Quick Commerce (Q-Commerce) has revolutionised the Indian retail industry by making it possible for customers to quickly get necessities like food, household goods, medications, etc. Blinkit, Zepto, Swiggy, Instamart, and BigBasket are some of the platforms that have become quite popular in Indian market. Customers benefit from these platforms in various ways such as speed, convenience, and 0n-time delivery. This research study mainly focuses on customers behaviour toward instant delivery services. Significant factors including platform adoption, customer satisfaction, and buying behaviour have been considered in the research study.

In addition, Google Forms was used to administer a structured questionnaire for the survey. In addition to five Likert-scale statements measuring opinions about convenience, delivery speed, discounts, and customer satisfaction, this survey comprised approximately ten questions about consumer purchasing behaviour, demographics, spending patterns, and preferences.

According to the survey, it has been observed that time-saving, convenience, product availability, quick delivery, and promotional offers/discounts are driving the expansion of instant delivery services platforms throughout India. Additionally, it has been observed that although most customers have positive outlook, there are still a lot of concerns with occasional delays, expensive shipping fees, and the unavailability of specific products. The research study comes to the conclusion that in this fiercely competitive rapid commerce sector, retaining clients and upholding customer loyalty depend on maintaining operational efficiency, providing products at reasonable pricing, and improving end user experience.

 

 

Keywords

Quick Commerce, Customer Satisfaction, Consumer Buying Behaviour, Blinkit, Zepto, Swiggy Instamart, BigBasket, Online Grocery Shopping, Consumer Behaviour, Tier 1 Cities, Metro Cities, Urban India, Adoption Rate, Service Quality, Digital Retail