A Study on Customer Satisfaction and Perception towards Food Delivery services of Zomato with reference to Hyderabad City

Abstract

The evolution and revolution of technology have completely changed the customization of products and services required by the consumers, especially in the e-commerce industry. E-commerce service providers are reaping benefits by offering online technological support to the consumers who cherish to get various services to their doorsteps quickly. Food delivery service through online booking is the latest version of e-commerce. The strength of these services is embedded in the fact that one does not need any kind of technical skills or proficiency of any particular language to avail the services. Having a minimum technical knowledge to place the orders via web browsers or mobile apps will make a good business nowadays. Though the Covid Pandemic has troubled this sector for the last one year, the global online food delivery services market size is expected to grow from $115.07 billion in 2020 to $126.91 billion in 2021 at a compound annual growth rate (CAGR) of 10.3%. (Mckinsey report, 2020). In India, we have major online food delivery channels like Zomato, Swiggy, Foodpanda, Travelkhana, Ubereats and so on... Among all, most of the customers prefer the services of Zomato or Swiggy due to their availability across the country.
This paper throws light on the perception and level of satisfaction of customers towards online food ordering services through Zomato. The data is collected through a structured questionnaire and interviews. The study has come up with some interesting findings which are incorporated in the report.