Customer Satisfaction Analysis: A Comparative Study of Swiggy and Zomato

Abstract

Online food delivery applications allow customers to order food from different restaurants at anytime and get it delivered directly to their homes. These apps provide various options such as different cuisines, price ranges and restaurants, making it easier for customers to choose according to their preferences. The main objective of the study is to examine the level of awareness among people about online food delivery services what are all the factors that influence customers to choose online food delivery services. For the purpose of the study both the primary data and secondary data has been used and to analyze the collected data percentage analysis, weighted average score and rank analysis has been used. The study suggests that as convenience and times saving was identified as the most important factors influencing customers, online food delivery platforms should focus on maintaining a smooth and easy ordering process. The study concludes that ratings and reviews influence customers when choosing a particular food delivery platform. Customers often consider the experiences and opinions shared by other users before selecting an app or restaurant.