Zomato Thesis

PROJECT REPORT
On
“A study on the factors causing less number of orders on Swiggy from the
area- Mysore south”
BY
(PRAJWAL N)
(1NZ17MBA55)
Submitted to
DEPARTMENT OF MANAGEMENT STUDIES

NEW HORIZON COLLEGE OF ENGINEERING,
OUTER RING ROAD, MARATHALLI,
BANGALORE
In partial fulfillment of the requirements for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION

Under the guidance of
Internal Guide
Dr. Sheelan Misra
Head of the Department
Master of Business Administration
New Horizon College of Engineering
2017-2019
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DEPARTMENT OF MANAGEMENT STUDIES
CERTIFICATE
This is to certify that Prajwal N bearing USN 1NZ17MBA55 (2017-19 batch), is a bonafide
student of Master of Business Administration, New Horizon College of Engineering,
Bengaluru affiliated to Visvesvaraya Technological University, Belagavi.
Project report on “A study on the factors causing less number of orders on Swiggy from the
area- Mysore south” is prepared by him/her under the guidance of Dr. Sheelan Misra in
partial fulfillment of the requirements for the award of the degree of Master of Business
Administration of Visvesvaraya Technological University, Belagavi, Karnataka.
Signature of Internal Guide Signature of HOD Principal
Name of the Examiners with affiliation: Signatures with date
1. External Examiner
2. Internal Examiner
2
DECLARATION
I, Prajwal N, hereby declare that the Seminar report entitled Competency "A study on the
factors causing less number of orders on Swiggy from the area- Mysore south" with reference
to Bundle technologies pvt.ltd prepared by me under the guidance of Dr. Sheelan Misra,
HOD of M.B.A Department, New Horizon College of Engineering. I also declare that this
Seminar is towards the partial fulfillment of the university regulations for the award of the
degree of Master of Business Administration by Visvesvaraya Technological University,
Belgaum. I have undergone an industry internship for a period of Eight weeks. I further
declare that this report is based on the original study undertaken by me and has not been
submitted for the award of a degree/diploma from any other University / Institution.
Signature of Student
Place:
Date
3
TABLE OF CONTENT:
CHAPTER CONTENT PAGE NO

CHAPTER 1 • Introduction about industry 1-20
CHAPTER 2 • Conceptual background 21-26
CHAPTER 3 • Methodology 27-30
CHAPTER 4 • Analysis and interpretation. 31-61
• Results
CHAPTER 5 • Findings 62-64
• Suggestions
• Conclusion
CHAPTER 6 • Learning experience 65
CHAPTER 7 • Bibliography 66-74
• Annexure
• Questionnaires
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Executive Summary
The topic chosen for the internship/Project study was “A study on the factors causing less
number of orders on Swiggy from the area- Mysore south”. The study was conducted at the
SWIGGY (Bundl Technologies pvt ltd.) in Mysore. The Duration of the study was eight
weeks.
The study was conducted based on the problem posed by the company, that is to find out
what are the major factors that are causing less number of orders on Swiggy from the are
Mysore south.
The study talks about what are the major reasons and the factors that are affecting the cause
of less orders in south zone compared to the north zone. And in order to increase the orders
what are the measures that has to be considered. the research concludes that there are two
major reasons for less order contribution from the area of MYSORE-SOUTH to Swiggy is
the there is cuisine gap ie; all varieties of food are not available in the area and the other is
that there are not many options available to the customers to order from. Thus the result has
been a decline in the contribution from that area. If the number of partner restaurants are
increased, Swiggy can generate much revenue from that area and be the number on Food
Delivery Company in Mysore
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CHAPTER-1
INTRODUCTION ABOUT INDUSTRY:
Cell phones have transformed into the essential part in one's life rather than a lavishness it
has upgraded to finish up a need now. One begins his day with the phone by scrutinizing the
latest news updates and even terminates his day with it. Cell phones go with an incredible
arrangement of included segments that associates in making your life the more direct. One of
them is helping you to mastermind your sustenance. Yes, a ton online sustenance asking for
destinations are open these days that encourages you in getting your most cherished sustenance
from your most supported restaurant at your doorstep in a lively scope of time.
By and by the reality of the situation is that anyway there are different sustenance
asking for applications yet various them are not known. It has been seen that these
applications are progressively used by the people who stay away from their families solitary
officers and working environments while organizing a speedy gathering. The tendency of
people to have their sustenance generally from restaurants has achieved progressively online
sustenance asking for destinations.
Nourishment conveyance advertise in India is worth over 12.5 billion, Online food
conveyance is contributing over 7% to this market. In excess of 70,000 eateries in India gives
home conveyance, demonstrates a high potential and undiscovered market in online
nourishment conveyance space.
Players in the business widely gathered into 3 types:
• Fully coordinated: Those who procedure and conveys (Dominos, McDonalds and so on)
• Delivery as an organization
• Aggregators: Provide a stage for clients where they can find eateries, explore through
menus of various cooking styles, and select the sustenance. Conveyance made by the eatery.
To put it plainly, totals data about sustenance for clients and capacity as a request creating
channel for eateries
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Purposes behind development in online nourishment conveyance industry:
• Increase in discretionary cashflow and more profound web infiltration of clients

(web/versatile)
• Restaurants tying up with online sustenance conveyance stages guarantee to get an

overall revenue of more than 2 to 3 % than eat ins
Nowadays individuals are inclined to submitting sustenance requests on the web and
underwriting this pattern a great deal of eateries are yielding great profits by enrolling
themselves for internet requesting destinations like Swiggy, FoodsPanda, Zomato and so on
and a lot increasingly nearby requesting sites are additionally taking action accordingly.
DRIVING FACTORS:
Progressively unmistakable care and additional money close by increasingly

significant Web invasion, openness of greater portion decisions and long working hours and
sporadic lifestyle are contributing on the web sustenance asking for business In the interim
with more people requiring strong sustenance or sustenance like home prepared dinners that
excessively straightforward on the pockets is inciting the ascending of online sustenance
conveyance business in the nation.
Nixon Dsouza, Brand Manager, Nom says, "Infiltrating through each business
perspective people have begun utilizing innovation for everything and sustenance requesting
is one such advancements"
Rohit Chadda, MD and Founder Foodpanda, trusts, "Internet requesting is helpful

giving the clients a more extensive choice to look over the eateries recorded on the site."
EVENTUAL FATE OF THE BUSINESS:
According to the business specialists, the general nourishment conveyance business is

more than USD 7 billion to which online sustenance requesting contributes 5-7 % and is
growing 40 percent for each year than eat in culture. The edge is anyway a few percent
higher in conveyances.
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As indicated by Ritesh Dwivedy, MD and CEO, JustEat, " The future appears to be
splendid for online sustenance business in India, as we are attempting to make up for lost time
with created markets where 30 percent of conveyance happens through online channels".
SIGNIFICANT PLAYERS:
Online nourishment requesting is at an energizing stage now. Numerous

neighbourhood and national players are joining the space. Truth be told the remote brand
JustEat has additionally tied up with the Bangalore based Hungry Zone. Food panda which
began its business from Delhi-NCR is the real player in the fragment pursued by Just Eat and
TastyKhana, a Pune activity. Furthermore, Delivery chef. Big Bite, Titbit and eatallnite are
the rising players in the online sustenance conveyance showcase which is assessed to develop
at 40 percent every year.
ADVANTAGES:
Putting in sustenance demands online favourable circumstances clients, restaurants,

and the sustenance transport players. For customers it isn't only a basic and favourable gadget
anyway it is also an exceptional stage to profit incredible points of confinement.
Vasul Chauhan, Restaurant Manager, Smokey’s Barbeque and Grill, stated, " We
have partnered with JustEat to investigate new business opportunities and give a push to our
officially effective home conveyance position however till now the reaction isn't
overpowering".
In any case, Dwivedy is of the sentiment that, "The overall revenue is 2-3 percent
higher conveyances when contrasted with feast in nowadays".
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ABOUT THE COMPANY:
Swiggy is a sustenance conveyance application which is at present working in

Bangalore, Delhi, Gudgaon, Pune and in excess of 50 urban areas crosswise over India.
Situated in Bangalore, this sustenance conveyance start-up is a brainchild of three BITS
Pilani graduates, Sriharsha Majety and Nandan Reddy.
Everything began in 2014 when two BITS Pilani graduates, Sriharsha Majety and
Nandan Reddy chose they needed to make life simpler by changing the manner in which
India eats-all with only one tap! With their concept of 'Hyperlocal sustenance conveyance',
all they required was the tech to control it and were acquainted with Rahul Jaimini, who
breathed life into this vision with the main site. What's more, with this, Swiggy was propelled
as a sustenance requesting and conveyance stage.
In August of 2014, Swiggy started tasks by joining a couple of eateries in Koramangala,

Bengaluru. Before sufficiently long, the main group of appetite heroes came without hesitation to
convey nourishment inside 40 minutes. Soon after, Swiggy raised its initially round of financing
and propelled the application in May of 2015. Fun truth: The innovation that conveys
extraordinary nourishment appropriate to your doorstep was totally created in-house!
With adoration and backing from clients, Swiggy extended far and wide, first through
the whole city of Bengaluru and after that over the whole nation.
Today, Swiggy is the main nourishment requesting and conveyance stage in India.
The inventive innovation, substantial and agile conveyance administration, and uncommon
buyer centre at Swiggy empowered a large group of advantages that incorporates helping
quick conveyances, live request following and no limitations on request sum, all while having
the joy of making the most of your most loved feast wherever you might want it.
Swiggy is a brand that falls under the umbrella of Bundl advancements Private
restricted. Swiggy began off as an arbitrary thought in a discussion which at last ended up
being one of the fruitful new companies of India as of late. Swiggy had got funding from
Accel Technologies and the preferences so as to widen their quality in the nation and is
wanting to dispatch in Tier-2 urban communities in not so distant future.
Swiggy is headquartered at IBC, Bengaluru and has working workplaces in Mumbai,

Hyderabad, Gurgaon, Chennai, Trivandrum and so forth.
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What makes Swiggy not the same as all the nourishment conveyance administrations is
the nearness of Swiggy's own conveyance armada who guarantees the conveyance of sustenance
from the closest eateries to the shopper inside a most extreme timeframe of 45 mins.
The Swiggy application includes a live following choice where the purchaser can
continue following the conveyance kid who is bringing the sustenance and be guaranteed
about the conveyance.
Swiggy has been named as the best nourishment conveyance administration by the
Economic Times of late. What began as an arbitrary thought in an end of the week discussion
among a couple, is currently one of the coolest and best new companies that India has found
in the ongoing occasions.
Swiggy has as of late changed its logo. The new logo of Swiggy is enlivened by the stick
symbol of Google Maps and is adjusted to frame the letter S. The logo which is structured by the
Beard Designs, Goa, represents the inescapability of Swiggy in the urban areas where it broadens
its administrations and furthermore the exact conveyance methodology.
Swiggy, the online nourishment conveyance start-up established in 2014 with 5 staff
and 25 accomplices has now developed to 1 lakh conveyance administrators with
associations of over 55,000+ eateries.
Swiggy cases to possess finished more than one million requests amid a month. Its
customary clients request 5-6 times amid a month. It puts in flood free requests made on days
once regardless of whether is unsafe or once celebrations, occasions or exceptional timings.
Since Swiggy has their own armada of conveyance young men, it doesn't have a base request
arrangement. Swiggy charges a commission from the eating place and conjointly charges a
conveyance expense from the customer. Swiggy cases to be a ton of dependable and speedier
than its rivals. Swiggy normal conveyance time is around 32 minutes and this can be what
makes it stand separated.
PROCESS:
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At the point when a customer submits a request for sustenance conveyance from the
eateries in the vicinity through the Swiggy App or through the site, the conveyance kid in the
vincinty gets a message through another devoted application for the armada which tells that a
request has been put in the eatery. The subtleties of the request are given in the notice as well.
The conveyance kid at that point achieves the eatery and squeezed the 'Arrive' catch in the
other application. This tells the purchaser that the conveyance fellow has arrived and is
holding up to pick up the request. At the point when the request is prepared, he lifts it up and
heads to the ordained location set by the purchaser in the Swiggy application. When he
achieves the area, the shopper it given a call to educate about the entry of the request.
In the event that the instalment isn't done as of now, the conveyance fellow takes the
instalment and serves the request. An affirmation mail and a message is sent to the client when
the conveyance fellow hits the 'Request Delivered Successfully' I his application. To stay away
from any issue, the Swiggy application enables the client to put in a request simply after he/she
has enrolled his/her telephone number and email address through the application or the site.
This is the way the conveyance of nourishment is brought out problem free and
effectively through swiggy.
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PROMOTERS, MISSION, VISION STATEMENT AND QUALITY
POLICY:
PROMOTERS:
1. Sriharsha Majety.
2. Rahul Jaimini.
3. Nandan Reddy.
Along with these three-genius people the team Swiggy has 2000+ employees and over
One Lakh+ Delivery Executives delivering food across the Nation.
The Swiggy has the following departments which ensure the smooth functioning of the
food delivery:
• Operations Department.
• Catalogue Department.
• Sales Department.
• Supply Department.
• Accounts Department.
• IT Team.
• Vendor Management Team.
• Swiggy POP team.
• Swiggy Dash team.
These above-mentioned departments are headed by the below personnel:
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MANAGEMENT TEAM:
1. Vivek Sundar (COO)
2. Rahul Bothra (CFO)
3. Dale Vaz (Head of Engineering)
4. Vishal Bhatia (CEO-New Supply)
5. Joseph Cherian (COO-New Supply)
6. Ashley Dsouza (VP-Business)
7. Girish Menon (VP-HR)
8. Srivats TS (VP- Marketing)
9. Srinath Rangamani (VP-Design)
10. Sandeep Mina (VP-Supply)
11. Ashish Chatterjee (VP-Products)
12. Anuj Rathi (VP-Products)
13. Sachin Kotangale (VP-Operations)
14. Amit Garde (VP-Engineering)
15. Madhusudhan Rao (VP-Engineering)
16. Alok Jain (Entrepreneur in Residence)
MISSION STATEMENT:
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“OUR MISSION IS TO CHANGE THE WAY INDIA EATS”
VISION STATEMENT:
“ELEVATE THE QUALITY OF LIFE FOR URBAN CONSUMERS BY OFFERING

UNPARALLELED CONVENIENCE”
QUALITY POLICY AND VALUES:
1. Consumer Comes First: We obsess on the consumer, all else follows. We are
paranoid about consumer experience and look through the consumer experience and look
through the consumer lens before taking every decision. We measure success by
consumer impact.
2. Strive for Excellence: We bring the highest quality thought and effort to everything
we do. We give it our best and are open to the outcomes. We look to raise the bar of
performance consistently and reward merit disproportionately.
3. Be Honest, Display Highest Levels of Integrity: We believe in open and honest

communication upwards and downwards. We only promise what we can deliver. While
we aspire for excellence, we also reward impact.
4. Exhibit Bias for Action: We are accepting of situations without complete information
and act quickly. We take initiatives and make strides to achieve outcomes.
5. Stand up, Disagree and Commit: We build opinions thoughtfully and express them
without fear. We encourage constructive criticism and challenge status quo irrespective of
rank. We believe in collaboration and are committed to success of collective decision.
6. Be Humble: We value ideas on merit, not hierarchy. We acknowledge that we don’t

always have all the answers and are open to fresh solutions. We are accepting our mistakes
and are open to feedback. We respect each other and strive for collective success.
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7. Act like an Owner: We all are business owners and think company first, then team or
self. We feel responsible for all problems faced by the customer and think of solutions in an
unconstrained manner. We engage in discussions centred around solutions than problems.
8. Always be curious Always be learning: We focus on the long term and aim to
improve ourselves daily. We seek inspiration from around us to look to tackle tough
problems smartly. We ask the right questions and relentlessly chase the answers to them.
CULTURE AT SWIGGY:
We strive to create an open, engaging and employee-friendly workplace.
The Spirit: A comfortable working atmosphere that follows a flat and open culture along
with a great office space was why we were voted as one of India’s top firms to work in 2017
by LinkedIn. We know you work best when you are happy.
The Environment: At the point when you will probably change the manner in which the
nation eats, you need all the assistance you can get. Swiggy is an equivalent open door boss
offering aggressive compensations, far reaching medical advantages and value openings.
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BENEFITS AND PERKS AT SWIGGY:
BENEFITS:
• Group Personal Accident Insurance.
• Group Medical Insurance.
• Pre-loaded Food Card.
• Mobile allowance.
• Paternity and adoption leave policy.
• Free assistance and tax and investment planning.
PERKS:
• Working with smart, young, mission-driven people.
• Flexible Schedule.
• Regular Team outings.
• Nap rooms.
• Games room.
• Snacks and beverages.
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COMPETITORS:
• Zomato.
• Inner Chef.
• Uber eats.
• Delfoo.
• Dine out.
• Food panda.
• Resdiary.
17
PRODUCTS:
• Swiggy POP.
• Swiggy Stores.
• Swiggy Select.
• Swiggy Super.
• Swiggy Daily.
• The Bowl Company.
• Homely.
• Access Kitchen.
• Swiggy Capital Assist.
• Swiggy Dash
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CITIES IN WHICH SWIGGY IS LIVE:
Agra. Guntur. Meerut.
Ahmedabad. Gurgaon. Muktsar.
Allahabad. Guwahati. Mumbai.
Amritsar. Gwalior.
Mysore.
Anantapur. Hyderabad.
Nagpur.
Aurangabad. Indore. Nashik.
Bengaluru. Jaipur. Noida.
Bareilly. Jalandhar. Patiala.
Bhopal. Jodhpur.
Patna.
Bhubaneshwar. Kakinada.
Pondicherry.
Bilaspur. Kanpur.
Pune.
Central-Goa. Kochi. Raipur.
Chandigarh. Kolkata. Rajahmundry.
Chennai. Kota. Rajkot.
Coimbatore. Kozhikode. Ranchi.
Dehradun. Lucknow. Surat.
Delhi. Ludhiana. Thiruvananthapuram.
Dhanbad. Madurai. Thrissur.
Faridabad. Mangalore. Tirupur
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USP of Swiggy:
• No Minimum order value.
• Lightning fast delivery.
• Reviews and Ratings.
• Transparency.
• Multiple payment options.
• Live Tracking.
FUTURE GROWTH AND PROSPECTS:
• To achieve the milestone of having 100 Cities by March 2019.
• To be the Market Leader in Indian Online Food delivery market.
• To expand to Tier-2 as well as Tier-3 cities.
• Launching the Swiggy Stores.
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SWOT ANALYSIS:
STRENGTHS WEAKNESS
SWOT
OPPORTUNITIES THREATS
SWOT ANALYSIS:
SWOT examination is a procedure that distinguishes associations qualities, shortcoming,

openings, and dangers. Uniquely, SWOT is an essential systematic structure that evaluates what a
substance can and can't accomplish for components both inward and outer.
Utilizing natural information to assess the situation of an organization, a SWOT

examination figures out what helps the firm in achieving its goals, and what obstructions
must be survived or limited to accomplish the ideal outcomes where the association is today,
and where it might be situated later on.
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STRENGTHS:
• Fast Delivery: Swiggy is constantly known for its conveyance. It has constantly dealt with
their clients by conveying their request in time.
• Sensible complete picture: When we consider requesting nourishment, the principal name
which clicks is Swiggy. It has grown clean and gem picture among individuals.
• Trained people for making conveyance: Swiggy has very much prepared their group to walk
in the market.
• Wide determination of eating place offered: The fundamental USP of Swiggy is that they
give eating choices from different spots and wide ranges.
• Delivery is free: Swiggy takes care from requesting and till conveying the sustenance
without any charges.
• Neat bundling: Swiggy conveys the nourishment with slick and sterile bundling.
WEAKNESS:
• Orders exclusively available from the eateries that are inside the zone of the request put.
Swiggy is focusing on the Zonal Restaurants. As their rivals are expanding, they have to
extend their eatery.
• Low attention to mark name: Swiggy needs to re chip away at their marking. They have to
make some all the more promoting techniques to be in market.
• Location based eatery discoverer.
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OPPORTUNITIES:
• Pioneer in nourishment conveyance business: Swiggy was the principal stage to present this
idea in the market. They have appeared better approach to Home-conveyance with
insignificant charges.
• Growing commercial centre for potential clients: They have appeared at rise and develop in
the market.
• Increase in piece of the overall industry: A bit of rebranding would re be able to develop
them in market.
• Value viable and reasonable quality nourishment: They have to build their Zonal Restaurant
base to contend in market.
• Give higher administration: Delivery ought to be all the more brisk and no charges.
THREATS:
• Increasing wellbeing awareness.
• Increasing potential contenders.
• Negligence of potential contenders.
• Unstable client base.
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FINANCIAL STATEMENT:
It is a method for changing over the mass information into valuable data. Investigation
is to a great extent an investigation of the connections among the different money related
factors in a business as unveiled by the budget summaries
SOME HIGHLIGHTS OF SWIGGY’s FINANCIAL PICTURE:
• Swiggy Revenue Growth (FY,2016 – FY,2017), % 517%

• Swiggy Gross Profit (FY, 2017) 1.5 B
• Swiggy Gross Profit Margin (FY, 2017), % 99.7%
• Swiggy Net Income (FY, 2017) -2.1 B
• Swiggy Cash (31-Mar-2017) 508.6 M
SWIGGY FUNDING:
Founding Date 2014
Swiggy Total Funding $1.5 B
Swiggy latest Funding Size $1 B
Time since last Funding Dec,2018
Swiggy Investors Coatue Management, Meituan-Dianping,
SAIF Partners, Accel Partners, RB
Investors, Tencent Holdings, DST Global,
Naspers, Hillhouse Capital Group, Harmony
Partners, Wellington Management, Norwest
Venture Partners.
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SWIGGY CAPITAL RAISED:
Swiggy has raised the 9th round of capital from Naspers, last year end.
The following graph shows the all 9 rounds of Capital Raised by Swiggy:
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CHAPTER-2
CONCEPTUAL BACKGROUND:
Customer satisfaction is about assessing customer attitudes about items, administrations

and brands. While it's dependably been keen to keep clients glad (Kotler 2003), the expression
"consumer loyalty" moved toward becoming promoted in the 1980's with the all-out quality
development. Hence consumer loyalty hypothesizes as one of the principle markers of business
execution. It results to repurchase conduct (Bolton, 1998; Fornell, 1992), constructive informal
referrals (Oh, 1999), less objections (Bearden and Teel, 1983; Fornell et al., 1996), and a littler
arrangement of elective offers considered in buy choices (Lapersonne et al., 1995). These impacts
on buyer conduct prompt consumer loyalty to lessen showcasing costs (Reichheld and Sasser,
1990), guarantee costs (Garvin, 1988), and the business hazard (Fornell et al., 2006) and add to
upgrade deals (Gómez et al., 2004), productivity (Anderson et al., 1994; Ittner and Larcker,
1998), stock esteem (Anderson et al., 2004; Ikeshoji and Enkawa, 2004), and the generally
corporate picture (Anderson and Sullivan, 1993; Johnson et al., 2001).
Thusly, exact estimation of shopper reliability through strong purchaser analysis is basic
for making convincing organization frameworks joined with empowering bosses to realize
satisfaction improvement programs. Accordingly, there has been the headway of five specific
theories (Natalisa Diah, 2000: 63) to elucidate the possibility of customer faithfulness, with
strong help for the expectation disconfirmation speculation, made by Richard Oliver (1980), as it
is the most comprehensively grasped model by firms in the present business world.
What causes shopper fulfilment? In 2006, an examination consider has recognized an

unbelievable course of action of five factors that drive satisfaction. This model should be
seen as an instrument to help every last one of those related with passing on and checking the
domains that are fundamental to their customers (generally in the open organizations figured
it might be connected with various divisions of the economy). The drivers of client
satisfaction are recorded here masterminded by criticalness.
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They join;
1) Delivery – the organization passes on the outcome it ensured and makes sense of how
to deal with any issues that may rise. "I got what I required."
2) Timeliness – the organization responds immediately to the fundamental customer contact

and deals with the issue at the centre of it quickly and without passing it on between staff.
"I was content with the proportion of time it took to get the organization."
3) Professionalism – staff are prepared and treat customers modestly. They are set up to
go the extra mile to give us the extra smile.
4) Information – the information offered out to customers is definite and sweeping and
they are kept instructed about headway.
5) Staff air – staff are pleasant, wonderful and insightful to customers' needs. They
treated us tolerably.
Among people who visit work environments up close and personal, there is a sixth
key driver – the physical condition (paying little heed to whether working environments are
immaculate and pleasing, and the nearness of staff). In any case, it isn't as strong as the five
perceived already.
Quality and satisfaction are as often as possible between related. As said previously,
the articulation "customer dependability" advanced toward getting to be advanced in the
1980's with the full scale quality improvement. Customer Driven Excellence and Customer
Focused Results remain essential pieces of the Baldrige National Quality Program.
Nevertheless, there exists a gap between these two thoughts. As shown by Cronin and Taylor
(1992), this refinement is basic to the two managers and investigators alike, since expert
communities need to acknowledge whether their objective should be to have purchasers
which are content with their execution or to offer the sustain customer organization enormity.
Really, satisfaction is hence a 'post use', which emerges clear quality from foreseen quality,
while organization greatness is an overall evaluation of a firm organization transport structure
(Anderson and Fornell, 1994). Seen quality is on the other hand, in light of individual
mindsets and choices joined with better organization experience after some time. As per this
declaration, this at present put into request the recommendations of most authorities, of
whether organization quality is a fundamental antecedent to customer satisfaction.
27
LITERATURE REVIEW:
• Chavan et al: (2015) Dissected that advanced eating place utilizes astute phones to
take buyer orders. PDA interface transformed into changed with advanced mobile
phones to offer shopper customer interface to see menu or track their requests. With
verified login framework, customers can see menu, region orders, tune their requests,
acquire real time updates and make on-line cost and gather receipts from shrewd
cellphone itself expanding buyer encouragement.
• Bhandge et al: (2015) proposed a robotized nourishment requesting gadget with the
aim to never again best enable used to offer request with no close to home interfacing
anyway likewise will keep up tune of requests well. Computerized requesting
machine transformed into developed by android utility. For Tablet and PCs this device
wind up connected. The front stop was advanced the utilization of JAVA.
• Bhargave et al: (2013) investigated that requesting device will no longer best
straightforwardness out shopper tasks and draw in them yet will likewise build
execution in eating put in's activity of taking requests and charging and its redesign.
• Dabholkar: (2015) examined that expressed online all around planned requesting
frameworks give clients gigantic control over the decision and amount of exchange which
enables them to limitation the measure of individual transaction they appreciate.
• Hui & Bateson: (2015) broke down the lessening in sustenance requesting as in
venture with them quickened phase of control by prudence of on line dinners
requesting contraption has been appeared to prompt higher client enchant and more
noteworthy motivation to apply or support the administration.
• M. Hyde et al: (2017) investigated that buyers are presented with arranged platter of
products nearby expanding amount of determination applicable data which impact
them in purchasing. It moreover shows the effect of statistic factors at the looking for
lead of buyers.
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• Shukla, Rahul and Raval.P.M: (2018) dissected the diminishing in nourishment
requesting as the appearance of online business inside the rest of the time of the
twentieth century, Internet age has infiltrated into everything about our lives.
Individuals pick web based business rather than making extensive voyages to the
market, banks, etc. In view of which a decline inside the wide assortment of
excursions might be unmistakable as the items are presented at individuals' doorstep.
A kind of things are brought through sites, changing physical outings into virtual
ones. This has come about to colossal increment inside the utilization of 3 wheelers
and wheelers as cargo shipping. This paper centres to analyze the effect of internet
business at the cargo development test.
• Hardeep Singh and Sanjog Singh Ahuja: (2017) examined the lessening in
nourishment requesting as this investigations paper goes for distinguishing and
portraying the enhancements inside the appropriation models seen by methods for
FMCG Companies in fringe locales of Indian shrewd towns. These fair sized
topographies are accepted to be the epic enters of consistently developing shopper
request. Order of Indian towns by numerous assets transformed into considered. The
idea of item ways of life cycle was utilized to arrange towns. This class acknowledged
why rising markets in shrewd urban areas are drawing enthusiasm of FMCG offices.
Through optional research, subject canvases and observational examinations,
conceivable upgrades in circulation of stock to the sloppy retail outlets had been
landed at. The creators have additionally seen top notch rehearses went with the guide
of the majority of the principle FMCG organizations in India and have made
indications to attempt the most green models. Best practices pursued by methods for
all the fundamental FMCG bunches in India had been examined and implies are made
to attempt the most green models. The enhancements identified can help increment
the rack off-take and streamline conveyance in FMCG zone. Also, a FMCG
conveyance driven class of Indian urban communities is proposed.
• Renede Kostle Thole-Duckees JanRoodbergen: (2007) dissected that request picking

has protracted been distinguished as the most work broad and expensive leisure activity
for practically each stockroom; the cost of request picking is anticipated to be as bounty
as 55% of the entire distribution centre working rate. Any underperformance all together
picking can cause unsuitable administration and high operational incentive for the
stockroom, and thusly for the entire convey chain. So as to work solidly, the request
picking strategy wants to be vigorously structured and ideally overseen. This paper offers
a writing assessment on standard choice inconveniences in design and control of manual
29
request picking forms. We awareness on first class (internal) format structure, stockpiling
adventure systems, directing methods, request clumping and zoning. The examination
around there has developed quickly of late. All things considered, blends of the above
territories have scarcely ever been investigated. Request picking machine improvements
by and by cause promising new examinations guidelines.
• Barbara B. Flynn BaofengHuo Xiande zhao: (2012) investigated the abatement in

sustenance requesting as this view expands the creating assemblage of writing on
inventory network joining (SCI), that is how much a maker deliberately teams up with its
store network colleagues and cooperatively oversees intra-and between authoritative
procedures, with a reason to increase ground-breaking and proficient streams of items and
administrations, records, cash and decisions, to give most cost to the buyer. The previous
research is conflicting in its discoveries roughly the connection among SCI and by and
large execution. We credit this irregularity to inadequate meanings of SCI, particularly,
the inclination to mindfulness on customer and supplier combination least complex,
except for the basic critical hyperlink of inside mix. We take a gander at the association
among 3 measurements of SCI, operational and business endeavor execution, from both a
possibility and a design viewpoint. In applying the possibility strategy, various leveled
relapse was utilized to choose the impact of individual SCI measurements (shopper,
supplier and internal reconciliation) and their cooperations on in general execution. In the
design approach, bunch assessment wind up used to expand styles of SCI, which were
broke down in expressions of SCI power and parity. Examination of fluctuation end up
used to inspect the association between SCI example and execution. The discoveries of
each the possibility and setup strategy demonstrated that SCI progressed toward
becoming related with each operational and business execution. Besides, the results
demonstrated that inside and customer reconciliation had been more prominent firmly
connected with upgrading execution than supplier coordination
30
• Kevin J. Dooley, Anand Subra, John Anderson: (2014) broke down that Firms are
exploring different avenues regarding severa unprecedented great practices to most
likely improve the auspiciousness and viability in their new item advancement (NPD)
procedure. This paper looks at how broadly pursued beyond any doubt superb
practices are, and if the appropriations demonstrate any example as far as being all the
while received inside organizations. We propelled a load of fine practices related with
NPD, and an experimental overview was controlled to 39 gatherings. Our outcomes
demonstrate that decent practices related with upgrading the human resources worried
in NPD, and improving the ragged front end of NPD seem like motivating little
enthusiasm to date, despite a vigorous name for such enthusiasm inside the
administration writing. Best practices identified with the vital usage of NPD (task
decision, dreams, mechanical administration, item approach, and buyer inclusion) are
on basic all additional generally received than pleasant practices identified with
controlling the execution of NPD (strategy control, measurements, documentation,
change oversee).
• Mark Xu, John Walton: (2015) This paper interests to look at how customer dating
control (CRM) frameworks are executed in exercise with a point of convergence on
the key utility, for example How systematic CRM frameworks are utilized to direct
purchaser know-how obtaining and how this sort of framework can be progressed.
The cutting-edge exercise of CRM programming is essentially founded on inspecting
insights articulated from a 4‐yr review of CRM applications inside the UK and an
evaluation of CRM scientific capacities given by method for 20 driving programming
organizations. A calculated model of a diagnostic CRM framework for client aptitude
obtaining is grown fundamentally based at the discoveries and writing assess. Current
CRM frameworks are ruled by operational applications including name focuses. The
utilization of logical CRM has been low, and the supply of these structures is confined
to 3 primary programming program sellers.
CHAPTER-3
31
METHODLOGY:
TOPIC CHOSEN FOR STUDY:
The topic that is chosen for the study is:
“A Study on the factors causing less number of orders on Swiggy from the area
MYSORE- SOUTH”
STATEMENT OF THE PROBLEM:
As the world is getting tech savvy and the people need ease of access to everything ie;
buying of a tooth brush online to buying an expensive car with just a simple click.
In the case of this research, the main objective was to know the reason for low orders
due to low customer satisfaction ie; why Swiggy is failing to satisfy the customers which in
turn was turning into low orders from the area, MYSORE-SOUTH.
OBJECTIVES OF THE STUDY:
• To determine why the order contribution from the area MYSORE-SOUTH is less.
• To determine if the customers are satisfied with the service of Swiggy.
• To work on restaurant availability options in Swiggy platform to increase the order

contribution from Mysore south zone
RESEARCH METHODOLOGY:
32
RESEARCH DESIGN:
The design of a research is the basic plan for conducting any research. Descriptive
research was the research method used to find the solutions using a structured
questionnaire which helps to determine WH’ questions.
SOURCES OF DATA:
PRIMARY DATA:
The information which is gathered out of the blue and which is fresh in nature is
known as Primary Data. This data consists of the original information that is collected for the
first time with the help of field survey. As it is collected for the first time it is more relevant
and reliable.
SECONDARY DATA:
The data which is not collected for the first time but previously collected for some
other research is known as Secondary Data. This data is not fresh in nature and might not
be fully reliable and relevant. This data can be gathered using organizations inward sources,
newspaper publications, journals etc.
SAMPLING DESIGN:
Sample Size: 150
Sampling Frame: MYSORE SOUTH ZONE.
Sampling Unit: People living in MYSORE-SOUTH ZONE.
Sampling Method:
Convenient Sampling was used for this study. In this the respondents are chosen on
the basis of convenience and who are easily approachable. The non-probability was used
as there is a liberty of choosing the respondents randomly.
TOOLS USED FOR DATA ANALYSIS:
33
Percentage:
The percentage is the range of or the ratio which is expressed using a fraction of
hundred. It is commonly expressed using the symbol of percentage “%”.
Pie Chart:
A circular representation of the given data, where in the whole circle is circle as a whole.
Bar Graph:
A columnar representation of the data is known as bar graph. A scale is used ie; x-axis and
y-axis.
LIMITATIONS OF THE STUDY:
A few hurdles had come across while doing the study:
• A few customers had never ordered using Swiggy.
• There was a limitation of time, thus the data was gathered from 150 respondents.
• A few respondents were busy and were not interested to give their opinion.
34
HYPOTHESIS:
H0: There is no significant relationship between Delivery Time & Packaging and
Customer’s Overall Satisfaction towards Swiggy.
H1: There is significant relationship between Delivery Time & Packaging and Customer’s
Overall Satisfaction towards Swiggy.
CORRELATION:
Delivery Customer’s
time & Overall
Packaging Satisfaction
D Pearson Correlation 1 .512
Sig. (2-tailed) .324
N 150 150
S Pearson Correlation .512 1

Sig. (2-tailed) .324
N 150 150
INTERPRETATION:
From the above test, it is clear that there is highly positive significant
relationship between Delivery Time & Packaging and Customer’s Overall Satisfaction.
35
CHAPTER-4
DATA ANALYSIS AND INTERPRETATION
Table 4.1: Below table shows male and female respondents.
Gender Count Percentage
Male 93 62%
Female 57 38%
Total 150 100%
Analysis: The above table shows that 62% of the respondents are male and 38% of the
respondents are female
Graph 4.1: Below graph shows the percentage of Male and Female respondents.
Gender
62%
38%
Male Female
Interpretation: From the above Chart we can say that the majority of the respondents. Are.
male when compared to female respondents.
36
Table 4.2: Below table shows age of respondents.
AGE Count Percentage
16 – 22 years 24 16%
23 – 28 years 54 36%
29 – 36 years 42 28%
37 – 45 years 21 14%
46 years and above 9 6%
Total 150 100%
Analysis: The above table shows that 16% of the respondents fall in the age group of 16-22,
36%, the highest in 23-28, 28% in 29-36, 14% in 37-45 and 6% the lowest in 46 years and
above.
Graph 4.2: Below graph shows the percentage of age of respondents.
Age Group
6%
16%
14%
36%
28%
16 – 22 years 23 – 28 years 29 – 36 years 37 – 45 years 46 years and above
Interpretation: From the above Chart we can say that the majority of the respondents are
male when compared to female respondents.
37
Table 4.3: Below table shows the knowledge of respondents about Swiggy.
Yes/No Count Percentage
YES 15O 1OO%
N0 O O%
Total 15O 1OO%
Analysis: The above shows that all the respondents know about Swiggy.
Graph 4.3: Below graph shows the percentage of respondents having the knowledge
about Swiggy.
Knowledge
100%
Yes No
Interpretation: From the above Chart we can say that all the respondents who came
across knew about Swiggy.
Table 4.4: How often do the respondent order from Swiggy.

38
Time Count Percentage
Daily 6 4%
Weekly 54 36%
Monthly 90 60%
Count 150 100%
Analysis: The above table shows that there are 4% of respondents who order daily and
36% who order weekly and 30% who order once a month.
Graph 4.4: Below graph shows the percentage of how often do the respondent order from
Swiggy.
Time
4%
36%
60%
Daily Weekly Monthly
Interpretation: From the above Chart we can say that the majority of the respondents
order monthly once from Swiggy.
Table 4.5: Below table shows the brand awareness of Swiggy.

39
Scale Count Percentage
Excellent 75 50%
Good 54 36%
Average 21 14%
Bad 0 0%
Total 150 100%
Analysis: The above table shows that 50% of the respondents say that the brand awareness
of Swiggy is Excellent, 36% say Good and 14% say Average.
Graph 4.5: Below graph shows the percentage of the brand awareness of Swiggy.
Time Period
14%
36%
50%
Excellent Good Average Bad
Interpretation: From the above Chart we can say that 50% of the respondents agree that the
brand awareness is Excellent.
Table 4.6: Below table shows a good option of Breakfast Players are available.
40
Scales Count Percentage
Strongly agree 0 0%
Agree 0 0%
Neutral 30 20%
Disagree 63 42%
Strongly Disagree 57 38%
Total 150 100%
Analysis: The above table shows that 20% of the respondents are neutral about the
breakfast options, 42% Disagree and 38% Strongly Disagree.
Graph 4.6: Below graph shows a good option of Breakfast Players are available.
45
40
35
30
25
42
20
38
15
10 20
0 0 0
Strongly Agree Agree Neutral Disagree Strongly Disagree
Interpretation: From the above bar graph we can say that the majority of the
respondents agree that the options available for breakfast are less.
Table 4.7: Below table shows a good option of Lunch Players are available.
41
Strongly Agree 0 0%
Agree 0 0%
Neutral 24 16%
Disagree 72 48%
Total 150 100%
Analysis: The above table shows that 16% of the respondents are neutral about the lunch
options, 48% Disagree and 36% Strongly Disagree.
Graph 4.7: Below graph shows a good option of Lunch Players are available.
60
50
40
30
48
20
36
10
16
0 0 0
Interpretation: From the above Bar graph we can say that the majority of the
respondents agree that the options available for lunch are less.
Table 4.8: Below table shows a good option of Snack Players are available.
42
Strongly Agree 0 0%
Agree 0 0%
Neutral 30 20%
Disagree 63 42%
Strongly disagree 57 38%
Total 150 100%
Analysis: The above table shows that 20% of the respondents are neutral about the snack
Graph 4.8: Below graph shows a good option of Snack Players are available.
45
40
35
30
25
42
20
38
15
10 20
0 0 0
Interpretation: From the above bar graph we can say that the majority of the respondents
agree that the options available for snacks are less.
Table 4.9: Below table shows a good option of Dinner Players are available.
43
Strongly Agree 0 0%
Agree 0 0%
Neutral 24 16%
Disagree 72 48%
Total 150 100%
Analysis: The above table shows that 16% of the respondents are neutral about the dinner
Graph 4.9: Below graph shows a good option of Dinner Players are available.
60
50
40
30
48
20
36
10
16
0 0 0
Interpretation: From the above bar graph we can say that the majority of the respondents
agree that the options available for dinner are less.
Table 4.10: Below table shows a good option of Late-night Players are available.
44
Strongly Agree 0 0%
Agree 0 0%
Neutral 0 0%
Disagree 30 20%
Total 150 100%
Analysis: The above table shows that 20% of the respondents Disagree about the Late-night
options and 80% Strongly Disagree.
Graph 4.10: Below graph shows a good option of Late-night Players are available.
90
80
70
60
50
40 80
30
20
10 20
0 0 0 0
respondents Strongly disagree that the options available for Late-night are less.
45
Table 4.11: Below table shows the cost for two is average.
Strongly Agree 84 56%
Agree 36 24%
Neutral 30 20%
Disagree 0 0%
Total 150 100%
Analysis: The Above table shows that 56% of the respondents strongly agree that cost
for two is average, 24% agree and 20% are neutral.
Graph 4.11: Below graph shows the cost for two is average.
60
50
40
30
56
20
24
10 20
0 0
respondents strongly agree that the cost for two is average.
Table 4.12: Below table shows that Swiggy POP prices are pocket friendly.
46
Agree 45 30%
Neutral 54 36%
Disagree 0 0%
Total 150 100%
Analysis: The above table shows that 34% of them strongly agree that Swiggy POP prices
are pocket friendly, 30% agree and 36% are neutral.
Graph 4.12: Below graph shows that Swiggy POP prices are pocket friendly.
40
35
30
25
20
34
15 30
10 20
0 0 0
respondents strongly agree that Swiggy POP prices are pocket friendly.
Table 4.13: Below table shows that there is no over-charge from the restaurant side.
47
Agree 45 30%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
Analysis: The above table shows that 70% of the respondent strongly agree that there is no
over-charge from the restaurant side., 30% agree.
Graph 4.13: Below graph shows that there is no over-charge from the restaurant side.
80
70
60
50
40
70
30
20
30
10
0 0 0 0
respondents strongly agree that there is no over-charge from the restaurant side.
Table 4.14: Below table shows that the delivery charges are moderate.
48
Agree 60 40%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
Analysis: The above table shows that 60% of the respondents strongly agree that the
delivery charges are moderate, 40% agree.
Graph 4.14: Below graph shows that the delivery charges are moderate.
70
60
50
40
30 60
20 40
10
0 0 0 0
respondents strongly agree that the delivery charges are moderate.
Table 4.15: Below table shows that the packing charges are moderate.
49
Agree 60 40%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
Analysis: The above table shows that 60% of the respondents strongly agree that the packing
charges are moderate, 40% agree.
Graph 4.15: Below graph shows that the pack charges are moderate.
70
60
50
40
30 60
20 40
10
0 0 0 0
respondents strongly agree that the packing charges are moderate.
Table 4.16: Below table shows that good offers and discounts are provided.
50
Strongly Agree .54 . 36%
Agree .45 .30%
Neutral .51 .34%
Disagree. .0 .0%
Strongly Disagree. .0 .0%
Total. .150 .100%
Analysis: The above table shows that 36% of the respondents strongly agree that good
offers and discounts are provided, 30% agree and 34% are neutral
Graph 4.16: Below graph shows that good offers and discounts are provided.
40
35
30
25
20
36
34
15 30
10
0 0 0
respondents strongly agree that good offers and discounts are provided.
Table 4.17: Below table shows that food is delivered on time.

51
Agree 57 38%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
Analysis: The above table shows that 62% of the respondents strongly agree that food
is delivered on time, 38% agree.
Graph 4.17: Below graph shows that food is delivered on time.
70
60
50
40
30 62
20
38
10
0 0 0 0
respondents strongly agree that food is delivered on time.
Table 4.18: Below table shows that proper tracking of food is available.
52
Agree 60 40%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
Analysis: The above table shows that 60% of the respondents strongly agree that proper
tracking of food is available, 40% agree.
Graph 4.18: Below graph shows that proper tracking of food is available.
70
60
50
40
30 60
20 40
10
0 0 0 0
respondents strongly agree that proper tracking of food is available.
Table 4.19: Below table shows that the food arrived is properly packed.
53
Agree 48 32%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
Analysis: The above table shows that 68% of the respondents strongly agree that the food
arrived is properly packed, 32% agree.
Graph 4.19: Below graph shows that the food arrived is properly packed.
80
70
60
50
40
68
30
20
32
10
0 0 0 0
respondents strongly agree that the food arrived is properly packed.
Table 4.20: Below table shows that the food is packed using proper packing material.
54
Agree 60 40%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
Analysis: The above table shows that 60% of the respondents strongly agree that the food is
packed using proper packing material., 40% agree.
Graph 4.20: Below graph shows that the food is packed using proper packing material.
70
60
50
40
30 60
20 40
10
0 0 0 0
respondents strongly agree that the food is packed using proper packing material.
Table 4.21: Below table shows that the quality of the packing is good.
55
Agree 63 42%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
quality of the packing is good, 42% agree.
Graph 4.21: Below graph shows that the quality of the packing is good.
70
60
50
40
30
58
20 42
10
0 0 0 0
Interpretation: From the above Bar graphwe can say that the majority of the respondents
strongly agree that the quality of the packing is good.
Table 4.22: Below table shows that the type of cuisine and packing matches.
56
Agree 57 38%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
Analysis: The above table shows that 62% of the respondents strongly agree that the type of
cuisine and packing matches, 38% agree.
Graph 4.22: Below graph shows that the type of cuisine and packing matches.
70
60
50
40
30 62
20
38
10
0 0 0 0
respondents strongly agree that the type of cuisine and packing matches.
Table 4.23: Below table shows that the needed cutleries are provided.
57
Agree 60 40%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
Analysis: The above table shows that 60% of the respondents strongly agree that the needed
cutleries are provided, 40% agree.
Graph 4.23: Below graph shows that the needed cutleries are provided.
70
60
50
40
30 60
20 40
10
0 0 0 0
respondents strongly agree that the needed cutleries are provided.
Table 4.24: Below table shows that the ease of eating exists while handling the food after
delivery.
58
Agree 63 42%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
Analysis: The above table shows that 58% of the respondents strongly agree that the ease
of eating exists while handling the food after delivery, 42% agree.
Graph 4.24: Below graph shows that the ease of eating exists while handling the food after
delivery.
70
60
50
40
30
58
20 42
10
0 0 0 0
respondents strongly agree that the ease of eating exists while handling the food after
delivery.
Table 4.25: Below table shows that the cuisine gap exists.
59
Agree 60 40%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
Analysis: The above table shows that 60% of the respondents strongly agree that the cuisine
gap exists, 40% agree.
Graph 4.25: Below graph shows that the cuisine gap exists.
70
60
50
40
30 60
20 40
10
0 0 0 0
respondents strongly agree that the cuisine gap exists.
60
Table 4.26: Below table shows that the process of ordering and paying is satisfactory.
Agree 54 36%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
Analysis: The above table shows that 64% of the respondents strongly agree that the process
of ordering and paying is satisfactory, 36% agree.
Graph 4.26: Below graph shows that the process of ordering and paying is satisfactory.
70
60
50
40
64
30
20
36
10
0 0 0 0
respondents strongly agree that the process of ordering and paying is satisfactory.
61
Table 4.27: Below table shows that the app is user-friendly.
Agree 60 40%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
Analysis: The above table shows that 60% of the respondent strongly agree that the app is
user-friendly, 40% agree.
Graph 4.27: Below graph shows that the app is user-friendly.
70
60
50
40
30 60
20 40
10
0 0 0 0
respondents strongly agree that the app is user-friendly.
62
Table 4.28: Below table shows that the behaviour of delivery executive is decent.
Agree 54 36%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
behaviour of delivery executive is decent, 36% agree.
Graph 4.28: Below graph shows that the behaviour of delivery executive is decent.
70
60
50
40
64
30
20
36
10
0 0 0 0
respondents strongly agree that the behaviour of delivery executive is decent.
63
Table 4.29: Below table shows that the delivery executive doesn’t frequently change.
Agree 54 36%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
delivery executive doesn’t frequently change, 36% agree.
Graph 4.29: Below graph shows that the delivery executive doesn’t frequently change.
70
60
50
40
64
30
20
36
10
0 0 0 0
respondents strongly agree that the delivery executive doesn’t frequently change.
64
Table 4.30: Below table shows that the delivery executive notifies after reaching the location.
Agree 54 36%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
delivery executive notifies after reaching the location, 36% agree.
Graph 4.30: Below graph shows that the delivery executive notifies after reaching
the location.
70
60
50
40
64
30
20
36
10
0 0 0 0
respondents strongly agree that the delivery executive notifies after reaching the location.
65
Table 4.31: Below table shows that the delivery executive acts according to the delivery
instructions given by you.
Agree 54 36%
Neutral 0 0%
Disagree 0 0%
Total 150 100%
delivery executive acts according to the delivery instructions given by you, 36% agree.
Graph 4.31: Below graph shows that the delivery executive acts according to the delivery
instructions given by you.
70
60
50
40
64
30
20
36
10
0 0 0 0
Interpretation: From the above Bar graph we can say that the majority of the respondents
strongly agree that the delivery executive acts according to the delivery instructions given
by you.
CHAPTER-5
66
FINDINGS:
Objective 1:
• To determine why the order contribution from the area MYSORE-SOUTH is
less.
From the above data analysis, it is inferred that even though the brand awareness of
Swiggy is Excellent, but most of the customers from the area MYSORE-SOUTH
doesn’t prefer to order daily and the order contribution of that crowd is low as the
population residing there are more orthodox and don’t usually prefer to order from
outside.
Majority of respondents complain about the number of available options on the
platform and it is one of the major reason affecting the customer conversion. The
respondents also feels that there are less number of slot options ie; breakfast, lunch,
snacks, dinner and late night.
Objective 2:
• To determine if the customers are satisfied with the service of Swiggy.
The respondents feels that Swiggy customer service is way far better than the other
competitors, because the service is transparent the food is delivered on time, And
follows the proper packing slabs and no extra or hidden charges for the customers.
Hygienic packing slabs are maintained which suits the cuisine and is easy to handle.
Regular discount campaigns are done as per the seasons. The cost of the meal for two
is very reasonable. Delivery executives are well mannered and well behaved .
Objective 3:
• To work on restaurant availability options and other options available in Swiggy
platform to increase the order contribution from Mysore south zone
As stated earlier customers complains on the availability of the options on the
platform is one of the major reason for the orders drop. And along with that there is a
huge cuisine gap on the platform where only few cuisines are available. And to over
come this gap the swiggy team must onboard multi cuisine restaurants.
Swiggy pop is one such product of swiggy that the team must introduce to the market
The prices of Swiggy POP are pocket friendly and justify to the pitch of POP ie;
Single Serve Meals
SUGGESTIONS:
67
• Swiggy must try to on-board as many restaurants possible in the area.
• Swiggy must try to maintain the cuisine gap.
• Swiggy must try to have enough number of players for all the slots ie; breakfast,
lunch, dinner, snacks & late night.
• Swiggy must have a ease on commission being charged to the restaurants in order to
get them on Swiggy.
• It must be successful in providing all type of cuisines in the area.
• It must help a big multi-cuisine chain outlet to set-up its branch in MYSORE-SOUTH
area which will in-turn help them to fill the cuisine gap.
• It must financially help the existing partners to expand themselves and help them to
deal in a variety of cuisines.
• It must increase or combine the area with another nearest area, so that the restaurants
of both the areas fill out the gaps.
• Introduce the different other products of swiggy, i.e, SWIGGY POP, ACCESS
KITCHEN.
• Swiggy is missing out on few factors that the competitors have an unfair advantage
over us.
• Swiggy should go aggressive with respect to the Marketing activities, which should
have a feel good factor and that should connect with the customers.
68
CONCLUSION:
From the above analysis and interpretations and findings, the research concludes that there are
two major reasons for less order contribution from the area of MYSORE-SOUTH to Swiggy
is the there is cuisine gap ie; all varieties of food are not available in the area and the other is
that there are not many options available to the customers to order from. Introducing the new
products like swiggy pop, so that it will helps in order inflow as it is a single serve meal.
Requesting the restaurant patterns to come up with the discount campaign and the combos.
Thus the result has been a decline in the contribution from that area. If the number of partner
restaurants are increased, Swiggy can generate much revenue from that area and be the
number on Food Delivery Company in Mysore.
69
ORDERS COMPARISON:
Area W14 W15 W16 W17
Mysore
2,263 2,303 2,154 2,335
North
Mysore
1,548 1,713 1,778 1,857
South
70
CHAPTER-6
LEARNING EXPERIENCE:
An internship is an opportunity to test drive a career without making any serious commitments
one of the most important thing I have gained in my internship is new found knowledge. It
was my opportunity to showcase my current skills and develop new ones that will help me in
the future.
Aspects That I Learnt in my Internship Was,
1. Relationship Building.
2. Knowledge on the field.
3. Time management.
4. Customer handling.
5. Act like owner
Internship thought me skills that were used to work efficiently, and how to work in a team
with other people in the same department as well as other department, being able to work
together and help one another was vital to the department’s success. Team work is such an
important aspect of running company and my internship have thought me on how to do this in
a business aspect.
71
BIBLIOGRAPHY:
Website:
• https://www.techcircle.in/tag/bundl-technologies-pvt-ltd
• https://en.everybodywiki.com/Swiggy
• https://www.swiggy.com
• https://www.livemint.com/Companies/9cuyxq0GMXuDWaGuMWYsZL/Swiggy-
raises-1-billion-in-largest-funding-round-till-date.html
• https://timesofindia.indiatimes.com/topic/Swiggy
• https://www.entrepreneur.com/encyclopedia/primary-market-research
E-Books:
• https://research-methodology.net/about-us/ebook
• Chavan et al., IJPSR, 2013; Vol. 4(5): 1730-1742. ISSN: 0975-8232 International
Journal of Pharmaceutical Sciences and Research 173
• Mark Xu, John Walton, (2005) "Gaining customer knowledge through analytical
CRM", Industrial Management & Data Systems, Vol. 105 Issue: 7, pp.955-971
Reference:
• https://www.businessballs.com/freepdfmaterials/monthly_sales_report_template
• https://bytes.swiggy.com/making-swiggys-order-tracking-a-magical-experience
• https://medium.com/search?q=swiggy
• www.wiki.com
• www.medium.com
72
ANNEXURE
Dear respondents,
I, Prajwal N, MBA student of NEW HORIZON College of Engineering, Bangalore. As a part
of my academic curriculum, I intended to do, Project on “A Study of the factors causing less
number of orders on Swiggy from the area MYSORE-SOUTH, Mysore”. In connection
with the above topic I need certain information which will be used purely for academic
purpose. This questionnaire is part of my internship work which will help me to do data
analysis and interpretation.
I shall be grateful if you would, kindly share a few minutes of time to fill up this
questionnaire.
I assure you that all information shared by me will be kept confidential.
I sincerely thank for your valuable inputs.
Regards,
Prajwal N
73
QUESTIONNAIRE
1. Name :
2. Gender :
Male
Female
3. Age :
16 – 22 Years
23 – 28 Years
29 – 36 Years
37 – 45 Years
45 and above
4. Do you know about Swiggy?
74
5. Approximately how often do you order from Swiggy?
• Daily
• Monthly
• weekly
6. The brand awareness of Swiggy is

• Good
• Average
• Bad
7. CHOICE OF RESTAURANTS:
Strongly Strongly
Statements Agree Neutral Disagree
Agree Disagree
A good option of
Breakfast players is
available.
A good option of
Lunch players is
available.
A good option of
Snacks players is
available.
A good option of
Dinner players is
available
A good option of Late-

night players is
available.
75
8. PRICE:
Strongly Strongly
Agree Disagree
The Cost for Two is
average.
Swiggy POP prices are

pocket friendly.
There is no overcharge
from the restaurant
side.
The delivery charges

are moderate.
The packing charges

are moderate.
Good Offers and

Discounts are provided
76
9. AVAILABILITY:
Strongl
y Strongly
Agree Disagree
Variety of cuisines are

available.
Healthy Food options

are available.
Fast food options are

available.
Beverages are
available.
Late Night food options

are available.
Both vegetarian and

non-vegetarian food is
available.
77
10. QUALITY:
Strongly Strongly
Agree Disagree
The quality of the food

is good.
The quality of the

packaging is good.
The food is delivered at

the required
temperature.
The quality and price

match.
The food arrived is

fresh.
11. CUSTOMER SATISFACTION:
Strongly Strongly
Agree Disagree
The cuisine gap

exists
The process of
ordering and paying
is satisfactory
The app is user-

friendly
78
12. DELIVERY TIME AND PACKAGING:
Strongly Strongly
Agree Disagree
The food is delivered

on time.
Proper tracking of food

is available.
The food arrived is

properly packed.
The food is packed

using proper packing
material.
The Quality of the
packing is good.
The Type of Cuisine

and the packing
matches.
Needed cutleries are
provided.
Ease of eating exists

while handling the food
after delivery.
79
13. DELIVERY EXECUTIVE:
Strongly Strongly
Agree Disagree
The behaviour of
delivery executive is
decent.
The delivery executive
doesn’t frequently
change.
notifies after reaching
the location.
acts according to the
delivery instructions
given by you.
80
81

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PROJECT REPORT

DEPARTMENT OF MANAGEMENT STUDIES

MASTER OF BUSINESS ADMINISTRATION

Signature of Internal Guide Signature of HOD Principal

Name of the Examiners with affiliation: Signatures with date

CHAPTER CONTENT PAGE NO

CHAPTER 3 • Methodology 27-30

CHAPTER 4 • Analysis and interpretation. 31-61

CHAPTER 5 • Findings 62-64

CHAPTER 6 • Learning experience 65

CHAPTER 7 • Bibliography 66-74

INTRODUCTION ABOUT INDUSTRY:

Players in the business widely gathered into 3 types:

• Increase in discretionary cashflow and more profound web infiltration of clients

• Restaurants tying up with online sustenance conveyance stages guarantee to get an

Progressively unmistakable care and additional money close by increasingly

Rohit Chadda, MD and Founder Foodpanda, trusts, "Internet requesting is helpful

EVENTUAL FATE OF THE BUSINESS:

According to the business specialists, the general nourishment conveyance business is

Online nourishment requesting is at an energizing stage now. Numerous

Putting in sustenance demands online favourable circumstances clients, restaurants,

Swiggy is a sustenance conveyance application which is at present working in

In August of 2014, Swiggy started tasks by joining a couple of eateries in Koramangala,

Swiggy is headquartered at IBC, Bengaluru and has working workplaces in Mumbai,

• Vendor Management Team.

• Swiggy POP team.

• Swiggy Dash team.

These above-mentioned departments are headed by the below personnel:

1. Vivek Sundar (COO)

2. Rahul Bothra (CFO)

3. Dale Vaz (Head of Engineering)

4. Vishal Bhatia (CEO-New Supply)

5. Joseph Cherian (COO-New Supply)

6. Ashley Dsouza (VP-Business)

7. Girish Menon (VP-HR)

8. Srivats TS (VP- Marketing)

9. Srinath Rangamani (VP-Design)

10. Sandeep Mina (VP-Supply)

11. Ashish Chatterjee (VP-Products)

12. Anuj Rathi (VP-Products)

13. Sachin Kotangale (VP-Operations)

14. Amit Garde (VP-Engineering)

15. Madhusudhan Rao (VP-Engineering)

16. Alok Jain (Entrepreneur in Residence)

“ELEVATE THE QUALITY OF LIFE FOR URBAN CONSUMERS BY OFFERING

QUALITY POLICY AND VALUES:

3. Be Honest, Display Highest Levels of Integrity: We believe in open and honest

6. Be Humble: We value ideas on merit, not hierarchy. We acknowledge that we don’t

We strive to create an open, engaging and employee-friendly workplace.

• Group Personal Accident Insurance.

• Group Medical Insurance.

• Pre-loaded Food Card.

• Paternity and adoption leave policy.

• Free assistance and tax and investment planning.

• Working with smart, young, mission-driven people.

• Regular Team outings.

• Snacks and beverages.

• The Bowl Company.

• Swiggy Capital Assist.

Ahmedabad. Gurgaon. Muktsar.

Allahabad. Guwahati. Mumbai.

Aurangabad. Indore. Nashik.

Bengaluru. Jaipur. Noida.

Bareilly. Jalandhar. Patiala.