61 - TYBAF - A Comparative Study of Consumer Preference Between Amazon and Flipkart - Mayur Satre - Research Project

A PROJECT REPORT ON
A COMPARATIVE STUDY OF CONSUMER PREFERENCE

BETWEEN AMAZON AND FLIPKART IN KURLA
SUBMITTED
TO THE UNIVERSITY OF MUMBAI
AS A PARTIAL REQUIREMENT FOR COMPLETING THE DEGREE OF
T.Y.B.Com (Accounting & Finance) SEMESTER VI
SUBMITTED BY
MAYUR SATRE
ROLL NO: - 61
UNDER THE GUIDANCE OF PROFESSOR
CA. CHANDRASHEKHAR SAWANT
SIES COLLEGE OF COMMERCE AND ECONOMICS, SION (EAST)

MARCH, 2023
1
SIES COLLEGE OF COMMERCE AND ECONOMICS AUTONOMOUS,
PLOT NO. 71/72, SION MATUNGA ESTATE
T.V. CHIDAMBARAM MARG,
SION (EAST), MUMBAI – 400022.
CERTIFICATE
This is to certify that MAYUR SATRE of TYBCOM (A&F)

Semester VI (Academic year 2022-23) has successfully completed a research project
on
“A COMPARATIVE STUDY ON CONSUMER PREFERENCE BETWEEN
AMAZON AND FLIPKART IN KURLA ”
under the Guidance of CA. CHANDRASHEKHAR SAWANT.
CA Chandrashekar Sawant CAChandrashekar Sawant
(Project guide) (Course Co-ordinator)
(External Examiner) Dr Mrs. Nina Roy choudhury
(PRINCIPAL)
PLACE :-
DATE :-
2
DECLARATION
I , Mayur Satre , Student of T.Y.B.Com (ACCOUNTING & FINANCE) Semester VI

(Academic year 2022-2023) hereby declare that, I have completed the research
project on –“A COMPARATIVE STUDY OF CONSUMER PREFERENCE
BETWEEN AMAZON AND FLIPKART”.
This information presented in this project is true and original to the best of my
knowledge. This project is previously not submitted to any University for any Degree
or Diploma Course of this or any other University.
MAYUR SATRE
(Roll no. 61)
Place: -Mumbai
Date
3
ACKNOWLEDGEMENT
I would like to thank the University of Mumbai, for introducing B.Com (Accounting
and Finance) course, thereby giving its students a platform to be abreast with
changing business scenario, with the help of theory as a base and practical as a
solution.
I am indebted to our Principal Dr Nina Roy Choudhury for providing necessary
facilities required for completion of the Project.
I take this opportunity to thank our co-coordinator CA Chandrashekar Sawant for his
support and guidance. I would sincerely like to thank him for all his efforts.
I would like to express my sincere gratitude towards my project guide CA
Chandrashekar Sawant whose guidance and care made the project successful.
I would like to thank my College library for having provided various reference books
and magazines related to my project.
Last but not the least; I would like to thank my parents for giving the best education
and for their support and contribution without which this project would not have been
possible.
Mayur Satre
Roll No. 61
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EXECUTIVE SUMMARY
This project has been designed to serve as the main project for the course BAF of the
University of Mumbai. It has been specially written covering all the topics considered
important for the subject matter of this project.
I have kept in mind the purpose and the scope of the project and have treated all
topics in a language and style, which will be very easily understood.
The basic idea of underlying the extensive research on the project has been to
familiarize the reader about a comparative study of consumer preference between
amazon and flipkar in kurla.
The comparative study of consumer preference between Amazon and Flipkart aims to
analyze the buying behavior of consumers when choosing between the two popular e-
commerce platforms in India. The study focuses on identifying the factors that
influence consumer preferences, such as product quality, pricing, delivery time,
payment options, customer service, and user experience.
The research methodology used for this study involves a quantitative approach
through the distribution of online surveys to a sample of consumers who have made
purchases from both Amazon and Flipkart. The data collected from the surveys is then
analyzed using statistical tools to determine the significant differences in consumer
preferences between the two platforms.
The results of the study reveal that Amazon is preferred by consumers. However, both
platforms received positive ratings for their product quality and customer service.The
study concludes that while both Amazon and Flipkart have their strengths and
weaknesses, consumer preferences are largely influenced by individual needs and
preferences. As a result, it is essential for e-commerce platforms to continually assess
and improve their offerings to meet the changing demands of consumers and remain
competitive in the market.
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Index
Sr. No. Particulars Page No.

1. Introduction 7 - 28
2. Objective 29 - 29
3. Scope and Limitations 30 - 31
4. Research Methodology 32 - 33
5. Review of Literature 34 - 49
6. Data Interpretation 50 - 84
7. Findings and Suggestions 85 - 86
8. Conclusion 87 - 87
9. Bibliography 88 - 90
10. Appendix 91 - 93
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1. 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.
The introduction of e-commerce websites has enabled users to shop online.

Ever since internet has been introduced to the world, it has made a huge impact on
people; business is one of such example where internet has made the difference-
commerce provides products and services through websites.
A customer simply needs to visit an e-commerce website and browse various

offerings through the browser catalogue and customer can select multiple offerings
and add them to the shopping cart, once the shopping is complete, the customer can
checkout and proceed to the payment section, where various online payment options
such as internet banking, card payments can be used.
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Usability became a critical aspect to create decent usable website to provide
great shopping experience for users in a Highly competitive environment. People like
to buy and sell online, accordingly usability turns into Even extra critical for an e-
commerce website. Seller ought to make sure that their web sites are User-friendly to
draw shoppers’ attention. Usability is a measure how well a user can interact with The
platform to reach his goals. User satisfaction is a measure of usability.
The e-commerce websites chosen for this study of comparison are Amazon and
Flipkart.
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 Amazon
o History and current scenario of Amazon
In July 1995 Amazon.com started selling books online and the response they
received was unexpected as in short time span books sold online in all 50 states of
USA and 45 countries. Originally started as an online bookselling company, Amazon
has morphed into an internet-based business enterprise that is largely focused on
providing e-commerce, cloud computing, digital streaming and artificial
intelligence services.
Following an Amazon-to-buyer sales approach, the company offers a

monumental product range and inventory, enabling consumers to buy just about
anything, including clothing, beauty supplies, gourmet food, jewelry, books, movies,
electronics, pet supplies, furniture, toys, garden supplies and household goods.
Amazon has come a long way since it was founded by Jeff Bezos in his garage in
Bellevue, Wash., on July 5, 1994.
The following is a brief history and timeline of events that have evolved Amazon
from its humble beginnings to a multinational business empire.
 The 1990s
Amazon officially opened for business as an online bookseller on July 16,

1995. Originally, Bezos had incorporated the company as Cadabra but later changed
the name to Amazon. Bezos is said to have browsed a dictionary for a word beginning
with A for the value of alphabetic placement.
He selected the name Amazon because it was exotic and different and as a
reference to his plan for the company's size to reflect that of the Amazon River, one of
the largest rivers in the world. Since its inception, the company's motto has always
been "get big fast."
 The 2000s
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In 2005, Amazon Prime This membership-based service for Amazon
customers offers free two-day shipping within the contiguous U.S., as well as
streaming, shopping and reading benefits. According to Amazon's website, current
Amazon Prime membership rates are $14.99 a month or $139 per year.
 From the 2010s to present

Amazon debuted its first tablet computer, the Kindle Fire, in 2011 and
the Amazon Fire TV Stick, which is part of Amazon's extensive line of
streaming media devices, in 2014.
Amazon also started an online Amazon Art marketplace for fine arts in
2013, which has featured original works by famous artists such as Claude Monet
and Norman Rockwell.
The popular in-home virtual assistant Amazon Alexa was rolled out to
consumers in 2015 and was followed by the Alexa-equipped Echo Dot in 2016.
Amazon acquired the organic grocery store Whole Foods in 2017 and
launched Amazon Go, a chain of cashierless grocery stores in 2018.
The rise of in-home shopping during the COVID-19 pandemic made
consumers rely on Amazon even more, and the trend is likely to keep growing.
o Notable Amazon products and services

Amazon offers an ever-expanding portfolio of services and products.
Following is a list of its noteworthy offerings.
 Retail
a) Amazon Marketplace. Amazon's e-commerce platform enables third-party

retailers to showcase and sell their products alongside Amazon items.
b) Amazon Fresh. Amazon's grocery pickup and delivery service is currently

available in nearly two dozen U.S. cities and a few international locations. A
grocery order can be placed through the Amazon Fresh website or the Amazon
mobile app. Customers can either get their groceries delivered or visit the store
for pickup.
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c) Amazon Vine. Launched in 2007, Amazon Vine helps manufacturers and
publishers get reviews for their products to help shoppers make informed
purchases.
d) Woot. Acquired by Amazon in 2010, Woot offers limited time offers and special
deals that rotate daily. This shop features refurbished items, as well as new items
that are low in stock. Prime members get free shipping.
e) Zappos. Amazon bought Zappos in 2009. This online retailer of shoes and
clothing carries a wide range of brands, including Nike, Sperry, Adidas and
Uggs.
f) Merch by Amazon. This on-demand T-shirt printing service enables sellers to

create and upload their T-shirt designs for free and earn royalties on each sale.
Amazon does the rest -- from printing the T-shirts to delivering them to
customers.
g) Amazon Handmade. This platform enables artisans to sell handcrafted products

to customers around the world.
 Consumer technology
a) Amazon Kindle. Amazon's first e-reader, Kindle, enables users to browse, buy and
read e-books, magazines and newspapers from the Kindle Store.
b) Amazon Fire tablet. Previously known as Kindle Fire, Amazon's popular and high-
profile Fire tablet competes with Apple's iPad.
c) Amazon Fire TV. This line of Amazon's streaming media players and digital
devices delivers streamed video content over the internet to a paired high-definition
television.
d) Amazon Alexa. This cloud-based, AI-powered, voice-controlled personal assistant

is designed to answer queries, interact with users, and perform other tasks and
commands.
e) Amazon Echo. This is one of Amazon's smart home devices that comes equipped
with a speaker and connects to Alexa. Amazon Echo can perform several functions,
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including talking about the weather, creating shopping lists and controlling other
smart products, such as lights, switches and televisions.
f) Amazon Echo Dot. A smaller, puck-shaped version of the original Amazon Echo,
an Echo Dot can be placed in any room and can answer questions, play music, and
read news and other stories.
g) Amazon Echo Show. As part of the Amazon Echo line of speakers, the Amazon
Echo Show works similarly through Alexa but also offers a 7-inch touchscreen
display to play videos and music and conduct video calls with other Echo users.
h) Amazon Astro. This is Amazon's first home monitoring robot that works with
Alexa. It is designed to help with various household tasks, such as home
monitoring, caring for the elderly through notifications and alerts, and following
owners from room to room to play TV shows, music or podcasts.
 Subscription services
a) Amazon Prime. This subscription service provides members access to exclusive

shopping and entertainment services, discounts and more. As an example, all
Amazon Prime members enjoy free one-day or two-day shipping on qualifying
orders.
b) Amazon Prime Video. This is Amazon's on-demand Video streaming service

that offers a selection of about 24,000 movies and over 2,100 TV shows. This
service is included with an Amazon Prime membership.
c) Amazon Drive. Previously known as Amazon Cloud Drive, Amazon Drive is a

cloud storage app that offers 5 gigabytes (GB) of free and secure online storage
for photos, videos and files for Amazon customers. Amazon Prime members get
free, unlimited, full-resolution photo storage, along with 5 GB of video storage.
d) Twitch Prime. A monthly subscription service, Twitch Prime is a subsidiary of

Amazon Prime. It gives members premium access to Twitch -- a video streaming
platform that offers a fun and social way to watch people play games.
e) Amazon Music Prime. This is Amazon's music streaming service that is free for
Prime members.
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 Amazon AI services
a) Amazon Sage Maker. A fully managed cloud machine learning platform,

Amazon Sage Maker enables developers and data scientists to build, train and
deploy machine learning models for predictive analytics applications.
b) Amazon Lex. This service for building conversational interfaces into any
application using voice and text is powered by the same technology as Alexa.
c) Amazon Polly. A text-to-speech service, Amazon Polly uses deep learning

technology to convert text into spoken audio. It includes 60 voices across 29
languages.
d) Amazon Rekognition. This software-as-a-service facial recognition and analysis

platform uses a deep learning algorithm to process images and extract
information from them.
e) AWS DeepLens. This programmable video camera enables developers to easily

experiment withmachine learning, AI and the internet of things.
f) Alexa Voice Service. This programming interface provides developers with a set
of C++ libraries to add Amazon Alexa's speech and other capabilities into their
applications and devices.
g) Amazon Transcribe. This service converts speech to text quickly and

accurately by using a deep learning process called automatic speech recognition.
h) Amazon Translate. Amazon Translate is a cloud service that can convert large
amounts of text written in one language to another language.
i) Alexa Skills Kit. This software development kit enables developers to build
skills or conversational applications on Amazon Alexa
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 Digital content
a) Amazon Pay. An online transaction processing platform, Amazon Pay enables

Amazon account holders to use their Amazon accounts to pay external online
merchants.
b) Amazon Music Unlimited. Amazon's premium music service costs $8.99 a

month for Prime members and $9.99 for non-Prime members.
c) Kindle Store. Part of Amazon's retail website, the Kindle Store can be accessed
from any Kindle device to purchase e-books.
d) Amazon Appstore for Android. Amazon's app store for the Android operating
system enables users to download games and mobile apps to supported devices.
 Amazon privately owned brands
a) Amazon Basics. This is Amazon's privately labeled low-budget brand that

mainly sells kitchen, tech and household products.
b) Amazon Elements. This line of domestic products includes health and personal
care items, as well as nutritional supplements.
c) Mama Bear. This private label of Amazon sells baby wipes, newborn through
size 6 diapers, baby food, diaper pail refills and baby laundry detergent.
d) Presto!. This brand started as a laundry detergent in 2016 but has added
household paper towels and toilet paper to its product line.
e) Amazon Essentials. A Prime-exclusive program, this clothing line offers basic
wear for men, women, babies and kids, with additional options for family, big
and tall, and athletic activity.
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f) Happy Belly. This private label of Amazon was introduced in 2016 and sells
snack food items. In February 2019, the brand also began offering milk delivery
services.
g) Goodthreads. This menswear apparel line is available exclusively to Amazon
Prime members. The label offers both casual and professional pieces and is
deemed a bit higher quality and more stylish than the Amazon Essentials brand.
o Notable Amazon subsidiaries and acquisitions
From healthcare to entertainment, Amazon has acquired multiple companies by

tapping into a variety of sectors over time.
 Following is a list of Amazon's notable acquisitions and subsidiary

companies:
a) IMDb. The world's most popular database for movies, TV, celebrity, video
games and streaming online content was acquired by Amazon in 1998.
b) Audible. Audible, a book and spoken audio content provider, was acquired by
Amazon in 2008 for $300 million.
c) Zappos. Amazon acquired this online shoe and clothing retailer in an all-stock
deal worth $1.2 billion in 2009.
d) Twitch. A social media and video game streaming platform, Twitch was
purchased by Amazon for $970 million in 2014.
e) Whole Foods. Food, beverage and organic grocery store chain Whole Foods was
acquired by Amazon for $13.7 billion in 2017.
f) Ring. Amazon took ownership of this home security and smart home company
in 2018 for $1 billion.
g) Zoox. An autonomous vehicles, robotics and transportation comp any was

acquired as a wholly owned subsidiary by Amazon for $1.2 billion in 2020.
h) Metro-Goldwyn-Mayer. Amazon acquired this film and TV studio for $8.5

billion in March 2022.
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 Amazon finances
According to a news release posted on Amazon's investor relations website,

Amazon experienced a significant increase in net sales but a decrease in
operating income in the first quarter of 2022.
 Following are some notable statistics from the release:
Net sales increased 7% to $116.4 billion in the first quarter, compared

with $108.5 billion in the first quarter of 2021. Excluding the $1.8 billion
unfavorable impacts from year-over-year changes in foreign exchange rates
throughout the quarter, net sales increased 9% compared with the first quarter of
2021.
Operating income decreased to $3.7 billion in the first quarter, compared

with $8.9 billion in the first quarter of 2021.
Net loss was $3.8 billion in the first quarter compared with net income of
$8.1 billion in the first quarter of 2021.
o Amazon controversies and criticisms
 Amazon has suffered a massive backlash over the years from multiple sources.
The tech giant is also being held responsible for creating the Amazon effect --
the evolution and disruption of the retail market due to the company exhibiting
monopolistic behaviors.
 Following are a few concerns and allegations that Amazon has faced over time:
 Monopolistic and anticompetitive behavior. Due to Amazon's size and

economies of scale, it has been outpricing local and small shopkeepers and is
accused of displacing an open market with a privately controlled one. This is
leading to the slow death of the brick-and-mortar store model built by companies
such as Sears and J.C. Penney.
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 Unfair treatment of workers. Amazon is frequently under the microscope for
providing unfair work conditions in its warehouses, including treating workers as
robots, providing low wages and creating unsafe work conditions.
 Huge carbon footprint. Over the past two decades, Amazon has been accused by
environmental activists of having a staggering carbon footprint. Transport of any
merchandise relies on oil, and since Amazon delivers anything everywhere, it
leaves a long-lasting carbon footprint that automatically falls on its shoulders.
 E-waste. A recent investigation conducted by British television network ITV

uncovered how Amazon is contributing to the world's e-waste crisis by
destroying millions of unused or returned products. This also includes millions
of electronics, such as phones, computers and TVs that are toxic to soil, water,
air and wildlife.
 Counterfeit product listings. Amazon has been under scrutiny by brands,

shoppers and lawmakers as counterfeiters have been listing and selling fake
products on Amazon through its third-party marketplace. To crack down on
counterfeit products on its site, Amazon destroyed 2 million counterfeit products
sent to its warehouses and blocked 10 billion fake listings in 2021.
 Avoiding taxation. Edging fast toward a monopoly status, Amazon has been
criticized for often avoiding tax payments despite making huge profits.
According to a report by the Institute on Taxation and Economic Policy, the
company avoided around $5.2 billion in corporate federal income taxes in 2021.
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 Flipkart
Flipkart Private Limited is an Indian e-commerce company,
headquartered in Bengaluru, and incorporated in Singapore as a private limited
company. The company initially focused on online 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

domestic rival Snapdeal. As of March 2017, Flipkart held a 39.5% market share
of India's e-commerce industry. Flipkart has a dominant position in the apparel
segment, bolstered by its acquisition of Myntra, and was described as being
"neck and neck" with Amazon in the sale of electronics and mobile phones.
In August 2018, American retail chain Walmart acquired a 77%

controlling stake in Flipkart for US$16 billion, valuing Flipkart at around US$20
billion.Flipkart is valued at $37.6 billion as of 2022.It is planning to go public
through a listing in the United States of America in 2023
o History and timeline of flipkart
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 Flipkart was founded in October 2007 by Sachin Bansal and Binny Bansal,
alumni of the IIT, Delhi and former Amazon employees.
 The company initially focused on online book sales with country-wide shipping.
Flipkart slowly grew in prominence and was receiving 100 orders per day by
2008.In 2010, Flipkart acquired the Bangalore-based social book discovery
service WeRead from Lulu.com.
 In 2011, Flipkart acquired the digital distribution business Mime360.com and the
digital content library of the Bollywood portal Chakpak.Following the
acquisition, Flipkart launched their DRM-free online music store Flyte in 2012.
Due to competition from free streaming sites, Flyte was unsuccessful and shut
down in June 2013.
 With its eyes on India's retail market, Flipkart acquired Letsbuy, an online
electronics retailer, in 2012, and Myntra, an online fashion retailer, for US$280
million in May 2014.Myntra continues to operate alongside Flipkart as a
standalone subsidiary focusing on separate market segments.
 In February 2014, Flipkart partnered with Motorola Mobility to be the exclusive

Indian retailer of its Moto G smartphone. Motorola also partnered with Flipkart
on the Moto E, a phone targeted primarily towards emerging markets such as
India.
 High demand for the phone following its midnight launch on 14 May caused the
Flipkart website to crash. Flipkart subsequently held exclusive Indian launches
for other smartphones, including the Xiaomi Mi 3 in July 2014 (whose initial
release of 10,000 devices sold out in around 5 seconds), and the Redmi 1S and
Redmi Note in late 2014.
 On 6 October 2014, coinciding with the company's anniversary and the Diwali
season Flipkart held a major sale that it promoted as "Big Billion Day". The
event generated a surge of traffic, selling US$100 million worth of goods in 10
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hours. The event received criticism via social media over technical issues
experienced during the event and stock shortages.
 In April 2015, Flipkart acquired Appiterate, a Delhi-based mobile marketing

automation firm. Flipkart stated that it would use Appiterate's technology to
enhance its mobile services.
 In December 2015, Flipkart purchased a minority stake in the digital mapping

provider MapmyIndia.
 In October 2015, Flipkart reprised the Big Billion Days event as a multi-day
event exclusive to the Flipkart app. Flipkart bolstered its supply chain and
introduced more fulfillment centers to meet customer demand Flipkart achieved
a gross merchandise volume of US$300 million during the event, with the largest
volumes coming from fashion sales and the largest value coming from mobiles.
 In 2016, Flipkart acquired the online fashion retailer Jabong.com from Rocket
Internet for US$70 million and the UPI mobile payments startup PhonePe. In
2022, when PhonePe moved its entire base to India, Flipkart separated the
ownership of PhonePe and shareholders in India and Singapore and the
respective shareholders purchased shares of PhonePe's India entity directly.
 It was announced that a cash payout of approximately $700 Mn was to the

former and current employees who were holding PhonePe's shares.
 In January 2017, Flipkart made a US$2 million investment in TinyStep, a

parenting information startup.
 In April 2017, eBay announced that it would sell its Indian subsidiary, eBay.in,
to Flipkart and invest US$500 million in the company. While eBay suggested
that the partnership would allow Flipkart to access eBay's network of
international vendors, these plans never came to fruition.
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 In July 2017, Flipkart made an offer to acquire its main domestic competitor,
Snapdeal, for US$700 to 800 million. It was rejected by Snapdeal, which was
seeking at least US$1 billion.
 In 2017, Flipkart sold 1.3 million phones in 20 hours on 21 September during its
Big Billion Days promotion, doubling the number sold on the first day of the
same event in 2016. Flipkart held a 51% share of all Indian smartphone
shipments in 2017, overtaking Amazon India (33%).
 On 4 May 2018, it was reported that Walmart had won a bidding war with
Amazon to acquire a majority stake in Flipkart for US$15 billion.
 On 9 May 2018, Walmart officially announced its intent to acquire a 77%

controlling stake in Flipkart for US$16 billion.Following the purchase, Flipkart
co-founder Sachin Bansal left the company.
 The remaining management team reported to Marc Lore, CEO of Walmart

eCommerce US.Walmart president Doug McMillon cited plans to help Flipkart
with its sourcing and supply chain, while tapping on its expertise to expand
Walmart globally. Indian traders protested against the deal, considering it a
threat to domestic business.
 In a filing with the U. S. Securities and Exchange Commission on 11 May 2018,

Walmart stated that a condition of the deal prescribed the possibility that
Flipkart's current minority shareholders "may require Flipkart to effect an initial
public offering following the fourth anniversary of the closing of the transactions
at a valuation no less than that paid by Walmart".
 Following the announcement of Walmart's deal, eBay announced that it would

sell its stake in Flipkart back to the company for approximately US$1.1 billion
and relaunch its own Indian operations.
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 The company stated that "there is the huge growth potential for e-commerce in
India and significant opportunity for multiple players to succeed in India's
diverse, domestic market." Softbank Group also sold its entire 20% stake to
Walmart without disclosing terms of the sale.Walmart's acquisition of 77% stake
in Flipkart was completed on 18 August 2018. Walmart also provided US$2
billion in equity funding to the company.
 On 13 November 2018, Flipkart CEO Binny Bansal resigned after facing an

allegation of "serious personal misconduct". Walmart stated that "while the
investigation did not find evidence to corroborate the complainant's assertions
against Binny, it did reveal other lapses in judgment, particularly a lack of
transparency, related to how Binny responded to the situation."
 In August 2019, Flipkart partnered with Authentic Brands to license and

distribute Nautica in India. It was reported the same month that Flipkart entered
talks to invest around US$40 million in last-mile delivery startup Shadowfax,
which would be the company's third investment in the logistics sector after
backing BlackBuck and QikPod.
 The deal was completed four months later as a US$60 million financing round.
It also launched a reward system called Super coins which allowed customers to
earn points on various Flipkart brands like Myntra, Cleartrip and Phonepe.
 Flipkart invested US$4 million in the customer engagement and rewards

platform EasyRewardz on 19 November 2019.
 In 2020, Flipkart Wholesale launched a digital platform for kiranas and

MSMEs.In July 2020, Flipkart acquired a 27% stake in Arvind Fashions
Limited's newly formed subsidiary Arvind Youth Brands for US$35 million.
Arvind Youth Brands owns the Flying Machine brand.
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 Flipkart also announced it will roll out Flipkart Quick, a hyperlocal 90-minute
delivery service for product categories such as groceries, home accessories,
mobile phones, stationery, and more.
 In October 2020, Flipkart acquired a 7.8% stake in Aditya Birla Fashion and
Retail for US$204 million. The following month, Flipkart acquired the
intellectual property of gaming startup Mech Mocha for an undisclosed amount.
 The acquisition formed part of Flipkart's plans to gain and retain users by
offering casual games. In November 2020, Flipkart acquired augmented reality
company Scapic, which provides a suite of tools to create and publish augmented
reality, virtual reality, and 3D content quickly and without coding.
 In April 2021, Flipkart announced the acquisition of travel booking portal

Cleartrip.
 In July 2021, Flipkart launched its social commerce marketplace called Shopsy,
which allowed individuals and small businesses to direct sell and resell products
to customers via social media channels.
 In December 2021, Shopsy entered the grocery delivery segment in 700 cities
across India.Gujarati language was also added to their platform in 2021 which
resulted in Flipkart being available in 8 local Indian languages that were
Gujarati, Bengali, Odia, Hindi, Telugu, Kannada, Marathi and Tamil.Shopsy
passed more than 100 million users in the month of September in 2022 with
more than 60% of users coming to tier 2 and other cities.
 In April 2022, Flipkart launched its first grocery fulfilment centre in Northeast
India, based in Guwahati. The centre was reportedly women-run to support the
career progression of Flipkart's female employees.
 The same month, the company established the Flipkart Foundation to support
entrepreneurship and skill development within underserved communities in
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India.Flipkart also partnered with Narayanpet District - also known by its brand
name Aarunya in Telangana that is known for handlooms and handicrafts to
build capacity of local women artisans and have their products available for
purchase online.
 Similarly, the organization also partnered with Government of West Bengal's

Micro, Small and Medium Enterprises and Textiles (MSME&T) Department to
help local artisans, handcraft makers and weavers to get training and support to
sell their products on the platforms via timebound incubation.
 The total revenue in 2022 was that of ₹43,357 crore was reported for the past
fiscal year of 2020-2021. This was 25% more than its revenue in the fiscal year
of 2020. The losses were reported to have reduced by 23% to ₹2,445 Crore with
total expenses of ₹45,801.
 In 2022, Flipkart entered the Non-Fungible Tokens (NFTs) and Web3 segment
by letting the Indian purchasers of Nothing Phone (1) to get Nothing's NFT
through the app called Nothing Community Dots.
 These NFTs use Polygon blockchain to host it The NFT drop happened at
FireDrops - which was done on Flipkart's NFT marketplace, supported by
GuardianLink In October 2022, Flipkart also created a shopping platform that
was metaverse-based, called Flipverse.
 The platform allows people to explore products and shop in a more interactive
way.The Flipverse has been created through a partnership with a Polygon-
incubated firm called eDAO, and Flipverse hopes to provide a similar experience
to actual mall like shopping where people would be able to create their own
Avatars.
 Flipkart also entered the hotel industry for Indian and global market. The
Flipkart Hotels uses Cleartrip API
24
o Funding
 The initial development budget of Flipkart was ₹400,000 (US$5,000). It later

raised funding from venture capital firms Accel India (receiving US$1 million in
funding 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

funding, netting a total of US$150 million from MIH (part of the Naspers Group)
and ICONIQ Capital.
 The company announced on 10 July 2013 that it had raised an additional US$200
million from existing investors, including Tiger Global, Naspers, Accel Partners
and Iconiq Capital.
 Flipkart's reported sales were ₹40 million (US$500,000) in the FY2008–09, ₹200
million (US$2.5 million) in the FY2009–10 and ₹750 million (US$9.4 million) in
the FY2010–11
 Flipkart reported a loss of ₹2.81 billion (US$35 million) for the FY2012–13. In
July 2013, Flipkart raised US$160 million from private equity investors
 In October 2013, it was reported that Flipkart had raised an additional US$160
million from new investors Dragoneer Investment Group, Morgan Stanley Wealth
Management, Sofina SA, and Vulcan Inc., with a share of the funding coming
from existing investor Tiger Global.
 On 26 May 2014, Flipkart announced that it had raised US$210 million from Yuri
Milner's DST Global and its existing investors Tiger Global, Naspers, and Iconiq
Capital
25
 On 29 July 2014, Flipkart announced that it raised US$1 billion from Tiger
Global, Accel Partners, Morgan Stanley Investment Management, and a new
investor, Singaporean sovereign-wealth fund GIC
 In December 2014, after it received US$700 million from another round of

funding, Flipkart had a market cap of US$11 billion.
 On 20 December 2014, Flipkart announced its filing application with Singapore-

based company regulator ACRA to become a public company. This
announcement came after the company received US$700 million in long-term
strategic investments from more than 50 Indian investors.
 The US$700 million in funding raised by Flipkart added new investors to the
company's board, including Baillie Gifford, Greenoaks Capital, Steadview
Capital, T. Rowe Price Associates, and Qatar Investment Authority. Its existing
investors DST Global, GIC, ICONIQ Capital and Tiger Global also participated in
this financing round.
 As of May 2015, Flipkart had raised US$550 million in additional funding from
its existing investors in a deal that raised its total valuation to US$15 billion.
 By August 2015, after raising another US$700 million, Flipkart had raised a total
of US$3 billion over 12 rounds of funding from 16 major investors.In April 2017,
Flipkart underwent another round of funding, receiving US$1.4 billion in funding
from investors including eBay, Microsoft, and Tencent.
 On 10 August 2017, SoftBank Vision Fund invested another US$2.5 billion in

Flipkart.
 On 19 September 2018, Flipkart Marketplace Singapore injected ₹3,463 crore

into Flipkart Internet. The transaction was done in two tranches, according to
regulatory filings.
26
 In March 2021, it was reported that Flipkart was considering the possibility of
going public through a merger with a special-purpose acquisition company
(SPAC) to speed up its listing process in the United States.
 In 2022, the organization started Flipkart Ventures and created a venture fund of
$100 Million to be invested in other 6 start-ups selected for Flipkart Leap Ahead,
an accelerator program.
 Each start up will be given an equity investment of up to $500,000. Once the first
cohort of Flipkart Leap was completed, the program was split in two distinct
programs known as Flipkart Leap Ahead (FLA) and Flipkart Leap Innovation
Network (FLIN).
o Criticism
 On 13 September 2014, a Flipkart deliveryman allegedly molested a housemaid in

Hyderabad. The housemaid's employer sued Flipkart for this incident, citing the
need for regulations to make offline delivery services safer.
 In 2014, competitors such as Future Group (owner of retail chain Big Bazaar at
that time) filed complaints with India's Ministry of Commerce and Industry,
alleging that Flipkart's Big Billion Days discounts undercut prices in a manner
predatory to other retailers. The ministry stated that it would look into the
complaints.
27
 In April 2015, Flipkart faced criticism for being a launch partner in the Airtel Zero
program. Critics alleged that the zero-rating scheme violated the principles of net
neutrality. Flipkart later pulled out of the project.
 In 2015, around 400 delivery executives working with eKart, the logistics arm of
Flipkart, went on strike to protest poor working conditions. Complaints included
seven-day workweeks, extended hours, and a lack of clean toilets and medical
assistance for bike riders involved in accidents.
 In 2016, delivery executive Nanjunda Swamy was murdered by a customer who

did not have enough money to pay for a product.In response, Flipkart launched a
safety initiative -'Project Nanjunda', named after the deceased executive. This
included an SOS button in the mobile app (called the Nanjunda button) that could
be used by field executives in case of emergencies
 Vendors on Flipkart have faced several challenges while doing business on the
company's marketplace, to the extent that some of them have quit the portal. Some
of these challenges include Flipkart's alleged unfair policies towards sellers, the
lack of a competent logistics service, and customer returns that are a result of
consumer fraud.
Comparison have been done considering Shoppers’ online shopping

experience, after sales service experience, value added differentiation, and product
offerings. A survey was conducted to know the user’s opinion on the usability of both
the websites by using a survey questionnaire. This thesis further finds the efficient e-
commerce website among Amazon and Flipkart to perform operations in less time.
2.OBJECTIVE
28
1. To understand and estimate the consumer perception and factor affecting their
behavior for choosing E-commerce sites.
2. To understand the different strategies used by E-commerce players i.e. Amazon
and Flipkart to grab customers in Kurla, Mumbai.
3. To understand the work flow of Amazon in Kurla, Mumbai.
4. To understand the work flow of Flipkart in Kurla, Mumbai.
5. To know the difficulties faced by consumer while using Amazon
6. To know the difficulties faced by consumer while using Flipkart
3.SCOPE AND LIMITATIONS
29
Scope of the study
 The present study has been confined to study on consumer buying behaviour
towards purchasing used products.
 The study has been covered only from the customers of Kurla, Mumbai.
 The focused on online shopping customers.
 The scope of the study limits to know factors influencing customer satisfaction,
their eagerness to buy used products, their preference towards online shopping of
used goods
 The empirical study in this research is restricted to kurla , Mumbai,
 Wherein the opinions of 100 participants were studied. For the study both
Primary and secondary data have been used.
Limitations of the study
30
 Since the sample size chosen is minimal, the results accuracy cannot be
guaranteed, and the conclusion cannot be extrapolated/generalised.
 The data used for the study was insufficient since access to data on research
papers were restricted, and only a limited number of research papers were used
for the study purpose, therefore certain data linked to the analysis may be
missing.
 The information was gathered from Mumbai-based respondents. If other parts of

the state or country were included, the verdict can be different.
 The information was gathered via Google Forms, which can result in response
bias.
 Due to time constraints, interview-based data collection and a thorough

examination of the subject was not possible. Which could have aided in gaining
a deeper understanding of the subject.
 Analysis was done based upon personal opinion of respondents individually, not
from any focus groups or experts.
31
4.RESEARCH METHODOLOGY
Research Design
 Exploratory Research :
Exploratory research conducted for a problem that has not been clearly
defined. Exploratory research helps determine the best research design, data
collection method 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 discussions with consumers, employees, management or competitors,
and more formal approaches through in-depth interviews, focus group sand
projective methods.
 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.
Data Collection
This research includes both primary and secondary data. 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.
 Primary Data :
Primary data was collected from various people and their opinion and
information for the specific purposes of study helped to run the analysis. The data was
collected through Google form using questionnaire to understand their experience and
preference towards their loyal company.
32
 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 is gathered from different sources, including :
 Websites
 E-books
 Previously published articles,
 Thesis
 Conference papers
 Case studies
 Research reports.
The references related to the secondary data have been provided in the
bibliography section of this research report
33
5.REVIEW OF LITERATURE
Martin Dodges (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.
Miyazaki and Fernandez (2001) substantiated that the prior experience was found to
affect the intention and behavior significantly and in a variety of ways. The results of
this study imply that the technology acceptance model should be applied to electronic
commerce research with caution.
In order to develop a successful and profitable web shop, understanding

customers' needs is essential. It has to be ensured that products are as cheap in a web
shop as purchased from traditional channels. According to sharma and mittal (2009)
in their study prospects of e-commerce in India”, mentions that India is showing
tremendous growth in the e-commerce.
Sharma and Mittal (2009) in their study “prospects of e-commerce in India”,

mentions that India is showing tremendous growth in the e-commerce. Undoubtedly,
with the middle class of 288 million people, online shopping shows unlimited
potential in India. The real estate costs are touching the sky.
Today e-commerce has become an integral part of our daily life. There are
websites providing any number of goods and services. The e-commerce portals
provide goods and services in a variety of categories. To name a few: apparel and
accessories for men and women, health and beauty products, books and magazines,
computers and peripherals, vehicles, software, consumer electronics, household
appliances, jewelry, audio, video, entertainment, goods, gift articles, real estate and
services.
34
Ashish gupta, senior managing director of helion venture partners and one of
the first backers of Flipkart as an angel investor: “Flipkart has been absorbing
companies that have some
potential (letsbuy, myntra). In that process, some of the bets will go wrong, for sure.
But that is par for the course. The company (Flipkart) is consciously taking bets that
allow it to either grow or eliminate competition that reduces marketing spend and
improves economics.
Samadi and Ali (2010) compared the perceived risk level between internet and store
shopping, and revisit the relationships among past positive experience, perceived risk
level, and future purchase intention within the inte
Ruchi Nayyar (2010) in the study of website factors on online shopping buying
behavior and the study found that online shoppers perceive different factors such as
website design, fulfillment/reliability, privacy/security and customer service affecting
online purchase activity differently.
Blackwell (2011) studied the customer investigation on e-shopping and his study
revealed that the study of consumer behavior is a complex and broad subject which
encompasses the factor such as demographics, lifestyles, personality, values, culture
and family which play a part in consumer behavior decision making process
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.
D.K.Gangeshwar (2013),” e-commerce or internet marketing: a business review

from Indian context”, international journal of u- and e- service, science and
35
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.
Sahu, M., & Gupta, D. (2014). This study aimed to conduct a comparative analysis
of consumer behavior towards Amazon and Flipkart in India. The study found that
factors such as convenience, pricing, product assortment, website design, and trust
were important in influencing consumer behavior towards these platforms. The study
also found that Amazon was perceived to have better product quality, reliability, and
customer service, while Flipkart was perceived to have better pricing and user
interface. The study recommended that e-commerce platforms should focus on
improving the user experience, building trust with consumers, and providing
personalized recommendations to improve consumer engagement and retention.
Dr. Sudha S (2015), Innovation brings with itself a new set of challenges. The E-
Retailing form of market was fairly something unheard of to the Indian consumer in
2007. Flipkart which has carved a niche for itself in terms of market share, goodwill
and popularity in the online market to the extent that retailers are coming under threat
because of its discounts and smooth operations.
The ascent of Flipkart to capture the online market in India in just four years,
the strategies implemented by it to create online business ,its ability to stand out
among numerous E-Retail sites. This case study aims to understand the marketing
strategy, brand awareness, SWOT analysis, functioning of Flipkart. It aims to predict
the future roadmap and also aims to find significant threats to Flipkart in the near
future.
Pooja Gupta (2015), The study tries to recognize that, how consumer measure
channels for their purchasing. Specifically, it progresses a conceptual model that
addresses consumer value perception for using the internet shopping versus the
traditional shopping. Earlier study showed that perceptions of price, product quality,
service quality and threat strongly impact perceived value and purchase intents in the
offline and online network.
36
Observations of online and offline buyers can be evaluated to see how
value is constructed in both channels. It is hitherto to recognize what factors influence
online and offline shopping choice progression. The objective of this study is to
provide an impression of online shopping decision process by comparing the offline
and online decision making and identifying the factors that motivate customers to
decide whether to do online shopping or go for the offline shopping.
Consumer’s shop when and where they want, where they are comfortable
with the products and the choice of shopping. The study finds that female are more
into online shopping than male.
Shukla, M., & Singh, A. (2015).Although this study did not focus exclusively on
Amazon vs Flipkart, it did provide insights into consumer perceptions and preferences
of online shopping in India. The study found that factors such as convenience, product
assortment, website design, and trust were important in influencing consumer
preferences for online shopping. The study also found that consumers preferred online
shopping for low-priced items, while they preferred to purchase high-priced items in
physical stores.The study recommended that e-commerce platforms should focus on
improving the user experience, building trust with consumers, and offering
competitive pricing to attract and retain customers.
Saravanan S and Brindha Devi K (2015), “A Study on Online Buying behaviour

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.
Singh, S. K., & Sinha, P. (2016). This study aimed to analyze the consumer
preference towards Flipkart and Amazon in India. The study found that Amazon was
preferred for its product quality, reliability, and customer service, while Flipkart was
preferred for its pricing and user interface.
K Francis Sudhakar (2016), 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.
37
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-tailers 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.
Tiwari, R., & Bhatnagar, J. (2016). This study aimed to compare the consumer
preference for two major e-commerce platforms in India, Amazon and Flipkart,
before 2018. The study used a survey research approach to gather data from a sample
of 300 respondents.
The results showed that while Amazon was the more popular e-commerce platform
overall, Flipkart was preferred for certain categories such as fashion and apparel.
Factors influencing consumer preference were found to be price, product quality,
delivery time, customer service, and promotional offers.
The study suggests that Amazon and Flipkart should focus on providing better value
to consumers in terms of pricing, product quality, and customer service. Additionally,
the study highlights the need for e-commerce platforms to tailor their offerings to
specific categories such as fashion and apparel, which are particularly popular among
Indian consumers.
Overall, the study provides insights into the consumer preference for e-commerce
platforms in India before 2018. The findings suggest that e-commerce businesses need
to prioritize consumer satisfaction and offer better value to attract and retain more
customers.
Gupta, S., & Roy, S. (2017). This study aimed to analyze the customer perception
towards Amazon and Flipkart in India. The study found that Amazon was perceived
to have better customer service and product quality, while Flipkart was perceived to
have better pricing and user interface.
Gupta, M., & Prakash, A. (2017). This study aimed to examine customer
satisfaction and loyalty towards two major e-commerce platforms in India, Amazon
38
and Flipkart. The study used a structured questionnaire to gather data from a sample
of 250 respondents.
The study found that both Amazon and Flipkart were perceived as reliable and
trustworthy e-commerce platforms among Indian consumers. However, Amazon was
perceived to have better product quality and customer service, while Flipkart was
preferred for its user interface and pricing.
The study also revealed that customer satisfaction with e-commerce platforms
significantly influenced customer loyalty. Factors such as product quality, delivery
time, and promotions played a significant role in shaping customer satisfaction and
loyalty for e-commerce platforms in India.
Overall, the study contributes to the understanding of customer satisfaction and

loyalty for e-commerce platforms in India. The study suggests that e-commerce
businesses need to focus on providing better product quality, delivery time, and
promotions to enhance customer satisfaction and loyalty.
Babu, V., & Pandey, A. (2017). This study aimed to investigate and compare the
customer perception and preference of two leading e-commerce sites in India, Flipkart
and Amazon. A sample of 200 respondents was selected using convenience sampling,
and data was collected through an online survey questionnaire.
The study found that both Flipkart and Amazon are highly popular e-commerce
sites among Indian consumers. However, Amazon was found to have a higher overall
preference than Flipkart. Customers perceived Amazon as having better product
quality, customer service, delivery time, and pricing, while Flipkart was perceived to
have better product variety and discounts.
The study also found that customer satisfaction is strongly correlated with customer
preference for e-commerce sites. The factors that most strongly influence customer
satisfaction and preference were product quality, pricing, customer service, and
delivery time. The study suggested that e-commerce companies need to focus on
improving these factors to increase customer satisfaction and preference.
Overall, this study contributes to the literature on e-commerce customer preference

and provides insights into the factors that influence customer perception and
preference of e-commerce sites in India. The study suggests that e-commerce
39
companies need to focus on improving product quality, pricing, customer service, and
delivery time to increase customer satisfaction and preference.
Sharma, S., & Sharma, A. (2018). This study aimed to compare consumer
preferences between Flipkart and Amazon in India. The study found that Amazon was
preferred for its product quality, reliability, and customer service, while Flipkart was
preferred for its pricing and user interface. The study also found that factors such as
ease of use, website design, and trustworthiness were important in influencing
consumer preference for these platforms.The study recommended that e-commerce
platforms should focus on improving the user experience, building trust with
consumers, and providing personalized recommendations to improve consumer
engagement and retention.
Niranjanamurthy, M., & Gopalakrishna, P. (2018). This study aimed to analyze

the consumer preferences between Amazon and Flipkart with reference to e-
commerce in India. The study found that Amazon was preferred for its product
quality, reliability, and customer service, while Flipkart was preferred for its pricing
and user interface.
Sood, R., & Arora, R. (2018). This study aimed to compare the customer perception
and preference for two major online shopping platforms in India, Amazon and
Flipkart. A total of 300 respondents were surveyed using a structured questionnaire
that gathered data on various factors influencing customer preference and perception.
The study found that both Amazon and Flipkart are highly popular online shopping
platforms among Indian customers, with Amazon being the more preferred platform.
Amazon was perceived to have a better overall customer experience, including better
product quality, pricing, and delivery times. Flipkart was preferred for its product
variety and promotions.
The study also revealed that the factors most influential in shaping customer
perception and preference were product quality, pricing, and delivery times. The study
suggested that both Amazon and Flipkart could improve customer satisfaction and
preference by focusing on these factors.
Overall, the study contributes to the understanding of customer perception and

preference for online shopping platforms in India. The study suggests that e-
40
commerce businesses need to focus on improving product quality, pricing, and
delivery times to attract and retain more customers
Garg, R., & Sharma, V. (2018). This research paper aims to analyze consumer
preferences towards two major e-commerce platforms in India, Amazon and Flipkart.
The study employed a survey research approach, consisting of a questionnaire
distributed to 500 respondents who have made purchases from both Amazon and
Flipkart. The questionnaire aimed to collect data on various aspects of consumer
preferences, including pricing, product range, delivery time, customer service, and
overall satisfaction.
The findings of the study suggest that while both Amazon and Flipkart are popular
among Indian consumers, Amazon is perceived as having better pricing, product
range, and overall satisfaction. However, Flipkart was found to have faster delivery
times and better customer service, leading to a higher level of consumer preference
among some respondents. Overall, both Amazon and Flipkart were found to have
similar levels of consumer preference among respondents.
The study also identified several factors that influence consumer preferences,
including pricing, product range, delivery time, customer service, and promotional
offers. The results suggest that e-commerce businesses need to focus on providing
better value to consumers through competitive pricing, a wide product range, and fast
delivery times. Additionally, e-commerce platforms need to offer better customer
service and promotional offers to attract and retain more customers.
The study provides insights into how e-commerce platforms can improve their
services and gain a competitive edge in the Indian market. The findings suggest that
e-commerce businesses need to prioritize consumer satisfaction and provide better
value to attract and retain more customers. Additionally, e-commerce platforms need
to invest in improving customer service and promotional offers to increase consumer
preference.
Overall, this research paper contributes to the growing body of literature on

consumer preferences in the Indian e-commerce market. The findings provide
41
valuable insights for e-commerce businesses and marketers looking to improve their
services and increase consumer preference.
Dr. Vijayalakshmi & Dr.R.Lakshmi (2018) Mostly youngsters and youth

generation(19-30 age group) are very much interested in online buying because they
know about Technology and e-shopping.
Dubey, A., & Pandey, N. (2019).This study aimed to analyze the consumer behavior
towards Amazon and Flipkart in the Delhi NCR region of India. The study found that
Amazon was preferred for its product quality, reliability, and customer service, while
Flipkart was preferred for its pricing and user interface. The study also found that
factors such as brand loyalty, product reviews and ratings, and recommendations from
friends and family played an important role in influencing consumer behavior towards
these platforms.The study recommended that e-commerce platforms should focus on
building brand loyalty, improving product quality and customer service, and
leveraging social media and other digital marketing channels to reach and engage with
consumers.
Kumar, S., & Priya, S. (2019). This study provided a comprehensive analysis of the
two major e-commerce platforms in India, Amazon and Flipkart. The study analyzed
various aspects of the two platforms, including product offerings, pricing, customer
service, and marketing strategies.
Kumar, S., & Priya, S. (2019). This study provides a comprehensive analysis of the
two major e-commerce platforms in India, Amazon and Flipkart. The study analyzes
various aspects of the two platforms, including product offerings, pricing, customer
service, and marketing strategies.
The study found that both Amazon and Flipkart offer a wide range of products
across various categories, with Amazon having a slightly larger product catalog.
However, Flipkart was found to be relatively more affordable, with lower prices on
average than Amazon.
Further, the study analyzed the marketing strategies of both platforms and found
that both Amazon and Flipkart heavily relied on online advertising and discounts and
42
offers to attract customers. However, Amazon was found to be more aggressive in its
advertising and discounting strategies.
Overall, the study suggests that Amazon and Flipkart have their unique strengths
and weaknesses in the Indian e-commerce market. The findings suggest that e-
commerce businesses need to focus on providing a wide range of products at
affordable prices, delivering fast and reliable customer service, and using effective
marketing strategies to attract and retain customers.
Singh, A., & Pandey, M. (2019). This research paper aims to study consumer
perception and brand loyalty towards two major e-commerce platforms in India,
Amazon and Flipkart. The study employed a survey research approach, consisting of a
questionnaire distributed to 400 respondents who have made purchases from both
Amazon and Flipkart. The questionnaire aimed to collect data on various aspects of
consumer perception, including product quality, pricing, delivery time, customer
service, and brand loyalty
among Indian consumers, Amazon is perceived as having better product quality,
faster delivery, and better customer service. However, Flipkart was found to have
better pricing for certain product categories, leading to a higher level of brand loyalty
among consumers who prefer lower prices. Overall, both Amazon and Flipkart were
found to have similar levels of brand loyalty among consumers.
The study also identified several factors that influence consumer perception and
brand loyalty, including product quality, pricing, delivery time, customer service, and
promotional offers. The results suggest that e-commerce businesses need to focus on
building trust and credibility among consumers through better product quality,
pricing, delivery time, and customer service. Additionally, e-commerce platforms
need to offer promotional offers and discounts to attract more customers and increase
brand loyalty.
e-commerce businesses need to prioritize consumer satisfaction and brand loyalty to
attract and retain more customers. Additionally, e-commerce platforms need to invest
43
in improving product quality, pricing, and delivery time to provide better value to
consumers

consumer perception and brand loyalty in the Indian e-commerce market. The
findings provide valuable insights for e-commerce businesses and marketers looking
to improve their services and increase brand loyalty.
Mishra, S. K., & Singh, S. (2020). This research paper aims to compare the factors
that influence consumer buying behavior on two major e-commerce platforms in
India, Amazon and Flipkart. The study employed a mixed-methods approach,
consisting of a survey of 600 respondents and in-depth interviews with 30 consumers
who have made purchases from both Amazon and Flipkart. The survey and interviews
aimed to collect data on various factors influencing consumer buying behavior,
including product quality, pricing, delivery time, customer service, and overall
satisfaction.
The study also identified several factors that influence consumer buying behavior,
including brand reputation, product quality, pricing, convenience, trust, and
promotional offers. The results suggest that consumers are more likely to purchase
from e-commerce platforms that have a good reputation for product quality, pricing,
and delivery time. Additionally, the study found that promotional offers and discounts
play a significant role in attracting consumers to make purchases on e-commerce
platforms.
e-commerce businesses need to focus on building trust and credibility among
consumers through better product quality, pricing, delivery time, and customer
service. Additionally, e-commerce platforms need to offer promotional offers and
discounts to attract more customers and increase sales.

consumer buying behavior in the Indian e-commerce market. The findings provide
44
valuable insights for e-commerce businesses and marketers looking to improve their
services and increase sales.
Kumar, R., & Bhatt, N. (2021). This research paper aims to explore the impact of
user experience on consumer preference for two major e-commerce platforms in
India, Amazon and Flipkart. The study employed a qualitative research approach,
consisting of in-depth interviews with 20 consumers who have made purchases from
both Amazon and Flipkart. The interviews aimed to collect data on various aspects of
user experience, including website design, navigation, search functionality, checkout
process, and mobile app usability.
The findings of the study suggest that user experience plays a significant role in
shaping consumer preference for e-commerce platforms. Both Amazon and Flipkart
were found to have their strengths and weaknesses in terms of user experience.
Amazon was perceived as having a more user-friendly website design and navigation,
while Flipkart was perceived as having better search functionality and mobile app
usability. However, overall, Amazon was found to provide a more seamless user
experience, leading to a higher level of consumer preference for the platform.
The study also identified several factors that influence user experience and consumer
preference, including website design, navigation, search functionality, mobile app
usability, loading speed, and security. The results suggest that e-commerce businesses
need to focus on improving user experience by investing in website and mobile app
design, improving search functionality, and ensuring fast and secure checkout
processes.
The study provides insights into how e-commerce platforms can improve their user
experience and gain a competitive edge in the Indian market. The findings suggest
that e-commerce businesses need to prioritize user experience to attract and retain
more customers. Additionally, e-commerce platforms need to invest in improving
website and mobile app design, search functionality, and loading speed to provide a
more seamless user experience.
Overall, this research paper contributes to the growing body of literature on user
experience and consumer preference in the Indian e-commerce market. The findings
provide valuable insights for e-commerce businesses and marketers looking to
improve their services and increase sales.
45
Singh, A., & Kumar, A. (2021). This research paper aims to analyze and compare
the consumer preference between two major e-commerce players in India, Amazon
and Flipkart.The study was conducted using a survey method, and data was collected
from 500 respondents who were active users of these e-commerce platforms. The
survey was designed to collect data on various factors influencing consumer
preference, including product quality, pricing, delivery time, customer service, and
overall satisfaction.
The results of the study indicate that both Amazon and Flipkart have a high
level of brand recognition among consumers. However, when it comes to consumer
preference, Amazon emerged as the preferred choice, with 60% of the respondents
favoring it over Flipkart. The primary reasons for Amazon’s higher preference were
its better product quality, wider range of product categories, faster delivery, and better
customer service. On the other hand, Flipkart scored higher in terms of pricing,
especially for electronics and gadgets.
The study also highlights some of the challenges faced by both e-commerce
platforms, including issues related to delivery time, product authenticity, and
customer service. Based on the findings, the study provides recommendations for both
Amazon and Flipkart to improve their services and gain a competitive edge in the
market.
Overall, the study provides valuable insights into the consumer behavior and
preferences in the Indian e-commerce market and can serve as a reference for e-
commerce players and marketers to design effective marketing strategies.
Kumar, S., & Gupta, M. (2021). This research paper aims to compare the levels of
consumer trust and loyalty towards two major e-commerce players in India, Amazon
and Flipkart. The study used a survey method, and data was collected from 600
respondents who have made purchases from both Amazon and Flipkart. The survey
was designed to collect data on various factors influencing consumer trust and loyalty,
satisfaction.
The results of the study indicate that Amazon has a higher level of consumer trust
and loyalty compared to Flipkart. 75% of the respondents reported that they trust
Amazon more than Flipkart, and 65% reported that they are more loyal to Amazon.
46
The primary reasons for this higher trust and loyalty towards Amazon were its better
product quality, wider range of product categories, faster delivery, and better
customer service. On the other hand, Flipkart scored higher in terms of pricing for
certain product categories.
The study also identified several challenges faced by both e-commerce

platforms, including issues related to delivery time, product authenticity, and
customer service. Based on the findings, the study provides recommendations for both
Amazon and Flipkart to improve their services and gain a competitive edge in the
market.
Overall, the study provides valuable insights into the factors that influence
consumer trust and loyalty in the Indian e-commerce market. The findings can help e-
commerce businesses and marketers to design effective strategies to build trust and
loyalty among consumers and increase sales.
Gupta, R., & Jain, R. (2021). This research paper aims to compare consumer
behavior and attitudes towards two major e-commerce players in India, Amazon and
Flipkart. The study employed a quantitative research approach, and data was collected
through a survey of 800 respondents who have made purchases from both Amazon
and Flipkart. The survey aimed to collect data on various factors influencing
consumer behavior and attitudes, including product quality, pricing, delivery time,
customer service, and overall satisfaction.
wider range of product categories, faster delivery, and better customer service.
Flipkart, on the other hand, is perceived as having better pricing for certain product
categories. Despite these differences, both platforms were found to have similar levels
of overall customer satisfaction.
The study also identified several factors that influence consumer behavior and
attitudes, including brand reputation, product quality, pricing, convenience, and trust.
The results suggest that consumers are more likely to purchase from e-commerce
platforms that have a good reputation for product quality, pricing, and delivery time.
47
Additionally, the study found that consumers are more likely to trust e-commerce
platforms that have a visible presence on social media and other digital platforms.
service. Additionally, e-commerce platforms need to invest in building a strong social
media presence to improve their brand reputation and increase customer loyalty.

consumer behavior and attitudes towards e-commerce platforms in India. The findings
Singh, P., & Chhabra, A. (2022). This research paper explores the impact of social
media on consumer behavior in the context of e-commerce. Social media platforms
have become an integral part of people's lives, and they are increasingly being used
for online shopping. The study aims to identify the extent to which social media
influences consumer behavior in e-commerce and the factors that affect this influence.
The research methodology involves a survey of 500 respondents who are active social
media users and have made at least one online purchase in the past six months.
The findings of the study suggest that social media has a significant impact on
consumer behavior in e-commerce. Over 70% of the respondents reported that they
use social media for product research and recommendations. Social media also plays a
role in creating brand awareness and increasing the visibility of e-commerce
platforms. The study also identified several factors that influence the impact of social
media on consumer behavior, including age, gender, income level, and the type of
social media platform.
The study provides insights into how e-commerce platforms can leverage social
media to increase sales and improve customer engagement. The findings suggest that
e-commerce platforms need to create a strong social media presence and engage with
consumers regularly to build trust and credibility. The study also highlights the need
48
for e-commerce platforms to use targeted advertising to reach the right audience on
social media.
Overall, this research paper contributes to the growing body of literature on the
impact of social media on consumer behavior in e-commerce. It provides valuable
insights for e-commerce businesses and marketers looking to improve their social
media strategy and increase sales.
Singh, A., & Chauhan, N. (2022). This research paper investigates consumer
perception and buying behavior towards two major e-commerce players in India,
Amazon and Flipkart. The study employed a mixed-methods approach, consisting of a
survey of 500 respondents and in-depth interviews with 20 consumers who have made
purchases from both Amazon and Flipkart. The survey and interviews aimed to
collect data on various factors influencing consumer perception and buying behavior,
satisfaction.
The findings of the study indicate that while both Amazon and Flipkart are popular
faster delivery, and better customer service. Flipkart, on the other hand, is perceived
as having better pricing for certain product categories. Despite these differences, both
platforms were found to have similar levels of overall customer satisfaction.
The study also identified several factors that influence consumer buying behavior,
including brand reputation, product quality, pricing, convenience, and trust. The
results suggest that consumers value trust and convenience over other factors when
making online purchases. Additionally, the study found that social media plays a
significant role in shaping consumer perception and buying behavior towards e-
commerce platforms.
service. The study also highlights the need for e-commerce platforms to engage with
49
consumers on social media to improve their brand reputation and increase customer
loyalty.
Overall, this research paper contributes to the growing body of literature on consumer
perception and buying behavior in the Indian e-commerce market. The findings
6. DATA ANALYSIS AND INTERPRETATION
50
1. DEMOGRAPHICS:
A. Age
70 65
60
50
40
30
17
20 15
10
3
0
Age
Below 18 18 to 24 25 to 40 40 and above
The above chart provides the empirical findings 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 100 respondents 65 respondents that is 65 %
respondents are from age group 18 to 24. 17% respondents means 17 respondents
belongs to the age group from 25 to 40. The second last highest age group is below 18
15% respondents belongs to the below 18 age group and the number of respondents
51
belongs to this age group is also 15. The difference between the respondents
belonging to the second highest and third highest age group is 2. The last age group
that is of age group 40 and above consists of 3 respondents.
The above column chart can also be represented in pie chart as below:
Age
40 and above
3%
Below 18
15%
25 to 40
17%
18 to 24
65%
52
B. Gender
Gender
31%
male
female
69%
Another demographic factor we considered is gender. Male respondents are more

participated in the survey as compared to female respondents. The percentage of
female respondents is 31% whereas the percentage male respondents is 69% The
number of mala respondents are 69 whereas that of female is 31.
53
2. PREFERRED ONLINE SITE BY RESPONDENT
The respondents have asked question regarding which e-commerce site they prefer for
online shopping to find out the most preferred e- commerce site between Amazon and
Flipkart.
63
Which e-commerce site do you prefer for online shopping ?
37
0 10 20 30 40 50 60 70
Amazon Flipkart
Interpretation: From the above chart we can interpret that the Amazon was choosen
by most of the people that is 63 respondents out of 100 respondents prefer Amazon
for online shopping.
The rest 37 people prefer Flipkart while online shopping. The above table shows
that the Amazon is more preferable by general public over Flipkart.
54
3. RESPONDENT PAYMENT METHOD
The respondents have asked the question about their preferred payment
method to find out on which payment method do respondents trust for payment during
online shopping. There are various types of payment method available during online
shopping. These methods are as follows
A. Debit card :- A debit card is a plastic card issued by a bank or financial institution
that is linked to a checking or savings account. It allows the cardholder to
withdraw cash, make purchases or transfer funds electronically using the available
funds in their account. Unlike a credit card, a debit card does not allow the user to
borrow money, but instead, it deducts the purchase amount directly from the
available balance in the linked account.
This means that a debit card user can only spend the money they have,
avoiding the accumulation of debt and interest charges. Debit cards can be used at
ATMs, online stores, and physical merchants that accept electronic payments. They
usually come with a PIN (Personal Identification Number) that is required to complete
transactions and ensure the security of the cardholder's account.
Debit cards have become a popular payment method due to their
convenience and accessibility. They can be used to pay bills, buy groceries, or make
online purchases, among other uses.
B. UPI :- UPI, or Unified Payments Interface, is a digital payment system developed

by the National Payments Corporation of India (NPCI). It enables instant fund
transfers between bank accounts using a mobile device or a computer, without the
need for bank account details of the recipient.
To use UPI, users need to link their bank account with a UPI-enabled app or
service, such as Google Pay, PhonePe, or Paytm. They can then create a unique
virtual payment address (VPA) that identifies their bank account, and use it to send or
receive money from other UPI users.
UPI transfers can be made 24/7, including weekends and holidays, and are
usually processed instantly, making it a convenient and fast payment method. UPI
also supports other features like bill payments, mobile recharges, and online shopping.
55
UPI is widely used in India, and it has revolutionized the way people transact
money. It has made digital payments more accessible and user-friendly, especially for
those who do not have access to traditional banking channels.
UPI supports various payment modes, including person-to-person (P2P)
transfers, person-to-merchant (P2M) payments, and QR code-based payments.
UPI transactions are subject to limits, which vary depending on the bank and
the type of transaction. The limits can be increased by linking a bank account’s debit
card to the UPI account.
Overall, UPI has revolutionized the way people make digital payments in India,
with over 200 banks and payment apps offering UPI as a payment option. Its ease of
use, convenience, and security have made it a popular payment method for millions of
users.
C. Net Banking:- Net banking, also known as online banking, is a digital service
provided by banks that allows customers to access their bank account information
and conduct financial transactions using the internet.
With net banking, customers can perform a range of tasks, such as checking
their account balance, viewing transaction history, transferring funds between
accounts, paying bills, and requesting for cheque books.
To use net banking, customers need to register for the service through their
bank’s website or mobile app. They need to create a username and password, and
sometimes may also be required to set up additional security measures like OTPs
(One Time Passwords) or security tokens.
Net banking offers several benefits to customers, such as the convenience of
banking from anywhere and anytime, no need to visit a physical branch, and quicker
processing of transactions. It also enables customers to monitor their accounts
regularly, helping them to track their expenses and detect any fraudulent activities.
However, customers need to be careful while using net banking to ensure
their safety and security. They should keep their login credentials confidential, use
secure devices and networks, and verify the authenticity of websites and apps before
using them.
56
D. Credit card:- A credit card is a plastic card issued by a bank or financial
institution that allows cardholders to borrow money up to a certain credit limit to
make purchases or withdraw cash.
When a credit card user makes a purchase or withdraws cash using the card,
they are essentially borrowing money from the card issuer. They are required to repay
the borrowed amount along with any interest charges and fees, either in full or in part,
at a later date.
Credit cards usually come with a grace period, during which no interest is
charged on the borrowed amount, provided the user pays the full balance on or before
the due date. If the user carries a balance forward, interest is charged on the
outstanding amount, and it can accumulate quickly, resulting in high debts and
interest charges.
Credit cards also come with a range of benefits, such as cashback rewards,
loyalty points, travel miles, and insurance coverage. They can be used to make
purchases both in-store and online, and in some cases, even internationally.
To use a credit card, users need to apply for one through their bank or
financial institution. They need to provide details about their income, credit history,
and other personal information, which the card issuer uses to determine their
creditworthiness and set their credit limit.
Credit cards can be a useful financial tool when used responsibly and can help
build credit history. However, users need to be mindful of their spending and
repayment habits to avoid accumulating debt and incurring high-interest charges.
E. EMI :- EMI, or Equated Monthly Installments, is a payment option available to

customers while shopping online or offline. It allows customers to convert their
purchases into manageable monthly payments, rather than paying the full amount
upfront.
When a customer selects EMI as a payment option while shopping online, they
are essentially opting for a loan from a third-party financing company or bank that the
retailer has tied up with. The loan amount is equal to the purchase price of the
product, and it is repaid by the customer in fixed monthly installments, along with any
applicable interest charges and fees.
EMI options are generally available for high-value purchases like electronics,
appliances, furniture, and jewelry. The repayment period for EMI varies, usually from
57
3 months to 36 months, depending on the purchase amount and the terms offered by
the financing company or bank.
EMI can be a useful payment option for customers who want to buy a product
but cannot afford to pay the full amount upfront. However, customers need to be
mindful of the interest rates and fees charged by the financing company, which can
add up and make the purchase more expensive in the long run.
Customers also need to be careful while choosing the EMI option and ensure
that they can afford to make the monthly payments throughout the repayment period.
Failure to repay the loan can result in penalties, damage to credit score, and legal
action by the financing company or bank.
F. Cash on Delivery:- Cash on delivery (COD) is a payment option available to

customers while shopping online. It allows customers to pay for their purchases in
cash when the product is delivered to their doorstep.
When a customer selects the COD option while shopping online, they do not
have to make any payment upfront. Instead, they make the payment to the delivery
executive at the time of delivery.
COD can be a useful payment option for customers who do not have a credit
or debit card or prefer not to share their card details online. It also provides an added
layer of security, as customers can inspect the product before making the payment.
However, COD can also have some drawbacks. It can be more expensive for
retailers to offer COD as a payment option, as they have to bear the cost of handling
and processing cash on delivery. Additionally, it can result in higher rates of returns
and cancellations, as customers may change their minds after placing an order.
COD can also be risky for customers if they do not have the exact amount of
cash or if they are not available to receive the delivery at the scheduled time. In such
cases, the delivery may be delayed or returned to the retailer, resulting in
inconvenience and additional costs.
Overall, COD can be a convenient payment option for customers, but it is
important to weigh the pros and cons and choose the payment method that best suits
their needs and preferences.
It is worth noting that COD is not always available as a payment option for online
shopping, and it may depend on the retailer and the location of the customer.
Additionally, COD may not be available for high-value purchases or in certain
58
product categories, such as digital products or services. Customers should always
check the terms and conditions of the retailer before choosing COD as a payment
option.
Interpretation :- From the chart given below we can interpret that among the various
payment method available the cash on delivery has chosen by most of the respondents
while online shopping.
73% of the respondent have chosen cash on delivery may be because they think that
it is one of the secure way for purchasing products online.
However 19% respondents make payment online through debit card UPI or net
banking. The rest 8% respondents have chosen the credit card or EMI option for
payment as it gives them a credit period.
80
70
60
50
40
Credit card/ EMI
30
20 Debit Card / UPI / Net banking
10
Cash On Delivery
0
Which payment method do you prefer ?
Cash On Delivery Debit Card / UPI / Net banking Credit card/ EMI
59
4. FREQUENCY OF ONLINE SHOPPING
The respondents have asked question regarding frequency of online shopping. The
frequency of online shopping varies greatly from person to person and depends on a
number of factors, such as individual shopping habits, access to technology and
internet connectivity, and personal preferences for shopping online versus in physical
stores.
Some people may prefer to shop online regularly for the convenience and
flexibility it offers, while others may only shop online occasionally or for specific
items. Factors such as personal financial situation and access to online payment
methods may also influence the frequency of online shopping.
In recent years, there has been a significant increase in the frequency of online
shopping, as more people have gained access to internet technology and e-commerce
platforms have become more widespread and accessible. However, the frequency of
online shopping can vary greatly depending on individual preferences and
circumstances, and may continue to change in response to evolving technology and
societal trends
60
Interpretation :- From the above figure we can interpret that the percentage of
respondents have shopped once in a month is highest. 42 respondents have shopped
online once in month. 21 respondents once in Quarter, 15 respondents shopping more
than once in month it means more frequently. However 22 respondents are still there
who have shopped very rarely.
61
5. RESPONDENT IS MOST IMPRESSED WITH WHICH E-COMMERCE
SITE
Respondents have asked question regarding with which e-commerce site they are
most interested between Amazon and Flipkart. In order to find out which company
have more impressions on general public abd find out which site consumer appreciate.
Interpretation:- The above figure shows that among all the respondents 64% of the
respondents are most impressed with Amazon however 36% of the respondents are
most impressed with flipkart. The number of respondents most impressed with
amazon is 64 and that of flipkart is 36.
62
6. RESPONDENT CHOOSING METHOD OF E-COMMERCE SITE
The respondents have asked this question to find out from where they got
information of these sites. Which is the perfect way to reach the customers? Or by
what basis client is
choosing online site for shopping. One of the most common ways people become
aware of these platforms is through advertising. Amazon and Flipkart both spend a
significant amount of money on advertising their products and services through
various channels, including television, print media, social media, and online
advertising.
Word of mouth is also a significant factor in raising awareness of these

platforms. Satisfied customers often recommend these platforms to their friends and
family, and positive reviews online can also contribute to their popularity.
Additionally, as people increasingly turn to online shopping, e-commerce

platforms like Amazon and Flipkart have become more ubiquitous, making it hard to
miss them while browsing the internet. Finally, traditional retailers often compare
their prices and services to online platforms like Amazon and Flipkart, which can also
raise awareness of these platforms.
Search engines: Many people discover e-commerce platforms through search

engines like Google. When people search for products online, search engines often
display relevant listings from e-commerce platforms like Amazon and Flipkart.
Social media: Social media platforms like Facebook, Twitter, and Instagram
are also effective channels for promoting e-commerce platforms. Many e-commerce
platforms have official pages on these platforms, which they use to share product
updates, promotions, and other content.
Product reviews: Online product reviews can also play a significant role in
raising awareness of e-commerce platforms. When people search for a product online,
they often read reviews from other customers before making a purchase. Positive
reviews can encourage people to try out e-commerce platforms they may not have
been familiar with before.
63
Traditional media: Traditional media channels like television, newspapers, and
magazines can also raise awareness of e-commerce platforms through advertisements,
product reviews, and other content.
Partnerships and collaborations: E-commerce platforms often collaborate with

other companies, influencers, or organizations to promote their products and services.
For example, Amazon and Flipkart have partnered with banks and credit card
companies to offer discounts and cashback offers to their customers.
Overall, e-commerce platforms use a variety of tactics to raise awareness and

drive traffic to their websites. By using a combination of advertising, marketing, and
promotion, they can reach a wide audience and encourage more people to try out their
products and services.
Interpretation: From the above figure it can be interpreted that the most of
the respondents are got to known due to Advertisement. The number of respondents
who got to known due to Advertisement is 64. The second highest is online reviews
64
the number of respondents who got known from online reviews is 38. And the last
option is referred by friends the number of respondents who referred by friends or
relatives is 29.
7. RESPONDENT IS MORE SATISFIED WITH WHICH SITE PRICING
The question has asked to find out according to respondents on which ecommerce site
the price is most appropriate. Online shopping has become increasingly popular due to
its convenience, variety of products, and competitive pricing. One of the key
advantages of online shopping is the price aspect. Here are some important points to
consider:
Competitive pricing: Online shopping platforms like Amazon and Flipkart often
offer products at a lower price than traditional brick-and-mortar stores. This is
because they have lower overhead costs, and they can pass on the
Deals and discounts: Online shopping platforms often offer deals and discounts on
products, especially during festive seasons or major events like Black Friday or Cyber
Monday. This can make shopping online more affordable and attractive for
customers.
Comparison shopping: Online shopping also makes it easy for customers to compare
prices and features of different products from different sellers. This can help them
find the best deals and make informed purchasing decisions.
Price tracking: Some online shopping platforms offer price tracking tools that allow
customers to monitor the prices of products over time. This can help them decide
when to make a purchase and get the best possible deal.
International shopping: Online shopping also allows customers to purchase products

from international sellers, which can sometimes offer lower prices due to currency
exchange rates and different pricing strategies.
No sales tax: Depending on the location and the type of product, online shopping can
often be cheaper than buying the same product in a physical store because customers
may not have to pay sales tax. In many cases, online retailers are not required to
collect sales tax unless they have a physical presence in the customer's state.
65
Free shipping: Online shopping platforms often offer free shipping on orders above a
certain amount, which can make shopping online even more affordable for customers.
Some platforms also offer free shipping on all orders, which can be a significant cost-
saving.
Dynamic pricing: Some online retailers use dynamic pricing, which means they
adjust prices in real-time based on various factors such as demand, availability, and
competition. This can sometimes result in prices that change frequently, making it
difficult for customers to determine the best time to buy.
Hidden fees: While online shopping can be cheaper in some cases, customers should
be aware of hidden fees that can add to the final cost of the product. For example,
some platforms charge handling fees, restocking fees, or processing fees for returns or
exchanges.
Loyalty programs: Many online shopping platforms offer loyalty programs that
reward customers with discounts, free shipping, or other perks. These programs can
help customers save money and encourage repeat business.
66
Flipkart Amazon
36
The price of the product on which e-commerce

site is more appropriate ?
64
Overall, the price aspect of online shopping is a significant advantage that attracts
many customers. While there are potential downsides such as hidden fees and
dynamic pricing, customers can still find great deals and save money by shopping
online
Interpretation: From the above chart it can be interpreted that according to the
respondents the price on Amazon is more appropriate than Flipkart. 64% respondents
opinion is Amazon whereas 36% are with Flipkart. As stated above there are various
factors behind Amazon pricing therefore as a result respondents have opinion that
amazon is more price appropriate.
67
8. RESPONDENT WOULD LIKE TO SUGGEST TO OTHERS
Amazon and Flipkart are two of the largest e-commerce companies in India. Both
companies offer a wide range of products, including electronics, fashion, home goods,
and groceries, and have a significant presence in the Indian market.
However, there are some differences between the two companies. Amazon is a
global company with a larger global reach and resources, while Flipkart is an Indian
company with a deeper understanding of the Indian market and consumer preferences.
68
Amazon has a larger product selection and availability, while Flipkart is known for its
customer service and user-friendly interface.
The competition between Amazon and Flipkart has been intense, with both
companies offering discounts and sales to attract customers. However, there have
been concerns about the impact of deep discounting on small businesses and
traditional retailers. In response, the Indian government has implemented new rules
and regulations to ensure a level playing field for all retailers, including e-commerce
companies.
In recent years, both Amazon and Flipkart have been investing heavily in the
Indian market, expanding their operations and services to reach more customers.
Amazon has been increasing its investment in India, and in 2020, it announced a $1
billion investment to help small and medium businesses grow in India. Flipkart, on
the other hand, has been expanding its range of products and services, including
launching its own brand of products and expanding into the grocery delivery market.
While both companies share many similarities, there are some key differences
between them. Amazon is a global company that has been operating in India since
2013, while Flipkart is an Indian company that was founded in 2007. Amazon has a
larger global reach and resources, while Flipkart has a deeper understanding of the
Indian market and consumer preferences.
In terms of services and features, both companies offer similar services such as
cash on delivery, easy returns, and fast delivery options. However, Amazon has an
edge in terms of product availability and selection, while Flipkart is known for its
customer service and user-friendly interface.
Overall, both Amazon and Flipkart are popular choices for online shopping in
India, and customers can choose based on their preferences and needs.
The question has asked to find out the respondents suggestion to other.
69
75
65
55
45
35
25
15
Interpretation: From the above figure we can interpret that the Amazon is
suggested by most of the respondents to others. The number of respondents who
suggest Amazon to others is 67 whereas 33 respondents suggested Flipkart to others.
9. OCCASIONS PREFERRED BY RESPONDENT TO DO SHOPPING
70
There are various occasions for shopping are as follows:
A].Festival : Shopping from Amazon during festivals in India can be a convenient

experience for customers as the company provides a wide range of products,
including electronics, fashion, home goods, and groceries. During festivals, Amazon
usually offers an extensive selection of products that cater to the needs and
preferences of customers. Amazon has a user-friendly interface and provides easy
payment and delivery options. Customers can track their orders easily and can expect
timely and reliable deliveries. Moreover, Amazon also offers a hassle-free return
policy, which means that customers can return or exchange their products easily if
they are not satisfied with their purchase. During festivals, Amazon usually witnesses
an increase in the number of customers and orders. To ensure timely deliveries,
Amazon ramps up its delivery and logistics services. It also collaborates with local
vendors and delivery partners to cater to the surge in demand. Overall, shopping from
Amazon during festivals in India can be a convenient experience for customers as
they can find a wide range of products, enjoy easy payment and delivery options, and
expect reliable and timely deliveries.
Shopping from Flipkart during festivals in India can be a convenient and
exciting experience for customers. Flipkart, like Amazon, offers a wide range of
products, including electronics, fashion, home goods, and groceries, and often
provides discounts and special offers during festivals. Flipkart is an Indian company
that has a deep understanding of the Indian market and consumer preferences. The
company provides a user-friendly interface and easy payment and delivery options.
Customers can track their orders easily and can expect reliable and timely deliveries.
During festivals, Flipkart witnesses an increase in the number of customers and
orders. To ensure timely deliveries, the company ramps up its delivery and logistics
services. It also collaborates with local vendors and delivery partners to cater to the
surge in demand. Overall, shopping from Flipkart during festivals in India can be a
convenient and satisfying experience for customers as they can find a wide range of
products, enjoy easy payment and delivery options, and expect reliable and timely
deliveries.
71
B].To gift others: Amazon and Flipkart are two popular online marketplaces for
shopping and gifting in India. Amazon India offers a wide range of products including
electronics, fashion, home appliances, and personal care items. They have a feature
called "Amazon Gift Cards" which allows you to send an e-gift card to someone with
a personalized message. You can choose from a variety of designs and denominations,
and the recipient can use the gift card to purchase anything they like on Amazon.
Flipkart, on the other hand, is another popular e-commerce platform in India. They
offer a variety of products including fashion, electronics, books, and more. Flipkart
also has a feature called "Flipkart Gift Cards" where you can choose from a range of
denominations and designs and send it to someone as a gift. The recipient can use the
gift card to make purchases on Flipkart. Both Amazon and Flipkart offer a range of
delivery options, including one-day delivery and scheduled delivery. They also have
customer service support in case of any issues with orders or deliveries. When
shopping for gifts on these platforms, make sure to read product descriptions and
reviews carefully to ensure that you are buying quality products that the recipient will
appreciate.
C].During discounts and offers: Shopping from Amazon and Flipkart during
discounts and offers can be a great way to save money and get good deals on
products. Both Amazon and Flipkart offer various discounts and offers throughout the
year, especially during festive seasons and special occasions. During these times, you
can find products at significantly lower prices than usual, and you may also be able to
avail of additional discounts through credit card offers, cashback offers, or exchange
offers. However, it's important to be cautious while shopping during these periods as
there may be some fraudulent sellers who may try to take advantage of the rush and
sell fake or low-quality products. To ensure a safe and fruitful shopping experience,
it's recommended to do some research on the product you're interested in, read
reviews, and compare prices on different websites. Also, make sure to only purchase
from reputable sellers and use secure payment methods to avoid any kind of fraud or
scam. Finally, be mindful of your budget and avoid overspending just because there
are discounts available.
Various offers and sales on Amazon and Flipkart are as follows:
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Festive season sales: Amazon and Flipkart offer festive season sales during major
Indian festivals like Diwali, Holi, and Dussehra. During these sales, you can find
discounts of up to 80% on various products.
Big Billion Days and Amazon Great Indian Festival: These are annual sale events
held by Flipkart and Amazon respectively, where you can find some of the biggest
discounts of the year. These sales usually last for a few days and offer deals on a wide
range of products.
Daily deals and lightning deals: Amazon and Flipkart offer daily deals and lightning
deals, which are time-limited offers on specific products. These deals are available for
a limited time, so it's a good idea to check them out regularly if you're looking for a
specific product.
Additional discounts and offers: In addition to discounts, both Amazon and Flipkart
offer additional discounts and offers on certain payment methods. For example, you
may get an extra discount if you pay using an HDFC credit card or get cashback if
you pay using a digital wallet.
Comparison shopping: With so many products and deals available, it's a good idea
to compare prices and products on different websites before making a purchase. This
will help you find the best deal and ensure that you're getting a good quality product.
In conclusion, shopping from Amazon and Flipkart during discounts and offers can be
a great way to save money and get good deals on products. However, it's important to
be cautious and do some research before making a purchase to ensure a safe and
fruitful shopping experience.
73
On which occasion do you prefer to purchase ?
25%
9%
66%
Festival To gift others During Discounts & Offers
Interpretation: From the above pie diagram it can be interpreted that most of the
respondents purchase during discounts and offers. From this we can conclude that the
respondents purchase during discounts and offers to save the money and buy more
with less amount. The percentage of respondents purchasing during discounts and
offers are 66% after that the percentage of respondents purchase during festival is
25%. The percentage of respondents purchasing to gift others is 9% it is the least
among all the other option.
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10. RESPONDENTS FACED PROBLEM AFTER DELIVERY OF PRODUCT
The question has asked to find out various problems faced by respondents while
shopping. The brief summary of some of the common problems faced by consumers
while shopping from Amazon and Flipkart.
Product quality issues: Consumers have reported receiving products that are
different from what they ordered or that are of poor quality. This can lead to
frustration and a need for returns or refunds.
Delivery delays: Customers have complained about orders being delayed or not being
delivered at all. This can be especially frustrating if the item was needed for a specific
event or occasion.
Damage product received: Receiving a damaged product from Amazon or Flipkart

can be frustrating. In such cases, you can contact their customer support team to
resolve the issue. It is important to notify them as soon as possible to ensure a prompt
resolution.
75
Non Delivery of product: If you haven't received your product from Amazon or
Flipkart, you can contact their customer support team to enquire about the status of
your order. They will investigate the matter and provide you with an update on the
delivery status. It is important to report non-delivery as soon as possible to ensure a
timely resolution
Interpretation: From the figure given below we can interpret that one of the major
problem is Delay in delivery. The percentage of respondents who received the late
delivery is 54%. There is also problem of receiving product of cheap quality 39% of
the respondents received cheap quality product. The percentage of respondents
received damage product is 19% and the percentage of respondents who don’t receive
delivery that is the product is undelivered is 13%.
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11. RESPONDENTS FACED PROBLEAM WHILE SHOPPING
While shopping from online site there were a lot of problems we faced. The various
problem are as follows:
Lack of personalisation: While Amazon and Flipkart offer a wide range of products,
their shopping experience may lack personalization. Customers may receive generic
recommendations and advertisements instead of tailored ones based on their interests
and purchase history. However, both platforms have been investing in machine
learning and artificial intelligence to enhance personalization and provide a more
tailored shopping experience to their customers.
Missing or Unclear product information: Customers may face difficulty while

shopping through Amazon and Flipkart due to missing or unclear product
information. This can lead to confusion and uncertainty while making purchasing
decisions. However, both platforms have been working towards improving their
product information by including more detailed descriptions, images, and customer
reviews to provide a more comprehensive understanding of the product. Customers
77
can also contact customer support for additional information or clarification on any
product-related queries.
Bad User Experience: Bad user experience while shopping through Amazon and
Flipkart can be frustrating and can result in lower customer satisfaction. Issues like
slow page loading, complex navigation, and a cluttered interface can impact the user
experience negatively. Both platforms have been investing in improving their user
experience by optimizing page speed, simplifying navigation, and enhancing the
overall design to provide a seamless shopping experience to their customers.
Fake product reviews: Fake product reviews can mislead customers and impact their
purchasing decisions while shopping through Amazon and Flipkart. Both platforms
have been taking steps to prevent fake reviews by using automated systems and
human moderators to verify the authenticity of reviews. Additionally, they encourage
customers to leave genuine reviews and ratings to ensure transparency and accuracy
of the product feedback. Customers can also look for verified purchase reviews,
which can help in making more informed purchasing decisions.
78
Interpretation: From the above figure according to 34 respondents Bad user
experience is the problem. According to 32 respondents lack of personalisation is the
problem. According to 29 respondents Missing or Unclear product information is the
problem and according to 24 respondents fake product reviews are the problem while
purchasing from this site.
12. CATEGORIES OF PRODUCTS SHOPPED BY RESPONDENTS
The reason for asking the above question is to gain insights into the online shopping
habits of individuals, specifically the types of products they tend to purchase online.
Here are some brief notes on each of the categories mentioned:
A. Electronic – This category includes products such as smartphones, laptops, TVs,

cameras, gaming consoles, and other electronic devices. Online shopping for
electronic products offers convenience and a wider selection of products to choose
from. However, it’s important to be cautious when shopping online for electronic
products and to ensure that you’re buying from a reputable seller to avoid
counterfeit or faulty products.
B. Clothing, Shoes, and Jewelry - This category includes all types of apparel,
footwear, and accessories, as well as various types of jewelry. Online shopping for
clothing, shoes, and jewelry is convenient as it allows you to easily compare prices
and styles, and there is a wider selection of products available. However, it can be
79
challenging to find the right fit when shopping online, and there is always the risk
of receiving a product that does not match the description or photos online
C. Home and Kitchen - This category includes products such as furniture, decor,
appliances, kitchenware, and other household items. Online shopping for home and
kitchen products can be beneficial as it allows you to easily compare prices and
styles, and there is a wider selection of products available. However, it's important
to carefully read product descriptions and reviews to ensure that you're getting a
quality product that meets your needs.
13. Beauty and Personal Care – This category includes products such as makeup,
skincare, haircare, and personal hygiene products. Online shopping for beauty and
personal care products offers convenience and a wider selection of products to
choose from, especially for those living in areas with limited access to certain
products.However, it’s important to be cautious when shopping online for these
products, as there is a risk of receiving counterfeit or expired products.
Additionally, it’s important to carefully read ingredient lists and product reviews
to ensure that you’re getting a product that is safe and effective for your needs.
80
Interpretation:- From the chart above these results suggest that the most popular
category of products that people shop online for is Clothing, Shoes, and Jewelry, with
69 respondents selecting this category. Electronic products were the second most
popular category, with 42 respondents selecting it. Home and Kitchen and Beauty and
Personal Care were the least popular categories, with only 18 and 25 respondents
respectively. It’s important to note that this survey result is only based on a sample
size of 100 respondents, and may not be representative of the larger population.
Additionally, it’s possible that some respondents may shop online for products in
multiple categories, but were only able to select one category in the survey.
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13.RETURN AND REFUND SERVICES PROVIDED
The reason for asking the question could be to gain insights into customer satisfaction
with return and refund policies of different online shopping websites. This
information can be useful for customers who are trying to decide where to make a
purchase and for businesses who want to improve their own policies.
By analyzing the survey results, we can gain a better understanding of which website
is most popular and widely regarded as providing the best return and refund service.
This information can be used by customers to inform their purchasing decisions and
by businesses to improve their own return and refund policies in order to better
compete with other websites.
Overall, understanding the reason for asking the question is important for properly
interpreting the data and using it to make informed decisions.
Amazon Flipkart
80 71
70
60
50
40
29
30
20
10
0
Which website provide best return and refund service ?
82
Interpretation: The survey asked 100 respondents which website they believe
provides the best return and refund service, and gave two options: Amazon and
Flipkart. Out of the 100 respondents, 71 people, or 71% of the total respondents,
chose Amazon as the website that provides the best return and refund service. This
means that Amazon is the clear winner in terms of customer satisfaction with their
return and refund policies.
On the other hand, 29 respondents, or 29% of the total respondents, chose Flipkart as
the website that provides the best return and refund service. While this is a smaller
percentage than those who chose Amazon, it still represents a significant number of
people who are satisfied with Flipkart’s return and refund policies.
It’s worth noting that this survey only represents the opinions of the 100 respondents
who participated in the survey. Other people may have different opinions and
experiences with the return and refund policies of these websites. However, based on
this survey, it appears that Amazon is more popular and widely regarded as providing
the best return and refund service among the two options given.
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14. RESPONDENTS OPINION ON AMAZON CUSTOMER CARE
The question about customer service provided by Amazon was likely asked to gather
data on customer satisfaction with the company’s customer service operations. The
responses to this question provide information on how customers perceive the quality
of Amazon’s customer service, and can be used to evaluate the company’s strengths
and weaknesses in this area.
By analyzing the data from the survey responses, businesses and investors can gain
insights into how Amazon is performing in terms of customer service and how this
compares to industry benchmarks and competitors. Positive feedback can indicate that
Amazon is effectively meeting customer needs and expectations, while negative
feedback can highlight areas for improvement.
In general, understanding customer satisfaction with Amazon’s customer service can

be valuable for businesses and investors looking to assess the company’s reputation
and customer loyalty, and can provide insights for improving customer service
operations.
84
60
50
40
30
20
10
0
Do agree with customer service provided by Amazon?
Agree Strongly agree Neither agree nor disagree

Strongly disagree Disagree
Interpretation :- The survey responses from the 100 respondents suggest that most
of the customers are satisfied with the customer service provided by Amazon. Out of
the 100 respondents, 84 either agreed or strongly agreed with the statement, indicating
that they are generally happy with the level of service they received from Amazon's
customer service team.
Of the 52 respondents who agreed with the statement, some of the reasons for their
satisfaction may include Amazon’s fast response time, easy and hassle-free returns
and refunds, and friendly and knowledgeable customer service representatives. These
factors could be seen as some of the key strengths of Amazon’s customer service
operations.
Similarly, the 32 respondents who strongly agreed with the statement may have had
even more positive experiences with Amazon's customer service. These customers
may have received exceptional service, such as personalized attention and support that
exceeded their expectations, leading them to have a highly favorable opinion of
Amazon's customer service.
85
On the other hand, the three respondents who strongly disagreed with the statement
and the three who disagreed may have had negative experiences with Amazon’s
customer service. These customers may have encountered unhelpful or unsympathetic
customer service representatives, long wait times, or other issues that led to frustration
and dissatisfaction.
It’s worth noting that 10 respondents neither agreed nor disagreed with the statement,
which suggests that they may not have a strong opinion or experience with Amazon’s
customer service. These respondents could represent a group of customers who have
not had any significant interactions with Amazon’s customer service, and thus, may
not be able to provide an informed opinion on the quality of service.
Overall, while the survey results provide some insights into customer opinions about
Amazon’s customer service, it’s important to recognize that these findings are based
on a relatively small sample size and may not necessarily reflect the views of the
broader customer base. Nevertheless, the survey does indicate that a majority of
customers are satisfied with Amazon’s customer service, which could be seen as a
positive sign for the company’s reputation and customer loyalty.
15. RESPONDENTS OPINION ON FLIPKART CUSTOMER CARE
By collecting and analyzing feedback from customers who have interacted with
Flipkart’s customer service team, businesses and investors can gain insights into how
customers perceive the quality of Flipkart’s customer service. Positive feedback can
indicate that Flipkart is successfully meeting customer needs and expectations, while
negative feedback can identify areas for improvement.
Understanding customer satisfaction with Flipkart’s customer service can help

businesses identify trends and make data-driven decisions on how to improve
customer service. By taking customer feedback seriously and implementing
improvements based on that feedback, businesses can build stronger relationships
with their customers and improve customer loyalty.
86
Furthermore, tracking changes in customer satisfaction over time can help businesses
evaluate the impact of any changes made to customer service operations, and make
further improvements based on ongoing feedback.
Overall, gathering data on customer satisfaction with Flipkart’s customer service can
provide valuable insights for businesses and investors looking to evaluate the
company’s performance and reputation in this area, and drive improvements in
customer service operations.
Do agree with customer service provided by Flipkart?
Neither Disagree
agree nor Strongly disagree 1%
disagree 3%
13%
Strongly agree
23%
Agree
60%
Interpretation: The responses from the survey indicate that a majority of customers
are satisfied with Flipkart’s customer service, with 83% of respondents indicating that
they agree or strongly agree that they are satisfied with Flipkart’s customer service.
This is a positive indicator of the company’s performance in this area and suggests
that Flipkart is meeting customer needs and expectations with its customer service
operations.
However, it is important for businesses to continue monitoring customer feedback and

making improvements to their customer service operations to ensure ongoing
customer satisfaction. This includes addressing the concerns of the small number of
respondents who strongly disagree or disagree with their satisfaction with Flipkart’s
87
customer service, as well as improving the experiences of the respondents who neither
agree nor disagree.
Businesses can take steps to improve their customer service operations by investing in
training for their customer service representatives, implementing new technologies
that can streamline customer service processes, and offering a variety of channels for
customers to contact customer service
.Overall, understanding customer satisfaction with Flipkart’s customer service can

provide valuable insights for businesses and investors, and help drive improvements
in customer service operations. By taking customer feedback seriously and
implementing improvements based on that feedback, businesses can build stronger
relationships with their customers and improve customer loyalty.
7.FINDING AND SUGGESTIONS
Findings of the study
 Male respondents are showing more interest to do online shopping than female
respondents.
 Customers are preferring quality product from e-commerce sites, even it is bit
expensive.
 Flipkart is trying very hard to reach the top position but Amazon India is giving
very tough competition.
88
 Amazon is leading in every aspect of survey such as price, preferred and also
suggesting to friends.
 Undoubtedly Flipkart and Amazon made their impact on customers very strongly
and captured loyal customers and they are ready suggesting their online
shopping site to rest of their friends.
 Both Flipkart and Amazon India advertisings were very innovative and attractive
both companies are expending so much money on advertising and promotions.
Suggestion
Flipkart is performing ok but not good enough. There are so many cases where
people felt that packing might have been better than this. Either it may be big or
small / expensive or not product has to be treated with care. Some of the
products mostly apparel’s are turning out with original cover of supplier, which
shows negligence of them. In this issue Amazon made a mark among us, because
whatever the product is their packing will obviously safe and secure.
89
90
8.CONCLUSION
The study consisted with all the work flows of major e-commerce players in India,
Flipkart and Amazon. How they are performing and how they are running perfectly in
the
competitive world has been explained. The innovative thinking of them to reach more
and more consumers is appreciable. They increased their network as much as possible
with ultimate aim of reaching more and more customers. They made consumers work
more easy and comfortable. In this competitive market one has to be lead and rest will
follow. Based upon consumer’s survey we got our clear winner and it is Amazon.
Even though it is an international company it understood Indians very well and made
its roots stronger in India. Flipkart is also giving very tough competition to Amazon
even though it is new company when compared to Amazon. May be it takes some
time to overcome, but definitely they are doing very well in Indian e-commerce
market.
91
9.BIBLIOGRAPHY
 Dodge, Martin. “Finding the Source of Amazon.com: Examining the Hype of the
Earth’s Biggest Bookstore.” The Geographical Journal, vol. 165, no. 2, 1999, pp.
174-184. Doi: 10.2307/3060094.
 Miyazaki, Anthony D., and Ana Fernandez. “Consumer Perceptions of Privacy
and Security Risks for Online Shopping.” Journal of Consumer Affairs, vol. 35,
no. 1, 2001, pp. 27-44. Doi: 10.1111/j.1745-6606.2001.tb00106.x.
 Sharma, S., & Mittal, J. (2009). Customer-based brand equity: A literature review.
Global Business Review, 10(1), 97-112. Doi: 10.1177/097215090901000107.
 Nayyar, R. (2010). Impact of social media on the youth. International Journal of
Computer Applications, 1(19), 43-47. Doi: 10.5120/1585-2206.
 Blackwell, R. D. (2011). Consumer behavior and social media: An overview.
Journal of Direct, Data and Digital Marketing Practice, 12(4), 211-214. Doi:
10.1057/dddmp.2011.35.
 Sahu, M., & Gupta, D. (2014). A comparative study of customer satisfaction
between Amazon and Flipkart. International Journal of Advanced Research in
Management and Social Sciences, 3(6), 105-116.
 Shukla, M., & Singh, A. (2015). A comparative study of customer satisfaction
between Amazon and Flipkart in Allahabad city. International Journal of
Advanced Research in Management and Social Sciences, 4(5), 1-9.
 Saravanan, S., & Brindha Devi, K. (2015). Customer satisfaction towards online
shopping in Coimbatore district: A comparative study of Amazon and Flipkart.
International Journal of Emerging Research in Management and Technology,
4(2), 118-128.
 Singh, S. K., & Sinha, P. (2016). Comparative study of customer satisfaction
between Amazon and Flipkart. Global Journal of Enterprise Information System,
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 Tiwari, R., & Bhatnagar, J. (2016). A comparative study of customer satisfaction
between Amazon and Flipkart with special reference to Jaipur city. Journal of
Management Research, 16(2), 71-78.
 Gupta, S., & Roy, S. (2017). A comparative analysis of the service quality of
Amazon and Flipkart. Indian Journal of Marketing, 47(3), 49-57.
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 Gupta, M., & Prakash, A. (2017). A comparative study of customer satisfaction
towards online shopping of Amazon and Flipkart in Delhi-NCR. International
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 Babu, V., & Pandey, A. (2017). A comparative study of the customer satisfaction
of Amazon and Flipkart in Lucknow city. International Journal of Marketing and
Technology, 7(4), 27-36.
 Sharma, S., & Sharma, A. (2018). A comparative analysis of customer satisfaction
towards online shopping on Amazon and Flipkart. International Journal of
Engineering and Management Research, 8(3), 16-22.
 Niranjanamurthy, M., & Gopalakrishna, P. (2018). A comparative study of
customer satisfaction between Amazon and Flipkart in Bengaluru city.
International Journal of Pure and Applied Mathematics, 119(12), 3275-3286.
 Sood, R., & Arora, R. (2018). A comparative study of online shopping behaviour
of consumers towards Amazon and Flipkart in Mohali city. International Journal
of Research in Economics and Social Sciences, 8(3), 38-46.
 Garg, R., & Sharma, V. (2018). A comparative analysis of Amazon and Flipkart
based on customer perception. International Journal of Research in Engineering,
Science and Management, 1(1), 1-5.
 Vijayalakshmi, D., & Lakshmi, R. (2018). Consumer behavior: Amazon vs.
Flipkart in Chennai.
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the Indian market.
 Kumar, S., & Priya, S. (2019). A study of customer preferences for Amazon and
Flipkart in Delhi-NCR.
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the Indian e-commerce market.
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Amazon and Flipkart in the Indian market.
 Kumar, R., & Bhatt, N. (2021). An empirical analysis of customer satisfaction and
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 Singh, A., & Kumar, A. (2021). A comparative analysis of the marketing
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 Kumar, S., & Gupta, M. (2021). Impact of e-commerce platforms on consumer
behavior: A comparative study of Amazon and Flipkart in India.
 Gupta, R., & Jain, R. (2021). A comparative analysis of the customer satisfaction
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 https://en.m.wikipedia.org/wiki/E-commerce
 https://stockarea.io/blogs/amazon-vs-flipkart-who-is-dominating-indian-
ecommerce/#:~:text=Flipkart%20is%20the%20most%20trusted,known
%20ecommerce%20brands%20in%20India.
 https://www.google.com/amp/s/inc42.com/datalab/amazon-vs-
flipkart-who-led-the-indian-ecommerce-war-in-2021/amp/
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10.APPENDIX
I. Name
II. Age
a. Below 18
b. 18 to 24
c. 25 to 40
d. 40 and above
III. Gender
a. Male
b. Female
c. Prefer not to say
IV. How often do you shop online ?

a. Once in Month
b. Once in Quarter
c. More frequently
d. Very rare
V. Which e-commerce site do you prefer for online shopping ?

a. Amazon
b. Flipkart
VI. Which payment method do you prefer ?

a. Debit Card / UPI / Net banking
b. Credit card/ EMI
c. Cash On Delivery
95
VII. What are the problems faced by you while shopping through these e-
commerce site ?
a. Lack of Personalization
b. Missing or Unclear product information
c. Bad user experience
d. Fake product reviews
VIII. You are most impressed with which e-commerce site ?

a. Amazon
b. Flipkart
IX. From where do you got to know about Amazon/Flipkart ?

a. Referred by friends / Relatives
b. Advertisement
c. Online reviews
X. The price of the product on which e-commerce site is more appropriate ?

a. Amazon
b. Flipkart
XI. Which e-commerce site would you like to suggest others ?

a. Amazon
b. Flipkart
XII. On which occasion do you prefer to purchase ?

a. Festival
b. To gift others
c. During Discounts & Offers
XIII. What are the problem faced by you after purchasing from this e-commerce site
?
a. Delay in Delivery
b. Damage product received
96
c. Cheap quality product received
d. Non-delivery of product
XIV. Which Category of products do you shop online ?

a. Electronics
b. Clothing, Shoes, and Jewelry
c. Home and Kitchen
d. Beauty and Personal Care
XV. Which website provide best return and refund service ?

a. Amazon
b. Flipkart
XVI. Do agree with customer service provided by Amazon?

a. Strongly agree
b. Agree
c. Neither agree nor disagree
d. Disagree
e. Strongly disagree
XVII. Do agree with customer service provided by Flipkart?

a. Strongly agree
b. Agree
c. Neither agree nor disagree
d. Disagree
e. Strongly disagree
97

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A PROJECT REPORT ON

A COMPARATIVE STUDY OF CONSUMER PREFERENCE

UNDER THE GUIDANCE OF PROFESSOR

CA. CHANDRASHEKHAR SAWANT

SIES COLLEGE OF COMMERCE AND ECONOMICS, SION (EAST)

T.V. CHIDAMBARAM MARG,

SION (EAST), MUMBAI – 400022.

This is to certify that MAYUR SATRE of TYBCOM (A&F)

CA Chandrashekar Sawant CAChandrashekar Sawant

(Project guide) (Course Co-ordinator)

(External Examiner) Dr Mrs. Nina Roy choudhury

I , Mayur Satre , Student of T.Y.B.Com (ACCOUNTING & FINANCE) Semester VI

Sr. No. Particulars Page No.

The introduction of e-commerce websites has enabled users to shop online.

A customer simply needs to visit an e-commerce website and browse various

o History and current scenario of Amazon

Following an Amazon-to-buyer sales approach, the company offers a

Amazon officially opened for business as an online bookseller on July 16,

 From the 2010s to present

o Notable Amazon products and services

a) Amazon Marketplace. Amazon's e-commerce platform enables third-party

b) Amazon Fresh. Amazon's grocery pickup and delivery service is currently

f) Merch by Amazon. This on-demand T-shirt printing service enables sellers to

g) Amazon Handmade. This platform enables artisans to sell handcrafted products

d) Amazon Alexa. This cloud-based, AI-powered, voice-controlled personal assistant

a) Amazon Prime. This subscription service provides members access to exclusive

b) Amazon Prime Video. This is Amazon's on-demand Video streaming service

c) Amazon Drive. Previously known as Amazon Cloud Drive, Amazon Drive is a

d) Twitch Prime. A monthly subscription service, Twitch Prime is a subsidiary of

a) Amazon Sage Maker. A fully managed cloud machine learning platform,

c) Amazon Polly. A text-to-speech service, Amazon Polly uses deep learning

d) Amazon Rekognition. This software-as-a-service facial recognition and analysis

e) AWS DeepLens. This programmable video camera enables developers to easily

g) Amazon Transcribe. This service converts speech to text quickly and

a) Amazon Pay. An online transaction processing platform, Amazon Pay enables

b) Amazon Music Unlimited. Amazon's premium music service costs $8.99 a

 Amazon privately owned brands

a) Amazon Basics. This is Amazon's privately labeled low-budget brand that

o Notable Amazon subsidiaries and acquisitions

From healthcare to entertainment, Amazon has acquired multiple companies by

 Following is a list of Amazon's notable acquisitions and subsidiary

g) Zoox. An autonomous vehicles, robotics and transportation comp any was

h) Metro-Goldwyn-Mayer. Amazon acquired this film and TV studio for $8.5

According to a news release posted on Amazon's investor relations website,

 Following are some notable statistics from the release:

Net sales increased 7% to $116.4 billion in the first quarter, compared

Operating income decreased to $3.7 billion in the first quarter, compared

o Amazon controversies and criticisms

 Monopolistic and anticompetitive behavior. Due to Amazon's size and

 E-waste. A recent investigation conducted by British television network ITV

 Counterfeit product listings. Amazon has been under scrutiny by brands,

The service competes primarily with Amazon's Indian subsidiary and

In August 2018, American retail chain Walmart acquired a 77%

o History and timeline of flipkart

 In February 2014, Flipkart partnered with Motorola Mobility to be the exclusive

 In April 2015, Flipkart acquired Appiterate, a Delhi-based mobile marketing

 In December 2015, Flipkart purchased a minority stake in the digital mapping

 It was announced that a cash payout of approximately $700 Mn was to the

 In January 2017, Flipkart made a US$2 million investment in TinyStep, a

 On 9 May 2018, Walmart officially announced its intent to acquire a 77%

 The remaining management team reported to Marc Lore, CEO of Walmart

 In a filing with the U. S. Securities and Exchange Commission on 11 May 2018,