COMPARISOIN OF FLIPKART AND AMAZON

Submitted By

Miss. PRAJAKTA SHAMSUNDAR PARAB SMITA

M.COM (ACCOUNTANCY) SEM. III

ROLL No.

Submitted To

VIDYA VIKAS EDUCATION SOCIETY’S

VIKAS NIGHT COLLEGE OF ARTS, SCIENCE & COMMERCE

Under Guidance

Prof. H.G.Pradhan

Principal of Vikas College

University of Mumbai

Academic Year - 2019-2020

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 ACKNOWLEDGEMENT

It is indeed a great pleasure and proud privilege to present this project work.

I sincerely acknowledge my debt of gratitude to my project Guide PROF. H.D.

PRADHAN and M.Com Coordinator of Vikas College of Arts, Science & Commerce,
Vikhroli(East) who has given me the opportunity to conduct the study. It is with their
support guidance and cooperation. I have completed this project. I would also like to
thank my college LIBRARIAN Mr---------- for his timely support in issuing
reference materials.

I am grateful and honestly express my heartfelt thanks to my parents and friend who
have helped me in every respect.

Ms. Prajakta S. Parab

M.Com Part – IV (Accountancy)

Date :

Place : Mumbai.

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 CERTIFICATE

This is to certificate that the project report on “Comparison of Flipkart & Amazon”

submitted to VIDYA VIKAS EDUCATION SOCIETY’S, VIKAS NIGHT

COLLEGE OF COMMERCE IN PATIAL FULLFILMENT OF THE requirement

for the award of degree if M.Com Part II(Accountancy) is a piece of bonafield work

carry out by Miss. PRAJAKTA SHAMSUNDAR PARAB SMITA. Under my

guidance and supervision and that the research of for the awarded of by any degree,

etc. to the candidate.

Prof. H.G.Pradhan

VIDYA VIKAS EDUCATION

SOCIETY’S,

VIKAS NIGHT COLLEGE OF

ARTS, SCIENCE &

COMMERCE.

Date :

Place : Mumbai.

3
 DECLARATION

I PARAB PRAJAKTA SHAMSUNDAR, SMITA student of M.COM II

(Accountancy) 2019-20) of Vidya Vikas Education Society’s, Vikas Night College
of Arts, Science & Commerce, Vikhroli (East), Mumbai – 400 053, Roll No. do
hereby declare that I have completed project work title as “ COMPARISION OF
FLIPKART AND AMAZON” submitted by me for Semester - IV of the academic
year – 2019-2020, is based on actual work carried out by me under the guidance and
supervision of Prof. H.G.Pradhan. I further states that this work is original and not
submitted anywhere else for any examination.

Miss. Prajakta S. Parab

Date :

Place : Mumbai.

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 INDEX

CHAPTER CONTENT PAGE No.

1 Introduction 6-7
2 Objective Of Study 8
3 Company Profile 9
4 Literature Review 16-22
5 Research Methodology 23-24
5 Limitation of Study
6 Observation 25-30
7 Conclusion 31
8 Recommendation
9 Reference
Annexure

Chapter: 1
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 INTRODUCTION

Internet became more powerful and basic tool for every person’s need and the way
people work. By integrating various online information management tools using
Internet, various innovative companies have set up systems for taking customer
orders, facilitate making of payments, customer service, collection of marketing data,
and online feedback respectively. These activities have collectively known as e-
commerce or Internet commerce. Online shopping made so easy for everyone with
their product variations and simple way to buy things. An attempt has been made to
critically examine various corporate and business level strategies of two big e-trailers
and those are Flipkart and Amazon. Comparison have been done considering e-
commerce challenges, their business model, funding, revenue generation, growth,
survival strategies, Shoppers’ online shopping experience, value added differentiation,
and product offerings. Both these big players made their own mark in India, but who
is going to be ultimate winner or be the top one is going to be.

Online shopping is basically a process of selling and buying of goods and services on
World Wide Web. As (Forsythe and Shi, 2003) explains” Internet shopping has
become the fastest growing use of the Internet; most online consumers, however, use
information gathered online to make purchases off-line”.

A comparative study of Flipkart.com with one of the close competitors Amazon.com

delivers the information about the different strategies to succeed in e-commerce
market and different opportunities available in India.

FUTURE OF ONLINE SHOPPING

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People use the Internet to shop online for mobile phones, laptops and other consumer
goods. If the Internet is anything to go by, India's technological and economic growth
has moved into the top gear. With more India's online shopping registering a
phenomenal 100 per cent annual growth, many retail chains and consumer durable
companies are joining the Web bandwagon to tap the e-shopping market. The online
shopping industry in India is fast catching on, not just in the larger metros but also in
the smaller cities. According to Google, India has more than 100 million Internet
users, out of which around half opt for online purchases and the number is growing
every year. With such a large market size, companies, right from retail shops to
consumer goods, are entering the Web space to attract potential customers. Even
traditional retailers like Shoppers Stop, Westside and Pantaloons are looking at the
online shopping space for growth.

Chapter: 2

OBJECTIVE

2.1 Objectives of the Study

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  To study the effect of corns of the company that effect on sales and consumers
behavior.
 To know the importance of marketing strategies applied by company to the
market share.

2.2 Scope of the Study

 To know about the marketing method adopted by Amazon &Flipkart.

 To know about impact of method on productivity level of company.
 To know about various marketing and advertising techniques of company.
 To study the marketing strategy offered by the Amazon &Flipkart.
 To study the consumer perception for E-Marketing.
 To study the benefits of E-Marketing Technique.
 To analyze consumer inclination towards products offered by E-Marketing
companies.

Chapter: 3

COMPANY PROFILE

3.1 FLIPKART

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3.1.1. History and growth of Flipkart

Flipkart Private Limited, d/b/a Flipkart is an Indian e-commerce company based

in Bengaluru, India. It was founded by Sachin Bansal and Binny Bansal in 2007. The
company initially focused on book sales, before expanding into other product
categories such as consumer electronics, fashion, home essentials & groceries, and
lifestyle products. The service competes primarily with Amazon's Indian subsidiary,
and the domestic rival Snapdeal. As of March 2017, Flipkart held a 39.5% market
share of India's e-commerce industry. Flipkart is significantly dominant in the sale of
apparel (a position that was bolstered by its acquisitions of Myntra and Jabong.com),
and was described as being "neck and neck" with Amazon in the sale of electronics
and mobile phones Flipkart also owns Phone Pe, a mobile payments service based on
the Unified Payments Interface.

3.2.2 Achievement in E-commerce

In September 2015, Sachin Bansak and binny entered forbes India rich list debuting at
the 86th position with a net worth of $1.3 billion each. Co-founder of Flipkart, Sachin
Bansal, got entrepreneur of the award 2012-2013 from economic times. Lending
Indian economic daily. Flipkart.com was awarded Young Turk of the year at CNBC
TV 18’s ‘India Business Leader Awards 2012’ (ibla). Flipkart.com. got nominated for
India mart leaders of tomorrow awards 2011.

3.2.3 Failure in Music Industry

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In October and November 2011, Flipkart acquired the websites mime360.com and
chakpak.com. Later, in February 2012, the company revealed it’s new flyte digital
music store, Flute, 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 th June,
2013 as paid song downloads did not get popular in India due to the advent of free
music streaming sites.

3.1.4 Marketing Strategy

Flipkart has been mostly used marked by word of mouth. Customer satisfaction has
been their best market medium. Flipkart very wisely used SEO (Search Engine
Optimization) & Google Ad-words as the marketing tools to have a fair reach in the
online word. All in all to create a great customer experience. Kids were used to create
the adverts to send out the message – if a kid can do it, we can also do it.

 Flipkart have gained several competitive advantages over others:

1. They have acquired companies like Myntra, Jabong, Appiterate, Letsbuy,

Mine360, chakpak.com, weread and the latest one being UPI-based payments
start-up PhonePe. These companies are helping it in enhancing its functional
capabilities.
2. Founders are Ex-Amazon employee so they have the required know how of e-
commerce.
3. Flipkart had received $700M of funding last year after which its valuation gone
to $15 billion.
4. It has a fantastic positioning in the mobiles and small appliances segment. 

3.1.5 Brand Loyalty

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Excellent user experience on the e-commerce website in term of usability speed clarity
will enhance the loyalty of existing customer and move a step ahed of brand
awareness towards customer retention.

3.1.6 Brand Awareness

Brand awareness is key success factor in the market. Flipkart is the industry leading
with 80% market share having a very high Brand awareness and lowest price.

3.1.7 10 ways to increase your sales on Flipkart

1. Product Listing Ads:

To achieve more sales you need to drive higher traffic towards your products. The
more clicks y3our products get, the higher the probability of them getting sold. The
easiest way to get more clicks for your products on flipkart.com is through Product
Listing Ads. Here is how it works:

 You choose a product and create an ad campaign for it

 Flipkart shows these products as ‘Featured Products’ on relevant pages of its
website
 Buyer sees your ad while browsing through products that he wants to buy and
clicks on your product

It increases the visibility of your products and helps you to reach a larger customer
base. It brings your products under the spotlight, provides more visibility and boosts
your sales. Check out the video below to know more

2. Participate in spike sales:

You’ll get immense opportunities to grow your business with our exciting shopping
events, also known as, spike sales. During spike sales we provide exciting offers on

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almost all the categories. This attracts maximum number of buyers and drives huge
traffic to our website as well as through the mobile app. You don’t just get to hike
your sales with minimal effort but also reach more buyers at one go. Participating in
spike sales also helps you achieve higher buyer satisfaction and become a seller that
buyers will prefer. From extra logistics personnel to TV commercials and promotions
on online platforms—we make sure that during a sale you get a large number of
buyers. 

3. Good packaging:

The look and feel of your product, when it is delivered to the customer, has a major
impact on buyer experience. Packing products with good packaging material
minimises the chances of in-transit damage. But more than that, it reflects quality
service and increases buyers’ trust in you and your brand, which in turn, can increase
your sales. We have observed that 52% of buyers make repeat purchases from sellers
who deliver premium packaging, and 5% of buyers expect their online orders to arrive
in premium packaging. Investing in packaging can result in a gain of 30% more sale.

4. Better cataloging:

Your catalog represents your product on the e-commerce website and plays a prime
role in influencing buyers. Having a well-crafted catalog with a crisp description of
your products is crucial to convert the traffic on your products into sales. Remember,
most people shop online to save time and your product description should impress
them without making them spend much time trying to understand your product.
Another important element of cataloging that can help you increase your sales is
adding your product in the right category and sub-category. This will help buyers
search for your products easily and contribute to the traffic.

5. Stick to the rules:

Flipkart’s selling policies and business practices are designed to increase buyers’ trust
in Flipkart sellers like you and help you get better ratings and reviews. Buyers shop
more from sellers with good ratings and reviews. Observing all our selling policies

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and not indulging in unethical business practices like selling fake products and
shipping empty boxes to the buyer will win you many happy Flipkart customers.

6. Stock up your inventory:

Inventory is an important part of any retail business and e-commerce is no different.

You should always have a sufficient stock of items and different variants of your
products to fulfill orders faster and do more business. Stocking up also keeps you
ready for a shopping festival at any moment.

7. Deliver on time:

If you want to increase your sales, you must always meet the buyers’ expectation––
whether it is the quality of the product or time taken to deliver it. Keep products ready
for delivery and mark them RTD (Ready to Dispatch) on time to help our logistics
partners deliver your products in the quickest time possible. Fulfilling a return or
exchange request on time is just as important too to get good customer ratings and
reviews.

8. Images:

On a digital platform, images are the closest the buyer can get to the look and feel of
the real product, making it a critical element to online selling. The images of your
product ought to be of high resolution and with every detail visible. What looks good,
sells more, so make sure product images are photographed well to generate buyer
interest.

9. Become a Flipkart Advantage seller:

Flipkart Advantage service has many advantages. Through this service you can avail
of our best-in-class fulfilment centres. All you need to do is store your products with
us and we will take care of the rest—from packing your products to handling return
requests. Flipkart Advantage offers you in addition to storage space, quality check of
your products by experts, faster delivery and much more. This will mean maximum
sales, minimum returns and better buyer experience.

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10. Keep customer delight a priority:

To increase your sales and become a successful seller on Flipkart, you should always
work towards spreading cheer to your customers. Commitment to serve your
customers to the best of your ability is key to meet their high expectations. As a seller,
you sometimes need to get into the shoes of your customers to understand their
concerns and resolve it speedily. Acknowledging feedbacks and working towards
providing them better service will give them more reasons to smile.

When trying to increase sales on Flipkart, you should not only be focused on the
quality of products and services, but also make small investments in boosting traffic to
your products. Participation in spike sales and running ad campaigns are essential
investments for benefits in the long run.

3.2. Amazon

3.2.1 History and Growth of Amazon

Amazon.com, Inc. (/ˈæməzɒn/), is an American multinational technology company

based in Seattle, with 750,000 employees, It focuses on e-commerce, cloud

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computing, digital streaming, and artificial intelligence. It is considered one of the Big
Four tech companies, along with Google, Apple, and Microsoft. It's been referred to as
"one of the most influential economic and cultural forces in the world."[

Amazon is known for its disruption of well-established industries through

technological innovation and mass scale. It is the world's largest online
marketplace, AI assistant provider, and cloud computing platform as measured
by revenue and market capitalization. Amazon is the largest Internet company by
revenue in the world.[18] It is the second largest private employer in the United
States and one of the world's most valuable companies.

Amazon was founded by Jeff Bezos in Bellevue, Washington, in July 1994. The

company initially started as an online marketplace for books but later expanded to sell
electronics, software, video games, apparel, furniture, food, toys, and jewelry. In
2015, Amazon surpassed Walmart as the most valuable retailer in the United States
by market capitalization. In 2017, Amazon acquired Whole Foods
Market for US$13.4 billion, which vastly increased Amazon's presence as a brick-and-
mortar retailer. In 2018, Bezos announced that its two-day delivery service, Amazon
Prime, had surpassed 100 million subscribers worldwide.

Amazon distributes downloads and streaming of video, music,

and audiobooks through its Amazon Prime Video, Amazon Music,
and Audible subsidiaries. Amazon also has a publishing arm, Amazon Publishing, a
film and television studio, Amazon Studios, and a cloud computing
subsidiary, Amazon Web Services. It produces consumer
electronics including Kindle e-readers, Fire tablets, Fire TV, and Echo devices. In
addition, Amazon acquisitions include Ring, Twitch, Whole Foods Market,
and IMDb. Among various controversies, the company has been criticized for
technological surveillance overreach, a hyper-competitive and demanding work
culture, tax avoidance, and anti-competitive practices.

Jeff Bezos founded Amazon in July 1994. He chose Seattle because of technical talent

as Microsoft is located there. In May 1997, the organization went public. The
company began selling music and videos in 1998, at which time it began operations

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internationally by acquiring online sellers of books in United Kingdom and Germany.
The following year, the organization also sold video games, consumer electronics,
home-improvement items, software, games, and toys in addition to other items.

In 2002, the corporation started Amazon Web Services (AWS), which provided data

on Web site popularity, Internet traffic patterns and other statistics for marketers and
developers. In 2006, the organization grew its AWS portfolio when Elastic Compute
Cloud (EC2), which rents computer processing power as well as Simple Storage
Service (S3), that rents data storage via the Internet, were made available. That same
year, the company started Fulfillment by Amazon which managed the inventory of
individuals and small companies selling their belongings through the company
internet site. In 2012, Amazon bouht Kiva Systems to automate its inventory-
management business, purchasing Whole Foods Market supermarket chain five years
later in 2017.

3.2.2 Product & Services

Amazon.com's product lines available at its website include several media (books,
DVDs, music CDs, videotapes and software), apparel, baby products, consumer
electronics, beauty products, gourmet food, groceries, health and personal-care items,
industrial & scientific supplies, kitchen items, jewelry, watches, lawn and garden
items, musical instruments, sporting goods, tools, automotive items and toys & games.
[citation needed] In August 2019, Amazon applied to have a liquor store in San
Francisco, CA as a means to ship beer and alcohol within the city. Amazon has
separate retail websites for some countries and also offers international shipping of
some of its products to certain other countries.

Amazon.com has a number of products and services available, including:

Amazon Fresh, Amazon Prime, Amazon Web Services, Alexa, Appstore, Amazon
Drive, Echo, Kindle, Fire tablets, Fire TV, Video, Kindle Store, Music, Music
Unlimited, Amazon Digital Game Store, Amazon Studios, Amazon Wireless.

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3.2.3 Achievements in E-Commerce

On the mobile app side, Amazon had the fastest growing app download rate in
2015. In October alone, downloads increased 200%. Amazon web traffic was the the
highest in October as per com score data, at 30 million visitors. Amazon active
customers have gone up 230% year on year. The awards were conferred at e-tailing
India’s flagship conference and exhibition 2014, an event that brought together major
stakeholders in the retail and e-commerce business in the country. The “path-breaking
debut of the year” award went to Amazon.in.

3.2.4 Failure

Amazon starts using India post and screws up its delivery system in India. At the time
when the competition among online shopping portals in India is at its highest level
possible and each player is pooling in millions from funding’s and trying to beat each
other with never-before discounts and amazing services. Amazon has taken the worst
step ever possible. Amazon India has chosen Indian post as its primary delivery
partner and all “Amazon fulfilled” order are now being shipped through India post.
Anyone who lives in India or has some experience with the postal system in India
needs a introduction about India post.

3.2.5 10 ways to increase your sales on Amazon

1. Price Competitively
The competition on Amazon is steep, with the biggest differentiator setting apart one
seller from another being price. This doesn’t have to be an obstacle to profitability
though. You have to use the price competition to help you determine which products
are worth promoting in the marketplace. Only sell items that have a sufficient margin
to offer you a reasonable rate of return while still being competitively priced. Don’t
forget to factor in inventory, order fulfillment, and overhead expenses.
 

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 2. Automate Your Listings
Spending your time continuously listing products is not only time-consuming, but may
be a waste of time that you could be better spending on marketing, customer
engagement, and other key business strategies. Automating your Amazon listings can
help you simplify the whole process, saving you time and money. Using an Amazon
listing tool can help you with listing products in bulk, saving you a ton of time.
 
3. Invest in Pro Merchant Subscription
Amazon’s Pro Merchant subscription can save you money and give you additional
tools to make your selling easier if you plan on listing a lot of items. It costs individual
sellers $0.99 per transaction, but with Pro Merchant, you don’t have a per-item fee.
Rather, you have a $39.99 per month charge to list as many items as you want on the
Amazon marketplace. That means that if you have 100 transactions per month, you
would pay an average of $0.40 each. But if you have 1,000 transactions per month,
that charge goes down to only $0.04 per transaction.
Plus, with Amazon Pro Merchant you get some additional benefits like being able to
upload in bulk, enhanced reporting, more selling options, and the ability to list new,
unique items to the marketplace.
 
4. Consider Using Fulfillment By Amazon
Increasing your sales volume is easy with Fulfillment By Amazon (FBA). Most top
sellers on Amazon use the FBA option. With this service, you send your inventory to
Amazon and they take it from there. When one of your items sells, Amazon fulfills the
order, packages, and ships it to your customer. You pay for storage of your items and
shipping costs, which are often discounted. Additionally, you can use FBA to take
care of order fulfillment for the products you sell through other sales channels. To
ensure profitability, make sure you’re selling the best products for FBA.
 
5. Win the Buy Box
The coveted Amazon Buy Box is the box on the right side of the product detail page
where customers can click to add the item to their shopping cart.  The Buy Box is so

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coveted because it significantly improves your chances of selling items. The best way
to increase sales is to win the buy box.
Appearing in the Buy Box requires that you meet certain criteria and that Amazon
chooses you from the pool of sellers who offer the same item. The criteria include
availability, price, your overall performance on as a seller (you have to be at least a
Featured Merchant), and shipping options.
 
6. Improve Your SEO
With so many sellers on Amazon, it’s important that buyers are able to find your
products. Amazon looks at the keywords in your product titles to rank listings, so you
need to include as many keywords as you can in the 500-character title. To help you
with this, Amazon offers a Keyword Tool, which will optimize your listing titles.
 
7. Get Feedback and Reviews
Customer reviews and positive feedback are extremely important on Amazon.
Nearly 90% of buyers say that they trust online reviews as much as they trust personal
recommendations. That said, only about 10% of Amazon buyers leave feedback after
making a purchase. To remedy this, you can use a solution like Feedback Five, to
increase feedback volume.
 
8. Advertise on Amazon
Advertising on Amazon is a good way to be seen and increase amazon sales. When
you are just starting out, or looking to increase the visibility of your products, you
should give the Sponsored Products option a try. This will display your product below
search results or on the product detail pages. There is a cost for this service, but it is a
pay-per-click charge, so you only pay for what is used. Plus, Amazon offers you a
deal for using sponsored products the first time.
 
9. Market Outside of Amazon
You aren’t allowed to market people away from Amazon, but you can absolutely
market outside to bring customers to your Amazon store. You can use blogging and

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article writing on your other websites to get potential customers to look at your items
on Amazon. Using social media for your ecommerce business is a great option as
well.

 10. Know the Rules and Regulations

Make sure that you understand and follow the rules and regulations that Amazon has
put in place – there are many. It’s important to the success of your business that you
comply with them, because if they are broken, you run the risk of being suspended or
having your account completely shut down. By following the rules and regulations
you are on the right track to being able to increase amazon sales.

Chapter: 4

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 RESEARCH METHODOLOGY

4.1. Objectives

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

4.2 Research Design

4.2.1 Exploratory Research

Exploratory research conducted for a problem that has not been clearly defined.
Exploratory research helps determine the best research design. Data collection and
selection of subjects. It should draw definitive conclusions only with extreme caution.
Exploratory research often relies on secondary research such as reviewing available
literature and/or data, or qualitative approaches such as informal discussion with
consumers, employees, management or competitors, and more formal approaches
through in-depth interviews, focus group and projective methods.

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4.2.2 Descriptive Research

The objective of descriptive research is to describe the characteristics of various

aspects such as the market potential for a product/company or the demographics and
attitudes of consumers who buy the product with the help of primary data collected.

4.3 Data Collection

The goal for all data collection is to capture quality evidence that then translates to
rich data analysis and allows the building of a convincing and credible answer to
questions that have been posed.

4.3.1 Primary Data

Primary data was collected from various people and their opinion and information for
the specific purpose of study helped to run the analysis. In essence, the questions
asked were tailored to elicit the data that will for study. The data was collected
through questionnaire to understand their experience and preference towards their
loyal company.

4.3.2 Secondary Data

To make primary data collection more specific, secondary data will help to make it
more useful. It helps to improve the understanding of the problem. Secondary data
was collected from various sources such as different business websites and published
papers.

4.3.3 Differences between Amazon and Flipkart

1. Founders

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 While Amazon was founded by Jeff Bezos, Flipkart was founded by Binny
Bansal and Sachin Bansal. 
2. Date Founded
Amazon was founded in 1994 in Seattle, Washington. On the other hand,
Flipkart was founded in 2007 in India. 
3. Company Type
While Amazon is a public listed company, Flipkart is a private listed company.
4. Headquarters
The headquarters for Amazon is in Seattle, Washington. On the other hand,
Flipkart has its headquarters in Bangalore, India
5. Revenue
While the revenue for Amazon was estimated at US$177.866 billin as at 2017,
the revenue for Flipkart was estimated at US$2.8 billion as at 2017. 
6. Product & Service
Among the products and services offered in Amazon include electronics, video
games, apparel, food, furniture, toys, software as well as jewelry.  On the other
hand, Flipkart offers products and services such as electronics, lifestyle and
fashion products. 
7. Subsidaries
Amazon has several subsidiaries including Amazon Air, body labs, goodreads,
zappos, graphiq, Amazon game studios, and Abe books. Flipkart has
subsidiaries including PhonePe, which is a mobile payments service, Myntra,
Ekart, Jeeves andJabong.com.

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24
 Chapter: 5
Literature Review
For the above stated objectives, a detailed review of literature has been done and the
information collected and utilized for the research works have been presented below;

 Martin Dodge. (1999),”Finding the source of Amazon.com: examining the

hype of the earth’s biggest book store”, Center for Advanced Spatial Analysis.
Concluded that Amazon.com has been one of the most promising E-commerce
companies and has grown rapidly by providing quality service.

 Kanwal Gurleen (2012), “Customers satisfaction towards Online shopping”,

discussed that different options in internet encouraged people to search and
eventually purchase online, because there are more than 100 million internet
users in India. People those who are using internet from 5 to 7 hours a day were
found to be adopter of online shopping. Price consciousness, convenience and
variety, easy payment options and challenges of online shopping are the factors
found to be a significant in online shopping.

 DahiyaRicha (2012), conducts a study on the role of demographic factors

and their impact on the shopping behavior of online customers. The study
opines that e-business is a new form of business in India which has tremendous
Potential. It has been growing significantly ever since its introduction in the
country. The author even comments that the field of E-Business will reshape
the entire shopping scenario across the globe. Considering it to be the need of
the hour Every other company is now running their own online portals to sell
their products and services.

 Abhijit Mitra. (2013), “E-Commerce in India-A Review”, International Journal

of Marketing, Financial Services & Management Research. Concluded that The
E-Commerce has broken the geographical limitations and it is a revolution-
commerce will improve tremendously in next five years in India.

25
 D.K.Gangeshwar. (2013),” E-Commerce or Internet Marketing: A Business
Review from Indian Context”, International Journal of u- and e- Service,
Science and Technology. Concluded that the E-commerce has a very bright
future in India although security, privacy and dependency on technology are
some of the drawbacks of E-commerce but still there is a bright future to E-
commerce.

 Adrita Goswami et.al (2013), studied “Customer Satisfaction towards Online

Shopping with Special Reference to Teenage Group of Jorhat Town” study
concludes that online customers are satisfied in the aspects such as Price,
Quality of products, Ease of use in mobile platform and Timely Delivery at
remote areas. This research explicitly indicates that online marketer should
give more importance on price factor and after sale factor.

 Dhevika V.P.T, Latasri O.T.V, S Karmugil (2014), in their paper “Factors

Affecting Online shopping of Customers” revealed that the most important
factor influencing online shopping is- security, followed by – trust worthy
shopping and – website design/features and the least important factor
influencing is – bargaining shopping, there is no significant association
between security and website design/features of the respondents and their
overall online buying behaviour.

 Ashish Pant (2014), “An Online Shopping Change the Traditional Path of
Consumer Purchasing” concluded in his research article that a successful web
store is not the just a good looking website with the dynamic technical features
but is also emphasis on building the relationship with customers with making
money. The success of any e-tailer company in India is depending upon its
popularity, its branding image, its unique & fair policies, and its customer
relations etc.

26
 Saravanan S and Brindha Devi K (2015), “A Study on Online Buying behavior
with special reference to Coimbatore city” focused on online shoppers’
preferences and problems on various online shopping marketers. Higher
computer literacy makes internet shopping smarter. Their awareness about the
internet also makes them better positioned to identify and take decision for
products and services.

 Mohana Priya S and Anusuya D (2014), “A Study on Customer Preferences

and Satisfaction towards selected online websites with special reference to
Coimbatore city” stated that online shopping has grown in popularity over the
years mainly because people find it convenient from the comfort of their home
or office. Most of the customers are satisfied by online shopping, but the only
hinder is that they are not fully secured. Government has to improve security
laws related to online websites so that the online customers feel secured in case
of debit card, credit card or online payments.

 DV (2015), studies about the perceptions of customers towards the services

offered by different online marketers. The authors ponder mainly on the
aspects like satisfaction with the product and service offered, Preference to
online shopping over traditional shopping, satisfaction with the mode of
payment, easy return facility, after sales service etc. The paper suggests that
the instalment system and proper display of the size and specification of the
goods on the website can be an added advantage to the organization. They are
in the opinion that as the numbers of online shoppers are growing every day,
the online transactions portals should be safe and secure for every e-tailing
website.

 Francis Sudhakar K, Habeeb Syed (2016), “A Comparative study between

Flipkart and Amazon India”, conducted a study to critically examine various
corporate and business level strategies of two big etailers and those are Flipkart
and Amazon. Comparison have been done considering e-commerce challenges,
their business model, funding, revenue generation, growth, survival strategies,

27
 Shoppers’ online shopping experience, value added differentiation, and product
offerings. Both these big players made their own mark in India. The survey
ended with Amazon as the winner, which satisfied the customer in all the
aspects.

 Balasubramanian & Isswarya (2017) in their research paper discusses on the

customer satisfaction level between Flipkart and Amazon among the customers
in an educational institution. The data were collected from 179 samples who
basically post graduate students and the tools for analysis were simple
statistical tools like a percentage. The study also ponders upon investigating the
major factors that ultimately impact customer satisfaction towards Flipkart and
Amazon. The questionnaire focuses upon the various domains which customers
generally emphasizes upon while shopping online like order tracking and
delivery, website usage, product availability, payment procedures etc. The
paper concludes by stating that in the war between Flipkart and Amazon;
Flipkart wins by providing an efficient delivery system, user-friendly website
and exact tracking facility.

 Ahuja (2018), makes a study on customer perception towards the purchase of

electronic goods through Amazon and Flipkart. The study hovers around four
basic aspects of viz. Gender and satisfaction level towards Amazon, Gender
and satisfaction level towards Flipkart, Income and satisfaction level towards
Amazon and Income and satisfaction level towards Flipkart. The paper finds
out that males are more interested in purchasing electronic goods online than
females. However, people get the interest to purchase electronic goods online
only when they are exposed to offers irrespective of their age and income.

28
 Chapter: 6

DATA TABULATION AND ANALYSIS AND RESULTS

METHOD OF DATA ANALYSIS

Factor analysis was performed to determine the correlation between the variables and
highly correlated variables are combined and represented by a factor, This is to ensure
data reduction, instead of several variables they are represented by few major factors.
Regression analysis, to identify the impact of the factor analysis (independent
variables) on customer satisfaction (dependent variable).

5.1 DEMOGRAPHICS :

Variables Measuring Group Frequency Percentage

<25 35 50
25 - 35 25 35.7
Age
>35 10 14.3
Total 70 100
Male 28 40
Gender Female 42 60
Total 70 100

5.1DEMOGRAPHICS OF THE RESPONDENTS

The above chart provides the empirical finding gleaned from the collected data. It
provides demographic information of the respondents and the statistical analysis of
the information collected from them. This is followed by the interpretation and
discussion about our findings. The above table shows that out of 70 respondents 50%
of people are in the age group of <25 years. 35.7% of people are in the age group of
25-35 and 14.3% of people are in the group of >35. We are having highest

29
respondents who do online shopping are less than 25 years and almost all those
belongs to student category. At the same time 35.7% of age group 25-35 are utilizing
online shopping well. All those people are attracted to e-commerce sites which are
offering wide range of products to everywhere and also with their services. Another
demographic factor we considered is gender. Female respondents are higher than the
male respondents that who prefer online shopping. We can interpret that based upon
their preferences that they are getting different and unavailable international products
online, which made easy and time efficient.

5.2 HOW OFTEN RESPONDENT SHOP ONLINE

Valid Frequenc Percentage Valid Cumulative

y Percentage Frequency
Once in a Month 25 30.00 30.00 30.00
Once in a two 11 15.70 15.70 15.70
Month
More Frequency 17 24.30 24.30 24.30
Very Rare 21 30 30 100
Total 70 100 100

Table 5.2 How Often Respondent Shop Online

Interpretation : From above table we can interpret that how often respondents are
doing shopping online. It become habit of choosing online shopping instead of brick
and motar shopping. Here 30% of respondents are so regular that they do shop online
at least once in month. That opens more ways to e-commerce people to succeed in
market.

5.3 RESPONDENT ONLINE SITE RESONDENT

Valid Frequenc Percentage Valid Cumulative

y Percentage Frequency
Flipkart 29 41.4 41.4 41.4
Amazon 29 41.4 41.4 82.9
Snapdeal 6 8.6 8.6 91.4
Paytm 3 4.3 4.3 95.7
Others 3 4.3 4.3 100
30
 Total 70 100 100

5.3 RESPONDENT ONLINE SITE RESPONDENT

Interpretation : From above table we can interpret that both Amazon and Flipkart
were chosen by 82.9% people equally. And rest of the e-commerce players such as
Snapdeal (8.6%) and Paytm(4.3%) are too in the competition to reach the target of
both Amazon and Flipkart. Even though Paytm is offering huge discounts when
compared to its competitors.

5.4 RESPONDENT PAYMENT METHOD

Valid Frequenc Percentage Valid Cumulative

y Percentage Frequency
Debit Card 19 27.1 27.1 27.1
Credit Card 07 10 10 37.1
Cash on Delivery 44 62.9 62.9 100
Total 70 100 100

Interpretation : E-commerce players have to gain confidence in terms of providing

security to customer’s sensitive data. When respondent is questioned with payment
method they will use while doing online shopping most of the respondents choose
cash on delivery method which is of 62.9%. We can analyze that cash on delivery is
simple and perfect way to customer to proceed. Even delivery boys are carrying swipe
machines and made more convenient.

5.5 RESPONDENT IS MOST IMPRESSED WITH WHICH E-COMMERCE

SITE

Valid Frequenc Percentage Valid Cumulative

y Percentage Frequency
Flipkart 28 40.0 40.0 40.0
Amazon 33 47.1 47.1 47.1
Other 9 12.9 12.9 100
Total 70 100 100

5.5 Respondent Is Most Impressed With Which E-Commerce Site

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Interpretation : E-commerce site that is most appreciated by customers is Amazon.
Amazon is leading with 47.1% when compared to Flipkart, which is having 40% of
respondent’s interest. And rest of e-commerce sites are not even the reach of Flipkart
and Amazon. It clearly proves that Flipkart and Amazon are leading e-commerce
market in India.

5.6 RESPONDENT CHOOSING METHOD OF E-COMMERCE SITE

Valid Frequenc Percentage Valid Cumulative

y Percentage Frequency
Referred by friend 28 40.0 40.0 40.0
Advertisement 14 20.0 20.0 60.0
Online Review 28 40.0 40.0 100
Total 70 100 100

Table 5.6 Respondent Selection Process

Interpretation : Which is the perfect way to reach the customers? Or by what basis
client is choosing online site for shopping. According to above table respondents are
choosing as per online reviews and also equal percentage of respondents are choosing
e-commerce sites based upon their friend’s suggestions.

5.7 RESPONDENT IS MORE SATISFIED WITH WHICH SITE PRICING

Valid Frequenc Percentage Valid Cumulative

y Percentage Frequency
Flipkart 24 34.3 34.3 34.3
Amazon 25 35.7 35.7 70
Snapdeal 7 10 10 80
Paytm 12 17.1 17.1 97.1
Others 2 2.9 2.9 100
Total 70 100 100

Table 5.7 Respondent’s Satisfied with Pricing

Interpretation : Price, the most important aspect while purchasing. When an e-

commerce site can offer what we needed with reasonable price, then everyone will go
after that site only. From above table people are mostly impressed with Amazon and

32
Flipkart with slight change. Even through paytm is offering all the products at very
low rates, people are interested in top ones.

5.8 RESPONDENT WOULD LIKE TO SUGGEST TO OTHER

Valid Frequenc Percentage Valid Cumulative

y Percentage Frequency
Flipkart 20 28.6 28.6 28.6
Amazon 26 37.1 37.1 65.7
Snapdeal 10 14.3 14.3 80
Paytm 9 12.9 12.9 92.2
Others 5 7.1 7.1 100
Total 70 100 100

Table 5.8 Respondents will Suggest to others

Interpretation : From one of our previous question we understood it that friend

suggestion is so important while purchasing online or while selecting an e-commerce
site. From above table so got our view clear based upon the respondent’s view which
e-commerce site is leading in friends suggestions. 37.1% of respondents are ready to
suggest Amazon to their friends and family. And after Amazon, Flipkart is leading in
respondent’s suggestion box with 28.6% and rests of them are having very minimum
importance and occupation in respondent’s opinion.

5.9 OCCASIONS PREFERRED BY RESPONDENT TO DO SHOPPING

Valid Frequenc Percentage Valid Cumulative

y Percentage Frequency
Festival 7 10 10 10
To gifts 6 8.6 8.6 18.6
Offers 38 54.3 54.3 72.9
Wedding 5 7.1 7.1 80
Others 14 20 20 100
Total 70 100 100

Table 5.9 Respondents is Interested in Buying Particularly

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Interpretation : E-commerce sites know when to and how to capture customers. The
timing of offers in e-commerce sites is just perfect. Even through people don’t need
them they will purchase because of tempting deals in a row. More than 50% of people
are doing online shopping, when those e-commerce sites are offering so many exciting
deals and offers. All the e-commerce sites are moving their pawns competitive to each
other, which lead customers in confusion.

5.10 RESPONDENT FACED PROBLEM WITH

Valid Frequency Percentage Valid Cumulative

Percentage Frequency
Delay in Delivery 15 21.4 21.4 21.4
Product damage 10 14.3 14.3 35.7
Cheap quality of 26 41.4 41.4 77.1
product
Non Delivery 7 10 10 87.1
Other 9 12.9 12.9 100
Total 70 100 100

5.10 Respondents Troubled in Particular Issue

Interpretation : From product order to delivery of the product its company’s

responsibility to fulfill customer’s requirements. Customers expect what they paid for,
if something happens they will hesitate to purchase again. From above table most of
the respondents (41.4%) are having problem with the product quality and after that are
having problem with the delay of product delivery.

5.11 RESPONDENTS OPINION ON FLIPKART CUSTOMER CARE

Valid Frequency Percentage Valid Cumulative

Percentage Frequency
Strongly Agree 12 17.1 17.1 17.1
Agree 33 47.1 47.1 64.3
Neither agree nor 10 14.3 14.3 28.6
disagree
Disagree 9 12.9 12.9 25.8
Strongly Disagree 7 8.6 8.6 91.4

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 Total 70 100 100 100

5.11 Respondents Opinions on Flipkart Customer Care

Interpretation : Respondents will choose e-commerce sites when they are fully
satisfied with their complete services. After purchase also, company have to take
responsible for customer’s requirement. Flipkart made its mark in customer’s heart.
Respondents (47.1%) of them are happy with the Flipkart customer support. This is
actually a better result to Flipkart, because people are positive towards it.

5.12 RESPENDENTS OPINION ON AMAZON CUSTOMER CARE

Valid Frequency Percentage Valid Cumulative

Percentage Frequency
Strongly Agree 21 30.0 30.0 30.0
Agree 25 35.7 35.7 65.7
Neither agree nor 14 20.0 20.0 85.7
disagree
Disagree 6 8.6 8.6 94.3
Strongly Disagree 4 5.7 5.7 100
Total 70 100 100

5.12 Respondents Opinions on Amazon Customer Care

Interpretation : Amazon proved once again, that it will be always one step from the
rest of the players in the market. Most of Amazon customers (30%) are very happy
and strongly agree with customer support of Amazon, which made Amazon
unbeatable winner ahead. From previous tables we understood customers are scared of
damage of the product and quality of products is major issue to be considered. These
barriers were not there in Amazon because of its brand collaborations and its amazing
packing grabbed customer’s attention and made people loyal to it.

5.13 CROSS TABULATION OF GENDER AND HOW OFTEN THEY SHOP

ONLINE

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 How often respondent shop online Total
Gender
Once in month Once in 2 month More Frequently Very rare

Male 11 3 9 5 28
Female 10 8 8 16 42
Total 21 11 17 21 70

Table 5.13 Cross Tabulation Of Gender And How Often They Shop Online

Interpretation : From the above table we can interpret that out of 70 respondents
females are more interested in online shopping when compared males because of e-
commerce wide range of varieties. And also they are leading than male respondents in
different categories. Where male are frequent buyers but female respondents are doing
at least once online shopping and leading than male. Even though female respondents
are high but they are very rare online shoppers.

5.14 CROSS TABULATION OF AGE AND PAYMENT METHOD

Respondent Payment Method

Age of
Total
respondent
Debit Card Credit Card Cash on Delivery

<25 9 2 24 35
25-35 5 3 17 25
>35 5 2 3 10
Total 19 7 44 70

5.14 Cross Tabulation of Age And Payment Method

Interpretation : From above table we can interpret that the mindset of respondents
are different when it comes to currency and its security. Most of the people going for
cash on delivery. E-commerce sites are also making payments methods easier by
providing swiping machines to delivery boys. Swiping machine made customers and

36
as well as delivery boys works easy. Because some payments won’t be exactly round
figures, they maybe in rupees such as 513 or 1007. When customers have to pay this
kind of amount that will be difficult to delivery boy to return change some times. By
using swipe machines we can avoid all these interrupts.

5.15 CROSS TABULATION OF GENDER AND PRICE SATISFACITION

Respondent is Satisfied with price of Total

Gender
Flipkart Amazon Snapdeal Paytm Other
Male 11 8 2 7 0 28
Femal 13 17 5 5 2 42

Total 24 25 7 12 2 70

5.15 Cross Tabulation of Gender and Price Satisfaction

Interpretation : From above table opinion on pricing shown a big difference about
respondent’s opinions towards it. Male respondent’s having almost equal opinion on
all e-commerce sites except Snapdeal. Flipkart is leading in male respondent’s survey
and after that almost with same percentage Amazon & Paytm are there. Paytm made
huge impact in Male. Gender because of its coupons and its huge discounts. When it
comes to female responses, Amazon is leading than the rest of e-commerce big
players in India. Where there are so many exclusive e-commerce sites especially for
girls, still they are choosing reputed and leading e-commerce sites such as Amazon &
Flipkart.

5.1 CROSS TABULATION OF AGE AND OCCASIONS

Respondent interested in buying particularly Total

Age of
respondent To
Festival Offers Wedding Other
gift
<25 1 5 19 3 7 35

37
 25-35 6 1 13 2 3 25
>35 0 0 6 0 4 10
Total 7 6 38 5 14 70

5.16 Cross Tabulation of Age and Occasions

Interpretation : From above table we can interpret that e-commerce sites are playing
their cards very well because of neither gender nor age is not going to stand as barrier
when lots of offers are available in e-commerce sites. Where respondents of <25 are
interested in purchasing while online offers are there apart of other occasions such
as festivals, weddings etc. The respondents of age 25-35 (probably employees) are
also interested in offers itself and making them utilized. This age group was also
leading in occasion of festivals.

E-COMMERCE IN INDIA

The e-commerce introduced to India in mid-1990s, many of them were either

matrimonial or job portals, the major reason behind the slow response to e-commerce
in India was,

1) Limited availability of internet

2) Weak online payment system

3) Lack of awareness in customers

Due to the above reasons the e-commerce progressed very slowly in Indian market.

In mid-2000 the e-commerce industry in India grown rapidly offering online services
like travelling, many airline companies started providing the travel services online to
customers, even today online travel booking holds a major share of ecommerce space.
Today almost everything is sold online in India.

According to a report published by Forrester research titled “Asia Pacific Online

Retail Forecast 2011 To 2016” based on the growth in key e-commerce markets in the
Asia-Pacific region and identifying key trends in each of the markets and projected
38
market size by country over the next five years the Indian e-commerce sector is set to
grow the fastest in the Asiapacific region at an estimated annual growth rate of 57%
between years 2012 to year 2016.

SALES IN BILLION
COUNTRY
2012 2016
INDIA 1.6 8.8
AUSTRELIA 23.2 35.4
JAPAN 63.9 97.6
CHAINA 169.4 356.1

The e-commerce sector in India to grown rapidly during 2005-06 and onwards. The
main reasons for this fast growth in the revenues and number of e-commerce
companies operating outside of India was the growth of a young generation employed
in it companies, changing lifestyles , rise in disposable income and easier access to
banking and internet facilities. Following figure shows the total revenues collected
from online customers.

COMPARATIVE STUDY OF FLIPKART.COM WITH AMAZON.COM

The comparison between e-commerce companies in India is in peak, Flipkart is facing

strong competition from Amazon India, ebay, Junglee.com, Jabong.com,
Snapdeal.com and Myntra.com like companies. Among the above companies
Amazon.com is the strongest competitor of Flipkart. Recently Flipkart has won an
economical battle against Amazon.com by purchasing one of its rivals myntra.com.
Flipkart has acquired online fashion retailer Myntra.com in approx. Rs. 2,000 crore
deal, this deal is considered to be the big milestone in the success of Flipkart. Flipkart
mainly faces strong competition from Amazon.com as Amazon has declared that it
will invest $2 billion in its Indian.

39
a) Stock Keeping Units: When the Stock Keeping Units (SKU) of both Flipkart
and Amazon compared for four popular electronic products mobile, laptop,
tablet, camera. Following results were obtained from the data.
b) Online Product Categories and Sub-Categories: Presently Amazon.com offers
16 main categories of products online while these 16 main categories can be
further divided in to 186 sub-categories. On the other hand flipkart.com offers
86 main categories of offerings which are expanded into a huge 422
subcategories much more than amazon.com providing a wide range of products
which are quite easy to access through website.
c) Comparison of Manpower Management and Work Satisfaction : Considering
the gender wise distribution of employees in both Amazon.in and Flipkart.com,
following information is obtained.

Comapany /Sex Ratio Male Female

Flipkart.com 80% 20%
Amazon.com 87% 13%

Sr.
Description Flipkart Amazon
No.
1 Job Work/Life Balance 3.5 3.5
2 Salary Benefits 3 4
3 Job Security 3.5 3
4 Management 3.5 3
5 Job Culture 4 4
Total 17.5 17.5

The e-commerce has been in the peak in India during past 2 years, the fast growing
technological changes has opened an option of online selling and purchase for a
common man in India. While comparison between both Flipkart and Amazon, it is
observed that Flipkart maintains more number of stock keeping units (SKU) as
compared to amazon considering the four popular electronic products. On the other
40
 hand the product sub categories offered by Flipkart is 422 with 86 main categories
on the website as compared to 186 sub categories and 16 main categories of
Amazon. It has been seen that there is a tie between both amazon India and
Flipkart when compared the work satisfaction level of employees. Both Flipkart
and Amazon have established a strong base in India and a strong competition can
be seen between them in coming years.

Conclusion

1. Which is better Amazon or Flipkart?

For general household goods, Amazon is cheaper and has better collection, right

from soaps to mattresses, Amazon is better. But Flipkart is better in high value
goods. Mobile, Tablets and other electronics are significantly cheaper
on Flipkart than Amazon, especially on Big Billion Days.

2. Who is bigger Flipkart or Amazon?

Flipkart led with 64% share of the combined gross sales while Amazon continued to

fare higher in net promoter score (NPS). ... As for the gap
between Flipkart and Amazon, it grew narrower in terms of gross units
shipped. Flipkart's share in terms of units stood at 56% while Amazon's share was
44%, the report highlighted.

3. Is flipkart part of Amazon?

Flipkart. Flipkart Private Limited, d/b/a Flipkart is an Indian e-commerce company

based in Bengaluru, India. ... The service competes primarily with Amazon's Indian
subsidiary, and the domestic rival Snapdeal. As of March 2017, Flipkart held a
39.5% market share of India's e-commerce industry.

4. Which is best Amazon or Flipkart Quora?

In some categories, Flipkart has better price in others Amazon's has upper hand.

However, Amazon has better customer service as compared to Flipkart. So finally,

41
it's positive for Amazon. Even though, Walmart has bought Flipkart still it's core
members are mostly Indian.

5. Which is the most trusted online shopping site?

World's largest e-retailer Amazon is India's most trusted online shopping brand

followed by home-grown Snapdeal and Flipkart, a survey said.

Online shopping in India is growing between 2010 to till. Internet penetration is

increasing in India due to the increasing base of tele communicating networking sites,
social networks and sale of mobiles in India. Online shopping is one of the most
attractive, widely accepted, highly appreciated shopping trend in present world.
Amazon and flipkart are the two top leading online shopping websites. People also
very much preferred and satisfied towards them. Although the customers are satisfied
with online shopping they also face some problems due to many technological and
false advertisement. This problem can be overcome by educating the customers. The
research concludes that eventhough amazon is giving branded and quality products
but customers are very much attracted towards the best services of flipkart.

QUESTIONNAIRE

1. Age
a. < 25 b. 25 - 35 c. >35

2. Gender

42
a. Male b. Female

3. Have you done online shopping?

a. Yes b. No

4. How often do you shop online?

a. Once in month b. Once in two month
c. More frequently d. More Often

5. Which online site will you prefer?

a. Flipkart b. Amazon
c. Snapdeal d. Paytm e. Other

6. How do you make payments when shopping online?

a. Debit card b. Cash on delivery
c. Credit Card d. Third Party(Paytm wallet, Paypal
etc.)

7. Which offer service is more satisfied in terms of products, customer care and
delivery sevice?
a. Flipkart `b. Amazon c. Other

8. How do you choose online shopping site

a. Referred by friends b. Advertisement c. Other review

9. Have your encountered any problems with online shopping site? If yes, by
which one
a. Flipkart b. Amazon c. Others

10. In terms of pricing, with which online shopping site you are satisfied

43
a. Flipkart b. Amazon
c. Snapdeal d. Yupme

11. Which online shopping site will you suggest to your friends and Family?
a. Flipkart b. Amazon
c. Snapdeal d. Yupme

12. On which occasions do you make purchase?

a. Festival b. To gifts
c. Offers d. Wedding

13. Does promotional activities impact your purchasing decision ?

a. Strongly agree b. Agree
c. Neither agree nor disagree d. Disagree
e. Strongly disagree

14. How confident are you that your personal information is kept confidential when
buying product online?
a. Extremely confident b. Quite confident
c. Moderately confident d. Slightly confident
e. Not at all confident

15. What kind of problem did you faced while doing online shopping?
a. Delay in delivery b. Cheap quality of a product
c. Product damage d. Non delivery

16. Customer assistance after purchase from Flipkart And Amazon are good
a. Strongly agree b. Agree

44
c. Neither agree nor disagree d. Disagree
e. Strongly disagree

45