A Study of Customers Behavior to Improve Business of SaudiBroker4u.com in Saudi Arabia

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MIS 440 MANAGEMENT SUPPORT SYSTEMS
FINAL PROJECT REPORT
Topic:
A Study of Customers behavior to improve business of
(SaudiBroker4U.com) in (Saudi Arabia)
Prepared By:
Name of the Student: Abdullateif Ahmad Abdullkareim
Student ID: 11210023
Specialization:
MANAGEMENT INFORMATION SYSTEMS (MIS)
Course Code: MIS 440
YANBU UNIVERSITY COLLEGE
DEPARTMENT OF MS - IMT
May, 2017

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Copyright © 2017 Abdullateif Abdullkareim All Rights Reserved
Contents
1.0 SUMMARY.............................................................................................................................. 4
2.0 ACKNOWLEDGEMENTS...................................................................................................... 4
3.0 SCHEDULE OF PROJECT DEVELOPMENT....................................................................... 4
4.0 ABBREVATIONS OF TERMS USED IN REPORT.............................................................. 5
6.0 PROJECT DETAILS................................................................................................................ 5
6.1 Topic of The Project ................................................................................................................. 5
6.3 Objective of the Project ............................................................................................................ 5
6.4 Scope of The Project................................................................................................................. 6
6.5 Importance of The Project ........................................................................................................ 6
6.6 Formulation of Research Problem ............................................................................................ 7
6.7 Sampling and Data.................................................................................................................... 7
6.8 Techniques ................................................................................................................................ 7
6.9 Data Analysis............................................................................................................................ 7
Figure 1: Users and New users by Months..................................................................................... 8
Figure 2: Total users by Hours........................................................................................................ 8
Figure 3: Total users by Country, for more than or equal 30 users ................................................ 9
Figure 4: Total users by Language.................................................................................................. 9
Figure 5: Broker Type................................................................................................................... 10
Figure 6: Total Orders by Month.................................................................................................. 10

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Figure 7: Online Stores, For more than or equal 5 Orders............................................................ 11
6.10 Data Discussion .................................................................................................................... 11
6.11 Conclusions........................................................................................................................... 14
7.0 APPENDICES ........................................................................................................................ 15
8.0 References............................................................................................................................... 16

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1.0 SUMMARY
Online shopping is becoming very popular in these days, because a lot of reasons such as
prices are cheaper and there is a variety of products which is not available in the local market.
But in order to buy from online stores, customers’ needs to have a credit card and a good English
language to communicate with the sellers. SB4U company offer a broker service which they will
buy the products for the customers and deal with the seller to solve any problems that maybe
occurred, and the most important features is to protect to customers from fraud.
2.0 ACKNOWLEDGEMENTS
I have taken efforts in this project. However, it would not have been possible without the
kind support and help of my lecturer Dr. Hafizi Muhamad Ali. I would like to extend my sincere
thanks to him.
3.0 SCHEDULE OF PROJECT DEVELOPMENT
The schedule time of this project starts from 26th
of April 2017 until 14th
of May 2017.
The Timeline is short but with the right tools and good techniques, then the timeline should not
be problem.

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4.0 ABBREVATIONS OF TERMS USED IN REPORT
1. SB4U stand for SaudiBroker4U company.
2. SaudiBroker4U company is a broker company that buys products from online stores to
their customers in exchange of small fees.
3. General Broker service stand for the physical products that needs to be packaged and
shipped.
4. Electronic Broker service stand for the digital and subscription products that doesn’t
required packaging or shipping.
5. Google Analytics is a freemium web analytics service offered by Google that tracks and
reports website traffic.
6. SAP Lumira is a self-service, data visualization application for business users.
7. SEO or Search Engine Optimization is the name given to activity that attempts to
improve search engine rankings.
6.0 PROJECT DETAILS
6.1 Topic of The Project
What should SB4U company improve in their services to improve their business overall?
6.3 Objective of the Project
The goal of this project is to analysis the users’ behavior in SB4U company, like where
are the users from, which time of the day the website has more users, and which service is the

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most popular one. So, by the end of this project I expect that this analysis should help SB4U
company to focus on specific things to improve their business overall.
6.4 Scope of The Project
The project will focus on the Graphical analysis that has been taken from Google
Analytics and from the SB4U website database. The goal of this analysis is to study the users’
behavior in term of improving the performance of SB4U company. The focus specifically will be
on the users’ location, when they are browsing the SB4U website, the website languages that is
mostly used, the rate of the users’ activity by months, which service is the most popular one, the
orders rate by months and the top online stores. So, by the end of this project the conclusion
section will have solutions to improve the SB4U company business and to catch the customers’
attentions.
6.5 Importance of The Project
Since online shopping is becoming more popular than the traditional shopping, then
SB4U company needs to catch their customers’ attentions and get their satisfaction. There are
many competitors in the online market, and to be in the top of those competitors you will need to
analysis the and observe the data of the users’ behavior, and that is the importance of this project.

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6.6 Formulation of Research Problem
SB4U users’ status is in continues decreasing, so SB4U company does not have a good
number of new users, and the orders rate mostly is down. That’s mean there is no much business,
and if this situation is not fixed, then it will lead to business shutdown.
6.7 Sampling and Data
The users’ data has been collected from Google Analytics from 18th
of April 2106 to 26th
of April 2017, the data consist of New users, Users, Country, Languages, Date and Time. The
orders data has been collected from SB4U database from 18th
of April 2016 to 26th
of April 2017,
the data consist of Order Date, Customer Name, Product Name, Broker Type, Website Link and
Price.
6.8 Techniques
The data has been collected from Google Analytics and SB4U database, and then it has
been analyzed by SAP Lumira. Since SAP Lumira provide a very good visualization and that
will be very helpful to analyze the data to make it clearer.
6.9 Data Analysis
This section will explain the date that has been collected from Google Analytic and
SB4U database and analyzed by SAP Lumira. So, the reader can understand what is happening
in the figures, and the reader should have a clear idea about the situation.

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This figure 1, shows the rate of users (Returning users and new users) for the selected
period, and the rate of users at the begging of April 2016, is very low because at that month the
website has been lunched. Then In the next month there is a huge increasing and it was the
highest rate overall. The next months of 2016 the rate was not stable, and by the begging of 2017
the rate was stable but it was very low.
In this figure 2, is the total users by hour, it shows the hours that the users enter to the
website. The rates show that the rate is wobbling, but there are specific hours were the website is
having more users like 1 A.M., 3 A.M., 8 A.M., 5 P.M., and the most preferred hour is 6 P.M
with 174 users.
Figure 2: Total users by Hours
Figure 1: Users and New users by Months

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This figure 3, shows the countries that have more than or equal 30 users per country, so
we can see each county with the its number of users’. Saudi Arabia is the SB4U company target
and it has 1,391 users, and it the only Arabic country that has this great number of users.
This figure 4 detecting language preference of users, and we can see that it is almost
equal. English language with 59.9% and Arabic language with 49.1%.
Figure 3: Total users by Country, for more than or equal 30 users
Figure 4: Total users by Language

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In figure 5, General Broker is the most popular service of SB4U company obviously with
166 orders, unlike Electronic Broker which has only 10 orders.
This figure shows the number of orders per month. In June 2016, it was the highest
number of orders by 33 orders, and the number of orders then fall down until December 2016,
the orders increased to be 29 orders. At the beginning of 2017, for the first and second quarters
the number of orders continuously decreasing.
Figure 5: Broker Type
Figure 6: Total Orders by Month

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This figure 7, shows the online stores that have more than or equal 5 orders per store.
Amazon.com is the most popular store with 42 orders, then ebay.com with 33 orders, and
iHerb.com with 27 orders. Those are the top 3 online stores.
6.10 Data Discussion
This section will discuss the data, and focus on what is the reasons behind the data
behavior. So, the solutions that will be given at the end of this project can make sense.
Users and New users by Month
In figure 1, it is noticeable that neither the returning users or the new users rate is stable.
This happened for a lot of reasons and it can be summarized to couple of points, which is the
Figure 7: Online Stores, For more than or equal 5 Orders

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website content didn’t catch the users’ attention well. And there aren’t enough advertisements of
the SB4U company, because the highest number of users it was 337 users, and that is not enough
number.
Total Users by Hours
In figure 2, it seems to be there is five hours of a day which are favorable hours to the
users to browse the SB4U website, 1 A.M., 3 A.M., 8 A.M., 5 P.M., and the most preferred hours
is 6 P.M. That’s means the users are more active in these hours, because these hours are almost
out of the usually working hours.
Total Users by Country
The total users by country in figure 3, it can be seen that the Saudi Arabia has the
majority of users since it is the target of SB4U company. Also, there is other countries like
United States and United Kingdom that they have a fine number of users, but it’s not relevant to
SB4U business.
Total Users by Language
In figure 4, it’s explaining that the uses of English and Arabic language in browsing the
website is almost the same. This is not a good thing, since the mother language of the targeted
country which is Saudi Arabia is Arabic.

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Broker Type
In this figure 5, the General Broker is the most popular service of SB4U company.
Probably because the customer doesn’t know how to online shopping (The shipping and
communication problems), unlike the Electronic Broker which only require a credit card or a gift
card that is sold in the local market and a simple process to make the purchase.
Total Orders by Month
This figure 6, shows the orders rate by month. There is massive increase in June 2016, by
33 orders. Because at that time the Saudi Arabia economy was pretty good, the income of the
employees was great and suitable to shopping. After that the economy went down and so do the
income of the employees and that affects the SB4U business. By the end of the 2016 year the
rate of orders increased by 29 orders in December, and that happen because of the major
discounts that is given by the online stores, like Black Friday and Christmas discounts.
Online Stores
In figure 7, There is a top 3 Online stores which have the most orders like Amazon.com
with 42 orders, eBay.com with 33 orders and iHerb.com with 27 orders. The reasons behind
those numbers is those online stores have a great reputation, great collection of products, low
prices, and it is reliable stores. The most important reason also is those online stores provide a
protection for both parties sellers and buyers.

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6.11 Conclusions
The results that I’ve found at the end of this study is that the SB4U company has a lake of
customers, so they need to do more advertisements for their business, to make a brand image in
the mind of customers. Also, the preferred hours that I’ve found, SB4U company should take
advantages in these hours. For example, they can add live chat service to their website and
activate it in the preferred hours. So, if customers have any questions they can use the live chat
service and get the answers of their questions during the preferred hours.
SB4U company, they’re targeting only one country which is Saudi Arabia, and from what
I’ve found there is huge visitors from other irrelevant countries. So, SB4U company needs to
adopt SEO techniques in advance to force the Search Engines to show SB4U website always in
the search results for visitors from Saudi Arabia.
The services that are provided by SB4U company is two services which are General
Broker and Electronic Broker, and the demand for the General Broker service seems to be a
massive demand, unlike Electronic Broker service. So, SB4U needs to focus on the General
Broker service and improve it. For the Electronic Broker service, they can support it by
advertisements, so customers can know about this service features.
For the number of orders by month, the number of orders is not stable and therefore
SB4U company should inform their customers about the discounts days that happened during
seasons. Also, they can inform their customers with the best products of the 3 top online stores to
catch their attention. They can inform their customers on the website or using social networks,
since almost everyone is using social networks.

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7.0 APPENDICES
I’ve gone through the SB4U social accounts and from what I can see, it does needs to be
improved, since social networks are becoming the most preferred for advertisements. For the
SB4U website, I think they need to change the website interface to be more modern and make it
more attractive. Also, if they can be certified by the Saudi Network Information Center, so they
can add (.sa) to their domain, that should give them more credibility.
Smartphones apps are becoming popular, and in these days a lot of companies are making
a smartphone app for their business. So, if SB4U company can make a smartphone app for their
business, that should improve their business. With the smartphone app, the customers can post an
order, post payment, check order status and many more features. The app can be made for the
most two popular smartphones operating systems Android and iOS, so it doesn’t have to be made
for all of the other smartphones operating systems.

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8.0 References
1) Retrieved April 27, 2017, from http://www.saudibroker4u.com/.
2) Retrieved April 27, 2017, from https://analytics.google.com/.
3) Retrieved April 27, 2017, from http://saplumira.com/.
4) Retrieved April 27, 2017, from http://www.rcyci.edu.sa/.

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