Future of Post Pandemic Retail: Emergence of New Retail Format -Quick Commerce and Dark Stores

Abstract: The COVID-19 pandemic has significantly impacted the way of life of consumers round the world. The rapid onset of digitalization, the uncertainty caused due to the pandemic, increased investment opportunities has further impacted the e-commerce and retail sector to a large extent. Omnichannel retailing is fast proving to be a major game changer in the retail sector. Retail players both online or offline are increasingly implementing new strategic initiatives like opening of new technology enabled physical stores, using new digital platforms and channels etc. to innovate the offerings for the customer. The customer today is spoilt for choice- be it technology driven marketing, information available at fingertips for informed decision making, the fastest order fulfilment or instant gratification through online purchases. The customer is delighted at every possible instance – this has led to increased pressure on the companies to focus on supply chain, logistics, product innovations etc. This paper studies the ecommerce trends in the Indian market, changes in the consumer behaviour due to COVID 19 pandemic, the rise of the quick commerce trends in the Indian retail sector, evolution of new logistical format- the dark stores and ghost kitchens for last mile delivery, its impact on customer delight by providing customer value. Keywords: Post Pandemic Retail, Quick Commerce, Dark Stores, New Retail, Customer Value, Omnichannel Retail, Last Mile Delivery, Porter’s Value Chain Analysis