Customer Satisfaction toward Quick Commerce

Abstract

This study explores customer satisfaction and behavioural trends on Quick Commerce (Q-commerce) platforms in urban India. With the growth of ultra-fast delivery services such as Blinkit and Zepto, understanding user preferences and service quality perceptions is critical. A structured survey was conducted among 100 urban consumers in Anand using purposive sampling. Data were analysed using descriptive statistics, percentage analysis, and Likert scale evaluation. Key findings indicate that 74% of respondents place six or more orders monthly, with Blinkit and Swiggy Instamart being the most preferred platforms. Major satisfaction drivers include order accuracy (72%), delivery professionalism (65%), and customer support responsiveness (72%). While overall satisfaction is high, gaps remain in service consistency and delivery behaviour. This research adds to the emerging literature on Q-commerce in India and offers actionable insights for improving customer experience. However, the study is limited by its geographically localized sample and the use of self-reported data, which may introduce response bias. Future research could benefit from incorporating inferential statistical techniques and expanding the sampling scope across multiple cities for broader generalizability. This manuscript offers timely and relevant insights into the evolving landscape of digital retail, focusing on the rapid adoption of Quick Commerce (Q-commerce) in urban India. With increasing reliance on ultra-fast delivery platforms such as Blinkit and Zepto, understanding consumer satisfaction and behavioural trends is crucial for shaping both academic frameworks and business strategies. The study provides valuable empirical data reflecting consumer usage, preferences, and satisfaction indicators, which can inform future research, policy decisions, and industry practices. As the Q-commerce sector grows globally, this paper contributes to the limited academic literature in emerging economies and offers practical directions for service improvement and user experience enhancement.