International Journal of Science, Engineering and TechnologyAuthors: M Kripalakshmi, Santhosh J
Abstract: The rapid expansion of electronic commerce has significantly transformed consumer purchasing behavior in India. Online platforms such as Flipkart and Amazon have become dominant players by offering convenience, a wide range of products, and competitive pricing. This study aims to examine the level of consumer satisfaction towards these platforms by focusing on key factors such as product quality, delivery performance, pricing strategies, customer service, and return policies. The research is based on primary data collected from 10 respondents through a structured questionnaire, supported by secondary sources. The findings reveal that while customers are highly satisfied with convenience and discount offers, challenges such as delayed delivery and product mismatch still influence overall satisfaction. The study concludes that maintaining service quality, improving logistics efficiency, and ensuring transparency are essential for enhancing customer experience and sustaining long-term loyalty in the competitive e-commerce market.
