Published Paper Details:

The growth of internet technology and digitalization has made online shopping an essential part of consumers' daily lives. Amazon and Flipkart are the two leading e-commerce platforms widely used by customers in Bagalkote due to their convenience, wide product range, attractive offers, and doorstep delivery. This study aims to examine customer satisfaction towards these platforms and identify the factors that influence their shopping experience. The study is based on primary data collected from 100 respondents through a structured questionnaire, while secondary data were gathered from journals, books, and websites. The collected data were analyzed using MS Excel and SPSS with statistical tools such as descriptive analysis, Pearson correlation, ANOVA, and the Independent Sample t-test. The findings reveal that product quality, pricing and offers, delivery services, and payment security with return policies significantly influence customer satisfaction. The study also shows that age, monthly income, and online shopping experience affect customer satisfaction, while gender, education, and occupation do not have a significant influence. Overall, customers are satisfied with both Amazon and Flipkart, with no significant difference in their overall satisfaction levels. The study provides valuable insights that can help e-commerce companies improve their services, strengthen customer trust, and enhance the overall online shopping experience.