INTRODUCTION

Amazon is an international e-commerce company offering online retail, computing services, consumer electronics,
digital content as well as other local services such as daily deals and groceries. According to recent industry figures,
Amazon is the leading e-retailer in the United States with close to 232 billion U.S. dollars in 2018 net sales. The
majority of the company’s revenues are generated through e-retail sales of electronics and other products, followed
by third-party seller revenues, subscription services and AWS activities. Due to Amazon’s global scope and reach,
it is also considered one of the most valuable brands worldwide.
 FACTS
• Amazon has 300 million active users 197 million people visit Amazon.com every month
• Amazon received 2.24 billion visits in Feb ’19
• Amazon’s net sales revenue in Q4 2018 was $72.38 billion
• Amazon owns more than 90% market share in 5 product categories
Growth And Market Value
 Tools Used

• Google Form : This tool was used to create a survey form containing
questions related to Customer Perception and Customer Expectation
which helped in the collection of data.

• Statistical Package For The Social Sciences (SPSS) : This tool was used
for the analysis of the data collected. It was used to perform the
Cronbach’s Alpha Test, Paired T Test and Factor Analysis for both,
Customer Perception and Customer Expectation.
 Survey Questions
PERCEPTION EXPECTATION

RELIABILITY RELIABILITY

The product delivered by Amazon is exactly as shown in the product description The product delivered by Amazon should be exactly as shown in the product
description

The product is delivered within the time frame shown at the time of ordering The product should be delivered within the time frame shown at the time of
ordering

If a product is out of stock, Amazon informs me when the product is in stock If a product is out of stock, Amazon should inform me when product is in stock
again again

ASSURANCE ASSURANCE

Delivery boys of Amazon are trustworthy Delivery boys of Amazon should be trustworthy

Customers feel safe in making online transactions with Amazon Customers should feel safe in making online transactions with Amazon

Amazon portal offers quality products Amazon portal should offer quality products
 Survey Questions
PERCEPTION EXPECTATION
TANGIBLES TANGIBLES
Amazon has user friendly and up to date app Amazon should have user friendly and up to date app
Amazon provides packaging which are visually appealing Amazon should provide packaging which are visually appealing
The Amazon delivery boys appear and sound professional The Amazon delivery boys should appear and sound professional
EMPATHY EMPATHY
Amazon offers customized recommendations to customers on the basis of Amazon should offer customized recommendations to customers on the basis
preferences of preferences

Amazon has a 24*7 helpline portal to resolve customer issues Amazon should have a 24*7 helpline portal to resolve customer issues

The feedbacks of customers are closely monitored and evaluated by Amazon The feedbacks of customers should be closely monitored and evaluated by
Amazon

RESPONSIVENESS RESPONSIVENESS
Amazon responds to customer queries at their earliest(within 2 days) Amazon should be able to respond to the customer queries at their
earliest(within 2 days)

Amazon handles the return and refund process promptly(Within 2-3 days) Amazon should handle the return and refund process promptly(Within 2-3
days)

Amazon’s customer care executives resolves issues faced by the customer within a Amazon’s customer care executives should be able to resolve problems of
single call customers within a single call