Chapter- 1:

Introduction
1.1 Introduction

Online food ordering and delivery is a new type of business model in the current e-commerce
era, and it has resulted in the establishment of several online businesses. Consumers,
entrepreneurs, investors, and others place a high value on online food ordering and delivery.
Because it bridges the gap between restaurants and consumers, online meal ordering and delivery
is extremely popular. It is a method in which a consumer searches for a restaurant and filters the
available foods, cuisines, and they deliver via a mobile phone application. The online meal
ordering and delivery system is dependent on a mobile application and operates depending on the
customer's location. Zomato is a food ordering and delivery service. It had been begun by Pankaj
Chaddah and Deepender Goyal. Zomato major goal was to give urban foodies with a
comprehensive order and delivery option. As on 2016, the gave organizations is conceivable in
twenty-four countries. Throughout the years, it has changed over itself into an online
nourishment conveyance stage. It has its own delivery fleet that picks up orders from restaurant
and delivers them to clients. Furthermore, they do not have a minimum order policy for their
consumers. They ensure that clients receive their orders in time, as delivery employees only
carry one order at a time.
India's e-commerce market has been rapidly expanding in recent years and continues to do so
today. The constant growth of E-commerce is altering how people think, check, act, and produce
a yield. Larger part of organizations in the limited scale, medium scale and enormous scope areas
own a site to improve their business and they do as such by utilizing on the web commercials,
online Promotional occasions or exercises in this way taking an "advanced "jump in the business
cycles. The comfort needs and solace of the buyers and their purchasing conduct and the way
toward purchasing is the wellspring of the persevering development of E-business.
([Link]) Technology is assuming its vital part in reforming the food.
1.2 Objectives of the Study:-
 To study the factors influencing the consumer perception and buying decision of Zomato.
 To study the level of consumer satisfaction of Zomato.
 To study the food delivery over related literature
 To analyze consumer preference between zomato and swiggy.
 To identify factors that influence consumer perception towards online food delivery apps.
 To study the demographic profile of consumers.

1.3 REVIEW OF LITERATURE

1. 3.1 National Reviews

 H.S. Sethu and Bhavya Saini (2016) investigated the preference satisfaction and
perception of students towards online food delivery apps, their goal was to find out how
students felt about online food ordering and delivery services, as well as how they
behaved and how satisfied they were. According to their findings, online meal ordering
services assist students with better time management. It is also discovered that the
convenience of having their desired meal available at any time and having convenient
access to the internet are the primary reasons for using the service. (Das, 2018)

 According to Ansar Z. and Jain S. (2016), the ecommerce industry's growth is a key
factor in the success of online meal ordering and delivery services. According to
research, over 400 food delivery apps are thriving in India, thanks to $120 million in
funding from venture capital firms and other investors. Given that each person consumes
at least three meals per day, the food industry is referred to as a repetitive business sector,
which draws the attention of investors and entrepreneurs.

 In his research, Jyotishman Das reveals the different factors that impact customers'
decisions to use online food delivery services. He investigated the most popular online
food delivery service portal among customers. He has also shown the barriers that
consumers face when using online food delivery services. Each food ordering app has its
 own specialisations, such as Zomato's best discounts and Swiggy's on-time delivery.
(Poulose, 2019)

 In her studies, Dr. Mitali Gupta (2019), discusses the influence of food delivery apps on
restaurants. The study discusses the advantages, as well as the positive and negative
impacts of electronic food delivery and various online food delivery apps. The writer has
also concentrated on food delivery app strategies, with a particular emphasis on Zomato
and Swiggy. (Poulose, 2019)

 According to Megha Gera (2018), the aim of their study on "Operations research in food
delivery" was to see how operations research could be applied in the food industry. And
they've looked at how the studies would assist both restaurants and food delivery services
at the same time. They also stated that operations research can be used by businesses to
assess how to choose 14 between various food deliveries companies in order to reduce
costs and increase profit margins. (Poulose, 2019)

 Suryadev Singh Rathore (2018) discovered that in order to provide their customers with a
complete satisfaction experience, online food ordering companies must pay attention to
the quality of information, mobile application and website design, security and privacy
for payment systems. It also finds that the system values merchandise price, ease of
payment, special offers, and discounts. (Poulose, 2019)

 Sheryl E. Kimes (2011) found that both users and non-users valued perceived control and
convenience associated with online food ordering services. Non-users want more
personal interaction and have a greater level of technology anxiety when it comes to
using the services. (Das, 2018)

 According to Varsha Chavan (2015), Customers can view, order, and navigate using a
smart device-based interface, which has aided restaurants in quickly managing customer
orders. Wireless communication and smart phone technology's skills in meeting and
expanding company management and service delivery. Their findings, this system is
convenient, efficient, and simple to use, and it is expected to increase the overall
restaurant industry in the future. (Das, 2018)
 Zulkarnain kedah (2015) the study's primary goal is to identify the "essential success
factors" of online food ordering services, such as whether website quality (design),
service quality, or website confidence are factors that influence loyalty in an online
ordering environment. Service quality and loyalty reflect the fact that effective food
ordering services require efficient delivery, dependable customer service, and food
characteristics (e.g. freshness, presentation, and health). (Poulose, 2019)

 Ms. Neha Gupta and [Link] Bhatnagar (2017), they have concentrated on students
and their behaviour towards online shopping, as it is found that students use online portal
more often than others. By the way of survey, they have found the respondents preference
on the portal, usage of money per purchase. Factor analysis results reveal that
Experimental Uniqueness, Customer Service and Convenience tend to be the three
significant dimensions as to why customers prefer internet shopping. The results of factor
analysis show that Experimental 15 Uniqueness, Customer Service, and Convenience are
the three most important dimensions for why consumers prefer online shopping.
(Poulose, 2019)
1.3.2 International Reviews

 (Lara Sowinski., 2012). When restaurants work together well, food delivery services are
available. Around the same time, the customer's location plays an important role in food
distribution because if the customer's location is far away from the restaurant, the food
delivery service provider is put under more strain. (SHIVAJI, 2020)

 According to Sumathy, The online food adjure app system can be useful for hotels and
restaurants to expand the scope of their business by allowing people to place orders
online. The purpose of this research was to determine the consumer's level of awareness
and satisfaction, as well as the factors that impact consumers' decision to purchase food
from a food adjure through the internet. The majority of respondents disagree that
internet websites charge exorbitant delivery fees. Almost every user feels secure when
making a payment online. The success of the food adjure app is largely due to the service
it provides. (Rajalakshmy, 2019)

 Chris (2011) some businesses assume that if a restaurant is promoted quickly, customers
can book tables immediately. However, in today's market, some restaurants are unable to
attract customers due to high penetration, especially in urban areas where customers are
more cautious and people do not have enough time to visit restaurants. Restaurant owners
form partnerships with food ordering and delivery systems to provide food to customers
in this situation. Restaurants profit from increased exposure as a result of food delivery
services. (SHIVAJI, 2020)

 According to Hong Lan (2016), the online food delivery market is still in its infancy;
there are some evident flaws, as evidenced by consumer complaints. We cannot rely
solely on the selfdiscipline of online food delivery restaurants or the oversight and
management of online food delivery platforms to solve these issues. (Das, 2018)

 Juan C. Correaa (2017). In the city, Due to the dense traffic in cities, online food delivery
services depend on urban transportation. These platforms make use of user-generated
content to encourage users to share and consume content together. The effect of traffic
conditions, which is 16 one of the main performance indicators of online food ordering
and delivery services, was assessed by the researcher (using Google Maps API). Even
though early deliveries showed a quality problem association with the amount of
 comments made by customers after receiving orders at door step, the overall research
found that traffic conditions had no practical effects on transaction volume and delivery
time fulfilment. (SHIVAJI, 2020)

 Serhat Murat Alagoz & Haluk Hekimoglu (2012) said that Digital services are services
that can be delivered through an information infrastructure such as the internet The main
focus of the paper will be on the different applications that are available for distribution
by third parties or by restaurants themselves for various purposes such as delivery,
pointing system, in-house app ordering, and so on. The paper's main goal is to determine
the relationship between facilities and purchasing behaviour. According to the report,
services are intangible goods that cannot be transferred in terms of possession or
ownership, and they
 cannot be sold. Instead, they come into existence when they are consumed or purchased.
Accounting, banking, laundry, consulting, education, and so on are only a few examples.
(Bhat, 2019)

 ÇanakkaleOnsekiz Mart Universities and GökçeadaMeslekYüksekokulu (2017) In

Turkey, I discovered that fast food consumption is restricted to areas near university
campuses and major metro areas. There have also been several problems with customer
recognition when ordering via food delivery service websites, which has resulted in false
orders being placed. Some fast food behemoths have hygiene problems, and due to the
large number of orders delivered, the food is neither fresh nor nutritious. The study was
only conducted in Turkey. Some countries have different food industry laws, and
customer perceptions can vary. (SHIVAJI, 2020)

 According to Leong Wai Hong (2016), technological advancements have altered the
business model in many industries. A restaurant's competitiveness and profitability will
both benefit from efficient processes. The use of an online food delivery system is
thought to help restaurants expand their business over time and to promote major
business transactions online. (Das, 2018)

 Kimes&Laqué(2011). Food from the web the ordering service is an essential aspect of the
restaurant industry. Some food supply chain restaurants, such as Pizza Hut, Dominos, and
McDonald's, have developed mobile apps from which customers can place orders.
However, the telephone is still the most common method of ordering food. The majority
of restaurant data on 17 online food ordering services' websites is owned by the online
food ordering service, while telephone access is limited to the specific hotel or restaurant.
Consumers would find it more convenient to use a mobile app. (SHIVAJI, 2020)
 Chapter- 2:
Profile of the Organization
2. Profile of ZOMATO:

2.1 History/ background of the organisation

Pankaj Chaddah and Deepinder Goyal formed Zomato in 2008 as a restaurant aggregator and
food delivery service in India. Zomato offers restaurant information, menus, and user feedback, 9
as well as food delivery from partner restaurants in a few cities. During the COVID-19 outbreak,
Zomato started delivering groceries. As of 2019, the service is available in 24 countries and has a
global reach of more than 10,000 cities. (Wikipedia)

History Zomato was established in 2008 as Foodiebay and renamed Zomato Media Pvt. Ltd. on
January 18, 2010. Zomato expanded to Delhi NCR, Mumbai, Bangalore, Chennai, Pune, and
Kolkata in 2011. The business expanded its international activities in 2012, with offices in the
United Arab Emirates, Sri Lanka, atar, the United Kingdom, the Philippines, and South Africa.
Zomato began operations in New Zealand, Turkey, Brazil, and Indonesia in 2013, with websites
and applications in Turkish, Portuguese, Indonesian, and English. Zomato first opened its doors
in Portugal in April 2014, followed by releases in Canada, Lebanon, and Ireland in 2015.
(Wikipedia)

In 2011, when. XXX domains were introduced; Zomato launched [Link], a platform
devoted to food pornography. [No. 25] In May 2012, it collaborated with Citibank to introduce a
print edition of the website called "Citibank Zomato Restaurant Guide," but it has since been
discontinued. Zomato had also made a name for itself for its prowess in digital marketing.
(Wikipedia)

Zomato announced plans to launch Zomato Infrastructure Services in February 2017, a service
that will assist restaurants in expanding their reach without incurring any fixed costs. Zomato
announced in September 2017 that it had "turned profitable" in all 24 countries where it
operated, as well as a "zero-commission model" for partner restaurants. Zomato stopped
accepting updates from its active users at the end of 2017 because it did not use moderators to
check and render updates. Users of the app also identified problems with the app's latest payment
functionality. (Wikipedia)

Zomato laid off nearly 10% of its staff (540 people) in September 2019, focusing on back-end
operations such as customer care, merchant support, and distribution partner support. Zomato
launched its grocery delivery service, Zomato Market, in 80+ cities across India in April 2020, in
response to increasing demand for online groceries amid the COVID-19 pandemic.
2.2 Organisational structure of the ZOMATO

It has very loose, free flowing and adaptive working environment. Zomato prides itself for
having a Desk Free work culture as it feels that in this way the employees do not remain
complacent. The following things of an organic structure are followed in Zomato –

1) Decentralization – Zomato follows a highly decentralised and flat structure, with very few
layers between the employee and the CEO. The layers are very few and working of the top,
middle and lower-level employee are highly integrated together.

2) Empowered Roles – Zomato has a culture of giving highly empowered roles to its
employees where within teams and individually team as well as individual performances are
highly recognised and rewarded.

3) Informal Systems - in Zomato specially coming from and still largely following a start- up
Culture the system of communication and information sharing is very informal. There are
very few rules or formal control systems.

Zomato has a flat hierarchy.

Sales team responsibilities

include pitching to the clients,
building networks, contracting
and payment collection

Key account managers role

manages the sales managers
along with handling the key
accounts for the company in that
region.

Country sales head develop

strategies to enter new cities and
look over the city sales heads as
well as the sales managers

City sales head holds the

Revenue responsibility of a city.

Zomato’s business model is based

on a combination of restaurant
discovery and food delivery.
The company
generates revenue through various means such as advertising, commissions on food orders,
and subscription services.

Zomato has a two-sided platform that connects restaurants with customers. Restaurants can
list their menus and prices on the platform, and customers can use the platform to discover
new restaurants, read reviews, and place orders. When customers place orders through the
platform, Zomato takes a commission on the sale.

Zomato also generates revenue through advertising. Restaurants can pay to have their
listings promoted on the platform, which can help them reach more customers.

Finally, Zomato has introduced a subscription service called Zomato Gold, which gives
users discounts on food and drinks at participating restaurants.
2.3 Awards and achievements

“Zomato has broken the glass

between the
private and the public universe.
These two
have been a parallel universe
for a decade.
The fact that somebody burst
out of the private
universe and had such a
spectacular success
on the consciousness of the
public markets,
that itself is an astonishingly
mind-blowing
achievement.

The Gurgaon-based company,

with a market
cap of Rs 1.07 lakh crore on the
BSE as of
September 24, joins a list of eminent winners
that have previously bagged the award for
Startup of the Year such as Ola,
Fresh works, Swiggy, Oyo, Delhivery and Zerodha.

Apart from being the first high-profile consumer internet unicorn to go public (unicorns are
companies valued over $1 billion), Zomato’s successful listing, which came soon after it had
weathered the upheaval wrought by Covid-19 also found mention with the jury taking note of the
company’s tenacity and persistence. In 2014, Zomato was chosen as the Startup of the Year in
this paper’s flagship event — The Economic Times Awards for Corporate
Excellence.
2.4 SWOT Analysis of ZOMATO

SWOT stands for Strengths, Weaknesses,

Opportunities, and Threats, and so a
SWOT analysis is a technique for
assessing these four aspects of your
business.

SWOT Analysis is a tool that can help you

to analyse what your company does best
now, and to devise a successful strategy
for the future. SWOT can also uncover
areas of the business that are holding you
back, or that your competitors could
exploit if you do not protect yourself.

A SWOT analysis examines both internal

and external factors – that is, what is
going on inside and outside your
organization. So, some of these factors
will be within your control and some will
not. In either case, the wisest action you can take in response will become clearer once
you have discovered, recorded, and analysed as many factors as you can.

STRENGTHS

 Asset-less business Model First mover advantage

 Evergreen industry
 User friendly app design Number of users
 Excellent financial backing
 Multiple acquisitions
 Aggressive and Innovative marketing strategies
 Superior technology and a strong workforce

WEAKNESS

 Security issues for the app

 Still a lot of expansion required
 Word of mouth and Facebook Check-ins
 Drastic growth means susceptible to bad content
OPPORTUNITIES
 Further expansion
 More acquisitions
 Creating a community
 Adoption of the internet and Smartphones

THREATS

 Google's schema module

 Market followers and challengers
 Lack of clear rules and regulations
2.5 ACQUISITIONS MADE BY ZOMATO
Zomato has acquired several startups globally.

 In July 2014, Zomato made its first acquisition by buying MenuMania for an
undisclosed sum.
 The company pursued other acquisitions including [Link] and [Link] for
a combined US$3.25 million.
 In September 2014, it acquired Poland-based restaurant search service Gastronauci
for an undisclosed sum.
 In December 2014, it acquired Italian restaurant search service Cibando.
 It acquired Seattle-based food portal, Urbanspoon, for an estimated US$60 million in
2015.
 Other acquisitions of 2015 include Mekanist in an all-cash deal, the Delhi-based
startup MapleGraph that built MaplePOS (renamed Zomato Base), and NexTable, a
US-based table reservation and restaurant management platform.
 In 2016, Zomato acquired Gurgaon-based technology startup Sparse Labs and
renamed it as Zomato Trace.
 In 2017, it acquired the food delivery startup Runnr (renamed from Roadrunnr when
it acquired TinyOwl in 2016).
 In September 2018, it acquired Bengaluru-based food e-marketplace, TongueStun
Food, for about US$18 million in a cash and stock deal.
 In December 2018, it acquired a Lucknow-based startup, TechEagle Innovations, that
works exclusively on drones, for an undisclosed amount. Zomato claimed that the
acquisition will help pave the way towards drone-based food delivery in India,
building technology aimed at a hub-to-hub delivery network.
 On 21 January 2020, Zomato acquired its rival Uber Eats' business in India in an all
stock deal, giving Uber Eats 10% of the combined business.
 On 29 June 2021, the firm acquired a 9.3% stake in Grofers for nearly US$120 million.
 On 24 June 2022, Zomato acquired Blinkit (formerly Grofers) for US$568 million in
an all-stock deal.
2.6 Products and services offered by the company

Zomato (NSE: ZOMATO) is an online food and lifestyle portal that provides advertising,
ratings, and reviews for restaurants. Its platform connects customers, restaurant partners, and
delivery partners, serving their multiple needs. Customers use the platform to search and
discover restaurants, read and write customer-generated reviews, and view and upload photos,
order food delivery, book a table, and make payments while dining-out at restaurants. Zomato
provides restaurant partners with industry-specific marketing tools that enable them to engage
and acquire customers to grow their business while also providing a reliable and efficient last
mile delivery service. The company also operates a one-stop procurement solution, Hyperpure,
which supplies ingredients and kitchen products to restaurant partners.

Today, Zomato has multiple revenue channels besides online ordering, which most consumers
would be familiar with.

1. Restaurant Listings / Advertising

In its first avatar, Zomato was just a listing platform and a restaurant directory. This brought in
advertising revenues from restaurants who joined the platform. Extending this further after the
launch of food delivery and restaurant reservations, Zomato now charges commissions from
restaurants to be placed prominently on the feed. Restaurants can pay to have their events or
offers promoted as well as their overall banner, which brings improved visibility and conversions
from Zomato users.
 2. Food Delivery

To begin with, through its food delivery business, Zomato charges a commission to the
restaurants on the basis of orders. While users pay a delivery fee, Zomato earns through
restaurants who pay a commission for each delivery, which is then split among the delivery
partner and the company. Commissions from restaurants vary based on whether Zomato is
fulfilling the delivery or whether the restaurant uses its own riders. This is said to contribute in a
small way to the company’s total income due to huge competition and need for deep discounts
etc.

3. Subscription Programmes

With Zomato Gold for consumers and users, and subscription solutions for restaurants, Zomato
opened up a steady stream of revenue. While users pay a subscription fee to access the Zomato
Gold loyalty programme which brings exclusive offers, restaurants also pay a monthly fee to be
part of Zomato’s bouquet of offers. Restaurants also pay Zomato a monthly fee for
miscellaneous services such as live tracking, Zomato-branded tamper-proof packaging and more.

4. Live Events

With Zomaland, Zomato entered the branded live events market last year. Zomato charges users
an entry fee to attend Zomaland, where besides food, they can witness live musical performances
and other acts. In 2018, it had organised the entertainment carnival in Delhi, Pune, and
Bengaluru, where Zomato claimed over 100K people showed up. This year, Zomaland is going
to Pune, Delhi, Bangalore, Hyderabad, Mumbai, Jaipur, Pune, Chandigarh, and Kolkata.

5. White Label Access

Zomato also enables services such as Zomato Whitelabel under which they give offers to the
restaurants to develop a customized food delivery app. It also works with cloud kitchens and
restaurants for consultancy services. Zomato works with select restaurant operators to help in
identifying locations for expansions at a minimal fixed cost, but with increased options for the
user. It provides the requisite licenses and operational enablement for such restaurant partners.

6. Zomato Kitchens

In order to be able to provide kitchen infrastructure services to select restaurant operators,

Zomato works with entrepreneurs to set up and operate Zomato Kitchens under different labels.
This helps entrepreneurs fund restaurants in the right location with an investment of INR 35
Lakh and more. Zomato claims it offers returns in the range of INR 2 Lakh to INR 4 Lakh per
month to the investors, with 180+ affiliate kitchens already up and running.

As it has grown in size and scale, Zomato has tried to reduce the reliance on cash-burn reliant
models and streamlined to enter enablement and other user-generated streams of
revenue. Zomato’s cash burn is mostly in retaining users against its rival Swiggy. However,
being in the line of fire for deep discounting practices, Zomato may soon be able to earn from
other parts of its business model.
2.7 Challenges Faced by Zomato:

One of the biggest challenges faced by Zomato is the intense competition in the food delivery
industry. Zomato competes with other major players such as Uber Eats, Swiggy, and DoorDash.
Zomato also faced challenges in expanding into new markets. In some countries, such as China
and the United States, the company struggled to gain a foothold due to strong local competition.

Another challenge faced by Zomato was managing its operations during the COVID-19
pandemic. The pandemic led to a surge in demand for food delivery services, which put a strain
on Zomato’s logistics and delivery infrastructure.

2.8 Successes of Zomato:

Despite these challenges, Zomato has achieved significant success in the food delivery industry.
In 2021, Zomato went public with a valuation of over $9 billion, making it one of the most
successful IPOs in Indian history.
Zomato has also expanded its operations to more than 25 countries, making it a truly global
player in the food delivery industry.

In addition, Zomato has been successful in diversifying its revenue streams. The company’s
subscription service, Zomato Gold, has been particularly successful, with over 1.4 million
subscribers in India alone.
 Chapter 3:
Research Methodology
3. RESEARCH METHODOLOGY

Research methodology is a way of explaining how a researcher

intends to carry out their research. It's a logical, systematic plan to
resolve a research problem. A methodology details a researcher's
approach to the research to ensure reliable, valid results that
address their aims and objectives. It encompasses what data they're
going to collect and where from, as well as how it's being collected
and analyzed.

Why is a research methodology important?

It provides a detailed plan that helps to keep researchers on track, making the process smooth,
effective and manageable. A researcher's methodology allows the reader to understand the
approach and methods used to reach conclusions.

3.1 SOURCES OF DATA

Data is the backbone of any data analysis work done in the research process.
Data is a collection of unorganized facts and numbers from different sources. The sources of data
can be different depending on what the research needs.

In short, the sources of data are physical or digital places where information is stored in a data
table, data object, or some other storage format.
Data can be gathered from two places: internal and external sources. The information collected
from internal sources is called “primary data,” while the information gathered from outside
references is called “secondary data.”

The sources of data can be classified into two types:

Primary Source of Data

 Primary data means first-hand information collected by an investigator.
 It is collected for the first time.
 It is original and more reliable.
 For example, the population census conducted by the government of India after every ten
years is primary data.

The sources of primary data collection are as follows:

 Surveys
 Direct personal Interviews
 Indirect oral Interviews
 Information through correspondents
 Telephonic interview
 Mailed questionnaire

Secondary Source of Data

Secondary data refers to second-hand information.
It is not originally collected and rather obtained from already published or unpublished sources.
For example, the address of a person taken from the telephone directory or the phone number of
a company taken from Just Dial are secondary data.
The methods of secondary data collection are as follows:
 Textbooks
 News articles
 University-published studies
 Encyclopedias
 Published market research
 Websites

What is a questionnaire?

A questionnaire is a list of questions or items used to gather data from respondents about their
attitudes, experiences, or opinions. Questionnaires can be used to collect quantitative and/or
qualitative information. Questionnaires are commonly used in market research.

3.2 TYPES OF QUESTIONS IN A QUESTIONNAIRE

 Structured questions
Comes under quantitative research. It includes the low number of researchers and the high
number of respondents. They have a definite and concrete questions. They are also called as
closed questionnaires.

 Unstructured questions
A version of qualitative survey. They are usually based around more open questions. Open
questions also means recording more data as the respondents can point out what is important for
them, in their own words and methods.
  Scaled questions
The respondents are asked to scale the answers based on a given rating prescribed by the question.
Depending on the type of format used in questionnaires.

 Open format questions:

These are the type of questions that are used to allow all of the respondents to express their views
in a free-flowing manner

 Closed format questions:

Multiple choice questions come under this category. The user is restricted to answer their opinions
through the options that is set by the surveyor.

What is a chart?
A chart is a diagram, picture, or graph which is intended to make information easier to understand.

3.3 TYPES OF CHARTS

 Bar Chart
Bar charts are one of the most common data
visualizations. You can use them to quickly compare
data across categories, highlight differences, show
trends and outliers, and reveal historical highs and lows
at a glance. Bar charts are especially effective when you
have data that can be split into multiple categories.
  Line Chart
The line chart, or line graph, connects several distinct
data points, presenting them as one continuous
evolution. Use line charts to view trends in data,
usually over time. The result is a simple,
straightforward way to visualize changes in one value
relative to another.

 Pie Chart

A pie chart is a circular

statistical graphic, which is
divided into slices to
illustrate numerical proportion. In a
pie chart, the arc length of each slice
is proportional to the quantity it
represents. While it is named for its
resemblance to a pie which has been
sliced,
there are variations on the way it can be presented.

3.4 RESEARCH METHODOLOGY

USED IN THE STUDY

The data is acquired from both primary and secondary sources. For primary data collection, a
sample size of 100 respondents has been established. ANOVA and CROSSTABS are the
statistical tools utilised for analysis. A questionnaire is used to obtain data from primary sources.
The core data is gathered from consumers of digital food application Zomato. Secondary data is
gathered from books, journals, and a different website.
3.5 LIMITATIONS OF THE STUDY
 This study is only limited to the consumer base of developed area so it will neglect the perception
of people living in underdeveloped areas.
 The samples used in this study is only limited to a particular area.
 This study only shows responses of a particular sample size or group of people only. Hence, it
cannot be taken as the perception of all.
 Online data is collected from secondary sources

3.6 PERIOD OF THE STUDY

The required primary data have been collected through a survey made on group of people in between the
month of March 2023 to April 2023.

NO. OF EXPECTED RESPONDENT: 100

NO. OF ACTUAL RESPONDENT: 86
NO. OF QUESTIONS: 10
MODE OF QUESTIONAIRE: GOOGLE FORMS

GOOGLE FORM LINK:

[Link]
 Chapter 4:
Analysis and
interpretation
 QUESTION – 1
Gender

GENDER RESPONDENTS PERCENTAGE

MALE 52 60.8%

FEMALE 34 39.5%

PREFER NOT TO SAY 0 00.00%

INTERPRETATION

 The above chart represents the gender of sample size or respondents who filled the
questionnaire at the time of survey.

 In a sample of 86 respondents, the percentage of males are 60.5% i.e., 52 in the total
sample size and the percentage of females are 39.5% i.e., 34 in total sample size as shown
above in table and pie chart.
 QUESTION – 2
AGE

AGE GROUP RESPONDENTS PERCENTAGE

15-18 2 2.4%

18-20 29 34.5%

21-25 43 51.2%

25-30 2 2.4%

30-35 8 9.5%

INTERPRETATION

 The above chart represents the age group of sample size of respondents who filled the
questionnaire at the time of survey.

 The respondents were chosen from different age groups like from 15-25 in different
groups. In a sample of 86 respondents, 2.4% of the total sample size are belong to people
aged b/w 15-18, 34.5% of the total sample size are belong to people aged b/w 18-20,
51.2% of the total sample size are belong to people aged b/w 21-25, 2.4% of the total
sample size are belong to people aged b/w 25-30, 9.5% of the total sample size are belong
to people aged b/w 30-35,each as shown above in table and chart.
 QUESTION – 3
LEVEL OF EDUCATION
LEVELS OF
EDUCATION RESPONDENTS PERCENTAGE

10th 0 00%

12th 8 9.4%

UNDERGRADUATE 64 75.3%

POST GRADUATE 13 15.3%

TOTAL 85 100%

INTERPRETATION

 The above chart represents the Educational Qualification of sample size of respondents
who filled the questionnaire at the time of survey.

 The respondents were chosen from different Educational backgrounds like from 10th, 12th
, undergraduate and postgraduate; each as shown above in table and chart.
 QUESTION – 4
MONTHLY FAMILY INCOME
MONTHLY FAMILY
INCOME RESPONDENTS PERCENTAGE

20,000 - 50,000 9 10.8%

50,000 - 80,000 1 1.2%

80,000 - 1,00,000 9 10.8%

1,00,000 - 3,00,000 11 13.3%

3,00,000 - 5,00,000 7 8.4%

More than 5,00,000 46 55.4%

INTERPRETATION

 The above chart represents the Monthly income of sample size of respondents who filled
the questionnaire at the time of survey.

 The respondents were chosen from different Financial backgrounds like from 20,000 and
that to More than 5,00,000; each as shown above in table and chart.
 QUESTION – 5
HOW OFTEN DO YOU USE FOOD APPS?

CROSSTABS

Case Processing Summary

Cases
Valid Missing Total
N Percent N Percent N Percent
Age *
86 100.0% 0 0.0% 86 100.0%
Howoftendoyouusefoodapps

Age * How often do you use food apps Crosstabulation

Count
How often do you use food apps Total
Atleast once per Atleast once per Atleast once per Daily Occasionally
fortnight month week

0 0 0 0 1 1 2
15-18 0 0 1 0 1 0 2
18-20 0 1 4 14 1 10 30
Age
21-25 1 5 9 15 4 10 44
25-30 0 0 1 0 0 1 2

30-35 0 0 2 2 0 2 6
Total 1 6 17 31 7 24 86

{INTERPRETATION}

ROW VARIABLE:- Age (5 Categories; 15-18, 18-20, 21-25, 25-30, 30-35 )

COLUMN VARIABLE:- How often food apps are being used ( Atleast once per week, Atleast
once per month, Atleast once per fortnight, Daily or occasionally. )
Result shows that people aged between 21-25 use the Food apps more and that too {Atleast once
per week}.
 QUESTION – 6
WHICH FOOD APPS DO YOU PREFER
CROSSTABS

Case Processing Summary

Cases
Valid Missing Total
N Percent N Percent N Percent

Gender *
86 100.0% 0 0.0% 86 100.0%
whichfoodappsdoyouprefer

Gender * whichfoodappsdoyouprefer Crosstabulation

Count
whichfoodappsdoyouprefer Total
Eatsure Magicpin Swiggy Ubereats Zomato
Female 2 0 13 1 18 34
Gender
Male 6 1 17 2 26 52
Total 8 1 30 3 44 86

{INTERPRETATION}

ROW VARIABLE:- Gender (2 Categories; MALE and FEMALE)

COLUMN VARIABLE:- Which food apps are being preferred. (Eatsure, Magicpin, Swiggy,
Ubereats, Zomato)

Result shows that Zomato is preferred by most Males and Females , i.e., 26 of Males and 18 of
Females.
 QUESTION – 7
I NORMALLY PREFER TO USE FOOD APPS FOR ORDERING
DURING
CROSSTABS
Case Processing Summary

Cases
Valid Missing Total
N Percent N Percent N Percent

Gender *
Inormallyprefertousefoodappsf 86 100.0% 0 0.0% 86 100.0%
ororderingduring

Age *
Inormallyprefertousefoodappsf 86 100.0% 0 0.0% 86 100.0%
ororderingduring

CROSSTABS
1. On the basis of GENDER.
2. On the basis of AGE.

Gender * Inormallyprefertousefoodappsfororderingduring Crosstabulation

Count

Inormallyprefertousefoodappsfororderingduring Total

Afternoon Afternoon {Lunch} Evening Morning

{leisure} {dinner/work {Breakfast}
meal}

Female 1 5 6 21 1 34
Gender
Male 0 8 12 30 2 52
Total 1 13 18 51 3 86
{INTERPRETATION}

ROW VARIABLE:- Gender (2 Categories; MALE and FEMALE)

COLUMN VARIABLE:- Which food apps are being preferred at what time of the day (Morning,
Afternoon(lunch),Afternoon (leisure), Evening(Work meal/dinner))

Result shows that Evening is preferred by most Males and Females , i.e., 30 of Males and 21 of
Females.

Age * Inormallyprefertousefoodappsfororderingduring Crosstabulation

Count
Inormallyprefertousefoodappsfororderingduring Total
Afternoon Afternoon Evening Morning
{leisure} {Lunch} {dinner/work {Breakfast}
meal}

0 0 0 2 0 2
15-18 0 0 1 1 0 2
18-20 0 3 5 21 1 30
Age
21-25 1 8 10 23 2 44
25-30 0 2 0 0 0 2

30-35 0 0 2 4 0 6
Total 1 13 18 51 3 86

{INTERPRETATION}

ROW VARIABLE:- Age (5 Categories; 15-18, 18-20, 21-25, 25-30, 30-35 )

COLUMN VARIABLE:- How often food apps are being used ( Atleast once per week, Atleast
once per month, Atleast once per fortnight, Daily or occasionally. )

Result shows that people aged between 21-25 use the Food apps more and that too
{Evening(Dinner/Work meal)}
 QUESTION – 8
PREFFERED MODE OF PAYMENT I USE WHILE
ORDERING
CATEGORY RESPONDENTS PERCENTAGE

NET BANKING 16 18.6%

CREDIT CARD 11 12.8%

DEBIT CARD 14 16.3%

CASH ON DELIVERY 35 40.7%

GOOGLE PAY 19 22.1%

PAYTM 38 44.2%

AMAZON PAY 6 7%

WALLET 11 12.8%

APPLE PAY 4 4.7%

SODEXO 2 2.3%

FOOD COUPONS 5 5.8%

The following graph shows the payment mode used by people while ordering food online.
 QUESTION – 9
I FIND THE FOOD AVAILABLE ON WEBSITE IS AS PER MY
TASTE

H0 = AGE DOESN’T HAS ANY SIGNIFICANCE IN DETERMINING IF THE FOOD

AVAILABLE ON THE WEBSITE IS ACCORDING TO POPULATION’S TASTE.

H1= AGE HAS SIGNIFICANCE IN DETERMINING THE FOOD AVAILABLE ON THE

WEBSITE ACCORDING TO POPULATION’S TASTE.

{INDEPENDENT FACTOR = AGE}

ANOVA
Ifindthefoodavailableonwebsiteisaspermytaste
Sum of df Mean Square F Sig.
Squares

Between Groups 14.214 4 3.553 3.428 .012

Within Groups 80.847 78 1.036

Total 95.060 82

{INTERPRETATION}

The p value is 0.012, which is LESS than 0.050 and hence not statistically
significant. As a result, the Null hypothesis is REJECTED , and there is no
correlation between age and people finding food available on website as per their
taste.
 QUESTION – 10
I FIND FOOD APPS FLEXIBLE TO USE

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION FINDS

FOOD APPS FLEXIBLE TO USE .

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION FINDS FOOD APPS

FLEXIBLE TO USE .

ANOVA

Ifindfoodappsflexibletouse
Sum of df Mean Square F Sig.
Squares

Between Groups 11.273 4 2.818 2.735 .035

Within Groups 81.394 79 1.030

Total 92.667 83

{INTERPRETATION}

The p value is 0.035, which is LESS than 0.050 and hence not statistically
significant. As a result, the Null hypothesis is REJECTED , and there is no
correlation between age and people finding food Apps flexible to use.
 QUESTION – 11
I FIND THE COST AFFORDABLE

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION FINDS

FOOD APPS COST AFFORDABLE.

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION FINDS FOOD APPS COST

AFFORDABLE.

ANOVA

Ifindthecostoffoodaffordableonfoodapps
Sum of df Mean Square F Sig.
Squares

Between Groups 12.504 4 3.126 2.660 .039

Within Groups 91.665 78 1.175

Total 104.169 82

{INTERPRETATION}

The p value is 0.039, which is LESS than 0.050 and hence not statistically
significant. As a result, the Null hypothesis is REJECTED , and there is no
correlation between age and people finding food Apps cost affordable.
 QUESTION – 12
I OFTEN FIND IT DIFFICULT TO USE FOOD
APPS

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION FINDS

FOOD APPS DIFFICULT TO USE.

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION FINDS FOOD APPS

DIFFICULT TO USE.

ANOVA

Ioftenfinditdifficulttousefoodapps
Sum of df Mean Square F Sig.
Squares

Between Groups 27.506 4 6.877 4.155 .004

Within Groups 130.732 79 1.655

Total 158.238 83

{INTERPRETATION}

The p value is 0.004, which is LESS than 0.050 and hence not statistically
significant. As a result, the Null hypothesis is REJECTED , and there is no
correlation between age and people finding food Apps DIFFICULT to use.
 QUESTION – 13
I BELIEVE FOOD APPS ARE TIME
EFFICIENT

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION FINDS

FOOD APPS TIME EFFICIENT.

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION FINDS FOOD APPS TIME

EFFICIENT.

ANOVA

Ibelievefoodappsaretimeefficient
Sum of df Mean Square F Sig.
Squares

Between Groups 5.297 4 1.324 .921 .456

Within Groups 113.595 79 1.438

Total 118.893 83

{INTERPRETATION}

The p value is 0.456, which is MORE than 0.050 and hence statistically significant.
As a result, the Null hypothesis is ACCEPTED , and there is correlation between
age and people finding food Apps TIME EFFICIENT to use.
 QUESTION – 14
VARIETY OF RESTAURANTS IN MY FOOD APPS AFFECT MY
FOOD CHOICE

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION FINDS VARIETY OF
RESTAURANTS IN FOOD APPS AFFECT THEIR FOOD CHOICE.

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION FINDS VARIETY OF RESTAURANTS IN

FOOD APPS AFFECT THEIR FOOD CHOICE.

ANOVA

Varietyofrestaurantsinmyfoodappsaffectmyfoodchoice
Sum of df Mean Square F Sig.
Squares

Between Groups 6.258 4 1.564 1.253 .296

Within Groups 97.405 78 1.249

Total 103.663 82

{INTERPRETATION}

The p value is 0.296, which is MORE than 0.050 and hence statistically significant.
As a result, the Null hypothesis is ACCEPTED , and there is correlation between
age and VARIETY OF RESTAURANTS IN FOOD APPS DO AFFECT THEIR FOOD
CHOICE.
 QUESTION – 15
I AM LIKELY TO BE INFLUENCED BY OFFERS AVAILABLE
ON ZOMATO.

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION GETS

INFLUENCED BY OFFERS AVAILABLE ON ZOMATO.

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION GETS INFLUENCED BY

OFFERS AVAILABLE ON ZOMATO.

ANOVA

Iamlikelytobeinfluencedbyoffersavailableonzomato
Sum of df Mean Square F Sig.
Squares

Between Groups 11.201 4 2.800 1.896 .119

Within Groups 115.184 78 1.477

Total 126.386 82

{INTERPRETATION}

The p value is 0.119, which is MORE than 0.050 and hence statistically significant.
As a result, the Null hypothesis is ACCEPTED , and there is correlation between
age and IF THE POPULATION GETS INFLUENCED BY OFFERS AVAILABLE ON
ZOMATO.
 QUESTION – 16
I BELIEVE ZOMATO IS SAFE AND SECURE TO USE
REGARDING ONLINE PAYMENTS.

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION FINDS

ZOMATO SAFE AND SECURE REGARDING ONLINE PAYMENTS.

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION FINDS ZOMATO SAFE

AND SECURE REGARDING ONLINE PAYMENTS.

ANOVA

IbelieveZomatoissafeandsecuretouseregardingonlinepaym
Sum of df Mean Square F Sig.
Squares

Between Groups 4.026 4 1.006 .840 .504

Within Groups 92.279 77 1.198

Total 96.305 81

{INTERPRETATION}

The p value is 0.504, which is MORE than 0.050 and hence statistically significant.
As a result, the Null hypothesis is ACCEPTED , and there is correlation between
age and IF THE POPULATION FINDS ZOMATO SAFE AND SECURE
REGARDING ONLINE PAYMENTS.
 QUESTION – 17
SERVICE QUALITY WOULD INFLUENCE MY PERCEPTION
ON FOOD APPS.

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION FINDS

ZOMATO SAFE AND SECURE REGARDING ONLINE PAYMENTS.

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION FINDS ZOMATO SAFE

AND SECURE REGARDING ONLINE PAYMENTS.

ANOVA

Servicequalitywouldinfluencemyperceptiononfoodapps
Sum of df Mean Square F Sig.
Squares

Between Groups 3.250 4 .812 .606 .660

Within Groups 103.238 77 1.341

Total 106.488 81

{INTERPRETATION}

The p value is 0.660, which is MORE than 0.050 and hence statistically significant.
As a result, the Null hypothesis is ACCEPTED , and there is correlation between
age and IF THE POPULATION FINDS ZOMATO SAFE AND SECURE
REGARDING ONLINE PAYMENTS.
 QUESTION – 18
I BELIEVE REAL TIME TRACKING ON ZOMATO IS
INNOVATIVE.

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION FINDS

ZOMATO’S REAL TIME TRACKING FEATURE INNOVATIVE.

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION FINDS ZOMATO’S REAL

TIME TRACKING FEATURE INNOVATIVE.

ANOVA

IbelieverealtimetrackingonZomatoisinnovative
Sum of df Mean Square F Sig.
Squares

Between Groups 21.942 4 5.485 4.116 .004

Within Groups 103.938 78 1.333

Total 125.880 82

{INTERPRETATION}

The p value is 0.04, which is LESS than 0.050 and hence NOT statistically
significant. As a result, the Null hypothesis is ACCEPTED , and there is
correlation between age and IF THE POPULATION FINDS ZOMATO’S REAL
TIME TRACKING FEATURE INNOVATIVE.
 QUESTION – 19
I believe customer care at Zomato is real quick regarding refund,
reorder and to listen to complaints, if any.

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION FINDS ZOMATO REAL
QUICK REGARDING REFUND, REORDER AND TO LISTEN TO COMPLAINTS, IF ANY.

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION FINDS ZOMATO REAL QUICK REGARDING
REFUND, REORDER AND TO LISTEN TO COMPLAINTS, IF ANY.

ANOVA

IbelievecustomercareatZomatoisrealquickregardingrefund,reorderandtolistentocomplaints,if any.
Sum of df Mean Square F Sig.
Squares
Between Groups 8.625 4 2.156 1.733 .151
Within Groups 95.826 77 1.244
Total 104.451 81

{INTERPRETATION}

The p value is 0.151, which is MORE than 0.050 and hence statistically significant.
As a result, the Null hypothesis is ACCEPTED , and there is correlation between
age and IF THE POPULATION FINDS ZOMATO REAL QUICK REGARDING
REFUND, REORDER AND TO LISTEN TO COMPLAINTS ,IF ANY.
 QUESTION – 20
I BELIEVE SPECIAL FEATURE {ZOMATO GOLD 1+1} ARE
USEFUL.

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION FINDS

ZOMATO’S SPECIAL FEATURES USEFUL

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION FINDS ZOMATO’S

SPECIAL FEATURES USEFUL

ANOVA
IbelievespecialfeatureZomatogold11areuseful
Sum of df Mean Square F Sig.
Squares
Between Groups 3.042 4 .760 .542 .705

Within Groups 107.934 77 1.402

Total 110.976 81

{INTERPRETATION}

The p value is 0.705, which is MORE than 0.050 and hence statistically significant.
As a result, the Null hypothesis is ACCEPTED , and there is correlation between
age and IF THE POPULATION FINDS ZOMATO’S SPECIAL FEATURES
USEFUL.
 QUESTION – 21
I HAVE BEEN INFLUENCED BY TV ADVERTISEMENTS TO
USE ZOMATO.

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION ISN’T

INFLUENCED BY TV ADVERTISEMENTS TO USE ZOMATO.

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION IS INFLUENCED BY TV

ADVERTISEMENTS TO USE ZOMATO.

ANOVA

IhavebeeninfluencedbyTVadvertisementstouseZomato
Sum of df Mean Square F Sig.
Squares

Between Groups 1.902 4 .476 .347 .845

Within Groups 106.965 78 1.371

Total 108.867 82

{INTERPRETATION}

The p value is 0.854, which is MORE than 0.050 and hence statistically significant.
As a result, the Null hypothesis is ACCEPTED , and there is correlation between
age and THE POPULATION IS INFLUENCED BY TV ADVERTISEMENTS
TO USE ZOMATO.
 QUESTION – 22
FRIENDS AND FAMILY INFLUENCED ME TO USE ZOMATO.

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION ISN’T

INFLUENCED BY FRIENDS AND FAMILY TO USE ZOMATO.

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION IS INFLUENCED BY

FRIENDS AND FAMILY TO USE ZOMATO.

ANOVA

FriendsandfamilyinfluencedmetouseZomato
Sum of df Mean Square F Sig.
Squares

Between Groups 5.753 4 1.438 1.034 .395

Within Groups 108.512 78 1.391

Total 114.265 82

{INTERPRETATION}

The p value is 0.395, which is MORE than 0.050 and hence statistically significant.
As a result, the Null hypothesis is ACCEPTED , and there is correlation between
age and THE POPULATION IS INFLUENCED BY FRIENDS AND FAMILY
TO USE ZOMATO.
 QUESTION – 23
I BELIEVE HYGIENE RATING FACTOR ON ZOMATO IS
USEFUL WHILE MAKING A DECISION.

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION

DOESN’T BELIEVE THAT HYGIENE RATING FACTOR ON ZOMATO IS USEFUL
WHILE MAKING A DECISION.

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION BELIEVES THAT

HYGIENE RATING FACTOR ON ZOMATO IS USEFUL WHILE MAKING A
DECISION.

ANOVA

IbelievehygieneratingfactoronZomatoisusefulwhilemaking
Sum of df Mean Square F Sig.
Squares

Between Groups 5.962 4 1.490 1.230 .305

Within Groups 94.544 78 1.212

Total 100.506 82

{INTERPRETATION}

The p value is 0.305, which is MORE than 0.050 and hence statistically significant.
As a result, the Null hypothesis is ACCEPTED , and there is correlation between
age and THE POPULATION BELIEVES THAT HYGIENE RATING FACTOR
ON ZOMATO IS USEFUL WHILE MAKING A DECISION.
 QUESTION – 24
I GET SUFFICIENT QUANTITY OF FOOD WHEN ORDERED
FROM ZOMATO

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION

DOESN’T BELIEVE THAT HYGIENE RATING FACTOR ON ZOMATO IS USEFUL
WHILE MAKING A DECISION.

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION BELIEVES THAT

HYGIENE RATING FACTOR ON ZOMATO IS USEFUL WHILE MAKING A
DECISION.

ANOVA

IgetsufficientquantityoffoodwhenorderedfromZomato
Sum of df Mean Square F Sig.
Squares

Between Groups 7.582 4 1.895 1.908 .118

Within Groups 76.479 77 .993

Total 84.061 81

{INTERPRETATION}

The p value is 0.305, which is MORE than 0.050 and hence statistically significant.
As a result, the Null hypothesis is ACCEPTED , and there is correlation between
age and THE POPULATION BELIEVES THAT HYGIENE RATING FACTOR
ON ZOMATO IS USEFUL WHILE MAKING A DECISION.
 QUESTION – 25
I FIND THAT ZOMATO PROVIDES ME WITH TWO WAY
COMMUNICATION.

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION

DOESN’T BELIEVE THAT ZOMATO PROVIDES THEM WITH TWO WAY
COMMUNICATION.

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION BELIEVES THAT ZOMATO

PROVIDES THEM WITH TWO WAY COMMUNICATION.

ANOVA

IfindthatZomatoprovidesmewithtwowaycommunication
Sum of df Mean Square F Sig.
Squares

Between Groups 6.100 4 1.525 1.074 .375

Within Groups 110.767 78 1.420

Total 116.867 82

{INTERPRETATION}

The p value is 0.375, which is MORE than 0.050 and hence statistically significant.
As a result, the Null hypothesis is ACCEPTED , and there is correlation between
age and THE POPULATION BELIEVES THAT ZOMATO PROVIDES THEM
WITH TWO WAY COMMUNICATION.
 QUESTION – 26
I FIND CHAT BOT FEATURE ON ZOMATO REALLY GREAT.

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION

DOESN’T BELIEVE THAT CHATBOT FEATURE ON ZOMATO IS REALLY GREAT.

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION BELIEVES THAT

CHATBOT FEATURE ON ZOMATO IS REALLY GREAT.

ANOVA

IfindchatbotfeatureonZomatoreallygreat
Sum of Df Mean Square F Sig.
Squares

Between Groups 9.052 4 2.263 2.099 .089

Within Groups 84.105 78 1.078

Total 93.157 82

{INTERPRETATION}

The p value is 0.089, which is MORE than 0.050 and hence statistically significant.
As a result, the Null hypothesis is ACCEPTED , and there is correlation between
age and THE POPULATION BELIEVES THAT CHATBOT FEATURE ON
ZOMATO IS REALLY GREAT.
 QUESTION – 27
I EXPECT THAT THE FOOD DELIVERED SHOULD BE
SEALED AND PACKED PROPERLY.

H0 = AGE DOES NOT HAVE ANY SIGNIFICANCE ON IF THE POPULATION

EXPECTS THAT THE FOOD DELIVERED SHOULD BE PACKED PROPERLY

H1 = AGE HAS SIGNIFICANCE ON IF THE POPULATION EXPECTS THAT THE

FOOD DELIVERED SHOULD BE PACKED PROPERLY

ANOVA

Iexpectthatthefooddeliveredshouldbesealedandpackedpro
Sum of df Mean Square F Sig.
Squares

Between Groups 13.781 4 3.445 2.413 .056

Within Groups 109.938 77 1.428

Total 123.720 81

{INTERPRETATION}

The p value is 0.056, which is MORE than 0.050 and hence statistically significant.
As a result, the Null hypothesis is REJECTED , and there is correlation between
age and people EXPECTING THAT THE FOOD DELIVERED SHOULD BE PACKED
PROPERLY.
 Chapter 5:
Summary and
Conclusions
5.1 Results of the Study

 Study showed that there were 39.5% males and 60.5% females.
 Majority of respondents were in the age group 21-25.
 75.3% of the population is of undergraduates.
 55.4% of the population is having an monthly income of more than
5,00,000 INR.
 Zomato app is being used on weekly basis by most respondents.
 51.2% of the population use Zomato while ordering food instead of
Swiggy, Eat sure, UberEATS and others.
 Normally food apps are being used in afternoon (leisure).
 44.2% of the population pay through paytm while ordering food
online.
 38.8% of the population finds food as per their taste .
 32.6% finds Zomato app easy to use.
 35.3% of the population finds Zomato cost affordable.
 30.2% thinks that food apps are time efficient.
 30.6% gets influenced by offers available on Zomato.
 35.7% believes Zomato is safe regarding online payments.
 31.8% are influenced by family and friends to use Zomato.
 36.5% are influenced by TV advertisements.
 31.8% believes that the hygiene rating factor on Zomato app is
useful while making an decision.
 41.2% finds chatbot feature useful in the app.
 27.45% expects that the food delivered should be sealed and
packed properly.
5.2 Suggestions
 Food apps should boost their payment protection so that customers
aren't hesitant to make online purchases.
 Consumers mostly use these apps to access deals, so they can have
more of them.
 They should broaden their scope to include local vendors, as
customers prefer them.
 Food should be correctly classified
 To attract customers, restaurant owners can increase online
ordering by simply adding new distribution platforms.
 Though online orders are welcome, quality and quantity services
must be preserved.
 Because the majority of customers order online using their phones,
restaurant owners can support them by effectively responding to
phone calls that include human contact. Customers face several
obstacles because the web is sluggish, so restaurant owners must
know how to position orders quickly and efficiently.
 Restaurants should concentrate on providing the highest quality
and selection of food items to their customers, and more and more
customers should be encouraged to order food online, as it is
becoming more preferred by individuals to order online.
 It is simple to use and saves time, but further development is
needed in order to place more orders.
5.3 CONCLUSION

Zomato's service quality, customer happiness, and overall consumer preference

were investigated in this study. The number of participants in this study was 100,
and the type of questionnaire employed was a structured postal questionnaire.
Key and secondary data are the primary sources of information in this research
report.

According to the findings of the survey, the majority of respondents are aware of
Zomato. The key constraints of this study were the time constraint, the limited
sample size, and the customer's trustworthiness. Zomato must keep an eye on
customer preferences in this age of ever-increasing competition in order to
capture the largely untapped market. Based on the findings of the survey, it is
possible to infer that Zomato has obtained the good view of the majority of users
when compared to other service providers.

It is mostly due to their more prompt delivery and offers such as discounts and
freebies. Zomato has been ranked first among online meal delivery service
providers, and if it continues to develop, it may be able to maintain that position.

Zomato differs from other meal delivery start-ups in that they have their own
delivery fleet and serve from neighbourhood businesses. The lads are outfitted
with iPhones that are operated by routing algorithms, allowing them to deliver
meals in the most efficient manner possible.
References/Bibliography
Works cited:-
Retrieved from google:
[Link]/publication/341109906_POPULARITY_OF_ONLINE_FOOD_ORDERING_AND_DELIVERY
_SERVICES-A_COMPARATIVE_STUDY_BETWEEN_ZOMATO_SWIGGY_AND_UBER Bhat, A. A. (2019, June).
Reasearch Gate .

[Link]
NLINE_FOOD_SERVICES Business Queensland. (2020, may).

[Link]
promotion/advertising/types CFI. (n.d.).

[Link]
clocktrack. (n.d.).

[Link] clocktrack. (n.d.).

[Link] clootrack. (n.d.).

[Link] Cloudwaitress. (2019, March).

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J. (2018, october). iaeme.

[Link] encyclopedia.
(n.d.).

[Link]
Ghadiyali, D. N. (n.d.). amity.

[Link] imarc. (n.d.).

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(2015, july). Linked in.

[Link] Management Study

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[Link] Mirnal. (n.d.). I-

publisher. Retrieved from google: [Link] [Link], M. a. (n.d.). JMRD.

[Link]
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[Link]
CONSUMER-BEHAVIOUR-ASTUDY-ON-FAST-MOVING-CONSUMER-GO Mwakasege, G. P. (2015). research
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_BUYING_BEHAVIOUR_CASE_STUDY_OF_FOREVER_LIVING_COSMETICS_PRODUCTS NBRI. (n.d.).
Questionnaire
 “QUESTIONNAIRE”
Consumer perception of online deliveries: "A study of Startup Zomato"
1. Email id:-
2. Name:-
3. Gender:-
 Male
 Female
 Prefer not to say
4. Age
 15-18
 18-20
 21-25
 25-30
 30-35

5. Level of education
 10th
 12th
 Undergraduate
 Postgraduate

6. Monthly family income

 20,000-50,000
 50,000-80,000
 80,000-1,00,000
 1,00,000-3,00,000
 3,00,000-5,00,000
 More than 5,00,000

7. How often do you use food apps?

 Atleast once per week
 Atleast once per fortnight
 Atleast once per month
 Occasionally
 Daily

8. Which food apps do you prefer?

  Zomato
 Swiggy
 Eatsure
 Ubereats
 Other
9. I normally prefer to use food apps for ordering during?
 Morning{Breakfast}
 Afternoon {Lunch}
 Afternoon {Leisure}
 Evening {Dinner/Work meal}

10. Preferred Mode of payment, I use for ordering?

 Netbanking
 Credit card
 Debit card
 Cash on delivery
 Google pay
 Paytm
 Amazon pay
 Wallet
 Apple pay
 Sodexo
 Food Coupons

Questions below are based on likert scale.

Where 1 means most likely to be and so on.
11. I find the food available on website is as per my taste.
 1
 2
 3
 4
 5

12. I find food apps flexible to use.

  1
 2
 3
 4
 5

13. I find the cost of food affordable on food apps.

 1
 2
 3
 4
 5

14. I often find it difficult to use food apps.

 1
 2
 3
 4
 5

15. I believe food apps are time efficient.

 1
 2
 3
 4
 5

16. Variety of restaurants in my food apps affect my food choice.

 1
 2
 3
 4
 5
17. I am likely to be influenced by offers available on zomato.
 1
 2
 3
 4
 5

18. I believe Zomato is safe and secure to use regarding online payments.
 1
 2
 3
 4
 5

19. Service quality would influence my perception on food apps.

 1
 2
 3
 4
 5

20. I believe real time tracking on Zomato is innovative.

 1
 2
 3
 4
 5
21. I believe customer care at Zomato is real quick regarding refund, re-order
and to listen to complaints, if any.
 1
 2
 3
 4
 5
21. I believe special feature {Zomato gold 1+1} are useful.
 1
 2
 3
 4
 5

23. I have been influenced by TV advertisements to use Zomato.

 1
 2
 3
 4
 5

24. Friends and family influenced me to use Zomato.

 1
 2
 3
 4
 5

25. I believe hygiene rating factor on Zomato is useful while making a decision.
 1
 2
 3
 4
 5
26. I get sufficient quantity of food when ordered from Zomato.
  1
 2
 3
 4
 5

27. I find that Zomato provides me with two way communication.

 1
 2
 3
 4
 5

28. I find chat bot feature on Zomato really great.

 1
 2
 3
 4
 5

29. I expect that the food delivered should be sealed and packed properly.
 1
 2
 3
 4
 5