Use of AI in Personalization in Quick Commerce and Its Impact on Customer Experience
Year: 2025
Type: article
Abstract: This study analyzes the impact of AI-powered personalization on consumer behavior and customer experience in India’s quick commerce (Q-commerce) sector. It examines how AI-driven recommendations influence impulse buying, satisfaction, convenience, and loyalty across Tier 1 and Tier 2 cities. Using a descriptive approach, the research combines qualitative data from focus groups and surveys with quantitative insights from case analyses of Blinkit, Swiggy Instamart, and BigBasket. Findings reveal that AI personalization has evolved from a functional tool to a behavioral catalyst—enhancing engagement, driving purchases, and building trust—though concerns around privacy and over-personalization persist. Emotional satisfaction and loyalty depend as much on transparency and reliability as on lgorithmic precision. Younger users embrace AI for its novelty, while older professionals value efficiency and control. Overall, the study underscores that Q-commerce personalization should shift from driving sales to fostering lasting, ethical, and trust-based customer relationships.
Author: Palak Kewlani, Meha Mathur, Vanshita
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: green
OpenAlex ID: W7091382515
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