A STUDY ON CONSUMER EXPERIENCE AND SATISFACTION IN FLIPKART ONLINE SHOPPING

The internet has completely changed the way we live, work, and shop. One of the most significant developments of the digital age is online shopping, also known as e-commerce. From its humble beginnings as an online bookstore, Flipkart grew rapidly. By 2010, the company had expanded into categories like electronics, mobile phones, and lifestyle products. This growth was fueled by the increasing popularity of online shopping in India, thanks to rising internet access and the spread of smartphones. The study aims to know about the factors affecting Flipkart's customer base and also the satisfactory level of customers while purchasing products from Flipkart. For the purpose of the study 132 respondents were taken, both the primary and secondary data’s were used. Percentage analysis, chisquare, ANOVA, weighted average score analysis has been used for the study. The suggestions were have strict policies on material and product handling with their delivery partners and shall go on regular physical monitoring to ensure that the products are handled properly so as to reduce damage of products at the time of delivery. The study concludes that by understanding and addressing these concerns which are raised by the customers, Flipkart can regain the customers whom they lost due to these failures in operation & control and can get back to the times where they were one of the most sought E-commerce Platform.