A STUDY ON EXPECTATION AND EXPERIENCE

OF ONLINE SHOPPING FLIPKART :

INTRODUCING THE ONLINE SHOPPING :

The Online Shopping Customer Experience Study provides
insights into consumers online shopping behaviors and
preferences. Other online shopping surveys have focused on
purchase or web usability, but this particular survey bridges that
gap with a view of perceptions on customer experience from prepurchase through post-delivery. This study also provides a clear
picture of which shipping and post-purchase services enhance
customer experience.
Flipkart is an Indian e-commerce company headquartered in
Bangalore, Karnataka. It was founded by SACHIN BANSAL and
BINNY BANSAL 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 the major of all Cash on Delivery. The cash-on-delivery model
adopted by Flipkart has proven to be of great significance since
credit card and net banking penetration is very low in India.

KEY FINDINGS
While online shoppers are generally very satisfied, there is room
to improve their satisfaction related to shipping and returns. While
free shipping is a great motivator, drawing shoppers back to sites
to make repeat purchases and causing shoppers to recommend
an online retailer, consumers are willing to pay a nominal fee for
getting their product faster. When comparison shopping,

consumers take product price and shipping charges almost

equally into consideration.

OBJECTIVE :
To study the Online Shopping experience in flipcard in gorakghpur .
To study the factors affecting the Online Shopping behavior of consumer .
To identify their preferences towards different
websites in general.

e-shopping websites and the features of

To study perception of consumer and their satisfaction level towards online shopping .

RESEARCH METHODOLOGY:
Research methodology is a way to solve the research problem. It may be
understood as science of studying how research problem is done scientifically.
RESEARCH DESIGN:
Descriptive Research study is done for the study of consumer experience .
RESEARCH INSTRUMENT: Questionnaire
METHODS OF DATA COLLECTION:
PRIMARY DATA

Questionnaire techniques, & discussion with the respondents ,structured

questionnaire.
SECONDARY DATA
Magazines , websites, newspapers, and other such sources.
STATISTICAL TOOLS USED
PERCENTAGE METHOD
In this project percentage method test and used. The following is the Formula:
Percentage of Respondent = Number of Respondents x 100 /Total number of
Respondent
SAMPLING PLAN:
Sample Size : 100
Sampling Unit : students of University and
Sample Procedure : Random Sampling
Sampling Method : Questionnaire
Research Design : Descriptive research design
Survey Area : Gorakhpur