Authors: Mr.Sanjay.V.A, Mr.Nithish Kumar, Mrs.Chithra.B
Abstract: The rapid expansion of e-commerce in India has significantly influenced consumer buying behavior, transforming traditional retail practices into digital-first experiences. Flipkart, one of India’s leading online shopping platforms, has played a crucial role in shaping customer expectations regarding price, convenience, delivery speed, and service quality. This study aims to analyze customer perception and preference towards Flipkart’s online shopping services. The research examines various factors including product quality, pricing strategies, delivery performance, payment security, customer service efficiency, return policies, and overall satisfaction. The study is based on both primary and secondary data. Primary data was collected through a structured questionnaire distributed among 100 Flipkart users using convenience sampling. Secondary data was gathered from books, journals, research articles, and credible websites. The findings indicate that most customers prefer Flipkart due to competitive pricing, wide product assortment, reliable delivery services, secure payment systems, and attractive promotional offers. However, certain issues such as delayed refunds, product return complications, and slow customer service response remain areas of concern. The study concludes that while Flipkart maintains a strong positive image among customers, continuous improvements in service quality and customer relationship management are essential to sustain long-term customer loyalty in the highly competitive Indian e-commerce market.
DOI: http://doi.org/10.5281/zenodo.20642663
