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MARKETING OF SERVICES PROJECT
TOPIC: Survey of customer expectations, services offered and customer satisfaction across Domino’s and Pizza Hut in Gurgaon .
Presented By:SricharanSahilPrem SharmaHoneyRajatPrithmeshRavi Saurabh Atha
INTRODUCTION
PIZZA HUT
Founded in 1958 by Dan and Frank Carney.
World’s largest casual dining restaurant chain with over 12,500 restaurants across 91 countries including India.
It has 147 stores across 34 cities in India.
Its first launch was in Bangalore in June 1996 and was the first international restaurant chain to enter this category.
Founded in 1960 by Tom Monaghan.
Second-largest Pizza chain in the United States.
About 8,500 corporate and franchised stores in 55 countries.
Domino's Pizza outlet in India opened in 1996.
Close to 274 outlets in 55 cities of India.
70 percent of its revenue comes from home delivery service & around 30 percent is over-the-counter sales.
DOMINO’S
OBJECTIVES
To survey the customer expectations, services offered and customer satisfaction across Domino’s and Pizza Hut.
To determine the frequency of visits of customers to their favorite pizza joint.
To determine the number one reason for customers eating at their favorite pizza joint.
To compare the customer preferences on the basis of different parameters
To determine the most preferred pizza joint for home delivery.
Research Methodology
Research Design:
Research Type – Descriptive Research Population- Customers going to Dominos as well as Pizza
Hut. Sample Frame- Different age group people and earning
capacity. Sampling Method – Convenience Sampling Method Data collection method: Collection of primary data through
field research. Method Used to collect sample- Structured Questionnaire
Method. Sample Size- 20 (Total)
SAMPLE BIFURCATION
Stud
ents
Execu
tive
0
2
4
6
8
10
12
1412
8
INTERPRETATION OF QUESTIONARIE
1. How often do you visit your favourite pizza joint?
1 to 3 times a week Once in 2 weeks Once a month
OBJECTIVE: To find out the frequency at which people visit their preferred pizza joints.
• Most of the respondents visit pizza joints once a month.
4
7
Students
1 to 3 times1 in 2 weeks1 in a month
1
2
5
Executives
1 to 3 times1 in 2 weeks1 in a month
2. Which among the following is the number one reason for your eating out at your preferred joint?
To have a quick snack To have a meal To hang out with friends/colleagues Special occasions To eat out with family
OBJECTIVE: To find out what is the core reason why people visit the pizza joints
• Pizza joints are seen more as a place to hang out. • Students prefer going to pizza joints for hanging out and for quick meal.
2
3
5
Students
To have a quick snackTo have a mealTo hang out withSpecial OccasionTo eat out with family
1
1
3
1
1
Executives
To have a quick snackTo have a mealTo hang out withSpecial OccasionTo eat out with family
3. What according to you is the number one reason for choosing a pizza joint?
Quality of food Ambience Value for Money Experience Quantity
• OBJECTIVE: To find out what is the most important reason why people visit a particular pizza joint.
• Quality of food is the most important parameter for a person to chose a pizza joint.
• Students realise a greater value for money.• Value of experience better understood by executives.
7
2
1
2
Students
Quality of food AmbienceValue for Money Experience
2
113
1
Executives
Quality of food AmbienceValue for Money Experience
4. Which of the following outlets do you prefer for home delivery?
Pizza Hut
Dominos
• OBJECTIVE: To find out which pizza joint is most preferred by people for home delivery
• Maximum number of people prefer Dominos for delivery as compared to any other pizza joint (which also happens to be their core-competence)
Pizz
a Hut
Domin
os02468
1012
2
10
5 3
StudentExecutive
5. Would you choose a different outlet for delivery and eating out?
Yes No Maybe
• OBJECTIVE: To find out brand loyalty of pizza joints based on two different business models.
• Students keep trying new outlets.
5
34
Student
YesNoMaybe 44
Executive
YesNoMaybe
6. What according to you would be the number one reason to change your preferred outlet ?
Quality of food Ambience Value for Money Experience Quantity
OBJECTIVE: To find out the main reasons why a customer would like to change his/her most preferred pizza joint
•Most of the people would want to go to a different pizza joint for quality of food.•People give a lot of importance to value for money as well besides quality of food.
3
25
11
Student
Quality of food
Ambience
Value for Money
Experience
Offer Packages
1
3
2
2
1
Executives
Quality of food AmbienceValue for Money Experience
LIMITATIONS
Sample size insufficient for concrete analysis.
Found it difficult to conduct survey in restaurant premises.
Some respondents have been very loyal to only one of the brand.
FINDINGS/CONCLUSION
• Dominos should invest in ambience of their stores.• Dominos should come up with new menu in order
to beat Pizza Hut.• Pizza Hut though leading should improve on the
portions of the food that is being offered to its customers.
• Pizza Hut should focus actively on the delivery part through their PHD chain.
• Dominos should come up with the option for organizing b’day party & corporate lunches.
THANK YOU