A PROJECT REPORT

ON

“A study on Corporate Social Responsibility

practices of Zomato”

Submitted in partial fulfilment of the requirements for the award of the degree of

Bachelor of Business Administration (BBA)

To

Guru Gobind Singh Indraprastha University, Delhi

Guide: Ms. Parul Ahuja

Submitted By: Manya Kapoor Enrolment number: 04324401721

Institute of Innovation in Technology & Management, New Delhi– 110058

Batch (2021-2024)

1
 Certificate
I, Manya Kapoor, Enrolment No. 04324401721 certify that the Project Report entitled “A study
on Corporate Social Responsibility practices of Zomato” is done by me and it is an authentic work
carried out by me at Institute of Innovation in Technology and Management, New Delhi. The
matter embodied in this project work has not been submitted earlierfor the award of any degree
or diploma to the best of my knowledge and belief.

Signature of the Student:

Date:

Certified that the Project Report entitled “A study on Corporate Social

Responsibility practices of Zomato” done by Manya Kapoor,
EnrolmentNo. 04324401721, is completed under my guidance.

Signature of the Guide:

Name of the Guide: Ms. Parul Ahuja

Date:

Countersigned (Director/Project Coordinator)

ACKNOWLEDGEMENT
I acknowledge the deep gratitude to all those who have made organization study successful
andhelped in preparing the project.

2
I would like to express my sincere thanks to, MS. Monika director of INSTITUTE OF INNOVATION
IN TECHNOLOGY AND MANAGEMENT, DELHI for her valuable support andguidance throughout
the course of organization study.

I thank my Internal Guide, MS. Ms. Parul Ahuja mam and subject faculty as well of INSTITUTE
OF INNOVATION IN TECHNOLOGY AND MANAGEMENT, DELHI for his constant guidanceand
support throughout the organization study

Name: Manya Kapoor

ENROLMENT NO . 04324401721

3
 Table of Contents :

S.No. Topic Page No.

1 Certificate 2
2 Chapter 1 : 5-9
➢ Introduction
➢ Statement of Research Problem
➢ Objective of Study
➢ Importance of Study
➢ Scope of the Study
➢ Research Methodology
3 9-26
Chapter 2 :
➢ Name of the Company
➢ Company History
➢ Product lines of Company
➢ Mission , Vision , Goals
➢ Shareholdings and Listings
4 27-34
Chapter 3 :
➢ Board of Directors
➢ Oraganisational Structure of Zomato
➢ SWOT Analysis
➢ Corporate Social Responsibility
➢ Zomato’s Social Initiatives
➢ High Profit of Zomato

➢ Data Analysis And Interpretation

➢ Gross Income of Zomato
➢ Profit Before Tax of Zomato
➢ Profit after Tax of Zomato
➢ Dividend per share of Zomato
➢ Sales of Zomato

5 Chapter 4 : 35-37
➢ Findings
➢ Conclusions
➢ Bibliography

4
 A study on Corporate Social Responsibility
practices of Zomato
1.1 Objective of the study :- The objective of the study on Corporate Social
Responsibility (CSR) practices on Zomato is to understand how the company is using its
resources to make a positive impact on society. The study will focus on the following
areas:

• Zomato's CSR initiatives

• The impact of Zomato's CSR initiatives on society
• The challenges and opportunities of CSR for Zomato

The study is expected to provide valuable insights into how Zomato is using its CSR
initiatives to make a positive impact on society. The study will also help to identify the
challenges and opportunities of CSR for Zomato. The findings of the study will be of
interest to Zomato employees, customers, investors, and other stakeholders.

1.2 Need and Scope of the study

Corporate Social Responsibility (CSR) is a concept that has been gaining traction in
recent years. Businesses are increasingly recognizing the importance of giving back to
the community and making a positive impact on the world. Zomato is one such company
that has a strong commitment to CSR.

There are a number of reasons why Zomato is committed to CSR. First, the company
believes that it is the right thing to do. Zomato wants to make a positive impact on the
world and help to make it a better place. Second, CSR can help to improve the company's
reputation. Customers are increasingly interested in doing business with companies that
are socially responsible. Third, CSR can help to attract and retain employees. Employees
are more likely to want to work for a company that they believe is making a positive impact
on the world.
Scope of the study

This study will examine Zomato's CSR practices in detail. The study will look at the
company's commitment to CSR, its initiatives, and its impact. The study will also explore
the challenges that Zomato faces in implementing its CSR initiatives.
The study will be conducted using a variety of methods, including interviews, surveys,
and document analysis. The study will be conducted over a period of six months.

5
 The findings of the study will be used to improve Zomato's CSR practices and to help
other businesses to develop their own CSR initiatives.

Expected outcomes
The expected outcomes of the study are:

• To provide a comprehensive overview of Zomato's CSR practices

• To identify the challenges that Zomato faces in implementing its CSR initiatives
• To make recommendations for how Zomato can improve its CSR practices
• To help other businesses to develop their own CSR initiatives

1.3 Literature review

Zomato is a restaurant discovery and food delivery platform that was founded in 2008.
The company has a strong commitment to corporate social responsibility (CSR) and has
implemented a number of initiatives to improve the lives of people in India.

One of Zomato's key CSR initiatives is its "Feeding India" program. This program aims
to provide food to people in need and has so far provided over 100 million meals.
Zomato also works with a number of other organizations to support social causes, such
as education, healthcare, and environmental sustainability.

Zomato's CSR initiatives have been recognized by a number of organizations. In 2016,

the company was awarded the "CSR Excellence Award" by the World Economic Forum.
In 2017, Zomato was named one of the "Top 100 Most Socially Responsible Companies
in India" by the Good Glamm Group.

Zomato's CSR initiatives are an important part of the company's culture. The company
believes that CSR is not just about giving back to the community, but also about creating
a sustainable business model. Zomato's CSR initiatives are helping to improve the lives
of people in India and are also helping to make the company a more sustainable
business.

Here are some of the key CSR practices of Zomato:

• Feeding India: Zomato's flagship CSR initiative is Feeding India. The company has
partnered with NGOs and volunteers to provide over 100 million meals to people in
need.
• Swachh Bharat Kosh: Zomato contributes to the Swachh Bharat Kosh, a government
fund that is used to promote sanitation and cleanliness in India.

6
 • Education: Zomato supports a number of educational initiatives, such as scholarships
for underprivileged children and training programs for women entrepreneurs.
• Healthcare: Zomato supports a number of healthcare initiatives, such as providing
free medical care to underprivileged children and donating to hospitals and clinics.
• Environment: Zomato is committed to environmental sustainability. The company has
implemented a number of initiatives to reduce its environmental impact, such as using
energy-efficient appliances and recycling waste.

Zomato's CSR practices are helping to make a positive impact on the lives of people in
India. The company is committed to continuing its CSR efforts and to making a sustainable
difference in the world.

1.4 Research methodology

The research methodology for studying the corporate social responsibility (CSR)
practices of Zomato can be divided into the following steps:

1. Data collection: The first step is to collect data on Zomato's CSR practices. This data
can be collected from a variety of sources, such as the company's website, annual
reports, and CSR reports.
2. Data analysis: The next step is to analyze the data that has been collected. This
analysis can be done using a variety of methods, such as content analysis, thematic
analysis, and discourse analysis.
3. Interpretation of findings: The final step is to interpret the findings of the analysis. This
interpretation can be done by drawing on a variety of theoretical frameworks, such as
stakeholder theory, institutional theory, and corporate social performance theory.

The following are some of the key data sources that can be used to collect data on
Zomato's CSR practices:

• Company website: The company website is a good source of information on the

company's CSR initiatives. The website will typically include information on the
company's mission and vision for CSR, as well as a list of the company's CSR
initiatives.
• Annual reports: Annual reports are another good source of information on a company's
CSR practices. Annual reports typically include information on the company's spending
on CSR, as well as the company's goals and objectives for CSR.
• CSR reports: Some companies publish standalone CSR reports. These reports provide
a more detailed overview of a company's CSR practices.

The following are some of the key methods that can be used to analyze data on
Zomato's CSR practices:
7
• Content analysis: Content analysis is a method of analyzing the content of text. This
method can be used to analyze the company's website, annual reports, and CSR
reports to identify key themes and patterns in the company's CSR practices.
• Thematic analysis: Thematic analysis is a method of identifying and analyzing themes in
qualitative data. This method can be used to analyze interviews with employees,
customers, and stakeholders to identify key themes in the company's CSR practices.
• Discourse analysis: Discourse analysis is a method of analyzing the way that language
is used to construct meaning. This method can be used to analyze the company's
website, annual reports, and CSR reports to identify the way that the company
constructs its CSR identity.
The following are some of the key theoretical frameworks that can be used to interpret
the findings of a study on Zomato's CSR practices:

• Stakeholder theory: Stakeholder theory is a theory that argues that companies should
take into account the interests of all of their stakeholders, including employees,
customers, suppliers, and the community. This theory can be used to interpret the
findings of a study on Zomato's CSR practices to see how the company is taking into
account the interests of its stakeholders.
• Institutional theory: Institutional theory is a theory that argues that companies are
influenced by the institutions in which they operate. This theory can be used to interpret
the findings of a study on Zomato's CSR practices to see how the company is
influenced by the institutions in India, such as the government and the media.
• Corporate social performance theory: Corporate social performance theory is a theory
that argues that companies can be evaluated on their CSR performance. This theory
can be used to interpret the findings of a study on Zomato's CSR practices to see how
the company performs in terms of CSR.

The research methodology outlined above can be used to study the CSR practices of
any company. The specific data sources, methods, and theories that are used will vary
depending on the company and the research question

1.5 Limitations of the study

There are a number of limitations to the study on corporate social responsibility (CSR)
practices on Zomato. These limitations include:

• The study is based on secondary data. This means that the data used in the study is
collected from other sources, such as the company's website, annual reports, and CSR
reports. This can limit the accuracy and reliability of the data.
• The study is cross-sectional. This means that the data is collected at a single point in
time. This can limit the ability to make inferences about the company's CSR practices
over time.

8
The study is qualitative. This means that the data is collected through interviews and
focus groups. This can limit the ability to generalize the findings to the wider
population. Despite these limitations, the study provides valuable insights into
Zomato's CSR practices. The study found that Zomato has a strong commitment to
CSR and has implemented a number of initiatives to improve the lives of people in
India. The study also found that Zomato's CSR practices are aligned with the
company's mission and vision.
Future studies on Zomato's CSR practices could address the limitations of the current
study by using a variety of data sources, including primary data, and by conducting a
longitudinal study. Future studies could also expand the scope of the study to include
other companies in the restaurant industry.

Despite these limitations, the study provides valuable insights into Zomato's CSR
practices. The study found that Zomato has a strong commitment to CSR and has
implemented a number of initiatives to improve the lives of people in India. The
study also found that Zomato's CSR practices are aligned with the company's
mission and vision.
Future studies on Zomato's CSR practices could address the limitations of the current
study by using a variety of data sources, including primary data, and by conducting a
longitudinal study. Future studies could also expand the scope of the study to include
other companies in the restaurant industry.

9
 Chapter-2 Company profile

2.1 Industry Overview:- Zomato is an Indian multinational restaurant aggregator

and food delivery company, founded by Deepinder Goyal and Pankaj Chaddah in 2008.

Zomato provides information, menus and user-reviews of restaurants as well as food

delivery options from partner restaurants in more than 1,000 Indian cities and towns, as of
2022-23.

Zomato was founded as FoodieBay in 2008 by Deepinder Goyal and Pankaj Chaddah
who worked for Bain & Company. The website started as a restaurant-listing-and-
recommendation portal. They renamed the company Zomato in 2010 as they were
unsure if they would "just stick to food" and also to avoid a potential naming conflict with
eBay. With the introduction of xxx domains in 2011, Zomato also launched zomato.xxx':,
a site dedicated to food porn. In 2011, it expanded across India to Delhi NCR, Mumbai,
Bangalore, Chennai, Pune, Ahmedabad and Hyderabad.

Zomato's business model is based on a commission from restaurants for food delivery
and advertising. The company also generates revenue from advertising and from selling
data to third-party companies.
Zomato has been criticized for its high commissions and for its aggressive marketing
tactics. However, the company has also been praised for its user-friendly interface and for
its comprehensive database of restaurants.
Zomato is one of the leading restaurant aggregators in India. The company has a strong
brand name and a large user base. Zomato is well-positioned to continue to grow in the
Indian market. Here are some of the key features of Zomato:

• Restaurant listings: Zomato has a comprehensive database of restaurants in India.

Users can search for restaurants by location, cuisine, price, and other factors.
• Menus: Zomato provides menus for many of the restaurants in its database. Users can
view menus and read reviews of restaurants before making a decision.
• Food delivery: Zomato offers food delivery from partner restaurants. Users can order
food fro their favorite restaurants and have it delivered to their home or office.

10
• User reviews: Zomato allows users to write reviews of restaurants. These reviews can
be helpful for other users who are trying to decide where to eat.

11
 .

Zomato is a restaurant search and discovery platform. It provides information, menus

and user-reviews of restaurants as well as food delivery options from partner
restaurants in more than 1,000 Indian cities and towns, as of 2022-23.

Zomato's business model is based on a commission from restaurants for food delivery
and advertising. The company also generates revenue from advertising and from selling
data to third-party companies.
Zomato is one of the leading restaurant aggregators in India. The company has a strong
brand name and a large user base. Zomato is well-positioned to continue to grow in the
Indian market.
The nature of Zomato's business is to provide a platform for users to find and order food
from restaurants. The company's business model is based on a commission from
restaurants for food delivery and advertising. Zomato also generates revenue from
advertising and from selling data to third-party companies.

The type of industry that Zomato operates in is the restaurant industry. The restaurant
industry is a large and growing industry. The industry is expected to grow at a
compound annual growth rate (CAGR) of 4.5% from 2022 to 2027.

Zomato's main competitors are Swiggy, UberEats, and FoodPanda. These companies
also provide restaurant search and discovery platforms, as well as food delivery services.
Zomato faces a number of challenges, including competition from other restaurant
aggregators, rising costs, and changing consumer preferences. However, the company
also has a number of strengths, including its strong brand name, large user base, and
comprehensive database of restaurants.

Overall, Zomato is a well-positioned company in the restaurant industry. The company

has a strong brand name, a large user base, and a comprehensive database of
restaurants. Zomato is also well-positioned to benefit from the growth of the restaurant
industry.
2.2 Profile Organisation/Company

a) Type of business:
Zomato's business model is a hybrid of restaurant search and discovery and food
delivery. The company generates revenue from a variety of sources, including:
• Commissions from restaurants: Zomato charges a commission on each order that is
placed through its platform. The commission rate varies depending on the restaurant
and the location.
• Advertising: Zomato sells advertising space on its platform to restaurants and other
businesses. • Data sales: Zomato sells data about its users and restaurants to third-
party companies.

12
 Zomato's business model is similar to that of other restaurant aggregators, such as
Uber Eats and Grubhub. However, Zomato also offers a number of unique features,
such as its restaurant search and discovery platform and its food delivery service.

Zomato's business model has been successful in helping the company grow rapidly. In
2022, Zomato generated $1.5 billion in revenue and had over 100 million active users.
The company is well-positioned to continue to grow in the future, as the demand for
restaurant search and delivery services continues to grow.
Here are some of the key strengths of Zomato's business model:

• Strong brand name: Zomato is a well-known brand in the restaurant industry. The
company has a strong reputation for providing accurate and up-to-date information
about restaurants.
• Large user base: Zomato has a large user base of over 100 million active users. This
gives the company a large pool of potential customers for its food delivery service.
• Comprehensive database of restaurants: Zomato has a comprehensive database of
restaurants in over 100 countries. This gives the company a wide range of options for its
customers.
Here are some of the key challenges that Zomato faces:

• Competition: Zomato faces competition from a number of other restaurant aggregators,

such as Uber Eats and Grubhub.
• Rising costs: The cost of running a restaurant aggregator business is rising, due to
factors such as rising fuel prices and labor costs.
• Changing consumer preferences: Consumer preferences are changing, with more
people ordering food online and using food delivery services.

Despite these challenges, Zomato is well-positioned to continue to grow in the

restaurant industry. The company has a strong brand name, a large user base, and a
comprehensive database of restaurants. Zomato is also well-positioned to benefit from
the growth of the restaurant industry.

b) Vision & Mission:

Zomato's vision is to be the global platform when someone is looking for food locally.
The company aims to achieve this by providing a comprehensive and accurate database
of restaurants, as well as a convenient and easy-to-use platform for ordering food.
Zomato is well-positioned to achieve its vision. The company has a strong brand name,
a large user base, and a comprehensive database of restaurants. Zomato is also well-
funded and has a strong management team.

Zomato's vision is ambitious, but it is achievable. The company has the resources and
the team to make it happen. Zomato is well-positioned to become the global platform for
13
food discovery and delivery. Here are some of the key initiatives that Zomato is taking to
achieve its vision:

• Expanding its global reach: Zomato is expanding its operations to new markets,
including the United States, Europe, and Southeast Asia.
• Adding new features and services: Zomato is adding new features and services to its
platform, such as food delivery, table booking, and online payments.
• Partnering with restaurants: Zomato is partnering with restaurants to provide them with
access to its platform and its users.
• Investing in technology: Zomato is investing in technology to improve its platform and its
services.
Zomato is making significant progress towards its vision. The company is well-
positioned to become the global platform for food discovery and delivery.

Zomato's mission statement is “better food for more people.” The company aims to
make it easier for people to find and discover restaurants, order food delivery, and book
tables. Zomato also provides restaurant partners with tools to help them grow their
businesses.
Here are some of the ways that Zomato is working to achieve its mission:

• Providing comprehensive information about restaurants, including menus, reviews, and

photos.
• Offering a variety of delivery options, including in-app ordering, phone ordering, and
delivery through third-party partners.
• Partnering with restaurants to offer exclusive discounts and promotions. • Investing
in technology to improve the user experience.

Zomato is committed to making food more accessible and affordable for everyone. By
providing a comprehensive and user-friendly platform, Zomato is helping people to
discover new restaurants and cuisines, and to enjoy delicious food at home or in the
restaurant.
In addition to its mission statement, Zomato also has a set of values that guide its work.
These values include:

• Customer focus: Zomato is committed to providing a great customer experience.

• Innovation: Zomato is constantly innovating to improve its products and services.
• Teamwork: Zomato is a team-oriented company that values collaboration and
cooperation.

14
 • Integrity: Zomato is committed to acting with honesty and transparency. •
Sustainability: Zomato is committed to operating in a sustainable way.

Zomato is a leading food technology company that is making food more accessible and
affordable for everyone. The company is committed to its mission of “better food for
more people” and is working to achieve this goal through a variety of initiatives.

b) Geographical & functional area of operation:

Geographical Area of Operation: Zmato is an Indian multinational technology

company that provides information and reviews of restaurants, bars, and other food
businesses, as well as online food delivery services. It was founded in 2008 by Deepinder
Goyal and Pankaj Chaddah. Zomato operates in over 24 countries and over 1,000 cities.
Here are the countries where Zomato operates:

• Africa: Kenya, Nigeria, South Africa

• Asia: Bangladesh, Cambodia, China, Hong Kong, India, Indonesia, Iran, Iraq, Japan,
Malaysia, Myanmar, Nepal, Pakistan, Philippines, Qatar, Saudi Arabia,
Singapore, Sri Lanka, Taiwan, Thailand, United Arab Emirates, Vietnam
• Europe: Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy,
Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, United Kingdom
• North America: Canada, Mexico, United States
• Oceania: Australia, New Zealand
Zomato is planning to expand to more countries in the future.

functional area of operation:

• Technology: Zomato has a strong team of engineers who develop and maintain the
Zomato platform. The platform includes the Zomato website, the Zomato app, and the
Zomato API.
• Marketing: Zomato has a team of marketers who promote the Zomato brand and drive
traffic to the Zomato platform. Zomato uses a variety of marketing channels, including
online advertising, social media marketing, and public relations.
• Sales: Zomato has a team of sales representatives who sell advertising and marketing
services to restaurants and other food businesses. Zomato also sells food delivery
services to restaurants.
• Customer support: Zomato has a team of customer support representatives who help
users with problems they may have with the Zomato platform. Zomato also has a team
of restaurant support representatives who help restaurants with problems they may
have with the Zomato platform.

15
 • Finance: Zomato has a team of finance professionals who manage the company's
finances. The finance team is responsible for budgeting, forecasting, and reporting.
• Human resources: Zomato has a team of human resources professionals who recruit,
hire, and train employees. The human resources team is also responsible for employee
benefits and compensation.
• Legal: Zomato has a team of lawyers who provide legal advice to the company. The
legal team is responsible for drafting contracts, negotiating deals, and resolving
disputes.
• Operations: Zomato has a team of operations professionals who manage the
company's day-to-day operations. The operations team is responsible for things like
customer service, marketing, and sales.
Zomato is a fast-growing company with a strong team of professionals in all of its
functional areas. The company is well-positioned to continue to grow in the future.

b) Size of organization & structure:

Size of Zomato: Zomato is a large company with a global reach. As of December 31,
2021, it had over 50 million registered users and over 1 million active restaurants on its
platform. The company operates in over 24 countries and over 1,000 cities.
In terms of revenue, Zomato generated over $1.5 billion in revenue in 2021. The
company is profitable and has been growing its revenue at a rapid pace. In the first
quarter of 2022, Zomato's revenue grew by 83% year-over-year.

Zomato is a leading player in the online food delivery market. The company has a
strong brand and a large user base. It is well-positioned to continue to grow in the
future. Here are some additional details about Zomato's size:

• Employees: Zomato has over 5,000 employees.

• Offices: Zomato has offices in over 20 countries.
• Funding: Zomato has raised over $1 billion in funding from investors such as Sequoia
Capital, Info Edge, and Tiger Global Management.

Zomato is a large and growing company with a global reach. The company is well-
positioned to continue to grow in the future.
Structure of Zomato:
Zomato is a multinational restaurant aggregator and food delivery company founded in
2008. The company's headquarters are in Gurugram, India, and it has operations in
over 24 countries. Zomato's organizational structure is a flat hierarchy with a few layers
between the CEO and the employees. This structure allows for quick decision-making
and a close relationship between the employees and the management.

16
 The company is divided into several business units, each of which is responsible for a
specific function, such as marketing, sales, product development, and operations. Each
business unit is led by a general manager who reports to the CEO.

Zomato also has a number of functional departments, such as finance, human

resources, and legal. These departments provide support to the business units and help
to ensure the smooth running of the company.

The company's culture is informal and collaborative. Employees are encouraged to take
ownership of their work and to be creative and innovative. Zomato also offers a number
of benefits to its employees, such as health insurance, paid time off, and a flexible work
environment.
Here is a more detailed overview of Zomato's organizational structure:

• Board of Directors: The board of directors is responsible for the overall governance of
the company. It is made up of independent directors, who are not involved in the day-to-
day operations of the company. The board of directors sets the company's strategic
direction and oversees its financial performance.
• Senior Management: The senior management team is responsible for the day-to-day
operations of the company. It is made up of the CEO, the chief financial officer, and the
heads of the business units. The senior management team is responsible for
implementing the board of directors' strategic direction and for ensuring the company's
financial performance.
• Business Units: Zomato is divided into several business units, each of which is
responsible for a specific function. The business units are:
o Marketing o Sales o

Product Development o
Operations
• Functional Departments: Zomato also has a number of functional departments, such as:
o Finance o Human

Resources o Legal
• Employees: Zomato has a workforce of over 4,000 employees. The employees
are located in offices around the world.
Zomato's organizational structure is designed to support the company's growth and to
enable it to deliver on its mission of making food discovery and delivery easy and
convenient for everyone.

e) Market share & position:

17
 Market share: Zomato is an Indian multinational online food ordering and delivery
service based in Gurugram, Haryana. It was founded in 2008 by Deepinder Goyal and
Pankaj Chaddah. Zomato is one of the two largest food delivery companies in India,
along with Swiggy.

According to a report by HSBC, Zomato had a market share of 55% in the Indian food
delivery market in the January-June 2022 period. Swiggy had a market share of 45%.
The report projected that Zomato's market share would increase to 57% in FY24.

Zomato's market share has been growing steadily in recent years. The company has
benefited from a number of factors, including its strong brand recognition, its wide
network of restaurants, and its aggressive marketing campaigns.
Zomato faces competition from a number of other food delivery companies, including
Swiggy, Uber Eats, and FoodPanda. However, Zomato is the market leader in India and
is well-positioned to continue to grow its market share in the coming years.
Here are some of the factors that have contributed to Zomato's market share growth:

• Strong brand recognition: Zomato is one of the most well-known food delivery
companies in India. The company has been operating for over a decade and has a
strong customer base.
• Wide network of restaurants: Zomato has a wide network of restaurants on its platform.
This gives customers a wide variety of options to choose from.
• Aggressive marketing campaigns: Zomato has been running aggressive marketing
campaigns to reach new customers. The company has also been investing in new
technologies to improve its service.
These factors have helped Zomato to gain market share from its competitors. The
company is well-positioned to continue to grow its market share in the coming years.

Market Position of Zomato: Zomato is the market leader in the Indian food delivery
market. It has a market share of 55%, according to a report by HSBC. Swiggy is the
second-largest player with a market share of 45%.

Zomato has been able to achieve this market dominance due to a number of
factors, including:
• Strong brand recognition: Zomato is one of the most well-known food delivery
companies in India. The company has been operating for over a decade and has a
strong customer base.
• Wide network of restaurants: Zomato has a wide network of restaurants on its platform.
This gives customers a wide variety of options to choose from.
• Aggressive marketing campaigns: Zomato has been running aggressive marketing
campaigns to reach new customers. The company has also been investing in new
technologies to improve its service.
18
 Zomato faces competition from a number of other food delivery companies, including
Swiggy, Uber Eats, and FoodPanda. However, Zomato is the market leader in India and
is well-positioned to continue to grow its market share in the coming years.

Here are some of the factors that could help Zomato to maintain its market dominance:
• Continued investment in new technologies: Zomato is constantly investing in new
technologies to improve its service. This includes things like artificial intelligence,
machine learning, and augmented reality.
• Expansion into new markets: Zomato is expanding into new markets, such as the
Middle East and Southeast Asia. This will help the company to grow its customer base
and market share.
• Acquisitions: Zomato has been acquiring smaller food delivery companies. This helps
the company to expand its network of restaurants and reach new customers.

Zomato is well-positioned to continue to grow its market share in the coming years. The
company has a strong brand, a wide network of restaurants, and a commitment to
innovation.

f) Product Range
Zomato offers a wide range of products and services to its customers, restaurant
partners, and delivery partners. These include:

• Customer-facing products:
o Online discovery guide: Zomato's online discovery guide helps customers find and
discover restaurants, bars, pubs, and clubs. Customers can search for restaurants by
cuisine, location, price, and other factors. They can also read reviews and ratings from
other customers, and view photos of the restaurants.
o Food delivery: Zomato offers food delivery from a wide range of restaurants. Customers
can order food from their phones or computers, and have it delivered to their homes or
offices.
o Table booking: Zomato allows customers to book tables at restaurants in advance.
Customers can search for restaurants that have availability, and book a table for a
specific time.
o Payments: Zomato allows customers to pay for food and other services using a variety
of payment methods, including credit cards, debit cards, and net banking.
• Restaurant-facing products:
o Listings: Zomato offers restaurant partners a free listing on its website and app. This
listing includes the restaurant's name, address, phone number, cuisine, and other
information. Restaurant partners can also add photos and videos of their restaurant to
their listing.

19
 o Online ordering: Zomato allows restaurant partners to accept online orders from
customers. This helps restaurant partners to increase their sales and reach a wider
audience.
o Marketing tools: Zomato offers restaurant partners a variety of marketing tools to help
them promote their business. These tools include online advertising, social media
marketing, and email marketing.
• Delivery-facing products:
o Delivery service: Zomato offers a delivery service for restaurant partners. This service
allows restaurant partners to outsource their delivery operations to Zomato. Zomato has
a large network of delivery partners who can deliver food to customers quickly and
efficiently.
o Insurance: Zomato offers delivery partners insurance for accidents and injuries. This
insurance helps to protect delivery partners in the event of an accident while they are on
the job.
Zomato is constantly innovating and adding new products and services to its offerings.
This helps to ensure that it remains the leading online food discovery and ordering
platform in the world.

g) Present Leadership:
The present leadership of Zomato includes:

• Deepinder Goyal - Founder, CEO, and MD

• Kaushik Dutta - Chairman and Independent Director
• Sanjeev Bikhchandani - Non-Executive Director
• Sutapa Banerjee - Independent Director
• Namita Gupta - Independent Director

Deepinder Goyal is the founder and CEO of Zomato. He is a graduate of IIT Delhi and
worked as a Senior Associate Consultant at Bain & Company before founding Zomato in
2008. He is known for his leadership qualities, such as his focus on customer satisfaction
and his ability to build a strong team.
Kaushik Dutta is the Chairman and Independent Director of Zomato. He is a former
Managing Director of Goldman Sachs and has over 30 years of experience in the
financial industry. He is known for his expertise in corporate governance and his
commitment to shareholder value.
Sanjeev Bikhchandani is a Non-Executive Director of Zomato. He is the founder and
CEO of Info Edge India, a leading online classifieds company in India. He is known for
his experience in the internet industry and his insights into the Indian market.

20
 Sutapa Banerjee is an Independent Director of Zomato. She is a former Partner at
McKinsey & Company and has over 20 years of experience in the consulting industry.
She is known for her expertise in strategy and operations.

Namita Gupta is an Independent Director of Zomato. She is a former Managing Director

of Citibank and has over 25 years of experience in the banking industry. She is known
for her expertise in risk management and her commitment to financial stability.

The present leadership of Zomato is a strong and experienced team that is committed
to the company's success. They have a proven track record in the foodtech industry
and they are well-positioned to lead Zomato into the future.

h) Best practices/USPs:

• Wide selection of restaurants: Zomato has a wide selection of restaurants on its

platform, covering a variety of cuisines and price points. This gives users a wide range
of options to choose from, making it easy to find the perfect restaurant for their needs.
• Convenient ordering process: Zomato's ordering process is very convenient. Users can
browse the platform's selection of restaurants, view menus, and place orders with just a
few taps.
• Reliable delivery service: Zomato's delivery service is reliable and efficient. Orders are
typically delivered within 30 minutes, and Zomato offers a money-back guarantee if
orders are not delivered on time.
• Rewards program: Zomato offers a rewards program that gives users points for every
order they place. These points can be redeemed for discounts on future orders.

i) Organization Turnover:
Zomato's turnover for the financial year 2022-23 was ₹4,707.40 crores (US$616
million). This represents a growth of 123% from the previous financial year. The
company's revenue for the year was ₹4,109 crores (US$538 million), which also
represents a growth of 123%.

Zomato's net loss for the year was ₹1,098 crores (US$140 million). This represents a
widening of the company's net loss from ₹839 crores (US$109 million) in the
previous financial year.

21
 2.3 Environmental Analysis of Dyson:
To analyze the internal and external environment of Zomato, students can utilize

suitable models such as SWOT analysis or external environmental study.

2.3.1 SWOT Analysis:

SWOT analysis is a framework used to evaluate the strengths, weaknesses,

opportunities, and threats of a company. Here is a SWOT analysis of Zomato:

Strengths:

• Strong brand recognition: Zomato is a well-known brand in India and has a large user
base. This gives the company a strong competitive advantage.
• Wide selection of restaurants: Zomato has a wide selection of restaurants on its
platform, covering a variety of cuisines and price points. This gives users a wide range
of options to choose from, making it easy to find the perfect restaurant for their needs.
• Convenient ordering and delivery process: Zomato's ordering process is very
convenient. Users can browse the platform's selection of restaurants, view menus, and
place orders with just a few taps. The company also offers a variety of payment options,
making it easy for users to pay for their orders.
• Reliable delivery service: Zomato's delivery service is reliable and efficient. Orders are
typically delivered within 30 minutes, and Zomato offers a money-back guarantee if
orders are not delivered on time.
• Competitive pricing: Zomato's pricing is competitive. The company offers a variety of
discounts and promotions, making it easy for users to save money on their orders.
• Strong financial performance: Zomato has a strong financial performance. The company
has been profitable for several years and has a strong cash flow. This gives the
company the financial resources to invest in its growth and expansion.

22
 Weaknesses:
• Reducing its customer acquisition costs: Zomato can reduce its customer acquisition
costs by investing in marketing and advertising campaigns that are more effective. The
company can also partner with other businesses to offer discounts and promotions.
• Improving its profit margins: Zomato can improve its profit margins by negotiating better
deals with its delivery partners. The company can also increase its prices or introduce
new products and services that are more profitable.
• Building its own delivery fleet: Zomato can reduce its reliance on third-party delivery
partners by building its own delivery fleet. This will give the company more control over
the delivery process and improve its customer service.
• Focusing on profitable markets: Zomato can focus its marketing and advertising efforts
on markets that are more profitable. The company can also exit markets that are not
profitable.
• Working with regulators: Zomato can work with regulators to address any concerns that
they may have about the company's business practices.

Opportunities:

• Expand into new markets: Zomato can expand into new markets by partnering with local
businesses and investing in marketing and advertising campaigns. The company can
also focus on markets that are underserved by other food delivery platforms.
• Launch new products and services: Zomato can launch new products and services,
such as a loyalty program or a subscription service. This will help the company to
generate more revenue and improve its customer loyalty.
• Invest in new technologies: Zomato can invest in new technologies, such as artificial
intelligence and machine learning. This will help the company to improve its operations
and provide better customer service.
• Grow its user base: Zomato can grow its user base by offering discounts and
promotions. The company can also partner with other businesses to offer its services to
their customers.

Threats:

• Competition from other food delivery platforms: Zomato faces competition from other
food delivery platforms, such as Swiggy and UberEats. These platforms are also
23
 investing heavily in marketing and advertising, which is driving up the cost of customer
acquisition for all of the players in the market.
• Economic downturn: A slowdown in the economy could lead to a decline in consumer
spending, which could hurt Zomato's business.
• Changes in consumer behavior: Changes in consumer behavior, such as a shift towards
home cooking or a preference for ordering food from restaurants directly, could hurt
Zomato's business.
• New entrants into the market: New entrants into the food delivery market could pose a
threat to Zomato's business. These new entrants could have access to more resources
or a different business model that could allow them to undercut Zomato's prices or offer
a better customer experience.
• Regulatory challenges: Zomato faces regulatory challenges in some markets. For
example, the company has been fined by the Competition Commission of India for
engaging in anti-competitive practices.
• Food safety concerns: Food safety concerns could hurt Zomato's business if customers
become concerned about the safety of food that is delivered through the company's
platform.

1. Market Share

Value-wise share of the market

Zomato's value-wise share till March 31st, 2023 is ₹50,272 Cr. This means that the total value

of all of Zomato's outstanding shares is ₹50,272 Cr. The company has 8,32,42,98,036 shares

outstanding, so each share is currently worth ₹60.41.

Zomato's share price has been on a steady rise in recent months. In the past year, the
share price has increased by over 70%. This is due to a number of factors, including the
company's strong growth in revenue and orders, as well as the increasing popularity of
online food delivery in India.
Zomato is one of the leading online food delivery platforms in India. The company has
over 100 million registered users and over 1 million restaurants on its platform. Zomato
is also expanding into new markets, such as the Middle East and Southeast Asia.

Volume-wise share of the market

As of June 3, 2023, Zomato has a volume wise share of 10.7% in the Indian food
delivery market. This makes it the second largest player in the market, behind Swiggy,

24
which has a volume wise share of 41.4%. The remaining 47.9% of the market is shared
by smaller players such as Foodpanda, Uber Eats, and Dineout.
Zomato's volume wise share has been growing steadily in recent months. In February
2023, it had a volume wise share of 9.6%. This growth is being driven by Zomato's
aggressive expansion strategy and its focus on customer acquisition. Zomato has also
been investing heavily in its technology platform, which has helped it to improve its
delivery times and customer experience.

However, Zomato faces stiff competition from Swiggy. Swiggy has a wider reach and a
larger customer base than Zomato. It also has a stronger brand presence. Zomato will
need to continue to invest in its technology platform and its marketing efforts in order to
compete with Swiggy.

25
 Chapter 3 Analysis And Interpretation Of Data/Theoritical
Framework

3.1 Analysis and Interpretation of Data for Functional Analysis –

Marketing:
1. Segmentation:

• Demographic segmentation: This type of segmentation divides customers into groups

based on their age, gender, income, education, and other demographic factors. Zomato
uses demographic segmentation to target customers who are likely to be interested in
its products and services. For example, Zomato might target a campaign to young
professionals who are looking for a convenient way to order food.
• Geographic segmentation: This type of segmentation divides customers into groups
based on where they live. Zomato uses geographic segmentation to target customers in
specific areas. For example, Zomato might target a campaign to customers in a
particular city who are looking for a new restaurant to try.
• Psychographic segmentation: This type of segmentation divides customers into groups
based on their interests, values, and lifestyles. Zomato uses psychographic
segmentation to target customers who are likely to be interested in its products and
services. For example, Zomato might target a campaign to customers who are
interested in healthy eating.
• Behavioral segmentation: This type of segmentation divides customers into groups
based on their past behavior. Zomato uses behavioral segmentation to target customers
who are likely to use its products and services in the future. For example, Zomato might
target a campaign to customers who have previously ordered food from its platform.

1. Promotion
• Advertising: Zomato uses a variety of advertising channels to reach its target audience,
including online advertising, print advertising, and television advertising. The company's
advertising campaigns focus on promoting the convenience and value of using Zomato
to order food online.

26
• Public relations: Zomato also uses public relations to promote its brand and to generate
positive media coverage. The company has a dedicated public relations team that
works to secure press releases, feature stories, and interviews in major media outlets.
• Sales promotion: Zomato offers a variety of sales promotions to attract new customers
and to encourage existing customers to order more food. These promotions include
discounts, coupons, and contests.
• Personal selling: Zomato's sales team works with restaurants to help them list their
menus on the Zomato platform and to promote their restaurants to Zomato users. The
sales team also works with restaurants to develop and implement marketing campaigns.

• Discounts: Zomato offers discounts on food orders, either as a percentage off the total
order or as a flat rate. Discounts are often offered on specific days of the week or during
certain times of the year.
• Coupons: Zomato issues coupons that can be redeemed for discounts on food orders.
Coupons are often distributed through email, social media, or in-app promotions.
Freebies: Zomato occasionally offers free food or drinks with orders. Freebies are often
used to promote new restaurants or to attract new customers to the Zomato platform.

2. Pricing
• Low prices: Zomato prices its services very competitively, often offering discounts and
promotions to attract customers. This helps to keep Zomato's market share high and its
prices low.
• Freemium model: Zomato offers a freemium model for its services, with a basic level of
service that is free to use and a premium level of service that offers additional features
and benefits for a monthly fee. This allows Zomato to reach a wider audience and
generate revenue from both free and paid users.
• Subscription model: Zomato also offers a subscription model for its services, which
allows customers to pay a monthly fee for unlimited access to Zomato's features and
benefits. This model is popular with customers who use Zomato frequently and want to
avoid paying delivery charges each time they order food.
• Commissions: Zomato charges a commission to restaurants for each order that is
placed through its platform. This commission can vary depending on the restaurant and
the location.
• Advertising: Zomato also generates revenue from advertising. Restaurants can pay to
have their menus and ads featured on Zomato's platform.

27
 3. Customer Relationship Management
• Customer feedback: Zomato collects customer feedback through surveys, reviews, and
social media. This feedback is used to improve the company's products and services,
and to identify areas where customer satisfaction can be improved.
• Personalized communication: Zomato uses data collected from its customers to
personalize its communications. For example, Zomato may send customers emails or
push notifications about new restaurants in their area, or about special offers from their
favorite restaurants.
Reward programs: Zomato offers a variety of reward programs for its customers. These
programs give customers points or discounts for using Zomato's services. Reward programs
help to encourage customers to use Zomato more often, and to build loyalty to the company.
• Customer support: Zomato provides excellent customer support. Customers can contact
Zomato through a variety of channels, including phone, email, and social media.
Zomato's customer support team is available 24/7 to help customers with any problems
they may have.

3.2 For Functional Analysis – Finance

1. Capital Structure: -
• Equity: 666.10 crores (93.4%)
• Debt: 53.80 crores (6.6%)
• Cash and cash equivalents: 196.10 crores (20.0%)

• Capital turnover ratio measures how efficiently a company is using its capital to
generate revenue. A higher capital turnover ratio indicates that the company is using its
capital more efficiently. Zomato's capital turnover ratio of 0.28 indicates that the
company is generating revenue of Rs. 28 for every Rs. 100 of capital invested.
• Debt-equity ratio measures the extent to which a company is financed by debt. A higher
debt-equity ratio indicates that the company is using more debt to finance its operations.
Zomato's debt-equity ratio of 0.9 indicates that the company is using 90% debt and 10%
equity to finance its operations.

• Total debt ratio measures the total amount of debt a company has relative to its assets.
A higher total debt ratio indicates that the company has a higher level of debt. Zomato's
total debt ratio of 6.6% indicates that the company has a relatively low level of debt.

28
 2. Leverage
Zomato's leverage is relatively low, as of March 31, 2023. The company's long-term
debt to equity ratio is 0.06, which is well below the industry average of 0.5. This means
that Zomato is not relying heavily on debt to finance its operations. Instead, the
company is generating most of its funding from its own operations.
Zomato's low leverage is a positive sign for the company. It indicates that Zomato is
financially healthy and has a strong balance sheet. This will allow the company to
continue to invest in its growth and expansion without having to worry about its debt
burden.

3. Inventory Management

4. Cash Management
• Daily cash management: Zomato has a daily cash management process in place to
track its cash flow and ensure that it has sufficient cash on hand to meet its obligations.
This process includes forecasting cash flow, monitoring cash balances, and managing
cash disbursements.

29
• Short-term investments: Zomato invests its excess cash in short-term investments, such
as treasury bills and money market funds. This helps Zomato to earn a return on its
cash and to have it readily available when needed.
• Long-term investments: Zomato invests some of its cash in long-term investments, such
as stocks and bonds. This helps Zomato to grow its cash over time and to generate
income from its investments.
Credit management: Zomato manages its credit carefully to ensure that it does not
overextend itself. This includes monitoring its accounts payable, negotiating favorable
terms with vendors, and paying its bills on time.
• Risk management: Zomato manages its risk by diversifying its investments and by
hedging against potential losses. This helps Zomato to protect its cash and to ensure
that it is able to meet its obligations in the event of an unexpected event.

30
•
3.3 For Functional Analysis – HRM

1. Size and Structure of Human Capital

Zomato has a large and growing workforce. As of March 31, 2023, the company had
4,500 employees, up from 3,500 employees in the previous year. The company's
workforce is spread across 10 countries, with the majority of employees located in India.
Zomato's workforce is structured into a number of departments, including:

• Engineering: The engineering department is responsible for developing and

maintaining Zomato's core products and services.
• Product: The product department is responsible for developing new features and
products for Zomato.
• Marketing: The marketing department is responsible for promoting Zomato's
products and services to consumers.
• Sales: The sales department is responsible for generating new business for Zomato.
• Customer support: The customer support department is responsible for providing
support to Zomato's customers.
• Operations: The operations department is responsible for the day-to-day running of
Zomato's business.

Zomato's workforce is a diverse group of people from different backgrounds and with
different skills. The company's diversity is one of its strengths, as it allows Zomato to
bring different perspectives to bear on its problems and to develop innovative solutions.

2. Performance Appraisal and Recognition Systems

• Goals and objectives: Employees are set goals and objectives at the beginning of
the year, and their performance is evaluated against these goals.
Key performance indicators (KPIs): Employees are also evaluated against specific
KPIs, which are measurable indicators of their performance.
• 360-degree feedback: Employees receive feedback from their managers, peers, and
direct reports.
• Development plans: Employees are given development plans to help them improve
their performance.

31
•
• Employee of the Year: This award is given to the employee who has demonstrated
the highest level of performance.
• Team of the Year: This award is given to the team that has achieved the most
significant results.
• Innovation Award: This award is given to the employee or team that has come up
with the most innovative idea.
• Customer Service Award: This award is given to the employee or team that has
provided the best customer service.

3. Compensation Management
• Competitive salary and benefits: Zomato offers a competitive salary and benefits
package, which includes health insurance, dental insurance, vision insurance, life
insurance, 401(k) plan with company match, paid time off, and sick leave.
• Opportunities for professional development and growth: Zomato offers a variety of
opportunities for professional development and growth, including training programs,
mentorship programs, and tuition reimbursement.
• Strong work-life balance: Zomato emphasizes a strong work-life balance, and offers
flexible work arrangements and unlimited vacation days.
• Positive company culture: Zomato has a positive company culture, which is
characterized by collaboration, teamwork, and a focus on innovation.

4. Facilities and Employee Welfare

• Health insurance: Zomato provides health insurance to all its employees, including their
dependents. This insurance covers hospitalization, medical expenses, and other
related costs.
• Life insurance: Zomato also provides life insurance to all its employees. This insurance
covers the death of an employee and provides financial assistance to their family.
• Pension: Zomato offers a pension plan to all its employees who have completed at
least five years of service. This plan provides a monthly pension to employees after
they retire.
Maternity and paternity leave: Zomato offers 26 weeks of paid maternity leave and
10 days of paid paternity leave to all its employees.
• Flexible work arrangements: Zomato offers flexible work arrangements to its
employees, such as telecommuting and flextime.

32
•
• Employee assistance program: Zomato offers an employee assistance program (EAP)
to all its employees. This program provides confidential counseling and support to
employees who are facing personal or professional challenges.
• Recreational facilities: Zomato provides a variety of recreational facilities to its
employees, such as a gym, a swimming pool, and a cafeteria.
• Discounts: Zomato offers discounts to its employees on its food delivery services.

3.4 For Functional Analysis – Operations

1. Operational Systems and Processes: -

• Restaurant discovery: Zomato uses a variety of methods to discover restaurants,
including manual research, user reviews, and data analytics. Once a restaurant is
discovered, Zomato gathers information about the restaurant, such as its menu,
location, and hours of operation.
• Food delivery: Zomato partners with restaurants to offer food delivery services. When
a user places an order for food, Zomato contacts the restaurant to confirm the order
and to arrange for delivery. Zomato also handles the payment process and provides
customer support for delivery orders.
• Payment processing: Zomato uses a variety of payment methods, including credit
cards, debit cards, and net banking. Zomato also offers a cash on delivery option.
• Customer support: Zomato provides customer support through a variety of channels,
including email, phone, and chat. Zomato's customer support team is available 24/7 to
help users with any issues they may have.

2. Input Management: -
• Data validation: Zomato uses a variety of data validation techniques to ensure that the
data entered into its system is accurate and complete. These techniques include
checking for duplicate entries, ensuring that all required fields are filled out, and using
regular expressions to check for common errors.
Data cleaning: Zomato uses a variety of data cleaning techniques to remove errors and
inconsistencies from its data. These techniques include removing duplicate entries,
correcting spelling errors, and standardizing data formats.

33
•
• Data enrichment: Zomato uses a variety of data enrichment techniques to add
additional information to its data. These techniques include using external data sources
to add information about businesses and their menus, and using natural language
processing to extract information from reviews and ratings.
• Data governance: Zomato has a comprehensive data governance policy in place to
ensure the accuracy, quality, and security of its data. This policy includes a set of rules
and procedures for managing data, as well as a team of data stewards responsible for
enforcing the policy.

34
 Chapter 4 Conclusions and Recommendations

CONCLUSION: -

• Focus on customer experience: Zomato has a strong focus on providing a great

customer experience. The company's website and mobile app are easy to use, and the
company offers a variety of features that make it easy for customers to find and order
food. Zomato also has a robust feedback mechanism that allows customers to provide
feedback about their experiences with the company.
• Ability to adapt to changing market conditions: Zomato has been able to adapt to
changing market conditions. The food delivery industry is becoming increasingly
competitive, and Zomato has responded to this competition by expanding its product
offerings and investing in new technologies. For example, Zomato has launched a
subscription service called Zomato Gold, which allows users to get unlimited food at
participating restaurants. Zomato has also invested in new technologies, such as
artificial intelligence and machine learning, to improve its restaurant discovery and food
delivery platforms.
• Strong brand presence: Zomato has a strong brand presence in India and has
expanded its operations to over 25 countries. The company has done an excellent job
of building awareness for its brand through a variety of marketing channels, including
online advertising, social media marketing, and public relations.
• Strong financial performance: Zomato's financial performance has been strong in
recent years. The company has generated positive cash flow from operations and has
been able to reduce its debt levels. Zomato's financial strength has allowed the
company to invest in new growth initiatives, such as the launch of Zomato Gold and the
expansion of its international operations.
• Strong human resources team: Zomato has a strong human resources team that is
committed to attracting and retaining top talent. The company offers a competitive
salary and benefits package, as well as opportunities for professional development.
Zomato's employees are passionate about the company's mission and are committed
to providing a great customer experience.
• Highly efficient operations team: Zomato's operations team is highly efficient and has
been able to scale the company's operations to meet the growing demand for its
products and services.

35
 Recommendations: -

• Improve the user interface: The Zomato user interface is a bit cluttered and could be
improved. The search bar is difficult to find, and the menus are not always easy to
navigate. Zomato could improve the user experience by simplifying the interface and
making it easier for users to find what they are looking for.

• Add more features: Zomato could add more features to its platform, such as the ability
to order food from restaurants that are not listed on the app, or the ability to create
custom food orders. Zomato could also add more social features, such as the ability to
share food orders with friends or to leave reviews of restaurants.
• Improve customer service: Zomato could improve its customer service by providing
more support options for users. For example, Zomato could add a live chat feature or a
phone number that users can call for help. Zomato could also improve its customer
service by being more responsive to user feedback.
• Be more transparent: Zomato could be more transparent about its fees and pricing. For
example, Zomato could disclose the percentage of commission that it takes from
restaurants. Zomato could also be more transparent about its delivery fees.

36
 BIBLOGRAPHY
1. https://www.scribd.com/presentation/461828532/HUMAN-RESOURCE-

2. https://trendlyne.com/fundamentals/documents-annual-

reports/589490/ZOMATO/zomato-ltd/

3. https://en.wikipedia.org/wiki/Zomato

4. https://www.moneycontrol.com/india/stockpricequote/online-

services/zomato/Z

37
38