Final MIs460(online shopping) PDF

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Summary

assignment on online shopping and how helpful itis...

Description

Table of Contents INTRODUCTION

3

Purchase Products (Consumer’s Perspective) Product Attributes Intermediaries Shops/marketplaces Shop’s Customer Service Shop’s Payment Options Shop’s Delivery Options Shop’s Return Policy

3 3 5 6 9 11 13 15

Reflection (Manager’s Perspective) Ordering Process Delivery Process Return Policy Five Major Internal Activities Infrastructure (IT) Segments (Relevant)

18 18 20 22 24 25 27

Conclusion

31

Appendix

32

Reference

36

INTRODUCTION Online shopping is a vital part of E-commerce. Especially during this global pandemic, people are shopping online almost every day. Companies are updating and launching their websites. They are adding varieties and categories. We have purchased 5 products from 5 different sources. Quality, price, availability, queries and concern were our main points to focus on. Online shopping is very convenient, but in some criterias, we faced a few problems. The sample pictures of the products that were shown on the websites and apps were not exactly the same as the real thing. We could see differences between original products and the pictures uploaded on respected sources. Through the purchases we experienced a journey of queries, attributes, comparing intermediaries etc. Also, we could differentiate the value propositions of the individuals. However, the quick delivery process and the customer services were satisfactory for all of the websites and apps. There were no major issues with the products and we were all satisfied with the products and the whole service of the websites and apps we chose.

Purchase Products (Consumer’s Perspective) Product Attributes Product Attributes are characteristics which explain a product. These characters can be tangible or intangible. Consumers purchase a product based on the characteristics of it. This also affects other consumer purchasing decisions. We should buy products online which are not immensely expensive and can easily be delivered to us. The decision-making of consumers plays an important role in online shopping. When we were trying to decide which website we should buy from and what products we considered many things. Since we had several choices, we compared products, services and other attributes before making the purchase. We were expecting reputed brands, availability of product, free shipping, discounts, coupons, the right price, return policy etc.

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Product

Attribute 1

Attribute 2

Attribute 3

Brand

Dates marium

Very fast and free Delivery

Fresh and good quality

Low price

Not branded

Free shipping

The right price

Discounts

Reputed

Free delivery

Good material

Low price

Reputed

SmartHeart Cat Food (Chaldal)

Easy Accessible

User Friendly

Quick Delivery

Reputed

Facewash (Daraz)

Discount

Quick Delivery

Good price

Reputed

(meenaclick.com)

French fries (Foodpanda) Corsair Harpoon Gaming Mouse (Ryans Computer Ltd)

Intermediaries Intermediaries mean the third parties who help the consumers to reach their website. 1. Meenaclick.com was found through a facebook ad and the product was purchased by going to their website through google chrome. Meenaclick.com advertises through

2

facebook, youtube and newspapers. They have an app too.

2. Foodpanda was found through an facebook ad and the product was purchased by going to their app. The e-commerce intermediaries of FoodPanda app are facebook and instagram advertisements. It randomly pops up on customers' social feeds when they are using these sites with the link of their app. Another intermediary of foodpanda is youtube.

3. Ryanscomputers.com was found through a facebook ad and the product was purchased by going to their website using Google Chrome as a browser and Google.com as a search engine.

4. The E-commerce intermediary used to buy the product from ChalDalwas an ad on Instagram. Their ads show up on Instagram accounts while people go through their social feed. The product was purchased by downloading the app, signing in and going through the categories of products.

5. Daraz was found through an instagram ad and the product was purchased by going to their app.

Shop

Intermediaries

3

Meena Click

Google Chrome (Browser) Google.com (Search Engine)

Food Panda

App

Ryans Computer Ltd

Google Chrome (Browser) Google.com (Search Engine)

Chaldal

App

Daraz

App

Shops/marketplaces

1. Meenaclick.com is the website of the very well reputed shop Meena Bazar and they also have an app. We can purchase each and every product which is available in their physical stores through this website. We just need to search our desired product in the searchbar of the website and we will be easily able to find and order it. They do not really give discounts but they do not take any delivery fee. They have a great option where you can select the exact date and time for when you want your product delivered. They have a wide range of products starting from Baby Care to Bakery & Snacks, Beauty & Hygiene, Beverages, Dairy, Fish, Fresh Produce, Grocery, Household & Cleaning, Meat & Pet Care. They also have every product in various brands and quantities.

2. The destination site of the food product was the Foodpanda app. Customers can directly go through this app, select the restaurant they want food from and select the food item from the app. Their prices of the foods of foodpanda are always reasonable as they always give their customers 20% or 30% off or coupons. And the best part about foodpanda is that they deliver all their products without any delivery charge. Their

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delivery is always fast; they don’t take more than an hour to deliver. And talking about the variety, all the restaurants around the area are available on the foodpanda app.

3. The destination site of the tech product was Ryanscomputers.com. It is a very reliable website for tech products. They are one of the largest retail chain stores for computer products in Bangladesh. Apart from selling computer products they provide product related services as well. They offer genuine products of different brands and sell them at the lowest possible price.

4. The destination site of the catfood was the ChalDal app. The ChalDal app has different cat food brands with different prices, from which the most suitable one was chosen. After adding the item to the cart, ChalDal gave a discount of Tk20 on the delivery charges as the ordered item was over Tk300. They also provide facilities which allows the customers to choose a convenient time to receive the product. The best part of ChalDal is they have many options of payment methods.

5. The destination site of the facewash was the Daraz app. The Daraz app has thousands of products from different brands with different prices. The ordering process is very simple as customers just need to open the app, search for the product, confirm the order and select the payment method for purchasing the product.

Shop

Value Proposition 1

Value Proposition 2

Value Proposition 3

Value Proposition 4

Meena Click

Products of different brand

Fresh Products

Fast delivery (can be customised)

Vast categories of products

Foodpanda

Food variety

Availability

Fast delivery

Discounted price

5

Ryans Computer Ltd

Products of different brand

Genuine Products

Quick delivery (1 or 2 working days)

Availability

ChalDal

Varieties of product

Discount on delivery charges

Options on payment method

Scheduled Delivery

Daraz

Discounted delivery fee

Availability

Home delivery

Wide range of products

Shop’s Customer Service 1. Meenaclick.com calls the customer immediately after placing the order and confirms it. They send an sms right after with the order ID to confirm the product details and the schedule of the delivery and then bring the product exactly when the customer wants it delivered. They also send a confirmation email. They have also provided an emergency hotline number on their site for any queries.

2. Foodpanda app sends their customers a confirmation message when the rider picks up their order. After picking up the order, the rider gets access to the customer's contact information so that customers can ask questions like “When will you deliver the food?”

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And when the rider receives a customer's order from the restaurant, he directly calls the customer to confirm their address so that the rider can deliver food at the right place without any difficulties.

3. After placing the order using https://www.ryanscomputers.com/ they immediately send an sms and an email to the customer that an order has been placed and someone will contact via phone to confirm the order. They even send an sms and an email when the product is ready for delivery. They also inform the customer after the delivery. They email the invoice details of the product as well.

4. ChalDal has an option of live chat which is a 24 hours support service for the customers. Furthermore, they have an email option which replies back with any problem within 48 hours. In case of extreme emergencies, they have given a number on their website to contact them in minutes.

5. After selecting the product DARAZ sends an SMS. They also call the customers and send an email about the selection and confirmation of the product. They mention when and how the customer will get the product. They provide every information about the product such as the order id, product locator id and the location of the product. When they ship the product they notify the customers via email.

Shop

Email

Chat

SMS

Phone call

Meena Click

Available

Not Available

Available

Available

7

Foodpanda

Ryans Ltd

Available

Computer Used

Available

Not Available

Available

Not Available

Used

Used

Chaldal

Available

Available

Available

Available

Daraz

Available

Not Available

Available

Available

Shop’s Payment Options

1. Meenaclick.com provides cash on delivery, payment through credit card, visa/mastercard and swipe on delivery which is a system where they bring the machine to your doorstep and you can pay with your credit or debit card. However they do not accept payment through Bkash. I paid for my product through cash on delivery because it was the most convenient option for me.

2. Foodpanda receives their payments in two ways, cash on delivery and visa card or credit card. For credit card and visa card, customers pay their bill online right after they confirm their order. But when customers pay the bill offline, they pay it when they receive the order. Foodpanda often gives discounts on payments. Recently they are giving 10% off coupons to customers who are paying through Brac bank's visa card and Bkash. I paid for my product through cash on delivery because it was the most convenient option for me.

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3. Ryans Computer provides cash on delivery, payment through cheque or pay order, mobile payment like Bkash and Rocket, credit and debit card like visa, master, amex and nexus. They also provide EMI and EFT facilities. I paid for my product through cash on delivery as it was the most convenient option for me.

4. ChalDal has many different payment options from which customers can choose their convenient payment process. Some of the processes are cash on delivery, debit/credit card, Bkash and PayPal for international payment. From the above, I chose cash on delivery because I don’t have a bank account. Hence, it was easier for me to pay cash on delivery.

5. There are four payment options DARAZ provides for its customers. Among them I used the option of paying Cash on delivery. Because I found it is more secure and convenient.

Shop

Bkash

Visa/MasterCard Cash on EMI delivery

Media Used

Meena Click

Not Available

Available

Available

Not Available

Cash on delivery

Foodpanda

Available

Available

Available

Not Available

Cash on delivery

Ryans Computer Ltd

Available

Available

Available

Available

Cash on delivery

ChalDal

Available

Available

Available

Not

Cash on delivery

9

Available Daraz

Available

Available

Available

Available

Cash on delivery

Shop’s Delivery Options

1. Meenaclick.com has really convenient delivery options. The customers can choose the exact date and time of the delivery of their products. They can bring it in less than an hour if the customer is in a rush. The customers can also choose a date and time for the day after or even a week after. I went for the scheduled delivery option and picked my desired delivery date and time. They brought it to me exactly according to my chosen time.

2. Foodpanda has only two delivery options, home delivery and scheduled delivery. Foodpanda is mostly known for their home delivery service. Their customers order food from their site and expect it to get delivered within 1 hour. Second one is scheduled delivery which is basically delivering according to the customer's timing. I chose the most convenient option which is home delivery as it’s all about food items and there are no risks of the food getting rotten or anything as it is delivered fast.

3. Ryans Computer has two delivery options which are home delivery and delivery at pick up points. I chose home delivery as due to the pandemic situation it was

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the best possible option.

4. Some of the delivery options that ChalDal has are home delivery, scheduled delivery and express delivery. Home scheduled delivery was the most suitable choice for me. As they delivered it in my chosen time at my home.

5. Daraz maintains a convenient delivery system in their business. They only provide home delivery options for delivering the products to their customers. They charge shipping costs for the products and different products have different shipping costs depending on size, weight and many more. I think the home delivery system is very effective in this current situation and that’s why I chose cash on delivery.

Shop

Home Delivery

Pickup Station

Quick Delivery Anywhere

Scheduled Delivery

Chosen Option

Meena Click

Available

Not Available

Available

Available

Scheduled Delivery

Foodpanda

Available

Not Available

Available

Available

Home Delivery

Ryans Computer Ltd

Available

Available

Not Available

Not Available

Home Delivery

ChalDal

Available

Not Available

Not Available

Available

Home Delivery

Daraz

Available

Available

Available

Available

Home Delivery

11

Shop’s Return Policy

1. If an online pre-payment/card payment against an order is done and the product/s is/are not available in stock, meenaclick.com will offer a product replacement option within the same price range. If the customer declines to take product replacements, then the order will be canceled and they will refund. The refund request must be made by calling their Customer Service number. (between 9 am 10 pm every day). If a customer has received a wrong or an expired/broken product they will replace it but will not give any refunds.

2. In order to cancel orders from Foodpanda, customers have to go to their app and click help, then the app will ask them questions like “cancel order?” and then customers have to click on that and they have to give a reason why they want to cancel the order. When customers click that Foodpanda automatically cancels the order. That's how customers can return the product before receiving it. Foodpanda also refunds their customers if the delivery guy ruins the packaging or something happens to the food. They will refund the customers within 14 days by recredentifying customers visa or credit card with full amount including initial delivery charge if applicable.

3. If the product is ordered online, and after receiving the product the customer notices some problem then ryans computer needs to be informed within 24 hours via their hotline service. Only damaged and wrong products can be returned.

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Customer can’t return or ask for a refund if the ordered product is good but not compatible with his/her setup or if he/she doesn’t want it anymore.

4. ChalDal offers refunds within 10 days on unopened or spoilt packaged products. If by mistake a product is ordered, it can be returned instantly on the delivery day. Furthermore, if excessive money is transferred mistakenly through credit card or bank account, ChalDal refunds the money to the bank automatically. I ordered 3 packets of cat food among which one packet was expired. However, after letting them know about this inconvenience, they refunded the expired cat food in cash within a day.

5. DARAZ has two return policies for their different category products. Those products which are available on DARAZ, they allow 14 days return policy and the products that are not available on DARAZ, they allow 7 days return policy. To return a product it must be defective, damaged or incomplete, otherwise DARAZ will not allow us to return it. Groceries, Laundry goods, Pet foods, Service goods and Digital products like Google play card, Xbox, games id are not returnable products.

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Shop

Timeframe

Product Category

Reimbursement

Replacement

Return Conditions

Option

Meena Click Available

Available

Available (IF THE PRODUCT HAS NOT BEEN DELIVERED YET)

Foodpanda

Not available

Not available

Not available

Not available

Not available

Ryans Computer Ltd

Available

Available

Not available

Available

Wrong or damaged product delivered

Chaldal

Available

Not Available

Availa...