GA-1 Online Shopping

Consumer and Manager Perspective

Team Members:
Raisa Musharrat Hossain 1931471030
Reyan Ferdous 1931019630
Taraf Mahabub 2013240630
Saadman Sakib Obak 1812234630
Introduction
• Online shopping is getting increasingly popular day by day,
especially during the pandemic.
• Advantages of online shopping include:
 Time efficient.
 Cost effective.
 More Reliable.
• Disadvantages of online shopping include:
 Lack of interactivity.
 Delay in delivery.
 Frauds.
Consumer’s Perspective
Products and Intermediaries
• 3 out of the 4 products were food products and the remaining 1 was a hair
care product. Products include:
 La Oliva Extra Virgin Olive Oil (www.shwopno.com -Discounted)
 Kacchi Biryani (Pathao app -Discounted)
 MAGGI Fusian Bangkok Sweet Chili Noodles (Chaldal.com No
discount)
 Ribana Organic Hair Coconut oil (www.daraz.com.b -No discount)
• Other than the La Oliva Extra Virgin Olive Oil, none of the products were
bulky, all were standard products, and all had VAT included. All the
products purchased were from renowned brands
• All 4 shops have intermediaries like Google, Facebook, Instagram,
Twitter (except Shwopno), and Applications.
Consumer’s Perspective
Shops and Payment
• All four of the marketplaces had a wide section to choose
from, reliable, very responsive, and had order
cancellation policy available.
• Cash on delivery was used for all the purchases, but other
than that all 4 platforms have mobile payment,
debit/credit card, and Bkash available. Only Shopno and
Daraaz had Rocket and Nogod available.
Consumer’s Perspective
Delivery and Return Policy
• All the products were home delivered, and all the shops had
courier service available.
• Shopno had free delivery, and the other 3 shops had delivery
charges ranging between 19 BDT- 60 BDT.
• All 4 platforms had return policy available. The return
conditions includes: wrong or damaged goods, partial delivery,
unusable goods.
• All of them have flexible return policy, replacement and
refund.
• The MAGGI Fusian Bangkok Sweet Chili Noodles was damaged on
delivery and hence was returned. Chaldal listened to the complaint
and a new replacement was delivered the next day.
Consumer’s Perspective
Customer Service
• All 4 of the platforms had call centers, help centers, and FAQ
sections available.
Manager’s Perspective
• Managers of businesses want to maximize their profit,
hence they need to follow the business processes and
need a strong management system.
• There are 3 processes manager’s follow:
 Order Process
 Delivery Process
 Return Process.
• There are 5 major internal processes: data sharing,
ordering, payment, fulfillment, service and support.
Manager’s Perspective
• Order Process
Manager’s Perspective
Delivery Process
Manager’s Perspective
Return Process
Manager’s Perspective
Infrastructure
Manager’s Perspective
Segments
• Apart from Daraaz , which delivers all over Bangladesh, Shopno,
Pathao and Chalal delivers only in Dhaka and Chittagong. Shopno
also delivers in Sylhet.
• Shopno, Chaldal, Daraaz has demography of people 18 years and
above, middle to upper class people, and educated. Pathao is for
people of all ages and restaurant and shop owners.
• All 4 shops has the same psychography: time conscious people.
• In terms of behavioural and contextual segments, all shops are used
by quality conscious and deal-prone customers.
Conclusion
• We chose different products from several middle or large
e-commerce sites Shwapno, Pathao, Daraz, and Chaldal
and went through various decision making processes
• From the Purchase Products (Consumer’s Perspective)
part we can understand the buying behavior of typical
customers. We can conclude that the reasons why
customers choose a particular product is based on the
reviews and brands which will help us to take the
decision as a manager.