Author(s) :

Lokesh Singh.

Volume/Issue :

Abstract :

Quick commerce, or Q-commerce, is changing the way people shop by offering super-fast delivery of groceries and daily essentials—often in just 10 to 30 minutes. This model is gaining huge popularity in India, especially in busy cities where people value speed and convenience. Platforms like Blinkit, Zepto, Swiggy Instamart, and BBNow are leading this trend by helping customers get what they need without stepping out of their homes. This study looks at what really matters to customers when they use these Q commerce services. What makes them happy? What keeps them coming back? To find out, a survey was conducted with 300 people who regularly use these platforms. The survey focused on five key areas: • How fast the delivery is • Whether the items they want are available • How easy the app is to use • Whether prices are reasonable • How good the customer service is After analyzing the responses, two things stood out: delivery speed and app usability are the most important factors for customer satisfaction. People really appreciate it when their orders arrive quickly, especially when they’re in a rush or need something urgently. They also like using apps that are simple, smooth, and don’t crash or confuse them. Other factors like having a wide variety of products, fair pricing, and helpful customer service do matter—but not as much as speed and a user-friendly app. In fact, since most Q-commerce orders are small and routine (like milk, snacks, or vegetables), people are less focused on deep discounts or talking to customer support—what they really want is quick, hassle-free service. The findings of this study can help Q-commerce companies improve their services. If they focus on making deliveries even faster and keeping their apps easy to use, they’ll likely keep more customers happy and loyal. The study also suggests that future research could look into things like how delivery services can be made more eco-friendly, or how customer needs vary in smaller towns and cities. In short, Q-commerce is not just about fast delivery—it’s about making life easier. And when done right, it has the power to change how India shops, one quick delivery at a time. lo

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