Customer Loyalty in Quick Commerce: A Study of Key Influencing Factors

Abstract

With lightning-fast delivery of groceries and everyday necessities, quick commerce (Q-commerce) platforms have become a major part of the e-commerce sector. Despite rapid adoption, customer retention remains difficult due to intense competition and shifting consumer expectations. In urban Indian markets, this study examines how customer loyalty is impacted by service quality, delivery experience, customer satisfaction, trust, and digital usability. The study identifies important factors that influence loyalty and provides useful advice for Q-commerce companies based on primary data gathered from 150 respondents using structured questionnaires and analysed using descriptive and inferential statistics. The study also emphasizes how demographic factors, especially age and digital proficiency, impact how q-commerce consumers perceive loyalty. An expanded loyalty model designed especially for the q-commerce environment is one of the theoretical contributions that fills in the gaps left by the literature on traditional retail and e-commerce. From a managerial perspective, the results provide useful information for q-commerce platforms looking to enhance last-mile operations, create retention strategies, and use data-driven customization to build enduring consumer connections.