NAME: Mayur Dhananjay Satre

ROLL NO: 46

M. COM (ADVANCE ACCOUNTANCY) PART-II

(SEM-III)

SUBJECT: Research Publication and Ethics

ASSIGNMENT

TOPIC NAME: A COMPARATIVE STUDY OF

CONSUMER PREFERENCE BETWEEN AMAZON
AND FLIPKART

1
 Index

Sr. No. Particulars Page No.

1. Introduction 2
2. Objective 9
3. Data Interpretation 10
4. Conclusion 25
5. Appendix 26

2
 1. Introduction

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. 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-commerce provides products and services through
websites.

A customer simply needs to visit an e-commerce website and browse various offerings
through the browser catalogue and customer can select multiple offerings and add them
to the shopping cart, once the shopping is complete, the customer can checkout and
proceed to the payment section, where various online payment options such as internet
banking, card payments can be used. Usability is a measure how well a user can interact
with The platform to reach his goals. User satisfaction is a measure of usability. The e-
commerce website chosen for this study of comparison are Amazon and Flipkart.

3
  Amazon

 History and current scenario of Amazon

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. Originally started as an online bookselling company, Amazon has morphed
into an internet-based business enterprise that is largely focused on providing e-
commerce, cloud computing, digital streaming and artificial intelligence services.
Amazon has come a long way since it was founded by Jeff Bezos in his garage in
Bellevue, Wash., on July 5, 1994.

The following is a brief history and timeline of events that have evolved Amazon from
its humble beginnings to a multinational business empire.

 1990s: Amazon launched as an online bookstore on July 16, 1995, initially

named Cadabra before Jeff Bezos changed it to Amazon for its alphabetic
placement and scale. Its early motto was "get big fast."
 2000s: In 2005, Amazon introduced Amazon Prime, offering free two-day
shipping, streaming, shopping, and reading benefits. Membership costs are
$14.99 per month or $139 per year
 2011: Amazon released its first tablet, the Kindle Fire.
 2013: Amazon launched the Amazon Art marketplace for fine arts.
 2014: Released the Amazon Fire TV Stick.
 2015: Rolled out Amazon Alexa, followed by the Echo Dot in 2016.
 2017: Acquired Whole Foods Market and launched the cashierless grocery
chain Amazon Go in 2018.
 The COVID-19 pandemic accelerated in-home shopping, increasing Amazon's
importance to consumers.

Notable Amazon products and services

Amazon offers an ever-expanding portfolio of services and products. Following is a list

of its noteworthy offerings.
 Amazon Marketplace: Allows third-party retailers to sell products alongside
Amazon’s items.

4
  Amazon Fresh: Grocery pickup and delivery service available in various U.S.
cities and internationally through the website or mobile app.
 Amazon Kindle: E-reader enabling users to read e-books, magazines, and
newspapers from the Kindle Store.
 Amazon Fire TV: Streaming media players for delivering internet video
content to high-definition televisions.
 Amazon Alexa: A cloud-based voice assistant powered by AI for answering
queries and performing tasks.
 Amazon Prime: Offers free one- or two-day shipping, exclusive shopping, and
entertainment services.

These services reflect Amazon’s broad expansion across retail, technology, and
entertainment.

Notable Amazon subsidiaries and acquisitions

From healthcare to entertainment, Amazon has acquired multiple companies by

tapping into a variety of sectors over time.

 Following is a list of Amazon's notable acquisitions and subsidiary companies:

a) IMDb. The world's most popular database for movies, TV, celebrity, video games
and streaming online content was acquired by Amazon in 1998.

b) Audible. Audible, a book and spoken audio content provider, was acquired by
Amazon in 2008 for $300 million.

c) Twitch. A social media and video game streaming platform, Twitch was purchased
by Amazon for $970 million in 2014.

 Amazon finances

According to a news release posted on Amazon's investor relations website, Amazon

experienced a significant increase in net sales but a decrease in operating income in the
first quarter of 2022.

o Following are some notable statistics from the release: In the first quarter,
Amazon's net sales increased by 7% to $116.4 billion, up from $108.5 billion in the
same period of 2021. When excluding the $1.8 billion unfavorable impact of foreign

5
 exchange rates, net sales grew by 9% year-over-year. However, operating income
declined significantly to $3.7 billion, down from $8.9 billion in the first quarter of
2021. Additionally, Amazon reported a net loss of $3.8 billion, a sharp contrast to
its net income of $8.1 billion in the first quarter of the previous year.
o Amazon controversies and criticisms: Amazon has faced significant backlash
over the years, with accusations spanning multiple areas. The company is often
blamed for the "Amazon effect," disrupting the retail market and displaying
monopolistic behaviors that threaten small businesses and traditional retailers like
Sears and J.C. Penney. Allegations of monopolistic and anticompetitive behavior
suggest that Amazon's size and pricing power displace open markets and harm
brick-and-mortar stores. The company's practices regarding e-waste have been
questioned as well, following reports of Amazon destroying millions of unused or
returned products, including toxic electronics like phones and computers.
Counterfeit product listings on Amazon's third-party marketplace have drawn
scrutiny from brands, lawmakers, and consumers. In response, Amazon destroyed
2 million counterfeit items and blocked 10 billion fake listings in 2021.

Finally, Amazon has been heavily criticized for avoiding taxation, with reports
suggesting the company dodged approximately $5.2 billion in U.S. corporate federal
income taxes in 2021, despite making large profits.

6
 Flipkart

Flipkart Private Limited is an Indian e-commerce company, headquartered in

Bengaluru, and incorporated in Singapore as a private limited company. The company
initially focused on online book sales before expanding into other product categories
such as consumer electronics, fashion, home essentials, groceries, and lifestyle
products.

The service competes primarily with Amazon's Indian subsidiary and domestic rival
Snapdeal. As of March 2017, Flipkart held a 39.5% market share of India's e-commerce
industry. In August 2018, American retail chain Walmart acquired a 77% controlling
stake in Flipkart for US$16 billion, valuing Flipkart at around US$20 billion.Flipkart
is valued at $37.6 billion as of 2022.It is planning to go public through a listing in the
United States of America in 2023

 History and timeline of flipkart

Flipkart was founded in October 2007 by IIT Delhi alumni and former Amazon
employees Sachin and Binny Bansal, initially focusing on online book sales. Over the
years, Flipkart expanded rapidly, acquiring various businesses like WeRead, Letsbuy,
Myntra, and PhonePe. In 2014, it held exclusive launches for smartphones like Moto G
and Xiaomi, experiencing high demand. Its “Big Billion Day” sales event in 2014
generated $100 million in 10 hours, despite technical glitches.

Walmart acquired a 77% stake in Flipkart for $16 billion in 2018, after which co-
founder Sachin Bansal exited the company. Flipkart also expanded into various sectors,
including fashion, payments, logistics, and travel, acquiring companies like Jabong,
Aditya Birla Fashion, and Cleartrip. Flipkart has invested in local artisans and MSMEs,
launching initiatives to support underserved communities.

In recent years, Flipkart ventured into new areas such as NFTs, Web3, and metaverse-
based shopping with Flipverse, while also introducing hyperlocal services like Flipkart
Quick and launching its hotel booking service. As of 2022, Flipkart's revenue grew 25%
to ₹ 43,357 crore, while its losses reduced by 23% to ₹ 2,445 crore.

7
o Funding

Flipkart began with an initial development budget of ₹ 400,000 (US$5,000) and raised
funding from venture capital firms like Accel India (US$1 million in 2009) and Tiger
Global (US$10 million in 2010, US$20 million in 2011). In August 2012, Flipkart
secured US$150 million from MIH and ICONIQ Capital, followed by US$200 million
in July 2013 from existing investors. Its reported sales grew from ₹ 40 million in
FY2008-09 to ₹ 750 million in FY2010-11, but it reported a loss of ₹ 2.81 billion in
FY2012-13.

Flipkart continued to raise significant funds, including US$160 million in October 2013
from Dragoneer, Morgan Stanley, and others, and US$210 million in May 2014 from
DST Global and others. By July 2014, Flipkart had raised US$1 billion, and in
December 2014, its market cap reached US$11 billion after another US$700 million
funding round. Flipkart's valuation grew to US$15 billion by May 2015 after securing
US$550 million in additional funding.

Flipkart raised a total of US$3 billion by August 2015 over 12 funding rounds. In 2017,
it received US$1.4 billion from investors including eBay, Microsoft, and Tencent,
followed by US$2.5 billion from SoftBank in August 2017. In 2021, it considered going
public through a SPAC merger and launched Flipkart Ventures, a US$100 million fund
to support startups through its Flipkart Leap Ahead and Leap Innovation Network
programs.

o Criticism

On 13 September 2014, a Flipkart deliveryman was accused of molesting a housemaid

in Hyderabad. The employer sued Flipkart, citing the need for better safety regulations
for offline delivery services.

In 2014, competitors like Future Group (then owner of Big Bazaar) filed complaints
against Flipkart's Big Billion Days discounts, accusing them of predatory pricing.
India's Ministry of Commerce and Industry investigated the matter.

In April 2015, Flipkart faced backlash for its involvement in Airtel Zero, a program
criticized for violating net neutrality. Flipkart eventually withdrew from the project.

8
In 2015, around 400 Flipkart delivery executives protested poor working conditions,
including seven-day workweeks, long hours, and lack of access to clean toilets or
medical help for those injured in accidents.

In 2016, after the murder of delivery executive Nanjunda Swamy by a customer,

Flipkart launched Project Nanjunda, which included an SOS feature in its app for field
workers' safety during emergencies.

Vendors on Flipkart's platform have faced challenges like alleged unfair policies,
inadequate logistics, and customer fraud leading to returns. These issues have driven
some sellers away from the platform.

A survey comparing Flipkart and Amazon considered factors like user experience,
after-sales service, product differentiation, and operational efficiency. The study aimed
to find the more efficient e-commerce platform based on these aspects.

9
 2.OBJECTIVE

1. To understand and estimate the consumer perception and factor affecting their
behavior for choosing E-commerce sites.
2. To understand the different strategies used by E-commerce players i.e. Amazon
and Flipkart to grab customers in Kurla, Mumbai.
3. To understand the work flow of Amazon in Kurla, Mumbai.
4. To understand the work flow of Flipkart in Kurla, Mumbai.
5. To know the difficulties faced by consumer while using Amazon
6. To know the difficulties faced by consumer while using Flipkart

10
 3. DATA ANALYSIS AND INTERPRETATION
1. DEMOGRAPHICS:

A. Age

32
35
30
25
20
15 9
8
10
1
5
0
AGE

BELOW 18 18 TO 24 25 TO 40 40 AND ABOVE

The above chart provides the empirical findings gleaned from the collected data. It
presents 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 data shows that out of 50 respondents:

 64% are from the age group 18 to 24.

 18% belong to the age group 25 to 40.
 16% are in the age group below 18.
 2% are in the age group 40 and above.
The difference between the respondents in the highest age group (18 to 24) and the
second highest age group (25 to 40) is 23 respondents, while the difference between the
second highest and third highest age groups (25 to 40 and below 18) is 1 respondent.

11
B. Gender

Gender

32%
male
female
68%

Another demographic factor we considered is gender. Male respondents are more

participated in the survey as compared to female respondents. The percentage of female
respondents is 31% whereas the percentage male respondents is 69%. The number of
mala respondents are 34 whereas that of female is 16.

2. PREFERRED ONLINE SITE BY RESPONDENT

The respondents have asked question regarding which e-commerce site they prefer for
online shopping to find out the most preferred e- commerce site between Amazon and
Flipkart.

62
WHICH E-COMMERCE SITE DO YOU PREFER FOR
ONLINE SHOPPING ?
38

0 10 20 30 40 50 60 70

Amazon Flipkart

12
Interpretation: From the above chart we can interpret that the Amazon was choosen
by most of the people that is 31 respondents out of 50 respondents prefer Amazon for
online shopping.

The rest 19 people prefer Flipkart while online shopping. The above table shows
that the Amazon is more preferable by general public over Flipkart.

3. RESPONDENT PAYMENT METHOD

The respondents have asked the question about their preferred payment method to find
out on which payment method do respondents trust for payment during online shopping.
There are various types of payment method available during online shopping. These
methods are as follows

A. Debit card

A debit card is a plastic card issued by a bank linked to a checking or savings account,
allowing the cardholder to withdraw cash, make purchases, or transfer funds
electronically using available funds. Unlike credit cards, debit cards do not allow
borrowing; instead, they deduct the purchase amount directly from the account balance,
helping users avoid debt and interest charges. Debit cards are accepted at ATMs, online
stores, and physical merchants and typically require a PIN for transactions, ensuring
security. Their convenience has made them a popular payment method for various
expenses, including bills and groceries.

B. UPI

UPI, or Unified Payments Interface, is a digital payment system developed by the

National Payments Corporation of India (NPCI) that enables instant fund transfers
between bank accounts via mobile devices or computers, without needing the recipient's
bank account details. Users link their bank accounts to UPI-enabled apps like Google
Pay, PhonePe, or Paytm, creating a unique virtual payment address (VPA) for
transactions. UPI allows 24/7 transfers, including weekends and holidays, and supports
features like bill payments, mobile recharges, and online shopping.

C. Net Banking

Net banking, or online banking, is a digital service that allows customers to access their
bank accounts and conduct transactions over the internet, including checking balances,

13
 viewing transaction history, transferring funds, paying bills, and requesting cheque
books. To use net banking, customers must register on their bank's website or app,
creating a username and password, often with additional security measures like OTPs.
Benefits include the convenience of banking anytime and anywhere, faster transactions,
and better account monitoring; however, users should ensure security by keeping login
details confidential and verifying website authenticity.

D. Credit card

A credit card is a plastic card issued by a bank that allows cardholders to borrow money
up to a certain limit for purchases or cash withdrawals. When using a credit card, users
borrow from the issuer and must repay the amount, plus any interest and fees, later.
Credit cards typically offer a grace period during which no interest is charged if the full
balance is paid by the due date; otherwise, interest accumulates on any outstanding
balance, potentially leading to high debt.

E. EMI
EMI, or Equated Monthly Installments, is a payment option that allows customers to
convert purchases into manageable monthly payments instead of paying the full amount
upfront. When choosing EMI, customers essentially take a loan from a third-party
financing company or bank associated with the retailer, with the loan amount equal to
the purchase price. This amount is repaid in fixed monthly installments, including any
applicable interest and fees.
F. Cash on Delivery : Cash on delivery (COD) is a payment option where customers pay
in cash upon receiving their online purchase. It’s useful for those without cards or who

Cash On Delivery Debit Card / UPI / Net banking Credit card/ EMI

37

4
9
Credit card/ EMI

Debit Card / UPI / Net banking

Cash On Delivery

Which payment method do you prefer ?

14
prefer not to share card details, offering security as customers can inspect the product
before paying. However, COD can lead to higher costs for retailers, increased returns,
and delivery issues if customers lack the exact cash or aren’t available at delivery time.
Interpretation :- From the chart given below we can interpret that among the various
payment method available the cash on delivery has chosen by most of the respondents
while online shopping.
74% of the respondent have chosen cash on delivery may be because they think that it
is one of the secure way for purchasing products online, However 18% respondents
make payment online through debit card UPI or net banking. The rest 4% respondents
have chosen the credit card or EMI option for payment as it gives them a credit period.

4. FREQUENCY OF ONLINE SHOPPING

The respondents have asked question regarding frequency of online shopping. The
frequency of online shopping varies greatly from person to person and depends on a
number of factors, such as individual shopping habits, access to technology and internet
connectivity, and personal preferences for shopping online versus in physical stores.
Some people may prefer to shop online regularly for the convenience and flexibility it
offers, while others may only shop online occasionally or for specific items. Factors
such as personal financial situation and access to online payment methods may also
influence the frequency of online shopping.
In recent years, there has been a significant increase in the frequency of online
shopping, as more people have gained access to internet technology and e-commerce
platforms have become more widespread and accessible. However, the frequency of

15
online shopping can vary greatly depending on individual preferences and
circumstances, and may continue to change in response to evolving technology and
societal trends

Interpretation :- From the above figure we can interpret that the percentage of
respondents have shopped once in a month is highest. 21 respondents have shopped
online once in month. 10 respondents once in Quarter, 16 respondents shopping more
than once in month it means more frequently. However 11 respondents are still there
who have shopped very rarely.

5. RESPONDENT IS MOST IMPRESSED WITH WHICH E-COMMERCE

SITE

Respondents have asked question regarding with which e-commerce site they are most
interested between Amazon and Flipkart. In order to find out which company have more
impressions on general public abd find out which site consumer appreciate.

Interpretation:- The above figure shows that among all the respondents 64% of the
respondents are most impressed with Amazon however 36% of the respondents are
most impressed with flipkart. The number of respondents most impressed with amazon
is 32 and that of flipkart is 18.

16
6. RESPONDENT IS MORE SATISFIED WITH WHICH SITE PRICING
The question has asked to find out according to respondents on which ecommerce site
the price is most appropriate. Online shopping has become increasingly popular due to
its convenience, variety of products, and competitive pricing. One of the key advantages
of online shopping is the price aspect. Here are some important points to consider:

Competitive pricing: Online shopping platforms like Amazon and Flipkart often offer
products at a lower price than traditional brick-and-mortar stores. This is because they
have lower overhead costs, and they can pass on the

Deals and discounts: Online shopping platforms often offer deals and discounts on
products, especially during festive seasons or major events like Black Friday or Cyber
Monday. This can make shopping online more affordable and attractive for customers.

Comparison shopping: Online shopping also makes it easy for customers to compare
prices and features of different products from different sellers. This can help them find
the best deals and make informed purchasing decisions.

Price tracking: Some online shopping platforms offer price tracking tools that allow
customers to monitor the prices of products over time. This can help them decide when
to make a purchase and get the best possible deal.

International shopping: Online shopping also allows customers to purchase products

from international sellers, which can sometimes offer lower prices due to currency
exchange rates and different pricing strategies.

No sales tax: Depending on the location and the type of product, online shopping can
often be cheaper than buying the same product in a physical store because customers
may not have to pay sales tax. In many cases, online retailers are not required to collect
sales tax unless they have a physical presence in the customer's state.

Free shipping: Online shopping platforms often offer free shipping on orders above a
certain amount, which can make shopping online even more affordable for customers.
Some platforms also offer free shipping on all orders, which can be a significant cost-
saving.

Dynamic pricing: Some online retailers use dynamic pricing, which means they adjust
prices in real-time based on various factors such as demand, availability, and

17
competition. This can sometimes result in prices that change frequently, making it
difficult for customers to determine the best time to buy.

Hidden fees: While online shopping can be cheaper in some cases, customers should
be aware of hidden fees that can add to the final cost of the product. For example, some
platforms charge handling fees, restocking fees, or processing fees for returns or
exchanges.

Loyalty programs: Many online shopping platforms offer loyalty programs that
reward customers with discounts, free shipping, or other perks. These programs can
help customers save money and encourage repeat business.

Overall, the price aspect of online shopping is a significant advantage that attracts many
customers. While there are potential downsides such as hidden fees and dynamic
pricing, customers can still find great deals and save money by shopping online

The price of the product on which e-commerce site is

more appropriate ?

0 10 20 30 40 50 60 70

Flipkart Amazon

Interpretation: From the above chart it can be interpreted that according to the
respondents the price on Amazon is more appropriate than Flipkart. 64% respondents
opinion is Amazon whereas 36% are with Flipkart. As stated above there are various
factors behind Amazon pricing therefore as a result respondents have opinion that
amazon is more price appropriate.

18
7. OCCASIONS PREFERRED BY RESPONDENT TO DO SHOPPING

There are various occasions for shopping are as follows:

A].Festival : Shopping from Amazon during festivals in India offers convenience with
a wide range of products, easy payment options, reliable delivery, and a hassle-free
return policy. Amazon ramps up its delivery and logistics services to manage increased
demand. Similarly, Flipkart provides a diverse product selection and special offers, with
enhanced delivery capacity and partnerships with local vendors. Both platforms ensure
a user-friendly experience, easy transactions, and timely deliveries during festivals.

B].To gift others: Amazon and Flipkart are two popular online marketplaces for
shopping and gifting in India. Amazon India offers a vast selection of products,
including electronics, fashion, home appliances, and personal care items, and features
"Amazon Gift Cards" for sending e-gift cards with personalized messages. Flipkart also
provides a wide range of products such as fashion, electronics, and books, along with
"Flipkart Gift Cards" for gifting. Both platforms offer diverse delivery options,
including one-day and scheduled delivery, and provide customer service support for
order-related issues. When shopping for gifts, it's important to read product descriptions
and reviews to ensure quality and satisfaction.

C].During discounts and offers: Shopping from Amazon and Flipkart during
discounts can save money and offer good deals. Both platforms provide significant
price cuts and additional savings during festive seasons. However, be cautious of
fraudulent sellers. Research products, read reviews, compare prices, and only buy from
reputable sellers to ensure a safe shopping experience. Stay within your budget to avoid
overspending.

24%

10%
66%

Festival To gift others During Discounts & Offers

19
Interpretation: From the above pie diagram it can be interpreted that most of the
respondents purchase during discounts and offers. From this we can conclude that the
respondents purchase during discounts and offers to save the money and buy more with
less amount. The percentage of respondents purchasing during discounts and offers are
66% after that the percentage of respondents purchase during festival is 24%. The
percentage of respondents purchasing to gift others is 10% it is the least among all the
other option.

8. RESPONDENTS FACED PROBLEM AFTER DELIVERY OF PRODUCT

The question has asked to find out various problems faced by respondents while
shopping. The brief summary of some of the common problems faced by consumers
while shopping from Amazon and Flipkart.

Product quality issues: Consumers have reported receiving products that are different
from what they ordered or that are of poor quality. This can lead to frustration and a
need for returns or refunds.
Delivery delays: Customers have complained about orders being delayed or not being
delivered at all. This can be especially frustrating if the item was needed for a specific
event or occasion.
Damage product received: Receiving a damaged product from Amazon or Flipkart
can be frustrating. In such cases, you can contact their customer support team to resolve
the issue. It is important to notify them as soon as possible to ensure a prompt resolution.
Non Delivery of product: If you haven't received your product from Amazon or
Flipkart, you can contact their customer support team to enquire about the status of your
order. They will investigate the matter and provide you with an update on the delivery
status. It is important to report non-delivery as soon as possible to ensure a timely
resolution
Interpretation: From the figure given below we can interpret that one of the major
problem is Delay in delivery. The percentage of respondents who received the late
delivery is 54%. There is also problem of receiving product of cheap quality 40% of
the respondents received cheap quality product. The percentage of respondents received

20
damage product is 18% and the percentage of respondents who don’t receive delivery
that is the product is undelivered is 12%.

40

35

30

25

20

15

10

Electronics Clothing,Shoes and Jewelry Home & Kitchen Beauty and Personal care

9. RESPONDENTS FACED PROBLEAM WHILE SHOPPING

While shopping from online site there were a lot of problems we faced. The various
problem are as follows:
Lack of personalisation: While Amazon and Flipkart offer a wide range of products,
their shopping experience may lack personalization. Customers may receive generic
recommendations and advertisements instead of tailored ones based on their interests
and purchase history. However, both platforms have been investing in machine learning
and artificial intelligence to enhance personalization and provide a more tailored
shopping experience to their customers.
Missing or Unclear product information: Customers may face difficulty while
shopping through Amazon and Flipkart due to missing or unclear product information.
This can lead to confusion and uncertainty while making purchasing decisions.
However, both platforms have been working towards improving their product
information by including more detailed descriptions, images, and customer reviews to
provide a more comprehensive understanding of the product. Customers can also
contact customer support for additional information or clarification on any product-
related queries.

21
Bad User Experience: Bad user experience while shopping through Amazon and
Flipkart can be frustrating and can result in lower customer satisfaction. Issues like slow
page loading, complex navigation, and a cluttered interface can impact the user
experience negatively. Both platforms have been investing in improving their user
experience by optimizing page speed, simplifying navigation, and enhancing the overall
design to provide a seamless shopping experience to their customers.
Fake product reviews: Fake product reviews can mislead customers and impact their
purchasing decisions while shopping through Amazon and Flipkart. Both platforms
have been taking steps to prevent fake reviews by using automated systems and human
moderators to verify the authenticity of reviews. Additionally, they encourage
customers to leave genuine reviews and ratings to ensure transparency and accuracy of
the product feedback. Customers can also look for verified purchase reviews, which
can help in making more informed purchasing decisions.

35

21

12
9

Electronics Clothing,Shoes and Jewelry Home & Kitchen Beauty and Personal care

Interpretation: From the above figure according to 17 respondents Bad user

experience is the problem. According to 16 respondents lack of personalisation is the
problem. According to 30 respondents Missing or Unclear product information is the
problem and according to 12 respondents fake product reviews are the problem while
purchasing from this site.

22
10. CATEGORIES OF PRODUCTS SHOPPED BY RESPONDENTS

The reason for asking the above question is to gain insights into the online shopping
habits of individuals, specifically the types of products they tend to purchase online.
Here are some brief notes on each of the categories mentioned:

A. Electronic – This category includes products like smartphones, laptops, TVs,

cameras, gaming consoles, and other electronic devices. Online shopping for
electronics offers convenience and a broader selection of products. However, it’s
essential to be cautious and ensure you purchase from reputable sellers to avoid
counterfeit or faulty items.
B. Clothing, Shoes, and Jewelry - This category includes all types of apparel,
footwear, accessories, and jewelry. Online shopping for clothing and accessories is
convenient, allowing for easy price and style comparisons, along with a wider
selection. However, finding the right fit can be challenging, and there's a risk of
receiving products that don't match their online descriptions or photos.
C. Home and Kitchen - This category includes products like furniture, decor,
appliances, kitchenware, and other household items. Online shopping for home and
kitchen products offers the benefit of easily comparing prices and styles, along with
a broader selection. However, it’s crucial to read product descriptions and reviews
carefully to ensure you're getting quality items that meet your needs.
D. Beauty and Personal Care – This category includes products such as makeup,
skincare, haircare, and personal hygiene products. Online shopping for beauty and
personal care products offers convenience and a wider selection of products to
choose from, especially for those living in areas with limited access to certain
products. However, it’s important to be cautious when shopping online for these
products, as there is a risk of receiving counterfeit or expired products. Additionally,
it’s important to carefully read ingredient lists and product reviews to ensure that
you’re getting a product that is safe and effective for your needs.

23
 Electronics Clothing,Shoes and Jewelry Home & Kitchen Beauty and Personal care

40

35
35
30

25

20
21
15

10 12
9
5

0
1

Interpretation:- From the chart above these results suggest that the most popular
category of products that people shop online for is Clothing, Shoes, and Jewelry, with
35 respondents selecting this category. Electronic products were the second most
popular category, with 21 respondents selecting it. Home and Kitchen and Beauty and
Personal Care were the least popular categories, with only 9 and 12 respondents
respectively. It’s important to note that this survey result is only based on a sample size
of 50 respondents, and may not be representative of the larger population. Additionally,
it’s possible that some respondents may shop online for products in multiple categories,
but were only able to select one category in the survey.

24
 4.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.
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. Amazon and
Flipkart should improve their website interface to make them more interactive and to
reduce the lack of personalization. Amazon and Flipkart should develop a mechanism
to check the authenticity of the reviews of product on their website.

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5.APPENDIX/ANNEXURE

I. Name

II. Age
a. Below 18
b. 18 to 24
c. 25 to 40
d. 40 and above

III. Gender
a. Male
b. Female
c. Prefer not to say

IV. How often do you shop online ?

a. Once in Month
b. Once in Quarter
c. More frequently
d. Very rare

V. Which e-commerce site do you prefer for online shopping ?

a. Amazon
b. Flipkart

VI. Which payment method do you prefer ?

a. Debit Card / UPI / Net banking
b. Credit card/ EMI
c. Cash On Delivery

VII. What are the problems faced by you while shopping through these e-
commerce site ?
a. Lack of Personalization

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 b. Missing or Unclear product information
c. Bad user experience
d. Fake product reviews

VIII. You are most impressed with which e-commerce site ?

a. Amazon
b. Flipkart

IX. The price of the product on which e-commerce site is more appropriate ?
a. Amazon
b. Flipkart

X. On which occasion do you prefer to purchase ?

a. Festival
b. To gift others
c. During Discounts & Offers

XI. What are the problem faced by you after purchasing from this e-commerce site
?
a. Delay in Delivery
b. Damage product received
c. Cheap quality product received
d. Non-delivery of product

XII. Which Category of products do you shop online ?

a. Electronics
b. Clothing, Shoes, and Jewelry
c. Home and Kitchen
d. Beauty and Personal Care

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