e-Commerce Survey 5: September 2008
MCA eCommerce Survey 5 MCA commissioned Ernst & Young to carry out its 5 th e-Commerce survey. Previous surveys on E-Commerce usage were held in Sept 06, April 07, Sept 07 and Apr 08. Aim of MCA surveys is to obtain an indication of the level of E-Commerce usage across Malta and Gozo and its potential for growth . Comparing results across surveys to identify trends and changes in buying behaviour patterns.
Methodology 26 close-ended questions √ √ conducted by phone over a period of approx. 2 weeks. √ √ Stratifi fied 1600 At least t 400 e- Targ rget Sample respondents ts Commerc rce users rs
Methodology Sample Quota (based on latest NSO demographic data) 49% Male 51% Female 22% 18 – 29 yrs 16% 30-39 yrs 18% 40-49 yrs 27% 50-65 yrs 16% - 66+ yrs Educational Level Primary 22% Secondary 50% Tertiary 28%
New in this survey… Respondents asked whether they did any of the following: Downloaded items against payment; Internet banking ( this was also asked in Sept’06 ); Paid bills online; eGov services ( this was also asked in Sept’06 ) . Educational background Buying through auctions Question re problems encountered online: Set pre-defined time Was problem solved in a satisfactory manner? Would you buy again?
Preliminary Results Preliminary Results
Intern rnet Access vs vs Internet Usage 51% 51% 34% 34% 66% 66% 49% 49% Interne net Usage No Internet Usage Interne net Access No Internet Access 70% 70% 66% 66% 60% 60% 61% 61% 57% 57% 50% 50% 40% 40% Interne net Access 48% 48% 49% 49% 30% 30% Interne net Usage 27% 27% 20% 20% 10% 10% 0% 0% Sept'0 '08 Sept'0 '07 Sept'0 '06 Base: all respondents
Intern rnet Usage vs vs e-Commerce Usage 51% 51% 39% 39% 61% 61% 49% 49% Interne net Usage No Internet Usage eCommerce Usage No eCommerce Usage Base: all respondents Base: Internet users 100% 100% 26% 26% 30% 30% 80% 80% 20% 20% 60% 60% eCommerce Usage 40% 40% 48% 48% 49% 49% Interne net Usage 27% 27% 20% 20% 0% 0% Sept'0 '08 Sept'0 '07 Sept'0 '06 Base: all respondents
Reasons s for using the Internet Sept’08 For Information Purposes 81% Purchases Online 61% Communication (e-mail, chatting) 35% Browse Products 11% Work 7% Other Reasons 6% Base: Internet users Reasons s for NOT using the Internet Sept’08 Do not know how to use PC and/or internet 53% Do not need/not interested in the internet 27% Do not have time 20% Base: those that do NOT use the Internet
Intern rnet services 42% 42% 45% 45% 40% 40% 36% 36% 35% 35% 26% 26% 30% 30% 25% 25% Sept'0 '08 21% 21% Sept'0 '06 20% 20% 15% 15% 10% 10% 5% 5% 0% 0% Interne net Banking ng eGov ov Services
Time spent using the Internet / Week Up to 4 hours 22% 22% 28% 28% From 4 to 6 hours 14% 14% From 7 to 12 hours 13% 13% 21% 21% From 13 to 20 hours More than 20 hours Base: Internet users
Maltese se Sites vs vs Foreign Sites 75% 75% 71% 71% 62% 62% Maltese sites only Foreign sites only 35% 35% Both h Maltese and foreign 26% 26% sites 9% 9% 16% 16% 3% 3% 2% 2% Sept'0 '08 Sept'0 '07 Sept'0 '06 Base: eCommerce users
Reasons s for Buying Online Sept’08 Sept’07 Sept’06 Better prices 59% 59% 56% 46% Convenience 35% 35% 39% 43% Not available in Malta 22% 22% 24% 15% Better choice 8% 8% 1% 0% Faster service / No queues 7% 7% 9% 2% No time to go shopping / No need to go out 1% 1% 10% 13% Base: eCommerce users
Items bought online 42% 42% 29% 29% IT/Electroni nic goods 21% 21% 28% 28% 43% 43% Books 42% 42% 31% 31% 17% 17% Clothi hing ng Sept'0 '08 14% 14% Sept'0 '07 12% 12% Sept'0 '06 22% 22% CDs CDs 27% 27% 23% 23% 16% 16% Mobile top-up up 8% 8% 85% 85% 66% 66% Other 48% 48% Base: eCommerce users
Purchasin sing Frequency y & Amount Spent Base: eCommerce users Last 6 months 18% 18% 6% 6% € 0-25 25 Longer 20% 20% € 25 25-60 60 45% 45% 83% 83% € 60 60-120 120 30% 30% More than € 120 120 63% 63% 22% 22% 15% 15% One to five times Six to ten times More than ten times
Preferred method of payment 120% 93% 93% 78% 78% 100% 73% 73% 80% Credit card Paypal 60% Other 40% 31% 31% 29% 29% 20% 10% 10% 11% 11% 5% 5% 2% 2% 0% Sept'08 Sept'07 Sept'06 Base: eCommerce users
Proble lems s encountered Base: eCommerce users At least one 25% 25% Successfull ully 85% 85% problem Resolved 75% 75% Not Resolved No problems 5% 5% 15% 15% Will buy again Will not 95% 95% buy again Problems related with delivery of goods 82% Problems related with payment process Interne net connection on 20% problems 2% 10% Other problems
Securit Se rity y – Precautio ions s & Perceptio ions Secure & Site Trusted d Reputation Sites Securit rity Paypa pal Lock Icon Low Credit Reviews ws Card d Limit
Concern rns s when buying online 9% 9% 15% 15% Security / Threat of fraud 31% 31% No delivery Delivered goods not as ordered Main motives ves for buying online 16% 16% Sept'0 '08 10% 10% 16% 16% 8% 8% Better prices Sept'0 '07 10% 10% 23% 23% more information More security 11% 11% Sept'0 '06 21% 21% 17% 17% 0% 0% 5% 5% 10% 10% 15% 15% 20% 20% 25% 25%
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