Consumer Preferences and Ordering Behaviour: A Comparative Analysis of Zomato and Swiggy Users

Authors

  • Shivangi Thakkar MBA, L.J. Institute of Management studies, LJ University
  • Darshan Shah MBA, L.J. Institute of Management studies, LJ University
  • Jignesh Vidani Assistant professor, L.J. institute of Management studies, LJ University

Keywords:

Consumer Preferences, Ordering Behavior, Online Food Delivery, Zomato, Swiggy, Comparative Analysis, User Satisfaction, Service Quality, Marketing Strategies, Customer Loyalty

Abstract

This study conducts a comparative analysis of consumer preferences and ordering behavior between users of Zomato and Swiggy, two prominent online food delivery platforms. Understanding consumer behavior in the context of these platforms is crucial due to their growing influence in the food service industry. The research employs a mixed-methods approach, combining quantitative surveys and qualitative interviews to gather comprehensive insights.

The quantitative phase involves surveying a diverse sample of Zomato and Swiggy users to identify patterns in their preferences, including factors influencing platform selection, food choices, delivery time expectations, and satisfaction levels. The qualitative phase delves deeper into the motivations behind these preferences, exploring user experiences, perceptions of service quality, and factors affecting loyalty and repeat usage.

The findings reveal nuanced differences between Zomato and Swiggy users in terms of their ordering behaviors, platform preferences, and satisfaction levels. Factors such as user interface, variety of restaurant choices, delivery speed, and promotional offers emerge as significant influencers in platform selection and user satisfaction.

This comparative analysis contributes to a better understanding of the distinct characteristics and preferences of Zomato and Swiggy users, providing valuable insights for both platforms to enhance their services and tailor offerings to meet consumer needs effectively. The study concludes by discussing implications for marketing strategies, service improvements, and opportunities for innovation within the online food delivery industry.

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Published

2024-04-18

How to Cite

Shivangi Thakkar, Darshan Shah, & Jignesh Vidani. (2024). Consumer Preferences and Ordering Behaviour: A Comparative Analysis of Zomato and Swiggy Users. Journal of Advanced Research in Service Management, 7(1), 14-20. Retrieved from https://adrjournalshouse.com/index.php/Journal-ServiceManagement/article/view/1953