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

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.