A Project Work on

Study on comparative study between Flipkart & Amazon

By
Students of
Divaba Institute of Business Administration
Semester: - 3

Guided By
MS. YESHA SHAH
Assistant Professor
(B. Com., M. Com., M. Phil., Ph. D. (Scholar), UGC NET, GSET)

A Project Work
Submitted to
Gujarat University

In Partial Fulfillment of the Requirements for

Subject CC-313: Grand Project, Presentation & Viva Voce

in B. B. A. (Bachelor of Business Administration)

April / May -2024

Divaba Institute of Business Administration (532)

SNME Campus, At- Anasan, Ta. - Dascroi,
Ahmedabad-382330.Gujarat, India
 List of Group Members

S. No. En. No. Seat No. Seat No. Sign

01 202210101049
02 202210
03 202210
04 2022
05 2022
06 2022
07 2022
08 2022
09 2022
10 2022
 Divaba Institute of Business Administration
SNME Campus, At- Anasan, Ta.- Dascroi,
Ahmadabad -382330. Gujarat, India

CERTIFICATE
This is to certify that this Project Work on “A Study on comparative study between
Flipkart & Amazon” submitted in partial fulfillment of the requirement for the degree of
Bachelor of Business Administration, of Gujarat University.

This is a bonafide work done by, Students of Divaba Institute of Business

Administration (532) under our guidance and that no part of this project has been
submitted for any other Degree/Diploma.

Year: April/May -2024

Stamp and Signature

Director
Divaba Institute of Business Administration
Anasan, Ahmedabad-382330
 Divaba Institute of Business Administration
SNME Campus, At- Anasan, Ta.- Dascroi,
Ahmedabad -382330. Gujarat, India

CERTIFICATE

This is to certify that this dissertation entitled “A Study on comparative study between
Flipkart & Amazon” submitted in partial fulfillment of the requirement for the degree of
Bachelor of Business Administration, of Gujarat University.

This is a bonafide work done by, Students of Divaba Institute of Business Administration
(532) under guidance and that no part of this project has been submitted for any other
Degree/Diploma.

Year: April/May -2024

Name and Signature of Examiner

 Divaba Institute of Business Administration
SNMECampus,At-Anasan,Ta.-Dascroi,
Ahmedabad -382330.Gujarat, India

CERTIFICATE
This is to certify that this Project Work on “A Study on comparative study between
Flipkart & Amazon ” submitted in partial fulfillment of the requirement for the degree of
Bachelor of Business Administration, of Gujarat University.

This is a bonafide work done by, Students of Divaba Institute of Business

Administration (532) under my guidance and that no part of this project has been
submitted for any other Degree/Diploma.

Year: April/May -2024

Guided by

Signature of guide
(Ms. Yesha shah)
(Assistant Professor)
(B. Com., M. Com., M. Phil., Ph. D. (Scholar), UGC NET, GSET)
Divaba Institute of Business Administration,
Anasan, Ahmedabad-30)
 DECLARATION

We undersigned students of Divaba Institute of Business Administration hereby that

this project entitled “Study on Perceptions of Mutual Fund Investors” is result of our
own research work and has not been previously submitted to any other university for any
other examination. We hereby further declare that all information of this document has
been obtain and presented in accordance with academic rules and ethical conduct.

Year: April / May-2018

S. No. Name Sign.

01 Rishabh.S.Modi
02 Ashutosh. . Tiwari
03 Parthiv. . Vala
04 Vishal. . Marivad
05 Jeel
06 Arvind
07 Deep
08 Parthick
09 Man
10 Harsh

Date:
Place: Ahmedabad

ACKNOWLEDGEMENT
We want to use this platform to say a very heartily to God almighty for bringing me this
far. All glory is to his name.

We heartily acknowledge our sincere gratitude to my research guide, respectable

Ms.Yesha Shah,Assistant Professor, Divaba Institute of Business Administration, Anasan,
Ahmedabad. His able guidance, encouragement and support from the initial to the final
level enabled us to development and understanding of the subject. His comments and
supervision helped us to solve my difficulties and hurdles during research work.

The experience of working under his guidance has proved quite fruitful as it gave me an
opportunity to work under his expertise due to his command over the subject. In spite of
his commitments with other activities, he has always spared his valuable time to assess
our work. We express our gratitude to his valuable support.

Heartily thanks to all faculty members at Divaba Institute of Business Administration,

Anasan, Ahmadabad whose ideas, critical insights and suggestions have been invaluable
in the preparation of this project.

Last but not least we would like to extend my deep sense of gratitude to God, our parents,
all family members, friends and our well-wishers who have directly or indirectly
supported and helped us in the completion of our project successfully.
 INDEX

Chapter No. Particulars Page No.

1 INTRODUCTION TO TOPIC

1.1 Macro Analysis

1.1.1 Meaning of E-Commerce

1.1.2 History of E-Commerce

1.1.3 Forms of E-Commerce Transactions

1.1.4 Scope of E-Commerce

1.1.5 Difference between Traditional Commerce and E-

Commerce

1.1.6 Characteristics of E-Commerce

1.1.7 Advantages of E-Commerce

1.2 Micro Analysis

1.2.1 Company Profile

1.2.2 Mission and Vision

1.2.3 Products

1.2.4 Current Status of Company

1.2.5 Introduction to Customer Satisfaction

2 RESEARCH METHODOLOGY

2.1 Purpose of the study

2.2 Significance of the study

2.3 Research Objectives

2.4 Research Hypothesis

2.5 Research Design

2.6 Sampling Procedure

2.7 Data Collection

2.8 Assumptions

2.9 Reliability and Validity of the Research Instrument

2.10 Data Analysis

2.11 Limitations

2.12 Research Framework

2.13 Definitions of the Terms used

3 ANALYSIS AND FINDINGS

3.1 Data Analysis

4 DISCUSSION AND CONCLUSIONS

4.1 Discussion and Implications

4.2 Conclusion

4.3 Recommendations for Scope for further study in future

* Bibliography

* Statistical Calculations and Tables

* Annexure and Appendix

 CHAPTER:1
INTRODUCTION
 Introduction:
• E-commerce short for electronic commerce , refers to the buying and selling of goods and
services over the internet. It involves the use of online platforms such as website social
media, and mobile application to conduct commercial transaction. E-commerce has also
created from revolutionized the way people shop, enabling the, to purchase products and
services from anywhere in the world, at any time of the day , with just a few clicks .it has
also created new opportunities for business to reach customer beyond their local markets
and expand their customer house.
• E-commerce has many benefits, including convenience, cost-effectiveness, and the ability
to personalize the shopping experience. However, it also comes with some challenges,
such as cyber security risks, logistics and delivery issues, and the need to continually
adapt to evolving consumer preferences and technology trends. It is a rapidly growing
industry that has revolutionized the way we shop, interact with businesses, and conduct
transactions. E- commerce transactions can take many forms, including business-to-
business (B2B), business-to-consumer (B2C), and consumer-to-consumer (C2C) models.
In addition to traditional retail products, e-commerce platforms may also offer digital
products such as software, music, and e-books.
• The origins of-commerce can be traced back to the 1960s, with the advent of electronic
data interchange (EDI) systems that enabled businesses to exchange data electronically.
The development of the internet in the 1990s, however, marked a major milestone in the
evolution of e-commerce, as it made online transactions accessible to a wider audience.
Today, e-commerce is a multi-billion dollar industry that continues to grow at an
exponential rate.
• One of the key benefits of e-commerce is convenience. With e-commerce platforms,
customers can shop for products and services from the comfort of their own homes, 24
hours a day, 7 days a week. This is particularly appealing to busy consumers who may
not have the time or inclination to visit physical stores. Moreover, e-commerce platforms
often offer a wider selection of products than traditional brick-and-mortar stores, as they
are not constrained by physical shelf space. This means that customers have access to a
greater variety of products and are more likely to find exactly what they are looking for.
• Another benefit of e-commerce is the potential for lower prices. E-commerce platforms
often have lower overhead costs than traditional stores, as they do not have to pay for
rent, utilities, and other expenses associated with maintaining a physical storefront. As a
result, e-commerce platforms can often offer products at a lower price than traditional
retailers.
• This is particularly appealing to price-conscious consumers who are looking for the best
deal.
• E-commerce has also transformed the way businesses operate. With e-commerce
platforms, businesses can reach a global audience without having to establish physical
stores in different locations. This has opened up new opportunities for small
businesses that may not have the resources to establish a physical presence in multiple
markets.
 Advantages Of E-commerce Platforms :

• E-commerce platforms offer many advantages for businesses looking to sell their products
or services online. Here are some of the most significant advantages in detail

 Expanded Reach ;
• E-commerce platforms allow businesses to reach a global audience, breaking the
geographical barriers that traditional brick-and-mortar stores face. This means businesses
can tap into new markets and attract customers from all over the world.

1) Lower Costs ;
• E-commerce platforms are typically less expensive than setting up a physical store.
Businesses can save money on rent, utilities, and staffing costs, making it easier for small
and medium-sized businesses to compete with larger players.

2) 24/7 Availability ;
• E-commerce platforms enable businesses to sell their products or services around the clock,
seven days a week. This means customers can make purchases whenever they want, which
is especially useful for people with busy schedules.

3) Improved Customer Experience ;

• E-commerce platforms can offer personalized product recommendations and a smoother
purchasing process. This can enhance the overall customer experience and encourage
repeat business.

4) Increased Efficiency ;
• E-commerce platforms automate many tasks, such as inventory management and order
processing, which can free up time and resources for businesses. This means they can focus
on other aspects of their business, such as marketing and customer service.

5) Data Insights ;
• E-commerce platforms provide businesses with valuable data insights, such as customer
behaviour and sales trends. This information can help businesses make informed decisions
about their products, marketing strategies, and customer service.

6) Flexibility ;
• E-commerce platforms offer businesses the flexibility to adapt to changing market
conditions quickly. For example, they can easily update their product offerings or pricing
strategies to respond to changes in customer demand.✓ Integration With Other Systems ;
• E-commerce platforms can be integrated with other systems, such as payment gateways
and shipping providers, to streamline the purchasing process. This can improve efficiency
and reduce errors.
• Overall, e-commerce platforms offer businesses many advantages that can help them
compete in today’s digital marketplace.

 Disadvantages Of E-commerce Platforms ;

• E-commerce platforms have revolutionized the way people shop and do business, but they
also have some disadvantages that are worth considering. Here are some of the most
significant disadvantages of e-commerce platforms ;

1) Lack of Personal Interaction :

• One of the major drawbacks of e-commerce is that it lacks personal interaction. Customers
cannot touch, feel, or try the product before buying, which can lead to dissatisfaction if the
product does not meet their expectations.

2) Security Concerns :
• Online shopping requires users to provide their personal information and financial details,
which can make them vulnerable to cyber-attacks and fraud. E-commerce platforms must
ensure high-level security measures to protect customer data, and customers must also take
precautions to safeguard their personal information. E-commerce platforms involve online
transactions, and this poses significant security risks. Customers need to provide their credit
card or banking information to make a purchase, and if the e-commerce platform’s security
is compromised, customer data can be stolen, leading to financial losses or identity theft.

3) Dependence On Technology :
• E-commerce platforms depend on technology, and any glitches or system failures can result
in significant losses for businesses. A single server crash can lead to lost sales, dissatisfied
customers, and damage to the company’s reputation.

4) Lack of Instant Gratification :

• E-commerce platforms usually involve a waiting period for the delivery of products, which
can lead to frustration for customers who are used to instant gratification. In some cases,
customers may receive damaged or faulty products, which can further exacerbate the issue.

5) Limited Customer Support :

• While e-commerce platforms provide a convenient shopping experience, they often lack
the personalized customer service that brick-and-mortar stores offer. E-commerce
platforms often rely on chatbots or automated customer support, which can be frustrating for
customers who need help with specific issues. This can lead to a lack of trust and
confidence in the company, as customers may feel like they are not being heard or valued.
6) Shipping Costs :
• Shipping costs can be a significant disadvantage of e-commerce platforms, particularly for
small businesses that cannot offer free shipping. Customers may be reluctant to pay for
shipping, which can lead to abandoned carts and lost sales.

7) Lack of Social Interaction :

• E-commerce platforms lack the social interaction that traditional brick-and-mortar stores
offer. Customers cannot interact with other customers or seek advice from sales associates,
which can result in a less enjoyable shopping experience.
• E-commerce platforms have transformed the way we do business and shop, but they also
have some drawbacks that need to be addressed. Companies must ensure high-level security
measures, provide exceptional customer support, and offer competitive shipping rates to
maintain customer loyalty and trust.

CHAPTER : 2
COMPANY PROFILE
 AMAZON:

 Amazon (Amazon.com) is the world's largest online retailer and a prominent cloud
service provider.Originally started as an online bookselling company, Amazon has
morphed into an internet-based business enterprise that is largely focused on providing e-
commerce, cloud computing, digital streaming and artificial intelligence (AI) service
 History:

• Amazon is an American multinational technology company based in Seattle, Washington.

The company was founded by Jeff Bezos on July 5, 1994, as an online bookstore. Since
then, Amazon has grown to become one of the largest companies in the world, with a wide
range of products and services, including e-commerce, cloud computing, digital streaming,
and artificial intelligence.

 1994-1999 : The Early Years :

• In 1994, Jeff Bezos founded Amazon as an online bookstore in his garage in Seattle. The
website launched in 1995, and by the end of the year, Amazon had shipped its first book to a
customer in California. In 1997, Amazon went public, and its shares soared on the
Nasdaq, making Bezos a billionaire. Amazon expanded its product line to include music
and DVDs in 1998, and by the end of the year, it had become the largest online retailer of
those products. In 1999, Amazon launched a marketplace, allowing third-party sellers to
sell products on its website, which significantly increased its product range.

 2000-2005 : Expansion and Diversification :

• In 2000, Amazon expanded its product line to include electronics, toys, and home
improvement items. It also launched its first overseas website, in the United Kingdom. In
2002, Amazon introduced Amazon Web Services (AWS), a cloud computing platform that
would later become a major source of revenue for the company. In 2003, Amazon launched
the Amazon Prime subscription service, which offered free two-day shipping for a flat
annual fee. This service would become a major driver of customer loyalty and revenue
growth for the company. In 2005, Amazon launched Amazon Prime Video, a digital video
streaming service that would later become a major competitor to Netflix.

 2006-2010 : Kindle and Acquisition :

• In 2006, Amazon introduced the Kindle, an e-book reader that would revolutionize the
book industry. The Kindle allowed users to download books wirelessly, and Amazon
quickly became the largest seller of e-books in the world. In 2007, Amazon acquired
Audible, a provider of audiobooks, and in 2008, it acquired Fabric.com, an online fabric
store. That same year, Amazon launched Amazon Fresh, a grocery delivery service. In
2009, Amazon acquired Zappos, an online shoe retailer, for $1.2 billion. Zappos would
become a subsidiary of Amazon and would help the company expand its product range.
  2011-2015 : New Products and Services :

• In 2011, Amazon launched the Amazon Appstore, a marketplace for Android apps. It also
launched the Kindle Fire, a tablet that would compete with Apple's iPad. In 2013, Amazon
launched Amazon Art, a marketplace for fine art, and it acquired Goodreads, a social
networking site for book lovers. In 2014, Amazon launched Amazon Echo, a voice
controlled speaker that would become a precursor to its artificial intelligence assistant,
Alexa. It also acquired Twitch, a live streaming platform for video games. In 2015, Amazon
continued to expand its presence globally, launching in Mexico and announcing plans

 2016-2020 : Continued Expansion and Challenges :

• In 2016, Amazon announced that it would begin delivering packages by drone in select
markets. The company also introduced Amazon Go, a checkout-free convenience store that
uses sensors and cameras to track what customers purchase. In addition, Amazon launched
Prime Video, a streaming service that allows users to access a wide range of movies and
TV shows, a cashierless convenience store, and Amazon Fresh Pickup, a drive-through
grocery pickup service. It also expanded its physical retail presence with the acquisition of
Whole Foods Market. In 2017, Amazon introduced the Echo Show, a smart speaker with a
video screen, and it acquired Souq.com, a Middle Eastern e-commerce company. Amazon
acquired Whole Foods Market, a high-end grocery chain, for $13.7 billion. This move
allowed Amazon to expand its footprint in the grocery industry and provide customers with
a wider range of products. In addition, Amazon announced plans to build a second
headquarters, leading to a bidding war between cities across the United States. In 2018,
Amazon surpassed $1 trillion in market value, becoming the second company in history to
do so (after Apple). The company also introduced Amazon Key, a service that allows
delivery drivers to enter customers' homes and drop off packages. However, this service
faced criticism over privacy concerns. In addition, Amazon faced backlash over its
treatment of workers, with reports of poor working conditions and low pay. In 2019,
Amazon announced plans to invest $700 million in retraining its employees to work in
high-tech jobs. The company also launched Amazon Business, a marketplace for businesses
to purchase products and supplies. In addition, Amazon faced criticism over its
environmental impact, with employees staging protests over the company's ties to the fossil
fuel industry. In 2020, Amazon experienced a surge in demand as the COVID-19 pandemic
forced many consumers to shop online. The company hired hundreds of thousands of new
workers to keep up with the demand and implemented safety measures to protect workers
from the virus. In addition, Amazon faced criticism over its treatment of workers during
the pandemic, with reports of inadequate safety measures and a lack of paid sick leave.
  2021 : Continued Growth and Expansion:

• In 2021, Amazon announced that Jeff Bezos would step down as CEO and be replaced by
Andy Jassy. The company also faced scrutiny over its impact on small businesses, with
lawmakers calling for increased regulation. In addition, Amazon announced plans to
acquire MGM, the film studio behind the James Bond franchise, for $8.45 billion. In 2022,
it was announced that Amazon had plans to lay off 10,000 employees among its corporate
and technology staff. Amazon has been marked by innovation, expansion, and controversy.
The company has continued to grow and diversify its offerings, but has also faced criticism
over issues such as worker treatment, environmental impact, and market dominance. As
Amazon continues to shape the e-commerce landscape, it will likely face ongoing scrutiny
and challenges in the years to come.
 SWOT Analysis :

Strengths
 Amazon operates in multiple countries,giving it a wide market reach
 It’s one of the most recognized brand globally,known for reliability and convenience
 It sells a vast range of products,from electronics to groceries,catering to various customer
needs
 Amazon Prime offers benefits like free shipping and streaming services,fostering
customer loyalty.

Weakness
 A significant portion of Amazon’s revenue come from third party
sellers,making it vulnerable to their performance and policy change
 The platform faces challenges with counterfeit and low-quality
products,impacting its reputation.
 It faces scrunity over antitrust concerns and labor practices in various
countries,affecting its operation.
 It’s massive logistics network contributes to carbon emissions and
environmental concerns.

Opportunities
 Amazon can further expand into emerging markets to increase its customer
base.
 With its acquisition of pill-pack and entry into telehealth services,there’s
potential for growth in the healthcare sector.
 Investing in original content for its streaming services.

Threats
 Intense competition from other e-commerce giants like Alibaba and
Walmart.
 Shifts in consumer behaviour towards sustainability and ethical
consumption may impact Amazon’s sales
 Increasing regulations related to data privacy,taxation and labor practices
could affect Amazon’s business operations.
 Flipkart

 Flipkart was founded in October 2007 in Bangalore by Sachin Bansal and Binny Bansal,
alumni of the IIT, Delhi and former Amazon employees. The company was started from
a two-bedroom apartment in Kormangala, Bengaluru. The initial investment was
provided by their families, which was INR 2 Lakh from each family.

 Flipkart began selling other products such as music,movies and smart phones.As the
technology,innovation and the shift from traditional buying to electronic buying,the e-
commerce attain momentum in India.Flipkart so far, offers over 80million+ products
spread across more than 80 categories such as laptops,smartphones,computer and their
accessories,books,home appliances,good,fashion products etc.
 Over 100million+ registered customers shop through Flipkart application. The company
has massively invested in establishing warehouses across 21 states.

 History :

• Flipkart is an Indian e-commerce company that was founded in 2007 by Sachin Bansal and
Binny Bansal. Over the years, Flipkart has grown into one of the largest e-commerce
companies in India, with a presence in a range of different product categories.

 2007-2010 : Early Days :

• In 2007, Sachin Bansal and Binny Bansal founded Flipkart as an online bookstore. In 2008,
they expanded to selling other products, such as electronics and clothing. By 2010, Flipkart
had become one of India’s leading e-commerce platforms.

 2011-2013 : Rapid Expansion :

• In 2011, Flipkart raised $150 million in funding from Accel Partners and Tiger Global
Management, among others. This funding helped the company expand its product offerings
and increase its market share. Flipkart launched its own line of tablets, called the Flipkart
Digiflip Pro. This marked the company’s entry into the hardware market, and was seen as
a major step forward in its efforts to compete with larger e-commerce companies like
Amazon and Alibaba. The company continued to expand rapidly in the years that followed,
launching new products and services and expanding its operations to new regions across
India. In 2012, Flipkart acquired Letsbuy, a major electronics retailer in India, which helped
it to strengthen its position in the electronics market. Flipkart launched its own logistics
network, Ekart. This move allowed Flipkart to have more control over its delivery
operations, resulting in faster and more reliable shipping for customers. By 2013, Flipkart
had become the largest e-commerce company in India, with a market share of around 50%,
Flipkart acquired Myntra, a popular online fashion retailer in India. This acquisition helped
Flipkart strengthen its position in the fashion and apparel segment of the e-commerce
market.

 2014-2016 : Competition & Consolidation:

• In 2014, Flipkart faced increased competition from Amazon, which launched its own e
commerce platform in India. The company responded by launching a number of new
products and services, including a mobile app and a new advertising platform. Flipkart
raised $1 billion in funding from a group of investors led by Tiger Global Management.
This was one of the largest funding rounds in Indian startup history at the time. In 2015,
Flipkart acquired Myntra, one of the largest online fashion retailers in India. The acquisition
helped the company to strengthen its position in the fashion market, which was seen as a
key growth area for e-commerce in India. Flipkart announced that it would be acquiring the
mobile payments startup, PhonePe. This acquisition helped Flipkart expand its presence
in the mobile payments market, which was growing rapidly in India. In 2016, Flipkart faced
increased competition from Amazon, which had launched its own e-commerce platform.

 2017-2020 : New Leadership & Growth :

• In 2017, Flipkart hired Kalyan Krishnamurthy as its new CEO, replacing co-founder Binny
Bansal. Krishnamurthy had previously worked for Flipkart’s largest shareholder, Tiger
Global Management, and was seen as a seasoned e-commerce executive with the
experience needed to turn the company around. Under Krishnamurthy’s leadership,
Flipkart launched a number of new initiatives designed to drive growth, including the
Flipkart Plus loyalty program and a new mobile payments app called PhonePe. Flipkart
acquired eBay India, which helped the company expand its product offerings and gain
access to eBay’s large customer base in India. The company also continued to expand its
product offerings, launching new categories like groceries and furniture. In 2018, Flipkart
was acquired by Walmart in a deal worth $16 billion, which helped to further strengthen
its position in the Indian e-commerce market. Following the acquisition, Flipkart continued
to operate as a standalone company, with Krishnamurthy remaining in his role as CEO. In
2019, Flipkart announced that it had achieved profitability for the first time, thanks to its
focus on driving growth in key product categories and expanding its customer base. Flipkart
announced that it would be launching its own video streaming service, Flipkart Video. This
move was seen as a way for Flipkart to compete with Amazon Prime Video, which was
also available in India. In 2020, Flipkart announced that it would be launching a hyperlocal
delivery service, Flipkart Quick. This service allows customers to order products such as
groceries, electronics, and household items, and have them delivered within 90 minutes.
Flipkart also announced that it would be launching its own credit card in partnership with
Axis Bank.

 2021 Continued Growth & Expansion :

• In 2021, Flipkart filed for an initial public offering (IPO), which is expected to be one of
the largest in Indian history. Today, Flipkart continues to be one of the largest e-commerce
companies in India, with a presence in a range of different product categories.

• Overall, Flipkart’s history is marked by a series of strategic moves to expand its product
offerings, increase its market share, and compete with its rivals. From its early days as an
online bookstore to its current position as one of India’s leading e-commerce platforms,
Flipkart has been at the forefront of India’s rapidly growing e-commerce market
 SWOT Analysis :

Strengths
 Flipkart is supported by global investor like Tiger Global,DST Global and Naspers
 It has a strong strategic help of E-kart
 Flipkart is the first billion dollar commerce in India
 Good customer support like helpline, online services, product exchange and replacement

Weakness
 Flipkart has relied heavily on discounts and promotional offers to attract customers,
which can effect profitability
 Large investments leading to losses over the years harms the brand picture of Flipkart
 The E-commerce market in India is highly competitive,with rivals like Amazon and local
players posing significant challenges

Opportunities
 Giving more discounts to attract the customer
 Build up in different developing economics
 It can expand its presence in unstabbed domestic and international markets.
 Collaborating with other businesses,including local retailers,can help
Flipkart strengthen its market position and reach a wider customer base

Threats
 Changes in government regulations or policies related to e-commerce can
pose threats to Flipkart’s operation and expansion plans
 Competitors like Amazon continue to innovate and expand
aggressively,posing a threat to Flipkart’s market share and profitability
 Economics downturrns or fluctuations in consumer spending can also
impact
 Any disruptions in the supply chain, such as natural disasters or
pandemics,can adversely affect Flipkart’s operations and delivery timelines.
 MISSION AND VISSION

[A] FLIPKART

 MISSION :

• Flipkart’s mission is to provide accessible and affordable e-commerce solutions to

customers, empowering them to fulfill their diverse needs and aspirations through a
seamless online shopping experience

 VISION:

• Flipkart’s current vision is ‘To become Amazon of India’

[B] AMAZON

 MISSION :

• Amazon’s mission is to be Earth’s most customer’s company, aiming to build a place

where people can find and discover anything they want to buy online at competitive
prices.

 Amazon mission statements set the company on a path to long term growth and
prosperity,providing strategic direction for attaining its goals. The mission statement
explicity emphasizes customer satisfaction by offering a broad selection of products,a
strength that is evidenced in their SWOT analysis.

 VISION :

 Amazon’s vision is to be the world’s most customer centric company, where customers
can find and discover anything they might want to buy online. Keep in mind that
company visions can evolve, so it’s a good idea to check the latest information for the
most current details.
 The Vision statement reinforces their commitment to human resource management and
workplace safety not just within the online retail industry but beyond,striving for global
preeminence in this areas

 INTRODUCTION TO CUSTOMERS SATISFACTION

[A] FLIPKART

 Table showing age of respondents

S.NO Age No of respondents Percentage

1 Below 18 years 1 1.8%
2 18-30 years 52 94.5%
3 30-40 years 2 3.6%
Total 55 100%
 Table showing the gender of respondents

Sr.no Gender No.of respondents Percentage

1 Male 31 56.4%
2 Female 24 43.6%
Total 55 100%

 Frequently purchased in online shopping

 CHAPTER : 3

RESEARCH METHODOLOGY
 Research Methodology :

✓ Types Of Research ;
• The research is descriptive in nature and has emphasized upon exploratory terms and
concepts.

✓ Sources Of Information ;
• Primary Data : A structured questionnaire will be used for data collection.

✓ Sample Size ;
• The sample size was restricted to 249 respondents. The respondents belong to different age
group.

✓ Sampling Area ;
• Ahmedabad

✓ Sampling Technique ;
• To analyse the results, convenient sampling will be used through questionnaire distribution
among respondents.

✓ Data Analysis ;
• The data collected from the primary sources were arranged sequentially and tabulated in
the systematic order.

✓ Tools For Analysis ;

• The collected data were classified tabulated and analysed with some of the statistical too.
Here we not used any specific statistical tools but here we used general tools of analysis
Like percentage, comparison etc., so our analysis is generally descriptive

 Objectives of Study:

a) To understand customer satisfaction levels of customers towards,Amazon and Flipkart

b) To offer suggestions to the E-commerce providers for implementing effective strategies

c) To understand customer satisfaction during online purchase

 SCOPE OF THE STUDY:

 The research measures the experiences of customers.

 Defines and analyses the experiences based on key deliverables.

 Gains insights into Customer expectations.

 Customer experience is how customers engage with company and brand throughout the
entire arc of being a customer.

 OBJECTIVES OF THE STUDY:

 This project is designed mainly to compare Flipkart and Amazon.

 PRIMARY OBJECTIVE:

 A comparative study of Amazon and Flipkart

 SECONDARY OBJECTIVES:

 To understand and estimate the consumer perception and factors affecting their behavior
for choosing e-commerce sites.

 RESEARCH DESIGN:

 DESCRIPTIVE RESEARCH DESIGN

 Descriptive research is a study designed to depict the participants in an accurate way.

More simply put, descriptive research is all about describing people who take part in the
study.

 SAMPLING TECHNIQUE

 Convenience sampling method:

 A convenience sample is one of the main types of non-probability sampling

methods. A convenience sample is made up of people who are easy to reach.
❖ Limitations :

Like every research, this research project also has some limitations.

 Personal Bias:

The result fully depends on the information given by respondents which may be biased So
they might not give correct information and due to which conclusion could be derived.

 Time Limit :

The time duration of research is so short that’s why the information is not covered fully.

 Geographical Area :

The area for the research work was limited to the Ahmedabad city only.

 Sample Size :

 The sample size taken is of (number)only, which is small study the behaviour of the
people.
 Data Analysis:

1) Gender Ratio:

Particulars No. Of Respondents

Male
Female
Total

Diagram:

Interpretation :

As you can see above pie chart represents the gender ratio. The total number of respondents
is (249) in that the (140) are males and (109) are females. In the above ratio (56%) are males
and (44%) are females.
2. Age :

Data Table:

Particulars No. of Respondents

Below 18 Years
18-25 Years
26-40 Years
41-60 Years
Above 60 Years

Diagram:

Interpretation :

The above column diagram shows the count of age of respondents. As we can see the highest
number of the respondents belongs to the 18-25 years age group that is 155 people (62.25%).
The average number of respondents lies in the 26-40 years age group that is 47 people
(18.88%). The least number of the respondents belongs to the Above 60 years age group that
is 11 people (4.42%) only. The other two remaining varies between the 26-40 years to Above
60 years age group with the 22 (8.83%) people and 14 (5.62%) people respectively.
3. Education Qualification :

Data Table :

Particulars No. of Respondents

Under Graduation
Graduation
Post Graduation
Other
Total

Diagram:

Interpretation :

We can see from the above clustered column diagram that 124 out of 249 are under
graduated, 68 out of 249 are graduated, 38 out of 249 are post graduated, and 19 out of 249
belongs to the other qualification.
4) Occupation:

Data Table:

Particulars No. Of Respondents

Government Employees
Private Sector Employee
Business
Agriculture
Professional
Housewife
Students
Others
Total

Diagram:

Interpretation :

From the above donut pie chart diagram we can know the occupation of the respondents. As
we can see there are total 124 (50%) Students, 40 (16%) Private Sector Employees, 28 (11%)
Businessman, 22 (9%) Housewife’s, 11 (5%) Professionals, 8 (3%) Government Employees,
5(2%) Agriculture’s, and 11 (4%) belongs to Others.
5) Monthly Family Income:

Data:

Particulars No. Of Respondents

Less Than 25000
25001 to 50000
50001 to 100000
100001 to 150000
More than 150000
Total

Diagram:

Interpretation :

This chart shows that monthly income of respondents. 88 respondents have less than 25000
Rs., 66 respondents have 25001 to 50,000 Rs., 54 and 41 respondents have 50,001 to1,00,000
Rs and more than 1,00,000 Rs. Respectively.
 CHAPTER: 4

DISCUSSIONS AND CONCLUSION

 CONCLUSION:

• Over the past few decades, online shopping has rapidly evolved and transformed the way
people shop. With the rise of e-commerce giants like Amazon and Flipkart, consumers now
have access to a wide range of products and services at their fingertips, from the comfort
of their own homes.
• One of the key impacts of these e-commerce giants has been the democratization of
shopping, giving consumers greater choice and access to products from around the world.
This has also led to increased competition among retailers, driving down prices and
improving the overall shopping experience for consumers.
• Another significant impact of online shopping is the shift towards digital payments and the
rise of mobile commerce. Consumers now have a range of payment options available to
them, from credit cards to digital wallets, making it easier and more convenient to shop
online.
• The evolution of online shopping has been greatly influenced by the emergence of e
commerce giants like Amazon and Flipkart. These companies have transformed the way
people shop, by offering a wide range of products, easy payment options, and fast delivery.
The convenience and accessibility of online shopping have led to a significant increase in
e-commerce sales, as consumers have become more comfortable with shopping online.
• However, the impact of e-commerce giants on traditional brick-and-mortar stores cannot
be ignored. Many traditional retailers have struggled to compete with the pricing and
convenience offered by online retailers, leading to a decline in their sales. Additionally,
there have been concerns about the working conditions in e-commerce warehouses and the
impact of online shopping on the environment due to increased shipping. There are also
some potential downsides to the rise of e-commerce giants. For example, there are concerns
around the impact on traditional brick-and-mortar retailers, as well as the environmental
impact of increased online shopping and delivery.
• Despite these challenges, e-commerce giants continue to innovate and expand their
offerings, introducing new services like same-day delivery and subscription models. The
future of online shopping is likely to be shaped by these companies, as they continue to
evolve and adapt to changing consumer preferences and technological advancements.
• Overall, the impact of e-commerce giants on online shopping has been significant, and their
influence is likely to continue in the coming years. As technology continues to advance,
the way people shop will continue to change, and e-commerce giants will play a crucial
role in shaping the future of online shopping. The evolution of online shopping has been
driven by technological advancements and changing consumer preferences, and e
commerce giants like Amazon and Flipkart have played a major role in shaping this
landscape. While there are both positive and negative impacts of this transformation, it is
clear that online shopping is here to stay and will continue to evolve in the years to come.
 BIBILOGRAPHY:

https://www.amazon.com
https://timesofindia.indiatimes.com/
https://www.researchgate.net/
https://www.google.com/
https://en.wikipedia.org/wiki/Wikipedia/
https://transfin.in/a-look-at-the-online-grocery-market-in-india-2020
https://www.grandviewresearch.com/industry-analysis/india-online
grocerymarket