A STUDY

ON

A COMPARITIVE STUDY BETWEEN AMAZON AND

FLIPKARRT
Submitted in partial fulfillment of the

requirement for the award of the degree of

BACHELORS OF BUSINESS MANAGEMENT

BY

G.THULASI

(155014024)

Under the esteemed guidance of

MR.SANDEEPM.B.A
Lecturer in Management Studies

DEPARTMENT OF MANAGEMENT STUDIES

VASAVI MAHILA KALASALA

AFFILIATED TO RAYALASEEMAUNIVERSITY

KURNOOL

2015-2018

1
 A STUDY
ON
A COMPARITIVE STUDY BETWEEN AMAZON AND
FLIPKART
Submitted in partial fulfillment of the

requirement for the award of the degree of

BACHELORS OF BUSINESS MANAGEMENT

BY

G.THULASI

(155014024)

Under the esteemed guidance of

MR.SANDEEP M.B.A
Lecturer in Management Studies

DEPARTMENT OF MANAGEMENT STUDIES

VASAVI MAHILA KALASALA

AFFILIATED TO RAYALASEEMA UNIVERSITY

KURNOOL

2015-2018

2
 Vasavi Mahila Kalasala
Kurnool
Department of Management studies

CERTIFICATE

This is to certify that the Project Report titled “A STUDY ON A

COMPARITIVE STUDY BETWEEN AMAZON AND FLIPKART” was carried out by

G.THULASI, of Regd.No:155014024. This is submitted in partial fulfillment for

the award of the Degree of Bachelor of Business Administration (BBA) of

Rayalaseema University, during the academic year 2015- 2018.

EXAMINER PRINCIPAL HOD

3
 PROJECT GUIDE CERTIFICATE

Ms. G.Thulasi, pursuing BBA of final year from Vasavi Mahila Kalasala, Kurnool

in partial fulfillment for the award of the degree has been done her project

entitled, “A Study on Comparative Study between Amazon and Flipkart”,

under my guidance has furnished the details true to the possible extent of my

knowledge.

Place:

Date:
Sandeep
Lecturer in Department
Of Management Studies

4
 DECLARATION

I hereby declare that this Project Report titled “A

study on Comparative Study Between Amazon And

Flipkart” submitted by me to the Department of

Management studies, Vasavi Mahila Kalasala, is a

bonafide work undertaken by me and it is not

submitted to any other University or Institution for the

award of any degree/diploma/certificate or published

any time before.

Name of the Student Signature of the Student

Date:

5
 ACKNOWLEDGEMENT

I, the researcher would like to express my thanks to all those who helped

directly or indirectly to complete this project

First, I take this opportunity to express my sincere thanks to our

Principal Smt. Dr. N. Parvathi Madam and the college management for

providing an opportunity and facility in successful completion of my project.

I also thank Mr. Sandeep Sir, Vasavi Mahila Kalasala, Kurnool for his constant

guidance and valuable advice.

My heartful thanks to the Ms. Purnima Mam,Ms.keerthi kumari Mam

, B.P. Aikya Mam and K.Vinod Kumar Sir who showed infinite interest and

helped me at all times with valuable suggestions and kind co-operation without

whom I could not draw multifarious sketch for my Project Work.

Finally, I am thankful to my parents who helped me directly in my phase of

completion of this project work.

G.THULASI

6
 Contents

1. Introduction 8

2. Industry Profile 11

3. Company Profile 17

4. Need for the Study 24

5. Research methodology

6. concepts 34

7.Data analysis

8. Findings 49

9.Conclusion 53

10.annexure 54

 Questionnaire

 Bibliography

7
 CHAPTER-1
INTRODUCTION

8
INTRODUCTION:

E-TAILNG:

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

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

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

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

9
 Essentials of E-Retailing

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

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

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

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

 Right revenue model
 Penetration of the Internet

10
 E-Catalog It is a database of products with prices and available stock.
Shopping Cart The customers select their goodies and fill shopping cart. Finally, as in a
real store, at the time of checkout, the system calculates the price to be paid for the
products.A payment gateway Customer makes payments through his/her credit card or e-
cash. The payment mechanism must be fully secure.

Support Services in E-Retailing

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

 Communication backbone
 Payment mechanism
 Order fulfillment
 Logistics

DEFINITION

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

11
 CHAPTER-2
INDUSTRY PROFILE

12
E-COMMERCE IN INDIA:

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. In July 1995 Amazon.com startedselling 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. Amazon presently offers music, movies, toys;
electronics and home equipment, there are seven different international
websites of Amazon with distributed customer service centers in seven
countries and over 17,000 people workin Amazon worldwide. Today there are over
100populare- commerce websites are providing online services worldwide.An e-
commerce opens the global market to the customer, it helps the customer by
providing huge options while buying a product or a service,the online searching
and comparing facilities enables customer to select right product or service,
another major advantage of e-commerce is thatitis24x7availabletothe customer the
customer can shop almost anything within his/hers comfort zone just by sitting
at home, office, during travel or almost from any place at anytime.E-commerce is
trading of services and products with the help ofinternet. E-commerce introduced in
the end of 70s and became popular during the90s in western countries like USAand
UK. E-commerce introduced new possibilities in trading and attracted attention
ofmany traders.
E-commerce offers products and services through websites, a customer simply
has to visit an e- commerce website and browse various offering through browser
catalog, a customer can select multiple offerings and can add them to the
shopping cart, once the shopping is done the customer can checkout and
proceed to payment section where various online payment options are
13
available like internet banking, credit card, debit card etc. Once payment is done
the customer is notified about the order and order is shipped on the postal
address provided by thecustomer.

Showing the different phases in the online shopping process

14
 CHAPTER-3
COMPANY PROFILE

15
FLIPKART

Flip kart has launched its own product range under the name “dig flip”, Flip kart
also recently launched its own range of personal healthcare and home appliances
under the brand “citron Legally, Flip kart is not an Indian company since it is
registered in Singapore and majority of its shareholders are foreigners. Because
foreign companies are not allowed to do multi-brand e-retailing in India, Flip kart
sells goods in India through a company called was retail. Flip kart is presently one
of the largest online retailers in India, present across more than 14 product
categories & with a reach in around 150 cities and delivering 5 million shipments
permonth.
EXCLUSIVE PRODUCTS:
Motorola mobility, previously owned by Google but then sold to Lenovo, in an
exclusive tie up with Flipkart launched its budget Smartphone Moto g in India on 5
February 2014 more than 20,000 units were sold within hours of launch on Flip
kart after this Flipkart was looking for a long term tie up with motorola mobility.
They also launched their android smartphone, the motox, on 19 march 2014.
Flipkart later sold the moto e, cheaper than moto g, from 13 may 2014. The sale of
high-end smartphone xiaomi mi3 produced by xiaomi tech was launched in India
on an exclusive tie-up with Flipkart.
ACHIEVEMENTS IN E-COMMERCE:

16
In september 2015, sachinbansal and binnybansal entered forbes India rich list
debuting at the 86th position with a net worth of $1.3 billion each. Co-founder of
Flipkart, sachinbansal, got entrepreneur of the year award 2012-2013 from economic
times, leading Indian economic daily. Flipkart.com was awarded young turk of the
year at cnbctv 18's 'India business leader awards 2012' (ibla). Flipkart.com- got
nominated for Indiamart leaders of tomorrow awards 2011.

FAILURE IN MUSIC INDUSTRY:

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

 2011: mime360, a digital content platform company

 2011: chakpak.com, a Bollywood news site that offers updates, news, photos and
videos. Flipkart acquired the rights to chakpak's digital catalogue which includes
40,000 filmographies, 10,000 movies and close to 50,000 ratings.
 letsbuy.com, an Indian e-retailer in electronics. Flipkart has bought the
company for an estimated us$25 million. Letsbuy.com was closed down and
all traffic to letsbuy has been diverted to Flipkart.
 2014: acquired myntra.com in an estimated ₹ 20 billion (2,000 crore, about
us$319 million)deal.
17
  2015: Flipkart acquired a mobile marketing start-up appiterate as to
strengthen its mobile platform.

AMAZON
Amazon is the largest internet based company in the united states. Amazon.com
started as an online bookstore, but soon diversified, selling dvds, vhss, cds, video
and mp3downloads/streaming, software, video games, electronics, apparel,
furniture, food, toys, and jewellery. The company also produces consumer
electronics notably, kindle, fire tablets. Amazon also offers international shipping
to certain other countries for some of its products. In the year 2011, it had
professed an intention to launch its websites in poland, and sweden. In early june
2013, Amazon.com had launched their Amazon India marketplace without any
marketing campaigns. In july, 2013, Amazon had announced to invest $2 billion
(rs 12,000 crores) in India to expand business, after its largest Indian rival Flipkart
too had announced to invest$1 billion.

ACHIEVEMENTS IN E-COMMERCE:
On the mobile app side, Amazon had the fastest growing app download rate in
2015. In october alone, downloads increased 200 per cent. Amazon web traffic was
the highest in october as per comscore data, at 30 million visitors. The awards were
conferred at etailing India's flagship conference and exhibition 2014, an event that
brought together major stakeholders in the retail and e-commerce business in the
country. The "path-breaking debut of the year" award went to Amazon.in.

18
FAILURE:
Amazon starts using India post and screws up its delivery system in India. At the time
when the competition among online shopping portals in India is at its highest level
possible and each player is pooling in millions from funding’s and trying to beat each
other with never-before discounts and amazing services, Amazon has taken the worst
step ever possible. Amazon India has chosen India post as its primary delivery partner
and all “Amazon fulfilled” orders are now being shipped through India post. Anyone
who lives in India or has some experience with the postal system in India needs no
introduction about Indiapost.

ACQUISITIONS:
It’s no secret that e-commerce giant Amazon has been betting on India as one of its
next big markets outside the u.s. The company is not only investing capital in the
region, but also acquiring startups to help expand its presence in the country. On
tuesday, Amazon announced it had acquired Indian payments company emvantage
payments pvt. Ltd. Amazon did not disclose the acquisition amount. Similar to stripe
or paypal, emvantage allows online merchants to accept credit and debit cards

19
 CHAPTER-4
NEED FOR STUDY

20
 OBJECTIVES

 To understand and estimate the consumer perception and factors affecting

their behavior for choosing e-commerce sites.
 To understand tactics and methods that are used by e-commerce players to
grab the customers in India.
 To know how consumers are evaluating e-commerce sites for their purchases.

 To understand the work flow of Amazon and Flipkart which are leading in India.

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

sites and customers.
To find out new opportunities and to succeed in those procedures.

21
 CHAPTER-5

RESEARCH
METHODOLOGY

22
 Research Methodology

Data Collection methods

Primary data

 Field Survey

 Personal Interview (Questionnaire)

Secondary data

 Internet

 Company database

Research Area

 Kurnool

Questionnaires :

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

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

1.sample size

2.sample unit

3.sample procedure
23
Sampling unit: The sampling units for the study consisted of respondents from all walks
of life, either sex, different age groups, different income groups and so on, but all
residents of KURNOOL CITY.

Sampling Size: Sampling size is the number of people being surveyed . In my

research,100 consumers are my sample size.

Sampling procedure:

Sample random sample method has been adopted for study. In random sampling we

select a group of sample for study from a larger population.

Sample size:100 respondents

24
 LIMITATIONS

 There was so much confidential data for companies that are not exposed.
 Survey was restricted to particular age group because respondents willing to fill are
college students.
 Analysis was done based upon personal opinion of individually, not from any focus
group or experts.

25
CHAPTER-6

CONCEPTS

26
Logistics:-

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

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

FLIPKART

1. Delivery within two days.

2. Thirty days return policy.

3. Card swipe on delivery.

PROCEDURE

Flipkart team will map their supply chain end to end and know exactly how
many hours and minutes would it take for the item to reach from one step to next
In logistics, they needed to know the exact transport connection timings with their
transport time and reliability In fact, there were some airline partners which were
piloting their express delivery capabilities along with their pilot for in-a- day.
Airlines were even helping our partners grow. In the last mile logistics, they had to
ensure that the delivery is attempted within the promised time without fail and had
27
 dedicated field executives to guarantee thedelivery.
TECHNOLOGYUSED
To promise in-a-day guarantee to the customers, Flipkart developed a new
product called promise engine. This engine knew all about our fulfillment capabilities
and thus exactly where the item would be shipped from (depending on seller's
inventory location). Hence, it could calculate an accurate promise date for the
customer. This engine also needed to be able to provide multiple delivery speed
options to customers to choose from. Ekart spokesperson said: “the accurate address
data for both sellers and buyers will allow us to better schedule deliveries and
pickups.”

AMAZON
Amazon India, the company received 65 per cent orders from tier ii and iii
cities in 2015. To establish rural distribution centers in rural India, Amazon has been
training teams in packaging, checking shipments, tracking deliveries through a mobile
app, route planning to make deliveries on time etc. Many of these centers have
witnessed a five-fold increase in the number of deliveries. Amazon has a ‘service
partner’ programme too for last-mile delivery in remote areas. “budding entrepreneurs
in these areas act as Amazon.in’s local distribution network providers and create the
last-mile delivery footprint. This programme now covers more than 100 satellite
towns and tier ii and iii towns andvillages.
PROCEDURE
Amazon has set up a logistics company in India to deliver products directly to
consumers, opening a new front in the battle for top honours in the country's fast-
growing online retail industry.. More than 60% of our customers are eligible for next-

28
day shipping on products fulfilled by Amazon. While Amazon in developed markets
may not want to tweak its model for best selling goods, analysts said, it could
consider the made-in- India seller solution to cut down on warehousing and delivery
costs for thousands of “non-core” products which are offered, but infrequently
bought. “Amazon is becoming a lot more flexible about how it services its customers.

TECHNOLOGYUSED
Amazon.com inc said it has acquired Indian payments processor emvantage
payments pvt ltd for an undisclosed sum. Emvantage's employees will join Amazon's
India unit that will use the company's technology on its e-commerce website, Amazon
said in a statement. Online retailer Amazon.com inc.. Apart from irritating customers,
the features also caused the app to become very heavy in terms of taking up space on
smartphones. This was particularly problematic as a majority of Amazon’s current
and future customers will own low-end smartphones that offer limited storage space.
Clunky apps also don’t tend to work best on cheapsmartphones.

29
Marketing strategy

Behavioural& Psychographic are the segmentation strategies used by Flipkart to

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

Marketing mix of flipkart:

7 P’S OF MARKETING
Product

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

Price

 Special discount
 As shipping is within India the shipping cost reduces
 Seasonal discounts
30
  Free shipping
 For expensive products transit cost is borne by company

Place

 Tie ups with local vendors and courier firms (thereby avoiding octroi charges)
 Company owned warehouse in major cities near airport
 Trying to achieve minimum returns

Promotion

 SEO and SEM

 Word of mouth marketing
 TVC lately to encourage non-online shoppers
 More online marketing like FB, Twitter, linkedin

People

 Service people, Sales Clerks, Delivery drivers, Managers, Complaints department,

Accounting, Warranty people, Technical people, all work for the customer ease,
customer satisfaction and customer delight.

Packaging

 Different packaging for different product to ensure safe delivery

 Flipkart the name goes with the online cart
 Design and packaging is common so customers can relate it to the company

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Physical evidence

 Customers feel Flipkart is cheap, on time delivery, replacement; the online myth is
gradually eradicated
 Competitors see Flipkart as the market leader, with the acquisition of letsbuy.com
 General public want to try it once for its creative TVC is making people curious to
experience flipkart.

AMAZON :

SEGMENTATION

E-commerce giants like Amazon uses demographic & psychographics

segmentation to segment the markets. Amazon’s segmentation is based on actual
purchase behavior: not what people might have expressed interest in, but what they
actually didCustomer segmentation often involves creating personas who will buy in
a certain way & certain products.

MARKETINGSTRATEGY
In order to differentiate itself, company acquired many it & e-commerce start-
ups like pets.com, audible.com, junglee.com, imbd.com, zappos.com, woot etc.
Which helped them in providing high value to their customers using existing
technology of the acquired partners at low cost? Amazon has also achieved
economies of scale through extensive product offerings which includeelectronics,
toys and games, apparels, diy and many more. More than 50% of the consumers are
the repeat buyers at Amazon.com.

32
 Brand equity in the marketing strategy of Amazon:
From being merely an e-book provider to emerging as the 2ndlargest e-
commerce company in the world, Amazon.com has steadily increased its spending
on advertising and promotion to make its brand stronger and have a higher brand
equity. By april 2015, the brand of Amazon.com was worth us$ 176 billion. “a
brand for a company is like a reputation for a person. You earn reputation by trying
to do hard things. With more than 55% repeat buyers, the numbers tells everything
about the brand. It is among 13 world’s most valuable brand” (forbes list).

Competitive analysis in the marketing strategy of Amazon:

Short listing the competitors of Amazon depends on what business sector of
Amazon is being considered. Apple would be the largest competitor when
considering book or content related delivery such as books, movies, magazines,
and audio books. Walmart rakes in about $9 billion in internet sales, which
Amazon more than doubles in a quarter. In developing countries as well as in
developed, there are many local portals which give tough competition to Amazon.
For example – snapdeal, Flipkart are some of the competitors of Amazon.

Customer analysis in the marketing strategy of Amazon:

Amazon customers customers are professionals or businessmen who are
busy with their business/job & find it convenient to purchase anything online rather
than visiting the physical outlet in order to save time & money. Furthermore, the
customers might also be the ones who are searching for deals. Due to this, the
portal is known to have specific days where they give massive discounts to their

33
 buyers.

Product in the marketing mix of Amazon:

Amazon is an international ecommerce company, using connections to the

internet from various gadgets such as phones and tablets, to allow its customers to
browse and purchase products immediately. Once established into books, Amazon
quickly expanded to other products to maintain its presence in the market. Where
ebay is know for techie products, Amazon is known for knowledgeable products.

Place in the marketing mix of Amazon:

In the recent past, sites such as India plaza and allshcoolstuff were forced to
close due to the lack of trust when buying goods online. However, the brand image
of Amazon enables it to have a far and wide presence and the bottom line of the
company is enough to enable massive r&d efforts to secure the website. Amazon
has customer service bases in many of the countries where it has an online
presence, with most bases being located in the different states of the usa. Amazon
employees are friendly and relaxed.

Promotion in the marketing mix of Amazon:

While Amazon has broadcast television commercials, these are mostly in the
american market. Amazon uses mainly web based advertising, and they make some
use of billboard and smaller methods of advertising. Amazon also uses advertising
networks online so that whenever you check something on Amazon, you will see
an ad for the same thing somewhere else on some other website.

34
FLIPKART ADVERTISINGAGENCY:

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

AMAZON ADVERTISING AGENCY:

Orchard advertising India is Amazon India’s advertising agency. Orchard
advertising India highlights the benfits of shopping on Amazon.com with #
weIndians. Conceptualized and executed by orchard India and directed by
anuragkashyap, the one minute video shows Amazon as a reliable place to shop
from with original products, easy return policies and on-time delivery. The video
comes along with a song with lyrics by amitabhbhattacharya and music by
amittrivedi. #aurdhikhao to #trytohkar, #apnidukaan and now #weIndians are the
famous taglines used for Amazon India advertising.

35
 FLIPKART:

SWOT ANALYSIS:-

Strengths:

 Established consumer base

 Own distribution channel
 Good understanding of domestic markets
 Steady cash in-flow and investments

Weakness:
 Late entry into mobile space after entry of Amazon
 Fewer innovations compared to competitors
 Future profitability since focus is more on expanding consumer base

Opportunities:
 Global markets through Mergers and Acquisitions
 Growing online shopping
 Growing smart phones and mobile shopping

Threats:
 Amazon, Amazon and Amazon
 Other competitors like Homeshop18
36
 Amazon:

SWOT Analysis:

Strengths:
 Global leader
 Strong brand value
 Experience for almost a decade
 Input of cash from profits from other parts of worlds

Weakness:
 Takes time to understand local markets
 Operates at low margins
 Depends on local distributors

Opportunities:
 Innovations like In-a-day delivery
 Setting up physical stores

Threats:
 Strong local competition
 Relaxation of FDI allows more competition
 Government policies
37
 CHAPTER-7
DATA ANALYSIS

38
 1. Have you ever done online shopping ?

Factors No. of Respondents Percentage

Yes 72 72%
No 28 28%
Total 100 100

Online Shopping

No
28%

Yes
72%

Interpretation:

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

39
 2. How often do you shop online ?

Factors No. of Respondents Percentage

Once in a Month 48 48%

Once in Two Months 22 22%

More Frequently 24 24%

More Often 6 6%

Total 100 100

How often do you shop online

More Often
6%

More frequesntly
24% Once in a month
48%

Once in two months

22%

Interpretation :

According to the survey the above table indicate that 48% of respondents shop
online once in a month, 22 % shop online once in two months, 24 % of respondents shop
online more frequently and 6 % of respondents shop online more often .
40
 2. Which online site will you prefer ?

Factors No.of Respondents Percentage

Flipkart 35 35%
Amazon 35 35%
Snapdeal 20 20%
Paytm 10 10%
Total 100 100

Most Preferred Online Shopping Sites

Paytm
10%
Flipkart
Snapdeal 35%
20%

Amazon
35%

Interpretation :

41
 From the above table we can conclude that 35% of respondents prefer Flipkart ,
35% of respondents prefer Amazon, 20%of respondents prefer Snapdeal and 10% of
respondents prefer Paytm.

3. How do you make Payments when Shopping Online ?

Factors No. of Respondents Percentage

Debit Card 30 30%
Credit Card 40 40%
Cash On Delivery 20 20%
Third Party 10 10%
(Paytm,Paypaletc )
Total 100 100

Types of Payment in Online Shopping

Third party
10%

Cash on delivery Debit card

20% 30%

Credit card
40%

42
Interpretation :

Above table indicate that 30% of respondents payments through Debit card,40% of
respondents pay through Credit card, 20% of respondents pay through Cash on deliver
and The remaining 10% pay through Third Party.

43
5.Which online service is more satisfied in terms of products, customer care and
delivery service ?

factors No. of respondents percentage

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

Most satisfied delivery services

70%
60%
60%

50%

40%

30%
20% 20%
20%

10%

0%
reffered by friends advertisements online reviews

Interpretation:

Above table we can conclude that 40% respondents are satisfied with
flipkart,40% respondents are satisfied with amazon and 20% are satisfied with snapdeal.
44
 6. How do you choose online shopping site?

factors No.of respondents percentage

Reffered by friends 60 60%

Advertisements 20 20%

Online reviews 20 20%

Total 100 100

online shopping sites

70%
60%
60%

50%

40%

30%
20% 20%
20%

10%

0%
reffered by friends advertisements online reviews

Interpretation:

From the above table we can conclude that 60% of the respondents are reffered by
friends,20% of respondents are influenced by advertisements and 20% of respondents are
online reviews.
45
7.In terms of pricing, with which online shopping site you are satisfied?

factors No.of respondents percentage

Flipkart 30 30%
Amazon 30 30%
Snapdeal 20 20%
Paytm 12 12%
Others 8 8%
Total 100 100

Online shopping

8%

12% 30% Flipkart

Amazon
Snapdeal
20% Paytm
Others
30%

Interpretation:
From the above table we can analyse that 30% of respondents are satisfied
with flipkart , 30% of respondents are satisfied with amzon , 20% of respondents
are satisfied with snapdeal, 12% of respondents are satisfied with paytm and 8% of
respondents are satisfied with others.
46
8. On which occasions do you make purchase?

Factors No.of respondents percentage

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

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

25%

20%

15%
10%
10%

5%

0%
festivals Gifts Offers Weddings

Interpretation:

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

47
9. Does promotional activities impact your purchasing decision?

Factors No.of respondents percentage

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

Promotional activities
70%
60%
60%

50%

40%

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

0%
Strongly agree Agree Disagree Strongly disagree

Interpretation:

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

48
of respondents are disagree with purchasing decision and 10% of respondents are strongly
disagree.

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

Factors No.of respondents percentage

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

Problems faced on online shopping

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

Interpretation:

From the above graph we can conclude that 30% of respondents are facing problem
in delay in delivery, 20% of respondents are facing problem on product damage, 40% of

49
respondents are facing problem on cheap quality of product and 10% of respondents are
facing problem on non devlivery.

11. customer assistance after purchase from flipkart is good?

Factors No.of respondents percentage

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

Customer assitance on flipkart

60%
50%
50%

40%

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

0%
Strongly agree Agree Neither agree nor Disagree
disagree

Interpretation:
50
 From the above graph we can conclude that 30% of respondents are strongly agree to
purchase flipkart goods, 40% of respondents are agree to purchase flipkart goods, 20% of
respondents are neither agree nor disagree to purchase flipkart goods and 10% of
respondents are disagree to purchase flipkart goods.

51
12.Customer assistance after purchase from Amazon is good?

Factors No.of respondents percentage

Strongly agree 20 20%
Agree 50 50%
Neither agree nor disagree 20 20%
Disagree 10 10%
Total 100 100

Customer assistance on amazon

60%
50%
50%

40%

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

0%
Strongly agree Agree Neither agree nor Disagree
disagree

Intrerpretation:

From the above table we can analyzed that 20% of respondents are strongly agree
to purchase amazon goods, 50% of respondents are agree to purchase amazon goods,

52
20% of respondents are neither agree nor disagree to purchase amazon goods and 10% of
respondents are disagree to purchase amazon goods.

53
 CHAPTER-8

FINDINGS
AND
SUGGESTIONS

54
FINDINGS

 Female respondents are showing more interest to do online shopping than

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

 Flipkart is trying very hard to reach the top position but Amazon India is
giving very tough competition.
 Amazon is leading in every aspect of survey such as price, preferred and
also suggesting to friends.
 Paytm have to take care of its products and customer service because of its
cheap product quality and less variety of products making it loose
customers.
 Every age group people are interested in offers, if they are in need or not
they want to purchase.

55
 SUGGESTIONS

1) Flipkart is performing ok but not good enough.

2) There are so many cases where people felt that packing might have been better
than this. Either it may be big or small / expensive or not product has to be treated
with care.
3) Some of the products mostly apparel’s are turning out with original cover of
supplier, which shows negligence of them.
4) In this issue Amazon made a mark among us, because whatever the product is
their packing will obviously safe and secure.

56
CHAPTER-9
CONCLUSION

57
CONCLUSION

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

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

new company when compared to Amazon. May be it takes some time to overcome,
but definitely they are doing very well in Indian e-commerce market.

58
CHAPTER-10
ANNEXURE

59
 Questionnaire

Name:

Gender:

Occupation:

1. Have you ever done online shopping

a) Yes
b) No

2. How often do you shop online

a) Once in month
b) Once in two month
c) More frequently
d) More often

3. Which online site will you prefer?

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

4. How do you make payments when shopping online

a) Debit Card
b) Credit Card
c) Cash On Delivery
d) Third Party ( Paytm Wallet, Paypaletc )
60
5. Which online service is more satisfied in terms of products, customer care and
delivery service
a) flipkart
b) Amazon
c) Snapdeal
6. How do you choose online shopping site

a) Referred by friends
b) Advertisements

c) Online reviews

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

8. On which occasions do you make purchase?

a) festivals
b) gifts
c) offers
d) weddings
9. Does promotional activities impact your purchasing decision
a) Strongly agree
b) Agree
c) Disagree
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 d) Strongly Disagre

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

b) Product damage d. Non delivery

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

b) Agree

c) Neither Agree nor Disagree

d) Disagree

e) Strongly Disagree

12. Customer assistance after purchase from Amazon is good

a) Strongly agree

b) Agree

c) Neither Agree nor DisAgree

d) Disagree

e) Strongly Disagree

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

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

62
Bibliography

BOOKS:
Marketing management by Philip kotler

Magazines

 Business India

Websites

www.google.com

www.ril.com

www.wikipedia.com

www.facebook.com/mazon/flipkart.

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