Browsing by Author "Dipika, Raisa Raqib"

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A critical analysis of customer satisfaction metrics and challenges at Daraz
(BRAC University, 2025-07) Dipika, Raisa Raqib; Chowdhury, Suman Paul
Daraz Bangladesh is a leading e-commerce platform that offers merchants a virtual storefront and gives customers easy access to online shopping. Daraz has grown rapidly after launching in 2015, the success would not have been possible without government’s encouragement for digitalization. This report shows the crucial opportunities and challenges Daraz come across when it comes to customer satisfaction. Issues like customer experience, customer service, delivery speed, and product quality play a vital role in influencing how customers feel about the app. Many users like Daraz for its reasonable price products, wide product selection, and convenience. However, there are daily challenges that the company face, including late deliveries, poor product quality, and issues with customer support. Daraz ensures its customers satisfied by putting rigorous quality monitoring on the seller, uses AI to customize shopping experience based on their search and improving logistics for fast delivery. Daraz also provides seamless return and refund procedures to make sure the customer does not remain unsatisfied. Challenges like supply chain management, product authenticity and keeping up service standards are some of the challenges Daraz face while fast expanding. To get rid of these challenges, it is important to make strategic technological investments, build partnerships with reliable suppliers, and implement a strong feedback method to continually enhance service quality. Despite Daraz's notable progress in building a robust online presence, concentrating on these crucial areas will help the company overcome current obstacles and increase customer happiness, which will guarantee long-term growth and a competitive edge in the changing e-commerce industry.