Pizza Hut

A project reporton

Pizza Hut

And project work entitled asA study of

Customer Satisfaction Levelof Pizza Hut in Jaipur

 Prepared and presented toProf. Sachin Gaur

Faculty member,IIPM,Jaipur

Presented by:Nitesh agrawal Shashank agarwalSamreen farookiePriya goyal

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 heart’s 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.

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.

• 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.

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

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

• 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.

Analysis of the Survey

1. How many times you go outside for eating food?

1. Once in a Month 19%2. Twice in a Month 21%3. Once in a Week 33%4. Twice in a Week 16%5. Other 11%

Once in aMonthTwice in aMonthOnce in aWeekTwice in aWeekOther

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

2. Which Places you regularly visits for eating food?

1. Hotels & Restaurants

59%

2. Fast food junctions

35%

3. Local Dhabas & Food Vendors

6%

Hotels &Restaurants

Fast FoodJunctions

Local Dhabas& FoodVendors

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

3. How Many time you come at pizza hut?

1. First Time 14%2. Once in a month 39%3. Twice in a month 16%4. Once in a Week 0%5. Twice in a Week 0%6. Other 31%

First Visit

Once in aMonthTwice in aMonthOnce in aWeekTwice in aWeekOther

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

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

1. Yes 80%

2. No 20%YesNo

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

5. Are you satisfied with the response time of pizza hut people?

1. Yes 96%2. No 4%

YesNo

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

6. Which type of pizzas you are regularly eating at pizza hut?A.

1. Pan 47%2. Freshizza 21%3. Both 32%

PanFreshizzaBoth

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

6 B.

1. Veg. 87%2. Non – Veg. 6%3. Both 7%

VegNon-VegBoth

Almost 90% people prefer having veg pizzas.  

7. Have you ordered for Appetizers & Beverages?

1. Yes 63%2. No 37%

YesNo

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

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

1. Yes 97%2. No 3%

YesNo

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

at pizza hut.  

9. How do you find the price of the food at pizza hut?

1. Low 0%2. Perfact 28%3. High 52%4. Very High 20%

LowPerfactHighVery High

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

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

1. Yes 89%2. No 11%

YesNo

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

11. 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 71%3. Poor 1%4. Very Poor 0%

Very GoodGoodPoorVery poor

Inference:The people are satisfied with the cleanliness of dining room, dining table,

wash room etc. of the pizza hut. 

12. Have you ever used the home delivery or take away services of pizza hut?

1. Yes 47%2. No 53%

YesNo

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

13. Do you like the packaging of the order by pizza hut?

1. Yes 96%2. No 4%

YesNo

 Inference:

Maximum people like the packaging 

16. Would you like to come again at pizza hut?

1. Yes 91%2. No 9%

YesNo

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

18. Age group

1. Below 18 9%2. 19 to 25 64%3. 26 to 35 19%4. 35 & Above 8%

Below 1819 to 2526 to 3536 & Above

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

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.

Conclusion

Pizza Hut is a complete family restaurant. People are highly satisfied with the services and quality

of the food served at Pizza Hut. People of Jaipur likes 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 feels that prices of Pizza Hut is high.

RECOMMENDATIONS

Increase advertisements in all media. Open more branches in Jaipur particularly near by

Business areas and students residential areas. Pizza Hut should introduce hot line number. Do some social welfare for society. Try to include low calorie Pizzas in the menu. Try to reduce the price with the same quality & quantity. Try to include students menu which starts with affordable

price.