A comparative analysis of user experience and satisfaction on Zomato and Swiggy in Ahmedabad and Rajkot city

Abstract

The research delves into the intricate relationship between user age groups and their perceptions of Zomato and Swiggy, two leading food delivery platforms in India. A sample predominantly comprising individuals aged 18-24 was analysed, with smaller representations from other age brackets. Through Chi-Square tests, the study explored correlations between age and various user experience facets like ease of use, restaurant variety, delivery accuracy, and overall experience. Surprisingly, no statistically significant associations were found between age and these aspects on either platform, indicating that age doesn't significantly shape user perceptions. the discussion underscores the platform's consistency across age groups, implying that despite the dominance of younger respondents, user assessments remain uniform. These findings debunk the notion that age dictates user experience preferences on Zomato and Swiggy. Instead, variables like cultural inclinations, preferences, and demographic factors might wield more influence, prompting a call for broader research. The paper's future scope advocates for expanded demographic data collection and a wider lens of exploration, encompassing socioeconomic factors, lifestyle, geography, and qualitative insights. This holistic approach promises a nuanced understanding of user behaviors and preferences in the context of food delivery services, transcending the simplistic association of age with user experiences.