THESIS ON

Delivery Management System

of E-Commerce in Bangladesh
An Internship Report Presented to the School of Business in Partial Fulfillment of
the Requirements for the Degree of Master of Business Administration.

Submitted To

Rabeya Bashri
Lecturer
School of Business.
University of Information Technology & Sciences.

Submitted By
Student ID Student Name
12410402 Shahadat Hossain Sagor

Submission Date
24th November, 2018
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Delivery Management System of E-Commerce in Bangladesh

Certificate of Supervisors

This is to certify that Shahadat Hossain Sagor, student of Bachelor of Business Administration (bBA),
major in Finance, Id 12410402 from University of Information Technology & Sciences has completed
her/his Internship under my supervision as a partial requirement for the degree of Bachelor of
Business Administration, major in Human Resource Management (HRM),. This Internship Report
entitled on “Delivery Management System of E-Commerce in Bangladesh”. I have gone through this
paper and no signs of plagiarism have been observed in it.

I wish every success in her/his life.

Rabeya Bosri
Lecturer,
School of Business.
University of Information Technology & Sciences.

Internship Report: Shahadat Hossain Sagor , ID: 12410402 i i

Delivery Management System of E-Commerce in Bangladesh

Students Declaration

I, Shahadat Hossain Sagor, Id; 12410402, student of University of Information Technology &
Sciences, hereby declare that the Internship report on “Delivery Management System of E-
Commerce in Bangladesh” presented to the School of Business., is the outcome of the
Dissertation report performed by me under the supervision of Rabeya Bosri, Lecturer, School of
Business., University of Information Technology & Sciences I also declare that no part of this report
submitted elsewhere for the award of any degree, diploma or recognition.

Shahadat Hossain Sagor

Id: 12410402,
School of Business.
University of Information Technology & Sciences.

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Delivery Management System of E-Commerce in Bangladesh

Letter of Transmittal
September 10, 2018

Rabeya Bosri
Lecturer,
School of Business.,
University of Information Technology & Sciences.

Subject: Submission of Internship Report.

Dear Sir/Madam,
With due respect, I would like to inform you that it is a great pleasure and privilege to present
the The-sis paper titled “Delivery Management System of E-Commerce in Bangladesh” which
was assigned to me as a partial requirement for the completion of MBA Program.
Throughout the study I have tried the best of my capacity to accommodate as much as information
and relevant issues as possible and tried to followed the instructions that you have suggested. I put
my best effort to make this report such as much detailed as possible. I sincerely believe that this
report would satisfy and meet the requirements and will serve the purpose of my dissertation.

I am grateful to you for your kind guidance and cooperation at every step of my endeavor during
preparing this report. It would be a great help for if you kindly take some time to go through the
report and evaluate this. It will be a big reward for my effort if it adds value to the research literature.

Yours Sincerely,

Shahadat Hossain Sagor

Id: 12410402
School of Business.,
University of Information Technology & Sciences

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Delivery Management System of E-Commerce in Bangladesh

ACKNOWLEDGMENT

Rabeya Bosri, Lecturer, School of Business., University of Information Technology & Sciences. At
first I would like to express my gratitude to the almighty Allah who has given me the opportunity to
go through the whole process of Internship Report and to write a report on this regard successfully.

I would like to acknowledge my heartiest gratitude to the Honorable Faculty of University of

Information Technology & Sciences, Rabeya Bosri, Lecturer, School of Business., who has
given me the full support and suggestions for preparing the Internship Report successfully,
which has become an excel-lent way of understanding the topic of my Internship Report.

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Delivery Management System of E-Commerce in Bangladesh

EXECUTIVE SUMMARY

Electronic commerce or e-commerce is a term for any type of business, or commercial transaction that
involves the transfer of information across the internet. It is currently one of the most important aspects of
the internet to emerge. E-commerce has grown rapidly Worldwide and also in Bangladesh. At present
internet services are available in Bangladesh. Its usage for e-commerce by Bangladeshi producers to
expert as well as to access inputs will be dependent on their willingness and ability to use this medium as
well as that of the buyers of final products and the sellers of intermediate goods and services. In
Bangladesh, among the dimensions of e-commerce, there is a limited application and use of B2C e-
commerce. But a significant portion of total e-commerce websites are engaged in C2C e-commerce
which is auction based commerce between consumers to consumer. Other fields are not yet much
developed in Bangladesh. There are many reasons behind this one simple reason this country is not so
developed and most of its citizens are poor and uneducated. It is quite natural that there are few
customers who is willing and can shop in internet. It might take years to be developed in this sector in
Bangladesh, but there are evidence found that it is also growing rapidly and soon will reach at a
prosperous stage. Thousands of development organizations have gone online in the past five years,
having realized the importance of the Internet for the exchange and distribution of information. With the
rise in e-commerce activities over the Internet, and the subsequent decline in development aid over the
past five years, development organizations may be able to tap into this new business modality to offset
their operating costs. Exponential growth of internet population and utilization of its potentials in various
sectors induce Bangladesh to be connected with information super highway, thus performing business
and transactions over internet has become easier particularly for B2B sec-tor. Although hype is existed
among different stakeholders of various countries around the world in participating electronic
communication and transactions, the trend, size and volume of transactions are varied. It is apparent that
the developed countries like United States and Europe are presently the market leader of e-commerce.
Exponentially increasing trend of internet population and usage of its various utilities formed a broader
community, called e-community and tempted transforming its func-tion to a brand new market arena from
being operated as a medium of communication. The special advantages of e-commerce like, Opportunity
to operations, easy global reach, lower cost of acquiring, serving and retaining customers, easy to build
an extended enterprise, improve customer service and de-intermediation tempt the world business
community to adopt e-commerce. The paper looks at the benefits of e-commerce that affect
implementation to adopt different modes of e-commerce in view of establishing digital transactions and
businesses enabling the countries business organizations to cope with the ongoing global challenges.
Basing on an extensive survey investigating e-business opportuni-ties through a structured research
instrument the study will report Lower Communication Cost, Easy Global Reach, Increase Customer
Base, Increase Sales, Enhance Company Image, Achieve Future Business Potential are the major
benefits of e-commerce adoption in Bangladesh.

Internship Report: Shahadat Hossain Sagor , ID: 12410402 v v

Table of Contents

Page Number
1 INTRODUCTION 2
1.1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . ............ 2
1.2 Background of the Study . . . . . . . . . . . . . . . . . . . . ............ 2
1.3 Statement of the Research Problem . . . . . . . . . . . . . . . ............ 3
1.4 Research Objectives . . . . . . . . . . . . . . . . . . . . . . . ............ 4
1.5 Limitations of the Study . . . . . . . . . . . . . . . . . . . . ............ 4
2 LITERATURE REVIEW 6
2.1 Literature Review . . . . . . . . . . . . . . . . . . . . . . . . ............ 6
3 METHODOLOGY 9
3.1 Methodology . . . . . . . . . . . . . . . . . . . . . . . . . . ............ 9
3.2 Research Design . . . . . . . . . . . . . . . . . . . . . . . . ............ 9
3.3 The Population . . . . . . . . . . . . . . . . . . . . . . . . . ............ 9
3.4 The Sampling Procedure . . . . . . . . . . . . . . . . . . . . ............ 9
3.5 Data Collection Procedure . . . . . . . . . . . . . . . . . . . ............ 9
3.6 Data Processing Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
4 PRESENTATION AND ANALYSIS OF DATA 12
4.1 Descriptive Analysis . . . . . . . . . . . . . . . . . . . . . . ............ 12
4.2 Correlation Analysis . . . . . . . . . . . . . . . . . . . . . . ............ 12
4.3 Inferential Analysis . . . . . . . . . . . . . . . . . . . . . . . ............ 13
4.4 Delivery Management System of E-Commerce in Bangladesh ............ 13
4.5 E-Commerce Business Sites in Bangladesh . . . . . . . . . . ............ 19
4.6 Report on Delivery Management System of E- Commerce . . ............ 21
5 SUMMARY AND CONCLUSIONS 28
5.1 Summary of Findings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
5.2 Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
5.3 Conclusions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
6 BIBLIOGRAPHY 31
6.1 Website . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............ 31
6.2 Books . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............ 31
6.3 Journals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............ 31
6.4 References . . . . . . . . . . . . . . . . . . . . . . . . . . . ............ 31
7 APPENDIX 33
7.1 Appendix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

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Delivery Management System of E-Commerce in Bangladesh

chapter I
INTRODUCTION

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Chapter 1

INTRODUCTION

1.1 Introduction
Rapid growth of world‘s internet population and adoption of ICT in different sectors have reshaped
the way of communication and demand utilizing its potentials to the development of trade and com-
merce. Speed, efficiency, effectiveness, energy and other uniqueness of the technology made it as
the fastest adopted and diffused technology until the 21st century.

The explosion in the use of electronic commerce (e-commerce) by the business sector has been
tremendous since its inception only a few years ago. From governments to multinational companies
to one-person start-ups, e-commerce is increasingly viewed as a key business modality of the
future. Ease of transaction, widening markets, and decreased overheads are factors that make e-
commerce solutions more and more attractive, as evident with the growth of online sales.
The world trade organization and different round discussions on the trade related issues have
opened up a new arena of global competition. Developing countries technological fitness is must in
searching new market and making buyer-seller relationship to achieve the competitiveness in the
global market. The World Wide Web (WWW) can be considered as the right way which provides the
opportunity to overcome the barrier of time and place in building buyer-seller relationship. Thus, E-
Commerce should be adopted as the effective media for marketing and selling of a product or
services through the internet.
This paper contains a brief discussion on different aspects of E-Commerce through the internet: The
Bangladesh Perspective which includes Internet activities, e-business and e-commerce concepts,
types, payment systems, m-commerce, e-commerce in Bangladesh.

1.2 Background of the Study

This is the era of information and communication technology. The leading concern of electronic
revo-lution in this 21st century is to establish and ensure a better, easy and comfortable way of
management, communication and development with the use of information technology. E-
commerce has become a buzzword of present information technology. It is the process of
conducting all forms of business through computer network and digital communication. Increasing
domestic and global competition, economic downturn, rapidly changing market trends, and volatile
financial markets have all added to the pressure on organizations to come up with effective
responses to survive and succeed. Further-more, easing of international trade barriers, economic
liberalization, globalization, and deregulation have led to several challenges for organizations in
developing and newly industrializing economies like Bangladesh. E-commerce is widely used in
performing B2B operations in different part of the world. Copping up the ongoing threats and
opportunities Bangladeshs business organization‘s should comply with the advancement. E-
commerce consists of all internet users of the world. The mem-bers of the community can interact
with each other at any time without considering the distance gap. Time, place and national boundary
do not make any obstacle to build and maintain the relationship. The internet has opened up a new
horizon for commerce, namely electronic commerce (e-commerce).

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Delivery Management System of E-Commerce in Bangladesh

It entails the use of the internet in the marketing, identification, payment and delivery of goods and
services. At present internet facilities are available in Bangladesh. Slowly, but steadily these
facilities are holding a strong position in every aspects of our life. E-commerce is one of those
sectors which need more attention if we want to be a part of global business. Bangladesh is far-far
away to adapt the main stream of e-commerce application. Though government is shouting to take
the challenges of e-commerce, but they do not take the right step, that is why e-commerce dose not
make any real contribution in our socio-economic life. A question frequently strikes our mind: Is the
realities in the developing countries like Bangladesh, where access to modern technologies is very
limited, meet the philosophy of e-commerce? This paper aims at examining whether there is any
gap between the phi-losophy of the e-commerce and the reality in the developing countries like
Bangladesh and identifies the factors lies behind this gap. Then this paper suggests some
measures to be taken to minimize the gap.

1.3 Statement of the Research Problem

This report is a partial task for the completion of M.B.A program. This report is mainly for searching
the answers of the following questions:

i) What are the growth and use patterns of e-commerce?

ii) How are various departmental operations like Web developing, E-commerce Networking?

iii) What are some e-commerce lessons, challenges and solution for developing countries?

iv) What are the opportunities and threats for implementing e-commerce?

v) What are the requirements for the amendment of the related legislation’s facilitating e-commerce?

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Delivery Management System of E-Commerce in Bangladesh

1.4 Research Objectives

The aim of the research is to investigate the challenges of implementation of delivery management
system of e-commerce in Bangladesh.

General Objective

To get experience in e-commerce practice and delivery management system, this will give us an op-
portunity to understand the electronic transaction, delivery management system with maintaining its
quality and its limitations as well as the way to overcome them.
Specified Objective

The specific objectives of my whole study are as follows:

1. To fulfill the requirement of my M.B.A in University of Information Technology & Sciences.
2. To examine infrastructural situation of the country to prosper electronic commerce system in
Bangladesh.

3. To learn various departmental operations like Web developing, E-commerce.

4. To learn about the delivery management system used by E-commerce firm to reach the
consumers networking.

5. To present my observation and suggestions about E-commerce in Bangladesh.

6. To make a light on delivery system by e-commerce firms used their pros and cons.

7. To make myself more confidant and active in future to handle my job.

1.5 Limitations of the Study

Maximum effort was given to make the study a successful one, but it suffers from some limitation
those were apparently unavoidably. The major ones were:

Shortage of Time Period

The major limitation faced to carry out this project was mainly time constraints. It hindered the
course of vast area and time for preparing a report within the mentioned period is really difficult.

Secrecy of Management

The authority of the organizations did not disclose much information for keeping the organization
confidential. So, some data could not been collected for confidentiality or secrecy of management.
Busy Working Environment

The officials had some times been unable to provide information because of their huge routine work.
So, we could not gather vast knowledge about the critical issues. It is really difficult to gather data
from the place where people do not know me for a long time.
Lack of Information

In the website, information of e-commerce practice in several companies was limited.

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Delivery Management System of E-Commerce in Bangladesh

chapter II
LITERATURE REVIEW

Internship Report: Shahadat Hossain Sagor , ID: 12410402 5

Chapter 2

LITERATURE REVIEW

2.1 Literature Review

An expansion of the literature and an analysis of various kinds of text books, articles, journal and
common related website in the field of customer service in e-commerce are reviewed in this study.
Principles and techniques are used to introduce a general knowledge regarding to electronic trans-
action and its benefit and advantages of the customer service strategy. Adding the point, a critical
analysis on theories that explains queries about how the customer service can provide that service
is one of the main stream of business for sustain and enhance the business that maintaining the
pre-vious customer and gaining potential customers. Buffam (2012) depicted that companies that
build the better e-business solutions will outperform their competitors. Companies that build the very
best e-business solutions will transform themselves into zero-latency enterprises. Companies that
choose not to embrace e-business, or do so ineffectively, will underperform or be driven out of
business.

Turban et al. (2012) argued that following points of managerial issues are very important: Focus of
Electronic commerce management; Sales promotion; Purchase process re-engineering; Just-in
Time delivery; new electronic intermediary business; Provision of solutions; Business ethics.

Hoq, Kamal and Chowdhury (2012) argued that a key reason why ecommerce, especially the
business-to-business segment, is growing so quickly is its significant impact on costs associated
with invento-ries, sales execution, procurement, intangibles like banking, and distribution costs.
Uddin and Islam (2012) observed that the multifarious projections of ICT in human life plead a win-
ing case for institutional integration of ICT related components in rural support programs taken by
Governments and NGOs. Chaffey (2006) dealt with strategy and applications of E-Business and E-
Commerce in a logical but robust manner. He stressed that e-business and e-commerce is very im-
portant for management implications as such a bridge to link leading edge research and
professional practice is required.

From the aforesaid literature review, it is evident that on line banking can act as a complementary
towards e-business. With the help of e-business the country can create opportunities as this will
help both producers and customers. But these theoretical observations may not be feasible in this
country. As such the study seeks to evaluate whether the country has proper infrastructure for doing
e-business? What are the statuses of e-business in our country? Does on line transaction really
works as a comple-mentary to e-business in Bangladesh? Aforesaid questions arises which the
study intends to examine.
From the aforesaid literature review, it is evident that on line banking can act as a complementary
towards e-business. With the help of e-business the country can create opportunities as this will
help both producers and customers. But these theoretical observations may not be feasible in this
country. As such the study seeks to evaluate whether the country has proper infrastructure for doing
e-business? What are the statuses of e-business in our country? Does on line transaction really
works as a comple-mentary to e-business in Bangladesh? Can Delivery management system
reduce the hassles to reach customer? What kind of delivery management firms are found in
Bangladesh? And so more how do they act to reach customer and better performances? Aforesaid
questions arises which the study intends to examine.

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Delivery Management System of E-Commerce in Bangladesh

This report is important for further researchers in their research. Im pretty sure that this report will
add value to the existing research. This report is prepared in a structured way and it is full of
important information.

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Delivery Management System of E-Commerce in Bangladesh

chapter III
METHODOLOGY

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Chapter 3

METHODOLOGY

3.1 Methodology
In conducting a research on a certain issue researcher has to adopt some methods and techniques.
The logic of certain methodological approach depends on the nature and purpose of the study, and
cost factors are also considered in any particular approach. The present study is designed to get an
overall idea about the present scenario of Delivery Management System of E-Commerce in
Bangladesh. In this perspective qualitative method has been used during data collection, and open
ended question are asked to interviewee.

3.2 Research Design

The study is conducted only based of secondary data and these data are collected from websites,
jour-nals, daily newspaper, and E-Commerce in Bangladesh articles.

3.3 The Population

Population is the total group of people who meets certain criteria of interest to the researcher is
called population. In this research the target population comprises the E-Commerce in Bangladesh
who pur-chase from online shopping.

3.4 The Sampling Procedure

The sample has been taken from E-Commerce in Bangladesh, which are enlisted in percent of the
entire population. The Random sampling techniques has chosen for the study.

3.5 Data Collection Procedure

The study has been conducted on the basis of secondary data for the purpose of in-depth
investigation of the study. The secondary data have been collected from related journals,
newspapers, published research reports, published books, articles in E-Commerce in Bangladesh.

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Delivery Management System of E-Commerce in Bangladesh

3.6 Data Processing Procedure

The data collected from the secondary sources are presented with the descriptive statistical tools
like simple average, graphs, percentage and inferential statistical tools like multiple regression
analysis in order to make a conclusion that supports the study objectives.

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Delivery Management System of E-Commerce in Bangladesh

chapter IV
PRESENTATION AND
ANALYSIS OF DATA

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Chapter 4

PRESENTATION AND ANALYSIS

OF DATA

4.1 Descriptive Analysis

During 1950 companies started using computers to record and processing intestinal business
activity record. In 1960, punched card was used to perform transaction by companies which has to
maintain large volume of transaction records (Mohiuddin, 2014). In the year 1968, Transportation
Data Co-ordination Committee (TDCC) was formed (E-Commerce Policy Framework for
Bangladesh, 2017). To develop uniform Electronic Data Interchange (EDI) in 1979, American
National Standard Institute (ANSI) made a new committee (Mohiuddin, 2014). It was Michael Aldrich
who introduced online shopping first in 1979 for online ordering, Minitel (a french telecom company)
introduced country-wide online ordering. It was Mrs Jane Snowball who utilized the Gateshead
Tesco framework to purchase basic supplies in 1984 which is recorded as the first e-commerce
transaction in the worlds history (Mohiuddin, 2014). Finally, by 1994 bank transaction were
performed and thus e-commerce started its journey.
With the evolution of online-based market, marketing is now progressively mixing the information
technologies. Business market is now differentiated on different set-up via electronic business. The
worldwide business is rapidly heading towards Business-to-Business (B2B) through e-commerce.
Most of the businesses are increasingly advertising their products through online and promote their
goods or services.
In Bangladesh, e-commerce business started when first payment processor vendor SSL
COMMERZ started their business in 2010. In addition, with the advancement of WIMAX technology
during that time internet speed got better and many of the online business platforms started, for
example cell-bazar, ajkerdeal, rokomari, akhoni [now bagdoom] etc.

4.2 Correlation Analysis

Delivery Management System of E-Commerce in Bangladesh in terms of efficiency, customer satis-
faction, services, sound management and profitability having strong liquidity.
To build E-Commerce in Bangladesh into an efficient, market driven, customer focused with good
corporate governance structure. Continuous improvement of our business policies, procedure and
ef-ficiency through integration of technology at all levels.

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Delivery Management System of E-Commerce in Bangladesh

4.3 Inferential Analysis

To provide the most courteous and efficient service in every aspect of its business. To be innovative
in the development of new products and services.

4.4 Delivery Management System of E-Commerce in Bangladesh

E-Commerce
E-Commerce is buying and selling goods and services over the Internet. E-Commerce is part of e-
business as specified electronic business. E-business is a structure that includes not only those
transactions that center on buying and selling goods and services to generate revenue, but also
those transactions that support revenue generation. These activities include generating demand for
goods and services, offering sales support and customer service, or facilitating communications
between business partners. By the help of the flexibility offered by computer networks and the
availability of the Internet , E-commerce develops on traditional commerce . E-commerce creates
new opportunities for performing profitable activities online. It promotes easier cooperation between
different groups: businesses sharing information to improve customer relations; companies working
together to design and build new products/services; or multinational company sharing information
for a major marketing campaign.
The followings are the business uses of the Internet. These services and capabilities are a core part
of a successful e-commerce program. They are either parts of a value chain or are included as
supporting activities:

Buying and selling products and services

Providing customer service

Communicating within organizations

Collaborating with others

Gathering information (on competitors, and so forth)

Providing seller support

Publishing and distributing information

Providing software update and patches

Airline and travel tickets, banking services, books, clothing, computer hardware, software, and other
electronics, flowers and gifts are some popular products and services that can be purchased online.
Several successful e-businesses have established their business models around selling these
products and services. E-Commerce has the potential to generate revenue and reduce costs for
businesses and entities. Marketing, retailers, banks, insurance, government, training, online
publishing, travel indus-tries are some of the main recipients of e-commerce. For instance, banks
use the Web for diverse business practices and customer service.

Comparing Traditional Commerce and E-Commerce In e-commerce there may be no physical store,
and in most cases the buyer and seller do not see each other. The Web and telecommunications
tech-nologies play a major role, in e-commerce. Although the goals and objectives of both e-
commerce and traditional commerce are the same selling products and services to generate
profitsthey do it quite differently. Traditional commerce presents product information by using
magazines, flyers. On the other hand, e-commerce presents by using web sites and online catalogs.
Traditional commerce com-municates by regular mail, phone yet e-commerce by e-mail. Traditional
commerce checks product availability by phone, fax and letter. However, e-commerce checks by e-
mail, web sites, and internal networks. Traditional commerce generates orders and invoices by
printed forms but e-commerce by e-mail, and web sites. Traditional commerce gets product
acknowledgments by phone and fax.

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Delivery Management System of E-Commerce in Bangladesh

On the other hand, e-commerce gets by email, web sites, and EDI. It is important to notice that
currently many companies operate with a mix of traditional and e-commerce. Just about all medium
and large organizations have some kind of e-commerce presence. The followings are some
examples, Toys-R-Us, Wal-Mart Stores, GoldPC, and Vatan Computer.

E-Commerce and Value Chain

Typical business organizations (or parts within a business organization) design, produce , market ,
deliver , and support its product(s)/service(s). Each of these activities adds cost and value to the
product/service that is eventually distributed to the customer. The value-chain consists of a series of
activities designed to satisfy a business need by adding value (or cost) in each phase of the
process. In addition to these primary activities that result in a final product/service, supporting
activities in this process also should be included:

Managing company infrastructure

Managing human resources

Obtaining various inputs for each primary activity

Developing technology to keep the business competitive

For instance, in a furniture manufacturing company, the company buys wood (raw materials) from a
logging company and then converts the wood into chair (finished product); chairs are shipped to
retailers, distributors, or customers. The company markets and services these chairs products.
Those are the primary activities (value-chain) that adds value and result in a final product/service for
the company. Value-chain analysis may highlight the opportunity for the company to manufacture
prod-ucts directly . This means, for furniture manufacturer, it may enter in the logging business
directly or through partnership with others. The value chain may continue after delivering chairs to
the furniture store. The store, by offering other products/services and mixing and matching this
product with other products, may add additional value to the chair.

The Internet can increase the speed and accuracy of communications between suppliers, distributors
and customers. Furthermore, the Internet’s low cost allows companies of any size to be able to take
advantage of value-chain integration. E-commerce may improve value chain by identifying new op-
port unities for cost reduction. For instance, using e-mail to notify customers instead of using regular
mail helps for reducing cost. Selling to distant customers using the company web site may allow
revenue improvement or generation. These sales may not have been materialized otherwise or selling
digital products such as songs or computer software or distributing software through the Web. Offer-
ing online customer service or new sales channel identification helps for product/service improvement.

Major Types of E-Commerce

The several types of e-commerce in use today are classified based on the nature of the transac-tions:
Business-to-Consumer (B2C), Business-to-Business (B2B), Consumer-to-Consumer (C2C),
Consumer-to-Business (C2B), and Non-Business and Government, and Organizational (Intra-
Business).

Business-to-Consumer E-Commerce
In B2C e-commerce, businesses sell directly a diverse group of products and services to customers
. In addition to pure B2C e-commerce players such as Amazon.com, and hepsiburada.com other
traditional businesses have entered the virtual marketplace by establishing comprehensive web
sites and virtual storefronts. In these cases, e-commerce supplements the traditional commerce by
offering products and services through electronic channels. Wal-Mart Stores, and the Gap are
examples of companies that are very active in B2C e-commerce. Some of the advantages of these
e-commerce sites and companies include availability of physical space (customers can physically
visit the store), availability of returns (customers can return a purchased item to the physical store),
and availability of customer service in these physical stores. Figure 3.1 illustrates a B2C
relationship. In the figure ISP, means Internet service provider.

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Delivery Management System of E-Commerce in Bangladesh

Business-to-Consumer E-Commerce Cycle

There are five major activities involved in conducting B2C e-commerce. The B2B E-Commerce
model uses a similar cycle are following:

1. Info Sharing
A B2C e-commerce may use some or all of the following applications and technologies to share in-
formation with customers: Online advertisements, e-mail, newsgroups/discussion groups, company
web site, online catalogs, message board systems, bulletin board systems, multiparty conferencing.

2. Ordering
A customer may use electronic e-mail or forms available on the company’s web site to order a
product from a B2C site. A mouse click sends the essential information relating to the requested
piece(s) to the B2C site.

3. Payment
Credit cards, electronic checks, and digital cash are among the popular options that the customer
has as options for paying for the goods or services.

4. Fulfillment
Fulfillment that is responsible for physically delivering the product or service from the merchant to
the customer. In case of physical products(books, videos, CDs), the filled order can be sent to the
customer using regular mail, MNG, Yurtii Cargo, FedEx, or UPS. As expected for faster delivery, the
customer has to pay additional money. In case of digital products (software, music, electronic doc-
uments), the e-business uses digital documentations to assure security, integrity, and privacy of the
product. It may also include delivery address verification and digital warehousing that stores digital
products on a computer until they are delivered. The e-business can handle its own fulfillment
opera-tions or outsource this function to third parties with moderate costs.

5. Service and Support

It is much cheaper to maintain current customers than to attract new customers. For this reason, e-
businesses should do whatever that they can in order to provide timely, high-quality service and
support to their customers. As e-commerce companies lack a traditional physical presence and
need other ways to maintain current customers, service and support are even more important in e-
commerce than traditional businesses. The following are some examples of technologies and
applications used for providing service and support: (E-mail confirmation, periodic news flash, and
online surveys may also be used as marketing tools.)

E-mail confirmation:
In most cases, the e-mail confirmation provides the customer with a confirmation number that the
customer can use to trace the product or service. E-mail confirmation promises the customer that a
particular order has been processed and that the customer should receive the product/ service by a
certain date.

Periodic News Flash:

They used to give customers with the latest information on the company or on a particular product
or offering.

Online Surveys:
Their results can assist the e-commerce site to provide better services and support to its customers
based on what has been collected in the survey, even though online surveys are mostly used as a
marketing tool.

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.
Help Hesks:
They provide answers to common problems or provide advice for using products or services. They
are used for the same purpose as in traditional businesses.

Assured Secure Transactions & Assured Online Auctions:

They guarantee customers that the e-commerce site covers all the security and privacy issues. As
many customers still do not feel comfortable conducting online business, the security and privacy
services are especially important.

Business-to-Business E-Commerce
Business-to-Business e-commerce holds electronic transactions among and between businesses.
The Internet and reliance of all businesses upon other companies for supplies, utilities, and services
has enhanced the popularity of B2B e-commerce and made B2B the fastest growing segment within
the e-commerce environment. In recent years extranets (more than one intranet) have been
effectively used for B2B operations. B2B e-commerce creates dynamic interaction among the
business partners; this represents a fundamental shift in how business will be conducted in the 21st
century.
Oracle, PeopleSoft, SAP, Broadvision, Commerce One, Heatheon/Webmd, 12 Technologies, Inc.,
Ariba , Aspect Development, Baan, BEA Systems, Internet Capital Group, VerticalNet, Vignette are
some of the major vendors of e-commerce and B2B solutions. Companies using B2B e-commerce
relationship observe cost savings by increasing the speed, reducing errors, and eliminating many
man-ual activities. Wal-Mart Stores is an example for B2B e-commerce. Wal-Mart’s major suppliers
(e.g., Proctor & Gamble, Johnson and Johnson, and others) sell to Wal-Mart Stores electronically;
all the paperwork is handled electronically. These suppliers can access online the inventory status
in each store and refill needed products in a timely manner. In a B2B environment, purchase orders,
invoices, inventory status, shipping logistics, and business contracts handled directly through the
network result in increased speed, reduced errors, and cost savings. B2B e-commerce reduces
cycle time, inventory, and prices and enables business partners to share relevant, accurate, and
timely information. The end result is improved supply-chain management among business partners.
The following figure illus-trates a generic B2B relationship.

The following paragraphs provide brief descriptions of the advantages of B2B E-Commerce:

A B2B e-commerce lowers production cost by eliminating many labor-intensive tasks.

More timely information is achieved by the formation of a direct online connection in the supply
chain.

Accuracy is increased because fewer manual steps are involved.

Cycle time improves because flow of information and products between business partners is made
simpler. Since, raw materials are received faster and information related to customer demands is
more quickly transferred.

Naturally this close communication between the business partners improves overall communication.

Increased communications results in improved inventory management and control.

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Major Models of Business-to-Business E-Commerce

The three major B2B e-commerce models are determined by seller, buyer, or intermediary
(third party) who controls the marketplace. Consequently, the following four marketplaces have
been cre-ated. Each model has specific characteristics and is suitable for a specific business:

Seller-Controlled Marketplace
This is the most popular type of B2B model for both consumers and businesses. In this model the
sellers who provide to fragmented markets such as chemicals, electronics, and auto components
come together to generate a common trading place for the buyers. While the sellers aggregate their
market power, it simplifies the buyers search for alternative sources. Businesses and sometime
consumers use the seller’s product catalog to order products and services online.
One popular application of this model is e-procurement, which significantly streamlines the tradi-
tional procurement process by using the Internet and web technologies. E-procurement is radically
changing the buying process by allowing employees throughout the organization to order and
receive supplies/services from their desktop with just a few mouse clicks. This results in major cost
savings and improves the timeliness of procurement processes and the strategic alliances between
suppli-ers and participating organizations. E-procurement may qualify customers for volume
discounts or special offers. E-procurement software may make it possible to automate some buying
and selling, resulting in reduced costs and improved processing speeds. The participating
companies expect to be able to control inventories more effectively, reduce purchasing-agent
overhead, and improve manu-facturing cycles. E-Procurement is expected to be integrated into
standard business systems with the trend toward computerized supply-chain management.

Buyer-controlled marketplace: This model is used by large companies with significant buying
power or a consortium of several large companies. The consortium among Ford, General
Motors and Daim-ler Chrysler is a good example of this model. In this model a buyer or a group
of buyers opens an electronic marketplace and invites sellers to bid on the announced products
or RFQs (request for quo-tation). Using this model the buyers are looking to efficiently manage
the procurement process, lower administrative cost, and exercise uniform pricing. Companies
are making investments in a buyer con-trolled marketplace with the goal of establishing new
sales channels that increase market presence and lower the cost of each sale. By participating
in a buyer-controlled marketplace a seller could perform the following:

* Get better understanding of buying behaviors

* Carry out pre-sales marketing
* Carry out sales transactions
* Carry out post-sales analysis
* Reduce order placement and delivery cycle time
* Offer an alternative sales channel
* Automate the order management process
* Automate the fulfillment process
Third-Party Exchanges Marketplace
A third-party-controlled marketplace model is controlled by a third party not by sellers or buyers. A
third-party controlled marketplace model offers suppliers a direct channel of communication to buy-
ers through online storefronts. The interactive procedures within the marketplace contain features
like product catalogs, request for information (RFI), rebates and promotions, broker contacts, and
product sample requests. The marketplace makes revenue from the fees generated by matching
buyers and sellers. These marketplaces are usually active either in a vertical or horizontal market.

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A vertical market focuses on a specific industry or market. The following are some examples of
this type: PaperExchange.com (supplies for publishers), PlasticsNet.com (raw materials and
equipment), SciQuest.com (laboratory products), VerticalNet.com (Provide end-to-end e-
commerce solutions that arc targeted at distinct business segments) A horizontal market
concentrates on a specific function or business process. They provide the same function or
automate the same business process across differ-ent industries. The following are some
examples: Employee.com (employee benefits administration), CtSpace.com ( web-based
collaboration, business process management and document management solutions).

Trading Partner Agreements

The main objectives of the trading partner agreements B2B e-commerce model are to automate the
processes for negotiating and enforcing contracts between participating businesses. This relatively new
model is gaining popularity. This model is expected to become more common as extensible markup
language (XML) and the e business XML initiative (ebXML) become more accepted. This worldwide
project is attempting to standardize the exchange of e-business data via XML, including electronic
contracts and trading partner agreements. Using this model enables customers to submit electronic
documents that previously required hard-copy signatures via the Internet. As soon as act passed by the
Turkish Government that gives digital signatures the same legal validity as handwritten signatures, this
model will also be very popular in Turkey too. The main advantage of XML (ex-tensible markup
language) over hypertext markup language (HTML) is that it can assign data type definitions to all the
data included in a page. This allows the Internet browser to select only the data requested in any given
search, leading to ease of data transfer and readability because only the suitable data are transferred.
This may be particularly useful in m-commerce (mobile commerce); XML loads only needed data to the
browser, resulting in more efficient and effective searches.

Consumer-to-Consumer E-Commerce
Using C2C e-commerce, consumers sell directly to other consumers using the Internet and web
tech-nologies. Individuals sell a wide variety of services/products on the Web or through auction
sites such as eBay.com, and gittigidiyor.com through classified ads or by advertising. Figure 3.3
illustrates a general C2C e-commerce relationship. Consumers are also able to advertise their
products and ser-vices in organizational intranets and sell them to other employees.

Consumer-to-Business E-Commerce
Consumer-to-business (C2B) e-commerce that involves individuals selling to businesses may
include a service/product that a consumer is willing to sell. Individuals offer certain prices for specific
prod-ucts/services. Companies such as pazaryerim.com and mobshop.com are examples of C2B.

Non-Business and Government E-Commerce

Political, social and not-for-profit organizations also use e-commerce applications for various activi-ties,
such as fundraising and political forums. These organizations also use e-commerce for customer service
and for purchasing to decrease cost and get better speed. Universities are using e-commerce
applications extensively for delivering their educational products and services on a global scale. The e-
commerce applications in government and many non-business organizations are on the rise.

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4.5 E-Commerce Business Sites in Bangladesh

By now, the growth story of Bangladesh has become well-known. The countrys annual GDP growth rate
of about 6% over the last decade is reflected across sectors. The story of mobile phone adoption in
Bangladesh is also a case study in its own right and not too far behind is the unfolding story of Internet
penetration and usage. Presently, several established business houses have opened up online portals
while others are starting anew as exclusively online businesses, in part, due to the latters relatively less
capital intensive nature. Interestingly, these trends are not limited only to Dhaka, the capital city, but
semi-urban, and to an extent, rural areas as well. The Bangladesh Governments initiative to pro-vide a
solid Internet backbone, encouraging a well-grounded telecommunication sector, connecting all
government offices, and opening up IT Parks are all leading indicators that point to the e-commerce
sectors growth potential.5 With recent growth of Internet usage, 3G roll-out in 2013, and the vigorous
marketing and sales of smart phones, e-commerce usage continues at a rapid pace. Businesses have
realized that Bangladeshis are quite enthusiastic about technology and at the same time avid shoppers
(especially, during Eid festivals). However, with the numerous barriers to urban life in Dhaka city, citizens
have increasingly resorted to online shopping, with an increasing supply of virtual businesses to match.
Inspired by convenience, competitive pricing, range of products, dedicated service, improv-ing payment
security and flexibility and demand from buyers and sellers, e-commerce has witnessed a mushrooming
of the online shopping websites, particularly in the B2C and C2C category. In gen-eral, the indicators
related to e-commerce in Bangladesh, bode well, considering the early-stage of this sector. The table
below highlights some of the key indicators that constitute the foundation for e-commerce sector growth:

Indicators for e-commerce growth -Bangladesh Recent Statistics on ICT & Telecom
Infrastructure (all figures of 2015)

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There are several indicators that are worth highlighting. First and foremost, 48 million Internet sub-
scribers are quite significant for Bangladesh. This attests to the popularity of the Internet among average
citizens. However, when one compares this to the 127 million mobile phone subscribers, the potential for
mobile Internet growth is further underscored. Generally, laptops and desktops do not enjoy very high
levels of penetration owing to their high costs, and this barrier is a boon for mobile Internet adoption, and
subsequently e-commerce. Moreover, a 25% penetration of Face book, is also quite high, and implies the
potential of a segment of e-commerce known as fcommerce (Facebook-based commerce). Furthermore,
the cost of peak-hour Internet at BDT 1.5-2.0 is expected to go down significantly in the coming years, as
telecommunications companies have recouped the costs incurred in availing 3G licensing. There are, of
course, areas that merit a closer look wherein interventions by the public and private sectors ought to be
prioritized, so as to encourage further e-commerce sector expansion. For instance, as is evident from the
table, Bangladesh is still highly dependent on its 2G network. This is expected as mobile usage is still
growing in Bangladesh. However, prioritizing the transition from 2G to 3G will enable accelerated growth
for the e-commerce sector. To this end, the decision of the government to introduce a second submarine
cable will go a long way in creating the required infrastructural context within which to shift to a less
expensive and more efficient platform such as the Broadband. Moreover, a nationwide broadband
network should be part of the governments near-term urban development plan.

Overall, there have been significant strides in infrastructure development which have facilitated the
entry of e-commerce businesses. There are, however, deterrents, such as weak enforcement of
con-tracts, lax consumer protection rights, a lack of privacy protection and absence of intellectual
property regulations, to name a few.

Major E-Commerce Segments in Bangladesh

Although there are various applications of ecommerce, the major categories can be
outlined as fol-lows:
Table: Industry Categories of E-Commerce

With regard to the Bangladesh e-commerce sector, the major subsectors, thus far, have been B2B, B2C,
C2C, and B2E segments. B2B websites were once the biggest constituents of the e-commerce sector in
Bangladesh. However, this has changed and recent trends indicate that their representa-tion in the sector
at large is expected to lessen. Several B2B websites in Bangladesh are engaged in providing
manufacturing and supply-chain solutions. For instance, BGMEA has actively deployed B2B e-commerce
solutions for international RMG orders and procurement, as do several RMG com-panies. There are also
B2B websites that feature business directories, trade deals and information about suppliers such as
Bangladesh Business Guide, Address bazaar and Biz Bangladesh, which, at present, have limited
popularity.6 B2C websites have also become very popular as evidenced by the growth and commercial
success of online-based home delivery of food, such as HungryNaki and FoodPanda. This has come as
a panacea to citizens given the high levels of traffic in areas such as Gulshan and Dhanmondi in Dhaka
at a time when people like to go out to dine. Other examples of B2C initiatives include Facebook-based
commerce platforms such as Shopr.bd and ShoptoBd which allow Bangladeshi customers to purchase
products from leading online shopping sites in the US, UK, India and even China, e.g., Amazon.com,
ebay.co.uk, Amazon.in, and Alibaba. Although the com-petition between local players and foreign-backed
players in the B2C market, in particular, the food delivery business, is expected to determine the future
structure of the B2C sector, what appears to be inevitable is its sustained growth.7 Meanwhile, C2C
businesses, thus far, have been the life force of

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the e-commerce sector in Bangladesh. The leading players in this category include Bikroy, Ekhanei,
and ClickBd. There has already been a reorganization of this sector with CellBazar being bought by
Telenor, followed by the acquisition of the foreign market player OLX by Ekhanei.com. These
businesses consist of individual and auction-based online marketplace similar to eBay. ClickBd was
the countrys first auction platform, while Cellbazaar was the first to use SMSbased transactions.
With regard to B2E businesses, employee recruitment, particularly in the private sector in
Bangladesh, has more or less shifted online, thanks to companies such as bdjobs.com, prothom-
alojobs.com, and jobsA1. Although internal hiring and lobbying are widely prevalent, vacancy
announcement takes place through the largest and most accepted web recruitment portal Bdjobs,
while many others like prothom-alojobs.com and jobsA1, etc also enjoy growing popularity.

Growth Rates & Usage Statistics

Overall, the current trends and e-commerce growth statistics can be seen in the following table:

4.6 Report on Delivery Management System of E- Commerce

Report on Delivery Management System decided to work on 3 leading E- Commerce sites. These are:

1. Daraz.com.bd
2. Bagdoom.com
3. Rokimari.com
These Three are the leading Firm had gained a large number of peoples faith as well as
serving with leadership with a new era of Online Business.
Bagdoom
Bagdoom does not just sell lifestyle products; Bagdoom is here to become a lifestyle!
Be it simple, casual or luxurious; trendy, unique or traditional, Bagdoom presents you all. Daily lives,
occasions, needs and necessities, celebrations, desires and wish lists Bagdoom checks it all off. We
believe life is not made up of days but each day is a realm of life, where every second is a different
color and every color represents Bagdoom!
Our prime focus is the youth, referred colloquially as the Bagdoom generation and we are here to be
a part of their lives, not just by selling the brands which rest under their hood but also by writing a
part of their daily life stories.
Bagdoom is that little spark of fun springing out of a droning afternoon, that unconscious twist of hair
made while losing yourself in thoughts of wonderland, rocking the floor with confidence being no
one but yourself or the three sips of tea turning into a moment of a lifetime with the right people it is
all Bagdoom.

The rebranded face of Akhoni.com, the first e-commerce platform to enter the Bangladesh market
back in 2010 took form of Bagdoom, with promises of the grandest of online shopping experiences

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across the country.

We present a one-stop lifestyle platform, holding products of various local and international brands
together. The different deals offered whole year round, lets buyers get the best products at lowest
prices and the sellers promote and build their brands big.

Daraz
Launched in 2012, Daraz is South Asia’s online shopping and selling destination of choice present in
Bangladesh, Pakistan, Sri Lanka, Myanmar and Nepal. Supported by a wide range of tailored mar-keting,
data, and service solutions, the pioneering ecommerce ecosystem in South Asia has 30,000 sellers and
500 brands, serving 5 million consumers. With 2 million products available, Daraz offers a diverse
assortment of products in categories ranging from consumer electronics to household goods, beauty,
fashion, sports equipment, and groceries. Focused on providing an excellent customer expe-rience, it
offers multiple payment methods including cash-on-delivery, comprehensive customer care and hassle-
free returns. Daraz is owned by Alibaba Group Holding Limited.

At the 21st Century, with the help of technology, people are getting all the latest services. In this paper, I
have tried to put my overview of Bangladeshi e-commerce industry, Daraz Bangladesh Lim-ited and its
strategies, model, assessment with the current market players and its vision to provide the most
expanded online shopping marketplace for the Bangladeshi Consumer. Daraz Bangladesh Limited is a
project of worlds largest internet incubator Rocket Internet GmbH. In September, 2013, Daraz
Bangladesh Limited started its operations here in this country and within a short period of time, has
become a popular destination for the online shoppers. Daraz Bangladesh Limited follows the Amazon
business model of buying and selling on a single platform where the sellers sell their products on Daraz
website in exchange of commission percentage on each and every sale. Daraz is a B2C (business to
consumers). Daraz is an online marketplace where buyers and sellers meet and exchange goods via
Daraz portal. Buyers from Dhaka enjoy the facility of payment via cash on deliv-ery while the buyers
outside Dhaka throughout the country also can enjoy the home delivery service by pre-payment through
mobile banking as well as cash on delivery. Daraz provides sellers the free advertisements of their
merchandises through social media, newsletter and Google Search Engine Op-timization (SEO). Daraz
also provides offline marketing to the sellers such as print media, billboards and etc. which is currently
free of cost. Through Daraz, sellers can sell their products very easily as Daraz takes full accountability of
photo shooting the sellers products, uploading and monitoring them on their website and also delivering
them to the buyers. The company pays the sellers on a monthly basis i.e. the sellers give the products to
Daraz on credit and receives the payment at the end of the month. Currently it runs from the funding of its
parent company, Rocket Internet Gmbh. Darazs revenue is increasing from its inception. Its NMV (Net
Merchandising Value) is increasing rapidly and the targets are getting steep. Though Daraz is a new
company, but already they have formed their own space in the market in becoming very widespread to
the online consumers. So they are working uncompromisingly to market the products of its sellers and
acquire new ones. Bangladesh is a exciting market for Daraz. Most of the people do not know the use
internet yet. But Daraz has a clear goal to offer their customers a diversified shopping experience.

Rokomari
Rokomari is one the most comprehensive online book shops that helps saving a lot of time and
money. You can buy books online through few-clicks or convenient phone call. With breathtaking
discounts you can buy more from rokomari.com. Superfast cash on delivery service brings the
products at your doorstep. Our customer support, return and replacement policies will surely add
extra confidence in your online shopping experience.

Delivery Management System of Daraz, Bagdoom

Bagdoom went into contract with eCourier.com for their product delivery. Rokomari.com follows
traditional system to reach their customer. eCourier is online based courier firm which works with
online portal. eCourier is one of the leading courier firm in Bangladesh. And Daraz has different
entities hired to delivery their product. In a study found that eCourier acquired 50%, Pathao 20%
and 10% others and daraz deliver 20% by their own.

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eCourier.com.bd is a bicycle based courier service in Dhaka, Bangladesh. We deliver documents or

files as well as small parcels of the clients of ecommerce sites. E-commerce will be the primary
group of customers and the prime targeted, non e-commerce customers will be served as well. The
premium feature of eCourier.com.bd is, we have online tracking system which enables customers to
locate his/her products’ current location through android apps, our website or via text messaging
dur-ing transferring. Moreover we are offering same day delivery in two shifts that means you just
get your desired products in the same day not someday. On the other hand, we have door to door
service to deliver products at your desired location. So you just order and it’s our duty to deliver your
product to the right hand.

Feature Represents of eCourier

Real Time Tracking

Spot Tracking
Fastest Document and Parcel Delivery
Special Delivery Offer
Online Order
Superior Customer Service
Customer follow up on Schedule
Same Day Delivery
Home Delivery and Pickup
Special Bulk Offer
Environmentally Friendly
Notified through Cell Phone, Web and SMS
Free Android Apps for Android Users
Convenient User Interface
Reasonable Prices for Consignment
In eCourier every merchant has their own login id and unique password provided by eCourier. They
can see what the status of their product, and reasons of if delayed and whom handled the last.

eCourier follows some steps for their delivery management. These are:
1. Initiated
2. Picked up
3. In source hub
4. In transit
5. In destination hub
6. On the way to delivery (If not delivered it turns back to in destination hub)
7. Delivered
8. Cancel
9. Deleted
Initiated: Its very first stage of delivery procedures which actually perform by owner of different sites.
Here ecommerce sites inputs their products information which includes:
1. Customers Name
2. Customers Phone Number
3. Address
4. Area
5. Product Type
6. Weight
7. Delivery Charge
8. Product Price
9. Payment Method
10. Comments
Then a entity creates by the portal unique ECR with QR code. It can be searched with
name or Con-tact number.

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Picked Up
When the agent collect the products scan the QR code and assign the products as picked up.
Sometime for the leakages of knowledge of agent they just collect the product with a receipt
providing customer. Later eCouriers fulfillment team assign it as picked up by cross matching
with portal and ensures the parcel is well packed and the information is tagged with the parcel.

In Source Hub
It refers when it reaches to the warehouse of eCourier office, it assign as in source hub. In source stage
refers that the product arrives at office for delivery. Here fulfillment team checks the product informa-tion
and decide branches as the address of customer. In this stage includes checking of information of
customer, the payment method, proper packaging of product, and the ECR Holds on packet properly.

In Transit
In transit is called the stage when products are sent to the branches. It means it is not at
office and branches, it on the way to branches.
In Destination Hub
This stage is assign when products reach to the branches to delivery. In this stage branch managers
assign it when they got the product in their hand. And Divide these according to the products address.

On the Way to Delivery

It is referred to when branch manager assign the delivery agents for delivery to actual customer. In
this stage a auto message is generated to the customer and the merchant which includes delivery
agent name and number, product detail, price and payment method. If delivery agents cant reach to
the customer the product again assign as in destination hub.

Delivered
When delivery agent reach to the customer door delivers the product the agent assign it as
delivered and took signature of customer. A application will show on the screen to take signature of
customer.

Cancel
This stage refers if customer denies taking parcel. Customer denies it for few reason:

1. Product doesnt match with as ordered

2. Quality is not as it described on website
3. Customer dont need that now

Deleted
Here if any entity creates by merchant or admin but it no longer exist. Only Admin decides to delete.

These all are stages include in eCourier working process. eCourier helps merchant to easy
balanced warehouse to delivery. eCourier claims that it has now over 30 merchants using its
warehouse service. at a press event eCourier announced that it has entered into a partnership with
5 leading ecommerce companies for its warehouse service who will be using its facilities for their
merchants and for them-selves where needed. The partners are Ajkerdeal, Kiksha, Bagdoom,
Othoba, and Priyoshop. Even Telecommunication giant Grameen Phone has shared their product to
eCouriers warehouse for the fastest delivery.
eCourier has assigned a number of dedicated Customer service team those works for ensuring the
communications of people among merchant , delivery agent and customer. Customer service team
takes feedback from customer about delivery agent and quality of the product and reporting to the
every single to eCouriers operation team.

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eCourier delivers product in Dhaka within 24 hours in Dhaka city and 48 hours in all over the
country. eCourier commonly use bicycle based delivery service. Every delivery agent has given
bicycle for reaching to the customer. eCourier track their delivery agents through GPS system. By
this they can locate the product actual location.

Pathao

Pathao is the most trusted community fueled mode of transport in Bangladesh. From sharing rides
making your commutes faster and cheaper to door-to-door deliveries, we do it all. Our highly
trained, decentralized fleet of motor bikes and cars ensure the most efficient mode of transportation
in the streets of Bangladesh. By leveraging proprietary technology, we provide top-notch service at
rock-bottom prices. Our app-based ride sharing concept has changed the landscape of commuting
in Bangladesh. The convenience of on-demand rides paired with unbeatable pricing has made
Pathao the most popular choice amongst the tech-savvy users in Bangladesh. On the other hand,
hundreds of small businesses have partnered with us to enhance their logistics to support door-to-
door deliveries, 7 days a week. Our tech-centric solutions are unparalleled in terms of quality of
service as well as convenience.

Feature Represents of Pathao

Instant on Demand Delivery
Anywhere within your City
Safety Guaranteed
Mobile Friendly User Interface
Environmentally Friendly
Pathao is also similar to the eCourier. Pathao maintain familiar online management of eCourier.
Pathao also has online dashboard, merchants are given login access. Merchant can add their
product and customers information.

Pathao follows some steps for their delivery management. These are:

1. Enlisted
2. On hand
3. Kept in Office
4. Ready to Delivery
5. Delivered
6. Returning to Source
7. Returned
Enlisted
Merchant login with their access and inputs their product and customers information. A unique entity
creates automatically. This stage is called enlisted according to Pathao.

On hand
Products reached to the pathaos office at select the stage called on hand. Here Pathaos fulfillment
team checks the packet of product and also address is clear to read or not. They ensures the packet
quality and the address is hanged on top.

Kept in Office
This stage is being selected when the products is being stored before sending for delivery. Here
prod-ucts are classified into destination areas.

Ready to Delivery
This stage is asked when a delivery agent takes products for delivery. The agents take products by
a list of t which products taking for delivery.

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Delivery Management System of E-Commerce in Bangladesh

Delivered
Reaching to the customer and delivering the product to the customer, the delivery agent selects
deliv-ered and take a signature on receipt provide by Pataho.

Returning to Source
This stage refers if customer denies taking parcel. The delivery agent selects it as Returning to
source.

Returned
When Pathao return product to their merchants is assigned returned.

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Delivery Management System of E-Commerce in Bangladesh

chapter V
SUMMARY AND
CONCLUSIONS

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Chapter 5

SUMMARY AND CONCLUSIONS

5.1 Summary of Findings

1. Affordable Broadband price, higher bandwidth: A bandwidth forecasting need to be
prepared for for next 10 years for at least 100 million internet users who will be able to use
high definition image and video content.
2. Work in collaboration with all transport related ministry: To create the whole country a
single market place where every house is a destination, combined effort is needed to
improve transportation of goods.
3. To strengthen Postal service: modernize the government postal service as well as other courier ser-
vices, create service benchmark, introduce real time shipment tracking, RFID and other technologies.

4. Make banking and mobile payment interoperable: All kind of payment system must be
inter-operable for real time fund transfer.
5. Introduce secured payment gateway: Payment system must be monitored very carefully
to create and retain customers trust.
6. Promote growth of E-commerce SMEs: Access to easy and subsidized finance, Tax subsidies,
VAT exemption, training and awareness program, organization localized event and fair.

7. Encourage Domestic and Foreign Investors: Legal structure formation for the startup,
road shows for investors, easy investment and dividend repatriation policy.
8. Emphasis of E-commerce in Education: Introduce e-commerce course as a part of
mandatory aca-demic curriculum for all university business and cse students. Management
aspects of e-commerce need to be focused in government polytechnic institutes.
9. Promote innovation in e-payment options: a bank card against each savings account
within next 10 years. E-wallet, smart card, etc. need to be developed.
10. Make digital certification mandatory: to ensure quality e-commerce environment,
certain aspect of a company must be verified carefully and should be ensured by issuing
digital certificate. Elec-tronic agreement must contain digital signature.
11. Cyber Security: modernization of cyber act, quick dispute resolution, protection against
cyber harassment, consumer protection law, protection of intellectual property.
12. Research and development: establishment of a national e-commerce research and development
center, introduce valuation system of logical assets, ranking of sector wise e-commerce companies.

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5.2 Recommendations
For confirming a bright future for the Delivery Management System of E-Commerce in Bangladesh the
government and private sector should come ahead and take proper initiatives. To eliminate restric-tions,
policy makers and business stake holders should take some initiative. The recommendations are:

1. Usage of low cost, flexible and secure payment method.

2. Improving product display in the website/application.
3. Gaining consumer satisfaction by different policies (e.g. Product return policy).
4. Creating awareness among consumer and gain their trust by ensuring them purchasing
online is secure.
5. Reducing product delivery time by improved logistic team.
6. Ensuring fast internet connection countrywide.

5.3 Conclusions
E-commerce business has altered many traditional manner of transaction and brought revolutionary
change in the economy. Citizens of Bangladesh are now enhancing their standard of living using in-
ternet. Suppliers can now get the order by online ordering system and consumers also save much of their
time by doing online trade. Many of commercial activities of large corporations as well as super markets
are using website to receive orders from consumers and sending particular goods to them. Last few
years statistics says that this sector has good growth rate. In order to make it sustainable both
government and entrepreneurs needs to be more conscious and take proper steps.

The potential size of Bangladeshi e-commerce market and promising sign of development in its ecosystem
has resulted in some impressive valuations for some of the countrys burgeoning e-commerce. There has
been much debate about whether these valuations are part of an overly optimistic bubble, or if they are
relatively conservative. Despite being a poor country, selected segments of the Bangladeshi business
community has embraced technology with reasonable success. The facsimile in the 1980s and mobile
telephones in the 1990s popularized modern technology in the mass market. Personal computers and the
Internet are also emerging as day-to-day business tools. These positive indica-tors are favoring the
prospects of e-commerce in Bangladesh. Synergy between telecommunications and information
technology has the proven capability of monitoring and administering the real-time transactions. Therefore
liberalizing the telecom and Information Technology (IT) sectors as well as reforming the countrys financial
and commercial procedures is the preconditions of successfully im-plementing e-commerce in
Bangladesh. In the case of marketing, simply having a website in the vast sea of the Internet is not
sufficient. Uniformity is an important factor in the commencing of contracts through the Internet. Therefore
to take advantage of the newer opportunities that IT development presents, the Bangladeshi companies
have to attain internationally accepted certification on quality control, competitive price and timely delivery.
Creating awareness among the Bangladeshi exporters regarding e-commerce is essential. They have to
be knowledgeable to appropriate and to utilize the benefits of IT. The exporters are not required to acquire
operating knowledge on IT. Their understand-ing on the cost-benefit aspects followed by adopting e-
commerce would be an achievement. Business Associations can play a major part at this juncture by
highlighting the benefits of IT to its members and encouraging them to use customized software for their
day-to-day operations.

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Delivery Management System of E-Commerce in Bangladesh

chapter VI
BIBLIOGRAPHY

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Chapter 6

BIBLIOGRAPHY

6.1 Website
1.https://en.wikipedia.org/wiki/E-commerce in Bangladesh
2. http://www.iosrjournals.org/iosr-jbm/papers/Vol16-issue7/Version-2/A016720106.pdf
3. https://medium.com/@r moslem/a-brief-history-of-e-commerce-in-bangladesh-e9ec27e29caf

4. https://www.export.gov/article?id=Bangladesh-ECommerce
5. https://www.ijeronline.com/documents/volumes/Vol%203%20Iss%205/ijer2012v3i5%20(7).pdf

6. ttp://e-cab.net/resource-center/bangladesh-e-commerce-sector/
7. Introduction to E-commerce, www.pearsonhighered.com/samplechapter/0131735160.pdf
8. E-commerce in Bangladesh, www.docstoc.com/docs/116138506/E-commerce-in-Bangladesh

6.2 Books
a. E-Commerce, Your Future Business, Published By: Book BD.

6.3 Journals
a. IOSR Journal of Business and Management (IOSR-JBM) e-ISSN: 2278-487X,
p-ISSN: 2319-7668. Volume 16, Issue 7. Ver. II (July 2014), PP 01-06
b. Kshetri, Nir (2001), ”Determinants of the Locus of Global E-
Commerce,” Electronic Markets, 11(4), 250-257.
c. Bhowmik R., (2012); The Present E-commerce Situation in Bangladesh for B2C E-
commerce; International Journal of Economic Research; Vol.3, Issue 5, 2012; pp.77-91.

6.4 References
a. Mr. Ehsan Rozen, Head of Fulfillment, eCourier, Dhaka, Bangladesh. Contact Number: 01777743724.

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chapter VII
APPENDIX

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Chapter 7

APPENDIX

7.1 Appendix
Appendix 1:

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Appendix 2:

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 Delivery Management System of E-Commerce in Bangladesh

Appendix 3:

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 Delivery Management System of E-Commerce in Bangladesh

Appendix 4:

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 Delivery Management System of E-Commerce in Bangladesh

Appendix 5:

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