International Journal on Customer Relations

1. Amita Pandey – Independent Researcher & Academic Consultant, Bilaspur, Chhattisgarh, India.

2. Ankita Pandey – Guest Faculty, JP Verma Arts and Commerce P. G. College, Bilaspur Chhattisgarh, India.

Received
02-Jun-2026
Accepted
03-Jul-2026
Published
10-Sep-2026
Abstract
In the retail sector of India, the rise of Quick-Commerce (Q-Commerce) platforms has had a profound impact on consumer purchasing behaviour, especially on Kirana Stores in the neighbourhood. This study empirically compares the preferences of the consumer for Q-Commerce applications versus traditional Kirana stores based on key determinants of retail choice, behavioural patterns and demographic characteristics. The research method used was descriptive and cross-sectional, with a number of respondents of 50 respondents in the urban area who were obtained using a structured questionnaire. The findings indicate a significant difference in the preference to the platforms among the generations, younger consumers being more inclined towards Q-Commerce for its instant delivery, convenience and promotional offers, whereas the older consumers are more inclined towards Kirana stores due to their trust in the store, personal interaction, verification of products and informal credit facilities. The study also reveals that in the case of Q-Commerce, they are buying small amounts of items frequently, while Kirana stores are catering to larger and planned purchases. The research findings indicate that Q-Commerce and Kirana stores will not replace traditional retail stores; rather, they can coexist by fulfilling different needs. Traditional Kirana outlets can benefit from the adoption of micro-digitisation, digital bookkeeping and delivery services on a local level to become competitive and sustainable in the digital market.
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