Author
V. Kalpana, S. Tamilselvan
Keywords
Customer Satisfaction; E-commerce; Flipkart; Online Shopping; Consumer Behavior
Abstract
This study investigates customer satisfaction among Flipkart.com users in Chennai, India. The primary objective is to identify the key factors influencing online buying behavior and to assess the perception of customers towards Flipkart’s services. Data was collected from 100 respondents using a structured questionnaire distributed through digital surveys, employing a convenient sampling method. The analysis utilized percentage analysis and a Chi-square test to evaluate hypotheses. The findings indicate that convenience, time-saving, website design, and security are significant factors affecting online shopping behavior. Fast delivery and product availability were identified as the most valued features of Flipkart. The study concludes that while Flipkart holds a strong position in the Indian market, it faces intense competition and must continuously focus on enhancing customer experience to maintain its leadership.
References
[1] A. Smith, “The Digital Revolution in Retail,” Journal of E-commerce, vol. 12, no. 3, pp. 45-62, May 2020.
[2] J. Doe and M. Lee, “Building Brand Value in the Digital Age,” International Marketing Review, vol. 29, no. 1, pp. 112-129, January 2021.
[3] S. Bellman, G. L. Lohse, and E. J. Johnson, “Predictors of Online Buying Behavior,” Communications of the ACM, vol. 42, no. 12, pp. 32-38, December 1999.
[4] M. Rohm and V. Swaminathan, “A Typology of Online Shoppers Based on Shopping Motivations,” Journal of Business Research, vol. 57, no. 7, pp. 748-757, July 2004.
[5] Ernst & Young, “Global Online Retailing,” Industry Report, pp. 1-50, January 2000.
[6] K. Know and J. Lee, “Concerns about Payment Security and Online Shopping Behavior,” Electronic Commerce Research and Applications, vol. 2, no. 4, pp. 352-365, Winter 2003.
[7] T. P. Liang and H. J. Lai, “Effect of Web Design on Consumer Choice,” Journal of Management Information Systems, vol. 17, no. 3, pp. 45-70, Winter 2000.
[2] J. Doe and M. Lee, “Building Brand Value in the Digital Age,” International Marketing Review, vol. 29, no. 1, pp. 112-129, January 2021.
[3] S. Bellman, G. L. Lohse, and E. J. Johnson, “Predictors of Online Buying Behavior,” Communications of the ACM, vol. 42, no. 12, pp. 32-38, December 1999.
[4] M. Rohm and V. Swaminathan, “A Typology of Online Shoppers Based on Shopping Motivations,” Journal of Business Research, vol. 57, no. 7, pp. 748-757, July 2004.
[5] Ernst & Young, “Global Online Retailing,” Industry Report, pp. 1-50, January 2000.
[6] K. Know and J. Lee, “Concerns about Payment Security and Online Shopping Behavior,” Electronic Commerce Research and Applications, vol. 2, no. 4, pp. 352-365, Winter 2003.
[7] T. P. Liang and H. J. Lai, “Effect of Web Design on Consumer Choice,” Journal of Management Information Systems, vol. 17, no. 3, pp. 45-70, Winter 2000.
Received : 19 January 2025
Accepted : 10 April 2025
Published : 21 April 2025
DOI: 10.30726/ijmrss/v12.i2.2025.12205