NAME: CH.

VAISHNAVI

ROLLNO: 1051-19-407-060 CLASS: B.COM (HONS)-2B.

A Study on Customer Satisfaction towards Online Marketing with AMAZON.COM.

Abstract:

Online shopping is the new trends in the marketing system. It used to refer the computer/
mobile based shopping. Over the past few years, online shopping has increased the
percentage of online buyer’s. Amazon Company has entered into E-Commerce platform
(online marketing). Amazon market is replacing the traditional market. Amazon Company is
a biggest E-COMMERCE platform in America. They are playing a vital role in online
shopping markets and other streams. So many people buy from amazon, as it is easy for
customer to buy from it. Shoppers can visit web site and shop just sitting in form of computers
and phones. Amazon offers best price, good quality of products, customer friendly interface,
door delivery and easy return and exchange etc. Amazon provides wide range of services. So
many customers buy many products and receive so many services. Customer can buy
anything from amazon.com such as books, household products, toys, electronics, fashion, and
clothing etc. The significance of this study aims towards examine the satisfaction received by
a customer performing online shopping through Amazon.com. The study focused on the
purchasing pattern of the customer, to evaluate the satisfaction level of service provided by
Amazon. The main motive of this research paper is to gain knowledge about the satisfaction
gained by customer while shopping through amazon and to reveal about the expectation of
the customer services provided by amazon. The study found that there are various factors
which collectively enhance the customer experience and when the experience is good then it
leads to satisfaction. The study/research investigated how after purchase activities contribute
to customer satisfaction in online shopping. Other than this, there are large number of
customer do not prefer online shopping because of risk, security issues, recording of credit
card details etc. There are many other sites other than Amazon but some of the factors
distinguish Amazon from its competitors such as large variety of quality products. Ability of
the internet contains wide range of collecting information, supplying a service or purchasing
a product, Amazon should work towards them so that it can increase its customers and their
loyalty. It is specifically study for decided the consumer attitudes towards Amazon. At finally
I concluded that the customer satisfaction towards Amazon.
KEY WORDS: Customer Satisfaction, Purchasing Pattern, Customer loyalty, Online
Shopping, Delivery, Shipping.

CHAPTER-1

INTRODUCTION:

Internet makes life simple and innovative. Internet provides new ways to promote business.
The online shopping trend around the world spread very fast. This project takes a look at
consumer complacency with reference to Amazon online shopping. Online shopping is
nowadays used everywhere or in every corner of the world, and it’s happening only because
of internet, customers directly make an order of something they need through online. The
meaning of online shopping is the process of buying goods and services from merchants over
the internet. Online make easier for customers to choose different varieties of products which
they want, that the reason online shopping is popularly used nowadays. Internet is changing
the way consumers shop and buy goods and services, and has rapidly evolved into a global
phenomenon. Taking this as motive many companies have started online businesses. Many
companies have started using the Internet with the aim of cutting marketing costs, thereby
reducing the prices of their products and services to stay a head in highly
competitive markets. Companies also use the Internet to convey, communicate and
disseminate information to sell the products, to take feedback and also conduct the
satisfaction surveys with customers.

Amazon.com, is an American multinational technology company based in Seattle,

Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial
intelligence. It was founded by JEFF BEZOS in July 5 th 1994. It is one of the Big
Five companies in the U.S. It also includes many subsidiaries.

A survey conducted by the Temkin Group revealed that Amazon has been at the highest rates
of customer loyalty in America. Three factors were taken into account in the chart of
customer loyalty, including hesitation to switch to other company, readiness to buy more
goods from the company and readiness to recommend it to others. Not only in America but
also all over the world people prefer Amazon. In India most of the Indians prefer Amazon
shopping as it very easy to shop. Shoppers can visit web site and shop just sitting in form of
computers and phone. Customer can buy anything from amazon.com such as books,
household products, toys, electronics, fashion, and clothing etc. In India, it used to refer the
computer based shopping. Over the past few years, online shopping has increased the
percentage of online buyer’s in India. Online shopping is the new examples of the business
revolution. Online shopping consumer behaviour is also called as E- shopping consumers
behaviours. All over India the Amazon sellers go door to door for giving deliveries.

IMPORTANCE

The main importance to this study is to avoid some uncertainty fact that customer face
in online shopping.
When the research will be completed it will give an insight into a practical situation.
It will also indicate, how to conquered and overcome the problem while dealing with
the customer.
Alternately, it will serve as good sources of reference to similar research in future.
Finally, it is also intend to facilitate the efforts of Amazon to come out with good
quality service customer satisfaction strategies.

ADVANTAGES
Amazon online shopping provides 24*7 accessibility and 365 days service to the
consumers.
Shopping can be done in a faster and easier manner.
The ability to review the product and order it and get the product at desired time.
Additionally, smart phones built an intimate customer-business relationship that
drives more consumers.
In recent years, online shopping products are promoting products which are more
price elastic which can be termed as FMCG goods.
Majority of the online sellers are offline sellers in the market.
Above all, digital non-cash payment system is possible in online shopping.
LIMITATIONS
This study conducted relating to the Amazon online shopping application, so the
result which we gather is only applicable for the Amazon customers.
The responses from the sample may be biased, or may contain cooked up from the
respondent.
Another limitation was the relatively short period and within which this research was
carried out.
 Questionnaires method is used only for data collection and the limitation of the
questionnaire method is applicable to the study.
The answer to the questionnaire largely depends upon the mind setup of the
respondents.
Respondent’s opinion may not be free from basis.

BRIEF HISTORY OF THE CONCEPT.

Competing in a high-pressure business scenario has become a challenge for retailers. As an

effective alternative sales channel sellers are looking at the internet, which gives them direct
access to target customers. Online retailing (also known as e-retail) is a web-enabled interface
between a retailer and its target consumers for selling products and services on the web with
the facility of ecommerce. These kinds of retailers are also known as e-market. Almost all big
retailers are now electronically present on the World Wide Web. The online shopping
environment has gone through a lot of transformation and today it is still developing in a
much diversified way. It has become very popular in the areas of apparel, arts and
handicrafts, books, car rentals, computers and electronics, cosmetics, financial services, gifts
and novelties, etc. Some of the major advantages of e-retailing which makes it popular among
the retailers are: low investment cost, direct access to target customers, quick return on
investment This kind of retail format helps the retailers to serve their customer quickly and
more efficiently by offering them a detailed portfolio of products and services. On the other
hand, availability of the point of transaction data helps the retailers to analyse and interpret
their target customers. It has become the most efficient way to offer valuable information It
takes time for individuals to build up confidence to shop online. Initially shoppers may
restrict themselves to searching for information or using e-mail. As their confidence grows
their use of the Internet for purchase is likely to increase with a move to higher value items
and more frequent purchases.

BRIEF HISTORY OF AMAZON:

The story of the formation of Amazon.com is often repeated and is now an

Urban legend. The company was founded by Jeff Bezos, a computer science
and electrical engineering graduate from Princeton University. Bezos had
moved to Seattle after resigning as the senior vice-president at D.E.Shaw, a
Wall Street investment bank. He did not know much about the Internet.
But, he came across a statistic that the Internet was growing at 2300%,
which convinced him that this was a large growth opportunity. Not knowing
much more, he plunged into the world of E-Commerce with no prior retailing
experience. He chose Seattle because of technical talent as Microsoft is located there.[32] In
May 1997, Amazon went public.

CHANGES THAT TOOK PLACE OVER A PERIOD OF TIME

Over the years so many changes took place in Amazon. The Amazon at first started with
online shopping then it entered into other streams also. It has developed a lot. Over decades it
has improved a lot for its customers. At first Amazon use to only trade in America but later it
has started trading all over the world. By expanding its businesses it has increased its
customers and its reputation. Amazon has become one of the top companies in the word.

Before a decade there was no online shopping the people use to go out to shops for shopping.
But at present online shopping made easy and changed the trend. As most of the people are
prefer online shopping. Due to this pandemic people prefer online shopping than normal
shopping. Even Amazon has brought so many changes in it. They have brought so many
policies to attract their customers.

In present scenario, majority of the people in India has started online shopping which is
witnessed a growth in e-commerce industry. According to the report of Mckinsey Report,
about 96% have changed their shopping behaviour and about 60 percent of the consumers has
shifted to online shopping during festival season. There is about 27 percent compound annual
growth rate in grocery and fashion products during the year 2019-2020. The background for
the growth of the consumers in online shopping due to attractive online websites, sales
discounts, user friendly, easy payment, etc. the below chart summarizes the growth of Online
shopping in India.

NEED FOR THE STUDY

To know the customer satisfaction and the services done by the amazon to capture the
customer and to determine the offer and discount issued by the amazon to attack the customer
and to know the preference level of the customer towards amazon.

OBJECTIVES OF THE STUDY

The primary objective of this study is to identify and understand the demographic factors
affecting customer satisfaction with respect to in online shopping in India. The Secondary
Objectives are:

 To study about customer satisfaction towards amazon.

 To identify the offers and replacement.

 To identify what type of product are sold in amazon.
 To determine the impact of factors towards online shopping experience of amazon.
 To know the price level issued by the amazon.
 To find out the benefits available on online buying through Amazon.
 To analyse the problem faced by the customers of Amazon.

SCOPE OF STUDY

This research work will covered Amazon and also deals with the customers which are
regulars used to shopping from Amazon. The study also covered the quality of the service
and how they impact on the customer complacency and for instant it come across with what
factor that are accommodate and enhance the satisfaction feeling of the customer on Amazon.

 The aim of the study is to know about the customer satisfaction

 This study is to know how much the customer satisfied with the product offered by amazon

 Customer satisfaction towards offers, discount, replacement, interest, and trust will be the
main study of this project.

SAMPLE SIZE

Direct questionnaire method was used to identify the sample for this study 41 sample from
customers.

Research Methodology
The study is based on analytical in nature. The data is collected from both primary and
secondary sources. The primary data is collected directly from the consumers through
structured questionnaire. A sample of 41 respondents. The questionnaire consists of
quantitative and qualitative multiple choice questions and the respondents are asked to choose
the one choice of the best amongst the multiple choices. The secondary data has been
collected from the EBooks, E-journals, and some other internet sources also. The analysis of
data is done using pie charts, bar diagrams.

Method of Collecting Data:

The data are collected from the secondary data and there is no other information which
collects from primary source. The internal sources of secondary data where the data is
collected:-

 Sales Report.

 Financial Statements.

 Customer details, like name, age, contact details, etc.

 Company information.

 Reports and feedback from a dealer, retailer, and distributor.

 Internet, where wide knowledge about different areas is easily available.

A combination of both primary and secondary methods of collection data was used, as
indicated questionnaire was designed to 50 customers. The essence was together from the
customer’s viewpoints, information on the level and standards of service quality offer by
AMAZON, their understanding of services quality and customer satisfactions, the dimensions
of service quality and how they impact on customer satisfactions.

Primary or original data was collected by the researcher from the field personally for the
purpose of the research work. It was carried out mainly through the use of questionnaire to
obtain original or fresh data for the purpose of answering the research questions or problems.
The data may be circulated from the Google doc and completed from several respondents.
Secondary method or data was use to ensure completeness of the project. And also helpful in
searching about the society’s ancient history and through the office financial information was
collect. It involves the consultation and use of articles from the daily newspapers, and
management report from the internet.

METHODS OF DATA ANALYSIS:

 For the purpose of analysis data as a way of comparing, contrasting and describing
such data, descriptive statistics was used.
 The collect was enhanced pictorially in the presentation with the aid of the tables,
chart and graphs.

CHAPTER-2

REVIEW OF LITERATURE

Wilson, Zeithaml, Bitner & Gremler’s （2008）view, the marketing is not like the traditional
marketing anymore. It has turned into relationship marketing now which means customers
also involve the whole business process. Who should take their customers into consideration
and know what customers really needs (Wilson et al., 2008).

Oliva, Oliver & MacMillan (1992), primarily proposed the theory of “expectation
inconformity”, that is, when the goods' practical situation is beyond their expectation the
customers will feel satisfied. However, contemporarily come up with that the products and
service quality will also directly affect the customers' Satisfaction.

Lee & Lin (2005) identified the main factors influencing the customer perception of the e-
service quality online shopping: website design (degree of users friendliness), reliability
(reliability and security), responsiveness (responsiveness and helpfulness), trust (trust and
mechanisms provided by a website), and personalization (differentiating services to satisfy
specific individual needs).

Nandhini Bala Subramanium (2017) “A comparative study on customer satisfaction between

Amazon and flipkart customers in an education institutions”. The objective of this study was
to identify the respondents perception towards amazon and flipkart shopping and also to
compare the customer satisfaction level and the post graduate student of the educational
institution have been taking for the study and in the finding they found that Amazon has
highly quality and product variety when compared to flipkart and the evident that they
convey was both provide equal service in terms of payment facility.

Vikash and Vinod Kumar (2017) “A study on customer Perception towards Online
Shopping”. In this research they found out that customer perceived online shopping with
positive frame of mind and another fact they find out that customers pertain to convenience,
satisfaction and product availability all these factors shows that online shopping provides
convenience to the customer and online shopper prefer because these revealed from the effort
of going to the market and purchase the product and finally concluded that there is a positive
perception toward online shopping.

Dr. A.B Santhi (2017) “A study on the customer satisfaction towards Online Shopping in
Tirupati Town”. This research was been undertaken to know the factors influencing customer
satisfaction. The objective of this study is to understand the demographic factor affecting
customer satisfaction with respect to online shopping in India and also descriptive research A
study on customer satisfaction with reference to amazon 2018 DEPT OF MANAGEMENT
STUDIES Page 18 used in this research, in findings they come out with result that the
respondents are becoming more internets savvy every day and also they are ready to purchase
the high quality product as well.

Arthi and Jeyalakshmi (2018) has studied on customers satisfaction towards online shopping
which stated that online shopping is easy when compared to other e-services. The
respondents also opposed online shopping for certain products such as furniture, groceries,
high valued electronic products were the consumers found difficult in usage. Though the
study has concluded that online shopping is not on par with the offline shopping since the
present attitude of the consumers has changed.

Shristi and Suman (2018) has focused on preference of online consumers to know the
customer’s satisfaction level based on the products. The study concluded that majority of the
consumers were undergraduates and most of them are aware about flipkart website. Further
the study highlighted that online shopping has become the part of people on as it is more
continent, timely services and good quality products, customer services and security and
privacy in payment.
 CHAPTER-3

COMPANY PROFILE

TRADE NAME AMAZON

FOUNDED ON JULY 5th, 1994, 26 YEARS AGO, BELLEVUE,

WASHINGTON, UNITED STATES OF AMERICA.

FOUNDER BY JEFF BEZOS

INDUSTRY COMPUTING
E-COMMERCE
ARTIFICIAL INTELLEGENCE
CONSUMER ELECTRONICES
ENTERIANMENT –DIGITAL DISTRIBUTION
SELF DRIVING CARS
HEAD QUATERS SEATTLE, WASHINGTON, US

PRODUCTS ECHO, FIRE TABLET, FIRE TV, FIRE OS, KINDLE.

SERVICES AMAZON.COM, AMAZON ALEXA, AMAZON APPSTORE,

AMAZON PAY (BANKING), AMAZON PRIME, AMAZON
WEB SERVICES.

SUBSIDARIES A9.com

AbeBooks
Alexa Internet
Amazon.com Services
Amazon Air
Amazon Books
Amazon Fresh
Amazon Game Studios
Amazon Lab126
 Amazon Logistics
Amazon Pharmacy
Amazon Publishing
Amazon Robotics
Amazon Studios
AWS
Audible
Body Labs
Book Depository
ComiXology
Digital Photography Review
Goodreads
Graphiq
IMDb
PillPack
Ring
Souq.com
Twitch Interactive
Whole Foods Market
Woot
Zappos
Zoox

REVENUE US$386.04 BILLONS

NET INCOME US$21.331 Billion

NUMBEROF 12,98,000
EMPLOYESS

KEY PEOPLE JEFF BEZOS(Founder)

ANDY JASSY(CEO-2021)
AREA SERVED World Wide

WEBSITE Amazon.com

Amazon.com, Inc., doing business as Amazon is an American electronic commerce and cloud
computing company based in Seattle, Washington, that was founded by Jeff Bezos on July 5,
1994. The tech giant is the largest Internet retailer in the world as measured by revenue and
market capitalization and second largest after Aliababa Group in terms of total sales. The
amazon.com website started as an online bookstore and later diversified to sell video
downloads/streaming, MP3 downloads/streaming, and audiobook downloads/streaming,
software, video games, electronics, apparel, furniture, food, toys, and jewellery. The
company also produces consumer electronics—Kindle e-readers, Fire tablets, Fire TV, and
Echo—and is the world's largest provider of cloud infrastructure services (IaaS and PaaS).
Amazon also sells certain low-end products under its in-house brand Amazon Basics.
Amazon has separate retail websites for the United States, the United Kingdom and Ireland,
France, Canada, Germany, Italy, Spain, Netherlands, Australia, Brazil, Japan, China, India,
and Mexico. In 2016, Dutch, Polish, and Turkish language versions of the German Amazon
website were also launched. Amazon also offers international shipping of some of its
products to certain other countries.

In 2015, Amazon surpassed Wal-Mart as the most valuable retailer in the United States by
market capitalization. Amazon is the fourth most valuable public company in the world
(behind only Apple, Alphabet, and Microsoft), the largest Internet Company by revenue in
the world, and after Walmart, the second largest employer in the United States. In 2017,
Amazon acquired Whole Foods Market for $13.4 billion, which vastly increased Amazon's
presence as a brick-and-mortar retailer. The acquisition was interpreted by some as a direct
attempt to challenge Walmart's traditional retail stores. In 2018, for the first time, Jeff Bezos
released in Amazon's shareholder letter the number of Amazon Prime subscribers, which at
100 million, is approximately 64% of households in the United States.

Amazon is known for its disruption of well-established industries through technological

innovation and mass scale. It is the world's largest online marketplace, AI
assistant provider, live-streaming platform and cloud computing platform as measured
by revenue and market capitalization. Amazon is the largest Internet company by revenue in
the world. It is the second largest private employer in the United States and one of the world's
most valuable companies. As of 2020, Amazon has the highest global brand valuation.

Amazon distributes downloads and streaming of video, music, and audiobooks through
its Amazon Prime Video, Amazon Music, Twitch, and Audible subsidiaries. Amazon also has
a publishing arm, Amazon Publishing, film and television studio Amazon Studios, and a
cloud computing subsidiary, Amazon Web Services. It produces consumer
electronics including Kindle e-readers, Fire tablets, Fire TV, and Echo devices. Its
acquisitions over the years include Ring, Twitch, Whole Foods Market, and IMDb. Amazon
is currently in the process of purchasing film and television studio, Metro-Goldwyn-Mayer.

Amazon has been criticized for practices including technological surveillance over reach, a
hyper-competitive and demanding work culture, tax avoidance, and anti-
competitive behaviour.

Amazon.com Corporate Vision Statement

Amazon’s corporate vision is “to be Earth’s most customer-centric company, where

customers can find and discover anything they might want to buy online.” This vision
statement underscores the business organization’s main aim of becoming the best e-
commerce company in the world. In this regard, the following characteristics are identifiable
in Amazon’s corporate vision statement:

1. Global reach

2. Customer-centric approach

3. Widest selection of products

Amazon.com’s Corporate Mission Statement

Amazon’s mission statement is “We strive to offer our customers the lowest possible prices,
the best available selection, and the utmost convenience.” This corporate mission promises
attractive ecommerce services to satisfy target customers’ needs. The company focuses on the
variables of price, selection, and convenience. In this regard, the following characteristics are
identifiable in Amazon’s corporate mission statement:

1. Low prices

2. Best selection

3. Utmost convenience

PRODUCT AND SERVICES

Amazon.com's product lines available at its website include several media (books, DVDs,
music CDs, videotapes and software), apparel, baby products, consumer electronics, beauty
products, gourmet food, groceries, health and personal-care items, industrial & scientific
supplies, kitchen items, jewellery, watches, lawn and garden items, musical
instruments, sporting goods, tools, automotive items and toys & games. In August 2019,
Amazon applied to have a liquor store in San Francisco, CA as a means to ship beer and
alcohol within the city. Amazon has separate retail websites for some countries and also
offers international shipping of some of its products to certain other countries. In November
2020, the company started an online delivery service dedicated to prescription drugs. The
service provides discounts up to 80% for generic drugs and up to 40% for branded drugs for
Prime subscribe users. The products can be purchased on the company's website or at over
50,000 bricks-and-mortar pharmacies in the United States.

Amazon.com has a number of products and services available, including:

• Amazon Fresh • Amazon Prime • Amazon Web Services • Alexa • Appstore • Amazon
Drive • Echo • Kindle • Fire tablets • Fire TV • Video • Kindle Store • Music • Amazon
Digital Game Store • Amazon Studios • Amazon Wireless.

HISTROY
Jeff Bezos founded Amazon in July 1994. He chose Seattle because of technical talent
as Microsoft is located there. In May 1997, Amazon went public. It began selling music and
videos in 1998, at which time it began operations internationally by acquiring online sellers
of books in United Kingdom and Germany. The following year, Amazon began selling items
including video games, consumer electronics, home improvement items, software, games,
and toys.

In 2002, Amazon launched Amazon Web Services (AWS), which provided data on website
popularity, Internet traffic patterns and other statistics for marketers and developers. In 2006,
Amazon grew its AWS portfolio when Elastic Compute Cloud (EC2), which rents computer
processing power as well as Simple Storage Service (S3) that rents data storage via the
Internet was made available. That same year, Amazon started fulfilment by Amazon which
managed the inventory of individuals and small companies selling their belongings through
the company internet site. In 2012, Amazon bought Kiva Systems to automate its inventory-
management business, purchasing Whole Foods Market supermarket chain five years later in
2017.

MERCHANT PATNERSHIP

In 2000, U.S. toy retailer Toys "R" Us entered into a 10-year agreement with Amazon, valued
at $50 million per year plus a cut of sales, under which Toys "R" Us would be the exclusive
supplier of toys and baby products on the service, and the chain's website would redirect to
Amazon's Toys & Games category. In 2004, Toys "R" Us sued Amazon, claiming that
because of a perceived lack of variety in Toys "R" Us stock, Amazon had knowingly allowed
third-party sellers to offer items on the service in categories that Toys "R" Us had been
granted exclusivity. In 2006, a court ruled in favour of Toys "R" Us, giving it the right to
unwind its agreement with Amazon and establish its own independent e-commerce website.
The company was later awarded $51 million in damages.

In 2001, Amazon entered into a similar agreement with Borders Group, under which Amazon
would Commonage Borders.com as a co-branded service. Borders pulled out of the
arrangement in 2007, with plans to also launch its own online store.

On October 18, 2011, Amazon.com announced a partnership with DC Comics for the
exclusive digital rights to many popular comics, including Superman, Batman, Green
Lantern, The Sandman, and Watchmen. The partnership has caused well-known bookstores
like Barnes & Noble to remove these titles from their shelves.
In November 2013, Amazon announced a partnership with the United States Postal Service to
begin delivering orders on Sundays. The service, included in Amazon's standard shipping
rates, initiated in metropolitan areas of Los Angeles and New York because of the high-
volume and inability to deliver in a timely way, with plans to expand
into Dallas, Houston, New Orleans and Phoenix by 2014.

In June 2017, Nike confirmed a "pilot" partnership with Amazon to sell goods directly on the
platform. This pilot ended in November 2019.

As of October 11, 2017, Amazon Fresh sold a range of Booths branded products for home
delivery in selected areas.

In September 2017, Amazon ventured with one of its sellers JV Appario Retail owned by
Patni Group which has recorded a total income of US$ 104.44 million (₹ 759 crore) in
financial year 2017–18.[50]

In November 2018, Amazon reached an agreement with Apple Inc. to sell selected products
through the service, via the company and selected Apple Authorized Resellers. As a result of
this partnership, only Apple Authorized Resellers may sell Apple products on Amazon
effective January 4, 2019.

Online bookstore and IPO

After reading a report about the future of the Internet that projected annual web commerce
growth at 2,300%, Bezos created a list of 20 products that could be marketed online. He
narrowed the list to what he felt were the five most promising products, which included:
compact discs, computer hardware, computer software, videos, and books. Bezos finally
decided that his new business would sell books online, due to the large worldwide demand
for literature, the low price points for books, along with the huge number of titles available in
print. Amazon was founded in the garage of Bezos' rented home in Bellevue, Washington.
Bezos' parents invested almost $250,000 in the start-up. In July 1995, the company began
service as an online bookstore. The first book sold on Amazon.com was Douglas Hofstadter's
Fluid Concepts and Creative Analogies: Computer Models of the Fundamental Mechanisms
of Thought. In the first two months of business, Amazon sold to all 50 states and over 45
countries. Within two months, Amazon's sales were up to $20,000/week. In October 1995,
the company announced itself to the public. In 1996, it was reincorporated in Delaware.
Amazon issued its initial public offering of stock on May 15, 1997, at $18 per share, trading
under the NASDAQ stock exchange symbol AMAZON. Barnes & Noble sued Amazon on
May 12, 1997, alleging that Amazon's claim to be "the world's largest bookstore" was false
because it "...isn't a bookstore at all. It's a book broker." The suit was later settled out of court
and Amazon continued to make the same claim. Walmart sued Amazon on October 16, 1998,
alleging that Amazon had stolen Walmart's trade secrets by hiring former Walmart
executives. Although this suit was also settled out of court, it caused Amazon to implement
internal restrictions and the reassignment of the former Walmart executives. In 1999,
Amazon first attempted to enter the publishing business by buying a defunct imprint,
"Weathervane", and publishing some books "selected with no apparent thought", according to
The New Yorker. The imprint quickly vanished again, and as of 2014 Amazon
representatives said that they had never heard of it. Also in 1999, Time magazine named
Bezos the Person of the Year when it recognized the company's success in popularizing
online shopping.

WEBSITE

The domain amazon.com attracted at least 615 million visitors annually by 2008; by the
beginning of 2016, over 130 million customers were visiting the U.S. website each month.
The company has invested heavily in a massive amount of server capacity for its website,
especially to handle the excessive traffic during the Christmas holiday season. According
to Alexa Internet rankings, amazon.com is the third most popular website in the United States
and the 14th most popular website worldwide.

Results generated by Amazon's search engine are partly determined by promotional fees. The
company's localized storefronts, which differ in selection and prices, are differentiated
by top-level domain and country code:

Region Country Domain name Since

America Brazil amazon.com.br December 2012

s

Canada amazon.ca June 2002

Mexico amazon.com.mx August 2013

 United States amazon.com July 1995

China amazon.cn September 2004

India amazon.in June 2013

Japan amazon.co.jp November 2000

Asia Singapore amazon.sg July 2017

Turkey amazon.com.tr September 2018

United Arab Emirates amazon.ae May 2019

Saudi Arabia amazon.sa June 2020

Europe France amazon.fr August 2000

Germany amazon.de October 1998

Italy amazon.it November 2010

Netherlands amazon.nl November 2014

Poland amazon.pl March 2021

Spain amazon.es September 2011

 Sweden amazon.se October 2020

United Kingdom amazon.co.uk October 1998

Oceania Australia amazon.com.au November 2017

AMAZON SALES RANK

The Amazon sales rank (ASR) provides an indication of the popularity of a product sold on
any Amazon locale. It is a relative indicator of popularity that is updated hourly. Effectively,
it is a "best sellers list" for the millions of products stocked by Amazon. While the ASR has
no direct effect on the sales of a product, it is used by Amazon to determine which products
to include in its bestsellers lists. Products that appear in these lists enjoy additional exposure
on the Amazon website and this may lead to an increase in sales. In particular, products that
experience large jumps (up or down) in their sales ranks may be included within Amazon's
lists of "movers and shakers"; such a listing provides additional exposure that might lead to
an increase in sales. For competitive reasons, Amazon does not release actual sales figures to
the public. However, Amazon has now begun to release point of sale data via the Nielsen
Book Scan service to verified authors. While the ASR has been the source of much
speculation by publishers, manufacturers, and marketers, Amazon itself does not release the
details of its sales rank calculation algorithm. Some companies have analyzed Amazon sales
data to generate sales estimates based on the ASR, though Amazon states:

Please keep in mind that our sales rank figures are simply meant to be a guide of general
interest for the customer and not definitive sales information for publishers—we assume you
have this information regularly from your distribution sources

— Amazon.com Help

FINANCE

Amazon.com is primarily a retail site with a sales revenue model; Amazon takes a small
percentage of the sale price of each item that is sold through its website while also allowing
companies to advertise their products by paying to be listed as featured products. As of 2018,
Amazon.com is ranked 8th on the Fortune 500 rankings of the largest United States
corporations by total revenue.

For the fiscal year 2018, Amazon reported earnings of US$10.07 billion, with annual revenue
of US$232.887 billion, an increase of 30.9% over the previous fiscal cycle. Since 2007 sales
increased from 14.835 billion to 232.887 billion, thanks to continued business expansion.

Amazon's market capitalization went over US$1 trillion again in early February 2020 after
the announcement of the fourth quarter 2019 results. Amazon's total employees now number
798,000.

CHAPTER-4

DATA ANALYSIS AND INTERPRETATION

This chapters show the presentation and analysis of data collect from questionnaires
administered to get sample opinions the customers and members who patronize the service of
Amazon. They include the profile of respondents, and level of consumer expectation towards
the service quality and customer satisfaction in Amazon.

The analysis and presentation of data collected is a true reflection of the customers. The
analysis is been presented in the form of chart, tables and graphs.
The above pie chart shows the number of males and females respondents. 65.0% respondents
are females and 35.0% of respondents are males from different area & places. Majority of
them are female respondents.

The above bar graph shows the AGE of the respondents. The age group of respondents are of
15-10 years, 20 -30 years, 30-40 years and 40 and above. Most of the respondents are 15-20
years, 10% of them are 20-30, 30-40 are 5% and 40 & above are only few.
This pie chart tells us about occupation of respondents. The occupation includes:

STUDENTS
PRIVATE EMPLOYEES
PUBLIC EMPLOYEES
OTHERS

Most of the respondents are students with maximum percentage of 70.7%. Then comes the
private employees i.e. 19.5% who mostly prefer to shop on AMAZON. But when it comes to
other sectors of occupation it’s only 7.3% Very few public employees shop on AMAZON.
Most of the respondents are customers of AMAZON. Only very few of them are not
customers of AMAZON.

Most the respondents shop once in a month. 15 of respondents shop frequently but 8% of
them shop very rarely. Remaining respondents shop once in 6 months.
Most of the respondents are shopping and are regular customers of AMAZON from more
than a year. Some respondents became customers from the last 6 Months. Very few of them
are customers from a year.
Most of the respondents purchase ELECTRONICS, FASHIONS, GROCERIES and
HOUSEHOLD. Few of the other respondents buy book and other things.

Di
scounts and offers attract most of the respondents to shop on AMAZON. 25% of respondents
purchase products from AMAZON based on the quality they maintain and 22% of the
respondents buy products based on their Standard. 18% of respondents choose to buy from
AMAZON based on fast delivery. Respondents who choose others are only 5%.
51.2% respondents say that AMAZON’s exchange & return policy is great. 48.8% say it is
neutral that means neither that good nor that bad. None of the respondents say it’s worst.

AMAZON is one of the MNC that has so many subsidiaries. Most of them i.e. 80.5%
respondents use AMAZON PRIME. Then that comes is AMAZON MUSIC which is used by
31.7% of respondents. 26.8% of them use KINDLE. Amazon entered into banking sector
through AMAZON PAY and it is used by 22% of respondents. 14.6% respondents say they
are not using the subsidiaries of Amazon. AUDIBLE is a podcast and 9.8% of respondents
choosed it. 4.9% of respondents use other Amazon subsidiaries.
Not only AMAZON but there are many E-COMMERCE platforms out there. Majority of
them i.e. (56.1%) use other E-COMMERECE platforms. 29.3% say that they may use. Only
few of them say i.e. (14.6%) say they never use other E-COMMERCE platforms.

46.3% of respondents give 5 Star and 4 Star ratings to AMAZON services. Very few(7.3%)
gave 3Star rating. But there is no one who gave 1 & 2 star rating for AMAZON.

CHAPTER-5

FINDINGS, SUGGESTIONS AND CONCLUSIONS.

FINDING:
  More females are given respondent to the questionnaires as compare to male with
65.9%
 The majority of the respondent are came from the age range of 15 to 20 years.
 The data was collected from students with 70.7% and the lowest response was
collected from Public employee.
 Most of the respondents say they are customers of Amazon.
 The majority of respondent response that they are using the product of amazon more
than 1 year.
 Most of the respondents say they purchase or shop once in a month.
 Most of the customers prefer Amazon for Discounts and offers.
 73.2% respondents purchase electronics. Most of the purchase mostly electronics
from Amazon.
 So many members say Amazon exchange policy is great.
 Many of the respondents say they even use or watch prime more than other
subsidiaries of Amazon.
 In India they are so many E-COMMERECE platforms, respondents not use Amazon
but they even prefer other E-COMMERCE platforms also.
 Most of the respondents give 5Rating to Amazon.

SUGGESTION:

The researcher has made personal contact with the respondents who have purchased products
and services through online. It is concluded that most of the respondents have a good opinion
about online shopping, though there are so many problems to be improved by the vendors and
service providers. These suggestions are as follows:

 As there are no proper laws for online purchases, they have to be implemented to
prevent the anonymous intruders. This will help to maintain security and private
information properly concerning the respondents. So the website developers and
service providers should take necessary steps to overcome this problem.
 Web based technologies upgrades creative conceptualization that would improve the
response from technology savvy consumers. So the firms have to invest in such new
technologies.
  Internet environment has to be improved in the areas of art, dynamic and interactive
techniques. This improvement will give more visual appeal.
 In most of the websites the given information, features about the product on the
website and product received from the online vendor are different. This will create
lack of customer satisfaction. So the online vendor should take necessary steps before
dispatching the products to the consumer site. It creates good opinion about the
online vendor and creates repurchasing power of the respondents.
 Even though consumers are educated they are not interested to purchase products
through online because of infrastructure shortage, they do not know how to order the
product online and they have lack of confidence on payments. So the vendor
companies and online service providers have to create awareness to consumers as
how to order the product online. Even they the customers are worried about that how
products are manufactured and how it will come (i.e. with damages) and all.

CONCLUSION:

In the past, consumers had sufficient time to visit shopping centres, searching for various
products. Many consumers prefer bargaining and decide the purchases after physical
examination of the commodities. The entire process can range from a few hours to weeks
depending on the product, quantity, quality and source of purchase. Today there is radical
change in the entire scenario. Everything in today’s world is Internet oriented like Electronic
Data Interchange, E-Mail, E-Business and E-Commerce. E-Commerce is exchange of
information using network-based technologies. In the present high cost situation, e-
Commerce can be used as a competitive strategy. It successfully includes the entire online
process of developing, marketing, selling, delivering, servicing and paying for products and
services. Online shopping is a vast growing technology. If it is properly utilized with assured
safety and security for the transactions, it will thrive into a highly competitive and dynamic
environment. Online shopping is becoming more popular day by day with the increase in the
usage of World Wide Web known as www. Understanding customer’s need for online selling
has become challenge for marketers. Specially understanding the consumer’s attitudes
towards online shopping, making improvement in the factors that influence consumers to
shop online and working on factors that affect consumers to shop online will help marketers
to gain the competitive edge over others. In conclusion, having access to online shopping has
truly revolutionized and influenced our society as a whole. This use of technology has opened
new doors and opportunities that enable for a more convenient lifestyle today. Variety, quick
service and reduced prices were three significant ways in which online shopping influenced
people from all over the world. However, this concept of online shopping led to the
possibilities of fraud and privacy conflicts. Unfortunately, it has shown that it is possible for
criminals to manipulate the system and access personal information. Luckily, today with the
latest features of technology, measures are being taken in order to stop hackers and criminals
from inappropriately accessing private databases. Through privacy and security policies,
website designers are doing their best to put an end to this unethical practice. By doing so,
society will continue to depend upon online shopping, which will allow it to remain a
tremendous success in the future.

BIIBLIOGRAPHY

1. Palmer, Kimberly, More Consumers Using Tablets to Holiday Shop Study". December 8,
2011.

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WEBLIOGRAPHY

https://www.google.com/search?
q=amazon&rlz=1C1CHBF_enIN923IN924&oq=A&aqs=chrome.0.69i59l3j69i60l4j5.1393j0
j7&sourceid=chrome&ie=UTF-8

https://www.amazon.in/

https://www.google.com/search?q=introduction+to+amazon.

https://interestingengineering.com/a-very-brief-history-of-amazon-the-everything-store

https://www.google.com/search?q=the+idea+of+amazon

https://www.elasticpath.com/blog/subscription-orders

https://ezinearticles.com/?Introduction-to-Amazons-Marketing-Place&id=1308209

https://www.matrics360.com/amazon-products-and-services/

https://www.google.com/search?
q=amazon+subsidiaries&rlz=1C1CHBF_enIN923IN924&sxsrf=ALeKk01BJDWk52vaxvqO
Rhchub73bwgONQ
%3A1623403899696&ei=ey3DYKfqKdjLrQHr9IOQDw&oq=amazon+su&gs_lcp=Cgdnd3
Mtd2l6EAMYADIECCMQJzIFCAAQkQIyBQgAEJECMgUIABCRAjIFCAAQsQMyBQg
AELEDMgIIADIFCAAQsQMyAggAMgIIADoHCCMQsAMQJzoHCAAQRxCwAzoHCA
AQsAMQQzoHCAAQhwIQFDoGCAAQFhAeOgQIABBDOggIABCxAxCDAToNCAAQh
wIQsQMQgwEQFDoFCAAQyQM6BQgAEJIDOgoIABCHAhCxAxAUUOA1WN1LYNxX
aAFwAngAgAGSAYgB_BKSAQQ4LjE1mAEAoAEBqgEHZ3dzLXdpesgBCsABAQ&scli
ent=gws-wiz

https://www.google.com/search?
q=amazon+sales+rank&rlz=1C1CHBF_enIN923IN924&sxsrf=ALeKk026lUqBHut_nQX-
0YrsJUQMY7x-7w%3A1623404137624&ei=aS7DYIjHJdSv8QPp757AAg&oq=amazon

QUESTIONNAIRE.
1. GENDER
FEMALE
MALE

2. AGE *

15-20 Years
20-30
30-40
40 and Above

3. Occupation *

Student
Public Employee
Private Employee
Professionals
Others

4. Are you a customer of Amazon? *

Yes
No

5. How frequently due you shop on Amazon? *

Frequently

Once in a month

Once in 6 months

Rarely

6. From how long you have been a customer of Amazon? *

6 months
One Year
More Than a Year
7. Products you purchase from Amazon. *

Electronics
Groceries and household
Fashion
Books
Others

8. Based on what criteria you choose Amazon. *

Standard
Good Quality
Discounts and Offers
Fast Delivery
Others

9. Your opinion on Amazon's exchange and return policy. *

Great
Neutral
Worst

10. Do you use any other subsidiaries of Amazon? *

Amazon Prime
Audible
Kindle
Amazon Pay
Amazon Music
Others
NO

11. Do you prefer any other E-Commerce platforms other than amazon. *

Yes
NO
Maybe

12. Rate Amazon *

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2
3
4
5