UNDERSTANDING CONSUMER SATISFACTION IN QUICK COMMERCE SHOPPING

Abstract

The report based on my major research project starts with an introduction of the research project, scope, and objectives of the project, leading to the literature review, conceptual framework of employee engagement, research methodology and analysis. The research aimed to explore customer satisfaction and factors influencing usage intentions regarding hyperlocal grocery delivery services or quick commerce. Conducted through individual interviews at a local mall, the survey gathered data on delivery time, product quality, pricing perception, and overall satisfaction. Findings revealed that most participants expressed moderate to high levels of satisfaction with hyperlocal grocery delivery services. Product quality, delivery time, and app usability emerged as significant factors influencing overall satisfaction. Demographic analysis unveiled variations in satisfaction levels, with younger participants tending to report higher satisfaction compared to older age groups. Despite certain limitations, such as the sampling method employed and potential biases associated with mall-based surveys, the research provides valuable insights into customer preferences. Recommendations suggest prioritizing investments in product quality, delivery efficiency, and app functionality to enhance customer satisfaction and drive repeat business. In conclusion, understanding customer preferences and delivering an exceptional experience are crucial for success in the competitive hyperlocal grocery delivery market. Addressing key factors identified in the study can help service providers meet customer expectations and foster long-term loyalty.