Bachelor of Commerce

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A Comparative Analysis of Customer Preferences for Organised and Unorganised Retail Structures in South Goa Region
(ASST. PROF. ROCHELLE FERNANDES, 2026) NEHA BANU HAVERI; JIYA GOMES; PRANSI SUBHASH DABHADE; SOHIL NADAF; NAYTHAN XAVIER MISTICO COUTINHO
This paper discusses the results of a study which examines customer preferences between organized and unorganized retail sector in South Goa. The study aims to understand the prominence of the retail industry in India. It also examines the key factors influencing consumer preferences between organized and unorganized retail formats. The data were collected from 174 respondents through an online survey and analyzed the gathered data by using Quantitative statistical method. The findings shows that there is strong preference for organized retail outlets among consumers in south Goa. Overall the study reveal that while organized retail outlets are increasingly preferred due to better infrastructure, transparency ,and customer- centric facilities, unorganized sector still remains important in fulfilling everyday and relationship-based needs of consumers. Hence, both retail sectors coexists in the retail environment, with a noticeable inclination for organized formats.
A comparative study on fast fashion brands loyalty among GenZ Males and Females in South Goa
(ASST PROF. MARYANN KIM GOMES, 2026) DEEPTI PAIK VELIP; ISHARAT KHAN; LEON STEVE MENEZES; MEDORAH JOWELLA FERNANDES; VELREA LUCY FERNANDES
The fast fashion industry has witnessed rapid growth, especially among young consumers, making it important to understand the factors influencing brand loyalty within this segment. This study was initiated to examine fast fashion brand loyalty among Gen Z males and females in South Goa and to identify the key factors that influence their purchasing behaviour and loyalty patterns. The research is descriptive in nature and is based on primary data collected through a structured questionnaire. A total of 255 Gen Z respondents, including both male and female consumers, were surveyed using convenience sampling. The questionnaire included multiple-choice and Likert scale questions to measure preferences, satisfaction levels, and factors such as price, quality, trend, brand image, and convenience. The collected data was analyzed using percentage analysis, tables, charts, and one Chi-square test to determine the association between gender and selected brand loyalty factors. The findings indicate that factors such as quality, price, and trend play a significant role in influencing brand loyalty among Gen Z consumers. The study also highlights certain differences in preferences between male and female respondents. The research provides useful insights into fast fashion loyalty trends among young consumers in South Goa.
A Study of Artificial Intelligence In E-commerce
(Asst Prof. Dina Venisha Fernandes, 2026) FATIMA EIN; AYUSHKA PEIXOTO; VAIJAYANTI KESAREKAR; MOHAMMED RIHAAN KHAN; ASHMITA VIGNARTH MULAY
This study examines how Artificial Intelligence (AI) is reshaping the e-commerce sector and influencing the way people shop online. In the modern digital environment, AI is no longer just an advanced technology but a practical tool that supports personalized shopping, quick customer service, secure transactions, and smarter business decisions. Online platforms use AI to recommend products, answer customer queries through chatbots, predict demand, and detect fraudulent activities, making the overall shopping experience smoother and more convenient. The research combines primary and secondary data to understand customer awareness and satisfaction regarding AI features in e-commerce. A survey conducted among 150 respondents shows that most users recognize the presence of AI in online platforms and believe it saves time and improves convenience. However, many respondents express neutral opinions about the accuracy of recommendations and data security, suggesting that there is still room for improvement in building stronger trust. Although AI provides benefits such as operational efficiency, personalization, and increased sales, challenges like privacy concerns, high costs, and technical limitations remain significant. The study concludes that AI will continue to play a vital role in the future growth of e-commerce, provided businesses focus on transparency, security, and customer trust.
A Study of the Consumer Preferences Towards Organic Products In Goa
(ASST. PROF. ARCHANA SHETAPPA MALANAR, 2026) KASHISH RAJESH ARYA; PIO PACHECO; ROHAN KUMAR MANDAL; ASMA SHAIKH; CAVILTON FURTADO
The study was initiated to understand consumers behavior awareness among the people, attitudes and purchasing behavior toward organic products. Organic products have gained significant attention. The study on organic products was conducted using a descriptive research design to understand consumer awareness, preferences and attitudes toward organic products. Primary data was collected through a Google Form online survey and responses were gathered from 150 participants. The study found that most respondents are aware of organic products mainly through social media platforms online advertisements play a major role in spreading awareness Apart from social media word of mouth also acts as an important source of information. Friends, family members, and relatives influence purchasing decisions by sharing their personal experiences with organic products. It was also observed that the primary motivation behind purchasing organic products is health consciousness Many respondents believe that organic products are safer, more natural, and free from harmful chemicals.
A study of the factors affecting consumer purchasing decisions with respect to online and offline shopping platforms
(Asst. Prof. Nerissa Da Cruz, 2026) ANETTE MARY FERNANDES; CRESILDA D’COSTA; EUNICIAH FIDELIAH COUTINHO; KASHISH BABUSSO PAGUI; PEARL DESA
This study dives into the various factors that shape how consumers make their purchasing decisions when it comes to online versus offline shopping. The research draws on primary data gathered from 250 respondents through a structured questionnaire distributed via Google Forms, along with secondary data sourced from journals, websites, and articles to back up the findings. Key factors explored include price, convenience, delivery time, security, and the quality and variety of products. The results indicate that many consumers enjoy using both online and offline shopping platforms, depending on their specific needs and circumstances. Offline shopping is often seen as more secure and reliable, particularly regarding product quality and customer support. Conversely, online shopping is appreciated for its convenience, broader selection of products, and hassle-free return or exchange policies. The study also highlights how demographic factors like income, gender, occupation, and location can influence consumer preferences and buying behavior. In conclusion, the research suggests that both shopping platforms have their unique advantages and drawbacks. Therefore, businesses should consider a blended approach that merges the convenience of online shopping with the trust and experience of offline shopping to enhance customer satisfaction and loyalty.
A study on customer purchase decisions for handicraft products in South Goa
(ASST. PROF. JYOTI NAIK, 2026)
The increasing environmental degradation and socio-cultural pressures caused by mass tourism have highlighted the need for more responsible tourism models. This study was initiated to examine consumer preferences toward regenerative tourism in Goa, a destination heavily dependent on tourism for economic growth. The research aims to understand the level of awareness, key influencing factors, and willingness of consumers to support tourism practices that actively restore the environment and benefit local communities. The study is based on both primary and secondary data. Primary data was collected from 202 respondents through a structured questionnaire using Google Forms. Convenience sampling was adopted, and the collected data was analysed using percentage analysis, ranking methods and Descriptive statistics. Secondary data was gathered from journals, research articles, and relevant academic sources to support the findings. The results indicate moderate awareness of regenerative tourism, with environmental conservation emerging as the most influential factor shaping consumer preference. A majority of respondents expressed willingness to support eco-friendly initiatives, local businesses, and government-led regenerative policies. However, lack of awareness, time constraints, and cost were identified as key barriers. The study concludes that consumers show a positive inclination toward regenerative tourism, provided adequate awareness and institutional support are strengthened.
A study on customer satisfaction of airline services in south goa
(ASST. PROF. SEEMA K. BHENDE, 2026) SHANIA ALIVA RODRIGUES; ANDREA CAROL COUTINHO; FENWICK JOY FERNANDES; NIKITA ISHWAR DEVGEKAR; PRIYA RAMPRAKASH KANAUJIYA
The study on customer satisfaction towards airline services in South Goa was initiated to understand how passengers evaluate airline service quality in an increasingly competitive aviation industry. With growing travel options and rising customer expectations, airlines must identify the factors that influence passenger satisfaction, loyalty, and airline selection. The research specifically aimed to examine the role of in-flight services, service quality, staff behaviour, communication, and pricing in shaping passenger experience. A descriptive research design with a quantitative approach was adopted for the study. Primary data was collected through a structured online questionnaire from 308 passengers travelling to and from South Goa. Convenience sampling was used, and the collected data was analysed using statistical tools such as percentages, mean, correlation, and linear regression. The findings revealed that ticket price, service quality, and comfort are major factors influencing airline choice. In-flight services particularly seat comfort, cabin crew service, safety measures, and entertainment were found to significantly enhance passenger satisfaction. The study also identified a strong positive relationship between customer satisfaction and loyalty. Additionally, staff behaviour and communication had a significant impact on overall passenger experience. Overall, the study highlights that improving service quality and human interaction is essential for enhancing passenger satisfaction and loyalty.
A Study on Perception Among Youth on Work from Home VS Traditional Office Setup in South Goa.
(ASST. PROF. SEEMA BHENDE, 2026) SAVIO FERNANDES; AKANKSHA R. KERKAR; AVISSA D’SOUZA; ETHANEE FERNANDES; SANDYA SHIVAJI BHATAKANDE
The present study titled “A Study on Perception Among Youth on Work from Home VS Traditional Office Setup in South Goa” examines the evolving preferences of young individuals toward different work arrangements. With the rapid transformation of workplace structures and increasing adoption of flexible work models, understanding youth perception has become essential for organizations and policymakers. The study aims to analyse the preference of youth in South Goa between Work From Home and Traditional Office setups and to examine whether socio-demographic factors influence their choices. The research is descriptive in nature and is based on primary data collected through a structured questionnaire from 222 respondents in South Goa. Secondary data from books, journals, and academic sources were also used to support the theoretical framework. The collected data were analysed using percentage analysis and the chi-square test to determine the association between socio-demographic variables and work setup preference. The findings reveal that employment status has a significant association with work setup preference, whereas age, gender, and monthly income do not show a significant relationship. The study concludes that youth in South Goa generally prefer flexible and balanced work arrangements, highlighting the growing importance of adaptable workplace policies.
A Study on the Impact of Equated Monthly Instalment (EMI) Facilities on Customer’s Purchase Decision and Satisfaction Regarding Durable Products in Goa
(ASST. PROF. MOHAN R. UNDAKOTI, 2026) TAYDEN MACKONZIE FURTADO; REEGAN CARDOSO; TAISEEN BI; ALAN BAIJU; JOLINDA ANNIDA FERNANDES
The present study titled “A Study on the Impact of Equated Monthly instalment (EMI) Facilities on Customer’s Purchase Decision and Satisfaction Regarding Durable Products in Goa” examines how EMI facilities influence consumer buying behaviour and satisfaction levels. With the growing availability of credit-based payment options, EMI has emerged as a significant financial tool that enables consumers to purchase high-value durable goods without immediate financial burden. The study is based on primary data collected from 295 respondents across various talukas of Goa using a structured questionnaire. The findings indicate a high level of awareness and usage of EMI facilities, particularly among young and salaried individuals. Factors such as interest rates, repayment tenure, income level, ease of documentation, and promotional offers significantly influence customers’ decisions to opt for EMI. The study also reveals that EMI enhances affordability, supports budget management, and positively impacts customer satisfaction, although concerns regarding interest rates and financial discipline remain. Overall, EMI facilities play a crucial role in shaping purchase decisions and improving access to durable products while influencing consumer financial behaviour.
A Study on the Use of Artificial Intelligence Tools by College Students
(ASST. PROF. SHELLEY MENDES, 2026) WAYDEN WAYNE VAZ; ARYAN HAYMISH GRACIAS; GOUSIYABANU NOORAHMED KHANSABNAVAR; JAITUNBI ISMAIL MULLA; JESLEAH VALANKA FERNANDES
The rapid development of Artificial Intelligence (AI) has significantly influenced the learning environment in higher education. The study examines the level of awareness, usage patterns, purposes, benefits, challenges, and ethical concerns related to AI tools among college students. The research was conducted based on primary data collected from a sample of 202 students of Rosary College of Commerce and Arts, Navelim, Goa, through a structured questionnaire using Google Forms. Convenience sampling and percentage analysis were used for data interpretation. The findings reveal that most students are highly familiar with AI tools, with ChatGPT being the most widely used platform. AI tools are mainly utilized for writing assignments, conducting research, preparing for examinations, and generating ideas. A majority of respondents believe that AI improves academic performance, enhances learning engagement, and reduces workload stress. However, the study also highlights major concerns such as overdependence on AI, reduced critical thinking, inaccurate information, and ethical issues including plagiarism and academic dishonesty. Despite these challenges, students generally view AI as a valuable learning support system when used responsibly. The study emphasizes the need for proper guidance, awareness programs, and institutional policies to promote ethical and balanced use of AI in academics. Overall, the research concludes that AI can positively contribute to students’ learning experiences if integrated thoughtfully and used with academic integrity.
Adoption of Instant Mobile Payment Systems: A Study of Users and Non – Users in Salcete
(DR. LORRAINE R. GOMES, 2026) MERVYN ANTONIO FRANCIS PEREIRA; MYRON GOMES; PERSIS SALLY LUIS; PRATIKSHA SHRIKANT BHATKANDE; SANCIA RODRIGUES
The rapid growth of digital technology has transformed financial transactions in India, particularly through instant mobile payment systems such as UPI. This study examines the adoption of instant mobile payment systems among users and non-users in Salcete Taluka, Goa. The objective is to analyse awareness levels, usage patterns, demographic influences, and the key factors that encourage or discourage individuals from adopting digital payments. The study follows a descriptive and analytical research design. Primary data was collected through a structured online questionnaire from 363 respondents across different age groups, occupations, and educational backgrounds. Secondary data was gathered from journals, reports, and credible online sources. Statistical analysis was conducted using Jamovi and Microsoft Excel. The findings reveal a very high level of awareness, with a majority of respondents actively using mobile payment applications. Adoption is highest among the 18–35 age group, students, and employed individuals. Digital literacy and perceived safety strongly influence perceived usefulness and adoption. However, lack of digital skills, fear of fraud, and preference for cash continue to discourage some individuals, especially senior citizens and less digitally exposed groups. The study concludes that while instant mobile payment systems are widely accepted, improving digital literacy, strengthening security measures, and building user trust are essential for achieving broader and more inclusive adoption.
An Analysis of Competitive Position of Indian Post in the Courier and Logistics sector in the state of Goa
(ASST. PROF. MOHAN UNDAKOTI, 2026) Selvin Hiilario; Siddesh Devidas Malvekar; Anjali Gundapalu; Annys Tanisha D’silva; Jovita Francisca Vaz
The courier and logistics sector in India has undergone speedy transformation due to digitalization, e-commerce expansion, and increasing customer expectations regarding speed, reliability, and service quality. In today's highly competitive environment, India Post being one of the oldest and most extensive postal networks in the country, faces growing competition from different private courier and logistics service providers. This study titled “An Analysis of the Competitive Position of Indian Post in the Courier and Logistics Sector in the State of Goa” aims to examine the relative standing of India Post in comparison with the other private courier firms operating within Goa. The research focuses on evaluating key competitive parameters such as service quality, pricing, delivery efficiency, accessibility, technological adoption, customer satisfaction, and brand trust. The study aims to understand the customer perceptions, identify strengths and weaknesses of India Post, and also assess the factors influencing consumer preference in the courier and logistics market. A mixed-method research design has been adopted, incorporating both primary and secondary data sources. Primary data were collected through structured questionnaires administered to customers using courier and postal services in different regions of Goa. Secondary data were obtained from journals, government reports, official websites, and previous research studies related to postal services and logistics performance. The collected data was carefully analyzed using percentage analysis, comparative methods, and graphical representation to interpret consumer responses and market trends. The findings indicate that India Post enjoys a strong competitive advantage in terms of affordability, extensive network coverage, and public trust, particularly in semi-urban and rural areas. However, it faces quite a few challenges in areas such as delivery speed, technological integration, tracking systems, and customer service responsiveness when compared to private courier companies. While private firms are perceived to offer speedy and more technologically advanced services, India Post retains to be a loyal customer base due to its reliability, government backing, and wide reach for a lot of people. The study concludes that although India Post holds a steady position in the courier and logistics sector of Goa, modernization, digital transformation, and enhanced customer-centric strategies are essential to strengthen its competitive position. The research provides careful insights that may assist policymakers and postal administrators in developing strategic initiatives to improve and reach operational efficiency and customer satisfaction in an increasingly competitive logistics environment and make a difference towards improvement.
An Empirical Study on Agricultural Trends in Goa: Insights of Farmers and Youth
(ASST. PROF. CEZEL FERNANDES, 2026) ADINA LEAH FERNANDES; ADRIO NELTON FERNANDES; AKSHEYA VRINDA FERNANDES; OSSHIKA MYRIAM COLACO; WINCHELLE AMBER GOES
Agriculture in Goa is experiencing structural changes due to economic diversification, small landholdings, and declining youth participation, raising concerns about its long-term sustainability. This study was initiated to examine contemporary agricultural transformation in Goa and to understand how youth perceptions influence their willingness to engage in the sector. The research adopts a dual-approach methodology, combining qualitative case studies of six farmers with quantitative data collected from 414 youth respondents through structured questionnaires. Partial Least Squares Structural Equation Modelling (PLS-SEM) was used to analyse the relationships among attitude toward agriculture, awareness of schemes and opportunities, perceived barriers, entrepreneurial intention, and willingness to engage with farmers. The findings reveal that entrepreneurial intention is the strongest determinant of youth engagement and acts as a mediating factor between perceptions and participation. While positive attitudes and awareness enhance entrepreneurial intention, they do not directly translate into collaboration without economic feasibility. Farmers highlighted challenges such as fragmented landholdings, labour shortages, and low profitability. The study concludes that repositioning agriculture as a technology-driven and enterprise-oriented sector is essential to attract youth and ensure sustainable agricultural development in Goa.
ANALYSIS OF MOTIVATIONS OF CUSTOMERS VISITING FAST FOOD RESTAURANTS IN SOUTH GOA.
(ASST. PROF. ROCHELLE FERNANDES, 2026) ZUEENA SHAIKH; MANTESH LAMANI; MILROY LOUIS DAS; SACHIN THAKUR; SHAMA PARWEEN
This study titled “Analysis of Motivations of Customers Visiting Fast Food Restaurants in South Goa” explores the reasons people consider while choosing to visit fast food restaurants. This becomes very necessary to understand in today’s fast-moving competitively growing world. Busy lifestyles, tight work schedules, and changing food trends and habits has made fast food to become a convenient and popular choice for many individuals. Fast food is not only valued for its quick service and affordability but also for its taste and social appeal. The main objective of this research is to understand what motivates customers in South Goa to prefer fast food restaurants. The study looks at factors such as convenience, taste, price, ambience, promotional offers, accessibility, and social influence. Data was collected through questionnaires distributed to customers visiting fast food outlets, and the responses were analysed which led to identification of common patterns and preferences. The findings reveal that convenience and taste are the most important reasons for visiting fast food restaurants, followed by reasonable pricing and the influence of friends and social trends. The study shows that fast food consumption is closely connected to modern lifestyle changes and evolving consumer behaviour. Overall, this research provides a better understanding of customer motivations and offers useful insights for fast food businesses to improve their services and marketing strategies in South Goa.
Analytical Study of Stock Market and Investors Awareness in South Goa
(ASST. PROF. SIDDHI S. PAGI, 2026) NAVITA C. ALLOLI; RAJ S. VERNEKAR; SAILEE D. BANDODKAR; SANKARSH S. PEDNEKAR; STANDLEY MENEZES
The stock market plays important role of converting savings into productive investments, yet investor awareness remains uneven in different regions of India. This study focuses on South Goa, examining the level of knowledge, attitudes, and practices of local investors toward stock market participation. Using a structured questionnaire, the research explores demographic factors such as educational qualification, occupation, and income level, alongside behavioural aspects like investment frequency, preferred options, risk perception, and sources of financial knowledge. The findings highlight that while a segment of investors is motivated by high returns and capital appreciation, many continue to rely on traditional avenues such as fixed deposits and gold due to limited awareness and fear of loss. Technological platforms and social media have emerged as important channels for learning and trading, yet gaps in financial literacy persist. The study emphasizes the need for targeted investor education programs, inclusion of financial literacy in academic curricula, and community-based awareness initiatives to strengthen participation in the stock market.
Consumer Preference for Regenerative Tourism in Goa
(ASST PROF JYOTI NAIK, 2026) VELLINA D SOUZA; WOJTYLA FERNANDES; FALAK SAYED; LASHIRAH RODRIGUES; WALANKA ALMEIDA
The increasing environmental degradation and socio-cultural pressures caused by mass tourism have highlighted the need for more responsible tourism models. This study was initiated to examine consumer preferences toward regenerative tourism in Goa, a destination heavily dependent on tourism for economic growth. The research aims to understand the level of awareness, key influencing factors, and willingness of consumers to support tourism practices that actively restore the environment and benefit local communities. The study is based on both primary and secondary data. Primary data was collected from 202 respondents through a structured questionnaire using Google Forms. Convenience sampling was adopted, and the collected data was analysed using percentage analysis, ranking methods and Descriptive statistics. Secondary data was gathered from journals, research articles, and relevant academic sources to support the findings. The results indicate moderate awareness of regenerative tourism, with environmental conservation emerging as the most influential factor shaping consumer preference. A majority of respondents expressed willingness to support eco-friendly initiatives, local businesses, and government-led regenerative policies. However, lack of awareness, time constraints, and cost were identified as key barriers. The study concludes that consumers show a positive inclination toward regenerative tourism, provided adequate awareness and institutional support are strengthened.
Consumer Preferences for Online Food Delivery Apps in Goa
(ASST. PROF. MOSES PRAKASH FERNANDES, 2026) RENISHA ALEMAO; SAMUEL MATEUS MENEZES; EMILY MARIA COLACO; FLAVIA FERNANDES; JERUSHA GOMES
This T.Y. B. Com project examines the consumer’s preferences for online food delivery apps in the state of Goa, with a focus on factors influencing app choice, the most preferred platform, and the extent of consumer satisfaction. The study adopts a quantitative, descriptive, cross-sectional survey design and analyses 276 valid responses, which were collected through a convenience sampling method. Findings show that usage of these Apps is strongest among younger and educated respondents, with Zomato emerging as the most preferred platform, followed by Swiggy. Most respondents do use food delivery apps occasionally rather than daily. App preference was found to be driven mainly by better offers, faster delivery, and wider restaurant choice, while food selection is shaped primarily by taste and flavour, followed by variety. Overall satisfaction is moderately positive, with many respondents reporting satisfaction and a large neutral segment. Customer support responsiveness plays an important role in trust, while delivery charges remain a major concern. Social media, especially Instagram, significantly influences consumer preference, and responses indicate promising potential for a Goa-only local food delivery app.
Consumers' Perception and Attitudes Towards Private and Public Transport Modes in Salcete Taluka
(ASST. PROF. DALE DA CRUZ, 2026) B. SRIRAM; IVANA REBELLO; LUVENA FERNANDES; MOHAMMAD SHAIKH; REATA PEIXOTO
This project focuses on the perception and attitude of consumers towards public and private transportation in Salcete Taluka, Goa. The project intends to analyze the travel behavior, assess the perception of service quality and attitudes towards public and private transport services, and measure the environmental consciousness of consumers. A descriptive research design was used, and primary data was gathered from 252 respondents using a structured questionnaire. The results show that the majority of respondents prefer private vehicles because of convenience, comfort, and reliability, while public transport is preferred for its affordability. Nevertheless, the satisfaction level of public transport services was lower regarding punctuality, safety, comfort, and security. This study further emphasizes that despite the environmental awareness of respondents and the significance of sustainable transport, convenience is the most important factor in travel behavior. This study concludes that better service quality, reliability, and comfort of public transport can induce a transition towards more sustainable transport modes in Salcete Taluka.
Customer Perception towards Sustainable Packaging in the E-Commerce Industry: A Study
(ASST. PROF. ANCY GONSALVES, 2026) MELVITO MONTEIRO; VENFO MIRANDA; SHRUTI DEREKAR; VAIBHAVI HANJI; VEDIKA SALGAONKAR
This study examines customer perception towards sustainable packaging in the e-commerce industry. It focuses on awareness, attitudes, and preferences for eco-friendly packaging practices. With the rapid growth of online shopping, packaging waste has become an environmental problem, prompting businesses to adopt environmentally friendly, sustainable alternatives. The research aims to validate a structured measurement model that captures how customers view sustainable packaging and to identify the key factors influencing these perceptions. Primary data were collected through a structured questionnaire administered to 134 respondents. The study employed Descriptive Analysis and Confirmatory Factor Analysis (CFA) to evaluate seven core dimensions: protection, promotion, preference, ethical, responsibility, awareness, convenience and initiative. The findings indicate that customers show strong environmental awareness and generally support sustainable packaging practices. The statistical model demonstrated acceptable reliability and validity, confirming that customer perception is multi-dimensional and measurable. The study concludes that sustainable packaging can positively shape consumer attitudes and enhance brand trust and loyalty when effectively communicated. These insights provide practical guidance for e-commerce businesses seeking to align environmental responsibility with customer expectations. Overall, the research highlights the growing importance of sustainable packaging as both a consumer-driven and business-relevant strategy for long-term development.
CUSTOMER PREFERENCES TOWARDS BLINKIT SERVICES: A CASE STUDY IN SALCETE TALUKA
(ASST. PROF. NAMRATA HALDANKAR, 2026) BIBI ZARA SHAIKH; DIKSHITA NAIK; RIZEL TERESA SILVA; ROCHELL FERNANDES; SANJANA SHAJI
This project examines customer behavior, satisfaction, and usage patterns on the Blinkit platform. A survey of 168 respondents revealed that the majority are young adults, predominantly students, and mostly female, with most households belonging to lower income groups. The study highlights that Blinkit’s main strength lies in its fast and reliable delivery, which is highly valued for urgent needs, emergencies, late nights, or unfavorable weather. Convenience, dependable packaging, and smooth operations further enhance user satisfaction, while pricing, promotions, and product variety play a secondary role in influencing customer decisions. The findings indicate that most users are relatively new to the platform, access it weekly, and intend to continue using it, reflecting strong loyalty. However, product availability and inconsistent promotional offers were identified as areas needing improvement. Based on these insights, the study recommends improving inventory management, offering consistent promotions, maintaining competitive pricing, introducing loyalty programs, and expanding marketing to reach older users and promote underutilized product categories. Overall, Blinkit is perceived as a convenient, time-saving service that effectively meets urgent customer needs. Its instant delivery promise remains the key factor driving preference and satisfaction, establishing it as a trusted and essential platform for modern consumers.

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