report on pizza hut final

8/6/2019 Report on Pizza Hut Final

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A project report

on

Pizza Hut

And project work entitled as

A study of

Customer Satisfaction Levelof Pizza Hut

Prepared and presented to

Mr. Durgesh Batra

Faculty member,IIPM,Jaipur

Presented by:

Nitesh agrawal


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Letter of Acceptance

To:

Mr. Durgesh Batra

Lecturer IIPM,

Jaipur

Subject: PREPARATION OF REPORT

I am hereby presenting the report on Company Pizza Hut and assure

you submission of our report in compliance with the instruction

envisaged.

Name of topic is repeated for ready reference please.

A study of Customer Satisfaction Level of

Pizza Hut

Yours sincerely,

Nitesh agrawal

Date: November 03, 2009


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ACKNOWLEDGEMENT

I took this opportunity to express my gratitude to all those

who have helped me to make this project a success. Iwould like to thank prof. Durgesh Batra who helped and

guided me throughout the development of the project, He

provided me all kind of information, and inspired me to

complete the project successfully..

I would like to thank everyone who

contributed for the success of this project. I must thank

them whose valuable guidance makes it so simple and

support me during the project development directly or

indirectly.

However, I accept the sole responsibility for any possible

error of our mission and would be extremely grateful tothe readers of this project report if they bring such

mistakes to my notice.


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TABLE OF CONTENT

Sr. No. Particulars Page No.

. Introduction of McDonalds

- History

- Business Model

- McDonalds in India

3. SWOT Analysis

4. Methodology

- Introduction

- Research Objective

- Research Plan

- Research limitations

5. Analysis & Interpretation

6. Conclusion & Recommendations

7. Annexure

- Bibliography


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EXECUTIVE SUMMARY

During the past four decades Pizza Hut has

built a reputation for excellence that has earnedthe respect of consumers and industry experts

alike. Building a leading pizza company has

required relentless innovation, commitment to

quality and dedication to customer service and

value. The qualities of entrepreneurship,growth and leadership have characterized

Pizza Huts business through more than four

decades of success. Through the strength of its

heritage, its culture and its people and

franchisees, Pizza Hut looks forward to more

success in future. There are different objectives

of every organization. In order to achieve these

objectives different targets are set. Targets pass

down the hierarchy depending on the nature of

the business. Therefore, in order to achieve the

objectives, management decides on different

strategies. These strategies are divided into

many sub-parts and are useful for the running


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of the business. The employees and the

management know what they have to achieve

through the targets which have been set to

them and the strategies they have adopted help

them know the way they will achieve the

objectives. Similarly, Pizza Hut has different

targets set to them and they have adopted

different strategies to successfully achieve thetargets set. These targets are set by the RSC i.e.

the restaurant support centre in Jaipur. These

targets are passed on to the RGM (restaurant

general manager) and he passes them to the

workforce. These targets fall within theorganizational structure in which there are

many people who have different targets to

achieve. In order to successfully achieve the

targets they need to co-operate and work in a

friendly environment


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Research Methodology

Study Objective:To study and analyze the customer satisfaction levelof Pizza Hut in Jaipur

Type of Research:Descriptive

Research Approach:Survey

Research Instrument:Questionnaire

Sampling Unit:Customers of Pizza Hut in JaipurSample Size:100 People

Sampling Procedure:Stratified Random Sample

Contact Method:Personal Interview


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INTRODUCTION

This study is primarily intended to overseeand evaluate the customer satisfaction level

of Pizza Hut as a brand of new generation

food item viz. Pizza in Jaipur.

The people of this city have been known fortheir taste for foods.

"Food is the nucleus of all activities inJaipur and people here eat and serve to their

hearts content.

Culture and cuisine are two highlights ofthe city of Jaipur.

Eating out is the most popular form ofentertainment and has been en vogue since

times immemorial.


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Indian Food Industry

India is the world's second largestproducer of food next to China.

The total food production in India islikely to double in the next ten years

and there is an opportunity for large

investments in food and food processing

technologies, skills and equipment.

India is one of the worlds major foodproducers but accounts for less than 1.5

per cent of international food trade.

The Indian food industries salesturnover is Rs. 1,40,000 crore annually

as at the start of year 2000.


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History of Pizza

Pizza is a baked pie of Italian originconsisting of a shallow bread-like crust

covered with seasoned tomato sauce,

cheese, and often other toppings such as

sausage or olive.The common belief is that

Italians invented the pizza;

however the origins go back

to the ancient times.

it is known the Babylonians,Israelites, Egyptians and other ancient

Middle Eastern cultures were eating flat,

un-leaven bread that had been cooked in

mud ovens.it is known that ancient Mediterranean

people such as the Greeks, Romans and


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Egyptians were eating the bread, topped

seasoned with olive oil and native spices.

It's fairly well established that the first pizzaas we know it today was created by a man

named Raffaele

Esposito from Naples,

Italy in 1889 for

Umberto I, King ofItaly, and his wife,

Queen Margherita di

Savoia.

The king and Queen liked the pizza somuch that word quickly reached the

masses.

As the years passed and the turn of thecentury came about, Italian immigrants

brought this recipe with them to America.


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Pizza Hut History

1958: The legacy of PizzaHut began, when two

college-aged brothers from

Whichita, Kansas, Frank and

Dan Carney opens first

Pizza Hut restaurant afterborrowing $600 from their

mother.

1959: Pizza Hut isincorporated in Kansas and

the first franchise unit opens

in Topeka, Kansas.

1968: International marketentered with opening of

Pizza Hut restaurant inCanada.

1969:Red roof adopted for restaurants.


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1972:Pizza Hut, Inc. listedon New York Stock Exchange

under the symbol PIZ.

1977: Pizza Hut, Inc.stockholders overwhelmingly

approve merger with PepsiCo,

Inc. for an undisclosed sum.

1986:Delivery service, as anew concept, is initiated.

1996: Pizza hut comes toIndia with a dine in restaurant

Banglore that has specialvegetarian pizzas.

1997: Pizza hut opens adine-in restaurant in Delhi.


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Marketing Research

Marketing research plays an important role in theprocess of marketing. Starting with market component of the

total marketing talks. It helps the firm to acquire a better

understanding of the consumers, the competition and the

marketing environment.

Defination

Marketing research is a systematic gathering, recording

and analysis marketing problem to facilitate decision

making.

Coundiff & Still.

Marketing research is a systematic problem analysis,

model building and fact finding for the purpose of

important decision making and control in the marketing

of goods and services.- Phillip

Kotler.


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Main steps involved in marketing

research

Defining the Marketing Problem to be

tackled and identifying the market research

problem involved in the task.

(1)Define the problem and its objectives.(2)Identify the problem.(3) Determine the information needed.(4)Determine the sources of information.(5)Decide research methods.(6)Tabulate, Analyze and interpret the

data.(7)Prepare research report.(8)Follow-up the study.


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Research Design

The research design followed during the

course of research work was-

Exploratory research:

To study and gain the knowledge about thecurrent supply chain in the food processingindustry and the shortcomings which it isfacing.

We have done pilot study on retailers and theiprocessors. Our focus group includes FarmersRetailers and Processors.

To study problem faced by the retailers and thfarmers during supply chain we have conducted

the focus group interview.


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Descriptive Research:

After going through the EXPLORATORYREASEARCH, the research process was

advanced with the help of DESCRIPTIVE

RESEARCH, which was followed in the

following manner:-

Designing and developing if questionnairesfor both the retailers and farmers.

Collection of data and information with thehelp of these questionnaires.Cross sectional study been done to explore

the impact of organized retail on food

Processing industry.

Evaluation and analysis of data as per theobjectives of the research.


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Final conclusion & recommendation as per the

analysis

Limitations:

Sometime respondents refuse to cooperateand it may possible that they give biased anddishonest answers.

Marketing Research takes time and money.It may possible that personality and caliber of

two researchers are different and thus their

findings could also vary.


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Environmental and internal analysisof

Pizza HutIn our visit to Pizza Hut we conducted researchon PEST (Political, Economic, Social andTechnological) Analysis.In the internal analysis of Pizza Hut we have

considered SWOT of the Company.

PEST ( Political, Economic, Social &Technological)

i.

POLITICAL ISSUES:

Political issues include regulatory frame workoperating in judicial system which may affectthe business in different ways. There are notmany political factors in Jaipur affecting Pizza

Hut as is lack of competition. Factors such aslaws on business employment, pollution andtaxation apply on the organization which ithas to follow regarding the rules.


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ii. ECNOMIC FACTORS:If the countys economy is better so the GDP ofthe country will be good, this is a green signalfor the business as the per capita income of thepeople will be increased and they will spendmore money. In our survey we came to knowthat most of the people in the beginning of themonths spend more and they visit pizza hutvery often. When the inflation rate increases thecost of raw material also increases and thisleads towards high prices of the products andvice versa.

iii. SOCIAL FACTORS:Pizza hut is a multinational and it is basicallyoriginated from America so the organization isoverwhelmed by western culture. There are

social forms of society which consist of Upperclass, middle class, middle upper class, lowerclass and lower class. Every country hascultural norms, values, beliefs and religionwhich can affect the organization.


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iv. TECHNOLOGICAL FACTORS:Now a days technology is improving so asbaking and heating ovens will be of new andefficient technology and will provide efficientservice. Due to new technology there are newways of marketing like internet; telemarketingand the organization can advertise theirproducts with much more faster pace.Computer based customer data that is MIS(managing information system) helps incollecting customer data, daily transactions,

future forecasting and decision making. Newvehicles will make their service more efficient.


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Marketing Aspects:

Pizza Hut laid more emphasis on itsrestaurant dining experience.

Pizza Hut localizes it menu tocapture local Indian Market.In 2000 Pizza Hut launched its

innovative Pizza Pooch menu and

Pizza Pooch Birthday Party package

exclusively for kids in the 6-10 agegroups.

It positioned itself as familyrestaurant and also concentrated on

wooing kids.


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Analysis of the Survey

1. Which age group do you belong to?

1. Below 18 9%

2. 19 to 25 64%

3. 26 to 35 19%

4. 35 &Above

8%

Inference:

Maximum percentage of customers come from the age

group 19 to 25.

9%

64%

19%

8%

1. Below 18 2. 19 to 25 3. 26 to 35 4. 35 & Above


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2. How many times you go outside for eating food?

Inference:

Around 50% people go out to eat once or twice in a week

19%

21%

33%

16%

11%

once in a month

twice in a month

once in a week

twice in a week

other

1. Once in a Month 19%

2. Twice in a Month 21%3. Once in a Week 33%

4. Twice in a Week 16%

5. Other 11%


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3. Which Places you regularly visits for eating food?

1. Hotels & Restaurants 59%

2. Fast food junctions 35%

3. Local Dhabas & FoodVendors

6%

Inference:

59% people prefer going to hotels and restaurants.

59%

35%

6%

1. Hotels & Restaurants 2. Fast food junctions 3. Local Dhabas & Food Vendors


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4. How Many time you come at pizza hut?

1. First Time 14%

2. Once in a month 39%

3. Twice in a month 16%

4. Once in a Week 12%

5. Twice in a Week 19%

6. Other 0%

Inference:

percentage of people coming to pizza hut once in a month

is maximum.

14%

39%16%

12%

19%

1. First Time 2. Once in a month 3. Twice in a month

4. Once in a Week 5. Twice in a Week 6. Other


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5. Are you satisfied with the parking facility at pizza hut?

1. Yes 80%2. No 20%

Inference:

Except 20% people, rest all are satisfied with the parking

space.

80%

20%

1. Yes 2. No


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6. Are you satisfied with the response time of pizza hut

service?

1. Yes 96%

2. No 4%

Inference:

Mostly all are satisfied with the response time of the

services.

96%

4%

1. Yes

2. No


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7. Which type of pizzas you are regularly eating at pizza

hut?

A.

1. Pan 47%

2. Freshizza 21%

3. Both 32%

Inference:

Preference of pan pizzas is maximum in pizza hut.

47%

21%

32%

1. Pan 2. Freshizza 3. Both


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7B.

1. Veg. 87%

2. Non Veg. 6%

3. Both 7%

Inference:

Almost 90% people prefer having veg pizzas.

87%

6%

7%

1. Veg. 2. Non Veg. 3. Both


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8. Have you ordered for Appetizers & Beverages?

1. Yes 63%

2. No 37%

Inference:

Around 65% people order for Appetizers & Beverages.

63%

37%

1. Yes 2. No


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9. Are you satisfied with the taste, quality & quantity of

the food served at pizza hut?

1. Yes 97%

2. No 3%

Inference:

A

lmost everybody is satisfied with the taste, quality &quantity of the food served at pizza hut.

97%

3%

1. Yes 2. No


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10. How do you find the price of the food at pizza hut?

1. Low 0%

2. Perfect 28%

3. High 52%

4. Very High 20%

Inference:

Around 70% people feel the prices are high to very high.

28%

52%

20%

1. Low 2. Perfact 3. High 4. Very High


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11. Do you like the dining room decoration & table setting

at pizza hut?

1. Yes 89%

2. No 11%

Inference:

A

round 90% people find that the ambience is good atpizza hut.

1. Yes

89%

2. No

11%


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13. Have you ever used the home delivery or take away

services of pizza hut?

1. Yes 47%

2. No 53%

Inference:

Majority of the people have not used the home delivery

service.

1. Yes

47%

2. No

53%


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14. Do you like the packaging of the order by pizza hut?

1. Yes 96%

2. No 4%

Inference:

Maximum people like the packaging

96%

4%

1. Yes 2. No


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15. Would you like to come again at pizza hut?

1. Yes 91%

2. No 9%

Inference:

Around 90% people would like to visit again.

1. Yes

91%

2. No

9%


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SWOT Analysis

Strengths:Good Quality Food

(Hygiene)

Brand NameFood worth its PriceGood Service

Weaknesses:Parking FacilitiesAdvertisings are very lessFewer OutletsNo Social Welfare


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Opportunities:More outlets should be open.Sitting Area should be broader.Environment should be more

attractive.

Attractive offers should beintroduced.

Threats:Competitors like US Pizza,

Dominos, etc.

Local restaurantsInstant Fast Food Packets.Housewives are interested in

making Pizzas & other Fast Food

at home.


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Conclusion

Pizza Hut is a complete familyrestaurant.

People are highly satisfied with theservices and quality of the food served at

Pizza Hut.

People of Jaipur like to go outside foreating at least once in a week and on an

average visits Pizza Hut once in a month.

Most of the People visiting Pizza Hutare between 19 to 25 years of age.

People feel that prices of Pizza Hut ishigh.


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SUGGESSTIONS

yPizza hut should reduce their prices orintroduce new meals of lower prices.

yThey should promote their homedelivery services.

yFor promoting the home deliveryservice, they should increase their home

delivery radius.ySince youth is the largest consumer

group, introduce offers and discounts

from time to time.


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Annexure

Questionnaire:

1. Which age group do you belong to?

1. Below 18 3. 26 to 35

2. 19 to 25 4. 35 & Above

2. How many times you go outside for eating food?

3. Which Places you regularly visits for eating food?

1. Hotels & Restaurants 3. Local Dhabas &Food Vendors

2. Fast food junctions

4. How Many time you come at pizza hut?

1. Once in a Month 4. Twice in a Week

2. Twice in a Month 5. Other

3. Once in a Week


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1. First Time 4. Once in a Week

2. Once in a month 5. Twice in a Week

3. Twice in a month 6. Other

5. Are you satisfied with the parking facility at pizza hut?

1. Yes 2. No

6. Are you satisfied with the response time of pizza hut

service?

1. Yes 2. No

7. Which type of pizzas you are regularly eating at pizzahut?

1. Pan 2. Freshizza 3. Both

8. Have you ordered for Appetizers & Beverages?

1. Yes 2. No

9. Are you satisfied with the taste, quality & quantity of

the food served at pizza hut?


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1. Yes 2. No

10. How do you find the price of the food at pizza hut?

1. Low 3. High

2. Perfect 4. Very High

11. Do you like the dining room decoration & table setting

at pizza hut?

1. Yes 2. No

12. What do you say about the cleanliness of dining room,

dining table, wash room etc. of the pizza hut?

1. Very Good 2. Good 3. Poor 4. Very Poor

13. Have you ever used the home delivery or take away

services of pizza hut?

1. Yes

2. No

14. Do you like the packaging of the order by pizza hut?

1. Yes


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2. No

15. Would you like to come again at pizza hut?

1. Yes

2. No

report on pizza hut final

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