MAJOR REPORT

ON

“CUSTOMER SATISFACTION FOR ZOMATO”

GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY

Submitted in partial fulfillment of the requirement for the award of the degree of
BACHELOR OF BUSINESS ADMINISTRATION
(2020 - 2023)
Supervised By: Submitted By: Muheet Nizami
Mr. SACHIN KUMAR Enrollment No: 01419288821

Lalita Devi Institute of Management of Sciences

(Affiliated to GGSIP University Delhi)
(2020-2023)
 CERTIFICATE

This is to certify that the summer training report submitted by MUHEET

NIZAMI to Lalita Devi Institute of Management of Sciences, Guru
Gobind Singh Indraprastha University in partial fulfilment of requirement
for the award of the Bachelor of Business Administration degree is an
original piece of work carried out under my guidance and may be
submitted for evaluation.
The assistance rendered during the study has been duly acknowledged.
No part of this work has been submitted for any other degree.

Faculty Guide:

Mr. SACHIN KUMAR

 ACKNOWLEDGEMENT

The present work is an effort to throw some light on the Summer

Internship Report on “Customer Satisfaction of Zomato”. The work
would not have been possible to come to the present shape without the
able guidance, supervision and help to me by number of people.

I am fortunate in having sought and secured valuable guidance, continuous

encouragement and strong support at every stage of my research guide and
supervisor Mr. Sachin Kumar and I’m deeply grateful to her.

I want to acknowledge the help provided by my guide and friends. The

precious inputs provided by them have helped in compiling this report.

Lastly, I express my deep-hearted thanks and gratitude to all of those who

helped me in the completion of the Summer Training Report.

Muheet Nizami

(B.Com – 4th SEMESTER)

 TABLE OF CONTENTS

S. No. TOPIC PAGE NO.

Cover Page

Certificate

Acknowledgement

Table of Contents

List of Tables
1. Chapter 1 - Introduction to the Study 1-14

1.1 Brief Overview of the study

1.2 Objectives of the Study
1.3 Review of Literature
1.4 Research Methodology
1.5 Limitations of the study

Chapter 2:Profile of the organization

2. 15-25

2.1 History
2.2 Vission and Mission of zomato
2.3 Zomato’s Business Model
2.4 Acquisitions
2.5 About the Founders
2.6 Alternatives & Competitors to Zomato
 Chapter 3: Analysis & intrepretation of data 26-39
3.

Chapter-4: Conclusion & Recommendations 40-42

4.

5. Bibliography 43

6. Annexure 44-46
 List of Tables
TABLE TITLE PAGE
NO. NO.

5.1 Showing the age of the respondents. 27

5.2 Showing the gender of the respondents. 28

5.3 Which app do you usually use apart from “Zomato”? 29

5.4 How often do you use “Zomato”. 30

5.5 How much money do you usually spend on “Zomato”? 31
5.6 What is the single most important factor for you to choose 32
“Zomato”?
5.7 How do you find the prices at “Zomato”? 33

5.8 How do you find the behavior of staff at Zomato? 34

5.9 Would you recommend Zomato to your family and

35 friends?
5.10 Are you satisfied with the delivery of Zomato? 36

5.11 How would you rate the quality of food of Zomato? 37

5.12 Are you satisfied with the menu of Zomato? 38
 CHAPTER I –
INTRODUCTION
TO THE STUDY

1
 CHAPTER 1
INTRODUCTION TO THE STUDY
1.1 Brief Overview of the study
Customer satisfaction is defined as a measurement that determines how
happy customers are with a company’s products, services, and capabilities.
Customer satisfaction information, including surveys andratings, can
help a company determine how to best improve or changes itsproducts and
services.

An organization’s main focus must be to satisfy its customers. Thisapplies

to industrial firms, retail and wholesale businesses, government bodies,
service companies, nonprofit organizations, and every subgroup within an
organization.

Customer satisfaction is crucial to the success of your business. No matter

how innovative your product or competitive your pricing, if your
customers are ultimately unhappy, they’re not going to stick around.

As such, it’s no surprise 45.9 percent of businesses surveyed in 2020

named customer experience as their number one priority over the next five
years:

2
Customer satisfaction is a term frequently used in marketing. It is a
measure of how products and services supplied by a company meet or
surpass customer expectation. Customer satisfaction is defined as ‘the
number of customers, or percentage of total customers, whose reported
experience with a firm, its products, its services exceeds specified
satisfaction goals. In researching satisfaction, firms generally ask
customer whether their product or service has met or exceeded
expectations. Thus expectations are a key factor behind satisfaction. When
customers have high expectations and the reality falls short they will be
disappointed and will likely rate their experience as less than satisfying.
The online ordering system can be defined as a simple and convenient way
for customers to purchase food online, without having to go to the
restaurant. The system is enabled by the internet that connects the
restaurants or the food company on one hand, and the customer on other
hand. Therefore as per this system the customer visits the
restaurant’s app or website, browses through the various food items,
combos and cuisines available there and those ahead and selects and
purchases the items he or she needs. These items will be then be

3
delivered to the customer at his or her doorstep at the time they choose by
a delivery person. Payments for such online orders can be made through
debit cards, credit cards, cash or card on delivery or even through digital
wallets.

Importance of customer satisfaction

Customer satisfaction is important because it provide marketers and
business owners with a metric that they can use to manage and improve
their businesses. Here are the top reasons why customer satisfaction is so
important: It acts as leading indicator of customer repurchase intention and
loyalty: Customer satisfaction is the best indicator of how likely a
customer will make a purchase in the future. Asking customers to rate
their satisfaction on a scale is a good way to see if they will become repeat
customers. 8 It is a point of differentiation: In a competitive market place
where businesses compete for customers, customer satisfaction is seen as
a key differentiator. Business who succeed in these cut throat
environment are the ones that make customersatisfaction a key element of
their business strategy. Companies who offer amazing customer
experiences create environments where satisfaction is high and customer
advocates are plenty. This is an example of where customer satisfaction
goes full circle. Not only can customer satisfaction help you keep a finger
on the pulse of your existing customers, it can also act as a point
of differentiationfor new customers. It reduces customer churn:
An Accenture global customer satisfaction report (2008) found that price
is not the main reasons for customer churn, it is actually due to the overall
poor quality of customer service. Customer satisfaction is the metric you
can use to reduce customer churn. By measuring and tracking customer
satisfaction you can put new processes in place to increase the overall
quality of your customer service. It is cheaper to retain customers than
acquire new

4
ones: This is probably the most publicized customer satisfaction statistic
out there. It costs six to seven times more to acquire new customers than
it does to retain existing customer. Customers costs a lot of money to
acquire.

5
 Scope of Study

Scope of the study is limited towards commerce students who have

experienced such online food delivery services through Zomato app.
The study is basically conducted to know how consumers perceive
the online food delivery services. The expectation and satisfaction
of consumers may vary under different 3 circumstances. From this
study, we can have a better understanding of the Online Food
Delivery Service Market. Therefore, these findings may help the
service providers to work upon on these variables to fill up the gaps
in the mindset of consumers.

1.2 Objectives of the study

To expand across the globe as a leading service provider

To increase their fund and revenue

To own the communication channel between the consumer and
the businesses.
Helping people discover great places around them
Building amazing experiences around dining.
To know about the expectation and satisfaction level of respondents
towards Zomato.
To identify the factors influenced for choosing Zomato

6
1.3 Review of Literature
1. Bhavya saini (2016) , “Consumer preference and attitude regarding
online food products” the study emphasized that using the internet in
seeking food service information was a common practice among people
living in india and online interpersonal influence took a fundamental apart.
A high percentage of consumers were unconcerned about accurate
evidence regarding food safety in selecting food 12 products on the
internet. The conclusion of our findings produces practical pieces of
advice to consumers buying online food, to food retailers selling food over
the internet and to the government of india to implement appropriate
legislation regarding online food product information. Among all these
factors customers usually expect three website merits toassist their online
encounters that are system quality, information quality, and service
quality.
2. Hong Lan (2016), “Online food delivery market is immature yet, there
are some obvious problems that can be seen from consumers” negative
comments. In order to solve these problems, we can neither relymerely on
the self discipline of online food delivery restaurants nor the supervision
and management of online food delivery platforms. Only by taking laws
as the criterion, with the joined efforts of the online food delivery
platforms and restaurants, the government departments concerned,
consumers and all parties in the society, can these problems be solved and
good online take away environment can be created .
3. Sumathy (2017), “A study on prospective concernment towards food
adjure app” the online food adjure app system will be helpful for the hotels and
restaurants to increase the scope of the business by helping users to
give order through online. This study was to find the awareness
7
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.
4. Sheryl E. Kimes (2011), His study found that perceived control and
perceived convenience associated with the online food ordering services
were important for both users and non-users. Non-users need more
personal interaction and also had higher technology anxiety to use the
service.
5. Varsha Chavan, et al, (2015), The use of smart device based interface
for customers to view, order and navigate has helped the restaurants in
managing orders from customers immediately. The capabilities of
wireless communication and smart phone technology in fulfilling and
improving business management and service delivery. Their analysis
states that this system is convenient, effective and easy to use, which is
expected to improve the overall restaurant business incoming times.
6. Leong Wai Hong (2016), the technological advancements in many
industries have changed the business model to grow. Efficient system can
help improve the productivity and profitability of a restaurant . The use of
online food delivery system is believed that it can lead the restaurant’s
business grow from time to time and will help the restaurants to facilitate
major business online.
7. Serhat Murat Alagoz & Haluk Hekimoglu (2012), E commerce is
rapidly growing worldwide, the food industry is also showing a steady
growth. In this research paper they have used the Technology

8
Acceptance Model (TAM) as a ground to study the acceptance of online
food ordering system. Their data analysis revealed that the attitude towards
online food ordering vary according to ease and usefulness of online food
ordering process and also vary according to their innovativeness against
information technology, their trust in e-retailers and various external
influences.
8. Ramesh Kumar Bagla, Jasmine Khan. The purpose of this study was to
investigate the factors that are responsible for the growing popularity of
online booking and ordering of food in india, expectations of the users,
and their satisfaction levels with the popular apps such as food panda,
Zomato, Swiggy. Descriptive research was undertaken on the basis
of primary data collected from the respondents residing in National Capital
Region of Delhi chosen through nonprobability convenience sampling
using structured questionnaire. Findings was the 14 factors contributing to
the popularity of online food ordering were found to be : lack of time to
prepare food, availability of variety, rewardsand cashbacks. There is a
scope of improving the user’s satisfaction levels by understanding their
expectations more precisely and offering more attractive options while
ordering food online.
9. Kumaran. M. (2017), has conducted a study on “perception towards
online shopping an empirical study with respect to Indian buyers ” . This
research deals with E- marketing researches concerning the factors which
affects consumer perception towards online purchasing experiences, this
research dealt with the perceived risks, website role, domain specific
innovativeness, subjective norms, attitude perceived usefulness,
perceived ease of use, attitude, online shopping intention and online
shopping behavior. There are many reasons for people preferring online
shopping but the major reason for a consumer backing out from

9
online shopping is the security issues but the industry has given little
concern to this issue.
10. Jyotishman Das (2018), the doorstep delivery is the most highly
ranked factor of influencing the consumers to use the food ordering
applications. The consumers are also often influenced by discounts and
cashbacks they enjoy. On comparing the factors the most preferredservice
provider came out to be Zomato followed by Swiggy. 1.4

10
Research Methodology
Research methodology is a way to systematically solve the research problem. The
research methodology includes the various methods and techniques for conducting
research.

“Marketing Research is the systematic design, collection, analysis and reporting of

data and finding relevant solution to the specific marketing situation or problem”

D. Slesinger and M. Stephenson in the encyclopaedia of Social Sciences define

Research as “the manipulation of things, concepts or symbols for the purpose of
generalizing to extend, correct or verify knowledge, whether that knowledge aids
in construction of theory or in the practice of an art.”

Research is thus an original contribution to an existing stock of knowledge making

for its advancement. The project has specified framework for collecting data in an
effective manner. Such framework is called “framework design”.

The research process followed by us consist of following steps:

Research Design

Conclusion Oriented Research: The research was conclusion oriented

because it was research where our own views about the research were given.

Descriptive Research: The research was descriptive research as it was

concerned with specific predictions, with narration of facts and

characteristics. In such kind of research, the researcher just presents the
picture which was already studied.

Sample Design: A sampling design is a definite plan for obtaining a sample

from given population. It refers the technique or the procedure the researcher

11
adopts in selecting items for the sample. The following factors need to be
decided within the scope of sample design.

Universe of the Study:

The universe consists of all survey elements that qualify for the inclusion in
the research study. The population or universe represents the entire group of
units which is the focus of the study. The universe in my research was the
respondents who uses telecom services of Vodafone ltd.

Sample Size and Sampling Techniques:

Sample Size: Sample size is the number of elements to be included in the

study. Keeping in mind all the constraints 100 respondents were selected.

Sampling Technique: The selection of components of sample that will give

a representative view of the whole is known as sampling technique. The

techniques used are convince sampling technique and simple random
sampling technique.

Sample Unit: Sampling unit is the basic containing the elements of the

universe to be sampled. It is a single section selected to research and gather

statistics of the whole.
Methods of Data Collection:

Primary Sources: Primary data are those which are collected a fresh and

for the first time and thus happen to be original in character. Primary data
has been collected by conducting surveys through questionnaire, which
12
include Likert Scale questions and both open ended and close ended
questions.

Secondary Sources: Secondary data are those which has been collected by

someone else which already had been passed through the statistical process.
In this research project secondary source used were books and websites.

Presentation Tools used:

Tools of Presentation: It means what tools were used to present the data in a

meaningful way so that it becomes easily understandable. In this research

tools used were tables and graphs.

Tools of Analysis: In this research the tools of analysis used were

Percentage Analysis.

13
1.5 Limitations of the study

Geographical scope of the study was limited to Delhi only, which

does not represent the whole India.
Size of the sample is 100, which is, of course, small in comparison to
entire population.
Due to limitation of time only few people were selected for the study.
So the sample of consumer was not enough to generalize the findings
of the study.
The time constraints faced in the project might have affected
the comprehensiveness of its findings.
There can be many interpretations and explanation to the data collected.
This is empirical study and the research provides the explanation as
understood by the researcher only.
The source of data for the study was primary data with the help of self-
administered questionnaire. Hence, the chances of error cannot be
eliminated though all necessary steps were taken to avoid the same.
The chance of biased response cannot be eliminated though all
necessary steps were taken to avoid the same.
The data taken from the secondary source like internet, newspaper,
books may lack some proper explanation or may be not correctly
interpreted.

14
 CHAPTER-2
PROFILE OF THE
ORGANIZATION

15
 CHAPTER 2
PROFILE OF THE ORGANIZATION
2.1 HISTORY
Zomato is an Indian multinational restaurant aggregator and food
delivery company founded by Deepinder Goyal and Pankaj Chaddah in
2008. Zomato provides information, menus and user-reviews of
restaurants as well as food delivery options from partner restaurants in
select cities. As of 2019, the service is available in 24 countries and in
more than 10,000 cities.
Zomato was founded as FoodieBay in 2008, and was
renamed Zomato on 18 January 2010 as Zomato Media Pvt. Ltd. In
2011, it expanded across India to Delhi
NCR, Mumbai, Bangalore, Chennai, Pune, Ahmedabad and Hyderabad.
In 2012, it expanded operations internationally in several countries,
including the United Arab Emirates, Sri Lanka, Qatar, the United
Kingdom, the Philippines, and South Africa. In 2013, expanded to in New
Zealand, Turkey, Brazil and Indonesia, with website and apps available
in Turkish, Portuguese, Indonesian and English languages. In April
2014, it launched in Portugal, which was followed by launches
in Canada, Lebanon and Ireland in 2015.
Zomato started off in 2010 after rebranding from food directory website
Foodiebay. The company was India’s first foodtech unicorn and has
continued to add new features besides delivery and discovery.
Zomato extended its subscription-based Zomato Gold programme to
deliveries despite controversy and criticism
Like most other startups, India’s pioneering foodtech unicorn Zomato
has seen many peaks and troughs in its journey. While there were some

16
illustrious moments and accomplishments, there were troubled times
too, some that even brought the very existence of the company into
question.
During the massive layoffs and losses of 2015, chances of Zomato’s
survival seemed slim. In a belt tightening move, the company laid off
about 300 employees — nearly 10% of its total headcount — to cut costs
in its weaker business aspects and shift the focus to more revenue-
generating areas like reservations.

However, in Zomato’s decade of existence, this was the biggest rough

spot the company actually ever hit. The rest of the time, founder and
CEO Deepinder Goyal and cofounder Pankaj Chaddah (who left
Zomato in 2018) steadfastly held on to the reins of the company and
kept it on the path of growth and expansion, making it India’s first
foodtech unicorn.

While Zomato competes with Swiggy, UberEats and Ola-Foodpanda

among others, the company still continues to innovate offerings and
expand in the manner it has been doing since the day it all started.

FoodieBay.com Makes Way For Zomato

Zomato kicked off essentially as a rebranded version of the food
directory services Foodiebay. Goyal and Chaddah, both IIT
graduates and both working as analysts at Bain and Company back
then, had started Foodiebay in 2008.

In a matter of just nine months, FoodieBay became the largest restaurant

directory in Delhi NCR. After two successful years, the company was
rebranded Zomato and since then there was no looking back.

With support from its investors and multiple rounds of consecutive

funding, Zomato built not only its valuation but also an interesting
portfolio of investors which includes Info Edge India, Sequoia, Vy
Capital, Singapore-based investment firm Temasek, and Alibaba’s Ant

17
Financial. Ant Financial’s $200 Mn investment earlier this year led
Zomato to cross the $1 Bn valuation.

Zomato Eats Around The World

Zomato’s quick growth can also be attributed to its rapid expansion to
countries other than India. Soon after its success in Delhi-NCR, the
company started branching out to cities like Pune, Ahmedabad,
Bengaluru, Chennai, and Hyderabad.

By 2012, Zomato had started expanding overseas by extending its

services to Sri Lanka, UAE, Qatar, South Africa, UK, and the
Philippines. The year 2013 saw New Zealand, Turkey, and Brazil
get added to its list.

During this time, Zomato also kept working on its tech backbone to
match the boom in the smartphone trend and launched its app. The
company also started aggressively acquiring foreign competition to
increase its foothold in other countries. In 2014, Zomato acquired
Gastronauci, Poland’s restaurant search service, and Cibando, an Italian
restaurant finder. The next year, Zomato made its biggest acquisition —
US-based online table reservation platform NexTable. Soon after, it
acquired another US-based restaurant directory, Urbanspoon, but had to
shut the app within just five months.

It was also in 2015 that Zomato, struggling with falling revenues,

carried out its massive layoff. The company, however, managed to get
something good out of the year by acquiring MapleOS, which would
allow it to expand its directory, database, and operations, and add online
reservations and mobile bill payment to its service portfolio.

After a slow 2016, in which Zomato saw further loss in revenues, the
company decided to roll back operations in nine of the countries it had
expanded to, handling them remotely to ensure it did not lose out on the
markets.

18
A Decade of Experience
Ups and downs are something all startups see in their journey to
becoming industry mammoths, how they handle their trying times
and the decisions they take make or break them.

Goyal and Chaddah have done a phenomenal job of keeping Zomato’s

mast up and sailing, irrespective of the trying winds. Chaddah, while he
was with the company, gave wings to many of Zomato’s new initiatives
including Zomato Gold and its cloud kitchen concept.

In a surprise turn of events early in 2018, Chaddah announced his

decision to quit Zomato and take some time off before he became
“professionally active” again. He continues to own his stake of 3.11%
in Zomato.

The company is now looking to raise more funding with a view to

expand its service portfolio and reach new markets. On homeground,
Zomato is battling it out with its biggest competitor — Swiggy — which
too has reached unicorn status and within a shorter time period, and with
more funding raised as per DataLabs By Inc42 analysis.

Both have recorded monthly cash burns in the range of $10 Mn – $12
Mn and this is largely driven by marketing and acquisition costs for
users such as discounts, promos and ads. Additionally, adding new
delivery agents and tech capability is also a major cost centre for these
foodtech companies. At the same time they are also expanding to
newer services such as Zomato with its dining-out features, and Swiggy
with Swiggy Go hyperlocal delivery.

With Zomato Gold, a programme by Zomato which provides free food

and drinks on certain orders in select restaurants. This has come under a
lot of criticism by the restaurant body NRAI and as a result restaurants
protested with a #logout campaign in mid-2019, which damaged some of

19
Zomato’s goodwill. But the company has not scrapped Zomato Gold —
only changing its terms to favour restaurants a little more — but in fact
double down with Gold for deliveries too. Zomato is constantly
changing things to get the revenue boost.

2019 And Beyond For Zomato

In terms of numbers, Zomato recorded a 225% rise in revenue in the first
half of FY2020. According to the company’s biannual report, it has
registered $205 Mn in revenue, compared to $63 Mn in the first half of
last year.

The report also mentioned that there has been a 40% decline in
Zomato’s EBITDA (earnings before interest, tax, depreciation and
amortization) loss from March to September 2019. The company has
also pointed out that its monthly burn rate, which measures the rate at
which a company is losing money, is down by 60%.

In August 2019, during the #logout campaign, the restaurants listed on

the food aggregator had called out Zomato for eating into their margins
through Gold and Infinity Dining feature, which provided heavy
discounts. The restaurant association highlighted issues such as
“unreasonably high commissions, payment terms and arbitrarily
applied additional charges” that restaurants have been charged to be a
part of Zomato Gold.

After #logout campaign, Zomato discontinued Infinity dining

service, altered Gold rules amid multiple rounds of layoffs — the
company also witnessed protests from delivery partners.

Despite facing these issues, Zomato claimed to have registered an

increase of 177% of restaurant partners after getting an additional 73K
restaurants on board. In the H1FY20, the food aggregator and delivery
startup has around 119K restaurants, compared to 43K last year.

20
The controversial Zomato Gold service has registered a 180% increase
with 1.4 Mn users. With an eventful FY20, Zomato’s rival Swiggy has
also been out on the block seeking fresh funds. The Bengaluru-based
food delivery unicorn is also in talks to raise $500 Mn fresh funds led by
Naspers at a valuation of $3.3 Bn.

Even as the two foodtech giants battle it out, there’s a bigger player
on the horizon with Amazon about to launch its food delivery and
cloud kitchen services in India.

2.2 VISSION AND MISSION OF ZOMATO

VISSION OF ZOMATO

Zomato's vission is to be the global platform when someone is

looking for food locally," says Pankaj Chaddah, co-founder & COO,
Zomato, the Rs 31-crore firm backed by Info Edge (owner of
Naukri.com) and Sequoia Capital. The big markets for restaurants are
in the US, Germany, Japan, Russia, Australia and the UK.

MISSION OF ZOMATO

Zomato's mission statement is “better food for more people.” Since our
inception in 2008, we have grown tremendously, both in scope and scale
- and emerged as India's most trusted brand during the pandemic, along
with being one of the largest hyperlocal delivery networks in the
country.

21
2.3 Zo mat o’s Business Model
The success of Zomato lies in its robust Business Model. Essentially
Zomato is an application whose business model encircles the provision
of food delivery services, provision of information, user reviews, and
menus of partner restaurants. Zomato stands as the pioneer for
other online food-based applications. Following are the critical
elements of Zomato’s business model:

1) Customer Segments: The customer segment of Zomato has

beendivided into three parts:

Local restaurants: Zomato enables restaurants to make themselves

visible to their target audience
Users: Zomato is dedicated to users who aspire to locate restaurants
or specific cuisines nearby. Zomato is the panacea for users who are
fond of home delivery
Reviewers: They are content contributors of Zomato. They actively
review food and places and provide relevant information to the users
in textual and graphical form.

2) Zomato Provisions: Zomato acts as the connecting bridge between

customers and partner restaurants. Zomato has crafted a well-designed
pricing model for their only delivery services. The inclusion of Zomato
Gold & Piggybank has improved the quality of services provided by
Zomato.

3) Alliances of Zomato: Recent partnerships with various big names

like Uber Taxi, Visa, PayPal has enhanced the business model of
Zomato. The partners have aided Zomato in various aspects, for
instance, finding a location to set-up, hiring and other procedures, work
22
placements, market research, handling operational, accounting, political
and legal issues, etc.

2.4 Acquisitions
Zomato has acquired 12 startups globally.

In July 2014, Zomato made its first acquisition by buying Menu-

mania for an undisclosed sum.
The company pursued other acquisitions including lunchtime.cz
and obedovat.sk for a combined US$3.25 million.
In September 2014, it acquired Poland-based restaurant search
service Gastronauci for an undisclosed sum.
In December 2014, it acquired Italian restaurant search service
Cibando.
It acquired Seattle-based food portal, Urbanspoon, for an estimated
$60 million in 2015.
Other acquisitions of 2015 include Mekanist in an all-cash deal, the
Delhi-based startup MapleGraph that built MaplePOS (renamed
Zomato Base), and NexTable, a US-based table reservation and
restaurant management platform.
In 2016, it acquired Sparse Labs, a logistics technology startup, and
the food delivery startup, Runnr, in 2017 (renamed from Roadrunnr
when it acquired TinyOwl in 2016).
In September 2018, it acquired Bengaluru-based food e-marketplace,
TongueStun Food, for about $18 million in a cash and stock deal.
In December 2018, it acquired a Lucknow-based startup, TechEagle
Innovations, that works exclusively on drones, for an undisclosed
amount. Zomato claimed that the acquisition will help pave the way
towards drone-based food delivery in India, building technology
aimed at a hub-to-hub delivery network.
On 21 January 2020, Zomato acquired its rival Uber Eats' business in
India in an all stock deal, giving Uber Eats 10% of the combined
business.

23
 On 29 June 2021, the firm signed a deal with Grofers to invest nearly
$120 Million in the online grocery firm by acquiring 9.3% stakes of
the company.

2.5 About the Founders

Zomato was founded by Deepinder Goyal and Pankaj Chaddah, both of

whom are from IIT, Delhi. Deepinder Goyal currently serves as the
Chief Executive Officer (CEO) at Zomato. Prior to launching Zomato,
he used to work at Bain & Company as a Senior Associate Consultant.
Pankaj Chaddah is the co-founder and prior to launching Zomato, he
had worked at Bain & Company as a Senior Analyst and Associate
Consultant.

2.6 Alternatives & Competitors to Zomato

1) Swiggy
Swiggy is a food ordering and delivery company based out of
Bangalore, India. Swiggy was inspired by the thought of providing a
complete food ordering and delivery solution from the best
neighbourhood restaurants to the urban foodie.

2) Uber Eats
Uber Eats is an online food ordering and delivery platform launched
by Uber in 2014. Users can read menus, reviews and ratings, order, and
pay for food from participating restaurants using an application on
the iOS or Android platforms, or through a web browser. Users are also
able to tip for delivery. Payment is charged to a card on file with Uber.
Meals are delivered by couriers using cars, scooters, bikes, or on foot. It
is operational in over 6,000 cities across 45 countries.

24
3) Faasos
Faasos is an Indian "food on demand" service that was
incorporated in 2004. It is one of the brands owned by the online
restaurant company, Rebel Foods.

4) Domino's Pizza
The Domino's Pizza, anywhere at anytime! It's fun and interactive and
puts you in control! With more than 1.4 million possible pizza
combinations, the Domino's App takes ordering to the next level.
Domino's pizza comes with a 30-minute guarantee from the time an
order is placed. If the time taken to deliver the pizza is more than 30
minutes, the pie comes free if it costs under Rs 300.

5) Pizza Hut
The delivery speed and the quality of Pizza Hut's ingredients are far
better than Domino's. Pizza Hut isn't always great though. Critics say
that they generally serve smaller portions of food than Domino's. Apart
from this, they also offer fewer types of pizza than Domino's.

25
 CHAPTER-3
ANALYSIS &
INTREPRETATION
OF DATA

26
 CHAPTER-3
ANALYSIS & INTREPRETATION OF DATA
The data has been processed and analysed by tabulation and
interpretation so that findings can be communicated and can be easily
understood. The findings are presented in the best possible way.
Tables and graphs have been used for illustrations of findings of the
research.

Statement 5.1 Showing the age of the respondents.

Age No. Of Respondents Percentage Of
Respondents
17-18 2 2
19-20 4 4
21-22 10 10
23-24 54 54
25-26 30 30
Total 100 100

17-18
19-20
21-22

23-24
25-26

INTREPRETATION: The pie chart shows age wise classification of respondents it, reveals that
2% of the total respondents is aged between 17-18 , 4% is aged between 19-20, 10% of the
respondents aged between 21-22, 54% belongs to the age group 23-24 , and 30% belongs to the
age group 25-26

27
Statement 5.2 Showing the gender of the respondents.

Gender No. Of Respondents Percentage Of

Respondents
Male 50 50
Female 50 50
Total 100 100

Male
Female

INTREPRETATION: It reveals that 50% of the respondents are

male and the other 50% of the respondents are female.

28
Statement 5.3 Which app do you usually use apart from
“Zomato”?

Options No. Of Percentage Of

Respondents Respondents
Swiggy 70 70
Uber Eats 25 25
Pizza Hut 5 5

Total 100 100

No. Of Respondents

Swiggy
Uber Eats
Pizza Hut

INTREPRETATION: By analyzing the above table and figure it

is found that 70% use Swiggy apart from Zomato.

29
Statement 5.4 How often do you use “Zomato”.

Options No. Of Respondents Percentage Of

Respondents

Almost Daily 2 2
2-3 times a week 30 30
2-3 times a month 60 60
Not often 8 8

Total 100 100

No. Of Respondents

Almost Daily
2-3 times a week
2-3 times a month
Not often

INTREPRETATION: By analyzing the above table and figure it is

found that the highest no. of respondents i.e. 60% visit 2-3 times a day

30
Statement 5.5: How much money do you usually spend on
“Zomato”?

Options No. Of Respondents Percentage Of

Respondents

Below 150 5 5
200-300 30 30
300-400 50 50
More than 400 15 15
Total 100 100

No. Of Respondents

Below 150
200-300
300-400
More than 400

INTREPRETATION: By analyzing the above table and figure it is

found that the highest no. of respondents i.e. 50% spend between Rs.
300-400 at Zomato

31
Statement 5.6 What is the single most important factor for
you to choose “Zomato”?

Options No. Of Respondents Percentage Of

Respondents

Discount 60 60
Fast Delivery 30 30
Cost of food 10 10
Total 100 100

No. Of Respondents

Discount
Fast Delivery
Cost of food

INTREPRETATION: By analyzing the above table and figure it is

found that the highest no. of respondents i.e. 60% use Zomato to
get
discount.

32
Statement 5.7 How do you find the prices at “Zomato”?

Options No. Of Respondents Percentage Of

Respondents
Economical 60 60
Expensive 30 30
Very Expensive 10 10
Total 100 100

No. Of Respondents

Expensive
Very Expensive

INTREPRETATION: By analyzing the above table and figure it is

found that the highest no. of respondents i.e. 60% feels that the
prices
are economical at Zomato.

33
Statement 5.8 How do you find the behavior of staff at
Zomato?

Options No. Of Respondents Percentage Of

Respondents

Average 5 5
Good 50 50
Excellent 45 45
Total 100 100

INTREPRETATION: By analyzing the above table and figure it is

found that the highest no. of respondents i.e. 50% feels that the behavior
of staff is good at Zomato.

34
Statement 5.9 Would you recommend Zomato to your family
and friends?

Options No. Of Percentage Of

Respondents Respondents

Yes 90 90
No 4 4
Can’t Say 6 6
Total 100 100

INTREPRETATION: By analyzing the above table and figure it is

found that the highest no. of respondents i.e. 90% do recommend
Zomato.

35
Statement 5.10 Are you satisfied with the delivery of
Zomato?

Options No. Of Percentage Of

Respondents Respondents

Yes 80 80
No 12 12
Can’t Say 8 8
Total 100 100

No. Of Respondents

Yes
No
Can’t Say

INTREPRETATION: By analyzing the above table and figure it is

found that the highest no. of respondents i.e. 80% are satisfied with the
delivery of Zomato.

36
Statement 5.11 How would you rate the quality of food of
Zomato?

Options No. Of Percentage Of

Respondents Respondents

Average 30 30
Good 50 50
Excellent 20 20
Total 100 100

No. Of Respondents

Average
Good
Excellent

INTREPRETATION: By analyzing the above table and figure it is

found that the highest no. of respondents i.e. more than 50% are satisfied
with the quality of Zomato.

37
Statement 5.12 Are you satisfied with the menu of Zomato?

Percentage Of
Options No. Of
Respondents
Respondents

Yes 80 80
No 12 12
Can’t Say 8 8
Total 100 100

No. Of Respondents

Yes
No
Can’t Say

INTREPRETATION: By analyzing the above table and figure it is

found that the highest no. of respondents i.e. 80% are satisfied with the
menu of Zomato.

38
 SUMMARISIED FINDINGS OF THE STUDY

The findings of the study are as follows:

By analyzing the above table and figure it is found that 70% use Swiggy
apart from Zomato.
By analyzing the above table and figure it is found that the highest no. of
respondents i.e. 60% visit 2-3 times a day.
By analyzing the above table and figure it is found that the highest no. of
respondents i.e. 50% spend between Rs. 300-400 at Zomato
By analyzing the above table and figure it is found that the highest no. of
respondents i.e. 60% use Zomato to get discount.
: By analyzing the above table and figure it is found that the highest no. of
respondents i.e. 60% feels that the prices are economical at Zomato.
By analyzing the above table and figure it is found that the highest no. of
respondents i.e. 50% feels that the behavior of staff is good at Zomato
: By analyzing the above table and figure it is found that the highest no. of
respondents i.e. 90% do recommend Zomato.
By analyzing the above table and figure it is found that the highest no. of
respondents i.e. 80% are satisfied with the delivery of Zomato.
By analyzing the above table and figure it is found that the highest no. of
respondents i.e. more than 50% are satisfied with the quality of Zomato.
: By analyzing the above table and figure it is found that the highest no. of
respondents i.e. 80% are satisfied with the menu of Zomato.

39
 CHAPTER-4
CONCLUSION &
RECOMMENDATIONS

40
 CONCLUSION
In this highly competitive market the survival and the success of a
company depends on innovation and changing thing for betterment.
Odds of success for a startup is very bad, according to statistics 9 out of
10 startup fails. All the startup should consider and gaining from the
strategies used by zomato for its steady growth.

Zomato not only maintained their quality services but also

keet improving it.

Startup company should be careful choosing the marketing strategy

because there are various factors like target audience. type of product
or service

One of the most important feature for a startup company is

adaptability which means to change with the change in trend

41
 RECOMMENDATIONS
Zomato should have there own delivery system with the amount
of funds they have.

Zomato should improve there review system with bill attachment.

Quality of service and Dimension of service should always be

prime focus of any company.

Improvisation and Innovation are another two important factors

needed to be kept in mind.

42
 BIBLIOGRAPHY
1.) Google forms

2.) Survey of form

3.) Historical data from the logs of companies

Zomato information search

4.) https://www.google.com/search?q=zamato+info&oq=zamato+info&aqs=chrome..69i57.396
4j0j1&sourceid=chrome&ie=UTF-8

5.) Zomato Wikipedia: https://en.wikipedia.org/wiki/Zomato

4
 ANNEXURES
1) 1. Age
o 17-18
o 19-20
o 21-22
o 23-24
o 25-26 2

2) Gender
o Male
o Female

3) Which app do you usually use apart from “Zomato”?

Swiggy
Uber Eats
Pizza Hut

4) How often do you use “Zomato”.

Almost Daily
2-3 times a week
2-3 times a month
Not often
5) How much money do you usually spend on “Zomato”?

Below 150
200-300
300-400
44
 More than 500

6) What is the single most important factor for you to choose

“Zomato”?

Discount
Fast Delivery
Cost of food

7) How do you find the prices at “Zomato”?

Economical
Expensive
Very Expensive

8) How do you find the behavior of staff at Zomato?

Economical
Expensive
Very Expensive

9) Would you recommend Zomato to your family and friends?

Yes
No
Can’t Say

45
11) How would you rate the quality of food of Zomato?
Average
Good
Excellent
12) Are you satisfied with the menu of Zomato?

Yes
No
Can’t Say

46