“A STUDY ON CONSUMER PERCEPTION AND ATTITUDE TOWARDS

DIGITAL FOOD APP SERVICES”

PROJECT REPORT

Submitted to the University of Calicut in partial fulfillment of the requirement forthe award of the
degree of

BACHELOR OF COMMERCE
University of Calicut(2018-2021)

Submitted by:

REG NO:

Under the guidance of and direction of

Ms. VARADA VARMA
Assistant Professor

DEPARTMENT OF COMMERCE ZAMORIN’S

GURUVAYURAPPAN COLLEGE
 CERTIFICATE
This is to certify that the project titled ― A STUDY ON CONSUMER PERCEPTION AND ATTITUDE TOWARDS DIGITAL FOOD APP
SERVICES (with special reference to Kozhikode district) ― Submitted to the University of Calicut in partial fulfillment for the award of
bachelor‘s Degree in Commerce, is record of bonfire research work done by MEGHA.T.K,MANJIMA.E,PARVATHI.K Under our guidance
and supervision and the project has not been formed on the basis for the award of ant Degree , Diploma , Fellowship or other similar title or
recognition before.

PLACE: VARADA VARMA

DATE: Project Guide

 CERTIFICATE
This is to certify that the project titled ―A STUDY ON CONSUMER PERCEPTION AND ATTITUDE TOWARDS DIGITAL
FOOD APP SERVICES (with special reference to Kozhikode district ) ― Submitted to theUniversity of Calicut in partial fulfillment for the
award of Bachelors of commerce, is record of bona fide research work done By MEGHA.T.K, MANJIMA.E, PARVATHI.K . The project has
not been formed on the basis for the award of any degree, diploma, fellowship or other similar title or recognition before. Viva voice
examination held on

Viva voice examination held on internal examiner external examiner

 DECLARATION
We, MEGHA.T.K, MANJIMA.E, and PARVATHI.K hereby declare that the project report titled A STUDY ON CONSUMER
PERCEPTION AND ATTITUDE TOWARDS DIGITAL FOOD APP SERVICES (with special reference to Kozhikode district) submitted
to the University of Calicut in partial fulfillment of the requirements for the award of bachelor Degree in Commerce, is a record of bonafide
research work done by me under the Guidance and supervision of MS VARADA VARMA Assistant professor, Department of commerce,
Providence women‘s college, Malaparamba Calicut and it has not formed the basis for the award of any degree, diploma, fellowship or the
similar title or recognition before.
 ACKNOWLEDGEMENT
We express my dearest gratitude and sincere thanks to the almighty God for the blessings to work out in the right path to complete my study.

We would like to express my sincere thanks and gratitude to MS.VARADA VARMA Assistant professor, Department of Commerce my
project guide, whose Valuable guidance helped me to complete the project and make it full proof success, the suggestions and instructions
which ma‘am has provided served as the major contributor towards the completion of my project.

We are happy to express my esteem thanks to different Respondents who provided necessary informationregarding this project.

Finally, we would like to express my deep sense of gratitude and sincere thanks to my parents, friends and well-wishers who have directly or
indirectly contributed a lot for the successful completion of my project.
 LIST OF CONTENT

CHAPTER TITLE PAGE NO

1 INTRODUCTION 1
1.1 INTRODUCTION
1.2 STATEMENT OF THE PROBLEM
1.3 SIGNIFICANCE OF THE STUDY
1.4 OBJECTIVE OF THE STUDY
1.5 RESEARCH METHODOLOGY
1.6 LIMITATIONS
2 REVIEW OF LITERATURE
3 CONCEPTUAL FRAMEWORK
4 DATA ANALYSIS AND INTERPRETATION
5 FINDINGS, SUGGESTIONS & CONCLUSIONS
6 BIBLIOGRAPHY
7 APPENDIX
 LIST OF TABLES AND CHARTS

SL.NO TITLE PAGE NO

1. ANALYSIS OF AGE OF RESPONDENTS
2. OCCUPATION BACKGROUND

3. ANALYSIS OF APP WHICH ARE PREFER TO ORDER FOOD

4. ANALYSIS OF HOW OFTEN CUSTOMER ORDER FOOD ONLINE
5. ANALYSIS OF APPROXIMATE MONEY SPENDS ON ORDERING FOOD
6. ANALYSIS OF MEALS COMMONLY ORDERED BY CUSTOMERS.

7. ANALYSIS OF COMPANY SERVICES GOOD IN ON TIME DELIVERY

8. ANALYSES ABOUT FOOD DELIVERY SYSTEM

9. ANALYSIS OF COMPANY WHICH PROVIDE MORE OFFERS, DISCOUNT AND

PROMOTIONS.
10. ANALYSIS OF CHALLENGES FACED BY CUSTOMERS WHILE ORDERING FOOD
ONLINE.

11. ANALYSIS OF SATISFACTION LEVEL OF CUSTOMER ON FOOD DELIVERY APP

SERVICES

12. ANALYSIS ON INTEREST OF USING FOOD DELIVERY APPS

13. ANALYSIS OF MODE OF PAYMENT USED.

14. ANALYSIS OF THE APPS WHICH ARE MORE EFFECTIVE IN SPEED OF DELIVERY
AND LOW OR NILL DELIVERY CHARGES.

15. ANALYSIS OF ITEMS WHICH ARE MOSTLY ORDERED.

16. ANALYSIS OF COMPANY WHICH ARE GOOD IN PACKING.
17. ANALYSIS OF SECURITY OF ELECTRONIC FOOD ORDERING.

18. ANALYSIS OF ORDERED FOOD AT DOORSTEP ON TIME.

 CHAPTER 1

INTRODUCTION
INTRODUCTION

In today‘s world the rise of digital technology is reshaping the industries. With the increased use of technology, the numbers of people
engaging into the digital sector are rapidly increasing. Even Consumers are accustomed to shopping or even ordering Online through apps or
websites, with maximum convenience And transparency, expecting the same experience that they Would get from the outlet itself. To match
up with the Expectations, apps are providing increased facilities and Services to their customers. Online food services are websites that
feature interactive menus allowing customers to place orders with local restaurants. Much like ordering consumer goods online, many of these
allow customers to keep accounts with them in order To make frequent ordering convenient. A customer will search for a favorite restaurant,
choose from available items and Choose delivery. Payment is also left to the option of the Customer- cash/debit card/credit card/fund transfer.
Many Restaurants offer the technology to place an order with a mobile App, and may offer a discount or bonus when the order is placed. Now,
the famous online food apps available are Swiggy, Zomato, Uber eats etc. that delivers food from the Restaurants chosen by the customers.
There are also Customized apps of certain restaurants. Ordering System is an application which will help Restaurant to optimize and control
over their restaurants. For The waiters, it is making life easier because they don‘t have to Go to kitchen and give the orders to chef. For
management Point of view, the manager will be able to control the restaurants by having all the reports on hand and able to see the records of
each employees and orders. This application helps the Restaurants to do all functionalities more accurately and in a faster way. Food Ordering
System reduces manual works and Improves efficiency of restaurant.

An online food delivery service is an online-to-offline (O2O) service. The online food delivery Service platforms get lots of restaurants
together, serving as a go- between connecting restaurants and consumers. These partner restaurants display their menus on platforms to appeal
to more Consumers, and consumers can order food online and get them sent to the designated location in a short time.

Statement of problem
A study on consumer attitude and perception towards Digital food app services. It finds the answer for the factors affecting consumer attitude
and perception in ordering food through digital food app services.

Significance of the study

The aim of the study is to identify the consumer attitude and perception towards digital food app services. In this scenario the usage of internet
has increased tremendously. So people prefer digital food apps for ordering food. This study is to check whether the digital food app affect the
customer attitude on ordering food.

OBJECTIVES:-

The objectives framed for the study are:

• To identify the expectation and satisfaction levels of online Customers who use the services of online food delivery apps.
• To find out the most preferred online food delivery service App by consumers
• To find out how does customers attitude & how they react while ordering food online
• To analyses the customer‘s purchase pattern of ordering food Online.
• To know the customer ‘satisfaction about quality of services provided by online food ordering and delivery Providers.
• To know the costumers ‘satisfaction about the time taken to deliver food at doorstep by online food Ordering and delivery service
providers.
• To analyze the impact of online ordering of food on customers.
• To study to analyze to evaluate how online ordering of food has influenced and changed the way of their eating habits and also to find
how customers think & how they react while ordering food online.

1. RESEARCH METHODOLOGY

SOURCES OF DATA

Primary data
• Primary data is the data has been collected from first-hand experience. The primary data are collected directly from the respondents
through a questionnaire.
• Questionnaire consists of short questions and multiple choice questions. The attitude of people towards home delivery can be
identified through this questionnaire.
Secondary data
Secondary data is the data collected from a source that has already been published. It was collected from books, journals and internet.

RESEARCH DESIGN
The study conducted on the basis of descriptive and analytical.

SAMPLE SIZE
125 youngsters are taken as samples, in which 50% are students and other 50% are Employees.

SAMPLING TECHNIQUE
In this study, the sampling unit was collected by using non probability sampling to conduct the survey. Here the units of the sample are
selected on the basis of personal judgment or convenience. Convenience sampling is helpful for selecting sampling unit which can reduce the
consumption of time and cost.

TOOLS OF GATHERING
Here the questionnaire is used for the tools for gathering data. It is the best tool for collecting primary data.

TOOLS FOR ANALYSIS

Pie chart, bar diagrams is the tools used for the analysis of data.

LIMITATIONS

The findings and suggestions of this study may not be suitable to all Respondents since it is based on the opinion and views of 124
respondent‘s only .The studies were limited to Kozhikode city for Chosen factors considered by customers while ordering food Online. The
preference of online food ordering differs from Individual to individual. The food delivery apps are accessible only in developed urban areas
thus it limits the study to only People living in those areas and hence survey of people living in remote areas was not done furthermore the
study was limited to consumers ‘perception of online food ordering while the Marketer or merchandiser perception was not analyzed in these
Studies.
 CHAPTER 2

LITERATURE REVIEW
Dr.N.Sumathi, S.Josphin, (2017) in their study enables online food ordering system is one of the largest services for fast food restaurants. This
is made through electronic payment system which is useful for easy payment for credit card customers. This study says about To reduce the
long queues of customers at the counter ordering for food and to reduce the workload of employees. The required information was collected by
interview schedule to the selected respondents and through journals, Articles etc. The location of the study confined to Coimbatore city from
the period of June 2018.They has selected 234 samples from purposive buyers and 234samples from impulsive buyers as the sample size.
Online food ordering has gained significance not only by the entrepreneurs but also it is the finger ship of the consumer. It gives a different
Experience and customer can make the food ordering more fashionable over the internet as they getting used it and Become more enjoyable
and easier.

Mathews Jiao Chorneukar, (2014) the present study is descriptive study. In his study on consumer perception of electronic food ordering tells
us about how people prefer to buy food through electronic ordering. The sampling population selected was working people, college students
and few housewives from Coimbatore district. 280 respondents from primary data and 56 responses from initial pilot study. A structured
questionnaire was prepared to get demographic details and opinion about the factors that influence a customer. The people use online food
app once or twice in a week, most of the order are made on Sundays and prefer to order Chinese items. Swiggy is the most favorite app of
majority of the customer and they also prefer to order at more offer with items at lesser price. The food apps might think of unique and feasible
technique to retain existing customer to face stiff competition from other markets.

Arji, N.Vand Sreena, (2019) their study found that as compared to elder people, youngsters are more inclined towards online food delivery
System, their faster delivery and number of restaurants influenced youngsters to prefer online food delivery system. Questionnaires are
distributed among 300users and 100 non users of online food delivery app used by different age Group from 18-40 respectively in Kochi. 160
responses were collected for the study and data procured on real time Basis with the help of Google forms. They have segment the audience
demographically from the age of 16-30, 31-45, and 46-60. R square test and chi square test are used for analysis. This study says that how
much satisfied are people with online food delivery services and most of the responses were neutral which means that people are neither too
satisfied with the services nor dissatisfied with it. The purchase pattern of the consumer was identified and 47. 5% of People order food weekly
and 40.6% order more than 5 times a month.

H.S.Sethu and Bhavya Saini, (2016) the study revealed that the online food ordering services was used by 100% of the respondents, and the
buying Decisions were largely influenced by opinion of friends, family and Discussion on online forums. Good word of Mouth and experience
by existing customer and online forums decides the success of web based food shopping. These studies are based on primary survey through
well-structured questionnaire over the online food apps and cover all sampling with 80 respondents randomly. Random sampling and
percentile methods are also enacted to approach the results very good form for the best observation. Zomato is the most popular food app and
people choose local Vendors for ordering food. The average spending by a customer on this app monthly is approx 10% of their income. The
food apps are successful in capturing a market in Indian economy and it also helps to achieve digitalization and the most preferred payment
methods Paytm. The apps are easy to use and satisfy the consumer‘s needs by providing Quality services to them.

R., A.,Singh,A,Pathan,S., and Kanade,V, (2017) The study revealed that with the usage of online mechanism of ordering food, menu of a
restaurant and Mess can be placed access to potential customers to place order at any time at their convenience. A structured questionnaire
consisting of two parts is prepared to collect primary data. First part related to demographic profile and second part included questionnaire to
get insight about ordering food. The responses were collected in the month of June 2019. Secondary data collected from published books,
internet, journals, etc. Primary data collected from 85 units using Delivery app such as Uber eats and swiggy in Nashik city, India.
Questionnaire was distributed to 100 customers out Of 85 complete responses were received. 45% customers prefer online food delivery apps.
All the respondents used Uber eats and 66% used swiggy app. 74% customer feels Uber eats are better than swiggy app. 49% are highly
Satisfied with quality of service by online food ordering. 47% customers are satisfied with time taken for food Delivery at doorstep through
online food ordering and delivery services. Uber eats is preferable app for online food Ordering and delivery services in Nashik.

Varsha Chavan, et al, (2015) they try to focus on implementing customizable online food ordering system using web-based Application. The
use of smart phones and tablets helps to interface between customers and restaurants And for customers to view and order their favorite menu
and with the help of navigation they receive an Update and it helped the restaurants also in managing orders from customers immediately. the
capabilities of wireless communication and Smartphone technology in satisfying and improving business Management and service delivery.
Their analysis reveals that their system is convenient, effective and Easy to use, which is expected to improve the overall restaurant business in
future times.

Kumawat Rakesh,et al,(2016) they made an attempt on the online food order system. A researcher has tried to analyze the Graphical User
Interface (GUI) system. Application using GUI is working properly and meeting all the requirements of users. Even this system can easily plug
into another system. They conclude that the system is user-Friendly and easily handled by the client or users. And can manage the profile of
every client or user separately with their order. Bill can be generated online so that they can manage their orders according To the cost of food

Alagoz and HHekimogl, (2012) they try to analyze customer attitude in the online food ordering system. Research reveals that online Business
is rapidly growing worldwide; the food industry is also showing notable growth. In this research they have used the Technology Acceptance
Model (TAM) as a ground to study the acceptance of online Food ordering system. Their data analysis reveals that the attitude towards online
food ordering may Vary according to the easiness and usefulness of Online food ordering process and also vary according to Their
innovativeness against information technology, their trust in online retailers and various external Influences.

Sheryl E. Kimes, (2011) they try to find out customer perception of electronic food ordering. The study found that perceived Control and
perceived convenience allied with online food ordering services were important for both Users and non-users. Non users need more personal
interaction and alsothey had higher technology Nervousness to use the services. Users of online service are younger than non-users.

Rathore and Chaudhary, (2018) they focus on Consumer‘s Perception of Online Food Ordering. The Study reveals that the consumer‘s
perception of online food ordering varies from individual to Individual, individual opinion, availability of proper internet connectivity. The
study further reveals that most adolescents are close to online food ordering. The price of online foods, Discounts, and special offers has the
most influencing factor in online food ordering and delivering. Other influencing factors are convenience and on-time delivery. The study
found that Teenagers often prefer to order on a weekly basis, and they order the snacks followed by dinner. The study reveals that respondents
are well aware of the online food ordering and some of them are using too. This indicates the rising popularity of online food ordering within
adolescents. Renovation in the trends of food ordering is taking place because of the changing lifestyle of the Consumers and expansion in
online activity in India.

Suryadev singh rathore,Mahic Chaudhary ,(2018) the article named ‗consumer‘s perception on online food ordering‘ is researched by
Suryadev Rathore and Magic Chaudhary and it mainly focus on analyzing the consumer perception towards food delivery Apps and the factors
affecting it. To attain this objective, data were collected through structured two Sets of questionnaire and online survey. The study reveals that
youngsters are more attracted to online Food ordering and also it highlights that price discounts, special offers are the influencers.

Jyothishman Das, (2018) the article named ‗consumer perception towards online food ordering and delivery services‘ researched By
Jyothishman Das. It focus on consumer‘s perception towards online food ordering system in Pune. To attain objective data from different areas
of Pune are collected and also visited restaurants to know their point of view questionnaire and non probability method are used among 153
respondents. They find it that doorstep delivery, ease and convenience are the factors influencing the most and Zomato is the proffered service
provider by swiggy.

Ayush beliya, Rubi kujur, Maisha Varma, Kumari Vishaka Nagwansha, Sonam Sahu, Nitesh Vikey & Ajaz Ahamad Bhat, (2019) the article
named satisfaction of consumer‘s by using online food delivery‘ is researched by Ayush Beliya, Rubi Kujur, Maisha Varma, Kumari Vishaka
Nagwansha, Sonam Sahu,Nitesh Vikey & Ajaz Ahamad Bhat. It Mainly deal with consumer behavior and helps to analyze their perception.
And will also help us to understand the consumer behavior. For completion of research they collected data through fully fledged Questionnaire
which were distributed among 60 respondents. They find that people between the ages of 18-30 years were using online food services mostly
an offer. Discounts are the factors effecting usage of service. They find that Zomato is the best among all.

Adithya Thribhuvan, (2020) the article named ‗a study on consumer perception on food app.‘s researched by Adithya Thribhuvan. It mainly
focuses on examining the consumer perception on food apps and to analyze the factors that Influence it. Survey method is chosen for data
collection. They find thatthere are two types of users who use food apps which are heavy and light users and the Factors effecting are, payment
method, occasion etc.

Ms Ardhana M Prabhash, (2020) the article named the consumer perception on online food ordering system among youth in Kerala is
researched by Ms.Ardhana M Prabhash it mainly focus upon finding consumer perception and Ecommerce in India. The data for research is
collected through primary survey method over 250 youths in five major districts. The data shown that the online food delivery system have
begun to gain importance in rural areas also And major proportion of respondents (175 people) have used this system and 24% (75people)
have not yet Used any kind of online food delivery services and they says that ecommerce of India is expected to Grow.
 CHAPTER 3

CONCEPTUAL FRAMEWORK
PERCEPTION

Perception is defined as a process through which individuals are exposed to Information, attend to the information, and comprehend the
information (Mowen, 1995). Understanding perception and the factors determining how consumers view Products and services is central to
effective marketing (Berkman, Lindquist, and Sirgy, 1996). Schiffman and Kanuk (1994) stated about consumer perception Saying ―as
diverse individuals, we all tend to see the world in our own special ways. ―Reality to an individual is merely that individual‘s perception of
what is out There of what has taken place. Individuals act and react on the basis of their Perceptions, not on the basis of objective reality. Thus,
to the marketer, Consumers ‘Perceptions are much more important than their knowledge of Objective reality. For If one thinks about it, it‘s not
what actually so is, but what consumers think is so that Affects their actions, their buying habits, their leisure habits, and so forth. And because
individuals make decisions and take actions based on what they perceive to be reality, it is important that marketers understand the whole
notion of perception and its related concepts so they can more readily determine what factors influence Consumer to buy.

CONSUMER PERCEPTION AND ATTITUDE TOWARDS DIGITAL FOOD APP SERVICES

Food Ordering on the internet is conceptually different from other Sources of ordering food, as the internet promotes a one to one
Communication between the seller and the end user with round The clock customer service. Technology has played a vital role in
revolutionizing the food delivery service from phone-based to Online ordering to satiate consumers ‘ever-changing demands, making its way
to the top. Today, the business of Food delivery Services is one of the fastest growing segments of e-commerce. the Major difference between
traditional and online Food Ordering Is the extent of interaction between the consumer and the seller. E- Commerce has made the interactivity
with the consumer Effortless in the form of Helpline numbers and FAQ‘s. Through Helpline Numbers and FAQs, the consumer‘s questions on
Delivery, payment, product, policies and other customer concerns can be addressed effectively. As an enormous amount of people are
gravitating towards the more Intensive use of the Internet as the accessibility of technology, the Availability of information, and the ability to
interact through the Internet increase and evolve. Consumers are now able to use the Internet for a variety of purposes such as research,
communication, Online banking, shopping, and even online food ordering. With Such benefits, the Internet is promptly becoming the main
method of communication and of conducting business effortlessly. The Internet has contributed to the changes in consumer preference as their
dependence on technology has moved them to do everything on the internet including getting cooked meals delivered on their Doorstep.
Convenience is the biggest determinant to the consumers as the steps required to make an order is as simple as few clicks on mobile devices
like Smartphone, tablets, or laptops. In a Nutshell, modern and young consumers may be labeled as lazy‘for depending on technology and
convenience. In addition to That, the time taken for the food to be delivered serves as a good Reason for consumers when they do not have
plans on where and what to eat. From the business point of view, owners would grab opportunities which are seen as a new source of revenue
generation. Consumer Preference is the main stimulating factor for business owners to indulge in online delivery services as to further satiate
customer Demands and needs. Online food delivery is particularly prescribed in countries that are still developing as technology and consumer
Preference are still modifying. According to the studies, 50.8% of people order food delivery service because they do not prefer to cook, as it
allows customers to have food delivered straight to their home or office in less than an hour. Despite the burgeoning Internet boom in the
present scenario, some of the consumers are still not participating in the online transaction. For various People, there are still worries with
security and passing personal Data over the Internet.

APPS USED FOR ORDERING FOOD THROUGH ONLINE

1. SWIGGY

Swiggy is India‘s largest and highest-valued online food ordering and delivery platform founded in 2014. Swiggy is based in Bangalore, India,
and as of March 2019, was operating in 100 Indian cities. In early 2019, Swiggy expanded into general product deliveries under the name
Swiggy Stores In September 2019, Swiggy launched instant pickup and drop service Swiggy Go. The service is used for a diverse array of
items, including laundry and document or parcel deliveries to business clients and retail customers. Swiggy is operated by Bundl Technologies
Private Limited. Swiggy pays travel pay based on Distance or Time. It pays Rs 4 per KM for first 4 Kms & Rs 6 per KM after the first 4 kms
if it pays based on distance or pays 1 Re per 1 minute if it pays based on time. It normally pays according to a higher amount. Working as a
bridge between restaurants and customers; Swiggy utilizes an innovative technology platform that works as a single point of contact. Their app
allows urban foodies to order food from nearby restaurants and get it delivered at their doorstep.
2. ZOMATO

Zomato is an Indian restaurant aggregator and food delivery start-up founded by Pankaj Chaddah and Deepinder Goyal in 2008.Zomato, which
started as Foodie bay, was established in July 2008 by two IIT Delhi alumnus, Deepinder Goyal, and Pankaj Chaddah. The idea struck
Deepener when his colleagues consistently had a demand for paper menu leaflets of different restaurants, to order food. Jul 11; 2018.Zomato
provides information, menus and user-reviews of restaurants as well as food delivery options from partner restaurants in selectcities. Zomato
also began grocery delivery amid the COVID-19 outbreak. As of 2019, the service is available in 24 countries and in more than 10,000 cities.
Launched in Delhi 12 years ago, Zomato has grown from a home project to one of the largest food aggregators in the world. We are present
in 24 countries and 10000+ cities globally, enabling our vision of better food for more people. After endless debate over several cups of coffee;
we came up with the name Zomato. We decided to keep the idea of food at the center and choose a name that is short, easy to remember and
makes people think of food. Zomato‘s got a zing to it and is originally a play on the word Tomato‘. To begin with, through its food
delivery business, Zomato charges a commission to the restaurants on the basis of orders. While users pay a delivery fee, Zomato earns
through restaurants that pay a commission for each delivery, which is then split among the delivery partner and the company.

3. UBER EATS

Uber Eats is an American online food ordering and delivery platform launched by Uber in 2014 and based in San Francisco, California. Uber
Eats allows delivery partners (drivers) to use their cars to pick up food from participating restaurants and deliver it to customers. Customers
can use the app or Uber Eats site to find the food they want order and track the delivery status from the prep work at the restaurant on through
to the delivery. Jun 25, 2019Uber Eats drivers can expect to make around $8 – $12 per hour after factoring in vehicle expenses. Delivery pay
can vary quite a bit from day to day and hour to hour, and it‘s crucial to work lunch and dinner rushes if you want to earn on the higher end of
the pay scale. Part of the reason Uber Eats been able to be so successful is because of the change in America's eating habits. More and more
people are has ordering delivery instead of cooking at home. Food delivery is desirable for many because it can save time needed to prepare
and clean a meal.

4. POTAFO

POTAFO is an online food delivery service which is based in Calicut. Keralite‘s love for food is the driving force behind this venture. … We
connect customers with many local restaurants online, allowing customers to view menus and place orders for delivery in a quick, fun, friendly
and hassle-free way. Directors of Potafo Private Limited are Abdul Haseeb Moosa, Abdul Mukthadir Kandi Rarapukath, Abdulla Sani,
Company Name: POTAFO PRIVATE LIMITED
Company Category: Company limited by Shares Company Sub Category: Non-govt company Age of Company: 2 years, 2 month, 7 days
5. FOODPANDA

Foodpanda (stylized as foodpanda) is a mobile food delivery marketplace owned by Berlin-based Company Delivery Hero SE and operates in
about 50 countries. It is mostly active in Asia Pacific, Bulgaria and Romania. It is headquartered in Berlin, Germany. The service allows users
to select from local restaurants and place orders via its mobile applications as well as its websites. The company has partnered with over
115,000 restaurants in 246 cities and works with over 80,000 delivery riders. The firm was acquired by Delivery Hero in early December 2016.
Foodpanda‘s business in India was acquired by Indian cab-aggregator Ola on 29 December 2017 for an undisclosed amount. Foodpanda allows
users to conveniently discover food around their neighborhood and directly order their favorite meals online or via mobile. Foodpanda makes
money by giving suggestions for credit cards of various banks to its customers. Also, banks give discounts and offer on their cards in order to
make more transactions through their bank. This helps Foodpanda and its users as more customers are willing topay online.

6. FASOOS

Faasos is an Indian food on demand‖ service that was incorporated in 2004. It is one of the brands owned by the online restaurant …
Headquarters: Pune, India Industry: Online Food Ordering Founder: Jaydeep Burman, Kallol Banerjee Parent: Rebel Foods Faasos operates in
Dubai and 34 of the largest cities in India and takes customer orders via its mobile app and website. It is the only vertically integrated food
business in India and operates all three stages of a food on demand‖ business: ordering, distribution and order fulfillment. Faasos receives
10,000 orders a day across India and has recorded a growth rate of 20-25 per cent month-on-month with the rapidly growing online business;
the market that is gaining momentum now is Food. A cloud kitchen is a virtual restaurant. Today, Faasos has 160 + kitchens that produce
delivery meals for four distinct brands. This Include, Faasos, Behrouz, Oven Story a pizza brand, and Firangi Bake

7. DELIVEROO

Deliveroo (legally incorporated as Roofoods Ltd.) is an online food delivery company founded by William Shu in 2013 in London, England.
It operates in over two hundred locations across the United Kingdom, the Netherlands, France, Belgium, Ireland, Spain, Italy, Australia, New
Zealand, Singapore, Hong Kong, the United Arab Emirates and Kuwait. Its subsidiary operation, Deliveroo Editions, focuses on growing a
network of ghost kitchens kitchens located off-site from restaurants for the preparation of delivery-only meals. Deliveroo has not yet made a
profit. In May, Deliveroo announced a new contract as a 'trial' which according to some drivers could mean they are paid less than the
minimum wage for people over the age of 25. The pay used to be £7 per hour plus £1 commission per delivery. The new pay scheme, which
will pay £3.75 per delivery, begins on Monday...
8. DUNZO

Dunzo can change the way you move things, how you shop and lets you access your city like never before. We‘re an app that connects you to
the nearest delivery partner who can make purchases, pick up items from any store or restaurant in the city and bring them to you. Dunzo is an
Indian company that provides delivery services in Bengaluru, Delhi, Gurugram, Pune, Chennai, Jaipur, Mumbai and Hyderabad. The company
also operates a Bike Taxi service in Gurugram. It is headquartered in Bengaluru, India. In 2017, it was funded by Google. It was founded by
Kabeer Biswas, along with Co-founders Ankur Agarwal, Dalvir Suri, and Mukund Jha, in 2014.

ADVANTAGES AND DISADVANTAGES OF DIGITAL FOOD APP SERVICES

ADVANTAGES:-

1. Ease of Access

With online deliverables, there is a big advantage of variety for choosing the channel for ordering for example, Almost all food chains in
NYC offers online delivery options with so much in their menus which includes Veggie Delights, Fast food, cakes, Slushes & more and you
can just make your order by tapping and selecting from your Mobile screen and wait for your order to arrive.

2. Exploration of new places

A significant advantage of ordering food online is the exploration of new places, so you may have multiple choices to choose amongst the
restaurants. Why it is considered important because people are always very reluctant to Choose amongst the menus and moreover if they find
it confusing they will leave this idea and will go for the Visiting method, with variety of options available there is an excellent option of not
only having the desired items at Doorsteps, but it also gives an opportunity for exploration of new things within reach.

3. A Good Business

For instance, you are running an online food delivery service where you have to collect food from different places, if your business is good, i.e.
your delivery system is efficient then it could be a profitable business for you because more people will consider you to deliver food at their
place. It can be more useful during the peak office lunch hours and also during the weekends where people are staying at home laying on their
couch enjoying Netflix and chilling ‘There craving will become reason to your opportunity.

4. Discover new restaurants and new customers

More restaurants are joining the ranks of the online food delivery community every day, allowing customers a greater selection of foods to
choose from when ordering. Instead of a customer being confined to restaurants around their home or one that only attracts nearby residents,
customers can now discover new restaurants. Connecting Restaurants to new customers is one of the best benefits for the industry and also
allows customers be a little adventurous and try a new spot.
5. Healthier Delivery Options
Online ordering means more choices. Now customers can order a smorgasbord of delicious culinary options from their favorite local eateries,
even healthy options. Want to skip chicken wings and order grilled chicken with steamed Vegetables instead? It‘s possible. Need a salad
instead of scaring down a burger and fries? Do it. Online food delivery services are enabling customers to stick to healthy eating plans even
when they want to forego meal prep or dining out.

DISADVANTAGES:-

1. Late Deliveries

With food ordered online some time it takes a lot of time to deliver to the required place as it depends upon the distance from which it is
ordered, as a matter of fact this technological ease has made the current generation a bit complaisant, while ordering something online it should
be kept in mind that the food should be ordered from the nearest possible outlet so it may reach you in few minutes or else you gotto wait long
for the delivery. So, it‘s better to be smart enough to order properly by deciding the area rather than reaching unknowingly and then keep on
waiting

2. Price Difference

Well it is not a big problem as far as the delivery thing is concerned, but yes, the price does differ while ordering some services are found to be
free of cost, but some restaurants use to charge extra money for delivery of food at your place. This price ranges from 3-15$ depending upon
from how far you are being served moreover it is also observed that there is some unusual rise in prices of the online available food items this
may be due to the inclusion of taxes but all in all it is considered as a change and indirectly as a disadvantage

3. Social Interaction

Having lunch/dinner in a restaurant is quite a fascinating stuff, the ambiance, the social interaction and the experience of all these things
rejuvenates the hunger in you but sitting in your couch and ordering food is a comforting but complacent approach back to back where people
would not enjoy the benefits of reaching out to other places and enjoying the delights of the social interaction with different environment

4. More Expensive

Customers are typically subject to fees when ordering through an online delivery service, in addition to the cost of the food. These fees can
include a booking fee, busy area fees and even a tip to the delivery driver.

5. Quality of food

This is one of the few reasons which has made people reluctant to order food online, sometimes it happens when food is found to be of low
standards then shown or said about. People often go berserk over this, and they flood your customer‘s feedback page with all the possible
words which you don‘t want to listen about your brand. For example, last year in Alberta, Canada there was a case recorded on swiggy, a
famous online food delivery platform that a person asks for a pack of 6 chicken wings and the food was not of good quality, that customer
went mad at it and filed a complaint against the provider, this scenario ended upon the franchisee paying a sum of 5000$ as penalty to swiggy
for denting their reputation

SCOPE OF DIGITAL FOOD DELIVERY APP SERVICES

Today people run fast as if their legs are turned out to wheels, because of the vibration of this fast- moving digitalized world. We want
products and services quick as we are tuned in such a way. The things we required are achieved with just a few taps in handsets. Atpresent on-
demand mobile applications are a booming business trend that grabs the greater limelight in past. Many online services like food delivery,
ride-hailing, renting products providing apps are a success will on- demand services. The apps like Uber, Just Eat, Airbnb, Tinder is online
platforms that is available and gives services when people need them. Such on-demand online apps afford users and Developer‘s life
betterment. With the recent investment from a big firm and economy raise in the market, clearly shows a greater future for on-demand apps.
Today‘s app technology has covered people‘s need and made their life easier, where they can relyon, on-demand high-end technology apps
for completing their daily works, also special ones. The platform and current demand for food allow many fresh apps to the food market, also
apps that are available hits success. Food is a most required thing, this on- demand food delivery app provides delicious foods people ordered,
and without making they skip a meal.
Design features:

The responsive food ordering and delivery app, should convenience user with the streamlined flow of food menus and clear GPS track details.
The virtual system that should shine like a real system for customer, driver and restaurant.

Estimated Time Delivery:

It is a necessary factor, to trigger the customer hunger and expectations. They no need to peep into the phone for every second about the order.
ETD is expected time the food delivery is done after preparation.

BIGGEST CHALLENGES FACED BY THE FOOD DELIVERY SERVICES.

With consumers shifting away from the dining-out trend towards home delivery services, technological growth has paced up in the sector.
Food delivery services are currently leading the online marketplace. According to statistics, the online food ordering marketplace‘s total
revenue is expected to grow at 8.8% until 2024. Food delivery businesses are continuously acquiring a substantial number of new customers
each day. With the evolving market base and future opportunities, many food delivery startups and businesses are entering the market with
higher thrust and push, thus making the marketplace competitive and challenging for the firms to capture. This article discusses some key
challenges that food delivery businesses face today.

1. Shifting Customer Preferences

The ultimate aim of any food delivery service would be to grow its market share by offering the best possible value to customers at the least
possible cost. Food delivery market players have elevated the marketing game to such a level that customers are spoilt for choice even as
competition grows. This is making the customer base unstable and is affecting brand loyalty. In a quest to control customer attrition, food
delivery businesses are deploying marketing strategies and tactics to increase engagement.

2. Unstable Market Prices

Apart from the customer base, food costs are also highly volatile. Several factors affect the prices in the food industry. Businesses dealing in
food delivery often cannot track or keep up with market prices and struggle to find the right pricing strategy. Along with inflation and rising
revenue deficits of their partners, food delivery services also have to focus upon adopting offensive or defensive pricing models to deal with
their competitors. This puts even more pressure on margins and affects profitability.

3. Adhering to the Food Quality Standards

Due to a massive demand for online orders, delivering food from a restaurant far away from the customer‘s place while maintaining the utmost
quality becomes highly challenging for the delivery partners. The difference in the food that is served in the restaurant premises and the one
being delivered to one‘s doorstep creates a significant loophole that food delivery companies should strive hard to overcome.

4. Managing Customer Expectations

Regardless of how big the market captured may be, it‘s a failed attempt if the businesses are unable to satisfy customer needs. The customer
satisfaction factor herein is not the responsibility of the delivery partners alone but the ones working at the point of origin, the restaurant staff.
Thus, it is a challenge to fill the gap that exists between delivery partners and restaurant owners to work together and meet customer
expectations proactively.

5. Improper Food Handling

One of the most significant issues that delivery drivers face is mishandling orders because of a lack of training. Only a few food delivery
companies have proper measures in place to ensure that their drivers handle food properly. The lack of hygiene leaves many customers
concerned, and that is one of the main reasons why restaurants must ensure proper training to optimize the food delivery experience and retain
control over delivery times.

6. Threat of Bigger Players

An already established food delivery player that is popular among the masses takes up a bigger market share and leaves very little room for the
other players to compete. This poses one of the biggest challenges for the small and upcoming players in the market to gain a large
customer base with a higher value.
7. The Logistics Dilemma

The logistics challenges faced by food delivery startups are immense. Whether to keep the delivery radius restricted to a few areas or cater to
wider geography, the scope of getting higher orders from a specific area, allocating the right number of vehicles, ensuring the food quality, etc.
are some of the critical logistics-related issues that food delivery companies face. Restaurants & delivery services must keep all these
parameters in mind while deciding upon the last-mile logistics model. To address these challenges, food delivery services must think of better
solutions that can lead the delivery marketplace to further development and growth. Some of the suggested solutions are:

• Proper resource management methods can lower operating costs and boost the functional efficiency of the delivery business
resulting in higher customer satisfaction.
• Keeping up with the market trends and continuously upgrading their business strategies to adapt to the new trends.
• Customer-centric marketing strategies
• Higher levels of responsiveness, customer friendliness, and great support.
• Over the long term, online ordering and doorstep food delivery will continue to prosper, and the need of the hour is keeping the
interests of the customers in mind
 CHAPTER 4

ANALYSIS AND INTERPRETATION

TABLE-1 ANALYSIS OF AGE OF RESPONDENTS

Options % Count
Less than 20 36.22 46
21-30 52.76 67
31-40 3.94 5
More than 40 7.09 9

FIGURE-1 ANALYSIS OF AGE OF RESPONDENTS

Interpretation:

Out of 125 respondent 67 belongs to the age group of 21-30 years and occupy 52.76%.46 respondents are less than 20 years of age and occupy
36.22% and 9 respondents are more than 40 years and occupy 7.09% and remaining 5 respondents belongs between 31-40 years and occupy
3.94%.
TABLE-2 OCCUPATION BACKGROUND

Option % Count
Student 70.54 90
Working individual 20.16 26

Working Married Couples 3.10 4

Home makers 6.20 8

FIGURE-2 OCCUPATION BACKGROUND

Interpretation

By above data we found that 9 respondents are students, 26 are working individual and 4 are working married couples and other eight are
engaged in home makers and comprised 70.5 4 %, 20.16 percentage 3.10 % 6.20% respectively of total respondents
TABLE-3 ANALYSIS OF APP WHICH ARE PREFER TO ORDER FOOD

Option % Count
Swiggy 54.07 93
Zomato 15.70 27
Uber eats 5.81 10
Potafo 11.63 20
Foodpanda 1.16 2
Food cart and Delfo 0.58 1
Others 11.05 19

FIGURE-3 ANALYSIS OF APP WHICH ARE PREFERS TO ORDER FOOD

Interpretation

Out of which 125 respondents 93 respondents use swiggy which occupy 54.07 %, 27 respondents use Zomato which occupy 15.70% and 20
respondents use potafo occupy 11.62% and 10 respondents use Uber eats occupying 5.81 % and 19 of them use others of 11.05% and 2 of
them use food panda and one of them use Food Cart and delfo with percentage of 1.16 % and 0.58 %.
TABLE-4 ANALYSIS OF HOW OFTEN CUSTOMER ORDER FOOD ONLINE

Options % Count
Daily 0.76 1
Weekly 12.21 16
Fortnight 8.40 11
Monthly 78.63 103

FIGURE-4 ANALYSIS OF HOW OFTEN CUSTOMERS ORDER FOOD ONLINE

Interpretation

Out of 125 respondents 103 respondents order food monthly basis occupying 78.6 3 % and 16 respondents order food weekly basis with a %
of 12.21% and other 11 respondents order fortnight and one of them order daily with comprised percentage of 8.40 % and 0.76%
TABLE-5 ANALYSIS OF APPROXIMATE MONEY SPENDS ON ORDERING FOOD

Options % Count
Less than 150 12.12 16
Less than 250 28.03 37
Less than 500 44.70 59
More than 500 15.15 20

FIGURE-5 ANALYSIS OF APPROXIMATE MONEY SPENDS ON ORDERING FOOD

Interpretation

Out of 125 respondents, 59 respondents spend less than 500 rupees for ordering food which occupy 44.70 %and 37 respondents spend less than
250 occupy 28.03 % and 20 respondents spend more than 500 for ordering food online with 15.15 % and other 16 spend less than 150 which
occupy 12.12 %
TABLE-6 ANALYSIS OF MEALS COMMONLY ORDERED BY CUSTOMERS.

Option % Count
Breakfast 1.95 3
Lunch 29.87 46
Snacks 31.82 49
Dinner 36.36 56

FIGURE-6 ANALYSIS OF MEALS COMMONLY ORDERED BY CUSTOMERS.

Interpretation

From the responses 56 respondents (36.36%) prefer to order dinner 49 respondents (31.82%) prefer to order snacks and 46 respondents (29.87
%) prefer to order lunch and other 3 of them (0.95%) prefer to order breakfast
TABLE-7 ANALYSIS OF COMPANY SERVICES GOOD IN ON TIME DELIVERY.

Option % Count
Swiggy 52.62 89
Zomato 15 24
Uber eats 4.38 7
Potafo 13.12 21
Others 11.88 19

FIGURE-7 ANALYSES OF COMPANY SERVICES GOOD IN ON TIME DELIVERY.

Interpretation

Out of 125 responses, 89 respondents prefer swiggy as the best service company in on time delivery of food at the doorstep, 24 respondents
and 21 respondents choose Zomato and potafo as the best company in on time delivery and 19 respondents prefer other apps and remaining 7
of them choose uber eats.
TABLE -8 ANALYSES ABOUT FOOD DELIVERY SYSTEM

Options % Count
Faster delivery 16.99 26
Convenient 26.14 40
Time saving 27.45 42
Money saving 5.88 9
All the above 23.53 36

FIGURE-8 ANALYSIS ABOUT FOOD DELIVERY SYSTEM

Interpretation

Out of 125 responses obtained 42 respondents think about food delivery system as time saving and 40 respondents says that it is very
convenient and 26 respondents and 9 respondent says that it is faster delivery and money saving and 36 respondents choose All the above
options about delivery system.
TABLE-9 ANALYSIS OF COMPANY WHICH PROVIDE MORE OFFERS, DISCOUNT AND
PROMOTIONS.

Options % Count
Swiggy 60.14 86
Zomato 16.78 24
Foodpanda 2.10 3
Others 20.98 30

FIGURE-9 ANALYSIS OF COMPANY WHICH PROVIDE MORE OFFERS, DISCOUNT AND

PROMOTIONS.

Interpretation

Out of 125 responses 86 respondents prefer swiggy as the best company which provide offers, discounts and promotions.30 respondents
choose other apps and 24 respondents and 3 respondents choose Zomato and foodpanda.
TABLE-10 ANALYSIS OF CHALLENGES FACED BY CUSTOMERS WHILE ORDERING FOOD ONLINE.

Options % Count
Discount Discontinues 16.99 26
App is not working 6.54 10
Service follow up is poor 5.23 8
Delivery time is more 18.30 28
Quantity is not up to the expectations 19.61 30
Electronic payment is not working 8.50 13
Others 24.84 38

FIGURE-10 ANALYSIS OF CHALLENGES FACED BY CUSTOMERS WHILE ORDERING FOOD

ONLINE.

Interpretation

Out of 125 responses, 38 respondents choose others option and 30 respondents and 28 respondents choose quantity is not up to the expectation
and delivery time is more as the important challenge 26 respondents choose discount discontinuous and 13 of them choose electronic payment
is not working, 10 and 8 of them choose App is not working and service follow up is poor.
TABLE-11 ANALYSIS OF SATISFACTION LEVEL OF CUSTOMER ON FOOD DELIVERY APP
SERVICES

Options % Count
Highly satisfied 5.51 7
Satisfied 56.69 72
Neutral 36.22 46
Dissatisfied 1.57 2
Highly Dissatisfied 0.00 0

FIGURE-11 ANALYSIS OF SATISFACTION LEVEL OF CUSTOMER ON FOOD DELIVERY APP

SERVICES

Interpretation

Out of 125 responses, 72 respondents satisfied with Digital food ordering and 46 respondents show neutral in their option, 7 respondentsshow
highly satisfied and 2 of them show dissatisfaction and no one is highly dissatisfied.
TABLE-12 ANALYSIS ON INTEREST OF USING FOOD DELIVERY APPS

Options % Count
Yes 74.40 93
No 25.60 32

FIGURE-12 ANALYSIS ON INTEREST OF USING FOOD DELIVERY APPS

Interpretation

From the responses 93 respondents show interest in using this online food delivery app and 32 respondents not interested in using digital food
app
TABLE-13 ANALYSIS OF MODE OF PAYMENT USED

Options % Count
COD 44.97 67
Net Banking 20.81 31
Payment portals 5.37 8
Debit/credit card 28.86 43

FIGURE-13 ANALYSIS OF MODE OF PAYMENT USED.

Interpretation

From the responses obtained 67 respondents use COD, 43 respondents use debit or credit card and 31 respondents use net banking for
payment and 8 of the use payment portals.
TABLE-14 ANALYSIS OF THE APPS WHICH ARE MORE EFFECTIVE IN SPEED OF DELIVERY AND
LOW OR NILL DELIVERY CHARGES.

Options % Count
Swiggy 55.33 83
Zomato 16.00 24
Uber eats 6.67 10
Foodpanda 0.67 10
Others 21.33 32

FIGURE-14 ANALYSIS OF THE APPS WHICH ARE MORE EFFECTIVE IN SPEED OF DELIVERY
AND LOW OR NILL DELIVERY CHARGES.

Interpretation

From the 125 responses, 83 respondents support swiggy as more effective,32 respondents choose others as the option and 24 Respondents
choose Zomato and 10ofthem choose uber eats and the remaining 1 respondent choose foodpanda.
TABLE-15 ANALYSIS OF ITEMS WHICH ARE MOSTLY ORDERED.

Options % Count
Veg 9.15 14
Non veg 62.09 95
Fast food 25.49 39
Home items 3.27 5

FIGURE-15 ANALYSIS OF ITEMS WHICH ARE MOSTLY ORDERED.

Interpretation

From the responses, 95 respondents order non veg items, 39 respondents order fast food and 14 respondents and 5 respondents order veg and
Home items.
TABLE-16 ANALYSIS OF COMPANY WHICH ARE GOOD IN PACKING.

Options % Count
Swiggy 55.26 84
Zomato 17.11 26
Uber eats 9.21 14
Others 18.42 28

FIGURE-16 ANALYSIS OF COMPANY WHICH ARE GOOD IN PACKING.

Interpretation

From the 125 responses, 84 respondents (52.26 %) choose swiggy as good in packing, 28 respondents choose others and 26 respondents
choose Zomato and remaining 4 respondents choose Uber eats.
TABLE-17 ANALYSIS OF SECURITY OF ELECTRONIC FOOD ORDERING.

Options % Count
Yes 68.75 88
No 31.25 40

FIGURE-17 ANALYSIS OF SECURITY OF ELECTRONIC FOOD ORDERING.

Interpretation

From the responses, 88 respondents find electronic food ordering is secured and 40 respondents find it is not secured.
TABLE-18 ANALYSIS OF ORDERED FOOD AT DOORSTEP ON TIME.

Options % Count
Yes 52.24 70
No 4.48 6
Sometimes 42.54 57
Never 0.75 1

FIGURE-18 ANALYSIS OF ORDERED FOOD AT DOORSTEP ON TIME.

Interpretation

From the responses, 70 respondents said that they get order food on time,57 respondents choose sometimes as the option and 6
respondents says no and 1 respondents choose never option.
 CHAPTER 5

FINDINGS AND CONCLUSION

FINDINGS OF THE STUDY

• Users were significantly more likely to say that they would use or recommend Online ordering food.

• Nearly 68.75 percent of the respondents found electronic food secured.

• Respondents were significantly more satisfied with online food ordering.

• Students are more likely than working employees to use or recommend online Ordering food as mostof them are in the age between
21-30.

• Most of the respondents use smart phones as the main source of Communication to use electronicfood ordering.

• Respondents between the ages of less than 20 and 21-30 years ordered electronic food more.

• The analysis found that there was lot of demand on cash on delivery.

• Most people use Swiggy and Zomato food online services because it provides offers and discount soas to avail such offers they use
it.

• Swiggy is the most popular food app which is preferred by Customers

• People mostly choose Swiggy as it is more effective in faster delivery and low or nil charges whileordering food.

• The average spending by a customer on these apps monthly is approx. less than 500 of their incomeand mostly people use for lunch
and dinner purpose.

• The people mostly use such apps for ordering food monthly and weekly.

• The maximum limit set by the consumers is 500 to 1000.

• And the most used payment method is COD and net banking

• 62.09% them order none veg items mostly and 25.49% of them order fast food.

RECOMMENDATIONS:

• As professionals lack time to cook and since they have to get back on their busy lives, electronic food Ordering should be made
convenient for them using various gadgets.

• Restaurants operators should increase online ordering through simple addition of new distributionChannels to attract the Customers.

• As most of the customers use telephone and mobile phones to order food Online, restaurant operators should encourage them by
responding effectively to telephone calls that provide human interaction .

• Customers face a lot of challenges as the site is slow. Thus the restaurant Operators must know some Techniques to place the order
quickly and effectively.

• Restaurants should focus on giving their customers the best quality and various options on choosing theVariety of food Stuff.
• More and more customers should be encouraged to order food online as now-a-days it becomes Difficult for an individual to go and
place orders directly to the restaurants and also some customersAre uncomfortable with the recent upcoming Technology
SUMMARY AND CONCLUSION

After studied the customers ‘perception and attitude towards electronic food ordering it is concluded that every
system has its strengths and weakness. The purpose of this online food Ordering system is basically to save the time
of the customers especially when he/she has to invite people for any occasion. The chief reason of electronic
ordering is convenience. The single most important Attribute of electronic ordering is accuracy. This study found
that online food Ordering is reasonably popular among the students, working peoples etc. Nearly 91.41 Percent of
the respondents were aware of the electronic food ordering. Customers Between 21-30 years of age ordered more
electronic food and it was often ordered as they didn‘t want to cook especially during the weekends. Customers who
evaluate Service quality based on interactions with employees won‘t want to use self-service Ordering. Similarly,
customers who were uncomfortable with technology may be Reluctant to try an electronic self-service site
because they maybe afraid of getting tangled up in the technology. This study has shown that perceived control and
Convenience are keys to customer use of online ordering which leads to higher Satisfaction. My findings indicate
that restaurant operators should focus on giving their customers higher levels of perceived control and convenience,
since these are associated with a higher intent to use online ordering in the future. Young customers are more likely
to use online, mobile or text ordering. Young customers place a Greater value on convenience and speed than older
users do. To conclude customers will appreciate not having to wait and other waiting customers may be motivated to
try electronic food ordering. By conducting the above research we came to know that the food apps are successful in
capturing a market in Indian economy as almost every person uses it. These apps also help to achieve digitalization.
These apps are easy to use and satisfy the consumer needs by providing quality services to them.
BIBLIOGRAPHY
REFERENCES
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7. Mr. Rakesh P. Kumawat, Miss. Pooja R. Patil, Miss. Urmila S. Salve, Miss. Hemlata S.Mali, Miss. Pradnya
H. Lohale (2016), Online Food Order System, IJRASET, Volume 4 Issue I, January 2016,pp. 351-354

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journal of Humanities and Social science (IIJHSS)

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Website:-

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https://www.shopify.com/blog/213396233-how-to-start-a-food-business

https://food.ndtv.com/news/indian-online-food-delivery-industry-to-hit-8-billion-dollar-mark-by-
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https://www.bito.com/en-gb/expert-knowledge/article/the-future-of-the-food-trade/

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https://www.quora.com/Can-I-sell-homemade-food-in-india

https://www.rajstartup.com/blog/how-to-sell-home-food-online-on-swiggy-and-zomato

https://www.ootabox.com/chef-registration/

https://www.thehindu.com/society/An-app-for-home-cooked-food/article17102093.ece

https://medium.com/pinstove/can-i-sell-home-cooked-food-directly-to-customers-6daea6232dfe

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edule.

https://www.thefoodcorridor.com/2020/03/04/is-home-cooked-food-delivery-a-step-too-far/
APPENDIX
 QUESTIONNAIRE

1. Name

2. What is your age?

Less than 20
21 - 30
31 - 40
More than 40

3. Occupation

Student
Working Individual
Working Married Couples
Home Maker

4. Do you order food online?

Yes
No

5. If yes, which company do you prefer for better food ordering?

Swiggy
Zomato
Uber eats
Potafo
Foodpanda
Food Cart and Delfo
Others

6. How often you order food online?

Daily
Weekly
Fortnight
Monthly

7. What is the Approximate Money you spend on ordering food per time?

Less than 150

Less than 250
Less than 500
More than 500
8. Which meal you typically order?

Breakfast
Lunch
Snacks
Dinner

9. Which company services are good in on time delivery?

Swiggy
Zomato
Uber eats
Potafo
Others

10. What you think about food delivery systems?

Faster delivery
Convenient
Time saving
Money saving
All the above

11. According to you which company provider’s more offers, discounts and promotions?

Swiggy
Zomato
Foodpanda
Others

12. What Challenges you face mostly while ordering food?

Discount Discontinues
App is not working
Service follow up is poor
Delivery time is more
Quantity is not up to the expectations
Electronic payments is not working
Others

13. Are you satisfied with online food ordering?

Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatisfied
14. Are you interested in using Digital Food App?

Yes
No

15. Which mode of payment you commonly used?

COD
Net Banking
Payment portals
Debit/Credit card

16. Which App is more effective in speed of delivery and low or nil delivery charges?

Swiggy
Zomato
Foodpanda
Uber eats
Others

17. Which items do you order mostly?

Veg
Non Veg
Fast Food
Home items

18. Which company services are good in packing?

Swiggy
Zomato
Uber eats
Others

19. Do you find electronic food ordering secured?

Yes
No

20. Do you get your ordered food on time?

Yes
No
Sometimes
Never