Rahulsamanta Dissertation Original

A PROJECT REPORT
ON
A STUDY ON CUSTOMER BUYING BEHAVIOUR OF

FOOD DELIVERY APP ZOMATO
PREPARED BY
NAME
BENGAL INSTITUTE OF BUSINESS STUDIES
MBA + PGPBM
(2021-2023)
UNDER THE GUIDANCE OF

PROF.
This project is submitted for the partial fulfilment of master of business

administration from vidyasagar university
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Preface
Keeping in view the need of submitting project report for the MBA
course this project report has been prepared. The topic of this project
report is “A STUDY ON CUSTOMER SATISFACTION
TOWARDS SWIGGY ONLINE FOOD APP”. The project report all
collection and facts are collected by my self during my MBA course.
Sales promotion of a firm contribute up to a great extent in its success in
today’s era. The main concern of my study is to have knowledge and an
idea about sales promotion of Swiggy in online foods ordering industry.
The whole report is divided in several parts to deal with topic in a proper
way. My job gave me a chance to have some of the practical experience
and my research also gave me many practical and theoretical knowledge
which I am getting in MBA.
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CERTIFICATE
This is certify that Reg No.______________________________________

of 2021-2023 of Roll No. _______________________________a bona
fide student of “BENGAL INSTITUTE OF BUSINESS STUDIES” has
completed his own dissertation and it is an original work and is not copied
from any other resources.
Thanking you,
Yours truly,
Assistant Professor
Bengal Institute Of Business Studies
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ACKNOWLEDGEMENT
I offer my special thanks and prayers to God Almighty for showering his
blessings on us and bestowing us with the skills and abilities to carry out
this study.
I cordially thank Bengal Institute of Business Studies for giving me the
opportunity to undergo the dissertation report.
I express my profound sense of gratitude to my research supervisors for
their guidance, support, encouragement and opinion whenever needed.
I would like to thank all the people who directly and indirectly helped me
groom my knowledge and taught me during the course of my master’s
study.
Most of all I would like to thanks my parents and give my sincere gratitude
for all the support and encouragement they have given me during the entire
master’s journey.
Lastly, I would like to thank my friends who directly and indirectly helped
me making the dissertation.
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DECLARATION
I, RAHUL SAMANTA, student of MBA of year (2021-2023) studying at

Bengal Institute of Business Studies, Kolkata, hereby declare that the
dissertation report done in “A STUDY ON CUSTOMER SATISFACTION
TOWARDS SWIGGY ONLINE FOOD APP” is the original work
conducted by me. The information and data given is authentic to best of my
knowledge. The dissertation report will not be used anywhere else for any
award of any other degree, diploma and fellowship.
Date: (Signature of Student)
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TABLE OF CONTENTS
Chapter Chapter name Page No

1. ABSTRACT
2. INTRODUCTION
3. LITERATURE REVIEW
4. OBJECTIVE
5. SCOPE OF THE STUDY
6. RESEARCH METHODOLOGY
7. DATA ANALYSIS
8. FINDINGS AND OBSERVATION
9. SUGGESTIONS
10. LIMITATIONS
11. CONCLUSION
12. BIBLIOGRAPHY
13. APPENDIX
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ABSTRACT
Aim of this dissertation is to analyse the Customer Buying Behaviour of Food Delivery App
Zomato.where the objectives of this research is to find out the major chunk of customers who
are relying on food delivery app and also to examine the consumer perception on food
delivery apps and to analyze the factors that influences consumer perception towards food
apps. An Online Food Ordering System is proposed here which simplifies the food ordering
process. The proposed system shows an user interface and update the menu with all available
options so that it eases the customer work. Customer can choose more than one item to make
an order and can view order details before logging off. The order confirmation is sent to the
customer. The order is placed in the queue and updated in the database and returned in real
time. This system assists the staff to go through the orders in real time and process it
efficiently with minimal errors. To understand the research deeper,a survey was conducted
where a questionnaire was sent to all segments of people.A Test analysis was also undertaken
to give a better interpretation about this study and an overall conclusion is given regarding the
learning from this research about how people perceive food apps.
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Chapter
-1
Introdu
ction
1.1 Introduction
1.2 Review of Literature
1.3 Statement of the problem
1.4 Objectives of the Study
1.5 Scope of the study
1.6 Research Methodology
1.7 Sampling design
1.8 Limitations of the study
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Introduction
1.1 Introduction
Swiggy is food ordering and delivering company based in Bangalore. It provides a

single window for ordering from a wide range of restaurants and have their own
exclusive fleet of delivery personnel pick up orders from restaurants and deliver it
to customers. It is a complete food ordering and delivery solution that connects
neighborhood restaurants with urban foodies.
Swiggy is literally the only consumer internet startup from the 2014-2015 hyper-
funding wave that continues to thrive. That wave was supposed to produce dozens
of successful companies and a handful of unicorns. Once the dust settled, only
Swiggy succeeded. Along the way, it has beaten both far older companies, such as
Zomato and Foodpanda, as well as peers, including Tiny owl, which eventually
collapsed. Here’s how. Zomato, UberEats and (Ola’s) Foodpanda are credible
players, but food delivery is not their core business.
The acquisition of 48East has helped Swiggy to strengthen its service offerings
and add additional capabilities as well. The deal was done for an undisclosed
amount. Swiggy also charges a nominal delivery fee from customers on every
order below a specific value which 200 rupees for most cities.
The major part of Swiggy’s revenue from the commission it collects from
restaurants for lead generation and for serving as a delivery partner. Governments
across the world have expansive regulatory frameworks for every aspect of the
food industry. Asa general trend, the world’s population is only getting richer.
That means that individuals in the lower, middle, and upper classes all have more
money to spend on luxuries — including restaurant food.
Nowadays, scientists know more about the relationship between food and our
bodies than ever before. There’s a clear relationship between the food we eat and
our personal health, and consumers are conscious of this.Once again, this isn’t
necessarilya bad thing, but it means that the food industry will have to make
changes to keep clients
happy. We’re seeing various types of automation more and more in the food
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industry. Perhaps the best example is the use of self-checkout screens at fast food
venues such as McDonalds, but it’s not the only one!
Swiggy app has bugs. These are visible only when we spend a good amount of
time and looking deep into it. When a food item has an option to customise, the
food item gets selected and added to cart as soon as user clicks on the
“Customize” link. Fast Delivery : Swiggy is always for its It has always take care
of their customers by delivering their order in time. Low Awareness of brand
name : Swiggy needs to re work on their branding. They need to create some
more marketing strategies to be in market
With the emergence of 21st century, we could see India at a rising pace. Young
minds of the country are exceptionally excelling in the era of latest technology
and innovations. Working class wants to perform well in their organizations and
technology is playing a vital role in helping them in achieving the same. The
things which seemed to be impossible are now becoming possible because of the
technological advancements. Today, various kinds of businesses are setting up
online stores because of technology. Various factors such as cheaper
Smartphone’s and cheaper internet data packs, people have started using more of
mobile phone apps. The apps have made a lot of things convenient for the users.
Online food delivery canbe defines a process of delivery of food or take out from
a restaurant or a local food joint through a web page or mobile App. The
customers can order food from their favorite restaurants, their choice of cuisines,
can decide whether to get it delivered to pick up from the restaurant and can
choose to pay from various modes such as cash ondelivery, debit card, credit card,
or any other mobile wallet.
Online food ordering and delivery is a new type of business model in the current
era of e-commerce and that leads to the startups of several online business. Online
food ordering and delivery plays an important role in consumers, entrepreneurs,
investors etc. Online food ordering and delivery is very successful because it
bridges the gap between restaurants and consumers. It is a process were a
customer will search for a restaurant and filter with the available items, cuisines
and they deliver by an application in the mobile phone. Online food ordering and
delivery system is
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depended on a mobile application and it works based on the location of the
customer. Swiggy is an application for food ordering and delivery. It is a
Bangalore based company and is founded out by Rahul Jaimini, Sriharsha Majety,
Nandan Redddy. Swiggy was mainly to provide a complete order and delivery
solution to the urban foodies. It has an exclusive fleet of delivery personnel to
pick up orders from restaurants and deliver it to customers. They provide
customers with offers which will enable them to get frequent orders. Payments
can be made through online as well as at the time of delivery. And they offer to
their customers no minimum order policy. They make sure that the customers get
their order on time for that delivery personnel’s carry one order at a time.
Online food ordering is growing in Indian market day by day. Indian people are so
active while using the apps for ordering food online. As a result of all these online
food marketing is also able to generate ample amount of opportunities for
employment. It also helps local vendors to connect with people due to which they
are able to increase their earning. Simply ordering system is a website or mobile
application through which users can order food online from a food cooperative or
even a native restaurant ordering food online is similar to online shopping. so with
such benefits online food services is becoming a huge sector & will benefit
India’s economic condition
1.2 Review of Literature
Miss. A.Manojanaranjani (2018), Conducted a Study on the topic “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 facilities
likevacancy list at reception, digital food ordering, instant e-billing and fast
parking
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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
S Kamakshi (September 2016). Conducted a Study on the topic “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.
Kamakshi (September 2016) Conducted a Study on the topic “Consumer
Perception and behaviour towards fast food a study with reference to Chennai
city.” The major findings were that consumer of fast food are health conscious
and they do not have emotional attachment for fast food products. And the
consumers consume fast food not only because of the taste, price, offers, and
discounts rather they consider the Quality, health and hygiene factors of the fast
food.
Kashyap, Radha (April 2017) has Conducted a study on the topic “Consumer
Perception towards online shopping for apparel through various websites.” Their
findings were the shopping behaviour varies with respect to the age, gender,
occupation, income, marital status. It also indicates that lack of information such
as description of Product, return policy are major drawback for online shopping
websites.
Kalaiselvi.T. (October 2014) has conducted a study on the topic “Buying
behaviour of consumer towards selected white goods.” The major findings of her
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are the manufacturing to be successful, they have to concentrate more on
Product, its
14
attributes, quality, their design, and the technology. They have to make sure that
they are providing a good showroom ambience with courteous of employees and
varieties of brands. And they also have to make sure that manufacturers and
dealers work in a team for a successful brand in market.
Murugupandian.R. (2015) has conducted a study on “Consumer satisfaction towards
coke soft drinks in Nagapattinam district Tamil Nadu.” Its findings are that the
royalty of brand is based on the demographic background of consumers. The royalty
of Consumer purpose is high and so that their strength and expectation will be the
maximum.
Shilpa Goyal (August 2014) has conducted a study on “Comparative study on
consumer behaviour of working women and homemakers for the ready to eat food
products in Salem city.” It is found out from the study that consumer preferring
for a particular food product is obviously influenced by the product and the
surrounding in which it is being manufactured and also the lifestyle of the
consumers. When the consumer prefer for ready to eat food products they are
expecting the best quality and this is also the main consideration for the
manufacturers and marketers .The marketer has to fulfil all the needs and wants of
the consumers so in order to achieve this he would be conducting a detailed
market research in order to bring some innovation in the product such that it
catches the eyes of the consumer and thereby they can increase the demand for the
product.
Kumaran .M. (November 2017) has conducted a study on “Perception towards
online shopping an Empirical study with respect to Indian buyers.” This research
deals with E-marketing researches concerning the factors which affects consumer
perception towards online purchasing experiences, this research dealt with the
perceived risks, web site 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. The ambience associated with the website is the most important factor
that
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makes a consumer satisfied or dissatisfied. The website efficiency and usability
can improve the buying process and establish confidence in consumers towards
online shopping
1.3 Statement of the problem
Our research was conducted to examine the “satisfaction of consumers by using

online food services “.it will deal with consumer behavior & helps to analyze their
perceptions & will also help us to understand consumer equilibrium. for the
completion of this research we have prepared a fully fledged questionnaire which
were distributed among the 60respondents to know their behavior & the
satisfactionlevel which they get by using online food services app.
1.4 Objectives of the Study
 To study the customer Satisfaction towards Online Food Ordering app Swiggy
 To understand the Concept of Online Food Ordering Process
 To study & identify how the customers are benefited.
 To evaluate the major service provider satisfied the customer.
 To assess the needs, requirements and expectations of the customer in
order to assess their current satisfaction levels
 To offer valuable suggestions for improving the customer satisfaction
∙ 1.5 Scope of the study
The present study is restricted to know about Customer satisfaction towards

SWIGGY . The survey was conducted in different areas and around 56 responses
were collected. 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.
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1.6 Research Methodology
The research design is probability research design and is descriptive research.
Sources of data collection
Primary Data
Primary data has been used by me in the form of Questionnaire & Observation,
which are the two basic methods of collecting primary data,a sample size of 65
respondents have been set for collecting primary data. which suffices all research
objectives.
Secondary data
Secondary data sources like catalogue of the company, product range book of the
company, journals , various internet sites and Literature Reviews have been used.
1.7 Sampling design
The research was designed to achieve the above mentioned objectives and the
following tools were used to collect the required data.
Sampling method
A sample is considered during a research when the size of the population is very
large and a set is chosen to represent the whole population, this set is called a
sample is a representative of the population under study.
There are two methods of sampling i.e., probability and non probability sampling.
To carry out this project I have used non probability sampling method.
Sampling frame
The sample frame represents the groups of respondents that were contacted during
the survey it also represents the profession of the respondents that were connected
for data. Sampling technique
To carry out this project Convenience technique has been used
Sample Size
The total sample size for the data collection for the research was 56 respondents.
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Tools for data collection:
Structured Questionnaires were the tools for data collection. The Questionnaire
was neatly designed and constructed for the purpose in line with the objective of
the study.
1.8 Limitations of the study
● The time period for carrying out the research was short as a result of
which many facts have been left unexplored
● Lack of time and other resources as it was not possible to conduct survey
at large level
● Only 56 respondents have been chosen which is a small number, to

represent whole of the population
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Chapter – 2
Company Profile
2.1 Introduction
2.2 Investments and acquisitions
2.3 History
2.4 Funding
2.5 Acquisitions
2.6 Partnerships
2.7 Swiggy Business Model
2.8 Vision & Mission Statement
2.9 Competition
2.10 Key People/Management at Swiggy
2.11 SWOT Analysis
2.12 Marketing Strategies of Swiggy
2.13 Marketing Mix Of Swiggy
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Company Profile
2.1 Introduction
Swiggy is a leading food ordering and delivery startup in India. The company
started operations in 2014 and is headquartered in Bengaluru. Swiggy works by
acting as a bridge between customers and restaurants. It utilizes an innovative
technology platform that allows customers to order food from nearby restaurants
and get it delivered at their doorstep. With Swiggy, customers do not have to keep
the contact numbers of various restaurants and eateries in their locality. Swiggy
works as a single point of contact for ordering food from all restaurants that may
be there at a particular location. Swiggy has its own team of delivery professionals
who pickup orders from restaurants and deliver it at the customer's doorstep. This
has made the task of ordering food a lot easier for customers. Restaurants also
gain by getting more orders and avoiding costs and efforts associated with
maintaining their own delivery personnel. Swiggy is India's largestand most
valuable online food ordering and delivery platform. Founded in 2014, Swiggy is
based out of Bengaluru, India and, as of March 2019, was operating out of 100
Indian cities. In early 2019, Swiggy expanded into general product deliveries,
under the brand name Swiggy Stores.
In September 2019, Swiggy launched instant pick up and drop service Swiggy
Go. The service is used to pick up and drop off a diverse array of items, including
laundryand document or parcel deliveries to business clients and retail customers
In 2013 two founders, Sriharsha Majety and Nandan Reddy, designed an e-
commerce website called "Bundl" to facilitate courier service and ship goods
within India. Bundl was quickly paused, and they moved into the food delivery
market. At the time, the food delivery sector was in turmoil as several notable
startups, such as Foodpanda (later acquired by Ola Cabs), TinyOwl (later acquired
by Zomato) and Ola Cafe (laterclosed) were struggling. Majety and Reddy
approached Rahul Jaimini, formerly with Myntra, and founded Swiggy and parent
holding company Bundl Technologies in
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2014.The company built out a dedicated delivery network and grew rapidly,
primarily driven by the focus on logistics and locking in key resources.
2.2 Investments and acquisitions
By 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
millionfrom new and existing investors, including Bessemer Venture Partners and
Harmony Partners.
In 2017, Naspers led an $80 million funding round into Swiggy. Swiggy received
$100 million from China-based Meituan-Dianping and Naspers in 2018 and then
later a string of investments took the company's valuation to over a $1 billion.
Swiggy acquired Bengaluru-based Asian food start-up 48East in 2017. Swiggy
later acquired Mumbai-based Scootsy Logistics, a struggling food and fashion
delivery service. In 2019, the company invested Rs 31 crore in Mumbai-based
ready-to-eat food brand Fingerlix
2.3 History:
The idea for Swiggy came in 2014, when the founders realized that there was a
huge gap in the food ordering and delivery space. Restaurants often faced
manpower problems and their delivery personnel were also not trained to deliver
food in time. Swiggy started as a small setup in August 2014, with a team of six
delivery personnel and covering 25 restaurants. However, the idea soon became a
huge hit among customers and restaurants alike. Swiggy now has operations in 8
cities and more than 10,000 restaurants on its platform.
2.4 Funding
Swiggy has received investments worth USD 155.5 million via six rounds of
funding. Investors include SAIF Partners, Harmony Partners, Naspers, Norwest
Venture Partners, Bessemer Venture Partners, and Accel Partners.
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2.5 Acquisitions
Swiggy had acquired gourmet food startup '48East' in December 2017. The
acquisition of 48East has helped Swiggy to strengthen its service offerings and
add additional capabilities as well. The deal was done for an undisclosed amount.
About the Founders:

Swiggy was founded by Sriharsha Majety, Nandan Reddy, and Rahul Jaimini.
Sriharsha Majety is an alumnus of Indian Institute of Management, Calcutta and
he currently serves as the Chief Executive Officer (CEO) at Swiggy. Co-founder
Nandan Reddy is an alumnus of Birla Institute of Technology and Science and he
heads operations at Swiggy. He had earlier worked at Galla, Zurna, IDinsight, and
Intellecap. Co-founder Rahul Jaimini is an alumnus of Indian Institute of
Technology,Kharagpur and he is the Chief Technical Officer at Swiggy. Prior to
Swiggy, he had worked at Myntra and NetApp
2.6 Partnerships
Swiggy has partnered with Burger King for providing delivery services. It has
also partnered with Google Local Guide to facilitate customer reviews, and with
Sodexo to enable customers to pay through meal cards.Swiggy has partnered with
Indifi Technologies to facilitate a financing program for partner restaurants
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2.7 Swiggy Business Model
Swiggy has two major revenue streams.
● The major part of Swiggy’s revenue from commission it collects from

restaurants for lead generation and for serving as a delivery partner.
● Swiggy also charges a nominal delivery fee from customers on orders
below a threshold value which 200 rupees for most cities.
2.8 Vision & Mission Statement

Vision
It is the first milestone in Swiggy’s vision to elevate the quality of life for the
urban consumer by offering unparalleled convenience, he added. Swiggy Stores
will give its merchant-partners unmatched access to a combination of core assets
to reach more existing and new customers
Mission
● By 2020, we will expand Swiggy Go to over 300 cities and Swiggy Stores
to all the major metros, ushering in a new era of convenience for
consumers across India
● Our mission is to change the way India eats.
Tagline:
Swiggy karo, phir jo chahe Karo!,
2.9 Competition
Swiggy competes with other players in the food ordering and delivery space such as
Zomato, Box8, Holachef, Dineout, etc.
Competitors
The Indian food delivery market is fairly new and is currently valued at USD15
billion (Nair, 2017). The market is fast growing, and its current main players
besides Swiggy are Foodpanda, Zomato, Aero by Google, TastyKhana,
UberEATS, Tiny owl,
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SpoonJoy, BOX8, and Deliver. Even though there seems to be a lot of players in
the market, Swiggy’s main competition comes from Zomato and UberEATS.
What sets Swiggy apart from most of its competitors is their fast delivery service
and the tracking feature on their mobile app which has also enabled them to
attract venture capital. Sumer Juneja, a principal representing one of the VC
companies funding Swiggy said “The company’s differentiated product offering
includes delivery, which enables Swiggy to deliver a truly end-to-end service for
consumers and restaurants in India (Amarja, 2016). Swiggy’s delivery
infrastructure solves a major need in the market by enabling restaurants to
concentrate on their core business and scale up theirdelivery revenues.”
2.10 Key People/Management at Swiggy
Nandan Reddy Co-Founder
Sriharsha Majety CEO, Co-Founder
Rahul Jaimini Co-Founder
Vivek Sunder COO
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Rahul Bothra CFO
Dale Vaz Head of Engineering
2.11 SWOT Analysis
Strengths — The Swiggy brand has grown to be a good and respected brand in
the eight cities it currently serves. It is associated with quick delivery, a wide
range of restaurants, and well-trained delivery executives.
Weaknesses — The company’s main weakness is the delivery charge for all
orders below Rs 250 while some of their main competitors like Zomato have free
delivery on all orders.
Opportunities — The food delivery market is a relatively new market in India
which lacks a leader. It is a fast-growing market which Swiggy — with the right
marketing strategy — can do well to win and become its leader.
Threats — The irregularities and constant change in Indian laws and government
regulations present a threat to startup companies like Swiggy. Another cause for
concern is the growing health consciousness in India which poses a threat to all
food delivery and serving companies if they fail to meet or maintain improved
health standards. A study by Ali, Kapoor, and Moorthy (2010) showed that a
significant amount of the Indian population is shifting their top priority of food
from price to cleanliness and freshness. Swiggy and other food delivery service
need to maintain their health standards and make cleanliness and freshness a
priority.
2.12 Marketing Strategies of SWIGGY
Swiggy’s marketing strategy aims to leave no one behind from social media users
to TV viewers at an age where most companies have slightly abandoned TV
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advertisements. Their marketing strategy consists of both online and offline
campaigns. The offline marketing strategy also includes the use of billboards and
bus stickers. The online campaigns are promoted via Facebook, Instagram,
Youtube, Twitter, and Pinterest. The company also uses social media to engage
and collect feedback from its customers. Swiggy’s most popular promotions are
#SwiggyTuesdays and Swiggy POP. Swiggy POP is an everyday offering of Rs
99 meals from different restaurants with no delivery charges.
Another of their marketing strategies is to engage their customers directly with
their partnership restaurants. The Indian youth enjoys free things, promotions, and
sells which something that most local and international companies know and
exploit. On top of the promotions on their app, Swiggy also organizes food trails.
These events are daylong walks with free food at Swiggy’s partnership
restaurants. During these food trails, influencers, bloggers, and local celebrities
dress up in the brand’s clothingand lead the customers to the popular food joints
for free meals (Gupta, 2017). Cricketis almost a sacred sport in India. Swiggy has
sponsored cricket games and other sports. In 2017 Swiggy ran a big campaign at
the Indian Premier League where they used both print and TV campaigns to
extend the brand’s reach. After the games, Swiggy reported a 23% increase in
new user orders and 19% increase in the overall orders during the season (Susmita
Biswa, 2017). By doing so, Swiggy has demonstrated an understanding of the
Indian youth culture of loving cheap and free food and used that to their
advantage. The low-income customers can pay Rs 99 meals through Swiggy for
meals they could have paid up to Rs 300 for if they walkedto the restaurant. The
use of local celebrities and influencers also demonstrates an understanding of
local economic constraints and utilizing that knowledge to raise market share.
Indian city roads are usually congested with traffic and to obtain a fast delivery
service, Swiggy uses bikes which can quickly push their way through traffic.
Swiggy also allows cash on delivery on all their orders taking into account that
most of their Indian customers do not have bank accounts or credit cards. Their
media marketing mix also takes into account local considerations by also using
traditional media like
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TV, print, and radio because there is still a significant population of their target
market that still uses these platforms. They maintain a balanced mix of traditional
andonline media as directed by local considerations.
Segmentation:
Swiggy under demographic segmentation mainly targets the younger generation.
The segmentation ages include the teenagers, who would find it very convenient
for food to deliver at their doorstep, the next target group are the college-going
students and also the ones who work at the office and find it difficult to commute
to their favorite restaurant.
The focus, however, has been on the millennials customers and all the brand-
building efforts have been made to make Swiggy their go-to-app when it comes to
food delivery. Under behavioral segmentation, it has found a market segment who
find look for convenience when it comes to food and prefers staying at home and
having aquick meal.
The psychographic segmentation, it targets the customer who believes that it is
better to have food delivered to them than go all the way to the restaurant and
avoid all the traffic in the city. Swiggy targets people who want to live a
convenient lifestyle.
Target:
Swiggy has been able to cater to the huge target audience and these audiences
have varied characteristics, ages, and behavior. Looking at India’s market size,
Swiggy has a great population to target but its main and ideal target audience is
the ages of 18-35. These are the people who are college students, working
professionals or entrepreneurs who have a good lifestyle and are living in posh
localities.
Positioning:
Swiggy has made the food delivery not just an extended arm of restaurants and
has profited well out of this business. The main positioning strategy of Swiggy is
an app that helped customers get the food they want, wherever they want.
All the marketing efforts made my Swiggy has helped create an image that
Swiggy makes life convenient and easy for its customers and promises best
customer
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experience and aims to keep every customer both partner restaurants and the
customers satisfied with the services.
It is positioned to revolutionize the way people eat their food. It has the motto that
“no customers go hungry” and helps customers connect with their favorite
restaurants with a click of the button.
Distribution in the Marketing strategy of Swiggy
Swiggy has the strategy of making Hyperlocal product deliveries. It has a delivery
diversification strategy. It aims to not only make the delivery for the food, but it
also aims to create a delivery system for medicine, grocery, gift shops, and flower
shops and capture a larger share of the delivery market of India.
This is the concept of “Swiggy stores” will be first launched in Gurugram and has
already partnered with 3500 stores. It also aims to extend its services in all the
developing cities of India and capture the market share.
Swiggy has a business model to accumulate restaurants and his own fleet of
delivery partners. Swiggy has a dual partnership model, as it benefits both the
customers and the restaurants who get the food orders.
Brand equity in the Marketing strategy Swiggy:
Swiggy has mastered the concept of bringing the food to the customers rather than
the customers to the restaurants for food. Swiggy has become a go-to-app when it
comes to delivering food at their doorsteps. Swiggy has become very popular
among the millennial customers of India.
Swiggy now aims to set kitchens jointly with restaurants for higher revenues. It
also aims to extend its services to Swiggy stores and expand their delivery
business into other products. According to a report, restaurants claim that they get
50% of their order from Swiggy and 20-25% from Zomato.
Swiggy clearly has a greater market share in the delivery business and is one of
the highest funded startups in India. The brand name Swiggy has become a
synonym for quick food in the customers head and expanding the business of
Swiggy will prove to be a good strategy.
28
Competitive advantage in the Marketing strategy Swiggy
The sharp focus on logistics:
Swiggy aims to control the entire value chain of the customer’s experience and
this strategy has helped in triumph in the market place. Swiggy has done many
things right and one of them is its excellent focus on logistics of the operation.
Swiggy from the beginning knew that to crack the delivery market was to build an
extensive network for logistics due to which Swiggy has built a sound and
sustainable business model.
Business strategy:
Swiggy was a late entrant in the online food delivery and ordering space in 2014
but it has now become a billion-dollar company and now Zomato is playing catch
up. Swiggy has its own growing fleet of delivery partners and the fleet is growing
with currently
1.25 lakh active partners.
This has allowed Swiggy to deliver its promise to deliver food within 30 min to
the customers with just a tap. Swiggy has recently launched the Swiggy Access
kitchen, which is the ready-to-occupy kitchen which is offered to restaurant
partners rent-free access with all required amenities, Swiggy aims to provide
assistance to the restaurant owners to optimize their kitchens in terms of demand
forecasting, stocks planning and order edits, etc.
Innovative strategies like these are a major point of differentiation for Swiggy.
Technology focus:
Swiggy is a food-tech company and has a core-logistics platform and Swiggy
heavily leverages technology to help customers and the restaurants get the best of
services. All the conditions are analyzed with the help of data analytics like the
traffic conditions, predict the preparation time for the restaurants depending on
the number of orders, location of the delivery executives to smartly provide them
with thedelivery time and promise to the end customers.
The partner restaurants get a snapshot of all the key operational metrics and also
all the financials. In the back end, Swiggy has analytics engines that mine
customer data to determine the preferences and helps Swiggy partner with the
right restaurants.
29
Competitive analysis in the Marketing strategy of Swiggy
The Indian food delivery market is valued at $15 Billion and is predicted to have
exponential growth. It has now become a very competitive market. Swiggy faces
tough competition from Zomato and other start-ups like Foodpanda and Faasos.
Uber eats has also been capturing Swiggy’s market share by providing cheaper
and quality food to the price conscious Indian customers. In Mumbai and
Bangalore, Google has also launched its delivery app called Areo.
The competition is getting tougher for Swiggy. Both Swiggy and Zomato has
been increasing its expenditure through incentives and discounts as they battle for
supremacy. The current burning of Swiggy is pegged at more than $16 million
and Zomato about $17-18 million.
Swiggy needs to get more creative in its business model to stay ahead of the
competition.
Customer analysis
Swiggy has two major customers, the restaurants from which it collects
commission from and serving as a delivery partner and the other customers are
the people who order food through the app. The main customer segments are the
people who do not want to go out to eateries and restaurants to buy food.
30
People who want to order food online and want it delivered in their doorstep. The
recent business expansion is through the groceries, electronics, flower and gift
shops. Promotion Strategy
Swiggy is now a very reputed brand and it’s not just because of its quality services but
due to its excellent social media strategy. On Facebook itself, Swiggy has 174K
followers which are highest among the competitors. Every campaign of Swiggy is
remarkable as they are extremely engaging and is very interactive.
The posts are light, appealing, have good quality and are humor based.
Campaigns like #EatYourVeggies, #SuperSwiggy, #EarnYourCheatMeal conved
the notion of eating healthy by using witty one-liners and puns. Swiggy has also
used influencers tomarket its services.
Swiggy also proves the number of discounts, rewards, and recognition to create
brand loyalty among the customers.
2.13 Marketing Mix of Swiggy – Swiggy Marketing Mix
Swiggy is a delivery company associated with food and beverage industry. It is an

Indian company that was launched with the purpose of offering a complete
solution to the urban foodie in terms of food ordering and delivery from best
restaurants located in the vicinity. It is a partnership based company and was
founded in the year 2014, August by its co-founders Nandan Reddy, Sriharsha
Majesty and Rahul Jasmine. It faces competition from following
● Foodpanda
● Tiny owl
● Zometa
● SpoonJoy
● BOX8
● Deliver
31
Product in the Marketing Mix Of Swiggy :
Swiggy is one of the popular delivery companies that supplies ordered food and
beverage items to its customers. It has created a single window and included a
wide range of food parlours and restaurants under its umbrella.
A customer now can make a choice from visual menus of restaurants in
neighbourhood and order online. Ordering food and getting a swift delivery has
become a hassle-free option from a customer viewpoint because of Swiggy. The
company has estimated seven hundred and fifty restaurants on its platform and
receives nearly seventy thousand orders on monthly basis. Swiggy is not
accountable for the quality of food as it only delivers from one hand to another.
In the case of complaints it usually takes up to the restaurant in question. The
company encourages promotions and ratings of restaurants for online delivery.
Swiggy has launched an On-Time-Delivery service titled Swiggy Select that
guarantees cashback if the order does not reach a customer in stipulated time-frame.
Place in the Marketing Mix Of Swiggy :
Swiggy has spread its presence to few cities in India like Bengaluru, Gurgaon,
Pune, Chennai, Delhi, Hyderabad, Kolkata and Mumbai. It has its headquarters
base at Bengaluru in Karnataka and has established its corporate offices at
Hyderabad in Telangana and Gurgaon in Haryana. It is a popular app that takes
order for food delivery from listed restaurants on its portal. Swiggy has set up a
strong and widespread distribution network to offer prompt and best results.
It has an exclusive fleet of personnel that includes services of nearly eight
hundred delivery people working on-field. They are involved in picking up orders
from selected restaurant and delivering it to customers. Delivery boys are
equipped with Swiggy App and smartphones that make tracking of a delivery
throughout routeing algorithms easy. Swiggy has hired Shadowfax Technologies,
a third-party delivery company, for part- time distribution in Delhi and
Bengaluru.
Price in the Marketing Mix Of Swiggy :
Swiggy has an extensive workforce and this flexibility prompts it to allow its
customer a policy of no minimum order. This has increased its customer base
to a
32
great deal. Swiggy was able to raise 2 million dollars in Series A funding from
Accel Partners and SAIF Partners. During Series B it raised 16.5 million dollars
funding from an undisclosed investment firm and Norwest Venture Partners.
Swiggy has tie- ups with restaurants that offer a minimum of 15% to 25%
commission and this has helped it in increasing its distributive channel and
garnering better revenues. It also charges a minimum delivery fee from its
customer irrespective of a small or high amount order. Promotion in the
Marketing Mix Of Swiggy :
Swiggy realises the importance of a good marketing strategy and has adopted
several plans to create further brand awareness. It relies heavily on mouth
publicity and satisfied customers is its greatest advertising tools as they
recommend the brand to friends and family. Swiggy has adopted online marketing
strategy and has taken help of social media platforms like Twitter, Facebook,
Instagram, YouTube and Pinterest via innovative and interesting ad campaigns
like #SingWithSwiggy and #DiiwaliGhayAayi.
Its Facebook page is very popular and active as it offers regular updates and
encourages active participation. Swiggy has launched innovative videos that have
become very popular amongst masses like Swiggy Goes International. The
company runs contests to encourage direct participation by customers through
#SwiggyTuesdays and offers to munch bag and coupons as rewards. Ahead of its
launch in Mumbai city, it partnered with popular Dabbawalas of Mumbai to get a
better grasp of the situation and later used it as a promotional strategy to gain
brand exposure.
33
Chapter – 3
Conceptual Frame Work
3.1 Introduction
3.2 The concept of online food delivery apps
3.3 Nature of Food Delivery Apps
3.4 Types of food delivery app monetization
3.5 Commission percentage
3.6 Statistics about the food industry.
3.7 Top Ten Online Food Delivery Apps
34
Conceptual Frame Work
3.1 Introduction
Food delivery apps are certainly one of the vital apps that any food lover will have
on their smartphones. And if you are a foodie then you definitely don’t just like
food but 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.
3.2 The concept of online food delivery apps
Food delivery apps facilitate the delivery of meals from local restaurants or food
cooperatives. Online food delivery apps allow customers to order from a wide
variety of establishments with a single tap on a mobile phone
In 2011, Americans spent $69 billion on take-out. Almost all of it was placed over
the phone. From paper menus.
Grubhub CEO Matt Maloney
The main advantage of food delivery apps is the ease and simplicity they provide.
Customers don’t have to call to make an order and then go to a restaurant to pick
it up. Food delivery apps provide all of this in just a few clicks. Online services
enable customers to look for their favorite restaurants, view menus, place orders,
and pay.
35
3.3 Nature of Food Delivery Apps
Now let’s consider the key food delivery platforms and see what results they’ve
achieved
36
Success of key food delivery players
Delivery Hero Foodpondo
The largest food delivery

Operating on fivo oontinorita
network in the world
2.
Present in ten
12 million orclers processed
African countries
each month
and thrae in the
Midclle East
Currently valued at $3.1biIlion
Roiasd $318 million

in funding to date
GrubHub
Deliveroo
In 2015, sent W4 billion
1.
in gross food solas
Raised nearly 820o million
to tokeout restaurants
in funcling
2.
Prooaoses on average
More than 30O employees
of nearly 24/D0o orders daily
and 5,o00 drivers
3. g
Has around B.75 million Investors inclucle Oreenooks
active ussra Capitol and Inclsx Ventures
1. Lika-for-like order growth of 46a in 2oi5

1 Over II million active usera
3. Revenue of £iO76 million{B155.5 million)
in the gix months to 30 June 2oi5
37
How have these companies achieved such success? Let’s consider what sources of
revenue the biggest food delivery platforms have and learn how food delivery
apps make money.
3.4 Types of food delivery app monetization
Delivery charges
If a restaurant doesn’t have its own delivery team, such kind of an app can take
care of delivery for a fee. Delivery fees can be a percentage of the order price or a
flat fee depending on distance.
Deliveroo applies this method of monetization. As report shows, Deliveroo made
£129 million from delivering restaurant food to сustomers’ homes. The
company’s revenue comes from a £2.50 charge to customers for each delivery and
commission charged to restaurant owners (generally 10 percent of the order
price). Deliveroo can typically generate £16.50 each hour per driver.
Since delivery charges are the main revenue source of all food delivery apps,
we’ve made a comparison table that shows the delivery fees of popular food
delivery apps.
Food delivery app Delivery fees
UberEats Flat rate starting at $4.99 and varying based on distance
DoorDash From $0.99 to $7.99 plus a service fee of 7–15% per order
Caviar From $1.99 to $8.99 plus a service fee of 18% on all orders
Swiggy 30–35% of the order price
GrubHub Standard $9.99 delivery fee
38
Foodpanda 10% commission along with 2% service charge
Pros and cons of monetizing with delivery charges

Charging for delivery is a good approach for stable income, but it can be hard to
stay afloat using this model alone. Therefore, you should think about additional
sources of income such as surcharges during peak hours.
Peak hours
Let’s consider one more way to make money with food delivery apps. This
monetization approach involves a delivery surcharge during peak hours. For
example, UberEats sets surge pricing during lunch and dinner. At peak hours,
UberEats limits menus and locations and charges an extra fee to make them
available. To see how successful this approach can be, look at the graph below
that shows the average UberEats income per delivery by city.
Pros and cons of monetizing with surcharges during peak hours

Charging more during peak hours is a great way of bringing in extra revenue. But
keep in mind that not all customers are ready to pay a premium and may just go to
a competitor where the service is cheaper.
Advertising
39
Advertising is another way that food delivery apps make money. A delivery app
can offer advertising to restaurants at additional cost. In a delivery app,
advertising can mean listing a restaurant at the top of search results for a period of
time. This is one of the major sources of revenue for Swiggy. Swiggy charges
money to restaurant owners to feature their restaurants in the app. By being on a
featured list, restaurants are shown above others in search results and can attract
more customers.
UberEats makes money through advertising income from restaurant partners. Like
Swiggy, UberEats charges restaurant owners a marketing fee to feature their
restaurants.
Pros and cons of advertising

Since the market now has a huge number of restaurants, this means great
competition. Many people want to advertise their restaurants and be more visible
than others. Advertising is an excellent source of income. But partner only with
trusted restaurants that have good customer feedback.
40
3.5 Commission percentage
One more approach to monetize a food delivery app is a commission percentage.

Online food delivery apps can collaborate with restaurants on predefined
commission rates based on the order size. For example, Just Eat makes money by
charging restaurants commission on transactions. Today, the company boasts a
market capitalization of $3.5 billion and operates in 15 countries.
One more example of a company that applies this approach to monetization is
Deliveroo. Charging commision to restaurants has increased Deliveroo’s revenue
by 20 to 25 percent a month for the last three years. The company’s latest funding
round in November 2017 raised $100 million, valuing Deliveroo at around $600
million.
Pros and cons of commission percentage
Commission percentage is a good way to make money and can lead to long-term
customer relationships. But the size of the commission may vary depending on the
restaurant level, its average revenue, and other factors.
There are also alternative ways to make money with food delivery apps:
1. Third-party advertising
2. Allowing restaurants to list their services through the food delivery app for
a fixed monthly fee
3. Charging extra for delivery during bad weather conditions
4. App homepage advertising
5. Extra fee for rush delivery
6. Extra fee for businesses that want to open a restaurant using the mobile app
41
3.6 Statistics about the food industry.
42
3.7 Top Ten Online Food Delivery Apps
1. Delivery.com (Android, iOS)

An app that offers users the option to browse from 1000+ restaurants & food
stores to get your favourite mean anytime. As the ordering is free you get to save
time to tackle and does your work list at home or on the go.
Key Features:
● Get access to all favourite local restaurants
● Even beer, wine or spirits are delivered at your door via this app
● Enables grocery and home essentials shopping
● Other than food orders, they provide options like wash & fold, dry cleaning
● Can save the address, payment details, order history, etc. for quick reordering
● Available in 100+ cities across the US including Los Angeles, San
Francisco, NYC, Washington DC, Philadelphia, Chicago, Boston, etc.
2. Swiggy (Android, iOS)
Order food and beverages from your favorite and nearest restaurants. Swiggy app
delivers food from your neighbourhood local joints, food cafes, or even 5 -star
restaurants with absolutely no minimum order restrictions.
43
Essential Features:
● Get amazing deals sponsored by both Swiggy and restaurants
● Live track your food delivery right from the moment you place your order
● Multiple payment option available
3. Zomato (Android, iOS)
Discover the best and nearest restaurants either to eat out or order in from. Check
through restaurant photos, menus, and customer reviews and ratings to decide
where you want to eat your next meal. The app runs across UAE, Philippines, and
India.
Essential Features:
● Easy search for restaurants, pubs, cafes, and more by location and cuisine
● Utilize advanced filters to find the best restaurant
● View images of restaurants, menus, user reviews, etc.
44
4. Uber Eats (Android, iOS)
Find your local flavors anytime you want with Uber Eats. Customers can either
search for all near or around restaurants, specific restaurant, dish, or cuisine and
order it. This app is currently available in all metro cities across countries
Essential Features:
● Pay easily with your existing Uber account
● Track your order in real time
● Nearest or farthest, order from anywhere
5. McDelivery (Android, iOS)
From healthy meals to happy meals, McDonald’s serves best and fresh food that
will always find ways to show commitment to customers and the food they
deliver.
Users can use this app to pick out your favourite item and even add deals and
offers if available. The app automatically detects the user’s proximity to any of
the nearby restaurant location, thus making ordering much easier.
45
Essential Features:
● Discover delicious McDonald’s deals
● See local menu prices, deals, order your favourites and pay online
● Users can get news, offers & promotions delivered right to your inbox
● Find your closest McDonald’s store
6. Yelp (Android, iOS)
With more than 130 million restaurant options across the globe, Yelp is
considerably one of the biggest and preferred food apps for foodies. If you are
new to the city, then Yelp is your food guide to finding the right places from
breakfast to dinner.
Essential Features:
● Easily find the nearest and top-rated restaurants
● Book a table wherever and whenever you want
● Get amazing deals on food and drinks
7. Delivery Hero (Android, iOS)
Users can easily browse thousands of restaurant menus within the app to find your
favorite dish and restaurant and with just a few clicks get the most delicious food.
Orders and payments can be conveniently placed online, making it easier to
choose the best restaurant every time.
46
Essential Features:
● Deliver traditional takeaway and more
● Largest food network with around 290,000+ restaurant partners
● Assured choice, convenience, reliability, and quality
● Convenient ordering and payment
● Operates in 39 markets globally
8. Foodpanda (Android, iOS)
Foodpanda is one of the largest food delivery apps and serves in more than 50
countries. With more than 15000 restaurant options, Foodpanda brings a lot of
variety of cuisines to the customers’ tables such as Mexican, Chinese, Thai,
Continental, etc.
47
Essential Features:
● Choose from the best restaurants nearby you
● Widest variety of cuisines
● Get access to live status updates to track your food
9. Whole Foods Market (Android, iOS)
Make life simpler, healthier with the new Whole Foods Market app where you
can browse dishes, save recipes, get filters for special diets; create shopping lists
and much more. This app serves to be an incredibly useful app to find all organic
and vegan food needs from the nearest stores.
Essential Features:
● Display offers and items on sale
● It’s an American supermarket chain that sells products free from
hydrogenated fats, artificial colours, flavours, preservatives, etc.
● Get access to more than 3800 recipes that every user would love to try
● Prime members of the app receive better deals and offers
10. Takeaway.com (Android, iOS)
Using your smartphone or tablet order food online with ease. Get best offers and
order from thousands of restaurants around you. Users can order pizza, meals,
pasta, Chinese or Indian takeaways in just a few clicks.
48
Essentials Features:
● Map view features available for all listed restaurants
● Safety payment with credit, debit or even PayPal
● Consist of a wide selection of cuisines
● Users can create filters for distance, popularity, newest restaurants, price,
product, etc.
● Available in 4 languages including Dutch, English, French & German
49
Chapter - 4
Analysis of data and interpretation
Table No: 4. 1: Classification on the basis of Marital Status
Marital Status No of Respondents

Married 3
Unmarried 53
Total 56
Source: Primary Data
Graph 4. 1 Classification on the basis of Marital Status
100.00%
94.60%
90.00%
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00% 5.40%
0.00%
Married Unmarried
Source: Table No. 4.1

Analysis and
Interpretation
It is clear from the table that 5.40% of the respondents are married and 94.60% of the
respondents are unmarried. So with this we can interpret that majority (94.60%) of
50
the respondents participated in the survey are unmarried.
51
Table No: 4.2: Classification on the basis of Age Group
Age group No of Respondents
Below 20 2
Between 21-30 50
Between 31 – 40 3
Above 41 1
Total 56
Graph 4.2 Classification on the basis of Age Group
100.00%
92.90%
90.00%
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00% 5.40%
3.60% 1.80%
0.00%
Bellow 20 Between 21- 30 Between 31- 40 Above 41
Source: Table No.4.2

Analysis and Interpretation
The above table and graph analysis represents that 3.60% of the respondents age group
is below 20 years, 92.90% of the respondents age group is between 21-30 years and the
5.40% of the respondents age group is between 31-40 years and1.80% above 41 years old.
Majority of the respondents found in the survey are between 21-30 years of age group.
52
Table No 4.3: Table showing Respondent’s Educational Qualification
Educational Qualifications No of Respondents
Matriculation 2
PUC/Diploma 2
Graduate 38
Post Graduate 8
Other 6
Total 56
Sources: Primary Data
Graph: 4.3 Table showing Respondent’s Educational Qualification
80.00%
70.00% 67.90%
60.00%
50.00%
40.00%
30.00%
20.00%
14.30% 12.40%
10.00%
3.60% 1.80%
0.00%
Matriculation PUC Graduate Post Graduate Others
Analysis and
Interpretation
The above table and graph analysis represents that 3.60% of the respondents
educational qualification is matriculation, 1.80%% of the respondents educational
qualification is PUC/Diploma, 67.90% of the respondents educational qualification is
graduation, 14.30% of the respondents educational qualification is post graduation
and 12.40% of the respondents educational qualification is others.
Majority of the respondents found in the survey are graduates.
53
Table No: 4.4: Classification on the Basis of Respondent’s Occupation
Designation No of Respondents
Professional 7
Govt. Employees 3
Student 37
Others 9
Total 56
Graph: 4.4 Classification on the Basis of Respondent’s Occupation
80.00%
73.20%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
12.50%
10.00% 8.90%
5.40%
0.00%
Govt. Employees Professional Students Others
Analysis and
Interpretation
The above graph analysis represents that 12.50% of the respondents are Professionals,
8.90% of the respondents are Others, 5.40%% of the respondents are Govt.
Employees, 73.20% of the Respondents are Students .
Its interprets that majority of the respondents are participated in the survey are
students..
54
Table No: 4.5: Table showing Monthly Income of the Respondents
Particular No of Respondents
Less than 20000 43
20001-35000 6
35001-50000 4
Above 50000 3
Total 56
Graph: 4.5 Graph showing Monthly Income of the Respondents
90%
82%
80%
70%
60%
50%
40%
30%
20%
10%
10% 6%
2%
0%
Less than 20000 20001-35000 35001-50000 Above 50000

Analysis and
Interpretation
The above table and graph analysis represents 82% of the respondents monthly
income is less than 20000, 10% of the respondents monthly income is between
20001to 35000, 6% of the respondents monthly income is between 35000 to 50000
and 2%of the respondents monthly income is above 50000.
Majority of the respondents found in the survey belongs to monthly income less than
55
20000.
56
Table No: 4.6 Table shows on the Basis Respondent’s order food online
Yes 49
No 7
Total 56
Graph: 4.6 Graph shows on the Basis Respondent’s order food online
100.00%
90.00% 87.50%
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
12.50%
10.00%
0.00%
Yes No

The above table and graphs showing that 87.50% are ordering food through
online ,and 12.5% are not order online foods.
57
Table No: 4.7 Table showing which Company comes first to mind while here the
word food ordering app
Swiggy 29
Zomato 24
Others 3
Total 56
Graph: 4.7 Graph showing which Company comes first to mind while here the
word food ordering app
60.00%
50.90%
50.00%
43.60%
40.00%
30.00%
20.00%
10.00%
5.50%
0.00%
Swiggy Zomato Others

Analysis and
Interpretation
The above table and graph analysis represents that 50.90% of the Respondents
belongs to Swiggy, and 43.60% of the respondents are told that Zomato Company
comes to mind while here the word food ordering app after swiggy , and 5.50% are
others .
Its interprets that Majority of the Respondents are well known about Swiggy
Company.
58
Table No: 4.8 Table shows respondents prefer online food delivery
Faster delivery 14
Convenient 1
Time saving 13
Money Saving 7
All of the above 21
Total 56
Graph: 4. 8 Graph shows respondents prefer online food delivery
40%
37.50%
35%
30%
25.00%
25% 23.20%
20%
15%
12.50%
10%
5%
1.80%
0%
Faster delivery Convenient Time saving Money saving All the above
Analysis and
Interpretation
The above table and graph analysis represents that 25% of the respondents are opined
faster delivery they prefer online food delivery , 1.8% of the respondents are opined
Convenient they prefer online food delivery , 23.20% of the respondents are opined
Time saving they prefer online food delivery , 12.50% of the respondents are opined
Money saving they prefer online food delivery , 37.50% of the respondents are
opined All of the above they prefer online food delivery
Its interprets that majority of the respondents opined All the above they prefer online
59
food delivery (37.50%).
60
Table No: 4. 9 Table shows respondents Come to know about Order food line
Advertisement 29
Friends & Relatives 18
Word of Mouth 0
Other sources 9
Total 56
Graph: 4. 9 Graph shows respondents Come to know about Order food line
60.00%
52.70%
50.00%
40.00%
32.70%
30.00%
20.00%
14.50%
10.00%
0.00%
0.00%
Advertisement Friends & Relatives Word of mouth Other Sources

Analysis and
Interpretation
The above table and graph analysis represents that 52.70% of the respondents opined
They come to know about Online Food Ordering apps through Advertisement,
32.70% ofthe respondents opined They come to know about Online Food Ordering
apps through Friends and relatives and 0% of the respondents opined They come to
know about Online Food Ordering apps through Word of mouth, and 14.50% comes
from other sources
Its interprets that majority of the respondents opined They come to know about
61
Online Food Ordering apps through Advertisement. (52.70%)
62
Table No: 4. 10: Table shows How often do respondents order food in online
Regularly 10
Frequently 30
Often 16
Total 56
Graph: 4. 10 Graph shows How often do respondents order food in online
60.00%
53.60%
50.00%
40.00%
30.00% 28.60%
20.00% 17.90%
10.00%
0.00%
Regularly Frequently Often

Analysis And
Interpretation
The above graph analysis represents that 17.90% of the Respondents opined that they
Regularly order Food in Online, 53.60% of the Respondents opined that they
Frequently order Food in Online, 28.60% of the Respondents opined that they often
order Food in Online.
Its interprets that majority of the respondents order food in online Frequently (53.60%)
63
Table No: 4. 11: Respondents do prefer to order food in Online
Over the mobile app 47
Over the web browser 7
Others 2
Total 56
Graph: 4. 11 Respondents do prefer to order food in Online
90.00%
83.90%
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
12.50%
10.00%
3.60%
0.00%
over the mobile app over the web browser others

The above table and graph showing that 83.90% of the respondents are opined that
they order food in online through over the mobile app, and 12.50% of the respondents
are opined that they order food online through Over the web browser and 3.60%are
use other process.
Its interprets that majority of the respondents opined that they order food in online
through over the mobile apps
64
Table No: 4.12: Table shows Approximate money spend on ordering food per time
Particular No of
Respondents
<150 21
<250 26
<500 6
More than 500 3
Total 56
Graph: 4. 12 Graph shows Approximate money spend on ordering food per time
50.00%
46.40%
45.00%
40.00% 37.50%
35.00%
30.00%
25.00%
20.00%
15.00%
10.70%
10.00%
5.40%
5.00%
0.00%
<150 <250 <500 More than 500
Analysis and
Interpretation
The above table and graph showing that 37.50% of the respondents opined that they spend
< 150 Rupees spend on ordering food per time, 46.40% of the respondents opined
that they spend < 250 Rupees spend on ordering food per time, 10.70% of the
respondents opined that they spend <500 Rupees spend on ordering food per time and
5.40% spend more than500.
Its interprets that majority of the respondents opined that they spend < 250 Rupees
65
spend on ordering food per time
66
Table No: 4. 13: Table shows respondents Typically order meal food online
Break fast 3
Lunch 12
Snacks 7
Dinner 34
Total 56
Graph: 4. 13 Graph shows respondents Typically order meal food online
70.00%
60.70%
60.00%
50.00%
40.00%
30.00%
21.40%
20.00%
12.50%
10.00%
5.40%
0.00%
Breakfast Lunch Snacks Dinner
Analysis and
Interpretation
The above table and graph showing that 5.40% of the respondents opined that they
order breakfast through online, 21.40% of the respondents opined that they order
Lunch through online, 12.50% of the respondents opined that they order Snacks
through online and 60.70% of the respondents opined that they order Dinner food
through online
Its interprets that majority of the respondents opined that they order dinner
through online (60.70%).
67
Table No: 4. 14: Table shows respondents that food ordering App will prefer
for online food order
Swiggy 30
Zomato 24
Food Panda 1
Others please specify 1
Total 56
Graph: 4. 14 Graph shows respondents that food ordering App will prefer for
online food order
60.00%
52.70%
50.00%
43.60%
40.00%
30.00%
20.00%
10.00%
1.80% 1.80%
0.00%
Swiggy Zomato Food Panda Others

Analysis and
Interpretation
The above table and graph showing that 52.70% of the respondents opined that they
prefer Swiggy App for ordering food through online, 43.60% of the respondents
opined that they prefer ZomatoApp for ordering food through online & 1.80% of the
respondents opined that they prefer Food Panda App and 1.80%others for ordering
food through online.Its interprets that majority the respondents opined that they prefer
68
Swiggy App for ordering food through online
69
Table No: 4. 15: which advertising influences to buy / suggest any product
Magazines & newspapers 5
Friends and Relatives 15
TV Commercial 3
Online advertisements 20
13
Social Media
Total 56
Graph: 4. 15 which advertising influences to buy / suggest any product
40.00%
36.40%
35.00%
30.00% 27.30%
25.00% 23.60%
20.00%
15.00%
10.00% 7.30%
5.50%
5.00%
0.00%
ia
l
es
ts
er
cia
ed
en
iv
ap
er
lM
lat
em
sp
m
re
w
tis
m
cia
ne
Co
er
an
So
dv
d
TV
an
ds
ea
ien
es
in
in
Fr
nl
az
O
ag
M

Analysis and
Interpretation
The above table and graph shows that 7.30% of the respondents are opined that
Magazine Advertisement influences to buy / suggest any product, 27.30% of the
respondents are opined that Friends and relatives influences to buy / suggest any
product through online, 5.50% of the respondents are opined that TV Commercial
Advertisement influences to buy / suggest any product, 36.40% of the respondents
belongsto Online Advertisement and 23.60% of the respondents are opined that
Advertisement by Social Media- Blogs, forums, social networking sites influences to
buy / suggest any product through online.Its interprets that majority the respondents
are opined that Online advertisement influences to buy / suggest any product through
70
online (36.40%)
71
Table No: 4. 16: Table shows How did respondents Come to Know about Swiggy
Friends 28
T.V., news paper and magazines 1
Advertisements 26
I haven't heard of it 1
Total 56
Graph: 4. 16 Graph shows How did respondents Come to Know about Swiggy
60.00%
49.10%
50.00% 47.30%
40.00%
30.00%
20.00%
10.00%
1.80% 1.80%
0.00%
Friends T.V, newspaper and Advertisements I haven’t heard of it
magazines

Analysis and
Interpretation
The above table and graph showing that 49.10% of the respondents come to know
about Swiggy through Friends, 1.80% of the respondents come to know about
Swiggy through TV, Newspaper & Magazines, 47.30% of the respondents come to
know about Swiggy through Advertisement and 1.80% of the respondents haven’t
heard of it.
Its interprets that majority the respondents come to know about Swiggy through
Friends (49.10%)
72
Table No: 4. 17: Table shows respondents experience on other apps as
compared to Swiggy
Better 22
Equal 24
Poor 6
Not applicable 4
Total 56
Graph: 4. 17 Graph shows respondents experience on other apps as compared to
Swiggy
45%
41.80%
40.00%
40%
35%
30%
25%
20%
15%
10.90%
10%
7.30%
5%
0%
Better Equal Poor Not applicable
Analysis and
Interpretation
The above table and graph showing that 40% of the respondents opined that when
they compared to other apps Swiggy apps give better experience to him, 41.80% of
the respondents opined that when they compared to other apps Swiggy apps give
equal experience to him, 10.90% of the respondents opined that when they compared
to other apps Swiggy apps give Poor experience to him & 7.30% of the respondents
are belongs to not applicable.Its interprets that majority the respondents opined that
73
when they compared to other apps Swiggy apps give equal experience to him
(41.80%).
74
Table No: 4. 18: Table shows respondents experience the delivery of Ordering
Food at the promised time
On time 19
Almost 32
Not on time 5
Total 56
Graph: 4. 18 Graph shows respondents experience the delivery of Ordering Food
at the promised time
60.00%
55.40%
50.00%
40.00%
35.70%
30.00%
20.00%
10.00% 8.90%
0.00%
On Time Almost Not on Time

Analysis and
Interpretation
The above table and graph showing that 35.70% of the respondents opined on time
the delivery of Ordering Food at the promised time , 55.40% of the respondents
opined Almost the delivery of Ordering Food at the promised time , 8.90% of the
respondents opined Not on time the delivery of Ordering Food at the promised time
Its interprets that majority the respondents opined Almost the delivery of Ordering
Food at the promised time (55.40%)
75
Table No: 4. 19: Table shows respondents rate the food packing style by Swiggy
Excellent 15
Good 28
Neutral 8
Average 4
Bad 1
Total 56
Graph: 4. 19 Graph shows respondents rate the food packing style by Swiggy
60.00%
50%
50.00%
40.00%
30.00%
27%
20.00%
14%
10.00% 7%
2%
0.00%
Excellent Good Neutral Average Bad
Source: Table No.4.19 Analysis and

Interpretation
The above table and graph showing that, 26% of the respondents rate the Food
Packaging Style by Swiggy as Excellent, 50% of the respondents rate the Food
Packaging Style by Swiggy as Good.14.30% are give Neutral ,7.10% average and
1.80% bad
Its interprets that majority the respondents Packaging Style by Swiggy as good (50%)
76
Table No: 4. 20: Table shows rate various aspects of Swiggy in Delivery service
Excellent 14
Good 28
Average 13
Bad 0
Terrible 1
Total
Graph: 4. 20 Graph shows respondents rate various aspects of Swiggy in
Delivery service
60.00%
50.00% 49.10%
40.00%
30.00%
25.50%
23.60%
20.00%
10.00%
1.80%
0.00%
0.00%
Excellent Good Average Bad Terrible

Analysis and
Interpretation
The above table and graph showing that 25.50% of the respondents opined that Quality
service offered by Swiggy is Excellent, 49.10% of the respondents opined that
Quality service offered by Swiggy is Good and 23.60% of the respondents opined
that Quality service offered by Swiggy is Average. 0% bad and 1% Terrible. Its
interprets that majority the respondents opined that Quality service offered by Swiggy
is Good, (49.10%).
77
Table No: 4. 21: Table shows respondents say about the Cost charging for
Swiggy Service
High 14
Medium 36
Low 2
Can't say 4
Total 56
Graph: 4. 21 Graph shows respondents say about the Cost charging for Swiggy
Service
70.00%
63.60%
60.00%
50.00%
40.00%
30.00%
25.50%
20.00%
10.00% 7.30%
3.60%
0.00%
High Medium Low Can’t Say

Analysis and
Interpretation
The above table and graph showing that 25.50% of the respondents opined High the
Cost charging for Swiggy Service , 63.60% of the respondents opined Medium the
Cost charging for Swiggy Service , 3.60% of the respondents opined Low the Cost
charging for Swiggy Service , 7.30% of the respondents opined Can't say the Cost
charging for Swiggy Service . Its interprets that majority the respondents opined
Medium the Cost charging for Swiggy Service (63.60%).
78
Table No: 4. 22: Table shows respondents give ratings towards satisfaction level
with Swiggy services
Outstanding 9
Very satisfactory 14
Satisfactory 24
Somewhat satisfactory 9
Total 56
Graph: 4. 22 Graph shows respondents give ratings towards satisfaction level
with Swiggy services
50.00%
45.00% 43.60%
40.00%
35.00%
30.00%
25.00% 23.60%
20.00%
16.40% 16.40%
15.00%
10.00%
5.00%
0.00%
Outstanding Very satisfactory Satisfactory Somewhat satisfactory

Analysis and
Interpretation
The above table and graph showing that 16.40% of the respondents opined that
satisfaction level with Swiggy services is outstanding, 23.60% of the respondents are
very satisfied with service offered by Swiggy, 43.60% of the respondents are satisfied
with Swiggy service and 16.40% of the respondents belong to somewhat satisfied
with Swiggy service. Its interprets that majority the respondents opined that
satisfaction level with Swiggy services is Very satisfactory (43.60%).
79
Table No: 4. 23: Table shows respondents most important factors in choosing
Swiggy
Quality Service 22
Good will 16
Brand value 5
Quick Delivery 4
Others 9
Total 56
Graph: 4. 23 Graph shows respondents most important factors in choosing
Swiggy
45.00%
40.00%
39.60%
35.00%
30.00% 28.30%
25.00%
20.00%
15.10%
15.00%
10.00% 9.40%
7.40%
5.00%
0.00%
Quality Service Goodwill Brand Value Quick Delivery Other

The above table and graph showing that 39.60% of the respondents opined that
quality service most important factors in choosing Swiggy , 28.30% of the
respondents opined that Good will most important factors in choosing Swiggy ,
9.40% of the respondents opined that brand value most important factors in choosing
Swiggy, 7.40% of the respondents opined that Quick Delivery most important factors
in choosing Swiggy and 15.10%chose others. Its interprets that majority the
respondents opined that quality service most important factors in choosing Swiggy .
80
Chapter – 5
Findings, Suggestions and Conclusion
5.1 Findings
5.2 Suggestions
5.3 Conclusion
81
Findings, Suggestions and Conclusion
5.1 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 respondents educational qualification is graduation
 40% of the Respondents are Students
 30% of the respondents monthly income is less than 10000
 100% of the respondents are who are participated in the survey are ordering
food through online
 90% of the Respondents belongs to Swiggy,
 34% of the respondents are opined Time saving they prefer online food
delivery
 60% of the respondents opined They come to know about Online Food
Ordering apps through Friends and relatives
 % of the Respondents opined that they Frequently order Food in Online
 96% of the respondents are opined that they order food in online through over
the mobile app,
 80% of the respondents opined that they spend < 150 Rupees spend on
ordering food per time
 62% of the respondents opined that they order Lunch through online,
 86% of the respondents opined that they prefer Swiggy App for ordering food
through online
 52% of the respondents are opined that Friends and relatives influences to buy
/ suggest any product through online,
 62% of the respondents come to know about Swiggy through Friends,
 68% of the respondents opined that when they compared to other apps
Swiggy apps give better experience to him
82
 60% of the respondents opined on time the delivery of Ordering Food at the
promised time
 74% of the respondents rate the Food Packaging Style by Swiggy as Excellent
 62% of the respondents opined that Quality service offered by Swiggy is
Excellent,
 62% of the respondents opined High the Cost charging for Swiggy Service ,
 70% of the respondents opined that satisfaction level with Swiggy services is
outstanding
 60% of the respondents opined that quality service most important factors in
choosing Swiggy
83
5.2 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.
84
5.3 Conclusion
This study was undertaken to examine the service quality, customer satisfaction, and
over all consumer preference of Swiggy . In this study, the numbers of participants
were 50 and the type of questionnaire used was structured mailed questionnaire. In
this research paper, the main data used are primary and secondary data. It is
concluded from the study that the majority of respondents and they are aware of
Swiggy. The main limitations of this study were time limit, the sample size was small
and trustworthiness of the customer ’s. In this age of ever-increasing competition, it
is important for Swiggy to keep an eye on the preferences of the customers in order to
capture the largely untapped market.
On the basis of the study, it can be concluded that Swiggy has gained positive opinion
of majority of the consumers in comparison to other service providers. It is mainly
because of their better timely delivery and offers like discounts and freebees. Swiggy
has been in the top position in online food delivery service providers and if it
improves further, it can remain in the top. The biggest difference between Swiggy
andother food delivery start-ups is the fact that they have their own delivery fleet and
serve from neighborhood restaurants. The boys are equipped with smart phones
powered by routing algorithms which enables them to deliver food in the most
efficient way possible.
85
Bibliography
Books
Kotler, P., & Armstrong, G. (2011). Principles of Marketing (14th ed.). New Jersey:
Prentice Hall.
Articles and Journals
Mrs I.Karthika, Miss. A.Manojanaranjani (2018), “A Study on the various food

ordering apps based on consumer preference”, World Wide Journal of
Multidisciplinary Research and Development, 2018; 4(11): 88-89
Ms. Harshleen Kaur Sethi (2017), “Product and Brand Strategy of Zomato”,
International Journal of Engineering Research & Technology (IJERT), Vol. 6 Issue
06, June - 2017
H.S. Sethu & Bhavya Saini (2016), “Customer Perception and Satisfaction on
Ordering Food via Internet, a Case on Foodzoned.Com, in Manipal”, Proceedings of
the Seventh Asia-Pacific Conference on Global Business, Economics, Finance and
Social Sciences (AP16Malaysia Conference) ISBN: 978-1-943579-81-5. Kuala
Lumpur, Malaysia. 15-17, July 2016. Paper ID: KL631
Leong Wai Hong (2016), “Food Ordering System Using Mobile Phone”, A report
submitted to BIS (Hons) Information Systems Engineering. Faculty of Information
and Communication Technology (Perak Campus), UTAR.
Hong Lan, Li Ya‟nan & Wang Shuhua (2016), “Improvement of Online Food
Delivery Service Based on Consumers‟ Negative Comments”, Canadian Social
Science, Vol. 12, No. 5, pp. 84-88
Varsha Chavan, Priya Jadhav, Snehal Korade and Priyanka Teli (2015),
“Implementing Customizable Online Food Ordering System Using Web Based
Application”, International Journal of Innovative Science, Engineering &
Technology, Vol 2 Issue 4, April 2015.
86
Serhat Murat Alagoz & Haluk Hekimoglu (2012), “A study on TAM: Analysis of
customer attitudes in online food”, Procedia - Social and Behavioral Sciences 62 ( 2012
) pp. 1138 – 1143
Sheryl E. Kimes Ph.D. (2011), “Customer Perceptions of Electronic Food Ordering”,
Cornell Hospitality Report, 11(10), pp. 6-15.
Websites
www.swiggy.com
www.slideshare.net
www.wikipedia.org
www.researchgate.ent
87
Questionnaire
Dear Respondent,
I am Rahul Samanta studying MBA in BENGAL INSTITUTE OF BUSINESS STUDIES

I have undergone a project report on the topic “A Study on Customer Satisfaction
towards SWIGGY online food app. I would like to request you to fill the
questionnaires
Thanking you
Yours faithfully,
(Rahul samanta)
Name :
Address :
1. Marital status:
i) Married [ ]
ii) Unmarried [ ]
2. Age:
i) Below 20 [ ]
ii) Between 21 - 30 [ ]
iii) Between 31 – 40 [ ]
iv) Above 41 [ ]
3. Educational qualification
i) Matriculation [ ]
ii) PUC [ ]
iii) Graduate [ ]
iv) Post Graduate [ ]
v) Others [ ]
88
4. Occupation
i) Govt. Employees [ ]
ii) Professional [ ]
iii) Students [ ]
iv) Others [ ]
5. Monthly income
i) Less than 20000 [ ]
ii) 20001-35000 [ ]
iii) 35001-50000 [ ]
iv) Above 50000 [ ]
6. Do you order food online?
i) Yes [ ]
ii) No [ ]
7. If yes, which company comes first to your mind while here the word
food ordering app?
i) Swiggy [ ]
ii) Zomato [ ]
iii) Others [ ]
8. Why do you prefer online food delivery?
i) Faster delivery [ ]
ii) Convenient [ ]
iii) Time saving [ ]
iv) Money saving [ ]
v) All the above [ ]
9. How you come to know about Order food online?

i) Advertisement [ ]
ii) Friends & Relatives [ ]
iii) Word of mouth [ ]
iv) Other Sources [ ]
10. How often do you order food in Online?
i) Regularly [ ]
ii) Frequently [ ]
89
iii) Often [ ]
iv) Rarely [ ]
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 meal you typically order food online?
i) Breakfast [ ]
ii) Lunch [ ]
iii) Snacks [ ]
iv) Dinner [ ]
14. Which Food ordering App will you prefer for online food order?
i) Swiggy [ ]
ii) Zomato [ ]
iii) Food Panda [ ]
iv) Others, please specify
15. 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 [ ]
16. How did you come to know about Swiggy?
i) Friends [ ]
ii) T.V, newspaper and magazines [ ]
90
iii) Advertisements [ ]
iv) I haven’t heard of it [ ]
17. How was your experience on other apps as compared to Swiggy?
i) Better [ ]
ii) Equal [ ]
iii) Poor [ ]
iv) Not applicable [ ]
18. Was the delivery of Ordering Food at the promised time?
i) On Time [ ]
ii) Almost [ ]
iii) Not on Time [ ]
19. How do you rate the Food Packaging Style by Swiggy?

i) Excellent [ ]
ii) Good [ ]
iii) Neutral [ ]
iv) Average [ ]
v) Bad [ ]
20. Please rate various aspects of Swiggy in Delivery service?
i) Excellent [ ]
ii) Good [ ]
iii) Average [ ]
iv) Bad [ ]
v) Terrible [ ]
21. What do you have to say about the Cost charging for Swiggy Service?
i) High [ ]
ii) Medium [ ]
iii) Low [ ]
iv) Can’t Say [ ]
22. How do you rate your satisfaction level with Swiggy Service?
i) Outstanding [ ]
91
ii) Very satisfactory [ ]
iii) Satisfactory [ ]
iv) Somewhat satisfactory [ ]
23. Overall, what would be your most important factors in choosing Swiggy?
i) Quality Service [ ]
ii) Goodwill [ ]
iii) Brand Value [ ]
iv) Quick Delivery [ ]
v) Other [ ]
24. Any suggestion to Company for providing better service to customers
………………………………………………………………………………………
………………………………………………………………………………………
Date : ……………
Place: ……………
(Signature)
92

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A PROJECT REPORT

A STUDY ON CUSTOMER BUYING BEHAVIOUR OF

UNDER THE GUIDANCE OF

This project is submitted for the partial fulfilment of master of business

This is certify that Reg No.______________________________________

Bengal Institute Of Business Studies

I, RAHUL SAMANTA, student of MBA of year (2021-2023) studying at

Date: (Signature of Student)

Chapter Chapter name Page No

Swiggy is food ordering and delivering company based in Bangalore. It provides a

1.2 Review of Literature

Miss. A.Manojanaranjani (2018), Conducted a Study on the topic “A Study on the

1.3 Statement of the problem

Our research was conducted to examine the “satisfaction of consumers by using

1.4 Objectives of the Study

∙ 1.5 Scope of the study

The present study is restricted to know about Customer satisfaction towards

The research design is probability research design and is descriptive research.

Sources of data collection

1.7 Sampling design

1.8 Limitations of the study

● Only 56 respondents have been chosen which is a small number, to

2.2 Investments and acquisitions

About the Founders:

● The major part of Swiggy’s revenue from commission it collects from

2.8 Vision & Mission Statement

Swiggy karo, phir jo chahe Karo!,

2.10 Key People/Management at Swiggy

Nandan Reddy Co-Founder

Sriharsha Majety CEO, Co-Founder

Rahul Jaimini Co-Founder

Vivek Sunder COO

Dale Vaz Head of Engineering

2.11 SWOT Analysis

2.12 Marketing Strategies of SWIGGY

2.13 Marketing Mix of Swiggy – Swiggy Marketing Mix

Swiggy is a delivery company associated with food and beverage industry. It is an

3.2 The concept of online food delivery apps

Delivery Hero Foodpondo

The largest food delivery

Roiasd $318 million

1. Lika-for-like order growth of 46a in 2oi5

3.4 Types of food delivery app monetization

Food delivery app Delivery fees

UberEats Flat rate starting at $4.99 and varying based on distance

Swiggy 30–35% of the order price

GrubHub Standard $9.99 delivery fee

Pros and cons of monetizing with delivery charges

Pros and cons of monetizing with surcharges during peak hours

Pros and cons of advertising

One more approach to monetize a food delivery app is a commission percentage.

1. Delivery.com (Android, iOS)

Table No: 4. 1: Classification on the basis of Marital Status

Marital Status No of Respondents

Source: Table No. 4.1

Source: Table No.4.2

Source: Table No.4.4

Source: Table No.4.5