A Systematic Literature Review on Parameters Affecting Q-commerce Customer Satisfaction

Abstract

Introduction: Online shopping is rapidly increasing and it is crucial to measure customer satisfaction for online businesses. Q-commerce is rapidly evolving business model which provides instant delivery.

Objectives: This study’s objective is to determine key parameters affecting Q-commerce customer satisfaction. To fulfill the purpose, a thorough review of the literature review has been conducted.

Methods: The systematic literature review was conducted using manuscripts available across Google Scholar, Research Gate, Elsevier, Scopus, ScienceDirect, and Google Search databases. This includes 11 Scopus articles, and 9 journal articles. The available literature is analyzed and based on the findings; the key parameters affecting Q-commerce customer satisfaction are derived..

Results: The research contributes to the stream of literature by identifying parameters affecting Q-commerce customer satisfaction. By conducting this review, we address the gaps identified in prior research

Conclusions: The review focuses on overall customer satisfaction considering pre-purchase, in-purchase, and post-purchase dimensions by following a hermeneutic approach. The Q-commerce business is expanding its scope and continuous growth is observed. The benefits of Q-commerce point towards the acumen of ‘instant gratification’ where people are satisfied by the platform providing services.