Project Report

Title of the Project

Role of E-Commerce: Flipkart

Name of the Candidate: Mamta Singh

Registration No: 1032221600847 of 2022
Name of the College: Barrackpore Rastraguru Surendranath
College
College Roll No: 2200704

Supervised by:
Sri Animesh Chakraborty
Faculty Member
Department of Commerce
Barrackpore Rastraguru Surendranath College

Month & Year of Submission:

 Annexure-1
Supervisor’s Certificate
This is to certify that Ms. Mamta Singh, a student of [Link].
Honours in Marketing of Barrackpore Rastraguru
Surendranath College under the West Bengal State University,
Barasat has worked under my supervision and guidance for
her Project Work and prepared a Project Report with the title
“Role of E-Commerce: Flipkart”.

Place: Barrackpore
Date:
Signature:
Name: Sri Animesh Chakraborty
Designation: Faculty Member,
Department of Commerce,
Barrackpore Rastraguru Surendranath College

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 Annexure-2
Student’s Declaration
I hereby declare that the Project Work with the title “Role of
ECommerce: Flipkart” submitted by me for the partial fulfilment of
the degree of [Link]. Honours in Marketing under the West Bengal
State University, Barasat.
However, extracts of any literature which has been used for this report
has been duly acknowledged providing details of such literature in
references.

Place: Barrackpore
Date:
Signature:
Name: Mamta Singh
Address: 44, Aligol Mahal,
Sadar Bazar, Barrackpore,North 24 Pgs
Registration: 1032221600847 of 2022
Roll No.: 2200704

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 ACKNOWLEDGEMENT
I would like to express my sincere gratitude to all those who
supported me throughout the completion of this research work on the
topic “Role of E-commerce: Flipkart.”

First and foremost, I extend my heartfelt thanks to the West Bengal

State University and Barrackpore Rastraguru Surendranath College
for giving me this opportunity to do this research work.
I am also grateful to my college Principal Dr. Monojit Ray, for
allowing me to use the online library facility for the completion of my
research work. The academic environment and access to knowledge
have played a crucial role in the successful completion of this study.

I am deeply grateful to my guide and mentor, Sri Animesh

Chakraborty, Faculty Member, Department of Commerce,
Barrackpore Rastraguru Surendranath College,whose invaluable
guidance, constructive feedback, and constant encouragement have
been instrumental in shaping this research. I am greatful to him for his
constant support throughout the process
Finally, I thank my family and friends for their continuous motivation
and support throughout the research process.

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 Table of Contents

Chapter-I Page No.

Introduction…………………………………………………………... 5-12

Literature Review……….……………………………………………..13-14

Objectives of the Study………….…………………………………….14

Methodology…………………………………………………………...15-16

Chapter-II
Conceptual Framework (National/International Scenario)
……………………………… ………………………………17-18

Chapter-III
Presentation of Data & Analysis……………………………………...19-27

Findings………………………………………………………………..28

Chapter-IV
Conclusion……………………………………………………………..29

Limitations…………………………………………………………......29

Recommendations……………………………………………………..30

Bibliography & References……………………………………………31

Questionnaires………………………………………………………...32-33

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 Chapter I
Introduction
E-Commerce:
Ecommerce, or electronic commerce, is the process of buying and selling
goods and services over the internet. It involves the exchange of products
or services between businesses, consumers, or both.
E-Commerce is a modern business methodology that addresses the needs
of organizations, merchants, and consumers to cut costs while improving
the quality of goods and services and increasing the speed of service
delivery.

Examples of E-Commerce Platforms:

- Amazon, Flipkart, Myntra - for shopping goods
- IRCTC - for railway ticket booking
- Paytm, Google Pay - for online payments

Types of E-Commerce:
1. Business-to-Business(B2B)
2. Business-to-Consumer(B2C)
3. Consumer-to-Consumer(C2C)
4. Consumer-to-Business(C2B)
5. Business-to-Administration(B2A)
6. Consumer-to-Administration(C2A)

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Business-to-Business(B2B)

Order
Supplies
processing Manufacturer/
Organisation

website

Orders
Wholesaler

Sell
Retailer

A business organization following the B2B model sells its

product through its website to an intermediate buyer, who then
sells product to the final customer. E.g. a wholesaler places an
order from a company website and after receiving the product,
sells the end product to the final customer.

It benefits are- more customers, more efficiency, more

opportunities, to grow business, improve brand awareness,
excellent customer service.

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 Business-to-Consumer(B2C)

Organization

Supplies
Order

processing

Customer Website
Orders

A organization following the B2C business model sells its products

directly to the customers through its website. A customer can view the
products shown on the website and can choose the product and order
the same. This is one of the most common type of e-commerce.
Its benefits are- transactions take place online, which is an efficient
cost-cutting method, more business opportunities, as well as it can
acquire valuable data from their customers and visitors.
In the case of information goods, B2C e-commerce is even more
attractive because it saves firms from factoring in the additional cost
of a physical distribution network. Moreover, for countries with a
growing and robust Internet population, delivering information goods
becomes increasingly feasible.

Examples: Amazon, Walmart etc.

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 Consumer-to-consumer(C2C)
Places Advertisements

Website

Want to buy product

Want to sell product
Receives product

Customer 1
Customer 2

Receives Money

A website following the C2C model helps customers to sell their

assets like cars, motorcycle etc. or services to other individuals by
publishing the information on the website. Website may or may not
charge consumer for its service.
These platforms facilitate listings, payments, communication, and
dispute resolution, enabling seamless peer-to-peer transactions.
Unlike traditional retail models, C2C e-commerce eliminates
intermediaries like retailers or manufacturers. Prices are set by sellers
based on market demand, while reputation systems and customer
reviews help build trust between buyers and sellers.
Examples: eBay, Craigslist, Airbnb etc.
Its benefits are – Sellers can reach a large audience easily, lower costs
and price flexibility, additional comfort for buyers etc.

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 Consumer-to-Business(C2B)
C2B is a business model in which consumers create value and
business consume that value. Example: when a consumer writes
review or when a consumer gives useful idea for new product
development then that consumer is creating value for the business if
the business adopts it.
Another form of C2B model is in which consumers can offer products
and services to companies, and the companies pay the consumers. It
is exact reversal of a B2C model.
The method is popular in crowdsourcing based projects, the nature of
which typically includes logo designing, sale of royalty-free
photographs/media/design elements.

Business-to-Administration(B2A)

Business Organization Government

Website

In B2G model websites are used by government to trade on or

exchange information with various business organization.B2G model
is a variant of B2B model.
In B2G model, businesses sale product, services or information to
govt. agencies. It provides a way for business to bid on govt. projects
or products that governments might purchase according to the needs.

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Consumer-to-Administration(C2A)

Consumer Website Administration

In the Consumer-to-Administration (C2A) e-commerce model,

consumers interact with the government or public administration to
access certain services or information. It involves using digital
platforms to enable citizens to interact with government services
online.
This type of e-commerce is becoming more popular as more
governments around the world digitize their services, making it easier
for consumers to access information and conduct transactions online
e.g. Online tax filing, bill payments, digital license renewal etc.

Advantages of E-Commerce
1. Faster buying: Customers can spend less time in
shopping for what they want. They can easily browse
through many items at a time and buy whatever they like.
On the other hand physical stores maybe far away from
customers’ locality.

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 2. Cost reduction: Many sellers have to pay lots of
amount to maintain their physical store like, rent, repairs,
store design, inventory etc. But an e-commerce store is
affordable and requires less investment when compared
with physical store.
3. Flexibility: In e-commerce, sellers can provide
flexibility to customer. Here, products and services are
ready for 24×7 and 365 days. Moreover, seller can offer
his item in any place and in any time.
4. No Reach Limitations: A seller with a physical store
can be distanced limitations. But in e-commerce there are
no reach limitations.
5. Different Payment Modes: E-Commerce market
places permit different payment modes like, UPI, Cash
On Delivery (COD), Card On Delivery, Net Banking and
Pay later credit facilities.
6. Easy exports: E-Commerce exports access sellers to
directly sell to international customer in global market
places. For growing business e-commerce exports can be
a very profitable model.
7. Save money: Products offer over the internet are
generally cheaper than those in the shop. So, customers
can save their money .

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 8. Comfort: Due to bad weather, economic and health
situations many people cannot go shopping. So e-
commerce is convenient for those in buying goods and
services without creating physical limitations specially in
Covid-19 situations.
9. Affordable Marketing: Here, sellers don’t have to
spend a lot of money to promote the items because e-
commerce market places all visual channels where
sellers can show off their products.

E-Commerce, while offering numerous benefits, also

presents some drawbacks.

Disadvantages of E-Commerce
 Lack of social interaction
 Security risks
 Difficulties with return
 Lack of trust

Despite having such disadvantages, the e-commerce sector

plays a crucial role in the development of our country.

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Need of the Project
In recent times, a significant shift has been observed in
consumer behavior, with a growing preference for online
shopping over traditional retail. Online shopping offers
greater convenience and saves time, eliminating the need to
visit physical stores. Now a days retail sectors are facing more
challenges. Many sellers have shifted their business to online
to reach large number of audience and expand their
businesses. The sector’s growth has been driven by increasing
internet penetration and improved logistics infrastructure. In
the context of the Indian market, Flipkart stands out as one of
the key players, making it an important subject of study in
understanding the evolving dynamics of e-commerce.

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 Literature Review
Electronic Commerce or E-commerce nowadays has become
a home affair for every one of us. From merely being a
marketing platform to one touch buying and selling, the E-
commerce market in India has undergone tremendous growth.
The objective of this paper is to identify and examine the
factors responsible for the E–commerce boom in India and to
recommend strategies to accelerate the growth of E–
commerce industry. We examine the historical trends and
provide evidence on how the Indian E–commerce sector is
positioned for an exponential growth. Through the literature
survey, we identify the emerging markets, trends and impact
of COVID–19 on the industry. From this analysis, it was
found that the focus till date has only been on the demand side
of the E–Commerce sector-to generate the demand. With a
great success towards that direction, we identify the need to
shift our focus on interventions/support to the supply side of
the sector. Based on historical trends, a set of strategies have
been recommended to the policy makers, using which the
growth of the sector can be accelerated.
-Gaurav Shetty, Dheeraj Mandloi, Shrey
Nougharahiya (2021)

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Objectives of the Study
 To understand e-commerce’s role in modern business.
 To understand benefit and challenges of e-commercce.
 To analyze consumer satisfaction and loyalty towards
Flipkart.
 To evaluate e-commerce’s potential for growth and
development.
 To understand customer awareness on Flipkart.
 To discover the factors that influencing consumer’s
purchasing behavior.

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Research Methodology
Data Collection Method:
 Primary data was collected through the survey method
(questionnaire observation and interview) from the
respondents. Questionnaire is aimed at studying
customers wants, preferences and feedback for the online
site such as Flipkart.
 Interview was conducted for some respondents to find
out the drawbacks of the online model of Flipkart.
 Secondary data was collected through various websites
and articles, available on the internet.

Sampling Size:
 For the research 75 respondents were taken out of which
85% of the population are frequent users of online
shopping.
 The study is being conducted for online shopping is
limited within the area of Barrackpore.

Tools:
The tools that are used for analyzing data are rating method:
Graphs, pie charts etc. The uestionnaire is shared among
respondents to get unbiased answers.

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 Method of Analysis:

The data collected from the customers are transcript to

the worksheet in the form of tally bars and analyzed by
statistical tools by drawing tables & graph, presumptions
are drawn on a marketing concept and conversation.
Based on the marketing concepts findings of the research
were driven and recommendations are made.

Type of Study:

This study focuses on online shopping habits in

Barrackpore area, specifically exploring customer
preferences for Flipkart, based on factors like income
level, product selection, and overall satisfaction.

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 Chapter-II
CONCEPTUAL FRAMEWORK/
NATIONAL AND INTERNATIONAL
SCENARIO:
National scenario:
Flipkart is one of the largest e-commerce platforms in India,
revolutionizing the way consumers shop online. Established in 2007,
it has played a pivotal role in driving digital retail growth across the
country. With its wide product range, user-friendly interface, and
robust delivery network, Flipkart has significantly contributed to the
expansion of the Indian e-commerce sector. Its strategies continue to
shape consumer behavior and market trends at the national level.
Flipkart was founded in October 2007 in Bangalore by Sachin Bansal
and Binny Bansal, alumni of the IIT Delhi and former Amazon
employees.
Flipkart, one of the most popular & leading e-commerce companies in
India with a market share of 48% as of financial year 2023, &
Flipkart’s valuation stood at $37.6 billion as of 2022. In August 2018,
American retail giant Walmart bought 77% stake in the company for
$16 billion. Flipkart currently has more than 400 million registered
customers and the company is offering more than 150 million
products in more than 80+ categories. Flipkart currently has about
36,000 employees and is competing in the e-commerce sector in India
with competitors such as Amazon.
Flipkart Ventures, the investment arm of Flipkart, is a $100 million
fund founded on a vision to back early-stage startups in India and

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thereby help support the ecosystem to build innovative solutions for
the next wave of internet users.
The initial development budget of Flipkart was ₹400,000 (US$4,700).
It later raised funding from venture capital firms Accel India
(receiving US$1 million in funding in 2009) and Tiger Global (US$10
million in 2010 and US$20 million in June 2011).On 24 August 2012,
Flipkart announced the completion of its 4th round of funding, netting
a total of US$150 million from MIH (part of the Naspers Group) and
ICONIQ Capital. The company announced on 10 July 2013 that it had
raised an additional US$200 million from existing investors,
including Tiger Global, Naspers, Accel Partners and Iconiq Capital.
On 22 December 2023, Flipkart confirmed that US$600 million will
be raised from Walmart out of its total fundraising plan of US$1
billion.
On May 2024, Google invested almost $350 million into Flipkart.
In the fiscal year 2022-23 (FY23), Flipkart's revenue was ₹56,013
crore, a 9% increase from the previous year.
Flipkart Internet, the marketplace arm of Flipkart, reported revenues
of Rs 17,907.3 crore for 2023-24, up nearly 21% year-on-year, while
its losses fell 41% to Rs 2,358 crore, according to regulatory filings
sourced from business intelligence platform Tofler.
In 2024, Flipkart also introduced the Flipkart UPI handle to further
enhance its digital payment offerings for all customers and further
India’s digital economy vision.

International scenario:
As of today, Flipkart primarily operates within India. The company's
main operational focus and physical infrastructure are situated in
India. Flipkart does not have its own physical stores or delivery
networks outside of India.
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 Chapter-III
Presentation of Data & Analysis

Figure-1

Gender
Male Female Prefer not to say

20%

32%

48%

From the above Figure-1 we can come to the conclusion that:

 48% of the samples were Female.
 32% of the samples were Male.
 20% preferred not to reveal their gender.

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 Figure-2

Age Group:
15-22 23-30 30-40 Above 40

11%

36%
18%

35%

The above Figure-2 shows the age group of the

customers who were taken as sample for the study. By
analyzing, we can conclude that:

1. 36% of the sample belongs to the age group of 15-22

years
2. 35% of the sample belongs to the age group of 23-30
3. 18% of the sample belongs to the age group of 30-40
4. 11% of the sample belongs to the age group of above 40

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Figure-3

Education:
Less than Secondary Secondary Higher Secondary Graduate

5%

37%
35%

23%

From the above Figure-3 we can conclude that:

 37% of the respondents have completed their Graduation.
 23% of the respondents have completed their 12 th or
Higher Secondary
 35% of the respondents have completed their Secondary
School.

Figure-4
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 Income Level p.a.
<1,50,000 1,50,000- 2,50,000 2,50,000-3,00,000 >5,00,000

10%
20%

35%

35%

From Figure-4 we can conclude that:

 35% of the samples have annual income of 1,50,000-2,50,000
 35% of the samples have annual income of 2,50,000-3,00,000
 20% of the samples have annual income of <1,50,000
 10% of the samples have annual income of >5,00,000

Figure-5

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 How frequent do you visit e-commerce
sites?
once or twice a year
20% More than once a month
30%

once in 2-6 months

16%

once in 1-2 months

34%

In Figure-5, it can be clearly seen that:

1. 34% of the respondents shop through e-commerce websites once
in 1-2 months.
2. 30% of the respondents shop through e-commerce websites
more than once in a month.
3. 20% of the respondents shop through e-commerce websites once
in 2-6months.
4. 16% of the respondents shop through e-commerce websites once
or twice a year.

Figure-6

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 Do you prefer online shopping?

20%

Yes
No

80%

 80% of the population prefer online shopping.

 While remaining 20% do not prefer online shopping.

Figure-7

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 Are you aware of Flipkart?
Yes No
5%

95%

 95% of the respondents are aware of Flipkart.

 Only 5% do not know about it.

Figure-8

Do you consider online

shopping safe?
Yes No

10%

90%

 90% of the respondents consider it safe.

 While remaining 10% is uncertain about it.

Figure-9

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 Which online website do you prefer the
most?
Amazon Flipkart Meesho Others

2%
10% 32%

56%

 56% of the respondents prefer Flipkart.

 32% of the respondents prefer Amazon.
 10% of the respondents prefer Meesho.
 2% of the respondents prefer other websites.

Figure-10
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 Why do you prefer Flipkart more?
45%
40%
35%
30% Why do you prefer Flipkart
25% more?
20%
15%
10%
5%
0%
Wide Variety Price Efficient Better Service Better Quality

In Figure-10, it can be clearly seen that:

 39% respondents said that Flipkart provide them better
service.
 24% respondents said that they get poducts in right price.
 Another 21% said that they get better quality.
 16% respondents said that they get wide variety of
product.

Figure-11

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 Will you recommend
Flipkart to your Family &
friends?

10% Yes
No

90%

 90% of the respondents will recommend Flipkart to their

family & friends.
 While 10% among them said they will not.

Figure-12

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 Are you satisfied with Flipkart?
Yes No

5%

95%

 95% respondents said they are satisfied with Flipkart.

Figure-13

Have you found and drawbacks

in Flipkart?

37%
Yes
No

63%

 63% respondents said that they found no drawbacks, while 37%

respondents said that there are some drawbacks.

Findings
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 I. 90% of respondents feel safe in online shopping they have no
fear and have started shopping online while still 10% are
hesitant of shopping online they are the late majority type of
customers who adopt the technology and advancement in later
stage.
II. 80% of respondents prefer online shopping as they get variety of
products of good quality at one place while remaining
respondents feel that they prefer traditional shopping where they
can touch the product and then decide whether they want to buy.
III. 56% of the respondents preferred Flipkart over other sites like
Amazon, Meesho because of price efficiency, more Cash-on-
Delivery availability, great delivery timings, good return policy
& many other factors.
IV. Only 5% of the customers had a bad experience with Flipkart,
regarding delivery timing and the return of goods, which is not a
bad ratio and can be improved further.
V. Respondents are not hesitant in recommending the site to any
friends or family.
VI. On the basis of customer satisfaction they rated Flipkart 9 out of
10, and on the basis of personal experience they rated 8 out of
10.
VII. Flipkart offer various kind of products at a good pricing, which
leads to greater satisfaction of the users.
VIII. Flipkart is a consumer- friendly site and offers various services.
IX. More than majority of respondents had an amazing first
experience with the site and prefer flipkart over its competitions
due to the quick service, wide variety safety reasons, cash on
delivery facility, low prices and most importantly being an
Indian venture which as wide availability of products.
X. Respondents are satisfied by the business model of flipkart it is
a very systematic organisation.

CHAPTER IV
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 Conclusion
Flipkart has played a pivotal role in transforming the e-
commerce landscape in India. As one of the earliest and most
successful e-commerce platforms in the country, it has not
only revolutionized the way people shop but also contributed
significantly to digital adoption, logistics innovation, and
market expansion. Flipkart’s customer-centric approach,
robust technological infrastructure, and competitive strategies
have set benchmarks for the industry. The platform’s impact
extends beyond commerce, influencing employment, digital
payments, and small business empowerment. As e-commerce
continues to evolve, Flipkart remains a key player shaping the
future of retail in India, adapting to changing consumer
behavior and advancing with technological innovation.

Limitations

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  It is not possible for any market study to make it accurate
due to many hurdles in the collection and computation of
data. Some limitations of the study are listed below.
 The sampling frame to conduct the study has been
restricted to area near Barrackpore only.
 Findings of the study are based on the assumption that
respondents have disclosed in the questionnaire.
 Time was a major constraint.
 The study is mainly based on Flipkart.

Recommendations
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1. Flipkart should continue to invest in improving customer
support through AI-powered chatbots and faster query
resolution systems.
2. Expanding delivery services to rural and remote areas can
help Flipkart reach untapped markets and increase its
customer base.
3. Implementing eco-friendly packaging and sustainable
supply chain practices will enhance Flipkart’s brand image
and reduce environmental impact.
4. Providing better training and support for small and medium
sellers can ensure better product quality and customer
satisfaction.
5. Leveraging advanced data analytics to provide personalized
recommendations can enhance the shopping experience and
increase customer retention.
6. Since a majority of users shop via smartphones, Flipkart
should continuously improve the mobile app’s speed,
usability, and features.
7. Ongoing investment in cybersecurity measures is crucial to
protect customer data and maintain trust in
online transactions.

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 Bibilography & References
[Link]
[Link]
[Link]
[Link]
business-models
[Link]
[Link]
[Link]
e_commerce_b2b_mode.htm

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 Questionnaire
1. Gender of Respondents?
Male[ ] Female[ ] Prefer Not to Say[ ]
2. Age group of respondents?
15-22 [ ] 23-30[ ] 30-40[ ] Above 40[ ]
3. Education of Respondents?
Graduate[ ] 12th[ ] 10th[ ] Less than Secondary[ ]
4. Income level of Respodents?
1,50,000-2,50,000[ ] 2,50,000-3,00,000[ ] <1,50,000[ ]
>5,00,000[ ]
5. How frequent do you purchase online?
More than once a month[ ] once in 1-2 months[ ] once in 2-6
months[ ] once or twice a year[ ]
6. Do you prefer online shopping?
Yes[ ] No[ ]
7. Are you aware of Flipkart?
Yes[ ] No[ ]
8. Do you consider online shopping safe?
Yes[ ] No[ ]
9. Which online website do you prefer the most?
Amazon[ ] Flipkart[ ] Meesho[ ] Others[ ]

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10. Why do you prefer Flipkart more?
Wide variety[ ] Price Efficient[ ] Better service[ ] Better
Quality[ ]
11. Will you recommend Flipkart to your friends & family?
Yes[ ] No[ ]
12. Are you satisfied with Flipkart?
Yes[ ] No[ ]
13. Have you found any drawbacks in Flipkart?
Yes[ ] No[ ]

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