Applying Six Sigma (DMAIC) Methodology in Analysing Customer Dissatisfaction in Food Delivery Services: A Case Study on Zomato’s Festive Season Pricing and Rush Hour Impact
- Version
- Download 7
- File Size 1.40 MB
- File Count 1
- Create Date 28 January 2026
- Last Updated 28 January 2026
Applying Six Sigma (DMAIC) Methodology in Analysing Customer Dissatisfaction in Food Delivery Services: A Case Study on Zomato’s Festive Season Pricing and Rush Hour Impact
Mr. Ayush Kumar Jha, Student, MBA IVth Semester,
Dr. Gazala Yasmin Ashraf, Associate Professor,
Amity Business School, Amity University Chhattisgarh
Abstract:
In today's competitive era, customer satisfaction is key to the success of service-oriented
businesses, especially in food delivery services like Zomato. As food delivery services experience
high demand during peak hours, they face various challenges, such as delivery delays, price surges, and quality
instability, which can lead to customer dissatisfaction. This paper applies the Six Sigma (DMAIC methodology) to
identify critical factors contributing to customer dissatisfaction. The study also provides a deeper insight into how the Six
Sigma (DMAIC methodology) can optimize Zomato's service quality. By applying Six Sigma, this research offers
valuable insights into how process
improvements can enhance customer experience, increase operational efficiency, and sustain high service quality in
food delivery services like Zomato. It provides a structured approach to tackling rush-hour challenges and price
fluctuations.
Keywords:
Zomato, Six Sigma, DMAIC, delivery efficiency, rush hour, food quality, surge pricing customer satisfaction.
Download