Summer Training Report

On
“Competitive Analysis of Online Delivery App-
Swiggy And it’s Competitors”
Completed in Swiggy
Submitted in Partial fulfillment of the
Requirement of
Masters of Business Administration

Corporate Mentor: Submitted By:

Name: Arun K. Sharma Name: Karan Wasan
Designation: Marketing Manager Enr No: 04461203918
Organization: Bundl Technologies (Swiggy) Batch: 2018-2020

Submitted To:
Banarsidas Chandiwala Institute of Professional Studies
(Affiliated to Guru Gobind Singh Indraprastha University)

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2|Page
 Bonafide Certificate

This is to certify that as per best of my belief the project entitled “Market Research on Online
Food App Swiggy” is the bonafide research work carried out by Karan Wasan student of MBA,
BCIPS, Dwarka, New Delhi during June/July 2019, in partial fulfillment of the requirements for
the Summer Training Project of the Degree of Master of Business Administration.
He has worked under my guidance.

Name
Dr. Rekha Dahiya

Date:

Counter signed by

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 Declaration

I hereby declare that this Summer Training Project Report titled Market Research on Online Food
App Swiggy submitted by me to Banarsidas Chandiwala Institute of Professional Studies, Dwarka
is a bonafide work undertaken during the period from 5 June 2019 to July 2019 by me and has not
been submitted to any other University or Institution for the award of any degree diploma /
certificate or published any time before.

(Signature of the Student) Date: / / 2019

Name: Karan Wasan
Enroll. No.: 04461203918

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 ACKNOWLEDGEMENT

I offer my sincere thanks and humble regards to Banarsidas Chandiwala Institute of Professional
Studies, GGSIP University, New Delhi for imparting me valuable professional training in MBA.

I pay my gratitude and sincere regards to Dr.Rekha Dahiya, my project Guide for giving me the
cream of his knowledge. I am thankful to him as he has been a constant source of advice,
motivation and inspiration. I am also thankful to him for giving his suggestions and encouragement
throughout the project work.

I take the opportunity to express my gratitude and thanks to our computer Lab staff and library
staff for providing me opportunity to utilize their resources for the completion of the project.

I am also thankful to my project mentor for constantly motivating me to complete the project
and providing me an environment which enhanced my knowledge.

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 TABLE OF CONTENTS

Executive Summary 8

CHAPTER 1 9-12
1.1 Introduction of the sector 10
1.1.2 Driving Factors 10
1.1.3 Future of Business 11
1.1.4 Major Players 11
1.1.5 Benefits 11
1.1.6 Marketing Strategies 11
1.2 SWOT Analysis 12
CHAPTER 2 13-19
2.1 Introduction about the company 14
2.1.1 Features of App 15
2.2 Competitors 16
2.2.1 Summary of all competitors 17-19
CHAPTER 3 20-21
3 OBJECTIVES 21
CHAPTER 4 22-31
4 Literature Review 23-24
4.1 Market Research 25-26
4.1.1Market Research Procedure 26-28
4.1.2 Simple Random Sampling 28-29
4.1.3 Questionnaire Design 30-31

CHAPTER 5 32-34
5 Research Methodology 33-34

CHAPTER 6 35-41
6.Findings 35-41
CHAPTER 7 42-43
7. Conclusion 42-43

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 Bibliography 44

Questionnaire 45-47

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 Executive Summary

Initially in 2014, the temporary position was pointed towards the dispatch of the Bangalore's
freshest online Nourishment Requesting Application, SWIGGY. The fundamental destinations of
this entry level position were-

• Identifying the Intended interest group.

• Where to discover the Intended interest group.

• How to contact them in the best way.

Everyone was given 3 regions to work upon and understanding the purchaser conduct and
sustenance requesting examples of people. The temporary job likewise goes for increasing
exhaustive comprehension of Swiggy item separation from contenders and energizing elements in
the Swiggy Application.
The underlying period of temporary job manages the planning of poll for the center gatherings and
afterward connecting with them and making them go through various researches and studies. The
following stage included contender’s examination of the organization and their different promoting
systems and SWOT investigation initially.

Study was readied in view of specific parameters, for example,

• Age bunch
• Preferred mode of ordering food.
• Frequency of requesting nourishment
• Average sum spends per meal.
• App preferred for ordering food.
• Meal people like to order

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 CHAPTER 1
INTRODUCTION

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 1. Introduction

1.1 Introduction about the sector

Food delivery market in India worth over 12.5 billion, online food delivery is paying more than 7% to
this market. More than 50,000 restaurants in India provides home delivery, shows a very high potential
and unused market in online food delivery space.

Players in the industry approximately classified into three categories.

Fully integrated: Those who process food and delivers (Dominos, McDonald's etc).

Delivery as a Service.

Aggregators: Provides a platform for customers where they could learn restaurants, navigate through
menus of different cuisines, and select the food. Delivery made by the restaurant. In short, aggregates
information about food for customers and function as an order making channel for restaurants. (uber eat,
Zomato, Food Panda etc.)

Reasons for growth in online food delivery industry:

Increase in disposable revenue and deeper internet use of customers (web/mobile).

Restaurants tying up with online food delivery platforms claim to get a profit
margin of more than 2 to 3% than dine-ins.

These days’ persons are prone to placing food orders online and capitalizing this trend a lot of restaurants
are yielding good returns by registering themselves on online ordering sites like Swiggy, uber Eat,
Zomato and many local ordering websites are also following suit.

1.1.2 Driving factors

Greater awareness and disposable income along with deeper Internet penetration, availability of
more payment options like card payment, Paytm, online payments, long working hours and erratic
lifestyle are contributing online food ordering business. At the same time, with more and more people
wanting healthy food, or food similar to home cooked meals that too easy on the pockets is foremost to
the rise of online food business of the country.

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 1.1.3 Future of the Business

As per the business specialists, the overall food delivery business is more than USD 7 billion to which
online food ordering pays 5-7 percent and is rising 40 percent per year than dine in culture. The margin
is, however, two to three percent higher in deliveries. According to Ritesh Dwivedy, MD and CEO, Just
Eat, “The future seems bright for the online food business in India, as we are trying to catch up with
developed markets where 30percent of delivery takes place through online channels.”

1.1.4 Major Players

Online food ordering is at an inspiring phase now. Many local and national players are joining the space.
In fact, the foreign brand Just Eat has also tied up with the Bangalore based Hungry Zone. Food panda
which started its business from Delhi-NCR is the major player in the segment followed by Just
Eat and Tasty Khana, a Pune inventiveness. Besides, Delivery Chef, Big Bite, Swiggy and Zomato are
the emerging players in the online food delivery market which is estimated to grow at 40 percent yearly.

1.1.5 Benefits

Placing food orders online benefits consumers, restaurants and the food delivery players. For customers,
it is not only an easy and suitable tool but it is also a great platform to avail good discounts.

1.1.6 Marketing strategy

Online food delivery stages largely try to be present in all the channels that drive awareness.

For example, newspapers, television, hoardings and billboards to the social networking sites like
Facebook and Twitter, they advertise in all.

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1.2 SWOT Analysis

Strength Weakness
 Brand Equity  Application related issues
 SLA (quick delivery)  Focuses on bulk hiring
 Trained fleet  Poor counter policies
 Sources of funding  No minimum order
 Quality management  Cost inefficiency

Opportunities Threat
 Emerging in new markets with  Only national presence
new businesses  Rivalry policies and strategies
 Pioneer in Indian online food  Increase in health
delivery consciousness in the customer
 Large customer base

Expansion
Swiggy will leverage its existing reach and scale (sales team of over 300 people, 5000 odd advertisers) to
fast track its growth in this space. Setting ambitious targets, Swiggy claims to bring over 10,000
restaurants in its food ordering network in the next three months and also start processing over 40,000
orders a day in the near term. And why not? “Given that we have over 400,000 people who visit
our India section every day, this shouldn’t be too hard,”

“We will invest $50 million in the business in India over the next year or so,” he continues. “This
will be our fastest ramp up for any business in any geography ever.”
Swiggy plans to make money from this new service via a cut of each order, but the exact size of its fee
will be based on feedback from customers directly. In the case of a five-star rating, Swiggy will take a 7.5
percent commission fee. But that cut will rise to a maximum of 15 percent for the lowest customer
feedback. Thus, the best experience and value for customers will be the key focus.
“We will own the customer experience on the tech end, as the platform, the delivery and logistics
will be owned by the restaurants.”

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 CHAPTER 2
INTRODUCTION ABOUT THE COMPANY

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2.1 Introduction about the company

Swiggy is food ordering and delivering company based in Bangalore. It provides a single window
for ordering from a wide range of restaurants and have their own exclusive fleet of delivery
personnel pick up orders from restaurants and deliver it to customers. It is a complete food ordering
and delivery solution that connects neighborhood restaurants with urban foodies.
Founded in 2014, swiggy started small, delivering food to a few neighborhoods in Bengaluru,
India. As the company grew, the team wanted a mapping technology that could help expand the
service throughout India. Swiggy needed a scalable mapping platform that covered a wide
geographic area and offered tools to help the company to build an efficient mobile app and website
for customers and delivery staff.
Swiggy is a leading food ordering and delivery startup in India. The company started operations
in 2014 and is headquartered in Bengaluru. Swiggy works by acting as a bridge between customers
and restaurants. It utilizes an innovative technology platform that allows customers to order food
from nearby restaurants and get it delivered at their doorstep. With Swiggy, customers do not have
to keep the contact numbers of various restaurants and eateries in their locality. Swiggy works as
a single point of contact for ordering food from all restaurants that may be there at a particular
location. Swiggy has its own team of delivery professionals who pickup orders from restaurants
and deliver it at the customer's doorstep. This has made the task of ordering food a lot easier for
customers. Restaurants also gain by getting more orders and avoiding costs and efforts associated
with maintaining their own delivery personnel.

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2.1.1 Features of the app
• Detects location of app user automatically.

• User can choose from more than 4000 restaurants.

• Saves the order history and addresses.

• Customer support team with strength of more than 100.

• The Swiggy is a location-based app that lets you order your food from a range
of restaurants anywhere in available cities, right from your mobile phone.

• The app does almost everything for you. It’s simple and friendly UI and is constantly
updated by their team for menus and prices, making it easy, convenient and reliable to use.
When you start the app, it detects the location and gives you a list of the nearby restaurants.

Online Services

I. Swiggy for Business

A subscription-based model wherein merchants have access to their listings. This allows them
to share daily discounts, promos or special menus, increasing their interaction with consumers
on a real-time basis
III. Online Ordering Service

Launched in Delhi, Bangalore and Mumbai in mid-April, soon to be launched Pan-India.

Currently with 2000 restaurant.
Partners, Zomato aims to partner with 10000 restaurants across India.

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2.2 Competitors

There are more than 20 Indian start-ups in online food delivery space. Swiggy faces
tough competition from uber eats, Zomato, a prominent online food delivery start-up based in
Hyderabad is assumed to be a competitor of Swiggy for its expansion in Hyderabad.
Uber Eats and Zomato have got more money compared to Swiggy.
Customer reviews states that Swiggy app is sleeker and hassle free compared to other apps of
same kind.
Swiggy focusses on data and service more, whereas other players like Uber Eats focusses more
on offers.
Unlike other apps, Swiggy is not flooding the email ids of customers with spam messages.

More options of food and restaurants available in Swiggy app, compared to competitors.

2.2.1 Competitors Analysis

There are many players in the online food delivery industry. In concern with Swiggy which an
aggregator is we have taken four of our core competitors as an aggregator which are.
 Zomato
 Uber Eats
 Food panda

ZOMATO
Zomato is a fastest growing restaurant discovery website, established in 2008 by Deepinder Goyal
and Pankaj Chadha. Initially, it was named as Foodiebay 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.
Between 2010-13, Zomato raised approximately US$16.7 million from Info Edge India, giving
them a 57.9% stake in Zomato. In November 2013, it raised an additional US$37 million from
Sequoia Capital and Info Edge India.

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In November 2014, Zomato completed another round of funding of US$60 million at a post-
money valuation of ~US$660 million. This round of funding was being led jointly by Info Edge
India and Vy Capital, with participation from Sequoia Capital.
In April 2015, Info Edge India, Vy Capital and Sequoia Capital led another round of funding for
US$50 million. This was followed by another US$60 million funding led by Temasek, a Singapore
government-owned investment company, along with Vy Capital in September.
In October 2018, Zomato raised $210 million from Alibaba's payment affiliate Ant Financial. Ant
Financial received an ownership stake of over 10% of the company as part of the round, which
valued Zomato at around $2 billion. Zomato had also raised an additional $150 million also from
Ant Financial earlier in 2018.

SWOT ANALYSIS (Zomato)

Strength
 First mover advantage
 Fast expansion
 Number of users
 International presence
 Brand Equity
Weakness
 Application security issues
 Poor Marketing strategies.
 Poor Fleet training
 Dish database

Opportunities Threat
 Online Market
 Emerging Markets  Intense competition
 New Services  GP can affect business model
 New Technology  Flaws in application
 New Markets
 International Expansion

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 Uber Eats
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)
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.

SWOT ANALYSIS (Uber Eats)

Strength
 Brand association
 Marketing strategies
 International presence
 Source of funding
Weakness
 Poor SLA
 Poor training for fleet
 Poor market audit
 Inefficient policies

Opportunities Threat
 Effective business  Substitution options
model  Discount and offers strategies of
 New Emerging Market rivalries
 Vast User base  Flaws in application

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Analysis Grid
PARTICULARS SWIGGY ZOMATO UBER EATS
LATELY  Swiggy raises $1  Zomato raised  Uber is allocated
FUNDING billion in funding $410 Mn in to invest $200
from Naspers in 2018. million into its food
December 2018.  The latest delivery business, Uber
funding round Eats, here in India, by
will reportedly May, 2018
be at a
premium to the
last round

CURRENT  Swiggy makes  Paytm Partners  Uber Eats ties up with

FEED first acqui-hire with Zomato to Tata AIG to offer
of the year with Add Food insurance to delivery
AI start-up Ordering to Its fleet
Kint.io App

UPCOMING  Swiggy DASH,  Zomato in talks to  Uber Eats and

PROJECTS beyond online sell UAE biz to Café Coffee Day
food delivery. German co for $200m enter strategic
which would partnership to
deliver medicines launch a multi-
and hyperlocal
brand chain of
groceries
virtual
restaurants in
India

PURPOSE Biggest focus: “never Zomato “the ultimate “Get the food you want,
let our customers stay destination for all from the Tampa
hungry; Hunger things food” restaurants you love, at
saviour” uber speed.”

PRINCIPLE Online & Mobile Online and mobile “make your selection,
PRODUCT platform - Open market platform for discovery and watch in real time as
place that enables of restaurants, table we deliver your combo
online ordering from bookings, home directly to your
nearby restaurants & delivery and doorstep”
picks up and delivers payments.

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 MARKETING online ads, logos and online marketing, online marketing, ads
CAMPAIGNS stickering restaurants, stickering at through uber app, tv ads,
sponsorships, restaurants, ads
organizing events,
proms distributions, tv
ads, pop ups

CHAPTER 3

OBJECTIVES OF THE RESEARCH

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3. Objectives of the Study

∙To analyze the Technological competitive edge between Swiggy and it’s competitors.

∙To study the Challenges faced by Swiggy and others.

∙To understand the consumer preference towards online food delivery services.

∙To analyze the Service competitive edge between Swiggyand it’s competitors.

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 CHAPTER 4

LITERATURE REVIEW

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4. Literature Review

Dr. Somnath, N. Joseph (2017), “A STUDY TOWARDS FOOD 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.

Abbas Ali, Harsha Bhutiya, Nishant Asawthi M. Khan (2016), “Study of Aggregator Food Delivery
Services in India”, This paper outlines the business model of the top four food aggregator
services in India as a case study analyzing the initial phases of startups in a growing market. These
aggregator services run into an initial loss due to focus on customer acquisition, growth and changing the
ecosystem of the market. However, with heavy support from VC’s and investors, these startups
can suspend focus on profit building. With a funding freeze in India, it is important for the business
model to be sustainable to receive more rounds of funding. This requires optimization of the entire
process, which involves decreasing cash burn and increasing the economic outlook of sales. Four
distinct models: Swiggy, Zomato Delivery, Food Panda, and TinyOwl are compared in the study to
determine correlations between success of the growth model and how the company operates. A combined
result of a SWOT analysis along with a comparative analysis of models found that there are a few
bottlenecks to early food aggregator services.

Scalability: Capital heavy models with high customer acquisition costs are unsustainable.
Innovation: Lower profit margins necessitate the need for innovative product strategy that helps
cut costs and build customer bases.
Cash-burn: Investor pressure to achieve growth causes startups to start cycles of cash-burn
through over-hire and heavy discounting.

The TinyOwl model was prey to all three of the bottlenecks mentioned above, causing heavy cash-burn
rate, ultimately scaling down of the business to just two cities in India. These errors are common to a lot
of other spaces (including grocery delivery) in India (and abroad), and this paper manages to isolate the
root causes for the same.

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 Riya, Shashank, Priya, M. Shankar, Madhu Rana (2 February, 2013), “Automated Food Ordering
System” In this paper, The author present an automated food ordering system with-real time
customer feedback (AOS-RTF).This system is convenient, effective and easy thereby improving the
performance of restaurant’s staff. It will also provide quality of service and customer satisfaction. Overall
conclusion is that, this is a fabulous food ordering system for the restaurant sector, made by
combining the Android and Wireless technology. In next phase, the author will be working on providing
provisions to accept different types of payments like checks, credit cards, debit cards, tips, etc. The system
can be further extended to register and link multiple restaurants to enhance the dining experience of
customers.

Rohit Shukla, Ayush (2005), “The Application of Wireless Food Ordering System” mentioned that
there are several aspects that should be included in a good online food ordering system. System should
be simple to navigate, not clustered and easy to make an order.

Rajeev Rapat, Rajpal Singh (20017),” Multi-Touchable Restaurant System,” reports that most of the
people hate waiting for an order. Therefore, they prefer self-service technology, which can be in form of
text messaging, the internet and kiosk. Usually, the customer prefers self-service because of speed
and convenience in making order and transaction while minimize the miscommunication. He also
mentioned that self-activated terminals are more likely to serve as ordering innovation in the future. The
implementation of alternative ordering can increase check size, free up counter staff that need to serve
customers and take money handling out of service equation.

Sanjeev Sharma, (2007), “How Online Food Ordering System Helps You Run More Efficiently”
designed with professionals looking with search engine optimize capability and available 24hours.
The system should also have a secure payment gateway to protect their customer’s credit cards information,
fast and keep track on orders and sales history easily as well as generate a comprehensive sales report.

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4.1 Market Research

Market research is defined as “function that links the consumer, customer, and public to the
marketer through information-information used to identify and define marketing opportunities and
problems; to generate, refine, and evaluate marketing actions; to monitor marketing performance;
and to improve understanding of the marketing process. Marketing research specifies the information
required to address these issues, designs the methods for collecting information, manages and implements
the data collection process, analyses, and communicates the findings and their implications.”
Briefly, it is a systematic design, collection, analysis, and reporting of data and findings relevant to a
specific marketing situation facing the company, allows management to make the changes necessary
for better results through adopting a proactive approach. Therefore, if a company wants to know what
type of products or services would be profitable it should make a market research. Furthermore, a
comprehensive research will enable the company to know about the product imperfections (if there are)
and to know if it has been able to satisfy customers’ needs. It attempts to provide accurate
information that reflects a true state of affairs. Due to market research, the company can formulate a
viable marketing plan and estimate the success of its existing plan. There are two main sources of
marketing research information:
Primary marketing research is collected for the first time if the company has enough money to finance it,
but in most case, it is the second more accurate one. It is original and collected for a specific purpose, or
to solve a specific problem. Primary research delivers more specific results than secondary research, more
expensive and time consuming, which are an especially important consideration when the company
is launching a new product or service.
There are many ways to conduct primary research. By customizing tried-and true approaches, focus
groups, surveys, field tests, interviews or observation, you can gain information about your target market.
Primary research is generally based on sampling techniques and requires statistical methodologies. The
sample size could be as small as 1 percent of the market and thus the information and results gathered are
highly accurate. Secondary marketing research or desk research is generally used when a company
considering, extending a business into new markets or adding new services or product lines, because it
already exists in one form or another. This information is based on studies previously performed by
government agencies, chambers of commerce, trade associations, and other organizations. There are
number of sources available to the marketers, which are the following business libraries, public records,
Trade associations, Websites, National/ International governments, Informal contacts and professional
institutes and organizations. That is why secondary research is relatively cheap and can be conducted

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 quite quickly. However, its main disadvantage is that the information gathered may be old and obsolete,
therefore results of analysis may be inaccurate.

4.1.1 Marketing Research Procedure

Stage- I Research Purpose: -

The first step in the process of market research is to define research purpose. Research purpose is usually
not very well defined or fully understood. The process of fully and precisely defining and understanding
research purpose always requires efforts. The research purpose is typically developed as result
of recognizing and understanding problem. This problem is usually made by understanding of fissure
between expected out come and the outcome in reality.
It is also important to define reason of problem that where that problem occurred. The problem definition
is the point on which the whole arrangement is formed.

Stage- II Research objectives: -

Investigation objective is accurate report about required in sequence. It understands problem statement
more accurately and in more understandable way. Research purposes are designed in such a way that
chore of finding required information fully provide the research purpose. Research objectives have three
essential parts.

Research Question
The research question describes information required by organization accountable for decision
making. Research question represents the in sequence needs to obtained accordingly to research purpose.

Hypothesis
Hypothesis is researcher’s view of possible answer to a research question. The Researcher may produce
possible outcome of research question in earlier stage and carry out research to answer that if hypothesis
created at start of research was right or not.

Scope of Research

Hypothesis growth assistances keeping research procedure more accurate and well-focused to serve
research purpose. Another important issue of the research is indicating research boundaries or research
limitations.

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Stage- III Estimating the Value of Research Information

After defining research purpose, purposes and scope it is also very significant to estimate value
of information needed or the value of research problem that will possibly be replied in research
question..

Stage- IV Research Design

Research design is in general structure or framework of research that is developed in order to

conduct research.

Research design may include following tasks.

Primary and Secondary data Analysis:

There are two types of data analysis-

Primary data is data that research needs to collect by himself more specific to research conducted.
Primary data is usually collected through questionnaire surveys, interviews, and focus groups etc.
Secondary data is not first-hand data as primary research it is the data that already is available like
journals, books, articles, company records etc.

Qualitative and Quantitative Research:

After selecting type of data required for research it is decided that what medium of data is required.
Research can be through quantitative or qualitative or both depending on the wish of researcher.

Stage-5 Data Collection

After preparing questionnaire the next job is to practically get into filed and distribute questionnaires
among group of respondents. It can also be done through.
Online Surveys
Phone calls

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Stage- VI Data Analysis
After gathering of data, it is then procedures to derived results in order to change them in conclusion,
data analysis can be conducted with two methods manual or computer-based data analysis. There
can be different types of mathematical formulas can be used on data that is collected from
questionnaires. It can also be checked for precision and soundness.

Stage- VII Reporting Results and Presentation

The Last and final part of research procedure is to write down in black and white whole project findings
and write report that answers that specific research question that was identified at initiation of research.
Research report also includes research loom adopted, design, collection and analysis of data together with
all results of data. This report should be in the form to be prepared for decision makers to be used in
decision maker procedure.

Sampling Design
Mostly, a researcher employs sampling strategies in order to generate statistics and generalize findings to
a larger population. Sampling refers to the process of selecting individuals from a larger group of people
and drawing conclusion that are, “an accurate presentation of how the larger group of people acts or what
they believe.”

4.1.2 Simple Random Sampling

A simple random sample is one in which each member of the population has an equal and independent
chance of being included in the random sample. If the sample is large, this method is the best way to
obtain a sample representative of the population. Simple random sampling approximates drawing a
sample out of a hat: Members of a people are selected one at a time, independent of one another and
without replacement; once a unit is selected, it has no further chance to be selected. The steps
in simple random sampling comprise the following:
1. Define the population.
2. List all members of the population.
3. Select the sample by employing a procedure where sheer chance determines which members on
the list are drawn from the sample.

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Step- by- step method for determining reliability of data

As soon as data collection begins, steps can be taken to ensure the data is reliable. Following these steps
will allow insight into whether or not enough data has been collected to provide reliable (95% certainty)
information:
• Determine coding scheme for data. Depending on the options that survey and interview respondents
have to answer questions, the data will have to be coded for each question. Given the type of
information most state programs seek through interviews and surveys, this data should be able to be
divided into two categories. For instance, if the question is a yes or no question, then one
category would be yes, the other would be no. If the question asks participants to place items into a
Likert scale, then two categories would be created in order to determine which half of the Likert scale
the data favoured (with the total number of neutral answers being counted, divided by two, and placed
equally into each of the two categories).
• Code responses. Code your responses to each answer in order to determine which of the two
categories created for each question the answer would fit. Once you have coded all of the answers,
determine how many answers fall into each of the two divisions.
• Compute reliability. Although you will have a random sample to use at this point, you will not likely
be able to interview or survey all of the people in that sample. This is acceptable, as the entire
15% will likely not be needed in order to come to a reliable conclusion (although, in some rare
cases where enough responses cannot be obtained from the participants originally selected, the
original population must be re-visited to find more randomly selected sampling units).

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4.1.3 Questionnaire Design
A questionnaire is a document designed with the purpose of seeking information from the respondents.

Steps in Questionnaire Design: -

1. What is involved?
The researcher defines the information that is being sought.

• Consider research objectives.

• Discuss with others in the field.

• Literature searches and wide reading on Literature searches and wide reading on the
topic.

• Review earlier questionnaires/scales or Review earlier questionnaires/scales or

instruments that may be available.

2. Drafting of questionnaire
• Researcher takes the list of information they wish to obtain from respondents and
devises draft questions.

• Phrasing and design of questions affect the validity of the affect the validity of
the information obtained.

• Sequencing the questions –background variables first, introduce each theme/topic area
in separate sections

• Methods for coding the data

• Methods for analysis of the data

• Layout and presentation - make it easy to complete and present professionally;

• Consider your audience - type face, font size, instructions, use of language
(elderly respondents need instructions, use of language (elderly respondents need large
font)
• Cultural and gender appropriateness.

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 3. Questionnaire pilot

• Trial the new questionnaire with a small group of intended respondents or colleagues to
improve clarity, remove problems before the main survey

• Analyses the responses to the pilot survey (are some response categories never used,
analyse some response categories never used, analyse the missing data, and are some Qs
misunderstood?)

• Ask the respondents or colleagues for feedback Ask the respondents or colleagues for
feedback about design and questions.

4. Redrafting the Questionnaire

• If problems were found then the questionnaire will need to be redrafted

• If there are major changes required it is best to then do another pilot

• If the problems are minor the researcher may If the problems are minor, the researcher may
then proceed to administration of the questionnaire to the full sample

5. Administration of the Questionnaire

• After development of the questionnaire, it is administered to the full sample of respondents

administered to the full sample of respondents

• How would this be done? Postal, telephone, structured interview. Mode of administration
differences.

• Bias issues in clinical follow up and patient satisfaction surveys can arise.

• The responses are then analyzed in terms of the researcher’s aims and objectives.

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 CHAPTER- 5

Research Methodology

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 5. Research Methodology

Descriptive

Since my study is descriptive type, so research design will also be descriptive.

Sampling method:

In my study probability sampling is used. In probability sampling simple random sampling is

used.

Data collection:

∙Primary data [collection of data through questionnaires]

∙Secondary data [through company’s website and other sources]

Survey area:

Survey is done in Delhi.

Sample size:

The sample will is 100 [sample size (n) = 100]

Sample unit:

The sample unit will be the customers.

Data analysis:

The data will be tabulated based on the information gathered by questionnaires. All the responses
will be evaluated and the data will be interpreted based on the respondents, sample percentage will
be calculated to analyse the data and represent through graph and charts.

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RESEARCH METHOD

A questionnaire was circulated online with the help of Google Forms to collect data from
individuals. It is a set of questions which consisted of close ended and open ended questions
devised for the purposes of survey on which the study is conducted. Most of the questions were
closed – ended questions and multiple-choice questions. All of the respondents are from
Bangalore. There were 20 questions in the questionnaire which included both general questions
and questions specific to the topic.

The questionnaire was distributed to 100 people and it took a week’s time to receive all the replies
after which analysis was made based on the data collected from the respondents.

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 CHAPTER 6
FINDINGS

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 6. Findings

Since every individual is allocated 3 localities each for doing market survey and understand
the behaviour of the market. So, the findings of each locality are presented as under.

6.1 Findings of electronic city

Electronic city, belonging to Hyderabad, is predominantly an IT area and management schools
(more individual B-schools, compared to apartments), surrounding the small business units, IT
companies. The survey conducted had 50 respondents, which include students, working
individuals and working married couples, which completes the target audience (TA). Following
are the findings from the survey.

Students

I. Method of placing food home delivery order

60% of People preferred mobile apps to order from restaurants, 8% preferred direct walk in to
restaurant and 28% online portal.

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 II. Level of satisfaction with online food delivery

66% of People responded satisfied, 16% were neutral and 16% highly satisfied

III. Age?

Age

17%
27% 18-25
26-30
Above 30
31%
Below 18
25%

17% of people were below 18, 27% people were 18-25, 25% people were 26-30 and 31% people were
Above 30.

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 IV. Which app do you prefer to order food?

Which app you prefer to order food?

17%
28% Others
Swiggy
Uber Eats
34% Zomato
21%

34% of people usually order food from Swiggy, 28% people orders from Zomato, 21% through Uber
Eats and 17% through other apps.

V. Number of people for which food is ordered?

64% of people usually order food for 2-3 people and 22% of people order food for 3-4 people,
10% people order food for self.

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VI. No. of times you order food online in a month?

No. of times you order food online in

month?
18%
25%
11-15 Times
16-20 Times
5-10 Times
More than 20 Times
31%
26%

31% of people prefer to order food online 5-10 times in a month, 25% order 11-15 times, 26%
orders 16-20 times and 18% people orders more than 20 times in a month.

VII. Reasons to prefer Swiggy over other Apps?

Reasons to prefer Swiggy over other Apps?

20%
26% Brand Equity
Customer Service
On time delivery
27%
Word of mouth
27%

27% of people prefer to order food through Swiggy because of On time delivery, 27% because of
Customer Experience, 26% through Word of mouth and 20% because of Brand Equity.

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

How do you prefer to order food?

17%

Mobile App
10%
Others
Web
73%

73% people prefer to order food through mobile app, 17% through Web and 10% through
other means.

IX. According to you which service provider gives more offers and promotions?

Which service provider gives more offers and

promotions?

20%
26% Others
Swiggy
Uber Eats
24%
Zomato
30%

24% people think more offer are provided by Swiggy, 26% thinks of Zomato, 30% thinks
of Uber Eats and 20 % thinks of others.

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X. Which meal do you like to order online?

Which meal do you like to order online?

18% 19%
Breakfast
Dinner
Lunch
29%
34% Snacks

19% of people prefer to order food for Breakfast, 29% for Lunch, 18% for Snacks and
34% for Dinner.

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 CHAPTER 8
CONCLUSION

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 7. CONCLUSION

The change in the standard of living of the people, increasing disposable income of people and
the busy schedule has changed the life of people and their eating habits, where in people used to
prefer cooking food than going to restaurants or ordering food but now things have changed
where in most of the people have got addicted to online ordering of food and prefer to order food
instead of cooking mostly the young crowd, working professionals and people who don’t like to
cook or don’t know to cook have started taking the at most use of these apps.

Online food delivery services have made the life of individuals much easier and convenient
where in they can save on a lot of time and energy. With the rise of these services there is no
need to call the restaurants for placing orders, there is no need to wait for a long time, through
this you can order your choice of food from your choice of restaurant anytime, anyplace and
from anywhere.

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 Bibliography

REFERENCES

• https://www.whizsky.com/2017/09/case-study-swiggy-business-model-new-competitors-
marketing-strategies/

• http://www.restaurantindia.in/article/growth/expansion/Online-fooddelivery-sees-a-
boom.a137/
• http://blog.swiggy.com/post/94342869876/three-problems-we-are-tryingto-solve-at-zomato

• http://yourstory.com/2015/02/swiggy-announces-online-food-ordering-india/

• http://www.financialexpress.com/article/companies/foodpanda-raises-110mn-from-rocket-

• http://www.hungryforever.com/story-bangalore-based-food-ordering-appswiggy/

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 Questionnaire

Questionnaire for customers

Q1. How do you order your food?

a. Direct call to restaurant

b. Online portal.

c. Mobile application

d. Direct walk in.

Q2. Are you satisfied with ordering online?

a. Highly satisfied

b. Satisfied

c. Neutral

d. Dissatisfied

e. Highly dissatisfied.

Q3. Age?

a. Below 18

b. 18-25

c. 26-30.

d. Above 30

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Q4. Which app do you prefer to order food?

a. Swiggy

b. Zomato

c. Uber Eats

d. Others

Q5. For how many people you usually order food?

a. 1

b. 2-3

c. 3-4

d. 4+

Q6. No. of times you order food online in a month?

a. 5-10 times

b. 11-15 times

c. 16-20 times

d. More than 21 times

Q7. Reasons to prefer Swiggy over other Apps?

a. On time delivery

b. Customer service

c. Word of mouth

d. Brand equity

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 Q8 In general, how do you prefer to order food?

a. Mobile App

b. Web

c. Others

Q9. According to you which service provider gives more offers and promotions?

a. Swiggy

b. Zomato

c. Uber Eats

d. Others

Q10. Which meal do you like to order online?

a. Breakfast

b. Lunch

c. Sancks

d. Dinner

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