Comparative Study on Customer Satisfaction be...

Comparative Study on Customer Satisfaction between Amazon and Flipkart

Author Name : Mahi Srivastava, Mr. Ajit Sharma

ABSTRACT

Customer satisfaction is a critical factor that drives the success of e-commerce companies. Amazon and Flipkart are two of the leading e-commerce platforms in India, with a substantial customer base. This study aims to compare and analyze the level of customer satisfaction on Amazon and Flipkart.

The study utilizes a mixed-methods approach, including both qualitative and quantitative methods. The data collection involved online surveys and interviews with customers who have used both platforms. The survey questions covered various aspects of the e-commerce experience, including website interface, product range, and pricing, delivery, and customer service.

The results of the study indicate that Amazon and Flipkart are both highly regarded by their customers. However, Amazon has a slight edge in terms of overall customer satisfaction. Customers cited Amazon's fast delivery, extensive product range, and superior customer service as some of the key factors that contribute to their satisfaction.

On the other hand, Flipkart was praised for its user-friendly interface and attractive pricing. The study also found that customers who shop on both platforms tends to prefer Amazon for high-value purchases and Flipkart for low-value purchases.

Overall, the study suggests that both Amazon and Flipkart have their unique strengths, and customer satisfaction levels are high on both platforms. However, to maintain their market position, both companies need to continue to improve their services and address any customer concerns promptly.

Keywords: Customer satisfaction, loyalty, customer expectation, pricing strategy, service, online retailing, e commerce, online shopping, market strategies