A

PROJECT REPORT
ON

“YOUTH BEHAVIOUR TOWARDS ELECTRONIC FOOD DELIVERY

PLATFORMS”

Submitted by

PATEL FENIL JITENDRABHAI

Submitted to

DR. MANISH SIDHPURIA

In the Partial fulfillment of the requirement for the 4th Semester in MBA Programme

DEPARTMENT OF BUSINESS AND INDUSTRIAL MANAGEMENT

VEER NARMAD SOUTH GUJARAT UNIVERSITY SURAT

2020-2021
 ACKNOWLEDGEMENT

I am glad to express my profound sentiments of gratitude to all who rendered their valuable
help for the successful completion of this project report titled “YOUTH BEHAVIOUR
TOWARDS ELECTRONIC FOOD DELIVERY PLATFORMS”

It is my great pleasure to have this opportunity to express my sense of gratitude to our head of
the department Dr. Renuka Garg It is due to her encouragement, which would not have been
completed without her help.

I would like to express my huge thanks and gratitude to Dr. Manish Sidhpuria (professor)
for prompt support and guidance in accomplishing this project.

I express my Gratitude to Department of Business and Industrial Management for the support
and the environment it has provided me.

My sincere gratitude goes to Veer Narmad South Gujarat University that gave me a
chance to brighten my academic qualification that provides the opportunity to have practical
knowledge about the relevant field.

FENIL PATEL
 EXECUTIVE SUMMARY

The recent technological growth has been a key think about the event of the many business
models and growth of the many sectors. It’s also created scope for brand spanking new
businesses to arise. one among them being the electronic food delivery app services. This
service upon introduction was assumed to face difficulty during adoption by the purchasers
especially in a country like India but the wide and cheap availability of internet across the
country and therefore the improved interface provided by the apps has contributed within the
increased adoption among customers. The 2 main players within the industry being Zomato
and Swiggy.

As the market sees a growth within the electronic food delivery apps services, it becomes
important to research the market, the buyer behaviour and perception towards the service.
This may successively help to know what the buyer wants. By capitalizing on these findings,
the businesses can innovate and define new strategies and serve them better. The matter
which the researcher studied within the paper was to review the perception, satisfaction and
behaviour of school students towards electronic food delivery platforms in Mumbai. During
this research, 220 people were surveyed to seek out different consumer attitudes of the
purchasers just like the loyalty, spending pattern, nutritional intake, and the well-liked mode
of payment. The research would help the varied platforms; mainly Zomato and Swiggy to
specialise in the areas where they're lacking and help them better target the requirements of
the buyer. It can help them target the new consumers through popular channel. They will
realize the consumer’s preferences with reference to payment options, availability of healthy
food and various other aspects.
 TABLE OF CONTENT:

Sr.No. Particulars Page no.

1 Chapter-1 Introduction 7-25
2 Chapter-2 Literature review 26-28
3 Chapter-3 Research methodology 29-31
3.1 Research Problem 30
3.2 Research Objectives 30
3.3 Research design 30
3.4 Research Instrument 30
3.5 Sampling plan 30
3.5.1 Universe/population 30
3.5.2 Sampling frame 31
3.5.3 Sampling unit 31
Sampling size 31
Sampling Technique 31
3.6 Data analysis tool 31
4 Chapter-4 Data analysis and interpretation 32-53
5 Chapter-5 Finding and Conclusion 54-56
BIBLOGRAPHY 57
ANNEXURE 58-61
 CHAPTER-1
INTRODUCTION
Online Food Delivery Market Overview:

The online food delivery could also be a service that allows the user to order food from a desired food
outlet via the online . this may be done either by happening to the online site and placing an order or
by employing a mobile application. The introduction of online food delivery system has been a
convenient addition, which has not only reduced long queues, but has also decreased the waiting time
for ordered food delivery. The electronic food delivery system has already been adopted throughout
the planet and its performance has been relatively good.

The electronic food delivery services market consists of sales of online food delivery services and
related services primarily for household consumption. The electronic food delivery services market
includes all companies involved in distributing the packages received from hospitality establishments
and has an internet portal or an application for his or her sales. The food is usually either ready-to-eat
food or food that possesses to be specially prepared for direct consumption. Online food delivery
service has two segments, restaurant-to-consumer delivery includes delivery of order directly by the
concerned restaurant, whereas, Platform-to-consumer segment involves online delivery services that
deliver orders of partner restaurants.

The global online food delivery services market covered during this report is segmented by type into
platform-to-customer, restaurant -to-customer; by channel type into websites, mobile applications; by
payment method into cash on delivery, online payment.

The global online food delivery services market is predicted grow from $115.07 billion in 2020 to
$126.91 billion in 2021 at a compound annual rate of growth (CAGR) of 10.3%. The expansion is
particularly because of the companies resuming their operations and adapting to the new normal while
recovering from the COVID-19 impact, which had earlier led to restrictive containment measures
involving social distancing, remote working, and thus the closure of economic activities that resulted
in operational challenges. the worldwide online food delivery services market is predicted to achieve
$192.16 billion in 2025 at a CAGR of 11%.

An increase in smartphone users has given a lift to online food delivery services worldwide.
Smartphone users are the primary internet buyers for the F&B industry and an increase within the
amount of smartphone users reflects a possible increase in online buying food and beverages. the
earth F&B e-commerce users reached 1.5 billion in 2019 and are expected to grow by 800 million,
with a mean of 25% y-o-y growth, by 2024. Indian food delivery platform, Zomato, has 80 million
monthly active users and has set targets of reaching 20 million over subsequent few years. Hence
increase in smartphone users and internet penetration is driving growth in online food delivery
services.

Cost of supply chain and logistics are getting to be the key restraint for the online food delivery
services market. This cost includes the worth incurred for order fulfilment, delivery cost, adjusting
business resources to dynamic market demand and last-mile connectivity. Besides, there are costs of
cardboard boxes for packaging, gas, mileage and thus the value for hiring a driver, the supply chain
and logistics possesses to be in situ so on avoid the spoilage of products with limited period of time .
according to the report by Capgemini, in 2019, the retailers could lose up to 26% of their profit if they

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fail to upgrade their logistics system to form sure on-time delivery despite the increased online
grocery system. Therefore, the costs incurred by the supplier side may restrain the expansion of the
online food delivery services market.

Up gradation of the distribution network to a more decentralized system, Distribution 4.0, is trending
within the food delivery services market. In Distribution 4.0, suppliers partner with multiple players
for the only market coverage between urban and rural markets, focusing their efforts on marketing,
branding, and in-store merchandising to form best-in-class shopper experience. They’re likely to
partner with aggregators, e-commerce delivery companies, rural distribution companies, and
distribution arms of recent trade to drive coverage. E-commerce aggregator Amazon has announced
plans to team with many small scale businesses, shops, and rural supermarkets, to increase their last-
mile connectivity. Therefore, the trend of Distribution 4.0 is envisioned to inaugurate some positive
effects on the online food delivery services.

In January 2020, Zomato, an Indian food delivery services company, has acquired Indian operations
of Uber Eats for $350 million in an all-stock transaction. The combined entity of Zomato and Uber
Eats India is predicted to corner quite 50-55% market share in terms of the quantity and value of
orders. Uber Eats may be a web food delivery services vertical of Uber, a US-based ride-hailing
company.

Major players within the worldwide online food delivery services market are takeaway.com,
Doordash, Deliveroo, Uber eats, Zomato, Swiggy, Domino's pizza, Grubhub, foodpanda, and Just Eat.

The global online food delivery services market is segmented -

1) By Type: Platform-to-Customer, Restaurant-to-Customer

2) By Channel Type: Websites, Mobile Applications

3) By Payment Method: Cash On Delivery, Online Payment

Online Food Delivery Market in India:

The India online food delivery market reached a worth of US$ 4.35 Billion in 2020. Online food
delivery assists individuals in ordering and receiving the required food products at the doorstep. It
involves browsing the online site or application, selecting from an honest kind of cuisines available
and making the payment through different methods. The website/application updates the user about
the expected duration of food preparation and delivery. These features, in confluence with attributes
like ease, speed and precision of delivery, are increasing the demand for these services in India.

The market is currently witnessing growth on account of the increasing access to high-speed internet
facilities and thus the boosting sales of smartphones. This, in confluence with the growing working
population and inflating income levels, is propelling the online food delivery market growth in India.
Although the players are mainly concentrated within the urban regions of the country, with Bangalore,
Delhi and Mumbai representing the three largest markets, vendors are now also targeting smaller
cities, as they have strong growth potential. Moreover, the rising trend of the on-the-go food items and

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quick home delivery models that provide convenience, ready-to-eat (RTE) and cheaper food delivery
options are escalating the demand for online food delivery services within the country. Furthermore,
thanks to the rising cases of COVID-19, variety of the leading players like Zomato, McDonald's
Corporation and Domino’s Pizza Inc. have introduced contactless delivery services. These services
confirm that the food reaches the customer without being touched by bare hands and is delivered
safely with adequate social distancing measures.

What are Key Factors Driving the web Food Delivery Services Market?

The increasing consumer inclination towards buying from online platforms, mobile applications, and
websites is driving the market growth. Moreover, rising penetration of the online and growing number
of smartphone users is predicted to propel the demand for online food services.

Online food provider’s offer cash back benefits, rewards, discounts, and doorstep delivery options to
understand traction among consumers. additionally , increasing income levels across the developing
countries are changing consumer preference which is predicted to boost the market growth within the
approaching few years.

Smartphone users are buying nutriment through mobile applications thanks to simple access. The
younger adults are preferring doorstep food delivery options while ordering food. Thus, the growing
internet network and digital media are influencing the customer to buy for food from online service
providers.

Companies within the web food delivery service market are engaging in improving consumer
experiences and logistic capabilities. Additionally, rising investment and funding within the corporate
business is additionally surging growth of industry. as an example , in 2019, Zomato has received
funding of around USD 62.2 million from Naspers Limited, Chunwei Capital, Delivery Hero et al. .

Key manufacturers within the market specialize in reducing operational costs through optimized
delivery. The usage of drones, parachutes, and robots for food delivery is gaining in popularity. of
those technological developments are anticipated to bolster the demand for online food services.

chalanges faced by electronic food delivery sector:

1. Shifting Customer Preferences:

With countless on-demand food delivery apps within the market, customer retention has become very
difficult. The food delivery service must understand likes and dislikes of the customer and offer
incentives and offers supported preferences.

2. Fluctuating Market Prices:

The need to provide competitive pricing puts great pressure on businesses dealing in food delivery.
Food prices keep fluctuating and it's tough to remain track with market prices, which prevents in
implementing the right pricing strategy.

3. Maintaining Food Quality Standards:

It is a challenging task to require care of the quality of food being delivered at customers’ location.

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Food is typically vulnerable to quality lapse and implementation of proper logistics is crucial to
provide timely deliveries.

4. Improper Food Handling:

Lack of coaching within the thanks to handle food delivery is one of the reasons for improper food
handling. Food delivery services need to have proper measures in place to form sure proper hygiene
and safety standards are maintained.

5. Big Industry Players:

With the on-demand food deliveries showing great growth, big industry players having immense
resources are able to take a way bigger market share. for small players, it becomes very difficult to
understand a customer base.

6. The Logistics Dilemma:

Businesses handling food need to take into account various parameters like what's getting to be the
delivery coverage area, the thanks to maintain food quality, freshness for far-off locations, allocation
of resources like manpower, fleet then on. An absence of proper logistics management would cause
customer dissatisfaction and loss of orders.

7. Unreliable Delivery:
Unreliable delivery are often thanks to reasons like traffic, order volume, lack of coaching , and lack
of proper scheduling and route planning. The food deliveries are often unreliable if there is a shortage
of delivery staff.

8. Inability to affect Demand:

Inability to affect demand leads to increased delivery times and compromises food quality. Accept
orders keeping in mind your resources and skill to deliver on time. Most restaurants cannot manage
operations and logistics for delivering an outsized number of orders.

9. Payment Methods:
Lack of multiple payment methods would cause customers cancelling their orders and switching to a
special food delivery service. Refund process in cases of failed payments or cancelled orders also
must be implemented.

10. Customer Service:

On-demand food delivery services need to provide different channels of communication like email,
live chats, social media and phone calls to customers. Customers prefer to be kept within the loop
regarding the status of their food delivery order.

Impact of covid-19 on online food delivery firms:

The preliminary ranges of the covid-19 pandemic and consequently the following strict lockdown had
an unfavourable effect on Indian on line meals shipping organizations, extensively ruled through
Zomato and Swiggy. Consumers had shied away from on line meals ordering way to apprehensions
on protection and a well-known desire for home-cooked meals. But matters picked up in a while and
consequently the recuperation has been quicker. Analysts reckon the pandemic has helped
organizations enhance unit economics and upload greater purchasers, due to the fact the frequency to
devour out has dropped. Analysts from Kotak Institutional Equities wrote all through a file on 24

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January, “They now see numerous covid-associated tailwinds reaping rewards the industry: (1) more
propensity of eating places to be to be had for shipping (numerous fine-eating eating places have
began list on shipping platforms), (2) commonly a more inclination through purchasers to position
better price orders (evidenced through the very reality that meals shipping GMVs have recovered
quicker to pre-Covid tiers than orders), and (3) sharply stepped forward unit economics pushed
through more recognition of convenience/shipping rate charged through shipping organizations."
GMV is gross products price.

List of Best Food Delivery Apps in India:

1. Swiggy

Swiggy is a web meal shipping carrier that gives a whole lot of variety. They’re the biggest in India
and perform in extra than 500 towns at some stage in the country, including Delhi, Mumbai,
Hyderabad, and Bangalore, amongst different towns. The corporation additionally has capabilities
including Swiggy Genie, which lets in clients to reserve something from groceries to shampoo whilst
they experience their meal; Swiggy Money, which lets in clients to load their Swiggy Wallet and pay
immediately with ease; and Swiggy Super, wherein you could unfastened shipping and outstanding
bargain on pinnacle eating places of your city. Swiggy has been rated because the fine Online Food
Delivery Service in India via way of means of numerous companies on the grounds that its inception
in 2014 (Source: Inc42). They had been additionally ranked amongst Forbes’ pinnacle a hundred start-
ups of 2017.

2. Zomato:

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Zomato is a eating place discovery and meals transport carrier that operates in extra than 500 towns
throughout India. They listing eating places with certain descriptions, pics of the dishes on offer,
evaluations from customers, in addition to touch information- making it smooth to locate any
delicacies you crave in your meal. Zomato has an in depth and interactive menu, that's why they may
be a favourite amongst Indian foodies. It has a huge form of eating places you may pick from, and it
additionally gives the choice to reserve beforehand for pickup or transport. Zomato boasts extra than
95% of all on-line eating place evaluations and has been rated as certainly considered one among
Forbes’ Top one hundred Start-ups 2017.

3. Eat Fit:

Eat Fit or Cult fit is a health life-style logo and on-line meals ordering provider that lets you hold a
wholesome food regimen with 3 easy pillars: Deliver wholesome, tasty Indian meals, Aid the broader

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adoption of bodily workout as part of day by day lifestyles and provide training thru Yoga, Ayurveda,
etc. They had been devoted to uncovering and supplying a higher manner of dwelling on the way to
assist human beings stay more healthy for longer. Eat Fit has its very own kitchen to put together
fresh, wholesome meals. They provide unique meal plans for weight loss, a balanced food regimen, or
simply meal shipping in general. Eat fit brings the first-class of India to you and makes your lifestyles
smooth through presenting restaurant-exceptional items added proper at your doorstep.

4. Eat Sure:

The corporation Rebels Foods’ Faasos app has now been rebranded as EatSure. Before the
rebranding, it used to serve six towns in India. It now serves ten towns throughout India and provides
over 95% of orders inside 30 minutes! EatSure is going for walks on a cloud kitchen-primarily based
totally commercial enterprise version in which the figure corporation Rebel Foods is imparting 10 in-
residence manufacturers on its platform, particularly Faasos, Behrouz Biryani, Oven Story, Mandarin
Oak, Lunch Box, The Good Bowl, Sweet Truth, Firangi Bake, The 500 Calorie Project, Navarasam,
and Slay. EatSure gives a extensive type of cuisines, catering to the wishes and tastes of all Indians. It
additionally affords offerings which are low cost and fresh, that's why it’s so famous amongst humans
residing in Indian towns inclusive of Mumbai or Delhi.

5. Dunzo:

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Dunzo is a meals shipping provider that specializes in presenting first-rate customer support and
handing over first-rate meals to customers. It is a meals shipping app that changed into created in
India. Dunzo changed into created to resolve the trouble of ordering meals from restaurants. Apart
from Food, You can use the Dunzo App to buy groceries, normal necessities like milk and eggs, or
maybe get your laundry done! They have over a hundred traders partnered with them throughout India
at this time, making it one of the nice Online Food Delivery Services in India. Anything you want
may be introduced proper in your doorstep! The Dunzo App is presently to be had in Bengaluru,
Delhi, Gurugram, Pune, Chennai, Jaipur, Mumbai, and Hyderabad.

6. Box 8:

Ust like EatSure, Box8 is some other Indian startup with the idea of a cloud kitchen. The organization
is primarily based totally in Delhi and has the ability to serve over one million food each month. They
have extra than a hundred and twenty shops throughout the u . s . a . and are withinside the manner of
including up extra. Since Box8 is a startup, they were capable of preserve their charges low and
provide loose transport for orders above Rs 350. They additionally offer cash-on-transport alternatives
wherein you may pay through card or COD at your step at no more cost! The meals range is restrained
to desi food; from breakfast to dinner, the whole lot is covered. You get the pride of consuming home
made and wholesome meals.

7. Magic pin:

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Maginpin is an all-rounder financial savings app that permits you to find out reductions, coupons, and
vouchers to the locations you go to regularly. It additionally gives a meals shipping provider and has
partnered with over a thousand eating places in India that provide reductions for purchases made via
the app. The Maginpin app will permit you to order from the high-satisfactory eating places made to
be had on your metropolis through locating the area for you, making fee clean with simply one click,
and turning in them directly on your doorstep! It gives reductions in case you are ordering for your
self or have pals over. They satisfaction themselves on supplying outstanding fine meals even as
pricing it competitively in order that greater humans can get admission to it.

8. Freshmenu:

Freshmenu is a meal shipping carrier that gives freshly cooked meals. They supply food to your step
the usage of an app and feature partnered with the great eating places in India. The corporation has
grown exponentially because it commenced in 2013, connecting clients immediately with cooks
cooking their favoured recipes from scratch! Customers can order something from rapid meals like
burgers and wrap to a full-direction meal like chow mein or daal tadka. They provide breakfast, lunch,
and dinner with a most of hours to supply the meal. They are presently found in Mumbai, Delhi-NCR,
Bengaluru, Chennai, and Hyderabad

9. Domino’s pizza:

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Domino’s Pizza India is the neighbourhood franchise of the worldwide pizza chain, Dominos. The
India department is one of the fastest-developing Dominos branches globally, and its carrier has been
praised through many clients. Dominos is one of the maximum famous Online Food Delivery
Services in India. The organisation operates greater than 5000 shops and offers pizza all throughout
the country! They provide a whole lot of pizzas with flavours from around the world however
additionally have Indian dishes like tikka masala pizza! And gives dine-in in addition to domestic
shipping alternatives to clients at affordable rates. The menu consists of vegetarian in addition to
vegan alternatives too. You can order any type, shape, or length which you need on their internet site
as they provide a extensive range starting from BBQ Chicken Pizza to Mexican Fiesta with bird
wings.

10. Pizza hut:

Pizza Hut is many of the pinnacle fast-meals chains in India, handing over the exceptional fine meals
at low-priced costs! When you order from Pizza Hut India, you're confident of having scrumptious
pizzas crafted from the hottest elements and taken to the doorstep anyplace in India. Pizza Hut has a
huge kind of pizzas with the intention to fit your appetite, whether or not you’re yearning a cheese
pizza or pepperoni pizza! They additionally provide vegetarian alternatives like Veg Supreme, crafted
from sparkling greens cooked with onions, capsicum, corn, and blended peppers. Pizza Hut has
numerous retailers in metropolitan towns throughout India and Online Food Delivery Services with
shipping factors throughout the country! The employer additionally gives offers like Dine-in Deals to
revel in your preferred pizza at eating places for discounted prices.

Types of Food Delivery Services:

With a surge in call for, meals shipping offerings globally have now been beneath Neath the
spotlight. From triumphing clients to information them, a paradigm shift with inside the technique of
meals shipping offerings is likewise underway. Understanding the ones 4 wonderful kinds of meals
shipping offerings subsequently is essential.

1) Restaurant Prepared Food Delivery

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This is a sort of on-call for shipping provider that has disrupted the conventional market. Social
media mentions of such shipping offerings have skyrocketed in current times, greater so because
of COVID19 outbreak. Three simple additives of a meal experience – ordering, cooking and
handing over are managed. While few handles all of the 3 simple operations, maximum are into
accepting orders, passing it directly to companion eating places after which handing over it to the
clients. Companies like JustEat, GrubHub, FoodPanda have partnered with eating places after
which supply the meals to the clients. Whereas speedy meals chains like PizzaHut, Domino’s
McD do all of it via way of means of themselves or maybe interact third-celebration apps to get
hold of orders and get it added.

2) Meal Kits Delivery Companies

like Blue Apron, Freshly are catering to this segment. Expected to attain USD 20 billion via way
of means of 2027 as consistent with Grand View Research, that is specifically opted via way of
means of busy and overworked families. Meal package services have options – warmth and eat,
prepare dinner dinner and eat. Fresh, healthy, relatable food can most effective resonate with
clients who in general face slot shipping problems currently.

3) Grocery Delivery Grocery

shipping commercial enterprise has visible a surprising spike for the duration of the pandemic and
could maintain with its increase with inside the subsequent couple of years. Mostly the
commercial enterprise begins off evolved with both an internet portal or app and provides
groceries to the clients from a warehouse or offline keep wherein the gadgets are stocked. At
times, a web grocery market is created via way of means of becoming a member of fingers with
few neighbourhood grocery producers/shops who might ultimately use the platform to promote
their merchandise at the market. Companies like Peapod and Instacart are specifically main the
segment.

4) Veggie Box Delivery Vegetable

container subscriptions are at the upward push nowadays. These can variety from Community-
Shared Agriculture containers (CSA containers) to company equal that are branded containers of
greens and fruits. During the lockdown months, over 500 British vegetable container providers,
with ready lists starting from one hundred sixty to 6,seven hundred clients, added 3.five million
containers of sparkling produce to homes, that’s greater than double their common income.
Popular UK vegetable container suppliers, along with Farmdrop and Riverford, needed to
introduce on-line queues because of surged demands. The USA primarily based totally Farmers
Box and Misfits Market additionally registered massive spikes of their income of veg containers
for the duration of the pandemic outbreak.

Why do corporations need a sturdy meals transport monitoring machine?

While the recognition of the food shipping business enterprise is on the increase , its success and
equity will in big element agree with how strong their tracking gadget is, for the purpose that
masses may want to agree with the last-mile shipping. we have got full-clad the parameters to
illustrate why this kind of strong gadget is that the need of the hour.

Guaranteed solid deliveries:

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When all the food shipping businesses are busy wooing customers, a little mistakes in losing or
misplacing a bundle deal can motive large damage in recognition leaving the irked patron to
badmouth. However, real-time tracking can come handy to shape sure the safety and traceability
of the parcel that leaves the kitchen. Also, customers may also be able to understand the purpose
for the put off primarily based totally definitely upon the area of the bundle deal through manner
of way of improving the options for tracking the providers mechanically providing a assure for
stable shipping. Having a place warehouse at every shipping aspect is essential to shape sure the
safety of the goods while they are in storage.

Enhancing course planning:

Optimizing the path of shipping is crucial as it makes the device smooth. Route manipulate
software program application permits to investigate sure routes and affords an optimized way to
the sure power. These outcomes all through a reduction of shipping time and expenses to a
effective extent. With the manual of this era, drivers experience more cushy while turning in food
parcels, and make the device quicker than expected. Special algorithms mechanically assign the
nice power relevant for the real course to shape sure faster processing.

Enabling Automatic Dispatch:

Through real-time tracking software program application, the goods may also be mechanically
dispatched with minimum manual intervention. The software program application mechanically
assigns the riding pressure and shipping dealers for each single bundle deal using a particular
algorithm. From the dispatch till shipping, the complete operation is processed via the ones
algorithms to hold speed. During the modern pandemic condition, this particular device helped
workout social distancing. This gadget moreover lets in the customers to recognize the date and
time of shipping in advance along side moreover facts on the put off if any.

Gain Better Control thru Tracking:

The on line tracking era lets in customers to get their programs on time and communicate with the
shipping agent if necessary. Tracking and tracing are a essential a community of last-mile
shipping services. It moreover permits to govern the routes and creates batch shipping systems
mechanically without any manual intervention. This, in turn, will boost up the device, and they're
specifically useful while there may be a lack of employees all through effective situations.

Quick Customer Feedbacks:

Customer remarks are crucial and as a result form of the real-time tracking software program
application offers this facility. This remarks facts is moreover analysed and applied in service
enhancement of businesses to induce more traction. Voice of the patron can certainly aspect the
troubles with inside the gadget. Actually, the ones modern technological interventions are vital
that might be part of the provider, shipping agent, customers, and makes . These techniques are
part of the improvement concerned with inside the last-mile provider era at the way to
subsequently deliver components faster and boom patron retention, followed through manner of
way of large brand equity.

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 Top 10 Food Delivery Software/Apps :

The pandemic outbreak has visible a surge in on-line meals shipping commercial enterprise
worldwide, let’s have a examine the prevailing pinnacle gamers across the globe.

1. GrubHub, USA

2. Doordash, USA

3. UberEats, USA

4. Postmates, USA

5. Just Eat, Denmark

6. Deliveroo, UK

7. HungryHouse, UK

8. Foodpanda, Singapore

9. Zomato, India

10. Ele.me, China

Food Delivery: Industry Trends for 2021 and beyond:

• Increased third party delivery

• In-house restaurant delivery fleets
• Prioritizing delivery data tracking
• Tech giants moving in on food delivery
• Rapid online grocery growth
• A rise in food delivery subscriptions

Third-Party Delivery:

Third-birthday celebration birthday festivity transport keeps creating as its usage will increment
all through the eatery and staple enterprises.

Café networks are an expanding number of banding together with a couple of 0.33 birthday
festivity armadas trying to build their vehicle impression all through the entirety of their shops
and consistently of day.

While this strategy grows the chains' geographic achieve and pool of capacity clients, it
furthermore way that an immense bite in their vehicle tasks aren't beneath Neath their control any
longer. A few dinners bunches are moderating this through method of method for the usage of
possessed on line web locales for requesting, anyway then the use of transport as an assistance
(DaaS) merchants to hold out the significant vehicle.

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 Food transport control programming program bears the cost of them with much-wished
perceivability and control over their vehicle activities and KPIs, in any event, for data that started
with 0.33 gatherings.

In the U.S. staple market, Instacart in any case includes a sensibly durable protect on transport
administrations, but contending merchants are gradually infringing on Instacart's, all things
considered, truck.

With food merchants an expanding number of mindful of the dangers of single-guarantor

conveyances, expect to appear to be additional food merchants pass to the use of a couple of DaaS
armadas, and taking care of their vehicle tasks in-home with the utilization of suppers transport
control programming program.

In-House Restaurant Delivery Fleets:

A few organizations are adopting something else entirely to the one portrayed above by
accomplishing something genuinely revolutionary: working in-house conveyance armadas.

Panera dispatched its in-house conveyance activity back in 2016, evading the pattern at that point.
Today, it's one of only a handful of exceptional eatery networks that doesn't surrender a huge
piece of its conveyance income to outsider suppliers.

Today organizations like Chick-fil-An are investigating in-house conveyance and the incredible
advantages it offers like full perceivability and authority over client information and marking. To
easily deal with these activities in-house, cafés need conveyance dispatch programming, which
utilizes computerization to relegate drivers to each request.

At the point when conveyance occurs at scale, with a huge number of requests every day (or
more), the coordinations behind it become progressively intricate, which is the reason chains
overseeing conveyance across various eateries get the most worth out of utilizing conveyance the
board programming frameworks

Tracking Delivery Data:

With an enormous piece of the conveyance stream in the possession of outsiders, it's not shocking
food suppliers are going to information assortment and investigation to more readily comprehend their
conveyance activities.

In April 2019, McDonalds burned through $300 million to obtain a major information startup. The
multi-billion-dollar combination comprehended that the most ideal approach to remain in front of the
opposition is to quantify, investigate, and work on your presentation.

Having these experiences into your own conveyance tasks is important and the advantages stretch
across everything from relations with outside armadas and aggregators, to giving perfect conveyances,
to empowering different arms of your business, similar to client care, promoting and marking.

Tech Giants Moving in on Food Delivery:

Back in 2017, Amazon caused ripple effects when it gained Whole Foods trying to take on the staple
market. Then, at that point Uber Eats came in with a stage for staple and café conveyance.

14
Google started to empower food requesting and conveyance straightforwardly from Search and Maps.
Accomplice eateries will have orders incorporated into the hunt and guide capacities, empowering
individuals to arrange straightforwardly from the query items page. Conveyances will be satisfied by
similar armadas as of now utilized by the cafés.

Since an incredible present of income for food organizations is put resources into online deals and off-
premise satisfaction like conveyance, curb side pickup and drive-through, we expect this pattern will
just develop as tech goliath’s step in with speculations, commercial centres, and new administrations.

Online Grocery Delivery is Growing Rapidly

Online basic food item deals – and along these lines staple conveyance – soar on account of the
worldwide pandemic.

For merchants hoping to increase their conveyance tasks and keep up with client steadfastness with
new satisfaction encounters, the greatest test will beat the most grounded players in online staple. It
will not be simple, as most organizations in this customary market have zero conveyance
mechanization, and frequently depend on a solitary conveyance supplier to arrive at their clients.

Nonetheless, there's uplifting news: other than their current client relationship, physical merchants can
offer cutthroat SLAs by utilizing their local stores as satisfaction focuses.

Bigger chains can likewise open dim grocery stores in metropolitan areas to arrive at clients all the
more rapidly, and make helpful satisfaction alternatives like Buy Online, Pickup In Store.

Anyway it occurs, online basic food item conveyance is inescapable: clients are requesting more
comfort and authority over how and when they request food, and merchants will undoubtedly need the
business development that on-request staple conveyance can give.

Trends in Food Delivery Subscription:

The design of transportation memberships has found an extraordinary suit in each specific on line
dinners delivery and the millennial time. Generally talking, people brought into the world among the
mid 1980's and mid-2000's are the greatest age segment withinside the U.S. furthermore, are utilizing
huge alterations withinside the suppers dispatching industry.

Millenials are the essential period that could then again live in than drop, and that regularly deciphers
to eating in with a hand crafted dinner bundle brought to their entryway. Pre-coordinated clean
suppers, menu units with uncooked fixings, and diverse home-grown dinners packs that store
customers time are apex draws in for the 55% of millennial that focus on solace over even taste, in
sync with the Food Information Council.

These membership pressing holders furthermore oblige customers curious about endeavouring new or
phenomenal cooking styles, something that the thriving supermarket has empowered. Add to this the
developing scope of customers looking out veggie lover, natural, no-gluten, paleo or morally sourced
dinners, and you'll perceive the proceeding with blast of specific supper’s memberships.

With on line orders creating at a faster beat than any time in recent memory, dinners administrators
have an unmatched chance to blast pay edges and supporter reach. The mission might be to steadiness
the supporter call for quick, convenient and clear delivery with the calculated intricacy and charges
needed to fulfil those requests.

15
SWOT analysis:

Strengths of Food Delivery Service Business:

Experienced staff & Strong delivery system:

If you've got a superb cook which will produce tastes within the final product, good packing, and delivery
system. Then these are the plus points of your business. Since we live during a time where most are busy and
need convenience. If you provide quality food with quality and timely delivery service, then people would like
your product.

Well Recognized Brand:

If your brand is well recognized because you've got within the hotel and restaurant business for an extended
time, then it might benefit you once you launch your business online. People would immediately recognize your
brand because they’re conversant in prices and therefore the taste of your products. They won’t waste any
longer time exploring other options; they might place the order for delivery.

Cheaper Prices:

If you're new within the market, then low prices would assist you to draw in price-conscious customers. Low
prices mean that you simply need to do tons of homework to seek out out a budget suppliers, you won’t be ready
to find them easily. Once you are doing , only then you'd be ready to offer your products at low prices.
Otherwise, you won’t be ready to roll in the hay and you shouldn’t offer cheap prices out of your pocket.

Fresh Food:

We all prefer freshly cooked food. When a web service that gives fresh meals to its customers. Then it might
attract the eye of the many people, especially those that have tried other online services before. once you deliver
an equivalent service that you simply advertise, then it might provides a lot of referrals.

Modified Menu:

Your menu list shouldn’t comprise of few products. the things on the menu should have a spread , in order that
people would have options to settle on . A customized menu would give your brand a competitive edge. People
would be sure that it's your brand that gives a spread of products to its customers.

Weaknesses of Food Delivery Service Business:

Limited Capital:

Of course, starting a web takeaway and food delivery business is cheaper than building a true hotel.
But it doesn’t mean that it might be free. you'd need capital for the advertisement, billboards, and
online ads. Referral and word of mouth marketing are good, but it won’t offer you tons of sales. you'd
need paid media tools to succeed in a much bigger audience.

Costly Food:

Food ingredients are getting very costly, and after adding up the value-added cost. the ultimate price
of the merchandise doesn’t offer you a way price competitive advantage. If your new brand offers an
equivalent food items with an equivalent taste, then it’ll be difficult for you to draw in the price-
conscious market. What you would like may be a cheaper supplier to supply lower prices to your
targeted market.

16
Opportunities for the Food Delivery Service Business:

Food Trucks and Wagons:

Food trucks and wagons are an excellent option for the new online food delivery brands, because
people have trust issues. once you introduce your products using the food trucks and meet people face
to face , then you'd be ready to minimize their trust issues. People know what quite person you're , and
see how you manage your kitchen.

Alliances with Bars:

Bars and clubs offer only drinks if you create alliances with them to feature an additional food service
in their bars and clubs. Then you'd be ready to turn those bars into dinners. refill would make them
attract new customers, and it might assist you to extend sales.

Expansion across the Country:

If you’re already doing good business in one city, you've got good reviews and enough capital. Then
you ought to open up branches within the other cities also . Use the satisfied customers’ reviews
within the marketing campaign of the opposite cities.

Since you already doing good business in one city, it's highly probable that you simply would easily
new customers within the other cities across the country. Success multiplies successfully , and you
ought to keep it up expanding.

Improved Customer Service:

Neat and clean service may be a sort of quality that folks admire and that they want it in their meal.
once you provide them an equivalent quality food service that you simply advertise, then it might help
to make goodwill. it's one among those characteristics that might make people choose your brand over
competitors within the future .

COVID-19:

The Coronavirus (COVID-19) has clothed to be deadly to all or any sorts of public gathering hotels
and restaurants. But it's also presented a chance for online food delivery businesses to still grow and
expand. Since people can’t leave publicly places, the sole option for them is to order food online and
obtain delivered reception .

Threats:

Cheaper Prices of Competitors:

If any of your competitors have found some cheap suppliers, and he's offering an equivalent items at a
lower cost . Then it might be fatal for the lifetime of your business unless you’re offering some unique
service and differentiating products. Otherwise, a budget prices of your competitors would help them
to draw in most of the price-conscious market share. Either you ought to find the new cheap suppliers,
otherwise you should search for the ideas to differentiate your product.
Restriction on the Food Truck

17
Some states, countries, residential, and public places don’t allow food trucks to openly sell food items.
If you’re a replacement brand, and your state doesn’t allow you to openly sell food items using food
trucks and wagons. Then it might be very difficult for you to attach with targeted customers.

Some people have trust issues in terms of food items, and you're unable to attach with them. it might
take you a way longer time under such circumstances.

Contaminated Food:

If somehow your food is contaminated and it makes people sick directly , then it's not something that
you simply want. Because it might create negative marketing of your business and spread panic
among the general public . Even it happens at once; people won’t order for the delivery of your food
again. It doesn’t matter how well established your brand it.

If it happens to a replacement brand, then it might mean the death of your business. For an older
brand, they need to simply accept their mistake, apologize to the general public , and pay medical bills
of the affected people. Only then the general public would accept their apology.

Economic Downturn:

Economies across the planet are browsing a really rough period due to the present pandemic
circumstances. The percentage is above ever. It means people have less money to shop for expensive
food. People are barely feeding themselves to survive.

Competition:

People don’t have jobs and that they are consuming their savings. the web takeaway and food delivery
service market is comprised of the many competitors. In such a competitive environment, it's become
very difficult for online businesses to differentiate their products and offer low prices

18
.

CHAPTER-2

LITERATURE REVIEW
The food and repair industry requires the preferences of the purchasers , to satisfy and identify their
needs. consistent with the research, majority of the respondents were aware of the food apps and
therefore the most used apps are Zomato and Swiggy. The respondents considered various factors like
delivery time, convenience and good customer service because the most vital ones (Vinaik, Goel,
Sahai, & Garg, 2019).

This study analyses the connection between online food service and therefore the facilities provided
and also the factors which influence the buying behaviour of consumers . It concludes that as social
media features a great influence on customers, it helps the web service providers advertise their
products for greater reach to the masses. It also says that as currently, people are within the growth
stage regarding the digital world, they like cash on delivery because the most convenient option
(Kumari, 2019).

The research paper helps to spot the determinants of continuous use intention for food delivery
software applications. The research findings stated that the users were influenced by peers, indicating
that word of mouth marketing should be pursued by delivery app providers. Hence, it's important for a
web service provider to supply several benefits to users in order that they are doing not switch to a
different delivery app service (Lee, Sung, & Jeon, 2019).

Recently, because the online food delivery business is growing, this game changing trend of a user-
friendly system where orders are often easily placed through a mobile app results in many challenges
that ought to not be overlooked. It results in unhealthy patterns of food consumption and features a
broader influence on the social environment. Unhealthy low-priced nutriment has become a trend
because it is definitely available (Maimaiti, Zhao, Jia, Ru, & Zhu, 2018).

Most of the businesses nowadays are altering their traditional business strategies into online
marketing to satisfy the stress and wishes of the consumers. it's shown that folks prefer food delivery
apps which provides them offers and promotions. Consumers prefer easy accessibility to food
delivery and lower prices and discounts. it's also found that the food misplaces or misuse during
transit may be a major factor which affects the consumers (Gupta, Roy, Kumar, & Aro0ra, 2019).

The local vendors are ready to connect with people through the delivery apps. consistent with the
findings of the study, most of the people use online services to avail the offers and discounts
available. Majority of the population comes between the age bracket of 18 to 30. the typical spending
by a customer on these apps monthly is approx. 10% of their income. These apps should increase their
reach to local vendors as they're preferred by the purchasers (Beliya, et al., 2019).

The aggregator delivery services, as against ‘Delivery as a Service’ companies, generate a platform
for consumers to navigate through a spread of restaurants hosted thereon and placing orders manually
(Bhotvawala, Balihallimath, Bidichandani, & Khond, 2016).

The research paper helps checking out the purchasers perceptions and knowledge of electronic food
ordering that influences their buying decisions. It analyses the channel that's used more frequently in
electronic food ordering. It helps understand customer's perception towards Electronic food ordering.
The respondents were more satisfied with online food ordering than ordering from telephone. The
findings indicate that restaurant operators should particularly specialise in giving their customer
convenience (Joao Chorneukar, 2014). The research helps find various strategies employed by major
food delivery companies to market their business in India and therefore the effect caused by online
food delivery apps on restaurant business. consistent with the study, food ordering through apps is
growing but still many new start-ups did not survive within the competition and faced closure
(Malhotra & Singh, 2020).

19
The research involves checking out the factors which influence the consumers to not switch from one
food delivery provider to a different provider of online food delivery applications. The research
helped to realize thorough information about various parameters of online food delivery application
that the consumers expect. The factors that influence the purchasers to not switch from provider of
online food delivery application are offers, web openness that availing the services. this is able to
make the customer believe that they're vital to the corporate (M P & Vivek, 2019).

Hong Lan, et al, (2016), “Improvement of Online Food Delivery Service Based on
Consumers‟ Negative Comments” stated that online food delivery market is immature yet;
there are some obvious problems which will be seen from consumers‟ negative comments. In
order to solve these problems, we can neither rely merely on the self-discipline of online food
delivery restaurants nor the supervision and management of online food delivery platforms.
Only by taking laws as the criterion, with the joined efforts of the online food delivery
platforms and restaurants, the government departments concerned, consumers and all parties
in the society, can these problems be solved and an honest online deduct environment are
often created.

Varsha Chavan, et al, (2015), in their study about “Implementing Customizable Online Food
Ordering System Using Web Based Application” the utilization of smart device based
interface for patrons to look at , order and navigate has helped the restaurants in managing
orders from customers immediately. The capabilities of wireless communication and smart
phone technology in fulfilling and improving business management and repair delivery. Their
analysis states that this technique is convenient, effective and straightforward to use, which is
predicted to enhance the general restaurant business in coming times.

Serhat Murat Alagoz & Haluk Hekimoglu (2012), “Customer Perceptions of Electronic Food
Ordering” in their stated that e-commerce is rapidly growing worldwide, the food industry is
also showing a steady growth. during this research paper they have used the Technology
Acceptance Model (TAM) as a ground to study the acceptance of online food ordering
system. Their data analysis revealed that the attitude towards online food ordering vary
according to the ease and usefulness of online food ordering process and also vary according
to their innovativeness against information technology, their trust in eretailers and various
external influences.

SherylE. Kimes (2011), “Customer Perceptions of Electronic Food Ordering” his study found
that perceived control and perceived convenience associated with the electronic food ordering
services were important for both users and non-users. Non-users need more personal
interaction and also had higher technology anxiety to use the services.

20
 CHAPTER-3
RESEARCH METHODOLOGY
3.1 Problem statement:-

In this today competitive time due to advancement of technology and payment facility there
have been changes in consumer behaviour and payment facility. The main focus of the
research is to know the awareness of electronic food delivery platforms customers and also to know
the behaviour towards electronic food delivery platforms. Consumer awareness of electronic food
delivery platforms has been considered significant to influence consumer behaviour with respect to
perceived ease of use. And this survey is to be taken place particularly in Surat city. This report helps
to know the level of awareness and behaviour towards electronic food delivery platforms.

3.2 Research objectives:-

1. To understand youth behaviour towards electronic food delivery platforms.
2. To study the spending patterns of the youth via the electronic food
delivery platforms.
3. To study the demand drivers of online food ordering and understand
the top motivations for the youth to order food online.
4.To study the youth nutritional intake due to ordering food via the
electronic food delivery platform.

3.3 Research design:-

A Research design is purely and simply the framework of plan for a study that guides
the collection and analysis of data. The study is intended to find the youth behaviour
towards various electronic food delivery platforms. The study design is Descriptive in nature.

3.4 Research Instrument:-

A structured questionnaire was prepared and the primary data were collected through survey method.
In secondary data, various websites, Text books are used to collect the information
regarding project under study.

3.5 Sampling Plan:-

Sampling is a process used in statistical analysis in which a predetermined number of
observations are taken from a larger population. The methodology used to sample from a
larger depends on the type of analysis being performed.

21
3.5.1 Universe/ Population:
The entire respondent is to be taken from Surat city only.

3.5.2 Sampling Frame:

People aged between 15 and 24 in Surat city

3.5.3 Sampling unit:

The study population includes the customers of electronic food delivery platforms.

3.5.4 Sampling size:

220 is the set as the sample size for this particular study.

3.5.5 Sampling technique:

Non-probabilistic sampling method has been used to undertake this research.

3.6 Data analysis:-

This study has used a simple percentage, charts through MS EXCEL for analysis of
data .

22
 CHAPTER-4
DATA ANALYSIS AND INTERPRETATION
Age:

Table 4.1:

SR.NO. Age Frequency Percentage

1 15 3 2
2 16 5 2
3 17 10 5
4 18 11 5
5 19 58 26
6 29 73 33
7 21 12 6
8 22 18 8
9 23 14 6
10 24 16 7
Total 220 100

Chart 4.1:

Frequen

2 2

7 5
6% Age
15
Age
8
16
Age
6
26 Age
19
Age
20
Age
33 21
Age

Interpretation:

From the above chart and table it can be observed that 3 respondents i.e. 1% are 15 year old, 5
respondents i.e. 2% are 16 year old , 10 respondents i.e. 5% are 17 year old , 11 respondents i.e. 5%
are 18 year old , 58 respondents i.e. 26% are 19 year old , 73 respondents i.e. 33% are 20 year old , 12

23
respondents i.e. 6% are 21 year old , 18 respondents i.e. 8% are 22 year old , 14 respondents i.e. 6%
are 23 year old and 16 respondents i.e. 7% are 24 year old. In terms of age, a majority of the
respondents lie between the age of 19 and 20 years.

Gender:

Table 4.2:

Gender Frequency Percentage

Male 112 51
Female 108 49
Other 0 0
Total 220 100

Chart 4.2

Frequen
0

Male
49
Femal
51 e

Interpretation:

24
From the above chart and table, it can be observed that 112 respondents i.e. 51% are male and 108
respondents i.e. 49% are female.

Annual Family Income:

Table 4.3:

Annual Family Income Frequency Percentage

Below Rs 2,50,000 88 40
2,50,001-5,00,000 98 44
5,00,001-10,00,000 28 13
Above 10,00,000 6 3
Total 220 100

Chart 4.3:

Frequen

13

40
Below Rs
2,50,000
2,50,001-
5,00,000
5,00,001-

44

Interpretation:

25
From the above chart and table it can be seen that 40% respondents are having annual family income
below Rs 2,50,000 , 44%respondents are having annual family income between Rs 2,50,001-5,00,000
, 13%respondents are having annual family income between Rs 5,00,001-10,00,000 and 3%
respondents are having annual family income above Rs 10,00,000.

Do you order food from online delivery apps?

Table 4.4:

Particulars Frequency Percentage

Yes 185 84
No 35 16
Total 220 100

Chart 4.4:

Frequen

16

Ye
s

84

26
Interpretation:

From the total of 220 respondents 185 of them use electronic food delivery platforms. This shows that
majority of people use electronic food delivery platform.

Why do you not order on online food delivery platforms?

Table 4.5:

Particulars No, of respondents Percentage

Delivery is expensive 8 23
Difficulty in placing order 5 14
Lack of trust in the app 1 3
Food quality concerns 18 51
Lack of customization 3 9
Total 35 100

Chart 4.5:

Chart

23

Delivery is expensive
Difficulty in placing
order Lack of trust in
the app Food quality
14 concerns

51

Interpretation:

27
From the above chart and table it can be observed that most of respondents who do not order food
online are concerned about food quality, 23% respondent feels that delivery is expensive ,, some
respondents are having difficulty in placing order , some need more customization and the rest do not
trust the app.

Which application do you use to order most often?

Table 4.6

Particulars No, of respondents Percentage

Zomato 75 41
Swiggy 91 49
Eat Fit 9 5
EatSure 6 3
Dunzo 4 2
Total 185 100

Chart 4.6:

No. of
respondents
2%

Zomat
41 o
Swigg
y Eat
Fit

49

Interpretation:

28
From the above chart and table it can be observed that 41% respondents most often use Zomato, 49%
respondents most often use Swiggy , 5% respondents most often use Eat Fit, 3% respondents most
often use Eat sure and 2% respondents most often use Dunzo. Swiggy is the most popular among the
respondents followed by Swiggy. The rest of the platforms cannot keep up with these two platforms.

How did you get to know about the platform?

Table 4.7:

Particulars No. of respondents Percentage

Friends & family 86 47
Advertisements 60 32
Internet 35 19
Newspaper 4 2
Total 185 100

Chart 4.7:

No. of

19

Friends &
47 family
Advertisements
Internet

32

29
Interpretation:

Out of all respondents who ordered online i.e. 185 respondents ,around 47% of them were made
aware of the platform through friends and family , around 32% through advertisement , 19% through
internet and the rest of 2% through newspaper.

What would you prefer?

Table 4.8:

Particulars No. of respondents Percentage

Going Out 111 60
Ordering at home 74 40
Total 185 100

Chart 4.8:

No. of
respondents

40%

Going Out
Ordering at
home

60%

30
Interpretation:

Out of all the respondents, about 60% prefer going out for dinner and the rest prefer ordering in.

Is it convenient and easy to order via these online food platforms?

Table 4.9:

Particulars No. of respondents Percentage

Yes 113 61
No 67 36
To some extent 5 3
Total 185 100

Chart 4.9:

NO. of

36
Yes
No
To some
61

31
Interpretation:

Out of all 61% respondents finds it convenient to order food online. 36% finds it not convenient and
3% finds it convenient to some extent.

When do you order the most?

Table 4.10:

Particulars No. of respondents Percentage

Breakfast 13 7
Lunch 40 22
Dinner 132 71
Total 185 100

Chart 4.10:

32
 No. of
respondents

7%

22%

Breakfa
st Lunch
Dinner

71%

Interpretation:

Around 71% prefer ordering dinner, 22% prefer ordering lunch and only 7% prefer ordering
breakfast.

How many times do you order food online in a week?

Table 4.11

Particulars No. of respondents Percentage

0-2 98 53
3-5 75 41
6-8 8 4
more than 8 4 2
Total 185 100

Chart 4.11

33
 No.of

2
4

0-2
Times

6-8 Times
41 53
more than 8

Interpretation:

From the above chart and table it can be observed that 53% respondents order food 0-2 times in a
week , 41% respondents order food 3-5 times in a week , 4% respondents order food 6-8 times in a
week and 2% respondents order food more than 8 times in a week.

On an average, how much do you spend per order?

Table 4.12:

Particulars No. of respondents Percentage

0-500 104 56
500-1000 70 38
1000-1500 10 5
1500-2000 1 1
Total 185 100

34
Chart 4.12:

No. of

0-500
500-1000
38
1000-
56 1500

Interpretation:

Out of all respondents 56% respondents spends 0-500 per order , 38% respondents spends 500-1000
per order , 5% respondents spends 1000-1500 per order and 1% respondents spends 1500-2000 per
order.

Mode of payment

Table 4.13:

Particulars No. of respondents Percentage

COD 77 41
Net banking 18 10
Card 42 23
Other wallets and portals e.g. 48 26
Paytm
Total 185 100

Chart 4.13:

35
 No. of

26
CO

41
Net

Car

Other wallets and portals

e.g.
23

10

Interpretation:

Out of all respondents 41% of them use COD as mode of payment, 10% of them use net banking as
mode of payment , 23% of them use card as mode of payment and 26% of them use COD as mode of
payment ,

Which application has better customer service?

Table 4.14:

Particulars No. of respondents Percentage

Zomato 74 40
Swiggy 92 50
Eat Fit 10 5
EatSure 6 3
Dunzo 3 2
Total 185 100

36
Chart 4.14:

No. of

3
5

Zomat
40 o
Swigg
y Eat
Fit

50

Interpretation:

From the above chart and table It can be observed that 40% respondents feels that Zomato provides
better customer service, 50% respondents feels that Swiggy provides better customer service, 5%
respondents feels that Eat Fit provides better customer service, 3% respondents feels that Eat sure
provides better customer service and 2% respondents feels that Dunzo provides better customer
service.

Which application provides better discount?

Table 4.15:

Particulars No. of respondents Percentage

Zomato 89 48
Swiggy 76 41
Eat Fit 8 4
EatSure 7 4
Dunzo 5 3
Total 185 100

Chart 4.15:

37
 No. of

4 3
4

Zomat
o
48 Swigg
y Eat
Fit
41

Interpretation:

From the above chart and table it can be observed that 48% respondents feels that Zomato provides
better discount, 41% respondents feels that Swiggy provides better discount, 4% respondents feels
that Eat Fit provides better discount, 4% respondents feels that Eat sure provides better discount and
3% respondents feels that Dunzo provides better discount.

Are you loyal to your preferred food delivery app even if the other platforms have better offers
at the time?

Table 4.16

Particulars No. of respondents Percentage

Yes 54 29
No 131 71
Total 185 100

38
Chart 4.16:

No. of
respondents

29%

Yes
No

71%

Interpretation:

71% of the total respondents answered they are not loyal to their preferred food delivery platform and
29% of the total respondents answered they are loyal to their preferred food delivery platform.

What would keep you loyal?

Table 4.17:

Particulars No. of respondents Percentage

More discounts 84 45
Customer privileges e.g. 5 3
Zomato Gold
Faster delivery 36 19
Cheaper delivery 31 17
More restaurants and variety of 29 16
cuisines
Total 185 100

39
Chart 4.17:

No. of

16 More

Customer privileges e.g.

Zomato
45 Gold
17

Cheaper

More restaurants and variety

of
19

Interpretation:

Around 45% respondents prefer more discount to remain loyal , 3% respondents prefer Customer
privileges e.g. Zomato Gold to remain loyal , 19% respondents prefer faster delivery to remain loyal ,
17% respondents prefer Cheaper delivery to remain loyal and 16% respondents prefer More
restaurants and variety of cuisines to remain loyal ,

What affects your choice of food provider? (5 being most important and 1being the least
important)

Table 4.18

Particulars Average rating

Discounts 3.7
Delivery Time 3.07
Cash on Delivery 3.09
Choice of restaurants 3.17
Customer Service 3.44

Chart 4.18

40
 4

3.

2.

2
Series

1.

0.

0
Discount Delivery Time Cash on Choice of Customer
restaurant

Interpretation:

To study the demand drivers of online food ordering and understand the top motivators for the
customers to order food online. The average rating for discount out of 5 by all 185 respondents is 3.7
making it biggest demand driver. It was followed by customer service with 3.44 ,choice of restaurants
with 3.17 , cash on delivery with 3.09 and delivery time with 3.07.

On what occasion do you order food online?*Check all that apply

Table 4.19

Particulars Frequency
Party 115
Auspicious 58
Romantic 36
Social 124
Laziness to go out/cook 83
Try something new 61

Chart 4.19

41
 14

12

10

Series
6

0
Part Auspicious Social Laziness to go Try
out/cook new

Interpretation:

According to the survey social gathering/events is the top reason for ordering online , followed by
parties , laziness to go try out/cook , try something new ,auspicious events and romantic .

Do you prefer ordering healthy food?

Table 4.20

Particulars No. of respondents Percentage

Yes 58 69
No 127 31
Total 185 100

Chart 4.20

42
 No. of

31

ye
s

69

Interpretation:

Nearly 69% respondents do not prefer ordering healthy food online and 31% respondents prefer
ordering healthy food online.

Out of 10 times that you order food, how many times is it healthy? E.g. salads

Table 4.20:

Particulars No. of respondents

1 35
2 25
3 39
4 21
5 10
6 6
7 10
8 27
9 8
10 4

43
Average rating = 770/185 =4.16 = 4 times (approximately)

Chart 4.20

45
40
35
30
25
20
Series
15
10

5
0
1 time 2 3 4 5 6 7 8 9 10
times times times times times times times times times

Interpretation:

On an average , out of the total orders that the respondents place online , only 40% of the
orders consists of healthy food and nutrients.

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 CHAPTER-5
FINDINGS AND CONCLUSION:
FINDINGS:

• Out of 220 respondents 185 of them use electronic food delivery platforms. This shows that
majority of people use electronic food delivery platform.
• Most of respondents who do not order food online are concerned about food quality
• Swiggy is the most popular among the respondents followed by Zomato. The rest of the
platforms cannot keep up with these two platforms.
• Most of respondents are aware about electronic food delivery platform via family
• Out of all the respondents, about 60% prefer going out for dinner and the rest 40% prefer
ordering in.
• 61% respondents finds it convenient to order food online. 36% finds it not convenient and 3%
finds it convenient to some extent.
• Most of respondents prefer ordering dinner with food delivery apps
• Most of respondent order online food 0-2 times in a week and spends 0-500rs.
• COD Is the most preferable payment option.
• According to respondents Swiggy provides better customer service.
• According to respondents Zomato provides better discount.
• Most of respondents answered they are not loyal to their preferred food delivery platform.
• More discount makes respondents loyal
• On an average , out of the total orders that the respondents place online , only 40% of the
orders consists of healthy food and nutrients.

Recommendations:

1. The companies should attempt to build more trust within the consumers who aren't ordering online
by improving quality and raising their standards.
2. The companies should try making their applications and websites more user friendly and
straightforward to use.
3. The companies can traffic jam with various payment applications and portals to supply the
purchasers with various benefits if paid via those portals. this might benefit both the edges and
increase business.
4. The businesses can introduce loyalty programs and offer various benefits to loyal customers. This
may help prevent competition.
5. Discounts are preferred by the consumers and therefore the companies should determine unique
ways to supply better discounts than the competitors and also, not make losses while doing so.
6. The businesses should advertise during a way which might entice the consumers to order online.
They will also target various events and occasions and offer discounts during festivals in India.
7. Various consumers are keen on ordering healthy food but find yourself not ordering such food.
Companies can attempt to get on board restaurants that provide healthy food to the consumers.

45
Conclusion:

• The primary research was conducted with the help of a survey consisting of a structured
questionnaire. The questionnaire was filled by 220 respondents from Surat . Majority of the
respondents lie between the age of 19 and 20 years.
• Out of 220 respondents 185 of them use electronic food delivery platforms. This shows that
majority of people use electronic food delivery platform.
• Most of respondents who do not order food online are concerned about food quality, 23%
respondent feels that delivery is expensive,, some respondents are having difficulty in placing
order , some need more customization and the rest do not trust the app.
• 41% respondents most often use Zomato, 49% respondents most often use Swiggy , 5%
respondents most often use Eat Fit, 3% respondents most often use Eat sure and 2%
respondents most often use Dunzo. Swiggy is the most popular among the respondents
followed by Zomato. The rest of the platforms cannot keep up with these two platforms.
• Out of all respondents who ordered online i.e. 185 respondents ,around 47% of them were
made aware of the platform through friends and family , around 32% through advertisement ,
19% through internet and the rest of 2% through newspaper.
• Out of all the respondents, about 60% prefer going out for dinner and the rest 40% prefer
ordering in.
• Out of all the respondents, about 61% respondents finds it convenient to order food online.
36% finds it not convenient and 3% finds it convenient to some extent.
• Around 71% prefer ordering dinner, 22% prefer ordering lunch and only 7% prefer ordering
breakfast. Most of respondents prefer ordering lunch.
• Most of respondent order online food 0-2 times in a week and spends 0-500rs.
• COD Is the most preferable payment option .
• 40% respondents feels that Zomato provides better customer service, 50% respondents feels
that Swiggy provides better customer service, 5% respondents feels that Eat Fit provides
better customer service, 3% respondents feels that Eat sure provides better customer service
and 2% respondents feels that Dunzo provides better customer service.
• 48% respondents feels that Zomato provides better discount, 41% respondents feels that
Swiggy provides better discount, 4% respondents feels that Eat Fit provides better discount,
4% respondents feels that Eat sure provides better discount and 3% respondents feels that
Dunzo provides better discount.
• 71% of the total respondents answered they are not loyal to their preferred food delivery
platform and 29% of the total respondents answered they are loyal to their preferred food
delivery platform. Most of respondents are not loyal to their respective food delivery app
preference.
• 45% respondents prefer more discount to remain loyal , 3% respondents prefer Customer
privileges e.g. Zomato Gold to remain loyal , 19% respondents prefer faster delivery to
remain loyal , 17% respondents prefer Cheaper delivery to remain loyal and 16% respondents
prefer More restaurants and variety of cuisines to remain loyal ,
• To study the demand drivers of online food ordering and understand the top motivators for the
customers to order food online. The average rating for discount out of 5 by all 185
respondents is 3.7 making it biggest demand driver. It was followed by customer service with
3.44, choice of restaurants with 3.17 , cash on delivery with 3.09 and delivery time with 3.07.

46
 • According to the survey social gathering/events is the top reason for ordering online ,
followed by parties , laziness to go try out/cook , try something new ,auspicious events and
romantic .

BIBLIOGRAPHY
Reference Books

Books name Author/publication

Kotler, Phillip. Armstrong, PHI pub.
MARKETING MANAGEMENT AND :Delhi, ed. 9th.(pp.218 -224,335-353,411-
BUSINESS BUYER BEHAVIOR.
413,559-561,)

Websites
https://www.businesswire.com/news/home/20200421005457/en/Outlook-on-the-Online-Food-
Delivery-Market-in-India-to-2024---Increased-Number-of-Dual-Income-Families-Presents-
Opportunities---ResearchAndMarkets.com

https://www.imarcgroup.com/india-online-food-delivery-market

: https://www.prnewswire.com/news-releases/online-food-delivery-services-market-to-expand-at-15-
4-cagr-by-2025--owing-to-rising-consumer-inclination-towards-buying-from-online-platforms-
mobile-applications--websites--million-insights-301254693.html

https://www.getfareye.com/insights/blog/on-demand-food-delivery-industry

https://www.livemint.com/market/mark-to-market/why-covid-19-has-been-a-shot-in-the-arm-for-
online-food-delivery-firms-11611558506486.html)

https://techrrival.com/best-food-delivery-apps-in-india/

https://www.getfareye.com/insights/blog/food-delivery

https://www.bringg.com/blog/delivery/food-delivery-industry-trends/

47
ANNEXURE:

QUESTIONNAIRE:

Title: "YOUTH PREFERENCE TOWARDS ELECTRONIC FOOD DELIVERY

PLATFORMS"

Dear respondent,
I am conducting a survey on “YOUTH PREFERENCE TOWARDS ELECTRONIC FOOD
DELIVERY PLATFORMS ". The information collected from the survey is purely academic
purpose.
The information collected would be kept strictly confidential.
You may/ may not give consent to disclose your identity. Kindly co-operate by proving
information the following questions and oblige.
Thanking you.

Questionnaire:

(1) What is your age? *Mark only one

o 15
o 16
o 17
o 18
o 19
o 20
o 21
o 22
o 23
o 24

(2) Gender:

o Male
o Female
o Other

(3) Annual Income:

o Below Rs 250000
o 250001-500000
o 500001-1000000

48
 o Above 10,00,000

(4) Do you order food from online delivery apps?

*Mark only one.
o Yes (Skip to question 6)
o No (Answer only question 5 and end your survey)

(5) Why do you not order on online food delivery platforms?

*Mark only one.
o Delivery is expensive
o Difficulty in placing order
o Lack of trust in the app
o Food quality concerns
o Lack of customization

(6) Which application do you use to order most often?

*Mark only one.
o Zomato
o Swiggy
o Eat Fit
o Eat sure
o Dunzo

(7) How did you get to know about the platform?

*Mark only one.
o Friends & family
o Advertisements
o Internet
o Newspaper

(8) What would you prefer?

*Mark only one.
o Going Out
o Ordering at home

(9) Is it convenient and easy to order via these online food platforms?
*Mark only one.
o Yes
o No
o To some extent

(10) When do you order the most?

*Mark only one.

o Breakfast
o Lunch
o Dinner

49
 (11) How many times do you order food online in a week?
*Mark only one.

o 0-2
o 3-5
o 6-8
o more than 8

(12) On an average, how much do you spend per order?

*Mark only one.

o 0-500
o 500-1000
o 1000-1500
o 1500-2000

(13) Mode of payment

*Mark only one.
o COD
o Net banking
o Card
o Other wallets and portals e.g. Paytm

(14) Which application has better customer service?

*Mark only one.
o Zomato
o Swiggy
o Eat Fit
o Eat sure
o Dunzo

(15) Which application provides better discount?

*Mark only one.
o Zomato
o Swiggy
o Eat Fit
o Eat sure
o Dunzo

(16) you loyal to your preferred food delivery app even if the other platforms have
better offers at the time?
*Mark only one.
o Yes
o No
(17) What would keep you loyal?
*Mark only one.
o More discounts
o Customer privileges e.g. Zomato Gold
o Faster delivery
o Cheaper delivery
More restaurants and variety of cuisines

50
(18) What affects your choice of food provider? (5 being most important and 1being
the least important) Options 1 2 3 4 5
*Mark only one per row.
Discounts

Delivery Time
Cash on Delivery
Choice of restaurants

(19) On what occasion do you order food online?

*Check all that apply.
o Party
o Auspicious
o Romantic
o Social
o Laziness to go out/cook
o Try something new

(20) Do you prefer ordering healthy food?

*Mark only one.

o Yes
o No

(21) Out of 10 times that you order food, how many times is it healthy? E.g. salads
*Mark only one.
o 1
o 2
o 3
o 4
o 5
o 6
o 7
o 8
o 9
o 10

51