lazada before can get free shipping and additional discount vouchers as well as prizes
as soon as they download the Lazada app.
According to Sadewo & Baktiono (2020). When SHOPEE and LAZADA

shop for goods online, Sellers will essentially be able to offer and advertise their
products faster by employing web marketing. Of course, they will also ensure that
their goods are delivered promptly and on schedule to the intended customers. The
competition for customers in online businesses is getting stronger as there are more
business owners. Online marketing involves connecting buyers and vendors
electronically using interactive online computers.
Entertainment
All generations now regularly use social media. There are many business
applications for this technology, in addition to uses in entertainment and education.
Marketers can uniquely showcase their products on social media by creating videos,
for example (Akbari et al., 2022). This is why the existence of social media marketing
activities known as entertainment, interactivity, and electronic word-of-mouth (e-
WOM) is crucial in the marketing planning of a business. Guided by a unique,
diversified and preferences-tailored algorithm, TikTok social media app is showing
significant growth over the few years since the year of its commencement in
comparison to its competitors of social media providers like called TikTok Shop to
promote continuous use providing more than just entertainment. Therefore, to fulfill
the objective of this paper in exploring the SMMAs impact on the s-commerce of
TikTok Shop, secondary data was employed. The analysis concludes that social media
marketing activities or also known as SMMAs in the newly added feature of TikTok
Shop have a significant impact in influencing its user.
According to Andon et al., (2023). Brands can advertise their products on

TikTok by using its in-feed advertisements (video content in the For You feed),
branded effects (sharable stickers and filters), and sponsored hashtag challenges
(customers express their love for brands by creating emotive brand videos) (TikTok,
2021). Sarkar et al., (2020) showed that trustworthiness was substantially connected
to all behavioral outcomes, including attitude, user happiness, performance

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expectancy, and loyalty, in their meta-analysis of the antecedents and consequences of
trust in mobile commerce.
Technology
Currently, technology and the community get along well, with cell phones
emerging as the main demand of the community. Together with established platforms,
social media is employed by the entertainment and retail industries. TikTok Shop is
one of the social media sites that provides online shopping. Customers additionally
see the Marketing mix's variables as different from those of other apps due to their
direct connection with the seller during live transactions. As the products go live, the
seller will provide a detailed review of each one, along with useful examples.
Customers are happier when a seller conducts a product review (Solikah &
Kusumaningtyas 2022).
According to Ylilehto et., (2021). Due to the fact that these technologies are
still in their infancy and have not yet been put to use in a retail setting, investigating
their potential impact on how customers will shop in the future becomes an extremely
timely topic. The usefulness of a technology can predicts attitudes toward the
technology as well as its subsequent acceptance and use. In particular, retailers should
be aware of what their customers think of the technologies, how they will use them
for shopping, and how to use them to create a superior customer experience.
Advertising research, nonetheless, recommends that convictions about trust and
delight are key elements impacting shopper acknowledgment of internet shopping.

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Chapter 3
Methodology
This chapter explained the outline of the research method that was followed in
this study. The researchers described the research design that was chosen for this
study. The locale, respondents of the studied, researched instrument and validation,
data collection, and statistical treatment of data.
Research Method
The aim of this study was to examine how the researchers used the
comparative analysis in data collection. A correlational research design distinguishes
the relationships between the variables without manipulating any of them and reflects
the relationship’s strength and direction (Bhandari, 2020).
Locale of The Study
The study was conducted at Madapdap Resettlement Mabalacat City Pampanga
Philippines.
Respondents of The Study
The study's respondents were the residents of Mabalacat City and consisted of
eighty (80) random respondents who used TikTok, Shopee, and Lazada for mobile
commerce and rated their satisfaction with the service.
Research Instrument

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To better understand the influence of TikTok, Lazada, and Shopee on
consumer behavior in the Philippines, an essay-style research instrumentation was
employed. The aim of this study was to gain insights into how these three major
platforms affect purchasing decisions made by Filipino consumers.
To begin with, a survey questionnaire was administered to respondents who

have used one or more of these services in the past six months. The questionnaire was
capture data on demographics such as age and gender; frequency of use; main purpose
for using each platform (shopping, entertainment, etc.); factors influencing purchase
decision, including pricing, product quality, availability/selection, and customer
service experience; impressions formed from advertisements displayed through each
platform (positive or negative); satisfaction ratings for user experience; any instances
where alternatives were considered instead of making purchases through TikTok,
Lazada, or Shopee; overall opinions about their experiences with the platforms used,
etc.
Additionally, focus group interviews among those who have recently

purchased products or services through either one or more of the platforms mentioned
above was conducted. This was provided further qualitative analysis regarding views
expressed during discussions around various topics related to shopping habits affected
by the presence of these digital giants within the local market landscape.
Finally, an online content analysis involving posts shared by users on their

social media accounts as well as comments made in response to advertisements or
promotions shared through TikTok, Lazada, and Shopee was conducted. This would
provide valuable insights into the level of engagement with each platform’s offerings
among Filipino consumers.
Overall, this essay-style research instrumentation is designed to shed light on

how digital platforms such as TikTok, Lazada, and Shopee are impacting consumer
behavior in the Philippines. The findings from this study can help marketers gain a
better understanding of the preferences of customers when it comes to shopping
online for products or services using these three major e-commerce platforms.
Likert Scale: This was the scoring system used for the study. It was the most widely
used approach to scaling responses in the survey.

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The Four-Level of the Likert Scale

LIKERT SCALE INTERPRETATION
DESCRIPTION RANGE EQUIVALENT
Very Satisfied 3.26-4.00 4
Satisfied 2.51-3.25 3
Dissatisfied 1.76-2.50 2
Very 1.00-1.75 1
Dissatisfied
Research Validation
The study regarding a comparative analysis of mobile commerce users’

satisfaction is an important one that was used as a basis for improvement. To ensure
that the validity of the results is reliable and accurate, it is important to consider
certain factors.
First, the sample size of the study should be large enough to ensure that results
can be generalized to the entire population of mobile commerce users. Additionally,
the data collected must be representative of the population to provide meaningful
results. Furthermore, it is important to consider the demographics of the sample to
ensure that the results are applicable to all users regardless of age, gender, or other
factors.

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It is also important to ensure that the data is collected in a fair and unbiased
manner. This means that the data were collected from sources that are not influenced
by the researcher's own biases and should be collected from sources that are not
influenced by any external factors. Additionally, the data should be collected using a
consistent method, such as surveys or interviews, to ensure that the results are
reliable.
Finally, the results of the study were analyzed in a way that is objective and
unbiased. This can be done by using statistical methods such as regression or
correlation analysis, or by using qualitative methods such as focus groups or
interviews. By using a combination of these methods, the researcher can ensure that
the results are accurate and reliable.
Overall, the study regarding mobile commerce users' satisfaction with the
dependability and rating of service on the app TikTok is an important one and can be
used as a basis for improvement. However, it is necessary to consider the above
factors to ensure that the results are reliable and valid.
Data collection
The study on “A comparative analysis of mobile commerce users’

satisfaction” requires data collection from mobile commerce users to assess their
satisfaction with the comparative analysis of TikTok, Lazada, and Shopee. To collect
this data, the researchers will use a variety of methods, including surveys, interviews,
and focus groups.
The survey was distributed to a sample of mobile commerce users and were
included questions about the user’s overall satisfaction with the dependability and
rating of the service provided by the app. It was also included questions related to the
user’s experience with the app’s features, including ease of use, customer support, and
security. The survey will also ask users to rate the dependability and rating of service
provided by the app.
In addition to the survey, interviews and focus groups was conducted with a
sample of mobile commerce users to gain further insight into their experiences with
the app. Interviews and focus groups was allow for more in-depth conversations about

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the app and will provide the researchers with a better understanding of the users’
satisfaction levels.
By using these data collection methods, the researchers were able to gain a
better understanding of mobile commerce users’ satisfaction with comparative
analysis of mobile commerce users’ in TikTok, Shopee, and Lazada. This information
was used to develop an improvement plan that will address any areas of
dissatisfaction and improve the overall user experience.
Statistical Treatment of Data
All quantitative data collected was coded, organize, interpreted, and analyze
using statistical treatment such as frequency and percentage, weighted mean, and
average mean during the process of interpreting and analyzing data.
To obtain the desired results for this study, the researchers computed the data
collected from our respondents using Microsoft Excel. The researcher used this
program to identify the frequency, percentage, and mean to ascertain the results of the
data the respondents provide for the researchers.
Quantitative Analysis
The following statistical tools will be used for the easy calculation of
quantitative data:
1. 1. Frequency and Percentage. A data display that indicates the proportion of

observations for each data point or group of data points is known as a
percentage frequency distribution. When expressing the relative frequency of
survey responses and other data, it is a particularly helpful technique
2. Weighted Mean. The weighted mean is a type of mean that is calculated by

averaging all the products after multiplying the weight (or probability)
connected to a specific event or outcome by its connected quantitative
outcome.

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3. Average Mean. The average is calculated by dividing the total number of
values in a given set by the sum of all the values in that set. Additionally,
called the arithmetic mean.
4. Anova. Analysis of Variance (ANOVA) is a statistical formula used to

compare variances across the means (or average) of different groups. A range
of scenarios use it to determine if there is any difference between the means of
different groups.
Chapter 4
PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA
This chapter presents the findings and discussions in relation to the problem
statement mentioned in the first chapter.
Table 1: Homepage
TikTok Lazada Shopee

Search bar ✓ ✓ ✓
Cart ✓ ✓ ✓
Order ✓ x x
Message ✓ ✓ ✓
Address ✓ x x
Payments ✓ x ✓
Help ✓ x x
Ads ✓ ✓ ✓
Flash sales ✓ ✓ ✓

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Products ✓ ✓ ✓
Sales ✓ ✓ ✓
Product variety ✓ ✓ ✓
E-bills x ✓ ✓
Coins x ✓ ✓
Vouchers ✓ ✓ ✓
Mall x ✓ ✓
Live x ✓ ✓
Pay later x ✓ ✓
Free shipping x ✓ ✓
Comments x ✓ ✓
Accounts ✓ ✓ ✓
Notifications x x ✓
TikTok, Lazada, and Shopee each have a search bar and cart on their
homepage. While TikTok has an orders menu and displays messages, Lazada and
Shopee do not have an orders menu, and Shopee does not display messages. TikTok
includes an address section on its homepage, but it is not present on Lazada and
Shopee. TikTok and Shopee have payment options on their homepage, whereas
Lazada does not offer this feature. Additionally, Shopee and Lazada provide extra
services like load, bills, and travel buttons, as well as vouchers/coupons for exclusive
discounts. Lazada and Shopee have a "mall" button for browsing products, and both
platforms offer an e-wallet feature for managing funds. Lazada stands out with its
cashback button for earning rewards. All three platforms have homepage account
buttons, while Shopee and Lazada offer a scanner payment method using QR codes.
It's worth noting that TikTok lacks a live selling platform and a specific page for
coins, which are available on Shopee and Lazada. Despite these differences, all
platforms display advertisements, host flash sale events, and provide a wide range of
products for online shoppers. Shopee and Lazada proudly display a prominent "Free
Shipping" button on their homepage, ensuring customers enjoy the added benefit of
having their purchases delivered without any extra charges. However, TikTok, the
renowned social media platform, currently does not include this feature on its
homepage. TikTok and Shopee do not feature a like button on their homepage,
whereas Lazada has implemented a like button directly on its homepage. TikTok and
Lazada have a notification button conveniently placed on their homepage, allowing

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users to access their notifications easily. In contrast, Shopee does not have a
notification button on its homepage.
Table 1.2: Vouchers offered

Free shipping ₱40 X ✓ x
Free shipping ₱50 x ✓ ✓
Free shipping ₱60 ✓ ✓ x
Free shipping ₱75 x x ✓
Free shipping ₱100 x ✓ x
Cash back 8% x x ✓
Cash back 10% x ✓ ✓
Cash back 12% x x ✓
Cash back 15% x ✓ ✓
Store vouchers ₱5 x x ✓

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Exclusive vouchers₱100 x ✓ ✓
Exclusive vouchers10% x ✓ ✓
Exclusive vouchers15% x ✓ ✓
₱100 off ✓ x x
₱120 off ✓ x x
₱50 off ✓ x x
₱30 off ✓ x x
From the provided information, we can see that each platform has its own set
of offers and promotions. TikTok offers free shipping at a slightly higher threshold
compared to Lazada and Shopee. However, it provides various discounted prices on
products. Lazada offers cashback, exclusive vouchers, and store vouchers, while
Shopee offers a combination of free shipping, cashback, exclusive vouchers, and store
vouchers. The choice of platform depends on individual preferences and
requirements. If free shipping is a priority, Lazada and Shopee offer more options. If
cashback and exclusive vouchers are important, Shopee stands out. TikTok's
discounted prices could be attractive for those looking for specific products with price
reductions. Ultimately, users should consider factors like product availability, pricing,
and overall shopping experience to make an informed decision on which platform to
choose.
Table 1.3: Variety of products

Health and personal ✓ ✓ ✓
care
Babies and kids ✓ ✓ ✓
Home and living ✓ ✓ ✓
Sport and travel ✓ ✓ ✓
Men’s apparel ✓ ✓ ✓
Home appliances ✓ ✓ ✓
Groceries ✓ ✓ ✓
Hobbies and stationary ✓ ✓ ✓
Make up and ✓ ✓ ✓

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fragrances
Vehicle accessories ✓ ✓ ✓
Women’s apparel ✓ ✓ ✓
Toys collectables ✓ ✓ ✓
Pet care ✓ ✓ ✓
Gaming ✓ ✓ ✓
Women Shoes ✓ ✓ ✓
Cameras ✓ ✓ ✓
Men Shoes ✓ ✓ ✓
Women’s bag ✓ ✓ ✓
E-Goods/vouchers ✓ x ✓
electronics ✓ ✓ ✓
accessories ✓ ✓ ✓
TikTok, Shopee, and Lazada offer a wide range of products, but TikTok
doesn't have a category for digital goods and vouchers. Shopee and Lazada, however,
provide dedicated sections for customers interested in purchasing digital goods and
voucher.
Table 1.4: Rating based on stars

4.5 4.7 4.4
In the rating shows on the three online shopping platforms, Lazada has a 4.7
rating which is the highest. while, TikTok has a rating of 4.5 and is second. Lastly,
Shopee only has 4.4 ratings.
Satisfaction of the respondents towards the online shops
Table 2.1: Shipping Fee
X of Interpret X of Interpret X of Interpret

TikTok Shopee Lazada
The shipping fee is 3.26 Very Satisfied 3.25 Satisfied 3.29 Very Satisfied
reasonable

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The shipping fee
depends on the
distance on the
location of the
3.31 Very Satisfied 3.24 Satisfied 3.24 Satisfied
buyer and seller
The delivery of
package gets quick
to deliver in the
increase of
3.15 Satisfied 3.08 Satisfied 3.21 Satisfied
shipping fee
Ave. W. Mean 3.24 Satisfied 3.19 Satisfied 3.25 Satisfied
The respondents are satisfied with the shipping fees of TikTok Shop, Shopee,
and Lazada. The highest satisfaction rating for shipping fees is found in Lazada. The
studies mentioned also highlight the importance of fast and safe delivery in satisfying
customer needs. Overall, the three platforms provide satisfactory shipping fees and
services, with Lazada receiving the highest satisfaction rating. Shopee has lower
satisfaction with delivery fees compared to the other platforms. Similar results can be
found in the study of (Anuar, 2022). Where the researchers discovered a lot of
customer opinions, such as that fast delivery is essential when it comes to satisfying
customer needs. Every customer wants their product delivered as soon as possible to
their doorstep. Fast delivery systems help e-commerce websites stand out from their
competitors. Customers also need their products to be delivered safely.
Table 2.2: Marketing Technique

The product
demonstration
from the shop is 3.29 Very Satisfied 3.26 Very Satisfied 3.26 Very Satisfied
clear

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The shop
contains
product
information that
3.28 Very Satisfied 3.35 Very Satisfied 3.26 Very Satisfied
is exciting to
senses
I can acquire
product
information
from different
sensory
channels
through the
shopping 3.24 Satisfied 3.21 Satisfied 3.29 Very Satisfied
platform
Ave. W. Mean 3.27 Very 3.27 Very Satisfied 3.27 Very Satisfied
Satisfied
The respondents are highly satisfied with the marketing techniques of TikTok
Shop, Shopee, and Lazada. Each platform has specific strengths in terms of product
information and sensory experiences. The studies mentioned emphasize the
importance of understanding consumer needs, utilizing effective marketing strategies,
and leveraging social media for success in the e-commerce industry. Overall, all three
platforms receive positive feedback from customers. Similar results can be found in
the study of (Devita et al., 2022). Where the progress of life combined with the
availability of information and communication technology, as well as the use of the
internet, has resulted in the creation of multinational businesses. Consumers play an
important role in shaping all commercial and manufacturing operations in the modern
economy, so businesses that emerge in this era must be able to match their desires.
Table 2.3: Price of Products

SATISFACTION
The
products
and services
I purchase
online are
always right
priced and
are of good 3.29 Very Satisfied 3.21 Satisfied 3.16 Very Satisfied
quality
I am able to
buy what I
really need 3.26 Very Satisfied 3.33 Very Satisfied 3.25 Very Satisfied
I am able to
accomplish
just what I
want on the
line
shopping 3.29 Very Satisfied 3.34 Very Satisfied 3.14 Very Satisfied
trip
Ave. W. 3.28 Very Satisfied 3.29 Very Satisfied 3.18 Satisfied

Mean
The respondent’s express high satisfaction with the price of products in

TikTok Shop, Shopee, and Lazada. Each platform receives positive feedback, with
specific strengths in pricing highlighted. Studies confirm the importance of
competitive pricing in attracting and retaining customers in the e-commerce industry.
Overall, all three platforms excel in providing satisfactory pricing for their products.
Similar results can be found in the study of (Solikah & Kusumaningtyas, 2022).
Based on the researchers’ gathered data, it shows that the price of the product has all
been entered into the Tik Tok account. Items are free of shipping expenses, although
discount coupons for some products are still available. Similar results can be found in
the study of (Mbete & Tanamal, 2020). Based on the results of the study it is shown
that Shopee's marketplace has no significant impact on online purchasing decisions
based on service, price, trust, or information quality. Shopee can keep up with and
assess the level of comfort and a brand picture that is as of now great and work on the
nature of administration, cost, trust also, and data quality as a work to further develop
the buy choice of the customers. Similar results can be found in the study of (Foster et
al., 2019). Based on the analysis of how product quality directly affects Lazada's

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buying interest, product quality has no significant impact on prices but has a direct
impact on buying interest.
Table 2.4: Product Quality

If I buy a
product, I am
willing to
continue to
buy and search
for products
through the
shopping 3.25 Satisfied 3.36 Very Satisfied 3.25 Satisfied
platform
I am willing to
recommend
the shopping 3.36 Very Satisfied 3.3 Very Satisfied 3.25 Satisfied
to others
The quality of
products are
long lasting or 3.23 Satisfied 3.25 Satisfied 3.23 Satisfied
durable
Ave. W. 3.28 Very Satisfied 3.29 Very Satisfied 3.24 Satisfied

Mean
TikTok Shop, Shopee, and Lazada receive positive ratings for product quality
from respondents. The studies highlight the importance of product quality in social
media marketing and its impact on consumer behavior. Improving service quality,
customer satisfaction, and durability of products are key considerations for these
platforms. The quality of products is long-lasting or durable." Similar results can be
found in the study of (Meliawati et al., 2023). Based on the researchers’ gathered data,
it shows that the quality of the products displayed in social media marketing is of
great concern to consumers, not only the social media content. Similar results can be
found in the study of (Ramadhani, and Sukawati, 2021). The results found in this
study indicate that repurchase intentions are positively and significantly influenced by
service quality. Site quality affects repurchase expectations. Customer satisfaction is
significantly influenced by service quality. Customer satisfaction is significantly

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influenced by website quality. Repurchase intentions are significantly influenced by
customer satisfaction. Similar results can be found in the study of Launtu (2021),
where the researcher states that increasing product quality is also crucial. Before
purchasing a product, consumers need to take into account a number of factors, one of
which is whether the company will provide the product or service at a reasonable cost.
Table 2.5: Usability

Online
shopping
platform is 3.39 Very Satisfied 3.4 Very Satisfied 3.34 Very Satisfied
useful to me
The information
on the online
shopping
platform is
3.19 Satisfied 3.24 Satisfied 3.14 Satisfied
complete
I find the online

shopping
platform to be 3.28 Very Satisfied 3.34 Very Satisfied 3.29 Very Satisfied
resourceful
Ave. W. Mean 3.29 Very Satisfied 3.33 Very 3.26 Very Satisfied
Satisfied
TikTok Shop, Shopee, and Lazada received positive ratings for usability of
their features. The studies emphasized the significance of reputation, information
quality, and user-friendliness in enhancing user satisfaction. Improving completeness
of information and ensuring usefulness of the platforms can contribute to a positive
user experience. Similar results can be found in the study based on the results of
(Gemilang and Marsasi, 2023). The reputation concept affects user satisfaction. This
states that a service provider's reputation as a platform widely recognized and used by
the wider community makes users feel safe and satisfied to use the services provided.
Similar study can be found in (Layla, & Hasan, 2022). The results showed that
Shopee Website was usable from the participants’ perspectives. The results of this

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research could help the managers of the Shopee website to improve their website and
make it more user-friendly.
Table 2.6: Security

My privacy is
protected when I
share my important 3.31 Very Satisfied 3.29 Very Satisfied 3.22 Satisfied
details
The terms and

conditions are
reasonable 3.28 Very Satisfied 3.25 Satisfied 3.23 Satisfied
I trust the online 3.2 Satisfied 3.21 Satisfied 3.21 Satisfied

shopping platform
Ave. W. Mean 3.26 Very Satisfied 3.25 Satisfied 3.22 Satisfied
TikTok Shop, Shopee, and Lazada received positive ratings for security
features. Privacy protection, trust, and reasonable terms and conditions were
highlighted as important factors in enhancing user satisfaction and purchase intention.
Effective communication and security measures play a crucial role in establishing
user trust and ensuring a positive online shopping experience. Based on the findings
of (Amaritasari, and Pangestu, 2020), cited by (Ramadhani, Putri, and Hamza, 2022).
The rapid development of technology brings the reality of today's social features into
various phases and stages that challenge many aspects of people's lives in terms of
security, privacy, communication, interaction, and trust. Based on the findings of
Savero, & Usman (2021), the researchers study indicates no relationship between
security and ease of purchase intention, while there is a relationship between trust and
purchase intention. it can be concluded that security, convenience, and trust affect
purchase intention. Based on the findings of Munir and Darmawan (2022), there is a
role for trust, ease of use, and security when shopping online at Lazada. Trust, ease of
use, and security have a partial and simultaneous effect on online shopping interest at
Lazada consumer trust affects shopping interests.
Comparative Analysis
Table 3.1: Shipping Fee

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ANOVA
Source of
Variation SS Df MS F P-value F crit
Between 0.00575 0.4952
Groups 6 2 0.002878 2 0.632325 5.143253
0.03486
Within Groups 7 6 0.005811
0.04062
Total 2 8
Hypothesis: The shipping fee does not significantly vary across the different
groups.
Based on the ANOVA table provided, the p-value associated with the F-test is
0.632325. Since the p-value is greater than the significance level (α = 0.05), we fail to
reject the null hypothesis. This indicates that there is not enough evidence to suggest a
significant difference in the shipping fee between the groups.
Similar results can be found in the study of Guo et al., (2020), more and more
e-commerce platforms have used free shipping to attract online consumers' shopping
to improve the platforms' performance.
Table 3.2: Marketing Technique
ANOVA
Source of
Between 0.99449
Groups 2.22E-05 2 1.11E-05 0.005525 5 5.143253
0.01206
0.01208
Total 9 8
Hypothesis: The marketing technique does not significantly impact the
outcome.
significant difference in the outcome based on the marketing technique.

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In the contrast of the finding in the study of (Novita, Andriana, &, Yuliani,
2021). The researchers discovered that TikTok shop doesn’t meant to not shop in
TikTok. They found that Shopee and Lazada is much more preferable because they
are made as an online marketplace and many people use it while TikTok is much
more known as an online entertainment.
Table 3.3: Price of Products
ANOVA
Source of
Between 0.01081 0.09318
Groups 0.021622 2 1 3.6171 8 5.143253
0.00298
Within Groups 0.017933 6 9
Total 0.039556 8
Hypothesis: The price of products does not significantly impact the

satisfaction level.
significant difference in the satisfaction level based on the price of products.
In the finding of Sari, Nyoman, & Setiawan, (2022), They suggest that
complying with the existing rules in the marketplace used and be prudent in
predicting tax costs in applying the prices of products sold will minimize the risk of
account blocking. Good service, competent products, competitive prices, attractive
display of product details can influence buyer interest so that buyers become loyal and
give good reviews,
Table 3.4: Product Quality
ANOVA
Source of
Between 0.00548 0.41540
Groups 9 2 0.002744 1.020661 5 5.143253
Within Groups 0.01613 6 0.002689

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3
0.02162
Total 2 8
Hypothesis: There is no significant difference in product quality between the

groups being compared.
In this case, the p-value associated with the F-statistic is 0.415405, which is
greater than the significance level of 0.05. Therefore, we fail to reject the null
hypothesis and conclude that there is insufficient evidence to suggest that there is a
significant difference in product quality between the groups being compared.
In the findings of Setyawati et al., (2023), there is a strict competition in

product quality offered by similar businesses. The results of observations on
Distortion Merch show that beliefs form product and brand images, and people will
act on these images. If some place beliefs are wrong and hinder purchases, the
manufacturing company will launch a campaign to correct those beliefs.
Table 3.5: Usability
ANOVA
Source of
Variation SS df MS F P-value F crit
Between 0.68386
Groups 0.0074 2 0.0037 0.405109 5 5.143253
0.00913
Within Groups 0.0548 6 3
Total 0.0622 8
Hypothesis: There is no significant difference in the usability among the

Based on the findings above, the p-value associated with the F-statistic is
0.683865, which is greater than the significance level of 0.05. Therefore, we fail to
reject the null hypothesis and conclude that there is insufficient evidence to suggest
that there is a significant difference in the usability among the groups being
compared.

SATISFACTION
In the study results of (Khan et al., 2023). The researchers survey results
indicate that their respondents possess a high level of understanding of usability issues
and preferences for the two mediums.
Table 3.6: Security
ANOVA
Source of
Variation SS df MS F P-value F crit
Between 0.00295 0.89864
Groups 6 2 0.001478 9 0.45564 5.143253
0.00986
0.01282
Total 2 8
Hypothesis: There is no significant difference in the security level among the
Based on the findings above, the p-value associated with the F-statistic is
0.45564, which is greater than the significance level of 0.05. Therefore, we fail to
reject the null hypothesis and conclude that there is insufficient evidence to suggest
that there is a significant difference in the security level among the groups being
compared.
Based on the study of (Techasikrn, 2022). They discovered that the online
shopping platforms protect and secure personal information of their customers.

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CHAPTER 5
SUMMARY, CONCLUSION, AND RECOMMENDATION
Summary
The research was conducted at Madapdap Resettlement Senior High School in

Mabalacat, Pampanga. It sought to learn about the comparative analysis of TikTok,
Shopee, and Lazada among M-commerce users who use the different applications, as
well as whether respondents are satisfied with its online purchasing platform. The
researchers used a survey questionnaire form that was adapted from Chan, Lee, &
Yang (2022). The survey questionnaire was sent to 80 people who live in Madapdap,
Mabalacat City. After getting the data from our respondents, we researchers analyzed
and used them in conducting the papers’ frequency, percentage, and average weighted
mean.
Based on the provided data, the findings can be summarized as follows:
1. Homepage Features: TikTok, Lazada, and Shopee have various features on

their homepage such as search bars, carts, messages, and products. However,
there are differences among the platforms in terms of order menus, address

SATISFACTION
sections, payment options, extra services, e-wallet features, live selling
platforms, and coins. All platforms display advertisements, host flash sales,
and offer a wide variety of products.
2. Vouchers and Promotions: Each platform offers its own set of vouchers and
promotions. TikTok offers free shipping at a slightly higher threshold
compared to Lazada and Shopee. Lazada offers cashback, exclusive vouchers,
and store vouchers. Shopee offers a combination of free shipping, cashback,
exclusive vouchers, and store vouchers. The choice of platform depends on
individual preferences and requirements.
3. Product Variety: TikTok, Lazada, and Shopee offer a wide range of products
across various categories such as health and personal care, babies and kids,
home and living, sports and travel, apparel, home appliances, groceries,
hobbies and stationary, makeup and fragrances, vehicle accessories, toys
collectibles, pet care, gaming, electronics, and accessories. TikTok does not
have a category for digital goods and vouchers, which is available on Shopee
and Lazada.
4. Ratings: Based on the star ratings, Lazada has the highest rating of 4.7,
followed by TikTok with a rating of 4.5, and Shopee with a rating of 4.4.
5. Shipping Fee Satisfaction: The respondents’ express satisfaction with the
shipping fees of TikTok Shop, Shopee, and Lazada. Lazada received the
highest satisfaction rating for shipping fees. Fast and safe delivery is important
for customer satisfaction.
6. Marketing Technique Satisfaction: The respondents are highly satisfied with
the marketing techniques of TikTok Shop, Shopee, and Lazada. Each platform
has specific strengths in terms of product demonstration, exciting product
information, and multi-sensory experiences.
7. Price Satisfaction: The respondents’ express high satisfaction with the price of
products in TikTok Shop, Shopee, and Lazada. Each platform receives
positive feedback, with specific strengths in pricing highlighted. Competitive
pricing is important in attracting and retaining customers.
8. Product Quality Satisfaction: TikTok Shop, Shopee, and Lazada receive
positive ratings for product quality. Product quality is a crucial factor for
customer satisfaction and repurchase intentions.

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9. Usability Satisfaction: The respondents are very satisfied with the usability of
TikTok Shop, Shopee, and Lazada. The platforms are considered useful, and
the information provided is perceived as complete.
Overall, the findings suggest that all three platforms have their own strengths
and features that cater to different customer preferences. Customers should consider
factors such as product availability, pricing, shipping fees, marketing techniques,
product quality, and usability when choosing a platform for online shopping.
Conclusion
Based on the study's findings, the researchers came to the following conclusions.
1. Regarding homepage features, each platform has its own arrangement of

menus, address sections, payment options, extra services, e-wallet features,
live selling platforms, and coins. These distinctions provide users with diverse
experiences and options.
2. Vouchers and promotions play a significant role in attracting customers.
TikTok offers free shipping at a slightly higher threshold compared to Lazada
and Shopee. Lazada provides cashback, exclusive vouchers, and store
vouchers, while Shopee offers a combination of free shipping, cashback,
exclusive vouchers, and store vouchers. The choice of platform depends on
individual preferences and requirements.
3. Product variety is extensive across all three platforms, covering various
categories such as health and personal care, home and living, apparel,
electronics, groceries, gaming, and more. Notably, Shopee and Lazada offer
digital goods and vouchers, which are not available on TikTok.
4. In terms of customer satisfaction, Lazada receives the highest star rating of
4.7, followed by TikTok with 4.5 and Shopee with 4.4. Additionally,
customer’s express satisfaction with shipping fees, marketing techniques,
price, product quality, and usability across all platforms.
Considering these findings, it is evident that TikTok, Lazada, and Shopee cater
to different customer preferences, and customers should consider various factors
when choosing an online shopping platform. These factors include product
availability, pricing, shipping fees, marketing techniques, product quality, and

SATISFACTION
usability. By assessing their individual needs and preferences, customers can make
informed decisions to enhance their online shopping experiences.
Recommendations
Based on the conclusion made: the following recommendations are given:
1. Based on the findings, it is recommended that Lazada focuses on improving its

reputation and increasing user recognition in the Philippines. Lazada can
achieve this by enhancing its pricing strategy, product quality, and overall user
experience. By offering competitive prices, ensuring product quality, and
improving the usability of its homepage, Lazada can attract more mobile
commerce users and compete effectively with Shopee and TikTok Shop.
2. Shopee and TikTok Shop should capitalize on their respective strengths to
maintain their competitive edge. Shopee should continue to prioritize its
competitive pricing and user-friendly interface, while also investing in
marketing campaigns to further enhance its brand visibility. Meanwhile,
TikTok Shop should leverage its attractive vouchers, diverse product
offerings, and focus on reinforcing the security of its platform to build trust
among users.
3. Both platforms should constantly innovate and adapt to changing market
dynamics and user preferences. They can achieve this by regularly expanding
their product selections, improving the overall shopping experience, and
investing in customer service to ensure prompt and satisfactory resolutions to
any concerns or issues raised by users.
Overall, the recommendations aim to strengthen Lazada's position in the

market while helping Shopee and TikTok Shop maintain their current momentum. By
focusing on their unique strengths and addressing user preferences, these platforms
can sustain their growth and remain competitive in the evolving e-commerce
landscape of the Philippines.

SATISFACTION
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SATISFACTION
Appendices
Funding: This research has received no external funding
Informed Consent Statement: “Picture provided below”
Data Availability Statement: The data that support the findings of this study are
available from the authors upon reasonable request.
Construct Measurements

SATISFACTION
1. The shipping fee is reasonable.
2. The shipping fee depends on the

distance on the location of the buyer
Shipping Fee and seller.
3. The delivery of package gets quick

to deliver in the increase of shipping
fee
1. The product demonstration from
the shop is clear
2. The Shop contains product

Marketing Techniques information that is exciting to senses.
3.I can acquire product information

from different sensory channels
Satisfaction
through the shopping platform
1. The products and services I
purchase online are always right
priced and are of good quality
Price of Products 2. I am able to buy what I really need
3. I am able to accomplish just what I

want on the online shopping trip
1. If I buy a product, I am willing to

continue to buy and search for
products through the shopping
platform.
Product Quality 2. I am willing to recommend the
shopping platform to others.
3. The quality of products are long

lasting or durable.
Table 1:

SATISFACTION
Table 2:
Features
1. The homepage is
creative.
Homepage 2. The homepage is neat.
3. The homepage user-

friendly.
1.Vouchers are
reasonable.
Vouchers offered
2.Vouchers are
Interesting.
3.The vouchers are eye

catching.
1. There are variety of
products to choose from.
Features of online shops Variety of products 2. It’s fun to browse the

in terms of: online shopping platform.
3. The online shopping

platform is attractive.
2. Online shopping
platform is useful to me.
2. The information on the

Usability
online shopping platform
is complete.
3. I find the online

SATISFACTION
shopping platform to be
resourceful.
1. I am satisfied with the
performance of the online
shopping platform.
2. I am satisfied with the

Rating based on star
purchase experience at
this online retailer.
3.I am pleased with the

experience of using online
shopping platform.
1. My privacy is protected
when I share my
important details.
Security 2. The terms and

conditions are reasonable.
3. I trust the online

shopping platform.

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A COMPARATIVE ANALYSIS OF MOBILE COMMERCE USERS’

ONLINE SHOPPING PLATFORMS: A COMPARATIVE ANALYSIS OF

A Research Paper Presented to the Faculty of Madapdap Resettlement Senior

Alfonso, Jazmine Rae M.

Santos, Monica Antoinette A.

Pacia, Justine Roan L.

Madapdap Resettlement Senior High School Page 1

The Problem and Its Background

The recent rise of mobile commerce has brought a plethora of opportunities

Madapdap Resettlement Senior High School Page 2

Madapdap Resettlement Senior High School Page 3

Input Process Output Outcome

Mobile Survey Determine the Give the

Figure 1. The paradigm of the study.

Statement of The Problem

1. What are the profile of online shops in terms of:

Madapdap Resettlement Senior High School Page 4

Scope and Limitation

This study aimed to understand the satisfaction of mobile commerce users on

Significance of The Study

Madapdap Resettlement Senior High School Page 5

Mobile commerce- business transactions conducted by using a mobile electronic

Madapdap Resettlement Senior High School Page 6

TikTok Mobile Commerce

The fourth source that will be discussed is a study published in the

Madapdap Resettlement Senior High School Page 7

"TikTok Mobile Commerce to Users Satisfaction"

Madapdap Resettlement Senior High School Page 8

TikTok Mobile Commerce dependability and rating of service

The present study is focused on understanding the dependability and rating of

Madapdap Resettlement Senior High School Page 9

Madapdap Resettlement Senior High School Page 10

TikTok’s M-commerce Users’ Satisfaction on the Dependability and Rating of

The use of mobile commerce (m-commerce) has become increasingly popular

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In conclusion, the literature reviewed in this research suggests that trust,

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The marketing industry has evolved in tandem with technological

Lazada maintains a number of sales promotions to encourage customers to

In contrast, TikTok Shop provides some of the same features as other e-

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Since the Covid-19 pandemic, the growth of e-commerce (internet commerce)

By evaluating the internal and external strengths of its marketing movement

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According to (Atsmon 2012). Cited by (Zamroatul 2022). The Internet has

According to Suwaryu & Taufiqurahman (2022). Lazada maintains a number

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According to Sadewo & Baktiono (2020). When SHOPEE and LAZADA

According to Andon et al., (2023). Brands can advertise their products on

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Respondents of The Study

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To begin with, a survey questionnaire was administered to respondents who

Additionally, focus group interviews among those who have recently

Finally, an online content analysis involving posts shared by users on their

Overall, this essay-style research instrumentation is designed to shed light on

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