From Clicks to Contracts: Consumer Trust and Legal Challenges in Malaysia’s Social Media Commerce

Social media were originally intended as mediums for communication. Although legal protection still lags as compared to digital evolution, it has been continuously used as an informal platform for marketplaces in Malaysia. This study aims to explore the demographic, platform preferences, problems with online shopping and perceptions of legal framework using data collected through Google Forms (N=206). The findings indicate, TikTok was identified as the primary platform for online shopping. Additionally, a large number of respondents faced a wide range of problems such as fraud, counterfeit goods, damaged items and misleading advertisements. This has led to moderate trust in online safety and existing law. The results highlight an urgent need for consumer education enhancement and enforcement mechanisms for a better protection of online consumers.

online shopping, social media

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