Impact of waiting time on customer satisfaction in quick commerce: The moderating role of compensation strategy

Thiruchelvi, Thiruchelvi and Sudhiksha, S and Tamilmarai, Varuni and Shabbir, Aasia Parveen and Sundaram, Deebadarsene and Balamurali, Prasheetha (2025) Impact of waiting time on customer satisfaction in quick commerce: The moderating role of compensation strategy. International Journal of Science and Research Archive, 15 (2). pp. 568-575. ISSN 2582-8185

In today's changing service environment, establishing and maintaining customer happiness is a critical factor in determining success of a business and maintaining customer’s loyalty. This study investigates how waiting times affect customer satisfaction and determines if compensation plans may effectively offset unhappiness. Structured questionnaires were used to gather information from consumers in a variety of quick commerce industries, including food delivery and retail. The findings demonstrated a clear inverse relationship between consumer satisfaction and higher wait times. Although it was discovered that compensatory methods somewhat improved satisfaction, they were unable to completely offset the detrimental effects of prolonged delays. These findings highlight the need for service providers to focus on cutting wait times rather than relying solely on compensating measures. The study highlights that timely service delivery is still crucial to maintaining customer loyalty and overall satisfaction, and it offers helpful guidance for businesses trying to manage operational constraints and enhance the customer experience.