CHAPTER – I

INTRODUCTION

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1.1 Concept Introduction

The Internet has proven to be an indispensable means of doing business in the twenty-first
century. Online activities include web-based business, e-payments, electronic customer
management, e-supply chains, e-marketplaces, e-learning, electronic entertainment, e-
ticketing, and e-government. Internet-based data collection and dissemination have been
successfully applied in a wide range of business operations, including data extraction, item
correspondence, sales instruments, appropriation channels, customer service, and so on.
Technology has made international communication and business transactions easy, as it
allows people to connect with people around the world regardless of their location and
conduct business over the internet. No matter where the customer is located, the service can
be ordered at any time from virtually anywhere, no matter what the store hours, time zone, or
transport constraints are. The Internet has not only benefited marketers, but has provided
them with legitimate tools to run advertising campaigns, interact with customers and deliver
goods and information.

Several factors have contributed to the growth of e-commerce in the past decade, including
changes in consumer habits, technological advances, improvements in consumer incomes and
knowledge, and fast global economic expansion. As the Internet has grown in popularity over
the last decade, so has its use for shopping and purchasing. Several firms are rushing to
launch online businesses without understanding what motivates people to buy online due to
the rapid growth of online sales and the unique characteristics of the Internet.

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Online and offline marketing are seen as being improved by internet marketing, thereby
increasing spending and loyalty of customers.

The Internet offers two-way communication and rapid information transfer at a low cost,
whereas conventional mass media utilize one-way communication only. As consumers
increasingly use computers and network technologies, retailers have been compelled to
establish Internet retail sites. According to some analysts, traditional companies will be
obsolete in four decades and replaced by internet commerce. There have been few studies
that examined whether or not online sales are encouraged or discouraged. Many marketers
recognize the value of using the Internet for marketing; however, few studies have examined
the factors that make online sales successful. Despite the Internet's rising popularity, the
majority of Internet marketing content still relies on stories and experiences gained via
television, radio, newspapers, and magazines.

The present overall Covid-19 pandemic has affected most of ventures. The Covid-19
pandemic significantly affects business areas, with most of organizations encountering
monetary hardships thus. The idea of conventional business has adjusted significantly
because of the Covid-19 scourge, which has hurt each space of the economy. Individuals
have been on guard because of the worldwide emergency, and most of them have tried not to
blend with others. Innovation has changed the globe into another peculiarity in the new
period, especially in this new standard, by altering human conduct such that makes
individuals' lives simpler, from getting up to securing position and taking care of them. As a
result of innovative headways, the requesting methodology has moved to another channel. A
food requesting framework that utilizes the web, cell phones, and message informing to put
orders is known as an electronic food requesting framework. Clients might use the E-
Commerce-based food requesting application to put orders with just a single tick on the web.

Customers may also use the online ordering system to modify their orders without having to
deal with a specialist. If customers place an order at the counter and the waitress accidentally
snaps or enters the menu, the order will be delayed, resulting in dissatisfied customers. Aside
from that, clients prefer to order supper online since it is more precise. Before confirming and
paying for a request, the consumer can examine it and make any required changes. As a
result, it is more secure than the traditional method of obtaining meals at a restaurant. This
research would broaden the range of viewpoints on academic examination and practical

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application in general. Current online marketing techniques may be advantageous as a result
of shifting industry dynamics following the Covid-19 event.

Taking everything into account, the benefits of utilizing the Internet in showcasing are
colossal, since they give advertisers an immense potential to lead novel exercises that were
already unviable. Nonetheless, with regards to obtaining things on the web, advertisers
should build up a top to bottom comprehension of purchaser conduct. This information will
help advertising chiefs in better arranging their showcasing blends and offers to more readily
match the requirements of their clients. Organizations will actually want to set up, keep up
with, or develop consumer loyalty, construct solid brand steadfastness, and at last give clients
with a convincing motivation to continue to purchase a similar brand on the off chance that
they do as such. This examination is huge since it is a first endeavour to recognize
components and their general significance in influencing shopper dynamic when buying
wellbeing food varieties on the web. The review's examination issue and points are talked
about straightaway.

Background to the study

Business executives rely upon a web based food requesting framework. One of the main
objectives of making this framework is to help clients to manage their organizations and
likewise to get online requests and reservations for lunch. The idea has been born because of
the long lines that will form outside the eatery during lunch and dinner hours, one for
purchasing tickets, the other for ordering supper.

This new technology will allow customers to order food from the comfort of their work desk,
their classroom, their hostel room, and anywhere else outside the school grounds. The current
system has its shortcomings.

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1.2 Problem of study

Online food ordering

Online menus enable customers to order food from local restaurants and food cooperatives
through interactive online ordering. Customers can create accounts on these sites to make
ordering more convenient, just like online stores offering consumer goods. These companies
allow their users to pay with their credit cards or cash, as well as choose delivery or pickup
options from their favorite restaurants. Online food ordering services allow members to set up
separate accounts for frequent ordering, similar to how they do it for consumer goods. If a
restaurant receives money from the online food ordering service, it shares the money with the
provider. Restaurants and food cooperatives can be ordered through this application. Users
pick their favorite restaurants and order items, which can be delivered to their homes.
Restaurants are making money from online food delivery companies by accepting electronic
debit and credit cards. E-commerce and online shopping have been around for a long time.

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However, the internet and food have taken longer to connect. Corporations like Domino's and
Papa John's were among the first to begin accepting online orders for food.

Consumers are increasingly using their internet connection to order from interactive menus at
restaurants through the internet, especially in metropolitan areas and on college campuses.
Online food ordering is an online reaction to the need for food delivery. Rather than ordering
food just once, people can order groceries to stock their refrigerator rather than ordering food
from a restaurant. Whether ordering via a web site or directly from a computer, it is possible
to complete the order via one of these means. Online ordering of food from restaurants is
possible in various ways. Some restaurants offer tools on their websites that make it as easy
as possible to place orders for pick-up or delivery. Others provide the option of making
reservations. People no longer have to call the restaurant to order delivery; they can simply
order online.

The varied food culture of India is an unspoken characteristic of the country's diverse culture,
which is composed of various states and regions. Indians traditionally enjoy home-cooked
meals, which is a concept that is cherished not only spiritually but also personally.

However, eating out has been replaced with a variety of foods from around the world among
urban Indian families as a result of a change in western culture. It began with the acceptance
of foods from around the world. In the early 1990s, the economy of India was liberalised,
resulting in a host of new companies entering the market and influencing Indian lifestyles and
eating patterns greatly.

Fast-food restaurants acquired popularity in India after they started offering vegetarian meals
and non-vegetarian options, excluding meat and pork entirely from their menu, as well as
altered the fundamental requirements of Indian cuisine.

Due to the widespread belief that these fast food chains only serve chicken and do not cater to
vegetarians, Indian customers initially protested and rejected multinational fast food chains.
Today, fast food outlets in India are adapting to the Indian culinary traditions and expanding
in response to them. These feasts are traditionally considered costly and out of the way in
Indian culture.

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It has become a way of life for many young Indians, as it has become enamored with the
young generation. This study aims to examine the influences placed on Indian youth in the
age range of 20-30 years old on fast food consumption and fast food outlet selection, taking
into account Indian eating habits and changing food preferences, in order to determine the
factors that affect their perspectives.

Advantages of Electronic Food Ordering

Online ordering has benefits for both consumers and establishments. Since the consumer may
place an order at any time, it is convenient for the establishment as wellA consumer has the
flexibility to tailor their purchase exactly to their needs without having to worry about any
communication difficulties between the customer and the person taking their order.
Customers will benefit from this as well, as the restaurant can take more orders with fewer
employees. Orders can be received over the phone and delivered directly to the kitchen
without the need for a host or waiter.

Disadvantages of Electronic Food Ordering

Online ordering makes it more difficult for customers to request gluten-free or allergy-free
items. They cannot inquire about the quality of the food or specify any specific diet goods.
Additionally, there is more likelihood that consumers will place an order but not pick it up,
resulting in food waste and possibly lost earnings.

1.3 Significance of the study

In the study, users of Online Food Ordering Apps were analysed on the basis of different
parameters to determine their satisfaction levels with those Apps.

1.4 Statement of the problem

Customers can place their orders through the online food ordering system, allowing them to
track pending orders and maintain a customer database. The management also maintains and
improves the food delivery service. In addition to this, the proposed system provides a
feedback system in which users can rate food items. Additionally, it is capable of
recommending hotels and food based on customer ratings. The hotel staff is informed about
the improvements along with the quality of the food. Paying online with a credit card, cash,

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or via an express delivery system is also available. For more secure ordering, each user has its
own account, which is protected by a password and ID.

1.5 Scope of the study

In this study, customers can order food and get it delivered according to their preferences, as
well as reducing long queues of customers at the counter ordering food and reducing
employees' workloads. The system implements the following functions:

Waiters can take orders from customers into his tablet, customers can view their orders and
their bills, administrators can change the menu, view daily, weekly and monthly profitability
reports, and kitchen staff can finish the order and serve it. The administrator can modify the
menu, as well as view profit reports on a daily, weekly, or monthly basis.

Consumer perception of online food delivery services may change under different conditions,
which is the purpose of this study. The purpose of this study is to gain additional insights into
the "Online Food Delivery Service Market". Through this study, we will examine consumer
perceptions about the services they provide in Coimbatore and better understand the factors
that affect those perceptions. By emphasizing these variables, providers may be able to
improve their mentality as a result of these findings.

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 CHAPTER-II

REVIEW OF LITERATURE & RESEARCH

METHODOLOGY

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2.1 Review of Literature

An extensive literature review summarizes previous research on a topic, examining academic

materials, books, and other sources that are relevant to the particular field of study. As a
result of the literature review, the reader is assured that your work has been well thought out,
because it acknowledges the work of previous researchers. An author's reference to a
previous study in the field of study implies that he or she has read, evaluated, and
incorporated that study into the proposed study at hand.

1) H.S. Sethu & BhavyaSaini (2016), “SATISFACTION OF CONSUMERS BY USING

ONLINE FOOD SERVICES”

In this project, the researchers aim to study students' perceptions, behaviour, and satisfaction
with online food ordering and delivery services. Students who took part in the study said they
were able to manage their time more efficiently by using online food purchasing services. In
addition to convenience, they identified the availability of food at any time as well as the
ability to access the internet as the primary reasons for their use.

2) Dr. Sethu and Dr. Saini (2016), “Customer Perception and Satisfaction on Ordering
Food via Internet, a Case on Foodzoned.com, in Manipal”

212 students at four colleges at Manipal University were sampled with non-probability
convenience sampling. One study showed that 100 percent of survey participants used online
food delivery apps, and their decisions were influenced by advertisements, friends' opinions,
and some of the offers they saw. A set of open ended questions were used to gather
information about the experiences people had when shopping for food online. According to
the study, the overall satisfaction level is 3.69 out of 5 points, which is fairly high.

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Furthermore, word of mouth and existing customers' experiences helped grow the online food
ordering platform, since this is a very efficient way of getting new customers.

3) Bagla (2017), “Customers' expectations and satisfaction with online food ordering”

Online food delivery has declined significantly in the National Capital Region of Delhi, one
of the top three cities in the country. While online food delivery is becoming increasingly
popular, there are several contributing factors like the time needed to prepare food, rewards,
and customer convenience. In this study, structured questionnaires were distributed and non-
probability sampling was used. It was intended to be limited to the National Capital Region
of Delhi, although further research could be done in other locations in India. An analysis of
the collected data was performed using SPSS 23.0, which was used to create a data matrix.

4) Suryadev Singh Rathore and Mahik Chaudhary (2018), “Consumer’s Perception on

online Food Ordering”

Among students in Indore, online ordering of food seems to be quite popular, and many of
those students have used it, proving its popularity among millennials. Based on the author's
findings, consumers are able to perceive online food ordering differently, and this perception
is, in part, affected by their ability to connect over the Internet and their exposure to online
food ordering services. The data for this study was collected through an online survey. Data
collected for the study was both exploratory and corresponding in nature. Data for the study
was collected through two structured questionnaires. In addition to the study done mostly on
Indore students, there is scope for further research regarding other factors influencing in-store
ordering in different parts of India.

5) Arji, N.V and Sreena (2019), “Consumer Perception of Online Food Delivery Apps in
Kochi”

Researchers found that young adults tend to use online food delivery services more than older
people. The easy and convenient means of ordering food was found to significantly
contribute to this tendency. Furthermore, younger consumers prefer online food delivery
services because they can access a greater assortment of restaurants and they receive their
food sooner. By examining diffusion of innovation (DOI) from both a quantitative and
qualitative perspective, this study investigates how an idea or product gains traction and

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spreads amongst a specific group. It is the limitation of this paper that the preferences of
online food ordering differ from person to person. It was distributed to 300 online food order
users in Kochi from the ages of 18-40 and 100 non-users from the age groups 18-40 Further
research on the perception of online food ordering in different parts of India can be conducted
based on how people of different age groups perceive it.

6) Gawande, Pachaghare, and Deshmukh (2019), “A Study of Customer Perception about

Online Food Ordering Services in Amravati City”

A survey was conducted in Amravati city, using 150 respondents whose ages ranged from 20
to 40 years old, to look at customer perception of online food ordering services. In fact,
research has shown that the first online ordering applications appeared only in 2014, and that
since then, customers have developed almost 30 new applications to meet their needs.
However, only 5 to 6 of these were sustained. According to the study, people in the 20-25 age
group are most likely to order food in Amravati, and customers prefer cash payments over
digital payment platforms. In this study, all the subjects are those who have used Amravati's
online ordering and delivery services.

7) Prabhavathi, Y (2014), “Consumer Preferences and Spending Patterns in the Indian

Fast Food Industry”

Online food delivery services have been replaced by restaurants in recent years. Restaurant
sales have increased by 70% in the last decade, a landmark for the food industry. A
convenience and transparency factor made ordering lunch and dinner easier for customers
throughout the country, which has resulted in growth of lunch and dinner in most major
cities.

8) Adithya R. et.al., 2017, “Online Food Ordering Program”

Her research showed that an online food delivery system reduces time consumption
significantly when compared with going to a restaurant and waiting there. Several advantages
of an online food ordering system have been illustrated in this study, including the fact that it
allows customers to place orders at their convenience and provides online menus. With the
use of a food menu, customers are able to track their orders and requests easily. Furthermore,
the program allows users to measure food items using the feedback system. A proposed

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system could inform hotel staff of progress and quality of food, and customers could make
payments online or through a delivery system. In addition, hotel staff could be notified of
user ratings.

9) Gupta, M (2017), “Study on Impact of Online Food Delivery App at Restaurant

Business Special Reference for Zomato and Swiggy”

By allowing customers to place orders online, not only was time saved, but money as well.
With online ordering, customers could place orders easily, reliably, and safely. It transformed
the restaurant industry as we know it today. In conclusion, social media promotes online food
service providers' websites and helps them with advertising their services via media. Various
factors affect buying and performance between online food services and the services they
provide.

10) R., Priyadharshini. (2017), “Consumer perception towards MNC fast food outlets in
Coimbatore”

In fact, India has the world's largest youth population, with more than 10 million individuals
between the ages of 10 and 24. More and more youths are entering the labour force every
day, economic growth is increasing, women are becoming more prominent as workers, and
more and more customers are portability their purchases across borders. The combination of
these factors has shifted the Indian market in a new direction; a broader menu is therefore
required.

11) Samsudin, N. A., Khalid, S. K., Kohar, M. F., Senin, Z., & Ihkasan, M. N. (2011), “A
customizable wireless food ordering system with real-time customer feedback”

An eatery implemented a wireless food ordering framework alongside client feedback. Cafe
owners were able to set up the framework for wireless ordering, and they could update their
menu presentation without having to update their server system. Restaurant owners and
clients can maintain relationships using a wireless order framework integrated into advanced
cell phones that facilitates constant client criticism.

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2.2 Research Methodology

1. Need for Research

 It will stress the need for consumer perception and the impact it creates about a brand
or the product in the public.
 It helps in knowing the common difficulties or problems faced in E-food delivery
services.
 It helps in providing solutions to maximize the impact of consumer perception on E-
food delivery apps.

2. Statement of the problem

Customers perception towards Electronic Food Ordering among the existing customers of E-
food delivery apps.

3. Objectives of the study

 To analyse the customer perception towards E-food delivery ordering services.

 To analyse the satisfaction of customer on the service provided by the E-Food
Delivery apps.
 To evaluate the improvements to be implemented on E-Food Delivery apps.

5. Sampling

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Sampling Frame: E-Food Delivery apps.

Sampling Unit: The Sampling unit of the study is based on existing customer of E-food
delivery apps.

Sample Size: For this study, the data will be taken from 100 respondents, who are the
existing customer of E-Food delivery apps with the assistance of 21 approved questions /
Statements (both open-ended and close-ended) by adopting Random Sampling Method.

Scope of Study: The purpose of the study is to understand how customers feel towards
online food delivery services. Customers’ perceptions many vary depending on the
circumstances.

5. Method of Data Collection

Primary Data: It is generally applied in data collection to ascertain the reasons in their
present existence. The approved questionnaire method will be applied to obtain necessary
primary data from the existing customers of Food Delivery apps by Simple Random
Sampling Method, to analyse relating with the objectives stated. This is one of the systematic
approaches in collecting primary data to assist in Data Interpretation and Analysis.

Secondary Data: Secondary data will be collected by means of secondary sources like
magazines, websites, blogs etc. The other required data of the company will be collected
from the project guide of the company.

6. Statistical Techniques to be used

The statistical tools will be applied in the research according to the requirement.

7. Plan of Analysis

The study will be based on the observational analysis of the organizations, which are in and
out of E-Food Delivery business. The primary method of the analysis is based on
questionnaires and the questions will be structured as open-ended questions and close ended
questions. Analysis of research will be done with simple statistical tools and techniques
according to the requirements. After performing the analysis, data interpretation will lead to
findings, then recommendations will be framed, as required.

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 CHAPTER III

PROFILE OF COMPANY

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3.1 About the industry

As an encompassing term, IT covers many information technology oriented organizations.

Nothing survives without IT, whether it is a company, an organization of government, or an
organization for non-profit purposes.

Thus, when we speak about the IT industry, we mean all organizations or departments within
organizations dedicated to developing, maintaining, or operating IT systems.

According to the following categories, IT organizations can be divided into segments. Many
of these organizations will be active in more than one of these categories.

1. Product Companies: Product manufacturers design products for a specific use and use
that they can deliver to a customer. Adobe Systems, Computer Associates, etc. are
pure software product companies, but other companies have both hardware and
software – often bundled together but sometimes sold separately as well (Google,
Microsoft, Apple, etc.). As well as the hundreds of thousands of small start-up
companies, there are also many smaller businesses seeking to develop their idea into
the next big thing.
2. Services Organizations: IT services are provided by these organizations to their
customers. Among them are some that specialize in providing services only to product
companies, while others provide a range of services from network maintenance and
business process outsourcing to application development and system support.

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 3. In-house IT Departments: Many large companies have significant IT functions that
rival those of many separate IT firms. Typically, this function is the cost centre for IT
services provided to the core business. For example, the IRCTC which provides
railway services in India builds and supports some of the most complex IT systems in
the world.

As a definition, it is impossible to estimate its size, given its pervasiveness. Additionally, the
size of organizations can vary from Goliaths like IBM, which has literally millions of
employees, to small, garage-based start-ups with only one or two people.

Although their goals are different, the challenges they face are similar. They strive to improve
operations, maximize profits, or adopt new business models.

3.2 Company profile

It is an IT service based company Bangalore. It is Software Company with a common goal of

innovative and creative ideas and software solutions in the information technology industry.

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Avohi has helped bring down all the downtime issues of the website and capture the user data
as well as user behavior aptly – something which we failed to do earlier. The result was
greater traffic and better user-engagement.

This is one of the most professional teams. In Avohi, today has successfully placed ourselves
as a reputed name in the area of real estate.

Started with the main goal of customer satisfaction, Avohi accelerates through the services
like Web Design and Development, E-commerce Web Development, Mobile Applications,
Software Development, Search Engine Optimization and Responsive Designs. A one-stop
shop for a wide range of products as well as services.

This firm is of the belief that customer service is as important as their products and services,
and hence they pay attention to every step of the process; right from the time a customer
places an order to the time it reaches their doorstep. Blended with values, sustainability,
quality, and ethics. They can help you envisage a roadmap of success and growth in your
business.

Vision
They are the leaders in providing innovative digital solutions which is sure to boost the
customer’s business and give a competitive edge to the brand .With their digital and
technology
expertise customer’s base can be widen and gain better ROI.

Mission
Avohi will provide high quality technology services and solutions at affordable cost in the
information, internet and ubiquitous communication and supplementary services related to
our core business.

Why Avohi?

We take client’s expectations with the utmost priority and offer them service at competitive
costs and maintain the websites of various domains for numerous business organizations. We
are concentrating on Graphics and Web.

Quality of Work - The work they do for their clients is excellent in their terms of quality.
Provided, they are scalable, secure, reliable, optimized and remarkable in performance.

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Technical Expertise - They carry out conventional knowledge in the technical aspects. This
helps them chatter their client’s needs with superior results.

Service and support - In a world run by internet, they are just a click away. As for the
company,
client’s satisfaction is number one priority. They always concentrate on providing enhanced
world-class solution to their clients.

3.3 Services by Avohi Software Company

Web Designing & Development:

Innovative, Illustrative and Creative thoughts are brought together to bring a impressive and
exquisite design. The Internet offers a grand platform to various business organizations to
present their wide range of products and services to the wide audience in order to gain more
consumers.

E-commerce Design:

Avohi provides the most authentic and ethnic way of designing, creating a magnetic approach
to give the best look and feel for your website and attract millions of people, thereby
enhancing your customer response and business altogether.

Digital Services:

Digital strategy and consulting services: Our digital strategy and consulting services help
you build your business and make the right impact among your target audience.
Search engine marketing: Our full-fledged search engine marketing services places you at the
top of search engine rankings and drives the right traffic to your website.
Online media management: Our proactive online media management helps you inform and
engage your customers in an interactive manner thereby boosting your goodwill and
branding. Digital data analytics and reporting: Get an objective measure of your brand's
online performance with our cutting-edge data analytics and in-depth reporting.

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Search Engine Optimization

Email Hosting:

Email Hosting is an internet hosting service which manages electronic messages through an
email server. They offer a very effective, robust Email Hosting service for small to medium
business enterprises at a very low cost. Having an own branded email is necessary for any
business irrespective of the size. We allow users to create a variety of email types which
utilize
the same trailing address. The Email Hosting Packages provides variety of options to create
and manage the internal email addresses. All the email hosting packages come with very high
secure features, thus ensuring safety at its best! Technology you can trust! Bridging
technology with Innovation!

Website Hosting

A Reliable, easy and highly fast Web Hosting Service is here for you. Stay connected
wherever you are. The Web Hosting provides ultimate security and safety ensuring reliability.
Choose among the different packages offered at a reliable cost. Quality and Reliability
matters when you have to go in for the right one. Avohi, which is ever concerned in providing
excellent service, provides the best Web Hosting Service in the market today

Application Development

Software Development Services:

Software Development is the integral part of Avohi. Building technology to the ever-growing
innovative ideas, we provide services par excellence in the field of Software Development.
Be it end-to-end solution development, or developing intermediary building blocks in the

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system,
Avohi handles it with ease.

Android Development Services:

The talk of the day is 'Android' everywhere! With seasoned Android Developers, we pledge
to
provide amazing Android Apps which is the call for the day! Wrapped with excellent talent
and quality, we make sure you are satisfied with the apps we come up with.

CHAPTER – IV

ANALYSIS AND INTERPRETATION

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4.1 Analysis and Interpretation of Data

This section of the survey reveals the demographics of the customer. It includes their age,
gender, Occupation and the Marital Status. The demographics were taken into consideration
to understand the characteristics of the sample under study so as to derive a suitable
relationship in their perception and satisfaction about E-food delivery services.

1. Age

The Respondents were asked to reveal their age in order to derive a relationship between their
age and perception about the E-food delivery services.

(Figure 4.1.1 shows the breakdown of the age profile of the respondents)

Table 4.1.1: Table showing age group of respondents

Particulars Number of Respondents Percentage of Respondents

Below 20 11 11%

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 21 – 30 55 55%
31 – 40 17 17%
41 – 50 11 11%
Above 51 6 6%

Total 100 100%

According to the table shown above it is observed that 11 of respondents fall under the age
bracket of Below 20 years of age, 55 fall under the age group of 21 – 30 years, 17 are under
the age category of 31 – 40 , 11 are under the age category of 41 – 50 and 6 of respondents
fall under the age bracket of 61 years and above. From this data it is found that majority of
the respondents are young i.e the internet using community and fall under the age category of
21 – 30 years of age.

Figure 4.1.1: Age group of respondents

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According to the table shown above it is observed that 11% of respondents fall under the age
bracket of Below 20 years of age, 55% fall under the age group of 21 – 30 years, 17% are
under the age category of 31 – 40 , 11% are under the age category of 41 – 50 and 6% of
respondents fall under the age bracket of 61 years and above. From this dat it is found that
majority of the respondents are young i.e the internet using community and fall under the age
category of 21 – 30 years of age.

2. GENDER

The survey was designed in such a way that the gender of the respondents was recorded.

(Figure 4.1.2 shows the gender category percentage)

Table 4.1.2: Table illustrating Gender Category

Particulars Number of Respondents Percentage of Respondents

Male 66 66%
Female 34 34%

Total 100 100%

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Table 4.12 shows the sex of the respondents. From the table above it is evident that 66 of the
respondents were male and 34 of the respondents were female. This table clearly shows that
the male population dominate the usage of E-Food delivery services. The population of male
respondents is nearly twice the population of female respondents. This shows the usage of E-
food delivery platform is greater among the male respondents and comparatively lower when
it comes to women respondents.

Figure 4.1.2: Composition of respondents by gender

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Figure 4.12 shows the sex of the respondents. From the pie chart above it is evident that 66 %
of the respondents were male and 34% of the respondents were female. This figure clearly
shows that the male population dominate the usage of E-Food delivery services. The
population of male respondents is nearly twice the population of female respondents. This
shows the usage of E-food delivery platform is greater among the male respondents and
comparatively lower when it comes to women respondents.

3. OCCUPATION

This survey consisted of a question that revealed the employment status of the respondents.
This was included in order to find out the correlation between the employement status of the
respondents and the buying pattern.

(Figure 4.1.3 shows the employment status of the respondents)

Table 4.1.3: Table showing occupation

Particulars Number of Respondents Percentage of Respondents

Student 23 23%
Self Employed 26 26%

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 Professional Employee 40 40%
Housewife 6 6%
Retired 5 5%

Total 100 100%

The findings indicate that 40 which is a majority of the respondents were Professional
Employee, 26 of the respondensts were Self Employed, 23 of the respondents were students,
6 of the respondents were Housewife and 5 of the respondents marked others Retired. From
this it can be inferred that majority of consumers using E-food delivery services are
Professional Employees i.e., the population that has a stable income. The next category of
comsumers are Self Employed. There are also consumers like Students who massively use
internet for E-food delivery Services.

Figure 4.1.3: Occupation of the respondents

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The findings indicate that 40% which is a majority of the respondents were Professional
Employee, 26% of the respondensts were Self Employed, 23 % of the respondents were
students, 6% of the respondents were Housewife and 5% of the respondents marked others
Retired. From this it can be inferred that majority of consumers using E-food delivery
services are Professional Employees i.e., the population that has a stable income. The next
category of comsumers are Self Employed. There are also consumers like Students who
massively use internet for E-food delivery Services.

FACTORS INFLUENCING SATISFACTION OF E-FOOD DELIVERY SERVICES

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This section helps in determining the various factors that influence the consumer’s buying
behaviour. Factor include the components that help boost the E-food delivery services. It
shows the influence of the different factors on E-food delivery services.

1. Awareness on E-food delivery Apps

This survey aimed at also understanding the fact whether the customer are aware of E-food
delivery apps present in market.

(Figure 4.2.1 shows the Consumers awareness on E-food delivery apps)

Table 4.2.1: Table showing awareness on E-food delivery apps

Particulars Number of Respondents Percentage of Respondents

Fully aware 23 23%

Slightly aware 42 42%
Sufficiently aware 32 32%
Not aware 3 3%

Total 100 100%

Found nearly 42 of the people agreed that they were slightly aware of E-food delivery
services, 32 respondents were sufficiently aware, 23 of respondents were Fully aware of E-
food delivery services avaliable in the market and 3 of respondents were unware of the E-
Food delivery services.

Figure 4.2.1: Showing the awareness on the E-food delivery services

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Found nearly 42% of the people agreed that they were slightly aware of E-food delivery
services, 32 % respondents were sufficiently aware, 23% of respondents were Fully aware of
E-food delivery services avaliable in the market and 3% of respondents were unware of the
E-Food delivery services.

2. Medium through which consumer came to know the E-food delivery apps

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A question was asked to consumers about how they found out about E-food ordering
services.

(Figure 4.2.2 shows how consumers come to know about E-food delivery apps )

Table 4.2.2: Table illustrating medium through which consumer came to know the E-
food delivery apps

Particulars Number of Respondents Percentage of Respondents

Newspapers 1 1%
Internet 39 39%
Advertisements 12 12%
Friends 37 37%
Spouse 11 11%

Total 100 100%

Analysis from the above table shows that nearly 39 of consumers came to know about the E-
food delivery through Internet followed by 37 through Friends and 12 from advertisements. It
is clear from the about the details that the most of the consumer came to know about the E-
food delivery services through Internet. So companies should take measures to improve the
customer experience with the Internet.

Figure 4.2.2: Showing medium through which consumer came to know about the E-food
ordering services

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 Interpertation from the above graph shows that nearly 39% of consumers came to know
about the E-food delivery through Internet followed by 37% through Friends and 12%
from advertisements. It is clear from the about the details that the most of the consumer
came to know about the E-food delivery services through Internet. So companies should
take measures to improve the customer experience with the Internet.

3. Reason for opting E-food delivery services

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Consumers order food online and this purchase is backed by a number of benefitting factors.
Hence, the respondents were asked to reveal the they consider while making puchases. They
were asked about their motivation to make purchases.

(Figure 4.2.3 shows reason for opting E-food delivery services)

Table 4.2.3 : Reason for opting E-food delivery services

Particulars Number of Respondents Percentage of Respondents

Money saving 6 6%
Time saving 37 37%
Convenient 52 52%
Faster delivery 5 5%

Total 100 100%

It was perceived from the findings that respondents take into consideration various factors
while making purchases. The above table shows that 52 of the people go for E-food delivery
services due to convenience. 37 are satisfied with the fact that E-food delivery service is
Time saving. 6 of the respondents say that it is money saving and 5 of the respondents say
that they prefer E-food delivery as it has faster delivery. Therefore, it is clear that a majority
of the audience is influenced by the factor namely convenience. The next priority while
making a purchase is Time saving. Hence, above two can be considered as the major factors
that influence the buying behaviour.

Figure 4.2.3: Reason for opting E-food delivery services

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It was perceived from the findings that respondents take into consideration various factors
while making purchases. The above graph shows that 52% of the people go for E-food
delivery services due to convenience. 37% are satisfied with the fact that E-food delivery
service is Time saving. 6% of the respondents say that it is money saving and 5% of the
respondents say that they prefer E-food delivery as it has faster delivery. Therefore, it is clear
that a majority of the audience is influenced by the factor namely convenience. The next
priority while making a purchase is Time saving. Hence, above two can be considered as the
major factors that influence the buying behaviour.

4. App preferences

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While we consider digital marketing and purchasing through digital media platforms, we
must also consider various apps from which the consumers make purchases. This helps us in
understanding the strength of the digital marketing strategy of each site and also to draw a
comparison among the competitors.

(Figure 4.2.4: shows the app prefernces of consumers)

Table 4.2.4: App perferences of consumers

Particulars Number of Respondents Percentage of Respondents

Zomato 56 56%
Swiggy 36 36%
Uber eats 8 8%
Food panda 0 0%

Total 100 100%

It is observed that 56 of the respondents visit Zomato, about 36 of the respondents visit
Swiggy, 8 of the respondents visit uber eats and less the 1 of the respondents visit Food
panda. This indicates that Zomato has the largest customer base with Swiggy holding the
second place as per the responses of the respondents who participated in the survey. From the
responses collected from the sample of the survey we can infer that Zomato holds a special
place in the minds of people when it comes to E-food ordering.

Figure 4.2.4: Showing the app preferences of the consumer

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It is observed that 56% of the respondents visit Zomato, about 36% of the respondents visit
Swiggy, 8% of the respondents visit uber eats and less the 1% of the respondents visit Food
panda. This indicates that Zomato has the largest customer base with Swiggy holding the
second place as per the responses of the respondents who participated in the survey. From the
responses collected from the sample of the survey we can infer that Zomato holds a special
place in the minds of people when it comes to E-food ordering.

5. First Order

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Consumers were asked to about when they made their first purchase i.e. when they first order
Food online. This question was included to find out wheather the consumers are early
adopter, laggards.

(Figure 4.2.5 shows when consumer made their first order)

Table 4.2.5: Shows when consumer made their first order

Particulars Number of Respondents Percentage of Respondents

Before 2016 12 12%

Between 2017 and 2018 35 35%
Between 2019 and 2020 42 42%
After 2020 11 11%

Total 100 100%

From the table it is observed that out of the 100 respondents, 42 of the respondents have
done their first order between 2019 and 2020, about 35 of respondents have done their first
order between 2017 and 2018, 12 say they have order before 2016 and about 11 have ordered
after 2020. By the above table we can say that majority of respondents were not early
adopters. People who have done their first order before 2016 can be called as early adopters,
35 of people are early majority i.e people who have ordered between 2017 and 2018, people
who have done their first order between 2019 and 2020 can be called as later majority, about
42 of total respondents were later majority, and the people who have ordered after 2020 are
called as laggards.

Figure 4.2.5: Shows when consumer made their first order

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From the figure it is observed that out of the 100 respondents, 42% of the respondents have
done their first order between 2019 and 2020, about 35% of respondents have done their first
order between 2017 and 2018, 12% say they have order before 2016 and about 11% have
ordered after 2020. By the above figures we can say that majority of respondents were not
early adopters. People who have done their first order before 2016 can be called as early
adopters, 35% of people are early majority i.e people who have ordered between 2017 and
2018, people who have done their first order between 2019 and 2020 can be called as later
majority, about 42% of total respondents were later majority, and the people who have
ordered after 2020 are called as laggards.

6. Gadgets used for ordering food online

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The respondents were also asked about their preference on gadgets for ordering food online
and the responses of the same were recorded to find out what type of gadget they use.

(Figure 4.2.6 shows the gadgets used for ordering food online)

Table 4.2.6 shows the gadgets used for ordering food online

Particulars Number of Respondents Percentage of Respondents

Telephone 3 3%
Smart Phone 81 81%
Laptop 16 16%

Total 100 100%

The table above indicates the gadgets frequently used by the consumer for ordering food
online. There 81 of the respondents who use Smart Phone for making food ordering online,
16 of the respondents use Laptop as mode of ordering food online and 3 of respondent use
Telephone. It can be assumed that the consumers most of the respondents’ use Smart Phone
mode of ordering food online as companies should provide special offers for the smart phone
user order to drive to make more purchases and to retain them.

Figure 4.2.6: Shows the gadgets used for ordering food online

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The figure above indicates the gadgets frequently used by the consumer for ordering food
online. There 81% of the respondents who use Smart Phone for making food ordering online,
16% of the respondents use Laptop as mode of ordering food online and 3% of respondent
use Telephone. It can be assumed that the consumers most of the respondents’ use Smart
Phone mode of ordering food online as companies should provide special offers for the smart
phone user order to drive to make more purchases and to retain them.

7. Average time spent on food ordering site per order

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The consumers were asked about their surfing time on the internet to look for the products
online. This question was included to find out the approximate engagement time on the
internet by the consumer.

(Figure 4.2.7 shows average time spent by consumer on site per order)

Table 4.2.7: Shows average time spent by consumers on food ordering site per order

Particulars Number of Respondents Percentage of Respondents

1 – 10 minutes 18 18%
11 – 20 minutes 51 51%
21 – 30 minutes 28 28%
More than 31 Minutes 3 3%

Total 100 100%

From the survey records it is observed that 51 of the respondents spend 1 – 10 minutes on
Food ordering site per order. 28 of the respondents spend 21 – 30 minutes on various food
ordering platforms. The survey also shows that 18 of the respondents spend less the 10
minutes and about 3 of respondents spend more than 31 minutes. From this we can say that 3
of the respondents are massive internet users who have great knowledge about various
websites and are well aware about the various food apps available in the market. It is also
found that the majority of the respondents spend 11 – 20 minutes per order which is
considered to be the standard duration according to the survey.

Figure 4.2.7: Shows the average time spent by consumer on food ordering site per order

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From the survey records it is observed that 51% of the respondents spend 1 – 10 minutes on
Food ordering site per order. 28 % of the respondents spend 21 – 30 minutes on various food
ordering platforms. The survey also shows that 18 % of the respondents spend less the 10
minutes and about 3% of respondents spend more than 31 minutes. From this we can say that
3% of the respondents are massive internet users who have great knowledge about various
websites and are well aware about the various food apps available in the market. It is also
found that the majority of the respondents spend 11 – 20 minutes per order which is
considered to be the standard duration according to the survey.

8. Occasions for ordering food online

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When it comes to ordering food online most people do it when they have some special
occasions so consumers were asked to reveal on what occasions they prefer to order food
online. This helps us in understanding the purchase patterns of each consumer are group of
consumers as whole.

(Figure 4.2.8 shows the Occasions for ordering food online)

Table 4.2.8: Shows the Occasions for ordering food online

Particulars Number of Respondents Percentage of Respondents

Business Events 4 4%
Special Occasions 45 45%
Romantic Dinners 13 13%
Social gathering 17 17%
Don’t want to cook 20 20%
Parties 1 1%

Total 100 100%

The above table shows that 45 of the respondents consider ordering food online for special
occasions, 20 of the respondent’s order food online when they don’t want to cook food at
home, 17 of the respondents say that they order food online for social gatherings, 13 of the
respondent’s order food online for Romantic Dinners, 4 of respondent’s order during
Business events and about 1 the respondents say that they order food online for the parties.
By the above analysis we can say that majority of the people order food during the special
occasions.

Figure 4.2.8: Shows the Occasions for ordering food online

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The above pie chart shows that 45% of the respondents consider ordering food online for
special occasions, 20% of the respondent’s order food online when they don’t want to cook
food at home, 17% of the respondents say that they order food online for social
gatherings,13% of the respondent’s order food online for Romantic Dinners, 4% of
respondent’s order during Business events and about 1% the respondents say that they order
food online for the parties. By the above inferences we can say that majority of the people
order food during the special occasions.

9. Type of cuisines preferred

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Data regarding the occasions on which the consumers prefer to order food online was
collected. Respondents were asked to revel the type of cuisines they prefer to order online.

(Figure 4.2.9 shows the Type of cuisines preferred by the consumers)

Table 4.2.9 shows the type of cuisines preferred by the consumers

Particulars Number of Respondents Percentage of Respondents

Fast Food 17 17%

North Indian 35 35%
South Indian 45 45%
Street Food 3 3%

Total 100 100%

From the above table it is evident that 45 of the respondents are preferring for South Indian
cuisine when it comes to ordering food online, 35 of the respondents prefers North Indian, 17
of the respondents prefers Fast food over other cuisines and about 3 of the them say that they
prefer Street food. It is clear that majority of the respondents are preferring for South Indian
Food when it comes to ordering food online. Therefore, it is right to say that there is a
dominance of South Indian cuisines over other cuisines.

Figure 4.2.9: Shows the type of cuisines preferred by consumers

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From the above figure it is evident that 45% of the respondents are preferring for South
Indian cuisine when it comes to ordering food online, 35% of the respondents prefers North
Indian, 17% of the respondents prefers Fast food over other cuisines and about 3% of the
them say that they prefer Street food. It is clear that majority of the respondents are preferring
for South Indian Food when it comes to ordering food online. Therefore, it is right to say that
there is a dominance of South Indian cuisines over other cuisines.

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10. Quality of the food when delivered

People want their food to be delivered hot and fresh, if the quality of the food delivered varies
it greatly impact the consumers’ satisfaction. The consumers were asked to give their
responses with respect to their experience on quality of food delivered when they order food
online.

(Figure 4.2.10 shows the response on quality of food)

Table 4.2.10: show the response on quality of food

Particulars Number of Respondents Percentage of Respondents

Every Time 32 32%

Some Times 63 63%
Never 5 5%

Total 100 100%

Respondents were asked whether food ordered online is delivered fresh and hot. 63 of the
respondents said that the food order online is sometimes delivered hot and fresh, 32 of the
respondents said that every time they order online the food is delivered fresh and hot and
about 5 of the total respondents said that the food is never delivered hot and fresh when they
order online.

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Figure 4.2.10: Shows the response on the quality of food

Respondents were asked whether food ordered online is delivered fresh and hot. 63% of the
respondents said that the food order online is sometimes delivered hot and fresh, 32 % of the
respondents said that every time they order online the food is delivered fresh and hot and
about 5% of the total respondents said that the food is never delivered hot and fresh when
they order online.

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11. Amount spent per order

This question tries to understand the consumers spending on E-food delivery apps per order.

(Figure 4.2.11 shows the Average amount spent on E-food delivery apps per order)

Table 4.2.11: shows the Average amount spent on E-food delivery apps per order

Particulars(Rupees) Number of Respondents Percentage of Respondents

0 – 100 5 5%
101 – 300 51 51%
301 – 500 31 31%
More than 501 13 13%

Total 100 100%

Interpretation from the above graph shows that nearly 51 of the respondents spend about 101
to 300 Indian rupees per order on E-food ordering followed by 31 who spend 301 to 500
Indian rupees and 13 of the respondents spend more than 501 and 5 said that they spend less
than 100 Indian rupees for their order on E-food delivery apps. The highest order is placed in
101 to 300 category, the middle class people have placed more orders and the bulk of the
order is medium. Company should adopt measures wherein the interest of the order category
of 101 to 300 is addressed well on time which will help in meeting the organizational goals.

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Figure 4.2.11: Shows the average amount spent on E-food delivery apps per order

Interpretation from the above graph shows that nearly 51 percent of the respondents spend
about 101 to 300 Indian rupees per order on E-food ordering followed by 31 percent who
spend 301 to 500 Indian rupees and 13 percent of the respondents spend more than 501 and 5
percent said that they spend less than 100 Indian rupees for their order on E-food delivery
apps. The highest order is placed in 101 to 300 category, the middle class people have placed
more orders and the bulk of the order is medium. Company should adopt measures wherein
the interest of the order category of 101 to 300 is addressed well on time which will help in
meeting the organizational goals.

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12. Mode of payment

Average amount spent on the E-food delivery apps per order by the consumers has been
recorded. It is also important to know the mode of payment the consumer use while paying
for their order.

(Figure 4.2.12 shows the mode of payment used by the consumers)

Table 4.2.12: Shows mode of payment by the consumers

Particulars Number of Respondents Percentage of Respondents

Internet Transaction 31 31%

Cash delivery 30 30
Credit 27 27%
App wallet payment 12 12%

Total 100 100%

Nearly 31 of the respondents pay via Internet transaction followed by 30 of the consumers
pay cash on delivery and 27 of the respondents use credit for their payment on E-food
delivery apps and about 12 of the respondents use App wallet payment. It is clear that the
consumers would like to pay via internet transaction and cash on delivery. But companies
should improve the consumers base on the app wallet payment by giving some rewards to the
consumers who pay via app wallet and special attention should be given to the consumers
who pay via credit. Companies should tie up the financial institution and provide credit to the
consumers in order to improve the business.

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Figure 4.2.12: Shows the mode of payment by the consumers

Figure 4.2.12: Shows the mode of payment by the consumers

Nearly 31 percent of the respondents pay via Internet transaction followed by 30 percent of
the consumers pay cash on delivery and 27 percent of the respondents use credit for their
payment on E-food delivery apps and about 12 percent of the respondents use App wallet
payment. It is clear that the consumers would like to pay via internet transaction and cash on
delivery. But companies should improve the consumers base on the app wallet payment by
giving some rewards to the consumers who pay via app wallet and special attention should be
given to the consumers who pay via credit. Companies should tie up the financial institution
and provide credit to the consumers in order to improve the business.

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13. Challenges faced while ordering food online

The survey asked the consumers to reveal their challenges they face while ordering food
online.

(Figure 4.2.13 shows the challenges faced while ordering food online)

Table 4.2.13: Shows the challenges faced while ordering food online

Particulars Number of Respondents Percentage of Respondents

Site is slow 11 11%

Site is not opening 29 29%
Service follows up is poor 32 32%
Delivery time is more 28 28%

Total 100 100%

32 of the consumers admit that while ordering online food the service follow up is poor
followed by 29 of the respondents say that site is not opening, 28 of the respondents say that
delivery time is more and the least is 11 say that site is slow. Company should analyse and
improve the performance of website and on periodically review and take necessary measures
to help the consumers provide friendly access to websites. Take adequate measures in
improving the quality of service and access the portals. And also majority of the people feel
that the delivery time is more and companies should try to reduce the delivery time.

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Figure 4.2.13: Shows the challenges faced while ordering food online

32 percent of the consumers admit that while ordering online food the service follow up is
poor followed by 29 percent of the respondents say that site is not opening, 28 percent of the
respondents say that delivery time is more and the least is 11 percent say that site is slow.
Company should analyse and improve the performance of website and on periodically review
and take necessary measures to help the consumers provide friendly access to websites. Take
adequate measures in improving the quality of service and access the portals. And also
majority of the people feel that the delivery time is more and companies should try to reduce
the delivery time.

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14. Effect on traditional way of dining together

As it is few years from now we see this online food ordering services, before this we see only
traditional dining only. It is important to know about the traditional way of dining and the
impact of online food ordering on it.

(Figure 4.2.14 shows the effect on traditional way of dining together)

Table 4.2.14: Shows the effect on traditional way of dining

Particulars Number of Respondents Percentage of Respondents

Yes 47 47%
No 26 26%
Maybe 27 27%

Total 100 100%

On analysing the survey, it is clear the 47 of users agree with the idea that buying food online
affects the traditional way of dining together and 27 thinks that online buying may affect
dining together. On the contrary 26 of the respondents are against this i.e. they feel that
online food ordering haven’t affected the traditional way of dining. We can conclude that the
majority of the people feel that online food ordering has effected the traditional way of dining
together.

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Figure 4.2.14: Shows the effect on traditional way of dining

On analysing the survey, it is clear the 47 percent of users agree with the idea that buying
food online affects the traditional way of dining together and 27 percent thinks that online
buying may affect dining together. On the contrary 26 percent of the respondents are against
this i.e. they feel that online food ordering haven’t affected the traditional way of dining. We
can conclude that the majority of the people feel that online food ordering has effected the
traditional way of dining together.

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15. Factors restricting use of food apps

Consumers were asked to reveal their factors restricting them from using the food apps.

(Figure 4.2.15 shows the factors restricting the use of food apps)

Table 4.2.15: Shows the factors restricting the use of food apps

Particulars Number of Respondents Percentage of Respondents

Quality of food 12 12%
Health concerns 30 30%
Not interested 17 17%
Price 33 33%
Prefer home food 6 6%
Unaware 2 2%
Total 100 100%

It was perceived from the findings that respondents take into consideration various factors
while making purchases. The above graph shows that 33 of the people say that the price of
the food in the food ordering apps is higher and this is restricting them by using it, 30 of the
respondents say that they were concerned about their health while ordering the food online,
17 of the respondents are not interested in ordering food online, 12 of the respondents are
concern about the quality of food that is delivered when ordered online and about 2 of the
respondents are unware of the food apps available in the market. Therefore, it is clear that a
majority of the audience is influenced by the factors namely price and health concerns

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Figure 4.2.15: Shows the factors restricting the use of food apps

It was perceived from the findings that respondents take into consideration various factors
while making purchases. The above graph shows that 33 percent of the people say that the
price of the food in the food ordering apps is higher and this is restricting them by using it, 30
percent of the respondents say that they were concerned about their health while ordering the
food online, 17 percent of the respondents are not interested in ordering food online, 12
percent of the respondents are concern about the quality of food that is delivered when
ordered online and about 2 percent of the respondents are unware of the food apps available
in the market. Therefore, it is clear that a majority of the audience is influenced by the factors
namely price and health concerns.

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16. Consumers’ willingness to order during covid-19

With the covid-19 breakdown in the world many restaurants closed down, and people are in
the fear and not willing to visit restaurants and not even willing to order food online, so this
question is asked to consumers to know whether they are willing to order during this
pandemic.

(Figure 4.2.16 shows whether consumers are willing to order in spite of covid-19)

Table 4.2.16: Consumers response on willingness to order in spite of covid-19

Particulars Number of Respondents Percentage of Respondents

Yes 56 56%
No 44 44%

Total 100 100%

From the table it is observed that out of the 100 respondents, 56 of the respondents are not
willing to order online in spite of covid-19 pandemic, and 44 of the respondents are willing to
order online in spite covid-19 pandemic. From the above analysis it is clear that most of the
people are not willing to order food online so, companies need to take special precautions so
that it minimizes the contact of the delivery boys with parcel that is to be delivered to the
consumer. By this way companies can bring faith in the consumers about the service they
provide.

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Figure 4.2.16: Consumers’ willingness to order during the covid-19

From the figure it is observed that out of the 100 respondents, 56 percent of the respondents
are not willing to order online in spite of covid-19 pandemic, and 44 percent of the
respondents are willing to order online in spite covid-19 pandemic. From the above inference
it is clear that most of the people are not willing to order food online so, companies need to
take special precautions so that it minimizes the contact of the delivery boys with parcel that
is to be delivered to the consumer. By this way companies can bring faith in the consumers
about the service they provide.

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17. Information availability

Consumers were asked about their satisfaction level with respect to the information available
on e-food delivery platform. They were asked to rate the information available on the
delivery platforms about the products.

(Figure 4.2.17 shows information availability)

Table 4.2.17: Shows the rating for information availability

Number of Percentage of
SL No Particulars
Respondents Respondents
1 Poor 0 0%
2 Average 4 4%
3 Good 10 10%
4 Very good 56 56%
5 Excellent 30 30%

Total 100 100%

We can analyse from the above analysis that 56 of the respondents said that the information
availability on the food delivery apps is very good, 30 of the respondents said that availability
of information is excellent on the food delivery apps, 10 of the respondents rated good for the
information available on the food apps, and about 4 of the respondents said availability of the
information is average and there is a need for the improvement of the availability of the
information about the various products on theirs sites.

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Diagram 4.2.17: Shows the rating for information availability

We can analyse from the above inference that 56 percent of the respondents said that the
information availability on the food delivery apps is very good, 30 percent of the respondents
said that availability of information is excellent on the food delivery apps, 10 percent of the
respondents rated good for the information available on the food apps, and about 4 percent of
the respondents said availability of the information is average and there is a need for the
improvement of the availability of the information about the various products on theirs sites.

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18. After delivery services

After delivery services support be considered to be part of a company’s overall marketing

strategy. Some consumers might seek out a company’s product based on its after-sale
services. So customers were asked about the after delivery services of their favourite food
app.

(Figure 4.2.18 shows the rating for after delivery services)

Table 4.2.18: shows the rating for after delivery services

Number of Percentage of
SL No Particulars
Respondents Respondents
1 Poor 0 0%
2 Average 2 2%
3 Good 33 33%
4 Very good 42 42%
5 Excellent 23 23%

Total 100 100%

We can analyse from the above table that 42 of the 100 respondents feel that the after
delivery services of their favourite food apps is very good, 33 of the respondents said that the
after delivery services are good, 23 of the respondents said that the after delivery services are
excellent and 2 of the respondents said that after delivery services are average. Based on the
above graph we can interpret that majority of respondents said that they are satisfied with the
after delivery services available with their favourite food apps.

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Figure 4.2.18: Shows the rating for after delivery services

We can analyse from the above table that 42 percent of the 100 respondents feel that the after
delivery services of their favourite food apps is very good, 33 percent of the respondents said
that the after delivery services are good, 23 percent of the respondents said that the after
delivery services are excellent and 2 percent of the respondents said that after delivery
services are average. Based on the above graph we can interpret that majority of respondents
said that they are satisfied with the after delivery services available with their favourite food
apps.

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 CHAPTER V

SUMMARY OF FINDINGS AND CONCLUSION

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5.1 Findings of the study

 It is observed that most of the users of internet and E-food apps are those who fall
under the age category 21 – 30 years of age. The users of E-food delivery apps are
greater among male respondents. The users of E-food delivery apps are in greater
proportion the people who are salaried employees.
 Responses from a sample size of 100 respondents were collected though
structured questionnaire. It was found that there are various factors that influence
the buying behaviour of the consumers.
 There are various E-food delivery platforms that influence the consumers buying
behaviour. The E-food delivery apps with greater influence on the buying
behaviour of consumers was found to be Zomato with a percentage of 56 and
Swiggy with 36 percent. Therefore, it can be said that Zomato and Swiggy are
comparatively the most effective medium for E-food delivery apps.
 The observation was that majority of the respondents prefer purchasing a variety
of products through E-food delivery apps and it was also found that a hugh
number of populations chose to buy food online.
 Survey also took into account various platforms through with the consumers came
to know about E-food delivery apps, most of the respondents said that they came
to know about the E-food delivery apps through Internet and friends.
 The study revealed that the standard or the average time duration spent on E-food
ordering platforms per order was 11 – 20 minutes and majority of the respondents
said that they are motivated by various E-food delivery platforms.
 The shift in consumer’s preferences from eating food at restaurants to ordering
food online was evaluated. Majority of the respondents found E-food ordering to
be more effective. Easy to access was the most effective characteristic that enable
the shift of consumer’s preferences from traditional way of eating at the restaurant

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 to ordering food online. Respondents also strongly agreed that E-food ordering
sites provide with product information when compared to ways. It is emerged
from the analysis that consumers prefer to order online due to greater convenience
provided by the online food ordering sites.
 The questionnaires were designed in such a way so as to take into consideration
the satisfaction level of the respondents. The respondents were greatly satisfied
with the range of products available on E-food delivery sites and majority of the
consumers use smart phone as a gadget for ordering food online.

5.2 Conclusion

This study focuses on the concept of E-food ordering, various channels of E-food ordering
and influence of E-food ordering on consumers buying behaviour. It specifically concentrated
on the consumer’s attitude towards the technique of E-food ordering and the way the E-food
ordering is influencing consumers. The study also enables to understanding of the
significance of strategic use of E-food ordering to the businesses in order to gain a wider
audience circle which creates profitability in turn. A study on impact of customer satisfaction
on E-food delivery services was conducted with help of a well-structured questionnaire that
was distributed among 100 consumers residing in Bengaluru, who are users of the existing
delivery services in the market.

 The study has showed that E-food ordering is an effective strategic tool that
enables the organizations to sustain in the competitive business environment and
to attract a large number of customers.
 This research has led to a closer look at the various channels of E-food delivery
and how these channels influence the buying behaviour of the consumers.
 The businesses are gradually shifting from traditional way of dining to E-food
delivery service with advancement of technology and hence the consumers are
now influences by the effective E-food delivery services.
 It helps in understanding the present market phenomenon and also examines new
market phenomenon thereby, aiding the businesses to identify their target
audience and thus gain competitive advantage.

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  A study helped in identifying the various E-food delivery services that influence
the consumers, it helped in analysing the variants of products consumers prefer to
purchasing, comprehend the effect of E-food delivery services on buying
behaviour, to determine the shift in buying behaviour of consumers after the
markets changed from traditional way of dining into ordering food online and also
evaluates the consumer’s satisfaction after the emergences of E-food delivery
services.

5.3 Suggestions

 Today, we live in a digital driven world, and digital media has affected our
education, employment, living, accomplishments, assets, relationships, attitudes
and view life, as well as our conduct. The recent marketing trend has provided
equality of opportunity to businesses of all sizes, it has also enhanced the
conundrum and sophistication of the environment in which companies are
operating. In order to stay competitive in today’s business environment,
companies must understand how to use the digital universe to maximum their
brand awareness and impact.
 Technology advancements take place almost every day therefore, it is significant
for the organization to adopt to the latest technology to market their products and
services in order to boost the profits and gain competitive advantage by acquiring
a greater market share
 As professionals lack time to cook and since they have to get back on their busy
lives, electronic food ordering should be made convenient for them using various
gadgets.
 Restaurants operators should increase online ordering through simple addition of
new distribution channels to attract the consumers.
 As most of the consumers use smart phone to order food online, online delivery
services providers should encourage them by responding effectively to the orders
placed by consumers and making the apps more human interactive.
 Customers face a lot of challenges as the site is slow. Thus the online delivery
services providers must know some techniques to place the order quickly and
effectively.

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 More and more consumers should be encouraged to order food online as now-a-
days it becomes difficult for an individual to go and place orders directly to the
restaurants and also some consumers are uncomfortable with the covid-19
pandemic for dining in the restaurant.

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