GAP IDENTIFICATION E-COMMERCE WEBSITE(FLIPKART/SNAPDEAL/AMAZON)

S.noCompany NameGAPOUTCOME

F1FlipkartPerception GapNo feel experience

S1/A1Snapdeal/amazonCommunication Gap- No product confirmation via mobile sms/callWrong item is delivered

S2SnapdealRefund TimePeople's money is blocked leading reputation damage for brand

S3SnapdealDamaged itemsNot good for buying Laptops/electronics and accessories

S4SnapdealPoor Delivery Time/Less responsiveNo repurchase

S5SnapdealNo gift wrappingNo addition service like flipkart/amazon

S6SnapdealThey aren't genuine about their stock availabilityPoor Information provided to customer increasing number of complaints

A2AmazonNo air bubble packaging in amazon for electronic goodsReceived damaged product at customer end

A3AmazonThey dont call before comingLack of touch points/CRM

A4AmazonDelivery Gap- They don't provide delivery agent number due to their policies.Customer is irritated if product doesnt deliver by delivery date

Assignment QMSS

E-Commerce Website EvaluationRate the website's performance on a scale of5(strongly disagree) to 1(strongly agree)Top of FormName

This site makes it easy to find what I need.12345

Flipkart

Amazon

Snapdeal

This site is simple to use.12345

Flipkart

Amazon

Snapdeal

This site is always available for business.12345

Flipkart

Amazon

Snapdeal

It delivers orders when promised.12345

Flipkart

Amazon

Snapdeal

It does not share my personal information with other sites.12345

Flipkart

Amazon

Snapdeal

It provides me with convenient options for returning items.12345

Flipkart

Amazon

Snapdeal

This site offers a meaningful guarantee.12345

Flipkart

Amazon

Snapdeal

This site compensates me for problems it creates.12345

Flipkart

Amazon

Snapdeal

It picks up items I want to return from my home or business.12345

Flipkart

Amazon

Snapdeal

This site provides a telephone number to reach the company.12345

Flipkart

Amazon

Snapdeal

RESPONSE SHEETNumber of Respondents - 13