x

Aishwarya Arya (2022MBA063)

Ankit Sachan (2022MBA065)
Jyoti Dhakad (2022MBA083)
Nikhil Kumar Yadav (2022MBA090)
Rushita Jain (2022MBA106)
Pankaj Kumar (2022MBA092)
Viraj Purohit (2022MBA099)
Introduction
• Swiggy is a restaurant aggregator and food delivery start-up based in India.

• Founded in 2014 by Sriharsha Majety and Nandan Reddy, it now operates in 300+ cities

• Swiggy is a food delivery app that makes it easy for users to order food from their favorite
restaurants.

• The app also allows you to track your order, so you can always2 be sure that your food will be
delivered on time.
 
Objective: -
Accessed Swiggy Customer satisfaction on the basis of various factors. Decide managerial and business conclusion
from the analysis to improve customer overall satisfaction.
 
Link to the data: -
https://docs.google.com/spreadsheets/d/1Zb61qcSeSuSfZKgZsz1yXiLOHp7jR87p-zhetS3fxHk/edit?usp=sharing

We collected Primary data of swiggy

1. Age
2. Gender
3. Swiggy’s Overall Rating
4. Swiggy’s Delivery Time Rating
5. Swiggy’s Convenience Rating
6. Swiggy’s Delivery Boy’s Behaviour Rating
7. Swiggy’s Customer Care Report
 Parameters Range
We collected Primary data of Swiggy
Age 18-24 (1), 25-35 (2)

•Age Gender Male (1) , Female (2)

Swiggy’s Overall Rating 1 to 5

•Gender Swiggy’s Delivery Time Rating 1 to 5
•Swiggy’s Delivery Time Rating
Swiggy’s Convivence Rating 1 to 5
•Swiggy’s Convivence Rating
Swiggy’s Delivery Boy’s 1 to 5
•Swiggy’s Delivery Boy’s Behaviour Rating Bheaviour Rating
•Swiggy’s Customer Care Report Swiggy’s Customer Care Rating 1 to 5
•Swiggy’s Overall Rating
Data Distribution
Total Data (N): - 150
Now from the data, we will find the Mean,
median, mode etc.
 Statistics

Rate Rate Swiggy

Swiggy's Rate Swiggy's Delivery
Rate Delivery Customer Care Rate Swiggy's boy's
  swiggy timing Support Convenience Behaviour GenderN AgeGroupN
N Valid 150 150 150 150 150 150 150
Missing 0 0 0 0 0 0 0
Std. Error of Mean 0.071 3.91 3.68 3.70 4.08 1.50  
Median 4.00 0.077 0.083 0.082 0.081 0.041  
Mode 4 4.00 4.00 4.00 4.00 1.50  
Std. Deviation 0.874 4 4 4 4 1a  
Variance 0.764 0.948 1.012 1.008 0.993 0.502  
Skewness -0.802 0.898 1.024 1.017 0.987 0.252  
Std. Error of Skewness 0.198 -0.927 -0.581 -0.521 -1.245 0.000  

Kurtosis 0.773 0.198 0.198 0.198 0.198 0.198  

Std. Error of Kurtosis 0.394 0.926 0.023 -0.144 1.471 -2.027  

Range 4 0.394 0.394 0.394 0.394 0.394  

Minimum 1 4 4 4 4 1  
Maximum 5 1 1 1 1 1  
Sum 582 5 5 5 5 2  
Percentiles 25 3.00 552 555 612 225  
50 4.00 3.00 3.00 3.00 4.00 1.00  
75 4.00 4.00 4.00 4.00 4.00 1.50  
5.00 4.00 4.00 5.00 2.00  
a. Multiple modes exist. The smallest value is shown
Now we will look at frequency distribution

Frequency Table
Rate swiggy Rate Swiggy's Delivery
1
N
2
%
1.3% timing
2 9 6.0% N %
1 4 2.7%
3 28 18.7% 2 7 4.7%
4 77 51.3% 3 29 19.3%
5 34 22.7% 4 68 45.3%
5 42 28.0%

Rate Swiggy's Customer Rate Swiggy's

Care Support Convenience
N % N %
1 5 3.3% 1 4 2.7%
2 12 8.0% 2 13 8.7%
3 42 28.0% 3 42 28.0
4 58 38.7% %
5 33 22.0% 4 56 37.3
%
5 35 23.3
%
Rate Swiggy Delivery boy's
Behaviour
GenderN AgeGroupN
N %
1 5 3.3% N %
2 6 4.0% N % 18-24 129 86.0%
3 20 13.3% Male 75 50.0%
25-35 21 14.0%
4 60 40.0%
5 59 39.3% Female 75 50.0%
 1. Gender Vs Swiggy Rating T Test
H0: Average Rating of Male = Average Rating of Female
F Test H1: Average rating of male is not equal to average rating of female
H0: - Variance is equal
H1: - Variance is unequal

F-Test Two-Sample for Variances t-Test: Two-Sample Assuming Equal Variances

  Variable 1 Variable 2
  Variable 1 Variable 2 Mean 3.893333333 3.866666667
Variance 0.799279279 0.738738739
Mean 3.893333 3.866667 Observations 75 75
Variance 0.799279 0.738739 Pooled Variance 0.769009009
Hypothesized Mean Difference 0
Observations 75 75
df 148
df 74 74 t Stat 0.186216711
F 1.081951 P(T<=t) one-tail 0.426264908
t Critical one-tail 1.655214506
P(F<=f) one-tail 0.367832 P(T<=t) two-tail 0.852529815
t Critical two-tail 1.976122494  
F Critical one-tail 1.469451  

Conclusion: - F critical > F observed. Hence we can say that variances are equal. Conclusion: - We can observe that p value is greater than 0.05
hence we fail to reject Null hypothesis. Hence Gender does not
effect the overall Rating of Swiggy.
2. Gender Vs Rate Swiggy's Delivery timing
T test
FTest H0: Average Rating of Male = Average Rating of Female
H0: Equal Variance
H1: Average rating of male is not equal to average rating of female
H1: Unequal Variance

T-Test: Two-Sample Assuming Unequal Variances

F-Test Two-Sample for
Variances
  Variable 1 Variable 2
  Male Female Mean 3.973333333 3.853333333
Mean 3.973333333 3.853333333 Variance 0.864144144 0.937657658

Variance 0.864144144 0.937657658 Observations 75 75

Hypothesized Mean Difference 0
Observations 75 75
Df 148
Df 74 74
t Stat 0.774209274
F 0.92159877 P(T<=t) one-tail 0.22002103
P(F<=f) one-tail 0.363192971 t Critical one-tail 1.655214506

F Critical one-tail 0.680526262   P(T<=t) two-tail 0.44004206

t Critical two-tail 1.976122494  

Conclusion: Here F critical is less than f Observed.
Hence we fail null hypothesis. Means Both have unequal
Variance
Conclusion: - Here P value is greater than 0.05. Hence, we fail to reject Null
Hypothesis.
Hence for 95% confidence level we can say that Gender does not affect rating
of Rate Swiggy's Delivery timing
 3. Gender vs Customer care Support T Test
F test H0: Average Rating of Male = Average Rating of Female
H1: Average rating of male is not equal to average rating of female
H0: Equal Variance
H1: Unequal Variance

F-Test Two-Sample for t-Test: Two-Sample Assuming Unequal

Variances
Variances

  Variable 1 Variable 2
  Variable 1 Variable 2
Mean 3.733333333 3.626666667
3.73333333 3.62666666
Mean 3 7 Variance 0.981981982 1.074954955
Observations 75 75
0.98198198 1.07495495
Variance 2 5 Hypothesized Mean Difference 0
Observations 75 75 Df 148
Df 74 74 t Stat 0.644093426
0.91350988 P(T<=t) one-tail 0.260255895
F 9
t Critical one-tail 1.655214506
P(F<=f) one-tail 0.34911543
P(T<=t) two-tail 0.520511791
0.68052626
F Critical one-tail 2   t Critical two-tail 1.976122494  

Conclusion: - Here P value is greater than 0.05. Hence, we fail to

Conclusion: - F critical < F observed. Hence we can say that variances are unequal. reject Null Hypothesis.
Hence for 95% confidence level we can say that Gender does not
affect rating of Swiggy'sCustomer Care Support
4. Gender VS Rate Swiggy's Convenience T Test
  H0: Average Rating of Male = Average Rating of Female
F Test H1: Average rating of male is not equal to average rating of female
 
H0: Equal Variance
H1: Unequal Variance

F-Test Two-Sample for Variances t-Test: Two-Sample Assuming Equal Variances

  Variable 1 Variable 2
  Variable 1 Variable 2 Mean 3.68 3.72
Variance 0.815135135 1.231351351
Mean 3.68 3.72
Observations 75 75
Variance 0.815135135 1.231351351 Pooled Variance 1.023243243
Hypothesized Mean Difference 0
Observations 75 75
df 148
df 74 74 t Stat -0.242150953
F 0.661984197 P(T<=t) one-tail 0.40449921
t Critical one-tail 1.655214506
P(F<=f) one-tail 0.039024881
P(T<=t) two-tail 0.80899842
F Critical one-tail 0.680526262   t Critical two-tail 1.976122494  

Conclusion: - Here P value is greater than 0.05. Hence, we fail to reject Null Hypothesis.
Conclusion: - F critical > F observed. Hence we can say that
variances are equal. Hence for 95% confidence level we can say that Gender does not affect Rating of Swiggy's
Convenience.
 5. Gender Vs Swiggy’s Delivery boy Behaviour T Test
F Test
  H0: Average Rating of Male = Average Rating
H0: Equal Variance of Female
H1: Average rating of male is not equal to
H1: Unequal Variance
average rating of female

F-Test Two-
t-Test: Two-Sample Assuming Equal Variances
Sample for
Variances
  Variable 1 Variable 2
  Male Female Mean 4.2 3.9

Mean 4.2 3.96 Variance 0.594594595 1.363243243

Variance 0.594594595 1.363243243 Observations 75 75

Pooled Variance 0.978918919

Observations 75 75
Hypothesized Mean Difference 0
df 74 74
df 148
F 0.436161776
t Stat 1.485434528
P(F<=f) one-tail 0.000225867 P(T<=t) one-tail 0.039777852

F Critical one-tail 0.680526262   t Critical one-tail 1.655214506

P(T<=t) two-tail 0.139555704

t Critical two-tail 1.976122494  

Conclusion: - F critical > F observed. Hence we can say that variances

are equal.
Conclusion: - Here P value is less than 0.05. Hence, we can reject Null Hypothesis.
 
Hence for 95% confidence level we can say that Gender affect Rating of Swiggy's Convenience.
 T Test
1. Age Vs Rate Swiggy's Delivery timing  
F Test H0: Average Rating of 18-24 = Average Rating of 25-35
  H1: Average rating of male is not equal to average rating of female
H0: Equal Variance  
H1: Unequal Variance
  t-Test: Two-Sample Assuming Equal Variances

  Variable 1 Variable 2
3.90769230
  Variable 1 Variable 2 Mean 8 3.7
0.65807990
Mean 3.907692308 3.7
Variance 5 1.48421053
Variance 0.658079905 1.484210526 Observations 130 20
Observations 130 20 0.76413721
Pooled Variance 4
df 129 19 Hypothesized Mean Difference 0
F 0.44338717 df 148
0.98918103
P(F<=f) one-tail 0.003980597 t Stat 4
F Critical one-tail 0.599611716   0.16209450
P(T<=t) one-tail 8
1.65521450
t Critical one-tail 6
Conclusion: - Here F< Fcritical then we will do t-Test: Two-Sample
Assuming Equal Variances 0.32418901
P(T<=t) two-tail 6
1.97612249
t Critical two-tail 4  

Conclusion: - P(T<=t) one-tail is greater than 0.05 so age group doesn’t affect rate swiggy
 2. Age Vs Rate Swiggy's Delivery timing
T Test
F Test
 
 
H0: Average Rating of 18-24 = Average Rating of 25-35
H0: Equal Variance
H1: Average rating of male is not equal to average rating of female
H1: Unequal Variance

F-Test Two-Sample for Variances t-Test: Two-Sample Assuming Equal Variances

  Variable 1 Variable 2   Variable 1 Variable 2

Mean 3.946153846 3.7
Mean 3.946153846 3.7 Variance 0.795527728 1.589473684
Variance 0.795527728 1.589473684 Observations 130 20
Observations 130 20 Pooled Variance 0.897453222
Hypothesized Mean Difference 0
df 129 19
df 148
F 0.500497577 t Stat 1.081787004
P(F<=f) one-tail 0.012516638 P(T<=t) one-tail 0.14055333
F Critical one-tail 0.599611716   t Critical one-tail 1.655214506
P(T<=t) two-tail 0.281106661
t Critical two-tail 1.976122494  

Here F<Fcritical then we will do t-Test: Two-Sample Assuming Equal Variances Here P(T<=t) one-tail >0.05 then age group doesn’t affect Rate Swiggy's Delivery timing
 
 T Test
3. Age vs Customer care Support
   
F test H0: Average Rating of 18-24 = Average Rating of 25-35
 
H1: Average rating of male is not equal to average rating of female
H0: Equal Variance
H1: Unequal Variance

t-Test: Two-Sample Assuming Unequal Variances

  Variable 1 Variable 2
  Variable 1 Variable 2
Mean 3.692307692 3.6 Mean 3.692307692 3.6
Variance 0.958855098 1.515789474
Variance 0.958855098 1.515789474
Observations 130 20
Observations 130 20 Hypothesized Mean Difference 0
df 129 19 df 23
t Stat 0.320086134
F 0.632578016 P(T<=t) one-tail 0.375896362
P(F<=f) one-tail 0.070395505 t Critical one-tail 1.713871528
P(T<=t) two-tail 0.751792724
F Critical one-tail 0.599611716  
t Critical two-tail 2.06865761  

Conclusion: - Here P(T<=t) one-tail >0.05then age group doesn’t affect Rate Swiggy's Customer
Here F>Fcritical then we will do t-Test: Two-Sample Assuming Unequal Variances Care Support
 4. Age VS Rate Swiggy's Convenience
T Test
   
F Test H0: Average Rating of 18-24 = Average Rating of 25-35
  H1: Average rating of male is not equal to average rating of female
H0: Equal Variance
H1: Unequal Variance
 
t-Test: Two-Sample Assuming
Unequal Variances
 
  Variable 1 Variable 2
  Variable 1 Variable 2
Mean 3.746153846 3.4
Mean 3.746153846 3.4 Variance 0.935062612 1.515789474
Variance 0.935062612 1.515789474 Observations 130 20
Hypothesized Mean Difference 0
Observations 130 20
Df 23
df 129 19 t Stat 1.201645942
F 0.616881584 P(T<=t) one-tail 0.120864134
t Critical one-tail 1.713871528
P(F<=f) one-tail 0.040170898
P(T<=t) two-tail 0.241728267
F Critical one-tail 0.599611716   t Critical two-tail 2.06865761  

 
Here F>Fcritical then we will do t-Test: Two-Sample Assuming Unequal Variances Here P(T<=t) one-tail >0.05 then again age group doesn’t affect Rate Swiggy's Convenience
 5. Age Vs Swiggy’s Delivery boy Behaviour T Test
F Test  
  H0: Average Rating of 18-24 = Average Rating of 25-35
H0: Equal Variance H1: Average rating of male is not equal to average rating of female
H1: Unequal Variance  

t-Test: Two-Sample Assuming Equal

F-Test Two-Sample for Variances Variances

  Variable 1 Variable 2
  Variable 1 Variable 2 Mean 4.123076923 3.8
Mean 4.123076923 3.8 Variance 0.883959451 1.642105263
Variance 0.883959451 1.642105263 Observations 130 20
Observations 130 20 Pooled Variance 0.981288981
Df 129 19 Hypothesized Mean Difference 0
df 148
F 0.53830864
t Stat 1.35783976
P(F<=f) one-tail 0.022869613
P(T<=t) one-tail 0.038290558
F Critical one-tail 0.599611716   t Critical one-tail 1.655214506
P(T<=t) two-tail 0.176581117
t Critical two-tail 1.976122494  

 
Conclusion: -Here P(T<=t) one-tail <0.05 then again age group doesn’t affect Rate Swiggy
Conclusion: -Here F<Fcritical then we will do t-Test: Two-Sample Assuming Delivery boy's Behaviour.
Equal Variances
ANOVA ANALYSIS
Coefficientsa

Standardized
Unstandardized Coefficients Coefficients

Model B Std. Error Beta t Sig.

1
(Constant) 1.096 .259 4.238 <.001
Rate Swiggy's Delivery timing .215 .075 .233 2.874 .005

Rate Swiggy's Customer Care .257 .071 .298 3.614 <.001

Support

Rate Swiggy's Convenience .172 .074 .198 2.310 .022

Rate Swiggy Delivery boy's .088 .068 .100 1.284 .201

Behaviour

a. Dependent Variable: Rate swiggy

Conclusion: - We can say from the above data that Except Swiggy’s Delivery Boy’s Behaviour all other parameter
(Swiggy’s Delivery Timing, Swiggy’s Customer Support, Swiggy’s Convenience) afftects overall Rating of Swiggy.
Scatter Diaram to Find positive or Negative Relations: -

Swiggy's Rating VS Rate Swiggy's Delivery timing

6

Rate Swiggy's Delivery timing

Linear (Rate Swiggy's Delivery timing)
3

0
0.5 1 1.5 2 2.5 3 3.5 4 4.5 5 5.5

We can see a positive Relationship Between Swiggy’s Rating and Swiggy’s Delivery timing Rating
 Rate Swiggy's Customer Care Support
6

5 5
5

4 4 4
4
Rate Swiggy

3 3 3 3
3

2 2 2 2 2
2

1 1 1 1
1

0
0.5 1 1.5 2 2.5 3 3.5 4 4.5 5 5.5

Rate Swiggy's Customer Care Support Linear (Rate Swiggy's Customer Care Support)

We can see a positive relation between Swiggy’s Rating and Swiggy’s Customer Care support
 6

Rate Swiggy's Convenience

5 5 5
5

4 4 4 4
4
Swiggy's Rating

3 3 3
3

2 2 2 2 2
2

1 1 1
1

0
0.5 1 1.5 2 2.5 3 3.5 4 4.5 5 5.5

Rate Swiggy's Convenience Linear (Rate Swiggy's Convenience )

We can see a positive relation between Swiggy’sConvenience and Swiggy’s Customer Care support
 Rate Swiggy Delivery boy's Behaviour
6

5 5 5 5
5

4 4 4
4
Swiggy's Rating

3 3 3 3
3

2 2 2 2 2
2

1 1 1 1
1

0
0.5 1 1.5 2 2.5 3 3.5 4 4.5 5 5.5

Axis Title

Rate Swiggy Delivery boy's Behaviour Linear (Rate Swiggy Delivery boy's Behaviour)

We can see a positive relation between Swiggy’s Deliveryboy’s Rating and Swiggy’s Customer Care support
 6

Rate Swiggy Delivery boy's Behaviour

5 5 5 5
5

4 4 4
4

Swiggy's Rating
3 3 3 3
3

2 2 2 2 2
2

1 1 1 1
1

0
0.5 1 1.5 2 2.5 3 3.5 4 4.5 5 5.5

Axis Title

Rate Swiggy Delivery boy's Behaviour Linear (Rate Swiggy Delivery boy's Behaviour)

We can see a positive relation between Swiggy’s Deliveryboy’s Rating and Swiggy’s Customer Care support

Co-Variance: - Direction of Relation between 2 variables

•Cov (Swiggy’s Rating, Swiggy’s Delivery Timing) = 0.476267
•Cov(Swiggy’s Rating, Swiggy’s Customer Care Support) = .534933
•Cov(Swiggy’s Rating, Swiggy’ convenience Rating) = 0.504
•Cov(Swiggy’s Rating, Swiggy’s Delivery boy behaviour Rating) = 0.42293
 Regression Analysis
Descriptive Statistics

  Mean Std. Deviation N

Rate swiggy 3.88 .874 150
Rate Swiggy's Delivery timing 3.91 .948 150

Rate Swiggy's Customer Care 3.68 1.012 150

Support

Rate Swiggy's Convenience 3.70 1.008 150

Rate Swiggy Delivery boy's 4.08 .993 150

Behaviour

As we can see mean of Swiggy’s Rating is 3.88, with a standard deviation of .874
with total of 150 samples.
 • Here we can see that the R square value is 0.48, Which tells us that in our model together delivery boy’s behaviour, Delivery timing,
customer care support, and convenience account for 48% of swiggy’s rating.

ANOVAa
• With the help of the ANOVA
table, we can say that
Model Sum of Squares Df Mean Square F Sig.
significance <0.05 (<0.01) hence
1 Regression 54.607 4 13.652 33.419 <.001b we can say that our regression
is significant. So, we can that
Residual 59.233 145 .409    
our independent variables
Total 113.840 149       account for the dependent
variable.
a. Dependent Variable: Rate swiggy
• F(4,145) = 33.419, p<0.01, R^2
b. Predictors: (Constant), Rate Swiggy Delivery boy's Behaviour, Rate Swiggy's Delivery timing, Rate
Swiggy's Customer Care Support, Rate Swiggy's Convenience = 0.48
We can see from the above table that
For Delivery timing, customer care support and convenience significance are < 0.05. so, we can say that the dependent variable accounts
for swiggy’s Rating.
 
Whereas if we look at the delivery boy’s significance which is >0.05 and we won’t be able to reject our null hypothesis. Hence delivery
boy’s behaviour does not affect the swiggy’s rating.
 
We can also see that coefficient of
Delivery Timing = 0.215
Customer care support = 0.257
Convenience = 0.172
Delivery boy’s behaviour = 0.088
And constant = 1.096
 
The equation can be formed
 
Swiggy’s Rating = 1.096 + 0.215*(Rating for Delivery Timing) + 0.257*(Rating for Customercare Support) + 0.172*(Rating for Convenience)
+ 0.088*(Rating for Delivery boy’s behaviour
 FINAL CONCLUSION

 From T test and F test :-

We can say that Age and Gender do not affect Swiggy’s Rating.

 From Co-Variance and Automatic Linear Modelling: -

We can say that Except for Swiggy’s Delivery Boy’s Behaviour all other parameters Swiggy’s Delivery
Timing, Swiggy’s Customer Support, and Swiggy’s Convenience affect Swiggy’s Overall Rating.

Swiggy’s Customer care support highly affects Swiggy’s Overall Rating as compared to other parameters.
Thank You