Tangible Service Quality and Customer Satisfaction in Quick Commerce Applications: Empirical Evidence from Haryana

The rapid expansion of quick commerce applications has intensified competition among digital retail platforms, making service quality a critical determinant of customer satisfaction. This study examines the influence of tangible service quality attributes on customer satisfaction in quick commerce applications operating in Haryana. Using the SERVQUAL framework, primary data were collected from 500 active users of quick commerce applications. Tangible attributes such as app interface design, packaging quality, product condition upon delivery, and appearance of delivery personnel were measured. Data were analysed using descriptive statistics, Pearson?s correlation, and multiple regression analysis. The results indicate a statistically significant and positive relationship between tangible service quality and customer satisfaction (r = 0.46, p < 0.05). Regression analysis shows that tangible service quality explains 21% of the variance in customer satisfaction, confirming its meaningful predictive power. The findings suggest that physical and visual service cues remain essential even in app-based retail environments. Managers should focus on improving packaging consistency, interface aesthetics, and delivery professionalism. The study extends SERVQUAL applicability to the emerging quick commerce sector in India and provides empirical evidence from a developing market context.