A PROJECT REPORT

ON

"COMPARITIVE STUDY BETWEEN FLIPKART AND AMAZON INDIA"

Submitted in partial fulfillment of the
requirements of the degree of
BACHELOR OF BUSINESS ADMINISTRATION (BBA)
By

Deepak kumar

ROLL NO.=174105

UNDER THE GUIDANCE OF:-

Miss. Mrinali

(Assistant Professor )

DEPARTMENT OF MANAGEMENT

L N Mishra college of Business management

YEAR (2017-2020)

CONTENTS
CHAPTER NO. TOPIC

A DECLARATION

B. ACKNOWLEDGEMENT

C. EXECUTIVE SUMMARY

(2) INTRODUCTION TO THE TOPIC

(3) INTRODUCTION ABOUT THE PROJECT

(4) RESEARCH METHODOLOGY

  RESEARCH DESIGN

 SOURCE OF DATA COLLECTION

(5) MICRO ANALYSIS

 ANALYSIS OF INTERPRETATION

 FINDINGS

(6) MACRO ANALYSIS

 RECOMMENDATION

 CONCLUSION

(7) ANNEXURE

 BIBLIOGRAPHY

 QUESTIONNAIRE
 DECLARATION

I declare that this written submission represents my ideas in my own words and where others'
ideas or words have been included, I have adequately cited and referenced the original sources. I
also declare that I have adhered to all principles of academic honesty and integrity and have not
misrepresented or fabricated or falsified any idea / data / fact / source in my submission. I
understand that any violation of the above will be cause for disciplinary action by the Institute
and can also evoke penal action from the sources which have thus not been properly cited or
from whom proper permission has not been taken when needed.

Place:muzaffarpur
Date:23/09/2020 Signature of the Student
(DEEPAK KUMAR)
 ACKNOWLEDGEMENT

I hereby take this opportunity to express my sincere gratitude to the following eminent
personalities who supported me to complete this project work successfully without any
difficulty.
I am indebted to Miss. MRINALI ,Assistant Professor, L N Mishra college of business
management, MUZAFFARPUR, for his expertise guidance and valuable suggestions which
enable me to submit this project report.

Finally, I would like to thank one and all who have helped me directly or indirectly in
preparing this report.

NAME:- Deepak kumar

ROLL NO:-174105

ABSTRACT

INTERNET became more powerful and basic tools for every person's need and the way people work by
integrating various online management tools using internet, innovative companies have set up the
payment system for taking customer orders, facilitate making of payments, customer service, collection
of marketing data, and online feedback respectively. These activities have collectively known as e-
commerce or Internet commerce. Online shopping made so easy for everyone with their product
variations and simple way to buy things. An attempt has been made to critically examine various
corporate and business level strategies of two big e-tailers and those are Flipkart and Amazon.
Comparison have been done considering e-commerce challenges, their business model, funding,
revenue generation, growth, survival strategies, Shoppers’ online shopping experience, value added
differentiation, and product offerings. Both these big players made their own mark in India, but who is
going to be ultimate winner or be the top one is going to be. A comparative study of Flipkart.com with
one of the close competitor Amazon.com delivers the information about the different strategies to
succeed in e-commerce market and different opportunities available in India.
INTRODUCTION TO THE STUDY
OBJECTIVES OF THE STUDY:-

 To understand and estimate the consumer perception and factors affecting

their behavior for choosing e-commerce sites.

 To understand tactics and methods that are used by e-commerce players to

grab the customers in India.

 To know how consumers are evaluating e-commerce sites for their purchases.

 To understand the work flow of Amazon and Flipkart which are leading in
India.

 To study complexities and barriers those are there in between e-commerce

sites and customers.

 To find out new opportunities and to succeed in those procedures.

 Chapter

1 LITERATURE REVIEW AND THEORITICAL FRAMEWORK

 LITERATURE REVIEW

Sharma and mittal (2009) in their study “prospects of e-commerce in India”, mentions that
India is showing tremendous growth in the e-commerce. Undoubtedly, with the middle class of
288 million people, online shopping shows unlimited potential in India. The real estate costs are
touching the sky. Today e-commerce has become an integral part of our daily life. There are
websites providing any number of goods and services. The e-commerce portals provide goods
and services in a variety of categories. To name a few: apparel and accessories for men and
women, health and beauty products, books and magazines, computers and peripherals, vehicles,
software, consumer electronics, household appliances, jewelry, audio, video, entertainment,
goods, gift articles, real estate and services. Ashish gupta, senior managing director of helion
venture partners and one of the first backers of Flipkart as an angel investor: “Flipkart has been
absorbing companies that have some potential (letsbuy, myntra). In that process, some of the bets
will go wrong, for sure. But that is par for the course. The company (Flipkart) is consciously
taking bets that allow it to either grow or eliminate competition that reduces marketing spend and
improves economics.”

Miyazaki and fernandez (2001) substantiated that the prior experience was found to affect the
intention and behavior significantly and in a variety of ways. The results of this study imply that
the technology acceptance model should be applied to electronic commerce research with
caution. In order to develop a successful and profitable web shop, understanding customers'
needs is essential. It has to be ensured that products are as cheap in a web shop as purchased
from traditional channels. According to sharma and mittal (2009) in their study “prospects of e-
commerce in India”, mentions that India is showing tremendous growth in the e-commerce.

Undoubtedly, with the middle class of 288 million people, online shopping shows unlimited
potential in India. The real estate costs are touching the sky. Today e-commerce has become an
integral part of our daily life. There are websites providing any number of goods and services.

The e-commerce portals provide goods and services in a variety of categories. To name a few:
apparel and accessories for men and women, health and beauty products, books and magazines,
computers and peripherals, vehicles, software, consumer electronics, household appliances,
jewelry, audio, video, entertainment, goods, gift articles, real estate and services. Samadi and ali
(2010) compared the perceived risk level between internet and store shopping, and revisit the
relationships among past positive experience, perceived risk level, and future purchase intention
within the internet shopping environment.

Abhijit mitra. (2013), “e-commerce in India-a review”, international journal of marketing,

financial services & management research. Concluded that the e-commerce has broken the
geographical limitations and it is a revolution-commerce will improve tremendously in next five
years in India.

D.k.gangeshwar. (2013),” e-commerce or internet marketing: a business review from Indian

context”, international journal of u- and e- service, science and technology. Concluded that the e-
commerce has a very bright future in India although security, privacy and dependency on
technology are some of the drawbacks of e-commerce but still there is a bright future to e-
commerce.

Martin dodge. (1999),”finding the source of Amazon.com: examining the hype of the earth’s
biggest book store”, center for advanced spatial analysis. Concluded that Amazon.com has been
one of the most promising e-commerce companies and has grown rapidly by providing quality
service.
Vijay govindarajan is one of the world’s leading experts on strategy and innovation.
Govindarajan, coxe distinguished professor at dartmouth college’s tuck school of business and
marvin bower fellow at harvard business school, is also a best-selling author. The biggest
opportunity in India is e-commerce. Why? Three important factors will drive this: 1) mobile
phone penetration; 2) a young demographic that is used to ordering things using the mobile
platform; 3) growth of consumerism with more Indians with higher disposable income. We will
see many new innovative business models in the e-commerce space in the next five years. No
doubt we will see new innovative high-growth companies—Indian equivalents of alibaba.
 E-COMMERCE IN INDIA

India had an internet user base of about 354 million as of june 2015 and is expected to cross 500
million in 2016. Despite being the second-largest userbase in world, only behind china (650
million, 48% of population), the penetration of e-commerce is low compared to markets like
the united states (266 million, 84%), or France (54 m, 81%), but is growing at an unprecedented
rate, adding around 6 million new entrants every month. The industry consensus is that growth is
at an inflection point. In India, cash on delivery is the most preferred payment method,
accumulating 75% of the e-retail activities. Demand for international consumer products
(including long-tail items) is growing much faster than in-country supply from authorized
distributors and e-commerce offerings. Largest e-commerce companies in India
are Flipkart, Snapdeal, Amazon India, paytm.

Market size

India's e-commerce market was worth about $3.9 billion in 2009, it went up to $12.6 billion in
2013. In 2013, the e-retail segment was worth us$2.3 billion. About 70% of India’s e-commerce
market is travel related. According to google India, there were 35 million online shoppers in
India in 2014 q1 and is expected to cross 100 million mark by end of year 2016. Cagr vis-à-vis a
global growth rate of 8–10%. Electronics and apparel are the biggest categories in terms of sales.
By 2020, India is expected to generate $100 billion online retail revenue out of which $35 billion
will be through fashion e-commerce. Online apparel sales are set to grow four times in coming
years.

Key drivers in Indian e-commerce are:

 Large percentage of population subscribed to broadband internet, burgeoning 3g

internet users, and a recent introduction of 4g across the country.
 Explosive growth of smartphone users, soon to be world's second largest smartphone
 userbase.
 Rising standards of living as result of fast decline in poverty rate.
 Availability of much wider product range (including long tail and direct imports)
compared to what is available at brick and mortar retailers.
 Competitive prices compared to brick and mortar retail driven by disintermediation and
reduced inventory and real estate costs.
 Increased usage of online classified sites, with more consumer buying and selling
second- hand goods
 Chapter

3 PRODUCT OR SERVICE ALLIANCES

  FLIPKART

Flipkart has launched its own product range under the name “digiflip”, Flipkart also recently
launched its own range of personal healthcare and home appliances under the brand “citron”.
During its initial years, Flipkart focused only on books, and soon as it expanded, it started
offering other products like electronic goods, air conditioners, air coolers, stationery supplies and
life style products and e-books. Legally, Flipkart is not an Indian company since it is registered
in Singapore and majority of its shareholders are foreigners. Because foreign companies are not
allowed to do multi-brand e-retailing in India, Flipkart sells goods in India through a company
called ws retail. Other third-party sellers or companies can also sell goods through the Flipkart
platform. Flipkart now employs more than 15000 people. Flipkart allows payment methods such
as cash on delivery, credit or debit card transactions, net banking, e-gift voucher and card swipe
on delivery. Flipkart is presently one of the largest online retailers in India, present across more
than 14 product categories & with a reach in around 150 cities and delivering 5 million
shipments per month.

EXCLUSIVE PRODUCTS

Motorola mobility, previously owned by google but then sold to lenovo, in an exclusive tie up
with Flipkart launched its budget smartphone moto g in India on 5 february 2014 more than
20,000 units were sold within hours of launch on Flipkart after this Flipkart was looking for a
long term tie up with motorola mobility. They also launched their android smartphone, the moto
x, on 19 march 2014. Flipkart later sold the moto e, cheaper than moto g, from 13 may 2014. The
sale of high-end smartphone xiaomi mi3 produced by xiaomi tech was launched in India on an
exclusive tie-up with Flipkart. The first batch was sold out within 39 minutes on 22 july 2014,
the second in 5 seconds on 29 july 2014. The sale was proceeded on pre-registration mode where
more than 150,000 buyers booked for the 5 august 2014 sale. This got sold off in less than 2
seconds. Following this xiaomi tech sold 20,000 units in the next sale on 12 august 2014.

On 2 september 2014 Flipkart held a flash sale of the xiaomi redmi 1s budget android
smartphone which was launched in India in july 2014. 40, 000 units priced at rs 5999 each were
sold within seconds. A further 40,000 units were sold within 4.5 seconds on sept 9, 2014. The
third redmi 1s sale on sept 16, 2014 sold 40,000 units in 3.4 seconds; in the 4th round of sale of
redmi 1s, 60,000 units sold in 5.2 seconds on sept 23, 2014. On 30 september 2014 60,000 units
sold in 13.9 seconds. Redmi note in India exclusively through Flipkart; 50,000 units sold in 6
seconds on 2 december 2014. In july 2014 Flipkart launched its own set of tablet, mobile phones
& phablet. The first among these series of tablet phones was digiflip pro xt 712 tablet. In july
2014 Flipkart launched its first networking router, under its own brand name named digiflip
wr001 300 mbit/s wireless n router. In september 2014 Flipkart launched its in-house home
appliances and personal healthcare brand citron. The label includes a wide range of cooking
utilities and grooming products.

ACHIEVEMENTS IN E- COMMERCE

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

FAILURE IN MUSIC INDUSTRY

In october and november 2011, Flipkart acquired the websites mime360.com and chakpak.com.
Later, in february 2012, the company revealed its new flyte digital music store. Flyte, a legal
music download service in the vein of itunes and Amazon.com, offered drm-free mp3
downloads. But it was shut down on 17 june 2013 as paid song downloads did not get popular in
India due to the advent of free music streaming sites.

ACQUISITIONS

 2010: weread, a social book discovery tool.

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

 AMAZON

Amazon is the largest internet based company in the united states. Amazon.com started as an
online bookstore, but soon diversified, selling dvds, vhss, cds, video and
mp3downloads/streaming, software, video games, electronics, apparel, furniture, food, toys, and
jewellery. The company also produces consumer electronics notably, kindle, fire tablets, fire tv
and phone and is a major provider of cloud computing services.

Amazon has separate retail websites for united states, united kingdom & ireland, france, canada,
germany, the netherlands, italy, spain, australia, brazil, japan, china, India and mexico, with sites
for sri lanka and south east asian countries coming soon. Amazon also offers international
shipping to certain other countries for some of its products. In the year 2011, it had professed an
intention to launch its websites in poland, and sweden. In early june 2013, Amazon.com had
launched their Amazon India marketplace without any marketing campaigns. In july, 2013,
Amazon had announced to invest $2 billion (rs 12,000 crores) in India to expand business, after
its largest Indian rival Flipkart too had announced to invest$1 billion.
 EXCLUSIVE PRODUCTS

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

ACHIEVEMENTS IN E- COMMERCE

On the mobile app side, Amazon had the fastest growing app download rate in 2015. In october
alone, downloads increased 200 per cent. Amazon web traffic was the highest in october as per
comscore data, at 30 million visitors. Amazon active customers have gone up 230 per cent year
on year. The awards were conferred at etailing India's flagship conference and exhibition 2014,
an event that brought together major stakeholders in the retail and e-commerce business in the
country. The "path-breaking debut of the year" award went to Amazon.in.

FAILURE

Amazon starts using India post and screws up its delivery system in India. At the time when the
competition among online shopping portals in India is at its highest level possible and each
player is pooling in millions from funding’s and trying to beat each other with never-before
discounts and amazing services, Amazon has taken the worst step ever possible. Amazon India
has chosen India post as its primary delivery partner and all “Amazon fulfilled” orders are now
being shipped through India post. Anyone who lives in India or has some experience with the
postal system in India needs no introduction about India post.
 ACQUISITIONS

It’s no secret that e-commerce giant Amazon has been betting on India as one of its next big
markets outside the u.s. The company is not only investing capital in the region, but also
acquiring startups to help expand its presence in the country. On tuesday, Amazon announced it
had acquired Indian payments company emvantage payments pvt. Ltd. Amazon did not disclose
the acquisition amount. Similar to stripe or paypal, emvantage allows online merchants to accept
credit and debit cards. The company also allowed merchants to set up their own branded pre-paid
debit cards and mobile payments. In order to differentiate itself, company acquired many it & e-
commerce start-ups like pets.com, audible.com, junglee.com, imbd.com, zappos.com, woot etc.
 Chapter

4 LOGISTICS
 Speed of delivery is as important as the product quality for a customer. It would
not be wrong to say that logistics could be the defining factor for success of e-commerce
companies in retaining their customers. Indian logistics market itself is estimated to grow at a
cagr of 12.17 per cent by 2020. Innovations are very important in this sector, as the demand is
always for more reach and faster shipping at lower costs. Yet, the companies will need to invest
in automation, while utilizing existing resources well.

COMPANY MAJOR NEW PARTNERSHIP SERVICES

DEVELOPMENTS IN LOGISTICS LAUNCHED IN
IN 2015 2015

 Ekart becomes  MapMyIndia  Nearby App for

independent Grocery
delivery
FLIPKART

 Blackbuck
 WS retail re-
acquired

 Qikpod

AMAZON  Pickup now  Partnering with  Kirana now-

available in 50 Ngo run by with 5 kirana
cities BASIX stores in
Bengaluru

 VEHICLE TRACKING CRUCIAL IN E-COMMERCE

Vehicle tracking plays a significant role in providing necessary control and effective route
planning for faster delivery. Since the logistics market is highly unorganized in India, under-
utilization of resources is not surprising. Increasing adoption of technology in operations is
essential to keep up customer satisfaction. Amazon added that fast, reliable and resourceful
internet connectivity across devices will help us use technology better for vehicle tracking.

Flipkart benefited by its investment in blackbuck in capturing data on vehicular movement and
utilization, and utilizing the data for better planning. “the efficiency improvement on
information gathering and orchestration is a primary focus area for us in the next year as well”.
Logistics solutions provider loginext–which caters to paytm, myntra and Amazon among others–
even, provides ‘heat maps’ for giving information on those areas where maximum delays are
happening. Loginext working with cold chain logistics service providers for delivering
perishables. Our scheduler takes input from the system about the products being transported and
accordingly schedules the deliveries. Also, the temperature and other settings required for a
particular product could be set via their app used by delivery boys.

 FLIPKART

1. Delivery within two days: the first few e-commerce web sites broke the trust of
many Indian customers by not delivering the order product on time. Flipkart realized
this problem and in order to bring the customer back to on line shopping it came up
with idea of delivering the product in 2 days and if there is a delay then the customer is
paid interest on the value of product.
2. Thirty days return policy: in order to satisfy the Indian customer after the product is
delivered, Flipkart came up with idea of providing thirty day return policy. This is done
to ensure that the product delivered to the customer is not faulty.
3. Card swipe on delivery : Flipkart realized that most of Indian customers are not
comfortable sharing their credit card details online, as there is always a risk of fraud. For
solving this problem it came up with the idea of card swipe on delivery. The delivery guy
brings the card swipe machine so that all the transaction happens before customer.
LOGISTICS PARTNER

E-kart provides logistic solutions for Indian e-commerce giant Flipkart. Flipkart today is 3
companies: ws retail, which is the primary retailer on Flipkart.com, ekart logistics, the shipping
partner for ws retail and others, and Flipkart itself, which builds, maintains and runs the
marketplace. Flipkart tied up with partner stores that act as alternative delivery channels (such as
ecom express, blue dart, gatti etc), so that customers can pick up their shipments at their
convenience. “by bringing together core capabilities of iot, devices, data and automation, we
have started implementing the automation technology to pick and move packages to designated
picking station, among several other applications that make warehouse processes quicker and
smoother.

PROCEDURE

Flipkart team will map their supply chain end to end and know exactly how many hours and
minutes would it take for the item to reach from one step to next. E.g. How long would it take to
pick an item in our fulfillment centre (fc), how much time would it take to pack it and finally
how soon can them handover to the logistics partners for transport? Then they proceeded to do a
thorough analysis and optimization to achieve the best-possible timelines for each step.
In logistics, they needed to know the exact transport connection timings with their transport time
and reliability. They had to work closely with vendors/airlines to ensure reliable connection
and delivery of in-a-day packages without any offloading. In fact, there were some airline
partners which were piloting their express delivery capabilities along with their pilot for in-a-
day. Airlines were even helping our partners grow. In the last mile logistics, they had to ensure
that the delivery is attempted within the promised time without fail and had dedicated field
executives to guarantee the delivery.

TECHNOLOGY USED

To promise in-a-day guarantee to the customers, Flipkart developed a new

product called promise engine. This engine knew all about our fulfillment capabilities and thus
exactly where the item would be shipped from (depending on seller's inventory
location). Hence, it could calculate an accurate promise date for the customer. This engine also
needed to be able to provide multiple delivery speed options to customers to choose from. Once
an order is placed, the fulfillment system gave an exact hour and minute’s deadline to fcs to
process the item. This deadline also accounts for the transport connection between the source and
the destination. The deadline feature helps us to ensure seamless processing of both in-a-day and
regular orders. Flipkart claims that its algorithm on routing makes delivery and pick-up more
accurate and faster than anyone else in this business. Flipkart’s investment in mapmyIndia has
helped the company too. Ekart spokesperson said: “the accurate address data for both sellers and
buyers will allow us to better schedule deliveries and pickups.”

 AMAZON

Amazon India, the company received 65 per cent orders from tier ii and iii cities in 2015. To
establish rural distribution centers in rural India, Amazon has been training teams in packaging,
checking shipments, tracking deliveries through a mobile app, route planning to make deliveries
on time etc. Many of these centers have witnessed a five-fold increase in the number of
deliveries. Amazon has a ‘service partner’ programme too for last-mile delivery in remote areas.
“budding entrepreneurs in these areas act as Amazon.in’s local distribution network providers
and create the last-mile delivery footprint. This programme now covers more than 100 satellite
towns and tier ii and iii towns and villages.

LOGISTIC PARTNER

Cloudtail India pvt. Ltd, a joint venture between Amazon.com inc. And n.r. Narayana murthy’s
catamaran ventures, has become the biggest seller or merchant on Amazon India’s platform,
underlining how the world’s largest online retailer has used loopholes in the law to deploy a mix
of the marketplace and the direct-selling business model in India. Cloudtail is now the key
growth driver for Amazon India, generating at least 40% of the company’s sales in some months,
three people familiar with the matter said. Cloudtail is particularly dominant in electronics and
fashion sales, two of the three largest categories for Amazon India (promoted by Amazon seller
services pvt. Ltd). Since it launched as a seller on Amazon in july 2014, cloudtail has expanded
aggressively. Its capital was increased to rs.500 crore last month from just rs.500, 000 last july,
according to documents available with the registrar of companies (roc). The equity capital has
been pumped in jointly by Amazon asia and catamaran through an entity called prione business
services pvt. Ltd. Apart from the rs.500 crore in equity capital, cloudtail has access to secured
loans totaling rs.300 crore, roc documents show. Atsl will be one of the logistics partners for
Amazon's Indian marketplace.

PROCEDURE

Amazon has set up a logistics company in India to deliver products directly to consumers,
opening a new front in the battle for top honours in the country's fast-growing online retail
industry. Amazon transportation services private limited, a subsidiary of us-based Amazon, will
ship goods from sellers who transact on the company's online marketplace in India. Such a
service is already on offer from Flipkart through logistics company ekart, and snapdeal, which
bought a stake in delivery firm gojavas last week. The logistics arm has been set up to aid in last-
mile delivery as products can be shipped faster. Amazon currently operates nine fulfilment
centres, ecommerce jargon for warehouses, in eight Indian states. It was the first online
marketplace to offer two-day and one-day guaranteed delivery in India, a norm in the us market.
Amazon India also recently launched easyship, an assisted shipping platform for 12,000 out of its
20,000 sellers, a platform which the company has now taken global. With easyship, our sellers
can now choose their courier partners, and ship even on the same day. More than 60% of our
customers are eligible for next-day shipping on products fulfilled by Amazon. Amazon has
struggled with deliveries in cities where snarl-ups are frequent and road signs unreliable. In
response, firms have set up logistics networks and use motorbikes instead of trucks. Another
service introduced in India in may and considered for export to other markets, seller flex, allows
sellers to have the flexibility to store goods and ship them to customers on their own, instead of
routing them through Amazon. Amazon provides technology and training to ensure goods are
packed, labelled and delivered as the company would. While Amazon in developed markets may
not want to tweak its model for best selling goods, analysts said, it could consider the made-in-
India seller solution to cut down on warehousing and delivery costs for thousands of “non-core”
products which are offered, but infrequently bought. “Amazon is becoming a lot more flexible
about how it services its customers.
TECHNOLOGY USED

Amazon.com inc said it has acquired Indian payments processor emvantage payments pvt ltd for
an undisclosed sum. Emvantage's employees will join Amazon's India unit that will use the
company's technology on its e-commerce website, Amazon said in a statement. Online retailer
Amazon.com inc. Is localizing its technology operations in India by freeing up its engineers to
launch new features and customize its smartphone app for shoppers. These changes have
significantly improved both the company’s user addition and retention rates. More shoppers
installed Amazon India’s smartphone app than any rival’s app in the last three months of 2015,
the online retailer said, citing data compiled by app annie, an analytics company. Downloads of
Amazon India’s shopping app tripled in the key shopping month of october compared with the
year-ago period. These numbers are significant as a majority of online shopping in India is
expected to happen on smartphones over the next five years. Already, Amazon and its rivals
Flipkart ltd and snapdeal (jasper infotech pvt. Ltd) get more than 70% of their traffic from
smartphones. Amazon’s tech expertise in consumer-facing products, predictive analytics, supply
chain, among other areas is one of the reasons it is catching up fast with Flipkart and snapdeal.
Another change was the sign-up process for mobile customers. “the sign-up process was you
enter the email, then password, then you verify it, etc—that was too much. Now, we pre-detect
the mobile number and the new user only has to enter a password. You get an otp, which is read
and entered automatically. This is another feature we have opened up in other markets. Overall,
the goal is to understand where there is friction for the customer and then eliminate that. Initially,
however, Amazon adopted most of the features of its global app in India. Those features
included things such as barcode scanning, which were of no use to Indian shoppers. Apart from
irritating customers, the features also caused the app to become very heavy in terms of taking up
space on smartphones. This was particularly problematic as a majority of Amazon’s current and
future customers will own low-end smartphones that offer limited storage space. Clunky apps
also don’t tend to work best on cheap smartphones.
 Chapter

5 MARKETING STRATEGY
FLIPKART

Flipkart's business model is much deeper and much expansive that could possibly elaborate here.
However, a few key points -

 Rationalized supply chain - inbound logistics

 Strategic warehousing and distribution capability - operations
 Well aligned fulfillment process - outbound logistics

All the three processes are extremely well integrated - first by a sound strategy, around which the
organizational structure is built. So they have a strategy, and a complementing structure to
support their strategy. The third critical success factor for Flipkart is the technology as an
enabler. A strong information systems is at the core of the organization, which drives visibility
and end-to-end integration across their supply chain processes (inbound - operations - outbound)
resulting in a well lubricated efficient machine.

Flipkart, must be seen as a logistics company rather than a retail business. Although it sells
products to consumers, and hence is academically classified as a b2c business, the core of the
business lies in its efficient logistics, which allows it to sell products at attractive prices.

However, its competitive advantage is not in its retailing capabilities. Infact that aspect of the e-
commerce business is easily imitable and hence not sustainable. The sustainable competitive
advantage of Flipkart, lies in its logistics and operations infrastructure - which has a very high
barrier to entry: owing to its extensive capital investment and difficult to replicate strategy-
structure-culture mix.

Cons: potential threat of the original replacing the imitated.

It is important to reflect upon the fact that its founder members (the bansal's) have had an early
stint with Amazon and have successfully modeled Flipkart's business on Amazon strategy. So, it
would be fair to say that Flipkart imitated Amazon's model to an extent. However, owing to
governmental regulation and international trade barriers (read retail fdi restrictions), Amazon has
 not yet been able to compete with Flipkart on an even keel. (Amazon operates as a marketplace
rather than a retailer). Amazon has all the infrastructure, culture, and technology enablers in
place that Flipkart has - and on a much larger scale. One other thing that they have is huge
financial muscle power - much larger than what Flipkart has. And the moment when these
restriction on fdi in retail are lifted, Amazon will be a major threat to Flipkart. And all these
acquisitions that Flipkart has been making, is to bulk up and brace up for the competition it faces.

MARKETING MIX OF FLIPKART

Product in the marketing mix of Flipkart - Flipkart is an online retailing industry and started its
operations with the sale of books. For two years, it sold only books through its website as the
management and shipment of books was much easier. After its expansion, it started dealing with
products like air coolers, washing machines, air conditioner, life style products, stationary
supplies, cell phones, computers, calculators, microwave ovens, water purifiers, laptops,
cameras, audio players, products relating to health care, dishwashers and e-books. Products sold
on Flipkart have the same warranties of the brand if sold outside in a showroom. It has recently
launched its personal product range called “digiflip”. Under this brand, it offers products like
computer accessories, camera bags, headphones and pen drives. In july, Flipkart introduced its
own tablet phones and networking router under its personal range “digiflip”. On february 5, 2014
in a special tie up with motorola mobility, Flipkart has provided a platform for the launch of
‘moto g’. Online shoppers went crazy with the unveiling of this smart phone. This awe-inspiring
response resulted in the sales of nearly 20,000 mobiles in a few hours. Continuing their
association,‘moto x’, an android smartphone, was introduced on march 19. On may 13,‘moto
e’was launched at the same site triggering the same response. Continuing this success story
Flipkart in a tie up with xiaomi techintroduced ‘xiaomi mi3’ on its platform. In the first phase
on22nd july all the phones were sold in just 39 minutes and in the 2nd phase on 29th july the
sold out was complete in only 5 seconds. On 5th august the sale was completed in just 2 seconds.
This amazing response and hyper mania has helped in giving Flipkart an immense lift up.
Place in the marketing mix of Flipkart - Flipkart functions entirely in India and it has its
headquarters in the garden city of bangalore in karnataka. It is owned by a singapore based
company and is registered over there. According to India’s foreign policy, a foreign company is
not allowed e- retailing over here. Therefore, in India, Flipkart sells the merchandises through an
Indian company ws retail. Flipkart also provides its own platform to other companies who are
interested in selling their goods. The website is very easy and hassle free. Browsing, keeping
track of products, getting reviews, ordering goods and payment methods are very convenient for
the individuals. At first Flipkart started its operations on the consignment model in which they
personally bought the book and couriered it. Later they opened many warehouses where the
goods were stored safely. The first warehouse was opened in bangalore and later in delhi,
mumbai, chennai, hyderabad, pune, noida and kolkata. As of today, more than five hundred
suppliers are working for Flipkart. At least 80% of the orders placed are handled and controlled
via warehouses. Shipping companies and courier companies are the real mediators in this setup.
The quick and well-organized service is the reason why the company has been able to put its
mark on the Indian market. Their delivery network is spread over thirty-seven cities with
delivery being possible in any nook and corner. Price in the marketing mix of Flipkart - though
Flipkart started its venture with an investment of just inr 400,000, today its net worth is nearly
1billion dollars as its sales are increasing day by day. It still earns revenue of 50% from selling
books online. Electronic commerce has become a huge hit because of Flipkart. Its price policy is
very flexible because of online transactions. Amount to be charged is determined after looking at
the innumerable expenses like transport expenses, supplier expenses, packaging costs, courier
charges, shipping cost, office expenses, maintenance expenses, discount allowances,
depreciation, taxes, advertisement expenses and many other expenses. Discounts up to 35% are
allowed periodically to boost up the sales and maintain competitive prices. For payments,
Flipkart allows credit card transactions, cash payment after delivery, transaction through debit
card, by swiping card on delivery, vouchers available as e-gift and net banking. Promotions in
the marketing mix of Flipkart - Flipkart has changed the concept of multi brand retailing of
products through internet in India. Its huge success has proved to be an inspiration for other
companies. It operates mostly through mouth advertising. The satisfied customers have been
their best promoters. To have a firm grip on the online world Flipkart has used the services of
google ad-words and seo. These marketing tools have made them household names.
Downloading the exclusive app of Flipkart helps in getting alerts about the current offers, order
status, price drops, recent launches and various gift coupons. Flipkart has also taken the help of
creative and interesting advertisements so that an awareness and trust is generated for their
website amongst the people. Their first campaign was shown on tvc with the concept that books
can be delivered with just a single click. Recently an ad has been launched to increase the social
visibility where the tag line is “no kidding no worries”. Trained individuals are hired to fulfill
their responsibilities adequately. The systematic planning and level of effort undertaken to reach
such heights is commendable.

AMAZON
SEGMENTATION

E-commerce giants like Amazon uses demographic & psychographics segmentation to segment
the markets. Amazon’s segmentation is based on actual purchase behavior: not what people
might have expressed interest in, but what they actually did. Amazon’s micro-level segmentation
targets each customer individually, allowing the company to convert visitors into long-term,
high-value customers. Customer segmentation often involves creating personas who will buy in a
certain way & certain products. Similarly Amazon targets the middle class & upper class people
who have got hands on experience in the basic technology but don’t have time or prefer
convenience over shopping from the physical outlets. Amazon has successfully positioned itself
as a glocal (go global act local) e-commerce giant where one can buy anything & get it delivered
at any remote locations. Using the catchphrase #aurdikhao in its most recent campaign in India,
it has further helped them carve a distinct space in the consumer’s mind.

MARKETING STRATEGY

In order to differentiate itself, company acquired many it & e-commerce start-ups like pets.com,
audible.com, junglee.com, imbd.com, zappos.com, woot etc. Which helped them in providing
high value to their customers using existing technology of the acquired partners at low cost?
Amazon has also achieved economies of scale through extensive product offerings which include
electronics, toys and games, apparels, diy and many more. These offerings help Amazon to keep
its prices low thereon passing on the benefits to the consumers. Amazon’s robust customer
centric approach to analyse the customer buying behavior based upon preferences has helped
them to have competitive edge over their competitors. More than 50% of the consumers are the
repeat buyers at Amazon.com. Furthermore, Amazon is one of the longest players to be present
in the online sector and has a solid hold in European countries and us. This bottom line is
helping the company to expand in new markets.

Brand equity in the marketing strategy of Amazon – from being merely an e-book provider to
emerging as the 2ndlargest e-commerce company in the world, Amazon.com has steadily
increased its spending on advertising and promotion to make its brand stronger and have a higher
brand equity. By april 2015, the brand of Amazon.com was worth us$ 176 billion. “a brand for a
company is like a reputation for a person. You earn reputation by trying to do hard things. With
more than 55% repeat buyers, the numbers tells everything about the brand. It is among 13
world’s most valuable brand” (forbes list).

Competitive analysis in the marketing strategy of Amazon –short listing the competitors of
Amazon depends on what business sector of Amazon is being considered. Apple would be the
largest competitor when considering book or content related delivery such as books, movies,
magazines, and audiobooks. The itunes store will always be a threat to the Amazon store because
of apples devices like the ipad, iphone, and macbook. When considering web services google
would emerge as the largest competitor.

Walmart is the biggest threat to Amazon in us as reports roll in of various attempts to compete
with the large online retailer. Reports of walmart testing a locker system for consumers where
shoppers can order and pay online and pickup at their convenience are surfacing. Walmart is
also still testing same-day delivery in four cities and remains the fourth largest online
retailer. Walmart rakes in about $9 billion in internet sales, which Amazon more than doubles in
a quarter. However, Amazon does not have the physical structure base that walmart has to start
with.
In developing countries as well as in developed, there are many local portals which give tough
competition to Amazon. For example – snapdeal, Flipkart are some of the competitors of
Amazon. Similarly, groupon, first cry are specialized e-commerce portals which take away
traffic from Amazon. Thus, these local competitors of each country also react strongly to
Amazon’s presence. Market analysis in the marketing strategy of Amazon- the global e-
commerce market is still in the evolving phase. With the adaptation of technology in the
developing economies customers are now becoming more comfortable with online shopping.
Fierce competition from biggies like alibaba, ebay, start-ups & local ecommerce players like
Flipkart, snapdeal is more of resulting into overall growth of the industry which is good for the
industry.

Customer analysis in the marketing strategy of Amazon- Amazon customers consist of upper
& middle class social groups who have inclination towards using e-commerce portals and are
comfortable with online shopping. Majority of the customers are professionalsor businessmen
who are busy with their business/job & find it convenient to purchase anything online rather than
visiting the physical outlet in order to save time & money. Furthermore, the customers might
also be the ones who are searching for deals. Due to this, the portal is known to have specific
days where they give massive discounts to their buyers.

MARKETING MIX

Product in the marketing mix of Amazon

Amazon is an international ecommerce company, using connections to the internet from various
gadgets such as phones and tablets, to allow its customers to browse and purchase products
immediately. These products are then delivered to the customer, using delivery service
companies. Amazon has built up a huge product base, and sells almost everything, including:
kindle, books, dvds, mobile phones/tablets, gaming consoles and games, clothes for men/women
and children, jewellery, gardening equipment. Amazon initially started only with books and it is
till date known as the highest book seller in the world. This is why, Amazon also introduced
kindle. Kindly is an ebook reader from Amazon and it is the reason that the publishing market is
 having such a big revolution of converting hard paper to digital ebooks because ease of reading
by kindle. Due to success of kindle, Amazon also introduced kindly fire – its own tablet pc. Type
in a search entry into a search engine for a specific product, and the chances are that Amazon
will stock what you need, and will be on the search list. As they continue to grow, more and
more products are added to their inventory. Once established into books, Amazon quickly
expanded to other products to maintain its presence in the market. Where ebay is know for techie
products, Amazon is known for knowledgeable products. Amazon continues to expand its
product base, and in july 2014 it entered the smart phone market, releasing its very own fire
phone. The phone followed the release a month earlier of Amazon’s very own set top box system
– Amazon fire tv- which allows streaming from various channels, as well as supporting speech
commands when searching.

Place in the marketing mix of Amazon

In the recent past, sites such as Indiaplaza and allshcoolstuff were forced to close due to the lack
of trust when buying goods online. However, the brand image of Amazon enables it to have a far
and wide presence and the bottom line of the company is enough to enable massive r&d efforts
to secure the website. Amazon has customer service bases in many of the countries where it has
an online presence, with most bases being located in the different states of the usa. Amazon
employees are friendly and relaxed.

Promotion in the marketing mix of Amazon

While Amazon has broadcast television commercials, these are mostly in the american market.
Amazon uses mainly web based advertising, and they make some use of billboard and smaller
methods of advertising. Amazon also uses advertising networks online so that whenever you
check something on Amazon, you will see an ad for the same thing somewhere else on some
other website. Search engine marketing and getting the company’s name high up the search
engine’s results is also a smart promotional strategy by Amazon. The founder of Amazon had
this in mind when creating the company, deciding that it should start with an ‘a’.
 In India, Amazon can be seen to rely on the best source of promotion there is – word of mouth.
People telling others about the site, or mentioning it in a positive way is a sure way to have a
new future customer. However, there are several print media ads to make their presence felt to
the people. However, much more is needed in the promotions department from Amazon in India
because the traffic of Amazon is being taken over fast by Flipkart.

Price in the marketing mix of Amazon

Amazon is competitive with its prices, and has little ways of staying ahead of its market
contemporaries. For example, if you are looking to buy a book, Amazon offers you a new copy,
or a used copy as well, complete with pricing and condition. Another initiative is to pay to have a
premium account, ensuring faster deliveries. Amazon can also keep their prices competitive due
to their use of staff. Minimum numbers – but well trained – ensure that consumers benefit from
the lack of overheads, and the result is shown in the prices online.

As more and more people can access broadband connections in India and get online, the
competition for the likes of Amazon.com will toughen. Amazon’s quiet entry into India has seen
some growth so far due to its brand image, and it will be looking to keep its prices as low as
possible to capture a slice of the growing market place. It faces tough competition from the likes
of ebay, Flipkart and snapdeal.
 Chapter

5 ADVERTISING AND PROMOTIONS

 2015 ADVERTISING STATISTICS FOR E-COMMERCE FIRMS

2015 was the year when e-commerce companies opened up their war chest, built over years, and
spent heavily on advertising on garnering market share and brand building. The advertising
amount was spent across channels – tv, print and digital media – with tv ad spends getting the
lion’s share. It was an interesting year. Advertising budget for a startup had a direct correlation
with the amount of funds raised by it. For eg. Limeroad, grofers and craftsvilla collectively
raised close to rs. 60 crores in 2015 of which rs. 28.5 crores were spent in advertising.

Let’s have a look at the highlights of the advertising spend done by various e-commerce
companies in 2015.

1. With an estimated advertising budget of rs. 350 crores, askme group was the biggest
advertiser among its peer. The group is backed by helion investments and astro
malaysia.
2. 2. During the festive period (sep – nov), e-commerce firms in India spent rs. 500 crore in
advertising. The entire advertising spent of e-commerce players, during 2014, was rs.
600 crores.
3. Jeff bezos owned Amazon spent 224 crore on advertising during the 3 months of festive
season whereas Flipkart spent almost 70 crores during the same period.
4. Flipkart owned fashion brand, myntra, spent around 30 crores on advertising while
used- goods marketplace, olx, spent over 55 crores during the peak season of sep-nov
2015.
5. According to tam media research pvt. Ltd., e-commerce firms have spent a total of rs.
1,200 crores in the first 9 months of 2015 (till sep 30, 2015).
6. This was an increase of over 46 percent over the corresponding period in 2014.
Close to 70 percent of the advertising budget was spent on prime-time spots whereas
over 40 percent of the spend was done on non-fiction channels. Why non-fiction?
Companies targeting youth believed that these channels would give them better
conversion and reach as compared to traditional entertainment channels.
 E-COMMERCE ADVERTISING LANDSCAPE TILL 2015

Spending big –Flipkart’s annual advertising budget is about rs. 75 cr, while Amazon’s expected
investment in advertising for 2014 is rs. 100-150 cr. In 2013, e-commerce companies spent rs
1,355 cr on advertising overall. In 2015, nearly rs. 221 cr have already been spent on advertising
by the major players of the e-tailers in the first six months. This does not include players in the
travel industry such as makemytrip, yatra and cleartrip. Travel contributes 70% to the e-
commerce market in India. During recent festive season, snapdeal is a clear winner with use of
massive budget on advertising and literally flooding all tv shows and movie channels with
snapdeal advertisement. The exact figures are not available but rough estimates amount up to rs
100 cr being spent on festive season advertising budget.

Print vs. Radio vs. Television vs. Online – in 2014, until now, print has been the most widely
used medium of advertising, with e-commerce companies spending rs. 599 cr on it. In a country
where 47.2% households have television sets, as compared to 11% of online users, television is
the next medium of choice, where online players have spent rs. 170 cr, finally followed by radio
at rs. 13.9 cr.
Capturing the market eye-balls in travel

Travel e-commerce is valued at $8 bn in India, accounting for 70% of the overall market, and
growing at a 32% cagr. Travel websites in India have so far preferred to wage fare wars,
competing on the value of sales offered in tickets and hotel bookings rather than direct
advertising. Those that have tie-ups with hotels and offer complete travel solutions also compete
on the types of package tours and their competitive pricing. Flash sales and fare wars have
increased the overall travel spends by 20-25% in 2014.
How do e-commerce players manage to spend big amounts on advertising?

Almost all the e-commerce players are backed by global and local investors who are pouring
million of dollars in these companies. A large part of this investment is being used by e-
commerce players to enhance their brand identity and corner a loin share of online shoppers. Of-
course, the smaller companies who lack substantial investment are at a loss here. However, some
of the smaller, niche e-commerce players are making targeted marketing efforts to channelize
their advertising fund to maximize roi.

Outlook for spend on advertising in 2016

According to a report by zenithoptimedia, the ad spend in major asian economies will continue to
grow in 2016, albeit at a lower rate of 8.4 percent when compared with 8.9 percent growth of
2015. The slowdown will primarily due to sluggish ad spending in china which currently
accounts for 74% of the total asian advertising spend. Besides, India and china, the major asian
economies include Indonesia, Malaysia, Pakistan, Philippines, Taiwan and Vietnam.

FLIPKART ADVERTISING AGENCY

Happy creative services, which has been the brand's creative agency since 2010. Myntra, the
fashion e-commerce major which Flipkart had acquired in may 2014, will be handled by lowe
lintas, which had already been the brand's creative agency since march 2014. Flipkart and myntra
continue to operate as separate entities and myntra founder mukesh bansal is the head the fashion
business for Flipkart and join the Flipkart board. Flipkart's first tv commercial for the e-retailer,
'fairytale', was an elaborate 100-second effort. Created in the old english style of fairytales, it
was the story of an old woman, a voracious reader, who lives in a cottage and orders her daily
read by clicking on a live mouse. The rest of the ads including 'no kidding', 'shopping ka naya
address' and the most recent one, 'Flipkart it', have been etched in tv viewers' minds owing to the
unique approach of using child actors to communicate the ease of shopping on Flipkart. In 2013,
the e-commerce portal announced its entry into the realm of fashion and lifestyle with a new tvc
campaign titled 'fashion has a new address' - an extension of its previous punchline, 'shopping
has a new address'.
 AMAZON ADVERTISING AGENCY

Orchard advertising India is Amazon India’s advertising agency. Orchard advertising India
highlights the benfits of shopping on Amazon.com with # weIndians. Conceptualized and
executed by orchard India and directed by anurag kashyap, the one minute video shows Amazon
as a reliable place to shop from with original products, easy return policies and on-time delivery.
The video comes along with a song with lyrics by amitabh bhattacharya and music by amit
trivedi. #aurdhikhao to #trytohkar, #apni dukaan and now #weIndians are the famous taglines
used for Amazon India advertising.
 Chapter

7 SWOT ANALYSIS
 FLIPKART

 Strengths:

1) India’s largest e-commerce retailer : Flipkart is the India’s largest e-commerce

company & had sold gmv (gross merchandising value) of $1 billion till now.
2) Experienced founders: the founders of Flipkart, sachin & binny bansal are ex-
Amazon employees. Having prior experience in the e-commerce industry helped the
founders to work strategically and differentiate their business in a highly competitive
 market.
3) Acquisition: with its series of acquisitions like letsbuy.co,, chakpak.com, weread.com,
mine360 & the recent one myntra in 2014 has helped the company to expand in the e-
commerce space & used the capabilities and existing resources of acquired companies.
4) High brand recall: Flipkart has established itself as a renowned e-commerce company
in India through tv ads, online branding and through its presence on social media. Brand
activities like the “big billion day” have really increased the brand recall of the company.
5) Own payment gateway & logistic arm : having its own logistics arm e-kart &
payment gateway payzippy has helped the company to control its expenses. Thereby
passing the benefits to the end customers.
6) Exclusive & broad range of products : from having exclusive rights to launch some
products like motog motox, xiaomi mi3 as well as personal designers segments in
garments category, has helped the company to differentiate and localize its offerings.

 Weaknesses:

1) Limited distribution channel reach: although its logistics arm has kept cost’s low,
the reach has been affected which is a weakness for Flipkart. Due to use of outsourcing,
global giants like Amazon & ebay can deliver the product anywhere in the country.
However, Flipkart is still struggling in this field.
2) Cost of acquisition: due to stiff competition in the market & low customer retention,
the cost of acquisition is high because Flipkart acquires a lot of customers through
online
 advertising. As per Flipkart data, the company spends r.s 400/- on acquiring a new
customer on an average.
3) Power in the hand of buyers : since this industry is flooded with many players,
buyers have a lot of options to choose. Switching costs are also less for customers since
they can easily switch a service from one online retail company to another. Same
products will be displayed in several online retail websites. Product differentiation is
almost absent and the fight then begins on the basis of price only.

 Opportunities:

1) Expansion of business: by targeting other emerging markets company can increase

their revenues as well as it can have economies of scale.
2) Expanding their product categories: this will increase their customer base & at
the same time will reduce the cost of acquisition and customer switch.
3) Changing mentality of Indian customers: with increasing numbers of customers
getting comfortable with online shopping & increase in numbers of internet users in
India, there is huge potential in this industry.

4) Supply chain: by optimizing their supply chain they can compete with the other
players & can manage the loosing sales on account of not making the product available
due to delivery constraints.
5) Establishing in other developing economies : like Amazon, Flipkart can slowly
start expanding out of India and establish operations in other countries as well which
will help improve revenues.

 Threats:

1) Competition: stiff competition from the global players like Amazon, ebay as well as
local player like snapdeal, tolexo and shopclues who are continuously trying to eat each
other’s market share.
2) Government regulations on the issues related to fdi in multi branding retail has
been a big hurdle in the success of the e-commerce industry in India.
 AMAZON

 Strengths:

1) Strong background and deep pockets – built on its early successes with books,
Amazon now has product categories that include electronics, toys, games, home and
kitchen, white goods, brown goods and much more. Amazon has evolved as a global e-
commerce giant in the last 2 decades.
2) Customer centric: company’s robust crm has created customer centric processes in
order to carefully record data on customer’s buying behavior. This enables them to offer
individual items, related items or bundle them as an offer, based upon preferences
demonstrated through purchases or items visited. Also, the company claims that 55% of
their customers are repeat buyers resulting in low cost of acquisition of new buyers.
3) Cost leadership: in order to differentiate itself, company has created several strategic
alliances with other companies to offer superior customer service. The most important
strategic tie ups are with logistics provides who control costs. Because of playing on
economies of scale, Amazon is able to lower the inventory replenishment time.
4) Efficient delivery network: with its strategic partners & due to its Amazon
fulfilment centers, Amazon has created a deep & structured network in order to make
the product available even at remote locations. It also has free of cost delivery charges
in certain geographies.
5) Glocal strategy: by using the strategy of “go global & act local”, Amazon is able to
fight with domestic e-commerce companies through absorbing & by forming /
partnering with supply chain companies. The branding too is done as per local taste. For
example- in India, Amazon is currently using the “aur dikhao” campaign to encourage
users to browse more of their products.

6) Acquisitions: acquiring companies like zappos.com, junglee.com, imbd.com,

woot.com etc. Has proven to be a successful and revenue generating step for the e
commerce giant.
 Weakness:-

1) Shrinking margins: due to extensive delivery network & price wars Amazons margins
are shrinking, which is resulting in even losses. In India, Amazon had a loss of $359 crs in
the year 2013-14.

2) Tax avoidance issue: Amazon has attracted negative publicity on account of tax
avoidance in countries like u.s & uk. Most of its revenue is generated from these well
established markets.
3) High debt: in many developing nations Amazon is still struggling to make the business
profitable thereby affecting the overall profitability of the group resulting into high debt.

4) Product flops – Amazon launched the fire phone in the us which was a big flop. At the
same time, kindle fire did not pick up as strongly as kindle did. Thus, there were several
product flops which caused a dent in Amazon’s deep pockets.

 Opportunities:-

1) Backward integration: Amazon can come up with its in-house brands in different
product categories. They can also differentiate their offering. This will help them make
profits in highly competitive e-commerce market.

2) Global expansion: expansion mainly in asian & developing economies will help
Amazon because those are the markets with low competition in e-commerce industries
& are not saturated like developed economies.
3) Acquisitions: by acquiring e-commerce companies it can decrease the competition
level & also can use the specialized capacity of the other company.
4) Opening physical stores outside u.s: by doing this Amazon can help the
customers to engage with the brand, resulting in increase in repeat purchases &
increase in loyal customer base.
 Threats:-

1) Low entry barriers of the industry : low entry barriers affect the current player’s
business as more & more company means tough competition, price wars, shrinking
margins & losses resulting into questioning the sustainability of the players.

2) Government regulations: not having clarity on the issues related to FDI in multi
brand retail, has been a big hurdle in the success of the e-commerce players in many
developing nations.
3) Local competition – India has snapdeal and Flipkart who are local e commerce
retailers and are taking away majority of the market. Similarly, there are many local
players who take bites from the market share thereby making it hard for a big player like
Amazon to make profits.
 CHAPTER 8

PEST ANALYSIS
 PESTEL Analysis of flipkart

 Political
According to Chaudhany (2016), GOI (The Government of India) is currently trying to boost the
economy of the rural areas by promoting online businesses in these regions. GOI's plan may see new
regulations in the e-commerce industry, which will influence Flipkart's operations. However, given that
India elects leaders every five years, considerable uncertainty on Flipkart's interaction with the GOI
exists because, as Bazzi & Clemens (2013) note, some leaders may be unfriendly to investors, which will
negatively impact the company's operations. Furthermore, in 2012, the GOI opened up the retail sector
to the entry of multi-brand MNCs (Patibandla, 2014) to promote FDI (Financial-Direct-Investment),
among other logistics that could improve India's e-commerce supply chain. However, allowing foreign
retailers such as Amazon into the Indian markets has resulted in intense competition for Flipkart.
Finally, Miahra (2017) affirms that Flipkart must abide by rules such as the new GST bill that limits
Flipkart from getting pricing benefits from sellers that are situated in countries with lower tax rates
(Garg, 2014).

 Economic
Indians' rapidly growing economy assures investors such as Flipkart of continued markets.
Furthermore, the liberalisation of the Indian economy to allow international investors in various
industries including retail will contribute to economic growth. Furthermore, the government requires
that foreign companies in India should sell or use specific percentage goods (for retailers) and
resources (for manufacturers) respectively that are locally sourced (Patibandla, 2014). Such a strategy is
useful to ensure sustainable economic growth. Furthermore, Kumar (2017) states that the number of
online consumers is rising daily and there are expectations that approximately hundred million people
will have gone digital by 2018; this will facilitate the growth of Flipkart.

 Socio-Cultural
According to Rath & Samal (2015), most of the Indian population is rural, which stands at about sixty-
nine percent and, while the urban population contributes to sixty percent of the total GDP. Rath &
Samal (2015) expect that within the next 15 years, the urban population will contribute to almost
seventy-five percent of the GDP. This trend demonstrates the importance of the urban population to
organisations. However, with the current GOI interventions to develop rural areas, these rural
populations will be important to businesses such Flipkart in the future. Currently, Flipkart is struggling
with its logistics, which, understandably, are concentrated in the urban areas. Nonetheless, as the
importance of rural regions, which carry most of the India populations grow, Flipkart will need to
expand its logistics.
  Technological
According to Padhy & Sampat (2017), Flipkart has implemented data analytics systems for efficient
business performance. Information systems in the company integrate the information about market
opportunities and predict sales that the company is likely to make. This strategy enables the company
to take advantage of technological advancements such as big data for competitive advantage.
Furthermore, by 2019, approximately eight hundred million people will be using smartphones, and a
larger percentage will be able to access e-payment platforms for an easier purchase of online products
(Kumar, 2017).

 Environmental
Despite the fact that Flipkart is an online retailer, its operations are subject to environmental factors.
Rising concerns by both governments and consumers about sustainable business and low carbon
emissions is a major issue (Marron & Toder, 2014). Governments promote sustainable business
practices through rules and regulations. Some of the most popular rules pertain to carbon emissions
and general environmental regulations (Marron & Toder, 2014). In some cases, these rules introduce
fines or taxes, to organisations, which lower profitability margins for businesses.

 Legal
Chaudhany (2016) asserts that there are legal factors that affect operations of Flipkart. In July 2015,
Westland books accused Flipkart of selling "Scion of Ishvaku", yet Westlands alone was given the rights
to sell the book by Amazon. This conflict demonstrates the need for Flipkart to be more aware of
property rights such as licencing and trademarks. Furthermore, the recent Zomato breach resulted in
the theft of consumer data, which raises concerns about the ability of online organisations to protect
consumer data (Kumar, 2017). As online business continues to grow, governments and corporations
alike develop regulations. Some of these rules may complicate business practices or raise operation
costs, which can influence profitability margins.
 PESTEL analysis of amazon

PESTEL - Synthesis

The PESTEL Analysis allows to analyze and anticipate the opportunities and threats of a company’s
macro-environment (all external variables with an impact on the business). It distinguishes six
categories of macro-environmental influences. We followed 3 steps:

 Brainstorming & information searches in the media

 Grouping factors to define trends
 Define whether these factors groups are opportunities or threats

 Political

Amazon's activities and development could be impacted by more or less aggressive protectionist
policies. The United States is not a symbol of trade openness, other economic states follow suit and
show their determination and claim their rank of great economic countries. The meetings of Donald
Trump (President of the USA) with Xi Jinping (General Secretary of the Chinese Communist Party) and
Vladimir Poutine (President of the Russian Federation) as well as the concerns of NATO indicate that
the game of global alliances could change the balance through economic pressures and influence the
rights and duties of large international groups like Amazon. It is specially true as substitutions to
Amazon remain easily conceivable with finally few constraints (as long as the hypermarkets and malls
still exist). Sometimes politic community can indirectly push towards e-commerce. For example, France
has a specific government plan named “plan très haut débit” in which the French government wants to
accelerate the 4G and optical fiber network deployment. This kind of political decision facilitates the
access to the Internet, so to all services based on the Internet (e-business included).

 Economical
Since the economic crisis of the beginning of the 1980-90s (stock market crash of October 1987), the
world population consumes less and is back to an almost systematic search for the best deal. People
want more comfort, always for the lowest price. The competition game pulls prices down (appearance
of the "low cost" concept), and unsurprisingly, after the decrease of computers and Internet accesses
prices emerged systems of optimized supply chain sales such as Amazon (overpressure of
intermediaries, removal of physical stores in the city). This movement is still ongoing (e.g., the recent
democratization of smartphones and 4G packages) and is maintained by the disappearance of the
middle class. Jeff Bezos is in some ways an "Edward Leclerc" (founder of the first French cooperative
society and hypermarket chain) at worldwide network level. So we can think that Amazon has in front
of it a very favorable economy to continue to grow up.

 Social

As previously pointed out, the Internet brings in more and more users because:

• Subscriptions are becoming more affordable

• People (assisted by governments and competition between Internet Service Providers) have a better
network coverage

• The development of the goods and people movements at a global level means that we need global
networks to monitor them all the time and everywhere. All the countries around the world are opening
up to the world, making large, formerly emerging countries new economic powers whose population is
eager for new technologies, information and new services (e.g., China, India).

Our modern societies (and our governments) tend to restore gender equality. With an everincreasing
life cost, couples see that both people have to work. Therefore, both man and woman are less and less
at home. This society evolution means that household chores such as errands become a waste of time
that one would rather spend on leisure if possible. The e-commerce and the "drive-in solutions" are a
response to this time optimization need. Beyond the search for "low cost", e-business has changed our
societies and is now becoming unavoidable and inseparable from our modern consumption patterns.
The consumer changes his habits according to the constraints he experiences in his environment,
meaning that the consumer interest in e-commerce is not foolproof. The consumer behavior will evolve
further in the coming years depending on the opportunities (e.g., technological developments, new
services) that will minimize the impact of his daily constraints. One can also imagine that if the concept
of a universal salary were to come into being (tests are ongoing in Finland) and became global to the
world, the constraints currently applied to the consumer would be turned upside-down and that he
could then get some time again to hang out in physical stores and would turn away from e-commerce.

 Technology

“All modern societies are characterized by a shortage of time: the more modern a society is, the less
time it has. It is not the oil that we will miss one day, but rather the time” says the German sociologist
and philosopher Hartmut Rosa. The more we innovate to do the things quicker (the more we save
time), the less we have time per task (so the less we enjoy life, so the less we live). According to Harmut
ROSA, “acceleration is not the fault of the technique. One can imagine a world where, thanks to
technical progress, it would be possible to release a surplus of time if the rate of growth were not so
strong. Technical progress broadens our horizon and our possibilities. It changes the perception of
opportunities and obstacles and also changes social expectations, both what we expect from others
than what they expect from us. Technology allows the acceleration of the life beat, but does not
impose it. It gives us the means to dispose of it freely”. But it has yet to be implemented. Hundreds of
innovations grew in the recent decades and even more will in the upcoming years. Innovations fuel
innovation and today the devices to browse the Internet are diverse: computers, tablets, hybrid
computers, mobile phones, watches, etc. Channels are also more plentiful: ADSL, CPL, optical fiber, 3G,
4G, etc. Overall, all these tools are more efficient and more effective. As a result, more data can be
processed and potentially more users can be attracted. In addition, artificial intelligence (e.g., Alexa)
and “AWS machine learning services” (making predictions more reliable) make it easier and more
commonplace to buy.
“The dream of modernity is that technology allows us to acquire temporal wealth. The idea behind it is
that technical acceleration allows us to do more things per unit of time” wrote Hartmut Rosa. Around
1900, an average house had 400 different objects. Today, it has about 10,000. This quantitative
increase leads to have less time to take care of each object. We go faster with our computers, but we
spend less time on it because we go from a mean to another all the time (due to the diversity of
solutions): computers, tablets, connected watches, connected home, etc. Transportation is the same:
switching from the “2CV” to the “DS7” allowed us to double our speed. But at the same time, we
quadrupled distances when it comes to work, leisure and getting objects always further from home.
This technological springboard has still bright years in front of him because multiple leaps are already
announced (cf. https://buzzly.fr) as for example:

• Unlimited data storage for all

• The development of all kinds of sensors and connected clothes

• The connected reading glasses

• The generalization of the digital identity

• Phones that will be more powerful than a microcomputer

• Mobile phones implanted in the body

• The trivialization of 3D printing for basic objects but also cars fully produced in 3D printing

• The generalization of the means of sharing for transport.

And we can’t imagine or anticipate the impact of nanotechnologies on innovations, business and the
society. It’s easy to see how these advances will continue to support Amazon's frenetic growth, unless
our environmental concerns and the absolute need to preserve our planet (for our children’s future)
disrupt our consumption habits.
  Environmental

This technical innovation acceleration, accompanied by an ever more targeted marketing favoring
social competition, boosts the purchases. There is a real frenzy pushing to renew faster and faster our
favorite products. Product lifetimes are shorter (sometimes voluntarily; see recent (in 2017) legal
proceedings against Apple and Epson) and the products are often no longer "economically repairable"
(the repair cost is often higher than the OEM production cost). This unbridled consumption draws on
the resources of our planet and weakens its balance. It generates, despite the efforts of the politicians,
a lot of pollution during the manufacture, the distribution and the waste treatment. This pollution is at
the origin of global warming that we know today and causes more and more natural disasters. CSR
initiatives are becoming more and more frequent because, fortunately, more and more people and
companies feel concerned and responsible for the future of our children. Even if all countries (e.g., the
USA during the G7) do not deploy the same energy, globally, governments vote laws encouraging
companies to reduce their ecological impact. These measures have a high cost and non-compliance
with these laws potentially has a high power of nuisance on the corporate image of the offending
company. American and international groups like Amazon have every interest in accelerating and
anticipating their ecological expectations because their image is global and then we can only be
convinced that US laws are bound to strengthen on the subject someday. The consumer also wants to
participate in this mission. For example, brands of plastic garments such as Patagonia are growing,
despite higher prices than the competition. Emails also sport more and more the "Please consider the
environment before printing" mention at their bottom. It is perhaps also for this reason that the
consumer is moving more and more towards digital solutions such as e-commerce, considering that it is
probably more environmentally friendly to use a carrier that will deliver several products to several
people rather than having everyone to take his own vehicle to buy his object at the nearest mall.

 Legal

Laws evolve to try to preserve our planet in the long term but they are also evolve to deal with
globalization. Since the 19th century with the corporate tax ceiling put in place by the state of New
Jersey (USA), the major international groups are looking for the best organization of their "holding"
allowing the best possible tax optimization (this is called aggressive optimization). Noting the millions
(and sometimes the billions) of taxes that elude governments, they adapt regularly through lawsuits
and new laws of tax laws more binding for companies. At a minimum, international groups must
provision in the event that they are the subject of legal proceedings. They cannot ignore that social
protection (even if it is not perfect) has made much progress (as for example in the USA) this last
century. Even without mentioning universal arrangements (in terms of wages and social protection) as
early as 2019, we can assume that states will have to be very imaginative to finance its social strategy in
the upcoming decades. The companies’ tax rates could then be revised upwards with a decrease of the
net income after tax.

MAJOR PLAYERS IN E-COMMERCE INDUSTRY :-

 RESEARCH METHODOLOGY

 PROBLEM DEFINITION
In India e-commerce evaluated like a giant with huge opportunity and success rate. There are so
many big and small players in market. Are they really going to sustain in market for a long time
and is there success rate for them. What are customers expecting from them and are they ready to
fulfill their requirements. The study is to understand both parties’ requirements and procedure.
 Research

Business research can be described as a systematic and Organized effort to investigate a specific problem
that needs a solution. More specifically, it is a process of planning, acquiring and analyzing relevant data
and information. We can define business research as an Organized systematic, data-based, critical,
objective, scientific problem undertaken with the purpose of finding answers to it. In fact, research
provides the needed information that guides managers to make decisions. They can deal, successfully,
with problems.

Research comprises defining and redefining problems, formulating hypothesis or suggested solutions,
collecting, Organising, and evaluating data, making deductions and reaching conclusion.

Research methodology

Research is an art of scientific investigation. It refers to a search for knowledge. The advance Learner’s
Dictionary English lays down the meaning of research as, “A careful investigation or inquiry especially
through search for new facts in any branch of knowledge.”

 Research Methodology is a way to systematically solve the research problem. The research begins its
formation when the problem or objective of the research is identified for which a research report is
conducted.

Types of research:-

i) Descriptive:- Descriptive research includes surveys and fact-findings enquiries of

different kind. The major purpose of descriptive research is description of the state of
affairs as it exists at present. The main characteristics of this method is that the
researcher has no control over the variables; he can only report what has happened or
what is happening.
ii) Analytical:- In Analytical research, the researcher has to use facts or information
already available, and analyze these to make a critical evaluation of material.
 iii) Applied:- It aims at findings a solution for an immediate problem facing a society or
an organization/business organization.
iv) Fundamental:- Fundamental research is mainly concerned with generalizations
and with the formulation of a theory. Research studies concerning human behaviour
carried on with a view to make generlisations about human behaviour is an example
of fundamental research.
v) Qualitative:- It is concerned with qualitative phenomenon, i.e., phenomena relating
to or involving quality or kind. For instance ,when we are interested in investigating
the reasons for human behaviour(i.e. why people think or do certain things), we quite
often talk of ‘Motivation Research’, an important type of qualitative research.
vi) Conceptual:- Conceptual research is that related to some abstract idea(s) or theory.
It is generally used by philosophers and thinkers tp develop new concepts or to
reinterpret existing ones.
vii) Empirical:- Empirical research relies on experience or observation alone, often
without due regard for system and theory. It is data-based research, coming up with
conclusions which are capable of being verified by observation or experiment.

Research Design:-

 A research design is the arrangement of conditions for collection and analysis of data in a manner that
aims to combine relevance to the research purpose with economy in procedure. In fact, the research
design is the conceptual structure within which research is conducted; it constitutes the blueprint for the
collection, measurement and analysis of data.

Different types of Research Design are as follows:-

1. Research design in case of exploratory research studies.

2. Research design in case of descriptive studies.
3. Research design in case of diagnostic research design.
4. Research design in case of hypothesis-testing research design.
 In this study Descriptive research studies is used because descriptive research studies are those studies
which are concerned with describing the characteristics of a particular individual, or a group and
situation etc.

The design in such studies must focus attention on the following or process in descriptive research
design is as follows:- 

(a)    Formulating the objective of the study.

(b)   Designing the methods of data collection.

(c)    Selecting the sample

(d)   Collecting the data.

(e)    Processing and analyzing the data.

(f)     Reporting the findings.

Sources Of Data:-

The task of data collection begins after a research problem has been defined and research design plan
chalked out. Basically two types of data are available to the research namely:-

 Primary Data:-We collect primary data during the course of doing experiments research but
in case we do research of the descriptive type and performs surveys, whether sample survey or
census surveys, then we can obtain primary data either through observation or through direct
communication with respondents in one form or another or through personal interviews.

 Secondary Data:-Secondary data means data that are already available i.e., they refer to the
data which have already been collected and analyzed by someone else.
 

In the present study, primary as well as secondary data has been used.
 Sample Design:-

In most of the research design it becomes almost impossible to examine the entire universe. So the only
alternative is to report to sampling. This is true for the present study as well. Basic principles to be
followed in sampling are that the sample chosen must be representative of entire universe to be studied.

Universe and Survey Population:-Universe is the set of objective to be studied. It can be finite
and infinite. And survey population is a part of universe that represents the whole universe.

In this present study universe is 120 and survey population is 50 peoples.

Sample Size:-

 In this present study we have taken the sample size of 50 peoples to get their views regarding online
shopping.

Sampling Method:-

 In the present study, convenience sampling method has been used.
 Data Collection Method:-

 In dealing with any real life problem it is often found that data at hand are inadequate, and hence, it
becomes necessary to collect data that are appropriate. There are several ways of collecting data which
differ considerably in context of a survey, data can be other resources at the disposal of the researcher.

Primary Data can be collected through various methods like:-

 Questionnaire method
 Observation Method
 Through Schedules
 Interview method

In the present study Primary data is collected through:-

 Questionnaire.

 Secondary data can be collected though various methods like:-

 Magazines
 Newspapers
 Websites
 Books

In the Present Study Secondary Data is collected through:-

 Different Websites
 Company Journals
 Books
 Data processing

Editing, classification, coding and tabulation are the important stages in research. It is at this stage the
mass of data collected during the survey is processed with a view to reducing them to manageable
proportions. In other words, the data processing which encompasses, editing, coding, classification, and
tabulation, is an intermediary stage between the collection of data and their analysis and interpretation.
Thus, these are the three crucial stages in the processing of social survey data.

Stages in data processing:-

1) Editing
2) Classification
3) Tabulation
4) Coding
 Questionnaire designing

. A questionnaire is a form prepared and distributed to secure responses to certain questions. It is a

device for securing answers to questions by using a form which the respondent fills by himself. It is a
systematic compilation of questions that are submitted to a sampling of population from which
information is desired.

Purpose of questionnaire are two fold:

 To collect information from the respondents who are scattered in a vast area.
 To achieve success in collecting reliable and dependable data. The questionnaire procedures
normally comes into use where one cannot readily see personally all of the people from whom he
desires response of where there is no particular reason to see them personally.

Questionnaire design process:

 Type of information needed

 Method of interview
 Contents of individual question
 Question structure
 Question wording
 Arranging questions in orde
RESEARCH DESIGN Descriptive

COLLECTION OF DATA Primary data, secondary data

SAMPLE SIZE 50 respondents

SAMPLING UNIT Individual

SAMPLING TYPE Convenient sampling

AREA OF STUDY Study area is limited to Sonepat

ANALYSIS PATTERN Pie charts

METHOD OF DATA COLLECTION Questionnaire method

DATA ANALYSIS
&
INTERPRETATION
Q1:- Have you ever done online shopping?
OPTIONS RESPONDENTS %AGE

Yes 41 82%

No 9 18%

Total 50 100%

Yes No

18%

82%

INTERPRETATION:-

82% of peoples shows interest in online shopping, on the other hand, 18% of peoples does
not want to shop online.
Q2:- How often do you shop online?
OPTIONS RESPONDENTS %AGE

Once in month 32 64%

Once In two month 5 10%

More frequently 3 6%

More often 10 20%

Total 50 100%

Once in month Once In two month More frequently More often

20%

6%

10%
64%

INTERPRETATION:-

64% of peoples shop online once In month, 10% of peoples once in two months, 6% of
peoples more frequently, and 20% of peoples shop online more often.
Q3:- Which online site do you prefer most?
OPTIONS RESPONDENTS %AGE

Flipkart 29 58%

Amazon 6 12%

snapdeal 5 10%

Paytm mall 7 14%

Others 3 6%

Total 50 100%

Flipkart Amazon snapdeal Paytm mall Others

6%

14%

10%

58%

12%

INTERPRETATION:-

58% of peoples prefer flipkart online site while making shopping online, 12% people uses
amazon , 10% of snapdeal, 14% of peoples uses paytm mall, and 6% of peoples using others
websites.
Q4:- How do you make payments when shopping online?
OPTIONS RESPONDENTS %AGE

Debit card 29 58%

Cash on delivery 10 20%

Credit card 5 10%

Third party(paytm 6 12%

wallet,paypal etc.)
Total 50 100%

12%
Debit card Cash on delivery Credit card Third party(paytm wallet,paypal etc.)

10%

INTERPRETATION:-

58% of peoples make

58%
payment through debit
20% card, 20% of peoples
choose the cash on
delivery, 10% of peoples
using credit card
services, 12% of peoples
uses other payment
methods

Q5:- which online service is more satisfied in terms of products, customer

care and delivery?
OPTIONS RESPONDENTS %AGE
 Flipkart 20 40%

Amazon 25 50%

Snapdeal 3 6%

Others 2 4%

Total 50 100%

flipkart amazon snapdeal others

4%
6%

40%

50%

INTERPRETATION:-

40% of peoples is more satisfied in terms of products, customer care & delivery services from
flipkart, 50% of peoples with amazon, 6% of peoples with snapdeal, and 4% of peoples with
others.

Q6:- How do you choose online shopping site?

OPTIONS RESPONDENTS %AGE
 Referred by friends 24 48%

Advertisements 15 30%

Online interviews 11 22%

Total 50 100%

Referred by friends Advertisements Online interviews

22%

48%

30%

INTERPRETATION:-

48% of peoples choose online shopping site from referred by friends, 30% of peoples from
advertisements, 22% of peoples from online interviews.
Q7:- Have your encountered any problems with online shopping site? if
yes, by which one
OPTIONS RESPONDENTS %AGE

Flipkart 23 46%

Amazon 20 40%

snapdeal 5 10%

Others 2 4%

Total 50 100%

Flipkart Amazon snapdeal Others

4%
10%

46%

40%

INTERPRETATION:-

46% of peoples have problems with flipkart, and 40% of peoples with amazon , 10% of
peoples with snapdeal, and 4% with online shopping sites.

Q8:- In terms of pricing, with which online shopping site you are satisfied?
 OPTIONS RESPONDENTS %AGE

Flipkart 16 32%

Amazon 19 38%

Snapdeal 7 14%

Paytm 5 10%

Others 3 6%

Total 50 100%

flipkart amazon snapdeal paytm others

6%

10%
32%

14%

38%

INTERPRETATION:-

32% of peoples are satisfied with the pricing strategies of flipkart, 38% of peoples with
amazon, 14% with snapdeal, 10% with paytm, 6% of peoples are satisfied with pricing of
others.

Q9:- Which online shopping site will you suggest to your family and friends?
 OPTIONS RESPONDENTS %AGE

Flipkart 20 40%

Amazon 16 32%

Snapdeal 9 18%

Paytm 2 4%

Others 3 6%

Total 50 100%

flipkart amazon snapdeal others

6%
4%

18% 40%

32%

INTERPRETATION:-

40% of peoples suggests flipkart to their family and friends, 32% of peoples suggest
amazon, 18% of peoples snapdeal, 4% of peoples paytm, and 6% of peoples suggest
others.

Q10:- On which occasions do you want to make purchase?

 OPTIONS RESPONDENTS %AGE

Festivals 21 42%

Gifts 12 24%

Offers 8 16%

Weddings 5 10%

Others 4 8%

Total 50 100%

Festivals Gifts Offers Weddings Others

8%

10%

42%

16%

24%

INTERPRETATION:-

42% of peoples wants to make purchase on festivals, 24% of peoples purchase for receiving
gifts, 16% of peoples for offers, 10% on weddings, 8% of peoples on others.

Q11:- Does promotional activities impact your purchasing decision?

 OPTIONS RESPONDENTS %AGE

Strongly agree 19 38%

Agree 14 28%

Neither agree nor 11 22%

disagree
Disagree 4 8%

Strongly disagree 2 4%

Total 50 100%

Strongly agree Agree Neither agree nor disagree

Disagree Strongly disagree

4%
8%

38%
22%

28%

INTERPRETATION:-

38% of peoples are strongly agree with they make purchasing decisions due to promotional
activities, 28% of peoples are agree, 22% of peoples are neither agree nor disagree, 8% of
peoples are disagree, and 4% of peoples are strongly disagree.
Q12:-How confident are you that your personal information is kept
confidential when buying products online?

OPTIONS RESPONDENTS %AGE

Extremely confident 17 34%

Quite confident 13 26%

Moderately confident 8 16%

Slioghtly confident 2 4%

Not at all confident 10 20%

Total 50 100%
Extremely confident Quite confident Moderately confident
Slioghtly confident Not at all confident

20%

34%
4%

16%

26%

INTERPRETATION:-

34% of peoples are extremely confident with their personal information is kept confidential
when purchasing online, 26% of peoples quite confident , 16% of peoples are moderately
confident , 4% of peoples are slightly confident, 20% of peoples not at all confident.
Q13:-What kind of problem did you faced most while doing online shopping?
OPTIONS RESPONDENTS %AGE

Delay in delivery 21 42%

Product range 9 18%

Cheap quality of a 17 34%

product
Non delivery 3 6%

Total 50 100%

Delay in delivery Product range

Cheap quality of a product Non delivery

6%

42%
34%

18%

INTERPRETATION:-

42% of peoples faced problem with delay in delivery, 18% of peoples faced problem of
product range, 34% of peoples cheap quality of a product , and 6% of peoples faced non
delivery of products.
Q14:-Of which company are you satisfied most for receiving after sales
assistance? if any
OPTIONS RESPONDENTS %AGE

Flipkart 12 24%

Amazon 18 36%

Snapdeal 10 20%

Others 10 20%

Total 50 100%

flipkart amazon snapdeal others

20%
24%

20%

36%

INTERPRETATION:-

24% of peoples are satisfied with flipkart, 36% of peoples with amazon , 20% with snapdeal,
and 20% of peoples with others are satisfied most for receiving after sales assistance.
.

MACRO ANALYSIS
FINDINGS, SUGGESTIONS, CONCLUSION
 FINDINGS

82% of peoples shows interest in online shopping, on the other hand, 18% of
peoples does not want to shop online.
64% of peoples shop online once In month, 10% of peoples once in two months, 6%
of peoples more frequently, and 20% of peoples shop online more often.
58% of peoples prefer flipkart online site while making shopping online, 12% people
uses amazon , 10% of snapdeal, 14% of peoples uses paytm mall, and 6% of peoples
using others websites.
58% of peoples make payment through debit card, 20% of peoples choose the cash on
delivery, 10% of peoples using credit card services, 12% of peoples uses other payment
methods
40% of peoples is more satisfied in terms of products, customer care & delivery
services from flipkart, 50% of peoples with amazon, 6% of peoples with snapdeal, and
4% of peoples with others.
48% of peoples choose online shopping site from referred by friends, 30% of peoples
from advertisements, 22% of peoples from online interviews.
46% of peoples have problems with flipkart, and 40% of peoples with amazon ,
10% of peoples with snapdeal, and 4% with online shopping sites.
32% of peoples are satisfied with the pricing strategies of flipkart, 38% of peoples
with amazon, 14% with snapdeal, 10% with paytm, 6% of peoples are satisfied
with pricing of others.
40% of peoples suggests flipkart to their family and friends, 32% of peoples
suggest amazon, 18% of peoples snapdeal, 4% of peoples paytm, and 6% of
peoples suggest others.
42% of peoples wants to make purchase on festivals, 24% of peoples purchase for
receiving gifts, 16% of peoples for offers, 10% on weddings, 8% of peoples on others.
38% of peoples are strongly agree with they make purchasing decisions due to
promotional activities, 28% of peoples are agree, 22% of peoples are neither agree nor
disagree, 8% of peoples are disagree, and 4% of peoples are strongly disagree.
34% of peoples are extremely confident with their personal information is kept
confidential when purchasing online, 26% of peoples quite confident , 16% of peoples
are moderately confident , 4% of peoples are slightly confident, 20% of peoples not at
all confident.
42% of peoples faced problem with delay in delivery, 18% of peoples faced problem of
product range, 34% of peoples cheap quality of a product , and 6% of peoples faced
non delivery of products.
24% of peoples are satisfied with flipkart, 36% of peoples with amazon , 20% with
snapdeal, and 20% of peoples with others are satisfied most for receiving after sales
assistance.
SUGGESTIONS

Flipkart is performing ok but not good enough. There are so many cases where people felt that
packing might have been better than this. Either it may be big or small / expensive or not product
has to be treated with care. Some of the products mostly apparel’s are turning out with original
cover of supplier, which shows negligence of them. In this issue Amazon made a mark among
us, because whatever the product is their packing will obviously safe and secure.
CONCLUSION
The study consisted with all the work flows of major e-commerce players in India, Flipkart and
Amazon. How they are performing and how they are running perfectly in the competitive world
has been explained. The innovative thinking of them to reach more and more consumers is
appreciable. They increased their network as much as possible with ultimate aim of reaching
more and more customers. They made consumers work more easy and comfortable. In this
competitive market one has to be lead and rest will follow. Based upon consumer’s survey we
got our clear winner and it is Amazon. Even though it is an international company it understood
Indians very well and made its roots stronger in India. Flipkart is also giving very tough
competition to Amazon even though it is new company when compared to Amazon. May be it
takes some time to overcome, but definitely they are doing very well in Indian e-commerce
market.
Recommendation
ANNEXURES
Bibliography

Questionnaire
 BIBLIOGRAPHY

WEBSITES:

www.google.com

www.scribd.com

www.slideshare.com

www.academiaedu.com

www.flipkart.in

www.amazonindia.com

BOOKS:

Marketing management

Author:- Phillip kotler

Marketing management

Author:- C.B gupta

Publication:- Sultan Chand & Sons - Tb

MAGAZINES AND JOURNALS :

Newspapers and publishers
Compay info. guides
Academics journals
 QUESTIONNAIRE ON ONLINE SHOPPING
Dear mam,

I am student of BBA 3rd Year of Hindu College, Sonipat. I am conducting this study as part
of my curriculum. You are requested to take out few minutes and help me getting the
survey/study done.

Thanking you DEEPAK KUMAR

Personal Details:

Name

Mobile No

E-mail Id

Age

1) Have you ever done online shopping?

a) Yes
b) No

2) How often do you shop online?

a) Once in month

b) Once in two month

c) More frequently

d) More often
3) Which online site will you prefer most?

a) Flipkart

b )Amazon

c) Snapdeal

d) Paytm mall

e) Others

4) How do you make payments when shopping online?

a) Debit card c) Cash on delivery
b) Credit card d) Third party (Paytm wallet, Paypal etc)

5) Which online service is more satisfied in terms of products, customer care and delivery?
services?

a) Flipkart
b) Amazon
C) others
6) How do you choose online shopping site?

a) Referred by friends

b) Advertisements

c) Online reviews

7) Have your encountered any problems with online shopping site? if yes, by which one
a) Flipkart
b) Amazon
c) Others

8) In terms of pricing, with which online shopping site you are satisfied?
a) Flipkart

b) Amazon
c) Snapdeal

d) Paytm

e) Others

9) Which online shopping site will you suggest to your family and friends?

a) Flipkart

b) Amazon

c) Snapdeal

d) Paytm

e) Others
10) On which occasions do you make purchase?

a) festivals
b) gifts
c) offers
d) weddings
e) others

11) Does promotional activities impact your purchasing decision?

a) Strongly agree

b) Agree

c) Neither Agree nor Disagree

d) Disagree

e)StronglyDisagree
12) How confident are you that your personal information is kept confidential when
buying products online?
a) Extremely confident

b) Quite confident

c) Moderately confident

d) Slightly confident

e) Not at all confident

13) What kind of problem did you faced while doing online shopping?

a) Delay in delivery c) Cheap quality of a product

b) Product damage d) Non delivery

14) of which company are satisfied most for receiving after sales assistance? if any

a) Amazon
b) Flipkart
c) others

15) any other suggestion for improving online shopping?