amazon & flipkart comparative study between amazon and flipkart Research Report

Comparative study between Amazon andFlipkart
RITEE INSTITUTE RAIPUR Page 1
A
Research Report
ON
“Comparative study between Amazon and Flipkart”
Submitted for partial fulfillment of requirement for the award of degree
Master of Business Administration
OF
CHHATTISGARH SWAMI VIVEKANAND TECHNICAL UNIVERSITY BHILAI
(C.G)
Under the Guidance of
Dr. Dipti Baghel
Asst. Professor
Submitted by
Ashish Verma
MBA 2nd
Semester
R.no. 501207616008
Subject Code: 576221(76)
FACULTY OF MANAGEMENT

DECLARATION
I the undersigned solemnly declare that the report of the project work entitled “Comparative
study between Amazon and Flipkart”, is based my own work carried out during the course of my
study under the supervision of Mr. Suresh Patnayak.
I assert that the statements made and conclusions drawn are an outcome of the project work. I
further declare that to the best of my knowledge and belief that the project report does not
contain any part of any work which has been submitted for the award of any other
degree/diploma/certificate in this University or any other University.
___________________
(Signature of the Candidate)
Ashish Verma
Enrollment No: AE8461
Roll No.:501207616008

CERTIFICATE BY GUIDE
This to certify that the report of the project submitted is the outcome of the project work
entitled “Comparative study between Amazon and Flipkart” carried out by Ashish Verma
bearing Roll No.:501207616008 & Enrollment No.: AE8461 Carried by under my guidance and
supervision for the award of Degree in Master of Business Administration of Chhattisgarh
Swami Vivekananda Technical University, Bhilai (C.G), and India.
To the best of the my knowledge the report
i) Embodies the work of the candidate him/herself,
ii) Has duly been completed,
iii) Is up to the desired standard for the purpose of which is submitted.
_______________________
(Signature of the Guide)
Name: Dr. Dipti Baghel
Designation: Asst. professor

CERTIFICATE BY THE EXAMINERS
This is to certify that the project entitled “comparative study between Amazon and
Flipkart” Submitted by Ashish Verma, Roll No-501207616008 Enrollment No-AE8461
Has been examined by the undersigned as a part of the examination for the award of
Master of Business Administration degree of Chhattisgarh Swami Technical University,
Bhilai(C.G.).
________________ __________________
_______________ __________________
Name & Signature of Name & Signature of
Internal Examiner External Examiner
Date: Date:

ACKNOWLEDGEMENT
“SUCCESS IS A STORY AND FAILURE IS LEARNING” for this inspirational though and
for direction my endeavors toward the successful completion of the report. I express my hearty
gratitude towards Dr. Dipti Baghel for her guidance.
Finally I express my sincere thanks to my parents and almighty who have always blessed me
with their love and affection. At last, but not the least, my friend who provided me with all their
valuable time and opinion regarding my report for its successful completion.
Date: Ashish Verma
Place: (MBA 2nd sem)

Table of Contents
Contents Page No
Declaration by the student (i)
Certificate from the supervisor/Company (ii)
certificate by the examiners (iii)
Acknowledgements (iv)
Chapter 1. Introduction to the study 2
Chapter 2. Company Profile/ Industry
Profile
2.1 Flipkart
2.2 Amazon
3
4-5
6-7
Chapter 3. Literature Review
3.1 Related to the work done in
your study
8
9-10
Chapter 4. Research Methodology
4.1 Objectives
4.2 Research Design
4.3 Data Collection
11
12
12
12-13
Chapter 5. Data Tabulation , Analysis
and Results
5.1 Type of Analysis used and Why
5.2 Results of the Analysis
14
15-21
22-25
Chapter 6. Findings of the Study 26-27
Chapter 7. Recommendations 28-29
Chapter 8. Limitations 30-31
Chapter 9. Conclusions 32-33
References 35-36
Appendices
I Questionnaire
II Any other appendix
37
38
40

CHAPTER 1
INTRODUCTION

Introduction
Ever since internet has been introduced to the world, it has made a huge impact on people;
business is one of such example where internet has made the difference. In July 1995
Amazon.com started selling books online and the response they received was unexpected as in
short time span books sold online in all 50 states of USA and 45 countries. Amazon presently
offers music, movies, toys; electronics and home equipment, there are seven different
international websites of Amazon with distributed customer service centers in seven countries
and over 17,000 people work in Amazon worldwide. Today there are over 100 popular e-
commerce websites are providing online services worldwide. An e-commerce opens the global
market to the customer, it helps the customer by providing huge options while buying a product
or a service, the online searching and comparing facilities enables customer to select right
product or service, another major advantage of e-commerce is that it is 24x7 available to the
customer the customer can shop almost anything within his/hers comfort zone just by sitting at
home, office, during travel or almost from any place at any time.
E-commerce is trading of services and products with the help of internet. E-commerce
introduced in the end of 70s and became popular during the 90s in western countries like USA
and UK. E-commerce introduced new possibilities in trading and attracted attention of many
traders.
Figure I showing the different phases in the online shopping process
E-commerce offers products and services through websites, a customer simply has to visit an e-
commerce website and browse various offering through browser catalog, a customer can select
multiple offerings and can add them to the shopping cart, once the shopping is done the customer
can checkout and proceed to payment section where various online payment options are
available like internet banking, credit card, debit card etc. Once payment is done the customer is
notified about the order and order is shipped on the postal address provided by the customer.

CHAPTER 2
COMPANY PROFILE

2. COMPANY PROFILE
2.1Flipkart:
2.1.1 History and growth of Flipkart
It is an e-Commerce company founded in the year 2007, by Mr. Sachin Bansal and Binny
Bansal both alumni of the Indian Institute of Technology, Delhi. They had been working for
Amazon.com previously. It operates exclusively in India, where it is headquartered in
Bangalore, Karnataka. It is registered in Singapore, and owned by a Singapore based holding
company. 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.
Flipkart is currently a 10,000 member strong team, with 3000 sellers on its platform and
delivering 5 million shipments per month. It made its presence felt in online retailing by offering
path breaking services like Cash on Delivery (COD), 30 Day replacement Guarantee, EMI
options, Flipkart mobile app, etc.
2.1.2 EXCLUSIVE PRODUCTS
Motorola mobility, previously owned by google but then sold to lenovo, in an exclusive tie up
with Flipkart launched its budget smart phone moto gin India on 5 february 2014 more
than20,000 units were sold within hours of launch on Flipkart after this Flipkart was looking for
along term tie up with motorola mobility. They also launched their android smart

phone, the motox, on 19 march 2014. Flipkart later sold the moto e, cheaper than moto g, from
13 may 2014. The sale of high-end smart phone 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 preceded on pre-
registration mode where more than 150,000 buyers booked for the 5 august 2014 sale. This got
sold off in less than 2seconds. 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 xiaomiredmi
1s budget android smart phone 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 notein India exclusively through Flipkart; 50,000
units sold in 6seconds on 2 december 2014. In july 2014 Flipkart launched its own set of tablet,
mobile phones& tablet. The first among these series of tablet phones was digiflip pro xt 712
tablet. In july2014 Flipkart launched its first networking router, under its own brand name named
digiflipwr001 300 mbit/s wireless n routers. 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.
2.1.3 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 India mart leaders of tomorrow awards
2011.
2.1.4 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.
Flute, 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.
2.1.5 Marketing strategy
Flipkart has been mostly used marketed by word of mouth. Customer satisfaction has been their
best market medium. Flipkart very wisely used SEO (Search Engine Optimization)& Google
Ad-words as the marketing tools to have a far reach in the online world. All in all to create a
great customer experience. Kids were used to create the adverts to send out the message -if a kid
can do it, we can also do it.
2.1.6 Brand Awareness
Brand Awareness is key success factor in the market. Flipkart is the industry leading with 80%
market share having a very high Brand Awareness and lowest price.
2.1.7 Brand loyalty
Excellent user experience on the e-commerce website in term of usability speed clarity will
enhance the loyalty of existing customer and move a step ahead of brand awareness towards
customer retention.

2.2 Amazon:
2.2.1 History and Growth of Amazon
Amazon.com, founded by Jeff Bezos in 1994, is an American electronic commerce company
with headquarters in Seattle, Washington. Jeff Bezos incorporated the company as “Cadabra”
on July 5, 1994, and the site went online as Amazon.com in 1995. Bezos changed the name
cadabra.com to amazon.com because it sounded too much like cadaver. Additionally, a name
beginning with “A” was preferential due to the probability it would occur at the top of any list
that was alphabetized. It 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.
2.2.2 EXCLUSIVE PRODUCTS
The Amazon kindle is a series of readers designed and marketed byAmazon.com. Amazon
kindle devices enable users to browse, buy, downloadand read e-
books, newspapers, magazine sand 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 one plus 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.
2.2.3 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 com score data, at 30 million visitors. Amazon active customers have gone up
230 per cent year on year. The awards were conferred at e-tailing 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.
2.2.4 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.

CHAPTER 3
LITRATURE REVIEW

3. Literature review
Martin Dodges (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.
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.
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.”

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.
Dr. Sudha S (2015), Innovation brings with itself a new set of challenges. The E-Retailing
form of market was fairly something unheard of to the Indian consumer in 2007. Flipkart
which has carved a niche for itself in terms of market share, goodwill and popularity in the
online market to the extent that retailers are coming under threat because of its discounts and
smooth operations. The ascent of Flipkart to capture the online market in India in just four
years, the strategies implemented by it to create online business ,its ability to stand out
among numerous E-Retail sites. This case study aims to understand the marketing strategy,
brand awareness, SWOT analysis, functioning of Flipkart. It aims to predict the future
roadmap and also aims to find significant threats to Flipkart in the near future.
Pooja Gupta (2015), The study tries to recognize that, how consumer measure channels for
their purchasing. Specifically, it progresses a conceptual model that addresses consumer
value perception for using the internet shopping versus the traditional shopping. Earlier
study showed that perceptions of price, product quality, service quality and threat strongly
impact perceived value and purchase intents in the offline and online network. Observations
of online and offline buyers can be evaluated to see how value is constructed in both

channels. It is hitherto to recognize what factors influence online and offline shopping
choice progression. The objective of this study is to provide an impression of online
shopping decision process by comparing the offline and online decision making and
identifying the factors that motivate customers to decide whether to do online shopping or
go for the offline shopping. Consumer’s shop when and where they want, where they are
comfortable with the products and the choice of shopping. The study finds that female are
more into online shopping than male.
K Francis Sudhakar (2016), Internet became more powerful and basic tool for every
person’s need and the way people work. By integrating various online information
management tools using Internet, various innovative companies have set up systems 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.

CHAPTER 4
RESEARCH METHODOLOGY

4. RESEARCH METHODOLOGY
4.1 Objectives
 To understand and estimate the consumer perception and factors affecting their
behavior for choosing e-commerce sites.
 To understand tactics and methods those are used by e-commerce players to grab the
customers in India.
 To know how consumers are evaluating e-commerce sites for their purchases.
4.2 ResearchDesign
4.2.1 Exploratory Research
Exploratory research conducted for a problem that has not been clearly defined. Exploratory
research helps determine the best research design, data collection method and selection of
subjects. It should draw definitive conclusions only with extreme caution. Exploratory
research often relies on secondary research such as reviewing available literature and/or
data, or qualitative approaches such as informal discussions with consumers, employees,
management or competitors, and more formal approaches through in-depth interviews, focus
group sand projective methods.
4.2.2 Descriptive Research
The objective of descriptive research is to describe the characteristics of various aspects,
such as the market potential for a product/company or the demographics and attitudes of
consumers who buy the product with the help of primary data collected.
4.3 Data Collection
The goal for all data collection is to capture quality evidence that then translates to rich
data analysis and allows the building of a convincing and credible answer to questions
that have been posed.

4.3.1 Primary Data
Primary data was collected from various people and their opinion and information for the
specific purposes of study helped to run the analysis. In essence, the questions asked were
tailored to elicit the data that will help for study. The data was collected through
questionnaire to understand their experience and preference towards their loyal company.
4.3.2 Secondary Data
To make primary data collection more specific, secondary data will help to make it more
useful. It helps to improve the understanding of the problem. Secondary data was collected
from various sources such as different business websites and published papers.

CHAPTER 5
DATA TABULATION AND ANALYSIS

5. Data Tabulation, Analysis and Results
METHOD OF DATA ANALYSIS
Factor analysis was performed to determine the correlation between the variables and highly
correlated variables are combined and represented by a factor. This is to ensure data reduction,
instead of several variables they are represented by few major factors. Regression analysis, to
identify the impact of the factors identified in factor analysis (independent variables) on
customer satisfaction (dependent variable).
5.1 DEMOGRAPHICS:
Variables Measuring Group Frequency Percentage
Age <25
25-35
>35
Total
35
25
10
70
50.0
35.7
14.3
100
Gender Male
Female
Total
28
42
70
40
60
100
TABLE 5.1 DEMOGRAPHICS OF THE RESPONDENTS
The above chart provides the empirical findings gleaned from the collected data. It provides
demographic information of the respondents and the statistical analysis of the information
collected from them. This is followed by the interpretation and discussion about our findings.
The above table shows that out of 70 respondents50 % of people are in the age group of < 25
years,35.7% of people are in the age group of 25-35 and 14.3% of people are in the group of
>35. We are having highest respondents who do online shopping are less than 25 years and
almost all those belongs to student category. At the same time 35.7% of age group 25-35 are
utilizing online shopping well. All those people are attracted to e-commerce sites which are
offering wide range of products to everywhere and also with their services. Another demographic
factor we considered is gender. Female respondents are higher than the male respondents that

who prefer online shopping. We can interpret that based upon their preferences that they are
getting different and unavailable international products online, which made easy and time
efficient.
5.2 HOW OFTEN RESPONDENTSHOP ONLINE
Valid Frequency Percent Valid
Percent
Cumulative
Frequency
Ones in a month
Once in a two month
More frequently
Very rare
Total
21
11
17
21
70
30.0
15.7
24.3
30
100.0
30.0
15.7
24.3
30
100.0
30.0
45.7
70
100
TABLE 5.2 HOW OFTEN RESPONDENT SHOP ONLINE
Interpretation: From above table we can interpret that how often respondents are doing
shopping online. It became habit of choosing online shopping instead of brick and mortar
shopping. Here 30% of respondents are so regular that they do shop online at least once in
month. That opens more ways to e-commerce people to succeed in market.
5.3 PREFERREDONLINE SITE BY RESPONDENT
Percent
Cumulative
Frequency
Flipkart
Amazon
Snapdeal
Paytm
Others
Total
29
29
6
3
3
70
41.4
41.4
8.6
4.3
4.3
100.0
41.4
41.4
8.6
4.3
4.3
100.0
41.4
82.9
91.4
95.7
100
TABLE 5.3 RESPONDENT ONLINE SITE PREFERENCE
Interpretation: From above table we can interpret that both Amazon and Flipkart were chosen
by 82.9% people equally. And rest of the e-commerce players such as Snapdeal (8.6%) and

Paytm (4.3%) are too low in the competition to reach the target of both Amazon and Flipkart.
Even though Paytm is offering huge discounts when compared to its competitors.
5.4 RESPONDENT PAYMENT METHOD
Percent
Cumulative
Frequency
Debit card
Credit card
Cash on delivery
Total
19
07
44
70
27.1
10
62.9
100
27.1
10
62.9
100
27.1
37.1
100
TABLE 5.4 RESPONDENT PAYMENT METHOD
Interpretation: E-commerce players have to gain confidence in terms of providing security to
customer’s sensitive data. When respondent is questioned with payment method they will use
while doing online shopping, most of the respondents choose cash on delivery method which is
of 62.9%. We can analyze that cash on delivery is simple and perfect way to customer to
proceed. Even delivery boys are carrying swipe machines and made more convenient.
5.5 RESPONDENT IS MOST IMPRESSED WITH WHICH E-COMMERCE SITE
Percent
Cumulative
Frequency
Flipkart
Amazon
others
Total
28
33
9
70
40.0
47.1
12.9
100
40.0
47.1
12.9
100
40.0
80.1
100
Table 5.5 respondent’s positive towards
Interpretation: E-commerce site that is most appreciated by customers is Amazon. Amazon is
leading with 47.1% when compared to Flipkart, which is having 40% of respondent’s interest.
And rest of e-commerce sites are not even in the reach of Flipkart and Amazon. It clearly proves
that Flipkart and Amazon are leading e-commerce market in India.

5.6 RESPONDENT CHOOSING METHOD OF E-COMMERCE SITE
Percent
Cumulative
Frequency
Referred by friend
Advertisement
Online review
others
28
14
28
70
40.0
20.0
40.0
100
40.0
20.0
40.0
100
40.0
60.0
100
TABLE 5.6 RESPONDENT’S SELECTION PROCESS
Interpretation: Which is the perfect way to reach the customers? Or by what basis client is
choosing online site for shopping. According to above table respondents are choosing as per
online reviews and also equal percentage of respondents are choosing e-commerce sites based
upon their friend’s suggestions.
5.7 RESPONDENT IS MORE SATISFIED WITHWHICH SITE PRICING
Percent
Cumulative
Frequency
Flipkart
Amazon
Snapdeal
Paytm
Others
Total
24
25
7
12
2
70
34.3
35.7
10
17.1
2.9
100
34.3
35.7
10
17.1
2.9
100
34.3
70
80
97.1
100
TABLE 5.7 RESPONDENT’S SATISFIED WITH PRICING
Interpretation: Price, the most important aspect while purchasing. When an e-commerce site
can offer what we needed with reasonable price, then everyone will go after that site only. From
above table people are mostly impressed with Amazon and Flipkart with slight change. Even
though paytm is offering all the products at very low rates, people are interested in top ones.

5.8 RESPONDENT WOULD LIKE TO SUGGEST TO OTHERS
Percent
Cumulative
Frequency
Flipkart
Amazon
Snapdeal
Paytm
Others
Total
20
26
10
9
5
70
28.6
37.1
14.3
12.9
7.1
100
28.6
37.1
14.3
12.9
7.1
100
28.6
65.7
80
92.2
100
TABLE 5.8 RESPONDENTS WILL SUGGEST TO OTHERS
Interpretation: From one of our previous question we understood it that friend suggestion is
so important while purchasing online or while selecting an e-commerce site. From above table
we got our view clear based upon the respondent’s view which e-commerce site is leading in
friends suggestions. 37.1% of respondents are ready to suggest Amazon to their friends and
family. And after Amazon, Flipkart is leading in respondent’s suggestion box with 28.6%. And
rests of them are having very minimum importance and occupation in respondent’s opinion.
5.9 OCCASIONS PREFERRED BY RESPONDENT TO DO SHOPPING
Percent
Cumulative
Frequency
Festival
To gifts
Offers
Wedding
Others
Total
7
6
38
5
14
70
10
8.6
54.3
7.1
20
100
10
8.6
54.3
7.1
20
100
10
18.6
72.9
80
100
TABLE 5.9 RESPONDENTS IS INTERESTED IN BUYING PARTICULARLY

Interpretation: E-commerce sites know when to and how to capture customers. The timing of
offers in e-commerce sites is just perfect. Even though people don’t need them they will
purchase because of tempting deals in a row. More than 50% of people are doing online
shopping, when those e-commerce sites are offering so many exciting deals and offers. All the e-
commerce sites are moving their pawns competitive to each other, which lead customers in
confusion.
5.10 RESPONDENTS FACED PROBLEM WITH
Percent
Cumulative
Frequency
Delay in delivery
Product damage
Cheap quality of product
Non delivery
Other
Total
15
10
26
7
9
70
21.4
14.3
41.4
10
12.9
100
21.4
14.3
41.4
10
12.9
100
21.4
35.7
77.1
87.1
100
TABLE 5.10 RESPONDENTS TROUBLED IN PARTICULAR ISSUE
Interpretation: From product order to delivery of the product its company’s responsibility to
fulfill customer’s requirements. Customers expect what they paid for, if something happens they
will hesitate to purchase again. From above table most of the respondents (41.4%) are having
problem with the product quality and after that they are having problem with delay of product
delivery.

5.11 RESPONDENTS OPINION ON FLIPKART CUSTOMER CARE
Percent
Cumulative
Frequency
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
Total
12
33
10
9
7
70
17.1
47.1
14.3
12.9
8.6
100
17.1
47.1
14.3
12.9
8.6
100
17.1
64.3
78.6
91.4
100
TABLE 5.11 RESPONDENT OPINIONS ON FLIPKART CUSTOMER CARE
Interpretation: Respondents will choose e-commerce sites when they are fully satisfied
with their complete services. After purchase also, company have to take responsible for
customer’s requirement. Flipkart made its mark in customer’s heart. Respondents (47.1%)
of them are happy with the Flipkart customer support. This is actually a better result to
Flipkart, because people are positive towards it.
5.12 RESPONDENTSOPINION ON AMAZON CUSTOMER CARE
Percent
Cumulative
Frequency
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
Total
21
25
14
6
4
70
30.0
35.7
20.0
8.6
5.7
100
30.0
35.7
20.0
8.6
5.7
100
30.0
65.7
85.7
94.3
100
TABLE 5.12 RESPONDENT OPINIONS ON AMAZON CUSTOMER CARE

Interpretation: Amazon proved once again, that it will be always one step ahead from the
rest of the players in the market. Most of Amazon customers (30%) are very happy and
strongly agree with customer support of Amazon, which made Amazon unbeatable winner
ahead. From previous tables we understood customers are scared of damage of the product
and quality of products is major issues to be considered. These barriers were not there in
Amazon because of its brand collaborations and its amazing packing grabbed customer’s
attention and made people loyal to it.
5.13 CROSS TABULATION OF GENDER AND HOW OFTEN THEY
SHOP ONLINE
Gender of respondent How often respondent shop online Total
Once in
month
Once in two
month
More
frequently
Very rare
Male
Female
Total
11
10
21
3
8
11
9
8
17
5
16
21
28
42
70
TABLE 5.13 CROSS TABULATION OF GENDER AND HOW OFTEN THEY SHOP ONLINE
Figure 5.1 How often customer does shopping with respect to gender
0
2
4
6
8
10
12
14
16
18
20
Festival To gift Offer Wedding
respondent is interested in buying particularly
<25
25-35

Interpretation:
From above table we can interpret that out of 70 respondents female are more interested in online
shopping when compared males because of e-commerce wide range of varieties. And also they
are leading than male respondents in different categories. Where male are frequent buyers but
female respondents are doing at least once online shopping and leading than male. Even though
female respondents are high but they are very rare online shoppers.
5.14 CROSS TABULATION OF AGE AND PAYMENT METHOD
Age of respondent respondent payment method
Debit card Credit card Cash on
delivery
Total
<25
25-35
>35
Total
9
5
5
19
2
3
2
7
24
17
3
44
35
25
10
70
5.14 CROSS TABULATION OF AGE AND PAYMENT METHOD
Figure 5.2 Payment method of customer with respect to age
0
2
4
6
8
10
12
14
16
18
20
Festival To gift Offer
<25
25-35
>35

Interpretation
From above table and graph we can interpret that the mindset of respondents are different when
it comes to currency and its security. Most of the people going for cash on delivery. E-commerce
sites are also making payment methods easier by providing swiping machines to delivery boys.
Swiping machines made customers and as well as delivery boys works easy. Because some
payments won’t be exactly round figures, they may be in rupees such as 513 or 1007.
When customers have to pay this kind of amount that will be difficult to delivery boy to return
change some times. By using swipe machines we can avoid all these interrupts.
5.15 CROSS TABULATION OF GENDER AND PRICE SATISFACTION
Gender Respondent is satisfied with price of
Flipkart Amazon Snapdeal Paytm Others Total
Male
Female
Total
11
13
24
8
17
25
2
5
7
7
5
12
0
2
2
28
42
70
5.15CROSS TABULATION OF GENDER AND PRICE SATISFACTION
Figure 5.3 Respondent satisfied company with respect to gender
0
2
4
6
8
10
12
14
16
18
20
Festival To gift Offer Wedding Other
<25
25-35

Interpretation: From above table and graph opinion on pricing shown a big difference about
respondent’s opinions towards it. Male respondent’s having almost equal opinion on all e-
commerce sites except Snapdeal. Flipkart is leading in male respondent’s survey and after that
almost with same percentage Amazon and Paytm are there. Paytm made huge impact in male
gender because of its coupons and its huge discounts. When it comes to female responses,
Amazon is leading than the rest of e-commerce big players in India. Where there are so many
exclusive e-commerce sites especially for girls, still they are choosing reputed and leading e-
commerce sites such as Amazon and Flipkart.
5.16 CROSS TABULATION OF AGE AND OCCASIONS
Age of respondent respondent is interested in buying particularly
Festival To gift Offer Wedding Other Total
<25
25-35
>35
Total
1
6
0
7
5
1
0
6
19
13
6
38
3
2
0
5
7
3
4
14
35
25
10
70
5.16 CROSS TABULATION OF AGE AND OCCASIONS
Figure 5.4 Occasion preference with respect to gender
0
2
4
6
8
10
12
14
16
18
20
Festival To gift Offer Wedding Other
<25
25-35
>35

Interpretation:
From above table and graph we can interpret that e-commerce sites are playing their cards very
well because of neither gender nor age is not going to stand as barrier when lots of offers are
available in e-commerce sites. Where respondents of <25 are interested in purchasing
while online offers are there apart of other occasions such as festivals, weddings etc. The
respondents of age 25-35 (probably employees) are also interested in offers itself and making
them utilized. This age group was also leading in occasion of festivals.

CHAPTER 6
FINDINGS OF THE STUDY

Findings of the study
 Female respondents are showing more interest to do online shopping than male
respondents.
 Customers are preferring quality product from e-commerce sites, even it is bit
expensive.
 Flipkart is trying very hard to reach the top position but Amazon India is giving very
tough competition.
 Amazon is leading in every aspect of survey such as price, preferred and also
suggesting to friends.
 Paytm have to take care of its products and customer service because of its cheap
product quality and less variety of products making it loose customers.
 Undoubtedly Flipkart and Amazon made their impact on customers very strongly
and captured loyal customers. And they are ready suggesting their online shopping
site to rest of their friends.
 Both Flipkart and Amazon India advertisings were very innovative and attractive.
Both companies are expending so much money on advertising and promotions.
 Every age group people are interested in offers, if they are in need or not they want
to purchase.

CHAPTER 7
SUGGESION

Suggestion
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.

Chapter 8
Limitations

Limitations
 There was so much confidential data of companies that are not exposed.
 Survey was restricted to particular age group because respondents willing to fill are college
students.
 Analysis was done based upon personal opinion of respondents individually, not from any
focus groups or experts.

CHAPTER 9
CONCLUSIONS

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.

REFERANCES

REFERENCES
Citation from Journals:
1. “E- commerce challenges: a case study of Flipkart.com versus Amazon. in by Dr Priti
Nigam
2. “Prospects of e-commerce in India” by Sharma and Mittal (2009)
3. “E-Commerce in India-A Review”, International Journal of Marketing, Financial
Services & Management Research by Abhijit Mitra. (2013).
4. ” E-Commerce or Internet Marketing: A Business Review from Indian Context”,
International Journal of u- and e- Service, Science and Technology by D.K.Gangeshwar.
(2013)
5. “Finding the source of Amazon.com: examining the hype of the earth’s biggest book
store”, by Martin Dodge. (1999)
6. http://timesofIndia.Indiatimes.com/tech/tech-news/Flipkarts-bansals-nearly-as-rich-as-
infosys-co-founders/articleshow/39265726.cms
7. Ernst & young report 2012: rebirth of e-commerce in India
8. Google India study report combining data from Google trends and online research
conducted by TNS Australia

Citation from Website:
1. Http://www.cxotoday.com/story/why-everyone-wants-an-e-commerce-pie/
2. http://en.wikipedia.org/wiki/Flipkart
3. https://www.forrester.com/Asia+Pacific+Online+Retail+Forecast+2011+To+201
6/fulltext/-/E-RES72723
4. http://in.myinfoline.com/forum/reply/2065
5. http://articles.timesofIndia.Indiatimes.com/2013-04-
26/internet/38842529_1_Indian-internet-internet-shopping-internet-penetration
6. http://www.zdnet.com/.../India-e-commerce-industry-faces-consolidation-7000
7. http://Indiaranker.com/websites/ecommerce
8. http://www.ibm.com/news/in/en/2012/12/17/j586238s98768m83.htmL
9. http://www.nextbigwhat.com/Amazon-vs-Flipkart-297/
10. Http://www.nextbigwhat.com/Flipkart-vs-Amazon-sku-297
11. http://www.indeed.com/cmp
12. http://www.payscale.com/research/IN/Employer=Amazon.com_inc/salary
Citation from Books:
1. The Boston consulting group report: from buzz to bucks: capitalizing on India’s
digitally influenced consumers

APPENDICES

APPENDICES
QUESTIONERS:
1. Age
a. < 25
b. 25- 35
c. >35
2. Gender
a. Male
b. Female
3. Have you ever done online shopping?
a. Yes
b. No
4. How often do you shop online?
a. Once in month
b. Once in two month
c. More frequently
d. More often
5. Which online site will you prefer?
a. Flipkart
b. Amazon
c. Snapdeal
d. Paytm
e. Others
6. 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)
7. Which online service is more satisfied in terms of products, customer care and delivery
services
a. Flipkart
b. Amazon
C. others
8. How do you choose online shopping site
a. Referred by friends
b. Advertisements
c. Online reviews
9. Have your encountered any problems with online shopping site? if yes, by which one
a. Flipkart
b. Amazon
c. Others
10. In terms of pricing, with which online shopping site you are satisfied
a. Flipkatt b. Amazon
c. Snapdeal d. Yupme
11. Which online shopping site will you suggest to your family and friends?
a. Flipkart b. Amazon
c. Snapdeal d. yupme
12. On which occasions do you make purchase?
a. Festival b. To Gifts

c. Offers d. Weddin
13. Does promotional activities impact your purchasing decision?
a. Strongly agree b. Agree
c. Neither Agree nor Disagree d. Disagree
e. Strongly Disagree
14. 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
15. What kind of problem did you faced while doing online shopping?
a. Delay in delivery b. Cheap quality of a product
c. Product damage d. Non delivery
16. Customer assistance after purchase from Flipkart and Amazon are good
a. Strongly agree b. Agree
c. Neither Agree nor Disagree d. Disagree
e. Strongly Disagree

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