Innovating Quick Commerce Logistics: The Swiggy Instamart Model for Grocery Delivery in Coimbatore
Year: 2025
Type: conference-paper
Abstract: This study investigates the operational efficiency, customer satisfaction, and logistics innovations of Swiggy Instamart's quick commerce (Q-commerce) model in Coimbatore. With the growing need for ultra-fast grocery delivery in Tier-2 cities, the research surveyed 150 customers, 30 delivery executives, and 10 logistics managers using structured questionnaires. Findings reveal that 60% of the customers related to swiggy delivery speed of 4 to 5 on asatisfaction scale, and 55% are satisfied with product availability. Regression analysis showed that delivery speed and app usability were strong predictors of overall customer satisfaction (R² = 0.61). GIS mapping identified high-order density zones such as Gandhipuram and Peelamedu, highlighting the strategic need for more dark stores in East Coimbatore. Comparative analysis showed that 48% of users preferred Swiggy over competitors like Blinkit and Zepto. While Swiggy leads in delivery time and user interface satisfaction, operational challenges such as traffic congestion and order delays remain. The study concludes that Swiggy Instamart's AI-driven inventory system and dark store model are instrumental in achieving rapid delivery, but continuous improvement in logistics and customer experience is necessary for long-term sustainability and competitiveness in the Q-commerce space.
Authors: Varshini D, Sasiyan L, Sri Ganesh, Viswanathan I
Institution: KV Institute of Management and Information Studies
Language: English
Subfield: Building and Construction
Field: Engineering
Domain: Physical Sciences
Open Access status: green
OpenAlex ID: W6893287646
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