A recent study by Milieu Insight has highlighted a significant shift in Malaysian consumer expectations regarding online shopping. Whilst 86% of Malaysians regularly shop online, the study, titled “Beyond the Hype: Malaysians Want Speed and Smarter Shopping in 2025,” reveals that consumers now prioritise reliability, fair delivery costs, and trustworthy service over price alone.
The study found that 67% of respondents desire lower delivery fees, with 51% admitting they have reduced their online shopping due to rising shipping costs. Additionally, 65% of consumers are willing to pay more for better service, and 82% would spend extra for consistently reliable delivery. This indicates a growing demand for smarter and faster logistics solutions.
Consumer loyalty appears fragile, with 49% of respondents ceasing purchases from a seller after a single delivery issue, and 20% abandoning a platform entirely. Furthermore, 35% of respondents refuse to tolerate poor service, even if discounts are offered.
These findings underscore the impact of delivery fees on household budgets and the frustrations associated with refunds and support. As the demand for efficient logistics grows, the study suggests that online platforms must adapt to meet these evolving consumer expectations.
