OPTIMISING QUICK COMMERCE OF SWIGGY INSTAMART: A STUDY ON SERVICE QUALITY DIMENSION

Despite the rapid growth of Q-Commerce in Coimbatore, there is a noticeable gap between customer expectations and perceived service quality. Factors such as order accuracy, delivery timeliness, customer support responsiveness, and fulfillment efficiency significantly influence customer satisfaction. However, challenges such as inconsistent delivery times, inventory stockouts, refund complexities, and customer service inefficiencies impact the overall experience. This study aims to analyze the service quality dimensions that affect customer perception, identify key areas of dissatisfaction, and provide recommendations for optimizing Swiggy Instamart performance. By leveraging the SERVQUAL model, the research will assess how reliability, responsiveness, assurance, empathy, tangibles, fulfillment efficiency, and price influence customer satisfaction and loyalty in Swiggy Instamart of Coimbatore. Key words: Q-Commerce, Service Quality& Swiggy Instamart