CONSUMER PERCEPTION TOWARDS ONLINE FOOD DELIVERY

A project on Report On Business Research Method

MASTER OF BUSINESS ADMINISTRATION

July 2021
 ACKNOWLEDGEMENT

First of all, we wholeheartedly thank the almighty for giving us the opportunity and the strength to
complete this research project successfully.

Our sincere thanks to our Honourable Director Prof. Dr. Harihararanath K, SSN School of
Management and for all the faculty members for providing valuable suggestions and knowledge
that helped us to finish the project triumphantly.

We express our heartfelt thanks to Prof. Dr. Kavitha Muthukumaran, who has provided us with
her guidance and support throughout the project.

Finally, we thank all the faculty members of the department, our families and our friends for
their unprecedented help without which this study would not have been accomplished.

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 TABLE OF CONTENT

CHAPTER NO TITLE PAGE NUMBER

1 INTRODUCTION 9

2 NEED FOR THE STUDY 10

3 OBJECTIVES OF THE STUDY 11

4 SCOPE AND LIMITATIONS 12

5 REVIEW OF LITERATURE 13

6 RESEARCH METHODOLOGY 15

7 ANALYSIS AND INTERPRETATION 16

8 FINDINGS OF THE STUDY 40

9 SUGGESTION 43

10 CONCLUSION 44

11 REFERENCE AND BIBLIOGRAPHY 45

12 QUESTIONNAIRE 46

3
 LIST OF TABLES

TABLE NO TITLE PAGE NUMBER

1 GENDER CLASSIFICATION 16

2 AGE CLASSIFICATION 17

3 PROFESSION CLASSIFICATION 18

4 ANNUAL INCOME 19

5 MARITAL STATUS 20

6 MEALS ORDERED ONLINE 21

7 REASON FOR ORDERING FOOD ONLINE 22

8 USE OF DISCOUNT COUPONS 23

9 FREQUENCY OF ORDERING FOOD ONLINE IN A 24
MONTH

10 APPS PREFERED FOR ONLINE ORDERING 25

11 PREFERED MODE OF PAYMENT 26

12 PREMIUM MEMBERSHIP 27
13 INFLUENCE ON ORDERING FOOD THROUGH 28
SOCIAL MEDIA POSTS

14 CHALLENGING EXPERIENCE IN QUALITY 29

15 DELIVERY TIMELINES 30

16 RATING ON TIME EFFICIENCY 31

17 RATING ON VARIETY OF RESTAURANTS & ITS 32
EFFECT ON FOOD CHOICE

18 RATING ON SATISFACTION OF CLOUD KITCHENS 33

18.1 PRICE 33

18.2 QUALITY 34

18.3 TASTE 35

4
18.4 CUSTOMIZATION 36

18.5 QUANTITY 37

18.6 DELIVERY PERSON BEHAVIOR 38

19 PREFERENCE OVER ONLINE ORDER OR 39
RESTAURANT AFTER LOCKDOWN

5
 LIST OF CHARTS

CHART NO TITLE PAGE NUMBER

1 GENDER CLASSIFICATION 16
2 AGE CLASSIFICATION 17
3 PROFESSION CLASSIFICATION 18
4 ANNUAL INCOME 19
5 MARITAL STATUS 20
6 MEALS ORDERED ONLINE 21
7 REASON FOR ORDERING FOOD ONLINE 22
8 USE OF DISCOUNT COUPONS 23
9 FREQUENCY OF ORDERING FOOD ONLINE IN A 24
MONTH
10 APPS PREFERED FOR ONLINE ORDERING 25
11 PREFERED MODE OF PAYMENT 26
12 PREMIUM MEMBERSHIP 27
13 INFLUENCE ON ORDERING FOOD THROUGH SOCIAL 28
MEDIA POSTS
14 CHALLENGING EXPERIENCE IN QUALITY 29
15 DELIVERY TIMELINES 30
16 RATING ON TIME EFFICIENCY 31
17 RATING ON VARIETY OF RESTAURANTS & ITS 32
EFFECT ON FOOD CHOICE
18 RATING ON SATISFACTION OF CLOUD KITCHENS 33
18.1 PRICE 33
18.2 QUALITY 34
18.3 TASTE 35
18.4 CUSTOMIZATION 36
18.5 QUANTITY 37

6
 18.6 DELIVERY PERSON BEHAVIOR 38
19 PREFERENCE OVER ONLINE ORDER OR 39
RESTAURANT AFTER LOCKDOWN

EXECUTIVE SUMMARY
The number of restaurants is constantly increasing in all parts of the world. People love tasting
different food from different places. Nowadays, ordering food online has become the new
normal. The online food delivery marketplace provides customers with the choice and
convenience of getting food with a few taps on their mobile phones. Online food delivery
7
 platforms allow restaurants to make the most of both digital and traditional marketing mediums.
Online food delivery is the process of ordering food from a website or mobile applications. The
product can be either ready-to-eat food or unprepared food for direct consumption. Citizens
around the country are increasingly turning to online ordering and other low-cost purchasing
options. Convenience is the biggest appeal to consumers, as placing an order requires just a few
clicks on mobile devices such as smartphones, tablets, or laptops. Food prepared by restaurants,
food prepared by independent individuals, and groceries ordered online and picked up or delivered
are all part of the online food delivery service market.

In India, market players are mainly concentrated in the country's urban regions like Mumbai,
Delhi, Bangalore, Delhi, Chennai, Pune. However, vendors are now also targeting smaller
cities, as they have strong growth potential.

Online food delivery works on two delivery types i.e., Aggregator & Cloud Kitchen. The Food
Aggregators allow consumers to compare and order their meals from different restaurants
through a single app. It is more prevalent in India than cloud kitchens as cloud kitchens are
commercial facilities purpose-built to produce food specifically for delivery. People highly
depend on these food delivery applications especially, those who want to avoid the restaurant
atmosphere and sit home comfortably and have their favourite food, watching their favourite
movie/series.

Furthermore, COVID- 19 lockdowns have also positively impacted India's online food delivery
industry by the full-filling urge of eating outside. As many leading players like Swiggy,
Zomato, McDonald's Corporation, and Domino's Pizza Inc. have introduced contactless
delivery services.

The research is done to determine the consumer preferences towards online food delivery. The
research methodology used is descriptive study and the source of data collected is primary data.
The sampling technique used is convenient sampling which comes under non-probability sampling.
The instrument used for data collection is questionnaire and it was collected from 200 respondents.
The data collected were further analysed and observations were made accordingly.

CHAPTER 1 INTRODUCTION
New technology is not good or evil in and of itself, it's all about how people choose to use it.
The ecommerce market has experienced strong growth over the past decade, as customers
increasingly move online which serves to be a more convenient platform. Among the entire
food industry, it is the food delivery business that plays a significant role. Food is the only universal
thing that unites people. Day by day this industry's market is reaching its peak only because of
the improvement and advancement in food ordering and delivery modes. Starting from ordering
food through phones to ordering food through various online food delivery applications the
advancements have broken barriers and make us wonder.

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9
 CHAPTER 2

NEED FOR THE STUDY

This study analyses how online food delivery apps helped the consumer during pandemic.

To know how digitalization has transformed our dining experience in a better way
This study analyses the various factors that influence the consumer in ordering food online.
This study analyses the most preferred food delivery apps among our respondents.

10

11
 CHAPTER 3

OBJECTIVES
Primary Objective:

To understand the consumer perception towards online food delivery.

Secondary Objective:

• To identify the segment of consumers who prefer online food ordering to dining in restaurants.
• To understand the challenges that arise while ordering food online.
• To find the frequency and the motivating factor behind online food ordering.

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 CHAPTER 4 SCOPE AND LIMITATIONS

SCOPE

This study is conducted to understand the overall perception of online food delivery and to identify
the underlying problems in online food delivery among the residents across Tamil Nadu. The
sample size is limited to 200. The data is collected through online mode with a carefully curated
questionnaire.

LIMITATIONS

• Due to the pandemic online mode of data collection was carried out.

• Onlyfriends and family were a part of this survey so the participants were limited to only a small
circle of people.

• The data was collected through google forms and the interaction with participants to clarify any of
their doubts was not possible.

CHAPTER 05 REVIEW OF LITERATURE

GopiMistry, Palash Veer Vansant, Abhishek Maliwal, Nimish Kthari, Aastha Chopra, tries to
understand the “Consumer Behaviour Towards Food Delivery Apps”. Rapid digitization has
transformed the food delivery platform. The aim of this study is to identify how consumers
perceive food delivery apps. They analysed various factors like on time delivery, frequency of
food ordering, peer recommendations, payment options provided, app design etc. and understand
how they influence customers to choose a particular app.

RELEVANCE: The purpose of this study is to understand how consumers shift from one app to
another and to identify the most popular food delivery in the industry.

Serhat Murat Alagoz & Haluk Hekimoglu (2012), “A Study on TAM: Analysis of Customer
attitude in Online Food ordering System, Procedia-Social and Behavioural Sciences''.
According to the authors, e-commerce is rapidly growing around the world and the food
industry has also shown a steady growth over the years. In this paper they have used TAM
(Technology Acceptance Model) as a theoretical ground to study the acceptance of the Online
Food ordering System.

RELEVANCE: This study uses data analysis which revealed that the attitude towards online
food ordering varies according to people's trust in e- retailers, their innovation and also other external
influences.
13
 Dr.Neha Parashar and Ms. Sakina Ghadiyali (2016) , A study on customer’s attitude and
perception towards digital food app services, Amity Journal of management. Consumers rank
the speed of delivery as the most appealing aspect and the level of service given by applications as
the second most important facet. Also, a larger share of the respondents prefers to pay in cash,
followed by debit/credit card payments.

RELEVANCE: This research study focuses on third-party delivery applications as well as apps
developed by the eateries themselves. It also delves into the aspects of the service that make
users pleased. The findings state that the expansion of the meal delivery app sector is due to
convenience, a simpler menu to handle, and hassle-free service.

Neetu Rani, Dr. Parveen Kumar Garg, “FACTORS INFLUENCING CUSTOMERS TO

ORDER
THE FOOD ONLINE”, This observed the pros are saving time and efforts, whereas cons are the
higher costs that the restaurants/applications charge and also delivery boys delivering food in
rainy season is accounted as a con. Through this research, it is found that the trends of online
food ordering are occurring because of changing lifestyles and preferences of people.

RELEVANCE: This article is about the factors influencing the customers, to order the food
online and understand the pros and cons of it. Secondary data were collected from different
sources and then analysed. Their study revealed that factors which influenced customers to
order food online were increasing income of people in urban places, changing trends and
preferences, shortage of time and convenience.

International Journal of Humanities and Social Sciences, Ayush Beliya, Rubi Kujur, Manisha
Verma, Kumari Vishaka Nagwanshi,Sonam Sahu,Nitesh Uikey, “Customer Perception and
Satisfaction of ONOS”, This research study found out that recent development of the Internet
has augmented the e-commerce industries in a country like India. Their main focus was to analyse
the satisfaction and perception of consumers towards Online food ordering services (ONOS). Also,
to examine the consumer equilibrium and E-commerce development on ONOS seamless for
people.

RELEVANCE: This article is more relevant to our research project, since the online food
ordering services were used by 100% of the respondents and the buying decisions were largely
influenced by opinions of friend’s family and discussions on online forums. The study reveals
that good word of mouth and experiences by existing customers and online forums decides the
success of web-based food shopping

14
 CHAPTER: 06 RESEARCH METHODOLOGY

The following details show the research methodology that has been carried out in this research
work:

● Research Design:
The descriptive research method is used in our research and it is able to describe the
characteristics of variables of interest in a situation.

● Data source:
The method of data collection is primary.

● Primary data collection:

We have collected the primary source of data from students through questionnaire
method. Since it was carried out on small sample size, under primary data
collection, The type of data collection is a quantitative method.

● Sample Size:
The sample size is 224.

● Sampling technique:
The Non-Probability sampling technique is used in this research

● Non-Probability sampling:
Non-probability sampling is a sampling technique where the samples are gathered in
a process that does not give all individuals in the population have the equal chances of
being selected. In this research, our sample size is 80 and no equal chances were
given for the elements in our study.

● Convenient Sampling:
It attempts to obtain a sample of convenient elements. Often, Respondents are selected
because they happen to be at the right time. The method used here is convenience
sampling because the samples are chosen at the convenience of the researcher and the
research is carried out.

15
 CHAPTER: 07 ANALYSIS AND INTERPRETATION

TABLE NO: 1 GENDER CLASSIFICATION

S. NO GENDER PERCENTAGE
1 Male 45.1 %
2 Female 54.9%
3 Other 0%

Interpretation:

The survey was conducted on an online mode and the maximum response was from female
respondents, which was about 54.9% and the male respondents were 45.1%.

CHART: 2 AGE CLASSIFICATION

S. NO AGE NO. OF RESPONDENTS PERCENTAGE

1 Below 20 years 11 4.9 %
2 20-30 174 77.7%
3 30-40 28 12.5%
4 Above 40 11 4.9%

Interpretation:

Most of the respondents were in the age group of 20-30 years (77.7%).30-40 age group
amounted to about 12.5% and both the age group below 20 years and above 40 years amounted
to about 4.9%.

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 CHART: 3 PROFESSION CLASSIFICATION
TABLE NO: 3 PROFESSION CLASSIFICATION

S. NO PROFESSION NO. OF RESPONDENTS PERCENTAGE

1 Student 72 32.1%
TABLE NO: 2 AGE CLASSIFICATION
2 Self-employed 25 11.2%
3 Employed 122 54%
4 Housewife 5 2.3%

Interpretation:

The majority of people who used the online food delivery service were working professionals,54%
and the second group were students,32.1%. Self-employed persons were only for 11.2%

CHART NO: 4 ANNUAL INCOME

S. NO ANNUAL INCOME NO. OF RESPONDENTS PERCENTAGE

1 Below 1 lakh 63 28.1%
2 1 lakh- 3 lakhs 50 21.9%
3 4 lakhs- 6 lakhs 38 17%
4 Above 6 lakhs 74 33%

Interpretation:

17
 Among the respondents 33% fall under the Annual Income of Above 6 lakhs followed by
28.1% who are Below 1 lakh. The other two categories 1 to 3 lakhs and 4 to 6 lakhs are 21.9%
and 17% respectively.

CHART NO:5 MARITAL STATUS

S.NO MARITAL STATUS NO. OF RESPONDENTS PERCENTAGE

1 Single 161 71.4%
2 Married 64 28.6%
TABLE NO: 4 ANNUAL INCOME

Interpretation:

Most of the respondents who order online food belong to the Single category (71.4%) than
respondents who are married (28.6%)

CHART NO: 6 MEALS ORDERED ONLINE

S. NO TYPICALLY ORDERED MEALS NO. OF RESPONDENTS PERCENTAGE

1 Breakfast 13 5.8%
2 Lunch 95 42.2%
3 Snack 82 36.4%
4 Dinner 132 58.7%

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 Interpretation:
The respondents mostly order dinner through online (132 respondents, 58.7%), the second most
ordered meal is lunch which comes around 95 respondents (42.2%). The respondents use online
ordering methods to order snacks too (82 respondents, 36.4%). Breakfast is least ordered meal
via
online(5.8%)

CHART NO: 7 REASONS FOR ORDERING FOOD ONLINE

TABLE NO:7 REASON FOR ORDERING FOOD ONLINE

TABLE
S. NONO
NO:5 : 6 MEALS ORDERED
MARITAL ONLINE
STATUS
REASON NO.OF RESPONDENTS PERCENTAGE
1 Good packaging 21 9.4%
2 On time Delivery 59 26.3%
3 Offers and Discounts 123 54.9%
4 Easy to Order 135 60.3%

Interpretation:

From the results we can conclude that the main Reason for respondents to order online is due to
the easy ordering process (60.3%). The offers and discounts provided through online ordering is
also considered to be of high significance (54.9%). The remaining reasons such as on time Delivery
and Good packaging results in 26.3% and 9.4% respectively.

CHART NO: 8 DISCOUNT COUPONS

S. NO USAGE OF DISCOUNT COUPONS NO. OF RESPONDENTS PERCENTAGE

1 Always 80 35.7%
2 Never 21 9.4%
3 Sometimes 123 54.9%

Interpretation:

19
It is known from the research that 54.9% of people use discount coupons sometimes whereas 35.7%
of people always use the discount coupons. Only 9.4% of the people do not use the discount
coupons.

CHART NO: 9 FREQUENCIES OF ORDERING

S. NO
TABLE NO: 8FREQUENCY OFCOUPONS
DISCO UNT ORDERING NO.OF RESPONDENTS PERCENTAGE
1 1-2 Times 84 37.5%
2 2-3 Times 54 24.1%
3 4-5 Times 47 21%
4 More than 6 Times 49 17.4%

Interpretation:

It is observed from the above table that 37.5 % of people buy food online once or twice in a month.
24.1% of people buy food 2 to 3 times, 21% of people buy 4 to 5 times a month whereas 17.4%
of people get food online more than 6 times a month.

CHART NO: 10 PREFERRED FOOD APP

S.NO FOOD APPS NO OF RESPONDENTS PERCENTAGE

1 Swiggy 127 57.1%
2 Dunzo 27 12.1%
3 Zomato 153 68.3%
4 Others 15 6.7%

Interpretation:

20
It is observed from the above table that 57.1 % of respondents use swiggy and 68.1% of respondents
use Zomato while ordering food in online apps. Around 27% of people use Dunzo.

TABLE
TABLE NO:
NO: 9
10 FREQUENCIES
PREFERREDOF ORDERING
FOOD APP

CHART NO: 11 PREFERRED MODES OF PAYMENT

TABLE NO: 11 PREFERRED MODES OF PAYMENT

S.NO PREFERRED MODE OF PAYMENT NO OF RESPONDENTS PERCENTAGE

1 Google Pay 124 55.4%
2 Debit Card 55 24.6%
3 Credit Card 58 25.9%
4 Cash on Delivery 74 33%

Interpretation:

From the above table it is observed that mostly 55.4 % of the respondents use google pay for
making payment for online food ordering. Around 33% of the respondents use cash on delivery
mode and 50 % of people use debit card and credit card.

CHART NO: 12 PREMIUM MEMBERSHIP

TABLE NO: 12 PREMIUM MEMBERSHIP

S.NO MEMBERSHIP NO. OF RESPONDENTS PERCENTAGE
1 Yes 96 42.7 %
2 No 128 57.3 %

21
 Interpretation:
Even though majority of the respondents do not prefer having a premium membership for food
apps,
nearly equal number of respondents like having a premium membership CHART NO: 13
ORDERING FOOD ONLINE AFTER SEEING SOCIAL MEDIA POST

TABLE NO: 13 ORDERING FOOD ONLINE AFTER SEEING SOCIAL MEDIA POST

S.NO ORDERING AFTER SEEING SOCIAL NO OF PERCENTAGE

MEDIA FOOD POST RESPONDENTS
1 Yes 99 44.2%

2 No 125 55.8%

Interpretation:

From the above table it is clearly known that 55.8% of the people order food online after
seeing a post in social media, whereas 44.2% of the respondents are not ordering food by
social media posts.

CHART NO: 14 CHALLENGING EXPERIENCE IN QUALITY

TABLE NO: 14 CHALLENGING EXPERIENCE IN QUALITY

S. NO CHALLENGE NO. OF RESPONDENTS PERCENTAGE
1 Significantly deteriorated 23 10.2%
2 Bit deteriorated 120 53.3%
3 Same as restaurant 90 40%

Interpretation:
Most of the times the food is either a bit deteriorated (53.3%) or same as the restaurant quality
(40%). Only 10% of the respondents feel that the food quality is significantly deteriorated.

22
 CHART NO: 15 DELIVERY TIMELINE

S.NO DELIVERY TIMELINE NO OF RESPONDENTS PERCENTAGE

1 45 Minutes 107 48.2%
2 In 1 hour 90 39.7%
3 Beyond 1 hour 27 12.1%

Interpretation:

From the above table it is observed that around 48.2% of people who order food online are
getting their food delivered in 45 minutes and 39.7% of the respondents get their food in an
hour. Only 12.1% of the respondents get their food beyond 1 hour from the time they ordered.

CHART NO: 16 FOOD APPS ARE TIME EFFICIENT

TABLE NO: 16 FOOD APPS ARE TIME EFFICIENT

S.NO FOOD APPS ARE TIME EFFICIENT NO OF RESPONDENTS PERCENTAGE

1 1(STRONGLY DISAGREE) 0 0
2 2 6 2.7%
3 3 49 21.9%
4 4 102 45.5%
5 5(STRONGLY AGREE) 67 29.9%

Interpretation:

23
 According to the survey, around 45.5% agrees that food apps are time efficient and none of the
respondents feels that it is not time efficient to order food online.29.9% of the respondents
strongly agree that food apps are time efficient.

TABL E NO: 15 D ELIVERY TIMELINE

CHART NO: 17 VARIETY OF RESTAURANTS AFFECTS FOOD CHOICE
TABLE NO: 17 VARIETY OF RESTAURANTS AFFECTS FOOD CHOICE

S.NO VARIETY OF RESTAURANTS AFFECTS NO OF PERCENTAGE

FOOD CHOICE RESPONDENTS
1 1(Strongly disagree) 12 5.4%
2 2 20 8.9%
3 3 53 23.7%
4 4 89 39.7%
5 5(Strongly agree) 50 22.3%

Interpretation:

According to the survey,22.3% of the respondents feel that the variety of restaurants affects
their food choice, whereas only 5.4 % of the respondents feel that variety of restaurants are not
affecting their food preferences.

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 -

CHART NO: 18.1SATISFACTION LEVEL BASED ON PRICE

TABLE 18.1: SATISFACTION LEVEL BASED ON PRICE

S. NO SATISFACTION BASED ON PRICE NO. OF RESPONDENTS PERCENTAGE
1 1 (Lowest) 1 0.4%
2 2 19 8.5%
3 3 100 44.6%
4 4 84 37.5%
5 5 (Highest) 20 8.9%

Interpretation:

According to the survey, a large chunk of respondents (44.6%) felt neutral towards the price
that is charged, and most of the respondents are satisfied (37.5%) and highly satisfied (8.9%), yet a
few respondents are dissatisfied.

CHART NO: 18.2SATISFACTION LEVEL BASED ON QUALITY

TABLE 18.2 : SATISFACTION LEVEL BASED ON QUALITY

S. NO SATISFACTION BASED ON QUALITY NO. OF RESPONDENTS PERCENTAGE

1 1 (Lowest) 0 0%
2 2 10 4.5%
3 3 87 38.8%
4 4 99 44.2%
5 5 (Highest) 28 12.5%
Interpretation:

From the above table, it can be observed that a huge proportion of respondents are satisfied
(44.2%), followed by respondents who felt neutral (38.8%) towards the quality. Some

25
 -

respondents were highly satisfied (12.5%) but none of them were highly dissatisfied with the
quality.

CHART NO: 18.3SATISFACTION LEVEL BASED ON TASTE

TABLE 18.3 : SATISFACTION LEVEL BASED ON TASTE

S. NO SATISFACTION BASED ON TASTE NO. OF RESPONDENTS PERCENTAGE
1 1 (Lowest) 0 0%
2 2 9 4%
3 3 74 33%
4 4 117 52.2%
5 5 (Highest) 24 10.7%

Interpretation:

It can be known from the Survey that most of the respondents appreciated the taste and were
satisfied (52.2%), and a considerable number of respondents were highly satisfied (10.7%). On
the flip side, a large share of people was neutral (33%), and a very few were dissatisfied (4%)

CHART NO: 18.4SATISFACTION LEVEL BASED ON CUSTOMIZATION

TABLE 18.4 : SATISFACTION LEVEL BASED ON CUSTOMIZATION

S.NO SATISFACTION BASED ON NO. OF PERCENTAGE
CUSTOMIZATION RESPONDENTS
1 1 (Lowest) 2 0.9%
2 2 15 6.7%
3 3 87 38.8%
4 4 86 38.4%
5 5 (Highest) 34 15.2%

26
 -

Interpretation:

According to the survey, respondents who felt neutral (38.8%) and satisfied (38.4%) towards
the customization were equal, followed by highly satisfied respondents (15.2%) meanwhile, a few
respondents were dissatisfied (6.7%).

CHART NO: 18.5SATISFACTION LEVEL BASED ON QUANTITY

TABLE 18.5: SATISFACTION LEVEL BASED ON QUANTITY

S.NO SATISFACTION BASED ON NO. OF PERCENTAGE
QUANTITY RESPONDENTS
1 1 (Lowest) 2 0.9%
2 2 16 7.1%
3 3 90 40.2%
4 4 95 42.4%
5 5 (Highest) 21 9.4%

Interpretation:

From the above results, we can conclude that most of the respondents were satisfied with the
quantity (42.4%), followed by a huge share of people who felt neutral (42.4%), although few
respondents were dissatisfied (7.1%).

CHART NO: 18.6 SATISFACTION LEVEL BASED ON DELIVERY PERSON

BEHAVIOUR

27
 -

TABLE 18.6: SATISFACTION LEVEL BASED ON DELIVERY PERSON BEHAVIOR

S.NO SATISFACTION BASED ON DELIVERY NO. OF PERCENTAGE
PERSON BEHAVIOR RESPONDENTS
1 1 (Lowest) 1 0.4%
2 2 5 2.2%
3 3 44 19.6%
4 4 103 46%
5 5 (Highest) 71 31.7%

Interpretation:

It can be known from the table that a large percentage of respondents are satisfied (46%) and
highly satisfied (31.7%), while a decent amount of people was neutral (19.6%) towards the
delivery person's behaviour. The dissatisfied respondents were very low.

28
 CHART NO: 19 - PREFERENCE ON ORDERING FOOD ONLINE AFTER THE
LOCKDOWN.

TABLE 21: PREFERENCE ON ORDERING FOOD ONLINE AFTER THE

LOCKDOWN
S.NO PREFERENCE ON ONLINE ORDERING NO. OF PERCENTAGE
AFTER LOCKDOWN RESPONDENTS
1 Online Orders 141 62.9%
2 Restaurants 83 37.1%

Interpretation:

These results show that most of the respondents (62.9%) are willing to order food online
after the lockdown. However, a significant number of respondents (37.1%) prefer restaurants over
online orders.

29
 CHAPTER: 8

FINDINGS OF THE STUDY



From the survey, we have recorded and analysed consumer perception towards online food
delivery than from the traditional form of dining.

They consider it is easier for them to get towards online food delivery over the day,
especially by being able to stop by for a food pickup or have the food delivered.

Also, food delivery apps offer a range of restaurants ranging from fast food to Western food. So
around 135 members have chosen the Easy to order option.

Most of our respondents are Female respondents around 123 prefer Online than Male
respondents.

Most influenced age-groups are between 20 to 30 around 175 (77.8%) who like to order
online.132 respondents are most preferring to order for dinner.

 They find Zomato to be their most preferred app than all other apps.

The most influencing factors that makes people to choose online food order Services are as
follows:

1. Easy to order – 135 responses

2. Offers and discounts – 123 responses
3. On-time delivery – 59 responses
4. Good Packaging – 21 responses

It seems that, people earning ranges from 6 lakhs and above as their annual income are able
 to order a pretty good number of times than from other income levels.

We also found that around 72% of respondents who order online food belong to the Single
 category rather than the Married category.

It is known from the research that 55% of people use discount coupons intermediately, but
35% of the people always use their discount coupons and 9.4% of the people never used the
 discount coupons.

By observing the Frequency of ordering in a month's time, we found that only 1- 2 times more
people like to go with ordering food online than cooking at their home and for other reasons.

It is observed that the most preferred mode of payment is Google pay from 56% of
respondents.

40

It seems like they choose the easiest and fastest mode of paying in a few clicks, than loggingin
into net banking and entering the details of their Debit/card and waiting for OTP to pay the
amount.

Secondly, they prefer Cash-on-delivery for their easy mode of payment. From the Survey, it
is clearly known that 55.8% of the people order food online after seeing the Social Media
posts, but 45% of the respondents are not ordering food by social media posts.

 Hence upcoming generations are truly inspired by digital media advertising platforms.

Marketing approaches through APPS, food delivery websites, email messages, food blogs are
continuously approaching customers in their daily lives, which is unavoidable now, which is
 sensitively tracking their routines and tastes.

Dinner (58.7%), followed by Lunch (42.2%) is the most preferred meal-time for ordering
 food. A decent share of the respondents also craved snacks (36.4%).

It is observed that around 48.2% of people who order food online are getting their food
delivered in 45 minutes, 40% of the respondents get their food in an hour. Also stated, nearly

12% getting their food beyond 1 hour from the time they ordered.

Hence, we observe that the maximum delivery time given in the food apps are deviating
nearly 12%, which is slightly higher. Even though customers are tracking their orders and
delivery persons routing status, they are not managing their time well besides the regular
switching and peak-time traffic compliance.


According to the survey, 22.3% of the respondents feel that the variety of restaurants affects
their food choice, whereas only 5.4 % of the respondents feel that variety of restaurants are
not affecting their food preferences. This lockdown has been a really challenging time for all
of us.

Sitting at home all day is making our stomach growl even more. Choose from thousands of local
restaurants and over 35+ cuisines. Results can be filtered by order type, cuisine, and distance.
Major varieties are Fruit and vegetables, Starchy food, Dairy, Protein, Fat, etc.

Most of the respondents were satisfied with the quantity of about 43%, which they felt was
sufficient meal quantity, serving them well as per their order.

These results show that most of the respondents, about 63% are willing to order food online
after the lockdown. However, a significant number of respondents 38% prefer restaurants
over online orders.

Indeed, the reasons to opt for online food delivery services are plentiful. Around the world,
online food delivery was reaping the benefits of more widespread digitalization and a greater
abundance of delivery apps.

The general trend towards e-commerce, increased urban living and changing social
behaviours had all been feeding into this growing sector. whether it be simply ordering
groceries online to avoid the human interaction inherent in going to the supermarket or corner
shop, or having your favourite dish served up on your doorstep.


Even though online food order captures the public and influences their mind and tastes, ease
of process. Yet again people like to dine-in the restaurants since after covid due to stated
 reasons as follows:

Missing their unity among friends in dining. Quality time with their families and loved-ones. Chit-
Chatting with them and enjoying the most appealing ambience, aroma of the hot food instantly.
 Not deteriorated due to packaging and delivery time issues.

Quality of food may suffer, late deliveries, increased price tags at prime-time and western food
habits/ cultural considerations.

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 CHAPTER: 9 SUGGESTIONS
A regular consumer expects the following things while opting Online food delivery:

• The online food delivery platforms can increase their technological standards to bring more
efficiency in their businesses.

• As dinner and lunch are preferred more by the restaurants, the breakfast sector can try to attract the
consumers by introducing more eye-catching and mouth-watering dishes.

• The food is sometimes delivered a little late from the promised time. So quicker delivery should be
practiced, which will reduce the waiting time of the consumers.

• The quantity of food is satisfying for a group of respondents, the other group says, they feel neutral
about it and even some say, they feel dissatisfied. So, the quantity can be increased.

• Respondents feel the prices are neatly set and they are certainly happy with them.

• Veryfew respondents feel that the food quality must be improved. Quality of food is highly
significant and restaurants should always keep that in mind.

• Most of the respondents appreciated the taste they attain and that form should always continue.

• The respondents are happy with the customizations provided by the restaurants. Increasing the
customization might pull more customers.

• Majority of the consumers are satisfied with the delivery persons and the way they handle their
delivery. Their behaviour plays a predominant role in the food delivery process.

• Most of the respondents will still opt for online delivery, even after the pandemic. So newly
constructing/developing restaurants should carefully design their budget and try not to waste
more money for in-store experience, rather increase their variety of food or better home
delivery facilities which can highly satisfy the consumers.

• Restaurants can try adopting health-oriented food or food practices which can enhance an
individual’s health.

• Consumers will always be satisfied with prices that justify the quality and quantity delivered.

CHAPTER: 10

CONCLUSION
Therefore, the preference of consumers towards Online food delivery and the factors associated
with it were evaluated. The online food purchase through the concerned applications is preferred
mostly because it is convenient. The analysis of the primary data displays that among all the
independent variables, easy access and convenience has increased the demand of these food
35
delivery systems. The remaining factors like price, quality, quantity, accessibility and customizations
analysed tend to have less influence on consumer preference. The Restaurants and delivery persons
should work on preparing quality food with necessary quantity and deliver the food ordered on time
promised respectively. The pandemic has increased the demand for these applications and most of
the consumers are ready to go online even after the pandemic gets over. Consumers will be always
satisfied with prices that justify the quality and quantity delivered.

36
 CHAPTER 11

REFERENCE AND BIBLIOGRAPHY

GopiMistry, Palash Veer Vansant, Abhishek Maliwal, Nimish Kthari, Aastha Chopra (2020)
Consumer Behavior Towards Food Delivery Apps, Global Scientific Journal, Volume 8 (5),
www.globalscientificjournal.com.
Serhat Murat Alagoz & Haluk Hekimoglu (2012), ' A Study on TAM: Analysis of Customer
attitude in Online Food ordering System, Procedia-Social and Behavioral Sciences, Volume 62,
pages 1138 – 1143, Available online at www.sciencedirect.com.

Dr. Neha Parashar and Ms. Sakina Ghadiyali (2016), A study on customer’s attitude and perception
towards digital food app services, Amity Journal of management, Volume 5(2). Retrieved from
www.amity.edu/gwalior/ajm/
Neetu Rani, Dr. Parveen Kumar Garg, “FACTORS INFLUENCING CUSTOMERS TO
ORDER THE FOOD ONLINE”, Guru Kashi University, Talwandi Sabo, Punjab (2020).
https://www.bibliomed.org/fulltextpdf.php?mno=131552
International Journal of Humanities and Social Sciences, Ayush Beliya, Rubi Kujur, Manisha
Verma, Kumari Vishaka Nagwanshi,Sonam Sahu,Nitesh Uikey & Ajaz Ahmad Bhat
Vol.8,Issue 4,2019 Customer Perception and Satisfaction of ONOS
https://www.researchgate.net/publication/333642857
https://onlinelibrary.wiley.com/doi/10.1111/ijcs.12630
Corporate Secretaryship Magazine on Digital Demands.

CHAPTER: 12

QUESTIONNAIRE

1. Gender
Male Female Others

2. Age
1) Below 20 years

37
2) 20- 30 years
3) 30- 40 years
4) Above 40 years

3. Profession
1) Student
2) Self employed
3) Employed
4) Housewife

4. Annual Income
1) Below 1 lakh
2) 1 lakh- 3 lakhs
3) 4lakhs – 6lakhs
4) 6 lakhs and above

5. Marital Status
Single Married

6. Which meals do you typically order online?

1) Breakfast
2) Lunch
3) Snacks
4) Dinner

7. What makes you order food online?

1) Good packaging
2) On time delivery
3) Offers and Discount
4) Easy to order

38
 8. Which of the following apps do you use for ordering food?
1) Swiggy
2) Dunzo
3) Zomato 4) Others.

9. How often do you order food online in a month?

1) 1-2 times
2) 3-4 times
3) 5-6 times
4) More than 6 times

10. Do you use discount coupons to buy food online?

1) Always
2) Never
3) Sometimes

11. Which is the most preferred mode of payment?

1) Google Pay
2) Debit Card
3) Credit Card
4) Cashon delivery

12. Do you prefer having premium membership for food apps?

Yes No

13. Have you ordered food online after coming across a Social Media post on the food apps?
Yes No
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14. What has been the most challenging experience in quality of online food delivery?
1) Is significantly deteriorated.
2) Is bit deteriorated due to packaging and Transportation.
3) Is usually the same as eating in the restaurant.

15. What has been the most common experience with delivery timelines?
1) 45 minutes
2) In 1 hour
3) Beyond 1 hour

16. You believe food apps are time efficient

1 2 3 4 5
Strongly Agree

Strongly disagree

17. Variety of Restaurents in Food apps affect your food choice

1 2 3 4 5
Strongly Agree

Strongly disagree

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18. Rate your satisfaction level on cloud kitchens based on the following factors
5 4 3 2 1
Highest Lowest

1) Price
2) Quality
3) Taste
4) Customization
5) Quantity

6) Delivery person’s behavior

19. Will you prefer online order or restaurent once after the lockdown is over?
1) online order
2) Restaurents

41