PROJECT REPORT

ON

“Customer Satisfaction Towards Online Shopping With

Reference To Flipkart ”

Submitted To

Agasti Institute Of Management Computer Application And

Research

In partial fulfillment for the award of degree of

Bachelor of Business Administration.

Submitted by

Mr.Yogesh Appasaheb Deshmukh

Under the guidance of

-Dr.Gopal Vijay Boob

G.S. college of commerce & Economics , Nagpur

NAAC Re -Accredited "A" Grade Autonomous Institutions

Academic Year 2022-23

pg. 1
 G.S. college of commerce & Economics , Nagpur
NAAC Re -Accredited "A" Grade Autonomous Institutions

Academic Year 2022-23

--------------------------------------------------------------------------------------------------------------------------

CERTIFICATE

This is to certify that Ms. Harshita Agrawal has submitted the project report titled

“Customer Satisfaction towards online shopping with reference to Flipkart”,towards

partial fulfillment of BACHELOR OF BUSINESS ADMINISTRATION degree examination. This

has not been submitted for any other examination and does not form part of any other

course undergone by the candidate. It is further certified that he has ingeniously completed

his project as percribed by Rashtrasant Tukadoji Maharaj Nagpur university , Nagpur.

Dr. Kamlesh Thote Dr. Afsar Sheikh

(Project Guide) (Co-Ordinator)

Place: Nagpur
Date:

pg. 2
 G.S. college of commerce & Economics , Nagpur
NAAC Re -Accredited "A" Grade Autonomous Institutions

Academic Year 2022-23

-------------------------------------------------------------------------------------------------------------------------------------------

DECLARATION

I here-by declare that the project with title “Customer satisfaction towards online shopping

with reference to Flipkart’’, has been completed by me in partial fulfillment of BACHELOR

OF BUSINESS ADMINISTRATION degree examination as prescribed by Rashtrasant Tukadoji

Maharaj Nagpur University, Nagpur and this has not submitted for any other examination

and does not form the part of any other course undertaken by me.

Ms. Harshita Agrawal

Place: Nagpur

Date:

pg. 3
 G.S. college of commerce & Economics , Nagpur
NAAC Re -Accredited "A" Grade Autonomous Institutions

Academic Year 2022-23

----------------------------------------------------------------------------------------------------------------------------------------------

ACKNOWLEDGEMENT

With immense pride and sense of gratitude, I take this golden opportunity to express my
sincere regards to Dr. S.S.Khatley, Principal, G. S. College of Commerce and Economics,
Nagpur.

I am extremely thankful to my project guide Dr. Kamlesh Thote for her guideline throughout
the project. I tender my sincere regards to coordinator, Dr. Afsar Sheikh, for giving me
outstanding guidance, enthusiastic suggestion and invaluable encouragement which helped
me in the completion of the project.

I will fail in my duty if I do not thank the non-teaching staff of the college for their co-
operation.

I would like to thank all those who helped me in making this project complete and successful.

Place: Nagpur. Ms. Harshita Agrawal

Date:

pg. 4
 INDEX

Sr. No. Particulars Page No.

1. Introduction
6-9

Company Profile
2. 10-15

3. Research Study
16-23

• Statement of Problem
17-19

• Objectives of Study
20

• Data Requirements and collection

21

• Hypothesis of the study

22-23

4. Data Analysis and Interpretation

24-30

5. Limitations and SWOT Analysis of Flipkart

31-36

6. Recommendations and Conclusion

37-40

7. Summary , Reference and Questionnaire

41-48

pg. 5
 Introduction

pg. 6
 Internet is changing the way consumers shop and buy goods
Internet provides a unique opportunity for companies to more efficiently
reach existing and potential customers.

Many companies have started using the Internet with the aim of
cutting marketing costs, thereby reducing the price of their products and
services in order to stay ahead in highly competitive markets. Companies
also use the Internet to convey, communicate and disseminate information,
to sell the product, to take feedback and also to conduct satisfaction surveys
with customers. Customers use the Internet not only to buy the product
online, but also to compare prices, product features and after sale service
facilities they will receive if they purchase the product from a particular
store. Many experts are optimistic about the prospect of online business.

Through electronic marketing and internet communication

business firms are coordinating different marketing activities such as
market research, product development, inform customers about product
features, promotion, customer services, customer feedback and so on.

Online shopping is the process whereby consumers directly buy

goods, services etc. from a seller interactively in real-time without an
intermediary service over the internet. Online shopping is the process of
buying goods and services from merchants who sell on the Internet. Since
the emergence of the World Wide Web, merchants have sought to sell their
products to people who surf the Internet. Shoppers can visit web stores
from the comfort of their homes and shop as they sit in front of the
computer. Consumers buy a variety of items from online stores.

In fact, people can purchase just about anything from companies

that provide their products online. Books, clothing, household appliances,
toys, hardware, software, and health insurance are just some of the
hundreds of products consumers can buy from an online store.

pg. 7
 Many people choose to conduct shopping online because of the
convenience. Online shopping allows you to browse through endless
possibilities, and even offers merchandise that’s unavailable in stores.

Shopping via the internet eliminates the need to shift through a

store's products with potential buys like pants, shirts, belts and shoes all
slung over one arm. Online shopping also eliminates the catchy, yet
irritating music, as well as the hundreds, if not thousands, of other like-
minded individuals who seem to have decided to shop on the same day.

The central concept of the application is to allow the customer to

shop virtually using the Internet and allow customers to buy the items and
articles of their desire from the store. The information pertaining to the
products are stores on the server side(store). The Server process the
customers and the items are shipped to the address submitted by them.
The application was designed into two modules first is for the customers
who wish to buy the articles. Second is for the storekeepers who maintains
and updates the information pertaining to the articles and those of the
customers.

The end user of this product is departmental store where the application is
hosted on the web and the administrator maintains the database. The
application which is deployed at the customer database, the details of the
items are brought forward from the database for the customer view based
on the selection through the menu and the database of all the products are
updated at the end of each transaction. Data entry into the application can
be done through various screens designed for various levels of users. Once
the authorized personnel feed the relevant data into the system, several
reports could be generated as per the security.

pg. 8
 Online shopping is the biggest part of customer attraction as well
as customer satisfaction. In today’s technology environment, most
businesses rely on internet purchasing to both please their consumers and
attract new ones. The effects of online shopping on improving customer
satisfaction are the subject of this study report. The study also sought to
determine the effects of online shopping on improving customer
satisfaction in retail establishments. The research tasks entailed an ethical
construction of a questionnaire keeping in view the research topic and tasks
at hand. The construction of the survey was done keeping multiple touch
points in consideration. Extensive research was done to identify the most
prominent issues in the realm of online shopping. The survey was
constructed based on these observations and was then circulated to a group
of 100 respondents of varying ages, genders, and from different physical
locations. Likert scales were used to gather experience-based data from all
respondents. After being working on the research, we have come to learn
that customer satisfaction plays a vital role in how the choices of people to
shop online. Websites offering online shopping must have good customer
services and user-friendly applications or websites to be easily accessible to
the public and therefore making them prefer online shopping over in-
person shopping. The study also revealed that online shopping has a variety
of consequences (age and gender) and according to the analysis, online
shopping assists in good quality, access, and comfort, resulting in increased
customer satisfaction.

pg. 9
 Company Profile

pg. 10
 Flipkart is an Indian e-commerce company, headquartered in
Bangalore, Karnataka, India, and incorporated in Singapore as a private
limited company.[5] 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.

Flipkart was founded in October 2007 by Sachin Bansal and Binny

Bansal, alumni of the UIT, Delhi and former Amazon employees. The
company initially focused on online book sales with countrywide shipping.
Flipkart slowly grew in prominence and was receiving 100 orders per day
by 2008.

Flipkart received $210 million from DST Global and in July it raised
$1 billion led by existing investors Tiger Global and South Africa’s media
group Naspers. Flipkart’s last fundraising round in December had
pegged its valuation at $12 billion.

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. Flipkart has a dominant position in
the apparel segment, bolstered by its acquisition of Myntra, and was
described as being "neck and neck" with Amazon in the sale of electronics
and mobile phones. Flipkart also owns PhonePe, a mobile payments
service based on the UPI.

In April 2017, eBay announced that it would sell its Indian

subsidiary, eBay.in, to Flipkart and invest $500 million in the company.
While eBay suggested that the partnership would eventually allow Flipkart
to access eBay's network of international vendors, these plans never
actually came to fruition. In July 2017, Flipkart made an offer to acquire its
main domestic competitor, Snapdeal, for $700–800 million. It was rejected
by Snapdeal, which was seeking at least $1 billion.

pg. 11
 In August 2018, U.S.-based retail chain Walmart acquired a 77%
controlling stake in Flipkart for US$16 billion, valuing Flipkart at around
$20 billion.

In August 2019, Flipkart entered into a partnership with Authentic

Brands to license and distribute Nautica in India. Flipkart invested $4
million in the customer engagement and rewards platform Easy Rewardz
on 19 November 2019.

Private, subsidiary
Type

Industry E-commerce

Founded 2007; 15 years ago

Founder Sachin Bansal

Binny Bansal

Headquarters Bangalore, Karnataka, India (operational HQ)

Singapore (legal domicile)

Area served India

Key people Kalyan Krishnamurthy (CEO)[1]

Services Online shopping

Revenue ₹43,615 crore (US$5.8 billion) (FY 2019)[2]

Owner • Walmart (82.1%)[3] ••

• Tencent (5.1%)

• Tiger Global (4.87%)

• Binny Bansal (3.25%)

• Microsoft (1.46%)

pg. 12
 • QIA (1.43%)

• Accel (1.32%)

• Other (0.47%)

Number of employees 30,000 (2016)[4]

Parent Walmart

Subsidiaries • Myntra ••
PhonePe
Ekart
Jeeves
Cleartrip

Website www.flipkart.com

The platform started selling a variety of other products like music,

mobile phones, as well as movies. With e-commerce gradually
revolutionizing the world of retail and garnering its momentum in India,
Flipkart expanded at a rapid pace steadily supplementing various new item
categories in its collection.

Achievements:-

• In 2014, Flipkart became the first Indian online retailer to achieve $1.9
billion GMV (Gross Merchandise Value).

• Co-founder Sachin Bansal was named ‘Entrepreneur of the Year 2012–

2013’ by The Economic Times.

• Flipkart’s app became the first Indian mobile app to cross 50 million
users in 2016.

• In 2016, the founders, Sachin Bansal and Binny Bansal were named
“Asian of the Year” by Straits Times of Singapore.

pg. 13
 Acquisitions:-

With fierce competition in the e-commerce market, a slew of

mergers and acquisitions have been witnessed in the e-commerce sector in
recent years. Flipkart has acquired a range of businesses in recent years to
boost its product and service offerings. Some of the key acquisitions made by
Flipkart include Myntra, eBay India, PhonePe, Jabong, Letsbuy.com, We Read,
Mime360, chakpak.com, Appiterate, FX Mart, and ngpay. The most recent
acquisition was Snapdeal that was a competitor to Flipkart. Snapdeal has been
acquired at a cost of $950 million.

Competition:-

With Snapdeal in its kitty, Flipkart now has only one major
competitor Amazon India. However, having only one is enough since Amazon is
betting big on India’s e-commerce revolution and has committed $5 billion
investments in Amazon India. The company has already received $2 billion in
funding and $3 billion more are planned. Amazon India has been consistently
expanding its customer base, which has resulted in tough competition for
Flipkart.

pg. 14
pg. 15
 Research study

pg. 16
 Statement of Problem :-

Online marketing has gained a lot of importance in present

marketing conditions. But along with its vital growth the number
Of scamps, fraudulent practices and cheating also increased. Such
cheating activities had created fear in the minds of customers and
also an adverse impact in the attitude of consumers towards online
purchase. The problem area of this survey is consumer’s satisfaction
and attitudes towards online shopping will determine the factors that
influence customers to shop online and those factors will help the
marketers to formulate their strategies towards online marketing.

Top five problem faced by customer during online shopping :-

1. Issues relating to product quality :-

The most common problem faced by customers in online

shopping is that there is no guarantee of a product’s quality. With most
e-commerce websites acting as aggregators for sellers to sell their
products, more fraudulent sellers are registering on these websites and
selling low-quality or faux products in the name of original and branded
products. Sub-par products are sold by these sellers to fool customers
and increase their sales thus increasing problems of online shopping.

Quality-checks are seldom performed on these products as

the magnitude of online sales has increased, especially during online
sale days. Sellers sometimes refuse to replace the faulty product or
refund the consumer’s money, leaving the latter with a low-quality
product and money down the drain. The best consumer court lawyers
can help you in filing a complaint with the appropriate consumer court
at district, state or national level.

pg. 17
 2. Logistics-related problems :-

Another problem faced in online shopping is issues with

delivery and logistics. Products are often lost or damaged while in
transit, and order tracking systems are unable to accurately locate the
product. People choose the same-day. One-day or two-day delivery,
paying extra money to get their product delivered.

However, these products often do not get delivered within

the stipulated time and consumers have to wait for days before they
finally receive their product. Similar challenges are faced by consumers
when it comes to returning the product. In such cases, The top
consumer court lawyers can assist you in filing a complaint with the
appropriate consumer court.

3. Payment issues :-

There are lot of online shopping problems faced

nowadays. Many consumers become victims to online payment issues.
Even though there are several payment methods like Net Banking,
Credit or Debit Card payments and even Cash-on-delivery, there are
payment failures due to website’s server error, payment gateway error
or issues with One Time Password (OTP). Technical glitches often
deduct the payment from buyer’s account or card, but the website does
not receive the payment.

Consumers have to file a complaint with the website’s

customer care to get a refund, but they have to wait for 10-15 days for
any action to be taken. Consumers can also contact famous consumer
court lawyers to take a legal action.

pg. 18
 4. Hidden costs :-

Issues with online shopping have been increasing at a rapid

rate. E-commerce marketplaces often charge hidden costs after the
purchase is finalised by the consumer. Websites hide tax charges,
additional shipping and handling charges from consumers till purchases
are finalised. Websites also add an option for consumers to buy
products of a particular amount to waive off the shipping charges,
however, sellers add additional charges even on purchases worth more
than the set amount. A consumer complaint can be filed in such case,
with the help of a consumer protection lawyer.

5. Ambiguous Website Policies :-

Many shopping websites have no website policies at all or

have unclear and confusing user, return and refund policy. Vague
stipulations leave consumers confused about refund and return of
products and product description problems in e-commerce. With no
policies defined, sellers often reject a consumer’s claim to return the
product or refund the money. Some websites are also unclear with
regards to warranty and guarantee on products and buyers often end
up purchasing faulty products with no product warranty or replacement
option. Good consumer court lawyers can help you in filing a complaint
with the appropriate consumer court at district, state or national level.

Online shopping has become the most convenient method

for consumers to purchase great product deals at affordable prices,
from the comfort of their home. However, a consumer may face any of
the above-mentioned problems while participating in sale festivals or
online discount days.

pg. 19
 A consumer complaint can be filed by a consumer in India for any
of these problems encountered in online shopping, in the appropriate
consumer forum in India. MyAdvo connects you with the experienced
consumer court lawyers to deal with any of these 5 problems!

The above-listed problems faced by consumers in India show that the

consumers need to be more cautious while shopping online.

Objectives of study :-

PRIMARY OBJECTIVE :-

• To know the customer satisfaction level towards Flipkart.com

online shopping website know about online consumer’s buying
behaviours towards online shopping in Flipkart among users in
Chennai city.

SECONDARY OBJECTIVES :-

• To identify the respondents perception about online shopping.

• To find out various attitudes of Flipkartusers of Chennai city
towards the online shopping.

Sampling and Sample size :-

• Sample Size & Sample Unit:

The sample sire consists of 100 respondents from Delhi regions

for knowing the satisfaction level of customers. The sample of 100
respondents was taken know the satisfaction level towards Services offers
by Flipkart.

pg. 20
 • Sample Selection Procedure:

Multistage sample selection technique is used. At first stage, I

have used random sampling technique to the places from where I have to
select Delivery Boys Delhi region because it was not possible to select
every delivery boys at a time because of broad area of Delhi, At second
stage, we used convenience sampling technique to take response from the
respondent because respondents are not easily available at the time
meeting

• Target Respondents:

The target respondents were the users of Flipkart and Delivery

Boys of Flipkart.

Data Requirements and collection :-

Primary Source :-

Data was collected by using questionnaire and by interviewing

Variety of delivery boys Flipkart directly.

Secondary Source :-

Secondary source of data includes : published articles , Reasearch

Papers, published books, different research work done previously.
Relevant papers or journals, magazine etc. and also used
Other reports from internet, as well as from the website of Flipkart.

pg. 21
 Hypothesis of the study:-

Hypothesis is a proposition about the nature of the world that makes

predictions about the results of an experiment. For a hypothesis to be well
formed there must be some experiment whose outcome could prove it to be
false.
In this research report we are finding some of the outcomes on the basis of
prediction and assumptions. For this purpose we formed some hypothesis:

H1: There is no significant difference between the gender of the respondents

and the length of Flipkart being used.
H2: There is no significant difference between in overall satisfaction level of
Flipkart consumers on the basis of the behaviour of delivery boys of Flipkart
H3: There is no significant difference between Flipkart's price strategies on the
basis of gender.
H4: There is no significant difference between in overall satisfaction level of
Flipkart consumers on the basis of Flipkart's after sales service.

pg. 22
 How to Register Business with Flipkart

pg. 23
 Data Analysis and Interpretation

pg. 24
pg. 25
pg. 26
pg. 27
pg. 28
pg. 29
pg. 30
 Limitations Of The Study

pg. 31
Almost attention was taken to eliminate any kind of biasness&
misinterpretation in the study to get optimum result, even though the following
limitations could have certain degree of impact on the findings.
• The study was confined to Delhi region only which may not represent the
real picture of the entire Delhi.
• Many Delivery Boys were not interested to participate in this research
study.
• Data collected about satisfaction & awareness level may not represent
the real picture.
• My Study is confined only 100 respondents.
• Lack of the research experience.
• The major problem is to find out the consumers of Flipkart as my study is
to find out the satisfaction level of the services provides by Flipkart to its
consumers.
• Many consumers were also not get ready to participate in the research
study.

pg. 32
 SWOT Analysis of Flipkart

pg. 33
STRENGTH
• Strong Brand Value.
• Own Logistic arm.
• Own online payment gateway solution.
• Own market place model.
• Inventory management.
• Customer Service.
• Supplier network/relation.
WEAKNESS
• Investors driven Organization or lack of Independent board.
• Secretive and Political culture.
• Excessive focus on expanding customer base rather than pulling profits.
• Global reach.
OPPORTUNITY
• Online fashion and apparel business.
• Opportunity is always there because of a strong brand name
• Providing logistics services to its competitors.
• Growth in online retail sector in India.
• Enter new untapped global markets.
THREATS
• From competitors like Amazon, Snapdeal, Infibeam, Indiaplaza,Homeshop18
etc.
• Less usage/preference of online buying.
• Low Internet penetration.

pg. 34
Finding Of The Study

pg. 35
• Most of the respondent were not satisfied with the after sales services of
Flipkart.
• 74% consumers were satisfied with the service and 24% were not satisfied
with the service of Flipkart.
• 33% consumers believed that all several stuffs always available at Flipkart's
web portal 19% were not belived and 48% could not say anything about
the same.
• 78% of the respondents were satisfied with the behaviour of delivery boys
22% were not about the same.
• 20% consumers came to know about Flipkart from TV ads, 42% from
Newspaper Ads, 26% from hoardings, and 12% from Internet ads.
• Sales of premium products at Flipkart is not better.
• Some of the delivery boy does not wear the Flipkart T-Shirts which does
not give the feeling of belongingness and even do not wear their identity
card which shows the sign off.
• Most of the consumers think that prices of the products at Flipkart is higher
than the other shopping portals.
• 79% respondents were satisfied with the offers provided by Flipkart
remains not satisfied about the same.

pg. 36
 Recommendations

pg. 37
• Company should always check the availability of the various products at
its web portal.
• Company should change their sales strategy as the sales of premium
products is not that good.
• From the website the company should remove the information of the
product which they have discontinued selling as it gives the wrong
information to their customers.
• Delivery boys should try to more satisfy the customers because they are
only the per son who face the customers on the behalf of the company.
• Delivery boys should always wear companies T-Shirt as well as identity
card during working time.
• Company should improve their after sales services which can boost the
sales of the company.
• Company should use more online media to promote their website.
• The company should use some better mode of technology which can
provide more better service to the customers.

pg. 38
 Conclusion

pg. 39
I have learned a lot of things while doing this survey like consumer psychology-
How they behave, what they want, what they need, how they think while
Collecting the information about Flipkart and also observe the behaviour of
Delivery Boys, how they handle the customers, how they communicate with the
Customers, etc.

Flipkart has a wide category of Stuffs some are core products and some are the
Premium products. Mostly customers know more about core products in
Comparison to premium products and this may be due to lack of advertising or
Marketing of the premium range of products.

The study was conducted in Delhi region. After the survey was done I came to
Know that the consumers are not using online shopping only for the easiest way
To get the stuffs but also for cheapest in comparison to the retailers.

Consumers have very good experience with Flipkart 48% respondents were
Highly satisfied, 23% respondents were satisfied which sound very good result.
It was found apart from the price and quality of the products offered by flipkart
Is not the best online shopping website as it suffers at various other points the
Survey. Most of the respondents have rated it as just above and average. The
Research always reflects the truth.

No doubt Flipkart has very good quality product and availability at the web
portal.

Many consumer feels delightful with the Flipkart services and is satisfied with
Flipkart after sales service.
pg. 40
 Summary

pg. 41
Flipkart was founded in 2007 by Sachin Bansal and Binny Bansal, both alumni of
the Indian Institute of Technology of Delhi. They had been working for Amazon
previously. The business was formally incorporated as a company in October
2008 as Flipkart Online Services Pvt. Ltd. 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.

The first product sold by them was the book Leaving Microsoft to Change the
World, bought by WK Chandra from Andhra Pradesh. 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.

Legally, Flipkart is not an Indian company, since it is based in Sing apore, and
majority of its shareholders and investors are foreigners. In May 2014, Flipkart
received $210 million from DST Global and in July it raised $1 billion led by
existing investors Tiger Global and South Africa's media group Naspers

pg. 42
 References

pg. 43
 Website :-

http://www.google.com
http://www.pureitwater.com/IN
http://www.pureitwater.com/IN/products
http://www.hul.co.in
http://en.wikipedia.org
http://economictimes.indiatimes.com
http://www.moneycontrol.com
http://www.reuters.com
http://www.investopedia.com
http://www.flipkart.com/aboutus.

pg. 44
 Questionnaire

pg. 45
pg. 46
pg. 47
 Flipkart Headquarters

pg. 48