RESEARCH TITLE:

“TO STUDY THE DIFFERENT CUSTOMERS PREFERENCES

WHILE ORDERING FOOD AT HOME IN DELHI N.C.R”

SUBMITTED BY:

NAME: MAYURI SINGH

NCHMCT ROLL NO.: 1641301031

A Research project submitted in partial fulfillment of the requirement of

B.SC. In Hotel and Hospitality Administration to the National Council for
Hotel Management and Catering Technology, Noida.

Ashok Institute of Hospitality & Tourism Management

(India Tourism Development Corporation Ltd), New Delhi
* 2018-2019 *

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 ACKNOWLEDGEMENT

I would like to extend my most gracious thanks to the principal of Ashok Institute of Hospitality
and Tourism Management, New Delhi, Ms. Anita Bimal for giving me the opportunity to
conduct my research project, title

“TO STUDY THE DIFFERENT CUSTOMERS PREFERENCES WHILE ORDERING

FOOD AT HOME IN DELHI N.C.R”

I would also like to thank our research guide Ms. Monisha Juneja for her guidance throughout
the period that we carried out our research project.

I would also like to thank everyone who has helped in my research for their co-operation in the
successful completion of this research project.

Student’s Name: - Mayuri Singh

NCHMCT Roll No. :-1641301031

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 TABLE OF CONENTS

Particulars Page No.

Chapter I: Introduction

1.1 Background
1.2 Need
1.3 Research Objectives 4-5
1.4 Scope
1.5 Significance

Chapter II: Literature Review

2.1 Customer preference while ordering food at home

2.2 Key feature of home delivery

2.3 Hypothesis of the research study

2.4 Innovations 6-27

2.5 Analysis

2.6 Factors

2.7 Questions

2.8 Functions

2.9 Conceptual framework

Chapter III: Research Methodology 28-29

Chapter IV: Data Analysis & Interpretation 30-40

Chapter V: Conclusion 41

Bibliography 42

Appendix 43-46

Certificate 50

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 CHAPTER 1: INTRODUCTION

1.1 BACKGROUND
The study will be covering to understanding the customer preferences while ordering food at
home. Indian hospitality industry has evolved sensitive towards the needs and desires of the
people. Customer loyalty and customer preferences is a term is frequently used in hospitality
marketing. It measures how products and services supplied by accompany meet customer
expectation. Customer preferences are defined as the number of customer, percentage of total
customer, who reported experience with a firm, its products or its services exceed preference and
satisfaction goals.

1.2 NEED
Customer behavior is always evolving and preferences are particularly impactful for those in the
restaurant delivery world, where that behavior is so closely tied to the customer preferences, as
food delivery proliferates, people’s preferences are changing, perhaps to the advantage of the
restaurant operator. A majority of quick service and fast casual customer prefer to order directly
from a restaurant website or mobile app versus a third party service, a notable finding from
tillster’s delivery index study.

 If people become more familiar with delivery and ordering online, they are choosing their
favorite restaurant & that is the brand they think of when they’re ready to order again.
 For restaurant, the advantages are owing the customers, data & controlling the customer
experience.
 Different customers have different preferences while ordering such as:
 Nutritional requirements.
 Food habits & Preferences.
 Food Characteristics.

1.3 SCOPE

All Different types of age group and the food will be available according to that and some other
things that are included or consider such as quality of service, branding, price, tangibles,
customers, satisfaction & loyalty.

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1.4 SIGNIFICANCE
With this research project we are understanding the customer preferences while ordering the
food and to get the good understanding of their taste, service they want.

1.5 RESEARCH OBJECTIVES

 To identify the factors that influences the decision of customer preferences towards
restaurant.
 To determine the most important factors that affect consumer choice & preferences &
satisfaction while ordering food at home.
 To study the opinion about the home delivery service.

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 CHAPTER II: LITERATURE REVIEW

2.1 INTRODUCTION
The recent development of the Internet has augmented the e-commerce industries in a country
like India. E-commerce development has made online food ordering services seamless for people
who want to get food delivered at their doorstep. Although consumers continue to go out for the
meals, consumers feel very convenient to order food online since it frees the customer from
personally visiting the restaurants.

 In this study, our main focus was to analyze the perception of consumer towards online
food ordering services. In order to understand what factors have played a dominant role
to attract consumer in the developing country like India towards them, we decided to
study on the consumer perception on online food ordering.

 In this research paper, two objectives were set for study. The first one was to identify the
factors which influence the consumer to order food online and the other one was to know
the consumer preferences on online food ordering services provider.

 To achieve these objects survey was held to gather the information. Survey successfully
helped to understand the behavior and perception of people for online food ordering. It
shows how easily people search for a favorite restaurant,

 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.

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 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.
The research on consumer’s perception on online food ordering and other topics in the
Indian context are limited as the online food ordering services has entered into Indian
market only a few years back. T
 He literature reviewed relates to the studies conducted outside India where online food
ordering is a big hit. As taken the case that online food ordering has just entered the
Indian market and it is still on its way to being a big hit.

 Key Success Factors of Online Food Ordering Services: An Empirical Study Reveals that
online food ordering companies have to give attention on the quality of information,

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 Mobile Application and website design, security and privacy for payment systems
towards their customers in order to provide them full satisfaction experience.

 Customer buying decision process using an online platform for online food ordering in
Thailand - In this study it shows that the online platform has drastically changed the food
delivery service industry. It has also helped to improve the customer experience with
traditional food delivery service companies, such as major fast food restaurant chains,
thereby impacting the consumer perception toward the food delivery service industry as a
whole.

 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 was 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.

 All variables were operationalized using the literature on online food ordering. The first
part of the questionnaire included questions about the factors which make the consumers
order food online. The second part 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. The third part
consisted of a type of food which consumer likes the most to order online.

2.2 KEY FEATURES OF HOME DELIVERY

Time and delivery Time
The most important factor in any form of business or service, as time and delivery go hand in
hand. On-Time Delivery is a frequently used KPI (Key Performance Index) to take account of a
supplier’s delivery performance based on commitment. Early delivery equals less time waste and
hence it influence the consumer as everyone in this dynamic world no one wants to spend on
nonproductive things, getting food within few minutes depicts the relation of time and delivery
as how important these to the consumer as well as the seller. The 24*7 services do a major
impact as the consumer is not restricted to the certain time limit.

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Convenience
Convenience is the biggest factor driving online food ordering, followed by affordability, a new
study by primary research firm Chrome Data Analytics said. Consumers do not have to leave
their home nor travel to find and obtain food online.

As this factor also plays a vital role in influencing the consumer in using online food services, as
improper convenience becomes the major bane which hinders the consumers into actually going
and buying food. Convenience offers the consumer to have a sense of control and an authority
over what to buy, the next it also helps in the selection of products on a wide variety on the
internet. It is also as secure and even more than the traditional methods, getting better prices also
influences the consumer to buy food online.

Easy Accessibility
Perceived ease of use, refers to the degree to which a person believes that using a particular
system would be free of effort. This is also the major importance of online food ordering is that
due to its easy accessibility in nature, within just a few clicks you get what you want onto your
door step, this is what the consumer desires the most, Opening the application in the mobile
phone or browsing through the browser on your laptop and order in no less than 2 minutes.

Bunch of people use this just because of the accessibility, as they want as less hassle as there
could be. Though some areas still do not contribute much to online food ordering due to some
reasons which may include, improper internet availability in rural areas, or may be because of
less advancement of technology in their reach but all of this obstacles are getting sorted out on
rapid range so major flock of people can enjoy these services.

Flexibility
It is appreciated by everyone, as things being flexible enjoy a lot of perks and online food
ordering is a very example of it. No matter where you are, at what time you want you can order,
this is what the consumer desires as things being worked out according to their needs and wants.

All of the applications and web browsers are being designed with adjustments according to the
consumer’s needs and making their experience as flexible as possible. The introduction of
various features in the concept of online food ordering like that of cash on delivery, door
delivery, customized food order etc is thus adding to the context of the food ordering.

Consumer attitude towards online purchasing is defined as the extent to which a consumer makes
a positive or negative evaluation of buying food online and providing flexibility helps in
inclining on to the positive side.

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Ease of Payment Hassel free payments
The need of the hour and this consumer wants the most, usually, people avoid using online
services is mainly because they do not want to get entangled in the conundrum of payments.
Introducing various method of payment has led in getting people’s trust and thus enhancing the
business of a lot of companies. Methods such as Cash on delivery, Payment by online money
wallets, by debit and credit cards etc. helps in removing the hassle of payments and giving the
ease to the consumer.

Promotions Sales
Promotion includes tools for consumer promotion that is coupons; cash refund offers prices off,
premiums, prizes, etc. Offers and discounts are the ones which really attract the consumer to get
indulge in online food ordering on a regular basis. Price has operated as a major determinant of
buyer’s choice of Low pricing observed in online food services acts as an influencer to shop
from the online food services. As everyone likes saving money and getting the most out of what
they are paying and hence these special offers and other promotional activities catches the main
attention.

Factor
Factor which Attracts the Most People Prefer Online Food Ordering.

2.3 HYPOTHESIS OF THE RESEARCH STUDY

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 study reveals that mostly the youngsters are attached to the online food ordering and hence
the elder people don’t use these online services much as compared to the younger ones. The
study highlights the fact that youngsters are mostly poised to use online food ordering services.

The study also reveals that the price of the products, discounts and special offers have the most
influencing factor on online food ordering. The second most influencing factor is the
convenience the next most influencing factor is on-time delivery.

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The study highlights that respondents often prefer to order on weekly basis, the type of meals
which were mainly preferred to order was the snacks followed by dinner. Fast food was fancied
by most of the respondents in their choice of cuisines.

The study also revealed that a major proportion of respondents use either Uber eats or zomato to
order their food online. It was also observed that a less percentage of respondents were inclined
towards the use of Swiggy and Food Panda.

In a nutshell, through this study, it is found that majority of students of Indore region are well
aware of the online food ordering and most of them have used online food ordering services
which indicates the growing popularity of the online food ordering within the youngsters.
Transformation in the trends of food ordering is occurring because of the changing lifestyle of
the consumers in India and expansion in online activity

In today’s world service sector contributes 64.80% in GDP.

 Zomato is one of the most popular applications that provide services to the user to
discover restaurants. The rise of digital technology is reshaping the industries. With the
increased use of technology, the number of people engaging into the digital sector is
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 consumer’s expectations apps are
providing increased facilities and services to the customers.
 This scenario doesn’t exist only in one country but all across the globe. Being up to date
with the customers’ expectations helps firm retain customers to a greater extent.
 Digital technology has just started growing; it will continue to grow at a rapid rate and
with the effect of this so will the various other industries, including the food delivery
industry.
 In the below figure we can see that the usage of online portals have been constantly
increasing and they are expected to increase at a rapid rate even in the near future. Our
research indicates that online penetration of the total food-delivery market broke 30
percent in 2016.
 It is also believed that the penetration rates will grow further as the market matures,
eventually reaching 65percent per year. As per another research the perceptions of the user
regarding the service quality of ZOMATO is less than his expectations of what an
excellent service should be. So, ZOMATO cannot be categorized an excellent service
provider as per the responses we have received from the users.

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2.4 INNOVATIONS
The recent innovations in the global market are:

 Mobile ordering.

 iPad order kiosks.

 Facebook ordering.

 Tabletop e-waiter & checkout.

 Digital menu boards + smart phones.

 Games while-u-wait.

 Online coupons.

Indian Food App Scenario With the entire boom in digital industry across the globe, it’s had its
impact on the Indian economy too.

The online food ordering firms have sprouted up in bulk. The market size of food in India is
expected to reach Rs. 42 lakh crore by 2020, reports BCG.

Presently, the Indian food market is around $350 billion. The space is coming up with a lot of
innovation catering to their customer convenience, satisfaction and retention. This has also built
room for a lot of new players, who are targeting specific groups of people.

Many new players joining the segment with innovative business models such as delivering food
for health conscious people, home cooked meals, etc. Food tech is the hot talk in the startup
town. After technology startups have made their mark in the e-commerce, taxi & real estate
sectors, now the ever-hungry Indian entrepreneurs are looking to satiate the appetite of others.

Food tech is a vast market and food delivery startups are just a part of it. Various apps in the
Indian market are:

 Food Panda

 Zomato

 Swiggy

 Box8

 Fasoos

 Fast food delivery apps

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 A research on the changing market for food delivery indicates that online penetration of
the total food-delivery market broke 30 percent in 2016.
 We believe penetration rates will grow further as the market matures, eventually reaching
65 percent per year. According to Gloria food the advantage of online ordering and the
reasons for the growth of food delivery app industry are Convenience, Simpler menu to
manage, significant savings, no hassles etc
 Food Panda is an introduction to the newest food sensation that’s here to stay. Food panda
is a global online food delivery marketplace headquartered in Berlin, Germany. Fun fact -
they’re also known as hello foodanother places in the world.
 BhavnaSingh(2015) said that Food panda has been present in the Indian market since May
2012. Food panda first major move was acquisition of TastyKhanna, which was launched
in the city of Pune in 2007. Together with TastyKhanna and JUST EAT, it is now present
in over 200 cities and partners with over 12,000 restaurants.
 She also talked about JUST EAT was launched in Denmark in 2001 and was traded
publicly on the London Stock Exchange. Their Indian business was launched as Hungry
Bangalore in 2006. It was renamed in 2011 when JUST EAT acquired a majority share in
the business. Today, the company partners with over 2,000 restaurants.
 According to Deepinder Goyal, Zomato CEO and co-founder told TechCrunch that he
expects to reach 10,000 restaurants in India in a few months. “We have a sales team of
around 300 in India and 5,000-odd advertisers… these partners know the volume we bring
to them so it is quite easy for us to launch this new service.”
 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. The organized food business in India is worth $ 48 billion, of which
food delivery is valued at $15 billion.
 Investment in food startups, which mainly include food ordering apps, has increased by 93
percent to $130.3 million, comprising 17 deals till September 2015, as against only five
deals in 2014. According to a January 28 report in The Times of India.
 Rocket Internet backed Food panda has not found a buyer even with a rock bottom price
tag of $10-15 million. The company laid off 300 people in December 2015, about 15% of
its workforce. In September 2015, Tiny Owl had fired 100 employees in its Mumbai and
Pune offices. And in October, Zomato sacked 300 workers. UK based Just Eat entered and
exited the market faster than you would order and receive pizza

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2.5 ANALYSIS
To understand the behavior of customers regarding usage of food delivery apps, socioeconomic
characteristics of the customers were studied.

They are the important variables as they decide the consumption pattern and customer behavior
regarding these apps. Generally it is believed that, as the income, age and education of the
customer varies Impact the usage pattern of mobile app.
Specific Information Relating to Customer Behavior the responses of the customer about the
usage and the factors affecting usage were tabulated and analyzed to understand their behavior.
As per the data collected we can analyze that food panda and fast food delivery app are among
the most preferred food apps by consumers followed by Swiggy and Zomato.

2.6 FACTORS
Author with the help of primary data the main objective of this research is to find out factors
influencing customers regarding usage of food delivery apps. From Graph 1 we can analyze that
speed of delivery is the highest attractive feature on Food Panda, swiggy, box8 and fast food
delivery apps.

The second highest feature preferred by the consumers is the quality of service provided by the
apps and the ordering experience. Discount is considered one of the most important factors while
ordering from food panda and fassos. B. Marketing effectiveness

An examination of data reveals that being majority of the responds from Gen Z, the source of
information regarding mobile food apps, there is usage is basically via social media platform or
friends and families.

The most commonly available payment options for food app customers further analysis says that
majority customers prefer credit/debit card payment or cash on delivery, very few customers
prefer online payment mode.

The payment options open to customers are cash on delivery, net banking, payment portals and
debit or credit cards. Out of these from our research we find that cash on delivery is most
preferred by the customers40% followed by debit/ credit card payments- 26%.

Special Apps Special apps are those apps which can be used in the restaurant; they are not
basically the delivery app but restaurant apps. Agent jacks bar, Beer café and 15cafe coffee day
are among the most used special apps. Gen Z use beer café app because of easy access whereas
agent jacks bar because comfort in using. Similarly they prefer 15cafe coffee day

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Author with the help of primary data fromthe data collected we can generate that according to
the weighted averages of the factors the highest weight is given to comfort in ordering and good
condition of food at the time of delivery. Thus restaurants must concentrate on these services
more as compared to others.

Other than these two factors, customers prefer to check restaurants available nearby in the app
and expect correct order with no faults in totaling. Chi Square test between Factors and Food
apps the research also tries to test the relationship between factors affecting usage of food apps
with different apps available in market. Cronbach alpha is used to check reliability of the data
set. The Cronbach alpha of the data came .967 which is considered to be good.
The Chi square test between factors affecting the usage and the apps comes somewhere around
73.7 with 5% level of satisfaction and 30 degree of freedom. The chi square comes more than
table value therefore we reject null hypothesis and accept alternative which says that there is
significant relationship between factors affecting usage and the food delivery apps.

The food delivery and restaurant segment is now thriving at a blistering pace. Adding to this
scenario is an increasing number of smart phones and food delivery apps. Food delivery apps
have now become a big hit with tech-savvy individuals across India.

There are several food delivery apps in India that one can download on smart phones to order
food on the go and from the comfort of homes. The present study found a significant relationship
between factors considered important while selecting a food delivery app

And from the analysis it was also found that the facilities offered play a major role in making a
purchase from an app. Social media should be the most desired tool for marketing by firms.
Currently cash on delivery is the most preferred option of payment by the respondents but other
digital techniques are also in the growth stage.
Firms must also make sure that the apps are comfortable and user friendly. The special apps are a
convenient way for the consumers to place orders and for the company to attract further more
consumers but the comfort of usage must be given a higher Preference

This study examines the determinants of the customer ordering experience, which include
website trust, customer satisfaction and loyalty. The determinants are represented by website
quality and service quality. A survey data of 353 online food ordering customers were used to
test the research model using structural equation relationships are also found not only
between website trust and customer satisfaction but also between customer satisfaction and
loyalty. Finally, the study also found an unexpected direct link between service quality and
loyalty. Overall, the study provides valuable insights for operating online food ordering services
successfully.

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Consumers’ response to the Internet has broadened opportunities for many businesses, ranging
from small to large corporations. The creation of online banking has further facilitated various
online businesses including online food ordering.

Online food ordering satistics the needs of busy individuals living in the city who place their
order online and receive delivery within a few minutes. Prior studies on food ordering have
investigated the determinants of trust, satisfaction and loyalty mostly in the offline consumer
environment.

However, researchers have recently discovered that the online environment offers great
opportunities for interactive and personalized marketing Unlike the offline environment, the
online environment offers more opportunities for interactive and Personalized marketing.

Customers can easily search the competitive providers that match their expectation besides
receiving input from peers through interactive media such as blogs, Facebook and Twitter) in
making purchase decisions.

Furthermore, website design has been discovered to be an important factor in the online
business environment and thus, service providers should adapt their design to suit the local
culture concerned
Recently, customer trust has also been examined in the context of online business
As its presence helps maintain sustainable relationships with customers

Several researchers have studied the area of information quality, privacy/security, and efficient
payment systemand focused on the effects of website design on trust, satisfaction and
loyaltyhave found that delivery and customer services have significant relationship with
satisfaction.

2.7 QUESTIONS

 How is website quality consisting of information quality, website design, security/privacy

And payment system related to building customer’s online trust to place their foods and
Food order online?

 How is service quality consisting of delivery, customer service and food quality related to
Customer satisfaction?

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  What can be the mediating effect of website trust on the relationship between website
quality and customer satisfaction?

 What can be the mediating effect of customer satisfaction on the relationship

betweenService quality and loyalty?

Furthermore, the research gaps identified in the existing literature in the context of online
food
Ordering services are as follows:

1) The causal relationship between the second order factor namely website quality consisting of
information quality, website design, security/privacy and payment system related to website
trust?

2) The causal relationship between the second order factors namely service quality consisting of
delivery, customer service and food quality related to customer satisfaction?

Therefore, this current study posits that website quality – consisting of information quality,
website design, and security/privacy and payment system – is critical in building
customers’ online trust to place their food order online.
It also posits that service quality – consisting of efficientdelivery, excellent customer service and
food quality – is critical to satisfy the customers and increase their loyalty towards the online
food ordering operators.

Based on these rationales, this study formulated and tested a conceptual model with four
hypotheses.

The next section of the paper presents the literature that incorporates the key determinants of the
conceptual model and hypotheses. Other sections report the endings of the study and suggest its
theoretical and practical implications.

Website Quality
The last decade has witnessed extensive literature on website quality as a cue for customer
satisfaction; a factor that drives purchase intention. Website quality comprises factors like

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interactivity, customization, care, cultivation, choice, community, character and convenience
interactivity, novelty and complexity community, individualization, free services, technical
integration and convenience information quality, connectivity playfulness, learning and
interactivity appearance, content quality, septic content and technical adequacy); website design,
communication, order fulfillment, security/privacy, promotion and merchandising; and,
transaction speed, information quality security and user-friendliness

Among all these factors, customers usually expect three website merits to assist their online
encounters, that is, system quality, information quality, and service quality a number of attempts
have been made to categories website’s multiple attributes. Online shopper viewing time
averages 30 secondsbefore he moves to another website. The website must be enticing because
its cues lead to affective and cognitive internal states compared with traditional retail stores
with tactile and olfactory cues

Recently, a number of researchers have conducted empirical study on website quality. Therefore,
the preceding discussion proposes four important elements of website quality, namely
information quality, website design, security

Information Quality Information is a prerequisite to trust tested the relationship of website

properties such as width of product selections, accuracy of online information, and ram’s
reputation to website trust. He found that website properties have asignificant relationship with
website trust. According to Park and Kim more extensive product information leads to better
buying decisions and levels of consumer satisfaction. He also found a positive relationship
between website’

Therefore, this current study posits that website quality – consisting of information quality,
website design, and security/privacy and payment system – is critical in building customers’
online practical implicationInformation attributes and consumer satisfaction. However, little
research has empirically
examined the effect on the amount of information provided on a website and this calls for
further examination As a sub-set of “usability” construct, information design includes navigation
or website structure

If the former is poorly designed, a customer will leave the website. Availability of information
reduces search time and hence increases consumer satisfaction and facilitates informed decision
making. Moreover, the amount of information available may determine the success or failure of
electronic commerce

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2.8 FUNCTIONS
Website Design
Website design deals with emotional appeal, balance, uniformity and aesthetics of the website.

It includes color, shapes, photography, or even the font style some research suggests positive
association between trust and aesthetic beauty of the websites although a few of them show
significant association between these two. However, all empirical studies show the positive
stance in terms of the relationship between enjoyable user experience and website aesthetics
site is, a customer who has difficulty in searching and getting the needed information is likely to
leave the site.

Security
Intention to buy a product from the website is affected by the level of trust. Therefore,
security has been addressed as the primary concern among online consumers Mukherjee
and Nath (2007) also suggest that perceived value over privacy and security features of the
websites is the crucial antecedent of trust which eventually positively influences the behavioral
intention of the consumers. Hence, security and privacy of all the e-service providers have
been addressed as the primary concern in many studies Specifically, privacy is treated as the
key element for generating the online trust while security indicators such as Better Business
Bureau and trustee seals adopted by the websites have positive association with
trustworthiness .

Payment System
Online shoppers are known for low tolerance for system feedback. On average, online shoppers
only wait for eight seconds before. Aweb page design should consider appearance, functionality
and loading time. Therefore, trustworthy website design should save the customers’transaction
time.

Otherwise, the customers may hesitate to use the website’s payment system. If the company’s
website is considered equivalent to characteristics of a salesperson, then the former should
characteristics of the salesperson such as expertise and likeability which are positively
associated with customer trust in the salesperson and the company During information
search, information quality, website design, security and payment system play important
roles in determining customers’ trust in their online experiences. Based on the above discussion,
it is hypothesized

19
Service Quality
Service quality plays an important role for customer satisfaction because it is the customers who
are the patrons of the products or services. Consequently, efficient tools to assess service quality
are invaluable to companies who earn their revenues or part of it from delivery of
service. Furthermore, service quality dimensions known as the SERVQUAL tool is widely used
by various organizations to measure their customer satisfaction and loyalty the concept of
SERVQUAL was rest introduced as a generic instrument used for the measurement of service
quality on the basis of focus group’s inputs. Despite its development in the marketing sector, it
has been applied by many other organizations such as libraries and web services and Quality
has generally been denned as “ tens for use” and “those product features which meet
customer needs and thereby provide customer satisfaction the definition of quality varies
depending on the methods of approach driven to transcendental experience, product,
manufacture, value, and user. On other hand, service means an intangible activity or Benet
provided by the services provider to customer, which can be tangible products and something
that is added to intangible service, or in an independent form. According to Rolland and Freeman
(2010), the concept of service quality in e-Tailing dense.

(1) The extent to which a website facilitates efficientand effective shopping, purchasing and
receipt of products and services,

(2) The customer service delivered throughout the whole experiencefrom initial contact to
fulfilment of the service. While service perceptions influence loyalty satisfaction represents a
more general evaluative construct in comparison with the episodic and transaction-specific
nature of service performance which works as a mediator in linking service quality and a
customer’s repurchase loyalty The core sustainable strategy for online food ordering
companies is the provision of excellent service to the customers.

Therefore, perceived quality of the service provided by the online food ordering companies has a
large infuence on the customer satisfaction.

Based on the above discussion, three dimensions have been identified as critical for satisfying
and retaining the customers, namely delivery, customer service and food quality.

Delivery
In the e-commerce environment, the time of delivery plays a crucial role in satisfying and
retaining customers. Dholakia and Zhao (2010) found that timing plays an important influence
on the relationship between online store attributes and satisfaction. Delayed delivery beyond the

20
common practice will have a negative effect on satisfaction regardless of the road and weather
conditions. According to China Online Shopping Report producedby China Internet Network
Information Centre (CNNIC) accessed in 2004, Liu et al. (2008) found that 25 per cent of
Chinese customers were not satis ed with delayed delivery or wrong product. Furthermore, their
research revealed that delivery is found to have a significant positive infuence on customer
satisfaction. Order fulfilment variables, particularly on-time delivery, dominate the effects on
overall customer evaluations and satisfaction) Delivery becomes particularly important to non-
store, including online, retailing where there is a temporal separation between order placement
and delivery of ordered merchandise.

As a result, on time delivery plays a very significant role in overall satisfaction and loyalty of
customers in online food ordering business.

Customer Service
Reibstein (2002) found that perceived customer service support has a high correlation with
likelihood to purchase again. Posselt and Gerstner (2005), usingthe theory of order effect, argue
that satisfaction with a service will be infuenced by the sequence of service encounters.

In fact, websites that were rated poorly in customer service were the least likely to be shopped
again which rejects thestate ofcustomer dissatisfaction. Furthermore, Suleiman (2010) found
that customer service quality has strong effect on overall online customer satisfaction.

Many Internet customers are concerned with real time, return and replacement issues, and
speed of response time to their queries from customer service representative. Finally, despite a
considerable debate about the causal ordering between service quality and satisfaction, this
research proposes in line with previous researchers that service quality is an important
antecedent of satisfaction.

Food Quality
Food quality is viewed to be related to satisfaction with fast-food restaurants. Although food can
be argued to not be part of service quality, the focus is on its characteristics such as fresh,
healthy, well presented and cooked which are influential factors for the customers to be satisfied
and make their decisions to purchase again. In line with this observation, service also means an
intangible activity or Benet provided by the services provider to customer, which can be a
tangible product and something that is added to intangible service, or in an independent form.

Previous researchers found that three factors, that is, food quality, perceived value and service
quality all had a direct and positive relationship with satisfaction. Also, other researchers
andrevealed that price and product quality together with service qualityinfuence customer

21
satisfaction. Furthermore, several studies on fast food restaurants showed that food quality is
related to satisfaction and it was tested as a potential determinant of customer satisfaction. In this
study, it is expected that there will be significant relationship between food quality and customer
satisfaction. Therefore, food delivery companies shouldconsider that food quality is one of
critical strategies to create customer satisfaction

RELATIONSHIPS

Relationship between Website Trust and Customer Satisfaction

Trust is earned based on previous experience of the customer. In the e-commerce environment, if
the customer has positive experience from his or her previous use of a product or service, then he
or she will choose the same website to place the order. Likewise, in the case of online food
ordering, customers will revisit the website if they trust it. Yoon (2002) found that there are four
factors that are crucial in the formation of trust such as transactional security, website properties,
search functionality, and personal variables. These four factors formulate trust and if they are
fulfilled then the overall satisfaction is increased (Yoon, 2002). Therefore, based on this
discussion, it is expected that website trust will have asignificant effect on customer satisfaction.
Website trust has positive infuence on customer satisfaction.

Relationship between Customer Satisfaction and Loyalty

Customer satisfaction is the ultimate objective of the customer relationship and has some major
antecedents such as perceived value and perceived quality. It eventually leads to the customer
loyalty. Numerous studies have been focusing on the relationship between satisfaction and
the rm’s performance in the conventional marketing approach, whereas the literature reveals
only limited number of studies in online retailing.

Indeed, customer satisfaction drives several beneficial outcomes. Shows a list of published
evidences that conforms the favorable association between consumer satisfaction and
performance of a business entity. Loyalty can be measured in terms of behavior (e.g. choice
probability and repeat purchase probability of a brand) and attitude Most of the consumers
remain with the service providers due to the customized based and/or desired based attachments
Caruana (1999) depicts service loyalty as the level to which a consumer shows repeat
purchasing attitude from a specific value provider, have the favorable attitudinal disposition
towards the offer and consider only these providers when a demand for this specific need exists.
Many of the previous studies conformed the significant association between repurchase intention

22
and customer satisfaction; andPositiveargues that a satisfied customer is expected to show brand
loyalty, and customer e-loyalty is infuenced by satisfaction.

2.10 CONCEPTUAL FRAMEWORK

The following conceptual model depicts the relationship between antecedents, namely, website
quality and service quality and the outcomes, namely, website trust, customer satisfaction and
loyalty.

In order to test the aforementioned hypotheses, a quantitative study was conducted at one of the
largest public universities in Malaysia whose respondents comprised a mixture of local and
international students. The respondents were chosen because of their easy access to several
online food ordering companies operating nearby such as Pizza Hut, McDonald’s, Domino’s,
Nando’s, Papa John’s and Room Service Deliveries.

All constructs were measured using multiple items, 7-point Liker scales ranging
strongly disagree to strongly agree. Website quality consists of four scales namely information
quality, website design, security and payment system. Information quality will be evaluated from
three dimensions: information accuracy, information comprehensibility and information
completeness. These dimensions were adapted from the items initially developed by Jeong et al.
(2003) and Muylle et al. (2004). On the other hand, website design will be evaluated from four
aspects: navigation, color combination and ease of use.

The items were taken from Muylle et al. (2004), Jeong et al. (2003) and Kim and Stoel (2004).
Furthermore, security and payment system were adapted from Wolfinbargerhe and Gilly (2003)
and Liu et al. (2008), respectively.

However, as the payment had only two items and can be considered not statistically reliable, the
study developed two more items to evaluate it based on the researchers’ online experience with
just-eat.co.uk. The additional items include: “the website provides me with the payment options
according to my preferences and the website provides an efficient payment gateway system for
us to make payment”. Customer service and food quality. Delivery scale consists of four items,
two of which are taken from Wolfinbargerhe and Gilly (2003). The third item was developed by
Liu et al. (2008) and the fourth item was developed based on the ending of an earlier
exploratory study. Thus, the fourth item is “delivery riders are efficientin deliveringthe foods to
our home or office”. Furthermore, customer service scale was adapted from Liu et al. (2008).
Finally, food quality scale was developed based on the endingsof an earlier exploratory study
on 34 academicians about their perceptions toward online food ordering and delivery services.
This scale consists of four items, that is, the foods delivered are fresh, well presented, well
cooked and food operators provide a variety of healthy foods.

23
Furthermore, the authors proposed to utilize three scales to examine the study’s outcomes,
namely: website trust, customer satisfaction and loyalty. Website trust and satisfaction were
adapted from Cyr et al. (2008). On the other hand, loyalty consists of three items, two
of which were taken from Cyr et al. (2008) and one item from Ribbink et al. (2004). The survey
instrument consists of two sections. In the rest section, respondents were requested to rate
their agreement on statements related to their latest online food ordering experience. Each item
was measured on a 7-point Likert scale from 1 (strongly disagree) to 7 (strongly agree). In the
second section, respondents were asked to all in their demographic profile.

The rest section is descriptive analysis based on the demographic information of the
respondents. The second section discusses the validity of the research variable based on the
conformatory factor analysis.

Test for Structural Equation Modeling (SEM) and Hypotheses Structural equation modeling was
used to test the hypothesized relationships depicted in the model. Two-step approach suggested
by Anderson and Gerbing (1988) was performed. First, the assessment of the critical
measurement properties of the scales used in the study was provided. Second, the
researchers focused on the estimation of the structural model and the testing of the specified
hypotheses.

A path model is estimated in order to test the observed hypothesis. To generate the maximum
likelihood estimates for the path coefficients, the study used AMOS 16. Despite having the entire
hypotheses supported by the data, the initial structural model does not exhibit the acceptable t
indices. However, an inspection of residuals and medication indices shows that there is still
chance to obtain improved t indices. Having, an additional path from service quality to
customer loyalty improves the model t, consistent with the literature

THEORITICAL IMPLICATIONS AND FUTURE RESEARCH DIRECTION

Theoretical Implications
An important contribution of this study is incorporating simultaneously the different types of
quality as antecedents of website trust and satisfaction. As information quality, website design,
security/privacy and payment system have been studied extensively in isolation, this study
proposes a more complete conceptualization of website quality. Likewise, delivery, customer

24
service and food quality have also been studied extensively in isolation but not integrated with a
service quality.

The study confirms that website and service quality play a crucial role in building trust and
satisfaction that can lead to customer loyalty.

As the study only focuses on customers’ perception towards online food ordering companies, it
cannot be generalized for use in other industries. As such, similar research in other online
industries is needed to cross-validate the endings.

Furthermore, the use of self-reported scales to measure both independent and dependent
variables may imply the possibility of a common method bias for the results. Therefore,
qualitative studies should be considered to verify these endings amongst the regular online food
ordering customers.

Managerial Implications
In an online shopping environment, products are not tangible. Unlike the traditional shopping,
consumers in the online shopping environment cannot taste, touch, smell, see or listen to
the product. Rather, consumers assess the quality by relying on the picture and the given
description of the goods or services in the web page. Hence, to maximize the degree of trust of
the customer, clear and understandable information should be provided. Moreover, complete
information with reasonable explanation should be given such as width and depth of offerings.
In addition, to assist the customer to visualize the offer, demonstration of virtual product or
service is also necessary.

The ending is similar to the study of Koivumaki (2001) where a picture is shown to
infuencethe consumers purchase decision instead of giving only the blank written description.
Moreover, the study conformsaffluent web page design is necessary to elicit positive rest
impression among the visitors while the importance of content comes next.

Pleasant and comfortable web page is the key to attract and maintain visitor’s online shopping
experience which eventually increases purchase possibility and customer degree of trust. At
the purchase stage, online food providers need to create safe online environment, protect
customers’ privacy, guarantee financial security and contra secure payment system.

Online food ordering providers should also ensure the website facilitates time saving and
convenient online payment. All of these factors will help the service providers to build the
trust among their consumers. As a result, satisfied customers will make repeat purchase and
recommendation to others.

25
Next, freshness of food, prompt delivery and prompt response to customers’ orders are
crucial because order fulfilment can be overlooked by some online food ordering companies in
Klang Valley. In the online shopping environment, delayed delivery and indifference to
customers’ concerns and inquiries will cause customer dissatisfaction as the customers are
busy professionals whose expectations are high. In the context of Klang Valley, the delivery
service is exposed to risks such as traffic congestions, road constructions and bad weather. In
cases of late delivery, a customer service representative must be able to respond to customer
inquiries and solve problems promptly.

In this study, attempt was made to identify the key success factors that lead to loyalty in
an online ordering environment. Results suggest that online food ordering companies have to
emphasize on information quality, website design, security/privacy and payment system
towards their customers in order to increase the level of web trust and satisfaction. The service
providers could also enjoy continuous recurring revenues from the loyal customers if they
provide efficient delivery, reliable customer service and food quality.

The results of the empirical study provide support for the positive relationships between website
quality and web trust, service quality and satisfaction, web trust and loyalty, and satisfaction and
loyalty. Therefore, this empirical study offers several important endings, summarized as
follows:

• Information quality has a positive impact on web trust which is consistent with the study
ofYoon (2002).

• Website design has positive impact on website trust which is consistent with the study of Yoon
(2002).
• Security has positive impact on website trust. However, this ending differs from the
endingby Roca, Garcı´a and de la Vega (2008) which found that there was no significant
relationship between security/ privacy and online trust.
The effect of payment system on website trust is also significant. Previous research on
website trust seldom touches on it. Again, this study uncovers the effect of payment system
on website trust.
• As hypothesized, delivery is found to exert a significant positive infuence on customer
satisfaction.
• Customer service has positive impact on satisfaction which is consistent with the study of
Zeithmal, Parasuraman and Malhotra (2002).

26
• Food quality has positive impact on satisfaction, which is consistent with the study of Qin and
Prybutok (2009).

• Customer satisfaction has positive impact on loyalty which is consistent with the study of
Flavian et al. (2006) and Yoon (2002).

Finally, an unexpected link between the second order factor namely service quality and loyalty
rejects that efficient delivery, reliable customer service and food characteristics (e.g. freshness,
presentation, healthy) are also essentials for operating successful food ordering services

27
 Chapter III: RESEARCH METHODOLOGY

3.1 RESEARCH DESIGN

Descriptive Research Design will be used in this research study. A Descriptive Research Design
is concerned with describing the characteristics of a particular individual or a group. Generally,
most of the social research design falls under this category. A study that is concerned with
specific predictions or with the narration of facts and characteristics related to an individual,
group or situation, are instances of descriptive research studies.

3.2 DATA COLLECTION

1. Primary Data- Survey Method- Structured survey method is going to be used to make a formal
list of questions which are going to be common to all respondents.

2. Secondary Data

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3.3 RESEARCH INSTRUMENT

Questionnaire is the research instrument being used in this research. And two sets of
questionnaire will be provided, one for the staff and the other for the customer.

3.4 CONTACT METHOD

The Questionnaire will be filled out in personal contact with the respondent.

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3.5 SAMPLING PLAN
3.5.1 Universe: -

Infinite, because it is difficult to get the exact number of the customers.

3.5.2 Sampling frame:

Delhi NCR Customers.

3.6SAMPLING PROCEDURE: -

1. Convenience sampling: - This will help to ensure that they have a good understanding that
what they do affects the customer experience.

3.7 SAMPLE SIZE: -

50 Customers

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 Chapter IV: DATA ANALYSIS

Q.1 AGE OF RESONDENTS

Table No. 1.1 Respondents- Age Group

AGE GROUP NO.OF PERCENTAGES

RESPONDENTS

15-20 1 2%

20-22 26 52%

22-25 13 26%

between 25-30 10 20%

FIG. 1.1 RESPONDENTS AGE GROUP

15-20 20-22 22-25 BETWEEN 25-30

2%
20%

52%

26%

Interpretation –
From the above table we can interpret that maximum employees fall under “20 to 22years”
which is 52%% of the total sample. The least fall under the age group of “15-20 years and
above” with 2%. The age group of “22 to 25 years” has 26% of the total respondents and the age
group of “125-30years” has 20%.

30
Q.2 HOW DO YOU ORDER FOOD?

Table No. 1.2 Respondents-

OPTIONS NO.OF PERCENTAGES

RESPONDENTS

direct call to restaurant 3 6%

online portal 8 16%

mobile app 34 68%

direct call 5 10%

FIG.1.2 RESPONDENTS

DIRECT CALL TO RESTAURANT ONLINE PORTAL MOBILE APP DIRECT CALL

10% 6%

16%

68%

Interpretation-
From the above table we can interpret that no, of respondents 34 which is 68% use “MOBILE
APP” for ordering food, rest 16% people use online portal ,10% prefer direct call service ,with
remaining 6% walk in to the restaurant.

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Q.3 IS YOU SATISFIED ORDERING ONLINE?

Table No. 1.3 Respondents-

OPTIONS NO.OF PERCENTAGES

RESPONDENTS

satisfied 32 64%

highly satisfied 17 34%

dissatisfied 1 2%

highly dissatisfied 0 0%

FIG.1.3 RESPONDENTS

SATISFIED HIGHLY SATISFIED DISSATISFIED HIGHLY DISSATISFIED

0%
2%

34%

64%

Interpretation-
The interpretation from the above table is that 64% people are highly satisfied using online food
delivery option, and 34% are highly satisfied with this , lastly 2 % are the only who are
dissatisfied with this .

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Q.4 WHICH MOBILE APP OR ONLINE PORTAL YOU USE FOR THE
MAXIMUM NO. OF ORDERS?
Table No. 1.4 Respondents-

OPTIONS NO.OF PERCENTAGES

RESPONDENTS

food panda 5 10%

zomato 15 30%

swiggy 23 46%

uber eats 7 14%

FIG.1.4RESPONDENTS
FOOD PANDA ZOMATO SWIGGY UBER EATS

14% 10%

30%

46%

Interpretation-
The percentage of respondents 46% who use “SWIGGY” which is a food ordering application
,other 30% people use “ZOMATO” application ,and 14% use “UBER EATS”, followed with
10% using “FOOD PANDA”.

33
Q.5 HOW OFTEN YOU LIKE TO ORDER FOOD ONLINE?

Table No. 1.5 Respondents-

OPTIONS NO.OF PERCENTAGES

RESPONDENTS

daily 5 10%

weekly 17 34%

twice a week 8 16%

weekends 20 20%

FIG.1.5RESPONDENTS
DAILY WEEKLY TWICE A WEEK WEEKENDS

10%
20%

16% 34%

Interpretation-
The above graph displays that majority of the respondents which is 34% who used to order a
food in a weekly ,thus 20% are those who order only on weekends, and 16% order a food twice a
week ,with last 10% who used to order daily.

34
Q.6 WHAT DOES YOUR CHOICE DIFFER WHILE ORDERING FOOD AND
AT WHICH TIME DURATION?
Table No. 1.6 Respondents-
OPTIONS NO.OF PERCENTAGES
RESPONDENTS

morning 2 4%

evening 19 38%

afternoon 10 20%

night 19 38%

FIG.1.6 RESPONDENTS
MORNING EVENING AFTERNOON NIGHT

4%

38%

38%

20%

Interpretation-
The interpretation from the above table is that 38% of the people like to order the food in the
evening and the same 38% more peoples are those who order the food at the night, followed with
20% who order at afternoon, ending with 4% who order in the morning.

35
Q.7 IF YOU COULD CHANGE JUST ONE THING ABOUT A PRODUCT OR
ORDERING SERVICES WHAT WOULD IT BE?
Table No. 1.7 Respondents-

OPTIONS NO.OF PERCENTAGES

RESPONDENTS

price 16 32%

time 18 36%

location 6 12%

none 10 20%

FIG.1.7 RESPONDENTS
PRICE TIME LOCATION NONE

20%

32%

12%

36%

Interpretation –
From the above chart it can be noted that maximum number of respondents which is 36% who
wants the time of the ordering service to be changed, and the 32% of the employees who needs
the price to be change of the ordering service, rest 12% for location.

36
Q.8 WHICH TYPE OF FOOD YOU LIKE TO ORDER?
1:>ANSWER >FAST FOOD

Interpretation-
From the above question the minimum no, of people likes to order fast food whenever they feels
to order food for themselves.

37
Q.9 WHAT ARE YOUR PREFFERED CHOICE FOR FOOD ITEMS YOU
ORDER?

1:>ANSWER >WAFFLES

Interpretation-
From the above question the high no. of peoples prefer to eat waffles they ought to order this
from online food delivery applications.

38
Q.10 HOW MUCH DOES IT CONVENIENT USING ONLINE FOOD
DELIVERY OPTION?
1:>ANSWER >TIME SAVING

Interpretation-
The minimum no. of peoples feels that this online mode is a time saving option and hassle free
for the peoples who has a busy schedule in their life for them it is considered a very easy way to
have their food in minutes sitting at one place itself.

39
FINDINGS
The no. of peoples which use mobile application while they order food and find it really very
convenient to opt this option

Majority of peoples say who are highly satisfied using online food delivery option, when taken a
survey they said it is an easier way and a time saving mode to have your food whenever you feel
hungry.

Peoples are happy to use this mode and most commonly they prefer to use the well known
application which is “swiggy” a food delivery app.

Peoples are those who wish to order food weekly and the rest choose to order on the weekends.

Most of the peoples like to order food in the evening.

The thing should be change about a product or for the ordering service is time and price.

Minimumno. of peoples likes to order fast food and in which they prefer to eat waffles.

Peoples considered this as a time saving option to order food at home from the online food
delivery option.

40
 CHAPTER V:CONCLUSION

At last we can conclude that after getting number of responses from this survey we get to the
point that ordering food online is considered very suitable for adults as well as for childrens,we
found that it is a time saving and convenient mode. We can get our favorite food in a minimum
time span at home without any hassle

 OBJECTIVE 1 :- To identify the factors that influence the decision of

customer preferences towards restaurant.

At present era people rely more on fast food and street food as compare to food which is made at
home for making their eating habits simplerthere are some online delivery options and
application which are being there for peoples to just order in one click and conform their order at
any place and at any time.

The people can get instant service of food delivery and can have their meal at their home.

 OBJECTIVE 2:- To determine the most important factors that affect

consumer choice & preferences & satisfaction while ordering food at home.

Now a day’s peoples choose to eat fast food as compare to healthy food. They use available food
delivery applications to order their food, thus they considered this a very convenient way to get
their food whenever to have to.

 OBJECTIVE 3:- To study the opinion about the home delivery service.

Peoples becomes more familiar with delivery on online ordering option, they are choosing their
favorite restaurant& this is the brand they think of when they are ready to order again.

41
 BIBLOGRAPHY
1. PRIMARY DATA- survey method- structured survey method is going to be used to make a
formal list of questions which are going to be common to all respondents.

2. SECONDARY DATA

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42
 APPENDIX
LIST OF TABLES & FIGURES

Table (1.1 -1.7) Figure (1.1-1.7)

Table 1.1 Age profile of respondent Figure 1.1 Age profile of respondent

Table 1.2 How do you order food? Figure 1.2 How do you order food?

Table 1.3 Are you satisfied ordering Figure1.3 Are you satisfied ordering
online? online?

Table 1.4 Which mobile app you use for Figure 1.4 Which mobile app you use for
ordering food? ordering food?

Table 1.5 How often you like to order Figure 1.5 How often you like to order
food online food online

Table 1.6 What does your choice differ Figure1.6 What does your choice differ
while ordering food and at while ordering food and at
which time duration? which time duration?

Table 1.7 If you could change just one Figure 1.7 If you could change just one
thing about a product or thing about a product or
ordering services what would ordering services what would it
it be? be?

43
FORMAT OF QUESTIONNAIRE

1. NAME: *

Your answer

2. GENDER: *

 male
 female

3. AGEGROUP: *

 between 15-20
 between 20-22
 between 22-25
 between 25-30

4. EMAIL: *
Your answer

5. HOW DO YOU ORDER FOOD? *

 direct call to restaurant

 online portal
 mobile app
 direct walk in

6. ARE YOU SATISFIED ORDERING ONLINE? *

 satisfied
 highly satisfied
 dissatisfied
 highly dissatisfied

44
7. WHICH MOBILE APP OR ONLINE PORTAL YOU USE FOR THE MAXIMUM NO. OF
ORDERS? *

 food panda
 zomato
 swiggy
 uber eats

8. HOW OFTEN YOU LIKE TO ORDER FOOD ONLINE? *

 daily
 weekly
 twice a week
 weekends

9. WHAT DOES YOUR CHOICE DIFFER WHILE ORDERING FOOD AND AT WHICH
TIME DURATION? *

 morning
 evening
 afternoon
 night

10. IF YOU COULD CHANGE JUST ONE THING ABOUT A PRODUCT OR ORDERING
SERVICE WHAT WOULD IT BE? *

 price
 time
 location
 none

11. WHICH TYPE OF FOOD YOU LIKE TO ORDER?

Your answer

45
12. WHATIS YOUR PREFFERED CHOICE FOR FOOD ITEMS YOU ORDER?

Your answer

13. HOW MUCH DOES IT CONVENIENT USING ONLINE FOOD DELIVERY OPTION? *

Your answer

DATE *

46
47
48
49
50
 CERTIFICATE

Certification that the research project titled “To Study The Different Customers
Preferences While Ordering Food At Home In Delhi N.C.R.” is the bonafide
record of work carried out by Mayuri Singh NCHMCT Roll No. 1641301031(2016-19)for final
year B.Sc. Hospitality and Hotel Administration studying at Ashok Institute of Hospitality &
Tourism Management, ITDC, New Delhi.

_____________________

Research Coordinator

Place ___________ Date ______________

51