BUSINESS RESEARCH METHODOLOGY

TOPIC: Customer perception towards Zomato food

delivery in Bangalore

SUBMITTED TO:
Dr. Sarbani Mukherjee
Assistant Professor IIPMB

SUBMITTED BY:
GROUP –VII
22PGDM-ABPM12 -BUGGANA RAJESWARI
22PGDM-ABPM25 – K. VENKATESWAR REDDY 22PGDM-
ABPM20-K Y S D RAJKUMAR
22PGDM-ABPM39 -SEEMA M
22PGDM-ABPM22 -KATPADI AKHILA
 ZOMATO
Introduction:
Online food ordering and delivery is a new type of business model in the current era of e-commerce
and that leads to the startups of several online business. Online food ordering and delivery plays an
important role in consumers, entrepreneurs, investors etc. Online food ordering and delivery is very
successful because it bridges the gap between restaurants and consumers. It is a process were a
customer will search for a restaurant and filter with the available items, cuisines and they deliver by
an application in the mobile phone. Online food ordering and delivery system is depended on a
mobile application and it works based on the location of the customer.

Zomato is an application for food ordering and delivery. It is founded out by Deepindar Goyal &
Pankaj Chaddah .Its headquarters are in Gurgaon , Haryana . Zomato was mainly to provide a
complete order and delivery solution to the urban foodies. It has an exclusive fleet of delivery
personnel to pick up orders from restaurants and deliver it to customers. They provide customers
with offers which will enable them to get frequent orders. Payments can be made through online as
well as at the time of delivery. And they offer to their customers no minimum order policy. They
make sure that the customers get their order on time for that delivery personnel’s carry one order at
a time.

1.1 MANAGEMENT PROBLEM:

Customer perception towards Zomato food delivery in Bangalore

1.2Need for Study:

Generally, people consume food from hotels which takes a lot of time for its delivery. The time
factor will be more in case of people going to restaurants and buy foods and cost will also be more.
This study is conducted to study the consumer perception towards online food ordering Zomato,
how it bridges the gap between the consumer and the hotels. The factors influencing the consumers
to buy through food ordering application Zomato is also identified in the study and the satisfaction
derived out of the food ordering applications Zomato is also examined.

Research questions:
What are the factors influencing the consumer perception and buying decision of Zomato?
What is the level of consumer satisfaction towards Zomato?
1.3Objectives:
1.To study the factors influencing the consumer perception and buying decision of Zomato.

2.To study the level of consumer satisfaction of Zomato.

2.Review of Literature:
2.1 Consumer Perception:
S. Kamakshi (September 2016) Conducted a Study on the topic “Consumer Perception and
behaviour towards fast food a study with reference to Chennai city.” The major findings were
that consumer of fast food are health conscious and they do not have emotional attachment for
fast food products. And the consumers consume fast food not only because of the taste, price,
offers, and discounts rather they consider the Quality, health and hygiene factors of the fast
food.

Kashyap, Radha (April 2017) has Conducted a study on the topic “Consumer Perception
towards online shopping for apparel through various websites.”

Their findings were the shopping behaviour varies with respect to the age, gender, occupation,
income, marital status. It also indicates that lack of information such as description of Product,
return policy are major drawback for online shopping websites.

2.2 Consumer Satisfaction:

Murugupandian.R. (2015) has conducted a study on “Consumer satisfaction towards coke soft
drinks in Nagapattinam district Tamil Nadu.”

Its findings are that the royalty of brand is based on the demographic background of consumers. The
royalty of Consumer purpose is high and so that their strength and expectation will be the maximum

In a study by D. R. Dangi and R. N. Singh (2019), it was found that Zomato's ease of use, variety of
restaurant options, and quick delivery times positively influenced customer satisfaction. Zomato's
delivery service, restaurant variety, and pricing were significant factors affecting customer
satisfaction.

In a study by Khurana and Sharma (2018), the authors investigated the perception of customers
towards online food delivery apps in India, including Zomato. The study found that customers
perceive Zomato as a user-friendly platform with a wide variety of restaurants and dishes to choose
from. Additionally, customers appreciated the discounts and offers provided by Zomato, which
contributed to their overall satisfaction with the platform.
 Objectives indicators Variables

Consumer perception Perception taste, price, offers, and

discounts
Consumer satisfaction Satisfaction ease of use, variety of
restaurant options, and quick
delivery times

3.RESEARCH METHODOLOGY:
3.1 Type of research

Descriptive research was conducted to fulfil the objective of the study.

descriptive research method is selected for investigating various aspects of their business , such as
customer preferences ,restaurant ratings, and delivery services.

This method allows to describe and analyze behaviour of target audience, as well as to identify
trends and patterns in their behaviour.

3.2 Type of Data:

Primary Information: Existing Company, Consumers, delivery boys.
Secondary Information: -Website, Articles.

3.3 Research Design:

a) Sample Design:
Sample unit: Students, Employees, House wives in Bangalore

Study Area: Bangalore (Being a cosmopolitan city and increasing spending capacity of public
and due to lot of working people we selected that place for our study.)

b) Sample size: 96 consumers who order food online.

We selected that sample size because of homogeneous nature, as we selected only one state.

c)Sampling Technique:
Non- Probability (Convenience) ,We collect data from consumers and delivery boys who are easily
available for us and convenient to collect, so we selected that method.

Method of data collection:

Data will be collected by using tools like Questionnaire.

RESULTS &DISCUSSION:

DATA ANALYSIS:
Microsoft Excel Was used to analysis and interpretation of the Primary data collected. Univariate
statistics are used for data analysis and visualization. Other statistical tools such as CHI-SQUARE
test was also used for understanding the association and significance.

DESCRIPTIVE ANALYSIS:

OCCUPATION

8%
20% Business
Employed
66% 6%
Housewife
Student

INTERPRETATION:
Out of 96 respondents , 66% are students who are ordering food through Zomato and followed by
20% employees from the Bangalore.
 SERVICE PROVIDED BY ZOMATO
40
38

35
30
30
25
20
15
15 12
10
5 1
0
Very Dissatisfied Neutral Satisfied Very Satisfied
dissatisfied

INTERPRETATION:
Out of 96 respondents, 38 members are satisfied , 15 members are very satisfied and 30 are neutral
which means more than 65% people are satisfied with the services provided by the Zomato.

Frequency of ordering
TWICE IN A WEEK 9

ONCE IN A WEEK 41

ONCE IN A MONTH 28

ONCE IN 2 MONTHS 11

DAILY 7

0 5 10 15 20 25 30 35 40 45

INTERPRETATION:
Out of 96 respondents , 41 members are ordering food through Zomato once in a week .
 Source of information

12%
1% 29% Advertisement

26% Family or Friends

Internet
32% Newspaper
Other Sources

INTERPRETATION:
Many people nearly more than 85% they came to know about zomato from their family, friends
andAdvertisement.

Satisfaction of Zomato:

Zomato respondents are satisfied highly in terms of quality , quantity ,convenience .

4.1 CHI-SQUARE TEST:

Chi-square test is an inferential statistical technique used to find the association between 2
categorical variables. The categorical variables can be either nominal/ordinal or can be both.

4.2 OBJECTIVE:

To find out the association between delivery charges & preferring of Zomato over other.
 Inferential technique Dependent Independent
statistics Variable/output variable/Input

Chi square for Prefer Zomato over other delivery charges

independence of
association

4.3 HYPOTHESIS:

Ho (Null hypothesis): There is no significant association between delivery charges & preferring of
Zomato over other .

H1 (Alternative hypothesis): There is significant association between delivery charges & preferring
of Zomato over other
Observed Frequencies

YES NO MAYBE TOTAL

Delivery charges 49 25 22 96

zomato app pref 43 18 35 96

Total 92 43 57 192

Expected Frequencies

YES NO MAYBE
Extra charges 46 21.5 28.5

zomato app pref 46 21.5 28.5

P-value = 0.105623356

4.4 STATISTICAL INTERPRETATION:

• Chi square test p value is 0.1 and is greater than 0.05 significance level. So, we reject
alternative hypothesis and accept null hypothesis at 95% confidence level. There is no
significant association between delivery charges & preferring of Zomato over other.
Key Findings :

• 39.8% people are satisfied & 17.5% are very satisfied with Zomato.

• 41% are using Zomato once in a week

• More than 60% are facing difficulties because of advertisements & confusion in decision
making while ordering through Zomato

• In term of quality, quantity, Convenience, pricing more than 70% are satisfied.

• Through Chi-square analysis we came to know there is no significant association between

delivery charges & preferring of Zomato over other.

Suggestions:

Improve the application and website by minimizing the advertisements

Providing decent offers to attract students and employees Questionare:

1. Name*

Your answer

2.Gender*
• Male
• Female

3.Age*
• 20-25 Years
• 26-35 Years
• 36-45 Years
• >45 Years

4.Education Qualification*
• Below PU
• Undergraduate
• Postgraduate
• PhD

5.Occupation*
• Student
• Housewife
• Employed
• Business
6.Monthly Income (Rs): *
 • <15000
• 15000-30000
• 30000-50000
• >50000

7.Marital status *
• Unmarried
• Married

8.Are you using ZOMATO app ?*

• Yes
• No
• Maybe

9.Source of information about zomato

• Advertisements
• Family & Friends
• Internet
• Newspaper
• Other sources

10.Rate the Services provoided by Zomato*

(very Bad) 1 2 3 4 5 (Excellent)
11.How often will you use Zomato ?*
• Daily
• Once in a week
• Twice in a week  Once in a month
• Once in 2 months

12.Rate the time taken for Food delivery *

(Very Bad) 1 2 3 4 5 (Excellent)

13.Which mode of payment is used ?*

• Cash on delivery
• Credit or Debit card
• UPI Mode
• Others

14.Do you feel that card transaction is safe for zomato*

• Yes
• No
• Maybe
15.Do you feel that zomato charges extra on food delivery at your doorstep?*
 • Yes
• No
• May be

16.Would you prefer zomato over other apps?*

• Yes
• No
• Maybe

17.Rate the Behaviour of Delivery Boy *

(Very Bad) 1 2 3 4 5 (Excellent)

18.Which time will you prefer for ordering from zomato *

• Morning
• Afternoon
• Evening
• Night

19.Difficulties faced while ordering from zomato *

• Advertisements occur while ordering

• Confusion in decision making
• Slow internet
• Other reasons

20.Would you recommend zomato to others?*

• Very Likely
• Somewhat Likely
• Not at all Likely

21.Satisfaction of zomato*
Very Dissatisfied Neutral Satisfied Very
Dissatisfied Satisfied

Quality

Quantity

Pricing

Convenience

Application
/Website
Offer/Discounts