A PROJECT REPORT ON

COMPARATIVE ANALYSIS BETWEEN

ZOMATO AND SWIGGY

BENGAL INSTITUTE OF BUSINESS STUDIES

KOLKATA

SUBMITTED BY.
AKASH DEY
MBA(MARKETING)
UNDER THE GUIDANCE OF
SULAKSHANA SINHA

YEAR:
2022
 ACKNOWLEDGEMENT
I would like to express my special thanks of gratitude to my
teacher, Mrs. Sulakshana Sinha for give me this golden
opportunity to do this wonderful project on the topic
(Comparative Analysis between Zomato and Swiggy),which
also helped me in doing a lot of research and I came to know
about so many new things,
Mrs. Sulakshana Sinha for guiding me in research work and
finally to all the respondents who helped me carry out this
survey.
Secondly, I would also like to thank my parents and friends
who helped me a lot in finalizing this project within the
limited time frame.
 DECLARATION
AKASH DEY hereby declare that this project is the record of
authentic work carried out by me during the academic year
1st Feb 2022 to 30th April 2022 and has not been submitted in
any other college or institute towards the award of any
degree

Place :- Name:-
Date:-
 ABSTRACT
Startups in India become a talk of the town in world
business scenario. Youngsters are coming up with
innovative concepts to counterpart untouched
concerned area of consumers. Currently Indian Online
food market is$350billion.Food technology in broad
area, online food delivery apps are just part of it. This
conceptual study will give more insight about emerging
innovative technologies in restaurant industry and
strategies followed by online food start ups Zomato,
Swiggy. From this research paper we would understand
drivers of online food sites. Different services given by
application that makes consumers happy and
satisfied .Comfort and Convenience which makes
consumer more inclined towards online food ordering.
The research concluded that due to urbanization in
Indian landscape, online food delivery applications are
growing with flying colors. Future of online food ordering
website is bright. Facilities, Comfort, User friendliness
are the key features of online websites success.
 TABLE OF CONTENTS
SL CONTENTS PAGE
NO. NO.
1 Introduction
2 Literature Review
3 Research
Objective/Research
Gap
4 Research
Methodology
5 Research Finding
and Analysis
6 Recommendation
and Suggestion
7 Limitations of the
Study and Scope of
Future Research /
Further Studies
8 Conclusion
9 References
10 Appendix
 INTRODUCTION

Service sector in India is

dependent on the Hospitality
industry as it has emerged as
one of
the main industry in India in 21
st
century. The needs and desires
of the people has been taken
care by hospitality industry over
the time (Prajogo & Sohal,
2006). It is very frequent to find
customer loyalty and customer
satisfaction as prime aspects in
the hospitality industry which
indeed are dependent on the
products and services supplied
by the company meeting the
expectations of the customers.
According to Boston
Consulting group in 2015 the
foo
Service sector in India is
dependent on the Hospitality
industry as it has emerged as
one of
the main industry in India in 21
st
century. The needs and desires
of the people has been taken
care by hospitality industry over
the time (Prajogo & Sohal,
2006). It is very frequent to find
customer loyalty and customer
satisfaction as prime aspects in
the hospitality industry which
indeed are dependent on the
products and services supplied
by the company meeting the
expectations of the customers.
According to Boston
Consulting group in 2015 the
foo
Service sector in India is
dependent on the Hospitality
industry as it has emerged as
one of
the main industry in India in 21
st
century. The needs and desires
of the people has been taken
care by hospitality industry over
the time (Prajogo & Sohal,
2006). It is very frequent to find
customer loyalty and customer
satisfaction as prime aspects in
the hospitality industry which
indeed are dependent on the
products and services supplied
by the company meeting the
expectations of the customers.
According to Boston
Consulting group in 2015 the
foo
Service sector in India is
dependent on the Hospitality
industry as it has emerged as
one of
the main industry in India in 21
st
century. The needs and desires
of the people has been taken
care by hospitality industry over
the time (Prajogo & Sohal,
2006). It is very frequent to find
customer loyalty and customer
satisfaction as prime aspects in
the hospitality industry which
indeed are dependent on the
products and services supplied
by the company meeting the
expectations of the customers.
According to Boston
Consulting group in 2015 the
foo
Service sector in India is
dependent on the Hospitality
industry as it has emerged as
one of
the main industry in India in 21
st
century. The needs and desires
of the people has been taken
care by hospitality industry over
the time (Prajogo & Sohal,
2006). It is very frequent to find
customer loyalty and customer
satisfaction as prime aspects in
the hospitality industry which
indeed are dependent on the
products and services supplied
by the company meeting the
expectations of the customers.
According to Boston
Consulting group in 2015 the
foo
Service sector in India is dependent on the Hospitality
industry as it has emerged as one of the main industry in
India in 21st century. The needs and desires of the people
has been taken care by hospitality industry over the time
(Prajogo & Sohal, 2006). It is very frequent to find customer
loyalty and customer satisfaction as prime aspects in the
hospitality industry which indeed are dependent on the
products and services supplied by the company meeting
the expectations of the customers. According to Boston
Consulting group in 2015 the food market in India was
around 23 trillion Indian rupees and it is expected to reach 42
lakh crores by 2020.Technology is playing its key role in
revolutionizing the food service delivery experiences.
Dependency of technology has led customers to use online
food delivery options to customize their meals with their
preferences and get them reach their doorsteps with few
clicks on mobile devices. Online food delivery services
provide aids in terms of convenience, saving time and effort
for the customers which is enough reasons to get used
to these services. An increase in the food delivery services
available to the customers and services offered have resulted
in an increase in terms of customer expectations from these
services .The services are convenient enough to search for
restaurants with desired cuisines. Entire menu remains
displayed on the app service and the customer can
choose from the menu with a click of a button. These app
services differ in terms of features offered and customer
values systems. This research paper aims to study analyze the
views of the customers using Zomato, Swiggy and uber eats
in Kolkata.
Zomato:- Zomato was started by Deepinder Goyal and Pankaj
Chaddah in year 2008 from India. It is a restaurant search and
discovery service providing restaurant locations and menus
to the customers along with images of the food dishes and
reviews given by previous customers. Initially the services
were started under the name Foodie bay and in November
2010 the name was changed to Zomato as the brand name
of the company. Zomato has reached heights of success and
is operational in 24 countries around the globe.
Swiggy:-Nandan Reddy, Rahul Jaimini and Sriharsha
Majety from Bangalore have started are the founders of
the food delivery company Swiggy. Company was started in
2014 and is operated by Bundl Technologies Private Limited
having a valuation of $1.3 billion and its total funding around
is $465.5 million. A study on the relevant literature has been
described below followed by the survey and its results.
Finding and conclusions of the responses from the customers
in the specified location are also shown in the paper.
 LITERATURE REVIEW

Serhat Murat Alagoz & Haluk Hekimoglu (2012)

determined a noticeable growth in e-commerce with a
substantial speed worldwide, similarly food industry has
been noticed to grow by the time. Researchers have used
Technology Acceptance Model (TAM) model to study the
online food ordering system. Ease and usefulness of the
online ordering and delivery services has been emphasized
as a major factor towards the acceptance and growth of
these services. Varsha Chavan et al. (2015) in their studies
aimed to gauge the impact smart device based interface on
business management and service delivery have concluded
them as a supporting factor for restaurants in taking orders
and delivering foods with more convenience. Authors have
stated online services as more convenient, user friendly
and most effective tools for food businesses.
Ansar Z.& Jain S. (2016) specified the growth in the
ecommerce industry as prime factor for the success of online
food ordering and delivery services. Research has mentioned
that more than 400 food delivery apps are nurturing in India
with a funding of about $120 million from venture capital
firms and other such investors. Considering the fact that a
minimum 3 meals are consumed by each individual in a day
the food industry is called as a repetitive business industry
which attracts the interest of investors and
entrepreneurs towards this growing business segment.
H.S. Sethu & Bhavya Saini (2016) have wonderfully
investigated the perception, behaviour and satisfaction of
students towards online food ordering and delivery services.
The study emphasized the online food ordering and
delivery services helping students in time management
and having their favourite food at any time of the day.
Researchers have also revealed that easy access to internet
as one of the supporting factor to the use of such services by
the students Leong Wai Hong (2016) in his studies has
published the online food ordering and delivery services as
an efficient system to improve productivity and profitability
of restaurants through online marketing and business
strategies.
 RESEARCH OBJECTIVE/RESEARCH GAP
1.To study the customer satisfaction amongst the people
ordering food from Zomato and Swiggy in Kolkata City.
2. Developing a line of action in fields where there exists
scope of improvement.
3.To find the best company who gives maximum level of
satisfaction to the customer.
4. To understand the factors influencing by people order food
online.
 RESEARCH METHODOLOGY
Primary data which is the base of this study was collected in
the form of questionnaires filled by random customers of
online food ordering and delivery services from Kolkata.
Qualitative research was applied to observe the collected
data with the help of computational, statistical &
mathematical techniques. Out of 250 circulated
questionnaires 161 complete responses were collected from
the respondents from the research area. Considering
homogeneity and the small size of population, all subsets of
the frame are given an equal probability and non-probability
sampling (convivence sampling) method was adopted in
respondent selection and data collection. Target population
was a mix of students, business men, government employees
with different age groups and educational qualifications.
 RECOMMENDATION AND SUGGESTION

Zomato:
1. Focus on improving the guest experience.
2.Promote your Zomato listing on social media.
3.Urge customers to give a review.
Swiggy:
1. GPS and Drivers.
2. Condition of food at the time of delivery.
3. Advertising.
 LIMITATIONS OF THE STUDY

A sample size of respondents is enough to gauze the reviews

and satisfaction of customers living in Kolkata but keeping in
view social and cultural variations amongst the population,
the results of the study cannot be generalized to each and
every past of Kolkata or its adjacent locations.
 SCOPE OF THE STUDY
The study aims to gauze the customer reviews and
satisfaction towards the available online food ordering and
delivery services in Kolkata. The study further compares
various aspects of the three available food delivery services
in the area. Based on these factors the findings of the study
can help service providers meet customer expectations in a
better way. On the other hand new customers of the online
food ordering and delivery services can choose best out of all
available options in their residential location. Therefore
findings from the study can be helpful for residents as well as
service providers in Kolkata.
 CONCLUSION
On the basis of responses from the customers of online food
ordering services in this particular research, it is concluded
that Zomato is the most successful food ordering online
service in. Customers have reported Zomato as most active
online food delivery service availing maximum promotional
offers in terms of discounts, with courteous and professional
delivery staff as well as supportive customer care.
Respondents have also chosen Zomato for providing best
packaging materials and overall customer satisfaction over
Swiggy and in Kolkata.
 REFERENCES
1. Ansar Z. & Jain S. (2016). Food Services –The Growth
Engine “Do you have an appetite”. International Journal of
Management and Social research Review, 1 (3), 185
2. H.S. Sethu & Bhavya Saini (2016), “Customer Perception
and Satisfaction on Ordering Food via Internet, a Case on
Foodzoned.Com, in Manipal”, Proceedings of the Seventh
Asia-Pacific Conference on Global Business, Economics,
Finance and Social Sciences (AP16Malaysia Conference) ISBN:
978-1-943579-81-5. Kuala Lumpur, Malaysia. 15-17, July
2016. Paper ID: KL631
3. Leong Wai Hong (2016), “Food Ordering System Using
Mobile Phone”, A report submitted to BIS (Hons) Information
Systems Engineering. Faculty of Information and
Communication Technology (Perak Campus), UTAR.
4. Prajogo, D.I. & Sohal, A.S. (2006) 'The relationship
between organization strategy, total quality management
(TQM), and organization performance––the mediating role of
TQM', European Journal of Operational Research, vol. 168,
no. 1,pp. 35-50.
5. Serhat Murat Alagoz & Haluk Hekimoglu (2012), “A study
on TAM: Analysis of customer attitudes in online food”,
Procedia -Social and Behavioral Sciences 62 ( 2012) pp. 1138
–1143
6. Varsha Chavan, Priya Jadhav, Snehal Korade and Priyanka
Teli (2015), “Implementing Customizable Online Food
Ordering System Using Web Based Application”, International
Journal of Innovative Science, Engineering & Technology, Vol
2 Issue 4, April 2015. International Journal of Management,
Technology And Engineering Volume IX, Issue III,
MARCH/2019 ISSN NO : 2249-7455 Page No:
APPENDIX