A-COMPARATIVE-STUDY-BETWEEN-FLIPKART-AND-AMAZON-INDIA (1).rtf

AIJRRLSJM VOLUME 1, ISSUE 8 (2016, SEPT) (ISSN-2455-6602) ONLINE ANVESHANA’S ANVESHANA’S INTERNATIONAL JOURNAL OF RESEARCH IN REGIONAL STUIES, LA!, SOCIAL SCIENCES, JOURNALISM AN MANAGEMENT PRACTICES

A COMPARATIVE STU" #ET!EEN FLIP$ART AN AMA%ON INIA $ FRANCIS SUHA$AR HA#EE# S"E Asst. Professor Research Scholar School Of Management, School Of Management NIT Warangal Warangal NIT Warangal Warangal E-M&'( :[email protected] E-M&'() haees!ed.nit"@gmail.com X

A#STARCT

Internet became more powerful powerful and basic tool for every person’s person’s need and the way people work. By integrating various online information management tools using Internet, various innovative companies have set up systems for taking customer orders, facilitate making of payments, customer service, collection of of marketing data, and online feedback respectively respectively.. These activities have collectively known as e-commerce or Internet commerce. Online shopping made so easy for everyone with their product variations and simple way to buy things. n attempt has been made to critically e!amine various corporate and business level strategies of two big e-tailers and those are "lipkart and ma#on. $omparison have been done considering e-commerce e-commerce challenges, their business model, funding, revenue generation, growth, survival strategies, %hoppers’ online shopping e!perience, value added differentiation, and product offerings. Both these big players made their own mark in India, but who is going to be ultimate winner or be the top one is going to be.  comparative study of "lipkart.com with one of the close competitor ma#on.com delivers the information about the different different strategies to succeed in e-commerce market and different opportunities available in India. $*+./# &-commerce, &-tailers, Online %hopping, %hopping &!periences, %trategies .

1 INTROUCTION O#JECTIVES

To understand and estimate the consumer $erce$tion and factors affecting their eha%ior for choosing e& commerce sites. To understand tactics and methods those are used ! e&commerce $la!ers to gra the customers in India. To kno" ho" consumers are e%aluating e&commerce sites for their $urchases. To understand the "ork flo" of Ama'on and (li$kart in India. To stud! com$le)ities and arriers those are there in et"een e&commerce sites and customers. To find out ne" o$$ortunities and to succeed in those $rocedures. PRO#LEM EFINITION

In India e&commerce e%aluated like a giant "ith huge o$$ortunit! and success rate. There are so man! ig and small $la!ers in market. Are the! reall! going to sustain in market for a long time and is there success rate for them. What are customers e)$ecting from them and are the! read! to fulfill their re*uirements. The stud! is to understand oth $arties+ re*uirements and $rocedures. 1 ATA COLLECTION

The goal for all data collection is to ca$ture *ualit! e%idence that then translates to rich data anal!sis and allo"s the uilding of a con%incing and credile ans"er to *uestions that ha%e een $osed. 11 PRIMAR" ATA

Primar! data "as collected from %arious $eo$le and their o$inion and information for the s$ecific $ur$oses of stud! hel$ed to run the anal!sis. In essence, the *uestions asked "ere tailored to elicit the data that "ill hel$ for stud!. The data "as collected through *uestionnaire to understand their e)$erience and $reference to"ards their lo!al com$an!. 12 SECONAR" ATA ANVESHANA’S INTERNATIONAL JOURNAL OF RESEARCH IN REGIONAL STUIES, LA!, SOCIAL SCIENCES, JOURNALISM AN MANAGEMENT PRACTICES

EMAIL I [email protected] , !E#SITE www.anveshanaindia.com

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AIJRRLSJM VOLUME 1, ISSUE 8 (2016, SEPT) (ISSN-2455-6602) ONLINE ANVESHANA’S ANVESHANA’S INTERNATIONAL JOURNAL OF RESEARCH IN REGIONAL STUIES, LA!, SOCIAL SCIENCES, JOURNALISM AN MANAGEMENT PRACTICES

To make $rimar! data collection more s$ecific, secondar! data "ill hel$ to make it more useful. It hel$s to im$ro%e the understanding of the $rolem. Secondar! data "as collected from %arious sources such as different usiness "esites and $ulished $a$ers. LIMITATIONS

There "as so much confidential data of com$anies that are not e)$osed. Sur%e! "as restricted to $articular age grou$ ecause res$ondents "illing to fill are college students. Anal!sis "as done ased u$on $ersonal o$inion of res$ondents indi%iduall!, not from an! focus grou$s or e)$erts. 2 LITERATURE REVIE! AN THEORITICAL FRAME!OR$ S3&.& &/ '& (2007) ' 3*'. /+ 9:.:*; < *-;*.;* ' I/'&=, mentions that India is sho"ing tremendous gro"th in the e&commerce. ndoutedl!, "ith the middle class of - million $eo$le, online sho$$ing sho"s unlimited $otential in India. The real estate costs are touching the sk!. Toda! e& commerce has ecome an integral $art of our dail! life. There are "esites $ro%iding an! numer of goods and ser%ices. The e&commerce $ortals $ro%ide goods and ser%ices in a %ariet! of categories. To name a fe"# a$$arel and accessories for men and "omen, health and eaut! $roducts, ooks and maga'ines, com$uters and $eri$herals, %ehicles, soft"are, consumer electronics, household a$$liances, /e"elr!, audio, %ideo, entertainment, goods, gift articles, real estate and ser%ices. Ashish gu$ta, senior managing director of helion %enture $artners and one of the first ackers of (li$kart as an angel in%estor# 0(li$kart has een asoring com$anies that ha%e some $otential 1letsu!, m!ntra2. In that $rocess, some of the ets "ill go "rong, for sure. 3ut that is $ar for the course. The com$an! 1(li$kart2 is consciousl! taking ets that allo" it to either gro" or eliminate com$etition that reduces marketing s$end and im$ro%es economics.4 M'+&>&?' &/ <*.&/*> (2001) sustantiated that the $rior e)$erience "as found to affect the intention and eha%ior significantl! signifi cantl! and in a %ariet! of o f "a!s. The results of this stud! im$l! that the th e technolog! acce$tance model should e a$$lied to electronic commerce research "ith caution. In order to de%elo$ a successful and $rofitale "e sho$, understanding customers5 needs is essential. It has to e ensured that $roducts are as chea$ chea $ in a "e sho$ as $urchased $urchas ed from traditional channels. chan nels. According to sharma and mittal

1-6672 in their stud! 0$ros$ects of e&commerce in India4, mentions that India is sho"ing tremendous gro"th in the e&commerce. ndoutedl!, "ith the middle class of - million $eo$le, online sho$$ing sho"s unlimited $otential in India. The real estate costs are touching the sk!. Toda! e&commerce has ecome an integral $art of our dail! life. There are "esites $ro%iding an! numer of goods and ser%ices. The e&commerce $ortals $ro%ide goods and ser%ices in a %ariet! of categories. To name a fe"# a$$arel and accessories for men and "omen, health and eaut! $roducts, ooks and maga'ines, com$uters and $eri$herals, %ehicles, %ehicle s, soft"are, consumer electronics, electro nics, household a$$liances, a$$ liances, /e"elr!, audio, %ideo, entertainment, goods, gift articles, real estate and ser%ices. Samadi and ali 1-6862 com$ared the $ercei%ed risk le%el et"een internet and store sho$$ing, and re%isit the relationshi$s among $ast $ositi%e e)$erience, $ercei%ed risk le%el, le%e l, and future $urchase $urchas e intention "ithin the internet intern et sho$$ing en%ironment. en%iro nment. A@3'' '.& (201), 9*-;*.;* ' I/'&-& .*B'*=, international /ournal of marketing, financial ser%ices 9 management research. :oncluded that the e&commerce has roken the geogra$hical limitations and it is a re%olution&commerce "ill im$ro%e tremendousl! in ne)t fi%e !ears in India. ?&*3&. (201),= *-;*.;* . '*.* &.?*' # a usiness re%ie" from Indian conte)t4, international /ournal of u& and e& ser%ice, science and technolog!. :oncluded that the e&commerce has a %er! right future in India Ind ia although securit!, $ri%ac! and de$endenc! de$ende nc! on technolog! are some of the dra"acks of

e&commerce ut still there is a right future to e&commerce. ANVESHANA’S INTERNATIONAL JOURNAL OF RESEARCH IN REGIONAL STUIES, LA!, SOCIAL SCIENCES, JOURNALISM AN MANAGEMENT PRACTICES


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AIJRRLSJM VOLUME 1, ISSUE 8 (2016, SEPT) (ISSN-2455-6602) ONLINE ANVESHANA’S INTERNATIONAL JOURNAL OF RESEARCH IN REGIONAL STUIES, LA!, SOCIAL SCIENCES, JOURNALISM AN MANAGEMENT PRACTICES

M&.' //* (1777),= finding the source of Ama'on.com# e)amining the h!$e of the earth+s iggest ook store4, center for ad%anced s$atial anal!sis. :oncluded that Ama'on.com has een one of the most $romising e&commerce com$anies and has gro"n ra$idl! ! $ro%iding *ualit! ser%ice. V'&+ B'/&.&& is one of the "orld+s leading e)$erts on strateg! and inno%ation. ;o%indara/an, co)e distinguished $rofessor at dartmouth college+s tuck school of usiness and mar%in o"er fello" at har%ard usiness school, is also a est&selling author. The iggest o$$ortunit! in India is e&commerce. Wh!< Three im$ortant factors "ill dri%e this# 82 moile $hone $enetration= -2 a !oung demogra$hic that is used to ordering things using the moile $latform= >2 gro"th of consumerism "ith more Indians "ith higher dis$osale income. We "ill see man! ne" inno%ati%e usiness models in the e&commerce s$ace in the ne)t fi%e !ears. No dout "e "ill see ne" inno%ati%e high&gro"th com$anies?Indian e*ui%alents of Aliaa.  A#OUT COMPAN" 1 FLIP$ART

(li$kart has launched its o"n $roduct range under the name 0digifli$4, (li$kart also recentl! launched its o"n range of $ersonal healthcare and home a$$liances under the rand 0citron4. @uring its initial !ears, (li$kart focused onl! on ooks, and soon as it e)$anded, it started offering other $roducts like electronic goods, air conditioners, air coolers, stationer! su$$lies and life st!le $roducts and e&ooks. egall!, (li$kart is not an Indian com$an! since it is registered in Singa$ore and ma/orit! of its shareholders are foreigners. 3ecause foreign com$anies are not allo"ed to do multi&rand e&retailing in India, (li$kart sells goods in India through a com$an! called "s retail. Other third&$art! sellers or com$anies can also sell goods through the (li$kart $latform. (li$kart no" em$lo!s more than 8B666 $eo$le. (li$kart allo"s $a!ment methods such as cash on deli%er!, credit or deit card transactions, net anking, e&gift %oucher and card s"i$e on deli%er!. (li$kart is $resentl! one of the largest online retailers in India, $resent across more than 8C $roduct categories 9 "ith a reach in around 8B6 cities and deli%ering B million shi$ments $er month. 11 ACHIEVEMENTS IN E- COMMERCE

In se$temer -68B, sachin ansal and inn! ansal entered fores India rich list deuting at the Dth $osition "ith a net "orth of E8.> illion each. :o&founder of (li$kart, sachin ansal, got entre$reneur of the !ear a"ard -68-&-68> from economic times, leading Indian economic dail!. (li$kart.com "as a"arded !oung turk of the !ear at cnc t% 85s 5India usiness leader a"ards -68-5 1ila2. (li$kart.com& got nominated for Indiamart leaders of tomorro" a"ards -688. 12 FAILURE IN MUSIC INUSTR" In octoer and no%emer -688, (li$kart ac*uired the "esites mime>D6.com and chak$ak.com. ater, in feruar! -68-, the com$an! re%ealed its ne" fl!te digital music store. (l!te, a legal music do"nload ser%ice in the %ein of itunes and Ama'on.com, offered drm&free m$> do"nloads. 3ut it "as shut do"n on 8F /une -68> as $aid song do"nloads did not get $o$ular in India due to the ad%ent of free music streaming sites. X 1 ACDUISITIONS -686# "eread, a social ook disco%er! tool. X -688# mime>D6, a digital content $latform com$an!.

-688# chak$ak.com, a oll!"ood ne"s site that offers u$dates, ne"s, $hotos and %ideos. (li$kart ac*uired the rights to chak$ak5s digital catalogue "hich includes C6,666 filmogra$hies, 86,666 mo%ies and close to B6,666 ratings. (li$kart has categoricall! said that it "ill not e in%ol%ed "ith the original site and "ill not use the rand name. -68-# letsu!.com, an Indian e&retailer in electronics. (li$kart has ought the com$an! for an estimated

usE-B million. etsu!.com "as closed do"n and all traffic to letsu! has een di%erted to (li$kart. ANVESHANA’S INTERNATIONAL JOURNAL OF RESEARCH IN REGIONAL STUIES, LA!, SOCIAL SCIENCES, JOURNALISM AN MANAGEMENT PRACTICES


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-68C# ac*uired m!ntra.com in an estimated ₹ 20 billion (2,000 crore, aout usE>87 million2 deal. X -68B# (li$kart ac*uired a moile marketing start&u$ a$$iterate as to strengthen its moile $latform. AMA%ON

Ama'on is the largest internet ased com$an! in the united states. Ama'on.com started as an online ookstore, ut soon di%ersified, selling d%ds, %hss, cds, %ideo and m$>do"nloadsGstreaming, soft"are, %ideo games, electronics, a$$arel, furniture, food, to!s, and /e"eller!. The com$an! also $roduces consumer electronics notal!, kindle, fire talets, fire t% and $hone and is a ma/or $ro%ider of cloud com$uting ser%ices. Ama'on has se$arate retail "esites for united states, united kingdom 9 ireland, france, canada, german!, the netherlands, ital!, s$ain, australia, ra'il, /a$an, china, India and me)ico, "ith sites for sri lanka and south east asian countries coming soon. Ama'on also offers international shi$$ing to certain other countries for some of its $roducts. In the !ear -688, it had $rofessed an intention to launch its "esites in $oland, and s"eden. In earl! /une -68>, Ama'on.com had launched their Ama'on India market$lace "ithout an! marketing cam$aigns. In /ul!, -68>, Ama'on had announced to in%est E- illion 1rs 8-,666 crores2 in India to e)$and usiness, after its largest Indian ri%al (li$kart too had announced to in%estE8 illion. 21 ACHIEVEMENTS IN E- COMMERCE

On the moile a$$ side, Ama'on had the fastest gro"ing a$$ do"nload rate in -68B. In Octoer alone, do"nloads increased -66 $er cent. Ama'on "e traffic "as the highest in Octoer as $er comscore data, at >6 million %isitors. Ama'on acti%e customers ha%e gone u$ ->6 $er cent !ear on !ear. The a"ards "ere conferred at e&tailing India5s flagshi$ conference and e)hiition -68C, an e%ent that rought together ma/or stakeholders in the retail and e&commerce usiness in the countr!. The H$ath&reaking deut of the !earH a"ard "ent to Ama'on.in. 22 FAILURE Ama'on starts using India $ost and scre"s u$ its deli%er! s!stem in India. At the time "hen the com$etition among online sho$$ing $ortals in India is at its highest le%el $ossile and each $la!er is $ooling in millions from funding’s and trying to beat each other with never &efore discounts and ama'ing ser%ices, Ama'on has taken the "orst ste$ e%er $ossile. Ama'on India has chosen India $ost as its $rimar! deli%er! $artner and all “Amazon fulfilled” orders are now being shipped through ndia post! Anyone who lives in ndia or has some e)$erience "ith the $ostal s!stem in India needs no introduction aout India $ost. 2 ACDUISITIONS

t’s no secret that e&commerce giant Ama'on has een etting on India as one of its ne)t ig markets outside the u.s. The com$an! is not onl! in%esting ca$ital in the region, ut also ac*uiring startu$s to hel$ e)$and its $resence in the countr!. On tuesda!, Ama'on announced it had ac*uired Indian $a!ments com$an! em%antage $a!ments $%t. td. Ama'on did not disclose the ac*uisition amount. Similar to stri$e or $a!$al, em%antage allo"s online merchants to acce$t credit and deit cards. The com$an! also allo"ed merchants to set u$ their o"n randed $re&$aid deit cards and moile $a!ments. In order to differentiate itself, com$an! ac*uired man! it 9 e&commerce start&u$s like $ets.com, audile.com, /unglee.com, imd.com, 'a$$os.com, "oot etc.X 4 METHO OF ATA ANAL"SIS

(or the anal!sis $ur$ose : demo %ersion "as used. (actor anal!sis "as $erformed to determine the correlation et"een the %ariales and highl! correlated %ariales are comined and re$resented ! a factor. This is to ensure data reduction, instead of se%eral %ariales the! are re$resented ! fe" ma/or factors. Regression anal!sis, to identif! the im$act of the factors identified in factor anal!sis 1inde$endent %ariales2 on customer satisfaction 1de$endent %ariale2.

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41 EMOGRAPHICS V&.'&@* M*&.' F.**;+ P*.;*&*

.:

Age -B >B B6.6

-B&>B

J>B -B >B.F

Total

86 8C.>

F6 866 ;ender Male - C6

(emale

Total

CD6

F6 866 Tale .8 demogra$hics of the res$ondents The ao%e chart $ro%ides the em$irical findings gleaned from the collected data. It $ro%ides demogra$hic information of the res$ondents and the statistical anal!sis of the information collected from them. This is follo"ed ! the inter$retation and discussion aout our findings. The ao%e tale sho"s that out of F6 res$ondentsB6 K of $eo$le are in the age grou$ of  -B !ears,>B.FK of $eo$le are in the age grou$ of -B&>B and 8C.>K of $eo$le are in the grou$ of J>B. We are ha%ing highest res$ondents "ho do online sho$$ing are less than -B !ears and almost all those elongs to student categor!. At the same time >B.FK of age grou$ -B& >B are utili'ing online sho$$ing "ell. All those $eo$le are attracted to e&commerce sites "hich are offering "ide range of $roducts to e%er!"here and also "ith their ser%ices. Another demogra$hic factor "e considered is gender. (emale res$ondents are higher than the male res$ondents that "ho $refer online sho$$ing. We can inter$ret that ased u$on their $references that the! are getting different and una%ailale international $roducts online, "hich made eas! and time efficient. 42 HO! OFTEN RESPONENT SHOP ONLINE

:umulati%e

(re*uenc! Percent Lalid $ercent $ercent

Lalid

Once in month

-8 >6.6 >6.6 >6.6 Once in t"o month 88 8B.F 8B.F CB.F More fre*uentl! 8F -C.> -C.>

F6.6 Ler! rare -8 >6.6 >6.6 866.6 Total F6 866.6 866.6

Tale .- ho" often res$ondent sho$ online I*.:.*&' (rom ao%e tale "e can inter$ret that ho" often res$ondents are doing sho$$ing online. It ecame hait of choosing online sho$$ing instead of rick and mortar sho$$ing. ere >6K of res$ondents are so regular that the! do sho$ online at least once in month. That o$ens more "a!s to e&commerce $eo$le to succeed in market.



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VOLUME 1, ISSUE 8 (2016, SEPT)

(ISSN-2455-6602) ONLINE ANVESHANA’S INTERNATIONAL JOURNAL OF RESEARCH IN REGIONA L STUIES, LA!, SOCIAL SCIENCES,

JOURNALISM AN MANAGEMENT PRACTICES

4 PREFERRE ONLINE SITE #" RESPONENT

:umulati%e


Lalid(li$kart

-7 C8.C C8.C C8.C

Ama'on -7 C8.C C8.C -.7

Sna$deal D .D .D 78.C

Pa!tm > C.> C.> 7B.F

Others > C.> C.> 866.6

Total F6 866.6 866.6

Tale .> res$ondent online site $reference I*.:.*&' (rom ao%e tale "e can inter$ret that oth Ama'on and (li$kart "ere chosen ! -.7K $eo$le e*uall!. And rest of the e&commerce $la!ers such as sna$deal 1.DK2 and $a!tm 1C.>K2 are too lo" in the com$etition to reach the target of oth Ama'on and (li$kart. %en though $a!tm is offering huge discounts "hen com$ared to its com$etitors.

44 RESPONENT PA"MENT METHO

:umulati%e (re*uenc! Percent Lalid $ercent $ercent

Lalid

@eit card

87 -F.8 -F.8 -F.8 :redit card F 86.6 86.6 >F.8 :ash on deli%er! CC D-.7 D-.7 866.6 Total F6 866.6 866.6

Tale .C res$ondent $a!ment method I*.:.*&' &commerce $la!ers ha%e to gain confidence in terms of $ro%iding securit! to customer+s sensiti%e data. When res$ondent is *uestioned "ith $a!ment method the! "ill use "hile doing online sho$$ing, most of the res$ondents choose cash on deli%er! method "hich is of D-.7K. We can anal!'e that cash on deli%er! is sim$le and $erfect "a! to customer to $roceed. %en deli%er! o!s are carr!ing s"i$e machines and made more con%enient.

45 RESPONENT IS MOST IMPRESSE !ITH !HICH E-COMMERCE SITE



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(re*uenc! Percent Lalid $ercent :umulati%e $ercent

Lalid

(li$kart

- C6.6 C6.6 C6.6 Ama'on >> CF.8 CF.8 F.8 Others 7 8-.7 8-.7 866.6 Total F6 866.6 866.6

Tale .B res$ondent+s $ositi%e to"ards

I*.:.*&' # &commerce site that is most a$$reciated ! customers is Ama'on. Ama'on is leading "ith CF.8K "hen com$ared to (li$kart, "hich is ha%ing C6K of res$ondent+s interest. And rest of e&commerce sites are not e%en in the reach of (li$kart and Ama'on. It clearl! $ro%es that (li$kart and Ama'on are leading e&commerce market in India. 46 RESPONENT CHOOSING METHO OF E-COMMERCE SITE

:umulati%e (re*uenc! Percent Lalid $ercent $ercent

Lalid

Referred ! friends

- C6.6 C6.6 C6.6 Ad%ertisements 8C -6.6 -6.6 D6.6 Online re%ie"s - C6.6 C6.6 866.6 Total F6 866.6 866.6

Tale .D res$ondent+s selection $rocess I*.:.*&' # Which is the $erfect "a! to reach the customers< Or ! "hat asis client is choosing online site for sho$$ing. According to ao%e tale res$ondents are choosing as $er online re%ie"s and also e*ual $ercentage of res$ondents are choosing e&commerce sites ased u$on their friend+s suggestions. 4 RESPONENT IS MORE SATISFIE !ITH !HICH SITE PRICING

(re*uenc! Percent Lalid :umulati%e

$ercent $ercent

(li$kart -C >C.> >C.>

>C.>

Ama'on -B >B.F >B.F F6

Sna$deal F 86 86 6

Pa!tm 88F.8 8F.8 7F.8

Others -.7 -.7 866

Total F6 866 866

Tale .F res$ondent+s satisfied "ith $ricing I*.:.*&' # Price, the most im$ortant as$ect "hile $urchasing. When an e&commerce site can offer "hat "e needed "ith reasonale $rice, then e%er!one "ill go after that site onl!. (rom ao%e tale $eo$le are ANVESHANA’S INTERNATIONAL JOURNAL OF RESEARCH IN REGIONAL STUIES, LA!, SOCIAL SCIENCES, JOURNALISM AN MANAGEMENT PRACTICES


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mostl! im$ressed "ith Ama'on and (li$kart "ith slight change. %en though $a!tm is offering all the $roducts at %er! lo" rates, $eo$le are interested in to$ ones. 48 RESPONENT !OUL LI$E TO SUGGEST TO OTHERS


$ercent $ercent

(li$kart -6 -.D -.D -.D

Ama'on -D >F.8 >F.8 DB.F Lalid Sna$deal 86 8C.> 8C.> 6

Pa!tm 7 8-.7 8-.7 7-.7

Others B F.8 F.8 866

Total F6 866 866

Tale . res$ondent "ill suggest to others I*.:.*&' (rom one of our $re%ious *uestion "e understood it that friend suggestion is so im$ortant "hile $urchasing online or "hile selecting an e&commerce site. (rom ao%e tale "e got our %ie" clear ased u$on the res$ondent+s %ie" "hich e&commerce site is leading in friends suggestions. >F.8K of res$ondents are read! to suggest Ama'on to their friends and famil!. And after Ama'on, (li$kart is leading in res$ondent+s suggestion o) "ith -.DK. And rests of them are ha%ing %er! minimum im$ortance and occu$ation in res$ondent+s o$inion. 47 OCCASIONS PREFERRE #" RESPONENT TO O SHOPPING


$ercent $ercent

(esti%als F 86 86 86

To gift D .D .D 8.D

Offers > BC.> BC.> F-.7 Lalid

Weddings B F.8 F.8

6

Others 8C -6 -6 866

Total F6 866 866

Tale .7 res$ondent is interested in u!ing $articularl! I*.:.*&' &commerce sites kno" "hen to and ho" to ca$ture customers. The timing of offers in e& commerce sites is /ust $erfect. %en though $eo$le don+t need them the! "ill $urchase ecause of tem$ting deals in a ro". More than B6K of $eo$le are doing online sho$$ing, "hen those e&commerce sites are offering so man! e)citing deals and offers. All the e&commerce sites are mo%ing their $a"ns com$etiti%e to each other, "hich lead customers in confusion. 410 RESPONENTS FACE PRO#LEM !ITH

ANVESHANA’S INTERNATIONAL JOURNAL OF RESEARCH IN REGIONAL STUIES, LA!, SOCIAL SCIENCES,



43 AIJRRLSJM


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ANVESHANA’S INTERNATIONAL JOURNAL OF RESEARCH IN REGIONA L STUIES, LA!, SOCIAL SCIENCES,



$ercent $ercent

@ela! in 8B -8.C -8.C -8.C

deli%er!

Product 86 8C.> 8C.> >B.F

damage

Lalid :hea$ *ualit! -7 C8.C C8.C FF.8

of a $roduct

Non deli%er! F 86

86 F.8

Other 7 8-.7 8-.7 866

Total F6 866 866

Tale .86 res$ondent trouled in $articular issue I*.:.*&' # (rom $roduct order to deli%er! of the $roduct its com$an!+s res$onsiilit! to fulfill customer+s re*uirements. :ustomers e)$ect "hat the! $aid for, if something ha$$ens the! "ill hesitate to $urchase again. (rom ao%e tale most of the res$ondents 1C8.CK2 are ha%ing $rolem "ith the $roduct *ualit! and after that the! are ha%ing $rolem "ith dela! of $roduct deli%er!.

411 RESPONENTS OPINION ON FLIP$ART CUSTOMER CARE

:umulati%e


Lalid Strongl! agree 88F.8 8F.8 8F.8 Agree

>> CF.8 CF.8 DC.> Neither agree nor 86 8C.> 8C.> F.D disagree

@isagree

7 8-.7 8-.7 78.C Strongl! disagree

D .D .D 866.6 Total

F6 866.6 866.6

Tale .88 res$ondent o$inion on (li$kart customer care I*.:.*&' # Res$ondents "ill choose e&commerce sites "hen the! are full! satisfied "ith their com$lete ser%ices. After $urchase also, com$an! ha%e to take res$onsile for customer+s re*uirement. (li$kart made its mark in customer+s heart. Res$ondents 1CF.8K2 of them are ha$$! "ith the (li$kart customer su$$ort.

This is actuall! a etter result to (li$kart, ecause $eo$le are $ositi%e to"ards it. 412 RESPONENTS OPINION ON FLIP$ART CUSTOMER CARE



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:umulati%e


Lalid Strongl! agree -8 >6.6 >6.6 >6.6

Agree

-B >B.F >B.F DB.F

Neither agree nor 8C -6.6 -6.6 B.F

disagree

@isagree

D .D .D 7C.>

Strongl! disagree C B.F B.F 866.6

Total

F6 866.6 866.6

Tale .8- res$ondent o$inion on Ama'on customer care I*.:.*&' Ama'on $ro%ed once again, that it "ill e al"a!s one ste$ ahead from the rest of the $la!ers in the market. Most of Ama'on customers 1>6K2 are %er! ha$$! and strongl! agree "ith customer su$$ort of Ama'on, "hich made Ama'on uneatale "inner ahead. (rom $re%ious tales "e understood customers are scared of damage of the $roduct and *ualit! of $roducts are ma/or issues to e considered. These arriers "ere not there in Ama'on ecause of its rand collaorations and its ama'ing $acking graed customer+s attention and made $eo$le lo!al to it. FININGS

(emale res$ondents are sho"ing more interest to do online sho$$ing than male res$ondents. :ustomers are $referring *ualit! $roduct from e&commerce sites, e%en it is it e)$ensi%e. (li$kart is tr!ing %er! hard to reach the to$ $osition ut Ama'on India is gi%ing %er! tough com$etition. Ama'on is leading in e%er! as$ect of sur%e! such as $rice, $referred and also suggesting to friends.

ndoutedl! (li$kart and Ama'on made their im$act on customers %er! strongl! and ca$tured lo!al customers. And the! are read! suggesting their online sho$$ing site to rest of their friends. 3oth (li$kart and Ama'on India ad%ertisings "ere %er! inno%ati%e and attracti%e. 3oth com$anies are e)$ending so much mone! on ad%ertising and $romotions. %er! age grou$ $eo$le are interested in offers, if the! are in need or not the! "ant to $urchase. SUGGESTIONS

(li$kart is $erforming ok ut not good enough. There are so man! cases "here $eo$le felt that $acking might ha%e een etter than this. ither it ma! e ig or small G e)$ensi%e or not $roduct has to e treated "ith care. Some of the $roducts mostl! a$$arel+s are turning out "ith original co%er of su$$lier, "hich sho"s negligence of them. In this issue Ama'on made a mark among us, ecause "hate%er the $roduct is their $acking "ill o%iousl! safe and secure.  CONCLUSION

The stud! consisted "ith all the "ork flo"s of ma/or e&commerce $la!ers in India, (li$kart and Ama'on. o" the! are $erforming and ho" the! are running $erfectl! in the com$etiti%e "orld has een e)$lained. ANVESHANA’S INTERNATIONAL JOURNAL OF RESEARCH IN REGIONAL STUIES, LA!, SOCIAL SCIENCES, JOURNALISM AN MANAGEMENT PRACTICES


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The inno%ati%e thinking of them to reach more and more consumers is a$$reciale. The! increased their net"ork as much as $ossile "ith ultimate aim of reaching more and more customers. The! made consumers "ork more eas! and comfortale. In this com$etiti%e market one has to e lead and rest "ill follo". 3ased u$on consumer+s sur%e! "e got our clear "inner and it is Ama'on. %en though it is an international com$an! it understood Indians %er! "ell and made its roots stronger in India. (li$kart is also gi%ing %er! tough com$etition to Ama'on e%en though it is ne" com$an! "hen com$ared to Ama'on. Ma! e it takes some time to o%ercome, ut definitel! the! are doing %er! "ell in Indian e&commerce market REFERENCES

J.& &/ :&:*. 0& commerce challenges# a case stud! of (li$kart.com %ersus Ama'on. in ! @r Priti Nigam 9Pros$ects of e&commerce in India = @+ Sharma and Mittal 1-6672 0&:ommerce in India&A Re%ie"4, International ournal of Marketing, (inancial Ser%ices 9 Management Research ! Ahi/it Mitra. 1-68>2. 4 &:ommerce or Internet Marketing# A 3usiness Re%ie" from Indian :onte)t4, International ournal of u& and e&Ser%ice, Science and Technolog! ! @..;angesh"ar. 1-68>2 0(inding the source of Ama'on.com# e)amining the h!$e of the earth+s iggest ook store4, ! Martin @odge. 187772

T* @? Marketing management ! $hili$ kotler, ke%in lane keller, araham kosh! and mithilesh"ar /ha.

A-COMPARATIVE-STUDY-BETWEEN-FLIPKART-AND-AMAZON-INDIA (1).rtf

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