Empirical Investigation of Customer Experience and Services Quality towards Amazon and Flipkart Shopping Sites

Abstract

Online shopping means electronic commerce. Consumers buy products over the internet using a web browser or mobile applications. In the modern technology, most companies rely on electronic shopping for attracting new and existing customers. Amazon is the most popular and trustworthy website in online shopping. Amazon has offered a wide range of products to customers. Amazon and filpkart is the most famous website used by customers for the purchase of products or brands In this connection this study aims to highlight the demographic profile of Amazon/ flipkart shopping customers and analyzes the customer satisfaction level related goods and services provided by the Amazon/ filpkart shopping and also customer experience in quality of services provided by Amazon and Flipkart shopping. The present study has been collected from primary data was collected on the basis of questionnaire, the population or sample size for study was only 150 customers of Amazon online shoppers. Finally this study results majority of the customers are opined that Amazon/ filpkart are the major digital shopping sites used to buy the different categories of product and good quality of products and customer satisfaction is based on the price, quality, offers, discounts, fast delivery, secured payment, and return policy of the product, these are major good customer experience in using Amazon/filpkart online shopping sites at Mysore City.