“A STUDY OF CUSTOMER PERCEPTION TOWARDS FOOD

DELIVERY APPLICATIONS DURING COIVD-19”

Project report submitted to

CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

In partial fulfilment of the requirements for the award of the degree of

Master of Commerce

Submitted by

Siyeshma P J

(Reg.No: CCATMCM019)

Under the guidance of

Prof. JEBIN K DAVIS

POST GRADUATE DEPARTMENT OF COMMERCE

CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

UNIVERSITY OF CALICUT

MARCH 2021
 CERTIFICATE

This is to certify that the project entitled “A STUDY OF CUSTOMER PERCEPTION

TOWARDS FOOD DELIVERY APPLICATIONJS DURING COVID-19” by Mrs.
Siyeshma P J is a bona-fide record of work done under my guidance and supervision in
partial fulfilment of the requirement for the award of the degree in Master of Commerce.

Prof. JEBIN K DAVIS Prof. JEBIN K DAVIS

(Assistant Professor) (Project Guide)

 DECLARATION

I, Siyeshma P J, hereby declare that the bona-fide record of “A STUDY OF

CUSTOMER PERCEPTION TOWARDS FOOD DELIVERY APPLICATIONS
DURING COVID-19” done in partial fulfilment of the M.com degree program of
Calicut University under the guidance of Prof. Jebin K Davis, Post Graduate
Department of Commerce, Christ College (Autonomous), Irinjalakuda.

I also declare that the project has not formed the basis of reward of any degree or any
other similar title to any other university.

Place: Irinjalakuda SIYESHMA P J

Date: 30-03-2021
 ACKNOWLEDGEMENT

First, I praise and thank God Almighty who showers his plentiful blessings
upon me, who guide, shield and strengthen me all the time.

I wish to express my profound gratitude and heart-felt thanks to our Principal

Fr. Dr. Jolly Andrews CMI for his encouragement and for giving me permission
for the study.

I am thankful to Dr. Josheena Jose, our HOD and Prof. Jebin K Davis my
Project Guide without whose guidance and encouragement, I could not have
completed my Project work. In spite of his busy schedule, he spared some of
his precious time to me for this work. His moral support besides the scholarly
guidance in research is the foundation of this Project. Thank you, for all the
help and guidance. I’m also thankful to the other faculties of the department for
their valuable advices and co-operation, rendered for the successful completion
of my project.

I am sincerely thankful to the customers of food delivery apps who helped me

in getting data for analysis. Without their help it will be more difficult for me
to get my questionnaire filled.

I put forward my thankfulness to the Librarian and Non-Teaching Staffs of

Christ College Irinjalakuda (Autonomous) for their co-operation. I also take
this opportunity to thank my parents, friends and classmates who have been a
source of inspiration. Without their encouragement, it would not have been
possible for me to complete my project successfully.

Place: Irinjalakuda SIYESHMA P J

Date: 30-03-2021
 TABLE OF CONTENT

SL NO: TITLE PG NO:

1 LIST OF TABLES

2 LIST OF FIGURES

1 CHAPTER 1 – INTRODUCTION 1-5

2 CHAPTER 2 – REVIEW OF LITERATURE 6-12

3 CHAPTER 3 – THEORETICAL FRAMEWORK 13-16

4 CHAPTER 4 – DATA ANALYSIS AND 17-47

INTERPRETATION

5 CHAPTER 5 – FINDINGS, SUGGESTIONS AND 48-51

CONCLUSION

6 BIBLIOGRAPHY 52-53

7 APPENDIX 53-58
 LIST OF TABLES
TABLE TITLE PG NO:
NO:
4.1 Table showing the age of respondents 17
4.2 Table showing the male-female proportion of 18
consumers
4.3 Table showing the designation of respondents 19
4.4 Table showing the usage of food delivery 20
applications
4.5 Table showing the monthly spending of 21
consumers for ordering food from various food
delivery apps
4.6 Table showing the preference of consumers 22
among different food delivery apps
4.7 Table showing how the consumers know about 23
food delivery apps
4.8 Table showing the preference among mode of 24
payment
4.9 Table showing the level of agreement that the 25
consumers are influenced by the offers available
on food delivery apps
4.10 Table showing the flexibility in usage of food 26
delivery apps
4.11 Table showing the level of agreement that the 27
consumers take decisions to order food depends
on customer reviews of the restaurant
4.12 Table showing that the perception of food 28
delivery apps is influenced by service quality
4.13 Table showing that the consumers decisions 29
depend on rating of hygiene factor
4.14 Table showing the level of agreement of 30
consumers that the food delivery apps will save
the effort of visiting hotel
4.15 Table showing that the consumers getting 31
sufficient quantity of food from food delivery
apps
4.16 Table showing the level of agreement that the 32
availability of food from food delivery apps is as
per my taste
4.17 Table showing the difficulty in using food 33
delivery apps
4.18 Table showing that the online payments are safe 34
and secure for consumers
4.19 Table showing the satisfaction level towards 35
quality of food
4.20 Table showing the satisfaction level towards 36
price of food
4.21 Table showing the satisfaction level towards the 37
safety measures taken by food delivery apps
during covid-19
4.22 Table showing the satisfaction level towards 38
delivery services
4.23 Table showing the satisfaction level towards time 39
efficiency
4.24 Table showing the satisfaction level towards 40
packing of food
4.25 Table showing the usage of food delivery apps 41
during pandemic period
4.26 Table showing the period of time during which 42
the usage of food delivery apps is/was more
4.27 Table showing the satisfaction towards usage of 43
current food delivery application
4.28 Table showing the challenges faced while 44
ordering
4.29 Table showing the preference for having food 45
from a restaurant during pandemic
4.30 Levene’s test for equality of variances 46
4.31 Levene’s test for equality of variances 47
 LIST OF FIGURES

SL. No: TITLE PG NO:

4.1 Figure showing the age of respondents 17
4.2 Figure showing the male-female proportion of 18
the consumers
4.3 Figure showing the designation of respondents 19
4.4 Figure showing the usage of food delivery 20
applications
4.5 Figure showing the monthly spending of 21
consumers for ordering food from various food
delivery apps
4.6 Figure showing the preference of consumers 22
among different food delivery apps
4.7 Figure showing how the consumers know about 23
food delivery apps
4.8 Figure showing the preference among mode of 24
payment
4.9 Figure showing the level of agreement that the 25
consumers are influenced by the offers available
on food delivery apps
4.10 Figure showing the flexibility in usage of food 26
delivery apps
4.11 Figure showing the level of agreement that the 27
consumers take decisions to order food depends
on customer reviews of the restaurant
4.12 Figure showing that the perception on food 28
delivery apps is influenced by service quality
4.13 Figure showing that the consumers decisions 29
depend on rating of hygiene factor
4.14 Figure showing the level of agreement of 30
consumers that the food delivery apps will save
the effort of visiting hotel
4.15 Figure showing that the consumers getting 31
sufficient quantity of food from food delivery
apps
4.16 Figure showing the level of agreement that the 32
availability of food from food delivery apps is as
per my taste
4.17 Figure showing the difficulty in using food 33
delivery apps
4.18 Figure showing that the online payments are safe 34
and secure
4.19 Figure showing the satisfaction level towards 35
quality of food
4.20 Figure showing the satisfaction level towards 36
price of food
4.21 Figure showing the satisfaction level towards the 37
safety measures taken by food delivery apps
during covid-19
4.22 Figure showing the satisfaction level towards 38
delivery services
4.23 Figure showing the satisfaction level towards 39
time efficiency
4.24 Figure showing the satisfaction level towards 40
packing of food
4.25 Figure showing the usage of food delivery apps 41
during pandemic period
4.26 Figure showing the period of time during which 42
the usage of food delivery apps is/was more
4.27 Figure showing the satisfaction towards usage of 43
current food delivery application
4.28 Figure showing the challenges faced while 44
ordering
4.29 Figure showing the preference for having food 45
from a restaurant during pandemic
 CHAPTER 1

INTRODUCTION
1.1 INTRODUCTION

In today’s world, the rise of digital technology is reshaping the industries. 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. Apps are providing increased facilities and services to the
customers. This scenario exists across the globe. Consumer perception implies one’s
behavior towards any product or service marketed, it is that marketing concept which
encompasses a consumer’s acquaintance about offerings of any product or service of a
particular company. the factors that decide customer perception are consistency of
performance, emotional connect, marketing communications, holistic marketing. Now
it is very easy to get things within a click in our smartphones. Everyone is in a race to
cope up with the fifth-generation technology. India is rich in food culture which is being
now marketed with the help of various restaurants sitting at homes or even at workplace.

Youths are more interested using the apps because, from this they get ordered food on
their doorsteps within minutes. Interested users can download the applications at their
choice and they can create a profile for the convenience of delivery. And they are able
to see the registered list of restaurants of the particular applications and can make choice
among restaurants were the whole menu along with the prices of dishes are being
displayed. The mode of payment can be in cash on delivery or through debit or credit
card or through net banking. In E-market more and more food delivery applications are
entering and it gives chances to more restaurants and dishes too. It helps in creating an
opportunity to earn income and also helps in socio economic development of a society.
The most popular food delivery applications are Food panda, Zomato, Swiggy, Uber
Eats, Delicious, Tasty Khana.

The business of offline to online is a marketing method based on information and

communication technology whereby consumers place orders for foods.

During Covid 19, restaurants and associated services were negatively affected

1
encouraging the Indian government to grade the food and related services under

essential services. So, hotels, restaurants and delivery services are now start their
operations because at least 20% of Indian population including students paying guests
and young professionals. The customers are hesitant to place orders during the
pandemic. The critical issues for the hesitant of using food apps are the health of
individuals to deliver the foods and the sanitary condition of the restaurant. These issues
forced the existing customers to reconsider their future purchase decisions.

With the new advent of technology, the world is experiencing many advantages. Now
there is many mobile applications has emerged for the ease of people. Among them the
new user-friendly initiative is online food ordering system. An online food delivery
application helps to order food from the preferred restaurant through some mobile
applications such as Zomato, Swiggy, Uber Eats etc. using internet. The popularity of
these online food delivery applications is increasing day-by-day. The customer’s need
not be starving when they are not able to cook food, they can order foods from online
food delivery applications. The customers can order food at their preference from the
preferred restaurant and the food will reach at our doorsteps. We get all things anytime
anywhere through one click at our smartphones. The research is about a study on the
customer perception towards food delivery applications during Covid-19. This will help
to know about the factors influencing customer perception.

1.2 STATEMENT OF THE PROBLEM

The customer perception plays a vital role in the success of any marketed product
or service and it helps in the retainment of those products or services in the market.
The perception of customers may vary according to their attitudes. It must need to
analyze the views, needs, and perception of consumers. The pandemic period has
adversely affected by all types of businesses. It will also reform the food delivery
applications. So, the study helps to know about the customer perception as well as
factors influencing the customer perception.
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1.3 SCOPE AND SIGNIFICANCE OF THE STUDY

The geographical scope of the study extends to Thrissur town. Students, working
class and youngsters located in Thrissur town form the parts of universe. The
theoretical scope of the study includes the popularity of online food delivery, the
need of virtual restaurants, their role in influencing the consumption pattern and
habits, merits and demerits of e-market and major players in online retailing etc. The
online food delivery application is one of the fastest growing marketing strategies
for most of business people to gain more profits. Food is a basic necessity for every
people, but because of the busy life of people sometimes they are not able to cook
or not having time to go and order food from outside. The growth of technology has
made online shopping as a part of everyday lifestyle. This study is relevant because
it can give a clear picture about future online markets in India and emerging trends
in the particular filed. The purpose of this study is to measure the perception of
customers regarding food delivery applications.

1.4 OBJECTIVES OF THE STUDY

• To analyze the consumer perception towards online food delivery

applications during Covid-19.
• To identify the factors which influence the customer’s choice of food delivery
applications.

1.5 HYPOTHESES OF THE STUDY

• H1: There is significant difference in gender and perception towards food

delivery applications.
• H1: There is significant difference between gender and factors influencing
the choice of food delivery applications.
3
1.6 RESEARCH METHODOLGY

1.6.1 DATA COLLECTION

Primary data were collected from respondent through systematically prepared

questionnaire in google form then electronically summarised through SPSS.

1.6.2 RESEARCH DESIGN

The present study adopts descriptive research design, with the support of primary data.

1.7 SAMPLE DESIGN

It is very difficult to conduct a study on the entire population from Kerala. So

representative sample was drawn for the purpose of the study.

1.7.1 SAMPLE POPULATION

The population for the study is taken as 100.

1.7.2 SAMPLE FRAME

The respondents WhatsApp is taken to be the sample frame for collection of data.

1.7.3 SAMPLE TECHNIQUE

The data were collected through Google form, forwarded to respondents through
WhatsApp.

1.7.4 SAMPLE SIZE

Here 90 respondents were filled the Google form during the period of data collection,
Hence the researcher constitute the sample size to 90.

1.8 TOOLS USED FOR ANALYSIS

Appropriate statistical tools were used for analysis via descriptive and inferential
statistical tool i.e., percentage analysis and inferential analysis is done through Levene’s
‘t’ test for testing equality of variances, bar diagrams are also used to depict data.

4
1.9 LIMITATIONS OF THE STUDY

• The opinion of the taken sample can’t be taken as the opinion of the whole
population.
• It may or may not be biased because data mainly depends on respondent’s
view.

1.10 CHAPTERIZATION

The study includes five chapters.

Chapter 1 – Introduction chapter
Chapter 2 - Review of literature
Chapter 3 – Theoretical framework
Chapter 4 - Data analysis and interpretation
Chapter 5 – Findings, Suggestions and Conclusions

5
 Chapter– 2

REVIEW OF LITERATURE
Review of Literature

• Hall (1977) investigated 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. Because
there are so many to feed, the restaurant and catering business is one of the
largest and fast-growing industries in the world.

• Parasuraman, Zeithaml and Berry (1988) Perceived quality and price are
thought if as a cue to assume a product’s value. Xia and Monroe (2009) viewed
that at a certain point, perception of lower quality of the product will evoked
when there is a price reduction or there will be questions on the retailer’s
intention to reduce the price. Price will be a primary factor when consumers
search product in a web and this would show that customer behavioural
intention are related to the price cues that are more readily accessible from
memory (Jiang and Rosen bloom, 2009)
• Brymer (1991) states that the hospitality industry is comprised of those
businesses which practice the act of being hospitable; those businesses which are
characterized by generosity and friendliness to guest. This business that
comprises the major segments of the industry: food service, lodging, travel and
recreation.
• 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

6
 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.
• Mill (1998) examined that the most popular day of the week for consumers to
dine out is Friday, followed by Saturday and Thursday Sultan and Henrichs
(2000) in his study concluded that consumer’s willingness to and preference for
adopting the Internet as his or her shopping medium was also positively related
to income, household size, and innovativeness. Vijay, Sai. T & Balaji, M. S.
(May 2009), revealed that Consumers, all over the world, are increasingly
shifting from crowded stores to the one-click online shopping format. However,
in spite of the conveniences offered, online shopping is far from being the most
preferred form of shopping in India. A survey among 150 internet users,
including both users and non-users of online shopping, was carried out to
understand why some purchase online while others do not. The results
suggested that convenience and saving of time drive Indian consumers to shop
online; while security and privacy concerns dissuade them from doing so. The
work of Kim and Park (2005) using U.S. samples suggests that their positive
attitudes as well as willingness to search for pre-purchase information leads to
a strong likelihood that they will buy online. Online shoppers, are required to
have computer skills in order to use the Internet for shopping. Hence, those who
are not comfortable with using the computer, will likely do their shopping at
the traditional store, modern shop, or discount store (Monsuwe, 2004) because
it will be faster shopping there than in the internet shop. Goldsmith and Flynn
(2004) state that the home catalog is another traditional selling channel where
people can shop at home because of the varieties of products offered in the
catalog. They can order through the phone or by mail. It is convenient except
that they are not able to touch and feel products before purchasing
• Grunert(2000) stated that "people seek food, not nutrients. The common
beliefs underlying all these classifications are that food has social and psychic
7
 meanings that meals serve as communicative symbolism, and "that eating is an
experience that may be invested with many intellectual and emotional values
quite apart from metabolic utilization of the food" (Babcoke, 1948, p.390).
Eating is a deeply engrained source of satisfaction and the restaurant customer
wants an eating experience which combines food, service, d6cor, and
indefinable extra (Hall, 1977).
• Schiffman, Scherman, & Long (2003) in his study researched that “yet
individual attitudes do not, by themselves, influence one’s intention and/or
behaviour. Instead that intention or behaviour is a result of a variety of issues
relevant to the situation at hand, in this case online buying. Over time the
Internet buyer, once considered the innovator or early adopter, has changed.
While once young, professional males with higher educational levels, incomes,
tolerance for risk, social status and a lower dependence on the mass media or
the need to patronize established retail channels (Ernst &Young, 2001;
Mahajan, Muller & Bass 1990).
• Guda Van Noort, M.A., Peter Kerkhof, Ph.D. and Bob M. Fennis, Ph.D.
(2007) two experiments, the impact of shopping contexts on consumers risk
perceptions and regularly focus was examined. They predicted that individuals
perceive an online (vs. Conventional) shopping environment’s more risky and
that an online shopping environment, by its risky nature, primes a prevention
focus. The findings in Study 1 demonstrate these effects by using self-report
measures for risk perception and prevention focus. In Study 2, replicated these
findings and demonstrated that the effect of an online shopping environment
carries over to behaviour in a domain unrelated to shopping.
• (Abdullah and Rozario, 2009) only service quality, location of the food outlet
and ambience have a positive impact. Food quality revealed an unsuspected
result of a negative relationship. The study shows that although perception of
customers towards food quality was low, their satisfaction has still high.
• (Deore and shete, n. d) online food ordering has been adopted by majority of
restaurants offering delivery of food. The customer using online food ordering
8
 have been showing gratitude with the technology and marked that online
ordering has met the expectations. The advantages of online ordering are
improved order certainty, enhanced yield, and improved customer relationship
management.
• Amin. P. D and Amin.B. (2010) made an attempt to summarize the key
findings from various research studies relating to gender-based differences in
case of online shopping activities. The stronger influence of perceived case of
purchasing on both attitudes and online shopping intentions for female
compared to males indicate that online shopping intentions and attitudes are
sensitive to female perceptions, given a higher demand for the physical
environment or strong desire for the sensory pleasures associated with touching
the product. Finally, the gendered nature of conventional buying emerged
clearly- women prefer emotional and psychological involvement in the online
and offline shopping process; where men focus on efficiency and convenience
in obtaining shopping outcomes from actual product.
• Banerjee, Dutta, and Dasgupta. (2010) conducted a study on “customer’s
attitude towards online shopping”. The study revealed that among the 202
respondents who shopped online, 89.1% were satisfied and 96.1% satisfied
customers also intended to indulge in online shopping in the future. It could be
concluded that the availability of extensive and current information was the most
important factor which influenced Indian customers to shop online. The
researcher also revealed that there was a significant association between online
shopping and monthly family income, frequency of internet usage, and time
spent per session on Internet usage
• (Kimes, n. d) 2011, online food ordering service is a major part of restaurant
business. Some food supply chain managing restaurants like pizza hut, dominos,
mc Donald they have created mobile apps with the help of that customer can
place order through mobile apps. While telephone is restricted to the particular
hotel or restaurant. using mobile app will provide more convenience to
consumer.
9
• Kanwal Gurleen. (2012) focuses on the understanding of demographic profiles
of adopters and non-adopters of online shopping. For this purpose, the data from
400 respondents was collected in the form of questionnaires. The study has been
conducted in 3 cities of Punjab, a sample of urban respondents were selected
from the Jalandhar, Ludhiana and Amritsar. The paper also analyses the various
reasons for adoption and non-adoption of online shopping (Ahsan et al., 2013)
in food ordering and delivery services cloud services are playing very vital role
in food ordering and delivery services such as customer service, relationship
management, supply chain management etc. due to technological moment food
ordering and delivery services wants to ensure that ordered food must deliver at
right place at right time and to right person.
• (Prabhavathi et al., 2014) when research conducted on preference and spending
pattern on consumers some factors were identified as affordability, social
influence, healthy menu, and service quality. Lifestyle also plays a critical role
in consumption of food restaurant provide satisfaction by improving the taste of
food also relaxation with friends.
• (Vaghela, 2014) The perception of customer is online shopping food and other
accessories is more expensive, it’s taken more time to deliver the products and
they are facing problems while making online purchases. Most of the customers
are facing problems like return of bad/wrong product, confusing sites and
ineffective customer service. According to, customers most alarming barrier for
online shopping are unable to verify product personally, online payment security.
In food delivery services people are facing similar problems.
• (Zulkarnain et al., 2015) found that there a significant positive relationship
between website quality and website trust but also a significant positive
relationship between service quality and customer satisfaction. Research also
provides valuable insights for operating online food ordering services. Loyalty
also plays a vital role in any firm’s success which leads to high profits and long-
term growth.

10
• (Jayasubramanian et al.,2015) The study is taking place to identify the factors
that may influence customer’s online shopping satisfaction. Generally, the
success of online shopping essentially depends on the customer satisfaction
during their purchase.
• Yu-Je Lee, Ching-Lin Huang, Ching-Yaw Chen (2015) The purpose of this
study is to use structural equation modelling (SEM) to explore the influence of
online bookstore consumer’s perception on their purchase intentions. Through
literature review, four constructs were used to establish a casual relationship
between perception of online shopping and consumer’s purchase intentions.
Results of this study show that product perceptions, shopping experience, and
service quality have positive and significant influence on consumer’s purchase
intention, and shopping experience is most important.
According to a recent sectoral report published by IBEF (Indian Brand Equity
Foundation), food has been one of the largest segments in India’s retail sector,
valued at $490 billion in 2013. The Indian food retail market is expected to
reach Rs 61 lakh crore ($894.98 billion) by 2020. The Indian food processing
industry accounts for 32 percent of the country’s total food market, one of the
largest industries in India and ranked fifth in terms of production, consumption,
export and expected growth. The online food ordering business in India is in its
nascent stage, but witnessing exponential growth.
• (Bhotvawala et al., 2016) As opposed to ‘Delivery as a service’ companies,
aggregator delivery services generate a platform for consumer to navigate
through a many restaurant hosted on their websites, discovering restaurants and
placing orders manually. The study was based on the comparison of growth and
operating strategies of four such food ordering and delivery companies in a
booming Indian market (swiggy, Zomato, Food Panda, and TinyOwl). The
market is expected to grow 40% annually owing to a larger disposable income
from a wealthier middle class (also with long, erratic working hours).
• (Chaturvedi and Karthik, 2020) Online food ordering is emerging as a new
trend all over the world. By the increase of usage of internet in India ordering
11
food was becoming more popular. These days online food ordering in India has
been increasing in urban areas. In rural areas there is no noticeable increment in
rural areas, marketers such as Food Panda, Swiggy, Zomato, Uber Eats should
know the consumer behavior to develop their performances. They should know
the customers in order to update them according to the tastes of the people. This
is an attempt to know about strategies and trends of the marketers who deliver
food online. According to The City Pages, Minneapolis/ St. Paul reviewed about
one Vietnamese restaurant in town by Moskowitz (1999) “Customers are
stocking up in pursuit of fresh, simple Vietnamese food made with an emphasis
on clean flavour and bright herbs, delivered quickly, and priced reasonably".

12
 Chapter -3

THEORETICAL FRAMEWORK
Theoretical framework

A conceptual framework is an analytical tool with several variations and contexts. It

can be applied in different categories of work where an overall picture is needed. It is
used to make conceptual distinctions and organize ideas. Strong conceptual
frameworks capture something real and do this in a way that is easy to remember and
apply.

Consumer perception

Consumer perception is defined as a process by which consumers sense a marketing

stimulus, and organize, interpret, and provide meaning to it. The marketing stimuli
may be anything related to the product and/or brand, and any of the elements of the
marketing mix. It means how customers feel about your product or brand. It’s an
opinion that they have formed through every interaction they’ve had with your
company, both direct and indirect.

Electronic ordering/ Online ordering system

An online food ordering system is software that allows restaurant businesses to accept
and manage orders placed via a website or mobile app. Online ordering systems
generally consists of two main components. First is a website or mobile app for
hungry customers to view the restaurant’s dishes and place an online order. Second
is an admin management interface for the restaurants to receive and manage the
customer’s orders.

The customer ordering website or app will generally have several key requirements
to function adequately. These requirements are:

• Accessible across all devices from tablets to PCs.

• Easily search the restaurant’s menu and see what is available.
• Configure their order type such as delivery or pickup.
• Choose when they would like to receive the order.
• Make online payments via credit card, bank transfer, etc.
13
 • Stay up to date on the status of the orders they have placed.
• View all their past orders and quickly re-order their favourite items.

The admin management interface is a crucial part of an online ordering system. It’s
responsible for notifying the restaurants of new orders and helping them manage the
order fulfilment process. The key requirements of this are:

• Accessible across all devices for easy use in-store and on the move.
• Real-time order management interface that allows restaurants to see which
orders to prepare.
• The ability to have staff accounts to restrict access for staff usage.
• Easy to understand settings and configuration options to tune the system.
• An array of notification methods to keep the restaurant up to date on new orders.

Advantages for Electronic Ordering

There are advantages for both the customer and for the restaurants who participate in
online ordering. First, a customer can order at will when they have time to. Also, the
customer is able to customize their order the way they like it without errors in
communication between the customer and the person taking the order. In addition to
customer advantages, the restaurant is able to take more orders with less staff. The
restaurant does not need a waiter or hostess to be on the phone to take the order. The
order can go straight to the kitchen.

Disadvantage for Electronic Ordering

Customers are not able to ask about quality of food or ask for any specialized diet
foods. It is more difficult to ask for gluten free or allergy free foods with online To
Study the Customer Perceptions of Electronic Food Ordering 7 ordering. Also, it is
more possible for a customer to place an order, but never pick up the order which can
lead to waste of food and possibly a loss of profits.

14
Food delivery applications

OFD is ordering and delivery of food from various restaurants through website or

apps. The services offered by various FDAs can be categorised as providing orders,
monitoring, payment and tracking facilities, but they are not liable for the actual food
preparation. Online food delivery apps allow customers to order from a wide variety
of establishments with a single tap on a mobile phone. Call to make an order and then
go to a restaurant to pick it up or wait for their couriers to come, without knowing
when exactly it will be delivered.

Major Food delivery Apps in India

Swiggy
Swiggy is one of the top-rated food ordering mobile application in India. It was
aroused by the prospect of giving entire sustenance requesting and conveyance
arrangement from the best nearby hotels to customers. The service which provides
customers offering from any restaurant with no minimum order method and receives
an amount from all nearby hotels collaborates with
Zomato
Zomato order is launched by popular restaurant finder Zomato. It operates from all
major cities with huge popularity in a quick span of time. Zomato is the biggest rival
for Swiggy in India
Uber Eats
Uber Eats is a popular online food ordering app which operates in all major cities
including Mumbai, Chennai, Hyderabad, Delhi and more. The mobile app available
for both android and iOS devices. This is a venture of Uber Technologies, Inc. Who
is also own popular taxi service across the globe. The app allows users to pick
favourite food from nearby restaurants and delivers to the spot in quick time.
Food panda
Food panda is a prominent online food ordering website and mobile app which is
15
operating in 44 different nations across the globe. The company headquartered in
Berlin, Germany and found the service in 2012.The firm has partnered with nearly
40000 local restaurants in various cities to provide on time.
Domino’s
Domino’s is a prominent Pizza delivery app which is available in android ad iOS
platforms. The telephone call pizza ordering service no upgrades as a mobile app to
place an ordering without calling. Domino’s provides different coupons and offers
for customers to choose the best availability to taste with continent payment options.
Pizza hut
Pizza hut is a delivery app service which is operating in several countries. In India,
Pizza hut operating in several cities for providing on time food deliver to users. It
offers all most loved arrangements, pasta, pizza, beverages and sweet. Pizza hovel
application offers quick get to and neighbourhood bargain.

16
 Chapter -4
DATA ANALYSIS AND INTERPRETATION
Data analysis and interpretation
4.1 Descriptive Statistical Analysis
The collected data was processed and analysed within the time bounded of the
research plan. The data collected from 90 samples are analysed carefully and
interpretations are made accordingly. Diagrams such as column chart are used for the
purpose.
4.1 Table showing the age of respondents
Age class Number of respondents Percentage (%)
Below 20 5 6
20-30 75 83
30-40 8 9
Above 40 2 2
Total 90 100
Source: Primary data
The table shows that the age of majority consumers lies between 20-30 that is 83%.
9% belongs 30-40 age class. 6% belongs to below 20. And 2% belongs to above 40.

4.1 Figure showing the age of respondents

90

80

70
Number of respondents

60

50

40

30

20

10

0
Below 20 20-30 30-40 Above 40

17
4.2 Table showing the male-female proportion of consumers
Gender Number of respondents Percentage (%)

Male 39 43

Female 51 57

Others 0 0

Total 90 100

Source: Primary data

The above table shows that 57% are female consumers and 43% belongs to male
consumers. Others belongs to 0%.

4.2 Figure showing the male-female proportion of the consumers

60

50
Number of respondents

40

30

20

10

0
Male Female Others

18
4.3 Table showing the designation of respondents

Designation Number of respondents Percentage (%)

Student 50 56

Working 40 44

Total 90 100

Source: Primary data

As per the above table, it is clear that 56% of consumers of food delivery apps are
students and 44% belongs to working class people.

4.3 Figure showing the designation of respondents

60

50
Number of respondents

40

30

20

10

0
Student Working

19
4.4 Table showing the usage of food delivery applications

Status Number of respondents Percentage (%)

Yes 75 83

No 15 17

Total 90 100

Source: Primary data

From the above table, it is clear that 83% of respondents are using food delivery
applications. And 17% are not using food delivery apps.

4.4 Figure showing the usage of food delivery applications

90

80

70
Number of respondents

60

50

40

30

20

10

0
Yes No

20
4.5 Table showing the monthly spending of consumers for ordering food from various
food delivery apps.

Status Number of respondents Percentage (%)

Below 1000 61 68
1000-2000 18 20
2000-3000 5 5
Above 3000 6 7
Total 90 100
Source: Primary data
From the table, it is clear that majority of consumers are spending below 1000 rupees
for ordering food through food delivery apps that is 68%. 20% are spending 1000-2000
rupees. 5% is for 2000-3000 and the balance 7% belongs to above 3000.

4.5 Figure showing the monthly spending of consumers for ordering food from various
food delivery apps

80

70

60
Number of respondents

50

40

30

20

10

0
Below 1000 1000-2000 2000-3000 Above 3000

21
4.6 Table showing the preference of consumers among different food delivery apps

Status Number of respondents Percentage (%)

Zomato 37 41
Swiggy 31 34
Uber Eats 6 7
Food panda 0 0
Others 16 18
Total 90 100
Source: Primary data
Among the 90 respondents, 41% are using Zomato for ordering food. 34% are using
Swiggy. 18% are using other food delivery apps. 7% belongs to using Uber Eats and no
one is using Food panda.

4.6 Figure showing the preference of consumers among different food delivery apps

45

40

35
Number of respondents

30

25

20

15

10

0
Zomato Swiggy Uber Eats Food panda others

22
4.7 Table showing how the consumers know about food delivery apps

Status Number of respondents Percentage (%)

Social media 50 55

Visual advertisements 14 16

News paper 0 0

Friends and family 26 29

Total 90 100

Source: Primary data

The above table shows that 55% of respondents know about food delivery apps through
social media. 29% knows through friends and family. 16% through visual
advertisements and 0% for newspaper.

4.7 Figure showing how the consumers know about food delivery apps

60

50
Number of respondents

40

30

20

10

0
Social media Visual advertisements News paper Friends and family

23
4.8 Table showing the preference among mode of payment

Status Number of respondents Percentage (%)

COD 33 37

Debit card 10 11

Credit card 3 3

Online payment 44 49

Total 90 100

Source: Primary data

As per the table, 49% are using online payment as a mode of payment. 37% are using
COD. 11% are using debit card and 3% are using credit card for payment.

4.8 Figure showing the preference among mode of payment

60

50
Number of respondents

40

30

20

10

0
COD Debit Credit card Online payment

24
4.9 Table showing the level of agreement that the consumers are influenced by the offers
available on food delivery apps

Status Number of respondents Percentage (%)

Strongly agree 23 25
Agree 34 38
Neutral 24 27
Disagree 7 8
Strongly disagree 2 2
Total 90 100
Source: Primary data
According to the above table 38% of respondents agrees that they are influenced by the
offers available on food delivery apps, 27% of consumers are neutral. 25% strongly
agrees to the statement 8% respondents disagrees and 2% strongly disagree to the
statement.

4.9 Figure showing the level of agreement that the consumers are influenced by the
offers available on food app
40

35

30
Number of respondents

25

20

15

10

0
Strongly agree Agree Neutral Disagree Strongly disagree

25
4.10 Table showing the flexibility in usage of food delivery apps

Status Number of respondents Percentage (%)

Strongly agree 21 23

Agree 50 56

Neutral 15 17

Disagree 3 3

Strongly disagree 1 1

Total 90 100
Source: Primary data
From the above table, it is clear that 56% consumers agrees that food delivery apps are
flexible to use. 23% strongly agrees 17% are neutral 3% disagree and 1% strongly
disagree to that statement.

4.10 Figure showing the flexibility in usage of food delivery apps

60

50
Number of respondents

40

30

20

10

0
Strongly agree Agree Neutral Disagree Stongly disagree

26
4.11 Table showing the level of agreement that the consumers take decisions to order
food depends on customer reviews of the restaurant

Status Number of respondents Percentage (%)

Strongly agree 24 27
Agree 43 47
Neutral 19 21
Disagree 4 5
Strongly disagree 0 0
Total 90 100
Source: Primary data
The above table shows that 47% of respondents take decisions to order food from a
restaurant depends on customer reviews. 27% strongly agree, 21% are neutral, 5%
disagree and nobody belongs to strongly disagree.

4.11 Figure showing the level of agreement that the consumers take decisions to order
food depends on customer reviews of the restaurant

50

45

40
Number of respondents

35

30

25

20

15

10

0
Strongly agree Agree Neutral Disagree Strongly diagree

27
4.12 Table showing that the perception of food delivery apps is influenced by service
quality

Status Number of respondents Percentage (%)

Strongly agree 26 29
Agree 46 51
Neutral 16 18
Disagree 2 2
Strongly disagree 0 0
Total 90 100
Source: Primary data
The above table shows that 51% of consumers agrees service quality would influence
the perception on food delivery apps. 29% strongly agrees that, 18% are neutral, 2%
disagrees and nobody strongly disagrees to the statement.

4.12 Figure showing that the perception on food delivery apps is influenced by service
quality
60

50
Number of respondents

40

30

20

10

0
Strongly agree Agree Neutral Disagree Strongly disagree

28
4.13 Table showing that the consumers decisions depend on rating of hygiene factor

Status Number of respondents Percentage (%)

Strongly agree 31 34
Agree 3 40
Neutral 18 20
Disagree 5 6
Strongly disagree 0 0
Total 90 100
Source: Primary data
In the table, 40% of consumers agrees the rating of hygiene factor in food delivery apps
are useful while making a decision. 34% strongly agrees, 20% are neutral, 6% disagrees
and 0% strongly disagrees.

4.13 Figure showing that the consumers decisions depend on rating of hygiene factor

45

40

35
Number of repondents

30

25

20

15

10

0
Strongly agree Agree Neutral Disagree Strongly disagree

29
4.14 Table showing the level of agreement of consumers that the food delivery apps
will save the effort of visiting hotel

Status Number of respondents Percentage (%)

Strongly agree 33 37
Agree 38 42
Neutral 12 13
Disagree 5 6
Strongly disagree 2 2
Total 90 100
Source: Primary data
The table shows that, 42% agrees the food delivery apps will save the effort of visiting,
37% strongly agrees, 13% are neutral, 6% disagrees and 2% strongly disagree.

4.14 Figure showing the level of agreement of consumers that the food delivery apps
will save the effort of visiting hotel

45

40

35
Number of respondents

30

25

20

15

10

0
Strongly agree Agree Neutral Disagree Strongly disagree

30
4.15 Table showing that the consumers getting sufficient quantity of food from food
delivery apps

Status Number of respondents Percentage (%)

Strongly agree 15 17
Agree 43 48

Neutral 27 30

Disagree 3 3
Strongly disagree 2 2

Total 90 100
Source: Primary data
Among the 90 respondents, 48% agrees that they get sufficient quantity food on food
delivery apps. 30% are neutral, 17% strongly agree, 3% disagree and 2% strongly
disagree.

4.15 Figure showing that the consumers getting sufficient quantity of food from food
delivery apps

60

50
Number of respondents

40

30

20

10

0
Strongly agree Agree Neutral Disagree Strongly disagree

31
4.16 Table showing the level of agreement that the availability of food from food
delivery apps is as per my taste

Status Number of respondents Percentage (%)

Strongly agree 14 15
Agree 45 50
Neutral 25 28
Disagree 6 7
Strongly disagree 0 0
Total 90 100
Source: Primary data
The above table shows that 50% agrees that food available on food delivery apps is as
per the consumer’s taste. 287% are neutral, 15% strongly agree, 7% disagree and
nobody strongly disagree.

4.16 Figure showing the level of agreement that the availability of food from food
delivery apps is as per my taste

60

50
Number of respondents

40

30

20

10

0
Strongly agree Agree Neutral Disagree Strongly disagree

32
4.17 Table showing the difficulty in using food delivery apps
Status Number of respondents Percentage (%)

Strongly agree 11 12

Agree 18 20

Neutral 30 34

Disagree 28 31

Strongly disagree 3 3

Total 90 100

Source: Primary data

From above table it is clear that 34% are neutral to the statement that the food delivery
apps are difficult to use. 31% disagrees, 20% agrees, 12% strongly agree and 3%
strongly disagree.

4.17 Figure showing the difficulty in using food delivery apps

40

35

30
Number of respondents

25

20

15

10

0
Strongly agree Agree Neutral Disagree Strongly disagree

33
4.18 Table showing that the online payments are safe and secure for consumers

Status Number of respondents Percentage (%)

Strongly agree 14 16

Agree 38 42

Neutral 27 30

Disagree 9 10
Strongly disagree 2 2

Total 90 100
Source: Primary data
The above table shows that 42% agrees that the online payments are safe and secure,
30% are neutral, 16% are strongly agree, 10% disagree and 2% strongly disagree.

4.18 Figure showing that the online payments are safe and secure

45

40

35
Number of respondents

30

25

20

15

10

0
Strongly agree Agree Neutral Disagree Strongly disagree

34
4.19 Table showing the satisfaction level towards quality of food

Status Number of respondents Percentage (%)

Highly satisfied 15 17
Satisfied 57 63
Neutral 18 20
Dissatisfied 0 0
Strongly dissatisfied 0 0
Total 90 100
Source: Primary data
The above table shows that 63% are satisfied with the quality of food, 20% are neutral,
17% are highly satisfied and nobody belongs to dissatisfied and strongly dissatisfied.

4.19 Figure showing the satisfaction level towards quality of food

70

60

50
Number of respondents

40

30

20

10

0
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

35
4.20 Table showing the satisfaction level towards price of food

Status Number of respondents Percentage (%)

Highly satisfied 9 10

Satisfied 49 54

Neutral 26 29

Dissatisfied 6 7

Highly dissatisfied 0 0

Total 90 100

Source: Primary data

From the above table, it is clear that 54% are satisfied with the price of food, 29% are
neutral, 10% are highly satisfied, 7% are dissatisfied, and nobody is highly dissatisfied.

4.20 Figure showing the satisfaction level towards price of food

60

50
Number of respondents

40

30

20

10

0
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

36
4.21 Table showing the satisfaction level towards the safety measures taken by food
delivery apps during Covid-19

Status Number of respondents Percentage (%)

Highly satisfied 11 12
Satisfied 49 55
Neutral 26 29
Dissatisfied 3 3
Highly dissatisfied 1 1
Total 90 100
Source: Primary data
As per the above table, 55% are satisfied with the safety measures taken by food
delivery apps during Covid-19, 29% are neutral, 12% are highly satisfied, 3% are
dissatisfied and 1% highly dissatisfied.

4.21 Figure showing the satisfaction level towards the safety measures taken by food
delivery apps during Covid-19

60

50
Number of respondents

40

30

20

10

0
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

37
4.22 Table showing the satisfaction level towards delivery services

Status Number of respondents Percentage (%)

Highly satisfied 20 22

Satisfied 51 57

Neutral 18 20

Dissatisfied 1 1

Highly dissatisfied 0 0

Total 90 100
Source: Primary data
The above table shows that 57% of respondents are satisfied with the delivery services,
22% are highly satisfied, 20% are neutral, 1% dissatisfied and nobody belongs to highly
dissatisfied.

4.22 Figure showing the satisfaction level towards delivery services

60

50
Number of respondents

40

30

20

10

0
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

38
4.23 Table showing the satisfaction level towards time efficiency

Status Number of respondents Percentage (%)

Highly satisfied 16 18
Satisfied 49 54
Neutral 24 27
Dissatisfied 1 1
Highly dissatisfied 0 0
Total 90 100
Source: Primary data
The above table shows that 54% are satisfied with the time efficiency of food delivery
apps, 27% are neutral, 18% are highly satisfied, 1% are dissatisfied and nobody is highly
dissatisfied.

4.23 Figure showing the satisfaction level towards time efficiency

60

50
Number of respondents

40

30

20

10

0
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

39
4.24 Table showing the satisfaction level towards packing of food

Status Number of respondents Percentage (%)

Highly satisfied 15 17

Satisfied 53 59

Neutral 21 23

Dissatisfied 1 1

Highly dissatisfied 0 0

Total 90 100

Source: Primary data

The table shows that 59% are satisfied with the packing of food, 23% are neutral, 17%
are highly satisfied, 1% is dissatisfied and nobody is highly dissatisfied.

4.24 Figure showing the satisfaction level towards packing of food

70

60

50
Number of respondents

40

30

20

10

0
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

40
4.25 Table showing the usage of food delivery apps during pandemic period

Status Number of respondents Percentage (%)

Yes 57 63

No 33 37

Total 90 100

Source: Primary data

From the above table, it is clear that 63% of respondents used food delivery apps during
pandemic period and 37% are not using food delivery apps during pandemic.

4.25 Figure showing the usage of food delivery apps during pandemic period

70

60

50
Number of respondents

40

30

20

10

0
Yes No

41
4.26 Table showing the period of time during which the usage of food delivery apps
is/was more

Status Number of respondents Percentage (%)

Before lockdown 35 39

After lockdown 55 61

Total 90 100

Source: Primary data

As per the above table, the usage of food delivery apps is/was more during after
lockdown that is 61% and 39% are used food delivery apps before lockdown.

4.26 Figure showing the period of time during which the usage of food delivery apps
is/was more

70

60

50
Number of respondents

40

30

20

10

0
Before lockdown After lockdown

42
4.27 Table showing the satisfaction towards usage of current food delivery application

Status Number of respondents Percentage (%)

Yes 76 84

No 14 16

Total 90 100

Source: Primary data

The table shows that 84% of respondents are satisfied with the current food application
they have used and 16% are not satisfied.

4.27 Figure showing the satisfaction towards usage of current food delivery application

90

80

70
Number of respondents

60

50

40

30

20

10

0
Yes No

43
4.28 Table showing the challenges faced while ordering

Status Number of respondents Percentage (%)

Poor network connection 16 18
No of available restaurants 26 29
are limited

Delivery time is more 13 14

Not available in some 35 39
areas

Total 90 100
Source: Primary data
As per the table, 39% are facing a challenge of not available in some areas, 29% are
facing no. of available restaurants are limited, 18% face poor network connection and
14% are facing a challenge of more delivery time.

4.28 Figure showing the challenges faced while ordering

45

40

35
Number of respondents

30

25

20

15

10

0
Poor network connection No of available Delivery time is more Not available in some
restaurants are limited areas

44
4.29 Table showing the preference for having food from a restaurant during pandemic

Status Number of respondents Percentage (%)

Dine in 10 11

Online delivery 80 89

Total 90 100

Source: Primary data

As per the table, it is clear that 89% preferred online delivery for having food during
pandemic and 11% are using dine in.

4.29 Figure showing the preference for having food from a restaurant during pandemic

100

90

80
Number of respondents

70

60

50

40

30

20

10

0
Dine in Online delivery

45
4.2 Inferential Statistical Analysis.
Inferential statistics are used to make inferences about the larger population based
on the sample. Typically, inferential statistics deals with analyzing two or more
variables using the samples. There are different types of inferential statistics that
are used. The type of inferential statistics used depends on the type of variable
used for the study.

Two independent sample t test

The factors tested with levene’s test by framing the following hypotheses:
H0: There is no significant difference in gender and perception towards food delivery
applications.
H1: There is significant difference in gender and perception towards food delivery
applications.
Table 4.30
Levene’s Test for Equality of Variances
Levene’s Test for Equality of Variances

F Sig. T Df Sig. Decision

(2-
tailed)
Level of Equal .101 .752 .448 88 .655 Not H0
customer variances significant accepted
perception assumed
among Equal .452 84.032 .653 Not H0
male and variances significant accepted
female not
towards assumed
food
delivery
apps.

The table shows the levene’s test for equality of variance among male and female and
customer perception towards food delivery applications. The equality of variance is
checked through SPSS, the result of analysis shows variance is not significant in their
customer perception that means p values are greater than the significance level of 0.05.

46
Thus, the null hypothesis is accepted. It means that the male and female customers have
same level of perception towards food delivery application.

H0: There is no significant difference between gender and factors influencing the choice
of food delivery applications.

H1: There is significant difference between gender and factors influencing the choice
of food delivery applications.

Table 4.31

Levene’s Test for Equality of Variances

Levene’s Test for Equality of Variances

F Sig. T df Sig. Decision

(2
tailed
)
Factors Equal 4.395 .039 .783 88 .436 Not H0
influencing variance significant accepted
the choice assumed
of food
delivery Equal .756 68.94 .452 Not H0
apps variance 6 significant accepted
among not
male and assumed
female
consumers.

The table shows the levene’s test for equality of variance among gender and factors
influencing the choice of food delivery apps. The equity of variance is checked through
SPSS, the result of analysis shows variance is not significant among the factors
influencing the choice of food delivery apps that means p values are greater than the
significance level of 0.05. Thus, the null hypothesis is accepted. It means that there is
no significant difference between gender and factors influencing the choice of food
delivery apps.

47
 Chapter- 5

FINDINGS, SUGGESTIONS AND CONCLUSIONS

Findings

• Majority of respondents age lies between 20-30, 9% belongs to 30-40, 6% for

below 20 and 2% is above 40.
• 57% of respondents are female, 43% belongs to male and nobody belongs to
others.
• It is found that 56% of respondents are students and 44% respondents are
working.
• It is proven that 83% of respondents are using food delivery applications. And
17% are not using food delivery apps.
• Majority of consumers are spending below 1000 rupees for ordering food
through food delivery apps that is 68%. 20% are spending 1000-2000 rupees. 5%
is for 2000-3000 and the balance 7% belongs to above 3000.
• It is clear from the study 41% are using Zomato for ordering food. 34% are using
Swiggy. 18% are using other food delivery apps. 7% belongs to using Uber Eats
and no one is using Food panda.
• The study reveals that 55% of respondents know about food delivery apps
through social media. 29% knows through friends and family. 16% through
visual advertisements and 0% for newspaper.
• 49% are using online payment as a mode of payment. 37% are using COD. 11%
are using debit card and 3% are using credit card for payment.
• 38% of respondents agrees that they are influenced by the offers available on
food delivery apps, 27% of consumers are neutral. 25% strongly agrees to the
statement 8% respondents disagrees and 2% strongly disagree to the statement.
• 56% consumers agrees that food delivery apps are flexible to use. 23% strongly
agrees 17% are neutral 3% disagree and 1% strongly disagree to that statement.
• The study shows that 47% agrees that customer reviews will help to decide
whether to order from a restaurant or not, 27% strongly agrees, 21% are neutral,
5% disagree and nobody is strongly disagreed.

48
• 51% of consumers agrees service quality would influence the perception on food
delivery apps. 29% strongly agrees that, 18% are neutral, 2% disagrees and
nobody strongly disagrees to the statement.
• 40% of consumers agrees the rating of hygiene factor in food delivery apps are
useful while making a decision. 34% strongly agrees, 20% are neutral, 6%
disagrees and 0% strongly disagrees.
• 42% agrees the food delivery apps will save the effort of visiting, 37% strongly
agrees, 13% are neutral, 6% disagrees and 2% strongly disagree.
• 48% agrees that they get sufficient quantity food on food delivery apps. 30% are
neutral, 17% strongly agree, 3% disagree and 2% strongly disagree.
• 50% agrees that food available on food delivery apps is as per the consumer’s
taste. 287% are neutral, 15% strongly agree, 7% disagree and nobody strongly
disagree.
• 34% are neutral to the statement that the food delivery apps are difficult to use.
31% disagrees, 20% agrees, 12% strongly agree and 3% strongly disagree.
• 42% agrees that the online payments are safe and secure, 30% are neutral, 16%
are strongly agree, 10% disagree and 2% strongly disagree.
• 63% are satisfied with the quality of food, 20% are neutral, 17% are highly
satisfied and nobody belongs to dissatisfied and strongly dissatisfied.
• 54% are satisfied with the price of food, 29% are neutral, 10% are highly
satisfied, 7% are dissatisfied, and nobody is highly dissatisfied.
• 55% are satisfied with the safety measures taken by food delivery apps during
Covid-19, 29% are neutral, 12% are highly satisfied, 3% are dissatisfied and 1%
highly dissatisfied.
• 57% of respondents are satisfied with the delivery services, 22% are highly
satisfied, 20% are neutral, 1% dissatisfied and nobody belongs to highly
dissatisfied.
• 54% are satisfied with the time efficiency of food delivery apps, 27% are neutral,
18% are highly satisfied, 1% are dissatisfied and nobody is highly dissatisfied.

49
 • 59% are satisfied with the packing of food, 23% are neutral, 17% are highly
satisfied, 1% is dissatisfied and nobody is highly dissatisfied.
• 63% of respondents used food delivery apps during pandemic period and 37%
are not using food delivery apps during pandemic.
• The usage of food delivery apps is/was more during after lockdown that is 61%
and 39% are used food delivery apps before lockdown.
• 84% of respondents are satisfied with the current food application they have used
and 16% are not satisfied.
• 39% are facing a challenge of not available in some areas, 29% are facing no. of
available restaurants are limited, 18% face poor network connection and 14%
are facing a challenge of more delivery time.
• 89% preferred online delivery for having food during pandemic and 11% are
using dine in.

Suggestions
• The service quality of food delivery apps needs to improve much more.
• They must want take a look on hygiene factor of food delivery apps.
• Quantity of food-on-food delivery apps has to be increased.
• Food delivery apps must want to make easier to use.
• The online payments make more safe and secure.
• Need an improvement in delivery time.

Conclusion

After studied the customers’ perception toward online 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. This study found that online food ordering is reasonably popular
among residents in THRISSUR town. Nearly 83 percent of the respondents were
50
aware of the electronic food ordering. Young customers are more likely to use
online, mobile or text ordering. Customers between 20-30 years of age ordered more
online food.
The factors which influence the customer’s choice of food delivery applications are
quality of food, price of food, offers available, packing of food, delivery service etc.
The male and female consumers have same level of perception on food delivery
applications.

51
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2. http://www.wisegeek.com/what-is-online-food-ordering.html.

3. http://www.slideshare.net/susanseo/benefits-of-ordering-food-online.

Retrieved from http://www.restaurantbusinessonline.com

53
APPENDIX
 QUESTIONNAIRE
1. Name:
2. Age: Below 20 20-30 30-40 Above 40
3. Gender: Male Female Others
4. Designation: Student Working
5. Are you using food delivery applications?
Yes No
6. On an average how much do you spend monthly to order food through various
apps?
Below 1000 1000-2000 2000-3000 Above 3000
7. Which food delivery applications do you prefer?
Zomato Swiggy Uber Eats Food panda Others
8. How did you came to know about food delivery applications?
Social media Visual advertisements Newspaper Friends and
family
9. Which mode of payment do you prefer?
COD Debit card Credit card Online payment
10. Please select the column that corresponds with your level of agreement
Strongly Agree Neutral Disagree Strongly
agree disagree

a) I am
likely to
be
influenced
by offers
available
on food
delivery
apps
b) Food
delivery
apps are
flexible to
use
c) Customer
reviews
will help
to decide
whether
to order
from a
particular
restaurant
or not
d) Service
quality
would
influence
my
perception
on food
delivery
apps
e) Rating of
hygiene
factor in
food
delivery
apps are
useful
 while
making a
decision

f) Food
delivery
apps will
save the
effort of
visiting
hotel
g) I get
sufficient
quantity
of food-
on-food
delivery
apps
h) I find
food
available
on food
delivery
apps is as
per my
taste
i) I often
find it
difficult
to use
 food
delivery
apps
j) I believe
online
payments
are safe
and
secure

11. Please select the column that corresponds with your level of satisfaction
Highly Satisfied Neutral Dissatisfied Highly
satisfied dissatisfied

a) Quality
of food
b) Price of
food
c) Safety
measures
taken by
food
delivery
apps
during
Covid-19
d) Delivery
services
e) Time
efficiency
 f) Packing
of food
12. Did you use food delivery apps during the pandemic period?
Yes No
13. During which period your usage of food delivery apps is/was more?
Before lockdown After lockdown
14. Are you satisfied with the current application use?
Yes No
15. What are the challenges you faced while ordering?
Poor network connection Number of available restaurants are limited
Delivery time is more Not available is some areas
16. Which of the two option would you prefer for having food from a restaurant
during pandemic?
Dine in Online delivery

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