IMPACT OF ONLINE FOOD DELIVERY APPS ON KARAIKUDI

A project report submitted to Alagappa University in Partial

Fulfillment of the requirements of the degree of

MASTER OF COMMERCE

Submitted By

HARISH.R

(Reg No. 2022611014)

UNDER THE GUIDANCE OF

Dr.B.MENAKA

Assistant Professor

DEPARTMENT OF COMMERCE

ALAGAPPA UNIVERSITY

[Reaccredited with ‘A+’ grade by NAAC]

KARAIKUDI – 630003

APRIL 2024
 DEPARTMENT OF COMMERCE
ALAGAPPA UNIVERSITY
[Reaccredited with ‘A+’ Grade by NAAC]
KARAIKUDI–630003

Dr.B.MENAKA
Assistant Professor

CERTIFICATE

This is to certify that the M.Com Project entitled “IMPACT OF ONLINE FOOD
DELIVERY APPS ON KARAIKUDI” a research work carried out independently by
HARISH.R under my supervision during the period 2023-2024 a partial fulfillment of the
requirement for the award of the degree of Master of Commerce and the project has not
formed the basis of the award of any degree Diploma, Associateship, Fellowship or any other
similar title of any university or institution.

Research Supervisor External Examiner Head of the Department

(Dr.B.MENAKA) (Dr.S.GANAPATHI)

Date:
Place: Karaikudi

i
 DECLARATION

I am HARISH.R (Reg.No:2022611014) hereby declare that the project report

entitled “IMPACT OF ONLINE FOOD DELIVERY APPS ON
KARAIKUDI” submitted to Alagappa University for the award of the Degree of
Master of Commerce is an original work done by me from 2022-2023 under the
supervision and guidance of Dr.B.MENAKA M.Com., M.Ed., M.Phil., Ph.D.,
Assistant Professor Department of Commerce Alagappa University and that no
part of this project report has been submitted earlier for theaward of any Degree,
Diploma and Associateship, Fellowship or other similar titles.

Date: Signature of the student

Place: Karaikudi (HARISH.R)

ii
 ACKNOWLEDGEMENTS

First, I pay my tributes to Dr.RM.ALAGAPPA CHETTIAR, The great founder of this

Alagappa University, Karaikudi.

I am bound to express my gratitude to Professor Dr.S.GANAPATHI, Professor and Head,

Department of Commerce, Alagappa University, Karaikudi, for hismotivation, support,
and valuable guidance provided right from the initial stage to the completion stage towards
this project work.

I extend my heartfelt thanks to my guide Dr.B.MENAKA, Assistant Professor Department

of Commerce Alagappa University, Karaikudi, for his valuable and excellent guidance in
giving timely suggestions throughout the tenure of my research.

I would like to thank all my Professors and Assistant Professors of the Department of
Commerce for their constant encouragement and advice throughout my research work.

Finally, I greatly thank my beloved Parents, Friends, and Research Scholars who helped me
in all aspects, with their valuable suggestions, and to all my classmates who encouraged me
in making this study a successful one.

(HARISH.R)

iii
Chapter Page No
Title
No

1 INTRODUCTION 01-10

2 REVIEW OF LITERATURE 11-17

3 OVERVIEW OF STUDY 18-24

4 DATA ANALYSIS AND INTERPRETATION 25-57

5 FINDINGS, RECOMMENDATION, 58-63

CONCLUSION

REFERENCES 64-67

SURVEY DATA RESPONSE SHEET 68-73

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 Lists of tables
Table no Title Page

4.1 Age of respondents 29

4.2 Gender of respondents 30

4.3 Educational qualification of the respondents 31

4.4 Occupation of the respondent 32

4..5 Marital status of the respondents 33

4.6 Family types 34

4.7 Number of members in the family 35

4.8 Area of residency 36

4.9 Usage in a week 37

4.10 OFD use regularly 38

4.11 Rating of user interface 39

4.12 Service provided 40

4.13 Modes of payment 41

4.14 pricing of food items on the apps 42

4.15 Customer support response 43

4.16 Responsiveness of customer support 44

4.17 Level of easiness ordering food in the apps 45

4.18 Customer behaviour towards selecting restaurants 46

4.19 A variety of restaurants are available on the application 47

4.20 Accuracy of delivery time 48

4.21 Willing to use the new online delivery app 49

4.22 The condition of the food upon delivery 50

4.23 Quality of food 51

4.24 OFD apps do you refer to other people 52

4.25 Reason to refer to people 53

4.26 Aware of these online food delivery apps 54

4.27 Level of customer satisfaction toward online food delivery apps 55

4.28 Faced any problem in OFD 57

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 CHAPTER 1
INTRODUCTION

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1.1 Online food delivery application
Indian Food Sector possesses immense growth potential, due to its characteristic
of value-addition, contributing to a well-developed food processing industry and
continues to remain a highly profitable industry with remarkable growth prospects.

The world is slowly moving to an era where everything is controlled by

technology. Gone are the days when one needs to step out of the house to buy a
packet of biscuits, or purchase a new party dress and now even to relish a meal.
Everything is being taken over by online technology at a visibly fast pace.

Online technology has gained prominence with an increase in the employed

population facing a time crunch with less time to spare for shopping, investing, banking,
cooking or even visiting a restaurant to pick up a pre-ordered meal, and so a whole new
visionary industry has espoused the online technology where each of these services can
be availed on your mobile or Personal Computer screen and delivered on a press of a
button. Ergo, the concept of online shopping, mobile banking, e-retailing, and online food
ordering has become a buzzword.

Online food delivery apps are mobile application that allows the customer to
search restaurants either by name, location, cuisines, or popularity and place an order
online which will be delivered to the stated address.

Online Food Delivery business in India has created a win-win situation on three
frontiers that is, for customers, for online food delivery business acting as an intermediary
between food outlets and customers and restaurateurs. Restaurants have been able to
attract business volume through these apps; they have been able to maintain sustainability
and consistency in business during a slowdown in demand. Online Food Delivery business
earns their profits through the commissions theydeduct from the price of the food items
which is premeditated and upon agreed terms and conditions. Usually, this commission
ranges from 22-26% of the price of the food item. On the other hand, though this
commission may seem demotivating to many restaurants capable enough to attract the
crowd to the restaurant, the Online Food Delivery apps assist the business in saving on
their commensurate costs to delivery staff salary, vehicle maintenance, fuel costs, and

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protects from losing customers due to inadequate staff at the restaurants, particularly on a
weekend when engaged in home deliveries. Also during the discount season, the apps
share approximately 60% cost of the discount extended to the customers.

Online Food Delivery apps have played a crucial role in helping restaurants
develop a strategy to attract customers and ensure their as well as survival of the
restaurants in a highly competitive environment. According to research conducted by the
Interactive Advertising Bureau and Viggle (cited in Gloria Food) customers preferring to
order online through their mobile device constitute 69% of the total customer base.

Following the grocery market, the online food delivery market emerges as the
most popular online segment.

Online Food Delivery Apps In the e-commerce industry, the Indian market has
grown rapidly. Both foreign and domestic companies forayed into the e-commerce sector.
Dynamic activities have been conducted in the market due to the revolutionary digital
business. Many new companies got into the arena; some got acquired, and a few obtained
huge investments from international players. Internet penetration is a major factor in the
boom of e-commerce. The advent of e-commerce technology has changed the way
businesses operate. Consumers have preferred platforms to shop for products or services
to fulfill their requirements and desires. The mounting growth of the internet has changed
the trend of e-development of online retailing, consumers have an unlimited choice of
products and services. Online food shopping is rapidly becoming the most popular online
shopping method. Earlier, consumers ordered food from the best restaurants through
phone calls. It is difficult for restaurants to maintain order customization and customer
history using this method, and they face numerous issues such as accurate delivery,
payment, money, and so on.

Online food delivery apps have overcome these problems by replacing traditional
methods with new ones using technology. The food ordering method is initiated with
registration with a mobile number or email account, and the customers can set the location
once the registration is completed. Based on the location, food aggregators list the
restaurants or hotels available to deliver the meals. After the customization of food,
customers can place the order; once the customer confirms the order, the portal shows the

3
payment tab. To complete the purchase, customers need to pay the amount through the
various payment methods that are available on the app. Then, the portal transfers the order
to the respective restaurant. Today, the food delivery business is one of the fast-moving
markets in the e-commerce sector

1.2 Global Food Delivery Apps

The on-demand, digital platforms for ordering and paying for cooked food,
increasingly groceries and other retail items, are referred to as the food delivery business.
Within a set time window, restaurants complete orders and deliver them to consumers.
Urban e-commerce includes on-demand, platform-based food delivery, which is
impossible without smartphone apps, Internet access, and a dense population. Start-up
businesses collaborated with restaurants that paid a commission to have their menus
displayed on the applications they designed for ordering prepared food. Consumers can
use a credit card or a mobile payment app to purchase food from apps. Delivery services
assert that they connect local businesses with consumers who enjoy the affordable
convenience of eating (without meal preparation), while also providing meaningful work
to the unemployed.

Individuals are attracted to the gig economy's flexibility. The concept has always
been expressly less about meal service and more about logistics, e-commerce (including
customer data collecting), and luring venture capital investors with an interest in
technology. Some of the global food delivery companies are shown below:

Table 1.2 Global Food Delivery Companies

S.NO Company names Present in

Countries

1 UberEats 45

2. Postmates 45

3. GrubHub 25

4. Just Eat 22

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 5. DoorDash 12

6 . Deliveroo 5

Source: (McKinsey & Company, 2021)

1.3 Types of Food Delivery

Restaurants can offer their meal or food using both methods, and one is through a
third-party company like Zomato or Swiggy. They listed their restaurants on the platform
and got orders from the portal. And also facilitate accepting food orders through their
website.

1. Restaurant to consumers

2. Platform to consumers

Indian Food Delivery Market Analysis, Due to the tremendous growth in

smartphone penetration in India and the availability of affordable options, the online meal
delivery market is seeing an expansion in its customer base. The sector benefits from the
internet being more widely accessible due to cheaper data rates as well. The industry is
moving forward and finding fuel for its growth in tier-2 and tier-3 cities thanks to the
major players' expansion away from their typical metro strongholds to smaller towns and
cities. The development and growth of delivery-only kitchens in regions with few
restaurant and cuisine options will further the market's progress. Another extremely
significant factor influencing this rise is the expansion of marketing activities by the major
players. The sector is being propelled by the platform's incentives, such as memberships
and discounts, which are drawing more customers to these online delivery platforms.

The industry's expansion is being further fueled by the increasing finance it is

receiving as well as the rise in the number of self-owned delivery fleets held by the major
players. With more women entering the workforce, more double-income families that
prefer eating out regularly, and the rise of busy white-collar employees who are searching
for simple and quick meals, the online food business in India is continuing to grow.
Consumer spending is expected to be focused on the food, home, transportation, and

5
communication sectors in the future years, with economic expansion and increased
household income driving the market. The increase in the population of younger people
with more disposable income will provide the industry's expansion extra momentum as
they shape food consumption patterns.

1.4 Evolution of Online Food Delivery

On account of the Online Food Delivery service business is the fastest-growing

segment, it is estimated to grow up to 2.9 billion U. S. dollars. Restaurants areincreasingly
harnessing technologies to provide customized services and deliverthe best experience
to their customers. Ergo, Online Food Delivery, and restaurant companies are expected to
flourish by 2019 on account of intensified competition in the sector, optimum utilization
of Brick-and-mortar infrastructure, and generatingmore revenues from the business.
(“Online Food Service in India: An Analysis |AIMS Institutes, Bangalore,”)4

The Online Food Delivery option has been a popular avenue due to its attractive
discounts, reward points for regular customers, cashback offers, availability of a gamut of
payment options to choose from, and most important of all the convenience of getting a
hot and fresh meal delivered at the doorstep. Not only the option has been an enticing one
for the customers but has also managed to tempt a large number of restaurants, specifically
cafes and small restaurants newly set up in the locality to attract the crowd to the outlet
and assist during the initial year of witnessing limited crowd to recover the costs by online
orders received and balance out the business. The concept of food technology has been
prevailing for years; however, the essence of the jargon has changed over the period.
Initially, the concept was referred to as the technology used in the state-of-the-art
technology used for manufacturing of fooditems. Contemporarily, the term is referred to
the technology employed to facilitate the operation in the Online Food Delivery market.

The technological revolution in the online food industry was forayed by Zomato,
innovated by an attempt to create a search tool for nearby restaurants with a user-friendly
interface and provide and virtual space to add comments or review and rate the experience.
The online technology platform assisted newbies in locating good restaurants based on
these ratings and reviews. Thus, the evolution of the online food industry in India started
rather as a search platform than a delivery service. Later on, companies like Foodpanda

6
and Swiggy entering the market vying for customer attention led to the emergence of the
new concept of Online Food Delivery marking a whole new concept of Online Food
Delivery apps. The concept has since then been embraced by the public and in no time
became the youngest, with the oldest company in the sector being no older than 11 years,
and yet one of the most popular online segments.

Marking with a humble starting in India from a few Tier I cities, Zomato now
ownsan international presence in Australia and the USA. Making a late entry into the
competition, Uber Eats, in contrast, adopted a niche strategy by growing its presence in
the market not yet targeted by big players with well-established empires and starting with
Tier-II and Tier-III cities.

The leaders in Online Food Delivery have witnessed raising capital from the
public, mergers and acquisitions, and vertical and horizontal expansion. The prosperity of
the industry has not failed to attract cab-hailing firms like Uber and Ola to diversifytheir
business into a potentially successful concept and gain an advantage over other
competitors based on their felt management and distribution network. (SyamalaRao &
Nagaraj, 2018)

Panse et al. (2019) have categorized the evolution of online food delivery apps
into three stages which are as follows:

Stage 1: The Infancy stage (2014-2016)

The growth in the young working population with high disposable income
equipped with a smartphone enabled with strong internet connection promised a plum
future forthe start-ups evincing to revolutionize the online food industry. Sports events
like the IPL league highly cherished by the Indian population further provided an impetus
to the concept through promotions offering viewers to enjoy matches by ordering through
these apps and taking advantage of the discount. After a tough period in 2015, the industry
soon recovered by customizing its business model to suit Indian needs.

Stage 2: The Consolidation stage (2016-2019)

The stage proclaims improved penetration in the existing market and also

7
witnesses mergers in the industry with competitors trying to achieve synergies. The stage
marks the evolution of 2 models one being the restaurant marketplace and the cloud
kitchens.

Stage 3: Expansion and Customization (2019 onwards)

The focus in this stage has shifted to imbibing personalization in the strategies to
individualize customer needs and retain them. The business also focuses on expandingits
capacities during this stage.

A report published by RedSeer Management, a consultancy firm in the food

technology sector estimates to expand to a size of $2.5 billion in 2021. The report shares
a glimpse and the prospects of the industry. It suggests that the revenue is expected to
grow at an annual rate of 10.5%. The volume of business is expected to reach US $11,569
million by 2023. (SyamalaRao & Nagaraj, 2018)

1.5 RESEARCH METHODOLOGY

Research aim and objectives Research aim This study aims to understand the role OFD
apps play in the food industry as it is being embraced by customers as a new way to order food
and for restaurants giving an innovative way for promoting and expanding their business through
the use of internet which bestows the customers with the power at the tips of their fingers to order
anything with just click, projecting a bright future for the restaurant business.

1.6 Research problem

The goal of this research is to understand the role of Online Food Delivery apps in
improving the visibility of Casual Dining Restaurants that do not still resort to many
modern means of promotion. Online food delivery apps provide these restaurants with
growth prospects and explore new ventures to expand their business. Not limited to only
the business viewpoint, the research aims to study the impact of opting for Online Food
Delivery apps on attracting new customers and retaining them.

1.7OBJECTIVES OF THE STUDY

1, To study the different online food delivery application.

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2 To identify customer satisfaction toward ordering from restaurants through an online
food delivery application.

3, To identify the problem faced by online food delivery applications.

1.8 LIMITATION OF THE STUDY

This study is based on the responses given by 70 individuals belonging to different

areas in Karaikudi. Hence it may not apply to other areas.

This study is entirely based on the information gathered from the sample
respondents regarding their socio-economic conditions and their opinions about their
consumption, awareness about consumer rights, and consumer protection laws only.

The opinions of the respondents & interviewees are their perceptions at a given
point in time. Hence its validity may be limited in terms of time.

1.9 Sampling Method

A convenience sampling technique has been adopted for the study to collect the
data from respondents.
1.10 Sources of data
The researcher has used both primary and secondary data. The Primary data has been
collected from users of online food delivery apps in the study area. Primary data were collected
from the customers through a structured questionnaire. Secondary data have been collected from
various journals, books, reports, websites, and theses.

1.11Period of study
The present study aims to measure customer satisfaction with online food delivery apps in
Karaikudi Taluk. The study period of the present study was 2023-2024

1.12 TOOL OF ANALYSIS

*Percentage Analysis.

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CHAPTER SCHEME
The present study has been divided into five chapters.

CHAPTER 1: INTRODUCTION

Chapter I presents the Introduction of the study, Statement of the Problem, Objectives of the
study, and Chapter scheme.

CHAPTER II: REVIEW OF LITERATURE

REVIEW OF LITERATURE

Every piece of ongoing research needs to be connected with the work already done, to
attain an overall relevance and purpose. The review of literature thus becomes a find research gap
and studies already done. It tells the readers about aspects that have been already established and
concluded by other authors and also gives a chance to the reader to appreciate the evidence that
has been already collected by previous research and thus projects the current research work in the
proper perspective.

CHAPTER III presents the review of existing literature conceptual as well as empirical, directly
or indirectly related to the current topic.

CHAPTER IV: ANALYSIS AND INTERPRETATION OF DATA

Chapter IV deals with the Demographic profile of the college women students drawing the
profile of the respondents in detail. Age, Level of Study, Education Stream, Occupation, and
Place of residence-based questions about OFD apps in Karaikudi have been used to analyze the
Sources of CHAPTER-II
CHAPTER V: SUMMARY OF FINDINGS, RECUMANDASION AND CONCLUSION

This chapter summarizes the findings of the study and provides suggestions and conclusions. The
scope for future research is given in this chapter.

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 CHAPTER 2
REVIEW OF LITERATURE

11
2.1 INTRODUCTION
Every piece of ongoing research needs to be connected with the work already done, to attain an
overall relevance and purpose. The review of literature thus becomes a find research gap and
studies already done. It tells the readers about aspects that have been already established and
concluded by other authors and also gives a chance to the reader to appreciate the evidence that
has been already collected by previous research and thus projects the current research work in the
proper perspective

2.2 Review of literature

Al-Tit (2015), the researcher investigated the influence of service quality and food quality on
customer satisfaction concerning restaurants in Amman, Jordan's capital city. The researcher found
that both factors have a positive effect. Interestingly, the results explain that customer satisfaction
was mediated towards customer retention. Quality of service and food quality plays a critical role
in satisfying customers and keeping them returning to restaurants.
Wu and Zhang (2015) reported that food quality is an essential factor influencing consumer
behavior. The customer who receives high-quality food at a reasonable price develops loyalty
toward the service provider. Similarly, this study also reveals that fast and safe food delivery and
website quality are vital determinants of customer satisfaction and further suggests that food
aggregators should provide special offers for orders placed through the online platform to enhance
customer satisfaction.
Zulkarnain et al. (2015) found that the quality of information, a well-designed website, security,
and an easy payment system had a positive impact on website trust. The findings indicated that
online food portals should enhance the design of websites, provide secure payment systems, and
provide reliable food information that can help build confidence and increase customer
satisfaction. The empirical findings also suggest that on-time food delivery, prompt customer
support, and food quality all positively affect customer satisfaction. To run a successful food
delivery service and to generate customer loyalty, the quality of the food is essential. To gain
customer loyalty, companies need to increase customer satisfaction.
Shakila Binti Mohd Yusof (2016) noted that the online delivery provider makes home delivery of
food easier with convenient features. The company's quality of service and the quality of food
positively influence consumers' decisions to buy food online. This facility helps to create demand
for online food services.
Ghajargar et al. (2016), who researched customer preferences and behavioural trends relating to
home delivery services, thought that the company's quality of service, flexibility in choosing a
delivery time, and place were the main determinants that affect consumer behavior. The research
also reveals that most buyers shop online due to the low price of the goods compared to brick-
and-mortar stores.

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Sethu and Saini (2016) thought that most respondents were satisfied with the service provider's
delivery charges and that the exchange of payment details could not make people feel insecure,
indicating that customers have confidence in the service provider concerning the amount of the
transaction process and are satisfied with the helpful knowledge, fair prices, and food quality.
Nikhat (2016) felt that consumer lifestyles have changed intensely as a result of the growth of
retail over time. People no longer bought in the same way they did as consumer behaviour and
lives changed. The development of systematized retail shops has occurred as consumers' attitudes
towards retail format have shifted. Researchers investigated the relationship of demographic
variables to consumer behavioural patterns and discovered that income level and gender have a
relationship with consumer behavior.
DiPietro (2017) felt that the critical factors behind the performance of food service operations are
competitive menu pricing and creative pricing strategies. The researcher said that revenue
management could be used in the food industry and that more research should be done on how the
food and restaurant industries make money.
Yeo et al. (2017) studied customer behaviour patterns around electronic food ordering and
discovered that low online food prices and time savings positively impacted customers who
ordered food electronically.
Raman (2018) reported that the young population base, living predominantly in urban areas, is one
of India's main driving factors of demand for online food. They don't have enough time for a good
home-cooked meal. The concept of online food ordering is also attractive because of the numerous
facilities provided by food aggregators, such as flexible payment methods, delivery of food at the
doorstep, and discounts.
Kapoor and Vijay (2018) Kapoor and Vijay (2018) describe online food ordering as conceptually
distinct from conventional food buying, where the consumers need to call the restaurant, order
food, and wait for it, to be delivered. However, the advent of digitalization has played a key role
in reshaping the sector. Smartphone apps or websites allow consumers to find the nearest restaurant
serving food. Customers have a variety of foods to eat and can order easily from the app by clicking
on their fingertips.
Syamala Rao and Nagaraj (2018) investigated the opportunities and challenges of online meal
delivery services and discovered that one of the key challenges for the service provider is on-time
delivery. Metro cities are typically faced with heavy traffic on roads, which can often cause
delivery delays, so overcoming this obstacle is extremely necessary. Consumers are not consistent
in taste and preferences. Understanding their demands and delivering services according to their
expectations is another obstacle for the online food distribution network.
Dang et al., (2018) Mention that the majority of consumers in Hanoi, the capital of Vietnam, use
the Internet to look for food products. Convenience and cost are two important elements that
influence people to buy food online.

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Das (2018), the most popular online food delivery service in Pune is Zomato, compared to other
food service providers such as Uber Eats and Foodpanda. Zomato provides better cash back,
rewards, accurate location access, and timely food delivery.
Kundu & Chatterjee (2018) felt that consumers are more conscious of product or service quality
in today's competitive environment. They need quality food and convenience. People prefer online
food because of the discounts and deals that food delivery portals provide. The variety of food on
the app, home delivery, and the ease of ordering, rather than going to a restaurant are the main
features of food applications that enable consumers to purchase food online. The study also reveals
that lunchtime is the peak period for ordering meals.
Kanteti (2018) researched food operators' creative advertising strategies in India. Swiggy uses both
online and offline media tools for advertising its products and services. It promotes digital
marketing initiatives such as YouTube videos, Twitter campaigns, and daily Facebook and
Instagram updates about its latest deals, policies, and services. Zomato has used online marketing
efficiently to put the brand in customers' minds. It has thousands of followers on Instagram and
Twitter, and Zomato frequently posts articles on Pinterest and its blog to connect with customers.
Through various social media advertising campaigns, Zomato successfully reaches its target
customers and raises brand awareness.
Subram (2018) felt that the most crucial component in creating the perception of product quality
is its features. Statistics have shown that brand loyalty and perceived quality lead to good word of
mouth. To increase customers' perceptions of brand quality and brand loyalty, businesses must
strategically use the components of the marketing mix. According to additional research, it is
always challenging to gain new customers, and businesses must spend more to do so.
Saxena (2019) concluded that the concept of electronic food purchasing is gaining a significant
amount of popularity because of the busy working lives of metropolitan people. There isn't enough
time for these young consumers to cook food at home. Restaurants not only serve food directly to
customers but also provide food delivery online by listing menus on favourite food apps.
Restaurants increased their sales by being listed on online food portals. Regarding the demerit of
food apps, the restaurant industry is more concerned with reducing restaurant footfall.
Vasanthakumar and Arunprakash (2019) thought that food quality and delivery time had a lot to
do with customer satisfaction. If customers got good food on time and had good customer service,
they would be satisfied with food delivery services. Information accessibility and a well-designed
website have a significant effect on web trust. Service quality is one of the main aspects of the
food delivery environment, and better customer service allows the business to receive regular
orders from loyal customers.
Babu and Arthy (2019), young adults use the online food service because of its flexibility in
placing orders from different places and convenience in time. Quick delivery services and well-
designed websites attract consumers toward OFD. Consumers were more concerned with data
protection and the safety of online transactions. Swiggy is the most preferred food service among
both male and female customers in Madurai city.

14
Reddy & Pentyala (2019) found that most customers preferred Zomato, followed by Swiggy, to
order food. The food company's incentives and cashback are the main variables that have
captivated the consumers. Most people learn about online food distribution through their friends
and online sources. Most customers were satisfied with the taste and food delivery service.
Gupta (2019) the ease of use, flexible payment options, and efficient customer service encourage
people to buy food online. Electronic food ordering firms offer a real-time tracking system,
allowing customers to track their orders and locate the exact delivery address. Swiggy and Zomato
were able to connect with customers through online marketing methods, and social media
marketing.
Nikhat (2019) discovered that factors such as pop-up ads, radio commercials, FM radio, balloons,
displays, contextual marketing, billboards, and word-of-mouth advertising have a favorable effect
on customers' decision-making processes. Further research found that discounting, point-of-
purchase counters, product trials, and premiums all have significant effects on the decision-making
process. To connect with customers, Zomato embraces social media marketing techniques. To
manage customer relationships, Zomato regularly shares stories, policies, and new offerings on
Instagram, Twitter, and Facebook. The researcher believed that Zomato had helped restaurants
grow their businesses (Panigrahi et al., 2020).
Chandrasekhar et al. (2019) felt that food taste is primarily important when ordering food online.
Users prefer different food apps if fair prices are available; customers also want better quality food
at the desired time. Furthermore, researchers suggested using dynamic pricing to encourage
consumers to buy food online and partnering with local delivery partners who are familiar with
the routes, which aids in timely delivery services.
Borgohain (2019) found that most consumers use online food ordering services for ease and
comfort, followed by time savings. The study also shows that paying cash on delivery is the
preferred option when ordering food. Often, people face the issue of the non -non-availability of a
specific dish or food, which can negatively affect the consumer's perception.
Suhartanto et al. (2019) investigated the loyalty of customers concerning OFD service and found
that customer loyalty is positively affected by both the food quality and the e-service. Further, this
study suggested that food aggregators should consider both these factors to build customer loyalty.
Iyer (2019) found that most customers in Pune city use mobile apps to buy food. Research reveals
that consumers prefer food during dinner time compared to other times of the day.
Maheswari R. and Swarnalatha G. (2019) observed that food delivery delays, a lack of fast
customer service, and an inability to adjust the order are some of the problems that customers in
Coimbatore who use the Zomato food delivery service face. Zomato has web and mobile app
facilities to order, but most customers prefer mobile devices to a website. Most consumers are
satisfied with Zomato in terms of overall satisfaction. The company can gain brand loyalty and a
positive image by addressing the issues users face.
R.B. et al. (2019) reported that most respondents are aware of Coimbatore's online food services.
Because of its good quality, consumers prefer ordering food online. Customers are satisfied with

15
food delivery services. The study indicated that aggregators of online foods should use efficient
pricing strategies to increase profitability.
Preetha and Iswarya (2019) found that timely delivery of food, the service provider's quick
response to order-related queries, and well-designed food packaging have a strong relation with
the intent of buying food online through the food app. When there is any kind of incompetence
observed while using the food service, the ability to order food will be adversely impacted.
Rivera (2019) felt that technology has played a significant role in customers' everyday activities.
In today's digital environment, consumers can easily access online food menus, experience quick
delivery, and provide feedback for the food aggregator's services. And there are enormous
opportunities for researchers to explore further insights into the behavioural patterns of consumers
towards online food.
Panse et al. (2019) studied the merits and demerits of mobile food-ordering apps and perceived
that food aggregators offer flexibility in ordering food. Customers could buy food whenever and
wherever they wanted. The delivery process is equipped with a live, GPS-enabled tracking system
that lets them know the estimated delivery time and the exact location. Consumers can choose
different payment options, such as cash on delivery or cashless payment. Food apps provide 24/7
customer support to address any of the buyer's queries. Customers are more concerned about the
quality and hygiene of the food, which can cause restaurants to lose their reputation for fine dining.
Ajitkumar Ajbani (2019) found that consumers can get anything to their doorsteps with a single
click, with the support of technological advances. Similarly, tech companies come up with novel
ways to provide consumers with quick and easy access to cooked food. Additional findings show
that most customers favor UberEats in Maharashtra's Nashik region, and consumers were highly
satisfied with the service providers' promotional benefits.
Vimala and Sumathy (2019) researchers analyzed customer perceptions in Chennai and
demonstrated that restaurants and hotels effectively used online food portals to increase their sales.
Besides, they strengthened their hotel brands by catering food online to the customers. Further
findings indicate that food companies need to improve distribution networks and that more
advertising is needed to educate customers.
Yusra and Agus (2020) researchers attempt to understand the effects of the quality of service
perceived in Malaysia by online food delivery customers. The study's results clarify that improved
quality of service would help increase customer satisfaction and loyalty. According to the study,
if food delivery companies want to gain customer loyalty, they must first satisfy their customers.
Customer satisfaction is an essential component of online food service loyalty.
Shahabade et al. (2020) felt that food aggregator’s partner with many food chains or eateries and
act as a connector between consumers and restaurants. Faster payment systems, attractive loyalty
programs, and the availability of multiple restaurants are the critical components behind the rise
in electronic food services among people. One of the most important problems food companies
have to deal with is how to handle complaints from restaurant owners.

16
Saxena and Gupta (2020) According to research on the demographics of online meal delivery
customers in the state of Uttar Pradesh, the majority of respondents were between the ages of 25
and 35. Zomato, Swiggy, Food Panda, and the people who choose Foodkartz the least are the most
popular digital food services
Jain et al. (2020) felt that buying food online is a dynamic activity because consumers don't keep
buying food from one service. Consumers tend to change their preferences based on how well the
food application promotes itself.
Saleem (2020), Instead of merely using the four Ps of the marketing mix, it's necessary to
understand customers' perception using the seven P's: product, price, place, promotion, people,
process, and physical evidence. Customers are starting to demand an increasing variety of features.
The promotional component's most effective tool for attracting potential customers is publicity.
According to the respondents, companies need to concentrate on after-sales service to increase
customer loyalty
Sonika (2021) learned that Brand awareness and components of the marketing mix are
significantly correlated. Regression analysis has revealed that the component's service mix has a
positive impact on brand awareness. Thus, it concluded that the marketing mix's components help
to raise brand awareness. The study investigated how different marketing mix components affected
consumer satisfaction.

17
 CHAPTER-III
OVERVIEW OF STUDY
THEORETICAL FRAMEWORK

18
3.1 ONLINE FOOD DELIVERY APPS PROCESS
• It is inferred from the analysis that the majority of the respondents are having order once a
week.
• From the analysis, it is observed that the majority of the respondents mostly use Zomato.
• It is observed from the analysis that the majority of the respondents are satisfied with the
service provided by the online food delivery apps.
• It is inferred from the analysis that the majority of the respondents use cash on delivery.
• It is inferred from the analysis that the majority of the respondents have contacted customer
care assistance.
• From the analysis, it is observed that the majority of satisfied responsiveness of customer care.
• The study observes that the majority of the respondents were satisfied with the ease of ordering
food through the online food delivery application.
• It is identified from the analysis that the majority of the respondents are says mix of both (same
restaurants and try new ones).
• It is surmised from the analysis that the majority of the respondents are satisfied with the
variety of restaurants available in the application.
• It is determined from the analysis that the majority of the respondents are willing to use new
online food delivery.
• From the analysis, it is explored that the majority of the respondents are satisfied with the
quality of food delivered by restaurants through the applications
• It is confirmed from the analysis that the majority of the respondents are satisfied with the
pricing of food items on the apps.
• It is revealed from the analysis that the majority of the respondents did not face any problems
with online food delivery apps.

19
3.2Benefits of Online Food Delivery Services
Convenient: Mobile devices, especially smartphones and tablets, have made it easier than
ever for consumers to place rapid online orders. Several studies have shown that mobile devices
are the most popular way for customers to place online restaurant orders.
Time-Saving: People favour buying food online because of convenience. Just about
everyone with a smartphone can now place an online order at a restaurant. Everyone, whether
they're at their desks, stuck in traffic, or riding the bus, will immediately place an order. This is far
superior to calling in your order from the comfort of your own home.
Online Food Ordering is Open 24/7: Although restaurants may not always be open, the
online system for ordering food is. Customers can place their orders whenever it is most convenient
for them by using an online food ordering system. Clients can easily select a preferred time for
pickup or delivery.

3.3 Major Challenges for Online Food Delivery Companies

A few of the major difficulties the food delivery sector is currently facing.
Profit Making: Despite the COVID-19 epidemic and a total lockdown that harmed the Indian
economy, Zomato and Swiggy both expanded their companies and entered the food delivery
market. During the pandemic, Zomato has seen an increase to over 3,200 orders per minute for
delivery. Zomato and Swiggy continue to incur losses despite their rapidly expanding revenues.
Maintaining Relations with Restaurants:
Maintaining good relations with restaurants is one of the foremost challenges facing food
aggregators. When there is disagreement over transactions, commissions, or other issues, quickly
and smoothly handling these problems is necessary. Another threat to platforms is restaurants' apex
independent body, which is the Indian Restaurant Association. Occasionally, disagreements arise
between food companies and restaurant associations. Dynamic Customer Preferences: Any food
delivery service's ultimate goal should be to increase its market share by giving customers the best
value at the lowest price. Despite growing competition, food delivery services have increased their
marketing efforts to the point where customers now have too many options.
Dynamic changes in preferences affect brand loyalty and make the consumer base unstable.
Food Quality Standards: The huge demand for online orders makes it challenging for food delivery
applications to offer meals of a good standard. Given the significant differences between meals
served on a restaurant's property and food delivered to a customer's door, food delivery businesses
should aim to close this gap.
Handling Consumer Expectations: No matter how much of the market is captured, if firms
can't meet customers' expectations, it's a failed attempt. Customer satisfaction in this case is the
responsibility of all restaurant employees working at the original location, not simply the delivery
partners. To communicate and anticipate customer wants, it can be challenging to close the gap
between delivery services and restaurant owners.

20
 Improper Food Handling: Orders being handled incorrectly by delivery drivers owing to a
lack of training is one of the biggest challenges they face.

3.4 Indian Food Delivery Market

3.4.1 Zomato
One of India's most popular start-ups is Zomato. The company's main objective is to link
customers with restaurants. It has developed innovative strategies, services, promotional benefits,
and a convenient system from ordering to delivery. Zomato is the best website for looking up
restaurants, ordering food online, and making reservations at dining establishments. The firm was
established in Gurugram by Deepinder Goyal and Pankaj Chaddah. It was an early leader in the
online food ordering and restaurant search markets in India, to the mutual advantage of diners and
eateries. Zomato's extensive rating system helps users find the best local restaurants and cuisine.
The fact that Zomato is one of the few companies to go global sets it apart from other businesses.
Currently, Zomato's platform features more than 1 million eateries from around the world.
History: The founders of Zomato realized that customers did not even know the names of the
eateries that were located nearby when they first started the company. The website's creators
thought it would be a fantastic idea to list all the eateries online and provide access to their menus.
In the end, this concept inspired the 2008 launch of FoodieBay. After seeing success in the Delhi-
National Capital Region, the startup expanded its services to the rest of India. In 2010, the firm
combined FoodieBay with Zomato as part of a rebranding attempt. At that time, Zomato expanded
its services to many additional cities around the nation. Zomato currently operates internationally
and offers access to more than 10,000 cities in 24 different nations. Zomato is used often by
millions of users across continents to discover the best restaurants in their area and make orders
for takeout.
Funding: Ten rounds of funding totaling $443.8 million have been invested in Zomato. Vy
Capital, Temasek Holdings, Ant Financial, Sequoia Capital, and Info Edge are just some of the
notable investors.
Acquisitions: Zomato has made several acquisitions over the years, the most notable being the
2015 purchase of Urbanspoon, a startup based in the United States. Some of the other firms that
Zomato has purchased include Obedovat, Menu Mania, Lunchtime, MapleGraph, Sparse Labs,
Gastronauci, NexTable, Cibando, Mekanist, and Runner.
Competition: Several restaurant search and food delivery services like Swiggy, Dineout,
GrubHub, DoorDash, etc. compete with Zomato.
About the Founders: Zomato was founded by Deepinder Goyal and Pankaj Chaddah, both Indian
Institute of Technology, Delhi alumni. At Zomato, Deepinder Goyal currently holds the position
of CEO. He was a senior associate consultant at Bain & Company before founding Zomato. Co-
founder Pankaj Chaddah has previously held senior analyst and associate consultant positions at
Bain & Company before founding Zomato.

21
1. Advertisement
2. Online Ordering
3. Zomato Base
4. Table Reservation/Zomato Book Advertisement:
Advertisement; Zomato offers restaurants an advertising platform; when users search for a
specific term, the software algorithm suggests the most appropriate restaurant. The company
facilitates restaurants' ability to advertise their service on the platform; whenever consumers search
for a particular food menu, the application displays a list of restaurants around their neighborhoods.
An estimate indicates that Zomato's advertising division accounted for the majority of its income.
Online ordering: To deliver the food from the restaurant to the customer, Zomato has a special-
order delivery mechanism. Zomato notifies the partner restaurant of a customer's food order, which
is then fulfilled by the restaurant. With this network, Zomato receives an average commission of
8.5 percent.
Zomato Base: A cloud-based point-of-sale system for restaurants called MaplePOS was
purchased by Zomato, according to an announcement. MaplePOS was succeeded by Zomato Base.
The base is a unique POS system that is based on applications and uses custom hardware and
software to make service more consistent and flexible. The Base application offers various
features, like managing stock and payment solutions for digital transactions. The acquisition of
MaplePOS helps the restaurant industry implement technological advancements in service
delivery. As seen, the hospitality and restaurant industries have little penetration of technology;
thus, Zomato's base will fill the gap and change on a large scale.
"Zomato Base has unique features such as menu management, inventory management, recipe
management, customer relationship management, data analytics, electronic receipts, offline
transaction support, payment gateway integration, and a stealth feature that will change the way
restaurants go about their business" (Goyal, 2015). Zomato is one of the companies that builds
products for both customers and restaurants. The Basic platform is the initial phase in the
company's strategy to develop a technological platform that links customers to restaurants and
restaurants to customers.
Table Reservation or Zomato Book: A Zomato book or reservation is the company's service for
reserving a table for dining in desired restaurants. This table booking feature allows customers to
book a table directly through the app;
Customers do not need to visit restaurants to book a table. This also helps to avoid long lines,
which are common at restaurants, and saves time. From the restaurant's perspective, the
establishments can effectively manage their pre-bookings and arrange their workload. The
restaurants can keep track of their personnel needs and stock levels so that everything is ready for
cooking when it is time by simply checking the reservation list.

22
3.4.2 Swiggy
Indian meal delivery service Swiggy. As of September 2021, 500 Indian cities are served by
Swiggy, which was founded in July 2014 and has its headquarters in Bangalore.

History: To streamline shipping and courier services across India, the online retailer Bundl's two
founders, Sriharsha Majety and Nandan Reddy, founded it in 2013. Bundle was halted and
relaunched to enter the meal delivery market. The struggles of various well-known start-ups,
notably Foodpanda (later purchased by Ola Cabs), TinyOwl (later purchased by Zomato), and Ola
Café (later shut down), caused instability in the food delivery market at the time (Mint, 2018).
Swiggy and Bundl Technologies, the parent holding company of Rahul Jaimini, formerly of
Myntra, were founded in 2013 by Majety and Reddy.

Investments and Acquisitions: Swiggy received a $2 million investment from SAIF Partners and
Accel in 2015, in addition to a further investment from Norwest Venture Partners. The following
year, it received $15 million from both seasoned and fresh investors, including Bessemer and
Harmony Partners. Naspers invested $80 million in Swiggy during a round of funding that year.
In September 2018 and April 2020, Swiggy's market worth was around $3.3 billion and $3.6
billion, respectively. In 2017, Swiggy bought Asian food start-up East from Bangalore. Afterward,
Mumbai-based food and apparel delivery firm Scootsy Logistics was purchased by Swiggy. It
bought Mumbai-based milk delivery start-up SuprDaily in September 2018. (Business Standard,
2018). In 2019, the business also made a Rs. 31 crore investment in Mumbai-based Fingerlix, a
ready-to-eat food start-up.
Business Model: Swiggy's business model canvas is predicated on providing hyperlocal, on-
demand meal delivery services. Swiggy acts as a go-between for restaurants and customers by
employing a state-of-the-art technical platform. Customers in urban areas can use the app to place
orders from local restaurants and have their food delivered right to their doorstep. The app features
a large number of restaurants for users to select from and order from. Swiggy is expanding its
network of delivery partners and already works with a large number of establishments. On-
demand, they will pick up and deliver your food order from one of our partner restaurants. Swiggy
advantages restaurants that may accept more orders from customers using their own Swiggy app
because it operates under a dual partnership approach. They gather the order information when it
is placed, restaurants will prepare the order, and give it to the Swiggy drivers. This strategy allows
restaurants to avoid using their delivery personnel, saving them money and time. All neighboring
Swiggy drivers receive a broadcast signal on their individual Swiggy driver apps when an order is
made. After the order is approved, it is delivered right to the client's door.
Swiggy's market includes people who don't want to go out to eat at restaurants and cafés. Swiggy's
customers are primarily individuals who want to order food online and have it delivered right to
their door. Currently, Swiggy earns money primarily through six income channels:
Delivery Charges: Customers are the primary source of revenue for Swiggy. In times of strong
order demand or extreme weather, Swiggy raises the delivery fees from the standard rate.
Commissions: Another significant source of income for Swiggy comes from commissions. To

23
create sales leads and transport their food using Swiggy's fleet, it receives commissions from the
eateries. On each order placed through Swiggy's website, restaurants must pay 15% to 25%
(Business Strategy Hub, 2020).
Advertising: Swiggy makes money from advertising in the following ways:
Banner Promotions: Swiggy uses its app to promote and advertise several restaurants. Regionally
specific eateries pay a charge to have their page shown and gain enhanced visibility through banner
advertising.
Priority listing of Restaurants: By paying Swiggy a premium, restaurants may ensure that they
will be displayed at the top of the search results. A substantial fee is required if a dining
establishment wishes to go up the rankings.
Swiggy Access: Using the idea of a "cloud kitchen," Swiggy came up with a novel concept:
turnkey cooking space for its restaurant partners in areas where Swiggy does not have a physical
presence. To ensure that consumers receive their meals quickly, Swiggy assists businesses in
relocating their culinary facilities. The company wants to make food more accessible to its clients.
Swiggy Super: For its consumers, Swiggy has introduced a membership club called Swiggy Super.
With all orders over $99, this service offers limitless free delivery. Customers that join this
programme are exempt from paying surge pricing during periods of high demand.
Swiggy Go: In 2019, Swiggy launched Swiggy Go, an instant pick-up and drop-off service that
generates revenue in its own right. Profits are generated by facilitating customers' usage of Swiggy
Go to deliver, collect, and return things to different points in the city.
Benefits of Online Food Delivery
Services Convenient: Mobile devices, especially smartphones and tablets, have made it easier than
ever for consumers to place rapid online orders. Several studies have shown that mobile devices
are the most popular way for customers to place online restaurant orders.
Time Saving: People favour buying food online because of its convenience. Just about everyone
with a smartphone can now place an online order at a restaurant. Everyone, whether they're at their
desks, stuck in traffic, or riding the bus, will immediately place an order. This is far superior to
calling in your order from the comfort of your own home.
Online Food Ordering is Open 24/7: Although restaurants may not always be open, the online
system for ordering food is. Customers can place their orders whenever it is most convenient for
them by using an online food ordering system. Clients can easily select a preferred time for pickup
or delivery.

24
 CHAPTER IV
ANALYSIS AND INTERPRETATION OF DATA

25
ANALYSIS AND INTERPRETATION OF DATA INTRODUCTION
In this chapter, an in-depth study has been made on to impact of online food
delivery apps in Karaikudi and their satisfaction level. For this purpose, a field survey method was
employed to collect firsthand information from 70 sample respondents. The data thus collected
were arranged into simple tabular form. The impact of online food delivery apps and the level of
satisfaction towards usage of online food delivery apps of the selected sample respondents are
considered dependent variables. The Independent variables selected for the study are age, gender,
marital status, educational qualification, primary source of income, family monthly income, type
of family, area of residence, satisfaction with online food delivery apps, etc. This chapter is divided
into four sections. These chapters are given below:

1. The Demographic Profile of the respondent.

2. The impact of online food delivery among students.
3. The satisfaction towards usage of online food delivery apps.
4. Problems faced by users on online food delivery.

26
 Table 4.1
AGE
S.NO AGE NO OF PERCENTAGE
RESPONDENTS
1 20 7 10%
2 21 29 41.4%
3 22 20 28.6%
4 23 8 11.4%
5 24 1 1.4%
6 27 1 1.4%
7 33 2 2.9%
8 56 1 1.4%
9 59 1 1.4%
TOTAL 70 100%
Source: Primary data

Interpretation:
It is found from the above table that 41.4 percent of the respondents belong to the age group
of 21 years, 28.6 percent of the respondents belong to the 22 years of age category, and 2.8 percent
of the respondents belong to the age group of above 50 years. It is found from the analysis that the
majority (41.4%) of the respondents belong to the below 21 years of age category.

Chart-4.1

27
 TABLE4.2
GENDER
S.NO GENDER NO OF PERCENTAGE
RESPONDENTS
1 MALE 22 31.4%
2 FEMALE 48 68.6%
TOTAL 70 100%
SOURCE-(PRIMARY DATA)
Interpretation:
It is inferred from the above table that 31.4 percent of the respondents are male and 68.6
percent of the respondents are female. It is found from the analysis that the majority (68.6%) of
the respondents are female.

CHART 4.2

28
 TABLE;4.3
EDUCATIONAL QUALIFICATION
S.NO EDUCATIONAL NO OF PERCENTAGE
QUALIFICATION RESPONDENT
1 SCHOOL LEVEL - -
2 UG 8 11.4%
3 PG 60 85.7%
4 PhD 1 1.4%
5 Diploma 1 1.4%
TOTAL 70 100%

SOURCE (PRIMARY DATA)

Interpretation:
It is explored from the above table that 11.4 percent of the respondents are UG, 1.4 percent of
the respondents are PhD, 1.4 percent of the respondents are Diploma and. It is found from the
analysis that the majority (85.7%) of the respondents are PG.

CHART;4.3

29
 TABLE;4.4
OCCUPATION STATUS
S.NO OCCUPATIONAL NO OF PERCENTAGE
STATUS RESPONDENTS
1 STUDENT 62 88.6%
2 GOVERNMENT 1 1.4%
EMPLOYEE
3 PRIVATE 4 5.7%
EMPLOYEE
4 BUSINESSMAN 1 1.4%
5 PROFESSIONAL -
6 UNEMPLOYED 1 1.4%
7 OTHER 1 1.4%
TOTAL 70 100%
SOURCE –(Primary Data)
Interpretation
This analysis shows that most of the respondents were students 88.6%.

CHART; 4.4

30
 TABLE 4.5
MARITAL STATUS
S.NO MARITAL STATUS NO OF PERCENTAGE
RESPONDENTS
1 UNMARRIED 63 90%
2 MARRIED 7 10%
TOTAL 70 100%
SOURCE –(Primary Data)

INTERPRETATION;
It is inferred from the above table that 90 percent of the respondents are
unmarried and 10 percent of the respondents are married. It is found from the analysis that the
majority (90%) of the respondents are unmarried.

Chart 4.5

31
 TABLE 4.6
MEMBER OF FAMILY
S.NO MEMBER OF NO OF PERCENTAGE
FAMILY RESPONDENTS
1 2 2 2.9%
2 3 8 11.4%
3 4 38 54.3%
4 ABOVE 4 22 31.4%
SOURCE PRIMARY DATA

INTERPRETATION
It is noted from the above table that 2.9percent of the respondents have a family of 2 members
11.4percent of the respondents have a family of 3 members and 31.4 percent of the respondents
have above 4 It is found from the analysis that the majority (54.3%) of the respondents are having
a family of 4 members.

CHART 4.6

32
 TABLE4.7
FAMILY TYPES
S.NO FAMILY TYPES NO OF PERCENTAGE
RESPONDENTS
1 NUCLEAR 50 71.4%
2 JOINT 20 28.6%
TOTAL 70 100%
SOURCE –(Primary Data)

INTERPRETATION
It is noted from the above table that 71.4 percent of the respondents have a nuclear
family and 28.6 percent of the respondents have a joint family It is found from the analysis that
the majority (71.4%) of the respondents have a nuclear family.

CHART 4.7

33
 TABLE 4.8
Residential area
S.NO RESIDENTIAL NO OF PERCENTAGE
AREA RESPONDENTS
1 KARAIKUDI 45 64.3%
2 OTHER 25 35.7%
TOTAL 70 100%
SOURCE –(Primary Data)

INTERPRETATION
It is inferred from the above table that 64.3 percent of the respondents are
from Karaikudi and 35.7 percent of the respondents are from other places. It is found from the
analysis that the majority (64.3%) of the respondents are from Karaikudi..

CHART 4.8

34
 TABLE4.9
USAGE IN A WEEK
S.NO USAGE IN A WEEK NO OF PERCENTAGE
RESPONDENTS
1 1 time 42 60%
2 2times 18 25.7%
3 3times 5 7.1%
4 More than 3times 5 7.1%
5 Total 70 100%
SOURCE –(Primary Data)

INTERPRETATION

From the analysis, it is determined that 60 percent of the respondents use only 1 time in a week,
25.7 percent of the respondents are using 2 times a week, 7.1 percent of the respondents are using
3 times a week and 7.1percent of the respondents use more than 3 times in a week. It is found from
the analysis that the majority (60%) of the respondents are using only 1 time in a week.

CHART 4.9

35
 TABLE 4.10
Online food delivery applications do people use regularly
S.NO USE REGULARLY NO OF PERCENTAGE
RESPONDENTS
1 Zomato 59 84.3%
2 Swiggy 10 14.3%
3 Uber eats 0 0%
4 other 1 1.4%
Total 70 100%
SOURCE –(Primary Data)

Interpretation
It is found from the above table that 84.3percent of the respondents are using Zomato regularly,
14.3percent of the respondents use Swiggy regularly,1 .4 percent of the respondents are using
other apps, It is noted that the majority (84.3%) of the respondents are using Zomato regularly.

Chart 4.10

36
 TABLE 4.11
RATE OF USER INTERFACE OF ONLINE FOOD DELIVERY APPLICATION
S.NO RATING OF USER NO OF PERCENTAGE
INTERFACE RESPONDENTS
1 1 4 5.7%
2 2 18 25.7%
3 3 15 31.4%
4 4 22 21.4%
5 5 11 15.7%
Total 70 100%
SOURCE –(Primary Data)
Interpretation
From the above table, it is stated that 5.7 percent of the respondents rated 1 25.7 percent of the
respondents rated 2and 31.2 percent of the respondents rated 3,21.4 percent of the respondents
rated 4, and 15.7 percent of the respondents rated 5. It is identified from the analysis that the
majority (31.4%) of the respondents have a 3 rating of user interface.

Chart 4.11

37
 TABLE 4.12
S.no Satisfied with the No of respondents Percentage
service provided
1 Very satisfied 12 17.1%
2 Satisfied 42 60%
3 Neutral 15 21.4%
4 Dissatisfied 0 0%
5 Very dissatisfied 1 1.5%
Total 70 100%
SOURCE –(Primary Data)
Interpretation
It is found from the above table that 17.1 percent of the respondents are very satisfied with the
service provided. 60 percent of the respondents are Satisfied with the service provided and 21.4
percent of the respondents are neutral with the service provided.1.5 percent are very dissatisfied
with the service provided It is found from the analysis that the majority (60%) of the respondents
are satisfied with the service provided.

Chart 4.12

38
 Table 4.13
Modes of payment transactions
S.no Modes of payment No of respondents Percentage
1 Credit/debit card 3 4.3%
2 Cash on delivery 16 22.9%
3 Mobile 51 72.8%
wallets(Gpay.paytm
etc)
4 other 0 0
5 Total 70 100%
SOURCE –(Primary Data)
Interpretation
From the above table, it is inferred that 4.3 percent of the respondents are using credit/debit cards
as a mode of payment,22.9 percent of the respondents are using cash on delivery as a mode of
payment, 72.8 percent of the respondents are using mobile wallets (Gpay, Paytm) and It is
determined from the analysis that the majority (72.8%) of the respondents are using mobile
wallets(Gpay, Paytm, etc) modes of payment.

Chart 4.13

39
 Table 4.14
satisfied with the pricing of food items on the apps
S.no Satisfied of pricing No of respondents percentage
on the apps
1 Yes 32 45.7
2 No 14 20
3 Neutral 24 34.3
Total 70 100
SOURCE –(Primary Data)

Interpretation
It is inferred from the above table that 45.7 percent of the respondents are satisfied and 20 percent
of the respondents are not satisfied.34.3 percent, It is found from the analysis that the majority
(45.7%) of the respondents are satisfied with pricing.

Chart 4.14

40
 Table 4.15
u ever contacted customer support for assistance with your orders
S.no Customer support No of respondents Percentage
response
1 Yes 48 68.6
2 No 21 31.4
4 Total 70 100%
SOURCE –(Primary Data)
Interpretation
It is inferred from the above table that 68.6. percent of the respondents contacted customer support
for assistance 31.4 percent of the respondents do not contact support for assistance and It is found
from the analysis that the majority (68.6%) of the respondents are contacted customer support.

Chart 4.15

Customer support
response

NO
31.4
YES
68.6

YES NO

41
 Table 4.16
rate the responsiveness and helpfulness of customer support
S.no Responsiveness of No of respondents Percentage
customer support
1 Excellent 10 14.3
2 Good 53 75.7
3 Fair 7 10
4 poor 0 0
Total 70 100
SOURCE –(Primary Data)
Interpretation
It is inferred from the above table that 14.3 percent of the respondents are excellent and 75.7
percent of the respondents are good. And 10 percent of the respondents are fair Responsiveness
of customer support It is found from the analysis that the majority (75.7%) of the respondents are
good in Responsiveness of customer support.

Chart 4.16

42
 Table 4.17
ease of ordering food through the online food delivery application

S.no Level of easiness No of respondents Percentage

ordering food in the
apps
1 Very easy 15 21.4
2 Easy 36 51.4
3 Neutral 19 27.2
4 difficult 0 0
5 Very difficult 0 0
Total 70 100
SOURCE –(Primary Data)
Interpretation
It is found from the above table that 21.4 percent of the respondents are very easy ordering food
in the apps, and, 51.4 percent of the respondents are easy ordering food in the apps and 27.2 percent
of the respondents are neutral ordering food in the apps. It is found from the analysis that the
majority (51.4%) of the respondents are marketing easy ordering food in the apps.

Chart 4.17

43
 Table 4.18
Customer behavior towards selecting restaurants
S.no No of respondents Percentage
1 Same restaurants 16 22.9
2 Try news ones 26 37.1
3 Mix of both 28 40
4 100
SOURCE –(Primary Data)

Interpretation
It is inferred from the above table that 22.9 percent of the respondents also
prefer the same restaurants 37.1 percent of the respondents prefer to try new ones and 40 percent
of the respondents prefer to mix both. It is found from the analysis that the majority (40%) of the
respondents prefer to mix both(same restaurants and try new restaurants).

Chart 4.18

44
 Table 4.19
Are you satisfied with the variety of restaurants available on the application?
S.no Level of satisfied No of respondents Percentage
1 Very satisfied 9 12.9
2 Satisfied 41 58.6
3 Neutral 18 25.7
4 dissatisfied 2 2.9
5 Very dissatisfied 0 0
Total 70 100
SOURCE –(Primary Data)
Interpretation

From the above table, it is inferred that 12.9 percent of the respondents are very satisfied,and 58.6
percent of the respondents are satisfied,and 25.7 percent of the respondents are neutral and 2.9
percent of the respondents are dissatisfied on variety of restaurants available on the application .
It is determined from the analysis that the majority (39.2%) of the respondents are satisfied with
the restaurants available on the application.

Chart 4.19

45
 Table 4.20
satisfied are you with the accuracy of delivery time estimates provided by the application
S.no Accuracy of time No of respondents Percentage
shown on apps
1 Very satisfied 9 12.9
2 Satisfied 39 55.7
3 Neutral 20 28.6
4 Dissatisfied 1 1.4
5 Very dissatisfied 1 1.4
Total 70 100
SOURCE –(Primary Data)

Interpretation

It is inferred from the above table that 12.9 percent of the respondents are very satisfied and 55.7
percent of the respondents are satisfied, 28 percent of respondents are neutral 1.4 are dissatisfied
and 1.4 percent of the respondents are very dissatisfied with the accuracy of delivery time estimates
provided by the application It is found from the analysis that the majority (55.7%) of the
respondents are satisfied the accuracy of delivery time estimates provided by the application.

Chart 4.20

46
 Table 4.21
be willing to use the new online delivery app
S.no To use new online Number of Percentage
food delivery apps respondents
1 Yes 37 54.4
2 No 14 25
3 Maybe 17 20.6
Total 68 100
SOURCE –(Primary Data)

Interpretation
It is inferred from the above table that 54.4 percent of the respondents are willing to use new
online food delivery apps and 25 percent of the respondents are not willing to use new online
food delivery apps. And 20.6 percent of the respondents may try new online food delivery apps
It is found from the analysis that the majority (54.4%) of the respondents are willing to use new
online food delivery apps.

Chart 4.21

47
Table 4.22
Satisfied are you with the condition of the food upon delivery
S.no condition of the food No of respondents Percentage
upon delivery

1 Very satisfied 9 12.9

2 Satisfied 41 58.6
3 Neutral 19 27.1
4 dissatisfied 0 0
5 Very dissatisfied 1 1.4
70 100
SOURCE –(Primary Data)

Interpretation

It is found from the above table that 12.9 percent of the respondents are very satisfied, 58.6 percent
of the respondents are satisfied 27.1 percent of the respondents are neutral, and 1.4percent of the
respondents are very dissatisfied with the condition of the food upon delivery is noted that the
majority (58.6%) of the respondents are satisfied with the condition of the food upon delivery.

Chart 4.22

Table 4.23

48
Are you satisfied with the quality of food delivered by restaurants through the application(s)
S.no quality of food No of respondents Percentage
1 Very satisfied 11 15.7
2 Satisfied 42 60
3 Neutral 17 24.3
4 dissatisfied 0 0
5 Very dissatisfied 0 0
Total 100 100
SOURCE –(Primary Data)
Interpretation

It is inferred from the above table that 15.7 percent of the respondents are very satisfied and 60
percent of the respondents are satisfied. 24.3 percent of the respondents are neutral with the quality
of food delivered by restaurants through the application,It is found from the analysis that the
majority (60%) of the respondents are satisfied with the quality of food delivered by restaurants
through the application.

Chart 4.23

49
Table 4.24
Online food delivery apps do you refer to other people
S,no Refer to other people No of respondents Percentage
1 zomato 59 84.3
2 swiggy 11 15.7
3 Total 70 100
SOURCE –(Primary Data)
Interpretation

It is inferred from the above table that 84.3 percent of the respondents chose Zomato to refer to
others and 15.7 percent of the respondents chose Swiggy to refer to others. It is found from the
analysis that the majority (84.3%) of the respondents chose Zomato to refer to others.

Chart 4.24

50
 Table 4.25
The reason to refer to other people
S, No Reason to refer to No of respondents Percentage
people
1 User friendly 32 45.7
2 Cost efficient 17 24.3
3 Quick delivery 15 21.4
4 Quality food 6 8.6
Total 70 100
SOURCE –(Primary Data)

Interpretation
It is found from the above table that 45.7 percent of the respondents say user-friendly, and 24.3
percent of the respondents are cost-efficient it is noted that the majority (45.7%) of respondents
say user-friendly.

Chart 4.25

51
 Table 4.26
aware of the these online food delivery apps
S.no variables
No of Well Aware Neutral Not
respondents aware aware
1 Zomato 70 39 21 10 0
2 Swiggy 70 17 30 20 3
3 Uber eats 70 4 25 26 15
4 Grab 70 3 16 31 20
5 Foodpanda 70 6 15 27 22
SOURCE –(Primary Data)

Interpretation
It is inferred from the above table that 39 percent of the respondents are well aware zomato. It is
found from the analysis that the majority (39%) of the respondents are well aware of zomato.

Chart 4.26

52
 Table 4.27
Level of customer satisfaction toward online food delivery apps
S.no variables No of VS S N DS VDS
respondents
1 Level of options 70 24 35 11 0 0
of
foods/restaurants
2 Quality of food 70 20 38 12 0 0
3 Transparency of 70 10 40 18 1 1
pricing(including
menu prices,
delivery fees and
taxes)
4 Waiting period 70 14 30 22 4 0
for, food
To prepare
5 Delivery time 70 15 39 14 2 0
6 Behavior of the 70 21 30 18 1 0
delivery agent
7 Accuracy of 70 19 36 13 2 0
delivery time
estimates
provided by the
application
SOURCE –(Primary Data)
Interpretation

It is examined from the above table that most of the respondents are satisfied with the level of
customer satisfaction toward online food delivery apps, It is determined from the analysis that
the majority of the respondents Level of customer satisfaction toward online food delivery apps.

53
Chart 4.27

54
 Table 4.28
faced any problem in online food delivery
S, No Faced any problem No of respondents percentage
1 Yes 47 67.1
2 No 23 23.9
3 Total 70 100
SOURCE –(Primary Data)

Interpretation

It is inferred from the above table that 67.1percent of the respondents are faced problems in
online food delivery and 23.9 percent of the respondents are not faced any problems in online
food delivery. It is found from the analysis that the majority (67.1%) of the respondents are face
problems in online food delivery.

Chart 4.28

55
 Table 4.29
Problem on online food delivery apps
S.no Variables No of SA A N DA SDA
respondents
1 Did you 70 16 23 17 13 1
ever get
any
damaged
(food)
2 Lack of 70 10 27 23 8 2
payment
mode
3 Food 70 11 33 21 3 2
quality
4 Pricing 70 8 26 28 7 1
model
5 Unreliable 70 7 35 19 2 7
delivery
time
6 Poor 70 10 20 25 8 7
behaviour
of food
delivery
agent
7 Lack of 70 14 22 24 5 5
response
from the
customer
care

SOURCE –(Primary Data)

Interpretation
It is examined from the above table that most o of the respondents agree that their face problems
in online food delivery apps It is determined from the analysis that the majority (of the respondents
agree that they face problems in online food delivery apps.

Chart 4.29

56
57
 CHAPTER V
SUMMARY OF FINDINGS, CONCLUSION AND
RECOMMENDATIONS

58
 CHAPTER-5
SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS
5.1 FINDINGS
5.1.1 THE DEMOGRAPHIC PROFILE.
• From the analysis it is inferred that the majority of the respondents belong to 21 years of age
category.
• From the analysis it is observed that the majority of the respondents are female.
• From the analysis, it is observed that the majority of the respondents are PG students.
• It is inferred from the analysis that the majority of the respondents are from a nuclear family.
• It is observed from the analysis that the majority of the respondents are students.
• It is observed from the analysis that the majority of the respondents are residing in Karaikudi

5.1.2 ONLINE FOOD DELIVERY APPS PROCESS

• It is inferred from the analysis that the majority of the respondents are having order once a
week.
• From the analysis, it is observed that the majority of the respondents mostly use Zomato.
• It is observed from the analysis that the majority of the respondents are satisfied with the
service provided by the online food delivery apps.
• It is inferred from the analysis that the majority of the respondents use cash on delivery.
• It is inferred from the analysis that the majority of the respondents have contacted customer
care assistance.
• From the analysis, it is observed that the majority of satisfied responsiveness of customer care.
• The study observes that the majority of the respondents were satisfied with the ease of ordering
food through the online food delivery application.
• It is identified from the analysis that the majority of the respondents are says mix of both (same
restaurants and try new ones).
• It is surmised from the analysis that the majority of the respondents are satisfied with the
variety of restaurants available in the application.
• It is determined from the analysis that the majority of the respondents are willing to use new
online food delivery.
• From the analysis, it is explored that the majority of the respondents are satisfied with the
quality of food delivered by restaurants through the applications.

59
• It is confirmed from the analysis that the majority of the respondents are satisfied with the
pricing of food items on the apps.
• It is revealed from the analysis that the majority of the respondents did face any problems with
online food delivery apps.
• It is surmised from the analysis that the majority of the respondents are faced problem with the
quality of the food.

5.2 Conclusion
Conclusion
The research conducted on the impact of online food delivery apps in Karaikudi reveals several
significant findings. Firstly, these platforms have revolutionized the culinary landscape of the
region by offering unparalleled convenience and accessibility to consumers. With a simple tap on
their smartphones, residents of Karaikudi can explore a diverse array of dining options and have
their favorite meals delivered directly to their doorsteps.
Moreover, the proliferation of online food delivery apps has provided local restaurants in
Karaikudi with a newfound avenue for reaching a wider audience. By partnering with these
platforms, eateries can extend their market reach beyond traditional brick-and-mortar
establishments, thereby experiencing increased sales and revenue.
However, alongside these benefits, there are also noteworthy implications to consider. The rise of
online food delivery apps has spurred a notable shift in consumer behavior, particularly among the
younger demographic and working professionals who prioritize convenience in their dining
choices. This shift raises concerns about the potential impact on traditional food culture in
Karaikudi, as the allure of dining out may diminish in favor of the ease of ordering in.
Furthermore, the emergence of online food delivery apps has created economic opportunities for
delivery partners and gig workers in Karaikudi. Nevertheless, challenges persist regarding fair
wages, working conditions, and job security, necessitating a careful examination of labor practices
within the gig economy.
In light of these findings, it is evident that the influence of online food delivery apps extends
beyond mere convenience, touching upon socio-economic dynamics and cultural norms within
Karaikudi. Moving forward, stakeholders must navigate this evolving landscape thoughtfully,
balancing the benefits of technological innovation with the preservation of local culinary traditions
and the welfare of workers. Regulatory frameworks must be adapted to address emerging
challenges while fostering a thriving and equitable online food delivery ecosystem in Karaikudi.

60
5.3 Recommendations
1. Direct link between customers and restaurants
Online Food Delivery apps act as a platform between customers and restaurants. The app may be
of great aid to a restaurant and also offer convenience to the customers. However, there remains a
gap between the restaurants and the customers as throughout the process of online ordering no
direct contact is allowed between restaurant and customer. Online Food Delivery app should strive
to enable its platform to become a direct source of communication between the restaurant and the
customers. There should be feedback and a grievance system in place. In addition, restaurants
should be allowed to communicate with their customers through the Online Food Delivery apps to
communicate and redress their grievances. This can ensure better customer acquisition and
retention and enhance customer satisfaction. If this recommendation can be implemented it will
lead to an improvement in the Customer Relationship Management of the restaurants. It will
benefit all three parties of the transaction, that is, the customers, the Online Food Delivery apps,
and the restaurants.
2. Combination of elaborative reviews and ratings
It has been observed that customer has a favourable perception towards reviews and customers do
read reviews of the restaurants on Online Food Delivery apps. Findings also suggest that the Online
Food Delivery app has a system of weeding out fake reviews and only genuine reviews are
displayed on the apps. The reviews displayed on the Online Food Delivery apps are thus
trustworthy and reliable. Customer refers to reviews to make the choice of restaurant to order from
and also identify the specialties of the restaurant and their acclaimed dishes. Online Food Delivery
apps that have a system of only displaying ratings and allowing customers to rate a particular
restaurant should add a section for writing reviews and feedback to provide suggestions to the
restaurants which can help them to improve their service and also information to the other
customers to help them choose by ordering food.
3, Option for restaurants to use their delivery staff for better service
Restaurants should be allowed to use their delivery staff to deliver the parcels. This can allow the
restaurants to optimum utilization of manpower and also save on commission in case of permanent
delivery staff employed. The initiative can allow restaurants to have more control over the entire
process as well as benefit from promotion on the Online Food Delivery apps as well as
commission. The commission may be reduced if the restaurant is using its delivery fleet.
Restaurants can also choose to use the delivery staff of Online Food Delivery apps during
weekends when they witness an increased number of walk-ins and cannot cope with the number
of increased online orders due to limited staff engaged in restaurants.
4, Training to delivery staff of Online Food Delivery apps
Online Food Delivery apps should ensure to train their staff concerning various essentials of
customers. The delivery staff should be trained in handling the food package and communicating

61
with the customer to enhance the customer experience. Service has a strong impact on the
preference of ordering online and customer acquisition however, it has been observed through the
findings that currently customers have a negative perception towards service. Training the delivery
staff can improve the service and in turn also help in improving customer acquisition by ensuring
a stronger preference for ordering online.
5. Focus on Service
Service has a strong impact on preference for ordering online and customer retention. The Online
Food Delivery apps, as well as restaurants, should focus more on improving the service on Online
orders by ensuring proper packaging, providing use and through miscellaneous cutlery that is bio-
degradable, tissues and other elements of service like well-spoken staff and helpline numbers to
register complaints and quick redressal of the same.
6, Standardized rates on a restaurant menu and online
Based on the observation of the study customers mainly order during the discount period which
does not allow the restaurant of the Online Food Delivery apps to gain many profits. In such a
situation, restaurants admit that they increase the prices of the food items on the menu displayed
on Online Food Delivery apps and offer discounts on the same which allows restaurants to be in a
profitable position. Despite the fact of discounts and ordering most during the special offer period,
customers have a negative perception towards realizing savings when ordering on the Online Food
Delivery app. A recommendation concerning the above observation is that the restaurant should
display the same rates of food items on Online Food Delivery apps as the rates on the restaurant’s
menu for dine-in customers and show the commission and packaging charges as the service
charges which increases the total cost of the food item. This may allow the customer to make a
cautious choice to order online or directly through the restaurant.

62
 5.4 Future scope of the study
1. Impact of Online Food Delivery business on employment
Researchers can focus on the impact of Online Food Delivery apps on employment in Maharashtra
as the future scope of the study. The research can cover the Human Resource Management policies
of Online Food Delivery apps, the determination of compensation packages, and welfare schemes
for delivery staff. Employee satisfaction concerns the work profile, working, salary offered, and
working hours. Employee satisfaction and retention policies of the Online Food Delivery staff can
be surveyed in future research.
2, Role of Online Food Delivery apps in the thriving of the Cloud Kitchen concept
Cloud kitchens are the term used for restaurants or food outlets with no dining space of their own
and thus no business offline. The cloud kitchen only receives its orders through Online Food
Delivery apps and operates the business solely through online delivery. Thus, these cloud kitchen
brands and dependent on the Olean Food Delivery apps to bring most of the business to them.
Future research can focus on the role of Online Food Delivery apps in growing the businesses of
cloud kitchens and the future scope for the business.
3Customer perception towards services of Online Food Delivery apps
There lie three perspectives when online food delivery is considered, first, online ordering from
Online Food Delivery apps, second, pick-up from restaurants, and third, delivery by Online Food
Delivery staff. Ordering online provides customers with convenience; however, the service quality
of the Online Food Delivery apps may be questionable. Future research can focus on understanding
customer perception towards services of Online Food Delivery apps.
4, Impact of Online Food Delivery service quality on a performance review of restaurants
When it comes to ordering online restaurants and Online Food Delivery have to strive together to
provide a better service to customers. Both play an important role in enhancing the customer
experience. However, as observed through the findings of the research restaurants have to
sometimes endure poor service on the part of Online Food Delivery apps through negative reviews
and ratings. Researchers in the future can take up the topic of studying the impact of poor service
delivered by Online Food Delivery apps on restaurant ratings and performance reviews.
5. Study on the impact of delivered food quality on customer satisfaction
It has been found through discussions with the restaurateurs in the process of the data collection
that the delivery time deteriorates the quality of food in terms of taste, temperature, and texture.
The research in the future can focus on the impact of food quality when delivered on customer
satisfaction compared to the satisfaction derived from food enjoyed at the restaurant. The study
may be selective concerning certain kinds of restaurants. The research findings are expected to be
interesting considering the variety of cuisines available in India.

63
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67
IMPACT ON ONLINE FOOD DELIVERY APPS ON KARAIKUDI
QUESTIONNAIRE
1, Name
2. Age.
3. Gender:
(A)MALE (B) FEMALE
4. Educational Qualification:
(a) School level (b)UG (c)PG (d) Ph.D. (e) Others
5. Occupational status:
(a) Student
(b) Businessman
(c) Government Employee
(d) Private Employee
(e) Others
6, Marital status:
(a) Married (b) unmarried
7, Family Type:
(a)Nuclear (b)Joint
8,Number of member in Family

(a)2
(b) 3
(c) 4
(d) Above 4
9, Residential area
(a)Karaikudi
(b)Other
10, How many time you use online food delivery apps in week
(a)1
(b)2

68
 (C)3
(d)More than 3

11, Which online food delivery applications do you use regularly

(a) Zomoto
(b) (b) Swiggy
(c) (c) Uber Eats
(d) (d) Others:
12, On a scale of 1 to 5, how would you rate the user interface of the food delivery
applications you use? (1 being poor, 5 being excellent)
(a)1
(b)2
(c)3
(d) 4
(e) 5
13, How satisfied are you with the overall service provided by the online food delivery
applications you use
(a) Very satisfied
(b) Satisfied
(c) Neutral
(d) Dissatisfied
(e) Very dissatisfied
14, How do you usually pay for your orders
(a) Credit/debit card
(b) Cash on delivery
(c) Mobile wallets (Gpay , Paytm, etc)
(d)Other
15, Are you satisfied with the pricing of food items on the apps
(a) Yes
(b)No
(c) Neutral

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16, Have you ever contacted customer support for assistance with your orders
(a)Yes
(b)No
(c) Neutral

17, How would you rate the responsiveness and helpfulness of customer support?
(a) Excellent
(b) Good
(c) Fair
(d) Poor
18, How would you rate the ease of ordering food through online food delivery
application
(a)Very easy
(b)Easy
(c)Neutral
(d)Difficult
(e)Very difficult
19, Do you typically order from the same restaurants or try new ones
(a)Same restaurants
(b) Try new ones
(c)Mix of both
20, How satisfied are you with the variety of restaurants available on the application
a)Very satisfied
b)Satisfied
c)Neutral
d) Dissatisfied
Very Dissatisfied
21, How satisfied are you with the accuracy of delivery time estimates provided by the
application

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a) Very satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
e) Very dissatisfied
22 Will you be willing to use the new online delivery app?
a)Yes
b) No
c) Maybe
23, The condition of the food upon delivery ?
a)Very satisfied
b)Satisfied
c) Neutral
d) Dissatisfied
e) Very dissatisfied
24, How satisfied are you with the quality of food delivered by restaurants through the applications
a)Very satisfied
b)Satisfied
c) Neutral
d) Dissatisfied
e) Very dissatisfied
25, Which of these apps do you refer to people
a)Zomato
b)Swiggy
26, reason why
a)User-friendly
b)Cost efficient
c)Quick delivery

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d)quality food
27 How did you aware of these online food delivery apps
Well aware Aware Neutral Not aware
Zomato
Swiggy
Uber eats
Grab
Food panda

28, level of customer satisfaction toward online food delivery apps

Very Satisfied Neutral Dissatisfied Very
satisfied disatisfied
Level of options
of
food/restaurants
Quality of food
Transparency
of pricing
Waiting period
for food to
prepare
Delivery time
Behavior of the
delivery agent
Accuracy of
delivery time

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29, Have you ever faced any problems with online food delivery?
(a) Yes
(b) No

30, problem on online food delivery apps

Strongly Agree Neutral Disagree Strongly
agree disagree
Did you ever
get damaged
product(food)
Lack of
payment
methods
Food quality
Pricing
model
Unreliable
delivery time
Food
packaging
Poor
behaviour of
food delivery
agent
Lack of
response
from
customer care

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