Introduction :

Online shopping is the new trend in marketing system. In India it is used to refer the computer
based shopping. Over the past few years, online shopping has increased the percentage of online
buyer’s . Online shopping is the new example of business revolution. As technology became
more advanced, the percentage of merchants and traders increased with their goods and services.
Everybody wants to expand their business nationally as well as internationally. Online trade
makes it possible and connects the various dealers and customers within very less time.

Online shopping has brought a greater revolution in the retailing world. Because of online
shopping consumer can directly buy goods and services etc. from a seller without an
intermediary over the internet. Internet is changing the way of customers buying and shopping
behaviour. Recently many online shopping application are opened in order to encourage the
shopping habits of the people especially younger generation, and in turn empowering them to
leverage benefits like product options and choices, saving time, 24X7 availability, fast service,
price and selection, comparison and easy mode of payment. Some of the famous online shopping
websites are Flipkart , Amazon, e-bay shop, Myntra, Snapdeal.

Objectives :
►To study the customer awareness and satisfaction towards Flipkart shopping.

►To analyze the problems faced by the customers of Flipkart.

Research Methodology:
This research paper is principally based on primary data as well as secondary data. The primary
data has been collected by making use of structured questionnaire. The questionnaire consists of
multiple choice questions and the respondents are asked to choose the one among them.
Convenient sampling 50 peoples opinion have been selected and the secondary data are collected
from various websites.
Questions :
1. Are you aware of Flipkart online shopping ?
□Yes
□No

2. If ʻYesʼ from which source?

□Social media
□Friends
□Word of mouth

3. Have you purchased any product from Flipkart ?

□Yes
□No

4. Since how many years you are using Flipkart ?

□Less than one year
□More than one year
□More than one year less than three years
□More than three years
□Not using

5. What are the main reason that you preferred Flipkart for shopping ?
□Less price
□Discount / Offers
□Fast delivery
□Good quality
□ Other

6. What is the mode of payment you usually preferred the most ?

□Credit card
□Debit card
□Cash on delivery
□Net banking

7. Have you faced any problem while doing Flipkart shopping ?

□Yes
□No
 8. If ʻYesʼ what kind of problem you have faced?

□Delay in delivery
□Cheap quality of a product
□Product damage

9. Are you satisfied with the services of Flipkart ?

□Yes
□No

10. If Yes what uniqueness in service of Flipkart which satisfied you as compared to
shopping application ?

□Quality of product
□Reasonable price
□Fast delivery
□Exchange policy
□Variety of product

11. As compared to any other shopping application Flipkart should pay more
attention on what ?
□Quick delivery
□Quality of the product
□Price
□Other
Abstract:
Online shopping is the new trend in the marketing system. Over the past few years online
shopping has increased the percentage of online buyers. There are number of various websites
like Amazon, Flipkart, Snapdeal, e-bay, Myntra etc are available for online shopping and they
are playing an important role in fulfilling the needs of the customers. Flipkart is one among
them and it is ranked as first preferred online shopping application. Customers are more dynamic
in nature, their needs and preferences can be change from time to time. The development of
online shopping sites mainly depends on the customers awareness and satisfaction. Online
shopping has many advantages like global reach, wide variety of products , less price, 24X7
timings etc. The needs of the online customers are change day by day . In this context , the
present study is undertaken to analyze the customers level of awareness and satisfaction towards
Flipkart. For the purpose of study both primary as well as secondary data are used. This research
identified that the respondents are aware of Flipkart online shopping, and most of the
respondents are aware of Flipkart through social media. And the respondents are satisfied with
the reasonable price, variety of product, discount and offers of the Flipkart online shopping. But
they are facing problems in relation to timely delivery and quality of the product .

Keywords : Flipkart shopping, customer satisfaction towards Flipkart , Online shopping,

Customer awareness.
Data analysis and Interpretation:
The survey result are as follows :

Variables Particulars Respondents Percentage ( % )

Male 17 34
Gender
Female 33 66

N= 50 100

Below 30 2 4
20 to 30 48 96
Age
Above 30 - -
50 100
N=
SSLC 1 2

PUC - -

Qualification UG 11 22

PG 38 76
Other - -

N= 50 100

Student 44 88
Occupation
Salaried employee 6 12

N= 50 100
A STUDY ON CUSTOMER AWARENESS AND SATISFACTION
TOWARDS FLIPKART ONLINE SHOPPING

Authors
Divyashree

186843527

&

Laxmi .s. Ullagaddi

186843543

Previous M.COM ʻA ʼ

Department of PG studies in Commerce,

University College Hampankatta,

Mangalore.

Email : divya97shree@gmail.com

laxmiulla331@gmail.com
 1. Awareness about Flipkart online shopping .

Scale No. of respondents Percentage

Yes 50 100
No - -
N= 50 100
Above table reveals that respondents are aware of Flipkart online shopping.

2. Influenced factor.

Scale Respondents Percentage

Social media 35 70
Friends 10 20
Words of mouth 5 10
N= 50 100
Above table reveals that 70% of respondents are aware of Flipkart shopping through
Social media.

3. Purchasing of product from Flipkart.

Scale Respondents Percentage

Yes 47 94
No 3 6
N= 50 100
Above table reveals that 94% of respondents are purchased product from Flipkart.

4. Usage period of Flipkart shopping.

Scale Respondents Percentage

Less than one year 13 26
More than one year 9 18
More than one year less 13 26
than three years
More than three years 14 28
Not using 1 2
N= 50 100
Above table reveals that 28% of respondents are using Flipkart for shopping more than
three years .
 5. Reasons for preferring Flipkart.

Scale Respondents Percentage

Less and reasonable price 17 34
Discounts and offers 16 32
Good quality 4 8
Variety of product 10 20
Reliable brands and 2 4
reviews
N= 50 100
Above table reveals that 34% of respondents are prefer Flipkart because of reasonable price.

6. Mode of payment.

Scale Respondents Percentage

Credit card 3 6
Debit card 13 26
Cash on delivery 34 68
N= 50 100
Above table reveals that 68% of respondents are prefer cash on delivery to make payment.

7. Problems while doing Fipkart shopping.

Scale Respondents Percentage

Yes 23 46
No 27 54
N= 50 100
Above table reveals that 54% of respondents have not faced any problem while doing
Flipkart shopping.

8. Kinds of problem the respondents are faced.

Scale Respondents Percentage

Delay in delivery 16 32
Cheap quality of products 22 44
Product damage 12 24
N= 50 100
Above table reveals that 44% of respondents are faced problem in relating to quality of the
product.
9. Satisfaction towards services of Flipkart.

Scale Respondents Percentage

Yes 40 80
No 10 20
N= 50 100
Above table reveals that 80% of respondents are satisfied with the services of Fipkart .

10. Uniqueness in service of Flipkart, that satisfied the respondent as compared to

other.

Scale Respondents Percentage

Quality of the product 7 14
Reasonable price 12 24
Fast delivery 7 14
Exchange policy 9 18
Variety of product 15 30
N= 50 100
Above table reveals that 30% of respondents are satisfied with the variety of product,
that are available in Flipkart shopping as compared to other.

11. As compared to other shopping application, Flipkart should pay more attention
on.

Scale Respondents Percentage

Quick delivery 17 34
Quality of the product 25 50
Price 6 12
Examine the product 2 4
source
N= 50 100
Above table reveals that 50% of respondents thinks that Flipkart should pay more
attention on quality of the product as compared to other shopping application.
Findings:
From our study we found that

 Majority of the respondents are female.

 Majority of the respondents fall in the age group of 20 to 30 years.
 76% of the respondents are post graduated.
 88% of the respondents are students.
 All respondents (50) are aware of Flipkart online shopping
 70% of the respondents are aware of Flipkart shopping through Social Media.
 94% of the respondents are use to buy product from Flipkart.
 Majority of the respondents are using Flipkart more than three years for
shopping.
 34% of the respondents are prefer Flipkart because of reasonable price.
 68% of the respondents are prefer cash on delivery to make payment.
 54% of the respondents are not faced any problem while doing Flipkart online
shopping.
 44% of the respondents are faced problem relating to quality of the product.
 80% of the respondents are satisfied with the services of Flipkart.
 30% of the respondents are satisfied with the variety of product, that are
available in Flipkart as compared to other shopping application.
 50% of the respondents thinks that Flipkart should pay more attention on quality
of the product as compared to other shopping application.

Limitation :
 There may be chance of bias in the information given by the respondents.
 The study is taking into consideration awareness and satisfaction towards Flipkart only.
 This study is based on only 50 samples.

Suggestions :
Based on the findings of the study and opinion given by the customers at the time of data
collection, a few measures have been suggested to improve the level of satisfaction on Flipkart
shopping.
  Reasonable price, varieties of product, discounts and offers are the various attributes
which influence’s the customers while purchasing through online. So it would be better if
Flipkart concentrate more on these attributes.
 The products are not qualitative one, customers are getting cheap quality product. So
Flipkart should take necessary measures to overcome this problem.
 Good customer service provides positive shopping expression to the customers. It will
help to increase the sales volume and retain the customers.
 Flipkart should concentrate towards timely delivery of the product.

Conclusion :
Online shopping has many advantages like global reach, wide variety of products , less price,
24X7 timings etc. The needs of the online customers are change day by day . In this context ,
the present study is undertaken to analyze the customers level of awareness and satisfaction
towards Flipkart online shopping. This research identified that the respondents are aware of
Flipkart online shopping, and most of the respondents are aware of Flipkart through social
media. And the respondents are satisfied with the reasonable price, variety of product, discount
and offers of the Flipkart online shopping. But they are facing problems in relation to timely
delivery and quality of the product .
Reference :
 https://zenodo.org/record/838427
 https://www.researchgate.net/publication/322916733_A_STUDY_ON_CUSTOM
ER_SATISFACTION_TOWARDS_FLIPKART