business

1. CHHAVI KHANDELWAL
0232MBA105
Submitted By:
Consumer
Perception,
Satisfaction, and
Loyalty in Online
Shopping: A Study
on Flipkart

2. INTRODUCTION
• Exponential e-commerce growth in India with Flipkart leading
through strategic customer-centric policies.
• Insights into online shopping behaviors and focus areas for
Flipkart to enhance consumer retention.

3. RESEARCH OBJECTIVE
• To analyze consumer attitudes, satisfaction, purchasing
behaviors, and loyalty towards Flipkart.
• Investigate key influencing factors: demographics, website
design, branding, promotions, trust, convenience.

4. LITERATURE REVIEW
HIGHLIGHTS
• A Descriptive Study Of Brand Equity Of India’s Popular Online Shopping Sites
• A Study Of Consumer Perception Towards Online Shopping With Special Reference To Flipkart
• A Study Showing The Impact Of E-marketing On Consumer Purchase Behavior
• A Virtual Study On Consumer Behavior Towards Flipkart Brand Strategies
• Customer Loyalty On E-commerce
• Customer satisfaction and brand loyalty towards online purchase store Amazon and Flipkart: An
Empirical study.
• Sentiment analysis of customers' loyalty on marketing activities by online marketplaces in India:
a social media perspective
• Study of Impact of Digital marketing on Consumer Buying Behavior for Electronic Goods

5. METHODOLOGY
• Systematic literature review using Publish or Perish software
and Google Scholar database.
• Keywords: consumer perception, brand loyalty, satisfaction,
Flipkart, India (2020-2023).
• PRISMA protocol ensured a rigorous selection methodology.

6. THEMES
• Consumer Preferences: The literature highlights the shift towards online shopping
among consumers driven by benefits like discounts, recommendations, convenience,
and flexibility offered by e-commerce platforms
• Trust and Loyalty: The review emphasizes parameters like user interface design,
timely delivery, grievance redressal, and personalized engagement that help build
consumer trust and loyalty towards Flipkart.
• Personalization and Customization: The ability to cater to individual consumer needs
and behaviors through customized recommendations and promotions has emerged as
a key theme from the literature. This ties into analyzing purchasing patterns and
loyalty.

7. RESULTS AND DISCUSSION
• Consumers Show Positive Attitudes And High Purchase
Intentions Towards Flipkart.
• Key Drivers Of Loyalty: Website Design, Personalized
Recommendations, Branded Promotions.
• Preferences For Online Shopping Over Physical Stores For
Convenience, Selection, And Pricing.

8. CONCLUSION
• Flipkart as a preferred online shopping destination due to
variety, affordability, and engagement.
• Suggested focus on UI upgrades, logistical improvements,
and trust-building initiatives.
• Marketers to understand evolving consumer needs for
sustained loyalty and market advantage.

9. Thankyou!