Analyzing the Success Factors Of Quick Commerce In India: A Study On Customer Satisfaction And Demographic Influences

Purpose: In India, grocery shopping is undergoing a transformative change with the rapid rise of Quick Commerce (Q commerce) platforms. The aim of our research is twofold: to pinpoint the primary drivers behind consumer satisfaction and habitual usage of these websites, and to evaluate the impact of demographic factors on consumers' intentions to make purchases.Design/Methodology/Approach – Using a structured questionnaire and a 10-point Likert scale, we collected data from a random sample of 137 respondents through a correlational approach. Multiple Regression, ANOVA, and t-tests were used for empirical estimations.Findings- 75% of the respondents rated timely delivery as highly satisfying, and this, along with product quality and return/refund policies, were found to be significant contributors to consumer satisfaction. While convenience and speedy delivery were the top reasons behind sustained and frequent usage of Q Commerce platforms, it was unexpectedly discovered that demographic variables like age, gender, income, and occupation had no significant impact on purchase intentions within this context.Practical Implications- Enhancing customer satisfaction and fostering a loyal customer base are top priorities for Q Commerce businesses. Based on the escalating competition, improving delivery speed, product quality, and convenience are pivotal to achieving success. This study offers useful insights to assist in accomplishing these goals.Originality/Value- In India’s burgeoning Q Commerce sector, this research delves into the factors that underpin consumer satisfaction and loyalty, showcasing a pioneering effort. Industry stakeholders can leverage actionable recommendations that offer unique insights.