Power Point Slide On Daraz

Group Members
Md Shahriar Sadat 2111048

Kazi Sunny 2221300
Asad Uz Zaman 2221301
Project Topic
An Investigation of customer’s dissatisfaction factors: A

study on Daraz Bangladesh
Introduction
In Bangladesh, Daraz Bangladesh is the pioneer of the e-commerce

industry who has brought a new trend of online retail platforms and
change in the shopping trend of Bangladesh. This leading online retailer
platform had established in 2012 by the German investment
organization, Rocket Internet and it’s been running its business since in
2015 October in Bangladesh.
DARAZ has 30,000 sellers and 500 brands and serves 5 million consumers
across the region. DARAZ has more than 2.5 million products to offer and
it is growing at a very faster pace.
Objective of the study
Our main goal of this study is to find out what are the factors which
influences customer to dissatisfied on Daraz Bangladesh Service.
Organizational Overview
Daraz Bangladesh is an online shopping and selling platform involving

various product such as electronic devices, groceries, household
product, fashion items etc.
Vision- The vision of Daraz Bangladesh is to "be the best marketplace
by offering superior services to all of vendors and customers." And
capture the maximum share of e-commerce industry.
Mission- Make all the necessities available to clients and identify the
top vendors nationwide to feature their items on the Daraz website
in order to expand throughout Bangladesh and capture the largest
market share in the ecommerce sector
Industry Analysis
Daraz Bangladesh falls under E-commerce industry. According to a

national survey, e-commerce sector of Bangladesh is projected to be
around 3 billion by 2023. Bangladesh is going to turn out to be middle
income country from least developed country. We found that consumers
are likely to spend more money on fashion and food. So, we can say
that, E-commerce sector will be grow more in near future.
Topic Related literature review and
theories
We have found that lot of customers are dissatisfied of Daraz Bangladesh
service. We have found some project report which we have used as our
secondary research. Include-
 Customer is dissatisfied because lengthy delivery time, low quality
product and charging higher price according to one of the report.
 Another author have said that their return policy, less pick up points
is the reason for customer dissatisfaction.
 Another theory describes that factor which is responsible for
customer preference. This theory also explains that why preferences
are changed. According to this theory we have got that peoples
preference changes because of pricing policy, discount, product
quality and services.
Methodology
We have done two ways to collect our data for this project includes-
 Primary Research
 Secondary Research
Data Analysis
We have used Excel in our project to present our survey result. And, we
have used pie chart in our data interpretation point to interpret our
data.
Data Interpretation
Question-1: Have you ever ordered product from Daraz?

Question-2: Which word comes to your mind about Daraz product?
Questiom-3: Does the delivered product actually look alike which is
given to their website?
Question-4: Daraz provides sufficient information about the product in their
website?
Question-5: Does the product quality able to meet expectation?
Question-6: Daraz customer service response is quick?
Question-7: Daraz always maintain the delivery time when you order
their product?
Question-8: Vendor of Daraz maintain the product quality when Daraz
run their 11:11 campaign?
Question-9: What’s your thought when you have to pay the delivery
charge for individual product but you have ordered in a same time
and product delivered in a same time?
Question-10: What’s your thought on Daraz Bangladesh return policy?
Question-11: What’s your overall thought on Daraz Bangladesh
service?
Findings and outcome of the study
We have found some problem according to our survey. The problems are-
 Product Quality
 Customer care Response
 Campaign product
 Delivery charge for individual product which is ordered in same
time
 Return Policy and exchange cash
 Delivered product look alike with website
Recommendation
We have some recommendation or solution for this problem which

includes-
 Avoid low quality and faulty product
 Monitor customer care department strictly
 Ensure campaign product quality
 Avoid or reduce the service charge for individual product
 Reduce time and exchange a cash for return item
 Ensure that delivered product is look alike with website picture
We have found some recommendation from other reports which is
already exist in internet as a secondary resource. So, we are going to
include here-
 Reward system
 Varieties in pricing
 Promotional activities
 Quick delivery service outside of Dhaka
Conclusion
Daraz is offering a wide selection of products from renowned brands in

Bangladesh with a promise of fast, safe and easy online shopping
experience. We have done our project to find out a customer
dissatisfaction. Customer have complaints about their return policy,
individual product delivery charge and so on. So, Daraz management
should proper research about that why consumers are complaining for
particular some issues and they need to sort out this problem.
ANY QUESTION?

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Group Members

Md Shahriar Sadat 2111048

An Investigation of customer’s dissatisfaction factors: A

In Bangladesh, Daraz Bangladesh is the pioneer of the e-commerce

Daraz Bangladesh is an online shopping and selling platform involving

Daraz Bangladesh falls under E-commerce industry. According to a

Question-1: Have you ever ordered product from Daraz?

We have some recommendation or solution for this problem which

Daraz is offering a wide selection of products from renowned brands in

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