Advanced International Journal for Research

E-ISSN: 3048-7641   •   Impact Factor: 9.11

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Call for Paper Volume 7, Issue 2 (March-April 2026) Submit your research before last 3 days of April to publish your research paper in the issue of March-April.
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Volume 7 Issue 2
March-April 2026

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Customer Satisfaction and Loyalty in Quick Commerce Vs Traditional E-Commerce FMCG Platforms

Author(s) Ms. Samia Saeed, Dr. Rohit Sharma
Country India
Abstract The rapid expansion of digital retailing has transformed the Fast-Moving Consumer Goods (FMCG) sector in India, particularly with the emergence of quick commerce alongside traditional e-commerce platforms. This study examines customer satisfaction and loyalty in quick commerce and traditional e-commerce platforms in Delhi NCR. A quantitative, comparative research design was adopted using primary data collected from 200 respondents, comprising 100 quick commerce users and 100 traditional e-commerce users. The study employed descriptive statistics, multiple regression analysis, and independent sample t-tests to analyze the data. Findings reveal that delivery speed significantly influences customer satisfaction in quick commerce, whereas pricing strategy is the key determinant of satisfaction in traditional e-commerce platforms. Trust positively impacts both satisfaction and loyalty across both models. Customer satisfaction strongly mediates the relationship between service factors and loyalty. Although both formats generate similar loyalty levels, they are driven by different strategic factors—speed and convenience in quick commerce, and pricing and assortment in traditional e-commerce. The study highlights the need for hybrid strategies integrating operational efficiency and value-based offerings.
Keywords Customer Satisfaction, Quick Commerce, FMCG, E-Commerce, Trust and Customer Loyalty
Field Business Administration
Published In Volume 7, Issue 1, January-February 2026
Published On 2026-02-28
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E-ISSN 3048-7641
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AIJFR DOI prefix is
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