“A STUDY ON SOCIAL IMPACT OF ONLINE RETAILING ON THE SECTOR -

A CASE STUDY ON FLIPKART”

Submitted in Mahatma Gandhi University Kottayam in partial fulfilment of the requirement for the
award of degree

B.COM COMPUTER APPLICATION

Submitted By

ANNA MARIYA SAJI (Reg.no: 200021075976)

ANNLIYA N J (Reg.no: 200021075977)
ANTONY LINTON NORONHA (Reg.no: 200021075978)

Under the Guidance of

Dr. Shiju CR

DEPARTMENT OF COMMERCE

ST PAUL’S COLLEGE KALAMASSERY

MARCH 2020-2023
 ST PAUL’S COLLEGE KALAMASSERY
Department Of Commerce

CERTIFICATE

This is to certify that the project report entitled “A STUDY ON SOCIAL IMPACT OF ONLINE
RETAILING ON THE SECTOR - A CASE STUDY ON FLIPKART” has been submitted by ANNA
MARIYA SAJI, ANNLIYA N J, ANTONY LINTON NORONHA in partial fulfilment of requirement
for the award of Degree of B.com Computer Application of Mahatma Gandhi University, Kottayam during
the Academic Year 2020 - 2023

Project Guide Head of the Department

Dr. Shiju CR Dr. ASHA E THOMAS

LECTURER IN COMMERCE DEPARTMENT OF COMMERCE
ST PAULS COLLEGE ST PAULS COLLEGE
KALAMASSERY KALAMASSRY

Submitted for viva – voice held on: ……………….

EXTERNAL EXAMINER

DECLARATION
We ANNA MARIYA SAJI, ANNLIYA N J, and ANTONY LINTON NORONHA do hereby declare that
the project work titled “A STUDY ON SOCIAL IMPACT OF ONLINE RETAILING ON THE SECTOR -
A CASE STUDY ON FLIPKART” submitted in partial fulfilment of the requirement for the Degree of
BACHELOR OF COMMERCE to the Mahatma Gandhi University, Kottayam is a Record of original work
done by us during the year 2020-2023 under the supervision of Dr. Shiju CR, Lecturer, Department Of
Commerce, St Pauls College Kalamassery and no part of this report has formed the award of any Degree,
Diploma, Associate, Fellowship or any other similar title or recognition in any other institution

ANNA MARIYA SAJI (Reg.no: 200021075976)

ANNLIYA N J (Reg.no: 200021075977)
ANTONY LINDON NORONHA (Reg.no: 200021075978)

Place :
Date :

ACKNOWLEDGEMENT
First and foremost, we thank the lord Almighty for his perpetual showers of blessing, which led to the
successful completion of our project report. It gives us immense pleasure to present this report. We
express our heartiest gratitude to Dr. SAVITHA K S principal St Paul’s College, Kalamassery for
having permitted us to do this and for her unstained support and encouragement. We express our sincere
thanks to Dr. ASHA E THOMAS Head of the Department who had mentored us throughout the course
of our work and for all her support to complete our work. This work has been completed under the
guidance of Dr. SHIJU CR, Department of commerce who kept on motivating us to put in our best
efforts. We express our heart full gratitude for her valuable guidance throughout the successful
completion of the study. We also express our gratitude to all other faculty members of the Department
of Commerce for their valuable suggestions. We are greatly indebted to each one of them. We also
thank our friends and relatives for their help and encouragement.

ANNA MARIYA SAJI (Reg.no: 200021075976)

ANNLIYA N J (Reg.no: 200021075977)
ANTONY LINDON NORONHA (Reg.no: 200021075978)

TABLE OF CONTENTS

SI. PAGE
CHAPTER
NO NO.
 1 List of Tables

2 List of Figures

CHAPTER 1
3
Introduction

CHAPTER 2
4
Review Of Literature

CHAPTER 3
5
Theoretical Framework

6 CHAPTER 4
Data analysis and Interpretation

CHAPTER 5
7
Findings, Suggestions and Conclusions

8 BIBLIOGRAPHY

9 APPENDIX

LIST OF TABLES
TABLE
TITLE OF THE TABLE PAGE NO
NO
Table 4.1 Table showing age of respondents
Table 4.2 Table showing gender of respondents
 Table showing how long the respondents have been using Kochi
Table 4.3
metro
Table 4.4 Table showing frequency of users of KMRL services
Table 4.5 Table showing the reasons for using Kochi metro
Table 4.6 Table showing the opinion of respondents on safety in Kochi metro
Table showing the satisfaction of respondents on the safety
Table 4.7
measures adopted by Kochi metro
Table showing the opinion of respondents on special preferences to
Table 4.8
women, children, and senior citizens
Table showing the awareness of respondents on routes and
Table 4.9
schedules of Kochi metro
Table showing the satisfaction of respondents on routes and
Table 4.10
schedules of KMRL
Table showing the satisfaction of respondents on enquiry systems of
Table 4.11
KMRL
Table showing the satisfaction of respondents on price rates of
Table 4.12
Kochi metro
Table showing the satisfaction of respondents on time interval
Table 4.13
between two consecutive trains
Table showing the satisfaction of respondents on facilities provided
Table 4.14
by KMRL
Table showing the satisfaction of respondents on hygiene level of
Table 4.15
metro train
Table 4.16 Table showing the easiness of commutation
Table 4.17 Table showing the agreement on safety for differently abled people
Table showing how kochi metro influenced to use public
Table 4.18
transportation
Table showing the primary mode of transportation before kochi
Table 4.19
metro
Table 4.20 Table showing whether fees in metro station is high
Table showing the rating of respondents on whether kochi metro
Table 4.21
improved their lifestyle or daily routine
Table showing the rating of respondents on whether Kochi metro
Table 4.22
improved the quality of life of the respondents of Ernakulam city
Table showing the rating of respondents on whether Kochi metro
Table 4.23
contributed to the overall development of Ernakulam city
Table showing the rating of respondents on whether Kochi metro
Table 4.24
affected the cost of living in Ernakulam city
Table showing the opinion of respondents on whether Kochi metro
Table 4.25
increased the accessibility to important destinations
Table 4.26 Table showing whether Kochi metro affected the job opportunities
 in the Ernakulam city
Table showing whether Kochi metro has created more job
Table 4.27
opportunities for women
Table showing whether Kochi metro helps in the development of
Table 4.28
Entrepreneurship
Table 4.29 Table showing whether Kochi metro helps in reduction of Traffic
Table showing whether Kochi metro helps in reduction of air
Table 4.30
pollution
Table showing whether Kochi metro has created a revolution in the
Table 4.31
transportation sector
Table showing whether the respondents would recommend Kochi
Table 4.32
metro
Table 4.33 Table showing suggestions for improving KMRL services

LIST OF FIGURES
FIGURE
TITLE OF THE FIGURE PAGE NO
NO
Figure 4.1 Figure showing age of respondents
Figure 4.2 Figure showing gender of respondents
 Figure showing how long the respondents have been using Kochi
Figure 4.3
metro
Figure 4.4 Figure showing frequency of users of KMRL services
Figure 4.5 Figure showing the reasons for using Kochi metro
Figure 4.6 Figure showing the opinion of respondents on safety in Kochi metro
Figure showing the satisfaction of respondents on the safety
Figure 4.7
measures adopted by Kochi metro
Figure showing the opinion of respondents on special preferences to
Figure 4.8
women, children, and senior citizens
Figure showing the awareness of respondents on routes and
Figure 4.9
schedules of Kochi metro
Figure showing the satisfaction of respondents on routes and
Figure 4.10
schedules of KMRL
Figure showing the satisfaction of respondents on enquiry systems
Figure 4.11
of KMRL
Figure showing the satisfaction of respondents on price rates of
Figure 4.12
Kochi metro
Figure showing the satisfaction of respondents on time interval
Figure 4.13
between two consecutive trains
Figure showing the satisfaction of respondents on facilities provided
Figure 4.14
by KMRL
Figure showing the satisfaction of respondents on hygiene level of
Figure 4.15
metro train
Figure 4.16 Figure showing the easiness of commutation
Figure 4.17 Figure showing the agreement on safety for differently abled people
Figure showing how kochi metro influenced to use public
Figure 4.18
transportation
Figure showing the primary mode of transportation before kochi
Figure 4.19
metro
Figure 4.20 Figure showing whether fees in metro station is high
Figure showing the rating of respondents on whether kochi metro
Figure 4.21
improved their lifestyle or daily routine
Figure showing the rating of respondents on whether Kochi metro
Figure 4.22
improved the quality of life of the respondents of Ernakulam city
Figure showing the rating of respondents on whether Kochi metro
Figure 4.23
contributed to the overall development of Ernakulam city
Figure showing the rating of respondents on whether Kochi metro
Figure 4.24
affected the cost of living in Ernakulam city
Figure showing the opinion of respondents on whether Kochi metro
Figure 4.25
increased the accessibility to important destinations
Figure 4.26 Figure showing whether Kochi metro affected the job opportunities
 in the Ernakulam city
Figure showing whether Kochi metro has created more job
Figure 4.27
opportunities for women
Figure showing whether Kochi metro helps in the development of
Figure 4.28
Entrepreneurship
Figure 4.29 Figure showing whether Kochi metro helps in reduction of Traffic
Figure showing whether Kochi metro helps in reduction of air
Figure 4.30
pollution
Figure showing whether Kochi metro has created a revolution in the
Figure 4.31
transportation sector
Figure showing whether the respondents would recommend Kochi
Figure 4.32
metro
Figure 4.33 Figure showing suggestions for improving KMRL services
 CHAPTER 1
INTRODUCTION

1.1 INTRODUCTION

Since decades, online shopping has played a significant role in the retail sector. However, in recent years, it
has gained even more significance as it has transformed how people shop and enabled businesses to connect
with a completely new market of consumers. The number of online shops has increased at an unprecedented
rate as a result of the growth of the internet and e-commerce. The retail industry has been significantly
impacted by this, both in terms of how goods and services are marketed as well as how customers shop.

Customer service has been significantly impacted by online purchasing. Retailers are able to provide
customers a more individualised shopping experience by enabling online purchases of goods and services.
Customers are better able to compare costs and features of various goods and services when they have
access to a variety of options, which allows them to make more educated judgements about their purchases.

The ecology has benefited from online retailing, to sum up. Online shops have decreased the amount of
energy and resources needed to operate by doing away with the requirement for physical stores.
Additionally, by utilising renewable energy sources, internet businesses have been able to lower their
carbon footprint.

The retail industry in India has been significantly impacted by online commerce. Flipkart, one of the most
prosperous online merchants in India, was established in 2007 and has since grown to be the largest e-
commerce firm in the nation. Users can now quickly compare prices, check for availability of products, and
place orders from the comfort of their homes, Flipkart has altered how people shop in the country.
Customers no longer need to travel to the store to make purchases, which has allowed them to save both
time and money.

As the most well-known online shopping destination in India, Flipkart has established itself as a prominent
participant in the e-commerce industry. The business has also been successful in utilising its substantial
client base and inventory to provide customers with competitive prices and discounts. This has helped
Flipkart to grow its market share by enabling it to draw in and keep customers.

In conclusion, online retailing has had a significant impact on the retail sector. It has changed the way
customers shop as it has enabled customers to save time and money as they can now easily compare prices,
check availability, and place orders from their doorsteps. Online retailing has increased competition,
enabled companies to expand their reach, and had a positive impact on the environment. Specifically, the
case of Flipkart has been particularly successful in India, due to its low prices, convenience, and wide
selection of products. By continuing to innovate and embrace new technologies, online retailers can
continue to remain competitive and relevant in the ever-evolving retail sector.

1.2 STATEMENT OF THE PROBLEM

Flipkart has been one of the most successful online retailers in India and has made people to buy quality
products in the comfort of their home and has made retailing easy and comfortable to both retailers and
customers.

The purpose of this study is to investigate the impact of online retailing, specifically Flipkart on the retail
sector.

The study will examine how Flipkart has created job opportunities, whether online retailing better and cost
effective than offline retailing, the factors that influence consumer preference to online retailing, customer
satisfaction and the social impact created.
1.3 OBJECTIVES OF THE STUDY

1. To study the job opportunities created by Flipkart.

 2. To examine whether online retailing is better and cost effective than offline retailing.
3. To understand customer awareness and factors affecting customer satisfaction.
4. To identify the online buying behaviour of consumers.

1.4 SCOPE OF THE STUDY

The study was focused on Flipkart Private Limited, an Indian e-commerce company in India and its services
during the recent years. The study was limited to 100 respondents selected on random basis. The survey is
confined only to Ernakulam district in the state of Kerala.

1.5 RESEARCH METHODOLOGY

Methodology refers to a systematic and theoretical analysis of the methods applied to a field of study. The
study is carried out to analyse the impact of online retailing by the Flipkart Private Limited and the
preference of the residents of Ernakulam over other retailers. In this study, we have collected the
information from 100 customers of Flipkart, who resides in Ernakulam, through mailing the relevant
questionnaire and obtaining the feedback from them.
The data is collected from the following sources.

1. Primary data
2. Secondary data

Primary data: The primary data is collected through the survey conducted from customers of Flipkart.

Secondary data: The secondary data is collected from already published journals, various websites and other
public domains.

1.6 LIMITATIONS OF THE STUDY

1. Access to the data: As this is a case study based on Flipkart, access to data is limited to the data that
Flipkart is willing to share.
2. Time: The study will be limited to a specific period of time and may not be able to take into account
any long-term trends or changes in the sector.
3. Scope: The study will focus primarily on the impact of online retailing on the sector, Without taking
into account any other factors, such as government regulations, Taxation policies, or competition.
4. Sample size: The number of participants in the study is limited to ernakulam city, leading to a
limited sample size and potential limitations in the results.
5. Generalisability: The results of the study may not be applicable to other sectors or to the overall
retail sector.

1.7 TOOLS OF ANALYSIS

Data analysis was carried out using statistical tools. Graphs and tables are used for the presentation of data.
1.8 SCHEME OF CHAPTERISATION

The scheme of the study has been structured and chapterised into the following five chapters:

CHAPTER NO: TITLE

1 INTRODUCTION
2 REVIEW OF LITERATURE

3 THEORETICAL FRAMEWORK

4 DATA ANALYSIS AND INTERPRETATION

5 FINDINGS, SUGGESTIONS AND CONCLUSIONS

 CHAPTER 2
REVIEW ON LITERATURE
 CHAPTER 3
THEORATICAL FRAMEWORK

THEORETICAL FRAMEWORK

The rise of online retailing has caused a tremendous upheaval in the retail sector in recent years. While e-
commerce platforms like Flipkart, Amazon, Myntra, and others have grown in popularity, people can now
buy from the convenience of their homes and have access to a larger selection of goods. However, this
move to internet shopping has had a significant impact on the traditional retail industry as well as how
customers purchase. As a result, it's crucial to research the social impact of online retailing on the industry,
with a special emphasis on Flipkart.

Consumer purchasing patterns have changed as a result of online retailing. Customers now have more
convenience when shopping because they may do so whenever they want, from the comfort of their homes.
Online sales have significantly increased as a result, and they have been growing rapidly over the past few
years. The Indian e-commerce sector is anticipated to develop at a compound annual growth rate (CAGR) of
27% to reach US$ 99 billion by 2024, according to a report by the Indian Brand Equity Foundation (IBEF).

Online retailing provides customers with a greater selection of goods and services than they would generally
find in a conventional store, which is one of its key advantages. This is so that they may provide a bigger
variety of brands and products than brick-and-mortar stores and to stock a considerably larger inventory.
Also, because they have lesser overhead costs than physical businesses, internet retailers frequently offer
lower prices. Online selling also offers the advantage of greater consumer convenience. Individuals do not
need to leave their houses to shop; they may do so from the convenience of their homes. Those who live in
remote areas or who have limited mobility will particularly benefit from this.

Nonetheless, the traditional retail industry has also been significantly impacted by the rise of online
retailing. Conventional merchants have been forced to adjust to the shifting market dynamics, and many
have found it difficult to compete with internet shops. Small businesses in particular have suffered because
they lack the tools and knowledge necessary to compete with more established internet retailers. Small
retailers have decreased as a result, particularly in urban areas.

Online retailing has had a big impact on consumer behaviour. Customers are becoming more price-
sensitive, and they evaluate costs across numerous platforms before making a purchase. The consumer has
benefited in the end as a result of increased retailer competition. For retailers, meanwhile, it has also
resulted in a reduction in profit margins, especially for small ones who are unable to provide the same
degree of discounts as bigger online stores.

Employment in the retail industry has also been impacted by the rise of online retailing. Although much of
the work is automated, online retailers need fewer staff than traditional stores. As a result, employment in
the conventional retail industry has decreased, especially for low-skilled individuals. On the other side, the
growth of internet retailing has brought forth new job opportunities, particularly in the delivery and logistics
sectors. Online retailing can also harm the environment because it frequently necessitates the use of
throwaway packaging and time-consuming transportation.

Social impact of internet retailing is an intricate topic having both advantageous and disadvantageous. On
the one hand, online retailing offers the ability to offer customers a greater selection of goods and services at
more affordable costs. Also, it can help those who reside in remote areas or have limited mobility shop more
easily and conveniently. On the other side, online selling can result in employment losses in the traditional
retail industry and can help to worsen environmental issues like waste and pollution.

However, online retailing has become increasingly popular in recent years, and it is now a major force in the
retail industry. Online retailers offer a wide range of products and services, and they often have lower prices
than traditional brick-and-mortar stores. This has made online retailing a popular choice for many
consumers.

HISTORY OF ONLINE RETAILING

Online retailing has a long history that dates back to the early days of the internet. Many businesses started
selling goods and services online in the early 1990s. The CDNow which was founded in 1994 was one of
the first online stores. CDNow was an internet retailer that sold CDs and rose to prominence quickly.

In the early days of online retailing, companies such as Amazon, eBay, and PayPal were among the pioneers
of the industry. Amazon was founded in 1994 by Jeff Bezos as an online bookstore and quickly expanded
into other areas such as electronics and toys. eBay, on the other hand, was founded in 1995 by Pierre
Omidyar as an online auction site, and PayPal was founded in 1998 by a group of entrepreneurs as an online
payment system.

As the internet became more accessible to the general public, the popularity of online retailing grew rapidly.
In the early 2000s, many brick-and-mortar retailers started to establish their online presence to reach a wider
audience. Retailers such as Walmart and Target started offering online shopping options to their customers,
which helped them compete with pure-play online retailers.
Businesses like Amazon, eBay, and PayPal were among the industry pioneers in the early days of internet
selling. Jeff Bezos started Amazon in 1994 as an online book retailer, but it swiftly diversified into other
products including toys and electronics. On the other hand, Pierre Omidyar created eBay in 1995 as an
online auction site, and a group of businessmen founded PayPal in 1998 as an online payment system.

Online retailing quickly gained popularity as the public's access to the internet increased. Many traditional
brick-and-mortar stores began building their online presence in the early 2000s in an effort to expand their
customer base. Shops like Walmart and Target began providing customers with the opportunity to shop
online, which gave them a competitive edge over pure-play internet merchants.

The arrival of mobile devices was one of the significant turning points in the history of online retailing.
Consumers may now purchase from anywhere and at any time thanks to the invention of smartphones and
tablets. Due to this, mobile shopping apps were created, which further simplified the process of online
purchasing for customers.

The introduction of social media platforms was another significant breakthrough in online retailing.
Retailers were able to connect with their customers in new ways and market their items directly to them
thanks to social media platforms like Facebook and Instagram. Also, retailers also used social media to
interact with their customers and give them a more specialised buying experience.

The emergence of online markets like Amazon and eBay had a huge impact on the sector. Small and
medium-sized enterprises were able to sell their goods online and reach a larger audience thanks to these
platforms. As a result, a new generation of entrepreneurs emerged who established their own online stores
and sold their goods through these online marketplaces.

In conclusion, despite the industry's recent and brief history, online retailing has experienced tremendous
growth. The sector has changed considerably as a result of the development of mobile technology, social
networking websites, and online marketplaces. As technology advances, we may anticipate seeing further
advancements in online retailing, with fresh ideas like augmented and virtual reality shopping experiences
spreading like wildfire.

CURRENT STATE OF THE ONLINE RETAILING SECTOR

Now a significant influence in the retail business is online retailing. Online retail sales were $4.2 trillion
globally in 2020.

The popularity of the internet, the rise of mobile commerce, and the expansion of online payment
alternatives are just a few of the reasons that have contributed to the growth of online retailing.

FUTURE OUTLOOK FOR THE ONLINE RETAILING SECTOR

The field of online selling has a promising future. Due to the rising use of the internet and the expansion of
mobile commerce, the market is anticipated to reach $6.5 trillion by 2024 and keep growing in the years to
come.

POSITIVE IMPACTS OF ONLINE RETAILING

Online retailing has a number of positive impacts on society. Some of the positive impacts of online
retailing include:

 Convenience: Online retailing offers consumers the convenience of shopping from their own homes,
without having to travel to a physical store. This means that they can shop at any time of the day or
night and avoid the crowds and long queues that can be associated with traditional shopping.

 Wider Selection of Products: Online retailing offers a wider selection of products than physical stores.
Consumers can shop from retailers located anywhere in the world and can easily compare prices and
features to find the best deal.

 Lower Prices: Online retailers often offer lower prices than traditional brick-and-mortar stores due to
their lower overhead costs. This allows consumers to save money on their purchases.

 Improved Customer Service: Online retailers often provide better customer service than traditional
stores. They offer 24/7 customer support, easy returns and exchanges, and personalized
recommendations based on a consumer's shopping history.
 Accessibility: Online retailing is particularly beneficial for people with mobility or accessibility issues.
They can shop from the comfort of their own homes and have products delivered directly to them.

 Reduced Carbon Footprint: Online retailing can reduce the carbon footprint associated with traditional
shopping. Consumers can avoid driving to a physical store, and online retailers often use more
environmentally friendly shipping methods.

 Job Creation: Online retailing has created many new job opportunities in areas such as logistics,
customer service, and website development. This has helped to boost local economies and reduce
unemployment rates.

NEGATIVE IMPACTS OF ONLINE RETAILING

Online retailing also has a number of negative impacts on society. Some of the negative impacts of online
retailing include:

 Job Losses: Online retailing has led to job losses in traditional brick-and-mortar stores, particularly in
rural areas. This is because consumers are increasingly turning to online retailers, which can offer lower
prices and wider selection.

 Cybersecurity Risks: Online retailing involves the transfer of personal and financial information over the
internet, which can make consumers vulnerable to cybercrime. Online retailers must invest in
cybersecurity measures to protect their customers from identity theft and other forms of cybercrime.

 Customer Service Challenges: Online retailers may struggle to provide the same level of customer
service as traditional stores. Consumers may have difficulty getting in touch with customer service
representatives or may have to wait longer for support.

 Environmental Impact: While online retailing can reduce the carbon footprint associated with traditional
shopping, it can also have a negative environmental impact. Online shopping often involves packaging
and shipping, which can generate significant amounts of waste.
 Social Isolation: Online retailing can contribute to social isolation, particularly for individuals who rely
heavily on online shopping. Shopping in physical stores can provide a sense of community and social
interaction that online shopping may not offer.

 Fraudulent Practices: Online retailing has also opened up new opportunities for fraudulent practices.
Consumers may fall victim to scams or counterfeit products sold by fake online retailers.

 Dependence on Technology: Online retailing is heavily dependent on technology, and any disruption in
the technological infrastructure can lead to problems. This could include power outages, internet
connectivity issues, or other technical difficulties that could affect the shopping experience.

ABOUT FLIPKART

The Indian e-commerce business Flipkart was established in 2007 by Sachin Bansal and Binny Bansal. One
of the biggest e-commerce enterprises in India, the business has its headquarters in Bengaluru, India. Books,
gadgets, clothing, household goods, consumables, and more are all available on Flipkart. Almost 100,000
sellers use the company's platform, and there are over 100 million registered users.

Many things contribute to Flipkart's success, including its large assortment of goods, its affordable rates,
and its practical delivery options. The business places a high priority on providing excellent customer
service, which has assisted it in attracting repeat business.

Other e-commerce firms, like Amazon and Snapdeal, have increased their battle against Flipkart in recent
years. The business has nevertheless carried on expanding and growing. The world's largest retailer,
Walmart, purchased Flipkart in 2018. Flipkart scored a huge victory with the acquisition, which is
anticipated to aid the business in extending its footprint in India and other developing nations.

Flipkart has a variety of subsidiaries, including the digital payment startup PhonePe and the fashion e-
commerce company Myntra. Also, the business has a variety of alliances with other businesses, including
Xiaomi and Samsung. These alliances have aided Flipkart in broadening its client base and product
offerings.
The Indian e-commerce sector is dominated by Flipkart, which is anticipated to increase over the coming
years. The business has a solid base in India and is ideally situated to take advantage of the country's rising
e-commerce demand.

SOME OF THE KEY MILESTONES IN FLIPKART'S HISTORY

 2007: Flipkart is founded by Sachin Bansal and Binny Bansal.

 2008: Flipkart starts selling books online.
 2010: Flipkart acquires WeRead, a social book discovery service.
 2011: Flipkart starts selling electronics online.
 2012: Flipkart becomes the largest e-commerce company in India.
 2014: Flipkart raises $1 billion in funding from a group of investors, including Tiger Global
Management and SoftBank.
 2015: Flipkart acquires Myntra, a fashion e-commerce company.
 2016: Flipkart acquires PhonePe, a digital payments company.
 2017: Flipkart is acquired by Walmart for $16 billion.
 2018: Flipkart launches its first physical store in Bangalore.
 2019: Flipkart launches its first grocery delivery service in Bangalore.

SOCIAL IMPACT OF FLIPKART

In India, Flipkart has had a major social impact. The business has encouraged entrepreneurship, improved
access to goods and services, and created jobs. Almost 100,000 direct and indirect jobs have been produced
by Flipkart in India. The company's personnel reflect a varied spectrum of abilities and experiences and
come from a number of backgrounds. The employment policies of Flipkart have aided in the reduction of
unemployment in India as well as the empowerment of women and other oppressed groups.

Flipkart has also helped to improve access to goods and services in India. People in faraway locations can
now buy items and services that they otherwise wouldn't be able to do to the company's online marketplace.
In order to help those in need, Flipkart has also partnered with a number of government organisations. For
instance, Flipkart and the Indian government have teamed to give residents in rural areas access to basic
food supplies. The business and the government have also teamed up to give children in far-off places
access to instructional resources.
In India, Flipkart has supported entrepreneurship as well. Thanks to the company's platform, small
businesses may now reach a larger audience and expand. Small enterprises have benefited from the training
and support Flipkart has given them, which has contributed to their success. For instance, Flipkart and the
Indian government have teamed to train and assist small enterprises. The corporation has also given small
enterprises financial support, which has enabled them to expand.

Overall, Flipkart has had a positive social impact in India. The company has created jobs, helped to improve
access to goods and services, and promoted entrepreneurship. Flipkart's social impact is likely to continue to
grow in the years to come.

SOME OF THE SPECIFIC WAYS IN WHICH FLIPKART HAS CREATED

SOCIAL IMPACT

 Employment: Flipkart has created over 100,000 direct and indirect jobs in India. The company's
employees come from a variety of backgrounds, and they represent a diverse range of skills and
experiences. Flipkart's employment practices have helped to reduce unemployment in India, and they
have also helped to empower women and other marginalized groups.

 Access to goods and services: Flipkart's online marketplace makes it possible for people in remote areas
to purchase goods and services that they would not otherwise be able to get. Flipkart has also partnered
with a number of government agencies to provide essential goods and services to people in need.

 Entrepreneurship: Flipkart's platform has made it possible for small businesses to reach a wider audience
and grow their businesses. Flipkart has also provided training and support to small businesses, which has
helped them to succeed.

 Education: Flipkart has partnered with the Indian government to provide educational materials to
children in remote areas. The company has also provided scholarships to students from underprivileged
backgrounds.
 Environment: Flipkart has committed to reducing its environmental impact. The company has invested
in renewable energy and energy efficiency measures. Flipkart has also partnered with a number of
organizations to promote sustainability.
 Philanthropy: Flipkart has a strong commitment to philanthropy. The company has donated millions of
dollars to a variety of causes, including education, healthcare, and disaster relief.

Flipkart is a company that is committed to making a positive impact on society. The company's social
impact is likely to continue to grow in the years to come.

FLIPKART BETTER THAN OTHER ONLINE RETAILING BUSINESSES

Flipkart stands out from other online retailers in several ways, from its product offerings to customer
service, delivery options, and competitive pricing. Here are the reason why flipkart stand out from other
online retailing businesses:

 Product range: Flipkart provides a wide selection of goods in a number of categories, including
electronics, clothing, furniture, home appliances, books, and more. Customers may discover practically
anything they require on the platform because to the large variety of product offers, making it a one-stop
shop for all of their shopping requirements. Customers can access a wide range of products from several
brands and vendors thanks to Flipkart's extensive network of sellers. Due to its wide selection of goods,
Flipkart stands out in the Indian e-commerce business.

 Competitive pricing: Flipkart is renowned for providing reasonable prices for its goods. The platform
has put in place a number of methods to maintain cheap rates and draw clients. For instance, Flipkart
regularly provides its clients with discounts, promotions, and cashback offers to lower the price of its
products. Also, Flipkart has debuted its private label products, which are offered at a discount from
branded goods. By combining these tactics, Flipkart has become a desirable choice for budget-conscious
consumers.

 Customer service: Flipkart is known for providing exceptional customer service. The platform includes
a dedicated customer support team that is available around-the-clock to help users with any questions or
problems. Also, Flipkart provides a hassle-free returns policy, allowing buyers to effortlessly return
items if they are dissatisfied with their purchase. This focus on the needs of the client has helped
Flipkart establish a strong customer base and set it apart in the Indian e-commerce business.
 Delivery options: Customers of Flipkart have access to a variety of delivery choices, including same-
day, next-day, and scheduled deliveries. Flipkart distinguishes itself from other online merchants
because to its variety of shipping options. Additionally, Flipkart has launched its own delivery service,
Flipkart Logistics, which has allowed the marketplace to provide clients with quicker and more
dependable delivery options.

 Innovative technology: Flipkart has made significant investments in cutting-edge technologies to

enhance its customers' purchasing experiences. As an illustration, Flipkart just unveiled its image search
option, which allows users to search for products by uploading images of the items they are interested
in. Moreover, Flipkart has debuted its augmented reality (AR) function, which enables buyers to
digitally test on clothing prior to making a purchase. Flipkart has become a standout in the Indian e-
commerce business because to these cutting-edge features.

 Brand reputation: Throughout the years, Flipkart has developed a solid reputation as a brand. The
marketplace is renowned for its high-quality goods, affordable prices, and top-notch customer support.
Flipkart has additionally received numerous honours and recognition for its offerings, including the ET
Retail Awards for Best E-commerce Business in 2020. The success of Flipkart in the Indian e-commerce
business can be attributed to its strong brand recognition, which has enabled it to separate out from other
online merchants.

In conclusion, Flipkart has distinguished itself from other online retailers in a number of ways, including its
broad selection of products, competitive pricing, first-rate customer support, flexible shipping options,
cutting-edge technology, and solid reputation as a brand. These elements have assisted Flipkart in
developing a devoted customer base and solidifying its position as one of the top e-commerce platforms in
India.

The open box shipping service that Flipkart offers, which is described in the following points, is what really
sets it apart from other online retailers.
FLIPKART’S OPEN BOX DELIVERY

As a company that puts its customers first, Flipkart has developed Open Box Delivery to let consumers
check and inspect their shipments before accepting delivery. To enhance the customer experience and
strengthen our Safe Commerce supply chain, Flipkart is continuing to spread this facility throughout our
delivery network.

The majority of large appliances and high-value items like mobile phones and laptops from specific
companies are currently eligible for Open Box Delivery when delivered by eKart to specific PIN numbers in
India. At the time of delivery, the Flipkart wishmaster (delivery partner) will open the product's box in front
of the consumer. If customers are confident that the goods is real and being delivered in perfect condition,
they will accept the shipping.

WORKING OF OPEN BOX DELIVERY

I. If Open Box Delivery is applicable to your item and available at your PIN code, you will be shown a
notification on your checkout screen as you place your order on the Flipkart app or website. You can
locate and track this order in the Orders section.

II. You will receive a text message (SMS) from the authorised Flipkart sender ID to your registered
mobile number when it is time for your order to be delivered. This letter will include information
about your order, as well as instructions and the status of delivery.

III. The Flipkart wishmaster will call your registered mobile number before delivering your goods to
your door. When the wishmaster arrives at your home, he will ask for your permission to make an
open box delivery.

IV. Seeking your permission to open the box, the Flipkart Wishmaster will open the primary as well as
secondary packaging of the product. This shall be done in your presence. In addition, the
Wishmaster will explain to you the benefits of Open Box Delivery.

V. The Wishmaster will then check your delivered order for any physical damage on the shipment.

VI. Consumers must only accept delivery once they have checked the box's contents and verified that
they have gotten the correct items they bought in good condition.
VII. Once you are sure that your order has been delivered as expected, you must share a One Time
Password (OTP) that you received via SMS from the authorised Flipkart sender ID with the
Wishmaster to verify successful delivery.

VIII. You must pay for your order in full by Cash On Delivery (COD) or QR Code payment upon delivery
if it wasn't prepaid.

IX. Once delivery has been confirmed, the Wishmaster will give you the merchandise and pack it back
into the box.

X. Should you choose to return the shipment in accordance with Flipkart's Easy Returns Policy, The
Wishmaster will additionally ask you to keep the shipment and shipment box in good condition for a
period of 10 days.

XI. If your purchased item has to be installed, the Wishmaster will let you know and a specialist will
come to your location to finish the installation. You must keep the item in its box in the same state as
it was delivered up until the technician arrives.

XII. If there are any problems with the Open Box Delivery (damage, a missing accessory, or a mis-
shipment), the Wishmaster will raise a return request right away in your presence. A refund will be
started if your order is cancelled. You will need to submit a new order if you want to buy the item
once more.

OPEN BOX DELIVERY IS FREE OF CHARGE

Open Box Delivery is provided at no additional cost to the customer. For applicable orders, Flipkart
provides this service at no cost at the time of delivery. Customers have the option to return the same if they
are unhappy with their order after the box has been opened.

Customers can refuse the product at their doorsteps, and a refund will be started, in circumstances like
missing or incorrect products, damage, or missing accessories.
This initiative aims to protect Flipkart's customers from fraudulent practises and to ensure a safe and
enjoyable experience for them, coupled with numerous inspections performed at Flipkart warehouses and
other supply chain touchpoints. At Flipkart, we place a strong premium on keeping our customers secure
and defending their interests at every stage of the purchasing process. Flipkart makes sure you and your
money are secure with Open Box Delivery while you shop for your preferred brands and have a positive
delivery experience.

FLIPKART LAUNCHES START-UP PROGRAMMES

India, the third-largest startup environment in the world, is unquestionably a centre of innovation. Initiators
like Flipkart play a significant role in enabling the country's thriving startup scene by fostering and
facilitating the entrepreneurial innovation that eventually moves the country ahead.

Two initiatives of Flipkart's startup programme, called Flipkart Leap, are designed to meet the needs of
various startups. Via the Flipkart Ventures fund, Flipkart Leap Ahead makes investments in pre-seed and
seed stage businesses. The Flipkart Leap Innovation Network facilitates business relationships with startups
developing cutting-edge goods.
Flipkart Leap Ahead places a strong emphasis on fostering entrepreneurs by not only equity investments but
also by providing access to markets and serving as a catalyst for technological developments coming from
India.

With a broad focus on fintech, supply chain, logistics, SaaS (centred on consumer tech), alternative
commerce, B2B, social, healthtech, agritech, and edtech, among other industries, the programme strives to
identify start-ups.

The chosen start-ups will take part in workshops led by Flipkart experts, well-known investors, and sector
experts, as well as a mentorship programme with a tailored curriculum. According to Flipkart, they will
additionally receive ecosystem connections, co-development of goods and strategies, and an equity
investment from Flipkart ranging from $150k to $500k.
The founders who do advance genuinely share Flipkart's goal of creating products for India. Together with
financial support for their business, the programme offers coaching from key executives at Flipkart and uses
a Bain&Co curriculum to help them scale.
Flipkart has faced a number of challenges in its history, including competition from other e-commerce
companies, regulatory issues, and logistical challenges. However, the company has overcome these
challenges and emerged as one of the leading e-commerce companies in India. Flipkart is a success story for
the Indian online retailing industry, and it is expected to continue to grow in the years to come.
 CHAPTER 4
DATA ANALYSIS AND
INTERPRETATION
 CHAPTER 5
FINDINGS, SUGGESTIONS AND
CONCLUSIONS
BIBLIOGRAPHY
WEBLIOGRAPHY
APPENDIX
 A study on social impact of online retailing on the sector -
A Case study on Flipkart

Questionnaire

1) What is your age group?

a) 18-24
b) 25-34
c) 35-44
d) 45-54
e) 55+

2) What is your gender?

a) Male
b) Female
c) Other

3) How often do you shop online?

a) Daily
b) Once a week
c) Twice a week
d) Once a month
e) Rarely
f) Not applicable

4) How did you come to know about Flipkart?

a) Advertisement
b) Social Media
c) Friends and Family
d) Other Online Sources

5) What factors do you consider before making an online purchase?

a) Price
b) Quality
c) Delivery Time
d) Brand
e) Reviews
f) Other
6) In your opinion, how has Flipkart impacted the retail sector in India?

a) Positively
b) Negatively
c) No impact

7) Do you think online retailing has contributed to the growth of small businesses?

a) Yes
b) No
c) Maybe

8) How has Flipkart affected your shopping experience?

a) Improved it
b) Made it worse
c) No impact

9) Have you ever faced any issues while shopping on Flipkart?

a) Yes
b) No

10) Do you think online retailing will continue to grow in India?

a) Yes
b) No
c) Maybe

11) How has the availability of online shopping affected your purchase decisions?

a) I shop more online now

b) I shop less online now
c) No change

12) How has online retailing impacted traditional brick and mortar stores?

a) Positively
b) Negatively
c) No impact

13) Does Flipkart provide more job opportunities when compared to traditional shops and businesses?

a) Yes
b) No
c) Maybe
14) Rate your opinion for the following questions: (5 being the highest and 1 being the lowest)

Questions 5 4 3 2 1
Flipkart offers more payment options than
traditional shops.
Returning a product on Flipkart is easier when
compared to traditional shops.
Availability of customer reviews in Flipkart helps
you to purchase confidentially than in traditional
shops.
Pricing of the products are cheaper on Flipkart as
compared to traditional shops.
Quality of the products are better on Flipkart as
compared to traditional shops.

15) What types of products do you prefer to purchase online?

a) Electronics
b) Clothing
c) Groceries
d) Home appliances
e) Other

16) How are the packaging and delivery of products by Flipkart?

a) Excellent
b) Good
c) Average
d) Poor
e) Worst

17) How has online retailing impacted the availability of products in remote areas?

a) Improved availability
b) Decreased availability
c) No impact

18) Do you think Flipkart's job opportunities have contributed to the economic growth of India?

a) Yes
b) No
c) Maybe
19) How strongly do you agree with the following statements:

Strongly Strongly
Questions Agree Neutral Disagree
agree disagree
Flipkart contributes to environmental
sustainability than other retailing
businesses.
Flipkart provides better customer services
than other retailing businesses.
Flipkart gives more discounts and offers
compared to other retailing businesses.
Flipkart provides variety of products than
other retailing businesses.
Flipkart helps to save both time and
money compared to other retailing
businesses.

20) Do you believe Flipkart provides equal opportunities for all job seekers, regardless of their gender, age,
or educational background?

a) Yes
b) No
c) Maybe

21) Does Flipkart helps in the development of Entrepreneurship?

a) Yes
b) No
c) Maybe

22) Will you recommend Flipkart as your everyday shopping partner?

a) Yes
b) No
c) Maybe

23) Give your suggestions for improving services of Flipkart?

a) Improve delivery speed

b) Enhance customer service
c) Increase product range
d) Focus on quality control
e) Enhance personalised user experience
f) Offer better discounts and deals
g) Expand payment options
h) Others