A project report on

'A STUDY ON IMPACT OF E COMMERCE ON CUSTOMER SATISFACTION

TOWARDS AMAZON WITH SPECIAL REFERENCE TO HYDERABAD"
[Link] [Link] [Link] [Link] [Link]

1085-20-405-194 1085-20-405-170 1085-20-405-108 1085-20-405-148 1085-20-405-144

Guide:Ms. Uma Maheshwari

Project submitted in partial fulfillment of the award of the

Degree of
BACHELOR OF COMMERCE

HYDERABAD. -500018-

Government degree collage for women's, Begumpet

Hyderabad. -(2020-2023)

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 TITLE PAGE

NAME OF THE TOPIC:

A study on impact of e-commerce on customer satisfaction towards amazon with reference to
Hyderabad

NAME OF THE STUDENT:

[Link] [Link] [Link] [Link] [Link]

NAME OF THE COLLEGE:

Government degree college for women's Begumpet

YEAR OF THE STUDY:

2020-2023

NAME OF THE COURSE:

[Link] computers application

HALL TICKET NUMBER:

1085-20-405-194 1085-20-405-170 1085-20-405-108 1085-20-405-148 1085-20-405-144

NAME OF THE GUIDE:

DR. K. PRANEETHA
Associate Professor

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 DECLARATION

I. hereby declare that this report titled "A STUDY ON IMPACT OF E COMMERCE ON
CUSTOMER SATISFACTION OF AMAZON WITH SPECIAL REFERENCE TO HYDERABAD"
submitted by me to the department of commerce, Hyderabad, is a bonafide work undertaken by
me and it is not submitted to any other university or Institution for the award any degree
diploma/certificate or published any time before.

Name and address of the student: Sign of the student:

[Link]

Government degree [Link]

College for women, Begumpet
Hyderabad [Link]

[Link]

[Link]

3
 CERTIFICATION

This is to certify that the project report titled " Traditional business & E commerce"
submitted in partial fulfillment for the award of [Link] programe of Department of
Commerce. ,Hyderabad, was carried out by RESHMA under my guidence. This has not
been submitted to any other university or Institution for the award of any degree
/diploma/ certificate

Name and address of the Guidance: Signature of the

guide:
DR. K. PRANEETHA
Associate Professor
Government degree College for
Women(A) , Begumpet
Hyderabad.

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 ACKNOWLEDGEMENT

I wish to pledge and reward my deep sense of gratitude for all those who have
supported and encouraged me to make this project work entitled " Traditional
business & E commerce"

I gratefully inducted to my faculty guide for encouraging me and for her constant support
throughout the course of the project and helping me complete its successfully
I finally thank my family nd friends for their constant support and guidance without
whose corporation my project would have been in complete

[Link] [Link] [Link] [Link] [Link]

1085-20-405-194 1085-20-405-170 1085-20-405-108 1085-20-405-148 1085-20-405-144

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Traditional BUSINESS & E COMMERCE

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 ABSTRACT

Along with the traditional business method ,E-commerce is

also being used more and more in India .E-commerce means electronic
commerce ,By using internet goods and services can be exchange very
easily and convenient . Through E-commerce high growth of economy but
also some challenges facing by e -commerce, which removing very soon.
Provision has also been made for ecommerce in the consumer protection
act 2019 so that consumers can get protection from any type of fraud that
occurs through e-commerce.

Keyword- E-commerce, Traditional, Transaction, Liberalization, customize.

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TABLE OF CONTENTS

[Link] Contents [Link]

1 INTRODUCTION 8
1.1 Introduction 9

1.2 Objectives of the study 10

1.3 Need of the study 10

1.4 Scope of the study 10

1.5 Limitations of the study 10

2 HISTORY OF AMAZON 11
2.1 Review of literature 12

3 METHODOLOGY 17

4 EXPERIMENTATION 19

5 RESULT & DISCUSSION 29

6 CONCLUSION 30

7 FUTURE SCOPE 31

8 REFERENCES 32

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 CHAPTER-1
INTRODUCTION

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1.1 INTRODUCTION:
Today every one is familiar with the word e-commerce . E commerce means
electronic commerce which deals with the buying and selling of goods and exchange of
products, services and information through the internet. On E commerce platform a
person can deal with customers around the world. People perform buying and selling of
goods and services over the internet.

As E commerce is in demand of present time, business , customers, and nations. E -

commerce deals with the online buying and selling process and it is the primary reason
behind the growth. We know that one of the best and E- commerce platform is amazon.
[Link] is an American multinational technology company which focus on e
commerce cloud computing, digital streaming and artificial intelligence. Amazon. com's
millions of customers.
Amazon is successful platform due to its high-quality customer experience. They
[Link] is a vast Internet-based enterprise that sells books, music, movies,
house wares, electronics, toys, and many other goods, either directly or as the
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middleman between other retailers offer reasonable prices, reliable shipping, a
large product catalog, safety while shopping, and they cater their products on
display to each individual consumer.
Amazon is one of the largest platform which used for shopping, electronic fund transfer
like Amazon pay, and provide entertainment like amazon music and amazon prime

Amazon will be provided with some of the services that :

[Link]
Amazon Alexa
Amazon app store
Amazon pay
Amazon music
Amazon prime

Online shopping is an developing concept and used everywhere in the world and it has
come into presence because of Internet. Online shopping and E-commerce has altered
the game for the retail industry. One of the best examples of e-commerce is amazon as
it runs its business operations with the vendors and customers solely on internet The
business model of [Link] aims at" extensive customization of their information
system and business processes to accommodate customers requirements online" .The
reduced cost factors of Internet, as a direct channel of clients and a company with
relatively less maintenance costs and investment, were considered to be the key factors
to the achievement of an online based business. Online businesses had a shift of
efforts in the direction of upgrading of the grade of experience for their consumers and
E-commerce services.

1.2 OBJECTIVES OF THE STUDY:

* To find out the customer satisfaction towards online purchase in amazon.
* To find the services provided by amazon.
* To know about the employment opportunities provided by amazon.

1.3NEED OF THE STUDY:

* To know the importance of amazon platforms in the society.
* To find out customer satisfaction towards amazon.
* To know about the employment opportunities provided by amazon.
* To find out that amazon platforms is giving best services to the people.

1.4 SCOPE OF THE STUDY:

* The scope of the study is limited to Hyderabad.

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1.5 LIMITATIONS OF THE STUDY:
* The study is restricted to a simple of 100 members as compared to the whole
population of India

* The study focused on only customers satisfaction towards amazon.

CHAPTER-2
LITERATURE REVIEW

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2.1 REVIEW OF LITERATURE:
Vikas(2017)," impact of e-commerce on customers satisfaction towards amazon
"According to the survey the development of modern technology, they emphasize
people's way of life is changing day by day. These changes have also affected the
way of shopping. The primary data for this research has been collected through a
survey of 100 consumer by questionnaire .This study used factor analysis to
provide evidence that consumer perception towards online shopping . The results
of the study supported that the customers perceive online shopping with positive
frame of mind and show that the emergence of various factors pertaining to
online shopping.

Neha s.(2018),"impact of e- commerce on customer satisfaction towards

amazon"The results of this study shows the customer satisfaction towards
amazon platforms. They found that the convenience of the services linked to the
guaranteed package process and its delivery and very low price prompted them
to shop online more [Link] quality and services guarantees for online
customers have comfort and satisfaction with amazon platforms. Respondents
found that, without compromising on quality and guaranteed services, they
received the lowest price .They told as customers frequently visit online sites, and
the Amazon platforms is more reliable. There is no delay in dealing with the
customers in any inquiries related to goods ordering, delivery, feedback etc..

Suman(2021),"impact of e-commerce on customers satisfaction

towards amazon "This study involves of customers satisfaction towards amazon.
They says that the customers who are purchasing in Amazon are mostly satisfied
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with the amazon portions .Like they are satisfied with price,quality and quantity,
and easy to shop in amazon, number of varieties with reasonable [Link] they
maintain hygiene package and amazon provide quick services to the customers.
The customers says that Amazon deals with wide range of varieties like electronic
gadjets, home appliances, skin care ,haircare,clothing,bags,shoes, etc...And also
providing quick services like quick deliveries, easy returns,easy exchanges, and
customers says that they have number of features with that every person can
know how to shop at amazon,the customers says that everyone can understand
the language which is there in amazon ,And they says there is no of language
options in amazon .with that reliability Amazon is the best e-commerce platform
in our world.

Pavanranga(2019)" impact of e-commerce on customers satisfaction towards

amazon platforms " Most of the people agree that amazon is better than other
[Link] examined that people are working in Amazon portions like
shopping, prime, music, pay,Appstore .They says that Amazon need much people
to work efficiently, And also amazon is providing employment opportunities to
the [Link] emphasize that thousands of people are working in Amazon
portions. And also Amazon is giving the reasonable salary for the work of agents
who are working in Amazon.

Babu(2016)"impact of e-commerce on customers satisfaction towards amazon

platforms " In this studycustomers have observed that amazon is using for
shopping and also for entertainment purpose ,and also for payment purpose
[Link] have number of Amazon platforms like amazon pay,Amazon
prime,Amazon music,Amazon pay .Every platform is different in [Link] is
used for entertainment purpose like to watch movies,with the prime membership
only we can able to watch in Amazon prime, and amazon music also provide
entertainment [Link] pay is also one of the portion which deals with
payment modes like sending money or receiving money through mobile number
or UPI or through bank transfer. If we use Amazon pay ,we can find more and
more deals in paying of electricity and gas [Link] of the people agree that
amazon portions are the best portions giving the best to the customers .

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15
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CHAPTER -3
METHODOLOGY

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Research Methodology:
* Research design: A simple well- structured questionnaire is being given to the
respondent.

* Research Technique: percentage method.

* Sampling unit: All respondents ranging from age group of 18-35 years.

* Period of the study: Time taken for the study is 3 months.

* Data collection: Data had been collected using both primary and secondary methods.

Primary data is collected through questionnaire and personal interview.

Secondary data is obtained from sources like internet, websites and printed materials.

4 EXPERIMENTION
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Gender

Options No of responses Ppercentage

Male 47 47.4%

Female 53 52.6%

Total 100 100%

1. Do you support online shopping?

Options Number of responses Percentage

Yes 85 85.1%

No - -

Of course 15 14.9%

Of course not - -

Total 100 100%

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Yes= of course

No= of course not

Interpretation: From the above table 100% of customers support online shopping
2. Which platform do you and your family prefer for online shopping

Options [Link] responses Percentage

Flipkart 12 11.7%

Amazon 78 77.7%

Myntra 6 6.4%

Meesho 4 4.2%

Total 100 100%

Interpretation: From the above pie chart majority the customers prefer that amazon
platform for shopping purpose and that is 77.7% ..

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 3. Did you use amazon for online shopping process?

Options [Link] reponses Percentage

Yes 84 83.9%

No - -

Of course 16 15.1%

Of course not - -

Total 100 100%

Yes = of course

No= of course not

Interpretation: From the above pie chart ,we can observe that 99% of customers
use amazon for online shopping purpose.
4. What is your tool or portion in amazon?

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 Options [Link] response Percentage

Services 11 10.6%

Shopping 32 31.9%

Both 53 53.2%

Others 4 4.3%

Total 100 100%

services+shopping=both

Interpretation : From the above pie chart,I have observed that 53.2% of respondents
use amazon for shopping as well as services and 31.9% of people use for shopping
purpose only.10.3% of people use for other purpose only and remaining use for others.
5. What is your priority, when you are shopping in Amazon?

Options No of response Percentage

Electronic gadjets 43 42.6%

Home appliances 18 18.1%

Clothes 33 33%

Others 6 6.4%

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 Total 100 100%

Interpretation: 42.6% of the respondents priority is electronic gadjets,18% respondents

prefer home appliances ,33.3% of people prefer clothes and 6.4% of people choose others
while shopping in amazon.

6. How satisfied are you with amazon services ?

Options [Link] responses Percentage

Strongly satisfied 54 54.3%

Satisfied 46 46.7%

Strongly dissatisfied - -

Dissatisfied - -

Total 100 100%

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Intrpretation: 54.3% of respondents are strongly satisfied with services of Amazon and 46.7%
are satisfied

7. Which feature of amazon do you use most often in your day-to day?

Options [Link] responses Percentage

Amazon prime 57 57.4%

Amazon music 6 6.4%

Amazon shopping 32 31.9%

Amazon pay 5 5.3%

Other

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Interpretation: 57.4% of the respondents use amazon prime most oftenly and 31.9% use
amazon shopping mode,6% use amazon music and 5% use Amazon pay.

8. What is the Amazon's greatest strength?

Options [Link] responses Percentage

Provides quality services 69 69.1%

Providing entertainment 19 19.1%

through amazon prime and
music

Makes easy payments 6 5.4%

through amazon pay

Others 6 6.4%

Total 100 100%

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Interpretation: 69.1% of the respondents agree that providing quality services is the
greatest strength of Amazon. 19.1% considered entertainment and music as Amazon's strength
and 5.4% for their easy payments.

9. How often do you use the products or services?

Options [Link] responses Percentage

One 39 38.7%
year

Two 20 20.4%
years

Three 9 8.6%
years

More 32 32.3%
than
three
years

Total 100 100%

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Interpretation: 38.7% respondents use the products or services for one year,32.3% of the
respondents used for more than three years.

10. Does amazon services provide the employment opportunities?

Options [Link] responses Percentage

Yes 86 86.2%

Absolutely 7 7.4%

No 6 6.4%

Absolutely not - -

Othes 100 100%

In question

Yes=absolutely

No=absolutely not

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Interpretation: 93.6% of respondents agree that amazon provides employment
opportunities and 6.4% of people disagree.

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 5 RESULTS AND
DISCUSSION

* According to the survey 100% of people prefer online shopping

* 77.7% of customers use amazon paltforms for shopping purpose and services .

* 42.6% of respondents priority is electronic gadjets, 18% is home appliances,

33.3% of clothes and 6.4% is others while shopping in amazon.

* 57.4% of respondents use amazon prime most oftenly,31.9% use amazon

shopping mode,6% use amazon shopping and 5% use amazon pay.

* 97.9%of respondents agree that amazon services are quick.

* 69.1% of people agree that amazon is providing quality of services to the

customers.

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* 79.6% of respondents are satisfied with prices of Amazon.

* 58.5% of the people agree that amazon is better than other platforms.

* 97.9% of the customers agree that amazon is providing quick services .

* most of the people said that amazon is selling their goods and services at
reasonable prices.

* 52.7% of respondents prefer cash on delivery payment mode while shopping.

*51.1% of respondents rated Amazon platforms as excellent.

* 30.1% of respondents are in favour of shopping again and again from amazon
store.

6 CONCLUSION
A study on Amazon platforms consisted with the aspects in
which the customers of Amazon are satisfied and the
customer satisfaction of the sites. The innovative thinking of
Amazon sites to reach more and more consumers is
appreciable .They increased their network as much as possible
with ultimate aim of reaching more and more consumers. And
this study concluded that Amazon platforms are highly best
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one, when compared to other platforms. This study involves in
various aspects of customers satisfaction on amazon
platforms is satisfied with price, speed of delivery,
loyalty ,variety of products, customers support, quality of
delivery products, recurring purchase in same store, offers and
discounts and advertisements. Based upon customers survey,
However Amazon satisfies the customers in various aspects
like providing quality of goods and services at reasonable cost,
and provides the information in understandable way.
However this survey concluded that Amazon platforms are the
best platforms and more customers agree that these
platforms are providing best features within short span of
time .

7 FUTURE SCOPE
One of the best e-commerce platform is [Link] is a vast internet based
enterprise, that sells books to read,music and movies for entertainment,
housewares,electronic, toys,and many other goods and services to the customers.

* Amazon platforms portal should be made as user friendly for the customers.

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*sometimes consumers may face delivery issues due to logistic complaints, hence
the portal should take appropriate measures to overcome the problem.

* one of the major drawbacks that the respondents have felt is no prosper
returning policy to the [Link] getting opinion from the respondent if the
above said problem occurs,then they should be guided in a proper way to return
the [Link] will create a good website reputation and repurchasing power of
the respondents.

* The respondents face major problems on theft of credit card information and
lack of security on online payments, implementing precautions steps to solve the
problems shall create consumer confidence .

* The reliability and responsiveness is the major key for success of every business
and that will attract the customers repurchasing intention.

* Amazon focused on the review given by customer for changes begin the
product.

8 REFERENCES
Websites:

*B Kumar, R Aswani, M Seema - J. Interdisc. Cycle Res, 2020 -

[Link]

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* CT Havard - Findings in Sport, Hospitality, Entertainment, and Event
…, 2021 - [Link]

* A Sharma, D Jhamb - Academy of Marketing Studies Journal, 2020 -

[Link]

* K Kaushik, R Mishra, NP Rana, YK Dwivedi - … of retailing and

Consumer …, 2018 - Elsevier

* P Akar, N Mathur - International Journal of Modern …, 2021 -

[Link]

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