Swami vivekananda collage of engineering ,

Department of management
Indore [m.p.]

A Major Research Project

On
“ A Comparative study on Service of Flipkart & Meesho In Indore city”

Submitted to
DEVIAHILYA VISHWAVIDHYALAYA(DAVV),INDORE
Partial fulfillment for the degree of
Master of Business Administration (Full Time )
Session 2023-2025

Guided By: Submitted by :

Prof.Sonali Deshmukh Urvashi Bharga
Roll number: 231890007
Course: MBA FT III SEM

Swami vivekananda collage of engineering ,

 Department of management
Indore [m.p.]

A Major Research Project

On
“ A Comparative study Service of Flipkart & Meesho In
Indore city
Submitted to

DEVIAHILYA VISHWAVIDHYALAYA(DAVV),INDORE
Partial fulfillment for the degree of
Master of Business Administration (Full Time )
BRTCH:-2023-2025
Guided By: Submitted by :
Prof. Sonali Deshmukh Urvashi Bhargav
Roll number 231890007
Course: MBA FT III SEM

DECLARATION :-

2
I Urvashi bhargav hereby declare that the major research project work is being
presented in the report entitled ““ A comparative study on Service of Flipkart &
Meesho In Indore city]” is an original work done by me and is submitted to the Devi
ahilya university in partial fulfillment of requirement for the award of master of
business administration.
I further declare that no material of the report has been copied from any report
and this report has not been submitted to any other university or institude for
the award of any degree diploma or certificate . The material obtained (and
used ) from other source have been duly acknowledged in the project.

Signature
Urvashi Bhargav
Rollnumber 231890007
MBA (FT III SEM)

CERTIFICATE

3
This is to certify that the project report entitled “A Comparative study on Services
of Flipkart & Meesho In Indore City” carried out by Urvashi bhargav bearing Roll
number 231890007 and Enrollment number DX2303321 under my supervision
for the award of degree Master of Business Administration (MBA) of Devi Ahilya
Vishwavidyalaya, Indore.

To the best of my knowledge the report-

i. Embodies the original work.

ii. Fulfill the requirement of the Ordinance relating to the MBA degree of the
University.
iii. Is up to the desired standard for the purpose to which it is submitted.

Signature of Supervisor
Name………………….................

Signature of Co-Supervisor
Name………………….................

4
 ACKNOWLEDGEMENT

I would like to thank my project guide Prof. Sonali Deshmukh for guiding me through
my research project. His encouragement, time and effort are greatly appreciated.
I would like to thank all the respondents who offered their opinions and suggestions
through the survey that was conducted by me in my Major Research Project
Last but not the least; I would like to thank my Friends, Relatives who’s supported me
directly or indirectly in completing my Major Research Project.

Signature
Urvashi Bhargav
Roll number :
231890007
MBA (FT III SEM)

5
 TABLE OF CONTENT

Particulars Page
Number
Chapter 1 Introduction
Background of the Study 1 to 8
Rationale of the Study 9 to 11
Problem statements
Research Objectives 12 to
13
Chapter 2 Review of Literature 14 to 17

Chapter 3 Research Methodology 18 to 21

Research Design
Population
Sample and Sampling Method
Data Collection Method
Data Collection Tool/Development of Data
Collection Tool
Statistical Tools for Analysis
Chapter 4 Analysis 22 to 40
Chapter Ressults and Discussion
5

Chapter 6 Conclusion 41 to 42
Suggestions
Contribution/Implications
For Industry
For Acadmics
For Society
Limitations

References 43
Annexure (if any) 44 to 45

6
 Chapter : 1

Introduction

7
 Online shopping through app has become very popular these days because people find
it convenient and easy to shop from their home or office. People can save their time
and energy by purchasing products online with some discounts. The offers on the
internet can be easily compared, and the buyer can buy the product according to their
favorable conditions like price, quality and other discounts for their individual needs.
The next generation of mobile phone “SMART Phones”, has opened the new paths of
using specially designed apps. We have most of the companies making use of this trend
of getting their company products available on their website for sale, to be accessed via
the app. They are also coming out with some great offers to attract customers to
download and use their apps more rather than accessing their website.

Online shopping is a form of electronic commerce that allows consumers to purchase

goods or services directly from a seller over the Internet using a web browser or mobile
app.

Online shopping apps are applications designed for smartphones and other mobile devices
that allow users to browse, shop, and purchase products or services directly from their
device . Online shopping apps are applications designed for smartphones and other
mobile devices that allow users to browse, shop, and purchase products or services
directly from their device.

The initial period of online shopping in India was around 2000-2001. Many startups and
e-commerce companies launched their online platforms at this time. Muktak, IndiaTimes
Shopping, and Rediff Shopping are some of the prominent names that initially helped in
making online shopping popular in India. Then later big players like Flipkart, Snapdeal and
Amazon also entered this field.

here are many online shopping apps in India like –

8
FILPKART
AMAZON
MEESHO
SNAPDEAL
CLUB FACTORY , etc.

9
FLIPKART

FLIPKART (company) was founded in 2007 by Sachin Bansal and Binny Bansal , both alumni
of the Indian Institute of Technology Delhi. They worked for Amazon.com, and left to
create their new company incorporated in October 2007 a Flipkart Online Services Pvt.
Ltd. The first product they sold was the book Leaving Microsoft To Change The World to a
customer from Hyderabad. Flipkart now employs more than 45,000 people. Flipkart allows
payment methods such as cash on delivery, credit or debit card transactions, net banking,
e-gift voucher and card swip on delivery.

FLIPKART’S SERVICES

E-commerce Platform: Flipkart operates as an online marketplace, offering a diverse range

of products across categories such as electronics, fashion, home essentials, books,
groceries, and more. Customers can browse through a vast catalog of products and make
purchases directly through the Flipkart website or mobile app.

10
Flipkart Plus: Flipkart Plus is a loyalty program designed to reward frequent shoppers.
Members of Flipkart Plus enjoy benefits such as free and fast shipping, early access to sales
events, exclusive deals and discounts, and priority customer support.

Cash on Delivery: Flipkart offers the option of cash on delivery (COD) for customers who
prefer to pay for their orders in cash upon delivery. This service allows customers to inspect
their purchases before making payment, adding an extra layer of security and
convenience.

Multiple Payment Options: In addition to cash on delivery, Flipkart supports various

payment methods, including credit or debit card transactions, net banking, e-gift
vouchers, and card swipe on delivery. This flexibility enables customers to choose the
payment method that best suits their preferences and needs.

Flipkart Assured: Products labeled as "Flipkart Assured" undergo a rigorous quality check
process to ensure they meet Flipkart's standards for reliability, authenticity, and customer
satisfaction. Items with the Flipkart Assured badge typically come with faster delivery and
enhanced customer support.

Easy Returns and Refunds: Flipkart has a hassle-free returns and refunds policy, allowing
customers to return products within a specified period if they are not satisfied with their
purchase. The company facilitates easy returns and initiates refunds promptly, ensuring a
smooth and seamless experience for customers.

Customer Support: Flipkart provides dedicated customer support services to assist

customers with inquiries, issues, or concerns related to their orders. Customers can reach
out to Flipkart's support team via phone, email, or live chat for prompt assistance and
resolution.

11
MEESHO

Vidit Atrey and Sanjeev Bharnwal, both alumni of IIT Delhi, founded Meesho in 2015 with
a vision to enable anyone to start their own online business.

Meesho is India's fastest-growing internet commerce company aiming to make

eCommerce accessible to everyone. Meesho's vision is to enable 100 million small
businesses in India, including individual entrepreneurs, to succeed online.

Meesho is a popular Indian social commerce platform that enables individuals to start their
own online businesses with zero investment. Users can browse through a wide range of
products, including clothing, accessories, electronics, and more, and share them with their
contacts through social media platforms like WhatsApp and Facebook.

12
  Meesho services

Customer Support : Meesho offers dedicated customer support channels to address

inquiries, resolve issues, and assist users with any questions they may have. Resellers and
buyers can reach out to Meesho's customer support team through multiple channels,
including phone, email, and in-app messaging.

Order Tracking : Meesho provides tools for users to track the status of their orders in real-
time. Resellers and buyers can monitor the progress of their orders from placement to
delivery through the Meesho app or website.

Returns and Refunds : Meesho facilitates returns and refunds for buyers in case they are
dissatisfied with their purchases or receive damaged or defective items. The platform has
a hassle-free returns process, allowing users to initiate returns and receive refunds
promptly.

Payment Assistance : Meesho offers support for payment-related issues and inquiries.
Whether it's assistance with payment processing, payout disbursement, or payment
reconciliation, Meesho's customer support team is available to help users navigate any
payment-related concerns.

Technical Support : Meesho provides technical support to address any issues or difficulties
users may encounter while using the platform. This includes assistance with app
functionality, troubleshooting technical glitches, and resolving account-related issues.

13
14
DIFFERENCE BETWEEN FLIPKART AND MEESHO

Parameter Meesho Flipkart

Founder Name Sanjeev Barnwal ,Vidit Sachin Bansal &Binny

Aatrey Bansal

Founded In 2015 2007

Headquarters Bengaluru Bengaluru

Number Of Users 120 Million+ 500 Million +

Google Play Ratting 4.3 Rating Based On 3m 4.3 Rating Based On 40 M

Reviews Reviews

Google Play Downloads 120 Million+ 500 Million+

Affiliate Program Reseller Program Available Yes

Website Rank #1 In India (Category Rank) #12 In India

Website Traffic(Monthly 28.8 Million (As Of 2024) 1931 Million (As Of 2024)
Avg,)

15
Rationale Study

This study has been conducted keeping in mind the consumers of Indore. Through this it
will be known how much the consumers of Indore like to do online shopping and which
app they like to shop with the most. Which online shopping app's service do they like and
which app's service do they trust. Which online shopping app has benefited them the most
in shopping and what problems do they face in online shopping service. Which app's
service do they not like.
Research Objectives

• Which online shopping app's service do people like and why?

• Which app seems more trustworthy and why?
• Which online shopping app is beneficial for people to shop from?
• What are the problems in online shopping

16
 Chapter : 2
Review of Litrerature

17
FereshteRasty, Seyyed HabibollahMirghafoori (2021)1, identified 18 barriers affecting trust
in online shopping and were prioritized through the combination of FMEA, entropyand
VIKOR methods in an intuitionistic fuzzyenvironment. Theyfound out that the most
important trust barriers includes privacy risk, lack of feel and touch associated with online
purchases and social risk. In order to increase customer trust marketing managers should
focus on improving and promoting the infrastructure security of their online shopping sites
and also by presenting satisfied consumer’s testimonials.

AbetarePrebreza, Blerona Shala (2021)2, found that consumer trust with online shopping
is directly dependent on a few factors. There is a constant dilemma in the market related
to the question, which online shopping determinants affect the customer trust. This
paper deals with the analysis of customer satisfaction, with the aim of utilizing the
empirical research on the Kosovo market in Covid-19 period in order to determine the
connection between customer trust and certain determinants of online shopping.

Umama Nasrin Haque, Rabin Mazumder (2020)3, found out that customer loyalty is
primarily achieved by satisfying customers’ expectations. In online shopping, since the
products are intangible, it is important to build trust among the customers. This study
attempts to study the relationship between customer loyalty and customer trust in
online shopping since trust is the glue that holds customer relationship together in the
current competitive market. The result of this study gives the idea that trust of the
customer acts as a mediating factor which enhances the loyalty of customer in regard to
the further purchase and consumption of the particular product or service in the online
environment.

Paulo Duarte, Susana Costa e Silva, Margarida Bernardo Ferreira (2018)4,found that in
addition to offering competitive prices, keeping a high level of online shopping
convenience has become a strategic driving force for online retailers to promote and
maintain customer loyalty. The main aim of this research is to study what convenience
dimensions more heavily influence customer’s satisfaction and intention to engage and
recommend online shopping. They found out that frequent monitoring of consumer’s
18
perceptions and expectations about online convenience is a prerequisite for achieving
continuous improvement in providing highly convenient online services.

Hannah R. Mariott, Michael D. Williams (2018)5, developed a theoretical model to

examine multi-faceted risk and trust effects on consumer adoption intention. Empirical
results demonstrate many risk perceptions as well as trust as the effects may vary on
consumer’s m-shopping intention. They found out that financial, psychological and
performance risks are the most important concerns among consumers and that trust
enhancements must become first and foremost concern for practitioners to reduce risk
perceptions and encourage mshopping behavior.

Plavini Punyatoya (2018)6, proposed that consumer trust in an online retailer has two
principal forms; they are cognitive trust and affective trust. The study examined various
factors influencing the development of each form of customer online trust and the
subsequent effect on customer satisfaction and loyalty intention. The researcher found
out the multi-dimensional nature of consumer trust in online retailing context. Cognitive
trust and affective trust are found to mediate the relationship between perceived
website quality, security and privacy policy, prior interaction experience, perceived e-
tailer reputation and shared value and customer satisfaction.

Anand Thakur, Rupinderdeep Kaur (2017)7, found out that lack of trust is the biggest
obstacle to the success of online shopping. The study focus on the relationship of trust
antecedents with customer trust and customer trust with online shopping activities
conducted in Punjab. They found that knowledge and privacy protection did not have a
significant relationship with customer trust. The results revealed that security protection,
perceived risk, and perceived benefits are important antecedents for building trust
among the consumers towards online shopping. Consumer trust has a significant
relationship with online shopping activities.

19
NadiahBinti Tasin (2017)8, examined factors affecting consumer trust in Malaysia as well
as to investigate the relationship between trust and purchasing decision. Researcher
found out that trust in online shopping is built on information quality, online consumer
review and site quality. It was also found that trust contributes to the online purchasing
decision.

Nikolas Pappas (2016)9, found out the interrelationship between perceived risk factors,
the marketing impacts, and their influence on product and web-vendor consumer trust.
The findings reveal the associations between Internet perceived risks and the relatively
equal influence of product and e-channel risks in consumers’ trust, and that online
purchasing intentions are equally influenced by product and e-channel consumer trust.

Tim Brady (2016)10, millions of small merchants in india are moving their business online
,but great e-commerce tools aimed at there small business don’t exist me has confined
would class engineering with local know how to create an e-commerce platform well
adapted to the unique needs of the merchant.

20
 Chapter : 3
Research mathodology

21
RESEARCH DESIGN

Population

Indore city has current population of 3 million .

The methodology of the study includes

 Sample Technique
 Sample Size
 Collection Of Data
 Tools For Analysis

Sample Technique
The process of obtaining a sample is known as sampling. From them the researcher has
taken only 58 sample for the present study for the convenient sampling method.

Sample Size
The study was conduct FLIPKART and MEESHO services in Indore city. The size of
responding is 58.

Collection Of Data

Google form survey :

i. Primary Data

The primary data has been collected from the customers who have using FLIPKART and
MEESHO app, in the form of questionnaire.

Tools For Analysis

For the study on services of FLIPKART and MEESHO in INDORE city, the tools used for
analysis are:

• Percentage analysis
22
 Chapter: 4
Data ANALYSIS AND INTERPRETATION

23
Q.1 Gender of

No.Of Respondents Percentage

Male 45 77.6%
Female 13 22.4%
respondents

Gender
58 responses

22.4%
Male
Female

77.6%

Interpertation

From the above charts its interpreted that, out of 58 respondents 22.4% are female and
remaining 77.6 are male .

Hence ,the majority of the respondents are male

24
Q2: basic data distribution according to age:

Age No Of Respondents Percentage

18-20 10 17.2%
20-25 47 81%
25-28 1 1.7%
28-Above 0 0

Pie chart for number of respondents as per age

Age

1.7%
17.2% 18-20 year
20-25 year
25-28 year
28-above
82%

Interpretation

From the above chart shows that, out of the 58 respondents 18-20 years age group 17.2%
And 20-25 years age group 81% and 25-28 years age group 1.7% and 28 above age group
0% .

Hence, the majority of respondents are 20-25 years age group.

25
Q.3 Education qualification

Education No.Of Respondents Percentage

12th 15 25.9%
Graduate 29 50%
Post Graduate 11 19%
Other 3 5.2%

Pie chart for number of respondents as per Education Qualification

Education Qualification

5.2%
19% 25.9% 12th
Graduate
Post Graduate
Other

50%

Interpretation

From the above chart interpreted that out of 58 respondents 50% Graduate, 25.9%
12th pass and 19% post Graduate and 5.2% other.

26
Q.4: basic data distribution according to occupation

Occupation No. Of Respondents Percentage

Private Employee 8 13.8%

Government Employee 1 1.7%
Self Employee 2 3.4%
Student 47 81%

Pie chart for number of respondents as per Occupation.

Occupation

13.8%
2% 3% Private employee
government employee
self employee
student
81%

Interpretation

From the above charts its interpreted that, out of the 58 respondents 81% are students
and 13.8% private employee and 3.4% self employed and 1.7% government employee.

27
Q.5: basic data distribution according to income.

Income No. Of Respondents Percentage

Below 10k 33 63.5%
10k-20k 14 26.9%
20k-40k 3 5.8%
More Than 40k 2 3.8%

Pie chart for number of respondents as per Income

Income

6% 4%
Below 10k

27% 10k-20k
20k-40k
63% More than 40k

Interpretation

From the above charts its interpreted that, out out of 58 respondents 63% below 10k
and 10k-20k , 27% and 20k-40k 6% and more than 40k, 4%.

Q.6: do you use online shopping app

28
 No. Of Respondents Percentage
Yes 57 98.3%
No 1 1.7%

Pie chart for number of respondents as per use online shopping app

online shopping app

2%

yes
No

98%

Interpretation
From the above charts interpreted that out of 58 respondents 98% use omline shopping
apps and 2% are not use.

Q.7: which app do you use the most ?

29
 No. Of Respondents Percentage
FLIPKART 26 44.8%
MEESHO 6 10.3%
BOTH 23 39.7%
OTHER 3 5.2%

which app using the most

5%
FLIPKART

45% MEESHO
40%
BOTH
OTHER

10%

Interpretation
From the above chart its interpreted that out of 58 respondents 45% are using the
mosflipkart and 10% are using the most meesho and 40% using the most both and 5%
using the most other app.

30
Q.8: which app gives you more offers or price discount

No. Of Respondents Percentage

FLIPKART 26 44.8%
MEESHO 11 19%
BOTH 18 31%
OTHER 3 5.2%

MORE OFFERS OR PRICE DISCOUNT

5%
FLIPKART
31% 45% MEESHO
BOTH
OTHER

19%

Interpretation
For the above charts its interpreted that ,58 respondents 45% are most offer or prize
discounts gives flipkart and 19% are most offer prize discounts gives meesho and 31% are
both and 5% other .

Q.9: which app features make it easier for you to understand ?

31
 No. Of Respondents Percentage
FLIPKART 28 48.3%
MEESHO 8 13.8%
BOTH 19 32.8%
OTHER 3 5.2%

app features make it easier to understand

5%
FLIPKART
33% MEESHO
48%
BOTH
OTHER

14%

Interpretation
From the above charts its interpreted that out of 58% respondents 48% are app features
make it easier to understand flipkart and 14% are app features make it easier to
understand to meesho and 33% are app features make it easier to understand to both
and
5% are other.

Q.10: which app privacy & security do you find more safe ?

32
 No. Of Respondents Percentage
FLIPKART 33 56.9%
MEESHO 6 10.3%
BOTH 16 27.6%
OTHER 3 5.2%

app privacy & security find more safe

5%

FLIPKART
28%
MEESHO

57% BOTH
OTHER
10%

Interpretation
From the above charts its interpreted that, out of 58 respondents 57% are app privacy &
find more safe to flipkart and 10% are app privacy & find more safe to meesho and 28%
are app privacy & find more safe to both and 5% are other .

Q.11 : which app customer care service did you like ?

33
 No. Of Respondents Percentage
FLIPKART 29 50.0%
MEESHO 9 15.5%
BOTH 15 25.9%
OTHER 5 8.6%

app customer care service did you like

9%

FLIPKART
26% MEESHO
50%
BOTH
OTHER

15%

Interpretation
From the above charts its interpreted that out of 58 respondents 50% are app customer
care service like to flipkart , and 15% are app customer care service like to meesho and
26% are app customer care service like to both and 9% other.

Q.12: which app refundable policy is more suitable for you?

34
 No. Of Respondents Percentage
FLIPKART 34 58.6%
MEESHO 6 10.3%
BOTH 16 27.6%
OTHER 2 3.4%

app refundable policy is more suitable for

you

3%
FLIPKART
28%
MEESHO
BOTH
59%
10% OTHER

Interpretation

From the above the charts its interpreted that ,out of 58 respondents 59% are app
refundable policy is most suitable to flipkart and 10% are app refundable policy is most
suitable to meesho and 28% are app refundable policy is most suitable to both and 3%
other .

35
Table: which app keeps giving you new updates according to the season?
No. Of Respondents Percentage
FLIPKART 26 48.8%
MEESHO 7 12.1%
BOTH 23 39.7%
OTHER 2 3.4%

app keeps giving new updates according

season

4%

32% FLIPKART
MEESHO

49% BOTH
OTHER
15%

Interpretation

On the basis of above data we can conduct that majority of the respondent (48.8%) App
keeps giving you new updates according to the season to flipkart.

36
Q.14: which app gives more offers during festivals time ?

No. Of Respondents Percentage

FLIPKART 27 47.4%
MEESHO 10 17.5%
BOTH 19 33.3%
OTHER 1 1.8%

app gives more offers during festivals time

2%

FLIPKART
33%
MEESHO
47%
BOTH
OTHERS

18%

Interpretation

From the above charts its interpreted that, out of 58 respondents 47% are more offers
during festivals time gives to flipkart and 18% are more offers during festivals time gives to
meesho and 33% are more offers during festivals time to gives to both and 2% other.

37
Q.15: which app delivery timing is faster during festival time ?

No. Of Respondents Percentage

FLIPKART 32 56.1%
MEESHO 9 15.8%
BOTH 14 24.6%
OTHER 2 3.5%

app delivery timing faster during festivals

time

3%
FLIPKART
25%
MEESHO
BOTH
56%
OTHER
16%

Interpretation
From the above the charts its interpreted that, out of 58 respondents 56% are app
delivery timing faster during festivals time to flipkart and 16% are app delivery timing
faster during festivals timing to meesho and 25% are both and 3% are other .

38
Q.16: Where do you find fake products & empty boxes ?

No. Of Respondents Percentage

FLIPKART 18 31.6%
MEESHO 14 24.6%
BOTH 12 21.1%
OTHER 13 22.8%

find fake products & empty boxes

23%
31% FLIPKART
MEESHO
BOTH
21% OTHER

25%

Interpretation
From the above charts its, interpreted that out of 58 respondents 31% are find fake
products & empty boxes to flipkart and 25% are find fake products & empty boxes and
21% are both and 23% are other.

Q.17: Do you get reminder call order confirmation ?

39
 No. Of Respondents Percentage
FLIPKART 30 52.6%
MEESHO 5 8.8%
BOTH 18 21.6%
OTHER 4 7%

get reminder call for order confirmation

7%

FLIPKART

32% MEESHO
52% BOTH
OTHER

9%

Interpretation
From the above charts its interpreted that out of 58 respondents 52% are get reminder
call for order confirmation to flipkart & 9% are get reminder call for order confirmation
to meesho & 32% are Both & 7% are others.

40
Q.18 Which app would you like to give more rating ?

No. Of Respondents Percentage

FLIPKART 35 60.3%
MEESHO 4 6.9%
BOTH 18 31%
OTHER 1 1.7%

app would like give more rating

2%

31% FLIPKART
MEESHO
BOTH
60%
OTHER
7%

Interpretation
From the above charts Its Interpreted that out of 58 respondents 60% are
Like give more rating to flipkart & 7% are like give more rating to meesho & 31% are give
more rating to both & 2% are others.s

41
 Chapter : 5
Result & discussio

Result

Majority 77.6% of respondents are male .

• Majority 81% of respondents are age 20-25 year .
• Majority 50% of respondents are graduated .

42
 • Majority 81% of respondents are student.
• Majority 63.5% of respondents are income below 10 k.
• Majority 98.3% of respondents are use online shopping app.
• Majority 44.8% of respondents are use flipkart the most.
• Majority 44.8% of respondents are flipkart app gives more offers and price
discount.
• Majority 48.3% of respondents are flipkart app features make it easier to
understand.
• Majority 56.9% of respondents are flipkart app privacy and security find more safe.
• Majority 50% of respondents are flipkart customer care service like .
• Majority 58.6% of respondents are flipkart app refundable policy is more suitable
.
• Majority 44.8% of respondents are flipkart app keeps giving new updates
according to the seasion.
• Majority 47.4%of respondents are flipkart app gives more offers during festivals
time .
• Majority 56.8% of flipkart app delivery timing is faster during festival timing .
• Majority 31.6% of flipkart app find fake product and empty boxes.
• Majority 52.65% of flipkart app get remind call for order confirmation. • Majority
60.3% of flipkart app would likew to more rating.

Discussion

• Almost everyone likes to shop online.

• Almost everyone using the most both flipkart & meesho.
• Most people find flipkart trustworthy.
• Almost everyone likes the features both of them. • Females like the meesho app
because they get more discount there.

43
44
 Chapter : 6
Conclution

After conducting the study it was found out that majority of the respondents prefer
flipkart app services. This is because of the trustable online shopping app .customer can
purchage almost any kind of product through flipkart app. Almost all the consumer using
both app flipkart and meesho but they liked flipkart services more than meesho.

But from the study conduct ,it is found out that flipkart is popular app as majority of
them are already aware about it. Many make frequent purchage from flipkart due to the
attractive offers given by flipkart and because of the implement of the successful
marketing strategies. The factor that which attracts most of the consumers is the
services of flipkart app. It is clear that trust flipkart app because of the quality of the
services provided and by keeping up of its promise. That means ,flipkart have loyal
customer . so it is clear that flipkart succeeded in building customer trust by year of its
hard work and implementation of critical marketing and advertising stratigies.

Almost female like meesho app because it gives more discount but males prefer flipkart
Because it provide better sevice.

45
Suggestions

For industries

• According to the survey meesho app should call its customer for order
confirmatiom.
• According to survey meesho app Measures shoud be taken to improve customer
service . customer care center should be established .

• Both company Flipkart & Meesho may provide product suggestion according to
their customers want and needs.

• Both companies deliveries of goods should not be delayed . accuracy in the

delivery should be assured.

For academics
• Focusses on academic and scholarly books in various displines.
• Offers new and used textbooks ,e books,and rentals at competitive prices.

For society
• we aware of fake products and empty boxes.
• Believe in quality rather then quantity .
• Cheak refundable policy while online shpping.

Limitation

• We did a survey in very small area .

• I have not taken suggestion from many people .
• Some of thee data we collect may be in accurate.

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Refrance

1.Abetare Prebreza, B. S. (2021). The trust in online shopping during Covid-19: Case
study from Kosovo. Open Access Library journal, 1-15.

2. Anand Thakur, R. K. (2017). An empirical study on consumer trust in online

shopping in Punjab. Indian journal of marketing, 47-59.

3. Baljeet Kaur, S. M. (2013). Factors influencing trust in online shopping: an Indian

consumer's perspective. European journal of business and management, 132-138.

4. David Gefen, E. K. (2003). Trust and TAM in online shopping: An integrated model.
MIS Quarterly, 51-90.

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1. Fereshte Rasty, S. H. (2021). Trust barriers to online shopping: Investigating and
prioritizing trust barriers in an intuitionistic fuzzy environment.

48
Annexure

1. Your name

2. Gender
a) Male b) female

3. Age
a) 18-20year b) 20-25year c) 25-28year d) 28-above

4. Education qualification
a) 12th b) Graduate c) post graduate d) other

5. Occupation
a) private employee b) government employee c) self employed d)
student

6. Income
a) below 10k b) 10k-20k c) 20k-40k d) more than 40k

7. Do you use online shopping app

a) Yes b) no

8. Which app do you use the most

a) Flipkart b) Meesho c) both d) other

9. Which app gives you more offers or price discount

a) Flipkart b) Meesho c) both d) other

10. Which app features make it easier for you to understand

a) Flipkart b) Meesho c) both d) other

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1.Which app privacy and security do you find more safe
b) flipkart b) Meesho c) both d) other

11. Which app customer care service did you like

a) flipkart b) meesho c) both d) other

12. Which app refundable policy is more suitable for you

a) Flipkart b) Meesho c) both d) other

13. Which app keeps giving you new updates according to the season
a) Flipkart b) Meesho c) both d) other

14. Which app gives more offers during festivals time

a) Flipkart b) Meesho c) both d) other

15. Which app delivery timing is faster during festival time

a) Flipkart b) Meesho c) both d) other

16. Where do you find fake products and empty boxes?

a) Flipkart b) Meesho c) both d) other

17. Do you get remainder call for order confirmation

a) Flipkart b) Meesho c) both d) other

18. Which app would you like to give more rating

a) Flipkart b) Meesho c) both d) other

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