TABLE OF CONTENTS

CHAPTER 1 –

INTRODUCTION

 Introducing the topic

 Need of the study
 Literature review
 Objective of the study
 Limitation of the study
 Research Methodology

CHAPTER 2 –
CONCEPTUAL FRAMEWORK (National and International Scenario)

 Definition
 Features Advantages and Disadvantages
 Brief Introduction of Flipkart

CHAPTER 3 –

 DATA ANALYSIS AND FINDING

CHAPTER 4 –
 CONCLUSIONS AND RECOMMENDATIONS

BIBLIOGRAPHY (OR REFERENCES)

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 CHAPTER 1
INTRODUCTION
INTRODUCING THE TOPIC –

1. E-COMMERCE
Although the terms e-commerce and e-business are often used
interchangeably, there are differences. E-commerce is the buying and
selling of goods and services on the Internet or other computer network.
Any brick and mortar store can become an e-commerce business by
adding a virtual storefront with an online catalogue. In most cases, e-
business refers exclusively to Internet businesses, but it may also refer to
any business that uses Internet technology to improve productivity and
profitability.

2. E-BUSINESS
Business transactions that involve the exchange of money are covered
by the term e-commerce. E-business includes all aspects of running a
business that sells goods and services, including marketing, earning and
retaining customers, procurement, developing business partners and
customer education. In order to be successful, e-commerce and e-
businesses must have quality storefronts that are simple to navigate and
peruse, with accurate and thorough catalogue information. E-business
became an extension of e-commerce to encompass all aspects of
businesses that function online. E-business involves e-commerce, but e-
Commerce does not cover all aspects of e-business.
3. BUSINESS MODELS E-Commerce or Electronics Commerce business
models can generally be categorized in the following categories:-

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  Business - to - Business (B2B)
 Business - to - Consumer (B2C)
 Consumer - to - Consumer (C2C)
 Consumer - to - Business (C2B)
 Business - to - Government (B2G)
 Government - to - Business (G2B)
 Government - to - Citizen (G2C)

Business - to - Business (B2B)

Website following B2B business model sells its product to an intermediate buyer
who then sells the product to the final customer. As an example, a wholesaler
places an order from a company's website and after receiving the consignment,
sells the end product to final customer who comes to buy the product at
wholesaler's retail outlet.

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Business - to - Consumer(B2C)
Website following B2C business model sells its product directly to a customer. A
customer can view products shown on the website of business organization. The
customer can choose a product and order the same. Website will send a notification
to the business organization via email and organization will dispatch the
product/goods to the customer.

Consumer - to - Consumer (C2C)

Website following C2C business model helps consumer to sell their assets like
residential property, cars, motorcycles etc. or rent a room by publishing their
information on the website. Website may or may not charge the consumer for its
services. Another consumer may opt to buy the product of the first customer by
viewing the post/advertisement on the website.

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Consumer - to - Business (C2B)
In this model, a consumer approaches website showing multiple business
organizations for a particular service. Consumer places an estimate of amount
he/she wants to spend for a particular service. For example, comparison of interest
rates of personal loan/ car loan provided by various banks via website. Business
organization who fulfills the consumer's requirement within specified budget
approaches the customer and provides its services.

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Business - to - Government (B2G)
B2G model is a variant of B2B model. Such websites are used by government to
trade and exchange information with various business organizations. Such websites
are accredited by the government and provide a medium to businesses to submit
application forms to the government.

Government - to - Business (G2B)

Government uses B2G model website to approach business organizations. Such
websites support auctions, tenders and application submission functionalities.

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Government - to - Citizen (G2C)
Government uses G2C model website to approach citizen in general. Such
websites support auctions of vehicles, machinery or any other material. Such
website also provides services like registration for birth, marriage or death
certificates. Main objectives of G2C website are to reduce average time for
fulfilling people requests for various government services.

NEED OF THE STUDY (E-COMMERCE)

1. Exploitation of New Business

Broadly speaking, electronic commerce emphasizes the generation and exploitation

of new .business opportunities and to use popular phrases: “generate business
value” or “do more with less”.

2. Enabling the Customers

Electronic Commerce is enabling the customer to have an increasing say in what

products are made, how products are made and how services are delivered
(movement from a slow order fulfillment process with little understanding of what
is taking place inside the firm, to a faster and rt1ore open process with customers
having greater control.

3. Improvement of Business Transaction

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Electronic Commerce endeavors to improve the execution of business transaction
over various networks.

4. Effective Performance

It leads to more effective performance i.e. better quality, greater customer

satisfaction and better corporate decision making.

5. Greater Economic Efficiency

We may achieve greater economic efficiency (lower cost) and more rapid exchange
(high speed, accelerated, or real-time interaction) with the help of electronic
commerce.

6. Execution of Information

It enables the execution of information-laden transactions between two or more

parties using inter connected networks. These networks can be a combination of
‘plain old telephone system’ (POTS), Cable TV, leased lines and wireless.
Information based transactions are creating new ways of doing business and even
new types of business.

7. Incorporating Transaction

Electronic Commerce also inco11'orates transaction management, which organizes,

routes, processes and tracks transactions. It also includes consumers making
electronic payments and funds transfers.

8. Increasing of Revenue

Firm use technology to either lower operating costs or increase revenue. Electronic
Commerce has the Potential to increase revenue by creating new markets for old
products, creating new information-based products, and establishing new service
delivery channels to better serve and interact with customers. The transaction
management aspect of electronic commerce can also enable firms to reduce
operating costs by enabling better coordination in the sales, production and
distribution processes and to consolidate operations arid reduce overhead.

9. Reduction of Friction

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Electronic Commerce research and its associated implementations is to reduce the
“friction” in on line transactions frictions is often described in economics as
transaction cost. It can arise from inefficient market structures and inefficient
combinations of the technological activities required to make a transaction.
Ultimately, the reduction of friction in online commerce will enable smoother
transaction between buyers, intermediaries and sellers.

10. Facilitating of Network Form

Electronic Commerce is also impacting business .to business interactions. It

facilitates the network form of organization where small flexible firms rely on
other partner, companies for component supplies and product distribution to meet
changing customer demand more effectively. Hence, an end to end relationship
management solution is a desirable goal that is needed to manage the chain of
networks linking customers, workers, suppliers, distributors and even competitors.
The management of "online transactions" in the supply chain assumes a central
roll.

11. Facilitating for Organizational Model

It is facilitating an organizational model that is fundamentally different from the

past. It is a control organization to the information based organization.
Theemerging forms of techno-organizational structure involve changes in
managerial responsibilities, communication and information flows and work group
structures.

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LITERATURE REVIEW

Several researchers have carried out studies in their effort to examine consumers
‘online buying behavior. For example, Bellman et al (1999) investigated various
predictors for whether an individual will purchase online. These authors concluded
that demographic variables, such as income, education and age, have a modest
impact on the decision of whether to buy online, whereas the most important
determinant of online shopping was previous behavior, such as earlier online
purchases. This is consistent with Forrester Research which proved that
demographic factors do not have such a high influence on technology as the
consumers ‘attitudes do (Modal, 2000). Stein field and Whitten (1999) suggested
that the combination of the Internet, plus physical presence, provides more
opportunities to capture business than the online-only presence, because they can
provide better pre-purchase and post-sales services to lower consumer transaction
cost and build trust in online stores. However, it is worth mentioning that beliefs
and attitudes that are found in the stage prior to the adoption of e-commerce are
different to those in the ―post-adoption‖ stage (Geffen et al, 2003; Venkatesh and
Brown, 2001; Yu et al, 2005.

OBJECTIVE OF STUDY
 To find the factors that leads a website user to return to or recommend the
website Flipkart.com
 To discover the key factors that influence online buying behaviour of
consumers in India
 To identify who are the online shoppers in terms of demography
 To understand the customer awareness on Flipkart.com
 To determine the factors responsible for customer satisfaction

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LIMITATIONS OF THE STUDY
No research is complete without admitting the limitations that was faced while
conducting a study which will contribute to present learning. This study too like
the others have certain constrains which has been discussed below.
 The study was restricted to Bangalore city only
 The study is mainly concentrated on Flipkart.com
 The sample of the size will be limited to time and resources
 The information will be collected valid until there is no any technical change
or any innovation
 The result is assuming that respondents have given accurate information

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RESEARCHMETHODOLOGY

AREA OF STUDY –

B2C Model of E-Commerce taking the example of www.flipkart.com which is our

case study of this project pertaining to one of the models (B2C) of E-Commerce
and the main crux of this study will be to see how www.flipkart.com has utilized
the B2C Model to revolutionize E-Commerce in India.

The Organization, which I have selected for my Study, is “Flipkart.com” an

Emerging Indian online mega store. I would be studying the strategies that the
portal have used to attract Indian masses, so as to give them the total online
shopping experience, the portal offers an unique strategy towards the masses to
make payment modes like Cash & Card on delivery, which invariably helps the
masses to avoid the hassle of making online payments, as the credit card
penetration in India

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is very low, &people are reluctant to make online payments more to do with the
Indians psyche. Since portals are giving a customized offering to the masses i.e rite
from the wider product portfolio to payment options, its making very convenient
for the users to have a online shopping experience hassle free. Flipkart has
followed the same business model as of Amazon.com,i.e starting from selling
books therefore we can call it as “ Flipkart - The Amazon of India “, however
Flipkart is now Regional based E-business portal i.e only targeting Indian Market.
More Interesting is that, the minds that worked to start Flipkart are also the Ex.
Amazon Employees.

Flipkart.com is an Indian based e-commerce company started by Binny Bansal and

Sachin Bansal, who previously worked at Amazon.com. Post their experience, they
ventured into a similar e-business idea and launched it in India. Flipkart.com
works with the aim of making products and goods easily available at the doorsteps
of anyone who has Internet access. Flipkart.com started off from selling books in
2007, based in Bangalore, and entered then consumer electronics category with
the launch of mobile phones, in September 2010. Since then it kept on adding
more new products categories including books, mobiles, computers, cameras,
home & electronic gadgets& appliances, In addition to these very Recently,
Flipkart.com has also widened its foray by entering into the emerging digital
content market with the recent launch of Flyte, the digital music store & is still
continuing to enlarge its product portfolio. It is now one of the leading e-
commerce players in India, currently ranked no.1 online shopping site in India,
spread in 37 cities, with 11.5 million plus book titles, 14 different categories,
26 million plus registered users and sale of 100000items a day. It provides online
shoppers a memorable online-shopping experience because of its innovative
services like:

• Cash on Delivery,
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• 30-day replacement policy,

• Easy Monthly Instalment options (EMI),

• Free shipping

• Discounted prices & deals

TYPE OF STUDY –

1. Flipkart’srevolutionary workings which has completely overhauled purchase

of products from physical presence in the market to the purchase of
products Online, utilising the B2C model of E-Commerce;
2. Analysis and Trends of change in the Market induced by Flipkart.

TOOLS FOR DATA COLLECTION:–

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 Usingvarious survey reports conducted by Flipkart.com for the betterment of
Customer service.

METHOD OF ANALYSIS –
Comparison of situations using Graph Analysis and Percentage Analysis.

TABLES
Table 1:-Some household types and their affinity with b2c e-commerce.
Household type Affinity with b2c e-commerce

1. Young adults (< 30 Skilled, frequently using the Internet, eager to know new things but
years) with limited financial resources; not yet regular Internet shoppers,
but likely to be so in the future, especially when living in rural areas.
2. The elderly (> 60 Insufficient skills, sometimes with financial means and lacking
years) certainphysical abilities, but not at all time-pressed; hence
limitedinvolvement in b2c e-commerce, which may gradually
change over in the next two decades, especially when living in rural
areas.
3. Time-pressed Highly skilled, double-income, time-pressured households with
families children and some affinity with new technologies; potential or
present
Internet shoppers, especially when living in rural areas.
4. ‘Active, on-the-go- Highly skilled, high-income, time-pressured professionals with a
lifestyles’ highaffinity for new technologies; potential or present Internet
shoppers,especially when living in rural areas.

Table 2:-Transaction cost reductions due to e-commerce.

Consumers (buyers) Businesses (suppliers) Advantages of e-

commerce
Contact Search for product Look for selling Enhanced access to
alternatives, become aware alternatives, consider information implies
of needs and possibilities manifest or potential better
tofulfiII them, match needs of clients, and search, matching
alternatives, determine their andevaluation

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 and evaluate outcomes. capacity to fulfiII possibilities.
these needs. Efforts to enhance
customer
loyalty may reduce this
advantage, however.
Contract Negotiate the terms of a Shift of administrative
transaction, draft a costs from sellers to
preliminary contract, buyers. Online
anticipate possible future planning systems reduce
problems, and propose costs at his stage.
changes in the contract.
Control Monitor the realization of More information
the transaction process, available
compare with contract through online control
details. Deviations lead to systems, e.g. tracking-
haggling, adjustment of andtracing.
contracts, sanctions or In case of
third-party mediation. opportunistic behaviour,
e-commerce is not a
sufficient tool to
handleproblems.
During Both parties invest time, More and better
the effort and money in (interactive)
entire preventing information facilitates
process misunderstandings, ongoing communication.
mistakes and
misspecifications,
incomplete fine-tuning
or applications.
Source: adapted from Nooteboom (1994), pp. 32–33.

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 CHAPTER 2

CONCEPTUAL FRAMEWORK / NATIONAL

AND INTERNATIONAL SCENARIO
NATIONAL SCENARIO -
Flipkart has worked wonders in the field of E-Commerce, wholly revolutionising
the way Indians purchased products, that too directly from the conglomerates
themselves. This was brought about by a sound Finance System.

Initially, the founders had spent 4lakh to set up the business. Flipkart has later
raised funding from venture capital funds Accel India (US$1 million in 2009)and
Tiger Global (US$10 million in 2010 and US$20 million in June 2011). On 24
August 2012, Flipkart announced the completion of its 4th round of $150 million
funding from MIH (part of Naspers Group) and ICONIQ Capital. The company
announced, on 10 July 2013, that it has raised an additional $200 million from
existing investors including Tiger Global, Naspers, Accel Partners and Iconiq
Capital.

Flipkart's reported sales were 40 million in FY 2008–2009, 200 million in FY

2009–2010and 750 million for FY 2010–2011. In FY 2011–2012, Flipkart is set to
cross the 5 billion (US$100 million) mark as Internet usage in the country
increases and people get accustomed to making purchases online. Flipkart
projects its sales to reach 10 billion by year 2014. On average, Flipkart sells nearly
20 products per minuteand is aiming at generating a revenue of 50,000 crore
(US$.8 billion) by December 2015.

On November 2012, Flipkart became one of the companies being probed for
alleged violations of FDI regulations of the Foreign Exchange Management Act,
1999

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In July 2013, Flipkart raised USD 160 million from private equity investors, taking
the total to USD 360 million in its recent fund raising drive to build and strengthen
technology and bolster its supply chain.

In October 2013, it was reported that Flipkart had raised an additional $160
million from new investors Dragoneer Investment Group, Morgan Stanley
Investment Management, Sofina SA and Vulcan Capital with participation from
existing investor Tiger Global. With this, the company has raised a total $360
million in its fifth round of funding, the largest investment raised by an Internet
company in India, emulating InMobi’s $200 million investment from Softbank in
September 2011.

The company valued at approx.US$15.5 billion (May 2015), and plans to use the
capital raised to improve its technology and supply chain capabilities, enhance its
end user experience and for hiring.

India's e-commerce market was worth about $2.5 billion in 2009, it went up to
$6.3 billion in 2011 and to $14 billion in 2012. About 75% of this is travel related
(airline tickets, railway tickets, hotel bookings, online mobile recharge etc.). Online
Retailing comprises about 12.5% ($300 Millionas of 2009).

India has close to 10 million online shoppers and is growing at an estimated 30%
CAGR vis-à-vis a global growth rate of 8–10%. Electronics and Apparel are the
biggest categories in terms of sales.

India's retail market is estimated at $470 billion in 2011 and is expected to grow to
$675 Bn by 2016 and $850 Bn by 2020, – estimated CAGR of 7%. According to
Forrester, the e-commerce market in India is set to grow the fastest within the
Asia-Pacific Region at a CAGR of over 57% between 2012–16.

INTERNATIONAL SCENARIO –
Flipkart’s reach has not yet reached the International market so we cannot
comment on its International Scenario but the management has plans of
extending its business to the South East Asian region.

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The Change from traditional commerce to E-
Commerce
For nearly 25 years, Dinesh Chopra lived with a locational handicap. Chopra sells
computer parts, electronic gadgets and accessories from his outlet in Nehru Place
— an assembly of several four-storey buildings. Although Asia's largest computer
market registers thousands of footfalls every day, only a fraction brave the filth
and dilapidation to climb up. "I'm on the first floor and that's my weakness," says
Chopra, director, Softek Surya. "I don't get regular walking customers."

But Chopra does not mind anymore. "Now, they land on my shop via online
marketplaces," he smiles. Softek is a registered seller on five online marketplaces,
including eBay and Flipkart. "About 35 per cent of my marketplace buyers are
from South India, who have never seen my shop," he says. His annual sales have
rocketed from Rs 14 crore in 2010-11 to Rs 60 crore now; and 70 per cent of it is
from online marketplaces, which are adding "muscle to business".

Chopra is a prime example of

online marketplaces — branded e-tailers who host sellers, and connect them to
buyers for a commission
— empowering a
small business to
scale up.

An example of
another kind of

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empowerment they are enabling is India Trend, which is in business only because
of online marketplaces. Seven years ago, Parul Arora Mittal and her mother "tried
their luck" by putting 20 pieces of jewellery on eBay. All were sold in a week.
Today, Mittal's small operation exports handmade, alloy-metal jewellery, via eBay.
"We never had the resources to set up a physical store," says the 30-year-old.
Now, she has no reason to. "Since then, I have never even thought of a physical
store. The online marketplace is my business place." And their numbers are
increasing.

Amazon is the latest, launching its online marketplace in India in June. Globally,
the world's largest retailer earns 40 per cent of its 2012 revenues of $61 billion (Rs
3,66,000crore) by selling other people's goods.

Sensing the groundswell and business logic even Flipkart, India's largest online
retailer, started selling goods of other sellers — the online marketplace model —
along with its own goods. "It's the right time as we have now built the Flipkart
brand," says its co-founder & CEO Sachin Bansal, adding the online marketplace is
the "right model for India".Such moves by e-commerce players is opening up a
world of possibilities for small entrepreneurs like Chopra and Mittal.

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The figure above clearly shows the meteoric rise of E-Commerce in Market
Capitalisation by Retail stores in the new Millenium.
It is all because of online shopping sites such as e-bay, FLIPKART, Amazon, etc.

This is a survey conducted to find out how E-Commerce has impacted businesses
in India. It clearly shows increase of an average of 70% in all the categories of
change, thus, emphasising on the fact of the Rise and Rise of E-Commerce, and its
Main Player, FLIPKART, in India.

CHAPTER 3
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 CAPITAL ANALYSIS AND FINDING
This chapter aims obtain the objective of the study by critically
analyzing the qualitative datathrough thoroughly examining the
interviewee‘s responses and beliefs. This has beenachieved through
evaluating the most relevant responses by the participants. The data
has been analysed and discussed by comparing the comments made byth
e respondents with theliterature review keeping in mind the research
objective of the study. Thus, the rationale ofthis analysis is based on the
personal answers provided by the respondents.An appropriately
designed questionnaire was used to collect the primary data for the
study.The data for 100 respondents was organized systematically in
tables and graphs and then wassubjected to analysis using appropriate
statistical tools. The results of the analysis are presented in the following
section in order to assess the customer perception towards online
shopping on Flipkart.com in India. Here foranalyzing,we are considering
two factors. That is:

 Demographical factors
 Behavioural factors

Demography
1. Age Group:

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 Table: Age wise respondents

45&
15-25 25-35 35-45 above Total

No. of Respondents 63 24 12 1 100

Percentage 63 24 12 1 100

Graph:Agewise respondents

Analysis and Interpretation:

Below figure shows that 63% respondents are between 15-25 years old,
24% respondents are between 25-35 years old, 12%respondents between
35-45 years old, and 1% respondents are between 45& above. Overall
result shows that between all of the respondents who has age between15
to 35 years (63%+24%=87%) people are more familiar to shop online on
my target population.

2. Gender of Respondents
Table: Gender wise respondents

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 Male Female Total
Responses 58 42 100
Percentage 58 42 100

Graph:Gender wise respondents

Analysis and Interpretation:

According to demography profile, in this study 58% male and 42% female
respondents are part of my target population and they help me to fulfil my
questionnaire from different areaof Bangalore city. From these groups total
respondents are 100. So, according to the surveyresult, the male respondents are
more and can be told that they interested to shop online thanfemale, even though
both of them shop online.

3. Occupation

Table: Occupation wise respondents

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 Business
person Housewife Salaried Student Total
No. of Respondents 8 7 46 39 100
Percentage 8 7 46 39 100

Graph: Occupation wise respondents

Analysis and Interpretation:

In this survey, 46% of the respondents are salaried and 39% are students. So they
bothtogether made majority of respondent‘s percentage (85%). 8% are business
persons and 7%are House wife. Salaried persons and students will always look for
new technologies and newservices which make them more comfort.

4. Annual Income:

Table: Income wise respondent

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 9&
0-3L 3-6L 6-9L above
No. of Respondents 60 23 13 4
Percentage 60 23 13 4

Graph: Income wise respondents

Analysis and Interpretation:

Since 39% of this survey is students most of them are of 0-3L
income range, ie 60%. 23% of them are in 3-6L income range, 13% in 6-
9L and 4% is 9 & above.

5. Educational Qualification

Table: Educational wise respondent

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 Post SSC or Others
Graduate Graduate Equivalent (Phd)
No. of Respondents 63 36 0 1
Percentage 63 36 0 1

Graph: Educational wise respondent

Analysis and Interpretation:

All of them in this survey are graduate and above qualified
peoples only. Among these 63%are graduates, 36% are post
graduates and one person is PhD.

Behavioural factors:
6. Frequency of purchase from online
Table: online shopping usage

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 Always Often Sometimes Seldom Never Total
Male 5 21 29 3 0 58
Female 4 14 23 1 0 42
Total 9 35 52 4 0 100

Graph: online shopping usage

Analysis and Interpretation:More than half of them use online shopping

sometimes, ie 52%. People who always andmostly shop through online shopping
are also good in number, 9 and 35, together 44%. Andwho use online shopping
rarely is very less in number 4%. Since only 44% are mostly usingthis, there is a
wide space to fill and to make online shopping a great success. And there is
notmuch gender difference in online shopping, which means both males and
females enjoyingonline shopping and its benefits.

7. This survey is conducted on those people who do online shopping and are
aware of Flipkart.
So everyone answered ‘YES’ for Question no.7.
8. Modes of awareness about Flipkart
Table: Modes of awareness about Flipkart

Word of Advertisements Blog Links Promotional Search Engines Total

Mouth Recommendations from Emails

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 other
Websites
No. of
39 22 2 15 5 17 100
Respondents
Percentage 39 22 2 15 5 17 100

Graph: Modes of awareness about Flipkart

Analysis and Interpretation:

Most of them are aware about Flipkart through word of mouth (39%) followed by
televisionand online advertisements (22%). Customers got aware through blog
recommendations(2%) and promotional e-mails (5%) are very less in number.This
means a good communication about Flipkart is going on through friends and
families,which proves that word of mouth strategy by them is the most successful
means of making people aware about their products. Success can only be gained
through delighted customers who act as advocates for their products and there is a
wide scope of other digital advertisement techniques like search engine marketing,
Email marketing, providing links and blog recommendations in order to make
more customers.
9. Frequency of Using Flipkart.com while online Purchasing:

Table: Frequency of Using

Every Occasionally Most of the Time Hardly Total

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 Time Ever
No. of Respondents 17 45 32 6 100
Percentage 17 45 32 6 100

Graph: Frequency of Using

Analysis and Interpretation:

Here on this survey 17% are always choosing Flipkart for online shopping, while
45% areusing it occasionally. Hardly ever using members are very less, and 32%
are using it most ofthe time. Since more than half of them prefer Flipkart while
thinking of online shopping, itmeans branding had done successfully by them
either through advertisements, services or providing good experience to customers.

10. Category that mostly prefer to buy from Flipkart.com

Table: Category mostly prefer to buy from Flipkart

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 Healthcare & Home &
Apparels & Books,Movies& Personal Kitchen
Electronics Accessories Music Statinary Care Items Total
No. of
Respondents 39 20 30 3 4 4 100
Percentage 39 20 30 3 4 4 100

Graph: Category mostly prefer to buy from Flipkart

Analysis and Interpretation:

Electronic items, Books and Stationery, Apparels & Accessories, cameras, watches
andothers (bags, belts, etc.) are purchased more. 39% of respondents are preferred
to buyElectronics items followed by Books and Stationery (30%) and Apparels and
Accessories(20%). Books & stationery and electronics items are more famous
among the students andthat may be the reason for large purchase of those items
from Flipkart.com.

11. Reason for Customer’s preference on Flipkart.com than Others:

Table: Customers expecting feature of Flipkart

Fast Availability After Sales Easy Portal Total
Deliver Service Payment Features

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 Options
No. of
Respondents 41 29 8 17 5 100
Percentage 41 29 8 17 5 100

Graph:Customers expecting feature of Flipkart

Analysis and Interpretation:

One of the most efficient features in Flipkart is fast delivery when
compared to other onlineshopping websites. So, most of the customers
prefer this website for shopping with the perception of quick delivery
(41%) and availability of product (29%), followed by easy payment
options (17%). And there is a scope of increasing after sales services and
portal features when comparing with other features.

12. Product selection from the categories given by flipkart.com

Table: On the basis where product is chosen

Rating of the Discounts and Review About Brand of the
Product Features the Product Product Total

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No. of Respondents 14 48 26 12 100
Percentage 14 48 26 12 100

Graph: On the basis where product is chosen

Analysis and Interpretation:

Customer perception varies while using Flipkart; it is one of the online shopping
sites which give high discounts and offers. Most of them in this survey
(48%) are looking for good featured product with high discounts while
purchasing products from Flipkart. And also customers more often go through the
product review (26%) before making their decision to purchase.
Product review is a kind of word of mouth strategy where product users leave their
review on their experiences with Flipkart. Customers are giving priority to these
two features while brand of product (12%) and rating of product (14%) also taken
care by some other customers.

13. Issues faced by customer while shopiing in Flipkart.com

Table: Issues faced when purchased from Flipkart
Out of Payment Replacement Delay in Faulty No
Stock Issues Issues delivery Product issues Others Total
No. of
Respondents 37 6 6 12 8 30 1 100

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Percentage 37 6 6 12 8 30 1 100
Graph: Issues faced when purchased from Flipkart

Analysis and Interpretation:

In this survey, 30% of customers didn‘t face any of those problems that mentioned,
while37% of customers faced out of stock issue. This is one of serious issue faced by
most of customers. Since discounts and features are the one feature that most of the
customers looking for and when a good product with high discount is displayed in
Flipkart plat form, customers brought it as soon as they could. Thus the products will be
out of stocked.
Flipkart started notifying the customers about the product when the stock got available.
Payment issues and replacement issues are less in number (total 12%) since
different payment options like EMI options, card payments, Cash on delivery, Wallet
payments etc…are provided by Flipkart and customers are satisfied with those.
In case of replacement also only less issues are happened, thus shows most of them are
satisfied with that service. Delay in delivery happens because of shipping and courier
service issues. It is a problem with supply chain. Mostly it happens in the end part of the
supply and in rural areas where courier services are less active. Faulty product issue also
happened to 8% of the customers and one of the policies to overcome this issue is 30
days replacement policy of Flipkart.

14. Recommending Flipkart to Others:

Table: Recommending Flipkart to Others:

Yes No Total
No. of Respondents 95 5 100

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Percentage 95 5 100

Graph: Recommending Flipkart to Others:

Analysis and Interpretation:

In this survey, most of them (95%) are happy to recommend Flipkart to
others like friendsand family. And this shows word of mouth publicity is
successfully running and this is one ofthe great advantages for Flipkart.

15. Customer’s rating about services on Flip[kart.com:

Table: Rating The experience from Flipkart

1 2 3 4 5 Total
No. of
Respondents 7 11 16 49 17 100
Percentage 7 11 16 49 17 100

Graph: Rating The experience from Flipkart

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Analysis and Interpretation:
While analysing the rating of experiences, Flipkart provides a good and
excellent experiencesto most of the customers.
Mode of given data: 4 & Median of given data: 4
49% of customers rated 4 as the experience and more than half of the
population (66%) rated4 & 5 as experience

CHAPTER 4
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 CONCLUSIONSAND RECOMMENDATIONS
FINDINGS:
 There is not much difference in gender for using online shopping.
 Students and salaried persons are most frequent users of Flipkart.
 Frequency of purchase for electronics, books and music, apparels
and accessories aremore in Flipkart.
 Word of mouth was more influential in promotion as many people
were made aware by their friends and family when customers
recommend this website to them.
 Highly discounted products got out of stock quickly, since
customers purchased it as on as they could when they see high
discount on good featured product.
 The services provided by Flipkart are good and even more scope of
development isthere for increasing the customer strength.
 Digital marketing techniques like search engine marketing, links
providing otherwebsite and advertisement also functioned well for
promotion of this website.
 Fast delivery is one of best service Flipkart is providing.
 Different payment options available in Flipkart made customers
more satisfied andcomfort for paying while purchasing product.
 Customers feeling more secured when purchasing through Flipkart
because ofdifferent policies and services they have.
 In comparison with competitors, Flipkart is charging free shipping
for the purchase of300 plus rupees, while others free ship the
service without any barrier.
 Out of stock is the main issue faced by Flipkart.
 Most of customers have good experience with Flipkart while
purchasing products.
 Most of them are satisfied with the services of Flipkart and so that
they succeed inretaining the customers.
 Advertising is an important way to have the brand and products
familiar toconsumersConvenience and time saving are two

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 important factors that customer looking forwhile purchasing
through online.

RECOMMENDATIONS:

 Flipkar has successfully placed itself into the prospects mind

making it the India‘slargest online store with huge range of
products. But it still needs to work on theircore competence that is
books and stationery items.
 Delivery services can be improved mainly in rural areas by
selecting appropriatecourier service which has services in customer
area for dispatching an item.
 Can make free delivery to all priced products.
 Can include more coupon codes and gift vouchers for increasing
the traffic of thecustomers.
 Out of stock items can made available as soon as possible and
intimate the neededcustomers.
 Should look for International/ Overseas markets or Neighbouring
Countries.
 Critical mass of Internet users–Internet users in India is increasing
at increasing rate,so Flipkart can target more & more cities i.e not
only tier 1 & 2 but also tier 3 & 4cities, which will help generate
stronger customer base & more revenues.
 Should clearing focus on the Growing Online Apparel business &
it can diversify into apparel category either organically or
inorganically by acquiring other portals.
 User Experience: Portal should continuously aim to work to
improve the user experience by adding more & more innovative
features in the website like virtually shopping basket, virtual trial
rooms. In this competitive world to differentiate via user
experience, the ultimate winner will be the Indian online consumer.
 Should comprehensively invest into E-CRM & online reputation
management.

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  Logistics & Supply Chain: can continuously aim to reduce the
delivery time cycle.
 Price will still be a factor as amazon being a huge company will
use its economies ofscale to remove their competitors from the
market; therefore they need to be morecompetitive on that aspect.

CONCLUSION:
The thorough study is based on the consumer behaviour analysis which
serves a great idearegarding consumer perception when they go for
online shopping. In order to satisfythemselves consumer perceive many
things before buying products and they will be satisfiedif the company
meet their expectation.The Overall Brand Value of Flipkart is good, but
it is facing some tough competition from itsglobal competitors like Ebay
and Amazon. Talking about domestic market i.e India, it is themost
superior E-business portal which is aggressively expanding & planting
its roots deepinto the Indian market & at the same time shifting the
mind-set of the people from going &shopping from physical store to
online stores, which is magnificent!.Be very focused on consumers and
build amazing experiences for the customers.

BIBLIOGRAPHY:

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 www.commodityindia.com
 www.marketoperation.com

 www.nextbigwhat.com

 www.britannica.com

 www.ecommerce-land.com

 www.commodityindia.com

 www.marketoperation.com

 www.flipkart.com

 WIKIPEDIA

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