Research Report

On
(A Study On Customer Satisfaction With Zomato)

RESEARCH REPORT
SUBMITTED IN
PARTIAL FULFILLMENT OF
BACHELOR OF BUSINESS ADMINISTRATION
TO
IIS (Deemed to be University), JAIPUR

Submitted by:
{Ruchika Jain}
{BBA Semester VI R)
{ICG/2017/23960}

Under the Supervision of:

Supervisor:- co-supervisor:-
Dr.Poonam Madan Dr.Isha Sharma
(Associate Professor) (Assistant Professor)

Discipline of Management Studies

IIS (Deemed to be University),
JAIPUR
Department of Management
2019-20
ACKNOWLEDGEMENT
An individual cannot do project of this scale. I take this opportunity to express my
acknowledgement and deep sense of gratitude to the individuals for rendering
valuable assistance and gratitude to me. Their inputs had played a vital role in
success of this project and formal piece of gratitude towards people who have
helped me in successful completion of my training.

I would like to wish my sincere thanks to my project guide Dr. PoonamMadan,

Associate Professor and Dr. Isha Sharma, Assistant professor Department of
Management Studies for their keen interest and giving valuable guidance at every
stage of this project.

I take this opportunity to thank all respondents who spared their precious time to
provide me with valuable input for project without which it would not have been
possible.

I finally believe that there is always a scope of improvement. I welcome any

suggestions for further enriching the quality of this report.

Name of student
RUCHIKA JAIN
ICG/2017/23960
 PREFACE

Training is the essence of practical orientation of the professional studies

undertaken and without practical training one cannot understand the real basic and
theoretical in practice and everything just goes in vain.

Project training forms an integral component of any professional courses like

management courses i.e. BBA. A trainee faces live problem in the industry and in
the SS field. In the institution where one person persuses his studies cannot provide
him practical knowledge or no aspects of learning often the studies is said to be
incomplete until the student has been exposed to the practice.

The theoretical studies build manager in her by providing pools of knowledge

whereas the practical application make him agile and component. If theoretical
knowledge teaches him/her the principle and policies the practical exposes tells
him how to apply this principle.

My area of performance is “Zomato” and as a management trainee I got to learn

the vital experience of market scenario.

RUCHIKA JAIN
 CHAPTER-1

(INTRODUCTION OF STUDY)
CHAPTER-1 (INTRODUCTION OF STUDY)

1.1 INTRODUCTION TO CUSTOMER SATISFACTION

Customer satisfaction is a measure of how products and services are supplied by

the company to meet or exceed the customer expectations. Customer satisfaction is
defined as the total number of customers, whose stated experience with the firm, its
products, or its services exceeds specified satisfaction goals. Customer satisfaction
is a general and broad term most commonly used in marketing related
areas.Customer satisfaction the measurement we use to quantify the degree to
which a customer is fully satisfied with a product, service, or experience. It
measures how a customer feels about a brand or a product.

Customer satisfaction ( CSAT) is a term frequently used in marketing. It is the

measure of how products and services supplied by a company meet or
exceed customer expectation. Customer satisfaction is defined as the number of
customers, whose stated experience with a firm, its products, or its services
(ratings) surpasses specified satisfaction goals.

It is the measure of how needs and responses are collaborated and supplied to excel
customer expectation. It can be attained only if the customer has an overall good
relationship with the supplier. In today’s competitive industryor marketplace,
customer satisfaction is an important performance exponent and basic
differentiator of business tactics. Hence, the more is customer satisfaction; more is
the business and the relationship with customer. Customer satisfaction is
atheoretical concept and involves such factors such as quality of the product, the
quality of the service provided, the atmosphere of the location where the products
or services are purchased, and the price of the product or service. Businesses often
use customer satisfaction surveys to measure customer satisfactionor perception
towards the service or a product.

Customer satisfaction is a part of customer’s experience that reveals a supplier’s

behavior on customer expectations. It also depends on how efficiently it is
managed and also how promptly services are provided. The satisfaction could be
related to various business aspects like marketing, quality of products and services,
responses customer’s problems and queries, completion of project, post
deliveryservices,etc.

Customer satisfaction is the overall essence of the impression about the supplier
and his products by the customers. The impression which a customer makes
regarding supplier is the sum total of all the process he goes through, right from
communicating supplier before doing any marketing to post delivery options and
managing queries or complaints post delivery. During this process the customer
comes across working environment of various departments and the type of
strategies or policies involved in the organizations. This helps the customers to
make strong judgment about the suppliers which finally results in their satisfaction
or dissatisfaction.

Customer’s perception on supplier helps the customers to select amongst the

suppliers on basis of money and also how well the delivered products suit all the
requirements. The supplier’s service never fails after the delivery as customer seek
high values post marketing services efficiently. If the customers arepleased with
the post marketing services then there are good chances for supplier to retain the
customers to increase repeated purchases and make good business profits.
It is necessarily required for an organization to interact and communicate with
customers on a regular basis to increase customer satisfaction. These interactions
and communications are required to learn and determine all individual customer
needs and respond accordingly. Even if the products are identical in competing
markets, satisfaction provides high holding rates. For eg, shoppers and retailers are
involved with frequent shopping and credit cards forexpansionofcustomer
satisfaction, many high end retailers also provide membership cards and discount
benefits on those cards so that the customer remain loyal to them and are not
willing to switch on any other substitue.

Higher the satisfaction level, higher will be the emotional attachment of customers
with the specific brand of product and also with the supplier. This helps in making
a strong and healthy customer-supplier bond. This bond forces the customer to be
tied up with that particular supplier and chance of defection is very less.
So,customer satisfaction is very important point that every supplier should focus
on to enhance business and profit.

When it comes down to it, basically customer satisfaction is a reflection of how a

customer feels about interacting with your brand. Businesses and brands used to
quantify this positive or even negative feeling primarily using customer
satisfaction surveys.

These responses can give Business or brand an idea of your average level of
customer satisfaction with your products or services - along with a view
of customer loyalty, which predicts the likelihood of customer referrals .
If business or brand didn't measure customer satisfaction, they can't identify
unsatisfied customers that could churn or leave them a negative customer reviews.
They also can't identify happy customers that they might have activated as
evangelists or referrers.

1.2IMPORTANCE OF CUSTOMER SATISFACTION

1.CUSTOMER SATISFACTION HELPS YOU IDENTIFY UNSATISFIED
CUSTOMERS.

Brands cannot analyze unhappy customers' feedback, and make changes to their
product or service to make them happy, if they don't know customers are unhappy
in the first place. They must make sure that they are deploying CSAT surveys,
analyzing, and acting on negative customer feedback, no matter how tough it is to
hear, as their top priority, so they can prevent them from churning, leaving
negative customer reviews, or warning against the brand to friends and colleagues.

2.CUSTOMER SATISFACTION HELPS YOU IDENTIFY HAPPY

CUSTOMERS

If Brands don't measure customer satisfaction, they can't identify their happy
customers who are finding success with their product or services. And if they aren't
prioritizing customer success, odds are, their company isn't growing - at
least, that's what we found in a survey of nearly 1,000 business leaders across
industries.
Growing companies prioritize customer success, and a key way to identify and
activate successful customers is to request customer feedback to identify number of
satisfied customers.
These customers are generally the ones who will shout the brands praises to their
friends and family members, and they'll refer to new customers - growing your
business faster than sales and marketing, at the no cost of customer’s acquisition.
Not only this is cheaper to retain an existing customer than it is to acquire a new
one, but also repeat customers spend more amount on their products and services,
and so do referred customers.

3.CUSTOMER SATISFACTION HELPS YOU FORECAST AND WORK

PROACTIVELY.

Without measuring customer satisfaction and similar customer success measures,

it's hard for customer success teams to plan and inform priorities. Without
measures to inform how healthy (or unhealthy) their customer base is, customer
success teams cannot work with theSales to improve customers’ expectations with
Product to incorporate product feedback, and Marketing to improve their end-to-
end customer experience. Leaders always need data and trends to forecast team
performance for the next month, quarter, and year to adapt any new strategy, if
needed. Customer satisfaction is important because it helps brands and business
solves problems, prevents churns, and helps to identify happy customers that can
become their advocates and evangelists.

1.3 STEPS TO MEASURE CUSTOMER SATISFACTION

There are many ways to measure customer satisfaction but the below mentioned is
the most common way to measure customer satisfaction. This includes a certain
series of steps which need to be followed as it is. Those series of steps are
mentioned below -:
1. Outline your goals, and make a plan.

2. Create a customer satisfaction survey.

3. Choose your survey's trigger and timing.

4. Analyze the survey data.

5. Make adjustments and repeat.

1.4 ADVANTAGES OF CUSTOMER SATISFACTION

1) Satisfied customers will continue to buy from you

Not only do loyal customers spend more in Long term, but it’s actually cheaper to
keep them happy than trying to acquire a new customer base. It is considered that
it’s 6 times more costlier to woo a new customer and satisfy them than it is to
retain an existing one.

2) Satisfied customers are better for your sanity

Listening to what customers want means that brands and business won’t be
constantly at odds with their clients. Just like the arguments happening in a
relationship are emotionally draining, and having grumpy customers constantly
writing into a support team leads to burnout and a much unhappier work
environment.

3)Customer satisfaction keeps your brand ahead of the competitors

“The customers won’t love brands or business if they give bad service, as compared
to what competitors will provide,” said famous marketer Kate Zabriskie. If brands
and business know how to ensure customer satisfaction and successfully provide it,
then they have an advantage over their competitors who offer the same range of
products but can’t satisfy customers either with a beautiful, informative, convenient
and accessible website, or with a prompt response and delivery.

4)Customer satisfaction promotes customer loyalty

As long as a company can retain trusting and loyal relationships with customers and
keep them satisfied, they will keep on coming back to buy from them. Loyal
customers will later get accustomed to appreciate, use and advocate for the brand or
company during their lifetime, bringing business a revenue.

5)Customer satisfaction reduces negative word of mouth

As research data shows, that customers are more eager to share the negative
experiences than positive reviews and recommendations. Add to this the fact that
people tend to believe other customers more easily than company representatives
and advertisements offered by companies.

So losing one unsatisfied customer means losing up to 20 more customers of a

company because of their bad experience spreading through word of mouth.
Satisfied customers, on the other hand, will become brand advocates.

So, satisfied clients are a sign of a successful business running.

1.5 Customer Satisfaction Score (CSAT)

Customer Satisfaction Score (CSAT) is a basic measurement of a customer’s

satisfaction with a brand’s product and/or services. Marketers and brands can use
 this to determine a customer’s level of satisfaction at key interaction times, such as
the moment of purchase, the onboarding process, a support ticket exchange and a
phone or online conversation with customer service.

“Customer satisfaction is one of those things that must be left up to the customer to
define,” said Nate Masterson, CMO of Maple Holistics. “Vendors or service
providers often have a predetermined definition of what a pleased customer looks
like.

1.6 What Is a Good Customer Satisfaction Score?

CSAT respondents can rate a satisfaction with their product or service
based on the following answer choices,
 Very unsatisfied

 Unsatisfied

 Neutral

 Satisfied

 Very satisfied

1.7 key elements that influence “customer satisfaction”

1. Accessibility
You need to ensure that customers are able to find and access of the products and
services efficiently, without barriers and friction, on their chosen channel.
Also, make sure that they can reach your company and obtain good service
whenever they have a question or need assistance to make a purchase decision.

2. Navigation
Navigating and browsing your store should be a straightforward and simple
process. This includes providing users who know what they want with an effective
keyword search or filters but also integrating solutions that guide insecure shoppers
to help them identify suitable products quickly.

A website that’s difficult to navigate will only lead to customer frustration and a
loss of potential customers.

3. Page Load Speed

It’s a simple rule: the faster your website loads, the happier your visitors. If one of
your pages doesn’t appear lightning-fast, your customer will move on to speedier
online stores. In fact, the Aberdeen Group found that,“A 1-second delay in page
load time equals 11% fewer page views, a 16% decrease in customer satisfaction,
and 7% loss in conversions.”
According to a survey by Akamai and Gomez.com, 79% of web shoppers who
experience a slow website say they would not return to the site to buy again and
around 44% of them would tell a friend about the poor online shopping experience.

4. Language
Speaking to your customers in their preferred language is pivotal for your business.
More than 50% of consumers won’t make a purchase if information about a
product isn’t available in their language.
However, language doesn’t only apply to language in terms of geographical
demographics but also how certain phrases or terms resonate with your audience
and reflect back on your business. Use user-friendly language and avoid industry
specific jargon that could cause confusion and rob you of an opportunity to connect
on a personal level.
Without great communication, there can be no great customer experience.

5. Memory
According to Harvard Business Review, customers become frustrated if they have
to repeat themselves. Consumers feel comfortable switching from one channel to
another and expect their information and data to follow them along. They don’t
want to be asked for the same details over and over again, regardless of the channel
or department, they’re interacting with.
Memory also means remembering your customer’s needs and wants to avoid trying
to sell products to customers, which they already have or clearly have no interest
in.

6. Personalized
It’s kind of ironic that shoppers want personalized experiences in a sphere in which
so many business and personal interactions can be anonymous.

By personalizing the experience and sharing the right content, at the right time
with the right people, you can make interactions faster, easier and more efficient
for your customers.

This results in increased customer satisfaction and the likelihood of repeat visits.
7. Convenience
Convenience is an essential element of a positive customer experience. It
influences how customers make decisions about what to buy, what services to use,
where to go, and with whom to engage.

It consists of 5 key variables

1. Decision Convenience: How quickly and easily a customer can decide what
to shop at your store?
2. Access Convenience: How easily is your store is accessible?
3. Benefit Convenience: What core benefits does a customer receive at your
store like receiving great customer service?
4. Transaction Convenience: How quickly can the customer complete the
payment?
5. Post-Benefit Convenience: How effectively are you handling post-purchase
issues like replacements or return of products?
If the perceived convenience is low, your customer will see interacting with you as
work. If they struggle to do business with you during any of the areas above, then
they’re more likely to go elsewhere.

8. Intuition
Customers value companies that “really get them”. Some companies simply have a
good intuition or “sixth sense”. They are proactive and anticipate the needs and
emotions of customers. Companies who know what their customers want before
they want it or solve a problem before customers even know it exists are able to
create better, more convenient experiences and a trust-based relationship.
For example, Southwest Airlines has a team called Proactive Customer
Service that works with 14 other departments to ensure operational efficiencies,
effective communications, and better customer accommodations. Their job is to
evaluate flight disruptions, determine the customer impact, and reach out to
customers proactively so the customer doesn’t have to reach out to them.

9. Real-Time
If you want to capture the attention of your audience, think about how you can take
advantage of real-time experiences. It’s about showing up when your customers
need you. Real-time interactions are becoming increasingly important to the
modern consumer. They expect real-time responses and faster resolutions.

For instance, “instant chat” and chatbots have emerged as a highly popular

marketing solution for companies that want to provide their customers immediate
access to information and show the more human and authentic side of their
business.

10. Simplicity
Simplicity is key. It is one of the easiest ways to improve your chances of getting
your customer’s business is by making the process as simple as possible. You need
to take away the intricacy and complexity related to decision-making by advising
and supporting customers throughout their journey.
A study of the Latin American life insurance market observed that 40% of people
who purchased a life insurance policy and were happy about their experience said
it was because of a simple buying process.

11. Logic
There is a difference between emotional customer satisfaction and logical customer
satisfaction.
  Emotionally satisfied customers are extremely satisfied with the products
and services the company provides and have a strong emotional attachment to
the company.
 Logically (or rationally) satisfied customers may be extremely satisfied
with the company but lack the strong emotional connection of customers who
are emotionally satisfied. They essentially behave no differently than
customers who are dissatisfied. They have no reason to remain loyal.
To convert logically satisfied customers into emotionally satisfied customers, you
have to provide customers with logical reasons why they should do business with
you over your competitors. This means understanding their expectations to meet or
even exceed them.

12. Deliverability
According to an Econsultancy report, 48% of customers are not willing to wait
more than five days for most of their purchases, while 23% said they would be
willing to wait eight days or more.
Shipping time does not only influence purchase decisions but also has a major
impact on customer satisfaction.

13. Choice
The more choices you can give your customers during the buying process, the
more likely they are to feel in control of the experience that they have with your
brand.

However, when offering choices make sure to support your customers and enable
them to figure out the optimal choice that is right for them.
Choice overload and the Paradox of choice are very real in today’s environment
and are a growing concern for retailers and brands.

14. Community
Today, customers are doing more and more research online before they make a
purchase. It’s important to consider the community that exists around your brand.
Even if you don’t have an active part in building your community, one will form
around your business – on social media, websites, and review forums.

The best way to take charge of your brand reputation is to make sure that you
engage with your community whenever possible. Even when someone has
something bad to say about your business, learn how to respond from a positive
perspective, by offering a solution to a problem.

15. Moment of Truth

Finally, the “moment of truth”. It defines the make-or-break moments in the
customer journey, that influence whether the customer will continue the journey,
complete the task or interaction and continue to business with you. If things go
awry during these specific moments, consumers will not complete the interaction
and will go elsewhere.

By identifying the moments of truth in the customer journey, you’ll be able to

focus on optimizing the interactions that truly impact the customer experience and
customer actions.

“A customer can have lots of questions, issues and transactions, but there may
be only a few that really make a difference in whether they will buy from you
again or recommend you. What issue, transaction or touchpoint has the greatest
impact on the customer’s willingness to buy again and their willingness to
recommend you? That becomes the defining moment.”

 
CHAPTER-2 COMPANY PROFILE

CHAPTER-2(COMPANY PROFILE)
2.1 Introduction of Online Food Delivery
Online food ordering is the process of food delivery or takeout from a local
restaurant or food cooperative through a web page or an app. Much like ordering
consumer goods online, many of these services allow customers to keep accounts
with them in order to make frequent ordering conveniently. A customer will search
for a favorite restaurant, usually filtered via type of cuisine and choose from
available items, and choose delivery or pickup. Payment can be amongst others
either by credit card, debit card, online payment or cash, with the restaurant
returning a percentage to the online food company. The e-services market segment
Online Food Delivery contains the user and revenue development of two different
delivery service solutions for prepared meals: (1) Restaurant-to-Consumer
Delivery (2) Platform-to-Consumer Delivery Revenue includes the gross
merchandise value (GMV) which is defined as the total sales dollar value for
merchandise/food sold through the Online Food Delivery marketplace. Online
Food Delivery comprises services which deliver prepared meals and food that was
ordered online for direct consumption. The Restaurant-to-Consumer Delivery
segment includes the delivery of meals carried out directly by the restaurants. The
order may be made via platforms or directly through a restaurant website (e.g.
Domino's,). The Platform-to-Consumer Delivery market segment focuses on online
delivery services that provide customers with meals from partner restaurants that
do not necessarily have to offer food delivery themselves. In this case, the platform
(e.g. Zomato, Swiggy, Uber eats) handles the delivery process.

2.2 History of Online Food Delivery Industry

The first online food order was a pizza from Pizza Hut in 1994. The first online
food ordering service, World Wide Waiter (now known as Waiter.com), was
founded in 1995. The site originally serviced only northern California, later
expanding to several additional cities in the United States. By the late 2000s, major
pizza chains had created their own mobile applications and started doing 20-30%
of their business online. With increased smartphone penetration, and the growth of
both Uber and the sharing economy, food delivery startups started to receive more
attention. Instacart was founded in 2012.] In 2013, Seamless and
Grubhubmerged.By 2015, online ordering began overtaking phone ordering. As of
September 2016, online delivery accounted for about 3 percent of the 61 billion
U.S. restaurant transactions.

2.3 Online Food Service in India

A decade back eating out had not been a prominent feature in an Indian’s life but
over the years, due to changing consumption pattern, eating out has gained
momentum. This changing pattern has ensured constant growth for the Indian Food
Services market. India’s Food Services market has come a long way from early
1980’s when the number of organized brands were countable and the market
otherwise was dominated by un-organized players. The revolution in this sector
began in 1996 with the opening up of restaurants by McDonald’s, Pizza Hut, and
Domino’s followed by Subway, Haldiram’s, MotiMahal and Barbeque Nation etc.
E-commerce in India is expected to grow from US $2.9 billion in 2013 to a
mammoth US $100 billion by 2020, making it the fastest growing e-commerce
market in the world! E-commerce is also witnessing a spurt in online food &
restaurant service companies, which is expected to reach $2.7 billion by 2019. This
white paper explores drivers of the growth of such online food delivery companies
in India, the current competition and how this affects the brick-and-mortar
restaurant business in India.

2.4 Major Players of Online Food Delivery Marketplace

Zomato

Swiggy

Foodpanda

Ubereats

Tastykhana

2.5 Model of Online Food Delivery Business

Customers on food portal-First of all customers have to visit the on food portal
either on company’s website or on the mobile application.

Search and choose food with quantity-Then the customers have to search for the
food which they want to have and they can also order it from the desired restaurant
with the quantity of food they want to order.

Finalise order-After surfing the food with quantity customers just need to finalise
the order.
Payment by customer-After selecting the desired food customers have to make
the payment. It could be done via debit/credit card or else cash on delivery option
is also available for the customers.

Online store owner- The marketplace owner cuts commission & routes order to
restaurant for delivery.

Restaurant process order- Then the restaurant process and prepare the food
which is ordered.

Merchant or 3rd party delivery service- At the end food is prepared and it is
delivered either by the restaurant or by 3rd party delivery services.

2.6 Market Size in India

The meaning of foodtech has evolved over the years. Earlier, it referred to food
processing and the technology used for its manufacturing. Now, it pertains to the
online food ordering and delivery services market. Adequate funding and
investments in this market space have enabled companies to provide online food
delivery services that have never been seen before. The popularity of online food
delivery service can be attributed to the several benefits it provides, such as food
delivered to the doorstep of the customer, various payment options, attractive
discounts, rewards, and cashback offers. Restaurants and cafes also find it
profitable to sell their food through online mediums since it reduces a significant
amount of operational overheads. College students, working couples and office
goers are the key target audience of foodtech companies. More than 80% of the
orders that come on these online food delivery platforms are from the top five
Indian cities, out of the 20 where they are active. The report online food delivery
market in India (2018-2023) takes a look at the current market scenario, its
segmentations, drivers and deterrents of growth, investments, the competitive
landscape, and recent developments.  Revenue in the Online Food Delivery
segment amounts to US$8,167m in 2019.  Revenue is expected to show an annual
growth rate (CAGR 2019-2023) of 9.1%, resulting in a market volume of
US$11,569m by 2023.  The market's largest segment is Restaurant-to-Consumer
Delivery with a market volume of US$7,477m in 2019.  In global comparison,
most revenue is generated in China (US$38,411m in 2019)

2.7 Pestle Analysis:

Political
Any business firm wishing to enter the overseas market is highly prone to political
risks. The political decisions made by a host country are likely to affect the
organisational productivity and profitability. Extreme political actions can very
detrimental. The digital India campaign that was recently launched by the country's
Prime Minister NarendraModi is more likely to allow the company to get more
internet penetration in India and everyone can easily access from every corner of
the market. Zomato can exploit this opportunity to cover many restaurants of cities
using the Digital India Campaign. The Indian government puts more focus on ease
of doing business in the country because it encourages foreign direct investment. In
this regard, Zomato can be a beneficiary with such kinds of investment. The
government puts emphasis on skill development among the youths who will
eventually help many people with skills and knowledge. Zomato requires skilled
people to enable it to penetrate and establish itself in the market. In this case,
Zomato can hire skilled people from the PradhanMantriKaushalVikasYojana
program that develops skills of the youths.

Economic
Economic Between the periods of 2011 and 2014, Zomato achieved an
overwhelming growth by 1399%. This comes as a result of its tremendous
achievements in 22 countries, thus, contributing effectively to economies of the
countries. Besides, there is a potential rise in service prices after the country
announced a service tax from 12.36% to 14%. This move is likely to affect the
economic well-being of Zomato. Furthermore, the company is initiating cashless
transaction aimed at creating jobs in different countries. As it stands, the company
has 2319 employees, and it has somehow managed to solve the unemployment
problems in the country. Lastly, the company attracts several investments as well
as funding from the government and foreign investment, all of which are good for
the country's economy.

Socio- Cultural
In the last six years, Zomato has turned out to be the country's favourite online
restaurant discovery tool. However, it has influenced the manner in which
individuals select their preferred restaurants. The changing lifestyle patterns and
income levels of the Indian working population, and this is advantageous to
Zomato. This is because many young people and new age working couples like eat
out, with this category attracting about 30% in 2012. For this reason, user
engagement in its website is therefore critical for customer participation. Finally,
customer service Zomato has been amazing and going by the friendly replies from
the customers, the company has managed to maintain customer loyalty. As a
dimension of social engagement with people, Zomato stays ahead over its
competitors.

Technological
Zomato has enjoyed a greater advantage by using technology in designing a
beautiful user interface that makes it easier for the users to browse. One advantage
that Zomato continues to enjoy out of this kind of technological innovation is that
the service is much faster despite the fact that the high resolution is needed for the
menus. In essence, the technology encourages online services. For example,
incorporating what the restaurant into mobile app helps the customers to select the
restaurant on the go. The restaurant information is customised in a manner that the
customer to obtain the information he or she needs without necessarily making a
hassle. Technology also makes the company have a good business model that
keeps the customers' information. The only thing a customer is required to do is to
log and use the service. This move exposes the company to a competitive
environment with the likes Google. However, since the product is purely made to
for Indian restaurants, it cannot serve the demands of the global market. Therefore,
Zomato has used technology effectively to achieve competitive advantage

Environmental
Achieving business sustainability is dependent on how the company addresses the
ecological requirements and in online food delivery business these days all major
players come up together to work for environmental welfare. Bengaluru-based
food ordering and delivery platform Swiggy has announced the launch of ‘Swiggy
Packaging Assist’, a new initiative that will help restaurant partners access a range
of innovative packaging solutions.. Also, Gurugram-based restaurant search and
discovery service Zomato has expressed its concern over the environmental
hazards caused due to plastic packaging. It has introduced a new feature in their
app that enables customers to opt out of cutlery when they order, thereby reducing
the use of plastic.

Legal
The company is required by the Indian law to comply with all regulations that
control technology firms in the country. This ensures that it is used effectively
without being subjected to abuse. The Food Safety and Standards Authority of
India (FSSAI) has issued revised guidelines that directly impact online food and
grocery operators such as Grofers and BigBasket as well as food delivery
platforms like Swiggy and Zomato. The national food regulator said it's stepping
up scrutiny of ecommerce food companies because there can be no compromise on
last-mile delivery and safety of food products. Food products offered for sale are
liable to sampling at any point in the supply chain. Companies will also need to
provide an indicative image of the food on their platforms so that consumers can
recognise the product. All mandatory information mentioned in the Food Safety
and Standards (FSS) Act will also have to be provided to consumers before
purchase and only fresh food should be delivered to consumers.

2.8 Introduction of company

Zomato is a restaurant search and discovery app and website, providing in-depth
information about restaurants. Zomato is used by consumers globally to discover,
rate and review restaurants, as well as create their own personal network of
foodies for trusted recommendations. In addition to restaurant search and
discovery, it has expanded its offering to include Online Ordering, Table
Reservations, a Whitelabel Platform and a Point-of-Sale system, creating the
technology to connect restaurant businesses and customers .

2.9 History of Brand Zomato

Zomato is a fastest growing restaurant discovery website, established in 2008 by
Deepinder Goyal and Pankaj Chaddah. Initially, it was named as Foodiebay but in
2010, it was renamed as Zomato The brand name was changed due to a possible
move outside of the food vertical and also to avoid a possible conflict with eBay,
because the earlier brand name Foodiebay contained ‘ebay’ in it. . It provides not
only information related to nearby restaurants but also provides facilities such as
online ordering, table reservations and management. Zomato currently serves in
10,000 cities across 36 countries having 1.2 million popular restaurants with 80
million foodies every month. It is available in 10 different languages and has 10
million reviews with 18 million bookmarks. It gives a platform to the restaurants
owners to serves a large number of users a good quality of food.
The online food delivery space in India is dominated by two big players- Zomato
and Swiggy. There are other players like Foodpanda, JustEat, TastyKhana and
FoodMingo but the competition for the No 1 position is majorly confined between
Zomato and Swiggy, backed by big global investors and a large user base. Zomato
started as the website Foodiebay.com, by Deepinder Goyal, a post-graduate from
IIT Delhi. Foodiebay officially started in July 2008 with a list of 1,200 restaurants
in the Delhi NCR region. This database expanded to 2,000 restaurants by end
2008. Expanded its reach to Kolkata, Mumbai, Bangalore and Pune within the next
six months That is when Info Edge (India), the parent company of the Naukri.com
group, invested 4.7 crore (US$1 million) in the business.
.
Funding
Between 2010 and 2013, Zomato received its biggest funding of approximately
USD 16.7 million (INR 167, 000, 00) from “Info Edge India”. This gave them a
57.9% stake in the company. In the November 2013, another lucky round of
funding got a new investor to pitch in- Sequoia Capital. They with Info Edge took
the total sum of that round to USD 37 million. In a fresh round a year later, Info
Edge, Sequoia, and a new investor- Vy Capital raised USD 60 million for the
company. The total funding of Zomato by the beginning of 2015, was a promising
USD 113 million. In 2015, along with the 3 initial investors, Temasek- a Singapore
based investment company, also pitched in, bringing in USD 110 million for that
year. 2016 was a slow year for the company in terms of funding, but 2017 picked
the pace up again with WhatsApp’sNeerajArora adding to the list of investors and
raising a conservative USD 20 million. This racked up the total funding of Zomato
to USD 223.8 million since its founding in 2008. With the most recent rounds of
funding, things started looking peachy for the company in March 2018, especially
with Alibaba’s Ant Financial coming into the picture with a whopping USD 150
million.

Competition
Zomato competes with other restaurant discovery and food delivery platforms such
as Swiggy, Dineout, Grubhub, Yelp, DoorDash, JustDial, etc.

Acquisitions:
Zomato has acquired 12 startups globally. In July 2014, Zomato made its first
acquisition by buying Menu-mania for an undisclosed sum. The company pursued
other acquisitions such as lunchtime.cz and obedovat.sk for a combined US$3.25
million. In September 2014, Zomato acquired Poland-based restaurant search
service Gastronauci for an undisclosed sum. Three months later, it acquired Italian
restaurant search service Cibando. Zomato acquired Seattle-based food portal
Urbanspoon for an estimated $60 million in 2015. Other acquisitions of 2015
include Mekanist in an all-cash deal, the Delhi based startup MapleGraph that built
MaplePOS (renamed as Zomato Base, and NexTable, aUSbased table reservation
and restaurant management platform.
In 2016, the company acquired Sparse Labs, a logistics technology startup and the
food delivery startup, Runnr, in 2017.
In September 2018, Zomato acquired Bengaluru-based food e-marketplace
TongueStun Food for about $18 million in a cash and stock deal.

Growth:
As funding started picking up the pace in 2010, Zomato’s presence across India did
too. By 2011 the company after establishing a monopoly in Delhi NCR moved to
cities like Pune, Bangalore, Chennai, Hyderabad, and Ahmadabad.

It kept pace with the smartphone boom too, by introducing its mobile app at this
point in time. The company in order to keep up with its hip brand image and humor
its audiences launched a .xxx domain which had pictures strictly dedicated to food
porn.
By 2012, overseas operations of Zomato started operating in full gear with the
UAE, Sri Lanka, Qatar, United Kingdom, Philippines, and South Africa becoming
a part of its user base. In 2013, countries like Turkey, Brazil, and New Zealand
were also added to the list. While its expansion was happening in full force,
Zomato also started acquiring foreignbased companies to maximize its business. In
2013 it acquired Portuguese company Gastronauci and the Italian service Cibando.
A big acquisition came in when they got a hold of the American service called
NexTable which catapulted Zomato into the US market’s competition.

About the Founders

Zomato was founded by Deepinder Goyal and Pankaj Chaddah, both of whom are
from IIT, Delhi. Deepinder Goyal currently serves as the Chief Executive Officer
(CEO) at Zomato. Prior to launching Zomato, he used to work at Bain & Company
as a Senior Associate Consultant. Pankaj Chaddah is the co-founder and prior to
launching Zomato, he had worked at Bain & Company as a Senior Analyst and
Associate Consultant.

2.10 SWOT ANALYSIS

Strength:-

Evergreen industry – The restaurant industry is an evergreen industry. Sure, there

may be recessions and other downturns which might affect the industry. But
overall, this industry is going to stick around at all times and is only going to grow
with rising disposable income.

Fast Expansion – It is appreciative that Zomato has expanded so fast. It is already

in 24 countries and is expanding year on year.

Fantastic design of the app – Zomato has regularly won awards for its app design
and for its user-friendliness. The App design is fantastic and it helps you discover
restaurants nearby as well as in an area you are going to visit.
Number of users – Zomato has a huge number of users using their app. At the
same time, the site also has 90 million visitors a month approximately. With so
many users following the app and site, there are more reviews and hence more
chances to find better restaurants.

Fantastic marketing– You can find Zomato working for its own marketing offline
as well as online. Its print ads are hilarious and make an immediate connect with
the audience. It is strong on Social media marketing and uses a combination of
ATL and BTL strategies to attract and retain customers.

Weaknesses:-

Security issues for the app – A major issue for Zomato in the past has been some
security issues due to which the app was hacked and at least 17 million users’ data
was copied. Such security issues are a nightmare for internet companies.

Still a lot of expansion required – Considering that the app has established in 24
countries, there is good expansion. But at the same time, the app has been started 7
years back and with the amount of funding available for Zomato, the expansion
can be much faster. It is allowing other services to establish themselves in this
niche before it reaches their country.
Opportunities:-

Further expansion – The number 1 opportunity for Zomato is to expand to more

countries and establish its base faster. Service industry has a major problem that
services can be copied very fast and very easily. As a result, it is critical for
Zomato to establish and expand itself faster.

Cloud restaurants – Zomato is coming up with the concept of Cloud restaurants

wherein restaurants will not have to get a physical space to actually sell their food
products. Instead, they can sell from Zomato.

Creating a community – Zomato does have a huge following but the users do not
interact with each other. Creating a forum and a community out of the users
already following Zomato can be a huge benefit for the brand.

Adoption of the internet and Smartphones – There is a huge increase in the

adoption of Internet across developing and underdeveloped countries as well.
Similarly, adoption of smartphone has also increased. Thus more and more orders
and research about restaurants can happen online instead of through physical visits.

Threats:-

Google’s schema module – One of the major threats Zomato faces right now is
the Schema module of Google wherein google locations itself is getting in
restaurant recommendations. Even google homepage shows the google maps page
where you can search for restaurants within your locality. Google being such a big
brand, zomato faces huge competition from them.

Market followers and challengers – In the service industry, it is very easy to

replicate the success of another service product or offering. Similarly, marketing
followers and challengers can slowly take away the market share of Zomato.
Intense competition from National and international brands - With expansion to
various countries, it now has competitors like Yelp (revenue $377.5 million) which
are much older and bigger than Zomato. On the other hand, we have small players
which are slowly covering ground in domestic area.
 CHAPTER -3
REVIEW OF LITERATURE
 CHAPTER-3 (REVIEW OF LITERATURE)

3.1 What is a Literature Review?

 Literature Review is a comprehensive summary of previous research on a
topic. The literature review surveys scholarly articles, books, and other sources
relevant to a particular area of research. The review should enumerate, describe,
summarize, objectively evaluate and clarify this previous research.  It should give a
theoretical base for the research and help you (the author) determine the nature of
your research.  The literature review acknowledges the work of previous
researchers, and in so doing, assures the reader that your work has been well
conceived.  It is assumed that by mentioning a previous work in the field of study,
that the author has read, evaluated, and assimiliated that work into the work at
hand.
A literature review creates a "landscape" for the reader, giving her or him a full
understanding of the developments in the field.  This landscape informs the reader
that the author has indeed assimilated all (or the vast majority of) previous,
significant works in the field into her or his research. 

 "In writing the literature review, the purpose is to convey to the reader what
knowledge and ideas have been established on a topic, and what their strengths and
weaknesses are. The literature review must be defined by a guiding concept (eg.
your research objective, the problem or issue you are discussing, or your
argumentative thesis). It is not just a descriptive list of the material available, or a
set of summaries.

The literature review is important because:

• It describes how the proposed research is related to prior research in statistics.

• It shows the originality and relevance of your research problem. Specifically,
your research is different from other statisticians.

• It justifies your proposed methodology.

• It demonstrates your preparedness to complete the research.

3.2 ABSTRACT
1).Suryadev Singh Rathore, MahikChaudhary “Consumer's Perception on Online
Food Ordering.”(2018): The study found out that recent development of the
Internet has augmented the e-commerce industries in a country like India. E-
commerce development has made Online food ordering services seamless for
people who want to get food delivered at their doorstep. Although consumers
continue to go out for the meals, consumers feel very convenient to order food
online since it frees the customer from personally visiting the restaurants. In this
study, our main focus was to analyze the perception of consumer towards Online
food ordering services. In order to understand what factors have played a dominant
role to attract consumer in the developing country like India towards them, we
decided to study on the consumer perception on online food ordering. In this
research paper, two objectives were set for study. The first one was to identify the
factors which influence the consumer to order food online and the other one was to
know the consumer preferences on online food ordering services provider. To
achieve these objects surveyof 300 people was held to gather the information.
Survey successfully helped to understand the behavior and perception of people for
online food ordering. It shows how easily people search for a favorite restaurant,
choose from available items and place their orders in just a few minutes.
2).H.S. Sethu&bhavyasaini “Customer Perception and Satisfaction on Ordering
Food”. (2016): The study revealed that the online food ordering services was used
by 100 percent of the respondents among 250 respondants, and the buying
decisions were largely influenced by opinions of friend’s family and discussions on
online forums. The study reveals that good word of mouth and experiences by
existing customers and online forums decides the success of web based food
shopping.

3).Dr. NehaParashar& Ms. SakinaGhadiyali “A Study On Customer’s Attitude

And Perception Towards Digital Food App Services”. (2017): The study found that
Services are intangible products where in there cannot be any transfer of
possession or ownership, and they cannot be sold but come into existence at the
time they are consumed or bought. Services cannot be stored or transported. Eg:
accounting, banking, cleaning, consultancy, education, etc. Digital services on the
other hand are services that are anything that can be delivered through an
information infrastructure such as the internet, in various forms i.e. applications,
web pages, social media, etc. In the paper the major focus will be on the various
apps that are available either by 3rd party for delivery purpose or by restaurants
themselves for various purposes like delivery, pointing system, in house app
ordering, etc. Consumer behavior is the study of how individual customers, groups
or organizations select, buy, use, and dispose ideas, goods, and services to satisfy
their needs and wants. It refers to the actions of the consumers in the marketplace
and the underlying motives for those actions. From this research paper we would
understand the shift of consumer’s behaviors with the introduction of technology
and what are the different kinds of applications that consumers are satisfied with
and what makes them happy and satisfied about the service. The main objective of
the paper is to understand the relation between facilities and the purchase behavior.
Secondly to find the most popular app in the food delivery industry and understand
as to how have technology played an important role in the restaurant industry.
Keywords: Consumer behavior, Food delivery app, zomato, fasso, e-commerce.

4).According to H.S. Sethu&BhavyaSaini (2016), their aim was to investigate the

student’s perception, behavior and satisfaction of online food ordering and delivery
services. Their study reveals that online food purchasing services help the students
in managing their time better. It is also found that ease of availability of their
desired food at any time and at the same time easy access to internet are the prime
reasons for using the services

5).According to 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 services.

6). According to Leong Wai Hong (2016), the technological advancement in many
industries have changed the business model to grow. Efficient systems can help
improve the productivity and profitability of a restaurant. The use of online food
delivery system is believed that it can lead the restaurant‟s business grow from
time to time and will help the restaurants to facilitate major business online.
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.
7).(Nguyen, 2018): The research is based on Consumer Preference and Attitude
Regarding Online and the study emphasized that using the Internet in seeking food
service information was a common practice among people living in Hanoi,
Vietnam and online interpersonal influences took a fundamental part. 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 Vietnam to
implement appropriate legislation regarding online food product information.

8). Nick Johns (2002), the study examined the foodservice, an under-represented
area in terms of four section, discussing survey work, experimental studies, and
investigations of consumer behaviour in the food service industry. Ahmad Al – Tit
(2015), the study analyses that the service quality and food quality have a positive
influence on customer satisfaction. In addition, service quality dimensions besides
satisfaction of customer on retention. CarstenHirschber et al (2016) evaluate that
online’s food supply broke 30 percent, which changes the condition of market for
food delivery. Sainath Reddy K, Chaitanya KGK, Abhinav M and Feiroz Khan
TH(2016), the authors observed that the system was successful in overcoming the
problems by cost effective development in the field of on-line food service. Anh
Kim Dang (2018), the study suggested the consumers whenever purchasing the
desire food products on the Internet, to online food retailer to implement
appropriate legislation regarding trading through legalized way.

9). Kimes(2011) said that The amount of increase in online food ordering is
because of convenience and control. Almost half of the populations has ordered
food online. Personal interaction with restaurant employees, satisfaction level of
consumers after ordering food online and changed behavior of the consumers
regarding food mobile ordering Apps shows the perception of consumers for
mobile food ordering apps.

10).Parashar and Ghadiyali(2002) stated that A huge rise in digital technologies

have given rise to the industry because of which Zomato has become one of the
most popular online food ordering service. With the boom in the digital industry,
market size of food is expected to reach 42 lac crore by 2020. These apps should
also be trustworthy. One more major reason for the customers getting attracted
towards these apps are the special offers given to them. The best way for the
marketer to promote these apps is through social media.

11).J. Das(2018) has studied, analyzed and compared the top 4 food delivery apps
namely, Zomato, Swiggy, Foodpanda and Ubereats. Providing better discounts”
and “better choices of restaurants”, Zomato is positioned at the top by the
customers. Zomato is also positioned at the top by the customers while considering
on delivery on time and good customers service. In both the situations, customers
ranked Ubereats at the last position.The online food ordering apps were analyzed
by the researcher on the basis of certain characteristics. Majority of the consumers
were aware about purchasing on the internet and found that it is very convenient to
use internet.
12).Study on the relation between customer experience and customer satisfaction
in the online food ordering industry Liuying Huang Zhejiang University, China &
Ruru Huang Zhejiang University, Hangzhou, China.This paper focuses on studying
the relation between customer experience and customer satisfaction in the tourism-
destination hotel. With literature review, questionnaire survey and data analysis,
the relation between brand experience and customer satisfaction is explored.It is
proved that perceived value eventually has mediating effect between brand
experience factors and customer satisfaction According to the conclusions, this
research provides some suggestions and managerial implications for online apps.

13).According to Adithya R., Singh, Pathan and Kanade(2017), A food menu is set
in the online food ordering system so that the customers can place their orders
successfully and with this they can also track their orders. Also, various facilities
are also provided by these apps for making its access convenient for the customers.
It also stated that the Customers perceptions about food and services are very
important for the food and service industry because it helps them to identify the
needs and preferences of the customers and satisfy them. In this study the
perception of the customer were judged on various factors.

14).Dang and Tran(2018) said that Internet has played a major role in increasing
the awareness of the online food delivery apps. Through internet, people can
search about foods and restaurants, compare their prices and their services and
have easy access to them. Internet has made all these things convenient for the
customers.

15).(Pathan, December 2017): According to the proposed system is based on user’s

need and is user centered. The system is developed in considering all issues related
to all user which are included in this system. Wide range of people can use this if
they know how to operate android smart phone. Various issues related to
Mess/Tiffin Service will be solved by providing them a fullfledged system. Thus,
implementation of Online Food Ordering system is done to help and solve one of
the important problems of people. Based on the result of this research, it can be
concluded: It helps customer in making order easily; it gives information needed in
making order to customer. The Food website application made for restaurant and
mess can help restaurant and mess in receiving orders and modifying its data and it
is also made for admin so that it helps admin in controlling all the Food system.
With online food ordering system, a restaurant and mess menu online can be set up
and the customers can easily place order. Also with a food menu online, tracking
the orders is done easily, it maintain customer’s database and improve the food
delivery service. The restaurants and mess can even customize online restaurant
menu and upload images easily. Having a restaurant menu on internet, potential
customers can easily access it and placeorder at their convenience. Thus, an
automated food ordering system is presented with features of feedback and
wireless communication.

16).(Mohitkumar, 1 may 2017): Online reviews have an important role in

consumer decisions for purchasing products with one survey reporting that 90
percent of individuals indicated that positive reviews affected their purchase
decisions and 80 percent indicated that negative reviews affected their purchase
decisions (Dimensional Research, 2013). Restaurant reviews are the most
commonly searched topic in online reviews with 67 percent of consumers
searching for reviews about restaurants (BrightLocal, 2013) and 15 percent
indicating that they use online review Web sites every time to search for restaurant
reviews (Ghiselli and Ma, 2015). Although online restaurant reviews are important
to consumers, there appears to be limited research on the topic of how restaurant
reviews influence consumers to choose to purchase at restaurants. One study of an
anonymous Chinese restaurant review Web site found that positive reviews and
greater number of reviews were associated with increased restaurant sales while
negative reviews were associated with decreased restaurant sales (Lu, et al., 2013).
S.N TITLE OF AUTHOR OBJECTIVES FINDINGS CONCLUSION OBSERVATION
O PAPER
1. Consumer's Suryadev To analyze Most people By conducting In this study
Perception on Singh the impact use food the above the main focus
Online Food Rathore, of online online research it was was on factors
Ordering. MahikChau ordering of services known that the which
dhary food on because it food apps are influence the
customers. provides successful in consumer to
One of the offers and capturing a order food
objectives of discount so market in Indian online and the
this research as to avail economy as other one was
was to such offers almost every to know the
understand they use it. person uses it. consumer
how does preferences on
onilne online food
ordering of ordering
food has services
influenced provider
and changed
the way of
their eating
habits.
2 Customer H.S. To know People These apps also The buying
Perception Sethu&bhav customer mostly help to achieve decisions were
and yasaini perception choose local digitalization as largely
Satisfaction about vendors the most influenced by
on Ordering ordering while preferred opinions of
Food”. food from ordering payment method friend’s family
different food. The is Paytm. These and
online food average apps are easy to discussions on
ordering spending by use and satisfy online forums.
apps a customer the consumer The study
on these apps needs by reveals that
monthly is providing quality good word of
approx 10% services to them. mouth and
of their experiences by
income and existing
mostly customers and
people use online forums
for lunch and decides the
dinner success of web
purpose. based food
shopping
3 A Study On Dr. The major From this Digital services The main
Customer’s NehaParash focus was research are services that objective of the
Attitude And ar& Ms. on the paper we are anything that paper is to
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Towards iyali that are understand through an relation
Digital Food available the shift of information between
App Services either by 3rd consumer’s infrastructure facilities and
party for behaviors such as the the purchase
delivery with the internet, in behavior.
purpose or introduction various forms Secondly to
by of i.e. applications, find the most
restaurants technology web pages, popular app in
themselves and what are social media, etc. the food
for various the different and are helpful delivery
purposes kinds of in every field not industry and
like applications only in ordering understand as
delivery, that food but getting to how have
pointing consumers reviews about technology
system, in are satisfied the restaurants played an
house app with and also. important role
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etc. them happy restaurant
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about the
service.
4 A study on H.S. To study The study is It is a found that The study
the student’s Sethu&Bha how online basically
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behavior and delivery know how availability of online food
satisfaction of services are students
students desired purchasing
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ordering and the online food food at any time services help
delivery consumers delivery
and at the same the students in
services. like students services at
,employees their work time easy access managing their
and all place or even
to internet are time better.
at their
homes. the prime
reasons for using
the services

5 A study on the Sheryl E. To know Users The online In the survey

perceived Kimes what are the already have portals should be conducted
control and (2011), factors that knowledge more used ,among 100
perceived non users of using friendly so that people there
 convenience are facing these sites non- users were 25 people
associated problem in but Non- doesn’t hesitate who dint use
with the to using users need in using it. these online
online food online food more food delivery
ordering delivery personal services so
services were services. interaction they were
for both users and also had asked about the
and non-users. higher problems and
technology helped them to
anxiety to know about
use the these sites
services. more .
6 Technological Leong Wai The use of Efficient Effectiveapplicat The use of
Advancement Hong online food technological ions, web pages, applications
in online food delivery systems will social media, etc. for online
industry system is help to and are helpful ordering is
believed that improve the in every field not increasing day
it can lead productivity only in ordering by day for the
the and food but getting ease of people.
restaurant‟s profitability reviews about
business of a the restaurants
grow from restaurant also.
time to time
and will
help the
restaurants
to facilitate
major
business
online
7 A study on Nguyen This article The study In conclusion, A study was
Consumer reviews helped to there has been conducted to
Preference recently learn about much recent know each
and Attitude published customers activity in ythe respondants
Regarding research perception consumer view and
Online and about about using behavior/psychol experience
the study consumers different ogy regarding about their
emphasized using apps for online food experience
that using the internet ordering delivery system while ordering
Internet in service for food instead most of them food online
seeking food ordering of going to were satisfied
service food online restaurants. but some were
information which not.
results in
saving time
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8  Binus RiantoNurca This The results The emergence  facilities and
Business hyo (Bina research of this of new food quality of
Review Nusantara aimed to research ordering app service
University) determine indicate that increases the variable have a
AnnisaFitriy the the variables competition in significant
ani (Bina influence of of facilities, the hospitality effect on
Nusantara the facilities, service industry. customer
University) the quality quality, and satisfaction
Irma of service to customer variables.
NurHudda customer satisfaction
satisfaction significantly
and its affect
impact on customer
online food loyalty
service variables
customer simultaneous
loyalty in ly or
this industry partially.
9 A Study on Nick Johns The study To analyse The present The study
consumer analyses that the study found a examined the
behaviour in the service relationship significant foodservice, an
the food quality and between on- relationship under-
service food quality line food between represented
industry have a servicing and important factors area in terms
positive the facilities in selecting a on- of four section,
influence on provided by line food discussing
customer the same. delivery survey work,
satisfaction services. Social experimental
media helps the studies, and
on-line service investigations
provider of food, of consumer
by advertising in behaviour in
their media and the food
websites. service
industry.
10 A study on Kimes The study This study Food mobile Almost every
increase in reveals the ordering Apps people use
helps to
online food reason of shows the these apps for
ordering Increase in know about perception of their
industry online food consumers for convenience
how
ordering is mobile food and to get
because of convenient is ordering apps. better facilities
 convenience online without
and control. moving out.
odering for
Almost half
of the people
populations
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food online.
11 Rise in digital Parashar Zomato has Zomato has The reason for Promotional
technologies and become one become one the customers Strategy of
has given rise Ghadiyali of the of the most getting attracted Zomato has
to different leading popular towards these helped to
online food online online food apps are the increase the
ordering business for ordering special offers number of
industries food service as it given to them customers
ordering provides dynamically
more
convenience
to people.
12 Acomparative J. Das The Zomato was In conclusion, Uber eats were
study of top objective of in leading Zomato is at last position
four online the study position positioned at the amongst
food delivery was to according to top by the swiggyzomato
apps choose the customers customers. and food panda
best delivery because of Zomato is also because of its
app amongst its service positioned at the poor customer
the 4 deliver and coupons top by the service.
apps as provided. customers while
ratings considering on
provided by delivery on time
the and good
customers customers
service.
13 Study on the Ruru Huang This paper With It is proved that According to
relation And focuses on literature perceived value the
between Liuying studying the review, eventually has conclusions,
customer Huang relation questionnaire mediating effect this research
experience between survey and between provides some
and customer customer data analysis, experience suggestions
satisfaction experience the relation factors and and managerial
in ordering and between customer implications
food by customer customerexp satisfaction for customer
different satisfaction erience and satisfaction.
applications in ordering level of
food by customer
different satisfaction
applications is explored.
14 A study on Adithya R., Customers In Customer Customer
customer Singh, perceptions perception of perception is one perception tells
perception Pathan and about food the customer of the important how satisfied
Kanade and were judged factor and play a the customer is
serviceplays on various great role not about the
an important factors . only in food service
role for the industry but provided and it
food and every other is immensely
service industries also. important for
industry industries like
food ordering
15 A study on pathan The paper The most In conclusion, it It is observed
importance of focuses on popular used was found that that these
users need in different sites are there has been a sectors has also
online online shopping great change in helped in
industries industries sites and the economy increasing
like shopping, and their food because of the knowledge of
food role in ordering online industries the people and
ordering,touri economic sites. as customers buying
sm etc. development don’t need to go behavior is
of the out instead can also improved
country. be at their place
and purchase
almost
everything
within a click.

3.3 ResearchGap

Research gap is a research problem or problem which has not been answered
correctly or at all in a given field of study.
 Consumer’s purchasing decision is directly connected to the advertisement which
has been proved by various researchers but the factors which were left unstudied to
the extent of the reviewed literature are as follows:

 There are various factors affecting Consumer’s attitude and most of the researchers
had not emphasized on non-monetary factors contributing to Consumer’s
purchasing decision.
 The study on the role of online advertising has been mainly conducted at
International level and National level.
 The set of respondents mainly comprises of consumers from other states of India
and not Rajasthan.
 Mostly the earlier studies conducted in this sphere had not taken into consideration
analyzing customer satisfaction on online food ordering for the study.

3.4) Need for the study

Owing to the changing Indian demography, there is need for building up of
infrastructure for processing and marketing of the agricultural yield. As more and
more people in the developing countries are moving towards the cities, urban food
and nutrition issues are becoming increasingly relevant and pressing. There exists
wide disparities between these cities in terms of their geography, history and
culture which make reference to an average urban consumer as an individual
misleading and the identification of consumer groups having different cultural
backgrounds, socioeconomic status, lifestyles and consequently different consumer
behaviour and needs is preferred. Consequently the food and diet patterns of the
various strata of urban population deserves more attention than they have been
given so far, not only for their implications on food and agriculture planning but
also for determining remedial actions and preventive measures. Consumers have
specific needs and expectations with respect to their food. With intensive
urbanisation, large volumes of food move through the systems and the food .

3.5 Objectives

 To analyze the impact of online ordering of food on customers.

 objectives of this research was to understand how does onilne ordering of
food has influenced and changed the way of their eating habits.
 To know the preferences of customers while ordering food online.
 To find how does customers think & how they react while ordering food
online.
 To provide convenient and easy access in placing their orders and payment
 To find out the customers perceptions and knowledge of Electronic food
ordering that influences their buying decisions.
 To analyse what channel is used more frequently in electronic food ordering

 To identify the factors affecting behavior of customers towards on-line food

service

 To analyse the relationship between on-line food servicing and the facilities
provided by the same.

3.6 Research Methodology

Research is an original contribution to the existing stock of knowledge making for
its advancement. it gives us the proper understanding regarding the subject matter
with the help of study, observation, comparision and experiment. in other words,
Sresearchis thus the search for knowledge through objective and systematic
method of finding solution to a problem. This research paper is all based on the
primary data and for its completion of the requirement of the stated objectives of
this research paper are collected by the primary survey through well structured
questionnaire over the online food apps& cover all sampling with 80 respondents
randomly.i ask them questions and recorded their responses accordingly and
summarises them differently and for this research random sampling is used and
percentile methods are also enacted to approach the results very good form for the
best observations.

3.7 Hypothesis:

Ho:There is no significant relationship between factors affecting usage and the

food applications.

H1: There is a significant relationship between the factors affecting usage and the
food applications.

Ho: There is no most popular on-line service for food delivery among the
respondents

H1: There is a most popular on-line service for food delivery among respondents

3.8 Data Collection and Analysis

 The data has been collected both using both primary and secondary sources.
Primary data includes information gathered through questionnaire based on
perception of customers using on-line food service. Secondary data includes the
information collected through periodicals, journals, newspapers, magazines, web
portals etc.
REFERENCES

Chapter 1
https://www.managementstudyguide.com/customer-satisfaction.htm

https://www.hubspot.com/customer-satisfaction

https://www.cmswire.com/customer-experience/what-is-customer-satisfaction-score-csat/

https://study.com/academy/lesson/what-is-customer-satisfaction-definition-examples-quiz.html

https://www.allaboutcalls.co.uk/the-call-takers-blog/6-reasons-why-customer-satisfaction-is-important

Chapter 2

http://www.newspatrolling.com/zomato-company-profile/

https://en.wikipedia.org/wiki/Zomato

https://www.quora.com/What-is-zomato

chapter 3

https://www.rlf.org.uk/resources/what-is-a-literature-review/

https://guides.library.bloomu.edu/litreview

http://www.math.montana.edu/jobo/phdprep/documents/phd6.pdf

http://www.iaeme.com/MasterAdmin/UploadFolder/JOM_05_05_015/JOM_05_05_015.pdf

http://sjput.in/pdf/Marketing%20sample%20project.pdf
 CHAPTER -4

RESEARCH METHODOLOGY
 DATA COLLECTION TECHNIQUE

The data was collected by administering a structured questionnaire to consumers in

Jaipur, Rajasthan. The questionnaire was framed with a view to gather information
on Customer’s Satisfaction with Zomato. Respondents were asked to answer
Multiple Choice Questions. The secondary data were collected from research
publications, standard journals and web.

SAMPLING TECHNIQUE AND SAMPLE SIZE

 Sampling Technique
The Sample has been selected using simple random sampling.
 Sample Size
A sample of 100 customers has been taken using a simple random sampling
method.

DATA ANALYIS AND INTERPRETATION

(Along with tables and pie-chart)
 TABLE 1:

 Age Group Frequency Percent

Valid Below 25 77 77.0
25-35 15 15.0
35-45 4 4.0
Above 45 4 4.0
Total 100 100.0

DIAGRAM 1:

Age

4%
4%

15% Below 25

25-35

35-45

Above 45

77%

INTERPRETATION:

From the information given in the above diagram taken from customers
satisfaction with zomato. It shows that 77% of the respondents are in the age group
of Below 25, 15% of the respondents are in the age group of 25-35, 4% of the
respondents are in the age group of 35-45 and 4% of the customers are in the age
group of Above 45.
 TABLE 2:

 Gender Frequency Percent

Valid Male 46 46.0
Female 54 54.0
Total 100 100.0

DIAGRAM 2:

Gender

46% Male Female

54%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato. It shows that 46% of the respondents are male and 54% of the
respondents are female.
 TABLE 3:

 Income Group (Annual) Frequency Percent

Vali Below 500000 25 25.0
d 500000-1000000 19 19.0
Above 1000000 18 18.0
Others 38 38.0
Total 100 100.0

DIAGRAM 3:

Income Group

25%
Below 500000
38%
500000-1000000

Above 1000000

Others
19%

18%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato. It shows that 25% of the respondents fall in the income group of
Below 500000 ,19% of the respondents fall in the income group of 500000-
1000000, 18% of the respondents fall in the income group of Above 1000000 and
rest 38% of the respondents fall in others category.
 TABLE 4:

 Marital Status Frequency Percent

Valid Married 18 18.0
Unmarried 82 82.0
Total 100 100.0

DIAGRAM 4:

Marital Status

18%

Married Unmarried

82%

INTERPRETATION:
From the information given in the above diagram taken from customer satisfaction
with zomato. It shows that 18% of the respondentss are Married and 82% of the
respondents are Unmarried.

TABLE 5:
  Qualification Frequency Percent
Vali Higher
17 17.0
d Secondary
Graduate 64 64.0
Post Graduate 19 19.0
Total 100 100.0

DIAGRAM 5:

Qualification

19% 17%

Higher Secondary

Graduate

Post Graduate

64%

INTERPRETATION:

From the information given in the above diagram taken from customer
satisafcation with zomato. It shows that 17% of the respondents have completed
their Higher Secondary education, 64% of the respondents have completed their
Graduation and 19% of the respondents have completed their Post Graduation.

TABLE 6
  Employment Status Frequency Percent
Valid Employed for
31 31.0
salary
Self-Employed 10 10.0
A student 51 51.0
A homemaker 8 8.0
Total 100 100.0

DIAGRAM 6:

Employment Status
8%

31%
Employed for salary

Self-Employed

A student

A homemaker
51%
10%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato. It shows that 31% of the respondents are employed for salary,10% of
the respondents are self-employed ,51% of the respondents are students and 8% of
the respondents are homemaker.

TABLE 7:
  Happy with ordering food
online Frequency Percent
Valid Strongly Agree 21 21.0
Agree 61 61.0
Neutral 16 16.0
Disagree 1 1.0
Strongly Disagree 1 1.0
Total 100 100.0

DIAGRAM 7:

Happy with ordering food online

1% 1%

16% 21%
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree

61%

INTERPRETATION:
From the information given in the above diagram taken from customer satisfaction
with zomato . It shows that 21% of the respondents Strongly Agree, 61% of the
respondents Agree, 16% of the respondents are Neutral, 1% of the respondents
Disagree and 1% of the respondents Strongly Disagree when asked if they are
Happy With Ordering Food Online.

TABLE 8:

 The approximate money you Frequency Percent

 spend on ordering food from
zomato per time
Valid Less Than 150 10 10.0
150-300 37 37.0
300-500 34 34.0
Above 500 19 19.0
Total 100 100.0

DIAGRAM 8:

The approximate money you spend on ordering food from

zomato per time

10%
19%

Less Than 150

150-300

37% 300-500
Above 500
34%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato. It shows that 10% of the respondents spend less than 150, 37% of the
respondents spend 150-300, 34% of the respondents spend 300-500and 19% of the
respondents spend Above 500 on ordering food from zomato per time.

TABLE 9:

 The billing process and Frequency Percent

 payment option is easy
and feasible
Valid Strongly Agree 30 30.0
Agree 56 56.0
Neutral 12 12.0
Disagree 1 1.0
Strongly
1 1.0
Disagree
Total 100 100.0

DIAGRAM 9:

The billing process and payment option is easy and feasible

1%1%
Strongly Agree
12% Agree
30% Neutral
Disagree
Strongly Disagree

56%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato. It shows that 30% of the respondents strongly Agree, 56% of the
respondents Agree, 12% of the respondents are Neutral, 1% of the respondents
Disagree, 1% of the rspondents Strongly Disagree when asked if the billing process
and payment option of zomato is easy and feasible.
TABLE 10:
 satisfied with cashbacks and
coupons provided by Zomato Frequency Percent
 Valid Strongly Agree 17 17.0
Agree 48 48.0
Neutral 27 27.0
Disagree 3 3.0
Strongly Disagree 5 5.0
Total 100 100.0

DIAGRAM 10:

satisfied with cashbacks and coupons provided by Zomato

3% 5%
17%

Strongly Agree Agree

27%
Neutral Disagree

Strongly Disagree

48%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato . It shows that 17% of the respondents Strongly Agree, 48% of the
respondents Agree, 27% of the respondents are Neutral, 3% of the respondents
Disagree, 5% of the respondents Strongly Disagree regarding the satisfaction with
cashback and coupons provided by zomato.

TABLE 11:
 The website of Zomato is easy
to use Frequency Percent
 Valid Strongly Agree 26 26.0
Agree 59 59.0
Neutral 13 13.0
Strongly Disagree 2 2.0
Total 100 100.0

DIAGRAM 11:

The website of Zomato is easy to use

2%

13%
26%
Strongly Agree

Agree

Neutral

Strongly Disagree

59%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato . It shows that 26% of the respondents Strongly Agree, 59% of the
respondents Agree, 13% of the respondents are Neutral and 2% of the respondents
Strongly Disagree with the statement that the website of zomato is easy to use.

TABLE 12:
 There is an opportunity to Frequency Percent
make alteration in food
 ingredients
Valid Strongly Agree 15 15.0
Agree 59 59.0
Neutral 19 19.0
Disagree 7 7.0
Total 100 100.0

DIAGRAM 12:

There is an opportunity to make alteration in food

ingredients
7%
15%

19% Strongly Agree

Agree

Neutral

Disagree

59%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato . It shows that 15% of the respondents Strongly Agree, 59% of the
respondents Agree, 19% of the respondents are Neutral and 7% of the respondents
Disagree with the statement that there is an opportunity to make alteration in food
ingredients.

TABLE 13:
 Quality and value for
price paid Frequency Percent
 Vali Strongly Agree 6 6.0
d Agree 54 54.0
Neutral 34 34.0
Disagree 3 3.0
Strongly
3 3.0
Disagree
Total 100 100.0

DIAGRAM 13:

Quality and value for price paid

3% 3%
6%

Strongly Agree Agree

34%
Neutral Disagree

Strongly Disagree
54%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato. It shows that 6% of the respondnets Strongly Agree, 54% of the
respondents Agree, 34% of the respondents are Neutral, 3% of the respondents
Disagree, 3% of the respondents Strongly Disagree with the quality and value for
price paid.

Table 14:

 Packaging material used by Frequency Percent

 Zomato is fully hygienic
Valid Strongly Agree 9 9.0
Agree 55 55.0
Neutral 32 32.0
Disagree 2 2.0
Strongly Disagree 2 2.0
Total 100 100.0

DIAGRAM 14:

Packaging material used by Zomato is fully hygienic

2% 2%
9%

Strongly Agree Agree

32%
Neutral Disagree

Strongly Disagree
55%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato. It shows that 9% of the respondents Strongly Agree,55% of the
respondents Agree, 32% of the respondents are Neutral, 2% of the respondents
Disagree , 2% of the respondents Strongly Disagree with the statement that the
packaging material used by zomato is fully hygienic.

TABLE 15:
 The dish ordered keep pay Frequency Percent
 value with your taste
Valid Strongly Agree 6 6.0
Agree 46 46.0
Neutral 44 44.0
Disagree 2 2.0
Strongly Disagree 2 2.0
Total 100 100.0

DIAGRAM 15:

The dish ordered keep pay value with your taste

2% 2%
6%
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
44%
46%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato . It shows that 6% of the respondents Strongly Agree, 46% of the
respondents Agree, 44% of the respondents are Neutral, 2% of the respondents
Disagree , 2% of the respondents Strongly Disagree that the dish ordered keep
value with their taste .

TABLE 16:
  There is facility to give
feedback on food taste on
Zomato Frequency Percent
Valid Strongly Agree 12 12.0
Agree 57 57.0
Neutral 28 28.0
Disagree 3 3.0
Total 100 100.0

DIAGRAM 16:

There is facility to give feedback on food taste on Zomato

3%
12%

28%
Strongly Agree Agree

Neutral Disagree

57%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato. It shows that 12% of the respondents Strongly Agree, 57% of the
respondents Agree, 28% of the respondents are Neutral and 3% of the respondents
Disagree that there is facility to give feedback on food taste on zomato.

TABLE 17:
 Are you satisfied with customer Frequency Percent
 executive service regarding your
Grievances
Valid Strongly Agree 7 7.0
Agree 50 50.0
Neutral 39 39.0
Disagree 2 2.0
Strongly Disagree 2 2.0
Total 100 100.0

DIAGRAM 17:

Are you satisfied with customer executive service regarding

your Grievances

2% 2%
7%
Strongly Agree

Agree

Neutral
39%
Disagree
50% Strongly Disagree

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato. It shows that 7% of the respondents Strongly Agree, 50% of the
respondents Agree, 39% of the respondents are Neutral, 2% of the respondents
Disagree, and 2% of the respondents Strongly Disagree with the customer
executive service regarding the customer’s grievances.

TABLE 18:
 It is easy to book table of Frequency Percent
 restaurants on zomato
Valid Strongly Agree 6 6.0
Agree 42 42.0
Neutral 47 47.0
Disagree 4 4.0
Strongly Disagree 1 1.0
Total 100 100.0

DIAGRAM 18:

It is easy to book table of restaurants on zomato

1%
4% 6%
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
42%
47%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato. It shows that 6% of the respondents Strongly Agree, 42% of the
respondents Agree, 47% of the respondents are Neutral, 4% of the respondents
Disagree, 1% of the respondents Strongly Disagree with the statement that it is
easy to book table of restaurants on zomato.

TABLE 19:
 Reviews and ratings provided Frequency Percent
 for the restaurants in Zomato
are genuine
Valid Strongly Agree 6 6.0
Agree 49 49.0
Neutral 37 37.0
Disagree 6 6.0
Strongly Disagree 2 2.0
Total 100 100.0

DIAGRAM 19:

Reviews and ratings provided for the restaurants in Zomato

are genuine

2% Strongly Agree
6% 6% Agree
Neutral
Disagree
Strongly Disagree

37%
49%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato. It shows that 6% of the respondents Strongly Agree, 49% of the
respondents Agree, 37% of the respondents are Neutral, 6% of the respondents
Disagree and 2% of the respondents Strongly Disagree with the view that reviews
and ratings provided for the restaurants in zomato are genuine.

TABLE 20:
 The delivery charges are Frequency Percent
 reasonable
Valid Strongly Agree 4 4.0
Agree 37 37.0
Neutral 34 34.0
Disagree 19 19.0
Strongly Disagree 6 6.0
Total 100 100.0

DIAGRAM 20:

The delivery charges are reasonable

6% 4%

19% Strongly Agree Agree

37% Neutral Disagree

Strongly Disagree

34%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato. It shows that 4% of the respondents Strongly Agree, 37% of the
respondents Agree, 34% of the respondents are Neutral, 19% of the respondents
Disagree and 6% of the respondents Strongly Disagree with that the delivery
charges are reasonable.

TABLE 21:
  Ordering process is easy Frequency Percent
Valid Strongly Agree 13 13.0
Agree 62 62.0
Neutral 22 22.0
Disagree 1 1.0
Strongly Disagree 2 2.0
Total 100 100.0

DIAGRAM 21:

Ordering process is easy

1% 2%
13%

22% Strongly Agree

Agree

Neutral

Disagree

Strongly Disagree

62%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato. It shows that 13% of the respondents Strongly Agree, 62% of the
respondents Agree, 22% of the respondents are Neutral, 1% of the respondents
Disagree, 2% of the respondents Strongly Disagree that the ordering process of
zomato is easy.
 TABLE 22:
 Food reaches to you on time
after ordering Frequency Percent
Valid Strongly Agree 10 10.0
Agree 58 58.0
Neutral 25 25.0
Disagree 5 5.0
Strongly Disagree 2 2.0
Total 100 100.0

DIAGRAM 22:

Food reaches to you on time after ordering

2%
5% 10%

Strongly Agree Agree

25%

Neutral Disagree

Strongly Disagree

58%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato.It shows that 10% of the respondents Strongly Agree, 58% of the
respondents Agree, 25% of the respondents are Neutral, 5% of the respondents
Disagree and 2% of the respondents Strongly Disagree that food reaches to them
on time after ordering.
 TABLE 23:
 Professionalism of Delivery
Person Frequency Percent
Valid Strongly Agree 10 10.0
Agree 58 58.0
Neutral 30 30.0
Strongly Disagree 2 2.0
Total 100 100.0

DIAGRAM 23:

Professionalism of Delivery Person

2%
10%

30%
Strongly Agree
Agree
Neutral
Strongly Disagree

58%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato. It shows that 10% of the respondents Strongly Agree, 58% of the
respondents Agree, 30% of the respondents are Neutral and 2% of the respondents
Strongly Disagree with the professionalism of delivery person.
 TABLE 24:
 Would you like to recommend
zomato to your friends or
colleagues Frequency Percent
Valid Yes 71 71.0
No 4 4.0
May be 25 25.0
Total 100 100.0

DIAGRAM 24:

Would you like to recommend zomato to your friends or

colleagues

25%

Yes No May be
4%

71%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato 71% of the respondents would like to recommend zomato to their
friends or colleagues,4% of the respondents would not recommend zomato to their
friends or colleagues and rest 25% of the respondents may recommend zomato to
their friends or colleagues.
 TABLE 25:
 Rate your overall experience
with Zomato Frequency Percent
Valid Highly Satisfied 10 10.0
Satisfied 66 66.0
Neutral 20 20.0
Dissatisfied 1 1.0
Highly Dissatisfied 3 3.0
Total 100 100.0

DIAGRAM 25:

Rate your overall experience with Zomato

1%
3%
10%

Highly Satisfied
20%
Satisfied

Neutral

Dissatisfied

Highly Dissatisfied

66%

INTERPRETATION:

From the information given in the above diagram taken from customer satisfaction
with zomato. It shows that 10% of the respondents are Highly Satisfied, 66% of the
respondents are Satisfied, 20% of the respondents are Neutral, 1% of the
respondents are Dissatisfied and 3% of the respondents are Highly Dissatisfied
with their overall experience with zomato.