Customer Satisfaction with Q-Commerce in Grocery Purchase

Digital technology has dramatically impacted the retail industry, especially grocery sector. Recently, there has been a new type of grocery business - Quick Commerce (Q-Commerce), where products are delivered in a very short amount of time, typically 10-30 minutes. Consumers have turned to popular platforms like Blinkit, Zepto, Swiggy Instamart, and BigBasket to purchase their grocery needs quickly and easily. The purpose of this research is to analyze customer satisfaction with grocery Q-commerce services. This includes analyzing consumer behaviour and factors that lead customers to use Q-Commerce platforms, as well as overall consumer satisfaction. This research includes an analysis of the following key components of customer satisfaction: speed of delivery; ease of use and convenience; availability of products; price; and service quality. Primary data was collected using a structured survey questionnaire developed via Google Forms. The survey included questions regarding demographics, frequency of use of Q-Commerce apps, preferred Q-Commerce platforms, and level of satisfaction. A sample of respondents was used to identify trends relating to customer perceptions and attitudes towards quick commerce grocery services. Most customers choose Q-Commerce for its convenience and speed of delivery according to the findings of this research. Most survey respondents were satisfied with Q-Commerce and said they will keep using it. Some customers had bad experiences, including misses, delivery delays, mis-deliveries, and higher prices than grocery stores. In conclusion, Q-Commerce has become a major part of how groceries are purchased. Improving logistics, pricing, and service quality will help Q-commerce maintain or grow customer satisfaction and continued success in the online grocery industry.