FIELD STUDY REPORT

On

“Measuring of Customer Satisfaction and

Availability of Several Stuffs at the Web
Portal of Flipkart”

Towards partial fulfillment of

Bachelor of Business Administration (BBA)
School of Management, Babu Banarasi Das University, Lucknow

Submitted by
Priyansh Srivastava
BBA 3rd Semester
Roll No- 1170671257
Session 2018-2019

School of Management

Babu Banarasi Das University

Lucknow
 Declaration

I hereby declare that the field work entitled of “Measuring of Customer

Satisfaction and Availability of Several Stuffs at the Web Portal of Flipkart”

submitted to the BABU BANARASI DAS UNIVERSITY, Lucknow is a record of an

original work done by me under the guidance of Mr. Himashu Pandey (College Guide)

and this field study report is submitted in the partial fulfillment of Bachelor in Business

Administration.

Priyansh Srivastava
 Acknowledgement

Achievement is finding out what you would be then doing, what you have to do. The

higher the summit, the harder is the climb. The goal was fixed and we began with a

determined resolved and put in ceaseless sustained hard work. Greater challenge, greater

was our effort to overcome it.

This Filed Study project work, which is my first step in the field of professionalization,

has been successfully accomplished only because of my timely support of industry guide.

I would like to pay my sincere regards and thanks to those, who directed me at every step

in my Filed Study project work.

I take this opportunity to extend my sincere gratitude and profound obligation towards

report guide Mr. Himashu Pandey for giving me valuable suggestions & guidance

rendered to me throughout the Filed Study project without their encouragement and

continuing support, this Filed Study project would not have been possible.

I am highly thankful to other faculty members whose able guidance in this project makes

my way simple & easy.

(Priyansh Srivastava)
 Preface
Filed Study Report is an important part of the Management studies. It bears immense

important in the field of Business Management. It offers the student to explore the

valuable treasure of experience and an exposure to real work culture followed by the

industries and thereby helping the students to bridge gap between the theories explained

in the book and their practical implementations.

Filed Study plays an important role in future building of an individual so that

we can understand the real world in which he has to work in future. The theories greatly

enhance our knowledge and provide opportunities to blend theoretical with the practical

knowledge where researcher gets familiar with certain aspect of research. I feel proud to

get myself to do field study at topic “Measuring of Customer Satisfaction and

Availability of Several Stuffs at the Web Portal of Flipkart”.

(Priyansh Srivastava)
 TABLE OF CONTENT

1. Introduction 1
2. Company Profile 4
3. Research Objectives 5
4. Research Methodology 6
5. Data Analysis 8
6. Findings 21
7. Suggestions 22
8. Conclusion 23
9. Bibliography 24
10. Annexure 25
Introduction
 Introduction
The Internet, as a mean for both firms and individuals to conduct business, is

nowadays one of the most widely used non-store formats.With popular trends and

demands the concept of the Internet as the way forward to increase profit margins,

companies new and old are creating websites here and there. The significance for

retailers to having a web site is that a web site is informational and transactional in

nature, as the web site can be used for advertising and direct marketing; sales;

customer support and public relations.It has been more than a decade since business-

to-consumer E-commerce first evolved. Scholars and practitioners of electronic

commerce constantly strive to gain an improved insight into consumer behaviour in

cyberspace.

Internet is changing the way consumers shop and buy 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.

Companies also use the Internet to convey, communicate and disseminate

information, to sell the product, to take feedback and also to conduct satisfaction

surveys with customers. 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 theproduct from a particular store. Many experts are

optimistic about the prospect of online business.

A brand is the idea or image of a specific product or service that consumers connect

with, by identifying the name, logo, slogan, or design of the company who owns the
idea or image. Branding is when that idea or image is marketed so that it is

recognizable by more and more people, and identified with a certain service or

product when there are many other companies offering the same service or product.

Advertising professionals work on branding not only to build brand recognition, but

also to build good reputations and a set of standards to which the company should

strive to maintain or surpass. Branding is an important part of Internet commerce, as

branding allows companies to build their reputations as well as expand beyond the

original product and service, and add to the revenue generated by the original brand.

Initially, Branding was adopted to differentiate one person's cattle from another's by

means of a distinctive symbol burned into the animal's skin with a hot iron stamp, and

was subsequently used in business, marketing and advertising.

 COMPANY PROFILE
FLIPKART.COM

Flipkart is an Indian e-commerce company headquartered in Bangalore, Karnataka. It

was founded by Sachin Bansal and BinnyBansal in 2007. In its initial years, Flipkart

focused on online sales of books, but it later expanded to electronic goods and a

variety of other products. Flipkart offers multiple payment methods like credit card,

debit card, net banking, e-gift voucher and Cash on Delivery.

Flipkart went live in 2007 with the objective of making books easily available to

anyone who had internet access. They’re present across various categories including

movies, music, games, mobiles, cameras, computers, healthcare and personal

products, home appliances and electronics – and still counting!

With over 11.5 million book titles, 11 different categories, more than 2 million

registered users and sale of 30000 items a day, they’re one of the leading e-commerce

players in the country.

Their success is largely due to their obsession with providing customers a memorable

online shopping experience. Be it Cash on Delivery, a 30-day replacement policy,

EMI options, free shipping - and of course the great prices that they offer. Then there's

dedicated Flipkart delivery team that works round the clock to personally make sure

packages reach on time. For now they're present in 27 lucky cities, but don't worry,

plans are underway to spread to many others.

 OBJECTIVE OF THE STUDY

 To study the online shopping behavior of customers.

 To study the factors influencing online shoppers and consumers.

 To study the customer’s level of satisfaction with regard to online shopping.

 To examine whether customers prefer online shopping to physical stores.

 RESEARCH METHODOLOGY

Methodology is the systematic, theoretical analysis of the methods applied to a field

of study. ... Typically, it encompasses concepts such as paradigm, theoretical model,

phases and quantitative or qualitative techniques. A methodology does not set out to

provide solutions - it is, therefore, not the same as a method.

Research design -The research design refers to the overall strategy that you choose

to integrate the different components of the study in a coherent and logical way,

thereby, ensuring you will effectively address the research problem; it constitutes the

blueprint for the collection, measurement, and analysis of data.

Descriptive research is a study designed to depict the participants in an accurate way.

More simply put, descriptive research is all about describing people who take part in

the study.

Universe- Lucknow

Sample Area – Chinhat and BBD Campus, Lucknow

Sample Size- 50

Sample Design: A sample design is made up of two elements. Sampling method.

Sampling method refers to the rules and procedures by which some elements of the

population are included in the sample. Some common sampling methods are simple

random sampling , stratified sampling , and cluster sampling .

Judgmental Sampling Design: Judgmental sampling design is usually used when a

limited number of individuals possess the trait of interest. It is the only viable
sampling technique in obtaining information from a very specific group of people. It

is also possible to use judgmental sampling if the researcher knows a reliable

professional or authority that he thinks is capable of assembling a representative

sample.

Sample Unit: Individuals

Data source- Primary data & Secondary Data

The two main sources of data for the present study have been primary data and

secondary data.

1. Primary Data:

Primary data consists of original information collected for specific purpose.

The primary data for this research study was collected through a direct survey with

the viewers guided by a structured questionnaire. The questions were structured and

direct as to make viewers understand easily.

2. Secondary Data:

Secondary data consists of information that already exists somewhere,

having been collected for specific purpose in the study. The secondary data for this

study collected from various books, company websites, and from company

brochures.

Data Collection Tools: Questionnaire

A questionnaire is a research instrument consisting of a series of questions and other

prompts for the purpose of gathering information from respondents. Although they are

often designed for statistical analysis of the responses, this is not always the case.
 Data Analysis
Q1. To know the age of the respondents?

Age Respondents %of respondents

15-20 16 32
20-25 24 48
25-30 7 14
30& above 3 6
Total 50 100

Respondents
15-20 20-25 25-30 30& above

14.00% 6.00% 32.00%

48.00%

INTERPRETATION
The above diagram shows us the percentage in the age of respondents. As it shows that
from age 15-20 the number of respondents are32 % and from age of 20 -25 it is 48 %
and from 25-30 it is 14% this is the above data which is shown by the this pie chart.
Q2 To know the gender of the respondent
Gender Respondents %of Respondents

Female 43 86
Male 7 14
Total 50 100

Respondents

14.00%
Female
Male

86.00%

INTERPRETATION

As our respondents are mostly from the students and professional in Lucknow city who
uses cards. I use to get more data from males as they were ready to give their
experiences, it this graph itself is showing more percentage of males rather than
females, the percentage of male respondents is 86% and percentage of female
respondents is only 14%.
 Q3 TO KNOW THE DEMOGRAPHY WHETER RESPONDENT LIVE IN
RURAL OR URBAN AREA.

Address Respondents %of Respondents

Rural 12 24
Urban 38 76
Total 50 100

Respondents

Rural
Urban

INTERPRETATION

The above diagram is showing the percentage of demography of respondents and what
is the percentage of respondents who lives in rural or urban region, the above diagram is
showing that 76% of the respondents are from urban areas and 24% of the respondents
are from rural area.

Q4 TO KNOW THE OCCUPATION OF THE RESPONDENTS

 Occupation No of respondents %of Respondents

Student 40 80
Professional 4 8
Govt.employee 0 0
Self employed 4 8
Others 2 4
Total 50 100

No of respondents

Student
Professional
Self employed
Others

Figure 4.4

INTERPRETATION

This graph help us to know the occupation of the respondents, this is to know that
which segment of people are buying more products on the internet whether they are the
segment of students government employees or professional, the above graph shows that
the segment of the students i.e. 80% of the students are using internet and use to buy
online products.
 Q5. TO KNOW THE MONTHLY INCOME OF THE REPONDENTS?

Income respondents %of respondents

Less than 5000 30 60
5000-10000 11 22
10000-15000 7 14
15000-40000 2 4
40000 & above 0 0
total 50 100

respondents

Less than 5000

5000-10000
10000-15000
15000-40000

INTERPRETATION

This above graph shows the percentage of monthly income of the different
respondents, and it show that less than 10000 income respondents have buyed more
online products because most of them are students and they use to buy gadgets,
mobiles and laptops.
Q6 TO KNOW WHAT MOTIVATES PEOPLE TO DO ONLINE SHOPPING

What motivates you to Buy online Respondents % of Respondents

Easy payment 18 36
No hidden cost 3 6
Wide range of products 5 10
No travel to shop 24 48
Total 50 100

Respondents

Easy payment
No hidden cost
Wide range of products
No travel to shop

INTERPRETATION

This graph shows us what motivates the people to buy internet, as from above result we
found out that no travel to shop is the main thing which motivates the people to buy
products online.
 Q7 TO KNOW WHETHER CONSUMERS ARE GETTING COMPETITIVE
PRICE

Do you feel that the online marketers respondents % respondents

Are providing competitive prices

Yes 33 66
No 14 28
Cant, say 3 6
Total 50 100

respondents

Are providing competitive

prices
Yes
No
Cant, say

INTERPRETATION

This diagram shows us that whether online marketers are giving competitive price or
not and result which is came is that most of the people thought that online marketers are
providing competitive prices than physical stores. And result shows 66% of people say
that it provides competitive prices and only 28% people says no.
 Q8 what products do you buy online

What products you buy on internet Respondents % Respondents

Cloths 36 72
Mobile 7 14
computer and accessories 4 4
Others 3 3
Total 50 100

Respondents

Cloths
Mobile
computer and accessories
Others

INTERPRETATION

The above graphs gives result that most of time people use to buy cloths 72%.
 Q9. DO YOU FEEL THAT ONLINE SHOPPING IS BETTER THAN
SHOPPING AT PHYSICAL STORE

Do you feel that online shopping is Respondents % Respondents

better than shopping at physical brick
mortar store
Yes 30 60
No 15 30
Cant ,say 5 10
Total 50 100

Respondents

Yes
No
Cant ,say

INTERPRETATION

After analyzing the above graph shows that the people are in favour of that online
shopping is better than physical store, The percentage of people who says online
shopping is better is 60% and the people who says it not good is 30 %. Still the
percentage of people who says yes is more than other who says no.
 Q10. WHICH OF THE FOLLOWING STORES HAVE YOU VISITED

Which of the following stores have you Respondents % of Respondents

visited online

Flipkart 20 40
Snapdeal 17 34
Amazon 6 12
Myntra 3 6
Others 4 8
Total 50 100

Respondents

Flipkart
Snapdeal
Amazon
Myntra
Others

INTERPRETATION

This graph shows that 40% people use to visit Flipkart for online shopping,34% use to
go at snapdeal because % of people who buys cloths is more than any other products so
people mostly visits Flipkart, 12 % people do at Amazon shopping and for other people
use to visit at Best Buy and others.
 Q11 WHAT FACTORS HELP YOU TO DECIDE WHICH SITE TO USE
FOR ONLINE SHOPPING?

What factors help you to decide which respondents % of respondents

site is use for online shopping
Search engine 9 18
Personal recommendations 5 10
Special offers on sites 10 20
Online advertising 16 32
TV advertising 8 16
Others 2 4
Total 50 100

respondents

Search engine
Personal recomdations
Special offers on sites
Online advertising
TV advertising
Others

INTERPRETATION

This diagram shows us what affects people to buy products on internet and it shows that
32% people came to know about shopping sites through online advertisements. And
they attracted towards it and start getting products from there. And 20% people decision
is affected by special offers by the offers and the discounts given by the sites.
 Q12 HOW YOU MAKE YOUR PAYMETS ON THE INTERNET

How do you make your payments respondents %of

online respondents
Credit card/ debit card 10 20
Bank transfer 5 10
COD 30 60
Other 5 10
Total 50 100

respondents

Credit card/ debit card

Bank transfer
COD
Other

INTERPRETATION

This diagram shows that mostly people uses COD to pay their payments 60% people,
10% through bank transfer and 20% through Credit Card.
 Q13. HAVE YOU FACE ANY PROBLEMS WHILE SHOPPING ONLINE

Have you any problems while shopping online respondents % of respondents

Yes 14 48
No 30 28
can’t say 1 14
Total 50 100

respondents

Yes
No
cant say

INTERPRETATION

This graph shows that whether people faces any problem while doing online shopping
or not and the result shows that 48% people says that they have faced problem while
buying online and 28% people says that they don’t face any problem and 14 says that
we can’t say.
 Findings

 Researcher found that most of the time youngster who are from the age of 20-

25 shops a lot on the net rather than other age limits. People used to do online

shopping because of its convenience.

 The three factors that were found show a significant in influencing online

shoppers and consumers. The general distribution showed that the price was

the primary factor for the entire sample population, and that second factor was

trust was closely followed by convenience.

 Researcher segments the respondents through different variables found that a

segment were mainly trust oriented and the respondents had a high positive

attitude towards purchasing cloths online.

 Other was mainly price and convenience oriented therefore took the most

consideration to the opinions and experiences of the Reference groups. As they

low disposable income and were somewhat convenience oriented when

acquiring information about low prices, chose to label them price easers.

 The main thing which is very common in the most of the people about online

shopping is its risk of privacy i.e. hacking of account number getting

passwords and all.

 RECOMMENDATION

 As came to know after researching on this topic researcher recommend that,

the online sellers have to make their payment transparent, and as people are

coming on their sites and they are buying their products.

 Retailers have to give more discounts to their customers so that they can visit

again and again to their site and it also helps to make people more aware about

the low rick shopping of the net.

 Transaction of money is very slow they have to make it fast so that customer

dont have to face much problem to pay for the product, if customer is going to

face some problem he is not going to visit our site and buy products.

 The online advertisement must made for products in other website must have

direct link for purchasing site.

 The retailers must make sure that their website is out of malwares and virus

attacks.

Following implications should be followed

 Discount price

 A transfer and reliable retailer

 Fast transactions

 Focus on customer satisfaction

 CONCLUSION

Increased Internet penetration, a hassle free shopping environment and high levels of

Net savings see more and more Indians shopping online. But at the same time the

companies need to reduce the risks related to consumer incompetence by tactics such

as making purchase websites easier to navigate, and introducing Internet kiosk,

computers and other aids in stores. The goal is not to convert all shoppers to online

purchasing, but to show them its an option. In addition to above, efforts need to be

taken to educate the online buyers on the steps that need to be undertaken while

making an online purchase. Moreover, the feedback of an online buyer should be

captured to identify flaws in service delivery. This can be done through online

communities and blogs that serve as advertising and marketing tools and a source of

feedback for enterprises. I found that it is a challenge for E-marketers to convert low

frequency online buyers into regular buyers through successful website design and by

addressing concerns about reliable performance. Thus, the online retailing raises more

issues than the benefits it currently offers. The quality of products offered online and

procedures for service delivery are yet to be standardized. Till the same is done, the

buyer is at a higher risk of frauds.

 Bibliography
Books
 Kotler, P (2002),”Marketing Management”, Millennium Edition, Tenth

Edition, Prentice Hall, Inc, A Pearson Education Company, Upper Saddle

River, New Jersey ,pp.

 Hair, Joseph, F., Anderson, Rolph, E. and Tatham Ronald, L.

(1987),Multivariate Data Analysis, New 'fork: MacMillan Publishing

Company.

 Helen Woodniffe (1997), "Financial Sewices Marketing", Services

Marketing,Macmillion, Delhi.

 Hill, N., (1996), Hanbook of Customer Satisfaction Measurement, Gower

Press, Aldershot, UK.

Websites:
1) http://analogik.com/article_analysis_of_consumer_behaviour_online.asp [27april
2010]

2) http://www.essays.se/essay/e1fb0c636f/ [13april 2010]

3) http://www.tealeaf.com/Harris/[12april]

4)http://inderscience.metapress.com/app/home/contribution.asp?
referrer=parent&backto=is
sue,2,6;journal,15,40;linkingpublicationresults,1:110844,1[11april 2010]

5)http://www.inderscience.com/search/index.php?
action=record&rec_id=32383&prevQuer y=&ps=10&m=or1m[12 may 2010]
 Questionnaire

1. Age : _____________________
2. Gender: ______________________
3. Live In Rural OR Urban Area:_____________________
4. Occupation
a) Student
b) Professional
c) Govt. employee
d) Self employed
e) Others

5. Monthly Income
a) Less than 5000
b) 5000-10000
c) 10000-15000
d) 15000-40000
e) 40000 & above

6. What motivates you to buy online?

a) Easy Payment
b) No Hidden Cost
c) Wide Range of products
d) No travel to shop

7. Do you feel that the online marketers Are providing competitive prices?

a) Yes
b) No
c) Cant, say
8. What products do you buy online?

a) Books
b) Music
c) Cloths
d) Mobile
e) Computer & Accessories

9. Do you feel that online shopping is better than shopping at physical

store?

a) Yes
b) No
c) Cant ,say

10. Which of the Following Stores Have You Visited?

a) Flipkart
b) Snapdeal
c) Amazon
d) Myntra
e) Others

11. What factors help you to decide which site to use for online shopping?

a) Search engine
b) Personal recommendations
c) Special offers on sites
d) Online advertising
e) TV advertising
f) Others
12. How You Make Your Payments on the Internet?
a) Credit card/ debit card
b) Bank transfer
c) COD
d) Other

13. Have You Face Any Problems While Shopping Online?

a) Yes
b) No
c) can’t say