Comparative Study On Aggregator Food Delivery Service Final Report PDF

COMPARATIVE STUDY ON AGGREGATOR FOOD DELIVERY SERVICES IN INDIA: ZOMATO & SWIGGY
COMPARATIVE STUDY ON AGGREGATOR FOOD
DELIVERY SERVICES IN INDIA:
ZOMATO & SWIGGY
Project Report Submitted in the partial fulfillment of the requirement for the award of degree of
MASTER OF BUSINESS ADMINISTARTION from
BANGALORE UNIVERSITY
Submitted By: ADVAITH D
Reg No: 17YACMD005
Under the guidance of:
Dr.R.Venkataraman
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DECLARATION BY STUDENT
I hereby declare that “COMPARATIVE STUDY ON AGGREGATOR FOOD DELIVERY

SERVICES IN INDIA: ZOMATO & SWIGGY” submitted by ADVAITH D registration
number 17YACMD005 is the result of the project work carried out by me under the guidance of
Dr. R.Venkataraman in the fulfillment for the award of MASTER’S DEGREE IN
BUSINESS ADMINISTRATION by Bangalore University.
I also declare that this project is the outcome of my own efforts and I have not provided it to any
other University or Institute for the award of any other degree or Diploma or Certificate.
Place: Bangalore Name: ADVAITH D
Date: Registration Number

17YACMD005
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DECLARATION BY THE GUIDE
This is to certify that the project report “COMPARATIVE STUDY ON AGGREGATOR

FOOD DELIVERY SERVICES IN INDIA: ZOMATO & SWIGGY” Submitted by
ADVAITH D bearing registration number 17YACMD005 to Bangalore University, for the
award of Degree of MASTER OF BUSINESS ADMINISTRATION is a record of work
carried out by him under my guidance.
Place: Bangalore
Date: Signature:
Dr. R. Venkataraman
Presidency College
Bangalore
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ACKNOWLEDGEMENT
Firstly I would like to thank God, my parents and my lecturers for helping me in successfully
completing my project, without their encouragement, active guidance and cooperation this
project would not have been a success.
I express my gratitude to our Dean Dr. R.Venkataraman and my guide Dr. R.Venkataraman
for his active guidance, support and suggestions until the finalization of my project work.
I would further like to thank the whole of MBA Dept. and my friends for their support. I also
express my deep gratitude to all who have contributed for the timely completion of this project.
Name: ADVAITH D Signature

Registration No: 17YACMD005
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CONTENTS
SL NO. TITLE PAGE

NO.
1 INTRODUCTION 1-6
2 BACKGROUND AND OBJECTIVES 7-16
3 TRAINING METHODS AND ACTIVITIES 17
4 LEARNING OUTCOMES 18-19
5 DATA ANALYSIS AND INTERPRETATION 20-36
6 KEY FINDINGS AND CONCLUSION 37-38
7 RECOMMENDATIONS 39
8 SUPPORTING DOCUMENTS 40-42
9 REFERENCES 43
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LIST OF TABLES
TABLE PARTICULARS PAGE

NUMBER NUMBER
5.1 Table showing the number of respondents who prefer 20
ordering food online
5.2 Table showing the preferences of the respondents towards 21

Zomato & Swiggy
5.3 Table showing the preferred meal they wish to order 22

online
5.4 Table showing the intervals in which people order food 23

online
5.5 Table showing the preferred mode of ordering food 24
5.6 Table showing responses of service provider giving more 25

offers & promotions
5.7 Table showing the amount of money spent on ordering 26

food by respondents
5.8 Table showing the response of which is offering better 27

customer service
5.9 Table showing the responses considering which has more 28

tie ups with restaurants
5.10 Table showing the time taken by the respondents to place 29

an order successfully.
5.11 Table showing the amount of time taken for an order to be 30

delivered
5.12 Table showing the number of respondents who prefer 31

ordering food online than going to the restaurant.
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5.13 Table showing the comparison of menu selection between 32

Zomato & Swiggy among the respondents.
5.14 Table showing the comparison between zomato’s and 33

swiggy’s delivery services among the respondents.
5.15 Table showing the comparison between Zomato and 34

Swiggy ordering process as to which is convenient among
the respondents
5.16 Table showing the preference of the respondents as to if 35
they would like to order food in advance for a scheduled
time later that day
5.17 Table showing the opinion of respondents as to they would 36
suggest others to opt for online ordering of food
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CHAPTER 1
INTRODUCTION
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1.1 Introduction
E-Commerce: Any business activity of buying or selling of products, goods or services online
with the help of internet and with the help of electronic devices. Just with the help of internet
connection & an electronic device one can practice a lot of things like:
E-commerce can be classified into six types:
 Business to Business
 Business to Consumer
 Business to Administration
 Consumer to Consumer
 Consumer to Business
 Consumer to Administration
E-commerce in the current scenario is a rapidly growing business activity where in all the
products, goods and services are made available to you at your finger tips where in with access to
internet and any electronic device you can buy or sell anything and take part in commerce
activity anywhere, anytime and anyplace. It has made things very easy and convenient and it
saves us a lot of time which therefore has resulted in the growth of E-commerce worldwide and
in India it is growing at a rate of 15% every quarter and is expected to do more in the upcoming
years and the revenue amounts to US$7,011 million in 2018.
1.2 Online Food Delivery Industry:
The Food delivery market in India is worth over 12.5 billion and online food delivery is
contributing over more than 7% to the Indian market and is growing at 15% every quarter. Food
delivery services in the recent years have become one of the most widely growing markets in the
world and are considered to be one of the booming markets. Most of the people have set their
fingers on online ordering of food and this is the at most preferred ways of ordering food from
any place, anytime and anywhere which is very convenient and time saving. This indicates a
high budding in a relatively untouched market service and most of the restaurants are tying up
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with these online food delivery aggregators where in, people can order food online via apps with
the help of internet where in they have access to number of restaurants and different food option
which they can select based on their taste and preferences.
There are three categories of players in this market:
a) Fully incorporated: The ones who process food and also deliver food at the same time.
(Pizza Hut, Dominos etc.)
b) Second being which only concentrates on delivery as a service.
c) Aggregators: It is a platform where in customers can explore various restaurants, navigate
through menus of different choices and select the food. In short, they aggregate the
information about food to the customer and functions as an order generating channel for
restaurants. (Swiggy, Zomato etc)
Key growth factors of online food delivery industry:
a) High rate of throwaway income and deeper internet diffusion of customers.

b) Most of the restaurants tying up with online food delivery platforms are sure on making a
profit margin of more than 2 - 3% than diners.
c) Most of the restaurants are trying to maximize their business by offering food delivery
through these online aggregators.
d) Increasing rate of literacy and increasing number of internet and smart-phone users are
also one of the reasons.
e) The cost of starting an online delivery business is much cheaper compared to that of
starting up a restaurant.
f) The changing life style of the people and also the changes in the standard of living of the
people.
g) An increase in the number of working women and they have no time to cook where they
adopt to order food online.
h) The convenience of ordering food online.
i) Marketing strategies used by these service providers.
j) The rising consumption levels of individuals mostly the ones in the IT sectors.
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The reason behind the popularity of online food delivery service is because of various benefits it
provides like:
 Food delivery to the door step of the customer
 Easy accessibility and convenient
 Various payment options
 Attractive offer, discounts, rewards and cash backs.
In the recent days most of the people have started placing food orders online and having a look
out on this fashion a lot of restaurants are maximizing their sales and are earning very good
returns just by registering themselves into online ordering sites like Zomato, Swiggy etc.
The online food delivery services sector which has had its foothold in the recent years is rising
out to be the most growing and popular markets all over the globe and in recent times the
demand for this industry has taken a huge increase in the market. We can witness a lot of new
food delivery start ups and many restaurants which are keen about getting into this market where
in they are able to a huge growth compared to other markets.
The Restaurant industry in India is evaluated to be around USD 56 Billion and the delivery
industry is approximately around USD 15 Billion, Online food delivery aggregators on an
average handle over 1,60,000 orders in a day with an average order value of USD 5.
Aggregators have dominated the market with 70% market share and have a reach in over 20+
cities but only 5 cities have been widely using these services, but still it has resulted in a wide
market, giving space to more market penetration and the major source of revenue for these
aggregators is the commission that they charge their partner restaurants.
The online food delivery industry is a rapidly growing industry where in it has survived and
played a major role in dominating the other markets and has led to the intensification of online
food delivery services every quarter by 15% which is a huge contribution.
In the long run the future of online food delivery services seems bright in India, as it is a rapidly
growing market and has a lot of opportunities in the rural areas where in still a whole lot of
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people are not aware of this, where in it is trying to catch up with developed markets where 30%
of delivery takes place through different online channels which are available.
With the adversely growing population and the rapid transformation and use of advance
technology, people tend to depend on their electronic gadgets like smart-phones; laptops etc.
which provides them different apps for every work to be done. In terms of ordering food which
makes the work much simpler for them when needed, where in they can order food Downloading
the app from play store, registering into the app, selecting the menu to place the order and the
food will be delivered to your doorstep. Almost 80% of the young college students, working
professionals and others found this method too simple to place food order online which in turn
saves them a lot of time. Online food delivery website and mobile application are much popular
in cities like Bangalore, Chennai, Hyderabad and Mumbai.
India has a large number of young audience and Food Delivery Apps have become popular
among users. Customers have enormous number of choices and a wide range to select which
among those provide better offers, discounts & price so that they can compare and pay with offer
price from online food ordering app.
Top most popular food delivery services in India are:
 Swiggy
 Zomato order
 Food Panda
 Uber Eats
 Pizza Hut
 Dominos
 JustEat
 Faaso’s
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The online food delivery industry saw a growth of 150% in 2016. It has also helped many
restaurants by increasing/maximizing both their sales and revenues. Online food delivery
services not only have an agreement with the local cafes and restaurants, but it also has a contract
with a lot of fine dining restaurants. It has helped them in amplify their reach and this further
enhanced their resource utilisation.
Besides all this customers have also started opting for various different kind of services like
ordering food online through calls and ordering food in advance.
Mostly 80% of the orders coming in from the top five cities, that have reputable companies and a
lot of MNC’s and which has a higher rate of working population when compared to other cities
and they are not focusing on achieving working efficiencies and success in these markets and
lesser expansion to the newer markets.
We can witness both customers and restaurants taking on the online food delivery services and in
turn we have noticed a positive growth but new issue of sustainable business has been well
thought-out for improvement.
The E-Services market section of Online Food Delivery contains the user and revenue
development of two diverse delivery service solutions for ready meals:
 Restaurant-Consumer Delivery.
 Platform-Consumer Delivery.
Revenue includes the gross produce value which is defined as the total sales dollar price for food
sold through the Online Food Delivery market.
Online Food Delivery provides services that deliver prepared meals and food that is ordered
online for direct consumption.
The Restaurant-to-Consumer Delivery platform includes the delivery of food directly by the
restaurants to the consumer. The customer can place his/her order via different platforms (e.g.:
Just Eat) or they can directly place the order through the restaurant website (e.g. Domino's).
The Platform-to-Consumer Delivery platform concentrates on online delivery services that

provide customers with a variety of food options from a wide range of restaurants; in this case
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the restaurants need not necessarily have to offer food delivery themselves. In this case, the
platform handles the delivery process.
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CHAPTER 2
BACKGROUND AND
OBJECTIVES
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2.1 ZOMATO
Zomato is a restaurant search, discovery and delivery service which was founded in 2008 by
Deepinder Goyal and Pankaj Bhardwaj. It operates in over 23 countries which includes India,
Australia and the United States. It features restaurant information which gives the customer or
the user information about best dinning place their menus and photos uploaded by local street
teams, as well as user reviews and ratings. The company also provides a variety of services like
online ordering, table reservation etc.
Zomato collects all the required information from every restaurant on a regular basis to ensure
their data is fresh. They have a vast community of food lovers and bloggers who share their own
reviews and photos; so that the customers have all that they need to make their preferred choice.
INVESTMENT
The online food delivery aggregator Zomato has approximately raised around USD 16.7 million
in the year 2010-13 from Info Edge India, by offering stakes of 57.9% in Zomato. It also raised
USD 37 million additionally from Sequoia Capital and Info Edge India.
Zomato completed another round of funding which was jointly taken from Info Edge India and
Vy Capital in November 2014, the funding being around USD 60 million and at a post-money
estimation of USD 660 million.
It had funds coming from a Singapore government owned company-Temasek which along with
Vy Capital invested around USD 60 million in September. Info Edge India, Sequoia Capital and
Vy capital led a further round of investment of USD 50 million.
In October 2018, Zomato raised $210 million from Alibaba's payment affiliate Ant Financial.
Ant Financial received an ownership stake of over 10% of the company as part of the round,
which valued Zomato at around $2 billion. Zomato had also raised an additional $150 million
also from Ant Financial earlier in 2018.
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Values followed by Zomato:
 Possession
 Judgement
 Communication
 Interest
 Valour
 Teamwork, Initiative, Leadership.
Starting off with providing information about over 1 million restaurants worldwide to its users,
they are now making dining much convenient and more pleasing with services like online
ordering of food and table reservations.
HIGHLIGHTS OF THE ZOMATO DELIVERY SERVICE
 Their main aim is to maximise their business potential by targeting the hungry customers.
 They provide a user friendly app base which is easy to use and place an order.
 Online payments are made more easier, simpler, convenient which provides ease of
payment with secured transactions and no extra service charge to banks.
 They provide a lot of promotions and offers to attract a lot of customers.
 They conduct Loyalty programs where in the loyal customers are rewarded and given
additional benefits.
 It provides exceptional customer care service which handles the queries, complaints,
refunds and technical issues.
SWOT ANALYSIS OF ZOMATO
 STRENGTHS
 It is the first delivery service in most of the nations.
 It has a fast expanding and growing market.
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 The app is user friendly compared to its competitors and also has won many
awards for its design.
 Zomato has a huge customer base which is an added advantage.
 It has a large number of investors and has a enough funding.
 Zomato has made a lot of profits since the time it was launched.
 It has a very good marketing strategy which has helped in acquiring a lot of
customers.
 WEAKNESS
 The major concern was related to the privacy and security issues for the app – A
recent incident where in the app was hacked and almost 17 million users data was
leaked.
 Zomato still requires a lot of expansion.
 Word of mouth and Facebook check-ins have lessened the number of people
using Zomato.
 OPPORTUNITIES
 Further expansion.
 More acquisitions.
 The concept of Cloud restaurant where the restaurants need not have a physical
existence to sell their food, instead they can sell their food through Zomato.
 Zomato does have a huge following but the users do not interact with each other.
Creating a forum and a community out of the users already following Zomato can
be a huge benefit for the brand.
 THREATS
 The major threat would be from the new entrants, many new food delivery start ups
have been emerging in the recent years.
 Not all the customers will be loyal towards one aggregator, if there is a better one
providing offers and discounts the existing customers may move on.
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 Uncertain Research and Development outcomes, sometimes if the predictions of the

R&D may not work as thought it might lead to failure.
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2.2 SWIGGY
Swiggy is an Online Food ordering and Delivery Company whose headquarter is located in
Bangalore, India. The inspirational thought of Swiggy offering a complete food ordering and
delivery service online through their apps and web from the neighbouring restaurants around to
the urban foodie.
The idea was induced into their heads noticing the vast gap between the food ordering and
delivery space, where in a lot of restaurants faced the issue of not having sufficient delivery
boys, so this sparked a thought and they started a small setup on August 2014 with a team of six
delivery boys and covering 25 restaurants which soon became a hit and now it operates around
13 cities and it offers a single window for ordering from a large range of restaurants, they have
their own exclusive fleet of delivery personnel to pick up orders from restaurants and deliver it to
customers. Having their own fleet gives them the flexibility to offer customers a no minimum
order policy on any restaurant and accept online payments for all partner restaurants that we
work with.
Started by three young entrepreneurs Swiggy set its foot mark on August 2014, the online food
ordering and delivery start-up Swiggy as of today has more than 5,000,000 mobile application
installations, and has become the most popular known brand name for almost everyone who
wants to order food.
Swiggy on an average has a tie up with more than 25,000 restaurants, Swiggy has its own
manpower which has a fleet of in-house delivery boys and it operates across different cities in
India, which includes Bangalore, Mumbai, Chennai, Delhi, Hyderabad and more.
Two graduates from BITS Pilani, Sriharsha Majety and Nandan Reddy came up with the idea
and decided they wanted to change things and make life easier by changing the way India eats -
all at the finger tips the customer. Their explicit idea of ’hyper local food delivery’, all they
wanted was the technology to power it and were introduced to Rahul Jaimini, who then
transformed that vision into reality with the first website. And with this, these young chaps
launched Swiggy an online food ordering & delivery platform, which has now made it big and
has made its way in becoming one of the top food delivery aggregator.
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After having a slow start with less takers and people not relying on the online food delivery
services, Swiggy made it big by understanding the customer needs and wants and by providing a
lot of offers and top notch advertising they transformed themselves into an unstoppable force that
has now changed the way India eats.
Values followed by the Swiggy:
 Customers come first.

 Striving for excellence.
 To be sincere and display highest levels of reliability.
 Exhibit prejudice for action.
 Being polite and humble towards its customers.
BENEFITS SWIGGY EMPLOYEES RECEIVE
 Swiggy provides personal accident insurance.

 It provides group medical insurance for all its employees/delivery boys.
 Pre-loaded food cart.
 Mobile allowance is given to all the delivery boys.
 Maternity and implementation leave policy.
 Provides free support on tax and investment planning.
SWOT ANALYSIS
 STRENGTH
 Swiggy is always known for its speedy delivery.
 It has created recognition among people.
 They have well trained team which offer exceptional service.
 It offers a wide selection of restaurants to choose from.
 They maintain clean and neat quality packaging.
 It offers free delivery services without imposing any delivery charges from the
customer.
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 WEAKNESS
 Orders are only from the restaurants within the particular area or province.
 People in few cities are not aware about the brand.
 OPPORTUNITIES
 Leader in online food delivery business.
 Growing market for potential customers.
 Re-branding can help them grow up in the market.
 Need to increase and concentrate on their zonal restaurant base.
 THREATS.
 Increase in the number of new competitors.
 Neglecting the potential competitors.
 The customer base of Swiggy is decreasing.
Today, Swiggy is one of the top food ordering and delivery platforms in India. The inventive
technology, large and quick delivery service, and outstanding consumer focus at Swiggy has
enabled a host of benefits that includes:
 Lightning fast deliveries

 Live order tracking
 No limit on minimum order amount, all while having the delight of enjoying your desired
meal anywhere, anytime and anyplace the customers like it.
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2.3 OBJECTIVES:
 To analyze the Technological competitive edge between Zomato & Swiggy.
 To study the Challenges faced by Zomato & Swiggy.
 To understand the consumer preference towards online food delivery services.
 To analyze the Service competitive edge between Zomato & Swiggy.
 To understand the market and analyze what strategies can be adopted to gain a firm
holding in the market.
NEED OF STUDY:
Food delivery services have increased in the recent years; there is a stringent competition among
various service providers like FoodPanda, FreshMenu, Uber Eats, Swiggy, Zomato...Etc.
 It is important to understand the consumer behavior towards food delivery services.
 To understand the mindset of consumers and provide satisfactory customer service.
 To understand the consumer need and wants.
STATEMENT OF THE PROBLEM:
 “A Problem statement is clear concise description of the issues that needs to be

addressed”.
 The project is about food delivery services which are increasing rapidly in India where
there are many competitors and the best service provider gets a firm hold in the market.
 Most of the people still prefer take away and visiting the restaurants instead of going for
online delivery services. Apart from which restaurants have their own delivery services
which might act as a barrier to these online food delivery services.
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 There are many strategies adopted by these service providers to gain a competitive
advantage over their rivals, it may be in terms of offers, services, techniques, methods
and innovative ways.
 In current scenario most of the people still don’t have the knowledge about these kinds of
services and their existence and also some people don’t like the concept of online
delivery food and prefer not to, and the rest are concerned about secrecy of transactions
etc.
Research design:
Descriptive
Since my study is descriptive type, so research design will also be descriptive.
Sampling method:
In my study probability sampling is used. In probability sampling simple random sampling is

used.
Data collection:
 Primary data [collection of data through questionnaires]

 Secondary data [through company’s website and other sources]
Survey area:
Survey is done in all four zones of the Bangalore.
Sample size:
The sample will is 100 [sample size (n) = 100]
Sample unit:
The sample unit will be the customers.
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Data analysis:
The data will be tabulated based on the information gathered by questionnaires. All the responses
will be evaluated and the data will be interpreted based on the respondents, sample percentage
will be calculated to analyse the data and represent through graph and charts.
RESEARCH METHOD
A questionnaire was circulated online with the help of Google Forms to collect data from
individuals. It is a set of questions which consisted of close ended and open ended questions
devised for the purposes of survey on which the study is conducted. Most of the questions were
closed – ended questions and multiple-choice questions. All of the respondents are from
Bangalore. There were 20 questions in the questionnaire which included both general questions
and questions specific to the topic.
The questionnaire was distributed to 100 people and it took a week’s time to receive all the
replies after which analysis was made based on the data collected from the respondents.
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CHAPTER 3
TRAINING METHODS AND
ACTIVITIES
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3.1 Training methods:

An orientation was conducted by our college management for all the students and all the
guidelines and information was given regarding the project and the same guide lines has been
followed to undertake the project.
As I commenced with the project I took the guidance from my lecturers regarding the topic
selection for the mini project, on selection of the topic which is “Comparative study on
Aggregator food delivery services Zomato and Swiggy”, I have regularly consulted my guide
regarding the progress of the project and also have taken insights from different lecturers,
websites, journals etc.
3.2 Activities:
A survey has been conducted via questionnaires. The questionnaires were distributed among
college students and working professionals with the help of Google forms, where in their
responses have been analyzed and interpreted. The latter has been tabulated and represented via
graphs and tables.
I have visited the guide from the start to end of the project.
I have taken reviews and opinions from customers.
I have circulated the questionnaires, collected data and interpreted the information gathered.
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CHAPTER 4
LEARNING OUTCOMES
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4.1 Learning outcomes:
As I started with the my study on the Online Food Delivery Services Industry focusing on the top
two market leaders Zomato and Swiggy, I got to learn the impact of online food delivery services
market in India which has completely changed the way India eats, the evolution of going to
restaurants to have a meal or taking delivery from restaurants is diminishing as people are
preferably going for online services which is in turn much easier time saving and you can place
your order anytime, anywhere and anyplace and the food will be delivered.
I also understood that it is very important to understand the mind sets of the customers as it plays
a vital role in decision making and the main objective of all these food delivery services is to
pitch in a lot of customers through which they can maximize their business and also increase
their profits. A customers mind set in this scenario keeps fluctuating wherein he does not stay
loyal to one particular service provider, he tends to experiment with the different aggregators
available in the market where in his view is only on getting best offers, promo codes, wide range
of choices, exceptional customer service, fast delivery etc. based on which he preferable opts for
the best ones. So understanding the customer behavior and mind set is very important.
This has helped me in gaining knowledge about a completely different market in the E-
commerce platform which is the online food delivery platform, here the technology plays a
major role and has completely transformed the food delivery sector where just with the help of
internet and electronic gadgets one can have access to these services and even restaurants have
maximized their business, which tells us that technology plays a major role.
Through this I have got to learn about the challenges, risk and competition and how it has to be
handled which plays a vital role in this industry, as we can see there is always risk in anything
that is done we have to take on the risks and go ahead with it, risk is part of everything that we
do and talking about the challenges, it gives you an boost to do something new, something
different, something which has not been done or tried by anyone; taking on these challenges will
always result in something fruitful, finally speaking of the competition which always is an
important factor to be aware of the existing and the upcoming competition that we need to
overcome and be ready to take on.
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Finally I have understood the need of advertisement & marketing and how it plays a major role
in attracting more customers and staying ahead compared to other aggregators, this has given me
an idea about how effectively one should advertise and promote their brand where in it attracts
the customers and market the product in such a way that it shows your product to be the best in
the market which will result in these aggregators having a higher level of advantage compared to
other aggregators who don’t advertise of market their product.
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CHAPTER 5
DATA ANALYSIS AND
INTERPRETATION
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DATA ANALYSIS:
Table showing the number of respondents who prefer ordering food online
Tab 5.1
OPTIONS NO OF RESPONDENTS PERCENTAGE
Yes 97 97%
No 3 3%
Total 100 100%
Diagram showing the percentage of respondents who prefer ordering food

online.
PERCENTAGE
Yes No
3%
97%
Interpretation:
As per the above pie chart we can clearly see that almost 97% of the respondents prefer to order
food online which says that most of the people do opt to order food online where in only 3% of
the respondents did not prefer to order food online.
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Table showing the preferences of the respondents towards Zomato & Swiggy
Tab 5.2
Zomato 50 50%
Swiggy 42 42%
Others 8 8%
Total 100 100%
Diagram showing the preference percentage of respondents towards Zomato

& Swiggy.
PERCENTAGE
Zomato Swiggy Others
8%
42%
50%
Interpretation:
The above pie chart shows the preference of customer towards online food delivery aggregators,
where in 42% prefer Zomato, 50% prefer Zomato and the rest 8% prefer other aggregators. This
also shows that Swiggy has a slightly more preference compared to Zomato.
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Table showing the preferred meal they wish to order online
Tab 5.3
Breakfast 9 9%
Lunch 37 37%
Snacks 18 18%
Dinner 36 36%
Total 100 100%
Diagram showing the percentage of preferred meal they wish to order.
PERCENTAGE
Breakfast Lunch Snacks Dinner
9%
36%
37%
18%
Interpretation:
As the above pie diagram shows us the choice of meal that the respondents prefer to order online
gives us a clear picture that most of them prefer to order lunch & dinner which stands at 37% &
36%, and it also shows that 18% prefer ordering snacks and the remaining have opted for
breakfast which shows that the demand is more for lunch and dinner.
36
PRESIDENCY COLLEGE
Table showing the intervals in which people order food online
Tab 5.4
Daily 3 3.20%
Weekly 37 36.50%
Fortnight 20 20.20%
Monthly 40 40.10%
Total 100 100%
Diagram showing the different intervals at which people order food online.
PERCENTAGE
Daily Weekly Fortnight Monthly
3%
40%
37%
20%
Interpretation:
The above pie diagram gives us a clear view on how often people order food online and we can
see that most of them order food monthly (40%), and some respondents are seen ordering weekly
(37%), where takers of daily and fortnight are comparatively few in number (20% & 3%).
37
PRESIDENCY COLLEGE
Table showing the preferred mode of ordering food
Tab 5.5
OPTIONS NO OF PERCENTAGE
RESPONDENTS
Mobile App 80 80%
Web Based 20 20%
Others 0 0%
Total 100 100%
Diagram showing preferred mode of ordering food.
PERCENTAGE
Mobile App Web based Others
0%
20%
80%
Interpretation:
In the above pie diagram we can see the preference of the respondents through which they prefer
to order food online and almost 80% of the respondents prefer to order food through mobile
based applications and the rest 20% prefer Web. Which tells us that the usage of apps is more as
it is more easy and time saving.
38
PRESIDENCY COLLEGE
Table showing responses of service provider giving more offers & promotions
Tab 5.6
RESPONDENTS
Zomato 53 53%
Swiggy 40 40%
Others 7 7%
Total 100 100%
Diagram showing which service provider offers more offers & promotions.
PERCENTAGE
7%
40% 53%
Interpretation:
The above pie diagram shows that Zomato provides more offers, discounts and promotions
compared to its rival Swiggy, where in both stand at different levels where is Zomato has 53%,
Swiggy has 40% and the others having 7%, considerably Zomato is the best in giving offers and
promotions.
39
PRESIDENCY COLLEGE
Table showing the amount of money spent on ordering food by respondents
Tab 5.7
RESPONDENTS
<150 19 19%
<250 32 32%
<500 34 34%
More than 500 15 15%
Total 100 100%
Diagram showing the approximate amount spent on ordering food online.
PERCENTAGE
<150 <250 <500 More than 500
15% 19%
34%
32%
Interpretation:
The above pie diagram showing the amount of money spent on ordering food gives us a clear
picture as to 32 to 34 % of the respondents spend around 250 to 500 and the rest 19% of them
who spend around 150 and the remaining 15% being those who order more than 500.
40
PRESIDENCY COLLEGE
Table showing the response of which is offering better customer service.
Tab 5.8
RESPONDENTS
Zomato 47 47%
Swiggy 49 49%
Others 4 45%
Total 100 100%
Diagram showing which service provider offers better customer service.
PERCENTAGE
4%
47%
49%
Interpretation:
The above pie diagram shows us the best service provider where in most of the respondents have
opted for Swiggy at 49% saying that it provides better customer service compared to Zomato at
47% and others at 4%. The best customer service provider will always lead the market.
41
PRESIDENCY COLLEGE
Table showing the responses considering which has more tie ups with
restaurants.
Tab 5.9
RESPONDENTS
Zomato 45 45%
Swiggy 53 53%
Others 2 2%
Total 100 100%
Diagram showing the restaurants which has the most number of tie-ups.
PERCENTAGE
2%
45%
53%
Interpretation:
The most important thing is on having a lot of tie ups with restaurants which will attract more
customers, the above pie diagram shows that Swiggy has more tie ups with most of the
restaurants i.e. 53%, Zomato having around 45% and others being 2%.
42
PRESIDENCY COLLEGE
Table showing the time taken by the respondents to place an order

successfully.
Tab 5.10
SL.NO OPTIONS PERCENTAGE

1 5-10 mins 56%
2 15-20 mins 34%
3 25-30 mins 10%
Diagram showing the time taken to place an order by the respondents.
PERCENTAGE
5 to 10 mins 15 to 20 mins 25 to 30 mins
10%
34%
56%
Interpretation:
As per the collected data, majority of the respondents take 5 to 10 minutes to place an order
successfully i.e., 56% of them. 34% of the respondents take 15-20 mins to place the order and
the remaining 10% take 25-30 mins. This indicates almost all orders are place within 5 to 10
mins which in turn saves a lot of time for the customers.
43
PRESIDENCY COLLEGE
Table showing the amount of time taken for an order to be delivered.
Tab 5.11
SL.NO TIME PERCENTAGE

1 15-20 mins 3%
2 25-30 mins 46%
3 35-40 mins 42%
4 More than 40 mins 9%
Diagram showing the time take for an order to be delivered.
PERCENTAGE
15 to 20 mins 25 to 30 mins 35 to 40 mins More than 40 mins
9% 3%
46%
42%
Interpretation:
The above pie diagram shows the responses of the customers on the time taken to deliver the
food, where in the normal delivery time being 30 to 40 mins, we can see that the food being
delivered before the give time i.e. within 25 to 30 mins at 46%, 35 to 40 mins at 46% and faster
delivery of 3% which is between 15 to 20 mins and sometimes taking more than 40 mins at 9%.
This indicates the food being delivered on time mostly.
44
PRESIDENCY COLLEGE
Table showing the number of respondents who prefer ordering food online
than going to the restaurant.
Tab 5.12
SL.NO CHOICES PERCENTAGE OF

RESPONDENTS
1 Yes 37%
2 No 37%
3 May be 26%
Diagram showing the preference of respondents who prefer going to

restaurants or order food online.
PERCENTAGE
Yes No Maybe
26%
36%
38%
Interpretation:
As per the collected data, there has been an equal share between the respondents as to they prefer
going to restaurants than online ordering i.e. 37%, we can see that people prefer both
simultaneously. The remaining 26% are those respondents who may or may not prefer.
45
PRESIDENCY COLLEGE
Table showing the comparison of menu selection between Zomato & Swiggy
among the respondents.
Tab 5.13
RATINGS ZOMATO SWIGGY

1 0 0
2 4% 1%
3 21% 27%
4 47% 52%
5 28% 20%
MENU SELECTION
0.6
52%
0.5 47%
0.4
28% Zomato
0.3 27%
Swiggy
21% 20%
0.2
0.1
4%
0 1%
0
1 2 3 4 5
Interpretation:
Majority of the respondents have preferred menu of Swiggy being better and 52% of the
respondents have rated 4, 5 being excellent. And 47% of the respondents have rated 4 to Zomato
having a better menu selection. On average we can assume that both the apps menu selection is
good.
46
PRESIDENCY COLLEGE
Table showing the comparison between zomato’s and swiggy’s delivery

services among the respondents.
Tab 5.14

1 0 0
2 5% 4%
3 18% 17%
4 46% 52%
5 31% 27%
DELIVERY PROCESS
60%
52%
50% 46%
40%
31%
30% 27% Zomato
Swiggy
20% 18% 17%
10%
5% 4%
0% 0%
0%
1 2 3 4 5
Interpretation:
The bar diagram shows that Swiggy is preferably the better service provider when it comes to
delivery process where it 52% have given 4 ratings to Swiggy where in Zomato having 46% and
when it comes to 5 ratings Zomato is rated more compared to Swiggy i.e. 31% and 27%.
47
PRESIDENCY COLLEGE
Table showing the comparison between Zomato and Swiggy ordering process
as to which is convenient among the respondents.
Tab 5.15

1 0 0
2 3% 2%
3 22% 25%
4 51% 50%
5 24% 23%
ORDERING PROCESS
60%
51% 50%
50%
40%
30% Zomato
25% 24% 23%
22% Swiggy
20%
10%
3% 2%
0% 0%
0%
1 2 3 4 5
Interpretation:
The above bar diagram shows us the different levels of rating of respondents in terms of ordering
food, this shows that Zomato is rated more compared to Swiggy i.e. 51% & 24% at 4 and 5
rating.
48
PRESIDENCY COLLEGE
Table showing the preference of the respondents as to if they would like to

order food in advance for a scheduled time later that day.
Tab 5.16
PREFERENCES PERCENTAGE OF RESPONDENTS

Yes, definitely 41%
Yes 33%
No 13%
Not sure 13%
Diagram showing the percentage of respondents who preferred ordering food

in advance.
PERCENTAGE
Yes, definitely Yes No Not sure
13%
13% 41%
33%
Interpretation:
Given the choice to order food in advance for a scheduled time the same day, respondents have
mostly preferred the option where in 74% of the said yes and the remaining 13% which were
both no and not sure, but this gives us a clear view that most of them do like the option of
ordering food in advance.
49
PRESIDENCY COLLEGE
Table showing the opinion of respondents as to they would suggest others to

opt for online ordering of food.
Tab 5.17
CHOICES PERCENTAGE OF RESPONDENTS

Yes 61%
No 9%
May be 30%
Diagram showing the percentage of respondents who would suggest online

ordering food services to others.
PERCENTAGE
Yes No Maybe
30%
61%
9%
Interpretation:
As the preference of people opting for online ordering of food is increasing, I wanted to know
they would suggest others to opt for this service and almost 61% of the respondents chose to
suggest others and 30% of the respondents were not sure if they would and the rest 5% of the
respondents said no.
50
PRESIDENCY COLLEGE
CHAPTER 6
KEY FINDINGS AND
CONCLUSION
51
PRESIDENCY COLLEGE
6.1 FINDINGS:
 As per my study I could clearly see that almost 97% of the respondents choose to order
food online which says that most of the people prefer to order food online where in only a
few respondents did not prefer to order food online.
 I could analyze preference of customer towards online food delivery aggregators, where
in 42% prefer Zomato, 50% prefer Zomato and the rest 8% prefer other aggregators. This
shows the preference of customers towards various aggregators available in the market.
 It gives us a clear picture that most of them prefer to order lunch & dinner which stands
at 37% & 36%, and it also shows that 18% prefer ordering snacks and the remaining have
opted for breakfast which shows that the demand is more for lunch and dinner.
 Through this I could analyze how often people order food online and we can see that
most of them order food monthly (40%), and some respondents are seen ordering weekly
(37%), where takers of daily and fortnight are comparatively few in number (20% & 3%).
 The mode through which customers prefer to order food online and almost 80% of the
respondents prefer to order food through mobile based applications and the rest 20%
prefer Web. Which tells us that the usage of apps is more as it is more easy and time
saving.
 Zomato provides more offers, discounts and promotions compared to its rival Swiggy,
where in both stand at different levels where is Zomato has 53%, Swiggy has 40% and
the others having 7%, considerably Zomato is the best in giving offers and promotions.
 This gave me an insight on the money spent on ordering food where in 32 to 34 % of the
respondents spend around 250 to 500 and the rest 19% of them who spend around 150
and the remaining 15% being those who order more than 500.
 The best customer service provider will always lead the market. The best customer
service provider where in most of the respondents have opted for Swiggy at 49% saying
that it provides better customer service compared to Zomato at 47% and others at 4%.
 I have analyzed which aggregator has the most important no of tie ups and it is the most
important having a lot of tie ups with restaurants which will attract more customers,
52
PRESIDENCY COLLEGE
Swiggy has more tie ups with most of the restaurants i.e. 53%, Zomato having around
45% and others being 2%.
 This online food delivery services saves on a lot of time and is a ease when placing
orders. The time taken by respondents 5 to 10 minutes to place an order successfully i.e.,
56% of them. 34% of the respondents take 15-20 mins to place the order and the
remaining 10% take 25-30 mins. This indicates almost all orders are place within 5 to 10
mins which in turn saves a lot of time for the customers.
 The respondents prefer both going to restaurants and online ordering i.e. 37%, we can see
that people prefer both simultaneously. The remaining 26% are those respondents who
may or may not prefer.
 Given the choice to order food in advance for a scheduled time the same day, respondents
have mostly preferred the option where in 74% of the said yes and the remaining 13%
which were both no and not sure, but this gives us a clear view that most of them do like
the option of ordering food in advance.
6.2 CONCLUSION
The change in the standard of living of the people, increasing disposable income of people and
the busy schedule has changed the life of people and their eating habits, where in people used to
prefer cooking food than going to restaurants or ordering food but now things have changed
where in most of the people have got addicted to online ordering of food and prefer to order food
instead of cooking mostly the young crowd, working professionals and people who don’t like to
cook or don’t know to cook have started taking the at most use of these apps.
Online food delivery services have made the life of individuals much easier and convenient
where in they can save on a lot of time and energy. With the rise of these services there is no
need to call the restaurants for placing orders, there is no need to wait for a long time, through
this you can order your choice of food from your choice of restaurant anytime, anyplace and
from anywhere.
53
PRESIDENCY COLLEGE
CHAPTER 7
RECOMMENDATIONS
54
PRESIDENCY COLLEGE
7.1 SUGGESTIONS AND RECOMMENDATIONS
I would recommend both Zomato and Swiggy the following things:
 These food aggregator services are only popular in few cities, then need to expand into
other markets and explore the unexplored cities.
 Try different ways of delivery like: Drone delivery, Railway station delivery etc.
 Understand the needs and wants of customers.
 Understand the choice, taste and preference of customers.
 Provide proper quality and efficient training to its staff.
 Takeover or acquire other food delivery aggregators who are not doing well in the
market.
 Conduct R&D on regular basis to see which yield benefits.
 Attract customers by providing new offers, promos and schemes.
 Be aware of the competitors.
 Come up with ways to retain the existing customers.
55
PRESIDENCY COLLEGE
SUPPORTING DOCUMENTS
56
PRESIDENCY COLLEGE
ANNEXURE
Dear Sir/Madam,
This questionnaire was prepared to gather data for the project work
undertaken as a partial fulfillment for the award of MBA 2017-19 under Bangalore
University. The area of study is related to “COMPARATIVE STUDY ON
AGGREGATOR FOOD DELIVERY SERVICES IN INDIA: SWIGGY &
ZOMATO.
QUESTIONNAIRE
1. Do you order food online?

a. Yes b. No
2. If yes, from which do you prefer?

a. Zomato b. Swiggy c. Others
3. How often do you order food online?

a. Daily b. Weekly c. Fortnight d. Monthly
4. Which meal do you typically order online?

a. Breakfast b. Lunch c. Snacks d. Dinner
5. In general, how do you prefer to order food?

a. Over the mobile app b. Over the web c. Others
6. What is the approximate money you spend on ordering food each time?
a. <150 b. <250 c. <500 d. More than 500
57
PRESIDENCY COLLEGE
7. According to you which service provider gives more offers and promotions?
8. Which among these provide better customer service?

9. Which service provider has more tie ups with restaurants?

10. How long does it usually take to place an order successfully?

a. 5-10 minutes b. 15-20 minutes c. 25-30 minutes
11. How long does it usually take for the order to be delivered?
a. 15-20 minutes b. 25-30 minutes c. 35-40 minutes d. More than 40 minutes
12. Do you prefer online ordering of food than going to the restaurant?
a. Yes b. No c. Maybe
13. Please rate various aspects of Zomato in terms of :
Menu selection:
Particulars 1 2 3 4 5
Poor
Excellent
Ordering process:
Poor
Excellent
58
PRESIDENCY COLLEGE
Delivery services:
Poor
Excellent
14. Please rate various aspects of Swiggy in terms of :
Menu selection:
Poor
Excellent
Ordering process:
Poor
Excellent
Delivery services:
Poor
Excellent
15. Would you like the option of ordering food in advance for a schedule time later that day?
a. Yes, definitely b. Yes c. No d. Not sure
16. Would you suggest others to opt. for ordering food online?
a. Yes b. No c. Maybe
17. If yes, which could you suggest and why?

---------------------------------------------------------
59
PRESIDENCY COLLEGE
PROGRESS REPORT – 1
Sl No Particulars Details
1 Name of the student Advaith D
2 Registration number 17YACMD005
3 Name of college guide Dr. R Venkataraman
4 Title of the Project A COMPARATIVE STUDY ON
AGGREGATOR FOOD DELIVERY
SERVICES ZOMATO AND SWIGGY
5 Progress Report: A brief note Meeting with internal guide: For topic
reflecting, numbers of meeting with selection, guidance and further commencement
guides, place visited, libraries visited, of the project.
books referred, Meeting with the 25-10-2018, 29-10-2018, 30-10-2018,
persons, activities taken up, 19-11-2018;
preparation done for collection and Places visited: College Library.
analysis of data etc. Books Referred: Consumer Behavior by
Michael R Solomon-1992, published by
Pearson Edu India.
Strategic Marketing by Alexander Chernev-
2006, published by Brightitas Media, Inc.
Websites:
www.zomato.com, http://www.freebookspot.es
http://b-ok.org
www.swiggy.com
Activities taken up for collection and
analysis of data:
Identification of the research gap and
Preparation of Questionnaire.
Date: 28/11/2018
Place: Bangalore
60
PRESIDENCY COLLEGE
PROGRESS REPORT – 2
Sl No Particulars Details
1 Name of the student Advaith D
2 Registration number 17YACMD005
3 Name of college guide Dr. R Venkataraman
4 Title of the Project A COMPARATIVE STUDY ON
AGGREGATOR FOOD DELIVERY
SERVICES: ZOMATO AND SWIGGY
5 Progress Report: A brief note Meeting with internal guide: 03-12-2018
reflecting, numbers of meeting with For further guidance and advice on progress of
guides, place visited, libraries visited, the project.
books referred, Meeting with the Places visited: College Library.
persons, activities taken up, Books Referred: Consumer Behavior by
preparation done for collection and Michael R Solomon-1992, published by
analysis of data etc. Pearson Edu India.
Strategic Marketing by Alexander Chernev-
2006, published by Brightitas Media, Inc.
Websites:
www.zomato.com, http://www.freebookspot.es
www.swiggy.com
Working on: Further progress on chapters
along with accumulation of data from
respondents, followed by the analysis and
calculation (data interpretation).
Date: 12/12/2018
Place: Bangalore
61
PRESIDENCY COLLEGE
REFERENCES
62
PRESIDENCY COLLEGE
BIBLOGRAPHY
BOOKS REFERRED:
 Consumer Behavior by Michael R Solomon-1992, published by Pearson Edu India.

 Strategic Marketing by Alexander Chernev-2006, published by Brightitas Media, Inc.
WEBSITES REFERRED:
 www.zomato.com
 http://www.freebookspot.es
 http://b-ok.org
 www.swiggy.com
 https://www.projectguru.in/publications/category/marketing-1/consumer-behavior/
63
PRESIDENCY COLLEGE

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COMPARATIVE STUDY ON AGGREGATOR FOOD DELIVERY SERVICES IN INDIA: ZOMATO & SWIGGY

COMPARATIVE STUDY ON AGGREGATOR FOOD

DELIVERY SERVICES IN INDIA:

ZOMATO & SWIGGY

MASTER OF BUSINESS ADMINISTARTION from

Submitted By: ADVAITH D

Reg No: 17YACMD005

Under the guidance of:

I hereby declare that “COMPARATIVE STUDY ON AGGREGATOR FOOD DELIVERY

Place: Bangalore Name: ADVAITH D

Date: Registration Number

DECLARATION BY THE GUIDE

This is to certify that the project report “COMPARATIVE STUDY ON AGGREGATOR

Name: ADVAITH D Signature

SL NO. TITLE PAGE

2 BACKGROUND AND OBJECTIVES 7-16

3 TRAINING METHODS AND ACTIVITIES 17

4 LEARNING OUTCOMES 18-19

5 DATA ANALYSIS AND INTERPRETATION 20-36

6 KEY FINDINGS AND CONCLUSION 37-38

8 SUPPORTING DOCUMENTS 40-42

TABLE PARTICULARS PAGE

5.2 Table showing the preferences of the respondents towards 21

5.3 Table showing the preferred meal they wish to order 22

5.4 Table showing the intervals in which people order food 23

5.5 Table showing the preferred mode of ordering food 24

5.6 Table showing responses of service provider giving more 25

5.7 Table showing the amount of money spent on ordering 26

5.8 Table showing the response of which is offering better 27

5.9 Table showing the responses considering which has more 28

5.10 Table showing the time taken by the respondents to place 29

5.11 Table showing the amount of time taken for an order to be 30

5.12 Table showing the number of respondents who prefer 31

5.13 Table showing the comparison of menu selection between 32

5.14 Table showing the comparison between zomato’s and 33

5.15 Table showing the comparison between Zomato and 34

E-commerce can be classified into six types:

1.2 Online Food Delivery Industry:

There are three categories of players in this market:

Key growth factors of online food delivery industry:

a) High rate of throwaway income and deeper internet diffusion of customers.

 Food delivery to the door step of the customer

 Easy accessibility and convenient

 Various payment options

 Attractive offer, discounts, rewards and cash backs.

Top most popular food delivery services in India are:

The Platform-to-Consumer Delivery platform concentrates on online delivery services that

Values followed by Zomato:

HIGHLIGHTS OF THE ZOMATO DELIVERY SERVICE

SWOT ANALYSIS OF ZOMATO

 Uncertain Research and Development outcomes, sometimes if the predictions of the

Values followed by the Swiggy:

 Customers come first.

BENEFITS SWIGGY EMPLOYEES RECEIVE

 Swiggy provides personal accident insurance.

 Lightning fast deliveries

 To analyze the Technological competitive edge between Zomato & Swiggy.

 To study the Challenges faced by Zomato & Swiggy.

 To understand the consumer preference towards online food delivery services.

 To analyze the Service competitive edge between Zomato & Swiggy.

 It is important to understand the consumer behavior towards food delivery services.

 To understand the mindset of consumers and provide satisfactory customer service.

 To understand the consumer need and wants.