This is the Report or Abstract of the whole Research that has done. This helps you to find the conclusion easily that is between Swiggy and Zomato.

1. A COMPARATIVE STUDY OF
CENTENNIALS TOWARDS ONLINE FOOD
DELIVERY SERVICES BETWEEN
SWIGGY AND ZOMATO
Vashu Panwar1
, Madhu Singh2
Student Of ITS Engineering College, Greater Noida
ABSTRACT
Digital services are delivered through an information infrastructure such as the internet,
in various forms i.e. applications, web pages, social media, etc. In Today’s Scenario,
Centennials are more influenced by the Digital World. Electronic food ordering is
growing from the social sites to the daily run-down. The whole commercial aspect is
changing as “FOOD” is the major part of this. The Consumer behavior towards the
online food industries is changing day by day and also the impact of digital era by
which “Change the way India Eats”. The most common ordering channel is still the
Mobile Application. There are many factors influence the centennials related to Food
ordering and delivery. Consumer Satisfaction level that hold the customer by Swiggy
and Zomato. This research paper focused on the comparative study of customer
perception of e-service quality between two renowned companies Swiggy and Zomato.
This is the empirical research and the data has been collected from the primary sources.
The questionnaire was sent to 100 respondents out of which 65 gave valid responses.
Keywords: Consumer Behavior, Food delivery app, E-ordering, Behavioral Intention

2. 2
INTRODUCTION
In today’s world food sector contributes 32% in GDP. Swiggy and Zomato is one of
the most popular applications that provide services to the user for delivering the food.
The rise of digital technology is reshaping the industries. With the increased use of
technology, the number of centennials engaging into the digital sector are rapidly
increasing. Even Consumers are ordering online food 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 consumer’s expectations Swiggy and
Zomato are providing increased facilities and services to the customers. This scenario
doesn’t exist only in one country but across the globe. The objective of the study to
understand the future seems brighter for the online food industry of Swiggy and Zomato
as per Indian consumer, changing lifestyle. The growth of online food ordering and
delivery platforms by mobile app is increase as per the changing perception of the
centennials of the food apps. The main reason for electronic food ordering is that they
gain convenience and control. We are conducting this research to know the services of
Swiggy and Zomato and bring innovation in their services.
REVIEW OF LITERATURE
The research on centennials towards Swiggy and Zomato that complies the services in
NCR Area, India where Swiggy and Zomato online food ordering service is a big hit.
Zomato is an Indian restaurant search and discovery service founded in 2008 by
Deepinder Goyal and Pankaj Chaddah. It currently operates in 24 countries. It provides
information and reviews of restaurants, including images of menus where the restaurant
does not have its own website and also online delivery services in some countries.
According to Deepinder Goyal, Zomato CEO and co-founder told TechCrunch that he
expects to reach 25,000 restaurants in India in a few months including 7500 restaurant
are already exclusively available on Zomato. “CEO said - Our Application and Website
is becoming One Stop for eveything” From Vancouver to Auckland, Zomato is used by
millions every day to decide where to eat in over 10,000 cities across 24 countries. In
a few years, we should be able help point you to a great place to eat no matter what
part of the world you're in.

3. 3
Whereas Swiggy is a phoenix that rose out of Harsha & Nandan's earlier venture,
Bundl Technologies. After a slow start, Swiggy snowballed into an unstoppable force
that is now “changing the way India eats” Its total valuation in the market is $1.3
billion and its total funding amount is $465.5 million. According to Sriharsha Majety ,
Swiggy CEO and co-founder said at vertical curve “We have India’s largest last-mile
delivery fleet”
RESEARCH METHODOLOGY
The study is explorative as well as corresponding in nature. It intends to explore the
consumer’s perception on online food ordering. The data for the study has been gathered
through structured two sets of questionnaire. An online survey was used to collect the
data for this study. The survey was done mostly on the students of NCR Area. The
first part of the questionnaire included questions about the factors which helps to make
a demographic profile of the consumers who order food online. The second part of
questionnaire consisted of a variety of questions to know the preferences of the consumer
on which company’s services they like to use the most and what type of services of
the particular company they find more convenient and a part consisted of a type of
food which consumer likes the most to order online.
DATA COLLECTION AND ANALYSIS
The data is collected from Primary Source which includes information collected through
questionnaire based on attitude and perception of customers using food delivery apps
Swiggy and Zomato.
Sample Size
The total sample size was 100 respondents out of which 65 have valid respondents .
The major portion on which we focused more is centennials ( Gen Z ) i.e. people of the
age group 20-25 years. They are about 66.2 % on the all age groups.

4. 4
Research Tools
The Following research tools were used to do analyses and to draw conclusions , We
use Percentage Method, Weightage Method, Google Forms, Excel Spreadsheet, Qualtrics.
The instrument which is used in the research is questionnaire. In this, we are using the
descriptive research to analyse the data. We are using close-ended pattern of questionnaire.
It method we use to collect the data is Survey. The type of sampling is used in this
survey is probability sampling. The sample unit is consumers / respondents moreover
focused on centennials.

5. 5
Table 1 : Demographic Profile
Number Percentage
Gender
Male 47 72.3%
Female 18 27.7%
Total 65 100%
Age
15-20 13 20%
20-25 43 66.2%
25-30 4 6.2%
30-35 2 3.1%
More than 35 3 4.6%
Total 65 100%
Qualification
Intermediate 9 13.8%
Graduate 29 44.85%
Post Graduate 19 29.2%
Ph.D 3 4.6%
Others 5 7.7%
Total 65 100%
Occupation
Student 24 36.92%
Engineer 4 6.15%
HR 2 3.17%
Finance / Accountant 1 1.53%
Service 32 49.23%
Assistant Prof. 1 1.53%
Business 1 1.53%
Total 65 86.21%

6. 6
Source: Primary Data (1.1)
GENDER RESPONDANTS PERCENTAGE
MALE 47 72.3%
FEMALE 18 27.7%
Table 1.1
Interpretation : from the above data we can clarify that out of 65 respondents are male,
having 72.3% majority who are using the online food delivery services.

7. 7
Source: Primary Data (1.2)
AGE GROUP RESPONDENTS PERCENTAGE
15-20 13 20%
20-25 43 66.2%
25-30 4 6.2%
30-35 2 3.1%
More than 35 3 4.6%
Table 1.2
Interpretation : from the above study the result comes about 43 respondents between
20-25 group having 66.2% majority who are using the online food delivery services.

8. 8
Source: Primary Data (1.3)
High School 0
Intermediate 9 (13.8%)
Graduate 29 (44.85%)
Post Graduate 19 (29.2%)
Ph.D. 3 (4.6%)
Others 5 (7.7%)
Table 1.3
Interpretation: from the above study we can clarify that 29 respondents that are 44.85%
are graduate i.e.; Students who are using more online food delivery services are students.

9. 9
Source: Primary Data (1.4)
Swiggy 21 ( Less users compared to Zomato )
Zomato 44 ( More Users Like this )

10. 10
Source: Primary Data (1.5)
SMS
MARKETING
FROM
TELEVISION
SOCIAL
MEDIA
FRIENDS AND
FAMILY
SWIGGY 6 28 43 12
ZOMATO 11 27 42 17
Table 1.5
Interpretation : from the above study we can see that centennials are more oftenly use
social media by that they can get more info regarding food delivery service companies
SWIGGY AND ZOMATO.

11. 11
Source: Primary Data (1.6)
SWIGGY ZOMATO
COD 29 29
ATM / DEBIT CARD 26 22
PAYTM 35 37
MOBIKWIK 3 1
GOOGLEPAY 9 8
PHONEPAY 11 14
BHIM 3 3
Table 1.6
Interpretation :.As see the upper graph and table we get to know that COD is more
relevant as well as PAYTM are more used by centennials for payment in online services.

12. 12
Source: Primary Data (1.7)
RESPONSES PERCENTAGE
SWIGGY (Costlier) 37 56.9 %
ZOMATO (Cheaper) 28 43.1 %
Source: Primary Data (1.8)
SWIGGY 24 ( Not so much faster )
ZOMATO 41 ( Faster )

13. 13
Source: Primary Data (1.9)
FRIENDLY NEUTRAL RUDE
SWIGGY 27 35 3
ZOMATO 31 32 2
Table 1.9
Interpretation :.The behaviour of both online food companies delivery boy : SWIGGY
and ZOMATO is quiet neutral. As, we see in the case of Zomato delivery boy having
high value of friendly nature rather than Swiggy.

14. 14
Source: Primary Data (1.10)
YES NO
SWIGGY 39 26
ZOMATO 42 23
Table 1.10
Interpretation : In above graph and table we see that Zomato having higher problem
but resolve by them or in the case of Swiggy, problem faced by consumer but not
resolved by customer satisfaction department.

15. 15
Source: Primary Data (1.11)
YES NO
SWIGGY 47 18
ZOMATO 55 10
Table 1.11
Interpretation : In the case of Zomato discount and offers are given more as comparative
to Swiggy. This is good one for centennials.

16. 16
Source: Primary Data (1.12)
SWIGGY ZOMATO
ONCE IN A WEEK 16 21
ONCE IN TWO WEEK 17 15
ONCE IN A MONTH 32 29
Table 1.12
Interpretation : Many centennials found to be use the services of online food delivery
is more in the period of a month in both the companies cases.

17. 17
Source: Primary Data (1.13)
Interpretation : Between 8 PM to 12 PM , the order is placing more as comparative to
other times in a day.
Source: Primary Data (1.14)

18. 18
SWIGGY ZOMATO
SPEED OF DELIVERY 22 23
QUALITY OF SERVICE 30 28
PAYMENT OPTIONS 10 13
DISCOUNT 29 30
TIME SAVING 17 19
Table 1.14
Interpretation : In the cases of companies, all services are better in Zomato as
comparison to swiggy.
Source: Primary Data (1.16)

19. 19
SWIGGY ZOMATO
EXCELLENT 9 25
GOOD 50 37
BAD 6 3
Table 1.16
Interpretation : The swiggy having more good than that of zomato in which excellency
factor is much high in Zomato.
FINDINGS
In the competitive environment existing food company Swiggy and Zomato are rivals
to each one of them. So, there is a need to analyze the market efficiency and promotional
strategy that prevailing in the market. Centennials have to like the order food online in
the today’s world. Everyone has no time to cook and serve in a manner to eat well.
That is the reason why Swiggy and Zomato are exists in the market. It is found from
the research paper that most of the centennials are involve with the digital world.
Basically, the objective of the research paper is to identify the company image or
perception in youth / Gen Z mind or to know the consumer preferences on online food
ordering service provider. To identify the factors which influence the consumer to order
food online.
Mostly graduate students are using online food and delivery services having age between
20 to 25. They all prefer Zomato for online food order and delivery as it gives more
discount and offer to them, provides facility like Cash on Delivery, Paytm, accepting
debit cards and many much type of transaction. They prefer Mobile application more
rather that that of website for ordering food online. Most of the centennials knows about
swiggy and Zomato from social media platforms. Swiggy charges more except Zomato.
Zomato also provide faster service in comparison to swiggy. Most of the centennials
satisfied with the servies of Zomato. Their opinion towards swiggy is good and excellent
towards Zomato. At last, This research paper is valid as most of the suggestions is upto
our conditions.

20. 20
CONCLUSION
 The consumer’s perception on online food ordering varies from individual to
individual and the perception is limited to a certain extent with the availability
of the proper connectivity and the exposure to the online food services.
 The perception of the consumer varies according to various similarities and
difference based on their personal opinions.
 The research paper reveals that mostly the youngsters / Gen Z are attached to the
online food ordering and hence the elder people / Millenials don’t use these online
services much as compared to the younger ones.
 The study highlights the fact that centennials are mostly poised to use online
food ordering services.
 The research paper also reveals that the price of the products, discounts and special
offers have the most Influencing factor on online food ordering.

21. 21
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Copyright @ Vashupanwar (2019)