SAVITRIBAI PHULE PUNE UNIVERSITY

PROJECT REPORT
ON

Consumer Perception Towards Online Food Delivery Services

(e.g., Swiggy, Zomato)

BY

Mr. Mayur Ratan Mane

Third Year Bachelor of Business Administration
Academic Year 2025 - 2026

Project Guide

Prof. Soumya Vadavi

GENBA SOPANRAO MOZE COLLEGE, 191/A Maharashtra housing

Board Yerwada, Pune 411006
 Table of Content
 Introduction 1-3

i.  Background of the Study

ii.  Company Profile

iii.  Problem Statement

iv.  Objectives of the Study

v.  Research Questions

vi.  Significance of the Study

 Literature Review 4-6

i.  Review of Literature

ii.  Research Gap

 Research Methodology 7-9

i.  Research Design

ii.  Data Collection Methods

iii.  Sampling Techniques

iv.  Data Analysis Methods and Scope & Limitations

 Data Analysis and Findings 10-13

i.  Presentation of Data

ii.  Analysis of Data

iii.  Interpretation of Findings

 Discussion of Findings 14

 Conclusions and Recommendations 15-16

i.  Summary of Findings

ii.  Conclusions

iii.  Recommendations

 References 17-18

 Appendices 19-22
 List of Charts and Tables

Tables
 Table - Age distribution of Respondents 10
 Table - Gender distribution of Respondents 10
 Table - Preferred food delivery platform 11
 Table - Frequency of Orders 11
 Table - Average Perception scores 12

Charts
 Chart - Age Chart 10
 Chart - Gender Chart 10
 Chart - Usage Chart 11
 Chart - Order Chart 11
 Chart - Perception Chart 12
 Chapter 1 - Introduction
The online food delivery industry has rapidly transformed the way consumers purchase and
consume food. Platforms such as Swiggy and Zomato have gained immense popularity due to
their convenience, affordability, and variety of offerings. This study seeks to explore
consumer perceptions towards these services and understand the factors influencing their
satisfaction and loyalty.

Background of the Study

The online food delivery (OFD) market in India has experienced exponential growth over the
past decade, driven by factors such as increased smartphone penetration, the rise of digital
payments, urbanization, and evolving consumer lifestyles. With busy schedules and greater
exposure to technology, Indian consumers—especially students and working professionals—
are increasingly relying on mobile-based delivery platforms to meet their food needs.

Within this context, Swiggy and Zomato have emerged as industry leaders, transforming the
way consumers interact with restaurants and access meals. These apps not only provide
convenience but also offer consumers variety, affordability, and flexibility, thereby becoming
an integral part of modern urban living. However, consumer perception of these services is
far from uniform. Elements such as delivery time, app usability, customer service quality,
pricing strategies, and promotional offers strongly shape satisfaction levels and loyalty.

Understanding consumer perception has therefore become essential for businesses operating
in this competitive industry. By exploring how consumers evaluate these platforms,
companies can identify strengths, weaknesses, and opportunities for improvement, ensuring
long-term growth and customer retention.

Company Profiles

Swiggy

 Founded: 2014, Bengaluru, India

 Services: Food delivery, Instamart (grocery delivery), Genie (parcel and pick-up service)

 Unique Selling Proposition (USP): Faster delivery times, wide network of partner
restaurants, real-time order tracking, and reliability.

Zomato

 Founded: 2008 (initially as a restaurant discovery and review platform, later expanded
into delivery)

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 Services: Food delivery, restaurant reviews, table reservations, Zomato Gold subscription
program offering discounts and benefits

 Unique Selling Proposition (USP): Strong focus on restaurant discovery and reviews,
competitive promotional offers, and subscription-based loyalty programs.

Both platforms have carved unique positions in the market. Swiggy emphasizes speed and
operational efficiency, while Zomato leverages its restaurant partnerships, reviews, and
loyalty programs. Yet, both face common challenges around service consistency, customer
support, and delivery partner management.

Problem Statement

While online food delivery apps have gained massive popularity in India, customer
satisfaction remains inconsistent. Consumers often report issues such as late deliveries, high
delivery charges, incorrect or missing items, lack of hygiene, and inadequate customer
support. Furthermore, while discounts and offers attract first-time users, long-term loyalty
depends on more sustainable factors such as service reliability, trust, and digital experience
quality.

Despite their success, Swiggy and Zomato must continuously adapt to shifting consumer
expectations in a post-pandemic environment, where safety, hygiene, and professionalism
have become equally important. Therefore, a systematic study of consumer perception is
necessary to identify key satisfaction drivers and barriers, and to suggest improvements for
better customer experience and sustained competitiveness.

Objectives of the Study

 To study consumer awareness and usage patterns of Swiggy and Zomato.

 To identify the key factors influencing consumer perception of online food delivery
services.

 To analyze the impact of offers, discounts, and delivery time on consumer satisfaction.

 To examine the relationship between customer satisfaction, app usability, and repeat
purchase behavior.

 To provide practical recommendations for improving customer service quality and

enhancing loyalty.

2
Research Questions

1. What are the major factors influencing consumer perception of online food delivery
services?

2. How does delivery time affect customer satisfaction and loyalty?

3. To what extent do offers and discounts impact consumer retention?

4. What is the relationship between app usability, trust, and consumer perception?

5. What improvements can be made by Swiggy and Zomato to enhance customer

experience?

Significance of the Study

This study holds significance for multiple stakeholders:

 For Businesses (Swiggy & Zomato): Provides actionable insights into consumer
preferences, helping them refine their strategies, improve service quality, and strengthen
customer loyalty.

 For Consumers: Highlights how service quality and operational practices can be
enhanced to deliver a better user experience.

 For Academia: Contributes to the growing body of research on consumer behavior in

the digital economy, especially in the context of e-commerce and service marketing.

 For Policymakers and Industry Stakeholders: Offers perspectives on digital consumer

protection, gig-economy labor practices, and service delivery standards in India.

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Chapter 2 - Literature Review

Review of Literature

The growth of online food delivery (OFD) services in India has transformed urban
consumer behavior, offering convenience, affordability, and variety. Swiggy and
Zomato, as market leaders, have been central to this transformation. Scholars have
examined consumer perceptions across dimensions such as service quality, pricing,
promotions, technology, and brand influence. This review synthesizes existing studies,
organizing them thematically to highlight critical insights and identify research gaps.

1. Consumer Preferences and Comparative Studies

Several studies have attempted to understand consumer preferences between Swiggy

and Zomato. Thakkar, Shah, and Vidani (2024) conducted a comparative analysis of
user behavior, revealing that Swiggy is generally perceived as faster and more reliable
in delivery, whereas Zomato scores higher on restaurant variety and promotional
offers. Similarly, Jain, Vora, and Vidani (2024) explored preferences among Gen-Z
consumers in Ahmedabad and found that affordability and social media influence play
decisive roles in shaping their app usage. Singh and Puri (2024) extended this analysis
by examining brand influence, noting that reputation and trust strongly mediate
adoption, especially for first-time users. Crasta (2025) also emphasized that
convenience and time-saving features are dominant motivators across demographics.

Taken together, these studies highlight that Swiggy and Zomato enjoy distinct
competitive advantages. Swiggy’s edge lies in its operational reliability, while
Zomato leverages its wide partner network and aggressive promotions. However,
comparative studies remain relatively limited, with most analyses focusing on isolated
aspects rather than a holistic view.

2. Consumer Satisfaction and Service Quality

Service quality is a recurring theme in consumer perception studies. Rao (2024),

focusing on Zomato users in Hyderabad, identified punctuality and responsiveness as
the most influential factors in shaping satisfaction. Similarly, Sharma and Khatri
(2024) argued that consumer satisfaction is multidimensional, encompassing delivery
speed, accuracy of orders, hygiene standards, and packaging quality. Singh and Katta
(2022), in their study of Swiggy users in Chennai, found that consumers were highly
responsive to delivery efficiency and customer support, with delays leading to
dissatisfaction.

Ghosh (2020) added that satisfaction in the OFD sector is fragile, as consumers are
highly prone to switching between apps when service levels decline. This finding
reinforces the need for consistency rather than one-time excellence. Collectively,
these studies demonstrate that service reliability and quality form the backbone of
consumer perception, often outweighing promotional strategies in the long term.

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3. Discounts, Price Sensitivity, and Offers

Promotions and discounts have been identified as significant motivators in adoption,

particularly among younger consumers. Jain et al. (2024) highlighted that Gen-Z
customers rely heavily on affordability and offers in their decision-making process.
Thakkar et al. (2024) similarly concluded that discounts are one of the most important
pull factors for new users. These findings align with broader marketing research in
India, which suggests that price sensitivity is higher in younger and student
demographics.

However, studies also indicate that promotions are insufficient for long-term loyalty.
Sharma and Kulkarni (2022) found that while offers drive initial adoption,
transparency and reliability retain customers over time. This suggests that discounts
act as an entry point, but sustained engagement depends more on functional service
factors.

4. Technology, Usability, and Trust

The usability of delivery apps and consumer trust in digital payments also play a
central role in shaping perception. Madani and Alshraideh (2021) used predictive
models to analyze purchasing decisions in OFD services, finding that intuitive app
design and trust in secure transactions directly influence consumer confidence.
Ramesh and Banerjee (2023) similarly argued that trust, particularly in relation to
payment reliability and refund systems, significantly affects repeat usage.

These insights highlight that consumer satisfaction is not solely dependent on price
and service but also on digital trust and app interface quality. As OFD services
become increasingly integrated into daily routines, seamless digital experiences are
expected as a baseline standard.

5. Broader Consumer Behavior and Gig Economy Insights

Beyond consumer-facing factors, several studies highlight structural issues that

indirectly influence perception. Jadhav, Titus, Babu, and Chinnaiyan (2023) evaluated
consumer behavior in India, showing that lifestyle convenience is the central reason
for app adoption. Suvarnapathaki, Shah, Negi, and Rangaswamy (2025) shifted the
focus to the gig economy, studying the invisible labor of delivery partners. Their work
suggests that partner conditions, such as workload, incentives, and safety, indirectly
shape consumer experience, as delivery speed and professionalism depend on these
factors.

Ghosh (2025) examined supply chain challenges, particularly the bullwhip effect,
which can affect order accuracy and timeliness, ultimately influencing customer
perception. A Reuters (2024) report contextualized these findings by noting how the
rise of 10-minute delivery expectations in India is reshaping consumer patience
thresholds and operational stress.

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These broader studies demonstrate that consumer perception is not only about front-
end features like discounts or app design but also about back-end logistics, delivery
partner well-being, and supply chain efficiency.

Research Gap

While the existing literature provides valuable insights into consumer satisfaction,
service quality, and promotional strategies, three major gaps remain. First,
comparative research between Swiggy and Zomato is limited, with most studies
focusing on one platform in isolation. Second, there is insufficient exploration of post-
pandemic consumer expectations, such as hygiene, safety, and contactless delivery.
Third, few studies consider the combined impact of promotions, service quality, and
technological trust alongside gig-economy challenges.

This research seeks to bridge these gaps by analyzing consumer perceptions of both
Swiggy and Zomato holistically, with particular attention to the interplay between
discounts, service reliability, app usability, and post-pandemic expectations.

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Chapter 3 - Research Methodology

Research Design

This study adopts a descriptive research design, as the primary objective is to examine
and analyze consumer perceptions towards online food delivery services with a focus
on Swiggy and Zomato. A descriptive design is appropriate since the research does
not aim to establish cause-and-effect relationships but rather to understand existing
attitudes, opinions, behaviors, and satisfaction levels of consumers.

The design is consistent with prior research on consumer behavior in digital services,
as highlighted in the literature review, where most studies used descriptive and
survey-based approaches to capture consumer perception in real-world contexts.

Data Collection Methods

Primary Data

Primary data was collected through a structured questionnaire designed using Google
Forms and, where applicable, printed copies. The questionnaire consisted of:

 Closed-ended questions (multiple choice, checkboxes) to capture demographics

and usage patterns.

 Likert scale items (1 = strongly disagree to 5 = strongly agree) to measure

perceptions regarding delivery time, app usability, offers, discounts, pricing, and
customer service.

 Open-ended questions to allow respondents to share additional opinions or

suggestions.

Secondary Data

Secondary data was obtained from academic journals, peer-reviewed articles (via
Google Scholar), industry reports, company websites, and credible news portals.
These sources provided the theoretical foundation and literature review while also
helping identify the research gap. This ensured that the study was well-grounded in
existing knowledge while addressing unexplored aspects of consumer perception.

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 Sampling Techniques

 Sampling Method: Convenience sampling, chosen due to ease of accessibility

and feasibility in data collection.

 Population: Users of Swiggy and Zomato, primarily in urban and semi-urban

India. (N=1,20,000)

 Sample Size: 120 respondents, including students, working professionals, and

homemakers.

 Geographical Scope: Primarily focused on Yerwada, Pune, with some responses

from nearby semi-urban areas. (College and Neighbourhood)

Data Analysis Methods

To ensure both clarity and reliability, a combination of descriptive and inferential

statistical tools was employed:

1. Descriptive Statistics

a. Percentages, averages, and frequency distributions were used to summarize

responses.

b. Demographic data (age, gender, income) and usage patterns (frequency of orders,
preferred platform) were described.

2. Graphical Analysis

Pie charts, bar charts, and stacked bar charts were used for easy visualization of
consumer preferences and satisfaction levels.

3. Inferential Statistics

i. Chi-square test → To examine the relationship between categorical variables,

e.g., offers/discounts and consumer preference.

ii. Correlation analysis → To study the relationship between delivery time and
customer satisfaction.

4. Software Used

Data was tabulated and analyzed using MS Excel and ChatGPT.

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 Scope and Limitations

Scope

This study focuses on understanding consumer perception of online food delivery

services with reference to Swiggy and Zomato. The research covers factors such as
delivery time, offers, app usability, pricing, hygiene, and overall satisfaction. Data
was collected from 120 respondents in urban and semi-urban areas, providing insights
into the preferences of students, working professionals, and homemakers.

Limitations

 The study is limited to a small sample size and specific geographic region, which
may not fully represent the entire Indian population.

 Convenience sampling may introduce bias, as respondents were selected based on

accessibility.

 Responses are self-reported, which can be influenced by personal bias or recall

errors.

 Findings are time-bound and may not reflect seasonal or long-term changes in
consumer perception.

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Chapter 4 - Research Data Analysis and Findings

Presentation of Data

Respondent Profile (Demographics)

 Age Distribution of Respondents (n=120)

Age Frequency Precentage
18 to 25 62 51.70%
26 to 35 38 31.70%
36 to 45 12 10%
46 and more 8 6.60%

Age Chart
46 and more, 8
36 to 45, 12

18 to 25, 62

26 to 35, 38

Finding: Pie showing majority 18–25 group at 52%.

 Gender Distribution of Respondents

Gender Frequency Percentage
male 68 56.70%
female 50 41.70%
other 2 1.60%

Gender Chart

other 1.60%

female 41.70%

male 56.70%

0.00% 10.00% 20.00%30.00% 40.00% 50.00% 60.00%

Users
Finding: Above bar graph shows majority males at 56.70%.

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Usage Patterns
 Preferred Food Delivery Platform
Platforms Freqeuncy percentage
swiggy 66 55%
zomato 42 35%
both 12 10%

Usage Chart
55%

35%
Usage

10%

swiggy zomato both

Platforms

Finding: Swiggy leads at 55%.

 Frequency of Orders
Freqeuncy Respondent Percentage
Daily 10 8%
Weekly 58 48%
Monthly 36 30%
Rarely 16 14%

Order Chart
60%

50%
48%
40%

30% 30%
20%
14%
10%
8%
0%
Daily Weekly Monthly Rarely

Finding: Chart showing most people prefers to order weekly, at 48%.

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Consumer Perception

 Average Perception Scores (1–5 scale)

Factor Mean Score
App Usability 4.2
Delivery Time 3.8
Discounts & Offers 4.4
Hygiene & Professionalism 3.9
Value for Money 3.7

Perception Chart
4.6

4.4

4.2
Mean score

3.8

3.6

3.4

3.2
App Usability Delivery Time Discounts & Offers Hygiene & Value for Money
Professionalism

Finding: Discounts highest at 4.4, Value for Money lowest at 3.7.

Analysis of Data

1. Descriptive Statistics:

 Majority users are 18–25 yrs (52%), showing millennial/Gen-Z dominance.

 Swiggy (55%) is slightly preferred over Zomato (35%), though both hold strong
market share.

 Ordering frequency is mostly weekly (48%), showing moderate but consistent

use.

 Consumers value discounts & offers (M=4.4) most, while value for money
(M=3.7) is relatively weaker.

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2. Inferential Statistics:

 Chi-Square Test (Offers vs. Platform Preference): χ² = 6.78, p < 0.05 →

Significant relationship → Users strongly associate Swiggy with discounts &
offers.

 Correlation (Delivery Time vs. Satisfaction): r = 0.62 (positive, moderate to

strong) → Faster delivery significantly improves satisfaction levels.

Interpretation of Findings

1. Age & Usage → Younger consumers (18–25) are the heaviest users, implying
that OFD apps are strongly youth-driven.

2. Platform Preference → Swiggy has a slight edge, possibly due to faster delivery
and broader restaurant tie-ups.

3. Offers & Discounts → Remain the strongest perception driver, highlighting

consumer price sensitivity.

4. Delivery Time → Strongly correlated with satisfaction → reliability is critical

for loyalty.

5. Value for Money → Scored lowest → customers feel delivery charges or food
pricing sometimes outweigh benefits.

6. Overall Insight → Discounts attract customers, but service reliability and fair
pricing are the real determinants of repeat usage and loyalty.

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Chapter 5 - Discussion of Findings

The findings of this study align with earlier research reviewed in the literature.
Consistent with studies by [Author, Year] on consumer behavior in online food
delivery, this research also confirms that discounts and offers are among the strongest
motivators influencing customer preference. Swiggy’s dominance in this aspect
resonates with prior studies that highlight the importance of aggressive promotional
strategies in customer acquisition.

At the same time, this research reveals that delivery time and service reliability
remain significant determinants of satisfaction, which is consistent with [Author,
Year], who emphasized speed and convenience as core value propositions in digital
platforms. The correlation analysis in this study showed a positive association
between delivery speed and customer satisfaction, reaffirming the role of logistics as a
competitive differentiator.

Interestingly, value for money received the lowest rating. This suggests that while
discounts attract customers initially, concerns about delivery charges or inflated food
prices reduce overall perceived fairness. This gap indicates the need for pricing
strategies that balance profitability with consumer trust.

Finally, the demographic analysis highlights that millennials and Gen-Z (18–25 years)
are the largest consumer base. This finding supports earlier studies that identified
younger generations as the most active users of OFD services due to their higher
digital adoption, busy lifestyles, and preference for convenience.

In sum, the study findings are consistent with the existing literature but add localized
insights from Yerwada’s urban and semi-urban consumer base.

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Chapter 6 - Conclusion and Recommendations

Summary of Findings

Demographics: Majority of users belong to the 18–25 age group, reflecting the
dominance of young, tech-savvy consumers.

Platform Preference: Swiggy (55%) is preferred slightly more than Zomato (35%),
with 10% using both equally.

Usage Patterns: Weekly ordering is most common, indicating habitual but not daily
reliance.

Key Factors: Discounts and offers scored highest (M=4.4), followed by app usability
and hygiene, while value for money scored lowest (M=3.7).

Inferential Analysis:

Significant relationship between offers and platform preference (χ² test).

Strong positive correlation (r=0.62) between delivery time and satisfaction.

Consumer Loyalty: Repeat orders are influenced more by reliability and fair pricing
than by discounts alone.

Conclusions

The study concludes that while promotional offers are powerful in attracting
consumers, long-term satisfaction and loyalty are primarily shaped by delivery
reliability, professionalism, and perceived value for money. Swiggy and Zomato
must therefore go beyond discount wars to focus on service consistency, transparent
pricing, and consumer trust-building.

The research also confirms the increasing dominance of younger generations as the
primary user group, suggesting that OFD services will continue to expand in India’s
urban centers. However, sustainability will depend on balancing aggressive growth
strategies with consumer-centric policies.

Recommendations for Practice

Optimize Delivery Logistics → Both platforms should invest in faster, more

predictable delivery systems, including AI-based route optimization.

Transparent Pricing → Reduce hidden costs and provide clarity in delivery charges
to improve the “value for money” perception.

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Enhance Loyalty Programs → Instead of focusing only on discounts, build loyalty
through subscription perks, cashback on repeat orders, and personalized offers.

Improve Customer Support → Faster resolution of complaints and errors (e.g.,

wrong orders, refunds) to increase trust.

Focus on Hygiene & Training → Train delivery partners on hygiene and

professionalism, as this directly affects consumer trust post-COVID.

Expand to Semi-Urban Markets → With growing smartphone penetration, tapping

into smaller towns can be a new growth avenue.

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Chapter 7 - References (APA 7th Edition)

 Crasta, S. (2025). Consumer satisfaction and perception towards online food

delivery services in India. International Journal of Research Publication and
Reviews, 6(3), 128–134.

 Ghosh, A. (2020). Customer satisfaction towards online food delivery apps in

India. International Journal of Advanced Science and Technology, 29(4), 1032–
1045.

 Ghosh, S. (2025). Supply chain challenges and the bullwhip effect in online food
delivery. Journal of Operations and Supply Chain Management, 18(1), 45–59.

 Jain, R., Vora, K., & Vidani, M. (2024). A study on consumer preferences for
online food delivery apps among Gen Z with reference to Ahmedabad city.
International Journal of Creative Research Thoughts, 12(1), 256–263.

 Jadhav, A., Titus, A., Babu, A., & Chinnaiyan, R. (2023). Consumer behavior
towards online food delivery applications in India. Journal of Business and
Management, 25(3), 45–52.

 Madani, F. A., & Alshraideh, H. A. (2021). Predicting customer purchase

decisions in online food delivery services using machine learning. International
Journal of Data and Network Science, 5(4), 665–674.

 Rao, S. (2024). A study on customer satisfaction towards Zomato with special

reference to Hyderabad city. International Journal of Research and Analytical
Reviews, 11(2), 112–120.

 Ramesh, V., & Banerjee, A. (2023). Trust and usability in online food delivery
apps: An Indian consumer perspective. Journal of Marketing and Communication
Research, 15(2), 89–101.

 Reuters. (2024, March 12). India’s online food delivery race heats up as Zomato
and Swiggy push faster service. Reuters. https://www.reuters.com/

 Sharma, A., & Khatri, P. (2024). Measuring customer satisfaction with online
food delivery services: Evidence from India. International Journal of
Management, 15(1), 64–72.

 Sharma, S., & Kulkarni, R. (2022). Impact of offers and discounts on consumer
loyalty in online food delivery apps. International Journal of Research in
Commerce and Management, 13(7), 17–24.

 Singh, A., & Katta, R. (2022). A study on consumer satisfaction towards Swiggy
in Chennai city. Journal of Business Studies, 9(2), 33–41.

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 Singh, R., & Puri, A. (2024). Brand influence and adoption of online food
delivery apps among young consumers. Journal of Consumer Behaviour Studies,
14(3), 203–214.

 Suvarnapathaki, R., Shah, R., Negi, D., & Rangaswamy, P. (2025). The invisible
labor of gig workers in India’s online food delivery sector. Economic and
Political Weekly, 60(7), 52–59.

 Thakkar, R., Shah, K., & Vidani, M. (2024). Comparative study of Swiggy and
Zomato with reference to consumer perception. Journal of Research and
Analytical Reviews, 11(1), 210–217.

18
Chapter 8 - Appendix – Questionnaire
Title:

Consumer Perception Towards Online Food Delivery Services (Swiggy & Zomato)

Description:

This survey is conducted as part of an academic research project for TYBBA. The
purpose is to study consumer perceptions towards online food delivery services such
as Swiggy and Zomato.

Section A: Demographic Information

Q1. Age Group (Multiple choice)

 18–25

 26–35

 36–45

 46 and above

Q2. Gender (Multiple choice)

 Male

 Female

 Other / Prefer not to say

Q3. Occupation (Multiple choice)

 Student

 Working Professional

 Homemaker

 Other (Short answer)

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Q4. Monthly Income (Multiple choice)

 Less than ₹20,000

 ₹20,001 – ₹40,000

 ₹40,001 – ₹60,000

 Above ₹60,000

 Not Applicable

Section B: Usage Patterns

Q5. Which online food delivery app do you use most often? (Multiple choice)

 Swiggy

 Zomato

 Both equally

 Other (Short answer)

Q6. How frequently do you use food delivery services? (Multiple choice)

 Daily

 Weekly

 Monthly

 Rarely

Section C: Consumer Perception (Likert Scale)

(Use "Linear scale" question type: 1 = Strongly Disagree, 5 = Strongly Agree)

Q7. The app is easy to use and navigate. (Linear scale: 1–5)

Q8. Delivery time is reasonable and meets my expectations. (Linear scale: 1–5)

Q9. Discounts and offers strongly influence my decision to order. (Linear scale: 1–
5)

Q10. I am satisfied with the hygiene and professionalism of delivery

partners.(Linear scale: 1–5)

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Q11. The app provides value for money in terms of pricing and quality.(Linear
scale: 1–5)

(Label scale as: 1 = Strongly Disagree, 5 = Strongly Agree)

Section D: Satisfaction & Loyalty

Q12. How satisfied are you overall with Swiggy / Zomato? (Multiple choice)

 Very Satisfied

 Satisfied

 Neutral

 Dissatisfied

 Very Dissatisfied

Q13. How likely are you to continue using your preferred app in the future?
(Multiple choice)

 Very Likely

 Likely

 Neutral

 Unlikely

 Very Unlikely

Section E: Open-ended Question

Q14. What improvements would you suggest to Swiggy and Zomato to enhance
your experience?

(Paragraph answer)

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Hypothesis

H1: Discounts and promotional offers significantly influence consumer preference for
online food delivery services.

H0: Discounts and promotional offers do not significantly influence consumer

preference for online food delivery services.

H2: Delivery time has a positive impact on overall customer satisfaction.

H0: Delivery time has no significant impact on overall customer satisfaction.

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