Author(s) :

Ava Gordon.

Volume/Issue :

Abstract :

Quick commerce platforms have made rapid delivery of food and groceries routine, yet their route to sustainable profitability remains uncertain. This study examines whether customer loyalty contributes to f inancial stability and unit economics in the quick commerce sector. We employ a mixed-methods design that combines a literature review, a survey of 100 customers conducted in August 2025, and regression analysis to examine the relationship between loyalty drivers and customer satisfaction. Results show that loyalty, convenience, and promotions are positively associated with satisfaction, emotional attachment is the strongest predictor, and repeated usage is negatively associated with satisfaction, suggesting friction for heavy users. Triangulated with industry evidence, the findings indicate that loyal customers can increase order density and reduce reliance on costly acquisition discounts, thereby improving cost efficiency. Companies should shift resources from broad discounting toward retention levers such as reliable service, faster delivery, and personalized engagement. The study contributes to the sustainability debate by connecting consumer behavior to operational and financial outcomes in quick commerce.