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From Clicks to Delivery in Minutes: Analyzing Customer Satisfaction in Zepto's Quick-Commerce Digital Grocery

Sabarish R1, Karthik Rajan C S2

1Department of Commerce, SRM Institute of Science &Technology, Kattankulathur, Chennai, Tamilnadu, India

2Department of Psychology, SRM Institute of Science &Technology, Kattankulathur, Chennai, Tamilnadu, India

Abstract

The rapid evolution of quick-commerce platforms has transformed consumer behaviour in the FMCG sector, with Zepto emerging as a key player in India’s online grocery delivery space. This study investigates customer satisfaction with FMCG products purchased via Zepto, emphasizing product quality, pricing, freshness, delivery efficiency, and brand variety. Using a descriptive research design, data were collected through structured surveys and in-depth interviews from 108 respondents, primarily young adults aged 18–25. The findings reveal that while a majority perceive Zepto's product quality and delivery speed positively, a significant portion remains neutral, suggesting room for improvement in packaging, pricing transparency, and product availability. Descriptive statistics highlight key drivers of satisfaction, including value for money and the breadth of brand offerings. The study underscores the importance of aligning operational efficiency with evolving customer expectations in the competitive quick-commerce landscape. Recommendations are offered to enhance customer experience and strengthen Zepto’s market positioning. This research contributes to the growing discourse on consumer satisfaction in digital retail environments and offers strategic insights for e-commerce and supply chain professionals.

Keywords: FMCG, Customer Satisfaction, Quick Commerce, Zepto, E-commerce, Delivery Logistics, Consumer Behaviour, Value Perception, Online Retail.