Bhatbhateni Online

CHAPTER 1:

EXECUTIVE SUMMARY

Electronic commerce is generally considered to be the sales aspect of e-business. It also consists of the exchange of data to facilitate the financing and payment aspects of business transactions. This is an effective and efficient way of communicating within an organization and one of the most effective and useful ways of conducting business. There is no time barrier in selling the  products. One can log on to the internet even at midnight and can sell the products at a single click of mouse. It reduces delivery time and labor cost thus it has been possible to save the time of both –  both –  the  the vendor and the consumer. We now have access to almost a lmost every knick-knack of our daily lives at competitive prices on the internet. No matter one is educated or illiterate, an urbane or a countryman, in India or in U.K; all you need is an internet connection and a green bank account. With e-commerce then, you can  buy almost anything you wish for without actually touching the product physically and inquiring the salesman n number of times before placing the final order. Here is a beautiful picture depicting how has human life evolved to adapt to the digital world and hence trading over the internet. As seen, from pizza and potted plant to pair of shoes, we have everything on sale on the internet available in tempting offers!! Snapdeal.com, Amazon, eBa y, Naaptol, Myntra, etc. are some of the most popular e-commerce websites. People nowadays want convenience in their shopping. They prefer buying different types of  branded products from a single place and preferably from home. The development of ecommerce has enabled this facility to people. Bhatbhatenionline.com is one of the similar online shopping site which comes under Bhatbhateni supermarket which is one of the oldest supermarkets of Nepal. This site helps the customers to choose from a variety of products and buy the one that best suits their need and budget b y sitting in front of their computers. This frees the customers from the tiring task of moving from one  place to other in search of goods that they want to purchase. Bhatbhatenionline features different products that are divided into categories that enable customers to search for products according to category. It also provides products of different  brands at a single place so as to attract customers who are loyal to different brands. brands. Bhatbhatenionline.com is the customer oriented website which helps in solving problems of the customers by providing them with the information about different products. It offers a wide variety of products like baby care, books, cosmetics, clothing, home interior, jewelleries, kitchen wares, etc. It provides the quality goods to the customers in the reasonable price.

CHAPTER 2: INTRODUCTION The process of purchasing products and services over the internet is called online shopping. It has become very convenient way to shop for all those who have an access to the internet at work, at home or both. Buying variety of products from your favorite departmental store online is gaining momentum. Previously we need to visit the physical store to shop, where we had to travel and take time off from work but now through online shopping, the shopping experience has become easier, cheaper, and convenient. Departmental stores are fast growing now-a-days where people c an get variety of products under the same roof. The concept of online shopping has given an opportunity to people to shop from any part of the world. The entire product offered by departmental store is clearl y displayed on the site. You can check all the products taking as much time as you want. There is a wide variety of products in different categories. With the help of the filters and the advanced search options you can narrow down to your desired products easily.

INTRODUCTION TO THE COMPANY Bhat-Bhateni is a leading supermarket and depa rtmental store chain in Nepal. With an impressive growth history, since 1984, Bhat-Bhateni has developed a reputation for continuous improvements, every day low price and a product offer second to none. Since 1984 A.D, Bhat-Bhateni has grown from a 120 sq. ft. store to become Nepal's no. 1 retail sector tax payer with more than 40,000 customers daily. Mr. & Mrs. Min B. Gurung started Bhat-Bhateni cold store in 1984. This ordinary 'single shutter' store has since transformed to  become Six leading supermarket and departmental stores in Kathmandu, Lalitpur and Pokhara. Bhat-Bhateni offers a full range of 120,000 p roducts from 750 local and international suppliers. The product range includes:  

Groceries Kitchenware Glassware, plastic ware o Utensils o o Dinnerware Electrical Appliances o

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Sports & toys

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Gifts, cards and flowers

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Liquor

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Clothing o Ladies wear, kurthas & sari Menswear o Children wear o Baby Wear o

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Electricals

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Jewellery (gold & silver)

More than 40,000 people visit the stores daily and benefit from a 7-day return/exchange  policy. With over 2,200 combined store staff, consistent merchandising and assured customer service is guaranteed. Bhat-Bhateni Group operates as a private limited compan y. It has been a successful family  business since the establishment in 1984 and has been the largest tax payer in the retail sector since 2008 A.D.

BHATBHATENI ONLINE BhatBhateniOnline.com is an online entity owned and managed by a team of professionals  passionate about bringing quality online shopping services to Nepal. We take great pride in being associated with Bhat Bhateni Supermarket and Departmental Store (BBSM) , Nepal’s largest departmental store, as their online extension and strive to give our customers the feel of shopping at any of BBSM’s physical stores. Through BhatBhateniOnline.com, Bhatbhateni makes every effort to make customers’  online shopping experience fast, easy and secure and it is most concerned about providing customers with the best after sales service. BhatBhateniOnline.com is  Nepal’s fastest growing online  shopping website with over 5000 customers   registered since the site went live in April 2011. Most of the customers have been recommended to try it out by their friends and family and they have shopped with it repeatedly.

ONLINE OPPORTUNITIES Online business has become the most convenient method for doing business due to rapid development in the computer technology. It has become an industry where buying and selling of  product or service is conducted over electronic systems such as the Internet and other computer networks. Online business is doing the business through electronic medium and which is available for providing 24 hour service; it has global reach and efficient customer service. It has changed lifestyle of people and also has saved time and money of people. Doing business through electronic medium(e-commerce) is cheap medium as it reduces cost i.e. through less number of employees, no spending on documents and paper, reduces advertising cost etc, saves time of both buyer and seller and also one can sell his product or customer can buy a product on a single click. Bhatbhateni.com is one of the online versions of the popular departmental store of Nepal. The services of Bhatbhateni are similar to muncha.com. Bhatbhateni offers huge amount of product and its service charge is also low in comparison to other online stores of Nepal. It provides discounts of the customers who purchase its products online. If you are not in Nepal then also you can send gifts to your family from Bhatbhateni. Bhatbhateni is a customer-oriented firm, which is taking care of the customers need and wants. Customers can order any product listed on the firm’s website or offered by the firm of their choice through clicking on the website. It is trying to satisfy customers by providing quality facility. Payments can be made by Credit Card/ PayPal/ e-Sewa/ Kumari Bank cards. So, it aims is to provide customers an online platform to buy variety of products to make their shopping experience easier and convenient at affordable price.

BUSINESS MODEL The B2C model of E-Commerce is a model in which businesses sell directly to the customer where transaction is conducted over the internet. They are the interactions relating to the sale of goods and services between a business and consumer. Our business directly deals with customers. Firstly customers order the required product online and we deliver the products as home delivery. So, business model used is B2C (Business to Customer). The flow of information between Bhatbhateni and customer is typically through the medium of internet.

MARKETING STRATEGIES  Marketing strategy  is defined by David Aaker as a process that can allow an organization to concentrate its resources on the optimal opportunities with the goals. Every business is unique. So, every business needs a unique marketing plan to sustain itself. A thorough analysis of competition is also carried out to understand how to get the best out of the marketing strategy. An important aspect of marketing strategy involves identifying and then catering to the needs of the target customers. Marketing strategies are as follows:

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Target the customers

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Advertising in social networks i.e. facebook, twitter etc.

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Market segmentation.

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Expos and expeditions

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Print , Audio-visual advertisement

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Complimentary offers to valued customers (price discount during festive seasons)

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Corporate Social Responsibility

Bhat-Bhateni supermarket also applies different marketing strategies to increase its sales and increase customer loyalty. It uses outdoor advertising through its vehicles that run across Kathmandu Valley delivering goods. It also uses online advertising. Promotions are done through its sites www.bbsm.com which provides information about the supermarket and www.bhatbhatenionline.com which facilitates online buying and selling. Promotional activities like sale, discount, etc. are also used.

PAYMENT METHOD An e-commerce payment system facilitates the acceptance of electronic payment for online transactions. Also known as a sample of Electronic Data Interchange (EDI), e-commerce  payment systems have become increasingly popular due to the widespread use of the internet based shopping and banking. Over the years, credit cards have become one of the most common forms of payment for ecommerce transactions. It would be difficult for an online retailer to operate without supporting credit and debit cards due to their widespread use. Increased security measures include use of the card verification number (CVN) which detects fraud by comparing the verification number  printed on the signature strip on the back of the card with the information on file with the cardholder's issuing bank. Also online merchants have to comply with stringent rules stipulated  by the credit and debit card issuers (Visa and MasterCard). This means that merchants must have security protocol and procedures in place to ensure transactions are more secure. This can also include having a certificate from an authorized certification authority (CA) who provides PKI (Public-Key infrastructure) for securing credit and debit card transactions. In the meantime, the use of smartcards has become extremely popular. A Smartcard is similar to a credit card; however it contains an embedded 8-bit microprocessor and uses electronic cash which transfers from the consumers’ card to the sellers’ device. A popular smartcard initiative is the VISA Smartcard. Using the VISA Smartcard you can transfer electronic cash to your card from your bank account, and you can then use your card at various retailers and on the internet.

Types of electronic payment system

The different types of electronic payment system can be categorized as follows: 1. Banking and financial payments Large scale or wholesale payment Small scale or retail payment Home banking Retailing payment card    

2. Online electronic payment system Token based payment Electronic Cash o Electronic Cheques o o Smart cards/ debit cards 

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Credit Card based payment Encrypted credit card o Third party authorization number o

Among these different electronic payment methods, the different ways of electronic payments made available by bhatbhatenionline.com are:

1. eSewa eSewa is the Digital Payment Portal of Nepal. With new and unique services like VISA Prepaid Card, Mobile Wallet, Payout Agent (Cash in & Cash out), Internet Wallet and many other facilities eSewa guarantees optimum customer satisfaction.

Fig: Working of eSewa 2. PayPal PayPal is a global e-commerce business allowing pa yments and money transfers to be made through the Internet. Online money transfers serve as electronic alternatives to  paying with traditional paper methods, such as checks and money orders. 3. Kumari Bank : Online Shopping through internet banking Kumari Bank’s customers who have subscribed to internet banking services can make  payment from their account directly for goods purchased from Bhatbhatenionline.com of Bhatbhatbhateni Super Market (BBSM). The tie up for payment is first of its kind  between a bank and a supermarket. Bank’s customers may order the goods they like from the comfort of their residence and make the payment by choosing the option ‘checkout using Kumari’. 4.

Nepal Investment Bank Limited  NIBL offers Online Payment Gateway to the different Merchants. NIBL customers can make online payments through NIBL eBanking while making purchase through  bhatbhatenionline.com.

SECURITY THREATS AND PREVENTION MEASURES While carrying out online transactions, different security threats can arise. The major security threats faced by the company are: 

Interception: It means an unauthorized party has gained access to the network and its resources. The outside person can be a person, a program or a computing system. Such interception makes the network less secure and vulnerable to loss and distortion of data.

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Loss, damage or distortion of data via hackers Once internal or external hackers enter the e-commerce system through a gap in the security defenses, there is chances of destroying, damaging or modifying the system.

Malicious acts include destroying web page, crashing the whole system or changing the contents of the webpage. 

Risk from viruses, Trojan horse and worms A virus is an executable program that attaches itself to a host program and whose purpose is to replicate itself via files that are transferred from one computer to another. Viruses, Trojan horse and worms can damage the whole system. Their entry is mostly undetectable.

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Breaches to personal privacy  Networks contain confidential information regarding the customers and others that are only accessible by the authorized users. But weak network security can result in access to  personal information by unauthorized persons. This may lead to illegal activities and  privacy issues. The payment methods used by bhatbhatenionline.com try to make online transactions secure by adopting different measures given below:

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SECURITY MEASURES PROVIDED BY eSewa:

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eSewa is secured by 128 bit VeriSign SSL Certificate, which means all personal information like custoomer’s  user id and password, and the information about your transactions are encrypted before being transmitted through the internet. Always visit eSewa by typing https://esewa.com.np in your browser. When you deposit/transfer funds from partner banks to eSewa, communication between the  bank and eSewa is carried out via secured VPN connection. All your data are stored in state-of-the-art data center.

2. IDENTITY AND PASSWORD o

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Use valid Email or Mobile No. and provide proper information while registering for the eSewa service. Use strong password to protect your account. Make a point to change your password regularly. Never use dictionary words as your password. Make use of numbers and special characters to improve the strength of your password. Beware of phising sites and emails eSewa never sends emails or make calls to you to reveal your username or passwords. If your receive suspicious email/SMS please inform eSewa live support. Please check the url of eSewa as https://esewa.com.np whenever accessing the eSewa through web. 3. WITH MOBILE

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Do not leave your mobile unattended. Please ensure that your mobile's locking features have  been enabled. Always use eSewa mobile application to access your eSewa account. Please make sure the download is done through the official eSewa website at https://esewa.com.np. Do not reveal your Mobile PIN (MPIN) to others. All messages generated by the mobile application are encrypted in the operator network for enhanced security. Please change your MPIN on regular basis. SECURITY MEASURES PROVIDED BY PAYPAL:

Privacy to Fight Identity Theft

PayPal is designed from the ground up to be one of the safest ways to send money online. Unlike other financial institutions, our payments are sent without sharing financial information. In fact, PayPal never shares your financial information with or sells it to merchants. How it works.

1. Your sensitive financial information is securely stored on our servers. 2. When you use PayPal to pay online, you provide only your PayPal email address. 3. The merchants/retailers receive payment from PayPal without ever seeing your financial information. Feel secure with powerful encryption.

Information is automatically sent with a high level of  data encryption.

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Stay vigilant with automatic email confirmation.

To help safeguard you against identity theft, every PayPal payment is followed b y an email confirming your transaction.

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Monitor your sensitive information.

Online Safety Essentials contains the Identity Protection Guide to help customers avoid identity theft.

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Prevention to Help Stop Fraud

PayPal helps shield you with behind-the-scenes countermeasures so customers can securely send money online. How it works.

1. State-of-the-Art Technology As a leader in security technology, we use state-of-the-art fraud prevention to help stop cyber crime. 2. 24/7 Transaction Monitoring It’s team of over 2,000 specialists worldwide includes former law enforcement officials who work with agencies around the world to help protect customers from fraud and identity theft. It’s experts will: Contact customers immediately if it suspects fraud in their account. Work with authorities to shut down fraudulent websites. 3. Cutting-Edge Fraud Models Every transaction is reviewed by industry-leading, proprietary models that h elp weed out fraudulent activity. 4. PayPal Verification System Many account holders have Verified their accounts and successfully established their identity with PayPal.  

CHAPTER 3 : BUSINESS PROBLEM ANALYSIS AND

SOLUTION PROBLEM ANALYSIS 

There are more competitors in the market

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Usually they sell them at breakeven or a loss

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Import of branded products is more time consuming

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Market is currently priced high

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Giving more warranty is difficult

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Different low price products are made available b y competitors

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People still have mindsets that goods cost more at supermarkets and hence are reluctant to shop there.

SOLUTION 

Create an on-line site that connects suppliers together

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Create a link to more customers

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More on-line advertising should be done

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Attract broad range of customers by providing variety of products

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Track competitive scenario

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Compare past and present sales for profitable future

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Provide special discounts for existing customers

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Long term warranty can be provided for durables

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Offer on-line services according to customer’s needs and satisfaction

CHAPTER 4: WEBSITE DESIGN Bhatbhateni supermarket has designed a website www.bhatbhatenionline.com to carryout online transactions. Buying and payment process through this website is given below: Open your browser (Internet Explorer, Mozilla, Firefox, and Goo gle Chrome) in a computer with internet facility. Type www.bhatbhatenionline.com in the address bar.

Click the 'Enter' key in your keyboard. The website will open in a while depending on internet speed. It will look somewhat like the following:

As you can see, you can either search for the product of your choice from product 'Categories' or choose a product from the lists of 'Featured Products' or 'Product Highlight'. For instance, choose a product (eg. Samsung LA22C350D1) from the 'Featured Products' list. We get the following screen:

You can either Add to Cart to buy the product or Add to Wishlist.

Click on 'Continue Shopping' to continue shopping. Or else, click on 'Check Out'. Follow the above process to continue shopping with other product/s. You can remove any item you have added to cart/wishlist by checking the empty check-box below 'REMOVE' option and clicking on 'Update' to update the changes. Click on the 'Checkout' button. Enter your E-mail address and password if you are a registered customer. If you are a new customer, enter the necessary information in the 'New Customer' and 'Shipping Details' fields to sign up. Click on 'Sign Up'.

To log-in, enter the E-mail address and Password you provided during sign-up in the 'Returning Customer' field.

Click on the 'Log in' button. Click on 'My Cart' button on the right hand side of the page.

Click on 'Check Out' after updating changes if any. Edit 'Address Information' field if needed. Also choose the 'Location' and 'Delivery Option'. Click on 'Proceed to checkout' button.

You will reach the 'Confirmation' page which look s like this:

Enter any relevant information, if you want, in th e empty field. Check the 'I agree to the above terms and conditions' box. Click on the 'Check Out' button. The following screen appears:

Enter your eSewa User Name and Password (Sign up for an eSewa account if you do not have one). Enter the security code. Click on the 'Login' button. The following screen appears:

Click on 'Confirm'. You will get the following message:

Click on 'Proceed' to continue buying new items. Click on 'Log off' on the top right hand side of the page to log out once you are done with online shopping.