A

Project Report

On

“A STUDY ON EFFECTS OF COVID-19 ON SWIGGY”

SUBMITTED TO

Savitribai Phule Pune University

IN PARTIAL FULFILLMENT OF

Bachelor of Business Administration (BBA III)

SUBMITTED BY

Nachiket Mulik

UNDER THE GUIDANCE OF

Asst. Prof. Sharda Palav

THROUGH

SNBP College of Arts, Commerce, Science & Management Studies, Morwadi, Pune

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 ACKNOWLEDGMENT

Firstly, I would like to praise and thank the almighty for helping me successfully come to this
point of my life, may he always keep showering his blessings on all of us. I wish to express my
deep gratitude to Asst. Prof. Sharda Palav for her memorable advice and guidance throughout
this project. I want to express my willingness and gratitude to Asst. Prof. Sharda Palav for
allowing me to do a Project in the memorandum. Last but not the least, I express my gratitude
to my beloved parents and friends and all the other people who have helped me directly and
indirectly during this project.

Nachiket Mulik

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 DECLARATION

I hereby declare that the project entitled “A STUDY OF COVID-19 ON SWIGGY”

completed and submitted by me to Savitribai Phule Pune University, Pune for completion of
BBA-III under the guidance of Asst. Prof. Sharda Palav is my original work and that the
conclusions drawn therein are based on the data collected by myself. To the best of my
knowledge and belief, this research work has not been submitted earlier to this for
completion of B.B.A.

Date:-

Place:-

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 PREFACE

Research is a common man language refers to a search for knowledge. One can define research
as a systematic search for pertinent information on specific topic; in fact research is an fact of
scientific investigation.

Research is done to gain familiarity with a phenomenon event/product/service or to determine

the frequency, with which something occur, with which is associated with something else or to
test hypnosis of casual relationship between variables. In short, customer perception research
is the objective and formal process.

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 INDEX

S.NO. CONTENTS PAGE

NO.

1 RESEARCH DESIGN 6
1.1 INTRODUCTION 7
1.2 STATEMENT OF PROBLEM 8
1.3 OBJECTIVES 9
1.4 SCOPE AND IMPORTANCE OF STUDY 10
1.5 LIMITATION OF STUDY 11
1.6 CHAPTER SCHEME 12

2 RESEARCH METHODILOGY 13

2.1 INTR0DUCTION 14
2.2 DATA COLLECTION 15
2.3 CHART 16

3 DATA ANALYSIS AND INTERPRETATION 17-19

4 FINDING AND CONCLUSION 20-22

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 CHAPTER 1

RESEARCH DESIGN

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 1.1 INTRODUCTION

The COVID-19 pandemic has reshaped numerous aspects of daily life, including how people
dine and order food. Among the industries profoundly affected is the food delivery sector, with
platforms like Swiggy experiencing significant shifts in consumer behavior, operational
challenges, and strategic adaptations. This study aims to delve into the multifaceted impact of
the pandemic on Swiggy, shedding light on its operational dynamics, consumer preferences,
and strategic responses.

The outbreak of COVID-19 prompted unprecedented changes in consumer behavior, as

concerns over safety and social distancing led to a surge in demand for food delivery services.
Swiggy, as one of India's leading food delivery platforms, found itself at the forefront of this
paradigm shift. However, alongside the increased demand came a plethora of challenges,
ranging from ensuring the safety of delivery personnel to managing supply chain disruptions
and navigating regulatory changes.

Understanding the evolving consumer preferences during the pandemic is crucial for food
delivery platforms like Swiggy to tailor their services effectively. Factors such as contactless
delivery, hygiene standards, and menu preferences underwent significant transformations,
influencing the platform's operational strategies and partnerships with restaurants.

Moreover, the COVID-19 pandemic forced Swiggy to innovate and adapt swiftly to the
changing landscape. From implementing rigorous safety protocols to diversifying its services
by venturing into grocery delivery and essential supplies, Swiggy underwent strategic shifts to
stay resilient amidst the uncertainties.

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 1.2 STATEMENT OF PROBLEM

Swiggy and Zomato are India’s largest and highest valued online food ordering anddelivery
paltforms. The advancement in the growth of internet penetration and demand for precooked
meals will see the Indian food-delivery market grow to $8 billion in the next three years, a
Google-BCG report said in January 2020. The corona virus outbreak has decreased the food
and beverages business, as the pandemic has forced people to stay in their homes. The
HORECA ( hotels, restaurants, catering) segment, along with food deliveries, are in a slump,
and the road to recovery looks painful. According to a Red Seer report, the food delivery sector
has seen a 10-20 percent drop from the second week of March. Although the food delivery
companies took measures to ensures the safety and security of delivery executive, there still
has been a drop in order volumes.

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 1.3 OBJECTIVES

The objectives for the project titled, “A Study of covid-19 On Swiggy” are as follows:

• To assessing consumer behavior changes understand how the pandemic influenced user
preferences, ordering frequency, and the types of food items ordered on Swiggy.
• To analyzing operational challenges investigate how supply chain disruptions, restaurant
closures, and other operational challenges affected Swiggy's ability to provide diverse and
reliable services during the pandemic.
• To evaluating safety measures examine the effectiveness and implementation of safety
measures such as contactless delivery and hygiene protocols to ensure the well-being of
customers and delivery partners.
• To financial impact and recovery assess the economic impact of COVID-19 on Swiggy,
including revenue decline, cost-cutting measures, and strategies employed for financial
recovery.
• To adaptation and innovation explore how Swiggy adapted to the changing landscape by
introducing new services like grocery and essentials delivery and incorporating
technological innovations to enhance its offerings.
• To logistical and supply chain resilience investigate how Swiggy navigated logistical
challenges, managed delivery logistics, and coped with supply chain disruptions to
maintain operational resilience.
• To government regulations and compliance examine how Swiggy complied with and
adapted to diverse government regulations and guidelines across different regions during
the pandemic.

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 1.4 SCOPE AND IMPORTANCE

Scope:-

▪ Consumer Behavior Analysis- Investigating changes in user preferences, ordering patterns,

and the factors influencing food delivery choices during the pandemic.
▪ Operational Challenges and Resilience- Assessing the impact of disruptions in the supply
chain, restaurant closures, and how Swiggy adapted operationally to maintain service
levels.
▪ Safety Measures and Trust Building- Analyzing the effectiveness of safety protocols,
contactless delivery, and communication strategies to build and retain customer trust.
▪ Financial Impact and Recovery Strategies- Examining the financial implications of
COVID-19 on Swiggy's revenue and exploring the strategies implemented for financial
recovery.
▪ Innovation and Diversification- Investigating the introduction of new services (e.g.,
grocery delivery) and technological innovations to meet changing consumer demands.
▪ Logistical and Supply Chain Dynamics- Understanding how Swiggy managed logistical
challenges, optimized delivery routes, and coped with supply chain disruptions.

Importance of Study:

▪ Insights for the Food Delivery Industry- Provides valuable insights for the food delivery
industry on adapting to unforeseen challenges and evolving consumer behaviors.
▪ Business Strategy and Future Preparedness- Informs Swiggy and similar platforms about
the importance of flexible business strategies, technological investments, and preparedness
for future disruptions.
▪ Public Health Implications- Contributes to understanding the role of food delivery services
during health crises, emphasizing the importance of safety measures and hygiene protocols.
▪ Economic Impact Assessment- Offers insights into the economic impact of the pandemic
on the food delivery sector, aiding policymakers and businesses in making informed
decisions.
▪ Consumer Trust and Loyalty- Helps businesses understand the significance of building and
maintaining customer trust through transparent communication and safety measures.

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 1.5 LIMITATIONS

• Dynamic Nature of the Pandemic: The situation evolved rapidly during the pandemic,
making it challenging to capture real-time data and creating potential discrepancies in the
study.
• Regional Variations: Government regulations and the severity of the pandemic varied
across regions, impacting Swiggy differently in different areas, complicating a uniform
analysis.
• Data Availability and Accuracy: Limited access to accurate and comprehensive data,
especially regarding Swiggy's internal operations, financial details, and customer behavior,
can constrain the depth of the study.
• External Factors Beyond Control: Swiggy may have faced challenges influenced by factors
beyond its control, such as global economic trends, geopolitical events, or unforeseen
external disruptions.
• Generalizability Issues: Findings may not be directly applicable to other food delivery
platforms or industries, as each entity may have unique business models, strategies, and
responses to the pandemic.
• Temporal Constraints: The study's timeframe may not capture the long-term effects of the
pandemic on Swiggy, limiting the understanding of sustained changes or adaptations.
• Bias in User Feedback: User feedback, a valuable source of information, may be subject to
bias, as those who chose to provide feedback may not represent the entire user base,
potentially skewing perceptions.

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 1.6 CHAPTER SCHEME

CHAPTER 1: RESEARCH DESIGN

This chapter consists of a short introduction to the recruitment and selection process, the history
of banking in India, a statement of the problem, objectives, scope and importance of the study,
and limitations of the study.

CHAPTER 2: RESEARCH METHODOLOGY

This chapter consists of an introduction, data collection, sampling, sampling size, and chart.

CHAPTER 3: DATA ANALYSIS AND INTERPRETATION

This chapter consists of analyses of data which is collection through surveys and documents
online.

CHAPTER 4: FINDINGS AND CONCLUSION

This chapter consists of the findings and conclusion of the study.

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 CHAPTER 2
RESEARCH METHODOLOGY

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 2.1 INTRODUCTION

The advancement and use of smart-phones and internet resulted in improving online services.
Swiggy is a digital platform combining restaurants and an online food delivery system launched
in 2014.The implementation of Lockdown to slow down the spread of pandemic COVID-19
resulted in badly affecting tourism, transport, economy, and hotel industry. Swiggy delivery is
recovering from the effect of COVID-19 at a rapid rate with~ 80% recovery in metro regions.

The revenue in the fiscal year 2020 is increased by 105% and cost by 47%. The main objective
of this paper is to understand online food delivery service by using a survey, how Swiggy is
operating in COVID-19, its effect on the culture of the hotel industry, the introduction of
contactless dinning and challenges.

Swiggy is food ordering and delivering company, founded by techpreneurs Nandan Reddy,
Sriharsha Majety, and Rahul Jamini in August 2014. Its offers a single window for ordering
from a huge Variety of restaurants and have their very own unique fleet of delivery employees
pick up orders from eating places and supply it to customers. It is an entire food ordering and
delivery answer that connects community eating places with city foodies. Swiggy commenced
its Journey from Bengaluru with six delivery executives and 25 restaurants on its platforms.

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 2.2 DATA COLLECTION

• Secondary Data Collection:-

A study on the impact of COVID-19 on Swiggy through secondary data collection would
involve gathering and analyzing existing information from various sources. This could include
reports, articles, financial statements, and industry analyses published by reputable
organizations, market research firms, government agencies, and news outlets. Researchers
would review data on Swiggy's order volume, revenue, customer behavior, and operational
changes before, during, and after the pandemic. They would also examine how Swiggy adapted
its business strategies, implemented safety protocols, and navigated challenges such as
lockdowns and shifting consumer preferences. Additionally, the study would explore broader
trends in the food delivery industry, regulatory developments, and competitive dynamics to
provide context for understanding Swiggy's performance amidst the pandemic. By synthesizing
this secondary data, researchers can gain valuable insights into the specific ways COVID-19
has affected Swiggy and the broader implications for the food delivery sector.

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 2.3 CHART

This chart would provide a visual representation of how the COVID-19 pandemic has
influenced Swiggy's order volume over time, helping to identify trends and assess the
magnitude of its impact on the company's business operations.

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 CHAPTER 3

DATA ANALYSIS AND INTERPRETATION

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Swiggy has provided insurance for workers in the case they test positive for COVID-19

However, this insurance coverage is of little reassurance to workers in Bengaluru and

Mumbai, given their past experience of trying to use accidental insurance. In the past, for
example, workers across platforms have had to resort to pooling in money to help cover
other workers’ medical expenses in case of accidents at work.

Despite expanding business to include delivery of groceries and vegetables, workers in

pockets of Bengaluru and Mumbai have spoken about how this has not led to an increase in
orders for them.

From our survey we found that prior to the lockdown, a substantial percentage of surveyed
workers (30.9%) received 16-20 orders a day.

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What has Swiggy been up to, in the last year?

This was a year when Swiggy raised $80 million from Naspers. This added another marquee
investor to the company’s cap table. It has been an eventful year for the foodtech company.
Swiggy realised in FY17 that it has to increase margins to stay relevant. Its pressure on the
delivery personnel (to decrease their commision) and the restaurants (to increase the
commission given to Swiggy) was met with swift resistance. It has also entered the market as
a supplier and has started The Bowl Company, which caters to Koramangala—an upmarket
suburb in Bengaluru. This “dark restaurant” delivered 270 orders a day in July 2017, according
to a blog post by Swiggy, and took 7% of the market share in the area.

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 CHAPTER 4

FINIDNGS AND CONCLUSION

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 FINDINGS

A study on the impact of COVID-19 on Swiggy would likely reveal several noteworthy
findings. Firstly, it may highlight a significant increase in order volume during the initial phases
of the pandemic, as lockdown measures led to a surge in demand for food delivery services.
This surge could be attributed to consumers' reluctance to dine out coupled with the
convenience and safety offered by Swiggy's contactless delivery options. Additionally, the
study might uncover shifts in customer behavior, such as a preference for certain types of
cuisine or larger order sizes, as people adapted their dining habits in response to stay-at-home
orders and social distancing guidelines. Furthermore, the study could shed light on Swiggy's
operational challenges and adaptations, including efforts to ensure the safety of delivery
personnel and customers through the implementation of hygiene protocols and contactless
delivery procedures. Overall, the findings of such a study would provide valuable insights into
the dynamic relationship between the COVID-19 pandemic and Swiggy's business operations,
informing strategies for navigating future disruptions in the food delivery industry.

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 CONCLUSION

In conclusion, a comprehensive study on the impact of COVID-19 on Swiggy reveals the

profound effects of the pandemic on the food delivery industry and the company's operations.
The study highlights a significant increase in order volume during the early stages of the
pandemic, driven by heightened demand for contactless food delivery services amidst
lockdown measures and safety concerns. It also underscores shifts in consumer behavior,
including changes in preferences for cuisine types and larger order sizes, as people adapted
their dining habits to comply with social distancing guidelines. Moreover, the study illuminates
Swiggy's strategic responses to the challenges posed by the pandemic, such as the
implementation of safety protocols for delivery personnel and customers, and efforts to
enhance operational efficiency amidst fluctuating demand patterns. By providing valuable
insights into the dynamic interplay between COVID-19 and Swiggy's business dynamics, the
study informs strategies for resilience and adaptation in the face of future disruptions,
cementing Swiggy's position as a key player in the evolving landscape of the food
delivery industry.

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