Beruflich Dokumente
Kultur Dokumente
I hare by declare that all the information collected through the questionnaire is
correct in accordance with the sample size it is very small as compared to the
universe, So may not be applicable in all cases.
Place:……………... …………………….
Date:……………….. Signature
PREFACE
This survey project has been conducted to know the customers view about
the service provided at Restaurants in Varanasi. The objective of preparation of
this report is to study the awareness, expectation and provided by the financial
institutions.
The study helps in analyzing the view of the customers with regards to the
service provide at Restaurants At Varanasi.
Research work is combine effort, so one should thank who have helped in
making this report effective and purposeful. Hence, I would thank all people who
have been instrumental in helping me to prepare that report.
It is a great pleasure for me to be assigned this topic. First of all, I would like to
thank god who showered his blessings upon me in each and every step. I am
immensely grateful to Director, Mukund lal, for providing us available
opportunity to prove our skill and shoulder the responsibilities. I am highly
grateful to him for his consistent guidance and inspiration. I would also like to
extend my wholehearted gratitude towards my survey coordinator Mr. AMITAB
PANDEY sir, faculty member, SMS for his valuable support, guidance and
encouragement.
I would like to thank all my teacher, staff member, and library members for their
valuable advice and guidance, which help me to make this report effective,
interesting and purposeful.
I especially wish to thank all my respondents and my friends for their valuable
support unless completing this report would not have been possible.
Abhilasha Singh
PGRM II
PGRM/01/02
TABLE OF CONTENTS
• INTRODUCTION.
• RESTAURANTS PROFILE
• RESEARCH OBJECTIVES.
• RESEARCH METHODOLOGY.
1.Significance of the study.
2.Sample Size.
3.Data collection method.
4.Sampling method.
• FINDINGS.
• RECOMMANDATIONS.
• CONCULION.
• LIMITATIONS.
• BIBLIOGRAPHY.
• ANNEXURE.
INTRODUCTION
INTRODUCTION
This study discusses the satisfaction level of customer and the factors that
influence the decision at selected restaurants in the Varanasi City.
Introduction to the study and the problem under investigation are included in this
chapter are: introduction, need for the study,food industry profiling, profile of
the selected restaurant, statement of the problem, research objectives.
Further is a review of the related literature. It presents a theoretical base of the
problems, and the relevant surrounding issues and concerns associated with the
study. Next presents the methodology utilized in this study. This includes an
explanation of the data collection and sampling processes used in the study. Brief
explanations of the variables in the study are included.and further is the details
analysis with the help of tabulation and the results of the investigation. Each
section begins with a brief statement of the research objective under
examination. Objectives are addressed through appropriate analyses. & . It also
includes recommendations for some of the area where the dissatisfying results
have been found more.. Then summarizing the findings and presents a
discussion of the conclusions. The report also includes the limitation of the
prioject.
IMPORTANCE
AND SCOPE
IMPORTANCE AND SCOPE
As a result of globalization, today Indian demographics are having great impact
of western culture , people with high level of income tends to spend more these
days then savings, and adopting high standard of living. And with increase in no.
of restaurant in the city like anything , the competition level has also been
increased with increased consumer expectation, and each of the retailer is trying
to increase their market share and building customer loyalty. But with the
introduction of chain retailers like Pizza Hut & Mc Donalds, the smaller/local
retailers are still suffered the loss of patronizing customer. Therfore there is a
growing need for a better understanding of how to develop and maintain
customer satisfaction and loyalty .
At the same time, consumer interest in, and acceptance of ethnic foods continues
to expand and reflect the increasing pluralistic composition of contemporary
society. However, consumer interest in Asian ethnic foods has mostly been
relegated to Chinees, America,etc whereas still the biggest players in the industry
at local level, are losing market share to pizzas, burgers,chowming, etc.
The purpose of this research is to enable the restaureant operator to better
understand consumer needs and attitudes towards restaurants and their
satisfaction level, so as to be able to take advantage of this growing trend
towards eating food habbit and building brand loyalty towards the retailers.
LITERATURE
REVIEW
RESTURANTS
A restaurant is a retail establishment that serves prepared food to
customers. Service is generally for eating on premises, though the term has been
used to describe take-out establishments and food delivery services. The term
covers many types of venues and a diversity of styles of cuisine and service.
A restaurant owner is called a restaurateur; both words derive from the French
verb restaurer, meaning to restore.
Types of Restaurant
Restaurants range from unpretentious lunching or dining places catering to
people working nearby, with simple food served in simple settings at low prices,
to expensive establishments serving refined food and wines in a formal setting.
In the former case, customers usually wear casual clothing. In the latter case,
depending on culture and local traditions, customers might wear semi-casual,
semi-formal, or even in rare cases formal wear.
Typically, customers sit at tables, their orders are taken by a waiter, who brings
the food when it is ready, and the customers pay the bill before leaving. In finer
restaurants there will be a host or hostess or even a maître d'hôtel to welcome
customers and to seat them. Other staff waiting on customers include busboys
and sommeliers
Restaurant Regulations
Due to a controversy over oils and grease, restaurants are required by United
States law that oils' contents must be animal free, or otherwise state so on the
menu. There has also been more talk about restaurants either frying or using the
same oils and grease on certain food due to cases of allergic reaction to certain
minerals or other substances of the food. While most restaurants are not forced to
do this by law, they are required to state so on their menu.
Depending on local customs and the establishment, restaurants may or may not
serve alcohol. Restaurants are often prohibited from selling alcohol without a
meal by alcohol sale laws; such sale is considered to be activity for bars, which
are meant to have more severe restrictions. Some restaurants are licensed to serve
alcohol ("fully licensed"), and/or permit customers to "bring your own" alcohol
(BYO / BYOB). In some places restaurant licenses may restrict service to beer,
or wine and beer.
Customer Satisfaction
Managers who believe the customer is the company’s only true “profit
centre” consider the traditional organization chart below, a pyramid with the
president at the top, management in the middle, and front line people and
customer at the bottom- obsolete. Successful marketing companies invert the
chart. At the top are customers; next in importance are front line people who
meet, serve, and satisfy customers. Customers are more educated and
informed then ever, and they have the tools to verify claims and seek out
superior alternatives. They tends to be value maximisers, within the bound of
search costs and limited knowledge, mobility and income. Customer estimate
which offer will differ the most perceived value and act on it. Whether or not
the offer lives up to expectations affects customers satisfaction and the
probability that he or she will purchase the product again.
Market Communication
Image
Words of Mouth
Past Experiences
Customer Needs
Customer Satisfaction Model
Total
Product Service Personnel Image
Costumer
Cost Value Value Value Value
Customer
Delivered
Value Determinants of Customer-Delivered Value
Total
Monetary Time Energy Psychic
Costumer
Cost Cost Cost Cost
Value
Measuring Satisfaction
Measuring customer satisfaction and the factors shaping it regularly is
very important, because one key to customer retention is customer
satisfaction. A highly satisfied customer generally stays loyal longer. The link
between customer satisfaction and customer loyalty, however, is not
proportional. If customer satisfaction is rated on a scale from one to five. At a
very low level of customer satisfaction (level one), customers are likely to
abandon the product and even bad mouth it. At levels two to four, customer
are fairly satisfied but still find it easy to switch when a better offer comes
along. At level five, the customer is likely to repurchase and even spread good
words of mouth about the company. High satisfaction or delight creates an
emotional bound with the brand o company, not just a rational preference.
5 - Point Scale
1 2 3 4 5
Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied
Linkert method…………
The quest to maximize customer satisfaction led some firms to adopt total
quality management principles. Total quality management is an wide
approach to continuously improving the quality of all the organization’s
processes, products, and services.
Product and service quality, customer satisfaction, and company
profitability are intimately connected. Higher levels of quality results in
higher levels of customer satisfaction, which support higher prices and lower
costs.
Attractiveness of the
market offering
Marketers play several roles in helping their companies define and deliver
high quality goods and services to target customers. First, they bear the major
responsibility for correctly identifying the customers need and requirements.
Second, they must communicate customer expectations properly to product
designers. Third, they must make sure that customers’ order are filled
correctly and on time. Fourth, they must check that the customer have
received proper instructions, training, and assistance in the use of the product.
Fifth, they must stay in touch with customers after the sale to ensure that they
are satisfied and remain satisfied. Sixth, they must gather customer ideas for
product and services improvements and convey them to the appropriate
departments. These factors substantially contribute to total quality
management and customer satisfaction, as well as to customer and business
profitability.
Managing Service Quality
The consumer form service expectation from many sources, such as past
experiences, word of mouth, and advertising. In general, customers compare
the perceived service falls below the expected service, customer are
disappointed. If the perceived service meets or exceeds their expectations,
they are apt to use the provider again. Successful companies add benefits to
their offering that not only satisfy customers but surprise and delight them.
Delighting customers is a matter of exceeding expectations.
Expected Service
Perceived Service
CONSUMER
MARKETER
Service delivery (including External
pre- and post contacts) communication to
consumers
Management perceptions of
consumer expectation
In India, Pizza Hut has 139 restaurants across 36 cities, including Delhi,
Mumbai, Bangalore, Chennai, Kolkata, Hyderabad, Pune, and Chandigarh
amongst others. Yum! is in the process of opening Pizza Hut restaurants at many
more locations to service a larger customer base across the country.
Their goal is to Run Great Restaurants and to that end, we need great people. We
strive to create a nurturing environment that gives our employees a place to
contribute and succeed. We hire talented individuals who take pride in the
business by striving to be the best. We hire Team Members who believe the
company's success is in their hands.
When asked to explain McDonald's success, founder Ray Kroc used to say, "We
take the hamburger business more seriously than anyone else."
Kroc was a perfectionist. From the day he opened his first restaurant, he vowed
to give his customers high quality products, served quickly --and with a smile, in
a clean and pleasant environment, and all at a fair price.
Quality, Service, Cleanliness and Value (QSC&V) became the philosophy that
drove McDonald's business. McDonald's Quality Management instills the
culture of quality through such principles as being customer driven, managing
with facts, valuing people, and continually improving every aspect of our
business
Service that is fast and friendly and has always been a foundation for success at
McDonald's
Cleanliness for us means having the cleanest and freshest facilities from the
kitchen to the rest rooms and parking lots
Value at McDonald's means the total experience...... great food, friendly folks, a
clean environment, quick and accurate service and fun!
RESEARCH
OBJECTIVE
RESEARCH OBJECTIVE
PRIMARY OBJECTIVE:
THE ASSESMENT OF CUSTOMER SATISFACTION AT RESTUARANTS
IN VARANASI.
OBJECTIVES OF STUDY
SAMPLE SIZE
Sample size refers to the number to be selected from the universe to
constitute the sample for conducting a survey.
Therefore the sample size taken is of 200 customers from 10 restaurants,
20 customers at each restaurant.
Some data has also been collected through secondary data collection method.
UNIVERSE
The universe in the entire group of item the researcher wants to study and
generalize. In other words it can be define as the region constitution the
population about which the research is conducted, the universe chosen was
VARANASI and the study was organized to this region only.
SAMPLING TECHIOUE
RESEARCH DESIGHS
Female
40%
Male
60%
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
N
cD
2
od
il
ce t
zz e
r
é
u
N
E
ne
v
om
f
H
Ke R A
ca
Ko
M
fo
RD
or
a
H
Ca la
A
TU
C
At
G
ra
Pi
Ni
a
ES
zz
G
fé
IN
Pi
M
IL
H
RA
100%
90%
80%
70%
60%
61 to 70
50% 51 to 60
40% 41 to 50
31 to 40
30%
21 to 30
20% 11 to 20
10%
0%
T
TU N
il
e
N
r
ut
od
cD
ES D E
E2
fé
ov
ne
om
RA
H
ca
fo
M
W
R
or
a
tH
A
e
a
zz
C
G
al
ic
A
Pi
a
N
er
G
zz
é
K
R
IN
af
Pi
C
M
IL
AH
R
60
50
40
59 30
33 20
10
8
0
Below 10000 10000 to 50000 Above 50000
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
E2
cD
fé
ut
l
d
EN
r
T
vi
ne
m
foo
ca
AN
W
aH
M
Ko
RD
Ho
or
la
UR
ce
zz
aC
ra
GA
At
Pi
Ni
ST
Ke
zz
fé
G
RE
Ca
Pi
IN
M
L
HI
RA
INTERPRETATION:
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
T
N
2
il
N
ut
cD
od
fé
E
r
E
ov
ne
A
om
H
D
ca
M
fo
R
R
or
a
TU
tH
a
A
zz
C
al
G
ic
ES
Pi
A
er
za
N
G
é
K
R
z
IN
af
Pi
IL
M
C
H
A
R
INTERPRETATION:
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
T
EN
il
N
r
ut
od
cD
fé
E2
ov
ne
om
RA
RD
H
ca
fo
M
W
K
or
a
tH
TU
A
la
e
zz
C
G
ic
a
A
ES
Pi
a
er
N
G
zz
é
K
R
IN
af
Pi
C
M
IL
AH
R
INTERPRETATION:
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
T
EN
il
e
N
ut
od
cD
E2
fé
ov
ne
om
RA
RD
H
ca
fo
M
K
or
a
tH
TU
A
e
la
zz
C
G
ic
a
Pi
ES
a
N
er
G
zz
é
K
R
IN
af
Pi
C
M
IL
AH
R
INTERPRETATION:
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
T
EN
il
e
N
r
ut
od
cD
fé
E2
ov
ne
om
RA
RD
H
ca
fo
M
W
K
or
a
tH
TU
A
la
e
zz
C
G
ic
a
A
ES
Pi
a
N
er
G
zz
é
K
R
IN
af
Pi
C
M
IL
AH
R
INTERPRETATION:
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
T
EN
il
e
N
od
r
ut
cD
E2
fé
ov
ne
om
RA
RD
H
ca
fo
M
W
K
or
a
tH
TU
A
e
la
zz
C
G
ic
a
A
ES
Pi
a
N
er
G
zz
é
K
R
IN
af
Pi
C
M
IL
AH
R
INTERPRETATION:
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
EN
cD
E2
od
il
ut
e
r
fé
AN
ne
v
om
H
ca
Ko
M
fo
D
or
AR
UR
a
H
ce
a
zz
C
al
At
T
G
Pi
Ni
a
r
ES
zz
Ke
G
fé
IN
Pi
Ca
M
L
HI
RA
INTERPRETATION :
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
T
EN
il
e
ut
od
N
cD
E2
fé
ov
ne
om
RA
RD
H
ca
fo
M
W
K
or
a
tH
TU
A
e
la
zz
C
G
ic
a
Pi
ES
a
N
er
G
zz
é
K
IN
af
Pi
C
M
IL
AH
R
INTERPRETATION:
cD
M
r
E2 rne
o
C
a
zz
Pi
W
l
od ovi
e
fo K
ic
ut
N
om a H
zz
Pi
e
tH
A
é
é
af
af
c
C
la
TU era
T
N
K
RA
EN
ES
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
RD
R
IL
A
G
AH
G
R
IN
M
INTERPRETATION:
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
T
EN
il
e
r
ut
od
N
cD
fé
E2
ov
ne
om
RA
RD
H
ca
fo
M
W
K
or
a
tH
TU
A
e
la
zz
C
G
ic
a
A
ES
Pi
a
N
er
G
zz
é
K
R
IN
af
Pi
C
M
IL
AH
R
INTERPRETATION:
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
T
N
2
il
N
ut
cD
od
fé
E
r
E
ov
ne
RA
H
om
D
ca
M
fo
K
R
or
a
TU
tH
a
A
zz
C
l
G
ic
ra
Pi
ES
za
N
G
Ke
é
R
z
IN
af
Pi
IL
M
C
H
A
R
INTERPRETATION:
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
T
N
2
l
N
ut
cD
od
fé
vi
E
r
E
ne
RA
om
H
RD
ca
W
Ko
M
fo
or
a
TU
tH
a
A
zz
C
l
G
ic
ra
Pi
ES
za
N
G
Ke
é
R
z
IN
af
Pi
IL
M
C
H
A
R
INTERPRETATION:
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
T
N
2
il
ut
N
cD
od
fé
E
r
E
ov
ne
A
H
om
D
ca
M
fo
R
K
R
or
za
TU
tH
a
A
C
al
z
G
ic
Pi
ES
A
er
a
N
G
zz
é
K
R
IN
af
Pi
IL
M
C
H
A
R
INTERPRETATION:
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
T
N
2
il
N
ut
cD
fé
od
E
r
E
ov
ne
A
om
H
D
ca
M
fo
R
R
or
za
TU
tH
a
A
C
al
z
G
ic
ES
Pi
A
er
za
N
G
é
K
R
IN
z
af
Pi
IL
M
C
H
A
R
INTERPRETATION:
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
T
N
2
il
N
ut
cD
fé
od
E
r
ov
ne
A
om
H
D
ca
M
fo
R
K
R
or
za
TU
tH
a
A
C
al
z
G
ic
ES
Pi
A
er
za
N
G
é
K
R
z
IN
af
Pi
IL
M
C
H
A
R
INTERPRETATION:
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
T
N
2
il
ut
N
cD
od
fé
E
r
E
ov
ne
A
H
om
D
ca
M
fo
R
K
R
or
za
TU
tH
a
A
C
al
z
G
ic
Pi
ES
A
er
za
N
G
é
K
R
z
IN
af
Pi
IL
M
C
H
A
R
INTERPRETATION:
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
e
il
T U EN
od
d
A afé
2
t
r
NT
N Hu
om
ov
M rne
zz WE
al
fo
ES R D
on
c
RA
K
tH
o
C ala
e
zz
cD
C
A
ic
G
Pi
er
a
é
G
af
Pi
IN
R
M
IL
AH
R
INTERPRETATION:
200
180
160
140
120
100
80
60
40
20
0
Yes No
INTERPRETATION:
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
T
EN
2
od
il
ut
d
e
r
fé
N
ne
v
al
om
H
A
ca
Ko
W
fo
RD
on
or
R
a
H
ce
a
TU
zz
A
cD
C
al
At
G
Pi
Ni
a
r
ES
M
zz
Ke
G
fé
IN
Pi
Ca
M
L
HI
RA
INTERPRETATION:
The service at Pizza Hut and Nice food are much longer waited
then expected, where as service at Ming Garden is as expected with
80% approval.
Question 20: Would you recommended this restaurant
to a friend or others?
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
e
il
TU EN
od
d
A afé
E2
e t
cD er
NT
N Hu
Pi om
ov
al
n
fo
zz W
ES RD
on
af la c
RA
or
tH
a
zz
C
A
ic
a
G
er
a
M
é
AH ING
Pi
R
C
M
IL
R
Yes No No Answer
INTERPRETATION:
79
78
77
76
75
74
73
72
71
Male Female
INTERPRETATION:
90
85
80
75
70
65
20
30
50
70
40
60
to
to
to
to
to
to
11
21
31
41
51
61
INTERPRETATION:
78
77
76
75
74
73
72
House Wife Service Business Student
INTERPRETATION:
78
76
74
78 72
75
70
70 68
66
Below 10000 10000 to 50000 Above 50000
INTERPRETATION:
McDonald 73
Pizza Corner 85
WE2 81
McDonald
Kovil 78
Pizza Corner
WE2
Nice food 71 Kovil
Nice food
Pizza Hut
Pizza Hut 77 Café At Home
Kerala café
RAHIL RESTURANT
Café At Hom e 64
MING GARDEN
Kerala café 71
RAHIL RESTURANT 78
MING GARDEN 81
INTERPRETATION:
While grading the restaurant on total assessment, it is concluded
that the customer at Pizza Corner at highly satisfied with 85%
satisfactory level stand first where as Ming Garden & We2 shares
the second position with 81% and the it is Rahil at third position
with 78% and rest follows respectively.
RECOMMENDATIO
N
RECOMMANDATION
This study provides information, which facilitates a better understanding of
customers and their needs, and systems that can be implemented to ensure
customer satisfaction. Restaurateurs should remember that consumer behavior is
learned through association. Customer behavior is conditioned and reinforced by
experiences they have; and reinforcement is anything that either positively or
negatively influences or strengthens a response. The results of this study showed
that food operators need to be aware of the following:
• The study was conducted with a severe time constraint. So the sample size
could not be more than 200.
• Many of the questionnaires did not helped in conducting the survey report, as
they were lost in the process.