A Study on Customer Perception and Satisfaction Towards Digital Tracking Systems in Amazon and Flipkart Parcel Services in Coimbatore City

Abstract

The rapid expansion of e-commerce has increased the importance of digital tracking systems in parcel services. This study examines customer perception and satisfaction towards digital tracking systems used by Amazon and Flipkart in Coimbatore city. A descriptive research design was adopted, and primary data were collected from 110 respondents using a structured questionnaire. The study evaluates factors such as tracking accuracy, real-time updates, ease of access, transparency, and reliability. Statistical tools such as percentage analysis and ranking methods were applied. Findings reveal that 42.7% of respondents use both platforms equally, 39.1% are satisfied with digital tracking, and accuracy and timely updates significantly influence customer satisfaction. The study concludes that effective digital tracking enhances customer trust, reduces uncertainty, and strengthens loyalty. Recommendations include improving update frequency, enhancing interface clarity, and integrating predictive delivery features.

Introduction

Digital transformation in logistics has significantly enhanced parcel delivery services, with e-commerce platforms like Amazon and Flipkart offering real-time tracking features that improve transparency and customer experience. In commercial cities like Coimbatore, accurate tracking is critical for customer satisfaction. However, issues such as delayed updates, inaccurate delivery estimates, and confusing tracking interfaces still affect users.

A descriptive study of 110 respondents analyzed customer perception and satisfaction with digital tracking systems. Key findings include:

• Demographics: Majority aged 21–30 (42.7%), more female respondents (54.5%), and many employees (34.5%) with monthly family income between ?30,000–?50,000.

• Platform Preference: 42.7% use both Amazon and Flipkart equally; Flipkart alone (40.9%), Amazon (16.4%).

• Satisfaction Levels: 39.1% satisfied, 15.5% highly satisfied, while 20.9% are dissatisfied or highly dissatisfied.

• Usage Insights: Most users track parcels sometimes or often; 54.6% find real-time tracking useful; mobile apps are the preferred method.

• Challenges: Delays in updates, app loading problems, and confusion during the “Out for Delivery” stage reduce satisfaction; tracking interfaces are not always user-friendly.

Suggestions: Enhance tracking accuracy, reduce delays, provide AI-based delivery predictions, implement map-based live tracking, simplify interfaces, offer multilingual support, and strengthen cybersecurity. Continuous innovation is necessary to meet rising customer expectations.

Conclusion

Digital tracking systems play a crucial role in improving customer satisfaction in e-commerce logistics. The study confirms that customers in Coimbatore value transparency, real-time updates, and reliability in parcel tracking systems. While Amazon and Flipkart provide efficient tracking services, improvements in accuracy and communication can further enhance customer experience. Effective digital tracking strengthens trust, loyalty, and competitive advantage in the e-commerce market.

References

[1] Asawawibul, S. (2025). Influence of logistics cost and tracking accuracy on customer satisfaction in e- commerce. [2] Odimarha, Ayodeji & Abaku (2024). Digital tools and tracking systems in logistics service satisfaction. Sobaih, A.E.E. (2023). Factors affecting parcel delivery satisfaction. [3] Ivanov, D., Dolgui, A., & Sokolov, B. (2022). Digital transformation in supply chains. [4] Pipatchokchaiyo, T., & Meenakorn, S. (2022). Service quality and tracking accuracy in parcel delivery. Ramya (2020). Customer perception of online shopping. [5] Handoko et al. (2016). Delivery service quality and customer satisfaction in e-commerce.

Copyright

Copyright © 2026 Ms. Gokila , Mr. L. R. Siva Raman. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.