A Study on Consumer Satisfaction and Perception Towards Zomato with Special Reference to Coimbatore City

This study investigates consumer satisfaction and perception towards Zomato, a leading online food delivery platform in India. With the rapid growth of digital food delivery services, understanding customer experiences has become crucial for sustaining competitiveness. The research aims to evaluate key factors influencing consumer satisfaction, such as service quality, delivery time, app usability, pricing, and customer support. A mixed- method approach, combining quantitative surveys and qualitative interviews, was employed to gather data from a diverse group of Zomato users. The findings reveal that timely delivery, accurate order fulfillment, and intuitive app interface significantly impact user satisfaction, while issues like inconsistent service and inadequate grievance redressal affect customer perception negatively. The study concludes with recommendations for enhancing customer engagement and service quality, thereby contributing to Zomato