PROJECT REPORT

On
“A MARKET ANALYSIS OF SWIGGY
CUSTOMER SATISFACTION ”

SUBMITTED TO
Sardar Patel University, Vallabh Vidhyanagar,
For the award, degree
Bachelor of business administration (BBA)
BBA SEMESTER-VI

PREPARED BY :
STUDENT NAME : ALHAJ SATTARMAHMAD VAHORA
SPU EXAM SEAT :

FACULTY GUIDE
DR . TEJAL TANNA
C.P PATEL & F H SHAH COMMERCE (AUTONOMOUS) COLLEGE,
Near N.S circle, Bhalej Road, Anand-388001
JANUARY 2025

JANUARY , 2025
 DECLARATION

I hereby declare that this project report entitled A STUDY ON CONSUMER SATISFACTION
AND PERCEPTION TOWARDS ONLINE FOOD DELIVERY APPS WITH SPECIAL
REFERENCE TO ZOMATO AND SWIGGY was carried out by me for the degree of BCOM
Honours under the guidance and supervision of Dr.Geetanjali Shrivastava of Department of
Commerce, BSSS College. The interpretations put forth are based on my reading and
understanding of the original texts and they are not published anywhere in any form. The other
books, articles and websites, which I have made use of are acknowledged at the respective place
in the text. This research report is not submitted for any other degree or diploma in any other
University.

Name of the Student: Simranjeet Kaur Gill

Class & Section: B.Com (Honours)

Place: ANAND
 CERTIFICATE
It is certified that the work contained in the project report titled A study on consumer satisfaction
and perception towards online delivery platforms with special reference to zomato and swiggy,
by Simranjeet Kaur Gill, has been carried out under my supervision and that this work has not
been submitted elsewhere for a degree.

Signature of Supervisor:

Name: Dr TEJAL TANNA

Department: MANAGEMENT

SARDAR PATEL

JANUARY , 2025
 ACKNOWLEDGEMENT

I would like to thank our Principal Dr. Fr. John P.J. and Vice Principal Dr Sr Sonia Kurien for
their immense support and blessings. I thank our HOD Dr Amit Kumar Nag for his support. I
would like to express my special thanks of gratitude to my research guide Dr. Geetanjali
Shrivastava, Assistant Professor of Department of Commerce for her valuable suggestions and
guidance and for giving me the golden opportunity to do this wonderful research project on the
topic: A STUDY ON CONSUMER SATISFACTION AND PERCEPTION TOWARDS
ONLINE FOOD DELIVERY APPS WITH SPECIAL REFERENCE TO ZOMATO AND
SWIGGY, without her help it would have been difficult for me to have reached this state of
completion of my project report. Also, I would like to thank my parents and friends who helped
me a lot in the preparation of this project.

I wish to acknowledge the help of all those who have provided me information, guidance and
other help during my research period.
 CONTENT
Table List of Chapters Page
No. No.
Chapter 1 - Introduction of the topic 1
1.1 Rationale of the study 2
1.2 Introduction to the industry 6
1.3 Introduction to the company 7
1.4 Justification of the topic 10
Chapter 2- Review of literature 12
2.1 National Reviews 13
2.2 International Reviews 15
Chapter 3- Research Methodology 18
3.1 Objective of the study 19
3.2 Research Hypothesis 19
3.3 Scope of the study 20
3.4 Limitation of the study 20
Chapter 4- Data Representation and Analysis 21
4.1 Data representation and interpretation 22
4.2 Hypothesis Testing 46
Chapter 5- Results and Discussion 47
5.1 Findings 48
5.2 Suggestions 48
5.3 Conclusion 49
 LIST OF TABLES
Table List of Tables Page
No. No.
01. Summary analysis of demographic features 22
02 Confirmatory composite analysis average variance extracted and 25
construct reliability
03 Discriminate Validity 27
04. Do you use online food delivery apps 29
05. Speed of delivery affect the usage of food delivery apps 29
06. Minimum order and criteria affect the usage of food delivery apps 30
07. Quality of service affect the usage of food delivery apps 30
08. Payment option affect the usage of food delivery apps 31
09. Discounts and offers affect the usage of food delivery apps 31
10. Time saving affect the usage of food delivery apps 32
11. 24*7 Availability affect the usage of food delivery apps 32
12. Choice of Restaurants affect the usage of food delivery apps 33
13. Ease and convenience affect the usage of food delivery apps 33
14. COVID safety measures affect the usage of food delivery apps 34
15. Rewards and cashbacks affect the perception of customers 35
16. Location affect the perception of customers 35
17. Recommendation affect the perception of customers 36
18. Previous experience affect the perception of customers 36
19. Online reviews affect the perception of customers 37
20. Social media affect the perception of customers 37
21. Advertisement affect the perception of customers 38
22. COVID safety measures affect the perception of customers 38
23. Food app preferred to order 39
24. Packaging service satisfaction 40
25. Active service satisfaction 40
26. Offers and Discounts service satisfaction 41
27. Quality service satisfaction 41
28. Offers choice of restaurants service satisfaction 42
29. Delivery charges service satisfaction 42
30. Mode of payment service satisfaction 43
31. Customer support service satisfaction 43
32. Staff professionalism service satisfaction 44
33. Overall satisfaction 44
34. Hypothesis Testing 46
CHAPTER 1: INTRODUCTION OF THE TOPIC

1.1 Rational of the study

1.2 Introduction to the industry
1.3 Introduction to the company
1.4 Justification of the topic

1
 1.1 Rationale of the study

India's e-commerce market has been rapidly expanding in recent years and continues to do so today.
The constant growth of E-commerce is altering how people think, check, act, and produce a
yield. Larger part of organizations in the limited scale, medium scale and enormous scope areas
own a site to improve their business and they do as such by utilizing on the web commercials,
online Promotional occasions or exercises in this way taking an "advanced "jump in the business
cycles. The comfort needs and solace of the buyers and their purchasing conduct and the way
toward purchasing is the wellspring of the persevering development of E-business.
(Ms.A.Manojanaranjani)

Technology is assuming its vital part in reforming the food administration conveyances encounters.
Reliance of technology has driven consumers to adopt doing activities such as shopping,
payment gateways, online ticketing, internet banking, etc. One of the activities, online food
delivery apps is becoming popular day by day in the Indian market. Indians’ preference towards
online food ordering leads to the growth and invention of new apps for ordering. In online food
delivery apps, customers can order food from restaurants directly by visiting their website using
the internet. An increase in food delivery apps provide easy convenience, save time and provide
offers and discount for the customers. These food delivery apps also generate opportunities for
the unemployed around the country. (Ashish Raina, 2019)

In this day and age administration area contributes 64.80% in GDP. The ascent of advanced
innovation is reshaping the businesses. With the expanded utilization of innovation, the quantity
of individual’s locks in into the advanced area is quickly expanding. Indeed, even Consumers are
familiar with shopping or in any event, requesting on the web through applications or sites, with
greatest comfort and straightforwardness, anticipating the same experience that they would get
from the power source itself. To coordinate with the buyer's assumptions applications are giving
expanded offices and administrations to the clients. This situation doesn't exist just in one
country however all over the globe. Being up to date with the clients' assumptions encourages
firm hold clients to a more noteworthy degree. (Ghadiyali D. N.)

2
Consumer Perception

Consumer perception is a marketing term that refers to a customer's perception, knowledge, or

consciousness of a brand or its offerings. The customer gathers knowledge about a product and
interprets it to create a meaningful picture of that product. Customer perception is the term for
this. A consumer's opinion of a product is formed when they see advertising, ads, customer
reviews, social media comments, and so on. When a customer sees or learns about a specific
product, the whole process of customer perception begins. This cycle repeats itself until the
customer develops an opinion about the product. Anything a business does have an impact on
how customers perceive it. All influences consumer understanding, including the way goods are
shown in a retail store, the colors and shapes in your logo, the ads you make, and the discounts
you offer. (clocktrack)

Factors Influencing Consumer Perception

External factors can affect customer perception, some of which are described below—

1. Personal Experience
The personal experience a consumer had when purchasing and using a product has a
significant impact on customer perception. Customers would develop a positive view of
the brand if the product, customer service, price, logo, colour, discounts, and other factors
succeed in making an excellent impression on their minds. However, if they did not enjoy
their interaction with the brand, they would abandon it.
2. Advertising
Customers see goods for the first time through commercials, and this is one of the most
important factors influencing consumer experience. A company's advertisements and
promotions will aid in the creation of a favorable consumer view.
3. Influencers
People are more likely to purchase items after they have been tried and checked by
someone else. Influencers are people who have purchased and sampled the product first.
When people hear about a great product that an influence has checked out, they are more
likely to buy it and try it out because the endorsement comes from someone they know
and trust.

3
 4. Customer Review
Before purchasing a product, many people read consumer reviews. This demonstrates the
importance of customer feedback in determining customer understanding. When
customers see a product with a low number of stars, it means the product has received
poor customer feedback. It leaves a negative impact on the mind of the customer.
5. Social Media
Social networking has emerged as the most powerful tool for managing consumer
perception. Users form a picture of a product when they receive consistent
communication about it on social media. Social media may be used to share content,
photographs, videos, and other media that contribute to the company's desired image.
(clocktrack)

Consumer satisfaction

Customer satisfaction refers to how pleased (or dissatisfied) consumers are with a company's
goods, services, or overall experience. Customer satisfaction refers to a customer's perception of
your business and what you have to give in terms of quality, value, and aspirations. This
information will say a lot about how consumers feel about your brand and how they will connect
with it in the future. (indeed, 2021)

Customer retention and customer satisfaction are inextricably related. Customer retention drives
revenue and ensures a company's long-term viability. Customer satisfaction scores are one of the
best measures of how a business will perform in the future. While metrics like profits and shares
show valuable details on how well a company is doing at a particular time, customer satisfaction
scores are one of the best indicators of how well a company will perform in the future. (indeed,
2021)

Consumer satisfaction survey

A customer satisfaction survey is a tool that businesses use to determine how satisfied their
customers are with their product or service. This is a crucial step in assisting the customers in
achieving success. They're particularly useful for finding dissatisfied customers as well as those
who love your brand so much that they might become brand advocates. The value of getting

4
customer reviews is inextricably linked to this overview of your customers' perspectives.
(Salemme, 2021)

Purpose of consumer satisfaction survey

Successful company owners and managers soon learn that retaining clients is less expensive than
acquiring new ones. If such marketing practices scare customers away, the company will invest
time and resources on ads and other attempts to attract new customers. These business owners
understand that flaws in product production or distribution contribute to dissatisfied customers,
so they gather feedback through online surveys. This survey helps them in understanding the
customer preference and expectations which further helps them in modifying the products and
services as per customers need and helps them in formulating strategies which help them attract
customers and win the edge over the competition. (indeed, 2021)

Objective of consumer satisfaction

Every good customer survey programmed must have a specific set of goals that, once
accomplished, will lead to improved results. The following are the most basic goals that any
consumer surveying programmed can achieve:

 Understanding the customers' preferences and specifications.

 Identifying how well the company and its rivals are meeting these demands and goals.
 Based on your results, build service and/or product standards.
 Examining patterns over time so that prompt action can be taken.
 Establishing targets and expectations to assess how well you've accomplished your
objectives. (NBRI)

Factors affecting consumer satisfaction

Customer satisfaction refers to a customer's overall opinion of a supplier and the goods and
services they receive. The following are some of the major factors that can influence customer
satisfaction: (Management Study Guide)

 The supplier's capability by department.

 Aspects of products and services that is technical, engineering, or re-engineering.

5
  The type and quality of the supplier's response.
 The willingness of the supplier to meet deadlines and how quickly they are reached.
 The supplier provides customer support.
 Management of complaints.
 The product's price, quality, cost, and productivity.
 Personal characteristics of the supplier, such as etiquette and friendliness.
 The willingness of the supplier to handle the entire consumer life cycle.
 Functions and operations those are compatible and easy to use. (Management Study
Guide)

1.2 Introduction to the Industry

Online food ordering system

An online food ordering system is software that enables restaurants to accept and manage orders
placed via the internet. The majority of online ordering systems have two key components. The
first is a website or Smartphone app that allows hungry customers to browse the menu and place
an online order. The second feature is an admin management system that allows restaurants to
accept and handle orders. (Cloudwaitress, 2019)

Online food delivery system in India

In 2020, the Indian online food delivery market will be worth $4.35 billion. Individuals can order
and receive food products at their doorstep using online food delivery services. It entails going to
the website or app, choosing from a wide range of cuisines, and paying using various methods.
The user is informed about the expected time for food preparation and delivery via the
website/application. These characteristics, combined with characteristics such as convenience,
speed, and precision of delivery, are driving up demand for these services in India. (imarc)

The industry is currently experiencing growth as a result of increased access to high-speed internet
and increased Smartphone sales. This, combined with India’s increasing working population and
rising income level, is fueling the growth of the online food delivery industry. While the majority
of the players are concentrated in the country’s metropolitan areas, with Bangalore, Delhi, and
Mumbai representing the three largest markets, vendors are now focusing

6
on smaller cities with high growth potential. In addition, the growing popularity of on-the-go
food products and fast home delivery models that include convenience, ready-to-eat (RTE), and
less expensive food delivery options is diving up demand for online food delivery services in the
country. Furthermore, as a result of the increasing number of cases of COVID-19, some of the
major players, such as zomato, swiggy and uber eats, have implemented contactless delivery
services. These programmers ensure that the food does not come into contact with bare hands
until reaching the consumer, and that it is distributed safely with appropriate social distancing
steps. (imarc)

1.3 Introduction to the Company

Swiggy

Introduction

Swiggy is India's most common and useful online food ordering and delivery service. Swiggy is
a Bangalore-based food delivery service that was established in 2014. As of March 2019, the
company was working out of 100 Indian cities. Swiggy Stores was launched in early 2019 as an
extension of Swiggy's general product delivery service Swiggy launched Swiggy Go, an instant
pick-up and drop-off service, in September 2019. The service is used to pick up and deliver a
wide range of goods, including laundry and paper or package deliveries to both business and
retail clients. (P.Pon Sankar)

Swiggy is an Indian food ordering and delivery service headquartered in Bangalore. Swiggy was
founded on the idea of offering a one-stop shop for food ordering and delivery, from the best
neighborhood restaurants to urban fare. Swiggy is a one-stop shop for ordering food from a
variety of restaurants. They have their own unique delivery fleet that picks up orders from
restaurants and delivers them to customers. Since they have their own fleet, they can offer
customers a no-minimum-order policy at any restaurant and accept online payments at all of their
partner restaurants. Their distribution staff only handles one order at a time, ensuring that they
receive consistent and timely deliveries. (P.Pon Sankar)

7
HISTORY OF SWIGGY:

Sriharsha Majety and Nandan Reddy, two of the company's founders, created the "Bundl" e-
commerce website in 2013 to help with courier services and shipping products within
India.Bundl was quickly paused, and they shifted their focus to food distribution. The food
delivery industry was in chaos at the time, with prominent startups including Foodpanda (later
acquired by Ola Cabs), TinyOwl (later acquired by Zomato), and Ola Cafe (later closed)
struggling. Rahul Jaimini, a former Myntra employee who created Swiggy and its parent
company Bundl Technologies in 2014, was approached by Majety and Reddy. (P.Pon Sankar)

It all began in 2014, when two BITS Pilani graduates, Sriharsha Majety and Nandan Reddy,
decided to make life easier by Changing the Way India Eats - all with the tap of a finger! All
they needed was the technology to power their dream of hyperlocal food delivery, and they were
introduced to Rahul Jaimini, who brought this vision to life with the first website. Swiggy was
launched as a result of this. (P.Pon Sankar)

Swiggy started out by signing up a few restaurants in Bangalore’s Koramangala neighborhood in

August of 2014. Soon after, the first group of Hunger Saviors arrived to deliver food in less than
40 minutes. Swiggy received its first round of funding shortly after and released the app in May
of 2015. Fun fact: The technology that brings delicious food to your doorstep was created
entirely in-house. (P.Pon Sankar)

Swiggy grew rapidly thanks to customer love and support, first across Bangalore and then across
the world. The rest, as they say, is history. Swiggy is now India's most famous food ordering and
delivery service. Swiggy's cutting-edge technology, large and nimble delivery service, and
outstanding customer focus have enabled a slew of benefits, including lightning-fast deliveries,
real-time order monitoring, and no order minimums, all while enjoying your favorite meal
wherever you want it. (P.Pon Sankar)

Zomato

Introduction

Pankaj Chaddah and Deepinder Goyal formed Zomato in 2008 as a restaurant aggregator and
food delivery service in India. Zomato offers restaurant information, menus, and user feedback,

8
as well as food delivery from partner restaurants in a few cities. During the COVID-19 outbreak,
Zomato started delivering groceries. As of 2019, the service is available in 24 countries and has a
global reach of more than a 10,000 cities. (Wikipedia)

History

Zomato was established in 2008 as Foodiebay and renamed Zomato Media Pvt. Ltd. on January
18, 2010. Zomato expanded to Delhi NCR, Mumbai, Bangalore, Chennai, Pune, and Kolkata in
2011. The business expanded its international activities in 2012, with offices in the United Arab
Emirates, Sri Lanka, atar, the United Kingdom, the Philippines, and South Africa. Zomato began
operations in New Zealand, Turkey, Brazil, and Indonesia in 2013, with websites and
applications in Turkish, Portuguese, Indonesian, and English. Zomato first opened its doors in
Portugal in April 2014, followed by releases in Canada, Lebanon, and Ireland in 2015.
(Wikipedia)

In 2011, when.xxx domains were introduced; Zomato launched zomato.xxx, a platform devoted
to food pornography. [No. 25] In May 2012, it collaborated with Citibank to introduce a print
edition of the website called "Citibank Zomato Restaurant Guide," but it has since been
discontinued. Zomato had also made a name for itself for its prowess in digital marketing.
(Wikipedia)

Zomato announced plans to launch Zomato Infrastructure Services in February 2017, a service
that will assist restaurants in expanding their reach without incurring any fixed costs. Zomato
announced in September 2017 that it had "turned profitable" in all 24 countries where it
operated, as well as a "zero-commission model" for partner restaurants. Zomato stopped
accepting updates from its active users at the end of 2017 because it did not use moderators to
check and render updates. Users of the app also identified problems with the app's latest payment
functionality. (Wikipedia)

Zomato laid off nearly 10% of its staff (540 people) in September 2019, focusing on back-end
operations such as customer care, merchant support, and distribution partner support. Zomato
launched its grocery delivery service, Zomato Market, in 80+ cities across India in April 2020, in
response to increasing demand for online groceries amid the COVID-19 pandemic. (Wikipedia)

9
1.4 Justification of the study

The primary aim of this study is to examine and investigate the factors that affect consumers'
behaviour and preferences when it comes to online food delivery platforms like Swiggy and
Zomato. Fashion, technology, trends, living styles, disposable income, and other related factors
all affect consumer behaviour. This research will aid marketers in gaining a better understanding
of the changing factors that affect their company.

Customers are puzzled and there is a lot of ambiguity in their minds about online food ordering
because there are so many restaurants registered on food-tech websites. When it comes to
demographic profiles, the majority of working-class and adolescent consumers choose to order
food from mobile applications and websites. It is important to provide a user-friendly interface
on websites and mobile apps that is clear and concise. . Customers' loyalty to food-tech firms can
be influenced by a variety of factors. Delivery time, packaging, UI (User Interface) and UX
(User Experience) of mobile apps and websites, and other considerations are among them.
Customer participation adds value to businesses. Facebook, Twitter, Instagram, Pinterest, and
other social media platforms are examples of online interaction. Food-tech companies put in a lot
of effort to engage the public. There are a variety of food delivery options on the market.
Customers are still looking for deals and discounts. As a result, providing the right deal at the
right time will keep a customer from moving elsewhere. Since delivery time is so important in
establishing customer loyalty, it also has an impact on keeping food fresh and pure during
delivery. The keys to success are innovation and imagination. Some businesses give customers
the option of booking a table if they choose to visit a restaurant, which benefits both the business
and the customer. Since this is a new industry, expect a lot of new things to emerge, with
customers being delighted by new innovative and creative forms. (SHIVAJI, 2020)

Companies that provide online food ordering and delivery services are making a lot of money,
but customers are also unwittingly disloyal. There may be a number of factors, including
delivery time, food freshness and purity, website and mobile app user interface, better deals and
discounts from competitors, and so on. Companies should place a greater emphasis on analysing
consumer attitudes and perceptions. Consumer participation is also critical for keeping customers
informed. Many food-tech companies inform customers about new deals. However, the effect of
these marketing and advertising campaigns on consumers seems to be different, leading to
10
uncertainty in customers' minds. Mobile and website user interfaces are also important since
these are the channels from which orders are placed. Some experienced customers believe that
the reviews and ratings updated on blogs are scripted simply to increase the visibility of such
restaurants. (SHIVAJI, 2020)

11
CHAPTER 2: REVIEW OF LITERATURE

2.1 National Reviews

2.2 International Reviews

12
 2.1 National Reviews
H.S. Sethu and Bhavya Saini (2016) investigated the preference satisfaction and perception of
students towards online food delivery apps, their goal was to find out how students felt about
online food ordering and delivery services, as well as how they behaved and how satisfied they
were. According to their findings, online meal ordering services assist students with better time
management. It is also discovered that the convenience of having their desired meal available at
any time and having convenient access to the internet are the primary reasons for using the
service. (Das, 2018)

According to Ansar Z. and Jain S. (2016), the ecommerce industry's growth is a key factor in the
success of online meal ordering and delivery services. According to research, over 400 food
delivery apps are thriving in India, thanks to $120 million in funding from venture capital firms
and other investors. Given that each person consumes at least three meals per day, the food
industry is referred to as a repetitive business sector, which draws the attention of investors and
entrepreneurs.

In his research, Jyotishman Das reveals the different factors that impact customers' decisions to use
online food delivery services. He investigated the most popular online food delivery service
portal among customers. He has also shown the barriers that consumers face when using online
food delivery services. Each food ordering app has its own specialisations, such as Zomato's best
discounts and Swiggy's on-time delivery. (Poulose, 2019)

In her studies, Dr. Mitali Gupta (2019), discusses the influence of food delivery apps on
restaurants. The study discusses the advantages, as well as the positive and negative impacts of
electronic food delivery and various online food delivery apps. The writer has also concentrated
on food delivery app strategies, with a particular emphasis on Zomato and Swiggy. (Poulose,
2019)

According to Megha Gera (2018), the aim of their study on "Operations research in food delivery"
was to see how operations research could be applied in the food industry. And they've looked at
how the studies would assist both restaurants and food delivery services at the same time. They
also stated that operations research can be used by businesses to assess how to choose

13
between various food deliveries companies in order to reduce costs and increase profit margins.
(Poulose, 2019)

Suryadev Singh Rathore (2018) discovered that in order to provide their customers with a
complete satisfaction experience, online food ordering companies must pay attention to the
quality of information, mobile application and website design, security and privacy for payment
systems. It also finds that the system values merchandise price, ease of payment, special offers,
and discounts. (Poulose, 2019)

Sheryl E. Kimes (2011) found that both users and non-users valued perceived control and
convenience associated with online food ordering services. Non-users want more personal
interaction and have a greater level of technology anxiety when it comes to using the services.
(Das, 2018)

According to Varsha Chavan (2015), Customers can view, order, and navigate using a smart
device-based interface, which has aided restaurants in quickly managing customer orders.
Wireless communication and smart phone technology's skills in meeting and expanding company
management and service delivery. Their findings, this system is convenient, efficient, and simple
to use, and it is expected to increase the overall restaurant industry in the future. (Das, 2018)

Zulkarnain kedah (2015) the study's primary goal is to identify the "essential success factors"
of online food ordering services, such as whether website quality (design), service quality, or
website confidence are factors that influence loyalty in an online ordering environment. Service
quality and loyalty reflect the fact that effective food ordering services require efficient delivery,
dependable customer service, and food characteristics (e.g. freshness, presentation, and health).
(Poulose, 2019)

Ms. Neha Gupta and Dr.Deepali Bhatnagar (2017), they have concentrated on students and
their behaviour towards online shopping, as it is found that students use online portal more often
than others. By the way of survey, they have found the respondents preference on the portal,
usage of money per purchase. Factor analysis results reveal that Experimental Uniqueness,
Customer Service and Convenience tend to be the three significant dimensions as to why
customers prefer internet shopping. The results of factor analysis show that Experimental

14
Uniqueness, Customer Service, and Convenience are the three most important dimensions for
why consumers prefer online shopping. (Poulose, 2019)

International Review

(Lara Sowinski., 2012). When restaurants work together well, food delivery services are
available. Around the same time, the customer's location plays an important role in food
distribution because if the customer's location is far away from the restaurant, the food delivery
service provider is put under more strain. (SHIVAJI, 2020)

According to Sumathy, The online food adjure app system can be useful for hotels and
restaurants to expand the scope of their business by allowing people to place orders online. The
purpose of this research was to determine the consumer's level of awareness and satisfaction, as
well as the factors that impact consumers' decision to purchase food from a food adjure through
the internet. The majority of respondents disagree that internet websites charge exorbitant
delivery fees. Almost every user feels secure when making a payment online. The success of the
food adjure app is largely due to the service it provides. (Rajalakshmy, 2019)

Chris (2011) some businesses assume that if a restaurant is promoted quickly, customers can
book tables immediately. However, in today's market, some restaurants are unable to attract
customers due to high penetration, especially in urban areas where customers are more cautious
and people do not have enough time to visit restaurants. Restaurant owners form partnerships
with food ordering and delivery systems to provide food to customers in this situation.
Restaurants profit from increased exposure as a result of food delivery services. (SHIVAJI,
2020)

According to Hong Lan (2016), the online food delivery market is still in its infancy; there are
some evident flaws, as evidenced by consumer complaints. We cannot rely solely on the self-
discipline of online food delivery restaurants or the oversight and management of online food
delivery platforms to solve these issues. (Das, 2018)

Juan C. Correaa (2017). In the city, Due to the dense traffic in cities, online food delivery
services depend on urban transportation. These platforms make use of user-generated content to
encourage users to share and consume content together. The effect of traffic conditions, which is

15
one of the main performance indicators of online food ordering and delivery services, was
assessed by the researcher (using Google Maps API). Even though early deliveries showed a
quality problem association with the amount of comments made by customers after receiving
orders at door step, the overall research found that traffic conditions had no practical effects on
transaction volume and delivery time fulfilment. (SHIVAJI, 2020)

Serhat Murat Alagoz & Haluk Hekimoglu (2012) said that Digital services are services that
can be delivered through an information infrastructure such as the internet The main focus of the
paper will be on the different applications that are available for distribution by third parties or by
restaurants themselves for various purposes such as delivery, pointing system, in-house app
ordering, and so on. The paper's main goal is to determine the relationship between facilities and
purchasing behaviour. According to the report, services are intangible goods that cannot be
transferred in terms of possession or ownership, and they cannot be sold. Instead, they come into
existence when they are consumed or purchased. Accounting, banking, laundry, consulting,
education, and so on are only a few examples. (Bhat, 2019)

ÇanakkaleOnsekiz Mart Üniversitesi and GökçeadaMeslekYüksekokulu (2017) In Turkey, I

discovered that fast food consumption is restricted to areas near university campuses and major
metro areas. There have also been several problems with customer recognition when ordering via
food delivery service websites, which has resulted in false orders being placed. Some fast food
behemoths have hygiene problems, and due to the large number of orders delivered, the food is
neither fresh nor nutritious. The study was only conducted in Turkey. Some countries have
different food industry laws, and customer perceptions can vary. (SHIVAJI, 2020)

According to Leong Wai Hong (2016), technological advancements have altered the business
model in many industries. A restaurant's competitiveness and profitability will both benefit from
efficient processes. The use of an online food delivery system is thought to help restaurants
expand their business over time and to promote major business transactions online. (Das, 2018)

Kimes&Laqué(2011). Food from the web the ordering service is an essential aspect of the
restaurant industry. Some food supply chain restaurants, such as Pizza Hut, Dominos, and
McDonald's, have developed mobile apps from which customers can place orders. However, the
telephone is still the most common method of ordering food. The majority of restaurant data on

16
online food ordering services' websites is owned by the online food ordering service, while
telephone access is limited to the specific hotel or restaurant. Consumers would find it more
convenient to use a mobile app. (SHIVAJI, 2020)

17
CHAPTER 3: RESEARCH METHODOLOGY

3.1 Objective of the study

3.2 Research Hypothesis

3.3 Scope of the study

3.4 Limitation of the study

18
Research Methodology
To study the customer satisfaction and perception towards online delivery platforms in special
reference to zomato and swiggy, this research used quantitative technique. The study was
conducted with respondents located mostly in Bhopal. The data was obtained via a questionnaire
using a non-probability convenient sampling technique. Data was gathered through the use of a
Google form that was circulated online. Population of this research consists of all the people
above 12 year who use online food delivery apps. The questionnaire contained a demographic
section and a subjective section. A total of 100 people responded to the survey. Partial Least
Square Structural Equation Modeling was investigated using SmartPLS tools. Since the software
allows for extreme flexibility, especially when the model is complex, it was given careful
consideration for this research project.

3.1 Objective of the Study

Primary Objective

 To study the customer satisfaction of zomato and swiggy.

 To study customer perception about online food delivery platform.

Secondary objective

 To analyze consumer preference between zomato and swiggy.

 To identify factors that influence consumer perception towards online food delivery apps.

 To study the demographic profile of consumers.

 To offer suggestions based on the findings.

3.2 Research Hypothesis

H1- There is no significant impact of different food delivery platforms on consumer perception.

H2- There is no significant impact of consumer perception on the use of different food delivery
platforms in relation to their satisfaction.

19
Variables

Independent variable: Online food delivery platforms

Dependent variables: customer satisfaction and consumer perception

3.3 Scope of the Study

The study's aim is to find out how consumers feel about online food distribution services and
how satisfied they are with them. As a result of this paper, the researcher would have a better
understanding of online food delivery services. The researcher will discover consumer
preferences, such as whether they prefer Zomato or Swiggy, as well as the variables that
influence a customer's choice of one app over another. The researcher will also learn about
customer satisfaction levels in terms of price, quality, and other factors. As a result, the findings
will help service providers concentrate on these factors in order to close consumer mentality
gaps.

3.4 Limitation of the study

 For the analysis, a limited sample size of 100 respondents was used.
 The study was conducted in Bhopal the results may vary due to differences in culture and
eating habits in other parts of the state and region.
 The researcher was unable to cover all of the food delivery apps accurate data could not
be collected.
 The customer's perspective can differ depending on the situation.

20
CHAPTER 4: DATA REPRESENTATION AND ANALYSIS

4.1 Data representation and Interpretation

4.2 Hypothesis Testing

21
4.1 DATA REPRESENTATION AND INTERPRETATION
Table 1: Summary Analysis of the Demographic Features Using Frequency and Percentage

Profile Variable PARTICULARS

N0. OF RESPONDENTS%

GENDER MALE 32 32%

FEMALE 68 68%

12-18 17 17%

18-25 63 63%

AGE 25-35 11 11%

35-50 7 7%

Above 50 2 2%

Business 8 8%

Occupation Homemaker 7 7%

Service 7 7%

Student 78 78%

Nil 81 81%

Below 20k 4 4%

Monthly income 20k-40k 3 3%

40k-60k 7 7%

Above 60k 5 5%

Source: Primary Data

22
23
INTERPRETATION

From the table, it can be noticed that out of the total of 100 respondents, 32(32%) are male.
Female respondents account for 68(68%) of the total 100 respondents. The majority of the
respondents are between the age of 18-25 accounting for 63(63%). The 12-18 year old age group
comes in second with 17(17%) people. Number of Respondent with the age group 25-35 and 35-
50 are 11(11%) and 7(7%) respectively. The smallest group is of age group above 50 with 2(2%)
.The majority of respondents 78(78%) are students. There are 7 people (7%) who are from
service class among 100 sample size. The homemaker and business class group consists of

24
7(7%) and 8 (8%) respondents respectively. The majority of respondent’s monthly income is Nil
with 81(81%) people. The respondents with monthly income between 40K-60K and 20K-40K
are 7(7%) and 3(3%). The numbers of respondents who earn below 20K are 4(4%). There are
5(5%) people who are earning above 60K per month.

Confirmatory Composite Analysis

Confirmatory Composite Analysis was applied in this research in order to observe the
interrelationship in terms of linear compounds. Composite Reliability (CR) and Average
Variance Extracted (AVE) were considered for assessing the measurement model as a part of
convergent validation. Moreover, Composite Reliability (CR) is considered to be better than
Cronbach’s Alpha for establishing reliability as it is less biased than Cronbach’s Alpha. The
minimum required threshold for CR is 0.70. Average Variance Extracted will be helpful in
identifying the variance apprehended by a construct in comparison to the incorporated errors.
The minimum required threshold for AVE is 0.50 however values above 0.70 are presumed to be
extremely good.

Table 2: Results of Confirmatory Composite Analysis, Average Variance Extracted and

Construct Reliability

Constructs and Factor Loading Composite Reliability Average Variance

Variables Extracted
Food Delivery
Platforms 0.867 0.571
FDA1 0.748
FDA2 0.808
FDA3 0.725
FDA4 0.744
FDA5 0.749
Consumer Perception 0.837 0.563
CP1 0.725
CP2 0.715
CP3 0.747

25
CP4 0.810
Consumer
Satisfaction 0.902 0.647
CS1 0.771
CS2 0.770
CS3 0.819
CS4 0.830
CS5 0.831

26
The results of the Confirmatory Composite Analysis (Table 32) reported that all the constructs
are reliable, consistent and fits with the measurement model. Analysis of AVE reported that each
exceeded the minimum required threshold of 0.50 establishing the fact that variance apprehended
by a construct in comparison to the incorporated errors. Composite Reliability (CR) was also
above the threshold limit of 0.70 establishing that all constructs are theoretically connected.

DISCRIMINANT VALIDITY

Fornell-Larcker Criterion (1981) was applied to investigate discriminate validity. Fornell-

Larcker Criterion helps to evaluate the degree of shared variance that exists between the latent
variables.

Table 3: Discriminate Validity

Food Delivery Consumer Perception Consumer

Platforms Satisfaction
Food Delivery 0.755 0.774 0.552
Platforms

27
Consumer Perception 0.750
Consumer Satisfaction 0.658 0.804
Notes: Figures in bold represents Square Root of Average Variance Extracted (AVE) and
signifies discriminate validity. Other figures are correlation coefficients.

The results of table indicates that the square root of the average variance extracted (AVE) was
higher than that of all crossed construct correlation values, indicating that the study is fit for
conduction of final analysis.

STRUCTURAL MODEL ASSESSMENT

Structural Equation Model was employed in order to establish relationship between the
constructs and their prognosticsignificance. Bootstrapping process was employed with 5000
bootstraps without changing the sign. This process helped in the identification of p-values for the
framed hypotheses of the present study.

28
Table 4: Do you use online food delivery apps?

Options No of Respondents Percentage%

a)Yes 87 87%
b)No 13 13%
Source: Primary Data

INTERPRETATION

It clearly highlights that out 100 responses, 87(87%) respondents use online food delivery
apps to order food online whereas 13(13%) people don’t use online food delivery apps and
prefer to go to restaurants.

Factors affect the usage of food delivery apps

Table 5: Speed of Delivery

Options No. of Respondents

a)Strongly Agree 27
b)Agree 50
c)Neutral 9
d)Disagree 1
e)Strongly Disagree 0

29
Source: Primary Data

INTERPRETATION

It can clearly be seen from the above table that majority of people i.e 50 are agreed that speed of
delivery affect the usage of food delivery apps whereas 1 person is disagree with it. There are 27
people who are strongly agreed and 9 respondents who are neutral. None of them responded as
strongly disagree.

Table 6: Minimum order and Criteria

Options No. of Respondents

a)Strongly Agree 15
b)Agree 39
c)Neutral 28
d)Disagree 5
e)Strongly Disagree 0
Source: Primary Data

INTERPRETATION

As is shown by the above table that majority of people that is 39 are agreed that minimum order
and criteria affect the usage of food delivery apps whereas 5 people are disagree with it. There
are 15 people who are strongly agreed and 28 respondents who are neutral. None of them
responded as strongly disagree.

Table 7: Quality of Service

Options No. of Respondents

a)Strongly Agree 39
b)Agree 38
c)Neutral 9
d)Disagree 1
e)Strongly Disagree 0
Source: Primary Data

30
INTERPRETATION

It is noticeable by the above table that majority of people that is 39 are strongly agree that quality
of service affect the usage of food delivery apps whereas 1 person is disagree with it. There are
38 people who are agreed and 9 respondents who are neutral. None of them responded as
strongly disagree.

Table 8: Payment Options

Options No. of Respondents

a)Strongly Agree 34
b)Agree 38
c)Neutral 12
d)Disagree 3
e)Strongly Disagree 0
Source: Primary Data

INTERPRETATION

As is illustrated by the above table that majority of people that is 38 are agree that payment
options affect the usage of food delivery apps whereas 3 people are disagree with it. There are 34
people who are strongly agreed and 12 respondents who are neutral. None of them responded as
strongly disagree.

Table 9: Discounts and Offers

Options No. of Respondents

a)Strongly Agree 41
b)Agree 29
c)Neutral 14
d)Disagree 3
e)Strongly Disagree 0
Source: Primary Data

31
INTERPRETATION

It is clear from the above table that majority of people that is 41 are strongly agree that discounts
and offers affect the usage of food delivery apps whereas 3 people are disagree with it. There are
29 people who are agreed and 14 respondents who are neutral. None of them responded as
strongly disagree.

Table 10: Time saving

Options No. of Respondents

a)Strongly Agree 31
b)Agree 45
c)Neutral 11
d)Disagree 0
e)Strongly Disagree 0
Source: Primary Data

INTERPRETATION

The above table shows that majority of people that is 45 are agree that time saving affect the
usage of food delivery apps whereas no one is disagree with it. There are 31 people who are
strongly agreed and 11 respondents who are neutral. None of them responded as strongly
disagree.

Table 11: 24*7 Availability

Options No. of Respondents

a)Strongly Agree 35
b)Agree 29
c)Neutral 15
d)Disagree 7
e)Strongly Disagree 1
Source: Primary Data

32
INTERPRETATION

It is clearly be seen from the above table that majority of people that is 35 are strongly agree that
24*7 availability affect the usage of food delivery apps whereas 7 people are disagree with it.
There are 29 people who are agreed and 15 respondents who are neutral. 1 person responded as
strongly disagree.

Table 12: Choice of Restaurants

Options No. of Respondents

a)Strongly Agree 42
b)Agree 37
c)Neutral 8
d)Disagree 0
e)Strongly Disagree 0
Source: Primary Data

INTERPRETATION

As can be seen from the above table that majority of people that is 42 are strongly agree that
choice of restaurants affect the usage of food delivery apps whereas no one is disagree with it.
There are 37 people who are agreed and 8 respondents who are neutral. None of them responded
as strongly disagree.

Table 13: Ease and Convenience

Options No. of Respondents

a)Strongly Agree 42
b)Agree 40
c)Neutral 5
d)Disagree 0
e)Strongly Disagree 0
Source: Primary Data

33
INTERPRETATION

From the above table, it can be noticed that majority of people that is 42 are strongly agree that
ease and convenience affect the usage of food delivery apps whereas no one is disagree with it.
There are 40 people who are agreed and 5 respondents who are neutral. None of them responded
as strongly.

Table 14: COVID Safety Measures

Options No. of Respondents

a)Strongly Agree 42
b)Agree 30
c)Neutral 14
d)Disagree 0
e)Strongly Disagree 1
Source: Primary Data

INTERPRETATION

As is shown by the table above majority of people that is 42 are strongly agree that COVID
safety measures affect the usage of food delivery apps whereas 1 person is strongly disagree with
it. There are 30 people who are agreed and 14 people who are neutral. None of them responded
as disagree.

34
Factors affect the perception of consumers regarding food delivery apps

Table 15: Rewards and Cashbacks

Options No. of Respondents

a)Strongly Agree 29
b)Agree 36
c)Neutral 15
d)Disagree 5
e)Strongly Disagree 2
Source: Primary Data

INTERPRETATION

The table above shows that majority of respondents i.e 36 agreed that the reward and cashbacks
affect the perception of consumers regarding food delivery apps whereas 5 people are disagree
with it. There are 29 and 15 people out of total who are strongly agreed and neutral respectively.
Least number of people that is 2 is strongly disagreeing.

Table 16: Location

Options No. of Respondents

a)Strongly Agree 26
b)Agree 46
c)Neutral 13
d)Disagree 2
e)Strongly Disagree 0
Source: Primary Data

INTERPRETATION

As can be seen from the above table that majority of people that is 46 are agreed that location
affect the perception of consumers regarding food delivery apps whereas 2 people are disagree
with it. There are 26 people who are strongly agreed and 13 respondents who are neutral. None
of them responded as strongly disagree

35
Table 17: Recommendation

Options No. of Respondents

a)Strongly Agree 21
b)Agree 51
c)Neutral 13
d)Disagree 2
e)Strongly Disagree 0
Source: Primary Data

INTERPRETATION

It is clearly be seen from the above table that majority of people that is 51 are agree that
recommendation affect the perception of consumers regarding food delivery apps whereas 2
people are disagree with it. There are 21 people who are strongly agreed and 13 respondents who
are neutral. None of them responded as strongly disagree.

Table 18: Previous Experience

Options No. of Respondents

a)Strongly Agree 27
b)Agree 53
c)Neutral 7
d)Disagree 0
e)Strongly Disagree 0
Source: Primary Data

INTERPRETATION

It is clear from the above table that majority of people that is 53 are agree that previous
experience affect the perception of consumers regarding food delivery apps whereas no one is
disagree with it. There are 27 people who are strongly agreed and 7 respondents who are neutral.
None of them responded as strongly disagree.

36
Table 19: Online Reviews

Options No. of Respondents

a)Strongly Agree 20
b)Agree 55
c)Neutral 10
d)Disagree 2
e)Strongly Disagree 0
Source: Primary Data

INTERPRETATION

As is illustrated by the above table that majority of people that is 55 are agree that online reviews
affect the perception of consumers regarding food delivery apps whereas 2 people are disagree
with it. There are 20 people who are strongly agreed and 10 respondents who are neutral. None
of them responded as strongly disagree.

Table 20: Social Media

Options No. of Respondents

a)Strongly Agree 32
b)Agree 39
c)Neutral 14
d)Disagree 2
e)Strongly Disagree 0
Source: Primary Data

INTERPRETATION

It is noticeable by the above table that majority of people that is 39 are agree that social media
affect the perception of consumers regarding food delivery apps whereas 2 people are disagree
with it. There are 32 people who are strongly agreed and 14 respondents who are neutral. None
of them responded as strongly disagree.

37
Table 21: Advertisement

Options No. of Respondents

a)Strongly Agree 31
b)Agree 43
c)Neutral 12
d)Disagree 1
e)Strongly Disagree 0
Source: Primary Data

INTERPRETATION

It clearly highlights that out of total responses majority of people that is 43 are agree that
advertisement affect the perception of consumers regarding food delivery apps whereas 1
response is disagree with it. There are 31 people who are strongly agreed and 12 respondents
who are neutral. None of them responded as strongly disagree.

Table 22: COVID Safety Measures

Options No. of Respondents

a)Strongly Agree 41
b)Agree 30
c)Neutral 16
d)Disagree 0
e)Strongly Disagree 0
Source: Primary Data

INTERPRETATION

As is shown by the table above majority of people that is 41 are strongly agree that COVID
safety measures affect the perception of consumers regarding food delivery apps whereas no one
is strongly disagree with it. There are 30 people who are agreed and 14 people who are neutral.
None of them responded as disagree.

38
Table 23: Which food app do you prefer to order?

Options No. of Respondents Percentage

a)Zomato 39 44.8%
b)Swiggy 5 5.7%
c)Both 43 49.4%
Source: Primary Data

39
INTERPRETATION

As shown in the above table out of total 87 responses, 39 (44.8%) respondents prefer to use
Zomato to order food online whereas 5(5.7%) people prefer to use swiggy. Majority of people i.e
43(49.4%) prefer both the apps to order food.

Service Satisfaction

Table 24: Packaging

Options No of Respondents
a)Very Satisfied 24
b)Satisfied 56
c)Neutral 6
d)Dissatisfied 1
e)Highly Dissatisfied 0
Source: Primary Data

INTERPRETATION

As is illustrated by the table above 24 people think that packaging of food by delivery apps is
very satisfied whereas 1 person thinks it’s dissatisfied. There are 56 people who think packaging
is satisfied. 6 people think packaging by these apps is neutral. No one thinks food packaging is
highly dissatisfied.

Table 25: Active Service

Options No of Respondents
a)Very Satisfied 21
b)Satisfied 59
c)Neutral 6
d)Dissatisfied 1
e)Highly Dissatisfied 0
Source: Primary Data

40
INTERPRETATION

It can clearly be seen that majority of respondent that is 59 think that active service by online
delivery apps is satisfied. The number respondents who think active service is very satisfied and
neutral are 21 and 6 respectively. There are 0 responses for highly dissatisfied and 1 response for
dissatisfied.

Table 26: Offers and Discounts

Options No of Respondents
a)Very Satisfied 24
b)Satisfied 31
c)Neutral 23
d)Dissatisfied 8
e)Highly Dissatisfied 1
Source: Primary Data

INTERPRETATION

The table above shows the rating done by respondent for offers and discounts provided by online
delivery apps. Out of total responses, 31 people think the offers and discount by these apps are
satisfied whereas 8 people rated them dissatisfied. There are 23 responses who think its Neutral.
The number of respondents who think offers and discount by delivery apps is very satisfied and
highly dissatisfied are 24 and 1 respectively.

Table 27: Quality Services

Options No of Respondents
a)Very Satisfied 21
b)Satisfied 51
c)Neutral 15
d)Dissatisfied 0
e)Highly Dissatisfied 0
Source: Primary Data

41
INTERPRETATION

As is shown by the table majority of people (51) think quality of service by online food delivery
apps are satisfied where as no one think it’s dissatisfied. 15 respondents think the quality service
is neutral. The numbers of respondents who think quality service is very satisfied are 21. No one
think it’s highly dissatisfied.

Table 28: Offers Choice of Restaurants

Options No of Respondents
a)Very Satisfied 33
b)Satisfied 43
c)Neutral 11
d)Dissatisfied 0
e)Highly Dissatisfied 0
Source: Primary Data

INTERPRETATION

It is noticeable that 43 respondents think choice of restaurants offered by online food delivery
apps are satisfied. There are 33 respondents who think it’s very satisfied. The numbers of
respondents who think choice of restaurants is neutral are 11. There are 0 responses for
dissatisfied and highly dissatisfied.

Table 29: Low delivery charges

Options No of Respondents
a)Very Satisfied 20
b)Satisfied 33
c)Neutral 21
d)Dissatisfied 11
e)Highly Dissatisfied 2
Source: Primary Data

42
INTERPRETATION

The table above shows the rating done by respondent for delivery charges charged by online
food delivery apps. Out of total responses, 33 people think the offers and discount are satisfied
whereas 11 people rated them dissatisfied. There are 21 responses who think its Neutral. The
numbers of respondents who think delivery charges charged by these apps are very satisfied and
highly dissatisfied are 20 and 2 respectively.

Table 30: Mode of Payment

Options No of Respondents
a)Very Satisfied 33
b)Satisfied 42
c)Neutral 10
d)Dissatisfied 2
e)Highly Dissatisfied 0
Source: Primary Data

INTERPRETATION

As is illustrated by the table above 42 people think that mode of payment by online food delivery
apps are satisfied whereas 2 respondents think it’s dissatisfied. There are 10 people who think
mode of payment is neutral. No one thinks mode of payment by these apps is highly dissatisfied.
33 people think it is very satisfied.

Table 31: Customer support services

Options No of Respondents
a)Very Satisfied 22
b)Satisfied 45
c)Neutral 18
d)Dissatisfied 2
e)Highly Dissatisfied 0
Source: Primary Data

43
INTERPRETATION

It is clear from the table that majority of respondent that is 45 think that customer service by
online food delivery apps is satisfied. The number respondents who think customer service is
very satisfied and neutral are 22 and 18 respectively. There are 2 responses for dissatisfied and
no responses for highly dissatisfied.

Table 32: Staff Professionalism

Options No of Respondents
a)Very Satisfied 16
b)Satisfied 47
c)Neutral 23
d)Dissatisfied 1
e)Highly Dissatisfied 0
Source: Primary Data

INTERPRETATION

From the table, it can be noticed that 47 respondents think staff professionalism of online food
delivery apps is satisfied whereas 1 person think it is dissatisfied. The numbers of people who
think staff professionalism is very satisfied are 16 and who think it is neutral are 23. No one
think staff professionalism by these apps is highly dissatisfied.

Table 33: Overall Satisfaction

Options No of Respondents
a)Very Satisfied 20
b)Satisfied 56
c)Neutral 10
d)Dissatisfied 1
e)Highly Dissatisfied 0
Source: Primary Data

44
INTERPRETATION

As an overall assessment, it can clearly be seen that majority of respondent that is 56 think that
overall satisfaction of online food delivery apps is satisfied. There are 20 people who think it is
very satisfied whereas 10 respondents think overall satisfaction of these apps is neutral. There is
1 responses for dissatisfied and no responses for highly dissatisfied.

45
 4.2 Hypothesis Testing

H1- There is no significant impact of different food delivery platforms on consumer

perception

H2- There is no significant impact of consumer perception on the use of different food
delivery platforms in relation to their satisfaction.

Table 34: Hypothesis Testing

Mean, STDEV, T-Values, P-Values

Original Sample Standard

T Statistics P
Sample Mean Deviation
(|O/STDEV|) Values
(O) (M) (STDEV)

H1: There is no significant impact of

different food delivery platforms on 0.774 0.780 0.044 17.505 0.000
consumers perception
H2: There is no significant impact of
consumer perception on the use of different
0.658 0.666 0.061 10.814 0.000
food delivery platforms in relation to their
satisfaction

As illustrated by the above table, P-value<0.05 and the t-value>1.96, indicating that the
hypothesis are rejected. This means that there is a significant impact of different food delivery
platforms on consumer perception. Also, there is a significant impact of consumer perception
on the use of different food delivery platforms in relation to their satisfaction.

46
CHAPTER 5: RESULTS AND DISUSSION

5.1 Major Findings

5.2 Suggestions
5.3 Conclusion

47
 5.1 Major Findings

 In this study, people of the age group of 12-above 50 years were included. Among whom,
32 are male and 68 are female. Among them most of the respondents belong to age group
of 12-18 and 18-25.

 In this study it can be found that most of the people who order food online are between
the age group of 18-25 i.e. 68% of the total.

 It can be observed that most of the people who order food online are student with 78%
and least of them are homemaker and service with 7% each out of total responses.

 Most of the people monthly income is Nil with 81% who prefer to order food online.

 87% of total responses prefer to order food online whereas 13% respondents out of total
do not prefer to order food online.

 Out of total respondents 44.8% people prefer zomato to order food online whereas 5%
respondents prefer swiggy. People who prefer both the apps are 49.4% out of total
responses.

 There is a significant impact of different food delivery platforms on consumer perception.

 There is a significant impact of consumer perception on the use of different food delivery
platforms in relation to their satisfaction.

5.2 Suggestions

 Food apps should boost their payment protection so that customers aren't hesitant to
make online purchases.

 Consumers mostly use these apps to access deals, so they can have more of them.

 They should broaden their scope to include local vendors, as customers prefer them.

 Food should be correctly classified.

48
 To attract customers, restaurant owners can increase online ordering by simply adding
new distribution platforms.

 Though online orders are welcome, quality and quantity services must be preserved.

 Because the majority of customers order online using their phones, restaurant owners can
support them by effectively responding to phone calls that include human contact.
Customers face several obstacles because the web is sluggish, so restaurant owners must
know how to position orders quickly and efficiently.

 Restaurants should concentrate on providing the highest quality and selection of food
items to their customers, and more and more customers should be encouraged to order
food online, as it is becoming more preferred by individuals to order online.

 It is simple to use and saves time, but further development is needed in order to place
more orders.

5.3Conclusion
According to this research conducted, the customer’s perception of online food delivery apps
it is concluded that zomato and swiggy has its strengths and weakness. The primary
purpose for which these apps are being used is to save time.
According to the findings of this report, online food delivery apps are fairly popular among
Bhopal residents. Almost everyone in the survey had heard of online food delivery apps.
Customers aged 18 to 25 demanded more online food, which was often ordered. The
perceived power and ease of online ordering are major factors in their use of it. It has
been determined that the majority of people use both apps (zomato and swiggy). This
research also state that all the age group people with different monthly income use these
food delivery apps and are satisfied with the service provided by them. Furthermore,
there is a significant impact of different food delivery platforms on consumer perception.
Also, there is a significant impact of consumer perception on the use of different food
delivery platforms in relation to their satisfaction.

49
Works Cited
Advertising, B. (2018, August). Retrieved from google: https://bykadvertising.com/the-impact-of-
globalization-on-marketing/

Ashish Raina, V. S. (2019, March). Research gate. Retrieved from google:

researchgate.net/publication/341109906_POPULARITY_OF_ONLINE_FOOD_ORDERING_AND_DELIVERY
_SERVICES-A_COMPARATIVE_STUDY_BETWEEN_ZOMATO_SWIGGY_AND_UBER

Bhat, A. A. (2019, June). Reasearch Gate . Retrieved from google:

https://www.researchgate.net/publication/333642857_SATISFACTION_OF_CONSUMERS_BY_USING_O
NLINE_FOOD_SERVICES

Business Queensland. (2020, may). Retrieved from google: https://www.business.qld.gov.au/running-

business/marketing-sales/marketing-promotion/advertising/types

CFI. (n.d.). Retrieved from google:

https://corporatefinanceinstitute.com/resources/knowledge/other/fast-moving-consumer-goods-fmcg/

clocktrack. (n.d.). Retrieved from google: https://clootrack.com/knowledge_base/what-is-customer-

perception/

clocktrack. (n.d.). Retrieved from google: https://clootrack.com/knowledge_base/what-is-consumer-

behavior/?amp

clootrack. (n.d.). Retrieved from google: https://clootrack.com/knowledge_base/what-is-consumer-

behavior/?amp

Cloudwaitress. (2019, March). Retrieved from google: https://www.cloudwaitress.com/blog/what-is-

online-food-ordering-system

Das, J. (2018, october). iaeme. Retrieved from google:

http://www.iaeme.com/MasterAdmin/UploadFolder/JOM_05_05_015/JOM_05_05_015

encyclopedia. (n.d.). Retrieved from Google: https://www.encyclopedia.com/media/encyclopedias-

almanacs-transcripts-and-maps/advertising-effects

Ghadiyali, D. N. (n.d.). amity. Retrieved from google: https://www.amity.edu/gwalior/ajm/paper_5.pdf

imarc. (n.d.). Retrieved from google: https://www.imarcgroup.com/india-online-food-delivery-market

indeed. (2021, March). Retrieved from google: https://www.indeed.com/career-advice/career-

development/what-is-customer-satisfaction

50
Kardi.T. (2015, july). Linked in. Retrieved from google: https://www.linkedin.com/pulse/why-do-you-
need-advertisement-kardi-teknomo

Management Study Guide. (n.d.). Retrieved from google:

https://www.managementstudyguide.com/factors-affecting-customer-satisfaction.htm

Mirnal. (n.d.). I-publisher. Retrieved from google: http://ignited.in/a/58687

Ms.A.Manojanaranjani, M. a. (n.d.). JMRD. Retrieved from google: http://wwjmrd.com/upload/a-study-

on-the-various-food-ordering-apps-based-on-consumer-preference_1544427485.pdf

Ms.Surbhi. (2017, April). ijbemr. Retrieved from google: http://ijbemr.com/wp-

content/uploads/2017/05/INFLUENCING-POWER-OF-ADVERTISEMENT-ON-CONSUMER-BEHAVIOUR-A-
STUDY-ON-FAST-MOVING-CONSUMER-GO

Mwakasege, G. P. (2015). research gate. Retrieved from November:

https://www.researchgate.net/publication/297685041_INFLUENCE_OF_ADVERTISING_ON_CONSUMER
_BUYING_BEHAVIOUR_CASE_STUDY_OF_FOREVER_LIVING_COSMETICS_PRODUCTS

NBRI. (n.d.). Retrieved from google: https://www.nbrii.com/customer-survey-white-papers/measuring-

and-managing-customer- satisfaction/#:~:text=Objectives%20of%20a%20Customer%20Satisfaction
%20Survey%20Program&

Osman, A. (2018, December). medium.com. Retrieved from google: https://medium.com/@ahmed-

osman/advertisement-role-in-consumer-decision-making-process-3699b57e6ebf

P.Pon Sankar, C. a. (n.d.). Scribd. Retrieved from google:

https://www.scribd.com/document/447897815/swiggy-project-docx

Poulose, M. A. (2019, November). infokara. Retrieved from

google: http://www.infokara.com/gallery/40-nov-c114.pdf

R.Sunderaraj. (2018, August). Retrieved from google:

http://ictactjournals.in/paper/IJMS_Vol4_Iss3_Paper4_800_808.

Rajalakshmy, j. H. (2019, March). jetir. Retrieved from google:

http://www.jetir.org/papers/JETIRAT06019

Salemme, I. W. (2021, February). pipefy. Retrieved from google:

https://www.pipefy.com/blog/customer-satisfaction-survey/

SHIVAJI, S. (2020). inflibnet.ac.in. Retrieved from google:

https://shodhgangotri.inflibnet.ac.in/bitstream/123456789/8115/3/03_literature%20review.pdf

Tehria, s. (2015, December). all reserach journal. Retrieved from google:

https://www.allresearchjournal.com/archives/2016/vol2issue1/PartB/3-4-178-880.pdf

51
Teria, S. (2015, December). All research journal. Retrieved from google:
https://www.allresearchjournal.com/archives/2016/vol2issue1/PartB/3-4-178-880.pdf

Wikipedia. (n.d.). Retrieved from google: https://en.wikipedia.org/wiki/Zomato

You article Library. (n.d.). Retrieved from google:

https://www.yourarticlelibrary.com/marketing/consumer-behavior/importance-of-studying-consumer-
behaviour/48594

Your article Library. (n.d.). Retrieved from google :

https://www.yourarticlelibrary.com/marketing/consumer-behavior/importance-of-studying-consumer-
behaviour/48594

ANNEXURE

Customer Satisfaction and Perception on Online Delivery Apps

1. Gender
 Male
 Female
2. Age
 12 – 18
 18 – 25
 25 -35
 35 – 50
 Above 50
3. Occupation
 Business
 Homemaker
 Service
 Student

52
4. What is your current monthly income?
 Nil
 Below 20k
 20k - 40k
 40k - 60k
 Above 60k
5. Do you use online food delivery apps
 Yes
 NO
6. Following factors affect the usage of food delivery apps
1. Strongly Agree
2. Agree
3. Neutral
4. Disagree
5. Strongly disagree
 Speed of Delivery
 Minimum Order and Criteria
 Quality of Service
 Payment Option
 Discounts and Offers
 Time Saving
 24*7 Availability
 Choice of Restaurants
 Ease and Convenience
 COVID Safety Measures
7. Following factors affect the perception of customer regarding food delivery apps
1. Strongly Agree
2. Agree
3. Neutral
4. Disagree

53
 5. Strongly disagree
 Rewards and Cashbacks
 Location
 Recommendation
 Previous Experience
 Online Reviews
 Social Media
 Advertisements
 COVID Safety Measures
8. Which Food app do you prefer to order
 Zomato
 Swiggy
 Both
9. Service Satisfaction
1. Very Satisfied
2. Satisfied
3. Neutral
4. Dissatisfied
5. Highly Dissatisfied
 Packaging
 Active Service
 Offers and Discounts
 Quality Services
 Offers Choice of Restaurants
 Low Delivery Charges
 Mode of Payment
 Customer Support Services
 Staff Professionalism
 Overall Satisfaction

54