A project report on Pizza Hut

And project work entitled as

A study of Customer Satisfaction Level of Pizza Hut

Prepared and presented to Mr. Durgesh Batra Faculty member,IIPM,Jaipur

Presented by: Nitesh agrawal

Letter of Acceptance

To: Mr. Durgesh Batra Lecturer IIPM, Jaipur

Subject: PREPARATION OF REPORT I am hereby presenting the report on Company Pizza Hut and assure you submission of our report in compliance with the instruction envisaged. Name of topic is repeated for ready reference please.

A study of Customer Satisfaction Level of Pizza Hut

Yours sincerely,

Nitesh agrawal

Date: November 03, 2009

ACKNOWLEDGEMENT
I took this opportunity to express my gratitude to all those who have helped me to make this project a success. I would like to thank prof. Durgesh Batra who helped and guided me throughout the development of the project, He provided me all kind of information, and inspired me to complete the project successfully.. I would like to thank everyone who contributed for the success of this project. I must thank them whose valuable guidance makes it so simple and support me during the project development directly or indirectly. However, I accept the sole responsibility for any possible error of our mission and would be extremely grateful to the readers of this project report if they bring such mistakes to my notice.

TABLE OF CONTENT
Sr. No. Particulars Page No.

Introduction of McDonalds - History - Business Model - McDonalds in India 3. 4. SWOT Analysis Methodology - Introduction - Research Objective - Research Plan - Research limitations 5. 6. 7. Analysis & Interpretation Conclusion & Recommendations Annexure - Bibliography

EXECUTIVE SUMMARY
During the past four decades Pizza Hut has built a reputation for excellence that has earned the respect of consumers and industry experts alike. Building a leading pizza company has required relentless innovation, commitment to quality and dedication to customer service and value. The qualities of entrepreneurship, growth and leadership have characterized Pizza Huts business through more than four decades of success. Through the strength of its heritage, its culture and its people and franchisees, Pizza Hut looks forward to more success in future. There are different objectives of every organization. In order to achieve these objectives different targets are set. Targets pass down the hierarchy depending on the nature of the business. Therefore, in order to achieve the objectives, management decides on different strategies. These strategies are divided into many sub-parts and are useful for the running
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of the business. The employees and the management know what they have to achieve through the targets which have been set to them and the strategies they have adopted help them know the way they will achieve the objectives. Similarly, Pizza Hut has different targets set to them and they have adopted different strategies to successfully achieve the targets set. These targets are set by the RSC i.e. the restaurant support centre in Jaipur. These targets are passed on to the RGM (restaurant general manager) and he passes them to the workforce. These targets fall within the organizational structure in which there are many people who have different targets to achieve. In order to successfully achieve the targets they need to co-operate and work in a friendly environment

Research Methodology
 Study Objective:
To study and analyze the customer satisfaction level of Pizza Hut in Jaipur

 Type of Research:
Descriptive

 Research Approach:
Survey

 Research Instrument:
Questionnaire

 Sampling Unit:
Customers of Pizza Hut in Jaipur

 Sample Size:
100 People

 Sampling Procedure:
Stratified Random Sample

 Contact Method:
Personal Interview

INTRODUCTION
This study is primarily intended to oversee and evaluate the customer satisfaction level of Pizza Hut as a brand of new generation food item viz. Pizza in Jaipur. The people of this city have been known for their taste for foods. "Food is the nucleus of all activities in Jaipur and people here eat and serve to their hearts content. Culture and cuisine are two highlights of the city of Jaipur. Eating out is the most popular form of entertainment and has been en vogue since times immemorial.

Indian Food Industry

 India is the world's second largest producer of food next to China.  The total food production in India is likely to double in the next ten years and there is an opportunity for large investments in food and food processing technologies, skills and equipment.  India is one of the worlds major food producers but accounts for less than 1.5 per cent of international food trade.  The Indian food industries sales turnover is Rs. 1,40,000 crore annually as at the start of year 2000.

History of Pizza
Pizza is a baked pie of Italian origin consisting of a shallow bread-like crust covered with seasoned tomato sauce, cheese, and often other toppings such as sausage or olive. The common belief is that Italians invented the pizza; however the origins go back to the ancient times. it is known the Babylonians, Israelites, Egyptians and other ancient Middle Eastern cultures were eating flat, un-leaven bread that had been cooked in mud ovens. it is known that ancient Mediterranean people such as the Greeks, Romans and

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Egyptians were eating the bread, topped seasoned with olive oil and native spices. It's fairly well established that the first pizza as we know it today was created by a man named Raffaele Esposito from Naples, Italy in 1889 for Umberto I, King of Italy, and his wife, Queen Margherita di Savoia. The king and Queen liked the pizza so much that word quickly reached the masses. As the years passed and the turn of the century came about, Italian immigrants brought this recipe with them to America.

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Pizza Hut History

1958: The legacy of Pizza Hut began, when two college-aged brothers from Whichita, Kansas, Frank and Dan Carney opens first Pizza Hut restaurant after borrowing $600 from their mother. 1959: Pizza Hut is incorporated in Kansas and the first franchise unit opens in Topeka, Kansas. 1968: International market entered with opening of Pizza Hut restaurant in Canada. 1969: Red roof adopted for restaurants.

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1972: Pizza Hut, Inc. listed on New York Stock Exchange under the symbol PIZ. 1977: Pizza Hut, Inc. stockholders overwhelmingly approve merger with PepsiCo, Inc. for an undisclosed sum. 1986: Delivery service, as a new concept, is initiated. 1996: Pizza hut comes to India with a dine in restaurant Banglore that has special vegetarian pizzas. 1997: Pizza hut opens a dine-in restaurant in Delhi.

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Marketing Research
Marketing research plays an important role in the process of marketing. Starting with market component of the total marketing talks. It helps the firm to acquire a better understanding of the consumers, the competition and the marketing environment.

Defination
Marketing research is a systematic gathering, recording and analysis marketing problem to facilitate decision making. Coundiff & Still.

Marketing research is a systematic problem analysis, model building and fact finding for the purpose of important decision making and control in the marketing of goods and services. - Phillip Kotler.

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Main steps involved in marketing research

Defining the Marketing Problem to be tackled and identifying the market research problem involved in the task.

(1) (2) (3) (4) (5) (6)

Define the problem and its objectives. Identify the problem. Determine the information needed. Determine the sources of information. Decide research methods. Tabulate, Analyze and interpret the data. (7) Prepare research report. (8) Follow-up the study.

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Research Design
The research design followed during the course of research work was-

Exploratory research:  To study and gain the knowledge about the current supply chain in the food processing industry and the shortcomings which it is facing.  We have done pilot study on retailers and their processors. Our focus group includes Farmers, Retailers and Processors.  To study problem faced by the retailers and the farmers during supply chain we have conducted the focus group interview.

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Descriptive Research:

After going through the EXPLORATORY REASEARCH, the research process was advanced with the help of DESCRIPTIVE RESEARCH, which was followed in the following manner:-

 Designing and developing if questionnaires for both the retailers and farmers.  Collection of data and information with the help of these questionnaires.  Cross sectional study been done to explore the impact of organized retail on food Processing industry.

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

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Final conclusion & recommendation as per the analysis

Limitations: Sometime respondents refuse to cooperate and it may possible that they give biased and dishonest answers. Marketing Research takes time and money. It may possible that personality and caliber of two researchers are different and thus their findings could also vary.

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Environmental and internal analysis of Pizza Hut

In our visit to Pizza Hut we conducted research on PEST (Political, Economic, Social and Technological) Analysis. In the internal analysis of Pizza Hut we have considered SWOT of the Company.

PEST ( Political, Economic, Social & Technological)

i. POLITICAL ISSUES:

Political issues include regulatory frame work operating in judicial system which may affect the business in different ways. There are not many political factors in Jaipur affecting Pizza Hut as is lack of competition. Factors such as laws on business employment, pollution and taxation apply on the organization which it has to follow regarding the rules.

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ii.

ECNOMIC FACTORS:

If the countys economy is better so the GDP of the country will be good, this is a green signal for the business as the per capita income of the people will be increased and they will spend more money. In our survey we came to know that most of the people in the beginning of the months spend more and they visit pizza hut very often. When the inflation rate increases the cost of raw material also increases and this leads towards high prices of the products and vice versa. iii. SOCIAL FACTORS:

Pizza hut is a multinational and it is basically originated from America so the organization is overwhelmed by western culture. There are social forms of society which consist of Upper class, middle class, middle upper class, lower class and lower class. Every country has cultural norms, values, beliefs and religion which can affect the organization.
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iv.

TECHNOLOGICAL FACTORS:

Now a days technology is improving so as baking and heating ovens will be of new and efficient technology and will provide efficient service. Due to new technology there are new ways of marketing like internet; telemarketing and the organization can advertise their products with much more faster pace. Computer based customer data that is MIS (managing information system) helps in collecting customer data, daily transactions, future forecasting and decision making. New vehicles will make their service more efficient.

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Marketing Aspects:
 Pizza Hut laid more emphasis on its restaurant dining experience.  Pizza Hut localizes it menu to capture local Indian Market.  In 2000 Pizza Hut launched its innovative Pizza Pooch menu and Pizza Pooch Birthday Party package exclusively for kids in the 6-10 age groups.  It positioned itself as family restaurant and also concentrated on wooing kids.

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Analysis of the Survey

1. Which age group do you belong to? 1. Below 18 2. 19 to 25 3. 26 to 35 4. 35 & Above 9% 64% 19% 8%

1. Below 18

2. 19 to 25

3. 26 to 35

4. 35 & Above

8% 19%

9%

64%

Inference: Maximum percentage of customers come from the age group 19 to 25.

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2. How many times you go outside for eating food? 1. Once in a Month 2. Twice in a Month 3. Once in a Week 4. Twice in a Week 5. Other 19% 21% 33% 16% 11%
once in a month twice in a month 11% 19% once in a week twice in a week other 16%

21%

33%

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

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3. Which Places you regularly visits for eating food?

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

59% 35% 6%

1. Hotels & Restaurants

2. Fast food junctions

3. Local Dhabas & Food Vendors

6%

35% 59%

Inference: 59% people prefer going to hotels and restaurants.

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4. How Many time you come at pizza hut? 1. First Time 2. Once in a month 3. Twice in a month 4. Once in a Week 5. Twice in a Week 6. Other 14% 39% 16% 12% 19% 0%

1. First Time 4. Once in a Week

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

3. Twice in a month 6. Other

19% 12%

14%

39% 16%

Inference: percentage of people coming to pizza hut once in a month is maximum.

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

1. Yes 2. No

80% 20%

1. Yes

2. No

20%

80%

Inference: Except 20% people, rest all are satisfied with the parking space.

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

1. Yes 2. No

96% 4%

4%

1. Yes 96% 2. No

Inference: Mostly all are satisfied with the response time of the services.

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7. Which type of pizzas you are regularly eating at pizza hut? A. 1. Pan 2. Freshizza 3. Both 47% 21% 32%

1. Pan

2. Freshizza

3. Both

32% 47%

21%

Inference: Preference of pan pizzas is maximum in pizza hut.

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7B. 1. Veg. 87%

2. Non Veg. 6% 3. Both 7%

1. Veg.

2. Non Veg.

3. Both

7% 6%

87%

Inference: Almost 90% people prefer having veg pizzas.

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8. Have you ordered for Appetizers & Beverages? 1. Yes 2. No 63% 37%

1. Yes

2. No

37%

63%

Inference: Around 65% people order for Appetizers & Beverages.

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9. Are you satisfied with the taste, quality & quantity of the food served at pizza hut? 1. Yes 2. No 97% 3%

1. Yes

2. No

3%

97%

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

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10. How do you find the price of the food at pizza hut? 1. Low 2. Perfect 3. High 0% 28% 52%

4. Very High 20%

1. Low

2. Perfact

3. High

4. Very High

20% 28%

52%

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

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11. Do you like the dining room decoration & table setting at pizza hut?

1. Yes 2. No

89% 11%

2. No 11%

1. Yes 89%

Inference: Around 90% people find that the ambience is good at pizza hut.

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12. What do you say about the cleanliness of dining room, dining table, wash room etc. of the pizza hut? 1. Very Good 28% 2. Good 3. Poor 4. Very Poor 71% 1% 0%

1% 28%

1. Very Good 2. Good 71% 3. Poor 4. Very Poor

Inference: The people are satisfied with the cleanliness of dining room, dining table, wash room etc. of the pizza hut.

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13. Have you ever used the home delivery or take away services of pizza hut? 1. Yes 2. No 47% 53%

1. Yes 47% 2. No 53%

Inference: Majority of the people have not used the home delivery service.

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14. Do you like the packaging of the order by pizza hut? 1. Yes 2. No 96% 4%

1. Yes

2. No

4%

96%

Inference: Maximum people like the packaging

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15. Would you like to come again at pizza hut? 1. Yes 2. No 91% 9%

2. No 9%

1. Yes 91%

Inference: Around 90% people would like to visit again.

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SWOT Analysis
Strengths:
Good Quality Food (Hygiene) Brand Name Food worth its Price Good Service

Weaknesses:
Parking Facilities Advertisings are very less Fewer Outlets No Social Welfare

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 Opportunities:
More outlets should be open. Sitting Area should be broader. Environment should be more attractive. Attractive offers should be introduced.

Threats:
Competitors like US Pizza, Dominos, etc. Local restaurants Instant Fast Food Packets. Housewives are interested in making Pizzas & other Fast Food at home.

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Conclusion
 Pizza Hut restaurant. is a complete family

 People are highly satisfied with the services and quality of the food served at Pizza Hut.  People of Jaipur like to go outside for eating at least once in a week and on an average visits Pizza Hut once in a month.  Most of the People visiting Pizza Hut are between 19 to 25 years of age.  People feel that prices of Pizza Hut is high.
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SUGGESSTIONS
y Pizza hut should reduce their prices or introduce new meals of lower prices. y They should promote their home delivery services. y For promoting the home delivery service, they should increase their home delivery radius. y Since youth is the largest consumer group, introduce offers and discounts from time to time.

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Annexure
Questionnaire:
1. Which age group do you belong to? 1. Below 18 2. 19 to 25 3. 26 to 35 4. 35 & Above

2. How many times you go outside for eating food? 1. Once in a Month 2. Twice in a Month 3. Once in a Week 3. Which Places you regularly visits for eating food? 1. Hotels & Restaurants 2. Fast food junctions 3. Local Dhabas & Food Vendors 4. Twice in a Week 5. Other

4. How Many time you come at pizza hut?

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

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

5. Are you satisfied with the parking facility at pizza hut? 1. Yes 2. No

6. Are you satisfied with the response time of pizza hut service? 1. Yes 2. No

7. Which type of pizzas you are regularly eating at pizza hut? 1. Pan 2. Freshizza 3. Both

8. Have you ordered for Appetizers & Beverages? 1. Yes 2. No

9. Are you satisfied with the taste, quality & quantity of the food served at pizza hut?

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1. Yes

2. No

10. How do you find the price of the food at pizza hut? 1. Low 2. Perfect 3. High 4. Very High

11. Do you like the dining room decoration & table setting at pizza hut? 1. Yes 2. No

12. What do you say about the cleanliness of dining room, dining table, wash room etc. of the pizza hut? 1. Very Good 2. Good 3. Poor 4. Very Poor

13. Have you ever used the home delivery or take away services of pizza hut? 1. Yes 2. No 14. Do you like the packaging of the order by pizza hut? 1. Yes
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2. No 15. Would you like to come again at pizza hut? 1. Yes 2. No

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