MANAGEMENT:

Management is the attainment of organizational goals in an effective and

efficient manner through planning, organizing, staffing, directing and controlling
organizational resources. Organizational resources include men(human beings), money,
machines and materials. Management primary function is to get people to work together
for the attainment of an organizations goals and objectives. There are different
management styles., traditional team and servant. An important aspect of management
function is the allocation of finite resources. Management is the art of getting people
together to accomplish desired goals and objectives using available resources efficiently
and effectively.

DEFINITION:

“ Management is the art of getting things

done through others”

-HENRY FAYOL

1
MARKETING:
Marketing is the activity, set of institutions, and processes for creating,
communicating, delivering and offerings that have value for customers,
clients, partners and society at large. In the end, marketing’s central focus is
the end user of a business product or service. Marketing is the important
function of the management production of goods and services has no meaning
unless the goods and services are exchanged for money. This involves the
moments of goods from producers to ultimate users.
The term Market is originated from Latin word “MARCOPTUS’’
which means TRADE or a PLACE where the business is conducted.

DEFINITION:

“Marketing is a social process by which individuals

and organizations obtained what they need and want
through creating and exchanging value with others.”

- KOTLER AND AMSTRONG.

2
INTRODUCTION:

E-RETAILNG:

The e-retailing(less frequently; e-Retailing, e-Tailing, etc.) is the concept of selling of

retail goods using electronic media, in particular, the internet. The vocabulary electronic
retailing, that used in internet discussions as early as 1995, the term seems an almost in
evitable addition to e-mail, e-business and e-commerce, etc. e-retailing is synonymous
with business- to- consumer (B2C) transaction model of e-commerce. Although e-
retailing is an independent business model with certain specific constituents like; trust
model, electronic transaction process, etc, but in reality it is a subset of e- commerce by
nature.

E-Retailing stores sell online promotion only for goods that can be sold easily online, e.g.,
Amazon did for Books & CDs, etc. The online retailing require lots of displays and
specification of products to make the viewers have a personal feel of the product and its
quality as he gets while physically present in a shop.

E-Retailing refers to retailing over the internet. Thus an e-Retailing is a B2C (Business to
customer) business model that executes a transaction between businessman and the final
consumer. E-Retailers can be pure play businesses like amazon.com or businesses
thathave evolved from a legacy business such as tesco.com. The e-retailing is a subset of
e-commerce. Thus, e-commerce is the master domain defining the e-retailing operation.

3
 Essentials of E-Retailing
Electronic retailing or e-tailing, as it is generally being called now, is the direct sale of
products, information and service through virtual stores on the web, usually designed
around an electronic catalogue format and auction sites. Penetration of computers and
proliferation of the Internet has given rise to many new forms of businesses, such as
business process outsourcing, call centre based customer relationship management,
medical transcription, remotely managed educational and medical services and of course,
electronic retailing.

There are certain essential ingredients for an electronic retailing business to be

successful. One must consider these components well in advance before setting up an
electronic storefront. These essential components are:

• Attractive business-to-consumer (B2C) e-commerce portal

• Right revenue model
• Penetration of the Internet

4
 E-Catalog It is a database of products with prices and available stock.
Shopping Cart The customers select their goodies and fill shopping cart. Finally, as in a
real store, at the time of checkout, the system calculates the price to be paid for the
products.A payment gateway Customer makes payments through his/her credit card or e-
cash. The payment mechanism must be fully secure.

Support Services in E-Retailing

The electronic retail business requires support services, as a prerequisite for successful
operations. These services are required to support the business, online or offline,
throughout the complete transaction-processing phases. The following are the essential
support services:

• Communication backbone
• Payment mechanism
• Order fulfillment
• Logistics

DEFINITION

“The Electronic Retailing also called as e-tailing or internet retailing, is the process of
selling the goods and services through electronic media, particularly the internet. Simply,
the sale of retail goods and services online is called as electronic retailing.”

5
NEED OF THE STUDY:

To study about customer satisfaction towards flipkart.

Objectives:
• To understand and estimate the consumer perception and factors affecting
their behavior for choosing e-commerce sites.
• To understand tactics and methods that are used by e-commerce players to
grab the customers in India.
• To know how consumers are evaluating e-commerce sites for their purchases.

• To understand the work flow of Flipkart which are leading in India.

• To study complexities and barriers those are there in between e-commerce

sites and customers.

• To find out new opportunities and to succeed in those procedures

6
Research Methodology

Data Collection methods

Primary data

• Field Survey

• Personal Interview (Questionnaire)

Secondary data

• Internet

• Company database

Research Area

• Kurnool

Questionnaires :

This part is being explained briefly in the following theories of approach .

They are “sampling plan” after deciding on the research approach and the instruments
.The marketing researcher must design a sampling plan. This plan comprise of 3 parts

1.sample size

2.sample unit

3.sample procedure

Sampling unit: The sampling units for the study consisted of respondents from all walks
of life, either sex, different age groups, different income groups and so on, but all
residents of KURNOOL CITY.

7
Sampling Size: Sampling size is the number of people being surveyed . In my
research,100 consumers are my sample size.

Sampling procedure:

Sample random sample method has been adopted for study. In random sampling we
select a group of sample for study from a larger population.

Sample size:100 respondents

8
LIMITATIONS

• There was so much confidential data for companies that are not exposed.
• Survey was restricted to particular age group because respondents willing to fill are
college students.
• Analysis was done based upon personal opinion of individually, not from any focus
group or experts.
• The study is conducted for a particular period of time that is 30days which is very
less.
• In adequate knowledge of the customers towards online system.

9
FLIPKART:

Flipkart was founded in October 2007, flipkart is one of India’s leading e-

commerce market place with head quarters in bengaluru. Flipkart was
founded by Sachin Bansal and Binny Bansal and the company intitially started
as an online book store. Later as the company popularity grew,it also started
selling other items such as music, movies and mobile phones. Flipkart has
100million registered users and more than 100 thousand sellers on its
e-commerce plat form . As of now ,the company offers more than 80million
products spread across more than 80 categories such mobile phones and
accessories, computers laptops books and home applicances ,electronic
goods, clothes, footwear, jewellery, toys e.t.c.

10
AMAZON:

Amazon India launched operations in June 2013 .The company launched its
website Amazon.in, offering customers a wide variety of choices in books ,
movies ,and Television shows.On the first day of its operations ,Amazon had
received more than 10,000orders.The parent company amazon was founded
in 1994 by Jeff Bezos. In a very short period of time,Amazon India has
become a force to reckon with in the Indian e-commerce space. Amazon
been in talks with big basket to acquire the company.

SNAPDEAL

Snapdeal is the one of the India’s leading e-commerce with its head quarters
located in New Delhi. Snapdeal was launched in 2010, a time when the
11
ecommerce market in India was at a nascentstage. The company was co –
founded by Kunal Banl and Rohit Bansal.Snapdeal launched operations on
Febraury 4,2010.At that time ,the core business Idea powering Snapdeal was
the daily deals plat form . Snapdeal is one of the most funded companies in
India.

MYNTRA

Myntra was founded by Mukesh Bansal along with Ashutosh Lawainaand

Vinnet Saxena. Myntra was in the business of on demand personalization of
gift items .In 2011,Myntra expanded its catalogue to include fashion and life
style product and moved away from personalisation.Myntra operate through
a complex business model where in myntra designs pvt.Ltd,Myntra let its
mark of innovation through online coupons.Myntra.com is ranked among the
top 10 e-commerce companies in India.

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SHOP CLUES

Shop clues was founded in July 2011 and the master mind powering the
venture was Sandeep Agarwal one of the co founders of the company.The
other co-founders shopclues are Sanjaysethi and RadikaAggarwal.shopclues is
head quatered in Gurugram and is an Indian subsidiary of US-based clues
network Inc.shopclues were founded with the goal of providing the best
bargains to people of India.shopclues started with just 5 employees in
2011,but now it is 1000 growing

PAYTM MALL:

Paytm is an Indian payment

system and digital wallet company. It was founded by Vijay Shekhar Sharma in August
2010 and is based out of Noida SEZ, India. Paytm is available in 10 Indian languages and
offers online use-cases like mobile recharges, utility bill payments, travel, movies, and
events bookings as well as in-store payments at grocery stores, fruits and vegetable
shops, restaurants, parking, tolls, pharmacies and education institutions with the Paytm
QR code. California based PayPal had filed a case against Paytm in the Indian trademark
office for using a logo similar to its own on 18 November 2016. As of January 2018,
Paytm is valued at $10 billion.

13
Ebay:

eBay was founded in Pierre Omidyar's San Jose living room back in
September 1995. It was from the start meant to be a marketplace for the sale
of goods and services for individuals.In 1998, Pierre and his cofounder Jeff
Skoll brought in Meg Whitman to sustain the success. Meg had studied at the
Harvard Business School and had learned the importance of branding at
companies such as Hasbro.Meg culled her senior staff from companies such
as Pepsico and Disney, created an experienced management team with an
average of 20 years of business experience and built a strong vision for the
company -- that eBay is a company that's in the business of connecting
people, not selling them things.

LIME ROAD:

LimeRoad is a social platform targeted at the intelligent woman of today with

a wide range of carefully selected retailers, enabling customers to discover
14
the best of lifestyle products across categories like apparel, accessories,
home and non-perishable food. As they put it, "LimeRoad is a fun and exciting
way to discover, share and shop." In an announcement today, Matrix
Partners said that it has co–led a $ 5 million first round of institutional
funding of the parent company of LimeRoad.com, with Lightspeed Venture
Partners.

JABONG

Jabong is an Indian fashion and lifestyle e-commerce portal founded

by Praveen Sinha, Lakshmi Potluri, Arun Chandra Mohan and Manu Jain. The
portal sells apparel,

Jabong. footwear, fashion accessories, beauty products, fragrances, home

accessories and other fashion and lifestyle products.The company's
headquarter is in Gurugram, NCR, India.The company launched its first TV
campaign in March 2012. Other television campaigns appeared in September
2012 and during 2013 Jabong.

In November 2013 Jabong together with Puma launched the digital fitness
campaign “Gear up Buddy” with Bollywood actor Chitrangada Singh.
Jabong.com launched the India Online Fashion Week in 2014. The event was
described as a platform for young and aspiring designers, stylists, models and
photographers who were mentored by fashion industry experts including
celebrity mentor Yami Gautam.

15
FLIPKART:
Flip kart has launched its own product range under the name “dig flip”, Flip kart also
recently launched its own range of personal healthcare and home appliances under the
brand “citron Legally, Flip kart is not an Indian company since it is registered in
Singapore and majority of its shareholders are foreigners. Because foreign companies
are not allowed to do multi-brand e-retailing in India, Flip kart sells goods in India
through a company called was retail. Flip kart is presently one of the largest online
retailers in India, present across more than 14 product categories & with a reach in
around 150 cities and delivering 5 million shipments permonth.
EXCLUSIVE PRODUCTS:
Motorola mobility, previously owned by Google but then sold to Lenovo, in an
exclusive tie up with Flipkart launched its budget Smartphone Moto g in India on 5
February 2014 more than 20,000 units were sold within hours of launch on Flip
kart after this Flipkart was looking for a long term tie up with motorola mobility.
They also launched their android smartphone, the motox, on 19 march 2014.
Flipkart later sold the moto e, cheaper than moto g, from 13 may 2014. The sale of
high-end smartphone xiaomi mi3 produced by xiaomi tech was launched in India
on an exclusive tie-up with Flipkart.
ACHIEVEMENTS IN E-COMMERCE:
In september 2015, sachinbansal and binnybansal entered forbes India rich list
debuting at the 86th position with a net worth of $1.3 billion each. Co-founder of
Flipkart, sachinbansal, got entrepreneur of the year award 2012-2013 from economic
times, leading Indian economic daily. Flipkart.com was awarded young turk of the
year at cnbctv 18's 'India business leader awards 2012' (ibla). Flipkart.com- got
nominated for Indiamart leaders of tomorrow awards 2011.

16
FAILURE IN MUSIC INDUSTRY:
In october and november 2011, Flipkart acquired the websites mime360.com and
chakpak.com. Later, in february 2012, the company revealed its new flyte digital
music store. Flyte, a legal music download service in the vein of itunes and
Amazon.com, offered drm-free mp3 downloads. But it was shut down on 17 june
2013 as paid song downloads did not get popular in India due to the advent of free
music streamingsites.
ACQUISITIONS:
• 2010: we read, a social book discoverytool.

• 2011: mime360, a digital content platform company

• 2011: chakpak.com, a Bollywood news site that offers updates, news, photos and
videos. Flipkart acquired the rights to chakpak's digital catalogue which includes
40,000 filmographies, 10,000 movies and close to 50,000 ratings.
• letsbuy.com, an Indian e-retailer in electronics. Flipkart has bought the
company for an estimated us$25 million. Letsbuy.com was closed down and
all traffic to letsbuy has been diverted to Flipkart.
• 2014: acquired myntra.com in an estimated ₹ 20 billion (2,000 crore, about
us$319 million)deal.
• 2015: Flipkart acquired a mobile marketing start-up appiterate as
to strengthen its mobile plat form.
• 2016:In December 2016, Flipkart chairman Sachin Bansal had called for
levelplaying field for Indian start-ups to compete effectively against global.

• 2017:The time in late 2017,however walmart wanted to buy a majority in flip kart.

• 2018:Flipkart launches 2GUD platform to sell refurbished products on 23 August .

17
What Is Customer Satisfaction?
Customer satisfaction refers to the emotional response that people feel after Word of
mouth and referrals are often the most promising ways for a business making a purchase
from a company. The more positive the level of customer satisfaction, the more likely the
purchaser is to come back and buy again and to recommend that company to others who
are looking for what the seller has to offer to grow.

Customer satisfaction measures how well the expectations of a customer concerning

product or service provided by your company have been met.

Customer satisfaction is an abstract concept and involves such factors as the quality
of the product, the quality of the service provided, the atmosphere of the location where
the product or service is purchased, and the price of the product or service. Businesses
often use customer satisfaction surveys to gauge customer satisfaction. These surveys are
used to gather information about customer satisfaction. Typical areas addressed in the
surveys include:

• Quality of product
• Value of product relative to price - a function of quality and price
• Time issues, such as product availability, availability of sales assistance, time
waiting at checkout, and delivery time
• Atmosphere of store, such as cleanliness, organization, and enjoyable shopping
environment
• Service personnel issues, such as politeness, attentiveness, and helpfulness
• Convenience, such as location, parking, and hours of operation

18
 Definition

“Customer satisfaction measures how well a firm is able to meet the expectations of
customers. Customer satisfaction is a key concept in marketing, as a firm cannot retain its
customers unless it has highly satisfied customers.”

19
Logistics:-

Speed of delivery is as important as the product quality for a customer.

It would not be wrong to say that logistics could be the defining factor for success
of e-commerce companies in retaining their customers. Indian logistics market
itself is estimated to grow at a crag of 12.17 per cent by 2020. Innovations are very
important in this sector, as the demand is always for more reach and faster shipping
at lower costs. Yet, the companies will need to invest in automation, while utilizing
existing resourceswell.

FLIPKART

1. Delivery within two days.

2. Thirty days return policy.

3. Card swipe on delivery.

PROCEDURE
Flipkart team will map their supply chain end to end and know exactly how many
hours and minutes would it take for the item to reach from one step to next In
logistics, they needed to know the exact transport connection timings with their
transport time and reliability In fact, there were some airline partners which were
piloting their express delivery capabilities along with their pilot for in-a- day.
Airlines were even helping our partners grow. In the last mile logistics, they had to
20
 ensure that the delivery is attempted within the promised time without fail and had
dedicated field executives to guarantee thedelivery.
TECHNOLOGYUSED
To promise in-a-day guarantee to the customers, Flipkart developed a new product
called promise engine. This engine knew all about our fulfillment capabilities and
thus exactly where the item would be shipped from (depending on seller's
inventory location). Hence, it could calculate an accurate promise date for the
customer. This engine also needed to be able to provide multiple delivery speed
options to customers to choose from. Ekart spokesperson said: “the accurate address
data for both sellers and buyers will allow us to better schedule deliveries and
pickups.”

21
Marketing strategy

Behavioural& Psychographic are the segmentation strategies used by Flipkart to segment

the market to cater to the customers changing needs & wants. With the rise in per capita
income and change in buying patterns, customers are getting more acquainted and are
comfortable in buying online.Flipkart uses undifferentiated targeting strategy,
since people of all demography purchase items online which is available to everyone
where the delivery is possible. National & Multinational E-commerce companies are
giving neck to neck competition to each other, due to which their positioning is very
important. Flipkart has positioned itself as a trust worthy and customer friendly E-
commerce brand.

Marketing mix offlipkart:

➢ Appearance – the ease in the website interface even for the first visitor
➢ Quality – checking of the product before packing (visual test)
➢ Packing – different packing(eg. Bubble pack for electronic items)
➢ Brands – all brands integrated in one website
➢ Warranty – one year warranty from the manufacturer’s side

➢ Special discount
➢ As shipping is within India the shipping cost reduces
➢ Seasonal discounts
➢ Free shipping
➢ For expensive products transit cost is borne by company

22
➢ Tie ups with local vendors and courier firms (thereby avoiding octroi charges)
➢ Company owned warehouse in major cities near airport
➢ Trying to achieve minimum returns
➢ SEO and SEM
➢ Word of mouth marketing
➢ TVC lately to encourage non-online shoppers
➢ More online marketing like FB, Twitter, linkedin
➢ Service people, Sales Clerks, Delivery drivers, Managers, Complaints department,
Accounting, Warranty people, Technical people, all work for the customer ease,
customer satisfaction and customer delight.

➢ Different packaging for different product to ensure safe delivery

➢ Flipkart the name goes with the online cart
➢ Design and packaging is common so customers can relate it to the company
➢ Customers feel Flipkart is cheap, on time delivery, replacement; the online myth is
gradually eradicated
➢ Competitors see Flipkart as the market leader, with the acquisition of letsbuy.com
➢ General public want to try it once for its creative TVC is making people curious to
experience flipkart.

23
FLIPKART ADVERTISING AGENCY:
Happy creative services, which has been the brand's creative agency since 2010.
Myntra, the fashion e-commerce major which Flipkart had acquired in may 2014, will
be handled by lowelintas, which had already been the brand's creative agency since
march 2014. Flipkart and myntra continue to operate as separate entities and myntra
founder mukeshbansal is the head the fashion business for Flipkart and join the
Flipkart board. Flipkart's first tv commercial for the e-retailer, 'fairytale', was an
elaborate 100-second effort. The rest of the ads including 'no kidding', 'shopping
kanaya address' and the most recent one, 'Flipkart it', have been etched in tv viewers'
minds owing to the unique approach of using child actors to communicate the ease of
shopping on Flipkart. In 2013, the e-commerce portal announced its entry into the
realm of fashion and lifestyle with a new tvc campaign titled 'fashion has a new
address' - an extension of its previous punchline, 'shopping has

24
 1. Have you ever done online shopping ?

Factors No. of Respondents Percentage

Yes 72 72%
No 28 28%
Total 100 100

Online Shopping

No
28%

Yes
72%

Interpretation:

From the above table we can state that 72 (72%) of respondents have done online
shopping and 28 (28%) of respondents have not done online shopping.

25
 2. How often do you shoponline ?

Factors No. of Respondents Percentage

Once in a Month 48 48%

Once in Two Months 22 22%

More Frequently 24 24%

More Often 6 6%

Total 100 100

How often do you shop online

More Often
6%

More frequesntly
24% Once in a month
48%

Once in two months

22%

Interpretation :

According to the survey the above table indicate that 48% of respondents shop online
once in a month, 22 % shop online once in two months, 24 % of respondents shop online
more frequently and 6 % of respondents shop online more often .
26
 3.Which online site will you prefer ?
Factors No.of Respondents Percentage

Flipkart 45 45%
Amazon 25 25%
Snapdeal 20 20%
Paytm 10 10%
Total 100 100

Most Preferred Online Shopping Sites

Paytm
10%
Snapdeal Flipkart
20% 45%

Amazon
25%

Interpretation : From the above table we can conclude that 45% of respondents prefer
Flipkart , 25% of respondents prefer Amazon, 25%of respondents prefer Snapdeal and
20% of respondents prefer Paytm.

27
4.Which online service is more satisfied in terms of products, customer care and
delivery service ?

factors No. of respondents percentage

Flipkart 50 40%
Amazon 30 30%
Snapdeal 20 20%
Total 100 100

Chart Title

100
80
60
40
20 percentage
No. of respondents
0
Flipkart Amazon Snapdeal Total

No. of respondents percentage

Interpretation:

Above table we can conclude that 50% respondents are satisfied with flipkart,30%
respondents are satisfied with amazon and 20% are satisfied with snapdeal.
28
 5. How do you choose online shoppingsite?

factors No.of respondents percentage

Reffered by friends 60 60%

Advertisements 20 20%

Online reviews 20 20%

Total 100 100

online shopping sites

70%
60%
60%

50%

40%

30%
20% 20%
20%

10%

0%
reffered by friends advertisements online reviews

Interpretation:

From the above table we can conclude that 60% of the respondents are reffered by
friends,20% of respondents are influenced by advertisements and 20% of respondents are
online reviews.
29
6.In terms of pricing, with which online shopping site you are satisfied?

factors No.of respondents percentage

Flipkart 35 35%
Amazon 25 25%
Snapdeal 20 20%
Paytm 12 12%
Others 8 8%
Total 100 100

Online shopping

8%

12% 35% Flipkart

Amazon
Snapdeal
20% Paytm
Others
25%

Interpretation:
From the above table we can analyse that 35% of respondents are satisfied
with flipkart , 25% of respondents are satisfied with amzon , 20% of respondents
are satisfied with snapdeal, 12% of respondents are satisfied with paytm and 8% of
respondents are satisfied with others.
30
7. On which occasions do you make purchase?

Factors No.of respondents percentage

festivals 30 30%
Gifts 10 10%
Offers 30 30%
Weddings 30 30%
Total 100 100

Purchases on occasions
35%
30% 30% 30%
30%

25%

20%

15%
10%
10%

5%

0%
festivals Gifts Offers Weddings

Interpretation:

From the above table we can conclude that 30% of respondents are making
purchases on festivals, 10% of respondents are making purchases on gifts, 30% of
respondents are making purchases on offers and 30% of respondents are making
purchases on weddings.

31
8. Does promotional activities impact your purchasingdecision?

Factors No.of respondents percentage

Strongly agree 60 60%
Agree 20 20%
Disagree 10 10%
Strongly disagree 10 10%
Total 100 100

Promotional activities
70%
60%
60%

50%

40%

30%
20%
20%
10% 10%
10%

0%
Strongly agree Agree Disagree Strongly disagree

Interpretation:

From the above table we can analyzed that 60% of respondents are strongly agree
with purchasing decision, 20% of respondents are agree with purchasing decision , 10%of
respondents are disagree with purchasing decision and 10% of respondents are strongly
disagree.

32
9. What kind of problem did you faced while doing onlineshopping?

Factors No.of respondents percentage

Delay in delivery 30 30%
Product damage 20 20%
Cheap quality of product 40 40%
Non delivery 10 10%
Total 100 100

Problems faced on online shopping

10%
30%
Delay in delivery
Product damage
40%
Cheap quality of product
20%
Non delivery

Interpretation:

From the above graph we can conclude that 30% of respondents are facing problem
in delay in delivery, 20% of respondents are facing problem on product damage, 40% of
respondents are facing problem on cheap quality of product and 10% of respondents are
facing problem on non devlivery.

33
10. customer assistance after purchase from flipkart is good?

Factors No.of respondents percentage

Strongly agree 30 30%
Agree 40 40%
Neither agree nor disagree 20 20%
Disagree 10 10%
Total 100 100

Customer assitance on flipkart

60%
50%
50%

40%

30%
20% 20%
20%
10%
10%

0%
Strongly agree Agree Neither agree nor Disagree
disagree

Interpretation:

From the above graph we can conclude that 30% of respondents are strongly agree to
purchase flipkart goods, 40% of respondents are agree to purchase flipkart goods, 20% of
respondents are neither agree nor disagree to purchase flipkart goods and 10% of
respondents are disagree to purchase flipkart goods.

34
FINDINGS

• Female respondents are showing more interest to do online

shopping than male respondents.
• Customers are preferring quality product from e-commerce sites, even
it is bit expensive.

• Flipkart is trying very hard to reach the top position but Amazon
India is giving very tough competition.
• Flipkart is leading in every aspect of survey such as price,
preferred and also suggesting to friends.
• Every age group people are interested in offers, if they are in need
or not they want to purchase.

35
 SUGGESTIONS

1) Flipkart is performing ok but not good enough.

2) There are so many cases where people felt that packing might have
been better than this. Either it may be big or small / expensive or not
product has to be treated with care.
3)Some of the products mostly apparel’s are turning out with original
cover of supplier, which shows negligence of them.
4)They should have addressed their customers on every social networking
site.

36
CONCLUSION:

The study consisted with all the work flows of major e-commerce
players in India, Flipkart and Amazon. How they are performing and
how they are running perfectly in the competitive world has been
explained.Even though it is an international company it understood
Indians very well and made its roots stronger in India.

Flipkart is also giving very tough competition to Amazon even though it

is new company when compared to Amazon. May be it takes some time
to overcome, but definitely they are doing very well Indian e-commerce
market. In E-consumers decision making mostly influenced by
marketing influences like the Price, Advertisements on TV, Newspapers
& Magazines, Free samples, Quality of product & Brand Image impacts
most on consumers’ willingness to buy online. Overall, most of e-
consumers reported to have satisfied experience with the quality and
services offered to them by e-retailers. Hence the study directs the e-
retailers that they should focus on these important aspects in order to
attract the more customers towards online shopping.

37
 Questionnaire

Name:

Gender:

Occupation:

1. Have you ever done online shopping?

a) Yes
b) No

2. How often do you shoponline?

a) Once inmonth
b) Once in twomonth
c) Morefrequently
d) Moreoften

3. Which online site will you prefer?

a) Flipkart
b) Amazon
c) Snapdeal
d) Paytm

4. Which online service is more satisfied in terms of products, customer care and
delivery service?
a) flipkart
b) Amazon
c) Snapdeal
38
5. How do you choose online shoppingsite?

a) Referred byfriends
b) Advertisements

c) Onlinereviews

6. In terms of pricing, with which online shopping site you are satisfied?
a) Flipkart
b) Amazon
c) Snapdeal
d) Paytm
e) Others

7. On which occasions do you make purchase?

a) festivals
b) gifts
c) offers
d) weddings
8. Does promotional activities impact your purchasing decision?
a) Stronglyagree
b) Agree
c) Disagree
d) StronglyDisagre

9. What kind of problem did you faced while doing online shopping?
a) Delay in delivery c. Cheap quality of a product

b) Product damage d. Non delivery

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10. Customer assistance after purchase from Flipkart is good?
a) Strongly agree

b)Agree

c) Neither Agree nor Disagree

d)Disagree

e) StronglyDisagree

suggestions……………………………………………………………………….

………………………………………………………………………………………………
…………………………………………………………………………

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Bibliography

BOOKS:
Marketing management by Philip kotler

Magazines

• Business India

Websites

www.google.com

www.ril.com

www.wikipedia.com

www.facebook.com/flipkart

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