A STUDY ON CUSTOMERS PERCEPTION OF ONLINE FOOD

DELIVERY WITH
REFERENCE TO SWIGGY

PROJECT REPORT

Submitted to:

KUMOUN UNIVERSITY, NAINITAL

Submitted in partial fulfilment of the

Requirements for the Degree of
Bachelor in Business Administration

by

RISHABH THAKUR
BBA-6th Semester
Roll No.: 210945250098
Enrolment no.: KU21315120

Under the supervision of

Dr SHEKAR SAHU
Assistant Professor
Faculty of Commerce & Business Management
Amrapali Group of Institutions, Haldwani

[i]
 CERTIFICATE

This is to certify that Rishabh Thakur of BBA 6th Semester has successfully completed the report file entitled
“A STUDY ON CUSTOMERS PERCEPTION OF ONLINE FOOD
DELIVERY WITH
REFERENCE TO SWIGGY”
is prepared under my guidance and submitted for the award of the degree of Bachelor of Business
Administration as per the requirements of the Kumaun University, Nainital, Uttarakhand.

Dr Shekar Sahu

Assistant Professor

Faculty of Commerce & Business Management

Amrapali Group of Institutes

[ii]
 DECLARATION

I declare that the project report entitled “A STUDY ON CUSTOMERS PERCEPTION OF ONLINE FOOD
DELIVERY WITH

REFERENCE TO SWIGGY” is my own work conducted under the guidance of Dr Shekar Sahu, Assistant
Professor at Faculty of Commerce and Business Management, Amrapali Group of Institutes, Haldwani.

I further declare that to the best of my knowledge the project report has not previously formed the basis of
the award of any degree, diploma, or other similar title of recognition.

Signature of project guide Signature of student

Dr Shekar Sahu Rishabh Thakur

Forwarded
Dr A. K. Srivastava
Head of Department
Faculty of Commerce and Business Management
Amrapali Group of Institutions
Haldwani (Nainital), Uttarakhand

[iii]
 ACKNOWLEDGEMENT

Before I start with the details of my projects, I would like to add a few heartfelt words for the people who
were a part of my projects in numerous ways, the people who gave me their immense support.

First, I thank our Director Prof. (Dr) Deep Chandra Oli, Dr N. P. Singh (Dean) & Dr A.K. Srivastava,
HOD for their timely support and knowledgeable guidance that helped me in my project.

I would like to thank my Project Supervisor Dr Shekar Sahu for his continuous support in my Survey. He
was involved right from the selection till the Implementation of the project. He taught me how to ask
questions and express my ideas. He showed me different ways to approach a problem and the need to be
persistent to accomplish any goal. His continuous support has helped me in removing the operational
Hurdles.

I also express my gratitude to all my faculty members who endured with extraordinary grace and provided
constant encouragement to my best efforts and made this a rewarding experience.

Rishabh Thakur
BBA VI Semester
Roll no.: 210945250098
Enrolment no.: KU21315120

[iv]
 EXECUTIVE SUMMARY

The India online food delivery market reached a value of US$ 4.35 Billion in 2020. Online food delivery
assists individuals in ordering and receiving the desired food products at the doorstep. It involves browsing
the website or application, selecting from a wide variety of cuisines available and making the payment
through different methods. The website/application updates the user about the expected duration of food
preparation and delivery. These features, in confluence with attributes such as ease, speed and precision of
delivery, are increasing the demand for these services in India.

The market is as of now seeing development because of the expanding admittance to high-speed internet
facilities and the boosting deals of cell phones. This, in conjunction with the developing working populace
and expanding pay levels, is moving the online food delivery market development in India. Albeit the
players are basically gathered in the metropolitan districts of the country, with Bangalore, Delhi and Mumbai
addressing the three biggest business sectors, sellers are currently additionally focusing on more modest
urban areas, as they have solid development potential.

In addition, the rising pattern of the in a hurry food things and speedy home delivery models that offer
comfort, Ready-to-eat (RTE) and less expensive food delivery choices are raising the interest for online food
delivery administrations in the country. Besides, inferable from the rising instances of COVID-19, a portion
of the main players like Zomato, McDonald's Corporation and Domino's Pizza Inc. have presented
contactless delivery administrations. These services guarantee that the food arrives at the client without
being moved by uncovered hands and is conveyed securely with sufficient social removing measures.

[v]
The online food delivery market in India is developing couple with advancing way of life examples and
dietary patterns of Indians. Chaotic plans for getting work done and ascend in dispensable wages have
promoted food conveyance, particularly in metropolitan regions.

The online food delivery market in India is relied upon to extend at compound yearly development paces of
~30.55% (based on revenue) and ~10.19% (in view of the number of clients) during the 2020-2024 period,
to create an income of INR ~1,334.99 Bn and foster a client base of ~300.57 Mn by 2024. Central parts right
now working in the Indian online food delivery market incorporate stage to-client support suppliers like
Swiggy (Bundl Technologies Private Limited), Fresh Menu (Food Vista India Private Limited), Faasos
(Rebel Foods Private Limited) and (Zomato Media Private Limited). Aside from these, there exist certain
organizations that work with an eatery to-client delivery model as domino Box8's, (Domino's Pizza, Inc.),
and KFC (Yum! Brands, Inc.).

[vi]
 TABLE OF CONTENTS

S. No. Particulars Page No.

DECLARATION III
ACKNOWLEDGEMENT IV
EXECUTIVE SUMMARY V – VI

Chapter - 1 INTRODUCTION 1 - 25

Chapter - 2 LITERATURE REVIEW 26 - 29

Chapter - 3 RESEARCH METHODOLOGY 30 - 35

Chapter - 4 DATA ANALYSIS 36 - 53

Chapter - 5 FINDINGS AND CONCLUSIONS 54 - 57

BIBLIOGRAPHY 58

APPENDICES 59 - 65

[vii]
CHAPTER – 1
 INTRODUCTION

Consumer Perception

Consumer perception is a critical aspect of marketing and business strategy, as it significantly influences
consumer behaviour and decision-making processes. It encompasses the ways in which individuals interpret
and make sense of the various stimuli they encounter in the marketplace. These stimuli can include
advertisements, brand interactions, product experiences, and even word-of-mouth recommendations.
Understanding consumer perception allows businesses to tailor their offerings and marketing strategies to
better meet the needs and desires of their target audience.

At its core, consumer perception is shaped by a complex interplay of psychological and environmental
factors. Psychological factors include an individual’s beliefs, attitudes, motivations, and prior experiences,
which collectively influence how they interpret and respond to marketing messages. Environmental factors,
on the other hand, encompass external influences such as cultural norms, social trends, and economic
conditions. Together, these factors create a unique perceptual framework through which each consumer
views the marketplace.

1. Psychological Influences on Consumer Perception

Psychological influences on consumer perception are rooted in the cognitive processes that individuals
use to organize and interpret information. These processes are influenced by several key elements:

Motivation: The driving force behind consumer behaviour, motivation refers to the internal needs and
desires that compel an individual to take action. For instance, a consumer motivated by the need for
status may perceive luxury brands more favourably than others.

[1]
Perception: This involves the selection, organization, and interpretation of sensory information. Consumers
selectively focus on certain stimuli while ignoring others, a process known as selective attention.
Additionally, the way information is organized and interpreted can be influenced by individual biases and
preconceived notions.
Learning: Past experiences play a significant role in shaping consumer perception. Through the process of
learning, consumers develop associations and expectations based on previous interactions with products or
brands. Positive experiences can lead to brand loyalty, while negative experiences can result in avoidance.
Beliefs and Attitudes: These are formed through direct experience and external information, such as
advertising and social influence. Beliefs refer to the knowledge or information an individual holds about a
product, while attitudes are the feelings and evaluations associated with it. Both beliefs and attitudes
significantly impact perception and subsequent behaviour.

2. Environmental Influences on Consumer Perception

Environmental factors also play a crucial role in shaping consumer perception. These factors include:

Cultural Influences: Culture encompasses the shared values, norms, and practices of a group of people. It
significantly influences consumer behaviour by shaping preferences and perceptions. For instance, cultural
beliefs about health and wellness can affect how consumers perceive and choose food products.
Social Influences: Social interactions and relationships impact consumer perception through mechanisms
such as social proof and peer pressure. Recommendations from friends and family, online reviews, and
social media endorsements can all sway consumer opinions and perceptions.

Economic Conditions: The economic environment, including factors like income levels, inflation, and
employment rates, affects consumer purchasing power and priorities. Economic downturns can lead to more
price-sensitive behaviour, altering perceptions of value and necessity.
Technological Advances: The rapid pace of technological change can influence consumer perceptions by
introducing new products and altering the way consumers interact with brands. For example, the rise of e-
commerce has changed perceptions of convenience and accessibility.

[2]
3. The Role of Marketing in Shaping Consumer Perception

Effective marketing strategies are designed to influence consumer perception in ways that align with
business goals. Marketers use various tools and techniques to shape how consumers perceive their brands
and products:

Branding: Strong branding efforts create a distinctive identity and image for a product or company. This
identity can evoke specific associations and emotions, influencing how consumers perceive the brand.
Advertising: Through creative and persuasive messaging, advertising aims to capture attention and shape
perceptions. The choice of visuals, language, and media channels all contribute to the overall impact.
Packaging and Design: The aesthetic elements of a product, such as packaging and design, play a significant
role in perception. Attractive and functional design can enhance the perceived value and quality of a product.
Customer Experience: Providing a positive customer experience, from pre-purchase interactions to post-
purchase support, can reinforce favourable perceptions and build loyalty. Every touchpoint with the
consumer is an opportunity to shape their perception positively.

COMPANY PROFILE

Swiggy is India's biggest online food requesting and delivery platform established in 2014. Swiggy is
situated in Bangalore, India, and as of March 2019, was working in 100 Indian urban communities. In mid-
2019, Swiggy ventured into general item deliveries under the name Swiggy Stores. In September 2019,
Swiggy dispatched moment pickup and drop administration Swiggy Go. The assistance is utilized for a
different cluster of things, including clothing and report or bundle conveyances to business customers and
retail clients. Swiggy is worked by Bundl Technologies Private Limited.

[3]
 History

In 2013, the two originators, Nandan Reddy and Sriharsha Majety, planned a web-based business site called
Bundl to work with messenger administration and transportation inside India. Bundl was stopped, and was
rebranded to enter the food delivery market. At that point, the food delivery area was in disturbance as a few
striking new companies, like Food Panda (later procured by Ola Cabs), TinyOwl (later gained by Zomato)
and Ola Cafe (later shut) were battling. Majety and Reddy moved toward Rahul Jaimini, once in the past
with Myntra, and established Swiggy and parent holding organization Bundl Technologies in 2014. The
organization constructed a devoted delivery organization and developed quickly, principally determined by
the attention on co-ordinations and securing distinct advantages.

In May 2020, Swiggy laid off 1100 representatives during the COVID-19 pandemic. In August 2020, the
organization dispatched their basic foods delivery stage called Insta Mart. In 2021 the organization declared
that it would take care of the inoculation expense for its delivery compliance. In March Swiggy set up Health
Hub across Chennai, Tamil Nadu.

Investments and acquisitions

In 2015, the company began attracting external investments. The first was a $2 million investment from
Accel and SAIF Partners, along with an additional investment from Norwest Venture Partners. The next
year, Swiggy raised $15 million from new and existing investors, including Bessemer Venture Partners and
Harmony Partners.

In 2017, Naspers drove a $80 million financing round into Swiggy. Swiggy got $100 million from China-
based Meituan-Dianping and Naspers in 2018 and a series of speculations helped the organization's valuation
to more than a $1 billion.

[4]
In February 2019, Swiggy obtained Bengaluru-based AI startup [Link]. In April 2020, Swiggy got around
$43 million financing which esteemed the organization at $3.6 billion. Swiggy gained Bangalore-based
Asian food fire up 48East in 2017. Swiggy later gained Mumbai-based Scootsy Logistics, a striving food and
style delivery administration, and later shut it down. It obtained a Mumbai-based milk delivery startup Supr
Daily in an all money bargain. In 2019, the organization put Rs 31 crore in Mumbai-based prepared to-eat
food brand Fingerlix.

The organization brought $800 million up in Series J round financing from Falcon Edge Capital, Goldman
Sachs, Think Capital, Amansa Capital and Carmignac, just as existing financial backers Prosus Ventures and
Accel esteeming Swiggy at around $4.9 billion.

Swiggy start-up story

Nandan Reddy (29) and Sriharsha Majety (31) the two graduated class of Birla Institute of Technology and
Science (BITS) Pilaniare second-time fortunate business visionaries. Back in the year 2014, they cooperated
on their initially startup adventure, Bundl, a co-ordinations aggregator that associated little and medium
organizations to messenger specialist co-ops. The business got going fine. Nonetheless, after nearly 12
months into it, they understood their center expected to transform from the messenger administration field to
the food business.

In the extended time of working with similar individuals. Nandan and Sriharsha acknowledged there was a
solid requirement for an online hyperlocal Co-ordinations organization in the café business. By 14 August,
the team realized their fantasy by carrying out Swiggy, the country's first online food requesting stage. They
roped in Rahul Janimini, an IIT Kharagpur graduated class, to accomplish coding work for the stage.

[5]
Back in 2014, Swiggy was established in an office space in Koramangala, Bangalore. One area, six delivery
chiefs and 25 accomplice cafés are what Swiggy got going inside the start, growing at 25% month-on-month,
almost four years into the field, Swiggy presently has a significant presence in Delhi, Mumbai, Pune,
Bangalore, Hyderabad, Chennai, and Kolkata. Not simply that, they are banded together with 12,000 cafés
and more than 13,000 delivery chiefs. As per the ROC information recorded by the organization, the total
assets of the organization is Rs 3,86,34,590 with a turnover of Rs 7,41,702.

He likewise attributes his excursion to seeking after an Engineering certificate at BITS Pilani, where he got a
chance to meet individuals from various foundations and societies. "I think those were my early stages. In
contrast to different schools, Pilani never constrained understudies with participation, which gave us a great
deal of time to seek after our interests. I met many individuals and fiddled with a great deal of interests like
testing, photography, and travel.

Being a movement buff, Harsha went on a great deal of hiking trips across South East Asia and Europe. His
voyaging interests showed him something new or two with regards to the world, which has likewise helped
in his enterprising excursion.

These occurrences have molded Harsha, and even today he feels that the issues of present moment can be
settled by making an effort not to put a lot of pressing factor and contemplating the drawn-out objectives. "I
think I have attempted to apply the Zen approach in life to the degree conceivable and this has been
massively useful in acquiring some poise. That entire outing was around 90 days of cycling which was
around 4,000 km without anyone else from Portugal to Turkey."

As indicated by Harsha, one character characteristic that has formed him as a business visionary is
determination.

"I was obstinate about doing things that energized me and was prepared to invest in it".

This is one reason why he decided to surrender grounds arrangements and required a one-year hole prior to
joining IIM-Calcutta for Harsha, the motivation came from Phanindra Sama, Founder of RedBus. In 2006,
when Sama talked about his endeavour plans of opening up to the world, Harsha thought it was an insane
thought. However, in the wake of getting back to India he saw the development of the RedBus, which
ingrained going all in.

[6]
He began meeting and examining thoughts with Nandan Reddy (Co-organizer, Swiggy) and both saw a
tremendous open door in the internet business industry with effective stages like Amazon, Flipkart, e-Bay
and that's just the beginning. One thing both made certain of was doing a business that is a blend of
innovation occupations just as disconnected positions. "We felt that we will see that upper hand by being not
simply an unadulterated programming organization or not simply an unadulterated disconnected
organization," adds Harsha

They understood saw potential in the disorderly co-ordinations and transportation area inside the web based
business industry, and along these lines was conceived their first endeavour, Bundl, in August 2013.

SWIGGY funding

Swiggy has raised $2.4 b in total funding across 10 funding rounds for a $130 m valuation.

[7]
[8]
[9]
 Business model of Swiggy

The plan of action material of Swiggy depends on a hyperlocal on-request food delivery business activity.
Functioning as an extension among cafés and clients, Swiggy uses an inventive innovation stage that fills in
as a solitary resource. Their application permits metropolitan foodies to arrange food from adjacent eateries
and get it conveyed at their doorstep. A wide rundown of eateries and their menus with costs are shown in
the application to pick and request from.
Aside from collecting eateries, Swiggy likewise has its own armada of delivery accomplices. They get orders
from accomplice eateries and convey it on request in under 30 minutes.

[10]
1. Customer Segments of Swiggy

The customer segments of Swiggy incorporate those individuals who don't wish to go out to cafés and
restaurants to purchase food. Individuals who need to arrange food on the web and need to get it conveyed at
their doorsteps are the key clients of Swiggy.

After its new business development, individuals who need to purchase and get different items conveyed from
neighbouring shops and stores of food, drug stores, hardware, rose shops and gift shops in the city are
additionally Swiggy's clients. Hardly any instances of stores right now accessible on Swiggy stage are Sodhi
Super Marche, Garg Dastak, Best Basket and V.M Retail.

2. Value Propositions of Swiggy

The main value proposition of Swiggy is its no-restriction order policy and efficient online payment system.

Swiggy has no base request necessity for delivery which is the reason it regularly gets orders added up to not
as much as Rs. 100. It is the justification behind Swiggy increasing to 14 million orders each month. Simple
admittance to clients on Swiggy's application is the primary incentive presented to café accomplices on the
stage. Likewise, accomplice cafés that join Swiggy's Access can set aside to 25% of their functional
expenses. Swiggy Stores convey food, blossoms, medications, and different things to the doorstep of its
clients inside 60 minutes. Swiggy Go – It offers moment pick and drop administrations utilized by clients to
send bundles, lunch boxes to their children, records to the workplace, and packages anyplace across the city.
Likewise, clients can utilize Swiggy Go administrations to drop clothing or bring neglected keys. Swiggy
gives 8 distinct instalment techniques to its clients to pay helpfully for Swiggy orders. These can be arranged
3 ways:

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Digital Wallets

• Paytm – Pay through your Paytm account and enjoy plenty of wonderful offers and food deals.
• PhonePe – Get the ultimate convenience by paying through PhonePe, the simplest digital wallet for
online payment.

• Freecharge – Swiggy has also included Freecharge as an online payment method to facilitate its
customers efficiently.

• Mobikwik – Now you can collect Super Cash through Mobikwik’s offers.
So, get ready to avail amazing benefits on many services.

Cards

Credit and Debit Cards – Via Swiggy’s net banking facility, you can use any debit and credit card. Plus, you
can also avail great offers on them, and you can even save your card details for your future payments.
Sodexo Meal, Ticket Restaurants Meal & Zeta Food Card – Got these meal cards?

Great! Use them on Swiggy for your food orders.

Others

Lazy Pay – Pay now or pay later for your meals, Lazy Pay is here on Swiggy for you to handle your lazy
moods of payments!
Cash-On-Delivery – Old is gold, isn’t it? Pay for your Swiggy orders in cash if that is more convenient for
you.

[12]
Another value proposition is its delivery competency. Its fleet size increased to 45,000 delivery personnel. It
has over 20,000 active restaurant partners on its platform.

It’s operating in 8 cities and has even launched a central kitchen base facility for various restaurants. Swiggy
has more than a million app downloads.

3. Customer Relationships of Swiggy

Swiggy has positive client connections. It gives every minute of every day dynamic client assistance to help
clients whenever, anyplace. It utilizes 'Client assistance Chat' administrations. It likewise has dynamic online
media pages where it reacts speedily. To keep in contact with its clients and accomplices, it has created
phenomenal rating, survey, and criticism frameworks.

4. Channels of Swiggy

The channels of Swiggy are mobile app, websites, and digital marketing. Its mobile app is available on both
Android and iOS. In 2019, Swiggy launched Swiggy Stores and Swiggy Go to expand beyond food delivery.

5. Key Resources of Swiggy

As it has corporations with local restaurant and shops, its core possessions are local partners. To name a few,
Biryani Blues, Keventers, BombayKery, Wok Paper Scissors, and Yogisthaan are the successful restaurants
at Swiggy.

Other key resources are delivery providers and its own human resources to manage administrative and
technical operations. Technology is another resource it uses to operate its apps.

[13]
6. Key Activities of Swiggy

• Its key activities include:

• Building partnerships with eateries and retail shops

• Hiring delivery providers and suppliers (full-time/part-time/freelancers)

• Acquiring customers and managing their orders

• Managing delivery and payment process

• Managing technical operations

• Updating system and building IT infrastructure

• Handling queries and concerns of customers and partners

• Picking and delivering items for customers via Swiggy Go

7. Key Partners of Swiggy

• Restaurants and shops– Restaurants who wish to have food delivery administrations to furnish
clients with food on-request. Other than restaurants, key accomplices of Swiggy are shops (like drug
stores, food, and so forth) who wish to offer their own items and administrations as Swiggy's
accomplice.

[14]
 • Supermarkets like Sodhi Super Marche, Garg Dastak, and Best Basket are not many of the Swiggy
accomplices. While it is presently on the exploratory discussions with numerous online pharma
players like MedPlus, Medlife, PharmEasy, and Myra to join forces with them.

• Instagram – Swiggy as of late joined forces with Instagram permitting organizations to share
Instagram's food request sticker on their accounts with clients. Clients can tap on the stickers to put
in comparable requests utilizing Swiggy's site.

• Delivery Suppliers – These are the delivery providers. They can be full-time or consultants who wish
to work and bring in some additional cash. For the initial 4 km, Swiggy pays delivery young men Rs.
4 for every km. It then, at that point pays Rs. 6 for every km after they have voyaged 4 km. Also,
they are paid an extra Rs.20 in unseasonal climate like blustery days. Likewise, Incentives are given
based on useful execution.

8. Cost Structure of Swiggy

Swiggy needs to bring about expenses and consumptions for its everyday capacities. Its significant expense
sources are:
Finance costs for its workers and conveyance accomplices. It additionally incorporates impetuses and
benefits which Swiggy offers to eateries. For instance, giving a commission of around 2-3%.

• Costs of application and website advancement

• Running expenses and upkeep charges

• Administrative, publicizing, and showcasing costs

[15]
• Additional costs as far as special offers and advantages given to clients

• Kitchen base-like office arrangement and upkeep costs

• Returns, discounts, and random costs

9. Revenue Streams of Swiggy

Now, comes the most critical question:

How does Swiggy make money?

To get a definitive answer, we need to analyse Swiggy’s Revenue Model. As it’s expanding its business
strategy and operations day by day, the revenue streams of Swiggy are also considerably increasing.

There are mainly 6 revenue streams at present through which Swiggy makes money:

1. Delivery charges

The principal sort of income stream Swiggy acquired is from its clients. An ostensible delivery expense of
Rs. 20 to Rs. 40 is charged from clients on orders under an edge worth of Rs. 250. Swiggy raises the charges
during high request requests or surprising climate conditions.

2. Commissions

[16]
Swiggy obtains one more significant piece of the income stream from commissions. It gathers commissions
from cafés to create prospective customers and to convey their food things through Swiggy's armada. Cafés
need to pay 15% to 25% on each request put from Swiggy's site.

3. Promoting

Swiggy acquires publicizing income in the accompanying manners:

Pennant Promotions – Swiggy advances and shows advertisements of different cafés on its application.
Cafés, identified with various districts, get more prominent perceivability by means of standard advancement
and follow through on cost for the showed page.

Need posting of cafés – Swiggy charges eateries premium rates to give them need in the rundown of
accessible eateries. An eatery needs to pay high assuming it needs to be shown higher on the rundown.

4. Swiggy Access

A totally novel thought dependent on the cloud kitchen idea, Swiggy concocted its Swiggy Access office. It
gives prepared to-utilize kitchen spaces to its café accomplices in those spaces where they don't work.
Determined to bring food closer to its clients, Swiggy empowers eateries to set up their kitchens in new areas
and let the food conveyed to them at the quickest speed.
Expecting around 25% of incomes in 2 years, Swiggy grows its cloud kitchen model to incorporate 30 cafés
locally available with 36 kitchens to four new urban areas.

5. Swiggy Super

[17]
Swiggy has dispatched an enrolment program called 'Swiggy Super' for clients. This program offers limitless
free delivery on all orders above 99. In the wake of₹ buying in to this program, clients don't need to pay
flood valuing during unreasonable requests.

6. Swiggy Go

Another income stream for Swiggy is an attendant service Swiggy Go that was dispatched in 2019 to offer
moment pick and drop administration. Through Swiggy Go, the organization acquires by assisting clients
with sending, pick, and drop anything to and from various areas anyplace across the city.

7. Subsidiary Income

Swiggy acquires income by cooperating with different monetary foundations like Citibank, HSBC, and
ICICI Bank. This subsidiary pay is a new yet effective income stream where the two players advantage. It
additionally permits clients to get a few charge card offers from those monetary organizations.

[18]
 Marketing strategies of Swiggy

Swiggy was established in the year 2014 by Nandan Reddy, Sriharsha Majety, and Sriharsha Majety. It is an
online food requesting and conveying administration and has its administrative center in Bengaluru,
Karnataka. It works in more than 25 urban areas of India and they incorporate urban communities like
Bangalore, Chandigarh, Chennai, Coimbatore, Dehradun, Delhi, Gurgaon, Guwahati, Hyderabad, Indore,
Jaipur, Kochi, Kolkata, Lucknow, Ludhiana, Mumbai, Mysore, and so on

Swiggy expects to stand apart by offering curated arrangements of cafés and benefits and has its own armada
that gets orders from eateries and convey them to the clients. Swiggy raised a sum of $1.5 Billion and has
been extending in significant urban communities of India.

Mission:

Our mission is to change the way India eats.

Vision:

It is the first milestone in Swiggy’s vision to elevate the quality of life for the urban consumer by offering
unparalleled convenience, he added. Swiggy Stores will give its merchant-partners unmatched access to a
combination of core assets to reach extra existing and new customers

Tagline:

Swiggy karo, phir jo chahe Karo!,

Segmentation targeting and positioning in the Marketing strategy Swiggy

[19]
Segmentation:

Swiggy under section division fundamentally centers around the more energetic age. The division ages join
the youngsters, who may feel that it is outstandingly worthwhile for food to pass on at their doorstep, the
accompanying target gathering are the school going understudies and besides the ones who work at the
working environment and think that it is difficult to head to their main bistro.

The focus, in any case, has been on the twenty to long term olds customers and all the brand-building
attempts have been made to make Swiggy their go-to application concerning food transport

Target:

Swiggy has been able to cater to the huge target audience and these audiences have varied characteristics,
ages, and behaviour. Looking at India’s market size, Swiggy has a great population to target but its main and
ideal target audience is the ages of 18-35. These are the people who are college students, working
professionals or entrepreneurs who have a good lifestyle and are living in posh localities.

Positioning:

Swiggy has made the food delivery not simply a drawn-out arm of cafés and has benefitted well out of this
business. The super situating procedure of Swiggy is an application that assisted clients with getting the food
they need, any place they need.

All the showcasing endeavours made my Swiggy has made a picture that Swiggy makes life helpful and
simple for its clients and guarantees best client experience and means to keep each client both accomplice
cafés and the clients happy with the administrations.

[20]
It is situated to alter the manner in which individuals eat their food. It has the witticism that "no clients go
hungry" and assists clients with interfacing with their number one eateries with a tick of the button.

Distribution in the Marketing strategy of Swiggy

Swiggy has the strategy of making Hyperlocal product deliveries. It has a delivery diversification strategy.

Swiggy has a plan of action to accumulate restaurants and his own armada of conveyance accomplices.
Swiggy has a double association model, as it benefits both the clients and the eateries who get the food
orders.

Brand equity in the Marketing strategy Swiggy:

Swiggy has dominated the idea of carrying the food to the clients instead of the clients to the eateries for
food. Swiggy has turned into a go-to-application with regards to conveying food at their doorsteps. Swiggy
has become exceptionally well known among the millennial clients of India.

Swiggy currently intends to set kitchens mutually with eateries for higher incomes. It likewise expects to
stretch out its administrations to Swiggy stores and grow their delivery business into different items. As per a
report, cafés guarantee that they get half of their request from Swiggy and 20-25% from Zomato.

SWOT ANALYSIS of Swiggy

[21]
 Strengths

1. Fast Delivery

Swiggy is renowned for its fast delivery administration. Its specialized stage is ready so that it acknowledges
orders from clients dependent on its area, and the food would be taken from the closest inn of the clients.
The clients would get the lodgings that are close to them in their interface. With this model, Swiggy can
proficiently handle the orders for each client.

2. Slick User Interface

For clients to see easily, Swiggy has kept an incredible interface to take their orders. Its UI is flawlessly
organized such that the lodgings are recorded, and its menu and rates can be seen on tapping the inn. At the
point when the clients pick their lodging and food, its instalment entryways are likewise straightforward, and
every one of the offers that the clients are qualified are recorded. Then, at that point it takes to the instalment
cycle, and the exchange gets finished. When the request is done, clients can likewise really look at the live
update of their request.

[22]
3. Trained Employees

One fundamental strength of the brand is its prepared workers. The front and the back-end groups are very
much prepared and get the assistance conveyed for the clients.

4. Wide Selection

One more strength of the brand is the wide determination it has of the diners. It gives different determination
of diners at the close by area and with a broad menu accessible there. It would likewise show you the
restaurants dependent on your inclination, regardless of whether veggie lover and non-vegan.

5. Perfect Packing

Swiggy conveys food to its clients with a slick pack. The cleanliness part is likewise very much kept up
with.

Weaknesses

1. Targets Zonal Restaurants

Swiggy takes orders that are just from the eateries situated inside the zone of the clients. Numerous
contenders increment the client's necessity and extend to more eateries.

[23]
2. Expansion in Brand Name

As of now, Swiggy's image mindfulness is less, and it needs to focus closer on marking. Swiggy ought to
make really showcasing methodology to have the right brand picture.

3. Delivery Charges

The brand brings about some delivery and pressing charges from the client wherein the absolute bill sum
would increment. Along these lines, this is an incredible soft spot for the brand since certain clients may
wonder whether or not to arrange through the stage as it would cost an additional sum.

Opportunities

1. Trend-setter of this Idea

Swiggy was the principal online stage for food delivery and the first to get this support of the market. They
have shown new strategies to convey food and sees more freedoms to serve the clients.

2. Developing Marketplace

Swiggy sees an immense chance in the market as there are numerous likely clients. They have many
individuals and prone to increment with the goal that it would help the brand. At the point when clients
increment, the brand likewise increments.

3. Expansion in Market Share

[24]
Swiggy can build its situation in the market by showing its place more on the lookout. It can further develop
its portion of the overall industry by zeroing in additional on its marking. Swiggy ought to put more in
marking so it tends to be reachable to many.

4. More Service

Swiggy should discover approaches to join more assistance in its tasks. It ought to likewise attempt
approaches to eliminate the delivery charges so that there would be more clients streaming in.

Threats

1. Less Customers

At present, Swiggy has not many clients, and this is a critical danger to the brand. When there are less
clients, it is hard to expand their deals that would affect its benefit.

2. Expanding Competitors

Swiggy sees numerous contenders from a limited scale. At the point when new contenders emerge, they will
give new offers, and now and again individuals may will in general change to the new brand. Along these
lines, thusly, it is a huge danger to the brand.

3. Expansion in Health-Conscious People

[25]
CHAPTER - 2

[26]
 LITERATURE REVIEW

The significant lump of the online food delivery business is from the best 5 urban communities in India,
albeit this fragment is dynamic in just about 20 Indian urban areas. The players in this portion are combining
their business by focusing on expanding their functional effectiveness and productivity instead of looking for
fresher business sectors in different urban areas. However, with enormous number of players in the market
like Swiggy, Food Panda, Zomato and so forth the client is spoilt for decision. It has become extremely
helpful for them to peruse the rundown of diners and foods in various pieces of the city and request simply
by clicking a button on the application.

Zamarud Ansari and Dr Surbhi Jain, expressed the accomplishment of online food delivery new companies
is chiefly in light of the fact that there is a consistent development in the internet business industry. A portion
of the difficulties looked by the online food delivery organisations is conveying inside the time period and
improvement of the assets just as the specialized abilities of the workers.

India has in excess of 400 food delivery applications with more than $120 million financing from funding
firms and different financial backers. Food industry is a monotonous business since a base 3 suppers are
[27]
devoured by every person in a day expanding the recurrence of food requesting. This makes the financial
backers and business people hopeful with regards to the development of this portion.

The food industry startups are also exploring various avenues and coming up with innovative businesses like
creating a meal box with all the necessary fresh food ingredients to cook as per the recipe provided to make a
meal that the customer chooses or a salad box with ingredients and dressing of the customer’s choice. Such
businesses also use the same technology used by the mobile food delivery apps and a similar delivery
mechanism as a supply chain to ensure effectiveness.

Vishal Krishna discusses the beginning of another imaginative food business which gives a cooking
experience to the client while guaranteeing comfort as far as time and material acquirement. This business
makes a dinner box with every one of the new fixings which are pre-arranged to a degree subsequently
slicing on the cooking time to 30 minutes to make a most loved feast. The objective market are people who
love to cook yet can't commit the essential chance to prepare the supper. Cheerful Cook dinner boxes have
every one of the fixings needed alongside an account about the food that has been requested. Innovation is
utilized for requesting and delivery of the cases.

Quality in food has a major influence in the food business and absence of value will unfavourably influence
the business to a degree that it might need to shut down in case there are any breaches. Food is transitory in
nature making business co-ordinations even more troublesome. The back-end tasks should be firmly
controlled. This alongside a whimsical subsidizing where the first round of activities will get great financing
while the accompanying rounds, where the organizations need to deal with their own advertisements, go
about as a deterrent for extension. Bedsides to bait the clients, organizations like Food Panda have spent
between Rs.400/ - to Rs.500/ - per client, for client securing. The eccentricity of this business is that while
introductory orders are not extremely troublesome, ensuing orders represent a test.

As indicated by IBEF (Indian Brand Equity Foundation), food ordering is a quickly developing business. It
is likewise a pursued business by financial backers and interests in food requesting new companies has seen
an increment of 93% in 2015. The other side is that opposition is intense and it is hard to get by in this

[28]
serious circle. Organizations that can't support close down and other people who are in the business battle to
beat contests, minimize their expenses, and decrease their consume rate to make back the initial investment
and make benefits.

Anshoo Sharma from Light speed Ventures thinks that the expected market for food requesting business
draws in financial backers. This is additionally a business has a recurrent requesting conduct as likewise high
edges. It is normal that the immense financing in this space will solidify like the web-based business space.
The food aggregators join cafés to an online food and application stage, so the clients have a wide

decision to pick from and the request is then picked and conveyed to the eatery. The delivery is frequently
reevaluated for an expense. This outcomes in the organizations diving into the overall revenues and the cafés
need to adjust their demonstration on the grounds that while their business builds, there is a value they need
to pay. As per Mr. Galati this would mean up to as much as 16% detracted from the profit inclusive of
commissions, GST and so on the restaurants anyway have no choice except for to accept these new
companies to get by in the market where the customer pattern is to purchase food on the web.

[29]
CHAPTER - 3

[30]
 RESEARCH METHODOLOGY

Need of the study

The Indian online food delivery market is witnessing explosive growth, and Swiggy stands as a
prominent leader. However, in this dynamic landscape, simply being a major player isn't enough. To
ensure long-term success, Swiggy needs to prioritize understanding its customers' perceptions. This
understanding goes beyond basic satisfaction levels and delves into the core reasons why customers
choose Swiggy, what aspects influence their decision-making, and how their needs evolve.

Firstly, by closely examining customer perception, Swiggy can cultivate a loyal and satisfied user base.
The study can unearth pain points regarding delivery times, order accuracy, or app functionality. With
this knowledge, Swiggy can address these concerns directly, leading to a more positive user experience
and a higher chance of repeat business. Additionally, the study can reveal emerging customer needs and
preferences. This allows Swiggy to proactively adapt its offerings and features, ensuring they remain
relevant and cater to the ever-changing desires of their customers. By prioritizing customer satisfaction
and building loyalty, Swiggy fosters a strong foundation for sustainable growth.

[31]
 Secondly, a deep understanding of customer perception arms Swiggy with valuable insights to stay
ahead of the curve in the highly competitive online food delivery market. The study can shed light on
how customers perceive Swiggy compared to its competitors. By identifying areas where Swiggy excels
and pinpointing aspects requiring improvement, Swiggy can develop strategic plans to maintain a
competitive edge.

Furthermore, the data gleaned from the study can inform data-driven decision making. This empowers
Swiggy to tailor marketing campaigns for maximum impact, strategically allocate resources towards
features most valued by customers, and drive innovation in developing new services that cater to
evolving preferences. Essentially, understanding customer perception equips Swiggy with the
knowledge necessary to stay competitive and thrive in the dynamic online food delivery market.

Objectives of the study

 To understand customer preferences and motivations for using online food delivery services.
 To evaluate customer satisfaction with Swiggy's services.
 To explore the impact of various factors on customer perception.

Scope of the study

This study will examine customer perceptions of online food delivery services in India, with a specific focus
on Swiggy, a leading player in the market. The research will explore customer experiences, satisfaction
levels, and factors influencing their usage of Swiggy's platform.

Scope of this project includes:

[32]
 • Overview of Indian online food ordering industry

• Impact of Covid-19 on online food orders

• Business model of Swiggy

• Marketing strategies and promotional tactics of Swiggy

• Market coverage of Swiggy and its future plans

• Customers perception about online food ordering with reference to Swiggy

LIMITATIONS

While a study on customer perception of Swiggy's online food delivery services offers valuable insights, it's
important to acknowledge certain limitations.

Firstly, the chosen research methodology can influence the results. If the study relies solely on surveys or
online reviews, it might miss out on the perspectives of non-tech-savvy users or those who haven't used
Swiggy recently. Additionally, self-reported data can be susceptible to biases, as users might unintentionally
exaggerate positive or negative experiences. Similarly, focusing on a specific demographic or geographic
location might not provide a comprehensive picture of customer perception across the entire user base.

Secondly, the rapidly evolving nature of the online food delivery market can pose a challenge. Customer
preferences and expectations can shift quickly due to new features introduced by Swiggy or its competitors.
Therefore, the study's findings might have a limited shelf life, and follow-up studies might be necessary to
capture evolving perceptions as the market landscape changes. It's also important to acknowledge that
external factors, like economic conditions or changes in food trends, can also influence customer behavior,
making it difficult to isolate the direct impact of Swiggy's services on perception.

By acknowledging these limitations, researchers can design a study that mitigates these challenges and
strives to capture the most accurate and representative picture of customer perception of Swiggy's online
food delivery services.

[33]
he relatively small sample size of 50 individuals limits its ability to definitively represent the entire
consumer population's opinion on online food ordering. Additionally, social media analysis may be
influenced by individuals who are more likely to express strong (positive or negative) opinions, potentially
skewing the data. To enhance the generalizability of the findings, consider increasing the sample size for the
survey and incorporating a more balanced approach to social media analysis that captures a broader range of
customer sentiment.

Research Design

This section outlines the methods employed to gather and analyze data for understanding customer
perceptions of online food delivery with specific reference to Swiggy. The research utilizes a mixed-method
approach, incorporating both primary and secondary data sources.

Data Collection Methods

1. Primary Data:

 Surveys and Questionnaires: A self-administered survey or questionnaire was designed to capture

customer perceptions directly. The survey likely included questions regarding frequency of Swiggy
usage, factors influencing their choice, satisfaction with various aspects of the service (e.g., food
quality, delivery speed), and overall experience. The survey was distributed to a sample of 50
individuals from different age groups to ensure a diverse perspective.
[34]
  Social Media Analytics: Public social media platforms were monitored to gather insights into
customer sentiment towards Swiggy. This could involve analyzing Swiggy's social media pages,
customer reviews, and online discussions mentioning Swiggy. Social media listening tools might
have been utilized to collect and categorize relevant data.

2. Secondary Data:

 Online Databases and Market Reports: Existing research, industry reports, and online databases
related to online food delivery services and customer behavior were consulted. Reputable sources

like industry research firms, government reports, and academic journals provided valuable background
information and industry trends.

Sample Demographics

The research employed a sample size of 50 individuals from various age groups. This purposive sampling
approach ensures that the collected data reflects the perceptions of a diverse range of Swiggy users.

Here, you can elaborate on the specific age groups included in the sample (e.g., 18-25, 26-35, etc.) if that
information is relevant to your research.

Statistical Tools (Data Visualization)

Data visualization techniques were employed to present the research findings in an easily understandable
manner. Pie charts and bar graphs were likely used to depict the distribution of responses from the survey

[35]
and social media analysis. These visuals will effectively showcase various aspects of customer perception,
such as preferred cuisines, frequency of usage, and satisfaction levels with different service elements.

By incorporating these sections, I have established a clear research methodology that highlights the data
collection methods, sample demographics, and data visualization techniques used to understand customer
perceptions of online food delivery with reference to Swiggy.

The Statistical tools applied for the analysis of data are -

 Tabulation.
 Pie Diagram.
 Bar Diagram.

CHAPTER – 4
[36]
 DATA ANALYSIS AND

INTERPRETATION

1. Which age group do you belong to?

Age Group No of respondents

18-25 26

25-35 14

35-50 7

50+ 3

[37]
 Which age group do you belong to?

4%
12% 18-20
25-23
35-50
50+
26% 58%

2. Do you avail the services of online food ordering apps like Swiggy?

Criteria Frequency

Yes 38

No 12

[38]
 Do you avail the services of online food ordering apps like Swiggy?

24%
Yes
No

76%

3. Have you tried ordering food from Swiggy?

Criteri Frequenc

a y

Yes 36

No 14

[39]
 Have you tried ordering food from Swiggy?

28%
Yes
No

72%

4. Do you find variety of food in Swiggy application and if yes, is the quality good?

Criteri Frequenc

a y

Yes 44

No 06

[40]
 Do you find variety of food in Swiggy application and if yes, is the
quality good?

12%
Yes
No

88%

5. Do you think online food ordering is better than visiting restaurants in actual?

Criteri Frequenc

a y

Yes 38
[41]
 No 12

Do you think online food ordering is better than visiting res-

taurants in actual?

24% Yes
No

76%

6. How often do you order food online?

Criteria No. of respondents

[42]
 Daily 4

Once or twice a week 12

Once or twice a month 28

Occasionally 6

No. of respondents:50

30

25

20

15

10

0
Daily Once or twice a Once or twice a Occasionally
week month

7. Swiggy offers several offers and discounted offers on regular basis, are these offers

good and exciting?

[43]
 Criteria Frequency

Yes 44

No 06

Swiggy offers several offers and discounted offers on regular basis,

arethese offers good and exciting

12%

Yes
No

88%

8. If you are happy with Swiggy, will you recommend this to others?

Criteri Frequenc
[44]
 a y

Yes 37

No 13

If you are happy with Swiggy, will you recommend this to others?

26%
Yes
No
3rd Qtr

74%

9. What is the best thing about online food ordering?

[45]
 Criteria No. of respondents

Quality 9

Saves time of cooking food 19

Variety of options 16

Big discounts and promotional schemes 6

What is the best thing about online food ordering?

12%
18%

Quality
Saves Time
Variety of Options
Big discounts and promotional
schemes

32%

38%

10. How important are delivery charges in influencing customer preference for Swiggy?

[46]
 Criteria Frequency

3
Not at all important

Slightly important 22

Important 8

Fairly important 5

Very important 12

How important are delivery charges in influencing customer pref-

erence for Swiggy?

6%

24%
Not at all Important
Slightly Important
Important
Fairly important
Very important

44%
10%

16%

11. What is the level of satisfaction with the behaviour and professionalism of Swiggy
delivery personnel?

[47]
 Criteria Frequency

2
Very Dissatisfied

Dissatisfied 15

Neutral 9

Satisfied 16

Very Satisfied 8

What is the level of satisfaction with the behavior and professional-

ism of Swiggy delivery personnel?

4% Very Dissatisfied
16%
Dissatisfied
Neutral
30% Satisfied
Very Satisfied

32%

18%

12. How do customers rate their experience with Swiggy in terms of delivery time, food
quality, and customer service?

[48]
 Criteria Frequency

9
Very Dissatisfied

Dissatisfied 4

Neutral 15

Satisfied 12

Very Satisfied 10

How do customers rate their experience with Swiggy in terms of

delivery time, food quality, and customer service?

20% 18% Very Dissatisfied

Dissatisfied
Neutral
Satisfied
8%
Very Satisfied

24%

30%

13. How does the availability of discounts and promotions impact customer perception
of Swiggy?

[49]
 Criteria Frequency

9
Not at all impactful

Slightly negative impact 23

Neutral impact 2

Slightly positive impact 12

Highly impactful 10

How does the availability of discounts and promotions impact cus-

tomer perception of Swiggy?

18% 16%
Not at all impactful
Slightly negative impact
Neutral impact
Slightly positive impact
21% Highly impactful

41%
4%

14. How does the variety of restaurants and food options available on Swiggy influence
customer perception?

[50]
 Criteria Frequency

Not at all influencing 9

Somewhat influencing 6

Moderately influencing 3

Highly influencing 21

Critically influencing 10

How does the variety of restaurants and food options available on

Swiggy influence customer perception?

Not at all influenc-

Critically influencing ing
20% 18%

Somewhat influenc-
ing
12%

Moderately in-
fluencing
6%

Highly influencing
43%

15. How do customer reviews and ratings affect the perception and choice of using
Swiggy?

[51]
 Criteria Frequency

Not affecting at all 3

Slightly affecting 4

Moderately affecting 6

Highly affecting 8

Critically affecting 29

How do customer reviews and ratings affect the perception and

choice of using Swiggy?

5%
7% Not affecting at all
Slightly affecting
11% Moderately affecting
Highly affecting
Critically affecting

62% 15%

16. How does the frequency and relevance of notifications from the Swiggy app affect
customer perception?

[52]
 Criteria Frequency

Not affecting at all 11

Slightly affecting 17

Moderately affecting 13

Highly affecting 5

Critically affecting 4

How does the frequency and relevance of notifications from the

Swiggy app affect customer perception?

8%
22% Not affecting at all
10% Slightly affecting
Moderately affecting
Highly affecting
Critically affecting

26%

34%

17. How do customers rate the ease of resolving issues or complaints with Swiggy's
customer service?

[53]
 Criteria Frequency

Very Difficult 24

Somewhat Difficult 9

Neutral 5

Somewhat Easy 8

Very Easy 4

How do customers rate the ease of resolving issues or complaints

with Swiggy's customer service?

8%
Very Difficult
Somewhat Difficult
16%
Neutra
Somewhat Easy
48% Very Easy

10%

18%

[54]
CHAPTER – 5

[55]
 FINDINGS

 Majority of customers use Swiggy

 Ordering food online is more convenient than visiting restaurants
 Most customers order food once or twice a month
 Customers found Swiggy’s several and discounted offers on regular basis good and exciting
 Customers order food online because it saves time of cooking food
 Delivery charges affect consumer preference
 Variety of food options affect consumer perception
 The Rating affects the purchase decision of consumers

SUGGESTIONS

• Swiggy should engage more in advertisement & sales promotion activities so that the consumers can
be more attentive to the product. If it is possible than revenues and profits will be increased.

• Swiggy should plan to add more No. of restaurants to serve more customers.
• Company should offer more discounts and schemes to attract new customers and retain old
customers.

• They should conduct the regular survey of some random offers and programs launched by food
delivery companies so that they can know the taste and desires of the consumers.

[56]
 CONCLUSION

The infiltration of the Internet and cell phone has made it simple for business visionaries to target buyers.
Expanding utilization of cell phones is one of the vital variables behind the development of the online food
conveyance market.

At the point when any business is venturing into the computerized world, it expects appealing returns as far
as income and client base. Regardless of business size and type, everybody is making their portable
application to draw in more clients.

Portable applications for sure assume a significant part in any online business, including the food
conveyance market. In case you are new to the food conveyance market and need to hit the market, putting
resources into a portable application can be the best advance you can at any point take. Prior to talking about
the future pattern of the food conveyance market, we should examine some fascinating figures that will stun
you.

 Revenue age from the online food conveyance market added up to $94385m in 2019.
 Revenue is relied upon to produce a yearly development pace of 10.3% and will cross $134,490m by
2023.
 There has been a steady expansion in clients who are utilizing on the web conveyance applications
two times every week.
 It is accepted that online food conveyance applications are created with the expect to diminish time
and deal solace to the clients.
 As per Statista, more than 1.2 billion individuals utilize online food conveyance applications across
the world.

[57]
Key development driver of the market

In the new years, the quantity of working ladies has expanded in the Indian labor force, particularly in the
city-based coordinated areas. Subsequently, the quantity of twofold pay families in likewise on the ascent.
With both the accomplices working and keeping up with furious working timetables, it become hard for
individuals to get time and energy to cook at home. Also, the double pay situation has expanded the general
spending limit of the families. Likewise, the central participants like Swiggy, and Zomato continue to
declare worthwhile proposals for the clients, both existing and new, to keep up the firm rivalry in the online
food requesting market.

Key obstruction to the development of the market

As of late, there have been a few examples of misleading and shut cafés; and food shops taking requests on
food stages, just to be educated later that either the shop can't be found or had closed tasks. Cases were
accounted for where certain outlets enrolled on these food conveyance applications have ended up being
improvised, or work out of home joints, with barely any emphasis on cleanliness and quality. This has
caused irritation among both the clients and the food conveyance chiefs. Additionally, customers are
becoming worried about the nature of food since such unapproved food slows down only from time to time
keep up with cleanliness both while cooking and bundling.

BIBLIOGRAPHY

[58]
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[59]
 APPENDIX

1. Which age group do you belong to?

a) 18-25

b) 25-35

c) 35-50

d) 50+

2. Do you avail the services of online food ordering apps like Swiggy?

a) Yes

b) No

3. Have you tried ordering food from Swiggy?

a) Yes

b) No

4. Do you find variety of food in Swiggy application and if yes, is the quality food?
[60]
 a) Yes

b) No

5. Do you think online food ordering is better than visiting restaurants in actual?

a) Yes

b) No

6. How often do you order food online?

a) Daily

b) Once or twice a week

c) Once or twice a month

d) Occasionally

[61]
7. Swiggy offers several offers and discounted offers on regular basis, are these offers
good and exciting?

a) Yes

b) No

8. If you are happy with Swiggy, will you recommend this to others?

a) Yes

b) No

9. What is the best thing about online food ordering?

a) Quality

b) Saves time of cooking food

c) Variety of Options

d) Big Discounts and promotional schemes

[62]
10. How important are delivery charges in influencing customer
preference for Swiggy?

a) Not at all important

b) Slightly important
c) Important
d) Fairly important
e) Very important

11. What is the level of satisfaction with the behaviour and professionalism of
Swiggy delivery personnel?

a) Very Dissatisfied
b) Dissatisfied
c) Neutral
d) Satisfied
e) Very Satisfied

[63]
12. How do customers rate their experience with Swiggy in terms of delivery time, food
quality, and customer service?

a) Very Dissatisfied
b) Dissatisfied
c) Neutral
d) Satisfied
e) Very Satisfied

13. How does the availability of discounts and promotions impact customer perception
of Swiggy?

a) Not at all impactful

b) Slightly negative impact
c) Neutral impact
d) Slightly positive impact
e) Highly impactful

[64]
14. How does the variety of restaurants and food options available on Swiggy influence
customer perception?

a) Not at all influencing

b) Somewhat influencing
c) Moderately influencing
d) Moderately influencing
e) Critically influencing

15. How do customer reviews and ratings affect the perception and choice of using
Swiggy?

a) Not affecting at all

b) Slightly affecting
c) Moderately affecting
d) Highly affecting
e) Critically affecting

16. How does the frequency and relevance of notifications from the Swiggy app affect
customer perception?
[65]
 a) Not affecting at all
b) Slightly affecting
c) Moderately affecting
d) Highly affecting
e) Critically affecting

17. How do customers rate the ease of resolving issues or complaints with Swiggy's
customer service?

a) Very Difficult
b) Somewhat Difficult
c) Neutral
d) Somewhat Easy
e) Very Easy

[66]