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Dominos Project
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A PROJECT REPORT
ON
A STUDY ON CUSTOMER SATISFACTION
TOWARDS DOMINOS
SUBMITTED IN PARTIAL FULFILLMENT OF THE
REQUIREMENT OF BACHELOR OF BUSINESS
ADMINISTRATION (BBA)
BHAGWANT INSTITUTE OF TECHNOLOGY MUZAFFARNAGAR
SUBMITTED TO : SUBMITTED BY:
BBA DEPARTMENT AKSHAY VERMA
NITIN SHRIVASTAV (HOD) ROLL NO: 9945508 4TH SEM
DECLARATION
I am AKSHAY VERMA student of
BHAGWANT INSTITUTE OF TECHNOLOGY
MUZAFFARNAGARhere by solemnly declare that the project titled “DOMINO’S”
is the outcome of my own efforts & research is conducted by me and
finally report has been Submitted to:- Mr.UDIT CHAUHAN
Faculty of BHAGWANT INSTITUTE OF TECHNOLOGY
MUZAFFARNAGAR drawn by my own creativity and skills only
and the same has not submitted to any other organization, institution
or university in order to get any other degree.
ACKNOWLEDGEMENTACKNOWLEDGEMENT
Presenting a project of this type is an arduous task, demanding a lot of time.
I cannot in full measure appreciate and acknowledgement the kindness
shown and help extended by various persons in this endeavor. I will
remember all of them with gratitude.
My sincere thanks are also due to “Mr. PUNIT SIR” Faculty of
BHAGWANT INSTITUTE OF TECHNOLOGY MUZAFFARNAGAR
for their significant help extended for the successful completion of the
project. I highly the help I got from them in providing me and lot of
information regarding the functioning of this organization.
I am always beholden to my God, for always being with me and showing me
the right ways, my family, for always doing favors to me and my friends and
colleagues consistently helped with encouragement and criticism throughout
the project work, for always lifting my sights to higher vision, raising my
personality beyond normal limitation and for realizing me my strengths and
potential, as I did not always welcome her exhortation, “try again; you can
do better.” But this project owes a great deal to it – and so do I.
Mr.AKSHAY VERMA
ROLL NO : 9945508
4th sem BBA
SUMMARY
This project is all about the customer satisfaction towards Dominos. In this project I have discussed about the industry overview of the dominos, problems of the company, competitors information, company profile. In this project we have also discussed about company’ s s.w.o.t analysis and their trends. We have also discussed 4 p’ s of marketing mix elements and we have done research design also and make questionnaires and found some positive and negative aspects of the organization.
TABLE OF CONTENTS
S. No TOPIC PAGE NO.
1. CHAPTER-1.O INTRODUCTION
1.1 INDUSTRY OVERVIEW
1.2 TRENDS IN FAST FOOD INDUSTRY
1.3 COMPETITORS INFORMATION
2. CHAPTER-2.0 COMPANY PROFILE
2.1 SALE OF COMPANY
2.2 PRODUCTS
2.3 CORPORATE GOVERNANCE
2.4 30 MINUTE GUARANTEE
2.5 SWOT ANALYSIS OF ORGANISATION
2.6 LIMITATIONS
3. CHAPTER-3.0 CONCEPTUAL DISCUSSION
4. CHAPTER-4.0 DATA COLLECTION
5. CHAPTER-5.0 FINDINGS AND RECOMMENDATIONS
6. ANNEXURE
QUESTIONNAIRE BIBLIOGRAPHY
CHAPTER- 1
INDUSTRY
OVERVIEW
(FAST FOOD INDUSTRIES)
Introduction Haldiram’s and multinational companies like DOMINOS, Pizza hut,, etc. The fast food
industry is on a high as Indians continue to have a feast. Fuelled by what can be termed as a
perfect ingredient for any industry – large disposable incomes – the food sector has been
witnessing a marked change in consumption patterns, especially in terms of food. An
increasing number of international fast food chains rushing to India is because all of them see
tremendous potential in for this type of business. The large upwardly mobile population in
the urban areas tend to eat out more often or business or for leisure.
The various players operating in India are the well established Indian chains like Nirula’s
In addition to these, apparently some of the best known international food chains are looking
at India. Among them are Sbarro, The Burger King, KFC, Dunkin Donuts, Sub
-way, etc. are some of them to name. At present all these players are fighting for a small pie,
as fast food is really not a big habit with Indians, but they see a big potential.
The players are fighting on products, pricing, positioning and trying to convert their first
trials into regular purchase by providing delightful service quality. The focus is on product
quality and standardization on taste. Consistency is the key, as its standardization in fast food
as the consumer is short on time and wants to satisfy his taste buds with a consistent taste
experience.
Beyond this each player has its own strategy to expand consumer base.
- Some feel that pricing is not the deciding factor since fast food is not price sensitive market
because it is not a single diet of Indians.
- Some others are competing on positioning which is surprisingly varied, giving the small
size of the market.
- For most, targeting children seems the right strategy.
- Advertising is popular.
However, with competition hooting up most chains are increasing reach as well as working
on establishing a national presence.
Trends in the fast food industry
The industry is estimated to grow at 9-12 per cent, on the basis of an estimated GDP growth
rate of 6-8 per cent, during the Tenth Five year plan period. Value addition of food is
expected to increase from the current 8 per cent to 35 per cent by the end of 2025. Fruit and
vegetable processing, which is currently around 2 per cent of total production will increase to
10 per cent by 2010 and to 25 per cent by 2025.
The popularity of food and agro products is not surprising when the sector is now offering a
growth of more than 150 per cent in sales. While US brands such as McDonald’s, Pizza hut
and Kentucky Fried Chicken have become household names, more are on their way.
The Market Scenario
India among top 10 market for weekly fast food consumption, an online survey has found.
Most of the countries are from the Asia-pacific region, with the US being the exemption.
According to an A C Neilson study of 28 markets across the US, Europe and the Asia-Pacific,
carried out through the internet in interviews with more than 14000 consumers, Asians are
the world’s greatest fast food fans.
Percentage of adult population eating at takeaway restaurants at least once every week:
Hong Kong 61 %Malaysia 59 %Philippines 54 %Singapore 50 %Thailand 44 %
China 41 %
India 37 %
Europe 11 %
Among the international fast food chains and local operators, Dominos emerges as the most
popular of all takeaway options with 54% of Americans, 75% of Europeans and 64% of
Asians. Dominos is most visited in Australia (84%) KFC is most visited in China (42%)
Pizza hut is most visited in India (22%) A typical fast food meal in the India & other
Multinational companies consists of fries and a burger (or other main item).
History
The concept of ready-cooked food for sale is closely connected with urban development. In
Ancient Rome cities had street stands that sold bread and wine. A fixture of East Asian cities
is the noodle shop. Flatbread and falafel are today ubiquitous in the Middle East. Popular
Indian fast food dishes include vada pav, panipuri and dahi vada.Some trace the modern
history of fast food in America to July 7, 1912 with the opening of a fast food restaurant
called the Automat in New York. The Automat was a cafeteria with its prepared foods behind
small glass windows and coin-operated slots. Joseph Horn and Frank Hardart had already
opened the first Horn & Hardart Automat in Philadelphia in 1902, but their “Automat” at
Broadway and 13th Street, in New York City, created a sensation. Numerous Automat
restaurants were built around the country to deal with the demand. Automats remained
extremely popular throughout the 1920s and 1930s. The company also popularized the notion
of “take-out” food, with their slogan “Less work for Mother”. The American company White
Castle is generally credited with opening the second fast-food outlet in Wichita, Kansas in
1921, selling hamburgers for five cents from its inception and spawned numerous
competitors.
It is arguable because most historians and Secondary School textbooks state that A&W was
the first fast food restaurant, which opened in 1919.After discovering that most of their
profits came from hamburgers, the brothers closed their restaurant for three months and
reopened it in 1948 as a walk-up stand offering a simple menu of hamburgers, french fries,
shakes, coffee, and Coca-Cola, served in disposable paper wrapping. As a result, they were
able to produce hamburgers and fries constantly, without waiting for customer orders, and
could serve them immediately; hamburgers cost 15 cents, about half the price at a typical
diner. Their streamlined production method, which they named the "Speedee Service
System" was influenced by the production line innovations of Henry Ford.
In the cities of Roman antiquity, much of the urban population living in insulae, multi-storey
apartment blocks, depended on food vendors for much of their meals. On New Year's Day
2008 a study was conducted worldwide counting the number of fast food restaurants per
person. The UK has claimed this title with Australia second and the United States third.
England alone accounted for 25% of all fast food
PROBLEMS IN THE ORGANISATION
Trans fats cause problems fats Dominos...
Trans fats are formed when liquid vegetable oils go through a chemical process called
hydrogenation. Common in a range of food products — biscuits, chips, doughnuts, crackers
— the hydrogenated vegetable fat is used by food processors because it is solid at room
temperature and has a longer shelf life.In September 2002, Dominos issued a statement
announcing a significant reduction of trans fats in its fried menu items — french fries,
chicken McNuggets, Filet-O-Fish, Hash Browns and crispy chicken sandwiches with the
introduction of improved cooking oil in all of its 13,000 restaurants.
The change was supposed to be completed by February 2003. However,dominos
sencountered operational issues and the oil was not changed. An anti-trans fat group claims
that dominos deliberately allowed the public to be misled. Legal action has forced Dominos
to give effective notice to the public that the oil was not changed. In Europe and the US, food
makers are under growing pressure from consumer groups to cut the trans fat content in food
products.
MAJOR
COMPETITORS
COMPETITORS INFORMATION:
Major players in this field:-
1. Nirula’s
2. Pizza hut’s
3. Haldiram’s
These day working executives are busy a lot they don’t have the spare time to cook food due
to there high this possible income and ever increasing arperalional levels they prefer to it out
at this fast food outlets (McDonalds, Nirula’s, Pizza Hut) where they find the match
according to there asperitional level.
1. Nirula’s
Established in 1934, Nirula’s today is a diversified group having a chain of elegant Business
hotels, Waiter service restaurants, Family style restaurants, Ice Cream parlours, pastry shops
and food processing plants in India.The chain with over 60 outlets operating in 5 states
successfully caters to the Indian palate of over 50000 guests every day or over 70 years.
The restaurants serves a wide variety of multi-cuisine foods, both western and Indian
including pizzas, burgers, chana kulcha, saag-roti and much more!
Ice cream parlours offers an extensive range of exciting and innovative ice cream flavors with
one new flavor added every month.Nirula’s pastry shops are a one-stop shop for bakery and
confectionary items.
2. Pizza hut
Pizza Hut is the largest pizza restaurant company in the world. It has 12700 outlets in 90
countries. Pizza Hut has an aggressive expansion plan for India. It intends to have 100 outlets
by the end of 2004. Pizza Hut will consolidate its presence in cities where it already exists as
an endeavor to create a major share of these profitable markets first before spreading to other
markets. Pizza Hut is one of the largest pizza brands. Further, all new outlets in India would
be franchisee owned resulting from the smooth functioning of the existing stores which are
all franchisee owned. Hence, the same arrangement will be followed in the future to ensure
growth-oriented results.The data written below represent what Pizza Hut is all about and
gives a brief profile of the company.
3.Haldiram’s
Haldiram began in 1937as a small sweet shop in Bikaner, in Rajasthan state of India.
In 2001 the turnover of haldiram’s was Rs. 4 billion. The group has presence not only in
India but in several countries all over world.
Till early 1990s, Haldiram comprised of three units- Kolkata, Nagpur and New Delhi.
Haldiram has many ‘firsts’ to its credit- It was first company to brand namkeens. And first
company to offer traditional Indian items like ‘panipuri’, ‘chatpapri’ and so on.
The company faced tough competition not only from sweets and snack food vendors in
unorganized, domestic and international competitors but also from its own units because of
conflict between them.
At Haldiram’s quality is the obsession and this spirit has given its competitors a cutting edge.
Haldiram offers a very wide range of delicacies like- Namkeens, Sweets, Syrups, Papads,
North Indian dishes, South Indian dishes, Pastries.
Sweets itself has a very wide variety Bengali sweets include Sandesh and Rasgullas.
Other popular Indian sweets are:- Kheer, Halwa, Gulabjamun, Rasmalai and Kulfi.
COMPANY
PROFILE
Dominos Restaurants
Dominos helicopter for the board of directors.
Domino's Pizza
Type Public (NYSE: DPZ)Industry RestaurantsFounded Ypsilanti, Michigan, U.S. (1960)Headquarters Ann Arbor, Michigan, U.S.Key people Tom Monaghan, FounderJ. Patrick Doyle, CEOProducts Pizza, sandwiches, pasta, chicken wings, dessertsRevenue increase $1.425 billion USD (2008)Employees 145,000Website www.dominos.com
Domino's Pizza, Inc. (NYSE: DPZ) is an international pizza delivery corporation headquartered in Ann Arbor, Michigan, United States. Founded in 1960, Domino's is the second-largest pizza chain in the United States and has nearly 9,000 corporate and franchised stores in 60 international markets and all 50 U.S. states. Domino's Pizza was sold to Bain Capital in 1998 and went public in 2004. The menu features pizza, pasta, oven-baked sandwiches, wings, boneless chicken, salads, breadsticks, cheesesticks, and a variety of dessert items.Contents
In 1960, Tom Monaghan and his brother, James, purchased DomiNick's, a small pizza store in Ypsilanti, Michigan. The deal was secured by a US$75 down payment and the brothers borrowed $500 to pay for the store. Eight months later, James traded his half of the business to Tom for a used Volkswagen Beetle. As sole owner of the company, Tom Monaghan renamed the business Domino's Pizza, Inc. in 1965. In 1967, the first Domino's Pizza franchise store opened in Ypsilanti. The company logo was originally planned to add a new dot with the addition of every new store, but this idea quickly faded as Domino's experienced rapid growth. By 1978, the franchise opened its 200th store.
Early yearsIn 1975, Domino's faced a lawsuit by Amstar Corporation, maker of Domino Sugar, alleging trademark infringement and unfair competition. On May 2, 1980, a federal appeals court found in favor of Domino's Pizza.
International expansionOn May 12, 1983, Domino's opened its first international store, in Winnipeg, Manitoba, Canada. That same year, Domino's opened its 1,000th store overall, and by 1995 Domino's had 1,000 international locations. In 1997, Domino's opened its 1,500th international location, opening seven stores in one day across five continents.
Sale of company
In 1998, after 38 years of ownership, Domino's Pizza founder Tom Monaghan announced his retirement and sold 93 percent of the company to Bain Capital, Inc. for about $1 billion and ceased being involved in day-to-day operations of the company.A year later, the company named David A. Brandon Chairman and Chief Executive Officer.
Current era
In 2004, after 44 years as a privately held company, an employee of Domino's Pizza rang the opening bell at the New York Stock Exchange and the company began trading common stock on the NYSE under the ticker symbol "DPZ".
Industry trade publication Pizza Today magazine named Domino's Pizza "Chain of the Year" in 2003 and did so again in 2010.In a simultaneous celebration in 2006, Domino's opened its 5,000th U.S. store in Huntley, Illinois, and its 3,000th international store in Panama City, making 8,000 total stores for the system. Also that year, the Domino's Pizza store in Tallaght, Dublin, Ireland, became the first in Domino's history to hit a turnover of $3 million (€2.35 million) per year. As of September 2006, it has 8,238 stores which totaled US$1.4 billion in gross income.
In 2007, Domino's introduced its Veterans and Delivering the Dream franchising programs and also rolled out its online and mobile ordering sites. In 2009, Domino's introduced the Pizza Tracker, an online application that allows customers to view the status of their order in a simulated "real time" progress bar. In addition, the first Domino's with a dining room opened in Stephenville, Texas, giving the customers the option to either eat in or take their pizza home. Since 2005, the voice of Domino's Pizza's national phone ordering service 1-800-DOMINOS has been Kevin Railsback.
In a 2009 survey of consumer taste preferences among national chains by Brand Keys, Domino's was last — tied with Chuck E. Cheese's. In December that year, Domino's announced plans to entirely reinvent its pizza. It began a self-flogging ad campaign in which consumers were filmed criticizing the pizza's quality and chefs were shown developing the new product.The new pizza was introduced that same month, and the following year, Domino's 50th anniversary, the company acquired J. Patrick Doyle as its new CEO experienced a historic 14.3% quarterly gain. While admitted not to endure, the success was described by Doyle as one of the largest quarterly same-store sales jumps ever recorded by a major fast-food chain.
Products
The current Domino's menu features a variety of Italian-American entrees and sides. Pizza is the primary focus, with traditional, specialty and custom pizzas available in a variety of crust styles and toppings. Additional entrees include pasta bread bowls and oven-baked sandwiches. The menu offers chicken side dishes, breadsticks and salads, as well as beverages and desserts.
From its founding until the early 1990s, the menu at Domino's Pizza was kept simple relative to other fast food restaurants, to ensure efficiency of delivery.Historically, Domino's menu consisted solely of one pizza in two sizes (12-inch and 16-inch), 11 toppings, and Coke as the only soft drink option.
The first menu expansion occurred in 1989, with the debut of Domino's deep dish, or pan pizza. Its introduction followed market research showing that 40% of American pizza customers preferred thick crusts. The new product launch cost approximately $25 million, of which $15 million was spent on new sheet metal pans with perforated bottoms. Domino's started testing extra-large size pizzas in early 1993, starting with the 30-slice, yard-long "The Dominator".
Domino's tapped into a market trend toward bite-size foods with spicy Buffalo Chicken Kickers, as an alternative to Buffalo Wings, in August 2002. The breaded, baked, white-meat fillets, similar to chicken tenders, are packaged in a custom-designed box with two types of sauce to "heat up" and "cool down" the chicken.
In August 2003, Domino's announced its first new pizza since January 2000, the Philly Cheese Steak Pizza. The product launch also marked the beginning of a partnership with the National Cattlemen's Beef Association, whose beef Check-Off logo appeared in related
Dominos neat and healthy kitchen.
advertising.Domino's continued its move toward specialty pizzas in 2006, with the introduction of its "Brooklyn Style Pizza", featuring a thinner crust, cornmeal baked in to add crispness, and larger slices that could be folded in the style of traditional New York-style pizza.
In 2008, Domino's once again branched out into non-pizza fare, offering oven-baked sandwiches in four styles, intended to compete with Subway's toasted submarine sandwiches. Early marketing for the sandwiches made varied references to its competition, such as offering free sandwiches to customers named "Jared," a reference to Subway's spokesman of the same name.
The company introduced its American Legends line of specialty pizzas in 2009, featuring 40% more cheese than the company's regular pizzas, along with a greater variety of toppings.That same year, Domino's began selling its BreadBowl Pasta entree, a lightly seasoned bread bowl baked with pasta inside,and Lava Crunch Cake dessert, composed of a crunchy chocolate shell filled with warm fudge. Domino's promoted the item by flying in 1,000 cakes to deliver at Hoffstadt Bluffs Visitor Center near Mount St Helens.
In 2010, the company changed its pizza recipe "from the crust up",making significant changes in the dough, sauce and cheese used in their pizzas. Their advertising campaign admitted to earlier problems with the public perception of Domino's product due to issues of taste.
Corporate governance
Domino's management is led by J. Patrick Doyle, CEO from March 2010, formerly president of Domino's USA. Previous chief executive David Brandon, made athletic director of the University of Michigan in January 2010, remains chairman.Among 11 executive vice presidents are Michael Lawton, CFO; Asi Sheikh, Team USA; Scott Hinshaw, Franchise Operations and Development; and Kenneth Rollin, General Counsel.Domino's operations are overseen by a board of directors led by Brandon. Other members of the board are Andrew Balson, Diana Cantor, Mark Nunnelly, Robert Rosenberg and Bud Hamilton.
Charitable activities
In 2001, Domino's launched a two-year national partnership with the Make-A-Wish Foundation of America. That same year, the company stores in New York City and Washington D.C. provided more than 12,000 pizzas to relief workers following the September 11 attacks on the World Trade Center and The Pentagon. Through a matching funds program, the corporation donated $350,000 to the American Red Cross' disaster relief effort.[6] In 2004, Domino's began its current partnership with St. Jude Children's Research Hospital, participating in the hospital's "Thanks and Giving" campaign since it began in 2004, raising more than $1.3 million in 2006.
Advertising and sponsorship
In the 1980s, Domino's Pizza was well known for its advertisements featuring The Noid. That concept was created by Group 243 Inc. who then hired Will Vinton Studios to produce the television commercials that they created. The catch phrase associated with the commercials was "Avoid the Noid."
Due to a glitch on the Domino's website, the company gave away nearly 11,000 free medium pizzas in March 2009. The company had planned the campaign for December 2008 but dropped the idea and never promoted it. The code was never deactivated though and resulted in the free giveaway of the pizzas across the United States after someone discovered the promotion on the website by typing in the word "bailout" as the promotion code and then shared it with others on the Internet. Domino's deactivated the code on the morning of Tuesday, March 31, 2009 and promised to reimburse store owners for the pizzas.
Domino's sponsored CART's Doug Shierson Racing, which was driven by Arie Luyendyk, and the team won the 1990 Indianapolis 500. In 2003, Domino's teamed up with NASCAR for a multi-year partnership to become the "Official Pizza of NASCAR."Domino's also sponsored Michael Waltrip Racing and driver David Reutimann during the 2007 season in the NASCAR Sprint Cup Series.
30-minute guarantee
Starting in 1973, Domino's Pizza had a guarantee that customers would receive their pizzas within 30 minutes of placing an order, or they would receive the pizzas free. The guarantee was reduced to $3 off in the mid 1980s. In 1992, the company settled a lawsuit brought by the family of an Indiana woman who had been killed by a Domino's delivery driver, paying the family $2.8 million. In 1993, Domino's settled another lawsuit, this one brought by a woman who was injured when a Domino's delivery driver ran a red light and collided with her vehicle. The woman was paid nearly $80 million. The guarantee was dropped that same year because of the "public perception of reckless driving and irresponsibility", according to Monaghan.
In December 2007, Domino's introduced a new slogan, "You Got 30 Minutes", alluding to the earlier pledge but stopping short of promising delivery in a half hour.
30 minutes guarantee for hot n delicious pizza or free.
S.W.O.T ANALYSIS OF
THE ORGANISATION
SWOT ANALYSIS OF DOMINOS:
Strengths
Open door policy to the press
CERES guidance and co-ordination &
active CSR
Selective supply chain strategy
Rigorous food safety standards
Affordable prices and high quality
products
Nutritional information available on
packaging
Decentralised yet connected system
Innovative excellence program
Promoting ethical conduct
Profitable
Weaknesses
Inflexible to changes in market trends
Difficult to find and retain employees
Drive for achieving shareholder value
may counter CSR
Promote unhealthy food
Promoted CSR meat imports in error
Opportunities
Attractive & flexible employment
Positive environmental commitments
Higher standards demanded from
suppliers
Corporate Responsibility Committee
Honest & real brand image
Threats
Fabricated stories about the quality of
our chicken
Unhealthy foods for children
Health concerns surrounding Beef,
Poultry & Fish
Labor exploitation in China
CSR at the risk of profit loss
Contributor to global warming
Local fast food restaurants
LIMITATIONS OF THE STUDY:
Since the road to improvement is never ending, so this study also suffers from certain
limitations. Some of them are as follows:
Scope of project is limited in the sense that only Dominos has been taken for consumer
research.
The extent of the survey was New Delhi only. So the suggestions or arguments given in
the report may not hold true for other locations in India.
Questionnaire method involves some uncertainty of response. Co-operation on the part
of informants, in some cases, was difficult to presume.
Because of time constraints and reserve constraints, a mix of convenient sampling and
Judgement (Probability & Random) sampling was used.
Also because of above mentioned constraints, the sample size chosen for the survey
was 100 people.
It is possible that the information supplied by the informants may be incorrect.
RESEARCH DESIGN
The controlling plan for a marketing research study in which the methods and procedures
for collecting and analyzing the information is to be collected is known as Research
Design or A framework or plan for a study that guides the collection and analysis of the
data.
Descriptive Research
A research design in which the major emphasis is on determining the frequency with
which something occurs. For example, How often users access the Internet in a given
month. The focus of descriptive research is to provide an accurate description for
something that is occurring.
Data Source
In this project both primary data as well as secondary data are used.
PRIMARY DATA
Primary data used in this project is collected through three methods, namely,
QUESTIONNAIRE METHOD and DIRECT PERSONAL INTERVIEW METHOD,
OBSERVATION METHOD. ALL these methods proved to be great help in getting the
required information.
SECONDARY DATA
It is not possible to collect first hand information for each & every thing so, secondary
data from various sources like Internet, A. C Neilson’s report on Jan, 2007, Information
from television channels like CNBC, Z Business, NDTV Profit etc. and Indian Infoline
Website.
OBJECTIVES OF THE STUDY:
To do customer value analysis which includes identifying the major attributes that
customers value in a fast food chain restaurant, assessing the quality of the different
attributes.
To shed light on different aspects that a service based food chain must follow in order to
increase its market share and for being on a continuous growth stream.
To identify different activities that an aggressive company like Dominos follow in order
to establish itself in a local market and increasing sales by being in customer’s mind and
heart.
To know the consumer perception and Preference about Dominos products.
The research also find out the company on different customer value attributed and try to find
their performance through:
.
CONCEPTUAL
DISCUSSION
Customer Satisfaction
Through
4 P’s
Of
Marketing Mix
Marketing Mix
Marketing Mix refers to the ingredients or the tools or the variable which the marketer mixes
in order to interact with a particular market.
“Marketing Mix is a set of marketing tools that the firm uses to pursue its marketing
objectives in the target market”
- Kotler
Marketing mix is a term used to describe the combination o the four inputs which constitute
the core of a company’s marketing system: the product; the price structure; the promotional
activities, and the distribution system.
Marketing mix represents the total marketing programme of a firm. It involves decisions with
regard to product, price, place and promotion. Marketing mix is a blending of decisions in the
‘4 Ps’.Four major ingredients of marketing mix are:
1. Product
A product is any good or service that consumers want. It is a bundle of utilities or a cluster of
tangible and intangible attributes. Product component of the marketing mix involves
planning, developing and producing the right type of products and services. It deals with the
dimensions of product line, durability and other qualities. The total product should be such
that it really satisfies the needs of the target market. In short, product mix requires decisions
with regard to
(a) Size and weight of the product (b) Quality of the product (c) Design of the product
(d) Volume of output (e) Brand name (f) Packaging (g) Product range (h) Product testing.
2. Price
Price is an important factor affecting the success of a firm. Pricing decisions and policies
have a direct influence on sales volume and profits of business. Price is, therefore, an
important element in the marketing mix. In practice, it is very difficult to fix the right price.
Right price can be determined through pricing research and test marketing. A lot of exercise
and innovation is req. to determine the price that will enable the firm to sell its products
successfully. Demand, cost, competition, govt. regulation, etc. are the vital factors that must
be taken into consideration in the determination of the price. Price mix involves decisions
regarding base price, discounts, allowances, fright payment, credit, etc.
3. Promotion
Promotion component of the marketing mix is concerned with bringing products to the
knowledge of customers and persuading them to buy. It is the function of informing and
influencing the customer. Promotion mix involves decisions with respect to advertising,
personal selling and sales promotion. All these techniques help to promote the sale of
products and to fight the competition in the market.
No single method of promotion is effective alone and, therefore, a promotional campaign
usually involves a combination of two or more promotional methods. Growing competition
and widening market have made simultaneous use of more than one promotional method all
the more necessary. Combination of two or more methods in a single promotional campaign
requires an effective blending of promotional inputs so as to optimize the expenditure on
each. There is no one ideal product, type of customers, the promotion budget, stage of
demand, etc. should be taken into consideration.
4. Place (Distribution)
This element of marketing mix involves a choice of the place where the products are to be
displayed and made available to the customers. It is concerned with decisions relating to the
wholesale and retail outlets or channels of distribution. The objective of selecting and
managing trade channels is to provide the products to the right customer at the right time and
place on a continuing basis. In deciding where and through whom to sell, management should
consider where the customer wants the goods to be available. A manufacturer may distribute
his goods through his own outlets or he may employ wholesalers and retailers for this
purpose. Irrespective of the channel used management must continuously evaluate channel
performance and make changes whenever performance falls short of expected targets. In
addition, management must develop a physical distribution system for handling and
transporting the products through the selected channels. In the determination of distribution
mix or marketing logistics, a firm has to make decision with regard to the mode of
transporting of goods to middle-men, use of company vehicles or both.
Product Mix
(Dominos Product Mix)
As explained earlier Product mix deals with the dimensions of product line, quality and
design of the product, its packaging, brand name, product range, etc.
In this section we will study the product mix of Dominos
Product line of Dominos includes the products offered for sale, i.e. the range of food
products offered to the customers.
The product breadth or number of products offered by Dominos can be classified as:
Vegetarian products
Non vegetarian products
Beverages
Deserts
Add-ons
Vegetarian products include: Non-Vegetarian products include:
Veg.cheese pizza Non –veg.chicken pizza
Veg.onion pizza
Beverages Desserts Add-ons
Cold coffee Soft serve cone Ice tea
Hot serves choco lava cake Shakes
Soft drinks
All this shows the wide product range of Dominos. Besides that the quality of Dominos
according to the survey and general findings, is consistent throughout the life of the product.
Nothing but the Best
That's how we plan our product range. Food quality is key at Dominos .That's why we take
pride in the foods we serve you and your family. We seek out fresh lettuce and tomatoes,
quality buns and potatoes, select poultry and fish and wholesome dairy products. Despite
extensive and meticulous quality tests at the supplier end, all products are once again
carefully scrutinized at the restaurant. Our immaculate standards of quality allow for nothing
but the best to reach your tray.
Cold Chain
The term Cold Chain describes the network for the procurement, warehousing,
transportation and retailing of food products under controlled temperatures. McDonald’s
restaurants store products to be used on a daily basis, within a temperature range of 18ºC to
4ºC. About 52% of our food products need to be stored under these conditions before they
are used.
Trikaya Agriculture - Supplier of Iceberg Lettuce
Implementation of advanced agricultural practices has enabled Trikaya to successfully grow
specialty crops like iceberg lettuce, special herbs and many oriental vegetables. A
specialized nursery with a team of agricultural experts.
Vista Processed Foods Pvt. Ltd. - Supplier of Chicken and Vegetable range of products
A joint venture with OSI Industries Inc., USA, and Dominos India Pvt. Ltd. Vista Processed
Foods Pvt. Ltd. produces a range of frozen chicken and vegetable foods. A Separate
processing lines for chicken and vegetable foods.
Dynamix Diary - Supplier of Cheese
Dynamix has brought immense benefits to farmers in Baramati, Maharashtra by setting
up a network of milk collection centres equipped with bulk coolers. Easy accessibility
has enabled farmers augment their income by finding a new market for surplus milk
Product strategies:
In order to achieve the desired rate of profits and growth, a firm has to continuously adjust its
products and product mix to the changing needs and targets of the market.
This matching of products to the requirements of competition and buyers is known as product
strategy.
Some of the important product strategies, which firms adopt, are as follows:
1) Limited Line Strategy:
This refers to the offering of one product or a small number of products to cater specific
market. The main benefit of this strategy is low cost of operations. However, it cannot meet
the requirements of different types of customers in different markets.
2) Full Line Strategy:
This ids also known as broad line strategy, it implies the offering of a large number of
products to meet the requirements of different customers in different markets.
3) Trading up and trading down:
These are alternate or opposite strategies for expanding the product mix.
Trading up implies addition of some higher priced products to the existing product line of
lowered priced products for improving the sales of old products.
Trading down refers to the addition of lower-priced products to the existing higher priced
product to boost total sales.
Price Mix
Price and Pricing strategies:
Price is the key element of marketing mix because it relates directly to the generation of total
revenue. The term pricing policy refers to a systematic approach to pricing of different
products in different markets to evolve an appropriate pattern of prices in the long run. It is
the plan defining the initial price range and the planned price movements through time that
the firm will use to achieve its marketing objectives. Pricing policy includes not only the
determination of base prices but also the terms and conditions of sale.
Company Pricing policies:
The price must be consistent with company pricing policies. Many companies set up a pricing
department to develop policies and establish or approve decisions. The aim is to
ensure that the salespeople quote prices that are reasonable to customers and profitable to the
company.
Now a days most companies follows buyer based pricing. They are basing their prices on the
product’s perceived value. They see buyers’ perception of value, not the seller’s cost, as the
key to pricing.The company using perceived-value pricing must establish the value in the
buyers’ mind concerning different competitive offers.
Dominos began with skimming prices, i.e. setting a very high price for a new product initially
and to reduce the price gradually as competitors enter the market.
The initial high price serves to skim the cream of the market, that is , relatively insensitive to
price. This approach to pricing is, in effect, an experimental search for the right price and it
may result in a market-determined price. This method starts with a high price and moves the
price downward by steps until the right price is reached.
Initially Dominos charged high price than what is being charged now. But now it introduces
new schemes for value of money.
Place Mix
(Distribution)
This element of marketing mix involves a choice of the place where the products are to be
displayed and made available to the customers. It is concerned with decisions relating to the
wholesale and retail outlets or channels of distribution. The objective of selecting and
managing trade channels is to provide the products to the right customer at the right time and
place on a continuing basis.
Dominos distribution centres are wide, located in every area of India.
Dominos has Dine-in restaurant, Drive-Thru..
Dominos has 122 restaurants in India of which 72 are in north & east India and 50 in west &
south India.
72 restaurants in North & East India: with
32 in Delhi
20 in Uttar Pradesh – Noida (4), Ghaziabad (4), Mathura (1) (Highway and Drive Thru),
Kanpur (2), Meerut (1), Lucknow (4), Agra (1), Allahabad (1), Varanasi (2)
10 in Haryana - Faridabad (3), Manesar (1) (Highway and Drive - Thru), Gurgaon (4),
Karnal (1) (Highway and Drive - Thru), Panipat (1)
5 in Punjab - Chandigarh (1), Ludhiana (1), Doraha (1) (Highway and Drive - Thru),
Jalandhar (1), Patarsi (1) (Highway and Drive - Thru)
2 in Rajasthan - Jaipur (2)
1 in Uttaranchal - Dehradun (1)
1 in West Bengal – Kolkata (1)
50 restaurants in West & South India:
30 in Maharashtra – Mumbai (22), Pune (7), Nasik (1)
7 in Gujarat – Ahmedabad (4), Vadodara (2), Surat (1)
6 in Karnataka – Bangalore(6)
4 in Andhra Pradesh – Hyderabad (4)
3 in Madhya Pradesh – Indore (3)
For the Big Mac, the current calendar year will be the biggest in terms of restaurant openings,
and by year-end, 16 new restaurants would be in place, informs Vikram Bakshi, Managing
Director, dominosIndia.
The new outlets will be a combination of highway restaurants, outlets at railway stations, at
shopping malls and cineplexes, besides at residential areas with significant footfalls. India
recently won the tender for setting up an outlet each at railway stations in Mumbai and
Jaipur. In Delhi, the chain will mark its presence through an outlet at the ambitious Delhi
Metro Rail Corporation project, expected to be operational by year-end. And if all goes
according to plan, another dominos outlet could come up at Delhi's Nizammuddin railway
station.
The fourth Dominos highway outlet on the Delhi-Jaipur highway is expected to begin
operating shortly. The chain's other three highway restaurants are located on the Delhi-Agra
highway, the Delhi-Ludhiana highway and the Mumbai-Pune highway.
Promotion Mix
Promotion is a process of communication with the potential buyers involving information,
persuasion and influence. It includes all types of personal or impersonal communication with
customers and intermediaries.
Promotion mix refers to the combination o various promotional tools usd by a business firm
to create, maintain and increase demand. It involves an appropriate integration of advertising,
personal selling, sales promotion and publicity.
FINDINGS
AND
RECOMMENDATIONS
Conclusion
Going through the analysis of response from the survey conducted, it is concluded that
Dominos is able to be and retain at top among all the fast food chains like Nirula’s, Subway
and Burger King,Sbarro.
Dominos is also preferred over Pizza hut, McDonald’s and KFC.
Dominos is providing its customers good quality food products.
Though not wide but its product line is quite impressive. It includes meals for both
Vegetarian and Non-Vegetarian and satisfies both section of customers.
Dominos is also providing its customers a well provided and comfortable ambience.
It has been rated as ‘very good’ by its customers in terms of Taste and Variety of food and
promptness of delivery.
Dominos maintains its consistency in taste and quality.
Customers are also satisfied with its prices and promotional and advertising activities.
Prices are affordable by all and Dominos also satisfies its customers by continuously
introducing value for money offers
Summarising all points we conclude that Dominos is growing fastly by satisfying its
customers by providing quality and maintaining consistency and also has an impressive
strategy of marketing the products in the form of Marketing Mix Elements.
Recommendations
The Recommendations to Dominos is to:
1. Maintain consistency in the taste and quality of products.
2. Include more items in its product line like burgers.
3. Include more promotional and advertising measures to increase its sales or to increase its
market share.
4. They Should also freeze their Ice Creams at higher Temperature so that it does not get
melted so early.
5. The most important thing is that they should also sell pizza’s without cheese because
today’s generation is more Diet Conscious and each and every pizza of Dominos is more
or less of cheese so they should make pizza’s without cheese.
6. One Thing more Dominos should start is giving Customized waiter Services instead of
Self Services.
7. The Soft Drinks provided in Dominos is more of Ice and less of Cold Drink.
DATA ANALYSIS
Analysis of Questionnaire
Q1. Do you love Outdoor eating?
Yes No
20%
80%
20% NO
80% YES
Out of the Sample of 100, following results were obtained:
80% of the people agreed that they love Outdoor eating a lot.
20% of the people said that they don’t like Outdoor eating.
Population
0
5
10
15
20
25
30
Once aWeek
More thanOnce aWeek
Once aFortnight
Once aMonth
Less thanOnce aMonth
Population
58
25
75
Q2. How frequently do you visit Dominos ?
Once a week More than once a week Once a fortnight
Once a month Less than once a month
Out of the sample of 100, following results were obtained:
25 informants said that they visit Dominos once in a fortnight. This section of people is
50% of the total sample.
8 informants said that they visit more than once in a week i.e. 16% of the people
surveyed.
7 said that they visit once in a month. They are 14% of the people surveyed.
5 persons each said that they visit once a week and less than once a month respectively.
They are 20% of the people surveyed.
17
15
10
3
5
0 5 10 15 20
Dominos
Pizza hut
Mcdonald
KFC
Nirula’s
R es ta ur
an ts
pr
ef er re d
no. of persons
Q3. Restaurants preferred by customers
Restaurant
preferred
No. of persons
Dominos 17
Pizza hut 15
McDonalds 10
KFC 3
Nirula’s 5
17 out of 100 persons surveyed preferred Dominos over any other restaurant, i.e. 34%.
15 persons preferred Pizza hut, i.e. 30%.
10 persons preferred McDonalds’s, i.e. 20%
3 persons preferred KFC, i.e. 6%
5 persons preferred Nirula’s, i.e. 10%
This survey conveys that there is a tough competition between Dominos, Pizza hut and
McDonalds, kfc and burger king.
Q4. Rate Dominos on the following Attribute Scale:
Attribute V-Good Good Above Avg. Average Poor
Taste of food 30 12 5 2 1
Variety of food 20 25 3 1 1
General hygiene 25 19 4 2 0
Ambience/Décor 9 12 21 5 3
Value for money 6 24 15 4 1
Friendliness of peers 9 20 15 4 2
Promptness of delivery 15 20 10 2 3
05
101520253035
V-Good
Good
Above Avg.
Average
Poor
Out of 100 Persons being surveyed, out of 30 Rating has been done.
On the Rating Scale 30 is the highest Attribute rating for taste of food which is found to
be V. Good.
And 25 is the highest Attribute rating which found the Variety of food to be Good.
25 is the highest Attribute rating which found the General Hygiene to be V. Good.
21 is the highest Attribute rating which found the Ambience/Décor to be Above Average.
24 is the highest Attribute rating which found the Value for Money to be Good.
20 is the highest Attribute rating which found the Friendliness of Peers to be Good.
20 is the highest Attribute rating which found the Promptness of Delivery to be Good.
Q5. Is Dominos ambience comfortable and well provided?
No. of persons
05
1015202530354045
StronglyDisagree
Disagree
Neither Agree
Agree
Strongly Agree
No. of Persons
Regarding the Comfortability of Dominos,
38 persons out of 100 surveyed agreed that its ambience is comfortable i.e. 60%
7 persons neither agree nor disagree i.e. 20%
3 persons strongly agreed i.e. 15%
1 person each disagreed i.e. 5%
Q6. Does Dominos maintains consistency in its taste and quality?
Views No. of persons
Views No. of persons
Strongly Disagree 1
Disagree 1
Neither agree 7
Agree 38
Strongly Agree 3
Yes 43
No 7
No. of persons
Yes86%
No14%
This question shows whether Dominos maintains consistency in taste and quality of its food
products.
86% of the persons surveyed agreed that Dominos maintains consistency in its taste and
quality while 14% disagreed.
Q7. Are you satisfied with the prices charged by Dominos?
Views No. of persons
Very satisfied 9
Satisfied 35
Not satisfied 6
0009
35
6
1
2
3
This question deals with the pricing of Dominos’ food products.
Out of 100 persons surveyed.
35 are satisfied with the prices charged i.e. 55%
9 are very satisfied i.e. 30% and
6 are not satisfied i.e. 15%
Q8. Do you find the promotional measures adopted by Dominos effective?
Views No. of persons
Very effective 7
effective 27
Not effective 16
No. of persons
0
5
10
15
20
25
30
Very effective
Effective
Not effective
No. of persons
This question deals with whether the promotional measures adopted by Dominos are effective
or not.
Out of 100 persons being surveyed:
7 persons find it very effective i.e. 10%
27 persons found it effective i.e. 50% while
16 persons doesn’t find it effective i.e. 40%
Q9. What recommendations do you wish to suggest to Dominos?
Recommendations No. of persons
Include more variety 32
Reduce prices 6
Better advertising and promotion 5
Improve quality 7
0000
326
5
7
1
2
3
4
This question gives out the suggestions to increase the sales.
Out of 100 persons surveyed:
32 persons suggested that Dominos must include more variety i.e. 52%
6 persons suggested to reduce prices i.e. 12%
5 suggested to adopt better advertising and promotion measures i.e. 10% and,
7 suggested to improve quality i.e. 26%
Q10. How would you describe your eating experience at Dominos?
Experience No. of Persons
Excellent 4
Very Good 17
Good 25
Poor 4
0
5
10
15
20
25
Excellent Very good Poor Good
No. of persons
No. of persons
This question describes the eating experience at Dominos.
Out of 100 persons being surveyed:
4 describe their eating experience as excellent i.e. 15%
17 as very good i.e.20%
25 as good i.e. 50% and
4 as poor i.e. 15%
Q11. Are you satisfied with the varieties of Dominos?
Very satisfied Satisfied Not Satisfied
70%
15%
15% 0%
VERY SATISFIED
SATISFIED
NOT SATISFIED
Out of the Sample of 100, Following results were Obtained:
70% of the people said that they were Very much satisfied with the Varieties of Dominos.
15% of the people said that they were only satisfied with the varieties of McDonlads.
15% of the people said that they were not at all satisfied with the varieties provided by
Narulas.
Q12. Are you aware of the Charity services of Dominos?
Yes No
60%
40%40% NO
60% YES
From the following pie chart, following information has been obtained:
60% of the people say that they are Aware of the Charity Services provided by Dominos
and,
40% of the people say that they are not Aware of the Charity Services Provided by
Dominos.
ANNEXURE
QUESSIONAIRE
Name: Age:
Marital Status: Occupation:
No. Of Children: Income:
Q1. Do you love Outdoor eating?
Yes No
Q2. How frequently do you visit Dominos?
Once a week More than once a week Once a fortnight
Once a month Less than once a month
Q3. Is Dominos ambience comfortable and well maintained?
Strongly disagree n
Disagree
Neither agree
Agree
Q4. Does Dominos maintains consistency in its taste and quality?
Yes
No
Q5. Are you satisfied with the prices charged by Dominos? Yes
NO
Q6. How would you describe your eating experience at Dominos?
Good Poor Excellent
Q7.Is dominos food hygienic?
Yes No
Q8.Are you satisfied with services provided by Dominos?
Yes No
Q9.Which option you prefer in dominos?
Dine in take away home delivery
Q10.Do you go to any other outlet also?
Yes No
Q11.If yes,then which one?
Pizza hut Subway McDonalds Others
Q12.Have you ever called for home delivery of products from dominos?
Yes No
Q13.If yes do they have delivered their product in half an hour?
Yes No
BIBLIOGRAPHY
Books referred:
Kotler P. (2004) ‘Marketing Management: Analysis, Planning, Implementation & Control’,
Prentice Hall of India, New Delhi
Christopher G and Harold W Bukman, ‘
Marketing management C.B.Gupta
Articles referred:
Dominos : “Think global, act global” – the marketing mix –
Websites referred:
www.wikipedia.com
www.dominos.com
www.dominossindia.com
www.emeraldlibrary.com
www.google.com
Websites of different fast food restaurants.