Antecedents of Customer Satisfaction towards Zomato : A Case Study using SERVQUAL Scale

Due to swift advancement and lifestyle of the people, there is transitional shift from traditional dine out to modern dine in for food. Many new food deliverers are offering theses services through online portal and one such famous deliverer is Zomato. Therefore, the study makes an attempt to analyse the customer satisfaction towards e-services offered by Zomato in Mangalore city, Karnataka state. SERVQUAL scale is employed for analyzing the e-service gaps comparing the expected service and perceived service quality. For the survey, 165 respondents’ responses were collected. The datawas run through SPSS software for analysis. Results of the study indicates that customers are satisfied with the e-service quality of Zomato in respect to “website or app design, reliability and responsiveness.” However, there is a service gap in security aspect and information aspect as theexpected mean is higher than perceived mean score. The study highlights the variables of SERVQUAL scale and gives the findings of Zomato companies’ gap analysis which will enable company to focus on enhancing service quality of those aspects which has negative gaps