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DECLARATION

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.

This project is carried out to translate the theoretical knowledge of the


subject into the practical fieldwork. This project is carried out in partial
fulfillment of the PGDMRM-2nd SEMESTER course from” SCHOOL OF
MANAGEMENT SCIENCES, VARANASI” .
ACKNOWLEDGEMENT

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.

• NEED FOR THE STUDY

• FOOD INDUSTRY PROFILE

• RESTAURANTS PROFILE

• REVIEW OF THE RELATED LITERATURE

• RESEARCH OBJECTIVES.

• RESEARCH METHODOLOGY.
1.Significance of the study.
2.Sample Size.
3.Data collection method.
4.Sampling method.

• ANALIYSIS & INTERPRETATION

• 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

Restaurants often specialize in certain types of food or present a certain unifying,


and often entertaining, theme. For example, there are seafood restaurants,
vegetarian restaurants or ethnic restaurants. Generally speaking, restaurants
selling "local" food are simply called restaurants, while restaurants selling food
of foreign origin are called accordingly, for example, a Chinese restaurant and a
French restaurant.

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.

Expected Total Experienced


Quality Perceived Quality
Quality

Market Communication
Image
Words of Mouth
Past Experiences
Customer Needs
Customer Satisfaction Model

Customer Perceived value (CPV) is the difference between the


prospective customer’s evaluation of all the benefits and all the costs of an
offering and the perceived alternatives. Total customer value is the perceived
monetary value of the bundle of economic, functional and psychological
benefits customers except from a given market offering. Total customer cost
is the bundle of costs customer expect to incur in evaluating, obtaining, using,
and disposing of the given market offering, including monetary, time, energy,
and psychic costs. Therefore, customer perceived value is based on the
difference between what the customer gets and what he or she gives for
different possible choices.

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

Total Customer Satisfaction


Whether the buyer is satisfied after purchase depends on the offer’s
performance in relation to the buyer’s expectations. In general, satisfaction is
a person’s feeling of pleasure or disappointments resulting from comparing a
product’s perceived resulting from comparing a product’s perceived
performance in relation to his or her expectations. If the performance falls
short of expectations, the customer is dissatisfied. If the performance matches
the expectations, the customer is satisfied. If the performance exceeds
expectations, the customer is highly satisfied or delighted.

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

Percentage Not Satisfied


Percentage Satisfied

Customer Satisfaction Scale

Linkert method…………

Product and Service Quality


Satisfaction also depends on the product and service quality. Quality is
the totality of features and characteristics of a product or service that bear
on its ability to satisfy stated or implied needs. We can say that the seller has
delivered quality whenever the seller’s product or service meets or exceeds
the customers’ expectations. A company that satisfies most of its customers’
needs most of the time is called Quality Company. Total quality is the key to
value creation and customer satisfaction. Total quality is everyone’s job.

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.

Value- based prices

Attractiveness of the
market offering

Product feature Service mix


and quality and quality

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.

Words of mouth Personal needs Past Experience


communications

Expected Service

Perceived Service
CONSUMER

MARKETER
Service delivery (including External
pre- and post contacts) communication to
consumers

Translation of perception into


service-quality specifications

Management perceptions of
consumer expectation

Service Quality Model


Based on this service-quality model, these researchers identified the following
five determinants of service quality, in order of importance.

 Reliability- The ability to perform the promised service dependably and


accurately.
 Responsiveness- The willingness to help customers and to provide prompt
service.
 Assurance- The knowledge and courtesy of employees and their ability to
convey trust and confidence.
 Empathy- The provision of caring, individualized attention to customers.
 Tangibles- The appearance of physical facilities, equipment, personnel,
and communication materials.

Product support service is becoming a major battleground for competitive


advantage. Since product can be augmented with service differentiators-
ordering ease, delivery, installation, customer training, customer consulting, and
maintenance and repair.
Pizza Hut
Pizza Hut is one of the flagship brands of Yum! Brands, Inc., which also has
KFC, Taco Bell, A&W and Long John Silver’s under its umbrella. Pizza Hut is
the world’s largest pizza chain with over 12,500 restaurants across 91 countries.

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.

The Only Thing That Tops Our Pizza is Our People!

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.

Are You the #1 Leader Where You Work Today?


We have the power of 10,000 Team Members who take pride in making and
serving perfect pizzas. We have Restaurant General Managers who show
unbelievable commitment to serving the best pizza in India. At our restaurant
support center in New Delhi, India, we have talented individuals who strive to
make Pizza Hut the leader in food research and development, technology,
finance, marketing, legal and human resources. And finally, as one of the
recognized brands of Yum! Restaurants International, Inc., they are a part of the
largest restaurant company in the world.

Be the Leader, Act Like the Leader!


Every member of the Pizza Hut family believes in and exemplifies Yum's
Leadership Principles. They enable us to make success happen by pervading all
levels of our organization: from the restaurant crew member to upper
management. And we don't just talk about our Principles; they are the heart of
How We Work Together.

"Walking the Talk" with YUM! Leadership Principles

Customer Focus - We listen and respond to the voice of the customer.


Belief in People - We believe in people, trust in positive intentions, encourage
ideas from everyone and actively develop a workforce that is diverse in style and
background.
Recognition - We find reasons to celebrate the achievements of others and have
fun doing it.
Coaching and Support - We coach and support each other.
Accountability - We do what we say, we are accountable, we act like owners.
Excellence - We take pride in our work and have a passion for excellence.
Positive Energy - We execute with positive energy and intensity...we hate
bureaucracy and all the nonsense that comes with it.
Teamwork - We practice team together, team apart.
McDonald's India
McDonald's in India is a locally owned and managed company run by Indians,
employing local staff, procures from local suppliers to serve its customers.
McDonald's India opened its first family restaurant at Basant Lok in Oct, 1996;
today it has 132 Restaurants across India. This vibrant decade has seen
McDonald's evolve Indian menus, Indian sensitivities and yet remain as globally
innovative as ever. This journey has seen McDonald's develop a rich brand
identity amongst its customers and employees as well as partners alike.

At McDonald’s India we have had a single mantra: providing 100% total


customer satisfaction and the formula for achieving this goal in our restaurant
operation is the long-standing commitment to the McDonald’s Promise.

The McDonald's Promise


QSC&V......The Foundation that built McDonald's success

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

The research is based on the performance of restaurants in varanasi and customer


perception .

PRIMARY OBJECTIVE:
THE ASSESMENT OF CUSTOMER SATISFACTION AT RESTUARANTS
IN VARANASI.

OBJECTIVES OF STUDY

 To determine the demographic profile of customers of restaurants in the city.


 To identify the factors that influence the decision of patrons at restaurants in the city.
 To determine differences in satisfaction level of customer, considering different
factors.
 To identify the behavior of customer patronizing to the restaurant in the city.
 To determine the quality of service of provided by the restaurant operator.
RESEARCH
METHODOLOG
Y
RESEARCH METHODOLOGY
SIGNIFICANCE OF THE STUDY
The report will present a view about the customers view and preferences
with regard to the service provided at Restaurants in Varanasi.

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.

DATA COLLECTION METHOD


This survey has been done through primary data collection method. For
primary data collection method. For primary data collection questionnaire
method has been adopted for customers. The questionnaire was closed ended
structured questionnaire.

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

As the universe is quite large so a relatively small group of individuals are


selected who are representing the whole universe. The project is done through
JUDGEMENTAL SAMPLING TECHNIQUE & CONVENIENCE SAMPLING
METHOD, is which every element is selected on the basis of judgment of the
researcher & convenient approach to the customer.

RESEARCH DESIGHS

To know the present condition or status regarding particular item


DESCRIPTIVE AND CONCLUSIVE RESEARCH has been conducted.

DATA ANALISIS TECHNIQUE


The data analysis technique used was QUANTITATIVE in nature and the data
analysis instrument used for conducting the research is tabulation, bar charts.
ANALYSIS
&
INTERPRETATO
N
No. of respondent classified on the basis of Gender.

Female
40%

Male
60%

We have 40% female and 60% male as our respondent.


No. of respondent classified on the basis of their occupation.

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
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Student House wife Service Business Men

The no. of students going to restaurant are maximum, then we


have service people that goes to restaurant.
No. of respondent classified on the basis of their age group.

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%
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We have maximum respondent between the age group of 21


to 30 & then with the age group of 11 to 20 respectively.
No. of respondent classified on the basis of their income group.

60
50
40
59 30
33 20
10
8
0
Below 10000 10000 to 50000 Above 50000

We have 59 % respondent between the income group of 10000


to 50000 & 33% with the income having below 10000.
Question 1: The menu has excellent selection of items.

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

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Strongly disgree Disagree Neutral Agree Strongly Agree

INTERPRETATION:

We have 40% customer strongly agrees with the point for


Rahil restaurant & Pizza Corner & 70% of people agrees with us
at Kovil restaurant where as there is 10% people still wants
modification in the menu at Mc Donalds.
Question 2: The food was served fresh and hot.

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
T
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Strongly disgree Disagree Neutral Agree Strongly Agree

INTERPRETATION:

Almost 60% of responded strongly agrees at Ming Garden


and 70% of people are satisfied with the food served.
Question 3: It has excellent quality of food.

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
T
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Strongly disgree Disagree Neutral Agree Strongly Agree

INTERPRETATION:

In this context, Pizza Hut & Kovil stand with 60%


respondent completely statisfied with the quality of food
provided, where as the quality needs to be improved at
Rahil Restaurant.
Question 4: The taste and flavor of the food is perfect.

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
T
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Strongly disgree Disagree Neutral Agree Strongly Agree

INTERPRETATION:

We had 50% respondent of Ming garden who are delighted


with the taste and flavors of the food provided, and the people
at Kovil and We2 had similar response with 50 % satisfactory
response.
Question 5: The place is very hygienic.

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
T
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Strongly disgree Disagree Neutral Agree Strongly Agree

INTERPRETATION:

It is Ming Garden who stands with 70 % delighted


response then we have Pizza Corner with 60%, we have Pizza
Hut lyingwith 60 % respondent at satisfactory level.
Question 6: The Items were reasonably priced

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
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Strongly disgree Disagree Neutral Agree Strongly Agree

INTERPRETATION:

Here the maximum respondent disagree with the


pricing structure at MC Donald & Pizza Hut with 70% & 50%
respondent respectively., where as the item as Pizza Corner
are most reasonably priced.
Question 7: We were seated promptly

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
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Strongly disgree Disagree Neutral Agree Strongly Agree

INTERPRETATION :

The respondent at Kovil and Pizza Corner are


completely agree with the statement with 100% positive
response. Wheras people at Kerala Café wants, more
comfortable place .
Question 8: There was attended to take over:

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
T
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Strongly disgree Disagree Neutral Agree Strongly Agree

INTERPRETATION:

The attended at Pizza Corner & We2 had similar response


with 90 % satisfactory response , then we have Ming Garden and
Kovil with 70% satisfying response.
Question 9: The attended was friendly and
patient when taking our order.

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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

Strongly disgree Disagree Neutral Agree Strongly Agree

INTERPRETATION:

The attended are well trained at Ming Garden, Then we have


Wer2 with 100% satisfying response, where as the attended at
Nice foods to be more friendly in nature.
Question 10: We don’t have to wait long for the
service after ordering.

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
T
EN

il
e

r
ut

od
N

cD

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

Strongly disgree Disagree Neutral Agree Strongly Agree

INTERPRETATION:

Here, we have Ming garden, having 70% positive


response with second most position in this context and at We2
the customers are seems to be more satisfied with the
servicing time taken.
Question 11: We find the atmosphere very pleasant.

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
T
N

2
il
N

ut

cD
od

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

Strongly disgree Disagree Neutral Agree Strongly Agree

INTERPRETATION:

The customer are very pleased with the atmosphere


provided at Pizza Corner with 100% satisfying response,
then we have Ming Garden with 90% respondent, there
after Pizza Hut stands at the third position.
Question 12: The location of the restaurant
is perfect.

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
T
N

2
l
N

ut

cD
od

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

Strongly disgree Disagree Neutral Agree Strongly Agree

INTERPRETATION:

The location of restaurant is found to perfect for the customer


in Pizza Corner, then we have Rahil restaurant for having 90%
respondent, and other follows respectively.
Question 13: We are completely satisfied with home
delivery facilities provided.

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
T
N

2
il
ut
N

cD
od

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

Strongly disgree Disagree Neutral Agree Strongly Agree

INTERPRETATION:

The home delivery facility at Rahil restaurant has been


found very satisfactory, Since we don’t have many customer
prevailing this facilities.
Question 14: We had good parking facilities.

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
T
N

2
il
N

ut

cD

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

Strongly disgree Disagree Neutral Agree Strongly Agree

INTERPRETATION:

The people at Pizza Corner is having much better facilities


of parking then stands Kovil restaurant, and further followed by
Pizza Hut, whereas for Rahil restaurant & Ming garden are
having 50% response. The place like Kerala café & Café at
Home are to improve their parking facilities.
Question 15: Overall, the Service was excellent.

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
T
N

2
il
N

ut

cD

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

Strongly disgree Disagree Neutral Agree Strongly Agree

INTERPRETATION:

The service provided by Ming garden is found to the


most satisfactory one, whereas there is 50% respondent
satisfied at Pizza Hut, also the customer at Mc Donald and
Pizza Corner are again with 90 % respondent in favour.
Question 16: Considering everything your
experience was good value.

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
T
N

2
il
ut
N

cD
od

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

Strongly disgree Disagree Neutral Agree Strongly Agree

INTERPRETATION:

The Pizza Corner is found to provide the most satisfactory


experience for their customer, then followed by Ming Garden,
Pizza Hut, We2 respectively.
Question 17: How often do you visit this restaurant?

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

Monthly Twice a week Weekly Daliy

INTERPRETATION:

The customer at Café at Home are found to be most


recently visitor to the restaurants, then we have the pizza Hut
and Kerala Café respectively.
Question 18: Was your Seat Reserved in
advance?

200
180
160
140
120
100
80
60
40
20
0
Yes No

INTERPRETATION:

We had no respondent having reservation at the any


of the restaurant, at many places reservation facilities are
provided.
Question 19: The waiting time were

100%

90%
80%

70%

60%
50%

40%

30%

20%

10%

0%
T
EN

2
od

il
ut

d
e

r

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


IN

Pi
Ca
M

L
HI
RA

As expected little longer than expected much longer than expected

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:

The people at Pizza Corner had completely agree to


recommend the restaurant to other persons, thus it mostly
entertains the word of mouth from its customer, the 20 % of
people that Pizza hut are are willing to recommend to other
people.
On assessment of satisfactory level on the basis
of Gender,

79
78
77
76
75
74
73
72
71
Male Female

INTERPRETATION:

It is found that the females are more satisfied then


males at restaurants.
On assessment of satisfactory level on the basis
of Age,

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:

Here we conclude that, the people of age group 21 to 30 are


satisfied then the age group of 31 to 40, where as the age group
of 61 to 70 are found with higher satisfactory level.
On assessment of satisfactory level on the basis
of their occupation,

78

77

76

75

74

73

72
House Wife Service Business Student

INTERPRETATION:

All the above, although the difference is very minuet we


have Housewife are with maximum satisfying level at 78%,
then we have student community with 77%, and then business
person thereafter the service personnel are followed with
74%.
On assessment of satisfactory level on the basis
of income group,

78

76

74

78 72

75
70

70 68

66
Below 10000 10000 to 50000 Above 50000

INTERPRETATION:

We have income group between 10000 to 50000 are highly


satisfying then the people of income group above 50000 then
comes the income group below 10000 with 70% satisfying
level.
On assessment of total satisfaction, the response from the
10 restaurant of varanasi are,

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:

• Improve and emphasize hygienic practices and cleanliness in all activities


performed in restaurant areas, including the restrooms.
• Staff should be properly trained to deliver quality service. Performance
standards should be set and staff trained to meet or exceed these standards.
• Improve restaurant ambience. If necessary use the services of a
professional interior designer, just as many other restaurants do. This will
give them an edge over the competition.
• Consistently control quality of food. Train staff in the importance of
standardization of each dish, and maintenance of the same.
• Set reasonable prices, and
• Try to create positive word-of-mouth advertising by providing quality food
and service.
CONCLUSION
CONCLUSION
The conclusions of this study generally the analysis of satisfaction level of the
customers counts to 79% of the satisfactory level at restaurants in Varanasi.
There was a total of 200 questionnaires.
The factors that influence the decision of pattern to select the location of
restaurants in the Varanasi Cities. In order of importance, quality of food; taste of
the food; and hygiene and cleanliness were at the top of the list of the most
important factors; availability of new items; and cultural familiarity were the
least important factors, pleasant atmosphere, good parking facilities. These
results suggest that restaurant operators should pay attention to keeping food
quality high, and maintaining a clean and hygienic establishment.
The NRA Educational Foundation's ServSafe is a program which covers the
basic principles of food safety - its challenges, the importance of having a system
and the maintenance of a safe operation. Restaurants that are ServSafe certified
often display an International Food Safety Council decal on their doors to let
diners know that their staff have been trained and certified in food safety.
However, while such notices can boost consumer's confidence, action-oriented
visual cues are most important. These cues can start in the parking lot, all the
way through to the cleanliness of restrooms. For example, if the restrooms are
untidy and messy, and customers are unable to wash their hands properly
because the facilities are out of soap and paper towels, they may assume that the
staffs at the back of the house aren’t able to wash their hands either. Therefore,
restaurateurs need to ensure that their customers believe that they are absolutely
committed to food safety.
Reputation or word-of-mouth is one of the important variables with a significant
difference by ethnic origin for the promotion of the restaurant. The study also
defines the loyalty of the customer towards the restaurant.
LIMITATIONS
LIMITATIONS

• The study was conducted with a severe time constraint. So the sample size
could not be more than 200.

• The responses received are quite objective in nature.

• Low rate of return of the duty filled in questionnaires due to biasness of


respondents.

• Many of the questionnaires did not helped in conducting the survey report, as
they were lost in the process.

• It was difficult to know whether the wiling respondents were truly


representative.

• This method was likely to be slowest of all.


BIBLIOGRAPHY

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