APPENDIX 1

“CUSTOMERS PERCEPTION OF ONLINE FOOD DELIVERY WITH

REFERENCE TO SWIGGY”

PROJECT REPORT

BY

NAKUL MAURYA

B.A. (VS) (Marketing Management and Retail Business, College of Vocational

Studies University of Delhi

November 2023
 APPENDIX 2

BONAFIDE CERTIFICATE

This is to certify that this project report entitled “Customers Perception Of

Online Food Delivery With Reference To Swiggy” submitted to College of
Vocational Studies, University of Delhi, is a bonafide record of work done by
“NAKUL MAURYA” under my supervision.

Dr Neeti Hooda

Assistant Professor

Department of Commerce
 APPENDIX 3

Declaration by Student

This is to declare that this report has been written by me. No part of The report is

plagiarized from other sources. All information included from other sources have

been duly acknowledged. I aver that if any Part of the report is found to be

plagiarized, I shall take the full Responsibility for it.

NAKUL MAURYA
 COLLEGE OF VOCATIONAL STUDUNIVERSITY OF DELHI,

DELHI NCR

PREFACE

The primary objective of this report is to provide the insight into the core of

“CUSTOMERS PERCEPTION OF ONLINE FOOD DELIVERY WITH

REFERENCE TO SWIGGY” and an understanding

Online Food Delivery System.

We hope that the report has made the text interesting and lucid. In writing this

report, we have benefited immensely by referring to many publications and

articles. We express our gratitude to all such authors and publishers. Any

suggestions to improve this report in content or in style are always welcome and

will be appreciated and acknowledged.

 ACKNOWLEDGEMENT

I take great pleasure in acknowledging that the success of my project is not the
result of the efforts of one person alone, but rather a collaborative endeavour
involving numerous individuals. I am grateful to everyone who played a part in
guiding me along this journey.

I owe a profound debt of gratitude to my respected and knowledgeable teacher,

project guide, and supervisor, Dr Neeti Hooda Assistant Professor Department of
Commerce, college of vocational study University of Delhi. His wealth of
expertise, invaluable guidance, continuous support, and insightful advice have
been instrumental in enabling me to complete this project. Without his assistance,
this project would not have reached its fruition.

Last but certainly not least, I extend my gratitude to my friends, faculty members,
and all the respondents who generously devoted their time to share their expertise
and complete the electronic questionnaire. Their contributions not only enriched
my project but also made it more engaging and appealing.

(NAKUL MAURYA)
 TABLE OF CONTENTS

S.
NO PARTICULARS
1 INTRODUCTION

2 REVIEW OF LITERATURE

3 RESEARCH METHODOLOGY

4 DATA COLLECTION AND ANALYSIS

5 FINDINGS

6 RECOMMENDATION

7 CONCLUSION

8 BIBLIOGRAPHY
 CHAPTER 1

INTRODUCTION
The India online food delivery market reached a value of US$ 4.35 Billion in 2020.
Online food delivery assists individuals in ordering and receiving the desired
food products at the doorstep. It involves browsing the website or application,
selecting from a wide variety of cuisines available and making the payment
through different methods. The website/application updates the user about the
expected duration of food preparation and delivery. These features, in
confluence with attributes such as ease, speed and precision of delivery, are
increasing the demand for these services in India.

The market is as of now seeing development because of the expanding

admittance to high-speed internet facilities and the boosting deals of cell
phones. This, in conjunction with the developing working populace and
expanding pay levels, is moving the online food delivery market development in
India. Albeit the players are basically gathered in the metropolitan districts of
the country, with Bangalore, Delhi and Mumbai addressing the three biggest
business sectors, sellers are currently additionally focusing on more modest
urban areas, as they have solid development potential.

In addition, the rising pattern of the in a hurry food things and speedy home
delivery models that offer comfort, ready-to-eat (RTE) and less expensive food
delivery choices are raising the interest for online food delivery administrations
in the country. Besides, inferable from the rising instances of COVID-19, a
portion of the main players like Zomato, McDonald's Corporation and Domino's
Pizza Inc. have presented contactless delivery administrations. These services
guarantee that the food arrives at the client without being moved by uncovered
hands and is conveyed securely with sufficient social removing measures.

The online food delivery market in India is developing couple with advancing
way of life examples and dietary patterns of Indians. Chaotic plans for getting
work done and ascend in dispensable wages have promoted food conveyance,
particularly in metropolitan regions.

The online food delivery market in India is relied upon to extend at compound
yearly development paces of ~30.55% (based on revenue) and ~10.19% (in view
of the number of clients) during the 2020-2024 period, to create an income of
INR ~1,334.99 Bn and foster a client base of ~300.57 Mn by 2024. Central parts
right now working in the Indian online food delivery market incorporate stage
to-client support suppliers like Swiggy (Bundle Technologies Private Limited),
FreshMenu (FoodVista India Private Limited), Faasos (Rebel Foods Private
Limited) and (Zomato Media Private Limited). Aside from these, there exist
certain organizations that work with an eatery to-client delivery model as
domino Box8's, (Domino's Pizza, Inc.), and KFC (Yum! Brands, Inc.).

SCOPE OF PROJECT

Scope of this project includes:

 Overview of Indian online food ordering industry

 Impact of Covid-19 on online food orders

 Business model of Swiggy

 Marketing strategies and promotional tactics of Swiggy

 Market coverage of Swiggy and its future plans

 Customers perception about online food ordering with reference to Swiggy

 SWIGGY

Swiggy is India's biggest online food requesting and delivery platform established

in 2014. Swiggy is situated in Bangalore, India, and as of March 2019, was working

in 100 Indian urban communities. In mid 2019, Swiggy ventured into general item

deliveries under the name Swiggy Stores. In September 2019, Swiggy dispatched

moment pickup and drop administration Swiggy Go. The assistance is utilized for a

different cluster of things, including clothing and report or bundle conveyances to

business customers and retail clients. Swiggy is worked by Bundl Technologies

Private Limited.
History

In 2013, the two originators, Nandan Reddy and Sriharsha Majety, planned a web

based business site called Bundl to work with messenger administration and

transportation inside India. Bundl was stopped, and was rebranded to enter the food

deliverymarket. At that point, the food deliveryarea was in disturbance as a few

striking new companies, like Foodpanda (later procured by Ola Cabs), TinyOwl

(later gained by Zomato) and Ola Cafe (later shut) were battling. Majety and Reddy

moved toward Rahul Jaimini, once in the past with Myntra, and established Swiggy

and parent holding organization Bundl Technologies in 2014. The organization

constructed a devoted deliveryorganization and developed quickly, principally

determined by the attention on coordinations and securing distinct advantages.

In May 2020, Swiggy laid off 1100 representatives during the COVID-19 pandemic.

In August 2020, the organization dispatched their basic foods deliverystage called

InstaMart. In 2021 the organization declared that it would take care of the

inoculation expense for its deliveryaccomplices. In March Swiggy set up Health Hub

across Chennai, Tamil Nadu.

Investments and acquisitions

In 2015, the company began attracting external investments. The first was a $2

million investment from Accel and SAIF Partners, along with an additional

investment from Norwest Venture Partners. The next year, Swiggy raised $15

million from new and existing investors, including Bessemer Venture Partners and

Harmony Partners.

In 2017, Naspers drove a $80 million financing round into Swiggy. Swiggy got $100

million from China-based Meituan-Dianping and Naspers in 2018 and a series of

speculations helped the organization's valuation to more than a $1 billion.

In February 2019, Swiggy obtained Bengaluru-based AI startup Kint.io. In April

2020, Swiggy got around $43 million financing which esteemed the organization at

$3.6 billion. Swiggy gained Bangalore-based Asian food fire up 48East in 2017.

Swiggy later gained Mumbai-based Scootsy Logistics, a striving food and style

delivery administration, and later shut it down. It obtained a Mumbai-based milk

delivery startup Super Daily in an all money bargain. In 2019, the organization put

Rs 31 crore in Mumbai-based prepared to-eat food brand Fingerlix.

The organization brought $800 million up in Series J round financing from Falcon

Edge Capital, Goldman Sachs, Think Capital, Amansa Capital and Carmignac, just

as existing financial backers Prosus Ventures and Accel esteeming Swiggy at around

$4.9 billion.
 HISTORY
Swiggy can be called a second entrepreneurial venture of co-founders Nandan

Reddy and Sriharsha Majety, first one being, Bundl. Both the co-founders ate

alumni of BITS, Pilani and after years of working and interning, they got together

to introduce their joint venture, Bundle which is a logistics aggregator that joins

together SMEs to Courier Service Providers. The business was doing perfectly fine

but the founders were not satisfied and realised that there is a great unexplored

potential in the food industry of India.On the footprints of logistics, both the

founders wanted something in the food industry which was related to technology

and operational offline as well. 14th August 2014 was the date of inception for

Swiggy, a dream project turned into reality by Harsha and Reddy. Swiggy was

India’s first online food ordering and delivering platform.Both of these co-founders

reached out to Rahul Jaimini to do the coding of the website and mobile app and

welcomed him as a co-founder in Swiggy.

 Swiggy start-up story
Nandan Reddy (29) and Sriharsha Majety (31) the two graduated class of Birla

Institute of Technology and Science (BITS) Pilaniare second-time fortunate

business visionaries. Back in the year 2014, they cooperated on their initially

startup adventure, Bundl,a coordinations aggregator that associated little and

medium organizations to messenger specialist co-ops. The business got going fine.

Nonetheless, after nearly 12 months into it, they understood their center expected

to transform from the messenger administration field to the food business.

In the extended time of working with similar individuals. Nandan and Sriharsha

acknowledged there was a solid requirement for an online hyperlocal coordinations

organization in the café business. By 14 August, the team realized their fantasy by

carrying out Swiggy, the country's first online food requesting stage. They roped in

Rahul Janimini, an IIT Kharagpur graduated class, to accomplish coding work for

the stage.

Back in 2014, Swiggy was established in an office space in Koramangala,

Bangalore. One area, six deliverychiefs and 25 accomplice cafés are what Swiggy

got going inside the start, Growing at 25% month-on-month, Almost four years

into the field, Swiggy presently has a significant presence in Delhi, Mumbai, Pune,
Bangalore, Hyderabad, Chennai, and Kolkata. Not simply that, they are banded

together with 12,000 cafés and more than 13,000 deliverychiefs. As per the RoC

information recorded by the organization, the total assets of the organization is Rs

3,86,34,590 with a turnover of Rs 7,41,702.

Coming from a foundation of business people, Sriharsha (Harsha) Majety,

originator and CEO of Swiggy says, "Business venture was consistently in my

blood. My dad runs an eatery in Vijayawada and plans to put resources into the

friendliness area and my mom is a specialist by calling and has her facility. She is

additionally intending to begin her chain of salons. Seeing my relatives being in

control, and assuming liability for what they do was a motivation from early

years." says Harsha.

He likewise attributes his excursion to seeking after an Engineering certificate at

BITS Pilani, where he got a chance to meet individuals from various foundations

and societies. "I think those were my early stages. In contrast to different schools,

Pilani never constrained understudies with participation, which gave us a great deal

of time to seek after our interests. I met a many individuals and fiddled with a great

deal of interests like testing, photography, and travel.

Being a movement buff, Harsha went on a great deal of hiking trips across South-

East Asia and Europe. His voyaging interests showed him something new or two

with regards to the world, which has likewise helped in his enterprising excursion.
In one of his hiking trips, Harsha acknowledged how to handle disappointments

and ineptness with serenity and tolerance. "I went on a bike trip across Portugal

and was not in the slightest degree ready for the climate conditions. I was depleted,

abandoned and very nearly abandoning the outing. I was helped by my vacation

have, who took me in and ingrained the certainty to proceed with the excursion. I

was under a great deal of pressing factor and he just revealed to me that assuming I

can't cycle uphill, I should hitch a ride uphill, and cycle just downhill. Which

appeared well and good then, at that point. He additionally caused me to

comprehend that it was alright to respite and get some much needed rest and

ponder the drawn out objective and not transient disappointments."

These occurrences have molded Harsha, and even today he feels that the issues of

present moment can be settled by making an effort not to put a lot of pressing

factor and contemplating the drawn out objectives. "I think I have attempted to

apply the Zen approach in life to the degree conceivable and this has been

massively useful in acquiring some poise. That entire outing was around 90 days of

cycling which was around 4,000 km without anyone else from Portugal to Turkey."

As indicated by Harsha, one-character characteristic that has formed him as a

business visionary is determination.

"I was obstinate about doing things that energized me and was prepared to invest in

it".
This is one reason why he decided to surrender grounds arrangements and required

a one-year hole prior to joining IIM-Calcutta For Harsha, the motivation came

from Phanindra Sama, Founder of RedBus. In 2006, when Sama talked about his

endeavor plans of opening up to the world, Harsha thought it was an insane

thought. However, in the wake of getting back to India he saw the development of

the RedBus, which ingrained going all in.

He began meeting and examining thoughts with Nandan Reddy (Co-organizer,

Swiggy) and both saw a tremendous open door in the internet business industry

with effective stages like Amazon, Flipkart, e-Bay and that's just the beginning.

One thing both made certain of was doing a business that is a blend of innovation

occupations just as disconnected positions. "We felt that we will see that upper

hand by being not simply an unadulterated programming organization or not

simply an unadulterated disconnected organization," adds Harsha

They understood saw potential in the disorderly coordinations and transportation

area inside the web based business industry, and along these lines was conceived

their first endeavor, Bundl, in August 2013.

From the hour of its initiation, this online stage has collected huge amounts of cash

which more than demonstrates Swiggy's worth as a food requesting stage.

Beginning from disclosure through visual menus, enormous decrease in

deliverytime and no base request, Swiggy has turned into the most noteworthy

utilized online stage. With more than 12,000 cafés in their program, industry best

normal deliveryseason of 37 minutes and diminished overhead expenses, Swiggy

 has situated itself at the highest point of this field. To ensure they are hanging

around for the since a long time ago run, Swiggy has dispatched a large group of

energizing provisions like Swiggy Pop, Swiggy Access and Swiggy Schedule.

With consistent improvements in their innovation, Swiggy has ensured it has

gotten the main situation in the nation concerning the online food requesting food.
 Why they developed it?
For two of the founders, Majety and Reddy, Swiggy wasn’t their first rodeo

together, so to speak. The two BITS-Pilani graduates had come together in mid-

2013 to work on an idea that would fully capitalise on the Indian e-commerce

boom. The duo built a technology product called Bundl that aimed to address a

massive pain point in Indian e-commerce—shipping goods across the

country.Unlike its peers Zomato, Foodpanda and TinyOwl, Swiggy was convinced

that the only way to crack the food delivery market was to build an extensive

logistics network.With Bundl, Majety and Reddy were looking to connect courier

companies across India and help them coordinate with each other, while delivering

goods for small and medium businesses. The two soon realized there was an even

bigger opportunity. After brainstorming sessions, they took the call to shelve Bundl

and, instead, attempted to crack the food-delivery space, which in their eyes was

ripe for disruption. However, significant challenges lay ahead. While India was

experiencing an unprecedented internetstartup funding boom, investors, the world

over, were also starting to become wary of the food delivery space, questioning

whether it was possible for any venture to build a sustainable and sound business

model. Most food delivery startups were running with hundreds of crores in losses.

Besides, several startups, such as Dazo and Eatlo, were shutting shop, while others

were acquired. Hyper-local grocery delivery startup Grofers bought Spoonjoy. The
likes of TinyOwl and Foodpanda were struggling. Cab-hailing service Ola, which

had made a play into food delivery with Ola Cafe, soon shut it down.Majety and

Reddy, who later brought on board a former Myntra software engineer and IIT

alumni Rahul Jaimini as Swiggy’s third co-founder, realized early on that they

needed to stand out from the rest of the crowd.

 Business model of swiggy

The plan of action material of Swiggy depends on a hyperlocal on-request food

deliverybusiness activity. Functioning as an extension among cafés and clients,

Swiggy uses an inventive innovation stage that fills in as a solitary resource.

Their application permits metropolitan foodies to arrange food from adjacent

eateries and get it conveyed at their doorstep. A wide rundown of eateries and their

menus with costs are shown in the application to pick and request from.

Aside from collecting eateries, Swiggy likewise has its own armada of

deliveryaccomplices. They get orders from accomplice eateries and convey it on-

request in under 30 minutes.

Since Swiggy works as a double association model, it likewise helps eateries that

can get additional orders from clients utilizing their own Swiggy application.

When the request is put in, they will realize the request subtleties, set up the request

and convey it to Swiggy drivers. Thusly, eateries don't have to utilize their own

deliverywork force, saving expenses and endeavors. All the Swiggy drivers in the

area get a transmission signal on their own Swiggy drive application when the

request is put. After they acknowledge the request, they convey it directly on the

client's doorsteps.

1. Customer Segments of Swiggy

The customer segments of Swiggy incorporate those individuals who don't wish to

go out to cafés and restaurants to purchase food. Individuals who need to arrange

food on the web and need to get it conveyed at their doorsteps are the key clients of

Swiggy.

After its new business development, individuals who need to purchase and get

different items conveyed from neighboring shops and stores of food, drug stores,

hardware, rose shops and gift shops in the city are additionally Swiggy's clients.

Hardly any instances of stores right now accessible on Swiggy stage are Sodhi Super

Marche, Garg Dastak, Best Basket and V.M Retail.

2. Value Propositions of Swiggy

The main value proposition of Swiggy is its no-restriction order policy and efficient

online payment system.

Swiggy has no base request necessity for deliverywhich is the reason it regularly

gets orders added up to not as much as Rs. 100. It is the justification behind Swiggy

increasing to 14 million orders each month. Simple admittance to clients on Swiggy's

application is the primary incentive presented to café accomplices on the stage.

Likewise, accomplice cafés that join Swiggy's Access can set aside to 25% of their

functional expenses. Swiggy Stores convey food, blossoms, medications, and

different things to the doorstep of its clients inside 60 minutes. Swiggy Go – It offers

moment pick and drop administrations utilized by clients to send bundles, lunch

boxes to their children, records to the workplace, and packages anyplace across the

city. Likewise, clients can utilize Swiggy Go administrations to drop clothing or

bring neglected keys. Swiggy gives 8 distinct installment techniques to its clients to

pay helpfully for Swiggy orders. These can be arranged 3 ways:

Digital Wallets

 Paytm – Pay through your Paytm account and enjoy plenty of wonderful

offers and food deals.

 PhonePe – Get the ultimate convenience by paying through PhonePe, the

simplest digital wallet for online payment.

  Freecharge – Swiggy has also included Freecharge as an online payment

method to facilitate its customers efficiently.

 Mobikwik – Now you can collect SuperCash through Mobikwik’s offers. So,

get ready to avail amazing benefits on many services.

Cards

Credit and Debit Cards – Via Swiggy’s net banking facility, you can use any debit

and credit card. Plus, you can also avail great offers on them, and you can even save

your card details for your future payments.

Sodexo Meal, Ticket Restaurants Meal & Zeta Food Card – Got these meal cards?

Great! Use them on Swiggy for your food orders.

Others

LazyPay – Pay now or pay later for your meals, LazyPay is here on Swiggy for you

to handle your lazy moods of payments!

Cash-On-Delivery – Old is gold, isn’t it? Pay for your Swiggy orders in cash if that

is more convenient for you.

Another value proposition is its delivery competency. Its fleet size increased to

45,000 delivery personnel. It has over 20,000 active restaurant partners on its

platform.
It’s operating in 8 cities and has even launched a central kitchen base facility for

various restaurants. Swiggy has more than a million app downloads.

3. Customer Relationships of Swiggy

Swiggy has positive client connections. It gives every minute of every day dynamic

client assistance to help clients whenever, anyplace. It utilizes 'Client assistance

Chat' administrations. It likewise has dynamic online media pages where it reacts

speedily. To keep in contact with its clients and accomplices, it has created

phenomenal rating, survey, and criticism frameworks.

4. Channels of Swiggy

The channels of Swiggy are mobile app, websites, and digital marketing. Its mobile

app is available on both Android and iOS. In 2019, Swiggy launched Swiggy Stores

and Swiggy Go to expand beyond food delivery.

5. Key Resources of Swiggy

As it has corporations with local restaurant and shops, its core possessions are local

partners. To name a few, Biryani Blues, Keventers, BombayKery, Wok Paper

Scissors, and Yogisthaan are the successful restaurants at Swiggy.

Other key resources are delivery providers and its own human resources to manage

administrative and technical operations. Technology is another resource it uses to

operate its apps.

6. Key Activities of Swiggy

 Its key activities include:

 Building partnerships with eateries and retail shops

 Hiring delivery providers and suppliers (full-time/part-time/freelancers)

 Acquiring customers and managing their orders

 Managing delivery and payment process

 Managing technical operations

 Updating system and building IT infrastructure

 Handling queries and concerns of customers and partners

 Picking and delivering items for customers via Swiggy Go

7. Key Partners of Swiggy

 Restaurants and shops– Restaurants who wish to have food

deliveryadministrations to furnish clients with food on-request. Other than

restaurants, key accomplices of Swiggy are shops (like drug stores, food, and

so forth) who wish to offer their own items and administrations as Swiggy's

accomplice.
  Supermarkets like Sodhi Super Marche, Garg Dastak, and Best Basket are not

many of the Swiggy accomplices. While it is presently on the exploratory

discussions with numerous online pharma players like MedPlus, Medlife,

PharmEasy, and Myra to join forces with them.

 Instagram – Swiggy as of late joined forces with Instagram permitting

organizations to share Instagram's food request sticker on their accounts with

clients. Clients can tap on the stickers to put in comparable requests utilizing

Swiggy's site.

 Deliverysuppliers – These are the deliveryproviders. They can be full-time or

consultants who wish to work and bring in some additional cash. For the

initial 4 km, Swiggy pays deliveryyoung men Rs. 4 for every km. It then, at

that point pays Rs. 6 for every km after they have voyaged 4 km. Also, they

are paid an extra Rs.20 in unseasonal climate like blustery days. Likewise,

Incentives are given based on useful execution.

8. Cost Structure of Swiggy

Swiggy needs to bring about expenses and consumptions for its everyday capacities.

Its significant expense sources are:

Finance costs for its workers and conveyance accomplices. It additionally

incorporates impetuses and benefits which Swiggy offers to eateries. For instance,

giving a commission of around 2-3%.

• Costs of application and website advancement

• Running expenses and upkeep charges

• Administrative, publicizing, and showcasing costs

• Additional costs as far as special offers and advantages given to clients

• Kitchen base-like office arrangement and upkeep costs

• Returns, discounts, and random costs

9. Revenue Streams of Swiggy

Now, comes the most critical question:

How does Swiggy make money?

To get a definitive answer, we need to analyze Swiggy’s Revenue Model. As it’s

expanding its business strategy and operations day by day, the revenue streams of

Swiggy are also considerably increasing.

There are mainly 6 revenue streams at present through which Swiggy makes

money:

1. Delivery charges

The principal sort of income stream Swiggy acquired is from its clients. An

ostensible deliveryexpense of Rs. 20 to Rs. 40 is charged from clients on orders

under an edge worth of Rs. 250. Swiggy raises the charges during high request

requests or surprising climate conditions.

2. Commissions
Swiggy obtains one more significant piece of the income stream from commissions.

It gathers commissions from cafés to create prospective customers and to convey

their food things through Swiggy's armada. Cafés need to pay 15% to 25% on each

request put from Swiggy's site.

3. Promoting

Swiggy acquires publicizing income in the accompanying manners:

Pennant Promotions – Swiggy advances and shows advertisements of different cafés

on its application. Cafés, identified with various districts, get more prominent

perceivability by means of standard advancement and follow through on cost for the

showed page.

Need posting of cafés – Swiggy charges eateries premium rates to give them need in

the rundown of accessible eateries. An eatery needs to pay high assuming it needs

to be shown higher on the rundown.

4. Swiggy Access

A totally novel thought dependent on the cloud kitchen idea, Swiggy concocted its

Swiggy Access office. It gives prepared to-utilize kitchen spaces to its café

accomplices in those spaces where they don't work. Determined to bring food closer

to its clients, Swiggy empowers eateries to set up their kitchens in new areas and let

the food conveyed to them at the quickest speed.

Expecting around 25% of incomes in 2 years, Swiggy grows its cloud kitchen model

to incorporate 30 cafés locally available with 36 kitchens to four new urban areas.
5. Swiggy Super

Swiggy has dispatched an enrollment program called 'Swiggy Super' for clients. This

program offers limitless free deliveryon all orders above ₹99. In the wake of buying

in to this program, clients don't need to pay flood valuing during unreasonable

requests.

6. Swiggy Go

Another income stream for Swiggy is an attendant service Swiggy Go that was

dispatched in 2019 to offer moment pick and drop administration. Through Swiggy

Go, the organization acquires by assisting clients with sending, pick, and drop

anything to and from various areas anyplace across the city.

7. Subsidiary Income

Swiggy acquires income by cooperating with different monetary foundations like

Citibank, HSBC, and ICICI Bank. This subsidiary pay is a new yet effective income

stream where the two players advantage. It additionally permits clients to get a few

charge card offers from those monetary organizations.

 Problem statement
In general, a problem statement will outline the negative points of the current
situation and explain why these matters. Online food ordering is gaining
importance in our country and in no time, food ordering companies such as
Zomato, Swiggy, Uber eats etc. got good customer base. With so much of
success, there are still some issues with online food ordering like many customers
do not feel comfortable while making online payment or unable to verify the
quality and variety of food online and on the top of it, corona virus impacted these
companies in a big way as most of us are hesitant to order food online.

Despite the surging popularity of online food ordering platforms like Zomato,

Swiggy, and Uber Eats, several challenges persist, hindering the overall user

experience and hindering the industry's growth. These issues include customer
hesitancy towards online payments, difficulties in verifying food quality and

variety online, and the impact of the COVID-19 pandemic, which has instilled a

sense of apprehension among many regarding online food orders.

Additionally, concerns regarding food safety and hygiene, particularly during the

pandemic, have further exacerbated the situation. Furthermore, the prevalence of

misleading food imagery and inaccurate menu descriptions on online platforms can

lead to customer dissatisfaction and erode trust in these services. Addressing these

issues effectively will be crucial for online food ordering platforms to maintain

their customer base and foster continued growth in the industry.

CHAPTER 2

LITERATURE
REVIEW
Literature review
1. N. Gupta & S. Verma (2020), "Consumer Preferences and Perceptions in

Online Food Delivery: A Case Study of Swiggy":

In their study, Gupta and Verma explore the factors influencing consumer

preferences and perceptions in the context of online food delivery services, with a

focus on Swiggy. The study employs surveys and interviews to gather insights into

customer preferences, delivery speed, food quality, and the overall experience with

Swiggy. The findings highlight the significance of timely and reliable deliveries and

the impact of user-friendly interfaces on consumer satisfaction.

2. R. Sharma & K. Singh (2019), "A Comparative Analysis of Consumer

Perception on Online Food Delivery Platforms: A Case of Swiggy and

Zomato":

Sharma and Singh conduct a comparative analysis of consumer perceptions

regarding two prominent online food delivery platforms, Swiggy and Zomato. The

study investigates factors such as service quality, pricing, variety of cuisine, and user

interface. Through a structured questionnaire, the researchers gather data from users

of both platforms to identify key drivers of consumer preference and satisfaction.

3. A. Patel & M. Shah (2018), "Consumer Trust and Loyalty in Online Food

Delivery Services: A Study on Swiggy Users":

 Patel and Shah delve into the dimensions of consumer trust and loyalty in the

context of online food delivery, with Swiggy as the primary focus. The study

examines the impact of factors like order accuracy, delivery reliability, and customer

service on building trust and fostering loyalty among Swiggy users. The research

utilizes both quantitative surveys and qualitative interviews to gain a comprehensive

understanding.

4. S. Mehta et al. (2017), "Factors Influencing Consumer Choice in Online Food

Delivery Platforms: An Empirical Study on Swiggy":

Mehta and colleagues investigate the factors influencing consumer choices in

online food delivery platforms, with Swiggy as the central case study. The study

employs a mix of qualitative and quantitative research methods to analyze the

significance of factors such as discounts, delivery time, and restaurant partnerships.

The findings contribute valuable insights into the key determinants shaping

consumer decisions on Swiggy.

5. P. Chatterjee & A. Banerjee (2016), "Technology Adoption and Consumer

Behavior in Online Food Delivery: A Study of Swiggy Users in Kolkata":

Chatterjee and Banerjee explore the relationship between technology adoption and

consumer behavior in the context of online food delivery, focusing on Swiggy users

in Kolkata.
 CHAPTER 3

Research Methodology
 Research Methodology
MEANING OF RESEARCH:-

Research simply means a search for facts – answers to questions and solutions to

problems. It is a purposive investigation. It is an organized inquiry. It seeks to find

explanations to unexplained phenomenon to clarify the doubtful facts and to correct

the misconceived facts.

Young defines Research as “a scientific undertaking which, by means of logical and

systematic techniques”, aims to:

(a) Discover of new facts or verify and test old facts,

(b) Analyze their sequences, interrelationships and causal explanations,

(c) Develop new scientific tools, concepts and theories which would facilitate

reliable and valid study of human behaviour.

(d) Kerlinger defines research as a “systematic, controlled, empirical and critical

investigation of hypothetical propositions about the presumed relations among

natural phenomena”.

Survey method: It is a fact-finding study. It is a method of research involving

collection of data directly from a population or a sample thereof at particular time.

Its purpose is to provide information, explain phenomena, to make comparisons and

concerned with cause and effect relationships can be useful for making predications.

Sampling: Sampling is a method that allows researchers to infer information about

a population based on results from a subset of the population, without having to

investigate every individual. ... In probability (random) sampling, you start with a

complete sampling frame of all eligible individuals from which you select your

sample.

Sample size: In this study, sample size would be of 50 individuals who will be

sharing their views on online food ordering and the benefits it offer.

Methods of Sampling

Random sample method:

The method adopted here is random sampling method. A Random sample is one

where everything in the universe has as an equivalent possibility of known chance

of being chosen.

Research Instrument

Questionnaire:
A questionnaire is a carefully complied logical sequence of questions directed to a

define objective. It is the outline of what information is required and the framework

on which the data is built upon. Questionnaire is usually used in securing marker

information that its preparation deserves utmost skill and care.

Collection of data:

One of the important tools for conduction market research is that availability of

necessary and useful data. Data collection is more of an art than a science. The

methods of marketing research are in a way the methods of data collection. The

sources of information fall under two categories.

Internal sources:

Every company has to keep certain records such as accounts, reports etc. these

records provide sample information which an organization usually keeps collection

in its working.

External sources:

When internal records are insufficient and required information is not available, the

organization will have to depend on external sources of data.

CHAPTER - 4
DATA COLLECTION
AND ANALYSIS
 SWIGGY funding
Swiggy has raised $2.4 b in total funding across 10 funding rounds for a $130 m
valuation.
 SWOT ANALYSIS of swiggy

Strengths

1. Fast Delivery

Swiggy is renowned for its fast delivery administration. Its specialized stage is ready

so that it acknowledges orders from clients dependent on its area, and the food would

be taken from the closest inn of the clients. The clients would get the lodgings that

are close to them in their interface. With this model, Swiggy can proficiently handle

the orders for each client.

2. Slick User Interface

For clients to see easily, Swiggy has kept an incredible interface to take their orders.

Its UI is flawlessly organized such that the lodgings are recorded, and its menu and

rates can be seen on tapping the inn. At the point when the clients pick their lodging

and food, its installment entryways are likewise straightforward, and every one of

the offers that the clients are qualified are recorded. Then, at that point it takes to the
installment cycle, and the exchange gets finished. When the request is done, clients

can likewise really look at the live update of their request.

3. Trained Employees

One fundamental strength of the brand is its prepared workers. The front and the

back-end groups are very much prepared and get the assistance conveyed for the

clients.

4. Wide Selection

One more strength of the brand is the wide determination it has of the diners. It gives

different determination of diners at the close by area and with a broad menu

accessible there. It would likewise show you the restaurants dependent on your

inclination, regardless of whether veggie lover and non-vegan.

5. Perfect Packing

Swiggy conveys food to its clients with a slick pack. The cleanliness part is likewise

very much kept up with.

Weaknesses

1. Targets Zonal Restaurants

Swiggy takes orders that are just from the eateries situated inside the zone of the

clients. Numerous contenders increment the client's necessity and extend to more

eateries.

2. Expansion in Brand Name

As of now, Swiggy's image mindfulness is less, and it needs to focus closer on

marking. Swiggy ought to make really showcasing methodology to have the right

brand picture.

3. DeliveryCharges

The brand brings about some deliveryand pressing charges from the client wherein

the absolute bill sum would increment. Along these lines, this is an incredible soft

spot for the brand since certain clients may wonder whether or not to arrange through

the stage as it would cost an additional sum.

Opportunities

1. Trend-setter of this Idea

Swiggy was the principal online stage for food deliveryand the first to get this

support of the market. They have shown new strategies to convey food and sees

more freedoms to serve the clients.

2. Developing Marketplace

Swiggy sees an immense chance in the market as there are numerous likely clients.

They have many individuals and prone to increment with the goal that it would help

the brand. At the point when clients increment, the brand likewise increments.

3. Expansion in Market Share

Swiggy can build its situation in the market by showing its place more on the

lookout. It can further develop its portion of the overall industry by zeroing in

additional on its marking. Swiggy ought to put more in marking so it tends to be

reachable to many.

4. More Service

Swiggy should discover approaches to join more assistance in its tasks. It ought to

likewise attempt approaches to eliminate the deliverycharges so that there would be

more clients streaming in.

Threats

1. Less Customers
At present, Swiggy has not many clients, and this is a critical danger to the brand.

When there are less clients, it is hard to expand their deals that would affect its

benefit.

2. Expanding Competitors

Swiggy sees numerous contenders from a limited scale. At the point when new

contenders emerge, they will give new offers, and now and again individuals may

will in general change to the new brand. Along these lines, thusly, it is a huge danger

to the brand.

3. Expansion in Health-Conscious Peopl

Nowadays, people are more prosperity insightful and slant toward less of outside

food. Not seeing the bistro region and tidiness of the submit, people would puzzle

over whether to orchestrate food on the web. This is a significant risk to the brand.

The SWOT examination of Swiggy referred to in this article has highlighted the key

characteristics of the brand that surfaces from its speedy deliveryadministration,

having a smooth UI, having arranged and capable specialists, including a wide

assurance of cafes, and squeezing the food impeccably.

Its inadequacy is seen from its target zone that fuses simply the customer's zone, less

brand picture, and causing a deliverycharge for each solicitation. Its possibilities are

seen in being the trailblazer of the idea, creating business focus to flourish, and an

addition in the part of the general business.

It sees risks from its adversaries, having less customers, and an extension in

prosperity mindful people who may puzzle over whether to organize food on the

web.
Impact of covid019 on online food ordering

As indicated by a review by LocalCircles in May 2020, around 65 percent of

respondents would not like to arrange eatery nourishment for conveyance inside 30

days after the (COVID-19) lockdown got lifted. Conversely, around three percent

said they would arrange multiple occasions inside this period.

Consumer sentiment after the 2020 lockdown

The Indian government forced a cross country lockdown from March 25 to May 31,

2020. Like different nations, India's economy was hit hard by the actions for certain

enterprises like the travel industry, friendliness, and flight almost halting. Customer

feeling plunged from 106 in February to 44 in May 2020 in provincial regions. In

metropolitan regions, this dropped from 104 to 37 during a similar time-frame. As

far as professional stability, the discernment stayed stable, though the trust later on

monetary circumstance diminished fundamentally during the lockdown.

The food delivery industry: winner or loser of the crisis?

Food conveyance expected to blast during the lockdown time frame when eating

out was confined. Nonetheless, an overview by Rakuten in June 2020 showed that

numerous Indians requested less food and, all things being equal, chipped away at

their home cooking abilities. Papers announced that the two central parts on the

conveyance market, Swiggy and Zomato, needed to excuse a portion of their

drivers or decreased the compensation. After the lockdown, when individuals

became accustomed to their "new ordinary", the food conveyance market

assembled pace once more.

 SURVEY DATA

1. Which age group do you belong to?

Age Group No of respondents

18-25 26

25-35 14

35-50 7

50+ 3

No of respondents

18-25 25-35 35-50 50+

- Based on the pie chart you provided, the following interpretations can be made
about the age of people who filled out the form:

 The majority of respondents (35%) are in the 25-35 age group.

 The next largest age group is 35-50 (20%).
 The 18-25 and 50+ age groups are both represented by 25%.
 The pie chart indicates that the form was completed by a relatively young
population, with over 80% of respondents under the age of 50.
2. Do you avail the services of online food ordering apps like Zomato and
Swiggy?

Yes 38
No 12

YES
NO

- According to the pie chart, 80% of people avail the services of online food

ordering apps like Zomato and Swiggy. This means that the remaining 20%

of people do not use these apps. Which means these apps are quite popular

and used by different demographic of people.

3. Have you tried ordering food from Swiggy?

Criteria Frequency
Yes 36
 No 14

Chart Title

NO 14

YES 36

0 5 10 15 20 25 30 35 40

- Based on the data in the image, it is reasonable to conclude that Swiggy is a

popular food delivery service that is growing in popularity. The data also suggests
that most people who try Swiggy are satisfied with the experience.

4. Do you find variety of food in Swiggy application and if yes, is the quality
good?
Criteria Frequency
Yes 44
No 06
 CHART TITLE
Yes No

- Yes, the pie chart you sent shows that 94% of people find a variety of food on

the Swiggy app. This is a very high percentage, which suggests that Swiggy offers

a wide range of cuisines and dishes to choose from.

5. Do you think online food ordering is better than visiting restaurants in

actual?

Criteria Frequency
Yes 38
No 12
 CHART TITLE
40

35

30

25

20

15

10

0
Yes No

- This shows that people prefer more to use online food delivery like swiggy. Rather
than going out to dine in restaurant.

6. Did corona virus impact your online food ordering?

Criteria Frequency
Yes 27
No 23
 Chart Title

No

Yes

21 22 23 24 25 26 27 28

- This suggests that the COVID-19 pandemic had a positive impact on online

food ordering, as more people began to order food online during this time.

7. How often do you order food online?

Criteria No. of respondents

Daily 4
Once or twice a week 12
Once or twice a month 28
Ocaasioanlly 6
 No. of respondents
30

25

20

15

10

0
Daily Once or twice a Once or twice a Ocaasioanlly
week month

- This data suggests that food delivery is popular, with many people ordering food

online on a daily or weekly basis. It is also worth noting that a significant number

of people order food online occasionally, suggesting that food delivery is seen as a

convenient option for special occasions or when people are too busy to cook.

8. Swiggy offers several offers and discounted offers on regular basis, are these
offers good and exciting?

Criteria Frequency
Yes 44
No 06
 Yes

Frequency Percentage

- The data shows that 44 people (88%) find Swiggy's offers good and exciting,

while 6 people (12%) do not. This is a very positive result for Swiggy, as it shows

that the vast majority of its customers appreciate its offers.

9. If you are happy with Swiggy, will you recommend this to others?

Criteria Frequency
Yes 37
No 13
 Chart Title
40

35

30

25

20

15

10

0
YES NO

- Based on the graph in the image, 80% of the respondents would recommend

Swiggy to others. This suggests that the majority of Swiggy customers are happy

with the service.

10. What is the best thing about online food ordering?

Criteria No. of respondents

Quality 9

Saves time of cooking food 19

Variety of options 16

Big discounts and promotional 6

schemes
 No. of respondents

Quality Saves time of cooking food

Variety of options Big discounts and promotional schemes

- These results suggest that people value convenience and time-saving when it
comes to online food ordering. They also appreciate having a variety of
options to choose from and the potential to save money through discounts and
promotions.
CHAPTER – 5
FINDINGS
FINDINGS

1) Swiggy was launched by two engineers who were staying away from home

and were struggling to get good food delivered at their doorsteps.They knew

at that time no other organisation started this idea of food delivery method in

their immediate surrounding,i.e, the Koramangala area in Bangalore.They

started taking online services from the Koramangala area which housed

some of the best restaurants.Swiggy then gradually expanded throughout

Bangalore and other cities in India like Delhi, Pune, Gurgaon, Hyderabad,

and more.Swiggy got the idea of updating their customers about their orders

and so they introduced live-order tracking.They keep changing their app

layouts, bringing several restaurants with exciting offers and unique

offerings such as ‘Swiggy Meal for One’, ‘Mealbox Options’ and ‘Pocket-

Friendly.

2) Swiggy used technology in a creative way to power its delivery

services.They first started with their app which gave customers different

choices of food to choose from different restaurants. After launching the app

in order to ensure that food was delivered on time, Swiggy introduced live-

order tracking. Like other on-demand delivery startups, Swiggy too

integrated the Google Maps application program interface (API) which let

the customers know where their order was and how much time it would take

for the order to be delivered. That allowed them to track the DE’s current

location with accuracy.

CHAPTER – 6
RECOMMENDATIONS
RECOMMENDATIONS

 Swiggy should engage more in advertisement & sales promotion activities

so that the consumers can be more attentive to the product. If it is possible

than revenues and profits will be increased.

 Swiggy should plan to add more number of restaurants to serve more

customers.

 Company should offer more discounts and schemes to attract new

customers and retain old customers.

 They should conduct the regular survey of some random offers and

programs launched by food delivery companies so that they can know the

taste and desires of the consumers.

 Swiggy can expand its business model by the following steps:

● Swiggy utilises a customer management system: -

By following a good customer management system it can improve its

company image thereby helping it to expand tovarious regions.

● Research the competition: - By researching the competition in various

areas they can confidently expand by having an upper hand in knowing the

competitors.

● Identifying new opportunities: -Seizing new opportunities can help in

automatically expanding if they make good use of the opportunities and

become a success.
● Form strategic partnership: -Forming a strategic partnership with other

companies or restaurants in unknown areas will be a base for expanding in

those particular areas

CHAPTER – 6
CONCLUSION
 CONCLUSION
The infiltration of the Internet and cell phone has made it simple for business
visionaries to target buyers. Expanding utilization of cell phones is one of the
vital variables behind the development of the online food conveyance market.

At the point when any business is venturing into the computerized world, it
expects appealing returns as far as income and client base. Regardless of
business size and type, everybody is making their portable application to draw
in more clients.

Portable applications for sure assume a significant part in any online business,
including the food conveyance market. In case you are new to the food
conveyance market and need to hit the market, putting resources into a
portable application can be the best advance you can at any point take. Prior to
talking about the future pattern of the food conveyance market, we should
examine some fascinating figures that will stun you.

• Revenue age from the online food conveyance market added up to

$94385m in 2019.

• Revenue is relied upon to produce a yearly development pace of 10.3%

and will cross $134,490m by 2023.

• There has been a steady expansion in clients who are utilizing on the web
conveyance applications two times every week.
• It is accepted that online food conveyance applications are created with
the expect to diminish time and deal solace to the clients.

• As per Statista, more than 1.2 billion individuals utilize online food
conveyance applications across the world.

Key development driver of the market

In the new years, the quantity of working ladies has expanded in the Indian labor
force, particularly in the city-based coordinated areas. Subsequently, the
quantity of twofold pay families in likewise on the ascent. With both the
accomplices working and keeping up with furious working timetables, it become
hard for individuals to get time and energy to cook at home. Also, the double
pay situation has expanded the general spending limit of the families. Likewise,
the central participants like Swiggy, and Zomato continue to declare worthwhile
proposals for the clients, both existing and new, to keep up the firm rivalry in
the online food requesting market.

Key obstruction to the development of the market

As of late, there have been a few examples of misleading and shut cafés;

and food shops taking requests on food stages, just to be educated later

that either the shop can't be found or had closed tasks. Cases were

accounted for where certain outlets enrolled on these food conveyance

applications have ended up being improvised, or work out of home joints,

with barely any emphasis on cleanliness and quality. This has caused
irritation among both the clients and the food conveyance chiefs.

Additionally, customers are becoming worried about the nature of food

since such unapproved food slows down only from time to time keep up

with cleanliness both while cooking and bundling.

CHAPTER – 6
BIBLOGRAPHY
 BIBLIOGRAPHY AND
REFERENCES

BIBLIOGRAPHY AND REFERENCES

https://bard.google.com/

https://www.scribd.com/

https://www.studocu.com/

https://www.swiggy.com/