Customer Perception Towards Online Marketing in E-Commerce: A Study on Products, Pricing, Delivery and Service Quality of Amazon, Flipkart and Meesho in Thiruvarur District
Author(s):
S.SHANKAR | Dr. G. RAMU
Journal:
International Journal of Business Dynamics and Management
Abstract
The purpose of this study was to examine customers' opinions about e-commerce marketing on Amazon, Flipkart, and Meesho. The research focuses on product quality, the price, delivery efficiency, and the excellence of service. Customers' likes and satisfaction were examined by researchers from 100 surveys. The results show that Amazon is regarded as the best when it comes to product quality, dependability, and safe packing. However, Customers use it less frequently. The most popular platform among respondents, however, is Flipkart. This is mostly because of its quicker delivery, reasonable costs, attractive offers, and increased customer satisfaction. Its improved service quality and successful delivery method greatly improve the customer experience. Meesho attracts customers due to its low pricing, especially among price-sensitive users. However, its product quality and service performance are comparatively lower, which negatively affects overall customer satisfaction As a result, Amazon stands out for its greater quality and dependability, while Flipkart leads in terms of usability and customer satisfaction. While Meesho excels in pricing, it falls short when it comes to quality and customer service.
Keywords:
Customer Perception, Customer Satisfaction, E-Commerce, Online Marketing, Service Quality.