Daraz report

REPORT
ON

WEBSITE REVIEW OF DARAZ.COM.NP

BY
Anisha Adhikari (20485/17)
Eljina Rayamajhi (20495/17)
Sanchita Adhikari (20530/17)
Sona Gurung (20539/17)
Yukesh Poudel (20545/17)

A report submitted to
Faculty of Management, Tribhuvan University
in the partial fulfillment of the requirements for the degree of

Bachelor of Business Administration (BBA)

at
People’s Campus
Tribhuvan university

Kathmandu
March,2020

ACKNOWLEDGEMENTS

This report entitled ‘Website Review of daraz.com.np’ has been prepared in the partial
fulfillment of the requirements of external evaluation for the degree Bachelor of
Business Administration. However, it wouldn’t have been possible without the kind
support and help of each individual.
We wish to express our deep sense gratitude towards faculty of E-commerce Mr.Roshan
Bhattarai for giving the opportunity to prepare this report along with his guidance,
valuable advice, support and inspiration. We would like to thank our colleagues and
well-wishers for their valuable comments, understandings, and encouragement when it
was required.
We would like to thank daraz.com.np for providing necessary information regarding
the project. We are grateful to all with whom we had the pleasure to work during this
project.
Thanks
Anisha Adhikari
Eljina Rayamjhi
Sanchita Adhikari
Sona Gurung
Yukesh Poudel

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APPROVAL SHEET

This is to certify that the report entitled ‘website review of daraz.com’is an academic
work done by group member: Sanchita Adhikari, Anisha Adhikari, Sona Gurung,
Yukesh Poudel and Eljina Rayamajhi, student of sixth semester ,submitted for the
partial fulfillment of the requirements of internal evaluation for the degree of Bachelor
of Business Administration at People’s Campus , affiliated to Faculty of management
,Tribhuvan University under the guidance and supervision of course instructor and
College Management.

Roshan Bhattrai Rameshwor Karmacharya
Faculty of E-commerce Program Coordinator
People’s campus
People’s Campus

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TABLE OF CONTENTS

TITLE PAGE………………………………………………………………………….
ACKNOWLEDGEMENTS ............................................................................................i

APPROVAL SHEET .....................................................................................................ii

TABLE OF CONTENTS............................................................................................. iii

CHAPTER I ...................................................................................................................1

INTRODUCTION .........................................................................................................1

1.1 Background of the study ............................................................................................ 1

1.2 Objectives of the study............................................................................................... 1

1.3 Methodology of the study .......................................................................................... 1

1.4 Limitation of the study............................................................................................... 2

CHAPTER: II.................................................................................................................3

ORGANIZATIONAL STUDY .....................................................................................3

2.1 Introduction of the website ........................................................................................ 3

2.1.1 E-commerce business model.............................................................................. 4

2.1.2 SWOT analysis .................................................................................................. 4

2.1.3 Product or service offered .................................................................................. 5

2.2 Review of website...................................................................................................... 6

2.2.1 Look and feel ..................................................................................................... 6

2.2.2 Content and catalogue management .................................................................. 6

2.2.3 Payment management ........................................................................................ 7

2.2.4 Security management......................................................................................... 8

2.2.5 Communication and collaboration management................................................ 9

2.2.6 Notification management................................................................................... 9

2.2.7 Profile and personalization management ......................................................... 10
2.2.8 E – marketing................................................................................................... 10

CHAPTER III ..............................................................................................................13

CONCLUSION, LESSON LEARNT AND RECOMMENDATION.........................13

iii

3.1 Conclusion ............................................................................................................... 13
3.2 Lesson learnt ............................................................................................................ 13
3.3 Recommendation ..................................................................................................... 13
REFRENCES ...................................................................................................................

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CHAPTER I

INTRODUCTION

1.1 Background of the study

This report is prepared for the partial fulfilment of internal evaluation of BBA students
of 6th semester of Tribhuvan University. The report provides information obtained
through website analysis and different services offered by one of the top online
shopping site i.e daraz.com.np. This report helps to gain information regarding the
development of e-commerce business. It also helps the students to implement the
theoretical knowledge in practical sector about the content and catalogue management,
payment management, security management, communication and collaboration
management, notification management, profile and personalization management, and
E-marketing.

Ecommerce business has been the center of attraction among the urban youth in Nepal
these days. The pandemic has further highlighted the importance of ecommerce among
the customers as well as vendors. In present scenario daraz is one of the leading
ecommerce site in Nepal. To understand various terminologies related to the website
and contribution of these websites in ecommerce we have chosen Daraz.com.np.

1.2 Objectives of the study

The objectives of the study are as follows:

 To review daraz one of the e-Commerce sites in Nepal.
 To know the working procedure of daraz.
 To find out the security tool and payment system used by daraz.
 To analyze the strength, weakness, opportunities and threats of the website
 To analyze the practical implication of the theoretical knowledge in the field of

ecommerce.

1.3 Methodology of the study

This report is based on secondary sources like journal, magazines, newspapers
articles, PowerPoint presentations, and websites. Other than secondary sources,
interaction and support from the colleagues, seniors, and other business people were
also taken into consideration.

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1.4 Limitation of the study
The study is conducted within limited time.

 No personal interactions were done to collect information.
 Secondary sources were used to collect information
 Validity of study depends upon the information found on the different website

of daraz.com

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CHAPTER: II

ORGANIZATIONAL STUDY

2.1 Introduction of the website
Emergence and usage of technology in Nepal has given birth to the e-commerce site
called daraz. Daraz is one of the emerging e-commerce sites in Nepal. Daraz is an online
market place and logistics company which operates in market of South Asia and
Southeast Asia. It was founded in 2012 as an online fashion e commerce marketplace
in Pakistan by Muneeb Maayr (founder)and Farees Shah(cofounder) at the based
venture builder, Rocket internet. Daraz group operates ecommerce platforms and
logistics service in Bangladesh, Myanmar, Nepal Pakistan and Srilanka. Bjarkr
Mikkelsen is the current CEO of daraz. In May 2018, daraz group was acquired by the
Chinese ecommerce company Alibaba group from rocket internet.
Daraz is a mall, a marketplace and a community for its customers. Daraz offers a diverse
assortment of products in categories ranging from consumer electronics to household
goods, beauty, fashion, sports, equipment and groceries. In the present context Daraz is
offering 22m products with 50000 sellers, 1100 brand ,10m+monthly users and
2m+packages monthly delivery all over the world. It is also a university for
entrepreneurs and every month it educates more than 5,000 new sellers on e-commerce
operations.
Daraz is registered in Nepal as an ecommerce site which brings buyer and seller
together. Daraz has quickly become Nepal's fastest growing online marketplace, Daraz
Nepal is one of the largest ecommerce plat form in Nepal. Daraz has launch its Android
and IOS mobile application for online homebased shopping to save time of consumers.
The application was developed with the motive of making online buying and selling
more convenient, easier and faster. Daraz has had its presence in Nepal since 2014,
when it was introduced as Kaymu.com. It was called as Daraz in 2016 when Rocket
Internet decided to merge Daraz and Kaymu under the new entity of Daraz Group.
Daraz Nepal has been under the leadership of Rajeev Amatya; the founder and
managing director of daraz.com.np.

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2.1.1 E-commerce business model

Daraz is an online platform with a wide assortment of products under one virtual roof.
Daraz provides the platform and technology to connect sellers and buyers all over
Nepal. This company adopts business to customers (B2C) ecommerce model as it
involves selling of goods and services directly to the consumers. In this model products
are directly sold to those consumers eliminating the middleman. It displays the product
information in its application through which consumer can buy the product. Daraz is an
E-tailer business which means it is an online version of retail store where consumer can
shop at any hour of the day or night.

2.1.2 SWOT analysis

Swot analysis is a strategic planning technique used by an organization to identify their
strength, weakness, opportunity and possible threats related to business competition.
The strength, opportunities, weakness and threats of daraz.com.np are as follows:

Strengths

 Convenient modes of payment are available such as debit card, credit card, cash
on delivery.

 Diverse branded products are available
 Display of information about the product and their prices.
 Offers ubiquity to customers
 Daraz has been able to use online marketing techniques such as social media

marketing.

Weaknesses

 Daraz has no proper control over the quality of product sold in their website so
there is often misrepresentation and customer often receive faulty order.

 It doesn’t facilitate language translation for some non- English users to make
online orders.

Opportunities

 Growing e-commerce sales.
 Rapid growth in online based customers
 Technology advancement can be done in order to remain competitive in the

market.
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 Increasing online advertisement in different social media like Facebook,
Instagram, you tube etc

 Providing 24 hours service inside and outside valley.
Threats

 Possibilities of emerging rivals and competitors
 High possibilities of scams and fraud among customer.
 Customers are well informed about the price in daraz web catalogue .so the rival

company can provide the product in low rate.
2.1.3 Product or service offered
The core mission of the daraz.com is to serve its customers and offer value in their
service. Currently daraz.com.np is offering 300,000 products with discounts and
vouchers.
Products
Electronic devices
Electronic accessories
Tv and home appliances
Health and beauty
Babies and toys
Groceries and pets
Home and lifestyle
Women’ and men’s fashion
Watches and accessories
Sports and outdoor
Automotive and motorbike
Services
Mobile application
Cash on delivery
Debit and credit card and 7 days return policy

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2.2 Review of website
The site can be used by a person with basic knowledge as the layout is simple and
effective. the design is very professional and well developed. The pages of website are
easier to read and understand. Daraz.com.np has their own application. This application
is easier to use. Product and the price can be clearly seen in the application. The rating
of this app is 4.5 out of 5. As customers find easier to use.
2.2.1 Look and feel
Look and feel of a website is how the site looks to the user and how it feels when
customer interacts with it. ‘look’ of a website deals with images, layout, color palette,
font choices and overall styling. feel deals with movement and response of dynamic
components like sound effects, speed by which pages and images load.
Look and feel of daraz.com.np can be described as stylish, friendly and professional.it
describes the products for sale with price and photos. It allows customer comment and
rate their products. The website images and pages are loaded in few seconds which
encourages users to use. Daraz has its mobile application which allows customers to
buy product from home. The app shows the product images with its price.
2.2.2 Content and catalogue management
The product catalogue in Daraz.com is easily visible in the left side of the screen when
you open the site. This feature has been introduced to the customers for their benefit as
it enables the users to search anything faster and easier because of the enlisted
categories. The products also have high quality pictures available which shows the
quality of products.

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2.2.3 Payment management
Cash on delivery is one of the most common payment systems in Nepal which is
gradually changing through digital payments like esewa, Khalti, mobile banking etc.
Cash on delivery being the easiest payment system, Daraz is also using this system. To
use this system following steps need to be followed:

 Click ‘Buy now’ to add the product to your cart
 Click ‘Go to next step’ in the right side
 Fill the contact details and shipping address
 Choose ‘cash on delivery’ payment option before conforming the order
Beside this the other option offered by Daraz is debit/ credit online cards which has
made payment effortless. Due to the recent corona outbreak, there is an increase in
digital customers as it provides contactless payments. For this type of payment, the
customers have to select the debit or credit card option and fill up the card’s detail at
the time of payment then the customer is asked OTP (one-time password) which is
provided by the respective bank so they can proceed for the payment.

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EMI payment
Daraz EMI (Easy Monthly Instalment) is a service that allows you to purchase certain
items through a monthly instalment payment plan using your credit card (with selected
banks). The full outstanding payment will be blocked on your credit card and released
as you pay your monthly instalments. These banks are offering installment in daraz:

2.2.4 Security management
The privacy policy of Daraz has been explained in the website which makes it easier
for the customers to be aware about the policies. It makes the consumer secure about
the transactions Daraz has been implementing various security measures to maintain
the personal information of the consumers safe. Daraz has been offering the use of a
secure server. Also, all the supplied credit information’s are transmitted via SSL
(Secure Socket layer) technology and then encrypted into the payment getaway
providers database which is only accessible by those who are authorized with special
access right to such systems. Hence, all the information is kept confidential.
Daraz has given a top priority to the consent of the customers as it ensures that the
collected information of the customers whether private or public will not be given, sold,
transferred or exchanged to any other organization or company whatever the reason be.
For the prevention of unlawful access or accidental loss or destruction or damage of
any information, Daraz has placed appropriate technical and security measures. When
the data are collected from the site, personal information about the users are collected
on a secure server where firewalls are used. The customers are also held responsible for
protecting the unauthorized access to the customer’s password and computer.

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2.2.5 Communication and collaboration management

Daraz has been using different kinds of social networking sites like Facebook,
YouTube, and Twitter, in order to attract and interact with customers. Daraz has built
large no. of customers through its various services and attracts customers. It has been
successful to attract customers day by day by providing services through web and
mobile apps, etc.

Frequently asked questions (FAQS)

1. How do I return my item?
2. How can I track my order?
3. Do I have to pay for my return?
4. How do I find and use refund voucher?
5. How to pay via eSewa on Daraz?
6. How long is the return process?
7. Can I return my item?
8. What easy monthly installments (EMI)?

Methods of communication

Customer and visitors can deal with daraz through various sites and mobile apps or
physically visiting daraz. If customer want to contact through phone then they can call
to daraz.com through the number or email them.

2.2.6 Notification management

Notification is the instant way to notify the user about the activities and updates done
on the particular e-commerce business. For attracting a large amount of traffic and more
user engagement on the site, notification proves to be most efficient technique.
Notification make the customer aware of the products, features and facilities which are
newly introduced, and hence also proves to be the fastest and most effective way for
advertisement. It can also be used to track order by the consumers. This is usually
achieved through several communication channels like email, SMS, social media, push
notifications etc.

Daraz.com has provided facility to notify the customer. First login to your account using
Daraz user id and password, secondly click on your name at the top right corner, thirdly
click on” manage my account” and under “Personal profile” click on “Subscribe from

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our newsletter”. Popup message will appear on your screen to subscribe, read daraz
Privacy policy and click on subscribe button. You will get subscribe then and there. It
can only be done through website.

Daraz.com notify their customer about mega sale, special offer, discount on the
products and other benefits. And also, daraz constantly notify their customer about the
new arrivals of products and other offers on festivals and occasions.

2.2.7 Profile and personalization management

For the retention of the existing customers and to attract new customers the ecommerce
site most give proper attention to their all customers. Daraz.com maintains its personal
attention with customers in following ways:

Profiling

Online profiling is the collection of information about Internet surfing behavior across

many different websites for the purpose of formulating a profile of users' habits and
interests. Daraz.com collect, store and process personal information such as name,
gender, date of birth, email address, postal address, delivery address, telephone number,
mobile number, fax number, payment details or bank account details.

Personalize product

Personalizing product means firstly knowing customer better and personalizing the
goods to meet the customer’s needs. Providing them the goods which satisfy them fully.
Products are classified according to gender, appliances, sports, beauty, tabs, appliances,
stationery, decoration and travel products etc.

Recommendation

Daraz.com recommend the products which are on more demand. Daraz.com provides
recommendation of various products and services with same feature according to the
consumer’s click to the website.
2.2.8 E – marketing

E-marketing strategy helps you to reach and connect with your target audience in a
personalized way and increase sales at affordable cost. E marketing tools gives your
business the ability to reach customers easier than ever. Some of the marketing of
daraz.com.np are as follows:

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Direct mail: Daraz constantly sends emails to its associated customer in case of any
offers and discounts in their offered product. Daraz provides occasional offers such as
festival offer, mega sale 12.12 etc

Facebook: Daraz has created its own Facebook page account to connect and share
information with the customers. It has been posting their products and their prices.
Different offers are explained through Facebook and the method of payment in it.

Instagram: Daraz Nepal has its own Instagram account with 118k followers. Same as
Facebook this media also provides the information regarding different offers in the
product.

Search ads: Daraz places its online advertisement on the web pages that show results
from search engine queries. This increases the promotion of the Daraz’s website by
increasing its visibility in search engine result pages primarily through paid advertising.

Daraz affiliate marketing program: in this program content creators, bloggers
publishers use customized linking tools to direct their customers to product available
on daraz and earn money/ service fee on qualifying products.

 If your product is damaged, defective, incorrect or incomplete at the time of
delivery, return request should be filed on the app or website within 14 days for
Dmall items and 7 days for non-Dmall items of the delivery date.

 For selected categories, Daraz accept a change of mind: Men’s Fashion,
Women’s Fashion, Men’s bags, Women’s bags, Luggage & Suitcase, Bedding,
Bath. Exceptions are Women's intimate wear, men's innerwear and overseas
products.

 For device related issue customer should contact the seller.

Valid Reasons to Return an item:

 Delivered product is damaged (it is broken or has dents and scratches), defective
or it is expired.

 Delivered product is incorrect, not as advertised on website, or counterfeit (fake
or replica)

 Delivered product is of incorrect size or does not fit you

 Delivered product is incomplete (missing items, accessories or freebies)

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 Delivered product is no longer needed (you don't want the item anymore or you
changed your mind) - eligible for selected products only.

Offers in Daraz
Different banks are providing weekly discount facilities. Some of the are as follows:
Marvelous Monday: Sanima Bank offers a 10% discount on prepayment with a
maximum discount value of Rs. 500/-.
Wednesday Special: NIC ASIA offers a 10% discount on prepayment with a maximum
discount value of Rs. 500/-.
Fabulous Friday: NABIL Bank offers a 10% discount on prepayment with a maximum
discount value of Rs. 500/-.
Saturday Special: Standard Chartered offers a 10% discount on prepayment with a
maximum discount value of Rs. 500/-.
Super Sunday: Siddharth Bank offers a 15% discount on prepayment with a maximum
discount value of Rs. 500/-

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CHAPTER III

CONCLUSION, LESSON LEARNT AND
RECOMMENDATION

3.1 Conclusion

E commerce has been an essential platform for business to flourish and mass advertise
their products. Due to the effective use of internet and social media e commerce
business are growing day by day. Since, online shopping is growing day by day,
darza.com.np is one of the leading site in Nepal. The main objective of this report is to
analyze daraz.com.np existing ecommerce activities in the company, its features and
find out the problems and requirements in the website. The report concludes that the
daraz.com.np has both the weaknesses and strength. They provide branded products to
the customer and their product with prices can be clearly seen in the application.
Whereas they have limited payment methods such as cash on delivery, debit card, credit
card. The report also concluded that the site is not able to use advance security like
digital signature, digital certificate. From this report we find out that it satifies the need
of the cutomer and provides greater customer experience on the website. But we
couldn’t acess to the depth of the website due to the confidentiality policy of the
website.

3.2 Lesson learnt

From the website review and report writing. We got various information regarding e
commerce. Some of the lesson that we learnt are as follows:

 We got to know about the features of daaz.com.np
 Found about the strength and weakness of the website.
 Learnt to communicate with other people.
 Learnt to work and coordinate with team members.
 Learnt to plan and manage time.

3.3 Recommendation

After anlayzing the app we thought of providing some recommendation to the website.

 Daraz.np can include more categories such as property and job sector.
 Security and fraud prevention should be maintained to get easy access.

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 Daraz.np sould provide enough information regarding the product as customer
might loose interest over the product.

 While doing research we found that the delivery process is quite lengthy and
the product are not delivered on time. So they should improve their delivery
process.

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REFRENCES

Saud, A. S., & Bhusal, R. (2016). E-COMMERCE. Kathmandu: Kriti Book Publishers
and Distributors Pvt.Ltd.

https://helpcenter.daraz.com.np
https://en.wikipedia.org/wiki/Daraz
https://www.daraz.com.np/