A Study on Service Quality Analysis of E-Commerce Platforms (Amazon and Flipkart) Among Consumers in Kalapatti, Coimbatore

In the rapidly evolving digital economy, e-commerce platforms such as Amazon and Flipkart have become an integral part of consumers’ daily lives. These platforms provide convenience, competitive pricing, and a wide range of products. However, the success of e-commerce platforms largely depends on the quality of service delivered to customers. This study aims to analyze the service quality of Amazon and Flipkart among consumers in Kalapatti, Coimbatore. The research focuses on key dimensions such as delivery performance, product condition, pricing, payment security, refund process, packaging quality, and customer satisfaction. A descriptive research design was adopted, and primary data was collected from 110 respondents using a structured questionnaire. The study also utilized secondary data from journals, books, and online sources. The findings reveal that most customers are satisfied with delivery performance, product quality, and payment security. Flipkart is perceived to offer better discounts, while Amazon is preferred for service reliability. Overall, both platforms provide satisfactory service quality, but improvements are needed in customer support and handling special requests.