Measuring of Customer Satisfaction and Availability of Several Stuffs at The Web Portal of Flipkart
Measuring of Customer Satisfaction and Availability of Several Stuffs at The Web Portal of Flipkart
Measuring of Customer Satisfaction and Availability of Several Stuffs at The Web Portal of Flipkart
On
SESSION – 2016-2019
DR.R.M.L.S COLLEGE,MUZAFFARPUR
A NAAC ACCREDITED COLLEGE.
Declaration
done by me under the guidance of Prof. Abhay Kumar Bittu (College Guide) and this
Administration.
Ajaj Ahmad
Acknowledgement
Achievement is finding out what you would be then doing, what you have to do. The
higher the summit, the harder is the climb. The goal was fixed and we began with a
determined resolved and put in ceaseless sustained hard work. Greater challenge, greater
This project work, which is my first step in the field of professionalization, has been
like to pay my sincere regards and thanks to those, who directed me at every step in my
I take this opportunity to extend my sincere gratitude and profound obligation towards
report guide Prof. Abhay Kumar Bittu for giving me valuable suggestions & guidance
I am highly thankful to other faculty members whose able guidance in this project makes
(Ajaj Ahmad)
Preface
Project Report is an important part of the Management studies. It bears immense
important in the field of Business Management. It offers the student to explore the
valuable treasure of experience and an exposure to real work culture followed by the
industries and thereby helping the students to bridge gap between the theories explained
we can understand the real world in which he has to work in future. The theories greatly
enhance our knowledge and provide opportunities to blend theoretical with the practical
knowledge where researcher gets familiar with certain aspect of research. I feel proud to
(Ajaj Ahmad)
TABLE OF CONTENT
1. Introduction 1
2. Company Profile 4
3. Research Objectives 5
4. Research Methodology 6
5. Data Analysis 8
6. Findings 21
7. Conclusion 22
8. Suggestions 23
9. Bibliography 24
10. Annexure 25
Introduction
Introduction
The Internet, as a mean for both firms and individuals to conduct business, is
nowadays one of the most widely used non-store formats.With popular trends and
demands the concept of the Internet as the way forward to increase profit margins,
companies new and old are creating websites here and there. The significance for
retailers to having a web site is that a web site is informational and transactional in
nature, as the web site can be used for advertising and direct marketing; sales;
customer support and public relations.It has been more than a decade since business-
cyberspace.
Internet is changing the way consumers shop and buy goods and services, and has
rapidly evolved into a global phenomenon. Many companies have started using the
Internet with the aim of cutting marketing costs, thereby reducing the price of their
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 theproduct from a particular store. Many experts are
A brand is the idea or image of a specific product or service that consumers connect
with, by identifying the name, logo, slogan, or design of the company who owns the
idea or image. Branding is when that idea or image is marketed so that it is
recognizable by more and more people, and identified with a certain service or
product when there are many other companies offering the same service or product.
Advertising professionals work on branding not only to build brand recognition, but
also to build good reputations and a set of standards to which the company should
branding allows companies to build their reputations as well as expand beyond the
original product and service, and add to the revenue generated by the original brand.
Initially, Branding was adopted to differentiate one person's cattle from another's by
means of a distinctive symbol burned into the animal's skin with a hot iron stamp, and
was founded by Sachin Bansal and BinnyBansal in 2007. In its initial years, Flipkart
focused on online sales of books, but it later expanded to electronic goods and a
variety of other products. Flipkart offers multiple payment methods like credit card,
Flipkart went live in 2007 with the objective of making books easily available to
anyone who had internet access. They’re present across various categories including
With over 11.5 million book titles, 11 different categories, more than 2 million
registered users and sale of 30000 items a day, they’re one of the leading e-commerce
Their success is largely due to their obsession with providing customers a memorable
EMI options, free shipping - and of course the great prices that they offer. Then
there's dedicated Flipkart delivery team that works round the clock to personally make
sure packages reach on time. For now they're present in 27 lucky cities, but don't
phases and quantitative or qualitative techniques. A methodology does not set out to
Research design -The research design refers to the overall strategy that you choose
to integrate the different components of the study in a coherent and logical way,
thereby, ensuring you will effectively address the research problem; it constitutes the
way. More simply put, descriptive research is all about describing people who take
Universe-Muzaffarpur
Sample Size- 50
Sampling method refers to the rules and procedures by which some elements of the
population are included in the sample. Some common sampling methods are simple
limited number of individuals possess the trait of interest. It is the only viable
sampling technique in obtaining information from a very specific group of people. It
sample.
The two main sources of data for the present study have been primary data and
secondary data.
1. Primary Data:
The primary data for this research study was collected through a direct survey with
the viewers guided by a structured questionnaire. The questions were structured and
2. Secondary Data:
having been collected for specific purpose in the study. The secondary data for this
study collected from various books, company websites, and from company
brochures.
prompts for the purpose of gathering information from respondents. Although they are
often designed for statistical analysis of the responses, this is not always the case.
Data Analysis
Q1. To know the age of the respondents?
Respondents
15-20 20-25 25-30 30& above
14% 6%
32%
48%
INTERPRETATION
The above diagram shows us the percentage in the age of respondents. As it shows that
from age 15-20 the number of respondents are32 % and from age of 20 -25 it is 48 %
and from 25-30 it is 14% this is the above data which is shown by the this pie chart.
Q2 To know the gender of the respondent
Gender Respondents %of Respondents
Female 43 86
Male 7 14
Total 50 100
Respondents
14%
Female
Male
86%
INTERPRETATION
As our respondents are mostly from the students and professional in Lucknow city who
uses cards. I use to get more data from males as they were ready to give their
experiences, it this graph itself is showing more percentage of males rather than
females, the percentage of male respondents is 86% and percentage of female
respondents is only 14%.
Q3 TO KNOW THE DEMOGRAPHY WHETER RESPONDENT LIVE IN
RURAL OR URBAN AREA.
Rural 12 24
Urban 38 76
Total 50 100
Respondents
Rural
Urban
INTERPRETATION
The above diagram is showing the percentage of demography of respondents and what
is the percentage of respondents who lives in rural or urban region, the above diagram is
showing that 76% of the respondents are from urban areas and 24% of the respondents
are from rural area.
Q4 TO KNOW THE OCCUPATION OF THE RESPONDENTS
Student 40 80
Professional 4 8
Govt.employee 0 0
Self employed 4 8
Others 2 4
Total 50 100
No of respondents
Student
Professional
Self employed
Others
Figure 4.4
INTERPRETATION
This graph help us to know the occupation of the respondents, this is to know that
which segment of people are buying more products on the internet whether they are the
segment of students government employees or professional, the above graph shows that
the segment of the students i.e. 80% of the students are using internet and use to buy
online products.
Q5. TO KNOW THE MONTHLY INCOME OF THE REPONDENTS?
respondents
INTERPRETATION
This above graph shows the percentage of monthly income of the different
respondents, and it show that less than 10000 income respondents have buyed more
online products because most of them are students and they use to buy gadgets,
mobiles and laptops.
Q6 TO KNOW WHAT MOTIVATES PEOPLE TO DO ONLINE SHOPPING
Respondents
Easy payment
No hidden cost
Wide range of products
No travel to shop
INTERPRETATION
This graph shows us what motivates the people to buy internet, as from above result we
found out that no travel to shop is the main thing which motivates the people to buy
products online.
Q7 TO KNOW WHETHER CONSUMERS ARE GETTING COMPETITIVE
PRICE
Yes 33 66
No 14 28
Cant, say 3 6
Total 50 100
respondents
INTERPRETATION
This diagram shows us that whether online marketers are giving competitive price or
not and result which is came is that most of the people thought that online marketers are
providing competitive prices than physical stores. And result shows 66% of people say
that it provides competitive prices and only 28% people says no.
Q8 what products do you buy online
Respondents
Cloths
Mobile
computer and accessories
Others
INTERPRETATION
The above graphs gives result that most of time people use to buy cloths 72%.
Q9. DO YOU FEEL THAT ONLINE SHOPPING IS BETTER THAN
SHOPPING AT PHYSICAL STORE
Respondents
Yes
No
Cant ,say
INTERPRETATION
After analyzing the above graph shows that the people are in favour of that online
shopping is better than physical store, The percentage of people who says online
shopping is better is 60% and the people who says it not good is 30 %. Still the
percentage of people who says yes is more than other who says no.
Q10. WHICH OF THE FOLLOWING STORES HAVE YOU VISITED
Flipkart 20 40
Snapdeal 17 34
Amazon 6 12
Myntra 3 6
Others 4 8
Total 50 100
Respondents
Flipkart
Snapdeal
Amazon
Myntra
Others
INTERPRETATION
This graph shows that 40% people use to visit Flipkart for online shopping,34% use to
go at snapdeal because % of people who buys cloths is more than any other products so
people mostly visits Flipkart, 12 % people do at Amazon shopping and for other people
use to visit at Best Buy and others.
Q11 WHAT FACTORS HELP YOU TO DECIDE WHICH SITE TO
USE FOR ONLINE SHOPPING?
respondents
Search engine
Personal recomdations
Special offers on sites
Online advertising
TV advertising
Others
INTERPRETATION
This diagram shows us what affects people to buy products on internet and it shows that
32% people came to know about shopping sites through online advertisements. And
they attracted towards it and start getting products from there. And 20% people decision
is affected by special offers by the offers and the discounts given by the sites.
Q12 HOW YOU MAKE YOUR PAYMETS ON THE INTERNET
respondents
INTERPRETATION
This diagram shows that mostly people uses COD to pay their payments 60% people,
10% through bank transfer and 20% through Credit Card.
Q13. HAVE YOU FACE ANY PROBLEMS WHILE SHOPPING ONLINE
respondents
Yes
No
cant say
INTERPRETATION
This graph shows that whether people faces any problem while doing online shopping
or not and the result shows that 48% people says that they have faced problem while
buying online and 28% people says that they don’t face any problem and 14 says that
we can’t say.
Findings
Researcher found that most of the time youngster who are from the age of 20-
25 shops a lot on the net rather than other age limits. People used to do online
The three factors that were found show a significant in influencing online
shoppers and consumers. The general distribution showed that the price was
the primary factor for the entire sample population, and that second factor was
segment were mainly trust oriented and the respondents had a high positive
Other was mainly price and convenience oriented therefore took the most
they low disposable income and were somewhat convenience oriented when
acquiring information about low prices, chose to label them price easers.
The main thing which is very common in the most of the people about online
Increased Internet penetration, a hassle free shopping environment and high levels of
Net savings see more and more Indians shopping online. But at the same time the
companies need to reduce the risks related to consumer incompetence by tactics such
computers and other aids in stores. The goal is not to convert all shoppers to online
purchasing, but to show them its an option. In addition to above, efforts need to be
taken to educate the online buyers on the steps that need to be undertaken while
captured to identify flaws in service delivery. This can be done through online
communities and blogs that serve as advertising and marketing tools and a source of
feedback for enterprises. I found that it is a challenge for E-marketers to convert low
frequency online buyers into regular buyers through successful website design and by
addressing concerns about reliable performance. Thus, the online retailing raises more
issues than the benefits it currently offers. The quality of products offered online and
procedures for service delivery are yet to be standardized. Till the same is done, the
the online sellers have to make their payment transparent, and as people are
Retailers have to give more discounts to their customers so that they can visit
again and again to their site and it also helps to make people more aware about
Transaction of money is very slow they have to make it fast so that customer
dont have to face much problem to pay for the product, if customer is going to
face some problem he is not going to visit our site and buy products.
The online advertisement must made for products in other website must have
The retailers must make sure that their website is out of malwares and virus
attacks.
Discount price
Fast transactions
Company.
Marketing,Macmillion, Delhi.
Websites:
1) http://analogik.com/article_analysis_of_consumer_behaviour_online.asp [27april
2010]
3) http://www.tealeaf.com/Harris/[12april]
4)http://inderscience.metapress.com/app/home/contribution.asp?
referrer=parent&backto=is
sue,2,6;journal,15,40;linkingpublicationresults,1:110844,1[11april 2010]
5)http://www.inderscience.com/search/index.php?
action=record&rec_id=32383&prevQuer y=&ps=10&m=or1m[12 may 2010]
Questionnaire
1. Age : _____________________
2. Gender: ______________________
3. Live In Rural OR Urban Area:_____________________
4. Occupation
a) Student
b) Professional
c) Govt. employee
d) Self employed
e) Others
5. Monthly Income
a) Less than 5000
b) 5000-10000
c) 10000-15000
d) 15000-40000
e) 40000 & above
7. Do you feel that the online marketers Are providing competitive prices?
a) Yes
b) No
c) Cant, say
8. What products do you buy online?
a) Books
b) Music
c) Cloths
d) Mobile
e) Computer & Accessories
a) Yes
b) No
c) Cant ,say
a) Flipkart
b) Snapdeal
c) Amazon
d) Myntra
e) Others
11. What factors help you to decide which site to use for online shopping?
a) Search engine
b) Personal recommendations
c) Special offers on sites
d) Online advertising
e) TV advertising
f) Others
12. How You Make Your Payments on the Internet?
a) Credit card/ debit card
b) Bank transfer
c) COD
d) Other
a) Yes
b) No
c) can’t say