Sentimental Analysis Of Customer Service Delivery Of Zomato Food App Using Nvivo In Retail Food Chains.

Abstract

Purpose: The purpose of this research is to understand the Service delivery using sentimental analysis of the food delivery service of Zomato delivery services. The research objectives are to identify the customer service, satisfaction of the customers and the service dimensions and sentimental analysisand thematic analysis of the Zomato foodfood app delivery services.

Design/Methodology/Approach: This research is qualitative research. In this research we have taken reviews from social media using NVivo software and the data we have collected from the customer feedback was analyzed using NVivo software for sentimental analysis and thematic analysis. The data was collected from the customers who have given review about the service quality of the Zomato Delivery service.

Findings: In this research, we have identified about the likes and dislikes and customer satisfaction of the people who use Zomato food app delivery and how to improve the areas in business and create customer retention. There is a huge gap between the positive and negative sentiment and Zomato should take certain measures to improve certain areas in service delivery and improve brand image to enhance customer retention and prevent customer churning.

Originality: This is the first Study on sentimental analysis and thematic analysis in the Zomato food delivery app in India.