Consumer Perspective About Quality Service Provided by Pizza Hut and Dominos Essay Example

coffee shops and juice bars in India. Consumers will be feeling the impact of the crisis far more over the coming months and will have to adjust their daily habits and attitudes accordingly. There are already clear signs pointing in this direction, which are not necessarily detrimental to food retail. In times of economic crisis, the cocooning effect tends to emerge and this involves consumers focusing increasingly on activities within their own homes.

Although only around half of consumers will actually be affected by the crisis, the situation will have a major impact on food retail. The various sectors, industries and retail will all be affected by the economic crisis to varying degrees. There will be losers, but also winners in this downturn. The 6000 corer fast food retail industry is mainly dominated by the multinational players and the key players which are active in the research of the food retailing include Pizza hut and Dominos.

Introduction to Pizza Hut

Pizza Hut is one of the flagship brands of Yum! Brands,Inc. , which also has KFC, Taco Bell, A&W and Long John Silver’s under its umbrella. Pizza Hut is the world’s largest pizza chain with over 12,500 restaurants across 91countries. In India, Pizza Hut has 137 restaurants across 36 cities, including Delhi, Mumbai, Bangalore, Chennai, Kolkata, Hyderabad, Pune, and Chandigarh amongst other is in the process of opening Pizza Hut restaurants at many more locations to service a larger customer base across the country. Introduction to Dominos

Domino's vision is focused on “Exceptional people on a mission to be the best pizza delivery company in the world! ". Domino's is committed

to bringing fun and excitement to the lives of our customers by delivering delicious pizzas to their doorstep in 30 minutes or less, and all its strategies are aimed at fulfilling this commitment towards its large & ever growing customer base. Domino’s constantly strives to develop products that suit the tastes of its customers, thereby bringing out the Wow effect (the feel good factor). Domino's believes strongly in the strategy of 'Think local and act regional’.

Thus, time and again Domino's has been innovating toppings suitable to the taste buds of the local populace and the Indian market has very well accepted these. Domino's Pizza started life as Domi Nick's in 1960 founded by two brothers Tom and James Monaghan from Michigan. Within 8 months, James sold his share in the company to his brother, leaving Tom the sole owner of the pizza outlet. After 38 years as the head and owner of Domino's, co-founder Tom Monaghan decided to hand over the reins to another company, Bain Capital, selling his 93% share of the firm for a whopping $1 billion in 1998.

The first UK Domino's Pizza store was opened in 1985, with the first outlet opening its doors in 1991. Domino's Pizza is now the second largest home pizza delivery company in America and has a global presence with 9,000 corporate and franchise outlets operating across 60 different international markets employing 145,000 employees worldwide. Domino’s Pizza India Limited is a Pizza Retail company spread across India across 85 Locations in 22 Cities. Their Sales Model is Take away and deliveries, deliveries accounting for about 70% of their business.

Hence their main

focus in to acquire and retain and increase the value of their customers. Domino’s Pizza India Limited is a Pizza Retail company spread across India across 85 Locations in 22 Cities. Their Sales Model is Take away and deliveries, deliveries accounting for about 70% of their business. Hence their main focus in to acquire and retain and increase the value of their customers. It holds the complete Customer Information including the transaction history.

Grouping the customers based on User Specified Criteria to facilitate campaigns on the selected groups. The Campaign Management module is used for planning, executing and analysing campaigns results. Apart from this, the solution would also provide detailed analysis of Sales trends and customer behaviour over parameters such has time, Hours of day, Customer Segment, Order value, order frequency etc.

INTRODUCTION TO THE SPECIFIC AREA OF TOPIC

This Project has been titled “Comparative study on consumer perspective about quality service offered by PIZZA HUT Vs. DOMINOS” It is been noticed that there is shift of customer from Dominos to Pizza hut and there is increase in number of customer at Pizza hut and also there is drastic change in areas of customer satisfaction, approach and the customer retention which is only because of the quality service that they are getting from the respective outlets. The study would help the hospitality based industries to plan and to build the strong, sound and rigid strategies to make the loyal customer and their satisfaction and retention.

The habit of consumer changing from one brand to another brand due to many reason like Quality of service, Price, Accessibility, Value for money

and Speed with service. By comparing Number of transaction that happened at Pizza hut and Dominos from 2006 to 2011. This is found that there is decreasing in Pizza hut Transaction by every Year. This topic of study is based on the SOP and the Standard that the company following to win back their customer again and again.

Pizza Huts worldwide sales were approximately $10 billion. Pizza Hut service more than 1. million pizzas every day to approximately 5 million customers worldwide. Pizza Hut owns and operates more than half of its restaurant and delivery units making Pizza Hut, Inc. the largest company-owned restaurant chain in the world.

The highest volume Pizza Hut restaurant in the world is in Moscow followed b stores located in France, Hong Kong, Finland and the U. K.  Outside the US the country with the most Pizza Hut units is Australia (405) followed by Canada (354) and the U. K.  Pizza Hut delivery drivers range in age from 18 to 80 miles, and average 50 miles per driver per day to deliver Pizza Hut products. The mode of transportation varies from country to country with motor scooters the most common mode in Western Europe, the U. K. And the Asia Pacific Countries.  Pizza Hut uses 2. 5 percept of all the milk produced in the US every year for cheese. That cheese production requires a herd of 250,000 dairy cows producing at full capacity 365 days a year.

Pizza Hut uses more than 50 million pounds of wheat representing the annual yield from nearly 400,000 acres of wheat.  Pizza Hut uses more than 400 million pounds of

tomatoes each year and 50 million pounds of pepperoni. Approximately 50 % of all Pizza Hut units outside the US are full service restaurant. About 35 to 40 % are delivery carry out units, and 10 t0 15 % are express units or slide “windows”.

Post Campaign Analysis Reports and Analysis Customer Management at Dominos Information from the POS in brought in by Batch Data Import and data such as Last order date, Total order value, Order Frequency, Average ticket value are calculated after batch update is done. This is used to classify the customer based on customer inactivity, order value etc. to run Campaign to get further business from the customer. Response of Management at Dominos The responses for all the above communication channels are captured in the POS and are then imported into the Sales logic system. The responses are recorded as Orders booked against the campaign.

Only a delivered order is considered as a response to a campaign. Sales logic however provides the functionality to capture other forms of response and can be used at a later stage as and when the requirement arises. The response is captured in order to perform effective post campaign analysis. Dominos in India Domino’s was incorporated in New Delhi on March 16th1995 as a private company under the name Dominos India Private Ltd. Domino's Pizza India has remained focused on delivering great tasting Pizzas and sides, superior quality, exceptional customer service and value for money offerings. Domino’s Pizza

India has a network of around 300outlets, in 65 cities, in 22 states and union territories (as on 31st Jan 2010) According to the India

Retail Report 2009; it is the largest Pizza chain in India and the fastest growing multinational fast food chain. Vision "Exceptional people on a mission to be the best pizza delivery company in the world! ” Domino's is committed to bringing fun, happiness and convenience to the lives of our consumers by delivering delicious pizzas to their doorstep in 30 minutes or less ,and its efforts are aimed at fulfilling this commitment towards its large and ever-growing customer base.

Today, Domino’s occupies 65% market share in the home delivery segment. Mission “Exceptional franchisees and team members on a mission to be the best pizza delivery company in the world. ” Itimplements this mission statement by following business strategy:

• Puts franchisees and Company-owned stores at the foundation all thinking and decisions;
• Emphasizes ability to select, develop and retain exceptional team members and franchisees;
• Provides a strong infrastructure to support stores.

This study under the head “Comparative study on Quality service offered by Pizza Hut vs. Dominos” has been undertaken to measure the satisfaction level of customers regarding the products and the services provided by the respective organization. Sources of data collected from Primary data and Secondary data. Sample Size taken 100. Technique of analysis was chi square. The type of study used is Descriptive Study. Sample technique is Convenience Sampling. The topic mainly focuses on the quality of service offered by both the company and the result of which the company got more popular day by day.

This Dissertation report provides extensive research and rational analysis on the Indian fast food industry and tracks the changing dynamics

of the market and demand. It features market performance, key related sectors and competitive landscape of the market. The research study looks into the market condition and future forecasts, and outlines current trends and analysis. It has been made to help clients in analysing the opportunities, challenges and Drivers vital to the growth of fast food industry in India.

For the purpose of this report, Fast Food Industry includes fast food restaurants, teahouses, coffee shops and juice bars in India. Consumers will be feeling the impact of the crisis far more over the coming months and will have to adjust their daily habits and attitudes accordingly. From the study researcher inferred that the customers who are visiting at Dominos are highly satisfied with its products and services than the Pizza Hut. The environment of the store & variety of products at Pizza Hut and Dominos makes difference in mind of visitor.

This Out let have a tremendous potential where it can improve its revenue drastically by concentrating on its existing customer base. Thus this project topic is mainly tells about the policy and the standard that the Pizza Hut and Dominos uses to serve the customer daily bases in the Dine In as well as Home Delivery service. This topic will make someone to understand the comparative study of service quality offered by these both company

Introduction to literature review and Research Design

This research is based on compassion of the quality service offered by Pizza Hut and dominos. This research is based to test the quality of service and comparison between two Pizza outlets jointly, with seeking the factor

with the GAP. With this study, we wanted to demonstrate the easiness of use of SERVQUAL instrument in the case of the Quality, showing that the questionnaires can easily be reproduced and adapted to any services organization. Therefore the present model in order to be applied in this kind of organization needs future and profound refinements. The research conducted for this Dissertation study is descriptive type. The data collection was done through questionnaire and the secondary Data available.

Making right design and the planning for the report is essential for every project reports which will make the reports original, meaningful and the informational. The research design must be simple so that the researcher can complete the report in time with full of information.

A consumer’s perception of quality levels has long been a focus for marketing literature research. For example, the consumer’s judgement concerning an entity’s overall level of excellence or superiority has been used as a measurement of perceived quality. Objective measures of quality, measured by elements such as the “conformance to requirements” or “freedom from deficiencies” have been defined as the basis for quality assessment. However, these objective measures are difficult to translate into methods for assessing service (as opposed to product) quality.

This difficulty led to the development of Seroquel, intended to assess user perceptions of quality in a service environment from the methodological point of view: Respondents fatigue at having to rate all service attributes twice. They also tend to rate most dimensions as being highly important, since they are unable to distinguish between aspects that are very and extremely important Respondents may interpret expectation importance questions in

different ways. Parasuraman, Zeithaml and Berry (1988) “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. ” Journal of Retailing developed the original 22 item SERVQUAL scale with questions intended to assess five specific dimensions (tangibles, reliability, responsiveness, assurance, and empathy).

Parasuraman in 1985 identify the 10 core components of service quality as reliability (consistent performance and dependability), responsiveness (willingness/readiness to serve), competence (possessing knowledge and skills), access (approachability and ease of contact), courtesy (politeness, consideration and friendliness of staff), communication (updating and listening to customers), credibility (trustworthy and reputable, with customer interests at heart), security (freedom from danger and risk), customer knowledge (Understanding needs and personalized attention), as well as tangibles (facilities and physical features).

The SERVQUAL instrument utilizes a “gap (or difference) [Carman, James M. (1990) “Consumer Perceptions of Service Quality score”] analysis methodology, wherein the user’s expectations for service quality are assessed at the same time as the user’s perception of the actual system performance. The difference between these two scores (performance minus expectation) is used as the basis of analysis. At least two studies have found evidence that SERVQUAL represents a one-dimensional model.