CHAPTER -1

Amazon
Company Profile:
Amazon.com is an e-commerce company with total annual sales of US $4.106 billion in 2017. The
Company of amazon. Com was started in July of 1994 and it was originally called CADABRA.
Firstly, it was an online bookstore, which at that time was a brand-new concept. The company was
located in Washington State. Its founder, current CEO and chairman of the board as well as
president is Jeff Bezos. In 2013, Amazon was entered in India. In July 2016 Amazon launched its
paid services, such as Amazon kindle, Amazon prime video, Amazon mp3 ETC; 41 warehouses
in India. Market capital =776 $billion Revenue per year= 176$billion Gross profit= 66$billion Net
Income=3$billion

History of the Company:

The company was founded as a result of what Jeff Bezos called his "regret minimization
framework", which described his efforts to fend off any regrets for not participating sooner in the
Internet business boom during that time. In 1994, Bezos left his employment as vice-president of
D. E. Shaw & Co., a Wall Street firm, and moved to Seattle, Washington, where he began to work
on a business plan for what would become Amazon.com.

On July 5, 1994, Bezos initially incorporated the company in Washington State with the name
Cadabra, Inc. He later changed the name to Amazon.com, Inc. a few months later, after a lawyer
misheard its original name as "cadaver". In its early days, the company was operated out of the
garage of Bezos's house on Northeast 28th Street in Bellevue, Washington. In September 1994,
Bezos purchased the domain name relentless.com and briefly considered naming his online store
Relentless, but friends told him the name sounded a bit sinister. The domain is still owned by
Bezos and still redirects to the retailer.

Introduction on Marketing:

Television advertisements reach larger, more audiences in such a short span of time. It attracts
well attention, awareness and provides general information about the brand/products/
services. Now a day’s television is one of the strongest medium of communication which
communicates the information regarding the product or service. The television is a mass media,
which can influence the individual’s behaviour, lifestyle and the living standard by cultural and
regional differences. Many marketers of the big multinational companies to advertise their product
to the general public use by cultural and regional differences. Many marketers of the big
multinational companies to advertise their product to the general public use.

Online shopping is nowadays used everywhere or in every corner of the world, and it’s happening
only because of Internet, customers directly make an order of something they need through online.
The meaning of online shopping is the process of buying goods and services from merchants over
the Internet. Amazon is one the site that customer used for purchasing many products. Online
shopping make easier for customer to choose different variety of product which they want, that the
reason online shopping is popularly used nowadays.

Amazon gives opportunity to support women who want to professionally re-integrate and re-
commence their job. - As there is still a big gap when it comes to male / female ratio in the
technology sector, the main objective of the conference was to inspire women. - Speaking from
the conference and how to the Amazon (global online retail company) Aim to help women who
wanted to enter the technology environment. - Amazon recently launches VCS (virtual customer
service) to find the best talent no matter where it is located and started. VCS programme allows
employees the flexibility to work from home. The programme supports Amazon award winning
customer service organizations.

The invention has opened a whole new world of possibilities for us. Not only we can communicate
with the person we love within moments but nowadays many vital tasks like jobs, shopping,
socializing and many others can be done easily at the convenience of our homes. The concept of
online shopping is a relatively new one and it enables us to buy all our favorite goods and
accessories over the internet. This not only saves time but also, we can get the products at a much-
discounted price and that too at our homes. There are many online stores that have developed in
recent times like letsshop.in, flipcart.com and many others. These stores host a wide range of
products like bags, shoes, books, gadgets and many others. To purchase any product, you have to
visit the site and click on the product that you would like to purchase and the product will be
delivered to you within a week maximum.
Limitation of the study:

 This study conducted relating to the Amazon online shopping application, so the
result which we gather is only applicable for the amazon customers.
 The response from the sample may be biased or may contain cooked up from the
respondent.
 Another limitation was the relatively short period and within which this research
was carried out.
 Questionnaires method is used only for data collection and the limitation of the
questionnaire method is applicable to the study.

Scope of the study:

 This research work will be covered Amazon and also deals with the customers which are
regulars used to shopping from Amazon.
 The study also covered the quality of the service and how they impact on the customer
complacency and for instant it come across with what factor that are accommodate and
enhance the satisfaction feeling of the customer on Amazon.
 Finding the customer satisfaction and their means of awareness of Amazon
 Finding out the perception of the customers about Amazon

Objectives:

 To study the growth of online retail business in India

 To explore the online business of model of Amazon
 To analyse the customer feedback of Amazon over other available online retail stores in
India
 To reveal the satisfaction level of the customer
Organisational chart:
 Questionnaire:

1. Name: _________________________

2. What is your age group?

a) 15-20 b) 20-25 c) 25-30 d) 30 and above.

3. What is your gender?

a) Male b) Female

4. What is your occupation?

a) Self-employed b) Professional c) Government employee d) Private Job e) Student

5. What is your monthly income?

a) Less than 10000 b) 10000 to 20000 c) 20000 to 30000 d) 30000 to 40000 e) More than 40000

6. Do you have your own internet connection?

a) Yes b) No

7. How frequently do you purchase online?

a) Once a week b) More than once a week c) once a month d) more than once in a month

8. What motivates to buy products online?

a) Easy payment b) No hidden cost c) No travel to shop d) Wide range of products e) Other
[Please specify] ____________

9. Do you feel that the online marketers are providing competitive prices?

a) Yes b) No

10. What products you buy on internet?

a) Books b) Music CDs c) Apparel d) Mobile e) Laptop f) Other [specify] ___________

11. Do you feel that online shopping is better than shopping at physical brick & mortar store?

a) Yes b) No

12. Which of the following stores have you ever visited for shopping online?

a) e-bay b) Snapdeal c) Amazon d) Flipkart e) Other [please specify] ___________

13. How do you make payments on internet?

a) credit card/ debit cards b) bank transfer

c) any other (Specify)________

14. how did you find the products to purchasing in Amazon?

a) Excellent b) Good

c) Average d) Bad
15. What do you like most in Amazon shopping?

a) Convenience b) Cheaper price/Discounts c) Saves time

d) Choices e) Product comparisons f) Superior selection/Availability

16. How satisfied you are with your experience of online shopping?

a) Highly Satisfied b) Satisfied c) Neither satisfied nor dissatisfied

d) Dissatisfied e) Highly Dissatisfied

17. Rank the following online stores in order of preference. (rank as 1,2, 3,…..,8)

S.NO Online store Rank

1. Flipkart
2. Snapdeal
3. Amazon
4. Home shop18
5. Ebay
6. Croma
7. Ezone
8. India times

18. Is shopping online- Safe?

a) Depends on the store
b) Safe
c) Unsafe
 19. Most frequently purchased category
a) Electronics
b) Clothing & Fashion
c) Books & Media
d) Accessories
e) Home decor / Furniture
f) Deals from local service providers
20. Most amount spend in single transaction
a) Rs.250-1000 b) Rs.1001-2000 c) Rs.2001-10,000
d) Rs.10, 001-50,000 e) Rs.50, 001-100,000

21. Level of satisfaction on the online shopping on Amazon:

HS- Highly Satisfied, S- Satisfied, N- Neutral, NS- Not Satisfied, and HNS- Highly not
satisfied

Factors\outlet HS S N NS HNS

Trust

Discounts

Schemes &

Service

Quality

22. Any suggestion:

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