Faculty of Management

Tribhuvan University

ePharmacy.com

Submitted by :
Ronish Banjara
Yanjan Gurung
Prem Pradip Dhakal
Sabin Karki

Submitted to:
Department of Management
Shankar Dev Campus
Putalisadak, Kathmandu

In partial fulfillment of the requirements for the Bachelors in Business Management

March 2024
Under the Supervision of Kabindra Koirala
 SUPERVISOR’S RECOMMENDATION

I hereby recommend that the report prepared under my supervision by

Ronish Banjara, , Yanjan Gurung, Prem Pradip Dhakal, Sabin Karki
group “ePharmacy.com” be accepted as fulfilling in a partial
requirement for the degree of Bachelor of Business Management.

Supervisor
(Kabindra Koirala)
 LETTER OF APPROVAL

This is to certify that this project prepared by Ronish Banjara, Yanjan Gurung, Sabin
Karki and Prem Pradip Dhakal entitled “ePharmacy.com” in partial fulfillment of
the requirements for the degree of Bachelor in Business Management, has been
evaluated. In our opinion, it is satisfactory in scope and quality as a project for the
required degree.

……………………………. ………………………………………

Supervisor Director/Co-Ordinator/HOD

Kabindra Koirala, Supervisor ,Director

Shanker Dev Campus, Putalisadak-Ramshah Shanker Dev Campus, Putalisadak-Ramshah

Path, Kathmandu Path, Kathmandu

--------------------------- ----------------------------

Internal Examiner External Examiner

Tribhuvan University
 ACKNOWLEDGEMENT

We express our gratitude to the department of management, Shankar Dev Campus for giving
us the opportunity to work on this field project on this topic.
We want to thank our teacher Mr. Kabindra Koirala who guided us. He encouraged us to
work on this project. We are also grateful to our college, friends and others who provided us
with inspiration, ideas and valuable suggestions that helped in completion of our report.
We would also like to acknowledge ePharmacy for cooperating with us and providing us
necessary resources for the project. Any kind of suggestion as well as criticism will be
appreciated and acknowledged.

Ronish Banjara
Prem Pradip Dhakal
Yanjan Gurung
Sabin Karki

0
 ABSTRACT

The purpose of the project entitled as “ePharmacy.com” is to gather information

about the E-commerce Platform ePharmacy.com. “ePharmacy.com” serves as an online
pharmacy where consumers can purchase prescription medications, over-the-counter drugs,
health supplements, medical devices, and personal care products.

ePharmacy.com is a pioneering e-commerce platform tailored for the Nepali market,

revolutionizing access to pharmaceutical products and healthcare services. Offering a diverse
range of prescription medications, over-the-counter drugs, and health supplements,
ePharmacy.com combines convenience with information accessibility, empowering
consumers to make informed health decisions. With a steadfast commitment to product
authenticity and safety, the platform collaborates with licensed pharmacies and reputable
manufacturers, ensuring the procurement of genuine medications. Through seamless delivery
options and integrated telemedicine services, ePharmacy.com addresses geographical barriers
and enhances healthcare access nationwide. Prioritizing data security and privacy, the
platform safeguards sensitive health information, fostering trust and confidence among users.
ePharmacy.com represents a transformative force in Nepal's healthcare landscape, facilitating
equitable, convenient, and patient-centric healthcare delivery.

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Contents
Introduction:.........................................................................................................................................3
1.1 Introduction of the project work.................................................................................................3
1.2. Objectives of the study..............................................................................................................4
1.3. Methodology of the study..........................................................................................................4
1.4. Significance of the study............................................................................................................5
1.5. Limitation of the study...............................................................................................................5
CHAPTER 2: ORGANIZATIONAL STUDY..................................................................................................7
2.1. Organizational Background........................................................................................................7
2.2. FEATURES...................................................................................................................................8
2.3. E-commerce Business model....................................................................................................10
2.4. SWOT Analysis..........................................................................................................................11
2.5. Review of Website...................................................................................................................15
2.6. Products and Services Offered................................................................................................17
2.7. Payment Method................................................................................................................19
2.8. Digital Marketing.................................................................................................................22
2.9. Security Management.........................................................................................................24
2.10. Notification Management...............................................................................................25
CHAPTER 3: Findings and Analysis.......................................................................................................26
CHAPTER 4: CONCLUSION AND RECOMMENDATIONS........................................................................28
4.1 Conclusion.................................................................................................................................28
4.2 Recommendation......................................................................................................................29
REFERENCES........................................................................................................................................30

2
Introduction:

1.1 Introduction of the project work

This project provides information obtained through field visits and website analysis
regarding the online electronic store epharmacy.com. The report pays particular attention to
various services offered performance, durability, reliability, payment management,
notification management, security management, e-marketing etc. of the site.

The report is basically prepared for the partial fulfillment of the requirement for the degree of
Bachelor of Business Management (BBM). As our course demands, the report works as a
basis for internal evaluation and viva examination.

In Nepal, accessing essential healthcare services, especially medicines, can be challenging,

particularly in remote areas. However, with the rise of e-commerce and telemedicine, new
possibilities for improving healthcare access have emerged. One such innovative solution is
ePharmacy.com, a platform that brings pharmacies and healthcare services online. This
project aims to explore how ePharmacy.com is changing the way Nepalese people access
medicines and healthcare advice.

The major implications of the study are:

 This study enlightens the information related to products offered, services,
organizational structure and business model of this e-commerce website.
 This study can give us guidance related to operation of this website.
 We will be familiar about the strengths, weaknesses, opportunities and threats of
epharmacy.com.

3
1.2. Objectives of the study
● To highlight the services provided by Epharmacy.com e-commerce website.
● To explore impact on local e-commerce market.
● To evaluate the SWOT analysis of Epharmacy.com site.
● To be familiar with the operation of Epharmacy.com website like its payment
management, security management, search management, its communication and
collaboration, notification and so on.
● To analyze user experience and interface design.
● To contribute to academic understanding of e-commerce practices.

1.3. Methodology of the study

This research is based on a more desk study research design. This is all called the
"literature review method." In this method, the data or information are collected from
secondary data or other resources like articles, journals, and other published
resources. This report was completed through the systematic collection of data by
using various tools such as mobile phones, cameras, computers, etc. We used
secondary sources like:
 Information from the official website of Epharmacy.com
 Brochures of Epharmacy.com
 User’s feedback.
 Website Analysis
 Security Assessment
 Product Offering Evaluation

4
1.4. Significance of the study
This project was helpful for the learners to know about the today’s environment of the
e-commerce in business and also to those who want to explore about the
Epharmacy.com. Also this report might be informative to those readers interested in
the particular subject matter.
The major implications of the study are:
● This study enlightens the information related to products offered, services,
organizational structure and business model of this e-commerce website.
● This study attempted to explore the e-commerce site Epharmacy.com
● We will be familiar about the strengths, weaknesses, opportunities and threats of
Epharmacy.com
● This study can provide guidance related to operation of the website.

1.5. Limitation of the study

● Limited detail view of overall functioning on Epharmacy.com.

● Since the major report is based on secondary data, the findings are based on the
information
collected and might not be accurate.
● The study might not be able to fulfill the desire to know the details of the
prescribed department and its transactions due to confidentiality reasons and politics
of Epharmacy.com

5
CHAPTER 2: ORGANIZATIONAL STUDY

2.1. Organizational Background

Established in 2019, ePharmacy registered as a private company (‘Mahendra ePharmacy Pvt.
Ltd’) with the Nepal Government’s Ministry of Health and the Ministry of Industries,
Commerce and Supplies, is one of the leading online pharmacies operating in Nepal .
ePharmacy has been providing high-quality pharmaceuticals and healthcare products to
customers all over Nepal through its e-commerce platform. With technology and innovation,
ePharmacy aims to increase access to healthcare goods and services for its customers.

Medication is a vital component of our lives that is typically necessary to be taken daily, but
occasionally its unavailability causes issues and may have serious consequences. Hence,
ePharmacy was introduced with an effort to minimize the hassle of buying medicine and
speed up the purchasing process with a team of experienced pharmacists and healthcare
professionals who are committed to ensuring that customers receive the right medications
and advice for their health needs. Furthermore, there were a few competitors in the market
who couldn't effectively meet consumers' requirements, so ePharmacy was established in
order to cover the market gap and satisfy customers.

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 Fig 1: Homepage of epharmacy.com

2.2. FEATURES
As a business initially established on online platform, ePharmacy operates on e-commerce
platform that enables customers to explore and purchase healthcare products and services
online. The e-commerce platform of ePharmacy includes:

1. User Registration and Profile Management: Users can create accounts to manage
their personal information, prescription details, order history, and preferences.

2. Product Catalog: A comprehensive catalog of pharmaceutical products, including

prescription medications, over-the-counter drugs, health supplements, and medical
supplies, with detailed descriptions and images.

3. Search and Filter Options: Users can search for specific products and filter results
by category, brand, price range, dosage form, and other criteria to easily find what
they need.

4. Prescription Upload: Secure option for users to upload and submit prescriptions
online, facilitating the purchase of prescription medications.

5. Telemedicine Services: Integration with telemedicine platforms, allowing users to

schedule virtual appointments with licensed healthcare professionals for
consultations, diagnoses, and prescriptions.

6. Order Placement and Tracking: Seamless process for users to place orders, select
delivery options, and track the status of their orders in real-time.

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7. Secure Payment Gateway: Safe and encrypted payment processing system
supporting various payment methods, including credit/debit cards, mobile wallets,
and cash on delivery (COD).

8. Delivery Options: Flexible delivery options, including home delivery, pick-up from
partner pharmacies, and expedited shipping services, with estimated delivery times
provided to users.

9. Customer Support: Accessible customer support channels such as live chat, email,
and phone support to assist users with inquiries, concerns, and technical assistance.

10. Health Information Resources: Educational resources, articles, and FAQs on

health-related topics, medication usage, side effects, and disease management to
empower users with knowledge.

11. Product Reviews and Ratings: User-generated reviews and ratings for products,
helping users make informed decisions and providing feedback to improve product
quality and selection.

12. Privacy and Security Measures: Stringent data protection measures to safeguard
user privacy and sensitive information, including secure connections, encryption, and
compliance with data privacy regulations.

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2.3. E-commerce Business model
As a business-to-consumer (B2C) platform, ePharmacy.com directly serves individual
consumers, providing them with access to pharmaceutical products and healthcare services
for personal use. This model involves transactions between the business (ePharmacy.com)
and the end consumers, where consumers browse, select, and purchase products or services
offered on the platform. ePharmacy.com focuses on meeting the needs and preferences of
individual consumers, offering convenience, accessibility, and a wide range of products to
enhance the overall shopping experience.

Publish
catalogue/Pro
duct listing

Online order
placement

Product
arrival

New
Product product
inspection arrival

Return disapprove
Approve Deliver to product
and customer9
packaging
2.4. SWOT Analysis

SWOT analysis is a strategic planning and strategic management technique used to

help a person or organization identify strengths, weaknesses, opportunities, and threats
related to business competition or project planning. Every company has various factors
determining its strengths, weaknesses, opportunities, and threats. Likewise, the SWOT
analysis of ePharmacy.com are as follows:

Strengths:

1. Wide Product Range: ePharmacy.com offers a comprehensive range of

pharmaceutical products, including prescription medications, over-the-counter
drugs, health supplements, and medical devices, catering to diverse healthcare
needs.

2. Convenience: The platform provides users with convenient access to healthcare

products and services from the comfort of their homes, eliminating the need for
physical visits to brick-and-mortar pharmacies.

3. Telemedicine Integration: Integration with telemedicine services enables users to

schedule virtual appointments with licensed healthcare professionals for
consultations, diagnoses, and prescriptions.

4. Secure Payment Processing: ePharmacy.com employs secure payment gateways,

ensuring safe and encrypted transactions, thereby enhancing user trust and
confidence in the platform.

5. Customer Support: The platform offers responsive customer support channels,

including live chat, email, and phone support, to assist users with inquiries,
orders, and technical issues.

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Weaknesses:

1. Regulatory Compliance: Compliance with regulatory requirements for

pharmaceutical sales, including licensing, prescription verification, and data
privacy regulations, can be complex and require ongoing adherence to ensure
legal compliance.

2. Dependence on Internet Connectivity: The reliance on internet connectivity for

accessing the platform and telemedicine services may pose challenges in areas
with limited internet access or unreliable connectivity.

3. Competition: The e-commerce landscape for pharmaceuticals is becoming

increasingly competitive, with the presence of established players and new
entrants vying for market share, requiring ePharmacy.com to differentiate itself
and maintain a competitive edge.

4. Lack of personal engagement: Customers may find it difficult to receive advice or ask
inquiries regarding prescriptions due to a lack of personal interaction and experience.

5. Limited brand recognition: ePharmacy may struggle with brand recognition, as it is a

relatively new company that competes with established brick-and-mortar pharmacies.

Opportunities:

1. Market Expansion: There is potential for ePharmacy.com to expand its market

reach beyond its current geographic area, tapping into underserved regions and
demographic segments to further grow its customer base.

2. Telemedicine Growth: The growing acceptance and adoption of telemedicine

services present opportunities for ePharmacy.com to expand its teleconsultation
offerings, increase engagement with healthcare professionals, and enhance its
value proposition for users.

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 3. Strategic Partnerships: Collaborations with healthcare providers, pharmaceutical
manufacturers, and telemedicine platforms can help ePharmacy.com enhance its
service offerings, improve product sourcing, and expand its network, driving
growth and innovation.

4. The advancement in Information and Communications Technology (ICT), processing

and storage technologies facilitate the operation of epharmacy and other sites.

5. Increasing demand for healthcare products: As Nepal's population continues to grow

and age, the demand for healthcare products is likely to increase. ePharmacy can
capitalize on this trend by offering a diverse range of healthcare products.

Threats:

1. Regulatory Changes: Changes in regulations governing online pharmacies,

telemedicine, and data privacy could pose compliance challenges and impact
ePharmacy.com's operations and profitability.

2. Cybersecurity Risks: The platform may face cybersecurity threats, including data
breaches, hacking attempts, and malware attacks, which could compromise user
data security and erode trust in the platform.

3. Competitive Pressure: Intensifying competition from existing and new entrants in

the e-commerce and telemedicine sectors could erode market share and margins
for ePharmacy.com, necessitating continuous innovation and differentiation
strategies to maintain relevance and competitiveness.

Overall, while ePharmacy.com has several strengths and opportunities for growth, it
also faces challenges and threats that require proactive management and strategic
planning to navigate effectively in the dynamic and evolving healthcare and e-
commerce landscapes.

12
13
2.5. Review of Website

The look and feel of a website refer to its visual appearance, layout, and user
interface design. It encompasses elements such as color scheme, typography,
imagery, navigation, and overall aesthetic. A website's look and feel aim to create a
use and functionality in a clear and intuitive manner.
The design elements found in the website of epharmacy.com are:
 Homepage
 Product Listings
 Navigation (Search Bar)
 Shopping Cart and Checkout
 Trust Signals (Security Badges, Customer Testimonials, Secure payment icon)
 Footer (About us, Contact Us, FAQs, Terms of Service)
 Call to action

fig: Product listings of epharmacy.com

Fig: Navigation Bar

14
 Fig: Footer of epharmacy.com

Fig: Shopping cart and Checkout

15
 2.6. Products and Services Offered

As an e-commerce platform specializing in pharmaceutical products and healthcare

services, ePharmacy.com typically offers a wide range of products and services to cater
to the needs of its customers. Here are some examples of the products and services that
ePharmacy.com may offer:

Pharmaceutical Products:

1. Prescription medications: Drugs that require a prescription from a licensed

healthcare professional.

2. Over-the-counter (OTC) medications: Non-prescription drugs for common

ailments and health issues.

3. Health supplements: Vitamins, minerals, herbal supplements, and dietary

supplements to support health and wellness.

4. Medical devices: Equipment and devices for monitoring health conditions, such
as blood pressure monitors, glucose meters, and thermometers.

5. Personal care items: Hygiene products, skincare products, oral care products, and
first aid supplies.

Telemedicine Services:

1. Virtual consultations: Remote consultations with licensed healthcare

professionals, including doctors, pharmacists, and specialists, via video calls or
phone calls.

2. Medical advice: Expert advice and recommendations on health concerns,

medication management, and treatment options.

3. Prescription services: Online prescriptions for medications, including electronic

prescribing and digital prescriptions.

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Information and Education:

1. Health information resources: Articles, blog posts, and educational content on

various health topics, diseases, medications, and wellness tips.

2. Drug information: Detailed information about medications, including usage

instructions, side effects, interactions, precautions, and contraindications.

Customer Support:

1. Live chat support: Instant messaging support for answering customer inquiries,
providing assistance with orders, and resolving issues in real-time.

2. Email support: Communication via email for non-urgent inquiries, order tracking,
and general assistance.

3. Phone support: Helpline for customers to speak directly with customer service
representatives for assistance and support.

Prescription Management:

1. Prescription uploads: Secure platform for users to upload and submit their
prescriptions online for purchasing prescription medications.

2. Prescription refills: Convenient options for users to request prescription refills

and manage their medication refills online.

Delivery and Logistics:

1. Home delivery: Timely and reliable delivery of orders to customers' doorsteps,

ensuring convenience and accessibility.

2. Pick-up options: In-store pickup services from partner pharmacies for users who

17
 prefer to collect their orders in person.

2.7. Payment Method

A payment method is a way that customers pay for a product or service. In a brick-and-
mortar store, accepted payment methods may include cash, a gift card, credit cards, prepaid
cards, debit cards, or mobile payments. Cash payment has been the most popular mode of
traditional payment still used these days by most of the customers. Due to the advancement
in network technology, the concept of electronic payment has emerged along with different
payment gateways like credit card, debit card, e-sewa, Khalti, Fonepay, internet banking,
MasterCard, Ime pay etc.

e-Pharmacy has been using traditional and electronic payment method.

a. Traditional Payment Method/ Cash on Delivery (COD):

Most customers prefer using ePharmacy's COD option, which is available at the time their
orders are delivered. But as time goes on and they make more purchases, many customers
start making their payment online. Customers are gradually moving to make payments
online. Throughout the pandemic, the conversion rate was seen to be higher

b. Electronic Payment Method:

An electronic payment is a digital transaction between two parties, with e-payment types
including ACH, cards, bank transfers, digital wallets, mobile pay, and more. Any number of
different factors can guide businesses toward the types of electronic payment that might work
optimally for them. There are pros and cons for each of the common electronic payment
types, and it’s sometimes tricky for financial decision makers to identify the type of e-
payments that works best for their processes.

e-Pharmacy uses electronic method inside Kathmandu valley. Some of the electronic method
used by e-Pharmacy.\
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 i. Internet Banking: Any number of different factors can guide businesses toward
the types of electronic payment that might work optimally for them. There are pros
and cons for each of the common electronic payment types, and it’s sometimes tricky
for financial decision makers to identify the type of e-payments that works best for
their processes. . It can be accessed by any individual who has registered for online
banking at the bank, having an active bank account or any financial institution. e-
Pharmacy accepts payments made via internet banking of any bank registered in
Nepal Rastra Bank.

Figure 2.6: Internet Banking

ii) Debit card: A debit card is a payment card that deducts money directly from a
consumer’s checking account when it is used. Also called “check cards” or "bank
cards," they can be used to buy goods or services; or to get cash from an
automated teller machine or a merchant who'll let you add an extra amount onto a
purchase.

19
 Figure 2.7: Debit Card

i. E-sewa: E-sewa is a mobile wallet service that enables customers to make

financial transactions without a bank account. The services offered include online
and offline retail payments, bill payment, mobile phone top-up and money
transfers. It is the most used electronic payment method in Nepal.

Figure 2.8: E-sewa

ii. Khalti: Khalti is a digital wallet for instant, secure and hassle-free online
payments in Nepal. Recharge your mobiles, pay bills, book tickets wherever you
are. . It claims to offer the fastest and safest online payment experience. It allows
users to pay for a range of services like basic utility payments, hotel bookings,
movie and domestic flight tickets, events and many more. e-Pharmacy accepts
payment for its products through Khalti.

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 Figure 2.9: Khalti used by e-Pharmacy

2.8. Digital Marketing

To reach new customers and enhance sales, ePharmacy can achieve success with digital
marketing. ePharmacy relies on some of the following digital marketing techniques:

 Social media marketing: ePharmacy has an active presence on various social media
platforms such as Facebook, Twitter, and Instagram, where it connects with customers,
executes targeted advertising campaigns, posts updates on its products, offers, and
services, and offers health and wellness advice.

21
 Content marketing: ePharmacy create and share high-quality content on their website
and social media platforms to provide valuable information about health and wellness,
promote their products, and establish themselves as experts in the field.

 Search engine optimization (SEO): ePharmacy optimizes its website for search
engines, using relevant keywords, meta tags, and other on-page and off-page
optimization techniques, to improve its visibility and search engine ranking.

 Email marketing: ePharmacy sends out regular email newsletters to communicate with
customers, provide updates and featuring promotions, offers, and new products, and
encouraging them to make a purchase. Along with these they send carat reminders and
notify customers about restock to their customers.

 Push notifications in apps and website: Push notifications from ePharmacy inform
customers of new products, special offers, and other relevant details. Reminders,
customized messages, alerts for sales and promotions, and other features are some of
the features of push notifications used in apps and websites.

22
Overall, ePharmacy's digital marketing strategies have been successful in reaching out to a
wider audience, promoting its brand and products, and driving customer engagement and
sales.

2.9. Security Management

Security compliance is an essential aspect of e-commerce operations, and ePharmacy has
implemented various measures to ensure the security and privacy of its customers'
information. Here are some of the security compliance measures implemented by ePharmacy:

 SSL Encryption: ePharmacy uses SSL (Secure Socket Layer) encryption to secure its
website and protect customers' personal and payment information from unauthorized
access.

 Payment Gateway Integration: ePharmacy integrates with secure payment gateways

such as eSewa and Khalti, which use industry-standard security protocols to ensure the
safe and secure processing of online transactions.

 Two-factor Authentication: ePharmacy implements two-factor authentication for its

admin and user accounts, which adds an extra layer of security by requiring users to
provide a unique code in addition to their password.

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  Regular Security Audits: ePharmacy conducts regular security audits of its website
and systems to identify and address any vulnerabilities or threats.

 Compliance with Industry Standards: ePharmacy complies with industry standards

such as the Payment Card Industry Data Security Standard (PCI DSS), which sets
guidelines for securely processing and storing payment card information.

 Firewalls: A firewall helps ePharmacy to safeguard its systems and network from
invasions, malicious attacks, and other security risks. The firewall controls the flow of
network traffic into and out of the organization by acting as a barrier between the
internal network and the internet. Here are some ways in which ePharmacy uses a
firewall:

o Network Security
o Application Control
o Content Filtering
o VPN Access
o Intrusion Detection

Overall, ePharmacy's security compliance measures demonstrate its commitment to ensuring

the safety and privacy of its customers' information and building trust in its brand.

2.10. Notification Management

ePharmacy.com employs strategic notification management to enhance user experience and

engagement. Users receive timely updates on order status, promotional offers, and
personalized product recommendations. Additionally, notifications may include medication

24
reminders for prescription purchases and appointment reminders for telemedicine
consultations. With a focus on user preferences and privacy, ePharmacy.com ensures that
notification frequency and content are customizable, allowing users to stay informed while

maintaining control over their communication preferences.

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CHAPTER 3: Findings and Analysis
ePharmacy has been growing rapidly in recent years, from the time of COVID-19 pandemic
to present days. It is a B2C model which provides a friendly environment for all the
customers. After visiting the office and analyzing ePharmacy’s e-commerce system, the
following findings were discovered:

1) User Adoption and Engagement: The report may find that ePharmacy.com has
experienced significant user adoption, with a growing number of Nepalese consumers
using the platform to purchase medicines and access healthcare services.

2) Geographic Reach and Accessibility: The report reveals that ePharmacy.com has
expanded its geographic reach, reaching users in both urban and rural areas of Nepal.

3) User-Friendly Interface: ePharmacy has designed their e-commerce website to be

user-friendly, making it easy for customers to browse through products, search for
specific items, and place orders. The website is well-organized, with clear categories and
sections, and a simple checkout process.

4) Strong Online Presence: ePharmacy has a strong online presence, with a

comprehensive website and active social media pages. This allows the company to reach
a wider audience and build brand recognition among customers across Nepal.

5) Diverse Product Offerings: ePharmacy offers a wide range of healthcare products,

including prescription drugs, over-the-counter medicines, personal care products, and
medical equipment. This diverse range of products appeals to a broad customer base and
increases the likelihood of repeat customers.

6) Convenient Delivery Options: ePharmacy offers delivery options to customers across

Nepal, which provides convenience and flexibility to customers who may not have easy
access to physical pharmacies. The company also offers free delivery on orders above a
certain amount, which can incentivize customers to place larger orders.

26
 7) Enhanced Medication Adherence: Through features such as medication reminders
and automatic prescription refills, ePharmacy.com has helped patients stay on track with
their treatment regimens, leading to better health outcomes and reduced healthcare costs
associated with medication non-adherence.

8) Challenges: The report identifies various challenges faced by ePharmacy.com in

operating within the Nepalese healthcare landscape, including regulatory complexities,
infrastructure limitations, and cultural barriers to adopting online healthcare services. The
Department of Drug Administration (DDA) states that no online pharmacies has been
granted permission to operate so far.

9) Security and Privacy Measures: ePharmacy takes security and privacy seriously and
has implemented measures to protect customer information and payment details. The
website uses SSL encryption to protect customer data and is PCI-DSS compliant, which
ensures that customer payment information is stored securely.

10) Promotional Strategies and Discounts: Findings reveal that ePharmacy.com

employs strategic promotional strategies such as discount offers, bundle deals, and
loyalty programs.

11) Mobile Responsiveness and Accessibility: The report highlights ePharmacy.com's

mobile responsiveness, ensuring that the website is accessible and functional across
various devices, including smartphones and tablets. incentivize purchases and encourage
customer loyalty.

The e-commerce platform of ePharmacy is effectively planned and implemented, and it has a
reliable online presence, an easy-to-use interface, and a wide range of product offerings. The
company's emphasis on customer security and convenience is another key benefit because it
encourages customer loyalty and trust. Yet, the business can experience difficulty from well-
established brick and mortar pharmacies, and it needs to be attentive about issues with
regulatory compliance. Also, due to competitors offering inferior goods and services, it is
hard to gain customers' trust in the highest quality they have to offer

27
CHAPTER 4: CONCLUSION AND
RECOMMENDATIONS

4.1 Conclusion
In conclusion, the report on ePharmacy.com website in the context of e-commerce highlights
several key findings and insights regarding the platform's performance, user experience, and
potential areas for improvement. Through a comprehensive analysis of website metrics, user
engagement, product offerings, promotional strategies, and security measures, we have
gained valuable insights into the strengths and weaknesses of the ePharmacy.com website.

Overall, ePharmacy.com demonstrates strong performance as an e-commerce platform,

offering a user-friendly interface, a wide range of pharmaceutical products, and effective
promotional strategies to drive sales and increase customer engagement. The website's
commitment to security and trustworthiness is evident through the implementation of robust
security measures, ensuring a safe and secure online shopping experience for users

ePharmacy has successfully implemented e-commerce strategies, resulting in improved

supply chain and inventory management, enhanced customer relationships, and increased
revenue. Through its website and mobile app, ePharmacy has been able to provide a more
convenient and accessible way for customers to purchase their medications, particularly for
those who may not have access to traditional pharmacies. Overall, the impact of e-commerce
on the operations of ePharmacy has been positive, demonstrating the potential for other
businesses in Nepal to benefit from digital technologies. Through the adoption of e-
commerce, pharmacies can streamline their operations, reach a wider audience, and provide a
better customer experience.

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4.2 Recommendation
Although epharmacy is already providing an easier and convenient experience of pharmacy
services to its customers, the following recommendations are made based on the findings and
analysis of ePharmacy

1. ePharmacy could establish more physical locations in the majority part of Nepal so
they can engage with customers better.
2. To offer customers a more complete healthcare experience, ePharmacy could
collaborate with medical experts.
3. To reach a broader audience and increase brand awareness, ePharmacy could develop
more productive marketing and promotion plans.
4. ePharmacy can also provide customers with specialized guidance and advice on their
healthcare requirements through online consultation services with qualified healthcare
specialists.
5. For online transactions to be convenient and more secure, ePharmacy can bring
improvement and advancement in encryption and payment gateways.
6. ePharmacy could make use of considerably more effective predictive analytics,
machine learning, and search algorithms to allow consumers quickly and effectively
identify the precise medication they require.
7. To stay ahead of the competition and offer the best customer experience, ePharmacy
should regularly review and enhance their e-commerce system. This can involve
updating their website frequently, expanding their delivery options, and using client
input to improve their goods and services.

Overall, these recommendations are made to assist ePharmacy further enhance their
online store, attract in and retain more customers, and keep a competitive edge in the
Nepalese digital market.

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 REFERENCES
[1] N. Tuladhar, Interviewee, Marketing Head. [Interview]. 31 March 2024.
[2] ePharmacy , "Online Pharmacy Nepal, Buy Medicines Online," 13 April 2023. [Online]. Available:
https://www.epharmacy.com.np/.
[3] ChatGPT-4
[4] ePharmacy: The Story Behind Nepal’s Next Pioneers in Digital Healthcare Solution [Online]
Available :https://techlekh.com/epharmacy-digital-healthcare-nepal/

[5] Overview, Challenges and Future Prospects of Drug Information Services in Nepal: A Reflective
Commentary [online] Available: https://www.dovepress.com/overview-challenges-and-future-
prospects-of-drug-information-services--peer-reviewed-fulltext-article-JMDH

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