Customer Behaviour & Satisfaction towards Blinkit & Zepto Quick Commerce Service in Coimbatore City
Author : S Priyanka, V Kowsikan and M Sri Hari
Abstract :
The rapid growth of quick commerce platforms has transformed consumer shopping behaviour in urban India. This study examines customer behaviour and satisfaction towards Blinkit and Zepto in Coimbatore city, focusing on factors such as delivery speed, product availability, pricing, and user experience. Primary data was collected through surveys and interviews with local consumers, supplemented by secondary research on industry trends. Findings reveal that Zepto’s ultra-fast delivery model appeals strongly to young professionals seeking immediacy, while Blinkit’s broader product range and promotional offers attract families and bulk buyers. Customer satisfaction is influenced by reliability of delivery, ease of app navigation, and perceived value for money. While both platforms have successfully reshaped shopping habits, challenges remain in managing consumer expectations, ensuring operational efficiency, and sustaining loyalty in a competitive market. The study highlights the need for balancing speed with service quality to enhance long-term customer satisfaction in Coimbatore’s evolving quick commerce ecosystem.
Keywords :
Customer Behaviour, Customer Satisfaction, Quick Commerce.
