A Training

Report On

“CUSTOMER SATISFACTION”

At

ZOMATO

Submitted in the partial fulfillment of the requirement of

BACHELOR OF BUSINESS ADMINISTRATION

Affiliated to

J.C. BOSE UNIVERSITY OF SCIENCE & TECHNOLOGY, YMCA

Faridabad

Submitted To: Submitted By:

Controller of Examination Atul Singh

J.C. Bose UST YMCA, Faridabad University

Roll No: 19011304009

Batch: 2019-2022

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 DECLARATION

I hereby certify that the work which is being presented in this training report “customer
satisfaction at Zomato” submitted to “YMCA University of Science and Technology,
Faridabad”, is an authentic record of my own work carried out in the company. The work contained
in this thesis has not been submitted to any other University or Institute.

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 ACKNOWLEDGEMENT

A lot of effort has gone into this training report. My thanks are due to many people with
whom I have been closely associated. I would like all those who have contributed in
completing this project. First of all, I would like to express my sincere thanks to Ms.
Himanshi for her helpful hand in the completion of my project. I would like to thank my
entire beloved family & friends for providing me monetary as well as non – monetary
support, as and when required, without which this project would not have completed on
time. Their trust and patience is now coming out in form of this thesis

I would also thankful to almighty god for his grace and mercy to successfully complete this
report.

Atul Singh
19BBA (FS&B) 09

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 TABLE OF CONTENTS

S. No. Contents Page No.

1 Company Profile

2 Introduction to Project

3 Literature Review

4 Research Methodology

5 Data Analysis & Interpretation

6. Conclusion

7 Questionnaire

8 Bibliography

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 COMPANY PROFILE

Zomato is a restaurant search and discovery service founded in 2008 by Deepinder Goyal and
Pankaj Chaddah. It currently operates in 23 countries, including India, Australia, and United
States. It provides information and reviews on restaurants, including images of menus where
the restaurant does not have its own website.

History:

The service began as Foodiebay, and in November 2010 was renamed as Zomato.
Between 2010 -13, Zomato raised approximately US$16.7 million from Info Edge (India)
giving them a 57.9% stake in Zomato.

By 2011, Zomato launched in Bengaluru, Pune, Chennai, Hyderabad and Ahmedabad and
introduced smartphone applications. With the introduction of domains in 2011, Zomato also
launched zomato.xxx, a site dedicated to food porn. The company also launched a print
version of the website content, "Citibank Zomato Restaurant Guide", in collaboration with
Citibank in May 2012, but it has since been discontinued.

In September 2012, Zomato expanded overseas to the United Arab Emirates, Sri Lanka,
Qatar, the United Kingdom, the Philippines, and South Africa. In 2013, the company launched in
New Zealand, Turkey, Brazil, and Indonesia with its website and apps available in Turkish,
Brazilian Portuguese, Indonesian, and English. In November 2013, it raised an additional
US$37 million from Sequoia Capital and Info Edge (India).

In April 2014, Zomato launched its services in Portugal. In July, it made its first acquisition
by buying Menu-mania for an undisclosed sum. The company pursued other acquisitions
such as Lunchtime.cz (from the Czech Republic) and Obedovat.sk (from Slovakia) for a
combined US$3.25 million.
In September, Zomato acquired Poland-based restaurant search service Gastronauci for an
undisclosed sum. In October, the firm launched its services in Canada. Shortly after, in
November, it extended its reach to Lebanon and Ireland as well. In December, it acquired
Italian restaurant search service Cibando.

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In November 2014, Zomato completed another round of funding of US$60 million at a post-
money valuation of ~US$660 million. This round of funding was being led jointly by Info
Edge and Vy Capital, with participation from Sequoia Capital. Zomato acquired Seattle-based
food portal Urbanspoon for an estimated $60 million.
The acquisition marked the firm's entry into the United States, Canada and Australia, and
brought it into direct competition with Yelp, Zagat and Open Table. In the same month, the
firm also acquired Mekanist in an all-cash deal.

April 2015 saw another round of funding for Zomato, led by Info Edge, Vy Capital and
Sequoia Capital, this time of US$50 million. In September 2015, Zomato raised another
US$60 million, led by Temasek, a Singapore government-owned investment company, along
with Vy Capital. Zomato's total funding to ~$225 million which comes from a close set of
four investors: Info Edge, Sequoia India, Vy Capital, and Temasek Holdings.

In April 2015, Zomato acquired Delhi based startup MapleGraph that built MaplePOS.
Zomato renamed the MaplePOS product to Zomato Base. In the same month, the firm also
acquired NexTable, a US-based table reservation and restaurant management platform.
In February 2017, Zomato in a company's blog had explained the concept of cloud kitchen.
With its cloud kitchen, the company will help the restaurants to expand their presence
without incurring any fixed costs.
In September 2017, Zomato claimed that the company had "turned profitable" in the 24
countries it currently operates in. Furthermore, Zomato announced that the "zero commission
model" is to be introduced for partner restaurants.
Zomato narrowed down its losses by 34% to ₹389 Cr for the financial year 2016-17, from
Rs.590.1 crore in the previous year 2015-16.

Zomato Security Breaches:

On 4 June 2015, an Indian security researcher hacked the Zomato website, gained access to
information about 62.5 million users. Using the vulnerability, he was able to access personal
data of users such as phone number, email address, and Instagram private photos using their

Instagram access token. Zomato fixed the issue within 48 hours of it becoming apparent. On
15 October 2015, Zomato changed business strategies from a Full-Stack market to an

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enterprise market. This led Zomato to fire 10% of its workforce, around 300 people.

On 18 May 2017, India Zomato again became the target of hacking. A security blog called
Hackread claimed over 17 million accounts had been breached. "The database includes
emails and password hashes of Zomato users, while the price set for the whole package is
$1,001.43 (Bitcoins 0.5587). The vendor also shared a trove of sample data to prove it is
legit", Hackread's post said. Hackread claimed details of 17 million users had meanwhile
been sold on the Dark Web. Zomato confirmed that names, email addresses and encrypted
passwords were taken from its database. The company reassured affected customers that no
payment information or credit card details were stolen.

Zomato said the security measures it uses ensure the stolen passwords can't be converted back
into normal text, but it still urged users who use the same password on other services to
change them. It also logged the affected users out of the app and reset their passwords.

"So far, it looks like an internal (human) security breach - some employee's development
account got compromised", the company said in a blog post but later, when Zomato contacted
the hacker, they discovered a loophole in their security. The hacker removed the stolen
content from dark web asking for a healthy bug bounty programme.

Following are the features of zomato

1. User Experience Design: Zomato is all about ease of searching. Currently the criteria they
follow and the filters they have added generate relevant results and is user friendly at the
same time. When you search a restaurant, zomato also gives you directions to reach there
from your current location with the help of integrated maps.

2. User Engagement: User reviews and ratings makes the website engaging. What
better way to promote a restaurant then asking its visitors to share their experience.

3. SEO Friendly: The website is search engine optimized, be it different pages, URL or meta

tags everything is planned keeping search results in mind.

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4. Additional sources of revenue: Zomato encourages advertisement options in the form of
banner Ads and there are other ways through which zomato earns revenue. Check out this
post for detailed feature list and the reasons that make zomato a huge success.

The food industry is up and booming again with the support of technology. There is a
massive development of technology which aids the restaurants and food delivery businesses
alike.The food sector has managed to appear as a highly profitable industry due to its broad
potential and due to insanely growing demand for restaurants of different food themes in
various cities.Hardcore foodies are seen everywhere and today, there are so many restaurants
that are affordable and provide end users with a highly convenient experience.

The restaurant market has attracted many people over the last few years since the time the
technology started playing a vital role in redefining the restaurant industry in India. Almost
each and every restaurant is established to offer customers a highly satisfying and a
convenient experience. Admittedly, the growth of any business depends on upon the revenue
generated by operating it.over the last few years various sectors, including the food and
restaurant business have utilized information technology solutions to enhance their overall
performance, efficiency, quality, and customer satisfaction. Customers seem to have
developed a fascinating image as far as technological integration is concerned. It has made
things easier for them to get done with menu viewing and ordering activities. Information
technology has not only helped the restaurant businesses’ owners to improve the quality of
customer services, but it has also enabled them to go beyond their limitations in reshaping
their businesses. Indeed every business owner in the restaurant sector strives to have a highly
organized mobile application and impressive online presence so that they attract large
numbers of people in a short time span. Here are six benefits of implementing information
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technology solutions in a restaurant business.

Online Slot Reservation

There are plenty of mobile applications that connect users with the closest restaurants and
provide them with the required details to reserve the table. Various active restaurants, through
online registration, are connected to such requests.

They also enable end users to book their slots or determine whether it has a free table or not.
So, it reduces traffic congestion in front of restaurants. They also manage customers’ data and
keep on updating them with relevant information, such as discounts, special offers, and
attractive deals.

Digital Menu Card

There are various websites like Foodlitter that allows people to place their orders using a
digital menu card. This allows end users to place their order online without much hassle and
with just a few clicks on their phones. It provides end users with a highly convenient
experience.Many restaurants already have the same facility for their mobile applications, but
few of the restaurants have their digital menu cards uploaded on a mobile application. It
allows customers to choose the food item with the click of a button.

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Also, you can choose a restaurant according to your budget and preferences in terms of food
items. Various applications provide end users with recommendations, especially those who
have not reviewed the menu card correctly, for example, Hello Vino.

Ordering Online and Online Delivery {Fast food chains}

Fast food chains will also eradicate the mediator’s role in booking orders as they will allow
end users to book their order over the online platforms and mobile applications. It will make
food ordering easier for customers. It ends up saving much time as it saves the time that a
mediator takes to pen down the entire order.

It is also easy to track the order delivery over a mobile application. Once the customer orders
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the meal online then they can also track where the deliverer is. With the use of GPS
technology, restaurant owners can also keep a tap on where the deliverer is and thereby
strengthen the delivery process as well.

Online Presence, Especially On Social Media Websites

No matter what kind of industrial sector your business belongs to, it is critical to have an
active online presence on social media sites like Facebook, Twitter, and Instagram to keep on
going ahead with the changing trends. It attracts large numbers of people in a short time span
provided effective online marketing be done. It also enhances brand value and its image.
Moreover, many people get to know about new restaurants on online platforms only.
Therefore, it is a must for every restaurant to have an aggressive online presence. It also
allows them to interact with customers directly and respond to their feedback.there are so
many restaurants that also provide end users with Wi-Fi connection as they know this facility
attracts a lot of Internet- obsessed people who do not like to get off track for a long time for
personal or professional reasons.

Online Promotion through ‘Check in’ Apps

Restaurants also give these customers an additional feature using which they can let their
friends know where they are through mobile applications like Foursquare. It attracts many
customers towards the restaurant as they get to know its name and it also acts as a real-time
recommendation.

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Online Reviews and Ratings

These days, end users are allowed to give their feedback or opinions about restaurants’
services on websites like Zomato, Gayot, Dine, and Yelp. Often, customers prefer to view a
particular restaurant’s rating or reviews on such websites to decide whether they want to visit
there or not. If you are rated well on one of these websites then the chances are high that
people will visit your restaurant once, at least. Interestingly, these websites allow restaurants’
owners to plan their activities to enhance customer services according to these reviews as
they get to know what sections have the scope for improvement.

Zomato is one of the few brands that have excelled in content marketing. And if you analyse
their content marketing strategy, you'll find images playing an important role. Here we've
analysed a couple of their posts. Read on to explore.

1. They offer pure entertainment: Zomato sends out messages with the right kind of image.
And they’re always entertaining. You won’t find a single image that doesn't make you smile,

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think and most importantly give you a message. This is the primary reason that we all wait for
them to post something new every day.

2. They deliver old message with a unique approach: Zomato not only preaches to be
different, but they have also proved it with their work. They deliver the same message but in a
new avatar. This makes their social media updates unique, even though the concept is nothing
new. Thanks to their highly creative ideation and design team and a constant zeal to create
something new.

3. Their content is always fresh and topical: Yes, RTM. They succeed in bringing forth
something relevant and share worthy around the most talkable events occassions. And true to
their image marketing strategy, they always do it innovatively and differently than other
brands.

4. They know how to engage the audience: Zomato’s social media posts are always simple
sans industry jargons. It helps them cater to all kind of audience. This is the main reason that
their posts are truly engaging. People not only spend time to go through their images but also
can’t resist themselves to create their own social media stories.

5. They stick to the niche: Zomato belongs to food industry and they know that their prime
audiences are foodies. So, they create images that are either related to food or the behaviour
of foodies. And the amazing part is, they successfully create the connection between their
service and content.

6. They understand who they’re catering too: As we already hinted above, Zomato clearly
understands who their audiences are and how to win their hearts with their content. It’s all
about understanding the psychology of the buyer along with having a clear perception of their
pain points.

Industry Overview

Online food ordering is a process of ordering food from a local restaurant or food cooperative
through a web page or app. Much like ordering consumer goods online, many of these allow
customers to keep accounts with them in order to make frequent ordering convenient. A
customer will search for a 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 or cash, with the restaurant returning a percentage to the online food company.

Restaurant-controlled

The preexisting delivery infrastructure of these franchises was well suited for an online
ordering system, so much so that, in 2008, Papa John's International announced that its online
sales were growing on average more than 50 percent each year and neared $400 million in
2007 alone.

Local companies have teamed up with e-commerce companies to make ordering quicker and
more precise. Annie Maver, director of operations for The Original Pizza Pan, Inc.
of Cleveland, Ohio comments that "the system is good for customers who don't speak
English."

Some restaurants have adopted online ordering despite their lack of delivery systems, using it
to manage pick-up orders or to take reservations.

Independent

Independent online food ordering companies offer three solutions. One is a software service
whereby restaurants purchase database and account management software from the company
and manage the online ordering themselves. The second solution is a Web-based service
whereby restaurants sign contracts with an online food ordering website that may handle
orders from many restaurants in a regional or national area. The third is where an independent
create and offer foods, meals or kits via their website which are then directly sent to
consumers.

One difference between the systems is how the online menu is created and later updated.
Managed services do this via phone or email, while unmanaged services require the customer
to do it. Some websites use wizards to find the best-suited menu for the customer.

Food cooperatives

Some food cooperatives like Macomb Co-op allow members to place orders of locally grown
and/or produced food online and pick up and pay for their orders at a central location.

Mobile apps

Many restaurants offer the technology to place an order with a mobile app, and may offer a
discount or bonus item when the order is placed.
One of the major advantages of online food ordering system is – It increases the convenience
level of your customers with a simple order flow and boosts your restaurant or food business
sales by creating a stronger online presence in the market.
Below is the step by step process that explains: How does online food ordering system work?
Just follow these steps and see how a user can order food online through your website or
mobile app.

Common Steps Followed To Order Online

Step 1: User enters your website/mobile app

Whenever user feels hungry, instead of going out and searching for food, simply he/she can
enter your website or ordering platform in his/her laptop or mobile phone.

Step 2: Selects favourite dish

All the available food items with the respective prices will be displayed online in the food
ordering system (website) itself.

There is nothing like someone will come and explain the menu. So without any hurry, user
can easily go through your online menu and can choose his/her favorite dish.

To increase users convenience, some websites also provide the delivery time option from
where an user can select the exact delivery time as per his/her availability.
Step 3: Add items to cart

After selecting the dishes, the next step is to add those particular food items to cart. In this
cart page it clearly displays the total price of food items that the user has selected along with
the individual item price.

Here user can easily add/remove items or can increase the item quantity as per the
requirement. This mainly helps the user to order exactly within the available budget.

Step 4: Pay and order online

So after this, the next step is to provide the delivery address and pay for the food that the user
is going to order. User can directly pay the amount online through the integrated payment
gateways from where the amount gets credited into your account.

Once the user makes payment, the order gets confirmed and you will be notified about the
new order instantly along with the user. Certain food companies even provide the cash on
delivery (COD) method, where the user makes payment after food delivery.

Step 5: Food preparation and delivery

As soon as the order gets placed, you will be notified about the new order, delivery time etc.,
through sms or an email. This makes you easy to prepare food on a priority basis without any
difficulty.

And lastly after preparing food, you can safely deliver it to the user through an online food delivery
system. Also user can easily track his/her food orders at any time with this food delivery system.
COMPETITORS

Introduction:

UberEATS is an online meal ordering and delivery platform launched by San Francisco, CA-
based ride hailing company Uber Technologies. It partners with restaurants in dozens of cities
around the world. Ordering can be done on their website or with a smartphone/tablet
application (only iOS and Android). The website claims a delivery time of 30 minutes or less.

The UberEATS application has over 5 million downloads, and a 4.2 rating on Google Play.

Founders:

Kalanick was born on August 6, 1976, in Los Angeles. He grew up in Northridge, California,
where he graduated from Granada Hills High School and later enrolled in college at
University of California, Los Angeles, to study computer engineering and business
economics. While studying at UCLA, Kalanick started his first business, an online file-
exchange service called Scour. In 1998, he dropped out of UCLA to work at the start-up full
time.

Garrett Camp (born October 4, 1978) is a Canadian businessman and investor. He co-
founded StumbleUpon, a web-discovery platform, while in graduate school at the University
of Calgary in 2002 and co-founded Uber, an on-demand car service available via a mobile
application in 2009. Garrett serves as Chairman for both StumbleUpon and Uber.
History:

Uber Technologies Inc. was founded in 2009 by Garrett Camp (also the founder
of StumbleUpon), 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 platform was renamed to
UberEATS, and the ordering software was released as its own application, separate from their
UberRIDES app. 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.

UberEATS is Uber’s new ‘premium’ food delivery service. It is billed as the ”fastest
restaurant delivery service” available in the United States. Originally launched in 2014,
UberEATS catered mainly to a business-lunch crowd — offering a limited number of items
from a select field of up-range, high-quality restaurants. In late 2015, Uber launched an
”expanded/2.0” version of UberEATS, which dramatically increased the number of available
restaurant options; food items; and delivery cars, to cater to a much wider food-delivery
market.
Basically, UberEATS (circa 2016) is Uber’s answer to popular delivery services like
GrubHub, Seamless, and Foodler. Since launching, the ”expanded” service has become
increasingly popular and well-reviewed, operating on a daily basis across a range of
American cities.

Uber Eats India and Abroad:

UberEATS started in 2014 as a delivery pilot in Los Angeles. Later in December, it was
launched as a separate application in Toronto. UberEats is now a stand-alone app available in
27 countries and in 97 cities around the globe, including India.
In his interaction with the media today in Delhi, Bhavik claimed that the business is profitable
in at least seven cities out of the 97 mentioned above. The app was launched in India in May
2017 in Mumbai.
The company claims that in the past eight weeks, since its launch in the Mumbai market it has
expanded to delivering city-wide orders. At the time of its launch in Mumbai, Uber claimed
to have partnered with 200 restaurants. The company declined to share the current number of
restaurants and delivery partners in Mumbai. Globally, Uber EATS claims to have about
40,000 restaurant partners. Bhavik Rathod, Head of UberEATS IndiaFaiz Abdulla has been
appointed as the General Manager for UberEATS in Delhi.
Steps to be followed:

The UberEATS smartphone/tablet application works on iPhone and Android-based

devices. Ordering may also be done on a PC at the company website. Users can read the
menu, order, and pay using their device—optionally including a gratuity for the delivery
person.

UberEATS teams up with restaurants in different cities to offer a range of cuisines.

UberEATS locations provide breakfast, lunch, brunch, and/or dinner menus. Some are open
24 hours every day.

The app detects the user's location and displays restaurants open at the time separately from
those that are closed. Payment is charged to a credit/debit card on file with Uber. Meals are
delivered by couriers using cars, bikes, or on foot. As of March 2017 the delivery fee is
$4.99, excluding courier gratuity.

Upon ordering, the customer is notified of the total price combining delivery fee and meal
price, no tips required. Customers can track the delivery status after the order is placed.

The platform occasionally features food from local celebrity chefs wishing to increase their
public visibility, including some who do not have physical restaurants.

Delivery Partners:

Depending on the city, people can sign up to deliver food orders for UberEATS using their
car, bike, scooter, or on foot. Delivery partners earn money for each delivery trip based on
number of trips and the distance between the restaurant and the dropoff location. In most
cities, partners must be 19 years of age or older in order to participate. Uber drivers who
currently provide rides for Uber can also sign up to do delivery
Introduction:

Swiggy, a food-ordering and delivery start-up, was founded by Majety and Reddy in
Bengaluru in August 2014.

Swiggy began operations in Bengaluru’s upscale neighbourhood of Koramangala with six

delivery executives and 25 restaurants on its platform. Today, it has scaled up with over 6,000
delivery executives across NCR, Mumbai, Bengaluru, Hyderabad, Chennai, Kolkata and
Pune. Swiggy offers a integrated ordering solution by deploying multiple proprietary apps,
including a vendor management app provided to restaurant partners, and a delivery app
powered with routing algorithms, provided to driver partners.

Founders OF Swiggy:
Nandan Reddy, 29, and Sriharsha Majety, 31, both alumni of Birla Institute of Technology
and Science (BITS) Pilani, are second-time-lucky entrepreneurs. In 2013, the two started
their first venture Bundl, a logistics aggregator that connected small and medium companies
to courier service providers.

After almost a year in business, they realised their focus had to change. They had spotted the
need for an online hyperlocal logistics company in the restaurant industry. By August 2014,
the duo rolled out the online food ordering and delivery startup Swiggy, along with Rahul
Jaimini, 29, an IIT Kharagpur alumnus, who was then working as a software engineer with
online fashion etailer Myntra. Jaimini was roped in to build the startup’s technology
infrastructure.
How Does Swiggy Work:

When a consumer places an order with Swiggy through the iOS or Android apps or website,
the order is immediately transmitted to the merchant and the right driver, based on
availability and distance from the restaurant, is attached to the delivery.The merchant
confirms receipt of the order and starts preparing the food, while the driver reaches just in
time at the restaurant to collect the prepared food and deliver to the customer. In-app
navigation facilitates hassle-free delivery.

However, Swiggy sets itself apart from the competitors by having their own delivery fleet,
thereby minimising the risks in delivering an order,"

Swiggy currently has 650 delivery executives from diverse backgrounds - college students
working as part-time and full-time employees.

Future Plans:

It is in the process of hiring over 12,000 delivery executives by the end of this year.
According to Jaimini, co-founder and now the technological backbone of Swiggy, the start-
up's delivery fleet is powered by algorithm-enabled smartphones that are constantly enforcing
more efficient ways to complete deliveries.

The technology is developed entirely in-house and adapts to the changing requirements based
on geography, logistics etc.

The size of the Indian restaurant sector is pegged at $50 billion and is growing at a fast clip.
The percentage of delivery in this market is witnessing a steep increase and should see
tremendous growth.

Popularity:
The familiarisation of the masses with home delivered food is contributing largely to the
growth rate, according to co-founder Nandan Reddy.

Swiggy had raised $2 million from venture capital funds SAIF Partners and Accel Partners in
April 2015, and $16.5 million in a Series-B round from Norwest Venture Partners (NVP) and
existing investors SAIF and Accel in June this year.
The company proposes to utilise these funds to consolidate its footing inrestaurant delivery
and expand rapidly across the country.

According to Anand Daniel, principal at Accel Partners, Swiggy has a great team on board
and he is confident in their abilities to grow and scale up operations for the next few years.

"The market in India for ordering food online is huge. We have invested in Swiggy's
proposition of providing an end-to-end food-ordering solution to customers. With their focus
on customer service and customer experience, we feel they will go a far way in capturing the
market," he says.

"We have tied up with 800 restaurants across three cities and will partner 10,000 restaurants
in the next two years. Also, we are planning to expand into the top 12 cities within the next
few months," Reddy says, adding Swiggy is building a market from ground-up and should be
achieving a scale relevant for profitability in the next three years.
 INTRODUCTION

Zomato is a restaurant search and discovery service founded in 2008 by Deepinder Goyal and
Pankaj Chaddah. It currently operates in 23 countries, including India, Australia, and United
States. It provides information and reviews on restaurants, including images of menus where
the restaurant does not have its own website.

The service began as Foodiebay, and in November 2010 was renamed as Zomato.

Between 2010 -13, Zomato raised approximately US$16.7 million from Info Edge (India)
giving them a 57.9% stake in Zomato.

By 2011, Zomato launched in Bengaluru, Pune, Chennai, Hyderabad and Ahmedabad and
introduced smartphone applications. With the introduction of domains in 2011, Zomato also
launched zomato.xxx, a site dedicated to food porn. The company also launched a print
version of the website content, "Citibank Zomato Restaurant Guide", in collaboration with
Citibank in May 2012, but it has since been discontinued.

In September 2012, Zomato expanded overseas to the United Arab Emirates, Sri Lanka,
Qatar, the United Kingdom, the Philippines, and South Africa. In 2013, the company launched in
New Zealand, Turkey, Brazil, and Indonesia with its website and apps available in Turkish,
Brazilian Portuguese, Indonesian, and English. In November 2013, it raised an additional
US$37 million from Sequoia Capital and Info Edge (India).

In April 2014, Zomato launched its services in Portugal. In July, it made its first acquisition
by buying Menu-mania for an undisclosed sum. The company pursued other acquisitions
such as Lunchtime.cz (from the Czech Republic) and Obedovat.sk (from Slovakia) for a
combined US$3.25 million.

In February 2017, Zomato in a company's blog had explained the concept of cloud kitchen.
With its cloud kitchen, the company will help the restaurants to expand their presence
without incurring any fixed costs. In September 2017, Zomato claimed that the company had
"turned profitable" in the 24 c untries it currently operates in. Furthermore, Zomato
announced that the "zero commission model" is to be introduced for partner restaurants.

Zomato narrowed down its losses by 34% to ₹389 Cr for the financial year 2016-17, from
Rs.590.1 crore in the previous year 2015-16.
OBJECTIVES OF THE STUDY

 To study the attitude and satisfaction among the consumers for ZOMATO.
 To study and analyse various factors influence the consumers to use the services
provided by ZOMATO.
 To analyse the factors influencing perception and decision of consumers.
 To find out the effectiveness of advertisements for ZOMATO.

SCOPE OF THE STUDY

The project aims on understanding customer satisfaction of a study on customer satisfaction

of zomato. The project helps us to know how much powerful the brand name of zomato that
compel the consumer to consume the services of this brand only. This project may be useful
to:-

 RESEARCHERS
 STUDENTS
 OTHER INTRESTED PARTIES

LIMITATIONS OF THE STUDY

1. The geographical scope of the study is limited to South Delhi and NCR.
2. The sample size is confined to 50.
3. The consumer’s attitude may change in future due to change in their standard of living.
4. The Respondents were sometimes unable to spend much time for filling up the,
questionnaire. So, the chances for bias in the respondents answer were on the higher
side.
5. The responses of the consumers may not be genuine.
6. The questions included in the questionnaire may not be comprehensive.
Business always starts and closes with customers and hence the customers must be treated as
the King of the market. All the business enhancements, profit, status, image etc. of the
organization depends on customers. Hence it is important for all the organizations to meet all
the customers’ expectations and identify that they are satisfied customer.

Customer satisfaction is the measure of how the needs and responses are collaborated and
delivered to excel customer expectation. It can only be attained if the customer has an overall
good relationship with the supplier. In today’s competitive business marketplace, customer
satisfaction is an important performance exponent and basic differentiator of business
strategies. Hence, the more is customer satisfaction; more is the business and the bonding
with customer.

Customer satisfaction is a part of customer’s experience that exposes a supplier’s behaviour

on customer’s expectation. It also depends on how efficiently it is managed and how promptly
services are provided. This satisfaction could be related to various business aspects like
marketing, product manufacturing, engineering, quality of products and services, responses
customer’s problems and queries, completion of project, post delivery services, complaint
management etc.

Customer satisfaction is the overall essence of the impression about the supplier by the
customers. This impression which a customer makes regarding supplier is the sum total of all
the process he goes through, right from communicating supplier before doing any marketing
to post delivery options and services and managing queries or complaints post-delivery.
During this process the customer comes across working environment of various departments
and the type of strategies involved in the organization. This helps the customer to make
strong opinion about the supplier which finally results in satisfaction or dissatisfaction.

Customer’s perception on supplier helps the customer choose among the supplier on basis of
money value and how well the delivered products suit all the requirements. The supplier’s
services never diminishes after the delivery as customer seeks high values post marketing
services which could help them use and customize the delivered product more efficiently. If
he
is satisfied with the post marketing services then there are good chances for supplier to retain
the customers to enhance repeated purchases and make good business profits.

It is necessarily required for an organization to interact and communicate with customers on a

regular basis to increase customer satisfaction. In these interactions and communications it is
required to learn and determine all individual customer needs and respond accordingly. Even
if the products are identical in competing markets, satisfaction provides high retention rates.
For example, shoppers and retailers are engaged with frequent shopping and credit cards to
gain customer satisfaction, many high end retailers also provide membership cards and
discount benefits on those cards so that the customer remain loyal to them.

Higher the satisfaction level, higher is the sentimental attachment of customers with the
specific brand of product and also with the supplier. This helps in making a strong and
healthy customer-supplier bonding. This bonding forces the customer to be tied up with that
particular supplier and chances of defection very less. Hence customer satisfaction is very
important panorama that every supplier should focus on to establish a renounced position in
the global market and enhance business and profit.

Purpose

Customer satisfaction provides a leading indicator of consumer purchase intentions and

loyalty. Customer satisfaction data are among the most frequently collected indicators of
market perceptions.

Within organizations, the collection, analysis and dissemination of these data send a message
about the importance of tending to customers and ensuring that they have a positive
experience with the company's goods and services.

Although sales or market share can indicate how well a firm is performing currently,
satisfaction is perhaps the best indicator of how likely it is that the firm’s customers will make
further purchases in the future. Much research has focused on the relationship between
customer satisfaction and retention. Studies indicate that the ramifications of satisfaction are
most strongly realized at the extremes.

On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to become
return customers and might even evangelize for the firm. (A second important metric related
to satisfaction is willingness to recommend. This metric is defined as "The percentage of
surveyed customers who indicate that they would recommend a brand to friends." When a
customer is satisfied with a product, he or she might recommend it to friends, relatives and
colleagues. This can be a powerful marketing advantage.) "Individuals who rate their
satisfaction level as '1,' by contrast, are unlikely to return. Further, they can hurt the firm by
making negative comments about it to prospective customers. Willingness to recommend is a
key metric relating to customer satisfaction.
 LITERATURE REVIEW

As with any academic research, one must go through existing literature, articles and
publications to build a base for further studies. This always helps the researcher to build a
sharp focus on the subject, probe areas that need deeper studies, create a framework of
approach and move in planned manner to come to conclusions. This researcher accordingly
studied the following hundred articles as a part of literature review process.

Article Review

The following articles have been reviewed as a part of the thesis work:

1. When does Retargeting Work? Information Specificity in Online Advertising” an article

written by Anja Lambrecht of London school of business and Catherine Tucker of MIT.
Business Strategy Review vol. 22 issue 3 Autumn 2011. p. 78-79 ISSN: 0955-6419. Anja
Lambrecht, Catherine Tucker (2012): The authors suggest that customers usually adopt
bracketing per periods instead of trying to measure efficacy of service contracts of different
periods at the level of the total contract. This has implications in instances where the overall
benefits obtained may vary period to period of the contract due costs that may be a
consequence of other issues. In case customers use multi period evaluation there are
possibilities of their valuing a lower price higher in a period that they experienced a more
obstacle free experience. Data obtained from a field experiment of web hosting services were
used by the authors to prove that firms could give customers personalized services based on
their earlier web using history whenever returned to the websites. Since advertising has
advanced in using of external browsing data across webs to target internet advertisements,
`Dynamic Retargeting' integrates these two advances by improving the content of internet
advertising on external websites. When the authors used the data from a field experiment of a
travel firm they discovered that dynamic retargeted advertisements were generally less
effective than their generic counterparts, which however changed when consumers stabilized
on their product preferences.

2. We are what we consume: the influence of food consumption on impulsive choice” by

Arul Mishra & Himanshu Mishra (2010): Journal American Marketing Association ISSN:
0022- 2437 (print), 1547-7193 (electronic) In this article, the authors find impulsive food
choice can greatly decrease with increase in the neurotransmitter serotonin level increase in
the food items.
Analysing the pattern of behaviour the influence of specific chemicals in the food consumed.
The H2a hypothesis tested that people who were very impulsive in nature and also take food
which has high presence of tryptophan may not be greatly interested to buy anything on
discounted rates as compared to those who consumed food not having large tryptophan
content. Simultaneously the H2b found that respondents who exhibited lesser symptoms of
being impulsive which meant their being more inclined to buy on discounts, were not much
affected by the consumption of food items rich in tryptophan. So the conclusion was that any
ingestion of food which can boost levels of the neurotransmitter serotonin, will have a direct
effect of reducing impulsive behaviour in matters of purchase. For empirical validation of this
theory the authors used the occasion of Thank giving day because the thanks giving dinner is
very high in tryptophan, and hence post the meal behaviour could be studied as a base.

3. Asthana A K (2012) : article “Analysis of Strategic Decision of Product Line Extension by

IFFCO using BCG Model” appeared in Indian Journal of Marketing ISSN 0973-8703 Vol 42
Nov 4th talks of Rural India as still a mystery, with perspectives varying with the researchers.
People living in rural areas exhibit so much of diversity, that study of their varying
aspirations, needs, and wants poses tremendous challenge to any researcher or academician.
But the fast evolving market is extremely attractive to any marketer. Recent technology
availability has made the task of penetrating the rural market relatively easier. But old and
traditional marketing strategies need to be relooked at and modified to suit the requirements
of this evolving market with vast opportunities. The paper also has suggestions to corporate
who wish to explore rural markets. Since the organization under observation IFFCO was
basically an unit which had several business lines as well as products under its operations
there was need to analyse the fertiliser business aspect in isolation in terms of its potential
money supply and utilization angle to make any firm prediction about its future prospects.

4. Changes and Perspectives in Food Studies” article written by Elisabeth Dumoulin.

Appeared in International Journal of Food Studies ISSN/EISSN 21821054 Yr. 2012 Vol 1
issue 2. Multidisciplinary studies of food science such as food management, food
engineering, and world wise use of these form the basic discipline of food studies. New
students with different backgrounds demand adaptation of new tools to be considered while
teaching and learning food science in current context, particularly taking into account costs of
studies and availability of equipment’s. Generally food engineering has to be taught to
students taking into cognizance not only issues relating to health, nutrition, and security, but
also must address matters of packaging, logistics, international rules, management of water,
energy, wastes and finally cost.
5. Babu P George Alaska Pacific University - Department of Business Administration &
Manoj Edward Cochin University of Science and Technology in their article “Cognitive
Dissonance and Purchase Involvement in the Consumer Behaviour Context” November 19,
2009 The IUP Journal of Marketing Management, ISSN: 0972-6845 Vol. VIII, Nos. 3 & 4,
pp. 7-24, August & November 2009 : The authors are of the opinion that the theory of
cognitive dissonance and level of involvement in purchases which happen are generally in
instances when customers have a mismatch between what they believe and what are the
information they call to question. This phenomenon is very much more in cases of high
involvement products and so this matter critical to marketers. This research basically deals
with the aspect of amount of product related information which may be required from a
purchaser’s point of view in order to take care of the purchaser’s not suffering from a feeling
of cognitive dissonance.

6. Benedict GC Dellaert, Gerald Hauble (2012): article “Searching in Choice Mode:

Consumer Decision Processes in Product Search with recommendations” published in Journal
of Marketing Research Print ISSN: 0022-2437; Online ISSN: 1547-7193 Vol. XLIX (April
2012), 277 –288 The authors have studied how some simple help in forming decisions such as
recommendations regarding the attractiveness of an to a prospective customer can result in
helping the purchase decision during the search process. Such suggestions can result in a shift
in consumers' decision. This shift during the search can also influence the purchaser as
regards even whether other alternatives should be inspected in order to decide on the best
alternative among those already evaluated.

Recent societal changes have made eating out more of a necessity, than a choice. In many
instances, people eat out due to compulsions rather than eating out for the sake of variation,
fun, a family outing, or just sheer enjoyment. Work pressure, compounded by travelling time,
as well as, most of the family members being engaged professionally, has all lead to a
situation where eating at home has becoming more of a luxury than eating out. Gone are the
days when eating out would be a commemorative, once in a while, event. Today, eating out,
and that too as a matter of fact visit to an eating joint just for the sake of eating, with no frills
attached, has become more of a routine exercise. Seizing on this opportunity, number of
entrepreneurs have and are continuing to move into this space. If one were to look around in
one’s locality, particularly in suburban Mumbai, one would find regularly new eating joints
opening shop. They may be stand alone outlets, part of regular chains, out of home catering
services, or just another shop in a food court of a large shopping mall. While the opening of
new outlets are happening at a fast pace, many a times, they are closing shop also at a
somewhat similar pace.
Attrition rate at times is very high. One may often find that in the morning paper there are
inserts in the form of hand bills giving rate cards of a new joint serving variety of mouth-
watering servings. A trial later, one may find that the shop is not open any more, or the
business having not picked up as per expectation, the servings are also no longer up to
standards that had been promised earlier. This type of a situation is counterproductive for any
economy. As a marketing professional, now into academics, the researcher felt that something
should be done to rectify this state of things. Ultimately any business can survive on the
continuous patronage of customers. If customers and consumers do not get any value in the
offerings of marketers, they would abandon the products and services. No amount of
persuasive communications, be they loud, subtle, or full of emotive gimmicks, will be able to
hold customers if they are not getting what they desire. Unless customers are delighted with
the offerings their patronage will be suspect, and they may at times continue taking the
offerings only till such time that they find a better alternative. In this context it became
important to observe and identify which are the factors that may delight customers in fast
foods joint. A marketer having knowledge of such factors can work effectively to ensure
better compliance. This in turn would ensure better customer satisfaction. The word “fast
foods outlets” conjures up an image of a place where the customers look for convenience, and
that too with speed. They are not there to while away their time, because time is at a
premium, particularly in the present day busy life style. At the same time the outlet should
also cater to other requirements associated with an eating joint. Taste, variety, freshness, all
time availability of products offered, promptness in serving, ambience, efficiency in serving,
may also be factors that may excite the customer. The researcher carried out a study to
establish the connect and relationship between customer satisfaction at fast foods outlets and
factors that contribute to them. Of the several factors that contribute to customer satisfaction
in any fast foods outlet, there would be factors that are influenced by supply chain
capabilities. Knowledge of such factors, their comparative importance, and the extent to
which they can be controlled by the marketer are issues which can impact business in this
sector. A two pronged approach was undertaken. The first was to identify through probing
customers, factors that would contribute to their satisfaction at a fast foods outlet. Of several
factors indicated by customers, some critical ones were chosen, particularly keeping in mind
the factors’ amenability to supply chain management forces. The second was to discuss with
Fast Foods outlets’ operational personnel, and find out from them their take on the issues in
terms of what importance they accorded to the supply chain aspects of their entire business.
Based on this dual approach the researcher has tried to establish the extent to which good
supply chain practices can improve customer satisfaction amongst fast food outlet users.
 RESEARCH METHODOLOGY

Universe:-

Research in common parlance refers to a search for knowledge. Once can also define research
as a scientific and systematic search for pertinent information on a specific topic. In fact,
research is an art of scientific investigation. The Advanced Learner’s Dictionary of Current
English lays down the meaning of research as “a careful investigation or inquiry especially
through search for new facts in any branch of knowledge.” Redman and Mory define research
as a “systematized effort to gain new knowledge.” Some people consider research as a
movement, a movement from the known to the unknown. It is actually a voyage of discovery.

We all possess the vital instinct of inquisitiveness for, when the unknown confronts us, we
wonder and our inquisitiveness makes us probe and attain full and fuller understanding of the
unknown. This inquisitiveness is the mother of all knowledge and the method, which man
employs for obtaining the knowledge of whatever the unknown, can be termed as research.
Research is an academic activity and as such the term should be used in a technical sense.

According to Clifford Woody research comprises defining and redefining problems,

formulating hypothesis or suggested solutions; collecting, organising and evaluating data;
making deductions and reaching conclusions; and at last carefully testing the conclusions to
determine whether they fit the formulating hypothesis. D. Slesinger and M. Stephenson in the
Encyclopaedia of Social Sciences define research as “the manipulation of things, concepts or
symbols for the purpose of generalising to extend, correct or verify knowledge, whether that
knowledge aids in construction of theory or in the practice of an art.” Research is, thus, an
original contribution to the existing stock of knowledge making for its advancement. It is the
pursuit of truth with the help of study, observation, comparison and experiment. In short, the
search for knowledge through objective and systematic method of finding solution to a
problem is research. The systematic approach concerning generalisation and the formulation
of a theory is also research. As such the term ‘research’ refers to the systematic method
consisting of enunciating the problem, formulating a hypothesis, collecting the facts or data,
analysing the facts and reaching certain conclusions either in the form of solutions(s) towards
the concerned problem or in certain generalisations for some theoretical formulation.
STEPS IN SAMPLE DESIGN

I. While developing a sampling design, the researcher must pay attention to the
following points:
II. Type of universe: The first step in developing any sample design is to clearly define
the set of objects, technically called the Universe, to be studied. The universe can be
finite or infinite. In finite universe the number of items is certain, but in case of an
infinite universe the number of items is infinite, i.e., we cannot have any idea about
the total number of items. The population of a city, the number of workers in a factory
and the like are examples of finite universes, whereas the number of stars in the sky,
listeners of a specific radio programme, throwing of a dice etc. are examples of
infinite universes.
III. Sampling unit: A decision has to be taken concerning a sampling unit before selecting
sample. Sampling unit may be a geographical one such as state, district, village, etc.,
or a construction unit such as house, flat, etc., or it may be a social unit such as family,
club, school, etc., or it may be an individual. The researcher will have to decide one or
more of such units that he has to select for his study.
IV. Source list: It is also known as ‘sampling frame’ from which sample is to be drawn. It
contains the names of all items of a universe (in case of finite universe only). If
source list is not available, researcher has to prepare it. Such a list should be
comprehensive, correct, reliable and appropriate. It is extremely important for the
source list to be as representative of the population as possible.
V. Size of sample: This refers to the number of items to be selected from the universe to
constitute a sample. This a major problem before a researcher. The size of sample
should neither be excessively large, nor too small. It should be optimum. An optimum
sample is one which fulfils the requirements of efficiency, representativeness,
reliability and flexibility.
While deciding the size of sample, researcher must determine the desired precision as
also an acceptable confidence level for the estimate. The size of population variance
needs to be considered as in case of larger variance usually a bigger sample is needed.
VI. The size of population must be kept in view for this also limits the sample size. The
parameters of interest in a research study must be kept in view, while deciding the size
 of the sample. Costs too dictate the size of sample that we can draw. As such,
budgetary constraint must invariably be taken into consideration when we decide the
sample size.
VII. Parameters of interest: In determining the sample design, one must consider the
question of the specific population parameters which are of interest. For instance, we
may be interested in estimating the proportion of persons with some characteristic in
the population, or we may be interested in knowing some average or the other
measure concerning the population. There may also be important sub-groups in the
population about whom we would like to make estimates. All this has a strong impact
upon the sample design we would accept.
VIII. Budgetary constraint: Cost considerations, from practical point of view, have a major
impact upon decisions relating to not only the size of the sample but also to the type of
sample. This fact can even lead to the use of a non-probability sample.
IX. Sampling procedure: Finally, the researcher must decide the type of sample he will use
i.e., he must decide about the technique to be used in selecting the items for the
sample. In fact, this technique or procedure stands for the sample design itself. There
are several sample designs (explained in the pages that follow) out of which the
researcher must choose one for his study. Obviously, he must select that design which,
for a given sample size and for a given cost, has a smaller sampling error.

Data Collection

The task of data collection begins after a research problem has been defined and research
design plan chalked out. While deciding about the method of data collection to be used for the
study, the researcher should keep in mind two types of data viz., primary and secondary. The
primary data are those which are collected afresh and for the first time, and thus happen to be
original in character. The secondary data, on the other hand, are those which have already
been collected by someone else and which have already been passed through the statistical
process. The researcher would have to decide which sort of data he would be using (thus
collecting) for his study and accordingly he
will have to select one or the other method of data collection. The
methods of collecting primary and secondary data differ since primary data are to be
originally collected, while in case of secondary data the nature of data collection work is
merely that of compilation. We describe the different methods of data collection, with the
pros and cons of each method.
  COLLECTION OF PRIMARY DATA

We collect primary data during the course of doing experiments in an experimental research
but in case we do research of the descriptive type and perform surveys, whether sample
surveys or census surveys, then we can obtain primary data either through observation or
through direct communication with respondents in one form or another or through personal
interviews. This, in other words, means that there are several methods of collecting primary
data, particularly in surveys and descriptive researches.

Important ones are:

a) Observation method
b) Interview method
c) Through questionnaires
d) Through schedules

Other methods which include:

a) Warranty cards
b) Distributor audits;
c) Pantry audits
d) Consumer panels
e) Using mechanical devices
f) Through projective techniques
g) Depth interviews, and
h) Content analysis.

 COLLECTION OF SECONDARY DATA

Secondary data means data that are already available i.e., they refer to the data which have
already been collected and analysed by someone else. When the researcher utilises secondary
data, then he has to look into various sources from where he can obtain them. In this case he
is certainly not confronted with the problems that are usually associated with the collection of
original data. Secondary data may either be published data or unpublished data. Usually
published data are available in: (a) various publications of the central, state are local
governments; (b) various publications of foreign governments or of international bodies and
their subsidiary organisations; (c) technical and trade journals; (d) books, magazines and
newspapers; (e) reports and publications of various associations connected with business and
industry, banks, stock exchanges, etc.; (f) reports prepared by research scholars, universities,
economists, etc. in different fields; and (g) public records and statistics, historical documents,
and other sources of published information. The sources of unpublished data are many; they
may be found in diaries, letters, unpublished biographies and autobiographies and also may
be available with scholars and research workers, trade associations, labour bureaus and other
public/private individuals and organisations.
Researcher must be very careful in using secondary data. He must make a minute scrutiny
because it is just possible that the secondary data may be unsuitable or may be inadequate in
the context of the problem which the researcher wants to study. In this connection Dr. A.L.
Bowley very aptly observes that it is never safe to take published statistics at their face value
without knowing their meaning and limitations and it is always necessary to criticise
arguments that can be based on them. By way of caution, the researcher, before using
secondary data, must see that they possess following characteristics:

Reliability of data: The reliability can be tested by finding out such things about the said data:

A. Who collected the data?

B. What were the sources of data?
C. Were they collected by using proper methods?
At what time were they collected?
Was there any bias of the compiler?

F. Was it achieved?

Suitability of data: The data that are suitable for one enquiry may not necessarily be found
suitable in another enquiry. Hence, if the available data are found to be unsuitable, they
should not be used by the researcher. In this context, the researcher must very carefully
scrutinise the definition of various terms and units of collection used at the time of collecting
the data from the primary source originally. Similarly, the object, scope and nature of the
original enquiry
must also be studied. If the researcher finds differences in these, the data will remain
unsuitable for the present enquiry and should not be used.

Adequacy of data: If the level of accuracy achieved in data is found inadequate for the
purpose of the present enquiry, they will be considered as inadequate and should not be used
by the researcher. The data will also be considered inadequate, if they are related to an area
which may be either narrower or wider than the area of the present enquiry. From all this we
can say that it is very risky to use the already available data. The already available data
should be used by the researcher only when he finds them reliable, suitable and adequate. But
he should not blindly discard the use of such data if they are readily available from authentic
sources and are also suitable and adequate for in that case it will not be economical to spend
time and energy in field surveys for collecting information. At times, there may be wealth of
usable information in the already available data which must be used by an intelligent
researcher but with due precaution.

SELECTION OF APPROPRIATE METHOD FOR DATA COLLECTION

Thus, there are various methods of data collection. As such the researcher must judiciously
select the method/methods for his own study, keeping in view the following factors:

1. Nature, scope and object of enquiry: This constitutes the most important factor affecting
the choice of a particular method. The method selected should be such that it suits the type of
enquiry that is to be conducted by the researcher. This factor is also important in deciding
whether the data already available (secondary data) are to be used or the data not yet available
(primary data) are to be collected.

2. Availability of funds: Availability of funds for the research project determines to a large
extent the method to be used for the collection of data. When funds at the disposal of the
researcher are very limited, he will have to select a comparatively cheaper method which may
not be as efficient and effective as some other costly method. Finance, in fact, is a big
constraint in practice and the researcher has to act within this limitation.
3. Time factor: Availability of time has also to be taken into account in deciding a particular
method of data collection. Some methods take relatively more time, whereas with others the
data can be collected in a comparatively shorter duration. The time at the disposal of the
researcher, thus, affects the selection of the method by which the data are to be collected.

4. Precision required: Precision required is yet another important factor to be considered at the
time of selecting the method of collection of data. But one must always remember that each
method of data collection has its uses and none is superior in all situations. For instance,
telephone interview method may be considered appropriate (assuming telephone population)
if funds are restricted, time is also restricted and the data is to be collected in respect of few
items with or without a certain degree of precision. In case funds permit and more
information is desired, personal interview method may be said to be relatively better. In case
time is ample, funds are limited and much information is to be gathered with no precision
then mail- questionnaire method can be regarded more reasonable. When funds are ample,
time is also ample and much information with no precision is to be collected, then either
personal interview or the mail-questionnaire or the joint use of these two methods may be
taken as an appropriate method of collecting data. Where a wide geographic area is to be
covered, the use of mail- questionnaires supplemented by personal interviews will yield more
reliable results per rupee spent than either method alone. The secondary data may be used in
case the researcher finds them reliable, adequate and appropriate for his research. While
studying motivating influences in market researches or studying people’s attitudes in
psychological/social surveys, we can resort to the use of one or more of the projective
techniques stated earlier. Such techniques are of immense value in case the reason is
obtainable from the respondent who knows the reason but does not want to admit it or the
reason relates to some underlying psychological attitude and the respondent is not aware of it.
But when the respondent knows the reason and can tell the same if asked, than a non-
projective questionnaire, using direct questions, may yield satisfactory results even in case of
attitude surveys. Since projective techniques are as yet in an early stage of development and
with the validity of many of them remaining an open question, it is usually considered better
to rely on the straight forward statistical methods with only supplementary use of projective
techniques. Nevertheless, in pre-testing and in searching for hypotheses they can be highly
valuable. Thus, the most desirable approach with regard to the selection of the method
depends on the nature of the particular problem and on the time and resources (money and
personnel) available along with the desired degree of accuracy. But, over and above all this,
much depends upon the ability and experience of the researcher. Dr. A.L.
Bowley’s remark in this context is very appropriate when he says that “in collection of
statistical data common sense is the chief requisite and experience the chief teacher.”

Tools of Presentation and Analysis

 To analyse the data obtained with the help of questionnaire, following tools were used.
 Tools of Presentation: It means what tools were used to present the data in a
meaningful way so that it becomes easily understandable. In this research tools used
were tables and graphs.
 Tools of Analysis: In this research the tools of analysis used were Percentage method.
 DATA ANALYSIS & INTERPRETATION

There is no doubt that the customers love ZOMATO. They enjoy benefits of the service.
Apart from the fact that it is convenient, they like how zomato helps save time and money.
But, governments and drivers often hate ZOMATO. To main its customer-centric approach,
the company charges a very low price. This is why the government has to regulate and make
new laws.

Zoamto does not have to follow the regulations that traditional drivers must abide by.
Negative press is something the startup must work on overcoming.

It is not known what Zoamto’s future is. Chain and big restaurants are a big threat to its
success. Zomato should maintain its strengths. It should address the weaknesses found in the
SWOT. The aim should be to turn weaknesses into strength. The team must work and exploit
the opportunities and avoid the weaknesses.

Q.1How frequently do you order online?

Everyday
14%
24% Alternate days in a week
6%
Twice a week

Once in a week
22%
Rarely
34%
The above graph represents the frequency of people order online interpretation states that
only 24% of the people order online on daily basis. 34% of the people order on alternate basis
which is the maximum percentage from the above study, 22% order twice in a week ,
6%people order once in a week and 14%people order rarely .

Everyday 12

Alternate days in an 17
week

Twice a week 11

Once in a week 3

Rarely 7

Which payment mode do you prefer?

20
18
16
14
12
10
8
6
4
2
0

CoD Net Banking Plastic Money E -Wallets

The above Bar Graph shows the interpretation about the payment mode used by the customers
while they order online, Cash On Delivery is the option used by the people second mode is the
payment made through the Plastic Money, third option which is just below the second one is
the payment through the E Wallets and the most least mode opted by the people for payment
is Net Baking

Cash On Delivery 18

Net Banking 8

Plastic Money 14

E -Wallets 10

Which site do you prefer to order food online?

14

12

10

0
Zomato Swiggy Food panda Uber Eats Any Other

The above Bar Graph shows the interpretation about the site people prefer to order online
through Zomato ,followed by the site Food panda , Swiggy occupies the third position
whereas UberEAts and Any Other Option gets same same position
 Zomato 13

Swiggy 9

Food Panda 12

Uber Eats 8

Any Other 8

Which type of food do you order online?

18

16

14

12

10

0 Chinese Indian Mughlai Continental Any Other

The above Bar Graph shows the interpretation about the taste and preference about
people who order the type of food online Indian food is ordered the most by the people
followed by the Any Other option, Continental and Chinese Occupy the third and fourth
place in the interpretation and Mughlai is the least ordered online by the people.
 Chinese 7

Indian 15

Mughlai 6

Continental 9

Any Other 14

How much Avg. time does the order takes while reaching your home?

20% 18% Within 15 min.

20 -25min.

22% 25-30min.

40%
30 min. and above

The above Pie Chart shows the interpretation about the Average time taken by the order to
reach the place 18% orders reach within 15 ,minutes, majority of the orders reach the place
within 20 -25 minutes ,22% order reach place within 25-30minutes whereas 20% of the
orders reach there destination after 30 minutes
 Within 15 Min. 9

20 -25 Min. 20

25-30 Min. 11

30 Min. And above 10

How much Discount do you get generally on online order?

25

20

15

10

0
1 2 3 4

The above Bar Graph shows the interpretation about the discounts people get while ordering
online 17 people do not get any kind of discount 20 people generally get 5% discount ,10
people get 10 % discount and only 3 people get 15%discount .
 No Discount 17

5% 20

10% 10

15% 3

What kind of discounts & other vouchers you generally get?

8%

14% 32%

Cash Back
Discounts Gifts
Lucky Draw
20%

26% Others

The above Pie Chart shows the interpretation about the discounts and other vouchers
provided by the online ordering sites,32% of the people claimed that the get Cash Back while
they order online 26% of the people get Discounts , 20% of the people get Gifts ,14% people
claimed that sites offer them Lucky Draw chances , 8% people said they get something
different.
 Cash Back 16

Discounts 13

Gifts 10

Lucky Draws 7

Others 4

Does your website online site gives free home delivery option?

No

Yes

0 5 10 15 20 25 30 35

The above graph shows the interpretation about the FREE HOME DILEVERY service is
provided by the site they prefer to order online Majority of the people said “YES” that there
site provides the service.
 How much time does it take to order online?

16%
26% 2min.

5min.

10min.
36%
22%
more than 10 min.

The above Pie Chart shows the interpretation about how much time does it take for
people to order food through online , 16% people said it them just 2 minutes to order online
,36% said that it takes then 5 minutes , 22% said that it takes them 10 minutes to order online,
26% people said it takes them more than 10minures to order then online .

2 Min. 8

5Min. 18

10 Min. 11

More than 10 13
min.
 Does your website allow you to track you order.

40

35

30

25

20

15

10

0
Yes No

The above graph shows the interpretation about the site they prefer to order gives them
authority to track the order. Majority of the people said “YES” the sites gives them the
authority to order online.

Yes 38

No 12
 CONCLUSION

Moreover, technology use is not just limited to the restaurants’ B2C activities, but it also
yields fruitful results in carrying out the B2B activities. Restaurant owners have tie-ups with
the vendors who supplies them raw materials regularly.

Right from the bakery guy who provides bread and cookies to the grocery guy who gets all
the vegetables and other edibles. There is a big chain for which a restaurant is a part of.
Failing or missing on any of the delivery can have series of serious repercussions.

Technology can inevitably solve many of the problems by streamlining the entire chain from
getting a veggie in the kitchen until the time it is cooked and delivered to the customer.

1. After the data analysis, the data tells that Zomato is a good at its planning for the future

2. The data collected by the sources simply shows that Zomato has the potential to grow
further even after having such cruel competitors that can through Zomato out.

3. Zomato is found to user friendly and easy to use application, and provides a wide range of
restaurants to the customers.

4. Zomato is also collaborating with many other related firms and is increasing the number of
restaurants and delivery fleet in future.

Suggestions

1. Zoamto should increase the efficiency while delivering the food

2. Zomato should increase the features
3. Add a tip option (let them know tip is not included and is optional).
4. Zomato should built a Department which keeps a thorough check on the restaurants
that there should proper hygiene and should be as per the customer standards.
 BIBLIOGRAPHY

BOOKS REFERRED

 The Best Service Is No Service by BILL PRICE

 Customer Loyalty: How to Earn It, How to Keep It by JILL GRIFFIN

Websites

 www.restaurantindia.in
 www.blog.zomato.com
 www.hungryforever.com