A STUDY ON CONSUMER PERCEPTION TOWARDS ZOMATO

A Project submitted to
University of Mumbai for partial completion of the degree of
Master in Commerce
Under the Faculty of Commerce

By
Drishti Nikhil Desai

Under the Guidance of

Reshmi Vinod

Malini Kishore Sanghvi College of Commerce and Economics

Nirmala devi Arunkumar Ahuja Marg,
J.V.P.D Scheme,
Vileparle ( West),
Mumbai- 49.

November 2024

1
 Certificate

This is to certify that Ms DRISHTI NIKHIL DESAI has worked and duly completed her Project
Work for the degree of Master in Commerce under the Faculty of Commerce in the subject of
Marketing Strategies and Practices and her project is entitled , “ A STUDY ON CONSUMER
PERCEPTION TOWARDS ZOMATO” under my supervision. I further certify that the entire
work has been done by the learner under my guidance and that no part of it has been submitted
previously for any Degree or Diploma of any University.

It is her own work and facts reported by her personal findings and investigations.

Name and Signature of Guiding Teacher

Reshmi Vinod

Seal of the college

Date of submission: Name and signature of External Examiner

Name and Signature of Principal

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 Declaration by learner

I the undersigned Miss Drishti Nikhil Desai here by declare that the work embodied in this project
work titled “ A STUDY ON CONSUMER PERCEPTION TOWARDS ZOMATO “, forms my
own contribution to the research work carried out under the guidance of Reshmi Vinod is a result
of my own research work and has not been previously submitted to any other University for any
other Degree / Diploma to this or any other University.

Wherever reference has been made to previous works of others, it has been clearly indicated as
such and included in the bibliography.

I, here by further declare that all information of this document has been obtained and presented in
accordance with academic rules and ethical conduct.

Name and Signature of learner

DRISHTI NIKHIL DESAI

Certified by

RESHMI VINOD

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 Acknowledgement

To list who all have helped me is difficult because they are so numerous and the depth is so
enormous.
I would like to acknowledge the following as being idealistic channels and fresh dimensions in
the completion of this project.
I take this opportunity to thank the University of Mumbai for giving me chance to do this
project
I would like to thank my Principal, Dr. Sussmita Daxini for providing the necessary facilities
required for completion of this project.
I would also like to express my sincere gratitude towards my project guide and Co-ordinator
Dr. Reshmi Vinod whose guidance and care made the project successful.
I would like to thank my College Library, for having provided various reference books and
magazines related to my project.
Lastly, I would like to thank each and every person who directly or indirectly helped me in the
completion of the project especially my parents and peers who supported me throughout my
project.

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 TABLE OF CONTENTS

SR. PARTICULARS PAGE

NO. NO.

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6
 CHAPTER-1

INTRODUCTION

There were days when we used to call different restaurants to place orders and again call up for
corrections, directions, and reservations. Then came applications like Zomato, which reversed the
whole scenario and made it extremely simple for consumers.

Deepinder Goyal and Pankaj Chaddah founded Zomato in 2008, which eased the process of food
delivery and eating out, with the help of which we now can enjoy the best food served by the
restaurants in our locality.

Zomato is an Indian food delivery startup restaurant aggregator. It primarily provides concrete
information, menus, and user reviews of the restaurants. Along with this, Zomato also has food
delivery options from partnered restaurants in the selected cities.

Zomato - Startup Story

Zomato's beginning story can be traced back to the creative minds of Deepinder Goyal and Pankaj
Chaddah, two IIT Delhi grads who worked in New Delhi for Bain & Company. 'Foodiebay' was
developed in 2008 by them as a way to save time and streamline food access. It became the biggest
restaurant directory in Delhi NCR in an astounding nine months, and it quickly spread to Mumbai
and Kolkata.
Following two prosperous years, the business changed its name and became Zomato. Due to the
app's ability to browse menus, read reviews, and place food orders from partner restaurants, its
popularity skyrocketed, and it began to expand steadily throughout the world. Foodiebay changed
its name to Zomato on January 18, 2010, and by 2019, it had grown into a major international
restaurant aggregator with operations in 24 countries and more than 10,000 cities.
Zomato - Startup History
When the founders launched this website, it wasn’t called Zomato back then, it was called
Foodiebay. It initially started out in Delhi, then the services were extended to cities like Mumbai
and Kolkata.
With the tremendous user base and growth rates that Foodiebay brought in to the founders, they
decided to modify it and take it international. That’s when this venture started being called Zomato,
as we know it today. It was in 2010 when Foodiebay was officially rechristened as Zomato.

Zomato - Industry
The online food delivery industry in India is anticipated to cross INR 2 lakh crore by 2030,
growing at a remarkable 18% CAGR according to a joint report by Bain and Company and
Swiggy.
According to growth projections, the market volume is expected to reach US $81.91 billion by
2028, highlighting the noteworthy influence and continued growth of the online food delivery
sector in India.

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Zomato - Founders and Team
The founders of Zomato are Deepinder Goyal and Pankaj Chaddah. Both are IIT graduates and
were working with Bain & Co. in New Delhi before they came together to launch Zomato.

Deepinder Goyal (Co-Founder and CEO) and Pankaj Chaddah Co-Founder of Zomato

Zomato Story Line

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Zomato - Company Highlights

STARTUP NAME ZOMATO

Headquarters Gurgaon, Haryana, India
Sector Food Delivery
Founders Deepinder Goyal, Gaurav Gupta, Pankaj Chaddah
Founded 2008
Website zomato.com

Zomato - Mission and Vision

Zomato states that its mission is "to provide better food for more people."
Zomato Co-Founder Pankaj Chaddah declared that the vision of Zomato "is to be the global
platform when someone is looking for food locally."

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Zomato - Name, Tagline, and Logo

Zomato Logo
The founders changed Foodiebay to 'Zomato' to make it more prominent and easier to
memorize.
Zomato - Products/Services
Some of the prominent products/services of Zomato are:
Zomato Wings: Linking Restaurants and Investors
Zomato unveiled Zomato Wings, a website that links restaurant owners and investors. Serving as a
fundraising intermediary, Zomato places a strong emphasis on building a connection between
restaurants and venture capital firms to promote expansion in the food sector.
Zomato AI - Revolutionizing Food Discovery
Zomato AI, an innovative AI-powered food discovery companion, is integrated into the platform to
redefine how users interact with food-related services. This advanced feature offers personalized
suggestions, catering to individual preferences, dietary needs, and moods, revolutionizing the
dining experience.
Zomato Future Foundation
Investing in Education: Up to two children of Zomato delivery partners are financially supported
by the Zomato Future Foundation, which focuses on education. The project supports employee
families and provides further education scholarships for top performance, with an annual coverage
of Rs 50,000 per child.
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Zomato's Hyperpure
The B2B food tech vertical Hyperpure by Zomato is revolutionizing restaurant operations. With the
help of this program, restaurants can purchase premium foods straight from farmers and producers,
guaranteeing the consistency, quality, and freshness of their supply.
Zomato Gold
Free deliveries, VIP access during rush hours, and extra savings on dining and delivery services are
all included with this exclusive Zomato Gold membership.
Zomaland
Zomato curates an offline carnival called Zomaland that features interactive installations,
musicians, comedians, and some of the best restaurants in town. The finest of Zomato Collections
are on display at this large event, which provides an immersive experience that goes beyond the
screen.
Xtreme
Zomato's parcel delivery app, Xtreme, was released in October 2023 and allows retailers to send
and receive tiny parcels. Zomato's revenue streams are diversified and its services are expanded
beyond food delivery through Xtreme's utilization of its vast network of delivery partners.

SWOT ANALYSIS of Zomato

STRENGTH

FIRST MOVER ADVANTAGE

One of the best competitive advantages of Zomato is that it isthe first mover in many of the nations
where it is establishing itself. Directories and otherforms of restaurant ratings might exist. But as
an app Zomato is excellent and manycountries (like India) have loved the usability of the Zomato
app.
EVERGREEN INDUSTRY
The restaurant industry is an evergreen industry. Sure, there may berecessions and other downturns
which might affect the industry. But overall, this industry isgoing to stick around at all times and is
only going to grow with rising disposable income.
FAST EXPANSION
It is appreciative that Zomato has expanded so fast. It is already in 24countries and is expanding
year on year.
FANTASTIC DESIGN OF APPLICATION
Zomato has regularly won awards for its app design andfor its user-friendliness. The App design is
fantastic and it helps you discover restaurantsnearby as well as in an area you are going to visit.

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EXCELLENT FUNDING
Zomato has picked multiple rounds of funding over theyears and because it is now so well
established in many countries, there is a lot of fundingavailable for the app.
BRAND EQUITY
Zomato is valued at $1.4 billion within 7 years of inception. That saysvolumes about the popularity
and love for the brand.

WEAKNESS

SECURITY ISSUES FOR THE APPLICATION

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

STILL A LOT OF EXPANSION REQUIRED

Considering that the app has established in 24countries, there is good expansion. But at the same
time, the app has been started 7 years back and with the amount of funding available for Zomato,
the expansion can be muchfaster. It is allowing other services to establish themselves in this niche
before it reachestheir country.

FACEBOOK CHECK – INS

Besides such apps, in many places word ofmouth still trumps apps and at the same time, Facebook
check-ins are a strong competitorwherein people might not need Zomato. Thus, it is an app for
early adopters but definitelynot for laggards.

OPPORTUNITIES

FUTURE EXPANSION
The number 1 opportunity for Zomato is to expand to morecountries and establish its base faster.
Service industry has a major problem that servicescan be copied very fast and very easily. As a
result, it is critical for Zomato to establish andexpand itself faster.
CLOUD RESTAURANT
Zomato is coming up with the concept of Cloud restaurants whereinrestaurants will not have to get
a physical space to actually sell their food products. Instead,they can sell from Zomato.

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THREATS
GOOGLE SCHEME MODULE
One of the major threats Zomato faces right now is theSchema module of Google wherein google
locations itself is getting in restaurantrecommendations. Even google homepage shows the google
maps page where you cansearch for restaurants within your locality. Google being such a big
brand, zomato faceshuge competition from them.
MARKET FOLLOWERS & CHALLENGER'S
In the service industry, it is very easy to replicatethe success of another service product or offering.
Similarly, marketing followers andchallengers can slowly take away the market share of Zomato.

Zomato - Business Model

Zomato's business model is a shining example of innovation and change in the food technology
industry. Zomato is an international restaurant aggregator and food delivery company based in
India that has completely changed how people find restaurants and order food.
Originally established as a restaurant discovery platform, Zomato swiftly evolved to encompass a
broader spectrum of services, including food delivery and table reservations. Its success is ascribed
to the skillful fusion of state-of-the-art technology, effective logistics, and a user-centric mindset.
Zomato's business model is multidimensional, encompassing many revenue streams and services,
which together form a comprehensive ecosystem within the food and restaurant industry.
Zomato is a powerful player in the fast-paced food delivery and restaurant aggregation business. It
operates in a highly competitive environment both locally and abroad. Its tenacity, diversification,
and skillful use of technology have cemented its position.

Zomato - Revenue Model

Zomato makes revenue from different resources; some of the prominent ones are:
• Primary Revenue Source: Zomato's primary source of revenue is the channel it offers for
businesses to place their advertisements on the platform.
• Commission-Based Plan: Zomato charges restaurants a fee to be included on its platform
and to process orders. Its business plan is based on commissions.
• Zomato Pro Membership: Through the Zomato Pro membership program (previously
Zomato Gold), a loyalty program that offers members access to special privileges and
services, Zomato increases its revenue.
Zomato commission-free takeaway service for restaurant partners

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Zomato - ESOPs
According to a news story from August 2023, Zomato announced in a BSE filing that it has granted
employee stock option plans (ESOP) worth INR 2.52 crore to a subset of its workers as well as
employees of its subsidiaries.
Zomato has distributed equity shares worth around INR 10.65 crore through various employee
stock option programs (ESOPs). According to an exchange statement, the business stated that
10,64,69,448 fully paid-up shares had been allotted under the Zomato Employee Stock Option
Plans of 2018, 2021, and 2022 by its board, as per the news report of November 2023.
According to a news source dated February 8, 2024, Zomato reported in an exchange filing that its
board has approved the allotment of 10,88,68,081 equity shares with a face value of INR 1.

Zomato - Challenges Faced

Throughout its progress, Zomato encountered numerous obstacles that called for calculated
solutions. One of the biggest challenges was trying to incorporate every restaurant in all of the
major cities so that customers could have access to the best local eating alternatives. This goal,
which has remained constant since the company's founding, needs constant work.
Critical obstacles that Zomato faced included possible business losses as a result of relationships
being negatively impacted by growing commissions, investor exits having an influence on its
captable, and share price declines subsequent to the acquisition of Blinkit. The Competition
Commission of India (CCI) investigated the company for alleged unfair trading practices, focusing
on problems including deep discounting and hefty fees.
Zomato has had to deal with controversy, including the #Logout campaign that restaurants started
because of their profit margins. Threats to cybersecurity, a significant cyberattack in 2017, and
problems with customer service, including the #RejectZomato incident, highlighted the company's
need to deal with a variety of difficulties.
Notwithstanding these obstacles, Zomato demonstrated tenacity by modifying its business plans
and operations, rebranding, cutting back on services, and addressing legal issues while highlighting
its dedication to expansion and advancement.

Zomato - Growth
Zomato has grown far and wide ever since it brought the disruptive idea of food delivery into
the Indian ecosystem of startups.
Here's a look at Zomato's growth highlights:
• By 2011, Zomato had successfully established a monopoly in Delhi, NCR, and had moved
to other Indian cities like Pune, Bangalore, Chennai, Hyderabad, and Ahmedabad.
• Zomato also kept up with the smartphone boom and timely launched its mobile application.
This greatly contributed to its growth.

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• By 2012, Zomato had begun its overseas operations, full-fledged in countries like the UAE,
Sri Lanka, Qatar, the United Kingdom, the Philippines, and South Africa.
• In 2013, it added Turkey, Brazil, and New Zealand to its ever-growing list of expansions.
• In 2017, Zomato claimed that it was operating profitably in all 24 countries, along with
rolling out a zero-commission model. The company claimed that its revenue grew by
81% in this particular year.
• In the same year, the online ordering services of the company crossed the mega milestone
of 3 million orders per month. Zomato proudly boasts of serving 1.5+ million orders in a
day.
• Zomato delivered its 1 billion orders in July 2021.
• Zomato had 226,000 average monthly active food delivery restaurant partners.
• Zomato had 352,000 average monthly delivery partners.
• It had 647 million orders and 58 million customers in fiscal year FY23.
• It served more than 800 cities in the same year.

Zomato saw its operating revenue grow by 68.5% from the previous quarter. In Q2 FY25,
revenue reached INR 4,799 crore, up from INR 2,848 crore in Q2 FY24. Hence Zomato’s total
income crosses INR 5,000 crore in Q2 FY25. This strong growth was mainly due to the
expansion of Zomato’s core food delivery business, its B2B Hyperpure division, and Blinkit.

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Zomato Financial Snapshot
Zomato - Competitors
Though Zomato is very predominantly present in the industry, it does face a lot of direct and
indirect competition. Zomato faces direct competition from Swiggy, and competition from other
players, including:
• Faasos
• Box8
• Domino's
• FreshMenu
• Pizza Hut
• TravelKhana
Some of the other international competitors of Zomato are:
• DoorDash
• Uber Eats
• Grubhub Inc.
• Deliveroo
• Postmates
• ChowNow

Zomato - Future Plans

In 2024, Zomato plans to grow by focusing on Tier 2 and Tier 3 cities in India. These areas have a
lot of potential and rising demand for online food delivery, which could bring big growth for the
company.
Zomato plans to use its wide network of restaurant partners to its advantage as it enters the catering
industry. Zomato wants to get into the large-order service industry, as indicated by this strategic
plan that was announced by a senior executive in December 2023.
With the use of its well-established platform, the large food delivery company hopes to expand its
customer base and provide new services. This action is in line with Zomato's future goals to
investigate uncharted territory and offer a wide range of services in addition to standard meal
delivery.

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 CHAPTER 2.
RESEARCH METHODOLOGY

2.1. SOURCES OF DATA

The paper is based on primary and secondary research. Primary data was collected from 30
respondents through a questionnaire prepared to understand the consumer perception of the
brand ‘Zomato’. Secondary data was collected from consumer food blogs, newspaper research
articles & social media pages of Zomato.

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 CHAPTER 3.
LITERATURE REVIEW
• Sathish Meena, Senior Forecast Analyst, Forrester Research, says: “Ifyou look
at 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 the
money 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 the
choice of structure in designing the distribution channel by manufacturers. They
also include influence strategies which refer to content, frequency and intensity

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 of communications achieve demonstration of favourable behaviours by their
channel partners.

• 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 reach
Rs 61 lakh crore ($894.98 billion) by 2020”.

• Bhavik Rathod, Head of Uber Eats India, says: “It is huge opportunity. The
unorganised 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 to
bring 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 will
raise 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 inmany

industries has changed the business model to grow. Efficient systems can help
improve the productivity and profitability of a restaurant. The use of online food
delivery system is believed that it can lead the restaurants business grow from
time 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 in
delivering 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.

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• 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. Their study shows that online food ordering apps secure their
time due to easily availability. It is also found that visibility of their favourite
food at any point of time and always access to internet,free data are the
main reasons for 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 major move 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 also had 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.

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 CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

INTERPRETATION:- Maximum no of the respondents (66.7%) are more than 30

age group.

INTERPRETATION:- Maximum no. of the respondents(73.3%) are male.

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INTERPRETATION:- Maximum no of the respondents (90%) order food online.

INTERPRETATION:- According to maximum no. of respondents(60%), the

purpose of online food delivery app is to save time.

22
INTERPRETATION:- 50% of the respondents order monthly from Zomato, 40%
of the respondents order in Zomato and remaining order daily.

INTERPRETATION:-
Maximum no of the respondents (36.7%) typically order for dinner in Zomato.

23
INTERPRETATION:- 93.3% Maximum no. of the respondents prefer to order
food over the mobile app.

INTERPRETATION:- 30% of the respondents spend more than 500 on ordering

food per time, 26.7% of the respondents spend less than 500 on ordering food
per time , 26.7% of the respondents spend less than 250 on ordering per time
and remaining spend less than 150 on ordering food per time.

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INTERPRETATION:- Maximum no of the respondents ( 50 %) rate 5 for
ordering process in Zomato.

INTERPRETATION:-Maximum no. of total respondents (46.7%) rate 5 for the

packaging of food in Zomato.

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INTERPRETATION:- 63.3% of the total respondents will not stop using Zomato
if a similar online food delivery app comes in future and 33.3% of the
respondents may stop using Zomato if a similar online food delivery app comes
in future and remaining respondents will stop using Zomato if a similar online
food delivery app comes in future.

INTERPRETATION:- 36.7% of the respondents have been ordering food through

Zomato for more than 2 years , 30% of the respondents have been ordering
food through Zomato from 2 years, 20% of the respondents have been
ordering food through Zomato from 1 year and 13.3% of the respondents have
been ordering food through Zomato from 6 months.

26
INTERPRETATION:- 100% of total respondents say that the language used
in Zomato application are easy to understand.

INTERPRETATION:- 96.7% of the respondents say that the features of Zomato are
helpful to them in ordering food easily and remaining say that the features of Zomato
are not helpful to them in ordering food easily.

27
INTERPRETATION:- Maximum no of respondents ( 76.7% )say that the there
have been no cases of few items missing when it was delivered and remaining
say that there have been cases of few items missing when it was delivered.

INTERPRETATION:- (36.7%) Maximum no of the respondents order food

through Zomato for all of the above reasons.

28
INTERPRETATION:- 83.3% of the respondents say that delivery persons in
Zomato are well behaved and 16.7% of the respondents say that the delivery
persons are of average behavior.

INTERPRETATION:- 46.7% of the respondents rate 5 for the service in Zomato.

29
INTERPRETATION:- 93.3% of the respondents suggest others to buy food in
Zomato and remaining respondents would not suggest others to buy food in
Zomato.

INTERPRETATION:- Maximum number ( 50%) of respondents rate 5 for the

Zomato app.

30
INTERPRETATION:- ( 30%) Maximum no of the total respondents use Zomato
for easy delivery.

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 CHAPTER 5
FINDINGS AND CONCLUSION

5.1. FINDINGS:

1. Maximum no of the respondents (66.7%) are more than 30 age group.

2. Maximum no. of the respondents(73.3%) are male.
3. Maximum no of the respondents (90%) order food online.
4. According to maximum no. of respondents(60%), the purpose of online food delivery
app is to save time.

5. 50% of the respondents order monthly from Zomato, 40% of the respondents order in
Zomato and remaining order daily.
6. Maximum no of the respondents (36.7%) typically order for dinner in Zomato.
7. 93.3% Maximum no. of the respondents prefer to order food over the mobile app.
8. 30% of the respondents spend more than 500 on ordering food per time, 26.7% of the
respondents spend less than 500 on ordering food per time , 26.7% of the respondents
spend less than 250 on ordering per time and remaining spend less than 150 on ordering
food per time.
9. Maximum no of the respondents ( 50 %) rate 5 for ordering process in Zomato.
10. Maximum no. of total respondents (46.7%) rate 5 for the packaging of food in Zomato.
11. 63.3% of the total respondents will not stop using Zomato if a similar online food
delivery app comes in future and 33.3% of the respondents may stop using Zomato if a
similar online food delivery app comes in future and remaining respondents will stop
using Zomato if a similar online food delivery app comes in future.
12. 36.7% of the respondents have been ordering food through Zomato for more than 2 years
, 30% of the respondents have been ordering food through Zomato from 2 years, 20% of
the respondents have been ordering food through Zomato from 1 year and 13.3% of the
respondents have been ordering food through Zomato from 6 months.
13. 100% of total respondents say that the language used in Zomato application are easy to
understand.
14. 96.7% of the respondents say that the features of Zomato are helpful to them in ordering
food easily and remaining say that the features of Zomato are not helpful to them in
ordering food easily.
15. Maximum no of respondents ( 76.7% )say that the there have been no cases of few items
missing when it was delivered and remaining say that there have been cases of few items
missing when it was delivered.
16. (36.7%) Maximum no of the respondents order food through Zomato for all of the
above reasons.
17. 83.3% of the respondents say that delivery persons in Zomato are well behaved and
16.7% of the respondents say that the delivery persons are of average behavior.
18. 46.7% of the respondents rate 5 for the service in Zomato.
19. 93.3% of the respondents suggest others to buy food in Zomato and remaining
respondents would not suggest others to buy food in Zomato.

32
20. Maximum number ( 50%) of respondents rate 5 for the Zomato app.
21. ( 30%) Maximum no of the total respondents use Zomato for easy delivery.

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5.2. CONCLUSION:-

In conclusion, the study's findings shed light on critical factors driving

Zomato's success and customer satisfaction. Convenience, proper delivery
time, good app features emerge as the primary motivator for customer
orders, indicating their pivotal role in attracting and retaining a loyal
customer base. Zomato should prioritize maintaining and enhancing this
aspect to build trust and confidence among its users. Additionally, the
positive feedback regarding the app's user-friendliness highlights the
significance of a seamless and informative platform. Zomato's
commitment to continuously refining the app's design and functionality is
key to sustaining a positive customer experience. In essence, by
strategically leveraging discounts, prioritizing customer support, and
refining the app, Zomato can further solidify its position in the competitive
food delivery industry and nurture long-lasting customer loyalty and
satisfaction.

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 5.4 BIBLIOGRAPHY

WWW.STARTUPTALKY.COM

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_IN
&gl= US

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

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

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