V3I5P137

Customer Satisfaction Towards Zomato Food Delivery Services in Bangalore 

Madan Kumar T S^1*, Darshan B M², Dr. Shekappa N Makkalgeri³

Abstract

The online food delivery industry in India has experienced rapid growth due to increasing smartphone usage, urbanization, digital payment adoption, and changing consumer lifestyles. Among the leading food delivery platforms, Zomato has emerged as a dominant player by offering convenient and technology-driven food delivery services. This research paper examines customer satisfaction towards Zomato food delivery services in Bangalore. The study focuses on identifying the major factors influencing customer satisfaction such as delivery time, food quality, app usability, customer support, pricing transparency, and promotional offers.

The study adopts a descriptive and analytical research design using both primary and secondary data sources. Primary data was collected from 65 respondents through a structured questionnaire. Statistical tools such as percentage analysis, correlation analysis, regression analysis, and Net Promoter Score (NPS) were used for data interpretation. The findings reveal that delivery time, order accuracy, app interface, and payment security significantly influence customer satisfaction and loyalty. However, customer support responsiveness and pricing transparency emerged as areas requiring improvement.

The research concludes that customer satisfaction is a key determinant of customer retention and repeat purchase behavior in the online food delivery sector. Recommendations such as improving customer support systems, enhancing pricing transparency, strengthening restaurant quality standards, and improving delivery communication are proposed to help Zomato maintain long-term customer loyalty and competitive advantage.

Keywords:

Customer Satisfaction, Zomato, Food Delivery, Online Food Ordering, Service Quality, Bangalore, Customer Loyalty, SERVQUAL