Customer Satisfaction On Zomato
Customer Satisfaction On Zomato
TABLES OF CONTENTS
LIST OF TABLES
LIST OF FIGURES
CHAPTER 1 INTRODUCTION
FINDINGS, SUGGESTIONS
CHAPTER 5
& CONCLUSION
BIBLIOGRAPHY
ANNEXURE
CHAPTER – 1
INTRODUCTION
Introduction
The online ordering system can be defined as a simple and convenient way
for customers to purchase food online, without having to go to the restaurant. The
system is enabled by the internet that connects the restaurants or the food company
on one hand, and the customer on other hand. Therefore as per this system the
customer visits the restaurant’s app or website, browses through the various food
items, combos and cuisines available there and those ahead and selects and
purchases the items he or she needs. These items will be then be delivered to the
customer at his or her doorstep at the time they choose by a delivery person.
Payments for such online orders can be made through debit cards, credit cards,
cash or card on delivery or even through digital wallets.
1
restaurants as well as food delivery options from partner restaurants in select
cities. Zomato also began grocery delivery amid the COVID-19 outbreak. As of
2019, the service is available in 24 countries and in more than 10,000 cities.
Zomato online ordering had been a great addition to our delivery channels. Its
smooth integration and online payment ability has allowed them to tap new
customer segments as well as give an enhanced service to their existing customers
too, it has allowed to avoid the issues related to credit card payment of delivery.
Statement of problem
Scope of Study
2
circumstances. From this study, we can have a better understanding of the Online
Food Delivery Service Market. Therefore, these findings may help the service
providers to work upon on these variables to fill up the gaps in the mindset of
consumers. Objectives of Study
Research design
Nature of study
Nature of data
Sources of data
Secondary data : The secondary data was collected with the help of internet
search, and online articles .
3
Sample design
The research was carried out in various phases that constituted an approach of
working from whole to part. It included several phases which tried to deeper into
users likings and develop a thorough understanding of what the consumer looks
forward while ordering food online. For the study a sample of 50 respondents were
chosen from commerce students of VITS College, Satna.
Sample unit
Method of sampling
Simple random sampling method is adopted for the study with a sample size of 50
respondents among commerce students.
The sample size for the customer survey is 50 and they will be considered
adequate to represent the characteristics of the entire population.
Statistical tools used for the analysis are mean average, percentage, table &graph.
The research was limited to MBAstudents of VITS College, Satna. Hence the
outcome cannot be explorated to other areas.
4
Sample size limited to 50.
Chapter scheme
Chapter 1. Introduction.
This chapter covers the introduction, statement of the problem, scope of the study,
significance of the study, objective of the study, research design, sample design.
This chapter contains the review of literature of the study which reviews a few
study that have been conducted for similar topics.
It includes the profile of online food ordering system and profile of Zomato.
It includes the data used for the research and the analysis and interpretation of
data.
It includes the findings made out of the data and the suggestions made out of the
analysis and conclusion.
5
CHAPTER-2
REVIEW OF
LITERATURE
2.1 Conceptual review
Customer
Customer is the recipient of a service, or a product, or an idea, obtained
from a seller, vendor or supplier via a financial transaction or exchange for money
or for some other valuable consideration.
Many companies are aiming for high satisfaction because customers who
are just satisfied still find it easy to switch when a better offer comes along. Those
who are highly satisfied are much less ready to switch. High satisfaction creates an
emotional affinity with the brand, not just a rational preference. The result is high
customer loyalty.
Definition
Customer satisfaction is the best indicator of how likely a customer will make a
purchase in the future. Asking customers to rate their satisfaction on a scale is a
good way to see if they will become repeat customers.
It is a point of differentiation:
An Accenture global customer satisfaction report (2008) found that price is not the
main reasons for customer churn, it is actually due to the overall poor quality of
customer service. Customer satisfaction is the metric you can use to reduce
customer churn. By measuring and tracking customer satisfaction you can put new
processes in place to increase the overall quality of your customer service.
This is probably the most publicized customer satisfaction statistic out there. It
costs six to seven times more to acquire new customers than it does to retain
existing customer. Customers costs a lot of money to acquire.
Factors effecting customer satisfaction
Quality of product or service:
Customers give prior importance to quality of the product or service. It is the first
and foremost thing that the customers consider. No amount of aggressive
marketing can save a product or service which is a poor quality.
E -business:
The age of the internet has made finding products and services a snap. What used
to take minutes of flipping through a phone book now takes seconds on the web.
E-mailing and searching for products and services on the internet has become such
a central reference point, companies have invested millions in making sure access
is extremely easy. Customers are satisfied when there are two barriers, or at the
very least, limited barriers to access a service.
Timely service:
When the product or services are not delivered or availed in time, the customer
gets dissatisfied. Excuses don’t fly when customers are counting on a service.
One example is the dreaded time window. In a society that demands instant results
for everything from food to foreign policy, a good business has to keep the wait
time to a minimum.
In a market, there is usually more than one of the products, perhaps dozens. Word
of mouth certainly plays into customer satisfaction. If a product is a best one
among several identical products, then it is necessary to separate it from the rest,
through marketing, customer service and good- old fashioned product quality.
Creation of sense of good value:
When a product or service costs more, but it is worth it, its value becomes
acceptable to the customer. When a consumer buys high priced products of big
brands, the positive features of the products or service should overweigh the cost,
creating a strong sense of good value. Good customer service also plays a vital
role.
Responsibility:
A company has a commitment to tell the truth. Hiding facts, figures and excessive
print doesn’t go far when it comes to a customer satisfaction. If a company doesn’t
stand by its product, or hassles the customer when a refund or exchange is in
order that will stick. When something goes wrong with a product or service, if the
supplier goes above and beyond the call of duty in taking responsibility, the end
result is often that the customer is so impressed with the supplier response, it
neglects the original problem.
A nice atmosphere:
Given the same product or service, the customer would rather shop at that place
that offers a clean, safe and well -organized environment. When you need a
product that’s the same brand and the same price, the store that’s psychologically
more inviting will win out every time.
2. Although sales or market share can indicate how well a firm is performing,
currently satisfaction are perhaps the best indicators of how likely it is that the
firm’s customer will make further purchase in the future . Much research has
focused on the relationship between customer satisfaction and retention studies
indicates that the reunification of satisfactions are most strongly realized at the
extremes.
1. Bhavya saini (2016) , “Consumer preference and attitude regarding online food
products” the study emphasized that using the internet in seeking food service
information was a common practice among people living in india and online
interpersonal influence took a fundamental apart. A high percentage of consumers
were unconcerned about accurate evidence regarding food safety in selecting food
products on the internet. The conclusion of our findings produces practical pieces
of advice to consumers buying online food, to food retailers selling food over the
internet and to the government of india to implement appropriate legislation
regarding online food product information. Among all these factors customers
usually expect three website merits to assist their online encounters that are system
quality, information quality, and service quality.
2. Hong Lan (2016), “Online food delivery market is immature yet, there are some
obvious problems that can be seen from consumers” negative comments. In order
to solve these problems, we can neither rely merely on the self discipline of online
food delivery restaurants nor the supervision and management of online food
delivery platforms. Only by taking laws as the criterion, with the joined efforts of
the online food delivery platforms and restaurants, the government departments
concerned, consumers and all parties in the society, can these problems be solved
and good online take away environment can be created .
4. Sheryl E. Kimes (2011), His study found that perceived control and perceived
convenience associated with the online food ordering services were important for
both users and non-users. Non-users need more personal interaction and also had
higher technology anxiety to use the service.
5. Varsha Chavan, et al, (2015), The use of smart device based interface for
customers to view, order and navigate has helped the restaurants in managing
orders from customers immediately. The capabilities of wireless communication
and smart phone technology in fulfilling and improving business management and
service delivery. Their analysis states that this system is convenient, effective and
easy to use, which is expected to improve the overall restaurant business in
coming times.
8. Ramesh Kumar Bagla, Jasmine Khan. The purpose of this study was to
investigate the factors that are responsible for the growing popularity of online
booking and ordering of food in india, expectations of the users, and their
satisfaction levels with the popular apps such as food panda, Zomato, Swiggy.
Descriptive research was undertaken on the basis of primary data collected from
the respondents residing in National Capital Region of Delhi chosen through non-
probability convenience sampling using structured questionnaire. Findings was the
factors contributing to the popularity of online food ordering were found to be :
lack of time to prepare food, availability of variety, rewards and cashbacks. There
is a scope of improving the user’s satisfaction levels by understanding their
expectations more precisely and offering more attractive options while ordering
food online.
10. Jyotishman Das (2018), the doorstep delivery is the most highly ranked factor
of influencing the consumers to use the food ordering applications. The consumers
are also often influenced by discounts and cashbacks they enjoy. On comparing
the factors the most preferred service provider came out to be Zomato followed by
Swiggy.
CHAPTER-3
INDUSTRY PROFILE
AND
COMPANY
PROFILE
Company profile
Key people: Founder and chief executive officer- Deepinder Goyal , Chief
operating officer- Surobhi Das , Chief technology officer- Gunjan Patidar.
Logo: The logo of Zomato represents simply the name of the company and
indicates the love for the good food . As its mission is to ensure that “ Nobody has
a bad meal”
Achievements: The CEO has honored with NDTV Indian of the year
Ordering food online with the swipe of a finger has become nothing less than a
cakewalk for most of us. There are a number of applications that are essentially
designed to ease people’s lives, especially when most of the people live away
from home trying to make a living on their own. And no matter how healthy
cooking own meals would be, it is not always possible to do so, given the hectic
lives.
With this backdrop it should be noted that a growing trend has been
observed showing that a majority of the fast food demand occurs within the age
group of 10 – 40 years. The recent rise in the number of productively employed
young Indians in sectors such as IT services has resulted in an increase in the
spending capacity of the individuals. According to statistics provided by the World
Bank, there has been a 50% increase in the per capita income from 2006 till date.
This growing appetite and increased spending capability of young Indians has
made the food industry an attractive and lucrative area in which to start a business.
With this significant growth in the online food and restaurant service industry, it
has been estimated that the Gross Merchandise Value of online food and restaurant
industries would reach an estimated $2.7 billion by the end of 2019, which is a
significant leap from the $300 million in 2016.
Swiggy is one of the top rated food ordering mobile applications in India. It was
aroused by the prospect of giving entire sustenance requesting and conveyance
arrangements from the best nearby hotels to the customers. Swiggy is the best food
delivery apps for Bangalore and other top clients in India. The service which
provides customers offering from any restaurant with no minimum order method
and receives an amount from all nearby hotels collaborates with.
2. Uber Eats.
Uber eats is a popular online food ordering app in India which operates in all
major cities including Mumbai, Chennai, Bangalore, Hyderabad, Delhi and more.
The mobile app is available for both android and iOS devices. This is a venture of
Uber Technologies, Inc. Who is also its own popular taxi service across the globe.
Uber eats operating in over 1000+ many major cities around the world in various
countries. The app allows users to pick favorite food from nearby restaurants and
delivers to the spot in a quick span of time.
3. Food Panda
DATA ANALYSIS
AND
INTERPRETATION
Table 4.1 showing the age of the respondents.
30
25
20
15
10
0
17-18 18-19 19-20 20-21 21-22
Interpretation : The table 4.1 shows age wise classification of respondents it,
reveals that 2% of the total respondents is aged between 17-18 , 4% is aged
between 19-20, 10% of the respondents aged between 21-22, 54% belongs to the
age group 23-24 , and 30% belongs to the age group 25-26
Table 4.2 showing the gender of the respondents
Male 25 50
Female 25 50
Total 50 100
60
50
40
30
20
10
0
Male Female
Degree 43 86
P.G 7 14
Total 50 100
100
90
80
70
60
50
40
30
20
10
0
Degree P.G
Daily 4 8
Weekly 9 18
Monthly 37 74
Total 50 100
Figure 4.4 showing how often the respondents order food online.
80
70
60
50
40
30
20
10
Daily Weekly Monthly
0
Interpretation: From the above figure 4.4 we can understand that 74% of the
whole respondents order food online in monthly basis, 18% of the respondents
make orders in weekly basis and 8% order food online on daily basis.
Table 4.5 showing from where did the respondents got to know about
Zomato.
Source Frequency Percentage
Television 2 4
Friends 10 20
Online advertisements 36 72
Newspaper 0 0
advertisements
Family 2 4
Total 50 100
(Source: Primary data)
80
70
60
50
40
30
20
10
Interpretation: From the above figure it is found that 72% of the respondents
came to know about Zomato through online advertisements, 20% respondents
through friends, 4% respondents through family, 4% of respondents through
television and there are no respondents who got to know about Zomato from
newspaper advertisements.
Table 4.6 showing how long the respondents have been using Zomato’s
services.
Total 50 100
Figure 4.6 showing how long the respondents have been using Zomato’s
services.
45
40
35
30
25
20
15
10
5
0
Less than 1 year 1-2 years 2-3 years More than 3 years
Interpretation: From the above figure it is found that 40% of respondents started
using Zomato in less than a year, 28% respondents started using it for 1-2 year,
24% respondents started using it for 2-3 years and 8% respondents have been
using it for more than 3 years.
Table 4.7 showing reasons for choosing Zomato.
60
50
40
30
20
10
Figure 4.8 showing how would the respondents compare the services
offered by Zomato with other companies
40
35
30
25
20
15
10
5
0
Interpretation: From the above figure we can analyse that 22% respondents
found Zomato much better than other food delivery applications, 34% of the
respondents found it somewhat better than other food delivery applications, 34%
respondents about the same opinion compared to other applications, 8%
respondents feels that Zomato somewhat worser than other applications and 2% of
people found Zomato much worser than other food delivery applications.
Table 4.9 showing how easy is to navigate the website www.
Zomato.com.
70
60
50
40
30
20
10
0
Extremely easy Somewhat easy Not so easy Not easy at all
Interpretation: From the above figure it is found that 34% respondents are of the
view that it is extremely easy to navigate the website www.Zomato.com, 62%
respondents find it somewhat easy , 4% says that it is not so easy and no
respondents find it not easy at all to navigate through www.Zomato.com.
Table 4.10 showing the expectation and satisfaction of the respondents
towards price ranges of Zomato
Expectation Frequency Weight Total Satisfaction Frequency Weight Total
Excellent 2 5 10 Strongly 2 5 10
satisfied
Very good 2 4 8 Satisfied 33 4 132
Good 20 3 60 Neutral 13 3 39
Fair 24 2 48 Dissatisfied 1 2 2
Poor 2 1 2 Strongly 1 1 1
dissatisfied
Total 50 15 128 Total 50 15 184
Average expectation is 128/50 = 2.56 Average satisfaction is 184/50 = 3.68
(Source: Primary data)
3.5
2.5
1.5
0.5
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
3.5
2.5
1.5
0.5
Average on expectation Average on satisfaction
0
Interpretation: Table 4.12 shows the expectation and satisfaction of food quality
provided by Zomato. From the above table it is clear that the average expectation
on food quality is 2.92 and the average satisfaction on food quality is 3.76. The
satisfaction on food quality is higher than expectation on food quality.
Table 4.13. showing the expectation and satisfaction of respondents
towards packaging of food.
Expectation Frequency Weight Total Satisfaction Frequency Weight Total
Excellent 4 5 20 Strongly 10 5 50
satisfied
Very good 9 4 36 Satisfied 25 4 100
Good 24 3 72 Neutral 11 3 33
Fair 10 2 20 Dissatisfied 3 2 6
Poor 3 1 3 Strongly 1 1 1
dissatisfied
Total 50 15 151 Total 50 15 190
4
3.5
3
2.5
2
1.5
1
0.5
0
4
3.5
3
2.5
2
1.5
1
0.5
0
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
4
3.9
3.8
3.7
3.6
3.5
3.4
Yes 21 42
No 29 58
Total 50 100
70
60
50
40
30
20
10
0 Yes No
Interpretation: From the above figure it is found that 42% of the total
respondents have felt problems in dealing with Zomato , 58% respondents is of the
view that they have not felt any trouble in dealing with Zomato.
Table 4.18 showing whether the respondents will recommend Zomato’s
services to others.
Yes 40 80
No 10 20
Total 50 100
Yes
No
Interpretation: From the above figure it is found that 80% of the respondents said
that they will recommend Zomato to others and 20% respondents will not
recommend it to others.
CHAPTER – 5
FINDINGS ,
SUGGESTIONS AND
CONCLUSIONS
Findings
Suggestions
Applications for the food supply have now become a major sensation in
India. Numerous food delivery applications in India can be downloaded from the
ease of homes on smart phones to order food on the go. The study helped in
identifying the factors which influenced the customers for choosing Zomato. On
analyzing the customer satisfaction on Zomato, it can be concluded that the
company has to focus on building positive image regarding the product on
customer’s mind. Customer’s expectation about Zomato was surpassed and most
of the customers are satisfied in every means. The customers who had several
expectations before using Zomato had more satisfaction after making purchases.
Comparing with other variables customers are more satisfied on the delivery speed
of Zomato. The company should focus on providing food items in considerable
quality and quantity , it should also focus in undertaking more promotional
activities through more mediums finally, we can conclude than customers among
the commerce students of VITS College Satna are satisfied with Zomato.
Bibliography
Journals
Varsha Chavan, Priya Jadhav , Snehal Korade and Priyanka Teli (2015),
“Implementing Customizable Online Food Ordering System using web
based application @ , International Journal of [6] “Pizza Hut Tells Twitter
It Made The First Online Sale In 1994” – Huffingtonpost.com
Leong Wai Hong (2016), “Food Ordering System Using Mobile Phone”, A
report submitted to BIS (Hons) Information Systems Engineering. Faculty
of Information and Communication Technology (Perak Campus), UTAR.
Websites
https://www.zomato.com
https://en.wikipedia.org/wiki/customer
https://asq.org>quality-resources
https://www.hubspot.com
Annexure
Questionnaire
1. Age
o 17-18
o 19-20
o 21-22
o 23-24
o 25-26
2. Gender
o Male
o Female
3. Education
o Degree
o P.G
8. How would you compare the services offered by Zomato with other companies?
o Much better
o Somewhat better
o About the same
o Somewhat worse
o Much worse
Price
Application
Food Quality
Packaging
Responsiveness
Delivery speed
Price
Application
Food quality
Packaging
Responsiveness
Delivery speed
o Yes
o No
13 . Will you recommend Zomato’s services to others?
o Yes
o No