Zomato using SERVQUAL Applications to Provide Services to the User to Discover Restaurants

Rupali Khanna; Ankita Sang

Rupali Khanna MBA - Maharaja Agarsen Institute of Technology, New Delhi, India
Ankita Sang MBA - Maharaja Agarsen Institute of Technology, New Delhi, India;

Abstract

Services are the type of economic activity that is intangible and is consumed at the point of sale. In today’s world service sector
contributes 64.80% in GDP. Zomato is one of the most popular applications that provide services to the user to discover restaurants. But many a times it happens that they fail to satisfy their users that leads to losses and reduced user loyalty. In this research
article, we have conducted a survey, to find out where zomato is lacking in terms of user satisfaction. To find out the service quality
of the zomato SERVQUAL is used. SERVQUAL is an instrument that is used to check and identify the service quality in terms of
user’s perception and expectation. It consists of 22 statements covering the dimensions of service quality. Five dimensions of this
are tangibility, reliability, responsiveness, assurance and empathy. Descriptive research design is used for this study, where the data
is collected through the questionnaire and hypothesis is done to find out the gap i.e. difference between the perceived service and
expected service. The data collected for this research is from primary sources. The service quality model developed by Zeithamal,
Parsuraman and Berry (1988) has been used in the present study.