QUALITATIVE RESEARCH

Coding and Thematic Analysis

Restaurant Name: Jalpaan, Adyar

MDP: How to increase the customer ratings and obtain positive reviews for the restaurant on
Zomato?

Exploratory Research: Analysis of Qualitative secondary data on Zomato to identify probable cause
using coding and thematic analysis.

Qualitative secondary data is given below from first five customers who gave 3 or below ratings:

1. Atishay Sharma (Rating 3)

The food is decent. But the quality looks on the downside compared to what they charge. Ambience
was okay. Not on the hygienic side (putting spoons directly on the mopped table)

2. Ramya Ramakrishnan (Rating 2)

We picked this place for lunch during office hours as most of us were vegetarians and it had decent
rating near our office. We picked the buffet over all carte as it was supposed to be their specialty.
The soups provided weren’t exactly flavorful but felt good for the weather. The kati roll in the starter
was the only one we enjoyed the most. The others were just mediocre. And the main course was
again mediocre. So till the main course I would say it’s a decent buffet place for pure vegetarians
because the dessert section is a huge let down. First thing there was not much variety. The cupcake
was hard and ice cream wasn’t creamy. Overall wouldn’t recommend this place.

3. Abhikarsh Gupta (Rating 3)

Great food. Huge variety in Buffet.

Staff not so friendly and its visible that they are not happy while serving you in the first place.
Still would recommend it for the food it offers.

4. Divya Venkat (Rating 2)

First, it was nothing like The jalpaan experience! The tapioca was undercooked. Loved the love icon
however there was no orange margarine to our disappointment. That’s when we learnt there was a
different menu for all the three outlets. Nobody to serve and attend to you when yu enter. No
prompt service. What I liked: the platter of starters except for tapioca. Dislike:service, ambience and
taste. Hope to visit again and change my mind but my family would always prefer Saligramam outlet

5. Karthick Ap

Food was great. Buy really had a tough time in getting my order placed. I opted for All carte, but the
the waiter or service men were concentrating only on the tables with Buffet option. Really really
frustrated wasted 30 minutes only search for a person whom I can place order.

I liked the 'litchi ki tehri'. However people who wish to be here and that too for a Ala carte make
sure u have enough patience to search.
1. Atishay Sharma (Rating 3)

The food is decent. But the quality looks on the downside compared to what they charge. Ambience
was okay. Not on the hygienic side (putting spoons directly on the mopped table)

2. Ramya Ramakrishnan (Rating 2)

We picked this place for lunch during office hours as most of us were vegetarians and it had decent
rating near our office. We picked the buffet over all carte as it was supposed to be their specialty.
The soups provided weren’t exactly flavorful but felt good for the weather. The kati roll in the starter
was the only one we enjoyed the most. The others were just mediocre. And the main course was
again mediocre. So till the main course I would say it’s a decent buffet place for pure vegetarians
because the dessert section is a huge let down. First thing there was not much variety. The cupcake
was hard and ice cream wasn’t creamy. Overall wouldn’t recommend this place.

3. Abhikarsh Gupta (Rating 3)

Great food. Huge variety in Buffet.

Staff not so friendly and its visible that they are not happy while serving you in the first place.
Still would recommend it for the food it offers.

4. Divya Venkat (Rating 2)

First, it was nothing like The jalpaan experience! The tapioca was undercooked. Loved the love icon
however there was no orange margarine to our disappointment. That’s when we learnt there was a
different menu for all the three outlets. Nobody to serve and attend to you when yu enter. No
prompt service. What I liked: the platter of starters except for tapioca. Dislike:service, ambience and
taste. Hope to visit again and change my mind but my family would always prefer Saligramam outlet

5. Karthick Ap

Food was great. Buy really had a tough time in getting my order placed. I opted for All carte, but the
the waiter or service men were concentrating only on the tables with Buffet option. Really really
frustrated wasted 30 minutes only search for a person whom I can place order.

Atishay Sharma Ramya Abhikarsh Gupta Divya Venkat Karthick Ap

Ramakrishnan
Low in Value for Bad Experience Great food overall
money Vegetarians Good variety in
buffet No service staff poor order placing
Ambience okay Ratings fairly okay service
Staff service poor No staff to greet
Hygiene poor Soup quality not service not giving
good Recommendation Poor prompt equal preference
only for food service to all customers
Food mediocre
quality Starters overall Frustration
good
Decent buffet Time waste in
Poor service placing order
Dessert quality
poor Poor ambience

Lack variety in Poor taste

Desserts

Desserts bad
quality

Negative
recommendation

Primary Themes Sub-Themes Customer Quotations

Staff service poor
Poor service quality
No service staff
(3)
No staff to greet

Poor prompt service

Poor service

poor order placing service

service not giving equal

preference to all customers

Time waste in placing order

Dessert quality poor

Poor Dessert quality and
variety Lack variety in Desserts

Desserts bad quality

(1)
Negative recommendation
Bad Experience &
Recommendation Recommendation only for food

(4) Bad Experience

Frustration

Food mediocre quality

Mediocre Buffet food quality
Decent buffet
(3)
Poor taste

Great food overall

Ambience okay
Poor Ambience
(2) Poor ambience

Poor Hygiene Hygiene poor

(1)

Low Value for money (1) Low in Value for money

Soup quality not good
Starters Mediocre
(2) Starters overall good

Customer Type (1) Vegetarians