Perceived Service Quality And Customer Loyalty Towards Flipkart.com – A Study On Young Adults Belonging To Kolkata City

Modern science and technology have made people's life easier and convenient. As one of the outcomes of modern science and technology, the internet has been deeply into every aspect of people's daily life. Online shopping is an important example of that aspect. The aim of the present investigation is to study the service quality as perceived by the young adults of Kolkata City and also customer loyalty towards flipkart.com. Accordingly, a group of 100 young adults (50 male and 50 female) between the ages 18 to 25 years were selected as sample in this investigation. A General Information Schedule, Site Quality Questionnaire, Electronic Service Quality Questionnaire and Customer Loyalty Questionnaire were used as tools. The findings revealed that male group differ with female group in terms of perceived service quality but no significant difference was observed in case of customer loyalty. The study also indicates that the more the shopping experience, the better is the service quality. The same is true for customer loyalty also. Besides this, there is positive correlation between perceived service quality and customer loyalty. The findings may help to increase the service quality better in comparison to the existing condition considering the factors – efficiency, fulfillment and contact facilities of flipkart.com.