SUMMER INTERNSHIP PROJECT

“A STUDY ON CUSTOMER SATISFACTION TOWARDS ZOMATO”

Internship Project report submitted
in partial fulfillment of the requirement for the award of the degree of
BACHELOR OF BUSINESS ADMINISTRATION
By
Parth Srivastava
Roll No. 226064
Under the esteemed guidance of
Industry Supervisor
Mrs. Daminee Shawney
Faculty Supervisor
Dr. Arpit Shailesh
Co-Supervisor
Dr. Pratiksha Mishra

Dept. of Management Studies

Babasaheb Bhimrao Ambedkar University
Vidya Vihar, Raebareli Road, Lucknow-226025
2024

1
 DECLARATION

I, Parth Srivastava, Roll No: 226064, hereby declare that the Summer
Internship Project Report titled “A STUDY ON CUSTOMER
SATISFACTION TOWARDS ZOMATO” is submitted by me in partial
fulfillment of the requirement for the award of the degree of Bachelor of
Business Administration under the guidance of Dr. Arpit Shailesh, Co-
Supervisor Dr. Pratiksha Mishra and Mrs. Daminee Shawney, Industry
supervisor. .
I confirm that this Report has not been submitted to any other University or
Institution in full or in part for the award of any Degree or Diploma.

Place:
Date:
Signature
Parth Srivastava

2
 PLAGIARISM REPORT

This is to certify that the Summer Internship project work titled “A STUDY ON
CUSTOMER SATISFACTION TOWARDS ZOMATO” is the original work
carried out by BBA final year student Parth Srivastava, Roll no. 226064 under my
supervision during the academic year 2024-25. As per the authenticate plagiarism
detection software, the similarity content in the report is less than 10%.

Signature of Student Signature of Faculty Supervisor

3
 CERTIFICATE

This is to certify that Parth Srivastava, Roll No. 226064 worked under my
supervision for the Project Report titled “A STUDY ON CUSTOMER
SATISFACTION TOWARDS ZOMATO” during the academic year 2024-25 in
partial fulfillment of the requirement for the award of the degree of Bachelor of
Business Administration.

Signature of the Student Signature of Faculty Supervisor

Signature of the HOD

4
 ACKNOWLEDGEMENT

I take this opportunity to express my profound sense of gratitude to our reverend

preceptor, Dr. Arpit Shailesh, Co-Supervisor Dr. Pratiksha Mishra , Department
of Management Studies, School for Management Studies, Babasaheb Bhimrao
Ambedkar University, Lucknow. A for his exemplary guidance, monitoring and
constant encouragement throughout the course of this report. He has been kind
enough to extend his best supervision and guidance art evirate in accomplishing
this work. It is due to his insurmountable enthusiasm untiring effort and
constructive criticism throughout this project that it has been able to attend the
present form. I also express my profound and deep sense of gratitude to the
management of "A STUDY ON CUSTOMER SATISFACTION TOWARDS
ZOMATO" for giving me the opportunity and providing me the facilities to
undergo the training in their branch. I would also like to thank my parents as well
as my friends who have helped me in all possible ways in making this project
presentable.

Parth Srivastava
ROLL NO 226064
DEPARTMENT OF MANAGEMENT STUDIES
BABASAHEB BHIMRAO AMBEDKAR
UNIVERSITY LUCKNOW 226025

5
 CONTENT
CHAPTER TITLE
NO.
ABSTRACT
LIST OF TALES
LIST OF CHARTS
INTRODUCTION
1.1 Introduction About the Study
1 1.2 Industry profile
1.3 Company Profile
1.4 Need of the study
1.5 Scope of the study
1.6 Objective of the study
2 REVIEW OF LITERATURE
2.1 List of reviews
RESEARCH METHODOLOGY
3.1 Source of data
3.2 Sample design
3
3.3 Structure of questionnaire
3.4 Period of time
3.5 Analytical tools
3.6 Limitations of the study
DATA ANALYSIS AND INTERPRETATION
4 4.1 Percentages analysis
4.2 Chi Square

5
 FINDING AND SUGGESTIONS
5 5.1 Findings
5.2 Suggestions and recommendations
6 SUMMARY AND CONCLUSION
6.1 Conclusion
REFERENCE
BIBLIOGRAPHY
APPENDIX-1 (QUESTIONAIRE)

6
Executive Summary

7
 Executive Summary
Web assumes bit by bit a more pivotal part to associate data and individuals, the
Pressure has kept on ascending on business sectors which have effectively
utilized on the web administrations, and particularly on business sectors to which
selling items online is novel. The pattern of the retailing store is changing as a
developing number of retailers are moving their centre from general physical
retailing to new organizations like electronic retailing or e-retailing. Electronic
shopping offers the best worth, extraordinary things and absolutely basic
shopping. The achievement of any e-tailor association in India is reliant upon its
commonness. Online shopping has obtained importance in the high level
business environment. The headway of web shopping for food has opened the
doorway of a chance to give a high ground over firms. Online shopping has
filled in noticeable quality throughout the span of the years basically as people
imagine that it's fitting for the comfort of their home or workplace. In the new
past, the web keeps a significant spot inside Monetary activities. As of now-a-
days individuals show their benefit on the web. So this study attempts to inspect
CUSTOMER SATISFACTION TOWARDS.

8
INTRODUCTION

9
 INTRODUCTION

Customer satisfaction is a term frequently used in marketing. It is a measure of

how products and services supplied by a company meet or surpass customer
expectation. Customer satisfaction is defined as ‗the number of customers, or
percentage of total customers, whose reported experience with a firm, its
products, its services exceeds specified satisfaction goals. In researching
satisfaction, firms generally ask customer whether their product or service has
met or exceeded expectations. Thus expectations are a key factor behind
satisfaction. When customers have high expectations and the reality falls short
they will be disappointed and will likely rate their experience as less than
satisfying.

The online ordering system can be defined as a simple and convenient way for
customers to purchase food online, without having to go to the restaurant. The
system is enabled by the internet that connects the restaurants or the food
company on one hand, and the customer on other hand. Therefore as per this
system the customer visits the restaurant‘s app or website, browses through the
various food items, combos and cuisines available there and those ahead and
selects and purchases the items he or she needs. These items will be then be
delivered to the customer at his or her doorstep at the time they choose by a
delivery person. Payments for such online orders can be made through debit
cards, credit cards, cash or card on delivery or even through digital wallets.

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

Deepinder goyal and pankaj chaddah in 2008. Zomato was founded as foodiebay
in 2008, and was renamed Zomato in 2010. In 2011 Zomato expanded across
india to Delhi, Mumbai, Bangalore, Chennai, Pune and Kolkata. In 2012 the
company expanded operations internationally in several countries, including the
United Arab Emerates, Srilanka, Qatar, the United Kingdom, Philippines and
South Africa. Zomato provides information, menus and user-reviews of
restaurants as well as food delivery options from partner restaurants in select
cities. Zomato also began grocery delivery amid the COVID-19 outbreak. As of
2019, the service is available in 24 countries and in more than 10,000 cities.

Zomato online ordering had been a great addition to our delivery channels. Its
smooth integration and online payment ability has allowed them to tap new
customer segments as well as give an enhanced service to their existing
customers too, it has allowed to avoid the issues related to credit card payment
of delivery.

Customer satisfaction is a term frequently used in marketing. It is a measure of

how products and services supplied by a company meet or surpass customer
expectation. Customer satisfaction is defined as ‗the number of customers, or
percentage of total customers, whose reported experience with a firm, its
products, its services exceeds specified satisfaction goals. In researching
satisfaction, firms generally ask customer whether their product or service has
met or exceeded expectations. Thus expectations are a key factor behind
satisfaction. When customers have high expectations and the reality falls short
they will be disappointed and will likely rate their experience as less than
satisfying.

The online ordering system can be defined as a simple and convenient way for
customers to purchase food online, without having to go to the restaurant. The
system is enabled by the internet that connects the restaurants or the food
company on one hand, and the customer on other hand. Therefore as per this
system the customer visits the restaurant‘s app or website, browses through the
various food items, combos and cuisines available there and those ahead and
selects and purchases the items he or she needs. These items will be then be
delivered to the customer at his or her doorstep at the time they choose by
delivery person. Payments for such online orders can be made through debit
cards, credit cards, cash or card on delivery or even through digital wallets.

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

Deepinder goyal and pankaj chaddah in 2008. Zomato was founded as foodiebay
in 2008, and was renamed Zomato in 2010. In 2011 Zomato expanded across
india to Delhi, Mumbai, Bangalore, Chennai, Pune and Kolkata. In 2012 the
company expanded operations internationally in several countries, including the
United Arab Emerates, Srilanka, Qatar, the United Kingdom, Philippines and
South Africa. Zomato provides information, menus and user-reviews of
restaurants as well as food delivery options from partner restaurants in select
cities. Zomato also began grocery delivery amid the COVID-19 outbreak. As of
2019, the service is available in 24 countries and in more than 10,000 cities.
Zomato online ordering had been a great addition to our delivery channels. Its
smooth integration and online payment ability has allowed them to tap new
customer segments as well as give an enhanced service to their existing
customers too, it has allowed to avoid the issues related to credit card payment
of delivery.
 INDUSTRY PROFILE

Ordering food online with the swipe of a finger has become nothing less than a
cakewalk for most of us. There are a number of applications that are essentially
designed to ease people‘s lives, especially when most of the people live away
from home trying to make a living on their own. And no matter how healthy
cooking own meals would be, it is not always possible to do so, given the hectic
lives.

The First Pizza Delivery Was Way Back In 1889:

King Umberto 1 of Italy once asked a renowned chef from Naples to make him
and his wife, Queen Margherita of Savoy three different pizzas. The chef
delivered the pizzas to them, being little aware of the fact that this would later
turn into a billion-dollar industry. There was a time when the online food
delivery system would be considered an underdog. However, it has seen
monumental growth over the last few years, and its popularity has gone over the
roof. The industry has penetrated through every layer of society and has spread
its roots all across the globe. It is difficult to think of a country which does not
have this highly functional chain of online food delivery system. And as more
and more millennials join the phenomenon of ordering food online, the
marketplace for online food delivery grows by the minute. With individuals
becoming increasingly busy, the service provided by online food delivery Apps
allowing them to place their order and receive delivery within a matter of
minutes, is a great advantage. In addition to this, the online environment offers
an avenue for customers to satisfy their impulsive food cravings. Customers can
have easy access to competitive service providers at competitive prices and at
the same time they can also receive input from their peers through social media,
which helps influence their ultimate purchase decision. With a population of
over 1.2billion, India is undeniably one of the biggest consumer markets in the
world today.50% of this population fall under the age of 25, making India one
of the countries with the youngest population in the world. Furthermore, it has
been predicted that by the year 2025 the number of middle-class Indians will
touch 550 million. Moreover, e-commerce has been expected to grow from US
$2.9 billion in 2013 to a mammoth US $100 billion by 2020, thereby making it
the fastest growing e-commerce market in the world. With this backdrop it should
be noted that a growing trend has been observed showing that a majority of the
fast food demand occurs within the age group of 10 – 40 years. The recent rise
in the number of productively employed young Indians in sectors such as IT
services has resulted in an increase in the spending capacity of the individuals.

According to statistics provided by the World Bank, there has been a 50%
increase in the per capita income from 2006 till date. This growing appetite and
increased spending capability of young Indians has made the food industry an
attractive and lucrative area in which to start a business. With this significant
growth in the online food and restaurant service industry, it has been estimated
that the Gross Merchandise Value of online food and restaurant industries would
reach an estimated
$2.7 billion by the end of 2019, which is a significant leap from the $300
million in 2016.
 COMPANY PROFILE

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

Deepinder Singh Goyal and Pankaj Chaddah in 2008. Zomato is a fastest
growing restaurant discovery website. Initially it was named as foodie bay but
in 2010, it was renamed as Zomato. It provides not only information related to
nearby restaurants but also provides facilities such as online ordering, table
reservations and management. Zomato currently serves in 10000 cities across 24
countries having 1.2 million popular restaurants with 80 million foodies every
month. It is available in 10 different languages and has 10 million reviews with
18 million bookmarks. It gives a platform to the restaurants owners to serve a
large number of users a good quality of food.

Head Quarters: Gurgaon, Haryana, India

Key people: Founder and chief executive officer- Deepinder Goyal Chief

Operating officer- Surobhi Das, Chief technology officer- Gunjan Patidar.

Logo: The logo of Zomato represents simply the name of the company and
indicates the love for the good food. As its mission is to ensure that ―Nobody
has a bad meal‖

Number of employees: 5000 employees

Achievements: The CEO has Honored with NDTV Indian of the year Zomato
generated its 95% of revenues, from the commercial advertisement in the
financial year 2013.

Zomato is in the 77th position in Top 100 start up in India

 NEED OF THE STUDY

Research methodology is mainly needed for the purpose of framing the research
process and the designs and tools that are to be used for the project purpose.
Research methodology helps to find the customer satisfaction based on product.
This time research methodology is framed for the purpose of finding the level of
CUSTOMER SATISFACTION TOWARDS ZOMATO.

SCOPE OF THE STUDY

Scope of the study is limited towards Respondents who have experienced such
online food delivery services through Zomato app. The study is basically
conducted to know how consumers perceive the online food delivery services.
The expectation and satisfaction of consumers may vary under different
circumstances. From this study, we can have a better understanding of the
Online Food Delivery Service Market. Therefore, these findings may help the
service providers to work upon on these variables to fill up the gaps in the
mindset of consumers.
OBJECTIVE OF THE STUDY

 To know about the expectation and satisfaction level of respondents

towards Zomato.
 To identify the factors influenced for choosing Zomato.
 CHAPTER-2
REVIEW OF LITERATURE
 CHAPTER-2
REVIEW OF LITERATURE

2.1 LIST OF REVIEWS

Hong Lan (2016), ―Online food delivery market is immature yet, there are some
obvious problems that can be seen from consumers‖ negative comments. In
order to solve these problems, we can neither rely merely on the self discipline
of online. food delivery restaurants nor the supervision and management of
online food delivery platforms. Only by taking laws as the criterion, with the
joined efforts of the online food delivery platforms and restaurants, the
government departments concerned, consumers and all parties in the society, can
these problems be solved and good online take away environment can be created
.
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.
Sheryl E. Kimes (2011), His study found that perceived control and perceived
convenience associated with the online food ordering services were important
for both users and non-users. Non-users need more personal interaction and also
had higher technology anxiety to use the service.
Varsha Chavan, et al, (2015), The use of smart device based interface for
customers to view, order and navigate has helped the restaurants in managing
orders from customers immediately. The capabilities of wireless communication
and smart phone technology in fulfilling and improving business management
and service delivery. Their analysis states that this system is convenient,
effective and easy to use, which is expected to improve the overall restaurant
business in coming times.

Leong Wai Hong (2016), the technological advancements in many industries

have changed the business model to grow. Efficient system can help improve the
productivity and profitability of a restaurant. The use of online food delivery
system is believed that it can lead the restaurant‘s business grow from time to
time and will help the restaurants to facilitate major business online.

Serhat Murat Alagoz & Haluk Hekimoglu (2012). E commerce is rapidly

growing worldwide; the food industry is also showing a steady growth. In this
research paper they have used the Technology Acceptance Model (TAM) as a
ground to study the acceptance of online food ordering system.
Their data analysis revealed that the attitude towards online food ordering vary
according to ease and usefulness of online food ordering process and also vary
according to their innovativeness against information technology, their trust in e-
retailers and various external influences.

Bhavya saini (2016),“Consumer preference and attitude regarding online food

products‖ the study emphasized that using the internet in seeking food service
information was a common practice among people living in india and online
interpersonal influence took a fundamental apart. A high percentage of
consumers were unconcerned about accurate evidence regarding food safety in
selecting food products on the internet. The conclusion of our findings produces
practical pieces of advice to consumers buying online food, to food retailers
selling food over the internet and to the government of india to implement
appropriate legislation regarding online food product information. Among all
these factors customers usually expect three website merits to assist their online
encounters that are system quality, information quality, and service quality.

Hong Lan (2016), ―Online food delivery market is immature yet, there are some
obvious problems that can be seen from consumers‖ negative comments. In
order to solve these problems, we can neither rely merely on the self-discipline
of online food delivery restaurants nor the supervision and management of
online food delivery platforms. Only by taking laws as the criterion, with the
joined efforts of the online food delivery platforms and restaurants, the
government departments concerned, consumers and all parties in the society, can
these problems be solved and good online take away environment can be
created.

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

Sheryl E. Kimes (2011), His study found that perceived control and perceived
convenience associated with the online food ordering services were important for
both users and non-users. Non-users need more personal interaction and also had
higher technology anxiety to use the service.
Varsha Chavan, et al, (2015), The use of smart device based interface for
customers to view, order and navigate has helped the restaurants in managing
orders from customers immediately. The capabilities of wireless communication
and smart phone technology in fulfilling and improving business management
and service delivery. Their analysis states that this system is convenient,
effective and easy to use, which is expected to improve the overall restaurant
business in coming times.

Leong Wai Hong (2016), the technological advancements in many industries

have changed the business model to grow. Efficient system can help improve the
productivity and profitability of a restaurant. The use of online food delivery
system is believed that it can lead the restaurant‘s business grow from time to
time and will help the restaurants to facilitate major business online.

Serhat Murat Alagoz & Haluk Hekimoglu (2012). E commerce is rapidly

growing worldwide, the food industry is also showing a steady growth. In this
research paper they have used the Technology Acceptance Model (TAM) as a
ground to study the acceptance of online food ordering system. Their data
analysis revealed that the attitude towards online food ordering vary according to
ease and usefulness of online food ordering process and also vary according to
their innovativeness against information technology, their trust in e-retailers and
various external influences.

Ramesh Kumar Bagla, Jasmine Khan. The purpose of this study was to
investigate the factors that are responsible for the growing popularity of online
booking and ordering of food in india, expectations of the users, and their
satisfaction levels with the popular apps such as food panda, Zomato, Swiggy.
Descriptive research was undertaken on the basis of primary data collected from
the respondents residing in National Capital Region of Delhi chosen through
non-probability convenience sampling using structured questionnaire. Findings
was the factors contributing to the popularity of online food ordering were found
to be lack of time to prepare food, availability of variety, rewards and cashbacks.
There is a scope of improving the user‘s satisfaction levels by understanding their
expectations more precisely and offering more attractive options while ordering
food online.

Kumaran. M. (2017), has conducted a study on ―perception towards online

shopping an empirical study with respect to Indian buyers‖. This research deals
with E- marketing researches concerning the factors which affects consumer
perception towards online purchasing experiences, this research deals with the
perceived risks, website role, domain specific innovativeness, subjective norms,
attitude perceived usefulness, perceived ease of use, attitude, online shopping
intention and online shopping behavior. There are many reasons for people
preferring online shopping but the major reason for a consumer backing out from
online shopping is the security issues but the industry has given little concern to
this issue.

Jyotishman Das (2018), the doorstep delivery is the most highly ranked factor
of influencing the consumers to use the food ordering applications. The
consumers are also often influenced by discounts and cashbacks they enjoy. On
comparing the factors the most preferred service provider came out to be Zomato
followed by Swiggy.
 CHAPTER-3
RESEARCH METHODOLOGY
 CHAPTER-3
RESEARCH METHODOLOGY

SOURCE OF DATA

Primary data: To study the customer satisfaction on Zomato a questionnaire

was prepared and the data was collected from the respondents who are using
Zomato application.

Secondary data: The secondary data was collected with the help of internet
search, and online articles.

SAMPLE DESIGN

The research was carried out in various phases that constituted an approach of
working from whole to part. It included several phases which tried to deeper into
users likings and develop a thorough understanding of what the consumer looks
forward while ordering food online.

STRUCTURE OF QUESTIONNAIRE

Questionnaire was divided into two sections. First part was designed to know
the general information about customers and the second part contained the
respondent's opinions about customer's satisfaction.

PERIOD OF STUDY
The duration of study is from January 2022 to March 2022 which is three
months of study.

LIMITATIONS OF THE STUDY

 The number of Respondent is limited to 110.

 The finding and suggestions are based on the information given by
the respondents.
 In some cases, participants refused to fill the questionnaire.
 The lack of resources led to convenience sampling.
 Chapter-4
DATA ANALYSIS AND INTERPRETATION
 Chapter-4
DATA ANALYSIS AND INTERPRETATION

1. Percentage analysis

Research questions are always answered with a descriptive statistic: generally,

either percentage or mean. Percentage is appropriate when it is important to know
how many of the participants gave a particular answer. Generally, percentage is
reported when the responses have discrete categories.
2. Bar graphs

It is a chart or graph that presents categorical data with rectangular bars with
heights or lengths proportional to the values that they represent. The bars can be
plotted vertically or horizontally. A vertical bar chart is sometimes called a
column chart.

A bar graph shows comparisons among discrete categories. One axis of chart
shows the specific categories being compared, and the other axis represents a
measured value. Some bar graphs present bars clustered in groups of more than
one, showing the values of more than one measured variable.

3. Pie charts

A pie chart is a circular statistical graphic, which is divided into slices to

illustrate numerical proportion. In a pie chart, the arc length of each slice is
proportional to the quantity it represents. While it is named for its resemblance
to a pie which has been sliced, there are variations on the way it can be
presented.
 DATA ANALYSIS AND INTERPRETATION

4.1 PERTCENTAGE ANALYSIS

Table 4.1.1 Age of the respondent

S.NO PARTICULARS PERCENTAGE

1 Below-18 21%
2 18-28 49.5%
3 28-38 10.5%
4 38-48 12.4%
5 48-58 2.9
6 58 Above 4%
TOTAL 100%

Source: Primary data

Fig:4.1.1 Age of the respondent

From the above table it is clear that 21% of the respondent belongs to the age
group below 18 is 21%, 18-28 is 49.5%, 28-38 is 10.5%, 38-48 is 12.4%, 48-58
is 2.9%,
Above 58 is 4%.

Inference

Majority (49.5%) of the respondent are age between 18-28 years

 S.NO PARTICULARS PERCENTAGE
1 MALE 65.4%
2 FEMALE 34.6%
TOTAL 100%

Source: Primary data

FIG 4.1.2 Gender of the respondent

It is clear that the above table shows 34.6% of the respondents belong to female
and finally 65.4% of the respondent belong to male category.

Inference

Majority (65.4%) of the respondents are male.

 S.NO PARTICULAR PERCENTAGE
1 Married 58.1%
2 Unmarried 41.9%
TOTAL 100%

Source: Primary data

Fig:4.1.3 Martial status of the respondent.

It is clear that the above table shows most of the respondent are married (58.1%)
and 41.9% in Unmarried.

Inference

Majority (58.1%) of the respondent are married.

 S.NO PARTICULAR PERCENTAGE
1 Government employees 26.9%

2 Private employees 27.9%

3 Business 32.7%
4 Other 12.5%
TOTAL 100%

Source: Primary data

Fig.4.1.4 Occupation of the respondent

From the above table it is interpreted that the number of respondents were
26.9% is Government employees, 27.9% is Private employees,32.7% is
Business, 12.5% is others.
Inference

Majority (32.7%) of the respondents are Business.

 S.NO PARTICULAR PERCENTAGE
1 Below-25,000 25%
2 25,000-50,000 27.9%
3 50,000-1,00,000 30.8%
4 More than 1,00,000 16.3%
TOTAL 100%

Source: Primary data

Fig:4.1.5 Income (Monthly income)

From the above table it is interpreted that the number of respondents were 25%
is Below 25,000, 27.9% is 25,000-50,000, 30.8% is 50,000-1,00,000,16.3% is More
than
1,00,000.

Inference

Majority (30.8%) of the respondents are 50,000-1,00,000.

Table 4.1.6 Do you order online food.

S.NO PARTICULAR PERCENTAGE

1 Yes 59.2%
2 No 25.5%
TOTAL 100%

Source: Primary data

Fig: 4.1.6 Do you order online food

From the above table it is interpreted that the number of respondents were 96.2%,
3.8% is No.
Inference

Majority (96.2%) of the respondents are yes.

 S.NO PARTICULAR PERCENTAGE
1 Daily 33.3%
2 Weekly 37.1%
3 Fortnight 15.2%
4 Monthly 14.3%
TOTAL 100%

Source: Primary data

Fig:4.1.7 How often you order in Zomato.

From the above table it is interpreted that the number of respondents were 33.3%
is Daily, 37.1% is Weekly, 15.2% is Fortnight, 14.3% is Monthly.

Inference

Majority (37.1%) of the respondents are Weekly

15
 S.NO PARTICULARS PERCENTAGE
1 Breakfast 39%
2 Lunch 23.8%
3 Snacks 21.9%
4 Dinner 15.2%
TOTAL 100%

Source: Primary data

Fig:4.1.8 What meal you typically order in Zomato.

From the above table it is interpreted that the number of respondents were 39%
is Breakfast, 23.8% is lunch, 21.9% is snacks, 15.2% is Dinner.

Inference

Majority (39%) of the respondents were Breakfast

 S.NO PARTICULARS PERCENTAGE
1 Less than Six months 33.7%
2 Six months to one year 27.9%
3 One year to two years 26.9%
4 Three or more years 11.5%
TOTAL 100%
Source: Primary data

Fig 4.1.9 How long have you been a Zomato

From the above table it is interpreted that 33.7% of the respondents are Less than
six months, 27.9% of the respondents are six months to a year, 26.9% of the
respondents are 1-2years, 11.5% of the respondents are 3 – or more year been a
Zomato customer.
Inference
Majority (58.6%) of the respondents were Monthly once.

understand?
 S.NO PARTICULAR PERCENTAGE
1 Easy to understand 42.4%
2 Difficult to understand 52.5%
TOTAL 100%

Source: Primary data

Fig:4.1.10 Does the language used in Zomato app are easy to understand?

From the above table it is interpreted that 82.7% of the respondents are easy to
understand the language, 17.3% of the respondents are difficult to understand
the language used in Zomato app.
Inference

Majority (82.7%) of the respondents are easy to understand the language.

 S.NO PARTICULAR PERCENTAGE
1 Faster delivery 33%
2 Convenient 27.2%
3 Time saving 21.4%
4 All the above 18.4%
TOTAL 100%

Source: Primary data

Fig:4.1.11 Why do you prefer online food delivery in Zomato.

From the above table it is interpreted that the number of respondents were 33%
is Faster delivery, 27,2% is convenient, 21.4% is Time saving, 18.4% is All the
above.
Inference

Majority (33%) of the respondents prefer is Faster delivery.

 S.NO PARTICULAR PERCENTAGE
1 5 58.7%
2 4 24%
3 3 14.4%
4 2 1.9%
5 1 1%
TOTAL 100%

Source: Primary data

Fig:4.1.12 Rate you overall experience at Zomato.

From the above table it is interpreted that the number of respondents were
58.7% gave 5, 24% gave 4, 14.4% gave 3, 1.9% gave 2, 1% gave 1.
Inference

Majority (58.7%) of the respondents gave 5.

21
FINDINGS

 Majority (49.5%) of the respondents are age between 18-28.

 Majority (65.4%) of gender respondents ae Male.
 Majority (58.19%) of the respondents are Married.
 Majority (32.7%) of the respondents are business.
 Majority (30,8%) of the respondents monthly income is 50,000-1,00,000
 Majority (96.2%) of the respondents are ordering food through online.
 Majority (37.1%) of the respondents are ordering weekly.
 Majority (39%) of the respondents are ordering breakfast.
 Majority (58.6%) of the respondents are less than six months.
 Majority (82.7%) of the respondents are easy to understand the language.
 Majority (33%) of the respondents were prefer Faster delivery.
 Majority (58.7%) of the respondents are rating 5/5 for overall experience.
SUGGESTION

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

 Company should take necessary steps to stimulate customers in
repurchasing on a frequent basis.
 Zomato should focus more on other promotional activities such as
television advertisements.
 The company should focus on giving better quality product as most
customers were very brand loyal and were generally satisfied with the
product.
 The company should try to be competitive than other companies and
try to establish a strong position in the market.
 CHAPER-5
CONCLUSION
CONCLUSION

Applications for the food supply have now become a major sensation in India.
Numerous food delivery applications in India can be downloaded from the ease
of homes on smart phones to order food on the go. The study helped in
identifying the factors which influenced the customers for choosing Zomato. On
Analyzing the customer satisfaction on Zomato, it can be concluded that the
company has to focus on building positive image regarding the product on
customer‘s mind. Customer‘s expectation about Zomato was surpassed and
most of the customers are satisfied in every means. The customers who had
several expectations before using Zomato had more satisfaction after making
purchases. Comparing with other variables customers are more satisfied on the
delivery speed of Zomato.
BIBLIOGRAPHY
 Bibliography

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QUESTIONNAIRE
 Questionnaire

1. Age of the respondents.

A) Below-18

B) 18-28

C) 28-38

D) 38-48

E) 48-58

F) 58 and above

2. Gender of the respondents.

A) Male

B) Female

3. Martial status of the respondents.

A) Married

B) Unmarried

4. Occupation of the respondents.

A) Government employees

B) Private employees

C) Business

D) Other.

5. Income (Monthly income).

A) Below-25,000

B) 25,000-50,000

C) 50,000-1,00,000

D) More than 1,00,000

6. Do you order online food.

A) Yes

B) No

7. How often you order in Zomato.

A) Daily

B) Weekly

C) Fortnight

D) Monthly

8. What meal you typically order in Zomato.

A) Breakfast

B) Lunch

C) Snacks

D) Dinner

9. How long have been in Zomato.

A) Less than six months

B) Six months to one year

C) One year to two year

D) Three or more years.

10. Does the language used in Zomato app are easy to understand?

A) Easy to understand

B) Difficult to understand.

11. Why do you prefer online food delivery in Zomato.

A) Faster delivery

B) Convenient

C) Time

saving D)
All the
above.
12. Rate your overall experience at Zomato.

A) 5

B) 4

C) 3

D) 2

E)