A Study on the Factors Influencing Customer Preference for Swiggy Restaurants Based on Online Rating in Bengaluru

Kesavan R; Mary Magadalane A; Kanishka A

doi:10.36948/ijfmr.2026.v08i05.90249

A Study on the Factors Influencing Customer Preference for Swiggy Restaurants Based on Online Rating in Bengaluru

Author(s)	Dr. Kesavan R, Ms. Mary Magadalane A, Ms. Kanishka A
Country	India
Abstract	Online food delivery platforms have changed the way customers search for and chooserestaurants. On platforms such as Swiggy, online ratings and reviews have become animportant source of information for customers when deciding where to order food. This studyaims to understand the factors that influence customer preference for Swiggy restaurantsbased on their online ratings, with particular reference to Bengaluru, specificallyKammanahalli, Hennur, and HBR Layout . The study follows a descriptive research designand was conducted among 102 Swiggy users. Primary data were collected through astructured questionnaire designed to understand customers’ preferences and perceptions. Thestudy focuses on factors such as delivery time, food preferences, food quality, food quantity,restaurant ratings, online reviews, and other factors that influence customer preference andthe competitive position of restaurants. Frequency and percentage analysis were used tounderstand the responses of the customers. Pearson’s correlation analysis was used toexamine the relationship between satisfaction with delivery time and restaurant ratings. In addition, simple linear regression analysis was conducted to determine whether satisfactionwith delivery time influences restaurant ratings. The statistical analysis was carried out usingthe Statistical Package for the Social Sciences (SPSS).The findings show that ratings andreviews are among the most important factors considered by customers when selecting arestaurant on Swiggy. The restaurant’s rating also plays an important role when customerscompare differentrestaurants. The study further indicates that delivery time, food quality, food quantity, and overall service experience influence customer preferences. These findingssuggest that restaurants need to pay attention not only to the quality and quantity of food theyprovide but also to delivery efficiency and customer satisfaction in order to maintain goodratings and attract more customers.The study concludes that online ratings and reviews, alongwith food quality and service-related factors, play an important role in influencing customers’restaurant preferences on Swiggy. Maintaining positive ratings and providing a consistent andsatisfactory customer experience can help restaurants improve their reputation, attractcustomers, and strengthen their competitive position on online food delivery platforms.
Keywords	Swiggy, Online Ratings, Customer Preference, Restaurant Selection, Food Quality.
Field	Business Administration
Published In	Volume 8, Issue 5, September-October 2026
Published On	2026-10-23
DOI	https://doi.org/10.36948/ijfmr.2026.v08i05.90249

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A Study on the Factors Influencing Customer Preference for Swiggy Restaurants Based on Online Rating in Bengaluru

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