SERVQUAL Analysis For Food Delivery App (Responses)

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Timestamp Email address Age Group Food Delivery should be

11/16/2020 18:25:56 rahulbanyu@gmail.com 18 to 30 7


11/16/2020 18:25:58 jayantpathak95@gmail. 18 to 30 7
11/16/2020 18:26:03 a.quddoos@sjmsom.in 18 to 30 7
11/16/2020 18:28:13 joysmita.panja@sjmsom.18 to 30 7
11/16/2020 18:28:54 utkarsh.tiwari@sjmsom.i18 to 30 7
11/16/2020 18:29:23 snehalrakhame@gmail. 18 to 30 7
11/16/2020 18:32:44 surajravula@gmail.com 18 to 30 7
11/16/2020 18:38:29 dkrn5pro@gmail.com 18 to 30 7
11/16/2020 18:39:16 rahulbnswl7@gmail.com18 to 30 7
11/16/2020 18:39:55 vanef101112@gmail.co 18 to 30 7
11/16/2020 18:42:27 abhishek.madankar199618 to 30 6
11/16/2020 18:53:56 sahilharia1111@gmail.c 18 to 30 4
11/16/2020 18:54:46 mahadikankur@gmail.c 18 to 30 7
11/16/2020 18:59:26 007kiranpatil@gmail.co 18 to 30 5
11/16/2020 18:59:42 akshay.gavhale@sjmsom 18 to 30 6
11/16/2020 19:00:24 rs.gaikwad1996@gmail. 46 and above 7
11/16/2020 19:01:06 maddyrane3@gmail.com18 to 30 7
11/16/2020 19:03:31 kukku356@gmail.com 18 to 30 6
11/16/2020 19:03:52 vinitkumar.kothari@sjms18 to 30 7
11/16/2020 19:04:29 karan.nigudkar@sjmsom.18 to 30 7
11/16/2020 19:06:38 anjaliagrawal5oct@gmai18 to 30 7
11/16/2020 19:06:57 pooja.thayyil@sjmsom.in18 to 30 7
11/16/2020 19:07:54 vaibhav.khokhar37@gma18 to 30 7
11/16/2020 19:08:15 akshaya.raghuthaman.2 18 to 30 7
11/16/2020 19:09:36 sanket.nikam@sjmsom.i18 to 30 6
11/16/2020 19:10:06 ravinawanjari11@gmail. 18 to 30 7
11/16/2020 19:11:32 kumarpalj@rocketmail.c 18 to 30 7
11/16/2020 19:17:44 choksiyash@gmail.com 18 to 30 7
11/16/2020 19:19:42 ishannadkarni07@gmail 18 to 30 7
11/16/2020 19:28:28 yashbheda@ymail.com 18 to 30 7
11/16/2020 19:35:50 ma.dixit@licindia.com 46 and above 7
11/16/2020 19:40:25 shambhawee09@gmail. 18 to 30 6
11/16/2020 19:48:51 se4sakec2015@gmail.c 18 to 30 5
11/16/2020 19:53:50 pnagda426@gmail.com 18 to 30 7
11/16/2020 20:09:32 hiteshrao68@gmail.com 18 to 30 4
11/16/2020 20:16:28 deenarsapur@gmail.com18 to 30 5
11/16/2020 20:31:47 anupam1494@gmail.co 18 to 30 7
11/16/2020 20:32:29 sohamsant.69@gmail.c 18 to 30 7
11/16/2020 20:35:25 manisha.dcruz@gmail.c 46 and above 7
11/16/2020 20:42:38 nikhilpadekar29@gmail. 18 to 30 7
11/16/2020 21:02:24 shreshtha.garg21@gmai18 to 30 7
11/16/2020 22:40:24 nehadeshmukh.n@gmail46 and above 7
11/16/2020 23:03:42 divya.chintapanti@sjmso18 to 30 7
11/16/2020 23:07:48 prasanna.pendekanti@s18 to 30 7
11/16/2020 23:23:49 harshita.sidda@sjmsom.18 to 30 7
11/16/2020 23:44:52 pushpak.dronkar@sjmso18 to 30 6
11/17/2020 0:49:43 i.darshanamathur@gmai18 to 30 7
11/17/2020 1:38:28 anvesh.devaganugala@s18 to 30 7
11/17/2020 2:16:32 namrata.soreng22.ns@g18 to 30 7
11/17/2020 5:20:08 Sahil9pathak@gmail.co 18 to 30 7
11/17/2020 10:28:27 keyur.makani@sakec.ac.18 to 30 7
11/17/2020 10:28:41 nitesh.shah11@gmail.c 18 to 30 6
11/17/2020 10:28:47 vaishnavij30@gmail.com18 to 30 7
11/17/2020 11:01:50 daivat.b@somaiya.edu 18 to 30 7
11/17/2020 11:03:58 anita1397@gmail.com 18 to 30 7
11/17/2020 11:11:35 smeetshah499@gmail.c 18 to 30 7
11/17/2020 11:12:53 parth_srk72@yahoo.com18 to 30 7
11/17/2020 11:40:22 patelneeraj.29@gmail.c 18 to 30 5
11/17/2020 12:26:40 rujulshah333@gmail.co 18 to 30 7
11/17/2020 12:34:49 rushabhola@gmail.com 18 to 30 7
11/17/2020 13:05:58 sankethirapure@gmail.c 18 to 30 7
11/17/2020 13:46:20 arukmukh18@gmail.com18 to 30 7
11/17/2020 14:01:06 sangeeta.mba19142@iimk 18 to 30 7
11/17/2020 17:43:50 piyush.kumar1@sjmsom.18 to 30 6
11/17/2020 22:49:37 komalshresth49@gmail. 18 to 30 4
11/18/2020 13:48:28 kmujpura02@gmail.com 18 to 30 7
11/18/2020 15:12:29 netraprabhu98@gmail.c 18 to 30 7
11/19/2020 8:00:59 rachanalahane@gmail.c 31 to 45 5
Ease of Use (User-FriendProviding food delivery wDelivering food as per thEase of accessing custo
7 5 7 6
7 7 7 7
7 7 7 7
7 7 7 7
7 7 7 7
7 7 5 4
7 7 7 7
7 7 7 7
6 7 7 7
7 7 6 7
7 7 7 7
5 6 7 5
7 7 7 7
7 7 7 7
7 4 6 5
7 7 7 7
7 7 7 7
7 7 7 7
7 7 7 7
6 7 6 5
7 7 7 7
6 6 7 6
7 7 7 7
7 7 7 7
6 7 6 5
7 6 7 7
7 6 7 7
6 6 7 7
7 7 7 7
7 6 7 7
7 7 7 7
7 5 7 7
5 5 5 5
7 7 7 7
7 5 5 5
6 6 6 5
7 6 7 7
7 7 7 7
7 7 7 7
7 6 6 6
7 6 7 7
7 7 7 7
6 7 7 6
5 7 7 7
7 7 7 7
7 7 6 6
5 6 7 6
6 5 7 6
7 5 6 6
7 7 7 7
7 7 7 7
7 7 7 7
7 6 7 7
7 6 7 6
7 7 7 7
7 7 7 7
7 7 7 7
7 6 7 7
7 7 7 7
7 7 7 7
7 7 7 7
7 7 7 7
6 7 7 7
6 5 7 6
5 5 7 5
7 6 7 7
7 7 7 7
6 5 6 5
Provide delivery details Provision to add special Prompt response to custPrompt reimbursement of
7 5 6 7
6 7 6 7
7 7 7 7
7 6 6 6
7 7 7 7
4 2 5 4
7 7 7 7
7 7 7 7
7 7 7 7
7 6 7 6
7 6 6 7
5 5 6 5
7 7 7 7
7 7 7 5
6 6 6 5
7 7 7 7
7 7 7 7
7 7 6 7
7 7 7 7
6 6 5 6
7 7 7 7
6 4 6 7
7 5 7 7
7 7 7 7
7 5 6 7
7 6 7 7
7 7 7 5
7 7 7 7
7 7 7 7
7 7 7 7
7 7 7 7
6 5 6 7
5 5 5 5
7 7 6 6
7 6 6 4
6 6 6 6
5 6 6 7
7 7 7 7
7 7 7 7
6 6 6 7
7 6 6 6
7 7 7 7
6 5 5 7
7 6 7 7
7 7 7 7
7 6 7 3
6 6 6 7
6 6 7 5
6 2 6 2
7 7 7 7
7 7 7 7
7 7 7 6
7 6 7 7
7 7 7 7
7 7 7 7
7 7 7 7
7 7 7 7
7 6 7 5
7 7 7 7
7 7 7 7
7 7 7 7
7 7 7 7
6 5 6 6
6 7 7 7
6 6 6 4
7 6 7 7
7 7 6 7
5 5 4 5
Provision of feedback forFood delivered as per detProviding secure paymenClear communication about
5 6 7 5
7 7 7 7
7 7 7 7
6 7 7 7
7 7 7 7
2 4 2 5
7 7 7 7
7 7 7 7
7 7 7 7
7 7 7 6
6 7 7 7
6 6 5 5
7 7 7 7
7 7 7 7
6 7 5 7
7 7 7 7
7 7 7 7
7 7 7 7
7 7 7 7
7 6 6 7
7 7 7 7
6 6 6 6
7 7 7 7
7 7 7 7
5 7 7 6
7 7 7 7
7 7 7 7
6 7 7 7
7 7 7 7
7 7 7 7
7 7 7 7
6 7 7 7
5 5 5 5
6 6 7 6
5 6 7 6
6 6 6 5
6 7 7 6
7 7 7 7
7 7 7 7
6 6 7 7
6 7 7 7
7 7 7 7
5 7 7 7
6 7 7 7
5 7 7 7
6 6 6 7
5 6 7 6
6 7 7 7
6 6 6 6
7 7 7 6
7 7 7 6
7 7 6 7
6 7 7 6
7 7 7 7
7 7 7 7
6 7 6 7
7 7 7 7
5 7 7 6
7 6 7 6
7 7 7 7
7 7 7 7
7 7 7 7
5 6 7 6
7 7 7 7
6 6 6 6
6 7 6 7
7 7 7 7
5 7 7 6
Delivery person has the rClarity of Response to c Customer Executive has Prompt
t action on restaur
5 6 7 6
6 7 7 7
7 7 7 7
6 6 6 7
7 7 7 7
4 5 4 5
7 7 7 7
7 7 7 7
7 7 7 7
6 7 6 6
7 7 7 7
6 4 5 6
7 7 7 7
7 7 7 7
6 7 6 6
7 7 7 7
7 7 7 7
7 7 7 7
7 7 7 7
5 6 7 7
7 7 7 7
6 6 6 3
6 6 7 7
7 7 7 7
5 6 6 7
7 7 7 7
6 6 7 7
7 7 7 7
7 7 7 7
7 7 7 7
7 7 7 7
5 6 6 7
5 5 5 5
7 6 6 7
7 6 6 6
6 6 6 6
7 7 7 7
7 7 7 5
7 7 7 7
6 6 6 6
6 6 7 3
6 5 6 7
6 6 6 7
7 7 7 7
7 7 7 7
6 6 7 6
6 6 6 6
6 7 6 6
6 6 6 2
5 7 7 7
7 6 6 7
5 7 7 6
6 7 7 6
7 7 7 7
7 7 7 7
6 7 6 7
7 7 7 7
7 6 7 5
7 7 7 7
7 7 7 7
7 7 7 7
7 7 7 7
6 5 5 4
7 7 7 7
6 6 5 5
7 7 7 6
6 7 7 7
6 6 6 6
Operating and deliveringApologizing for the inco Polite and friendly reply Providing cashbacks and
5 6 6 5
6 7 7 6
7 7 7 7
6 7 7 6
7 6 7 7
6 2 2 6
7 7 7 7
7 7 7 7
7 7 7 7
6 7 7 6
7 7 6 7
5 5 5 6
6 5 7 7
7 7 7 7
7 5 6 7
7 7 7 7
7 7 7 7
7 7 7 7
7 5 7 7
7 6 6 6
7 7 7 7
6 3 6 7
7 7 7 7
7 7 7 7
5 7 6 4
7 6 7 7
6 7 7 5
7 7 7 7
7 7 7 7
7 5 6 7
7 7 7 7
7 6 6 6
5 5 5 5
7 7 7 7
6 7 6 7
6 5 5 5
7 7 7 7
7 7 7 7
7 7 7 7
6 6 6 6
6 7 7 6
7 7 7 7
7 6 6 6
7 5 7 5
7 5 7 7
6 7 7 5
6 6 6 7
7 6 6 7
6 6 6 4
7 7 7 7
6 6 6 7
6 7 6 6
7 6 6 7
7 6 7 7
7 7 7 7
7 7 7 7
7 7 7 7
7 6 6 7
6 6 7 7
7 7 7 7
7 7 7 7
7 7 7 7
6 4 6 5
6 6 7 6
6 5 5 6
6 7 6 7
7 7 7 7
5 6 5 5
Provide cutlery and acc Providing delivery of hot Delivering food in a sta Billing methods are tran
6 7 7 7
7 6 6 7
7 7 7 7
6 7 7 7
7 7 7 7
4 3 2 7
7 7 7 7
7 7 7 7
7 7 7 7
7 7 5 7
7 7 7 7
5 6 6 6
5 6 7 7
6 7 7 7
7 5 7 5
7 7 7 7
7 7 7 7
7 7 7 7
7 7 7 7
6 7 6 5
7 7 7 7
6 7 7 7
7 7 7 7
4 7 7 7
5 5 6 7
7 6 7 7
5 7 7 7
7 7 7 7
7 7 7 7
5 7 7 7
7 7 7 7
6 7 7 5
5 5 5 5
5 7 5 6
6 6 5 5
5 6 5 6
4 7 7 7
4 7 7 7
7 7 7 7
6 7 7 7
4 6 6 7
7 7 7 7
4 7 7 7
6 7 7 7
7 7 7 7
5 6 6 6
7 7 7 7
5 7 7 6
6 5 5 6
7 7 7 7
6 7 7 7
7 7 7 7
7 7 7 7
5 7 7 7
7 7 7 7
7 6 7 7
7 7 7 7
6 6 7 7
7 7 7 7
7 7 7 7
7 7 7 7
7 7 7 7
6 7 6 6
7 7 7 7
6 5 5 5
7 6 7 7
6 7 7 7
5 6 5 6
Providing customized proFood Delivery by swiggy Swiggy app has a user friSwiggy provides food del
1 5 6 7
6 6 6 5
7 6 6 6
5 7 6 5
7 6 7 7
3 4 3 3
7 5 6 5
7 5 5 6
7 5 5 5
7 5 5 6
6 6 6 5
5 5 5 5
7 7 7 7
7 3 5 5
7 6 6 7
7 4 7 7
7 7 7 7
7 7 7 7
7 6 7 7
7 7 7 7
7 5 6 5
4 2 5 2
5 4 7 6
7 7 7 7
4 6 6 5
7 7 6 7
6 7 7 7
6 5 5 4
7 7 7 7
7 7 7 7
7 6 7 7
7 7 6 6
5 5 5 5
6 5 5 5
6 6 5 6
5 6 5 5
5 7 5 6
4 4 5 4
7 5 5 5
6 6 6 6
4 5 6 7
7 7 7 7
6 6 6 6
5 7 7 7
6 6 5 6
6 5 5 5
6 5 6 4
7 7 6 6
5 7 7 6
7 7 7 7
7 6 7 6
7 5 6 5
7 5 5 6
7 6 6 6
7 6 5 7
7 7 7 7
7 6 7 7
5 6 6 5
7 4 6 5
7 6 5 6
7 7 7 6
7 7 7 7
6 5 7 5
7 7 6 6
5 6 5 5
6 7 7 7
7 6 6 6
6 6 6 5
Swiggy delivers food as pEase of accessing custo Swiggy provides deliverySwiggy has provision to a
3 5 7 5
6 4 7 7
6 6 6 6
6 6 6 6
7 7 7 7
3 3 2 3
4 6 7 4
5 6 7 7
6 6 5 5
6 5 6 6
6 5 7 6
5 5 5 6
7 7 7 7
6 2 7 7
7 7 5 4
6 6 7 7
7 7 7 7
7 7 7 7
7 5 7 7
7 7 6 5
6 4 6 6
2 6 6 4
7 6 7 6
7 7 7 7
5 4 5 4
7 7 7 7
7 7 7 7
5 5 6 4
7 7 7 7
7 7 7 7
7 7 7 7
4 6 6 6
5 5 5 5
4 4 6 4
7 6 7 6
5 5 6 5
7 5 5 6
4 4 4 4
6 5 5 5
6 6 6 6
7 5 7 4
7 6 7 7
6 5 6 5
7 7 7 7
6 2 7 4
6 5 6 5
5 5 6 6
7 6 6 7
6 6 6 5
7 7 7 7
6 6 6 6
5 4 7 6
6 5 7 7
7 5 7 6
7 7 7 7
7 7 7 7
7 5 7 7
6 5 6 6
6 4 6 7
5 6 6 5
6 6 7 5
7 7 7 7
5 4 5 4
7 6 6 6
4 4 6 6
7 6 6 7
5 4 7 7
5 6 6 6
Swiggy gives prompt resSwiggy provides prompt Swiggy has provision of fSwiggy gets food delivere
5 7 6 7
6 5 5 6
6 6 6 6
6 6 6 6
7 7 7 7
4 3 3 5
5 5 6 5
7 6 6 6
5 5 5 5
6 5 5 5
5 4 6 6
6 6 5 6
7 7 7 7
1 1 5 3
6 6 6 6
7 7 7 7
7 7 7 7
7 7 7 7
6 5 7 7
7 6 6 6
3 4 4 5
5 1 6 3
7 7 7 7
7 6 7 7
4 3 4 5
7 6 7 7
7 7 7 5
4 4 5 4
7 7 7 7
7 7 7 7
6 7 6 7
6 6 7 7
5 5 5 5
7 6 7 6
6 7 6 7
5 6 5 5
5 4 7 5
4 4 4 4
5 5 5 5
6 6 6 6
5 3 4 7
7 7 7 7
5 5 5 6
7 7 7 7
2 4 5 6
6 6 5 6
6 3 5 5
7 7 6 7
6 2 6 6
7 7 7 7
7 7 7 6
6 6 6 5
7 7 7 7
6 6 6 7
7 7 7 7
7 7 7 7
5 5 5 7
7 6 6 6
4 5 6 6
6 5 6 7
6 6 7 6
7 7 7 7
4 4 5 4
7 7 7 7
4 3 5 5
5 6 7 6
4 2 6 5
5 6 5 5
Swiggy provides secure Swiggy provides clear com
Swiggy's delivery personSwiggy provides clarity
7 7 7 5
7 7 7 3
7 6 6 6
6 6 5 6
7 7 7 7
3 3 3 3
4 5 5 6
6 6 5 6
5 5 5 6
5 6 7 6
7 7 3 6
6 6 5 6
7 7 7 7
3 1 4 3
5 7 7 7
7 7 7 7
7 7 7 7
7 7 7 7
7 7 7 6
5 7 7 7
6 5 4 3
6 3 5 2
7 7 7 7
7 7 7 7
7 6 4 4
6 7 6 6
7 7 5 6
6 4 5 5
7 7 7 7
7 7 7 7
6 7 6 7
6 7 6 7
5 5 5 5
7 5 5 7
7 7 7 7
5 5 5 5
6 6 6 6
4 4 4 4
6 5 5 5
6 6 6 6
7 7 4 6
7 7 7 7
6 6 6 5
7 7 5 7
6 5 6 2
6 6 6 5
5 5 5 5
6 7 6 7
6 6 6 6
7 7 7 7
6 7 7 7
7 6 6 5
7 6 6 5
7 7 7 7
7 7 7 7
7 7 7 7
7 7 5 5
6 6 4 5
6 7 7 6
5 5 6 5
6 5 7 7
7 7 7 7
5 5 5 4
6 7 6 6
5 4 5 5
7 6 7 7
7 6 6 4
6 6 6 6
Swiggy's Customer Execut
Swiggy takes prompt actiOperating and deliveringThe customer executives
6 4 6 7
2 1 5 6
7 7 6 7
5 6 5 5
7 7 7 7
3 3 4 4
5 5 7 6
6 4 6 6
5 5 6 5
7 3 6 7
6 4 7 5
6 5 4 5
7 7 7 7
1 1 7 1
6 6 5 5
7 7 7 7
7 7 7 7
7 7 7 7
6 4 6 6
7 6 7 5
4 4 6 4
2 2 6 6
7 7 7 7
7 7 7 6
4 7 3 5
6 7 7 7
6 4 7 6
4 1 4 5
7 7 7 7
7 7 7 7
6 7 6 7
7 6 6 6
5 5 5 5
7 6 5 6
7 7 7 7
5 5 5 5
7 5 5 6
4 4 4 4
5 5 5 5
6 6 6 6
5 1 4 5
7 7 7 7
5 6 7 6
7 4 6 7
2 3 6 6
6 6 7 6
5 5 5 5
6 5 7 6
6 7 6 7
7 7 7 7
7 7 7 7
6 5 5 6
5 6 6 6
7 7 7 7
7 6 7 7
7 7 7 7
5 5 5 6
5 5 5 6
6 6 6 7
5 7 6 6
6 7 6 5
7 7 7 7
5 3 5 4
7 6 7 5
5 4 5 3
7 5 7 5
3 4 6 5
6 6 6 6
The customer executivesSwiggy
o provides cashback
Swiggy provides cutlery Swiggy provides delivery
7 5 7 6
2 1 6 7
6 6 7 7
6 4 5 6
6 7 7 7
4 4 4 6
6 5 7 5
6 5 5 5
5 5 6 5
7 6 6 7
5 5 7 7
5 7 6 6
7 7 7 7
1 1 3 4
6 6 6 5
7 7 1 5
7 7 7 7
7 7 7 7
6 5 5 6
5 6 5 5
5 4 5 3
6 2 5 5
6 7 7 7
6 6 4 7
5 4 5 4
7 7 7 7
6 6 5 6
5 5 3 4
7 7 7 7
7 7 7 7
7 7 7 7
7 7 6 6
5 5 5 5
6 6 7 7
7 7 7 7
5 5 5 5
6 4 5 6
4 4 4 4
5 5 5 5
6 6 6 6
6 5 4 6
7 7 7 7
6 5 6 7
7 5 7 7
4 4 5 5
6 5 7 5
6 3 5 6
6 7 7 5
7 7 7 7
7 7 7 7
7 7 7 7
5 7 6 5
7 7 5 6
7 7 4 7
7 6 7 7
7 7 7 7
6 6 5 7
6 5 5 6
7 7 5 6
6 6 6 5
7 6 6 6
7 7 7 7
4 5 3 4
6 6 5 6
3 2 3 4
6 6 7 7
6 4 5 4
6 6 6 6
Swiggy delivers food in Billing methods of SwiggSwiggy provides customized promotional offers
7 7 5
5 7 5
6 6 7
6 6 6
7 7 7
6 4 5
5 7 5
6 5 5
6 5 5
7 7 6
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5 4 3
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4 6 4
6 2 4
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5 6 4
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4 4 2
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5 5 5
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5 5 5
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4 4 4
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3 7 4
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4 4 3
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3 5 5
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