Abstract: Due to swift advancement and

lifestyle of the people, there is transitional shift

from traditional dine out to modern dine in for

food. Many new food deliverers are offering

theses services through online portal and one

such famous deliverer is Zomato. Therefore, the

study makes an attempt to analyse the customer

satisfaction towards e-services offered by Zomato

in Mangalore city, Karnataka state. SERVQUAL

scale is employed for analyzing the e-service

gaps comparing the expected service and

perceived service quality. For the survey, 165

respondents’ responses were collected. The data

was run through SPSS software for analysis.

Results of the study indicates that customers are

satisfied with the e-service quality of Zomato in

respect to “website or app design, reliability and

responsiveness.” However, there is a service gap

in security aspect and information aspect as the

expected mean is higher than perceived mean

score. The study highlights the variables of

SERVQUAL scale and gives the findings of

Zomato companies’ gap analysis which will

enable company to focus on enhancing service

quality of those aspects which has negative gaps.