Consumer Trust in Online Grocery Delivery Services and Its Supply Chain Implications in Lagos, South West Nigeria

This study examines consumer trust in online grocery delivery services and its implications for supply chain design among grocery logistics firms in Lagos, South West Nigeria. The online grocery market in Lagos has expanded rapidly in the post-pandemic period, with several platforms competing for urban consumers who increasingly prioritise convenience and delivery reliability. However, concerns about product freshness, delivery accuracy, and data privacy continue to constrain consumer adoption and repeat purchase rates. Using a descriptive survey design, structured questionnaires were administered to 200 consumers in Lagos who had used at least one online grocery delivery platform within the previous three months. Trust is assessed across four dimensions: competence trust (delivery accuracy and speed), benevolence trust (care for consumer welfare), integrity trust (transparent pricing and substitution policies), and technology trust (data security and platform reliability). Purchase frequency, average order value, and platform switching intention are used as outcome variables. Regression analysis identifies the trust dimension most predictive of loyalty. The study draws on e-commerce trust and supply chain service design literature. Findings are expected to demonstrate that competence trust and integrity trust are the strongest predictors of repeat usage. Supply chain implications include the need for real-time inventory visibility, standardised substitution protocols, and last-mile performance guarantees. Recommendations address grocery platforms, logistics partners, and consumer protection agencies. Keywords: consumer trust, online grocery, delivery services, Lagos, supply chain design.