Professional Documents
Culture Documents
INTRODUCTION
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1.1 INTRODUCTION TO CUSTOMER SATISFACTION
Customer satisfaction refers to the extent to which customers are happy with the
products and services provided by a business. Customer satisfaction levels can be
measured using survey techniques and questionnaires.
Definition 1:
Customer satisfaction is equivalent to making sure that product and service
performance meets customer expectations.
Definition 2:
Customer satisfaction is the perception of the customer that the outcome of a business
transaction is equal to or greater than his/her expectation.
Definition 3:
Customer satisfaction occurs when acquisition of products and/or services provides a
minimum negative departure from expectations when compared with other
acquisitions. Gaining high levels of customer satisfaction is very important too
business because satisfaction customers are most likely to be loyal and to make repeat
orders and to use a wide range of services offered by a business .There are many
factors which lead in high levels of customer satisfaction including. Products and
services which are customer focused and hence provide high levels of value for
money.
What is clear about customer satisfaction is that customers are most likely to
appreciate the goods and services that they buy if they’re made to feel special. This
occurs when they feel that the products and services that they buy have been specially
produced for them or for people like them.
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1.1.2 What Do Customers Want?
Before we begin to create tools to measure the level of satisfaction, it’s important to
develop a clear understanding of what exactly the customer wants. We need to know
what our customers expect from the products and services we provide. Customer
expectations have two types –
Expressed.
Implied.
Customer Expectations are those requirements that are written down n the contract
and agreed upon by both parties for example, product specifications and delivery
requirements. Supplier’s performance against these requirements is most of the
items directly measurable.
Customer Expectations are not written or spoken but are the ones the customer would
‘expect’ the supplier to meet nevertheless. For example, a customer would expect the
service representative who calls on him to be knowledgeable and competent to solve a
problem on the spot. There are many reasons why customer expectations are likely to
change overtime. Process improvements, advent of new technology, changes in
customer’s priorities, improved quality of service provided by competitors are just a
few examples. The customer is always right. Supplier’s job is to provide the customer
what he/she wants, when he/she wants it. Customer satisfaction is customer’s
perception that a supplier has met or exceeded their expectations.
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1.1.4 What Are The Tools?
Customer expectations can be identified using various methods such as:
Periodic contract reviews.
Market Research.
Telephonic Interviews.
Personal visits.
Warranty records.
Informal discussions.
Satisfaction surveys depending upon the customer base and available resources, we
can choose a method that is most effective in measuring the customer’s perceptions.
The purpose of the exercise is to identify priorities for improvements. We must
develop a method or combination of methods that helps to continually improve
service.
Here are the top six reasons why customer satisfaction is so important:
It’s a leading indicator of consumer repurchase intentions and loyalty
It’s a point of differentiation
It reduces customer churn
It increases customer lifetime value
It reduces negative word of mouth
It’s cheaper to retain customers than acquire new ones
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That’s why it’s one of the leading metrics businesses use to measure consumer
repurchase and customer loyalty.
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Etymology
When literally translated, the word "dabbawala" means "one who carries a box".
"Dabba" means a box (usually a cylindrical tin or aluminium container)
from Persian: دَبّه, while "wala" is an agentive suffix, denoting a doer or holder of the
preceding word. The closest meaning of the dabbawala in English would be the
"lunch box delivery man".
Origins
In 1890 Bombay, Mahadeo Havaji Bachche started a lunch delivery service with
about a hundred men. In 1930, he informally attempted to unionize the dabbawallas.
Later, a charitable trust was registered in 1956 under the name of Nutan Mumbai
Tiffin Box Suppliers Trust. The commercial arm of this trust was registered in 1968
as Mumbai Tiffin Box Supplier's Association. The current president of the association
is Raghunath Medge.
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It was estimated in 2007 that the dabbawala industry was growing by 5-10% per
annum. A colour-coding system identifies the destination and recipient. Each
dabbawala is required to contribute a minimum capital in kind, in the form of two
bicycles, a wooden crate for the tiffins, white cotton kurta-pyjamas, and the
white Gandhi cap (topi).
Economic Analysis
Each dabbawala, regardless of role, is paid around 8,000 rupees per month (about
US$131 in 2014). Between 175,000 and 200,000 lunch boxes are moved each day by
4,500 to 5,000 dabbawalas.
It is frequently claimed that dabbawalas make less than one mistake in every six
million deliveries, however this is only an estimation from Ragunath Medge, the
president of the Mumbai Tiffinmen's Association in 1998, and is not from a rigorous
study. Medge told Subrata Chakravarty, the lead author of the 'Tiffin Food' article
by Forbes where this claim first appeared, that dabbawalas make a mistake "almost
never, maybe once every two months" and this statement was extrapolated by Subrata
Chakravarty to be a rate of "one mistake in 8 million deliveries." Chakravarty recalled
the affair in an interview and said
"Forbes never certified the dabbawalas as being a six-sigma organization. In fact, I
never used the term at all. As you know, six-sigma is a process, not a statistic. But it is
commonly associated with a statistic of 1.9 errors per billion operations, and that is
what caused the confusion … . I was impressed by the efficiency and complexity of
the process by which some 175,000 tiffin boxes were sorted, transported, delivered
and returned each day by people who were mostly illiterate and unsophisticated. I
asked the head of the organization how often they made a mistake. He said almost
never, maybe once every two months. Any more than that would be unforgivable to
customers. I did the math, which works out to one mistake in 8 million deliveries—or
16 million, since the tiffin carriers are returned home each day. That is the statistic I
used. Apparently, at a conference in 2002, a reporter asked the president … whether
the tiffinwallahs were a six-sigma organization. He said he didn't know what that was.
When told about the 1.9 error-per-billion statistic, I'm told he said: "Then we are. Just
ask Forbes". The reporter, obviously without having read my story, wrote that Forbes
had certified the tiffinwallahs as a six-sigma organization. That phrase was picked up
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and repeated by other reporters in other stories and now seems to have become part of
the folklore." - Subrata Chakravarty
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Why food studies?
Food studies looks at people’s relationships with food and reveals an abundance of
information about them. Food choices expose a group or a person’s beliefs, passions,
background knowledge, assumptions and personalities. Hauck-Lawson (2004)
introduced the concept of food voice. She suggested that what one eats or chooses not
to eat communicates aspects of a person’s identity or emotion in a manner that words
alone cannot. Food choices tell stories of families, migrations, assimilation,
resistance, changes over times, and personal as well as group identity. So why do we
need to study food in a non- epicurean manner? Food studies can challenge us to look
deeply into the common daily occurrence of eating and find deeper meaning in this
ordinary practice. It can help us understand ourselves and others better. It can help
debunk stereotypes and promote acceptance across individuals and groups. In essence,
food studies, why not?
Cultural Identity
Culturally speaking, in essence, what one eats defines who one is and is not. This
statement addresses the third question asked in the research, what are examples of
how food and food habits contribute to the development and transmission of culture?
Culture is defined as the beliefs, values, and attitudes practiced and accepted by
members of a group or community. Culture is not inherited; it is learned. The food
choices of different cultural groups are often connected to ethnic behaviors and
religious beliefs. Kittler, P.G., Sucher, K.P., & Nelms (2012) addressed the influence
of food habits on an individual’s self-identity by stating, “Eating is a daily
reaffirmation of [one’s] cultural identity”. Many people affiliate the foods from their
culture, their childhood with warm, good feelings and memories. The food is part of
who we are and become. It ties us to our families and holds a special worth to a
person. Foods from our culture, from our family often become the comfort foods we
seek as adults in times of frustration and stress. As an Italian American, the author
began to consider how her heritage, handed down through the food on her plate,
signified who she has become today. During the seminar held in Naples, Italy, a focus
of the lectures was an examination of how “Italian” food and the “Mediterranean diet”
are marketed and have affected the socioeconomic reality of the region. During a
lecture, the author asked about food traditions in Italian families. She learned a
custom was the Sunday dinner. Every Sunday, the matriarch of the family prepared a
large pot of spaghetti. The entire family then gathers together to eat pasta and enjoy
each other’s company at Nana’s (Grandmother’s) house. The author is a second
generation Italian American. As a child, every Sunday morning her father (first
generation Italian) and sometimes her mother (nonItalian) made spaghetti. It was a
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family tradition. Dear old Aunt Julia would come by precisely at dinner time with a
hot loaf of bread (another Italian tradition is bring bread as a gift when invited for
dinner) and the family ate and laughed and shared stories with one another. The warm
buttered bread and a big salad were always served with the spaghetti. The memory as
well as the spaghetti was delicious. This memory, connected to family’s heritage and
culture, confirmed to the author that food is much more than nutrients. There were
emotional connections, a sense of belonging, and ethnic pride found in the food on the
author’s Italian plate. Cultural identity, however, is not restricted by the specific foods
one associates with a given ethnic or racial group. One’s social class, standing in the
community, and profession are signifiers of culture as well. For instance, in American
society there are norms and standards which are followed in social settings when
dining. The proper use of food and behaviors connected with civilized eating habits,
also known as manners or etiquette is an expression of group membership. In the
United States a certain set of appropriate dining expectations exist for a variety of
dining occasions. One does not speak with a mouth full of food, especially during
formal dining occasions. Certain conversational topics would be inappropriate to
share at the dinner table. Sharing a meal with another person connotes equality and is
a way to show acceptance of one another professionally and personally.
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Reasons for growth in online food delivery industry:
Increase in disposable income and deeper internet penetration of customers
(web/mobile).
Restaurants tying up with online food delivery platforms claim to get a
profit margin of more than 2 to 3% than dine- ins.
These days’ people are prone to placing food orders online and capitalising this
trend a lot of restaurants are yielding good returns by registering themselves on
online ordering sites like Foodpanda, Tastykhana, JustEat and many local
ordering websites are also following suit.
Driving factors
Greater awareness and disposable income along with deeper Internet penetration,
availability of more payment options, long working hours and erratic lifestyle are
contributing online food ordering business. At the same time, with more and more
people wanting healthy food, or food similar to home cooked meals that too easy on
the pockets is leading to the rise of online food business in the country.
Nixon Dsouza, Brand Manager, Nom Nom, says, “Penetrating through every
commercial aspect humans have started using technology for everything and food
ordering is one such developments”.
Rohit Chadda, MD and Founder Foodpanda, believes, “Online ordering is
convenient giving the customers a broader option to choose from the restaurants
listed on the website.”
Major players
Online food ordering is at an exciting phase now. Many local and national players
are joining the space. In fact the foreign brand JustEat has also tied up with the
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Jalandhar based HungryZone. Foodpanda which started its business from Delhi-
NCR is the major player in the segment followed by JustEat and TastyKhana.
Besides, DeliveryChef, BigBite, Titbit and eatallnite are the emerging players in
the online food delivery market which is estimated to grow at 25 percent annually.
History
By 2011, Zomato launched
in Bengaluru, Pune, Chennai, Hyderabad and Ahmedabad. With the introduction
of .xxx domains in 2011, Zomato also launched zomato. a site dedicated to food
porn. The company launched a print version of the website content named, "Citibank
Zomato Restaurant Guide", in collaboration with Citibank in May 2012, but it has
since been discontinued.
In September 2012, Zomato expanded overseas to the United Arab Emirates, Sri
Lanka, Qatar, the United Kingdom, the Philippines, and South Africa. In 2013, the
company launched in New Zealand, Turkey, Brazil and Indonesia with its website and
apps available in Turkish, Brazilian Portuguese, Indonesian and English.
In April 2014, Zomato launched its services in Portugal, followed by launches
in Canada, Lebanon and Ireland the same year.
The acquisition of Seattle-based food portal Urbanspoon marked the firm's entry into
the United States, Canada and Australia, and brought it into direct competition
with Yelp, Zagat and OpenTable.
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In February 2017, Zomato in a company's blog, explained the concept of cloud
kitchen. With its cloud kitchen, the company will help the restaurants to expand their
presence without incurring any fixed costs.
In September 2017, Zomato claimed that the company had "turned profitable" in the
24 countries it currently operates in. Furthermore, Zomato announced that the "zero
commission model" is to be introduced for partner restaurants.
Zomato narrowed down its losses by 34% to ₹389 Cr[ for the financial year 2016-17,
from Rs 590.1 Cr crore[ in the previous year 2015-16.
On 10 December 2018, a video went viral which showed a food deliverer eating
directly out of the orders he had to deliver. In the video, the person can be seen
repacking the food after eating it. The company said it was a "rare" incident and it will
launch measures to prevent that from happening again.
Investments
Between 2010-13, Zomato raised approximately US$16.7 million from Info Edge
India, giving them a 57.9% stake in Zomato. In November 2013, it raised an
additional US$37 million from Sequoia Capital and Info Edge India.
In November 2014, Zomato completed another round of funding of US$60 million at
a post-money valuation of ~US$660 million. This round of funding was being led
jointly by Info Edge India and Vy Capital, with participation from Sequoia Capital.
In April 2015, Info Edge India, Vy Capital and Sequoia Capital led another round of
funding for US$50 million. This was followed by another US$60 million funding led
by Temasek, a Singapore government-owned investment company, along with Vy
Capital in September.
In October 2018, Zomato raised $210 million from Alibaba's payment affiliate Ant
Financial. Ant Financial received an ownership stake of over 10% of the company as
part of the round, which valued Zomato at around $2 billion. Zomato had also raised
an additional $150 million also from Ant Financial earlier in 2018.
Acquisitions
In July 2014, Zomato made its first acquisition by buying Menu-mania for an
undisclosed sum. The company pursued other acquisitions such as lunchtime.cz and
obedovat.sk for a combined US$3.25 million. In September 2014, Zomato
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acquired Poland-based restaurant search service Gastronauci for an undisclosed
sum. Three months later, it acquired Italian restaurant search service Cibando.
Zomato acquired Seattle-based food portal Urbanspoon for an estimated $60 million
in 2015. Other acquisitions of 2015 include Mekanist in an all-cash deal,
the Delhi based startup MapleGraph that built MaplePOS (renamed as Zomato
Base, and NexTable, a US-based table reservation and restaurant management
platform.
In 2016, the company acquired Sparse Labs, a logistics technology startupand the
food delivery startup, Runnr, in 2017.
In September 2018, Zomato acquired Bengaluru-based food e-marketplace
TongueStun Food for about $18 million in a cash and stock deal.
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but later, when Zomato contacted the hacker, they discovered a loophole in their
security. The hacker removed the stolen content from Dark Web asking for a healthy
bug bounty programme.
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CHAPTER -2
REVIEW OF
LITERATURE
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REVIEW OF LITERATURE
Mark (2010) said that online food ordering system is a system to manage the
business. The main point of developing this system is to help the customers to manage
the business and help customers through online ordering and lunch reservation. The
project is being developed because of the long queues that will be in the restaurant
during lunch or dinner hours, one for purchasing tickets and one for collecting food.
With the new system, the customers would be able to order their food from the
comfort of their offices, classrooms, hostels and anywhere outside the school campus
without queuing. The system will cater for the disadvantages of the traditional method
which is currently in place.
Sharma (2012) said that online food ordering could be called the response of the
internet to the desire for delivery food. It is a growing trend especially in urban areas
and on college campuses that allows people to order from restaurants featuring
interactive menus, by use of their internet connection. In many cases handle
complicated web pages can be used to make orders, though a lot of people rely on a
desktop or laptop computer for this. ‘Ordering form grocery stores to stock the
kitchen, instead of placing one time orders with a restaurant. There are several ways
in which online food ordering from a restaurant may occur. A restaurant can have its
website with easy features for placing an order for pick up or delivery. Some add a
third option of being able to make reservation. Instead of calling for a delivery, people
just access the internet to the restaurant site and make their order.
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Hall (2015) stated that the millions of people who "eat out" every day have a wide
variety of needs and tastes from a quick lunch to a luxurious meal with elaborate
service. Because of these differences there are many kinds of restaurants varying from
street stands for a hot dog or bowl of noodles to elaborate restaurants with the best
cooking. There are millions of people away from their homes everyday either by
necessity or by choice. The restaurant and catering business has developed to feed this
huge number of transients-office and factory workers, schoolchildren, military
personnel, travellers, and 6 people out to have a good time.
Venus (2015) said that increasingly, customers have higher expectations, demanding
more attention and friendlier service. Most customers seem satisfied with food
quality, dinning are cleanliness, comfort of the atmosphere, freshness of the
ingredients, and portion size. Indeed, the only area where satisfaction is less than 50
percent relates to noise level.
Malhotra (2016) said that quality of food is the most important factor in people's
evaluation of any of restaurant. The second most important factor varies by restaurant
type. In fast-food, coffee shops, and take-out restaurants, it is speed of service; in
family-type restaurants, cleanliness; in cafeteria, it is the selection of food; and in
atmosphere/specialty restaurants, it is the atmosphere or d6cor.
Lundberg (2018) said people eat out for a variety of reasons: to satisfy hunger, social
needs, and ego and self-fulfilment needs. The most popular theory of motivation, that
proposed by A.H. Maslow, states that humans are wanting animals. As soon as one
need is satisfied, another appears to take its place, motivating from the need for safety
or security up the scale through social, ego, and self-fulfilment. People go to
restaurant to satisfy not only hunger but also self-esteem, self- respect, self-
confidence, and prestige needs.
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CHAPTER -3
NEED, SCOPE AND
OBJECTIVES OF THE
STUDY
24
NEED, SCOPE AND OBJECTIVES OF THE STUDY
3.1 NEED
The brief study on review of literature revealed the fact that number of studies have
been carried out in the area of the food industry but in Indian context, still a wide gap
exist in the research field with particular stress on the same aspect. In order to fill the
research gap of focus only on Zomato and the need aroused to study the customer
satisfaction towards the services of Zomato.
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CHAPTER -4
RESEARCH
METHODOLOGY
26
RESEARCH METHODOLOGY
27
Primary Data Sources
The primary data was collected through interaction with customers and questionnaires
filled from the customers who avails the tiffin services in Jalandhar.
4.3.1 Tools of Presentation and Analysis
Tables, Figures and Percentages were used as the Tools of Presentation and Analysis
in the study.
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CHAPTER -5
DATA ANALYSIS AND
INTERPRETATION
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DATA ANALYSIS AND INTERPRETATION
The data has been processed and analyzed by tabulation interpretation so that findings
can be communicated and can be easily understood. The findings are presented in the
best possible way. Tables and graphs had been used for illustration of findings of the
research.
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Statement 1. Awareness of food ordering portals.
Yes
No
100
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Statement 2. Name of the food ordering portals you are aware of.
40
30 100 Zomato
Foodpanda
Tastykhana
60 Tinyowl
Justeat
80
55 Others
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Statement 3. Usage of the services of Zomato.
Yes
No
100
33
Statement 4. Frequency of using the services of Zomato.
10
40 15
Daily
Once in a week
Twice a week
Once in a month
35
34
Statement 5. Electronic channel used while ordering food from Zomato.
10
40 15
Telephone/Mobile
Restaurant Site
Restaurant App
All the above
35
35
Statement 6. Satisfaction with the quality of food ordered through Zomato.
Table 5.5: Satisfaction with the quality of food ordered through Zomato
Satisfaction No. of Respondents Percentage
Satisfied 15 15
Highly Satisfied 30 30
Neutral 35 35
Dissatisfied 20 20
Highly Dissatisfied 0 0
Total 100 100
Table 5.4: Satisfaction with the quality of food ordered through Zomato
0
20 15
Satisfied
Highly Satisfied
Neutral
30
Dissatisfied
35
Highly Dissatisfied
36
Statement 7. Satisfaction with the quantity of food ordered through Zomato.
Table 5.5: Satisfaction with the quantity of food ordered through Zomato
Satisfaction No. of Respondents Percentage
Satisfied 10 10
Highly Satisfied 15 15
Neutral 35 35
Dissatisfied 40 40
Highly Dissatisfied 0 0
Total 100 100
Table 5.4: Satisfaction with the quantity of food ordered through Zomato
0 10
40 15 Satisfied
Highly Satisfied
Neutral
Dissatisfied
35 Highly Dissatisfied
37
Statement 8. Satisfaction with the delivery time services of Zomato.
40 40 Satisfied
Highly Satisfied
Neutral
Dissatisfied
Highly Dissatisfied
20
38
Statement 9. Satisfaction with the packaging of food ordered from Zomato.
Table 5.5: Satisfaction with the packaging of food ordered from Zomato
Satisfaction No. of Respondents Percentage
Satisfied 25 25
Highly Satisfied 40 40
Neutral 35 35
Dissatisfied 0 0
Highly Dissatisfied 0 0
Total 100 100
Table 5.4: Satisfaction with the packaging of food ordered from Zomato
0
25
35 Satisfied
Highly Satisfied
Neutral
Dissatisfied
Highly Dissatisfied
40
39
Statement 10. Satisfaction with the price of food ordered from Zomato.
Table 5.5: Satisfaction with the price of food ordered from Zomato
Satisfaction No. of Respondents Percentage
Satisfied 10 10
Highly Satisfied 15 15
Neutral 25 25
Dissatisfied 30 30
Highly Dissatisfied 20 20
Total 100 100
Table 5.4: Satisfaction with the price of food ordered from Zomato
10
20
15 Satisfied
Highly Satisfied
Neutral
30 Dissatisfied
25
Highly Dissatisfied
40
CHAPTER -6
FINDINGS OF THE
STUDY
41
FINDINGS OF THE STUDY
42
CHAPTER -7
CONCLUSION AND
RECOMMENDATIONS
OF THE STUDY
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7.1 CONCLUSION OF THE STUDY
Jalandhar is an educational hub with students too busy with academic activities.
E commerce has pervaded the lives of students in a overwhelming manner.
On line food purchasing helps the students in managing their time better. It
relieves the students from spending time to go to their desirable food joint at
any point of time, but at the same time providing an avenue where their
favoured food reaches them.
All the respondents are aware of food ordering portals. All the respondents are using
the services of Zomato. Majority of respondents use Zomato twice a week and once
in a month. Respondents use Zomato services through telephone/mobile, restaurant
site, restaurant app.
Majority of respondents are satisfied with the quality of food, Respondents are
somewhat satisfied with the quantity of food. Respondents are satisfied with the
delivery time services provided by Zomato. Majority of respondents are satisfied
with the packaging of food. But majority of respondents are not satisfied with the
price of food.
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7.2 RECOMMENDATIONS OF THE STUDY
After conducting a research on consumer perception regarding food ordering apps,
following are the recommendations to business owners are follows:
• Marketing activities such as big hoardings, posters etc., if displayed, will
attract more and more customers and also people will get awareness about
the app.
• Meal should be in adequate quantity.
• The price of food should not be much higher.
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REFERENCES
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REFERENCES
Hall T .(2015). A case study on the Mumbai food business from a management
perspective of logistics; Journal of the Indian Institute of Management
(Ahmedabad).
Lundberg et. Al. (2018) A Cross-Cultural Study of the Literacy Practices of the
Dabbawalas: Towards a New Understanding of Non-mainstream Literacy and its
Impact on Successful Business Practices. Tata McGraw Hill Education Private
Limited, New Delhi.
Malhotra Y.(2016). Food ordering apps. Journal of South Asian studies Vol33,
No.2, pp. 235-257.
Mark T. (2010). Marketing and consumer behavior regarding fodd ordering apps,
New Delhi: Deep and Deep Publications.
Sharma M. (2012). Tiffin business industry research methodology; Tata McGraw
Hill Education Private Limited , New Delhi.
Venus D. (2015). Digital ordering system for Restaurant using Android,
International Journal of Scientific and Research Publications, Volume 3, Issue 4,
April 2013
Yahunna (2014) From selling to supporting – Leveraging mobile services in the
context of food retailing, Journal of Retailing and Consumer Services, Volume 21,
Issue 1, January 2014, Pages 26-36
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ANNEXURE
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QUESTIONNAIRE
Dear Sir/Mam,
I, am a student of MBA final year student, am doing a project on
“Customer satisfaction towards the services of Zomato”. For the purpose of
completing the task, I have prepared a questionnaire. Therefore, I would be highly
obliged if you spare a few minutes to fill it up. Thank you
Demographic Information:
Name: …………………………………………………………
Q2. Which of the following food ordering portals you are aware of?
Zomato [ ]
Foodpanda [ ]
Tastykhana [ ]
Tinyowl [ ]
Justeat [ ]
Others [ ]
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Q4. What is frequency of using the services of Zomato?
Daily [ ]
Once in a week [ ]
Twice a week [ ]
Once in a month [ ]
Q5. Which electronic channel do you use while ordering food from Zomato?
Telephone/Mobile [ ]
Restaurant Site [ ]
Restaurant App [ ]
Q6. Are you satisfied with the quality of food ordered through Zomato?
Satisfied [ ]
Highly Satisfied [ ]
Neutral [ ]
Dissatisfied [ ]
Highly Dissatisfied [ ]
Q7. Are you satisfied with the quantity of food ordered through Zomato?
Satisfied [ ]
Highly Satisfied [ ]
Neutral [ ]
Dissatisfied [ ]
Highly Dissatisfied [ ]
Q8. Are you satisfied with the delivery time services of Zomato?
Satisfied [ ]
Highly Satisfied [ ]
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Neutral [ ]
Dissatisfied [ ]
Highly Dissatisfied [ ]
Q9. Are you satisfied with the packaging of food ordered from Zomato.
Satisfied [ ]
Highly Satisfied [ ]
Neutral [ ]
Dissatisfied [ ]
Highly Dissatisfied [ ]
Q10. Are you satisfied with the price of food ordered from Zomato?
Satisfied [ ]
Highly Satisfied [ ]
Neutral [ ]
Dissatisfied [ ]
Highly Dissatisfied [ ]
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