MAJOR PROJECT REPORT

ON
A STUDY ON CONSUMER PERCEPTION TOWARDS ONLINE FOOD ORDERING
APPS WITH REFERENCE TO SWIGGY AND ZOMATO IN DELHI NCR

Submitted in partial fulfillment of the requirements for the award of the

degree of
Bachelor of Business Administration (BBA)
To
Guru Gobind Singh Indraprastha University, Delhi

Guide : Ms Shikha Dabral Submitted by: Shivam

Batch (2018-2021) Singh
Roll no: 35521101718

Nurturing Excellence

Institute of Information Technology & Management,

New Delhi – 110058 (2019-2020)

1
 Certificate
I, Mr. Shivam singh, Roll No. 35521101718 certify that the Project Report on (BBA-
312) entitled “A COMPARATIVE STUDY ON BRAND PROMOTION STATERGY OF
ZOMATO AND SWIGGY” is done by me and it is an authentic work carried out by me. The
matter embodied in this project work has not been submitted earlier for the award of any
degree or diploma to the best of my knowledge and belief.

SIGNATURE OF THE STUDENT:

DATE:

Certified that the Project Report (BBA-312) entitled “A COMPARATIVE STUDY ON

BRAND PROMOTION STATERGY OF ZOMATO AND SWIGGY” done by Mr.
SHIVAM SINGH , Roll No. 35521101718, is completed under my guidance.

Signature of the Guide Date:

Name of the Guide:
Designation:
Address:
Institute of Information &
Management, New Delhi
110058
Countersigned

Director/Project Coordinator

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 ACKNOWLEDGEMENT

This project bears silent testimony to the positive efforts, patience and knowledge of all those
who guided me. I take this opportunity to thank a number of people who helped me during
my project with their constructive criticism, helpful suggestions and overall support. In
particular I wish to thank

Ms. Shikha Dabral who has provided me the guidance in conceptualizing and executing this
project. She has been with me from the assigning of the problem to the analysis phase and
then later to the presentation. She has enriched me with helpful suggestions on all matters.
This project could never have materialized without his constructive criticism and constant
monitoring. I would like to thanks everybody who had a role to play in the making of my
project.

SHIVAM SINGH.

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 S.NO TOPIC PAGE NO

1. CERTIFICATE

2. ACKNOWLEDGMENT

3. CHAPTER1 INTRODUCTION

4. CHAPTER 2 LITERATURE REVIEW

5. CHAPTER 3 METHODOLOGY

6. CHAPTER 4 DATA ANALYSIS AND

INTERPRETATION

7. CHAPTER 5 FINDINGS AND

CONCLUSIONS

8. BIBLIOGRAPHY

9. APPENDICES

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 CHAPTER 1 INTRODUCTION

1.1 INTRODUCTION:-

:The recent development of the Internet has augmented the e-commerce industries in a country

like India. E-commerce development has made Online food ordering services seamless for
people who want to get food delivered at their doorstep. Although consumers continue to go out
for the meals, consumers feel very convenient to order food online since it frees the customer
from personally visiting the restaurants. In this study, our main focus was to analyze the
perception of consumer towards Online food ordering services with reference to Zomato and
Swiggy. In order to understand what factors have played a dominant role to attract consumer in
the developing country like India towards them, we decided to study on the consumer perception
on online food ordering app like Zomato & Swiggy.

1.2HISTORY OF ZOMATA : Zomato was founded as Foodiebay in 2008, and was

renamed Zomato on 18 January 2010 as Zomato Media Pvt. Ltd. In 2011, Zomato expanded
across India to Delhi NCR, Mumbai, Bangalore, Chennai, Pune and Kolkata. In 2012, the
company expanded operations internationally in several countries, including the United Arab
Emirates, Sri Lanka, Qatar, the United Kingdom, the Philippines and South Africa. In 2013,
Zomato was launched in New Zealand,Turkey, Brazil and Indonesia, with its website and
apps available in Turkish, Portuguese, Indonesian and English languages. In April 2014,
Zomato launched its services in Portugal, which was followed by launches in Canada,
Lebanon and Ireland in 2015.

In 2019, Zomato acquired Seattle-based food portal Urbanspoon, which led to the firm's entry
into the United States and Australia. This U.S.-expansion brought Zomato into direct
competition with similar models such as Yelp and Foursquare.

With the introduction of .xxx domains in 2011, Zomato also launched zomato.xxx, a site
dedicated to food porn. In May 2012, it launched a print version of the website named
"Citibank Zomato Restaurant Guide," in collaboration with Citibank, but it has since been
discontinued.

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Zomato had also made a name for itself for its prowess in digital marketing.

In February 2017, Zomato announced plans to launch Zomato Infrastructure services, a

service to help restaurants expand their presence without incurring any fixed costs. In
September 2017, Zomato claimed the company had "turned profitable" in all 24 countries
where it operated and introduced a "zero-commission model" for partner restaurants.
Towards the end of 2017, Zomato stopped accepting updates from its active users by not
utilizing moderators to verify and make updates. Users of the app reported issues with new
features to pay for orders.[citation needed]

Zomato narrowed down its losses by 34% to ₹389 crore[clarification needed] for the
financial year 2016–17, from ₹590.1 crore[clarification needed] in the previous year 2015–
16.

In September 2019, Zomato fired almost 10% of its workforce (540 people) tending to
backend activities like customer service, merchant and delivery partner support functions. In
April 2020, due to rising demand for online groceries amid the COVID-19 pandemic, Zomato
launched its grocery delivery services named Zomato Market in 80+ cities across India.

In April 2020, Zomato introduced Contactless Dining to get ready for a post-lockdown world.
Through this initiative, the company aims to minimize customer contact with anything that
someone else might have touched, by eliminating the use of high-touch elements such as the
menu, ordering, and bill payments through bar codes or the app while the staff will wear
masks.

In May 2020, Zomato further laid off 520 employees due to the COVID-19 pandemic.
Despite the fact that demand for services delivering food from restaurants and takeaways
surged, Zomato's nominal reasoning for needing cuts is that coronavirus will be followed by
an economic downturn, which could hit orders.

In August 2020, Zomato drew praise for introducing a period leave policy, allowing female
employees to take up to 10 days time off per year if they are unable to work due to menstrual
cycle health effects. The policy applies to transgender employees as well.

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1) Type Public, Unlisted

2) Industry Online food ordering

3) Founded July 2008; 12 years ago

4) Founder Deepinder Goyal Pankaj Chaddah

5) Headquarters Gurgaon, Haryana, India

6) Area served Worldwide

7) Key people Deepinder Goyal (CEO)

Gaurav Gupta (COO)
8) Services Food delivery

9) Revenue ₹2,486 crore (US$350 million)

(2020)

10) Owner Info Edge (18.6%)

Uber (9.1%)
Alipay Singapore (8.3%)
Antfin Singapore (8.2%)
11) Number of employees 5,000+

12) Website zomato.com

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8
1.3SWOT ANALYSIS OF ZOMATO:
 Zomato Strengths :
1.) Users perceive Zomato as ‘Specialty product’ (Focused only on foods &
restaurants)

2.) High awareness – Top of the mind product

3.) Global presence – 25 countries – 1.5 million listed restaurants

4.) Superior technology and a strong workforce of over 1200 people

5.) Asset less business model

6.) High financial leverage due to its business model

7.) Simple & user friendly interface

8.) Aggressive and Innovative marketing strategy

9.) Strong brand recognition and has won several accolades & award

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 Zomato Weaknesses:
1.) Competition from search engines & other similar apps means limited growth

2.) Drastic growth means susceptible to bad content.

 Zomato Opportunities:
1.) Opportunity to expand to further more countries

2.) Increasing internet penetration & number of smartphone users

3.) Rapid technology development.

 Zomato Threats:
1.) Intense competition

2.) Lack of clear rules and regulations - Changes in government policy can easily
affect the business model

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1.4HISTORY OF SWIGGY: Swiggy is India's largest online food ordering and
delivery platform, founded in 2014. Swiggy is based in Bangalore, India, and as of March
2019, was operating in 100 Indian cities. In early 2019, Swiggy expanded into general
product deliveries under the name Swiggy Stores.

In September 2019, Swiggy launched instant pickup and drop service Swiggy Go. The
service is used for a diverse array of items, including laundry and document or parcel
deliveries to business clients and retail customers.

Swiggy is operated by Bundl Technologies Private LimitedIn 2013, the two founders, Nandan
Reddy and Sriharsha Majety, designed an e-commerce website called Bundl to facilitate
courier service and shipping within India.[11] Bundl was halted, and was rebranded to enter
the food delivery market.[12] At the time, the food delivery sector was in turmoil as several

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notable startups, such as Foodpanda (later acquired by Ola Cabs), TinyOwl (later acquired by
Zomato) and Ola Cafe (later closed) were struggling.[11][12] Majety and Reddy approached
Rahul Jaimini, formerly with Myntra, and founded Swiggy and parent holding company
Bundl Technologies in 2014.[12] The company built a dedicated delivery network and grew
rapidly, primarily driven by the focus on logistics and locking in key resources.

 In May 2020, Swiggy laid off 1100 employees during the COVID-19 pandemic.

 In August 2020, the company launched their groceries delivery platform called InstaMart.

 In 2021 the company announced that it would cover the vaccination cost for its delivery
partners.

 In March Swiggy set up Health Hub across Chennai, Tamil Nadu.

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1.5SWOT ANALYSIS ON SWIGGY:
 Strengths:

1.) Fast Delivery:

Swiggy is famous for its quick delivery service. Its technical platform is prepared in
such a way that it accepts orders from customers based on its location, and the food
would be taken from the nearest hotel of the customers.

2.) Neat User Interface:

For customers to view comfortably, Swiggy has maintained an excellent interface to
take their orders. Its user interface is neatly arranged in a way that the hotels are listed,
and its menu and rates can be seen on clicking the hotel.

3.) Trained Employees:

One main strength of the brand is its trained employees. The front and the backend
teams are well-trained and get the service delivered for the customers.

4.) Wide Selection: Yet another strength of the brand is the wide selection it has of the
eateries. It provides various selection of eateries at the nearby location and with an
extensive menu available there.

 Weaknesses:

1.) Targets Zonal Restaurants:

Swiggy takes orders that are only from the restaurants located within the zone of the
customers. Many competitors increase the customer’s requirement and expand to
more restaurants.

2.) Increase in Brand Name:

Currently, Swiggy’s brand awareness is less, and it needs to pay more attention to
branding. Swiggy should create more marketing strategy to have the right brand
image.

3.) Delivery Charges:

The brand incurs some delivery and packing charges from the customer wherein the
total bill amount would increase. So, this is a great weakness for the brand because

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 some customers might hesitate to order through the platform as it might cost an extra
amount.

 Opportunities:

1.) Innovator of this Idea:

Swiggy was the first online platform for food delivery and the first to get this service
to the market. They have shown new methods to deliver food and sees more
opportunities to serve the customers.

2.) Growing Marketplace:

Swiggy sees a vast opportunity in the market as there are many potential customers.
They have many people and likely to increase so that it would benefit the brand.
When customers increase, the brand also increases.

3.) Increase in Market Share:

Swiggy can increase its position in the market by showing its place more in the
market. It can improve its market share by focusing more on its branding. Swiggy
should invest more in branding so that it can be reachable to many.

 Threats:

1.) Fewer Customers:

Currently, Swiggy has few customers, and this is a significant threat to the brand.
When there are fewer customers, it would be tough to increase their sales that would
impact its profit.

2.) Increasing Competitors:

Swiggy sees many competitors from a small scale. When new competitors arise, they
will give new offers, and at times people might tend to switch to the new brand. So,
this way, it is a significant threat to the brand.

3.) Increase in Health-Conscious People:

Nowadays, people are more health-conscious and prefer less of outside food. Not
seeing the restaurant location and cleanliness of the place, people would hesitate to
order food online. This is a big threat to the brand.

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Theoretical framework

Data collection :-
One of the important tools for conducting marketing research is the availability of necessary
and useful data. Data collection is in many ways more of an art. Sometimes the data is
available readily in one form or the other and sometimes they are to be collected a fresh.
In the case of marketing research, the data collection may occupy only a minor part or
sometimes it may be most expensive and time consuming affair.
Mainly data can be collected using two methods:

Primary Data:-
 Data observed or collected directly from first-hand experience is known as primary
data.

 Primary research consists of a collection of original primary data collected by the

researcher. It is often undertaken after the researcher has gained some insight into the
issue by reviewing secondary research or by analyzing previously collected primary
data. This method consisted of preparing detailed questions covering the customer
satisfaction among the customers.

Secondary Data :-
 Secondary data is the data which is already been collected and assembled. It is one
type of quantitative data that has already been collected by someone else for a
different purpose to yours. This data is available with the company or firm and it can
also be got from newspapers, periodicals, magazines, etc. Common sources of
secondary data for social science include censuses, information collected by
government departments, organizational records and data that was originally collected
for other research purposes.

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Sampling Unit:-
 It is a unit from where a respondent is selected.The students should explain (in few
words) about the respondents from whom the primary data was collected.

Sample Size:-
 The characteristics of whole population are difficult to study in most of the
researches. In order to best analyse the results, sample is taken from the population
which best describes the characteristics of the population. A sample is a sub group of
the population selected for the study and best describes the population.

 The sample size of a survey most typically refers to the number of units/respondents
that were chosen from which data was gathered. The sample size selected for the
study should be mentioned in the report. The justification for selecting the sample size
(total number of respondents) should also be explained.

Sampling Technique:-
 A sampling technique is the name of the technique or identification of the specific
process by which the entities/ respondents of the sample have been selected. There are
basically two type of sampling methods- probability sampling methods and non-
probability sampling methods which are further divided into different types.

 The Sampling technique should be selected according to the problem under study. The
justification for selecting particular sampling technique should also be explained.

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 CHAPTER 2

LITERATURE REVIEW

(2.1)1. Seema Gopichand, Hariramani :(August 2017) Conducted a study on

the topic “Consumer Perception about online shopping in India.”Her major findings were that
maximum number of internet users are aged below 25 and have income of 15000-25000. And the
factor for shopping online is the quality, ease of accessibility, customer care, website policy. The
study also reveals that convenience, time savings and reasonable price also tends the consumers to buy
through online.

2. S.Kamakshi (September 2016): Conducted a Study on the topic “Consumer

Perception and behaviour towards fast food a study with reference to Chennai city.” The
major findings were that consumer of fast food are health conscious and they do not have
emotional attachment for fast food products. And the consumers consume fast food not only
because of the taste, price, offers, and discounts rather they consider the Quality, health and
hygiene factors of the fast food.

3.Kashyap, Radha (April 2017): has Conducted a study on the topic “Consumer
Perception towards online shopping for apparel through various websites.” Their findings
were the shopping behaviour varies with respect to the age, gender, occupation, income,
marital status. It also indicates that lack of information such as description of Product, return
policy are major drawback for online shopping websites.

4.Kalaiselvi.T. (October 2014): has conducted a study on the topic “Buying behaviour
of consumer towards selected white goods.”The major findings of her are the manufacturing
to be successful, they have to concentrate more on Product, its attributes, quality, their
design, and the technology. They have to make sure that they are providing a good showroom
ambience with courteous of employees and varieties of brands. And they also have to make
sure that manufacturers and dealers work in a team for a successful brand in market.

5.Murugupandian.R. (2015): has conducted a study on “Consumer satisfaction

towards coke soft drinks in Nagapattinam district Tamil Nadu.”Its findings are that the
royalty of brand is based on the demographic background of consumers. The royalty of
Consumer purpose is high and so that their strength and expectation will be the maximum.

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6.Shilpa Goyal (August 2014): has conducted a study on “Comparative study on
consumer behaviour of working women and homemakers for the ready to eat food products
in
Salem city.”It is found out from the study that consumer preferring for a particular food
product is obviously influenced by the product and the surrounding in which it is being
manufactured and also the lifestyle of the consumers. When the consumer prefer for ready to
eat food products they are expecting the best quality and this is also the main consideration
for the manufacturers and marketers .The marketer has to fulfil all the needs and wants of the
consumers so in order to achieve this he would be conducting a detailed market research in
order to bring some innovation in the product such that it catches the eyes of the consumer
and thereby they can increase the demand for the product.

7.Kumaran .M. (November 2017): has conducted a study on“Perception towards

online shopping an Empirical study with respect to Indian buyers.”
This research deals with E-marketing researches concerning the factors which affects
consumer perception towards online purchasing experiences, this research dealt with the
perceived risks, web site role, domain specific innovativeness, subjective norms, Attitude,
perceived usefulness, perceived ease of use, attitude, online shopping intention and online
shopping behaviour. There are many reasons for people preferring online shopping but the
major reason for a consumer backing out from online shopping is the security issues but the
industry has given little concern to this issue. The ambience associated with the website is the
most important factor that makes a consumer satisfied or dissatisfied. The website efficiency
and usability can improve the buying process and establish confidence in consumers towards
online shopping.

8.Anita Goyal and N.P.Singh (2007): has done a study on “Consumer perception
about fast food in India: an exploratory study.” And the findings are: - The study shows that
Indian youth are attracted towards fast food for fun and for a change in the daily routine of
having homely food. The youngsters prefer for nutritious food followed by ambience and
hygiene at the fast food outlets. They personally feel that nutritional value and hygiene
conditions inside cooking area should be disclosed to them.

9.M.Manikanteswara Reddy and M.Sree Rama Raju (2010): has done a study
on “Consumer perception towards online shopping” and the findings are: -E-Commerce is a
growing industry and has a bright future where online shopping has become the life blood of
the consumers in order to meet their daily needs. E-Commerce is creating a new trend in
conducting business for vendors and a new place for sellers and buyers to meet called online
shopping. By just clicking with their hands the item is available to the person at their
doorstep.

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10.Farah Ayuni Shafie and Denise Rennie (November 2009): has done a
study on “Consumer perception towards organic food” and the findings are: Organic
consumers can be defined with determinants such as age, income and education. High price
of organic food is one reason why the consumers hesitate to buy it. Domestic supply of
organic food should be promoted so that the farmers would be able to produce it at a lower
rate and would be available to the consumers at a much lower rate there by reducing the price
and increasing the demand for organic foods.

11.(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.

12.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.

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13.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.

14.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.

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 CHAPTER 3 METHODOLOGY

I- OBJECTIVE OF THE PROJECT

➢ To study and understand the consumer perception towards online food ordering apps
in reference to Zomato & swiggy in delhi ncr.

➢ To analyze the current positioning of the brand as per consumer perception.

➢ To examine whether customer prefer Zomato or swiggy.

II- SCOPE OF THE PROJECT

➢ To understand the factors which affect the customer perception.

➢ Due to the rapid development of the technologies, to let companies know about
customer preference.

➢ There are so many potential consumers, it is most importance to be able to understand

what the consumer wants and needs.

➢ The importance of analysing and identifying factors that influence the consumer
Wants which he or she decides to purchase .

III- RESEARCH METHODOLOGY

• Study
A comparative study on brand promotion strategy of Zomato and Swiggy.

• Sampling Unit
The sampling units are local people from Delhi ncr area.

• Sample Size
The sample size taken was 100 but we only got responses from 74 people.

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Sampling Method

• The sampling method used for the project was “Convenience Sampling”.

• A convenience sample is a type of non-probability sampling method where the sample

is taken from a group of people easy to contact or to reach.

COLLECTION OF DATA SOURCE OF INFORMATION

• Basically the source of the information for this project was taken from those who
were residing Delhi region only.

Primary data

• Primary data was collected from various people and their opinion and information for
the specific purposes of study helped to run the analysis. In essence, the questions
asked were tailored to elicit the data that will help for study. The data was collected
through questionnaire to understand their experience and preference towards their
loyal company.

Secondary data

• Secondary data was collected from various sources such as different business websites
and published papers.

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 CHAPTER 4

DATA ANALYSIS

&

INTERPRETATION

FIG.1 AGE OF RESPONDENTS

The above diagram shows us the percentage in the age of respondents. As it shows that the
number of respondents are 80% are from less-25 years category, 10% are from 25-35 years
category and 10% are from 35-above years category. The above chart shows that high
respondents are from less-25 years category.

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 FIG.2 GENDER OF RESPONDENT

The above diagram shows us the percentage in the gender of respondents. As it shows that
the number of Male respondents are 84% and the female respondent are 16% the above chart
shows that the higher respondents are male’s

FIG.3 EDUCATION OF RESPONDENT

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The above diagram shows us the percentage in the education of respondents As it shows that
the number of graduates are 79.2% and post graduates are 16.7% and 12th and 10th students
are 4.1% the above chart shows that the higher respondents are Graduates with 79.2%.

FIG.4: OCCUPATION

The above diagram shows us the percentage in the Occupation of respondents As it shows
that the number of students are 78.6% and the number of salaried employees are 7.1% and
remaining 14.3% are businessman , professional , homemaker’s .

FIG.5 Q.1 WHICH APP USERS USE FOR ONLINE FOOD

ORDERING?

The above diagram shows us the percentage of users using which online food ordering app as
it shows that the number of Zomato users are 83.3% as on the other hand the swiggy users
are 16.7% so it clearly tells that Zomato has higher number of users with 83.3%.

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 FIG.6 Q.2 WHAT TYPES OF FOOD USERS ORDERS?

The above diagram shows us the percentage of users buying what types of food as it is shown
that the number of vegetarian’s are 52% and non-vegetarian’s and fast food users are at 24%
so it is clearly showing that vegetarian’s are higher with 52%

FIG.7 Q.3 WHICH APP IS MORE USER FRIENDLY ?

The above diagram shows us the percentage that which is more user friendly app Zomato or
Swiggy as it is showing that the number of Zomato users are 83.3% and Swiggy users are
16.7% so it clearly says that the Zomato users have higher percentage of 83.3%.

26
 FIG .8 Q.4 HOW MUCH DO THE USERS SPEND IN A MOUNTH IN
ORDERING FOOD ONLINE?

The above diagram shows us the percentage of users spending how much money in a month
in ordering food online as it is shown above that 37.5% of users spends between 1000-1500
rs per month , 33.3% of users spends less than 1000 rs per month , 20.8 of users spend
between 1500-2500, and 8.3% of users spend 2500-above so it clearly shows that 1000-1500
users are higher in percentage with 37.5%.

FIG.9 Q.5 WHICH APP HAS MORE VARITIES OF MEALS TO ORDER

FROM ?

The above diagram shows us the percentage of which app has more varities of meals to order
from as it is shown in the above diagram that Zomato users are having 82.8% and Swiggy
users are having 17.2% so it clearly says that Zomato users have higher percentage of 82.8.

27
 FIG.10 Q.6 WHICH APP PROVIDES THE BEST CUSTOMER
SERVICE?
The above diagram shows us the percentage of which app provides the best customer service
as it is shown in the above diagram Zomato users are having 83.3% and on the other hand
swiggy users are having 16.7% this clearly shows that Zomato is the better service provider.

FIG.11 Q.7WHICH COMPANY HAS THE BEST PACKAGING

SERVICES ?
The above diagram shows us the percentage of which app provides the best packaging
services at it is shown in the diagram 68.8% of people opt for Zomato and 31.3% people
opted for swiggy

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 FIG.12 Q.8 WHICH COMPANY PROVIDES THE BEST ON TIME
FOOD DELIVERY?
The above diagram shows us the percentage of which app provides the best on time food
delivery as shown in the diagram 84% of people opt for Zomato and 16% of people opt for
Swiggy.

FIG.13 Q.9 BELLING PROCESS AND PAYMENT OPTION IN

ZOMATO ?
The above diagram shows us the percentage of which app provides the best belling process
and more payment options as shown in the diagram people with 81.3% opt for excellent
belling services and payment options and 18.8% of people opt poor for the same.

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 FIG.14 Q.10 BILLING PROCESS AND PAYMENT OPTIONS IN
SWIGGY ?
The above diagram shows us the percentage of which app provides the best belling process
and more payment options as shown in the diagram people with 64.7% opt for excellent
service and people with 35.3% opt poor for the same.

FIG.15 Q.11 BETTER PRESENTATION ?

The above diagram shows us the percentage of which app provides the best presentation as
shown in the diagram people with 83.3% opt from Zomato and 16.7% people opt for swiggy .

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 FIG.16 Q.12 BETTER FOOD QUALITY ?
The above diagram shows us the percentage of which app provides the best Food Quality as
shown in the diagram people with 70.6% opt for Zomato and remaining 29.4% opt for
Swiggy as we can clearly see people prefer Zomato over Swiggy in terms of having the best
quality food.

FIG.17 Q.13 BETTER MENU SELECTION

The above diagram shows us the percentage of which app provides the better menu selection
as shown in the diagram people with 70.6% opt for Zomato and remaining 29.4% people opt
foe Swiggy.

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 FIG.18 Q.14 WOULD YOU RECOMMEND SWIGGY TO OTHERS ?

The above diagram shows us the percentage that the users would recommend swiggy to
others so as per shown above the number of users that are saying maybe are 64% and the
users that are saying no are 20% and the users who wants to recommend are 16% hence the
number of users recommending swiggy are in very less percentage with 16%.

FIG.19 Q.15 WOULD YOU RECOMMEND ZOMATO TO OTHERS?

The above diagram shows us the percentage of users who wants to recommend Zomato as we
can see in the above chart users who wants to recommend are 80 % and the users who say
maybe are with 16% and users who don’t want to recommend Zomato are with 4 % so we
can clearly see that the number of users who want to recommend Zomato are higher

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 UNIT 5

FINDINGS
&
CONCLUSIONS

FINDINGS

➢ Age respondent 80% of respondents were of less-18 age group.

➢ Gender respondent 75% were males.
➢ Education of respondent 79.2% were graduates.
➢ Occupation of respondent 78.6% were students.
➢ 83.3% users use Zomato for food ordering.
➢ 52% of users prefer vegetarian food.
➢ 83.3% of users prefer Zomato over Swiggy because it is more user friendly.
➢ 37.5% of user spends 1000-1500 per month on ordering food online.
➢ 82.8% of users prefer Zomato over Swiggy because it provide more variety of food.
➢ 83.3% of user prefer Zomato over Swiggy because it has better customer service
available.
➢ 68.8% of users prefer Zomato over Swiggy as food packaging is concern.
➢ 84% of users prefer Zomato over Swiggy as per on time food delivery is concern.
➢ 81.3% of user prefer Zomato over Swiggy as per belling process and payment option
is concern.
➢ 83.3% prefer Zomato over swiggy as per presentation is concern.
➢ 70.6% prefer Zomato over Swiggy which provide better quality of food.
➢ 64% of users choice maybe if they wants to recommend Swiggy to others.
➢ 80% of users are recommending Zomato to others.

33
CONCLUSIONS

➢ Males were more as compare to women to order food online.

➢ Students prefer more to order online.

➢ User prefer Zomato over Swiggy because its more user friendly interface.

➢ Zomato is preferred more because of its variety of food available.

➢ Zomato is preferred more over Swiggy because of its customer service.

LIMITATIONS

➢ This research is only done in Delhi region. So the study is not vast.
➢ I didn’t get the proper result. And sometimes people didn’t give answers and there is
always biasness.

BIBLIOGRAPHY

1. https://en.wikipedia.org/wiki/Swiggy.
2. https://en.wikipedia.org/wiki/Zomato.
3. https://www.marketing91.com/swot-analysis-of-swiggy.
4. https://www.marketing91.com/swot-analysis-of-zomato/.
5. https://www.coursehero.com/file/92886948/Comparative-Study-of-Swiggy-andZomato-
2docx/.
6. https://www.amrita.edu/publication/consumer-perception-towards-swiggy-digital-food-
application-service-analytical-study
7. https://finshots.in/archive/nrai-vs-zomato-and-swiggy/
8. https://in.seekweb.com/ws?q=vps%20host%20reviews&asid/

34
 QUESTIONNAIRE

Email *

Age
1. 18-25
2. 25-35
3. 35-Above

Gender
1. Male
2. Female
3. Other

Education
1. 10 th
2. 12 th
3. Graduation
4. Post Graduation

Occupation
1. Businessman
2. Professional
3. Student
4. Homemaker
5. Salaried employee

35
Q.1 Which app do you use for online food ordering?
1. Zomato
2. Swiggy

Q.2 What type of food do you order?

1. Vegetarian
2. Non-Vegetarain
3. Fast food

Q.3 Which app is more user friendly?

1. Zomato
2. Swiggy

Q.4 How much do you spend in a month in ordering food online?

1. Less than 1000 Rs
2. 1000-1500 Rs
3. 1500-2500 Rs
4. 2500-Above Rs

Q.5Which app has more varieties of meals to order?

1. Zomato
2. Swiggy

Q.6Which app provides the best customer Services?

1. Zomato
2. Swiggy

Q.7 Which Company has the best packaging services ?

1. Zomato
2. Swiggy
36
Q.8 Which Company provides the best on time food delivery ?
1. Zomato
2. Swiggy

Q.9 Belling Process and payment options in Zomato?

1. Poor
2. Excellent

Q.10 Belling Process and payment Options in Swiggy?

1. Poor
2. Excellent

Q.11 Which App has the Better Presentation ?

1. Zomato
2. Swiggy

Q.12 Which app Provides the better Quality of food ?

1. Zomato
2. Swiggy

Q.13 Which app Provides the better menu Selection?

1. Zomato
2. Swiggy

Q.14 Would you recommend Swiggy to others?

1. Yes
2. No
3. Maybe
Q.15 Would you recommend Zomato to others?
1. Yes
2. No
3. Maybe

37
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