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8/14/2019 CUSTOMER SATISFACTION LEVEL OF PIZZA HUT.doc
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A PROJECT REPORTA PROJECT REPORT
ONON
CUSTOMER SATISFACTION LEVEL OF PIZZA HUT
SUBMITTED IN THE PARTIAL FULFILLMENT OF
DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION2012-152012-15
UNDER THE GUIDANCE OF:UNDER THE GUIDANCE OF:
MMRSRS.. VANIKAVANIKACCHUGHHUGH
AASSISTANTSSISTANTPPROFESSORROFESSOR,, FIMTFIMT
SUBMITTED BY:SUBMITTED BY:
S SHIVALIHIVALIBBHUTANIHUTANI
04390101812 04390101812
BBATCHATCHNNOO. (. (BBABBAB&IB&I SEMSEM3)3)
FAIRFIELDFAIRFIELDINSTITUTEINSTITUTEOFOFMANAGEMENTMANAGEMENT&& TECHNOLOGYTECHNOLOGY
Affili!"# !$ G%% G$'i(# Si()* I(#+,!* U(i",i!./ D"l*iAffili!"# !$ G%% G$'i(# Si()* I(#+,!* U(i",i!./ D"l*i
Bi,( R$#/+,*"#/ N" D"l*i-110 034 I(#i6
T'l" $f C$(!"(!,
http://www.google.co.in/imgres?imgurl=http://www.infinitecourses.com/admin/Upload/Institutes/633891826120967060_FIMT.bmp&imgrefurl=http://www.infinitecourses.com/InstituteDetails.aspx%3FInstitute%3DFairfield-Institute-of-Management-Technology-(FIMT)%26InstituteID%3D1202&usg=__OnBSWKnHBF-p-LzEDYbF-SsFfak=&h=137&w=125&sz=51&hl=en&start=4&zoom=1&um=1&itbs=1&tbnid=N91zaXuGHQYjNM:&tbnh=93&tbnw=85&prev=/images%3Fq%3Dfairfield%2Binstitute%2Bof%2Bmanagement%2Band%2Btechnology%26um%3D1%26hl%3Den%26sa%3DN%26rlz%3D1W1ADFA_en%26tbs%3Disch:18/14/2019 CUSTOMER SATISFACTION LEVEL OF PIZZA HUT.doc
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S!"#$ "#%''*$+++++++++++++++++++++++++++++..
C#,%'#.......ii
A%-$*#"/##$ ..........................................................................................................
L *, T'#...iv
List of Graphs.v
Executive Suar!.....vi
"HA#TE$%& #a'e (o. &
&.& #urpose of the stu)!.....
&.* $esearch +-ectives of the stu)!...
&. $esearch Metho)o/o'! of the stu)!..
&. .& $esearch 0esi'( ......
&..* 0ata "o//ectio(% #riar! 1 Seco()ar! )ata
&.. Sap/e )esi'(...
&...& #opu/atio(..
&...* Sap/e si2e
&... Sap/i(' etho)..
&.3 Liitatio(s...
"HA#TE$ %*
"+M#AN4 #$+FILE
"HA#TE$ %
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MA$5ETING ST$ATEG4 +F #I66A HUT
"HA#TE$%3
ANAL4SIS AN0 INTE$#$ETATI+N..............................................................................
"HA#TE$%7
SUGGESTI+NS
"HA#TE$%8
"+N"LUSI+N
References
Annexures
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STUDENT DECLARATION
I here! )ec/are that the pro-ect e(tit/e) 9"ustoer Satisfactio( Leve/ of #I66A
HUT: u()er the 'ui)a(ce of 7M, 8(i9 C*%)*suitte) to the 0eparte(t of
Ma(a'ee(t i( the partia/ fu/fi//e(t of the )e'ree of B;*"l$ $f B%,i(",,
A#
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CERTIFICATE
This is to certif! that the pro-ect e(tit/e) 9"ustoer Satisfactio( Leve/ of #I66A
HUT: is a ori'i(a/ ;or< of Shiva/i Bhuta(i of Bache/ors of Busi(ess A)i(istratio(
Ba(
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ACNO>LEDGEMENT
It is a p/easure to ac
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LIST OF TABLES
TABLE NO= TITLE PAGE NO=
*.& "+M#AN4 #$+FILE
*.* MA$5ET SHA$E IN &???
*. MA$5ET SHA$E IN *>>>
.& +UTSI0E EATING
HABITS
.* +UTINGS
. N+. +F =ISITS T+ #I66A
HUT
.3 #A$5ING FA"ILIT4
SATISFA"TI+N
.7 SATISFA"TI+N LE=EL
ITH THE $ES#+NSE
TIME
.8 T4#ES +F #I66A
. T4#E +F +$0E$
.@ LE=EL +F
SATISFA"TI+N ITH
UALIT4 ET".
.? T4#E +F #$I"E
.&> 0INING 0E"+$ATI+N
.&& H+ME 0ELI=E$4
.&* $E=ISIT
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LIST OF GRAPHS
GRAPH NO= TITLE PAGE NO=
.& +UTSI0E EATING
HABITS
.* +UTINGS
. N+. +F =ISITS T+
#I66A HUT
.3 #A$5ING FA"ILIT4
SATISFA"TI+N
.7 #A$5ING FA"ILIT4
SATISFA"TI+N
.8 T4#ES +F #I66A
. T4#E +F +$0E$
.@ LE=EL +F
SATISFA"TI+N ITH
UALIT4 ET"
.? T4#E +F #$I"E
.&> 0INING 0E"+$ATI+N
.&& H+ME 0ELI=E$4
.&* $E=ISIT
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E?ECUTI8E SUMMARY
9Experie(ce is the Best Teacher: this sa!i(' p/a!s a 'ui)i(' ro/e i( i(c/usio( of
Gra() #ro-ect as a part of BBA 0e'ree. This pro-ect a//o;s us a( exposure to rea/
Busi(ess E(viro(e(t.
Ma(a'ee(t trai(i(' reai(s i(cop/ete ;ithout practica//! u()ersta()i(' rea/
a(a'ee(t pro'raes. Theoretica/
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CHAPTER-1
INTRODUCTION
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1=1PURPOSE OF THE STUDY
The 'ra() pro-ect se/ecte) ! e to a(a/!2e 1 i)e(tif! the custoer satisfactio( /eve/
of #i22a Hut. This stu)! is priari/! i(te()e) to oversee a() eva/uate the custoer
satisfactio( /eve/ of #i22a Hut as a ra() of (e; 'e(eratio( foo) ite vi2, K#i22aJ i(
the 0ELHI.
The peop/e of this cit! have ee(
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1=2 RESEARCH OBJECTI8ES
&.The priar! o-ective is to stu)! the /eve/ of custoer satisfactio(.
*.To eva/uate the /eve/ of custoer satisfactio( of pi22a hut.
.To eva/uate ;hether the services offere) ! pi22a hut are satisfactor! or (ot.
3.To stu)! the ehavior a() prefere(ces of the custoer.
7.To stu)! the ar
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1=3 : RESEARCH METHODOLOGY
1=3=1 RESEARCH DESIGN
The t!pe of research )o(e is ase) o( the 0escriptive stu)!. A )escriptive stu)! is
)o(e ;he( the researcher ;a(ts to
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1=3=3 SAMPLE DESIGN:
1=3=3=1 P$+%l!i$(% The tar'ete) popu/atio( for the pro-ect ;or< is the popu/atio(
u()er the 0ELHI a() N"$.
1=3=3=2 S.
1=3=3=3 S
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1=- LIMITATIONS
1=6 A ($ ;$(;"+!i$( $f !*" ",";*:
Ma(! a(a'ers see ar
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CHAPTER-2
COMPANY PROFILE
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ABOUT THE COMPANY
C$
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>HAT THEY STAND FOR:
ith their a''ressive expa(sio( i( I()ia, the! ;a(t to e the ar>>>
restaura(ts a// over the ;or/).
THEIR ASSETS:
+(/! their ep/o!ees ca( tra(s/ate this visio( i(to rea/it!. It is their e()eavor to e the
ost preferre) ep/o!er i( the restaura(t usi(ess a() ho; )o the! propose to )o
this. Their restaura(ts have peop/e ;or
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toppe) seaso(e) ;ith o/ive oi/ a() (ative spices. The /o;er c/ass of the Nap/es, Ita/!
is e/ieve) to have create) pi22a i( a ore fai/iar fashio(. I( the /ate &@>>s a Ita/ia(
a>s pi22a a)e its ;a! to the i((er cities U(ite) States, tha(
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E= >ll"! 8S N%!i!i$(
As for their success or (ot, ;e thi(< exap/es are a// over arou() the ;or/), that this
)oes, i( fact ;or
the! are )aa'i(' to the peop/e that )i(e there.
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CHAPTER-3
MARETING STRATEGIES OF
PIA HUT
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MARETING ASPECTS OF PIA HUT
I(!$#%;!i$(
Mar perce(t share of the fra(chise)
pi22a ar
perce(t i( other. The fra(chisees i( the hi'her ar
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a/so trac> MarQ
+thers &*
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Q As c/aie) ! co.
hi/e #i22a Hut re/ie) o( its US# of 9)i(i(' experie(ce:, 0oi(oJs US# ;as a >%
i(ute )e/iver! frae. 0oi(oJs ha) 'ro;( o(e out/et i( &??8, to &>& out/ets i(
Apri/ *>>&. #i22a Hut too, ;hich e'a( ;ith -ust a si('/e out/et i( &??8 ha) &? out/ets
i( I()ia.
#i22a Hut e(tere) I()ia i( u(e &??8 ;ith its first out/et i( 0e/hi. I(itia//!, the
copa(! operate) copa(! o;(e) out/ets. Ho;ever,
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eef a() por< pro)ucts i( the e(u. It a/so offeres that if the K)otJ rea)s K hotJ the(
!our pi22a Is hot,e/se !ou 'et it free.
PRICING AND PROMOTIONAL >ARS
I( &??@ #i22a Hut /au(che) a prootio(a/ capai'( to attract the custoers. It ha) a
K#a( i( 4our NaeJ co(test ;here it offere) a free pi22a to a(!o)! ;ith the ;or)
#a(
i( hisOher (ae% e.'. #a(>> #i22a Hut /au(che) its i((ovative #i22a #ooch
Me(u a() a #i22a #ooch Birth)a! #art! #ac>&, ;hich sai), KGoo) ties
start ;ith 'reat pi22asJ= The a) ;as aire) )uri(' a// the iporta(t pro'ras o( Star
#/us, S+N4, Star Movies, Max, HB+, ARN a() MT=. #i22a Hut spe()s et;ee(
$s.>%7 i//io( o( the a) capai'( i( *>>&. Sai) #a(
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restaura(ts across a-or cities i( I()ia. B! )eceer *>&& #i22a Hut )e/iver! is to
ope( at/east &>> (e; stores across the U5 ! *>&3 i( a ove) ac&7.
Pi;" S!!").
#rices of #i22a Hut ra()s are a u()er
A++"!i,", R,
Gar/ic Brea) ?
Gar/ic Brea) ;ith "heese ??
Gar/ic Brea) Spic! Supree &>7
Gar/ic Brea) Exotica &>7
Ma'ic pa( pi22a 33
Trip/e chic
Trip/e chic/
B"")",
#epsi, 0iet #epsi, Miri()a, U#, Mou(tai( 0e; 7>> /C evera'es so/)
at M.$.#.
A#"!i,i()
ItJs (o; coo/ 1 hip to carr! ;ater 1 the a)s are tar'ete) at the !ou(' 1 the hea/th
co(scious those ;ho care aout their o)ies. A)vertisi(' +-ectives of the copa(!
&. To stiu/ate )ea()
*. To stre('the( offer, prootio( ix e/ee(ts, i.e. pre%se//i(' of pro)uct.
. To )eve/op ra() prefere(ce.
3. To /o;er price as it i(crease copetitio(.
7. To e a copetitive ;eapo(.
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A)vertisi(' has p/a!e) ver! iporta(t ro/e i( the success of their pro)ucts si(ce their
first a)vertisi('. The copa(! uses a)vertisi(' to tri''er )esire as ofte( 1 i( as a(!
;a!s as possi/e. #i22a hut have i(tro)uce) (e; ra() ca//e) freshi22a, 1 the! use)
Ma/ai
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Stuffe) "rust #i22a use) approxiate/! 7>P of the 7 i//io( pou()s of stri(' cheese
pro)uce) i( the U.S. i( &??7.
The hi'hest vo/ue #i22a Hut restaura(t i( the ;or/) is i( #aris, fo//o;e) ! stores
/ocate) i( Mosco;, Ho(' 5o(' a() the U.5. +utsi)e the U.S., the cou(tr! ;ith the
ost #i22a Hut u(its is Austra/ia, fo//o;e) ! "a(a)a a() the U.5.
I( &??&, #i22a Hut a)e o(e of its ost historic )e/iveries % % to $ussia( #resi)e(t
Boris 4e/tsi( a() his supporters, ;ho prevai/e) over a( attepte) po/itica/ coup.
he( foo) supp/ies );i()/e) i( the $ussia( #ar/iae(t Bui/)i(', 4e/tsi( ca//e)
#i22a Hut )e/iver!.
#i22a Hut uses ore tha( >> i//io( pou()s of peppero(i per !ear. If !ou /a! those
peppero(i s/ices si)e ! si)e, the! ;ou/) create a paths that ;ou/) stretch arou() the
;or/) t;ice a() 'o to the oo(
Mi,,i$(-T$ '" !*" $l#, f$i!" ",!%(!
'(#,
Pizza Hut Mission Stateent
To e the favorite pi22a restaura(t ra() i( ever! cou(tr!.
T!eir Va"ue
Ma
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ItJs aout 4ou
ItJs aout "ustoers
ItJs aout Tea
Their -os ;i// e the est i( the ;or/) for peop/e ;ho are coitte) to Dua/ities
foo)s a() satisf!i(' custoers etter tha( a(! o(e ;i//.
SERVICE PRINCIPLE%
&. Ep/o!ees are our secret i('re)ie(ts.
*. Sho; !ou, ".A.$.E.
. Sa! K4esJ to custoers.
3. Satisf!, capa/e teas create satisfie) custoers.
7. Satisfie) custoers create profits a() 'ro;th.
PRO$LEM SOLVIN& PRINCIPLES%
% Never ar'ue ;ith the custoers
% Never /ae other tea eers
% So/ve the pro/e efore it ecoes a cop/ai(t
% Never /et the custoers /eave u(happ!
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PROMOTION ASPECTS
8ALUE MEALS BY PIA HUT
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A(! Me)iu #a(OFreshi22a #i22a VGar/ic Brea) of !our choiceC V* '/asses of #epsi
$s *@> =e'CO $s *?7 No(% =e'C
A(! Me)iu Freshi22a #i22a V A(! Sa/a) V * Soups Q
$s *?7 =e'CO $s 3> No( =e'C
+r Leo(a)eOIce) Tea.
A Me)iu #a(OFreshi22a pi22a V A(! #erso(a/ #a( #i22a V & #/ate of Gar/ic Brea)
V & portio( of #otato e)'es V 3 '/assesQ of #epsi
$s 3@> =e'CO $s 3?7 No(% =e'C
Q "hoice of Leo(a)eOIce) Tea.
Q Taxes extra. "a((ot e coi(e) ;ith a(! other offer. =a/i) o(/! i( )i(e%i(.
#AN 3 ALL MENU
=e'etaria(
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&. =e''ie B/ast % +(io(, Toato, "apsicu
*. #a(eer 0o #!a2a % #a(eer, +(io(, Gr. chi//ies
. #apriOT ANALYSIS
-- S!"()!*,
&. Goo) ua/it! Foo) H!'ie(eC.
*. Bra() Nae.
. i)e Area "overa'e.
3. Foo) ;orth its price.
7. Goo) Service.
-- >"9(",,",
&. #ar
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*. Sitti(' area shou/) e roa)er.
. E(viro(e(t shou/) e ore attractive.
3. Attractive )ea/s shou/) e i(tro)uce).
-- T*"!,
&. "opetitors /i
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CHAPTER-
ANALYSIS AND INTERPRETATION
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ANALYSIS AND INTERPRETATION
1=6H$
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2=6>*i;* Pl;", .$% ")%ll. i,i!, f$ "!i() f$$#
&. Hote/s 1
$estaura(ts
7?P
*. Fast foo) -u(ctio(s
7P
. Loca/ 0haas 1
Foo) =e()ors
8P
TABLE NO= 3=2
0%
10%
20%
30%
40%
50%
60%
1st
Qtr
HOTELS AND
RESTAURANTS
FAST FOOD
JUNCTIONS
LOCAL
DHAAS !
FOOD
"ENDORS
GRAPH NO=3=2
I(!"+"!!i$(:- Accor)i(' to surve!, 7? P peop/e 'oi(' for eati(' at hote/s 1
restaura(ts, 7 P peop/e are 'oi(' for eati(' at fast foo) -u(ctio(s 1 8 P peop/e
'oi(' for eati(' at /oca/ )haas 1 foo) ve()ors. Fro this, o(e thi(' is sure that,
a)ava)is are eati(' Dua/it! foo), 1 pi22a hut a/so serves Dua/it! foo).
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3= HO> MANY TIME YOU COME AT PIA HUT
&. First Tie &3P
*. +(ce i( a o(th ?P
. T;ice i( a o(th &8P
3. +(ce i( a ee< >P
7. T;ice i( a ee< >P
8. +ther &P
TABLE NO= 3=3
0%
5%
10%
15%
20%
25%
30%
35%
40%
1st
Qtr
1ST TIME
ONCE IN
MONTH
TWICE IN
MONTH
ONCE IN WEEK
TWICE IN
WEEK
OTHER
GRAPH NO= 3=3
I(!"+"!!i$(:-
Accor)i(' to surve!, &3 P peop/e cae at pi22a hut first tie, ?P peop/e coe at
pi22a hut o(ce i( a o(th, &8 P peop/e coe at pi22a hut t;ice i( a o(th, > P
peop/e coe at pi22a hut o(ce i( a ;ee< 1 t;ice i( a ;ee
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= A" .$% ,!i,fi"# i!* !*" +9i() f;ili!. ! +i@@ *%!
&.4ES @>P
*.N+ *>P
TABLE NO= 3=
0%
10%
20%
30%
40%
50%
60%
#0%
$0%
LE"EL O
SATISFACTION
ES
NO
GRAPH NO= 3=
I(!"+"!!i$(:-
Accor)i(' to surve!, @> P peop/e are ver! uch happ! ;ith the par
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5= A" .$% ,!i,fi"# i!* !*" ",+$(," !i
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= >*i;* !.+" $f +i@@, .$% " ")%ll. "!i() ! +i@@ *%!
&.#AN 3P
*.F$ESHI66A
*&P
.B+TH *P
TABLE NO= 3=
0%
10%
20%
30%
40%
50%
&AN
FRESHI'A
OTH
GRAPH NO= 3=
I(!"+"!!i$(:-
Accor)i(' to surve!, 3 P peop/e /oves to eat pa( pi22a of pi22a hut, *& P peop/e
/oves freshi22a of pi22a hut 1 * P peop/e /oves to eat oth the pi22as of pi22a hut.
So ost of the peop/e /oves pa( pi22a of pi22a hut. So if pi22a hut is thi(
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4= H" .$% $#""# f$ A++"!i@", & B"")",
&.4ES 8P
*.N+ P
TABLE NO= 3=4
0%
10%
20%
30%
40%
50%
60%
#0%
1st Qtr
ES
NO
GRAPH NO= 3=4
I(!"+"!!i$(:-
e ha) surve!e) &>> peop/e. +ut of the 8P peop/e sa!s that the! ha) or)ere)
appeti2ers a() evera'es, ;hi/e reai(i(' P peop/e sa!s that the! )i) (ot or)ere)
for appeti2ers a() evera'es. This Duestio( )irect/! (ot he/p us to fi() the custoer
satisfactio(, ut if the custoer is )issatisfie) ;ith foo) a() Dua/it! tha( ;e ca( sa!
that )ue to this a! the! fi// )issatisfactio(.
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= A" .$% ,!i,fi"# i!* !*" !,!"/ %li!. & %(!i!. $f !*" f$$# ,""# ! +i@@
*%!
&.4ES ?P
*.N+ P
TABLE NO= 3=
0%
10%
20%
30%
40%
50%
60%
#0%$0%
(0%
100%
ES
NO
GRAPH NO= 3=
I(!"+"!!i$(:-
e ha) surve!e) &>> peop/e out of ;hich ?P peop/e sa!s that the! are satisfie)
;ith the test, Dua/it! 1 Dua(tit! of the foo), ;hi/e P peop/e sa!s that the! are (ot
satisfie) ;ith the test, Dua/it! 1 Dua(tit! of the foo).
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= H$ #$ .$% fi(# !*" +i;" $f !*" f$$# ! +i@@ *%!
&.L+ >P
*.#E$FE"T *@ P
.HIGH 7*P
3.=E$4 HIGH *>P
TABLE NO= 3=
0%
10%
20%
30%
40%
50%
60%
1st
Qtr
LOW
&ERFECT
HI)H
"ER HI)H
GRAPH NO= 3=
I(!"+"!!i$(:-
e ha) surve!e) &>> peop/e out of the (o(e of the sa!s that the! fee/ the price
var! /a;, *@P peop/e sa!s that that the prices are perfect a() the! ca( affor) it, ;hi/e
7*P peop/e sa!s that the! the prices are hi'h a() *>P peop/e sa!s that the prices are
ver! hi'h. This sho;s that ;hat peop/e fee/ aout price a() this a! a/so e o(e of
the reaso(s for the )issatisfactio( of the peop/e.
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10= D$ .$% li9" !*" #i(i() $$< #";$!i$( & !'l" ,"!!i() ! +i@@ *%!
&.4ES @?P
*.N+ &&P
TABLE NO= 3=10
0%
10%
20%
30%40%
50%
60%
#0%
$0%
(0%
1st Qtr
ES
NO
GRAPH NO= 3=10
I(!"+"!!i$(:-
e ha) surve!e) &>> peop/e. +ut of the @?P peop/e sa!s that the! /i
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11= H" .$% "" %,"# !*" *$> peop/e out of the 3P peop/e sa!s that the! ha) use) hoe
)e/iver! a() ta uses hoe )e/iver!
a() ta
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12= >$%l# .$% li9" !$ ;$
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CHAPTER-5
SUGGESTIONS
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SUGGESTIONS
&. #i22a Hut shou/) i(crease their a)vertisee(ts i( a// e)ia.
*. #ar
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CHAPTER-
CONCLUSION
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CONCLUSION
&. #i22a Hut is a cop/ete fai/! restaura(t i( a rea/ se(se. It tries to provi)e
custoers ;ith fu// satisfactio(.
*. #i22a Hut offers its service i( a(! cou(tries offeri(' ;i)e ra('e of #i22as a()
other foo) ites ! tr!i(' to fit i( the ar.
8. Fro our surve! ;e coe to
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R"f""(;",
1= B$$9,
Mar>& Bhattachar!a, 9#i22a Hut sprea) reach:, F$'$%'E5#,
*>>&9First ve'etaria( #i22a Hut out/et: % Fi(a(cia/ Express, &???
3= >"',i!",
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ANNE?URES
K%",!i$((i"
1= H$
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4= H" .$% $#""# f$ A++"!i,", & B"")",
X Y 4es X Y No
= A" .$% ,!i,fi"# i!* T,!"/ K%li!. & K%(!i!. $f !*" F$$# ,""# ! Pi@@
H%!
X Y 4es X Y No
If No, The( h! Z
= H$ #$ .$% fi(# !*" Pi;", $f !*" F$$# ! Pi@@ H%!
X Y Lo; X Y #erfect X Y Hi'h X Y =er! Hi'h
10= D$ .$% li9" !*" Di(i() R$$< D";$!i$( & T'l" S"!!i(), ! Pi@@ H%!
X Y 4es X Y No
If No, The( h! Z
11= H" .$% "" %,"# !*" H$$%l# .$% li9" !$ ;$
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