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  1. 1. 1.1 DODSAL CORPORATION PVT. LTD. The dodsal corporation Pvt. Ltd. is 53 year old reputed engineering & constriction enterprise employee more than one thousand engineers/managers and then the rescind constructive employee. The group has its credit several on share and off share cross carpentry pipelines. Hotels, power plants, refinery and fertilizer related business. the group has office in members new Delhi, Bangalore, Calculate, Chennai, a significant portions of groups business. is spread overseas and it has office in middle east for the period ended march, 2001. the turnover of dodsal including its overseas portion was over Rs. 700 croons the group is professionally managed and owned by the keeshond form family in Mumbai. Dodsal group believes in the highest level of professional exclave employee people with diverse bulk grand so as to create a professional work culture with thrives on corporate excel eve and maximized returns for all its stake holders. it enjoy very confidence of all minting its high level of integrity and business ethics. DCPL was established on January 1 1999, we began over foray in field of restaurants business by securing the franchise of pizza hut out cock in Bangalore on March 1 1999, we started another restaurant in ahmedabad. history was decided that day as it was the first pore defeatism pizza hut in the world over new stores restaurant in banjara hills, Hyderabad which started on October 22, 2000 is all ready getting raw. reviews by the and year 2000, we started the market with another pizza hut in Bangalore. 1
  2. 2. 1.2 HISTORY & GENERAL INFORMATION The legacy of pizza hut began in 1958, when two collage student from Wichita kankas, frank and Dam carney, were approached by a family friend with the idea of opening a pizza parlor. Although the concept was relatively new to many Americans at that time, the brother quickly shows the potential of this new enterprise. After borrowing $600 from their mother, they purchase some second hand equipment & rented a small building on a busy intersection in their home town. The result of their entrepreneur efforts was the first pizza hut restaurant and the foundation for what would become the target and most successful pizza restaurant company in the world. Over the post for decades they have built a reputation for excellence that has earned them the respect of consumers and industry experts a like, their products have boon voted number one in the countless consumer surveys patrimonies and their accomplishments as an innovative business leader have been cited by such respected publications as restaurant business. Pizza hut a division of Tricon Global Restaurant has more than 7200 units in the US and 3000 units in more than 86 other countries. What did it take to build successful business of that magnitude? To took hard work, to be sure, and it took a commitment to quality and a dedication to serine and value. But perhaps as much as anything. It took the qualities of entrepreneurship, growth and leadership which have characterized our business through nearly four decades of success. 2
  3. 3. Pizza hut franchisees for e.g. evenly the entrepreneurial spirit which launched the system back in 1958. Though system was able to develop new tern Tories both in the U.S. and overseas. 3
  4. 4. 1.3 THE ACHIEVEMENT OF PIZZA HUT  The first Pizza Hut restaurant opens in Wichita, Kansas, started by two college-aged brothers who borrowed $600 from their mother.  Pizza Hut is incorporated in Kansas and the first franchise unit opens in Topeka, Kansas.  "Putt-Putt to Pizza Hut" musical jingle developed for Pizza Hut's first television commercial.  A Pizza Hut restaurant was built in five days by franchisees at the Oklahoma State Fair. World's largest pizza (six feet in diameter) is baked and served at the grand opening of a Fort 4
  5. 5. Worth, Texas Pizza Hut restaurant.  International market entered with opening of Pizza Hut restaurant in Canada. Pizza Hut serves a million people a week at its 310 locations.  Red roof adopted for restaurants. First Pizza Hut restaurant opens in Mexico. Construction begins in Munich, Germany and Australia.  Sandwiches added to basic menu of Thin 'N Crispy pizza, salad, beer and soft drinks. First restaurant opened in Australia.  Pizza Hut becomes the number one pizza restaurant chain in the world in both sales and number of restaurants.  Pizza Hut, Inc. listed on New York Stock Exchange under the symbol PIZ. 5
  6. 6. Pizza Hut restaurant number 1,000 opens in Wichita, KS. A unit opens in Costa Rica.  Pizza Hut restaurants open in Japan and England.  Thick'n Chewy pizza introduced. Chatsworth, CA Pizza Hut restaurant is used in the filming of "The Bad News Bears."  The 100th international Pizza Hut restaurant is opened in Australia, while entire system reaches 2,000.  Pizza Hut, Inc. stockholders overwhelmingly approve merger with PepsiCo, Inc. for an undisclosed sum. Super Supreme is introduced nationwide. Pizza Hut opens its 3,000th unit in Arlington, Texas.  The Sicilian Pan Pizza is introduced. Units open in Kuwait and Abu Dhabi. Pizza Hut raises $342,000 for Easter Seals from national promotion.  Pan Pizza is introduced throughout the system. Restaurant numbers 4,000 opens.  The Pizza Hut ET glass promotion is picked as the top marketing promotion of 1982 by the editorial staff of Chain Marketing and Management. Pizza Hut serves one and a half million pounds of pasta annually. 6
  7. 7.  Personal Pan Pizza, with a five-minute guarantee, is introduced throughout the system. Pizza Hut celebrates 25th anniversary. Pizza Hut employs 10,000 teenagers from 16 to 19 years old.  BOOK IT! national reading incentive program is launched with 200,000 elementary students enrolled. There are more pizza locations than hamburger restaurants in the United States. Pizzerias account for 9.9% of all restaurants in the U.S.  Priazzo and Calizza are introduced.  The system celebrates the opening of its 5,000th restaurant, located in Dallas, Texas. Delivery service, as a new concept, is initiated. Fastest construction of a Pizza Hut restaurant takes place in Wichita, KS --- 39 days from start to finish. The national average is 85 days.  Hand-Tossed Traditional Pizza is introduced throughout the system. Pizza Hut celebrates its 30th anniversary with a total of more than 6,000 restaurants and delivery units worldwide. President Ronald Reagan awards Private Initiative Citation to Pizza Hut President Art Gunther for the creation of BOOK IT! Program.  The Pizza Hut Jobs Plus program expands nationwide to employ more than 10,000 individuals with physical and developmental disabilities. The Jobs Plus program is recognized as the largest corporate initiative of its kind in the food service industry. Pizza Hut opens its 1,000th international unit in Welland, Ontario, Canada. Pizza Hut now serves 54 countries. Pizza Hut sells 9.1 million "Land Before Time" puppets. When released to the public, 7
  8. 8. the movie enjoyed the largest opening ever for an animated feature. For the first time in history, Pizza Hut pizza is delivered to the White House. First Lady Barbara Bush throws a party for 200 Washington, D.C. children during a "Reading is Fundamental" reception.  Pizza Hut system sales reach $4 billion. Pizza Hut delivers more than 1,340,000 pizzas on Super Bowl Sunday, about 7,000 pies a minute. Kamran Atri, assistant manager in Leesberg, VA serves his way into the Guinness Book of World Records by waiting tables at the Leesberg, VA Pizza Hut restaurant for 136 hours, donating $1,200 in tips to the Loudoun County Shelter for Abused Women & Children. More than 4,000 Jobs Plus employees work for Pizza Hut. Personal Pan Pizza becomes available at 1,000 Stop 'N Go convenience stores.  Lunch buffet introduced in 1,800 units. Pizza Hut sets up two mobile hot trailers in Florida City and Goulds, FL after Hurricane Andrew wreaks havoc. Pizza Hut provides 120,000 free meals to relief volunteers and those who lost their homes. Pizza boxes redesigned to save 275,000 tree a year.  Pizza Hut introduces BIGFOOT Pizza -- two square feet of pizza cut into 21slices. The Harvest Program is launched nationwide to donate surplus food to food rescue agencies. Pizza Hut makes its fastest and farthest delivery: 600 large pepperoni pizzas on a 24-hour flight from Dover Air Force Base to U.S. service personnel in Mogadishu, Somalia. Pizza Hut leads the entire restaurant industry in growth and sets new company records for sales and profits. Pizza Hut introduces Chunky Style Pizza in September. Pizza Hut signs contract with 30 hotel 8
  9. 9. companies throughout the country to provide delivery service to their registered guests.  Pizza Hut becomes the single largest retailer of basketballs in the United States, selling 3.7 million balls during its NCAA Final Four promotion. Pizza Hut opens 9,700 square foot Super Pizza Hut restaurant and entertainment center in Mexico City. Pizza Hut in Beirut reopens after being closed during the Gulf War. Soccer legend Pele kicks a ball through the door of Pizza Hut restaurant number 10,000 in Sao Paulo, Brazil on April 13.  Pizza Hut launches the "You'll Love The Stuff We're Made Of" campaign Buffalo Wings soar onto Pizza Hut menu. These spicy chicken wings are served with dipping sauce. Two Customer Satisfaction programs initiated: a 1-800 Customer Satisfaction Hotline and a Customer CallBack Program, which takes the pulse of 50,000 customers per week. Pizza Hut launches Pizzeria Stuffed Crust Pizza, which immediately sets company sales records.  The Deliver Me Home program is created by Pizza Hut and the National Center for Missing and Exploited Children and is tested at the Dallas/Fort Worth International Airport to inform the community of an important identification tool in helping to locate, identify and return missing children to their families. 9
  10. 10.  Pizza Hut wins the 1995 "Choice of Chains" award for Best Pizza Chain sponsored annually by Restaurants & Institutions magazine, making Pizza Hut the "Best Pizza Chain" ten of the last eleven years.  Pizza hut comes to India with a dine in restaurant Banglore that has special vegetarian pizzas. In additional to traditional Italian toppings , it incorporates Indian favorites such as Chicken tikkas, Lamb korma etc. In its list of innovative toppings. Along with pizzas, the menu features appetizers like garlic bread and soups, fresh salads, oven bakes pastas and choice of ice-cream sundaes. Pizza Hut airs its first ever ad during the Super Bowl. Pizza Hut delivers 30% of the 12 million pizzas delivered on Super Bowl Sunday. This is the biggest pizza delivery day of the year. On May 30, Pizza Hut introduces two varieties of chicken-topped pizza. talian Chicken and Chicken Supreme.  Pizza hut opens a restaurant in the capital's building bustling M-block market in Greater Kailash-I, Unlike the existing Pizza Hut at Shanti Niketan which is delivery counter for just pizzas, this is dine-in where the entire menu (salads, appetizers, pastas, deserts and of course pizzas) is available. Letting Delhiites get a taste of Pizza hut And getting them to  Pizza Hut launches a meatier pepperoni. PepsiCo announces restaurant spin-off. Pizza Hut launches "Totally New Pizzas" a quality initiative putting sliced fresh vegetables and meaty meats on pizzas. Pizza Hut launches "The Edge pizza" 10
  11. 11.  Pizza Hut celebrates 40 years of making and serving great pizza. Pizza Hut launches "The Sicilian Pizza" a flavorful crust with garlic, basil and oregano baked right into the crust Pizza Hut launches "The Best Pizzas under One Roof" campaign. Pizza Hut features Sony's Crash Bandicoot in the Stuffed Crust Pizza/Sony Promotion.  Pizza Hut launches The Big New Yorker Pizza. A 16-inch pizza with a sweeter, savory sauce, 100% real cheese cut into 8 big foldable slices. Pizza Hut brings New York-style pizza across America. Pizza Hut features Fran Drescher, Spike Lee and Donald Trump in The Big New Yorker Pizza advertising campaign. 1.4 MAJOR PLAYERS OF PIZZA HUT  Domino’s 11
  12. 12.  McDonald  KFC  Taco bell Recently pizza hut declared that they capture 40% market share among pizza hut industry in whole world. 12
  13. 13. 13
  14. 14. 1.5 FIVE MAJOR PRODUCT OF PIZZA HUT  Pan pizza  Thin ‘N Crispy Pizza  Hand-tossed Style Pizza  Stuffed Crust Pizza  Yorker Pizza Recently pizza hut introduced new pizza in market i.e. Damini strips Pizza PRODUCTS OF PIZZA HUT WHICH PREFER MORE IN SURAT.  Double Cheese 14
  15. 15.  Country fest  Exotica  Veg. Supreme In Surat city double cheese pizza has big market than any other products of pizzahut. 2.1 BRIEF VIEW ON THE TOPIC Customer satisfaction: Satisfaction is the level of a persons felt state resulting from comparing a products performance in relation to the persons expectations. Thus the satisfaction level is a function of the difference between perceived performance and experience one of three broad levels of satisfaction. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectation, the customer is satisfied. If the performance exceeds expectation, the customer is highly satisfied, pleased, or delighted. 15
  16. 16. 2.2 Methods of tracking and measuring customer satisfaction: A company tools for tracking and measuring customer satisfaction range from the primitive to the sophisticated. Customer satisfaction they are creating. 1. Complaint and suggestion systems 2. Customer satisfaction surveys 3. Ghost shopping 4. Lost customer analysis Complaint and suggestion systems: A customer-centered organization would make it easy for its customers to deliver suggestions and complaints. Many restaurants and hotels provide forms for guests to report their likes and dislikes. A hospital could place suggestion boxes in the corridors, supply comment cards to exiting patients, and hire a patient advocate to handle patient grievances. These information flows provide these companies with many good ideas and enable them to act more rapidly to resolve problems. Customer satisfaction survey: 16
  17. 17. A company must not conclude that it can get a full picture of customer satisfaction and dissatisfaction by simply running a complaint and suggestion system. Studies show that customers are dissatisfied with one out of every four purchases and less than 5% of dissatisfied customers will complain. As a result customer will shift to other organization. Therefore, companies cannot use complaint levels as a measure of customer satisfaction. Responsive companies obtain a direct measure of customer satisfaction by conducting periodic surveys. They send questionnaires or make telephone calls to a random sample of their recent customers to find out how they feel about various aspects of the company’s performance. They will also solicit buyers’ views on their competitors’ performances. Ghost shopping: Another useful way to gather a picture of customer satisfaction is to hire persons to pose as potential buyers to report their findings on strong and weak points they experienced in buying the company’s and competitor’s products. These ghost shoppers can pose certain problems to test whether the company’s sales personal handle the situation well. Lost customer analysis: 17
  18. 18. Companies should contact customers who have stopped buying or who have switched to another supplier to learn why this happened. This will help them to known and tackle their weak point. Thus companies give due weight to customer satisfaction because in today’s competition if the customer are not given importance then it sure that the company will plummet to the bottom rock.. PROBLEM DEFINITION 3.1 Problem Definition To find out problem is the first stage of the research process. It represents translating the management problem into research problem. It is right said, “a problem well defined is half – solved.” Problem identification, from the researcher’s point of view, represents translating the management problem into research problem. It is notices that pizza hut company has adopted various schemes to satisfy their customer satisfaction is a special part of any marketing research, without it you can’t complete your research. By studying consumer satisfaction level of the customers, the marketers can easily come to know about the needs of 18
  19. 19. various types of customers and accordingly he can satisfy them. Therefore, the research requires, “the comparative study on customer’s satisfaction level with special reference to surat city. The solution will be helpful the analyzer to find out the current satisfaction level for the pizza of pizza hut. 3.2 OBJECTIVE  To know the satisfaction level of customer on pizza of pizza hut.  To know which type of taste customer likes in pizza.  To know the visit of customer in a week of pizza hut. 3.3 LIMITATION  The survey was conducted within the limited time frame; so few shortcoming may be expected.  The respondent’s personal bias may be another factor, which is uncontrollable. 19
  20. 20.  The finding of the survey is strictly based on the responses of the respondents. it is difficult to find the euthenics be true, so we are assuming them to be true. 3.4 SIGNIFICANCE OF THE STUDY  The study is helpful to company for knowing that how many persons are satisfied with pizza of pizza hut.  Company can make the product better as per customer suggestion.  During study researcher get large experience and introduced himself in front of new people. RESEARCH METHODOLOGY 4.1 GENERAL INTRODUCTION Research in common parlance refers to a search for knowledge. One can also define research as a scientific and systematic search for pertinent information on a specific topic. In fact, research is an art of scientific investigation. The advanced learner’s dictionary of current English lays down the meaning of research as “a careful investigation or inquiry specially through search for new facts in any branch of knowledge.” Redman and moray define research as a “systematized effort to gain new knowledge.” Some people consider 20
  21. 21. research as movement, a movement from the know to unknown to unknown. It is actually a voyage of discovery. The Webster’s international dictionary proposes a very inclusive definition of research as “a careful, critical inquiry or examination in seeking facts or principles; diligent investigation in order to ascertain something.” Research, stated otherwise, is a systematic attempt to push back the bound of comprehension and seek beyond the horizons of our knowledge some “truth” or some reality, shrouded in a subtle why and consequently, to keep on extending as also consolidating these horizons without end. According is an academic activity and as such them term should be used in a technical sense. According to Clifford woody research comprises defining and redefining problems, formulating hypothesis or suggested solutions: collecting, organizing and evaluating data, making deductions and reaching conclusions; and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis. D. Slazenger and m. Stephenson in the encyclopedia of social sciences define research as “the manipulation of things, concepts or symbols for the purpose of generalizing to extend, correct or verify knowledge, whether that knowledge aids in construction of theory or in the practice of an art.” Research is thus, an original contribution to the existing stock of knowledge making for its advancement. It is pursuit of truth with the help of study, observation, comparison and experiment. In short, the search for knowledge through objective and systematic method of finding solution to a problem is research. The systematic method approach 21
  22. 22. concerning generalization and the formulation of a theory is also research. As such the term ‘research’ refers to the systematic method consisting of enunciating the problem, formulating a hypothesis, collecting the facts or data, analyzing the facts and reaching certain conclusions either in the form of solutions towards the concerned problem or in certain generalizations for some theoretical formulation. Research can be either applied research or fundamental research. Applied research aims at finding a solution for an immediate problem facing a society or an industrial/business organization whereas fundamental research is concerned with generalization and with the formulation of a theory. The problem considered by me in the present study is “Determining the customer satisfaction regarding pizza of pizza hut. in surat city.” The research implies the way the companies are being affected in terms of customer services and satisfaction and profitability due to the lack of certain innovative measures. I have used the following research design for carrying out the research for this particular study. 4.2 SAMPLING As for purpose of research I have selected the random sampling. All items in any field of inquiry constitute a ‘Universe’ or ‘Population’ A complete enumeration of all items in the ‘population’ is known as a Census inquiry. When field studies are undertaken the respondents selected should be such that is a miniature cross-section of the total population representing the total population. The survey. 22
  23. 23. Thus, the method consisting of the selecting for study a position of the ‘Universe’ with view to drawing conclusion about the ‘Universe’ or ‘population’ is known as sampling. It may be defined as selection of some part of an aggregate or totality based on which judgments or inference about the aggregate or totality made. 4.3 SAMPLE DESIGN A sample design is a definite plan for obtaining a sample from a given population. It refers to the technique the researcher would adopt in selecting items for the sample. Sample design is determined before data are collected. Researcher must select a sample design, which should be reliable and appropriate for his research study. In the present research the researcher has paid attention to the following points. A. Sampling Frame The elementary units or group clusters of such unit may be the basis of sampling process in which the case they are called as sampling units. A list containing all such sampling units is known as sampling frame. Thus sampling frame consists of a list of item from which the sample is to be drawn. The sample frame fro this research constitutes all the customers and non customers who may well be eating the pizza of pizza hut. B. Sampling unit 23
  24. 24. A decision has to be taken concerning a sampling unit before selecting sample sampling unit may be a geographical one, a construction unit, a social unit or it may be an individual. The sample unit for this research constitutes the organization that is the sole dealer and distributor of pizza of pizza hut. C. Sample Size The size of sample refers to the number of items to be selected from the universe to constitute a sample. This is a major problem to be faced by a researcher. The size of the sample should neither be excessively large, nor too small. It should be optimum. Now an optimum sample is one, which fulfills the requirement of efficiency, representative ness, reliability and flexibility. The sample for the purpose of the present training project constitutes 250 customers and non customers i.e., respondents. I have derived the sample size of 250 respondents by adopting the given below formula and calculation. pq (Z/E) 2 = 0.80 X 0.20 (1.96/0.05)2 = 0.16 (39.2)2 = 245.84 = 250 (randomly) D. Sampling Error Sampling error are the random variations in the sample estimates around the true population parameters. They occur randomly and are equally likely to be in either direction, their nature happens to be of compensatory type and expected value of such errors happens to 24
  25. 25. be equal to zero. Other characteristic is that the sampling error tends to decrease with the increase in the size of the sample. 4.4 RESEARCH TOOLS The task data collection begins after the research problem has been defined. There are basically two types of data:  Primary data  Secondary data 4.5 PRIMARY DATA Primary data are those, which collected a fresh and for the first time, and thus they are original data. The various methods of collecting of primary data are:-  Observation method  Interview method  Questionnaire method Observation Method Observation becomes a scientific tool and the method of data collection for the researcher, when it serves a formulated research purpose, is systematically planned and recorded and is subjected to checks and controls on validity and reliability. Under the observation 25
  26. 26. method, the information is sort by way of investigator’s own direct observation without asking the respondent. Interview Method The interview method of collecting data involves presentation of oral verbal stimuli and reply in terms of oral verbal responses. This method can be used trough personal interviews and if possible through telephonic interviews. Telephonic interviews are used to collect the information from the customers. Questionnaire Method This method of data collection is popular and particular in case of inquiries. Private individuals, research workers, private and public organization and government, are adopting it. In their method the questionnaire is sent to all the persons concerned with a request to answer the questionnaire and return it. A questionnaire consists of number of questions typed or printed in a definite order. The researcher draws the inferences for the research the questionnaire. A schedule questionnaire with multiple choice questions was designed which were both open ended as well as closed ended questions. 4.6 SECONDARY DATA Secondary data are those, which have been already collected by someone else and which have been passed through statistical process. for the purpose of conducting this research, I have used various secondary data such as : -  Books  Articles, Newspaper 26
  27. 27.  Websites GENDER WISE ANALYSIS Gender Respondent % Male 188 62.67% Female 112 37.33% Total 300 100% 27
  28. 28. 188 112 0 50 100 150 200 Respondent male female Gender Genderwise Analysis Series1 COMMENT: - the above chart shows that 62.67% are male respondent & 37.33% are female. AGE WISE ANALYSIS Age Respondent % Below 18 48 16 18-25 106 35.33 26-35 49 16.33 36-45 52 17.34 46-55 27 9 above 56 18 6 28
  29. 29. TOTAL 300 100 48 106 49 52 27 18 0 50 100 150 Respondent Below 18 18-25 26-35 36-45 46-55 above 56 Age Agewise analysis Respondent Comment: -the above chart clearly indicate that the teenagers and age between 18- 26 are more interested to visit pizza hut OCCUPATION WISE ANALYSIS Occupation Respondent % Student 109 36.33 House wife 12 4 Professional 48 16 Employee 44 14.67 Businessman 87 29 TOTAL 300 100 29
  30. 30. 109 12 48 44 87 0 20 40 60 80 100 120 respondent student house wife professional employee businessman occupation Occupationwise analysis Respondent Comment: - it shows that businessman & student are visited more than any others. INCOME WISE ANALYSIS Income Respondent % 2501-5000 3 1 5001-7500 14 4.67 7501-10000 63 21 10001-15000 53 17.6 above 15000 167 55.67 TOTAL 300 100 30
  31. 31. incomewise analysis 63, 21% 53, 18% 167, 55% 3, 1% 14, 5% 2501-5000 5001-7500 7501-10000 10001-15000 above 15000 Comment: - the above graph indicates that people with above 15000 income is big segment of pizza hut. FREQUENTLY EATING ANALYSIS Time Respondent % <=2 193 64.33 3 to 5 68 22.67 More than 5 39 13 Total 300 100 31
  32. 32. 193 68 39 0 50 100 150 200 Respondent <=2 3 to 5 more than 5 Time Frequntly Eating analysis respondent Comments: - the above chart shows that generally people visit pizza hut less two times in a month. ANALYSIS OF AFFECTING FACTOR IN BUYING Factors Respondent % Quality 209 69.67 Customer care 34 11.33 Delivery service 40 13.33 Packing 17 5.67 Total 300 100 32
  33. 33. 209 34 40 17 0 50 100 150 200 250 respondent Qulity customer care delivery service packing factors analysis of affecting factor in buying Series1 Comment: - it shows that consumer of pizza hut always desire quality than any other factor. ANALYSIS WHERE EATING PIZZA Place Respondent % Restaurant of pizza hut 189 63 Home 67 22.33 Parties 30 10 Others 14 4.67 Total 300 100 33
  34. 34. 189 67 30 14 0 50 100 150 200 respondent Restaurant of pizza hut home parties others Place analysis where eating pizza respondent Comment: - the above graph indicate that people likely to it pizza at restaurant of pizza hut. DISSATISFACTION CHART Satisfaction Respondent % Yes 33 11 No 267 89 Total 300 100 34
  35. 35. Dissatisfaction chart 267 33 0 100 200 300 yes no Dissatisfaction respondent respondent Comment: - above chart shows that people are rarely dissatisfied to pizza hut. ANALYSIS OF LIKING OF THE SERVICE Liking of service Respondent % Yes 289 96.33 No 11 3.67 Total 300 100 35
  36. 36. 289 11 0 100 200 300 respondent yes no liking service analysis of liking of the service respondent Comment: - above chart shows that 96.33% respondents are satisfied with the services of pizza hut providing. OCCUPATION VS FREQUENTLY EATING Occupation <=2 3 to 5 >= 5 Total Student 24 29 7 60 House wife 6 6 0 12 Professional 37 19 14 70 Employee 46 16 2 64 Businessman 69 22 3 94 Total 182 92 26 300 36
  37. 37. OCCUPATION VS FREQUENTLY EATING 0 20 40 60 80 student professional businessm an Occupation Respondent >= 5 3 to 5 <=2 Comments: - above chart shows that businessman and professional more time go for frequently eating. ANALYSIS OF LIKING OF SERVICES OF PIZZA Liking Respondent % Yes 289 96.33 No 11 3.67 Total 300 100 37
  38. 38. 289 11 0 100 200 300 respondent yes no liking analysis of liking of services of Pizza respondent Comment: - the above chart shows that 96.33% respondents are like the services of pizza hut. ANALYSIS OF OTHER MAJOR RESTAURANT WITH PIZZA HUT ABOUT LIKING FACTOR Restaurant Respondent % Pizza hut 192 64 Smoking Joes 47 15.67 Sugar 'n' spice 21 7 City corner 15 5 Others 25 8.33 Total 300 100 38
  39. 39. analysis of other major restutent with pizza hut about liking factor 192, 64% 47, 16% 21, 7% 15, 5% 25, 8% pizza hut smoking joes suger 'n' spice city corner others Comments: - the above chart shows that pizza hut is top in Surat for giving best quality than other restaurant. ANALYSIS OF TESTING BETTER PIZZA THAN PIZZA HUT Better test Respondent % Yes 97 29 No 213 71 Total 300 100 39
  40. 40. 97 213 0 100 200 300 respondent yes no better test analysis of testing better pizza than pizza hut respondent Comment: - above chart show that 29% people test better pizza than pizza hut and others 71% are never taste better pizza than pizza hut. OCCUPATION VS LIKING PIZZA Occupation Yes % No % Student 107 35.67 14 4.67 House wife 15 5 4 1.33 Professional 61 20.33 7 2.33 Employee 39 13 5 1.67 Businessman 40 13.33 8 2.67 Total 262 87.33 38 12.67 40
  41. 41. 107 14 15 4 61 7 39 5 40 8 0 50 100 150 respondent student house wife professional employee businessman occupation occupation Vs liking pizza no yes comment :- above chart indicate that student prefer pizza more than any other so student is a big segment of pizza hut. INCOME VS PREFERENCE PRODUCT Income Double cheese Country fest Exotica Veg. suppe Others Total Above -15001 51 25 14 9 8 107 10001-15000 24 31 5 12 11 83 7501-10000 14 18 15 14 6 67 5001-7500 3 7 12 18 3 43 Total 92 81 46 53 28 300 41
  42. 42. Income Vs preference product 0 20 40 60 Double cheese country fest exotica veg. suppe others preferenceproduct responent 5001-7500 7501-10000 10001-15000 above-15001 Comment: - generally people are choosing pizza according to their income level. People with income of above 15000 are choosing double cheese pizza most. INCOME VS BUYING AFFECTED FACTOR Income Quality Price Custome r Delivery Packing Above -15001 55 3 17 29 3 10001-15000 28 9 28 12 6 7501-10000 23 17 15 8 4 5001-7500 15 18 5 2 3 Total 121 47 65 51 16 42
  43. 43. Income Vs Buying affected factor 0 10 20 30 40 50 60 quality price customer delivery packing Buyingaffected Factor Respondent 5001-7500 7501-10000 10001-15000 above-15001 Comment: - the above chart shows that quality is the highly affected their buying. HYPOTHESIS TESTING I have taken 20 sample before survey for pilot study in which 14 respondents are satisfied about pizza of pizza hut and 6 respondents does not satisfied about pizza of pizza hut. P = 0.75 Q = 0.25 I have taken 300 sample size for survey, I have found 289 respondents are satisfied. And 11 respondents do not satisfy. n = 300 p = x/n = 289/300 43
  44. 44. = 0.96 Z cal. = | p-P | √PQ/n = |0.96 – 0.75 | √0.75 x 0.25/300 = 0.21 √0.025 Z cal.= 8.4 Z cal.> 1.96 so, we reject null hypothesis FINDING • People from GHOD DOD road are often visit pizza hut in month. • General visit pizza hut less than two times in month. • Male consumers are visit pizza hut more than female consumers. • A people with high income (more than 15000) visited pizza hut more. 44
  45. 45. • Generally people with businessman+ and professional visit more than employee. • People refer quality more than delivery, service & packaging. • Students are more prefer pizza from pizza hut. • In surat city very few time people test better pizza than pizza hut. • People are satisfied about the services of pizza hut. • People prefer pizza from pizza hut more than other restaurants. • In Surat city smoking Joe’s is the biggest competitor of pizza hut. • In international market domino’s is the biggest competitor. SUGGESTION 45
  46. 46. Suggestion according to consumer of pizza hut. • In surat city many of consumers prefer non.veg pizza also and some of them suggest that pizzahut should start non.veg in separate restaurants. • Students are likely to visit pizzahut in morning time also they suggest that you should open restaurant in morning time like 9 a.m. to regular time. • Regular consumer of pizzahut always wait for new product of pizza hut, so some of them suggest that you should launch new product time to time. • Your biggest customers are age between 17 to 30, so always care about it. • Some regular customers of pizzahut suggest that you should give some complementary to your customers at festival • Some well wisher of pizzahut suggest that you should arrange party for your regular consumer and also participating in social work also so you can build up new image in the city. BIBLIOGRAPHY 46
  47. 47. 1. MARKETING MANAGEMENT - Philip Kotler(Author) - PRENTICE HALL OF INDIA PVT. LTD 2. MARKETING RESEARCH - G.C.Berri (Author) 3. WEB SITE (GOOGLE) 4. 5. 47