ID-12145

NAME:H.M AHTISHAM RANA

ASSIGNMENT-01
ANSWER-01

Zomato is a food delivery and restaurant discovery platform that offers multiple services and business
models to its customers. While each business model has its own strengths and weaknesses, conducting
a detailed customer expectation analysis can provide insights into the viability and effectiveness of these
models.

1. Food Delivery Business Model: Zomato's primary business model is food delivery. Customers
expect timely delivery of food that is fresh and hot. They also expect a wide variety of cuisine
options to choose from, affordable prices, and user-friendly ordering options. Zomato's food
delivery model seems to meet these expectations, as they offer a vast array of restaurants and
cuisines to choose from, transparent pricing, and a user-friendly ordering system.
2. Restaurant Discovery Business Model: Zomato also operates a restaurant discovery platform,
where customers can find nearby restaurants and read reviews and ratings. Customers expect
accurate and up-to-date information, comprehensive restaurant listings, and easy navigation.
Zomato's restaurant discovery model meets these expectations by providing accurate
information about restaurants, including menu items, pricing, location, and ratings.
3. Cloud Kitchen Business Model: Zomato also operates cloud kitchens, which are delivery-only
restaurants that operate out of a central kitchen. Customers expect high-quality food, fast
delivery times, and a wide variety of cuisine options. Zomato's cloud kitchen model meets these
expectations, as it offers a diverse range of cuisine options, fast delivery times, and high-quality
food.

Overall, it seems that Zomato's business models are designed to meet customer expectations. While
there may be some challenges and limitations with each model, Zomato has been able to deliver a high
level of customer satisfaction and loyalty by offering a range of services that cater to different customer
needs.
 ANSWER-02
The food delivery industry has seen significant changes over the past few years, with new players
entering the market, existing players expanding their services, and customer demands evolving. These
changes have had a significant impact on companies like Zomato, and they have had to adapt to remain
competitive and meet the changing needs of their customers.

One of the most significant changes in the industry has been the rise of aggregator platforms that offer
food delivery services from multiple restaurants. This has led to increased competition and pressure on
companies like Zomato to offer competitive pricing, wider restaurant options, and faster delivery times
to retain their customer base. In response, Zomato has expanded its services to include table
reservations, cloud kitchens, and restaurant discovery, which have helped them diversify their revenue
streams and stay competitive in the market.

In conclusion, the changing industry has had a significant impact on Zomato, and the company has had
to adapt to remain competitive and meet the changing needs of its customers. By diversifying its
services, investing in technology, and adapting to the COVID-19 pandemic, Zomato has been able to
remain a leader in the food delivery industry.

ANSWER-03
Zomato has been effective in gaining a competitive advantage in the food delivery industry through
several strategies, such as expanding its services, using technology effectively, and prioritizing customer
experience.

Expanding Services: One of the primary ways Zomato has gained a competitive advantage is by
expanding its services beyond food delivery. By offering restaurant discovery, table reservations, and
cloud kitchens, Zomato has diversified its revenue streams and provided customers with more options.
This has allowed them to differentiate themselves from other food delivery platforms and attract more
customers.

Customer Experience: Zomato has prioritized customer experience, which has helped them gain a
competitive advantage. By offering a wide variety of restaurants and cuisines, transparent pricing, and
fast delivery times, they have provided customers with a high level of satisfaction. Additionally, they
have implemented safety measures during the COVID-19 pandemic to ensure the safety of their delivery
partners and customers.

Overall, Zomato has been effective in gaining a competitive advantage in the food delivery industry. By
expanding their services, using technology effectively, and prioritizing customer experience, they have
differentiated themselves from competitors and attracted more customers. However, the industry is
highly competitive, and Zomato will need to continue to innovate and adapt to remain competitive in
the future.