Impact of Delivery Speed on Customer Satisfaction in Online Shopping: A Focus on Quick Commerce’

This research examines the relationship between delivery speed and customer satisfaction in the context of quick commerce, or Q-commerce. This new form of ecommerce strives to meet customer orders within an astonishing possible timeframe of 10 to 30 minutes. With the growing preference for convenience, immediacy, and efficiency, Q-commerce platforms are focusing hardest on speedy delivery as a competitive advantage to build customer loyalty. The data reveals a clear link between customer satisfaction and faster delivery times, particularly amongst younger, digitally-savvy urban residents. The study also points out that dissatisfaction with meeting delivery timelines can sharply diminish satisfaction and, therefore increase the likelihood of complaints and diminish the likelihood of repeat purchases. In addition, the analysis emphasizes the role of delivery within the users and non users of the system, illustrating its value and importance in combination with trustworthy relationship in the enhancement of customer confidence towards the platform. The results highlight the necessity of balance between speed and the reliability of service and consistency of quality provided for the successful implementation of Q-commerce services. If the set timeframes for delivering goods are not met, it can greatly diminish customer satisfaction which, in turn, affects brand loyalty and revenue. The research concludes with a recommendation that improvement of last-mile delivery using dark stores and strategic resource allocation would greatly improve customer satisfaction and encourage sustained interaction with the platform.