A STUDY ON ONLINE SHOPPING WITH REFERENCE TO FLIPKART

Submitted in partial fulfillment of the requirement for the award of

Bachelor of Commerce

By
DINESH.M
(39740019)

DEPARTMENT OF BUSINESS ADMINISTRATION

SCHOOL OF MANAGEMENT STUDIES

SATHYABAMA
INSTITUTE OF SCIENCE AND TECHNOLOGY

(DEEMED TO BE UNIVERSITY)
Accredited with Grade “A” by NAAC
JEPPIAAR NAGAR, RAJIV GANDHI SALAI, CHENNAI – 600 199

APRIL-2022

i
 BONAFIDE CERTIFICATE

This is to certify that this Project Report is the bonafide work of DINESH.M
(39740019) who has done the Project Work entitled “A STUDY ON ONLINE
SHOPPING WITH REFERENCE TO FLIPKART” under my supervision from
December 2021 to April 2022.

Dr. MATHAN
INTERNAL GUIDE EXTERNAL GUIDE

ii
 DECLARATION
I DINESH.M (39740019) hereby declare that the Project Report entitled “A
STUDY ON ONLINE SHOPPING WITH REFERENCE TO FLIPKART” done by me
under the guidance of Dr. MATHAN is submitted in partial fulfillment of the
requirements for the award of Bachelor of Commerce.

DATE: 26/03/2022 DINESH.M

PLACE: CHENNAI SIGNATURE OF THE CANDIDATE

iii
 ACKNOWLEDGEMENT

I am pleased to acknowledge my sincere thanks to Board of Management of

SATHYABAMA for their kind encouragement in doing this project and for
completing it successfully. I am grateful to them.

I convey my sincere thanks to Dr. BHUVANESWARI., Dean, School of

Business Administration and Dr. PALANI A., Head, School of Business
Administration for providing me necessary support and details at the right time
during the progressive reviews.

I would like to express my sincere and deep sense of gratitude to my Project

Guide DR.MATHAN Professor, School of management studies for his/her
successful completion of my project work.

I wish to express my thanks to all Teaching and Non-teaching staff members of

the School of Business Administration who were helpful in many ways for the
completion of the project.

DINESH.M

iv
 TABLE OF CONTENTS
CHAPTER TITLE PAGE
NO. NO
ABSTRACT Vi
LIST OF TABLES Vii
LIST OF PIE CHARTS viii
1 INTRODUCTION
Introduction 1
Statement of problem 2
Objectives of the Study 2
Need of the Study 3
Scope of the study 3
Limitations of the study 3
2 REVIEW OF LITERATURE 5-8
3 RESEARCH METHODLOGY 12
Research Design 12
Sampling Technology 12
Source of Data 12
Sample Size 12
Period of Study 12
Analytical Tools, Sample design&Tools 12-13
4 DATA ANALYSIS AND INTERPRETATION 14
Percentage Analysis 15-28
Chi square Analysis 29
5 FINDINGS AND SUGGESTION 30
Findings of the Study 30-31
Suggestions 31-32

6 SUMMARY AND CONCLUSION 33

6.
5

Summary of this project 33

Conclusion 33
APPENDI
Reference 34
Appendix-(questionnaire) 35-37

v
 ABSTRACT

The online shopping system presents an online display of an order cut off time and an
associated delivery window for items selected by the customer. The system accepts the
customer's submission of a purchase order for the item in response to a time of
submission being before the order cut off time.
Online shopping can save time for both the buyer and retailer, reducing phone calls
about availability, specifications, hours of operation or other information easily found
on company and product pages. There are a lot of reasons why customers today prefer
shopping online.
A typical online store enables the customer to browse the firm's range of products and
services, view photos or images of the products, along with information about the
product specifications, features and prices. Online stores usually enable shoppers to
use "search" features to find specific models, brands or items.

People in large number are doing online shopping today, and it is not only because it is
convenient as one can shop from home, but also because there are an ample number of
varieties available, with a high competition of prices, and also it is easy to navigate for
searching regarding any particular item.

The project entitled Online shopping through retail apps enables to customers to buy
mobiles or accessories from anywhere through online .This application advertises some
of the products for shopping to buy products customer as to create an account those
who does not have an account they can only view the available product they cant Once
the customer has created account not only he can view the products he can also add
the products to the cart and also he can place an order to buy those products this
application generates bills for the particular customer after the confirmation the
customer has to enter the credit card details to buy those products

vi
 LIST OF TABLES
TABLENO TITLE PAGENO
4.2.1 TABLE SHOWING HAVE YOU PURCHASED IN ONLINE 15
4.2.2 TABLE SHOWING WHAT DO YOU MOSTLY LIKE IN FLIPKART 16
4.2.3 TABLE SHOWING HOW YOU KNOW THE FLIPKART 17
4.2.4 TABLE SHOWING IN FLIPKART WHAT DO YOU LIKE MORE 18

4.2.5 TABLE SHOWING ITS SUITS OUR BUDGET 19

4.2.6 TABLE SHOWING WHICH TYPE OF PRODUCT DO YOU PREFER 20

4.2.7 TABLE SHOWING ARE YOU AGREE THAT ALL PRODUCT AVAILABLE IN 21
FLIPKART
4.2.8 TABLE SHOWING ARE FLIPKART SATISFIED YOUR SHOPPING EXPERIENCES 22

4.2.9 TABLE SHOWING DID YOU HAVE PURCHASE ANY 23

OTHERFOLLOWING APPS
4.2.10 TABLE SHOWING WOULD YOU FACE ANY PROBLEMS IN ONLINE 24
SHOPPING
4.2.11 TABLE SHOWING KINDLY TELL US WHICH AMONG THE FOLLOWING IS 25
MORE CONVINIENT TO USE FOR PURCHASE
4.2.12 TABLE SHOWING SATISFICATION LEVEL WITH FLIPKART 26

4.2.13 TABLE SHOWING SUGGESTION OF FLIPKART TO FRIENDS 27

4.2.14 TABLE SHOWING RATING OUT OFF 10FOR ONLINE SHOPPING 28

vii
 LIST OF PIE CHARTS

TABLE NO Title PAGE NO

4.1.1 CHART SHOWING PURCHASE CALCULATION THROUGH ONLINE 15

4.1.2 CHART SHOWING LEVEL OF PEOPLE LIKES FLIPKART 16
4.1.3 CHART SHOWING PREFERENCE LEVEL TO FLIPKART 17
4.1.4 CHART SHOWING WHAT DO YOU LIKE MORE 18
4.1.5 CHART SHOWING LEVEL OF PEOPLE LIKE FLIPKART 19
4.1.6 CHART SHOWING DATA ABOUT IS FLIPKART SUITS THE BUDGET 20
4.1.7 CHART SHOWING THE TYPE OF PRODUCT YOU PREFER IN FLIPKART 21
4.1.8 CHART SHOWING SHOPPING EXPERIENCE 22
4.1.9 CHART SHOWING PURCHASE PRODUCTS IN DIFFERENT 23
SHOPPING APPS
4.1.10 CHART SHOWING PROBLEMS ON ONLINE SHOPPING 24
4.1.11 CHART SHOWING CONVINIENCE OF THE ONLINE SHOPPING 25
4.1.12 CHART SHOWING LEVEL OF SATISFACTION CALCULATION 26
4.1.13 CHART SHOWING LEVEL OF SUGGESTIONS TO FRIENDS 27
4.1.14 CHART SHOWING LEVEL OF RATING OUTOFF 10 28

Viii
 CHAPTER 1
1.1 INTRODUCTION

Online shopping

Online shopping is a form of electronic commerce which allows consumers to

directly buy goods or services from a seller over the Internet using a web browser
ora mobile app.
Consumers find a product of interest by visiting the website of the retailer directly or
by searching among alternative vendors using a shopping search engine, which
displays the same product's availability and pricing at different e- retailers. As of
2020, customers can shop online using a range of different computers and devices,
including desktops, computers, laptops, tablet computers and smartphones.

Online shopping in India gives lot of varieties of products

Multiple varieties
• It is one of the best advantages of online shopping. In online shopping, the
retailer has multiple options and multiple brands to choose and from at a single
place. There is a large volume of stock is available online.
• We can find an item or any brand online and can get the latest
international trends without spending money on airfare. We can purchase
the desired products from the retailers whether they are in other parts of
the state, country

1
 PROBLEM STATEMENT

1.2 STATEMENT OF THE PROBLEM

1. Online Shopping is becoming popular throughout the world Including India
2. This study is to ascertain the factors that contribute to the effectiveness of
online shopping among Indian costumers using some surveys among the
costumers
3. The purpose of the study is to investigate the relationships between these
variables and the variables of models that are associated with effectiveness of
online shopping in India.
4.The main purpose of this study is to find the impact of online shopping with reference to
Flipkart

1.3 OBJECTIVES OF THE STUDY

1. To examine the impact of online shopping in India.

2. To identify why people shop online
3. How online shopping has changed
4. To find the factors of shopping online

5. To identify what category of product do people shop

online for most

1.4 PRIMARY OBJECTIVE

A Study on online shopping with reference to flipkart

2
1.5 NEED OF THE STUDY

The following are the significance of this study:

1. The outcome of this study will educate the Indian general public on the effectiveness
and advantages of shopping online.
2. This research will also serve as a resource base to others scholars and researchers
interested in carrying out further research in this field subsequently, if applied will go to an
extent to provide new explanation to the topic.
3. Online shopping helps to save time for both the buyer and retailer, reducing phone
calls about availability, specifications, hours of operation or other information easily
found on company and product pages.
4. The study comprise in-depth coverage of E- Shopping A little bit of E-commerce also
covered
5. This study does not focus on the wide spectrum use of e-shopping in daily life on our
social lives and
Business.
1.6SCOPE OF THE STUDY

• This study is limited to the extent that it is only related

to the study of e-shopping
• This study is to find out the level of development ofFlipkart all our India

1.7Limitations of the study

• Since the study is based on the primary data collected through questionnaire, the result of
the study are subject to all the limitations of the primary data.
• The analysis based on some statistical tools which as it is own limitation
• The finding and suggestions are based on the
information given by the respondents.
• This study is taken by myself by using some data” related to the retailers suggestions

3
1.8 SOME POPULAR ONLINE SHOPPING APPS

4
 CHAPTER- 2
Review of literature

2.1 REVIEW OF LITERATURE.

1. Sheeba Praveen and Prof.(Dr.) Devendra Agarwal and Sumaiya faizyab(2015

Comparative study of Flipkart.com, Snapdeal, E-bay: India’s Leading E-business
Portals.
Ecommerce portals are now trending in India. It is growing in every place and
customers are showing interest in using these portals effectively. There are so
many portals which are unique in their features and the design of website.
After analyzing the whole model of E-commerce I found basically three business
Models have evolved over a period of time in this space and each has its own
Pros & cons. Rest all business models are mix and match of any of following

There are certain essential ingredients for an electronic retailing business to be successful
One must consider these components well in advance before setting up an electronic
storefront these essential components well in advance before setting up on electronic
storefront

1. Attractive business to consumer B2C e-commerce portal

2. Right revenue model

3. Penetration of the internet

5
2.K. FRANCIS SUDHAKAR HABEEB SYED (2015),
A Comparative study between FLIPKART and AMAZON India, Internet became more
powerful and basic tool for every person’s need and the way people work.
By integrating various online information management tools using Internet, various
innovative companies have set up systems for taking customer orders, facilitate
making of payments, customer service, collection of marketing data, and online
feedback respectively.
These activities have collectively known as e-commerce or Internet commerce.
Online shopping made so easy for everyone with their product variations and
simple way to buy things. An attempt has been made to critically examine various
corporate and business level strategies of two big e-tailors and those are Flipkart
and Amazon.
Comparison have been done considering e-commerce challenges, their business
model, funding, revenue generation, growth survival strategies, Shoppers’ online
shopping experience, value added differentiation, and product offerings.
Both these big players made their own mark in India, but who is going to be
ultimate winner or be the top one is going to be. A comparative study of
Flipkart.com with one of the close competitor Amazon.com delivers the information
about the different strategies to succeed in ecommerce market and different
opportunities available in India.

3. Shilpa Arora and Suman Preet Kaur (2015), A Comparative Study of leading
E- commerce Websites in India.
The number of internet users around the world has been gradually growing and this
growth has provided the opportunities for global and regional e- commerce. This
number is expected to touch 39.0 million users by 2015 as internet penetration
increases and ecommerce becomes more secured. The effects of E- commerce are
already seen in all areas. This paper analyzes the two emerging giants of E-
commerce- Flipkart and Snapdeal. Their current scenario in market and challenges to
them are discussed. We also present the future of these two web portals in Indian
market. It has been concluded from the secondary data collected from various
websites, newspapers that Flipkart has a more command on current e-market and
Snapdeal is growing its business at faster rate to compete Flipkart. Based on various
parameters these two web portals are analyzed in this paper.

6
 4. Dr. Komal Chopra and Prerna Bhan (2016), Study of E - Com Retail Models in
India, The E-Com business sector is prospering and balanced for a solid
development in Asia. There are players who made a decent start. Their prosperity
relies on upon their comprehension of the E- Com sector and offerings. This paper
gives an outline without bounds of E-Com in India and talks about the future
development verticals in India's E- Com. It likewise discovers different elements that
would be fundamental for future development of Indian E-Com. A primary survey of
consumer purchase behavior has also been done. The results reveal that
convenience and discount offers play a very important role in the buying decision of
the consumer. The study concludes that inventory based model, marketplace model
and hybrid model are the three prominent models that help a retailer sustain in the
market.

5. Swapnil V. Mishra and Dr. Shamkant N. Kotkar (2015), A Study on Current Status of
E-Commerce in India: A Comparative Analysis of Flipkart and Amazon, E- commerce
has reached to doorstep of a common individual in India it can be seen as a future of
commerce. The e-commerce has broken the technological and geographical barriers
over the years and has got huge amount of success which many economical analyst
and experts never predicted and still it has to go a long way ahead in India.
Comparative study of Flipkart.com with one of the close competitor Amazon.com
delivers the information about the success of Flipkart.com in present Indian market
scenario.

7
6.A marketer has to look for different approaches to sell their products and in the current scenario,
e-commerce has become the popular way of selling the goods. Whether it is durable or non-
durable, everything is available from A to Z on websites some websites are specifically designed
for specific product categories only, and some are selling everything.
The prominent factors like detailed information, comfort and relaxed shopping, less time
consumption and easy price comparison influence consumers towards online shopping (A gift et al.,
2014 Furthermore, factors like variety, quick service and discounted prices, feedback from previous
customers make customers prefer online shopping over traditional shopping (Jayasubramanian et
al., 2015) It is more preferred by youth, as during festival and holiday season online retailers give
ample offers and discounts, which increases the online traffic to a great extent (Karthikeyan,
2016)Moreover, services like free shipping, cash on delivery, exchange and returns are also luring
customers towards online purchases.

7. More and more people prefer online shopping over traditional shopping because
of their easy and comfort. A customer may have both positive and negative
experiences while using an online medium for their purchase.
Some of the past studies have shown that although there are so many benefits still
some customers do not prefer online as their basic medium of shopping.
While making online purchase, customers cannot see, touch, feel, smell or try the
products that they want to purchase (Kataweta waraks and Wang, 2011; Al- Debei
et al., 201), due to which product is difficult to examine, and it becomes hard for
customers to make purchase decision. In addition, some products are required to
be tried like apparels and shoes, but in case of online shopping, it is not possible to
examine and feel the goods and assess its quality before making a purchase due to
which customers are hesitant to buy katawelt walker 2011; Comegy, 2009.
Alamand Elapse (2016) in their study found product quality is the main factor, which
worries consumerto make online purchase. Moreover, some customers have
reported fake products and imitated items in their delivered orders (Jun and Jaafar,
2011. A low quality of merchandise never
generates consumer trust on online vendor. A consumer’s lack of trust on the online
vendor is the most common reason to avoid e-commerce transactions (Lee and Turban,
2001. Fear of online theft and non-reliability is another reason to escape from online
shopping (Karthikeyan, 2016). Likewise, there is a risk of incorrect information on the
website, which may lead to a wrong purchase, or in some cases, the information is
incomplete for the customer to make a purchase decision (Liu and Guo, 2008.
Moreover, in some cases, the return and exchange policies are also not clear on the
website.
According to Wei et al. (2010) the reliability and credibility of e-retailer have
direct impact on consumer decision with regards to online shopping.

8
2.2 PREAMBLE OF THE STUDY

The objective of the study was clearly spelt out from the outset which is to ascertain whether
contributed pension scheme actually impact on employees performance in Nigeria In carrying out
this investigation 4 basic research questions were raised followed by research hypothesis which
were stated in the null form this study explains the methodology that was used in testing the
hypothesis and arriving at a conclusion

Reason for the improvement on Online Shopping Android Apps in India

Due to the rapid growth of technology, business organizations have switched over from the
traditional method of selling goods to the electronic method of selling goods. Business
organizations use the internet as the main vehicle to conduct the transactions.

Online shopping is getting famous day-by-day and people are using online shopping apps
frequently to meet their daily shopping needs. Online shopping has an edge over traditional
shopping as it is more convenient, offers a large variety, no crowds and makes Discreet
purchases are easier.

9
2.3 ABOUT FLIPKART

• Flipkart is an Indian e-commerce company, headquartered in Banglore, Karnataka,

India, and incorporated in Singapore as a private limited company. The company
initially focused on online book sales before expanding into other product categories
such as consumer electronics, fashion, home essentials, groceries, and lifestyle
products.
• The service competes primarily with Amazon's Indian subsidiary and domestic rival Snap
deal. As of March 2017, Flipkart held a 39.5% market share of India's e-commerce
industry. Flipkart has a dominant position in the apparel segment, bolstered by its
acquisition of Myntra, and was described as being neck and neck" with Amazon in the
sale of electronics and mobile phones. Flipkart also owns PhonePe, a mobile payments
service based on the UPI.

• In August 2018, U.S.-based retail

chain Walmart acquired a 77% controlling stake in
Flipkart for US$16 billion, valuing Flipkart at around
$20 billion.

Flipkart Online Shopping App

• Online shopping with Flipkart is very easy as you get to shop from the comfort of your home
and get products delivered to your doorstep.
• Flipkart online shopping app on your Android phone or tablet, you get access to a
collection of more than 80 crore products from multiple categories including mobile
phones, fashion wear, electronic devices, accessories and consumer durables.
• The products you can find on Flipkart shopping app are:
• •Mobile Phones
•Mobile accessories
•Laptops, Computer Accessories & Tablets
•Electronic gadgets
•Games & Gaming Console
•Home & Kitchen Appliances
•Women’s Clothing
•Men’s Clothing
•Women’s & Men’s footwear
•Sports, gym & fitness products
•Travel, luggage & handbags
•Personal care appliances
•Home & Furniture.

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2.4 LOGO OF FLIPKART

FEATURES

1. Easily type in the product you are looking for in the ‘Search’ tab and find it instantly
2. Narrow down your search using filters like price, color, style, pattern, brand to find your
desired product
3. Check ratings and reviews given by other customers along with seller
ratings, price and description of the product while buying the product
4. You can also add products to your wish list with a single tap
5. To place the order, choose among easy payment options like Buy Now Pay Later (BNPL),
Cash on Delivery (COD), debit card, credit card, net banking or UPI enabled PhonePe
6, Track your orders inside the app, get notifications on personalized offers, price drops, order
status, exclusive launches and upcoming sale events.

11
 CHAPTER -3
RESEARCH METHODOLOGY

3.1 RESEARCH DESIGN

 The research design followed in this study is descriptive research design.

 The problem of this study is to find online shopping with reference to flipkart

3.2 SAMPLING TECHNIQUE

 Sampling type is random sampling method is used.

3.3 SOURCE OF DATA

 The two-source data were collected primary & secondary.

3.3.1 Primary Data

 Primary are collected through questionnaire.

3.3.2 Second Data

 Secondary data are collected from internet.

3.4 SAMPLING SIZE

A sampling of 102 respondent were consideration for the study and data was collected.

3.5 PERIOD OF STUDY

This study was done for a period of 3 months.

3.6 ANALYTICAL TOOLS

This study uses the following statistical tool for analyzing the collected data.

1. Percentage
2. Chi-square

12
 3.7 Sample design

The data was collected from public people. Samples from 102 respondents has taken .The
research adaptation simple random sampling method. I take a sample related to the online
shopping and I give some questionnaire to the respondents

A sample design is a definite plan for obtaining a sample from a given population. It refers to the
technique or the procedure the researcher would adopt in selecting items forthe sample. Each
element/respondent has a known probability of being included in the sample

3.8 Tools for analysis

 The tool I used for collect samples for project is Google form.
And for analysis graph, pie diagram, bar diagram etc.
 Tools that used
 Opened ended question
Closed question
 Multiple choice questions

13
 CHAPTER-4
DATA ANALYSIS AND INTERPRETATION

4.1 DATA ANALYSIS AND INTERPRETATION

According to the objectives, survey has been undertaken. It has been further analyzed and
Interpreted with the help of the following tables and graphs. The simple size is 100 persons. In
this chapter an attempt has been made to make data analysis with respect to the areas Which
some of the items have been listed out as:

4.2 QUESTIONS USED FOR DATA ANALYSIS

1. Have you purchased in online ?

2.What do you mostly like in flipkart ?
3.How you know this flipkart?
4. In flipkart what do you like more ?
5.Does flipkart suits your budget?
6. Which type of product do you prefer to buy?
7. Are you agree that all product available in flipkart?
8. Are flipkart satisfied your shopping experience?
9. Did you have purchase any other following app?
10.Would you face any problems in online shopping?

11. Kindly tell us which among the following is more convenient to use for
purchase?

12. Please mention your satisfaction level with flipkart?

13. Did you suggest your friends to purchase on flipkart?

14.Please give your rating out off 10 for online shopping?

14
1. HAVE YOU PURCHASED IN ONLINE

PERCENTAGE ANALYSIS TABLE

4.1.1 TABLE SHOWING PURCHASED INTEREST OF RESPONDENTS

OPINION NO OF RESPONDENCE PERCENTAGE

YES 96 94.1%

NO 3 3%

MAYBE 3 3%

TOTAL 102 100%

INTERPRETATION

From the above table 94.1% of the respondents have purchased in online with the
subscription, and 3% of the respondents are not purchase via online balance 3%
respondents maybe purchase through online

4.1.1 CHART SHOWING PURCHASE CALCULATION THROUGH ONLINE

15
⁷

2. WHAT DO YOU MOSTLY LIKE IN FLIPKART

4.1.2 TABLE SHOWING WHY PEOPLE LIKE FLIPKART

OPINION NO OF RESPONSE PERCENTAGE

QUALITY 53 52%

PRICE 33 32.4%

PREFERENCE FOR QUALITY 16 15.7%

TOTAL 102 100%

INTERPRETETION

From the above table 32.4% of the respondents have like the price with the
subscription, and 52% of the respondents have like quality balance 15.7%
respondents may like the preference for delivery

4.1.2. CHART SHOWING LEVEL OF PEOPLE LIKES FLIPKART

16
3.How you know this flipkart
4.1.3 TABLE SHOWIN HOW THEY KNOW FLIPKART

OPINION NO OF RESPONDENCE PERCENTAGE

ADVERTISEMENT 61 59.8%

OWN EXPERIENCE 37 36.5%

NEWSPAPER 4 3%

TOTAL 102 100%

INTERPRETETION

From the above table 36.3% of the respondents have known flipkart through
own experience the price with the subscription, and 59.8% of the respondents
have known flipkart through advertisement balance 3% respondents may like
the preference

4.1.3 . CHART SHOWING PURCHASE CALCULATION THROUGH ONLINE

17
 4.In flipkart what do you like more

4.1.4 TABLE SHOWING WHAT DO YOU LIKE MORE IN FLIPKART

OPINION NO OF RESPONDENCE PERCENTAGE

DRESSES 77 75.5%

HOME APPLIENCES 8 17.6%

MAKEUP ITEMS 3 2.1%

PERFUMES 4 6.3%

TOTAL 102 100%

INTERPRETION
From the above table 75.5% respondents like dresses and 17.6% respondents
like home appliances and 2 present makeup items 6% perfumes respondents like

4.1.4 CHART SHOWING WHAT DO YOU LIKE MORE

18
5.Does flipkart suits your budget

4.1.5 TABLE SHOWING FLIPKART SUITS YOUR BUDGET OR NOT

OPINION NO OF RESPONDENCE PERCENTAGE

YES 76 74.5%

NO 17 8.8%

MAYBE 9 16.7%

TOTAL 102 100%

INTERPRETION

From the above table 74.5% flipkart suit respondents budget 8.8% not suits and
16% maybe suits there budget

4.1.5 CHART SHOWING LEVEL OF PEOPLE LIKE FLIPKART

19
6.WHICH TYPE OF PRODUCT DO YOU REFER

4.1.6 TABLE SHOWING DO YOU REFER FLIPKART TO FRIENDS

OPINION NO OF RESPONDENCE PERCENTAGE

CLOTHES 75 74%

FOOD PRODUCTS 21 21%

HOME APPLIENCES 6 5%

TOTAL 102 100%

Interpretation

From the above table 74% mostly buy clothes , 21% food products and5%home
appliances

4.1.6. CHART SHOWING DATA ABOUT IS FLIPKART SUITS THE BUDGET

20
7. Are you agree all products are available in FLIPKART

4.1.7 TABLE SHOWING PRODUCT AVALABILITY

OPINION NO OF RESPONDENCE PERCENTAGE

YES 76 74.5%

NO 17 8.8%

MAYBE 9 16.7%

TOTAL 102 100%

Interpretation

From the above table 74.5% respondent accept that all products are available
at flipkart 8.8% respondent not accept the statement 16.7%
Respondents partly accept the statement.

4.1.7 CHART SHOWING THE OF PRODUCT YOU PREFER IN FLIPKART

21
 8.Are flipkart satisfied your shopping experience

4.1.8 TABLE SHOWING SHOPPING EXPERIENCE WITH FLIPKART

OPINION NO OF RESPONDENCE PERCENTAGE

YES 88 86.5%

NO 10 9.8%

MAYBE 4 2.5%

TOTAL 102 100%

INTERPRETATION

From the above table 86.5 % respondent say yes about the flipkart
experience 9.8% say no and 3.5% say maybe

4.1.8 CHART SHOWING SHOPPING EXPERIENCE

22
9.Did you have purchase from below shopping apps

4.1.9 TABLE SHOWING COMPETETION OF SHOPPING APPS

OPINION NO OF RESPONDENCE PERCENTAGE

AMAZON 69 68%

MEESHO 26 25%

SNAPDEAL 6 7%

TOTAL 102 100%

INTERPRETATION
From the above table 68% people shops through amazon 25% people shopthrough
Meesho 7% shops through snapdeal.

4.1.9 CHART SHOWING PURCHASE PRODUCTS IN DIFFERENT SHOPPING APPS

23
10. Would you face any problems in online shopping

4.1.10 TABLE SHOWING PROBLEMS IN ONLINE SHOPPING

OPINION NO OF RESPONDENCE PERCENTAGE

YES 61 60.4%

NO 41 39.6%

TOTAL 102 100%

INTERPRETATION

The following table shows 60.4% people faced problem in online shopping 39.55 people don’t face any
problem in online shopping

4.1.10. CHART SHOWING PROBLEMS ON ONLINE SHOPPING

24
11. Kindly tell us which among the following is more convenient to use for
purchase

4.1.11 TABLE SHOWING CONVENIENT OF FLIPKART

OPINION NO OF RESPONDENCE PERCENTAGE

CREDIT CARD 60 60%

EMI CARD 14 14%

NONE 26 26%

TOTAL 102 100%

INTERPRETATION

From the above table 60% people used credit card 14% people used emi card
and26% people not use anything.

4.1.11CHART SHOWING CONVINIENCE OF THE ONLINE SHOPPING

25
12. Mention your satisfaction level with flipkart
4.1.12 TABLE SHOWING SATISFACTION LEVEL

OPINION NO OF RESPONDENCE PERCENTAGE

HIGHLY SATISFIED 55 54.5%

SATISFIED 23 32.7%

AVERAGE 12 11.9%

NOT SATISFIED 1 5%

TOTAL 102 100%

INTERPRETATION

From the above table 54.5% people highly satisfied 32.7% people satisfied 11.7% average. And
5% not satisfied.

4.1.12. CHART SHOWING LEVEL OF SATISFICATION CALCULATION

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13. Did you suggest your friends to purchase in flipkart
TABLE SHOWING SUGGESTIONS FOR PURCHASE

OPINION NO OF RESPONDENCE PERCENTAGE

YES 91 90.1%

NO 11 9.9%

TOTAL 102 100%

INTERPRETATION
From the above table ninety .one percentage people wants to suggest about flipkartTo friends
nine point five percentage

4.1.13. CHART SHOWING LVEL OF SUGGESTIONS TO FRIENDS

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 14.Please give your rating out off 10 for online shopping
4.1.13TABLE SHOWING RATING FOR FLIPKART APP

OPINION NO OF RESPONDENCE PERCNTAGE

GOOD 51 50.5%

VERY GOOD 29 28.7%

AVERAGE 16 15.8%

POOR 3 5%

VERY POOR 2 1%

TOTAL 102 100%

INTERPRATION
From the above table 50.5% people like online shopping 28.7% very good 15.8 %
average 5% poor 1 % very poor

4.1.14 CHART SHOWING LEVEL OF RATING OUTOFF 10

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4.2 Hypothesis .
A hypothesis is a tentative statement about the relationship between two or more variables. It is a
specific, testable prediction about what you expect to happen in a study.

Solution of hypothesis
ho=There is no relationship between age of the respondent and their shopping
h1=There is a relationship between age of the respondent and their shopping
Case Processing Summary
Cases
Valid Missing Total
Perc Perc Perc
N ent N ent N ent
VAR00003 * 100. 0.0 100.
103 0 103
VAR00004 0% % 0%

Chi-Square Tests
Asymp. Sig.
Value df (2-sided)
Pearson Chi-Square 113.365a 18 .000
Likelihood Ratio 23.175 18 .184
N of Valid Cases 103
a. 23 cells (82.1%) have expected count less than 5. The minimum
expected count is .01.

INTERFERANCE

From the table 23 cells 82.1% have expected count less than 5. The minimum expected
Count is 0.1.

29
 CHAPTER-5

5.1 FINDINGS AND SUGGESTION

1. The majority (80%) of the Respondents are male.

2. The majority (68%) of Respondents are age group is under 25.

3. The majority (60%) of the respondents are students.

4. The majority (72%) are single.

5. The majority (52%) of Respondents are like Flipkart.

6. The majority (59%) are dealing with Flipkart.

7. The majority (76%) like to buy dresses in Flipkart

8. The majority (75%) of Respondents are Satisfied buy the budget of Flipkart

9. The majority (75%) of Respondents are agree that all product available in Flipkart

10.The majority (90%) of Respondents wants to suggest friends to do shopping at Flipkar

11.The majority (55%) of respondents are highly satisfied using Flipkart

12.The majority (75%) of Respondents agree that all products available in flipkart.

13.The majority (86%) of Respondents are Satisfied with shopping experience with Flipkart.

14.The majority (69%) of Respondents are made shopping on amazon .

15.The majority (60%) of Respondents are faced problems on online shopping.

30
16.The majority (35%) of Respondents are Satisfied with Airtel network coverage in their location.

17.The majority (60%) of Respondents use their credit card for online shopping .

18.The most preferred online site for most of the respondents was Flipkart . The likely division an
equal 98% for Flipkart sites.

19.The Most of the respondents shopped online. The reasons of shopping online
were many but the most likely reason for the respondents to shop online were
reduced prices, COD and convenience.

20.Flipkart is leading in every aspect of survey such as price, preferred and also suggesting to friends

22. Undoubtedly Flipkart made the impact on customers very strongly and
Captured loyal customers. And it are ready suggesting its online shopping site to rest
of its friends.

23.Every age group people are interested in offers, if they are in need or not they want to purchase.

24.Online shopping is convenient, in that you can shop around, find the best prices

5.2 SUGGESTIONS

1. ‘Free shipping’ are the magic words to many customers. Think about it. .
Offering free shipping shows that you care about the customers’ experience, even
as they’re paying for their goods. They’ll remember that, and they’ll be back.
2. There are so many fraud cases with online customer that’s why they don’t want to
again use E-Commerce and one more thing some time they confused what we
should do and where we should do they complain. Security of the funds also of the
main reason of the behind the E-Commerce .Sometimes, online customer faces
the problem of the refund of the funds. So government as well as facilitators of the
E- Commerce should make the clear guideline regarding this.

3. Nothing’s worse than a site where the customer can’t see wheretogo. Map your site out
so they can see exactly what you sell, and where they should go to get it. It saves them
time and hassle when they come to buy.
4. Allow online shoppers to engage with your ecommerce site and visualize how to
incorporate your products into their everyday lives with the power of social proof.
These are the visual and text reviews that customers leave endorsing your products.
Platforms like Instagram, YouTube, and Facebook have given brands the ability to
collet real visual stories from customers about their products and visualmarketing
software such as Pixlee allows marketers to display this user generated content on
their brand sites.

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 SUGGESTIONS

1. Good online support can help to smooth over a customer’s bad

ecommerce experience.
2. Giving customer an idea of what a product looks and feels like without
being able to actually see and hold it can prove quite challenging
online. However, there is one easy solution to replicating this in-store
experience online.
3. Your consumers need to know they will have support after they makea
purchase, if needed. Guaranteeing troubleshooting after the purchaseand
consulting before the purchase can convert potential buyers into loyal,
returning customers.
4. Advertising on social media channels is a powerful way to connect with
lots of potential customers in creative, fun ways. Social media
advertising can be anything from a simple Facebook feed post to a taco-
shaped lens on Snapchat.

5. Customers browse through online stores looking for the lowest prices and
the best overall shopping experiences. To keep buyers attracted to their
store, merchants should identify shops that are similar to their own
business that they can compare against. Figuring out what makes
competitors more advantageous enables sellers to determine what they
need to change about their business to keep returning customers loyal and
attract new buyers.
6. Online store owners don’t have to worry about marketplace rules that limit
what they can include on product pages or in communication to buyers.
Merchants with stores should take advantage of this control by offering
incentives to buyers. Whether it’s a pop-up discount at your store’s
homepage or a promotional email about an ongoing sale, sellers should
actively reach out to buyers with different types of incentives to make
purchase.

32
 CHAPTER -6

6.1 SUMMARY OF THIS PROJECT

Internet is the rapidest growing media during the past decade. Especially, online shopping
is a rapidly growing e-commerce area. Online stores are usually available 24 hours a day,
and many consumers have Internet access both at work and at home. A successful web
store is not just a good looking website with dynamic technical features, listed in many
search engines. This study aims to establish a preliminary assessment, evaluation and
understanding of the characteristics of online shopping. Although the benefits of online
shopping are considerable, when the process goes poorly it can create a thorny situation.
A few problems that shoppers potentially face include identity theft, faulty products, and the
accumulations of spyware, as well as the precautions to be taken are in this project.

6.2 CONCLUSION

The study aimed to determine the problems faced by consumers during

online purchase. The result showed that most of the respondents have both
positive and negative experience while shopping online. There
were many problems or issues that consumer’s face while using
FLIPKART . Total six factors came out from the study that limits
consumers to buy from online sites like fear of bank transaction and
nofaith, traditional shopping more convenient than online shopping,
reputation and services provided, experience, insecurity and insufficient
product information and lack of trust.

The research might be useful for the e-tailers to plan out future strategies
so as to serve customer as per their needs and generate customer
loyalty. As per the investigation done by there is strong relationship
between reputation and satisfaction, which further is linkedto customer
loyalty. If the online retailer has built his brand name, or image of the
company, the customer is more likely to prefer that retaileras compared
to new entrant. The online retailer that seeks less information from
customers are more preferred as compared to those require complete
personal information

The research might be useful for the e-tailers to plan out future strategies
so as to serve customer as per their needs and generate customer loyalty.
As per the investigation done by there is strong relationship between
reputation and satisfaction, which further is linked to customer loyalty. If the
online retailer has built his brand name, or image of the company, the
customer is more likely to prefer that retailer as compared to new entrant.
The online retailer that seeks less information from customers are more
preferred as compared to those require complete personal information.
Although nowadays, most of the vendors do give plenty of offers in form of
discounts, gifts and cash backs, but most of them are as per the needs of e-
retailers and not customers. Beside this, trust needs to be generated in the
customer’s mind, which can be done by modifying privacy and security policies. By
adopting such practices, the marketer can generate customers’ interest towards
online shopping.
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 6.3 REFERENCE

LINKS
https://en.wikipedia.org/wiki/Online_shopping
https://www.ukessays.com/essays/marketing/introduction-of-online-
shopping-marketing-essay.php

 Ngai EW, Wat FK. A literature review and classification of electronic commerce
research. Information & Management. Vol. 39, No. 5, 2002 Mar 31, pp. 415-29.
 Cohen S, Kallirroi G. e-Commerce Investments from an SME perspective: Costs,
Benefits and Processes. Electronic Journal of Information Systems Evaluation. Vol.
9, No. 2, 2006 Feb 1, pp. 45-56. Ren W, Zhang T, Li M. Future Computer,
Communication, Control and Automation. Springer Berlin Heidelberg. The Empirical
Research of Travelling E-Commerce Implementation Performance Measurement
System in China’s Star Hotels. Vol. 119, 2012, pp. 407-415.
 Hung WH, Chang LM, Lin CP, Hsiao CH. Readiness of website acceptance and
implementation in SMEs. Computers in Human Behavior. Vol. 40, 2014 Nov 30, pp.
44-55.

 Yasin M, Augusto M, Czuchry A, Lisboa J. Effect of implementation reasons,

implementation plans and system modifications on e-commerce outcomes: a
structural equation approach. International Journal of Management. Vol. 27, No. 2),
2010 Aug 1, pp. 303.
 Chan C, Swatman PM. B2B e-commerce implementation: The case of BHP steel.
Deakin University School of Information Systems; 1999.
 Chan C, Swatman P. Management and business issues for B2B e-commerce
implementation. IN System Sciences, 2002. HICSS. Proceedings of the 35th Annual
Hawaii International Conference, IEEE. 2002 Jan 7, pp. 3083-3093.

 Hong W, Zhu K. Migrating to internet-based ecommerce: Factors affecting e-

commerce adoption and migration at the firm level. Information & Management. Vol.
43, No. 2, 2006 Mar 31, pp. 204-21.
 Thatcher SM, Foster W, Zhu L. B2B ecommerce adoption decisions in Taiwan: The
interaction of cultural and other institutional factors. Electronic Commerce
Research and Applications. Vol. 5, No. 2, 2006 Aug 31, pp. 92-104.
 Scupola A. SMEs'e-commerce adoption: perspectives from Denmark and Australia.
Journal of Enterprise Information Management. Vol. 22, No. 1/2, 2009 Feb 13, pp.
152-66.
 Tarofder AK, Marthandan G, Mohan AV, Tarofder P. Web technology in supply
chain: an empirical investigation. Business Process Management Journal. Vol. 19,
No. 3, 2013 May 31, pp. 431-58.

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 6.4 APPENDIX-(QUESTIONNAIRE)

1, NAME OF THE RESPONDENT

2, AGE OF THE RESPONDENT

 BELOW 25
 25 YR-35YR
 36 YR-45YR
 ABOVE46

3. GENDER OF THE RESPONDENT

 MALE
 Female
 OTHER

4. MARITAL STATUS OF THE RESPONDENT

 MARRIED
 UNMARRIED
 SEPARATED

5. OCCUPATION OF THE RESPONDENT

 GOVERMENT EMPOYEE
 PRIVATE EMPLOYEE
 BUSINESS
 STUDENTS
 OTHER

6. EDUCATION QUALIFICATION

o 10TH
o 12TH
o DEGREE
o DIPLOMA

35
7. HAVE YOU PURCASED IN ONLINE

 Yes
 NO
 Maybe

8. WHAT DO YOU MOSTLY LIKE IN FLIPKART

 QUALITY
 PRICE
 PREFERENCE FOR DELIVERY

9. HOW YOU KNOW THIS FLIPKART

 ADVERTISEMENT
 OWN EXPERIENCE
 NEWSPAPER

10. IN FLIPKART WHAT DO YOU LIKE MORE

 DRESSES
 HOME APPLIENCES
 MAKEUP ITEMS
 PERFUMES

11. DOES FLIPKART SUIT YOUR BUDGET?

 Yes
 No
 Maybe

12. WHICH TYPE OF PRODUCT DO YOU PREFER TO BUY

 CLOTHES
 HOME APPLIENCES
 FOOD PRODUCTS

13. ARE YOU AGREE THAT ALL PRODUCT AVAILABLE IN FLIPKART?

 YES
 NO
 MAYBE

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14. ARE FLIPKART SATISFIED YOUR SHOPPING EXPERIENCE?

 YES
 NO
 MAYBE

15. DID YOU HAVE PURCHASE ANY OTHER FOLLOWING APP?

o AMAZON
o MEESHO
o SNAPDEAL

16. WOULD YOU FACE ANY PROBLEMS IN ONLINE SHOPPING

 YES
 NO

17. KINDLY TELL US WHICH AMONG THE FOLLOWING IS MORE CONVINIENT TO USE FOR
PURCHASE?

o CREDIT CARD
o EMI CARD
o NONE

18. PLEASE METION YOUR SATISFICATION LEVEL WITH FLIPKART

 HIGHLY SATISFIED
 SATISFIED
 NOT SATISFIED
 AVERAGE

19. DID YOU SUGGEST YOUR FRIENDS TO PURCHASE IN FLIPKART?

 YES
 NO

20. PLEASE GIVE YOUR RATING OUTOFF 10 FOR ONLINE SHOPPING

o GOOD
o VERY GOOD
o AVERAGE
o POOR
o VERY POOR

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