Analyzing the Customer Perception on Online Shopping: A Case of Daraz Bangladesh Limited

Abstract

Customer perception encompasses a customer’s impression, awareness and consciousness about a company or its offerings. This perception directly affects the attraction of new customers and the capacity to maintain good relationships with current customers. Based on the customer perception marketers can identify whether their customers are happy with them or not and accordingly they can fabricate the strategy to develop positive perception among the customer group with suitable value proposition. This study aims at exploring the customer perception of online shopping experience with regard to Daraz Bangladesh Limited. Now people are increasingly interested in e-business. For most of the people in Bangladesh, Amazon, Alibaba. Flipkart are not alien concepts. We have a lot of e-commerce sites, such as click BD, bikroy.com, ekhanei.com, daraz.com.bd, Kaymu, food panda, Hungrynaki etc. It is a thriving industry, so there is plenty of sectors to work on to make the online purchase with a better experience. Problems had to be uncovered in order to improve a service. With the intention of being aware of the problematic areas of Daraz.com Bangladesh in which Daraz should work on, this paper has been written.

Daraz Bangladesh is essentially an e-commerce firm which gives convenient online shopping opportunity to its buyers and an online showroom to its sellers. The organization trusts that the e-commerce segment in Bangladesh will blast in not so distant future in view of technological progression and accessibility of web. Thusly, it chose to get the early market in the business so it can pick up client’s validity and has the first mover advantage. However ,There are some industries that act as roadblocks to giving clients with a better online buying experience. For the corporation this is a concerning issue .It’s a highly competitive market, so if the service is not able to keep up , the company will struggle to remain competitive in the long run . A survey was conducted in order to obtain brilliant results and a thorough analysis of the situation regarding the customer perception of Daraz online shopping experience. The sources contained reviewing clients, surveying customers, site substances, and write-ups. Both the positive and negative comments are gathered so that a picture can be drawn regarding the consumer perception of Daraz online shopping service. Study finds that, most important variables influence consumer positive perceptions are convenience, guaranteed delivery/reliability, product quality, availability of customer care service, alternative payment methods, and return policy and method. Several recommendations are also forwarded.