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CUSTOMER SATISFACTION TOWARDS FLIPKART
MAHARANIS ARTS, COMMERCE AND MANAGEMENT COLLEGE FOR WOMEN

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CHAPTER-01
INTRODUCTION
1.1 INTRODUCTION TO E-COMMERCE
The internet is being developed rapidly since last two decades, and
with relevant digital economy that is driven by information technology
also being developed world wide. After a long term development of
internet, which rapidly increased web users and highly speed internet
connection, and some new technology also have been developed and used
for web developing, those lead to firms can promote and enhance images
of product and services through website. Therefore, detailed product
information and improved service attracts more to more rely on the
internet shopping. On the other hand, more companies have realized that
the consumer behavior transformation is unavoidable trend, and thus
change their marketing strategy. As the recent researches have indicated
that, the internet shopping particularly in business to consumer (B2C) has
risen and online shopping become more popular to many people.
E-commerce is buying and selling goods and services over the
internet.
E-commerce is part of e-business as specified. E-business is a structure
that includes not only those transactions that center on buying and selling
goods and services to generate revenue, but also those transactions that
support revenue generation. These activities include generating demand
for goods and services, offering sales support and customer services, or
facilitating communications between business partners.
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1.2 E-commerce Business Models

As it is mentioned in chapter-1, the ultimate goal of any-business is
to generate revenue and make a profit, similar to traditional businesses. It
is factual that the internet has improved productivity for almost all the
organizations that are using it. Nevertheless, the bottom line is that
productivity must be converted to profitability. To achieve profitability as
the final goal, different e-businesses or e-commerce sites position
themselves in different parts of the value-chain. To generate revenue, an
e-business either sells products/ services or shortens the link between the
suppliers and consumers. Many business-to-business models try to
eliminate the middleman by using theWeb to deliver products/ services
directly to their customers. By doing this they may be able to offer
cheaper products and better customer service to their customers. The end
result would be a differentiation between them and their competitors,
increased market share, and increased customer loyalty. Products sold by
e-businesses could be either traditional products, such as books and
clothing, or digital products, such as songs, computer software, or
electronic goods.
E-commerce models are either an extension or revision of traditional
business models, such as advertising model, or a new type of business
model that is suitable for the Web implementation, such as info-mediary.
Merchant, brokerage, advertising, mixed, info-mediary, subscription are
the most popular e-commerce models.
1.3 types of E-commerce

The several types of e-commercein use today are classified based
on the nature of transactions: business-to-consumer (B2C), business-tobusiness (B2B), consumer to-consumer, and organizational (intrabusiness).
BUSINESS-TO- CONSUMER E-COMMERCE
In B2C e-commerce, businesses sell directly a diverse group of
products and services to customers.in addition to pure b2c e-commerce
players such as Amazon.com, flipkart.com and other traditional business
have entered the virtual marketplace by establishing comprehensive web
sites and virtual storefronts. Walmart is the best example for very active
in B2C e-commerce.
BUSINESS-TO-BUSINESS E-COMMERCE
Business-to-business e-commerce holds electronic transaction
between businesses. The internet and reliance of all businesses upon other
companies for suppliers, utilizes, and services has enhanced the
popularity of B2B e-commerce and made B2B the fastestgrowing
segment within the e-commerce environment. In recent years extranets
(more
than
one
intranet)
have
been
effectively
used
for
B2Boperations.Oracle,SAP,Commerce one are some of major vendors of

e-commerce and B2B solutions.
CONSUMER-TO-CONSUMER E-COMMERCE
Using C2C e-commerce, consumers sell directly to other consumer
using the internet and, technologies. Individuals sell a wide variety of
services/products on the web or through auction sites such as quikrr.com,
olx.com through classified ads or by advertising.
1.4 What is E-commerce?
By E-commerce, we mean the use of the global internet for
purchase and sale of goods, services, including service and support after
sale.
E-business is the conduct of business on the Internet, not only
buying and selling but also servicing customers and collaborating with
business partners.
1.5Different definitions of E-commerce.
1. Trees and Stewart define, E-commerce as the use of the global
internet for purchase and sale of goods and services, including
service and support after the sale. The internet may be an efficient
mechanism for advertising and distributing product information,
but our focus is on enabling complete business transaction.
2. Zwass defines e-commerce as the sharing of business
information, maintaining business relationships, and the
conducting
business
transaction
by
means
of
telecommunications networks

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1.6 The scope of Electronic commerce

Electronic Commerce encompasses one or more of the following:
EDI
EDI on the internet
E-mail on the internet
Shopping on the World Wide Web

Product sales and services on the Web
Electronic banking or funds transfer
Outsourced customer and employee care operations
Electronic commerce:
-Automates the conduct of business among enterprises, their
customers, suppliers and employees anytime, anywhere.
-Creates interdependencies between your companys value chain

and those of your suppliers and customers. Your company can
create competitive advantage by optimizing and re-engineering
those value chain links to the outside.
1.7 Characteristics of Electronic Commerce
The tools are electronic but the application is commerce.

-commerce is not accounting or decision support or any other
internally focuses function.

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-Commerce is externally focused on those with whom you do

business.
-Commerce is doing business, not reporting on it or sending
messages about it.
Special characteristics of electronic commerce and Web commerce:
-information exchanged and processed by a communication
-most transaction are processed automatically.
-pulls together a gamult of business support services, such

as -inter-organizational e-mail, on-line directories
-trading support systems for commodies
-products, and customized products
-custom-built goods and services
-ordering and logistic support system supports
1.8Benefits of Internet commerce

Marketing benefits:
-Improved market analysis and customer analysis.

-Low-cost advertising
-Easy to create and maintain customer o client database
Customer benefits:
-Wide-scale information dissemination
-Wide selection of goods products and goods at low price
-Save shopping time and money
-Fast services and delivery.
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Business benefits:
-Reduced costs to buyers from increased competition online. -Reduced costs to suppliers by on-line auction.
-Reduced errors,time and overhead costs information
processing. -Reduced inventories, and warehouse.
-Increased access to real-time inventory information speed-up
ordering and purchasing processing time.
-Easier enter into new markets in an efficient way.
-Easily create new markets and get new customers.
-Automated business processing.
-Cost effective document transfer.
-Reduced time to complete business transactions, speed-up the
delivery time.
-Reduced business overhead and enhance business management.
1.9 LIMITATIONS OF E-COMMERCE

LIMITATIONS OF E-COMMERCE TO CONSUMERS
Computing equipment is needed for individuals to participate in the

new digital economy. This means an initial capital cost to
customers.
A basic technical knowledge is required of both computing
equipment and navigation of the internet and the World Wide Web.
Cost of access to the internet, whatever dial-up or broadband

tariffs.

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Cost of computing equipment, not just the initial cost of buying

equipment but making sure that the technology is updated regularly
to be compatible with the changing requirement of the

internet websites and applications.
Lack of security and privacy of personal data. There is no real

control of data that is collected over the web or internet. Data
protection laws are not universal and so websites hosted in

different countries may or may not have laws which protect
privacy of personal data.
Physical contact and relationship are replaced by electronic

processes. Customers are unable to touch and feel goods being sold
on-line or gauge voices and reactions of human beings.
A lack of trust because they are interacting with faceless

computers.
LIMITATIONS OF E-COMMERCE TO SOCIETY

Breakdown in human interaction. As people become more used to
interacting electronically these could be an erosion of personal and social
skills which might eventually be detrimental to the world we live in
where people are more comfortable interacting with a screen than face to
face.
Social division, there is a potential danger that there will be an increase
in the social divide between technical haves and have nots- so people
who do not have technical skills become unable to secure better. Paid

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jobs and could form an underclass with potentially dangerous

implications for social stability.
Wasted resources. As new technology quickly how do you dispose
of all the old computers, knowledge, monitors, speakers and other
hardware or software?
Facilitates Just in time manufacturing. This could potentially
cripple an economy in times of crisis as stocks are kept to a minimum and
delivery patterns are based of pre-set levels of stock which last for days
rather than weeks.
Difficulty on policy the internet, which means that numerous
crimes can be perpetrated and often go undetected. There is also an
unpleasant rise in the availability and access of obscene material and ease
with which pedophiles and others can entrap children by masquerading in
chat norms.

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CHAPTER-02
DESING OF THE STUDY
2.1 TITLE OF THE STUDY
The customer satisfaction towards Flipkart.com-A study in
Bangalore.
2.2 STATEMENT OF PROBLEM:

The customer satisfaction towards Flipkart.com-A study in
Bangalore.
Many people do not access to a particular brand loyalty towards
purchasing. They keep on changing, to search for a change according to
the trends and fashion, so this project is one of the criteria to find out the
satisfaction that they get from online trading, specifically a brand called
FLIPKART
It is the case study which expose that for what extend the Flipkart
brand is familiar, whether the people are liking the flipkart brand why,
how, what aspects is studied in this case to know how the services
provided by flipkart is attracted by the people, is the important study.
So finally the problem is in meeting the requirements of people
involved and belonging to different profiles, and satisfaction of the
customer towards flipkart.
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2.3 OBJECTIVES OF THE STUDY

1. To find out the mode by which the customer became aware of
flipkart.com.
2. To reveal the satisfaction level of the customer.
3. To improve the services provided by the company for motivating
the customer.
4. To analyze the customer perception regarding the price of the products
5. To provide constructive suggestions based on the finding for
further improvement.
2.4 THE SCOPE OF THE STUDY

1. Finding out the strength and weakness of attributed of the
FLIPKART TEAM where it can correct its faulty facts.
2. Finding the number of future purchase.
3. Finding the customer satisfaction level at flipkart services.
4. Finding the position of the NETWORK among the competitors.
2.5 REVIEW OF LITERATURE

The literature regarding origin of the organization and organization
growth and development was reviewed from,
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Literature available in books.

Literature available in reports of company.
Companies past records and journals and website.
2.6METHODOLOGY OF STUDY
2.6.1 Sample procedure for the project work
The sampling method used is convenience sampling, a category
of non-profanity sampling since the respondents were chosen by me and
were not provided by the company. The area of sampling is in Bangalore
City.
2.6.2 Sample size for project work
It is impossible to collect the response from from the total
population due to limitation of time. The total sample size taken for
survey is 50 respondents.
2.7 Data analysis:

Processing and analysis of data have been done by means of Printed
questionnaire.
Data was analyzed using a statistical technique which include
Percentage analysis.
Bar diagrams and pie charts.
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2.8RESEARCH INSTRUMENTS
(a) Questionnaire
(b) Personal interview
2.9METHOD OF DATA COLLECTION

1. Primary data:
Directly collected by the respondents is known as primary data this is
done
by administering questionnaires from the respondents.
2. Secondary data:
Secondary data was collected from various sources like reference
books services management, customer satisfaction and the like.
2.10 Sources of data collection

Primary source:
Primary source are original source, which are collected directly
from the respondents this information is collected through
questionnaire.

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Secondary source:
Secondary data are those containing data which have been already
collected are compiled for another purpose. This source consists of
readily available information and already compiled statistical statement
whose data may be used by the researchers for their study.
The secondary data source includes annual reports, journals and
Manuals.
2.11 LIMITATIONS OF THE STUDY
The data was collected only from 50 respondents. Their feeling and
views are portrayed in a statistical and graphical manner. This itself
can be a limitation.
The duration for the survey was very less.
Many of the respondents neglected to answer some questions and

the information provided by them are very less and vague.
2.12 CHAPTER SCHEME

Chapter-1:
This chapter includes an introduction to the general information,
introduction to e-commerce.
Chapter-2
Research design of the study which includes research techniques, data
collection, sampling and limitations.

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Chapter-3
Company profile which includes the nature and type of business.
Chapter-4
Analysis and Interpretation of Data.
Chapter-5
Summary of Findings, suggestions and conclusion.

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CHAPTER-3
COMPANY PROFILE
3.1 HISTORY
Flipkart was founded in 2007 by SachinBansal and BinnyBansal, both
alumni of the Indian Institute of Technology Delhi. They had been
working for Amazon. Com previously. During its initial years, Flipkart
focused only on the books, and soon as it expanded, it started offering
other products like electronic goods, Air conditioners, Air coolers,
Stationary supplies and life style products and e-books. The first product
sold by them was the book, Leaving Microsoft to Change the World,
bought by VVK.Chandra from Andhra Pradesh. Flipkart now employs
more than 4,500 people, and is ranked among the top 20 Indian websites.
Flipkart also allows other payment methods Credit or Debit card
transactions, net banking, e-gift voucher and Card Swipe on Delivery.
The company head quarter is located at Koramangala, Bangalore.

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3.2 SERVICE PROFILE

Not like any when an order is placed they get the product. The
products are all there in the godown. When you order you get it after
specified number of days,strictly abide by never promise something that
you do not have.
Flipkart is seen delivering through their own delivery boys in Bangalore,

and at times within 12 hours from the order.
Kolkata, Pune, Noida, Mumbai, Hyderabad, Delhi, Chennai,
Bangalore flipkart has offices, warehouse and customer service centre
across India.
And automatic redirection to banking site, cash on delivery payments.

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3.3 SALES TURNOVER

Flipkart sells nearly 20 products per minute. The sales turnovers for past
year are tabled as below:
SALES in million.
YEAR
Rs.40
2008-2009
Rs.200
2009-2010
Rs.750
2010-2011
Now the company is aiming at generating revenue of Rs.50 billion by

2015.
3.4 AWARDS AND RECOGNITIONS

Co-Founder SachinBansal, got ENTREPRENEUR of the year
Award in 2012-2013 from Economic Times.
Flipkart .com was awarded Young Turk of the year at CNBC TV
18s Indian Business Leader Awards 2012 (IBLA).
Flipkart.com got Nominated for India MART Leaders of
Tomorrow Awards 2011.

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Flipkart.com, secured second position in the list of Cheapest Mobile

Store 2013, complied by Indian e-commerce observer Zoutons.com.
3.5 COMPETITORS
The company has facing a severe competition in the online market.
The companys major competitor is Amazon(jungle.com)

The Inkfruit.com
Jabong.com and
Mytra.com.
This company competes on an average percentage level of 84%,

8%, 4%, and 4%.

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CHAPTER-4
DATA ANALYSIS AND INTERPRETATION
TABLE NO.1
Table 4.1 showing the age group of the respondents
Particulars
No. of respondents
Percentage
20-30
20
40%
30-40
14
28%
40-50
10
20%
50 and above
06
12%
Total
50
100%
(Source: primary data)

ANALYSIS:
The above table shows that 40% of the respondents are belonged to the
age group of 20-30, 28% of the respondents are of the age group of 3040, 20% of the respondents are in 40-50 age groups, and 12% of the
respondents are in 50 and above age group.

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GRA PH NO.1
Figure 4.1 chart showing the age group of the respondents.
INFERENCE:
Majority of the respondents are belonged to the age group of 20-30.

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TABLE NO.02
Table 4.02 showing the qualification of the respondents.
Particulars
No. of respondents
Percentage
SSLC
06
12%
PUC
05
Graduate
15
Post graduate
09
Professionals
10
Others
05
10%
Total
50
100%
10%
30%
18%
20%

ANALYSIS:
From the above it shows that 30% of the respondents graduates, 12% of
respondents are SSLC, 10% of the respondents belonged to PUC, 18% of
the respondents are post graduates,20% of them are professionals,10% of
them are belonged to other group.

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GRAPH NO.02
Figure 4.02 chart showing the qualification of the respondents.
INFERENCE:
Hence it can be inferred that majority of them is graduates.

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TABLE NO.03
Table 4.03 showing occupation of the respondents.

Particulars
No. of respondents
Percentage
Business
12
24%
Government employee
4%
House wife
28
56%
Professional
12%
Others
4%
Total
50
100%
(Source:primary data)
ANALYSIS:
The above table it is clear that 24% of the respondents comes under
business,4% of respondents comes under govt.employee,56% of the
respondents comes under homemakers,12% of the respondents comes
under professional and 4% of them comes under others category.

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GRAPH NO.04
Figure 4.04 chart showing the occupation of the respondents.
INFERENCE:
From the above graph it can be inferred that majority of them are
house wives 56%.

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TABLE NO.05
Table 4.05 showing monthly income of the respondents.

particulars
No. of respondents
Percentage
Below 5000
6%
5000-10000
16%
10000-15000
30
60%
15000 and above
18%
Total
50
100%

ANALYSIS:
From the above table we can conclude that 6% of customers income is
below 5000,16% of the customer income is between 5000-10000, 60% of
customer comes under 10000-15000,18% of customer scores 15000 and
above.

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GRAPH NO.05
Figure 4.05 chart showing monthly income of the respondents
INFERENCE:
Hence it can be inferred that majority of respondents monthly
income is 10000-15000.

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TABLE NO.06
Table 4.06 Table showing the belief towards online trade.
Particulars
No. of respondents
Percentage
Not at all
18
36%
Kind of, but I keep
22
44%
I am confident enough
14%
I am fully confident
6%
Total
50
100%
being careful
(Source: primary
data) ANALYSIS:
The above table shows that 36% of the respondents are disagree that
the online trade can be trusted, 44% the respondents are interested in
online trading and kind of, but they are careful in while purchasing

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GRAPH NO.O6
Figure 4.2 chart showing the belief regarding online trade.
INFERENCE:
Thus it is inferred that majority of the customers are having faith in
trading online, without any confusion.

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TABLE NO: 07
Table no 4.07 table showing the interest of the respondents in an online

purchase.
particulars
No of respondents
percentage
Yes on a few websites
30
60%
No
20
40%
Total
50
100%
ANALYSIS:
The above table shows that 60% of the respondents are having
purchasing interest in an online purchase. And 40% of them are not.

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GRAPH NO.07
Figure 4.07 chart showing the interest of the respondents in an
online purchasing.
INFERENCE:
The majority of the respondents are showing interest in an online
purchasing.

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TABLE N0.08
Table 4.08 showing the purchasing frequency in an e-commerce.
particulars
No of respondents
percentage
More than once a
18%
week
Once every two week 16
32%
Once a month
14
28%
Once a year
11
22%
Total
50
100%

ANALYSIS:
The above table shows that 18% of the respondents will buy the goods
online in online market for more than once a week,32% of the them buy
once every two weeks, 28% will purchase once in a month and remaining
22% will purchase once a year.

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GRAPH NO. 08
Figure 4.08 chart showing purchasing frequency.
INFERENCE:
It can be inferred that majority of the respondents purchase once
every two weeks.

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TABLE NO.09
Table no.4.09 showing websites used by respondents to purchase
goods/services.
particulars
No of respondents
percentage
Amazon
18%
Flipkart
32
64%
Mythra
16%
Naaptol
2%
Total
50
100%

ANALYSIS:
The above table shows that 64% of the customers will use
FLIPKART.com,18% of them will use Amazon.com,16% of them will
use Mythra.com, 2% of them will use Naaptol.com.

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GRAPH NO.09
Figure 4.09 chart showing websites used by respondents to
purchase online.
INFERENCE:
Hence it can be inferred that majority of the respondents are
chosenflipkart the most, because of the quality of the service is
considered to be good.

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TABLE NO.10
Table no.4.10 showing reasons for internet shopping.
particulars
No of respondents
percentage
Save time
28
56%
Save money
4%
More relaxing
12
24%
12%
More efficient
4%
Total
50
100%
shopping
Much easier
shopping

ANALYSIS:
It shows that 56% of the customers are using internet shopping method
because it saves time, 4% of them using because it save money, 24% of
them using because it the more relaxing way of buying, 12% of them
are using because it is much easier than the regular activities,4% of
them agrees that it is more efficient.

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GRAPH NO.10
Figure 4.10 chart showing the reasons for internet shopping.
INFERENCE:
Hence it can be inferred that majority of the respondents tell the reason
for internet shopping is to save the time, to save money, energy and so on
and so forth.

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TABLE NO.11
Table no. 4.11 showing the price comparison between websites, prior to
purchase.
particulars
No of respondents
percentage
Yes
43
86%
No
14%
Total
50
100%

ANALYSIS:
The above table shows that 86% of the respondents are comparing prices
between websites, to find out the variance in the price, remaining 14% of
them not.

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GRAPH NO.11
Figure 4.11 chart showing price comparison between websites prior to
purchase.
INFERENCE:
From the above we can conclude that 86% of the customers are
comparing price between websites before purchase.

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TABLE NO.12
Table 4.12 showing the respondents focus while trading.
particulars
No of respondents
percentage
Quality
31
62%
Service
4%
Brand name
16%
Low price
18%
Total
50
100%

ANALYSIS:
The above table shows that 62% of the respondents are caring
about the quality,4% of them agree for the quality,16% of them agree to
the brand name, 18% of them agree because of the low price.

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GRAPH NO.12
Figure 4.12 chart showing interest of the respondents while purchasing.
INFERENCE:
Hence it can be inferred that interest shown by the respondents
is at the quality of the product.

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TABLE NO.13
Table 4.13 table showing the kind of goods purchased.
particulars
No of respondents
percentage
Electronic goods
19
38%
Toys
Wardrobes
13
26%
Accessories
4%
Travel booking
18%
Total
50
100%
14%
ANALYSIS:
The above table shows that 38% of the respondents are purchasing
electronic goods,14% of them purchasing toys, 26% of them still
purchasing wardrobes,4% of them agrees to purchase accessories they are
using this method, 18% of them agrees that they for travel booking.

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GRAPH NO.13
Figure 4.13chart showing the kind of goods purchased.
INFERENCE:
Hence it can be inferred that majority of them agree to that to
purchase electronic goods they using online trading.

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TABLE NO.14
Table no.4.14 showing respondents affordances to flipkart brand.
particulars
No of respondents
percentage
Yes
38
76%
No
12
24%
Total
50
100%

ANALYSIS:
From the above table it can conclude that 76% of the customers
are affordable to the flipkart brand. And 24% of them are not affordable
to it.

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GRAPH NO.14
Figure 4.14 chart showing respondents opinion about the brand.
INFERENCE:
Hence it can be inferred that majority of the respondents is
accessing towards flipkart brand. Rest of them that is 38% of the
respondents is not able to access.

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TABLE NO.15
Table no.4.15customers opinion about flipkart online services.
particulars
No of respondents
percentage
High
29
58%
Medium
18
36%
Low
6%
Total
50
100%

ANALYSIS:
From the above table it can be analyzed 58% of respondents agree to
online services provided by flipkart is highly satisfying, 36% of the
respondents agree that online services provided is medium satisfying, 6%
of them disagree or says it is low.

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GRAPH NO.15
Figure 4.15 chart showing customers opinion about flipkart
online services.
INFERENCE :
Hence it can be inferred that majority of respondents are
accessing to flipkart brand.

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TABLE NO.16
Table no.4.16 showing respondents opinion about the statement flipkart
provides a good status.
particulars
No of respondents
percentage
Agree
16%
Strongly agree
20
40%
Disagree
18%
Strongly disagree
13
26%
Total
50
100%
(Source :primary data)
ANALYSIS:
The table shows that 40% of the respondents are strongly agree that
by accessing to flipkart, it provides a good status.

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GRAPH NO.16
Figure 4.16 chart showing respondents opinion about the statement
flipkart provides a good status.
INFERENCE:
From the above graph it can be inferred that majority of the
respondents are agrees to the above statement .

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TABLE NO.17
Table no.4.17 showing changes in the customer satisfaction section.
particulars
No of respondents
percentage
Yes
32
64%
No
18
32%
Total
50
100%
ANALYSIS:
The above table shows that 64% of the respondents expecting
the changes in customer satisfaction section, 32% of the respondents are
not expecting any changes in customer satisfaction section.

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GRAPH NO.17
Figure 4.17 chart showing changes in the customer satisfaction section.
INFERENCE:
It can be inferred that majority of the respondents expecting a
change in the customer satisfaction section.

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TABLE NO.18
Table showing the benefits from flipkart.
particulars
No of respondents
percentage
Yes
42
84%
No
16%
Total
50
100%
ANALYSIS:
The above table shows that one of he benefit from flipkart that is 24/7
accessing helps them a lot. And 84% of them are agrees to that.
Remaining 16% are not.

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GRAPH NO.18
Figure 4.18 chart showing benefits from flipkart.
INFERENCE:
Hence it can be inferred that majority of the respondents are
strongly agrees that it is the best service provided by them.

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TABLE NO.19
Table showing the satisfaction of the respondents towards flipkart.
particulars
No of respondents
percentage
Excellent
11
22%
Good
32
Very good
14%
Total
50
100%
64%

ANALYSIS:
From the above table it can concluded that 22% of the respondents
agrees that it is considered to be excellent.64% of them showing it is
good and 14% of them agrees that it is very good.

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GRAPH NO.19
Figure 4.19 chart showing the satisfaction section of the

respondents towards flipkart.
INFERENCE:
Hence it can be inferred that majority of the respondents agrees
that the satisfaction that they getting from flipkart is good,

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Page 58
CHAPTER 5
SUMMARY OF FINDINGS, CONCLUTIONS
AND SUGGESTIONS
A.SUMMARY OF FINDINGS
General findings
1. Majority of the respondents belongs to age group of 20-30
2. Majority of the respondents qualification is graduate.
3. Majority of the respondents occupation is business.
4. Majority of the respondents monthly income is between 10000-15000.

Page 59
Special findings
1. Majority of the respondents using flipkart services.
2. Most of the respondents purchase goods once in every two weeks.
3. Most of the respondents showing interest in online purchase.
4. Majority of the respondentschoosenflipkart because of the
quality of the service is considered as good.
5. Most of the respondents feeling highly satisfying using flipkart.
6. Majority of the respondents willing to the change customer
satisfaction section in flipkart.
7. Majority of the respondents are attention on flipkart.
8. Most of the respondents using e-commerce to buy electronic
goods the most.
9. Majority of the respondents are comparing the prices
between the websites Prior to purchase.
10.Most of the respondents are using e-commerce because it saves
the time and money.

Page 60
B.CONCLUSIONS:
At present customer satisfaction section adopted by flipkart is
one of the best approaches. It creates good feeling among customer. In
Karnataka we have different people. They have different ideas, opinions
regarding to trading. This E-COMMERCE is reaching even to the rural
people in an effective way.
Some people like good offers, services or after sales services, with low
price the company keep in mind and obey to customers needs. Then only
the company survives.
After studying in detail about the customer satisfaction towards

flipkart.com A study in Bangalore. I arrival to the conclusions that the
company has to give importance not only to its urban customers but also
its rural customer, company needs to fulfill the rural customers needs
and desires.

Page 61
C. TECHNICAL SUGGESTIONS
1.In flipkart brand new schemes and offers has to be introduced by
following customer convenience.
2. During online purchase the customers information has to maintain
in secrecy to retain the customer.
3. The customers have to be protected from cyber hackers.
4. The have to keep in mind after sales service process.
5. FLIPKART should be released with new attractive advertisements
in Television.

Page 62
COMMERCIAL SUGGESTIONS:
1. The company has to focus a demand for a particular product and
meanwhile the stock should be in warehouse.
2. FLIPKART should advertise their new launches in Television,
media to create awareness and attract some more consumers.
3. And also company should give more important to youngsters or
these strata people has focused, to increase its revenue.
3. The waiting period for the delivery of the services should be reduced.
4. More authorized service station should be opened in city limits.

Page 63

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CUSTOMER SATISFACTION TOWARDS FLIPKART

MAHARANIS ARTS, COMMERCE AND MANAGEMENT COLLEGE FOR WOMEN

CUSTOMER SATISFACTION TOWARDS FLIPKART

CUSTOMER SATISFACTION TOWARDS FLIPKART

1.2 E-commerce Business Models

1.3 types of E-commerce

B2Boperations.Oracle,SAP,Commerce one are some of major vendors of

CUSTOMER SATISFACTION TOWARDS FLIPKART

MAHARANIS ARTS, COMMERCE AND MANAGEMENT COLLEGE FOR WOMEN

CUSTOMER SATISFACTION TOWARDS FLIPKART

1.6 The scope of Electronic commerce

Shopping on the World Wide Web

-Creates interdependencies between your companys value chain

The tools are electronic but the application is commerce.

MAHARANIS ARTS, COMMERCE AND MANAGEMENT COLLEGE FOR WOMEN

CUSTOMER SATISFACTION TOWARDS FLIPKART

-Commerce is externally focused on those with whom you do

-pulls together a gamult of business support services, such

-ordering and logistic support system supports

1.8Benefits of Internet commerce

-Improved market analysis and customer analysis.

CUSTOMER SATISFACTION TOWARDS FLIPKART

1.9 LIMITATIONS OF E-COMMERCE

Computing equipment is needed for individuals to participate in the

Cost of access to the internet, whatever dial-up or broadband

MAHARANIS ARTS, COMMERCE AND MANAGEMENT COLLEGE FOR WOMEN

CUSTOMER SATISFACTION TOWARDS FLIPKART

Cost of computing equipment, not just the initial cost of buying

to be compatible with the changing requirement of the

Lack of security and privacy of personal data. There is no real

protection laws are not universal and so websites hosted in

Physical contact and relationship are replaced by electronic

on-line or gauge voices and reactions of human beings.

A lack of trust because they are interacting with faceless

LIMITATIONS OF E-COMMERCE TO SOCIETY

MAHARANIS ARTS, COMMERCE AND MANAGEMENT COLLEGE FOR WOMEN

CUSTOMER SATISFACTION TOWARDS FLIPKART

jobs and could form an underclass with potentially dangerous

MAHARANIS ARTS, COMMERCE AND MANAGEMENT COLLEGE FOR WOMEN

CUSTOMER SATISFACTION TOWARDS FLIPKART

2.2 STATEMENT OF PROBLEM:

CUSTOMER SATISFACTION TOWARDS FLIPKART

2.3 OBJECTIVES OF THE STUDY

2.4 THE SCOPE OF THE STUDY

2.5 REVIEW OF LITERATURE

CUSTOMER SATISFACTION TOWARDS FLIPKART

Literature available in books.

2.7 Data analysis:

MAHARANIS ARTS, COMMERCE AND MANAGEMENT COLLEGE FOR WOMEN

CUSTOMER SATISFACTION TOWARDS FLIPKART

2.9METHOD OF DATA COLLECTION

2.10 Sources of data collection

MAHARANIS ARTS, COMMERCE AND MANAGEMENT COLLEGE FOR WOMEN

CUSTOMER SATISFACTION TOWARDS FLIPKART

Many of the respondents neglected to answer some questions and

2.12 CHAPTER SCHEME

MAHARANIS ARTS, COMMERCE AND MANAGEMENT COLLEGE FOR WOMEN

CUSTOMER SATISFACTION TOWARDS FLIPKART

MAHARANIS ARTS, COMMERCE AND MANAGEMENT COLLEGE FOR WOMEN

CUSTOMER SATISFACTION TOWARDS FLIPKART

MAHARANIS ARTS, COMMERCE AND MANAGEMENT COLLEGE FOR WOMEN

CUSTOMER SATISFACTION TOWARDS FLIPKART

MAHARANIS ARTS, COMMERCE AND MANAGEMENT COLLEGE FOR WOMEN