E-

commer
ce

Apr
ojec
ton
E-
COMMERCE
Submi
tt
edi
nthepar
ti
alf
ul
fi
l
lmentoft
her
equi
rementf
orqual
i
fyi
ng

Bac
hel
orsofF
inanci
alMar
ket
s
(SemesterⅥ)

Of

Uni
ver
sit
yofMumbai

Submi
tt
edby
:

Bhavi
kaLokhande

Pr
ojec
tGui
de:

Pr
of.Ekt
aSi
ngh

Rol
lNo.25

Vi
vekanandColl
egeofArts
,Sci
ence&Commer
ce
Si
ndhiSoc
iet
y,Chembur–71

F
orAc
ademi
cYear201
9-20
1
 E-
commer
ce

DECLARATI
ON

I
her
ebydec
lar
ethatt
hisr
epor
tti
tl
ed“
E-Commer
ce”f
ort
heac
ademi
cyear201
9-2020.

T
hepr
ojec
tisar
ecor
dofi
ndependentwor
kcar
ri
edoutbymeundert
hegui
danc
eand

s
uper
vis
ionofPr
of.Ekt
a Si
ngh,t
owar
dst
hepar
ti
alf
ul
fi
l
lmentofr
equi
rementf
ort
he

Bac
hel
orofCommer
ce(
Fi
nanc
ial
Mar
ket
)degr
eec
our
seUni
ver
sit
yOfMumbai
.

I
fur
therdec
lar
ethatt
hisPr
ojec
tRepor
tist
her
esul
tofmyownef
for
tsandt
hati
thas

notbeen s
ubmi
tt
edt
oanyot
heruni
ver
sit
yori
nst
it
utef
ort
heawar
dofadegr
eeor

di
pl
omaoranyot
hers
imi
l
art
it
leofr
ecogni
ti
on.

2
 E-
commer
ce

CERTI
FI
CATE

T
hisi
stoc
ert
if
ythatMi
ssBhavi
kaLokhandeSt
udentofT
.Y.
B.Com(
Fi
nanc
ial
Mar
ket
)

Semes
terⅥ ofVi
vekanand Col
l
egeofAr
ts,Sc
ienc
eAndCommer
cehass
ucc
ess
ful
l
y

c
ompl
etedt
hepr
ojec
ton“
E-COMMERCE”undert
hegui
danc
eofPr
of.Ekt
aSi
nghf
or

t
heac
ademi
cyear
201
9-2020

Pr
ojec
tGui
de Pr
inc
ipal

(
Prof
.Ekt
aSi
ngh) (
Dr.(
Mrs
.)Ani
takanwar
)

Cour
seCo-
ordi
nat
or Col
l
egeSeal

(
Prof
.Sangeet
aBhat
tac
har
ya)

Ex
ter
nal
Exami
ner

3
 E-
commer
ce

ACKNOWLEDGEMENT

I
tgi
vesmei
mmens
epl
eas
uret
osubmi
tthi
spr
ojec
trepor
tent
it
le"E-
Commer
ce"
.

I
havet
ri
edt
omyl
evel
bes
ttor
epr
esentt
hist
opi
ctot
hepoi
ntf
ramewor
k.

I
wis
htoex
pres
smys
inc
eret
hankswi
thpr
ofoundgr
ati
tudet
omyGui
dePr
of.

Mr
s.Ekt
aSi
nghf
orherval
uabl
egui
danc
eandc
ons
tantEnc
our
agementwi
thoutwhi
chi
t

woul
dhavebeeni
mpos
sibl
eforme.

Iwoul
dli
ke t
o ex
tend mys
inc
ere and t
rue t
hankst
o Pr
of.Mr
s.Sangeet
a

Bhat
tac
har
ya ,
HODBF
M ands
taf
fmember
sforgi
vi
ngmet
heBes
toft
hei
rknowl
edge

andgui
danc
e.I
amal
sot
hankf
ult
oal
lmyf
ri
endsF
ort
hei
ras
sis
tanc
eandhel
p.

T
hankYou.

4
 E-
commer
ce

OBJECTI
VEOFTHEPROJECT

T
hispr
ojec
thasbeenunder
takent
oshar
emyex
per
ienc
eonE-
Commer
cewel
las

t
oenhanc
emyunder
standi
ngoft
hisf
asc
inat
ings
ubj
ectbydoi
ngs
omes
tudy&r
esear
ch.

T
hepr
ojec
tex
plai
nst
hemeani
ngofE-
commer
cei
ndet
ail
,i
tshi
stor
y,andmany

mor
e.I
tal
soai
msatunder
standi
ngI
mpac
tofE-
commer
cei
nIndi
anec
onomy
.Thr
oughmy

r
esear
ch,
Ihavet
ri
edt
ost
udywhower
einvol
vedi
nthes
ecas
es,
howt
hei
ttookpl
ace.

Over
all
obj
ect
iveoft
hepr
ojec
tist
ounder
standaboutt
heE-
commer
ce.T
he

ul
ti
mat
eobj
ectofmyr
esear
chi
stomakei
tpos
sibl
etopr
edi
ctt
hathowt
hei
ni
ti
al
is
ati
onof

E-
Commer
cet
ookpl
ace.

5
 E-
commer
ce

TABLEOFCONTENTS

CHAPTER1
–

I
NTRODUCTI
ON

1
.Int
roduc
ingTheTopi
c

2.NeedOfTheSt
udy

3.Li
ter
atur
eRevi
ew

4.Obj
ect
iveOfTheSt
udy

5.Li
mit
ati
onOfTheSt
udy

6.Resear
chMet
hodol
ogy

CHAPTER2–

CONCEPTUALFRAMEWORK

1
.Def
ini
ti
on

6
 E-
commer
ce

2.Feat
uresAdvant
agesAndDi
sadvant
ages

3.Br
iefI
ntr
oduc
tionOfF
li
pkar
t

CHAPTER3

1
.Dat
aAynal
sisAndFi
ndi
ng

CHAPTER4–

1.
Conc
lus
ionsAndRec
ommendat
ions

7
 E-
commer
ce

CHAPTER -1

I
NTRODUCTI
ON

I
NTRODUCI
NGT
HET
OPI
C–

E-COMMERCE

Al
thought
het
ermse-
commer
ceande-
busi
nessar
eof
tenusedi
nter

c
hangeabl
y,t
her
ear
edi
ff
erenc
es.E-commer
cei
sthebuyi
ngandsel
l
ingof

goodsand ser
vic
esont
heI
nter
netorot
herc
omput
ernet
wor
k.Anybr
ick

andmor
tarst
orec
anbec
omeane-commer
cebusi
nessbyaddi
ngavi
rt
ual

st
oref
rontwi
thanonl
i
nec
atal
ogue.I
nmostc
ases,
e-busi
nessr
efer
s

excl
usi
vel
ytoI
nter
netbusi
nesses,
buti
tmayal
sor
efert
o anybusi
nesst
hat

usesI
nter
nett
echnol
ogyt
oimpr
ove pr
oduc
tivi
tyand pr
ofi
tabi
l
ity.

8
 E-
commer
ce

E-BUSI
NESS

Busi
nesst
ransac
tionst
hati
nvol
vet
he exc
hange ofmoneyar
ecover
edby

t
het
erm E-Commer
ce.E-
busi
nessi
ncl
udesal
laspec
tsofr
unni
ng a busi
ness

t
hat sel
l
s goodsandser
vic
es,
inc
ludi
ng mar
ket
ing,
ear
ningandr
etai
ning

c
ust
omer
s,pr
ocur
ement
,devel
opi
ng busi
nesspar
tner
sandcust
omereduc
ati
on.

I
nor
dert
obesuc
cessf
ul,e-commer
ceand E-
Busi
nesses musthave qual
i
ty

st
oref
ront
sthatar
esi
mpl
etonavi
gat
eandper
use,
wit
hac
cur
ateandt
hor
ough

c
atal
oguei
nfor
mat
ion.E-
busi
nessbec
ameanext
ensi
onofE-
Commer
cet
o

enc
ompassal
laspec
tsofbusi
nessest
hatf
unc
tiononl
i
ne.E-
busi
nessi
nvol
vese-

commer
ce,
butE-
Commer
cedoesnotc
overal
las
pec
tsof E-
Busi
nes
s.

BUSI
NESSMODELS

E-
Commer
ceorEl
ect
roni
csCommer
ce busi
ness model
s c
an gener
all
ybe

c
ategor
izedi
nthef
oll
owi
ngc
ategor
ies:
-

 Busi
ness-t
o-Busi
ness(
B2B)

 Busi
ness-t
o-Consumer(
B2C)

 Consumer-t
o-Consumer(
C2C)

 Consumer-t
o-Busi
ness(
C2B)
9
 E-
commer
ce

 Busi
ness-t
o -Government(
B2G)

 Government-t
o -Busi
ness(
G2B)

 Government-t
o-Ci
ti
zen(
G2C)

Busi
ness-t
o-Busi
ness(
B2B)

Webs
itef
oll
owi
ngB2Bbus
ines
smodel
sel
l
sit
spr
oduc
ttoani
nter
medi
atebuyer

whot
hensel
l
sthepr
oduc
ttot
hef
inal
cust
omer.Asanexampl
e,awhol
esal
er

pl
acesanor
derf
romac
ompany'
swebsi
teandaf
terr
ecei
vingt
hec
onsi
gnment
,

sel
l
stheendpr
oduc
ttof
inal
cust
omerwho c
omest
obuyt
he pr
oduc
tat

whol
esal
e'sr
etai
lout
let
.

1
0
 E-
commer
ce

Busi
ness-t
o-Consumer(
B2C)

Websi
te f
oll
owi
ng B2C busi
ness model sel
l
s i
ts pr
oduc
t di
rec
tlyt
oa

c
ust
omer.A c
ust
omerc
an vi
ew pr
oduc
ts shown on t
he websi
teofbusi
ness

or
gani
zat
ion. The c
ust
omer c
an c
hoose a pr
oduc
t and or
dert
he same.

Websi
tewi
l
lsend a not
if
icat
ion t
othe busi
ness or
gani
zat
ion vi
a emai
l and

or
gani
zat
ion wi
l
ldi
spat
cht
hepr
oduc
t/goodst
othecust
omer.
1
1
 E-
commer
ce

Consumer-t
o-Consumer(
C2C)

Websi
tef
oll
owi
ng C2Cbusi
nessmodelhel
psc
onsumert
osel
lthei
rasset
s

l
i
ker
esi
dent
ialpr
oper
ty,c
ars,mot
orc
ycl
eset
c.orr
entar
oombypubl
i
shi
ng

t
hei
rinf
ormat
ionont
he websi
te.Websi
temayormaynotc
har
get
hec
onsumer

f
ori
tsser
vic
es.Anot
herc
onsumermayoptt
o buyt
he produc
toft
he f
ir
st

c
ust
omerbyvi
ewi
ngt
hepost/adver
tisementont
hewebsi
te.

1
2
 E-
commer
ce

Consumer-t
o-Busi
ness(
C2B)

I
nthi
smodel
,ac
onsumerappr
oac
heswebsi
teshowi
ngmul
ti
plebusi
ness

or
gani
zat
ionsf
orapar
ti
cul
arser
vic
e.Consumerpl
acesanest
imat
eofamount

he/she want
sto spend f
orapar
ti
cul
arser
vic
e.Forexampl
e,c
ompar
isonof

i
nter
estr
atesofper
sonal
loan/c
arl
oanpr
ovi
ded byvar
iousbanksvi
a

websi
te.Busi
nessor
gani
zat
ionwhof
ulf
il
l
sthec
onsumer
'srequi
rementwi
thi
n

spec
ifi
ed budgetappr
oac
hest
he c
ust
omerand pr
ovi
desi
tsser
vic
es.
1
3
 E-
commer
ce

Busi
ness-t
o-Gover
nment(
B2G)

B2Gmodel
isavar
iantofB2Bmodel
.Suc
hwebsi
tesar
eusedby

gover
nmentt
otr
adeandexchangei
nfor
mat
ionwi
thvar
iousbusi
ness

or
gani
zat
ions.Suc
hwebsi
tesar
eac
credi
ted byt
hegover
nmentandpr
ovi
dea

medi
um t
obusi
nessest
osubmi
tappl
i
cat
ionf
ormst
othegover
nment
.

1
4
 E-
commer
ce

Gover
nment
-to-Busi
ness(
G2B)

Gover
nment uses B2G modelwebsi
te t
o appr
oac
h busi
ness

or
gani
zat
ions. Suc
h websi
tes suppor
t auc
tions, t
ender
s and appl
i
cat
ion

s
ubmi
ssi
onf
unc
ti
onal
i
ti
es.

1
5
 E-
commer
ce

Gover
nment-t
o-Ci
ti
zen(
G2C)

Gover
nmentusesG2C model
websi
tet
oappr
oac
hci
ti
zen i
ngener
al.

Suc
hwebsi
tessuppor
tauc
tionsofvehi
cl
es,
mac
hiner
yoranyot
her mat
eri
al
.

Suc
hwebsi
te al
so pr
ovi
des ser
vic
esl
i
ker
egi
str
ati
onf
orbi
rt
h,mar
ri
ageor

deat
hcer
tif
icat
es.Mai
nobj
ect
ivesofG2Cwebsi
tear
etor
educ
eaver
aget
ime

f
orf
ulf
il
l
ingpeopl
erequest
sforvar
iousgover
nmentser
vic
es.

1
6
 E-
commer
ce

NEEDOFTHESTUDY(
E-COMMERCE)

1
. Expl
oit
ati
onOfNewBusi
ness

Br
oadl
y speaki
ng,el
ect
roni
c commer
ceemphasi
zest
hegener
ati
onand

expl
oit
ati
onofnewbusi
nessoppor
tuni
ti
es.

2
. Enabl
i
ngTheCust
omer
s

El
ect
roni
cCommer
cei
senabl
i
ngt
hec
ust
omert
ohave ani
ncr
easi
ngsay

i
n whatpr
oduc
tsar
emade,how pr
oduc
tsar
emade and how ser
vic
esar
e

del
i
ver
ed movementf
rom asl
ow or
der f
ulf
il
l
ment pr
ocess wi
th l
i
ttl
e

under
standi
ng ofwhati
staki
ng pl
acei
nsi
de t
he f
ir
m,t
oa f
ast
erand open

pr
ocesswi
thc
ust
omer
shavi
nggr
eat
erc
ont
rol
.

3
. I
mprovementOfBusi
nessTr
ansact
ion

El
ect
roni
cCommer
ceendeavor
stoi
mpr
ovet
heexec
uti
onofbusi
ness

t
ransac
tionovervar
iousnet
wor
ks.

4
. Ef
fect
ivePerf
ormance

I
tleadst
o mor
e ef
fec
ti
ve per
for
manc
ei.
e.bet
terqual
i
ty,gr
eat
erc
ust
omer

1
7
 E-
commer
ce

s
ati
sf
act
ionandbet
terc
orpor
atedec
isi
onmaki
ng.

5
. Gr
eat
erEconomi
cEf
fi
ciency

Wemayac
hievegr
eat
erec
onomi
c ef
fi
ci
enc
y(l
owerc
ost
)andmor
erapi
d

exc
hange (
high speed,ac
cel
erat
ed,orr
eal
-ti
mei
nter
act
ion)wi
tht
hehel
pof

el
ect
roni
ccommer
ce.

6
. Execut
ionOfI
nfor
mat
ion

I
t enabl
es t
he exec
uti
on ofi
nfor
mat
iont
ransac
tionsbet
weent
woormor
e

par
ti
es usi
ng i
nter
-connec
ted net
wor
ks.These net
wor
ks c
an be a

c
ombi
nat
ion of ‘
Plai
n Ol
d Tel
ephoneSyst
em’(
POTS)
,Cabl
eTV,l
easedl
i
nesand

wi
rel
ess.I
nfor
mat
ion based t
ransac
tionsar
ecr
eat
ingnewwaysofdoi
ng busi
ness

andevennewt
ypesofbusi
ness.

7
. I
ncor
por
ati
ngTansact
ion

El
ect
roni
c Commer
ce al
so i
ncol
l
rat
es t
ransac
tion management
,whi
ch

or
gani
zes,r
out
es, pr
ocesses and t
rac
ks t
ransac
tions. I
tal
so i
ncl
udes

c
onsumer
smaki
ng el
ect
roni
c payment
s and f
undst
ransf
ers.

8
. I
ncr
easi
ngOfRevenue

1
8
 E-
commer
ce

F
irm us
etec
hnol
ogy t
o ei
therl
oweroper
ati
ng c
ost
s ori
ncr
eas
erevenue.

El
ect
roni
c Commer
ce has t
he Pot
ent
ial t
o i
ncr
easer
evenuebyc
reat
ing

new mar
ket
sforol
dpr
oduc
ts,c
reat
ingnew i
nfor
mat
ion-
basedpr
oduc
ts,and

est
abl
i
shi
ng new ser
vic
edel
i
ver
ychannel
stobet
terser
veandi
nter
actwi
th

c
ust
omer
s.Thet
ransac
tionmanagementaspec
tofel
ect
roni
ccommer
cec
an

al
soenabl
efi
rmst
oreduc
eoper
ati
ngc
ost
sby enabl
i
ng bet
terc
oor
dinat
ioni
n

t
hesal
es,pr
oduc
tionanddi
str
ibut
ionpr
ocessesandt
oconsol
i
dat
eoper
ati
ons

ar
idr
educ
eoverhead.

9
. Reduct
ionOfFr
ict
ion

El
ect
roni
cCommer
cer
esear
chand i
tsassoc
iat
edi
mpl
ement
ati
onsi
sto

r
educ
ethe “
fri
cti
on”i
nonl
i
net
ransac
tionsf
ri
cti
onsi
sof
ten desc
ribed i
n

ec
onomi
csast
ransac
tionc
ost
.Itc
anar
isef
rom i
nef
fi
ci
entmar
ketst
ruc
tur
esand

i
nef
fi
ci
entc
ombi
nat
ionsoft
he t
echnol
ogi
calac
tivi
ti
es r
equi
red t
o make a

t
ransac
tion.Ul
ti
mat
ely,t
he reduc
tionoff
ri
cti
on i
n onl
i
necommer
cewi
l
lenabl
e

smoot
hert
ransac
tionbet
ween buyer
s,i
nter
medi
ari
esandsel
l
ers.

1
0
. Faci
l
itat
ingOfNetwor
kFor
m

El
ect
roni
cCommer
cei
sal
soi
mpac
ting busi
nesst
o busi
nessi
nter
act
ions.

1
9
 E-
commer
ce

I
tfac
il
it
atest
henet
wor
kfor
m ofor
gani
zat
ionwher
esmal
lfl
exi
blef
ir
msr
elyon

ot
her

par
tner,c
ompani
esf
orc
omponentsuppl
i
esandpr
oduc
tdi
str
ibut
iont
o

meetc
hangi
ngc
ust
omer demand mor
e ef
fec
tivel
y.Henc
e, an endt
oend

r
elat
ionshi
pmanagement sol
uti
oni
sadesi
rabl
e goal t
hat i
sneeded t
o

managet
he c
hai
n of net
wor
ks l
i
nki
ng c
ust
omer
s,wor
ker
s,suppl
i
ers,

di
str
ibut
orsandevenc
ompet
itor
s.Themanagementof"
onl
i
net
ransac
tions"i
n

t
hesuppl
ychai
nassumesac
ent
ral
rol
l
.

1
. Faci
l
itat
ingForOr
gani
zat
ionalModel

I
tisf
aci
l
itat
ingan or
gani
zat
ionalmodelt
hat i
sfundament
all
ydi
ff
erent

f
rom t
he past
.Iti
s a c
ont
rol or
gani
zat
ion t
o t
hei
nfor
mat
ionbased

or
gani
zat
ion.The emer
ging f
orms of t
echno-
organi
zat
ional st
ruc
tur
e

i
nvol
ve c
hanges i
n manager
ialr
esponsi
bil
i
ties,c
ommuni
cat
ionand

i
nfor
mat
ionf
lowsand wor
kgr
oupst
ruc
tur
es.

20
 E-
commer
ce

LI
TERATUREREVI
EW

Sever
alr
esear
cher
s havec
arr
iedoutst
udi
es i
nthei
ref
for
ttoexami
ne

c
onsumer
s‘onl
i
ne buyi
ng behavi
or. For exampl
e, Bel
l
manet
al (
1999)

i
nvest
igat
ed var
ious pr
edi
ctor
sfor whet
her ani
ndi
vidual
wil
lpur
chaseonl
i
ne.

Theseaut
hor
sconc
luded t
hatdemogr
aphi
cvar
iabl
es,suc
hasi
ncome,educ
ati
on

andage,haveamodesti
mpac
tont
hedec
isi
on of w het
her t
o buy onl
i
ne,

wher
eas t
he most i
mpor
tantdet
ermi
nantofonl
i
ne shoppi
ng was pr
evi
ous

behavi
or,suc
h as ear
li
eronl
i
nepur
chases.Thi
sisc
onsi
stent wi
thForr
est
er

Resear
ch whi
ch pr
oved t
hat demogr
aphi
cfac
tor
s donothavesuc
hahi
gh

i
nfl
uenc
eont
echnol
ogyast
hec
onsumer
s‘at
tit
udesdo (
Modal
,2000)
.St
einf
iel
d

and Whi
tten (
1999)suggest
ed t
hat t
he c
ombi
nat
ion of t
he I
nter
net
, pl
us

physi
calpr
esenc
e,pr
ovi
desmor
e oppor
tuni
ti
est
ocapt
ure busi
ness t
han t
he

onl
i
ne-onl
y pr
esenc
e,bec
ause t
hey c
an provi
de bet
ter pr
e-pur
chase and

post
-sal
esser
vic
est
olowerc
onsumert
ransac
tion c
ostandbui
l
dtr
usti
nonl
i
ne

st
ores.However,i
tis wor
thment
ioni
ng t
hatbel
i
efs and at
tit
udes t
hatar
e

f
ound i
nthe st
agepr
iort
othe adopt
ionofe-commer
cear
edi
ff
erentt
othosei
n

t
he-post
-adopt
ionalst
age(
Gef
fenet
al,2003;Venkat
eshandBr
own,2001
;Yuet
al,

2005.
)

21
E-
commer
ce

22
 E-
commer
ce

Obj
ect
iveofst
udy

1
.Tof
indt
he f
act
orst
hatl
eadsawebsi
te usert
oret
urnt
oor

r
ecommendt
hewebsi
teF
li
pkar
t.c
om

2.To di
scovert
he keyf
act
orst
hati
nfl
uenc
e onl
i
nebuyi
ng behavi
orof

c
onsumer
sinI
ndi
a

3.Toi
dent
if
ywhoar
etheonl
i
neshopper
sint
ermsofdemogr
aphy.

4.Tounder
standt
hec
ust
omerawar
enessonF
li
pkar
t.c
om

5.Todet
ermi
net
hef
act
orsr
esponsi
blef
orc
ust
omersat
isf
act
ion.

23
 E-
commer
ce

LI
MITATI
ONSOFTHESTUDY

Nor
esear
chi
scompl
ete wi
thoutadmi
tti
ng t
hel
i
mit
ati
ons t
hatwas f
aced

whi
l
econduc
ting a st
udy whi
ch wi
l
lcont
ribut
etopr
esentl
ear
ning.Thi
sst
udy

t
ool
i
ket
heot
her
shavec
ert
ainc
onst
rai
nswhi
chhasbeendi
scussedbel
ow.

 Thest
udywasr
est
ric
ted t
oBangal
orec
ityonl
y.

 Thest
udyi
smai
nlyc
onc
ent
rat
edonF
li
pkar
t.c
om.

 Thesampl
e oft
he si
ze wi
l
lbel
i
mit
edt
oti
meandr
esour
ces.
The

i
nfor
mat
ionwi
l
lbec
oll
ect
ed val
i
d unt
ilt
her
eisno anyt
echni
cal
change

oranyi
nnovat
ion.

 Ther
esul
tisassumi
ngt
hatr
espondent
shavegi
venac
cur
ate

i
nfor
mat
ion.

24
 E-
commer
ce

RESEARCHMETHODOLOGY

AREAOFSTUDY–

B2Cmodel
ofE-Commer
cet
aki
ngt
heexampl
eofwww.
fl
i
pkar
t.c
om whi
chi
s

ourc
ase st
udyof t
hispr
ojec
tper
tai
ningt
ooneof t
he model
s(B2C) of E-

Commer
ce and t
hemai
ncr
uxoft
hisst
udywi
l
lbet
oseehowwww.
fl
i
pkar
t.c
om has

ut
il
izedt
heB2CModel
tor
evol
uti
oni
zeE-Commer
cei
nIndi
a.

The Or
gani
zat
ion, whi
ch Ihave sel
ect
ed f
or my St
udy, i
s

“
Fli
pkar
t.c
om”an Emer
ging I
ndi
anonl
i
ne megast
ore.Iwoul
d be st
udyi
ng t
he

st
rat
egi
est
hatt
hepor
talhaveusedt
oat
trac
tIndi
anmasses,soast
o gi
ve t
hem

t
he t
otal onl
i
ne shoppi
ng exper
ienc
e,t
he por
talof
fer
san uni
que st
rat
egy

t
owar
dst
hemasses t
o makepaymentmodesl
i
ke Cash& Car
d on del
i
ver
y,w

hi
chi
nvar
iabl
yhel
pst
hemassest
o avoi
dthe hassl
e ofmaki
ng onl
i
nepayment
s,

ast
hec
redi
tcar
d penet
rat
ioni
nIndi
a

25
 E-
commer
ce

i
sver
ylow,
&peopl
e ar
erel
uct
antt
omakeonl
i
ne payment
smor
etodowi
tht
he

I
ndi
anspsyc
he.Si
nce por
tal
sar
egi
vi
ng acust
omi
zedof
fer
ingt
othemassesi
.
er

i
tef
rom t
he wi
derpr
oduc
tpor
tfol
i
otopaymentopt
ions,
itsmaki
ngver
y

c
onveni
entf
ort
heuser
stohave aonl
i
neshoppi
ng exper
ienc
e hassl
efr
ee.F

l
i
pkar
thasf
oll
owed t
he same busi
ness modelas ofAmazon.
com,i
.
est
art
ing

f
romsel
l
ingbookst
her
efor
ewec
anc
alli
tas“Fl
i
pkart-TheAmazonofI
ndi
a“,

howeverF
li
pkar
tisnowRegi
onal
basedE-busi
nesspor
tal
i.
eonl
ytar
get
ingI
ndi
an

Mar
ket
.Mor
eInt
erest
ingi
sthat
,themi
ndst
hatwor
kedt
ost
artF
li
pkar
tar
eal
so

t
heEx.AmazonEmpl
oyees.

F
li
pkar
t.c
om i
san I
ndi
an based e-
commer
cec
ompanyst
art
ed byBi
nny

BansalandSac
hinBansal
,who pr
evi
ousl
ywor
kedatAmazon.
com.Postt
hei
r

exper
ienc
e,t
heyvent
uredi
ntoasi
mil
are busi
nessi
deaandl
aunc
hedi
tinI
ndi
a.

F
li
pkar
t.c
om wor
ks wi
tht
he ai
m ofmaki
ng pr
oduc
ts and goods easi
l
y

avai
l
abl
e at t
he doorst
epsofanyone who has I
nter
net ac
cess.

F
li
pkar
t.c
om st
art
ed of
ffr
om sel
l
ing booksi
n2007,based i
nBangal
ore,and

ent
eredt
henc
onsumerel
ect
roni
csc
ategor
y wi
tht
hel
aunc
hofmobi
l
ephones,

i
nSept
ember201
0.Si
ncet
heni
tkepton addi
ngmor
enewpr
oduc
tsc
ategor
ies

i
ncl
udi
ng books, mobi
l
es,c
omput
ers,c
amer
as,home&el
ect
roni
cgadget
s&

26
 E-
commer
ce

appl
i
anc
es,I
naddi
ti
ont
othesever
yRec
ent
ly,
Fli
pkar
t.c
omhasal
sowi
denedi
ts

f
oraybyent
eri
ngi
ntot
heemer
gingdi
git
alc
ont
ent

mar
ketwi
tht
her
ecentl
aunc
hofF
ly,t
hedi
git
almusi
cst
ore&i
sst
il
lcont
inui
ng

t
oenl
argei
tspr
oduc
tpor
tfol
i
o.I
ti
snowoneoft
hel
eadi
nge-commer
cepl
ayer
sin

I
ndi
a,c
urr
ent
lyr
ankedno.
1onl
i
neshoppi
ngsi
tei
nIndi
a,spr
eadi
n37c
iti
es,wi
th1
1
.
5

mi
l
li
onpl
usbookt
itl
es,1
4 di
ff
erentc
ategor
ies,26mi
l
li
onpl
usr
egi
ster
eduser
s

andsal
eof1
00000i
temsaday.I
tpr
ovi
desonl
i
neshopper
samemor
abl
eonl
i
ne-

shoppi
ngexper
ienc
ebec
auseofi
tsi
nnovat
iveser
vic
esl
i
ke:

1
.CashonDel
i
very,

2.30-dayr
epl
acementpol
i
cy,

3.EasyMont
hlyI
nst
almentopt
ions(
EMI
),

4.F
reeshi
ppi
ng

5.Di
scount
edpr
ices&deal
s

27
 E-
commer
ce

TYPEOFSTUDY–

1
.Fl
i
pkar
t’s r
evol
uti
onar
y wor
kings w hi
ch has c
ompl
etel
yoverhaul
ed

pur
chaseofpr
oduc
tsf
rom physi
calpr
esenc
e i
nthemar
kett
othepur
chaseof

pr
oduc
tsOnl
i
ne,ut
il
isi
ng t
heB2Cmodel
ofE-
Commer
ce;

2
.Anal
ysi
sand Tr
endsofc
hange i
nthe Mar
keti
nduc
ed byF
li
pkart
.

28
 E-
commer
ce

TOOLSFORDATACOLLECTI
ON:–

Us
ingvar
iouss
urveyr
epor
tsc
onduc
tedbyF
li
pkar
t.
comf
ort
hebet
ter
mentof

Cus
tomers
ervi
ce.

METHODOFANALYSI
S–

Compar
isonofsi
tuat
ionsusi
ng Gr
aphAnal
ysi
sandPer
cent
ageAnal
ysi
s.

TABLES

Tabl
e1:
-Somehousehol
dtypesandt
hei
raf
fi
nitywi
thB2Ce-
commerce.

Hous
ehol
dty
peAf
fi
ni
tywi
thb2ce-c
ommer
ce

1
.Youngadul
ts(
< Skil
l
ed,frequent
ly usi
ng t
he Internet,eagertoknow
newt hi
ngsbutwithl
i
mitedf
inanci
alresour
ces;not yet
30years) regul
ar

29
 E-
commer
ce

I
nter
nets
hopper
s,butl
i
kel
ytobesoi
nthef
utur
e,espec
ial
l
y

whenl
i
vingi
nrur
alareas.

2.T
heel
der
ly(
> I
nsuf
fi
ci
entski
l
ls,somet
imeswi
thf
inanc
ial
meansandl
acki
ng

60y
ear
s) c
ert
ainphysi
calabi
l
iti
es, but not at al
l t
ime-pr
essed;

henc
e l
i
mit
ed i
nvol
vement i
n b2c e-
commer
ce,whi
ch

may gr
adual
l
y c
hange over i
n t
henextt
wodec
ades,

espec
ial
l
ywhenl
i
vingi
nrur
alar
eas.

3.T
ime-pr
ess
ed Hi
ghl
y ski
l
led, doubl
e-i
ncome, t
ime-pressur
ed

f
ami
l
ies househol
dswi
thc
hil
drenandsomeaf
fi
nit
y wi
thnew

t
echnol
ogi
es;pot
ent
ial
orpr
esentI
nter
netshopper
s,

espec
ial
l
ywhenl
i
vingi
nrural
areas.

4.‘
Act
ive,
on-t
he Hi
ghl
y ski
l
led, hi
gh-i
ncome, t
ime-
pressur
ed

-go-l
i
fes
tyl
es’ pr
ofessi
onal
s wi
th a hi
ghaf
fi
nit
yfornew t
echnol
ogi
es;

pot
ent
ial or pr
esent I
nter
net shopper
s, espec
ial
l
y

whenl
i
ving i
nrur
alar
eas.

30
 E-
commer
ce

Tabl
e2:
-Transacti
oncostreducti
onsduet
oe-
commerce.

Consumer
s(buyer
s) Busi
nesses Advant
agesof

(
suppl
i
ers) e-
commer
ce

Cont
act Sear
chf
orpr
oduc
t Lookf
ors
ell
i
ng Enhanc
edac
ces
sto

al
ter
nat
ives, bec
ome
al
ter
nat
ives
, i
nfor
mat
ioni
mpl
i
es
awar
e
c
ons
ider bet
ter

31
 E-
commer
ce

of needs mani
fest or s
ear
ch,
mat
chi
ng

and possi
bil
i
ties t
o pot
ent
ial andeval
uat
ion

f
ulf
iI
Ithem, pos
sibi
l
it
ies
.
needsofc
li
ent
s,
mat
chal
ter
nat
ives,
and Ef
for
tst
oenhanc
e

and det
ermi
net
hei
r c
ust
omer

eval
uat
eout
comes. c
apac
it
ytof
ul
fi
I
I
l
oyal
tymayr
educ
e

t
his

t
hes
eneeds
.
advant
age,

however.

Cont
rac
t Negot
iat
ethe t
erms Shi
f
tof

ofat
ransac
tion,
draf
t admi
ni
strat
ive

a
c
ost
sfr
oms
ell
ers
pr
eli
minar
ycont
rac
t, t
o
ant
ic
ipat
epos
sibl
e
buy
ers.Onl
i
ne
f
utur
e

pl
anni
ngs
yst
ems
pr
obl
ems
,and
r
educ
e
pr
opos
echangesi
n

t
hec
ont
rac
t. c
ost
sathi
sst
age.

32
 E-
commer
ce

Cont
rol Moni
tort
he Mori
nfor
mat
ion

r
eal
i
zat
ionoft
he avai
l
abl
e

t
rans
act
ionpr
oces
s, t
hroughonl
i
ne

c
ont
rol
c
ompar
ewi
th

c
ont
rac
tdet
ail
s. s
yst
ems
,e.
g.

Devi
ati
onsl
eadt
o t
rac
king-and

t
rac
ing.
haggl
i
ng,
adj
ust
ment
I
ncas
eof
ofc
ont
rac
ts,

s
anc
ti
onsor

opport
uni
sti
c

33
 E-
commer
ce

t
hir
d-par
tymedi
ati
on. behavi
our,

e-c
ommer
cei
snot

s
uff
i
cientt
ool
to

handl
epr
obl
ems
.

Dur
ing Bot
hpart
iesi
nves
t Mor
eandbet
ter

t
he t
ime,
eff
ortand (
int
erac
ti
ve)

moneyi
n
ent
ir
e i
nfor
mat
ion

pr
oces
s pr
event
ing f
aci
l
it
ates

mi
sunder
standi
ngs
, ongoi
ng
mi
stakesand
c
ommuni
cat
ion.

mi
sspec
if
ic
ati
ons
,

i
ncompl
etef
i
ne-

t
uni
ng

orappl
i
cat
ions
.

34
E-
commer
ce

35
 E-
commer
ce

CHAPTER-
2

CONCEPT
UALF
RAMEWORK/NAT
IONALAND

I
NTERNAT
IONALSCENARI
O

NATI
ONALSCENARI
O-

F
li
pkar
t has wor
ked wonder
s i
n t
he f
iel
d of E-Commer
ce,whol
l
y

r
evol
uti
oni
si
ng t
he way I
ndi
ans pur
chased pr
oduc
ts,t
hat t
oodi
rec
tlyf
rom t
he

c
ongl
omer
atest
hemsel
ves.Thi
swasbr
oughtaboutbyasoundF
inanc
eSyst
em.

I
ni
ti
al
ly,t
he f
ounder
s had spent4l
akhs t
o set up t
he busi
ness.F
li
pkar
t

hasl
aterr
aisedf
undi
ngf
rom vent
urec
api
tal
fundsAc
celI
ndi
a(US$1mi
l
li
oni
n2009)

andTi
gerGl
obal(
US$1
0 mi
l
li
on i
n 201
0andUS$20mi
l
li
oni
nJune201
1
).On24August

201
2,Fl
i
pkartannounc
edt
he c
ompl
eti
on ofi
ts 4t
hround of$1
50 mi
l
li
on f
undi
ng

f
romMI
H(partofNaspersGroup)and I
CONI
Q Capi
tal
.Thec
ompanyannounc
ed,

on 1
0 Jul
y 201
3,t
hat i
t has rai
sed anaddi
ti
onal$200mi
l
li
onf
rom exi
sti
ng

i
nvest
orsi
ncl
udi
ng Ti
gerGl
obal
,Nasper
s,Ac
cel
Par
tnersandI
coni
qCapi
tal
.

F
li
pkar
t'
srepor
ted sal
eswer
e40mi
l
li
oni
nFY2008–2009,
200mi
l
li
oni
nFY

2009–201
0and750mi
l
li
onf
orFY201
0-201
1. I
nFY2
011
–201
2,F
li
pkarti
ssett
o

c
rosst
he 5bi
l
li
on(
US$1
00 mi
l
li
on)mar
kasI
nter
netusagei
nthec
ount
ryi
ncr
eases

and
36
E-
commer
ce

37
 E-
commer
ce

peopl
e getac
cust
omed t
o maki
ng pur
chases onl
i
ne.F
li
pkar
tpr
ojec
ts i
ts

sal
est
oreac
h 1
0 bi
l
li
on by y
ear 201
4.On aver
age,F
li
pkar
t sel
l
snear
ly 20

pr
oduc
ts per mi
nut
e and i
s ai
ming at gener
ati
ng ar
evenueof50,
000c
ror
e

(
US$.
8bi
l
li
on)byDec
ember201
5.

On November201
2,F
li
pkar
tbec
ame one of t
he c
ompani
es bei
ngpr
obed

f
oral
l
egedvi
olat
ionsofFDIr
egul
ati
onsoft
heFor
eignExc
hangeManagementAct
,

1
999

I
nJul
y201
3,F
li
pkar
trai
sedUSD 1
60 mi
l
li
on f
rom pr
ivat
eequi
tyi
nvest
ors,

t
aki
ng t
he t
otalt
o USD 360 mi
l
li
on i
nit
srec
ent f
undr
aisi
ngdr
ivet
o bui
l
dand

st
rengt
hent
echnol
ogyand bol
steri
tssuppl
ychai
n.

38
 E-
commer
ce

I
n Oc
tober201
3,i
tw asr
epor
ted t
hatF
li
pkar
thad r
aised an addi
ti
onal

$1
60mi
l
li
on f
rom new i
nvest
ors Dr
agoneer I
nvest
mentGr
oup,Mor
ganSt
anl
ey

I
nvest
mentManagement
,Sof
ina SA and Vul
canCapi
talw i
thpar
ti
ci
pat
ionf
rom

exi
sti
ng i
nvest
or Ti
gerGl
obal
.Wi
tht
his,t
hec
ompanyhasr
aisedat
otal$360

mi
l
li
oni
nit
sfi
ft
hround off
undi
ng,t
hel
argesti
nvest
mentr
aised byanI
nter
net

c
ompanyi
nIndi
a,emul
ati
ng.I
nMobi
’
s$200 mi
l
li
on i
nvest
mentf
rom Sof
tbank i
n

Sept
ember2
011
.

Thec
ompanyval
ued atappr
ox.US$1
5.5 bi
l
li
on (
May201
5),and pl
anst
ouse

t
he c
api
talrai
sed t
o i
mpr
ove i
ts t
echnol
ogy andsuppl
ychai
ncapabi
l
iti
es,

enhanc
eit
send userexper
ienc
e and f
orhi
ri
ng.

I
ndi
a'
se-
commer
cemar
ketwaswor
thabout$2.
5bi
l
li
on i
n 2009,i
twentupt
o

$6.
3bi
l
li
oni
n201
1andt
o$1
4bi
l
li
oni
n201
2.About75%oft
hisi
str
avelr
elat
ed(
airl
i
ne

t
icket
s,r
ail
wayt
icket
s,hot
elbooki
ngs,onl
i
ne mobi
l
e r
echar
ge et
c.)
. Onl
i
ne

Ret
ail
i
ng c
ompr
isesabout1
2.
5%(
$300Mi
l
li
onasof2009)
.

I
ndi
ahasc
loset
o10mi
l
li
ononl
i
neshopper
sandi
sgr
owi
ngatanest
imat
ed

30%CAGRvi
s-à-
vis
agl
obal
growt
hrat
eof8–1
0%.

El
ect
roni
csandAppar
elar
ethebi
ggestc
ategor
iesi
nter
msofsal
es.

39
 E-
commer
ce

I
ndi
a'
sret
ailmar
keti
sest
imat
edat$470bi
l
li
oni
n 201
1andi
sexpec
tedt
o

gr
ow t
o $675 Bn by201
6 and $850 Bn by2020,– est
imat
ed CAGR of7%.

Ac
cor
ding t
o For
rest
er,t
he e-
commer
ce mar
keti
nIndi
aissett
o gr
ow t
he

f
ast
estwi
thi
ntheAsi
a-Pac
ifi
cRegi
onataCAGRofover57%bet
ween201
2–1
6.

I
NTERNATI
ONALSCENARI
O–

F
li
pkar
t’
sreac
hhasnoty
etr
eac
hedt
heI
nter
nat
ional
mar
kets
owec
annot

c
ommentoni
tsI
nter
nat
ional
Scenar
iobutt
hemanagementhaspl
ansofex
tendi
ng i
ts

bus
ines
stot
heSout
hEas
tAs
ianr
egi
on.

TheChangef
romt
radi
ti
onal
commer
cet
oE-
Commer
ce

F
ornear
ly25y
ear
s,Di
nes
hChopr
ali
vedwi
thal
ocat
ional
handi
cap.Chopr
asel
l
s

c
omput
erpar
ts,el
ect
roni
cgadget
sandac
ces
sor
ies f
rom hi
sout
leti
nNehr
uPl
ace—

an as
sembl
y ofs
ever
alf
our–s
tor
eybui
l
dings
.Al
thoughAs
ia'
slar
ges
tcomput
er

mar
ketr
egi
ster
sthous
andsoff
oot
fal
l
sever
yday,onl
yaf
rac
ti
onbr
avet
hef
i
lt
hand

di
l
api
dat
iont
ocl
i
mb up."
I
'm ont
hef
i
rstf
l
oorandt
hat
'smyweaknes
s,"s
aysChopr
a,

di
rec
tor,
Sof
tekSur
ya."
Idon'
tgetr
egul
arwal
ki
ngc
ust
omers
."

ButChopr
adoesnotmi
ndanymor
e."
Now,t
heyl
andonmys
hopvi
a

onl
i
ne

mar
ket
plac
es,
"hes
mil
es.Sof
teki
sar
egi
ster
ed s
ell
eronf
i
veonl
i
nemar
ket
plac
es,

40
 E-
commer
ce

i
ncl
udi
ngEBayandFl
i
pkart
."About35per
centofmymar
ket
plac
ebuy
ersar
efr
om

Sout
hIndi
a,whohavenever s
een my s
hop,
"he s
ays
.Hi
s annuals
ales

haver
ocket
ed f
romRs1
4

c
ror
ein201
0-1
1toRs60c
ror
enow;and 70per
centofi
tisf
rom onl
i
nemar

ket
plac
es,whi
char
eaddi
ng"
mus
clet
obus
ines
s".

Chopr
aisapr
imeexampl
eofonl
i
nemar
ket
plac
es—br
andede-
tai
l
erswho

host sel
l
ers,andc
onnec
tthem t
obuyer
sforac
ommi
ssi
on— empower
inga

smal
lbusi
nesst
osc
aleup.

Anexampl
eofanot
herki
nd ofempower
mentt
heyareenabl
i
ng i
sIndi
a

Tr
end,whi
ch i
s i
n busi
ness onl
y bec
ause of onl
i
nemar
ket
plac
es.Seven

y
ear
sago,
Par
ulAr
oraMi
tt
aland hermot
her"
tri
ed t
hei
rluc
k"byput
ting 20

pi
ecesof j
ewel
l
ery on EBay.Al
lwer
esol
dinaweek.Today,
Mit
tal
'
ssmal
l

operat
ionexpor
tshandmade,al
l
oy-met
alj
ewel
l
ery,vi
a EBay."
We never

had t
her
esour
cest
o setup aphysi
cal
store,
"sayst
he 30-year-ol
d.Now,
she

hasnor
easont
o."
Sinc
ethen,Ihave nevereven t
houghtofaphysi
cal
stor
e.

Theonl
i
nemar
ketpl
acei
smybusi
nesspl
ace.
"Andt
hei
rnumber
sar
einc
reasi
ng.

41
 E-
commer
ce

Amazoni
sthel
atest
,launc
hingi
tsonl
i
nemar
ket
plac
ein I
ndi
a i
nJune.

Gl
obal
l
y,t
hewor
ld'
slar
gestr
etai
l
erear
ns40per
centofi
ts201
2revenuesof$61

bi
l
li
on(
Rs3,
66,
000c
ror
e)bysel
l
ingot
herpeopl
e'
sgoods
.

Sensi
ngt
hegr
oundswel
landbusi
nessl
ogi
cevenF
li
pkar
t,I
ndi
a'
slar
gestonl
i
ne

r
etai
l
er,st
art
edsel
l
inggoodsofot
hersel
l
ers— t
heonl
i
nemar
ket
placemodel— al
ong wi
th

i
tsowngoods."
It
'st
her
ightt
imeaswehavenowbui
l
ttheF
li
pkar
tbr
and,
"saysi
tsc
o

-
founder&CEOSac
hinBansal
,addi
ng t
he onl
i
ne mar
ket
plac
eist
he"
ri
ghtmodel

42
 E-
commer
ce

f
orI
ndi
a".Suc
h moves by e-
commer
ce pl
ayer
s i
sopeni
ng up a wor
ld of

possi
bil
i
tiesf
orsmal
lent
repr
eneur
sli
keChopr
aandMi
tt
al.

43
 E-
commer
ce

Thef
igur
eabove c
lear
lyshowst
he met
eor
icr
ise ofE-Commer
cei
nMar
ket

Capi
tal
i
sat
ionbyRet
ail
stor
esi
nthenewMi
l
leni
um.

I
ti
sal
lbec
aus
eofonl
i
nes
hoppi
ngs
itess
uchasE-Bay,
FLI
PKART
,Amaz
on,
etc
.

Thi
sis a sur
veyc
onduc
ted t
ofi
nd outhow E-Commer
ce has

i
mpac
ted busi
nessesi
nIndi
a.I
tcl
ear
ly shows i
ncr
ease ofanaver
ageof

70% i
n al
lthe c
ategor
ies ofc
hange,t
hus,emphasi
si
ngon t
he f
actof

t
he Ri
se and Ri
se ofE-Commer
ce,and i
ts Mai
nPl
ayer,F
LIPKART,i
n

I
ndi
a.

44
 E-
commer
ce

CHAPTER-
3

CAPI
TALANALYSI
SANDFI
NDI
NG

Thi
s c
hapt
er ai
ms obt
ain t
he obj
ect
ive of t
hest
udy by c
rit
ical
l
y

anal
yzi
ng t
he qual
i
tat
ive dat
athr
ough t
hor
oughl
y exami
ning t
he i
nter
viewee‘
s

r
esponses and bel
i
efs.Thi
s has beenac
hievedt
hrough eval
uat
ing t
he most

r
elevant r
esponses by t
he par
tic
ipant
s.The dat
a has been anal
ysed and

di
scussed byc
ompar
ing t
he comment
s made byt
he r
espondent
s wi
tht
he

l
i
ter
atur
erevi
ew keepi
ngi
nmi
ndt
her
esear
chobj
ect
iveoft
hest
udy.Thus,t
he

r
ati
onal
e oft
his anal
ysi
sis based ont
he per
sonalanswer
s pr
ovi
ded by t
he

r
espondent
s.Anappr
opr
iat
elydesi
gnedquest
ionnai
re was used t
ocol
l
ectt
he

pr
imar
y dat
afort
he st
udy. The dat
afor1
00 r
espondent
s wasor
gani
zed

syst
emat
ical
l
yint
abl
es and gr
aphs and t
henwassubj
ect
edt
oanal
ysi
susi
ng

appr
opr
iat
e st
ati
sti
calt
ool
s.Ther
esul
tsof t
he anal
ysi
sar
e pr
esent
ed i
nthe

f
oll
owi
ng sec
tion i
n or
der t
o assess t
he cust
omerper
cept
iont
owar
dsonl
i
ne

shoppi
ng onF
li
pkar
t.c
om i
n I
ndi
a.Her
efor
eanal
yzi
ng,we ar
econsi
der
ingt
wo

f
act
ors.Thati
s:

 Demogr
aphi
cal
fac
tor
s

45
 E-
commer
ce

 Behavi
our
alf
act
ors

Demogr
aphy

AgeGr
oupTabl
e:Agewi
ser
espondent
s

1
5-25 25-35 35-45 45& Tot
al

above

No.of 63 24 1
2 1 1
00

of

Respondent
s

Percent
age 63 24 1
2 1 1
00

Graph:Agewi
serespondent
s

46
E-
commer
ce

47
 E-
commer
ce

Anal
ysi
sandI
nter
pretati
on:

Abovef
igur
eshowst
hat63% r
espondent
sar
ebet
ween1
5-25y
ear
sol
d,

24%r
espondent
sar
e bet
ween25-35y
ear
s ol
d,1
2%r
espondent
sbet
ween 35-45

y
ear
sol
d,and 1
%respondent
sar
ebet
ween45&above.
Over
allr
esul
tshowst
hat

bet
ween al
loft
he r
espondent
s who has age bet
ween 1
5to 35 y ear
s

(
63%+24%=87%)peopl
ear
emor
efami
l
iart
oshoponl
i
neonmyt
argetpopul
ati
on.

GenderofRespondentsTabl
e:Genderwi
serespondent
s

Mal
e Femal
e Tot
al

Responses 58 42 1
00

Percent
age 58 42 1
00

48
 E-
commer
ce

Graph:Genderwi
serespondent
s

Anal
ysi
sandI
nter
pret
ati
on:

Ac
cor
ding t
o demogr
aphypr
ofi
l
e,i
nthi
sst
udy58% mal
e and 42% f
emal
e

r
espondent
srepar
tof my t
argetpopul
ati
on and t
hey hel
p me t
oful
fi
lmy

quest
ionnai
ref
rom di
ff
erent ar
ea ofBangal
orec
ity.F
rom t
hesegr
oups t
otal

r
espondent
s are 1
00. So, ac
cordi
ng t
o t
he sur
veyr
esul
t,t
hemal
e

r
espondent
sar
emor
e andc
an be t
oldt
hatt
heyi
nter
est
edt
oshoponl
i
net
han

f
emal
e,even t
houghbot
hoft
hemshoponl
i
ne.

49
 E-
commer
ce

Occupat
ion Tabl
e:Occupati
onwi
serespondents

Busi
ness Housewi
f
e Sal
ari
ed St
udent Tot
al

per
son

No. of

Respondent
s 8 7 46 39 1
00

Percent
age 8 7 46 39 1
00

Graph:Occupati
onwi
serespondents

50
 E-
commer
ce

Anal
ysi
sandI
nter
pret
ati
on:

I
nthi
ssur
vey,
46%oft
her
espondent
sar
esal
ari
edand39%ar
est
udent
s.

Sot
heybot
htoget
hermade maj
ori
tyofr
espondent
‘sper
cent
age(
85%)
.8%

ar
ebusi
nessper
sonsand7%ar
eHousewi
fe.Sal
ari
edper
sonsandst
udent
swi
l
l

al
way
slookf
ornewt
echnol
ogi
esandnewser
vic
eswhi
chmaket
hemmor
e

c
omf
ort
.

AnnualI
ncomeTabl
e:I
ncomewi
serespondent

0-3L 3-6L 6-9L 9&above

No. of

Respondent
s 60 23 1
3 4

Percent
age 60 23 1
3 4

51
 E-
commer
ce

Gr
aph:I
ncomewi
serespondent
s

Anal
ysi
sandI
nterpr
etati
on:

Si
nce39%oft
hissur
veyi
sst
udent
smostoft
hem ar
eof0-3Li
ncome

r
ange,i
.
e.60%.23% oft
hem ar
ein3-6Li
ncomerange,
13% i
n6-9Land 4%i
s

9&above.

52
 E-
commer
ce

Educat
ionalQual
i
ficat
ionTabl
e:Educat
ional
wiserespondent

Gr e Post
aduat SSCorEqui entOthers
val

Gr
aduate (
Phd)

No. of

Respondent
s 63 36 0 1

Percent
age 63 36 0 1

Gr
aph:Educat
ional
wiserespondent

53
 E-
commer
ce

Anal
ysi
sandI
nterpretati
on:

Al
loft
hem i
nthi
ssuveyar
egr
aduat
eandabovequal
i
fi
ed peopl
es onl
y.

Amongt
hese63% ar
egr
aduat
es,36% ar
epost gr
aduat
es and one per
soni
s

PhD.

54
 E-
commer
ce

Behavi
our
alf
actors:

Frequencyofpurchasef
romonl
i
neTabl
e:onl
i
neshoppi
ngusage

Al
ways Of
ten Somet
imes Sel
dom Never Tot
al

Mal
e 5 21 29 3 0 58

Femal
e 4 1
4 23 1 0 42

Tot
al 9 35 52 4 0 1
00

Gr
aph:onl
i
neshoppi
ngusage

55
 E-
commer
ce

Anal
ysi
sandI
nter
pret
ati
on:

Mor
ethan hal
foft
hem useonl
i
neshoppi
ngsomet
imes,i
.
e52%.Peopl
e who

al
way
s and most
ly shopt
hroughonl
i
neshoppi
ngar
e al
so good i
n number,9

and 35,t
oget
her44%.Andwhouseonl
i
neshoppi
ngr
arel
yisver
ylessi
nnumber

4%.Si
nceonl
y44%ar
e most
lyusi
ngt
his,t
her
eisa wi
despac
etof
il
landt
omake

onl
i
neshoppi
ng agr
eatsuc
cess.And t
her
eis notmuc
hgenderdi
ff
erenc
ein

onl
i
neshoppi
ng,whi
chmeansbot
hmal
esandf
emal
esenj
oyi
ngonl
i
neshoppi
ng

andi
tsbenef
is.
t

ModesofawarenessaboutFl
i
pkar
tTabl
e:Modesofawar
enessaboutFl
i
pkar
t

Li
nk

Wor
d Bl
og f
rom Pr
omot
ionalSear
chEngi
nes

of Adver
ti
sement
sRecommendat
ionsother Emai
l
s Tot
al

Mouth Websi
tes

No. of

Respondent 39 22 2 1
5 5 1
7 1
00

56
 E-
commer
ce

Per
cent
age 39 22 2 1
5 5 1
7 1
00

Graph:Modesofawar
enessaboutFl
i
pkart

57
 E-
commer
ce

Anal
ysi
sandI
nter
pretati
on:

Mostoft
hem ar
eawar
eaboutF
li
pkar
tthr
oughwor
dofmout
h(39%)

f
oll
owedbyt
elevi
si
onandonl
i
neadver
tisement
s(22%)
.Cust
omer
sgotawar
e

t
hroughbl
og r
ecommendat
ions (
2%)andpr
omot
ionale-
mai
l
s(5%)ar
ever
y

l
essi
nnumber.Thi
smeansagoodc
ommuni
cat
ionaboutF
li
pkar
tis goi
ngon

t
hroughf
ri
endsandf
ami
l
ies,whi
chpr
ovest
hatwor
dof mout
hst
rat
egy by

t
hem i
sthe mostsuc
cessf
ulmeansofmaki
ng peopl
e awar
e about t
hei
r

pr
oduc
ts.Suc
cessc
anonl
ybe gai
ned t
hroughdel
i
ght
edc
ust
omer
swhoac
t

asadvoc
atesf
ort
hei
rpr
oduc
tsandt
her
eis a wi
desc
opeofot
herdi
git
al

adver
tisementt
echni
quesl
i
kesear
chengi
nemar
ket
ing,

Emai
lmar
ket
ing,
provi
ding l
i
nksand bl
og r
ecommendat
ionsi
nor
dert
o

makemor
ecust
omers.

FrequencyofUsi
ngFl
i
pkart
.comwhi
l
eonl
i
nePurchasi
ngTabl
e:FrequencyofUsi
ng

Ever
y Mostof t
he Har
dly

T
ime Oc
cas
ional
l
yTi
me Ever T
otal

No.ofRes
pondent
s 1
7 45 32 6 1
00

Per
cent
age 1
7 45 32 6 1
00

58
 E-
commer
ce

Graph:Fr
equencyofUsi
ng

Anal
ysi
sandI
nter
pretati
on:

Her
eont
hissur
vey1
7%ar
eal
way
schoosi
ngF
li
pkar
tforonl
i
neshoppi
ng,

whi
l
e45% ar
eusi
ngi
toc
casi
onal
l
y.Har
dlyeverusi
ngmember
sar
ever
yless,

and32% ar
eusi
ngi
tmostoft
he t
ime.Si
ncemor
ethanhal
foft
hem pr
efer

F
li
pkar
t whi
l
ethi
nki
ng ofonl
i
ne shoppi
ng,i
t means br
andi
ng had done

suc
cessf
ull
ybyt
hem ei
thert
hrough adver
tisement
s,ser
vic
es or pr
ovi
ding

goodexper
ienc
etoc
ust
omer
s.

Cat
egorythatmostl
ypref
erto buyf
romFl
i
pkart
.comTabl
e:Cat
egorymostl
ypr
ef
ertobuyfromFl
i
pkart

59
 E-
commer
ce

Heal
thcar
e& Home&
El
ect
roni
cs Books,
Movi
es& Stati
onar Tot
al
Appar
els& Personal Ki
tchen
Musi
c y
Ac
cessor
ies Car
e I
tems

No. of

Respondent
s

39 20 30 3 4 4 1
00

Per
cent
age 39 20 30 3 4 4 1
00

Graph:Cat
egor
ymostl
ypref
ertobuyf
romFl
i
pkar
t

60
 E-
commer
ce

Anal
ysi
sandI
nter
pretati
on:

El
ect
roni
cit
ems,BooksandSt
ati
oner
y,Appar
els&Ac
cessor
ies,c
amer
as,

wat
ches and ot
her
s (
bags,bel
ts,et
c.) ar
e pur
chased mor
e.39% of

r
espondent
sar
e pr
efer
red t
o buyEl
ect
roni
csi
temsf
oll
owed byBooksand

St
ati
oner
y(30%)andAppar
els and Ac
cessor
ies(
20%)
.Books&st
ati
oner
yand

el
ect
roni
csi
temsar
emor
efamousamongt
hest
udent
sandt
hatmaybet
he

r
easonf
orl
argepur
chaseoft
hosei
temsf
rom F
li
pkar
t.c
om.

Reasonfor Customer’spreferenceonFl
i
pkart.
com t
hanOt
hersTabl
e:
Customersexpecti
ngf
eat
ureofFl
ipkart

61
 E-
commer
ce

Af
ter Eas
y

F
ast Sal
es Payment Por
tal
Avai
l
abi
l
it
y T
otal
Del
i
ver
y Ser
vic
e Opt
ions F
eat
ures

No. of

Res
pondent
s 41 29 8 1
7 5 1
00

Per
cent
age 41 29 8 1
7 5 1
00

Graph:Customersexpecti
ngf
eatureofFl
i
pkar
t

Anal
ysi
sandI
nter
pretati
on:

One oft
he mostef
fi
ci
entf
eat
uresi
nFl
i
pkar
t i
s f
astdel
i
ver
ywhen

c
ompar
ed t
o ot
her onl
i
neshoppi
ng websi
tes.So,mostoft
hecust
omer
s

pr
efert
hiswebsi
tef
orshoppi
ngwi
tht
heper
cept
ionofqui
ckdel
i
ver
y(41
%)and

avai
l
abi
l
ityof pr
oduc
t (
29%)
,fol
l
owedbyeasypaymentopt
ions(
17%)
.And
62
 E-
commer
ce

t
her
eisasc
opeof

i
ncr
easi
ngaf
tersal
esser
vic
esandpor
talf
eat
ureswhenc
ompar
ingwi
thot
her

f
eat
ures.

Productsel
ecti
onf
romt
hecategori
esgi
venbyf
l
ipkar
t.comTabl
e:Ont
hebasi
sw
hereproducti
schosen

Rat
ing of Di
scount
s Revi
ew Br
andoft
he T
otal

t
he and Aboutt
he Pr
oduc
t

Pr
oduc
t F
eat
ures Pr
oduc
t

No. of 1
4 48 26 1
2 1
00

Res
pondent
s

Per
cent
age 1
4 48 26 1
2 1
00

63
 E-
commer
ce

Graph:Ont
hebasi
swhereproducti
schosen

Anal
ysi
sandI
nterpretati
on:

Cust
omerper
cept
ionvar
ieswhi
l
eusi
ng F
li
pkar
t;i
tisoneoft
he onl
i
ne

shoppi
ngsi
teswhi
chgi
vehi
ghdi
scount
sandof
fer
s.Mostoft
hem i
nthi
ssur
vey

(
48%)ar
e l
ooki
ng f
orgood f
eat
ured pr
oduc
twi
th hi
gh di
scount
s whi
l
e

pur
chasi
ngpr
oduc
tsf
rom F
li
pkar
t.Andal
soc
ust
omer
smor
e of
ten go t
hrough

64
 E-
commer
ce

t
he pr
oduc
trevi
ew (
26%)bef
oremaki
ngt
hei
rdec
isi
ont
opur
chase.Pr
oduc
t

r
evi
ew i
saki
ndofwor
dofmout
hst
rat
egy wher
e pr
oduc
tuser
sleavet
hei
r

r
evi
ew ont
hei
rexper
ienc
eswi
thF
li
pkar
t.Cust
omer
sar
egi
vi
ngpr
ior
it
yto

t
heset
wo f
eat
ureswhi
l
ebr
andofpr
oduc
t(1
2%)andr
ati
ngofpr
oduc
t(1
4%)al
so

t
akenc
arebysomeot
herc
ust
omer
s.

I
ssuesf
acedbycustomerwhi
l
eshopi
ngi
nFl
i
pkart
.comTabl
e:I
ssuesf
acedwhen
pur
chasedf
romFli
pkar
t

Out ofPay
ment Repl
acemeDel
ayi
n F
aul
ty No Ot
her T
otal

St
ock I
ssues ntI
ssues del
i
ver
y Pr
oduc
tis
suess

No.of

Res
pondent
37 6 6 1
2 8 30 1 1
00
s

Per
cent
age

37 6 6 1
2 8 30 1 1
00

65
 E-
commer
ce

Graph:I
ssuesf
acedwhenpurchasedf
romFl
i
pkart

66
 E-
commer
ce

Anal
ysi
sandI
nter
pretati
on:

I
n t
hissur
vey,30% ofc
ust
omer
s di
dn‘
tfac
eanyoft
hosepr
obl
emst
hat

ment
ioned,whi
l
e37% ofc
ust
omer
sfac
ed outofst
ocki
ssue.Thi
sisoneof

ser
iousi
ssuef
acedbymostofc
ust
omer
s.Si
ncedi
scount
s and f
eat
ures ar
ethe

one f
eat
uret
hatmostoft
he c
ust
omer
slooki
ng f
orandwhenagoodpr
oduc
t

wi
thhi
ghdi
scounti
sdi
spl
ayed i
nFl
i
pkar
tpl
atf
orm,c
ust
omer
sbr
oughti
tassoon

as t
heyc
oul
d.Thust
he pr
oduc
tswi
l
lbeoutofst
ocked.

F
li
pkar
tst
art
ednot
if
yingt
hec
ust
omer
saboutt
hepr
oduc
twhent
hest
ock

gotavai
l
abl
e.

Pay
menti
ssuesandr
epl
acementi
ssuesar
eles
sinnumber(
tot
al1
2%)s
inc
e

di
f
fer
entpay
mentopt
ionsl
i
keEMIopt
ions
,car
dpay
ment
s,Cas
hondel
i
ver
y,Wal
l
et

pay
ment
set
c…ar
epr
ovi
dedbyF
li
pkar
tandc
ust
omer
sar
esat
isf
i
edwi
tht
hos
e.

67
 E-
commer
ce

I
ncas
eofr
epl
acemental
soonl
yles
sis
suesar
ehappened,
thuss
howsmos
tof

t
hem ar
esat
isf
i
edwi
tht
hats
ervi
ce.Del
ayi
ndel
i
ver
yhappensbec
auseofshi
ppi
ng

andc
our
ierser
vic
eissues.I
ti
sapr
obl
em wi
thsuppl
ychai
n.Most
lyi
thappens

i
ntheend par
toft
he suppl
yand i
nrur
alar
easwher
ecour
ierser
vic
esar
eless

ac
tive.Faul
ty pr
oduc
tissueal
sohappenedt
o8%oft
hec
ust
omer
sandoneof

t
hepol
i
ciest
ooverc
omet
hisi
ssuei
s30daysr
epl
acementpol
i
cyofF
li
pkart
.

Recommendi
ngFl
i
pkartt
oOt
hers:Tabl
e:Recommendi
ngFl
i
pkartt
oOt
hers:

Yes No T
otal

No. of

Res
pondent
s 95 5 1
00

Per
cent
age 95 5 1
00

Graph:Recommendi
ngFl
i
pkartt
oOt
hers:

68
 E-
commer
ce

Anal
ysi
sandI
nter
pretati
on:

I
n t
his sur
vey, most of t
hem (
95%) ar
e happy t
orecommend

F
li
pkar
ttoot
her
sli
kef
ri
endsandf
ami
l
y.Andt
his shows wor
d of mout
h

publ
i
cit
y i
s suc
cessf
ull
yrunni
ng and t
his i
s one of t
he great

advant
ages f
orF
li
pkar
t.

Customer’
s rati
ng about servi
ce on Fl
i
pkart.
com Tabl
e:Rat
ingTheexper

i
encef
romFl
i
pkart

69
E-
commer
ce

70
 E-
commer
ce

1 2 3 4 5 T
otal

No. of

Res
pondents
7 1
1 1
6 49 1
7 1
00

Per
cent
age 7 1
1 1
6 49 1
7 1
00

Gr
aph:Rati
ngTheexperi
encef
romFl
i
pkar
t

Anal
ysi
sandI
nterpretati
on:

Whi
l
e anal
ysi
ng t
he r
ati
ng of ex
per
ienc
es, F
li
pkar
tprovi
desa goodand

ex
cel
l
entex
per
ienc
est
omos
toft
hec
ust
omer
s.49% ofcust
omer
srat
ed 4 ast
he

exper
ienc
e and mor
ethanhal
foft
hepopul
ati
on(
66%)r
ated4&5asexper
ienc
e.

71
 E-
commer
ce

CHAPTER4

CONCLUSI
ONS AND RECOMMENDATI
ONS

FI
NDI
NGS:

Ther
eisnotmuchdi
ff
erenc
eingenderf
orusi
ngonl
i
neshoppi
ng.

St
udent
sandsal
ari
edper
sonsar
emostf
requentuser
sofF
li
pkar
t.

Fr
equenc
yofpur
chasef
orel
ect
roni
cs,booksandmusi
c,appar
elsand

ac
cessor
iesar
emor
einF
li
pkar
t.

Wordofmouthwasmor
einf
luent
ial i
n pr
omot
ionasmanypeopl
ewer
e

madeawar
ebyt
hei
rfr
iendsand f
ami
l
ywhencust
omer
srecommendt
his

websi
tet
othem.

Hi
ghl
ydi
scount
edpr
oduc
tsgotoutofst
ockqui
ckl
y,si
nce cust
omer
s

pur
chased i
tas on as t
hey c
oul
dwhen t
hey see hi
gh di
scount

on good f
eat
uredproduc
t.

The ser
vic
es pr
ovi
ded byF
li
pkar
tar
e good and even mor
e sc
ope of

devel
opmenti
sther
efori
ncr
easi
ngt
hecust
omerst
rengt
h.

Di
git
al mar
ket
ing t
echni
ques l
i
ke sear
ch engi
ne mar
ket
ing, l
i
nks

pr
ovi
ding ot
her websi
te andadver
tisemental
sof
unc
tionedwel
lfor
72
 E-
commer
ce

pr
omot
ionoft
hiswebsi
te.

Fast del
i
ver
yis one ofbest ser
vic
e F
li
pkar
tispr
ovi
ding.

Di
ff
erentpaymentopt
ionsavai
l
abl
ein F
li
pkar
t made cust
omer
s mor
e

sat
isf
ied and comf
ortf
or payi
ng whi
l
epur
chasi
ngpr
oduc
t.

Cust
omer
sfeel
i
ng mor
e sec
ured when pur
chasi
ng t
hrough F
li
pkar
t

bec
auseofdi
ff
erentpol
i
ciesandser
vic
est
heyhave.

I
ncompar
isonwi
thcompet
itor
s,F
li
pkar
tisc
har
gingf
reeshi
ppi
ng f
or t
he

pur
chase of300 pl
us r
upees,whi
l
e ot
her
s f
reeshi
p t
he ser
vic
e

wi
thout anybar
ri
er.

Outofst
ocki
sthemai
nissuef
acedbyF
li
pkar
t.

Most of cust
omer
s have good exper
ienc
e wi
thF
li
pkar
twhi
l
e

pur
chasi
ngpr
oduc
ts.

Mostoft
hem ar
e sat
isf
ied wi
th t
he ser
vic
es ofF
li
pkar
tandso

t
hatt
heysuc
ceedi
nret
aini
ngt
hecust
omer
s.

Adver
tisi
ngi
sani
mpor
tantwayt
ohavet
hebr
andandpr
oduc
tsf
ami
l
iar

t
oconsumer
sConveni
enc
eandt
imesavi
ngar
etwoi
mpor
tantf
act
ors

t
hatcust
omerl
ooki
ngf
orwhi
l
epur
chasi
ngt
hroughonl
i
ne.

73
 E-
commer
ce

RECOMMENDATI
ONS:

Fl
i
pkar
t has suc
cessf
ull
y pl
aced i
tsel
f i
nto t
hepr
ospect
smi
nd

maki
ng i
tthe I
ndi
a‘sl
argestonl
i
nest
ore wi
thhuge range ofpr
oduc
ts.

But i
t st
il
l needst
owor
kont
hei
rcor
ecompet
encet
hati
sbooksand

st
ati
oner
yit
ems.

Del
i
ver
yser
vic
esc
anbe i
mpr
oved mai
nlyi
nrur
alar
easbysel
ect
ing

appr
opr
iat
ecour
ierser
vic
e whi
ch hasser
vic
es i
ncust
omerar
ea f
or

di
spat
chi
ng ani
tem.

Canmakef
reedel
i
ver
yto al
lpr
icedpr
oduct
s.

Cani
ncl
udemor
ecouponc
odesand gi
ftvoucher
sfori
ncr
easi
ng t
he

t
raf
fi
coft
hecust
omer
s.

Outofst
ocki
temsc
anmadeavai
l
abl
eassoonaspossi
bleandi
nti
mat
e

t
heneededcust
omer
s.

74
 E-
commer
ce

Shoul
dlookf
orI
nter
nat
ional
/Over
seasmar
ket
sorNei
ghbour
ingCount
ries.

Cr
it
icalmassofI
nter
netuser
s– I
nter
netuser
sinI
ndi
aisi
ncr
easi
ngat

i
ncr
easi
ngr
ate,soF
li
pkar
tcant
argetmor
e&mor
eci
ti
esi
.
enotonl
yti
er1

&2butal
sot
ier3&4c
iti
es,whi
chwi
l
lhel
pgener
atest
rongercust
omer

base&mor
erevenues.

Shoul
dcl
ear
ing f
ocusont
heGr
owi
ngOnl
i
neAppar
elbusi
ness& i
tcan

di
ver
sif
y i
nto appar
el c
ategor
y ei
theror
gani
cal
l
yori
nor
gani
cal
l
yby

ac
qui
ri
ng ot
herpor
tal
s.

UserExperi
enc
e:Por
talshoul
dcont
inuousl
y ai
mtowor
ktoi
mpr
ovet
he

userexper
ienc
e byaddi
ngmor
e& mor
e i
nnovat
ive f
eat
ures i
n t
he

websi
te l
i
ke vi
rt
ual
l
y shoppi
ng basket
,vi
rt
ualt
ri
alr
ooms.I
nthi
s

compet
iti
ve wor
ld t
o di
ff
erent
iat
e vi
a userexper
ienc
e,t
heul
ti
mat
e

wi
nnerwi
l
lbet
he I
ndi
anonl
i
neconsumer.

Shoul
d compr
ehensi
vel
y i
nvest i
nto E-CRM & onl
i
ne r
eput
ati
on

management
.

Logi
sti
cs & Suppl
y Chai
n: c
an c
ont
inuousl
y ai
m t
oreduc
ethe

del
i
ver
yti
mec
ycl
e.

Pr
ice wi
l
lst
il
lbe af
act
orasamazon bei
ng ahuge companywi
l
luse i
ts

ec
onomi
es of sc
ale t
o r
emove t
hei
rcompet
itor
s f
rom t
he mar
ket
;
75
 E-
commer
ce

t
her
efor
etheyneedt
obemor
ecompet
iti
veont
hataspec
t.

76
 E-
commer
ce

CONCLUSI
ON:

T
het
hor
oughs
tudyi
sbas
edont
hec
ons
umerbehavi
oranal
ysi
swhi
ch

ser
vices a gr
eati
dea r
egar
ding consumerper
cept
ionwhent
heygof
oronl
i
ne

shoppi
ng.I
nor
dert
osat
isf
ythemsel
ves consumer per
cei
ve many t
hings

bef
ore buyi
ng pr
oduc
tsand t
hey wi
l
lbe sat
isf
ied i
fthe companymeett
hei
r

expect
ati
on.TheOver
allBr
and Val
ue ofF
li
pkar
tisgood,buti
tisf
aci
ngsome

t
ough c
ompet
iti
onf
rom i
tsgl
obalcompet
itor
sli
keEbayand Amazon.Tal
ki
ng

aboutdomest
icmar
keti
.
eIndi
a,i
tist
hemostsuper
iorE-busi
nesspor
talwhi
chi
s

aggr
essi
vel
y expandi
ng &pl
ant
ingi
tsr
oot
sdeepi
ntot
he I
ndi
an mar
ket& at

t
hesamet
imeshi
ft
ing t
hemi
ndsetoft
he peopl
efr
om goi
ng&shoppi
ngf
rom

physi
calst
oret
o onl
i
ne st
ores,whi
chi
s magni
fi
cent
!.Be ver
yfoc
used on

consumer
sandbui
l
damazi
ngexper
ienc
esf
ort
hecust
omer
s.

77
 E-
commer
ce

BI
BLI
OGRAPHY:

1
.www.
fl
ipkart
.com

2.
www.
commodi
tyi
ndi
a.c
om

3.
www.
mar
ket
oper
ati
on.
com

4.
www.
next
bigwhat
.com

5.
www.
bri
tanni
ca.
com

6.
www.
ecommer
ce-l
and.
com

7.
www.
commodi
tyi
ndi
a.c
om

8.
www.
mar
ketoper
ati
on.
com

9.
WIKI
PEDI
A

78
E-
commer
ce

79