Zomato Delivery Partners' Perception Study

A PERCEPTION STUDY ON ZOMATO BY THE DELIVERY
PARTNERS/BOYS IN BANASHANKARI, BANGALORE
Project submitted in partial fulfillment of the requirement for the award of the degree of
3rd SEM
MASTER OF BUSSINESS ADMINISTRATION
OF
BANGALORE UNIVERSITY
By
KISHAN
Reg. No.18TUCMD031
Under the guidance of

Dr Sagar G
CANARA BANK SCHOOL OF MANAGEMENT STUDIES

JNANA BHARATHI CAMPUS
BANGALORE UNIVERSITY
2019-2020
DECLARATION BY THE STUDENT
I here declare that “A PERCEPTION STUDY ON ZOMATO BY THE

DELIVERY PARTNERS/BOYS IN BANASHANKARI BANGALORE” is the
result of the project work carried out by under the guidance of Dr SAGAR G in
partial fulfillment for the award of Master in Business Administration by
Bangalore University.
I also declare that this project is the outcome of my own efforts and that it has not
been submitted to any other university or institute for the award of any other
Degree or diploma or certificate.
Place: Name: KISHAN
Date: Register number: 18TUCMD031

CERTIFICATE OF ORIGINALITY
This is to certify that the Mini project titled “A PERCEPTION STUDY ON

ZOMATO BY THE DELIVERY PARTNERS/BOYS IN BANASHANKARI
BANGALORE” is an original work of Mr. Kishan bearing University Register
Number :18TUCMD031 and is being submitted in partial fulfillment for the award
of the Master’s Degree in Business administration of Bangalore University. The
report has not been submitted earlier either to this University/Institution for the
fulfillment of the requirement of a course of study. Mr. Kishan is guided by
Dr. Sagar G. who is the Faculty Guide as per the regulations of Bangalore
University.
Signature of Director/Principal/HOD
GUIDE CERTIFICATE
This is to certify that the project report “A PERCEPTION STUDY ON

ZOMATO BY THE DELIVERY PARTNERS/BOYS IN BANASHANKARI
BANGALORE” submitted by KISHAN (18TUCMD031) to Bangalore
University, for the partial fulfillment of Degree of Master of business
administration is a record of work carried out by him under my guidance.
Place: Bangalore Guide
Date: Dr. SAGAR.G
Signature:
ACKNOWLEDGEMENT
It is with great pleasure I take this opportunity to acknowledge and express my

gratitude to all those who helped me throughout my project work.
I proudly utilize the opportunity to express my heart full thank to Dr.Y. Nagaraju,
Dean & Director, Canara bank School of management studies, Bangalore.
My Special thanks to faculty guide. Dr. Sagar G, Canara bank School of

management studies, who has helped me in completing my report through her
constant encouragement and suggestions.
I thank all other faculty members of Canara bank School of management studies
for their continuous support in carrying out this project report.
I offer my humble and sincere thanks to my beloved parents who are the never
ending source of inspiration to me.
Kishan
Name of student
Table of contents
SERIAL PARTICULARS PAGES
NO. NO.
1 INTRODUCTION 1-20
2 INDUSTRY PROFILE 21-25
3 COMPANY PROFILE 26-32
4 RESEARCH 33-36
METHODOLOGY
5 DATA ANALYSIS AND 37-58

INTERPRETATION
6 FINDINGS,SUGGESTIONS 59-62
AND CONCLUSION
7 BIBLIOGRAPHY & 62
ANNEXURE
List of Tables
Table Description Page
No. No.
5.1 Table showing gender level of delivery partners/boys 39
5.2 Table showing the age group of delivery partners/boys 40
5.3 Table showing qualification level of delivery partners/boys 41
5.4 Table showing experience level of delivery partners/boys 42
5.5 Table showing insurance coverage of delivery 43
partners/boys
5.6 Table showing salary full time (pm) of delivery 44
partners/boys
5.7 Table showing part time (pm) of delivery partners/boys 45
5.8 Table showing working hours full time (in day) of 46
delivery partners/boys
5.9 Table showing working hours part time (in day) of 47
5.10 Table showing providing bike to the delivery partners/boys 48
5.11 Table showing petrol allowance separately or it’s included 49
in the salary of delivery partners/boys
5.12 Table Showing a night safety of delivery partners/boys 50
5.13 Table showing a minimum number of orders to achieve 51
the target delivery’s (PD) of delivery partners/boys
5.14 Table showing a weekend off for delivery partners/boys 52
5.15 Table showing deliveries on time during the peak traffic 53
hours by the delivery partners/boys
5.16 Table showing a career growth of delivery partners/boys 54
5.17 Table showing a packing quality of food from the 55
restaurant side by the delivery partners/boys
5.18 Table showing a customer cancels the order, what’s the 56
further process by the delivery partners/boys
5.19 Table showing incentives along with daily wages of 57
5.20 Table showing a perception toward zomato by the delivery 58
partners/boys
List of Graph
Graph Description Page
No. No.
5.1 Graph showing gender level of delivery partners/boys 39
5.2 Graph showing the age group of delivery partners/boys 40
5.3 Graph showing qualification level of delivery partners/boys 41
5.4 Graph showing experience level of delivery partners/boys 42
5.5 Graph showing insurance coverage of delivery 43
partners/boys
5.6 Graph showing salary full time (pm) of delivery 44
partners/boys
5.7 Graph showing part time (pm) of delivery partners/boys 45
5.8 Graph showing working hours full time (in day) of 46
5.9 Graph showing working hours part time (in day) of 47
5.10 Graph showing providing bike to the delivery partners/boys 48
5.11 Graph showing petrol allowance separately or it’s included 49
in the salary of delivery partners/boys
5.12 Graph Showing a night safety of delivery partners/boys 50
5.13 Graph showing a minimum number of orders to achieve 51
the target delivery’s (PD) of delivery partners/boys
5.14 Graph showing a weekend off for delivery partners/boys 52
5.15 Graph showing deliveries on time during the peak traffic 53
hours by the delivery partners/boys
5.16 Graph showing a career growth of delivery partners/boys 54
5.17 Graph showing a packing quality of food from the 55
restaurant side by the delivery partners/boys
5.18 Graph showing a customer cancels the order, what’s the 56
further process by the delivery partners/boys
5.19 Graph showing incentives along with daily wages of 57
5.20 Graph showing a perception toward zomato by the delivery 58
partners/boys
A perception study on Zomato by the delivery partners/boys in Banashankari ,Bangalore
CHAPTER-1
INTRODUCTION
Canara Bank School of Management Studies

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1.1 Food industry in world

The term food industries covers a series of industrial activities directed at the processing,
conversion, preparation, preservation and packaging of foodstuffs (see table 1.1). The raw
materials used are generally of vegetable or animal origin and produced by agriculture,
farming, breeding and fishing.
Table 1.1 the food industries, their raw materials and processes
Industry Materials Storage Processing Preserving Packaging of

processed requirements techniques techniques finished
products
Meat Beef, lamb, Cold stores Slaughtering, Salting, Loose or in

processing pork, cutting up, smoking, cans, cardboard
and poultry boning, refrigeration,
preserving comminuting, deep-freezing,
cooking sterilization
Fish All types of Cold stores or Heading, Deep- Loose in

processing fish salted loose or gutting, freezing, refrigerated
in barrels filleting, drying, containers or in
cooking smoking, cans
sterilization
Fruit and Fresh fruit Processed Blanching or Sterilization, Bags, cans or
vegetable and immediately; cooking, pasteurization, glass or plastic
preserving vegetables fruits may be grinding, drying, bottles
stabilized with vacuum- dehydration,
sulphur concentration lyophilization
dioxide of juices (freeze-
drying)
Milling Grains Silos may be Grinding, Drying Silos
fumigated in sifting, cooking or (conveyed

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storage milling, baking pneumatically),

rolling sacks or bags
to other
processes, or
boxed for retail
trade
Baking Flour and Silos, super Kneading, Baking, Packaged for
other dry sacks and bags fermentation, cutting surface wholesale
goods, laminating treatments and trades,
water, oils surface packaging restaurants and
treatments of retail markets
seasoning
Biscuit Flour, Silos, super Mixing, Baking, Bags, boxes for
making cream, sacks and bags kneading, cutting surface institutional
butter, laminating treatments and and retail
sugar, fruit moulding packaging trades
and
seasoning
Pasta Flour, eggs Silos Kneading, Drying Bags, packets
manufacture grinding,
cutting,
extrusion or
moulding
Sugar Sugar beet, Silos Crushing, Vacuum Bags, packets
processing sugar cane maceration, cooking
and refining vacuum
concentration,
centrifuging,
Chocolate Cocoa bean Silos, sacks, Roasting, - Packets
making and sugar, fats conditioned grinding,
confectionery chambers mixing,
conching,

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moulding
Brewing Barley, hops Silos, tanks, Grain milling, Pasteurization Bottles, cans,
conditioned malting, barrels
cellars brewing, filter
pressing,
fermentation
Milk and milk Fruit, grain, Silos, tanks, Distillation, Pasteurization Barrels,
products carbonated vats blending, bottles, cans
processing water aeration
Processing of Milk, sugar, Immediate Skimming, Pasteurization, Bottles, plastic

oils and fats other processing; churning sterilization or wrapping,
constituents subsequently (butter), concentration, boxes (cheese)
in ripening coagulation desiccation or unpacked
vats, (cheese),
conditioned ripening
vats, cold store
Processing of Groundnuts, Silos, tanks, Milling, Pasteurization Bottles,

oils and fats olives, cold stores solvent or where packets, cans
dates, other steam necessary
fruit and extraction,
grain, filter pressing
animal or
vegetable
fats

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The food industry today has become highly diversified, with manufacturing ranging from
small, traditional, family-run activities that are highly labor intensive, to large, capital-
intensive and highly mechanized industrial processes. Many food industries depend almost
entirely on local agriculture or fishing. In the past, this meant seasonal production and hiring
of seasonal workers. Improvements in food processing and preservation technologies have
taken some of the pressure off workers to process food quickly to prevent spoilage. This has
resulted in a decrease in seasonal employment fluctuations. However, certain industries still
have seasonal activities, such as fresh fruit and vegetable processing and increases in
production of baked goods, chocolate and so forth for holiday seasons. Seasonal workers are
often women and foreign workers.
The world’s food product output has been increasing. World exports of food products in 1989
totaled us$290 billion, a 30% increase over 1981. Industrialized market economy countries
had a 67% share of this export. Much of this increase can be attributed to an increased
demand for processed food and drink, especially in developing countries where the market
has not yet been saturated.
This increase in output of food and drink products, however, has not resulted in increased
employment because of intensified competition, which has resulted in decreased employment
in many food industries, especially in industrialized countries. This is due to increased
productivity and mechanization in many of these industries.
Demographic pressure, uneven distribution of agricultural resources and the need to insure
preservation of food products to facilitate their better distribution explain the rapid technical
evolution in the food industries. Constant economic and marketing pressures drive the
industry to provide new and different products for market, while other operations may make
the same product in the same way for decades. Even highly industrialized facilities often
resort to seemingly archaic techniques when starting new products or processes. In practice,
to satisfy population requirements, there is a need not only for a sufficient quantity of
foodstuffs, which presupposes an increase of production, but also strict control of sanitation
to obtain the quality essential to maintain the health of the community. Only modernization
of techniques justified by production volumes in a stable production environment will
eliminate manual handling hazards. In spite of the extreme diversity of the food industries,
the preparation processes can be divided into handling and storage of raw materials,
extraction, processing, preservation and packaging.
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1.2 Handling and storage
Manipulation of the raw materials, the ingredients during processing and the finished
products is varied and diverse. The current trend is to minimize manual handling by
mechanization, through “continuous processing” and automation. mechanical handling may
involve: self-propelled in-plant transport with or without palletization or super or bulk sacks
(often containing several thousand pounds of dry powder material); conveyor belts (e.g., with
beets, grain and fruit); bucket elevators (e.g., with grain and fish); spiral conveyors (e.g., with
confectionery and flour); air fluming (e.g., for unloading grain, sugar or nuts and for transport
of flours).
Storage of raw materials is most important in a seasonal industry (e.g., sugar refining,
brewing, grain processing and canning). It is usually done in silos, tanks, cellars, bins or cold
stores. Storage of the finished products varies according to their nature (liquid or solid), the
method of preserving and the method of packaging (loose, in sack or super sack, in bundles,
boxes or bottles); and the respective premises must be planned to suit the conditions of
handling and preserving (traffic aisles, ease of access, temperature and humidity suited to
product, cold-storage installations). Commodities may be held in oxygen-deficient
atmospheres or under fumigation while in storage or just before shipment .
1.3 Extraction
To extract a specific food product from fruit, cereals or liquids, any of the following methods
may be used: crushing, pounding or grinding, extraction by heat (direct or indirect),
extraction by solvents, drying and filtration.
Crushing, pounding and grinding are usually preparatory operations—for example, the
crushing of cocoa beans and the slicing of sugar beet. In other cases it may be the actual
extraction process, as in flour milling.
Heat can be used directly as a means of preparation by extraction, as in roasting (e.g., cocoa,
coffee and chicory); in manufacturing it is usually used directly or indirectly in the form of
steam (e.g., extraction of edible oils or extraction of sweet juice from thin slices of beet in the
sugar industry).

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Oils can be extracted equally well by combining and mixing the crushed fruit with solvents
that are later eliminated by filtering and reheating. The separation of liquid products is carried
out by centrifuging (turbines in a sugar refinery) or by filtering through filter presses in
breweries and in oil and fat production.
1.4 Production Processes
Operations in processing food products are extremely varied and can be described only after
the individual study of each industry, but the following general procedures are used:
fermentation, cooking, dehydration and distillation.
Fermentation, obtained usually by the addition of a micro-organism to the previously

prepared product, is practiced in bakeries, breweries, the wine and spirits industry and the
cheese products industry.
Cooking occurs in many manufacturing operations: canning and preserving of meat, fish,
vegetables and fruits; ready-to-serve meat-processing plants (e.g., chicken nuggets); in
bakeries, biscuit making, breweries; and so on. In other cases, cooking is done in a vacuum-
sealed container and produces a concentration of the product (e.g., sugar refining and tomato-
paste production).
Besides the drying of products by the sun, as with many tropical fruits, dehydration can be
carried out in hot air (fixed dryers or drying tunnels), by contact (on a drying drum heated by
steam, such as in the instant-coffee industry and the tea industry), vacuum drying (often
combined with filtering) and lyophilization (freeze drying), where the product is first frozen
solid and then dried by vacuum in a heated chamber.
Distillation is used in the making of spirits. The fermented liquid, treated to separate grain or
fruit, is vaporized in a still; the condensed vapour is then collected as liquid ethyl alcohol.

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1.5 Preservation Processes
It is important to prevent any deterioration of food products, as much for the quality of the
products as for the more serious risk of contamination or threat to the consumers’ health.
There are six basic methods of food preservation:
1. Radiation sterilization
2. Antibiotic sterilization
3. Chemical action
4. Dehydration
5. Refrigeration.
Briefly, the first three methods destroy microbial life; the latter merely inhibit growth. Raw
ingredients such as fish and meat, fruit or vegetables are taken fresh and preserved by one of
the above methods, or a mixture of different foods are processed to form a product or dish,
which is then preserved. Such products include soups, meat dishes and puddings.
Food preservation goes back to the last Ice Age, about 15,000 BC, when Cro-Magnon
humans discovered for the first time a way of preserving food by smoking it. The evidence
for this lies in the caves at Les Eyzies in the Dordogne in France, where this way of life is
well portrayed in carvings, engravings and paintings. From then to the present day, although
many methods have been used and still are, heat remains one of the principal cornerstones of
food preservation.
High-temperature processes can destroy bacteria, depending on the cooking temperature and
duration. Sterilization (mainly used in canneries) involves submitting the already canned
product to the action of steam, generally in a closed container such as an autoclave or
continuous cooker. Pasteurization—the term is particularly reserved for liquids such as fruit
juice, beer, milk or cream—is carried out at a lower temperature and for a short time.
Smoking is carried out mainly on fish, ham and bacon, assuring dehydration and giving a
distinctive flavor.

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Ionizing radiation sterilization is used heavily on spices in some countries to reduce wastage
and spoilage. “Radiation pasteurization” using much lower doses enables the refrigerated
shelf life of many foods to be considerably extended. However, sterilizing canned foods with
radiation requires such high dosage that unacceptable flavors and odours result.
Ionizing radiation has two other well recognized uses in the food industry—the screening of
food packs for foreign matter and monitoring to detect under filling.
Microwave sterilization is another type of electromagnetic emission that is currently finding

use in the food industry. It is used for rapidly thawing raw frozen ingredients before further
processing, as well as for heating frozen cooked foods in 2 to 3 minutes. Such a method, with
its low moisture content loss, preserves the appearance and flavor of the food.
Drying is a common preservation process. Sun drying is the oldest and most widely used
method of food preservation. Today foodstuffs may be dried in air, superheated steam, in
vacuum, in inert gas and by direct application of heat. Many types of dryers exist, the
particular type being dependent on the nature of the material, the desired form of finished
product and so on. Dehydration is a process in which heat is transferred into the water in the
food, which is vaporized. The water vapor is then removed.
Low-temperature processes involve storage in a cold store (the temperature determined by the
nature of the products), freezing and deep-freezing, which allows foodstuffs to be preserved
in their naturally fresh state, by various methods of slow or rapid freezing.
With freeze drying, the material to be dried is frozen and placed in a sealed chamber. The
chamber pressure is reduced and maintained at a value below 1 mm Hg. Heat is applied to the
material, the surface ice heats up and the resultant water vapour is drawn off by the vacuum
system. As the ice boundary recedes into the material, the ice sublimes in situ and the water
percolates to the surface through the pore structure of the material.
Intermediate-moisture foods are foodstuffs that contain relatively large amounts of water (5
to 30%) and yet do not support microbial growth. The technology, which is difficult, is a
spin-off from space travel. Open-shelf stability is achieved by suitable control of acidity,
redox potential, humectants and preservatives. Most developments to date have been in foods
for pet animals.

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Whatever the preservation process, the food to be preserved has first to be prepared. Meat
preservation involves a butchery department; fish needs cleaning and gutting, filleting, curing
and so on. Before fruit and vegetables can be preserved they have to be washed, cleaned,
blanched, perhaps graded, peeled, stalked, shelled and stoned. Many of the ingredients have
to be chopped, sliced, minced or pressed.
1.6 Packaging
There are many methods of packaging food, including canning, aseptic packaging and frozen
packaging.
1.7 Canning
The conventional method of canning is based on the original work of Appert in France, for
which in 1810 the French government awarded him a prize of 12,000 francs. He preserved
food in glass containers. In Dart ford, England, in 1812, Donkin and Hall set up the first
cannery using tinned iron containers.
Today the world uses several million tones of tinplate annually for the canning industry, and
a substantial amount of preserved food is packed into glass jars. The process of canning
consists of taking cleaned food, raw or partly cooked but not intentionally sterilized, and
packing it into a can that is sealed with a lid. The can is then heated, usually by steam under
pressure, to a certain temperature for a period of time to allow penetration of the heat to the
centre of the can, destroying the microbial life. The can is then cooled in air or chlorinated
water, after which it is labeled and packed.
Changes in processing have occurred over the years. Continuous sterilizers cause less damage
to cans by impact and allow cooling and drying in a closed atmosphere. Foods can also be
heat preserved in reportable pouches. These are bags of small cross-sectional area made from
laminates of aluminum and heat-sealable plastics. The process is the same as for conventional
canning, but better taste properties are claimed for the products because sterilization times
can be reduced. Very careful control of the retorting process is essential to avoid damage to
the heat seals with subsequent bacterial spoilage.

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1.8 Aseptic packaging
There have been recent developments in the aseptic packaging of food. The process is
fundamentally different from conventional canning. In the aseptic method the food container
and closure are sterilized separately, and the filling and closing are done in a sterile
atmosphere. Product quality is optimal because heat treatment of the foodstuff can be
controlled precisely and is independent of the size or material of the container. Of concern is
employee exposure to the sterilizing agents. It is likely that the method will become more
widely used because overall it should result in energy savings. To date most progress has
been made with liquids and purées sterilized by the so-called HTST process, in which the
product is heated to a high temperature for a few seconds. Developments on particulate
foodstuffs will follow. One likely benefit in food factories will be the reduction of noise if
rigid metallic containers are replaced. Such containers may also cause problems by
contaminating preserved food with lead and tin. These are minimized by new-type two-piece
containers drawn from lacquered tinplate and three-piece containers with welded instead of
soldered side seams.
1.9 Frozen packaging
The frozen food industry utilizes all methods of deep-freezing fresh food at temperatures
below their freezing point, thus forming ice crystals in the watery tissues. The food may be
frozen raw or partially cooked (e.g., animal carcasses or made-up meat dishes, fish or fish
products, vegetables, fruits, poultry, eggs, ready-made meals, bread and cakes). Frozen
perishable products can be transported over long distances and stored for processing and/or
sale when demand arises, and seasonal products can be available at all times.
Food for freezing must be in prime condition and prepared under strict hygienic control.
Packaging materials should be vapour- and aroma-proof and resistant to low temperatures.
The quality of the product depends on the rate of freezing: if too slow, the structure of the
food may be damaged by large ice crystals and enzymatic and microbiological properties
destroyed. Small items, such as shrimps and peas, can be frozen quickly, which makes for an
improvement in quality.

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The various methods of freezing include: air freezing, blast freezing, fluid-bed freezing, and
fluid freezing, contact freezing, liquid-freezing and dehydrate-freezing.
Air freezing in its simplest form involves placing food in trays on shelves in a cold store at
approximately –30 °C for a time varying from a few hours to 3 days, depending on size. Blast
freezing, a more complicated technique, uses a rapidly circulating stream of cold air,
sometimes combined with cold spirals, which removes heat by means of radiation.
Temperatures range between –40 and –50 °C, and the maximum air speed is 5 m/s. Blast
freezing may be carried out in tunnel freezers, often equipped with conveyors to carry the
food through to cold-storage rooms. When the freezer is adjacent to the cold store, the tunnel
is often closed with an air curtain instead of doors.
Fluid-bed freezing is used for chopped or sliced vegetables, peas and so on, which are placed
on a perforated belt through which a stream of air is blown. Each item is coated with ice and
thus retains its shape and separateness. The frozen vegetables may be stored in large
containers and repackaged when needed in small units. In fluid freezing (one of the oldest
known methods) the food, usually fish, is immersed in a strong solution of brine. Salt may
penetrate unwrapped goods and even wrappings, affecting the flavour and hastening
rancidity. This method had declined in use but is now gaining ground again as more effective
plastic wrapping materials are developed. Poultry is frozen by a combination of the fluid- and
air-freezing methods. Each bird, packed in polyethylene or similar material, is first sprayed or
immersed in a fluid to freeze its outer layer; the inside is afterwards frozen in a blast freezer.
Contact freezing is the common method for foodstuffs packed in cartons, which are placed
between hollow shelves through which a cooling fluid is circulated; the shelves are pressed
flat against the cartons, usually by hydraulic pressure.
In liquid-freezing, the product is placed on a conveyor belt which is passed through a tank of
liquid nitrogen (or occasionally liquid carbon dioxide) or through a tunnel where liquid
nitrogen is sprayed. Freezing occurs at a temperature as low as –196 °C, and not every type
of product or wrapping can withstand this cold. Dehydrate-freezing, which removes some of
the water before freezing, is used for certain vegetables and fruits. A considerable reduction
of weight is achieved, involving lower transport, storage and wrapping costs.

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During cold storage, the product must be kept at a temperature of –25 to –30 °C, and good air
circulation must be maintained. Transport of frozen goods has to be in refrigerated wagons,
Lorries, ships and so on, and during loading and unloading, the goods must be exposed to as
little heat as possible. Usually, firms producing frozen food also prepare the raw material, but
sometimes this treatment is carried out in separate establishments. In beef and poultry
operations, carbon dioxide is often used to cool and preserve product during shipping
1.10 Indian Food Industry
The food processing sector is indispensable for the overall development of an economy as it
provides a vital linkage and synergy between the agriculture and industry. It helps to
diversify and commercialized farming; enhance the income of farmers; create markets for
export of agro foods as well as generate greater employment opportunities. Through the
presence of such industries, a wider range of food products could be sold and distributed to
the distant locations.
The term 'food processing' is mainly defined as a process of value addition to the agricultural
or horticultural produce by various methods like grading, sorting and packaging. In other
words, it is a technique of manufacturing and preserving food substances in an effective
manner with a view to enhance their shelf life; improve quality as well as make them
functionally more useful. It covers spectrum of products from sub-sectors comprising
agriculture, horticulture, plantation, animal husbandry and fisheries.
The food processing industry is one of the largest industry in India and is ranked 5th in terms
of production, consumption and export. Earlier, food processing was largely confined to the
food preservation, packaging and transportation, which mainly involved salting, curdling,
drying, pickling, etc. However, over the years, with emerging new markets and technologies,
the sector has widened its scope. It has started producing many new items like ready-to-eat
food, beverages, processed and frozen fruit and vegetable products, marine and meat
products, etc. It also includes establishment of post-harvest infrastructure for processing of
various food items like cold storage facilities, food parks, packaging centre’s, value added
centre’s, irradiation facilities and modernized abattoir.

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The food processing sector comprises of two segments- Primary processed food and Value
added food. Primary segment comprises of packaged fruit and vegetables, milk, flour, rice,
spices etc and constitutes around 62% in value terms of the processed foods. Value added
segment includes processed fruits and vegetables, juices, jam & jelly etc and holds around 38
% share in the total processed food.
In an emerging country like India, where growth with equity is a primary policy thrust, the
optimum development of the food processing sector will contribute significantly in tackling
several developmental concerns such as disguised unemployment in agriculture, rural
poverty, food security, food inflation, improved nutrition, prevention of wastage of food etc.
By serving as a bridge between agriculture and manufacturing and by dealing with a basic
need of all Indian citizens – the assured supply of healthy and affordable food at all locations
in the country, this sector has the potential to be a major driver in India‘s growth in the
coming years. In fact thefood processing sector has been growing faster than the agriculture
sector.
The food processing industry includes a diverse group of companies involved in the
processing of products like fish, meat, milk, crops and water. It includes millions of Small &
Medium Enterprises (SMEs) worldwide and also some of the largest companies in the world.
Many of these companies deliver products directly to consumers, while others specialize in
Business-to-Business activities (ingredients, commodity markets). Some companies directly
participate in all areas of food production, from farming activities through to final production
and retail. Others are concentrated more at the top end of the production chain or buy through
commodity markets.
In fact, Food processing is one of the world‘s largest industries from the perspective of the
number of companies involved in the sector, as well as in terms of its total economic value.
1.11 The sector comprises of the following major areas
Fruits & Vegetables

Beverages, Juices, Concentrates, Pulps, Slices, Frozen & Dehydrated products,
Wine, Potato Wafers/Chips etc.

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Fisheries
Frozen & Canned products mainly in fresh form.
Meat & Poultry

Frozen and packed mainly in fresh form, Egg Powder.
Milk & Dairy

Whole Milk Powder, Skimmed milk powder, Condensed milk, Ice cream, Butter
and Ghee.
Grain and Cereals

Flour, Bakeries, Biscuits, Starch Glucose, Cornflakes, Malted Foods, Vermicelli,
Pasta Foods, Beer and Malt extracts, Grain based Alcohol.
Consumer Industry
Chocolates, Confectionery, Soft/Aerated Beverages/Drinks.
Plantation
Tea, coffee, cashew, cocoa, coconut etc.
1.12 Benefits of Food Processing

Benefits of food processing include toxin removal, preservation, easing marketing and
distribution tasks, and increasing food consistency. In addition, it increases seasonal
availability of many foods, enables transportation of delicate perishable foods across long
distances and makes many kinds of foods safe to eat by de-activating spoilageand pathogenic
micro-organisms. Modern supermarkets would not exist without modern food processing
techniques, long voyages would not be possible and military campaigns would be
significantly more difficult and costly to execute. Processed foods are usually less susceptible
to early spoilage than fresh foods and are better suited for long distance transportation from
the source to the consumer. When they were first introduced, some processed foods helped to
alleviate food shortages and improved the overall nutrition of populations as it made many
new foods available to the masses. Modern food processing also improves the quality of life

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for people with allergies, diabetics, and other people who cannot consume some common
food elements. Food processing can also add extra nutrients such as vitamins.
1.13 The significant benefits for different stakeholders involved in food

processing are:
Farmer – higher yield, better farm realization, lower risk.
Consumer– greater variety, lower prices, new products.
Companies – new business opportunities, demand growth.
Economy/Government – Employment generation reduced rural migration.
1.14 Food Processing Industry in India
The Indian food processing industry stands at $135 billion and is estimated to grow with a
CAGR of 10 per cent to reach $200 billion by 2015. The food processing industry contributed
7% to India‘s GDP. The industry employs around 13 million workers directly and about 35
million indirectly.
The industry is segmented into sectors namely, milk and allied products (dairy), meat and
poultry, seafood, bakery and confectionery, fruit and vegetables, grain, pulses and oilseeds
(staple) products, alcoholic and non-alcoholic products (beverages), and packaged foods. The
classification is not distinct as many processed products overlap different segments.
India ranks No. 1 in the world in production of Milk (Fresh, whole, buffalo), Pulses, Ginger,
Chick Peas, Bananas Guavas, Papayas and Mangoes. Further, India ranks No. 2 in the world
in production of Rice, Wheat, Potatoes, Garlic, Cashew Nuts, Groundnuts, Dry Onion, Green
Peas, Pumpkins, Gourds, and cauliflowers. With the huge production base India can easily
become the leading food supplier to the world and at the same time serving its vast growing
domestic market with over a billion people.
Investments in the registered food processing units have been growing in the recent years. In
2007-08 the fixed capital of registered food processing units have increased by 18.93% over
the previous year.

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Food processing industry in India is increasingly seen as a potential source for driving rural
economy as it brings synergy between industry and agriculture. A developed food processing
industry is expected to lead increase in farm gate prices translating into increased rural
incomes, reduce wastages, ensure value addition, promote crop diversification, generate
employment opportunities as well as export earnings. With such a large and diversified
production base coupled with low manpower cost and modern technology, the Indian food
processing sector is poised for growth, if the advantages are leveraged optimally.
The growth is driven by the fact that the central government has given a priority status to all
agro-processing businesses. Government incentives in the field of mega food parks, cold
chain and exports benefits are also playing an important role in promoting food processing.
The major challenges are investments at different points of the supply and value chain, proper
research, farm and lab connectivity, up gradation of technology, increase in farm holding,
skill and manpower training, backend and front-end integration and cold chain integration.
The opportunities in the food processing industry are vast. However, there is a need to
improve technology and productivity to be competitive globally. As the economy grows, the
food processing industry will offer bigger opportunities to the new as well as the existing
players.
India has the second largest arable land of 161 million hectares and has the highest acreage
under irrigation. Next to China, India ranks second largest food producer in the world and has
the potential to immerge the biggest with its food and agricultural sector. India accounts for
less than 1.5% of international food trade despite being one of the world‘s major food
producers, which indicates huge potential for both investors and exporters.
1.15 Investments
According to the data provided by the Department of Industrial Policies and Promotion
(DIPP), the food processing sector in India has received around US$ 7.54 billion worth of
Foreign Direct Investment (FDI) during the period April 2000-March 2017. The
Confederation of Indian Industry (CII) estimates that the food processing sectors have the
potential to attract as much as US$ 33 billion of investment over the next 10 years and also to
generate employment of nine million person-days.

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1.16 Government Initiatives

Some of the major initiatives taken by the Government of India to improve the food
processing sector in India are as follows:
 The Government of India aims to boost growth in the food processing sector by
leveraging reforms such as 100 per cent foreign direct investment (FDI) in marketing
of food products and various incentives at central and state government level along
with a strong focus on supply chain infrastructure.
 In Union Budget 2017-18, the Government of India has set up a dairy processing infra
fund worth Rs 8,000 core (US$ 1.2 billion).
 The Government of India has relaxed foreign direct investment (FDI) norms for the
sector, allowing up to 100 per cent FDI in food product e-commerce through
automatic route.
 The Food Safety and Standards Authority of India (FSSAI) plans to invest around Rs
482 core (US$ 72.3 million) to strengthen the food testing infrastructure in India, by
upgrading 59 existing food testing laboratories and setting up 62 new mobile testing
labs across the country.
 The Indian Council for Fertilizer and Nutrient Research (ICFNR) will adopt
international best practices for research in fertilizer sector, which will enable farmers
to get good quality fertilizers at affordable rates and thereby achieve food security for
the common man.
 The Ministry of Food Processing Industries announced a scheme for Human Resource
Development (HRD) in the food processing sector. The HRD scheme is being
implemented through State Governments under the National Mission on Food
Processing. The scheme has the following four components:

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a) Creation of infrastructure facilities for degree/diploma courses in food

processing sector.
b) Entrepreneurship Development Programme (EDP).
c) Food Processing Training Centres (FPTC).
d) Training at recognized institutions at State/National level.
1.17 Advantage India
 India is one of the largest food producers in the world.

 India has diverse agro-climatic conditions and has a large and diverse raw material
base suitable for food processing companies.
 India is looking for investment in infrastructure, packaging and marketing.
 India has huge scientific and research talent pool.
 Well developed infrastructure and distribution network.
 Rapid urbanization, increased literacy, changing life style, increased number of
women in workforce, rising per capita income leading to rapid growth and new
opportunities in food and beverages sector.
 50 per cent of household expenditure by Indians is on food items.
 Strategic geographic location (proximity of India to markets in Europe and Far East,
South East and West Asia).
1.18 Key growth drivers of Food Processing Sector in India
 Increasing spending on health and nutritional foods.

 Increasing number of nuclear families and working women.
 Changing lifestyle.
 Functional foods, fresh or processed foods.
 Organized retail and private label penetration.
 Changing demographics and rising disposable incomes.

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1.19 Key opportunities in Food Processing Sector
 Processable varieties of crop.

 Contract farming.
 Investments in infrastructure through Public Private Partnership (PPP).
 Mega Food parks.
 Logistics and cold chain infrastructure.
 Food safety Management Systems.
 Machinery and packaging.

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CHAPTER-2
INDUSTRY PROFILE

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2.1 Online Food Delivery
The online food ordering system is one of the latest servicers most fast food restaurants in the
western world are adopting. With this method, food is ordered online and delivered to the
customer. This is made possible through the use of electronic payment system. Customers
pay with their credit cards, although credit card customers can be served even before they
make payment either through cash or cheque. So, the system designed in this project will
enable customers go online and place order for their food.
Due to the great increase in the awareness of internet and the technologies associated with it,
several opportunities are coming up on the web. So many businesses and companies now
venture into their business with ease because of the internet. One of such business that the
internet introduced is an online food ordering system. In today’s age of fast food and take out,
many restaurants have chosen to focus on quick preparation and speedy delivery of orders
rather than offering a rich dining experience. Until recently, most of this delivery orders were
placed over the phone, but there are many disadvantages to this system.
It is possible for anybody to order any goods via the internet and have the goods delivered at
his/her doorsteps. But while trying to discuss the transfer method of the goods and services,
attention is focused on the payment mode. In other words, how possible is it to pay for goods
and services via the internet? This then leads to the discussion of the economic consequences
of digital cash. What are the implementations from the view point of economic? Since the
world is fast becoming a global village, the necessary tool for this process is communication
of which telecommunication is a key player. A major breakthrough is the wireless
telephone system which comes in either fixed wireless telephone lines or the Global System
of Mobile communication (GSM).
What I propose is an online ordering system originally designed for use in college cafeterias,
but just as applicable in any food delivery industry. The main advantage of this system is that
it greatly simplifies the ordering process for both the customer and the restaurant. The system
also greatly lightens the load on the restaurants end, as the entire process of taking orders is
automated. Once an order is placed on the webpage that will be designed, it is placed into the
database and then retrieved, in pretty much real-time, by a desktop application on the
restaurants end. Within this application, all items in the order are displayed, along with their
corresponding options and delivery details, in a concise and easy to read manner. This allows

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the restaurant employees to quickly go through the orders as they are placed and produce the
necessary items with minimal delay and confusion. The greatest advantage of this system is
its FLEXIBILITY.
2.2 Indian Food App Scenario

With the boom in digital industry across the globe, it’s had its impact on the Indian economy
too. The online food ordering firms have sprouted up in bulk. The market size of food in
India is expected to reach Rs. 42 lakh crore by 2020, reports BCG. Presently, the Indian food
market is around $350 billion. The space is coming up with a lot of innovation catering to
their customer convenience, satisfaction and retention. This has also built room for a lot of
new players, who are targeting specific groups of people. Many new players joining the
segment with innovative business models such as delivering food for health conscious
people, home cooked meals, etc. Food tech is the hot talk in the startup town. After
technology start-ups have made their mark in the e-commerce, taxi & real estate sectors, now
the ever-hungry Indian entre-preneurs are looking to satiate the appetite of others. Food tech
is a vast market and food delivery start-ups are just a part of it. Various apps in the Indian
market are
 Zomato
 Swiggy
 Uber Eats
 Foodpanda
 Domino’s
 Pizza Hut
 Faaso’s
 TastyKhana

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2.3 Fast food delivery apps
The various food apps available in India Services Provided
Apps Originated Delivery Online Expanded Delivery

Menu Charges
Zomato India Yes Yes 25000 Restaurants No
Swiggy India Yes Yes 30000 Restaurants Yes
Uber Eat California Yes Yes 20000 Restaurants No
Food Panda Germany Yes Yes 10000 Restaurants Yes
Dominos India Yes Yes 800 outlets No
Fasoos India Yes Yes 125 Centers No
Pizza Hut US Yes Yes 1300 Outlets No
TastyKhana India Yes Yes 7000 Restaurants Yes
2.4 Benefit of food delivery app
Easy to use
The food ordering mobile apps are easy to use and offers high convenience with time and
effort saving for the customers. This has encouraged more users to use the mobile apps and
order their favourite food online, to get them delivered to their houses. The UI/UX of these
apps, along with the ease of navigability and efficient search options enhances the
convenience of the food ordering apps.

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Flexible Payments
The food ordering mobile apps offer flexible payment options for the customers to be able to
pay using various modes of payments, best suitable for them. The integration of various
popular payment gateways offers flexibility and cashless transactions to the customers, thus
encouraging them to use the food delivery app.
Real time tracking
The food ordering software is equipped with real time GPS tracking systems, such that the
customers can track the delivery boy bringing their food, along with helping the delivery
boys to track down the exact address of the customers.
Loyalty points
Online food ordering often offer loyalty points to the customers for encouraging them to use the
mobile app even more often. These loyalty points can be used by the customers to place
future orders, thus helping them to use the app more often.
Effective customer support
With 24/7 customer support facilities, the mobile apps can offer the best customer supports,
answering to their queries and assisting them in any need or complaints. Customer support has
effectively become even more efficient, since the customers can connect to the executives, with
just a few clicks on their apps.

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CHAPTER-3
COMPANY PROFILE

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Zomato is an Indian restaurant aggregator and food delivery start up founded in 2008. It was
started by Deepinder Goyal and Pankaj Chaddah. It provides information, menus and user-
reviews of restaurants, and also has food delivery options from partner restaurants in select
cities. As of 2016, the service is available in 24 countries.
Type of business
Private
Available in
English, Turkish, Portuguese, Indonesian, Spanish, Czech, Slovak, Polish, Italian,

Vietnamese.
Founded
July 2008
Headquarters
DLF Phase V, Gurugram, Haryana, India.
Area served 24 countries
Australia, Brazil, Canada, Chile, Czech Republic, India, Indonesia, Ireland, Italy, Lebanon,
Malaysia, New Zealand, Philippines, Poland, Portugal, Qatar, Singapore, Slovakia, South
Africa, Sri Lanka, Turkey, UAE, United Kingdom, United States.
Founder(s)
Deepinder Goyal, Pankaj Chaddah
Key people
 Deepinder Goyal (Founder and CEO)

 Gaurav Gupta (Co-Founder & COO)
 Mohit Gupta (CEO-Food Delivery business)
 Gunjan Patidar (Head of Engineering)
 Akriti Chopra (CFO)

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Industry
Consumer Services
Services
Restaurant Search & Discovery, Online Ordering, Table Reservations & Management,
Subscription Services.
Net worth
1000 crore
Employees
5,000+
Website
www.zomato.com
Users
8 crore (80 million) monthly active users.
Current status
Active
3.1 History
Zomato was founded as Foodiebay in 2008. It was renamed Zomato in 2010. In 2011,
Zomato expanded across India to Delhi NCR, Mumbai, Bangalore, Chennai, Pune and
Kolkata. Subsequently, in 2012, the company expanded operations internationally in several
countries like the United Arab Emirates, Sri Lanka, Qatar, the United Kingdom, the
Philippines, and South Africa. In 2013, Zomato was launched in New Zealand, Turkey,
Brazil and Indonesia, with its website and apps available in Turkish, Brazilian Portuguese,
Indonesian and English languages. Further in April 2014, Zomato launched its services in
Portugal, followed by launches in Canada, Lebanon and Ireland in the same year.

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The acquisition of Seattle-based food portal Urban spoon marked the firm's entry into the
United States, Canada and Australia, and brought it into direct competition with Yelp, Zagat
and OpenTable.
With the introduction of domains in 2011, Zomato also launched zomato. a site dedicated to
food porn. It later launched a print version of the website content named "Citibank Zomato
Restaurant Guide" in collaboration with Citibank in May 2012, but it has since been
discontinued.
With its cloud kitchen, the company aimed to help restaurants to expand their presence
without incurring any fixed costs. Later in September 2017, Zomato claimed that the
company had "turned profitable" in the 24 countries operated in and announced that the "zero
commission model" to be introduced for partner restaurants. Towards the end of 2017,
Zomato stopped accepting updates from its active users by not utilising moderators to verify
and make updates. Restaurant information was not updated. Users of the app reported issues
with new features to pay for orders.
Zomato narrowed down its losses by 34% to ₹389 Cr for the financial year 2016–17, from
₹590.1 Cr in the previous year 2015-16.
In September 2019, Zomato fired the highest number (541 people) of employees almost 10%
of workforce working on back end activities like customer service, merchant and delivery
partner support functions.
3.2 Investments
Between 2010-13, Zomato raised approximately US$16.7 million from Info Edge India,
giving them a 57.9% stake in Zomato. In November 2013, it raised an additional US$37
million from Sequoia Capital and Info Edge India.
In November 2014, Zomato completed another round of funding of US$60 million at a post-
money valuation of ~US$660 million. This round of funding was being led jointly by Info
Edge India and Vy Capital, with participation from Sequoia Capital.
While in April 2015, Info Edge India, Vy Capital and Sequoia Capital led another round of
funding for US$50 million. This was followed by another US$60 million funding led by

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Temasek, a Singapore government-owned investment company, along with Vy Capital in

September.
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.
3.3 Acquisitions
Zomato has acquired 12 startups globally. In July 2014, Zomato made its first acquisition by
buying Menu-mania for an undisclosed sum.The company pursued other acquisitions such as
lunchtime.cz and obedovat.sk for a combined US$3.25 million. In September 2014, Zomato
acquired Poland-based restaurant search service Gastronauci for an undisclosed sum.Three
months later, it acquired Italian restaurant search service Cibando.
Zomato also acquired Seattle-based food portal Urban spoon for an estimated $60 million in
2015. Other acquisitions of 2015 include Mekanist in an all-cash deal, the Delhi-based startup
MapleGraph that built MaplePOS (renamed as Zomato Base, and NexTable, a US-based table
reservation and restaurant management platform.).
In 2016, the company acquired Sparse Labs, a logistics technology startup and the food
delivery startup, Runnr, in 2017.
While in September 2018, Zomato acquired Bengaluru-based food e-marketplace

TongueStun Food for about $18 million in a cash and stock deal.Later in December 2018,
Zomato acquired Lucknow-based startup TechEagle Innovations, that works exclusively on
drones, for an undisclosed amount.Zomato claimed that the acquisition will help pave the
way towards drone-based food delivery in India, building a technology aimed at hub to hub
delivery network.
3.4 Security breaches
On 4 June 2015, an Indian security researcher hacked the Zomato website and gained access
to information about 62.5 million users. Using the vulnerability, he was able to access
personal data of users such as telephone numbers, email addresses and Instagram private
photos using their Instagram access token. Zomato fixed the issue within 48 hours of it

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becoming apparent. On 15 October 2015, Zomato changed business strategies from a Full-
Stack market to an Enterprise market. This led Zomato to reduce its workforce by 10%, or
around 300 people.
On 18 May 2017, a security blog called Hackread claimed over 17 million accounts had been
breached. "The database includes emails and password hashes of Zomato users, while the
price was set for the whole package is $1,001.43 (Bitcoins 0.5587). The vendor also shared a
trove of sample data to prove it is legit", the Hackread's post said. Hackread claimed details
of 17 million users had meanwhile been sold on the Dark Web. Zomato confirmed that
names, email addresses and encrypted passwords were taken from its database. The company
reassured affected customers that no payment information or credit card details were stolen.
Zomato said the security measures it uses to ensure the stolen passwords cannot be converted
back into normal text, but it still urged users who use the same password on other services to
change them. It also logged the affected users out of the app and reset their passwords. "So
far, it looks like an internal (human) security breach - some employee's development account
got compromised", the company said in a blog post but later, when Zomato contacted the
hacker, they discovered a loophole in their security. The hacker removed the stolen content
from Dark Web asking for a healthy bug bounty programme.
3.5 Mission
Our mission is to ensure nobody has a bad meal.
They do this by
Helping people discover great places around them.
Building amazing experiences around dining.
Enabling restaurants to create amazing experiences.

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3.6 Vision
Zomato is used by millions every day to decide where to eat in over 10,000 cities across 23
countries. in a few years, we should be able help point you to a great place to eat no matter
what part of the world you're.

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CHAPTER-4
RESEARCH
METHODOLOGY

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4.1 Meaning of research methodology
Research methodology is a method for collecting all sorts of information & data pertaining to
the subject in question. The objective is to examine all the issues involved & conduct
situational analysis. The methodology includes the overall research design, sampling
procedure & fieldwork done & finally the analysis procedure. The methodology used in the
study consistent of sample survey using both primary & secondary data. The primary data has
been collected with the help of questionnaire as well as personal observation book. Magazine,
journals have been referred for secondary data. The questionnaire has been drafted &
presented by the researcher himself.
4.2 Methodology
Both primary and secondary data have been collected to bring this project report. Primary
data have been collected through personal interview from the responds. The survey of the
respondents was made on the basis of random sampling method. Questionnaire had been
issued to the avoid unnecessary delay and to make filling task easy the questionnaires were
prepared in structural manner.
4.3 Techniques of data collection:

A questionnaire is designed to collect data and information from the opinion survey of the
service. It is meant to extract useful information about the various factors influencing
delivering person behaviours. Care is taken to arrange the questions in logical sequence and
form them in simple and precise manner to enable to collect authentic and accurate response
from the delivery partners/boys.
4.4 Field work:

The field work was conducted in the month of December in the Banashakari,Bangalore.
The interview with responds with a time span of 5-10 minutes on an average to obtain the
required formation for the structured questionnaire was used.
4.5 Data analysis techniques

Tabulation percentage calculation, bivariate table, ranking, bar diagrams, pie charts is the
techniques to analyze the data collected from the delivery partners/boys. Graphs are also
drawn and complied.

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4.6 Statistical tools
Statistical tools have been used to analyse the data are Mean and percentage.
4.7 Limitations of the study

 Data collection is bit complicated.
 Some respondents might have given biased answers which might have an impact on
the findings of the studies.
 Since the sample size is limited it may lead to the partial true factor about the research
 Respondents tried to escape some statements by simple answering .
4.8 Sources of data

Data which is the foundation of research can be obtained by:
 Primary data
 Secondary data
Primary data collection

Through talk with delivery partners/boys of the company, gathering through meeting,
questionnaire and dialog with the concerned workers. Surveys are utilized to gather the
essential information from 54 delivery partners/boys.
Secondary data collection

Information was gathered from the Websites , Articles, Magazine,and Blogs.
Secondary source of data
The secondary data should be collected through different sources such as:
Internet
Social Media
Articles
Magazines
Blogs

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4.9 Sample framework
Sample unit : Delivery partners/boys in the Banashakari,Bangalore City.
Sample size : Sample size is 54 delivery partners on particular basis in the City.
Data preparation: Data preparation has been done through using the Tables, Charts and
Graphs.
Tools used for data collection: on the questionnaire basis the data has been collected.
4.10 Objective of the study
The study is carried out in order “A perception study on zomato by the delivery
partners/boys in banashankari, bangalore”
The specific objectives of the study are:
 To study the benefits and satisfaction level of delivery partners/boys toward zomato.
 To find out the delivery partners/boys safetys about their career.
 To study the daily routine works of the delivery partner/boy while in delivering the
ordes

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CHAPTER-5
DATA ANALYSIS &
INTERPRETATION

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Analysis and Interpretation of Data
In the previous chapter the methodology used by the researcher is carrying out the present
investigation had been discussed in detail. The present chapter deals with the presentation of
the analysis and interpretation of the data.
As stated earlier the purpose of this study was to find out the delivery partners/boys, A
perception study on zomato by the delivery partners/boys in banashankari, bangalore.
The data obtained from responses to the questionnaire, and tabulated and analyzed. The data
for this purpose was collected with the help of readily available tools. Interest of delivery
partners/boys is necessary to find out the answer for the questions.

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5.1 Table showing gender level of delivery partners/boys
Gender No of respondents % of respondents

Male 52 96%
Female 2 4%
Total 54 100%
Analysis
From the above table its shows that out of 54 respondents 96% respondents are male and the
left over 4% are female.
5.1 Graph showing gender level of delivery partners/boys
Gender
Male Female
4%
96%
Interpretation
Nearly 96% of the respondents were male and 4% were female.

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5.2 Table showing the age group of delivery partners/boys
Age (Years) No of respondents % of respondents

18-23 22 41%
23-30 26 48%
30-45 4 7%
More than 45 2 4%
Total 54 100%
Analysis
From the above table the age group is 18-23 years olds 41%, 23-30 years olds are 48%, 30-45
years olds 7% and least age group is more than 45 years olds 4%.
5.2 Graph showing the age group of delivery partners/boys
Age (Years)
18-23 23-30 30-45 More than 45
4%
7%
41%
48%
Interpretation
The maximum number of respondents that is 48% is 23-30 years old and less number are
over 45 years which are 4%.

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5.3 Table showing qualification level of delivery partners/boys
Qualification No of respondents % of respondents

10th 4 7%
12th 11 20%
Under Graduation 16 30%
Above Graduation 23 43%
Total 54 100%
Analysis
From the above table the 7% are 10th qualification educated, 20% are 12th qualification
educated, 30% are under graduation educated, and 43% are above graduation educated.
5.3 Graph showing qualification level of delivery partners/boys
Qualification
10th 12th Under Graduation Above Graduation
7%
43% 20%
30%
Interpretation
The maximum numbers they are 43% of the respondents have completed their above
graduation and the least 7% percent have completed their SSLC (10th).

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5.4 Table showing experience level of delivery partners/boys
Experience (in Years) No of respondents % of respondents

1 yrs 35 66%
2-3 yrs 13 24%
3-6 yrs 3 6%
6-10 yrs 2 4%
Total 54 100%
Analysis
From the above table the 66% are have less than one year experience, 24% are have 2-3 years
work experience, 6% are have 3-6 years work experience, 2% are have more than six years
work experience.
5.4 Graph showing experience level of delivery partners/boys
Experience (in Yrs)

1 Yrs 2-3 yrs 3-6 yrs 6-10 yrs
4%
6%
24%
66%
Interpretation
66% of the respondents have experience of 1 year in delivery maximum and the least 2%
have experience of 6-10 years in delivery.

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5.5 Table showing insurance coverage of delivery partners/boys
Insurance coverage No of respondents % of respondents

Yes 37 69%
No 17 31%
Total 54 100%
Analysis
From the above table indicates that 69% of delivery partners/boys say that they get provide
insurance coverage and 31% of delivery partners/boys say that they do not provide any
insurance coverage.
5.5 Graph showing insurance coverage of delivery partners/boys
Insurance coverage
Yes No
31%
69%
Interpretation
Almost 69% of the respondents were told they provide insurance coverage and 31% were told
they not provide insurance coverage.

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5.6 Table showing salary full time (pm) of delivery partners/boys
Salary full time (pm) No of respondents % of respondents

10000rs 15 28%
15000rs-20000rs 20 37%
20000rs-30000rs 14 26%
More than 30000rs 5 9%
Total 54 100%
Analysis
From the table the 28% of respondents get 10000rs of salary for full-time in pm, 37% get
15000rs-20000rs salary in pm, 26% get 20000rs-30000rs salary in pm and least 5% of
respondents get more than 30000rs salary in pm.
5.6 Graph showing salary full time (pm) of delivery partners/boys
Salary full time (pm)

10000rs 15000rs-20000rs 20000rs-30000rs More than 30000rs
8%
28%
26%
38%
Interpretation
A Maximum number of respondents that get 15000rs-20000rs salary in pm are 37% and least
4% of respondents get more than 30000rs salary.

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5.7 Table showing salary part time (pm) of delivery partners/boys
Salary part time (pm) No of respondents % of respondents

2500rs 7 13%
2500rs-5000rs 16 30%
5000rs-12000rs 21 39%
More than 12000rs 10 18%
Total 54 100%
Analysis
From the table the 7% of respondents get 2500rs of salary for part-time in pm, 30% get
2500rs-5000rs salary in pm, 39% get 5000rs-12000rs salary in pm and least 10% of
respondents get more than 12000rs salary in pm.
5.7 Graph showing salary part time (pm) of delivery partners/boys
Salary part time(pm)
18% 13%
2500rs
2500rs-5000rs
29% 5000rs-12000rs
More than 12000rs
40%
Interpretation
A maximum number of respondents that get 5000rs-12000rs salary in pm are 39% and least
10% of respondents get more than 12000rs salary.

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5.8 Table showing working hours full time (in day) of delivery
partners/boys
Working hours full time (in No of respondents % of respondents

a day)
8 hours 32 59%
10 hours 15 28%
More than 10 hours 7 13%
Total 54 100%
Analysis
From the above table, 59% of respondents work 8 hours in a day (full-time), 28% of
respondents work 10 hours and least 7% number of respondents are working more than 10
hours.
5.8 Graph showing working hours full time (in day) of delivery
partners/boys
Working hours full time
35
30
25
20
15
10
5
0
8 hours 10 hours More than 12
hours
Interpretation
The maximum number of respondents that work 8 hours is 59% and the least 13% of
respondents work more than 12 hours in a day.

JB Campus Page 46
5.9 Table showing working hours part time (in day) of delivery
partners/boys
Working hours part time No of respondents % of respondents

(in a day)
4 hours 20 37%
5 hours 23 43%
More than 5 hours 11 20%
Total 54 100%
Analysis
From the above table, 37% of respondents work 4 hours in a day (part-time), 23% of
respondents work 5 hours and least 11% of respondents are working more than 5 hours.
5.9 Graph showing working hours part time (in day) of delivery
partners/boys
Working hours part time
25
20
15
10
5
0
4 hours
4 hours
More than 5
hours
Interpretation
The maximum number of respondents that work 5 hours is 43% and the least 11% of
respondents work more than 5 hours in a day.

JB Campus Page 47
5.10 Table showing providing bike to the delivery partners/boys
Bike facilities No of respondents % of respondents

Yes 23 43%
No 31 57%
Total 54 100%
Analysis
From the above table shows, 23% of respondents tell company provide bike facilities, and
57% of Respondents Company does not provide any bike facilities.
5.10 Graph showing providing bike to the delivery partners/boys
Bike Facilities
No
Yes
0 5 10 15 20 25 30 35
Interpretation
Most of the respondents are does not any bike facilities is 57%, and the least number of
respondents are getting bike facilities is 23%.

JB Campus Page 48
5.11 Table showing petrol allowance separately or it’s included in the

salary of delivery partners/boys
Petrol allowance No of respondents % of respondents

Yes 9 17%
No 45 83%
Total 54 100%
Analysis
From the above table indicates that 83% of delivery partners/boys say that does not offer any
petrol allowance and 17% of delivery partners/boys say that they get a petrol allowance.
5.11 Graph showing petrol allowance separately or it’s included in the

salary of delivery partners/boys
Petrol allowance
50
40
30
20
10
0
Yes No
Interpretation
Nearly 83% of the respondents were does not get petrol allowance and 17% were get petrol
allowance.

JB Campus Page 49
5.12 Table showing a night safety of delivery partners/boys
Night safety No of respondents % of respondents

Yes 24 44%
No 30 56%
Total 54 100%
Analysis
From the above table, its shows that out of 54 respondents 44% of respondents are getting
night safety and the leftover 56 % do not any safety at night.
5.12 Graph showing a night safety of delivery partners/boys
Night Safety
Yes No
44%
56%
Interpretation
Nearly 56% of the respondents were does not get any night safety and left 17% were safety at
night.

JB Campus Page 50
5.13 Table showing a minimum number of orders to achieve the target

delivery’s (PD) of delivery partners/boys
Minimum number of No of respondents % of respondents

orders to achieve the target
(PD)
15 orders 15 38%
25 orders 17 32%
35 orders 11 21%
More than 35 orders 5 9%
Total 54 100%
Analysis
From the table the 38% of respondents have achieved the target is 15 orders (PD), 32% also
achieve the target is 25 orders (PD), 21% had to achieve the target is 35 orders (PD) and least
9% of respondents more than 35 orders to achieve the target (PD).
5.13 Graph showing a minimum number of orders to achieve the target

delivery’s (PD) of delivery partners/boys
Order to achieve the target

15 orders 25 orders 35 orders More than 35 orders
11%
31%
23%
35%
Interpretation
The maximum number of respondents that a minimum number of orders to achieve the target
delivery’s (PD) is 38% and the least 9% have completed the target orders (PD).

JB Campus Page 51
5.14 Table showing a weekend off for delivery partners/boys
Weekend off No of respondents % of respondents
Yes 32 59%
No 22 41%
Total 54 100%
Analysis
From the above table and graph, it shows that out of 54 respondents 59% of respondents are
getting weekend off and the leftover 41 % do not any weekend off.
5.14 Graph showing a weekend off for delivery partners/boys
Weekend off
No
41%
Yes
59%
Interpretation
Almost 59% of the respondents were get weekend off and left 41% were does not get
weekend off.

JB Campus Page 52
5.15 Table showing deliveries on time during the peak traffic hours by the
Deliveries during the peak No of respondents % of respondents

traffic hours
Knowledge of local 32 41%
Routes and ability to use 22 59%
GPS system
Total 54 100%
Analysis
From the above table, it shows that out of 54 respondents 41% of respondents were using
knowledge of local toad deliver the order and the leftover 59 % were use routes and ability to
use a GPS to delivery the order in daily life.
5.15 Graph showing deliveries on time during the peak traffic hours by the
Delivery during the peak traffic
Routes and ability to use GPS system
Knowledge of local
0 5 10 15 20 25 30 35
Interpretation
Almost 41% of the respondents use local road knowledge and left 59% were using GPS to
deliver the order.

JB Campus Page 53
5.16 Table showing a career growth of delivery partners/boys
Career growth No of respondents % of respondents

Growth 28 52%
No growth 26 48%
Total 54 100%
Analysis
From the above table indicates that 54% of delivery partners/boys said have growth in
delivery and 48% of delivery partners/boys said no growth in delivery.
5.16 Graph showing a career growth of delivery partners/boys
Career growth
Growth No growth
48%
52%
Interpretation
Almost 52% of the respondents have growth and left 48 % were no growth in delivery
service.

JB Campus Page 54
5.17 Table showing a packing quality of food from the restaurant side by
the delivery partners/boys
Packing quality food from No of respondents % of respondents

the restaurant side
Good packing quality 31 57%
Moderate packing quality 21 39%
Bad Packing quality 2 4%
Total 54 100%
Analysis
From the above table, 57% of respondents were tells packing quality is good, 39% are tells
moderate packing quality and least 11% tells bad packing quality in restaurants.
5.17 Graph showing a packing quality of food from the restaurant side by
the delivery partners/boys?
Packing quality
Bad Packing quality
Moderate packing quality
Good packing quality
0 5 10 15 20 25 30 35
Interpretation
The maximum number of respondents have experience good packing quality is 57%, and
left 4 % were experience bad quality of packing.

JB Campus Page 55
5.18 Table showing a customer cancels the order, what’s the further
process by the delivery partners/boys
Customer cancels the order No of respondents % of respondents

& further process
You keep the order with your 11 21%
self
You return it back to the 20 38%
restaurant
Notify to zomato 21 41%
Total 54 100%
Analysis
From the above table, 21% of respondents said order keep with their self, 38% are said they
return bad to restaurant and least 41% said they notify to zomatos service care.
5.18 Graph showing a customer cancels the order, what’s the further
process by the delivery partners/boys
Customer cancels the order & further process
21%
You keep the order with
40%
your self
You return it back to the

restaurant
39%
Notify to zomato
Interpretation
Almost 41% of the respondents notify to zomato and left 21 % were kept himself order.

JB Campus Page 56
5.19 Table showing incentives along with daily wages of delivery

partners/boys
Incentives along with daily No of respondents % of respondents

wages
Yes 39 74%
No 14 26%
Total 54 100%
Analysis
From the above table, 74% of respondents said they incentive along with daily wages, 26% is
said they do not get incentives with daily wages.
5.19 Graph showing incentives along with daily wages of delivery

partners/boys
Incentives along with daily wages
40
35
30
25
20
15
10
5
0
Yes No
Interpretation
Nearly 74% of the respondents were incentive and left 26% of the respondents does not
incentive.

JB Campus Page 57
5.20 Table showing a perception toward zomato by the delivery

partners/boys
Perception toward zomato No of respondents % of respondents

Good 49 91%
Bad 5 9%
Total 54 100%
Analysis
From the above table, it shows that out of 54 respondents 91% of respondents are very
satisfied with zomato and the leftover 9% are not satisfied with zomato.
5.20 Graph showing a perception toward zomato by the delivery

partners/boys
Perception toward zomato

Good Bad
9%
91%
Interpretation
It is observed that more than 91% of the respondents are very good and leftover 9% are not
good toward zomato.

JB Campus Page 58
CHAPTER-6
FINDINGS,
SUGGESTIONS AND
CONSLUSION

JB Campus Page 59
5.1 Findings
 Delivery partners/boys were significantly more likely to say that they would work in
the food industry.
 About 90 % of the respondents found that food delivery service is good.
 Respondents were much more satisfied with online payments system of their weekly
salary payments.
 Male respondents more compare than women to working in delivery service.
 About 83% of the respondents were unhappy with the petrol allowance which
company not provides to the delivery partners/boys.
 Nearly 96% of the respondents have 1 year’s association with the company.
 Most of the respondents between the ages of 23-30 years worked in the
delivery service.
 Quite good number of respondents said that they like zomato is good company.
 It is observed that more than half of respondents get their incentives along with daily
wages.
 Most of the respondents were said there is no growth in the delivery service.
 The analysis found that there was lot of demand on night safety.

JB Campus Page 60
5.2 Suggestions
 The company should provide safety at night while delivering the orders.
 A company should think about the petrol allowance for delivery partners/boys.
 The company has to think about the career growth of the delivery partners/boys with
their experience in the industry.
 A company should take immediate response while any accident happens while
delivering the order on working time.
 The company makes a policy for the restaurant to provide good packing quality.
 The company has to maintain proper working hours for the delivery partners/boys.
 A company has paid a good salary to delivery partners to perform well.
 A company shall bring new technology and implement that for work smart by the
delivery partners/boys.

JB Campus Page 61
5.3 Conclusion
After studied the delivery partners/boys perception of electronic food delivering it is

concluded that every system has its strengths and weakness. The purpose of this online food
delivering system is basically to give job opportunities to the people who face the
unemployment some of them some are not more educated and part-time job opportunities for
students also get to work as delivery partner along with good incentives also given to the
delivery partners and good salary while working as part-time zomato provide good insurance
coverage their deliver partners while any incident happed with the delivery partner while the
orders in the field were company provide reliable working hours for the delivery partners for
work and most of the delivery are consider zomato is good company to work as deliver
partner in the industry. Other hand were as company should focus more about night safety
for delivery partners/boys while delivery the order and also think about if the any accident
happened with delivery partners they should take immediate action toward their health and
any sudden death happed they should provide good compensation to the delivery partner
family and other hands also focus about the petrol allowance to be provided to the delivery
partner in future and company also think about the packing quality of food provided to the
delivery partner for delivering the order, the company should bring new technologies for the
delivery partner to perform well in the delivering service and last company to bring the good
policy for the delivery partner to more opportunities to growth career in the company.
5.4 Learning outcomes

In the project, I have improved a lot. I have improved the communication skills by speaking
to the deliver partners/boys. I have improved the technical skills by doing this project .most
importantly I came to know about how organization work what that I was not knowing this
things I came to know. And I familiarize to how the data analyze and how I can arrange the
survey.

JB Campus Page 62
5.5 Bibliography
http://www.ilocis.org/en/default.html
https://en.wikipedia.org/wiki/Food_industry
https://en.wikipedia.org/wiki/Zomato
http://www.caaa.in/Image/food%20processing%20book.pdf
https://www.grantthornton.in/globalassets/1.-member-
firms/india/assets/pdfs/food_processing
https://www.researchgate.net/publication/320444646_An_overview_of_Food_Processing_I
ndustry_in_India-Challenges_and_Opportunities
https://www.longdom.org/open-access/food-processing-industry-in-india-s-and-t-
capability-skills-and-employment-opportunities-2157-7110.1000260.pdf
https://www.academia.edu/
https://www.entrepreneurindia.co/
https://pdfs.semanticscholar.org/
http://kiadb.in/
http://www.dcmsme.gov.in/tcsp/ntc/dpr
https://www.researchgate.net/
https://www.smarther.co/blog/food-delivery-apps-india/
http://www.slideshare.net/

JB Campus Page 63
5.6 Annexure
Questionnaire
Dear Sir/Madam
A Survey being conducted by Kishan the student of C.B.S.M.S Bangalore University.

Pursuing my 3th semester MBA. Please co-operate by filling the questionnaire for
“A perception study on zomato by the delivery partners/boys in banashankari
bangalore”
All the information provided by you will be kept as a confidential by me
Thank you for your time and interest on the survey!
1) Gender
o Male
o Female
2) Age (yrs)
o 18-23
o 23-30
o 30-45
o More than 45
3) Qualification
o 10th
o 12th
o Under Graduation
o Above Graduation

JB Campus Page 64
4) Experience Delivery boy (in years)
o 1 year
o 2-3 year
o 3-6 year
o 6-10 year
5) Does the company provide any insurance coverage?
o Yes
o No
6) What's your salary per month (full time)?
o 10000rs
o 15000rs-20000rs
o 20000rs-30000rs
o More than 30000rs
7) What's your salary per month (part-time)?
o 2500rs
o 2500rs-5000rs
o 5000rs-12000rs
o More than 12000rs
8) What’s the working hour (full time)?
o 8 hours
o 10 hours
o More than 10 hours

JB Campus Page 65
9) What's the working hours (part time)?
o 4 hours
o 5 hours
o More than 5 hours
10) Do they provide a bike?
o Yes
o No
11) Do they provide a petrol allowance separately or it’s included in the salary?
o Yes
o No
12) Is it safer to work during the night shift?
o Yes
o No
13) What's the minimum number of orders that you have to deliver per day to achieve the
target?
o 15 orders
o 25 orders
o 35 orders
o More than 35 orders
14) Do you get any weekend off?
o Yes
o No

JB Campus Page 66
15) How do you ensure that deliveries are made on time during the peak traffic hours?
o Knowledge of local road

o Routes and ability to use GPS system
16) How's the career growth as a delivery boy?
o Growth
o No growth
17) How's packing quality of food from the restaurant side?
o Good packing quality

o Moderate packing quality
o Bad packing quality
18) If the customer cancels the order, what's the further process?
o You keep the order with your self

o You return it back to the restaurant
o Notify to zomato
19) Do you get incentives along with daily wages?
o Yes
o No
20) What's your perception toward zomato?
o Good
o Bad

JB Campus Page 67

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A PERCEPTION STUDY ON ZOMATO BY THE DELIVERY

PARTNERS/BOYS IN BANASHANKARI, BANGALORE

Under the guidance of

CANARA BANK SCHOOL OF MANAGEMENT STUDIES

I here declare that “A PERCEPTION STUDY ON ZOMATO BY THE

Place: Name: KISHAN

Date: Register number: 18TUCMD031

This is to certify that the Mini project titled “A PERCEPTION STUDY ON

This is to certify that the project report “A PERCEPTION STUDY ON

Place: Bangalore Guide

Date: Dr. SAGAR.G

It is with great pleasure I take this opportunity to acknowledge and express my

My Special thanks to faculty guide. Dr. Sagar G, Canara bank School of

2 INDUSTRY PROFILE 21-25

3 COMPANY PROFILE 26-32

5 DATA ANALYSIS AND 37-58

Canara Bank School of Management Studies

1.1 Food industry in world

Industry Materials Storage Processing Preserving Packaging of

Meat Beef, lamb, Cold stores Slaughtering, Salting, Loose or in

Fish All types of Cold stores or Heading, Deep- Loose in

Canara Bank School of Management Studies

storage milling, baking pneumatically),

Canara Bank School of Management Studies

Processing of Milk, sugar, Immediate Skimming, Pasteurization, Bottles, plastic

Processing of Groundnuts, Silos, tanks, Milling, Pasteurization Bottles,

Canara Bank School of Management Studies

1.2 Handling and storage

Canara Bank School of Management Studies

1.4 Production Processes

Fermentation, obtained usually by the addition of a micro-organism to the previously

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1.5 Preservation Processes

There are six basic methods of food preservation:

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Microwave sterilization is another type of electromagnetic emission that is currently finding

Canara Bank School of Management Studies

Canara Bank School of Management Studies

1.8 Aseptic packaging

1.9 Frozen packaging

Canara Bank School of Management Studies

Canara Bank School of Management Studies

1.10 Indian Food Industry

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1.11 The sector comprises of the following major areas

Fruits & Vegetables

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Meat & Poultry

Milk & Dairy

Grain and Cereals

1.12 Benefits of Food Processing

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1.13 The significant benefits for different stakeholders involved in food

Farmer – higher yield, better farm realization, lower risk.

Consumer– greater variety, lower prices, new products.

Companies – new business opportunities, demand growth.

Economy/Government – Employment generation reduced rural migration.

1.14 Food Processing Industry in India

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Canara Bank School of Management Studies

1.16 Government Initiatives

fund worth Rs 8,000 core (US$ 1.2 billion).

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