A Perception based study-on Customer trust formation in online grocery platforms

The rapid growth of digital commerce has significantly transformed consumer purchasing behavior, particularly in the online grocery sector. Online grocery platforms have become increasingly popular due to convenience, time-saving features, wider product availability, and contactless shopping experiences. However, customer trust remains one of the most critical factors influencing the adoption and continued usage of these platforms. This study aims to examine the factors affecting customer trust formation in online grocery platforms based on consumer perceptions. The research focuses on key dimensions such as product quality, delivery reliability, payment security, privacy protection, pricing transparency, customer service, and user experience.

The study adopts a perception-based analytical approach by collecting primary data from online grocery users through structured questionnaires. Statistical tools are used to analyze customer opinions and identify the major determinants influencing trust formation. The findings indicate that secure payment systems, timely delivery, accurate product information, and effective customer support play a significant role in enhancing customer trust and satisfaction. Additionally, positive past experiences and platform reputation strongly influence customer loyalty and repeated purchase intentions.