Major Project Report

on
“A STUDY ON PRODUCT AND BRAND STRATEGY OF
ZOMATO”
in partial fulfilment of the requirements for the examination of
Master of Business Administration
(Semester 4)

Submitted By:
Name: Palkin Verma
Course: MBA
Enrolment No.: 03215103922

Under The Guidance Of:

Name: Amit V Hans
Designation: Associate Professor
Department of Management

Management Education and Research Institute

Janakpuri, Delhi-110058
Affiliated with
Guru Gobind Singh Indraprastha University
(Session 2022-2024)
 TABLE OF CONTENTS

CHAPTER TITLE PAGE

NO. NO.

ABSTRACT 1
LIST OF TABLES 2-3
LIST OF CHARTS 4
INTRODUCTION 5
1 1.1. Introduction about the study 6-8
1.2. Industry Profile 9
1.3. Company Profile 10
1.4. SWOT analysis 11-13
1.5. Statement of problem 14
1.6. Objectives of the study 14
1.7. Need for the study 15
1.8. Scope for the study 15

2 REVIEW OF LITERATURE
2.1. List of Reviews 16-19
3 RESEARCH METHODOLOGY 20
Research 21
Research Methodology 21
Descriptive research 21
Sampling Size 21
Methodology used for data collection 22
Research approach 23

4 DATA ANALYSIS AND INTERPRETATION

4.1. Percentage analysis 24-59

5 FINDINGS, SUGGESTION 60
5.1. Findings of the study 61-62
5.2. Suggestion 63
5.3. Limitations of the study 63
6 CONCLUSION
6.1. Conclusion 64-65

REFERENCES 66-67

BIBLIOGRAPHY 68
APPENDIX (QUESTIONNAIRE) 69-72
 DECLARATION

I, Palkin Verma, Enrolment No. 03215103922 certify that the Summer Internship
Project Report entitled “A Study on Product and Brand strategy of
Zomato " is done by me and it is an authentic work carried out by me at
Management Education And Research Institute. The matter embodied in this
project work has not been submitted earlier for the award of any degree or diploma
to the best of my knowledge and belief.

Palkin Verma
Enrollment No. 03215103922
 ACKNOWLEDGEMENT

The success and final outcome of this report required a lot of guidance and assistance from
many people and I am extremely privileged to get this all along the completion.
My sincere thanks and humble regards to Management Education and Research Institute,
Affiliated to Guru Singh Indraprastha University, New Delhi for imparting us very valuable
professional training in MBA.

My gratitude and sincere regards to Amit V Hans my project guide, for guiding me throughout
the project.

I am thankful to my family and friends for constantly motivating me to complete the report and
providing me an environment which enhanced my knowledge.

(Palkin Verma)
MBA 2022-2024
Semester 4, Section A
 ABSTRACT

Launched in 2010, Zomato's technology platform connects customers, restaurants and

delivery partners to fulfill their many needs. Our customers use our platform to search
for and find restaurants, read and write customer-generated reviews, view and upload
photos, order food delivery, reserve a table and pay when dining at a restaurant. On
the one hand, they provide restaurant partners with industry-specific marketing tools
to engage and acquire customers to grow their business while providing a reliable and
efficient last-mile delivery service. Zomato also has a hyper-pure, one-stop sourcing
solution that provides quality ingredients and kitchen products to restaurant partners.
Zomato also offers transparent and flexible earning options to our delivery partners.

The entire project is measured by a questionnaire. The data was further analyzed and
interpreted and the result was obtained. The information presented in this project
report was obtained from sources such as IT personnel, company websites, other
websites, company reports and other literature. Research gives us the opportunity to
have the necessary skills, knowledge and abilities in a technical session. The purpose
of the survey is to increase participation in gathering information from the customer.

KEYWORDS:

Online food delivery, Zomato, Delivery person behavior, Restaurant, Food, Reviews.

1
 LIST OF TABLES

CHARTS PARTICULARS PAGE NO.

4.1.1. Age of the respondent 21
4.1.2 Gender of the respondent 22
4.1.3 Response for ordering food through online 23
4.1.4 Time gap for ordering food in Zomato 24
4.1.5 Responses for ordering meal 25
4.1.6 Responses for preferring to order food 26
4.1.7 Approximate money spent for ordering food 27
4.1.8 Preference for online food delivery in Zomato 28
4.1.9 Rating scale for ordering process in Zomato 29
4.1.10 Rating scale for packaging of food in Zomato 30
4.1.11 Responses for online food guide 31
4.1.12 Purpose of online food guide responses 32
4.1.13 Delivery lead time responses 33
4.1.14 Time period of using Zomato Application 34
4.1.15 Responses for language used in Zomato 35
Application
4.1.16 Responses for placing order in Zomato 36
4.1.17 Responses for missing items in food delivery 37
4.1.18 Reason for ordering food through Zomato 38
4.1.19 Responses for Food delivery person’s behaviour 39
4.1.20 Rating scale for the service of Zomato 40
4.1.21 Responses for suggesting Zomato to Others 41
4.1.22 Rating scale for Zomato Application 42
4.1.23 Responses for Zomato Application 43
4.1.24 Reason for using Zomato 44

2
4.1.25 Responses for ordering food through offline 45

3
 LIST OF CHARTS

CHART PARTICULARS PAGE

S NO.
4.1.1 Age of the respondent 21
4.1.2 Gender of the respondent 22
4.1.3 Response for ordering food through online 23
4.1.4 Time gap for ordering food in Zomato 24
4.1.5 Responses for ordering meal 25
4.1.6 Responses for preferring to order food 26
4.1.7 Approximate money spent for ordering food 27
4.1.8 Preference for online food delivery in Zomato 28
4.1.9 Rating scale for ordering process in Zomato 29
4.1.10 Rating scale for packaging of food in Zomato 30
4.1.11 Responses for online food guide 31
4.1.12 Purpose of online food guide responses 32
4.1.13 Delivery lead time responses 33
4.1.14 Time period of using Zomato Application 34
4.1.15 Responses for language used in Zomato Application 35
4.1.16 Responses for placing order in Zomato 36
4.1.17 Responses for missing items in food delivery 37
4.1.18 Reason for ordering food through Zomato 38
4.1.19 Response for food delivery person’s behaviour 39
4.1.20 Rating scale for the service of Zomato 40
4.1.21 Responses for suggesting Zomato to others 41
4.1.22 Rating scale for Zomato application 42
4.1.23 Responses for Zomato Application 43
4.1.24 Reason for using Zomato Application 44
4.1.25 Responses for ordering food through offline 45

4
 CHAPTER 1
INTRODUCTION

5
1.1. INTRODUCTION

Zomato is an online discovery guide for restaurants, bars, pubs and clubs and eateries.
Registered users must submit reviews and rate (on a scale of 1-5 stars) restaurants
based on their choice, visit and experience. The website helps to identify a
restaurant/bar/club based on whether or not it has air conditioning, smoking area, Wi-
Fi internet, bachelor entrance, live shows and outdoor terrace or non-vegetarian food
and alcohol. Zomato also provides information about the food on offer, opening hours,
the approximate cost of a meal for two people, whether credit cards are accepted or
not.
"10-min Food delivery"

Zomato attracted a lot of attention with controversies after their CEO announced 10-
minute food delivery. Questions have arisen among consumers and delivery partners,
how this is possible without jeopardizing the safety of delivery teams and whether it
does not harm the quality of the delivered food.

A. History of Brand Zomato:

Zomato was founded as Foodie Bay in 2008 and was renamed Zomato on January
18, 2010 as Zomato Media Pvt. Ltd. In 2011, it expanded to Delhi NCR, Mumbai,
Bangalore, Chennai, Pune, Ahmedabad and Hyderabad in India. In 2012, the
company expanded its operations internationally to several countries, including
the United Arab Emirates, Sri Lanka, Qatar, the United Kingdom, the Philippines,
and South Africa. In 2013, it expanded to New Zealand, Turkey, Brazil and
Indonesia, and websites and apps are available in Turkish, Portuguese, Indonesian
and English. It launched in Portugal in April 2014, followed by Canada, Lebanon
and Ireland in 2015.2015. In 2010, the company acquired Seattle-based food
portal Urban spoon, which led to the company's entry into the United States and
Australia.

This US expansion put Zomato in direct competition with the likes of Yelp and
Foursquare. When Domains launched in 2011, Zomato also launched a Zomato
website dedicated to food porn.
6
In May 2012, it launched a print version of the "Citibank Zomato Restaurant
Guide" in partnership with Citibank, but was later discontinued.2017. In February
2018, the company announced plans to launch Zomato Infrastructure, a service
that helps restaurants expand their operations. presence without fixed costs. In
September 2017, Zomato claimed to have "turned profitable" in all 24 countries
where it operated and launched a "zero-commission model" for partner
restaurants. In late 2017, Zomato stopped accepting updates from its active users
because it did not use moderators to review and make updates. Users of the app
reported issues with the new features related to paying for orders. Zomato
narrowed its loss by 34% to ₹ 389 crore in the 2016-17 financial year, compared
to590.1 crore in the previous year in 2015- 16. Zomato became a unicorn in
February 2018.In September 2019, the company laid off nearly 10% of its
workforce (540 people), which was focused on back-end functions such as
customer service, merchants and delivery partner support functions. In April
2020, due to increased demand for online shopping during the COVID-19
pandemic, the company launched its food delivery service Zomato Market in over
80 cities across India. In April 2020, Zomato launched contactless dining to
prepare for the post. - Open world, removal of touch-sensitive elements such as
menu, order and bill payment with barcodes or application when employees wear
masks.2020. in May 2018, Zomato laid off an additional 520 employees due to
the Covid-19 pandemic. Despite the fact that demand from restaurants and
takeaway food services has increased, Zomato cites the cuts as an economic
downturn following the coronavirus, which could hit orders.

In August 2020, Zomato was praised for introducing a periodic leave policy that
allows female employees to take up to 10 days of leave per year if they are unable
to work due to the health effects of menstruation. Rules also apply to transgender
employees. Zomato went public on July 23, 2021 and opened its IPO at ₹72-76
per share.

7
B. Geographical Coverage:

By 2011, Zomato had also reached Chennai and Hyderabad. In 2011, Zomato also
launched apps for iOS, Android, Windows Phone and BlackBerry devices. In
September 2012, Zomato expanded to its first overseas location, launching the service
in Dubai, United Arab Emirates. This was followed by rapid expansion into Sri Lanka,
Qatar, the United Kingdom, the Philippines, South Africa, New Zealand and more
recently Brazil, Turkey and Indonesia.

1.2 INDUSTRY PROFILE:

8
Zomato is an Indian multinational restaurant and food delivery company founded by
Deepinder Goyal and Pankaj Chaddah in 2008. Zomato provides information, menus
and user reviews about restaurants and food delivery from partner restaurants in
selected cities. As of 2019, the service is available in 24 countries and over 10,000
cities.

Zomato provides information, menus and user reviews about restaurants and food
delivery from partner restaurants in selected cities.

9
1.3: COMPANY PROFILE:

10
1.4: SWOT ANALYSIS:

• Strength
• Weakness
• Opportunities
• Threats

Strengths

1. First mover advantage: One of the most upper hands of Zomato is that it is

the underlying mover in a large number of the countries where it is building up

itself. Catalogues and various types of café appraisals may exist. Be that as it may,
as an application Zomato is remarkable and numerous nations (like India) have
cherished the ease of use of the Zomato application.

2. Evergreen exchange: The café exchange is partner evergreen exchange. Of

course, there is likewise retreats and elective downturns which may impact the
business. Be that as it may, generally speaking, this industry is going to remain
around consistently and is basically going to develop with rising discretionary
cash flow.

3. Fast expansion: It's thankful that Zomato has turned out to be progressively

broad brisk. It is as of now in twenty-four nations and is expanding year on year.

4. Fantastic structure of the application: Zomato has oftentimes won honours

for its application plan and for its easy-to-understand nature. The App
configuration is shocking and it causes you find eateries close by just as in the
region which you are going to visit.

5. Number of clients: Zomato has a high number of clients utilizing their

application. Simultaneously, the site additionally has ninety million guests every
month approx. With such a significant number of clients utilizing the application

11
and site, there are more inputs and thus greater likelihood of discovering better
eateries.

Weakness

1. Security issues for the application: A noteworthy issue for Zomato in the

past has been some wellbeing issues because of which the application was
hacked and in ay event 17 million client’s information was replicated. Such
wellbeing issues are a bad dream for web ventures.

2. Still a ton of extension required: Considering that the application has set-up

in 24 nations, there is great development. And yet, the application has been set up
7 years back and with the measure of financing available for Zomato, the
extension can be much brisk. It is enabling different administrations to create
themselves in this specialty before it arrives at their region.
3. Word of mouth and Facebook registration: Besides such applications, in

numerous spots informal still bests applications and simultaneously, Facebook

registration are asolid challenger wherein open probably won't require Zomato.
Hence, it is an application for early adopters however absolutely not for slow
pokes.

Opportunities

1. Further development: The number 1 open door for Zomato to

develop is to more nations and set up its base speedier.
Administration industry has a noteworthy interfered with that
administration can be replicated quick and absolutely. Accordingly, it
is significant for Zomato to build up and develop itself quicker.

2. More acquisitions: There are and were numerous little open in this
space. Zomato can obtain a significant number of its rivals and
simultaneously, it needs to keep a look on the tech organization and
12
 addition any tech development it can get its hands on to continue
developing.

3. Cloud eateries: Zomato is thinking of the idea of Cloud cafés

wherein eateries won't need to get a physical space to really sell
their nourishment items. Next to, they can sell from Zomato.

4. Creating a network: Zomato has a high after however the clients

don't connect with one another. Making a discussion and a network
out of the clients officially following Zomato can be of a high
advantage for the brand.

5. Adoption of the web and smartphones: There is a high increment in the

selection of Internet crosswise over creating and immature regions also.
Correspondingly, reception of cell phone has likewise expanded. In this
way an ever-increasing number of requests and research about cafés can
happen online rather than through physical visits.

Threats

1. Google's blueprint module: One of the significant dangers Zomato faces right

presently is the Schema module of Google wherein google areas itself is getting
in café counsel. Indeed, even google landing page demonstrates the google maps
pagewhere you can chase for eateries inside your territory. Google being such a
major association, Zomato faces enormous challenge from them.

2. Market adherents and challengers: In the administration business, it is

tranquil to repeat the achievement of another administration item or advertising.

So also, showcasing adherents and rivals can unhurriedly remove the piece of the
pie of Zomato.

13
1.5: STATEMENT OF PROBLEM:

In this growing world of technology, online food delivery has become an essential part
of people's lives. The concept of food system has changed and made people
conveniently order food anytime with a few clicks. This system will revolutionize the
current restaurant. Consumer preference is the main motivating factor that encourages
entrepreneurs to enjoy online delivery services. In the case of intensive urbanization,
large quantities of food pass through the systems. As India's population is changing,
the industry is growing in different cities to study and work, the busyness of both
spouses in the family is feeding the demand for online food ordering to continue to
evolve and grow. It's a growing trend, especially in urban areas and college campuses,
that allows you to order at restaurants. The purpose of this study is to measure
customer expectations and satisfaction with college students' food delivery application
Zomato. This study also analyzes the factors that attract consumers to Zomato.

1.6: OBJECTIVES OF THE STUDY:

➢ To study and understand the branding and marketing strategy of Zomato.

➢ To analyze the current positioning of the brand as per consumer perception.
➢ To suggest scope of improvement for the brand as per consumer responses.

14
1.2. NEED FOR THE STUDY:

A successful product and brand strategy develops brand awareness and an identity that
differentiates your product from countless others based on the brand name alone. A
well-planned strategy will repeatedly remind potential and current customers why they
should buy your product over others with similar features.

A sound branding strategy will help you communicate more clearly with your
customers. The more consistently you communicate, the more likely you are to attract
and retain loyal customers. This not only ensures continuity for your customers, but
also focuses on employees.

1.3. SCOPE OF THE STUDY:

Brokers recommend investors to join Zomato Ltd. With the IPO, the company hopes
to capitalize on a strong brand name, further expansion in India's burgeoning food
delivery market and growing adoption of smartphones to facilitate online ordering. ,
among others.
Brand Scope or Brand Framework: The set of products, services,
communications and actions that stakeholders expect from an organization. People
limit what they expect from a brand.
A brand is a set of perceptions rooted in reality but reflecting consumer perceptions
and perhaps even quirks. Ultimately, a brand is something that lives in the minds of
consumers. Consequently, the scope of branding expands across borders.
Consumer expectations and satisfaction may vary in different situations. Based on
this research, we will have a better understanding of the online food delivery market.

15
 CHAPTER 2
REVIEW OF LTERATURE

16
 REVIEW OF LTERATURE

2.1. List of reviews

• Sathish Meena, Senior Forecast Analyst, Forrester Research, says: “Ifyou

lookat it even now, the game is of the big players. The funding is coming
only for the big guys. There is a market for food delivery and food tech, but
now that themoney is being pumped deeply into one segment”.
• Hart & Stapleton in the year 2013 says: “a statement in very general terms
of how the marketing objective is to be achieved Eg: acquiring a
competitive company, by price reductions, by product improvement, or by
intensive advertising. The strategy becomes the basis of the marketing
plan”.
• Nashwan Mohammed Abdullah Saif, Wang Aimin School of Management,
Wuhan University of Technology, Wuhan China, “In terms of the program
perspective the marketing strategy standardization/adaptation is important
in the sense it can separate marketing mix elements to be standardized or
adapted in the international market”.
• According to Chavan et al, (2015) digital restaurants use smart phones to
take customer orders. PDA interface was replaced with smart phones to
provide customer user interface to view menu or track their orders. With
secured login system, customers have the facility to view menu, place
orders, track their orders, receive real time updates and make online
payment and collect receipts from smartphone itself increasing customer
comfort.

• According to Dwyer and Welsh (1985) Marketing channel strategies refer to

thechoice of structure in designing the distribution channel by manufacturers.
Theyalso include influence strategies which refer to content, frequency and
intensity of communications achieve demonstration of favorable behaviors
by theirchannel partners.
17
• According to a recent sectoral report published by IBEF (Indian Brand
Equity Foundation), “food has been one of the largest segments in India’s
retail sector,valued at $490 billion in 2013. The Indian food retail market is
expected to reachRs 61 lakh crore ($894.98 billion) by 2020”.
• Bhavik Rathod, Head of Uber Eats India, says: “It is huge opportunity. The
unorganized food delivery is still $80 billion. And one of the reasons is so
attractive is a problem-can you bring the cost of delivery down so low that
the economies actually become viable? Today with better technology it is
easier tobring the cost of delivery lower with a sizeable business”.
• Sanjay Anandharam Advisor sattva, Volunteer Spirt; Advisor Seed Fund,
Idea spring; Enaiya, Ennovent, KARSEM says: While online kitchen
businesses willraise money and continue to grow, the real battle and fight
will be between players like Zomato and Swiggy”.
• According to Leong Wai Hong (2016), the technological advancement in
many industries has changed the business model to grow. Efficient systems
can helpimprove the productivity and profitability of a restaurant. The use
of online fooddelivery system is believed that it can lead the restaurants
business grow fromtime to time and will help the restaurants to facilitate
major business online.
• According to Varsha Chavan, et al, (2015), the use of smart phone mobile
interface for consumers to view order and follow has helped the restaurants
indelivering orders from consumers immediately. The increase in uses of
smart phones and computers are giving platform for service industry. Their
Analysis concluded that this process is convenient, effective and easy to
use, which is expected to better day by day in coming times.
• H.S. Sethu& Bhavya Saini (2016), their idea was to analyze the student’s
perception, behavior and satisfaction of online food ordering and delivery
applications. Their study shows that online food ordering apps secure their
timedue to easily availability. It is also found that visibility of their favorite
18
 food at any point of time and always access to internet, free data are the
main reasonsfor using the apps.
• Ashoutosh bhargve (2013) said that Food panda an online food ordering
apps has been launched in the Indian market since May 2012. Foodpanda
first majormove was acquisition of TastyKhana, which was started in Pune
in year 2007.With acquisition of TastyKhana and JUST EAT, it is now
available in over 200 cities and delivery partner with over 12,000
restaurants. JUST EAT which was launched in Denmark in 2001 and was
listed publicly on the London Stock Exchange is also mentioned. Their
Indian venture was come as Hungry Bangalore in 2006. It was reintroduced
in 2011 when JUST EAT acquired a majority share in the business. Today,
the company partners with over 2,000 restaurants.
• According to Sheryl E. Kimes (2011), his study found that perceived control
and convenience associated with the online food ordering services were
important for both users and non-users. Non-users need more personal
attention and alsohad high uncertainty towards use of early technologies.
• According to Sumathy (2017), “A study on prospective concernment
towards food adjure app” the online food adjure app system will be helpful
for the hotels and restaurants to increase the scope of the business by
helping users to give order through online. This study was to find the
awareness level and satisfaction derived by the consumer and also to find
which factor influence customers to buy food through online from food
adjure app. Most of the respondents disagree to the fact that online website
charges high delivery fees.Almost all users feel safe paying online. The
service rendered by the food adjure app is the major factor behind its
success.

19
 CHAPTER 3
RESEARCH MEHODOLOGY

20
 RESEARCH MEHODOLOGY
Research
Research takes place with the purpose of acquiring knowledge to contribute to
further investigation or process to inform action, to prove a theory, or to reach a
result. To produce fruitful experience, the Research must be of high quality. And
types of Research Methodology support to get the best suited outcome. We can
understand the significance of Research with some fundamental points:

Research is a way to build knowledge.

It is an essential requirement to start analyzing, writing, reading, and
distributing information.
It nourishes and opens up the minds.
With Research, different understanding issues seem easy.
Research helps to build confidence and positivity to try on opportunities.

Research Methodology
Specific techniques or processes that help students identify, select, process, and
analyze information about a topic are called research methods.
Research Methodology simply refers to the actual “how” of a given search.
Specifically, it is how a researcher systematically designs a study to ensure valid
and reliable results that meet the research goals and objectives. For example,
how did the researcher decide:

• What data to collect (and what data to ignore)

• Who to collect it from (in research, this is called a “sampling plan”)
• How to collect them (this is called the "data collection method")
• How to do the analysis (this is called the "data analysis method")

3.1.1. Descriptive research:

Descriptive research aims to accurately and systematically describe a population,

situation or phenomenon. It can answer what, where, when and how questions,
but not why questions. A descriptive research design can use a wide variety of
research methods to investigate one or more variables.

3.2. SAMPLING SIZE:

Sample design is the theoretical basis and the practice mean by generalizing from
characteristics of relatively few of the comprising population. It is the method by
whichthe sample is chosen.

21
3.2.1. Non-profitability sampling:

Non-probability sampling is defined as a sampling technique in which the

researcher selects samples based on the subjective judgment of the researcher
rather than random selection.

3.2.2. Convenience sampling;

A convenience sample is a type of non-probability sampling method where the

sampleis taken from a group of people easy to contact or to reach.

Methodology Used for Data Collection

Primary Data
It is a term for data collected at source. This type of information is obtained directly
from first hand sources by means of surveys, observations and experimentation and
not subjected to any processing or manipulation and also called primary data.

Primary data means original data that has been collected specially for the purpose in
mind. It means someone collected the data from the original source first hand.
Primary data has not been published yet and is more reliable, authentic and objective.

Primary data was collected through survey method by distributing questionnaires to

participants. The questionnaires were carefully designed taking into account the
parameters of the study and my personal experience.

THE SOURCES:
Data collection method: QUESTIONNAIRE
Sample size: 60

Secondary data
It refers to data collected by someone other than the user, i.e., data that is already
available and analyzed by someone else. Common sources of secondary data include
various published or unpublished data, books, journals, newspapers, magazines, etc.
Data is collected from books, magazines, websites, organization records, etc. it can
be said that secondary data is the data used earlier for analysis and the results are
carried out for the next process.
Tools for Data Analysis:
For analysis and interpretation of primary data percentage analysis is to be used
mainly due to qualitative nature of data and bar diagram are to be used to represent
them in pictorial form.

22
Research Approach.

• Sample Design: Universe may be finite or infinite. The universe in this project
is finite. The population involved in this project is employees of Imperial Auto
Industries Pvt Ltd.
• Sample Size: This refers to the number of items to be selected from the
universe to constitute a sample size. In this research the sample size
constitutes 100 employees in the Imperial Auto Industries Ltd.
• Sample Technique: Simple random sampling technique is to be used in this
project.
• Research Design: This project is based on Descriptive Research.
• Area of Research: This research is to be conducted in Faridabad area.
• Source of Data: Both primary and secondary data shall be used to satisfy
the objectives of the study.
• Primary Data: The study is based on primary data to be collected
through structured questionnaires and personal interviews
• Secondary Data: The data regarding company profile are collected from
office records and internet.

23
 CHAPTER 4
DATA ANALYSIS AND INTERPRETATION

24
 DATA ANALYSIS AND INTERPRETATION

The following consists of the data analysis and interpretation of my questionnaire.

4.2. PERCENTAGE ANALYSIS:

Table 4.1.1. Age of the respondent

Q. Showing age group of people

AGE NO OF PERCENTAGE
RESPONDENTS
Less than 20 26 44%
21-25 30 49%
26-30 1 2%
More than 3 5%
30
Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 44% of the respondent are less than 20
age; 49% respondent are 21-25 age; 2% respondent are 26-30 age and 5%
respondent are more than 30 age group people.

Fig.4.1.1. Age of the respondent

INFERENCE:

Majority 49% of the respondent are aged between 21-25.

25
 Table 4.1.2. Gender of the respondent

Q. Showing Gender of the respondent

GENDER NO OF PERCENTAGE
RESPONDENTS

Female 38 61%

Male 22 39%

Others 0 Nil

Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 61% of the respondent is Female and
39%of the respondent is male.

Fig.4.1.2. Gender of the respondent

INFERENCE:

Majority 61% of the respondent of my questionnaire is female.

26
 Table 4.1.3. Response for ordering food through online

Q. Response in ordering food through online

OPTIO NO OF PERCENTAGE
N RESPONDENTS

Yes 51 89%

No 9 11%

Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 89% of the respondent is ordering food
through online and 11% of the respondent is not ordering food through online.

Fig.4.1.3. Response for ordering food through online

INFERENCE:

Majority 89% of the respondent is ordering food through online.

27
 Table 4.1.4. Time gap for ordering food in Zomato

Q. How often you order in Zomato?

OPTION NO OF PERCENTAGE
RESPONDENTS
Daily 1 2%
Weekly 19 36%
Monthly 37 57%
Fortnight 3 5%
Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 2% of the respondent is ordering food
through Zomato in daily basis; 36% of the respondent is ordering food through
Zomatoin weekly basis; 57% of the respondent is ordering food through Zomato
in monthly basis; 5% of the respondent is ordering food through Zomato in
Fortnight.

Fig.4.1.4. Time-gap for ordering food in Zomato

28
 INFERENCE:

Majority 57% of the respondent are often ordering food through Zomato in
Monthly basis.

29
 Table.4.1.5. Response for ordering meal in Zomato

Q. Which meal you typically order in Zomato?

OPTION NOOFRESPONDE PERCENTAGE

NTS
Breakfast 0 0%

Lunch 5 9%
Snacks 16 30%
Dinner 39 61%

Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 9%of the respondent is ordering food
for lunch; 30% of the respondent is ordering food in Zomato for Snacks; 61% of
the respondent is ordering food for dinner.

Fig.4.1.5. Response for ordering meal in Zomato

INFERENCE:

Majority 61% of the respondent is ordering food through Zomato for dinner.
30
 Table.4.1.6. Response for preferring to order food

Q. In general, how do you prefer to order food?

OPTION NOOFRESPONDEN PERCENTAGE

TS

Over the mobile app 58 96%

Over the web 0 0%

browser

Others 2 4%

Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 96% of the respondent use mobile
application to order food and others 4% of the respondent is found others to order
food.

Fig.4.1.6. Response for preferring to order food

31
 INFERENCE:

Majority 96% of the respondent is using mobile application to order food through
Zomato.

32
 Table.4.1.7. Approximate money spent for ordering food

Q. What is the approximate money you spend on ordering food per time?

OPTION NO OF PERCENTAGE
RESPONDEN
TS
<150 6 9%

<250 24 39%

<500 20 37%

More than 10 15%

500

Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 9% of the respondent spend less than
$150 for ordering food per time; 39% of the respondent spend less than $250 for
ordering food per time; 37% of the respondent spend less than $500 for ordering
food per time; 15% of the respondent spend more than $500 for ordering food per
time.

33
 Fig.4.1.7. Approximate money spent for ordering food

INFERENCE: Majority 39% of the respondent spend $250 to order food in

Zomato.

34
 Table.4.1.8. Preference for online food delivery in Zomato

Q. How do you prefer online food delivery in Zomato?

OPTION NO OF PERCENTAGE
RESPONDENTS
Faster Delivery 13 24%
Convenient 10 18%
Time saving 2 3%
Money Saving 5 7%
All the above 30 46%
Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 24% of the respondent prefer Zomato
for faster delivery; 18%of the respondent prefer Zomato for convenient;3% of the
respondent prefer Zomato for Time saving; 7% of the respondent prefer Zomato
for Money saving and 46% of the respondent prefer Zomato for all of the above
option.

Fig.4.1.8. Preference for online food delivery in Zomato

35
 INFERENCE:

Majority 46% of the respondent prefer all the above which is for faster delivery,
convenient, time saving and money saving.

36
 Table.4.1.9. Rating scale for ordering process in Zomato

Q. How much do you rate for ordering process in Zomato (in the scale of 1-5)?

OPTION NO OF PERCENTA
RESPONDENTS GE
1 1 2%
2 0 0%
3 14 24%
4 27 41%
5 18 33%
Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 2% of the respondent gave 1star rating
for ordering process in Zomato; 24% of the respondent gave 3star rating for
ordering process in Zomato; 41% of the respondent gave 4star rating for ordering
process in Zomato; 33% of the respondent gave 5star rating for ordering process
in Zomato.

Fig.4.1.9. Rating scale for ordering process in Zomato

37
 INFERENCE:

Majority 41% of the respondent gave 4star rating for ordering process in Zomato.

38
 Table.4.1.10. Rating scale for packaging of food in Zomato

Q. How much do you rate for the packaging of food in Zomato (in the scale of 1-5)?

OPTION NO 0F PERCENTAGE
RESPONDENTS
1 1 2%
2 1 1%
3 15 24%
4 25 43%
5 18 30%
Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 2% of the respondent gave 1star rating
for the packaging of food in Zomato; 1% of the respondent gave 2star for
packaging of food in Zomato; 24% of the respondent gave 3star rating for the
packaging of food in Zomato; 43% of the respondent gave 4star rating for the
packaging of food in Zomato; 30% of the respondent gave 5star rating for the
packaging of food in Zomato.

Fig.4.1.10. Rating scale for packaging of food in Zomato

39
INFERENCE:

Majority 43% of the respondent gave 4star rating for the packaging of food in Zomato.

40
 Table.4.1.11. Responses for online food guide

Q. Will you stop using Zomato if a similar online guide comes near you in future?

OPTION NO OF PERCENTAGE
RESPONDENT
Yes 8 15%
No 12 20%
Maybe 40 65%
Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 15% of the respondent will stop using
Zomato if a similar online guide comes near them in future; 20% of the respondent
willnot stop using Zomato if a similar online guide comes near them in future;
65% of therespondent maybe stop using Zomato if a similar online guide comes
near them in future.

Fig.4.1.11. Responses for online food guide

41
INFERENCE:
Majority 65% of the respondent maybe stop using Zomato if a similar online
guide comes near them in future.

42
 Table.4.1.12. Purpose of online food guide responses

Q. What is the purpose of online food guide?

OPTION NO OF PERCENTAGE
RESPONDENT
Saves Money 6 11%
Saves Time 29 46%
For reviews 4 5%
Alternate option 11 20%
To go through food
menu 10 18%
Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 11% of the respondent feels online
food guide saves money; 46% of the respondent feels online guide saves time;
5% of the respondent feels online food guide for reviews; 20% of the respondent
feels online food guide for alternate option; 18% of the respondent feels online
food guide to go through menu.

Fig.4.1.12. Purpose of online food guide responses

43
 INFERENCE:

Majority 46% of the respondent online food guide for Saving time.

44
 Table.4.1.13. Delivery lead time at Zomato responses

Q. Delivery lead times at Zomato?

OPTION NO OF PERCENTAGE
RESPONDENT
I always get my food on
given 15 35%
time
Delivery time given is
45 65%
reasonable and I get on
time
delivery

Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 35% of the respondent get food in Zomato
within given time; 65% of the respondent get food on time delivery in Zomato.

Fig.4.1.13. Delivery lead time at Zomato responses

INFERENCE:

Majority 65% of the respondent get food on time delivery in Zomato.

45
 Table.4.1.14. Time-period of using Zomato Application

Q. Since how long have you been ordering food through Zomato?

OPTION NO OF PERCENTAGE
RESPONDENT
6 months 24 34%
1 year 11 20%
2 years 11 20%
More than 2 years 14 26%
Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 34% of the respondent ordering food
through Zomato for 6months; 20% of the respondent ordering food through
Zomato for 1year; 20% of the respondent ordering food through Zomato for
2years; 26% of the respondent ordering food through Zomato for more than 2
years.

Fig.4.1.14. Time-period of using Zomato Application

INFERENCE:

Majority 34% of the respondent ordering food through Zomato is about 6months.

46
 Table.4.1.15. Responses for language used

Q. Does the language used in Zomato application are easy to understand?

OPTION NO OF PERCENTAGE
RESPONDENTS
Difficult to 2 2%
understand
Easy to understand 58 98%
Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 2% of the respondent find difficult to
understand the language used in Zomato application; 98% of the respondent feels
easy to understand the language used in Zomato Application.

Fig.4.1.15. Responses for language used

INFERENCE:

Majority 98% of the respondent feels easy to understand the language used in
ZomatoApplication.

47
 Table.4.1.16. Response for placing order

Q. Do the features in Zomato, help you to find a suitable place order to eat?

OPTION NO OF PERCENTAGE
RESPONDENTS

Helpful 55 93%

Not 5 7%
helpful

Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 93% of the respondent find helpful to
place order to eat through Zomato Application; 7% of the respondent find not
helpful to placeorder to ear through Zomato Application.

Fig.4.1.16. Responses for placing order

INFERENCE:

Majority 93% of the respondent find helpful to place order to eat through Zomato
Application
48
 Table.4.1.17. Responses for missing items in food delivery

Q. When you have ordered food through Zomato, have there been cases of a few
items missing when it was delivered?

OPTION NO OF PERCENTAGE
RESPONDENT

Yes 20 28%

No 40 72%

Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 28% of the respondent finds missing
itemsin Zomato food delivery; 72% of the respondent does not find any missing
items in Zomato food delivery.

Fig.4.1.17. Responses for missing items in food delivery

INFERENCE:

Majority 72% of the respondent does not find any missing items in Zomato food
delivery.
49
 Table.4.1.18. Reason for ordering food through Zomato

Q. What is the primary reason you order food through Zomato?

OPTION NO OF PERCENTAGE
RESPONDENTS
Discounts 20 26%
Convenience 28 53%
Better 12 21%
Selection
Total 60 100%

INTERPRETATION:

From the above table. It is interpreted that 26% of the respondent’s primary reason
for ordering food through Zomato Application is for discounts; 53% of the
respondent’s primary reason for ordering food through Zomato Application is for
Convenience; 21%of the respondent’s primary reason for ordering food through
Zomato Application is forbetter selection.

Fig.4.1.18. Reason for ordering food through Zomato

INFERENCE:

Majority 53% of the respondent’s primary reason for ordering food through
Zomato Application is for Convenience.
50
 Table.4.1.19. Response for food delivery person’s behaviour

Q. What is your most common experience of delivery persons employed in Zomato?

OPTION NO OF PERCENTAGE
RESPONDENT
Well Behaved 53 87%
Not Well Behaved 1 2%
Average Behaviour 6 11%
Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 87% of the respondent finds well
behaved delivery persons are employed in Zomato; 2% of the respondent finds
not well- behaved delivery persons are employed in Zomato; 11% of the
respondent finds average behaviour delivery persons are employed in Zomato.

Fig.4.1.19. Responses for food delivery person’s behaviour

INFERENCE:

Majority 87% of the respondent finds well behaved delivery persons are
employed in Zomato.
51
 Table.4.1.20. Rating scale for the service of Zomato

Q. How much do you rate for the service in Zomato?

OPTION NO OF PERCENTAGE
RESPONDENTS
1 2 4%
2 0 0%
3 10 19%
4 18 33%
5 24 44%
Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 4% of the respondent gave 1star rating
forthe service of Zomato; 19% of the respondent gave 3star rating for the service
of Zomato; 33% of the respondent gave 4star rating for the service of Zomato;
44% of the respondent gave 5star rating for the service of Zomato.

Fig.4.1.20. Rating scale for the service of Zomato

INFERENCE:

Majority 44% of the respondent gave 5star rating for the service of Zomato.

52
 Table.4.1.21. Response for suggesting Zomato to others

Q. Would you suggest others to buy food in Zomato?

OPTION NO OF PERCENTAGE
RESPONDENT

Yes 54 89%

No 6 11%

Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 89% of the respondent said yes to
suggest others to buy food through Zomato; 11% of the respondent said no to
suggest othersto buy food through Zomato.

Fig.4.1.21. Responses for suggesting Zomato to others

INFERENCE:

53
Majority 89% of the respondent said yes to suggest others to buy food through
ZomatoApplication.

54
 Table.4.1.22. Rating scale for Zomato Application

Q. How much do you rate for the Zomato application?

OPTION NO OF PERCENTAGE
RESPONDENTS
1 2 4%
2 1 2%
3 11 20%
4 23 43%
5 17 31%
Total 60 100
INTERPRETATION:

From the above table, it is interpreted that 4% of the respondent gave 1star rating
for Zomato Application; 2% of the respondent gave 2star rating for Zomato
Application; 20% of the respondent gave 3star rating for Zomato Application;
43% of the respondent gave 4star rating for Zomato Application; 31% of the
respondent gave 5star rating for Zomato Application.

Fig.4.1.22. Rating scale for Zomato Application

INFERENCE:

Majority 43% of the respondent gave 4star rating for Zomato Application
55
 Table.4.1.23. Responses for Zomato Application

Q. Does the Zomato Application?

OPTION NO OF PERCENTAGE
RESPONDENTS

Helpful 57 94%

Not 3 6%
helpful

Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 94% of the respondent finds Zomato
Application is helpful; 6% of the respondent finds Zomato Application is Not helpful.

Fig.4.1.23. Responses for Zomato Application

INFERENCE;

Majority 94% of the respondent finds Zomato Application is helpful.

56
 Table.4.1.24. Reason for using Zomato Application

Q. In general, what is the reason of using Zomato?

OPTION NO OF PERCENTAGE
RESPONDENT
More practical 8 15%
Unable to go to 23 33%
restaurant
Do not have 11 19%
time
to cook
Others 18 33%
Total 60 100%
INTERPRETATION:

From the above table, it is interpreted that 15% of the respondent reason for using
Zomato because it is more practical; 33% of the respondent reason for using
Zomato because of unable to go to restaurant; 19% of the respondent reason for
using Zomatois because of they do no find time to cook; 33% of the respondent
reason for using Zomato is for other reason.

Fig.4.1.24. Reason for using Zomato Application

57
 INFERENCE:

Majority 33% of the respondent reason for using Zomato is just because of unable
to go to restaurant and for other reason.

58
 Table.4.1.25. Responses for ordering food offline

Q. Do you order food offline?

OPTION NO OF PERCENTAGE
RESPONDENT
Yes 32 53%
No 28 47%
Total 60 100%

INTERPRETATION:

From the above table, it is interpreted that 53% of the respondent ordering food
through offline; 47% of the respondent order food through offline.

Fig.4.1.25. Responses for ordering food offline

INFERENCE:

Majority 53% of the respondent ordering food through offline.

59
 CHAPTER 5
FINDINGS, SUGGESTION

60
 CHAPTER 5
FINDINGS, SUGGESTION

FINDINGS:

o Majority 49% of the respondent are aged between 21-25.

o Majority 61% of the respondent of my questionnaire is female.
o Majority 89% of the respondent is ordering food through online.
o Majority 57% of the respondent are often ordering food through
Zomato in Monthly basis.
o Majority 61% of the respondent is ordering food through Zomato for
dinner.
o Majority 96% of the respondent is using mobile application to order
food through Zomato.
o Majority 39% of the respondent spend $250 to order food in Zomato.
o Majority 46% of the respondent prefer all the above which is for faster
delivery, convenient, time saving and money saving.
o Majority 41% of the respondent gave 4star rating for ordering
process in Zomato.
o Majority 43% of the respondent gave 4star rating for the packaging
of food in Zomato.
o Majority 65% of the respondent maybe stop using Zomato if a
similar online guide comes near them in future.
o Majority 46% of the respondent online food guide for Saving time.
o Majority 65% of the respondent get food on time delivery in Zomato.
o Majority 34% of the respondent ordering food through Zomato is
about 6months.

61
o Majority 98% of the respondent feels easy to understand the
language used in Zomato Application.
o Majority 93% of the respondent find helpful to place order to eat
through Zomato Application
o Majority 72% of the respondent does not find any missing items in
Zomato food delivery.
o Majority 53% of the respondent’s primary reason for ordering food
through Zomato Application is for Convenience
o Majority 87% of the respondent finds well behaved delivery persons
are employed in Zomato.
o Majority 44% of the respondent gave 5star rating for the service of
Zomato.
o Majority 89% of the respondent said yes to suggest others to buy
food through Zomato Application
o Majority 43% of the respondent gave 4star rating for Zomato Application
o Majority 94% of the respondent finds Zomato Application is helpful.
o Majority 33% of the respondent reason for using Zomato is just
because of unable to go to restaurant and for other reason.
o Majority 53% of the respondent ordering food through offline.

62
 SUGGESTIONS:

o Company should try to reach to people of other age groups.

o Company should take necessary steps to stimulate customers in

repurchasing on a frequent basis.

o Zomato should focus more on other promotional activities such as

television advertisements.
o The company should focus on giving better quality product as most
customers were very brand loyal and were generally satisfied with the
product.
o The company should try to be competitive than other companies
and try to establish a strong position in the market.
o The Company should focus more on attractive advertisement,
discounts, coupon code has to provide on advertisement media
channels.

LIMITATIONS:

o Due to time constraint the sample size was restricted to 60 respondents

only.

o Since the study is on primary data collected through questionnaire,

the result of the study was subject to all the limitations of the primary
data.
o The analysis based on some statistical tools which has its own limitation.

o The finding and suggestions are based on the information given by

the respondents.
o In some cases, participants refused to fill the questionnaire.
o The lack of resources led to Convenience sampling.

63
CHAPTER 6

CONCLUSION

64
 CONCLUSION

Foods have now become a big sensation in India. There are many grocery stores in
India that can be easily downloaded from home using a smartphone to order food on
the go. The study helped identify the factors that influenced customers to choose
Zomato. It has been observed that the social media platform is not being used properly.
The Facebook page should be more active in communicating with consumers.
Zomato also needs to keep innovating. New features should be added, such as a virtual
tour of restaurants. You can add live videos of cafes/bars when a famous band plays
there. A brand should build on its most used features.
This is to ensure that the authenticity of the reviews is maintained. The company
should focus on providing food products with respectable quality and quantity, and
should also focus on increasing promotional activities through more advertisements
and social media. Paid reviews should not be encouraged as it dilutes the brand.
Zomato produced 2,000,000 online eateries in one month with an advertising spend of
less than$50,000 per month.
The online survey has enormous obligations to the Zomato fund, because the normal
referral percentage is almost 8.5% (according to requests forwarded by restaurants)
and as of now, the organization estimates that the unit's finances are terribly positive
and the net request advantage is about 55. %.

65
 REFERENCE:

According to a recent sectoral report published by IBEF (Indian Brand Equity

Foundation), “food has been one of the largest segments in India’s retail sector,
valuedat $490 billion in 2013.

Bhavik Rathod, Head of Uber Eats India says, “To bring out the cost of delivery
lowerwith a sizeable business with today’s better technology”.

Chavan et al, (2015), digital restaurants use smart phones to take customer orders
and to provide user interface to view menu, place orders, track orders, receive real
time updates, and to make online payment and collect receipts through
smartphones.

Dwyer and Welsh (1985), Marketing channel strategies refer to the choice of
structurein designing the distribution channel by manufacturers.

Hart & Stapleton in the year 2013 says, “price, product and intensive
advertisement became the strategy to achieve the marketing plan”.

H.S. Sethu & Bhavya Saini (2016), their idea was to analyse the student’s
perception, behaviour and satisfaction of online food ordering and delivery
applications. The studyshows that online food ordering apps secure their time due
to easily availability.

Leong Wai Hong (2016) says, “The use of online food delivery system is believed
that it can lead the restaurants business grow from time to time and will help the
restaurantsto facilitate major business online”.

66
Sathish Meena, Senior Forecast Analyst, Forrester Research found that, “The
marketfor food delivery and food tech is pumped in one segment of money”.

Nashwan Mohammed Abdullah Saif, Wang Aimin School of Management,

Wuhan University of Technology, Wuhan China says that, “the marketing
strategy standardization/adaptation is important in the sense it can separate
marketing mix elements to be standardized or adapted in the international
market”.

Sanjay Anandharam Advisor sattva, Volunteer Spirt; Advisor Seed Fund, Idea
spring; Enaiya, Ennovent, KARSEM says: While online kitchen businesses will
raise money and continue to grow, the real battle and fight will be between players
like Zomato andSwiggy”.

Sheryl E.Kimes (2011), found that perceived control and convenience associated
with the online food ordering services were important for both users and non-
users. Non- users need more personal attention and also had high uncertainty
towards use of earlytechnologies.

Sumathy (2017), “A study on prospective concernment towards food adjure app”

the online food adjure app system will be helpful for the hotels and restaurants to
increasethe scope of the business by helping users to give order through online.
The service rendered by the food adjure app is the major factor behind its success.

Varsha Chavan, et al, (2015) found that, “The use of smart phone mobile interface
forconsumers to view order and follow has helped the restaurants in delivering
orders from consumers immediately”.

67
 BIBLIOGRAPHY:

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

https://www.zomato.com/who-we-are

https://www.zomato.com/

https://play.google.com/store/apps/details?id=com.application.zomato&hl=en_I
N&gl= US

https://www.zomato.com/spoonbacks/16502964

https://www.researchgate.net/publication/341010072_A_case_study_on_Zomato_-
_The_online_Foodking_of_India

68
 APPENDIX (QUESTIONNAIRE)

1. What is your name?

2.What is your age?

a) Less than 20
b) 21-25
c) 26-30
d) More than 30

3. What is your gender?

a) Female
b) Male
c) Others

4. Do you order food online?

a) Yes
b) No

5. How often you order in Zomato?

a) Daily
b) Weekly
c) Monthly
d) Fortnight

6. Which meal you typically order in Zomato?

a) Breakfast
b) Lunch
c) Snacks
d) Dinner

7. In general, how do you prefer to order food?

a) Over the mobile app
b) Over the web browser
c) Others

8. What is the approximate money you spend on ordering food per time? a) <150
b) <250
c) <500
d) More than 500
69
9. How do you prefer online food delivery in Zomato?
a) Faster delivery
b) Convenient
c) Time saving
d) Money saving
e) All the above

10. How much do you rate for ordering process in Zomato (in the scale of 1-5)?
Poor 1 2 3 4 5 Excellent

11. How much do you rate for the packaging of food in Zomato (in the scale of 1-
5)? Poor 1 2 3 4 5 Excellent

12. Will you stop using Zomato if a similar online guide comes near you in
future?
a) Yes
b) No
c) Maybe

13. What is the purpose of online food guide?

a) Saves Money
b) Saves time
c) For reviews
d) Alternate options
e) To go through the food menu

14. Delivery lead times at Zomato?

a) I always get my food on given time
b) Delivery time given is reasonable and I get on time delivery

15. Since how long have you been ordering food through Zomato?
a) 6 months
b) 1 year
c) 2 years
d) More than 2 years

16. Does the language used in Zomato application are easy to understand?
a) Difficult to understand
b) Easy to understand

70
17. Do the features in Zomato, help you to find a suitable place order to eat?
a) Helpful
b) Not Helpful

18. When you have ordered food through Zomato, have there been cases of a few
items missing when it was delivered?
a) Yes
b) No

19. What is the primary reason you order food through Zomato?
a) Discounts
b) Convenience
c) Better selection

20. What is your most common experience of delivery persons employed in

Zomato?
a) Well Behaved
b) Not Well Behaved
c) Average Behavior

21. How much do you rate for the service in Zomato? Poor 1 2 3 4
5 Excellent

22. Would you suggest others to buy food in Zomato?

a) Yes
b) No

23. How much do you rate for the Zomato application?

Poor 1 2 3 4 5 Excellent

24. Does the Zomato Application?

a) Helpful
b) Not Helpful

25. In general, what is the reason of using Zomato?

a) More practical
b) Unable to go to restaurant
c) Do not have time to cook
d) Others

71
26. Responses for ordering food through offline?
a) Yes b) No

72