Hritik Bba6a Project Report
Hritik Bba6a Project Report
Hritik Bba6a Project Report
Project Report on
Session 2019-2022
1 Declaration 3
2 Certificate 4
3 Chapter I Introduction 5-17
4 Background Of Topic
5 Objective Of Study
6 Company Profile
7 Chapter II 18-19
8 Review Of Literature
9 Chapter III 20-23
10 Research Methodology
11 Chapter IV 24-35
12 Presentation Of Data & Presentation
13 Chapter V 37-41
14 Conclusion & Recommendation
15 References
16 Research Paper
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Declaration
I take this opportunity to express my profound gratitude and deep regards to my guide (MRS
SIMA KUMARI) for his exemplary guidance, monitoring and constant encouragement
throughout the course of this project. The blessing, help and guidance given by (him/ her)
time to time shall carry me a long way in the journey of life on which I am about to embark.
Last but not least, my sincere thanks to my parents and friends for their wholehearted support
and encouragement.
I also hereby declare that the project work entitled “project title” under the guidance of
“supervisor’s name” is my original work and it has not been submitted earlier in any other
university or institution.
(Hritik)
BBA - (VIth B)
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Certificate
This is to certify that the project titled “(Consumer Preferences: Flipkart V/s Amazon)” is
an academic work done by (Mr. Hritik) submitted in the partial fulfillment of the
requirements for the award of degree of Bachelor of Commerce (Hons.)at Delhi School of
Professional Studies and Research, New Delhi under my guidance and direction.
(Mr. Hritik) has given an undertaking that the information presented in the project has not
been submitted earlier.
(Signature of Faculty)
(Professor), DSPSR
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CHAPTER 1
INTRODUCTION
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INTRODUCTION
sumer is the sole end and purpose of all production; and the interest of the producer
ought to be attended to only so far as it may be necessary for promoting that of the
consumer."
Ada
emphasis on consumer.
Modern technological developments have no doubt made a great impact on the quality,
availability and safety of goods and services. A consumer person who purchases or
Internet is changing the way consumers shop and buys goods and services and has
rapidly evolved into a global phenomenon. Many companies have started using the
Internet with the aim of cutting marketing costs, thereby reducing the price of their
products and services in order to stay ahead in highly competitive markets. Even
Government institutions have started replacing their paperwork. Companies also use the
Customers use the Internet not only to buy the product online, but also to compare
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prices, product features and after sale service facilities they will receive if they purchase
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the product from a particular store. Many experts are optimistic about the prospect of
online business.
Online shopping is definitely a great way to shop with everything available on the
websites from clothes, gift items, food, home needs, medicines, and many more, this
mode of shopping allows one to shop conveniently without hassle on spending hours in
a supermarket or shopping areas. The Internet with its wide array of information nooks,
allows the customer to go through various reviews of the product or service before
actually heading for purchases. These online shopping websites also have daily deals
Profits and growth can be sustained only by adopting ethical methods of doing
business. Most of the products or services which consumers buy or pay for, are
durables and services. Rather than earning short term profit, the focus should be more
behavior of online shoppers and factor influencing online shopping behavior and its
future perspective. Customers use the Internet not only to buy the product online, but
also to compare prices, product features and after sale service facilities they will receive
if they purchase the product from a particular store. Many experts are optimistic about
A consumer before buying any product online, he will check the authenticity of the
online shopping website as how much the site is trustworthy and reliable as in online
shopping the consumer or buyer is not able to see the seller and cannot check the
To understand the consumer’s preference of online shopping for Flipkart & Amazon
COMPANY PROFILE
Flipkart 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 as 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 33,000 people.
After the failure of its 2014 Big Billion Sale, Flipkart carried out a second Big Billion
Sale.[17] where it is reported that they saw a business turnover of $300 million in gross
rankings. In Google page it ranks #6. It receives 2.2 million-page views in a day and
generates $6,574 in advertising revenue every day. Moreover, it has certain losses
0.60% in traffic ranking. Loading time of an average page is 2.1 sec as it is much faster
than 29% of sites around the world. The mode of payments includes Credit card, Debit
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AMAZON
The International giant e-commerce retailer recently stepped into India with an Indian
version site www.amazon.in, since the launch, amazon.in has seen a nice growth in the
number of customers. Amazon.com too had a huge number of Indian customers even
before it launched store in India. The store hosts wide range of products like
online bookstore, but soon diversified selling DVD’s, Blue-rays, CD’s, Videos’
furniture, food, toys and jewelry. It was separate retail websites for the United States,
United Kingdom and Ireland, France, Canada, Germany, Italy, Spain, Netherland,
Australia, Brazil, Japan, China, India, Mexico. Amazon also offers international
shipping to certain countries for some of its products. In 2011 it had professed an
Vast selection
Low cost
Fast delivery
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NATIONAL SCENARIO
India in the recent years has been experiencing an exponential growth in e- commerce
and there are new companies springing up at a rapid rate. E-commerce had a standout
year in 2015, when it grew in size from $5 Billion to $8 Billion and pervaded every
aspect of our lives. In 2016, it grew further. The industry is set to become more ‘m’, or
mobile, than ‘e’ commerce. M- commerce has been and will be the inevitable trend of
modern times. That means more users. No doubt, more users will help companies build
Companies will go after profitable growth rather than wooing customers with deep
discounts (in other words, running on losses). A bigger user base will just be the cue
uilding scale won’t be a challenge for the large players,” says Sandeep Aggarwal, founder,
Shopclues. Six of the largest e-commerce players- Flipkart, Amazon India, Snapdeal, eBay.in
and Shopclues- together have about 85-90% of the e-commerce business in India.
Cash on Delivery (COD), a preferred mode of payment for many customers, will
decline as more and more people familiarize themselves with using payment wallets to
Companies will have their hands full as more users come on board, but they will be up
to the task of serving the needs of customers. That will lead to the emergence of new
categories of services like delivering even milk and water – which Paytm founder Vijay
Shekhar Sharma believes “will replace the neighborhood store.” “You won’t need to
Brick-and-mortar will not disappear, but “there’ll be more fusion between online and
offline services,” he adds. Here is a tantalizing possibility of how this and then walk
E-commerce will make inroads into rural areas. Traditional business houses such as
Reliance Industries and Tata Group will enter the business more aggressively. One key
challenge will be logistics as there is no large-scale player that covers the whole
In a boost to retailers and grocery start-ups such as Bigbasket and Grofers, the
country.
This will allow multi-brand retail giants such as Walmart to look at their food business
here
closely and perhaps even foray into B2C food retail. Currently, the US giant operates a
B2B 20
business here since FDI in multi-brand retail is not allowed. The US retailer has built a
strong backend infrastructure in food. Similarly, the move will help Indian hyper-local
"The decision by the government to allow up to 100% foreign direct investment (FDI)
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including through e- commerce, is very progressive and will help in reducing wastage,
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helping farm diversification and encourage industry to produce locally within the
country. This far-reaching reform will benefit farmers, give impetus to food processing
industry and create vast employment opportunities. We will study the policy document
when government finalizes and issues it," said a Walmart India spokesperson.
The decision comes without any riders, department of industrial policy and promotion
secretary Ramesh Abhishek said. The food processing ministry wanted the food
DIPP said that the e-commerce marketplace may provide support services to
However, such entities will not exercise ownership over the inventory. “Such an
ownership over the inventory will render the business into inventory-based model,” it
As per the norms, an e-commerce firm will not be permitted to sell more than 25 per
cent of total sales from one vendor or its group companies. “E-commerce entities
providing marketplace will not directly or indirectly influence the sale price of goods or
This may require some of the existing players to alter their structures. “The cap of 25%
on sales by a vendor on marketplace will ensure a broad basing of vendors for a true
marketplace. This may require some of the operators to go back to the drawing board to
INTERNATIONAL SCENARIO
Consumers worldwide spent nearly $3.46 trillion online in 2019, up from $2.93 trillion
in 2018, according to the forecast from Internet Retailer, a Digital Commerce 360
brand. The expected 17.9% year-over-year growth in global web sales would be a
slowdown from the 20.7% jump last year. However, global web sales are still growing
faster than the more saturated U.S. ecommerce market, which Internet Retailer projects
Global retail sales through all channels are likely to hit $21.00 trillion by the end of the
year, a 3.4% uptick from $20.31 trillion in 2018, according to Internet Retailer
estimates. This would increase online’s share of total retail sales to 16.4%, and
ecommerce would account for more than three-quarters of overall retail gains.
As online revenue continues to grow each year, larger gains are necessary to achieve
the same level of growth, so some deceleration makes sense. Ecommerce penetration
the rise—with online’s share of retail spend registering 10.5% in 2016, rising to 12.3%
in 2017 22 and closing out 2018 at 14.4%, Internet Retailer estimates. The momentum
continued into 2019, with penetration north of 16.0%, according to Internet Retailer’s analysis.
The largest online retailers are powering this growth. In 2018, three of the top 10 global
online retailers ranked by 2018 ecommerce sales (excluding sites operating exclusively as
marketplace platforms) were web-only merchants. Their online revenue also significantly
accompanying uptick in offline sales, online’s share of total retail sales grows. As a whole,
the top 10 hit $427.28 billion in ecommerce sales in 2018, up 22.5% from $348.91 billion
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in 2017. These retailers accounted for 14.6% of all global ecommerce sales in 2018.
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CHAPTER 2
REVIEW OF
LITERATURE
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The online consumer market place is growing at an exponential rate. At the same time,
technology has enhanced the capacity of online companies to collect, store, maintains,
transfer and analyze vast amount of data from and about the consumer who visit their
web sites. This increase in the collection and use of data has raised public awareness and
consumer concern about online privacy. Number of studies has been done in this field
Subba Rao, Truong, Senecal and Le, (2007) conducted the study on ―How Buyers
Marketplace Usage and claims that buyer ‘s E-business readiness moderated the relationship
Prasad and Aryasri (2009) have explored the determinants of shopping behaviour such
as convenience, customer service, trust, web store environment and web shopping
enjoyment and examine the effect of these factors towards online buying behaviour.
Dr. Durmaz(2011) in the study entitled ― impact of cultural factors on online shopping
behaviour and the study found that while buying goods and services, culture, beliefs and
traditions take an important position, while the environment, friends and social groups
stated 48.6% .In this case the impact of cultural factors means a lot.
Wells et al. (2011) in his study entitled ― online impulse buying: understanding the
interplay
between consumer impulsiveness and website quality‖ focused on the direct relationships
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between the website and online impulse buying. The study found and proposed the model
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considered the direct influence of website quality on the urge to buy impulsively.
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Dahiya Richa (2012) in the study entitled ― Impact of demographic factors of consumers on
online shopping behaviour: a study of consumers in India‖ and the study found that On-line
shopping is a recent phenomenon in the field of E-Business and is definitely going to be the
future of shopping in the world. Most of the companies are running their on-line portals to
CHAPTER 3
RESEARCH
METHODOLOGY
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Primary Data
It is original primary data, for specific purpose of research project. For this project, I
Secondary Data
It will be collected to add the value to the primary data. This may be used to collect
necessary data and records by different websites, magazines, annual reports, journals,
SAMPLE DESIGN
Sample Unit
Sample Media
Random sampling
Convenient sampling
Research place – Chandni Chowk Area of Kolkata which is the hub of electronic
Period of Study-
QUESTIONNAIRE
6. .Which online store has a better & effective mobile app layout for your
ease of shopping
7. .When do you mostly shop from your preferred online store?
8. Which is the most frequently purchased product from your preferred online store?
9. Which online store has products at a lower price as compared to the other?
10. Which online store has a better product display & description?
11. Which online store has a better product display & description?
12. Which online store has a variety of product choices in-terms of sorting & filtering as per
individual requirements & seller ratings?
13. Which online store gives you a better customer feedback, rating & reviewing system?
14. Which online store has a better ‘After-sales service’?
15. Which online store has a better customer-friendly ‘exchange/ return/ replacement and/or
refund policy’?
16. Which online store has a swift delivery system?
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CHAPTER 4
PRESENTATION OF DATA
INTREPRETATION AND
PRESENTATION
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DATA ANALYSIS
The objectives of the research were studied with respect to a regular online shopper who
shopped more than once because they would be the right respondent to give an insight
about the online shopping. Therefore it is firstly important to understand who is a regular
online shopper. In the survey the respondents were asked the following questions which
helped to know about a regular shopper.
Interpretation: As per the survey, majority of the respondents are students & servicemen who fall
in the above mentioned age groups who are the powerful internet users in the country
Interpretation: As per the data collected, 57% of the people are regular online customers,
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these are mainly working people who do not have time to go to shop and make purchase
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and also the younger generation are depended on online purchase as they seek variety of
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alternatives for the same product. 43% of the people are not regular online customers
because the quality of the products cannot be known and some people are not flexible to
shop online.
Interpretation: The data indicates that most people find it convenient to shop with
Interpretation:
lAs per the survey, the most preferred mode of payment is CoD
lOther preferences like Debit/Credit card payment & Net banking is slowly gaining
momentum.
Interpretation: As per the data collected, vast majority of respondents prefer Amazon to do
their online shopping
Which online store has a better & effective mobile app layout for your
ease of shopping?
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Interpretation: As per the survey, 86% of the respondents prefer the Flipkart mobile
app over Amazon’s because it eases the shopping experience of the customers.
Interpretation: As per the survey, online shopping is most preferred by the customers at
the time of availability of ‘offers and discounts’. A very few percentage shop regularly
Interpretation:
lClothing: As per the research conducted, 34% of the people purchase clothes from
Flipkart because of their good quality & 24% of the people purchase clothes from
Amazon.
lFootwear: The study shows that 20% of the people prefer Flipkart to purchase foot
wears as fashionable footwear’s are available for both men and women & just 10%-14%
of the people choose Amazon to have trendy & stylish foot wears. Electronics: As per the
survey conducted, 30%-16% of the people choose Flipkart to purchase electronic items
as good discounts are provided. And, only 8% people purchase electronics from
Amazon.
Kitchen and home appliances: As per the information collected, 8%-6% of the people
purchase kitchen and home appliances from online and it may only include those products
which are not easily available in shops and also the other reason may be that the online price
is less than ordinary shopping price. Overall only 22% people purchase kitchen and home
appliances through online. One reason will be that they are addicted to purchase these
products through shops. lAccessories and cosmetics: As per the research, 10%-8% people
these products may be due to the fashionable trend provided by them. And
only 6%-2% of the people choose other sites to purchase these products, as they do not provide
branded items in this sector. Overall only 34% people prefer online sites to purchase accessories
and cosmetics. Because these products are easily available on the near-by shops and more over
people do not have patience to wait for these products until they are delivered to them.
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Interpretation: As per the survey, majority of the respondents prefer Amazon over Flipkart for
giving best bang for their buck & helps them to save a bit extra on purchases.
Interpretation: As per survey, the Both Flipkart & Amazon have good product
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visibility & detailed description (like price, discount & offers, pictures, feel,
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specifications, dimensions, contents of package, etc.) But, Flipkart has a slight edge
over Amazon.
Which online store has a variety of product choices in-terms of sorting &
filtering as per individual requirements & seller ratings?
Interpretation: As per the data collected, Amazon stands out to be the provider of a
variety of product choices which allows shoppers to sort & filter out products according
their requirements (like gender, age, price, availability, size, features, colour, etc.) &
Which online store gives you a better customer feedback, rating &
reviewing system?
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Interpretation: As per the survey, 63% respondents indicate that Flipkart has better
Interpretation: As per the survey, vast majority of respondents prefer Amazon’s swift
CHAPTER 5
CONCLUSION
AND
RECOMMENDATIONS
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CONCLUSION
This research shows that online shopping is having very bright future in India. With the
use of internet, consumers can shop anywhere, anything and anytime with easy and safe
payment options. Consumers can do comparison shopping between products, as well as,
online stores. Online shopping even after gaining popularity won’t completely eliminate
traditional shopping. There are still areas where we prefer to go into a shop and select
items. The advent of plastic money and the tremendous usage of debit and credit cards
have brought shops from around the world to the tip of customers’ finger or to the
website. But there’s no going back, and online shopping will become an even more
crucial part of our lives, growing more sophisticated with each passing year. Over all
the factors from the internet that influenced or prevented online consumer behaviour
and attitude need to be carefully concerned by the online retailers, who can utilize the
RECOMMENDATIONS
Amazon needs to improve its mobile application for improving the shopping
o EMI facility can be implemented at the time ‘sale’ to increase the tendency of
shopping.
Amazon has wide range of products but it should work on improving its after-sales
service by tweaking some of its customer relations policies & by better training of
Amazon should improve the product visibility, description & display to make the
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Flipkart has good service quality but should work on lowering its product cost to be
more competitive.
RFERENCES
www.flipkart.com/slideshare
www.amazon.in/slidshare
http://www.thehindu.com/business/Industry/govt-permits-100-per-cent-fdi-in-
online-
market-places/article8409495.ece
Research Papers:
IMPACT OF DEMOGRAPHIC FACTORS OF
CONSUMERS ON ONLINE SHOPPING BEHAVIOUR: A
STUDY OF CONSUMERS IN INDIA- Dahiya Richa
http://scienceandnature.org/IJEMS-Vol3(1)-Jan2012/IJEMS_V3(1)7.pdf
http://www.verhagen.com/publications/online-impulse-
buying_files/Verhagen_and_Vandolen2011.pdf
https://www.sciencedirect.com/science/article/abs/pii/S0019850106001477
https://www.researchgate.net/publication/
285670001_Determinants_of_Shopper_Behaviour_in_E- tailing_An_Empirical_Analysis
https://globaljournals.org/GJMBR_Volume14/4-The-Influence-of-Cultural-Factors-on.pdf
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