A STUDY ON CUSTOMER SATISFACTION TOWARDS E-TAILERS

WITH SPECIAL REFERENCE TO FLIPKART

CHAPTER 1

INTRODUCTION

1.1 INTRODUCTION TO E-TAILING

E-Tailing is the process of selling retail goods using the internet. It supports the
concept of business-to-business (B to B) transaction. With the introduction of a huge
range of e-tailing tools, it has become quite convenient for the online business
professionals to manage their business in the most beneficial manner. E-tailers is an
online directory of e-tailers who are there to serve the consumers with the best quality
products at extremely reasonable prices. You can compare the prices of products offered
by different e-tailers and make an intelligent choice..

1.2 E-TAILERS FROM INDIA

Among the crowd of e-tailers functioning in India, a huge population of e-tailers

has been extremely successful in making a huge profit with the growing popularity of
internet, more and more business owners have started using the domain for promoting
their products and/or services. Nowadays, a huge population of retailers in India has
started opting for internet for selling their goods and services. There are two types of e-
tailers. The first type is a pure play e-tailer, while the second type is the brick and mortar
e-tailer. The former type is the one in which the retailer uses internet as the primary
means of retailing, while the latter one is the retailer who apart from using the internet
also has the traditional physical storefront available for the customers.

E-tailers have become quite popular in India and all over the world.  Retailers all over
India have become quite comfortable with the idea of retailing using the internet. The
convenience attached with e-tailing has made the concept even more popular in different
countries of the world. The customers can easily surf through a wide array of e-tailers
who are there offering high end products and services at extremely reasonable
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prices.Using internet for retailing has become one of the most convenient means for the
retailers who found it really difficult to spot clients who are willing to pay the amount
desired by the respective retailer. With the right e-tailing approach, retailers across the
globe can actually benefit to the fullest and find high paying clients from different parts
of the world.

1.3 POPULAR E-TAILERS FROM INDIA

Among the crowd of e-tailers functioning in India, a huge population of e-tailers

has been extremely successful in making a huge profit.  Some of the most popular e-
tailers include the ones mentioned below:-

 Flipkart.Com- This is one of the most popular portals encouraging the young
audience to do excellent shopping. The professional team at flipkart.com works
with the sole aim of helping in the improvement of the shopping experience of the
customers residing in different corners of the country.
 Amazon.com - This is an e-tailer site which plays a crucial role in bridging the
gap between the rural and the urban India in terms of accessibility to a wide
collection of brands; both national as well as the international ones. Amazon.com
follows a brilliant online marketing strategy which ensures that best quality
products reach each and every consumer residing in almost every corner of the
country.
 ebay.com- This has become one of the most successful online shopping firms in
India. The e-commerce site offers 100% genuine and high quality products at
extremely reasonable prices. You can get every product ranging from Accessories
Laptops Fashion Home Televisions etc.

1.4 OBJECTIVES OF THE STUDY

 To study the market condition and consumer satisfaction of flipkart.

 To know about the innovative services of flipkart.
 To study the consumer awareness relates to flipkart.
 To offer valuable suggestion based on the findings.

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1.5 LIMITATION OF THE STUDY

1. The study is conducted among only 30 respondents.

2. Limited period data was collected from the customers.
3. Bias in the minds of the customer cannot be avoided.

1.6 PERIOD OF THE STUDY

The primary data of the study covers customer satisfaction towards e-tailers

With special reference to flipkart services; the data collection was made during the
month of July 2021 to December 2021. The data covers of 30 respondents from various
respondents in Ambasamudram.

1.7 METHODS OF DATA COLLECTION

After identifying and designing the research problem determining the specific
information is required to solve the problem.

Data or information for the research can be collected through primary data and
secondary data.

1.8 PRIMARY DATA

The primary data for the report is collected through survey method with proper
questionnaires.

1.9 SECONDARY DATA

The secondary data for the survey is collected from internet, printed booklets etc.

1.10 SAMPLING

Sampling means where only a few units of populations under study are considered
for analysis.

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1.11 SAMPLING PLAN

 What sampling unit should be studied?

 What should be sample size?
 What sampling procedure should be used?
 What contact method should be used?

1.12 SAMPLING UNIT

The sampling unit of existing flipkart customers.

1.13 SAMPLE SIZE

The sample size taken from the survey is 30 respondents were considered.

1.14 TOOLS FOR ANALYSIS

The contact method used in the survey was the percentage analysis method.

1.15 FIELD WORK

The survey was conducted in Ambasamudaram with special reference to the

flipkart customers.

1.16 CHAPTER SCHEME

This study is divided into 5 Chapters

Chapter 1 deals with introduction , statement of the problem, Objectives of the study,
limitation of the study, sampling design, method of data collection, period of study,
geographical area covered analytical frame work and chapter scheme.

Chapter 2 deals with area profile of the study.

Chapter 3 deals with Online shopping Flip cart overview

Chapter 4 deals with analysis and interpretation of the study.

Chapter 5 deals with findings suggestions and conclusion

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 CHAPTER 2

PROFILE OF THE STUDY AREA

2.1 Introduction

This chapter describes in details about the profile of Ambasamudram gathered from
the village board of Ambasamudram.

2.2 Location

Ambasamudram Taluk is located at about 40 kms away from Tiruneveli and its
western part. On the north of Ambasamudram Taluk on the east Tenkasi Taluk and
Nanguneri is on the south.

2.3 Geographical

Geographically this Taluk is the most mountainous of all other in the district. Rich for
a and fauna are in plenty here. This town is situated in the foothills of western ghats on the
northern bank of Tamirabarani (Tamiram = copper, it conatins traces of copper) river with a
twin town Kallidaikurichi/Kallidai is situated on the southern bank.

2.4 Democratic

According to 2011 census, Ambasamudram had a population of 35,645 with a sex-

ratio of 1,048 females for every 1,000 males, much above the national average of 929. A
total of 3,293 were under the age of six, constituting 1,658 males and 1,635 females.  The
average literacy of the town was 78.91%, compared to the national average of 72.99%. The
town had a total of: 9845 households. There were a total of 16,163 workers, comprising 376
cultivators, 1,863 main agricultural labourers, 2,367 in house hold industries, 9,818 other
workers, 1,739 marginal workers, 16 marginal cultivators, 198 marginal agricultural
labourers, 353 marginal workers in household industries and 1,172 other marginal workers.
Other religions and 0.02% following no religion or did not indicate any religious preference.

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2.5 Industry

Madura Coats Private Limited is a Private incorporated on 31 July 1974. It is

classified as Non-govt Company and is registered at Registrar of Companies, Bangalore. Its
authorized share capital is Rs. 1,000,000,000 and its paid up capital is Rs. 60,001,000. It is
involved in Manufacture of wearing apparel, except fur apparel [this class includes
manufacture of wearing apparel made of material not made in the same unit. Both regular and
contract activities are included]Madura Coats Private Limited's Annual General Meeting
(AGM) was last held on 27 June 2017 and as per records from Ministry of Corporate Affairs
(MCA), its balance sheet was last filed on 31 December 2016. Directors of Madura Coats
Private Limited are Anil Lasantha Naomal Dias, Ambuj Kalra, Jaigopal Venkataramani,
Ashok Mathur, Nagappan Srinivasan, .Madura Coats Private Limited's Corporate
Identification Number is (CIN) U18102KA1974PTC047421 and its registration number is
47421.Its Email address is madura@coats.com and its registered address is 144, M.G.Road
Bangalore KA 560001.

2.6 Ambasamudram Post Office, Ambasamudram

Ambasamudram Post Office is located at Ambasamudram, Ambasamudram,

Tirunelveli of Tamil Nadu state. It is a head office (H.O.). A Post Office (PO) / Dak Ghar is a
facility in charge of sorting, processing, and delivering mail to recipients. POs are usually
regulated and funded by the Government of India (GOI). Pin code of Ambasamudram
PO is 627401. This Postoffice falls under Tirunelveli postal division of the Tamilnadu postal
circle.
Types of Post Offices

Are basically classified into 3 types, namely – Head Post Office, Sub-Post Office
including E.D. Sub-Office and Branch Post office. Ambasamudram P.O. is a Head Post
Office. So far as the public is concerned, there is basically no difference in the character of
the service rendered by Sub-Post Offices and Head-Post Offices except in regard to a few
Post Office Savings Bank (SB) transactions. Certain Sub Post Offices do not undertake all
types of postal business. Facilities are generally provided at Branch Post Offices for the main
items of postal work like delivery and dispatch of mails, booking of registered articles and
parcels accepting SB deposits and effecting SB withdrawals, and issue and payment of
money orders, though in a restricted manner.
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2.7 Hospitals

Government Hospital -3, Private hospital -3, E.B. -2.

2.8 SCHOOL

Vikaasa School Mohideen Fathima School 

AVRM V Matriculation Higher St.Joseph s Middle School 
Secondary School.
LAVINI Matriculation Higher Vel s Vidhyalaya CBSE School 
secondary school
PU primary School Panchayat Union Middle School 
AvRmV Primary School  Cambridge Matric Hr Sec School
Excellent Matric School  Sri Jayendra Play School 
Hindu High school  Therathapathi Government School
Aroma Matriculation School  Merit Matric Higher Secondary School 

2.9 COLLEGE

Sri Paramakalyani College, Ambai Art College, Thiruvalluvar College.

2.10 BANKS

State bank of India, Karur Vysya Bank, Indian Overseas Bank, Indian Bank, Punjab
National Bank, Pandyan grama bank, Canara bank, central bank of India, Tamilnadu
mercantile bank.

2.11 TOURISM
Papanasar Temple, Thamiraparani River, Agasthiar Falls, Karaiyar Dam, Manjolai
kills.
2.12 RIVERS
Kadana nathi, Thamiraparani.
2.13 DAMS
Thalaiyani Dam, Servalar Dam, Papanasam Dam, Karaiyar Dam.

CHAPTER 3
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 FLIPCART ONLINE SHOPPING OR E-SHOPPING OVERVIEW

3.1 E-TAILERS FOCUS

E-Tailers in India have been able to grab excellent amount of appreciation from
online business professionals residing in different corners of the world. Successful e-
tailers focus on a wide range of factors which mark their success in the e-commerce
domain. Some of these factors include the ones mentioned below:-

 Supply Chain-Most of the successful e-tailers trace their customer complaints and
delivery returns in a highly professional manner. It is important for the e-tailers to
integrate the supply chain vendors or merchants into their existing system.
 Customer is the King- Successful e-tailers are competent in offering 24/7
customer service through email, chat and toll free phone numbers. The
professionals working under the successful e-tailer company ensure to offer
brilliant resolution to issues including the delayed delivery, product quality, and
wrong product delivered etc.
 New and improved business models- E-tailers who want to score high in the e-
commerce domain opt for new and innovative business models which allow them
to undertake their tasks in the most efficient manner..

3.2 ONLINE SHOPPING OR E-SHOPPING 

Online shopping or e-shopping is a form of electronic commerce which allows

consumers to directly buy goods or services from a seller over the Internet using a web
browser. Alternative names are: e-web-store, e-shop, e-store, Internet shop, web-shop,
web-store, online store, online storefront and virtual store. Mobile commerce (or m-
commerce) describes purchasing from an online retailer's mobile optimized online site or
application. An online shop evokes the physical analogy of buying products or services at
a bricks-and-mortar retailer or shopping center; the process is called business-to-
consumer (B2C) online shopping. In the case where a business buys from another
business, the process is called business-to-business (B2B) online shopping. The largest of
these online retailing corporations are Alibaba, Amazon.com and eBay. Retail success is
no longer all about physical stores. This is evident because of the increase in retailers now
offering online store interfaces for consumers. With the growth of online shopping,

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comes a wealth of new market footprint coverage opportunities for stores that can
appropriately cater to offshore market demands and service requirements.

3.3 HISTORY

Michael Aldrich, pioneer of online shopping in the 1980s.

English entrepreneur Michael Aldrich invented online shopping in 1979. His

system connected a modified domestic TV to a real-time transaction processing computer
via a domestic telephone line. He believed that videotex, the modified domestic TV
technology with a simple menu driven human computer interface, was a 'new, universally
applicable, participative communication medium the first since the invention of the
telephone.' This enabled 'closed' corporate information systems to be opened to 'outside'
correspondents not just for transaction processing but also for e-messaging and
information retrieval and dissemination, later known as e-business. His definition of the
new mass communications medium as 'participative' interactive, many-to-many] was
fundamentally different from the traditional definitions of mass communication and mass
media and a precursor to the social networking on the Internet 25 years later. In March
1980 he went on to launch Redifon's Office Revolution, which allowed consumers,
customers, agents, distributors, suppliers and service companies to be connected on-line
to the corporate systems and allow business transactions to be completed electronically in
real-time. During the 1980s he designed, manufactured, sold, installed, maintained and
supported many online shopping systems, using videotex technology. These systems
which also provided voice response and handprint processing pre-date the Internet and
the World Wide Web, the IBM PC, and Microsoft MS-DOS, and were installed mainly in
the UK by large corporations. The first World Wide Web server and browser, created

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by Tim Berners-Lee in 1990, opened for commercial use in 1991. Thereafter, subsequent
technological innovations emerged in 1994: online banking, the opening of an online
pizza shop by Pizza Hut, Netscape's SSL v2 encryption standard for secure data transfer,
and Inters hop’s first online shopping system. The first secure retail transaction over the
Web was either by NetMarket or Internet Shopping Network in 1994. Immediately
after, Amazon.com launched its online shopping site in 1995 and eBay was also
introduced in 1995. Alibaba's sites Taobao and Tmall were launched in 2003 and 2008,
respectively.

3.4 INTERNATIONAL E-COMMERCE STATISTICS

Statistics show that in 2012, Asia-Pacific increased their international sales over
30% giving them over $433 billion in revenue. That is a $69 billion difference between
the U.S. revenue of $364.66 billion. It is estimated that Asia-Pacific will increase by
another 30% in the year 2013 putting them ahead by more than one-third of all global
ecommerce sales. The largest online shopping day in the world is Singles Day, with sales
just in Alibaba's sites at US$9.3 billion in 2014.

3.5 CUSTOMERS

Online customers must have access to the Internet and a valid method of

payment in order to complete a transaction. Generally higher levels of education and
personal income correspond to more favorable perceptions of shopping online. Increased
exposure to technology also increases the probability of developing favorable attitudes
towards new shopping channels. In a December 2011 study, Equation Research surveyed
1,500 online shoppers and found that 87% of tablet owners made online transactions with
their tablet devices during the early Christmas shopping season.

3.6 LOGISTICS

Consumers find a product of interest by visiting the website of the retailer directly
or by searching among alternative vendors using a shopping search engine.Once a
particular product has been found on the website of the seller, most online retailers
use shopping cart software to allow the consumer to accumulate multiple items and to
adjust quantities, like filling a physical shopping cart or basket in a conventional store. A
"checkout" process follows (continuing the physical-store analogy) in which payment and
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delivery information is collected, if necessary. Some stores allow consumers to sign up
for a permanent online account so that some or all of this information only needs to be
entered once. The consumer often receives an e-mail confirmation once the transaction is
complete.

Less sophisticated stores may rely on consumers to phone or e-mail their orders (although
full credit card numbers, expiry date, and Card Security Code or bank account and
routing number should not be accepted by e-mail, for reasons of security).

3.7 PAYMENT GATEWAY

A payment gateway is an e-commerce application service provider service that

authorizes credit card payments for e-businesses, online retailers, bricks and clicks, or
traditional brick and mortar. It is the equivalent of a physical point of
sale terminal located in most retail outlets. Payment gateways protect credit card details
by encrypting sensitive information, such as credit card numbers, to ensure that
information is passed securely between the customer and the merchant and also between
merchant and the payment processor.

A payment gateway facilitates the transfer of information between a payment portal (such
as a website, mobile phone or interactive voice response service) and the Front End
Processor or acquiring bank.

3.8 TYPICAL TRANSACTION PROCESS

When a customer orders a product from a payment gateway-enabled merchant, the

payment gateway performs a variety of tasks to process the transaction.

 A customer places order on website by pressing the 'Submit Order' or equivalent

button, or perhaps enters their card details using an automatic phone answering
service.
 If the order is via a website, the customer's web browser encrypts the information
to be sent between the browser and the merchant's webserver. In between other
methods, this may be done via SSL (Secure Socket Layer) encryption. The
payment gateway may allow transaction data to be sent directly from the
customer's browser to the gateway, bypassing the merchant's systems. This

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 reduces the merchant's Payment Card Industry Data Security Standard (PCI DSS)
compliance obligations without redirecting the customer away from the website.
 The merchant then forwards the transaction details to their payment gateway. This
is another (SSL) encrypted connection to the payment server hosted by the
payment gateway.
 The payment gateway forwards the transaction information to the payment
processor used by the merchant's acquiring bank.
 The payment processor forwards the transaction information to the card
association (e.g., Visa/MasterCard/American Express). If an American
Express or Discover Card was used, then the card association also acts as
the issuing bank and directly provides a response of approved or declined to the
payment gateway. Otherwise [e.g.: a MasterCard or Visa card was used], the card
association routes the transaction to the correct card issuing bank.
 The credit card issuing bank receives the authorization request and credit or debit
checks and then sends a response back to the processor (via the same process as
the request for authorization) with a response code [e.g.: approved, denied]. In
addition to communicating the fate of the authorization request, the response code
is used to define the reason why the transaction failed (such as insufficient funds,
or bank link not available). Meanwhile, the credit card issuer holds an
authorization associated with that merchant and consumer for the approved
amount. This can impact the consumer's ability to further spend (e.g.: because it
reduces the line of credit available or because it puts a hold on a portion of the
funds in a debit account).
 The processor forwards the authorization response to the payment gateway
 The payment gateway receives the response, and forwards it on to the website (or
whatever interface was used to process the payment) where it is interpreted as a
relevant response then relayed back to the merchant and cardholder. This is known
as the Authorization or "Auth"
 The entire process typically takes 2–3 seconds.
 The merchant then fulfills the order and the above process is repeated but this time
to "Clear" the authorization by consummating the transaction. Typically, the
"Clear" is initiated only after the merchant has fulfilled the transaction (e.g.:

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 shipped the order). This result in the issuing bank 'clearing' the 'auth' (i.e.: moves
auth-hold to a debit) and prepares them to settle with the merchant acquiring bank.
 The merchant submits all their approved authorizations, in a "batch" (e.g.: end of
day), to their acquiring bank for settlement via its processor.
 The acquiring bank makes the batch settlement request of the credit card issuer.
 The credit card issuer makes a settlement payment to the acquiring bank (e.g.: the
next day)
 The entire process from authorization to settlement to funding typically takes 3
days.
 Many payment gateways also provide tools to automatically screen orders for
fraud and calculate tax in real time prior to the authorization request being sent to
the processor. Tools to detect fraud include geolocation, velocity pattern analysis,
OFAC list lookups, 'black-list' lookups, delivery address verification, computer
finger printing technology, identity morphing detection, and basic AVS checks.

3.9 SECURITY

Since the customer is usually required to enter personal details, the

entire communication of 'Submit Order' page (i.e. customer - payment gateway) is often
carried out through HTTPS protocol.

 To validate the request of the payment page result, signed request is often used -

which is the result of the hash function in which the parameters of an application
are confirmed by a «secret word», known only to the merchant and payment
gateway.
 To validate the request of the payment page result, sometimes the IP of the
requesting server has to be verified.
 There is a growing support by acquirers, issuers and subsequently by payment
gateways for Virtual Payer Authentication (VPA), implemented as 3-D
Secure protocol - branded as Verified by VISA,[5] MasterCard Secure Code and
J/Secure by JCB along with Card Verification Value, which adds additional layer
of security for online payments. 3-D Secure promises to alleviate some problems

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 facing online merchants, such as the inherent distance between the seller and the
buyer, and the inability of the first to easily confirm the identity of the second.
 Payment Gateway providers follow PCI DSS, which is intended to ensure the
safety of the cardholder's data.

3.10 ONLINE GIFT SHOPS

Online gift shops are websites which have the primary objective of selling
products online that will be given to others. These online retailers may or may not be
associated to a physical shop.

3.11 DESIGN

Customers are attracted to online shopping not only because of high levels of
convenience, but also because of broader selections, competitive pricing, and greater
access to information. Business organizations seek to offer online shopping not only
because it is of much lower cost compared to bricks and mortar stores, but also because it
offers access to a worldwide market, increases customer value, and builds sustainable
capabilities.

3.12 INFORMATION LOAD

Designers of online shops are concerned with the effects of information load.
Information load is a product of the spatial and temporal arrangements of stimuli in the
web store. Compared with conventional retail shopping, the information environment of
virtual shopping is enhanced by providing additional product information such as
comparative products and services, as well as various alternatives and attributes of each
alternative, etc.

Two major dimensions of information load are complexity and

novelty. Complexity refers to the number of different elements or features of a site, often
the result of increased information diversity. Novelty involves the unexpected,
suppressed, new, or unfamiliar aspects of the site. The novelty dimension may keep
consumers exploring a shopping site, whereas the complexity dimension may
induce impulse purchases.

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3.13 CONSUMER NEEDS AND EXPECTATIONS

A successful web store is not just a good looking website with dynamic technical

features, listed in many search engines. In addition to disseminating information, it is also
about building a relationship with customers and making money. Businesses often
attempt to adopt online shopping techniques without understanding them and/or without a
sound business model; often, businesses produce web stores that support the
organizations' culture and brand name without satisfying consumer expectations. User-
centered design is critical. Understanding the customer's wants and needs is essential.
Living up to the company's promises gives customers a reason to come back and meeting
their expectations gives them a reason to stay. It is important that the website
communicates how much the company values its customers. Customer needs and
expectations are not the same for all customers. Age, gender, experience and culture are
all important factors. For example, Japanese cultural norms may lead users there to feel
privacy is especially critical on shopping sites and emotional involvement is highly
important on financial pensions sites. Users with more online experience focus more on
the variables that directly influence the task, while novice users focus on understanding
the information.

To increase online purchases, businesses must use significant time and money to define,
design, develop, test, implement, and maintain the web store. Truly said, it is easier to
lose a customer than to gain one. Even a "top-rated" website will not succeed if the
organization fails to practice common etiquette such as responding to e-mails in a timely
fashion, notifying customers of problems, being honest, and being good stewards of the
customers' data. Because it is so important to eliminate mistakes and be more appealing to
online shoppers, many web shop designers study research on consumer expectations.

3.14 MARKET SHARE

E-commerce B2C product sales totaled $142.5 billion, representing about 8% of

retail product sales in the United States. The $26 billion worth of clothes sold online
represented about 13% of the domestic market, and with 72% of women looking online
for apparel, it has become one of the most popular cross-shopping categories. Forrester

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Research estimates that the United States online retail industry will be worth $279 billion
in 2015. The popularity of online shopping continues to erode sales of conventional
retailers. For example Best Buy, the largest retailer of electronics in the U.S. in August
2014 reported its tenth consecutive quarterly dip in sales, citing an increasing shift by
consumers to online shopping. There were 242 million people shopping online in China
in 2012. For developing countries and low-income households in developed countries,
adoption of e-commerce in place of or in addition to conventional methods is limited by a
lack of affordable Internet access.

3.15 ADVANTAGES CONVENIENCE

Online stores are usually available 24 hours a day, and many consumers have
Internet access both at work and at home. Other establishments such as internet cafes and
schools provide internet access as well. In contrast, visiting a conventional retail store
requires travel and must take place during business hours. In the event of a problem with
the item consumers are concerned with the ease of returning an item in exchange for
either the correct product or a refund. Consumers may need to contact the retailer, visit
the post office and pay return shipping, and then wait for a replacement or refund. Some
online companies have more generous return policies to compensate for the traditional
advantage of physical stores. For example, the online shoe retailer flipkart.com includes
labels for free return shipping, and does not charge a restocking fee, even for returns
which are not the result of merchant error.

3.16 INFORMATION AND REVIEWS

Online stores must describe products for sale with text, photos, and multimedia
files, whereas in a physical retail store, the actual product and the manufacturer's
packaging will be available for direct.Some online stores provide or link to supplemental
product information, such as instructions, safety procedures, demonstrations, or
manufacturer specifications. Some provide background information, advice, or how-to
guides designed to help consumers decide which product to buy.Some stores even allow
customers to comment or rate their items. There are also dedicated review sites that host
user reviews for different products. Reviews and even some blogs give customers the
option of shopping for cheaper purchases from all over the world without having to
depend on local retailers. In a conventional retail store, clerks are generally available to
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answer questions. Some online stores have real-time chat features, but most rely on e-
mails or phone calls to handle customer questions.

3.17 PRICE AND SELECTION

One advantage of shopping online is being able to quickly seek out deals for items
or services provided by many different vendors (though some local search engines do
exist to help consumers locate products for sale in nearby stores). Search engines,
online price comparison services and discovery shopping engines can be used to look up
sellers of a particular product or service. Shipping costs (if applicable) reduce the price
advantage of online merchandise, though depending on the jurisdiction, a lack of sales
tax may compensate for this.

Shipping a small number of items, especially from another country, is much more
expensive than making the larger shipments bricks-and-mortar retailers order. Some
retailers (especially those selling small, high-value items like electronics) offer free
shipping on sufficiently large orders.Another major advantage for retailers is the ability to
rapidly switch suppliers and vendors without disrupting users' shopping experience.

3.18 DISADVANTAGES

FRAUD AND SECURITY CONCERNS

Given the lack of ability to inspect merchandise before purchase, consumers are at
higher risk of fraud than face-to-face transactions. Merchants also risk fraudulent
purchases using stolen credit cards or fraudulent repudiation of the online purchase.
However, merchants face less risk from physical theft by using a warehouse instead of a
retail storefront.

Secure Sockets Layer (SSL) encryption has generally solved the problem of credit
card numbers being intercepted in transit between the consumer and the merchant.
However, one must still trust the merchant (and employees) not to use the credit card
information subsequently for their own purchases, and not to pass the information to
others. Also, hackers might break into a merchant's web site and steal names, addresses
and credit card numbers, although the Payment Card Industry Data Security Standard is
17
intended to minimize the impact of such breaches. Identity theft is still a concern for
consumers.

A number of high-profile break-ins in the 2000s have prompted some U.S. states
to require disclosure to consumers when this happens. Computer security has thus
become a major concern for merchants and e-commerce service providers, who deploy
countermeasures such as firewalls and anti-virus software to protect their networks.

Quality seals can be placed on the Shop web page if it has undergone an
independent assessment and meets all requirements of the company issuing the seal. The
purpose of these seals is to increase the confidence of online shoppers. However, the
existence of many different seals, or seals unfamiliar to consumers, may foil this effort to
a certain extent. A number of resources offer advice on how consumers can protect
themselves when using online retailer services. These include: Sticking with known
stores, or attempting to find independent consumer reviews of their experiences; also
ensuring that there is comprehensive contact information on the website before using the
service, and noting if the retailer has enrolled in industry oversight programs such as a
trust mark or a trust seal.

Before buying from a new company, evaluate the website by considering issues
such as the professionalism and user-friendliness of the site; whether or not the company
lists a telephone number and/or street address along with e-contact information; whether a
fair and reasonable refund and return policy is clearly stated; and whether there are
hidden price inflators, such as excessive shipping and handling charges. Ensuring that the
retailer has an acceptable privacy policy posted. For example note if the retailer does not
explicitly state that it will not share private information with others without consent.

Ensuring that the vendor address is protected with SSL (see above) when entering
credit card information. If it does the address on the credit card information entry screen
will start with "HTTPS".

Using strong passwords, without personal information. Another option is a "pass

phrase," which might be something along the lines: "I shop 4 good a buy!!" These are
difficult to hack, and provides a variety of upper, lower, and special characters and could
be site specific and easy to remember.

18
 Although the benefits of online shopping are considerable, when the process goes
poorly it can create a thorny situation. A few problems that shoppers potentially face
include identity theft, faulty products, and the accumulation of spyware. If users are
required to put in their credit card information and billing/shipping address and the
website is not secure, customer information can be accessible to anyone who knows how
to obtain it. Most large online corporations are inventing new ways to make fraud more
difficult. However, criminals are constantly responding to these developments with new
ways to manipulate the system. Even though online retailers are making efforts to protect
consumer information, it is a constant fight to maintain the lead. It is advisable to be
aware of the most current technology and scams protect consumer identity and finances.

Product delivery is also a main concern of online shopping. Most companies offer
shipping insurance in case the product is lost or damaged. Some shipping companies will
offer refunds or compensation for the damage, but this is up to their discretion.

3.19 LACK OF FULL COST DISCLOSURE

The lack of full cost disclosure may also be problematic. While it may be easy to
compare the base price of an item online, it may not be easy to see the total cost up front.
Additional fees such as shipping are often not be visible until the final step in the
checkout process. The problem is especially evident with cross-border purchases, where
the cost indicated at the final checkout screen may not include additional fees that must
be paid upon delivery such as duties and brokerage. Some services such as the Canadian
based Wishabiattempts to include estimates of these additional cost, 33] but nevertheless,
the lack of general full cost disclosure remains a concern.

3.20 PRIVACY

Privacy of personal information is a significant issue for some consumers. Many

consumers wish to avoid spam and telemarketing which could result from supplying
contact information to an online merchant. In response, many merchants promise to not
use consumer information for these purposes,

19
 Many websites keep track of consumer shopping habits in order to suggest items
and other websites to view. Brick-and-mortar stores also collect consumer information.
Some ask for a shopper's address and phone number at checkout, though consumers may
refuse to provide it. Many larger stores use the address information encoded on
consumers' credit cards (often without their knowledge) to add them to a catalog mailing
list. This information is obviously not accessible to the merchant when paying in cash or
through a bank (money transfer, in which case there is also proof of payment).

3.21 PRODUCT SUITABILITY

Many successful purely virtual companies deal with digital products, (including

information storage, retrieval, and modification), music, movies, office supplies,
education, communication, software, photography, and financial transactions. Other
successful marketers use drop shipping or affiliate marketing techniques to facilitate
transactions of tangible goods without maintaining real inventory.

3.22 E-COMMERCE IN INDIA

India is one of the fastest growing and emerging economies of the world, having a
vary huge consumer based and a big mass connected to internet (approx..100 million).the
E-business trend have been catching up in the country with the increasing rates of local
and domestic firms using the E-business model to do business which is very different
from the traditional way of doing business in India, it has leads to an interesting tread in
the market for the online shopping starting right from ordering food, grocery vegetables,
fruits, taxis, electronics and so on.

20
 PROFILE OF THE COMPANY

4.1 FLIPKART

The Online Megastore

Type Private

Industry Internet

Founded 5 September 2007

Founder Sachin Bansal, Binny Bansal

Headquarters Bangalore, Karnataka, India

Area served India

Key people SachinBansal, Binny

Bansal,Amod Malviya

Services E-commerce
(Online shopping)

Revenue  US$ 1 billion (gross

merchandise 2013-14)1]

Number of 15,000 (2014)2]

employees

Subsidiaries Myntra

Website Flipkart.com

The organization which I have select for my study is “flikart.com” an emerging

Indian online mega store. I would be studying the strategies that the portal have used to
21
attract Indian masses, so as to give them the total online shopping experience , the portal
offers an unique strategy to masses to make payment modes like cash and cash on
delivery , which invariably helps the masses to avoid the hassle of making online
payment ,as the credit card penetration in India is very low and people are reluctant to
make online payment more to do with the Indians psyche. Since portals are giving a
customized offering to the masses i.e. rite for the wider product portfolio to payment
options, its making very convenient for the users to have a online shopping experience
hassle free. Flipkart have followed the same business model as of amazon.com i.e.
starting from selling books therefore we can call it as “flipkart- the amazon of India “,
however flipkart is now regional based E-business portal i.e. once targeting Indian
market, more interesting is that ,the minds that worked to start flipkart are also the
Ex.amazon empolyees.

It is now one of the leading e-commerce players in India, currently ranks at the top
20 website in India , spread in 37 cities ,with 11.5millions plus book title ,14 different
categories, 3 million plus registered users and sale of 300000 items a day

It provides online- shopping a memorable online-shopping experience of its

innovation servies like:

 Cash on delivery
 30-day replacement policy
 Easy monthly installment option(EMI)
 Free shopping
 Discounted prices & deals
Flipkart is an Indian electronic commerce company established in 2007 by Sachin
Bansal and Binny Bansal. It operates exclusively in India, where it is headquartered
in Bangalore, Karnataka, though Flipkart is actually registered and based in Singapore.
Flipkart has launched its own product range under the name "DigiFlip" with products
including tablets, USBs, and laptop bags. Flipkart has also launched its own range of
personal healthcare and home appliances under the brand "Citron".

Legally, Flipkart is not an Indian company, since it is based in Singapore, and

majority of its shareholders and investors are foreigners. In May 2014, Flipkart received

22
$210 million from DST Global and in July it raised $1 billion led by existing investors
Tiger Global and South Africa's media group Naspers.

4.2 HISTORY

Flipkart was founded in 2007 by Sachin Bansal and Binny Bansal, both alumni of

the Indian Institute of Technology Delhi. They had been working
for Amazon.com previously. The business was formally incorporated as a company in
October 2008 as Flipkart Online Services Pvt. Ltd. During its initial years, Flipkart
focused only on books, and soon as it expanded, it started offering other products like
electronic goods, air conditioners, air coolers, stationery supplies and life style products
and e-books. The first product sold by them was the book Leaving Microsoft To Change
The World, bought by VVK Chandra from Andhra Pradesh. Flipkart now employs more
than 15000 people. Flipkart allows payment methods such as cash on
delivery, credit or debit card transactions, net banking, e-gift voucher and card swipe on
delivery.

4.3 ACQUISITIONS

 2010: We Read, a social book discovery tool.

 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. Flipkart has
categorically said that it will not be involved with the original site and will not use
the brand name.
 2012: 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 INR 2,000 crore deal.

4.4 EVALUATION OF FLIPKART LOGO

23
4.5 FINANCE

 Initially, the founders had spent   400,000 only for making website to set up the
business. Flipkart has later raised funding from venture capital funds Accel
India (US$1 million in 2009) and Tiger Global (US$10 million in 2010
and US$20 million in June 2011). On 24 August 2012, Flipkart announced the
completion of its 4th round of $150 million funding from MIH (part of Naspers
Group) and ICONIQ Capital. The company announced, on 10 July 2013, that it
has raised an additional $200 million from existing investors including Tiger
Global, Naspers, Accel Partners and Iconiq Capital.
 Flipkart's reported sales were   40 million in FY 2008–2009,   200 million
in FY 2009–2010 and   750 million for FY 2010–2011.34] In FY 2011–2012,
Flipkart is set to cross the   5 billion (US$100 million) mark as Internet usage in
the country increases and people get accustomed to making purchases
online. Flipkart projects its sales to reach   10 billion by year 2014. On average,
Flipkart sells nearly 10 products per minute and is aiming at generating a revenue
of   50 billion (US$0.81 billion) by 2015.
 On November 2012, Flipkart became one of the companies being probed for
alleged violations of FDI regulations of the Foreign Exchange Management Act,
1999
24
  In July 2013, Flipkart raised USD 160 million from private equity investors.
 In October 2013, it was reported that Flipkart had raised an additional $160
million from new investors Dragoneer Investment Group, Morgan Stanley Wealth
Management, Sofina SA and Vulcan Inc. with participation from existing investor
Tiger Global.
 On 26 May 2014, Flipkart announced that it has raised $210 million from Yuri
Milner’s DST Global and its existing investors Tiger Global, Naspers and Iconiq
Capital.
 In early July 2014, it was also highly speculated that Flipkart was in negotiations
to raise at least $500 million, for a likely listing in the US for 2016.
 On 29 July 2014, Flipkart announced that it raised $1 billion from Tiger Global
Management LLC, Accel Partners, and Morgan Stanley Investment Management
and a new investor Singapore sovereign-wealth fund GIC.
 On 6 October 2014, Flipkart sold products worth INR 650Crore in 10 hours in a
special one-day event - "The Big Billion Day", claiming they had created e-
commerce history, but their hard-won reputation for good customer service
suffered because of technical problems, and angry reactions on social media from
buyers disappointed with the pricing and availability of products. It claimed to sell
a whopping 5 lakh mobile handsets, five-lakh clothes and shoes and 25,000
television sets within hours of opening its discounted sale at 8 AM. In December
2014, After it received $700 million from another funding, Flipkart had a market
cap of $11 billion or Rs.66000 crore.
 On 20th December, 2014, Flipkart announced filing application with Singapore
based companies' regulator ACRA to become a public company after raising USD
700 million for long term strategic investments in India following which its
number of investors exceeded 50. The USD 700 million fund raised by Flipkart
added new investors - Baillie Gifford, Greenoaks Capital, Steadview Capital, T.
Rowe Price Associates and Qatar Investment Authority - on company's board.Its
existing investors DST Global, GIC, ICONIQ Capital and Tiger Global also
participated in this latest financing round. 

4.6 EXCLUSIVE PRODUCT LAUNCHES

25
 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. This triggered an overwhelming response from online shoppers and more
than 20,000 units were sold within hours of launch on Flipkart. After the Moto
G successful debut launch, Flipkart was looking for a long term tie up with Motorola
Mobility. The Moto G success story, led to an another exclusive tie up between Flipkart
& Motorola Mobility, who launched their flagship Android smartphone, the Moto X on
19 March 2014. After Moto G and Moto X, Flipkart invited the Moto E, the newest
member of Moto family which is even cheaper than Moto G on 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. The first batch was sold out within
39 minutes on 22 July 2014, the second in 5 seconds on 29 July 2014. The sale was
proceeded on pre-registration mode where more than 150 000 buyers booked for the 5
August 2014 sale. This got sold off in less than 2 seconds. Following this Xiaomi Tech
decided to sell 20,000 pieces in the next sale scheduled for 12 August 2014. On
September 2, 2014 Flipkart held a flash sale of the budget Android smartphone the
Xiaomi Redmi 1S which was launched in India in July 2014. 40, 000 units priced at Rs
5999 each were sold within seconds. In the second round of Xiaomi Redmi 1S sale held
on Sept 9, 2014, 40,000 units were sold within a span of 4.5 seconds, slightly longer than
the first sale, which lasted just 4.3 seconds. Third round of Redmi 1S sale held on Sept
16, 2014 with again 40,000 units sold in fastest of all 3.4 seconds. In the 4th round of sale
of Redmi 1S held on Sept 23, 2014, Flipkart put more units this time, 60,000 units go out
of stock in 5.2 seconds. In the latest Flash sale held on Sept 30, 2014, once again 60,000
units Go out of stock in 13.9 seconds. Redmi note in India exclusively through Flipkart.
The first flash sale of 50,000 Redmi Note devices held on December 2, 2014 and all the
devices sold out in mere 6 seconds, just like all the earlier flash sales of Xiaomi held at
Flipkart.

4.7 IN-HOUSE PRODUCTS

In July 2014 Flipkart launched its own set of tablet, mobile phones & Phablet. The
first among these series of tablet phones was Digiflip Pro XT 712 Tablet.

26
In July 2014 Flipkart launched its first networking router, under its own brand name
named DigiFlip WR001 300 Mbit/s Wireless N Router.

In September 2014 Flipkart launched its in-house home appliances and personal
healthcare brand Citron. The label includes a wide range of cooking utilities and
grooming products.

4.8 CRITICISM

On 6 October 2014 Flipkart launched Big Billion Day with intention to increase
the popularity by targeting billion sales in 1 day. This even though helped Flipkart
achieve the target led to public outcry and widespread criticism across consumers,
competitors and Partners heavily damaging its reputation.Many users couldn't place the
order because the servers were not capable enough to take the load and was giving
random errors to users which led to frustration among customers. Many users who placed
orders got email saying that the order got cancelled. Most of the products were sold for
price less than cost price and was accused of killing the competition. Major competitors
filed complaints against Flipkart to commerce ministry claiming that selling products for
less than cost price is against the commerce policy of the country. Ministry said that they
will form new trade rules for e retail after this incident. On 13 September 2014 a Flipkart
delivery boy molested a house maid in Hyderabad. The house maid's employer has been
fighting against Flipkart for justice on this issue, and also for making offline delivery
services safe.

4.9 AWARDS AND RECOGNITION

 Co-Founder of Flipkart Sachin Bansal, 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 CNBC TV 18's 'India
Business Leader Awards 2012' (IBLA).
 Flipkart.com- got nominated for IndiaMART Leaders of Tomorrow Awards 2011.

27
4.10 PRODUCTS AVAILABLE IN FLIPKARTS

1) HOME DECOR:

Clocks:

Bean bag

Wall Décor

2) KITCHEN AND DINING:

Cookware

28
 Tupperware

Mixer Juicer Grander

Microwave Oven

3) FASHION AND ACCESSORIES

Men’s

29
 Women’s

Kids

30
 4) Footwear’s

Wallets and Belts

Watches

31
5) ELECTRONICS AND APPLIANCES:

Televisions

Televisions Accessories

Cables

32
 6) MOBILES AND ACCESSORIES

Mobile Phones

Mobile Accessories

Memory Cards
Power Banks

Headsets and cables

33
 7) LAPTOPS AND ACCESSORIES:

Laptops

Laptop Accessories

Keyboard Mouse

External hard
disk

Pen drive

Web Camera

8) CAMERAS AND ACCESSORIES:

34
 Cameras

Camera Accessories

Lenses

Memory card Flashes

35
 CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

4.01 GENDER OF RESPONDETS

Table 1
4.1 GENDER OF RESPONDETS

SOURCE: PRIMARY DATA.

S.NO Gender Frequency Percentage
1 Male 17 56.7%
2 Female 13 43.3%
Total 100 100

From the above table it can be inferred that among 100 respondents, a great
majority of 57% is male and the remaining 43% of the respondents are female. It can be
concluded that majority of the respondents are male.

AGE OF RESPONDENTS

36
 Table 2

4.2 AGE OF RESPONDENTS

S.NO Age Frequency Percentage

1 20 to 30 19 63%
2 41 to 60 11 36.6%
Total 30 100
SOURCE: PRIMARY DATA.

From the above table it can be inferred that among 100 respondents, 63% of
respondents are between 20-30 age group, 37% of respondents are between 30-45 age
group. It can be concluded that majority of the respondents are in the age group of 18-30.

Table 3

4.3 OCCUPATION OF RESPONDENTS

37
 S.NO Occupation Frequency Percentage
1 Student 08 26.6%
2 Employees 14 46.6%
3 Business 06 20%
4 Others 02 6.6%
Total 100 100

SOURCE: PRIMARY DATA.

From the above table it can be inferred that among 100 respondents, 28% of the
respondents are in Student, 25% of the respondents are in Employee, 20% of the
respondents are in Business and remaining 27% of the respondents are in other. It can be
concluded that majority of the respondents are student.

38
PREFERRED BY RESPONDETS

Table 4
4.4 PREFERRED BY RESPONDETS

S.NO Sources Frequency Percentage

1 Flipkart 19 63.3%
2 Amazon 06 20%
3 Ebay 01 3.4%
4 Snapdeal 04 13.3%
Total 30 100

SOURCE: PRIMARY DATA.

From the above table it can be inferred that among 100 respondents, 63.3% of the
respondents are using flipkart, 20% of the respondents are using amazon, 3.4% of the
respondents are using ebay and remaining 13.3% of the respondents are in snapdeal. It
can be concluded that majority of the respondents prefer flipkart.

SOURCES RELATES TO FLIPKART

39
 Frequency Percentage
S.NO Sources
1 Advertisement 09 30%
2 Friends 11 36.6%
3 Neighbours 03 10%
4 Social network 07 23.3%
Total 30 100
4.5 SOURCES RELATES TO FLIPKART

SOURCE: PRIMARY DATA

From the above table it can be inferred that among 73 respondents, 30% of the
respondents know from advertisement, 36.6% of the respondents know from friends, 10%
of the respondents know from neighbours and remaining 23.3% of the respondents know
from Social network. It can be concluded that majority of the respondents are known
from friends.

SALARY OF RESPONDETS

Table 5

SALARY OF RESPONDETS

40
 S.NO Sources Frequency Percentage

1 15,000 to 25,000 09 30%

2 25,000 to 35,000 11 36.6%

3 35,000 to 45,000 07 23.3%

4 Above 45,000 03 10%

Total 30 100

SOURCE: PRIMARY DATA.

From the above table it can be inferred that among 100 respondents, 22%
of the respondents are getting salary of 15,000 to 25,000, 27% of the respondents are
getting salary of 25,000 to 35,000, 30% of the respondents are getting salary of 35,000 to
45,000 and remaining 21% of the respondents are getting salary above 45,000. It can be
concluded that majority of the respondents are getting salary of 35,000 to 45,000.

REASON FOR SHOPPING WITH FLIPKART

Table 6
4.6 REASON FOR SHOPPING WITH FLIPKART

41
 Frequency Percentage
S.NO Sources
1 Attractive price 16 53.3%
2 Reliability 01 3.3%
3 Mass variety of product 09 30%
4 Popularity 04 13.3%
Total 30 100
SOURCE: PRIMARY DATA

From the above table it can be inferred that among 73 respondents, 35%of the
respondents says attractive price, 13% of the respondents says reliability, 25% of the
respondents says mass variety of product and remaining 27% of the respondents
popularity. It can be concluded that majority of the respondents are attracted with price.

42
FREQUENCY OF FLIPKART

Table 7
4.7 FREQUENCY OF FLIPKART
Frequency Percentage
S.NO Sources
1 Weekly 06 20%
2 Monthly 07 23.3%
3 Six months once 11 36.6%
4 Once a year 06 20
Total 30 100
SOURCE: PRIMARY DATA

From the above table it can be inferred that among 73 respondents, 7%of the
respondents bye products weekly, 34% of the respondents bye products monthly, 42% of
the respondents bye products six months once and remaining17% of the respondents bye
products yearly once. It can be concluded that majority of the respondents are purchasing
products once in six months.

43
VISIT OTHER E-TAILERS

Table 8
4.8 VISIT OTHER E-TAILERS
Frequency Percentage
S.NO Sources
1 Yes 09 30%
2 No 06 20%
3 May be 13 43.3%
4 Can’t say 02 6.6%
Total 30 100
SOURCE: PRIMARY DATA

From the above table it can be inferred that among 73 respondents, 21% of the
respondents say yes, 34% of the respondents say no, 34% of the respondents say may be
and remaining 11% of the respondents can’t say. It can be concluded that majority of the
respondents don’t visit other e-tailers.

44
PURCHASING OCCASION ON FLIPKARRET

Table 9

4.9 PURCHASING OCCASION ON FLIPKARRET

Frequency Percentage
S.NO Sources
1 Festival season 08 26.6%
2 Heavy discount time 13 43.3%
3 Upon mood/desire 04 13.3%
4 When need 05 16.6%
Total 30 100
SOURCE: PRIMARY DATA

From the above table it can be inferred that among 73 respondents 26.6%of the
respondents purchasing on festival season, 43.3% of the respondents purchasing on heavy
discount time, 13.3% of the respondents purchasing upon mood and remaining 16.6% of
the respondents purchasing when need. It can be concluded that majority of the
respondents are purchasing during heavy discount time.

45
PRODUCTS MOSTLY PURECHASED ON FLIPKART

Table 10

4.10 PRODUCTS MOSTLY PURECHASED ON FLIPKART

Frequency Percentage
S.NO Sources
1 Apparel 03 10%
2 Electronics appliances 14 46.6%
3 Home & kitchen appliances 07 23.3%
4 Foot wears 06 20%
Total 30 100
SOURCE: PRIMARY DATA

From the above table it can be inferred that among 73 respondents, 10%of the
respondents buying apparels, 47% of the respondents buying electronics appliances, and
7% of the respondents buying home and kitchen appliances and remaining 26% of the
respondents buy food wears. It can be concluded that majority of the respondents are
buying electronics appliances.
.

46
SATISFACTION WITH FLIPKART WHILE ONLIE SHOPPING

Table 11

4.11 SATISFACTION WITH FLIPKART WHILE ONLIE SHOPPING

Frequency Percentage
S.NO Sources
1 100% 16 53.3%
2 75% 07 23.3%
3 Unsatisfied 04 13.3%
4 Can’t say 03 10%
Total 30 100
SOURCE: PRIMARY DATA

From the above table it can be inferred that among 73 respondents, 53%of the
respondents saying 100% satisfied, 23% of the respondents saying 14% satisfied, and
10% of the respondents saying unsatisfied and remaining 11% of the respondents can’t
say. It can be concluded that majority of the respondents are saying 53% satisfied.

47
CONTINUITY OF CUSTOMER WITH FLIPKART

Table 12

4.12 CONTINUITY OF CUSTOMER WITH FLIPKART

Frequency Percentage
S.NO Sources
1 Yes 17 56.6%
2 No 4 13.3%
3 May be 06 20%
4 Can’t say 03 10%
Total 30 100

SOURCE: PRIMARY DATA

From the above table it can be inferred that among 73 respondents, 57%of the
respondents say yes, 13% of the respondents say no, 20% of the respondents saying may
be and remaining 10% of the respondents can’t say. It can be concluded that majority of
the respondents are continuing.

48
SECURE AND SAFE TRANSACTION ON FLIPKART

Table 13

4.13 SECURE AND SAFE TRANSACTION ON FLIPKART

Frequency Percentage
S.NO Sources
1 100% safer 14 46.6%
2 75% safer 08 26.6%
3 50% safer 07 23.3%
4 Can’t say 01 3.3%
Total 30 100
SOURCE: PRIMARY DATA

From the above table it can be inferred that among 73 respondents, 47%of the
respondents saying 100% secure and safe, 27% of the respondents saying 75% secure and
safe, 23% of the respondents saying 50% secure and safe and remaining 3% of the
respondents can’t say. It can be concluded that majority of the respondents are saying
100% safer.

49
FLIPKART APPLICATION ON YOUR MOBILE

Table 14

4.14 FLIPKART APPLICATION ON YOUR MOBILE

Frequency Percentage
S.NO Sources
1 Yes 23 76.6%
2 No 07 23.3%
May be Total 30 100
SOURCE: PRIMARY DATA

From the above table it can be inferred that among 73 respondents, 77%of the
respondents say yes, 23% of the respondents say no. It can be concluded that majority of
the respondents are saying yes.

50
PROCESS OF PAYMENT ON FLIPKART

Table 15

4.15 PROCESS OF PAYMENT ON FLIPKART

Frequency Percentage
S.NO Sources
1 Online payment 08 26.6%
2 Cash on delivery 22 73.3%
Total 30 100

SOURCE: PRIMARY DATA

From the above table it can be inferred that among 73 respondents, 27% of the
respondents like online payment, 73% of the respondents like cash on delivery. It can be
concluded that majority of the respondents are using cash on delivery.

51
COMPARISON WITH COMPETITORS

Table 16

4.16 COMPARISON WITH COMPETITORS

Frequency Percentage
S.NO Sources
1 Yes 19 63.3%
2 No 06 20%
3 May be 05 16.6%
Total 30 100
SOURCE: PRIMARY DATA

From the above table it can be inferred that among 30 respondents, 63% of the
respondents give yes, 20% of the respondents give no, 17% of the respondents may be. It
can be concluded that majority of the respondents are saying yes.

52
PROVIDING RELIABLE OFFERS ON FLIPKART

Table 17

4.17 PROVIDING RELIABLE OFFERS ON FLIPKART

Frequency Percentage
S.NO Sources
1 Yes 19 63.3%
2 No 05 16.6%
3 May be 06 20%
Total 30 100
SOURCE: PRIMARY DATA

From the above table it can be inferred that among73 respondents, 63% of the
respondents say yes, 17% of the respondents say no, and remaining 20% of the
respondents say may be. It can be concluded that majority of the respondents are saying
yes.

UNIT 5
53
 FINDINGS, SUGGESTION, CONCLUSION

FINDINGS

 65% of the respondents are between 20-30 of age group.

 From all occupation respondents are shopping on flipkart.
 From my survey majority of 57% are male buyers.
 30% of the respondents getting salary of above 35,000.
 63% of the respondents are shopping from flipkart.
 37% of the respondents are known from friends.
 34% of them known from social network.
 53% of the respondents are buying products for the attractive price
 37% of the respondents are make shopping six months once
 44% of the respondents says, they don’t visit other website before shopping on
flipkart
 44% of the respondents purchasing product on heavy discount price time.
 45% of the respondents say flipkart having 75% reliability.
 53% of the respondents saying they have 75% satisfied with flipkart while
shopping.
 57% of the respondents say yes to continue online shopping with flipkart.
 47% of the respondents say flipkart transaction is 100% safer and secure.
 77% of the respondents say they having flipkart app on their mobile.
 73% of the respondents say cash on delivery is only services they prefer most.
 63% of the respondents saying flipkart stand step ahead to its competitors.
 63% of the respondents say flipkart providing reliable offers and discount.

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 SUGGESTION

 38% of the respondents are not using flipkart. So flipkart needs to expand its
market share in proper manner.
 This flipkart should give more advertisement in newspaper and other magazines.
 This shopping website should give more offers to Home & kitchen appliances.
 It should improve its promotion, so that they can make the customer rely on it
 They have to improve the customer relationship management (CRM).
 65% respondents they saying product from flipkart is in good quality but they
have to improve to 100%.
 57% of the respondents say flipkart transaction is 100% safer and secure they have
to improve by attracting more customers

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 CONCLUSION

The thorough study is based on the consumer behavior analysis which serves a
great idea regarding consumer perception when they go for online shopping. In order to
satisfy themselves consumer perceive many things before buying products and they will
be satisfied if the company meet their expectation. The Overall Brand Value of Flipkart is
good, but it is facing some tough competition from its global competitors like ebay and
Amazon. Talking about domestic market i.e India, it is the most superior E-business
portal which is aggressively expanding & planting its roots deep into the Indian market &
at the same time shifting the mind-set of the people from going &shopping from physical
store to online stores, which is magnificent. Be very focused on consumers and build
amazing experiences for the customers

From this survey, I know about the consumer preference and their needs on
flipkart . This project work is the best method for the collecting information regarding the
products and opinion of the consumers.
 I gained a broad knowledge during this survey. I hope this project work experience
will be a step to build up my career in the future.
 This project is very essential in my post-graduation .so each and every graduate
should have thorough knowledge about particular.

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