The Bhawanipur Education Society College

Rise of E-Commerce-
The Indian Scenario
The Success Story of Flipkart and Online Shopping

By:- Sanjeet Singh Dhanjal

 Rise of E-Commerce- The Indian Scenario

PROJECT REPORT
(Submitted for the Degree of B.com Honours in Accounting & Finance under the University of Calcutta)

RISE OF E-COMMERCE-
THE INDIAN SCENARIO

SUBMITTED BY
Sanjeet Singh Dhanjal
Registration No. 017-1121-0965-12
Studying in The Bhawanipur Education Society College
College Roll No. 0101121115

SUPERVISED BY
Prof. Supriya Pincha
for The Bhawanipur Education Society College

Submitted on the month of February of the year 2015

Page 1 of 37
 Table of Contents
Chapter-I Introduction.............................................................................................. 4
Literature Review........................................................................................................................................................6
Methodology.........................................................................................................................................................11

Objectives of the Study................................................................................................ 11

Scope of the Study..............................................................................................................................12

Sample Size................................................................................................. 13
Limitations of the Study............................................................. 14

Chapter-II Conceptual Framework/ National/ International Scenario. .15

Flipkart Success Story................................................................................................................................................15
Regional Market....................................................................................................................................................15
Flipkart Marketing Strategy..............................................................................................................................19

Future Road Map................................................................................................................................19

Chapter-III Presentation of Data & Analysis....................................................20

Findings............................................................................................................................................................29

Chapter-IV Recomendations..................................................................................31
Conclusion........................................................................................................................................................32

Bibliography/ References....................................................................................................................33

Questionnaires.......................................................................................... 34
Annexure I-A.............................................................................................................37

Annexure I-B.................................................................................................38
 ACKNOWLEDGEMENT
I take this opportunity to thank The Bhawanipur Education Society College for the
3 amazing years of my college life and being the best institution for pursuing the degree
of B.com (Hons.)
Special thanks to my supervisor in charge Prof. Supriya Pincha for guiding me in
making the project whole and complete and also in supporting me throughout the process.
Also I would like to thank my friends and family members who were supportive
and helpful in preparing this project work at various stages.
Will always remember making this project work and the knowledge I gained while
doing so. Concluding this with a heartiest thanks to my college and its faculty members
for always being there when the students needed it. Thank you.
 Introduction
What is E-Commerce ?
Electronic commerce, commonly known as E-commerce or eCommerce, is trading
in products or services using computer networks, such as the Internet. Electronic
commerce draws on technologies such as mobile commerce, electronic funds transfer,
supply chain management, Internet marketing, online transaction processing, electronic
data interchange (EDI), inventory management systems, and automated data collection
systems. Modern electronic commerce typically uses the World Wide Web for at least
one part of the transaction's life cycle, although it may also use other technologies such as
e-mail.
E-commerce businesses may employ some or all of the following:

 Online shopping web sites for retail sales direct to consumers

 Providing or participating in online marketplaces, which process third-party
business-to-consumer or consumer-to-consumer sales
 Business-to-business buying and selling
 Gathering and using demographic data through web contacts and
social media
 Business-to-business electronic data interchange
 Marketing to prospective and established customers by e-mail or fax
(for example, with newsletters)
 Engaging in pretail for launching new products and services

According to an Associated Chambers of Commerce and Industry of India

(ASSOCHAM) survey, the online retail market in India may grow to Rs.70 billion (over
$1.30 billion) by 2015 from Rs.20 billion in 2011 as internet access improves
 India has always been a land of great potential. The socioeconomic condition of the
country has improved many folds after independence and India is now emerging as one
of the leading countries in the world. Moreover with a population of over 100 crore and a
growth rate of above 6%, it can be compared to a marketing giant. Hence it can be well
judged why online shopping in India is rising at fast pace over the days. As technology is
spreading to the remotest villages and many job opportunities are presenting themselves
to the unemployed youth more and more people are gaining awareness and the money to
purchase expensive and luxurious items over the internet.

Online Shopping
Which company flashes in your mind first? Flipkart, Amazon, eBay etc.
Well, let us talk about the home-grown, Indian, e-commerce site ‘Flipkart’, also
considered as the Amazon of India

A Company which started with just 4 lakhs is now worth over more than 2000 crores
According to the data Flipkart has provided to Ministry of Corporate Affairs; the
company’s revenue in 2011–12 was $77 million (Rs. 500 crore). For the fiscal 2012–13,
their revenue is estimated to be $350 million. With this huge success flipkart is becoming
the fate of online retail in India. This paper attempts to throw light on the growth of
online retail business in India with special reference to flipkart (analyzing the consumer
feedback about the online business model of flipkart)

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 favourite 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. It’s that simple.
 Literature Review
“In online buying, the rate of diffusion and adoption of the online buying amongst
consumers is still relatively low in India. In view of above problem an empirical study of
online buying behaviour was undertaken. Base on literature review, four predominant
psychographic parameters namely, attitude, motivation, personality and trust were studied
with respect to online buying. The online buying decision process models based on all the
four parameters were designed after statistical analysis. These models were integrated
with business intelligence, knowledge management and data mining to design
Behavioural Business Intelligence framework with a cohesive view of online buyer
behaviour. For better understanding the factors of internet and consumer shopping
behaviour towards internet shopping, this chapter would provide academic research
reviews and relative ideas expressed in the literature that associated with this subject.
Furthermore, a number of hypotheses will be tested to answer the research questions that
mentioned already in the introduction. Due to the recent research shows the internet
shopping becomes a full and effective business model, therefore there are several studies
that already investigated more or less related on internet shopping and consumer
behaviour. In the following chapter, some point of view will be taken from literatures,
and needs careful review to achieve them as the basis of the subsequent research
investigation.” -Archana Shrivastava & Ujwal Lanjewar (2011)

Advantages of Online Shopping

1) Saves time: Online shopping saves us a huge amount of time. We can buy any
of our favourite products from our home only and need not visit the malls.

2) Cost Effective: The products can be bought at a much discounted rate by

shopping online. This is because online stores offer huge discounts and lucrative offers on
the purchase of each and every product. This is done to attract more customers from all
over the world.

3) Other Facilities: The products are freely shipped and delivered at our
doorstep without any extra charge. Moreover if we find them not suited to our purpose
we can return them without purchasing any time. Apart from that if we do purchase
these items
and find them to be defective then we can return them within fourteen days of the
purchase and we will get all the money back.

4) Shop any store worldwide: Never again be limited geographically. Many

merchants do not have physical stores in every state, and certainly not in every country.
When you shop online, you can browse through stores around the block or around the
globe! Discover amazing new items from exotic places that you perhaps have never even
heard of before.

5) Ship your gifts directly: When you order online, you can send gifts or even
have gift baskets delivered directly to their recipient. This means you can avoid long
waits at the post office and you can get your gift delivered faster. Many stores even
offer customized cards and gift wrapping to go along with your present.

6) Find items you might not see in stores: Since brick and mortar stores are
limited on space, merchants usually don’t carry all of the items they sell in store.
Online, you can find their entire inventory, along with many choices of colors, styles,
and even customization options. Shop on the Internet so you can find exactly what you
want.

7) No more waiting in line and pushing through crowds: Malls and retail stores
can be chaotic, especially during a big sale or a holiday season. Don’t stress yourself
out, just shop from home! You’ll never have to stand in a long checkout line or weave
your way through crowds just to get the items you want. Shop online and you can stay in
the comfort of your own home

8) The Internet never closes: You can shop anytime online 24 hours a day 7 days
a week. Online stores never close, so you never have to worry about making time to go
to the store. Online shopping is perfect for night owls or anyone who is just too busy to
make a trip to the store.

The act of buying things from websites and not shops certainly took a long time to
blend in with the shopping mind-set of the Indian customer. The current scenario is one,
which is witnessing a change in this mind-set. There have been many websites that have
been launched with the objective of selling products to customers.
 Products belonging to various product sectors are now being sold on these websites
and the range is quite a large one right from expensive laptops and LCD televisions to
mundane grocery items.
The frequency of B2C transactions has certainly increased over time in the Indian
subcontinent. There are many shopping websites, which are now witnessing a decisive
surge in traffic (this statement is being made while keeping in view the performance of
shopping websites in the last five years). With an increase in the number of persons
visiting these websites, they have also become ideal platforms for advertisements and
banners of different brands.

Online shopping in India, is certainly witnessing a period, which entails things such
as rising number of online sales and fantastic revenue and profit figures.

There have been many products, which have caught the fancy of online shoppers
and one of them is a handset. Handsets, irrespective of the brand, are being sold in
magnanimous numbers on different websites. All the major market players in the
telecommunications sector, FMCG sector, services, mobile sector etc. are doing quite
well with the sales that they are getting from this online platform. The money that is
earned is being put to good use by using it in the betterment of the respective R&D
departments.

Apart, from the businesses doing well, the customers are also given many fantastic
features. Some of them include things such as free gifts with every online purchase while
some involve special offers that are quite economical and affordable.
 Growth of online retailing in India

India e-commerce has grown at a compounded annual growth rate of 30% since
FY09, and is expected to be $18 billion (around Rs 1,116,00crore) opportunity by FY15.
The findings part of report: Indian Ecommerce-Tip of the Iceberg, by Macquire Equities
Research back this high growth rate on rising internet population, over 300 million
middle class population, increasing mobile penetration and low levels of e-commerce
activity.

“Compared to the west, India’s ecommerce industry is still in its infancy. E-

commerce contributes only 0.6% of the country’s GDP vs 1-3% for other countries, with
only 12% of India’s online population transacting online vs 64% for the US and over 50%
for China,” said AtulSoni and NitinMohta in the report. This growth will further be
accentuated by companies going in for public listing. In the Indian context, only two
internet-based companies are listed on the markets, including Infoedge, which runs
India’s largest job portal (naukri.com), and justdial, which is India’s largest local search
site.

The nature of Indian e-commerce is also different. Travel has the lion’s share of 71%
of Indian e-commerce, but e-tailing has grown the fastest, at a 59% CAGR between
FY09-13E, to reach 16% market share. Compared to the west, India’s ecommerce
industry is still in its infancy, but we believe that it may become a bigger part of the entire
retail universe than in the west.

“We believe that for many young Indians, Online shopping may become their primary
way to shop throughout their lives. Whenever significant opportunities such as e-
commerce present themselves, many market participants compete aggressively to try to
emerge as undisputed leaders to gain brand recognition and customer loyalty, and
oftentimes these players change their business model along the way to grow with the
market,” said the report.

METHODOLOGY
Research Design
 The type of design being used for making this project is Meta-Analysis Design.

Meta-analysis is an analytical methodology designed to systematically evaluate and

summarize the results from a number of individual studies, thereby, increasing the overall
sample size and the ability of the researcher to study effects of interest.

Statement of the Problem

The study is being conducted for Online Shopping in Kankurgachi Area of

Kolkata City only, to find out the customer preferences in choosing Flipkart. It is
required to find out the preferences based on certain aspects (Income, levels selection of
products, satisfaction level of customers).

Objectives

 To study the growth of online retail business in India.

 To explore the online business of model of Flipkart.

 To analyse the Customer Feedback of Flipkart over other available online

retail stores in India.

 To find out the mode by which the customer became aware of Flipkart

 To reveal the satisfaction level of the consumer

Need of the Project

Nowadays retail stores are facing more competition in retailing business. Good
store design increase the visiting of more customers in to the store and increase the store
goodwill, and price also plays major factor to use the customer giving preference and
selection of the store. And as industry research has shown, there is much need to know
the customer expectations, customer preferences and their store choice’s(features) and
we will find out solutions for designing effective store which will getting more customers
and getting more profits.

Scope of the Study

 Finding out the strengths and weaknesses of Flipkart

 Finding the number of future purchases

 Finding the customer satisfaction and their means of awareness of Flipkart

 Finding the perception among the competitors

 Finding out the perception of the customers about Flipkart

Data Collection Method

 Primary Data

Primary data was collected through the survey method (questionnaire observation
and interview) from the respondents. Observations regarding the rise of online shopping
trends. The questionnaire aimed at studying the customers preference and feedback for
the online shopping sites flipkart. Unstructured interview was conducted for some of the
respondents to find out the drawbacks of the online model of flipkart

 Secondary Data

Secondary data was collected thorough various websites and articles available on
the internet.

Sampling Size

Sample size: For the research the sample size of:-

 100 respondents were taken out of which 80% of the population are frequent users
of online shopping.

 The geographical area is limited within an area of Kankurgachi, Kolkata.

Sampling Procedure

To obtain the representative sample, a non-probability sample can be drawn. In this

study the method of selecting samples is Convenience sampling.

Tools

The tools used for analyzing data are rating method; graphs, pie charts etc.
Questionnaire is distributed to the individual respondents and special care has been taken
to make him/her feel comfortable so that, he/she could answer all the questions. This
method is followed to get unbiased answers.
Technique of Analysis

The data collected from the customer are transcripted to the worksheet in the form
of tally bars and analyzed by statistical tools by drawing tables and graphs, inferences
were drawn on a marketing concept and conversation. Based on the marketing concepts
findings of the research were driven and recommendations are made.

Limitation of the Study

It is not possible for any market study to make it accurate due to many hurdles in
the collection and computation of data. Some limitations of the study are listed below

 The sampling frame to conduct the study has been restricted to area near
Kankurgachi, Kolkata.

 Respondents show reluctance towards giving correct information.

 Findings of the study are based on the assumption that respondents have disclosed
in the questionnaire.

 Time was a major constraint.

 Conceptual Framework/ National and
International Scenario

Flipkart Success Story

When they were starting out, Sachin Bansal and Binny Bansal would get on a
motorbike to make the rounds of book warehouses across Bangalore, ride back to
their two-bedroom apartment and package orders for online customers.
It was a humble beginning for two former software developers for Amazon.com who set
out in 2007 to beat their one-time employer at its own game long before Amazon
entered India.

The firm's success mantra: employing technology for speedy and accurate delivery
to customers.

Sachin and Binny Bansal co-founded the e-commerce site in 2007 after resigning
from their jobs at Amazon India. With Rs. 4 lakh in seed capital and just the two of them
as employees, they were pouncing on a demand-supply gap in online bookselling. The
duo initially did everything, from programming, forging supplier relationships and book
procurement to logistics, packing and shipping. “It was a minimal start and a case of
figuring out things as they came,” Sachin recalls. “We started earning customer goodwill,
and what followed was phenomenal word-of-mouth publicity. We became profitable in
six months.”

In 2007, Flipkart started by offering 50,000 titles. Today, it offers four million. It
has 500,000 registered users, and has sold 750,000 books so far. Half the buyers have
returned to buy a second book.

There are websites that offer better discounts, but Flipkart plans to focus on
expanding logistics and adding value. “For now, we are not joining the pricing game. The
discounts and free shipping are possible because of our sales volumes, and low expenses
on overheads like rent — all of which we are passing on to the customer.” The cash-on-
delivery (COD) scheme for those who hesitate to pay online owing to security fears now
brings in 30 per cent of the revenue.
Flipkart also continually tweaks its website, for that is where customer satisfaction
first meets the technology. A preview of select pages from books will soon be up. Users
have been demanding a loyalty scheme, and that too is being worked out. A better search
engine, a simpler payment mechanism…the wish list stretches.

When you browse the website, add items to the shopping cart, and confirm your
order, you trigger Flipkart's automated communication system. It reads your postal
address code and routes the purchase order to one of the company's four warehouses — in
Mumbai, Delhi, Kolkata and Bangalore. If the book is not in stock, the nearest supplier is
automatically queried. When the book is available, it is packed and picked up by a courier
company within four to 24 hours. The book arrives at your address within one to three
days. According to Sachin, the company is “aiming at 24-hour delivery of most books
because that's what the customer seeks. In the future, a customer can order a book in the
morning and get it by evening.”

Regional Market
The company is also busy switching to selling music, movies, mobile phones and
game, besides books. Flipkart is also deepening its presence in book selling by targeting
the regional language book market, which has largely been untapped. “More books are
read in regional languages. It is tough to get a book supplier on board, but once that is in
place, this business will further explode,” says Sachin.

Things are easier said than done! To realize our dreams and that also in such a
grand manner is really a tough task. The founders of Flipkart have probably conquered
their dreams with the amazing success of Flipkart. Flipkart is something which has really
opened up the Indian e-commerce market and that also in a big way.

Flipkart began with selling books, since books are easy to procure, target market
which reads books is in abundance, books provide more margin, are easy to pack and
deliver, do not get damaged in transit and most importantly books are not very expensive,
so the amount of money a customer has to spend to try out one's service for one time is
very minimal. Flipkart sold only books for the first two years. Flipkart started with the
consignment model (procurement based on demand) i.e. they had ties with 2 distributors
in Bangalore, whenever a customer ordered a book, they used to personally procure the
book from the dealer, pack the book in their office and then courier the same. In the initial
months the founder's personal cell numbers used to be the customer support numbers. So,
in the start they tried their best to provide good service, focus on the website - easy to
browse and order and hassle-free, and strove hard to resolve any customer issues. Since
there were not any established players in the market, this allowed them a lot of space to
grow, and they did in fact grew very rapidly.

The company started from 2 employees and now has around 4500 employees.
Flipkart started with consignment model as discussed above, since most of the customer
issues like delivery delays etc. result from procurement model, the company started
opening its own warehouses as it started getting more investments. The company opened
its first warehouse in Bangalore and later on opened warehouses in Delhi, Kolkata and
Mumbai. Today the company works with more than500 suppliers. As on date more than
80% orders of Flipkart are handled via warehouses which helps in quick and efficient
service.

A humble beginning from books, Flipkart now has a gamut of products ranging
from: Cell phones, laptops, computers, cameras, games, music, audio players, TV's,
healthcare products, washing machines etc. etc. Still, Flipkart derives around 50% of its
revenue from selling books online. Flipkart is the Indian market leader in selling books
both offline and online, it enjoys an online share of around 80%. The electronic items
have a large number of players like Naaptol, Letsbuy, Indiaplaza, Tradus, Infibeam,
Yebhi etc. The electronic market share is distributed among them in different unknown
proportions.

India has around 13.5 crore internet users today where as the number of homes
with Cable and Satellite (C&S) television is 10.5 crore. The expected internet users will
reach a figure of 30 crore by 2014 and C&S homes are expected to be 14 crore by 2014.
Thus India has a tremendous internet growth and with the customers getting accustomed
to e-
commerce, the future of e-commerce sector is definitely rosy. An approximated 25 lac
people have transacted online this year, the number is all set to increase with time.
Also to mention most of the Flipkart customers use internet from PC's/Laptops to order
goods. The use of mobile internet is very less at the moment, but with the advent of smart
phones the use of mobile internet for e-commerce transactions will soar with time. India
has 8 crore mobile net users at the moment, the number is expected to swell to 22.5 crore
by 2014.

Factors that lead to the grand success of Flipkart

1) They always strove to provide great customer service. Flipkart customers are
happier than with some of their competitors like Tradus.in, Indiaplaza.com; I have myself
experienced this couple of times.

2) Their website is great, easy to use, easy to browse through the products, add
products to wish list or to a cart, get product reviews and opinions, pre-order products,
make payments using different methods, in short hassle- free and convenient.

3) A very important point is that they introduced the option of cash on delivery and
card on delivery, this way people demonstrated more confidence in buying products. An
interesting is that fact, today Flipkart sells 20 products/min and has a massive customer
base, still more than 60% of the Flipkart's customers use Cash on Delivery and card on
delivery methods. This is because of two reasons, one is many people do not know how
to make payments online. And secondly people do not have immense trust in e-commerce
in India. Flipkart also provides a 30 day replacement guarantee on its products and EMI
options to its customers for making payments.

4) Flipkart's reason of success is that it has a great customer retention rate, it has
around 15 lac individual customers and more than 70% customers are repeat customers
i.e. they shop various times each year. The company targets to have a customer base of 1
crore by 2015.
 Flipkart Marketing Strategy
Flipkart has been mostly marketed by word of mouth advertising. Customer
satisfaction has been their best marketing medium. Flipkart very wisely used SEO
(Search Engine Optimization) and Google Ad-words as the marketing tools to have a far
reach in the online world. Flipkart.com official Facebook page has close to 9 lac 'likes'.
Flipkart recently launched a series of 3 ads with the tag line - "No Kidding No worries".
Kids were used to create the adverts to send out the message - if a kid can do it, you can
also do it. The message is very clear to make people more comfortable with Flipkart, to
generate a great customer relationship and loyalty on the basis of great product prices and
excellent customer service. All in all to create a great customer experience.

Future Road Map

Going forward electronics will be given more focus. Flipkart has recently added a
string of electronic items like calculators, water purifiers, microwave ovens, washing
machines, dish washers, vacuum cleaners etc.

Flipkart has opened a music store which sells CD's and DVD's of movies' music
releases and music albums. Flipkart has also acquired Bollywood movie content from
Chakpak. Since digital media in going to rise in near future, Flipkart is geared up for the
same. Soon it will start offering digital content like movies and songs online, as in the
customers can pay and stream online digital content. Flipkart will also provide e-books
very soon.
 Presentation of Data &Analysis
On the basis of the answers received from the annexed questionnaire the following
analysis has been made.
Figure 1
35%
35%
30%
30%

25%

20%
Male
15% 12% Female
10%
8% 9%
5% 5%
0%
1%
0%
Age 16-24
Age 25-34
Age 35-49
Age 50+

The above Figure 1, shows the Age Group and Gender of the number of customers who
were taken as samples for the sample study. By analysing the same we could conclude the
following:-

 65% of the samples belonged to the age group of 16-24 years, which contained
35% male samples and 30% female samples.
 20% of the samples belonged to the age group of 25-34 years, which contained
12% male samples and 8% female samples.
 14% of the samples belonged to the age group of 35-49 years, which contained 9%
male samples and 5% female samples.
 1% of the samples belonged to the age group of 50+ years, which contained 1%
male samples and 0% female samples.
 Rise of E-Commerce- The Indian Scenario

Figure 2

Customer's Occupation
35%

35%
30%
26%
24%
25%
20%
15%
10% Customer's Occupation
10% 5%
5%

0%

The above Figure 2, show the occupation of customers who were taken as samples for
the sample study. By analysing the same we could conclude the following:-

 5% of samples were Professionals

 24% of samples were Self Employed
 26% of samples were from Service Sector
 35% of samples were students
 10% of samples were others

Page 20 of 37
 Rise of E-Commerce- The Indian Scenario

Figure 3

20
18
16
14
12
10
8
6 <200000
200000-500000
500000-1000000
Series 4

4
2
0

More than OnceOnce in 1-2 Once in 3-6 Once in 7-12

a MonthMonths Months Months

The above Figure 3, line graph shows the frequency of visits by the number of customers
who was taken as samples for the sample study with their monthly income. The following
table will show us the frequency of visits of customers belonging to various income
groups.
Frequency Monthly Income of the customers Total
Of Visits Number of
Frequency
of visits
<200000 200000- 500000- 1000000>
500000 1000000
More than 11 3 3 3 20
once a
month
Once in 1-2 7 4 3 3 17
Months
Once 3-6 18 12 5 5 40
Months
Once in 7- 6 9 5 3 23
12 Months

Page 21 of 37
Figure 4

Are you aware of Flipkart- an e-commerce

website ?

5%

Yes
No

95%

From the above Figure 4, it can be analysed that:-

 95% of the respondents are aware of Flipkart

 Only 5% do not know about it
Figure 5

Which Online Shopping website

do you prefer ?

Flipkart

20% Amazon
45%
10%
Snapdeal
10%
15%
Others

I do not use e-
commerce websites
The above Figure 5 shows the analysis of consumer’s choice of e-commerce website of
which:-

 45% respondents prefer Flipkart

 15% respondents prefer Amazon
 10% respondents prefer Snapdeal
 10% respondents prefer Others
 While 20% do not use e-commerce websites
Figure 6

Do you prefer online shopping ?

15%

Yes No
85%

From the above Figure 6, it can be concluded that

 85% of the population prefer online shopping

 While remaining 15% do not prefer online shopping, they prefer retail shopping.
Figure 7

Do you consider online shopping safe ?

10%

Yes
No

90%

The above Figure 7, clearly shows that:-

 90% of the respondents feel that shopping online is a safe affair

 While 10% among them are still conservative and avoid shopping online due
to fear of quality of products and payment options
Figure 8

First Experience with Flipkart

80%
80%
70%
60%
50%
40%
30% First Experience with Flipkart
20%
10%
15%
0%
3% 2%

ExcellentGoodAverageBad
The above Figure 8, shows that:-

 80% of the respondents show that they have excellent first time experience with
flipkart
 While 15% said they have overall good experience.
 The remaining said that they have average and bad experience while shopping first
time with flipkart.
Figure 9

Why do you prefer Flipkart over it's

competitors ?
60%
50%
50%
40%
30%
30%
Why do you prefer Flipkart
20%
15% over it's competitors ?

10% 5%

0%
Wide VarietyPrice Better Better
Efficient Service Quality

Above Figure 9, shows that when the respondents were asked that why they prefer
shopping on Flipkart over other shopping sites:-

 50% said that Flipkart provided them better and prompt service
 While 30 % among them said that they get wide variety of options on flipkart.
 Another 15% said that they get products in right price
 While remaining 5% said that they get better quality products.

.
Figure 10

Will you recoment Flipkart to your friends

and family ?

10%

Yes
No

90%

Above Figure 10 shows that:-

 90% among the respondents will recommend their friends and family members to
shop with flipkart
 While 10% among them said that they will not.
Figure 11

Any Drawbacks ?
95%
100%

80%

60%
Any Drawbacks ?
40%

20% 5%

0%
Yes No
Above Figure 11, shows that when they were asked to suggest any draw backs:-

 95% of the respondents said they feel no drawbacks in the functioning of Flipkart
 While 5% felt that there are still some drawbacks in Flipkart
Figure 12

Are you satisfied with Flipkart ?

15%

Yes No
85%

The above Figure 12, show how many respondents are satisfied with Flipkart, out
of which:-

 85% are satisfied

 Remaining 15% are not
 Findings
1) 90% of respondents feel safe in online shopping they have no fear and have started
shopping online while still 10% are hesitant of shopping online they are the late
majority type of customers who adopt the technology and advancement in later stage.
2) 85% of respondents prefer online shopping as they get variety of products of
good quality at one place while remaining respondents feel that they prefer shopping
in stores in which they get opportunity to physically observed the products and then
buy
3) Even though flipkart doesn’t have a big list of competitors but there are stores
which have grabbed attention of buyers namely Jabong, eBay, Myntra, Amazon,
Zovi
4) 80% of the respondents said that they have excellent first time experience
with flipkart while 15 % said they have overall good and remaining said that they
have average experience while shopping first time with flipkart
5) More than majority of respondents had an amazing first experience with the site
and prefer flipkart over its competitors due to the quick services, wide variety safety
reasons , cash on delivery facility, low prices and most importantly being an Indian
venture which as wide availability of products .
6) Respondents are satisfied by the business model of flipkart as it is a very
systematic organization
7) Flipkart is a very price efficient company because offers the products directly
from the manufacture and eliminates the profit margin of the mediators’ Products at
prices lower than the market price
8) The respondents is very satisfied with the homogeneous list and options
flipkart offers to its customers
9) More than 50% of the consumers feel that products of by flipkart are of excellent
quality, durable and worth the cost
10) Flipkart is a consumer friendly site and offers special after sale services
which includes replacement of goods in 7 days
11) Flipkart offers warranty for its goods, depending on the type of product. Flipkart is
very punctual in delivery their goods on time but a very small percentage of
respondents have faced problems regarding the timely delivery of goods. Similarly
regarding the return policy a small percentage of the respondents have faced delays but
the larger section of the respondents had a great experience regarding the returns policy
of the goods
12) On a scale of 10, Flipkart users have rated its behaviour 6 points to 9.5 points
depending on their personal experiences
13) Flipkart users are not hesitant in recommending the site to any friends
14) 2% of customers had a bad experience with flipkart, regarding the timely
delivery and the delay in return of goods, which is not a bad ratio and can be
improved further.
 Recommendations
1) As still in India large segment of population is untapped regarding the online
shopping the available online shopping stores can widen their market by getting
into expansion strategies
2) There is also need to remove the fear in the minds the customers regarding the
product quality, durability and payments etc. in online shopping
3) Wide expansion of internet facilities in rural areas can bring the more customers
for the online shopping sites
4) Through prompt service, wide variety and easy accessibility even consumers
from the remote areas can be tapped
5) As Indian consumers are much more cautious about shopping online as compared
to the West. They are reluctant to divulge credit card details. The cash on delivery
service has will help a lot of traditional consumers turn to online shopping
6) India’s e-commerce companies have far too often concentrated on the bells
and whistles instead of focusing on deploying and customizing technology to
serve customer needs, so their need more customer centric approach.
7) Calling facility to make an order and change an order as well as, Urgent delivery
with no extra cost service can add a cherry on the cake and would help flipkart
to perform even better than its competitors
 Conclusion
Online shopping is the new mantra of this age and the people of India are applying
this in their lives to a great extent nowadays. As we progress further, the growth rate of
online marketing in our country will leap to the stars. According to a research report —
State of e-commerce in India by Commerce for ASSOCHAM, “India’s Internet base, is
already the third highest in the world after China and the US, is growing by nearly 40%
every year”. Hence, the rise of online shopping in the Indian subcontinent has been
meteoric in the recent years. The number of shopping websites has increased and so has
the total number of persons who prefer shopping online

At the end it can be said that Flipkart has become the fate of online business in
India. The company is currently valued at around 1 billion dollars i.e. 5000 crore. More
importantly Flipkart has ushered in the e-commerce era in India. This has generated
massive interest in e-commerce sector; people are opening websites to sell anything from
shoes to apparels to jewels to baby care products etc. This has helped in creating a lot of
job opportunities and thus helps the Indian Inc. growth story as well.
 Bibliography/ References
Information and data related to the project has been taken from the sources below, special
thanks to the editors for making the task easier:-
1) www.sxccal.edu/msccs/ecommerce1.pdf
2) www.scribd.com/doc/172706499/Questionnaire-Flipkart#scribd
3) www.euroasiapub.org/IJRIM/Mar17/7.pdf
4) www.surveymonkey.com/s/K2VVBZY
5) libguides.usc.edu/content.php?pid=83009&sid=818072
6) marketingland.com/wp-content/ml-loads.2014/08/online-shopping-ecommerce-ss-
1920.png
7) www.wikipedia .org/wiki/E-commerce
8) www.flipkart.com/about-us
Questionnaire
Respected Sir/ Madam,
I am a student, pursuing B.com from The Bhawanipur Education Society College. I
am doing project on “Rise of E-Commerce- The Indian Scenario” about the success story
of Flipkart and Online shopping. I kindly request you to co-operate in my research study
by kindly filling up the following questionnaire.
1) Please tick the age group you belong to
16-24 [ ] 25-34 [ ] 35-49 [ ] 50 or above [ ]
2) Gender
Male [ ] Female [ ]
3) Please tick your occupation
Professional [ ]
Self Employed [ ]
Service [ ]
Student [ ]
 Others [ ]
4) Please tick your income range
Less than Rs.2 lakhs per annum [ ]
Rs.2 to Rs.5 lakhs per annum [ ]
Rs.5 to Rs.10 lakhs per annum [ ]
More than 10 lakhs per annum [ ]
5) Please tick your education as relevant
Post graduate [ ]
Graduate [ ]
Higher secondary school certificate [ ]
High School certificate [ ]
Less than 12 years in school [ ]
6) How frequently do you shop through e-commerce websites
 More than once a Month [ ]
Once in 1-2 Months [ ]
Once in 3-6 Months[ ]
Once in 7-12 Months [ ]
7) Are you aware of Flipkart– an ecommerce website
Yes [ ] No [ ]
8) Which is your most preferred e-commerce website
Flipkart [ ]
Amazon[ ]
Snapdeal [ ]
Others [ ]
I do not use e-commerce websites [ ]
9) How frequently have you used the ecommerce website for getting information
before shopping at a physical store
Always [ ]
Most Often [ ]
Often [ ]
Quite rarely [ ]
Rarely [ ]
Never [ ]
Product specifications [ ]
Price comparison among products [ ]
10) Tick all the product varieties that you generally prefer buying online
Clothing [ ]
Personal products (perfumes, beauty creams, razors, toothbrush) [ ]
Mobiles/ Tablets [ ]
Laptops and accessories [ ]
Cameras [ ]
Books [ ]
Digital products [ ]
11) Do you prefer online shopping?
Yes [ ] No [ ]
12) Do you consider online shopping safe?
Yes [ ] No [ ]
13) How was your first experience with Flipkart?
Excellent [ ]
Good [ ]
Average [ ]
Bad [ ]
14) Why do you prefer Flipkart over its competitors?
Wide Variety [ ]
Price Efficient [ ]
Better Service [ ]
Better Quality [ ]
15) Will you recommend Flipkart to your friends and family members?
Yes [ ]
No [ ]
16) Are you satisfied with Flipkart?
Yes [ ] No [ ]
17) Do you find any draw backs in Flipkart?
Yes [ ] No [ ]
ANNEXURE-IA
Supervisor’s Certificate
This is to certify that Mr.Sanjeet Singh Dhanjal a student of B.com Honours in
Accounting & Finance of The Bhawanipur Education Society College under the
University of Calcutta has worked under my supervision and guidance for his Project
Work and prepared a Project Report with the title Rise of E-Commerce- The Indian
Scenario which he is submitting, is his genuine and original work to the best of my
knowledge.
Name: Prof. Supriya Pincha
Name of the College: The Bhawanipur Education Society College
Designation:
Signature:
Place:
Date:
ANNEXURE-IB
Student’s Declaration
I hereby declare that the Project Work with the title Rise of E-Commerce- The
Indian Scenario submitted by me for the partial fulfilment of the degree of B.com
Honours in Accounting & Finance under the University of Calcutta is my original
work and has not been submitted earlier to any other University for the fulfilment of the
requirement of any course of study.
I also declare that no chapter of this manuscript in whole or in part has been incorporated
in this report from any earlier work done by others or by me. However, extracts of any
literature which has been used for this report has been duly acknowledged providing
detailed of such literature in the references.
Name: Sanjeet Singh Dhanjal
Address: 90, Phears Lane, Bowbazar, Kolkata- 700-012
Registration No: 017-1121-0965-12
Signature:
Place:
Date: