PROJECT WORK SUBMITTED FOR THE MASTERS OF COMMERCE DEGREE

TO
RAMANAND ARYA D. A. V. COLLEGE,
BHANDUP EAST,
MUMBAI
AFFILIATED TO
UNIVERSITY OF MUMBAI,
MUMBAI

University of Mumbai

ON

“A STUDY OF CUSTOMER SATISFACTION OF USING AMAZON AND OTHER

E-COMMERCE SERVICES”
By

JITENDRA CHANDRASHEKHAR KUNCHIKORVE

Roll Number 229, M. Com., Part II, Semester III,

UNDER THE GUIDANCE OF

CA. UDAY SHIVANNA SHETTY

Associate Professor,
Ramanand Arya D. A. V. College, Bhandup East, Mumbai

OCTOBER 2019
 CERTIFICATE FROM STUDENT AND GUIDE

I hereby declare that the project work entitled “A STUDY OF CUSTOMER

SATISFACTION OF USING AMAZON AND OTHER E-COMMERCE SERVICES”
submitted for the M.Com. is my original work. The project work has not formed the basis for the
award of any degree, associateship, fellowship or any other similar titles.

………………………………… ……………………………………

(Name of the M.Com student) (Signature of the M.Com Student)

……………………………………. ...………………………………….

(Name of the Internal Examiner) (Signature of the Internal Examiner)

…………………………………….. ……………………………………

(Name of the External Examiner) (Signature of the External Examiner)

 ACKNOWLEDGEMENT

First and foremost, I would like to thank the “RAMANAND ARYA D. A. V. COLLEGE,
BHANDUP EAST, MUMBAI” for giving me an opportunity to prepare my Project Work on
the topic of “A STUDY ON CUSTOMER SATISFACTION OF USING AMAZON AND
OTHER E-COMMERCE SERVICES”
I express my gratitude towards my College Principal Respected (Dr.) Ajay M. Bhamare, my
Professors Prof. (Dr.) Rajiv R. Khurana, Prof. (Dr.) Madhubala Swami, Prof. (Dr.)
ShushamaPatil, Prof. Uday S. Shetty, Prof. (Dr.) Ravindra N. Naik, Prof. Dipika Bakshi, Prof.
Himanshu Lapashia for their valuable guidance that has helped me to prepare on such an
informative and researchable topic. They have all helped me in completing this Project Work
within the stipulated period. I am also thankfuL CA. UDAY SHIVANNA SHETTY for the
immense help and co-operation in completing my research work. I would like to express my
deep sense of gratitude to my parents, fellow students, library staff and other teaching and
non-teaching staff members of the Ramanand Arya D. A. V. College for their cooperation
and invaluable support.
Finally, it is my foremost duty to thank the respondents, who helped me to complete my
project work without them this project, would not have been possible.

JITENDRA KUNCHIKORVE
(Name of the M. Com. Student)

……………………………………
(Signature of the M. Com. Student)
 ABSTRACT

 A customer satisfaction is the degree of satisfaction provided by goods or services of a

company as measured by the number of customers using the product or services of that
company.

 The importance of this study is to examine the customers satisfaction towards Amazon
And other E-commerce service providers like FLIPKART, SHOPCULES, EKART,
etc, in Mumbai city. Also tried to find out various attributes of Amazon and other E-
commerce service users of Mumbai city towards the online shopping.

 For research study survey was conducted. The data will be collected from respondents
through a schedule containing questions. For this “RANDOM SAMPLING
METHOD” is followed. The samples i.e (sample size 30) were selected who are using
the above mentioned E-commerce services.

 The findings of the study states that the number of customers is using Amazon (21) are
highest among other i.e. Flipkart (8), Shopcules (1), Others (0) as customers can get
services at their door steps.

 The study also states that customers are benefited with additional entertainment
services which has been made available by the respective service providers along with
the basic services such as Special Offers, Huge Discount, Effective After Sales
Services, etc.

 The outcome of the research also states that the customers may attract much to that E-
commerce services which provides effective goods and services to a customers.
 INTRODUCTION

 Recently at present time online shopping or E-tailing is the new trend of shopping in
India that is used to refer to “computer based shopping” or “E-shopping” same like
“Internet banking” or E-banking”.

 Over the past few years, online shopping or E-tailing has increased percentage of online
Buyer’s in India. New concept of the online shopping is a great example of the business
Revolution in India. E-tailing in India is currently experiencing a period of rapid
development.

 E-tailing is a form of E-commerce. In online shopping, buyers(consumers) purchase the

Products like Apparel, Electronic appliances, Footwear, Etc. directly from the E-tailers
By using a web browser.

 An attempt has been made to critically examine the comparison of customer satisfaction
Between various e-tailers and those are Amazon, Flipkart, Shopcules, etc. this big players
mad their own mark in India. A comparative study of customers satisfaction between
Amazon and other E-commerce service providers delivers the information about the
Factor that impacts customer satisfaction to succeed in E-commerce market.
 OBJECTIVES

The objective of the study is to know the comparative measurement of customer

Perception regarding the services provided by “Amazon” and other E-commerce services
Providers.
i.e. Flipkart, shopcules, etc.

 To identify respondents perception towards Amazon and other E-commerce shopping.

 To investigate the major factors that impact customer satisfaction towards Amazon and
Other E-commerce services.

 To compare the customer satisfaction level between Amazon and other E-commerce sevice
Providers customers.

 To determine the aspects of online shopping providers which satisfies the customers

 To know how consumers are evaluating e-commerce sites for their purchases.

 To find out new opportunities and to success in these procedures.

 To understand the work flow of Amazon and other e-commerce service providers in India.

 To analyze the problem faced by the customers of Amazon and other E-commerce service

Providers.

 To find out benefits available online buying through Amazon and other E-commerce
Services Providers.
 HYPOTHESIS

1) Null Hypothesis (H0): -

The customers using Amazon E-commerce Services does not want to change their service
providers to Flipkart, Shopclues and other e-commerce service providers.

Wants to change Does Not Wants to

Flipkart Shopclues Others change
18 0 0 3

From the above table, out of the 21-customer using Amazon E-commerece service,3 customers
do not want to switch to some other e-commerce service provider as they are satisfied with
Amazon services.While 18 customer wants to switch to some other e-commerce service
provider as Flipkart (18), Shopclues (0) and Others (0) as they are not satisfied with the
Amazon E-commerce services. So, the Hypothesis H0 is proven wrong.

2) Alternate Hypothesis (H1): -

The customers using Flipkart and other E-commerce Services does not want to change their
service providers to Amazon e-commerce service provider.

Wants To Change Does Not Want To

Amazon Shopclues Others Change
9 0 0 0

From the above table, out of the 9-customers using Flipkart and Other E-commerce services, all
of them are not satisfied with their respective e-commerce service provider. While all 9-
customers wants to switch to Amazon E-commerce service provider. As they are not satisfied
with their current e-commerce services. So, the Hypothesis H1 is proven wrong.
 IMPORTANCE

 To know the customer satisfaction and the services done by the Amazon and others to
Capture the customers.

 And to determine the offers and discounts issued by the Amazon and others to attract the
Customers.

 And to know the preference level of the customers towards Amazon and other E-commerce
Service providers.

 The present study is mainly focusing on the awareness, satisfaction level and problems
faced by of respondents. Hence the results of the study will definitely be useful to the
customers who prefer online shopping.
 SCOPE

 The aim of the study is to study is to know about the customer satisfaction.

 This study is to know how much the customer satisfaction with the product offered
by Amazon and by other e-commerce service providers.

 Customer satisfaction towards, offers, discounts, replacement, interest and trust will be
the main study of this project.

 This study deals with the customers’ perceptions towards the following aspects of online
shopping and how the presence or lack of these aspects in an online shopping
environment affects customer satisfaction.

 Product categories that customers purchase online ,

 Quality & availability of the product Mode and Speed of delivery of the
product,
 Product price / Offers provided for online shoppers,
 Payment options available for the customers,
 Shipping, Return and Exchange policies,
 Features of the shopping website such as :-
 Design,
 Information provided,
 Accessibility,
 Ease of use.
 COMPANY PROFILE

 AMAZON :-

 Amazon is an American electronic commerce and cloud computing company based

in Seattle, Washington that was founded by Jeff Bezos on July 5, 1994. It has
separate retail websites for the United States, the United Kingdom and Ireland,
France, Canada, Germany, Italy, Spain, Netherlands, Australia, Brazil, Japan, China,
India, and Mexico.

 Amazon.com's product lines available at its website include books, DVDs, music
CDs, videotapes and software, apparel, baby products, customer electronics, beauty
products, gourmet food, groceries, health and personal-care items, industrial &
scientific supplies, kitchen items, jewelry, watches, lawn and garden items, musical
instruments, sporting goods, tools, automotive items and toys & games.

 It is one of the leading and reputed online e-commerce platforms acknowledged at a

wide scale all over the country.

 Amazon India launched its operations in June 2013. Amazon targets the middle
class & upper class people who have hands on experience in technology but don’t
have much time to do shopping from the physical outlets. In India Amazon has
become the much faster growing e-commerce company as compared to others.
 Company’s CRM records data on customer’s buying behavior. It enables them
to offer individual items, related items or bundle them as an offer, based upon
preferences demonstrated through purchases or items visited.
 AMAZON also started “AMAZON PRIME” and “AMAZON PAY”

 AMAZON PRIME :-
Amazon Prime is a paid subscription service offered by Amazon that gives users
access to services that would otherwise be unavailable, or cost extra, to the typical
Amazon customer. This includes free two-day delivery, streaming music and video,
and other benefits. In April 2018, Amazon reported that Prime had more than 100
million subscribers worldwide. Prime's ability to drive customer spend is often
compared to Costco's membership program.

AMAZON PRIME

Type of site Subscription service

Founded 2 February 2005; 14 years ago

Area served International

Owner Amazon.com

Industry Internet

Revenue $14.17 billion (2018)[2]

Website amazon.com/prime (US)

Registration Required

Users 100 million[1]

Current status Active

 AMAZON PAY :-

Amazon Pay is an online payments processing service that is owned by Amazon.

Launched in 2007, Amazon Pay uses the consumer base of Amazon.com and focuses on
giving users the option to pay with their Amazon accounts on external merchant websites.
As of January 2019 the service is available -
in Austria, Belgium, Cyprus, Germany, Denmark, Spain, France, Hungary, Luxembourg,
Republic of Ireland, India, Italy, Japan, Netherlands, Portugal, Sweden, United
Kingdom, United States.
Amazon Pay provides the option to purchase goods and services from websites and
mobile apps using the addresses and payment methods stored in the Amazon account,
such as credit cards or a direct debit bank account.

Type of business Subsidiary

Available in English

Headquarters Seattle, Washington United States

Parent Amazon

Website pay.amazon.com

Commercial Yes

Registration Free

Current status Active

 FLIPKART, SHOPCULES, OTHERS :-

 Flipkart is an electronic commerce company was founded in October 2007 by Sachin

Bansal and Binny Bansal and headquartered in Bengaluru, India. It is a reputed and one of
the esteemed e-commerce platforms used simply to access all over the world. flipkart.com’s
product line are available at its websites include all electronics, appliances, anything related to
men and women, baby and kids wear, home and furniture, books and more, it is the best
platform to seek for.

 Flipkart was originally started as an online book store in October 2007. To start
Flipkart, the founders Sachin Bansal and Binny Bansal left their jobs at Amazon and
took a huge risk to start a venture of their own. When the founders thought of starting
Flipkart as a company the market at that time was not so much vibrant and was not
adapted to the e-Commerce sector that much.

 ShopClues is an online marketplace owned by Clues Network Pvt.Ltd. It was

established in July 2011 in Silicon Valley by Sanjay Sethi, Sandeep Aggarwal
and Radhika Aggrawal. Based in Gurgaon, India,the company claims to have over 6
lakh merchants and 2.8 crore products on its platform, serving over 32,000 pincodes
across the country.
 it is an e-commerce site. Unfortunately the site has been not been able to catch up with
e-commerce businesses like Flipkart and Amazon.The site has had a number of
complaints both from customers and from other businesses claiming that the site is
selling fake products.

 Further there are many other e-tailers in the online market such as Ekart, Myntra,
Ebay, Etc.
 THE PROBLEM

 A research problem in general refers to some problem difficulty which a researcher

experiences in context of either a theoretical or practical situation and wants to find the
solution for the same.

 In these Era of competition and advancement in the technology the retail sector is
growing at a fast pace. Every company or firm are trying to provide their customers with
best services. For these purpose I am preparing a research report on “A study of
customers satisfaction towards Amazon and other E-commerce services”

 This report helps to know about the customer’s opinion towards the product quality,
customer’s behavior for purchasing the product.

 The various problems of the survey are:-

 to find out whether the customer are satisfied or not.

 To find their level of satisfaction

 To find out what they feel about the services provided by the e-commerce company.

 To enhance and attract online customer it is very important to know about their behavior
and understand what they require and need. Since online shopping is the new medium of
shopping with new demands of consumers. All customers have their own desires and
demands for products so that it is very crucial for all online retailers to identify and know
about their online consumers.

 It is important to know about the satisfaction level of the respondents while using Amazon
and other E-commerce services and problems faced by the respondents through their past
experience and present satisfaction level. Being now online shopping has became trendy
option to purchase products. And so there prevails much competition also, every seller and
buyer has different ideas, opinion on different websites and different products.
 Basic Problems faced by customers related to online shopping as below:-

 Receiving wrong products:-Many a times the product received are not of the same quality
as promised customer has this fear since many of them wrong products or those are unfit to
their expectations.

 Damaging products in transit:-This happens usually, in long distances, product gets

damaged in the way and then customer fails to avail its benefits. They are totally at loss
then.

 Delay in delivery of products:-Companies located at far of distance tend to more delivery

time. This is another feature due to which customer are not satisfied with online shopping.

 And many other problems such as Quality issues, Payment issues, Lack of security, Lack
of information, Additional charges, safety issues, etc.
 LITERATURE REVIEW

For the above stated objectives, a detailed review of literature has been done and the
information collected and utilized for the research works have been presented below;

 “Kanwal Gurleen”. (2012), “Customers satisfaction towards Online shopping”,

discussed that different options in internet encouraged people to search and eventually
purchase online, because there are more than 100 million internet users in India. People
those who are using internet from 5 to 7 hours a day were found to be adopter of online
shopping. Price consciousness, convenience and variety, easy payment options and
challenges of online shopping are the factors found to be a significant in online
shopping.

 “Ashish Pant”. (2014), “An Online Shopping Change the Traditional Path of
Consumer Purchasing” concluded in his research article that a successful web store is
not the just a good looking website with the dynamic technical features but is also
emphasis on building the relationship with customers with making money. The success
of any e-tailer company in India is depending upon its popularity, its branding image, its
unique & fair policies, and its customer relations etc.

 “Saravanan S” and “Brindha Devi K”. (2015), “A Study on Online Buying

behavior with special reference to Coimbatore city” focused on online shoppers’
preferences and problems on various online shopping marketers. Higher computer
literacy makes internet shopping smarter. Their awareness about the internet also makes
them better positioned to identify and take decision for products and services.
 “Francis Sudhakar K”, “Habeeb Syed”. (2016), “A Comparative study between
Flipkart and Amazon India”, conducted a study to critically examine various
corporate and business level strategies of two big etailers 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. The survey ended with Amazon as the
winner, which satisfied the customer in all the aspects.

 “Abhijit mitra”. (2013), “e-commerce in India-a review”, international journal of

marketing, financial services & management research. Concluded that the e-commerce
has broken the geographical limitations and it is a revolution-commerce will improve
tremendously in next five years in India.
(REFERENCE):- ANVESHANA’S INTERNATIONAL JOURNAL OF RESEARCH
STUDIES; LAW; SOCIAL SCIENCE; JOURNALISM AND MANAGEMENT
PRACTICES.

 “D.k.gangeshwar”. (2013), “e-commerce or internet marketing: a business review

from Indian context”, international journal of u- and e- service, science and technology.
Concluded that the e-commerce has a very bright future in India although security,
privacy and dependency on technology are some of the drawbacks of e-commerce but
still there is a bright future to e-commerce.
(REFERENCE):- ANVESHANA’S INTERNATIONAL JOURNAL OF RESEARCH
STUDIES; LAW; SOCIAL SCIENCE; JOURNALISM AND MANAGEMENT
PRACTICES.
 DATA COLLECTION AND ANALYSIS

Data collection can be collected through primary sources or through secondary

Sources.

 PRIMARY DATA :-

Primary data are those which are collected afresh and for the first time; and thus happen
to be original in character. Primary data was collected from various people and their Opinion
and information for the specific purpose of study helped to run the analysis. The data was
collected through questionnaire to understand their experience and preference towards their
loyal Company.

 SAMPLE SIZE :-
Direct questionnaire method was used to identify the sample for this study 30 sample
from customers.
Thus; “SIMPLE RANDOM SAMPLING METHOD” is followed.

 QUESTIONNAIRE :- 10 Questions are asked relating to the topic of study along

with Name of the Respondent, Address, Age, Sex, etc.
(Questions are displayed at the end of the project.)

 SECONDARY DATA :-

Secondary data; on the other hand; are those which have already been collected by
someone else and which have already been passed through the statistical process. To make
primay data collection more specific; secondary data will help to make it more useful. It
helps to improve the understanding of the problem.
Secondary data was collected from various sources such as different business websites;
published papers; journals; sometimes valuable information is also available on the internet.
  DATA ANALYSIS :-

Q.1 Which E-commerce company do you prefer ?

 Amazon 21

 Flipkart 8

 Shopcules 1

 Others 0

Amazon Flipkart shopcules Others

0%

9% 18%

73%

 Comment :- From the above diagram, it can be seen that 73% of customers using
Amazon are highest as compared to other E-commerce service providers such as Flipkart
(18%), Shopcules (9%) and Others (0%). It clearly explains that Amazon has captured the
market as compared to others. Flipkart who is the competitor of Amazon, comes to the
Second place with 18% customers as Shopcules is in the third place with 9% of customers
using the e-commerce services.
Q.2 How much are you satisfied with the registration process ?

 Below Average 0

 Average 5

 Good 21

 Excellent 4

25

20

15

10

0
below average average good excellent

Series1

 Comment:- The above diagram states that the most of the customers(25) are satisfied
which the registration process of their respective E-commerce service providers. And
some customers(5) are not satisfied with the registration process of their respective E-
commerce service providers.
Q.3 How much are you satisfied with the range of products ?

 Below Average 1

 Average 7

 Good 19

 Excellent 3

25

20

15
Series1
10

0
below average average good

 Comment:- According to the obtain data, the maximum number of customers (22) are
much satisfied with the range of product offered by their respective e-commerce service
providers. Whereas, some customers (8) are less satisfied with the range of product offered
by their respective e-commerce service providers.
 Q.4 Do you find the preferred product at your budgeted price ?

 Yes 6

 No 2

 Sometimes 17

 Always 5

18
16
14
12
10
Series1
8
6
4
2
0
yes no sometimes always

 Comment:- According to the data collected, 17 customers say that they sometimes
face problem while looking for product at their budgeted price. And 5 customers say that they
always find difficulties in looking for product at their budgeted price. Whereas 6 customers
say that they always get product at their budgeted price, and 2 customers say that they do not
get products at their budgeted price. There is not much difference between the customers who
face difficulties to get their preferred product at their budgeted price in the sites of their
respective e-commerce services providers.
Q.5 Which type of Payment Gateway do you prefer to use ?

 Credit/Debit care 5

 Cash on Delivery 25

 UPIN 0

UPIN

CASH ON DELIVERY

CREDIT/DEBIT CARD

0 5 10 15 20 25 30

Series1

 Comment:- From the above obtained information it can be said that most of the
customers (25) like to make payment for their product as on COD basis. Hence some
customers (5) like to make payment for their product through debit or credit card.
According to me, payment through cash will be more safe than making payment through
card or through any other UPIN form.
 Q.6 What is the transition time between Delivery and Procurement of your product ?

 Within 24Hrs 3

 24 – 48Hrs 13

 48-72Hrs 12

 More than 72Hrs 2

within 24hrs 24-48hrs 48-72hrs more than 72hrs

7% 10%

40%
43%

 Comments:- According to the obtained data, 43% of customers get their product
delivered and procured between 24 to 48 hrs. And 40% of customers get their product
delivered and procure between 48 to 72 hrs. Whereas 10% of customer get their product at
their door step with in 24hrs by giving additional charges to their respective services
providers. And 7% of customer get their product delivered for more than 72 hrs due to
some problem incurred during transition.
Q.7 How much are you satisfied with the Quality of Product ?

 Below Average 0

 Average 4

 Good 21

 Excellent 5

below average average good excellent

0%

17% 13%

70%

 Comments:- According to the research, 70% of customers are satisfied by the quality
of product provided by their respective e-commerce service providers. And remaining 30%
of customers are not much satisfied by the quality of product provided by their respective
e-commerce service providers.
Q.8 What ratings would you like to give to your E-commerce service providers ?

 2 Stars 1

 3 Stars 15

 4 Stars 12

 5 Stars 2

5star

4star

Series1
3star

2star

0 5 10 15

 Comment:- From the above diagram, 15 customers would like to give 3 STARS to
their e-commerce service providers. And 12 customers would like to give 4 STARS to
their respective e-commerce service providers. Whereas 2 customers would like to give 5
STARS to their respective e-commerce service providers. And only 1 customer likes to
give 2 STARS to his respective e-commerce service providers.
Q.9 Would you like to switch to some other E-commerce providers ?

 Yes 10

 No 3

 Not Sure 17

not sure

no

yes

0 5 10 15 20

Series1

 Comment:- According to obtained data, 10 customers want to switch to some other

e-commerce service providers. And 3 customers do not want to switch to some other
e-commerce service providers as they are satisfied by their respective e-commerce
services providers. Whereas 17 customers are not sure about whether they want to
change their e-commerce service provider in future or not.
Q.10 In which E-commerce company would you prefer to switch then ?

 Amazon 11

 Flipkart 16

 Shopcules 1

 Others 2

16

14

12

10

8 Series1

0
amazon flipkart shopcules others

 Comment:- The data shows that (16) customers want to change their e-commerce
service providers to Flipkart. (11) customers want to switch their service providers to
Amazon. Only (1) customers wants to change into Shopcules. And remaining (2)
customers want to opt Other e-commerce service providers.
 CONCLUSION

 A Study on online shopping is a new technology that has been created along with the
development of the Internet. The study consisted with the aspects in which customers of
Amazon are satisfied and the Customer satisfactions of the sites. The innovative
thinking of online shopping sites to reach more and more consumers is appreciable.
They increased their network as much as possible with ultimate aim of reaching more
and more customers. Based upon customer’s survey, However, Amazon satisfies the
customer in the aspect of quality of products as compared to others.

 Online shopping is a new technology that has been created along with the development
of the Internet. The study consisted with the aspects in which customers of Flipkart and
Amazon are satisfied and the comparison between the Customer satisfactions of both
the sites. The innovative thinking of both online shopping sites to reach more and more
consumers is appreciable. In this competitive market one has to be lead and rest will
follow. However; customer satisfaction towards Amazon is more as compared to others.

 The study consisted with all the work flow of major e-commerce players in India.
Amazon; Flipkart; Shopcules; etc. How they are performing and how they are running
perfectly in the competitive world has been explained. Further; their innovative thinking
of all online shopping sites to reach more and more customers is appreciable. They
increase their network as much as possible with aim of reaching more and more
customers. Based upon consumer’s survey we got our clear winner and it is a Amazon.
Flipkart is also giving though competition to Amazon. May be it takes some time to
overcome, but definitely they are doing very will in Indian e-commerce market.
 The Research provides information about an overall analysis of a leading ecommerce
platform in India and thereby examines their strategies with respect to E-business and
marketing. The Overall Brand Value of Flipkart is good, but it is facing some tough
competition from its global competitors like EBay and Amazon. But according to this
research paper analysis if talking about domestic market i.e. India, Flipkart is the most
superior E-business portal which is aggressively expanding & planting its roots deep
into the Indian market & at the same time shifting the mindset of the people i.e. from
going & shopping from physical store to online stores, which is magnificent.

 Today internet is the user friendly communication medium and its awareness and usage
level is progressively increasing in all segments of the society. In India most of the
people are used traditional means to buy their online stores and for them it’s going to
take a few years to change. But the categories of people especially the elite group are
using the system. There is a bright future for online stores.
 SUGGESTIONS

Based on the findings the following suggestions were in order to improve the customer
satisfaction and their attitudes of purchasing goods through online.

1. The study reveals that, females are using Amazon. So this leads to concentrate on the
goods and services used by men.

2. Amazon has increased the customer care service to avoid the problem faced by the
respondents.

3. Majority of the people purchase dresses through Amazon. So concentrate on the other
products.

4. Transaction should be safe and security assured to the people.

5. Flipkart and other e-tailers are performing ok but not good enough expect Amazon.
There are so many cases where people felt that packing might have been better than
this. Either it may be big or small / expensive or not product has to be treated with
care. Some of the products mostly apparel’s are turning out with original cover of
supplier, which shows negligence of them. In this issue Amazon made a mark among
us, because whatever the product is their packing will obviously safe and secure.
 LIMITATIONS

 There was so much confidential data of companies that are not exposed.

 Survey was restricted to particular age group because respondents willing to fill are
college students.

 Analysis was done based upon personal opinion of respondents individually, not
from any focus groups or experts.

 The answer to the questionnaire largely depends upon the mind setup of the
respondents.

 Respondent’s opinion may not be free from bais.

 The sample size was limited to 30.

 Many subscribers do not give the exact picture of their opinion.

 BIBLIOGRAPHY AND WEBLIOGRAPHY

 Journals and papers :

(1) “E- commerce challenges: a case study of Flipkart.com versus Amazon. in by Dr Priti
Nigam.
(2) “Prospects of e-commerce in India” by Sharma and Mittal (2009)
(3) “BUSINESS STANDARD” Newspaper.

 Text books :-

 Marketing management by Philip Kotler, Kevin lane Keller, Abraham Koshy and
Mithileshwar Jha.
 Reseach Methodology text book of M.com (sem-5)
 Marketing text book of BMS.

 Websites :-

 www.google.com
 www.amazon.in
 www.flipkart.com
 www.wikipedia.com
 www.shopcules.com
 www.myntra..com
 QUESTIONNAIRE

HUMBLE REQUEST

Dear Mr.Mrs.Ms. .................

I am a student of “RAMANAND ARYA D.A.V COLLEGE, BHANDUP EAST, MUMBAI”

Presently I am pursuing M.com. As a part of the curriculum , I am preparing a research project
work on the topic of “A STUDY OF CUSTOMMER SATISFACTION OF USING AMAZON
AND OTHER E-COMMERCE SERVICES”
I would like to have your valuable feed back for the purpose of my study. I request you to
please spare some time for me. Your honest feedback will go a long way in making my study
fruitfull.
Thank you

JITENDRA KUNCHIKORVE
Signature of the M.Com.Student

QUESTIONNAIRE

Name of the respondent: ..............................................................................................................

Sex: ........... Mobile number: .............................., age: ......................

Address:........................................................................................................................................

Q1. Which E-commerce company do you prefer?

(a) Amazon (b) Flipkart (c) Shopcules (d)Others

Q2. How much are you satisfied with the registration process?

(a) Below Average (b) Average (c) Good (d)Excellent

Q3. How much are you satisfied with the range of products?

(a) Below Average (b) Average (c) Good (d) Excellent

Q4. Do you find the preferred product at your budgeted price?

(a) Yes (b) No (c) Sometimes (d)Always

Q5. Which type of Payment Gateway do you prefer to use?

(a) Credit/Debit card (b) Cash on Delivery (c) UPIN

Q6. What is the transition time between Delivery and Procurement of your product?

(a) Within 24Hrs (b) 24 to 48Hrs (c) 48 to 72Hrs (d) More than 72Hrs

Q7. How much are you Satisfied with the Quality of product?

(a) Below Average (b) Average (c) Good (d) Execllent

Q8. What ratings would you like to give to your E-commerce provider?

(a) 2 Stars (b) 3 Stars (c) 4 Stars (d) 5 Stars

Q.9. Would you like to Switch to some other E-commerce providers?

(a) Yes (b) No (c) Not Sure

Q.10. In which E-commerce company would you prefer to Switch then?

(a) Amazon (b) Flipkart (c) Shopcules (d) Others

......................................
Signature of Respondent.