Chetana’s Institute of Management & Research

Bandra (East), Mumbai

Can a cab aggregator succeed in food delivery industry?

(Uber Eats)
(Industry Oriented Project)

Submitted in partial fulfilment of the requirements for

Post Graduate Diploma in Management

Academic Year: 2019

Submitted By
Name: Pratik. A. Shah
Roll No. M1- 052
PGDM Batch : 2017-2019

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 Declaration

I hereby declare that this project report titled “Can a cab aggregator succeed in food delivery
industry (Uber Eats)” submitted in partial fulfilment of the requirement of Post Graduate Diploma
in Management to Chetana’s Institute of Management and Research, is my original work and not
submitted for award of any degree or diploma fellowship or for similar title or prize. References
of work and related sources of information have been duly acknowledged in the report.

The project has been carried out under the guidance of Mr. RAJIV GATNE

I further declare that I have no objection and grant the rights to Chetana’s Institute of Management
and Research to publish any chapter/project or use it for future reference if they deem fit.

Place : Mumbai

Date :

Name : Pratik Shah

Class : PGDM Batch 2017-19

Roll No. : M1- 052

Signature : ___________

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 Certificate

This is to certify that the project titled Can a cab aggregator succeed in food delivery industry?
(Uber Eats) submitted by Pratik. A. Shah to Chetana’s Institute of Management & Research
in partial fulfillment of the requirement of Post Graduate Diploma in Management, has been done
under the guidance of the undersigned during the period December 2018 to March 2019.

Date:

Place: Mumbai

Faculty Guide I/C Director

Mr. Rajiv Gatne Dr. Nandita Mishra

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 ACKNOWLEDGEMENT

The project which I worked upon Uber Eats was a great learning opportunity and helped in my
professional development. Therefore, I consider myself as a very lucky individual as I was
provided with an opportunity to work on it.

I would like to thank our Institute I/C Director Dr. Nandita Mishra and Prof. Mr. Rajiv Gatne
for giving me this opportunity to work and guide me in making this project.

I perceive as this opportunity as a big milestone in my career development. I will strive to use the
skills and knowledge I have gained here in the best possible way, and I will continue to work on
their improvement, in order to attain desired career objectives.

Signature of the Student

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 TABLE OF CONTENTS

CHAPTER NO. CONTENTS PAGE NO.

CHAPTER 1 Introduction 08

CHAPTER 2 Objectives of the project 33

CHAPTER 3 Literature Review 35

CHAPTER 4 Research Methodology 39

CHAPTER 5 Findings & Analysis 40

CHAPTER 6 Corporate Governance & CSR Initiatives 49

CHAPTER 7 Conclusion & Recommendations 51

ANNEXURES Questionnaire 53

Bibliography 56

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Chapter 1
Introduction to the subject

Retail food delivery is a courier service in which a restaurant, store, or independent

food delivery company delivers food to a customer. An order is typically made either
through a restaurant or grocer's website or phone, or through a food ordering
company, like Waiter.com, GrubHub, or Postmates. The delivered items can include
entrees, sides, drinks, desserts, or grocery items and are typically delivered in boxes
or bags. The delivery person will normally drive a car, but in bigger cities where
homes and restaurants are closer together, they may use bikes or motorized scooters.

Customers can, depending on the delivery company, choose to pay online or in

person, with cash or card. A flat rate delivery fee is often charged with what the
customer has bought. Tips are often customary for food delivery service.

Other aspects of food delivery include catering and wholesale food service deliveries
to restaurants, cafeterias, health care facilities, and caterers by foodservice
distributors.

History

The first food delivery service was for naengmyeon (cold noodle) in Korea, recorded
in 1768. Hyojonggaeng (hangover soup) was also delivered for the yangban in the
1800s. Advertisement for food delivery and catering also appeared in the newspaper
in 1906.

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Meal delivery

Meal delivery orders are typically on demand, and intended to be eaten right away,
and include hot, already-prepared food. Pizza delivery is the largest meal delivery
industry at the moment. [not in citation given] Ordering for delivery usually involves
contacting a local restaurant or chain by telephone or online. Online ordering is
available in many countries, were some stores offer online menus and ordering.
Since 1995, companies such as Waiter.com have their own interfaces where
customers order food from nearby restaurants that have partnered with the service.
Meal delivery requires special technology and care, since the food items are already
cooked and prepared, and can be easily damaged if dropped, tilted, or left out for
long periods of time. Hot bags are often used to keep food warm. They are thermal
bags, typically made of vinyl, nylon, or Cardura, that passively retain heat.

In Mumbai, dabbawalas deliver hundreds of thousands of lunches to paying

subscribers every workday through a system of rail and bicycle links. The lunches
are sent in tiffin carriers, and are prepared in the late morning by either a restaurant
or family member (typically a wife for a working husband, since many families still
follow traditional asymmetrical gender roles). The tiffin’s are then returned either in
the afternoon or the next day by the same system. On the other hand, Food peon
from Dhaka delivers corporate lunches using one-time food graded plastic container.
It looks smart and it's hygienic. Customers don't have to return the containers, rather
they dispose them.

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In the Philippines, most commonly delivered meals are from fast-food chains like
Jollibee, McDonalds, Pizza Hut, Shakey's, KFC, etc. Orders are being done through
their delivery websites, mobile apps, or by phone. Time of delivery usually takes
around 30 to 45 minutes.

Meal delivery services offer prepared meals by subscription.

Delivery of ingredients

Community-supported agriculture schemes work on a subscription box model,

where a box of vegetables, dairy product, fish, or meat is delivered periodically from
a local vendor.

Various meal kit delivery subscription services have started in Europe and North
America since 2007. These typically have pre-measured ingredients designed for
accompanying recipes.

Grocery delivery

Grocery delivery companies will deliver groceries, pre-prep or pre-made meals, and
more to customers. The companies work with brick and mortar stores or their own
line of grocery items. These orders are typically larger and more expensive than
normal meal deliveries, and are often not meant to be eaten right away, rather they
are to replace items someone has run out of, like flour or milk. They are almost
always done online, and typically take at least one day to deliver, though some
companies offer same-day delivery. Many delivery services are required to offer
delivery within a couple hours because frozen and fresh foods have to be delivered
before they spoil.

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Grocery delivery differs greatly from meal delivery in the sense that it is usually sent
as a parcel through common mailing services like USPS or FedEx, if it's only non-
perishables. Since non-perishable items are normally packaged before arriving at
grocery stores, they can easily be repackaged and delivered to customers without
any special care. Sometimes, dry ice is added to keep perishable items fresh. Fresh
and frozen foods complicate delivery which is done, usually by store/provider
employees or third party services such as Instacart.

The grocery delivery business has taken off, with hundreds of niche delivery
companies springing up offering a variety of different services from weekly grocery
restock to pre-planned, pre-measured family meals to make cooking easier. Online
retailer giants have hopped on board too. Amazon.com, for example, offers
AmazonFresh delivery service. Amazon purchased Whole Foods Market in 2017,
and by 2018 Amazon had added Whole Foods items to its Prime Now service, for
2-hour delivery in certain markets.

Associated fees

In addition to paying for the food, customers will often have to pay a delivery fee.
The delivery fee will cover the cost of gas or other transportation costs, but usually
does not go to the delivery person. For meal delivery, it is common to give the
deliverer an optional tip upon paying for the order.[citation needed] In Canada and
the United States, tipping for delivery is customary. Opinions on appropriate
amounts vary widely. In addition, grocery stores may charge more for the foods that
are ordered online for delivery than they charge for the same items off-the-shelf.

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Introduction to the Industry

Online food delivery is a service in which a store or restaurant delivers food to a

customer through the restaurant’s website. Delivered items include drinks, food, and
desserts etc. Payment mode may be online and cash on delivery. Some features for
making successful online food delivery market are generating a code referral system,
easy & user-friendly dashboard, social media integration, customer integration with
push notification and cross-platform compatibility etc.

According to study, “Online Food Delivery Market in India 2017” some of the major
companies that are currently working in the online food delivery market in India are
Zomato Media Pvt. Ltd., Scootsy Pvt. Ltd., Food Panda Indian Pvt. Ltd., Foodista
India Pvt. Ltd., Bundle Technologies Pvt. Ltd., UberEats Pvt. Ltd., Faaso’s Food
Services Pvt. Ltd., Swiggy Pvt. Ltd., Pisces Services Pvt. Ltd.

On the basis of product type, the online food delivery market is segmented into fixed
online food delivery and movable online food delivery. On the basis of cuisine-wise,
the market is segmented into Indian food, fast food, Italian food, and others. On the
basis of the business model, the market is segmented into logistics focused food
delivery system, order focused food delivery system and full-service food delivery
system. Full-service food service is useful for small-scale & independent restaurants.
On the basis of food sources, the market is segmented into grocery stores, restaurants

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& food outlets and supermarkets etc. In addition, on the basis of the platform, the
market is segmented into the application based and platform based.

The market for online food delivery is mainly driven by rising disposable income.
Changing demographics, increasing penetration of internet & smart-phones,
favorable lifestyle changes, young population, consumption levels, a greater share
of women in the workforce, aggressive marketing strategies adopted by food startups
and the convenience of ordering is increasing significantly which led to the growth
of the market. Apart from the advantages some of the challenges include
unpredictable demand patterns, inability to influence external circumstances (traffic,
weather & changing demand on a daily basis), high delivery cost, highly
concentrated peaks in ordering during meal-times, limited delivery times and kitchen
operations etc.

Some online food delivery apps are TastyKhana, JustEat, Uber Eats, Swiggy,
FoodMingo, Pizza Hut, FoodPanda, Zomato Order, Fasso’s and Dominoes.
Moreover, some food delivery startups in the country are Masala Box, 48 East,
Box8, Brekkie, Fresh Menu, Chefkraft, Ready Bowl, Entree, Holachef, Pizza
Express, iChef, Burgundy Box, FoodCloud, Fresh, and Tpot. Hyderabad, Delhi
NCR, Bangalore, Pune, and Mumbai are top five cities in India for online food
ordering.

The role of mobile apps and also the web-based system of ordering food playing an
important role as more and more people use smartphones, followed by increasing
literacy and access to the Internet facilities. Online food delivery is moving towards
self-delivery, causing the fall of delivery time. Players also have higher control over

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the delivery process are able to provide much better value to customers. In upcoming
years, product’s 3D images or 360-degree view will be on websites, which will
define more detailed menu information such as ingredients and portion size etc. In
near future, it is expected that products will be delivered via drones, which will be
helpful for delivery within minutes.

Demand Drivers

Encouraging Demographics

With a population of over 1.2billion, India is undeniably one of the biggest consumer
markets in the world today. Moreover, 50% of this population fall under the age of
25, and the rest before the age of 35 years; making India among the youngest
population in the world too. Most of the fast food demand comes from age group
18-40 years. What’s more, by the year 2025 the Indian middle-class demographic is
expected to touch 550 million. Young India’s appetite is one of the key drivers for
demand in the food and beverage industry on the whole.

Promising Income and Consumption Levels

With an increasing number of young Indians being productively employed in

lucrative industries, sectors like IT services have upped the living standards and
made their wallets fatter too. The World Bank reports a staggering 50% increase in
per capita income since 2006 until now. Urban India sees a visible change in the
social setting, which further fuels the advance of fast food restaurants in India.

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Higher disposable income is also a key driver for other subcategories of food
products too.

Favorable Lifestyle Changes

With dual-income families, now urban India sees both parents bring home the bacon,
thus changing the way people live drastically; with changes in routines, lifestyle and
food habits. The demand for quick access to food and one with affordable rates is on
the rise. Time crunches and an increasing need to spend quality time with 92%
nuclear families reaching out for fast food or takeouts to save time and energy that
would otherwise go into cooking up a meal at home every day of the week.

Rising Number of Working Women

Keeping in line with the above point, there has been an astounding increase in
working women. Working women end up spending most of their productive hours
commuting and at work, therefore there is very less time to cook full blown meals
at home, all by themselves. Working women typically spend a large amount of their
disposable income on buying takeouts or eating out. This is again a key demand-
driver for the food and beverage industry in India.

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Supply Drivers

Expanding Variety of Cuisines

With more and more restaurants offering global cuisines, this has had a significant
impact on the overall food industry. Chicken biryani, burgers, butter chicken, pizza
and Hakka noodles are customers' most preferred orders. North Indian fare tops, but
Chinese, Italian, south Indian and 'healthy food' are also popular. The more Indians
living in urban areas are willing to experiment with new cuisines, the more will
frequency of dining out increase.

Upgrading of Retail Formats

With a slew of international food brands and restaurants making themselves

available at popular malls, these seem to be the ideal space to get more customers
who go to malls to shop. And inversely, more customers going to food courts and
restaurants at malls, shop! It is a win-win situation for all parties, indeed.

Rising of Contract Cultivation

Contract cultivation is essentially a binding agreement that guarantees farmers’

purchases from giant global companies, provided they agree and supply the preferred

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crops to the companies. For example, McDonald's currently has over 400 farmers
cultivating potatoes for them in over 2000 acres of farmland in the state of Gujarat.

Emerging of Logistics Providers

It’s not just true for the emerging e-commerce industry where couriers and delivery-
handling companies are on the rise. There are logistic providers for the food industry
too, such as Radhakrishna Foodland who is a local partner, providing their logistics
services to global giants in India such as McDonald's AND Pizza Hut.

Growing of Delivery - dedicated Formats

The initial investment needed for a delivery-focused format is much lower compared
to starting up a restaurant or even a fast food joint. Investments includes rent,
designing interiors, furniture and so on. Due to such cost benefits, more operators
are ready to devote their time, energy and investments in the formats dedicated to
delivering food at the doorstep. There is a considerable decrease in the costs of
labour, supplies and the biggest cost saving aspect is the need for quality real estate.
This is the most expensive of all investments in restaurants, and with a delivery
format this cost is saved.

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Extension to Delivery Services in Existing Restaurants

Restaurants are now trying to maximize their business output by offering food
delivery services. This way they all are able to rationalize existing fixed costs and
also keep their business sustainable. Home Delivery is a very vital ingredient in this
mix. It’s no wonder restaurants big and small, all are vying to get a piece of this pie!
Moreover, with this format, a higher number of customers can be serviced, compared
to the sit-and-dine format where at peak hours, customers will be missed. The
delivery format keeps customer loyalty going strong too.

New Trends in the Delivery Sector

The role of mobile apps and also web-based system of ordering food cannot be
undermined at this point. With more people using smart phones, increasing literacy
and access to the Internet, the fortunes waiting to be reaped from the business of
home delivery are just a click away! Domino’s Pizza claims to deliver over 50,000
pizzas in a day and 15,000 of those orders are made online. Fassos is another popular
food chain that doles out over 60,000 orders in a day and all from their mobile app
too. Now that Dominoes and other players have tied up with the online food service
site FoodPanda, these numbers are expected to double in the coming years. E-
Tailing, which is having a sound presence online, is very promising for all delivery-
based ‘quick service restaurants’ (QSR) compared to the revenues generated from
the typical brick-and-mortar format.

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Delivery-dedicated Websites

Speaking of FoodPanda (– Which is one of the biggest food service websites, picking
up almost double the funding of that of Zomato, with $310 million) while global
food chains and QSR like McDonald's, and Pizza Hut have their own websites from
where you could order food, other businesses who want in on the food delivery
business opt for websites like FoodPanda and Zomato. There are many others
cropping up who have similar food delivery formats, with their own coupon and
discounts system to get more customers - Just Eat and TastyKhana for instance, who
have just entered the market recently. These exclusive websites earn commissions
on every order and the benefit to customers is that they are able to access a number
of food websites offerings at just one stop, avail discounts and exclusive offers to
get maximum value out of their online or mobile app orders. Zomato is one of the
most popular apps and websites that not only let customers order food from multiple
restaurants, but have a rating system and an exclusive phone number using which
customers could make reservations at the restaurants. Their advantage is the access
to call records, using which they continually streamline their processes. It’s no
wonder they have now picked up a funding of more than $163 million for business
development. An interesting point to be noted here is that FoodPanda plans to extend
their services and tie up with restaurants that cannot do home-delivery. There will
be logistics-related investments done by FoodPanda to simply expand their reach
and get a larger bite of the home delivery market. Regardless of who gets the better
funding, it is the ‘total recall’ of websites that would ultimately take the biggest share
of the pie. Even before Zomato or FoodPanda had made an impression on the smart
Indians, there was Burrrrp! which is now non-existent and so are other similar
websites which mushroomed at one point, but could not stay true to their value

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proposition. We have addressed various online food services that deliver ready meals
at homes & workplaces. There is another service based on the food delivery model
- the online grocery market. Some of the leading names in this category include
PepperTap, which recently got some extravagant funding from Snapdeal and
BigBasket. Other services like TapTapMeals exist, which is delivery of “home-
cooked” meals other than the usual global QSR menu.

Impact of Online Food Services on Restaurant Business in India

The format of home delivery or the takeaways have gained a lot more customers in
locations such as malls, offices and big-party orders for residential complexes.
People missing breakfast on the way to work, order-in. People who desire a better
choice of corporate lunch or party, order in too. Everyone seems to be in awe of the
online food order and delivery option for the convenience and immediate source of
food at home. Besides, the convenience of ordering groceries from your mobile app
or web browser has certainly taken away some market share from the trusted ‘kirana’
or the mom-n-pop stores. India is the 6th largest grocery market in the world, but the
organized sector as run by some of the online businesses mentioned above makes up
only for 5-8% market share of the grocery business. The vast majority is still owned
by these local markets and the mom-n-pop stores. This has some obvious impacts
on the brick-and-mortar formats of in-dining restaurants as more people prefer to
have restaurant-style cuisines right in the privacy of their homes or workplaces, but
the impact is not so much as it may appear to be. The fast food business in India is
only about 2 decades old, and remains largely unorganized. Given the rate at which
the organized sector is rapidly growing, it is only a matter of time and a much larger

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chunk of global investments before a really big impact is made on ongoing restaurant
businesses that may not have a delivery-focused format of their own.

Food Tech Companies Prefer Chefs to Head Operations.

It’s not just housewives who are getting a go at entrepreneurship. To offer their
flavors from home to customers who yearn homemade food, culinary talent from the
hospitality industry are now most wanted at food tech companies that operate on a
pure home-delivery model - for their experience, skills and expertise in the food
industry. The companies want them to not only head the kitchen operations, but also
work closely in bringing up new menu options and update the old ones too. Chefs
enjoy complete freedom and democracy at such establishments, agrees Chef Amit
Tyagi who after working 10 years at Taj, joined Yumist to bring up 2-3 dishes to the
menu every week. Cook Gourmet is another platform where even culinary students
get a chance to have their recipes showcased and recognised under their own names!
These are musings from 19-year-old culinary student Tejasvi Arneja who got his
recipe featured and is now a popular Facebook culinary celebrity.

Conclusion

The changing urban lifestyle of the average Indian is dramatic enough to be

favourable for the food-on-the–go and quick home delivery models to grow at higher
rates. The ever-increasing population crowded metro cities and longer travel times
are drivers for the convenient, ready-to eat and cheaper options of having food and

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groceries delivered at your doorstep. Companies that are aware of the huge potential
for growth may venture straight in, but only the fittest will survive. Businesses who
keep their value proposition and their brand active in consumer’s minds, will take
the biggest share of the Indian online food service pie.

Introduction to the company

Uber Eats (previously stylized as UberEATS) is an American online food ordering

and delivery platform launched by Uber in 2014 and based in San Francisco,
California.

Users can order food from participating restaurants on their website or with a
smartphone/tablet application (only iOS and Android).

History

Uber was founded in 2009 by Garrett Camp (also the founder of Stumble Upon), and
Travis Kalanick.

The company made its foray into food delivery in August, 2014 with the launch of
the UberFRESH service in Santa Monica, California. In 2015, the platform was
renamed to UberEATS, and the ordering software was released as its own
application, separate from their app for Uber rides. At the same time, they expanded
the platform to include Barcelona, Chicago, and New York City. UberEATS
continued to expand throughout the second half of 2015. As of 2018, the service is

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at "...a $6 billion bookings run rate, growing over 200 percent." UberEATS is now
located in 250 cities with over 300 more locations needed to be equal to Uber.

Operation

Users can read the menu, order, and pay for food from participating restaurants using
their device using an application on the iOS or Android platforms or through a web
browser. Users additionally have the option of giving a tip for delivery. The app
detects the user's location and displays restaurants open at the time separately from
those that are closed. Payment is charged to a credit/debit card on file with Uber.
Meals are delivered by couriers using cars, bikes, or on foot. Upon ordering, the
customer is notified of the total price combining delivery fee and meal price.
Customers can track the delivery status after the order is placed. As of August 2018,
Uber Eats changed its flat $4.99 delivery fee rate to varying fee according to the
distances. The fee ranges from $2 to $8 as the minimum and maximum rate varying
according to the distance covered by delivery services.

The platform occasionally features food from local celebrity chefs wishing to
increase their public visibility, including some who do not have physical restaurants.

Depending on the city, people can sign up to deliver food orders for Uber Eats using
their car, bike, scooter, or on foot. Delivery partners earn money for each delivery
trip based on number of trips and the distance between the restaurant and the drop-
off location. In most cities, partners must be 19 years of age or older in order to
participate. Uber drivers who currently provide rides for Uber are also able to sign
up to do delivery.

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Uber is “totally comfortable” with its Uber Eats business becoming larger than its
core ride-sharing business, the company’s chief business officer for international
Brooks Entwistle has told indianexpress.com.

Uber Eats, which already has a $6-billion run rate, is by now in markets like Japan
where the rides business has had issues getting off the blocks because of regulation
or policy hurdles. Incidentally, India is the fastest-growing market for Uber Eats,
registering a 50% month-on-month growth.

“These are both big business and the overall Uber brand benefits from that,”
Entwistle said, adding that how Uber Eats was ahead of the rides business in markets
like Japan and Korea, while in Australia both were growing at a good pace. “We
don’t put a lot of controls on whether these two businesses move in sync. We are
about market places and addressing the needs,” he added.

Calling India, a huge market for Uber Eats, Raj Beri, who heads this business in
APAC, said it’s important to understand that this vertical is just two-and-a-half years
old, but is already in over 190 cities and the biggest food delivery business outside
China. “We have been able to leverage the technology platform from the rides side,”
Beri said, underlining that Asia is the fastest-growing region with six times growth
in the last year.

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“Though we have been there only for 15 months, India is the fastest-growing
country. We have recorded an over 50% m-o-m growth and now covers 28 cities and
12,000 restaurants,” he added.

Uber Eats was launched with Mumbai last May.

Beri said while India already has a few strong players in the food delivery business,
these are still very early days. “In the long run, our advantage will be our technology.
We did grow a rides business from nothing to the great position it is in now,” he
added. Beri said while the app will soon be able to suggest food based on the
customer’s behavior, the restaurants will also get to know more about those
behaviors and expand accordingly.

Entering Tier II and III markets like Indore, Vijayawada and Mysuru has also helped.
“The appreciation for a service like this is much more in those markets,” he said,
adding that this is a global strategy for Uber Eats.

Also, Uber Eats is very keen on using drones for delivering food in the near future.
“We have just announced pilots for drone delivery. It will be a magical experience
to push a button a get your food delivered in 7-8 minutes, and warmed to quality.”

But the new drone policy in India is not open to the use of the technology for delivery
of food or merchandise. Beri said these were very early days and conversations with
regulators will need to take place over time. “But just the promise that we are
investing on something like this is important.”
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“We are creating good economic opportunities for restaurants. We work with a lot
of small and medium sized restaurants that would not have had access to the kind of
demand and marketing insights that we can generate for them,” he said about how
Uber Eats is helping restaurants expand.

Uber’s Q22018 net revenue was $2.7 billion, up 51% from the same quarter last
year, and gross bookings were $12 billion, up 41% year-over-year.

Introduction to the project

India’s food delivery space is at its hottest right now.

Restaurant discovery and food delivery firm Zomato claims to have hit the 21
million monthly order run rate in India in September implying that the firm saw its
highest weekly order volume during the month touch 700,000 orders each day of the
week.

With this, Zomato claims it is the market leader in the food delivery space in India.

“At the beginning of 2018, we were at 3.5 million orders a month. With 21 million
orders per month, as far as we know, we are now the market leader in the food
ordering space in India,” wrote Zomato CEO, Deepinder Goyal in a blog post on
Friday.

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Interestingly, in a blog post in August 2017, Zomato claimed it had reached the 3
million monthly order volume mark.

To be sure, order run rate is not the absolute order volume for the firm. Order run
rate helps project future order volume for the month and is calculated based on one
week’s volume (in this case the highest week during September).

Industry sources, however, peg Zomato’s absolute order volumes at over 14 million
as of September. Swiggy clocks over 20 million monthly orders in absolute terms as
of September, the persons cited above said.

“We were present in 15 cities in India, at the onset of this year; our food delivery
business is now active in 38 cities in India. And at the pace we are going, it’s only a
matter of time before we launch our food delivery business in 100 cities,” wrote
Goyal in the blog post.

While on absolute volumes, Zomato may be trailing Swiggy, its growth in the online
ordering business has been rather strong with the vertical becoming the largest for
the Gurgaon-based firm, now forming 65% of its overall revenues from the 35% it
formed as of January, Goyal wrote.

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About 86% of the orders are now fulfilled by Zomato’s own logistics across its fleet
of 74,000 delivery agents as compared to a 26% self-fulfilled delivery rate as of
January.

Swiggy has a fleet network of over 90,000 delivery agents across India with all
deliveries self-fulfilled for the firm.

Zomato ended FY18 with a 40% growth in revenues at Rs 466 crore even as losses
shrunk by almost 73% at Rs 106 crore as compared to Rs 390 crore last year, ET had
reported in September.

FY19 is, however, expected to see the firm’s losses and expenses rise tremendously
as the food tech industry is engaged in a discount-driven battle between Swiggy,
Zomato, UberEats and Foodpanda to grab larger mind shares and wallet shares of
users.

For Zomato, the growth in its food delivery business is costing the Ant Financial
backed firm a monthly cash burn of over $20 million while rival Swiggy is burning
$16-18 million to stay ahead of the race, ET had reported in July.

For Zomato which has been discounting heavily across markets in Bangalore,
Chennai, Hyderabad as also newer cities it is launching in, revenues from its allied

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businesses such as subscription program Gold and its advertising business have
helped cap a portion of the monthly cash burn.

The deep discounting has led to a spike in the number of new users being added on
the platform monthly to 2.4 million (24,00,000) in September from 0.19 million
(1,97,000) in January.

Zomato Gold is currently available across over 4000 restaurants and has about
500,000 members so far, the firm said.

Zomato claims its gross merchandise volume on an annualized (projected run rate)
basis hit $1 billion in September growing from $210 million as of January with the
firm having increased the number of restaurants on its platform by almost 93% over
the last 9 months to 54,000. About 7,500 of these restaurants are exclusive to
Zomato.

However, it is important to note that the value of the orders across platforms is
significantly different with industry sources pegging Swiggy’s average order value
at about Rs 280-300 while that of Zomato is at about Rs 190-200.

That said, Zomato claims its order value is higher at around Rs 320 due to “a
premium set of users owing to our reviews business and Zomato Gold, which keeps

29
our average order value higher than the competition,” a spokesperson for the firm
said.

The average order value for UberEats and Foodpanda is pegged at between Rs 50-
70, as per sources mentioned above. UberEats clocks about 3.5-4 million orders per
month while FoodPanda clocks 1-1.5 million monthly orders as of August.

Uber have launched its UberEats service in India today, where it will initially be
available in Mumbai.

The company said it plans to expand the reach of UberEats in India to six cities
before the end of the year, but it did not disclose which cities it will hit. Mumbai is
as good a place to start as any, being that it is one of India’s three business hubs and
a city with an estimated population of 20 million people.

“Mumbai is home to a booming food industry with a vibrant food culture offering
both global and local cuisines. The introduction of UberEats in India, with Mumbai
as the first city, is a major step in our global expansion and showcases our
commitment to the region,” Bhavik Rathod, Head of UberEats India, said in a
statement.

This new UberEats launch, which was first teased in January, takes the service in 78
cities across 26 countries worldwide. Eats first began as a pilot project in 2014 in
Los Angeles, initially inside the core Uber app but it later got a standalone app. It

30
entered Asia through a launch in Singapore back in March of last year, and across
the region it is also available in Tokyo, Japan, and Bangkok, Thailand.

India is, of course, a huge global opportunity, and it is one that Uber is more
committed to than ever having exited the Chinese market. India’s online population
is tipped to reach 450 million-465 million people by June 2017, according to a report
co-authored by the Internet and Mobile Association of India, bringing with it the
potential to connect people, be it to taxis, cars, food and more. E-commerce sales
alone, for example, are estimated to reach $48 billion by 2020, analyst firm Forrester
claimed.

UberEats is up against plenty of competition in Mumbai, where the likes of

FoodPanda, Swiggy and Zomato have competed for a number of years. Last month,
Google even ventured into the space with its own service for ordering food or home
services. Ola, Uber’s on-demand ride rival in India, also dabbled in food, but its
program was closed down last year after less than 12 months of operations.

Uber isn’t saying too much about how it plans to tackle its rivals. In other cities, it
has put a heavy focus on curating its list of restaurants — others, like FoodPanda,
operate as a more volume-focused marketplace — and it is of course sure to lean on
its ride-sharing business, which is battling hard with Ola.

While there are no clear metrics that show which company is ahead of the other, Ola
has been consistently linked with a new round of funding that would reduce its

31
valuation. The firm reportedly raised $250 million in fresh capital at a $3 billion
valuation, according to the Economic Times reported, which would be down from a
$5 billion valuation in 2015. That down round may be a reflection of the challenge
of growing a tech business beyond tier-one and -two cities in India and into rural
areas, but another aspect could be the consistent challenge that Uber is bringing.

Uber has thrown more focus on Eats lately, beyond its ongoing global expansion.
Recent updates added tailored recommendations, customizable drop-off directions
for drivers and new filtering options, while it also introduced a restaurant
management service that helps restaurant partners get actionable insight through
data.

32
Chapter 2

Objectives of the study

 To maximize the revenue through the food delivery in India

 To know whether it can penetrate in a highly competitive market
 To understand the business model of Uber Eats

The Business model of UberEATS

The business model of Uber eats is similar to that of Uber:

Front Stakeholders of Uber Eats:

 Customers who orders for food

 Individuals owning Vehicles
 Eatery Owners

Unique Selling Point of Uber Eats:

Uber Eats allowed any individual who owned a vehicle and the others who
owned an eatery to register with it by providing an Android and iOS
application, thereby setting up a crew of service providers

Revenue Model for Uber Eats:

 Commissions from the Eatery owners per order.

33
  Cancellations charges from whichever stakeholder cancels the placed order.

Marketing Strategy of Uber Eats:

 Promo codes
 Social Media Marketing
 SMS and Email Marketing
 Referral Model

Factors increasing the money received through orders:

 UberEATS has gone with a unique model of no minimum delivery, but they
charge a standard delivery fee around $3. This is very different from the usual
approach of delivery players like food panda, deliveroo, GrubHub etc. who
would have a minimum order for free delivery. This stops people with low
order value to order hence restricting their order volume. On the other hand,
uberEATS has superior technology that helps bundle orders to make sure they
don't lose money by delivering small orders.
 High returning user, after they get the first order free (say through the discount
code eats-rf8od), the ease of getting fresh food so fast keeps them coming
back for more and recommend to friends.
 Last but not least the speed at which they can add a restaurant is unparalleled.
I once consulted with a leading food delivery company that said they can add
a new restaurant within 7 days and a new metro area within 14 days.

While one unique factor could be sufficient to give your startup a good head start as
Peter thiel describes in Zero-to One to build and maintain a monopoly you must
create a whole lot of factors that are adding unique value to the user.

34
So next time you go hungry and want to order something, whether it's a snack or a
full course meal get your free first order from uberEATS with the promo code: eats-
rf8od

Chapter 3

Literature Review

Jyotishman Das (Balaji Institute of Telecom and Management, Pune, India) added
that, the mobile application era has thrown open a new pathway for today’s
marketing. The mobile application has made all traditional modes of business
outdated and generated amazing new possibilities in business. Mobile application is
a combination of marketing acumen and technology – uses the Internet as a medium
to advertise and sell services and goods. Today, more people are getting connected
through mobile application and they are ready to trade through it. It also affects the
operation of companies and organizations. Companies have changed their traditional
business strategies into online marketing to suit customer needs and taste at any time.
This research paper aims to discuss the consumer’s perception towards the online
food ordering and delivery services in Pune. The survey was conducted for a
purposeful analysis of the study on around 153 respondents. The research is focused
on the study and analysis of data collected from all those users who are already using
the online food delivery services. The purpose is to know what the influencing
factors are, their perceptions, needs, positioning of various attributes of different
online portals in their mind and overall satisfaction towards online food delivery
services. To achieve the objective, data from different areas of Pune have been

35
collected and visited restaurants to know their point of view. Four parameters are
taken under consideration for analysis using positioning study (perceptual mapping).

Dr. Neha Parashar1 Ms. Sakina Ghadiyali added that, Services are intangible
products where in there cannot be any transfer of possession or ownership, and they
cannot be sold but come into existence at the time they are consumed or bought.
Services cannot be stored or transported. Eg: accounting, banking, cleaning,
consultancy, education, etc.

Digital services on the other hand are services that are anything that can be delivered
through an information infrastructure such as the internet, in various forms i.e.
applications, web pages, social media, etc. In the paper the major focus will be on
the various apps that are available either by 3rd party for delivery purpose or by
restaurants themselves for various purposes like delivery, pointing system, in house
app ordering, etc.

Consumer behavior is the study of how individual customers, groups or

organizations select, buy, use, and dispose ideas, goods, and services to satisfy their
needs and wants. It refers to the actions of the consumers in the marketplace and the
underlying motives for those actions.

From this research paper we would understand the shift of consumer’s behaviors
with the introduction of technology and what are the different kinds of applications

36
that consumers are satisfied with and what makes them happy and satisfied about
the service.

The main objective of the paper is to understand the relation between facilities and
the purchase behavior. Secondly to find the most popular app in the food delivery
industry and understand as to how have technology played an important role in the
restaurant industry.

Rashmi (Research Scholar, Dept. Of Management, M.D. University, Rohtak,

Haryana) added that, according to National Restaurant Association of India (NRAI),
‘the restaurant industry is expected to contribute about 2.1 percent to the total GDP
of India by 2021. With emergence of technology the online food ordering & delivery
marketplace has been a promising business idea from the start. However, the sector
hasn’t received the attention it deserves from aspiring entrepreneurs. As a result,
many parts of it remain unexplored. If we compare travel industry for instance,
where the online penetration is 40%, for food delivery industry, it sits only at 5%.
So, there is huge potential to be tapped. This research paper is a secondary data based
conceptual study. This conceptual paper presents the swot analysis of online food
ordering & delivery business, to make aspiring entrepreneurs aware of the potential
in.

Anh Kim Dang, Bach Xuan Tran, Cuong Tat Nguyen, and Roger C.M. Ho,
added that, study aimed to examine: (1) how the Internet has changed consumers
food-buying behavior and identify its associated factors; (2) consumers’ concern
about food safety information of online food products. A cross-sectional study was
37
performed from October to December 2015 in Hanoi—a Vietnamese epicenter of
food service. One thousand seven hundred and thirty-six (1736) customers were
randomly chosen from food establishments of 176 communes. Data were collected
through face-to-face interviews using structured questionnaires. Most participants
reported using the Internet to search for food products (81.3%). The most crucial
factors influencing food purchases through the Internet were convenience (69.1%)
and price (59.3%). Only one-third of participants selected products based on
accurate evidence about food safety certification or food origin. Most participants
were concerned about the expiration date (51.6%), while brand (9.8%) and food
licensing information (11.3%) were often neglected. People who were:(1) female,
(2) highly influenced by online relationships, and (3) having difficulty in doing
usual activities were more likely to look for online food products. These findings
produce practical advice to consumers when purchasing their desired food products
on the Internet, to online food retailers and to the Government of Vietnam to
implement appropriate legislation regarding trading online food products.

38
Chapter 4

Research Methodology

 Survey

A Survey is defined as a research method used for collecting data from a pre-defined
group of respondents to gain information and insights on various topics of interest.
Surveys have a variety of purposes and can be carried out in many ways depending
on the methodology chosen and the objectives to be achieved.

The data is usually obtained through the use of standardized procedures whose
purpose is to ensure that each respondent is able to answer the questions at a level
playing field to avoid biased opinions that could influence the outcome of the
research or study. A survey involves asking people for information through a
questionnaire, which can be distributed on paper, although with the arrival of new
technologies it is more common to distribute them using digital media such as social
networks, email, QR codes or URLs.

 Descriptive Research

Descriptive research can be explained as a statement of affairs as they are at present

with the researcher having no control over variable. Moreover, “descriptive studies
may be characterised as simply the attempt to determine, describe or identify what
is, while analytical research attempts to establish why it is that way or how it came
to be”.

39
Descriptive research is “aimed at casting light on current issues or problems through
a process of data collection that enables them to describe the situation more
completely than was possible without employing this method.”

Source of Data Collection:

 Through Questionnaire: Questionnaire is a written set of questions, the

answers to which are recorded by the respondents.
 Through Personal Interaction: In personal interaction an interviewer asks
questions in a face to face conversation to the other person.

Chapter 5

Analysis and Findings

Q.1 Gender

48 Female
53 Male

The study was conducted on a sample size of 101 respondents. The sample split
clearly shows that the usage of online food delivery platforms is on the rise among
both women and men. Where there are 53% males the number of women
respondents have been on the increase with 48%. This indicates that women no
longer are aloof from technology. And this shift is beneficial for the growth of the
online food delivery industry in India.

40
Q.2 Age

Below 18
years
6% 19-23
Above 35 21%
17%
19-23
24-28
29-33
Above 35
29-33 24-28
28% Below 18 years
28%

India is young population; it is said that in order to be successful in India you have
the capture the minds of the people in the age group of 21-35. That’s exactly what
the survey indicates. The online food delivery business is a boom in India because
it has successfully captured the minds of the people in the age group of 21-35.
Where the highest number of respondents are in the age group of 24-28 and 29-33,
both 28% each, followed by 21% in the age group of 19-23. The least is in the age
group of below 18 accounting for only 6% as their choices are still guided by their
parents or guardians.

41
Q.3 Profession

Student
19%
Self Employed Business Business
11% 12%
Homemaker
13% Homemaker

Private/ Public sector

Employee
Professional/ Freelancer

Self Employed

Student
Professional/ Private/ Public
Freelancer sector Employee
16% 29%

Around 2/3rd of Indian population is termed as the service class or the population
that thrives on monthly fixed income known as salary. There are 29% of the
respondents that are from Private/Public sector. Followed by 19% which are
students, they can be your loyal and long lasting customers. 16% are professionals
that have a large sum to spend on various items. Homemaker’s contribute to 13%
whereas Business and Self- employed are around 12%. The main focus of Uber Eats
should be o penetrate into the business class to earn more significant revenue from
them.

42
Q.4 Do you think online food delivery platforms would work in India?

No
7%

No
Yes Yes
93%

The survey has been quite optimistic about the success rate of the online food
delivery platforms in the Indian Sub-Continent. With 93% of the respondents being
optimistic about the success and survival of the Online food delivery platforms India
is a bright market for the online players. However, 7% are still in dilemma whether
the online system would work or no.

Q.5 If yes, what could be one of the reason?

43
 Convenience

Convenience, Door Step Delivery

8 4 5

Convenience, Door Step Delivery, Ease of

17 Payment

27 Convenience, Door Step Delivery, Ease of

Payment, Variety of options available
Convenience, Door Step Delivery, Variety
of options available
Convenience, Ease of Payment
13
Convenience, Ease of Payment, Variety of
options available
10 Door Step Delivery
12
1 1 3
Door Step Delivery, Ease of Payment

Door Step Delivery, Ease of Payment,

Variety of options available

Majority of the emphasis is given on Door step delivery and ease of payment. As
after a hectic day most anyone would want their food to be delivered to their home,
hence cashing in on this need the online food delivery giants have captured the mind
of the customers quite effectively.

44
Q.6 If no, what could be one of the reason?

Delivery time taken

10
20 2
Delivery time taken, Quantity and
5 Packaging of food

Delivery time taken, Trust on the

delivery agent
5
11 37
Delivery time taken, Trust on the
4 delivery agent, Quantity and Packaging
of food
7
Quality of Food
3
6

Majority of the emphasis is placed on the Delivery time taken and Trust on the
delivery agent. After the Zomato scandal that rocked the online food delivery
business, customers have become more conscious about the conduct of the delivery
executives. The players have to take extra care that the conduct of their delivery
executive is the best to maintain the reputation in the market.

Q.7 Which of the mentioned Online Food Delivery platforms have you heard
of?

4 1 2 1 8 Zomato, Foodpanda, Uber Eats,

Faaso's
21 Zomato, Swiggy
26
Zomato, Swiggy, Foodpanda, Uber
Eats
Zomato, Swiggy, Foodpanda, Uber
Eats, Faaso's
10 Zomato, Swiggy, Foodpanda, Uber
Eats, Faaso's, Others
2
11 Zomato, Swiggy, Foodpanda, Uber
24 Eats, Others

45
Swiggy and Zomato being the market leaders are quite popular in this business
followed by Foodpanda and Uber Eats. In order to compete with these players uber
eats has to increase the restaurant partners and also focus more on the tier 2 and tier
3 cities.

Q.8 Can a cab aggregator (cab company) succeed in Online food delivery
platform?

No
17%

No
Yes

Yes
83%

About 83% respondents feel that diversification of the business is the need of the
hour. Diversification brings more revenue to the organization as it enters into the
untapped markets and brings a whole lot of new customer base under its belt. Also
it is advisable not to keep all your eggs in one basket. Hence investing in multiple
businesses can fetch you more business as well as a command in the market.

Q.9 Do you prefer Uber Eats to order food?

No
21%

No
Yes

Yes
79%

46
Uber eats which launched around two and half years ago has met with a great
positive response from the Indian masses. It is predominantly due to the offers and
the seamless user interface. About 79% of the respondents preferred uber eats to
order their meals while 21% still do not prefer uber eats to order and use swiggy or
zomato for their ordering of meals.

Q.10 How often do you order from Uber Eats?

Daily
2 2
Once in 15 days
27

Once in 15 days, Once in a

month
47
Once in a month

22 Once in a week
1
Once in a week, Once in
15 days

The most frequent ordering made by the users is once in 15 days and only 1% of the
respondents ordered daily. In order to gain the market, share it needs to put in efforts
to reduce the time gap between ordering of meals from once In 15 days to
somewhere around once in 10 days, it will not only help uber eats to gain business
but also effectively fight against the growing influence and market share of the
rivals.

47
Q.11 If yes, what could be one of the reason?

21 6 2
3 16
11
12

20
9
1
13 12
2

A combination of seamless user interface and offers and discounts form the pillars
on which uber eats is thriving in the Indian market. Customers are lured towards the
offers and that becomes a key driving force for them to order on any online food
delivery app.

Q.12 If no, what could be one of the reason?

5 1 2 Delivery Time
20 2
3
2

7 18 Delivery Time, Excess charges and

taxes

Delivery Time, Limited Choices

available
10
2
Delivery Time, Limited Choices
4
available, Unreliable live order tracking
25

About 25% of the respondents feel that long delivery time and limited choices on
the platform are a hindrance for them while placing the order. Uber eats in order to
tackle this situation have to onboard more delivery executives and also bring in
more restaurant partners under their belt to gain market share in the lucrative Indian
market. Explicitly 18% of the respondents have issues regarding the delivery time

48
alone, it needs to be quickly sorted out to gain more business from the resources
employed.

Q.13 How has your experience with Uber Eats?

Dissatisfied
1
12
12 Extremely
Dissatisifed
76 Extremely Satisfied

Satisfied

About a majority of the respondents are satisfied with the current service offerings
of the platform. About 76% of the respondents seem to be contended with the user
experience they’re having with Uber eats. However, 12% of the respondents are
dissatisfied which is an alarming situation as these can be negative influencers
which can dent the success run of the online platform.

Chapter 6

Corporate Social Responsibility

It has been just over a year since UberEats arrived in Melbourne and now the food
delivery service wants to give something back.

49
For every new customer who signs up before May 18, the company will donate $10
to the Feed Melbourne Appeal.

“As a token of our appreciation for the huge welcome and support Melbourne has
given us over the past year, we’re working with Feed Melbourne to give back to our
local community,” UberEats Melbourne general manager Jodie Auster said.

“With nearly 90,000 people going hungry in Melbourne every month, we’re hoping
to raise $50,000 to help Feed Melbourne provide meals for those that cannot afford
to eat.”

In April last year Melbourne became the third city outside the US to get UberEats,
following Toronto and Paris.

It expanded has since into Sydney, Brisbane, Perth and Adelaide.

Ms. Auster urged new customers to use the promo code ‘FEEDMEL’ when signing
up, to support the Feed Melbourne Appeal.

The appeal was started by Leader Community News and food charity FareShare,
and strives to help Victorian charities boost their capacity and collect more food to
help people in need.

50
Food banks and community meals programs can apply for grants of up to $15,000
to help them improve their storage or kitchens and make the most of rescued food.

Charities can also apply for food, as well as equipment, to help them meet the
growing demand for their services.

Donations of $2 and over are tax deductible and every dollar raised by the appeal
goes to charities helping people in need.

Two thirds of the amount raised is granted to suburban and regional food charities,
while FareShare receives the remaining third.

This year Newman’s Own Foundation, started by the late Hollywood star Paul
Newman, is supporting the appeal.

And at Woolworths stores, customers will be invited to add a $2 Feed Melbourne

raffle ticket to their shopping, with $20,000 worth of groceries to be won.

Chapter 7

Recommendations

 Uber Eats should spread its operation on a large scale in tier II and tier III
cities, as there is a huge untapped market at disposal and as their eating habits
are changing due to the influence of the metro cities uber eats should not miss
out on this opportunity.

51
  They should devise a lucrative plan to onboard more and more restaurant
partners to capture the market.
 Using different avenues to market their offerings E.g. OOH and social media
marketing used by Zomato.
 Upgrading their user interface so that the live order tracking can be more
efficient than it is currently. Live order tracking is one of the reasons that
would determine whether the customer would re-order or no (A study done
by University of Marseille)
 An elite program based on the similar lines of Zomato Gold should be started
by Uber Eats to enhance and develop the loyalty among the users and it also
helps n brand recall and recognition by the users.
 Uber Eats should come with Cashback or offers even on Cash on Delivery
option of payment. It will enhance the trust on the service of the platform and
the loyalty will increase manifold.

Conclusion

The study aims at whether is it feasible for a cab aggregator to enter into online food
delivery business in the Indian Sub-Continent. As India is lucrative market due to
its young population and increased purchasing power, hence any business if done
efficiently and effectively can succeed in the country.

 The target of Uber Eats should be homemakers as in India decisions

pertaining to meals is predominantly taken by the females in the house. So if
they are in line with your vision and mission then the venture is surely to
succeed.
 As explained above it should focus more on improving and reducing the time
gap for each delivery and also place immense focus on the live order tracking
for the meals ordered by the users.
52
  The findings of the study show us that in spite of extra taxes and fees levied
by uber eats customers are using the services due to hassle free and lucid user
interface which is the lacking feature in the market leaders Swiggy and
Zomato.
 The findings also suggest that due to a change in the working pattern of the
salaried class there is increased dependence on the online food delivery
platforms for ordering their meals. Uber Eats should cash in on this habit of
the salaried class as it forms a major proportion of the Indian population.
 The study also suggests that convenience of payment is seen by the customers
as an important factor for ordering meals. Uber Eats should tie- up with the
E-Wallets such as PayTm, Amazon Pay, Google Pay, Freecharge, etc. for
exclusive offers on payments on Uber Eats.

Annexures

Questionnaire:

Online Food Delivery Platforms - Will they work in India

Q.1 Name: __________________________

Q.2 Gender:

o Male
o Female

Q.3 Age:

53
 o Below 18 years
o 19-23
o 24-28
o 29-33
o Above 35

Q.4 Profession:

o Self Employed
o Private/ Public sector Employee
o Student
o Homemaker
o Business
o Professional/ Freelancer
o Other

Q.5 Do you think Online Food Delivery Platforms would work in India?

o Yes
o No

Q.6 If yes, what could be one of the reason?

o Convenience
o Door Step Delivery
o Ease of Payment
o Variety of options available

Q.7 If no, what could be one of the reason?

o Quality of Food
o Delivery time taken

54
 o Trust on the delivery agent
o Quantity and Packaging of food

Q.8 Which of the below mentioned Online Food Delivery platforms have you
heard of

o Zomato
o Swiggy
o Foodpanda
o Uber Eats
o TastyKhana
o Faaso's
o Others

Q.9 Can a cab Aggregator succeed in Online Food Delivery Platform?

o Yes
o No

Q.10 Do you prefer Uber Eats to order Food?

o Yes
o No

Q.11 How often do you order from Uber Eats?

o Daily
o Once in a week
o Once in 15 days
o Once in a month

Q.12 If yes, what could be one of the reason?

55
 o Seamless user interface
o Offers and Discounts provided
o Delivery time taken to deliver food
o Quality and Packaging of the food
o Variety of choices available

Q.13 If no, what could be one of the reason?

o Delivery Time
o Limited Choices available
o Unreliable live order tracking
o Excess charges and taxes

Q.14 How has your experience with Uber Eats

o Extremely Satisfied
o Satisfied
o Dissatisfied
o Extremely Dissatisfied

Any suggestion for Uber Eats that'll help the platform to serve you better in
the future

_________________________

Bibliography

 www.techcrunch.com

56
 www.financialexpress.com
 www.economictimes.com
 www.statista.com (Report on online food industry in India)
 https:// about.ubereats.com
 Uber eats Mobile application

57