Research methodology
Objective
• Delivering food: Swiggy aims to deliver food quickly to
customers’ doorsteps.
• Delivering groceries: Swiggy aims to deliver groceries
through Instamart.
• Partnering with restaurants: Swiggy partners with high-end
restaurants to provide customers with a top-notch meal
delivery experience.
• Providing customer support: Swiggy offers 24/7 customer
service.
• Providing payment options: Swiggy offers multiple payment
options to customers.
• Providing contactless delivery: Swiggy offers contactless
delivery options if requested.
• Using technology: Swiggy uses modern technology and
techniques to satisfy the growing demand for food delivery.
• Marketing: Swiggy uses marketing activities such as big
hoardings and posters to attract more customers.
Scope of the study
A study on Swiggy would typically encompass analyzing its
business model, market penetration, customer behavior,
marketing strategies, competitive landscape (particularly
against Zomato), the impact of technology like AI on its
operations, customer satisfaction levels, delivery logistics, and
potential future growth areas within the Indian online food
delivery market, including aspects like expansion into new
categories like grocery delivery or exploring new features to
enhance user experience; essentially focusing on how Swiggy
navigates the complex dynamics of the online food delivery
industry to maintain its market leadership.
1. Customer surveys:
Gathering feedback directly from Swiggy users to understand
their perceptions and preferences.
2. Secondary data analysis:
Utilizing market research reports, industry data, and Swiggy’s
public information to analyze trends.
3. Case studies:
Examining specific initiatives or features implemented by
Swiggy to understand their impact.
4. Social media analysis:
Studying customer sentiment on social media platforms
regarding Swiggy.
Limitation of the study
A study focused solely on Swiggy might be limited by factors like
only analyzing one food delivery platform, potentially not
capturing the wider market dynamics, geographic restrictions in
the study area, reliance on self-reported data from users, and
potentially overlooking aspects like the impact of competitor
services like Zomato, which could skew the results.
Studying only Swiggy might not provide a comprehensive
understanding of the overall online food delivery market, as it
excludes other major players like Zomato, Uber Eats, etc.
Importance of the study
Study on Swiggy is important because it provides insights into
the evolving landscape of online food delivery, consumer
behavior towards such platforms, the effectiveness of Swiggy’s
business model, and its impact on the food industry, allowing
businesses to understand customer preferences, identify areas
for improvement, and develop strategies to compete effectively
in the rapidly growing online food delivery market, particularly in
regions where Swiggy holds significant market share like India.
1. Customer Satisfaction:
Analyzing factors like delivery speed, food quality, user
interface, customer support, and pricing to understand
customer satisfaction levels and areas for improvement.
2. Market Penetration
Studying Swiggy’s reach across different demographics,
geographical locations, and income groups to assess its
market dominance and potential for further expansion.
3. Consumer Trends:
Identifying changing consumer preferences in food ordering
habits, dietary restrictions, and meal types to adapt
Swiggy’s offerings accordingly.
Selection of the problem
• Delivery delay
• Incorrect orders
• Issue with payment processing
• Poor packaging leads to damaged foods
• Difficult navigating the app interface
• Challenges with finding delivery partners during peak
hours
All of which can impact the overall experience on the
platform
