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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 pvt.ltd 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.
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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. 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. 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. 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. 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. 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. 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. 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. 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"
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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. McDonald
KFC
Taco bell
Recently pizza hut declared that they capture 40% market
share among pizza hut industry in whole world.
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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. 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.
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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. 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. 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
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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. 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. 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. 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. 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. 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. 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. 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. Websites
GENDER WISE ANALYSIS
Gender Respondent %
Male 188 62.67%
Female 112 37.33%
Total 300 100%
27
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. 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. 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. 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. 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. 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
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. 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. 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. 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. 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. 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. 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. 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. = 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. • 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. 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. 1. MARKETING MANAGEMENT
- Philip Kotler(Author)
- PRENTICE HALL OF INDIA PVT. LTD
2. MARKETING RESEARCH
- G.C.Berri (Author)
3. WEB SITE (GOOGLE)
4. www.pizzahut.com
5. www.pizzamarketplace.com
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