Customer Satisfaction Towards Food Delivery Applications: A Study of Zomato and Swiggy

ABSTRACT The rapid development of digital technology and the increasing use of smartphones have significantly transformed the food service industry. Online food delivery applications have emerged as convenient platforms that allow customers to order food from restaurants and receive it at their preferred location. Among the various food delivery platforms available in India, Zomato and Swiggy have become two of the most widely used applications. The primary objective of this study is to examine customer satisfaction towards online food delivery services, particularly focusing on Zomato and Swiggy. The research analyses the factors that influence customer satisfaction, including delivery time, food quality, pricing, application usability, discounts, and customer service. Understanding these factors helps identify how these platforms meet customer expectations and where improvements can be made. Primary data for the study was collected through a structured questionnaire distributed among users of food delivery applications. Secondary data was collected from journals, research articles, and online resources related to the food delivery industry. The findings reveal that customers prefer food delivery apps because of their convenience, time-saving benefits, and wide range of food choices. However, certain issues such as high delivery charges and occasional delays may affect customer satisfaction. The study concludes that although Zomato and Swiggy have successfully revolutionized the food delivery market, maintaining consistent service quality, efficient delivery systems, and effective customer support is essential for improving customer satisfaction and strengthening long-term customer loyalty. Keywords: Customer Satisfaction, Online Food Delivery, Zomato, Swiggy, Consumer Behaviour, Service Quality