CUSTOMER SATISFACTION

OF PIZZA HUT

Priya Vijayran

04961201712

BBA VIth Semester

Major Project

OBJECTIVE OF STUDY

o To study how direct marketing is done by PIZZA

HUT, to substantiate its effort to strengthen its direct

marketing.

o To study about PIZZA HUT as a brand in India.

o To know about the long and successful history of

PIZZA HUT.

o To study the working and functioning of PIZZA HUT in

India and the world.

o To study the taste and preferences of customers of

PIZZA HUT.

o To study PIZZA HUT’S and competitor’s strategies.

o To give recommendations and suggestions thereof.

RESEARCH METHODOLOGY

Data Collection

o Primary Source –

Retailers

Consumers

Distributors

o Secondary Source –

Websites

Magazines And Newspapers

Sampling Methodology

o Sample Size- 100

o Sample Unit- People From New Delhi Have Been Taken As Sample Unit.

o Sampling Technique - Convenience Sampling Technique.

o Sampling Area – New Delhi

Method Of Data Collection

o Questionnaire

Statistical And Presentations Tools Used

o Pie Diagram

DATA COLLECTION

AND

DATA ANALYSIS

1.CONSUMER PREFERNCE ON FAST FOODS

People prefer pizzas to burgers, hotdog, sandwich or any other

fast food.

Market for pizzas is growing, so there would be tougher

competition.

Great opportunity for pizza hut to capture the growing market.

PIZZAS60%

BURGERS20%

HOT DOG14%

ANY OTHER6%

PIZZAS

BURGERS

HOT DOG

ANY OTHER

2.BRAND AWARENESS

Pizza hut is a very well known brand.

Domino’s is a good competitor.

Pizza hut has to take care of other growing brands too. It

has to maintain that recognition.

YES30%

NO50%

CANT SAY20%

YES NO CANT SAY

3.BEST AMBIENCE AND HOSPITALITY

As far as the ambience and hospitality is concerned, pizza hut

and domino’s both take the lead.

Only 20% of the people prefer pizza corner.

PIZZA HUT40%

DOMINO'S40%

PIZZA CORNER

20%PIZZA HUT

DOMINO'S

PIZZA CORNER

4.BEST ON- TIME DELIVERY

Domino’s has a better stand where on time delivery is

concerned.

Pizza hut should work hard on its delivery.

PIZZA HUT40%

DOMINO'S50%

PIZZA CORNER

10%PIZZA HUT

DOMINO'S

PIZZA CORNER

5. BEST AMBIENCE AND HOSPITALITY

As far as the ambience and hospitality is concerned, pizza hut

and domino’s both take the lead.

Only 20% of the people prefer pizza corner.

PIZZA HUT40%

DOMINO'S40%

PIZZA CORNER

20% PIZZA HUT

DOMINO'S

PIZZA CORNER

6. BEST ON-TIME DELIVERY

Domino’s has a better stand where on time delivery is concerned.

Pizza hut should work hard on its delivery.

PIZZA HUT40%

DOMINO'S50%

PIZZA CORNER

10%

PIZZA HUT

DOMINO'S

PIZZA CORNER

7. BETTER AND ATTRACTIVE OFFERS

Pizza Hut should improve its offers, domino’s offers better deals

that gives it an edge over others.

Consumers would be inclined where they get more for less

price.

PIZZA HUT40%

DOMINO'S48%

PIZZA CORNER

12%PIZZA HUT

DOMINO'S

PIZZA CORNER

8. BETTER VARITIES AND RANGE

People prefer pizza Hut when it comes to offering more varieties

and ranges ( both veg and non veg).

Pizza hut should continue experimenting with its varities.

PIZZA HUT50%DOMINO'S

40%

PIZZA CORNER

10%

PIZZA HUT

DOMINO'S

PIZZA CORNER

9. VALUE FOR PRICE

Pizza Hut and Domino’s both have a tough competition in this

area.

Pizza Hut should make better strategies , to remain on the top.

PIZZA HUT40%

DOMINO'S40%

PIZZA CORNER

20% PIZZA HUT

DOMINO'S

PIZZA CORNER

10. BEST ATTIRE

Pizza Hut should try and design some trendy, funkier clothes as

dress code.

Many youngsters do notice this and relate to this.

PIZZA HUT40%

DOMINO'S50%

PIZZA CORNER

10%

PIZZA HUT

DOMINO'S

PIZZA CORNER

11. DO YOU HAVE TO WAIT FOR LONG

70% of the people say that they don’t have to wait for long. Only

10% people say that they have to wait.

yes, sometimes

10%

no, never70%

sometimes20% yes, sometimes

no, never

sometimes

12. VEG OR NON VEG PIZZA

Most of the people find the non veg pizza’s better than the veg

one’s. only 20% people like both veg and non veg pizza’s

equally.

veg30%

non veg50%

both20%

veg non veg both

13. DÉCOR OF PIZZA HUT

Most of the people find the décor of pizza hut good.

Pizza hut should try and improve it.

DECOR OF PIZZA HUT

beautiful

70%

average

24%

poor

6%

beautiful

average

poor

14. ATTENDED ANY PARTY OF PIZZA HUT

Less than half of the people have attended pizza hut’s parties.

Pizza hut should try and make them more happening and

popular.

yes40%

no60%

yes no

15. HOW DO YOU FIND IT

Pizza hut does not really have a very good image for parties. It

should try and improve it a bit.

EXCELLENT30%

AVERAGE60%

BORING10%

EXCELLENT

AVERAGE

BORING

16.RATING PIZZA HUT

Only 30% of the people rate pizza hut as really good. Most of the

people don’t rate it too high.

BELOW 510%

BETWEEN 5 AND 860%

ABOVE 830%

BELOW 5

BETWEEN 5 AND 8

ABOVE 8

FINDINGS AND CONCLUSION

Market for pizza is growing tremendously. Though pizza

hut owns a good share but it faces extremely tough

competition from domino’s.

Pizza hut should consider making food varities that are

more healthy from the nutrition point of view.

Pizza hut and domino’s both are equally preferred.

Pizza hut is a very well known brand.

SUGGESTIONS

Pizza hut should improve on developing products for

all age groups instead of concentrating on only

young crowd.

Pizza hut should also concentrate on areas like

appetizers. Domino’s leads in this segment.

They should improve on its delivery and

promotional tactics. Domino’s is doing good in this

area too.

They should use more well known celebrities as

brand ambassadors, who can relate well with the

middle class.

THANK

YOU