A Study on Consumer Perception Towards Food Delivery App Zomato

Abstract The online food delivery industry in India has experienced significant transformation and growth, driven by increased urbanization, smartphone usage, and internet accessibility. Among the leading players, Zomato has emerged as a dominant force, revolutionizing how consumers interact with food services. This study aims to analyse consumer perception towards the Zomato food delivery application, focusing on the factors influencing user preferences and satisfaction. A descriptive research design was employed, using primary data collected through surveys from 100 respondents in the Bardoli region. The study evaluates various demographic segments, usage patterns, and feature preferences to uncover insights into consumer behaviour. Key variables considered include delivery speed, pricing, ease of use, promotional offers, and technological features such as real-time tracking and user interface. Findings indicate that Zomato is the preferred platform for the majority of users, particularly among the age group of 15–25 years. Discounts and offers emerged as the most valued feature, while social media played a pivotal role in influencing user awareness and perception. Additionally, cash on delivery (COD) remains the most popular payment method, though digital payments are rapidly gaining acceptance. Despite experiencing occasional delivery delays, users overall perceive Zomato’s services as time-efficient and convenient. The study accepts the null hypothesis, suggesting that while speed and convenience are important, consumer choices are shaped by a combination of factors, including brand familiarity, trust, and available features. This research contributes to a better understanding of consumer attitudes towards online food delivery and offers actionable insights for service improvement and strategic marketing.