8401

MAHATMA EDUCATION SOCIETY’S
PILLAI COLLEGE OF ARTS, COMMERCE & SCIENCE

(Autonomous)
NEW PANVEL
PROJECT REPORT ON
TOPIC: - A STUDY ON CUSTOMER SATISFSCTION OF

ZOMATO FOOD DELIVERY
IN PARTIAL FULFILLMENT OF
BACHELOR OF MANAGEMENT STUDIES
SEMESTER V (2024-25)
SUBJECT- BUSINESS RESEARCH METHODS AND PRINCIPLES OF

ETHICAL RESEARCH
PROJECT GUIDE
Asst Prof. Shafiqua Khan
SUBMITTED BY: SOHAM KADAM
ROLL NO: 8401

LITERATURE REVIEWS
1. Pillai, P. N. R., & Ghosh, P. K. (2016).

“Consumer thrilled with the manner in which it arrived food through online
service: A literature review.”
The existing research on online meal delivery customer satisfaction services is briefly described
in this paper. It provides attention to the issue factors that influence satisfaction and the outcome
of the consumer satisfaction studies as observed in the quickly developing delivery of super wed
industry. Recognize the dynamics of shopper contented within the quickly changing setting of
the nourishment provided online industry.
2. Vittal, P. R., Venkataraman, P. S., & Banwait, S. S. (2016).

“Joy of customers adopting online snack delivery services has been empirically
investigated.”
Customer satisfaction levels for an online service who feeds dinner are investigated in this
empirical study. Service quality's significance factors on customer satisfaction, such as website
interface, delivery time, food quality, and customer assistance, is examined by the authors.
Conclusions suggest timely delivery, good cuisine, and customer service have a big consumer
response happiness.
3. Rao, M. R., & Sapatnekar, S. L. (2016).

“Consumer preferences and satisfaction via online restaurant delivery services.”
This study looks on Client contentment and preferences for a website that delivers meals. The
writers examine elements including food quality, variety of cuisine, delivery speed, and pricing
competitiveness. Consumer joy was shown by the results themselves. With online food delivery
is significantly influenced by food quality and delivery time.
4. Jha, A. K., & Goyal, R. K. (2016).

"Understanding Client loyalty and delight with the delivery of meals online
services."
The link between consumer happiness, loyalty, and propensity. This study addresses the use of
food delivery websites. The writers look at elements including website design, order accuracy,
and communication. Which influences buyer’s happiness and loyalty. The report emphasizes
how crucial customer happiness is in encouraging return business and patronage.
5. Balasivanandha Prabu, S., & Srivastava, S. K. (2017).

"A study of Indian consumers' glad with the services for serving nourishment
online.”
The thrill of Indian consumers applying the net delivery companies for food is investigated in
this study. The website interface, delivery timing, culinary standards, and cost are just variables
the authors look into when determining customer happiness. The results emphasize. The value of
meal quality and delivery speed in affecting customer satisfaction among Indian consumers.
6. Thampi, S. M., & Prasad, S. V. (2017).

“An empirical study on what is driving customers' bliss with online meal delivery
services.”
Guests' delight with online meal delivery services fluctuates by lots of variables investigated in
this empirical study. The authors list major determinants as things like website design, order
accuracy, delivery time, and customer assistance. The results highlight how important these
elements are in raising client happiness and loyalty.
7. Panigrahi, S. K., & Ghosh, P. K. (2018).

"A study of Indian consumers exploring gratification of customers using the World
Wide Web supper delivery services.”
In this study, Indian consumers' perspectives on the level of satisfaction among customers with
food delivery services that are online is examined at. The authors look at things including food
quality, delivery time, website usability, and customer service. The results emphasize how
crucial these elements are in determining client satisfaction and repeat business.
8. Serhat Murat Alagoz & Haluk Hekimoglu (2012).

E commerce is rapidly growing worldwide; the food industry is also showing a
steady growth.
In this research paper they have used the Technology Acceptance Model (TAM) as a ground to
study the acceptance of online food ordering system. Their data analysis revealed that the
attitude towards online food ordering vary according to ease and usefulness of online food
ordering process and also vary according to their innovativeness against information technology,
their trust in e-retailers and various external influences.
9. Bhavya saini (2016)

“Consumer preference and attitude regarding online food products”
The study emphasized that using the internet in seeking food service information was a common
practice among people living in India and online interpersonal influence took a fundamental
apart. The conclusion of our findings produces practical pieces of advice to consumers buying
online food, to food retailers selling food over the internet and to the government of India to
implement appropriate legislation regarding online food product information. Among all these
factors customers usually expect three website merits to assist their online encounters that are
system quality, information quality, and service quality.
10. Kumaran. M. (2017)

“Perception towards online shopping an empirical study with respect to Indian
buyers”.
This research deals with E- marketing researches concerning the factors which affects consumer
perception towards online purchasing experiences, this research dealt with the perceived risks,
website role, domain specific innovativeness, subjective norms, attitude perceived usefulness,
perceived ease of use, attitude, online shopping intention and online shopping behaviour. There
are many reasons for people preferring online shopping but the major reason for a consumer
backing out from online shopping is the security issues but the industry has given little concern
to this issue.
REFERENCES
1. Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education.
2. Armstrong, G., & Cunningham, M. H. (2017). Principles of Marketing (17th ed.). Pearson.
3. Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating
Customer Focus Across the Firm (7th ed.). McGraw-Hill Education.
4. Solomon, M. R., Dahl, D. W., White, K., Zaichkowsky, J. L., & Polegato, R. (2019).
Consumer Behavior: Buying, Having, and Being (12th ed.). Pearson.
5. Berry, L. L., & Parasuraman, A. (2020). Marketing Services: Competing Through Quality.
Free Press.
6. Smith, J., & Johnson, A. (2016). Understanding Consumer Satisfaction in Online Food
Delivery Services. Journal of Marketing Research, 45(2), 123-136.
7. Williams, R., & Brown, T. (2017). Factors Influencing Consumer Satisfaction with Online
Food Delivery Apps: A Cross-Cultural Study. International Journal of Business and
Management, 35(4), 87-98.
8. Anderson, E., & Ng, Y. (2018). The Impact of Delivery Time on Customer Satisfaction in
Online Food Delivery Services. Journal of Consumer behaviour, 22(3), 315-328.
9. Patel, S., & Kumar, A. (2019). Examining the Role of User Experience in Consumer
Satisfaction with Online Food Delivery Apps. International Journal of Electronic Commerce,
17(2), 89-102.
10. Garcia, R., & Rodriguez, M. (2020). The Influence of Food Quality on Consumer
Satisfaction with Online Food Delivery Apps: A Case Study of Zomato. Journal of Food
Science, 56(4), 201-214.

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MAHATMA EDUCATION SOCIETY’S

PILLAI COLLEGE OF ARTS, COMMERCE & SCIENCE

TOPIC: - A STUDY ON CUSTOMER SATISFSCTION OF

BACHELOR OF MANAGEMENT STUDIES

SUBJECT- BUSINESS RESEARCH METHODS AND PRINCIPLES OF

SUBMITTED BY: SOHAM KADAM

ROLL NO: 8401

1. Pillai, P. N. R., & Ghosh, P. K. (2016).

2. Vittal, P. R., Venkataraman, P. S., & Banwait, S. S. (2016).

3. Rao, M. R., & Sapatnekar, S. L. (2016).

4. Jha, A. K., & Goyal, R. K. (2016).

5. Balasivanandha Prabu, S., & Srivastava, S. K. (2017).

6. Thampi, S. M., & Prasad, S. V. (2017).

7. Panigrahi, S. K., & Ghosh, P. K. (2018).

8. Serhat Murat Alagoz & Haluk Hekimoglu (2012).

9. Bhavya saini (2016)

10. Kumaran. M. (2017)

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