Consumer Behaviour and Satisfaction towards Quick Commerce Services: An Empirical Study in Hyderabad, Telangana

The present study, 'Consumer Behaviour and Satisfaction towards Quick Commerce Services: An Empirical Study in Hyderabad, Telangana,' provides comprehensive primary-data-based evidence on the adoption drivers, usage patterns, satisfaction levels, and challenges of Q-Commerce consumers. The study confirms that Q-Commerce has established itself as a meaningful consumer habit in Hyderabad, with 82% of respondents using platforms regularly and 80% expressing high overall satisfaction. Delivery speed — the 10-30 minute delivery promise that defines Q-Commerce — is empirically confirmed as the primary adoption driver and satisfaction generator, with 80% satisfaction on this dimension. Convenience, product availability, and app experience are the other key satisfaction drivers. The study's three hypotheses — linking age to adoption frequency, income to order value, and service quality to satisfaction — were all accepted at the 5% significance level, providing statistical rigour to the study's descriptive findings. The challenges identified — limited product range (50%), high delivery charges (45%), and occasional delivery delays (42%) — are not merely consumer inconveniences but strategic vulnerabilities that, if unaddressed, could slow Q-Commerce's growth trajectory as the sector matures and discount-driven user acquisition becomes unsustainable. Platforms that invest in service quality, SKU expansion, pricing transparency, and customer support improvement will build the genuine consumer loyalty needed to sustain profitability. As India races toward its digital economy vision under the Digital India Programme, Q-Commerce exemplifies the intersection of technology, logistics innovation, and changing consumer lifestyles. Its growth is not merely a market story but a reflection of India's urbanisation, income growth, and digital adoption. With the right service quality investments and inclusive strategies to reach a broader demographic, Q-Commerce has the potential to be a transformative force in Indian retail — not merely a convenience for the urban elite but a genuine contributor to efficient, equitable consumer access in India's cities.

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