Coustmer-Perception Towards-Flipkart

CHAPTER-1
INTRODUCTION TO PROJECT
Customer perception is the study of individuals, groups, or organizations and the processes
they use to select, secure, and dispose of products, services, experiences, or ideas to satisfy needs
and the impacts that these processes have on the consumer and society. It blends elements from
psychology, sociology, social anthropology and economics. It attempts to understand the
decision-making processes of buyers, both individually and in groups. It studies characteristics of
individual consumers such as demographics and behavioral variables in an attempt to understand
people's wants. It also tries to assess influences on the consumer from groups such as family,
friends, reference groups, and society in general.
Customer perception is a marketing concept that encompasses a customer's impression,

awareness and/or consciousness about a company or its offerings. Customer perception is
typically affected by advertising, reviews, public relations, social media, personal experiences
and other channels.
Customer perception study is based on consumer buying behavior, with the customer playing the
three distinct roles of user, payer and buyer. Research has shown that consumer behaviorism
difficult to predict, even for experts in the field. Relationship marketing is an influential asset for
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customer perception analysis as it has a keen interest in the re-discovery of the true meaning of
marketing through the re-affirmation of the importance of the customer or buyer. A greater
importance is also placed on consumer retention, customer relationship management,
personalization, customization and one-to-one marketing. Social functions can be categorized
into social choice and welfare functions. The ultimate goal of most businesses is to increase sales
and income. Ideally, you want to attract new customers to your products and encourage repeat
purchases. Brand awareness refers to how aware customers and potential customers are of your
business and its products.
Brand Awareness is the extent to which a brand is recognized by potential customers, and
incorrectly associated with a particular product. Expressed usually as a percentage of target
market, brand awareness is the primary goal of advertising in the early months or years of
a product's introduction. Brand awareness is the extent to which the consumer associates the
brand with the product he desires to buy. It is the brand recall and the brand recognition of the
company to the consumers. Brand recall is the ability of the consumer to recollect the brand with
reference to the product whereas brand recognition is the potential of the consumer to retrieve
the past knowledge of the brand when enquired about the brand or shown an image of the brand
logo.
Brand awareness is an essential part of brand development which helps the brand to stand out
from the others in this monopolistically competitive market. Digital marketing involves the
promotion of products and services using digital distribution channels that reach consumers in a
timely, relevant, personal, and cost effective manner. At high level, digital channels can have
many categories, such as the internet, mobile, digital outdoors, and any form of interactive digital
media. Each category has multiple digital tools/sub E channels that can support digital
marketing. These include:
 Internet- Email banner ads, dedicated websites, pop-up ads, sponsored content, paid
keyword search, podcasts, etc… Newer channels comprise social networks, blogs, wikis,
widgets, virtual words, online gaming etc…
 Mobile- SMS,MMS, mobile Web, mobile application and mobile
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 video Digital outdoors – Stills,/ video digital display, interactive kiosks
Interactive digital medium – interactive television channels any combination of the above

channels can be used to gain maximum visibility with utmost impact among targeted customers,
thereby enabling more business at a reasonable cost. While digital channels empower marketers
with a tremendous advantage in terms of their extensive reach, leveraging their potential requires
effective management of multiple channels with complex variables to realize optimal value.
Factors influencing consumer to shop online
Though there are several factors that influence consumers to shop online, but there are mainly
four factors which influence consumer to shop online after reading literature in the field on
consumer attitudes towards online shopping and these factors are discussed below in brief.
Convenience
Convenience factor refers that it is easy to browse or search the information through online is
easier than the traditional retail shopping. Through online, consumers can easily
search product catalogue but if the consumer look generally for the same product or item in atrad
itional store manually it is difficult to visit physically and time consuming also. Convenience has
always been a prime factor for consumers to shop online. According to the Robinson, Riley,
Rettie and Wilsonz (2007) the major motivation for online purchasing is convince in terms of
shop at any time and having bundles of items delivered at door step.
Rohm and Swaminathan‘s (2004) claims in ―typology of online shoppers into‖: Convenience
shoppers, balanced buyers, variety seekers and store-oriented shoppers, based upon
their present shopping motivation. Through online purchase consumers can easily compare the pr
ice than the traditional purchase. So price comparison is also another convenience factor of
online shopping.
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Time saving
Time savings is one of most influencing factors of online shopping. Browse or search an online
catalogue can save time and patience. People can save time and can reduce effort by shopping
online. One possible explanation that online shopping saves time during
the purchasing of goods and it can eliminate the traveling time required to go to the traditionalsto
re. On the other side, some respondent think that it is also time taken for delivery of goods or
services over online shopping.
Unexpectedly time saving is not the motivating factor for the consumers to shop online (Corbett,
2001) because it takes time receiving goods or delivery. But time saving factor
can be seen through different dimensions i.e. ―person living in Florida can shop at Harod‘s in
London (through the web) in less time than it takes to visit the local Burdines department store
so the importance of the time saving factor cannot be neglected as motivation behind online
purchasing. Additionally Goldsmith and Bridges (2000) emphasize that there is a discrimination
between online shopper and non-online shoppers, online shoppers are more worried about
convenience, time saving and selection whereas non online shoppers are worried about security,
privacy and on time delivery.
Website design/features
Website design and online shopping activity is one of the vital influencing factors of online
shopping. Website design, website reliability/fulfillment, website customer service and website
security/privacy are the most attractive features which influence the perception of the consumer
of online buying Shergill & Chen (2005). Kamariah and Salwani (2005) claims the higher
website quality, the higher consumer intends to shop from internet.
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Web design quality has important impacts on consumer choice of electronic stores, stated by
Liang and Lai (2000). Website design one of the important factor motivating consumers for
online shopping. Website design features can be considered as a motivational factor that can
create positive or negative feelings with a website. If website is designed with quality features it
can guide the customers for successful transactions and attract the customers to revisit the
website again. However, worse quality website features can also hamper online shopping.
According to Liang and Lai (2000), web design quality or website features has direct impact on
user to shop online.
Security
Security is another dominant factor which affects consumers to shop online. However many
internet users avoid online shopping because of credit card fraud, privacy factors, non-delivery
risk, post purchase service and so on. But transaction security on the online shopping has
received attention. Safe and secured transaction of money and credit card information increases
trust and decreases transaction risk. In 1995, UK has introduced Fraud free electronic shopping
and later on Europe and Singapore introduced secured electronic transaction (SET). According to
Bhatnagar and Ghose (2004) Security is one of the attribute which limits buying on the web as
they claim that there is a large segment of internet shoppers who don‘t like to buy online because
of their thinking about the security of their sensitive information
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1.1 SIGNIFICANCE of the study
The significance of the study on training and development by the new researchers has increased
due to rapidly changing technology and work culture in industrial environment due to an
increasingly skilled workforce and very competitive global marketing. Training is very much
essential to upgrade skills of employees in this scenario, for the development of self as well as
the organization.
Thus, study on training and development is extremely important as it reveals and identifies the
lacunas in the training policy and the areas where the organization can improve for the
betterment of the organization as well as the industry.
1.2 OBJECTIVES OF THE STUDY
 To find the factors that leads a website user to return to or recommend the website
Flipkart.com.
 To discover the key factors that influence online buying behavior of consumers in India
 To identify who are the online shoppers in terms of demography
 To understand the customer awareness on Flipkart.com
 To determine the factors responsible for customer satisfaction
This analysis is based on solely on the perception of individuals who have gone through
this process. The outcome will depict whether difference in perception exists between
two levels of employees or not.
1.3 SCOPE OF THE STUDY
1. It gives information to prospective customer.
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2. Help us gain independent knowledge about the customer perception of the complete travel online
company.
3. The studies help companies to get additional research information
4. It facilities evaluation of brand names and customers satisfaction 3
1.4 STATEMENT OF THE PROBLEM
Analysis of Customer perception towards online shopping on Flipkart.com. Basically it is

important to investigate the motivation behind consumer purchase but it is equally important to
find us how the consumers form perception and behaviors towards online buying because
consumer perception towards purchasing online is a conspicuous factor affecting actual buying
behavior. One of the researches is to work on factors that influence customers to buy online from
Flipkart.com, and have decided to study four factors such as convenience, time saving, Website
features, and security. And along with this the study for out of stock on highly discounted items
also will be done. However, customer‘s willingness to purchase online could be affected by one‘s
individual needs and these needs can be Need for cognition‘. Taking these aspects into account, a
survey is conducted to know the perception towards online shopping on Flipkart.com
1.5 LIMITATIONS OF THE STUDY
No research is complete without admitting the limitations that was faced while conducting a
study which will contribute to present learning. This study too like the others have certain
constrains which has been discussed below.
I. The study was restricted to Bangalore city only

II. The study is mainly concentrated on Flipkart.com.com
III. The sample of the size will be limited to time and resources
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IV. The information will be collected valid until there is no any technical change or any
innovation
V. The result is assuming that respondents have given accurate information
1.6 CONCEPTUALISATON
Customer perception is defined as the way that customers usually view or feel about certain
services and products. It can also be related to customer satisfaction which is the expectation of
the customer towards the products. When a customer purchases a service, the attitude of the
customer is the function of Value, Quality and the satisfaction level of the customer. The value
of the service is determined as the price or time he is going to spend for a particular service.
Customer testifies the quality of a service, either by his own past experience or by the
communication of the service provider. After the consumption of the service the customer
measures the satisfaction level he gets from consuming the service. Thus the customer perception
regarding a service is framed by:-
1. The value of the service

2. The quality of the service.
3. The satisfaction level from the service.
4. Since the optimum level of the Value, Quality, Satisfaction from a service is always
acceptable to the customer.
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CHAPTER-2
INTRODUCTION TO INDUSTRY AND COMPANY
2.1 INDUSTRY PROFILE
2.1.1 RETAIL INDUSTRY
India is the second fastest growing economy in the world. It is third largest economy in the world
in terms of GDP and fourth largest economy in terms of Purchasing Power Parity. India presents
a huge opportunity to the world at age, to use as a hub. Standing on the threshold of a retail
revolution and witnessing a fast changing retail landscape, India is all set to experience the
phenomenon of global village. India tops in the list of emerging market for global retailer and
India‘s retail sector is expanding and modernizing rapidly in line with India‘s economic growth.
The future is promising; the market is growing, government policies are becoming more
favorable and emerging technologies are facilitating operations. Retailing in India is gradually
inching its way toward becoming the next boom industry. The whole concept of shopping has
altered in terms of format and consumer buying behavior, ushering in a revolution in shopping in
India. Modern retail has entered India as seen in sprawling shopping centers, multi-storied malls
and huge complexes offer shopping, entertainment and food all under one roof. The Indian
retailing sector is at an inflexion point where the growth of organized retailing and growth in the
consumption by the Indian population is going to take a higher growth trajectory. The Indian
population is witnessing a significant change in its demographics. A large young working
population with median age of 24 years, nuclear families in urban areas, along with increasing
working
women population and emerging opportunities in the services sector are going to be the key gro
wthdrivers of the retail sector in India. Retailing in India is evolving rapidly, with consumer
spending growing by unprecedented rates and with increasing no of global players investing in
this sector. Organized retail in India is undergoing a metamorphosis and is expected to scale up
to meet global standards over the next five years. India‘s retail market has experienced enormous
growth over the past decade. The most significant period of growth forth sector was between
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year 2000 & 2006, when the sector revenues increased by about92.5% translating to an average
annual growth of 12.3%.The sectors growth was partly are flection of the impressive Indian
economic growth and overall rise in income level of consumers. Apparels and consumer durables
are the fastest growing vertical in the retail sector. Mobile phone as a product category has
witnessed the highest growth in the consumer demand amongst all retail products offering, with
increasing penetration of Telecommunication in towns and villages. The telecommunication
sector has been adding on an average 5 million new users every month. The other product
categories are gaining traction predominantly in the urban areas and emerging cities, with
increasing average income and spending power of young urban India.
2.1.1.1 History of Retailing
Store; commonly a shop or stall for the retail sale of commodities, but also a place where
wholesale supplies are kept, exhibited, or sold. Retailing— the sale of merchandise to the
consumer — is one of the oldest businesses in the world and was practiced in pre historic times.
Total retail sales, which include retail stores and eating establishments, topped $2.7 trillion in the
United States in 1998. Currently, there are over 1.5 million retail establishments employing over
19.8 million people. Most are small. One third of all retail establishments have no paid
employees; about 43% have fewer than 10 employees. Larger stores, with over$500,000 in
annual sales, account for three quarters of all retail sales. The 50 largest retailers control about
one fifth of the market, and stores with ten or more branches account for 95%of all department
store sales, 56% of all drugstore sales, half of all shoe sales, and 57% of all grocery store sales.
2.1.1.2 The Development of Retail Stores
The earliest form of retail merchandising was probably the exchange of food and weapons; later
came traders and peddlers, and by 3000 BC shops had become common. During the Greek and
Roman period, stores, including many specialty shops, developed in the form of open booths,
attracting large cosmopolitan crowds. After the decline of the Roman Empire
Barter became more important, but by the 14th cent. Retail trade again assumed importance.Mer
chants, who in early times were viewed with suspicion, rose in the social scale. Small stores,
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each carrying its special line of goods, reached their peak in the 18th cent. The wholesale
business developed, and traveling salesmen and standard prices came into general use. In the
United States the general store preceded the single-line store and is still common in small rural
communities. In late 19th cent, the department store came into being — a large- scale general
store or a combination of single-line stores in which each line of merchandise is operated as a
separate department. Such stores provide the convenience of easy accessibility to a large variety
of goods. Modern department stores have been vital to the development of shopping centers and
malls, huge retail developments that contain a wide variety of stores and services. Retail
concerns that do business principally through the mail are called mail-order houses. In the United
States among the first and largest were Montgomery Ward (founded 1872) and Sears, Roebuck,
& Company (founded 1886), which sold their goods to rural residents by means of annual
catalogues. Both later developed warehouses and retail stores in many urban communities;
Montgomery Ward closed in 2001, and Sears was merged with Kmart
to become a subsidiary of the Sears Holdings Corporation in 2005. Many mail-order housesnow
also depend on orders placed over the telephone and via the Internet. Development of the World
Wide Web on the Internet has given rise to companies, such as Amazon.com, that sell goods
exclusively through an Internet site, or on-line "store," shipping purchases by mailer other
carriers. Chain stores, though known in earlier times, first developed their modern form in 1859,
when the Great Atlantic and Pacific Tea Company (A&P) standardized the quality and price of
all merchandise sold in its stores. Through central management, quantity purchasing,
standardization of business methods, and limited individual service, the chains are often able to
sell their goods well below prices charged by independent stores. Chain stores were once typified
by five-and-ten-cent stores (e.g., F. W. Woolworth Company, which operated such stores until
1998), but the most common forms now are discount superstores (e.g., Wal-Mart; see Walton,
Sam), bakeries, tobacco stores, drugstores, groceries, and department stores. Consumers'
cooperative stores (see cooperative movement) have been established in European the United
States. Discounting merchandise became widespread after World War II, and stores specializing
in discounted merchandise have become the fastest growing segment of the retail industry. The
"discount club," where shoppers must pay a fee to become member sand name-brand products
are sold at a discount (often packaged in multiples or very large containers), became popular in
the 1990s.
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2.1.1.3 Indian Retailing Industry
India represents an economic opportunity both as a global base and as a domestic market. The
real GDP is expected to grow at 8-10 percent per annum in the next five years and consuming
class with annual Household incomes above Rs. 90,000 is expected to rise from about 370million
in 2006-07 to 620 million in 2011- 12. India‘s vast middle class and its almost untapped retail
industry are key attractions for global retail giants wanting to enter newer markets. The Retail
Sector of Indian Economy is going through the phase of tremendous transformation. The retail
sector of Indian economy is categorized into two segments such as organized retail sector and
unorganized retail sector with the latter holding the larger share of the retail market. At present
the organized retail sector is catching up very fast. The impact of the alterations in the format of
the retail sector changed the lifestyle of the Indian consumer drastically. The evident increase in
consumerist activity is colossal which has already chipped out a money making recess for the
retail sector of Indian economy. The debate over the future of India's retail sector has arisen
because people are questioning whether the public land used for these malls, the ultimate symbol
of consumerism, is being put to good use. The crucial sectors of the economy are on a self-
trajectory. The IT industry, telecommunication industry and many other industries have seen
unprecedented growth during the last couple of years. But one industry that has caught the eye of
the common man at almost every turning on the road is the Booming Retail Industry. There is a
hue and cry over the entry of private organized retailers ‘entry in Indian retail industry.
Instances are : Entry of reliance fresh andRPG Spencer‘s which faced nationwide protests.
Critics argue they have done nothing to change many people's lives. In fact, because the malls
are offering attractive prices, they are squeezing out the small traders who can no longer afford
to compete - thereby sharpening the divide between the rich and poor in India. But according to
report of ICRIER, organized and unorganized retail will not only coexist but also grow
substantially. With the onset of a globalized economy in India, the Indian consumer's psyche has
been changed. Nowadays the Indian consumers are well versed with the concepts about quality
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of products and services. These demands are the visible impacts of the Retail Sector of Indian
Economy. Despite the protests of the local Bania the mighty W is finally here. Wal-Mart will be
setting malls in India in association with Sunil Mittal Bahrti Group; other international big
players like Carrefour, Tesco and Auchan have also shown interest in the industry.
2.1.1.4 Meaning of Retail
The word retail is derived from the French word retailer, meaning to cut a piece off or
to break bulk. In simple terms, it implies a first-hand transaction with the customer. Retailingcan
be defined as the buying and selling of goods and services. It can also be defined as the timely
delivery of goods and services demanded by consumers at prices that are competitive end
affordable. Retailing involves a direct interface with the customer and the coordination
of business activities from end to end- right from the concept or design stage of a product oroffer
ing, to its delivery and post-delivery service to the customer. The industry has contributed to the
economic growth of many countries and is undoubtedly one of the fastest changing and dynamic
industries in the world today.
2.1.1.5 Current scenario of Indian Retail Market
The size of Indian retail industry is more than US $350 billion but it is highly unorganized. The
organized sector has started developing in the past few years. Many International brands have
entered the market. With the growth in organized retailing, unorganized retailers are fast
changing their business models. In Indian retail sector organized retail is a recent phenomenon. It
is a zero-sum game between2 players:
a) Organized sector &
b) Unorganized sector.
One screen on the desktop, including phone, fax, e-mail, IM, voice mail and teleconferencing.
Voice communications will be digitized and archived, just as e-Mail is today. A user‘s
communications tools will move seamlessly from the desktop to the mobile device.
Convergence: The Internet is about saving time (and therefore saving money), and
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the potential of the Internet has barely been tapped. New methods of taking advantage ofefficien
cies are becoming widely accepted, as access to high-speed broadband Internet connections
becomes commonplace. Users of the Internet (both business and consumer) are multiplying
around the globe, and many companies are earning terrific profits in the process of serving those
users. The long- awaited phenomenon of ―convergence‖ of entertainment, computing and
communications arrived around 2004 and has been moving forward at high speed ever since.
Now, the latest televisions come equipped with built-in Internet connections. This is going to
create radical changes in the way TV viewers obtain their movies and TV programming over the
near term. For example, subscribers to Netflix are able to stream downloaded movies directly to
their Internet-connected TV sets. In these markets, Online shopping amounts to a significant
share of sales. Meanwhile, many of the world‘s largest storefront retailers now operate some of
the most-visited Internet sites.
2.1.2.2 A Brief History of the Online Sector:
The e-commerce and Internet sector has evolved rapidly, going through several distinct stages
since its beginnings in the 1970s: The Internet is born: First, there were the early days, when the
Internet was seen by many as are alms for techies only, one that would produce few, if any, and
commercial enterprises. Initially designed in 1973, the Internet was a series of communication
protocols written by Vinton Cerf as part of a project sponsored by the U.S. Department of
Defense‘― Defense Advanced Research Projects Agency‖ (DARPA). The first demonstration of
a three-network internet protocol-based connection occurred in November 1977. Eventually, a
well-enabled Internet was rolled out in 1983, primarily as a failsafe method of defense
communications and as a means for researchers at various universities to communicate.
The Web is created: Next, the World Wide Web and the coding language of HTML
were conceived in 1989 and implemented between 1990 and 1993 by Tim Berners-Lee, enabling
an ever-ending hyperlinked cyber world where sharing unlimited data became user-friendly t
hanks to the magic of linked pages. The Boom Ensues: Starting in 1993 and 1994, entrepreneurs
and financiers realized that hyperlinked, electronically posted data could be commercialized with
vast, global potential. A dramatic revolution in retailing, publishing and entertainment was
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visualized, one in which consumers and business people alike would eagerly pay for the
convenience of online shopping, trading and viewing of published data. An economic boom
ensued, the likes of which hadn‘t been seen since the beginnings of earlier technological
breakthroughs: electricity, the railroad, the telephone, the automobile and the passenger-carrying
airliner. Thousands of hopeful new businesses were launched. Capitalization for these new
Internet-enabled companies ranged from cash-strapped ventures launched with Visa card credit
lines, to companies like Web Van that received vast sums from professionally managed venture
capital firms only to fail miserably. Roughly 6,000 new firms of significant size raised
accumulative total of more than $100 billion in venture capital in the boom period (1994-
2000).About 450 of these companies sold their stock to the public via IPOs (initial public
offerings).Stock markets soared and instant billionaires were made. Individuals and families
from all walks of life bet their savings on technology stocks and watched their wealth rise
quickly. Venture funds that cashed out early reaped phenomenal gains, and financiers easily
found additional investors for new venture capital pools. The NASDAQ index of stocks rose
to5000 by early in the year 2000, and the Chairman of the Federal Reserve warned of
―exuberant optimism.‖ some said this boom couldn‘t last— others said it was the beginning of a
―new economy‖ that would last forever.
The Bust: In mid-2000 the Internet industry entered a bleak and dreary phase after the NASDAQ
collapsed in March, bringing the entire sector to its knees. Hundreds of thousands of people
lost their jobs. Stock portfolio values plummeted. Thousands of firms closed their doors, filed
bankruptcy, downsized or were scooped up at bargain prices by competitors. Sellers of hardware,
software, consulting and telecommunications services suffered mightily. Entrepreneurs found it
nearly impossible to raise funds to launch or sustain their businesses.
The dream of a ―new economy‖ became a nightmare for some—Profits still matter; business

cycles still happen.
The Reality Phase:
By early 2003, this sector‘s dark clouds were abating, and―reality phase‖ was taking shape.
Well-conceived, Internet-based businesses were proving their value. Consumers had become
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devoted fans of buying over the Internet. Businesses of all types were finding that the Internet
creates true operating efficiencies and drives profitability. For example, while most of the airline
industry suffered terribly in recent years, value-based discount airlines southwest and JetBlue
enjoyed superior financial performance, in no small part because of their use of ecommerce to
efficiently book reservations and sell tickets online. ―Efficiency‖ is the most important factor in
the e-commerce and Internet sector‘s newfound success. Consumers find the Internet to be a
terrific way to efficiently expend their shopping and banking efforts. Travelers find the Internet
to be an efficient way to book hotels rooms and airplane seats. Corporate procurement managers
find the Internet to be the most efficient way to purchase needed goods and inventory. Hundreds
of millions of people worldwide find e-mail, instant messaging and VOIP telephony to be the
most efficient ways to communicate. Low Costs Fuel the Steady Global Growth Phase: Today,
access to fast Internet, both wired and wireless, is available at bargain prices in a growing
footprint across the globe. Even in relatively undeveloped nations, both consumers and
businesses have grown to rely on the Internet for everyday needs. The ―second billion‖ set of
users worldwide has been reached, and the third billion is clearly in sight over the mid-term, as
cheaper devices continue to proliferate. Mobile computing is accelerating at blazing speed thanks
to inexpensive cell phone plans offering enhanced Internet access. Meanwhile, the cost of
developing and maintaining web sites has plummeted, opening the door to millions of self-
funded entrepreneurs, and making it easier for venture capital firms to fund start-ups using low
amounts of cash. Trends such as open software and cloud computing, along with modular
development tools, have made it easier, faster and cheaper to start sophisticated web sites.
2.1.2.3 History of Online Shopping
History of Online Shopping starts not so long ago. Tim Berners-Lee created "The Worldwide
Web Browser" in 1990. In1994 few other developments took place. Online bank, the first of its
kind opened this year. Another development was opening of online pizza shop by pizza hut
.Today more and more people prefer to buy products from online stores in India, as you can find
wide categories of products right from gadgets, clothes, footwear, furniture,
jewellery, books, music, and gifts to many more. So, whichever product you wish to buy, you si
mplyneed few clicks and the product will be delivered to your doorstep.
2.1.3 E-COMMERCE: A MAJOR INDUSTRY TREND
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Electronic commerce, or e-commerce, involves the sale of goods and services via electronic
means -principally over the internet, although sales via television (terrestrial, cable, andsatellite)
are also included. E-commerce can be further divided into the following sectors: business-to-
business (B2B), business-to-government (B2G), consumer-to-consumer (C2C), government-to-
business (G2B), government-to-citizen (G2C), and business-to-consumer (B2C). Retailers that
rely primarily on e-commerce to sell goods or services are often referred to as e-trailers.
Electronic commerce
"(or e-Commerce) refers to the use of an electronic medium to carry out commercial transactions.
Most of the time, it refers to the sale of products via Internet, but the term
E-commerce also covers purchasing mechanisms via Internet (for B-To-B).A client who
purchases on the Internet is called a
Cyber- consumer
 E-commerce is not only limited to online sales, but also covers:

 Preparation of estimates online
 Consulting of users
 Provision of an electronic catalogue
 Access plan to point of sales
 Real-time management of product availability (stock)
 Online payment
 Delivery tracking
 After-sales service
In certain cases, electronic commerce makes it possible to highly customize products,

in particular when the electronic commerce site is linked with the production system of theenterp
rise (e.g. business cards, customized items such as T-shirts, cups, caps, etc.)Finally, insofar as
electronic services and products are concerned (mp3files, software programs, e-
books, etc.), electronic commerce makes it possible to receive the purchase in Avery short time,
if not immediately.
2.1.2.1 Online stores
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Most electronic commerce sites are online stores which have at least the following elements at
the front-office level:
An online electronic catalogue
 listing all products for sale, their price and sometimes their availability (product in stock
or number of days before delivery);
 A search engine
Which makes it possible to easily locate a product via search criteria (brand, price range,
key word, etc.);
 A virtual caddy
System (sometimes called virtual cart): This is the heart of the e-commerce system. The
virtual caddy makes it possible to trace the purchases of the client along the way and modify the
quantities for each reference;
 Secure online payment
(Accounting) is often ensured by a trusted third party (a bank) via a secure transaction;
 An order tracking
System, which allows tracking of order processing and sometimes provides information

on pickup of the package by the shipper. A back office system allows the online dealer to
organize its offerings online, modify prices, add or remove product references as well as manage
and handle client orders. Retailing over the internet generally takes one of two forms:
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 Cybermalls
—the most famous cybermall is eBay, which offers access to products from a variety of
independent retailers.
Individual websites — most major retailers now have their own websites, which complement
their traditional ―bricks-and-mortar‖ outlets. Some retailers operate solely over the internet.
In terms of television sales, programs on dedicated shopping channels generally feature

a presenter who demonstrates products on air. Viewers can buy these products by telephoning an
order line with their credit card details, or, in the case of interactive television services, by using
their remote control. Recent years have seen the development of a variety of selling techniques,
including on-air auctions.
2.1.2.2 About E-commerce
E-commerce is most closely associated with the internet, and has developed in tandem with the
growth of the medium. Indeed, e-commerce initially became possible with the opening up of the
internet to commercial users in the early 1990s. However, it wasn‘t until the latter half of the
decade that companies really began to exploit the internet‘s commercial potential.
A number of start-up companies, such as Amazon and eBay, have exploited the power of the
internet to emerge as retailing behemoths in their own right. However, e-commerce has largely
been developed by established large retailers, which regard it as simply another sales channel.
The gigantic grocery retailers that have expanded away from food and into a wide variety of
other areas, such as clothing and electronic goods, have been particularly quick to appreciate its
potential. The medium has also created opportunities for very small businesses .It is now
possible to buy over the internet a wide range of specialized products that are not available in
shopping malls. Thus, the internet has provided a lifeline for many
small producers, and has allowed entrepreneurs to enter the retailing sector without the need toin
vest heavily in physical retail outlets. Shopping trips by car and bus, and found that home
deliveries involved much lower levels of carbon emissions. In June 2009, a study by the
Carnegie Mellon Green Design Institute in the United States found that shopping online can
reduce ―our environmental impact by as much as 66%.‖
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For businesses, the advantages of e-commerce lie mainly in the low cost of setting up and
maintaining a business. Firms do not need to invest heavily in a physical presence, or in sales
staff. However, they do have to organize payment systems, distribution, and returns.
2.1.2.3 E-commerce today
Ecommerce today is a remarkable experience. It has transformed traditional shopping beyond

recognition. It is so much better than any other way of shopping that it has already attracted a
great many of ecommerce-lovers. If some years ago ecommerce was a buzz word, now it has
become the order of the day. People seem to shop literally everywhere–at their workplaces
during lunch times, in rush hour when there is nothing else to do but switch on their laptops and
start surfing. Ecommerce today gained so much popularity because its underlying technologies
are evolving at giant steps. We are even offered to ―feel‖ the product with a 3D mouse to better
understand its shape, size and texture. Why go somewhere out when all you have to do is make
an order, choose the shipping method, put up your feet and wait till the order is delivered right to
your door-step? Ecommerce today offers so much luxury that even conventional stores have
already signaled the alarm. Although, everyone agrees that it is a long way for an ecommerce to
replace―brick-and-mortar stores, it has every chance to happen in the future. Ecommerce which
we are witnessing today brings in so much adventure into our lives that it is enjoyed by the
whole online community. Ecommerce today does have some drawbacks but they say ―he that
fears every bush must never go a birding‖. A lot of consumers do put up with minuses since they
trust the online world and want it to be a better place.
2.1.2.4 Future of E-commerce
Experts predict a promising and glorious future of ecommerce in the 21st century. In the
foreseeable future ecommerce will further confirm itself a major tool of sale. Successful
ecommerce will become a notion absolutely inseparable from the web, because e-shopping
is becoming more and more popular and natural. At the same time severe rivalry in the sphere of
ecommerce services will intensify their development. Thus prevailing future trends of
ecommerce will be the growth of Internet sales and evolution. Each year number of ecommerce
deals grows enormously. Sales volumes of on-line stores are more than comparable with those of
―brick-and mortar ones. And the tendency will continue, because a lot of people are
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―imprisoned‖ by work and household duties, while Internet saves a lot of time and gives
opportunity to choose goods at the best prices. Present-day Internet sales boom is the foundation
for magnificent ecommerce future.
The ―quantity to quality‖ tendency of ecommerce is also becoming more and more obvious as
the Internet has excluded geographical factor from the sale. So it doesn‘t matter anymore
whether your store is situated in New York or London or in a small town. To survive, merchants
will have to adapt rapidly to the new conditions. To attract more customers e-store-owners will
have not only to increase the number of available services, but to pay more attention to such
elements like attractive design, user-friendliness, appealing goods presentation, they
will have to opportunely employ modern technologies for their businessesto become parts of
ecommerce future .Of course, those, who acquire e-stores earlier, get better chance for future
success and
prosperity, though an ecommerce site itself doesn‘t guarantee you anything. Only anappropriate
ecommerce solution in combination with thorough e marketing and advertising can buy the
business insurance.
2.1.4 Leading online websites in India
Online shopping has become a popular trend in India now. People have been enjoying the
convenience of having their order shipped right to their doorstep. But people often get confused
in selection of reliable sites as there are a plethora of sites, and everyone claims to be reliable.
But in actual only few are up to the mark. Thus to facilitate you, here is our pick of leading 10
online shopping sites.
eBay.in
It is one of India's leading online marketplace. It is an online marketplace where anyone can
trade practically anything. It is a platform for the sale of goods and services by a diverse
community of individuals and businesses. eBay users trade in more than 50,000categories
including collectibles, antiques, sports memorabilia, computers, IT and office, art, antiques, toys,
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dolls, stamps, comics, magazines, music, pottery, glass, photography, electronics, jewelry and
gemstones, claims the company.
Fashion and You
It is an invitation-only online destination. It features the best International &Indian designer

brands in luxury, hi-fashion and lifestyle experiences for men, women, children and your home.
Flipkart.com.com
It is an online chopping site that lets users shop various items including books, mobile
accessories, cameras, game consoles, MP3 players, home and kitchen appliances and much
more, online at discounted prices. It offers multiple methods to make payments for order: credit
card, debit card, net Banking, e-gift voucher and cash on delivery. The order is generally
delivered within 3-4 working days.
MyGrahak.com
Is said to be India's largest online Supermarket. It sells a wide range of products like FMCG,
Food, Non Food, Grocery, Rice, Gourmets and others. Attractive offers are also available for
shopping online at MyGrahak.com
Futurebazaar.com
It is one of India's largest online retailers and is part of Future Group owner of brands like Big
Bazaar, Pantaloons & Central. It offers a wide range in cameras, consumer durables, home decor,
home entertainment, appliances and electronics, mobile.
Homeshop18
Is a virtual retailer operating in a multimedia environment that includes television, web,

catalogue and print to sell high quality products and services directly consumers across the
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country. It deals in books, movies and music, gifts and flowers, mobiles and accessories, camera
and camcorders, electronics, computers and peripherals, toys and games and much more.
Myntra.com
Is an online shopping destination for fashion and lifestyle products? It lets you shop online from
the latest catalogue of original branded products in apparel, footwear and accessories for men,
women and kids.
Snapdeal.com
Website claims to offer 50-90 per cent off daily discount deals in major cities of India. It is
touted to be the one-stop-shop for availing discount coupons/vouchers for restaurants, spa, gyms,
travel/holiday packages and other cool things in your city.
Letsbuy.com
Is an Internet retailer of branded Consumer electronics and IT products, which claims to offer
more than 9000 products from top international and domestic brands? The company deals in
technology products like notebooks, printers, networking, digital cameras, storage and Consumer
electronics such as LCD TVs, mobile phones, MP3 players, gaming and home electronics.
Mydala.com
Is a platform which gets you great deals you want in your city? It claims to offer deals each day -
40-95 per cent off on the best of restaurants, shopping, and salons in your city
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COMPANY’S PROFILE
FLIPKART.COM
Flipkart.com is an Indian e-commerce company headquartered in Bangalore, Karnataka. It was

founded by Sachin Bansal and Binny Bansal in 2007. In its initial years, Flipkart.com focused on
online sales of books, but it later expanded to electronic goods and a variety of
other products. Flipkart.com offers multiple payment methods like credit card, debit card, net ba
nking, e-gift voucher and Cash on Delivery. Flipkart.com 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 movies, music, games, mobiles, cameras, computers, healthcare and
personal products, home appliances and electronics–and still counting! 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 players in the country. Their success is largely due
to their obsession with providing customers a memorable online shopping experience. Be it Cash
on Delivery, a 30-day replacement policy, EMI options, free shipping - and of course the great
prices that they offer. Then there's dedicated Flipkart.com 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 worry, plans are underway to spread too many others.
2.2.2 History of Flipkart.com.com
Flipkart.com was founded in 2007 by Sachin and Binny Bansal, both alumni of the Indian
Institute of Technology, Delhi. They worked for Amazon.com before quitting and founding their
own company.
They both were solid coders and wanted to open a portal that compared different e-commerce
websites, but there were hardly any such sites in India and they decided to give birth to their own
e-commerce venture - Flipkart.com.com. Thus was born Flipkart.com in Oct 2007 with an initial
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investment of 4 lac (co-founders savings).It was never going to be easy since India had a bad
past experiences with e-commerce trading. It was not an easy segment to break into, people were
very particular in paying money for something which they had not seen and received. The trust
was missing in the Indian customers. So what Flipkart.com had to do was to instil trust and faith
in their customers. And they did exactly the same later. Initially they used word of mouth
marketing to popularize their company.
Flipkart.com began with selling books, since books are easy to procure, target market which
reads books is in abundance, books provide more margin, are easy to pack and deliver, do not get
damaged in transit and most importantly books are not very expensive, so the amount of money
customer has to spend to try out one's service for one time is very minimal. Flipkart.com sold
only books for the first two years. A few months later, the company sold its first book onFlipkart.
com.com— John Woods' Leaving Microsoft to Change the World. Flipkart.com started with the
consignment model (procurement based on demand) i.e. they had ties with 2 distributors in
Bangalore, whenever a customer ordered a book, they used to personally procure the book from
the dealer, pack the book in their office and then courier the same. In the initial months the
founder's personal cell numbers used to be the customer support numbers. So, in the start they
tried their best to provide good service, focus on the website - easy to browse and order and
hassle-free, and strove hard to resolve any customer reissues. Since there were not any
established players in the market, this allowed them a lot of space to grow, and they did in fact
grew very rapidly.
2.2.3 Flipkart.com Today
Today, as per Alexa traffic rankings, Flipkart.com is amongst the top 20 Indian Web sites and
has been credited with being India's largest online bookseller with over 11 million titles on offer.
The store started with selling books and in 2010 branched out to selling CDs, DVDs,
mobile phones and accessories, cameras, computers, computer accessories and peripherals, and i
n2011, pens & stationery, other electronic items such as home appliances, kitchen
appliances, personal care gadgets, health care products etc. Further in 2012, Flipkart.com added
A.C, air coolers, school supplies, office supplies, art supplies & life style products to its
product portfolio. As of today, The Company started from 2 employees and now employs more
than4500 people.Flipkart.com.com started off from selling books in 2007, based in Bangalore,
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and entered then consumer electronics category with the launch of mobile phones, in September
2010. Since then it kept on adding more new products categories including books, mobiles,
computers, cameras, home & electronic gadgets& appliances, In addition to these very Recently,
Flipkart.com.com has also widened its foray by entering into the emerging digital content market
with the recent launch of Flyte, the digital music store & is still continuing to enlarge its product
portfolio. It is now one of the leading e-commerce players in India, currently ranks at the top
20websites in India, spread in 37 cities, with 11.5 million plus book titles, 14 different
categories, 3 million plus registered users and sale of 30000 items a day. It provides online-
shoppers a memorable online-shopping experience because 7of its innovative services like:
 Cash on Delivery.
 30-day replacement policy,
 Easy Monthly Installment options (EMI),
 Free shipping
Discounted prices & deals Flipkart.com started with consignment model as discussed above,
since most of the customer issues like delivery delays etc. result from procurement model, the
company started opening its own warehouses as it started getting more investments. The
company opened its first warehouse in Bangalore and later on opened warehouses in Delhi,
Kolkata and Mumbai. Today the company works with more than 500 suppliers. As on date more
than 80% orders of Flipkart.com are handled via warehouses which help in quick and efficient
service. A humble beginning from books, Flipkart.com now has a gamut of products ranging
from: Cell phones, laptops, computers, cameras, games, music, audio players, TV's, healthcare
products, washing machines etc. etc. Still, Flipkart.com derives around 50% of its revenue from
selling books online.
Flipkart.com is the Indian market leader in selling books both offline and online, it enjoys an

online share of around 80%. The electronic items have a large number of players like Naaptol,
Lets buy, India plaza, Tradus, Infibeam, Yebhi etc. The electronic market share is distributed
among them in different unknown proportions. India has around 12.5 crore internet users today
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where as the number of homes with Cable and Satellite (C&S) television is 10.5 crore. The
expected internet users will reach a figure of30 crore by 2014 and C&S homes are expected to be
14 crore by 2014. Thus India has tremendous internet growth and with the customers getting
accustomed to e-commerce, the future of e-commerce sector is definitely rosy. An approximated
25 lac people have transacted online this year, the number is all set to increase with time.
Also to mention most of the Flipkart.com customers use internet from PC's/Laptops to order
goods. The use of mobile internet is very less at the moment, but with the advent of smart phones
the use of mobile internet for e-commerce transactions will soar with time. India has 8crore
mobile net users at the moment, the number is expected to swell to 22.5 crore by
2014.Flipkart.com had a revenue of 4 crore in FY 2008 - 2009, 20 crore in FY 2009 - 2010, 75
crore in FY 2010 - 2011, and the revenue for FY 2011 - 2012 which ends on 31 Mar 2012 had
500crore. This is indeed a massive growth. The company targets revenues of 5000 crore by 2015.
2.2.4 Evolution of Logos
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2.2.5 Payment through Wallet in Flipkart.com
Flipkart.com has added a new ‗Wallet‗ feature to enable customers store money in their
Flipkart.com account and redeem it on future purchases. Flipkart.com Wallet works on a prepaid
credit system: customer can top up your wallet with any desirable amount up to Rs 10,000 by
using any one of its regular payment modes like credit card, debit card, and net-banking. This
amount will then be reflected as prepaid credit on customer‘s Account and can be used as a
payment mode for all forthcoming purchases on the portal. Expectedly, this amount will be
deducted from the balance in their account‘s wallet.
They can keep track of your Wallet balance by either heading over to their Flipchart account or
viewing the wallet balance at the top. However, if they run out of balance on their wallet before
making a purchase, Flipchart allows them to make a partial payment using your Wallet and pay
the remaining amount using other payment modes like credit card, debit card, and net-banking.
Flipkart.com does point out that cash-on-delivery payment mode cannot be combined with a
Wallet payment. As said earlier, there are other players in the country like MobiKwik and
PayTM* which offer on line wallet services called ‗MobiKwik Balance‘and ‗Paytm Cash
‘respectively,
Indicating the impact of unreliable payment gateways on online transactions in India. While
MobiKwik Balance allows customers to add money into their account to allow
multiple purchases like online recharge for prepaid mobile phones, DTH and data cards, PayTM
Cash allows you to store money in a wallet for future transactions on its portal. The company had
recently claimed to ship around 20 units every minute, with 65% of
the purchases being made through Cash on Delivery (COD). The company had also hoped togro
w its sales by more than tenfold this financial year.
2.2.6 Interesting facts & figures about the portal:
 Flipkart.com employs 4500+ people

 2 million sales unit and 4 million visitors/month
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 11.5 million Titles, Flipkart.com is India‘s the Largest online book retailer.
 Registered user base of 4 million customers Ships out as many as 45,000 items a day,
clocking daily sales of approx. Rest 2.5 cr.
 Flipkart.com is now investing in expanding its network of distribution centers,
warehouses, procurement operations which is now in only
8 cities in country, so as to reach more& more Indian cities.
 The company is even setting up its own delivery network which is now in 37 cities, by
which company can save up cost associated to the outsourced shipping & logistic
function and is set to expand this even further by next year.
2.2.7 Flipkart.com Success Factors
The site is very easy to navigate, which helps users to easily search for the contents
or products online, it even allows users to search by using various filters like by price range,
search by brands, by age group, by hot-selling etc. If a certain product is not available or is out of
stock it even ask users to input its details & then when the products is available the desired users
are informed, this really helps one connected to the products they are seeking &leads to repeat &
frequent purchases. The Flipkart.com site is fast & powerful, i.e. if you Search any products in
the Flipkart.com search bar and you‘ll find exactly what you looking in likes no time & it‘s very
quick To
processthe payments & transactions by a very efficient & flexible payment mechanisms of the po
rtals.Approximately 60% of orders are placed in cash on delivery system. So there is
high possibility scams &frauds, so users have to have their email account linked & with verified
details & receives a confirmation code message on their cell phones or email, after which the
users confirms the unique code& the transaction is processed & usually get delivered in 2-
3 business days on the confirmed mailing address. Flipkart.com manages to deliver the item in 2-
3 business days. If the order placed is not delivered in the specified time, immediate enquiry goes
to nearest supplier and the item becomes available. It will then be delivered within 24 hour
depending on the cause of delay. Flipkart.com is continuously aiming to bring down the delivery
time of regular orders, in doing so it is investing in its own delivery system & network, as the
time to delivery is one of the important aspects of selling products online as users want a fast
turnaround time. An excellent marketing strategy by Flipkart.com marketing team is to increase
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the sales revenues & to optimize the user shopping experience & increasing loyalty by repeat
purchases.
The portals offers a good pricing offers & deals to its users by the means of cash rewards, loyalty
points, discounts, coupons, Frequent buyer rewards points. It even offers goods relatively
cheaper pricing points than it is available in the physical market which in total helps users save
money & at the same time get benefited by the means of rewards points.
2.2.8 Future Road Map
 They aim at 10 times growth and eyes at $ 1Billion sales by 2015.

 They will look at bigger investments in their supply chain and technology.
 Investment will be made in large warehouses and increased automation of their process
so that the product is not delayed.
 They intend to enter in to various new categories and expand their current categories as
well.
 Everything except for groceries and automobiles will be available on Flipkart.com in
future.
 To go further in the value chain, Flipkart.com is looking at associations with a larger
number of suppliers and partners, both nationally and internationally.
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2.2.9 Threats in future:
There are no major foreseeable threats in the future. The company has built a great brand name,
they just have to maintain and enhance the same. Need to keep introducing
more products, adapting to the changing needs of the customer with time. The entry ofAmazon.c
om in 2012 in the Indian e-commerce space has been cited as a big challenge to Flipkart.com.
However Flipkart.com is a respected Brand name in India and should be able to compete with
Amazon. Amazon being a very big company can bring in serious competition to Flipkart.com,
since Amazon can bear more losses in the beginning to gain customer base. But again Indian
market is growing at a rapid pace as access to internet increases and
people become more aware of e-commerce sites and start trusting the same;
Hence Indian market is sufficiently big at-least for these two giants to co-exist beneficially.
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CHAPTER-3
3.1 REVIEW OF LITERATURE
Several researchers have carried out studies in their effort to examine consumer’s online buying
behavior. For example, Bellman et al (1999) investigated various predictors for whether an
individual will purchase online. These authors concluded that demographic variables, such as
income, education and age, have a modest impact on the decision of whether to buy online,
whereas the most important determinant of online shopping was previous behavior, such as
earlier online purchases. This is consistent with Forrester Research which proved that
demographic factors do not have such a high influence on technology as the consumers‘attitudes
do (Modal, 2000). Stein field and Whitten (1999) suggested that the combination of the Internet,
plus physical presence, provides more opportunities to capture business than the online-only
presence, because they can provide better pre-purchase and post-sales services to lower
consumer transaction cost and build trust in online stores. However, it is worth mentioning that
beliefs and attitudes that are found in the stage prior to the adoption of e-commerce are different
to those in the - post-adoption‖ stage (Gefen etal, 2003; Venkatesh and Brown, 2001; Yu et al,
2005) Concerning the factors that influence or hinder online shopping, Ernst and Young (2000)
reported that Internet users purchased online because of good product selection, competitive
prices, and ease of use, but were concerned about shipping costs, lack of opportunity to prior
examining the products, as well as, the confidentiality of credit card and personal information.
Know and Lee (2003) explored consumers concerns about payment security and its relationship
to online shopping attitude and actual purchases. They observed a negative relationship between
attitude towards online shopping and concerns about online payment security. Consumers with a
positive attitude seem to be less concerned about payment security. Similarly, popular literature
cited ease of shopping comparison, low prices, timely delivery, convenience, time saving, low
shipping costs, improved customer service, tax exempt status and speedy e-mail response, as key
reasons for the increase in online shopping (Lore, 2003; Magee, 2003; Malloy, 2003; Retail
Merchandiser, 2003
Petro Vic Dejon (2006)
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In his study on Analysis of customer perceptiononline explained that the most relevant
behavioral characteristics of online consumers and examine the ways they find, compare and
evaluate product information. Comparison of the newly collected survey data with the existing
customer perceptiontheory resulted in detection of a number of issues related to a specific
consumer group. The purpose of this report is to translate these findings into a set of
implementation activities on strategic and technological level. Execution of these
recommendations will result in better conversion of visitors into customers and encourage
customer loyalty and referrals. The focus group of this study will be young adults aged between
eighteen and thirty-four interested in buying a mobile phone or a related product
Shun &Yunjie (2006)
In their study showed that there are product types, which are more likely to be sold online such
as software, books, electronics and music. Reason for this is that when purchasing these types of
products, one does not require personal inspection and most, if not all features, can be outlined in
the product description and images. Most products in the mobile phone family belong to this
category. According to the recent research on customer perceptionon the Internet users (Cotte,
Chowdhury, Ratenshwar& Ricci, 2006), there are four distinct consumer groups with different
intentions and motivations exploration Entertainment Shopping Information.
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CHAPTER 4
RESEARCH METHODOLOGY
RESEARCH METHODOLOGY
Introduction
Research methodology is a way to systematically solve the research problem, as to how research
is done scientifically. It consist of the different methods that generally adopted by researcher to
study his research problem along with logic behind them. It is necessary for the researcher to
develop certain tests. Marketing research specifies the information required to address these
issues; designs the method for collection information manages and implements the data
collection process; analysis the results and communication the findings and their implication.
Research definition:
“Research is careful inquiry or examination to discover new information and relationship and to
expand and to verify exiting knowledge, “Research always starts with questions or a problem. Its
purpose is to find answer to questions through the application of the scientific method. It is a
systematic and intensive study directed towards a more complete knowledge of the subject
studies.
The following are the methods adopted for the projects:
1. The Research Design is made as per the requirements of the project.
2. For the secondary data collection, the information in the record of the company proved to be
sufficient.
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2. For the primary data collection, the researcher has preferred the survey method to the other
methods.
4. In the survey method, the researcher chose to undertaken field work. This is because there is
perception that in the geographical area in which he was to conduct the survey, better and
quicker data was possible to be collected only through direct field work.
RESEARCH DESIGN
Research means different things to different people and the intention behind it are to investigate
innumerable data, theories, experiences, concepts and law. ―The procedural framework within
which the research is conducted is the definition of research methodology. The two broad and
distinct approaches to social research cover the Quantitative and Qualitative methods of enquiry.
The quantitative paradigm on the other hand intends to gain a deeper understanding, knowledge
and insight into a particular situation or phenomenon, by providing answers to questions of
‗how?‘ rather than ‗what?‘. Unlike qualitative research which occurs in natural settings,
quantitative research is where hypotheses are established
RESEARCH PROBLEM:-
To know the consumer buying behavior & a comparative study of competition level of
Flipkart.com, amazon and eBay ,the minds of consumer in Delhi city. So the researcher
problem is to identify what are the criteria that prospective customer takes into consideration
before buying the products. At the outset may be noted that there are several ways of studying
and tackling a problem. There is no signal perfect design. The research design can be classified
in to three broad categories:
• Exploratory
• Descriptive
• Casual
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• Exploratory research is focus on the discovery of ideas. Exploratory research is carried out to
define problems and developed hypothesis to test later. An exploratory study is generally based
on the secondary data that are reading available. It does not have to change his focus of direction,
depending on the availability of new ideas and relationship among variables.
• Descriptive studies are undertaken in many circumstances. Descriptive studies can be

complex, determining a high degree of scientific skill on the part of the researcher.
• Casual research helps in determined cause and effect relationship. Between two or more
variables. The present study seeks to find out the consumers preference online shopping.
SOURCE OF DATA
The sources of data collection methods are as follows:
a) Primary Data:-
The primary data is that which details we collect first time from the market and also used first
time in the research. We also say that the information is first time in the research decision. To
collect the primary data questionnaire is prepared structure non-disguise questionnaire is
prepared.
Primary data:-Questionnaire
b) Secondary Data:-
Secondary data are already collected by the company’s records and other library’s books. When
the secondary data are sufficient, the researcher has to be satisfied with the primary sources of
data. Secondary data can be used as bases for comparison with primary data have been collected
by questionnaire.
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Secondary data: Magazines, Newspapers, Websites, Books, E-Journals.
DATA COLLECTION METHOD
Sampling plan
Sampling is a process of obtaining. The information about the entire population by examine a
part of it .The effectiveness of the research depends on the sample size selected for the survey
purpose.
(A)Sampling Unit:-
It means “Who is to be surveyed”. Here target population is decided and it is who are interested
to purchase “products” and sampling frame is developed so that everyone in the target population
has known chance of being sampled. So the survey is conducted particularly in Delhi City.
(B)Sample Size:-
Population: All consumers of Flipkart.com

Sampling Frame: Students in D.U
Sampling Unit: Individual students in D.U
Sample Size: 100 (Male: 70, Female: 30)
Sampling technique: Non-probability sampling, Convenience Sampling
Location: Delhi
Duration: 3 weeks
(C) Sampling Method:-
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Choosing a study sample is an important step in any research project since it is rarely efficient,
practical, or ethical to study whole populations. In this study the sampling strategy used is
convenient sampling. The sample size is 100. A small part of something intended as
representative of the whole, or a subset of a population. In this research simple random sampling
is being used.
DATA COLLECTION INSTRUMENT RESEARCH INSTRUMENT:-
Researcher instruments is the tool by which the researcher can do research on specific problems
or objective. The most popular researcher instrument for collection data is “Questionnaire” for a
particular investigation.
Data collection:-
The data will be collected from the respondents using questionnaire by personal interview.
Data Analysis:-
The data analysis will be divided in 2 parts.
First part: will include descriptive statistics and
Second part: will include inferential statistics
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DATA ANALYSIS & INTERPETATION
SWOT ANALYSIS
STRENGTHS
1) India’s Largest E-commerce Retailer
2) Experienced founders
3) Acquisition
4) High Brand recall
5) Own Payment gateway & Logistic arm:
1) Exclusive & broad range of products
WEAKENESS:
1. Limited Distribution channel reach

2. Cost of Acquisition
3. Power in the hand of buyers
OPPORTUNITIES:
1. Expansion of business
2. Expanding their Product categories
3. Changing mentality of Indian customers
4. Supply chain
5. Establishing in other developing economies
THREATS:
1. Competition
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2. Government regulations
Q:-1 Gender of Respondents:
Table 4.1: Gender wise respondents
Male Female Total

Response 58 42 100
Percentage 58 42 100
gender
female
42% male
58%
Analysis and Interpretation:
According to demography profile, in this study 70 % male and 30% female respondents
are part of my target population and they help me to fulfil my questionnaire from different area
of Bangalore city. From these groups total respondents are 100. So, according to the survey
40
result, the male respondents are more and can be told that they interested to shop online than
female, even though both of them shop online.
Q:-2 Age Group:
Table 4.2: Age wise respondents
15-20 25-30 35-45 45 & above Total

No of respondents 63 24 12 1 100
Percentage 63 24 12 1 100
15-20
25-20
35-45
45 & above
Below figure shows that 63% respondents are between 15-25 years old, 24% respondents
are between 25-35 years old, 12% respondents between 35-45 years old, and 1% respondents
are between 45&above. Overall result shows that between all of them the respondents who hasag
41
e limit between 15 to 35 years (63%+24%= 87%) people are more familiar to shop online on my
target population.
Q:-3. Occupation:
Table 4.3: Occupation wise respondents
Business House wife Salaried Student Total

person
No. of 8 7 46 39 100
respondents
Percentage 8 7 46 39 100
occupation
Business persomn
house wife
salaried
student
In this survey, 46% of the respondents are salaried and 39% are students. So they both together
made majority of respondent‘s percentage (85%). 8% are business persons and 7% are House
wife. Salaried persons and students will always look for new technologies and new services
which make them more comfort
42
Educational Qualification:
Table 4.4: Educational wise respondents
Graduate Post graduate Ssc or equivalent Others (phD)

No. of 63 36 0 1
respondent
Percentage 63 36 0 1
Educational ualifications
1%
graduates
36% post graduates
ssc or euivalent
phd
63%
All of them in this survey are graduate and above qualified peoples only. Among these 63%are
graduates, 36% are post graduates and one person is PhD
43
Annual Income:
Table 4.5: Income wise respondents
0-3 L 3-6L 6-9L 9 & above

Number of 60 23 13 4
respondent
Percentage 60 23 13 4
annual incomme
0-3L
3-6L
6-9L
9& above
Since 39% of this survey is students most of them are of 0-3L income range, i.e. 60%. 23% of
them are in 3-6L income range, 13% in 6-9L and 4% is 9 & above
Frequency of purchase from online:
44
Always Often Seldom Never Total
Male 5 21 29 3 0 58
Female 4 14 23 1 0 42
Total 9 35 52 4 0 100
35
30
25
20
male
15 female
10
0
always often sometimes seldom never
More than half of them use online shopping sometimes, i.e. 52%. People who always and mostly
shop through online shopping are also good in number, 9 and 35, together 44%. And who use
online shopping rarely is very less in number 4%. Since only 44% are mostly using this, there is
a wide space to fill and to make online shopping a great success. And there is not much gender
difference in online shopping, which means both males and females enjoying online shopping
and its benefits
Mode of awareness about Flipkart.com.com:
Table 4.7: Modes of awareness about Flipkart.com
45
Word Newspaper Blog Link Promotional Search Total
of Recommendation From emails engine
mouth others (like
website Google
)
No. of 39 22 2 15 5 17 100
respondents
39 22 2 15 5 17 100
no. Of respondant
25
20
15
10
5 mno. Of respondant
0
ite
t
)
th
gle
en
ail
tio
ou
bs
em
em
oo
da
m
we
eg
tis
al
of
rs
om
on
er
lik
rd
he
v
oti
e(
ec
ad
wo
ot
om
r
gin
m
og
en
fr o
pr
bl
ch
ks
ar
lin
se
Most of them are aware about Flipkart.com through word of mouth (39%) followed by television
and online advertisements (22%). Customers got awarded through blog recommendations (2%)
and promotional e-mails (5%) are very less in number. This means a good communication about
Flipkart.com is going on through friends and families, which proves that word of mouth strategy
by them is the most successful means of making people aware about their products.
8) Frequency of using Flipkart.com.com while online purchasing:
Graph 4.8: Frequency of using Flipkart.com
46
Ever Occasionally Mos Hardly Total
y t of ever
time the
time
No. of 17 45 32 6 100
respondent
17 45 32 6 100
50
45
40
35
30
25
Series 1
20
15
10
5
0
everytime occasionally most of the time hardly ever
Here on this survey 17% are always choosing Flipkart.com for online shopping, while 45% are
using it occasionally. Hardly ever using members are very less, and 32% are using it most of the
time. Since more than half of them prefer Flipkart.com while thinking of online shopping, it
means branding had done successfully by them either through advertisements, services
or providing good experience to customers.
9) Category that mostly prefer to buy from Flipkart.com.com:
Graph 4.9: Category mostly prefer to buy from Flipkart.com
Electronics Apparels Books, Stationary Healthcare Home Total
47
& movie& & &kitchen
accessories music personal
care
No. of 39 20 30 3 4 4 100
respondent
Percentage 39 20 30 3 4 4 100
No. of respondant
45
40
35
30
25
20
15
10
5
0
cs ies ie ry re s
oni ro ov na lca m
m
r s m o a ite
ct se ti on
ele as ic
& sta rs n
d us pe em
an ch
els s,m re
& kit
r ok ca d
pa bo h nm
ap alt e a
he m
ho
Electronic items, Books and Stationery, Apparels & Accessories, cameras, watches and others
(bags, belts, etc.) are purchased more. 39% of respondents are preferred to buy Electronics items
followed by Books and Stationery (30%) and Apparels and Accessories (20%). Books &
stationery and electronics items are more famous among the students and that may be the reason
for large purchase of those items from Flipkart.com.com.
Reason for customer’s preference on Flipkart.com.com than others:
Table 4.10: Customers expecting feature of Flipkart.com
48
One of the most efficient features in Flipkart.com is fast delivery when compared to other online
shopping websites. So, most of the customers prefer this website for shopping with
the perception of quick delivery (41%) and availability of product (29%), followed by easy paym
ent options (17%). And there is a scope of increasing after sales services and portalfeatures when
comparing with other features
11) Product selection from the categories given by Flipkart.com.com:
Table 4.11: On the basis where product is chosen
49
Customer perception varies while using Flipkart.com; it is one of the online shopping sites which
give high discounts and offers. Most of them in this survey (48%) are looking for good featured
product with high discounts while purchasing products from Flipkart.com. And also customers
more often go through the product review (26%) before making their decision
50
to purchase. Product review is a kind of word of mouth strategy where product users leave their
review on their experiences with Flipkart.com. Customers are giving priority to these two
features while brand of product (12%) and rating of product (14%) also taken care by some other
customer
12) Rating of services on Flipkart.com.com (in a scale of Excellent, Good, Average, below
average, Poor)
51
Table 4.12: Rating of Flipkart.com service
52
46% of respondents are rated excellent for cash on delivery service, while for 30 days
replacement policy 55% rated well and 23% rated excellent. For EMI options 48% rated good
and 21% rated excellent, and for free shipping 35% rated excellent. While analyzing the data,
customers have more interest in two services of Flipkart.com: That is, 30 days replacement
policy and EMI options
13) Issues faced by customers while shopping in Flipkart.com.com?
Table 4.13: Issues faced when purchased from Flipkart.com
53
In this survey, 30% of customers didn‘t face any of those problems that mentioned, while 37% of
customers faced out of stock issue. This is one of serious issue faced by most of customers. Since
discounts and features are the one feature that most of the customers looking for and when a
good product with high discount is displayed in Flipkart.com platform, customers brought it as
soon as they could. Thus the products will be out of stocked.
14) Recommending this website to others:
Table 4.14: Recommending Flipkart.com to others
54
In this survey, most of them (95%) are happy to recommend Flipkart.com to others like friends
and family. And this shows word of mouth publicity is successfully running and this is one of the
great advantages for Flipkart.com
15) Customer’s rating about services on
Flipkart.com.com: (in a scale of 5, 5 as highest and 1as least)
Table 4.15: Rating the experience from Flipkart.com
55
While analyzing the rating of experiences, Flipkart.com provides a good and excellent
experiences to most of the customers. Mode of given data: 4 & Median of given data: 449% of
customers rated 4 as the experience and more than half of the population (66%) rated4 & 5 as
experience
16) Satisfaction of customers while Flipkart.com services are used:
Table 4.16: Satisfaction on services of Flipkart.com
56
81% of the population is satisfied with the service of Flipkart.com. This helps Flipkart.com to
retain the customers and also shows that the branding and marketing techniques of Flipkart.com
also got succeed
57
CHAPTER-5
FINDINGS
FINDINGS:
 There is not much difference in gender for using online shopping.

 Students and salaried persons are most frequent users of Flipkart.com.
 Frequency of purchase for electronics, books and music, apparels and accessories are
more in Flipkart.com.
 Word of mouth was more influential in promotion as many people were made aware by
their friends and family when customers recommend this website to them.
 Highly discounted products got out of stock quickly, since customers purchased it as soon
as they could when they see high discount on good featured product.
 The services provided by Flipkart.com are good and even more scope of development is
there for increasing the customer strength.
 Digital marketing techniques like search engine marketing, links providing other website
and advertisement also functioned well for promotion of this website.
 Fast delivery is one of best service Flipkart.com is providing.
 Different payment options available in Flipkart.com made customers more satisfied and
comfort for paying while purchasing product.
 Customers feeling more secured when purchasing through Flipkart.com because of
different policies and services they have.
 In comparison with competitors, Flipkart.com is charging free shipping for the purchase
of 300 plus rupees, while others free ship the service without any barrier. Out of stock is
the main issue faced by Flipkart.com.
 Most of customers have good experience with Flipkart.com while purchasing products.
 Most of them are satisfied with the services of Flipkart.com and so that they succeed in
retaining the customers.
 Advertising is an important way to have the brand and products familiar to consumers.
58
 Convenience and time saving are two important factors that customer looking for while
purchasing through online.
SUGGESTIONS
SUGGESTIONS:
 Flipkart.com has successfully placed itself into the prospects mind making it the India‘s
largest online store with huge range of products. But it still needs to work on their core
competence that is books and stationery items.
 Delivery services can be improved mainly in rural areas by selecting appropriate courier
service which has services in customer area for dispatching an item.
 Can make free delivery to all priced products.
 Can include more coupon codes and gift vouchers for increasing the traffic of the
customers.
 Out of stock items can made available as soon as possible and intimate the needed
customers.
 Should look for International/ Overseas markets or Neighboring Countries.
Critical mass of Internet users
Internet users in India is increasing at increasing rate, so Flipkart.com can target more & more
cities i.e. not only tier 1 & 2 but also tier 3 & 4cities, which will help generate stronger customer
base & more revenues.
Should clearing focus on the Growing Online Apparel business & it can diversify into apparel
category either organically or inorganically by acquiring other portals.
 User Experience: Portal should continuously aim to work to improve the user experience
by adding more & more innovative features in the website like virtually shopping basket,
59
virtual trial rooms. In this competitive world to differentiate via user experience, the
ultimate winner will be the Indian online consumer.
 Should comprehensively invest into E-CRM & online reputation management.
 Logistics & Supply Chain: can continuously aim to reduce the delivery time cycle.
 Price will still be a factor as amazon being a huge company will use its economies of
scale to remove their competitors from the market; therefore they need to be more
competitive on that aspect.
60
CHAPTER-6
CONCLUSION
CONCLUSION:
The thorough study is based on the customer perception analysis which serves a great idea
regarding consumer perception when they go for online shopping. In order to satisfy themselves
consumer perceive many things before buying products and they will be satisfied if the company
meet their expectation. The Overall Brand Value of Flipkart.com is good, but it is facing some
tough competition from its global competitors like EBay and Amazon. Talking about domestic
market i.e. India, it is the most superior E-business portal which is aggressively expanding &
planting its roots deep into the Indian market & at the same time shifting the mind-set of the
people from going &shopping from physical store to online stores, which is magnificent! .Be
very focused on consumers and build amazing experiences for the customers
61
CHAPTER-7
BIBLIOGRAPHY
BIBLIOGRAPHY
Books:
 Kotler, Philip (1999) “Marketing Management” Millennium Edition, Prentice
Hall, New York.
 Kothari, C (2005) “Research Methodology” New age publisher, New Delhi.
Magazines
 Business Today and India Today
References:
 Wikipedia
 www.Flipkart.com.com
 www.youtube.com
o www.thehindu.com/arts/magazine/article3290735.ece
o en.wikipedia.org/wiki/Flipkart.com
o forbesindia.com/blog/editors-blog/Flipkart.com-ceo-responds-to-our-cover-story/
o www.vccircle.com/news/2012/08/14/news-roundup-Flipkart.com-raise-100m-new-
investors
o in.linkedin.com/company/Flipkart.com.com
o www.startupdunia.com/interview-with-Flipkart.com-founder-binny-bansal-776
62
o www.facebook.com/Flipkart.com
o www.hindustantimes.com/technology/industrytrend/how-Flipkart.com-broke-indias-
online-shopping-inertia/so-article1-780440.aspx
o businesstoday.intoday.in/story/Flipkart.com-online-shopping-e-commerce-order-books-
online/1/20797.html
63
QUESTIONNAIRES
Dear Respondent,
I am doing a research project on “consumer preference towards Flipkart.com” so I request you to

kindly help me by filling up this questionnaire. The information given by you will be used purely
for academic purpose and will be kept confidential.
Thanking you,
PERSONAL INFORMATION
NAME …………………………………….
OCCUPATION …………………………..
GENDER: Male ( ) Female ( )
AGE: 15-25 ( ) 25-35 ( ) 35-45 ( ) 45-55 ( ) More than 55 ( )
FAMILY INCOME GROUP– Less than Rs.10, 000 p.m. ( )
Rs. 10,000 to Rs.20, 000 p.m. ( ) Rs. 20,000 to Rs.40, 000 p.m. ( )
64
Rs. 40,000 to Rs. 50,000 p.m. ( ) More than Rs.50, 000 p.m. ( )
Q1. How many times you do shop online?
Daily
Once in a week
Twice in a week
Once in a month
Q 2.Do you have the payback coupons of Flipkart.com?
Yes No
Q2. Which mode of payment method do you prefer to?
Cash
Credit card
Debit card
Coupons
Q4.Do you face any fraud case in shopping with Flipkart.com?
Never
Once
Twice
Thrice
65
Q5. Flipkart.com facilitates home delivery?
Yes No
Q6. The policy of Flipkart.com is, if u ordered something in Flipkart.com premises they will sent
that at your home. “Are you aware”?
Yes No
Q7. How Flipkart.com conveys festival offers or discount offers to you and in which manner?
Phone call
Text message
E-mail
Advertisement
Q8. How Flipkart.com handles the cancellation transaction payment system?
Handover to bank
Refund the cash in account with written assurance
Does not help to resolve
Q9. Is Flipkart maintaining your privacy?
Yes No
Q10. How you feel about Grievance return policy followed by Flipkart.com.
Strongly agree
66
Agree
Neutral
Disagree
Strongly Disagree
Q12. How do you find the prices of Flipkart.com as compare to the local retailers?
Higher to local market
Similar to local market
Lower to local market
Q14. Do you feel that the connecting at this store makes it easy for customers to find what they
need?
Strongly agree
Agree
Neutral
Disagree
Strongly Disagree
Q15.How the services offered by Flipkart.com could be improved?
Service can be faster/more efficient.
Service could be friendlier.
Customer care Staff should communicate better with customer.
Staff needs to be cleaned properly.
67
The location needs for delivery.
Q16. How much give you rank your Flipkart.com Company?
Excellent Very Good Good Fair Bad
Q17. Who suggest you take online shopping experience?
Friends Family Agent Others
Q18. Rank the online shopping companies to your preference?
Flipkart.com
EBay
Amazon
Snap deal
Jabong
68
69

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CHAPTER-1

Customer perception is a marketing concept that encompasses a customer's impression,

 Mobile- SMS,MMS, mobile Web, mobile application and mobile

Interactive digital medium – interactive television channels any combination of the above

Factors influencing consumer to shop online

1.2 OBJECTIVES OF THE STUDY

1.3 SCOPE OF THE STUDY

1. It gives information to prospective customer.

3. The studies help companies to get additional research information

4. It facilities evaluation of brand names and customers satisfaction 3

1.4 STATEMENT OF THE PROBLEM

Analysis of Customer perception towards online shopping on Flipkart.com. Basically it is

1.5 LIMITATIONS OF THE STUDY

I. The study was restricted to Bangalore city only

1. The value of the service

INTRODUCTION TO INDUSTRY AND COMPANY

2.1 INDUSTRY PROFILE

2.1.1 RETAIL INDUSTRY

2.1.1.1 History of Retailing

2.1.1.2 The Development of Retail Stores

2.1.1.4 Meaning of Retail

2.1.1.5 Current scenario of Indian Retail Market

a) Organized sector &

2.1.2.2 A Brief History of the Online Sector:

The dream of a ―new economy‖ became a nightmare for some—Profits still matter; business

The Reality Phase:

2.1.2.3 History of Online Shopping

2.1.3 E-COMMERCE: A MAJOR INDUSTRY TREND

 E-commerce is not only limited to online sales, but also covers:

In certain cases, electronic commerce makes it possible to highly customize products,

2.1.2.1 Online stores

An online electronic catalogue

 Secure online payment

System, which allows tracking of order processing and sometimes provides information

In terms of television sales, programs on dedicated shopping channels generally feature

2.1.2.3 E-commerce today

Ecommerce today is a remarkable experience. It has transformed traditional shopping beyond

2.1.2.4 Future of E-commerce

2.1.4 Leading online websites in India

Fashion and You

It is an invitation-only online destination. It features the best International &Indian designer

Is a virtual retailer operating in a multimedia environment that includes television, web,

Flipkart.com is an Indian e-commerce company headquartered in Bangalore, Karnataka. It was

2.2.2 History of Flipkart.com.com

2.2.3 Flipkart.com Today

Flipkart.com is the Indian market leader in selling books both offline and online, it enjoys an

2.2.4 Evolution of Logos

2.2.6 Interesting facts & figures about the portal:

 Flipkart.com employs 4500+ people

2.2.7 Flipkart.com Success Factors

2.2.8 Future Road Map

 They aim at 10 times growth and eyes at $ 1Billion sales by 2015.

3.1 REVIEW OF LITERATURE

Petro Vic Dejon (2006)

Shun &Yunjie (2006)

The following are the methods adopted for the projects:

1. The Research Design is made as per the requirements of the project.

• Descriptive studies are undertaken in many circumstances. Descriptive studies can be