JAZZ

SHIVAJI UNIVERSITY, KOLHAPUR CUSTOMER SATISFACTION
CHAPTER -1 INTRODUCTION TO THE STUDY
1.1 INTRODUCTION:
Customer satisfaction is defined as a measurement that determines how happy customers are
with a company’s products, services, and capabilities. Customer satisfaction information,
including surveys and ratings, can help a company determine how to best improve or change
its products and services. Customer satisfaction is a term frequently used in marketing. It is a
measure of how products and services supplied by a company meet or surpass customer
expectation.
Customer satisfaction is defined as ‘the number of customers, or percentage of total

customers, whose reported experience with a firm, its products, its services exceeds
specified satisfaction goals. In researching satisfaction, firms generally ask customer
whether their product or service has met or exceeded expectations. Thus expectations are a
key factor behind satisfaction. When customers have high expectations and the reality falls
short they will be disappointed and will likely rate their experience as less than satisfying.
An organisation’s main focus must be to satisfy its customers. This applies to industrial
firms, retail and wholesale businesses, government bodies, service companies, non-profit
organisations, and every subgroup within an organisation.
Currently, digital marketing is the way to reach your clients. What sets digital marketing
from traditional marketing is the use of different channels to promote a particular brand,
name, or business. Marketing in the digital era brings into focus the use of electronic tools
like laptops and mobile devices as well as the use of the internet for promotions and other
related agendas, to reach business’ potential clients.
Food Ordering on the internet is conceptually different from other sources of ordering food,
as the internet promotes one-to-one communication between the seller and the end-user with
round-the-clock customer service.
SHIVRAJ COLLEGE, GADHINGLAJ Page 1 of 58

The major difference between traditional and online Food Ordering is the extent of
interaction between the consumer and the seller an enormous amount of people is gravitating
towards the more intensive use of the Internet as the accessibility of technology, the
availability of information, and the ability to interact through the Internet increase and
evolve
The online ordering system can be defined as a simple and convenient way for
customers to purchase food online, without having to go to the restaurant. The system is
enabled by the internet that connects the restaurants or the food company on one hand, and
the customer on other hand. Therefore, as per this system the customer visits the restaurant’s
app or website, browses through the various food items, combos and cuisines available there
and those ahead and selects and purchases the items he or she needs. These items will be
then being delivered to the customer at his or her doorstep at the time they choose by a
delivery person. Payments for such online orders can be made through debit cards, credit
cards, cash or card on delivery or even through digital wallets.
Online food ordering is the process of ordering food from a website or other application.
The product can be either ready-to-eat food (e.g., direct from a home-kitchen, restaurant, or
a ghost kitchen) or food that has not been specially prepared for direction consumption (e.g.,
vegetables direct from a farm/garden, fruits, frozen meats. etc.).
When JUNKET launched, it aimed to be the best restaurant search and discovery platform in
the Gadhinglaj area of Kolhapur district. It was launched on 8th February 2021. It had the
names of various restaurants, their menu, their prices, reviews, and other details. It provided
in-depth information on over 40+ restaurants and cafes also with a number of 2500+
customers.

1.2 STATEMENT OF RESEARCH PROBLEM
The online food ordering system sets up a food menu online and customers can easily
place the order as they like. Also, online customers can easily track their orders. The
management maintains the customer database and improves food delivery service.
This system also provides a feedback system in which users can rate the food items.
Also, the proposed system can recommend hotels, food based on ratings given by the
user, the hotel staff will be informed of the improvements along with the quality.
The payment can be made online or in cash or through a pay-on-delivery system. For
more secured ordering separate accounts are maintained for each user by providing
them an ID and a password. In this growing world of technology, online food delivery
has become an important element of people’s life. The concept of dine out system has
changed and made people to order food at any time conveniently just by few clicks.
This system is revolutionizing the present restaurant industry. Consumer preference is

the main stimulating factor for business owners to indulge in online delivery services.
With intensive urbanization large volumes of food move through the systems.
With the changes in India’s population, more industry in different cities for the
purpose of studies and employment, the busy schedules of both husband and wife in the
family eats the demand for online food ordering developing and growing up steadily. It
is a growing trend especially in urban areas and on college campuses that allows people
to order from restaurants.
The purpose of this study is to measure the expectation & satisfaction of customers
regarding JUNKET food delivery application among college students. This study also
analyses the factors that attract consumers towards JUNKET.

1.3 LITERATURE REVIEW
SHARMA AND SARAF {2020} the study revealed that e-commerce is rapidly growing
worldwide, the food industry is also showing steady growth. In this research paper, they
have used the Technology Acceptance Model (TAM) as aground to study the acceptance of
online food ordering systems. Their data analysis revealed that the attitude towards online
food orders varies according to the ease and usefulness of the online food ordering process
and also varies according to their innovativeness against information technology, their trust
in e-commerce retailers, and various external influences.
Ayush Bellya (2019) “Satisfaction of consumers by using online food services” Stated that
Our research was conducted to deal with consumer behaviour & helps to analyse their
perceptions & will also help us to understand consumer equilibrium. Online food ordering is
growing in the Indian market day by day. Indian people are so active while using the apps
for ordering food online, by conducting the above research we came to know that the food
apps are successful in capturing a market in the Indian economy as almost every person uses
it.
The ease of internet access and wide use has encouraged business organisations to encash
the opportunity to interact and customise their service. The net banking and mobile app
platform have facilitated consumers to order online food services. The platform has
immensely benefited the online food service, delivery operators. The easy access of
consumers to the service provider has led to frequent and reliable preferred purchases. It
becomes more significant for a busy person as they can get a meal at any place and time
without any waste of time. Previous literature on food delivery services has concluded the
importance of trust, satisfaction, and loyalty as key determinants for the success of the
offline business. However, in recent studies research scholars have discovered that the
online platform has facilitated good opportunities for interactive and customised marketing
(Burke, 2002; Wind & Rangaswamy, 2001).

The internet and mobile app create a spontaneous shopping network (Phau & Lo, 2004).
Consumers have the option of surfing the internet to gain ideas and knowledge about various
alternatives regarding quality and price to meet their expectations and make a favourable
decision (Singh, 2002), in addition to information from peers and other social sites like
Twitter and Facebook for buying decision (Bernoff & Li, 2008; Herring et al., 2005).
Further, app design quality is considered as a success and significant aspect for an online
marketing setting (Marcus & Gould, 2000), so an appropriate, as well as suitable design,
needs to be created to align with local culture and
And language (Gommans et al., 2001). Another important key factor, that is, customer
satisfaction has been studied in the framework of online marketing success (McKnight &
Chervany, 2001) as it contributes to maintaining long-term viable relationships with
clienteles (Morgan & Hunt, 1994). Studies are also conducted about privacy/security,
information quality (IQ), and efficient payment systems in the area of online and mobile app
marketing and emphasize the effectiveness of service quality, customer satisfaction and
loyalty, and app design quality. A plethora of previous studies has brought into light the
inter-relationship between customer services, their satisfaction level, and online delivery
(Cyr et al., 2008; Shankar et al., 2003).

1.4 OBJECTIVES OF THE STUDY
 To understand the customer satisfaction of the consumers in using the online food
delivery application.
 To identify the problems faced by the consumers while using the online food
delivery ordering application.
 To analyse the factors affecting the consumer the use of the online food delivery
application.
 To know about the expectation and satisfaction level of respondents towards

JUNKET.
 To identify the factors influenced for choosing JUNKET.
1.5 HYPOTHESIS OF THE STUDY
 There is significant association between gender and satisfaction levels of the

consumers using online food delivery applications.
 There is significant relationship between factors affecting usage and the food apps.
 There is an association of popularity with the awareness methods used.

1.6 SCOPE OF THE STUDY
This study enables customer orders for food and get it delivered accordingly and also to
reduce the long queues of customers at the counter ordering for food and to reduce the
workload on the employees. The system implements the following functions:
The waiter takes the order from the customer into his tablet, the customer can visualise the
order and bill, the administration has the authority to view daily, weekly or monthly reports
on profit, and lastly, the kitchen staff can prepare and serve the order. The administrator has
the authority to change the menu and view daily, weekly, or monthly reports on profit.
This study is basically conducted to know how consumers perceive online food delivery
services. The perception of consumers may vary under different circumstances from this
study, we can have a better understanding at online food delivery digital marketing. We will
know about the consumer perception regarding the services they provide in Gadhinglaj city
in Kolhapur district and get to know the variables affecting this perception. Therefore, these
findings may help the service providers to work upon these variables to fill up the gaps in
the mind-set of the consumers.
. The study is basically conducted to know how consumers perceive the online food delivery
services. The expectation and satisfaction of consumers may vary under different
circumstances. From this study, we can have a better understanding of the Online Food
Delivery Service Market. Therefore, these findings may help the service providers to work
upon on these variables to fill up the gaps in the mind-set of consumers.

1.7 IMPORTANCE OF THE STUDY
 The purpose of using methods to identify Customer satisfaction is to have an

understanding of their customers’ perspectives and what is making them unhappy.
 Knowing the customers better can help close the gap between their expectations and
the company’s performance and keep them loyal to the brand.
 The presence of communication between the company and the consumers helps in
being in the loop with the consumers.
 There is an establishment of feedback, suggestions, and grievances, which helps the
brand or the company to do better, to keep their customers delighted.
 Assessing Customer satisfaction allows an area of opportunity for the organisation to
do better and expand significantly.
 If the consumers are happy and satisfied, you can retain them for the longest time,
without the threat that the competitor brand would win them over.
 If your company is known to have generated brand loyalty, such a reputation helps
direct new users towards your brand.
 Keeping your customers happy can help in establishing a company strongly and
sustain them through generations.

1.8 RESEARCH METHODOLOGY
RESEARCH DESIGN:
The study is descriptive in nature. Descriptive research studies are those which are
concerned with describing character of a particular individual or a group.
SAMPLING METHOD
It is a collection consisting of a part or subset of the objects or individuals of population.

Which is selected for the purpose, representing the population sample obtained by collecting
Information only about some members of a population. Simple random sampling method is
adopted for the study with a sample size of 50 respondents.
AREA OF THE STUDY
Area of the study cover Gadhinglaj city.
SAMPLE SIZE
The total number of respondents taken for research is 50.
DATA COLLECTION METHOD
Questionnaire is used for systematic gathering of data from the respondents through
questionnaire.
TOOLS FOR ANALYSIS
Statistical tools used for the analysis are mean average, percentage, table &graph.
SOURCES OF DATA
Both primary and secondary data were collected from this study.

PRIMARY DATA
This objective of study has been accomplished with help of the primary data collected from
50 respondents. The pre- decided number of samples has been selected based on purposive
sampling method. The selected samples are met in person and the required have been
collected with help of a structured questionnaire, which included the information like age,
sex, occupation, income, awareness and opinion of online food ordering app
SECONDARY DATA
It consists of information that already exists somewhere, having been collected for another
purpose. Secondary data have been collected from websites, newspapers, magazines, records
and journals.

CHAPTER-2 THEORETICAL BACKGROUND
CUSTOMER SATISFACTION IN ONLINE FOOD DELIVERY APP
2.1 CUSTOMER SATISFACTION:
Customer is the recipient of a service, or a product, or an idea, obtained from a seller,

vendor or supplier via a financial transaction or exchange for money or for some other
valuable consideration Customer satisfaction often abbreviated as C Sat, it is a term
frequently used in marketing. It is a measure of how products and services supplied by a
company meet or surpass customer expectation. Customer satisfaction is defined as the “the
number of customers on % of total customer whose reported experience with a firm, its
products or services exceeds specified satisfaction goals. Customer Satisfaction is a key
indicator of performance and is often part of a balanced scoreboard. In a competitive world,
market place where business compete for customers, customer satisfaction is seen as a key
differentiator and increasingly has become a key element in business strategy.
Customer Satisfaction is the buzzword used by business people for success of organisations
in the present day. Due to the increase of heavy competition in every product – Line it
becomes difficult for the companies to retain the customers for a longer time. To retain the
Customer for a longer time the marketer has to do only one thing i.e. customer satisfaction
should be the main focus of an organisation because customers drive business. Collecting
customer satisfaction data can help your company determine what is working well with your
products, services, and internal processes, and what you need to improve or change
completely. In this article, you will learn what customer satisfaction is, how to measure it
effectively and why it’s important for the success of your business.

Customer satisfaction is defined as the measurement of how happy customers are with a
company’s product, services. Customer satisfaction is a measurement of how happy (or
unhappy) customers are with a company’s products, services, or experience. Customer
satisfaction consists of a customer’s perceived quality, value, and expectations of your
company and what you offer. This data can reveal major insights into how customers relate
to your brand and how they will interact with your brand in the future. And capabilities.
To study customer satisfaction and value. Having high performance of the business.
Attracting and relating to customers. Adding the benefits of people’s satisfaction.
Implementing total quantity management. Customer satisfaction should be of great concern
in all organizations. Customer satisfaction plays a key role in the growth of any
organisation. Customer satisfaction is one way in which an organisation gets established
and gains recognition among the public.
Customer satisfaction is the most common form of market research in business to business
(B2B) markets and is often connected to quality and production measurement, rather than as
straight marketing based research. Customer satisfaction provides a leading indicator of
customer purchase intentions and customer loyalty. Although sales or market share can
indicate how well a firm is performing currently, satisfaction is perhaps the best indicator of
how likely it is, that the firm’s customers will make further purchases in the future.
2.2 DEFINITION
Customer satisfaction is whether the buyer is satisfied after purchase depends on the offer’s
performance in relation to the buyer’s expectations. In general satisfaction is a person’s
feeling of pleasure or disappointment resulting from comparing a product’s perceived
performance (outcome) in relation to his or her expectations. Satisfaction is a function of
perceived performance and expectations. If the performances fall short of expectations, the
customer is disappointed. If the performance matches the expectations, the customer is
satisfied. If the performance exceeds expectations the customer is highly satisfied or
delighted. (Philip Kotler. 2000).

2.3 IMPORTANCE OF CUSTOMER SATISFACTION
Customer satisfaction is important because it provide marketers and business owners with a
metric that they can use to manage and improve their businesses.
Here are the top reasons why customer satisfaction is so important:
 It acts as leading indicator of customer repurchase intention and loyalty:
Customer satisfaction is the best indicator of how likely a customer will make a purchase in
the future. Asking customers to rate their satisfaction on a scale is a good way to see if they
will become repeat customers.
 It is a point of differentiation:
In a competitive market place where businesses compete for customers, customer

satisfaction is seen as a key differentiator. Business who succeed in these cut throat
environment are the ones that make customer satisfaction a key element of their business
strategy. Companies who offer amazing customer experiences create environments where
satisfaction is high and customer advocates are plenty. This is an example of where customer
satisfaction goes full circle. Not only can customer satisfaction help you keep a finger on the
pulse of your existing customers, it can also act as a point of differentiation for new
customers.
 It reduces customer churn:
An Accenture global customer satisfaction report (2008) found that price is not the main
reasons for customer churn, it is actually due to the overall poor quality of customer service.
Customer satisfaction is the metric you can use to reduce customer churn. By measuring and
tracking customer satisfaction you can put new processes in place to increase the overall
quality of your customer service.

 It is cheaper to retain customers than acquire new ones:
This is probably the most publicized customer satisfaction statistic out there. It costs six to
seven times more to acquire new customers than it does to retain existing customer.
Customers costs a lot of money to acquire.
2.4 FACTORS EFFECTING CUSTOMER SATISFACTION

 Quality of product or service:
Customers give prior importance to quality of the product or service. It is the first and
foremost thing that the customers consider. No amount of aggressive marketing can save a
product or service which is a poor quality.
 E -business:
The age of the internet has made finding products and services a snap. What used to take
minutes of flipping through a phone book now takes seconds on the web. E-mailing and
searching for products and services on the internet has become such a central reference
point, companies have invested millions in making sure access is extremely easy. Customers
are satisfied when there are two barriers, or at the very least, limited barriers to access a
service.
 Timely service:
When the product or services are not delivered or availed in time, the customer gets
dissatisfied. Excuses don’t fly when customers are counting on a service. One example is
the dreaded time window. In a society that demands instant results for everything from food
to foreign policy, a good business has to keep the wait time to a minimum.

 Separation from identical products:
In a market, there is usually more than one of the products, perhaps dozens. Word of mouth
certainly plays into customer satisfaction. If a product is a best one among several identical
products, then it is necessary to separate it from the rest, through marketing, customer
service and good- old fashioned product quality.
 Creation of sense of good value:
When a product or service costs more, but it is worth it, its value becomes acceptable to the
customer. When a consumer buys high priced products of big brands, the positive features of
the products or service should overweigh the cost, creating a strong sense of good value.
Good customer service also plays a vital role.
 Responsibility:
A company has a commitment to tell the truth. Hiding facts, figures and excessive print
doesn’t go far when it comes to a customer satisfaction. If a company doesn’t stand by its
product, or hassles the customer when a refund or exchange is in order that will stick. When
something goes wrong with a product or service, if the supplier goes above and beyond the
call of duty in taking responsibility, the end result is often that the customer is so impressed
with the supplier response, it neglects the original problem.
 A nice atmosphere:
Given the same product or service, the customer would rather shop at that place that offers a
clean, safe and well -organized environment. When you need a product that’s the same
brand and the same price, the store that’s psychologically more inviting will win out every
time.

 Purpose of customer satisfaction.
A business ideally is continuously seeking feedback to improve customer satisfaction.
Basic steps in customer satisfaction: -
• Ask customer if they like the product or service
• Fix it, improve and make changes
• Sell the improved products
• Assess the progress
Customer satisfaction provides a leading indication of consumer purchase intention and

loyalty. Customer satisfaction data are among the most frequently collected indicators of
market perception. Their principle is twofold: -
1. Within organization, the collection, analysis and dissemination of these data send a
message about the importance of tending to customer and ensuring that they have a positive
experience with the company’s goods and services.
2. Although sales or market share can indicate how well a firm is performing, currently
satisfaction are perhaps the best indicators of how likely it is that the firm’s customer will
make further purchase in the future. Much research has focused on the relationship between
customer satisfaction and retention studies indicates that the reunification of satisfactions is
most strongly realized at the extremes.
Customer satisfaction, is measured at the individual level, but it is almost always reported at
an aggregate level. It can be and often is measured along various dimension. A hotel, for
example might ask customers to rate their experience with front desk and check in service

with the room, with the amenities in the room with restaurants and so on. Additionally, in a
holistic serve, the hotel might ask about overall satisfaction with your stay.
CHAPTER-3 INTRODUCTION TO ORGANISATION
JUNKET ONLINE FOOD DELIVERY SERVICES
3.1 INTRODUCTION:
Online food ordering is the process of ordering food from a website or other application.
The product can be either ready-to-eat food (e.g., direct from a home-kitchen, restaurant, or
a ghost kitchen) or food that has not been specially prepared for direction consumption (e.g.,
vegetables direct from a farm/garden, fruits, frozen meats. etc.).
When JUNKET launched, it aimed to be the best restaurant search and discovery platform in
the Gadhinglaj area of Kolhapur district. It was launched on 8th February 2021. It had the
names of various restaurants, their menu, their prices, reviews, and other details. It provided
in-depth information on over 40+ restaurants and cafes also with a number of 2500+
customers.
3.2 HISTORY OF ORGANISATION AND THE PRESENT POSITION:
Over the months, it has converted itself into an online food delivery platform. People can
now order food from the restaurants near them using their app. Junket has delivery
executives who pick up the order from the eatery and deliver it to the address provided by
the customer.
3.3 INDUSTRY PROFILE:
Ordering food online with the swipe of a finger has become nothing less than a cakewalk for
most of us. There are a number of applications that are essentially designed to ease people’s
lives, especially when most of the people live away from home trying to make a living on
their own. And no matter how healthy cooking own meals would be, it is not always
possible to do so, given the hectic lives

3.4 ORGANISATION STRUCTURE:
The Business Model:
The business model is based on providing local restaurants search services and collecting
data on food menus, contacts and providing relevant information to their customers. The
main channels for JUNKET are the mobile applications and its online website.
The target audience of the company are the users who try to find local restaurants of various
cuisine and restaurants who want their name to reach a large number of people.
JUNKET also caters to customers that prefer home delivery, it helps out database and
market research companies. While the online service is built with mandatory rating
mechanism.
Restaurant Listings and Advertising
JUNKET first started out as a restaurant search and rating services. This brought in the
advertising revenues from restaurants who joined the platform. They further extended this
feature to food delivery and restaurant reservations, for this JUNKET charges commissions
from restaurants that want to be placed on the feed. Advertising is the major source of
revenue for JUNKET. The restaurants can promote their banner on the site in order to get
better visibility and appeal to a large section of the audience via JUNKET.
Food Delivery
Through the food delivery business, JUNKET charges a commission to the restaurants on
the basis of orders. The company earns through restaurants who pay a commission for each
delivery, which is then spilt among the delivery partners and the company. However, the
online food delivery only contributes a low percentage of income compared to other revenue
streams because of the huge competition and the need to provide deep discounts etc.

3.5 PRODUCTS AND SERVICES OFFERED:
JUNKET provides the best service of food delivery using the app. JUNKET mostly provides
food based on breakfast, dinner and lunch. Also, JUNKET receives big orders for events and
also supplies the necessary requirements related to food and beverages.
3.6 MILESTONES ACHIEVED
In the time of 9 months’ company got too many transactions also they got too many people
that started using the JUNKET app.
3.7 MARKETING SCENARIO / STRATEGY:
Basically the JUNKET wants to clarify the groupies of the customers and then wants to
know how much people will attract through digital marketing and remaining will attract to
physical marketing like posters and pamphlets and digital flexes.
So further, for marketing, the JUNKET makes use of social media marketing which refers to
the use of social media and social networks to market a company’s products and services. It
makes use of different types of social media ex. WhatsApp, Instagram, Facebook, etc.
JUNKET is active on Instagram, Facebook, and WHATSAPP. As of July 2021, it has 402
followers on Instagram.
JUNKET engages with the audience by posting on trendy topics. The brand understands the
audience’s nature. Hence, it content that makes users share it, comment on it and view it
again and again. It utilizes trendy topics and posts simple images in order to interact with
viewers online.
3.8 FUTURE PLANS: JUNKET has hinted that a large chunk of its future investments will
go into quick commerce, which refers to delivery of products under 30 minutes. The
competition is hoting up in space, with SS FOOD SERVICES and EBOYO.

FREQUENCY OF USAGE OF FOOD DELIVERY APPS:
The usage of different food delivery apps among the selected samples. As per the data
collected, we can analyse that the JUNKET food delivery app is among the most preferred
food apps by consumers followed by SS FOOD DELIVERY SERVICES and EBOYO
FOOD DELIVERY
USAGE OF APPS: USAGE OF APPS AS PER THE RESPONDENTS
APPS:
JUNKET 60%
SS FOOD SERVICES 30%
EBOYO 10%
TOTAL 100%

USAGE OF APP
10%
30%
60%
JUNKET SS FOOD SSERVICES EBOYO
PAYMENT OPTIONS:
The payment options open to customers are cash on delivery, net banking, payment portals,
and debit or credit cards. Out of these from our research, we find that cash on delivery is
most preferred by the customers 60% followed by debit/ credit card payments- 10% and net
banking with 30%.

PAYMENT OPTION
10%
30%
60%
CASH IN DELIVERY NET BANKING DEBIT CARDS
PAYMENT OPTIONS PERCENTAGE
CASH IN DELIVERY 60%
NET BANKING 30%
DEBIT CARDS 10%
CHAPTER-4 DATA ANALYSIS AND INTERPRETATION
4.1 DATA COLLECTION:
The data has been collected by both i.e. primary and secondary sources. Primary data
includes information collected through questionnaire-based on attitudes and perceptions of
customers using food delivery apps in the Gadhinglaj area of Kolhapur district. Secondary
data included collecting information about various apps, the industry position, etc. from the
various portals from the internet, journals, magazines, etc.

Sample size: The total sample size was 50 respondents, out of which a major portion was
Gen Z i.e. people of the age group 20-25 years.
Research Tools: Following research tools were used to do analyses and to draw
conclusions
Descriptive analysis
4.2 ANALYSIS AND INTERPRETATION:
To understand the behaviour of customers regarding the usage of food delivery apps, the
socioeconomic characteristics of the customers were studied. They are the important
variables as they decide the consumption pattern and customer behaviour regarding these
apps. Generally, it is believed that the income, age, and education of the customer vary
impact the usage pattern of mobile apps
 RESPONSE PERCENTAGE BASED ON THE AGE OF THE RESPONDENT:
Table 4.1 SHOWING THE AGE OF THE RESPONDENTS
Age Frequency Percentage

17-18 1 2
19-20 2 4
21-22 5 10
23-24 27 54
25-26 15 30
Total 50 100

Figure 4.1 SHOWING AGEWISE CLASSIFICATION OF RESPONDENT
30
25
20
15
10
0
17-18 18-19 19-20 20-21 21-22
Interpretation: The table 4.1 shows age wise classification of respondents it, reveals that 2%
of the total respondents is aged between 17-18, 4% is aged between 19-20, 10% of the
respondents aged between 21-22, 54% belongs to the age group 23-24, and 30% belongs to
the age group 25-26.

 RESPONSE PERCENTAGE BASED ON THE GENDER OF THE

RESPONDENTS:
Table 4.2 SHOWING THE GENDER OF THE RESPONDENTS
Gender Frequency Percentage
Male 25 50
Female 25 50
Total 50 100

Figure 4.2 SHOWING THE GENDER OF THE RESPONDENTS
60
50
40
30
20
10
0
Male Female
Interpretation: Table 4.2 shows gender wise classification of respondents. It reveals that 50%
of the respondents are male and the other 50% of the respondents are female.

 RESPONSE PERCECNTAGE BASED ON THE EDUCATION QUALIFICATION

OF THE RSPONDENTS
Table 4.3 SHOWING THE EDUCATION QUALIFICATIONS OF THE RESPONDENTS
Qualification Frequency Percentage
Degree 43 86
P.G 7 14
Total 50 100

Figure 4.3. 3 SHOWING THE EDUCATION QUALIFICATIONS OF THE

RESPONDENT
100
90
80
70
60
50
40
30
20
10
0
Degree P.G
Interpretation: Table 4.3 shows education qualification wise classification, it reveals that
86% of the respondents are degree students and the remaining 14% of the respondents are
P.G students.

 RESPONSE PERCENTAGE BASED ON HOW OFTEN THE RESPONDENTS

ORDER FOOD ONLINE
Table 4.4 SHOWING HOW OFTEN THE RESPONDENTS ORDEER FOOD ONLINE
Particulars Frequency Percentage
Daily 4 8
Weekly 9 18
Monthly 37 74
Total 50 100

Figure 4.4 SHOWING HOW OFTEN THE RESPONDENTS ORDEER FOOD ONLINE
80
70
60
50
40
30
20
10
0
Daily Weekly Monthly
Interpretation: From the above figure 4.4 we can understand that 74% of the whole
respondent’s order food online in monthly basis, 18% of the respondents make orders in
weekly basis and 8% order food online on daily basis.

 RESPONSE PERCENTAGE BASED ON FROM WHERE DID THE

RESPONDENTS CAME TO KNOW ABOUT THE JUNKET
Table 4.5 SHOWING FROM WHERE DID THE RESPONDENTS KNOW ABOUT
JUNKET
Source Frequency Percentage

Television 2 4
Friends 10 20
Online advertisements 36 72
Newspaper 0 0
advertisements
Family 2 4
Total 50 100

Figure 4.5 SHOWING FROM WHERE DID THE RESPONDENTS KNOW ABOUT
JUNKET
80
70
60
50
40
30
20
10
0
Television Friends Online Newspaper Family
advertisements advertisements
Interpretation: From the above figure it is found that 72% of the respondents came to know
about JUNKET through online advertisements, 20% respondents through friends, 4%
respondents through family, 4% of respondents through television and there are no
respondents who got to know about JUNKET from newspaper advertisements.

 RESPONE PERCENTAGE BASED ONHOW LONG THE RESPONDENTS HAVE

BEEN USING THE JUNKET SERVICES
Table 4.6 SHOWING HOW LONG THE RESPONDENTS HAVE BEEN USING THE
JUNKET SERVICES
.
Duration Frequency Percentage
Less than 1 Month 20 40
1-2 Month 14 28
More than 3 month 12 24
More than 6 month 4 8
Total 50 100

Figure 4.6 SHOWING HOW LONG THE RESPINDENTS HAVE BEEN USING THE
JUNKET SERVICES
45
40
35
30
25
20
15
10
0
more than 3
Less than 1 month 1-2Month More than 6 month
month
Interpretation: From the above figure it is found that 40% of respondents started using
JUNKET in less than a month, 28% respondents started using it for 1-2 months, 24%
respondents started using it for 2-3 months and 8% respondents have been using it for more
than 3 months.

 RESPONSE PERCENTAGE BASED ON RESONS FOR CHOOSING JUNKET
Table 4.7 SHOWING REASONS FOR CHOOSING JUNKET

Price 1 2
Quality 3 6
Special offers 25 50
Quantity 0 0
Delivery speed 10 20
Variety of foods 11 22
Total 50 100

Figure 4.7. SHOWING REASONS FOR CHOOSING JUNKET
60
50
40
30
20
10
0
Price Quality Special offers Quantity Delivery speed Variety of
foods
Interpretation: From the above figure it is found that 2% respondents chose JUNKET due to
it’s product price, 6% respondents due to its quality, 50% due to special offers, 20% due to
its delivery speed, 22% due to variety of foods that they are providing and no respondents
considering quantity for choosing JUNKET.

 RESPONSE PERCENTAGE BASED ON HOW WOULD THE RESPONDENTS

COMPARE THE SERVICE OFFERED BY THE JUNKET WITH OTHER
COMPANIES
Table 4.8 SHOWING HOW WOULD THE RESPONDENTS COMPARE THE SERVICE
OFFERED BY JUNKET WITH OTHER COMPANIES

Much better 11 22
Somewhat better 17 34
About the same 17 34
Somewhat worse 4 8
Much worse 1 2
Total 50 100

Figure 4.8 SHOWING HOW WOULD THE RESPONDENTS COMPARE THE SERVICE
OFFERED BY JUNKET WITH OTHER COMPANIES
40
35
30
25
20
15
10
5
0
Much better Somewhat better About the same Somewhat worse Much worse
Interpretation: From the above figure we can analyse that 22% respondents found JUKET
much better than other food delivery applications, 34% of the respondents found it
somewhat better than other food delivery applications, 34% respondents about the same
opinion compared to other applications, 8% respondents feels that JUNKET somewhat
worse than other applications and 2% of people found JUNKET much worse than other food
delivery applications.

 RESPONSE PERCENTAGE BASED ON HOW USER FRIENDLY IS THE

JUNKET APP
Table 4.9 SHOWING HOW EASY IS TO USE THE JUNKET APP
Extremely easy 17 34
Somewhat easy 31 62
Not so easy 2 4
Not easy at all 0 0

Figure 4.9. SHOWING HOW USER FRIENDLY IS THE JUNKET APP
70
60
50
40
30
20
10
0
Extremely easy Somewhat easy Not so easy Not easy at all
Interpretation: From the above figure it is found that 34% respondents are of the view that it
is extremely easy to use the JUNKET app, 62% respondents find it somewhat easy, 4%
says that it is not so easy and no respondents find it not easy at all to use the JUNKET APP.

 RESPONSE PERCENTAGE BASED ON EXPECTATION AND SATISFACTION

OF PRICE RANGE

Table 4.10 SHOWING THE EXPECTATIONS AND SATISFACTION PRICE RANGE

OF REPSONDENTS TO THE JUKET
Expectation Frequency Weight Total Satisfaction Frequency Weight Total
Excellent 2 5 10 Strongly 2 5 10
satisfied
Very good 2 4 8 Satisfied 33 4 132
Good 20 3 60 Neutral 13 3 39
Fair 24 2 48 Dissatisfied 1 2 2
Poor 2 1 2 Strongly 1 1 1
dissatisfied
Total 50 15 128 Total 50 15 184

Figure 4.10 EXPECTATION AND SATISFACTION ON PRICE
3.5
2.5
1.5
0.5
0
Average of expectation Average of satisfaction
Interpretation: Table 4.10 shows the expectation and satisfaction of JUNKET customers on
product price. From the table it is clear that the average expectation is 2.56 and average
satisfaction is 3.68. Therefore, satisfaction on price is higher that expectation on price.

 RESPONSE PERCENTAGE BASED ON THE OVERALL SATISFACTION OF

THE RESPONDENTS
Table 4.11. SHOWING THE OVERALL SATISFACTION OF THE RESPONDENTS
Particulars Satisfaction (Sum) Average
Price 184 3.68
Application 191 3.82
Food quality 188 3.76
Packaging 190 3.8
Responsiveness 179 3.58
Delivery speed 195 3.9

Figure 4.11. OVERALL SATISFACTION OF THE RESPONDENTS
Interpretation: Table 4.16 shows the satisfaction comparison of various factors of JUNKET
from the table it is clear that average of satisfaction on delivery speed is 3.9, it is higher than
all the other factors

 RESPONSE PERCENTAGE BASED ON WHETHER THE RESPONDENTS

WILL RECOMMEND JUNKET SERVICES TO OTHER
Table 4.12 SHOWING WHETHER THE RESPONDENTS WILL RECOMMEND

JUNKET SERVICES TO OTHERS
Yes 40 80
No 10 20
Total 50 100

Figure 4.18 SHOWING WHETHER THE RESPONDENTS WILL RECOMMEND

JUNKET SERVICES TO OTHERS
PARTICULARS
20% YES
NO
80%
Interpretation: From the above figure it is found that 80% of the respondents said that they
will recommend JUNKET to others and 20% respondents will not recommend it to others.

CHAPTER-5 FINDINGS AND SUGGESTIONS
5.1 FNIDNGS OF THE STUDY:
 The majority of the respondents are female.

 There is equal number of gender both male and female in respondents
 So according to the graph, education qualification of the respondents is mostly
graduate.
 The result is that mostly the respondents order food monthly
 Therefore, the result is that most of the respondents came know about JUNKET
through online advertisements
 Therefore, the result is that most of the respondents have been using JUNKET in less
than a month.
 Therefore, the results are that most of the respondents’ reason for using the
JUNKET is of special offers offered by them.
 From above the results are that respondents are somewhat satisfied with the service
offered by the JUNKET services.
 Most of the respondents found easy to use the JUNKET app.
 Therefore, from above the result is that, satisfaction on price is higher that on
expectation of the price.
 Therefore, respondents are having more satisfaction on the delivery speed of
JUNKET.
 Most of the respondents agrees for recommendation of the JUNKET services.

5.2 SUGGESTIONS OF THE STUDY
Restaurants operators should increase online ordering and simple addition of new
distribution channels to attract the customers. Online orders are welcomed but quality &
quantity services should be maintained correctly.
As most of the customers use telephone and mobile phones to order online, restaurant
operators should encourage them by responding effectively to telephone calls that provide
human interaction. Customers face a lot of chachallenges as the site is slow thus the
restaurant operators must know some technique to place the order quickly and effectively.
Even the retail stores have to develop online stores in order to withstand the market and
future benefits.
Restaurants should focus on giving their customers the best quality and various options on
choosing the variety of food stuff more and more customers 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 customers are uncomfortable with the recent upcoming
technology. This app can be integrated with social media such as Facebook, twitter etc. to
facilitate customers. It is easy to use and save time but it has to be developed in order to
place more order

CHAPTER-6 CONCLUSION
The online food ordering app system will be helpful for the hotels and restaurants to increase
the scope of the business by helping users to give orders online. This study was to find the
awareness level, preference and satisfaction derived by the consumer and also to find which
factors influence customers to buy food online from food ordering app. The purpose of this
online food ordering system is basically to save the time of the customers especially when
he/she has to invite people for any occasion. The chief reason for electronic ordering is
convenience. The single most important attribute of electronic ordering is accuracy.
Customers who evaluate service quality based on interactions with employees won’t want to
use self-service ordering. Similarly, customers who are uncomfortable with technology may
be reluctant to try an electronic self-service site because they may be afraid of getting
tangled up in the technology. It shows that perceived control and convenience are keys to
customer use of online ordering which leads to higher satisfaction. Young customers are
more likely to use online, mobile or text ordering. Young customers place a greater value on
convenience and speed than older users do. Almost all users feel safe paying online. The
Service rendered by the food ordering app is the major factor behind its success

BIBLIOGRAPHY
En.wikipedia.org/wiki/online food ordering applications in India.
Shodhganga.inflibnet.ac.in
http://www.scribd.com
https://en.m.wikipedia.org
www.ijariie.com © IEOM Society International Bus Business research Method –Vinod

Kothari. C.R (2004): ‘Research Methodology Methods & Techniques’, New Age
International Publishers, New Delhi, 2nd Edition. Richard I. Levin, David S. Rubin (2004):
‘Statistics for Management’, Prentice Hall of India Private Limited, New Delhi, 7th Edition.

FEEDBACK
QUESTIONAIRE
THE FOLLOWING ARE THE SAMPLE IN DEPTH INTERVIEW QUESTIONS:
NAME:
AGE:
GENDER:
1. Do you order food online?

o Yes
o No
2. If yes, from which company do u order?
o JUNKET
o EBOYO
o SS FOOD SERVICES
3. How often you order food online?
o Daily
o Weekly
o Monthly
4. Which meal you typically order online?
o Breakfast
o Lunch
o Snacks
o Dinner
5. In general, how do you prefer to order food online?
o Over the mobile app
o Over the website others

6. What is the approximate money you prefer to spend when you order food online per
time?
o Less than 150
o less than 250
o less than 500
o more than 500
7. Why do you prefer online food ordering app?
o Faster delivery
o Convenient
o Time saving
o Money saving
o All of the above
8. Which company service are good in quality service?
o JUNKET
o EBOYO
o SS FOOD SERVICES
9. Which app or website has easy access for ordering food online?
o JUNKET
o EBOYO
o SS FOOD SERVICES
10. Which company provides best offers and discounts?

o JUNKET
o EBOYO
o SS FOOD SERVICES

11. How often you order food online?

o Daily
o Weekly
o Monthly
12. From where you got to know about JUNKET?
o WHATSAPP
o o Friends
o Online Advertisements
o o Newspaper Advertisements
o Family
13. . How long have you been using JUNKET?

o Less than of 1-2 months
o 2-3 months
o More than 3 months
14. What are the reasons for choosing JUNKET?

o Price o Quality
o Special offers
o Quantity delivery speed
o Variety of foods
15. How would you compare the services offered by JUNKET with other companies?
o Much better o Somewhat better o About the
same o Somewhat worse

o Much worse
16. How user friendly is to use the JUNKET app?

o Extremely easy
o o Somewhat easy
o o Not so easy
o Not easy at all
17. . What are the reasons for choosing JUNKET?
o Price
o Quality
o Special offers
o Quantity
o Delivery speed
o Variety of foods
18. Expectations about JUNKET before using it
EXCELLENT VERY GOOD FAIR POOR

GOOD
PRICE
APPLICATION
FOOD QUALITY
PACKAGING
RESPONSIVENESS

19. Satisfaction on using JUNKET app
STRONGL SATISFIE NEUTR DISSATISFI VERY

Y D AL ED DISSATISFI
SATISFIE ED
D
PRICE
APPLICATION
FOOD
QUALITY
PACKAGING
RESPONSIVEN
ESS
DELIVERY
SPPED
20. Would you recommend for using the JUNKET app for food delivery services?
o Yes
o No

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SHIVAJI UNIVERSITY, KOLHAPUR CUSTOMER SATISFACTION

CHAPTER -1 INTRODUCTION TO THE STUDY

Customer satisfaction is defined as ‘the number of customers, or percentage of total

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1.2 STATEMENT OF RESEARCH PROBLEM

This system is revolutionizing the present restaurant industry. Consumer preference is

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1.3 LITERATURE REVIEW

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1.4 OBJECTIVES OF THE STUDY

 To know about the expectation and satisfaction level of respondents towards

1.5 HYPOTHESIS OF THE STUDY

 There is significant association between gender and satisfaction levels of the

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1.6 SCOPE OF THE STUDY

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1.7 IMPORTANCE OF THE STUDY

 The purpose of using methods to identify Customer satisfaction is to have an

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1.8 RESEARCH METHODOLOGY

It is a collection consisting of a part or subset of the objects or individuals of population.

AREA OF THE STUDY

Area of the study cover Gadhinglaj city.

The total number of respondents taken for research is 50.

DATA COLLECTION METHOD

TOOLS FOR ANALYSIS

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CHAPTER-2 THEORETICAL BACKGROUND

CUSTOMER SATISFACTION IN ONLINE FOOD DELIVERY APP

2.1 CUSTOMER SATISFACTION:

Customer is the recipient of a service, or a product, or an idea, obtained from a seller,

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2.3 IMPORTANCE OF CUSTOMER SATISFACTION

 It acts as leading indicator of customer repurchase intention and loyalty:

In a competitive market place where businesses compete for customers, customer

 It reduces customer churn:

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 It is cheaper to retain customers than acquire new ones:

2.4 FACTORS EFFECTING CUSTOMER SATISFACTION

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 Separation from identical products:

 Creation of sense of good value:

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 Purpose of customer satisfaction.

A business ideally is continuously seeking feedback to improve customer satisfaction.

Basic steps in customer satisfaction: -

• Ask customer if they like the product or service

• Fix it, improve and make changes

• Sell the improved products

• Assess the progress

Customer satisfaction provides a leading indication of consumer purchase intention and

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CHAPTER-3 INTRODUCTION TO ORGANISATION

JUNKET ONLINE FOOD DELIVERY SERVICES

3.2 HISTORY OF ORGANISATION AND THE PRESENT POSITION:

3.3 INDUSTRY PROFILE:

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3.4 ORGANISATION STRUCTURE:

The Business Model:

Restaurant Listings and Advertising