• Version
• Download 9
• File Size 408.49 KB
• File Count 1
• Create Date 4 April 2025
• Last Updated 4 April 2025

OPTIMISING QUICK COMMERCE OF SWIGGY INSTAMART:

A STUDY ON SERVICE QUALITY DIMENSION

Authors:

Dr. S. S. RAMYA¹, DIVYA .C, POOJASRI.R, PUJA.S.P, RATHISHENI MABLE.J, RITHIKAA.A.A SAPITHA.A & SURENDAR.R ²

¹Assistant Professor, Department of Commerce, PSG College of Arts & Science, Coimbatore-14.

Email ID: ramyaspsg@gmail.com,

ORCID ID: https://orcid.org/0000-0002-9547-1272

²Student of III B. Com(CS), Department of Corporate Secretaryship, PSG College of Arts & Science, Coimbatore-14.

Abstract: Despite the rapid growth of Q-Commerce in Coimbatore, there is a noticeable gap between customer expectations and perceived service quality. Factors such as order accuracy, delivery timeliness, customer support responsiveness, and fulfillment efficiency significantly influence customer satisfaction. However, challenges such as inconsistent delivery times, inventory stockouts, refund complexities, and customer service inefficiencies impact the overall experience. This study aims to analyze the service quality dimensions that affect customer perception, identify key areas of dissatisfaction, and provide recommendations for optimizing Swiggy Instamart performance. By leveraging the SERVQUAL model, the research will assess how reliability, responsiveness, assurance, empathy, tangibles, fulfillment efficiency, and price influence customer satisfaction and loyalty in Swiggy Instamart of Coimbatore.

Key words: Q-Commerce, Service Quality& Swiggy Instamart