Chapter one

INTRODUCTION
 Flipkart is an Indian Electronic Commerce Company based in Bangalore,
India
 It was founded by the Sachin Bansal and Binny Bansal in 2007
 The company initially focused on book sales, before expanding into other
products categories such as consumer electronics, fashion, and lifestyle
product
 It as 30000 employees working with them
 On 6th October 2014, In honour of company anniversary, Flipkart started
“BIG BILLION DAY”
 It sold US$100 million worth of goods in 10 hours
 As of now, the company offers more than 80 million products spread across
more than 80 categories such as mobile phones & accessories, computers
and accessories, laptops, books and e-books, home appliances, electronic
goods, clothes and sports and fitness, baby care, games and toys,
jewellery, footwear, etc.
 Flipkart has 100 million registered users and more than 100 thousand sellers
on its e-commerce platform.
 The company has invested in 21 state-of-the-art warehouses to ensure
prompt delivery to its customers.
 The Flipkart website attracts 10 million page hits every day and around 8
million shipments are processed every month.
 Flipkart has also introduced its mobile app, which has become quite popular,
with more than 50 million app users.
 Flipkart also owns phone pe, a mobile payment service based on unified
payments interface (UPI)
 Sachin Bansal was awarded entrepreneur of the year 2012-2013
 In September 2015, the two founders entered Forbes India rich list
debuting at the 86th position with a
 10022
 net worth of $1.3 billion each
 On may 2018, Walmart official announced that acquire 77% of controlling
stake in Flipkart for US$16 billion.

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 Chapter two
Review of literature:

In his public address, Flip-kart founder Sachin- Bansal said that they got a billion hits on their
site today and achieved 24-hour sales target of $100 minutes (~₹600 crores) in sales in just 10
hours. On the Big Billion Day, Flip-kart aimed to do a business of ₹ 1 billion in one day.
They achieved 6 times their stated target.

For them, it is not important if you don't want to buy anything right now. But the very fact
that your mind is now etched to the word "Flip-kart". There is a high possibility that your
future online shopping would be through Flip-kart. They will then serve you very well and
you'll have a good experience and you will be willing to try again and thus, you become a
loyal customer for them.

As we observe name Flip-kart Big Billion day Sale it mean that Big Sale will be Held. And
Flip-kart is going to offer Huge Discount's Among Mobiles, T.v, Home Appliances,
Decorative Item's, Clothing, Etc. All are Interested to buy during Flip-kart Big Billion Day
Sale.

Here is Some Information regarding Flip-kart Big Billion day Sale 2018:

“Flip-kart Big Billion Day - 95% Off BBD Sale 2018, 10% Cashback Extra”

Statement of problem:
“This study attempts to understand the customer perception towards Quality,
offers, discounts, user friendly and security on Flipkart Big Billion Day”

Objectives:
 To understand popularity of Flipkart Big Billion Day among people.
 To compare the usage of Flipkart Big Billions Day between gender.
 To find out the most popular segment on Big Billions Day.
 To analyse the various impact for using Flipkart Big Billion Day.

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 Scope of the study:

 Industry: e commerce
 Place: Bangalore (residents of mathikere)
 Duration:1 month
 Product: all products
 Company: flip-kart

Hypothesis:

A) Independent variable: income level

Dependent variable: satisfaction

H0: Income level does not impact on the satisfaction level of customer on Flip-kart big billions
day.

H1: income level does impact on the satisfaction level of customer on Flip-kart big billions
day.

B)Dependent variable: important thing while shopping

Independent variable: age

H0:age does not influence on the things which is more important on shopping

H1:age influence on the things which is more important on shopping

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 Research methodology:

 Research method: Applied research

 Research design: Descriptive research design(a researcher is solely interested in
describing the situation)
 Sampling procedure: Target population(customers who have an account of flip-kart
and shopping in flip-kart big billion day sales)
 Sample age group 18-40
 Sampling method: probability sampling

Data collection:
Secondary data sources: newspapers, magazines, flip-kart website.
Primary data sources: Primary data includes information collected through questionnaire
based on perception of customers towards flip kart big billion day sales in Bangalore.

Limitations of the study :

 The study restricted customers only using flip kart during flip kart big billion day sales
 The study don’t cover who are not using flip kart
 The data collection is limited to Bangalore
 The study compose only age group between 18-40

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 Chapter three
DATA ANALYSIS
1) GENDER OF RESPONDENT
TABLE 3.1 :GENDER

Count Column N %
respondent gender Male 29 58.0%
Female 21 42.0%
Total 50 100.0%

Interpretation:
From the above table, we can see that 29 respondents(58%) are male and 21 respondents
(42%)are female
Inference:
It can be observed that majority of the responses from men as compared with women
2) AGE OF RESPONDENT
TABLE 3.2: AGE

Count Column N %
respondent age 20-29 50 100.0%
30-39 0 0.0%
40-49 0 0.0%
50+ 0 0.0%
Total 50 100.0%

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Interpretation:
It seen form the above table that 50 respondents are between in 20-29 years, 0
respondent are between in 30-39 years, 0 respondents between 40-49 years, 0 respondent are
50+ years old.
Inference:
It is seen from the table that majority of the respondents were between the age group of 20
and 29. This result is not surprising, as a majority of traditional college students are between
these ages.
3) OCCUPATION
TABLE 3.3 OCCUPATION

Count Column N %
respondent occupation Student 50 100.0%
Employee 0 0.0%
Entrepreneur 0 0.0%
Retired 0 0.0%
Others 0 0.0%
Total 50 100.0%

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Interpretation:
It seen form the above table that 50 respondents are between in students, 0 respondent
are between in employees, 0 respondents between entrepreneur, 0 respondent are retired.
Inference:
It can be observed that majority of the responses from students as compare with other
occupations
4) INCOME LEVEL
TABLE 3.4: INCOME LEVEL

Count Column N %
respondent income level 0-25000 49 98.0%
25001-50000 0 0.0%
50001-75000 0 0.0%
75001&above 1 2.0%
Total 50 100.0%

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Interpretation:
It seen form the above table that 48 respondents are between in 0-25000, 0 respondent are
between in 25001-50000, 0 respondents between 50001-75000, 2 respondent are
75001&abov e.
Inference:
It can be observed that majority of the responses from 0-25000 as compare with other.

5) ONLINE SHOPPING
TABLE 3.5: ONLINE SHOPPING
Count Column N %
respondent shopped in Yes 50 100.0%
online No 0 0.0%
Total 50 100.0%

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Interpretation:
From the above table, we can see that 50 respondents(100%) are have shopped
in flipkart and 0 respondents (00%)are not shopped in flipkart
Inference:
It can be observed that majority of the responses are shopped in flipkart

6)FILPKART ACCOUNT
TABLE 3.6: FLIPKART ACCOUNT

Count Column N %
respondent have flipkart Yes 47 94.0%
account No 3 6.0%
Total 50 100.0%

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Interpretation:
From the above table, we can see that 47 respondents(94%) are have flipkart
account and 3 respondents (06%)are not having flipkart account
Inference:
It can be observed that majority of the responses are using flipkart accounts

7)Do ever shopped in flipkart big billions day

TABLE 3.7: BIG BILLIONS DAY SHOPPING

Count Column N %
Respondent shopped in Yes 35 70.0%
flipkart big billions day No 11 22.0%
Maybe 4 8.0%
Total 50 100.0%

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Interpretation:
From the above table, we can see that 35 respondents (70%) are have shopped
in flipkart big billions day and 11 respondents (22%) are never shopped in flipkart big billion
day, 4 respondents (8%) have either shopped in flipkart big billions day
Inference:
It can be observed that majority of the responses are shopped in flipkart big billions day.

8)Reasons to shop in flipkart

TABLE 3.8: REASONS FOR SHOPPING
Count Column N %
respondent reasons to Convenience 13 26.0%
choose flipkart Popularity 6 12.0%
Offers 17 34.0%
Quality 4 8.0%
low price 9 18.0%
Other 1 2.0%
Total 50 100.0%

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Interpretation:
It seen form the above table that 13 respondents (26%)are convenience, 6
respondent(12%) are popularity, 17 respondents(34%) are offers, 4 respondent (8%)are
quality, 9 respondents(18%) are low price, 1 respondent (2%) are others.
Inference:
It is seen from the table that majority of the respondents were using flipkart because of offers,
2nd majority using flipkart for convenience, 3rd majority using flipkart because of popularity.
9) Source network you use for usage of flipkart

TABLE 3.9: NETWORK USED FOR FLIPKART

Count Column N %
respondent use internal via mobile network 39 78.0%
source for flipkart account via wifi 3 6.0%
via hotspot 0 0.0%
via dongle 0 0.0%
all the above 8 16.0%
Total 50 100.0%

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Interpretation:
It seen form the above table that 39 respondents(78%) are using flipkart
account by mobile network, 3 respondent (6%)are using by WIFI, 8 respondents (16%) by all
sources .

INFERENCE:
It is seen from the table that majority of the respondents were using flipkart by the help of
mobile network, 2nd best is WIFI , some of them use flipkart by all sources available

10)Amount spent on flipkart

TABLE 3.10: AMOUNT SPENT
Count Column N %
respondent pay for shopping 0-2000 39 78.0%
in flipkart per month 2000-4000 7 14.0%
4000-6000 2 4.0%
6000-8000 1 2.0%
8000&above 1 2.0%
Total 50 100.0%

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INTERPRETATION:
From the above table we can observe that 39 of the respondents (78%) spending 0-2000
rupees of amount for shopping on big billions day, 7 Respondents(14%) at the range of 2000-
4000rupees,2 of respondents(4%) at the range of 4000-6000rupees,1 respondent (2%) at the
range of 6000-8000 rupees,1 respondent (2%) at the range of 8000 rupees and above
spending amount for shopping in flipkart on big billions day

INFERENCE:
From the above interpretation we can see that majority of the respondent paying for online
shopping in flipkart on big billions day at the range of 0-2000 rupees.

11)products you want to buy frequently in flipkart

TABLE 3.11: FREQUENTLY BUYING PRODUCTS

Count Column N %
respondent prefer product on Electronics 25 50.0%
flipkart big billion day Fashion 18 36.0%
home and furniture 1 2.0%
tv and applications 1 2.0%
life style 4 8.0%
Books 1 2.0%
Others 0 0.0%
Total 50 100.0%

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INTERPRETATION:
From the above table we can see that of 25 respondents(50% ) prefer buying electronic goods
in flipkart on big billions day, 18 of respondents(36%) prefer to buy Fashions,1 respondent
(2%) prefer to buy home and furniture,1 of respondent(2%) prefer to buy Tv and applications
,4 of respondents(8%) buy life style dress and 1of respondent (2%) prefer to buy books

INFERENCE:
From the above interpretation we can see that majority (50%) of the respondents are prefer to
buy electronics goods in flipkart on big billions day.

12)quality of products that you buy in flipkart

TABLE 3.12: QUALITY OF A PRODUCTS

Count Column N %
respondent perception very poor 0 0.0%
about quality of product on Poor 8 16.0%
that day Neutral 19 38.0%
Good 15 30.0%
very good 8 16.0%
Total 50 100.0%

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INTERPRETATION:
From the above table we can see that 8 of the respondents(16%) have the opinion of the
product of the flipkart have the poor quality,19 respondents(38%) have the neutral opinion
about the quality of products, 15 of the respondents(30% ) have the good opinion on quality
of flipkart products, 8 respondents(16%) have very good opinion on the flipkart products.

INFERENCE:
From the Interpretation we can observe that Majority ( 38%) of the respondent have the
neutral opinion about the quality of products

13)mode of payment
TABLE 3.13: MODE OF PAYMENT
Count Column N %
respondent choose modeof cash on delivery 27 54.0%
payment on that day debit card 15 30.0%
credit card 3 6.0%
net banking 5 10.0%
Other 0 0.0%
Total 50 100.0%

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INTERPRETATION:
From the above table we can observe that 27 respondents(54% ) prefer mode of the payment
as cash on delivery method, 15 respondents(30% ) prefer mode of the payment as Debit card
payment method, 3 respondents(6%) prefer mode of the payment as credit card payment
method,5 respondents(10%) prefer mode of the payment as net banking payment method.

INFERENCE:
From the above interpretation we can observe that Majority( 54%) of the respondents prefer
mode of the payment as cash on delivery method.

14)important while shopping

TABLE 3.14: IMPORTANCE IN SHOPPING
Count Column N %
respondent give most Price 11 22.0%
important while shopping Quality 26 52.0%
Offers 8 16.0%
Security 2 4.0%
discounts 3 6.0%
Others 0 0.0%
Total 50 100.0%

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INTERPRATION:
From the above table we can see that 11 respondents(22%) will give importance for price
while shopping,26 respondents(52%) will give importance for Quality of products while
shopping, 8 respondents(16%) will give importance for offers given to the products while
shopping, 2 respondents(4% ) will give importance for security of products while shopping,3
respondents(6%) will give importance for Discounts of products while shopping

INFERENCE:
From the above interpretation we can observe that majority of the respondents (52%) will
give importance for quality of a product while shopping.

15)satisfaction
TABLE 3.15: SATISFACTION LEVEL
Count Column N %
respondent satisfaction level very unsatisfied 0 0.0%
on big billions day Unsatisfied 4 8.0%
Neutral 24 48.0%
Satisfied 19 38.0%
very satisfied 3 6.0%
Total 50 100.0%

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INTERPRETATION:
From the above table we can observe that 4 respondents(6%) are very satisfied by flipkart
products,24 respondents(48%) are satisfied by flip kart products,19 respondents(38%) are
neither nor unsatisfied by flipkart products, 38% of the respondents are unsatisfied by flipkart
products.

INFERENCE:
From the above interpretation we can see that Majority of the respondents(48%) were
Neither satisfied nor dissatisfied by flipkart products on Big Billions day.

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 Chi square test:
A)Independent variable: income level

Dependent variable: satisfaction

H0: Income level does not impact on the satisfaction level of customer on Flipkart big billions
day.

H1: income level does impact on the satisfaction level of customer on Flipkart big billions
day.

Data analysis:
Chi square test:
Asymptotic
Significance
Value Df (2-sided)
Pearson Chi-Square 1.105a 3 .776
Likelihood Ratio 1.490 3 .685
Linear-by-Linear .337 1 .562
Association

N of Valid Cases 50

Here p value =0.776,alpha value=0.05 this value is get by analysis through spss by using chi-
square test.
Conclusion: here p value =0.776,alpha value =0.05 here p value>alpha value so we accept
null hypothesis at level of significance 5%.here 0.776>0.05 so income level does not impact
on the satisfaction level of customer on flipkart big billions day.

B)Dependent variable: important thing while shopping

Independent variable: age

H0: age does not influence on the things which is more important on shopping

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H1: age influence on the things which is more important on shopping

Data analysis:

Chi-Square Tests:
Asymptotic
Significance
Value Df (2-sided)
Pearson Chi-Square 3.413a 4 .491
Likelihood Ratio 4.185 4 .382
Linear-by-Linear .003 1 .956
Association
N of Valid Cases 50

Here p value =0.491,alpha value=0.05

Conclusion: p value =0.491,alpha value=0.05 here p value is greater than alpha value so we
accepted null hypothesis at level of significance 5%.here 0.491>0.05 so age does not influence
on the things which is more important on shopping. The important things are while shopping
price, quality, offers, security, discounts, others etc these does not impact on age of the
respondent.

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 Findings:

In our research we found that most of males are preferring to buy flipkart’s big billion day.
We found that most of customers are preferring to purchase few things which are expensive,
On flipkart’s big billion day .so for them it is one day or two days late delivery does not matter
because they waited few days to buy that product. Everyone wants to buy on same time so
user interface is not so good as it as daily . so they are ready to face that also. Some of the
products are going out of stock in few minutes only because for the demand of that product
among the customers. Most of the customers prefer to shop electronics on the big billions
day

Suggestions:

a. We can suggest from our research that most of the customers are not satisfied with
collaboration with banks because it is restricted to particular banks only.so instead of
that they can provide loyalty card to most used customers for easy access on big billion
day
b. On flipkart big billions day the server becoming a problem to the customers because on
that particular day they will be the no of users who want to shop in flipkart. Customers
expecting the better server on that day
c. Customers want more offers on big billion day compare to common days
d. More of brand & trust building is carried out in order to position the positive image on
consumer mind

CONCLUSION:
Due to fast moving lifestyle, online shopping has been growing drastically in india. With
developed internet penetration, increasing adoption of device like smartphones, tablet and
laptop. Youth contributes a considerable proportion of online users between the age group of
20-29 years were mostly attracted toward online shopping of electronic products through
smartphones based on quality and discounts. Cash on delivery is the most preferred payment
method.

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 ANNEXURE
QUESTIONNAIRE
Good day! We are the students of Ramaiah Institute of Management are conducting a survey on
customer satisfaction on overall products and services provided by Flipkart during Big billion day .
Thank you for your valuable time and response.

1. Respondent Name

2. Gender
Mark only one oval.

MALE
FEMALE

3. Age(years)
Mark only one oval.

20-29
30-39
40-49
50+

4. Occupation
Mark only one oval.

Student
Employee
Entrepreneur
Retired

Other:

5. Income level(rupees)
Mark only one oval.

0-25000
25001-50000
50001-75000

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 75001& above

6. Have you ever shopped in online

Mark only one oval.

Yes
No

7. Do u have a Flipkart account

Mark only one oval.

Yes
No

8. If yes, you shopped in Flipkart Big Billion Day

Mark only one oval.

Yes
No
Maybe
9. Main reason that you choose to use flipkart
Mark only one oval.

convenience
popularity
offers Quality
low price

Other:

10. Through which internet source you use flipkart account

Mark only one oval.

via mobile network

via wifi
via hotspot
via dongle all
the above

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11. How much you pay for your shopping in Flipkart per month
Mark only one oval.

0-2000
2000-4000
4000-6000
6000-8000
8000&above

12. Which product you prefer on that special day?

Mark only one oval.

Electronics
Fashion
Home and Funiture
TV and Applications
Lifestyle
books

others

13. Describe Quality of products on that Big Billion Day?

Mark only one oval.

1 2 3 4 5

Very poor Very good

14. Rate the following factors on that Big Billion Day?
Mark only one oval per row.

Least Important Unimportant Neutral Important Most Important

Discounts
Quality Price
Availability

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 15. Which Mode of Payment you prefer to pay?
Mark only one oval.

Cash on Delivery
Debit Card
Credit Card
Net banking

Other:

16. According to you which is more important while shopping?

Mark only one oval.

price Quality
offers
security
discounts

Other:

17. Rate the satisfaction level on Big Billions Day

Mark only one oval.

1 2 3 4 5

Very Unsatisfied Very Satisfied

18. You suggest other to shop in Flipkart Big Billions Day?

Mark only one oval.

Yes
No

19. If No, specify your reason

20. Suggestion (If any) for Flipkart

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