A REPORT ON

“THE AWARENESS AND PERCEPTIONS OF

CONSUMER TOWARDS ONLINE FOOD
ORDERING”

G.H.PATEL POSTGRADUATE INSTITUTE

BUSINESS MANAGEMENT
MBA ( 2019 – 21 )

SUBMITTED TO :
DR. DARSHANA DAVE

SUBMITTED BY :
DHIREN CHORWADI ( 19F61 )
RAHUL PAMBHAR ( 19F94 )
SARVANG PRAJAPATI (19F101)
 DIV : B
Acknowledgement

We have taken great efforts in shaping this project of ours titled as

“the awareness and perception of consumer towards online food ordering ”. The
success of the presentation and report required a lot of guidance and we are
all fortunate that we got all that was required for the completion of the
same. However, it would not have been possible without the kind support
and help of many individuals and organizations. We would like to extend
our sincere thanks to all of them.

We are highly indebted to our Project guide, Dr. Darshana Dave for
his valuable guidance and constant supervision, as well as providing
necessary information regarding the project and also his support in
completing the first segment of our project. I would like to thank our
professor for the same. We would also like to thank sir for the opportunity.

we would like to express our deep gratitude towards our parents and
friends for their kind cooperation and encouragement which helped us in
successful completion of our project
 ABSTRACT

The online food ordering system provides convenience for the customers. It
overcomes the disadvantages of the traditional queuing system. This system
increases the takeaway of foods than visitors. Therefore, this system enhances the
speed and standardization of taking the order from the customer. It provides a
better communication platform. the user’s details are noted electronically.
The online food ordering system set up menu online and the customers
easily places the order with a simple mouse click. Also with a food menu online
you can easily track the orders, maintain customer's database and improve your
food delivery service. This system allows the user to select the desired food items
from the displayed menu. The user orders the food items. The payment can be
made online or pay-on-delivery system. The user’s details are maintained
confidential because it maintains a separate account for each user. An id and
password is provided for each user. Therefore it provides a more secured ordering.
Table of contents
 CHAPTER :- 1
INTRODUCTION
1.1 Concept Introduction

With the coming of the 21st century, we have entered an “e” generation era.
The Internet has generated a tremendous level of excitement through its involvement with
all kinds of businesses starting from e-Commerce, eBusiness, eCRM, eSupply Chain,
eMarketplace, ePayment, eEntertainment, eTicketing, eLearning, to eCitizenor
eGovernement. The Internet has been widely used in many sales and marketing activities,
from the collection of valuable data to the dissemination of information to different
stakeholders, for example, information retrieval, product communication, sales tool,
distribution channel, and as a customer support tool (Singh, Jayashankar and Singh 2001;
Calles 2000; Sandberg 1998; Peterson, Balasubramanian and Bronnenberg 1997). The
Internet has opened a window of opportunity to almost anyone because of its ability to
make viable the conduct of business in cyberspace, or by connecting people worldwide
without geographical limitations. Consumers can order goods and services virtually
anywhere, 24 hours a day; 7 days a week without worrying about store hours, time
zones, or traffic jams. The Internet has also provided new opportunities for marketers by
offering them innovative ways to promote, communicate, and distribute products and
information to their target consumers.
E-commerce has grown phenomenally in the past decade for a variety of
reasons including changes in consumer lifestyles, technological advancements, increases in
consumer income and education, and rapid financial development throughout the world.
The use of the Internet as a shopping or purchasing vehicle has been growing at an
impressive rate throughout the last decade. The tremendous growth of online sales and
the unique functions of the Internet have drawn a great deal of attention from many
companies rushing in to set up businesses over the Internet without knowing what
factors actually motivate consumers to buy products or services online.
Many marketers agree that Internet marketing will definitely increase customer
spending and loyalty to both online and offline products if it is executed properly. This
is due largely to the Internet’s significant advantage of two-way communication and its
ability to transmit information quickly and inexpensively when compared to other
traditional mass media using solely one-way communication (Warrington, Abram&
Caldwell 2000; Waldo 2000). The simultaneous and rapid rate of consumer adoption of
personal computers and network systems have encouraged and pressured marketers to
provide Internet retailing sites. Some researchers in fact predict that the need for physical
stores could be eliminated in roughly four decades and replaced with electronic retailing
(Cope 1996).
While many marketers acknowledge the importance of using the Internet in their
marketing mixes, only a handful of researchers have studied what factors encourage or
discourage consumers when buying products or services online. Despite the increasing
popularity of the Internet, most knowledge of Internet marketing is based on anecdotes
and experiential evidence from television, radio, popular press or magazines
In summary, the benefits of using the Internet in marketing are enormous as they
offer a huge opportunity for marketers to create innovative activities that have not
previously been viable. However, marketers need to develop an insightful understanding
of consumer behavior when purchasing products online. This information will help
marketing managers to plan their marketing mixes and offers to better meet customer’s
requirements. By doing so, companies will establish, maintain or increase customer
satisfaction, build strong brand loyalty and ultimately, provide consumers with a solid
rationale for continuing to buy the same brand. This study is thus significant as it is a
preliminary attempt to identify factors and their relative strength in influencing consumer
decision making when buying health foods online. The research problem and objectives of
this study are addressed next.

Background to the study

Online food ordering system is a system to manage the business. The main point
of developing this system is to help the customers to manage the business and help
customers through online ordering and lunch reservation. The project is being developed
because of the long queues that will be in the restaurant during lunch or dinner hours,
one for purchasing tickets and one for collecting food. With the new system, the
customers would be able to order their food from the comfort of their offices,
classrooms, hostels and anywhere outside the school campus without queuing. The system
will cater for the disadvantages of the traditional method which is currently in place.

1.2 Problem of the study

Online food ordering Services are websites that feature interactive menus
allowing customers to place orders with local restaurants and food cooperatives. Much
like ordering consumer goods online, many of these allow customers to keep accounts
with them in order to make frequent ordering convenient. A customer will search for a
favourite restaurant, choose from available items, and choose delivery or pick-up. Payment
can be amongst others by credit card or cash, with the restaurant returning a percentage
to the online food company. Online food ordering services are websites that feature
interactive menus allowing customers to place orders with local restaurants and food co-
operatives. Much like ordering consumer goods online many of these allow customers to
keep accounts with them in order to make frequent ordering convenient. A customer will
search for a favourite restaurant chooses fromavailable items, and choose delivery or
pick-up. Payment amongst others by credit card or cash with the restaurant returning a
percentage to the online food company. While-commerce has been around for over a
decade closing the gap between food and the internet has taken longer. The first
restaurants to adopt online food ordering services were corporate franchises such as
Domino’s and Papa John’s.
Online food ordering could be called the response of the internet to the desire
for delivery food. It is a growing trend especially in urban areas and on college
campuses that allows people to order from restaurants featuring interactive menus, by use
of their internet connection. In many cases handle complicated web pages can be used to
make orders, though a lot of people rely on a desktop or laptop computer for this.
‘Ordering form grocery stores to stock the kitchen, instead of placing one time orders with
a restaurant. There are several ways in which online food ordering from a restaurant may
occur. A restaurant can have its website with easy features for placing an order for pick
up or delivery. Some add a third option of being able to make reservation. Instead of
calling for a delivery, people just access the internet to the restaurant site and make their
order
Food diversity in India is an implicit characteristic of India’s diversified culture
consisting of different regions and states within. Traditionally, Indians like to have Home-
cooked meals – a concept supported religiously as well as individually.
However, with times due to increasing awareness and influence of western
culture, there is a slight shift in food consumption patterns among urban Indian families.
It started with eating outside and moved on to accepting a wide variety of delicacies
from world-over. Liberalization of the Indian economy in the early 1990s and the
subsequent entry of new players set a significant change in lifestyles and the food tastes
of Indians.
Fast food is one which gained acceptance of Indian palate after the
multinational fast-food players adapted the basic Indian food requirements viz. vegetarian
meals and selected non-vegetarian options excluding beef and pork totally from their menu.
Multinational fast food outlets initially faced protests and non-acceptance from
Indian consumers. This was due to primary perception that these fast food players serve
only chicken and do not serve vegetarian meals. Perceived expensive besides being out-
of-way meals in Indian culture. Today, fast food industry is getting adapted to Indian
food requirements and is growing in India.
 Gaining acceptance primarily from Indian youth and younger generations and
is becoming part of life. Keeping in view the Indian habits and changing preferences
towards food consumption, this study has its focus to understand the factors affecting the
perception of Indian youth, in the age group of 20-30 years, towards consumption of fast
food as well as towards making choice of fast food outlets.

Advantages for online food Ordering

There are advantages for both the customer and for the restaurants who participate in
online ordering. First, a customer can order at will when they have time to. Also, the
customer is able to customize their order the way they like it without errors in
communication between the customer and the person taking the order. In addition to
customer advantages, the restaurant is able to take more orders with less staff. The
restaurant does not need a waiter or hostess to be on the phone to take the order. The
order can go straight to the kitchen.

Disadvantage for online food Ordering

Customers are not able to ask about quality of food or ask for any specialized diet
foods. It is more difficult to ask for gluten free or allergy free foods with online
ordering. Also, it is more possible for a customer to place an order, but never pick up
the order which can lead to waste of food and possibly a loss of profits.

1.3 Scope and Significance of the study.

In this day and age where presence in the virtual world is an imperative, small
restaurants and entrepreneurs too need to take benefit of it. Online food ordering websites
present just the options. By Saionji Baldur The difference between the organized and the
unorganized sector in the Indian hospitality
industry is huge. This does not just include hotels, but also the food service segment.
Apart from the organized chain restaurants, most restaurants cater to local needs and
often at a micro market level. In such a scenario, creating a loyal customer base is not
difficult and a specialized marketing and sales force may not be necessary. By David
Buttress
Enter online food ordering websites. These websites have been developed more for
consumer convenience than anything else. But they do open a plethora of opportunities
for small establishments to grow their business further. Online food ordering has been an
international phenomenon for a while now. There have been many variations in India as
well which have taken off at different periods of time, but success has been hard to
come by. One of these early ventures was HungryZone.com which started out in 2006 in
Bangalore with more than 650 restaurants in the city.
The company was recently acquired by the British JustEat.com and was launched as
JustEat.in in India which is expected to go national in another year or so. The website is
already active in Bangalore, Mumbai and Delhi. David Buttress, MD of 7 JustEat.com
informs, “We will be looking at Kolkata, Chennai, Pune, Hyderabad, Ahmadabad,
Chandigarh and Goa to provide the website’s services.” The Just-Eat Group operates in
the UK, Denmark, Sweden, Belgium, Spain, Netherlands, Ireland, Norway, Canada and
India. Just-Eat.com (founded in 2000) will invest US $ 5-10 million over the next three
years into its Indian entity. By Aditi Tarija.
The study of the problem is limited only within the city of Bangalore. It includes the
customers who use the online food ordering system. The study is very much important
for knowing the customers’ perception of online food ordering and this is analyzed based
on randomly selected 100 sample size due to the time constraint.

1.4 Need for the study

Owing to the changing Indian demography, there is need for building up of infrastructure
for processing and marketing of the agricultural yield. As more and more people in the
developing countries are moving towards the cities, urban food and nutrition issues are
becoming increasingly relevant and pressing. There exists wide disparities between these
cities in terms of their geography, history and culture which make reference to an
average urban consumer as an individual misleading and the identification of consumer
groups having different cultural backgrounds, socioeconomic status, lifestyles and
consequently different consumer behavior and needs is preferred.
Consequently the food and diet patterns of the various strata of urban population
deserves more attention than they have been given so far, not only for their implications
on food and agriculture planning but also for determining remedial actions and preventive
measures.
Consumers have specific needs and expectations with respect to their food. With intensive
urbanisation, large volumes of food move through the systems and the foodsystems
themselves are becoming increasingly complex. With these changes in the Indian
population more individuals stay in different cities for the purpose of studies and
employment and the busy schedules of both the husband and wife in the family, the
demand for online food ordering have developed and going up steadily.
As proposed in the background study, excellent customer service is vital in customer
satisfaction and is the prerequisite for initiating and developing long
Term relationship. The restaurant industry in India is at a learning curve and many full
service restaurants are not capable of delivering quality services and therefore does not
contribute to customer satisfaction and lose to competition. Hence it is important to
identify criteria for excellent service in full service restaurant that can be used to serve
as a bench mark to enable restaurant to initiate and develop customer’s relationships
differentiated offering and retention etc., resulting because of customer satisfaction.
The purpose of this study is to measure the perceptions of customers regarding electronic
food ordering among the customers of Bangalore city.

1.5 Statement of the problem

Customers Perception towards online Food Ordering Among the Customers of Gujarat
State

CHAPTER :- 2
REVIEW OF LITERATURE
2.1 Literature Review

(Zeithaml&Bitner, 2003)
In food delivery business Service Encounter does not happen frequently because in online
food ordering and delivery business there is no direct interaction with restaurants.
Consumers usually rely on information updated on restaurant search engine portals.
Customer make their choices, perception by reading reviews and ratings given by critics
and seasoned customers. Sometime phone encounters happen, but that happens between
food ordering & delivery Service Company and customer. According to RedSeer
Consulting firm (www.redseer.com- Feb18)states that food delivery sector is continuously
increasing 15% per quarter.

William R. King , Jun He . (2006)

Many researchers find TAM model (Davis, 1989; Davis, Bagozzi, &Warshaw, 1989)very
effective to evaluate the acceptance, attitude and behavioral intentions of users towards
new technologies. Mobile apps are most convenient ways for ordering food. Due to
rapid increase in mobile users, it has been seen that there is exponential growth in online
food ordering. Consumers find it very easy to search on websites or apps to choose the
food of restaurants they like. Reviews and ratings given by consumers on websites is
beneficial for new customers in purchasing decisions. Filters are also added on websites
and mobile apps to categorize and customize the order according to consumer’s need. In
business everyone is stakeholder. But most prominent stakeholder is the customer.
Delivery time is the most important and deciding factor in retention of the customer.
Employees of the companies also understand that delaying the order means there is a
high probability of consumers switching to other food ordering and delivery services.
Food delivery companies highly understand the importance of delivery time hence they
provide live tracking order facility to know about arriving timeof their orders. Tracking
the order totally depends on the GPS (global positioning system) that is delivery agent
needs to activate GPS service in mobile or in vehicle so that customer and consumer can
track the parcel on his/ her mobile.
In Service sector relationship is a key to success, hence companies are more focused on
building strong relationship with customers. In Food delivery services, company does not
take ownership of food taste. That responsibility is taken by restaurant owners. The main
concern of food delivery service is to provide food to consumer’s door step and that too
in committed time framework.

VaggelisSaprikis. et. al (2010).

The rapid increase of internet usage, as well as, the progress of information technology
have changed the way goods are purchased and sold, resulting to the high growth in the
number of online shoppers. However, a lot of differences regarding online purchases have
been revealed due to the various consumers’ characteristics and the types of provided
products and services. Therefore, understanding who are the ones consuming and why
they choose to use or avoid the Internet as a distribution channel, is a important issue
for both shopping portals and consumer theorists. Moreover, the reasons for using or
avoiding online shopping, as well as, the types of preferred products were studied. The
research provides interesting insights on the online consumer behavior, as the results show
significant differences between the two groups of respondents.

Chris (2011).
Some company believes that some restaurant can promote instantly and customer can
book tables overnight But the fact in today’s scenario some restaurant are not able to
attract customer because there is huge penetration in Indian market especially in urban
cities wherein customer are more selective and people don’t have enough time to visit
restaurant. In such case restaurant owners make alliance with food ordering and delivery
services to deliver food to customer. Food delivery services also gives more visibility to
restaurants.

Kimes&Laqué(2011).
Online food Ordering service is a vital part of restaurant business. Some food supply
chain restaurants like Pizza Hut, Dominos, Mc Donald’s have created mobile apps so that
customer can place order through mobile apps. But since telephone is still most preferred
way of ordering food. Online food ordering service owns most of the restaurant data on
their websites, while telephone is restricted to the particular hotel or restaurant. Using
mobile app will provide more convenience to consumer.

Serhat Murat Alagoza and HalukHekimoglub (2012).

The theory of reasoned action (TRA) (Ajzen and Fishbein, 1980) and the theory of
planned behavior (TPB) (Ajzen, 1985) is used to examine the relationship between
behavior and attitude. Technology acceptance model is the combination of this two
models. states that the attitude of the students differ according to the ease of online food
ordering system and belief of the safety also helps in building attitude against online food
ordering system. Belief can also be termed as trust which is important in creating loyalty.
Innovations and external influence also indicate some impact on attitude of thecustomers.
Innovation can be done in packaging of food which will be delivered to customer. Online
food delivery firms can use customized packaging to increase brand visibility.
Lara Sowinski., 2012).
When there is proper coordination between restaurants, food delivery service. At the same
time locality of the customer also plays vital role in delivering food because if location
is far away from restaurant then more burden comes on the food delivery service
provider.
Caroline Opolski Medeiros and ElisabeteSalay (2013).
The cost, atmosphere, Freshness of food and locality were the attributes most investigated
by the researchers. The food quality and taste were perceived as important by consumers
for every types of hotels. On choosing fast-food restaurants the price and tempo of
service were the most important key factors. On selecting other types of restaurants, the
most relevant factors were the food quality and taste, followed by attributes related to
service. Price was shown to be deciding factor for the students, lower-income people and
individuals who take food less frequently. With respect to gender, women perceived the
preferences of their families and the safety of food as more important than men.
Differences in the degree of importance given to the selection factors were observed
according to the meal context. This review showed that research, applying appropriate
methods, is needed to broadly understand the choices of differing establishments by
consumers.

Kamran Ahsanet. al (2013)

In food ordering and delivery services cloud services are playing very vital role in food
ordering and delivery services such as customer service, relationship management, supply
chain management, etc.Due to technological moment food ordering and delivery services
wants to ensure that ordered food must deliver at right place at right time and to right
person.

Y Prabhavathiet. al.(2014).
When research conducted on preferences and spending pattern of consumers some factors
were identified as affordability, social influence, healthy menu and service quality.
Lifestyle also plays a critical role in consumption of food and restaurant provide
satisfaction by improving the taste of food also relaxation with friends. In food ordering
and delivery services lifestyle may be a deciding factor in consumption of food but this
delivery service business is not limited to fast food. All type of food and beverages are
available on food ordering and delivery services. Taste will be most important factor in
serving the food but inonline food ordering and delivery services restaurant owner is
totally unaware about to whom his order is going to delivered. As order will be
delivered at consumer’s doorstep restaurant ambience is not considered as key factor in
food delivery services.

KrishniMiglani. (2014)
Identified some reasons such as urbanization, growth of working women, younger
population in urban areas and higher disposable incomes combined with increased time
constraints. Popular market trends are Internet sites made-for-delivery and mobile apps. The
growth of demand for take-away despite slowdown in Quick service restaurants (QSR) dine-
in suggests that consumer preferences are moving away from QSR dine-in. Tastes are
changing, eating out at Quick service restaurants outlets are no longer perceived as an
occasion in India. Dine-in trends are finer dining, or café outlets, whilst QSR is
demanded in a fast and convenient manner, preferably delivered to the doorstep. Quick
service restaurants suppliers must evolve with its new perception and cater to the
increased demands of home delivery in an innovative manner. Suggestion is given that
individual brands to apply the new consumer preferences such as refinement, health,
hygiene and taste to win market shares and competing with giant players. Social media
outlets are not just limited to connect with friends but are increasingly a mechanism for
consumers to learn about food. The website is populated with an abundance of blogs all
talking about food in one form or another. Food is the major topic of conversation on
all social media platforms. Indian consumers have developed a strong affection towards
the online food delivery space, they like spending their time online browsing various
convenient options.

PratiksinhVaghela (2014).
Customers has access to internet at office and home. Largely customers are buying
accessories through internet. Most critical factor for online shopping was customers need
to give credit card details and they cannot see products. The perception of customer is
online shopping (food and other accessories) is more expensive, its take more time to
deliver the products and they are facing problems while making online purchases. Online
shopping is becoming daily habit in today’s life. The study showed that customer
believed that online shopping is better option than manual shopping still they have belief
that online shopping is expensive, delayed in delivery of products and service. Most of
the customers are facing problems like return of bad / wrong product, confusing sites and
ineffective customer service. According to, customers most alarming barrier for online
shopping are unable to verify product personally, online payment security. In food
delivery services people are facing similar problems.
Yi Jin Lima, et.al. (2015).
The relationship between purchasing intention and online shopping behavior showed the
positive relationship. The large effect of purchasing intention towards online shopping
behavior was consistent with previous studies that the intention was a salient predictor of
actual behavior to shop online. The second aspect was between subjective norm and
purchase intention with favorable and significant result. The result implied that university
students’ purchase intention was influenced by perception of the cultural background,
families, friends and advertisement.This research has shown an increased explanatory
power of the purchase intention and online shopping behavior compared to previous
research. It also provides guideline for future research to concentrate on the strengths and
terminate the weaknesses. As with any research there are some loopholes in the research
like sample chosen was limited to university students with higher education background

Zulkarnain Kedah (2015)

Found that there a significant positive relationship between website quality and website
trust but also a significant positive relationship between service quality and customer
satisfaction. Furthermore, significant positive relationships are also found not only between
website trust and customer satisfaction but also between customer satisfaction and loyalty.
One important finding came across while research was conducted that there is direct
link between service quality and loyalty. Research also provides valuable insights for
operating online food ordering services. Loyalty also plays a vital role in any firm’s
success which leads to high profits and long term growth.

Zamarrud Ansari and Surabhi Jain (2016)

States that people are habitual to ordering and buying items online. The reduced cost of
mobile phones and the rising standards of living have expanded the size of this larger
market. Broadly, there are three challenges any online Food business will face. To begin
with logistics in terms of timely delivery and optimizing the resources will have to be
taken care of. Next biggest challange is while integrating with the number of
restaurants, since every online food business has to ensure the quality of service by
training its people and also has to make sure that it receives its payment in time. But to
get good technical skills for that will be the third and the most difficult challenge. The,
ost important thing which a good online food portal should evaluate is the employees
associated to firm. They must see whether the employees will be able to excel on
operational level and enhance the business.

ZetyShakilaBintiMohdYusofet. al (2016)
Stated that e-commerce is a aggregator and it is necessary to focus more on service
quality. Which is more customer centric. For future conclusion e-commerce will be a
major platform for the potential and prospect entrepreneur to starting the business of food
delivery service which connects between restaurant and the customers.

S SSangle. et al (2016).
Customer would be more delighted if online food ordering services gives an option of
delivery and confirmation email will be send to customer regarding order status.. In
current scenario every online food ordering and delivery service firm has mobile app on
various app stores and almost many people in urban areas carry smart phone. When
order is placed through mobile app, customer can track their order on mobile app itself
because of GPS which is already installed in every smart phone. App also shows the
estimated time of the delivery.

Z Ansari and Dr. S Jain (2016).

Because of more women working professionals and smart phone penetration these online
food delivery services have identified the need and established their business with the
help of technology. Some researchers have drawn the fact that the frequency of food
ordering is higher than retail shopping. Restaurants are making earning high profits
because of these online food ordering and delivery services because of many reasons. It
helps restaurant to eliminate local competition as most order are placed through online
portals. It also helps to avoid long queue during peak hours and proper management of
food to avoid wastage..One important aspect that is never covered in research is the
behaviour of the employee i.e. delivery boy who delivers the food at customer’s door place.

H.S. Sethu and B Saini (2016).

There are several external and internal components of food delivery services. External
components include cultural background, reference group. Socio economic class, past
experience, perception and attitudes. Many reasons lead to dissatisfaction of consumers. These
reason are security, graphical interface of websites or mobile, spam emails, newsletters,
etc. Recommendation of services to others indicates the commitment and brand loyalty to
the company .This happens due to value creation activities such as good past experience,
better offerings and delivery of order in stipulated time. Study was on specific age group
(youngsters) and is limited to local food delivery services. Other demographics may have
different views and different sets of perception which may indulge more accurate
outcome about understand the behavior of consumer. Also competitor analysis is also
important to provide best offers to customers. Other aspects like delivery charge and
packaging of food are responsible in creating value and retention of existing customer.

Mustafa Abbas Bhotvawala et.al (2016).

As opposed to 'Delivery as a Service' companies, aggregator delivery services generate a
platform for consumers to navigate through a many restaurants hosted on their websites,
discovering restaurants and placing orders manually. The study was based on the
comparison of growth and operating strategies of four such food ordering and delivery
companies in a booming Indian market (Swiggy, Zomato, FoodPanda, and TinyOwl). The
market is expected to grow 40 % annually owing to a larger disposable income from a
wealthier middle class (also with long, erratic working hours). Growing incomes have
encouraged the creation of an increasingly health-conscious middle class, desiring meals
which may substitute nutritional values of home-cooked meals. Aggressive growth
strategies have not been as rewarding elsewhere in the food-service industry. However, the
future seems brighter for the online food industry, as India catches up with developed
markets (where online food orders take upwards of 30 % of market share).

Helge Wurdemanna. (2016).

The common approach when developing new applications for handling foods is to use
previous experience of technology for similar foodstuffs. Empirical experience is
acceptable for a characterized approach, a more structured approach is developed. The
key development is an explicit way of classifying products, so that there is no discussion
about the allocation to a certain group. The product description characteristics were
chosen according to the needs of processing the different kind of products. Parameters
such as temperatures were excluded because the temperature cannot be changed and if
the temperature changes, the consistency of the food product will be event which means the
type of food ordering process falls into another category. On the other hand, a definition
needed to beestablished that extracts food ordering processes from other types of food
processes. By discussing common and used automation for ordering processes and by
linking these to certain food categories, gaps can be identified. These gaps represent
manual ordering processes that exist, but have not been automated. The outcome of the
research is hoped to provide a theoretical basis and leading edge methodologies to
underpin all physical structure creation tasks.

Girish Deore1, Pranav Shete (2016).

Online food ordering has been adopted by majority of restaurants offering delivery of
food. The customers using online food ordering have been showing gratitude with the
technology and marked that online ordering has met the expectations. The advantages of
online ordering are improved order certainty, enhanced yield, and improved customer
relationship management. These will probably cancel out the costs and operational threats
for most restaurants. Saving and convenient. Survey has found that when a consumer
prepares a mind to purchase online food he or she is affected by multiple factors. The
main crucial identified factors are time saving, and convenience. People compare prices in
online food delivery website and apps and then review all feedbacks and rating about
product before making the final selection of the dish. Thus the restaurants have to make
proper strategies to increase the consumer’s level of trust on them by getting feedbacks,
encouraging the customers to share reviews about their food and also to create awareness
of their presence in online food market by displaying the merchandise of the online food
delivery website, app or portal.

NehaParashar and SakinaGhadiyali (2016).

Intangible products comprises of various hospitality services where in there cannot be any
transfer of possession or ownership, and they cannot be sold but come into existence at
the time they are consumed or bought. The research was conducted on different apps that
are available either by aggregators or by restaurants themselves for various purposes like
delivery, pointing system, in house app ordering, etc. Consumer behavior is the study of
how individual customers, groups or organizations select, buy, use, and dispose ideas,
goods, and services to satisfy their needs and wants. It refers to the actions of the
consumers in the marketplace and the underlying motives for those actions. Researcher
explains that how consumer has shifted the behaviors with the involvement of technology
and how customer archives satisfaction by using various applications.

Alexandra Rodney. et al (2017)

states that women bloggers inspire the make different type of food items. On many case
prominent personalities are taken to influence cooking at home. This paper presents
illuminates food blogs’ paradoxical combination of idealization and lack of interest in food
preparation. The research is strictly limited forwomen.

Juan C. Correaa (2017).

In urban areas Online food delivery services rely on urban transportation due highly
dense traffic in cities. These services exploit user-generated contents to promote
collaborative consumption among its members. Researcher has evaluated the impact of
traffic conditions (through the use of Google Maps API) which is the key performance
indicators of online food ordering and delivery services. From the overall research it is
found that traffic conditions exerted no practical effects on transactions volume and delivery
time fulfillment, even though early deliveries showed a quality issue association with the
number of comments provided by customers after receiving the orders at door step.

Ng SooRyue., et. al (2017)

States that there are several factors that restaurant owner should be aware off. There
might be a problem where customers face a problem because of technological awareness.
Customers may be reluctant to order food through websites or mobile apps. These factors
may have direct impact on customer perception. Research also found some positive
impact on restaurants with respect to increase in revenue, more exposer and wider reach
to customer, convenience, etc. When interviewed to restaurant owners, they encountered
many issues regarding aggregators. Order is not delivered on time because of heavy
traffic and every citizen has to follow traffic rules except some emergency services.
Every restaurant owner is equipped with order tracking machine which is been provided
by food delivery service firms. Issues also arises when machine is breakdown or stops
working. In such case restaurant owner is not able to track the order of customer hence
late delivery may occur. Restaurant owner also suggested that the food delivery service
firms should provide immediate replacement or repairing of the machine. Expensive food
delivery cost is also major reason in creating perception of customers. As food delivery
services takes the responsibility of delivery food to customer’s place, many customer have
ambiguity whether food delivery service provider is delivering late orders or it is a
restaurant owner who did not provide food on time. Due to shortage of man power, many
orders are given to one delivery boy. Hence order are delivered late.

ÇanakkaleOnsekiz Mart Üniversitesi and GökçeadaMeslekYüksekokulu (2017)

Did research in Turkey and found that fast food habits are limited to nearby areas of
university campus and major metro areas in town. Some issues have also came up
regarding customer identification while placing an order through food delivery service
websites and have led to false order placing. Some major giants in fast food have hygiene
issues and due to many orders delivered food is neither fresh nor hot. The research was
limited to Turkey. Other countries have different regulations related food industry and
perception of consumers will be different.

V Kanteti(2018).
The untapped market in food delivery service is home cooked food. This is where the
true opportunity lies. Online food delivery firms have truly transformed the way
restaurants are doing the business. Nevertheless packaging cost will always be crucial
part for low priced orders as online food serving is an option for daily consumed food.
Due to nuclear families in urban cities and fast moving life people do not have enough
time to cook food at home, hence this opportunity lies. .

S Rathore and M Chaudhary. (2018).

The consumer perception regarding online food delivery differs from person to person.
The perception is also build on personal opinion. Mostly young population is more
attracted towards online food ordering services as compare to elder people This is due to
lack of awareness regarding technology (mobile apps). Also consumers are keen towards
those food delivery services which provide heavy discounts and cashback offers. To
identify actual behaviour of consumers’ large geographical area with proper segmentation
may help companies to target customers in more appropriate way.
 CHAPTER :- 3
OBJECTIVES AND METHODOLOGY
3.1 Objectives of the Study

Following are the objectives of the study.

 This study aims to collect data regarding the awareness of online food ordering
 To define which platform was easy and convenient for online food ordering
 To find out the customers perceptions and knowledge of online food ordering that
influences their buying decisions.
 To analyze what channel is used more frequently in online food ordering.
 •To study the advantages and disadvantage of Electronic food ordering.
 What are the challenges consumers are faced in online food ordering
 Which type of payment methods are convenient to the consumer

3.2 Research methodology

The study is based on the collection of primary data. Quantitative research method was
used in this research so as to investigate and observe the collected data with the help of
statistical, mathematical and computational techniques. A structured questionnaire was designed
with close-ended and open-ended questions. It was designed in such a manner so that it caters all
the areas of study. The survey was conducted in different areas of Gujarat with sample size of
100
Responses were collected As the population was small & homogeneous, all subsets of the
frame are given an equal probability. Thus non-probability sampling method was used. Under
non-probability technique, convenience sampling method was used. The population consist of
the students, self-employed, homemaker, private company employee and business owners of
different areas in Gujarat.

Data collection :
 The success of any project or market survey depends heavily on the data collection and
analysis. It is necessary that the data collected is a reliable data in order to achieve the
research objectives. All data sources can be classified into two:
 Primary data- primary data is gathered from direct observation or data personally
collected. It refers to that data which is collected for a specific purpose from the field of
enquiry and are original in nature. For the project primary data were collected mainly
through survey method, using the tool questionnaire.
 Secondary data- are those which have been already collected by others for a specific
purpose and are subsequently used for application in different conditions. It is the second
hand information about an event that has not been personally witnessed by the
researchers. The use of secondary data saves time and money. The purpose is to increase
the accuracy of analysis. Here the secondary data was obtained from--- Various text books,
registers, magazines, journals. Dissertations etc. Websites of the organization. 29

Sample design:
Non probability sampling is used. Random customers who use electronic food ordering
especially who are within the area of Gujarat state were selected for primary data.

Sample:
A Sample of 100 customers both male and female drawn from Gujarat have given back
the duly filled up questionnaire. Out of the total population of customers in Gujarat 100
respondents have been taken as the sample size.

Tools for collecting data:

A research tool plays a major role in any worthwhile research as it is the sole factor in
determining the sound data and in arriving at perfect conclusions about the problem or
study on hand, which ultimately, helps in providing suitable remedial measures to the
problems concerned.
 CHAPTER :- 4
ANALYSIS AND INTERPRETATION
4.1 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 customers’ perception towards online food ordering among
the customers of Bangalore city. The data obtained from responses to the questionnaire,
and tabulated and analysed. The data for this purpose was collected with the help of
readily available tools. Interest of customers is necessary to find out the answer for the
questions.
 CHAPTER :-5
FINDING AND CONCLUSION
5.1 Findings of the study :

 Users were significantly more likely to say that they would use or recommend
online ordering food
 Nearly 93 percent of the respondents found electronic food secured.
 Respondents were significantly more satisfied with online food ordering.
 Male respondents more likely than women to use or recommend online ordering
food as most of them were student
 Most of the respondents even today use telephone as the main source of
communication to use electronic food ordering.
 Respondents between the ages of 18-25 years ordered electronic food more.
 The analysis found that there was lot of demand on digital payment
 Students are more likely with this online food ordering and they ordered much more than
others
 Most of consumer preferred food delivery app for online food ordering
 Zomato and swiggy were most prefered app for online ordering
 Most of respondent ordered food online weekly
 Nearby 45 percent consumer said that one biggest challenge in this online food ordering
was delivery time was more

5.2 Recommendations:

 As professionals lack time to cook and since they have to get back on their busy
lives, electronic food ordering should be made convenient for them using various
gadgets.
 Restaurants operators should increase online ordering through simple addition of
new distribution channels to attract the customers.
  As most of the customers use telephone and mobile phones to order food online,
restaurant operators should encourage them by responding effectively to telephone
calls that provide human interaction.
 Customers face a lot of challenges as the site is slow. Thus the restaurant
operators must know some techniques to place the order quickly and effectively.
 Restaurants should focus on giving their customers the best quality and various
options on choosing the variety of food stuff.
 More and more customers should be encouraged to order food online as now a-
days it becomes difficult for an individual to go and place orders directly to the
restaurants and also some customers are uncomfortable with the recent upcoming
technology.

5.3 Conclusion :

After studied the customers’ perception of electronic food ordering it is concluded

that every system has its strengths and weakness. The purpose of this online food
ordering system is basically to save the time of the customers especially when he/she has
to invite people for any occasion.
The chief reason of electronic ordering is convenience. The single most important
attribute of electronic ordering is accuracy. This study found that online food ordering is
reasonably popular among the residents of Bangalore city. Nearly 90 percent of the
respondents were aware of the electronic food ordering. Customers between 31-35 years
of age ordered more electronic food and it was often ordered as they didn’t want to
cook especially during the weekends. Customers who evaluate service quality based on
interactions with employees won’t want to use self-service ordering. Similarly, customers
who were uncomfortable with technology may be reluctant to try an electronic self-
service site because they may be afraid of getting tangled up in the technology. This
study has shown that perceived control and convenience are keys to customer use of
online ordering which leads to higher satisfaction. My findings indicate that restaurant
operators should focus on giving their customers higher levels of perceived control and
convenience, since these are associated with a higher intent to use online ordering in the
future. Young customers are more likely to use online, mobile or text ordering. Young
customers place a greater value on convenience and speed than older users do.
To conclude customers will appreciate not having to wait and other waiting
customers may be motivated to try electronic food ordering.

5..4 Bibliography :
http://www.wisegeek.com/what-is-online-food-ordering.htm
http://www.wikihow.com/Order-Food-Online-with-Snapfinger
http://gulfnews.com/news/gulf/uae/general/online-food-ordering-gets-mixed-reviews-in-uae-
1.1281064
http://www.fastcasual.com/article/207437/Report-Majority-of-consumers-now-use-mobile-food-
ordering-tools
http://www.fastcasual.com/article/215365/MICROS-introduces-commerce-platform?
utm_source=news&utm_medium=site&utm_campaign=most_commented
http://www.fastcasual.com/blog/12551/A-new-vision-for-restaurant-catering?
utm_source=news&utm_medium=site&utm_campaign=other_blogs
http://www.fastcasual.com/research/272/Online-Ordering?nav=top!
http://www.slideshare.net/chorneukar/savedfiles?s_title=5-easy-steps-to-profit-maximized-
online-ordering&user_login=dholscher
http://www.slideshare.net/biznessapps/food-ordering-apps
http://www.slideshare.net/yumybay/yummybay-ppt http://www.slideshare.net/susanseo/benefits-
of-ordering-food-online
 ANNEXURE

1. Age : ( ) 0 to 18 ( ) 18 to 25 ( ) 25 to 45 ( ) Above 45

2. Education : ( ) 10th ( ) 12th ( ) Graduation

( ) Post graduation

3. Gender : ( ) Male ( ) Female ( ) Other

4. Occupation : ( ) Student ( ) Self-employed ( ) Professional

( ) Employee ( ) Housewife ( ) Retired

5. Marital status : ( ) Single ( ) Married

6. Are you aware about online food ordering system ?

( ) Yes ( ) No

7. Do you find online food ordering easy and convenient?

( ) Yes
( ) No
( ) To some extend
( ) Quite an extend

8. Are you are with how many electronic channel of online food orders ?

( ) Telephone / Mobile
( ) Restaurant site
( ) Restaurant app
( ) Others
9. On what occasions have you ordered online food ?

( ) Special occasion
( ) Social
( ) Don’t want to cook

10. From which company do you prefer to order food online ?

( ) Zomato
( ) Swiggy
( ) Uber eats
 ( ) Foodpanda
( ) Others
11. Which meal do you order typically more ?

( ) Snacks
( ) Dinner
( ) Lunch
( ) breakfast

12. Which company provides more promotions and offers ?

( ) Zomato
( ) Swiggy
( ) Uber eats
( ) Food panda
( ) Others

13. How often do you order food online ?

( ) Daily
( ) Weekly
( ) Monthly
( ) Yearly
( ) Never

14. What day do you order ?

( ) Holiday
 ( ) Weekend
( ) Anytime
( ) Never

15. How did you come to know about the online food ordering system ?

( ) News paper
( ) Internet
( ) Advertisement
( ) friends
( ) Others

16. On an average how much money do you spend monthly on online food ordering ?

( ) < 1000
( ) 1000 - 2000
( ) 2000 – 3000
( ) > 3000

17. What are the challenges you faced while ordering food online ?

( ) Site is slow
( ) Site is not opening
( ) Service follow up is poor
( ) Delivery time is more
( ) others ___________________
18. Do you find online food ordering secured ?

( ) Yes
( ) No

19. Whatever mode of payments do you prefer the most ?

( ) Internet transaction
( ) credit
( ) Cash on delivery