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Chandan A. Chavadi

Role of Q-Commerce Instant Gratification on Customer Satisfaction : The Moderating Effect of Green Packaging - P.30-50

Purpose : This research investigated the role of Q-commerce instant gratification on customer satisfaction, employing the stimulus-organism-behavior-consequence framework.

Methodology : We collected 428 survey responses from Indian consumers who had used the Q-commerce apps through purposive and stratified sampling. Subsequently, we employed structural equation modeling to analyze the data collected.

Findings : The results revealed that instant gratification had a positive influence on customer engagement, experience, and satisfaction. Additionally, customer satisfaction affected repurchase intention and word-of-mouth (WOM), and green packaging significantly moderated the association between customer satisfaction, WOM, and repurchase intention.

Practical Implications : The research outcomes may hold importance for Q-Commerce companies looking to enhance customer satisfaction through quick deliveries and sustainable packaging practices.

Originality : The research contributed by using the stimulus-organism-behavior consequences framework in an emerging field, contributing to the body of scholarly literature.

Subjects--Facted Index Terms:
Q-commerce
instant gratification
customer satisfaction
green packaging.