Quick Commerce and Customer Retention: A Study of Blinkit and Zepto

Quick Commerce and Customer Retention: A Study of Blinkit and Zepto

Kanishka Goel

MBA Student, Tecnia Institute of Advanced Studies

Email: kanishkagoel2211@email.com

Dr. Pooja Sharma2

Associate Professsor, Tecnia Institute of Advanced Studies

Abstract

Quick commerce, also known as Q-Commerce, has completely changed how people shop for grocery and daily life products through very quick deliveries (within 10–20 minutes). Platforms like Blinkit and Zepto have gained a competitive advantage by making efficient use of  modern and new technology, forecasting demand, and properly located micro-fulfillment centers. However, while these companies focus on speed and heavy discounting strategies, a lot of other aspects are not considered by them. This paper aims to find out if faster deliveries and frequent discounts ensure long-term customer retention and loyalty for q-commerce companies. The answer to this question will heavily impact the future of q–commerce players in our country.

This research paper covers various topics like: the rise of Q-Commerce in India, what are the marketing strategies used by major players, various pricing models, and customer satisfaction levels of Blinkit and Zepto. By evaluating customer reviews and secondary data , this study point out the different factors influencing consumer retention in this high competitive sector. The  findings indicate that while the customers definitely prefer speed and affordability, other factors like service consistency, product quality, and customer support play a more significant role in making sure the customers are retained for the long run.

KEYWORDS: Q-commerce, quick commerce, blinkit, zepto, swiggy, fast delivery, e-commerce