NORTH SOUTH UNIVERSITY

FALL2018
MIS205.7
E-BUSINESS
Assigned By
Mr. Adeyl Khan
Lecturer
Dept. of Management
Prepared by
NAME ID
Kazi SanjidaFerdoush 1711124630
Nashrur Rudaba 1712444630
AnarMahbub 1712522630
Rafat Bin Nasim 1713133530
Ahmed KabirAkib 1631712630

Date of Submission: 11th October, 2018

 INTRODUCTION

One of the earliest forms of trade conducted online was IBM’S online transaction
processing developing in the 1960s. The emergence of online shopping as we
know today developed with the emergence of the internet. Online shopping is a
form of e-commerce which allows customers to buy goods or services from the
shop or seller over the internet using a web browser. Consumers can visit the
website and can choose their product. A typical online store enables the customer
to browse the firm’s range of products and services, view photos or images of the
products, along with information about the product specifications, features and
prices. Online stores enable shoppers to use “search” features to find specific
models, brands or items. Online customers must have access to the internet and a
valid method of payment in order to complete a transaction, such as credit card,
debit card or a service like pay-pal. The marketing around the digital environment,
customer’s buying behavior may not be influenced and controlled by the brand and
firm, when they make a buying decision that might concern the interactions with
search engine, recommendations, online reviews and other information.

This assignment is about understanding the e-commerce process. And we are asked
to shop from five different online shops. So we have chosen Daraz, Pickaboo,
Chaldal, Meena-click and Shwapno. We have bought Screen protectors and air
freshener from Daraz, Trimmer from Pickaboo, Trash-bag from Chaldal,
Cornflakes from Meena-click and Tissue-box from Shwapno.We will analyze
these online shops’ product attributes, intermediaries, payment, delivery, return
process, customer service from a customer’s perspective and business process,
infrastructure, segments from a manager’s perspective.

After analyzing from a customer’s perspective we will expect positive outcome.

All of them are doing great and are loyal. And from a manager’s perspective they
should look for new and innovative techniques and products and also need to
change and improve for becoming better.
Contents
Consumer perspective.................................................................................................................................5
Products.......................................................................................................................................................5
Intermediaries..............................................................................................................................................6
Shops/ Marketplaces....................................................................................................................................7
Payment.......................................................................................................................................................8
Delivery.......................................................................................................................................................9
Return Policy.............................................................................................................................................10
Customer Service......................................................................................................................................11
Reflection (Manager’s Perspective):..........................................................................................................12
Delivery process:.......................................................................................................................................14
Return Process...........................................................................................................................................15
Five major Internal Activities....................................................................................................................16
Infrastructure.............................................................................................................................................17
Segmentation.............................................................................................................................................19
Conclusion.................................................................................................................................................20
 Consumer perspective

Products
Products Discount Brand Standard Vat
Product

Kellogs Cornflakes from Meena- No Kellogs Yes No

click.com
Trash- bag from Chaldal.com 3.91% - Yes No
Glass Protectors, Car air 20% Xiaomi
Freshener from Daraz.com 55% ACI Yes No
Tissue box from swapno.com No Bashundhara No Yes

Beard Trimmer from 59% Kemei Yes No

pickaboo.com
 Intermediaries

Intermediaries Facebook Official Website Email Instagram Application

Meena-Click
No Yes No No No
Chaldal
No Yes No No No
Pickaboo
No Yes No No Yes
Swapno
No No No No Yes
Daraz
No No No No Yes
 Shops/ Marketplaces

Product Name Wide Selection Order Cancellation Very Reliable

Policy Responsive

Kellogs Cornflakes Available Available Yes Yes

from Meena-click.com

Trash- bag from Available Available Yes Yes

Chaldal.com

Glass Protectors, Car Available Available Yes Yes

air Freshener from
Daraz.com
Tissue box from Available Available Yes Yes
swapno.com

Beard Trimmer from Available Available Yes Yes

pickaboo.com
 Payment

Products Cash on Delivery Debit/Credit card Bkash

Name
Kellogs Cornflakes from Used Available Not-Available
Meena-click.com
Trash- bag from Used Available Available
Chaldal.com
Glass Protectors, Car air
Freshener from Used Available Available
Daraz.com
Tissue box from
swapno.com Used Available Available

Beard Trimmer from Used Available Available

pickaboo.com

So, according to the table each of the company has proper delivery option. But
only Meena-Click does not use B-kash or Rocket B-kash.
 Delivery

Products name Home Delivery Pickup Option Delivery Charge

Kellogs Cornflakes from 

Meena-click.com Used 15 tk, Depends
Trash- bag from
Chaldal.com Used  39 tk

Glass Protectors, Car air

Freshener from Used  45 tk Depends
Daraz.com
Tissue box from
swapno.com Used  No

Beard Trimmer from

pickaboo.com Used  60 tk
 Return Policy

Product name Return policy Replacement Return Condition Return timeline

Condition
Kellogs Cornflakes Manufacturing Defect Product can be returned
from Meena-click.com Available Available within 24 hours
Trash- bag from Manufacturing Defect Product can be returned
Chaldal.com Available Available within 7 day if it is
damaged

Glass Protectors, Car Available Manufacturing Defect Product can be returned

air Freshener from Available within 7 days and
Daraz.com products must be intact
Tissue box from Manufacturing Defect
swapno.com Available Available Product can be returned
within 24 hours

Beard Trimmer from 30 Days Manufacturing Defect Product Can returned

pickaboo.com Available Replacement within 7 days and product
Warranty must be sealed/intact
condition
 Customer Service

Products Response Warranty for Call center FAQ

products

Kellogs Cornflakes N/A

from Meena-click.com Responsive Available Available

Trash- bag from Responsive N/A Available Available

Chaldal.com

Glass Protectors, Car Responsive Available Available Available

air Freshener from
Daraz.com
Tissue box from Responsive Available Available Available
swapno.com
Beard Trimmer from Responsive Available Available Available
pickaboo.com
 Reflection (Manager’s Perspective):

Business process:
Ordering and order confirmation process:
Every business goes through some processes to sell products, services and entertaining
customers. E-business is also the same. Every E- business organization goes through varieties of
processes to retain their business. Through their processes they also gain their competitive
advantage. The major business processes are given below.

Contact information
A customer can will need to be
download an Products can be provided and
application or searched and added payment methods
directly go to our to cart have to be chosen
website

We receive the informations

The customer then confirms and notify the customer
the order and will receive a about the total price, list of
confirmation message products they ordered and
estimated date of delivery

The process starts with getting order from the customers. An agent from customer care receives
the order. Then he/she confirms the order. Then they send the confirmation mail to the customer
and make a phone call regarding the confirmation of the order and notifying the delivery time
and location. They also can record the information for future referencing.
However, for some websites like Daraz, who is just broker and only connects a buyer with a
seller, there is an additional step where the agent from Daraz has to check with the supplier for
the availability of the products after receiving an order from the customer before they can request
for confirmation.

Delivery process:

After order Delivery is made to

Notify the company
confirmation is the given location.
that the delivery has
received, inform And payment slip is
been made
inventory room provides

Product goes for Notify about delivery.

packaging.

Products are then

After packaging the categorized
product is sent to according to the
warehouse. delivery location and
time slot

After going through the order confirmation process the product is sent to the inventory room.
After that the products are organized and packaged by the packaging unit. Then the product is
sent to the given address of the customers and a payment slip is provided to the customer.
Finally, the Company is notified that the product has been delivered.
 Return Process

Check the
Contact customer
conditions for
service to request
returning the
for return
product

Fill in the form Chose the preferred

given with the
method
invoice

Product will go If Validated, you'll

through a quality get product return
check or replacement

The process starts with checking the conditions for returning the product. The second step is
contact with customer service regarding return/replacement of the product. Third Step is fill the
form given with the invoice. Fourth Step is Choose the preferred method. Fifth step is product
will go through a quality check. Sixth step, if verified, you will get product return or
replacement.
 Five major Internal Activities

Data sharing
Online business uses a few or greater part of information and data to impart data to clients:
online promotions, company websites, social media, online catalogs and so on.

Ordering
A customer utilizes electronic mail and structured information in order to select a product. The
website then sends the information regarding the product within a mouse click.

Payment
Credit cards, Debits cards, B-kash, Cash on delivery are the most famous options for the
payment of the products and services. The customers mostly use these services.

Fulfillment
Fulfillment is the charge of physically delivering the item from shop to client. It also checks
delivery information and updates warehouse information.

Service and support

It is comparably cheap to keep up the clients than drawing new customers. E- Business ought to
keep up high status with their service and entertaining the customers. By their better service they
also gain competitive advantages from others as well.
Infrastructure
Websites Category of software used
Meenabazer  Widget: Facebook, FlexSlider, OWL Carousel
 Analytics: Google Analytics
 JavaScript Framework: AngularJS1.5.5, React
 Web Framework: Laravel, Angular Material, Bootstrap3.3.7,
animate.css
 Web Server: Apache
 Programming Language: PHP
 Tag Manager: Google Tag Manager
 JavaScript Libraries: Moment.js2.18.1, Slick, jQuery3.1.1, jQuery
UI1.11.1

Chaldal  Widget: Facebook

 Analytics: TrackJs, Google Analytics
 JavaScript Framework: React0.12.2,
 Web Framework: Express
 Web Server: Express
 Programming Language: Node.js

Pickaboo  Widget: Facebook, OWL Carousel

 Ecommerce: Magento
 Analytics: Google Analytics
 JavaScript Framework: Prototype1.7
 Font Script: Font Awesome
 Web Framework: Bootstrap3.3.5
 Miscellaneous: HTTP/2
 Web Server: Nginx1.10.3
 Mobile Framework: jQuery Mobile
 Programming Language: PHP
 Operating System: Ubuntu
 Database: MySQL
 JavaScript Libraries: Lightbox, jQuery1.11.3, script.aculo.us

Swapno  Content-type: text/html

  Widget: Facebook, OWL Carousel
 JavaScript Framework: Mustache0.4.0-dev, RequireJS2.1.17
 Web Framework: Microsoft ASP.NET, ZURB Foundation5.5.2
 Web Server: IIS
 Operating System: Windows Server
 Tag Manager: Google Tag Manager
 JavaScript Libraries: jQuery1.7.1, jQuery UI1.10.1
Daraz.com  Web server: nignx
 Email Service: Google aps for business
 SSL Certificate: Comodo SSL, CloudFare SSL and SSL by default.
 Content Management systems – Yii framework
 Hosting provider: CloudFare Hosting and encapsulate
 JavaScript Framework: React16.1.1

 Miscellaneous: HTTP/2
 CDN: CloudFlare
 JavaScript Libraries: Zepto, jQuery1.11.3
 Segmentation
Online shops Geographi Demographic Psychographic Behavioral Contextual
c
Meena Bazar Dhaka Teenagers and Daily lifestyle Moderate Provides
Adults of middle- needs user quality and
high income large variety
group with of products
moderate
education

Chaldal Dhaka Anyone can order Quick groceries Heavy user Fastest service
regardless of the and the
income group, cheapest price
requires little
education

Pickaboo Bangladesh Age 13 and Electronics Tech-savvy Fast and

above, middle- products with user genuine
high income facilities such as trusted for
earners with EMI mainly
moderate electronic
education products
Swapno Dhaka Age 13 and Daily lifestyle Moderate Provides
above, middle- needs user quality and
high income large variety
earners with of products
moderate
education
Daraz.com.bd Bangladesh Age 13 and Trendy, classy Moderate to Has the largest
above, middle- and time heavy user pool of
high income conscious products
earners with people
moderate
education
 Conclusion

Nowadays people prefer online shopping more since it is more convenient, cheap and even faster
than retail outlets. Here you can examine the features and compare the substitutes before placing
an order. From a customer’s point of view, it is very important to get suitable intermediaries and
look for a certain product or e commerce infrastructure to get the best product and service
offered. From hundreds of e-commerce sites, we chose companies that provide products with
both high quality andaffordable price. We also analyzed the different payment systems, delivery
methods and evaluated the return policies of different e-commerce sites. While doing that we
found out that companies always value customer’s preferences and needs over everything and
tries to give them the best experience. The analysis concerning the consumer’s behavior is vital
in determining the value of the different e-commerce businesses. Moreover, the business process
also gives us a sense of direction so that more efficient service can be offered. Without
examining the consumer’s behavior in different segments and pinpointing a distinct business
process, it would not be impossible to create any value. Besides, every company tries their best
to hold out against the challenging environment and utilize technology fully by providing
services like live chats, instant messaging and get immediate feedbacks from concerned
customers.