SENTIMENT ANALYSIS ON ONLINE FOOD DELIVERY SERVICES: A COMPARATIVE STUDY OF ZOMATO AND SWIGGY

This study investigates customer sentiment and satisfaction in India’s online food delivery (OFD) sector, focusing on Zomato and Swiggy. Drawing on primary data from 103 respondents and public user reviews, the research explores emotional feedback, satisfaction levels, and switching intentions.Findings reveal that 75% of comments showed positive sentiment, with satisfaction and trust strongly correlated. Regression analysis indicates that positive sentiment and satisfaction significantly reduce switching behavior. Challenges include late deliveries, inconsistent service quality, and refundissues. The study proposes sentiment monitoring as a critical feedback mechanism and recommends user-centric improvements to enhance retention and experience in OFD services.