Applying Six Sigma (DMAIC) Methodology in analysing Customer Dissatisfaction in Food Delivery Services: A Case Study on Zomato’s Festive Season Pricing and Rush Hour Impact

Abstract: In today's competitive era, customer satisfaction is key to the success of service-oriented businesses, especially in food delivery services like Zomato. As food delivery services experience high demand during peak hours, they face various challenges, such as delivery delays, price surges, and quality instability, which can lead to customer dissatisfaction. This paper applies the Six Sigma (DMAIC methodology) to identify critical factors contributing to customer dissatisfaction. The study also provides a deeper insight into how the Six Sigma (DMAIC methodology) can optimize Zomato's service quality. By applying Six Sigma, this research offers valuable insights into how process improvements can enhance customer experience, increase operational efficiency, and sustain high service quality in food delivery services like Zomato. It provides a structured approach to tackling rush-hour challenges and price fluctuations. Keywords: Zomato, Six Sigma, DMAIC, delivery efficiency, rush hour, food quality, surge pricing customer satisfaction.