A Study on “Consumer Satisfaction and Perception Towards Online Food Delivery Apps with Special Reference to Zomato and Swiggy”
ROHITHA MELITA CRASTA
Abstract
The rapid growth of online food delivery services has transformed consumer dining habits, with platforms like Zomato and Swiggy dominating the Indian market. This study aims to examine consumer satisfaction and perception towards these platforms, focusing on key factors such as service quality, pricing, delivery efficiency, app usability, customer support, and hygiene measures.
A quantitative research methodology was employed, using a structured survey to collect data from a diverse sample of consumers across different age groups, income levels, and geographic locations. The study analyzed consumer preferences, satisfaction levels, and key service expectations, offering insights into the competitive positioning of Zomato and Swiggy.
The findings reveal that 60% of consumers prefer Swiggy, citing faster delivery and better real-time tracking, whereas 35% favor Zomato, highlighting its wider restaurant selection and promotional discounts. Pricing remains a critical factor, with 80% of respondents influenced by discounts and offers. Additionally, 65% of users prioritize hygiene and safety, reinforcing the importance of post-pandemic health measures in food delivery services. While 85% of users find both apps user-friendly, Swiggy is rated higher for navigation and tracking, whereas Zomato excels in restaurant reviews and personalized recommendations.
Despite high overall satisfaction, customer service inefficiencies, order inaccuracies, and inconsistent delivery times remain key areas for improvement. Both platforms need to enhance customer grievance redressal, optimize pricing models, and leverage AI-driven personalization to sustain long-term user engagement.
This study contributes to the understanding of consumer behavior in online food delivery and provides actionable insights for Zomato, Swiggy, restaurant partners, and policymakers to improve service quality and customer experience. Future research can explore emerging trends, sustainability concerns, and evolving consumer preferences in the dynamic online food delivery sector.
Key words: Consumer Satisfaction, Online Food Delivery, Service Quality, Customer Perception, App Usability.
