V3I1P29

A Study on the Role of Trust in Driving Customer Loyalty in 10-Minute Delivery Services

Pratiyush Sahoo^1*, Prayash Sahoo²

Abstract

The rapid growth of 10-minute delivery services has transformed consumer purchasing behavior by offering ultra-fast delivery of groceries and daily essentials. While speed is a key competitive factor, sustaining customer loyalty in such services depends largely on customer trust. This study aims to examine customer trust in 10-minute delivery services, identify the factors influencing trust, and analyze the impact of trust on customer satisfaction. The study is based on primary data collected through a structured questionnaire from 156 users of 10-minute delivery services. A quantitative and descriptive research design was adopted, and data were analyzed using descriptive analysis and interpretation of response patterns. The findings reveal a high level of customer trust in timely delivery, payment security, accurate order fulfillment, and product quality. Trust was also found to positively influence customers’ perception of service quality and provide a comfortable, stress-free service experience. The study concludes that trust plays a crucial role in enhancing customer satisfaction in 10-minute delivery services. The findings offer valuable insights for quick-commerce platforms to strengthen trust and improve overall customer experience.

Keywords:

Ultra-Fast Delivery, Online Grocery Delivery, E-Service Trust, Customer Experience, Last-Mile Delivery