ACKNOWLEDGEMENT

All acclamation to Allah who has empowered and enabled me to

accomplish the task

Successfully first of all I would like to thank our Allah Almighty who
really helps me in every problem during the project. I would like to
express my sincere and humble gratitude to Almighty who’s
Blessings, help and guidance has been a real source of all my
achievements in my life.

I would like to admit that I completed this project due to parents who
pray for my success.

I also wish to express my appreciation to my supervisor Muhammad

Younas who helps me a lot and introduce me to new dimension of
knowledge.
 DEDICATION

My project is dedicated to my beloved Parents, teachers,

brothers, sister and all of my well wishers.

Outlines

What is Business Research

Data and its types
Objectives of Decision Making
Elements of Decision Making
Relevant costs of Decision Making
 Future
 Incremental
 Cash Flow
 Other Terms
Opportunity Cost
Practical Study at Unilever Limited
Introduction of Unilever Limited
Products Units
Costing Department
SWOT Analysis
Reference
What is Business Research?

‘Research’ has been defined in a number of ways, depending upon peculiar

interests and demands of the researcher, his professional training and skills and,
of course, the nature of the problem being examined or analysed. In this sense,
there is no one standard definition of research (same is true of the dictionaries
defining research). Similarly, there is no one way of doing research. Research
can be done in numerous ways, from chronological to descriptive to analytical,
from qualitative to quantitative, from explanatory to predictive, from exploratory to
evaluative (cost - benefit analysis) to instrumental and action-oriented, to
theoretical to applied research. There is a whole variety of research possible.

In a similar vein, the term ‘methodology’ has been defined in various ways,
indeed ‘normatively’ and ‘structurally’. Normatively, it has been defined in the
sense of theory of knowledge (epistemology) or philosophy of science. The
dominant theory, of course, is ‘logical positivism’, a philosophical tradition that
holds that all ‘facts’ are derived from ‘experience’, defined minimally in terms of
senses, and that all knowledge is based on experience. Judgments of ‘values’
cannot be accepted as knowledge.

The main argument of the empiricists as a whole remained, as always, their

emphasis on experience, empirical experience. That is, an experience brought
forth by facts which could be ‘observed’ and ‘verified’. In operational terms today,
it means identification of the problem (research problem), formulation of
hypotheses (the relation of ‘independent’ variables to one or more ‘dependent’
variable/s), collection and analysis of data to test the variables in a measurable
relation, rejection or validation of hypotheses suggesting a relationship (ideally
‘causal’, that is, ‘cause and effect relationship’), and generalization of the findings
or conclusions into a ‘theory’, ‘model’, ‘system’, or an ‘approach’. This process of
inquiry that tests against reality in a disciplined manner, with each step in the
process quite explicit and integral, is described as the ‘scientific’ method, or,
more specifically, the ‘empirical method’ (after the empiricists).
 DATA & IT TYPES

Data are facts, figures, enumerations and other materials, past and present,
serving as basis for study and analysis; they are raw material for analysis;
provide basis for testing hypothesis, developing scales and tables

Data help researchers draw inferences on specific issues/ problems

Quality of Findings depend on relevance, adequacy and reliability of data

Types of Data (not in Statistical sense)

1. Personal data (individual as a source)

 Demographic and Socio-economic characteristics

 Behaviour variables
 Attitude, behaviour, opinions
 Awareness, preferences, knowledge
 Practices, intensions

2. Organizational data (organizational sources)

 Archives
 Manuscript library
 Museums
 3 Territorial data
 Economic structure, occupation pattern

METHODS AND TECHNIQUES OF DATA COLLECTION

Secondary data

 How to Scrutinize
 Published & unpublished
 Methods where used
A. Meta analysis
B. Historical method
C. Content analysis
D. Informetrics
E. Use studies

Primary Data

A. Records and relics

B. Observation
C. Experimentation
D. Simulation
E. Ask people orally
F. Ask people in writing

5
 G. Panel study
H. Projective techniques
I. Sociometry
J. Case study
• Interview / Depth interview / schedule
• Mail Survey / questionnaire
• Mechanical devices

How to collect data?

I. Use existing data

Already collected by someone else for different / general purpose
(paper method) i.e,

Secondary data

 Published or unpublished
 Retrospective panel study
 Letters
 Unpublished biographic / autobiographics
 Library statistics
 Raw data like invoices / log data for expenditure & use of data
bases
 Published directories for (i) study funding for research activities
(ii) statistics about publishing industry
 Published reports of UN, world bank, IMF, WHO, ILO etc.

Use Secondary data

 As supplementary data
 For reference purpose
 As bench marks (for comparison)
 Rarely as sole / main source

Advantages

 Quick
 Cheap
 Wide coverage (space and time)
 Broad database leading to generalizations
 Cross check Primary data

Disadvantages

 Suitability
 Up-to – dateness
 Accuracy
 Availability and accessibility

6
 Scrutinize Secondary data for

1. Reliability
 Who collected (possible bias)
 From what sources
 Which methods
 What time
 What accuracy

2. Suitability
 Definition of terms
 Units of measurements
 Objective, scope and nature of survey
3. Adequacy
 Level of accuracy
 Narrower or wider than present study
 Completeness in terms of methodology and sampling
design

Types of Secondary data

1. published (literature0
2. Unpublished

- Diaries
- Letters
- Unpublished biographic

A Meta analysis

- Analysis of several analyses

- A way of extracting meaningful (statistical) information /

data from lots of small studies (trials).

B. Historical Method
- Systematic and objective location, evaluation and
synthesis of evidence order to establish facts and draw
conclusions about past events
- Deals with the evidence of man’s past acts and thoughts
- Attempts to test the truthfulness of the report of
observations made

7
PRIMARY SOURCES FOR HISTORICAL RESEARCH

1. Remains or relics
- Skeletons, fossils, weapons, tools, utensils, buildings,
pictures, furniture, coins, etc.

2. Items that have direct physical relationship with the event being
reconstructed, i.e. written and oral testimony
- annuals, archive catalog, chronicle
- deeds, legend, manuscript, memoir, register etc
- museums

C. Content analysis ( a quantitative method)

-Both for collection and analysis of data
-Developed in USA for communication research
-Useful for historical research

Definition:-

• A quantitative analysis of contents of written documents, i.e a

multipurpose research method meant specially for investigating a broad
spectrum of problems in which the contents of communication serve as
a basis of inference

• Transforms verbal, non quantitative document into quantitative data

• Systematic and quantitative description of manifest contents of

communication

DATA COLLECTION THROUGH EXPERIMENTATION ON THE SUBJECT

EXPERIMENTATION (& OBSERVE)

• Basic design of logical proof to test hypothesis with three basic

principles:-

- Replication –Repeated Several times

- Randomization – protects extraneous factors of chance

- Local Control – Deliberate wide variability to measure and

eliminate error

• Helps finding causal relationship between variables

• Employs a set of control and experimental groups

• Administration treatment / stimuli

8
 • Controlled observation of change / deviation in variables (Adequate
control is the essence => reduce bias increases reliability

Types:

• Lab experiments
• Field experiments – A real life situation

Simulate the condition

Simulation (& observe)

• Cheaper and suited to systems with interrelated and interdependent

components

Types:

• Man simulation (role / game playing)

• Computer simulation
• Man-computer simulation
• Used in war strategies, behavioral, political economics and business
problems

Applications

• Earliest use involved work counts and usage rates of words (i)
throw light on authenticity of a source document (ii) drawing inference
about inner emotional states (e.g. anxiety)

• Personality traits from logical and cognitive characteristics of

verbal communication

• Aspects of culture and cultural change probe hypothesis pertaining to

the contents of material e.g themes of most contemporary best –selling
novels are based primarily upon sex or violence”

• Identify activities characterized as sex or violence

• Quantitatively analyses the themes (content)

• Test the hypothesis

• Hypothesis testing is facilitated when a comparison is sought in

a study between or among elements of various documents role of mass
media in moulding public opinion

• Stand of newspapers on current issues

9
• Philosophy of saints, leaders, authors etc

• Themes and values of novels and short stories

• Socio-cultural life in ancient times

• Measuring behaviour variables like need, values, attitudes,

authoritarianism, creativity, etc through analysis of both available
materials and deliberately created materials of protective type

• Propaganda technique (marketing)

• Literary style, concepts or beliefs of writers

10
 EXECUTIVE SUMMARY
During the past four decades Pizza Hut has built a reputation for excellence
that has earned the respect of consumers and industry experts alike. Building
a leading pizza company ahs required relentless innovation, commitment to
quality and dedication to customer service and value. The qualities of
entrepreneurship, growth and leadership have characterized Pizza Hut’s
business through more than four decades of success. Through the strength of
its heritage, its culture and its people and franchisees, pizza hut looks forward
to more success in future.

There are different objectives of every organization. In order to achieve these

objectives different targets are set. Targets pass down the hierarchy
depending on the nature of the business. Therefore, in order to achieve the
objectives, management decides on different strategies. These strategies are
divided into many sub-parts and are useful for the running of the business. The
employees and the management know what they have to achieve through the
targets which have been set to them and the strategies they have adopted
help them know the way they will achieve the objectives. Similarly, Pizza Hut
has different targets set to them and they have adopted different strategies to
successfully achieve the targets set to them and they have adopted different
strategies to successfully achieve the targets set. These targets are set by the
RSC i.e. the restaurant support centre in Karachi. These targets are passed on
to the RGM (restaurant general manager) and he passes them to the
workforce. These targets fall within the organizational structure in which there
are many people who have different targets to achieve. In order to successfully
achieve the targets they need to co-operate and work in a friendly
environment.

11
History of Pizza

About pizza, some will tell you Italy. That’s wrong. What you know as Pizza
came into vogue around the time of Napoleon and the French revolution
Italians, known to be lovers of fine food and wines perfected and imported this
terrific dish to America. Form here it quickly endeared itself to mass production
and re-export to the rest of the world. Bon appetite

Introduction and history of Pizza Hut

The legacy of pizza hut began in 1958, when two collage student from Wichita
kankas, frank and Dam carney, were approached by a family friend with the
idea of opening a pizza parlor. Although the concept was relatively new to
many Americans at that time, the brother quickly shows the potential of this
new enterprise.After borrowing $600 from their mother, they purchase some
second hand equipment & rented a small building on a busy intersection in
their home town. The result of their entrepreneur efforts was the first pizza hut
restaurant and the foundation for what would become the target and most
successful pizza restaurant company in the world.Over the post for decades
they have built a reputation for excellence that has earned them the respect of
consumers and industry experts a like, their products have boon voted number
one in the countless consumer surveys patrimonies and their
accomplishments as an innovative business leader have been cited by such
respected publications as restaurant business. Pizza hut a division of Tricon
Global Restaurant has more than 7200 units in the US and 3000 units in more
than 86 other countries. What did it take to build successful business of that
magnitude? To took hard work, to be sure, and it took a commitment to quality
and a dedication to serine and value. But perhaps as much as anything. It took
the qualities of entrepreneurship, growth and leadership which have
characterized our business through nearly four decades of success.

12
 MISSION STATEMENT

We take pride in making a perfect pizza and providing courteous and helpful
service on time all the time. Every customer says, “I” II be back!”

We are the employer of choice offering team members opportunities for

growth, Advancement, and rewarding careers in a Fund, safe Working
Environment.

P.E.A.R.L.S

• Passion for excellence in Doing everything

• Execute with positive energy and urgency.
• Accountable for growth in customer satisfaction and profitability
• Recognize the achievement of others and have fun doing it.
• Listen and more importantly, respond to the voice of the customer.

13
Major Competitors of Pizza Hut

• Domino’s
• McDonald
• KFC
• Taco bell

Recently pizza hut declared that they capture 40% market share among pizza
hut industry in whole world.

Five Major Product of Pizza Hut

• Pan Pizza
• Thin ‘ N Crispy Pizza
• Hand –tossed style Pizza
• Stuffed Crust Pizza
• Yorker Pizza

Recently pizza hut introduced new pizza in market i.e. Damini Strips Pizza

Products of Pizza hut which prefer more in Islamabad

• Double Cheese
• Country fest
• Exotica
• Veg.supreme

In Islamabad city double cheese pizza has big market than any other
products of Pizzahut.

14
 BRIEF VIEW ON THE TOPIC

Customer satisfaction:

Satisfaction is the level of a persons felt state resulting from comparing a

products performance in relation to the persons expectations. Thus the
satisfaction level is a function of the difference between perceived performance
and experience one of three broad levels of satisfaction. If the performance falls
short of expectations, the customer is dissatisfied. If the performance matches
the expectation, the customer is satisfied. If the performance exceeds
expectation, the customer is highly satisfied, pleased, or delighted.

METHODS OF TRACKING AND MEASURING CUSTOMER

Satisfaction:

A company tools for tracking and measuring customer satisfaction range from the
primitive to the sophisticated. Customer satisfaction they are creating.

i. Complaint and suggestion systems

ii. Customer satisfaction surveys
iii. Ghost shopping
iv. Lost customer analysis

Complaint and suggestion systems:

A customer-centered organization would make it easy for its customers to deliver

suggestions and complaints. Many restaurants and hotels provide forms for
guests to report their likes and dislikes. A hospital could place suggestion boxes
in the corridors, supply comment cards to exiting patients, and hire a patient
advocate to handle patient grievances. These information flows provide these
companies with many good ideas and enable them to act more rapidly to resolve
problems.

Customer satisfaction survey:

A company must not conclude that it can get a full picture of customer
satisfaction and dissatisfaction by simply running a complaint and suggestion
system. Studies show that customers are dissatisfied with one out of every four
purchases and less than 5% of dissatisfied customers will complain. As a result
customer will shift to other organization.

15
Therefore, companies cannot use complaint levels as a measure of customer
satisfaction. Responsive companies obtain a direct measure of customer
satisfaction by conducting periodic surveys. They send questionnaires or make
telephone calls to a random sample of their recent customers to find out how
they feel about various aspects of the company’s performance. They will also
solicit buyers’ views on their competitors’ performances.

Ghost shopping:

Another useful way to gather a picture of customer satisfaction is to hire persons

to pose as potential buyers to report their findings on strong and weak points
they experienced in buying the company’s and competitor’s products. These
ghost shoppers can pose certain problems to test whether the company’s sales
personal handle the situation well.

Lost customer analysis:

Companies should contact customers who have stopped buying or who have
switched to another supplier to learn why this happened. This will help them to
known and tackle their weak point. Thus companies give due weight to customer
satisfaction because in today’s competition if the customer are not given
importance then it sure that the company will plummet to the bottom rock..

Problem Definition

To find out problem is the first stage of the research process. It represents
translating the management problem into research problem. It is right said, “a
problem well defined is half – solved.” Problem identification, from the
researcher’s point of view, represents translating the management problem into
research problem. It is notices that pizza hut company has adopted various
schemes to satisfy their customer satisfaction is a special part of any marketing
research, without it you can’t complete your research. By studying consumer
satisfaction level of the customers, the marketers can easily come to know about
the needs of various types of customers and accordingly he can satisfy them.
Therefore, the research requires, “the comparative study on customer’s
satisfaction level with special reference to Islamabad city. The solution will be
helpful the analyzer to find out the current satisfaction level for the pizza of pizza
hut.

OBJECTIVE

• To know the satisfaction level of customer on pizza of pizza hut.

• To know which type of taste customer likes in pizza.
• To know the visit of customer in a week of pizza hut.

16
LIMITATION

• The survey was conducted within the limited time frame; so few
shortcomings may be expected.
• The respondent’s personal bias may be another factor, which is
uncontrollable.
• The finding of the survey is strictly based on the responses of the
respondents. it is difficult to find the euthenics be true, so we are
assuming them to be true.

SIGNIFICANCE OF THE STUDY

• The study is helpful to company for knowing that how many persons are
satisfied with pizza of pizza hut.
• Company can make the product better as per customer suggestion.
• During study researcher get large experience and introduced himself in
front of new people.

RESEARCH METHODOLOGY

GENERAL INTRODUCTION

Research in common parlance refers to a search for knowledge. One 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. The
advanced learner’s dictionary of current English lays down the meaning of
research as “a careful investigation or inquiry specially through search for new
facts in any branch of knowledge.” Redman and moray define research as a
“systematized effort to gain new knowledge.” Some people consider research as
movement, a movement from the know to unknown to unknown. It is actually a
voyage of discovery. The Webster’s international dictionary proposes a very
inclusive definition of research as “a careful, critical inquiry or examination in
seeking facts or principles; diligent investigation in order to ascertain something.”

Research, stated otherwise, is a systematic attempt to push back the bound of

comprehension and seek beyond the horizons of our knowledge some “truth” or
some reality, shrouded in a subtle why and consequently, to keep on extending
as also consolidating these horizons without end.According is an academic
activity and as such them term should be used in a technical sense. According to
Clifford woody research comprises defining and redefining problems, formulating
hypothesis or suggested solutions: collecting, organizing and evaluating data,
making deductions and reaching conclusions; and at last carefully testing the
conclusions to determine whether they fit the formulating hypothesis.D.

17
Slazenger and m. Stephenson in the encyclopedia of social sciences define
research as “the manipulation of things, concepts or symbols for the purpose of
generalizing to extend, correct or verify knowledge, whether that knowledge aids
in construction of theory or in the practice of an art.”Research is thus, an original
contribution to the existing stock of knowledge making for its advancement. It is
pursuit of truth with the help of study, observation, comparison and experiment.
In short, the search for knowledge through objective and systematic method of
finding solution to a problem is research. The systematic method approach
concerning generalization and the formulation of a theory is also research. As
such the term ‘research’ refers to the systematic method consisting of
enunciating the problem, formulating a hypothesis, collecting the facts or data,
analyzing the facts and reaching certain conclusions either in the form of
solutions towards the concerned problem or in certain generalizations for some
theoretical formulation. Research can be either applied research or fundamental
research. Applied research aims at finding a solution for an immediate problem
facing a society or an industrial/business organization whereas fundamental
research is concerned with generalization and with the formulation of a theory.

The problem considered by me in the present study is “Determining the customer

satisfaction regarding pizza of pizza hut. in Islamabad city.”

The research implies the way the companies are being affected in terms of
customer services and satisfaction and profitability due to the lack of certain
innovative measures. I have used the following research design for carrying out
the research for this particular study.

SAMPLING

As for purpose of research I have selected the random sampling. All items in any
field of inquiry constitute a ‘Universe’ or ‘Population’ A complete enumeration of
all items in the ‘population’ is known as a Census inquiry. When field studies are
undertaken the respondents selected should be such that is a miniature cross-
section of the total population representing the total population. The survey.
Thus, the method consisting of the selecting for study a position of the ‘Universe’
with view to drawing conclusion about the ‘Universe’ or ‘population’ is known as
sampling. It may be defined as selection of some part of an aggregate or totality
based on which judgments or inference about the aggregate or totality made.

SAMPLE DESIGN

A sample design is a definite plan for obtaining a sample from a given population.
It refers to the technique the researcher would adopt in selecting items for the
sample. Sample design is determined before data are collected. Researcher
must select a sample design, which should be reliable and appropriate for his

18
research study. In the present research the researcher has paid attention to the
following points.

A. Sampling Frame

The elementary units or group clusters of such unit may be the basis of
sampling process in which the case they are called as sampling units. A
list containing all such sampling units is known as sampling frame. Thus
sampling frame consists of a list of item from which the sample is to be
drawn. The sample frame fro this research constitutes all the customers
and non customers who may well be eating the pizza of pizza hut.

B. Sampling unit
A decision has to be taken concerning a sampling unit before selecting
sample sampling unit may be a geographical one, a construction unit, a
social unit or it may be an individual. The sample unit for this research
constitutes the organization that is the sole dealer and distributor of pizza
of pizza hut.

C. Sample Size
The size of sample refers to the number of items to be selected from the
universe to constitute a sample. This is a major problem to be faced by a
researcher. The size of the sample should neither be excessively large,
nor too small. It should be optimum. Now an optimum sample is one,
which fulfills the requirement of efficiency, representative ness, reliability
and flexibility. The sample for the purpose of the present training project
constitutes 250 customers and non customers i.e., respondents. I have
derived the sample size of 250 respondents by adopting the given below
formula and calculation:-

pq (Z/E)2
= 0.80 X 0.20 (1.96/0.05)2
= 0.16 (39.2)2
= 245.84
= 250 (randomly)
D. Sampling Error
Sampling error are the random variations in the sample estimates around
the true population parameters. They occur randomly and are equally
likely to be in either direction, their nature happens to be of compensatory
type and expected value of such errors happens to be equal to zero. Other
characteristic is that the sampling error tends to decrease with the
increase in the size of the sample.

19
 RESEARCH TOOLS

The task data collection begins after the research problem has been defined.
There are basically two types of data:

• Primary data

• Secondary data

PRIMARY DATA

Primary data are those, which collected a fresh and for the first time, and thus
they are original data. The various methods of collecting of primary data are:-

• Observation method
• Interview method
• Questionnaire method

Observation Method

Observation becomes a scientific tool and the method of data collection for the
researcher, when it serves a formulated research purpose, is systematically
planned and recorded and is subjected to checks and controls on validity and
reliability. Under the observation method, the information is sort by way of
investigator’s own direct observation without asking the respondent.

Interview Method

The interview method of collecting data involves presentation of oral verbal

stimuli and reply in terms of oral verbal responses. This method can be used
trough personal interviews and if possible through telephonic interviews.
Telephonic interviews are used to collect the information from the customers.

Questionnaire Method

This method of data collection is popular and particular in case of inquiries.

Private individuals, research workers, private and public organization and
government, are adopting it. In their method the questionnaire is sent to all the
persons concerned with a request to answer the questionnaire and return it. A
questionnaire consists of number of questions typed or printed in a definite order.
The researcher draws the inferences for the research the questionnaire. A

20
schedule questionnaire with multiple choice questions was designed which were
both open ended as well as closed ended questions.

SECONDARY DATA

Secondary data are those, which have been already collected by someone else
and which have been passed through statistical process. For the purpose of
conducting this research, I have used various secondary data such as: -

• Books
• Articles, Newspaper
• Websites

DATA COLLECTION THROUGH EXPERIMENTATION AND SIMULATION

GENDER WISE ANALYSIS

Gender Respondent %
Male 188 62.67%
Female 112 37.33%
Total 300 100%

400
respondent

300 Male
200 Female
100 Total

0
Respondent %
male female

21
COMMENT: - the above chart shows that 62.67% are male respondent & 37.33%
are female.

AGE WISE ANALYSIS

Age Respondent %
Below 18 48 16
18-25 106 35.33
26-35 49 16.33
36-45 52 17.34
46-55 27 9
Above 56 18 6
Total 300 100%

agwise analysis
Respondent

150
100 Respondent
50 %
0
18

5
-3

-5
w

26

46
lo
Be

age

Comment:-the above char clearly indicate that the teenagers and age between
18-26 are more interested to visit Pizza Hut

22
 Occupation wise analysis

Occupation Respondent %
Student 109 36.33
House wife 12 4
Professional 48 16
Employee 44 14.67
Businessman 87 29
Total 300 100

Occupationwise analysis

Total 100
300
Businessman 29
87
Occupation

Employee 14.67
44 %

Professional 16 Respondent
48
House w ife 4
12
Student 36.33
109

0 100 200 300 400

Respondent

Comment:- it shows that businessman & student are visited more than any
others.

23
 Income wise analysis

Income Respondent %
2501-5000 3 1
5001-7500 14 4.67
7501-10000 63 21
10001-15000 53 17.6

Above 15000 167 55.67

Total 300 100

Income Wise Analysis

2501-5000
5001-7500
7501-10000
10001-15000
Above 15000
Total

Comment: - the above graph indicated that people with above 15000 income is
big segment of pizza hut.

FREQUENTLY EATING ANALYSIS

Time Respondent %
<=2 193 64.33
3 to 5 68 22.67
More than 5 39 13
Total 300 100

24
 Fre que ntly Eating analysis

200
Re s ponde nt 100
0
<=2 3 to 5 More Respondent
than 5
Tim e

Comments:- the above chart shows that generally people visit pizza hut less two
times in a month

ANALYSIS OF AFFECTING FACTION IN BUYING

Factors Respondent %
Quality 209 69.67
Customer Care 34 11.33
Delivery 40 13.33
Services
Packing 17 5.67
Total 300 100

25
 Analysis for affecting factors in buyers

Packing 17

Delivery
40
Services
Respondent
Customer
34
Care

Quality 209

0 50 100 150 200 250

Comment:- it shows that consumer of pizza hut always desire quality than any
other factor.

ANALYSIS WHERE EATING PIZZA

Place Responden %
t
Restaurant of pizza hut 189 63
Home 67 22.33
Parties 30 10
Others 14 4.67
Total 300 100

26
 analysis where eating pizza

Others

14
place
Parties

30
Hom e

67

189
Restaurant of pizza hut

0 50 100 150 200

Respondent

Respondent

Comment:- the above graph indicate that people likely to it pizza restaurant of
pizza hut.

DISSATISFACTION CHART

Satisfaction Responden %
t
Yes 33 11
No 267 89
Total 300 100

Dissatisfication Chart

300
Respondent

200
Respondent
100

0
Yes No
Dissatisfication

27
Comment:- above chart shows that people are rarely dissatisfied to pizza hut.

ANALYSIS OF LIKING OF THE SERVICE

Linking of Respondent %
Service
Yes 289 96.33
No 11 3.67
Total 300 100

anaylsis of liking of the service

liking service

No
11

289

Yes

0 100 200 300 400

Respondent

Respondent

Comment: - above chart shows that 96.33 % respondents are satisfied with the
services of pizza hut providing.

Occupation <=2 3 to 5 >= 5 Total

Student 24 29 7 60
House wife 6 6 0 12
Professional 37 19 14 70
Employee 46 16 2 64
Businessman 69 22 3 94
Total 182 92 26 300

28
 Occupation vs Frequently Eating

Businessm an

Occupation
Em ployee
Professional
House w ife
Student
>= 5
0 20 40 60 80 3 to 5
Respondent <=2

Comment:- above chart shows that businessman and professional more time go
for frequently eating.

29
 ANALYSIS OF LIKING OF THE SERVICE

Linking of Respondent %
Service
Yes 289 96.33
No 11 3.67
Total 300 100

analysis of liking of services of pizza

300
Respond 200
ent 100
Respondent
0
Yes No
liking

Comment:- the above chart shows that 96.33% respondents are like the
services of pizza hut.

ANALYSIS OF OTHER MAJOR RESTAURANT WITH

PIZZA HUT ABOUT LIKING FACTOR

Restaurant Responden %
t
Pizza hut 192 64
Smoking Joes 47 15.67
Sugar ‘n’ spice 21 7
City Corner 15 5
Others 25 8.33
Total 300 100

30
 analysis of other major resturant with
pizza hut about liking factor
25, 8%
15, 5% Pizza hut
21, 7% Smoking Joes
Sugar ‘n’ spice
47, 16%
192, 64% City Corner
Others

Comments:- the above chart shows that pizza hut is top in Islamabad for giving
best quality than other restaurant.

ANALYSIS OF TESTING BETTER PIZZA

THAN PIZZA HUT

Restaurant Respondent %
Yes 97 29
No 213 71
Total 300 100

analysis of testing better pizza than

pizza hut
better test

213

No

Yes
97

0 50 100 150 200 250

Respondent

Respondent

31
Comments:- above chart show that 29% people test better pizza than pizza hut
and others 71% are never test better pizza than pizza hut.

OCCUPATION VS LIKING PIZZA

Occupation Yes % No %
Student 107 35.67 14 4.67
House wife 15 5 4 1.33
Professional 61 20.33 7 2.33
Employee 39 13 5 1.67
Businessman 40 13.33 8 2.67
Total 262 87.33 38 12.67

Occupation Vs liking pizza

Businessman 8
40
Occupation

Employee 5
39
Professional 7
61 No
House wife 4
15 Yes
Student 14
107

0 50 100 150

Respondent

Comments:- above chart indicate that student prefer pizza more than any other
so student is a big segment of pizza hut.

32
 INCOME VS PREFERENCE PRODUCT

Income Double Countr Exotica Veg.suppe Other Total

Chees y fest s
e
Above- 51 25 14 9 8 107
15001
10001- 24 31 5 12 11 83
15000
7501-10000 14 18 15 14 6 67
5001-7500 3 7 12 18 3 43
Total 92 81 46 53 28 300

Income Vs preference product

Preference product

Others
5001-7500
Veg.suppe
7501-10000
Exotica 10001-15000
Above-15001
Country fest

Double

0 20 40 60
Respondent

Comment;- generally people are choosing pizza according to their income level.
People with income of above 15000 are choosing double cheese pizza most.

33
 INCOME VS BUYING AFFECTED FACTOR

Income Quality Price Customer Delivery Packing

Above- 55 3 17 29 3
15001
10001- 28 9 28 12 6
15000
7501-10000 23 17 15 8 4
5001-7500 15 18 5 2 3
Total 121 47 65 51 16

Income Vs Buying affected factor

Packing
Buying affected factor

Delivery
5001-7500
Customer 7501-10000
10001-15000
Price Above-15001

Quality

0 10 20 30 40 50 60

Respondent

Comments:- the above chart shows that quality is the highly affected their
buying.

34
 HYPOTHESIS TESTING
I have taken 20 sample before survey for pilot study in which 14 respondents are
satisfied about pizza of pizza hut and 6 respondents does not satisfied about
pizza of pizza hut.

P = 0.75
Q = 0.25

I have taken 300 sample size for survey, I have found 289 respondents are
satisfied. And 11 respondents do not satisfy.

n = 300
p = x/n
= 289/300
= 0.96

Z cal. = | p-P |
√PQ/n
= |0.96 – 0.75 |
√0.75 x 0.25/300

= 0.21
√0.025

Z cal.= 8.4
Z cal.> 1.96 so, we reject null hypothesis

FINDING

 People from GHOD DOD road are often visit pizza hut in month.
 General visit pizza hut less than two times in month.
 Male consumers are visit pizza hut more than female consumers.
 A people with high income (more than 15000) visited pizza hut more.
 Generally people with businessman+ and professional visit more than
employee.
 People refer quality more than delivery, service & packaging.
 Students are more prefer pizza from pizza hut.
 In surat city very few time people test better pizza than pizza hut.
 People are satisfied about the services of pizza hut.
 People prefer pizza from pizza hut more than other restaurants.
35
 In Surat city smoking Joe’s is the biggest competitor of pizza hut.
 In international market domino’s is the biggest competitor.

36
Recommendation

Recommendation according to consumer of pizza hut.

• In Islamabad city many of consumers prefer non.veg pizza also and

some of them suggest that pizzahut should start non.veg in separate
restaurants.

• Students are likely to visit pizzahut in morning time also they suggest
that you should open restaurant in morning time like 9 a.m. to regular
time.

• Regular consumer of pizzahut always wait for new product of pizza hut,
so some of them suggest that you should launch new product time to
time.

• Your biggest customers are age between 17 to 30, so always care

about it.

• Some regular customers of pizzahut suggest that you should give

some complementary to your customers at festival

• Some well wisher of pizzahut suggest that you should arrange party for
your regular consumer and also participating in social work also so you
can build up new image in the city.

37
 SWOT Analysis

Strengths

• Largest producing company of consumer products in

Pakistan
• Enjoying economies of scale
• Good will in the market
• Strong financial position
• Some of its brands have become the generic name for
those products as Dalda in ghee & surf in detergents
• Market leader in tea industry with Lipton & Brook Bond
• Capture 70 percent market share of ice cream industry
• Highly sales brands in skin care i.e. Ponds and Fair &
Lovely
• Have Strong distribution channel in Pakistan
• Wide product line in home wash

Weakness

• High rates of skin care products

• Ratio of success of new product is low

38
 • Huge inventory stocks of raw material and finished goods
• Few new products are introduce in the market

Opportunities

• Capturing food industry by acquiring Raffan Best Foods

• Wide scope of confectionery business for Unilever
• Unilever is looking to acquire Tapal tea　

39
Threats

• Facing tough competition in Ghee and Cooking Oil

• Facing tough competition in ice cream.
• Unilever is facing a very tough competition in personal care
and detergents by P&G
• There is very tough competition in detergents and soap
markets
• High inflation rate is increasing the cost of imported raw
material day by day

References

• www.google.com
• www.wiki.com
• Cost Accounting Planning and Control 7th Edition

Matz Usry

40