“ A STUDY ON SOCIAL MEDIA STRATEGIES

FOR ONLINE SHOPPING CART ON

FLIPKART ”

Submitted in partial fulfillment for the Degree of

Bachelor of Business Administration (2020-2023)

SUBMITTED TO : SUBMITTED BY :
HIMANI KATHURIYA RADHIKA BHARDWAJ
Roll No-200694105026

BBA5th SEM

DEV BHOOMI SCHOOL OF PROFESSIONAL STUDIES ,

(SAHARANPUR)
 DECLARATION

I, RADHIKA BHARDWAJ , hereby declare that the bona-fide record

of “A study on social media strategies for online shopping
cart on flipkart ”done in partial fulfillment of the B.B.A
degree program of University under the guidance of Mr Vikas
Chhabara , Dev Bhoomi School Of Professional Studies saharanpur.
I also declare that the project has not formed the basis of reward of
any degree or any other similarity to any other University.

Place:
Date:
 ACKNOWLEDGEMENT
First, I praise and thank God Almighty who showers his plentiful blessings upon
me, who guide, shield, and then me all the time.

I wish to express my profound gratitude and heartfelt thanks to our HOD Himani
Kathuriya for his encouragement and for giving me permission for the study.

I am thank full to my Project Guide without whose guidance and encouragement, I

could not have completed my Project work. Despite his busy schedule, he spared
me some of his precious time for this work. His moral support besides the
scholarly guidance in research is the foundation of this Project. Thank you, for all
the help and guidance.

I’m also thankful to the other faculties of the department for their valuable advice
and co-operation, rendered for the successful completion of my project. I am
sincerely thankful to the people who helped me in getting data for analysis.
Without their help, it will be more difficult for me to get my questionnaire filled.

I put forward my thankfulness to the Librarian and Non-Teaching Staff of Dev

Bhoomi School Of Professional Studies Saharanpur for their co-operation. I also
take this opportunity to thank my parents, friends, and classmates who have been a
source of inspiration. Without their encouragement, it would not have been
possible for me to complete my project successfully.

Place:

Date:
 CONTENTS

SL.NO TITLE PageNo.

1 LISTOF TABLES

2 CHAPTER1:INTRODUCTION 1-4

3 CHAPTER2:REVIEWOFLITERATURE 5-13

4 CHAPTER3:THE 15-32
ORETICALFRAMEWORK

5 CHAPTER4:DATAANALYSISANDI 33-54
NTERPRETATION

6 CHAPTER 5 :FINDINGS,SUGGESTIONS 55-59

&CONCLUSION

7 BIBLIOGRAPHY 60-61

8 APPENDIX 62-67
 CHAPTER 1
INTRODUCTION
Introduction
CustomersatisfactionisaParameterthathelpstodeterminecustomers’contentment
with a company’s products or services. A satisfied customer always rewards
you with loyalty and is more likely to come back to buy your product or
service and also helps you to globally expand your reach.
Customer
satisfactionhasamajorroleingainingcompetitiveadvantageandalsoitisaleadingindic
atorthatisusedtomeasurecustomerloyaltyandtheirpurchaseintentions.It is all about
keeping your current customers and retaining ones. Satisfied customers always
spread positiveopinionsthatcertifytheproduct'squalityandvalue.Surely,it will
strongly influence potential buyers’ shopping decisions. Many terms in
business are nebulous and vague, customer satisfaction is one of those terms. In
short, we can say that it is a measurement used to
quantify the degree to which a customer is satisfied with the
product or service. It directly influences the health of a business. Satisfied
customers always encourage their family,friends, acquaintances to buy the
product or services.

Online shopping is a trending technology that allows customers to buy goods

andservicesfromasellerovertheinternetbysimplyusingamobilephoneoranyo there
electronic gadget. Flipkart is one of India's dominante-commerce platforms
which was founded by Mr.Sachin Bansal and Binny
Bansal alumni of IIT and
formeramazonemployeesintheyear2007.Its head quartersre side in Bangalore
and now it is registered as a private limited company in
Singapore. Presently Kalyani Krishnamurthy is the CEO of the company.
Flipkart is one of the popular and leading e-commerce companies that assure growth
constantly in commerciality and also its successstory that will in spire the
young blood of entrepreneurs.

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STATEMENTOF THEPROBLEM
Onlineshoppingisatypeofshoppingthatfacilitatesaprettyflawlessandconvenient
way of shopping experience for customers. Nowadays all customers have
their likes and dislikes towards products. It is very much important for all e-
commerce companies to step into the shoes of customers
to break their certaininhibitionsaboute-
shoppingandalsotopromotevirtual shopping among them.

SCOPEANDSIGNIFICANCEOFSTUDY
This study will be more helpful to know about the factors responsible for gaining
customer satisfaction towards Flipkart in Kattoor grama panchayath. This mainly
focuses on the opinions of respondents regarding Flipkart. It also studies the fact
whether people prefer online shopping over traditional shopping and the services
and prices provided by Flipkart are worth it or not.

OBJECTIVESOFSTUDY
1. ToidentifythefactorsaffectingtheSatisfactionofcustomersofFlipkart.
2. ToAnalysetheFactorsinfluencing customersbuying behaviorfromFlipkart.
3. To explore the positive or negative perceptions from customers towards
onlineshopping.

ResearchMethodology
Thepresentstudyisdescriptiveinnature.Descriptiveresearchisatypeofresearchthat is
used to describe the characteristics of a population. This study uses
bothprimaryandsecondarydata.Thequestionnaireisusedforcollectingprimarydata.B
ooks and several Websites are also used for gathering secondary data. In
thisstudy, percentage Analysis is used. Datas are converted into tables and they
aredemonstratedwiththehelpofpiechartsand bar diagrams.

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Sample Design
The population Is Interminable.Itisimpracticaltolearnabouttheentirepopulation.Thes
amplingmethodusedunderthisstudyistheConvenienceSampling
methodunderthenon-probabilitysamplingmethod.

Sampleunit

TheSampleunitofthisstudyconsistsofRespondentsfromkattoorGramapanchayath.
Samplesize
Asamplesizeof50 Respondents hasbeen chosenforthis study.

Limitationsofthestudy

1. TheSampleunitsareconfinedtoonly KattoorGramapanchayath.

2. Thestudyhasonlytaken50 Samples.

3. ThepresentstudyiscarriedoutRelatedtoFlipkartOnlineshoppingsotheresultsca
no nlybegatheredfromFlipkartCustomers.

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 Chapterization

Chapter 1 Introduction: This chapter contains an introduction, statement of the

problem, scope and significance of the study, objectives of the study, research
design, source of data, sample design, Tools of analysis, and limitations of the
study.

Chapter 2 Review of literature: This chapter contains a conceptual review and

empirical Review

Chapter 3 Theoretical framework: This chapter mentions industry profile and

company profile

Chapter4Dataanalysisandinterpretation:This chapter mention data,table,figure,and interpretations

made out of the questionnaire.

Chapter5
Findings suggestions and conclusion: This chapter mentions the findings, conclusions,
suggestions made from the interpretation of data analysis.

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 CHAPTER II

REVIEW OF LITERATURE

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2.1EmpiricalReview

1. Vikas and Vinod Kumar (2017) Through this study found that
customersembraced online shopping over traditional shopping due to the
factors such
asconvenience,productavailability,varietychoices,etc.customershaveapositive
outlook towards online shopping and it has the potential to flourish
inupcoming years.

2. Nandhini Bala Subramanium (2017) The main aim of this study was
tocomparethesatisfactionlevelofcustomerstowardsamazonandFlipkartshopping
andalsotoidentifytheirperceptiontowardsthem.thisstudyconveysthe fact that
both e – platforms provide equal service in terms of paymentfacility.

3. Dr. A.B Santhi (2017) This study draws attention to the factors
influencingcustomer satisfaction. The objective was to portray the
demographic factorswhich have an impact on customer satisfaction towards
online shopping. Thefindings reflect that Respondents are becoming more
techy savvy day by
dayandalsotheyarereadytopurchasesuperbqualityproductsaswell.

4. Durgesh Agnihotri (2015) The study focused to find out the parameters
tomeasure the number of customers who prefer online shopping and also
throw slight on the problems faced by various customers. It found out the
fact that E-floors is preferred because of better delivery services, easy
accessibility, after-sale services, trustworthiness, etc. the study also put
forward the suggestions that the online portals should offer easy payment
facilities, easy returns, and also to construct a better distribution net work which
helps us to make the online portals morereliable to customers.

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5. Anamika S.jain (2018) In her article she conveys that customers get a wide
variety of products on their doorstep which his not available in traditional
shopping. They have the options to choose the best options among
Various alternatives.They can place orders from any where at any time
without indulgi nginacrowd.peoplealwayspreferonlineshoppingoverofflineshopping
because of its time-saving nature and also
its feature of providing clearcutide as a bout
the size,brand,color,quantity,and quality o fthe product whch influences their
buying decisions

6. SharonRudansky-
Kloppers(2014)Themainintentionofthestudywastoinvestigate the factors
which affect customer online buying behavior also todiscover the
technological factors like privacy, security, ease of use, etc. Theresults clarify
that diversification of products would have amajor role inintroducing online
websites to someone. The findings also open up the eyes ofonline retailers to
construct an effective market to capture new customers andretainthe oldones.

7. Chunduri Chaitanya et.al (2017) In her opinion customers are

alwaysattractedtothelowpricesanddiscountswhichisofferedbyonlinestores.They
always expect low-priced goods and services and tend to do more
shoppingfromonlinesitesthanordinaryshops.

8. Bikas Chandra Mandal et.al (2017) The study speaks the fact that pricing
plays an inevitable role in online marketing. equitable prices with necessary
discounts always attract customers. if the product is of a lower price than the
original MRP Price customers will always feel as satisfied. products with
affordable prices attract both middle- level and lower- level
customers.Thecompanyshouldmakesurethattheyaredeliveringqualityprodu

7
 ctsandmust

ensure customer satisfaction which affects the rating and reviewing of the
products.Productswithahighratingandpositivereviewsaffectothers’purchasin
decisions.

9. Rupila Rajesh (2018) opined that customers are always attracted to

The fastest deliv ery of products,availability of 24*7services,discounts,and
offers,various products, cash on delivery,easy are turning policies,etc.If the buyers are
attracted to a particular site they will refer those sites to their friends,
relatives, peer groups which increases their repeated sales. Their site also will
get global exposure.

10. Rashed AlKarim(2013) The study in tends to find out the

motivating factors of online shopping and customers’
inhibitions about it. Time-saving feature Availability of 24*7
sevices, easy ordering and returning facilities, a wide variety of
stocks, Equitable prices are the major motivating factors. Fear of
fraud,hacking ,concerns related to online payment and personal
privacy,returning policies are the in hibitions of people related to
online shopping.These in hibitions will adversely affect online
retailers by the way of loss of customer trust and
confidence.

11. SathyabhamaandRagaPrabha(2016)The study discloses that customer

satisfaction towards online shopping is coupled with gender,age,
occupation,Area of residence,and castoff recent purchase.

12. Alam S., Yasin, N. (2010) The main objective of this study is to find out
the four key dimensions like product variety, delivery performances,
reliability, website design which influence customer satisfaction towards
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online shopping. It also proves that there is notable relationship between
time saved and satisfaction.

9
13. Tandon, U., Kiran, R and Sah .A (2017) The purpose of this study is
topoint out and explore the key determinants which influence the satisfaction
ofcustomers regarding online shopping in India. The findings of the study
revealthat website functionality and perceived usefulness have a positive
impact oncustomersatisfaction. Thenegative impact
comesfromperceivedusability.

14. AdritaGoswami(2013)Thestudyconcludesthatonlineretailersshouldgivesigni
ficance to pricing and after-sales service .e- platforms should offer
newschemes every day to satisfy them. The study also analyses the factors
whichhavemaximumeffectoncustomersatisfaction.

15. Prasanth Singh (2014) The study reveals that online retailers have a
brightfuture. Flipkart offers good products with the best prices and also
provides abetter shopping experience to customers. The prosperity of an online
companyin India is associated with better customer relationships, fair prices,
reputation,andpopularity.

16. MohanapriyaandAnasuya(2014)ThestudystatethatcustomersareusingFlipk
artfollowedbyAmazon,e-bay,snapdeal,Myntra.Customersadoptonlineshopping
due to its features like time-saving, convenience, low prices,
etc.Customersoptforonlineshoppingbecauseofthevariousservicesofferedthemlik
ethefastestdelivery,offersdiscounts, guarantees,warranties,etc.

17. Shanbhoget.al(2016)Thisstudyexaminestheattitudeofcustomerstowardsdirec
tandindirectsellingof onlinefirmsbasedontheirreputation. Mostofthecustomers
prefer indirect selling from online firms because of its attractivediscounts and
offers, a wide variety of products, and its feature of
showingdetailedinformationaboutthepriceandqualityoftheproductwhichhelpsth

1
18. emtodecide on their purchase.

19. Van et. al (2014) The findings of the study reveal that customer
service,methodsofpayment,privacy,merchandiseattributesarethefactorsthatinflu
encecustomer satisfactiontowardsonlineshopping.

20. Jayaprakash. K and Pavithra. A (2017) The study shows that

customersare well educated and even students have a positive viewpoint about
onlineshopping. security and privacy of online shopping is the major concern
thatremainsanobstacleamongonlinecustomers.Toachievesuccessandtoincreases
alesthee-
commerceplatformsshouldensurerelevantsafetymeasuresindeliveringtheproduc
ts.

21. Jayaprakash. K., Balakrishnan. N and Sivaraj. C (2016) The

studyanalysesthefactorsliketime-
saving,leisuretimeshopping,newtrends,easeofpricecomparisons,awidevarietyof
products,convenienceinpaymentattractive offers and seasonal discounts,
proper replacement programs after-
salesservices,freehomedeliverywhichinfluencescustomersatisfaction.

1
References :

⮚ Vikas and Vinod Kumar (2017) “A study on customer perception

towardsonlineshopping”
⮚ NandhiniBalaSubramanium(2017)“Acomparativestudyoncustomersatisfaction
betweenAmazonandFlipkartcustomers.”
⮚ Dr.ABSanthi(2017)“AstudyoncustomersatisfactiontowardsonlineshoppinginTi
rupatitown”
⮚ DurgeshAgnihotri(2017)“Astudyoncustomerpreferenceandattitudetowardsmaj
orE-Floor"
⮚ Anamika S.jain (2018), A study on advantages and disadvantages of
onlineshopping.
⮚ Rudansky-Kloppers,Sharon.(2014).InvestigatingFactorsInfluencingCustomer
Online Buying Satisfaction In Gauteng, South Africa.
InternationalBusiness&EconomicsResearchJournal(IBER).13.1187.10.19030/i
ber.v13i5.8784.
⮚ ChunduriChaitanyaet.al(2017),journalonfactorsinfluencingcustomersatisfactio
nwiththeusageofshoppingappinIndia
⮚ BikasChandraMandal,et.al(2017),Conceptualizingamodelforonlineshoppingint
ension;aliteraturereview,"InternationalJournalofLatestTechnology in
Engineering, Management, and Applied Science", ISSN 2278-
2540,volume4(4),pp109-112
⮚ Rupila Rajesh, (2018), Evaluating the factors influencing online shopping
anditscustomersatisfactioninPunearea,"InternationalJournalofSocialScience",I
SSN:2454-5899,volume4(1),pp54-76.
⮚ Karim,Rashed.(2013).CustomerSatisfactioninOnlineShopping:astudyintothe
reasons for motivations and inhibitions. IOSR Journal of Business
andManagement(IOSR-JBM).11. 10.9790/487X-1161320.

1
⮚ Sathiya Bama, Ragaprabha. Satisfaction on Online Shopping A Study
withSpecial Reference to Pollachi Taluk, International Journal of
MultidisciplinaryResearchandModernEducation,2(1),2016, 90-94.
⮚ Alam S., And Yasin,N. (2010). An Investigation into the antecedents
ofcustomer satisfaction of online shopping. Journal Of Marketing
DevelopmentAndCompetitiveness,5(1),71-78
⮚ Tandon, U., Kiran, R. and Sah, A. (2017), "Analyzing customer
satisfaction:usersperspectivetowardsonlineshopping",
NankaiBusinessReviewInternational,Vol.8No.3,pp.266-288.
⮚ AdritaGoswamiet.al.(2013).CustomerSatisfactiontowardsOnlineShoppingwith
Special Reference to Teenage Group of Jorhat Town Paripex -
IndianJournalofResearch,Vol:3,Issue:4,pp-239-241.
⮚ Prashant Singh (2014). Consumer's buying behavior towards online
shopping;Vol.2,Issue13,nationalmonthlyreferredjournalofresearchincommerce
andmanagement.
⮚ S. Mohanapriya and D. Anusuya, (2014), “A Study on Customer
Preferencesand Satisfaction towards Selected Online Websites with Special
Reference toCoimbatore City,” Paripex-Indian Journal of Research, Volume.3,
Issue.11,November.
⮚ Shanbhog, M., Singh, M., & Mishra, S.(2016). Study on Customer’s
attitudetowardsOnlinefirmsbasedontheirServiceReputation.
⮚ VanHungTrong,NgoTanVuKhannandGwangyoungGim,(2014).Evaluating
factors influencing consumer satisfaction towards online
shoppinginVietnam’,Indian JournalofMarketing, 40(11),Pp.43-52
⮚ K. Jayaprakash & A. Pavithra, (2017) “Rural Customer Satisfaction
TowardsOnline Shopping in Pollachi Taluk”, International Journal of
InterdisciplinaryResearchinArtsandHumanities,2(1),Pp177-182.

1
⮚ Jayaprakash.K.,Balakrishnan.NandSivaraj.C(2016)Factorsinfluencingthebuyin
g behaviour of online rural consumer in Pollachi Taluk, InternationalJournalof
ManagementandSocialScienceResearchReview,1(27), Pp.1 –

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CHAPTER III

THE ORETICAL

FRAMEWORK

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Customersatisfaction

“APerson’sfeelingof pleasureor disappointmentwhenresulted from

comparinga product’sperceivedperformance
oroutcomeagainsthis/herexpectation”

ByPhilipKotler

3.1.2MeaningofCustomerSatisfaction

Customer satisfaction includes a crucial element of evaluation or Judgment on

thepart of customers about the actual performance of the product with the
expectedperformance of the product or service. It helps the company to have a
relationshipwithcustomersfullofTrustworthinessandloyalty.Tomakecustomershap
pyanddelightedtheymusthavetofulfilltheirexpectationsandrequirementsregardinga
particularproductorService.Insimpleterms,wecansaythatcustomersatisfaction is a
yardstick that describes the customer’s state of happiness andfulfillment towards
a particular product or service. There is a positive
correlationbetweenproductqualityandthesatisfactionlevelofcustomers.

Factorsinfluencingcustomersatisfaction

1. Qualityoftheproduct

Quality and customer satisfaction are always positively correlated. poor

qualityproductswillnotrewardtheorganizationwith returningbuyers.

2. Widevarietyofchoices

An organization needs to adopt different methods of delivery services,

colorswhichprovidethecustomerswithahugeamountofoptionsto buy.

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3. EquitablePrices

The high-quality products will always bear higher prices.it’s fair to charge
more.if you decide the product’s price, which is not bearable to the ideal
customers.itwilladverselyaffectyourbusiness.

4. Incredibleconvenience

To increase the convenience of customers it’s very important to provide

easyaccesstobuy andbrowse, schedule,and shoptheproductorservices.

5. Empatheticbehavior

The organization should step into the shoe of customers.to ensure this you
canshow concern towards them and also provide solutions to customer
grievances.That means you should be capable to identify their causes of worry
and also haveamindto listen tothem genuinely.

6. Easyaccessibility

Theorganizationshouldensurethatthereshouldbeeasyreachabilityforcustomerstoint
eractwiththecompany,ask questions,andalsoraiseconcerns.

7. Timeof response

Customersalwaysexpectround-the-
clockservicefromthecompanystaffandalsoexpect their products to be delivered as
soon as possible. they are always
satisfiediftheirquestionsareansweredwithinashortperiod.

8. Fidelity programs

It will be very helpful to keep the existing customers by providing discounts,

offers,freebies,orproductsasa signofgratitude towards them.

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9. CustomerAdmiration

Thecompanyshouldhaveafollow-
upproceduretoshowtheirgratefulnesstowardscustomers.customersshouldfeelthatth
eyhaveworth.theyhavetocreatesuchfeelingsamongthem.

10. Farsightedness

The organization should have the capacity to forecast the requirements and
wantsofcustomers.sothattheycanincreasetheirsalesaccordingtocustomers’will.

Benefitsofcustomersatisfaction

1. Ithelps toboostreputationandgrowth.

2. Helpsin cost-effectivecustomer retention.

3. Itisvery usefulinGainingpopularity.

4. Increasespositive wordofmouth.

5. MinimisesNegativereviewsfromcustomers.

6. Ithelpstobring downMarketingexpenses.

7. Ithelpsinproducingloyalcustomers.

8. Ithelpsingainingsupportfromcustomers.

9. Salesrevenuebecomesstable.

10. Helpsinacquiring newcustomers.

11. Increasesprofitability.

12. Increasesbrandloyalty.

13. Creates afeeling ofcommitmentamongcustomers.

14. Helpstoattain globalexposure.

1
15. Booststrustandconfidenceamongcustomersaboute-commerceplatforms.

Customer

It simply means a person or individual who purchases the goods or

servicesaccording to their personal preferences, desires, beliefs, and needs.
Customers arethe end-userswho decide what to purchase, why to purchase, how
much topurchase,wheretopurchase.

TypesofCustomers

● New customers: Newcomers are always going to have a few questions

abouthowthingsworkbutmightnotalwaysknowhowtoask.
● RetainedCustomers:Theyareeasiertoconvertthanfirst-timebuyersbecausethey
already have a foundation of trust with a company they’ve bought
frombefore.
● Impulse customers:This type of customers are very quick to buy
whensomethingcatchestheireye.Sometimestheyhavealegitimatesupportconcern.
● Angry Customers: Angry customers feel betrayed by the company,
believingthecompanyviolatedthenormsorethicsofacustomer-
companyRelationship.
● Insistent customers: These shoppers usually do quite a bit of research
beforefinalizing any sales and so have probably tried several solutions before
theycontactedcustomerservice.
● Loyal customers: They already have a preference for your company,
theyalwaysexpect a higherstandardof service.

BuyingRolesofa Customer

1. Initiator

Theperson whoprovidestheideaofbuyinga particularproductor service

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2. Influencer

The person who has the skill to influence others for buying a particular
product orservice.Theyplayamajorroleintheirpurchasingdecision.

3. Decider

Thepersonwhodecidesanypartofthewholebuyingprocessie,wheretobuy,whattobuy,
howtobuy,whethertobuy.

4. Buyer

Theperson whohandlesthepaperworkofactualpurchase.

5. User

Theperson whousestheproductor service.

6. GateKeeper

Thepersonwhohasthecontrolovertheinformationaccessorboth,todecision-
makersandInfluencers.

Measurement of customer satisfactionCustomer

satisfactioncanbemeasuredindifferentwaysItincludessev

eralsteps:

1. Establishyourgoal

To get accurate customer data, it is very much important to have a clear-cut

ideaaboutyourgoal.collectingdataaboutcustomersisacrucialfactorthatisnecessaryfo
rthecontinuousgrowthofthebusiness.Thedatacollectedmustbeputintouse.Itwillhelp
to identify thesatisfiedand unsatisfiedcustomers.

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2. Sketchoutyourplan

Onceyourgoalsareestablisheditisnecessarytomakearoughdraftoftheactionsyou are
going to take after gathering the feedback from customers. you can
alsodesignseveralplansbasedontheamountofhighlysatisfiedcustomers.

3. Pickoutatypeofcustomersatisfactionsurvey

The next step is to design your survey .you have to decide the types of metrics
tomeasurecustomersatisfaction.followingmetricscanbeused.

❖ Customersatisfaction score(CSAT)
CustomerSatisfactionScore(CSAT)measurescustomersatisfactionwithabusiness,
purchase, or interaction. It's obtained by asking a simple question,
suchas'Howsatisfiedwereyouwithyourexperience?'.There'sacorrespondingsurveys
cale, which can be 1 – 3, 1 – 5, or 1 – 10. A CSAT score is easy to calculate -
it'sthe sum of all positive responses, divided by the total responses collected,
thenmultipliedby100.Theoutcomewillbetheoverallpercentageofsatisfiedcustomers
.

❖ NetPromoterScoreorNPS

Net promoter score (NPS, rarely Net Promo Score) is a widely used
marketresearch metric that typically takes the form of a single survey question. It
asksrespondentstoratethelikelihoodthattheywouldrecommendacompany,product,o
rservice toafriendorcolleague.TheNPSis typicallyinterpretedandusedasanindicator
of customer loyalty. Employee net promoter score (NPS) is said to helpmeasure
how loyal employees are, similar to the Net Promoter Score (NPS). Insome cases,
eNPS has been argued to correlate with revenue growth relative
tocompetitors,althoughithasalsobeendemonstratedthatNPSscoresvarysubstantially
betweenindustries.Asof2020,versionsoftheNPSarenowusedbytwo-thirds
ofFortune1000companies.

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  CustomerEffortScore(CES)

TheCustomerEffortScore(CES)issimilar,exceptinsteadofaskinghowsatisfiedthe
customer was, you ask them to rate the ease with which they completed
theirtask.You'restilljudgingusereffort,butthistimeyou'regaugingsatisfaction,withth
e notion that the easier a task is, the better the experience will be. Making
anexperience low-effort turns out to be one of the most effective strategies to
lessendissatisfactionanddisloyalty.

❖ Web-Analytics:
Web analytics enables a business to retain customers, attract more visitors
andincrease the dollar volume each customer spends. Data collected through
webanalytics may include traffic sources, referring sites, page views, paths are
taken,and conversion rates. The compiled data often forms a part of customer
relationshipmanagement analytics (CRM). The objective of web analytics is to
serve as abusiness metric for promoting specific products to the customers who
are mostlikelytobuythem. Thiscanhelpimprove
theratioofrevenuetomarketingcosts.

❖ SocialMediaMetrics:
Clients are more vocal on the web-based media, today. They parade their
buysonline while dissing the brands who disappoint them. Online media is a two-
waysword. Remembering that, it tends to be utilized to get what the clients are
talkingabout with regards to your item. Most online media stages accompany a
businessaccountofficethatgivesanexaminationdashboard.Noticeyourcrowdandspot
lightontheirremarks,ontheirsuggestions.Clientcaregroupscanaccumulatethis
information and plan methodologies to work on the
fulfillment/commitmentlevelsfor abetteronlinemediapresence.

1. Modifythelayoutofthesurveysand questions

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 Based on your goals, you can send email surveys to customers which
consistsof demographic questions. You should give more care to make your
surveysshortertogethigherresponserates.Youcanalsoincentives,discounts,givea
ways which motivate the customers to give responses, and also they
willgetachancetogetsomething.

2. Ascertainyoursurveystrigger
This step is all about deciding the people to whom you are sending the
surveyandthetimeyouaresendingittothem.Surveyingtoooftenmaybemonotonous
tocustomersandalsoleadstolowercompletionrates.It’sbettertosurveythemaftera
keymomentof theirjourneyas a customer.

3. Chooseyourmedium ofsurvey
You can send surveys using apps, emails, on-site surveys, post-purchase,
andpost-
servicesurveyshoweverthereshouldbeafactorofconveniencetocustomers.

4. Scrutinize yoursurveydata
After collecting data, you have to integrate those responses, and it’s time
tostudyeachresponsedeeply.

5. Makeimprovements andrepeattheprocess
Afteranalyzingthedata,youwillfindagroupofhighlydissatisfiedcustomers.you
have to investigate it in a detailed manner to identify their problems
andconcernsand also take the necessary stepsto rectify them.

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 TheoriesofCustomerSatisfaction
● DisconfirmationParadigm

Disconfirmation theory states the customer’s comparison about a new

serviceexperience with their developed standard. This theory states a fact that
customerswill make a purchase based on their attitudes, beliefs, expectations, and
intentionsThey will make a judgment about service and measures that they meet
up to
theirstandard.Whenthecustomerscomparetheservicewhichisperformedwithapre-
experienceofthe servicethey had, theprojectreachesits completion.

● Expectancy-valueTheory
AccordingtoExpectation-
valuetheorycustomersfrequentlymakesomejudgmentsaboutaproduct,itsbenefits,an
dthelikelyoutputsofusingtheproduct.People will learn to perform the behavior that
they anticipate, leading to
positiveoutcomes.Therewouldbeadirectlinkbetweenpurchaseandsatisfaction.

Onlineshopping
Online shopping or E-shopping is a part of electronic commerce in which
thecustomers have a facility to search for products online on sellers’ websites
andhave the freedom to select items as per their will.Michal Aldrich, an
Englishentrepreneur is known as the pioneer of online shopping in the 1980s.
nowadaysthis form of shopping has a tremendous role in the lives of people
because of thesuddenoutbreakofcovid19.
BenefitsofOnlineshopping
▪ Itsavesvaluabletimeandeffort.
▪ Availabilityof24*7services.
▪ Convenienceshopping ispossible.
▪ Easinessin thereturnandcancellationofproducts.

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 ▪ Individuals arefreefrompressurized/forcedshopping.
▪ Pricecomparisonfacilityisavailable.

▪ Discreteshopping ispossible.
▪ OnlineTrackingis possible.
▪ Providesdetailedinformationaboutproducts.
▪ Comparisonofbrands/modelsis possible.
▪ AttractiveDiscountsandlowerpricesareavailable.
▪ Widevarietyofproductsisavailable.
▪ Freedeliveryoptionis availablethereforenotransportationcost.
▪ Easyreturn andexchangepoliciesareavailable.
▪ Productsaredeliveredtothedoorstep.

Popularonlineshoppingsites
o Amazon:Itisthebeste-
commercewebsitethatprovidesproductsincludinghouseholds,electronics,books,f
urniture,clothing,etc.

o Myntra:Itisoneofthemostpopularwebsiteswhichsellseverythingincludingluxury
goodstomakeup,accessories,andclothing.

o AJIO:Itisoneofthepromisingfashione-
commercewhichoffersstylishproductstocustomers.

o Snapdeal:Itisoneofthebestmarketingplaceswhichofferswomen’sandmen’sclothing,e
lectronics,mobiles,home, andkitchen appliances,etc.

o Nykaa:Itisoneofthebestbeautydestinationswhichprovidesluxuriouscosmetics,
skincareproductspersonal hygiene products, etc.

o Pharmeasy:Itprovidesdoorstepmedicinedelivery.italsoprovidesvirtualdoctorapp

2
 ointmentsandletstheusersbookonlinetests.

o Bigbasket:Itisoneoftheonlinegroceryproviderswhichoffersfreshveggiesandfruit s
topeoplewhohave notimeto gofor offline shopping.

o IndiaMart:Itisoneofthebestonlinemarketplaceplaceswhichreducesthegapbetwee
nmanufacturersandbusinesses.

o Purplle:Itisoneoftheaffordableonlineshoppingsiteswhichprovidespersonalcarea nd
beauty products.

o Zomato:Itisoneofthebestonlineplatformswhichletstheuserorderfoodfromalistof top
hotels,nearby eateries,etc.

o Swiggy:Itprovidesonlinefooddeliveryservicesyoucanorderyourfavoritefoodat
yourcomfort athome.

o Shopclues:Itisoneofthecheapestonlinewebsiteswhichofferproductsatcheaperpri
ces.

o H&M:Theshoppingsitewhichofferstrendy,classy,anduniquefashionapparelform en,
women,andkids.

o Jiomart:Onlinegroceryshoppingsitewhichprovidesawiderangeoffruits,vegetable
s,personalcare,andbabycareproducts.

Featuresofonlinecustomers
● Theyaremoreinformedaboutproductsandservices.
● Theypossesstechnical knowledge.
● TheyarelessImpulsive.
● Theyarehighlyopinionated.

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● Theyaremoredynamic.
● Theycanconnectwith thetechnical environmentatanytimebecause
oftheirtech-savvynature.
● Fearless nature: No fear to express their honest viewpoints
about aparticularproductorservice.
● Theycancompareproductsandchooseabetterone.
● Theylike morepersonalizationwhichhelpsthemtoconnecttoit.
● They control the experience they wish to have, they wish to research
andtheywishtoexplore.

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 CompanyProfile

History

Flipkart was established in October 2007 by Sachin Bansal and Binny

Bansal,graduatedclassoftheIIT,Delhi,andpreviousAmazonemployees.Theorganiza
tionatfirstcenteredaroundonlinebookdealswithcountry-widedelivery.Flipkart
gradually filled inconspicuousness and was getting 100 orders each dayby 2008.
In 2010, Flipkart obtained the Bangalore-based social book
disclosureadministrationWeReadfromLulu.com.FlipkartisanIndiane-
commercecompanybased in Bangalore, Karnataka, Indi, and registered as a
private limited companyin Singapore. Before expanding into other product
categories such as consumerelectronics, fashion, home goods, groceries, and
lifestyle products, the companyinitially focused on online book sales. Amazon's
Indian subsidiary and
domesticrivalSnapdealarethemaincompetitorsfortheservice.Flipkarthada39.5perce
ntmarket share in India's e-commerce industry as of March 2017. Flipkart has
acommanding position in the clothes market, thanks to its acquisition of
Myntra,and is "neck and neck" with Amazon in the selling of gadgets and mobile
phones.Flipkart also owns PhonePe, a UPI-based mobile payment service.
Walmart, aretail giant based in the United States, acquired a stake in the
company in August2018.

PartnershipsandAcquisitions
partnerships
eBay stated in April 2017 that it would sell its Indian business, eBay., to
Flipkartinexchangefora$500millioninvestment.WhileeBaystatedthattherelationshi
pwould eventually provide Flipkart access to eBay's worldwide vendor
network,these intentions never materialized. Flipkart made an offer to buy
Snapdeal, itslargest local competitor, for $700–800 million in July 2017. It was

2
rejected
bySnapdeal,whichwasseekingatleast$1billion.FlipkartandAuthenticBrands

formed a collaboration in August 2019 to license and distribute Nautica in

India.OnNovember19,2019,Flipkartmadea$4millioninvestmentinEasyRewardz,ac
onsumerengagementand rewardsplatform.

MobileRetailing
FlipkartteamedwithMotorolaMobilityinFebruary2014tobecometheexclusiveIndia
nretaileroftheMotoGsmartphone.MotorolaalsocollaboratedontheMotoE with
Flipkart, a phone aimed especially at emerging markets like India. TheFlipkart
website crashed due to high demand for the phone following its midnightlaunch
on 14 May. Flipkart then conducted exclusive Indian launches for
severalsmartphones,includingtheXiaomiMi3inJuly2014(whentheinitial10,000unit
ssold out in less than 5 seconds), the Redmi 1S, and Redmi Note in late 2014,
andMicromax's Yu Yunique 2 in 2017.In 2017, Flipkart surpassed Amazon
Indiawitha51percentshareoftotalsmartphoneshipmentsinIndia(33percent).
Flipkart held a large sale on October 6, 2014, to coincide with the
company'sanniversary and the Diwali season, which is dubbed "Big Billion Day."
The eventdrewalargecrowdand resultedinthesaleof$100millionintenhours.
The event was panned on social media due to technical difficulties and
stockshortagesonthesite.
Flipkart re-launched the Big Billion Day event in October 2015 as a multi-
dayevent only available on the Flipkart app. To meet customer demand,
Flipkartbeefed up its supply chain and added more fulfillment facilities. During
the event,Flipkart sold $300 million in gross items, with fashion sales accounting
for themajority of the volume and mobiles accounting for the majority of the
value.Flipkartmadealotofmoneyin2017.
InitsBigBillionDayscampaignonSeptember21,Flipkartsold1.3millionphonesin 20
hours, more than double the volume sold on the first day of the same

2
 eventin2016.

Flipkart began blocking access to its website on mobile devices in March

2015,instead of asking customers to download the site's mobile app. The next
month,Myntra went even farther and shut down its website across all platforms,
relyingsolelyonitsapp.However,the"app-
only"approachfailedforMyntra,resultingina10%dropinrevenue,andthecompany'sm
ainwebsitewasreinstalledinFebruary 2016. The experiment with Myntra sparked
speculation that Flipkartwould follow suit, but the business chose not to. Flipkart
developed a new mobilewebsite called "Flipkart Lite" in November 2015, which
delivers

an
experiencesimilartotheFlipkartappandoperatesinsmartphonewebbrowsers.

Acquisitions

FlipkartpurchasedMime360.com,adigitaldistributioncompany,in2011.aswellas the
Chakpak Bollywood portal's digital content repository. Flipkart createdFlyte, a
DRM-free online music store, in 2012 as a result of this acquisition.
ThesitewasunsuccessfulandstoppeddowninJune2013duetocompetitionfromfreestr
eamingproviders.FlipkartboughtLetsbuy,anonlineelectronicsstore,in2012,and
Myntra, an online fashion retailer, for $280 million in May 2014, with an eyeon
India's retail industry. Myntra continues to operate as a separate entity
fromFlipkart, concentrating on different market areas. Flipkart purchased
Appiterate, aDelhi-based mobile marketing automation startup, in April 2015.
Appiterate'stechnologywouldbeusedbyFlipkarttoimproveitsmobileservices,accord
ingtothecompany.FlipkartboughtaminorityshareinthecompanyinDecember2015.

AcquisitionbyWalmart

3
 EmergenceofFlipkart
Flipkart started its music streaming service, Flyte, in 2012 to increase its
onlinemusic streaming services business. However, the service was canceled the
nextyear due to a lack of interest at the time. In the same year, the company paid
roughlyRs12.5billionfortheonlineelectronicsshopLetsbuy,boostingtheirbusiness

even more. Flipkart was ranked first among the Top 20 E-retailers in India
thatyear. According to the company's website, in 2013, they sold 100,000
volumes ina single day. In the same year, e-commerce behemoth Amazon joined
forces withlocal rival Snapdeal to enter the Indian market. In the same year, the
companyestablished PayZippy, apaymentgateway system thatwaslatershut down.
Flipkart was able to raise a total of $2 billion in 2014 from Tiger Global,
AccelPartners, and other investors. Flipkart purchased Indian e-commerce
businessMyntra for $330 million in the same year, adding it to their Fashion &
Lifestyledivision. The company's revenue was Rs 28.4 billion at the end of the
year. Thefollowing year, in 2015, it grew by approximately 80% to just over Rs
95 billion.Flipkart got a tiny share in MapmyIndia and acquired the Delhi-based
mobilemarketingstartup"Appiterate"inthesameyeartostrengthenitsdeliveryprocess
es.
Flipkart was able to sell merchandise worth Rs 20 billion in five days during
theChristmas sale season last year, according to The Economic Times. According
toa report by Firstpost, during Flipkart's "Big Billion Sale" in the same year,
thecompany sold 200 million mobile phones. In 2016, Flipkart paid $60 million
forJabong, another Indian fashion, and lifestyle-based e-commerce brand.
Followingthe acquisition, Jabong became Myntra, and Flipkart now has a market
share ofmore than 60% in India's fashion e-commerce business. Flipkart reached
themilestone of 100 million registered customers that year. Binny Bansal, a co-
founder of Flipkart, took over as CEO when Sachin Bansal stepped down in
thesameyear.
According to a story published in The Economic Times in October 2016,
duringthe 'festive sale season,' Flipkart was able to sell merchandise worth Rs 14
3
billionin a single day. The company's revenue was Rs 132 billion at the end of the
year.Tencent, eBay, and Microsoft invested $1.4 billion in Flipkart in April
2017,valuingthefirmat$11.6billion.FlipkartboughtIndia's UPI-basedpaymentstart-
upPhonePeforanunknownsuminthesameyear.InAugust,Japanese

conglomerate SoftBank invested $2.5 billion of its Vision fund in the

company,whichhada revenueofoverRs156billionattheendoftheyear.

ThepresentpositionofFlipkart
FlipkartwasthemostpopularonlineretailerinIndiain2018,with31.9percentofthe
market share, followed by Amazon with 31.2 percent. Flipkart's market
shareclimbed to 38.3percent thanksto combined sales fromMyntraand
Jabong.Walmart purchased a 77 percent share in Flipkart for $16 billion in
August of thatyear, raising the company's capitalization to more than $20 billion.
Flipkart co-founder Sachin Bansal, as well as Softbank, eBay, and Naspers, sold
their wholeinterest to Walmart as part of the deal. Following the acquisition, the
company'stopmanagementbeganreportingtoMarcLore,CEOofWalmarteCommerc
eUS.Thecompany'srevenuewasRs217billionattheendoftheyear.
Flipkartlaunchedthe"FlipkartVideo"in-appstreamingservicein2019tocompetewith
Amazon's premium video streaming service Amazon Prime. Back
Benchers,theservice'sfirstoriginalshow,premiered
onOctober19ofthatyear.Thecompany'srevenueexceededRs436.15billionattheendo
ftheyear,butaccordingto a Business Today story, the company's net loss for the
year was $38.35 billion.In April 2020, Flipkart launched a digital platform for
kiranas and local MSMEsthatwouldallowmicro-
marketlevelB2BandB2Cbusinessestooperatewithmoreease. In July of that year,
Flipkart bought a 27% stake in Arvind Youth Brands, asubsidiary of Arvind
Fashions Ltd, for Rs 2.6 billion. In October, Flipkart boughta 7.8% stake in
Aditya Birla Fashion and Retail (ABFRL) for Rs 15 billion. InSeptember,
Chinese giant Tencent bought a 5.37% stake in Flipkart for

3
72.7million.Walmartcurrentlyhasan81.29%stakeinFlipkart.Inaddition,co-
founderBini Bansal, Tiger Global, Microsoft, and Accel Partners have a stake of
4.2%,4.77%,1.53%,and1.38%,respectively.AccordingtoStatista,thecompany’stota
lrevenue at the end of 2020 stood at Rs 346.1 billion. However, according to
aBusiness-Standard article,thecompany’snet lossthatyearwasRs31.5billion.

Flipkart has been able to maintain consistent revenue growth year after year
sinceits inception. There is a lot of potential for e-commerce in India because of
thecountry'sgrowingmiddleclassandagrowingnumberofinternetusers.Recognizingt
hatWalmart'sinvestmentinFlipkartwasasmartmove.Flipkart,onthe other hand, is
up against Amazon, a world-class global e-commerce behemoththat has been
giving the company a run for its money. Currently, there isn't muchof a market
share gap between the two companies. Since it entered the Indianmarket in 2013,
Flipkart has tried to establish a reputation and grow its
marketshare.Furthermore,intheIndianfashionandlifestyleaswellasaffordablesmartp
honesegments, Flipkartdominatesthemarket.

3
CHAPTER IV
DATA ANALYSIS
AND
INTERPRETATION

3
 Table4.1:Gender-wiseclassification
Gender Number percentage

Male 14 28%

Female 36 72%

Total 50 100%

(Source:PrimaryData)

Fromtheabovetable,wecanfigureoutthat28%ofRespondentsareMaleand72%ofrespo
ndentsarefemale.

Figure4.1:Genderwiseclassification

36

14

28% 72%

3
Table4.2Theliking towardsFlipkart

Particulars No.ofRespondents Percentage

Yes 49 98%

No 1 2%

Total 50 100%

(Source:PrimaryData)

TheabovetableshowsthatthemajorityoftheRespondentsthatis98%liketoshopfromFli
pkart.only2%shownolikingtowardsFlipkart.

Figure4.2:ThelikingtowardsFlipkart

3
Table4.3:ThefrequencyofpurchasingfromFlipkart

Particulars No.offrequency Percentage

Daily 4 8%

Monthly 12 24%

Weekly 5 10%

Quarterly 29 58%

Total 50 100%

(Source:Primary Data)

The above table shows the frequency of purchasing from Flipkart. Only 8%
ofRespondents purchase Daily,24% of respondents purchase from Flipkart
Monthly,10% of respondents purchase from Flipkart weekly and 58% of
respondents arepurchasingQuarterly.

Figure4.3: ThefrequencyofpurchasingfromFlipkart

3
 Table 4.4: The Respondent’s response towards the Customer
careservicesprovided byFlipkart

Particulars No.ofRespondents Percentage

Excellent 35 70%
Good 10 20%
Average 5 10%
Total
(Source:primaryData) 50 100%

While Analyzing the table we can understand that 35 % of respondents have gotexcellent customer
Figure 4.4: The response towards the Customer care services providedbyFlipkart

3
Table4.5:TheresponsetowardsthemediumofAdvertisementwhichhasanimp
acton their buyingdecision

Particulars Number Percentage

ofRespondents

Television 6 12%

Socialmedia 39 78%

Newspapers 3 6%

Displays 2 4%

Total 50 100%

(Source:PrimaryData)

The above table shows that Television has a 12% Impact on buyers’
decisions.Socialmediahasa78%ofimpact on
buyers’decisions.Newspapershavea6%impact,andDisplayshave4%ofthebuyer’s
decision.

Figure 4.5: The medium of advertisement which has an impact on

theirBuyingDecision

3
Table4.6:Thenumber ofitems purchasedin a weekfromFlipkart
Particulars Number Percentage
ofRespondents

Lessthan5 items 44 88%

5-10items 2 4%

Morethan 10items 4 8%

Total 50 100%

(Source:PrimaryData)

From the above table, 88% of Respondents Purchases less than 5 items. 4%
ofRespondents purchase between 5-10 items. 4%.8% of respondents purchase
morethan10items.

Figure4.6:Thenumberofitems purchasedina weekfromFlipkart.

4
Table4.7:TheFairness ofpricesofferedbyFlipkart

Particulars Number Percentage

ofRespondents

Yes 46 92%

No 4 8%

Total 50 100%

(Source:PrimaryData)

Fromtheabovetable,wecanunderstandthat
92%ofRespondentshaveanopinionthatFlipkartoffersfairprices.Only8%havetheopini
onthatFlipkartdoesn’tofferfairprices.

Figure4.7:TheFairness ofpricesofferedbyFlipkart

4
Table4.8:TheresponsetowardsthepackagingofFlipkartproducts

Particulars No.of Respondents Percentage

Agree 35 70%

StronglyAgree 7 14%

Disagree 1 2%

StronglyDisagree 0 0%

Neutral 7 14%

Total 50 100%

(Source:PrimaryData)

The above table shows that 70% of respondents agree that they like the
packagingofFlipkartproducts.14%ofrespondentsstronglyagreethattheylikethepacka
ging,0nly 2% Disagrees and 0% strongly disagrees.14% of respondents
haveaneutralresponse.

Figure4.8The responsetowardsthepackagingofFlipkartproducts.

4
Table 4.9: The barriers faced by the respondents while shopping
fromFlipkart

Particulars No.of Respondents Percentage

Higherdeliverycost 25 50%

PaymentSecurityissues 2 4%

Privacyissues 3 6%

Others 20 40%

Total 50 100%

(Source:PrimaryData)

From the above table, we can figure out that 50% of respondents faced
higherdelivery costs,4% faced payment security issues,6% of respondents faced
privacyissuesand40%ofrespondentsfacedotherissues.

Figure 4.9: The barriers faced by the respondents while

shoppingfromFlipkart

Others

Higher
deliveryc
ost

Higher delivery
costPayment Security
Privacyissues issuesPrivacyissues
Payment
Securityissues Others

4
Table 4.10: Therespondent’s response towards Flipkart’s return
andexchangepolicies

Particulars No.of Respondents Percentage

Agree 27 54%

StronglyAgree 8 16%

Disagree 0 0%

StronglyDisagree 0 0%

Neutral 15 30%

Total 50 100%

(Source:PrimaryData)

From the table, 54% of respondents agree that Flipkart offers proper return
andexchange policies.16% of respondents strongly agree, None of the
respondentsdisagreeandstronglydisagreeand30%ofrespondentshaveaneutralrespons e.

Figure 4.10: The respondent’s response towards Flipkart’s return

andexchangepolicies

4
Table4.11:Therespondent’sresponsetowardsthefactthatpriceplaysa
significant roleinshoppingfromFlipkart

Particulars No.of Respondents Percentage

Agree 28 56%

StronglyAgree 16 32%

Disagree 1 2%

StronglyDisagree 1 2%

Neutral 4 8%

Total 50 100%

(Source:PrimaryData)

Theabovetableshowsthat56%agreethatpriceplaysasignificantroleinshoppingfrom
Flipkart.32% Strongly Agrees.2% disagree 2% strongly disagree and
8% ofRespondentshaveNeutralResponses.

Figure 4.11:The Response towards the fact that price plays

asignificantrole inshoppingfromFlipkart

4
Table 4.12: The Response towards the Amount of Money spend
onshopping fromFlipkart
Particulars No.of Respondents Percentage
Under1000 26 52%

1000-5000 13 26%

5000-10000 4 8%

Above10000 7 14%

Total 50 100%

(Source:PrimaryData)

The above table shows that 52% of respondents spend under 1000 Rupees
forshopping from Flipkart. 26% of Respondents spent between 1000-5000.8%
ofrespondents spent between 5000-10000 and 14% of Respondents spent
Above10000Rupees.

Figure4.12:TheAmountofMoneyspentonshopping fromFlipkart

4
 Table 4.13: The Response towards the methods of payment
usuallypreferredfor Online shopping

Particulars No.of Respondents Percentage

CreditCard 5 10%

DebitCard 8 16%

Netbanking 9 18%

CashonDelivery 28 56%
(Source:PrimaryData)
Total 50 100%
From the Above table, 10% of Respondents are using a Credit card for payment16%ofRespondents
Figure 4.13: The Methods of payment usually preferred for Onlineshopping

4
Table 4.14: The Response towards Flipkart’s shopping
experiencecomparedtoother sites

Particulars No.of Respondents Percentage

Excellent 10 20%

Good 36 72%

Average 4 8%

Total 50 100%

(Source:PrimaryData)

From the above table, we can figure out that 20% of respondents have an
excellentshoppingexperiencefromFlipkartcomparedtoothersites.72%ofrespondents
havegoodexperienceand8%ofrespondentshaveaverageexperiencecomparedtoothers
ites.

Figure 4.14: The Response towards Flipkart’s shopping

experiencecomparedtoother sites

4
Table4.15:TheRatingofproductsDeliveredfromFlipkart

Particulars No.of Respondents Percentage

Excellent 11 22%

Good 35 70%

Average 4 8%

Total 50 100%

(Source: PrimaryData)

The above table shows that 22% of Respondents have given Excellent as
aRating,70%ofRespondentshavegivengood asaRating
and8%ofRespondentshavegivenAverageasaratingforproductsdeliveredfromFlipk
art.

Figure4.15:TheRatingofproductsDeliveredfromFlipkart

11

22%
70% 8%

4
Table4.16:TheResponsetowardsthelayoutoftheFlipkartWebsite
Particulars No .ofRespondents Percentage

Agree 35 70%
StronglyAgree 6 12%
Disagree 1 2%
StronglyDisagree 1 2%
Neutral 7 14%
Total 50 100%
(Source:Primary Data)
From the above table, we can figure out that 70% of Respondents Agree that
theLayoutofthe Flipkart websiteishelpfulinsearchofproducts.12%
ofRespondentsstrongly agrees,2% of respondents Disagrees,2% of respondents
strongly disagreesand14% ofrespondentshaveNeutralresponse.

Figure4.16:Theresponsetowards thelayoutofFlipkart

5
 Table4.17:TheresponsetowardstheintentionsofoptingforFlipkart.

Particulars No.of Respondents Percentage

Lowerprices 22 44%

Goodquality 9 18%

FastestDelivery 6 12%

Moreoptions 13 26%

Total
(Source:PrimaryData) 50 100%

From the above table, we can understand that 44% of respondents opt for Flipkartbecause of lower
Figure4.17:Theresponsetowardstheintentionsofopting forFlipkart

5
Table4.18:TheresponsetowardstheQualityofinformationprovidedon
this site

Particulars No.of Respondents Percentage

Excellent 11 22%

Good 37 74%

Average 2 4%

Total 50 100%

(Source:PrimaryData)

From the above table,22% of respondents have responded excellentabout

thequality of information,74% of respondents have responded good and only 4%
haveresponded Average.

Figure 4.18 The response towards the Quality of Information

providedon this site

5
 Table 4.19:The response towards the main reasons for opting
foronlineshoppingover traditional shopping

Particulars No.of Respondents Percentage

Time-savingFeature 18 36%
Widevarietyofchoices 23 46%
AttractiveDiscountsand 9 18%
offers
(Source: PrimaryData) Fromthe
AboveTable,wecanseethatonly36%ofrespondentsgoforonlineshopping
Total 50 over
100%traditional shopping bec
Figure 4.19: The response towards the main reasons for opting foronlineshoppingove

5
 Table 4.20:The response towards the delivery of Flipkart
productswithinaspecific period

Particulars No.of Respondents Percentage

Yes 48 96%

No 2 4%

Total 50 100%
(Source:PrimaryData)

The above table shows that 96% of respondents agree that the delivery of Flipkartproducts is within
Figure 4.20: The response towards the delivery of Flipkart productswithinaspecific per

5
Table 4.21: The satisfaction level of respondents towards
FlipkartOnlineservices

Particulars No.of Respondents Percentage

StronglyAgree 33 66%

Agree 9 18%

Disagree 0 0%

StronglyDisagree 0 0%

Neutral 8 16%

Total 50 100%

(Source:PrimaryData)

By analyzing this table we can figure outthat 66% of Respondents

StronglyAgree,18% of respondents Agrees and 16% of respondents have a neutral
responseregardingsatisfactiontowardsFlipkartonline services.

Figure 4.21: The satisfaction level of respondents towards

FlipkartOnlineservices

5
 CHAPTER V

FINDINGS, SUGGESTIONS
&CONCLUSION

5
Findings
⮚ 28%ofrespondentsaremale.
⮚ 72%ofrespondentsareFemale.
⮚ 98%ofpeoplelike toshopfromFlipkart.
⮚ 58%ofcustomers’Quarterlypurchasesfrom Flipkart.
⮚ 70%ofcustomers hasgotexcellentcustomercareservicesfromFlipkart.
⮚ 78%ofcustomersclaimthatsocialmediahasastrongimpactontheirbuyingdecision.
⮚ 88%ofcustomerspurchaseslessthan5items inaweekfromFlipkart.
⮚ 92%ofpeopleagreethatthereisfairnessinthepricesofferedbyFlipkart.
⮚ 70%ofcustomersagreethattheylikethepackagingofFlipkartproducts.
⮚ 50%ofcustomershavefacedhigherdeliverycostsasabarrierwhileshoppingfromFli
pkart.
⮚ 54%ofrespondentsagreethatFlipkartoffersproperreturnandexchangepolicies.
⮚ 56%ofrespondentsagreethatpriceplaysasignificantroleinshoppingfromFlipkart.
⮚ 52%ofrespondentsspendunder1000RupeesforshoppingfromFlipkart.
⮚ 56%ofrespondentsgo forcashondelivery.
⮚ 72%ofrespondentshaveagoodexperiencewhileshoppingfromFlipkartcomparedt
oother sites.
⮚ 70%ofRespondentshavegivengoodasaRatingfortheproductsdeliveredfromFlipk art.
⮚ 70% of Respondents Agree that the Layout of the Flipkart website is
helpful insearchof products.
⮚ 44%ofrespondentsoptforFlipkartbecauseoflowerprices.

5
⮚ 74%ofrespondentshaverespondedgoodabouttheQualityofinformationprovidedo
nthissite.
⮚ 46%ofrespondentsoptforonlineshoppingbecauseofthewidevarietyofchoices.
⮚ 96%ofrespondentsagreethatthedeliveryofFlipkartproductsiswithinaspecificperi od.
⮚ 66% of respondents have strongly agreed that they are highly satisfied
with theFlipkartonlineservices.

5
 Suggestions

❖ According to this study, Flipkart should Improve their Customer Care

Servicestocreatethebestimpressionamongcustomers.
❖ AccordingtoRespondents, thecompanyshould
improvetheirpromotionalactivitiesmorethrough
Television,Displays,andalsoinNewspapersasatechniquetograbtheattentionofCus
tomers.
❖ The company should reduce their delivery cost which becomes
an importantbarrierforcustomers.
❖ Thecompanyshouldprovidethefastestdeliverywhichbecomesareasonforthecusto
mersto opt for this site.
❖ Most of the people like cash on delivery. But Flipkart has to encourage them
touse online payment options as a concern towards their health, especially
duringthesepandemicdays.
❖ Qualityassuranceof theproductsmustbe donebyFlipkartforall products.

5
 Conclusion
Through this study, we can make sure that today’s generation has embraced
onlineshoppingasapartoftheirdailylife.Flipkarthassuccessfullycreatedanirreplaceabl
epositioninthemindsofpeople.Flipkart'soverallbrandvalueisgood,but it faces stiff
competition from worldwide competitors such as Snapdeal andAmazon. However,
According to this study, Flipkart is the most exceptional E-commerce portal in
India, and it is actively expanding and growing and
deepeningitsrootsintheIndianmarketwhilealsoalteringitsfocusonpeople'smindsets,s
uchas switching from visiting a real store to shopping from online stores,
especiallyduringthispandemicdays.Thestudyalsoshowsthatthepandemichasaccelera
tedtheshifttowardsonlineshoppingfromconventionalshoppingHowever,Theyneedto
bemorecompetentandalsohavetoworkonseveralfactorstogivecustomersanamazing
shopping experience. This study also proves that Most of the
customershavechosenFlipkarteventhoughtherearemanyhighgenerousandCompetiti
vee-commercesites.

The growth of online shopping has not only

changedthewaycustomersshopbutalsotheirexpectationsofhowbrandsapproachcusto
mer service, personalize communication and provide customer choices. Thefuture
of Online shopping depends on the best e-commerce companies who
cancreatepersonalized andengagingvirtualshopping experiences.

6
BIBLIOGRAPHY

6
Books

Marketing Management: Philip Kotler

Websites :
https://www.academia.edu/https://www.wikipe

dia.org/https://businessinspection.com.bd/https

://www.hubspot.com/https://searchbusinessana

lytics.techtarget.com/https://www.zendesk.com

6
APPENDIX

6
 Questionnaire

AstudyoncustomersatisfactiontowardsonlineshoppingfromFlipkartwithspe
cialreferenceto kattoor gramapanchayath

This survey is conducted by Delna Vincent of 3rd Dc B.com Aided of

christcollege (Autonomous) Irinjalakuda, On a study of customer satisfaction
towardsonlineshoppingfromFlipkartwithspecialreferencetokattoorgramapanchayat
h.

Name of the person:

Email Address:

Gender:

● Male
● Female
● Others

1. Do you like to shop from Flipkart?

● Yes
● No

2. How frequently do you purchase from Flipkart?

● Daily
● Weekly
● Monthly
● Quarterly
3. What about the Customer care services provided by Flipkart?
● Excellent
● Good
● Average

6
4. Which medium of advertise men impact on your buying decision?
● Television
● Socia lmedia
● Newspapers
● Displays

5. Approximately, How many items would you purchase in a week from

Flipkart
?
● Lessthan5 Items
● 5-10Items
● More than 10items

6. Do you think that Flipkart offers fair prices?

● Yes
● No

7. DoyoulikethepackagingofFlipkartproducts?
● Agree
● StronglyAgree
● Disagree
● Stronglydisagree
● Neutral

8. Whatarethe barriers youfacedwhileshoppingfromFlipkart?

● Higherdeliverycost
● Paymentsecurityissues
● Privacyissues
● Others

6
9. DoesFlipkartprovides properreturnandexchangepolicies?
● Agree
● Stronglyagree
● Disagree
● Stronglydisagree
● Neutral

10. DoyouhaveanopinionthatpriceplaysasignificantroleinshoppingfromFlipk
art?
● Agree
● Stronglyagree
● Disagree
● Stronglydisagree
● Neutral

11. Howmuch amount ofmoneydo youspendonshoppingfromFlipkart?

● Under1000
● 1000-5000
● 5000-10000
● 10000-20000
● Above20000

12. Whatarethemethodsofpaymentusuallypreferredforonlineshopping?

● Debitcard
● Creditcard
● Netbanking
● Cashondelivery

6
13. WhataboutFlipkart'sshoppingexperiencecomparedtoothersites?
● Excellent
● Good
● Average

14. HowdoyouratetheproductsdeliveredfromFlipkart?
● Excellent
● Good
● Average

15. IsthelayoutoftheFlipkartwebsiteishelpfulforeasysearchforproducts?
● Agree
● StronglyAgree
● Disagree
● Stronglydisagree
● Neutral

16. WhatarethemainintentionsofoptingforFlipkartasyourshoppingsite?
● Lowerprices
● Goodquality
● Fastestdelivery
● Moreoptions

17. Whatabout thequality oftheinformationprovidedonthissite?

● Excellent
● Good
● Average

6
18. Whatarethemainreasonsforoptingforonlineshoppingovertraditional shopp
ing?
● Time-savingfeature
● Widevarietyofchoices
● Attractivediscountsandoffers

19. Is Flipkart has a proper delivery of products with in the specified period?
● Yes
● No

20. Areyoufullysatisfied withtheoverallFlipkartonlineservices?

● Agree
● StronglyAgree
● Disagree
● Stronglydisagree
● Neutral