A STUDY ON CONSUMER SATISFACTION SURVEY ON E-COMMERCE PLATFORMS (E.G, AMAZON)

Special Issue - Innovative Commerce: Bridging Business and Computer Applications (ICBBCA-2026) |PG Department of Commerce with Computer Applications, Mannar Thirumalai Naicker College, Madurai – March 2026| International Journal of Computer Science (IJCS) Published by SK Research Group of Companies (SKRGC)

Abstract

The rapid growth of e-commerce in India has transformed consumer purchasing behaviour and reshaped the retail industry. Online marketplaces provide convenience, price comparison, and wide product availability, making them increasingly preferred over traditional stores. This study examines customer satisfaction levels on Amazon and Flipkart using survey-based primary data and secondary sources. The research evaluates factors such as website usability, product quality, delivery efficiency, pricing strategies, and customer service. The study identifies key drivers of satisfaction and dissatisfaction and offers recommendations to improve service delivery and customer retention in India’s competitive e-commerce sector.

References

1.Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education.
2.Laudon, K. C., & Traver, C. G. (2021). E Commerce: Business, Technology, Society (16th ed.). Pearson.
3.Amazon. (2024). Annual report and investor information. https://www.amazon.com
4.Flipkart. (2024). Company information and marketplace policies. https://www.flipkart.com
5.Statista. (2024). E-commerce in India – Market statistics and outlook. https://www.statista.com

Keywords

Customer Satisfaction, E-commerce, Online Shopping, Amazon, Flipkart, Consumer Behaviour, Delivery Efficiency, Pricing Strategy.