A

PROJECT REPORT ON

CUSTOMER PRECEPTION TOWARDS ZOMATO PVT. LTD.

Submitted for the partial fulfilment towards the

award of the degree in
MASTERS OF COMMERCE
Himachal Pradesh University, Shimla.171005.

SUPERVISED BY: SUBMITTED BY:

Department Of Commerce ASHRUTI CHETTRI
Govt. PG College, Dharamshala M.com
Roll No.:
Batch- 2018-2020
Semester: IV

DEPARTMENT OF COMMERCE
GOVT.POST GRADUATE COLLEGE, DHARAMSHALA
KANGRA 176215.

1
 ACKNOWLEDGEMENT

It gives me immense pleasure to present this report on entitled “CUSTOMER

SATISFACTION LEVEL TOWARDS ZOMATO PVT. LTD.” in partial

fulfillment of M.Com.

I take this opportunity to extend my sincere thanks to H.P.U for offering a

unique platform to earn exposure and knowledge in the field of Sales and

Marketing. First of all, I extend my heartfelt gratitude to Co-ordinator of

M.COM DR. MADAN GULERIA and my project guide PROF. SAPNA

THAKUR, Professor of Department of Commerce for helping in me out

various aspects of my project.

SAPNA THAKUR ASHRUTI CHETTRI

(Professor) UNIV.ROLL NO.-

2
 CERTIFICATE

This is to certify that ASHRUTI CHETTRI, student of M.com 4th semester of

GOVT. PG. COLLEGE DHARAMSHALA affiliated to HIMACHAL

PRADESH UNIVERSITY has completed her project under my supervision.

She made this project with my complete satisfaction and as per the requirement

of the course.

SAPNA THAKUR
PROJECT GUIDE
FACULTY(COMMERCE)

3
 DECLARATION

I, ASHRUTI CHETTRI under signed hereby declare that this project report on

“COMPARATIVE STUDY BETWEEN FLIPKART AND AMAZON

INDIA’’ is record of authentic work carried out by me during the period from

20/05/2020 to 28/06/2020 and has not submitted to any other university or

institution for the award of any degree/diploma etc.

Place: DHARAMSHALA

Date:

Signature of the Student

ASHRUTI CHETTRI

4
 CHAPTER INDEX

CHAPTER TITLE PAGE NO

NO.

1. INTRODUCTION 1-5

2. COMPANY PROFILE 6-19

3. RESEARCH METHODOLOGY 20-26

4. DATA ANALYSIS AND 27-45

INTERPRETATION

5. CONCLUSIONS AND 46-49

RECOMMENDATIONS

5
TABLE OF CONTENTS

S.NO TITLE PAGE

NO
ACKNOWLEDGEMENT ii

CERTIFICATE iii

TO WHOM IT MAY CONCERN iv

CHAPTER INDEX v

CHAPTER-I 1
INTRODUCTION
1.1 COMPANY INTRODUCTION 2-4

1.2 HISTORY OF ZOMATO 5

1.3 OBJECTIVES OF RESEARCH

1.4 RESEARCH APPROACH

CHAPTER-II 6
COMPANY PROFILE
2.1 PROFILE OF ZOMATO 7-12

2.2 CODE OF CONDUCT 16-19

2.3 GUIDELINES AND POLICIES OF ZOMATO

CHAPTER-III 20
RESEARCH METHODOLOGY

6
3.1 MEANING OF RESEARCH 21

3.3 RESEARCH DESIGN 22

3.4 SAMPLE SIZE AND SAMPLE TECHNIQUE 23-24

3.5 DATA COLLECTION METHOD 25

3.6 LIMITATIONS OF THE STUDY 26

CHAPTER-IV 27-45
DATA ANALYSIS AND INTERPRETATION
CHAPTER-V 46-48
CONCLUSIONS AND RECOMMENDATIONS

BIBLIOGRAPY i

ANNEXURE ii-v

7
CHAPTER-1
INTRODUCTION

8
1.1 COMPANY INTRODUCTION

Zomato is an Indian restaurant aggregator and food delivery start-up founded by

Deepinder Goyal and Pankaj Chaddah in 2008. Zomato provides information, menus and

user-reviews of restaurants, and also has food delivery options from partner restaurants in

select cities. Zomato is also entering into grocery delivery amid the COVID-19 outbreak. As

of 2019, the service is available in 24 countries and in more than 10,000 cities.

TYPE OF BUSINESS Private

AVAILABLE IN English, Turkish, Portuguese, Indonesian, Spanish, Czech,

Slovak, Polish, Italian, Vietnamese

FOUNDED July 2008

HEADQUARTERS DLF Phase V, Gurugram, Haryana, India

AREA SERVED 24 COUNTRIES Australia, Brazil, Canada, Chile

Czech Republic India, Indonesia, Ireland, Italy, Lebanon,

Malaysia, New Zealand, Philippines, Poland, Portugal, Qatar,

Singapore, Slovakia, South Africa, Sri Lanka, Turkey, UAE

United Kingdom, United States

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FOUNDER(S) Deepinder Goyal, Pankaj Chaddah

KEY PEOPLE Deepinder Goyal (Founder and CEO)

Gaurav Gupta (Co-Founder & COO)

Mohit Gupta (CEO-Food Delivery business)

Gunjan Patidar (Head of Engineering)

Akriti Chopra (CFO)

INDUSTRY Consumer Services

SERVICES Restaurant Search & Discovery, Online Ordering, Table

Reservations & Management, POS Systems, Subscription

Services.

REVENUE ₹1,555 crore (US$220 million) (FY 2019)

OPERATING

INCOME Decrease ₹2,220 crore (US$310 million) (FY 2019)

EMPLOYEES 5,000+

URL Zomato

ALEXA RANK 963

ADVERTISING Yes

REGISTRATIO Optional

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USERS 8 crore (80 million) monthly active users

CURRENT STATUS Active

NATIVE CLIENTS Windows Phone, iOS, Android, Universal Windows Platform

ON (Windows 10 Mobile, Windows 10)

1.2 HISTORY

Zomato was founded as Foodiebay in 2008 and renamed Zomato in 2010. In

2011, Zomato expanded across India to Delhi NCR, Mumbai, Bangalore, Chennai, Pune and

Kolkata. In 2012, the company expanded operations internationally in several countries,

including the United Arab Emirates, Sri Lanka, Qatar, the United Kingdom, the Philippines,

and South Africa. In 2013, Zomato was launched in New Zealand, Turkey, Brazil and

Indonesia, with its website and apps available in Turkish, Brazilian Portuguese, Indonesian

and English languages. In April 2014, Zomato launched its services in Portugal, followed by

launches in Canada, Lebanon and Ireland.

The acquisition of Seattle-based food portal Urbanspoon marked the firm's entry into the

United States, Canada and Australia, and brought it into direct competition with similar

models such as Yelp and Foursquare.

With the introduction of .xxx domains in 2011, Zomato also launched zomato.xxx, a site

dedicated to food porn. In May 2012, it launched a print version of the website named

"Citibank Zomato Restaurant Guide," in collaboration with Citibank, but it has since been

discontinued.

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In February 2017, Zomato announced plans to launch a service to help restaurants expand

their presence without incurring any fixed costs. In September 2017, Zomato claimed the

company had "turned profitable" in all 24 countries where it operated and introduced a "zero-

commission model" for partner restaurants. Towards the end of 2017, Zomato stopped

accepting updates from its active users by not utilizing moderators to verify and make

updates. Users of the app reported issues with new features to pay for orders.[citation needed]

Zomato narrowed down its losses by 34% to ₹389 crore[clarification needed] for the

financial year 2016–17, from ₹590.1 crore[clarification needed] in the previous year 2015–

16.

In September 2019, Zomato fired almost 10% of its workforce (540 people) tending to back-

end activities like customer service, merchant and delivery partner support functions. In April

2020, due to rising demand for online groceries amid the COVID-19 pandemic, Zomato

launched its grocery delivery services named Zomato Market in 80+ cities across India.

In April 2020, Zomato introduced Contactless Dining to get ready for a post-lockdown world.

Through this initiative the company aims to minimise customer contact with anything that

someone else might have touched, by eliminating use of high-touch elements such as the

menu, ordering and bill payments through bar codes or the app while the staff will wear

masks. In May 2020, Zomato further laid off 520 employees due to the COVID-19 pandemic.

1.3 OBJECTIVES OF THE STUDY

 To understand and estimate the consumer perception and factors affecting their

behavior for choosing zomato.

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  To understand tactics and methods that are used by Zomato pvt. ltd. players to grab

the customers in India.

 To understand the customer satisfaction level toward features and services offered by

Zomato.

 To understand the work flow of Zomato which are leading in India.

 To study complexities and barriers those are there in between company and

customers.

 To find out new opportunities and to succeed in those procedures.

 To study and understand the areas which are need to be improved.

 To gain inputs form customers to improve customer satisfaction.

1.4 RESEARCH APPROACH

1.4.1 EXPLORATORY RESEARCH

 Exploratory research conducted for a problem that has not been clearly defined.

Exploratory research helps determine the best research design, data collection method

and selection of subjects. It should draw definitive conclusions only with extreme

caution. Exploratory research often relies on secondary research such as reviewing

available literature and/or data, or qualitative approaches such as informal discussions

with consumers, employees, management or competitors, and more formal

approaches through in-depth interviews, focus groups and projective methods.

1.4.2 DESCRIPTIVE RESEARCH

 The objective of descriptive research is to describe the characteristics of various
aspects, such as the market potential for a product/company or the demographics and
attitudes of consumers who buy the product with the help of primary data collected

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CHAPTER-2
COMPANY
PROFILE

14
2.1 PROFILE OF ZOMATO

Founded in 2008, Zomato is a leading platform

for restaurant search & discovery, online food ordering, and restaurant table reservations. The

company was founded by Deepinder Goyal and Pankaj Chaddah and is headquartered in

Gurgaon (officially Gurugram). Zomato has been a pioneer in food ordering and restaurant

discovery in India, which has benefitted both restaurants and customers.

Featuring a robust review system, Zomato allows foodies to find the best meals and

restaurants in their neighborhood. A notable aspect about Zomato is that it is among the few

companies that have gone global after starting operations in India. Zomato currently features

more than 1 million restaurants globally on its platform.

Our Values

 Resilience

We push ourselves beyond our abilities when faced with tough times. When we

foresee uncertainty, we address it only with flexibility.

 Acceptance

Feedback is never taken personally, we break it into positive pieces and strive to work

on each and every element even more effectively.

 Ownership

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 People here don’t work ‘for’ Zomato, they work ‘with’ Zomato. We treat every

problem as our own, take accountability and drive the change.

 Humility

It’s always ‘us’ over ‘me’. We don’t lose ourselves in pride or confidence during

individual successes, but focus on being our simple selves in every which way.

 Spark

We believe in, stand for and are evangelists of our culture - both, within Zomato and

externally with all our stakeholders.

 Judgement

It’s not our abilities that show who we truly are - it’s our choices. We aim to get these

right, at least in the majority of the cases.

ORGANIZATIONAL CHART

DEEPINDER GOYAL FOUNDER AND CEO

MOHIT GUPTA CEO-FOOD DELIVERY

AKRITI CHOPRA CFO

AKSHANT GOYAL HEAD-CORPORATE DEVELOPMENT

ANKIT KHAWATRA FOUNDER-FEEDING INDIA

CANKUT AYDIN COUNTRY MANAGER-TURKEY

CHAITANYA MATHUR LEAD ZOMALAND

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 DAMINEE SAWHNEY VP-HR

DEAN BLACKBEARD CITY HEAD-SYDNEY

DURGA RAGHUNATH SVP GROWTH

GAURAV GUPTA COO & CO-FOUNDER

GAURAV VERMA GLOBAL HEAD, DINING OUT GROWTH

GUNJAN PATIDAR CTO

HIMANSHU KALRA LEAD-HYPERPURE

JALAJ KHURANA GLOBAL LEAD, DINING OUT SUPPLY

KARL BAZ REGIONAL DIRECTOR-MEA

PRADYOT GHATE VP-PRODUCT

RAM SINGLA VP-ENGINEERING

RIDHI JAIN AVP-PRODUCT

STEVEN MURRAY LEAD-TALENT DEVELOPMENT

TAFADZWA CHIWANZA HEAD DINING OUT, AUSTRALIA

THOMAS PHILLIPPE GENERAL COUNSEL

INVESTMENTS AND ACQUISITIONS

 INVESTMENTS

Between 2010–13, Zomato raised approximately US$16.7 million from Info Edge India,

giving them a 57.9% stake in Zomato. In November 2013, it raised an additional US$37

million from Sequoia Capital and Info Edge India.

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In November 2014, Zomato completed another round of funding of US$60 million at a post-

money valuation of ~US$660 million. This round of funding was being led jointly by Info

Edge India and Vy Capital, with participation from Sequoia Capital.

While in April 2015, Info Edge India, Vy Capital and Sequoia Capital led another round of

funding for US$50 million. This was followed by another US$60 million funding led by

Temasek, a Singapore government-owned investment company, along with Vy Capital in

September.

In October 2018, Zomato raised $210 million from Alibaba's payment affiliate Ant Financial.

Ant Financial received an ownership stake of over 10% of the company as part of the round,

which valued Zomato at around $2 billion. Zomato had also raised an additional $150 million

also from Ant Financial earlier in 2018.

 ACQUISITIONS

Zomato has acquired 12 startups globally. In July 2014, Zomato made its first acquisition by

buying Menu-mania for an undisclosed sum. The company pursued other acquisitions such as

lunchtime.cz and obedovat.sk for a combined US$3.25 million. In September 2014, Zomato

acquired Poland-based restaurant search service Gastronauci for an undisclosed sum. Three

months later, it acquired Italian restaurant search service Cibando.

Zomato also acquired Seattle-based food portal, Urbanspoon, for an estimated $60 million in

2015. Other acquisitions of 2015 include Mekanist in an all-cash deal, the Delhi-based startup

MapleGraph that built MaplePOS (renamed Zomato Base), and NexTable, a US-based table

reservation and restaurant management platform.

In 2016, the company acquired Sparse Labs, a logistics technology startup, and the food

delivery startup, Runnr, in 2017.

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In September 2018, Zomato acquired Bengaluru-based food e-marketplace, TongueStun

Food, for about $18 million in a cash and stock deal. In December 2018, Zomato acquired

Lucknow-based startup, TechEagle Innovations, that works exclusively on drones, for an

undisclosed amount. Zomato claimed that the acquisition will help pave the way towards

drone-based food delivery in India, building technology aimed at a hub-to-hub delivery

network.

On 21st January, 2020, Zomato acquired its rival Uber Eats' business in India in an all stock

deal.

2.2 CODE OF CONDUCT OF ZOMATO

 KEEP OUT THE CLUTTER: To make sure we collectively work towards building

the highest-quality content that's useful to everyone, reviews need to be a minimum of

140 characters long for dine-in reviews.. That's just about the length of a tweet, so it's

convenient even for all you micro-bloggers. If you cover the food, service and

ambiance, you shouldn't fall short on characters. We do not have 140 characters limit

for an online order review. However, if any review is filled with junk, we might have

to remove the review altogether.

 KEEP IT RELEVANT: Please keep your contributions relevant to Zomato.

Accounts placing irrelevant, inappropriate, or promotional content, that solicit

customers, or that spam restaurants, notice.or are based on any already disclaimed or

informed policies and practices of a restaurant may be deleted without notice. If your

review has been removed or moderated by us and if you repost another experience for

19
 the same restaurant, we reserve the right to remove that review too, even though such

review might be in line with our content guidelines.

 KEEP IT CLEAN: Whether you're writing a small snippet or a delightfully detailed

account of your meal, keep foul/abusive/hateful language, threats, and lewdness out of

it. We, just like you, hate junk and will delete it whenever we see it. This also

includes (but is not limited to) derogatory comments on someone's protected

characteristics (e.g. race, gender, religion) or indication of a personal vendetta against

a business and its associates.

 KEEP IT FRESH: Only one review per restaurant for a dine out experience and one

review for each online order transaction can be submitted and your most recent

experience at a place counts. That's what is going to help people when they're trying

to decide whether or not to eat there. You're free to edit and update your review based

on subsequent visits at any time. Reviews about old experiences (more than 6 months

old) will also be deleted from our platform.

 KEEP IT REAL: Write your review based on facts and your own experiences (e.g.

not a friend's or any hearsay experience or based on media reports). Please don't

exaggerate or falsify your experience. We do not take sides in cases of dispute, so

make sure you can stand by your word. Content that indicates the reviewer hasn't even

visited or availed any services from the restaurant will be removed. For example,

"Never been here, never want to. Management is horrible and the food is worse!"

Deceptive, fake, or misleading reviews will be removed. Reviewing a bunch of fast-

food outlets in quick succession (even if you eat at them more often than you should)

is considered suspicious activity, and it's likely these reviews will be moderated.

Accepting or soliciting a kickback – monetary or otherwise – in exchange for reviews

or photographs is also not acceptable, and could result in removal of your profile.

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 DON'T SOLICIT: Identifying or promoting yourself as an official Zomato blogger,

or using your status to solicit any kind of benefits (including but not limited to

accepting money, free meals, drinks) in exchange for promotion, or at the threat of

negative reviews on Zomato, will not be tolerated. If reports or evidence of such

instances are brought to our attention, we reserve the right to delete your Zomato

profile or take any other action that we may deem fit, no questions asked. Acts that

constitute as 'Solicitation' include:

1. Explicit/Implied agreement (written or verbal) to write reviews in exchange for

money, a free meal(s), drinks, etc.

2. Being a part of social media groups (e.g. WhatsApp/Facebook or any other social

media platform) which offer incentives in exchange of reviews.

 DON'T STEAL: Plagiarism is something we take seriously. Copying others' reviews

or photos from Zomato or other platforms,, or even re-posting your own in multiple

places on Zomato (in full or in part), is something that will not be tolerated and may

be removed/ moderated.. We trust that you'll play fair and create your own content.

 TELL THE WHOLE STORY: If you luck into a free meal or dine as a guest of the

restaurant, or have a relevant association with a restaurant or its owners, give full

disclosure in your review. We're sure that honesty is the best policy, and other users

will respect you even more for it. If you have made it to the major league as a food

writer or critic, let us know and we can provide special access for your blog link to

appear with your reviews. We love summaries, but incomplete reviews with a

manually added link will be removed.

 BE YOURSELF: Your profile is your identity on Zomato, so keep it real. You're

welcome to use a screen name (foodonym, maybe?), but please refrain from using

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 inappropriate names, bios, or profile images. We want to stay clean, and we might end

up removing your account depending on how inappropriate your profile is.

 DON'T MISREPRESENT: Identifying or promoting yourself as an official Zomato

blogger, or using your status to solicit benefits in exchange for promotion or at the

threat of negative reviews on Zomato will not be tolerated. If reports or evidence of

such instances are brought to our attention, we reserve the right to delete your Zomato

profile, no questions asked.

 DON’T BE A BULLY: We take allegations of blackmail or threatening behavior

against restaurants and its associates very seriously. This activity is strictly against our

guidelines and may also be illegal in many locations. Reviews submitted in an attempt

to blackmail a restaurant and its associates will be deleted.

 PLAY BY THE RULES: The content you add should be in compliance with

Zomato's Terms and Conditions, including terms and conditions of any of Zomato

products such as Zomato Gold, Online Ordering, or Zomato Treats, as well as the

prevailing local laws and regulations. Local laws take precedence, and content may be

moderated or deleted to adhere to these.

 SEEK HELP FROM THE RIGHT PEOPLE: Zomato is a website and mobile

application with no claims to be a court of law or a ministry of health (we aren't

serious enough to do those jobs). If you have a dispute with a restaurant, or if you feel

a restaurant does not measure up to health codes, we encourage you to contact the

appropriate authorities directly. Zomato is not the appropriate platform for reporting

illegal activities, physical confrontations, health code violations, or anything under

investigation by local governing bodies or law-enforcement personnel. We encourage

that such accusations be reported to the concerned authorities rather than being

mentioned in reviews.

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2.3 GUIDELINES AND POLICIES OF ZOMATO

Zomato is a great way for restaurants to reach out to a vast foodie community. A few things

you should keep in mind:

 KEEP YOUR LISTING UPDATED: While our team makes every effort to keep

information on Zomato up-to-date, we appreciate you letting us know when an update

is required. If your timings change and your listing is not updated, customers arriving

late won't be too happy with you (or Zomato).

 DON'T SOLICIT REVIEWS: The best way to get reviews is to delight customers

with your food and service. Selective solicitation is a strict NO, and offering any type

of compensation or kick-back for reviews is unfair, so you definitely want to keep

away from that, too.

1. Don’t ever offer freebies, discounts, or payment in exchange for reviews

2. Don't offer incentives for users to remove reviews

3. Don’t ask your staff to compete with each other to collect reviews

4. Don’t work with companies or third-party vendors/PR agencies offering to 'fix your

reviews/ratings'

5. While conducting foodie meetups is allowed, reviews which come in lieu of these

official gatherings must carry a clear disclaimer which will help the others identify

that the review is based on an invite. That being said, an invite certainly does not

mean that the user needs to post a positive review

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 6. The businesses that do best on Zomato are the ones that provide a great customer

experience to everyone who walks in the door without any expectation or

encouragement that they write a positive review

7. If we do come across any evidence (direct/indirect) of you indulging in solicitation,

we will activate a disclaimer on your restaurant's page, informing the Zomato

community that your reviews are suspicious.

Respond to criticism positively: Take two deep breaths when you get a negative review.

Three, if required. This happens to all restaurants who have customers. These customers are

always right, even when they are wrong. Take the unflattering reviews as constructive

feedback and use it as an opportunity to fix things. Whether you agree with the feedback or

not, take the criticism in good stride. You can reply with a management response to show you

care, but please don't use this as a platform to hit back or offer the customer an incentive to

edit their review. Your response can't be edited after posting, so choose your words well.

Be accountable: Zomato will not moderate any questionable activities about your restaurant

posted in reviews. (e.g. serving shisha where it is not permitted, serving alcohol to minors, or

staying open later than permitted). Zomato may also not moderate or delete any reviews

where any third party service provider is involved. Such a review may be retained if it falls

within our guidelines. This business requires thick skin – stating the perceived attitude of

owners or employees and reporting of individual actions are not considered personal attacks.

Don't entertain: Fulfilling the demands of customers who ask for benefits at the threat of bad

reviews or ratings, sends a message that this behavior is tolerated. Similarly, inviting users

who have reviewed and given a low rating back to the restaurant for a complimentary meal,

invites false negative reviews. These issues affect the entire community and require

24
everyone's participation to curb their prevalence. Please report users who engage in such

activities to [email protected].

In a concerted effort to maintain the neutrality of content on Zomato, restaurant owners,

employees, and any affiliates with business interests are no longer permitted to write reviews

on Zomato. We understand that being in the restaurant industry, you are truly passionate

about food, and would love to share your experiences. But when you're unavoidably invested

in your business, it becomes hard to leave emotions (and bias) at the door. This is a step

towards maintaining neutrality - and quality - of the content on Zomato.

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CHAPTER-3
RESEARCH
METHODOLOGY

26
3.1 MEANING OF RESEARCH
Redman and Mory define research as a

“systemized effort to gain new knowledge.” Some people consider research as a movement, a

movement from the known to the unknown. Research is an academic activity and as such the

term should be used in a technical sense. According to Clifford Woody, research comprises

defining and redefining problems, formulating hypothesis or suggested solutions; collecting,

organizing and evaluating data; making deductions and reaching conclusions; and at last

carefully testing the conclusions to determine whether they fit the formulating hypothesis.

3.2 RESEARCH DESIGN

Research Design specifies the methods and

procedures for conducting a particular study. A Research Design is the arrangement of

conditions for collection and analysis of the data in a manner that aims to combine relevance

to the research purpose with economy in procedure On the basis of the objective of study, the

research is primarily descriptive in nature. The sources of information are both primary &

secondary. A well-structured questionnaire was prepared and personal interaction was done.

 Descriptive Research Design: In this research design the objective of study is

clearly defined and has accurate method of measurement with a clear cut definition of

population which is to be studied.

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PREPARING THE RESEARCH DESIGN

The research design is developed to collect the relevant information with minimum of efforts,

time and money.

 Marketing Research Objectives:

I. To undertake a prior market study before doing owns research.

II. To make an analysis on the basis of the results.

 Type of Study: Descriptive.

 Research Area: KANGRA region.

 Source of Information: Primary Data, Secondary Data

 Data Collection Instrument: Questionnaires & Personal Interview.

3.3 SAMPLE SIZE AND SAMPLING TECHNIQUE

A Sample Design is a definite plan for obtaining a sample from a given population. It refers

to the technique or the procedure adopted in selecting items for the sample. The main

constitution of the sampling design is as below-

I. Sampling Unit

II. Sample Size

III. Sampling Procedure

IV. Sampling Area

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 I. SAMPLING UNIT

The respondents who were asked to fill out questionnaires are the

sampling units. These comprise of customers coming to the show room.

II. SAMPLE SIZE

It is the substantial portion of the target population that are sampled to

achieve reliable results.

 60------- CORPORATE HOUSES/ RESPONDENT/CUSTOMER

III. SAMPLING PROCEDURE

Initially, a rough draft was prepared keeping in mind the objective of the

research. A pilot study was done in order to know the accuracy of the Questionnaire.

Convenience Sampling

A convenience sample is type of non – probability sampling method where

the sample is taken from a group of people easy to contact or to reach .for example , standing

at a mall or a grocery store and asking people to answer questions would be an example of a

convenience sample.

IV. SAMPLING AREA

The area of the research was DHARAMSHALA, DISTT.

KANGRA, HIMACHAL PRADESH, INDIA. 176001.

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3.4 DATA COLLECTION METHOD
Information was collected through both primary and secondary sources.

 PRIMARY DATA :

In some cases the researchers may realize the need for collecting the first

hand information. As in the case of everyday life, if we want to have first hand information or

any happening or event, we either ask someone who knows about it or we observe it

ourselves, we do the both. Thus, the two method by which primary data can be collected is

observation and questionnaire.

 SECONDARY DATA :

Any data, which have been gathered earlier for some other purpose, are

secondary data in the hands of researcher. Those data collected first hand, either by the

researcher or by someone else, especially for the purpose of the study is known as primary

data.

The data collected for this project has been taken from the secondary source. Sources of

secondary data are :-

 Internet

 Magazines

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  Publications

 Newspapers

 Brouchers

3.5 LIMITATIONS OF STUDY

The study is restricted in scope of owing to the following limitations:

 Due to constraint of time only city of kangra is selected and so it cannot claim to be a

comprehensive study of the population.

 The sample size is restricted to 60 respondents.

 People are not interested in filing the questioner, so they don’t prefer it.

 People are not so much aware about these types of surveys and they ask many

questions.

 Another problem which I face was that people were hesitating to give information

about their views freely.

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CHAPTER-4
DATA ANALYSIS
AND
INTERPRETATION

32
 QUESTIONAIRE
TOPIC- CUSTOMER PRECEPTION TOWARDS ZOMATO PVT. LTD.

PERSONAL INFORMATION:

A. NAME:

B. AGE:

C. GENDER:

D. OCCUPATION:

1) DO YOU ORDER FOOD ONLINE?

a) YES

b) NO

2) HOW OFTEN YOU ORDER THE FOOD?

a) DAILY

b) WEELKY

c) MONTHLY

d) ONCE IN A WHILE

3)

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