FOOD DELIVERY CHALLENGES IN INDIA: A COMPARATIVE ANALYSIS OF SWIGGY AND ZOMATO

Authors:
Shibangini Ray¹, Vishnu Arjun², Vishal Kumar³, Yash Kumar Kabra⁴, Mueez Amhed Khan ⁵
Affiliation: Jain University
Research Paper Guide: Dr. P. Nandeeswara Rao
Assistant Professor, Department of Economics, Jain University
nandeeswara.rao@jainuniversity.ac.in
Email: 23bar02016@jainuniversity.ac.in , 23bmsr0156@jainuniversity.ac.in , 23bmsr0158@jainuniversity.ac.in , 23bmsr0324@jainuniversity.ac.in , 23bmsr0135@jainuniversity.ac.in

ABSTRACT

This study takes a close look at the problems online food delivery services run into in India, zooming in on Swiggy and Zomato. It relies on case studies, digging into everything from academic articles and industry reports to what real customers are saying online. The research mainly focuses on things like how efficiently food gets delivered, pricing tactics, customer satisfaction, gig workers’ conditions, and how these apps work with restaurants.

Turns out, Swiggy is a step ahead when it comes to delivery efficiency and logistics. Zomato, on the other hand, pulls ahead with its restaurant options and ways of keeping customers engaged. Still, both companies are in the same boat with a few big challenges—high running costs, heavy reliance on discounts, uneven service quality, and issues around their workforce.

In the end, Swiggy and Zomato have changed the way food delivery works in India, but their growth comes with a price. To keep building on their success, they need to think long-term: streamline their logistics, be upfront about pricing, improve customer service, and ensure better conditions for their gig workers. That's how they can keep growing and stay stable for the future.

KEYWORDS: Food Delivery, Swiggy, Zomato, Customer Satisfaction.