Customer Satisfaction Towards E Commerce Platforms (Amazon, Flipkart)
Keywords:
Customer Satisfaction, E-Commerce Platforms, Amazon, Flipkart, Online Shopping Experience, Service QualityAbstract
Customer satisfaction has become a critical factor in the success of e-commerce platforms, especially in an increasingly competitive digital marketplace. Platforms such as Flipkart and Amazon dominate the Indian e-retail landscape by offering a wide range of products, efficient delivery systems, secure payment options, and responsive customer service. This study examines the key determinants influencing customer satisfaction on these platforms, including website usability, product quality, pricing, delivery speed, return policies, and post-purchase support. The findings indicate that seamless user experience, timely delivery, and trustworthy return/refund mechanisms significantly enhance customer satisfaction. While both platforms perform strongly, Amazon is frequently associated with superior delivery consistency and customer service, whereas Flipkart often attracts customers through competitive pricing and localized offerings. Overall, e-commerce customer satisfaction is shaped by a combination of service quality, trust, convenience, and value for money, suggesting that continuous improvement in these areas is essential for sustaining customer loyalty.
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