Comparative Study of Zomato and Swiggy

SL NO.
TITLE PAGE
NO.
1 INTRODUCTION 2-10
2 BACKGROUND AND OBJECTIVES 11-25
3 TRAINING METHODS AND ACTIVITIES 26-27
4 LEARNING OUTCOMES 28-31
5 DATA ANALYSIS AND INTERPRETATION 32-58
6 KEY FINDINGS AND CONCLUSION 59-63
7 RECOMMENDATIONS 64-65
8 REFERENCES 66-67
9 69-71
ANNEXURE
Author Name:- Suman Patwa Page 1

CHAPTER 1
INTRODUCTION

1.1Introduction
E-Commerce: Any business activity of buying or selling of products,
goods or services online with the help of internet and with the help of
electronic devices. Just with the help of internet connection & an
electronic device one can practice a lot of things like:
E-commerce can be classified into six types:

 Business to Business
 Business to Consumer
 Business to Administration
 Consumer to Consumer
 Consumer to Business
 Consumer to Administration
E-commerce in the current scenario is a rapidly growing business
activity where in all the products, goods and services are made available
to you at your finger tips where in with access to internet and any
electronic device you can buy or sell anything and take part in
commerce activity anywhere, anytime and anyplace. It has made things
very easy and convenient and it saves us a lot of time which therefore
has resulted in the growth of E-commerce worldwide and in India it is
growing at a rate of 15% every quarter and is expected to do more in the
upcoming years and the revenue amounts to US$7,011 million in 2018.
1.2Online Food Delivery Industry:

The Food delivery market in India is worth over 12.5 billion and online
food delivery is contributing over more than 7% to the Indian market
and is growing at 15% every quarter. Food delivery services in the
recent years have become one of the most widely growing markets in the
world and are considered to be one of the booming markets. Most of the
people have set their fingers on online ordering of food and this is the at
most preferred ways of ordering food from any place, anytime and
anywhere which is very convenient and time saving. This indicates a
high budding in a relatively untouched market service and most of the
restaurants are tying up with these online food delivery aggregators
where in, people can order food online via apps with the help of internet
where in they have access to number of restaurants and different food
option which they can select based on their taste and preferences.
There are three categories of players in this market:

a) Fully incorporated: The ones who process food and also deliver
food at the same time. (Pizza Hut, Dominos etc.)
b) Second being which only concentrates on delivery as a service.
c) Aggregators: It is a platform where in customers can explore

various restaurants, navigate through menus of different choices
and select the food. In short, they aggregate the information about
food to the customer and functions as an order generating channel
for restaurants. (Swiggy, Zomato etc)
Key growth factors of online food delivery industry:

a) High rate of throwaway income and deeper internet diffusion of
customers.
b) Most of the restaurants tying up with online food delivery

platforms are sure on making a profit margin of more than 2 - 3%
than diners.
c) Most of the restaurants are trying to maximize their business by
offering food delivery through these online aggregators.
d) Increasing rate of literacy and increasing number of internet and
smart-phone users are also one of the reasons.
e) The cost of starting an online delivery business is much cheaper
compared to that of starting up a restaurant.
f) The changing life style of the people and also the changes in the
standard of living of the people.
g) An increase in the number of working women and they have no
time to cook where they adopt to order food online.
h) The convenience of ordering food online.
i) Marketing strategies used by these service providers.

j) The rising consumption levels of individuals mostly the ones in the IT
sectors.
The reason behind the popularity of online food delivery service is

because of various benefits it provides like:
 Food delivery to the door step of the customer

 Easy accessibility and convenient
 Various payment options
 Attractive offer, discounts, rewards and cash backs.
In the recent days most of the people have started placing food orders
online and having a look out on this fashion a lot of restaurants are
maximizing their sales and are earning very good returns just by
registering themselves into online ordering sites like Zomato, Swiggy
etc.
The online food delivery services sector which has had its foothold in
the recent years is rising out to be the most growing and popular markets
all over the globe and in recent times the demand for this industry has
taken a huge increase in the market. We can witness a lot of new food
delivery start ups and many restaurants which are keen about getting into
this market where in they are able to a huge growth compared to other
markets.
The Restaurant industry in India is evaluated to be around USD 56
Billion and the delivery industry is approximately around USD 15
Billion, Online food delivery aggregators on an average handle over
1,60,000 orders in a day with an average order value of USD 5.
Aggregators have dominated the market with 70% market share and
have a reach in over 20+ cities but only 5 cities have been widely using
these services, but still it has resulted in a wide market, giving space to
more market penetration and the major source of revenue for these
aggregators is the commission that they charge their partner restaurants.
The online food delivery industry is a rapidly growing industry where in

it has survived and played a major role in dominating the other markets
and has led to the intensification of online food delivery services every
quarter by 15% which is a huge contribution.
In the long run the future of online food delivery services seems bright
in India, as it is a rapidly growing market and has a lot of opportunities
in the rural areas where in still a whole lot of people are not aware of
this, where in it is trying to catch up with developed markets where 30%
of delivery takes place through different online channels which are
available.
With the adversely growing population and the rapid transformation and
use of advance technology, people tend to depend on their electronic
gadgets like smart-phones; laptops etc. which provides them different

apps for every work to be done. In terms of ordering food which makes
the work much simpler for them when needed, where in they can order
food Downloading the app from play store, registering into the app,
selecting the menu to place the order and the food will be delivered to
your doorstep. Almost 80% of the young college students, working
professionals and others found this method too simple to place food
order online which in turn saves them a lot of time. Online food delivery
website and mobile application are much popular in cities like
Bangalore, Chennai, Hyderabad and Mumbai.
India has a large number of young audience and Food Delivery Apps
have become popular among users. Customers have enormous number
of choices and a wide range to select which among those provide better
offers, discounts & price so that they can compare and pay with offer
price from online food ordering app.
Top most popular food delivery services in India are:

 Swiggy
 Zomato order
 Food Panda
 Uber Eats
 Pizza Hut
 Dominos
The online food delivery industry saw a growth of 150% in 2016. It has
also helped many restaurants by increasing/maximizing both their sales
and revenues. Online food delivery services not only have an agreement
with the local cafes and restaurants, but it also has a contract with a lot
of fine dining restaurants. It has helped them in amplify their reach and
this further enhanced their resource utilisation.
Besides all this customers have also started opting for various different
kind of services like ordering food online through calls and ordering
food in advance.
Mostly 80% of the orders coming in from the top five cities, that have
reputable companies and a lot of MNC’s and which has a higher rate of
working population when compared to other cities and they are not
focusing on achieving working efficiencies and success in these markets
and lesser expansion to the newer markets.
We can witness both customers and restaurants taking on the online food
delivery services and in turn we have noticed a positive growth but new
issue of sustainable business has been well thought-out for
improvement.
The E-Services market section of Online Food Delivery contains the

user and revenue development of two diverse delivery service solutions
for ready meals:
 Restaurant-Consumer Delivery.

 Platform-Consumer Delivery.
Revenue includes the gross produce value which is defined as the total
sales dollar price for food sold through the Online Food Delivery
market.
Online Food Delivery provides services that deliver prepared meals and
food that is ordered online for direct consumption.
The Restaurant-to-Consumer Delivery platform includes the delivery of

food directly by the restaurants to the consumer. The customer can place
his/her order via different platforms (e.g.: Just Eat) or they can directly
place the order through the restaurant website (e.g. Domino's).
The Platform-to-Consumer Delivery platform concentrates on online

delivery services that provide customers with a variety of food options
from a wide range of restaurants; in this case
the restaurants need not necessarily have to offer food delivery

themselves. In this case, the platform handles the delivery process.

CHAPTER 2
BACKGROUND AND
OBJECTIVES

2.1ZOMATO
Zomato is a restaurant search, discovery and delivery service which was
founded in 2008 by Deepinder Goyal and Pankaj Bhardwaj. It operates
in over 23 countries which includes India, Australia and the United
States. It features restaurant information which gives the customer or the
user information about best dinning place their menus and photos
uploaded by local street teams, as well as user reviews and ratings. The
company also provides a variety of services like online ordering, table
reservation etc.
Zomato collects all the required information from every restaurant on a

regular basis to ensure their data is fresh. They have a vast community
of food lovers and bloggers who share their own reviews and photos; so
that the customers have all that they need to make their preferred choice.
INVESTMENT
The online food delivery aggregator Zomato has approximately raised
around USD 16.7 million in the year 2010-13 from Info Edge India, by
offering stakes of 57.9% in Zomato. It also raised USD 37 million
additionally from Sequoia Capital and Info Edge India.
Zomato completed another round of funding which was jointly taken

from Info Edge India and Vy Capital in November 2014, the funding

being around USD 60 million and at a post-money estimation of USD
660 million.
It had funds coming from a Singapore government owned company-

Temasek which along with Vy Capital invested around USD 60 million
in September. Info Edge India, Sequoia Capital and Vy capital led a
further round of investment of USD 50 million.
In October 2018, Zomato raised $210 million from Alibaba's payment

affiliate Ant Financial. Ant Financial received an ownership stake of
over 10% of the company as part of the round, which valued Zomato at
around $2 billion. Zomato had also raised an additional $150 million
also from Ant Financial earlier in 2018.
Values followed by Zomato:

 Possession
 Judgement
 Communication
 Interest
 Valour
 Teamwork, Initiative, Leadership.
Starting off with providing information about over 1 million restaurants

worldwide to its users, they are now making dining much convenient
and more pleasing with services like online ordering of food and table
reservations.
HIGHLIGHTS OF THE ZOMATO DELIVERY SERVICE

 Their main aim is to maximise their business potential by targeting the
hungry customers.
 They provide a user friendly app base which is easy to use and place an
order.
 Online payments are made more easier, simpler, convenient which

provides ease of payment with secured transactions and no extra
service charge to banks.
 They provide a lot of promotions and offers to attract a lot of
customers.
 They conduct Loyalty programs where in the loyal customers are

rewarded and given additional benefits.
 It provides exceptional customer care service which handles the
queries, complaints, refunds and technical issues.
SWOT ANALYSIS OF ZOMATO

 STRENGTHS
 It is the first delivery service in most of the nations.
 It has a fast expanding and growing market.

 The app is user friendly compared to its competitors and also
has won many awards for its design.
 Zomato has a huge customer base which is an added advantage.
 It has a large number of investors and has a enough funding.
 Zomato has made a lot of profits since the time it was launched.
 It has a very good marketing strategy which has helped in

acquiring a lot of customers.
 WEAKNESS
 The major concern was related to the privacy and security

issues for the app – A recent incident where in the app was
hacked and almost 17 million users data was leaked.
 Zomato still requires a lot of expansion.
 Word of mouth and Facebook check-ins have lessened the

number of people using Zomato.
 OPPORTUNITIES
 Further expansion.
 More acquisitions.
 The concept of Cloud restaurant where the restaurants need

not have a physical existence to sell their food, instead they
can sell their food through Zomato.
 Zomato does have a huge following but the users do not
interact with each other. Creating a forum and a community
out of the users already following Zomato can be a huge
benefit for the brand.
 THREATS
 The major threat would be from the new entrants, many new
food delivery start ups have been emerging in the recent years.
 Not all the customers will be loyal towards one aggregator, if
there is a better one providing offers and discounts the existing
customers may move on.
 Uncertain Research and Development outcomes, sometimes if

the predictions of the R&D may not work as thought it might
lead to failure.

2.2SWIGGY
Swiggy is an Online Food ordering and Delivery Company whose
headquarter is located in Bangalore, India. The inspirational thought of
Swiggy offering a complete food ordering and delivery service online
through their apps and web from the neighbouring restaurants around to
the urban foodie.
The idea was induced into their heads noticing the vast gap between the
food ordering and delivery space, where in a lot of restaurants faced the
issue of not having sufficient delivery boys, so this sparked a thought
and they started a small setup on August 2014 with a team of six
delivery boys and covering 25 restaurants which soon became a hit and
now it operates around 13 cities and it offers a single window for
ordering from a large range of restaurants, they have their own exclusive
fleet of delivery personnel to pick up orders from restaurants and deliver
it to customers. Having their own fleet gives them the flexibility to offer
customers a no minimum order policy on any restaurant and accept
online payments for all partner restaurants that we work with.
Started by three young entrepreneurs Swiggy set its foot mark on August
2014, the online food ordering and delivery start-up Swiggy as of today
has more than 5,000,000 mobile application installations, and has
become the most popular known brand name for almost everyone who
wants to order food.
Swiggy on an average has a tie up with more than 25,000 restaurants,

Swiggy has its own manpower which has a fleet of in-house delivery
boys and it operates across different cities in India, which includes
Bangalore, Mumbai, Chennai, Delhi, Hyderabad and more.
Two graduates from BITS Pilani, Sriharsha Majety and Nandan Reddy
came up with the idea and decided they wanted to change things and
make life easier by changing the way India eats - all at the finger tips the
customer. Their explicit idea of ’hyper local food delivery’, all they
wanted was the technology to power it and were introduced to Rahul
Jaimini, who then transformed that vision into reality with the first
website. And with this, these young chaps launched Swiggy an online
food ordering & delivery platform, which has now made it big and has
made its way in becoming one of the top food delivery aggregator.
After having a slow start with less takers and people not relying on the
online food delivery services, Swiggy made it big by understanding the
customer needs and wants and by providing a lot of offers and top notch
advertising they transformed themselves into an unstoppable force that
has now changed the way India eats.
Values followed by the Swiggy:

 Customers come first.
 Striving for excellence.

 To be sincere and display highest levels of reliability.
 Exhibit prejudice for action.
 Being polite and humble towards its customers.
BENEFITS SWIGGY EMPLOYEES RECEIVE

 Swiggy provides personal accident insurance.
 It provides group medical insurance for all its employees/delivery boys.
 Pre-loaded food cart.
 Mobile allowance is given to all the delivery boys.
 Maternity and implementation leave policy.
 Provides free support on tax and investment planning.

SWOT ANALYSIS
 STRENGTH
 Swiggy is always known for its speedy delivery.
 It has created recognition among people.
 They have well trained team which offer exceptional service.
 It offers a wide selection of restaurants to choose from.
 They maintain clean and neat quality packaging.
 It offers free delivery services without imposing any delivery

charges from the customer.
 WEAKNESS
 Orders are only from the restaurants within the particular area or
province.
 People in few cities are not aware about the brand.
 OPPORTUNITIES
 Leader in online food delivery business.
 Growing market for potential customers.
 Re-branding can help them grow up in the market.
 Need to increase and concentrate on their zonal restaurant base.
 THREATS.
 Increase in the number of new competitors.
 Neglecting the potential competitors.
 The customer base of Swiggy is decreasing.

Today, Swiggy is one of the top food ordering and delivery
platforms in India. The inventive technology, large and quick
delivery service, and outstanding consumer focus at Swiggy has
enabled a host of benefits that includes:
 Lightning fast deliveries
 Live order tracking
 No limit on minimum order amount, all while having the

delight of enjoying your desired meal anywhere, anytime
and anyplace the customers like it.
Author Name: - Suman Patwa Page 21

2.3OBJECTIVES:
 To analyze the Technological competitive edge between
Zomato & Swiggy.
 To study the Challenges faced by Zomato & Swiggy.
 To understand the consumer preference towards online food
delivery services.
 To analyze the Service competitive edge between Zomato &
Swiggy.
 To understand the market and analyze what strategies can
be adopted to gain a firm holding in the market.
NEED OF STUDY:
Food delivery services have increased in the recent years; there is a
stringent competition among various service providers like
FoodPanda, FreshMenu, Uber Eats, Swiggy, Zomato...Etc.
 It is important to understand the consumer behavior towards

food delivery services.
 To understand the mindset of consumers and provide
satisfactory customer service.
 To understand the consumer need and wants.

STATEMENT OF THE PROBLEM:
 “A Problem statement is clear concise description of the
issues that needs to be addressed”.
 The project is about food delivery services which are
increasing rapidly in India where there are many
competitors and the best service provider gets a firm hold
in the market.
 Most of the people still prefer take away and visiting the
restaurants instead of going for online delivery services.
Apart from which restaurants have their own delivery
services which might act as a barrier to these online food
delivery services.
 There are many strategies adopted by these service

providers to gain a competitive advantage over their
rivals, it may be in terms of offers, services, techniques,
methods and innovative ways.
 In current scenario most of the people still don’t have the
knowledge about these kinds of services and their
existence and also some people don’t like the concept of
online delivery food and prefer not to, and the rest are
concerned about secrecy of transactions etc.

Research design:
Descriptive
Since my study is descriptive type, so research design will also be
descriptive.
Sampling method:
In my study probability sampling is used. In probability
sampling simple random sampling is used.
Data collection:
 Primary data [collection of data through questionnaires]
 Secondary data [through company’s website and other

sources]
Survey area:
Survey is done in all four zones of the Bangalore.
Sample size:
The sample will is 100 [sample size (n) = 100]
Sample unit:
The sample unit will be the customers

Data analysis:
The data will be tabulated based on the information gathered by
questionnaires. All the responses will be evaluated and the data
will be interpreted based on the respondents, sample percentage
will be calculated to analyse the data and represent through
graph and charts.
RESEARCH METHOD
A questionnaire was circulated online with the help of Google
Forms to collect data from individuals. It is a set of questions
which consisted of close ended and open ended questions
devised for the purposes of survey on which the study is
conducted. Most of the questions were closed – ended
questions and multiple-choice questions. All of the respondents
are from Bangalore. There were 20 questions in the
questionnaire which included both general questions and
questions specific to the topic.
The questionnaire was distributed to 100 people and it took a

week’s time to receive all the replies after which analysis was
made based on the data collected from the respondents.

CHAPTER 3
TRAINING METHODS
AND
ACTIVITIES

3.1Training methods:
An orientation was conducted by our college management for

all the students and all the guidelines and information was
given regarding the project and the same guide lines has been
followed to undertake the project.
As I commenced with the project I took the guidance from my

lecturers regarding the topic selection for the mini project, on
selection of the topic which is “Comparative study on
Aggregator food delivery services Zomato and Swiggy”, I have
regularly consulted my guide regarding the progress of the
project and also have taken insights from different lecturers,
websites, journals etc.
3.2Activities:
A survey has been conducted via questionnaires. The
questionnaires were distributed among college students and
working professionals with the help of Google forms, where in
their responses have been analyzed and interpreted. The latter
has been tabulated and represented via graphs and tables. I have
visited the guide from the start to end of the project. I have
taken reviews and opinions from customers. I have circulated
the questionnaires, collected data and interpreted the
information gathered.
CHAPTER 4
LEARNING OUTCOMES

Learning outcomes:
As I started with the my study on the Online Food Delivery
Services Industry focusing on the top two market leaders
Zomato and Swiggy, I got to learn the impact of online food
delivery services market in India which has completely
changed the way India eats, the evolution of going to
restaurants to have a meal or taking delivery from restaurants is
diminishing as people are preferably going for online services
which is in turn much easier time saving and you can place
your order anytime, anywhere and anyplace and the food will
be delivered.
I also understood that it is very important to understand the

mind sets of the customers as it plays a vital role in decision
making and the main objective of all these food delivery
services is to pitch in a lot of customers through which they can
maximize their business and also increase their profits. A
customers mind set in this scenario keeps fluctuating wherein
he does not stay loyal to one particular service provider, he
tends to experiment with the different aggregators available in
the market where in his view is only on getting best offers,
promo codes, wide range of choices, exceptional customer
service, fast delivery etc. based on which he preferable opts for
the best ones. So understanding the customer behavior and

mind set is very important.
This has helped me in gaining knowledge about a completely

different market in the E- commerce platform which is the
online food delivery platform, here the technology plays a
major role and has completely transformed the food delivery
sector where just with the help of internet and electronic
gadgets one can have access to these services and even
restaurants have maximized their business, which tells us that
technology plays a major role.
Through this I have got to learn about the challenges, risk and
competition and how it has to be handled which plays a vital
role in this industry, as we can see there is always risk in
anything that is done we have to take on the risks and go ahead
with it, risk is part of everything that we do and talking about
the challenges, it gives you an boost to do something new,
something different, something which has not been done or
tried by anyone; taking on these challenges will always result in
something fruitful, finally speaking of the competition which
always is an important factor to be aware of the existing and the
upcoming competition that we need to overcome and be ready
to take on.
Finally I have understood the need of advertisement &

marketing and how it plays a major role in attracting more

customers and staying ahead compared to other aggregators,
this has given me an idea about how effectively one should
advertise and promote their brand where in it attracts the
customers and market the product in such a way that it shows
your product to be the best in the market which will result in
these aggregators having a higher level of advantage compared
to other aggregators who don’t advertise of market their
product.

CHAPTER 5
DATA ANALYSIS AND
INTERPRETATION

Table showing the number of respondents who prefer ordering
food online
Table 5.1
OPTIONS NO OF PERCENTAGE
RESPONDENTS
Yes 97 97%
No 3 3%
Total 100 100%
Diagram showing the percentage of respondents who prefer

ordering food online.
PERCENTAGE
Yes No
3%
97%

Interpretation:
As per the above pie chart we can clearly see that almost 97% of the
respondents prefer to order food online which says that most of the
people do opt to order food online where in only 3% of the
respondents did not prefer to order food online.
Table showing the preferences of the respondents towards

Zomato & Swiggy
Table 5.2
RESPONDENTS
Zomato 50 50%
Swiggy 42 42%
Others 8 8%
Total 100 100%

Diagram showing the preference percentage of respondents
towards Zomato & Swiggy.
PERCENTAGE
Zomato Swiggy Others
8%
50%
Interpretation:
The above pie chart shows the preference of customer towards
online food delivery aggregators, where in 42% prefer Zomato,
50% prefer Zomato and the rest 8% prefer other aggregators.
This also shows that Swiggy has a slightly more preference
compared to Zomato.

Table showing the preferred meal they wish to order online
Tab 5.3
OPTIONS NO OF PERCENT
RESPONDENTS AGE
Breakfast 9 9%
Lunch 37 37%
Snacks 18 18%
Dinner 36 36%
Total 100 100%
Diagram showing the percentage of preferred meal they

wish to order.
PERCENTAGE
Breakfast Lunch Snacks Dinner
9%
36%
37%
18%

Interpretation:
As the above pie diagram shows us the choice of meal that the
respondents prefer to order online gives us a clear picture that
most of them prefer to order lunch & dinner which stands at
37% & 36%, and it also shows that 18% prefer ordering snacks
and the remaining have opted for breakfast which shows that
the demand is more for lunch and dinner.
Table showing the intervals in which people order food online

Tab 5.4
RESPONDENTS
Daily 3 3.20%
Weekly 37 36.50%
Fortnight 20 20.20%
Monthly 40 40.10%
Total 100 100%

Diagram showing the different intervals at which people
order food online.
PERCENTAGE
Daily Weekly Fortnight Monthly
3%
40%
37%
20%
Interpretation:
The above pie diagram gives us a clear view on how often
people order food online and we can see that most of them
order food monthly (40%), and some respondents are seen
ordering weekly (37%), where takers of daily and fortnight are
comparatively few in number (20% & 3%).

Table showing the preferred mode of ordering food
Tab 5.5
OPTIONS NO OF PERCENTA
RESPONDEN GE
TS
Mobile App 80 80%
Web Based 20 20%
Others 0 0%
Total 100 100%
Diagram showing preferred mode of ordering food.
PERCENTAGE
Mobile App Web based Others
0%
20%
80%

Interpretation:
In the above pie diagram we can see the preference of the
respondents through which they prefer to order food online and
almost 80% of the respondents prefer to order food through
mobile based applications and the rest 20% prefer Web. Which
tells us that the usage of apps is more as it is more easy and
time saving.
Table showing responses of service provider giving more offers &

promotions
Tab 5.6
OPTIONS NO OF PERCENTA
RESPONDEN GE
TS
Zomato 53 53%
Swiggy 40 40%
Others 7 7%
Total 100 100%

Diagram showing which service provider offers more offers &
promotions.
PERCENTAGE
7%
40% 53%
Interpretation:
The above pie diagram shows that Zomato provides more
offers, discounts and promotions compared to its rival Swiggy,
where in both stand at different levels where is Zomato has
53%, Swiggy has 40% and the others having 7%, considerably
Zomato is the best in giving offers and promotions.

Table showing the amount of money spent on ordering food by
respondents
Tab 5.7
RESPONDENTS
<150 19 19%
<250 32 32%
<500 34 34%
More than 500 15 15%
Total 100 100%
Diagram showing the approximate amount spent on ordering

food online.
PERCENTAGE
<150 <250 <500 More than 500
15% 19%
34%
32%

Interpretation:
The above pie diagram showing the amount of money spent on
ordering food gives us a clear picture as to 32 to 34 % of the
respondents spend around 250 to 500 and the rest 19% of them
who spend around 150 and the remaining 15% being those who
order more than 500.
Table showing the response of which is offering better

customer service.
Tab 5.8
RESPONDENTS
Zomato 47 47%
Swiggy 49 49%
Others 4 45%
Total 100 100%

Diagram showing which service provider offers better customer
PERCENTAGE
4%
49%
service.
Interpretation:
The above pie diagram shows us the best service provider
where in most of the respondents have opted for Swiggy at
49% saying that it provides better customer service compared
to Zomato at 47% and others at 4%. The best customer service
provider will always lead the market.

Table showing the responses considering which has more tie ups
with restaurants.
Tab 5.9
RESPONDENTS
Zomato 45 45%
Swiggy 53 53%
Others 2 2%
Total 100 100%
Diagram showing the restaurants which has the most number of

tie-ups.
PERCENTAGE
2%
45%
53%

Interpretation:
The most important thing is on having a lot of tie ups with
restaurants which will attract more customers, the above pie
diagram shows that Swiggy has more tie ups with most of the
restaurants i.e. 53%, Zomato having around 45% and others
being 2%.
Table showing the time taken by the respondents to place an

order successfully.
Tab 5.10
SL.NO OPTIONS PERCENTAGE
1 5-10 mins 56%
2 15-20 mins 34%
3 25-30 mins 10%

Diagram showing the time taken to place an order by the
respondents.
PERCENTAGE
5 to 10 mins 15 to 20 mins 25 to 30 mins
10%
34%
56%
Interpretation:
As per the collected data, majority of the respondents take 5
to 10 minutes to place an order successfully i.e., 56% of
them. 34% of the respondents take 15-20 mins to place the
order and the remaining 10% take 25-30 mins. This indicates
almost all orders are place within 5 to 10 mins which in turn
saves a lot of time for the customers.

Table showing the amount of time taken for an order to be
delivered.
Tab 5.11
SL.NO TIME PERCENTAGE
1 15-20 mins 3%
2 25-30 mins 46%
3 35-40 mins 42%
4 More than 40 mins 9%
Diagram showing the time take for an order to be delivered.
PERCENTAGE
15 to 20 mins 25 to 30 mins 35 to 40 mins More than 40 mins
9% 3%
46%
42%

Interpretation:
The above pie diagram shows the responses of the customers
on the time taken to deliver the food, where in the normal
delivery time being 30 to 40 mins, we can see that the food
being delivered before the give time i.e. within 25 to 30 mins
at 46%, 35 to 40 mins at 46% and faster delivery of 3% which
is between 15 to 20 mins and sometimes taking more than 40
mins at 9%. This indicates the food being delivered on time
mostly.
Table showing the number of respondents who prefer ordering

food online than going to the restaurant.
Tab 5.12
SL.NO CHOICES PERCENTAGE OF
RESPONDENTS
1 Yes 37%
2 No 37%
3 May be 26%

Diagram showing the preference of respondents who prefer
going to restaurants or order food online.
PERCENTAGE
Yes No Maybe
26%
36%
38%
Interpretation:
As per the collected data, there has been an equal share
between the respondents as to they prefer going to restaurants
than online ordering i.e. 37%, we can see that people prefer
both simultaneously. The remaining 26% are those respondents
who may or may not prefer.

Table showing the comparison of menu selection between Zomato
& Swiggy among the respondents.
Tab 5.13
RATINGS ZOMATO SWIGGY
1 0 0
2 4% 1%
3 21% 27%
4 47% 52%
5 28% 20%
MENU SELECTION
0.6
52%
0.5 47%
0.4
28% Zomato
0.3 27%
Swiggy
21% 20%
0.2
0.1
4%
1%

Interpretation:
Majority of the respondents have preferred menu of Swiggy
being better and 52% of the respondents have rated 4, 5 being
excellent. And 47% of the respondents have rated 4 to Zomato
having a better menu selection. On average we can assume that
both the apps menu selection is good.
Table showing the comparison between zomato’s and swiggy’s

delivery services among the respondents.
Tab 5.14
1 0 0
2 5% 4%
3 18% 17%
4 46% 52%
5 31% 27%

DELIVERY PROCESS
60%
52%
50% 46%
40%
31%
30% 27% Zomato
Swiggy
20% 18% 17%
10%
5% 4%
0% 0%
0%
Interpretation:
The bar diagram shows that Swiggy is preferably the better
service provider when it comes to delivery process where it 52%
have given 4 ratings to Swiggy where in Zomato having 46% and
when it comes to 5 ratings Zomato is rated more compared to
Swiggy i.e. 31% and 27%.

Table showing the comparison between Zomato and Swiggy
ordering process as to which is convenient among the
respondents.
Tab 5.15
1 0 0
2 3% 2%
3 22% 25%
4 51% 50%
5 24% 23%
ORDERING PROCESS
60%
51% 50%
50%
40%
30% Zomato
25% 24% 23%
22% Swiggy
20%
10%
3% 2%
0% 0%
0%

Interpretation:
The above bar diagram shows us the different levels of rating of

respondents in terms of ordering food, this shows that Zomato
is rated more compared to Swiggy i.e. 51% & 24% at 4 and 5
rating.
Table showing the preference of the respondents as to if they

would like to order food in advance for a scheduled time later
that day.
Tab 5.16
PREFERENC PERCENTAGE OF
ES RESPONDENTS
Yes, definitely 41%
Yes 33%
No 13%
Not sure 13%

Diagram showing the percentage of respondents who preferred
ordering food in advance.
PERCENTAGE
Yes, definitely Yes No Not sure
13%
13% 41%
33%
Interpretation:
Given the choice to order food in advance for a scheduled time
the same day, respondents have mostly preferred the option
where in 74% of the said yes and the remaining 13% which
were both no and not sure, but this gives us a clear view that
most of them do like the option of ordering food in advance.

Table showing the opinion of respondents as to they would
suggest others to opt for online ordering of food.
Tab 5.17
CHOICE PERCENTAGE OF
S RESPONDENTS
Yes 61%
No 9%
May be 30%
Diagram showing the percentage of respondents who would

suggest online ordering food services to others.
PERCENTAGE
Yes No Maybe
30%
61%
9%

Interpretation:
As the preference of people opting for online ordering of food

is increasing, I wanted to know they would suggest others to
opt for this service and almost 61% of the respondents chose to
suggest others and 30% of the respondents were not sure if they
would and the rest 5% of the respondents said no.

CHAPTER 6
KEY FINDINGS AND
CONCLUSION

6.1 FINDINGS:
 As per my study I could clearly see that almost 97% of
the respondents choose to order food online which says
that most of the people prefer to order food online where
in only a few respondents did not prefer to order food
online.
 I could analyze preference of customer towards online
food delivery aggregators, where in 42% prefer Zomato,
50% prefer Zomato and the rest 8% prefer other
aggregators. This shows the preference of customers
towards various aggregators available in the market.
 It gives us a clear picture that most of them prefer to order
lunch & dinner which stands at 37% & 36%, and it also
shows that 18% prefer ordering snacks and the remaining
have opted for breakfast which shows that the demand is
more for lunch and dinner.
 Through this I could analyze how often people order food
online and we can see that most of them order food
monthly (40%), and some respondents are seen ordering
weekly (37%), where takers of daily and fortnight are
comparatively few in number (20% & 3%).
 The mode through which customers prefer to order food
online and almost 80% of the respondents prefer to order
food through mobile based applications and the rest 20%
prefer Web. Which tells us that the usage of apps is more
as it is more easy and time saving.
 Zomato provides more offers, discounts and promotions
compared to its rival Swiggy, where in both stand at
different levels where is Zomato has 53%, Swiggy has
40% and the others having 7%, considerably Zomato is
the best in giving offers and promotions.
 This gave me an insight on the money spent on ordering
food where in 32 to 34 % of the respondents spend around
250 to 500 and the rest 19% of them who spend around
150 and the remaining 15% being those who order more
than 500.
 The best customer service provider will always lead the
market. The best customer service provider where in most
of the respondents have opted for Swiggy at 49% saying
that it provides better customer service compared to
Zomato at 47% and others at 4%.
 I have analyzed which aggregator has the most important
no of tie ups and it is the most important having a lot of
tie ups with restaurants which will attract more
customers, Swiggy has more tie ups with most of the
restaurants i.e. 53%, Zomato having around 45% and
others being 2%.
 This online food delivery services saves on a lot of time
and is a ease when placing orders. The time taken by
respondents 5 to 10 minutes to place an order successfully
i.e., 56% of them. 34% of the respondents take 15-20
mins to place the order and the remaining 10% take 25-30
mins. This indicates almost all orders are place within 5 to
10 mins which in turn saves a lot of time for the
customers.
 The respondents prefer both going to restaurants and
online ordering i.e. 37%, we can see that people prefer
both simultaneously. The remaining 26% are those
respondents who may or may not prefer.
 Given the choice to order food in advance for a scheduled
time the same day, respondents have mostly preferred the
option where in 74% of the said yes and the remaining
13% which were both no and not sure, but this gives us a
clear view that most of them do like the option of
ordering food in advance.

6.2 CONCLUSION
The change in the standard of living of the people, increasing
disposable income of people and the busy schedule has changed
the life of people and their eating habits, where in people used
to prefer cooking food than going to restaurants or ordering
food but now things have changed where in most of the people
have got addicted to online ordering of food and prefer to order
food instead of cooking mostly the young crowd, working
professionals and people who don’t like to cook or don’t know
to cook have started taking the at most use of these apps.
Online food delivery services have made the life of individuals

much easier and convenient where in they can save on a lot of
time and energy. With the rise of these services there is no need
to call the restaurants for placing orders, there is no need to
wait for a long time, through this you can order your choice of
food from your choice of restaurant anytime, anyplace and
from anywhere.

CHAPTER 7
RECOMMENDATIONS

SUGGESTIONS AND RECOMMENDATIONS
I would recommend both Zomato and Swiggy the following things:
 These food aggregator services are only popular in few

cities, then need to expand into other markets and explore
the unexplored cities.
 Try different ways of delivery like: Drone delivery, Railway
station delivery etc.
 Understand the needs and wants of customers.
 Understand the choice, taste and preference of customers.
 Provide proper quality and efficient training to its staff.
 Takeover or acquire other food delivery aggregators who
are not doing well in the market.
 Conduct R&D on regular basis to see which yield benefits.
 Attract customers by providing new offers, promos and
schemes.
 Be aware of the competitors.
 Come up with ways to retain the existing customers.

REFERENCES

BIBLOGRAPHY
BOOKS REFERRED:
 Consumer Behavior by Michael R Solomon-1992, published

by Pearson Edu India.
 Strategic Marketing by Alexander Chernev-2006, published
by Brightitas Media, Inc.
WEBSITES REFERRED:
 www.zomato.com
 http://www.freebookspot.es
 http://b-ok.org
 www.swiggy.com
 https://www.projectguru.in/publications/category/marketing-
1/consumer-behavior/

QUESTIONNAIRE
1. Do you order food online?

a. Yes b. No
2. If yes, from which do you prefer?

a. Zomato b. Swiggy c. Others
3. How often do you order food online?

a. Daily b. Weekly
c. Fortnight d. Monthly
4. Which meal do you typically order online?

a. Breakfast b. Lunch
c. Snacks d. Dinner
5. In general, how do you prefer to order food?

a. Over the mobile app b. Over the web c. Others
6. What is the approximate money you spend on ordering food

each time?
a. <150 b. <250 c. <500 d. More than 500

7. According to you which service provider gives more offers and
promotions?
8. Which among these provide better customer service?

9. Which service provider has more tie ups with restaurants?

10. How long does it usually take to place an order successfully?

a. 5-10 minutes b. 15-20 minutes c. 25-30 minutes
11. How long does it usually take for the order to be delivered?
a. 15-20 minutes b. 25-30 minutes
c. 35-40 minutes d. More than 40 minutes
12. Do you prefer online ordering of food than going to the

restaurant?
a. Yes b. No c. Maybe
13. Please rate various aspects of Zomato in terms of :
Menu selection:

Particulars 1 2 3 4 5
Poor
Excellent
Ordering process:
Poor
Excellent
Delivery services:
Poor
Excellent
14. Please rate various aspects of Swiggy in terms of :
Menu selection:
Poor
Excellent
Ordering process:
Poor
Excellent
Delivery services:
Poor
Excellent

15. Would you like the option of ordering food in advance for a
schedule time later that day?
a. Yes, definitely b. Yes
c. No d. Not sure
16. Would you suggest others to opt. for ordering food online?
a.Yes b. No c. Maybe
17. If yes, which could you suggest and why?

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SL NO.

2 BACKGROUND AND OBJECTIVES 11-25

3 TRAINING METHODS AND ACTIVITIES 26-27

4 LEARNING OUTCOMES 28-31

5 DATA ANALYSIS AND INTERPRETATION 32-58

6 KEY FINDINGS AND CONCLUSION 59-63

Author Name:- Suman Patwa Page 1

Author Name:- Suman Patwa Page 2

E-commerce can be classified into six types:

1.2Online Food Delivery Industry:

There are three categories of players in this market:

c) Aggregators: It is a platform where in customers can explore

Author Name:- Suman Patwa Page 4

Key growth factors of online food delivery industry:

b) Most of the restaurants tying up with online food delivery

i) Marketing strategies used by these service providers.

Author Name:- Suman Patwa Page 5

The reason behind the popularity of online food delivery service is

 Food delivery to the door step of the customer

The online food delivery industry is a rapidly growing industry where in

Author Name:- Suman Patwa Page 7

Top most popular food delivery services in India are:

The E-Services market section of Online Food Delivery contains the

Author Name:- Suman Patwa Page 9

The Restaurant-to-Consumer Delivery platform includes the delivery of

The Platform-to-Consumer Delivery platform concentrates on online

the restaurants need not necessarily have to offer food delivery

Author Name:- Suman Patwa Page 10

Author Name:- Suman Patwa Page 11

Zomato collects all the required information from every restaurant on a

Zomato completed another round of funding which was jointly taken

Author Name:- Suman Patwa Page 12

It had funds coming from a Singapore government owned company-

In October 2018, Zomato raised $210 million from Alibaba's payment

Values followed by Zomato:

 Teamwork, Initiative, Leadership.

Starting off with providing information about over 1 million restaurants

HIGHLIGHTS OF THE ZOMATO DELIVERY SERVICE

 Online payments are made more easier, simpler, convenient which

 They conduct Loyalty programs where in the loyal customers are

SWOT ANALYSIS OF ZOMATO

 It is the first delivery service in most of the nations.

 It has a fast expanding and growing market.

Author Name:- Suman Patwa Page 14

 It has a large number of investors and has a enough funding.

 It has a very good marketing strategy which has helped in

 The major concern was related to the privacy and security

 Word of mouth and Facebook check-ins have lessened the

 The concept of Cloud restaurant where the restaurants need

 Uncertain Research and Development outcomes, sometimes if

Author Name:- Suman Patwa Page 16

Swiggy on an average has a tie up with more than 25,000 restaurants,

Values followed by the Swiggy:

 Striving for excellence.

 Exhibit prejudice for action.

 Being polite and humble towards its customers.

BENEFITS SWIGGY EMPLOYEES RECEIVE

 It provides group medical insurance for all its employees/delivery boys.

 Pre-loaded food cart.

 Mobile allowance is given to all the delivery boys.

 Maternity and implementation leave policy.

 Provides free support on tax and investment planning.

 Swiggy is always known for its speedy delivery.

 It has created recognition among people.