CUSTOMER SATISFACTION LEVEL OF PIZZA HUT.doc

8/14/2019 CUSTOMER SATISFACTION LEVEL OF PIZZA HUT.doc

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A PROJECT REPORTA PROJECT REPORT

ONON

CUSTOMER SATISFACTION LEVEL OF PIZZA HUT

SUBMITTED IN THE PARTIAL FULFILLMENT OF

DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION2012-152012-15

UNDER THE GUIDANCE OF:UNDER THE GUIDANCE OF:

MMRSRS.. VANIKAVANIKACCHUGHHUGH

AASSISTANTSSISTANTPPROFESSORROFESSOR,, FIMTFIMT

SUBMITTED BY:SUBMITTED BY:

S SHIVALIHIVALIBBHUTANIHUTANI

04390101812 04390101812

BBATCHATCHNNOO. (. (BBABBAB&IB&I SEMSEM3)3)

FAIRFIELDFAIRFIELDINSTITUTEINSTITUTEOFOFMANAGEMENTMANAGEMENT&& TECHNOLOGYTECHNOLOGY

Affili!"# !$ G%% G$'i(# Si()* I(#+,!* U(i",i!./ D"l*iAffili!"# !$ G%% G$'i(# Si()* I(#+,!* U(i",i!./ D"l*i

Bi,( R$#/+,*"#/ N" D"l*i-110 034 I(#i6

T'l" $f C$(!"(!,
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S!"#$ "#%''*$+++++++++++++++++++++++++++++..

C#,%'#.......ii

A%-$*#"/##$ ..........................................................................................................

L *, T'#...iv

List of Graphs.v

Executive Suar!.....vi

"HA#TE$%& #a'e (o. &

&.& #urpose of the stu)!.....

&.* $esearch +-ectives of the stu)!...

&. $esearch Metho)o/o'! of the stu)!..

&. .& $esearch 0esi'( ......

&..* 0ata "o//ectio(% #riar! 1 Seco()ar! )ata

&.. Sap/e )esi'(...

&...& #opu/atio(..

&...* Sap/e si2e

&... Sap/i(' etho)..

&.3 Liitatio(s...

"HA#TE$ %*

"+M#AN4 #$+FILE

"HA#TE$ %


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MA$5ETING ST$ATEG4 +F #I66A HUT

"HA#TE$%3

ANAL4SIS AN0 INTE$#$ETATI+N..............................................................................

"HA#TE$%7

SUGGESTI+NS

"HA#TE$%8

"+N"LUSI+N

References

Annexures


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STUDENT DECLARATION

I here! )ec/are that the pro-ect e(tit/e) 9"ustoer Satisfactio( Leve/ of #I66A

HUT: u()er the 'ui)a(ce of 7M, 8(i9 C*%)*suitte) to the 0eparte(t of

Ma(a'ee(t i( the partia/ fu/fi//e(t of the )e'ree of B;*"l$ $f B%,i(",,

A#


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CERTIFICATE

This is to certif! that the pro-ect e(tit/e) 9"ustoer Satisfactio( Leve/ of #I66A

HUT: is a ori'i(a/ ;or< of Shiva/i Bhuta(i of Bache/ors of Busi(ess A)i(istratio(

Ba(


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ACNO>LEDGEMENT

It is a p/easure to ac


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LIST OF TABLES

TABLE NO= TITLE PAGE NO=

*.& "+M#AN4 #$+FILE

*.* MA$5ET SHA$E IN &???

*. MA$5ET SHA$E IN *>>>

.& +UTSI0E EATING

HABITS

.* +UTINGS

. N+. +F =ISITS T+ #I66A

HUT

.3 #A$5ING FA"ILIT4

SATISFA"TI+N

.7 SATISFA"TI+N LE=EL

ITH THE $ES#+NSE

TIME

.8 T4#ES +F #I66A

. T4#E +F +$0E$

.@ LE=EL +F

SATISFA"TI+N ITH

UALIT4 ET".

.? T4#E +F #$I"E

.&> 0INING 0E"+$ATI+N

.&& H+ME 0ELI=E$4

.&* $E=ISIT


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LIST OF GRAPHS

GRAPH NO= TITLE PAGE NO=

.& +UTSI0E EATING

HABITS

.* +UTINGS

. N+. +F =ISITS T+

#I66A HUT

.3 #A$5ING FA"ILIT4

SATISFA"TI+N

.7 #A$5ING FA"ILIT4

SATISFA"TI+N

.8 T4#ES +F #I66A

. T4#E +F +$0E$

.@ LE=EL +F

SATISFA"TI+N ITH

UALIT4 ET"

.? T4#E +F #$I"E

.&> 0INING 0E"+$ATI+N

.&& H+ME 0ELI=E$4

.&* $E=ISIT


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E?ECUTI8E SUMMARY

9Experie(ce is the Best Teacher: this sa!i(' p/a!s a 'ui)i(' ro/e i( i(c/usio( of

Gra() #ro-ect as a part of BBA 0e'ree. This pro-ect a//o;s us a( exposure to rea/

Busi(ess E(viro(e(t.

Ma(a'ee(t trai(i(' reai(s i(cop/ete ;ithout practica//! u()ersta()i(' rea/

a(a'ee(t pro'raes. Theoretica/


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CHAPTER-1

INTRODUCTION


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1=1PURPOSE OF THE STUDY

The 'ra() pro-ect se/ecte) ! e to a(a/!2e 1 i)e(tif! the custoer satisfactio( /eve/

of #i22a Hut. This stu)! is priari/! i(te()e) to oversee a() eva/uate the custoer

satisfactio( /eve/ of #i22a Hut as a ra() of (e; 'e(eratio( foo) ite vi2, K#i22aJ i(

the 0ELHI.

The peop/e of this cit! have ee(


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1=2 RESEARCH OBJECTI8ES

&.The priar! o-ective is to stu)! the /eve/ of custoer satisfactio(.

*.To eva/uate the /eve/ of custoer satisfactio( of pi22a hut.

.To eva/uate ;hether the services offere) ! pi22a hut are satisfactor! or (ot.

3.To stu)! the ehavior a() prefere(ces of the custoer.

7.To stu)! the ar


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1=3 : RESEARCH METHODOLOGY

1=3=1 RESEARCH DESIGN

The t!pe of research )o(e is ase) o( the 0escriptive stu)!. A )escriptive stu)! is

)o(e ;he( the researcher ;a(ts to


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1=3=3 SAMPLE DESIGN:

1=3=3=1 P$+%l!i$(% The tar'ete) popu/atio( for the pro-ect ;or< is the popu/atio(

u()er the 0ELHI a() N"$.

1=3=3=2 S.

1=3=3=3 S


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1=- LIMITATIONS

1=6 A ($ ;$(;"+!i$( $f !*" ",";*:

Ma(! a(a'ers see ar


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CHAPTER-2

COMPANY PROFILE


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ABOUT THE COMPANY

C$


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>HAT THEY STAND FOR:

ith their a''ressive expa(sio( i( I()ia, the! ;a(t to e the ar>>>

restaura(ts a// over the ;or/).

THEIR ASSETS:

+(/! their ep/o!ees ca( tra(s/ate this visio( i(to rea/it!. It is their e()eavor to e the

ost preferre) ep/o!er i( the restaura(t usi(ess a() ho; )o the! propose to )o

this. Their restaura(ts have peop/e ;or


19/54


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toppe) seaso(e) ;ith o/ive oi/ a() (ative spices. The /o;er c/ass of the Nap/es, Ita/!

is e/ieve) to have create) pi22a i( a ore fai/iar fashio(. I( the /ate &@>>s a Ita/ia(

a>s pi22a a)e its ;a! to the i((er cities U(ite) States, tha(


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E= >ll"! 8S N%!i!i$(

As for their success or (ot, ;e thi(< exap/es are a// over arou() the ;or/), that this

)oes, i( fact ;or

the! are )aa'i(' to the peop/e that )i(e there.


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CHAPTER-3

MARETING STRATEGIES OF

PIA HUT


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MARETING ASPECTS OF PIA HUT

I(!$#%;!i$(

Mar perce(t share of the fra(chise)

pi22a ar

perce(t i( other. The fra(chisees i( the hi'her ar


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a/so trac> MarQ

+thers &*


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Q As c/aie) ! co.

hi/e #i22a Hut re/ie) o( its US# of 9)i(i(' experie(ce:, 0oi(oJs US# ;as a >%

i(ute )e/iver! frae. 0oi(oJs ha) 'ro;( o(e out/et i( &??8, to &>& out/ets i(

Apri/ *>>&. #i22a Hut too, ;hich e'a( ;ith -ust a si('/e out/et i( &??8 ha) &? out/ets

i( I()ia.

#i22a Hut e(tere) I()ia i( u(e &??8 ;ith its first out/et i( 0e/hi. I(itia//!, the

copa(! operate) copa(! o;(e) out/ets. Ho;ever,


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eef a() por< pro)ucts i( the e(u. It a/so offeres that if the K)otJ rea)s K hotJ the(

!our pi22a Is hot,e/se !ou 'et it free.

PRICING AND PROMOTIONAL >ARS

I( &??@ #i22a Hut /au(che) a prootio(a/ capai'( to attract the custoers. It ha) a

K#a( i( 4our NaeJ co(test ;here it offere) a free pi22a to a(!o)! ;ith the ;or)

#a(

i( hisOher (ae% e.'. #a(>> #i22a Hut /au(che) its i((ovative #i22a #ooch

Me(u a() a #i22a #ooch Birth)a! #art! #ac>&, ;hich sai), KGoo) ties

start ;ith 'reat pi22asJ= The a) ;as aire) )uri(' a// the iporta(t pro'ras o( Star

#/us, S+N4, Star Movies, Max, HB+, ARN a() MT=. #i22a Hut spe()s et;ee(

$s.>%7 i//io( o( the a) capai'( i( *>>&. Sai) #a(


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restaura(ts across a-or cities i( I()ia. B! )eceer *>&& #i22a Hut )e/iver! is to

ope( at/east &>> (e; stores across the U5 ! *>&3 i( a ove) ac&7.

Pi;" S!!").

#rices of #i22a Hut ra()s are a u()er

A++"!i,", R,

Gar/ic Brea) ?

Gar/ic Brea) ;ith "heese ??

Gar/ic Brea) Spic! Supree &>7

Gar/ic Brea) Exotica &>7

Ma'ic pa( pi22a 33

Trip/e chic

Trip/e chic/

B"")",

#epsi, 0iet #epsi, Miri()a, U#, Mou(tai( 0e; 7>> /C evera'es so/)

at M.$.#.

A#"!i,i()

ItJs (o; coo/ 1 hip to carr! ;ater 1 the a)s are tar'ete) at the !ou(' 1 the hea/th

co(scious those ;ho care aout their o)ies. A)vertisi(' +-ectives of the copa(!

&. To stiu/ate )ea()

*. To stre('the( offer, prootio( ix e/ee(ts, i.e. pre%se//i(' of pro)uct.

. To )eve/op ra() prefere(ce.

3. To /o;er price as it i(crease copetitio(.

7. To e a copetitive ;eapo(.


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A)vertisi(' has p/a!e) ver! iporta(t ro/e i( the success of their pro)ucts si(ce their

first a)vertisi('. The copa(! uses a)vertisi(' to tri''er )esire as ofte( 1 i( as a(!

;a!s as possi/e. #i22a hut have i(tro)uce) (e; ra() ca//e) freshi22a, 1 the! use)

Ma/ai


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Stuffe) "rust #i22a use) approxiate/! 7>P of the 7 i//io( pou()s of stri(' cheese

pro)uce) i( the U.S. i( &??7.

The hi'hest vo/ue #i22a Hut restaura(t i( the ;or/) is i( #aris, fo//o;e) ! stores

/ocate) i( Mosco;, Ho(' 5o(' a() the U.5. +utsi)e the U.S., the cou(tr! ;ith the

ost #i22a Hut u(its is Austra/ia, fo//o;e) ! "a(a)a a() the U.5.

I( &??&, #i22a Hut a)e o(e of its ost historic )e/iveries % % to $ussia( #resi)e(t

Boris 4e/tsi( a() his supporters, ;ho prevai/e) over a( attepte) po/itica/ coup.

he( foo) supp/ies );i()/e) i( the $ussia( #ar/iae(t Bui/)i(', 4e/tsi( ca//e)

#i22a Hut )e/iver!.

#i22a Hut uses ore tha( >> i//io( pou()s of peppero(i per !ear. If !ou /a! those

peppero(i s/ices si)e ! si)e, the! ;ou/) create a paths that ;ou/) stretch arou() the

;or/) t;ice a() 'o to the oo(

Mi,,i$(-T$ '" !*" $l#, f$i!" ",!%(!

'(#,

Pizza Hut Mission Stateent

To e the favorite pi22a restaura(t ra() i( ever! cou(tr!.

T!eir Va"ue

Ma


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ItJs aout 4ou

ItJs aout "ustoers

ItJs aout Tea

Their -os ;i// e the est i( the ;or/) for peop/e ;ho are coitte) to Dua/ities

foo)s a() satisf!i(' custoers etter tha( a(! o(e ;i//.

SERVICE PRINCIPLE%

&. Ep/o!ees are our secret i('re)ie(ts.

*. Sho; !ou, ".A.$.E.

. Sa! K4esJ to custoers.

3. Satisf!, capa/e teas create satisfie) custoers.

7. Satisfie) custoers create profits a() 'ro;th.

PRO$LEM SOLVIN& PRINCIPLES%

% Never ar'ue ;ith the custoers

% Never /ae other tea eers

% So/ve the pro/e efore it ecoes a cop/ai(t

% Never /et the custoers /eave u(happ!


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PROMOTION ASPECTS

8ALUE MEALS BY PIA HUT


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A(! Me)iu #a(OFreshi22a #i22a VGar/ic Brea) of !our choiceC V* '/asses of #epsi

$s *@> =e'CO $s *?7 No(% =e'C

A(! Me)iu Freshi22a #i22a V A(! Sa/a) V * Soups Q

$s *?7 =e'CO $s 3> No( =e'C

+r Leo(a)eOIce) Tea.

A Me)iu #a(OFreshi22a pi22a V A(! #erso(a/ #a( #i22a V & #/ate of Gar/ic Brea)

V & portio( of #otato e)'es V 3 '/assesQ of #epsi

$s 3@> =e'CO $s 3?7 No(% =e'C

Q "hoice of Leo(a)eOIce) Tea.

Q Taxes extra. "a((ot e coi(e) ;ith a(! other offer. =a/i) o(/! i( )i(e%i(.

#AN 3 ALL MENU

=e'etaria(


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&. =e''ie B/ast % +(io(, Toato, "apsicu

*. #a(eer 0o #!a2a % #a(eer, +(io(, Gr. chi//ies

. #apriOT ANALYSIS

-- S!"()!*,

&. Goo) ua/it! Foo) H!'ie(eC.

*. Bra() Nae.

. i)e Area "overa'e.

3. Foo) ;orth its price.

7. Goo) Service.

-- >"9(",,",

&. #ar


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*. Sitti(' area shou/) e roa)er.

. E(viro(e(t shou/) e ore attractive.

3. Attractive )ea/s shou/) e i(tro)uce).

-- T*"!,

&. "opetitors /i


35/54

CHAPTER-

ANALYSIS AND INTERPRETATION


36/54

ANALYSIS AND INTERPRETATION

1=6H$


37/54

2=6>*i;* Pl;", .$% ")%ll. i,i!, f$ "!i() f$$#

&. Hote/s 1

$estaura(ts

7?P

*. Fast foo) -u(ctio(s

7P

. Loca/ 0haas 1

Foo) =e()ors

8P

TABLE NO= 3=2

0%

10%

20%

30%

40%

50%

60%

1st

Qtr

HOTELS AND

RESTAURANTS

FAST FOOD

JUNCTIONS

LOCAL

DHAAS !

FOOD

"ENDORS

GRAPH NO=3=2

I(!"+"!!i$(:- Accor)i(' to surve!, 7? P peop/e 'oi(' for eati(' at hote/s 1

restaura(ts, 7 P peop/e are 'oi(' for eati(' at fast foo) -u(ctio(s 1 8 P peop/e

'oi(' for eati(' at /oca/ )haas 1 foo) ve()ors. Fro this, o(e thi(' is sure that,

a)ava)is are eati(' Dua/it! foo), 1 pi22a hut a/so serves Dua/it! foo).


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3= HO> MANY TIME YOU COME AT PIA HUT

&. First Tie &3P

*. +(ce i( a o(th ?P

. T;ice i( a o(th &8P

3. +(ce i( a ee< >P

7. T;ice i( a ee< >P

8. +ther &P

TABLE NO= 3=3

0%

5%

10%

15%

20%

25%

30%

35%

40%

1st

Qtr

1ST TIME

ONCE IN

MONTH

TWICE IN

MONTH

ONCE IN WEEK

TWICE IN

WEEK

OTHER

GRAPH NO= 3=3

I(!"+"!!i$(:-

Accor)i(' to surve!, &3 P peop/e cae at pi22a hut first tie, ?P peop/e coe at

pi22a hut o(ce i( a o(th, &8 P peop/e coe at pi22a hut t;ice i( a o(th, > P

peop/e coe at pi22a hut o(ce i( a ;ee< 1 t;ice i( a ;ee


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= A" .$% ,!i,fi"# i!* !*" +9i() f;ili!. ! +i@@ *%!

&.4ES @>P

*.N+ *>P

TABLE NO= 3=

0%

10%

20%

30%

40%

50%

60%

#0%

$0%

LE"EL O

SATISFACTION

ES

NO

GRAPH NO= 3=

I(!"+"!!i$(:-

Accor)i(' to surve!, @> P peop/e are ver! uch happ! ;ith the par


40/54

5= A" .$% ,!i,fi"# i!* !*" ",+$(," !i


41/54

= >*i;* !.+" $f +i@@, .$% " ")%ll. "!i() ! +i@@ *%!

&.#AN 3P

*.F$ESHI66A

*&P

.B+TH *P

TABLE NO= 3=

0%

10%

20%

30%

40%

50%

&AN

FRESHI'A

OTH

GRAPH NO= 3=

I(!"+"!!i$(:-

Accor)i(' to surve!, 3 P peop/e /oves to eat pa( pi22a of pi22a hut, *& P peop/e

/oves freshi22a of pi22a hut 1 * P peop/e /oves to eat oth the pi22as of pi22a hut.

So ost of the peop/e /oves pa( pi22a of pi22a hut. So if pi22a hut is thi(


42/54

4= H" .$% $#""# f$ A++"!i@", & B"")",

&.4ES 8P

*.N+ P

TABLE NO= 3=4

0%

10%

20%

30%

40%

50%

60%

#0%

1st Qtr

ES

NO

GRAPH NO= 3=4

I(!"+"!!i$(:-

e ha) surve!e) &>> peop/e. +ut of the 8P peop/e sa!s that the! ha) or)ere)

appeti2ers a() evera'es, ;hi/e reai(i(' P peop/e sa!s that the! )i) (ot or)ere)

for appeti2ers a() evera'es. This Duestio( )irect/! (ot he/p us to fi() the custoer

satisfactio(, ut if the custoer is )issatisfie) ;ith foo) a() Dua/it! tha( ;e ca( sa!

that )ue to this a! the! fi// )issatisfactio(.


43/54

= A" .$% ,!i,fi"# i!* !*" !,!"/ %li!. & %(!i!. $f !*" f$$# ,""# ! +i@@

*%!

&.4ES ?P

*.N+ P

TABLE NO= 3=

0%

10%

20%

30%

40%

50%

60%

#0%$0%

(0%

100%

ES

NO

GRAPH NO= 3=

I(!"+"!!i$(:-

e ha) surve!e) &>> peop/e out of ;hich ?P peop/e sa!s that the! are satisfie)

;ith the test, Dua/it! 1 Dua(tit! of the foo), ;hi/e P peop/e sa!s that the! are (ot

satisfie) ;ith the test, Dua/it! 1 Dua(tit! of the foo).


44/54

= H$ #$ .$% fi(# !*" +i;" $f !*" f$$# ! +i@@ *%!

&.L+ >P

*.#E$FE"T *@ P

.HIGH 7*P

3.=E$4 HIGH *>P

TABLE NO= 3=

0%

10%

20%

30%

40%

50%

60%

1st

Qtr

LOW

&ERFECT

HI)H

"ER HI)H

GRAPH NO= 3=

I(!"+"!!i$(:-

e ha) surve!e) &>> peop/e out of the (o(e of the sa!s that the! fee/ the price

var! /a;, *@P peop/e sa!s that that the prices are perfect a() the! ca( affor) it, ;hi/e

7*P peop/e sa!s that the! the prices are hi'h a() *>P peop/e sa!s that the prices are

ver! hi'h. This sho;s that ;hat peop/e fee/ aout price a() this a! a/so e o(e of

the reaso(s for the )issatisfactio( of the peop/e.


45/54

10= D$ .$% li9" !*" #i(i() $$< #";$!i$( & !'l" ,"!!i() ! +i@@ *%!

&.4ES @?P

*.N+ &&P

TABLE NO= 3=10

0%

10%

20%

30%40%

50%

60%

#0%

$0%

(0%

1st Qtr

ES

NO

GRAPH NO= 3=10

I(!"+"!!i$(:-

e ha) surve!e) &>> peop/e. +ut of the @?P peop/e sa!s that the! /i


46/54

11= H" .$% "" %,"# !*" *$> peop/e out of the 3P peop/e sa!s that the! ha) use) hoe

)e/iver! a() ta uses hoe )e/iver!

a() ta


47/54

12= >$%l# .$% li9" !$ ;$


48/54

CHAPTER-5

SUGGESTIONS


49/54

SUGGESTIONS

&. #i22a Hut shou/) i(crease their a)vertisee(ts i( a// e)ia.

*. #ar


50/54

CHAPTER-

CONCLUSION


51/54

CONCLUSION

&. #i22a Hut is a cop/ete fai/! restaura(t i( a rea/ se(se. It tries to provi)e

custoers ;ith fu// satisfactio(.

*. #i22a Hut offers its service i( a(! cou(tries offeri(' ;i)e ra('e of #i22as a()

other foo) ites ! tr!i(' to fit i( the ar.

8. Fro our surve! ;e coe to


52/54

R"f""(;",

1= B$$9,

Mar>& Bhattachar!a, 9#i22a Hut sprea) reach:, F$'$%'E5#,

*>>&9First ve'etaria( #i22a Hut out/et: % Fi(a(cia/ Express, &???

3= >"',i!",


53/54

ANNE?URES

K%",!i$((i"

1= H$


54/54

4= H" .$% $#""# f$ A++"!i,", & B"")",

X Y 4es X Y No

= A" .$% ,!i,fi"# i!* T,!"/ K%li!. & K%(!i!. $f !*" F$$# ,""# ! Pi@@

H%!

X Y 4es X Y No

If No, The( h! Z

= H$ #$ .$% fi(# !*" Pi;", $f !*" F$$# ! Pi@@ H%!

X Y Lo; X Y #erfect X Y Hi'h X Y =er! Hi'h

10= D$ .$% li9" !*" Di(i() R$$< D";$!i$( & T'l" S"!!i(), ! Pi@@ H%!

X Y 4es X Y No

If No, The( h! Z

11= H" .$% "" %,"# !*" H$$%l# .$% li9" !$ ;$

Documents

CUSTOMER SATISFACTION LEVEL OF PIZZA HUT.doc