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, regarding their return policy they’ve less
pick up points, which is another reason for customer dissatisfaction.
 Another theory describes that the change in the preference of the
customers is also responsible for customer dissatisfaction. This theory
explains that why preferences are changed. According to this theory
preferences of people change because of pricing policy, return 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?

Yes
100%
Question-2: Which word comes to your mind about Daraz product?

Unreliable Reliable
25% 25%
Reliable
High Quality
Poor Quality
Unreliable
Poor Quality
17%
High Quality
33%
Questiom-3: Does the delivered product actually look alike which is
given to their website?

Never
Always 25%
33%

Never Rare

Rare
17%
Mostly Always
Mostly
25%
Question-4: Does Daraz provide sufficient information about the product in
their website?

Strongly Disagree
8%

Disagree
25% Agree
Agree
50% Neutral

Disagree
Neutral
17% Strongly Disagree
Question-5: Does the product quality able to meet the expectation?

Disagree
39% Agree Agree
46% Neutral
Disagree

Neutral
15%
Question-6: Do you think Daraz customer service response is quick?

Neutral
17%
Agree
33%
Agree
Disagree
Neutral

Disagree
50%
Question-7: Does Daraz always maintain the delivery time when you
order their product?

Neutral Agree
42% 41% Agree
Disagree
Neutral

Disagree
17%
Question-8: Do the Vendors of Daraz maintain the product quality
when Daraz run their 11:11 campaign?

Strongly Disagree
11%

Agree
27%
Agree
Neutral
Disagree
Strongly Disagree
Disagree
35%

Neutral
27%
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?

Satisfied
Dissatisfied

Dissatisfied
100%
Question-10: What’s your thought on Daraz Bangladesh return policy?

Neutral
42%
Neutral
Dissatisfied
Dissatisfied
58%
Question-11: What’s your overall thought on Daraz Bangladesh
service?

Neutral
17%

Satisfied
41% Satisfied
Dissatisfied
Neutral
4th Qtr

Dissatisfied
42%
 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
 Recommendation
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
 Pricing verities
 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?