An Analytical Study on Customer Satisfaction Towards Online Grocery Platforms in Coimbatore City

Abstract

The rapid growth of digital technology has transformed the retail sector, especially the grocery market. Online grocery platforms provide convenience, time savings, and a wide range of products to customers. This study analyzes customer satisfaction towards online grocery platforms in Coimbatore city. The research focuses on factors such as product quality, delivery service, pricing, and ease of use of the applications. Primary data were collected through structured questionnaires from customers using online grocery platforms. The study found that convenience, quick delivery, and product availability are the major factors influencing customer satisfaction. The findings help online grocery companies improve their services and enhance customer experience.

Introduction

The growth of internet technology and smartphones has significantly changed consumer buying behavior, leading to the rapid growth of online grocery shopping. Customers prefer these platforms because they offer convenience, time-saving benefits, easy price comparison, and doorstep delivery. Popular platforms such as BigBasket, Blinkit, Zepto, and Amazon Fresh provide these services to customers. In cities like Coimbatore, the adoption of online grocery platforms is increasing as consumers expect quality products, timely delivery, secure payments, and user-friendly applications.

The study aims to analyze customer satisfaction with online grocery platforms, identify factors influencing customer preferences, and evaluate service quality and delivery performance. Previous research indicates that convenience, website usability, product quality, competitive pricing, and efficient delivery services are key factors affecting customer satisfaction.

The research used a descriptive research design and collected primary data from 100 respondents through questionnaires in Coimbatore city. Secondary data were gathered from books, journals, and previous studies. The results show that most users of online grocery platforms belong to the 21–30 age group, indicating higher adoption among young adults.

The analysis reveals that customers are generally satisfied with product quality and product availability, while pricing and packaging receive moderate satisfaction. However, delivery time shows mixed responses, with some customers experiencing delays. Convenience, time-saving, and discounts strongly influence customer preferences for online grocery shopping.

The study concludes that online grocery platforms are widely accepted due to their convenience, but improvements are needed in delivery efficiency, consistent product quality, attractive promotional offers, better customer support, and more user-friendly mobile applications to enhance overall customer satisfaction.

Conclusion

Online grocery platforms have become an essential part of modern retailing, especially in urban areas like Coimbatore. The study shows that customers prefer online grocery shopping due to convenience, time-saving, and better accessibility. Although most customers are satisfied with the services provided by online platforms, improvements in delivery speed, product quality, and customer service can further enhance customer satisfaction. Online grocery companies must focus on service quality and technological improvements to remain competitive in the growing e-commerce market.

References

[1] Ramanathan, U. (2017). Customer satisfaction in online retailing. Journal of Retail Studies. [2] Gupta, S., & Kim, H. (2018). The role of website usability in online shopping satisfaction. International Journal of E-commerce. [3] Sharma, R. (2020). Consumer behaviour in online grocery shopping. Marketing Research Review. [4] Kumar, P., & Reddy, S. (2022). Factors influencing customer satisfaction in online retail platforms. International Journal of Business Research.

Copyright

Copyright © 2026 Mr. Sathya Prakash R, Mr. P. Keerthi Vasan. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.