A Project on

“TO STUDY THE CONSUMER SATISFACTION TOWARDS PIZZA

HUT WITH SPECIAL REFERENCE TO KHARGHAR”

A Project submitted to
University of Mumbai for partial completion of the degree of
Bachelor of Management Studies
Under the faculty of commerce
By
ABHISHEK SHRIPAL VERMA

Under the Guidance of

Dr. Payal Sanan

KLE Society’s Science

& Commerce College

Plot No. 29, Sector 1,

Kalamboli,

 Navi Mumbai -410218 (Maharashtra)

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 DECLARATION BY LEARNER

I the undersigned MR. ABHISHEK SHRIPAL VERMA here by, declare that the work
embodied in this project work titled “TO STUDY THE CONSUMER
SATISFACTION TOWARDS PIZZA HUT WITH SPECIAL REFERENCE TO
KHARGHAR”, forms my own contribution to the research work carried out under
the guidance of Dr. Payal Sanan is a result of my own research work and has not
been previously submitted to any other university for any other Degree / Diploma to
this or any other university.
Wherever reference has been made to previous work of others , it has been clearly
indicated as such and included in the bibliography.
I, here by further declare that all information of this document has been obtained and
presented in accordance with academic rules and ethical conduct .

Place:

Date:

Student’s Signature
ABHISHEK SHRIPAL VERMA

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 TABLE OF CONTENT

PAGE
SR.NO PARTICULARS
NO.
1 CHAPTER 1:INTRODUCTION 5-35
1.1 INDUSTRY OVERVIEW

1.2 EMERGENCE

1.3 IMPACT
1.4 CURRENT SCENARIO OF FAST FOOD RESTAURANT INDUSTRY IN
INDIA
1.5 GROWTH DRIVER
1.6 CHALLENGES FOR THE INDUSTRY
1.7 PROBLEM OF THE INDUSTRY
1.8 HISTORY
1.9 CONCEPT
1.10 PRODUCT
1.11 ADVERTISING
1.12 COMPANY PROFILE
1.13 COMPETITORS
2 CHAPTER 2: RESEARCH METHODOLOGY 36-46
2.1 MEANING OF RESEARCH
2.2 OBJECTIVES
2.3 HYPOTHESIS
2.4 RESEARCH DESIGN
2.5 SORCES OF DATA COLLECTION
2.6 SCOPE OF THE STUDY
2.7 LIMITATIONS OF THE STUDY
2.8 CONSUMER SATISFACTION THROUGH FOUR P’S OF MARKETING
MIX
3 CHAPTER 3: LITERATURE REVIEW 47-50

4 CHAPTER 4: DATA ANALYSIS AND INTERPRETATION 51-63

5 CHAPTER 5: SUGGESTIONS AND CONCLUSION 64-66

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 5.1 SUGGESTION
5.2 CONCLUSION
5.3 FINDING
6 CHAPTER 6: BIBLOGRAPHY 67-69
6.1 QUESTIONNAIRE
6.2 REFERENCE

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 CHAPTER 1:INTRODUCTION

The foray of multinational fast food retailers into India has impacted the taste buds of Indian
consumers significantly. Instant food is scoring over traditional food due to influence of
Western countries, and rise in income & subsequent standard of living, convenience, etc. As a
result, fast food menus are gaining wider acceptance from the Indian consumers

The Indian fast Food Industry Dryer has witnessed high growth strides in the past years, with
increasing disposable income; exposure to a number of cuisines; and consumers’ willingness
to experiment a mix of both Western and local menu. It has not only provided convenience to
people who shuttle between home and work for a bigger part of the day but also eliminated
the requirement of conventional cutlery. This industry at the moment thrives on international
appeal endorsed by niche chains. The development of nutritious and healthier replacements
for the traditional servings at fast food restaurants has transformed into mass promotion of
portable foods.

Currently the Indian fast food industry is driven by a growing number of working
professionals and increasing westernization. Apart from this, busy life schedule, standardized
food, and less time consuming processes are also fuelling the demand from domestic
consumers in the industry. As demand for all types of fast food items are consistently on the
rise, pizza, burger, and French fries have become the all time favorite among young Indians,
more so with some of the well-known burger and pizza restaurants like McDonald’s,
Domino’s, KFC, Pizza Hut, Nirula’s etc, operating in India.

This project put emphasis on knowing customer satisfaction towards Pizza Hut. Project starts
with introduction of industry profile, its current scenario, major players and challenges.
Second chapter is about the company profile, its vision, mission, products etc. Third chapter
is about theoretical framework of customer satisfaction. Fourth chapter is about the design of
the study, its objective and research methodology. Last chapter is about the survey of
customer satisfaction of Pizza Hut restaurant. Findings and Suggestions were given on the
basis of survey conducted. Both primary and secondary data were used to do the project.

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Study showed that most of the customers are satisfied with product, service and price of Pizza
Hut and Pizza Hut is successful in satisfying the customer.

1.1 INDUSTRY OVERVIEW

Fast food (also known as Quick Service Restaurant or QSR within the industry itself) is the
term given to food that can be prepared and served very quickly. While any meal with low
preparation time can be considered to be fast food, typically the term refers to food sold in a
restaurant or store with preheated or precooked ingredients, and served to the customer in a
packaged form for take-out/take-away. The term "fast food" was recognized in a dictionary
by Merriam–Webster in 1951.

Outlets may be stands or kiosks, which may provide no shelter or seating, or fast food
restaurants (also known as quick service restaurants). Franchise operations which are part of
restaurant chains have standardized foodstuffs shipped to each restaurant from central
locations.

The capital requirements involved in opening up a non-franchised fast food restaurant are
relatively low. Restaurants with much higher sit-in ratios, where customers tend to sit and
have their orders brought to them in a seemingly more upscale atmosphere, may be known in
some areas as fast casual restaurants.

The concept of ready-cooked food for sale is closely connected with urban development. In
Ancient Rome cities had street stands that sold bread and wine. A fixture of East Asian cities
is the noodle shop. Flatbread and falafel are today ubiquitous in the Middle East. Popular
Indian fast food dishes include vada pav, panipuri and dahi vada. In the French-speaking
nations of West Africa, roadside stands in and around the larger cities continue to sell—as
they have done for generations—a range of ready-to-eat, char-grilled meat sticks known
locally as brochettes (not to be confused with the bread snack of the same name found in
Europe).

Quick food outside the home or workplace has become an essential part of lifestyle in India
over the past decade. McDonald’s, Pizza Hut, Domino’s Pizza, and Nirula’s fast food chains
have outlets in every nook and cranny of large cities. They efficiently serve burgers, fries,

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chicken nuggets, hot dogs, sandwiches and drinks to the busy person who doesn’t have more
than five minutes to spare for his meal. Fast food has also rapidly gained popularity among
the youth ever since its emergence. It is the youth’s idea of a quick and tasty lunch on-the-go.

Why fast food? It’s tasty, economical and only a drive-through or phone call away.

1.2 Emergence

The fast food culture emerged as early as the 19th century. During the Industrial Revolution,
a large workforce was required to work for 10 to 12 hours a day. With so much work to be
done, fast food was the idea of a quick and easy lunch.

In India, fast food culture emerged in the decades after independence, starting from the
1950’s. Eating at home used to be a significant aspect of Indian culture, so the change was
gradual. Over a period of time, with a growth in the number of nuclear families, economic
growth and increasing per capita income as well as globalization, fast food culture gained
prominence. Women were shifting from their conventional roles of managing the household
and taking care of the children. With growth in literacy, they started joining the workforce in
large numbers. Fast food became a time-saving alternative to cooking for them.

Similarly, children resorted to fast food to fill their stomachs in school and college. Their
exposure to global urban culture and Western cuisine accelerated their want for cheap and
delicious fast food.

Moreover, fast food costs less than traditional long meals commencing with appetizer and
concluding with dessert.

Nirula’s and Pizza Corner – India’s most popular domestic fast food chains – gained rapid
popularity during this period. Though the fast food culture originated abroad, these domestic
food chains could create a perfect blend of international food with Indian ingredients. Paneer
pizzas and aloo tikki burgers were indeed able to satisfy Indian taste buds.

With the liberalization of the economy in 1992, new multinational fast food giants started
dotting India with their outlets. Burger King, Wimpy’s, Pizza Hut, Domino’s Pizza,
McDonald’s, and KFC outlets can be seen today in nearly every shopping mall and other
public areas. In fact, these multinationals have given their domestic counterparts a run for
their money. They are growing at a much faster pace than the Indian chains.

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1.3 Impact

The emergence of the fast food industry has, to an extent, transformed urban food culture in
India.

It is common knowledge that too much fast food is bad for health and may lead to obesity.
An essential component of most fast food is fat – the kind of fat that in excess can lead to
artery clogging. In large quantities, fast food may lead to obesity as well as hypertension,
diabetes, high cholesterol and heart diseases. Even certain types of cancers have been
observed to spread due to lack of safety standards in some sectors of the fast food industry.

There are also several environmental problems associated with how fast food outlets process
and package their products. Food packaging is done using plastic, Styrofoam and other
synthetic products which are not biodegradable. In recent times, many fast food outlets have
switched to paper bags. Though paper is biodegradable, at the large quantities in which paper
waste is generated in India, currently paper is seen more as a pollutant. Metal and glassware
would be more favorable to serve food, but they destroy the whole purpose of consuming
food on-the-go. The need of the hour is a law or regulation that forces these outlets to recycle
the paper, plastic and foam they use everyday.

1.4 CURRENT SCENARIO OF FAST FOOD AND RESTAURANT INDUSTRY IN

INDIA:

Eating at home remains very much inbuilt in Indian culture and changes in eating habits are
very slow moving with barriers to eating out entrenched in certain sectors of Indian society.
The growth in nuclear families, particularly in urban India, exposure to global media and
Western cuisine and an increasing number of women joining the workforce have had an
impact on eating out trends. Which has lead us to a new era of eating- ‘fast food’

INDIAN consumers are increasingly spending large sums, eating out with family and friends
on weekends and holidays, churning up a huge appetite for the global quick service restaurant
(QSR) and casual dining restaurant (CDR) business.

Young and old Indians can be seen devouring billions of dollars worth of fast food at
shopping malls, multiplex complexes, metro stations, highway eateries and even in office

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blocks, as the ‘eating out’ culture spreads across urban India. Even Tier-2 and Tier-3 cities
are witnessing this gastronomic revolution, much to the delight of QSR and CDR majors.

The fast food, or QSR, format took off in India about 15 years ago with the arrival of
multinational players such as McDonalds, KFC, Domino’s Pizza and Pizza Hut. These
players initially had a tough time understanding the Indian consumer, as their home-market
models did not work well in India.

Over the last decade, though, many of these players have got their act together through a
better understanding of the Indian market in the form of Indianised menus, breakfast menus,
sit-and-eat formats and positioning their outlets as destinations for family outings.

Constantly experimenting with the tastes of consumers by mixing western and 'desi' menus,
fast food industry has seen a rapid growth in last few years. The Indian fast food market has
been witnessing rapid growth on the back of positive developments and presence of massive
investments. Currently, market growth is largely fuelled by the rising young population,
working women, hectic schedules, and increasing disposable income of the middle-class
households. Some of the unique properties of fast food like quick served, cost advantage, etc
are making it highly popular among the masses. Thus, India offers enormous opportunities
for both domestic as well as international players.

Indians had spent close to Rs 13,580 crore in 2013-14 at fast-food joints. The fast-food
market would be growing at 40% per year.

The report indicates a major shift in food habits in metropolitan cities with about 86 per cent
of respondent households preferring to have instant food due to steep rise in dual-income
levels, standard of living, convenience and influence of Western countries.

The Indian consumers have been eating at roadside eateries, dhabas and stalls which still
occupy a major share of the unorganized sector, where fast food has been eaten traditionally.
However, with the changes in the economy of the country and injection of modern
employment from the West, the non-home food market has now changed.

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The market is dominated by global players, especially in the organized fast food segment.
Growing trend of consumption of multi cuisines and increasing brand awareness has led to
the increase of global players. Organized modern formats like malls and supermarkets have
also become a favorite destination for the outlets. Larger companies are teaming up with
small franchisors and mall owners to promote their brand.

The growing segment comprises of formats like fast food chains, cafes and fine dining
restaurants. Two sub segments of the fast food market are the Pizzas and Burgers. These have
now developed into part of the nation’s eating habits. Their share is continuously growing
with the key global brands such as Dominos, McDonalds and KFC making their marks
quickly.

1.5 Growth Driver

Gender roles: Gender roles are now changing. Females have started working outside. So,
they have no time for their home and cooking food. Fast food is an easy way out because
these can be prepared easily. Workingwomen have no time for cooking.

Customer sophistication and confidence: Consumers are becoming more sophisticated

now. They don’t want to prepare food and spend their time and energy in household works.
They are building their confidence more on ‘ready to eat and easy to serve’ kind of foods.

Paucity of time: People have no time for cooking. Because of emergence of working women
and also number of other entertainment items. Most of the time either people work or want to
enjoy with their family.

Double Income Group: Emergence of double income group leads to increase in disposable
income. Now people have more disposable income so they can spend easily in fast food and
other activities.

Large population: India being a second largest country in terms of population possesses
large potential market for all the products/services. This results into entry of large number of

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fast food players in the country. Relaxation in rules and regulations: with the economic
liberalisation of 1991, most of the tariff and non-tariff barriers from the Indian boundaries are
either removed or minimised. This helped significantly the MNC’s to enter in the country.

Menu diversification: Increase in consumption of pizzas, burgers and other type of fast
foods.

1.6 Challenges for the industry

Social and cultural implications of Indians switching to western breakfast food:

Generally, Hindus avoid all foods that are believed to inhibit physical and spiritual
development. Eating meat is not explicitly prohibited, but many Hindus are vegetarian
because they adhere to the concept of ahimsa. Those seeking spiritual unity may avoid garlic
and onions. The concept of purity influences Hindu food practices. Products from cows (eg,
milk, yogurt, ghee-clarified butter) are considered pure. Pure foods can improve the purity of
impure foods when they are prepared together. But now, Indians are switching to fast food
that contain all those things that are considered impure or against their beliefs. Some
traditional and fundamentalist are against this transformation of food habit and number of
times they provoke their counterparts to revolt against such foods. And that is what happened
when Pizza hut decided to enter the complexity of Indian business landscape, counting only
on its ‘fast food global formula’, without any apparent previous cultural training.

Emphasis on the usage of bio-degradable products: Glasses, silverware, plates and cloth
napkins are never provided with fast food. Instead, paper plates and napkins, polyurethane
containers, plastic cups and tableware, drinking cartons or PET (polyethylene terephthalate)
bottles are used and these are all disposable. Many of these items are tossed in the garbage
instead of being recycled, or even worse, merely thrown on the ground. This burdens nature
unnecessarily and squanders raw materials. In order to reduce soil and water pollution,
government now emphasises more on the usage of bio-degradable products.

Retrenchment of employees: Most of new industries will be capital intensive and may drive
local competitors, which have more workers, out of business.

Profit repatriation: Repatriation of profits is another area of concern for Indian economy.

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As when multinational enters the any countries, people and government hope that it will
increase the employment rate and result in economic growth. However, with the
multinational operation, host country experiences these benefits for a short time period. In
long run neither employment increases (because of capital intensive nature of MNC’s) nor it
increases the gross domestic product or gross national product because whatever MNC’s earn
they repatriate that profit back to their home country.

1.7 Problems of industry

Environmental friendly products cost high: Government is legislating laws in order to

keep check on the fast food industry and it is emphasising more on the usage of bio-
degradable and environment friendly products. But associated with this issue is the problem
that fast food player faces - the cost associated with the environment friendly products. They
cost much higher than the normal products that companies use for packaging or wrapping
their products.
Balance between societal expectation and companies economic objectives: To balance a
society’s expectation regarding environment with the economic burden of protecting the
environment. Thus, one can see that one side pushes for higher standards and other side tries
to beat the standard back, thereby making it an arm wrestling and mind boggling exercise.

Health related issues (obesity): Studies have shown that a typical fast food has very high
density and food with high density causes people to eat more then they usually need. Low
calories food: Emphasis is now more on low calories food.

Pizza Hut

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Logo used from 1967–1999 and was brought back in
2019
Pizza Hut is an American restaurant chain and international franchise which was founded in
1958 in Wichita, Kansas by Dan and Frank Carney. The company is known for its Italian
American cuisine menu, including pizza and pasta, as well as side dishes and desserts. Pizza
Hut has 18,431 restaurants worldwide as of December 31, 2018, [4] making it the world's
largest pizza chain in terms of locations. It is a subsidiary of Yum! Brands, Inc., one of the
world's largest restaurant companies.

1.8 HISTORY

Pizza Hut was founded in June 1958 by two Wichita State University students, brothers Dan
and Frank Carney, as a single location in Wichita, Kansas. Six months later they opened a
second outlet and within a year they had six Pizza Hut restaurants. The brothers began
franchising in 1959. The iconic Pizza Hut building style was designed in 1963 by Chicago
architect George Lindstrom and was implemented in 1969. PepsiCo acquired Pizza Hut in
November 1977. 20 years later, Pizza Hut (alongside Taco Bell and Kentucky Fried Chicken)
were spun off by PepsiCo on May 30, 1997, and all three restaurant chains became part of a
new company name Tricon Global Restrauants, Inc. The company assumed the name of
Yum! Brands on May 22, 2002.

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Before closing in 2015, the oldest continuously operating Pizza Hut was in Manhattan,
Kansas, in a shopping and tavern district known as Aggieville near Kansas State University.
The first Pizza Hut restaurant east of the Mississippi River was opened in Athens, Ohio, in
1966 by Lawrence Berberick and Gary Meyers.

Pizza Hut's international presence includes Canada and Mexico in North America, and India
(not in the Pizza Hut division, but in the Yum! India division), Bangladesh, Pakistan, Japan,
Saudi Arabia, the United Arab Emirates, Qatar, the Philippines, Vietnam, Thailand, Malaysia,
Singapore, Indonesia, Brunei Darussalam, China (now part of Yum! spinoff Yum China),
Hong Kong, Taiwan, South Korea, Myanmar, and Macau in Asia. Pizza Hut was one of the
first American franchises to open in Iraq. In Europe they are in United Kingdom, Sweden,
Norway, Finland, Germany, Spain, Turkey; in Honduras, Costa Rica, El Salvador,
Guatemala, Colombia, Nicaragua, Venezuela, Chile, Brazil, Peru and Ecuador, in South and
Central America; in Ethiopia, South Africa and Tanzania in Africa; and in Australia, New
Zealand in Oceania.

The company announced a rebrand that began on November 19, 2014, in an effort to increase
sales, which had dropped in the previous two years. The menu was expanded to introduce
various items such as crust flavors and 11 new specialty pizzas. Work uniforms for
employees were also refreshed. In 2017, Pizza Hut was listed by UK-based company
Richtopia at number 24 in the list of 200 Most Influential Brands in the World.

On June 25 and 27, 2019, it was reported that Pizza Hut is bringing back their logo with the
"Red Roof", that was used from 1967 until 1999.

On August 7, 2019, Pizza Hut announced its intention to close about 500 of its 7,496 dine-in
restaurants in the US, by the middle of 2021.

1.9 CONCEPT

Pizza Hut is split into several different restaurant formats: the original family-style dine-in
locations; storefront delivery and carry-out locations; and hybrid locations that have carry-
out, delivery, and dine-in options. Some full-sized Pizza Hut locations have a lunch buffet,
with "all-you-can-eat" pizza, salad, desserts, and bread sticks, and a pasta bar. Pizza Hut has
other business concepts independent of the store type.

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In 1975, Pizza Hut began testing concepts with Applegate's Landing.  These restaurants had
exteriors that looked like Colonial Style houses and had eclectic interiors featuring a truck
with a salad bar in the bed. The chain offered much of the same Italian-American fare, such
as pizza and pasta dishes with some additions like hamburgers and bread pudding.
Applegate's Landing went defunct in the mid 1980s sans for one location in McPherson,
Kansas that closed in Fall, 1995. The location is now a dentist's office. 

An upscale concept was unveiled in 2004, called Pizza Hut Italian Bistro. At 50 U.S.
locations, the Bistro is similar to a traditional Pizza Hut, except that the menu features new,
Italian-themed dishes such as penne pasta, chicken pomodoro, and toasted
sandwiches. Instead of black, white, and red, Bistro locations feature a burgundy and tan
motif. Pizza Hut Bistros still serve the chain's traditional pizzas and sides. In some cases,
Pizza Hut has replaced a "Red Roof" location with the new concept. Pizza Hut Express
locations are fast food restaurants; They offer a limited menu with many products not seen at
a traditional Pizza Hut. These stores are often paired in a colocation with WingStreet, in USA
and Canada, or other sibling brands such as KFC or Taco Bell and found on college
campuses, food courts, theme parks, bowling alleys, and within stores such as Target.

Vintage "Red Roof" locations, designed by architect Richard D. Burke, can be found in the
United States and Canada; several exist in the UK, Australia, and Mexico. In his
book Orange Roofs, Golden Arches, Phillip Langdon wrote that the Pizza Hut "Red Roof"
architecture "is something of a strange object – considered outside the realm of significant
architecture, yet swiftly reflecting shifts in popular taste and unquestionably making an
impact on daily life. These buildings rarely show up in architectural journals, yet they have
become some of the most numerous and conspicuous in the United States today."

Curbed.com reports, "Despite Pizza Hut's decision to discontinue the form when they made
the shift toward delivery, there were still 6,304 traditional units standing as of 2004, each
with the shingled roofs and trapezoidal windows signifying equal parts suburban comfort and
strip-mall anomie." This building style was common in the late 1960s and early 1970s. The
name "Red Roof" is somewhat anachronistic now, since many locations have brown roofs.
Dozens of "Red Roofs" have closed or been relocated or rebuilt.

Many "Red Roof" branches have beer if not a full bar, music from a jukebox and sometimes
an arcade. In the mid-1980s, the company moved into other successful formats, including
delivery or carryout and the fast food "Express" model.

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1.10 PRODUCTS

In North America, Pizza Hut has notably sold: pan pizza, baked in pan with a crispy edge;
stuffed crust pizza, with the outermost edge wrapped around a cylinder of mozzarella cheese;
"hand-tossed", more like traditional pizzeria crusts; “Thin 'N Crispy”, a thin, crisp dough
which was Pizza Hut's original style; Dippin' Strips pizza, a pizza cut into small strips that
can be dipped into a number of sauces; the P’Zone, a calzone with marinara dipping sauce
that comes in plain, Supremo, Meaty, and pepperoni, and its largest product, the Bigfoot
pizza.

The stuffed-crust pizza was introduced on March 26, 1995. By the end of the year, it had
become one of their most popular lines.

Regional differences are seen in the products and bases. The company has localized to
Southeast Asia with a baked rice dish called Curry Zazzle.

On May 9, 2008, Pizza Hut created "The Natural" pizza, which featured natural ingredients
and was sold in Seattle, Denver and Dallas. This was discontinued on October 27, 2009, in
the Dallas market.

Pizza Hut developed a pizza for use as space food, which was delivered to the International
Space Station in 2001. It was vacuum-sealed and about 6 in (15 cm) in diameter to fit in the
station's oven. It was launched on a Soyuz and eaten by Yuri Usachov in orbit.

In recent years, the chain has seen a downturn in profits. In 2015, the franchise stated it
would be pumping more capital into its London branches. Pizza Hut is installing cocktail bars
in its London branches as part of a £60 million bid to win back "the Nando's generation".

In January 2019, Pizza Hut announced it had expanded beer delivery to 300 locations across
the U.S., with plans to expand to 1,000 locations by the summer.

In March 2019, Pizza Hut announced the return of the P'Zone after a hiatus of several years.

1.11 ADVERTISING

Pizza Hut's first television commercial was produced in 1965 by Bob Walterscheidt for the
Harry Crow agency in Wichita, and was entitled "Putt to the Pizza Hut". The ad, which looks
just like an old movie, and features a man in a suit and tie, played by Ron Williams (who was
then a production manager for Wichita's ABC affiliate KAKE-TV) as he starts ordering take-

16
out and driving his 1965 Mustang JR to Pizza Hut, where he is chased by a variety of
townspeople portrayed by neighborhood kids, Walterscheidt and his daughter, and various
employees for Harry Crow and KAKE-TV. He picks up his pizza and goes back to his house,
where all of his pizza is eaten by the townspeople before he can take a bite, which makes the
man upset as he calls Pizza Hut again. The ad first aired on November 19, 1966, during
halftime of the Notre Dame vs. Michigan State "Game of the Century", and dramatically
increased sales for the franchise. "Putt Putt to the Pizza Hut" ran on TV for eight years and
was nominated for a Clio Award

Until early 2007, Pizza Hut's main advertising slogan was "Gather 'round the good stuff", and
was "Now You're Eating!" from 2008 to 2009.From 2009 to 2012, the advertising slogan was
"Your Favorites. Your Pizza Hut" From 2012 to 2016, the advertising slogan was "Make it
great", a variation of the 1980s–1995 slogan "Makin' it great!"From 1995 to 1999, the slogan
was "You'll love the stuff we're made of" The advertising slogan is currently "No one
outpizzas the hut".

Pizza Hut does not have an official international mascot, but at one time, commercials in the
U.S. were called "The Pizza Head Show". These commercials ran from 1991 to 1999 and
were based on the Mr. Bill sketches from Saturday Night Live during the late-1970s. The ads
featured a slice of pizza with a face made out of toppings called "Pizza Head". In the 1970s,
Pizza Hut used the signature red roof with a jolly man named "Pizza Hut Pete". Pete was on
the bags, cups, balloons, and hand puppets for the kids. In Australia during the mid to late
1990s, the advertising mascot was a delivery boy named Dougie, with boyish good looks,
who upon delivering pizza to his father, would hear the catchphrase "Here's a tip: be good to
your mother". Adding to the impact of these advertisements, the role of Dougie was played
by famous Australian soap opera and police drama actor Diarmid Heidenreich.

Pizza Hut sponsored the film Back to the Future Part II (1989) and offered a free pair of
futuristic sunglasses, known as "Solar Shades", with the purchase of Pizza Hut pizza. Pizza
Hut also engaged in product placement within the film, having a futuristic version of their
logo with their trademarked red hut printed on the side of a mylar dehydrated pizza wrapper
in the McFly family dinner scene, and appear on a storefront in Hill Valley in the year 2015

The 1990 NES game, Teenage Mutant Ninja Turtles II: The Arcade Game, came with a
coupon for a free pizza. The game included Pizza Hut product placement in the form of
background advertisements and pizza that would refill the character's life.

17
In 1995, 21 years before becoming President of the United States, Donald Trump and his ex-
wife Ivana Trump appeared in a commercial. The last scene of the commercial showed Ivana
asking for the last slice, to which Donald replied, "Actually dear, you're only entitled to half",
a play on the couple's recent divorce.

In 1995, Ringo Star appeared in a Pizza Hut commercial which also featured The Monkees.

A commercial with Rush Limbaugh dates from the same year, in which he boasts "nobody is
more right than me," yet he states for the first time he will do something wrong, which was to
participate in Pizza Hut's then "eating pizza crust first" campaign regarding their stuffed-crust
pizzas.

In 1999, the announcer says, "The best pizzas under one roof" in the Big New Yorker pizza
commercial seen on the PlayStation Pizza Hut Demo Disc 1. Also, in 1999, the game Crazy
Taxi for Sega Dreamcast featured Pizza Hut as one of the locations to which players were
able to drive and drop off customers. However, in the game's 2010 re-release for Xbox
Live and PlayStation Network, all of the product placement, including the Pizza Hut
locations, were removed.

Early 2007 had Pizza Hut move into several more interactive ways of marketing to the
consumer. Using mobile-phone SMS technology and their MyHut ordering site, they aired
several television commercials (commencing just before the Super Bowl) containing hidden
words that viewers could type into their phones to receive coupons. Other innovative efforts
included their "MySpace Ted" campaign, which took advantage of the popularity of social
networking, and the burgeoning user-submission marketing movement via their Vice
President of Pizza contest

1.12 COMPANY PROFILE

More than 60 years ago, the Carney brothers borrowed $600 from their mom and set out to
change the way the world experienced pizza. From our modest beginnings in 1958, Pizza Hut
has grown to become the largest pizza company in the world. We have more than 18,000
restaurants in over 100 countries. No matter where you find us, we’re making sure each meal
our customers enjoy is delicious, bold, and one-of-a-kind.

We don’t just make pizza. We make people’s days. Pizza Hut was built on the belief that
pizza night should be special, and we carry that belief into everything we do. We deliver
more pizza, pasta and wings than any other restaurant in the world. A true innovator in the

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pizza category, we were not only the first to provide America with Pan Pizza, but we were
also the first ever to deliver pizza in space! We understand how to best serve our customers
through tried and true service principles. We create food we’re proud to serve and deliver it
fast, with a smile.

All of this is made possible by unlocking the potential of our team members. We promise that
at Pizza Hut, you can become your best, make friends and have fun. Because we’re the pizza
company that lives life unboxed.

And yes, we’re pizza people. But we’re also human people; we lead with our hearts and
believe in giving back to the global community. Our global commitment through Pizza Hut:
The Literacy Project is to help 100 million people around the world unlock their potential
through literacy and reading. Already through the U.S. BOOK IT! Program, Pizza Hut
encourages more than 14 million students and 37,000 K-6 in the U.S. each year to read by
rewarding their reading accomplishments with praise, recognition and pizza.

We’re also focused on reducing food waste and fighting hunger in the communities we serve
through our Harvest Program. Since 1992, Harvest has donated over 100 million pounds of
food to local communities.

Today, our five major products, Pan Pizza, Thin 'N Crispy pizza, Hand-Tossed Style pizza,
Stuffed Crust Pizza and The Big New Yorker Pizza are loved by millions around the
world and have become the standard by which all others are judged. We are working
together to run great restaurants in order to be the best at making and serving the best
pizza in America. That means we're willing and able to go to any lengths to make our
customer's experience with Pizza Hut an enjoyable one. And it means we strive to
present the finest products the industry has to offer, and to provide those products
wherever and whenever people want them. Yes, we've come a long way since that
opening night back in 1958 when pizzas were given away to generate interest in the
fledgling business. And through the strength of our heritage, our culture and our
people, we look forward to even more success in the years ahead.

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1 1958 to 1980
2 1982 to 2005
3 2008 to 2019

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FROM 1958 TO 1980

1958 :

The first Pizza Hut restaurant opens in Wichita , Kansas, started by two college –aged
brothers who borrowed $600 from their mother.

1959:

Pizza Hut is incorporated in Kansas and the first franchise unit opens in Topeka, Kansas.

1965:
"Putt-Putt to Pizza Hut" musical jingle developed for Pizza Hut's first television commercial.

1967:
World's largest pizza (six feet in diameter) is baked and served at the grand opening of a Fort
Worth, Texas Pizza Hut restaurant.

1968 :
International market entered with opening of Pizza Hut restaurant in Canada. Pizza Hut
serves a million people a week at its 310 locations.
1971:
Pizza Hut becomes the number one pizza restaurant chain in the world in both sales and
number of restaurants.
1972:
Pizza Hut, Inc. listed on New York Stock Exchange under the symbol PIZ.
1976:
The 100th international Pizza Hut restaurant is opened in Australia, while entire system
reaches 2,000.
1979:
Pizza Hut raises $342,000 for Easter Seals from national promotion.
1980:
Pan Pizza is introduced throughout the system. Restaurant numbers 4,000 opens.

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FROM 1982 TO 2005

1982:
Pizza Hut serves one and a half million pounds of pasta annually.

1983:Personal Pan Pizza, with a five-minute guarantee, is introduced throughout the system.
Pizza Hut celebrates 25th anniversary. Pizza Hut employs 10,000 teenagers from 16 to 19
years old.
1984:
BOOK IT! National reading incentive program is launched with 200,000 elementary students
enrolled. Pizzerias account for 9.9% of all restaurants in the U.S.
1986:
Delivery service, as a new concept, is initiated.
1988:
Hand-Tossed Traditional Pizza is introduced throughout the system. Pizza Hut celebrates its
30th anniversary with a total of more than 6,000 restaurants and delivery units worldwide.
President Ronald Reagan awards Private Initiative Citation to Pizza Hut President Art
Gunther for the creation of BOOK IT! program.
1989:
The Pizza Hut Jobs Plus program expands nationwide to employ more than 10,000
individuals with physical and developmental disabilities. The Jobs Plus program is
recognized as the largest corporate initiative of its kind in the food service industry. For the
first time in history, Pizza Hut pizza is delivered to the White House. First Lady Barbara
Bush throws a party for 200 Washington, D.C. children during a "Reading is Fundamental"
reception.

1990:
Pizza Hut system sales reach $4 billion. Pizza Hut delivers more than 1,340,000 pizzas on
Super Bowl Sunday, about 7,000 pies a minute. More than 4,000 Jobs Plus employees work
for Pizza Hut. Personal Pan Pizza becomes available at 1,000 Stop 'N Go convenience stores.

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1992:
Pizza boxes redesigned to save 275,000 trees a year.

1993 :
Pizza Hut introduces BIGFOOT Pizza -- two square feet of pizza cut into 21 slices. Pizza Hut
leads the entire restaurant industry in growth and sets new company records for sales and
profits.

1995:
Two Customer Satisfaction programs initiated: a 1-800 Customer Satisfaction Hotline and a
Customer Call Back Program, which takes the pulse of 50,000 customers per week. Pizza Hut
launches Pizzeria Stuffed Crust Pizza, which immediately sets company sales records. Pizza
Hut wins the 1995 "Choice of Chains" award for Best Pizza Chain sponsored annually by
Restaurants & Institutions magazine, making Pizza Hut the "Best Pizza Chain" ten of the last
eleven years.

1996:
Pizza hut comes to India with a dine in restaurant Bangalore that has special vegetarian
pizzas. In additional to traditional Italian toppings, it incorporates Indian favorites such as
Chicken tikkas, Lamb korma etc. in its list of innovative toppings. Along with pizzas, the
menu features appetizers like garlic bread and soups, fresh salads; oven bakes pastas and
choice of ice-cream sundaes. Pizza Hut airs its first ever ad during the Super Bowl. Pizza Hut
delivers 30% of the 12 million pizzas delivered on Super Bowl Sunday. This is the biggest
pizza delivery day of the year.

1997:
Pizza hut opens a restaurant in the capital's building bustling M-block market in Greater
Kailash-I, Unlike the existing Pizza Hut at Shanti Niketan which is delivery counter for just
pizzas, this is dine-in where the entire menu (salads, appetizers, pastas, deserts and of course
pizzas) is available. Letting Delhiites get a taste of Pizza hut and getting them to 'Get real!'.

1998:
Pizza Hut celebrates 40 years of making and serving great pizza

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1999:
New branch has been launched at Navarangpura, Ahmedabad which is
pure veg.
2004:
Second branch has been launched at S.G. highway in Ahmedabad.
2005:

One new types of Pizza has been introduced named “ FRESHIZZA”.

FROM 2008 TO 2019

2008:

Pizza Hut created the “THE NATURAL” PIZZA, which featured natural ingredients and was
sold in Seattle, Denver, and Dallas.

2009:

It was discontinued in Dallas market.

2015:

The franchise stated it would be pumping more capital into its London branches. Pizza Hut is
installing cocktail bars in its London branches as part of a £60 million bid to win back
"the Nando's generation"

 2019:

In January, Pizza Hut announced it had expanded beer delivery to 300 locations across the
U.S., with plans to expand to 1,000 locations by the summer.

In March, Pizza Hut announced the return of the P'zone after a hiatus of several years.

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 ABOUT PIZZA HUT INDIA

1. WHO WE ARE
There’s nothing cookie-cutter about Pizza Hut. Not our pizzas. Not our people. And definitely not
the way we live life. Around here, we don’t settle for anything less than food we’re proud to serve.
And we don’t just clock in. Not when we can also become our best, make friends, and have fun
while we’re at it. We’re the pizza company that lives life unboxed. 

We’re not for people who want to blend in: pushing boundaries is part of our heritage. We have
more than 16,000 restaurants and 350,000 team members in more than 100 countries. Whether it’s
the original Stuffed Crust or putting a pizza in outer space, we never stop driving ourselves to
deliver hot pizzas, fast every time – anywhere you want to enjoy it.
2. WHAT WE’RE ABOUT
At Pizza Hut, we don’t just make pizza. We make people happy. Pizza Hut was built on the belief
that pizza night should be special, and we carry that belief into everything we do. With more than
55 years of experience under our belts, we understand how to best serve our customers through
tried and true service principles: We create food we’re proud to serve and deliver it fast, with a
smile.
3. WHERE WE COME FROM
In 1958, two brothers borrowed $600 from their mom to open a pizza place in Wichita, Kansas.
They named it Pizza Hut, because their sign only had room for eight letters. How profound! Soon,
the restaurant grew. Why? The pizza was awesome. The service felt like home. And the customers
were treated like family. And we’ve been delivering that same food and service ever since.
4. FOR THE LOVE OF PIZZA SINCE 1958
From day one, the Carney brothers could look their customers in the eye and promise them the
finest pizza in town — because they knew the farmers who grew the ingredients, and they knew
those farmers cared about quality. Since then, our farmers have grown right alongside us, and the
ingredients we use are still our highest priority. No one loves pizza more than Pizza Hut. That’s
why pizza is in our name — and always will be.
5. PIZZA HUT INDIA

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In June 1996, Pizza Hut made its foray into India with a restaurant in Bangalore and was the first
international restaurant chain to pioneer this category. The restaurant brand offers an exciting
menu consisting of its signature pizzas, appetizers, pastas, desserts and beverages. Its trademark
dining experience has been recognized by Brand Equity to make it the ‘Most Trusted Food Service
Brand’ for 11 years in a row. Pizza Hut is the most preferred pizza brand in India, given its

freshest, tastiest and affordable Pizzas.

1.13 Pizza Hut Competitors

Competition in the fast food service industry is increasingly becoming stiff every passing
day. All the major competitors in this sector are devising new ways that would help them in
expanding their operations as a way of reaching out to more clients as well as maximizing
their revenue generation efforts. Pizza Hut is one of these top competitors in this sector. It is
an American-based chain of fast food restaurants that specializes in offering pizza as
takeaway and also delivers to the clients.

Recent statics show that Pizza Hut has increased its total revenues and operating income
owing to the fact that its client base has immensely grown in the last decade. It, however,
faces fierce competition from some of the established and renowned brands, which include
the following;

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1.) Domino’s Pizza

Domino’s Pizza is apparently one of the direct competitors of Pizza Hut. The reason for this
is because they both offer more or less similar product and service in the industry. Domino’s
also majors in providing pizza delivery and takeaway to its customers. With an operating
income of approximately $455 million per year, it demonstrates that it is indeed a strong
contender in this particular sector hence it is equally fundamental for it to be considered in
any case.

It is estimated that Domino’s Pizza has a total worth value of about $720 million as of the end
of 2016. It continuous expansion in the last decade again is a clear indication that the potency
of this particular fast food chain of restaurants should never be underestimated. Domino’s
Pizza is without a doubt the biggest Pizza Hut Competitors.

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2) McDonalds

Statics in the quick service industry shows that McDonald’s is the leading fast food outlet in
the world considering all aspects. It covers quite a considerable percentage of the market
share both locally and internationally. Its efforts to expand to more and more towns have also
been fortunate making it the leading fast food joint with the highest number of units
worldwide.

McDonald’s net income as of the end of 2016 was estimated to be over $4.7 billion per
annum, making it the highest earner of all these restaurants. McDonald’s also has more than
37,000 restaurants worldwide making it the largest fast-food chain in regards to a number of
units globally.

3) KFC

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One particular element that the Kentucky Fried Chicken, popularly referred to as KFC has
perfectly mastered is the art of creating brand awareness. It was founded in Kentucky, but the
level at which it has spread its operations to a wide range of towns and cities in different parts
of the world is astonishing.

As a matter of interest, KFC invests a considerable amount of money in doing its ads that
help it much in acquiring new locations for their units and subsequently new customers for
its products. It is a strong competitor in the fast food industry and on many occasions often
ranked second after McDonald’s in some aspects including sales volume, units, and revenue
among others.

4) Starbucks

Starbucks is another quick service competitor based in the US and specializes in offering
coffee.  Actually, Starbucks covers over 40% of the US market share as far as coffee chain
industry is concerned. It is not a direct Pizza Hut competitor since it majors in serving coffee
and other breakfast menu but nonetheless offers competition on the basis of market share and
control of the industry.

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5) Subway

Subway is apparently the largest QSR sandwich in the US. It has continually expanded since
its inception to become a significant competitor in the quick service sector. In the US alone,
Subway had been able to generate sales value of approximately $11. 5 billion in the 2016
fiscal year.

This is attributed to several facts that it has been consistent in creating its brand
awareness through ads, which it has really invested on to a tune of over $500 million in the
2016 fiscal year. Its number of store especially in the foreign market has also been increasing
steadily thus putting it in a better place as a noteworthy competitor in this industry.

6) Burger King

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Burger King is another competitor in the fast food service industry that has come out strongly
to create a solid foundation. It has progressively grown to become a famous fast food joint
that serves burger both in the US and global market. As of the end of 2016, the worldwide
revenue for this particular company was approximately $1.2 billion making it among the top-
ranked in the market.

7) Dunkin Donuts

Dunkin Donuts is also another strong competitor in this quick-service industry that
specializes in offering donuts and coffee. It has also become among the top competitors in
this sector by virtue of its sales volume, which has increased in the recent past. This particular
company has opened a wide range of stores in American towns and cities as well as other
parts of Europe.

Many people are associating with it since it not only serves coffee but also offers breakfast
meals, cold and hot beverages and an array of baked goods. It is thus a strong competitor to
watch out in this industry.

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8) Taco Bell

People from different walks of life have a preference for the ideal type of food to eat at varied
times. It is this particular idea that Taco Bell capitalized on and chose to specialize in serving
Mexican dishes. So far, it has succeeded vehemently in the industry going by a wide range of
stores that it is opening as well as the amount of revenue collected every given financial year.

Taco Bell has severally been ranked in different years as the leading fast-food outlet in the
US, which apparently demonstrates that it is a big brand worth watching out. Its net worth has
also increased significantly in the last decade.

9) Chipotle

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Similar to Taco Bell, Chipotle also identified a gap that was left in the fast service industry
and took advantage of it to make hay. Since its establishment, it has continuously served its
customers with a wide range of Mexican dishes including tacos, burritos and other meat and
vegetarian varieties.

Chipotle has also expanded and has established quite a number of its stores in major cities
across the world. What that implies is that it tries to reach out to its potential customers in
some of the areas that the demand for their products may be necessary. As such, Chipotle is
also regarded as one of the principal competitors in this industry.

10) Wendy’s

Wendy’s started as a small quick service restaurant in Ohio. However, it is the sheer
determination which the founder had that drove it to where it currently stands. Its upsurge in
the American market happened so fast, and within the shortest time possible it had dominated
the area.

Wendy’s have over the past served a wide range of fast food dishes including burgers, baked
products, ice and hot beverages and fries among others. This array of products served is one
of the elements that has made it possible for the brand to grow and become popular in
different parts of the country and region as a whole.

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11) Tim Horton’s

It is an open fact that Tim Horton’s has made a name as the leading quick service restaurant
chain serves coffee in Canada. What is nonetheless, little known about this success is that
several businesses dealing with other competitors have played major roles in ensuring that the
dominance of this particular company in this sector become a reality.

The amount of money invested in creating brand awareness for this company every year is
also significant and has played a role too in ensuring that the brand is marketed efficiently
and acquire a new customer base. Tim Horton’s therefore still remains a key player in the
industry primarily in the Canadian market, where it apparently enjoys a market share of
almost 50%.

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12) Papa John’s Pizza

One aspect that makes Papa John’s Pizza a worthy competitor in the quick service industry is
the fact that it has been consistent with delivering quality service to the customers. What we
got to understand is that customer loyalty can on many occasion help drive a brand.

And for that matter, it is what happens to Papa John’s Pizza, which ultimately makes it a
strong competitor in the quick-service industry. Papa John’s Pizza kind of approach to
serving its customers is innovative, and it has seen it expand to different locations not only in
the US but also in other international markets.

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 CHAPTER 2:-RESEARCH METHODOLOGY:

2.1 Meaning of Research

Research is common parlance refers to a search for knowledge. Once can also define research
as a scientific and systematic search for pertinent information on a specific topic. In fact,
research is an art of scientific investigation. A careful investigation or inquiry specially
through search for new facts in any branch of knowledge.

(i) To gain familiarity with a phenomenon or to achieve new insights into it

(ii) (ii) To portray accurately the characteristics of a particular individual, situation or

a group

(iii) (iii)To determine the frequency with which something occurs or with which it is
associated with something else.

(iv) (iv)To test a hypothesis of a causal relationship between variables.

2.2 OBJECTIVES .

 To know about the customer satisfaction level of customers regarding the Pizza hut.
 To know the actual competitors of the Pizza Hut.

 To know which income group spends more money for consuming fast food.

 To analyse which age group is more interested in having fast food items.

 To check which mode of order is used by the customers for ordering their food

product.

 To know about the customer preferences of pizza hut products.

 To ascertain customer satisfaction level for products and services provided by pizza

hut .

 To suggest some guidelines to pizza hut in order to provide better and focused

services.

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2.3 HYPOTHESIS

NULL HYPOTHESIS

 Customers are satisfied by the Pizza hut.

ALTERNATIVE HYPOTHESIS

 Customers are not satisfied of the Pizza hut.

 The research design is the specification of the method and procedure for acquiring
(getting) the information needed to solve the problem

2.4 RESEARCH DESIGN

 In my research, descriptive research design was used which enable researchers to

describe picture of a phenomenon under research. The strategy of pizza hut were
easily understood due to research done by the researchers. Design involves solving
problems, creating something new, or transforming less desirable situations to
preferred situations. To do this, designers must know how things work and why.
Understanding how things work and why requires us to analyse and explain. This is
the purpose of theory. The article outlines a framework for theory construction in
design.
 This framework will clarify the meaning of theory and theorizing. It will explain the
nature and uses of theory as a general concept. It will propose necessary and sufficient
conditions for theory construction in design. Finally, it will outline potential areas for
future inquiry in design theory.
 This provides the first benefit of research training for the professional designer.
Design practice is inevitably located in a specific, clinical situation. A broad
understanding of general principles based on research gives the practicing designer a
background stock of knowledge on which to draw.
 This stock of knowledge includes principles, facts, and theories. No single individual
can master this comprehensive background stock of knowledge. Rather, this
constitutes the knowledge of the field. This knowledge is embodied in the minds and
working practices of millions of people. These people, their minds, and their

37
 practices, are distributed in the social and organizational memory of tens of thousands
of organizations.

2.5 DATA COLLECTION

Two ways are introduced for collecting data:-

 Primary Data
 Secondary Data

Primary Data:-

Primary data is one which is collected by the investigator himself for the purpose of a specific
inquiry or study. These data are collected first time as original data.

Method used for collecting data was Survey Method. I had done survey through
“QUESTIONNAIRES”.

Primary objectives:-

1. To identify performance of pizza hut operations.

2. To understand the taste & preferences of the customer.
3. To understand how the marketing mix influence consumer satisfaction level.
4. To analyse how active pizza hut services attract customers.

Secondary Data:-

when an investigator uses the data which has already been collected by other researcher ,
such data is called secondary data.

Sources of secondary data are as follows:-

1. Text books like marketing management, research methodology.

2. Internet is also considered as secondary source for data collection.
3. Magazines are also referred as a secondary data source.

Secondary Objective:-

1. To understand the quality of service maintained in pizza hut.

38
 2. To find out the reason for less demand
3. To find which means of communication plays a vital role to persuade customer.

2.6 SCOPE OF THE STUDY

 The area of study is limited to the segment selected within Kharghar. This study is
mainly confined to the customer satisfaction only.
 Finding of the study was based on the assumptions that respondents have given correct
information.
 Information provided by respondents may be biased.

 The sample size is comparatively very small compared to the population and there are
chances that it may not represent the whole population.

 The time and cost factors has affected the size of the sample.

 The study is academic in nature.

 The final conclusion can be also affected by some of the extraneous variables.

SAMPLING

A fine subset of the population, selected from it with the objectives of investigating its
properties is called a sample and the number of unit in thesample is known as sample size.
Sampling is a tool which enables us to drawconclusion about the characteristics of the
population after studying onlythose subjects or items that are included in the sample. In
sampling methodonly few units of the population is considered. The choice of an
appropriatesampling design is of keeping in view the objectives and scope of theenquiry and
the type of the universe to be sampled

Sampling Techniques:

 Random sampling
 Non random sampling

Random Sampling:

39
A random sampling is done in such a way that each member of the universe has a change of
being selected, which enables statistics procedures to be used under the result to estimate
sampling.

Non Random Sampling:

In the non-random sampling the chance of any particular unit in the population being selected
is unknown. The judgments sampling method under non-random sampling method was
adopted for the study with a sample size of 100 respondents, which are chosen in a judgment
manner from the customer. In this method a designed number of sample unit is selected
deliberately or purposely depending upon the objectives of the enquirer so that only the
important items representing the true characteristics of the population are included in the
sample.

Area Of Sampling-

In this study primary data plays a vital role. The process of choosing the correct number of
respondents is nothing but sampling procedure.

Sampling area: Kharghar

Sampling Size-

120 is the number of items to be selected from the universe to constitute the sample. The
method used here is random sampling and on- the spot sampling, where the samples are
selected without considering any particular quality.

Sample Method-

Random Sampling

2.7 LIMITATIONS OF THE STUDY

Since the road to improvement is never ending, so this study also suffers from
certain limitations. Some of them are as follows:

 Scope of project is limited in the sense that only Pizza hut has been taken for
consumer research.
 The extent of the survey was Kamothe only. So the suggestions or arguments given in
the report may not hold true for other locations in India.

40
  Questionnaire method involves some uncertainty of response. Co-operation on the
part of informants, in some cases, was difficult to presume.
 Because of time constraints and reserve constraints, a mix of convenient sampling
and judgment (Probability & Random) sampling was used.
 Also because of above mentioned constraints, the sample size chosen for the
survey was 120 people.
 It is possible that the information supplied by the informants may be incorrect.

2,8 Consumer Satisfaction through Four P’s of Marketing Mix

Marketing Mix:

Marketing Mix refers to the ingredients or the tools or the variable which the marketer mixes
in order to interact with a particular market. According to Philip Kotler, “Marketing Mix is
a set of marketing tools that the firm uses to pursue its marketing objectives in the
target market.”

Marketing mix is a term used to describe the combination of the four inputs which
constitute the core of a company’s marketing system: the product; the price structure; the
promotional activities, and the distribution system.

Marketing mix represents the total marketing program of a firm. It involves decisions with
regard to product, price, place and promotion. Marketing mix is a blending of decisions in the
4 P’s. Four major ingredients of marketing mix are:

1. Product-

41
A product is any good or service that consumers want. It is a bundle of utilities or a cluster of
tangible and intangible attributes. Product component of the marketing mix involves
planning, developing and producing the right type of products and services. It deals with the
dimensions of product line, durability and other qualities. The total product should be such
that it really satisfies the needs of the target market. In short, product mix requires decisions
with regard to:

a) Size and weight of the product

b) Quality of the product
c) Design of the product
d) Volume of output
e) Brand name
f) Packaging
g) Product range
h) Product testing

2. Price-

Price is an important factor affecting the success of a firm. Pricing decisions and
policies have a direct influence on sales volume and profits of business. Price is,
therefore, an important element in the marketing mix. In practice, it is very difficult to fix the
right price. Right price can be determined through pricing research and test marketing. A lot
of exercise and innovation is required to determine the price that will enable the firm to
sell its products successfully. Demand, cost, competition, government regulation, etc. are
the vital factors that must be taken into consideration in the determination of the price.

Price mix involves decisions regarding base price, discounts, allowances, fright payment,
credit, etc.

3. Promotion-

Promotion component of the marketing mix is concerned with bringing products to

the knowledge of customers and persuading them to buy. It is the function of informing
and influencing the customer. Promotion mix involves decisions with respect to

42
advertising, personal selling and sales promotion. All these techniques help to promote the
sale of products and to fight the competition in the market.

No single method of promotion is effective alone and, therefore, a promotional

campaign usually involves a combination of two or more promotional methods.
Growing competition and widening market have made simultaneous use of more than
one promotional method all the more necessary. Combination of two or more methods in a
single promotional campaign requires an effective blending of promotional inputs so as to
optimize the expenditure on each. There is no one ideal product, type of customers, the
promotion budget, stage of demand, etc. should be taken into consideration.

4. Place (Distribution)-

This element of marketing mix involves a choice of the place where the products are
to be displayed and made available to the customers. It is concerned with decisions relating
to the wholesale and retail outlets or channels of distribution. The objective of selecting and
managing trade channels is to provide the products to the right customer at the right time and
place on a continuing basis. In deciding where and through whom to sell, management should
consider where the customer wants the goods to be available. A manufacturer may distribute
his goods through his own outlets or he may employ wholesalers and retailers for
this purpose. Irrespective of the channel used management must continuously evaluate
channel performance and make changes whenever performance falls short of expected
targets. In addition, management must develop a physical distribution system for
handling and transporting the products through the selected channels. In the
determination of distribution mix or marketing logistics, a firm has to make decision
with regard to the mode of transporting of goods to middle -men, use of company vehicles
or both.

 Marketing mix of Pizza Hut

Pizza hut is one of the leading pizza fast food chains in India. The pizza chain was one of the
first entrants in India for pizza and was soon followed by Dominos. However, the pizza chain

43
continues to maintain its premium image. This article discusses the marketing mix of Pizza
hut which falls in services marketing and hence 7 P’s of Pizza hut are mentioned herewith.

Product in marketing mix of Pizza hut

Pizza hut is most prominently known for its Italian products, viz Pizzas, breads and pastas.
But at the same time, due to increasing competition from Dominos, McDonalds and KFC,
Pizza hut has gone local as well with its Birizza which is a type of Biryani. However, the
pizza hut chain is most known for its tasty variety of Pizzas. The product characteristic of
Pizza hut pizzas is that the pizzas are high quality and are served in sizeable portions.
Thus, people love the rich taste of pizzas and pastas of Pizza hut. Another companion of
Pizza hut is the Pizza hut delivery, which like Dominos, is concentrated on delivering the
pizzas at home.

Price in the marketing mix of Pizza hut

The pricing of Pizza hut is premium / skimming pricing. Pizza hut knows that it is the first
entrant for pizzas in India. On top of it, Pizza hut provides higher quality food as compared to
its competitors and at the same time the ambiance of the pizza hut chain is better and richer
than most of its competitors who serve Italian products. Thus, even though Pizza hut has
a premium pricing, people prefer Pizza hut over others.

Place in the marketing mix of Pizza hut

Pizza hut is present in most of the A grade places across urban areas. This placement helps
Pizza hut maintain its premium positioning in the mind of people, because B grade town
people will have to go to the A listers area to actually have a pizza hut pizza. On the other
hand, A grade towns are more likely to have pizza from pizza hut than from dominos because
of the price positioning. Due to a higher price, and a higher quality of food, pizza hut has to
be present in A grade towns only. In B grade towns, people would more likely prefer the
more affordable Dominos.

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Promotions in the marketing mix of Pizza hut –

Pizza hut is known to be a smart promoter for its own products. The ATL promotions mostly
concentrate on introduction of new products as well as to build brand equity. During festivals,
the ads take a different route and promote discounts and offers on products to attract
customers. At the same time, pizza hut does several enterprise discounts as well and gives
discounts to corporate customers. Finally, the success of the chain depends on local
marketing. And local marketing depends on the local pizza hut outlet which may use BTL
activities like hoardings, newspaper inserts, guiding customers to the outlet and lollipops.

People in marketing mix of Pizza hut

The best part of Pizza hut are the people. Pizza hut introduced a novel way of showing
customer appreciation – the bell. Anyone who rings the bell on exiting from Pizza hut is
greeted with a loud thank you from all the waiters in Pizza hut. These people also do
performances frequently on celebrations and most important of all, the pizza hut chain has the
most polite and well mannered people in the fast food industry.

Physical evidence in the marketing mix of Pizza hut

The only reason Pizza hut is able to demand premium pricing is because of its physical
evidence and the ambiance. The cutlery of Pizza hut is fantastic and it is an enjoyable
experience to have the pizza out of the pan right into our plate. The bowls served along with
pasta are also good. The glasses are big. And the seats and tables are comfortably spaced
giving people the complete experience of luxury dining. Combine that with the excellent
people in Pizza hut and you have an excellent afternoon or evening of dining out for Italian
cuisine.

Process in the marketing mix of Pizza hut

Pizza hut serves only freshly made Pizza and pastas. The process of Pizza hut involves
having the raw materials half prepared in the kitchens of Pizza hut. Once the order is
received, the pizza is immediately prepared and served hot. In case of pizza hut delivery,
pizza hut has gone a further length and introduced a hot mark on all their packaging for
Home delivery. If the mark is not red, than the pizza is not hot and it can be returned to the

45
outlet. Furthermore the outlet also promises 30 minutes delivery for which it has to maintain
a slew of drivers who deliver the pizza.

This completes the marketing mix of Pizza hut. The reality of the market is that Pizza hut is a
fantastic food chain, but it is slowly being overtaken by Dominos because of the presence of
Dominos to deliver pizzas to even B grade towns and cities. Ignoring the B grade towns is a
deliberate marketing strategy of Pizza hut. But in the long term, whether this
marketing strategy is right or wrong, only time will tell.

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 CHAPTER 3:-REVIEW OF LITERATURE

BY MARK DENT

OCTOBER 25, 2019

In the late ‘90s, Pizza Hut was an innovation powerhouse, with creations like Stuffed Crust
and BigFoot. Today, the chain has been forced to shift focus from food to technology.

Twenty years ago, Pizza Hut was an innovation powerhouse.

It employed food scientists who patented crusts that didn’t break down when mixed with
garlic and trotted out blockbuster products like BigFoot, the Edge, and the Triple Decker.
When the chain launched Stuffed Crust in 1995, the stock for Pepsi, its then-parent,
increased about 50% over the next year; the Big New Yorker, released 4 years later, led to a
9% rise in same-store sales.
Wild, innovative pizzas made markets move.

But today, Pizza Hut rarely offers new items. In recent years, the best it’s managed to do is
change the cheese in its Stuffed Crust from mozzarella to cheddar, or trot out an occasional,
ill-fated appetizer like the Stuffed Cheez-It.
In 2017, Pizza Hut’s parent company, Yum Brands, spent ~$22m in research and
development — $10m less than it spent in the pizza golden age of the ‘90s, accounting for
inflation. That same year, Yum invested $130m for pizza delivery technology and related
marketing.
In a country where a new chicken sandwich can break the internet and where Taco Bell can
sell 100m Doritos Locos Tacos in 10 weeks, culinary innovation in fast food pizza has been
stagnant. Can Pizza Hut thrive when people only care about the convenience of ordering?

BY ANDREW LASANE

JANUARY 15, 2019

PIZZA HUT FRANCHISING WAS ALMOST INSTANT .

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A year after the first location opened in Wichita, Kansas, the Carney brothers had
already incorporated the business and asked their friend  Dick Hassurto open the first
franchise location in Topeka, Kansas. Hassur, who had previously gone to school and
worked at Boeing with Dan Carney, was looking for a way out of his insurance agent
job. He soon became a multi-franchise owner, and worked to find other managers who
could open Pizza Huts across the country.

Once, when a successful manager of a Wichita location put in his notice, Hassur was
sent in to convince the man to stay. That manager happened to be  Bill Parcells, who
had resigned his Pizza Hut job in order to take his first coaching job at a small
Nebraska college. Of course, he later went on to coach numerous NFL teams,
including leading the New York Giants to two Super Bowl victories. "I might have
been wrong there," Hassur said of trying to convince Parcells his salary would be
better as a manager than as a coach, "but I'm sure he'd have been successful with Pizza
Hut, too."

 THERE WAS A MASCOT IN THE EARLY DAYS.

Before the iconic red roof logo was adopted in 1969, Pizza Hut had a mascot named
Pizza Pete who also served as its logo. The mustachioed cartoon man wore a chef’s
hat, neckerchief, and an apron while serving up hot meals to hungry customers. Pizza
Pete was still used throughout the 1970s on bags, cups, and advertisements, but was
eventually phased out.

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BY MARK WILSON

Kids these days get omnipresent sushi and organic burritos. Pretty cool. But anyone 30 or
over remembers something almost as great: peak Pizza Hut, the era when visiting the red
roof was a great American pastime.

I have fond memories of gorging on Pizza Hut’s Book-It!-approved literature just to stuff

my face with pan pizza, Cub Scout excursions bringing me into the Hut’s kitchen like a
tubby little VIP to make my own pie, the otherworldly Back to the Future II sunglasses
promotion, and yes, that steadfast logo that had been in use from 1967 to 1999, long since
replaced by something that looks like it was drawn in a swirl of red sauce.

Well, good news, friends. The most famous of all Pizza Hut logos is back. After the
vintage logo received a slight face-lift from creative agency GSD&M, Pizza Hut’s parent
company Yum Brands! is bringing the red hut back for various promotions. Notably,
however, it’s not outright replacing the logo that’s been in use since 2014. “While our
classic, red roof logo will begin to appear more frequently, we plan to use our red swirl
logo and classic logo interchangeably,” chief brand officer Marianne Radley tells  Fast
Company.

Pizza Hut’s logo since 2014 (left), and the revived logo (rightThe brand throwback comes
at an important time. Pizza Hut has been struggling to compete with a resurgent Domino’s
in the $41 billion quick pizza market. Domino’s has been on the upswing after
reformulating its terrible pizza in 2010 to something more palatable, and then
embracing digital platforms and rewards over the past few years. In 2018, it unseated

49
Pizza Hut as the world’s largest pizza chain. Branding-wise, Domino’s has positioned
itself as the ultimate everyman. It hates potholes as much as you do, and takes gross-
looking Instagram photos, too.

Pizza Hut, meanwhile, has tried to update its identity to something worldly and seemingly
gourmet, and this year, it reformulated its signature pan pizza and introduced a new
physical pan nationwide to make the pizzas bake better. But Pizza Hut has felt in brand
limbo since it introduced the new logo in 2014. While its Modernist
Cuisine photography and website UI were stronger than ever, that pizza sauce logo lacked
the high-contrast punch of solid black letters and a strong red roof. It looks passive.
Worse, it looks like a second-place pizza company.

“We conducted qualitative research with more than 3,000 consumers, and one consistent
piece of feedback we got was that customers still consider Pizza Hut America’s Original
Pizza Company. So we decided it was time to really embrace our heritage,” says Radley.
It’s “celebrating a time period where Pizza Hut unequivocally reigned supreme, because
that’s where our future is headed.”

Translation: Pizza Hut wants to remind the world it’s the OG pizza chain, and was your
favorite long before Domino’s introduced those irresistible new cheese sticks. Of course,
this is the sort of hair-splitting push for authenticity that brands love to leverage.
Technically, Pizza Hut launched before its rivals in 1958, but competition wasn’t far
behind. Little Caesar’s opened in 1959, and Domino’s was founded in 1960. The biggest
newcomer in modern pizza, Papa John’s, arrived in 1984.

Regardless, Pizza Hut may be onto something by conjuring up its past. Many brands, from
Coca-Cola to Levi’s, play up their history to lure and retain loyal customers. It’s the
entire business strategy of the new TWA hotel at JFK Airport in New York. The question
is whether Pizza Hut’s vintage branding combines with the 2014 branding to confuse
customers more than it entices them—no matter how sinfully delicious that new pan pizza
is.

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 CHAPTER 4:- DATA ANALYSIS AND INTERPRETATION

is a process of inspecting, cleansing, transforming and modeling data with the goal of

discovering useful information, informing conclusion and supporting decision-making. Data
analysis has multiple facets and approaches, encompassing diverse techniques under a variety
of names, and is used in different business, science, and social science domains. In today's
business world, data analysis plays a role in making decisions more scientific and helping
businesses operate more effectively

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 ANALYSIS OF QUESTIONNAIRE:

1. AGE?

  

Serial No. Age NO. of respondents % of respondents

1 15-20 41 34.2%
2 21-30 41 34.2%
3 31-40 31 25.8%
4 41-50 1 0.8%
5 41-70 6 5%

Interpretation:

From above pie diagram we came to know that 34.2% respondents are age of up to15-
20,34.2% of the respondents are age of 21-30,25.8% of respondents are of age up to 31-40,
0.8% of the respondents are of age upto 41-50,5% of the respondents are of age upto 41-70

2. OCCUPATION?

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 Serial No. OCCUPATION NO. of respondents % of respondents
1 STUDENT 48 40%
2 HOUSEWIFE 24 20%
3 TEACHER 15 12.5%
4 SELF-EMPLOYED 23 27.5%

Interpretation:

From above pie diagram we came to know that 40% respondents are STUDENT,20% of the
respondents are HOUSEWIFE, 12.5%of respondents are of TEACHER,27.5%of the
respondents are of SELF-EMPLOYED.

3. GENDER?

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 Serial No. Gender NO. of respondents % of respondents
1 Male 73 60.8%
2 Female 47 39.2%

Interpretation:

From above pie diagram we came to know that 60.8% respondents are Male , 39.2% of the
respondents are Female

4. WITH WHOM DO YOU LIKE TO GO PIZZA HUT?

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 Serial No. PARTICULAR NO. of respondents % of respondents
1 FRIENDS 41 34.2%
2 FAMILY 42 35%
3 ALONE 23 19.2%
4 COLLEGUES 14 11.7%

Interpretation:

From above pie diagram we came to know that 34.2% respondents are OF FRIENDS, 35%
of the respondents are OF FAMILY,19.2% of respondents are OF ALONE, 11.7% of the
respondents are OF COLLEGUES

5. HOW OFTEN DO YOU GO TO PIZZA HUT?

55
 Serial No. PARTICULAR NO. of respondents % of respondents
1 ONCE A WEEK 18 15%
2 MORE THAN A 30 25%
WEEK
3 ONCE A MONTH 41 34.2%
4 VERY RARELY 41 25.8%

Interpretation:

From above pie diagram we came to know that 15%% respondents are OF ONCE A WEEK,
25% of the respondents are OF MORE THAN A WEEK, 34.2% of respondents are OF
ONCE A MONTH, 25.8%of the respondents are OF VERY RARELY

6. WHAT DO YOU LIKE THE MOST IN PIZZA HUT?

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 \

Serial No. PARTICULAR NO. of respondents % of respondents

1 FOOD 42 35%
2 AMBIENCE 34 28.3%
3 SERVICE 31 25.8%
4 HYGEINE 13 10.8%

Interpretation:

From above pie diagram we came to know that 35%respondents are OF FOOD , 28.3% of
the respondents are OF AMBIENCE, 25.8% of respondents are OF SERVICE, 10.8%of the
respondents are OF HYGEINE.

57
7. HOW DO YOU RATE THE SERVICE IN PIZZA HUT?

Serial No. PARTICULAR NO. of respondents % of respondents

1 VERY GOOD 39 32.5%
2 GOOD 46 38.3%
3 AVERAGE 28 23.3%
4 BAD 7 5.8%

Interpretation:

58
From above pie diagram we came to know that 32.5%respondents are OF VERY
GOOD,38.3%of the respondents are OF GOOD, 23.3%of respondents are OF AVERAGE,
5.8%of the respondents are OF BAD.

8. DO YOU THINK PIZZA HUT PROVIDES 100% PIZZA HYGENIC PRODUCT?

Serial No. PARTICULAR NO. of respondents % of respondents

1 YES 54 45%
2 NO 42 35%
3 CANT SAY 24 20%

Interpretation:

59
From above pie diagram we came to know that 45%respondents are OF YES, 35%of the
respondents are OF NO, 20%of respondents are CANT SAY.

9. HOW MUCH DO YOU SPEND IN PIZZA HUT?

Serial No. PARTICULAR NO. of respondents % of respondents

1 100-150 30 25%
2 150-200 27 22.5%
3 200-300 36 30%
4 300-400 27 22.5%

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Interpretation:

From above pie diagram we came to know that 25%respondents are OF 100-150, 22.5%of
the respondents are OF 150-200,30%of respondents are OF 200-300, 22.5%of the
respondents are OF 300-400.

10. WHICH FAST FOOD RESTAURANT DO YOU VISIT MOST FREQUENTLY?

Serial No. PARTICULAR NO. of respondents % of respondents

1 MCDONALDS 22 18.3%
2 PIZZA HUT 35 29.2%
3 KFC 32 26.7%
4 BURGER KING 22 18.3%
5 DOMINOS 9 7.5%

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Interpretation:

From above pie diagram we came to know that 18.3%respondents are MCDONALDS,
29.2%of the respondents are OF PIZZA HUT, 26.7%of respondents are OF KFC, 18.3%of
the respondents are OF BURGER KING, 7.5% of respondents are OF DOMINOS.

11. WHAT KIND OF PROMOTIONAL OFFERS YOU LIKE ON PIZZA?

Serial No. PARTICULAR NO. of respondents % of respondents

1 50%OFF 44 36.7%
2 BUY 1 GET 1 FREE 46 38.3%
3 COUPONS 14 11.7%
4 WEEK DAYS 16 13.3%
OFFER

Interpretation:

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From above pie diagram we came to know that 36.7%respondents are OF 50%OFF,
38.3%of the respondents are OF BUY 1 GET 1 FREE, 11.7%of respondents are OF
COUPONS , 13.3%of the respondents are OF WEEK DAYS OFFER.

12. WHAT IS THE MAIN PROBLEM YOU FACE IN PIZZA HUT?

Serial No. PARTICULAR NO. of respondents % of respondents

1 LONG QUEUES 49 40.8%
2 WRONG ORDER 41 34.2%
3 CROWDED 22 18.3%
4 BAD SERVICE 7 6.7%

Interpretation:

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From above pie diagram we came to know that 40.8%respondents are OF LONG QUEUES,
34.2%of the respondents are WRONG ORDER, 18.3%of respondents are OF CROWDED ,
6.7%of the respondents are OF BAD SERVICE.

CHAPTER 5 :-SUGGESTION & CONCLUSION

5.1 SUGGESTIONS

Following are the suggestions:

 As majority of the population surveyed said when they hear word Pizza, Pizza Hut
comes to their mind. Pizza Hut should focus on advertising other food products also
so that people come not only for burger but for other food items also.

 Pizza Hut should project itself as restaurant for every age of people instead of
focusing on one segment.

 As Pizza Hut has to compete with other MNC restaurants like Domino’s , KFC,
Subway and other local restaurants, it has to provide proper ambience, quality of food
and service with better and cheaper rate.

 There should be more varieties of food items in menu so that people should have all
the things in one place.

 More focus on hygiene and healthy food should be there so that people like to come
frequently.

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  There should be more new variety of Pizza in menu to attract more people.

 There should be more Pizza Hut outlet so that it should be within reach of people and
people come easily.

 There should be more advertising in different media so that there is awareness about
the Pizza Hut outlet.

5.2 CONCLUSION

Following are the CONCLUSION:

o Pizza Hut is a complete family restaurant in a real sense. It tries to provide customers
with full satisfaction. Pizza Hut offers its service in many countries offering wide
range of Pizzas and other food items by trying to fit in the market of that particular
country.

o Pizza Hut being a private sector, in order to thrive and excel, have to understand
about the expectations of customers.

o They also have to understand about their competitors and their nuances in
understanding their Customers.

Since Food Industry is a very competitive one it is high time for Pizza Hut to understand
about their Customers in pizzas and other products with good services.

65
5.3 FINDINGS:

Following are FINDINGS:

 This study although creditable suffers from some limitations which are as follows:-
 To find out the exact satisfaction level of the customers in respect of pizza hut it is so
because sample size may be a little less representative of the universe.
 All questions in the questionnaire were objective type and there were no extra choice
to the respondent.
 The survey might not be able to cover various issues raised by the consumers as the
views are fragmented and a small sample is not enough at all.
 Time and resources were major constraints which limiting the scale of the survey.
 Because of time constraint sample size was restricted to 120.
 Some respondents didn’t respond due to lack of time and other personal issues.
 Some were biased towards their brand, which might not be giving them good
services.
 Personality and conceptual differences were one of the part of limitation of the study.
It may be possible that the results from different researchers are different as they think
differently as they think differently and it may possible that they have different
perception about the research.
 Majority of the population surveyed has said when they hear word Pizza, Pizza Hut
comes to their mind

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  we came to know that people who like’s to vist are 40% of respondents are
STUDENT,20% of the respondents are HOUSEWIFE, 12.5%of respondents are of
TEACHER,27.5%of the respondents are of SELF-EMPLOYED

CHAPTER 6 :-BIBLOGRAPHY

6.1 QUESTIONAIRE:

1. ARE YOU ALL SATISFIED WITH PIZZA HUT?

a) HIGHLY SATISFIED
b) SATISFIED
c) NOT SATISFIED
d) HIGHLY UNSATISFIED

2. WITH WHOM DO YOU LIKE TO GO PIZZA HUT?

a) FRIENDS
b) FAMILY
c) ALONE
d) COLLEGUES

3. HOW OFTEN DO YOU GO TO PIZZA HUT?

a) ONCE A WEEK
b) MORE THAN ONCE A WEEK

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 c) ONCE A MONTH
d) VERY RARELY

4. WHAT DO YOU LIKE THE MOST IN PIZZA HUT?

a) FOOD
b) AMBIENCE
c) SERVICE
d) HYGIENE

5. HOW DO YOU RATE THE SERVICE IN PIZZA HUT?

a) VERY GOOD
b) GOOD
c) AVERAGE
d) BAD

6. DO YOU THINK PIZZA HUT PROVIDES 100% PIZZA HYGENIC PRODUCT?

a) YES
b) NO
c) CANT SAY

7. HOW MUCH DO YOU SPEND IN PIZZA HUT?

a) 100-150
b) 150-200
c) 200-300
d) 300-400

8. WHICH FAST FOOD RESTAURANT DO YOU VISIT MOST FREQUENTLY?

a) McDONALD'S
b) PIZZA HUT
c) KFC
d) BURGER KING
e) DOMINOS

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9. WHAT KIND OF PROMOTIONAL OFFERS YOU LIKE ON PIZZA?
a) 50% OFF
b) BUY ONE GET ONE
c) COUPONS
d) WEEK DAYS OFFER

10. WHAT IS THE MAIN PROBLEM YOU FACE IN PIZZA HUT?

a) LONG QUEUES
b) WRONG ORDER
c) CROWDED
d) BAD SERVICE

11. HOW DO YOU RATE THE SERVICE PROVIDED BY THE EMPLOYEES OF PIZZA
HUT?
a) EXCELLENT
b) GOOD
c) FAIR
d) POOR

6.2 REFERENCES:

BOOKS

 PRINCIPLES OF MARKETING by PHILIP KOTTLER

 S.P.Sharma, Quantitative Methods,first edition:2005

 C.B.Gupta Schiffmen, Consumer Behaviour, fifth edition2007

WEBSITE

 www.pizzahut.com
 www.wikipedia.com

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 www.hindustantimes.com
 www.about.com
 www.fastfood.com
 Scholar.google.com
 https://www.google.com/search?
q=pizza&sxsrf=ALeKk00nLVRxJQfOqgLdCkWH6I13t80wyw:1599851753880&sou
rce=lnms&tbm=isch&sa=X&ved=2ahUKEwi2ru6b6OHrAhVe7XMBHcW6CVQQ_
AUoAXoECBwQAw&biw=1366&bih=631

THANK YOU !!

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