Tangsang Phombo Limbu

Management Investigation and Dissertation MN6P00NT
Module Code & Module Title
MN6P00NT Management Investigation and Dissertation

Assessment Weight age&Type
20% Individual Report | Research Proposal

Year and Semester
2021 Autumn
Research Topic
A critical assessment of the customers satisfaction in the delivery services of Daraz in

Itahari
Student Name: Tangsang Phombo Limbu
London Met ID: 18029280
College ID: NP05BA4A180015
Assignment Submission Date: 3rd January 2021

Word Count (Where Required): 2100
I confirm that I understand my coursework needs to be submitted online via Local Server under the
relevant module page before the deadline in order for my assignment to be accepted and marked. I am
fully aware that late submissions will be treated as non-submission and a mark of zero will be awarded.
1
Tangsang Phombo Limbu
Acknowledgement
I might want to thanks our regarded module teacher Mr Navraj Bhusal and Itahari International
College for furnishing us with the incredible possibility to set up the proposition report. I in all
seriousness regarded module pioneer Mr Navraj Bhusal (Islington School) for giving incredible
occasion to set up the exposition. I likewise pass on the incredible gratitude to our regarded
module speaker Mr Bigendra Shrestha for empowering, consistent help and direction which was
the extraordinary assistance to contend with this venture effectively.
Ultimately, I might want to thanks my folks, companions, and educators who upheld me in
finishing this coursework in the restricted time span. Without all the assist I wouldn’t have
finished this in the time gave. I took in a ton about examination, responsibilities and fulfillment
of representatives on their association and I am sure that this information will help me in my
future undertakings.
Thank You
2
Table of Contents
CHAPTER 1. INTRODUCTION .................................................................................................................... 5
1.1 Background of the study .............................................................................................................. 5
1.2 Statement of the Problems .......................................................................................................... 5
1.3 Research Questions ..................................................................................................................... 6
1.4 Research Objectives ..................................................................................................................... 6
1.5 Significances of the study ............................................................................................................. 6
1.6 Limitations of the Study ............................................................................................................... 6
CHAPTER 2: LITERATURE REVIEW ............................................................................................................ 8
2.1 Daraz Overview ................................................................................................................................. 8
2.2 Theoretical Literature ........................................................................................................................ 8
2.2.1 Concept of Service, Quality and Service Quality .............................................................................. 8
2.2.2 Significance and Drivers of Service Quality ...................................................................................... 9
2.3 Empirical Findings .............................................................................................................................. 9
CHAPTER 3: CONCEPTUAL FRAMEWORK ............................................................................................... 10
3.1 Sources of Variables......................................................................................................................... 10
3.2 Conceptual Framework .................................................................................................................... 11
CHAPTER 4: RESEARCH METHOD ........................................................................................................... 13
4.1 Research Approach .......................................................................................................................... 13
4.2 Data Collection ................................................................................................................................ 13
4.3 Data Analysis Tools .......................................................................................................................... 13
CHAPTER 5: RESULT OF PILOT STUDY ..................................................................................................... 14
CHAPTER 6: TIMELINE AND BUDGET ...................................................................................................... 15
This is my timeline Gantt chart and no any budgeting was necessary while doing. ................................. 15
CHAPTER 7: CONCLUSIONS .................................................................................................................... 16
CHAPTER 8: REFERENCES ....................................................................................................................... 17
References ............................................................................................................................................ 17
CHAPTER 9: APPENDIX ........................................................................................................................... 18
Questionnaire used for Pilot study: .................................................................................................... 18
Raw data collected from the Pilot Study ............................................................................................. 25
TIMELINE........................................................................................................................................ 39
3
Abstract
Daraz is a web based business implies utilizing the Internet and the web for business
exchanges. Web based business have made shopping more diverse and convenient. It has an
item inventory that customers can use to peruse the inquiry measures (usually a type, value,
material, age, and so on), and information about the products, the sellers, and the service
center. There are numerous kinds of studies on Daraz Online shopping Nepal and results with
regards to Kathmandu, yet a couple of sorts of studies are done, especially in the particular sub
metropolitan zone like Itahari. This research expands the analysis of quality services satisfaction
level of customers. Still there are many disappointing impressions regarding its quality
services. This research helps to understand the quality services satisfaction level as per
customers convenient and expectation. It helps the company to know about the emerging city
customer’s needs and wants and in return helps company in formulating new policies to enhance
their productive service. It helps company to be more proactive and innovative in their customer
satisfaction of service quality. Prompt response to customers’ concerns and inquiries are crucial
because order fulfillment actually remains a shaky area for online retailers. In the web based
shopping climate, delayed delivery and ignorance of customers’ concerns and inquiries leads to
not well quality services and as a result will cause customer dissatisfaction. Particularly, in the
Itahari context, which can be worse because in Itahari the logistic infrastructure lags behind and
the sense of customer service is relatively weak. Subsequent to investigating the data, I will
utilize the measurable programming SPSS and Excel for the consequences of the exploration.
Expressive insights will be utilized to show the circulation of the information to acquire an away
from of the attributes of the example and to examine the recurrence and dissemination of the
various factors. A quantitative research approach will be utilized in this examination to gather
information. The connection among quality services fit on consumer satisfaction will be positive
or not of Daraz in a sub metropolitan city Itahari will be the critical discoveries of this research.
Keywords findings: Quality services and Customers satisfaction
4
CHAPTER 1. INTRODUCTION
1.1 Background of the study

Web based business implies utilizing the Internet and the web for business exchanges. Web
based business have made shopping more diverse and convenient. Itahari is Sub
Metropolitan Municipality in Sunsari district covering huge population and emerging as
rapid developing city in Nepal. People want more things new and want to try out the trendy
things to experience. The people like students, teachers, everybody like to explore diverse
selection and wants to pick out best for them to use and has made significance impact on
their day to day shopping life. Variable products in one platform and choosing it out is
making people more convenient and helping to make out best deal.
I have researched on Daraz.np whichis known to be a standout amongst other internet

shopping stage that offered purchasing and selling in Nepal. Daraz is a shopping center, a
commercial center, and a network in your pocket. It give quick and simple admittance to
250,000 or more items in more than 100 or more classifications, It was established in 2012
AD and parent company is Chinese Alibaba Groupfrom a German venture capital company
(nepalitimes, 2019). It is the quickest developing online business stage in Nepal offering an
unrivaled shopping experience at the solace of your home. You can appreciate advantageous
and bother free shopping without venturing out of the house. You will benefit conveyance
directly at your doorstep with simple installment techniques. Regardless of whether you live
in modest communities of Nepal of significant urban areas like Itahari, Biratnagar,
Dharan,etc. In context of Itahari, here we see all age people buying online, especially the
young aged group more active. Still there are many disappointing impressions regarding its
quality services.
1.2 Statement of the Problems

There are numerous kinds of studies on Daraz Online shopping Nepal and results with regards
to Kathmandu, yet a couple of sorts of studies are done, especially in the particular sub
metropolitan zone like Itahari. This research expands the analysis of quality service satisfaction
5
level of customers. And also this study aims to work on evaluating the levels of quality service
satisfaction and meeting customer's expectation.
1.3 Research Questions

The research questions are as:
1) Is web shopping and quality services comfortable and more convenient than shopping at
physical store?
2) Does customer satisfaction of quality servicesrelates with the customer’s expectations?
1.4 Research Objectives

The research objectives are as
1. To determine the extent of customer satisfaction with quality services of Daraz in Itahari a
Sub Metropolitan Municipality.
2. To evaluate customer satisfactions as per their expectations.
3. To relate customer satisfaction of quality services to customers expectation.
1.5 Significances of the study

There are numerous kinds of studies on Daraz Online shopping Nepal and results with regards to
Kathmandu, yet a couple of sorts of studies are done, especially in the particular sub
metropolitan zone like Itahari. This research helps to understand the quality services satisfaction
level as per customers convenient and expectation. It helps the company to know about the
emerging city customer’s needs and wants and in return helps company in formulating new
policies to enhance their productive service. It helps company to be more proactive and
innovative in their customer satisfaction of service quality.
1.6 Limitations of the Study

This research centers essentially around on customer’s satisfaction in terms of quality services
like Information quality, Response time, Security/Privacy, Merchandise attributes, Payment,
customer service, Delivery service .This is a wide investigation of the areas of Daraz, Itahari, so
there will be no particular report on a specific organization. Research includes collecting data as
per quality service satisfaction from Daraz customers of Itahari. The focus of this research is on
6
Daraz online Shopping’s mentioned quality service satisfaction of customers in Itahari. The
study began onDecember and will end in January for the proposal and the thesis will end after 2-
3 months
7
CHAPTER 2: LITERATURE REVIEW
2.1 Daraz Overview

Daraz is a web based business implies utilizing the Internet and the web for business
exchanges. Web based business have made shopping more diverse and convenient. It has an
item inventory that customers can use to peruse the inquiry measures (usually a type, value,
material, age, and so on), and information about the products, the sellers, and the service
center.
I have researched Daraz in context of Itahari, its distribution centre or parcel arrival section is in
Dipendra Chowk near Sano Janta field. Here, the Daraz service person will notify you about the
arrival and returning of products. After the arrivals, they ensure yours location via phone calls,
phone messages and make their moves. And hand over the products at your home door through
mobile delivery. Talking about its delivery service, as Itahari is a Sub Metropolitan Municipality,
it covers a large places like, Itahari, Tarahara, Jhumka, Hasposa, Khanar, Sanijhoda and etc. still
the delivery service is all over the mentioned places and still out of the town like Dulari, Gachiya
, Bellbari which is not Itahari but still is near to Itahari. And observing and looking over Daraz’s
delivery service, it is quite satisfying and reasonable as the charges and selections of products are
satisfactory. If found defects then it is easier to get refund as theyhave easier procedure of
refundment.
2.2 Theoretical Literature

2.2.1 Concept of Service, Quality and Service Quality
A service is a cycle that prompts a result during halfway concurrent creation and utilization
measures (Grönroos, 2001).Numerous researchers, for example, (Kotler, 2006), (Lovelock &
Wirtz, 2006), concur on four ascribes that portray administrations: indivisibility, Heterogeneity,
theoreticalness and die capacity. They further keep up that administrations include a type of
rental, and that administration clients get benefits by leasing the option to utilize an actual article,
to enlist the work and aptitude of faculty, or to pay for admittance to offices and organizations.
In this manner clients advantage without possessing the property. The expression "quality"
signifies various things to various individuals, and is particularly harder to characterize, pass
8
judgment or measure the nature of a service than of an item (PHILIP KOTLER, 1997) . In as
much as there is no agreement on a definition for quality, there are some central issues that are
regular to practically all the meanings of value, for example, discernments, assumptions and the
genuine result experienced by the customer.
2.2.2 Significance and Drivers of Service Quality

Delivering excellent service quality is broadly perceived as a basic business necessity. Numerous
creators concur that in the present unique commercial center and market space, association at this
point don't contend just on expense however more critically on help/item quality. In a serious
commercial center where organizations seek clients, conveying quality assistance is viewed as a
key differentiator and has progressively become a critical component of business technique
(Kotler, 2006).
2.3 Empirical Findings

Customer service, excellent quality services likeInformation quality, Response time,
Security/Privacy, Merchandise attributes, Payment, customer service, Delivery service assume a
basic job in customer satisfaction. To satisfy customers in the present serious e-commercial
center, online retailers should watch out for customer service and quality service mentioned.
Prompt response to customers’ concerns and inquiries are crucial because order fulfillment
actually remains a shaky area for online retailers. In the web-based shopping climate, delayed
delivery and ignorance of customers’ concerns and inquiries leads to not well quality services
and as a result will cause customer dissatisfaction. Particularly, in the Itahari context, which can
be worse because in Itahari the logistic infrastructure lags behind and the sense of customer
service is relatively weak. Since customers lack direct, face-to-face interaction with service
providers, numerous issues actually request human intercession. In this way, company
representatives must be able to answer customer inquiries and solve problems, as when they
happen. Lastly, I found out that good quality services are directly proportional to customer
satisfaction and vice-versa.
9
CHAPTER 3: CONCEPTUAL FRAMEWORK

3.1 Sources of Variables
Figure: Sources of Variables
Dependent Variables: This is a variable whose variation depends on other variables. Customer
satisfaction is a dependent variable because it varies with the reliability of the delivery services,
products and other external factors provided by the company.
Independent Variables: The variable that changes according to the will and does not depend on
any variable is independent variables. Information quality, Response time, Security/Privacy,
Merchandise attributes, Payment, customer service, Delivery servicethus are the independent
variables by which customer satisfaction varies.
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3.2 Conceptual Framework
Figure: Conceptual Framework
The structure for this figure tries to set up the connection betweenquality services(
likeInformation quality, Response time, Security/Privacy, Merchandise attributes, Payment,
customer service, Delivery service) and Customer satisfaction that rose up out of the literature
review. The investigation of this system shows how the factors are identified with one another
between Daraz. Information quality, Response time, Security/Privacy, Merchandise attributes,
Payment, customer service, Delivery servicewill be the independent variables for this
investigation and will fill in as a go between in customer satisfaction.The given Hypothesis (H)
indicates:
H1: Higher level of information quality will improve customer satisfaction in internet shopping.
H2: Fast response time will have a positive affect internet shopping customer satisfaction.
H3: Security/protection will have a positive affect on online shopping customer satisfaction.
11
H4: More extensive product assortment and low cost will have a positive effect on online shopping
customer satisfaction.
H5:A convenient payment mechanism will have a positive affect on online shopping customer
satisfaction.
H6:A higher level of customer service will result in greater satisfaction.
H7:Safe and rapid delivery will have a positive effect on online shopping customer satisfaction.
12
CHAPTER 4: RESEARCH METHOD
4.1 Research Approach

A quantitative research approach will be utilized in this examination to gather information and to
assess the relationship among and between research factors.All develops were estimated utilizing
numerous things, seven-point, Likert scales going from emphatically differ to unequivocally
concur. At every possible opportunity, beginning scale things were taken from recently approved
measures in e-fulfillment; web based shopping customer satisfaction and site quality writing and
afterward rearranged and adjusted to the current setting.
4.2 Data Collection

Data quality was assessed from four measurements: information accuracy, information
comprehensibility,and completeness and information relevancy.Web composition was assessed
from four viewpoints: navigation, web site structure, color combination and ease of use. Product
property was assessed from two measurements: product variety and product price.The study
instrument comprises of two areas. In the principal area, respondents were approached to fill in
their gender, age, latest purchased product and other service questions. In the subsequent
segment, they were approached to distinguish the degree to which they agree/disagree help
contradicting the things identified with their most recent web based shopping experience. Data
was gathered as follows: Online Survey.
4.3 Data Analysis Tools

Subsequent to investigating the data, I will utilize the measurable programming SPSS and Excel
for the consequences of the exploration. Expressive insights will be utilized to show the
circulation of the information to acquire an away from of the attributes of the example and to
examine the recurrence and dissemination of the various factors. It is likewise used to depict and
sum up the information gathered for the examination. Arrange information in a thorough and
significant manner by ascertaining the mathematical listed, engaging examination and the chi-
square test.The Chi-squared test will be utilized to test the typical objects of the investigation.
13
CHAPTER 5: RESULT OF PILOT STUDY

Preceding the study, the overview instrument was pilot study, tried utilizing the sampleof
15respondents data gathered by the means of the online study survey. Because of the absence of
an examining survey form, as per the convenient, used the convenience survey sampling. Other
measurable methods were not done because of the modest number of tests. The review which
was led for the pilot study results like pie-outline are introduced in Appendix.
14
CHAPTER 6: TIMELINE AND BUDGET
This is my timeline Gantt chart and no any budgeting was necessary while doing.
15
CHAPTER 7: CONCLUSIONS
This examination will aim to investigate between thequalityservices (likeInformation quality,
Response time, Security/Privacy, Merchandise attributes, Payment, customer service, Delivery
service) and customer satisfaction in a sub metropolitan district Itahari. This examination tried to
get some answers concerning the Daraz service qualities in Itahari, which will add a collection of
information about how delivery service, the products, payments, etc are related with consumer
satisfaction. Some useful implication of the hypothesis will be utilized in this examination. First,
service qualitiescare assumes a basic part in customer satisfaction. To satisfy customers in the
present competitive e-commercial center, online. Daraz should watch out for good quality
services. Prompt delivery furthermore and brief reaction to customers' interests and requests are
essential. Second, Giving shifted sorts of products, particular cost and delivery service is
significant. Consumer satisfaction actually relies upon product assortment, product cost and
delivery service accommodation.The poll for the structure will be utilized to gather the
information. The quantitative strategy is to be utilized. Spellbinding investigation apparatuses
will be utilized to gather the information. The SPPS programming and dominate utilized for
assessing and computing the information. The connection amongquality services fit on consumer
satisfaction will be positive or not of Daraz in a sub metropolitan city Itahari will be the critical
discoveries of this research.
16
CHAPTER 8: REFERENCES
References
Grönroos, C. (2001) Managing Service Quality: An International Journal. The perceived service quality
concept, 11(3).
H Maddern, R.m. (2020) CUSTOMER SATISFACTION AND SERVICE QUALITY IN UK. CUSTOMER
SATISFACTION AND SERVICE QUALITY IN UK, 07(10), pp.1472-2939.
Kotler, P.T. (2006) Marketing Management, 12th Edition. Marketing Management, 12th Edition, 12(21),
pp.112-222.
Lovelock, C. & Wirtz, J. (2006) Services Marketing: People, Technology, Strategy. Services Marketing:
People, Technology, Strategy, 12(3), p.122.
nepalitimes. ( 2019) nepalitimes [Online]. Available from: https://www.nepalitimes.com/business/daraz-

creating-change/ [Accessed 3 January 2021].
PHILIP KOTLER, w.s. (1997) Principles of Marketing. Principles of Marketing, 09(11), p.221.
17
CHAPTER 9: APPENDIX
Questionnaire used for Pilot study:
Section 1: Demographic Data
We are conducting a research project concerning e-commerce. Your opinion will be helpful to
us. We assure you that the survey data are only for academic research and won’t be used for any
commercial purpose. If you have any online shopping experience, please read the following
question carefully and tick the options that you consider correct and appropriate. Thanks for your
cooperation.
1) What is your name?

…………………………..
2) Gender
a) Male
b) Female
3) What is your Age?
a) Below 16
b) 16-35
c) 36-60
d) 60 and above
4) What is your occupation?
a) Student
b) Business person
c) Employee
d) Others
5) Have you ever done online shopping?
a) Yes
b) No
c) Maybe
d) often
6) What is your most recent products from online shopping?
a) Men’s Women’s Shoes and Slippers
18
b) Fancy men’s and women’s wears

c) Electronic Accessories and Gadgets
d) Men’s Women’s Sport Wears
e) Men’s Women’s Sport foot Wears
f) Other intangible goods
g) Other services
Section 2
Suppose the following sentence describes your shopping experience. What is your degree of
agreement: (Strongly disagrees, Disagree, Neutral, Agree, Strongly agree). The higher the points,
the more you agree).
Information Quality
1. The information provided at the Web site is reliable.
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. The information provided on the Web site is easily understandable.
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
3. I can find all detailed information of goods I need.
b) Disagree
c) Neutral
d) Agree
19
e) Strongly Agree
Customer service
Please choose the correct answer that mostly represents your opinion in each of the following
questions.
1. Customer service personnel are always willing to help you.
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. Inquiries are answered promptly.
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
3. The company is ready and willing to respond to customer needs.
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
Respond time
questions.
1. The website loads quickly.
20
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. When I use the website there is very little waiting time between my actions and the websites
response.
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
Delivery
questions.
1. The product is delivered by the time promised by the company.

b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. You get what you ordered from site.
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
21
3. The items sent by the site are well packaged and perfectly sound.
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
4. I am satisfied with the delivery mode of the Web site ( post, express delivery, home delivery)
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
Merchandise attributes
questions.
1. The general pricing of the Web site’s goods is relatively low goods price plus delivery price.
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. There are more choices for goods of a particular type at this site.
b) Disagree
c) Neutral
d) Agree
22
e) Strongly Agree
3. This Web site has a bigger offering of lucky draw and discounts than similar Web sites.
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
Payment
questions.
1. This Web site has complete payment option like online payment, cash on delivery, etc.
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. I accept the payment options provided by the web site.

b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
Security/Privacy
questions.
1. The website has adequate security features.
23
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. I feel safe in transaction with this site.

b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
3. I feel I can trust the website.

b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
Satisfaction
questions.
1. If I had to do it over again, I’d make my most recent online purchase at this website.
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. I have truly enjoyed purchasing from this website.
24
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
3. I am satisfied with my most recent decision to purchase from this website.

b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
Raw data collected from the Pilot Study

Demographic Data
25
26
Section 2
Information Quality
27
28
Customer service
29
Respond time
30
Delivery
31
32
33
Merchandise Attributes
34
Payment
35
Security/Privacy
36
Satisfaction
37
38
TIMELINE
39

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Management Investigation and Dissertation MN6P00NT

Module Code & Module Title

MN6P00NT Management Investigation and Dissertation

20% Individual Report | Research Proposal

A critical assessment of the customers satisfaction in the delivery services of Daraz in

Assignment Submission Date: 3rd January 2021

Keywords findings: Quality services and Customers satisfaction

1.1 Background of the study

I have researched on Daraz.np whichis known to be a standout amongst other internet

1.2 Statement of the Problems

1.3 Research Questions

1.4 Research Objectives

1.5 Significances of the study

1.6 Limitations of the Study

CHAPTER 2: LITERATURE REVIEW

2.1 Daraz Overview

2.2 Theoretical Literature

2.2.2 Significance and Drivers of Service Quality

2.3 Empirical Findings

CHAPTER 3: CONCEPTUAL FRAMEWORK

Figure: Sources of Variables

3.2 Conceptual Framework

Figure: Conceptual Framework

H6:A higher level of customer service will result in greater satisfaction.

CHAPTER 4: RESEARCH METHOD

4.1 Research Approach

4.2 Data Collection

4.3 Data Analysis Tools

CHAPTER 5: RESULT OF PILOT STUDY

CHAPTER 6: TIMELINE AND BUDGET

nepalitimes. ( 2019) nepalitimes [Online]. Available from: https://www.nepalitimes.com/business/daraz-

1) What is your name?

b) Fancy men’s and women’s wears

2. The information provided on the Web site is easily understandable.

3. I can find all detailed information of goods I need.

1. Customer service personnel are always willing to help you.

2. Inquiries are answered promptly.

3. The company is ready and willing to respond to customer needs.

1. The website loads quickly.

1. The product is delivered by the time promised by the company.

2. You get what you ordered from site.

2. I accept the payment options provided by the web site.

1. The website has adequate security features.

2. I feel safe in transaction with this site.

3. I feel I can trust the website.

2. I have truly enjoyed purchasing from this website.

3. I am satisfied with my most recent decision to purchase from this website.

Raw data collected from the Pilot Study

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