Ankit Sharma
Dr. A.C. Shukla
Ms. Ekta Tripathi
Abstract
The number of internet users in india has been gradually growing and this growth has provided the opportunities for global and regional ecommerce. This number is expected to touch 12crores users by the end of 2017 and 32crores by the end of 2020, as internet penetration increases and ecommerce becomes more secured. The effects of E-commerce are already seen in all areas. An attempt has been made to critically examine the comparison of customer friendliness of two big e-tailers and those are Flipkart and Snapdeal. A comparative study of Customer friendliness between Snapdeal and Flipkart delivers the information about the factors that has more impact on customer friendliness level to succeed in e-commerce market. This paper is an attempt to analyze customer friendliness level of Flipkart and Snapdeal. The primary data was collected. 30 samples are collected from customer for each e-tailer through a structured questionnaire. Data were analyzed through simple statistical methods like SPSS. The major findings of the study is that flipkart has more customer friendly environment and processes like payment system, faster logistics, easy buying process, easy return and refund policies, customer service, quality of products, Wide range of products and offers more deals and promotion on products like Big Billion day, so that customer has more trust on flipkart and they are always willing to purchase from flipkart rather than other e-tailers.
Keywords- E-commerce, Flipkart, Snapdeal, E-Retailing, Customer, Online Marketplace, Statistical Package for the Social Sciences (SPSS).