CHAPTER – I

INTROODUCTION
A STUDY ON CUSTOMER PERCEPTION TOWARDS ONLINE FOOD ORDERING APPS WITH REFERENCE
TO ZOMATO APP

The recent development of the Internet has augmented the e-commerce industries in a country like
India. E-commerce development has made Online food ordering services seamless for people who
want to get food delivered at their doorstep. Although consumers continue to go out for the meals,
consumers feel very convenient to order food online since it frees the customer from personally
visiting the restaurants.

The format of home delivery or the takeaways have gained a lot more customers in locations such as
malls, offices and big-party orders for residential complexes. People missing breakfast on the way to
work, order-in. People who desire a better choice of corporate lunch or party, order in too. Everyone
seems to be in awe of the online food order and delivery option for the convenience and immediate
source of food at home. Besides, the convenience of ordering groceries from your mobile app or web
browser has certainly taken away some market share from the trusted ‘kirana’ or the mom-n-pop
stores.

India is the 6th largest grocery market in the world, but the organized sector as run by some
orthenine mentioned above makes up only for 5-8% market share of the grocery business. The vast
ma ority is still owned by these local markets and the mom-n-pop stores. This has some obvious
impacts on the brick-and-mortar formats of in-dining restaurants as more people prefer to have
restaurant-style cuisines right in the privacy of their homes or workplaces, but the impact is not so
much as it may appear to be. The fast-food business in India is only about 2 decades old, and
remains largely unorganized. Given the rate at which the organized sector is rapidly growing, it is
only a matter of time and a much larger chunk of global investments before a really big impact is
made on ongoing restaurant businesses that may not have a delivery-focused format of their own.

The changing urban lifestyle of the average Indian is dramatic enough to be favourable for the food-
on-the–go and quick home delivery models to grow at higher rates. The ever-increasing population
crowded metro cities and longer travel times are drivers for the convenient, ready-to eat and cheaper
options of having food and groceries delivered at your doorstep. Companies that are aware of the
huge potential for growth may venture straight in, but only the fittest will survive. Businesses who
keep their value proposition and their brand active in consumer’s minds, will take the biggest share
of the Indian online food service pie. In this study, our main focus was to analyze the perception of
consumer towards Online food ordering services through Zomato..

In order to understand what factors have played a dominant role to attract consumer in the
developing country like India towards them, we decided to study on the consumer perception on
online food ordering app like Zomato. In today’s world service sector contributes 64.80% in GDP.
Zomato is one of the most popular applications that provide services to the user to discover
restaurants. The rise of digital technology is reshaping the industries. With the increased use of
technology, the number of people engaging into the digital sector are rapidly increasing. Even
Consumers are accustomed to shopping or even ordering online through apps or websites, with
maximum convenience and transparency, expecting the same experience that they would get from
the outlet itself. To match up with the consumer’s expectations apps are providing increased
facilities and services to the customers. This scenario doesn’t exist only in one country but all across
the globe. Being up to date with the customers’ expectations helps firm retain customers to a greater
extent. taurants, bars, pubs and clubs and for dine outs. The registered users are required to post
reviews and rate (on a scale of 1 - 5 stars) the restaurants on the basis of their choice, visit and
experience. The website helps in defining the restaurant/pub/club on the basis of presence or absence
of air conditioning, smoking area, WiFi Internet, stag entry, live performances and outdoor seating
or whether non-vegetarian food and alcohol are served or not.

Zomato also provides information related to cuisines served, operation timings, approximate cost of
a meal for two, credit cards accepted or not. Biggest challenge Zomato is facing under Zomato
Order in India is the delivery. They don’t have their own delivery system like Swiggy & Runner.
Thought they are providing deliveries with their on invested Grab but they are also failing in service.
QSR & Only delivery merchants are getting more orders from Zomato but only issue they are facing
is in delivering it and it’s spoiling the brand of merchants also. I think they need to look into their
delivery services which will be prompt and to rely on. To overcome with issues present study is
conducted.
OBJECTIVES OF THE STUDY

 To study the level of customer satisfaction on online food applications

 To study the factors influencing the customers perception and buying behavior

 To Annaly’s the online food delivery experience

 To understand the concept of online food delivery experiences.

 Pros and Cons of online food ordering

NEED OF THE STUDY

 Researchers have keenly observed that people sometimes are not willing

 To spend hours to enjoy good food at the restaurants. So, he/she was curious

 To know whether such apps can help or not

 Customers to change their perception about the dining experience

SCOPE OF THE STUDY

Scope of the study is limited towards those customers who have experienced such online food

delivery services through Zomato.

 The study is basically conducted to know how consumers perceive the online food delivery

services. The perception of consumers may vary under different circumstances. From this

study, we can have a better understanding of the Online Food Delivery Service Market.

 We will know about the consumer perception regarding the services they provide in their

area and will get to know the variables affecting their perception.

Therefore, these findings may help the service providers to work upon on these variables to fill up

the gaps in the mindset of consumers

LIMITATIONS OF THE STUDY

 A small sample size of 50 respondents has been taken for study

 Customer Perception is varied from one person to another

 Customer shows more interest on offers than services

 The data has been collected within my surroundings

 Shortage of time due to Covid 19 and this the major limitation of the study.
RESEARCH METHODOLOGY

The data collection methods include both primary data and secondary data.

PRIMARY DATA

Primary details that data that has not been previously published, i.e. the data is derived from a new
or original study and collected at the source, e.g. in marketing, it is information that is obtained
directly from first-hand sources by means of surveys, observation or experimentation. This is also
called first-hand data.

SOURCES OF PRIMARY DATA

The primary data was collected through various surveys held in rural areas

 Observation Method
 Survey method

SECONDARY DATA

The secondary data, on the other hand, is basically primary data collected by someone else. It can be
collected directly either from published or unpublished sources. It is collected for purposes other
than the completion of a research project and it is used to gain initial insight into the research
problem.

SOURCES OF DATA

 Official websites [Shodhganga]

 News papers
 Journals
 Author Books
 CHAPTER – 2
RIVIEW OF LITRATURE
 TITLE OF THE PAPER : Various food ordering apps

AUTHOUR : Mrs I.Karthika, Miss. A.Manojanaranjani

JOURNAL : The Indian Journal of Commerce

VOLUME : 10, Issue 4

YEAR : 2018

ABSTRACT
In their article about “A Study on the various food ordering apps based on consumer preference”

stated that the advent of the Internet, accompanied by the growth of related technologies, has created a

significant impact on the lives of people around the globe. For marketers, one of the most significant

impacts has been the emergence of virtual stores that sell products and services online. Consumer can

now purchase goods and services virtually anywhere, 24 hours a day, 7days a week, without

geographical and temporal boundaries. The goal is to save time of customers by providing services

like vacancy list at reception, digital food ordering, instant e-billing and fast parking service which

will result in consumer satisfaction and ultimately profit the restaurant. This automated system saves

time, reduce human errors, and reduce manpower and gives consumer satisfaction, thus beneficial for

both restaurant and customer.

TITLE OF THE PAPER : Product and Brand Strategy of Zomato

AUTHOUR : Ms. Harshleen Kaur Seth

JOURNAL : The Indian Journal of Marketing

YEAR : 2017

ABSTRACT
In his article about “Product and Brand Strategy of Zomato” stated that with the advent of e-

commerce boom in India, the in almost every vertical from online shopping to ticket bookings,

healthcare, etc. One of such verticals is e-food industry, which has very efficiently utilized the e-

commerce platform in the online food review and food ordering business. This is a vertical, which

has brought almost every restaurant in India under a single roof in the hands of the consumer. Now,

finding a great place to eat, ordering food, reserving tables, and giving positive or negative feedback

for a restaurant has become very easy and accessible for the consumer. This vertical has shown

tremendous growth over the last 5 years signifying the untapped potential. The pioneer and leader of

this segment in India has been Zomato.

Zomato is a brand, which every consumer would associate to when he thinks of an e-food

platform.
TITLE OF THE PAPER : Customer Perception and Satisfaction

AUTHOUR : H.S. Sethu & Bhavya Saini & Leong Wai Hong

JOURNAL : The Indian of Manipal University

YEAR : 2016

ABSTRACT
“Customer Perception and Satisfaction on Ordering Food via Internet, a Case on Foodzoned.Com, in

Manipal” stated that their aim was to investigate the student’s perception, behavior and satisfaction

of online food ordering and delivery services. Their study reveals that online food purchasing

services help the students in managing their time better. It is also found that ease of availability of

their desired food at any time and at the same time easy access to internet are the prime reasons for

using the services Leong Wai Hong (2016), “Food Ordering System Using Mobile Phone” stated

that the technological advancement in many industries have changed the business model to grow.

Efficient systems 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.
TITLE OF THE PAPER : IMPROVEMENT OF ONLINE FOOD DELIVERY
SERVICE

AUTHOUR : HONG LAN, ET AL & VARSHA CHAVAN, ET AL

JOURNAL : THE INDIAN JOURNAL OF MARKETING

YEAR : 2016, 2015

ABSTRACT

“Improvement of Online Food Delivery Service Based on Consumers‟ Negative Comments” stated
that 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 rely merely
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 a good online take away environment
can be created. Varsha Chavan, et al, (2015), in their study about “Implementing Customizable
Online Food Ordering System Using Web Based Application “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 in coming times.
 TITLE OF THE PAPER : Customer Perception of Electronic Food Ordering

AUTHOUR : Serhat Murat Alagoz & Haluk Hekimoglu & Sheryl E. Kimes

JOURNAL : THE INDIAN JOURNAL OF MARKETING

YEAR : 2012, 2011

ABSTRACT

“Customer Perceptions of Electronic Food Ordering” in their stated that e-commerce is rapidly
growing worldwide, the food industry is also showing a steady growth. In this research paper they
have used the Technology 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 the ease and usefulness of online food ordering process and also vary according to their
innovativeness against information technology, their trust in retailers and various external influences.
Sheryl E. Kimes (2011), “Customer Perception of Electronic Food Ordering” 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 services.
 TITLE OF THE PAPER : CUSTOMER PERCEPTION TOWARDS ONLINE FOOD
DELIVERY SERVICES

AUTHOUR : Prima Dsouza

JOURNAL : SSRN Electronic Journal

YEAR : July 2021

ABSTRACT

The main object of the study is to review the customer perception towards online food delivery
services. The paper explores different dimensions involved in consumer perception towards online
food delivery services which is an emerging industry. Design/methodology/approach – This research
investigates a wide range of empirical and conceptual studies on consumer perception towards
online food delivery services. The study reviews the literature between 1994 and 2021. The paper
uses secondary data gathered for the review of consumer perception. Findings –The study focused
on understanding the main drivers to consumer perception towards online food delivery services.
Through a systematic review, it was understood that there is a need for in in-depth analysis of the
association between different factors influencing the perception of consumers to order food online
and to find the relationship between these variables. Practical implications – Online food ordering is
a relatively new phenomenon in the worldwide marketplace. Growth and accessibility of the
internet, along with people’s hectic work schedules, have pushed businesses to respond to new
customer demand: food delivery to their doorsteps. Understanding the consumer perception better
would aid in realizing the e-commerce platform’s full potential, which in turn shape people’ s quality
of life, companies and economy in a macro way. Originality/value – The online food delivery
industry is in the nascent stage, necessitating more study for academics and practitioners to gauge its
full potentials. This paper reviews the limited existing research related to online food delivery
business and explores consumer perception on food delivery.
 CHAPTER – III

INDUATRY PROLIFE

&

COMPANY PROFILE
Online food ordering is the process of ordering food from a website or other application. The product
can be either ready-to-eat food (e.g., direct from a home-kitchen, restaurant, or a ghost kitchen or food
that has not been specially prepared for direction consumption (e.g., vegetables direct from a
farm/garden, fruits, frozen meats. etc).

The first online food order was a pizza from Pizza Hut in 1994.

The online food ordering market has increased in the U.S with 40 percent of U.S adults having ordered
their food online once. The online food ordering market includes foods prepared by restaurants,
prepared by independent people, and groceries being ordered online and then picked up or delivered.
The first online food ordering service, Worldwide Waiter , was founded in 1995. The site originally
serviced only northern California, later expanding to several additional cities in the United States. By
the late 2000s, major pizza chains had created their own mobile applications and started doing 20–30
percent of their business online. With increased smartphone penetration, and the growth of both uber
and the sharing economy, food delivery startups started to receive more attention. In 2010, Snap
finger, who is a multi-restaurant ordering website, had a growth in their mobile food orders by 17
percent in one year. By 2015, online ordering began overtaking phone ordering. In 2015, China's
online food ordering and delivery market grew from 0.15 billion yuan to 44.25 billion yuan. As of
September 2016, online delivery accounted for about 3 percent of the 61 billion U.S. restaurant
transactions. In restaurant-controlled online food ordering, the restaurants create their own website and
app, or choose to hire a delivery vendor. If they choose to create their own website, they make sure to
obtain software that manages the orders efficiently, meaning it has the capability to manage different
orders at once. When they hire a vendor, the restaurant pays for a monthly fee or percentage-based
fees. The vendor covers the developmental costs.

A customer can choose to have the food delivered or for pick-up. The process consists of a customer
choosing the restaurant of their choice, scanning the menu items, choosing an item, and finally
choosing for pick-up or delivery. Payment is then administered by paying with a credit card or debit
card through the app or website or in cash at the restaurant when going to pick up. The website and
app inform the customer of the food quality, duration of food preparation, and when the food is ready
for pick-up or the amount of time it will take for delivery. Papa John's is one of the restaurants that
created their own Papa John's system, website, and app, and do their own delivery.

In 2010, they redesigned their website and launched mobile apps for iPhones, iPads, iPods,
Androids Phones, Blackberrys, and Windows Phones. The preexisting delivery infrastructure of
these franchises paired with the online ordering system. In 2010, Papa John's International
announced that its online sales had exceeded $2 billion. In this case, a person cooks and offers meals
chooses which meal and how many meals they want sent to their office or home, and pays depending
on the meals or the program they are interested in. People choose to order meals from other people
for different reasons: not wanting or having time to cook, wanting to eat home-cooked meals, or to
lose weight by eating healthy foods. Examples of this type of service include Dine Wise,
Nutrisystem, Chef's Diet, etc. riders and drivers for nearly all independent restaurant delivery app
services are independent contractors, having the flexibility to choose when they work. In Australia,
specifically riders for the food app of Fodor, consider themselves employees because they
sometimes work full time hours, are required to wear uniforms, and run shift system.

However, food delivery riders and drivers usually do not receive any insurance coverage, protective
gear, or sick pay as independent contractors, which have led to some asking for improved safety
standards. In response, Deliveroo gave riders a helmet with a GoPro camera to record any problems
they may face, specifically with criminals. The riders have the opportunity to raise safety concerns
about delivery areas in the app.

Global Online Food Delivery Services Market: Global Size, Trends, Competitive, Historical &
Forecast Analysis, 2021-2027- Increasing number of working population and busy schedule, rapid
growth of internet and improvement in telecommunication infrastructure are some of the major
factors driving the growth of Global Online Food Delivery Services Market.

Global Online Food Delivery Services Market is valued at USD 108.6 Billion in 2020 and expected
to reach USD 198.8 Billion by 2027 with the CAGR of 10.6% over the forecast period.

During the Covid-19 pandemic, the careful steps taken by governments of different nations have led
to the temporary suspension of online food delivery services. However, problems like shortage of
food inventory, unavailability of public transport, reduced hours at grocery and supermarkets can be
related largely to the fact that there is a rapid increase in the number of online food apps that allow
people to order meals online and have them delivered to their homes or picked up without having to
visit the restaurant. Ordering food online will also help to reduce the spread of the Covid-19 virus by
reducing customer-seller contact, resulting in a safer climate.

GLOBAL ONLINE FOOD DELIVERY SERVICES MARKET SEGMENTATION:

By Channel Type:

Website

Application

By Type:

Platform-to-Customer

Restaurant -to-Customer

By Payment Method:

Online payment

Cash on delivery payment

By Regional & Country Analysis:

 North America, U.S., Mexico, Canada, Europe, UK, France, Germany, Italy, Asia Pacific, China,
Japan, India, Southeast Asia, South America, Brazil, Argentina, Columbia, The Middle East and
Africa, GCC, Africa, Rest of the Middle East and Africa

Zomato is a company that offers a restaurant search and discovery app and website, providing in-depth
information about restaurants. Zomato is used by consumers to discover, rate and review restaurants, as
well as create their own personal network of foodies for trusted recommendations. It has expanded its
offering to include Online Ordering, Table Reservations, a Whitelabel Platform, and a Point-of-Sale
system, creating the technology to connect restaurant businesses and customers.

Launched in 2010, Our technology platform connects customers, restaurant partners and delivery
partners, serving their multiple needs. Customers use our platform to search and discover restaurants,
read and write customer generated reviews and view and upload photos, order food delivery, book a
table and make payments while dining-out at restaurants. On the other hand, we provide restaurant
partners with industry-specific marketing tools which enable them to engage and acquire customers to
grow their business while also providing a reliable and efficient last mile delivery service. We also
operate a one-stop procurement solution, Hyper pure, which supplies high quality ingredients and
kitchen products to restaurant partners. We also provide our delivery partners with transparent and
flexible earning opportunities.

Zomato is a restaurant search and discovery service founded in 2008 by Deepinder Goyal and Pankaj
Chaddah, headquartered in Gurgaon, Haryana, India. It currently operates in 24 countries, including
India, Australia, and United States. It provides information and reviews on restaurants, including
images of menus where the restaurant does not have its own website. Zomato provides a user-friendly
environment to consumers where they can review, rate, share and search the favorite or nearby
restaurant. Zomato was awarded as Startup of the year in 2014 by ET. Google awarded Best Top
Developer Badge to Zomato in 2016. Zomato has recently launched user’s choice award in Delhi
national capital region, Mumbai, Pune, Bengaluru, Chennai, Hyderabad and Kolkata. Launched in
Delhi 11 years ago, Zomato has grown from a home project to one of the largest food aggregators in the
world. We are present in 24 countries and 10000+ cities globally, enabling our vision of better food for
more people. We not only connect people to food in every context but work closely with restaurants to
enable a sustainable ecosystem. Back in 2008, all it took was an idea to enable digital access to
thousands of restaurant menus. Three passionate foodies who hated waiting in lines, drove around
Delhi to collect menus from restaurants, scan them and put them online. Their idea has now grown into
the vision that drives our team of 5000+ people every day. Zomato was founded as Foodie bay in 2008.
It was renamed Zomato in 2010. In 2011, Zomato expanded across India to Delhi NCR, Mumbai,
Bangalore, Chennai, Pune and Kolkata. Subsequently, in 2012, the company expanded operations
internationally in several countries like the United Arab Emirates, Sri Lanka, Qatar, the United
Kingdom, the Philippines, and South Africa. In 2013, Zomato was launched in New Zealand, Turkey,
Brazil and Indonesia, with its website and apps available in Turkish, Brazilian Portuguese, Indonesian
and English languages. Further in April 2014, Zomato launched its services in Portugal, followed by
launches in Canada, Lebanon and Ireland in the same year. The acquisition of Seattle-based food portal
Urban spoon marked the firm's entry into the United States, Canada and Australia, and brought it into
direct competition with Yelp, Zagat and OpenTable. With the introduction of xxx domains in 2011,
Zomato also launched Zomato. XX, a site dedicated to food porn. It later launched a print version of the
website content named "Citibank Zomato Restaurant Guide" in collaboration with Citibank in
May2012, but it has since been discontinued. With its cloud kitchen, the company aimed to help
restaurants to expand their presence without incurring any fixed costs. Later in September 2017,
Zomato claimed that the company had "turned profitable" in the 24 countries operated in and
announced that the "zero commission model" to be introduced for partner restaurants. Towards the end
of 2017, Zomato stopped accepting updates from its active users by not utilizing moderators to verify
and make updates. Restaurant information was not updated. Users of the purported issues with new
features to pay for orders. Zomato narrowed down its losses by 34% to ₹389Cr[clarification needed]
for the financial year 2016–17, from ₹590.1 Cr crore[clarification needed] ithe previous year 2015-16.
In September 2019, Zomato fired the highest number (541 people) of employees almost 10% of
workforce working on back-end activities like customer service, merchant and delivery partner support
functions.

VISION:

We want to be the ‘Google’ of food.

Our vision is tobe the global platform when someone is looking for food locally.

MISSION STATEMENT:
Shaping the future of food
Our mission is to ensure nobody has a bad meal

TAGLINE:
Discover great places to eat around you
GOALS:
Our goal is to change what you eat.
Changing how you eat is just a means to an end.
VALUES:
Resilience:
We push ourselves beyond our abilities whenfaced with tough times. When weforeseeuncertainty,
we address it only with flexibility.
Acceptance: Feedback is never taken personally, we break it into positive pieces and strive to work
on each and every element even more
effectively.
Ownership:
People here don’t work ‘for’ Zomato, they work ‘with’ Zomato.
 We treat every problem as our own, take accountability and drive the change.
Humility:
It’s always ‘us’ over ‘me’. We don’t lose ourselves in pride or confidence during individual
successes, but focus on being our simple selves in every which way.

Spark:
We believe in, stand for and are evangelists of our culture - both, within Zomato and externally with
all our stakeholders.
Judgment:
It’s not our abilities that show who we truly are - it’s our
choices. We aim to get these right, at least in the majority of the cases.

Startup name Zomato

Headquarter Gurugram, India

Sector Food delivery

Founders Deepender goyal, gaurav gupta, pankaj chaddah

Founded 2008

Valuation $540.61 mn (rs 4192.4 crore in fy22)

Total funding $2.1 billion

Parent organization zomato™ media pvt ltd.

Website zomato.com

Between 2010 and 2013, Zomato raised approximately US$16.7 million from Info Edge India, giving
Info Edge India a 57.9% stake in Zomato.

In November 2013, it raised an additional US$37 million from Sequoia Capital and Info Edge India.
In November 2014, Zomato completed another round of funding of US$60 million at a post-money
valuation of ~US$660 million. This round of funding was being led jointly by Info Edge India and Vy
Capital, with participation from Sequoia Capital.

While in April 2015, Info Edge India, Vy Capital and Sequoia Capital led another round of funding for
US$50 million. This was followed by another US$60 million funding led by Temasek, a Singapore
government-owned investment company, along with Vy Capital in September.

In October 2018, it raised $210 million from Alibaba's payment affiliate Ant Financia, which received
an ownership stake of over 10% of the company as part of the round, which valued Zomato at around
$2 billion. Zomato had also raised an additional $150 million from Ant Financial earlier in 2018.

In September 2020, Zomato raised $62 million from Temasek, after previously committed capitol
from Ant Financial never came through.

In October 2020, as part of a Series J round of funding, Zomato raised $52 million from Kora, a US-
based Investment firm.

In February 2021, Zomato raised US$250 million from five investors, including Tiger Global
Management, at a valuation of US$5.4 billion.
MANAGEMENT AT ZOMATO

DEEPINDER GOYAL - FOUNDER & CEO

PANKAJ CHADDAH - CO – FOUNDER

AKRITI CHOPRA - CFO

GAURAV GUPTA - COO

PRAMOD RAO - SVP MARKETING

Zomato - Hyperpure

Hyperpure by Zomato is changing the way restaurants work. It is Zomato’s B2B foodtech vertical.
Hyperpure allows restaurants to buy everything online from vegetables, fruits, poultry, groceries,
meats, seafood to dairy and beverages. It claims to be working directly with farmers, mills,
producers, and processors to source these products thus ensuring quality and consistency.

It is an initiative by Zomato to provide fresh, hygienic, high-quality ingredients and supplies.

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,[58] the Delhi-based startup
MapleGraph that built MaplePOS (renamed Zomato Base),[59][60] 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.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.
 ZOMATO – PARTNERSHIPS

Being active since 2008, Zomato has also seen a lot of partnerships with a diverse range of
national land international companies including restaurants, cafes, fintech companies, and
more.

To mention some of the prominent partnerships of Zomato are:

 Zomato has partnered with the government of India for a street food project on February 5,
2021
 Zomato joined hands with In Cred to extend credit facilities to restaurant partners on
December 21,2020
 Zomato collaborated with RBL Bank on March 2, 2020, to launch "Edition Credit card"
powered by Mastercard
 Zomato and BioD Energy had collaborated to reduce the wastage of cooking oil in the
country on October 21, 2019
 The company partnered with Paytm to expand its food ordering business online in India on
January 18, 2019

Food delivery apps are certainly one of the vitalapps that any food lover will have on you “Love”
food. You literally wait for your next meal. Well, you are not the only one. There are millions of
foodies who just incorporate food into their lifestyle Nowadays, there are tons of useful mobile
apps that are literally dedicated to food. Right from piling up recipes, watching someone cook to
ordering food online, there are food delivery apps for every foodie.

Online food-delivery platforms are expanding choice and convenience, allowing customers to order
from a wide array of restaurants with a single of their mobile phonehe business of delivering
restaurant meals to the home is undergoing rapid change as new online platforms race to capture
markets andcustomers across the Americas, Asia, Europe, and the Middle East. Although these new
Internet platforms are attracting considerableinvestment and high valuations—already, five are
valued at more than $1 billion—little real knowledge about market dynamics, growth potential, or
customer behavior exists.Resarch from McKinsey, based on a six-month study covering 16 countries
around the globe, provides insight into this fast-changing market.
THE SHAPE OF THE MARKET TODAY

Worldwide, the market for food delivery standsat €83 billion, or 1 percent of the total food market
and 4 percent of food sold through restaurants and fast-food chains. It has already matured in most
countries, with an overall annual growth rate estimated at just 3.5percent for the next five years.

By far, the most common form of delivery is the traditional model, in which the consumer places
an order with the local pizza parlor or Chinese restaurant (although many other kinds of
restaurants, particularly in urban areas, now offer delivery) and waits for the restaurant to bring the
food to the door. This traditional category has a 90 percent market share, and most of those orders
—almost three-quarters— are still placed by phone.

However, as in so many other sectors, the rise of digital technology is reshaping the market.
Consumers accustomed to shopping online through apps or websites, with maximum convenience
and transparency, increasingly expect the same experience when it comes to ordering dinner.

TWO LEVELS OF ONLINE FOOD DELIVERY

Two types of online platforms have risen to fillthat void. The first type is the “aggregators,” which
emerged roughly 15 years ago; the second is the “new delivery” players, which appeared in 2013.
Both allow consumers to compare menus, scan and post reviews, and place orders from a variety
of restaurants with a single click. The aggregators, which are part of the traditional-delivery
category, simply take orders from customers and route them to restaurants, which handle the
delivery themselves. In contrast, the new-delivery players build their own logistics networks,
providing delivery for restaurants that don’thave their own drivers.

CUSTOMER BEHAVIOR:

Customers drawn to the new online food-delivery platforms have a different set of needs and
expectations from the traditional pizza customer. Our study uncovered the following important traits:
Platforms are sticky. New-delivery

Platforms, which personalize the ordering experience by storing relevant customer data, are sticky
(Exhibit 1). Once customers sign up, 80 percent never or rarely leave for another platform, creating
a strong winner-take-all dynamic, in which the reward goes to the player who can sign up the most
customers in the shortest amount of time.

Time is critical. Speed of delivery is the biggest variable in customer satisfaction, with an average
60 percent of consumers across markets citing it as a key factor. The optimal wait time is no more
than 60 minutes.

Meals are for home. Most orders—82 percent—were placed from home, while only 16 percent
were placed from the workplace.

Orders spike on weekends. The highest-volume days for the online platforms were Friday,
Saturday, and Sunday, when 74 percent of orders were placed.
FINANCE

Revenue (In
Year Profits/Loss (In crores) Total Assets (In crores)
crores)

FY 2011 0 -1.09

FY 2012  2  -7.6

FY 2013  12  -10

FY 2014  36  -37 Not revealed

FY 2015  96.7  -136

FY 2016  185  -492

FY 2017  399  -389

FY 2018  466  -103.68  1,374

FY 2019 1313  -965.23  3,413

FY 2020  2605 -2367.16  2,900

FY 2021  1994  -812.82  8,704

AWARDS & RECOGNITIONS

 ET Startup Awards 2021: This big-bang year belongs to Zomato

 Won top honors at the seventh edition of India's most prestigious awards for entrepreneurship

— The Economic Times Startup Awards

 2015 ASIA-PACIFIC GOLD WINNER - ZOMATO

 CHAPTER – IV

DATA ANALYSIS

AND

INTERPRETATION
Analysis of data means studying the original material to discover the inherent facts. The data are

studied form as many angles as possible to explore the research data has been collected and data

analysis has been made the researcher can proceed of interpretation is essentially one, stating what the

result show. The research data becomes meaningful only being analyzed and interpreted. Results and

are also called as Analysis and Interpretation.

This part of the report contains an allotment of tables, graph s, graphs, and narrative of the results of

the survey. The analysis identifies the various factors that play a major role in determining why the

respondents go for a particular product on brand.

The analysis has also been made with reference to factory affecting buying decisions the

multinational factor to go for a particular brand. For some of the tables. Graphs are usedto interpret

the findings in a better manner. The occupation, income of the respondents is also recorded in order

to know the correlation between these features.

 Table No: 1

Classification of Respondents on the Basis of Gender

GENDER NO OF RESPONDENTS PERCENTAGE

MALE 26 52

FEMALE 24 48

TOTAL 50 100

90

80

70

60

50
Column1
PERCENTAGE
40
NO OF RES

30

20

10

0
MALE FEMALE

INTERPRETATION

The above table and graph analysis represents that 52% of the respondents are male and 48% of the
respondents are female. Majority of the respondents found in the survey are male.
 Table No: 2

Classification of the Respondent’s on the Basis Marital Status

Marital status No of respondents Percentage

Married 13 26

Unmarried 37 74

Total 50 100

74

26
37

13

married unmarried
no of res percentage Column1

INTERPRETATION

The above table and graph analysis represents that 26% of the respondents are married and the
remaining 74% of the respondents are unmarried.

It interprets that Majority of the respondents found in the survey are unmarried.
 Table No :3

Classification of the Respondent’s on the Basis Age Group

Age group Number of respondents percentage

Below 25 35 70

Between 25-35 12 24

Above 36 3 6

total 50 100

no of respondents percentage

above 36

25-35

below 25

0 20 40 60 80 100 120

INTERPRETATION

The above table and graph analysis represents that 70% of the respondents age group is below
25years, 24% of the respondents age group is between 26-35 years and the remaining 6% of the
respondents age group is above 36 years

Majority of the respondents found in the survey are below 25 years.

 Table No : 4

Table showing Respondent’s Educational Qualification

Educational qualification No of respondents Percentage

Sslc 2 4

diploma 4 8

Graduate 37 74

Post graduate 5 10

other 2 4

Total 50 100

other

post graduate

graduate percentage
no of respondents

diploma

sslc

0 10 20 30 40 50 60 70 80

INTERPRETATION

The above table and graph analysis represents that 4% of the respondents educational qualification
is SSLC, 8% of the respondents educational qualification is PUC/Diploma, 74% of the respondents
educational qualification is graduation, 10% of the respondents educational qualification is post-
graduation and 4% of the respondents educational qualification is others. Majority of the
respondents found in the survey are graduates.
 Table No: 5

Classification on the Basis of Respondent’s Occupation

Designation No of respondents Percentage

Professional 5 10
Business men 17 34
Govt employees 6 12
Students 20 40
Others 2 4
Total 50 100

other

students

govt employees

business men

professional

0 5 10 15 20 25 30 35 40 45

percentage no of respondents

INTERPRETATION

The above graph analysis represents that 10% of the respondents are

Professionals, 34% of the respondents are Businessmen, 12% of the respondents are Govt.
Employees,40% of the Respondents are Students and 4% of the respondents are belongs to others.
It interprets that majority of the respondents are participated in the survey are students.
 Table No: 6

Table showing Monthly Income of the Respondents

Particular No of respondents Percentage

Less than 10,000 15 30
10000-15000 12 24
15000-20000 10 20
Above 20000 3 6
Total 50 100

Chart Title
percentage no of respondents

6
above 20000
3

20
15000-20000
10

24
10000-15000
12

30
less than 10000
15

INTERPRETATION

The above table and graph analysis represents 30% of the respondents monthly income is less
than10000, 24% of the respondents monthly income is between 10000 to 15000, 20% of the
respondents monthly income is between 15000 to 20000 and 6% of the respondents monthly
income is above 20000. Majority of the respondents found in the survey belongs to monthly
income less than 10000.
 Table No: 7

Table shows on the Basis Respondent’s order food online

Particular No of respondents Percentage

Yes 50 100
No 0 0
Total 50 100

no of respondents percentage Series 3

2 2

yes no

INTERPRETATION

The above table and graphs showing that, all the respondents are who are participated in the survey

are ordering food through online.

 Table No:8

Table showing which Company comes first to mind while here the word food ordering app

Particular No of respondents Percentage

Swiggy 5 10

Zomato 45 90

Others 0 0

total 50 100

100

90

80

70

60

50

40

30

20

10

0
swiggy zomato others

no of respondents percentage

INTERPRETATION

The above table and graph analysis represents that 10% of the Respondents belongs to Swiggy, and
90% of the respondents are opined that Zomato Company comes first to mind while here the word
food ordering app. Its interprets that Majority of the Respondents are well knownaboutZomato
Company.
 Table No: 9

Table shows respondents Come to know about Order food line

Particular No of respondents Percentage

Advertisement 12 24
Friends & relatives 30 60
Other sources 8 16

Total 50 100

no of respondents percentage
70

60

50

40

30

20

10

0
advertisement friends & relatives other sources

INTERPRETATION

The above table and graph analysis represents that 24% of the respondents opined They come to
know about Online Food Ordering apps through Advertisement, 60% of the respondents opined
They come to know about Online Food Ordering apps through Friends and relatives and 16% of the
respondents opined They come to know about Online Food Ordering apps through other sources.

Table No: 10
Table shows How often do respondents order food in online

Particular No of respondents Percentage

Daily 5 10
Weekly 25 50
Fortnight 12 24
Monthly 8 16
Total 50 100

60

50

40

30 no of respondents
percentage

20

10

0
daily weekly fortnight monthly

INTERPRETATION

The above graph analysis represents that 10% of the Respondents opined that they daily order
Food in Online, 50% of the Respondents opined that they weekly order Food in Online, 24% of
the Respondents opined that they fortnightly order Food in Online and 16% of the Respondents
opined that they monthly order Food in Online Its interprets that majority of the respondents order
food in online weekly.

Table No: 11
Respondents do prefer to order food in Online

Particular No of respondents Percentage

Over the mobile app 48 96
Over the web browser 2 4
Others 0 0
Total 50 100

Column1

over the mobile app over the web browser others

INTERPRETATION

The above table and graph showing that 96% of the respondents are opined that they order food in
online through over the mobile app, and 4% of the respondents are opined that they order food
online through Over the web browser. Its interprets that majority of the respondents opined that they
order food in online through over the mobile apps.

Table No: 12

Table shows How did respondents Come to Know about Zomato

Particular No of respondents Percentage

Friends 31 62

Newspapers and magazines 13 26

Advertisements 5 10

I haven’t heard of 1 1

Total 50 100

Chart Title
I haven't heard of

advertisements

newspapers&magazines

friends

0 10 20 30 40 50 60 70

percentage no of respondents

INTERPRETATION

The above table and graph showing that 62% of the respondents come to know about Zomato
through Friends, 26% of the respondents come to know about Zomato through TV, Newspaper &
Magazines, 10% of the respondents come to know about Zomato through Advertisement and 1% of
the respondents haven’t heard of it.
 CHAPTER – V

SUGGESTIONS

FINDINGS

&

CONCLUSIONS

FINDINGS

 52% of the respondents are male 74% of the respondents are unmarried
  70% of the respondents age group is below 25 years
 74% of the respondent’s educational qualification is graduation40% of the Respondents
are Students
 30% of the respondent’s monthly income is less than 10000
 All the respondents are who are participated in the survey are ordering food through
online.
 90% of the respondents are opined that Zomato Company comes first to mind while here
the word food ordering app
 60% of the respondents opined They come to know about Online Food Ordering apps
through Friends and relatives 50% of the Respondents opined that they weekly order
Food in Online
 96% of the respondents are opined that they order food in online through over the mobile
app80% of the respondents opined that they spend < 150 Rupees spend on ordering food
per time

 86% of the respondents opined that they prefer Zomato App for ordering food through
online

SUGGESTIONS
 Most of the respondents felt the prices of delivery charges are high. The high price is one of the

reasons for consumer to ordering food through online. So food apps can consider this and reduce

their delivery charges.

 The online food ordering apps have to improve their restaurants sites and menus to satisfy the

consumer in a better way.

 Advertising plays a very important role in the purchase of a online ordering foods as most

Customers are like to purchase because of advertisements.

 As most customers were between the age group of 20- 30 years so the company strategies

should focus on that age group 20- 30 years.

The company should focus on giving better quality product as most customers were very brand

loyal and were generally satisfied with the product.

CONCLUSION
 Online food ordering apps nowadays become fastmoving in India, people do not find
adequate time to go for ordering food, because of fast pace of life.
 The internet has become a major source in the digital era where online food ordering has
gained significance not only by
 Online food ordering is in the fingertip of the consumer. It gives a different experience and
consumer can make the food ordering more fashionable over the internet
 The customer’s comfort is simply the primary facet good thing about such, whereas on the
second facet these systems also are helpful for the expansion of eating place and food
provide trade,
 As by the utilization of digital food ordering system a eating place owner are ready to attract
the users attention by permitting them see the whole food menu in with dish name, image,
specialty, and price. Integration a web food ordering system isn't any doubt are the simplest,
cheap and helpful call for a eating place business owner.

BIBLIOGRAPHY
 BIBLIOGRAPHY
Suryadev Singh Rathore and Mahik Chaudhary (2018), Consumer's Perception on Online Food Ordering,
published at International Journal of Management & Business Studies, Vol. 8, Iss ue 4, Oct - Dec 2018 ISSN :
2230-9519

H.S. Sethu, Bhavya Saini,“Customer Perception and Satisfaction on Ordering Food via Internet, a
Case on Foodzoned.Com, in Manipal”, Published by, [Online] Available:
http://www.globalbizresearch.org

Soham Trivedi (2018), Consumer Perception about Online Sales of Food in Indian Consumer
Market, Published at the Proceedings of Academics World 99th International Conference, Paris,
France, 25th-26th September 2018

Websites:

www.info.in

www.scribd.com

www.shodhganga.com
 QUESTIONNAIRE

1.Gender:

i) Male [ ]

ii) Female [ ]

2.Marital status:

i) Married [ ]
ii) Unmarried [ ]

3.Age:

i) Below 30 [ ]

ii) Between 30-40 [ ]

iii) Above 40 [ ]

4. Educational qualification

i) SSLC [ ]

ii) PUC [ ]

iii) Graduate [ ]

iv) Post Graduate [ ]

v) Others [ ]

5. Occupation

i) Professional [ ]
ii) Businessmen [ ]
iii) Govt Employees [ ]
iv) Student [ ]
6. Monthly income

i) Less than 10000 [ ]

ii) 10000-15000 [ ]

iii) 15000-20000 [ ]

iv) Above 20000 [ ]

7. Do you order food online?

i) Yes [ ]

ii) No [ ]

8. If yes, which company comes first to your mind when you hear the word food ordering app?

i) Swiggy [ ]

ii) Zomato [ ]

iii) Others [ ]

9. How you come to know about Ordering food online?

i) Advertisement [ ]

ii) Friends & Relatives [ ]

iii) Other Sources [ ]

10. How often do you order food in Online?

i) Daily [ ]

ii) Weekly [ ]

iii) Fortnight [ ]

iv) Monthly [ ]

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

i) over the mobile app [ ]

ii) over the web browser [ ]

iii) others [ ]

12. What is the approximate money you spend on ordering food per time?

i ) <150 [ ]
ii) <250 [ ]

iii) <500 [ ]

iv) more than 500 [ ]

13. Which Food ordering App will you prefer for online food order?

i) Swiggy [ ]

ii) Zomato [ ]

iii) Food Panda [ ]

iv) Others, please specify _________________

14. What mode of advertising influences you to buy/suggest any product?

i) Magazines and newspaper [ ]

ii) Friends and relatives [ ]

iii) TV Commercial [ ]

iv) Online advertisements [ ]

v) Social Media – Blogs, forums, Social Networking sites [ ]

15. Which meal you typically order food online?

i) Breakfast [ ]

ii) Lunch [ ]

iii) Snacks [ ]

16. How did you come to know about Zomato?

i) Friends [ ]
ii) T.V, newspaper and magazines [ ]

iii) Advertisements [ ]

iv) I haven’t heard of it [ ]

17. How was your experience on other apps as compared to Zomato?

i) Better [ ]

ii) Equal [ ]

iii) Poor [ ]

iv) Not applicable [ ]