MINOR PROJECT REPORT SUBMITTED TOWARDS THE PARTIAL FULFILLMENT OF

BACHELOR OF BUSINESS ADMINISTRATION

MINOR PROJECT REPORT ON

COMPARATIVE STUDY BETWEEN FLIPKART AND
AMAZON INDIA
BATCH: 2021-2024

SUBMITTED BY: PROJECT GUIDE

Samyak Jain Ms. Kanika Sharma
Enrollment No: 5124001721 Designation: Assistant Professor

Trinity Institute of Professional Studies

Affiliated To Guru Gobind Singh Indraprastha University, New Delhi
 CERTIFICATE

This is to certify that the project work “Comparative Study Between Flipkart
and Amazon India” made by Samyak Jain, BBA(GEN), 5124001721 is an
authentic work carried out by her under guidance and supervision of Ms. Kanika
Sharma

The project report submitted has been found satisfactory for the partial fulfillment
of the degree of Bachelor of Business Administration.

Project Supervisor

Signature
Ms. Kanika Sharma
 ACKNOWLEDGEMENT

It is in particular that I am acknowledging my sincere feeling towards my mentors

who graciously gave me their time and expertise.
They have provided me with the valuable guidance, sustained efforts and friendly
approach. It would have been difficult to achieve the results in such a short span
of time without their help.
I deem it my duty to record my gratitude towards the Project Supervisor Ms.
Kanika Sharma who devoted her precious time to interact, guide and gave me
the right approach to accomplish the task and also helped me to enhance my
knowledge and understanding of the project.

Signature
Samyak Jain
Enrollment no: 5124001721
BBA(Gen)
SEC-A 2ndSemester 2ndShift
 DECLARATION

I hereby declare that the following documented Project report titled

“Comparative Study Between Flipkart and Amazon India” is an original and
authentic work done by me for the partial fulfillment of Bachelor of Business
Administration degree program.
I hereby certify that all the Endeavour put in the fulfillment of the task are genuine
and original to the best of my knowledge & I have not submitted it earlier
elsewhere.

Signature:
Samyak Jain
BBA, SEC-A, 2ND Shift
Enrollment No.- 5124001721
 TABLE OF CONTENT

S.NO PARTICULARS PAGE NO.

1. CHAPTER-1 (INTRODUCTION & LITERATURE REVIEW)
➢ INTRODUCTION
➢ COMPANY PROFILE
1-11
➢ MARKETING STRAREGY
➢ SWOT ANALYSIS
➢ REVIEW OF LITERATURE
2. CHAPTER-2 (RESEARCH OBJECTIVES &
METHODLOGY)
➢ RESEARCH METHODOLOGY
12- 15
➢ RESEARCH OBJECTIVE
➢ RESEARCH DESIGN
➢ DATA COLLECTION

3. CHAPTER-3 16-26
DATA ANALYSIS

4. CHAPTER-4 27
FINDINGS
 CHAPTER-1
INTRODUCTION & LITERATURE REVIEW

➢ INTRODUCTION:-
Today’s business world is highly competitive. Every firm is in the race to win more and more
customers. It seems like every business organisation is in like a virtual war with one another
where one organisation attacks another with their strategies and the other defends itself. With
respect to the concept of war in business, Madansky (2005) highlights the concept of game
theory as a zero-sum-two-person game, where one wins and the other loses. The concept of
Marketing Warfare deals with the application of military strategies to different marketing
problems(Trout, 2012, p. 38). The authors forwarded a Strategic square to justify the
argument. They suggested four aspects of Marketing Warfare viz. Offensive, Defensive,
Flanking and Guerrilla.
This war can be distinctly seen in the e-commerce industry. Even though the traditional form
of purchasing and selling of goods and services is preferred today; yet the modern form of it
i.e. the electronic form of purchasing and selling of goods and services is grasping the society
in a rapid pace. This electronic form of commerce is popularly known as e-commerce.
Though there are many players in the e-commerce sector of India, yet Flipkart and Amazon
India seem to play the dominant role.
Sachin Bansal and Binny Bansal, both alumni of the Indian Institute of Technology, Delhi
founded Flipkart in the year 2007 with a mere capital of Rs. 4 Lakhs. Prior to that, they were
employees of amazon.com. Flipkart is headquartered in Bengaluru, Karnataka and it operates
exclusively in India. The two partners started Flipkart from a small room at Koramangala in
Bengaluru and registered it as ‘Flipkart Online Services Pvt. Ltd’ in the Registrar of
Companies. The website initially dealt only in bookselling the business and later expanded its
product lines to different merchandise.In May 2018, the US giant Walmart negotiated a deal
to acquire Flipkart and finally closed the deal on August 18th, 2018 by taking over 77% of
Flipkart’s share at a price of US $16 Billion.
On the other hand, Amazon.com was founded by Jeff Bezos in the year 1994. It is an
American e-commerce company. It is headquartered in Seattle, Washington. Initially, the
company was incorporated with the name “Cadabra” on July 5, 1994. It went online as
Amazon.com in the year 1995. Amazon.com too started its business as an online bookstore.
Over the years, it expanded by selling other merchandise. Amazon.com entered India with
the name‘Amazon India’ in June 2013.As in July 2013, Amazon’s Indian rival Flipkart
announced to invest $ 1 Billion to increase its business; Amazon quickly countered by
announcing to invest $2 Billion (Rs 12,000 Crores) in India to expand business. With the
passage of time, Amazon received an excellent response in India and has turned itself to be one
of the most trustworthy e-commerce websites.
➢ Company Profile:

➢ FLIPKART

Flipkart has launched its own product range under the name “digiflip”, Flipkart also
recently launched its own range of personal healthcare and home appliances under
the brand “citron”. During its initial years, Flipkart focused only on books, and soon
as it expanded, it started offering other products like electronic goods, air
conditioners, air coolers, stationery supplies and life style products and e-books.
Legally, Flipkart 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, Flipkart sells goods in India through
a company called ws retail. Other third-party sellers or companies can also sell
goods through the Flipkart platform. Flipkart now employs more than15000 people.
Flipkart allows payment methods such as cash on delivery, credit or debit card
transactions, net banking, e-gift voucher and card swipe on delivery. Flipkart 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 per month.

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 Flipkartafter this Flipkart was looking for a
long term tie up with motorola mobility. They also launched their android smartphone, the
moto x, 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. The first batch was sold out within 39 minutes on
22 july 2014, the second in 5 seconds on 29 july2014. The sale was proceeded on pre-
registration mode where more than 150,000 buyers booked for the 5 august 2014 sale. This got
sold off in less than 2 seconds. Following this 11xiaomi tech sold 20,000 units in the next sale
on 12 august 2014.On 2 september 2014 Flipkart held a flash sale of the xiaomi redmi 1s budget
android smartphone which was launched in India in july 2014. 40, 000 units priced at Rs5999
each were sold within seconds.A further 40,000 units were sold within 4.5 seconds on sept 9,
2014. The third redmi 1s sale on sept 16, 2014 sold 40,000 units in 3.4 seconds; in the 4th
round of sale of redmi 1s, 60,000units sold in 5.2 seconds on sept 23, 2014. On 30 september
2014 60,000 units sold in 13.9 seconds. Redmi note in India exclusively through Flipkart;
50,000 units sold in 6 seconds on 2 december 2014. In july 2014 Flipkart launched its own set
of tablet, mobile phones & phablet. The first among these series of tablet phones was digiflip
pro xt 712 tablet. In july 2014 Flipkart launched its first networking router, under its own brand
name named digiflip wr001 300 mbit/s wireless n router. In september 2014 Flipkart launched
its in-house home appliances and personal healthcare brand citron. The label includes a wide
range of cooking utilities and grooming products.

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

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 streaming sites.

ACQUISITIONS
▪ 2010: weread, a social book discovery tool.
▪ 2011: mime360, a digital content platform company.
▪ 2011: chakpak.com, a bollywood news site that offers updates, news,
photos and videos. Flipkart acquired the rights to chakpak's digital
catalogue which includes 40,000 filmographies, 10,000 movies and close
to 50,000 ratings. Flipkart has categorically said that it will not be involved
with the original site and will not use thebrand name.
▪ 2012: letsbuy.com, an Indian e-retailer in electronics. Flipkart has bought
the company for an estimated us$25 million. Letsbuy.com was closed
down and all trafficto letsbuy has been diverted to Flipkart.
▪ 2014: acquired myntra.com in an estimated 20 billion (2,000 crore, about
us$319 ₹million) deal.
▪ 2015: Flipkart acquired a mobile marketing start-up appiterate as to
strengthen its mobile platform.
 ➢ AMAZON INDIA

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,
fire tv and phone and is a major provider of cloud computing services. Amazon has separate
retail websites for united states, united kingdom & ireland, france, canada, germany, the
netherlands, italy, spain, australia, brazil, japan, china, India and mexico, with sites for sri lanka
and south east asian countries coming soon. 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 june2013, 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.

EXCLUSIVE PRODUCTS

The Amazon kindle is a series of e-readers designed and marketed by

Amazon.com. Amazon kindle devices enable users to browse, buy, download and
read e-books, newspapers, magazines and other digital media via wireless
networking to the kindle store. The hardware platform, developed by Amazon
subsidiary lab126, began as asingle device and now comprises a range of devices,
including e-readers with e ink electronic paper displays, and android-based tablets
with color lcd screens. All kindle devices integrate with the kindle store to acquire
content and as of february 2016, the store has over 4.3 millione-books available in
the us. The oneplus one launched as an Amazon exclusive in India last year, but
now the device is available for purchase on rival e-commerce store Flipkart. Moto
g (gen 4) and moto g plus (gen 4) will be available exclusively on Amazon.

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. Amazon
active customers have gone up 230 per cent year on year. 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.

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 India post.

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. The company also allowed merchants to set up their own branded
pre-paid debit cards and mobile payments. In order to differentiate itself, company
acquired many it & ecommerce start-ups like pets.com, audible.com, junglee.com,
imbd.com, zappos.com, woot etc.

➢ MARKETING STRATEGY:

➢ Marketing Strategies of Flipkart

Flipkart is one of the most visited and fastest growing E-commerce website in India it
has more than 75 million registered users who increased the sales through online
shopping.
The various Marketing strategies used by Flipkart are
Behavioural & Psychographic segmentation strategy to segment the market to cater
to the customers according to the
changing needs & wants.
Undifferentiated targeting strategy as the people of all demography purchase items
online available to everyone where ever the delivery is possible.
 Distribution strategy i.e. owning distribution firm (Ekart) for the timely delivery of
orders.
Using various social media promotions like twitter, facebook, TV commercials and
promotion of mobile app etc.
Brand equity which is a Marketing strategy of Flipkart, which has garnered a
market leader position through its innovative branding strategies.
1. Big billion day
2. No Kidding, No Worries
3. Fair-Tale
4. Shopping ka Naya Address
5. Shop Anytime, Anywhere etc are the successful campaigns that helped the
company in creating top of the mind awareness.
Maintaining the Content in its own Official Blog page that gives updates about
company, industry, tech etc.
Maintaining the Customer -Relations through informing about every step via
email/text when the order has been confirmed, order summary & shipment detail
tracker information are provided.
Maintaining the straightforward Return and Exchange policies.
Changing the product price tags, wherein the margin of the cost price and selling
price is manipulated vigorously to change the outlook for the customer’s point of
view.

➢ Marketing Strategies of Amazon India

Amazon is known for being the biggest ecommerce store in the world. It has have
more than 115 million registered users .They are praised for reliability and a great
buying experience, always collaborating with the seller to deliver great quality with
every buy.
The marketing strategies of the Amazon India are
Amazon Marketing Services is proving to be a very powerful advertising platform.
Amazon uses demographic and psychographic segmentation to segment the
markets. Amazon’s micro-level segmentation targets each customer individually,
allowing the company to convert visitors into long-term, high-value customers.
Amazon targets the middle class & upper class people who have got hands on
experience in the basic technology.
One of the Marketing strategy of Amazon is having Competitive advantage 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.
Amazon has more than 55 fulfilment centres to maintain its own Distribution
strategy i.e. quick delivery of products the
customer’s order.

Amazon marketing strategy relies on the following six pillars:

1. Offering the widest range of products
2. Using a customer-friendly interface.
 3. Scaling easily from small to large.
4. Exploiting affiliate products and resources.
5. Using existing communication systems.
6. Utilizing universal behaviours and mentalities.
Amazon has a range of business model innovations focussed services: Kindle e-
readers, Fire Tablet, Smartphone and TV, Echo (Alexa, which makes it simple for
shoppers to make a purchase by speaking to their Echo speaker).
Amazon Prime, an annual membership which includes unlimited free shipping and
then involved diversification to a media service with access to unlimited instant
streaming of thousands of movies and TV episodes.

➢ SWOT Analysis of Flipkart:

Strength:
1. Innovative advertisements of Flipkart featuring kids who portray the role of adults. This
increases brand awareness and also expands the customer base of online shoppers.
2. Flipkart is backed by global investors like Tiger Global, DST Global, and Naspers
3. Impressive list of acquisitions like Myntra, LetsBuy, Chakpak, AdiQuity etc
4. Exclusive tie-ups with brands like Motorola Mobility, Xiaomi led to very successful product
launches
5. Venturing into product manufacturing For eg- Digiflip tablets, Citron home appliances and
health care devices
6. Flipkart has a strong logistic support of eKart
7. Flipkart is the first billion dollar ecommerce company in India.
8. Millions of people are registered users with the brand
9. Strong presence of Flipkart due to extensive advertising, marketing etc
10. Good customer support like helpline, online feedbacks, product replacements etc

Weaknesses
1. Huge investment leading to losses over the years hurts the brand image of Flipkart
2. Acquisition of loss making firms can add to its burden

Opportunities
1. Business expansion to other countries can be big boost for Flipkart
2. Foray into furniture and fresh product business to increase its breadth of product categories
3. Ever expanding internet penetration in India can be tapped by Flipkart
4. Better online secure payments can instill more confidence in people to shop online

Threats
1. Global competitors like Amazon making its foray in Indian online retail market can reduce
Flipkart's market share
2. Investigations by authorities to check its FDI regulations compliance
3. Flipkart's business can be affected by fluctuating economy and unfavorable market
conditions & govt policies.

➢ SWOT Analysis of Amazon:

Strength:
1. Amazon is one of the leading ecommerce companies in the world and is competing with
major retail players across the globe
2. Amazon's business is also diversified into cloud computing, artificial intelligence &
streaming digital content (OTT platform)
3. The company has a vast customer base due to international presence in more than 20
countries
4. Amazon provides customized user shopping experience based on customer needs & budget
5. The company has over 1 million employees in its workforce in more than 20 countries
6. Strong brand image of Amazon owing to excellent marketing and branding activities
7. Amazon drives its advertising through online ads, TVCs, print ads etc.
8. It is one of the largest tech retailers in the world
9. Amazon Prime is one of the fastest growing online content OTT platform provider giving
music, movies & entertainment
10. During Pandemic, online content providers like amazon prime have gained a lot with
movies releasing directly on the platform
11. Amazon also has diversified into cloud hosting solutions which has added significantly to
the revenue and brand image
12. Amazon's product line includes Amazon Prime, Alexa, FireTV stick, Audible, AWS,
Kindle etc.
13. The company's warehousing & logistics are one of the most admired & streamlined
operations & processes in the world
14. Amazon has acquired lot of companies globally to grow in local markets
15. The retailer has adopted relevant strategy for different markets making sure that it meets
the need for each market

Weaknesses
1. Intense competition means limited market share growth for Amazon
2. Heavy investments in advertising and discounting affecting margins
3. It has heavily dependent on local players and stakeholders for the supply chain and
distribution
4. Due to Amazon's diversification, a lot of competitors in different lines of business like
ecommerce, cloud, content etc.

Opportunities
1. The markets devoid of internet and increasing internet can boost Amazon's presence
2. Customers reluctant in shopping online can be persuaded
3. Partnerships with corporate houses for bulk selling can help boost sale of Amazon
4. Acquisition of smaller business can help boost the business worldwide
5. Gaming is one of the area, Amazon can explore through its network

Threats
1. Amazon can be subjected to online issues which can affects its brand image
2. Risk of brand dilution by selling a very wide range of products
3. Newly emerging competitive online shopping portals can be challenging
4. Strict government policies and taxation can affect margins
5. Amazon faces a lot of local competition in different regions in operates in
➢ REVIEW OF LITERATURE :

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

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

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

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

❖ Burt and Sparks (2003) check the interaction between retail processes and
e-commerce. The study finds that with the benefits of internet and inclusion
of cost reductions methods in operations, one can enhance its competitive
position in process, structure and relationship terms. The paper also
discusses the benefits of e-commerce and the uncertainty of the future e-
commerce industry. The paper concludes by suggesting that new
business models and formats should be developed for retailers and e-
commerce to improve the activities of all sorts.

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

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

❖ DV et. al (2015), studies about the perceptions of customers towards the

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

❖ Goyal (2014) studies about the perception of Indian customers towards

online shopping. The study focuses on discovering the factors that induce
online sales and identify the loopholes in it. Furthermore, the study also
aims to find out the most and the least popular categories of products that
are purchased online. The paper finds out that though online shopping is
growing rapidly, yet there are many cases where people find the deals
online but prefer purchasing offline. The researcher also states there exist
a reverse trend as well where people touch and feel the product offline but
purchase it online.
 CHAPTER-2
RESEARCH OBJECTIVES & METHODLOGY

2.1 Research Objectives

1. To know about the industry
2. To know about the online market in India.
3. To know about the companies Flipkart and Amazon India, their products,
services, mission and vision of the companies
4. To help consumer to know about the companies product.
5. To study about the segmentation of market.
6. To study the S.W.O.T matrix of these companies.
7. To know the customer preference.
8. To understand the customer segmentation.
9. To the customers priority while choosing a product.

2.2 Research Methodology

Research methodology is considered as the nerve of the project. Without a
proper well-organized research plan, it is impossible to complete the project and
reach to any conclusion. The project based on the survey plan. The main
objective of the survey was to collect appropriate data, which work as a base for
drawing conclusion and getting result.
Research methodology is the way to systematically solve the research problems.
Research methodology not only talks of the methods but also logic behind the
methods used in the context of the research study and it explain why a particular
method has been used in the preference of the other methods.
The method used for the research is descriptive in nature, it is done to find out
the objectives. In descriptive research we use both Primary and Secondary data;
Primary Data
Primary data is information that you collect specifically for the purpose of your
research project. An advantage of primary data is that it is specifically tailored
to your research needs. A disadvantage is that expensive to obtain.
Some of the sources of primary data
1. Questionnaire
2. Interacting with people

Secondary Data
Secondary data is the data that have been already collected by and readily
available from other sources. Such data are cheaper and more quickly
obtainable than the primary data and also may be available when primary data
cannot be obtained at all.
Some of the sources of secondary data
1. Internet
2. Information brochures
3. Magazine

2.3 Research Design

A Research Design is the framework or plan for a study which is used as a
guide in collecting and analyzing the data collected. It is the blue print that is
followed in completing the study. The basic objective of research cannot be
attained without a proper research design. It specifies the methods and
procedures for acquiring the information needed to conduct the research
effectively. It the overall operational pattern of the project that stipulates what
information needs to be collected, from which source and by what methods.
Types of research design:
1. Descriptive research
2. Correlated research
3. Semi experimental research
4. Experimental research
Research used in study: Descriptive research
Descriptive research is used to describe characteristics of a population or
phenomenon being studied. It does not answer questions about how/when/why
the characteristics occurred. Rather it addresses the "what" question (what are
the characteristics of the population or situation being studied?)
The characteristics used to describe the situation or population are usually some
kind of categorical scheme also known as descriptive categories. For example,
the periodic table categorizes the elements. Scientists use knowledge about the
nature of electrons, protons and neutrons to devise this categorical scheme. We
now take for granted the periodic table, yet it took descriptive research to devise
it. Descriptive research generally precedes explanatory research. For example,
over time the periodic table's description of the elements allowed scientists to
explain chemical reaction and make sound prediction when elements were
combined.
Hence, descriptive research cannot describe what caused a situation. Thus,
descriptive research cannot be used as the basis of a causal relationship, where
one variable affects another. In other words, descriptive research can be said to
have a low requirement for internal validity.

2.4 Data Collection

Data collection is the process of gathering and measuring information on
targeted variables in an established system, which then enables one to answer
relevant questions and evaluate outcomes. Data collection is a research
component in all study fields, including physical and social sciences,
humanities, and business.
Types of data collected
There are two types of data used. They are primary and secondary data. Primary
data is defined as data that is collected from original sources for a specific
purpose. Secondary data is data collected from indirect sources.
Data collected:
Secondary Data Collection
Unlike primary data collection, there are no specific collection methods.
Instead, since the information has already been collected, the researcher
consults various data sources, such as:
Financial Statements
Sales Reports
Retailer/Distributor/Deal Feedback
Customer Personal Information (e.g., name, address, age, contact info)
Business Journals
Government Records (e.g., census, tax records, Social Security info)
Trade/Business Magazines
The internet
Preparation of report:
The report was based on the analysis and presented with the findings and
suggestions. The sample of the questionnaires is attached with the report itself.
 CHAPTER-3
DATA ANALYSIS

DATA ANALYSIS
For the investigation reason SPSS demo variant was utilized. Factor investigation was
performed to decide the connection between the variables and much corresponded variables
are consolidated and spoken to by a factor. This is to guarantee data diminishment, rather than
a few variables they are spoken to by minimal essential issue. Relapse investigation, to
distinguish the impact of the segments recognized in factor examination (independent
variables) on client satisfaction (dependent variable).

DEMOGRAPHICS:

Table 1: Demographics of the respondents

Variables Measuring group Frequency Percentage
>25 35 50.0
Age 25-35 25 35.7
>35 10 14.3
Total 70 100

Gender Male 28 40
Female 42 60
Total 70 100

Chart Title
120
100
80
60
40
20
0
>25 25-35 >35 Total Male Female Total
Age Gender

Frequency Percentage
The above table gives the experimental disclosures gathered from the gathered data. It gives
statistic data of the respondents and the precise investigation of the data gathered from them.
This is trailed by the understanding and trade about our disclosures. The above table exhibits
that out of 70 respondents 50 % of individuals are in the age social affair of < 25 years,35.7%
of individuals are in the age gettogether of 25-35 and 14.3% of individuals are in the get-
together of >35. We are having most elevated respondents who do web based shopping are
under 25 years and each one of those has a place with understudy class. In the meantime 35.7%
of age save 25-35 are utilizing web based shopping admirably. Every single one of those
individuals are pulled in to web based business destinations which are putting forth extensive
variety of things to all over the place and moreover with their administrations. Another statistic
factor we considered is sexual orientation. Female respondents are higher than the male
respondents that who favor web based shopping. We can decipher that in view of their
inclinations that they are getting extraordinary and inaccessible global things on the web, which
set aside a few minutes productive.
FOR HOW MUCH TIME DO RESPONDENTS SHOP ONLINE

Table 2: time respondents’ gives to shop online

Valid Frequency Percent Valid percent Cumulative
percent
Once in month 21 30 30 30

Once in two 11 15.7 15.7 45.7

months
More frequent 17 24.3 24.3 70

Very rare 21 30 30 100

Total 70 100 100 100

Chart Title
120

100

80

60

40

20

0
Once in month Once in two months More frequent Very rare

Frequency Percent Valid percent Cumulative percent

From above table we can interpret that how regularly respondents are getting along shopping
on the web. It moved toward becoming affinity for picking web based shopping rather than
physical shopping. Here 30% of respondents are normal to the point that they do shop online
in any occasion once in month. That opens more ways to deal with internet business individuals
to prevail in market.

PREFERENCE GIVEN BY RESPONDENTS ON SPECIFIC ONLINE SITES

Table 3: Preference given by respondents on specific online sites

Valid Frequency Percent Valid percent Cumulative
Percent
Flipkart 29 41.4 41.4 41.4
Amazon 29 41.4 41.4 82.9
Snapdeal 6 8.6 8.6 91.4
Jabong 3 4.3 4.3 95.7
Myntra 3 4.3 4.3 100
Total 70 100 100
RESPONDENT’S PAYMENT METHOD PREFERENCES

Table 4: respondent’s payment method preferences

Valid Frequency Percent Valid Cumulative
percent percent
Debit card 19 27.1 27.1 27.1

Credit card 7 10 10 37.1

Cash on 44 62.9 62.9 100

delivery
Total 70 100 100

Chart Title
120

100

80

60

40

20

0
Frequency Percent Valid percent Cumulative percent

Debit card Credit card Cash on delivery

E-Commerce needs to get trust as far as offering security to client's delicate data.
At the point when respondent is addressed with installment technique they will
utilize while doing internet shopping, the more noteworthy bit of the respondents
picks cash down strategy which is of 62.9%. We can dissect that cash down is
straightforward and culminate approach to manage client to continue. Indeed,
even conveyance youthful colleagues are passing on swipe machines and made
more helpful.
WHICH E-COMMERCE SITE IMPRESSES THE RESPONDENTS THE MOST?

Table 5: e-commerce site that impresses the respondents the most

Valid Frequency Percent Valid percent Cumulative
percent
Flipkart 28 40 40 40
Amazon 33 47.1 47.1 87.1
Snapdeal 9 12.9 12.9 91.4
Total 70 100 100

E-Commerce website that is most valued by clients is Amazon. Amazon is

driving with 47.1% when contrasted with Flipkart, which is having 40% of
respondent's advantage. In like manner, rest of web based business destinations
are not even in the range of Flipkart and Amazon. It obviously demonstrates that
Flipkart and Amazon are driving web based business showcase in India.
RESPONDENT’S SELECTION METHOD OF E-COMMERCE SITES

Table 6: respondent’s selection method of e-commerce sites

Valid Frequency Percent Valid percent Cumulative
percent
Referred by 28 40 40 40
friends
Advertisements 14 20 20 60
Online reviews 28 40 40 100
Total 70 100 100

As per above table respondents are picking as per online reviews and furthermore equal
percentage of respondents are picking e-commerce sites based upon their friend's suggestions.

WHICH SITE SATISFIES THE RESPONDENTS THE MOST?

Table 7: e-commerce site that satisfies the respondent the most

Frequency Percent Valid percent Cumulative
percent
Flipkart 24 34.3 34.3 34.3
Amazon 25 35.7 35.7 70
Snapdeal 7 10 10 80
Jabong 12 17.1 17.1 97.1
Myntra 2 2.9 2.9 100
Total 70 100 100
Value the most key angle while acquiring. At the point when an internet business website can
offer what we required with sensible value, at that point everybody will seek after that webpage
in a way. From above table individuals are for the most part awed with Amazon and Flipkart
with slight change. Significantly however Snapdeal is putting forth every one of the things at
low rates; individuals are occupied with top ones.

WHAT SUGGESTIONS DO RESPONDENTS GIVE TO OTHERS REGARDING E-

COMMERCE SITES

Table 8: suggestions given to others regarding e-commerce sites

Valid Frequency Percent Valid Cumulative
percent frequency
Flipkart 20 28.6 28.6 28.6
Amazon 26 37.1 37.1 65.7
Snapdeal 10 14.3 14.3 80
Jabong 9 12.9 12.9 92.9
Myntra 5 7.1 7.1 100
Total 70 100 100
From one of our past inquiry we comprehended it that companion recommendation is so
essential while acquiring on the web or while choosing an online business website. From above
table we got our view clear in light of the respondent's view which online business webpage is
driving in companions proposals. 37.1% of respondents are prepared to propose Amazon to
their loved ones. Besides, after Amazon, Flipkart is driving in respondent's recommendation
box with 28.6%. Moreover, rests of them are having slightest significance and occupation as
respondent might need to think.

OCCASIONAL PREFERENCES OF THE RESPONDENTS FOR SHOPPING

Table 9: Occasional preferences of respondents for shopping

Valid Frequency Percent Valid percent Cumulative
frequency
Festivals 7 10 10 10
To gift 6 8.6 8.6 18.6
Offers 38 54.3 54.3 72.9
Weddings 5 7.1 7.1 80
Others 14 20 20 100
Total 70 100 100

E-commerce sites know when to and how to attract customers. The managing of offers in e-
commerce sites is recently perfect. Even however people needn't bother with them they will
purchase because of tempting deals consecutively. More than half of people are doing online
shopping, when those e-commerce sites are offering such huge numbers of exciting deals and
offers. All the e-commerce sites are moving their pawns competitive to each other, which lead
customers in perplexity.
TROUBLES FACED BY THE RESPONDENTS

Table 10: Troubles faced by the respondents

Valid Frequency Percent Valid percent Cumulative
percent
Delay in 15 21.4 21.4 21.4
delivery
Product 10 14.3 14.3 35.7
damage
Cheap quality 29 41.4 41.4 77.1
of a product
Non delivery 7 10 10 87.1
Others 9 12.9 12.9 100
Total 70 100 100

From item order to delivery of the item its affiliation's responsibility to satisfy customer's
requirements. Customers expect what they paid for, if something happens they will hesitate to
purchase once more. From above table a large piece of the respondents (41.4%) are having
problem with the item quality and after that they are having problem with delay of item
delivery.
REVIEWS OF RESPONDENTS ON FLIPKART CUSTOMER CARE SERVICE

Table 11: reviews of respondents on Flipkart customer care service

Valid Frequency Percent Valid percent Cumulative
percent
Strongly agree 12 17.1 17.1 17.1

Agree 33 47.1 47.1 64.3

Neutral 10 14.3 14.3 78.6
Disagree 9 12.9 12.9 91.4
Strongly 6 8.6 8.6 100
disagree
Total 70 100 100

Respondents will choose e-commerce sites when they are completely satisfied with their
complete services. After purchase likewise, affiliation have to take responsible for customer's
requirement. Flipkart made its stamp in customer's heart. Respondents (47.1%) of them are
with the Flipkart customer bolster. This is really a better result to Flipkart, because people are
positive towards it.
REVIEWS OF RESPONDENTS ON AMAZON CUSTOMER CARE SERVICE

Table 12: reviews of respondents on Amazon customer care services

Valid Frequency Percent Valid percent Cumulative
percent
Strongly 21 30 30 30
agree
Agree 25 35.7 35.7 65.7
Neutral 14 20 20 85.7
Disagree 6 8.6 8.6 94.3
Strongly 4 5.7 5.7 100
disagree
Total 70 100 100

Again Amazon proved that still it is one step ahead of all its competitors. About 30% customers
of Amazon are happy and highly support Amazon that is the core reason of the success of
Amazon in the markets. As we know from the previous tables that customer are afraid of the
delivery of damaged products, quality of the items, which is not considered in the case of
Amazon because of its image coordinated efforts and its awesome packaging satisfied the
customers and increased its brand value in the Indian e-commerce markets.
 CHAPTER-4
FINDINGS

• Female respondents are demonstrating more interest to do online shopping

than male respondents.
• Customers are preferring quality item from e-commerce sites, even it is bit
expensive.
• Flipkart, Myntra, Jabong and Snapdeal are making a decent attempt to reach
the best position yet Amazon India is giving very intense competition.
• Amazon is leading in every aspect of survey, for example, price, preferred and
furthermore suggesting to friends.
• Undoubtedly Flipkart Snapdeal and Amazon made their effect on customers
very emphatically and captured steadfast customers. Furthermore, they are
ready suggesting their online shopping site to rest of their friends.