INTRODUCTION

The COVID 19 pandemic has emerged as a significant factor in shifting the world of commerce
to an electronic mode of operation. However, its potency and efficiency levels are very often
subject to comparison, specifically in terms of their ability to meet customer needs and reconcile
with the organisational goals. This concern has magnified itself within the service sector owing to
the inseparability and direct consumption nature of the tertiary sector, thus making it much more
resistant to the changes that have taken place during the pandemic.

To demonstrate the impact of this very online transition within the service
sector and to make an analysis on the propensity of online means to cater the changing consumer
demands, this very research is undertaken. Out of the plethora of service industries that occupy
the commercial world, the food delivery industry has been opted as the subject of study in this
research. The prominence of daily meals in human lives, the well evident foothold of restaurants
and fine dining in contemporary societies, the introduction of quarantine measures alongside other
lifestyle changes that had taken place during pandemic and their continued adaptation post the
COVID crisis are few of the reasons that favour the selection of this topic.

Through online delivery methods existed prior to the pandemic, it never

gained as much as momentum as it did during the pandemic. The pandemic significantly enhanced
the level of consumer dependency upon these online mechanisms and prompted many to resort
toward these online food delivery ventures as their sole option. Its usage which was previously
concentrated to urban areas witnessed a sudden upsurge in rural areas during the COVID crisis.

Entry of new organizations into the industry alongside an increase in the

inflow of investments owing to the pandemic shows the steep rise in demand of online food
services. The expansion and diversification of existing food delivery firm also showcases the
same. The rise in the levels and intensity of research and development programmes conducted
with the aim of meeting the future elevation in demand shows the optimistic future of this online
transition. Examining the industry’s adaptation provides valuable insights into the broader trends
of the service sector.
 Evaluating how successfully the online mode of food delivery can mitigate the
flaws of brick and motor dining services proves to be a relevant standard against which the
effectiveness of online transition can be measured. This provides material hints on the future of
virtual trade and the various changes that it is bound to undergo. It also forecasts the acceptance
level regarding the use of online methodologies in the service sector and how it Is deemed to be
perceived among the masses.

This also depicts the possibility of enhancing the profitability levels with respect
to the level of consumer satisfaction. The possibilities of improvement and risk reduction
mechanisms are also given due importance. The illustration of the challenges and threats, both
potential and existent, combined with the future innovations to mitigate them can serve beneficial
to business organizations ranging from small start-ups to colossal multinationals.

OBJECTIVES

• To measure the preference level of customers regarding online food services.

• To ascertain the flaws and drawbacks existing within the online food delivery industry.

• To measure the effectiveness during the transition from offline to online delivery system within
the food delivery industry.

• To evaluate the change in the usage of online food delivery services owing to the spread of
COVID pandemic.

SIGNIFICANCE OF THE STUDY

The degree of transition in customer’s preferences, taste, and acceptance levels of electronic
modes in the service delivery sector. This reflects the significant impact of COVID-19 on the
digitalization of the food sector. The study aims to estimate the changes that occurred in the food
delivery industry during the pandemic phase and its continuation post-COVID. It also explores
how well online transitions meet changing consumer demands and assesses their effectiveness in
replacing the traditional fine dining experience. Overall, it provides valuable insights into the
evolving landscape of the food delivery sector.
RESEARCH METHODOLOGY

Research methodology aims at discussing in detail the various methods and methodology
implemented for this research study. This topic was selected for the research because COVID -
19 had made a deep impact on traditional restaurant systems across the country. This study is to
analyse the effectiveness of online food delivery services during the lockdown period, its impact
on working people, families, its merits, demerits, and limitations.

COLLECTION OF DATA

This project is based on primary data collected from respondents and secondary data from
published sources.

PRIMARY DATA:

In this study primary data is collected with the help of questionnaire. Responses are systematically
recorded for analysis and interpretation purposes. In our project, a questionnaire was prepared and
was circulated among working people, families etc. Thereafter all responses were recorded for
the purpose of finding out the conclusion.

SECONDARY DATA:

In our project, the data is collected from the internet.

POPULATION

Since the project is about the effectiveness of online food delivery services, our project mainly
focuses on youth, working peoples and families under Cochin Corporation.

SAMPLE SIZE

For this study we selected a representative sample of 100 responses from youth, working people
and families under Cochin Corporation

SAMPLING TECHNIQUE

Convenience sampling technique was used for this study.

LIMITATIONS

• Personal bias of the respondents may affect the studies

• The sample size is limited hence it won't give a clear idea about the whole study

• Less accurate because of the limited resources

• The samples were selected on random basis

• The sample selected might not be a true representative of the population.

 LITERATURE REVIEW

Yezheng Li, Pinyi Yao, Syuhaily Osman, Norzalina Zainudin, Mohamad Fazli Sabri (2022) – A
Thematic Review on Using Food Delivery Services during the Pandemic: Insights for the
PostCOVID-19 Era – This paper aims to review the literature published from 2020 to the present
(October 2022) on consumers’ use of food delivery services during the pandemic. The paper also
emphasizes COVID-19-related influences and suggests promising future research directions. The
results offer insights into industry practices and starting points for future research.

Saqib Ali, Nadeem Khalid, Hafiz Muhammad Usama Javed, Dewan Md Zahurul Islam (2020) -
Consumer adoption of online food delivery ordering (OFDO) services in Pakistan: The impact of
the COVID-19 pandemic situation - The study revealed that optimism and innovativeness have
positive influences on adoption intentions while insecurity and discomfort have negative
influences on adoption intentions in the use of OFDO services. The results also supported the
moderating role of situational influences such as the COVID-19 pandemic.

Avinash Unnikrishnan, Miguel Figliozzi (2021) - Exploratory analysis of factors affecting levels
of home deliveries before, during, and post-COVID-19 - In this research, they conduct an
exploratory analysis of the factors that affect home delivery levels before, during, and post
COVID-19.

Anand Rai (2020) - Analyses of Consumer Behaviour on Online Food Ordering-In reference to
COVID-19 - The COVID-19 has brought massive disruption and adversely affected the
customers. Indeed, the customers we knew just before the COVID-19 outbreak are not the same
people today. In this paper Anand Rai have tried to analyse the changes in consumer behaviour in
terms of food preferences, frequency of order food online, mode of payment, awareness about
safety measures during COVID-19 and compare it with the behaviour prior to COVID-19
pandemic.

Rui Lin (2021) - The Effects of COVID-19 on the Online Food Delivery Industry - This paper
focused on the effects of the COVID-19 pandemic on the online food delivery industry. The
effects were divided into several parts: company’s performance, industry development, and
further development. As a result, there were both positive and negative effects where the pandemic
provides a suitable condition for online food delivery companies to promote their service. Also,
the pandemic attracted more new users to utilize the industry. However, the negative impact is
that the pandemic may trigger the acceleration of market saturation and reduce the market
potential. Moreover, suggestions are given to the government and companies to improve the
industry under the effects.

Leonardo Salvatore Alaimo, Mariantonietta Fiore, Antonino Galati (2020) - How the COVID-19
pandemic is changing online food shopping human behaviour in Italy - This study aimed to
analyse the effects of a set of explanatory variables on the level of satisfaction for the food online
shopping experience. The results of this study highlight that people having familiarity with buying
food online, that have a higher educational level and consider food online channels easy to use,
appear more satisfied for the food online shopping experience.

Hung-Hao Chang, Chad D Meyerhoefer (2021) - COVID-19 and the demand for online food
shopping services: Empirical Evidence from Taiwan - This study investigated how the coronavirus
pandemic affected the demand for online food shopping services using data from the largest agro-
food e-commerce platform in Taiwan.

R Deepika, C Joe Arun - The impact of fear of COVID on online food delivery (2021) The
pandemic caused by the COVID 19 virus has severely influenced and drastically changed the
behaviour of consumers towards the food and beverage industry, particularly restaurant sectors.
This study provides insights into online food delivery services (OFDs) that helped to overcome
the crisis in restaurant sectors. The paper attempts to find out fear-driven behavioural changes will
continue post-pandemic times towards online food delivery services.

Jinsoo Hwang, Ja Young Choe, Young Gin Choi, Jinkyung Jenny Kim (2021) - A comparative
study on the motivated consumer innovativeness of drone food delivery services before and after
the outbreak of COVID-19 - This study sought to identify the importance of motivated consumer
innovativeness through the moderating role of the COVID-19 outbreak in the context of drone
food delivery services. The data were collected from the different periods that are before and after
the COVID-19 outbreak, respectively.
Jinsoo Hwang, Hyunjoon Kim (2020) - The effects of expected benefits on image, desire, and
behavioural intentions in the field of drone food delivery services after the outbreak of COVID-
19 -This study was designed to examine how to form behavioural intentions based on the concept
of expected benefits in the field of drone food delivery services. More specifically, this study
proposed the five dimensions of expected benefits, such as compatibility, social influence,
convenience, function, and emotion, have a positive influence on image.

Chan-u Jeong, Yoo-Jin Moon, Young-Ho Hwang - Analysis for daily food delivery &
consumption trends in the post-COVID-19 era through big data - In this paper, they suggest a
method of analysis for daily food delivery & consumption trends through big data of the post-
COVID-19 era. Through analysis of big data and the database system, four analysed factors,
excluding weather, were proved to have significant correlation with delivery sales for ‘Baedarui
Minjok’ of a catering delivery application. The research found that KBS, MBC and SBS Media
showed remarkable results in food delivery & consumption sales soaring up to about a 60 per cent
increase on the day after the COVID-19 related new article was issued. Through analysis of big
data and the database system, four analysed factors, excluding weather, were proved to have
significant correlation with delivery sales for ‘Baedarui Minjok’of a catering delivery application.
The research found that KBS, MBC and SBS Media showed remarkable results in food delivery
& consumption sales soaring up to about a 60 percent increase on the day after the COVID-19
related new article was issued.

KM Kiran Raj, KG Nandha Kumar (2021) - Impact of COVID-19 Pandemic on Zomato: A Case
Study - The main objective of this paper was to understand online food delivery service by using
a survey, how Zomato is operating in post COVID-19 era, its effect on the culture of the hotel
industry, the introduction of contactless dinning and challenges. The evaluation of the company
is done using the SWOT analysis.
Sin Yin Tan, Su Yin Lim, Sook Fern Yeo (2021) - Online food delivery services: cross- sectional
study of consumers’ attitude in Malaysia during and after the COVID-19 pandemic - This study
aims to investigate how consumer’s perceptions of OFDS affect their attitude towards them. It
investigates the relationship between convenience motivation, perceived ease of use, timesaving
orientation, and price-saving orientation in terms of future intent to use OFDS.

Chanmi Hong, Hayeon Hailey Choi, Eun-Kyong Cindy Choi, Hyun-Woo David Joung (2021) -
Factors affecting customer intention to use online food delivery services before and during the
COVID-19 pandemic - With the emerging popularity of online food delivery (OFD) services, this
research examined predictors affecting customer intention to use OFD services before and during
the Coronavirus disease (COVID-19) pandemic.

Sangeeta Mehrolia, Subburaj Alagarsamy, Vijay Mallikraj Solaikutty(2021) – Customers

response to online food delivery services during COVID-19 outbreak using binary logistic
regression - This study aims to empirically measure the distinctive characteristics of customers
who did and did not order food through Online Food Delivery services (OFDs) during the COVID-
19 outbreak in India. The binary logistic regression concludes that respondents exhibiting high-
perceived threat, less product involvement, less perceived benefit on OFDs and less frequency of
online food orders are less likely to order food through OFDs. This study provides specific
guidelines to create crisis management strategies.

Arvind Shroff, Bhavin J Shah, and Hasmukh Gajjar's systematic literature review on online food
delivery (OFD) provides a comprehensive analysis of the burgeoning field. Through meticulous
methodology, they identify six research themes and four knowledge clusters, shedding light on
the complexities within the OFD ecosystem. Their findings offer valuable insights for researchers
and practitioners, highlighting emerging trends and providing a roadmap for future research
directions. This study contributes significantly to the understanding of OFD dynamics, making it
a valuable resource for scholars and industry professionals alike.

Burlea-Schiopoiu, Silvia Puiu, and Adina Dinu's study investigates the impact of food delivery
applications on Romanian consumers' behaviour during the COVID-19 pandemic.
Through Structural Equation Modelling Partial Least Squares (PLS-SEM), they analyse a
comprehensive dataset to understand the complex interplay of variables influencing consumer
decision-making. The study provides valuable insights into both intrinsic and extrinsic factors
shaping consumer engagement with food delivery apps, offering actionable insights for industry
stakeholders and policymakers. This research contributes significantly to understanding consumer
preferences and habits in the digital commerce landscape, highlighting the importance of empirical
research in guiding strategic interventions.

Dsouza Prima, Frederick and Ganesh Bhat's review comprehensively synthesizes research on
customer perception towards online food delivery services from 1994 to 2021. It highlights the
need for deeper analysis to understand factors shaping consumer attitudes and behaviours in this
domain. The study offers valuable insights for industry stakeholders and policymakers to enhance
consumer experiences and drive growth in the online food delivery sector. Overall, it contributes
significantly to understanding consumer behaviour in this rapidly evolving landscape.

Charlene Li, Miranda Mirosa, and Phil Bremer's review assesses the sustainability impacts of
online food delivery (FD) platforms during the COVID-19 outbreak. Through the lens of
economic, social, and environmental sustainability, the review highlights both positive and
negative implications. While FD offers convenience and sales opportunities, concerns arise over
high commissions and delivery workers' conditions. Socially, FD influences consumer
relationships with food and public health, while environmentally; it raises issues of waste
generation and carbon footprints. The review underscores the need for stakeholders to address
these challenges and promote sustainable practices in online FD to ensure its long-term viability.

Shavneet Sharma, Kritika devi,Samantha Naidu, Tuma Greig, Gurmeet Singh, Neale Slack study
investigates consumer intentions towards online food delivery services (OFDS) post- pandemic
using the protection motivation theory. They find positive relationships between various factors
including restaurant credibility, food quality, and e-service quality, influencing consumer
satisfaction and loyalty. The study highlights the importance of addressing perceived
COVID-19 risk and enhancing OFDS applications for continued consumer loyalty in a shared
economy context.

Yi lok leung, Ron LH Chan, Dickson KW Chiu, Tian Ruwen Aslib Study provide valuable
insights into the consumption behavior of young adults using online food delivery platforms
during the COVID-19 pandemic, focusing on factors influencing their decision-making. Through
semi structured interviews, the study uncovers young adults' attraction to such platforms due to
their benefits, high usage frequency, and significant spending. Using the S-O-R model, they
identify usability, usefulness, satisfaction, and loyalty as key factors shaping user behaviour.
While participants reported overall satisfaction, areas for platform improvement were highlighted.
This research fills a gap in understanding young adults' experiences with online food delivery in
Asia, offering practical implications for service enhancement.

The systematic review by Dimitris Skalkos and Zoi C Kalyva explores the impact of the COVID-
19 pandemic on food choice motives. They identify ten key motives for consumers, including
health, convenience, and price, which remain significant post-pandemic. However, the study
highlights contradictory perceptions and attitudes towards food in the new era, influenced by
factors such as country, age, and sex. While it's premature to predict definitive changes, the authors
stress the importance of defining a "new" index of consumer satisfaction to adapt food sale
strategies in the evolving landscape.

Purushottam Meena and Gopal Kumar's study delves into the performance of online food delivery
(OFD) companies and consumer expectations during the COVID-19 pandemic using a machine
learning approach. They analyse social media data to uncover key topics and sentiments in both
developed and developing countries. The findings reveal varying concerns between countries,
with social responsibility being more significant in India and financial aspects in the US.
Interestingly, Indian customers express higher satisfaction with OFD companies compared to their
US counterparts. The study underscores the importance of factors such as brand, market size,
country, and pandemic waves in shaping customer sentiment and provides valuable managerial
insights for OFD companies navigating the evolving landscape.
Yongrong Xin, Muhammad Irfan, Bilal Ahmad, Madad Ali, Lanqi Xia 's study investigates the
impact of e-service quality on consumer perceptions and behaviours in the context of online food
purchasing, particularly relevant during the COVID-19 pandemic. They propose a model
examining the relationships between various factors such as perceived e-service quality,
usefulness of online reviews, brand self-connection, personal innovativeness, and willingness to
pay for online food services. Through an online survey, they find significant influences of eservice
quality on brand self-connection and usefulness of online reviews, among others. The study
highlights the importance for food service delivery brands to leverage positive online reviews and
enhance e-service quality, especially in emerging economies, in the post-pandemic landscape.

M Suguna, Bhavin Shah, S Karthik Raj, M Suresh's study examines the influential factors
impacting last mile delivery projects in various sectors during the COVID-19 era. Through
interpretive structural modelling, they identify and categorize key factors such as types of goods,
routing efficiency, and meeting fulfilment timelines. The findings offer valuable insights for
managers, emphasizing the importance of focusing on these factors to ensure the successful
implementation of last mile delivery projects amidst the challenges posed by the pandemic.

Adnan Muhammad Shah, Xiangbin Yan, Abdul Qayyum's study investigates the adoption of
mobile food ordering apps (MFOAs) for online-to-offline (O2O) food delivery services during the
COVID-19 outbreak, focusing on technological and cognitive cues influencing diners' intentions
to use MFOAs continuously. Drawing from the uses and gratification theory, they conduct an
online survey of 968 respondents in China. Their findings highlight the significance of cues in
MFOAs such as ease of use, convenience, and price saving orientation in influencing satisfaction
and continuous usage intentions. Additionally, the study reveals differences in preferences
between collectivist and individualistic household diners, shedding light on the nuanced dynamics
of dining choices amidst the pandemic. Overall, the research offers valuable insights into customer
decision-making processes and contributes to understanding O2O-FDS dynamics during the
COVID-19 crisis.
Rajani pillai, Cynthia Menezes Prabhu, Ruchita Pangriya's study the impact of COVID-19 on
customer attitudes towards online food delivery (OFD) in India. Through a survey of 130
participants, they find that perceptions of risks and benefits significantly influence purchase
intentions and attitudes towards OFD. This research sheds light on the evolving consumer
behaviour in the food delivery sector during the pandemic.

Beybala Timur, Yasin Emre Oguz, Veysel Yilmaz examine mobile food ordering app users'
behavior during COVID-19 in Turkey. Through surveys, they find that e-satisfaction positively
influences app reuse, while perceived risk negatively affects continuance intention. This study
adds valuable insights to the understanding of consumer behaviour in the context of mobile food
ordering apps during the pandemic.

Shushant Kumar and Arunima Shah delve into the role of emotions in consumers' continued usage
intentions for food delivery apps (FDAs) during the COVID-19 pandemic. Through the pleasure
arousal dominance (PAD) framework, they analyse the impact of app aesthetics on evoking
emotions and predicting usage intentions. Their study, based on data from 341 consumers, reveals
that app aesthetics generate pleasure, arousal, and dominance emotions, with pleasure being the
most significant predictor of continued usage intentions. The findings underscore the importance
of aesthetic app design in evoking positive emotions during crises and emphasize its role in
shaping consumer behavior.

Amit Shankar, Charles Jebarajakirthy, Preeti Nayal, Haroon Iqbal, Aman Kumar, Achchuthan
Sivapalan (2022) provides a comprehensive synthesis of the literature on online food delivery,
highlighting its evolution from website-based to mobile app and drone-based services. They
develop a conceptual framework delineating key factors influencing online food delivery, offering
valuable insights for future research in the hospitality domain. Overall, this review contributes
significantly to understanding the dynamics and emerging trends in the field of food delivery.
 THEORETICAL FRAMEWORK

THE BIRTH OF RESTAURANT CULTURE

An establishment that prepares and serves food and beverages to patrons is a restaurant. Although
many restaurants provide takeout and food delivery services, meals were typically served and
consumed on the premises. Restaurants range widely in terms of design and offers, serving a broad
range of cuisines and service styles from low-cost cafeterias and fast-food joints to mid-range
family eateries and high-end luxury venues.

The word restaurant originated in the early 19th century and is derived from the French word
“restaurer”, which means "to provide food for." The word literally means "to restore to a former
state," and since it is the present participle of the verb, it can be used to refer to both "a fortifying
food or remedy" and "a restorative beverage" in 1507 and 1521, respectively.

MODERN FORMAT OF RESTAURANT CULTURE

The idea of a restaurant in the Western world is relatively new, having originated in the late 18th
century. Restaurants are public spaces where servers offer meals to customers from a specific
menu.

DEFINITION OF FOOD DELIVERY

Food delivery is a type of courier service where a consumer receives food delivery from a
restaurant, retailer, or independent food delivery business. Usually, there are three ways to place
an order: over the phone, via the supplier's website or mobile app, or via an outside meal delivery
service. Usually brought in boxes or bags, the delivered products can consist of entrees, sides,
drinks, desserts, or groceries. Normally, the delivery person drives a car, but in larger cities, where
residences and eateries are located closer together, they might use motorized scooters or bikes.
DEFINITION OF ONLINE FOOD DELIVERY SERVICES

The act of placing an online or other application-based meal order for delivery or pickup is known
as online food ordering. The product may consist of food that has been particularly prepared for
direct consumption (such as fruits, frozen meats, vegetables straight from a farm or garden), or it
may consist of food that is ready to consume (such as straight from a restaurant, home kitchen, or
virtual restaurant) From 2018 to 2021, global revenues for the online food delivery sector rose
from $90 billion to $294 billion.

HISTORY OF ONLINE FOOD DELIVERY

Using a phone app to get takeout from your preferred restaurant can seem like a very modern
occurrence. However, the history of meal delivery predates smartphones by a great deal. Many
believe that the first pizza delivery clients were two Italian royals in the 1800s. Furthermore, the
history of food delivery in the 130 years that have passed since that terrible moment has mostly
followed general historical patterns. The ways and times at which people place their meal delivery
orders have been influenced by wars, technological advancements, and changing labour and
employment patterns.

THE BIRTH OF ONLINE FOOD DELIVERY SERVICES

In Korea, naengmyeon, or cold noodles, was the first meal to be delivered; this was documented
in 1768. In the 1800s, hangover soup, or hanjang-guk, was also brought to the yangban.

Where did the first pizza delivery occur in 1889? Italy. The delivery was accepted by Queen
Margherita and King Umberto. The renowned Pizzeria di Pietro e Basta Così was the source of
the pie in question. The pizza joint in Naples wanted to make sure the royal family had a chance
to sample their latest creation. Consequently, head chef Raffaele Esposito personally delivered it
to the king and queen when they visited the city. Pizza is still a staple of the delivery food
ecosystem, enjoyed by both commoners and royalty more than a century later.
1890s: Dabbawalas deliver lunch to workers in India.

A meal delivery service known as dabbawala, or "one who carries the box," emerged in colonial
India in the 1890s. The dabbawalas provide homemade meals to employees directly in boxes that
they pick up from them, saving them from having to leave their jobs to get food or go home for
lunch. Mumbai is where dabbawala first appeared, and it has subsequently expanded to other
places. Additionally, dabbawala has changed with the time to stay relevant even if the basic idea
is still the same. Nowadays, employees can use an app or text message to place orders and request
lunches.

1922: Chinese food delivery arrives in America

In America, Chinese food delivery first appeared in 1922. "The only place on the West Coast
making and delivering real Chinese food," according to the Los Angeles Cafe Kin-Chu, was its
claim to fame. The restaurant used telephones, which were a relatively new technology, to take
orders. Orders could be placed over the phone, and the restaurant would deliver as late as one in
the morning. Chinese food is still a popular choice for delivery nearly a century later, especially
around the holidays when other businesses might decide to close.

1950s: Restaurant food delivery takes off.

The post-war explosion of restaurant food delivery was largely fuelled by the popularization of
television in the 1950s. As more and more houses got televisions, the idea of having restaurant-
quality dinners at home was born. Families might order takeout when they got home from a long
day at work and eat it while watching their favourite TV shows.

1954: Meals on Wheels launches

Meals on Wheels was the first food delivery service of its sort, introduced in 1954. The charity
was founded in Great Britain as a reaction to the post-World War II economic downturn. Meals
on Wheels provided homebound individuals with prepared food that they might not have
otherwise had access to. The group quickly extended to other nations, including the US.
Currently in operation, Meals on Wheels provides food delivery services to the homebound in
cities all over the world.

1960s: Delivery speed improves.

In part because cars were now so widely available, delivery times decreased in the 1960s. The
creators of Domino's Pizza were at the forefront of this invention. They created a promise that
customers will receive their pizza in 30 minutes or less.

1994: Pizza Hut launches Pizzanet

Pizza Hut launched one of the first online meal delivery services in 1994. Pizzanet was exclusively
available to residents of Santa Cruz, California; it was not functional for users nationwide. In any
case, it offered a prototype for electronic meal delivery. It was also one of the first websites
accessible to the public. Considering this, pizza was probably among the first products to be
purchased and sold online.

1995: Worldwide Waiter goes online

The first internet restaurant delivery service went operational in 1995. The service, known as
Worldwide Waiter, provided home or office delivery, and gathered over 60 eateries in the San
Francisco Bay Area.

2000s: Food delivery goes main stream.

The popularity of food delivery skyrocketed in the 2000s. Apps for food delivery began to take
over delivery services as smartphones gained popularity. A few clicks on a phone could solve the
evening meal dilemma for those who choose not to cook after work. Office workers could order
food from their phones and have it delivered right to their workstations. Since the early 2000s,
there has been a constant stream of new meal delivery apps released. Some focus on serving up
high-end takeout from fancy restaurants, which helped some of them survive the pandemic.
2010s: Meal kit delivery revolutionizes eating-in

Meal kits and prepared dinners became popular in many homes during the 2010s. Some catered
specifically to clients who wanted to try their hand at cooking something new in the kitchen but
were afraid to buy groceries; they would provide all the items needed for a meal. Others still assist
customers in adhering to specific diets. This can help people adjust to a new diet without any of
the work or stress that can come with learning a new cooking technique and it can inspire budding
chefs for their own future dinners.

What is a Food Delivery Start-up?

Food delivery start-ups are creative businesses that provide online platforms for ordering and
receiving food. To sell goods online, food companies concentrate on unique, creative strategies
and terminologies like food tech, online food ordering, and simplified food delivery to your door,
speedy digital payments for food items, and much more.

Online food delivery services combine meal and grocery ordering. The global epidemic gave this
market an undue amount of hold. In 2023, the average revenue in the online meal delivery business
is probably going to reach US $1.02 trillion. Furthermore, it is anticipated that by 2027, there will
be roughly 2.5 billion meal delivery subscribers worldwide.

1) Uber Eats

Uber Eats, the second-largest online meal delivery service in America, was established in 2009.
The top food delivery start-up operates in more than 30 countries throughout the globe. In the US,
it is among the most popular applications for meal delivery.

In addition to the USA, Uber Eats has increased its footprint in India and is a highly used meal
delivery app in Europe. The company ships to more than 200 cities in Europe and all-around India.
Uber Eats offer restaurants fantastic chances for very beneficial business alliances.

The Uber Eats business model gives restaurants the adaptability, visibility, and consumer insights
they need to quickly engage with a diverse clientele.
Founded in the Country: USA

Started in the Year: 2009

Employee Strength: 5000+

Accessible for: Web, iOS, and Android Users

Business: Restaurant booking and food delivery platform.

2) DoorDash

One of the leading food delivery start-ups in the United States is DoorDash. The business became
recognized as one of the top start-ups in the USA for online meal ordering and delivery. DoorDash
collaborates with eateries and even provides options for delivery agents to order meals online
precisely. Members of Doordash receive free delivery on goods, a five per cent rebate on orders
picked up, and more benefits. It's also free for the first thirty days.

Founded in the Country: USA

Started in the Year: 2013

Employee Strength:

Accessible for: Android and iOS Users

Business: Restaurant booking, food, and liquor delivery platform

3) Talabat

Talabat was established in Kuwait to provide its distinctive array of online meal services to the
nascent food delivery industry. It is among the most popular applications in the UAE for meal
delivery. It is currently among the top food delivery firms in the world. In the UAE, the Talabat
app let smartphone users place online grocery and meal orders. With 50,000 locations and a
profitable business strategy, the firm provides meal delivery services to over 27,000 companies,
while Talabat Mart provides thirty-minute grocery delivery services to customers in the United
Arab Emirates.

Founded in the Country: UAE

Started in the Year: 2004

Employee Strength: 51 to 100

Accessible for: Android and iOS Users

Business: Online food delivery platform

4) Foodpanda

The Foodpanda mobile app and website allow users to order meals online from neighbouring
eateries. Foodpanda is present in 11 different countries around the world. It offers services in a
number of locations, including Singapore, Thailand, Hong Kong, Taiwan, Bangladesh, Laos,
Cambodia, Malaysia, Philippines, Myanmar, and Pakistan.

Founded in the Country: Singapore

Started in the Year: 2012

Employee Strength: 5000+

Accessible for: Web, iOS, and Android Users

Business: Food ordering app and website

5) Deliveroo

This meal delivery firm is a remarkable online food marketplace that allows users to purchase
food from anywhere in the UK. The firm has been helping people in the UK with innovative
services including contactless delivery. Deliveroo serves not only the United Kingdom but also
Hong Kong and the United Arab Emirates.

Founded in the Country: UK

Started in the Year: 2013

Employee Strength: 5000+

Accessible for: Android and iOS Users

Business: Online restaurant booking and food delivery platform

6) Gojek

Gojek is a new business that offers a wide range of solutions through its mobile app. The company
provides logistical support and online meal delivery services. The firm is directly connected to
900,000 food merchants and offers more than 20 digital products to a wide range of customers
across three nations.

Founded in the Country: Indonesia

Started in the Year: 2010

Employee Strength: 501 to 1000

Accessible for: Android and iOS Users

Business: Online food delivery platform

7) Grub Hub

Grub hub makes searching for restaurants nearby and online faster. With the Grub hub meal
delivery app, you can conveniently order food online from anywhere in the United States. The US
has fifty states that are served by the start-up. By utilizing the contactless delivery capability, the
organization was the first to deliver food.

Founded in the Country: USA

Started in the Year: 2004

Employee Strength: 251 to 500

Accessible for: Android and iOS Users

Business: Restaurant booking and online food delivery platform

8) Delivery Hero

Currently operating in more than 70 countries worldwide, Delivery Hero is a start-up providing
meal delivery services. For ten years, this European meal delivery company has provided ordering
and delivery services for food. The MDAX stock market index and the Frankfurt Stock Exchange
both have the start-up’s explicit listing.

Founded in the Country: Europe

Started in the Year: 2011

Employee Strength: 5000+

Accessible for: Android and iOS Users

Business: Online restaurant booking and food delivery platform

9) Lieferando

A fledgling company called Lieferando makes it possible to purchase food online from restaurants
with their special smartphone application. When we talk about Lieferando in more detail, it
enables ordering and receiving food from the comfort of your home possible. Even more, the firm
offers cutting-edge corporate meal ordering services.

Founded in the Country: Netherlands

Started in the Year: 2008

Employee Strength: 51 to 100

Accessible for: Android and iOS Users

Business: Online food ordering and delivery platform

10) Wolt

Wolt is an online meal delivery company that specializes in real-time logistics efficiency. Wolt
connects diners and restaurants with a food delivery platform. By making it simple for consumers
to locate restaurants, the start-up helps. Additionally, it encourages regular restaurant orders from
devoted patrons.

Founded in the Country: Finland

Started in the Year: 2014

Employee Strength: 1001-5000

Accessible for: Android and iOS Users

Business: Online platform that connects customers with restaurants

11) iFood

IFood is a precise online meal delivery business that has created a ground-breaking platform that
makes it simple for customers to order food online. Customers in Mexico and Brazil can get food
delivery services from this firm. The company has over 80% of the food delivery services market
in Brazil. It links its diverse clientele of over 15,000 establishments.

12) Zomato

Zomato offers an online restaurant and food ordering service where customers may order meals
to be delivered from eateries. In India, it is among the most popular applications for meal delivery.
The meal delivery services offered by the firm are supported by its network of drivers and
logistics. This app allows users to search for restaurants, post reviews and browse images, place
online reservations for tables at restaurants, order food, and pay using their smartphones while
dining out.

Founded in the Country: India

Started in the Year: 2008

Employee Strength: 1001+

Accessible for: Android and iOS Users

Business: Online restaurant guide and food ordering platform

TOP 10 ONLINE FOOD DELIVERY APPS IN INDIA

1. Zomato

Zomato is an online platform for food discovery and delivery that links customers to the best local
restaurants and cuisines. The comprehensive restaurant information on the app, which includes
menus, photos, and user reviews, makes it easy to find the perfect eatery. Customers can save time
and effort by having their favourite food delivered right to their door with its efficient and
trustworthy delivery service. To accommodate a variety of tastes and preferences, Zomato
provides a large selection of both vegetarian and non-vegetarian meal options. Zomato can assist
you in choosing a family meal, a fast lunch, or a fantastic dinner for two.

Most widely used in Delhi

Launched in India: Gurugram, India

Launch Date: 2010

Android Download: 10 CR+

2. Swiggy

Swiggy is among the most widely used smartphone applications in India for meal delivery. It was
sparked by providing full dietary preferences to clients and arranging transportation from the best
nearby hotels. Swiggy is the best food delivery app available online for major cities like Delhi,
Mumbai, Kolkata, Bangalore, Chennai, Gujarat, and others. Swiggy is the most popular
online meal ordering app in India, with over 10 million downloads on Google Play. Customers
can place orders from any restaurant; there is no minimum order quantity.

Most widely used in Bangalore, Mumbai, Delhi, Hyderabad, and Chennai

Launched in India: Karnataka

Launch Date: 2014

Android Download: 100M+

3. Chowman

Chowman, a well-known online meal delivery business in India, is renowned for its mouth-
watering array of Chinese cuisine. Chowman has been utilizing DeOnDe's white-label meal
delivery app solution. Chowman caters to the tastes of Indian customers who love Chinese food
by providing a wide selection of appetizers, main meals, and desserts. Customers can browse the
menu, place orders, and track delivery in real-time using the app's simple and intuitive design. By
putting a strong emphasis on quality, hygiene, and timely delivery, Chowman ensures that food
enthusiasts throughout India may have an authentic and fantastic dining experience from the
comfort of their homes or offices.

Launched in India: Kolkata

Launch Date: 2010

Android Download: 1L+

4. UberEats

UberEats swiftly acquired popularity with the support of its parent business, Uber, which was
already well-known. Over 200 restaurants were involved in UberEats' initial partnership when it
launched in Mumbai. Some of these restaurants were The Bohri Kitchen, Le15, Coffee by Di
Bella, FreshMenu, Chaayos, and The Good Wife, to start. By providing convenient
transportation and later food delivery services, Uber has carved out a terrific niche in the industry.

Launched in India: Mumbai

Launch Date: 2017

Android Download: 100M+

5. Food Panda

Ralf Wenzel and Benjamin Bauer, two German entrepreneurs, founded Food Panda in 2012 as an
on-demand food delivery service. Throughout South America, Africa, and the Middle East, Food
Panda—also known as Hellofood—operates via its website. With FoodPanda, you may find a
variety of restaurants serving food from Asia, Europe, or Mexico. If you don’t want to put on
those extra pounds, the app also provides scrumptious eating options.

Launched in India: Gurugram

Launch Date: 26 March 2012

Android Download: 100M+

6. Domino’s

Domino's is a well-known pizza delivery app available on both the iOS and Android operating
systems. To place an order without picking up the phone, the phone-based pizza ordering service
has been upgraded to a mobile app. In order to provide customer, the freedom to choose the menu
item that best fits their needs and budget, Domino's offers a range of discounts and promotions.
The biggest pizza place in India is incredibly popular because it delivers meals online to all the
big cities. Domino's, which has more than 1500 locations across more than 50 Indian cities, is still
growing swiftly in the online meal delivery sector. They can increase business sales and turnover
because of the ordering service provided by the mobile app.

Most widely used in: In various cities of India

Launched in India: New Delhi

Launch Date: 1996

Android Download: 53.6k

7. HungryJi

HungryJi is a cutting-edge meal delivery service that effortlessly connects foodies with a wide
variety of delicious options. HungryJi's user-friendly style makes dining hassle-free and allows
customers to explore a variety of eateries and cuisines from the comfort of their homes. DeOnDe's
white-label meal delivery app solution has been used by HungryJi. Whether they're feeling like
traditional comfort food or are brave enough to explore the globe for new culinary experiences,
users can effortlessly browse a wide variety of menu items, place orders, and track the status of
their delivery in real-time. HungryJi has been employing a food delivery app solution based on
DeOnDe Saas, which allows them redefine convenience in the food delivery industry by meeting
demands and adjusting to the fast- paced lifestyle of today.

Launched in India: Kolkata

Launch Date: 2019

Android Download: 50K+

8. La Pino’z Pizza

La Pino'z Pizza is a well-known pizza chain in India. La Pino'z Pizza used to have physical outlets
in several Indian cities. It's probable that they offered online meal deliver services through their
website or by joint ventures with other food delivery companies like Uber Eats (whom Zomato
just acquired) or Swiggy.

Launched in India: Chandigarh

Launch Date: 2011

Android Download: 10L+

9. Dunzo

Dunzo's customers can purchase vegetables, food, groceries, pharmaceuticals, and other products.
That way, everything you need is always available! They also provide discounts. You can get
anywhere in the city. You can place whatever order you want, anywhere in the city. A wide range
of payment options are available. With Dunzo, packages can be sent to any location in the city.
The current cities where this feature is offered include Gurgaon, Hyderabad, and Noida. You can
order food or groceries with this app and have them delivered in 30 minutes.

Launched in India: Mumbai

Launch Date: July 2014

Android Download: 1Cr+

ONLINE FOOD DELIVERY PLATFORMS USED ACROSS POPULAR

CITIES IN INDIA

Online Food Ordering Apps in Delhi:

Delhi, the capital of India, is one of the leading cities embracing the online meal ordering trend.
A person can easily order from anywhere in the world by using mobile apps and websites to reach
eateries. Over the years, Delhi has seen a significant increase in the number of new food delivery
businesses.

Some of the Famous Food Delivery Start-ups in Delhi:

• FoodCloud

• Fresh Menu

• Frsh

• Tpot
• Pizza Express

Online Food Delivery Apps in Mumbai:

Mumbai, the commercial hub of India, embraces the newest styles. In a short amount of time, the
city sees a significant increase in online food ordering. There are many additional start-up
businesses that offer the greatest services in addition to well-known apps like Swiggy and Zomato.
Some of the popular Food Delivery Start-ups in Mumbai:

• Holachef

• Box8

• Burgundy Box

• Fresh Menu

• Pizza Express

• Calorie Care

• iChef

Online Food Delivery Apps in Bangalore:

Bangalore is home to a sizable number of food delivery firms that fulfil online orders and bring
meals right to customers' doors. We’ve included a list of some other well-known Bangalore-based
online meal delivery services below. Many of them are limited to certain places, so be sure to
check the location before placing your order so you can sample some new delicacies.

Some of the prominent Food Delivery Start-ups in Bangalore:

• Brekkie

• Chefkraft

• Fresh Menu
• Masala Box

• Ready Bowl

• 48 East

• Entrée

• Box8

SOME MOST ESSENTIAL STATISTICS OF THE FOOD ORDERING

SYSTEM

The online meal ordering system is estimated to generate 9.3% of income annually and reach
96,864 million USD by the end of 2024, according to Statistical records.

Online ordering rises because of people's reliance on mobile apps for ordering takeout. The present
generation, which is constantly evolving and experimenting, now considers this a blessing.

By 2029, the meal delivery market was projected to reach $165 billion. Its 2020 growth was the
highest in five years because of the coronavirus pandemic.

MARKET SHARE OF THE ONLINE FOOD DELIVERY PLATFORMS

With a projected market size of $42.5 billion in 2022, China is the largest market for food delivery
services. Meituan and Ele.me account for about 90% of the nation's food delivery market. The
most widely used food delivery app is Uber Eats, while Delivery Hero has the largest user base
overall.With more than 50% of the market, DoorDash is the most widely used meal delivery app
in the US.
 DATA ANALYSIS AND INTERPRETATION

4.1: Gender

Table 4.1 gender of the respondents

Gender Frequency Percentage

Male 29 28.4

Female 73 71.6

Total 102 100

Source: primary data.

28.4%

71.6%

MALE FEMALE

source: primary data

Figure 4.1 gender of the respondents

Interpretation

The primary data is collected from 102 respondents. 71.6 percentage of them are female and 28.4
percentage of them are male.
4.2: Age

Table 4.2 age group of the respondents

Age Frequency Percentage

18 - 25 82 80.4

25 - 35 8 7.8

35 - 50 5 4.9

Above 50 7 6.9

Source: primary data.

4.9% 6.90%
7.80%

80.40%

18 - 25 25 - 35 35 - 50 ABOVE 50

Source: primary data

Figure 4.2 shows age classification.

Interpretation

From the above figure, we can observe that 80.4 percentage of the respondents belongs to the age
group of 18 – 25 years. 7.80 percentage of the respondents belongs to the age of 25 – 35 years.
4.9 percentage of the respondents belongs to the age group of 35 – 50 and 6.9 percentage of the
respondents belongs to the age group of above 50.

4.3: Frequency of respondents using online food delivery services.

Table 4.3 Showing how frequently respondents use online food delivery services.

Responses Frequency Percentage

Weekly 19 18.6

Monthly 30 29.4

Once in two months 29 28.4

Others 24 23.5

Total 102 100

Source: primary data

FREQUENCY

OTHERS 23.50%

ONCE IN TWO MONTH 28.40%

MONTHLY 29.40%

WEEKLY 18.60%

Source: primary data

Figure 4.3 Showing how frequently respondents use online food delivery services.
Interpretation

This study shows that the majority of respondents using online food delivery services are on
“MONTHLY BASIS (29.4 percentage)” and few of them are from “WEEKLY BASIS (18.6
percentage)”.

4.4: Amount people are likely to spend per order.

Table 4.4 showing how much amount people are likely to spend per order.

FREQUENCY PERCENTAGE
Below 500 65 63.7
500 - 700 23 22.5

700 - 1000 13 12.7

Above 1000 1 1

Total 102 100

Source: primary data

1%

12.70%

22.50%

63.70%

BELOW 500 500-700 700-1000 ABOUVE 1000

Source: primary data

Figure 4.4 Showing how amount people are likely to spend per order.
Interpretation

From this figure we can observe that the majority of respondents are from the category of
“BELOW 500 (63.70 percentage)” and only one is from the category of “ABOVE 1000”.

4.5: Online food delivery platforms

Table 4.5 Number of online food delivery platforms respondents started using since the
emergence of COVID-19.

FREQUENCY PERCENTAGE

1 platform 31 30.4

2-4 platforms 68 66.7

More than 4 platforms 3 2.9

Total 102 100

Source: primary data
 FREQUENCY
80
68
70

60

50

40
31
30

20

10
3
0
1 PLATFORM 2-4 PLATFORMS MORETHAN 4
PLATFORMS

Source: primary data

Figure 4.5 Number of online food delivery platforms respondents started using since the
emergence of COVID-19

Interpretation

From this data we can observe that most of the respondents choose “2-4 platforms
(frequency:68)”, 31 respondents choose only one platform for online food delivery services and
only 3 respondents choose more than 4 platforms.

4.6 Online food delivery platforms used.

Table 4.6 showing online food delivery platforms used.

PLATFORMS RESPONSES

Swiggy 47

Zomato 46

Rezoy 0
 Websites and apps of individual restaurants 5

Others 4

Total 102
Source: primary data

47 46 RESPONSES

0 5
4

Source: primary data

Figure 4.6 Showing online food delivery platforms used.

Interpretation

This study reveals that “SWIGGY (frequency:47)”and “ZOMATO (frequency:46)”

Are the most preferred online food delivery apps.

4.7: Convenience level of respondents.

Table 4.7 Showing the convenience level of the respondents navigating through online food
delivery apps and websites.

DEGREE OF ACCEPTANCE RESPONSES

1- Very poor 8
2- Poor 14
3- Good 27
 4- Very good 38
5- Excellent 15
Total 102
Source: primary data

RESPONSES
50
40 38
27
30
20 14 15
8
10
0
1 - VERY POOR 2 - POOR 3 - GOOD 4 - VERY GOOD 5 - EXELLENT

Source: primary data

Figure 4.7 Showing the convenience level of the respondents navigating through online
food delivery apps and websites.

Interpretation

Most of the respondents have rated “VERY GOOD (38 responses).

4.8 Success of online food delivery emerged in terms of effective

communication.

Table 4.8 Showing how successful has the online food delivery emerged in terms of effective
communication.

DEGREE OF ACCEPTANCE RESPONSES

Poor 1
Fair 18
 Very good 56

Excellent 27

Total 102
Source: primary data

RESPONSES

EXCELLENT 27

VERY GOOD 56

FAIR 18

POOR 1
0 10 20 30 40 50 60

Source: primary data

Figure 4.8 Showing how successful has the online food delivery emerged in terms of
effective communication.

Interpretation

Most of the respondents have rated “VERY GOOD (56)”.

4.9: Rating of the efficiency & accuracy levels of the current technology used
by the online food delivery apps.

Table 4.9 Showing the rating of the efficiency & accuracy levels of the current technology
used by the online food delivery apps.

RATING RESPONSES

Very poor 3
 Moderate 70

Exceptional 29

Total 102
Source: primary data

FREQUENCY
3

29

70

VERY POOR MODERATE EXCEPTIONAL

Source: primary data

Figure 4.9 Showing the rating of the efficiency & accuracy levels of the current technology
used by the online food delivery apps.

Interpretation

In these responses ,70 respondents’ rate on “MODERATE”, 29 respondents’ rate on

“EXCEPTIONAL” and 3 respondents’ rate on “VERY POOR”. So, from this majority is
“MODERATE”.

4.10 Level of preference for online food delivery services over fine dining
experience.

Table 4.10 Showing level of preference for online food delivery services over fine dining
experience.
 RATING RESPONSES

1 -Very poor 5
2 -Poor 16
3 -Good 49
4 -Very good 28

5 -Excellent 4

Total 102
Source: primary data

60

50 49
40

30 28
20
16
10
5 4
0
1-VERT POOR 2-POOR 3-GOOD 4-VERY GOOD 5-EXCELLENT
Source: primary data

Figure 4.10 level of preference for online food delivery services over fine dining experience.

Interpretation

Most of the respondents have rated on “GOOD”.

4.11: Impact of the quality of the products delivered.

TABLE 4.11 Showing how does it impacts the quality of the products delivered.

RESPONSES FREQUENCY PERCENTAGE

Yes 57 55.9

No 45 44.1

Total 102 100

Source: primary data

57
60 45
50
40
30
20
10
0
YES NO

Source: primary data

Figure 4.11 Showing how does it impacts the quality of the products delivered.

Interpretation

57 respondents saying “YES” and 45 saying “NO”, it suggests a majority find the product quality
satisfactory, but a significant minority finds it unsatisfactory. This could mean the overall quality
might be acceptable to most but still needs improvements to meet the standards expected by a
sizable portion of the recipients.
4.12: Concern regarding health issues.

Table 4.12 Showing how does it raises concerns regarding health issues.

DEGREE OF ACCEPTANCE RESPONSES

Very much 11

Somewhat 77

Not at all 14

Total 102

Source: primary data

RESPONSES

NOT AT ALL 14

SOMEWHAT 77

VERY MUCH 11

0 10 20 30 40 50 60 70 80 90

Source: primary data

Figure 4.12 Showing how does it raises concerns regarding health issues.
Interpretation

77 respondents selected “SOMEWHAT”, 14 respondents selected “NOT AT ALL” and 11

respondents selected “VERY MUCH”. So, from this evidence we can say that the majority is
SOMEWHAT.

4.13: Positive impact upon the utility and satisfaction level.

Table 4.13 Showing does it has a positive impact upon the utility and satisfaction levels in
terms of the cost incurred.

RESPONSES FREQUENCY

Yes 68

No 34

Total 102

Source: primary data

 RESPONSES
68

70
60
50 34
40
30
20
10
0
YES NO

Source: primary data

Figure 4.13 Showing does it created a positive impact upon the utility and satisfaction
levels in terms of the cost incurred.

Interpretation

It is evident that half the respondents are aware of the positive impact upon the utility and
satisfaction levels in terms of the cost incurred.

4.14: Diminished consumer awareness regarding delivered product.

Table 4.14 Showing consumer awareness.

DEGREE OF ACCEPTANCE FREQUENCY

10
Strongly agree
 24
Agree
63
Neutral
5
Disagree
0
Strongly disagree

Total 102

Source: primary data

FREQUENCY
70
63
60

50

40

30 24
20
10
10 5
0
0
STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY
DISAGREE

Source: primary data

Figure 4.14 Showing consumer awareness.

Interpretation

The data reveals a spectrum of opinions regarding the statement on diminished consumer
awareness regarding delivered products. While a significant portion of respondents expressed
agreement, both strongly and moderately, a large majority remained neutral, suggesting a lack of
strong conviction. A minority disagreed with the statement.

4.15: Impact of offline to online transition on food delivery sector and purchase
frequency.

Table 4.15 Showing how deeply has the offline to online transition within the food.

DEGREE OF RESPONSE PERECENTAGE

ACCEPTANCE

Very much 25 24.5

Considerable 68 66.7

Not at all 9 8.8

Total 102 100

Source: primary data

 RESPONSES
8.80%

24.50%

66.70%

VERY MUCH CONSIDERABLE NOT AT ALL

Source: primary data

Figure 4.15 Showing how deeply has the offline to online transition within the food delivery
sector influenced your frequency of purchase.

Interpretation

The transition to online food delivery has significantly influenced purchasing habits for most
respondents, with 25 reporting a very high impact and 68 finding it considerable. However, 9
respondents indicated no impact at all.

4.16: Fluctuation of brand loyalty.

Table 4.16 Showing the fluctuation of brand loyalty.

DEGREE OF ACCEPTANCE RESPONSES

Strongly agree. 5

Agree 40
 Neutral 46

Disagree 9

Strongly disagree. 2

Total 102
Source: primary data

RESPONSES
50 46
45
40
40
35
30
25
20
15
9
10
5
5 2
0
STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY
DISAGREE

Source: primary data

Figure 4.17 Showing the fluctuation of brand loyalty.

Interpretation

The statement on fluctuation of brand loyalty received varied responses. While a majority
remained neutral (46), indicating uncertainty or lack of strong opinion, a significant number
agreed (40) or strongly agree (5) that brand loyalty fluctuates. However, a smaller proportion
disagreed (9) or strongly disagreed (2) with the statement. The responses suggest mixed
perceptions regarding the stability of brand loyalty.
4.17: Nature and durability of the products impact purchase decision

Table 4.17 Showing does the nature and durability of the product impact purchase decision.

DEGREE OF ACCEPTANCE RESPONSES

VERY MUCH 42

CONSIDERABLE 55

NOT AT ALL 5

TOTAL 102

Source: primary data

RESPONSES

NOT AT ALL
5
CONSIDERABLE
55
VERY MUCH
42
0 10 20 30 40 50 60

Source: primary data

Figure 4.17 Showing does the nature and durability of the product impact purchase
decision.
Interpretation

Most respondents, with 42 indicating a very high impact and 55 finding it considerable, a small
minority of 5 respondents reported that it doesn’t impact their purchase decisions at all.

4.18: Impact of user-friendly apps have upon the simplification of purchase

procedure.

Table 4.18 Showing the rate of level of impact of user- friendly apps have upon the
simplification of purchase procedures.

DEGREE OF ACCEPTANCE RESPONSES

1-very poor 10

2-poor 15

3-good 37

4-very good 27

5-excellent 13

Total 102
Source: primary data
 RESPONSES
50

40
37

30
27

20 15 13
10
10

0
1-VERY POOR 2-POOR 3-GOOD 4-VERY GOOD 5-EXCELLENT

Source: primary data

Figure 4.18 Showing the rate of level of impact of user- friendly apps have upon the
simplification of purchase procedures.

Interpretation

From this evident, user- friendly apps generally have a positive impact on simplifying purchase
procedures, with most respondents rating GOOD (37) or VERY GOOD (27). However, some
respondents rated them lower, indicating room for improvement.

4.19: The notion of food safety and hygiene impacted the selection of online
food delivery platforms.

Table 4.19 Showing food safety and hygiene.

DEGREE OF ACCEPTANCE RESPONSES

STRONGLY 64
 MODERATELY 31

NOT AT ALL 7

Total 102

Source: primary data

RESPONSES

70

60

50

40
64
30

20 31
10
7
0
STRONGLY MODERATELY NOT AT ALL

Source: primary data

Figure 4.19 Showing food safety and hygiene.

Interpretation

The majority of the respondents choose MODERATELY (64) ,31 respondents choose
STRONGLY, and minority of respondents choose NOT AT ALL.
4.20: Promotional offers and discounts.

Table 4.20 Frequency of promotional offers and discounts from online food delivery
platforms.

DEGREE OF ACCEPTANCE RESPONSES

Weekly 30

Monthly 34

Once in two months 22

Others 16

Total 102
Source: primary data

RESPONSES
16
30

22

34
WEEKLY MONTHLY ONCE IN TWOMONTH OTHERS

Sources: primary data

Figure 4.20 Frequency of promotional offers and discounts from online food delivery
platforms.
Interpretation

From this data we can observe that most of the respondents receive promotional offers and
discounts monthly,30 respondents receive offers and discounts weekly and 22 others receive once
in two months.

4.21: Showing has there been a decreased reliance on online food delivery
platforms since the decline of the pandemic.

Table 4.21 Showing decreased reliance on online food delivery platforms.

DEGREE OF ACCEPTANCE RESPONSES

Yes 72

No 30

Total 102

Source: primary data

RESPONSES

NO
30
YES
72
0 10 20 30 40 50 60 70 80

Source: primary data

Figure 4.22 Showing decreased reliance on online food delivery platforms.

Interpretation

From this evident, 70 percentage of respondents choose YES, so this data indicates that there has
been a decreased reliance on online food delivery platforms since the decline of the pandemic,
with 72 respondents affirming this trend. 30 respondents still report NO decrease in reliance.

4.22: Food quality deterioration and packaging issues.

Table 4.22 Showing the Frequency of food quality deterioration and packaging issues in
online food deliveries post covid-19.

DEGREE OF RESPONSES PERCENTAGE

ACCEPTANCE

Frequently 13 12.7

Sometimes 46 45.1

Rarely 43 42.2

Total 102 100

Source: primary data

 RESPONSES
50 46
45 43
40

35

30

25

20

15 13
10

FREQUENTLY SOMETIMES RARELY

Source: primary data

Figure 4.22 Showing the Frequency of food quality deterioration and packaging issues in
online food deliveries post covid-19.

Interpretation

This data suggests that food quality or packaging issues with online food deliveries post COVID-
19 are “SOMETIMES” encountered by 46 respondents, “RARELY” by 43 respondents and
“FREQUENTLY” by 13 respondents.

4.23: Overcoming barriers of place and time.

Table 4.23 Showing the effectiveness of online food delivery services in overcoming barriers
of place and time.

DEGREE OF ACCEPTANCE RESPONSES

 Exceptionally well 33

Almost 62

Not at all 7

Total 102

Source: primary data

RESPONSES
90
80
70
62
60
50
40 33
30
20
10 7
0
-10 EXECEPTIONALLY WELL ALMOST NOT AT ALL
-20

Source: primary data

Figure 4.23 Showing the effectiveness of online food delivery services in overcoming
barriers of place and time.

Interpretation

From this response we can observe that online food delivery services have been perceived as
highly effective in overcoming the barriers of place and time, 33 respondents rayed on
EXCEPTIONALLY WELL, 62 respondents rated on ALMOST,7 respondents rated on NOT AT
ALL.
4.24: Respondent’s transition from offline to online modes of delivery.

Table 4.24 Showing the level of influence COVID-19 had upon respondent’s transition from
offline to online modes of delivery.

DEGREE OF ACCEPTANCE RESPONSE

Very much 40

Somewhat 57

Not at all 5

Total 102

Source: primary data

RESPONSES

NOT AT ALL 5

SOMEWHAT 57

VERY MUCH 40
0 10 20 30 40 50 60

Source: primary data

Figure 4.24 Showing the level of influence COVID-19 had upon respondent’s transition
from offline to online modes of delivery.
Interpretation

From this data we can observe that, with 40 indicating it had a very significant influence and 57
indicating it had at least some influence. Only 5 reported no influence, highlighting the widespread
impact of the pandemic on the food delivery industry’s digital shift.
 FINDINGS,SUGGESTIONS AND CONCLUSION

FINDINGS

• It was found that the population within the age group of 18-25 is the most reliant on online food
delivery platforms. This trend is the least popular among the respondents who are above the age
of 50.

• Swiggy and Zomato are the food delivery platforms that are preferred by most respondents.

• Most of the respondents happen to use these platforms monthly and a few among them use them
on a weekly basis.

• A large segment of the respondents is of the opinion that these online food delivery apps and
platforms are easy to navigate through, can mitigate the barriers of communication, time and place,
and are also effective in terms of retaining the product quality and satisfaction levels of the
customer.

• They are shown to simplify the purchase and payment procedures on a considerable level.

• Online food delivery platforms have significantly enhanced the choices available to the
customers.

• The above factors have caused most respondents to have a favourable opinion of online food
delivery platforms.

• The current technology used is termed as moderate by a huge portion of the respondents.

• Owing to the rise in COVID cases, a major portion of respondents have sought to increase the
number of online food delivery platforms used by them.

• The concerns of health and safety have played a significant role in the increased use of online
means of food delivery.
• The responses indicate the continued usage of online food delivery platforms and there has not
been much indication regarding its diminished usage post the COVID pandemic.

SUGGESTIONS

Some of the possible improvements that can be made in online food delivery platforms are:

• Introducing brand new features that will keep the customers safe, such as contactless delivery,
online payment, and hygiene ratings.

• Enhancing the user interface and user experience of the apps, by adding features such as easy
navigation, personalized recommendations, real-time tracking, and chat bots.

• Expanding the delivery network and coverage, by partnering with more restaurants, drivers, and
other tech enablers.

• Reducing the environmental impact of food delivery, by using healthy and eco-friendly
packaging, optimizing delivery routes, and encouraging customers to recycle.

• Improving the customer service and loyalty programs, by offering discounts, rewards, feedback,
and grievance resolution mechanisms.

CONCLUSION

The restaurant section and the meal transport marketplace have exceptionally modified over the
Past couple of years with speedy urbanization. Food transport offerings have advanced from a
sequence of stages. From Ancient Rome to fashionable sparkling and organized meal transport, it
evolved at an intense pace. Ordering a meal from outdoor and eating-in has emerged as a culture
in recent times with the growing wide variety Smartphones and meal transport apps.

The meal transport apps ought to have promising capabilities that can
lead to their effective and impeccable manner of functioning. Virtual meal ordering appears to be
the imminent trend. It has been extending at a rapid pace, primarily owing to the emergence of the
COVID 19 pandemic. During this crisis, the growing concerns regarding health and hygiene
combined with the staunch legislations in relation to the quarantine practices have prompted the
masses to shift the mode of dining from offline to online.

Depending on their availability and comfort, people were given the

discretion to choose the time and place of their dining, in a manner most suitable to them. With
an advent of diverse and high-tech innovations, restaurants and other meal providers were given
the opportunity to serve a large segment of customers from diverse geographical locations, thus
breaking free from the obstructions concerning space and time. Customers too had their share of
privileges when it came to online food delivery as they were offered a wide range of choices at
multiple price levels, allowing them to make a purchase that is most suitable for their budget.

However, essential measures are to be taken to screen the requirements

of the clients on digital meal ordering platforms. With the world, clutched by the dread of diseases
and spread of infections during the COVID era, the indoor style of life gained immense acceptance
among the contemporary societies. This transformation of lifestyle left its mark of the fine dining
culture as well prompting the people to shift to online modes of food delivery and indoor dining.
With the splendour and luxury of fine dining experiences offered by restaurants, cafes, and hotels
far from reach, customers had resorted to enjoy their meals at the comfort of their homes whilst
enjoying the company of their family members.

Online food delivery has become a popular and convenient option for
many people in the modern world. However, online food delivery also poses some challenges and
risks for both customers and providers. According to a recent survey, online food delivery
accounted for 40% of the total food service market in India in 2023, up from 25% in 2020.”