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Logistics Experience for E-Commerce
Users in Indonesia
By Jeffrey Bahar, Deputy CEO Spire Research and Consulting
E-Commer...
Spire Research and Consulting
We were founded in the year 2000.
We have 100 employees in ten full-service offices.
We serve Global Fortune 1000 firms, g...
COMPETITOR
ANALYSIS
BUSINESS
PARTNER
SELECTION
CORPORATE
SOCIAL
RESPONSIBILITY
CONSULTING
CHANNEL
HEALTH
MANAGEMENT
KNOWLE...
Background Information on e-
Commerce in Indonesia
Basic Diagram of e-Commerce
Image Source: Flexy (www.flexy.com.br)
Comparison of Several E-Commerce
Portals in Indonesia
Marketplace Dedicated Online Store
Lazada MatahariMall Tokopedia Bhi...
Card-Based Payment & Smart Phones
Ownership and Payment Methods Used by
Indonesia Internet Users
77,752
105,828
110,891 11...
E-Commerce User Experience
in Indonesia
Indonesia E-Commerce Buyer Demographic
Who is the buyer?
0
8.77
15.79
73.68
1.75
50-59 y.o.
40-49 y.o.
30-39 y.o.
20-29 y....
Indonesia E-Commerce Buyer Demographic
Where to buy and what are bought?
4
2
2.7
7.6
9.6
15.9
17.2
20
20.7
5
4
4
4
22
12
1...
Indonesia E-Commerce Buyer Demographic
Purchasing from Abroad
4.8
9.6
13.5
15.4
16.3
18.3
22.1
Not interested with the pro...
Indonesia E-Commerce Buyer Demographic
How Buyers Choose their Platform?
1
•Fast and
correct
product
delivery
2 •Product
v...
Indonesia E-Commerce Buyer Demographic
Factors of importance from e-commerce product delivery
Ease to
open the
wrappings
D...
Indonesia E-Commerce Buyer Demographic
Which courier service and delivery options are being chosen?
5.27%
1.75%
3.50%
8.77...
Indonesia E-Commerce Buyer Demographic
Ideal time for product delivery based on customers’ opinion (%)
0 1 2 3 4 5 6 7 8 9...
Indonesia E-Commerce Buyer Demographic
Experience in returning bought product
•46.15% user have
•53.85% user have
not
Retu...
Final Words
Customer satisfaction is the key for repeated order from an e-
shopping portal. Fast and correct product delivery plays an...
Fast delivery is crucial especially in intra-city purchase. The
challenge is to provide a fast delivery service with low d...
Tel: (62) 5794 5800
Fax: (62) 5794 5808
Wisma 46, Kota BNI 25th Floor,
Unit #08-10
Jakarta 10220
indonesia.info@spireresea...
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Spire presentation logistics experience for e-commerce users in indonesia 2016

Jeffrey Bahar, Group Deputy CEO of Spire Research and Consulting, shared the logistics experience of e-commerce users in Indonesia specifically on their purchase and good delivery service journey. Presented at E-Log Asia, Jakarta, 8-Mar-2016

Spire presentation logistics experience for e-commerce users in indonesia 2016

  1. 1. Logistics Experience for E-Commerce Users in Indonesia By Jeffrey Bahar, Deputy CEO Spire Research and Consulting E-Commerce Logistics Summit Keraton at the Plaza, March 8, 2016
  2. 2. Spire Research and Consulting
  3. 3. We were founded in the year 2000. We have 100 employees in ten full-service offices. We serve Global Fortune 1000 firms, governments and other leading organizations. Our opinions frequently appear in print, television and radio media. We provide a broad spectrum of research and consulting solutions for market growth and entry. Spire Research and Consulting The leading research-based consultancy in emerging markets
  4. 4. COMPETITOR ANALYSIS BUSINESS PARTNER SELECTION CORPORATE SOCIAL RESPONSIBILITY CONSULTING CHANNEL HEALTH MANAGEMENT KNOWLEDGE PROCESS OUTSOURCING GEO- MARKETING DECISION ANALYTICS CUSTOMER VALUE CO-CREATION CONSULTING MARKET ENVIRONMENT RESEARCH MARKET SIZING AND FEASIBILITY VALUE CHAIN ANALYSIS PRICE RESEARCH SUPPLY CHAIN MANAGEMENT CONSULTING CUSTOMER DECISION DYNAMICS ANALYSIS COUNTRY RESEARCH CONSUMER RESEARCH CROSS-BORDER CONSULTING THOUGHT LEADERSHIP CONSULTING ANTI- COUNTERFEIT CONSULTING HOLISTIC MARKET ENVIRONMENT RESEARCH
  5. 5. Background Information on e- Commerce in Indonesia
  6. 6. Basic Diagram of e-Commerce Image Source: Flexy (www.flexy.com.br)
  7. 7. Comparison of Several E-Commerce Portals in Indonesia Marketplace Dedicated Online Store Lazada MatahariMall Tokopedia Bhinneka Berrybenka Zalora Delivery Partners LEX, First Logistics, TIKI, RPX, JNE, NEX Logistics, Pandu Logistics JNE, aCommerce Cahaya Logistik, First Logistics, JNE, Pandu Logistics, PT Pos Indonesia, RPX, Tiki, Wahana, SiCepat Express, Go Kilat JNE, TIKI JNE, RPX, aCommerce, First Logistics, Ninja Van, Berrybenka Express First Logistics, JNE, RPX, Pandu Logistics, PT Pos Indonesia Delivery Cost Free* (For purchase from same area & under 7kg) Free Not Free Free (minimum purchase Rp 300,000) Free* (minimum purchase Rp 100,000) Free* (minimum purchase Rp 300,000) Payment Options Bank Transfer, Credit Card, Internet Banking, COD, Installment, helloPay, Virtual Account Bank Transfer, Virtual Account, Credit Card, Cash on Delivery, Installment Credit Card, Mobile Money, Bank Transfer, Saldo Tokopedia, COD Indomaret, Seven Eleven, Installment Bank Transfer (Virtual Account), ATM Payment, Internet Banking, Credit Card, Debit Card, e- Money, QR Code Scan, FinPay, COD Bank Transfer, Internet Banking, Credit Card, COD, Indomaret Bank Transfer, Credit Card, COD, Wallet/Store Credit, Debit Card O2O Support
  8. 8. Card-Based Payment & Smart Phones Ownership and Payment Methods Used by Indonesia Internet Users 77,752 105,828 110,891 114,895 15,092 16,043 16,227 16,440 27,433 38,319 52,211 69,451 2013 2014 2015 2016* Debet and Credit Card Ownership and Active Smartphone Users in Indonesia Debet Card Credit Card Smartphone Users 1% 2.30% 2.70% 7% 24% 33% 67.40% Mobile Money Rekber PayPal Debit Card Credit Card Internet Banking SMS Banking Payment Methods Used by Indonesia Internet User Source: Bank Indonesia, Asosiasi Penyelenggara Jasa Internet Indonesia
  9. 9. E-Commerce User Experience in Indonesia
  10. 10. Indonesia E-Commerce Buyer Demographic Who is the buyer? 0 8.77 15.79 73.68 1.75 50-59 y.o. 40-49 y.o. 30-39 y.o. 20-29 y.o > 20 y.o. E-Commerce Buyer Based on Age (%) 45.61 54.39 Female Male E-Commerce Buyer Based on Gender (%) Source: Spire Research and Consulting
  11. 11. Indonesia E-Commerce Buyer Demographic Where to buy and what are bought? 4 2 2.7 7.6 9.6 15.9 17.2 20 20.7 5 4 4 4 22 12 18 15 20.5 Others Automotive Accessories Health Supplement Sports and Entertainment Books Beauty Products Electronics and Gadgets Gaming Products and Services Fashion Products Types of Products Bought via E-Commerce (%) 20 26.6 26.4 27 35 30.1 15.1 19.8 Marketplace Dedicated Online Store Social Media Trading Forum Favorite Place for E-Shopping (%) Q3 2015 Q1 2016 Source: Spire Research and Consulting
  12. 12. Indonesia E-Commerce Buyer Demographic Purchasing from Abroad 4.8 9.6 13.5 15.4 16.3 18.3 22.1 Not interested with the products Limited payment options Worried over safe delivery Worried over scam possibility Worried over product quality Long delivery time Difficult Payment System Worries Over Shopping from Abroad (%) 40.35 59.65 Never Yes E-Shopping Experience from Other Countries (%) Payment-related Delivery-related Source: Spire Research and Consulting
  13. 13. Indonesia E-Commerce Buyer Demographic How Buyers Choose their Platform? 1 •Fast and correct product delivery 2 •Product variation 3 •Satisfactory customer service 4 •Safe packaging 5 •More comfortable (than offline shopping) 6 •A flexible return policy 7 •Can pay in installment 8 •Ability to use COD option Payment-related Delivery-related Source: Spire Research and Consulting
  14. 14. Indonesia E-Commerce Buyer Demographic Factors of importance from e-commerce product delivery Ease to open the wrappings Display on the Box Items on the box (wrappings, fillings) Notification During Delivery Product Protection During Delivery Right Address in Delivery Fast & Correct Product Delivery Source: Spire Research and Consulting
  15. 15. Indonesia E-Commerce Buyer Demographic Which courier service and delivery options are being chosen? 5.27% 1.75% 3.50% 8.77% 8.77% 10.53% 14.04% 45.61% 92.98% Others Wahana Express Go-jek Fedex EMS DHL PT Pos Indonesia TIKI JNE Courier Service Used for Online Shopping 64.91% 33.33% 1.75% Chosen Delivery Options Free or regular delivery Express delivery Others Source: Spire Research and Consulting
  16. 16. Indonesia E-Commerce Buyer Demographic Ideal time for product delivery based on customers’ opinion (%) 0 1 2 3 4 5 6 7 8 9 10 7 Intra-city delivery Intra-island delivery Inter-island delivery Inter-country delivery daysSource: Spire Research and Consulting 7 21 88 3.5 42 65 12 36 37 12.3 61.5 14 11.7
  17. 17. Indonesia E-Commerce Buyer Demographic Experience in returning bought product •46.15% user have •53.85% user have not Returning bought product •33.08% unmatched / wrong product •66.92% damaged product Reasons for returning the product •84.62% YES •15.38% NO Will if affect your choice for future shopping? Source: Spire Research and Consulting
  18. 18. Final Words
  19. 19. Customer satisfaction is the key for repeated order from an e- shopping portal. Fast and correct product delivery plays an important role in customer satisfaction.
  20. 20. Fast delivery is crucial especially in intra-city purchase. The challenge is to provide a fast delivery service with low delivery cost.
  21. 21. Tel: (62) 5794 5800 Fax: (62) 5794 5808 Wisma 46, Kota BNI 25th Floor, Unit #08-10 Jakarta 10220 indonesia.info@spireresearch.com www.spireresearch.com

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