PROJECT REPORT

(Submitted for the Degree of B.Com Honours in Accounting

& Finance Under the University of Calcutta)

Title of the Project

“Consumer Perception of Online Food Delivery Services”

Submitted by

Name of the Candidate – MONISHA AGRAHARI

C U Registration No- 235-1211-0507-21
C U Roll No- 211235-11-0097
College Roll No: 703

Supervised by

Name of the Supervisor: Prof: HARSHA SETHIA

Name of the College: TARADEVI HARAKHCHAND KANKARIA JAIN
COLLEGE

Month & Year of Submission

JUNE , 2024

Page 1 of 43
 SUPERVISOR'S CERTIFICATE

This is to certify that MONISHA AGRAHARI a student of B.com. Honours in

Accounting & Finance of TARADEVI HARAKHCHAND KANKARIA JAIN COLLEGE
under the University of Calcutta has worked under my supervision and guidance
for his Project Work and prepared a project report with the title Consumer
Perception of Online Food Delivery Services.
Which he is submitting, is his genuine and original work to the best of my
knowledge

Date: Signature:
Name: HARSHA SETHIA

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 Student's Declaration

I hereby declare that the Project Work with the title “Consumer Perception of
Online Food Delivery Services” Submitted by me for the partial fulfilment of
the degree of B.Com. Honours in Accounting & Finance under the University of
Calcutta is my original work and has not been submitted earlier to any other
University/ Institution for the fulfilment of the requirement for any course of
study.

I also declare that no chapter of this manuscript in whole or in part has been
incorporated in this report from any earlier work done by others or by me.
However, extracts of any literature which has been used for this report has been
duly acknowledged providing details of such literature in the references.

Date: Signature :
Name: HARSHA SETHIA

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 ACKNOWLEDGEMENT
It is a matter of great pleasure to present this project on

“Consumer Perception of Online Food Delivery

Services”

I take this opportunity to thank our respected Principal Dr. Mausumi Singh for giving me an
opportunity to work on this field.

I am very thankful to my Supervisor Prof. HARSHA SETHIA for his full support in
completing this project work.
Finally, I am grateful to acknowledge my family and friends and all the teachers who filled
the questionnaire providing me full support and coordination without which this project
wouldn’t be possible.

MONISHA AGRAHARI ~

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 CONTENTS

SERIAL NO. PARTICULARS PAGE NO.

INTRODUCTION 1-7
1.1 BACKGROUND. 7
1.2 NEED FOR STUDY. 7
1.3 REVIEW OF LITERATURE. 8
CHAPTER 1
1.4 OBJECTIVES. 9
1.5 METHODOLOGY. 10-12
1.6 LIMITATIONS OF STUDY. 13
1.7 CHAPTER PLANNING. 14

CONCEPTUAL FRAMEWORK 15-17

2.1 INTRODUCTION TO ONLINE 15-16
FOOD DELIVERY SERVICES.
CHAPTER 2 2.1.1 SCENARIO OF ONLINE FOOD 16-17
DELIVERY SERRVICES IN INDIA
AND ON INTERNATIONAL
MARKET
2.2 ONLINE CONSUMER 18
BEHAVIOUR.

CHAPTER 3 PRESENTATION OF DATA 17-37

ANALYSIS AND FINDINGS

CHAPTER 4 CONCLUSION & 37-38

RECOMMENDATION
BIBLIOGRAPHY 39
ANNEXURE 40
RESPONSES 41-42

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 Chapter 1:
Introduction

“Consumer Perception of Online Food Delivery Services”

The mobile application era has thrown open a new pathway for today’s marketing. The
mobile application has made all traditional modes of business outdated and generated
amazing new possibilities in business. Mobile application is a combination of marketing
acumen and technology – uses the Internet as a medium to advertise and sell services and
goods. Today, more people are getting connected through mobile application and they are
ready to trade through it. It also affects the operation of companies and organizations.
Companies have changed their traditional business strategies into online marketing to suit
customer needs and taste at any time.

This research paper aims to discuss the consumer’s perception towards the online food
ordering and delivery services in Kolkata. The survey was conducted for a purposeful
analysis of the study on around 116 respondents. The research is focused on the study and
analysis of data collected from all those users who are already using the online food delivery
services. The purpose is to know what are the influencing factors, their perceptions, needs,
positioning of various attributes of different online portals in their mind and overall
satisfaction towards online food delivery services. To achieve the objective, data from
different areas of Pune have been collected and also visited restaurants to know their point of
view.

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1.1. Background:

Technology has played a key role in revolutionizing the food delivery service, it has
contributed to the changes in consumer preferences as their dependency of technology has
motivated them to do everything online comprising getting cooked meals delivered to
their doorstep. Convenience is the prime factor to the consumers, as to place an order is as
simple as few clicks on any mobile devices. Technological dependency, convenience and
less time taken for the food to be delivered aids as a good reason for the consumers to
choose the services offered by the online food ordering and delivery service portals. The
popularity of online food ordering and delivering services is steadily growing,
expectations of the users are also increasing. This research paper is aimed to investigate
consumers‟ views about the services they receive from different portals. This paper will
help the service providers to understand the consumers‟ perception, needs and views on
the basis of the result of a survey. To start this discussion, a look at the relevant literature,
particularly in relation to the online food ordering and delivering services has been
described below. The survey and its results, followed by findings and conclusion on how
the consumers perceive the services can be used by the online food delivery service
businesses to develop better strategies to market their mobile applications successfully.

1.2. Need for the study:

The study is basically conducted to know how consumers perceive the online food
delivery services. The perception of consumers may vary under different circumstances.
From this study, we can have a better understanding of the “Online Food Delivery
Service Market”. We will know about the consumer perception regarding the services
they provide in Kolkata area and will get to know the variables affecting their perception.
Therefore, these findings may help the service providers to work upon on these variables
to fill up the gaps in the mind-set of consumers.

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1.3. Review of Literature:

H.S. Sethu & Bhavya Saini (2016)

Their aim was to investigate the student’s perception, behaviour and satisfaction of online
food ordering and delivery services. Their study reveals that online food purchasing
services help the students in managing their time better. It is also found that ease of
availability of their desired food at any time and at the same time easy access to internet
are the prime reasons for using the services.

Leong Wai Hong (2016)

The technological advancement in many industries have changed the business model to
grow. Efficient systems can help improve the productivity and profitability of a
restaurant. The use of online food delivery system is believed that it can lead the
restaurant’s business grow from time to time and will help the restaurants to facilitate
major business online.

Varsha Chavan (2017)

The use of smart device based interface for customers to view, order and navigate has
helped the restaurants in managing orders from customers immediately. The capabilities
of wireless communication and smart phone technology in fulfilling and improving
business management and service delivery. Their analysis states that this system is
convenient, effective and easy to use, which is expected to improve the overall restaurant
business in coming times.

Hong Lan (2016)

Online food delivery market is immature yet; there are some obvious problems that can be
seen from consumer’s negative comments. In order to solve these problems, we can neither
rely merely on the self-discipline of online food delivery restaurants nor the supervision
and management of online food delivery platforms.

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1.4 Objective

Primary Objective-

To study how online food delivery services are perceived by the consumers.

Secondary Objective-

 To analysis what are the various factors that influences the consumers to
choose online food delivery services.
 To analysis the most preferred online food delivery service portal by consumers.
 To know what are the factors that hinders consumers to use online food delivery
services.

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1.5 Methodology

An introduction to Research Methodology

Research is a diligent and systematic inquiry or investigation into a subject in order to

discover or revise facts, theories, applications, etc. Methodology is the system of methods
followed by particular discipline. Thus, research methodology is the way how we conduct
our research. In other words, the system of collecting data for research projects is known
as research methodology.

The purpose of research is to discover answer to questions through the application of

scientific procedures. The main aim of research is to find out the truth which is hidden
and which has not been discovered as yet. Though each research study has its own
specific purpose, we may think of research objectives as falling into a no. of following
broad groupings:

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1. To gain familiarity with a phenomenon or to achieve new insights into it (studies with
this object in view are termed as exploratory or formulative research studies)

2. To portray accurately the characteristics of a particular individual, situation or a group

(studies with this object in view are known as descriptive research studies)

3. To determine the frequency with which something occurs or with which it is associated
with something else (studies with this object in view are known as diagnostic research
studies).

Research Design

The research conducted is an exploratory research. This category of research aims at

identifying the general nature of the problem and to correctly understand the involved
variables. In case managers face serious doubts about the marketing problem, exploratory
research can be used.

Period of Study

Generally, researcher wants to collect all required data, particulars and information for the
research. He also takes interest to select a short period of the study because of
convenience for properly data collection, and analysis of the same for come to the
conclusion.

The period of study for my project was an approximate of 30 days wherein the
questionnaire was circulated to my known and unknown people in Kolkata.

Sources of Data Collection

The study is based on the collection of primary data. The survey was conducted in
different areas of Kolkata and around 30 responses were collected. As the population
was small & homogeneous, all subsets of the frame are given an equal probability. The
population consist of the students, self-employed, homemaker, private company
employee and business owners of different areas in Kolkata.

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Tools and Techniques used for Data Analysis

In the Information Age, data is no longer scarce – it’s overpowering. The key is to sift
through the overwhelming volume of data available to organizations and businesses and
correctly interpret its implications.

The tools used in the analysis of the data received from the respondents through the
questionnaire and their following interpretations are as follows:

➢ Pie Charts

➢ Bar Graphs

These were used to find out significant differences between the attitudes of sub-
populations of demographic traits and other attributes to study of “the consumer
perception of online food delivery services”.

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 1.6 Limitations of the Study

A small sample size of 30 respondents have been taken for study which is carried out in
different areas of Kolkata, so the findings may not be applicable to the other parts of the
country because of social and cultural differences.

1.The consumer behaviour is unpredictable in nature and the future aspects of the consumer
behaviour may vary.

2.Food quality is positively associated with customer satisfaction in fast food restaurant.

3.Customer satisfaction is positively associated with revisit intention of customer in fast food
restaurant.

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 1.7 Chapter Planning

CHAPTER 1: It deals with the "INTRODUCTION" which includes background

of the study, need of the study, a brief review of literature, objective of the study,
methodology, limitations of the study and chapter planning.

CHAPTER 2: It deals with the "CONCEPTUAL FRAMEWORK" which

defines that what was the history of customer relationship management, in India.

CHAPTER 3: It deals with the "PRESENTATION OF DATA, ANALYSIS

AND FINDINGS" which includes comprehensive data derived from the
conducting survey, facts and findings on it.

CHAPTER 4: It deals with the "CONCLUSION" which refers to the analysis

drawn from the study and the recommendations thereof.

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 Chapter 2
Conceptutal Framework
2.1 Introduction to online food delivery services

Online food ordering is the process of ordering food, for delivery or pickup, from a
website or other application. The product can be either ready-to-eat food (e.g., direct from
a home-kitchen, restaurant, or a ghost kitchen) or food that has not been specially
prepared for direct consumption (e.g., vegetables direct from a farm/garden, fruits, frozen
meats. etc)

Customers can, depending on the delivery company, choose to pay online or in person,
with cash or card. A flat rate delivery fee is often charged with what the customer has
bought. Sometimes no delivery fees are charged depending upon the situation. Tips are
often customary for food delivery service. Contactless delivery may also be an option.

Other aspects of food delivery include catering and wholesale food service deliveries to
restaurants, cafeterias, health care facilities, and caterers by foodservice distributors.

The first online food order was a pizza from Pizza Hut in 1994.

The first online food ordering service, World Wide Waiter (now known as Waiter.com),
was founded in 1995.The site originally serviced only northern California, later
expanding to several additional cities in the United States.

Meituan food delivery worker uniform yellow in China.

By the late 2000s, major pizza chains had created their own mobile applications and
started doing 20–30 percent of their business online. With increased smartphone
penetration, and the growth of both Uber and the sharing economy, food delivery startups
started to receive more attention. In 2010, Snapfinger, who is a multi-restaurant ordering
website, had a growth in their mobile food orders by 17 percent in one year.

By 2015, online ordering began overtaking phone ordering.

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In 2015, China's online food ordering and delivery market grew from 0.15 billion yuan to
44.25 billion yuan.

As of September 2016, online delivery accounted for about 3 percent of the 61 billion
U.S. restaurant transactions.

In a 2019 market study of restaurant delivery services, the global market for online-
ordered prepared food delivery was estimated at $94 billion and is estimated to grow at
just over 9 percent a year, reaching $134.5 billion in 2023. The study defined the market
as 1)"meals ordered online which are directly delivered by the restaurant, no matter if
ordered via a platform (e.g. Swiggy) or a restaurant website (e.g. Domino's)"; 2) online
meal orders and deliveries "both carried out by a platform" (Zomato, Swiggy, Uber Eats,
e.g.); 3) "online orders that are picked up in the restaurant" by the customer. It does not
include phone orders.

According to research conducted by the NDP Group, online restaurant ordering is

growing 300% faster than dine-in traffic.

"Online ordering has started to become the norm, thanks to the convenience, accuracy,
and ability to integrate payments. At scale, ubiquitous on-demand and subscription
delivery of prepared food could potentially spell the end of cooking at home.”

2.1.1 Scenario of Online Food Delivery Services in India

Rapid digitisation and growth in both online buyer base and spending will help India's
online food industry to become a $8 billion market by 2022 -- growing at a CAGR of 25-
30 per cent The report by Google and Boston Consulting Group (BCG) revealed that
variety in cuisines (35 per cent) was one of the top reasons for recurrent use of online
food ordering apps, followed by good discounts and convenience. Peer or network
advocacy (52 per cent) played a critical role in drawing people to try online food ordering
for the first time. This was followed by advertisements (19 per cent) that emerged to be a
strong driver in metros and among the higher income groups across the country. Zomato
and Swiggy currently dominate the online food delivery market in India. Zomato last
week announced it has acquired Uber's Food Delivery Business in India in an all-stock
deal of nearly $350 million and Uber will have 9.99 per cent stake in the Deepinder
Goyal-led food delivery platform.

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 Delivery charges (18 per cent), food quality concerns (13 per ceent) and lack of
customization (10 per cent) are other reasons why customers have, so far, not
experimented with online food ordering.

"Interestingly, these observations vary based on the maturity of the market. While
delivery charges are the top reason for not ordering food online in metro cities; in Tier I
cities, lack of trust in apps (29 per cent) is the primary roadblock," the findings showed.

"Food tech start-ups have revolutionized the way Indians eat. Ordering food online is now
a habit. There is large headroom to increase reach, engagement and usage frequency for
food tech apps," said Abheek Singhi, Senior Partner and Managing Director at Boston
Consulting Group. (wire agency feed , 2020)

2.1 Scenario of Online Food Delivery Services on International Market

The global Online Food Delivery market size was valued at USD 168826.4 million in 2022 and is
expected to expand at a CAGR of 10.97% during the forecast period, reaching USD 315183.2
million by 2028. Online food delivery is a courier service in which a restaurant, store, or
independent food delivery company delivers food to a customer.
The online food delivery services market covered in this report is segmented by type into
platform-to-customer and restaurant- to-customer. Platform-to-Customer refers to the
development of an online tool or a forum for businesses to enable two-way communication with
their customers. The different channel types include websites and mobile applications and involve
various payment methods, such as cash on delivery and online payment.

The online food delivery services market covered in this report is segmented

1) By Type: Platform-To-Consumer, Restaurant-To-Consumer

2) By Channel Type: Websites, Mobile Applications
3) By Payment Method: Cash-On-Delivery, Online Payment

The online food delivery services market size has grown rapidly in recent years. It will grow from
$143.05 billion in 2023 to $159.46 billion in 2024 at a compound annual growth rate (CAGR) of
11.5%. The growth in the historic period can be attributed to increase in strong economic growth
in emerging markets, increased internet penetration and increased availability of mobile devices.

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The online food delivery services market size has grown rapidly in recent years. It will grow from
$143.05 billion in 2023 to $159.46 billion in 2024 at a compound annual growth rate (CAGR) of
11.5%. The growth in the historic period can be attributed to increase in strong economic growth
in emerging markets, increased internet penetration and increased availability of mobile devices.

Regional Segmentation:
North America (United States, Canada and Mexico)
Europe (Germany, UK, France, Italy, Russia and Turkey etc.)
Asia-Pacific (China, Japan, Korea, India, Australia, Indonesia, Thailand,
Philippines, Malaysia and Vietnam)
South America (Brazil, Argentina, Columbia etc.)
Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa

2.2 Online Consumer Behaviour

Online consumer behaviour differs slightly from traditional, offline consumer behaviour.
According to Ba and Pavlou (2002) trust is one of the major concerns for consumers
when purchasing items online. The trust issue in a buyer-selling relationship is based on
information asymmetry, which is explained as a relationship where one party, usually the
seller, possess more information than the buyer about the product or service quality (Ba &
Pavlou, 2002). It can also be seen that technology acceptance and adoption is an
important aspect regarding consumer e-commerce behaviour (Pavlou, 2003). There are
several aspects and motives to consumers’ adoption of e-commerce; according to Tauber
(1972) these motives are primarily personal (self- gratification, physical activity and
sensory stimulation) and social (communication with others, peer group attraction and
status/authority). Personal and social needs are both related to the hedonic aspect of
purchasing items, the shopping enjoyment. The market research conducted by Svensk
Digital Mathandel (2014) presents an increased use of online grocery shopping and that
the consumers tend to continue to purchase their groceries online after trying it.

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 Chapter 3
Presentation of Data, Analysis and Findings

1. GENDER

1.40%

42%

Male
56.80%
Female
Other

Source: Primary Survey, 2022.

Interpretation:

With this survey we could understand that the ratio of male and female with respect to digital
food ordering is different. The female respondents were 42% and male were 56.8%, while the
other is 1.8%.

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 2. EDUCATION

1.2

1.4

10th pass
12th pass
Graduated
3.2 8.2 Post-Graduated

Source: Primary Survey, 2022.

Interpretation:
Most of the respondent are graduate and post-graduate. 55.6% are graduate below that
37% are post-graduate and remaining are 10th and 12th pass.

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 3. OCCUPATION

76.50%
1.2 Student
1.4
Working professional
Home Maker
Retired

19.8

Source: Primary Survey, 2022.

Interpretation:
The occupation of most of the respondent is student followed by working professional
and some are home maker and retired.76.5% respondents are students and 19.8% are
working professional.

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 4. MARITAL STATUS

13.60%

Married
Unmarried

86.40%

Source: Primary Survey, 2022.

Interpretation:

From the survey we understood that 86.4% are unmarried while, 13.6% are married who use
online food delivery services.

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 5. WHICH FOOD DELIVERY SERVICE PEOPLE USE?

Send me 13.%

Homely 1.%

Faasos 18%

Mcd food 2.5%

Food panda 1.3%

Uber eats 22%

Zomato

Swiggy58.%

0 0.5 1 1.5 2 2.5 3 3.5 4 4.5 5

Source: Primary Survey, 2022.

Interpretation:

This survey let us know that the most people of the people prefer using Zomato for online
food delivery followed by Swiggy, Uber Eats and Food Panda.

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 6. BRAND AFFORDABILITY

SWIGGY:

21 25 58

25(33.3%)
0

10(13.3%)
10(13.3%)

3(5.1%) 27(36%)

1 2 3 4 5

Source: Primary Survey, 2022.

ZOMATO:

45

40

35

30

25
44.9%
20

15 26.9%
10 21.8%

5
5.1%
0 1.3%
1 2 3 4 5

Source: Primary Survey, 2022.

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 UBER EATS:

20
31.7%
15 17
23.8% 27%

4 7
6.3% 11.1%

1 2 3 4 5

Source: Primary Survey, 2022

FOOD PANDA

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6 Zomato
Swiggy
5 Food panda
4.4 4.5

4
3.5
3.1
3

0
Quality of service Discount Payment option Speed of delivery

Source: Primary Survey, 2022

Interpretation:
13.3% of people rated Swiggy at 5.
21.8% of respondents rated Zomato 5.
27% rated Uber Eats 5.
5.5 % rated Food Panda as 5.
Hence we can say that Uber Eats is most affordable online food delivery app.

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 7. ON TIME DELIVERY

SWIGGY
35

30

25

20
31
15 (42.5%)
19 20
10
(26%) (27.4%)
5
2 1
0 (2.7%) (1.4%)
1 2 3 4 5
Source: Primary Survey, 2022.

ZOMATO

40
34
(44.7%)
35

30

25 29
(38.2%)
20
10
(13.2%)
15

10
2
(2.7%) 1
5 (1.3%)
…
0
1 2 3 4 5
Source: Primary Survey ,2022.

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 UBER EATS
30

25

28
20 (45.9%)

15 15
11 (24.6%)
(18%)
10 3
4 (4.9%)
(6.6%)
5

0
…
1 2 3
… 4 5

Source: Primary Survey, 2022.

FOOD PANDA
30

25

20 25
(47.2%)

15 14
(26.4%)

10 6 6
(11.3%) (11.3%)
5 … 2
(3.8%)
0 …
1 2 3 4 5

Source: Primary Survey, 2022.

Interpretation:
The above graphs depict that 38.2 % of people rated Zomato as highest (5 points) mad is
most on time delivered app.

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 8. BEHAVIOUR OF PEER SERVICE PROVIDER

SWIGGY
35

30

25 32
(45.1%)
20
18 16
15 (25.4%) (22.5%)

10

5 3 2
(4.2%) (2.8%)

0
1 2 3 4 5
Source: Primary Survey, 2022.

ZOMATO
35

30

25 32
(43.2%)
20 Limit
22 Study
15 (29.7%)
Growth
17
10 (23%)

5 3
(4.1%) 0
(0%)
0
1 2 3 4 5
Source: Primary Survey, 2022.

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 UBER EATS
30

25

20 25
(42.4%)
18
15 (30.5%)

9
10 (15.3%)

4 3
5 (6.8%) (5.1%)

0
1 2 3 4 5

Source: Primary Survey, 2022.

FOOD PANDA

22
(42.3%)

14
(26.9%)

6 6
(11.5%) (11.5%) 4
(7.7%)

0 0 0 0 0
1 2 3 4 5

Source: Primary Survey, 2022.

Interpretation:
In case of Peer service provider behaviour,most of the respondents i.e 29.7% gave 5 stars to
zomato. Hence zomato is best peer service provider.

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 9. DIVERSITY OF PAYMENT OPTION

SWIGGY

35

30

25

20 Series 3
Series 2
15 29 Series 1
28

10

12
5

2
0 0
1 2 3 4 5

Source: Primary Survey, 2022.

ZOMATO
35

30

25

20

33
15
27

10

5 10

2 2
0
1 2 3 4 5

Source: Primary Survey, 2022.

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 10. DESIGN OF THE PLATFORM

SWIGGY
35

30

25

20 Series 3
Series 2
15 30
Series 1

10 21

5 11
7
2
0
1 2 3 4 5

Source: Primary Survey, 2022.

ZOMATO

35

30

25

20

32
15 30

10

5
8
3
0 0
1 2 3 4 5

Source: Primary Survey, 2022.

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 UBER EATS
25

20

15
Series 3
Series 2
10 20 Series 1
15 14
5

4 4
0
1 2 3 4 5
Source: Primary Survey, 2022.

FOOD PANDA
20

18

16

14

12
Series 3
10
18 Series 2
8 Series 1
6 12

4 9

2 5 5

0
1 2 3 4 5

Source: Primary Survey, 2022.

Interpretation:
Here also, Zomato has been rated highest (41.1 %) for the design of platform by the
respondent in the survey.

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 11. VARITIES OF RESTAURANTS AVAILABLE ON THE APP.

SWIGGY
30

25

27
20 (38%)

23
15 (32.4%)
12
(16.9%)
10 5
(7%) 4
(5.6%) …
5

0
1 2 …
3 4 5

Source: Primary Survey, 2022.

ZOMATO
35

30

25
33
30 (45.2%)
20 (41.1%)

15

10
5
2.5 (6.8%)
5 3 (2.7%)
(4.1%)

0
1 2 3 4 5

Source: Primary Survey, 2022.

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 UBER EATS
30

25

28
20
(48.3%)

15
11
9
10 (19%)
(15.5%)
6
4 (10.3%)
5 (6.9%)

0
1 2 …
3 4 5

Source: Primary Survey, 2022.

FOOD PANDA
18

16

14

12 17
(34%)
10
13
9
(26%)
8 6 (18%)
(12%) 5
6 (10%)
4

0 …
1 2 3 4 5
Source: Primary Survey, 2022.

Interpretation:
Respondent of the survey gave highest points to zomato i.e 45.2 % of respondents. regarding
variety of restaurants available , followed by Swiggy,uber eats and foodpanda.

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 FINDINGS:

 76.5 % of respondents ordering food online were students.

 Frequency of people ordering food is mostly on weekly basis
 Uber Eats is the most affordable food delivery service
 Zomato is the most known for on-time delivery
 Zomato is the best peer service provider
 Zomato has maximum diverse Payment option amongst all apps according
to survey
 Zomato has maximum number and variety of restaurants available on its
app

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 Chapter 4
CONCLUSION & RECOMMENDATION

4.1 CONCLUSION:

According to the research conducted, it can conclude that Zomato has gained positive opinion
of majority of the consumers in comparison to other service providers. It is mainly because of
their better on time delivery and better discounts. Zomato has been in the first position in
online food delivery service provider and if it includes the minor improvements, it will sustain
its upper hand in forthcoming future.

4.2 RECOMENDATION:

 COMPANY SHOULD TAKE NECESSARY STEPS TO STIMULATE

CUSTOMERS TO REPURCHASE.
 AS SO MANY PEOPLE ARE BRAND LOYAL TO ZOMATE, IT SHOULD TRY
MORE THINGS TO GIVE BETTER EXPERIENCE TO THE CUSTOMER
 THERE SHOULD BE MORE NUMBER OF COMPETITION IN THE MARKET
SO THE QUALITY OF SERVICES IMRPOVES RAPIDLY DUE TO
COMPETITION
 COMPANIES SHOULD FIND EFFICIENT WAYS TO TRIM DOWN THE
DELIVERY CHARGES AND MAKE ONLINE FOOD DELIVERY MORE
ACCESSIBLE AND AFFORDABLE.

Page 37 of 43
 BIBLIOGRAPHY:

Sahney, S., Archana Shrivastava and Rajni Bhimalingam 2008. Consumer attitude
towards online retail shopping in the Indian context. The Icfai University. Journal
of Consumer Behaviour 3(4).

Ahmed, Zafar U., M. Ghingold and Z. Dahari 2007. Malaysian shopping mall
behavior: An Exploratory Study. Asia Pacific Journal of Marketing and Logistics
19(4): 331–348.

Donald R. Lehmann and Lyman E. Ostlund 1974. Consumer Perceptions of

Product Warranties: an Exploratory Study. NA- Advances in Consumer Research
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Huang, Y. and H. Oppewal 2006. Why consumers hesitate to shop online: An

experimental choice analysis of grocery shopping and the role of delivery fees.

International Journal of Retail & Distribution Management 34(4/5): 334-353.

Kotler, P. & Keller, K.L. 2008. Marketing Management, 13th Edition, India:
Prentice Hall

Mattila, Minna M. 2013. Online shopping adoption factors.

Laurea university of applied sciences Finland 108-113. Miyazaki, A.D. and A.

Fernandez 2001. Consumer perceptions of privacy and security risks for online
shopping. The journal of Consumer Affairs 35(1): 27-44.

Nielsen, A.C. 2011. Online Grocery Shopping. Nielsen Featured Insights 4.

Noor, Ali M. et al. 2011. Online Grocery Shopping: The Affect of Time
Availability on Malaysian Consumer Preferences (Special Issue On Service Sector
Transforms the Economy). World Applied Sciences Journal 12: 60-67.

Robinson, H., F. Dall’Olmo Riley, R. Rettie and G. Rolls- Willson 2007. The role
of situational variables in online grocery shopping in the UK. The Marketing Review 7(1):
89-106 https://issuu.com/sanjaykumarguptaa/docs/a_study_on_consumer_perception

Page 38 of 43
 Annexure

Sample Questionnaire:

1. Name of respondent:

2. Gender:
Male( ) Female( ) others( )

3. Age
( ) 18-30 ( ) 31-40
( ) 41-50 ( ) 50-above

4. Education ( ) 10th pass

() 12th pass () graduation
( ) post- graduation

5. Occupation ( ) student
( ) working professional ( ) home maker
( ) retired

6. Marital status ( ) married

( ) Unmarried

7. Do you order food online? ( ) daily

( ) weekly
( ) fortnightly ( ) monthly
8. Which of the following apps do you use?
( )Swiggy
( )Zomato
( )Uber eats
( )Food panda
( )Others

9.What do you feel which brand is affordable?

( )Zomato
( )Swiggy
( )Uber eats
( )Food panda

10. Which FDA will give faster delivery?

( )Zomato
( )Swiggy
( )Uber eats
( )Food panda

11.Which application offers good packaging?

( )Zomato
( )Swiggy
( )Uber eats
( )Food panda

12. Which FDA behavior of peer service provider would you appreciated?
( )Zomato
( )Swiggy
( )Uber eats
( )Food panda

13. Which FDA consist diversity of payment options?

( )Zomato
( )Swiggy
( )Uber eats
( )Food panda

14. Which FDA platform design is excellent?

( )Zomato
( )Swiggy
( )Uber eats
( )Food panda
 RESPONSES

Submit 1.Name of 2.Gender 3.Age 4.Education 5.Occupation 6. Marital 7. Do you 8. Which 9.What do 10. 11.Which 12. Which 13. 14. Which
Date respondent status order of the you feel Which application FDA Which FDA
food following which FDA will offers good behavior of FDA platform
online? apps do brand is give packaging? peer service consist design is
you use? affordable? faster provider diversity excellent?
delivery? would you of
appreciated? payment
options?
5/27/2024 Punam Female 31-40 Graduation Home Married Monthly Swiggy, Swiggy Swiggy Swiggy Swiggy Zomato Swiggy
Zomato
5/27/2024 Jaya Shaw Female 18-30 Graduation Student Unmarried Fortnightly Swiggy, Zomato Zomato Zomato Zomato Zomato Zomato
Uber eats
5/27/2024 Nisha Female 18-30 Graduation Student Unmarried Monthly Swiggy Zomato Swiggy Zomato Zomato Swiggy Swiggy

5/27/2024 Shruti Female 18-30 12th pass Student Unmarried Weekly Swiggy, Swiggy Swiggy Swiggy Swiggy Swiggy Swiggy
Zomato
5/27/2024 Suman Male 18-30 Graduation Student Unmarried Weekly Food Food panda Food Uber eats Uber eats Uber Food
Singh panda panda eats panda
5/27/2024 Chiranjiv lal Male 18-30 Graduation Student Unmarried Fortnightly Swiggy Zomato Swiggy Swiggy Zomato Swiggy Swiggy

5/27/2024 Bhaskar Male 18-30 Graduation Student Unmarried Weekly Swiggy, Zomato Zomato Swiggy Swiggy Zomato Zomato
Khandelwal Zomato
5/27/2024 Anjit Male 18-30 Graduation Student Unmarried Fortnightly Zomato Zomato Zomato Swiggy Swiggy Zomato Swiggy
Singh
5/27/2024 Megh Female 18-30 Graduation Student Unmarried Monthly Swiggy Swiggy Swiggy Swiggy Swiggy Swiggy Swiggy
Bhutoria
5/27/2024 Harsh Male 18-30 12th pass Student Unmarried Fortnightly Swiggy, Swiggy Swiggy Swiggy Swiggy Swiggy Swiggy
Agrahari Zomato
5/27/2024 Roshani Female 18-30 Graduation Student Unmarried Weekly Swiggy Swiggy Swiggy Swiggy Swiggy Swiggy Swiggy
Singh
5/27/2024 Nishita Female 18-30 Graduation Student Unmarried Weekly Zomato Zomato Zomato Zomato Zomato Zomato Zomato
Singh
5/27/2024 Zeeshan Ali Male 18-30 Graduation Student Unmarried Weekly Swiggy, Zomato Zomato Zomato Zomato Zomato Zomato
Zomato
5/27/2024 Swati shaw Female 18-30 Graduation Working Unmarried Monthly Swiggy Swiggy Swiggy Swiggy Swiggy Swiggy Swiggy
professional

5/27/2024 Tarun Male 18-30 12th pass Student Unmarried Fortnightly Swiggy, Zomato Swiggy Swiggy Swiggy Swiggy Swiggy
Kumar Zomato
5/27/2024 Anu Pandit Female 18-30 Graduation Student Unmarried Weekly Swiggy, Zomato Zomato Zomato Zomato Swiggy Zomato
Zomato
5/27/2024 Harsh Male 18-30 12th pass Student Unmarried Daily Swiggy, Zomato Swiggy Swiggy Swiggy
Jaiswal Zomato
5/27/2024 Satyam Male 18-30 Graduation Student Unmarried Weekly Swiggy Swiggy Swiggy Swiggy Swiggy Swiggy Swiggy
Agrahari
5/27/2024 Khushi Female 18-30 Graduation Student Unmarried Monthly Zomato Zomato Zomato Zomato Zomato Zomato Swiggy
Agarwal
5/27/2024 Shivam Male 18-30 Graduation Student Unmarried Monthly Zomato Zomato Zomato Zomato Zomato Zomato Zomato
Kumar
5/27/2024 Pratiksha Female 18-30 12th pass Student Unmarried Fortnightly Swiggy, Swiggy Zomato Zomato Zomato Zomato Zomato
Tiwari Zomato
5/27/2024 Madina Female 18-30 Graduation Student Unmarried Weekly Zomato Zomato Zomato Zomato Zomato Zomato Zomato
Asghar
5/27/2024 Anjali Female 18-30 Graduation Student Unmarried Weekly Zomato Zomato Swiggy Uber eats Swiggy Uber Food
eats panda
5/27/2024 Sneh Singh Male 18-30 Graduation Student Unmarried Weekly Zomato Uber eats Zomato Swiggy Uber eats Uber Swiggy
eats
5/27/2024 Anu Pandit Female 18-30 Graduation Student Unmarried Monthly Zomato Swiggy Swiggy Swiggy Swiggy Swiggy Swiggy

5/27/2024 Sneha Female 18-30 Post Working Unmarried Fortnightly Swiggy Swiggy Swiggy Swiggy Swiggy Zomato Uber eats
shaw graduation professional
5/27/2024 Aman Male 18-30 Graduation Student Unmarried Weekly Zomato Zomato Zomato Swiggy Swiggy Uber Uber eats
Moriya eats
5/27/2024 Anjali Female 18-30 Graduation Student Unmarried Weekly Zomato Swiggy Swiggy Zomato Zomato Swiggy Swiggy
Sharma
5/27/2024 Uttam Male 31-40 Post Working Married Daily Food Food panda Food Food panda Food panda Uber Uber eats
Kumar graduation professional panda panda eats
5/28/2024 Harsh Male 18-30 12th pass Student Unmarried Daily Swiggy, Swiggy Swiggy Swiggy Swiggy Swiggy Swiggy
Jaiswal Zomato