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
