BUSINESS STUDIES: FIRST INTERNAL ASSIGNMENT

BY:

Jeetendar Mathrani-04

Shipra Agrawal-46

Sukiran Meena-54

Ritika Sarda-76

Division: A

BBA.LLB (Hons.)
 DECLARATION
We, the hereby declare that project entitled “Analysis on food delivery services”
submitted by us to Symbiosis Law School, Pune is in partial fulfilments of

requirements for the subject of Business Studies under the guidance of Prof. Shailey
Singh is our authentic record of our genuine work and interpretations drawn therein are based
on the material and responses collected by us.

DATE:

PLACE: Pune Jeetendar Mathrani-04

Shipra Agrawal-46

Sukiran Meena-54

Ritika Sarda-76

RESEARCH STUDENTS
 CERTIFICATE
Certified that the research paper entitled “Analysis on food delivery services” submitted by:

 Jeetendar Mathrani (004)

 Shipra Agrawal(046)
 Sukiran Meena(054)
 Ritika Sarda(076)

Towards the partial fulfilment for the BBA LL.B (Hons.) is based on investigation carried out
under our guidance. The research paper therefore has not been submitted for the academic
award of any other university or institution.

_______________________

Shailey Singh

(Professor)
 ACKNOWLEDGEMENT
In performing our assignment, we had to take the help and guidance of some respected
persons, who deserve our greatest gratitude. The completion of this assignment gives us
much pleasure. We would like to show our gratitude towards Ma’am Shailey Singh, Course
Instructor, Symbiosis Law School, Pune for giving us guidelines for assignment throughout
numerous occasions. We would also like to expand our deepest gratitude to all those who
have directly and indirectly helped us in completing this assignment.

Many people, especially our classmates and team members, have made valuable suggestions
on this proposal which gave us an inspiration to improve our assignment.

Name: Jeetendar Mathrani

Shipra Agrawal

Sukiran Meena

Ritika Sarda
 CONTENT
 Declaration
 Certificate
 Acknowledgement
 Abstract
 Keywords
 Introduction
 Aim
 Research Questions and Methodology
 Result and Discussion
 Literature Review
 Conclusion
 References
 ABSTRACT

These days’ people are prone to placing food orders online and capitalizing this trend a lot of
restaurants are yielding good returns by registering themselves on online ordering sites like
Foodpanda, Swiggy, etc. and many local ordering websites are also following suit. To sustain
and grow in such fast growing industry, players should offer something different from
competitors with efficiency. In this research project we focused on whether people prefer
dining in or food delivery apps, what do they order, about their expectations and other
questions related we also did so by questioning the existing consumers of online food
delivery services .The purpose of this project is to analyse different types of food ordering
and delivery services. It analyses different type of food delivery services on aspects of fastest,
easiest, cuisines etc. This process of delivering food is answer to multiple issues faced by
common people on an average day like traffic, busy schedule, busy restaurants, long queues,
waiting for food etc. At the same time it shows the customer satisfaction with one service and
dissatisfaction with other, it allows us to analyse how different age group people have
different choice of cuisine and services. Furthermore it also extends to show the boost in
market of food delivery and increasing use of it.
 KEYWORDS
 Online
 Food
 Delivery
 Analysis

INTRODUCTION
Feeling spent after five days of toil and stress at work and in no mood to fix a meal? Don’t
fuss. Simply reach for the phone and make a couple of swipes before tuning in to the next
episode of your favourite TV show. Voilà! The chow you’ve been craving for all week is
At your doorstep soon enough.

With the mushrooming of app-based home delivery services in the city, “eating in” has
become the new thing, with many denizens preferring to indulge their taste-buds while
enjoying the familiar comforts of their homes or multi-task at work and still not skip that vital
Energy-boosting meal. Such apps are proving handy not just for gourmets keen to relish their
favourite delicacy from a preferred restaurant but also for those looking to tuck into some
authentic naadan food prepared by professional home chefs.

Indian Tier-1 cities such as New Delhi, Mumbai and Kolkata have been witnessing traffic
jams caused by an increase of late in the number of vehicles on roads and a heavy density of
population. This has amplified the time to travel within a city, and created a paucity of time
for working Indians in these metropolitan towns. As a result, more and more Indians have
started ordering from online food delivery services, rather than cooking at home. Sharing an
overview on this trend, Euromonitor International wrote, “Last year the number of
households eating at home every day witnessed a visible decline. This decline resulted in a
large proportion of the household/consumer base ordering food in, thereby helping to drive
the growth of 100% home delivery.”
According to research firm RedSeer, India’s online food delivery market comprising of
aggregators and cloud kitchens, where the chefs prepare food in a physical outlet for orders
that they receive online, grew at 150% last year, in comparison to 2015, with an estimated
Gross Merchandise Volume (GMV) of $300 million in 2016.

For online food delivery platforms, more than 80% of orders are now coming from the top
five cities in India, out of more than 20 cities where online food delivery is active in this
country. Due to this concentration of orders, food delivery players in India have limited their
expansion to newer towns and are now are focusing on achieving operational efficiencies and
profitability in Tier 1 cities only. To garner a bulk of the share in this nascent market, which
has witnessed the entrance of new players from stables of global behemoths such as Google
and Uber, Indian start-ups such as Swiggy and Zomato have taken steps including fundraising
or making acquisitions in order to protect and gain their market share.
 AIM
The Purpose of this project is to analyse the “Food Delivery Services “prevailing in today’s
era.

RESEARCH QUESTIONS &METHODOLOGY

Methodology is the systematic, theoretical analysis of the methods applied to a field of study.
It comprises the theoretical analysis of the body of methods and principles associated with a
branch of knowledge. Typically, it encompasses concepts such as paradigm, theoretical
model, phases and quantitative or qualitative techniques.

The Methodology we used for this research paper is Quantative Survey.

A field of applied statistics of human research surveys, survey methodology studies

the sampling of individual units from a population and associated techniques of survey data
collection, such as questionnaire construction and methods for improving the number and
accuracy of responses to surveys. Survey methodology includes instruments or procedures
that ask one or more questions that may or may not be answered.

The Instrument used for the same is Questionnaire.

A variable category that is often measured in survey research is demographic variables,

which are used to depict the characteristics of the people surveyed in the sample.
Demographic variables include such measures as ethnicity, socioeconomic status, race, and
age. Surveys often assess the preferences and attitudes of individuals, and many employ self-
report scales to measure people’s opinions and judgements about different items presented on
a scale. Self-report scales are also used to examine the disparities among people on scale
items. These self-report scales, which are usually presented in questionnaire form, are one of
the most used instruments in psychology, and thus it is important that the measures be
constructed carefully, while also being reliable and valid.
 RESULTS AND DISCUSSION
Age
The population of people who answered the questionnaire ranged from 14 to 58 out of which
Age group 17-25 year old gave 50 responses which is 43 % of the population
Age group 26- 35year old gave 24 responses which is 21 % of the population
Age group 36-55 year old gave 17 responses which is 23 % of the population
Age group 55 and above gave 8 responses which is 15% of the population

17-25
26-35
36-55
55 and above

Gender
Surprisingly the questionnaire has been answered equally by males and females that is 50%
of the population each.

Female
Male
Occupation
The most common occupation was of that of the students with 67.6% of responses which
goes hand in hand with the age group 13.9% of the population who answered the
questionnaire are businessmen and 7. 7% are self employed

Food preference
50. 9 % of the population preferred vegetarian food over 47.2 % population that prefer non
vegetarian food and less than 2% of the population preferred vegan or gluten free option
Preferred mode of food delivery
Food delivery application were preferred by 48.1% of the population for reasons like
convenience ,offers an promotions and it also saves time and fuel whereas only 36.1%
preferred the conventional ways of dining in due to ambience, socializing with friends. 9.3%
chose take away as an option.
Order
main categories of dishes ordered are main course 76.9% of the population ,starters 50.9% of
the population and the rest of them prefer beverages, desserts etc.

Cuisines
About 60.2% of the population preferred to order North Indian food followed by 46. 3%
person people preferring Chinese, 41.7% person people ordering Italian and the rest of them
like South Indian, Japanese and other cuisines
Which delivery service
To our surprise people prefer Zomato in the morning but swiggy at night due to fast delivery
and late night delivery option.
Consumers

Expenses and frequency

Since most of the population comprises of students they because of the shoe tight budget
order less than 5 days(55.6%) in a month and spend mostly ₹500 to ₹1000(25% of the
population) ,₹1000-1500(25% of the population) or ₹1500-₹2000(20.4% of the population)
Timings
To the people's disappointment the time estimated for delivery is most of the times (58.3% of
the population) not accurate. But 48.1% of the people prefer swiggy because it is the fastest
food delivery app. 31.5 % of the people prefer Zomato and the rest of the people prefer
ubereats, foodpanda and others.
Satisfaction
But except some complaints most of the people (57.4 %) are satisfied with the apps the
reason being that the delivery apps provide quality food, hot food, timely delivery, reliable
delivery services and take care of special instructions.
Feedbacks
Although most of the people are satisfied with the delivery services some of the feedbacks
and suggestions are
 LITERATURE REVIEW
The food marketing and distribution methods in the restaurant business are on an on-going
shift from traditional purchase method to online food delivery systems where many
alternative systems are offered by business owners such as online shopping, phone-based
ordering, home delivery, pick-up services in the food businesses. Human habits and
preferences have been evolving throughout the years, as they are heavily influenced by the
technologies and information across the world. The internet has also been continuously
impacting the business and economic where virtual organizations and e-commerce are now
widely available ranging from apparels, books, and even food could be purchased online.
There is an increase usage and incorporation of internet in almost all the business sectors in
the world where it could be a medium for the conduct of a business, being an alternative from
the classical business approaches. All these innovations are made for the consumers to enjoy
the benefits that come with it namely convenience and time saving. Internet is extremely
advantageous for the food business as it has made online food ordering service available for
the food industry where it provides advantages to both the business owners and their
customers.

Innovations in the restaurant business are also resulted in the increase of online food ordering
as it is continuously growing in the internet businesses. Business owners adopt different
approaches in providing online ordering service to their customers with the intention to ease
the ordering process that the customers encounter. Restaurants are also creating their own
websites, mobile apps, and, or text messages for customers to place orders. There are mobile
apps like Zomato that offers data of different restaurants where customers could place order
with, saving their time and effort. It was also stated that the ease and convenience are deemed
to be valuable for customers as online food ordering eliminates the frustrations from bad
traffic or weather. Online food ordering system is a comprehensive self-service system where
it allows the customers control over their pace of ordering, limiting the amount of personal
interactions they encounter. Customers are presented with different ordering methods with
diverse technologies that are close to their daily lives. It has also been suggested that higher
level of control would lead to higher customer satisfaction as they would also be more willing
in recommending the others if the experience was pleasant. There are many perceived
benefits related to online food ordering but there are also drawbacks that business owners
should be aware off. As mentioned, there is limited personal interactions in online food
ordering, which might not be desirable for customers that seek for personal contact in the
process of food ordering. There also might be obstacles for people who are not familiar with
the technology or for those who have technology anxiety. These obstacles would have a
direct impact on the satisfaction and adoption of the online food ordering system as
customers may be reluctant to place orders on the internet. People who value interactions
with employees would also be reluctant to use the self-serving online food ordering service.
Business owners should focus on the issues identified as the system would be used without
the presence of physical assistance from the employees. It is also common for restaurants to
work with professionals to make sure that the platform is available and performing well
consistently to maintain to enhance the reliability of the ordering system.
 CONCLUSION
Hence it concluded that majority population ranged from 17 to 25 year old, who are students. While
the food preferences remained almost the same of vegetarians and non-vegetarians, dining options
varied with food delivery emerging winner over dining in and call/take away each having their own
perks and cons as seen in the results and discussion. Taking a closer look at what customers ordered
we see main cuisines offered being north Indian and Chinese. Consumers orders ranged from three to
five people where zomato was chosen during the day time and swiggy a favourite at night time due to
late night delivery options.
 REFERENCES
I. Fink, Arlene. Conducting Research Literature Reviews: From the Internet to
Paper. Fourth edition. Thousand Oaks, CA: SAGE, 2014
http://libguides.usc.edu/writingguide/literaturereview
II. Kimes, S. E. (2011). Customer perceptions of electronic food ordering
[Electronic article].Cornell Hospitality Report, 11(10), 6-15
https://scholarship.sha.cornell.edu/cgi/viewcontent.cgi?article=1069&co
ntext=chrpubs
III. Proceedings of the Seventh Asia-Pacific Conference on Global Business,
Economics, Finance and Social Sciences (AP16Malaysia Conference)
ISBN: 978-1-943579-81-5 Kuala Lumpur, Malaysia. 15-17, July 2016.
Paper ID: KL631
http://globalbizresearch.org/Malaysia_Conference_2016_July/docs/doc/
Management%20&%20Marketing/KL631.pdf
IV. https://en.wikipedia.org/wiki/Survey_methodology#Questionnaires_as_t
ools
V. https://en.wikipedia.org/wiki/Methodology
VI. Karan Kashyap, June 26,’17 “The Food Delivery Apps That Are Competing
To Gain Market Share In India”
https://www.forbes.com/sites/krnkashyap/2017/06/26/the-food-delivery-
apps-that-are-competing-to-gain-market-share-in-
india/&refURL=&referrer=#59c932d19937