Comparative Study on Customer Retention of Blinkit and Zepto

Abstract Quick commerce's explosive growth in India has completely changed how people buy everyday necessities. Businesses like Blinkit and Zepto have become major players in the rapid commerce sector because to the rising demand for convenience and instant delivery. In a fiercely competitive industry, customer retention has emerged as a crucial component of these platforms' growth and viability. The purpose of this study is to evaluate and contrast Zepto's and Blinkit's client retention tactics. The study focuses on important elements that affect client retention, such as mobile application experience, customer satisfaction, discounts and offers, delivery speed, and service quality. This study made use of both primary and secondary data. Twenty respondents completed a structured questionnaire to provide primary data, and academic publications, industry reports, research papers, and company websites provided secondary data. The results show that in the rapid commerce industry, customer retention is highly influenced by delivery speed, price strategies, service quality, and customer experience. Zepto has an advantage in terms of perceived value and discount offerings, whereas Blinkit exhibits greater brand trust and higher usage among respondents. According to the study's findings, both businesses effectively retain clients using various tactics, underscoring the need of ongoing service enhancement in the fast commerce sector. Keywords: Blinkit, Zepto, Quick Commerce, Customer Retention, Delivery Speed, Customer Satisfaction, Consumer Behaviour, Service Quality