ONLINE FOOD SERVICES

A project report presented to faculty of business management

and commerce

Panjab University, Chandigarh

IN FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF THE

DEGREE OF

MASTERS IN COMMERCE(BUSINESS INNOVATIONS)

(under the innovative programme schedule of University Grants Commission)

JYOTI

6923

M.COM Business Innovation 2017-19

POST GRADUATE DEPARTMENT OF BUSINESS INNOVATIONS

AND COMMERCE

SCD GOVERNMENT COLLEGE,LUDHIANA

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 CERTIFICATE

This is to certify that the Project Work titled “Online food services” is
an original work done by Jyoti, student of S.C.D Government College,
Ludhiana. The Report is being submitted for the requirement of Project
work under the degree of Masters of Commerce(Business Innovations).
The entire project is done under my guidance and is an original work of
the Doer.

Name and Signature of Guide: Jyoti

__________________________________________ M.Com (BI) [2017-19]

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 DECLARATION

I Jyoti, student of M.COM (BI), S.C.D Government College, Ludhiana

declaring that the information given in this Project work is correct and the
data represented in this Project is true as far as I know.

I hereby also declare that the project report entitled “Online food
services” submitted for the M. Com Business Innovations is my original
work and the Project Report has not formed the basis for the award of
my degree.

Date:-. Jyoti

Place:-. M.com(BI)

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 ACKNOWLEDGEMENT

The success of a person does not depend upon his own efforts only but
his success is influenced by others who are working with him. A person
cannot do anything in isolation without cooperation and help of others.
But it oftens happens that one is at a loss of words when one really
thankfully and sincerely wants to express one’s feeling of gratitude
towards someone.

I gratefully acknowledge Dr. Ashwani Bhalla for guiding me

with attention and care. He has provided me with valuable insights
during the entire synopsis and his cooperation at every step. Plus he
has taken pain to go through the project and make corrections as and
when needed.

It is priviledge to humbly extol the proficiency to thanks eachone who

has spared out their precious time and for their valuable guidance in
making me learn and attain promt knowledge about online food
services.

JYOTI

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 INDEX

S.no. Content Page no.

1. Introduction 6
2. Objectives 12
3. Research methodology 13
4. Review of literature 15
5. Demand & supply drivers 20
6. Online service providers 25
and functional
requirements
7. Growth in online food 46
services
8. Data analysis & 53
presentation
9. Summary & conclusions 59
10. Bibliography 61
11. Appendices 62

INTRODUCTION

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Online food ordering is the process of food delivery or takeout from a local
restaurant or food cooperative through a web page or app. Much like ordering
consumer goods online, many of these services allow customers to keep accounts
with them in order to make frequent ordering convenient.

A customer will search for a favorite restaurant, usually filtered via type of cuisine
and choose from available items, and choose delivery or pick-up. Payment can be
amongst others either by credit card, Paypal or cash, with the restaurant
returning a percentage to the online food company.

The online food ordering system gives restaurants the ability to increase sales and expand
their business by giving customers the facility to order food online. With an online restaurant
menu ordering system, customers can place orders online 24 *7. Thus it is a simple, fast
and convenient food ordering system giving an edge over the competition at an affordable
price.Internet has seen a tremendous growth in terms of coverage and awareness. So
giving the business an online presence has become very crucial and important. online
food menu is set up by the proposed food ordering system and as per their
will customers can easily place the order. Also, customers can easily track the
orders with the food menu. The management improve food delivery service
and preserves customers database. Motivation to develop the system is from
the restaurant management system. To get the services efficiently the users of
the system provides various facilities. Restaurants as well as Mess facility is
considered by our system for the customers. Mostly mess users are person
who are shifted to new cities and this can be considered as a motivation to
our system. Another motivation can be considered as the increasing use of
smart phones by the customers, so that any users of this system get all service
of the system. The system will be designed to

through GPS and where users can provide feedback and recommendations to
Restaurants / Mess service providers.There’s a need for the system due to
lack of a full fledgeapplication that can fulfill the customer requirements by

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providing him food from restaurants/mess service. For the students studying
in different cities, our system will be very helpful.

The flexibility to the Customers/Users to order from either Restaurants or

Mess is provided by our system. Recommendations to the customers is also
provided from the restaurants/mess owners which are updated daily. There
will be no limitation on the amount of order the customer wants by ordering
food from our system. As a Startup Business for the developers the same
system application can be used. Real time customers feedback and ratings are
provided by our system with the comments to the restaurants/mess owner. It
gives appropriate feedbacks to users, so if there is any error happened, then
there will be a feedback dialog toward users.

To avoid users doing fatal errors and inappropriate action our system
application is designed. Input will be taken by the user from the graphical user
interface. The major attributes such as name, address, email-Id, mobile no,
other personal related values will give input to the dataset. The
User/Customer’s Order, Bill, Feedback and Recommendation will provide the
output. For the initial implementation of the system we have considered 2
restaurants and 2 mess services in 5 areas.

With [Online Ordering System], we can set up we restaurant menu online and the
customers can easily place order with a simple mouse click. Also with a food menu online
we can easily track the orders, maintain customer's database and improve the food delivery
service. We can receive order through e-mails/ fax or directly view on internet. The
restaurants’ can even customize online restaurant menu and upload images easily. Having
restaurant menu on internet, potential customers can easily access it and place order at
their convenience.The format of home delivery or the takeaways have gained a lot
more customers in locations such as malls, offices and big-party orders for
residential complexes. People missing breakfast on the way to work, order-in.
People who desire a better choice of corporate lunch or party, order in too.

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Everyone seems to be in awe of the online food order and delivery option for the
convenience and immediate source of food at home.

FEATURES:-

 Online menus (original and searchable format)

 Provision of restaurant owners to register themselves with their menu.
 Easy lookup of restaurants in your area
 Check Ratings and Review the restaurants

 Simple, fast and convenient ordering of food

 Availability of the menu online 24*7*365 – no need to recite the

complete menu over the phone. An online menu is ready to be viewed
and printed by people worldwide.
 Accurate – no more spelling out the dishes’ names.
 Menu with the actual pictures of the product thereby adding to the
uniqueness of your online presence.
 Prior knowledge of time for delivery helps prepare and provide better
service.
 Provides base for online promotions, electronic coupons and gift
certificates without needing the costly conventional media.
 Receive direct customer feedback and suggestions.
 Keep the customers informed.

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HISTORY OF ONLINE FOOD SERVICES:-
The first online food order was a pizza from Pizza Hut in 1994.

This is a picture from a

2018 Pizza Hut pizza
box, which describes
the first online food
sale.

The first online food ordering service, World Wide Waiter (now known as Waiter.com), was
founded in 1995. The site originally serviced only northern California, later expanding to
several additional cities in the United States.

During the dotcom boom, startups like Webvan, HomeGrocer, and Kozmo started online
grocery delivery, but ended up closing in 2001 after the dotcom crash. Seamless was also
founded during this time.

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GrubHub was founded in 2004. By the late 2000s, major pizza chains had created their own
mobile applications and started doing 20-30% of their business online.

With increased smartphone penetration, and the growth of both Uber and the sharing
economy, food delivery startups started to receive more attention. Instacart was founded in
2012. In 2013, Seamless and Grubhub merged. By 2015, online ordering began overtaking
phone ordering.

As of September 2016, online delivery accounted for about 3 percent of the 61 billion U.S.
restaurant transactions.In March 2018, the Toronto based mobile App Ritual adopted an
aggressive strategy of sign up incentives to capture a significant portion of the City of
London young professional lunch market. At the time of writing, the long term success of
this strategy remains unclear. Ritual however has also attracted controversy by allowing
random strangers to access users precise work place location and eating habits. Even
though people these days rely a lot on the food delivery services but the question still
remains, how did this service originate and from where did this idea come from? According
to studies, it was the period of World War II when this service was started because most of
the homes and kitchen appliances of a large population was destroyed and they did not
have any place or food to cook. The role of Women Volunteer Service was prominent at this
time that was also previously involved in delivery food to servicemen. In Hemel Hempstead
in 1947, the service was properly started by delivering warm and pre-cooked food to people
through prams instead of vans.

The spreading of this idea

From UK, the idea of food delivery services soon spread to United States, which adopted it
as well in Philadelphia. Apart from delivering food to those who required it, they also aimed
to provide food delivery to those households that were poor and bounded to their homes.
The government made sure that the quota of every house is fulfilled so that people do not
stay hungry. This method soon spread to other parts of the country as well including New
York and Columbus. When other parts of the world also came to know about the service
and the benefits related to them, they also excelled in this field. In Australia, the food
delivery services started in 1952.

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Modern food delivery services

With the passage of time, a lot of changes and improvement was made to make this service
more attractive than ever. Most of the famous restaurants introduced their toll free numbers
so that customers could call on these numbers without incurring any charges. On the other
hand, with the passage of time, the idea of free home delivery of food was also introduced
which was appreciated by the customers. In this way, people could not only call the
restaurants for free but also get hold of the food that they require without incurring any cost
of transaction. This shows that food delivery services play a crucial role in the food and
restaurant industry and due to the high level of competition; this has proved to be a major
factor that affects the demand of people.

OBJECTIVE OF STUDY

 To understand the benefits of online food services for customers.

 To evaluate its performance and acceptability in terms of security, user-

friendliness, accuracy and reliability.

 To find out key success features of online food services.

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  To measure how much customers are satisfied with online food

services.

 To understand the growth in online food services.

 To know current market scenarios of online food services.

 To know customer behavior on online food services.

 To know the impact of online food services.

 To know about the demand and supply drivers of online food services.

RESEARCH METHODOLOGY

Methodology

Data Collection methods

Primary data

Field Survey

Personal Interview (Questionnaire)

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Secondary data

Internet

Company database

Research Area

Ludhiana

1. Primary Data :-Primary data is the first hand information collected during the
research. These are the original observations collected from the targeted segment.
The primary data is collected through structured questionnaires and direct
interview.

2. Secondary data: The secondary data is collected through the materials given by
the organisation , books, journals, Business magazines and internet.

Sampling methodology

Sampling Method:

Non-probability, Convenience sampling method.

In non-probability sampling technique the chances of selection of all elements of

population are not equal and convenience sampling method means sample drawn at
the convenience of the interviewer people tend to makes the selection at familiar
location and choose respondents who are like themselves.The researchers used
and exploratory research technique based on past literature from respective

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journals, annul reports, newspapers and magazines covering wide collection of
academic literature on online food services. Available extensive data was
extensively used for study.

LIMITATIONS OF THIS STUDY:

 We had very short time period which was not enough time.
 Some of the respondents were not able to answer all of the questions in
questionnaire.
 Lack of my experience and efficiency to prepare a standard report.
 Respondents were too busy to read the questions properly and tick the
answer just for the sake of completing the survey quickly. So, there is no
guarantee that the data collected is 100 % correct and hence while
analysing the research has considered the level of significance.

LITERATURE REVIEW:-
(Loshin &Murphy, 1997). one of the various services in e-commerce where a shop
offers it customer access to interactive menus of the meals they are offering so
that the customers can place orders.This is done through a website that is
available to the customer over the internet on their personal computers or
mobile phones.Just like ordering other consumer goods online, online food
ordering usually involves creating user accounts for the customers so that they
can easily place orders every time they visit the website. The customer selects
from a list of available foods and pays to place an order for the chosen food.

By Sayoni Bhaduri

Food goes tech savvy 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.

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Online food ordering websites present just the options. The difference between
the organised and the unorganised sector in the Indian hospitality industry is
huge. This does not just include hotels, but also the food service segment.

(Sheehan, 2010)

The world today is living in the Digital Age, a time when new technologies
characterize what is definitely one of the biggest revolutions of all times. It is in
this age that the use of the computer has continuously eased the day-today
activities of the human being. The customer chooses to have the food they chose
either delivered at their homes or places of work, or the alternative of picking it
up themselves from the food store.

(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.

Perner, L. (2008).

This literature review will focus on exploring marketing strategies employed when
selling food. I will be looking at what influence these marketing strategies have on
consumers decision making process and the effectiveness of these strategies. It is
clear that consumers don't all buy the same things and I am interested to find out
what causes this difference in product selection. There are many things that can
influence these decisions, from the placement of products or the aesthetics of the
product. Food companies may also take location or population into account when
choosing what product to sell and where to sell it.

(Kendall & Kendall, 2002)

Online food ordering system is a system to manage the HIT canteen business. The
main point of developing this system is to help canteen administrator manage the

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canteen business and help customers through online ordering and lunch
reservation. 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.

According to Serhat Murat Alagoz & Haluk Hekimoglu (2012), e-commerce is

rapidly growing worldwide, the food industry is also showing a steady growth. In
this research paper they have used the Technology Acceptance Model (TAM) as a
ground to study the acceptance of online food ordering system. Their data analysis
revealed that the attitude towards online food ordering vary according to the ease
and usefulness of online food ordering process and also vary according to their
innovativeness against information technology, their trust in e-retailers and various
external influences.

According to H.S. Sethu & Bhavya Saini (2016), their aim was to investigate the
student‟s perception, behavior and satisfaction of online food ordering and
delivery services. Their study reveals that online food purchasing services help the
students in managing their time better. It is also found that ease of availability of
their desired food at any time and at the same time easy access to internet are the
prime reasons for using the services.

According to Sheryl E. Kimes (2011), his study found that perceived control and
perceived convenience associated with the online food ordering services were
important for both users and non-users. Non-users need more personal interaction
and also had higher technology anxiety to use the services.

According to Leong Wai Hong (2016), the technological advancement in many

industries have changed the business model to grow. Efficient systems can help
improve the productivity and profitability of a restaurant. The use of online food
delivery system is believed that it can lead the restaurant‟s business grow from
time to time and will help the restaurants to facilitate major business online.

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According to Varsha Chavan, et al, (2015), the use of smart device based
interface for customers to view, order and navigate has helped the restaurants in
managing orders from customers immediately. The capabilities of wireless
communication and smart phone technology in fulfilling and improving business
management and service delivery. Their analysis states that this system is
convenient, effective and easy to use, which is expected to improve the overall
restaurant business in coming times.

According to Hong Lan, et al, (2016), online food delivery market is immature
yet; there are some obvious problems that can be seen from consumers‟ negative
comments. In order to solve these problems, we can neither rely merely on the self-
discipline of online food delivery restaurants nor the supervision and management
of online food delivery platforms. Only by taking laws as the criterion, with the
joined efforts of the online food delivery platforms and restaurants, the government
departments concerned, consumers and all parties in the society, can these
problems be solved and a good online take away environment can be created.

A research on the changing market for food delivery (Carsten Hirschberg

et al 2016) indicates that online’s penetration of the total food-delivery
market broke 30 percent in 2016. We believe penetration rates will grow
further as the market matures, eventually reaching 65 percent per year.

According to gloria food the advantage of online ordering and the reasons
for the growth of food delivery app industry are Convenience, Simpler
menu to manage, significant savings, no hassels etc. FoodPanda is an
introduction to the newest food sensation that’s here to stay (Shiyin Chan ,
2015) Foodpanda is a global online food delivery marketplace
headquartered in Berlin, Germany. Fun fact - they’re also known as
hellofood in other places in the world.

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Bhavna Singh (2015) said that Foodpanda has been present in the Indian
market since May 2012. Foodpanda first major move was acquisition of
TastyKhana, which was launched in the city of Pune in 2007. Together with
TastyKhana and JUST EAT, it is now present in over 200 cities and partners
with over 12,000 restaurants. She also talked about JUST EAT was launched
in Denmark in 2001 and was traded publicly on the London Stock
Exchange. Their Indian business was launched as Hungry Bangalore in
2006. It was renamed in 2011 when JUST EAT acquired a majority share in
the business. Today, the company partners with over 2,000 restaurants.

According to Deepinder Goyal, Zomato CEO and co-founder told

TechCrunch that he expects to reach 10,000 restaurants in India in a few
months. “We have a sales team of around 300 in India and 5,000-odd
advertisers… these partners know the volume we bring to them so it is
quite easy for us to launch this new service.”

According to a recent sectoral report published by IBEF (Indian Brand

Equity Foundation), food has been one of the largest segments in India’s
retail sector, valued at $490 billion in 2013. The Indian food retail market is
expected to reach Rs 61 lakh crore ($894.98 billion) by 2020. The Indian
food processing industry accounts for 32 percent of the country’s total food
market, one of the largest industries in India and ranked fifth in terms of
production, consumption, export and expected growth. The online food
ordering business in India is in its nascent stage, but witnessing
exponential growth. The organised food business in India is worth $ 48
billion, of which food delivery is valued at $15 billion. Investment in food
startups, which mainly include food ordering apps, has increased by 93
percent to $130.3 million, comprising 17 deals till September 2015, as
against only five deals in 2014.

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According to a January 28 report in The Times of India, Rocket Internet
backed Foodpanda has not found a buyer even with a rock bottom price
tag of $10-15 million.The company laid off 300 people in December 2015,
about 15% of its workforce. In September 2015, TinyOwl had fired 100
employees in its Mumbai and Pune offices. And in October, Zomato sacked
300 workers. UK based Just Eat entered and exited the market faster than
you would order and receive pizza.

DEMAND AND SUPPLY DRIVERS:-

E-commerce in India is expected to grow from US $2.9 billion in 2013 to a

mammoth US $100 billion by 2020, making it the fastest growing e-commerce
market in the world! E-commerce is also witnessing a spurt in online food &
restaurant service companies, which is expected to reach $2.7 billion by 2019.
This white paper explores drivers of the growth of such online food delivery
companies in India, the current competition and how this affects the brick-and-
mortar restaurant business in India. Here’s a look at the supply and demand
drivers for online quick food services.

Demand Drivers

Encouraging Demographics

With a population of over 1.2billion, India is undeniably one of the biggest

consumer markets in the world today. Moreover, 50% of this population fall
under the age of 25, and the rest before the age of 35 years; making India among
the youngest population in the world too. Most of the fast food demand comes
from age group 18-40 years. What’s more, by the year 2025 the Indian middle-
class demographic is expected to touch 550 million. Young India’s appetite is one
of the key drivers for demand in the food and beverage industry on the whole.

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Promising Income and Consumption Levels

With an increasing number of young Indians being productively employed in

lucrative industries, sectors like IT services have upped the living standards and
made their wallets fatter too. The World Bank reports a staggering 50% increase
in per capita income since 2006 until now. Urban India sees a visible change in the
social setting, which further fuels the advance of fast food restaurants in India.
Higher disposable income is also a key driver for other subcategories of food
products too.

Favourable Lifestyle Changes

With dual-income families, now urban India sees both parents bring home the
bacon, thus changing the way people live drastically; with changes in routines,
lifestyle and food habits. The demand for quick access to food and one with
affordable rates is on the rise. Time crunches and an increasing need to spend
quality time with 92% nuclear families reaching out for fast food or takeouts to
save time and energy that would otherwise go into cooking up a meal at home
every day of the week.

Rising Number of Working Women

Keeping in line with the above point, there has been an astounding increase in
working women. Working women end up spending most of their productive hours
commuting and at work, therefore there is very less time to cook full blown meals
at home, all by themselves. Working women typically spend a large amount of
their disposable income on buying takeouts or eating out. This is again a key
demand-driver for the food and beverage industry in India.

Supply Drivers

Expanding Variety of Cuisines

With more and more restaurants offering global cuisines, this has had a significant
impact on the overall food industry. Chicken biryani, burgers, butter chicken, pizza
and Hakka noodles are customers' most preferred orders. North Indian fare tops,
but Chinese, Italian, south Indian and 'healthy food' are also popular. The more
Indians living in urban areas are willing to experiment with new cuisines, the more
will frequency of dining out increase.

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Upgrading of Retail Formats

With a slew of international food brands and restaurants making themselves

available at popular malls, these seem to be the ideal space to get more
customers who go to malls to shop. And inversely, more customers going to food
courts and restaurants at malls, shop! It is a win-win situation for all parties,
indeed.

Rising of Contract Cultivation

Contract cultivation is essentially a binding agreement that guarantees farmers’

purchases from giant global companies, provided they agree and supply the
preferred crops to the companies. For example, McDonald's currently has over
400 farmers cultivating potatoes for them in over 2000 acres of farmland in the
state of Gujarat.

Emerging of Logistics Providers

It’s not just true for the emerging e-commerce industry where couriers and
delivery-handling companies are on the rise. There are logistic providers for the
food industry too, such as Radhakrishna Foodland who is a local partner,
providing their logistics services to global giants in India such as McDonald's AND
Pizza Hut.

Growing of Delivery - dedicated Formats

The initial investment needed for a delivery-focused format is much lower

compared to starting up a restaurant or even a fast food joint. Investments
includes rent, designing interiors, furniture and so on. Due to such cost benefits,
more operators are ready to devote their time, energy and investments in the
formats dedicated to delivering food at the doorstep. There is a considerable
decrease in the costs of labour, supplies and the biggest cost saving aspect is the
need for quality real estate. This is the most expensive of all investments in
restaurants, and with a delivery format this cost is saved.

Extension to Delivery Services in Existing Restaurants

Restaurants are now trying to maximize their business output by offering food
delivery services. This way they all are able to rationalize existing fixed costs and

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also keep their business sustainable. Home Delivery is a very vital ingredient in
this mix. It’s no wonder restaurants big and small, all are vying to get a piece of
this pie! Moreover with this format, a higher number of customers can be
serviced, compared to the sit-and-dine format where at peak hours, customers
will be missed. The delivery format keeps customer loyalty going strong too.

New Trends in the Delivery Sector

The role of mobile apps and also web-based system of ordering food cannot be
undermined at this point. With more people using smart phones, increasing
literacy and access to the Internet, the fortunes waiting to be reaped from the
business of home delivery are just a click away! Domino’s Pizza claims to deliver
over 50,000 pizzas in a day and 15,000 of those orders are made online. Fassos is
another popular food chain that doles out over 60,000 orders in a day and all
from their mobile app too. Now that Dominoes and other players have tied up
with the online food service site FoodPanda, these numbers are expected to
double in the coming years. E-Tailing, which is having a sound presence online, is
very promising for all delivery-based ‘quick service restaurants’ (QSR) compared
to the revenues generated from the typical brick-and-mortar format.

Delivery-dedicated Websites

Speaking of FoodPanda (– Which is one of the biggest food service websites,

picking up almost double the funding of that of Zomato, with $310 million) while
global food chains and QSR like McDonald's, and Pizza Hut have their own
websites from where you could order food, other businesses who want in on the
food delivery business opt for websites like FoodPanda and Zomato. There are
many others cropping up who have similar food delivery formats, with their own
coupon and discounts system to get more customers - Just Eat and TastyKhana for
instance, who have just entered the market recently. These exclusive websites
earn commissions on every order and the benefit to customers is that they are
able to access a number of food websites offerings at just one stop, avail
discounts and exclusive offers to get maximum value out of their online or mobile
app orders. Zomato is one of the most popular apps and websites that not only let
customers order food from multiple restaurants, but have a rating system and an
exclusive phone number using which customers could make reservations at the
restaurants. Their advantage is the access to call records, using which they
continually streamline their processes. It’s no wonder they have now picked up a

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funding of more than $163 million for business development. An interesting point
to be noted here is that FoodPanda plans to extend their services and tie up with
restaurants that cannot do home-delivery. There will be logistics-related
investments done by FoodPanda to simply expand their reach and get a larger
bite of the home delivery market. Regardless of who gets the better funding, it is
the ‘total recall’ of websites that would ultimately take the biggest share of the
pie. Even before Zomato or FoodPanda had made an impression on the smart
Indians, there was Burrrrp!, which is now non-existent and so are other similar
websites which mushroomed at one point, but could not stay true to their value
proposition. We have addressed various online food services that deliver ready
meals at homes & workplaces. There is another service based on the food delivery
model - the online grocery market. Some of the leading names in this category
include PepperTap, which recently got some extravagant funding from Snapdeal
and BigBasket. Other services like TapTapMeals exist, which is delivery of “home-
cooked” meals other than the usual global QSR menu.

Impact of Online Food Services on Restaurant Business in India

The format of home delivery or the takeaways have gained a lot more customers
in locations such as malls, offices and big-party orders for residential complexes.
People missing breakfast on the way to work, order-in. People who desire a better
choice of corporate lunch or party, order in too. Everyone seems to be in awe of
the online food order and delivery option for the convenience and immediate
source of food at home. Besides, the convenience of ordering groceries from your
mobile app or web browser has certainly taken away some market share from the
trusted ‘kirana’ or the mom-n-pop stores. India is the 6th largest grocery market
in the world, but the organized sector as run by some of the online businesses
mentioned above makes up only for 5-8% market share of the grocery business.
The vast majority is still owned by these local markets and the mom-n-pop stores.
This has some obvious impacts on the brick-and-mortar formats of in-dining
restaurants as more people prefer to have restaurant-style cuisines right in the
privacy of their homes or workplaces, but the impact is not so much as it may
appear to be. The fast food business in India is only about 2 decades old, and
remains largely unorganized. Given the rate at which the organized sector is
rapidly growing, it is only a matter of time and a much larger chunk of global
investments before a really big impact is made on ongoing restaurant businesses
that may not have a delivery-focused format of their own.

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ONLINE FOOD SERVICES
PROVIDERS:-

1. Swiggy

Available – Android | iOS

Swiggy is one of the top rated food ordering mobile application in India. It was
aroused by the prospect of giving an entire sustenance requesting and
conveyance arrangement from the best nearby hotels to the customers. Swiggy is
best food delivery apps bangalore and other top cities in India.

With over 10,000,000+ downloads in play store, Swiggy rated as No. 1 online food
ordering app in India. The service which provides customers offering from any
restaurant with no minimum order method and receives amount from all nearby
hotels collaborate with.

24
2. Zomato Order

Available – Android | iOS

Zomoto Order is an online food ordering service which is launched by Popular

restaurant finder Zomato. The food delivery service in India operating from all
major cities. With huge popularity in quick span of time, Zomato is the biggest
rival for Swiggy in india.

Zomato is an online restaurant search platform available for Mobile devices

discovered in 2008. Later the company expand the feature by including food
order and delivery in top cities. Zomato operating in nearly 25 countries across
the world including India, Australia, United States. User can place order by
selecting near by restaurant and tapping over the menu.Zomato is an Indian
restaurant search and discovery service founded in 2008 by Deepinder Goyal and
Pankaj Chaddah. It currently operates in 24 countries.[5] It provides information

25
and reviews of restaurants, including images of menus where the restaurant does
not have its own website and also online delivery services in some countries.

3. Uber Eats

Available – Android | iOS

Uber Eats is a popular online food ordering app in India which operating in all
major cities including Mumbai, Chennai, Bangalore, Hyderabad, Delhi and more.
The mobile app available for both android and iOS devices. This is a venture of
Uber Technologies, Inc. who is also own popular taxi service across the globe.

Uber Eats operating in over 1000+ many major cities around the world in various
countries. The app allow users to pick favourite food from nearby restaurants and
delivers to the spot in quick time. In quick span of time, Uber became tough
competitor to other leaders like Swiggy and Zomoto. Try the app and get offer on
first delivery.Uber Eats (previously stylized as UberEATS) is an American online
food ordering and delivery platform launched by Uber in 2014 and based in San
Francisco, California.Uber was founded in 2009 by Garrett Camp and Travis
Kalanick. The company made its foray into food delivery in August 2014 with the
launch of the UberFRESH service in Santa Monica, California. In 2015, the

26
platform was renamed to UberEATS, and the ordering software was released as
its own application, separate from their app for Uber rides. At the same time,
they expanded the platform to include Barcelona, Chicago, and New York City.
UberEATS continued to expand throughout the second half of 2015.

4. Foodpanda

Available – Android | iOS

Foodpanda is a prominent online food ordering website and mobile app which is
operating in 43 different nations across the globe as of 2017. The company
headquartered in Berlin, Germany and found the service in 2012. The firm has
partnered with nearly 40000 local restaurants in various cities to provide delivery
ob time.Foodpanda (stylized as foodpanda) is a German mobile food delivery
marketplace headquartered in Berlin, Germany, operating in 40 countries and
territories. The service allows users to select from local restaurants and place
orders via its mobile applications as well as its websites. The company has
partnered with over 27,095 restaurants in 193 cities and works with over 15,733
delivery riders. The firm was acquired by Delivery Hero in early December 2016.

27
5. Deliveroo

Available – Android | iOS

Roofoods Ltd. (branded as Deliveroo) is a British online food delivery company

founded in 2013 by Will Shu and Greg Orlowski.Based in London, it operates in
two hundred cities in the United Kingdom, the Netherlands, France, Germany,
Belgium, Ireland, Spain, Italy, Australia, Singapore, United Arab Emirates, Hong
Kong, Kuwait, and Taiwan.Orders are placed through its app or website and then
couriers transport orders from restaurants to customers. Deliveroo has received
severe criticism for engaging in "sham" self-employment, and has engaged in
court fights in the United Kingdom to try and deny employment rights to its
workers.Deliveroo works with some of the biggest chain restaurants across the
UK, with the majority being available exclusively on the Deliveroo app along with
thousands of independent restaurants.[10][11] On 16 November 2016, it became
known that the brewing company Heineken International had closed a deal for
Deliveroo to deliver the latter's beers and ciders, initially across 15 sites in
London, Bath and Cardiff.

28
6. Pizza Hut

Available – Android | iOS

Pizza hut is a global pizza delivery app service which is operating in several
countries. In India, Pizza hut operating in several cities for providing on time food
deliver to users.

It offer all your most loved arrangements, pastas, pizzas, beverages and sweet.
Pizza hovel application offers quick get to and neighbourhood bargains.Pizza Hut
is an American restaurant chain and international franchise which was founded in
1958 by Dan and Frank Carney. The company is known for its Italian-American
cuisine menu, including pizza and pasta, as well as side dishes and desserts. Pizza
Hut has 18,431 restaurants worldwide as of December 31, 2018, making it the
world's largest pizza chain in terms of locations. It is a subsidiary of Yum! Brands,
Inc., one of the world's largest restaurant companies.Pizza Hut is split into several
different restaurant formats: the original family-style dine-in locations,; storefront
delivery and carry-out locations, and hybrid locations that have carry-out,
delivery, and dine-in options. Some full-sized Pizza Hut locations have a lunch
buffet, with "all-you-can-eat" pizza, salad, desserts, and bread sticks, and a pasta
bar. Pizza Hut has other business concepts independent of the store type.

29
7. JustEat

Available – Android

JustEat is another comparable sort of administration which gives you a chance to

peruse adjacent eateries and after that request nourishment on the web.

You likewise get rebates for online installment or by means of different coupon
codes. It works in the greater part of the huge urban Cities in India and rated as
Top Food Delivery Apps Mumbai.Just Eat plc is an online food order and delivery
service. It acts as an intermediary between independent take-out food outlets
and customers. It is headquartered in London, England and operates in 13
countries in Europe, Asia, Oceania, and the Americas. The platform enables
customers to search for local take-out restaurants, place orders and pay online,
and to choose from pick-up or delivery options.

8. Faaso’s

30
 Available –
Android | iOS

Faasos’s is an Indian food ordering app startup which started in 2011. The app
owns huge customers in top cities of India like Mumbai, bangalore, Hyderabad.

Faaso app comfortable runs with Android, iOS, Windows operating sysyems. The
app provides easy navigation for customers to choose best available menu for
order.Faasos Food Services Pvt. Ltd., commonly known as Faasos, is an Indian
"food on demand" company that was incorporated in 2011.Faasos operates in the
16 of the largest cities in India and takes customer orders via its mobile app and
also the website. It is the only vertically integrated food business in India and
operates all three stages of a "food on demand" business: ordering, distribution
and order fulfillment.Faasos receives 10,000 orders a day across India and has
recorded a growth rate of 20-25 per cent month-on-month.

9. TastyKhana

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 Available –
Android

TastyKhana is an Indian based Food Delivery mobile app founded by Sheldon

D’souza and Sachin Bahrdwaj. It empowers Customers to get moment access to
its database of more than 7,000 eateries crosswise over India.

It gives a couple of choices to give Customers a chance to make profiles, spare

eatery areas and their past requests. Founded in 2007, TastyKhana avilable for
Android and iOS platfroms.TastyKhana.com is an online food ordering platform
enabling individuals to get food delivered to their doorstep.TastyKhana.com is
one of the first online food ordering platform in India to bring food from your
favourite restaurant to your doorstep. From a humble beginning in 2007 Pune,
today, we have grown into a multi-city online food delivery network.

10. FoodMingo

32
 Available –
Android | iOS

FoodMingo
operating in
top Indian cities
like Hyderabad, Pune and Mumbai. The company founded in 2012 by Pushpinder
Singh. FoodMingo application empowers Customers to request sustenance online
from and book tables at eateries of their decision.

It additionally offers coupons and arrangements from its accomplice eateries in

those urban communities. Customers of FoodMingo application can track their
requests progressively.Foodmingo is an India-based online food delivery, table,
and banquet booking portal that provides restaurant discounts and deals. Scootsy
is the biggest rival of Foodmingo. Scootsy is headquartered in Mumbai,
Maharashtra, and was founded in 2010. Like Foodmingo, Scootsy also operates in
the Packaged Foods & Meats space. Scootsy generates 100% the revenue of
Foodmingo

11. Holachef

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Available – Android | iOS

Holachef is a nourishment conveyance stage which serves sustenance made by

famous gourmet experts to your doorstep.

Holachef has a changing menu consistently with delectable nourishment made

crisp by cooks working in the cordiality business for a considerable length of time.
Holachef is a food-tech startup which curates chefs around mumbai and delivers
food cooked from them online. Everyday there is a change in menu and
compostion of the cuisine. Being a product designer, I was responsible for
designing multiple products that catered to the user and ones which also helped
the process of the business easier.

12. Domino's

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Available – Android | iOS

Domino's Pizza, branded as Domino's, is an American pizza restaurant chain

founded in 1960. The corporation is headquartered at the Domino's Farms Office
Park in Ann Arbor, Michigan, and incorporated in Delaware.In February 2018, the
chain became the largest pizza seller worldwide in terms of sales.
The Domino's menu varies by region. The current Domino's menu in the United
States features a variety of Italian-American main and side dishes. Pizza is the
primary focus, with traditional, specialty, and custom pizzas available in a variety
of crust styles and toppings. In 2011, Domino's launched artisan-style pizzas.
Additional entrees include pasta, bread bowls, and oven-baked sandwiches. The
menu offers chicken and bread sides, as well as beverages and desserts.

From its founding until the early 1990s, the menu at Domino's Pizza was kept
simple relative to other fast food restaurants, to ensure efficiency of
delivery.Historically, Domino's menu consisted solely of one style of pizza crust in
two sizes (12-inch and 16-inch), 11 toppings, and Coca-Cola as the only soft drink
option.

Functional Requirements:-

35
Order Management

The system shall let the user to place an order for their consumers.The system shall
prompt and ask user to verify the order that have been placed.The system shall
allow user to add in extra remark regarding the order.The system shall allow user
to void the order that mistakenly placed or exceptional case occur.

Reporting Management

The system shall generate a report that based on the time period that customize by
user.The system shall retrieve related information from the database and generate
the report to user.

Menu Management

The system shall only allow management level user to edit the menu card
information by having an authorization login checking.The system shall allow user
to update their restaurant menu card information.The system shall save the
updated menu card information to the database.

Billing Management

The system shall retrieve data that needed and arrange in a meaningful structure
then print for user as a reference.

The system shall let user to choose the payment channel that they wish to use.

36
Goods and Services Tax Management

The system shall calculate the total amount of money that need to submit to
government at the end of the month.

Order Queue Module

The system will update the queue display whenever a new order is placed.

The system will merge the amount identical food that needs to be prepared and
display on the screen.

3.3.2 Non Functional Requirements

Operational Requirements

The system should operate in Window platform environment.

The system should prompt user to make a backup at the end of the operational day.

Performance Requirements

The system should let user to place an order in a short period of time.
The system should complete perform the billing process in a short period of time.

37
Security Requirements

The system should validate the username and password in order to login and make
changes to the system.

The system should request the current password of the user in order to let them
change to a new password.

Usability Requirement

The system should have an easy understand graphic user interface that deal with
the user.

The system should let user easy to understand the functionality of each modules.

Implementation Issues & Challenges

During the system implementation phase, several challenges need to be confront

because it involve end users to test the production system with various situation.
The possible challenges may face are as following:

User without background

The users are required to have basic knowledge of how to operate a computer
system and android mobile phone in order to use the system. This will be difficulty

38
to give training to the user as the basic knowledge information can be obtained
from internet easily.

The screen size of different device

This would be one of the issue that will encounter while implementing the system.
Because user are able to download the mobile application from the official website
and use it as a client device to place order. Therefore, if the user device screens
size are too small or too big. The content and interface of the application may not
consistence.

Server performance

During real time system implementation, three would be a huge number of client
that access to the server at the same time. Therefore, it may slow down the
connection and performances of the system and even causes the server down if the
issue goes beyond the level of acceptance.

5.3 Development Tools

5.3.1 Database Environment

The proposed system will need a database system to support in order to store the
huge amount of data. MySQL database system will be chosen to support the
proposed system because it is well-known open source relational database
management system. Other than that, MySQL database system provides software

39
developer with a client program with easy understanding graphical user interface
that can communicate to the MySQL database server named as MySQL
Workbench 6.3 CE. By doing so, software developer can interact with the database
system with the user friendliness client program and without using the command
prompt, at the end it may speed up the development progress.

5.3.2 Web Technology

The proposed system is a cross platform system, which include Windows desktop
client and Android mobile phone client. Therefore, it require to implement web
services in order to support the Android mobile phone client device to fetch data
from the database server and store data back to the database server. In this project,
WampServer is used to support the issue that mention earlier. WampServer is a
Windows web development environment that built-in comes together with the
Apache, PHP and MySQL database. Furthermore, PHP will be the programming
language that used to create the web services that store in the server and it is able
to call by the Android mobile phone client to perform particular task.

5.3.3 System Platform

The project is a cross platform based system which includes Windows desktop
client device and Android mobile phone client device in order to operate the
proposed system

5.3.4 Project Management Tool

40
For the rule of thumb to develop a system, it requires to have an intact system
planning which serve as a guide line during the development phases. Microsoft
Project is a project management software program and it has been used in the
project to design the system planning, project timeline, managing of resources,
tracking development progress and etc.

5.3.5 Visual Paradigm Community Edition

In this project, Visual Paradigm software has been used to create document for
several system planning diagram such as Use-Case diagram, Activity diagram,
Class diagram and etc. By doing so, software developer are able to visualize the
system communicate information much more concisely and clearly.

5.3.6 NetBean IDE and Android Studio IDE

Both Android Studio IDE and NetBean IDE is integrated development

environment that are supported by Java programming. Furthermore, NetBean
IDE is used to develop the computer client side program and Android Studio IDE
is used to design and develop the mobile phone client program.

5.4 Test Plan

After the system has been developed, it will move to system testing phase. In
system testing phase, the developed system is required to install on appropriate
devices for testing purpose. After the system installation has been completed, the

41
system testing task will be performed by different roles of user such as manager
role and staff role. The purpose of system testing is to identify and determine the
degree of system stability. At the same time, it is given an opportunity for
developer to figure out error or bug that has not been raise and encounter during
the system development phase. Those error or bug that has been found during the
system testing activities will be solved before the system release. Each and every
testing before system testing phases is actually tested by the system developer
itself. Therefore, it might cause some biases toward the testing due to the system
developer have knowledge about the system software logics and lead the result to
be inappropriate. There are four types of testing that will be used to test the
developed system which includes unit testing, integration testing, system testing
and acceptance testing.

5.4.1 Unit Testing

First of all, unit testing will be the first testing method that used to test the
developed system. It consists of testing activities that test the system module by
module which has not been integrated as a whole. By doing unit testing, developer
are able to identify error and bug easily since it is finding the error and bug
through a unit part of the system rather than finding error through the complete
system. In addition, developer will test the unit part of the system with the
validation and the correctness of data value. Valid and invalid input will be
entering to test and ensure the system processes perform with an expected result.

5.4.2 Functional Testing

42
After conducted the unit testing, functional testing will begin to test the developed
system. Functional testing is performed to verify that the system application
processes that perform and functioning appropriately according to the design
specifications. In functional testing, the core system application functions will be
tested with several test cases in order to ensure that the entire system functioning
as a whole and perform task that with the expected results.

5.4.3 System Testing

System testing of the software and hardware is a testing conducted on a system

which is complete, integrated system that works as a whole. System testing is a
critical testing procedure that must be conducted by software developer before the
system released. During system testing it can evaluate the system’s compliance
with its specified requirements according to the system design. Furthermore,
several testing activities in system testing test not only the design of the system,
but also the behavior and the believed expectations result from the customer. In
addition, various complex test cases that used to test the system are according to
the business process requirements which are collected from the user. Meanwhile,
errors or bugs that detected during the testing is required software developer look
into it from the initial step of the business process to the end of the process to
ensure it have expected result in order to solve the errors or bugs to determine the
degree of system stability.

5.4.4 Acceptance Testing

43
Last but not lease, acceptance testing also known as user acceptance testing would
be the final testing procedure that perform to test the developed software system.
In acceptance testing, the testing activities are different compare to the testing
activities that mentioned previously because the tester that tests the system will be
the final user which do not have knowledge about the system logic. If the final user
encountered an error while using the system, system developer are required to
maintain the system as soon as possible and release a new patch for the existing
system to recover the error. Meanwhile, final user will use the system that
visualized as to support their real business routine operation, therefore software
support team are required to stand by to provide technical support while final user
need any help or support that regarding the system. If there is no errors detected by
the final user while using the system for a long period, the development job of
developer is consider as complete and the system will be a final system product.

GROWTH IN ONLINE FOOD SERVICES:-

India’s online food ordering sector saw a strong growth rate in the number of
daily orders, growing consistently at 15 per cent on a quarterly basis from January
to September last year, according to a report from RedSeer Consulting.

The growth has resulted in the number of orders on a daily basis clocking an
average of 400,000 during the September quarter. It has also meant players,
including Swiggy, Zomato and Foodpanda, are investing in in-sourcing deliveries.

In the September quarter, self-deliveries grew to 56 per cent of the total number
of orders done by the food-tech sector in India. In-house deliveries stood at 46
per cent in the fourth quarter of 2016.“It is becoming increasingly clear that food
tech is more and more of a logistics play, restaurant discovery is not a deep
competitive advantage. There are clear trends on customer and seller satisfaction
supported by the better delivery speed and compliance that vouch for superiority

44
of the captive delivery model in Indian market,” said Anil Kumar, founder and
chief executive officer, RedSeer.

Having a better control of their deliver fleets, food ordering platforms were able
to bring down the average time taken to deliver a meal from 47 minutes in the
December quarter of 2016 to 42 minutes in the September quarter in 2017. This
number is expected to grow as food tech players look to boost customer
satisfaction and have them order more meals.

Swiggy, one of the leading players, has in-sourced deliveries since its inception
and continues to process 100 per cent of deliveries.

Zomato, which started off as a restaurant discovery platform and turned to online
food ordering, acquired Runner, a hyperlocal logistics firm in order to boost its
own in-house delivery arm.

The growth in 2018 is expected to continue at the same pace. However, Ola,
India's largest taxi-hailing firm, buying Foodpanda could upset the market. Ola has
said it would invest $200 million into Foodpanda over the next few years, creating
a scare that there could be a price war in the food-tech space again.

Currently, players such as Swiggy and Zomato have managed to maintain the
growth despite charging delivery fees for small-ticket deliveries. Experts and
industry watchers say the model of delivering food from restaurants, which is
ordered online has been proven, even if there’s some way to go for firms in the
space to begin making profits.

This also puts the sector at risk from being invaded by players with deep pockets,
who splurge huge amounts of money to grab market share and fend off rivals in
the hope that they'll be able to turn profitable someday.

Online food-ordering sector grew at 15% q-o-q from Jan-Sep 2017

Average daily orders grew to 400,000 in the three months to Sep 2017

In-house deliveries accounted for 56% of all orders in the Sep quarter

Delivery times dropped to 42 minutes in Q3 FY17 vs 47 minutes in Q4 FY16

45
Market size of online food delivery in
India 2015- 2016

This statistic represents the size of

the online food delivery market
across India in 2015 and 2016. In
2016, the value of the online
food delivery market amounted to
about 300 million U.S. dollars,
registering a 150 percent growth
rate from the previous year.

Size of the online food delivery

market across India in 2015 and 2016
( in million U.S. dollars)

Revenue of food delivery firms across India in FY 2017 by company

46
 This statistic illustrates the revenue of food delivery firms across India in fiscal
year 2017, based on company. During the measured time period, Zomato
reported a revenue of around 3.23 billion Indian rupees, while Swiggy reported a
revenue of around 1.33 billion Indian rupees across the country.

ADVANTAGES:-

1. Makes the ordering process easier

In a normal take-out setting the customer has to call the restaurant, for that she
needs the contact number, then she needs to write down the items from the
menu she wants to order.

This is quite a painstaking process, and at the receiving end, the restaurant needs
to process the order which doesn't make it any easier.

Now, in an online process, the customer does all of this in one step, selecting the
items from the menu and mentioning any other details. No hassles, the order gets
placed on the system and can be processed by the restaurant very quickly.

Simple and efficient and it establishes a good takeout experience.

2. Orders are ‘right’ all the time

Often orders are misplaced due to faulty communication over the telephone. This
can happen due to the noise in the background or a wrongly heard item.

This establishes an ill rapport with the customer.

And, any wrong quantity of "delivered item" can be bad for future business
opportunities from the customer. An online system correctly provides the
information to the restaurant and keeps the process easy for the customer which
is always a good thing to do!

47
3. Keeping the costs transparent

In an online ordering system, the customer is sure of the costs incurred and there
is no problem regarding the costing of the items.There is no guessing and hidden
costs. This will earn the trust of the customer and promise you a better business.

4. Reduce human error

In a normal system, a lot is dependent on the person receiving the order.

This involves so many variables, and why should you put your business in such a
shape. An online ordering system reduces these errors as everything can be
checked before ordering and they are received in a well-formatted manner which
makes them easy to process.

5. Monitor your expenses incurred in real time

This is the greatest benefit of the online ordering system, it gives a precise
information of the cash flow in the restaurant.

You get to keep track of costs incurred during preparing an order and compare it
to the cost you are giving it to the customer and keep a very keen eye on your
profits. In a day when you receive hundreds of orders, this system will give you an
accurate monetary translation of each order without having you look into cash
registers.

6. Low-cost marketing

An online presence simply means free and cheap marketing which develops into
future customers. Get your restaurant out on every social media platform
available. Be it Facebook, Instagram, Twitter, Google Plus and much more. Don’t
be hesitant to spend a bit on public relations, it is a really good investment. Cover
the events of the restaurants regularly on these platforms, give unique “peek in”
into your kitchen, showing the process of how the food is being prepared.

48
Show the human side of the business and engage with the local community
positively. Establish yourself as someone who really cares about the customers,
and don’t be shy to show it. Use these social platforms to their fullest.

7. Customers and loyalty

Think of the youngsters who practically spend a lot of time on the phone,
everybody does that nowadays but here’s the catch.

You need to put in a bit effort to convert these one-time goers to regulars. The
key is to maintain a very active social media outreach and rewarding these
youngsters with little discounts and giveaways, especially to those who reach you
by the online platform.

8. Mobile Friendly

Online ordering makes it possible for the customers to simply order using their
mobiles from their homes or workplaces very easily. There is no need for the
customer to reach out and make a call meanwhile disturbing their privacy or
disrupting a meeting for a lunch order. With a mobile app, the customer can
quietly place an order without the hassle of talking over the phone.

A mobile-friendly website or app will make sure that you never lose a customer.

9. Stay ahead of the competition

Did you know that most of the restaurants do not give the option of online
ordering?

So getting yourself online will get you ahead of the competition to a great extent.
A lot of customers prefer to order online but due to lack of such options, they
have to use the conventional system.

49
Disadvantages:-

Though ordering food for a family meal from a restaurant can be very convenient
there are many disadvantages of ordering food from outside

1.Expensive – the restaurant or takeaway prices may be significantly higher than

the actual cost of cooking the meal due to higher overheads for the restaurant.

2.Food ingredient – little control over the quality of the ingredient used while
cooking the food, if a person has been harassed or has many enemies, these
people can put a poison in the food, which can be very dangerous. The problem
will be particularly accute when the food was ordered over phone or online,
which the enemies can easily track, and poison if they wish. Hence while ordering
it will be better to order from places which have pre cooked food, which they only
pack according to order. If a person is young and has no enemies, then eating out
will be convenient and cheap.

3. Cooking style – the method of cooking at a restaurant may not be suitable for
everyone, especially the health conscious, those with dietary restriction specified
by their doctor, they will use too much oil, ghee while cooking the food, which
some people may not prefer

4. Delivery time : Many restaurants will be open only for a few hours a day, and
will be closed for the rest of the time, Even when these restaurants are open,
certain dishes will be available only during the evening or at lunch time. Hence
food will not be available whenever required.

50
Data Analysis and Presentations:-

Q1. Do you order food online?

98%- Yes

2%- No

Q2. If yes then which service provider do you prefer?

38.8%- Zomato

12.2%- FoodPanda

20.4%- Swiggy

28.6%- Uber eats

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 Q3. How do you prefer to order food?

89.8%- Over the mobile app

10.2%- Over the web browser

Q4. How often do you order your food online?

10.2%- Daily
40.8%- Weekly
12.2%- Fortnightly
36.7%- Monthly

52
Q5. What is main factor you consider while selecting the particular online food
service app?

10.2%- Speed of delivery

55.1%- Quality of food delivered

24.5%- Price
10.2%- More restaurant options available

Q6. According to you, what is the main problem in online food services?

28%- Complicated menu

22%- Accessibility

32%- Delay in services

18%- Server capabilities

53
Q7. Do you think there is need of some improvement in online services?

74%- Yes

26%- No

Q8. If yes then also give your suggestions?

 Delivery should be on time

 Quality of food should be good
 The companies should display the products in such a manner that
customers will not confused regarding selection of products.
 Customer complaints are to be handled frequently
 Order cancellation procedure should be simplified
 More options should be added
 Menu should not be complicated
 Quality of food should be improved
 Make the menu easy to find out
 Make service available at low cost
 Accessable to all areas
 Delivery time should be reduced

54
  Quality
 More options of restaurants
 Server should be capable of handling more transactions simultaneously.
 There is no delivery in some areas. So they should cover them also
 No suggestion
 Food should be properly packed
 Server capabilities should be increased
 No suggestions
 Food menu should be simple
 It should cover all areas because in some areas delivery service is not
available.
These are some suggestions received from the respondents during the survey.

Q9. How easy is it to order your food online?

26%- very easy

56%- Easy

16%- Quite easy

Nil- Quite difficult

2%- very difficult

Q10. Rate the services of these

providers?

55
 Satisfactory

Average

Poor

 Most of

the

respondents think that zomato provide the satisfactory services.

 Uber eats also provide good services to the customers.

 Swiggy provide the average services to the customers.

 Whereas most of the respondents think that Foodpanda provide

the poor services.

CONCLUSION

Therefore, conclusion of the proposed system is based on user’s need and is user
centered. The system is developed in considering all issues related to all user

56
which are included in this system. Wide range of people can use this if they know
how to operate android smart phone. Various issues related to Mess/Tiffin Service
will be solved by providing them a full-fledged system. Thus, implementation of
Online Food Ordering system is done to help and solve one of the important
problems of people.

Based on the result of this research, it can be concluded: It helps customer in

making order easily; It gives information needed in making order to customer. The
Food website application made for restaurant and mess can help restaurant and
mess in receiving orders and modifying its data and it is also made for admin so
that it helps admin in controlling all the Food system.

With online food ordering system, a restaurant and mess menu online can be set up
and the customers can easily place order. Also with a food menu online, tracking
the orders is done easily, it maintain customer’s database and improve the food
delivery service. The restaurants and mess can even customize online restaurant
menu and upload images easily. Having a restaurant menu on internet, potential
customers can easily access it and place order at their convenience.

Thus, an automated food ordering system is presented with features of feedback

and wireless communication. The proposed system would attract customers and
adds to the efficiency of maintaining the restaurant and mess ordering and billing
sections. Scope of the proposed system is justifiable because in large amount
peoples are shifting to different cities so wide range of people can make a use of
proposed system.The application is based on user’s requirement and is user
centered. All issues related to all user which are included in this system are
developed by this system. If people know how to operate android smart
phone wide variety of people can use the application. This system will solve
the various issues related to Mess/Tiffin service. To help and solve important
problems of people implementation of Online Food Ordering system is done.

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It can be concluded that, based on the application: Orders are made easily by
this system; Information needed in making order to customer is provided by
the system. Receiving orders and modifying its data is possible through the
application and it also helps admin in controlling all the Food
system.According to the research conducted, it can concluded that Zomato has
gained positive opinion of majority of the consumers in comparison to other
service providers. It is mainly because of their better on time delivery and better
discounts.

Zomato has been in the first position in online food delivery service provider and if
it includes the minor improvements, it will sustain its upper hand in forthcoming
future.The popularity of online food ordering and delivering services is steadily
growing, expectations of the users are also increasing. This research paper is aimed
to investigate consumers‟ views about the services they receive from different
portals. This paper will help the service providers to understand the consumers‟
perception, needs and views on the basis of the result of a survey. The survey and
its results, followed by findings and conclusion on how the consumers perceive the
services can be used by the online food delivery service businesses to develop
better strategies to market their mobile applications successfully.

As a conclusion, this proposal is written to propose an efficient food order system

to enhance and improve the existing traditional food order management system and
provide convenience, availability and integrity to restaurants. At the end of the
project, it will be very useful and did a huge contribution for restaurants which are
located in Kampar to deals with crowded situation during operation hours

BIBLIOGRAPHY

www.ecceportal.in › itemlist › user

https://www.studymode.com

https://en.m.wikipedia.org

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https://www.google.co.in/url?q=https://www.smarther.co

https://www.google.co.in/url?q=https://www.indiaspark.com

https://www.google.co.in/url?q=https://wap.business-standard.com

https://www.google.co.in/url?q=https://www.statista.com

https://www.google.co.in/url?q=https://www.greatbuyz.com

https://www.google.co.in/url?q=https://theaims.ac.in

https://en.m.wikipedia.org/wiki/Online_food_ordering

https://en.m.wikipedia.org/wiki/Faasos

https://en.m.wikipedia.org/wiki/Pizza_Hut

https://en.m.wikipedia.org/wiki/Deliveroo

https://en.m.wikipedia.org/wiki/Foodpanda

https://en.m.wikipedia.org/wiki/Uber_Eats

https://en.m.wikipedia.org/wiki/Zomato

QUESTIONNAIRE

NAME:

AGE:

OCCUPATION:

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Please answer all the questioned listed below with a tick . Your cooperation is
highly appreciated.

Q1. Do you order food online?

Yes

No

Q2. If yes then which service provider do you prefer?

Zomato

Uber eats

Foodpanda

Swiggy

Q3. How do you prefer to order food?

Over the mobile app

Over the web browser

Q4. How often do you order your food online?

Daily

Weekly

Fortnightly

Monthly

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Q5. What is main factor you consider while selecting the particular online food
service app?

Speed of delivery

Quality of food delivered

Price

More restaurant options available

Q6. According to you, what is the main problem in online food services?

Complicated menu

Accessibility

Delay in delivery

Server capabilities

Q7. Do you think there is need of some improvement in online services?

Yes

No

Q8. If yes then also give your suggestions?

__________________________________________

Q9. How easy is it to order your food online?

Very easy

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 Easy

Quite easy

Quite difficult

Very difficult

Q10. Rate the services of these providers?

Zomato- Satisfactory Average Poor

Foodpanda- Satisfactory Average Poor

Uber eats- Satisfactory Average Poor

Swiggy- Satisfactory Average Poor

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