Authors: Abhay, Dr. Amrutha N
Abstract: The rapid proliferation of Quick Commerce (q-commerce) has redefined urban grocery and essentials delivery ecosystems across India. This empirical study evaluates consumer satisfaction levels, operational touchpoints, and retention drivers towards Zepto's 10-minute delivery model within the Bangalore metropolitan area—a tech-dense market characterized by high disposable incomes and intense time poverty. Utilizing a positivist, mixed-methods framework, primary data was cross-sectionally collected from N=250 active platform users across major technology and commercial hubs using structured questionnaires. The empirical findings indicate that delivery speed, freshness of perishables, and application user interface (UI) design exert the highest cumulative impact on consumer satisfaction. Inferential statistical testing revealed a strong, positive linear relationship between perceived service reliability and ultimate platform loyalty (r = 0.812, p < 0.05). Multiple linear regression analysis proved that delivery speed and product freshness are the strongest statistical predictors of customer retention, explaining 71.4% of the variance in overall customer satisfaction. Conversely, out-of-stock surges and surge pricing during monsoons were identified as primary friction points. The paper concludes with actionable operational frameworks for optimizing dark store logistics, minimizing cart abandonment, and fostering brand loyalty in hyper-competitive urban centers.
