Internet & eCommerce Usage by Individuals MCA Survey - May 2009 - - PowerPoint PPT Presentation

Internet & eCommerce Usage by Individuals

MCA Survey - May 2009

MCA eComme merce Survey – April 2009

MCA commissioned EMCS to carry out a qualitative research study to gain a more thorough understanding of Internet and eCommerce usage across the Maltese islands.

Scope of this study

 Assess the extent of use of the Internet and eCommerce across different demographic groups;  Gain an understanding of the public’s perception towards eCommerce, including any difficulties and barriers;  Identify trends and changes in buying behavior patterns.

The level el of internet et/eCo eCommer erce ce knowl wled edge e and skills The per ercei ceived ed val alue/ e/usefu fulnes ess of online e shopping Pe Percei ceived ed secu ecurity whilst brows wsing the e inter ernet et and buying

• nline

Inten entions to star art using inter ernet et, computer er Willingnes ess to star art buying on-line.

Analysis

Forma mat t Used ed

Focus Groups

• No. of

Focus cus Groups ups

10

Type pe of Focus cus Groups ups

Various

Type pe of Ques estion tions

Open- Ended

Methodology

RESEARCH FINDINGS

Inter ernet et Skills Inter ernet et Usag age Distan ance ce Shopping Online e Buying Consumer er Protec ection & eCommer erce ce Reg egulation

Main Areas Analysed

Lack of Internet skills

Some rely y on childr dren & relative ves Damage ge to the compu puter Feel no need to learn Don’t have the patience

Learning to use the Internet

Monitoring g children’s use of the Internet To assist st childr dren with homework/ projects Bridgi dging g the ga gap between ge generations Contacting g relative ves s & friends ds abr broad

Formal al trai aining is not enough – bes est to lea earn by trial al & er error Pract ctica cal vs. theo eoret etica cal Too eas asy and bas asic Willing to at atten end for a short workshop about online e shopping To incl clude e online e shopping & rel elated ed sec ecurity fea eatures es Usefu eful if proper erly des esigned ed and tai ailor-made Hav aving a computer er & acc cces ess to Inter ernet et is a must, other erwise e trai aining is usel eles ess

Internet courses… how effective are they?

Inter ernet et Skills Inter ernet et Usag age Distan ance ce Shopping Online e Buying Consumer er Protec ection & eCommer erce ce Reg egulation

Main Areas Analysed

Infrequent Use Of The Internet

Fear of addicti ction Lack ck of time

Is the Internet a useful tool when buying products /services? Helps ps in the buying g pro roces cess Allows ws compari arison of prices es & feat atures res Easy to detect ct fra raudu dulen ent sites

Reasons For USING The Internet

Monitoring children’s use of the Internet Social Networking News Internet Banking Organising trips Work Online shopping Payment of bills Mobile credit Research Booking flights & accommodation Communication

Main Areas Analysed

Inter ernet et Skills Inter ernet et Usag age Distan ance ce Shopping Online e Buying Consumer er Protec ection & eCommer erce ce Reg egulation

ONLINE E BUYI YING Most popular amongst st participa pants Good after-sa sales s servi vice CATALOGU OGUE E SHOPPI PPING Mostly y women & pensi sioners s buy y from catalogu gues Good after-sa sales s servi vice TV SHOPPI PPING Frequently y disappo ppointed d with produ duct No after sales s servi vice

Distance Shopping

Inter ernet et Skills Inter ernet et Usag age Distan ance ce Shopping Online e Buying Consumer er Protec ection & eCommer erce ce Reg egulation

Main Areas Analysed

Giving out per ersonal al det etai ails – fea ear of cred edit car ard theft eft; After er-sales es ser ervice ce; Deliver ery delay, dama amaged/ ed/fau faulty item, em, differ eren ent item em from that

• rder

ered.

Which are the main concerns/fears when buying online ?

PRE RECA CAUTIONS WHEN BU BUYI YING ONLINE

• Buy from same trusted sites
• Buy from sites recommended by family and/or

friends

• Buy from popular sites such as eBay, Play.com

and Amazon

• Do an online search about seller
• Purchase from sites that sell renowned brands
• Look out for security features

SECU CURE RE ONLI LINE PAYM YMENTS

• Paypal
• Credit card
• International debit card

What constitutes a secure site?

Website Layout Verisign Logo Padlock https

Items ms bought from brick and mortar vs. items ms bought online

Clothes Daily commodities Very expensive items, such as cars, etc CDs DVDs Sports equipment/sportswear Books Collector’s items Mobile credit

• Prefer to see & touch item
• Physical contact in case of faulty item
• Delivery too lengthy
• Prefer to buy locally given same price and choice
• Online buying offers variety & uniqueness
• Check out items locally but purchase online

Onlin ine e buyin ing g vs. . traditi aditional

• nal shop
• pping

ping Do not Buy Online.

• line. Why?
• Do not own a credit card
• Reluctant to submit personal details
• Returns can be costly & cumbersome
• Limited trust in online traders
• Product might not meet expectations
• Damaged/faulty item
• Do not have the patience

Howeve ver, would d buy online if prices s are subst stantially y cheaper

Main Areas Analysed

Inter ernet et Skills Inter ernet et Usag age Distan ance ce Shopping Online e Buying Consumer er Protec ection & eCommer erce ce Reg egulation

eCommerce Regulation & Consumer Protection

Unawa aware e that eCommer erce ce is reg egulated ed by the e MCA Not awar aware of any laws aws that protect ect

• nline

e buyer ers Many were aware of ‘cooling-down’ period’

Thank you for your attention.