Project Dissertation Report

A STUDY ON MARKETING STRATEGIES OF

PIZZA HUT IN DELHI

Submitted By:
SAURABH NIRMAL

2K18/MBA/099

Under the Guidance of:

Dr. DEEP SHREE

(Assistant Professor, Delhi School of Management, DTU)

DELHI SCHOOL OF MANAGEMENT

DELHI TECHNOLOGICAL UNIVERSITY

Bawana Road, Delhi-110042

2019-2020
 STUDENT’S DECLARATION

This is to certify that I have completed the research project titled A study on marketing
strategies of PIZZA HUT in Delhi .

This work was done under the guidance of Dr. Deep Shree in the partial fulfilment of the
requirement for the award of the degree of Masters of Business Administration from
Delhi School of Management, Delhi Technological University .

It is also certified that the project of mine is an original work and the same has not been
submitted earlier elsewhere.

Saurabh Nirmal

2K18/MBA/099
 Certificate from Mentor

Date:

TO WHOMSOEVER IT MAY CONCERN

This is to certify that the Major Research Project Report, Titled A study on Marketing
Strategies of Pizza Hut in Delhi submitted by Mr. Saurabh Nirmal as partial fulfilment of
requirement of the two year MBA – Marketing and Supply Chain Management course is a
bonafide work carried out by the student at our Institute.

This Major Research Project Study is his original work and has not been submitted to any
other University/Institute.

Signature

Name: Dr. Deep Shree

Designation: Assistant Professor

 Acknowledgment

After weeks of deliberation, research and perseverance, this report has finally reached a
successful conclusion. I would like to express my appreciation and acknowledge the support
and guidance provided to me over the course of preparation of this report.

I am highly indebted to Marketing Department of Delhi School of Management for giving me

the excellent opportunity to work closely with experienced professionals from the field.

I express my gratitude to all the professors of Delhi School of Management for willingly
helping me out while I was still pondering over the subject matter for the report.

My sincere thanks to Dr. Deepshree for mentoring me over the course of this report, and for
helping me take this report to its completion. Without her guidance this report would not have
reached its fruition. Her guidance, knowledge and insights have proved to be invaluable to
this text.

Last, but not the least, I would like to thank my family for their endless encouragement and
patience.
 Executive Summary

Organization growth and improvement is influenced from its marketing strategies. It is vital
for the organization to focus on marketing system and functions for achievement of the goals.

The Indian food and grocery market is the world’s sixth largest. And Quick Service
Restaurants (QSR) are growing manifold. India is the second fastest growing market for
Pizza Hut.

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 started its first outlet in
India, in Bangalore on June 18, 1996.

This report explores Pizza Hut India, background of the company, mission, vision, objective
goals, and challenges in marketing.

Pizza Hut as a company has always tried to target and satisfy various diverse customer
categories in different countries depending upon various factors and situations. In order to
fulfill its marketing objective of maximizing customer satisfaction by providing high quality
products, has believed in Think Global, act Local . The brand has tried to target each and
every diverse population segment either on the basis of age, lifestyle or special interest
groups (celebrations, parties, festivals). As a part of the marketing strategy, it follows total
market strategy along with international market strategy coupled with early entry strategy.

Pizza Hut believes a plentiful and leveraged diverse strategy is a competitive advantage.
Their goal is to grow that competitive edge by fostering an inclusive culture. Diversity is a
business strategy for the company. It's an intentional choice that creates sustainable
competitive advantage

The report explains the company’s marketing approach to understand the current marketing
system of the brand. Also elaborates on segmentation, targeting and positioning marketing
system of the organization. The research builds up on primary and secondary data. Along
with this an in depth study of the current strategies towards product, price, people, place,
price, promotion and physical evidence of the organization was undertaken.

It is concluded that existing strategies are working fairly for the brand. Television ads still
attract the consumers and in general consumers are satisfied with the product offering.
INDEX

S No Topic Page No

1 Chapter-1: Introduction 1-11

1.1 Profile of Industry

1.2 Objectives of Study

2 Chapter-2: Literature Review 12-14

2.1 Literature Review

3 Chapter-3: Theoretical Framework and Research 15-30

Methodology

3.1 Conceptual Framework

3.2 Research Methodology

3 Chapter-4: Data Presentation & Analysis 31-43

4.1 Data Analysis & Interpretations

4 Chapter-5: Summary and Conclusions 44-46

5.1 Findings
5.2 Conclusions of the study
5.3 Limitations
5.4 Scope of study and Suggestions

5 References/Bibliography 47

6 Appendices 48-50
 A STUDY ON MARKETING STRATEGIES OF
PIZZA HUT IN DELHI

CHAPTER - 1
1.1 COMPANY PROFILE

The motivation behind leading this examination is to investigate and comprehend the most common
factors that produce a tremendous effect on work association in inexpensive food industry.

Right off the bat, we lead an examination foundation to completely comprehend the idea of
employment inclusion before we continue to our exploration work. Issue articulation is then decided
on the elements (autonomous factors) that influence the workers' activity association (subordinate
factors). To recognize the right issue explanation is of central significance as it causes us to find the
best possible factors that have the impacts on representatives' activity inclusion.

Moreover, we recognize our examination goals and exploration questions, trailed by speculations to
improve the unwavering quality and legitimacy of our examination and to give a rule to our
exploration issues. Essentialness of the investigation is then being directed to clarify the significance
and commitment of the exploration.

1
During the previous four decades Pizza Hut and Dominos has gained notoriety for greatness that has
earned the regard of purchasers and industry specialists the same. Building a main pizza organization
has required tireless advancement, pledge to quality and commitment to client care and worth. The
characteristics of enterprise, development and administration have portrayed Pizza Hut and Dominos
business through over four many years of accomplishment. Through the quality of its legacy, its way
of life and its kin and franchisees, Pizza Hut anticipates more achievement in future.

There are various targets of each association. So as to accomplish these goals various targets are set.
Targets go down the order contingent upon the idea of the business. In this way, so as to accomplish
the goals, the board settles on various procedures. These procedures are partitioned into many sub-
parts and are helpful for the running of the business. The representatives and the administration
comprehend what they need to accomplish through the objectives which have been set to them and the
procedures they have embraced assist them with knowing the manner in which they will accomplish
the destinations. So also, Pizza Hut has various targets set to them and they have embraced various
methodologies to effectively accomplish the objectives set. These objectives are set by the RSC for
example the café bolster focus in Karachi. These objectives are given to the RGM (café head
supervisor) and he passes them to the workforce. These objectives fall inside the authoritative
structure in which there are numerous individuals who have various focuses to accomplish. So as to
effectively accomplish the objectives they have to co-work and work in a cordial domain.

Fast food is one of the world’s largest growing food types. India’s fast food industry is growing by
40% .the multinational segment of Indian fast food industry is up to Rs. 20 billion, a figure which is
expected to zoom more than Rs.30 billion by 2010. In last 6 years, foreign investment in this sector
stood at rs.3600 million which is about one-fourth of total investment made in this sector. Because of
the availability of raw material for fast food, global chains are flooding into the country. The
percentage share held by foodservice of total consumer expenditure on food has increased from a very
low base to stand at 2.6% in 2001. Eating at home remains very much ingrained 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.

Major players in fast food are:

• McDonald’s

• KFC

• Pizza hut

• Dominos pizza

• Café coffee day

• Barista

• Subway

The primary purpose for the achievement of the global chains is their aptitude in item improvement,
sourcing rehearses, quality norms, administration levels and normalized working techniques in their
cafés, a quality that they have created over long periods of experience far and wide.
 Market Share And Major Players

The organized pizza market in India is worth Rs.600 Crore. The major players in the market are pizza
hut and dominos whose market share are around 45% and 35% respectively.

Other players form the rest 20%

Branded Pizza Market Share

Fig 1.1 Market share

 Pizza hut

 Dominos

 Others

Other players mostly are

• Smokin joe’s

• Garcia’s

• Papa john’s

• Us pizza

• These players mainly give competition to pizza hut and dominos in tier I cities like Mumbai,
Bangalore, Chennai etc. They do not have much presence in tier ii cities.

The Indian food industry is poised for huge growth, increasing its contribution to world food trade
every year. In India, the food sector has emerged as a high-growth and high-profit sector due to its
immense potential for value addition, particularly within the food processing industry.

The food industry, which is currently valued at US$ 39.71 billion! is expected to grow at a
Compounded Annual Growth Rate (CAGR) of 11 per cent to US$65.4 billion by 2018. Food and
grocery account for around 31 per cent of India’s consumption basket.

Accounting for about 32 per cent of the country’s total food market, The Government of India has
been instrumental in the growth and development of the food processing industry. The government
through the Ministry of Food Processing Industries (MoFPI) is making all efforts to encourage
investments in the business. It has approved proposals for joint ventures (JV), foreign collaborations,
industrial licenses and 100 per cent export oriented units.
Market Size
The Indian food and staple market is the world's 6th biggest, with retail contributing 70 percent of the
deals. Food has additionally been perhaps the biggest portion in India's retail part, which was
esteemed at US$ 490 billion in 2013. The Indian food retail showcase is relied upon to arrive at Rs 61
lakh crore (US$ 894.98 billion) by 2020.

The Indian food preparing industry represents 32 percent of the nation's absolute food advertise,
probably the biggest business in India and is positioned fifth as far as creation, utilization, trade and
anticipated development. It contributes around 14 percent of assembling Gross Domestic Product
(GDP), 13 percent of India's fares and six percent of complete mechanical venture. Indian food
administration industry is relied upon to reach US$ 78 billion by 2018.The Indian gourmet food
advertise is right now esteemed at US$ 1.3 billion and is developing at a Compound Annual Growth
Rate (CAGR) of 20 percent. India's natural food showcase is relied upon to increment by multiple
times by 2020.

The online food requesting business in India is in its beginning stage, yet seeing exponential
development. The sorted out food business in India is worth US$ 48 billion, of which food
conveyance is esteemed at US$ 15 billion. With online food conveyance players like FoodPanda,
Zomato,TinyOwl and Swiggy building scale through associations, the sorted out food business has an
immense potential and a promising future.
Pizza Hut

Type Wholly owned subsidiary

Industry Restaurants

June 15, 1958; 58 years ago

Founded Wichita, Kansas, U.S.

Dan Carney
Founders Frank Carney

7100 Corporate Drive

Headquarters Plano, TX 75024, U.S.

13,728 worldwide (excluding locations

Number of in China, operated by Yum! China, and
locations India, operated by Yum! India) (as of
2015)

Italian-American cuisine
Products pizza · pasta · Buffalo wings

Number of
employees 160,000+

PepsiCo (1977–97)
Parent
Yum! Brands (1997–present)

Website order.pizzahut.com/home

Fig 1.2 About pizza hut

Pizza Hut is an American restaurant chain and international franchise, known for its Italian-
American cuisine menu including pizza and pasta, as well as side dishes and desserts. The
company has over 15,000 locations worldwide as of 2015, and is a subsidiary of Yum!
Brands, Inc., one of the world's largest restaurant companies.
History

The original Pizza Hut building, opened on June 15, 1958 at the corner of Kellogg and Bluff by
brothers Frank and Dan Carney, both students at Wichita State University. This photo is from 2004,
after the building had been moved to the campus.

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. 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 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, India (not in the
Pizza Hut division, but in the Yum! India division), Bangladesh, Pakistan, Australia, United
Kingdom, Sweden, Spain, Turkey, Honduras, Costa Rica, El Salvador, Guatemala, Colombia,
Venezuela, Chile, Brazil, Peru, Ecuador, and Nicaragua, and its Asian presence includes Japan, Qatar,
the Philippines, Vietnam, Thailand, Malaysia, Indonesia, China (not in Pizza Hut division, but in the
Yum! China Division), Hong Kong, South Korea, Myanmar, and Macau. Pizza Hut was one of the
first American franchises to open in Iraq.

The company announced a rebrand that began on November 19, 2014. The rebrand was an effort to
increase sales, which dropped in the previous two years. The menu was expanded to introduce various
items such as crust flavors and eleven new specialty pies. Work uniforms for employees were also
refreshed.
Concept

Athens, Ohio: distinctive roof and older white sign used before 1999, typical of U.S. Pizza Hut
restaurants

Pizza Hut EXPRESS signage and logo.

Pizza Hut is part into a few distinctive eatery organizes; the first family-style feast in areas; retail
facade conveyance and complete areas; and half breed areas that have do, conveyance, and eat in
choices. Some full-size Pizza Hut areas have a lunch buffet, with everything you-can-eat pizza,
serving of mixed greens, bread sticks, and a pasta bar. Pizza Hut has different business ideas not quite
the same as the store type; Pizza Hut Bistro areas are Red Roofs which have an extended menu
and marginally progressively upscale choices.

An upscale idea was disclosed in 2004, called Pizza Hut Italian Bistro . At 50 U.S. areas, the Bistro
is like a customary Pizza Hut, aside from the menu includes new, Italian-themed dishes, for example,
penne pasta, chicken pomodoro, and toasted sandwiches. Rather than dark, white, and red, Bistro
areas include a burgundy and tan theme. Pizza Hut Bistros despite everything serve the chain's
conventional pizzas and sides. Now and again, Pizza Hut has supplanted a Red Roof” area with the
new idea. Pizza Hut Express and The Hut areas are drive-through joints. They offer a constrained
menu with numerous items not seen at a conventional Pizza Hut. These sort of stores are frequently
combined in a colocated area with a kin brand, for example, WingStreet, KFC or Taco Bell, and found
on school grounds, food courts, amusement parks, bowling alleys, and in stores, for example, Target.

Vintage Red Roof” areas, planned by designer Richard D. Burke, can be found in the United States
and Canada; a few exist in the UK, Australia, and Mexico. In his book Orange Roofs, Golden Arches,
Phillip Langdon composed that the Pizza Hut Red Roof” design is something of a weird item –
considered outside the domain of noteworthy engineering, yet quickly reflecting movements in well
known taste and irrefutably having an effect on every day life. These structures seldom appear in
building diaries, yet they have gotten probably the most various and obvious in the United States
today. Curbed.com reports, Regardless of Pizza Hut's choice to end the structure when they made
the move toward conveyance, there were as yet 6,304 'customary units' remaining starting at 2004,
each with the shingled rooftops and trapezoidal windows implying equivalent amounts of rural solace
and strip-shopping center anomie. This structure style was normal in the late 1960s and mid 1970s.
The name Red Roof” is to some degree chronologically misguided now, since numerous areas have
earthy colored rooftops. Many Red Roofs have shut or been migrated or remade.

Many Red Roof” branches have brew if not a stocked bar, music from a jukebox, and now and then
an arcade. In the mid 1980s, the organization moved into other effective configurations including
conveyance or carryout and the inexpensive food Express model.

Pizza Hut

Geographic

Region – pizza hut outlets in different countries is a way of segmenting their market according to
region and finding out potential markets.

City – they also segment the cities as class i, class ii, metros, small towns.

Demographic

age – under 10years, 10 to 18 years, 18 to 25 years, 25 to 40 years, 40+ years. amily income – middle
class, upper middle class, high class dual income earners – yes/no

Psychographic

Socio - economic class – urban

Behavioral

Occasions – birthdays, corporate lunches, marriages, parties, receptions loyalty status – low,
medium, high user status – first time, regular, non-user

Dominos

Geographic

Region – dominos outlets in different countries is a way of segmenting their market according to
region and finding out potential markets.

City – they also segment the cities as class i, class ii, metros, small towns.

Demographic

Age – under 13years, 13 to 21 years, 21 to 35 years, 35 to 50 years, 50+ years. family income – lower
middle class, middle class, upper middle class, high class

Psychographic

Socio - economic class – urban (a1, a2, b1, b2, c, d)

Behavioral

Loyalty status – low, medium, high

User status – first time, regular, non-user.

Targeting

Pizza Hut

In geographic fragment they focused on nations where there were no pizza hovel outlets. At first
opened in class I urban areas and afterward have now moved to metros.

In segment section their fundamental objective is the youthful grown-ups extending from 25 years to
40 years and furthermore double pay workers family. They point essentially at the upper working
class and the high class salary families.

In psychographic division they focused on a1, a2, b1 financial classes.

In social division they focused for events, for example, birthday slams, corporate snacks. It was
additionally discovered that they were focusing on the first run through clients since they felt that
their quality and taste would consequently make them a devoted client.

Pizza Hut

Parent Company Pizza Hut

Category Fast food eating joints

Sector Food Products

Tagline/ Slogan Your Favorite Your Pizza Hut

USP Good service and good pizzas at outlets

STP

People illing to have a hygienic and delicious non conventional meal

Segment at a restaurant

Target Group Children and youth from middle and upper class

Positioning Most delicious pizzas for the entire family

SWOT Analysis

1.Huge well known brand name and high brand dedication

2. Inventive scope of pizzas under one rooftop

Strengths 3.Hygenic food and fast assistance

 4. Sound money related circumstance and universal turnover.

5.Good publicizing and showcasing

6. More than 20,000 establishments around the globe

1. Faithful clients are feeling that the fulfillment of the pizzas is

declining.

2. Establishment the board

3. Absence of a natural pizzas, which will restrict the objective

Weaknesses market

1. New Pizzas with various outside layer sizes and flavors.

2.Venture more into home conveyance

Opportunities 3.Venture into more up to date advertises

1. Danger from Dominos pizza, likewise from Mc Donald's who

have attempted to present another feast that is a Pizza.

2. Wellbeing cognizant individuals.

3. The rising costs of extraordinary fixings like cheddar, utilized in

Threats pizzas.

Competition

1.KFC

2.McDonald's

3.Domino's

4.Subway

5.Papa John's Pizza

6.Smokin Joes Pizza

Competitors 7.Taco Bell

1.2 OBJECTIVES OF THE STUDY

The objective of the study is as follows:

1. To discover the fulfillment of the clients with Pizza Hut items and administrations.
2. To give different recommendations in such manner.
3. To think about the techniques embraced by Pizza Hut.
4. To realize which kind of taste client enjoys in pizza.
5. To realize whose pizza resembles most by the customer.
CHAPTER – 2
2.1 LITERATURE REVIEW

The examination has concentrated on the relations between trait recognitions, in general client
fulfillment and store deals execution and such connections are a piece of a more extensive theoretical
system proposed by Heskett et al. (1994), to be specific the Service-Profit Chain. Anderson and Mittal
(2000) reinforced this structure by pleasing nonlinearities and asymmetries in the connections, and
they renamed it the Satisfaction-Profit Chain. From this point forward we utilized the abbreviation
CSSP, Customer Satisfaction-Sales Performance, to allude to the connections of intrigue. To catch the
connection between characteristic discernments and by and large consumer loyalty, we have
recognized how clients decipher and react to the items and administrations they purchase and
experience.

Here it is basic to recognize explicit traits of an item or an assistance and the fulfillment factor they
speak to. In food retailing, for example, purchasers may put high an incentive on a factor that may be
classified client support gave by the general store. This is a case of a theoretical or abstract
advantage. This theoretical advantage relies upon a lot of related quantifiable traits, for example, the
attitude of the clerks and deals partners, speed and exactness of checkout, and accessibility of regular
basic food item things and store tidiness, among others. Notwithstanding client support, other
important variables influencing generally speaking consumer loyalty in supermarkets incorporate the
store vibe, the apparent item nature of (developing) perishables offices - presently 50 percent or a
greater amount of store deals in certain stores--, for example, new produce, every day/pastry kitchen,
fish, new meat and flower, just as the apparent estimation of items comparative with their cost.

These discoveries have been the subject of circle fixation by promoting analysts. Since the original
conduct arranged examination by Oliver (1981), a few articles have concentrated on the precursors of
consumer loyalty in a wide assortment of settings, going from firm-explicit investigations to across
the nation evaluations. In spite of the fact that fulfillment factors differ as indicated by the kind of
items, administrations and business segments considered, exact investigations give immense proof of
their effect on by and large fulfillment (for example Szymansky and Henard 2001). Most
examinations on precursors of consumer loyalty use models audited by Johnson (1998) and show
huge connection between's different fulfillment elements and in general fulfillment (Szymansky and
Henard 2001; Bernhardt et al 2000; Mittal et al 1998; Wittink and Bayer 1994). As a rule, these
examinations will in general gather data on purchaser appraisals of explicit qualities. Regularly,
multivariate factual models are developed to distinguish idle factors speaking to fulfillment factors
(for example Johnson and Gustafsson 2000; Johnson 1998; Fornell et al. 1996; Bolton and Drew
1991).

In most of past examination, generally speaking consumer loyalty is then demonstrated as a straight
capacity of these idle factors. Much ongoing exploration, nonetheless, is disparaging of the deficient
treatment of the CSSP connections, and scientists call for increasingly expand investigation (e.g.,
Anderson and Mittal 2000).
Remembering the Consequences of Customer Satisfaction Unlike the predecessors of fulfilled clients,
the results of fulfilled (or disappointed) clients have gotten little consideration from analysts
(Szymanski and Henard 2001). Maybe the primary investigation was the spearheading research
directed by Zahorik and Rust (1992) on the results of consumer loyalty.

Their work incorporated a numerical structure to assess the budgetary estimation of fulfillment (Rust
and Zahorik 1993) in light of the impact of fulfillment on client maintenance, and the ensuing effect
on piece of the pie. Anderson and Sullivan (1993) tended to the concurrent estimation of the
predecessors to and outcomes of consumer loyalty, with information from in excess of twenty
thousand Swedish shoppers disparaging a hundred or so Swedish organizations. Their model
distinguishes factors that decide consumer loyalty, which thusly have a positive relationship with
money related execution. Maybe the most significant commitment of this work is the recognizable
proof of asymmetries in the linkages between disconfirmation of desires and consumer loyalty. After
Anderson and Sullivan (1993), a few examinations have inspected the connections in the Satisfaction-
Profit (or Service-Profit) Chain with information from an assortment of channels (c.f., Kamakura et
al., 2002; Scharitzer and Kollarits 2000; Soteriou and Zenios, 1999; Johnson 1998; Loveman 1998;
Anderson et al 1994). Mittal et al (1998) and Anderson and Mittal (2000) called attention to that,
generally, prior explores had disregarded nonlinearities and asymmetries in the connections of the
CSSP chain.

They kept up that the connections in the CSSP chain are unquestionably more mind boggling than
initially proposed and, explicitly, that direct models are lacking. To represent the asymmetry idea,
think about the nature of the produce division and the kind disposition of clerks in a market.

More grounded shopper assessments of the nature of the produce division probably won't suggest
emphatically beneficial outcomes on consumer loyalty, while more vulnerable quality may be very
harming. Or then again, upgrades in client arranged auras of clerks and partners could have an
enormous positive effect on consumer loyalty while decreases in clerk execution might be just
somewhat negative. Presently think about the significant job of nonlinearity in the connection
between consumer loyalty and deals execution. A retail location with low ebb and flow levels of
consumer loyalty may require just little interests in fulfillment drivers to improve deals execution.

Interestingly, a store with high flow levels of fulfillment is probably going to require an a lot bigger
interest in drivers to create impacts on execution of a comparable greatness. Overlooking pertinent
nonlinearities and asymmetries definitely prompts erroneous appraisals of the linkages in the CSSP
chain. Besides, if the aftereffects of CSSP affix research are to be received by retail supervisors,
mistaken measures are sure to prompt off base procedure definition in this manner damning further
vital utilization of fulfillment information.

Bernhardt et al (2000) proposed that another trap of numerous fulfillment examines is the inclination
to depend on cross sectional examination for measurable deduction (Anderson et al 1994, gives a
special case). Bernhardt, Donthu and Kennett contend that a legitimate examination of the
connections among fulfillment and execution requires a unique methodology. This contention echoes
Rust and Zahorik's (1993) dispute that endeavors to improve consumer loyalty must be monetarily
responsible after some time. Bernhardt et al (2000) study consumer loyalty in a cheap food chain
dependent on month to month information. Albeit dependent on basic connections, the investigation
shows that a unique model beats a cross-sectional model in the assessment of the CSSP joins.
Surviving exploration has concentrated principally on the CSSP joins at the total level and for chose
parts, for example, broadcast communications, banking, human services, vehicle and pharmaceuticals,
among others (cf., Anderson and Fornell 2000; Scharitzer and Kollarits 2000; Mittal et al 1998;
Bryant and Cha 1996; Anderson et al 1994).

Then again, just a couple of firm-explicit CSSP evaluations have been led. Models incorporate drive-
thru eateries (Bernhardt et al 2000) and retail establishments (Rucci et al 1998). Anderson and Mittal
(2000) talk about a few models where the consolidation of non-linearities and asymmetries enhanced
an association's comprehension of the CSSP joins. It is particularly alluring to utilize firm-explicit
information so the linkages among fulfillment and execution are analyzed with regards to a company's
system. Scholarly examination on the CSSP linkages in the food retail part is scant. For all intents and
purposes every single experimental examination on food retailing, in the U.S. just as globally, tended
to the drivers of consumer loyalty however didn't address their definitive effect on store incomes.
Among the drivers frequently recognized are: saw estimation of items comparative with their
costs, staff invitingness and readiness to support, quality and newness of items, store appearance,
and the level of client care (cf., Jin and Jai-Ok 2001; Hackl et al 2000; Gail and Scott 1995).

In any case, while the drivers of fulfillment are known subjectively, and chiefs accept that fulfillment
influences execution, it is important to gauge expressly the effect of fulfillment on store deals so as to
organize systems to deal with the drivers of fulfillment. This examination progresses the estimation of
the conduct connects in the CSSP chain in the food retail division. A connection has been attempted
to set up quality discernments, by and large fulfillment, and store deals, and to inspect nonlinear and
uneven impacts. It was endeavored to indicate the model in first contrasts and to examine delays
between changes in fulfillment and changes in store deals execution. Further , it was endeavored to
show how directors can utilize the outcomes to create fitting consumer loyalty approaches.
CHAPTER-3
3.1 CONCEPTUAL FRAMEWORK
From the above outline we can see that pizza hovel has pleasure as an essential item however it gives
food to it. In this way an individual having an essential need of delight can go to pizza hovel and have
pizza which is the organization's center item. Hot pizza and great taste are his desire. Along these
lines the organization ought to guarantee this by giving great pizza. The worth adds administrations
allude to the general feasting experience, the administration quality, atmosphere and so on

Product Differentiation

Worldwide and in India, pizza hovel has come to get equal with the 'best pizzas under one rooftop'.
This is on the grounds that at pizza hovel the conviction is that each pizza has its own enchantment,
along these lines making it a goal item – which everybody looks for. It is this conviction that has
touched off the enthusiasm to make, develop and serve the best item the business brings to the table,
while Setting principles for others to endeavor to duplicate. Pizza cabin is focused on giving firm item
quality, offering clients the most noteworthy incentive for cash and giving assistance that is warm,
amicable and individual. A basic factor in pizza hovel's prosperity has been its one of a kind eating
experience. Crewmembers at pizza cabin endeavor every day to give 'client madness' – the sort of
administration that guarantees that each visit of the client is a paramount one.

Pizza Features

Pizza hut has numerous special highlights of their item because of which it pulls in the clients. The
item is grouped into non sturdy merchandise as it is a food thing pizza hovel separates itself with its
rivals as for their wide scope of contributions (menu things) one can discover other than pizzas scope
of, pastas starters, cakes, and sweets and so forth.

 Mass Customisation

The principle bit of leeway of pizza hut is that one can alter his own pizza by choosing the bread and
stacking it with the garnishes which one can choose. This makes assortment in the clients psyche and
therefore one can appreciate whatever pizza hut can offer.

The most one of a kind component is that there is 'container 4 all' conspire where one can choose 4
distinct sorts of vegan/non-veggie lover blends of pizza! This is a one of a kind method of offering as
there are numerous purchasers who come in bunches where somebody in the gathering may need a non-
vegan pizza can profit the offer.

 Conformance Quality

Pizza hut's items have high conformance quality for example All the items created are
indistinguishable and meet the guaranteed determinations

 Style

Pizza is conveyed in hot dish and served in style. The garnishes in the pizzas are additionally wearing
a decent style. Along these lines having 'food in style' characterizes pizza hut's understanding.
Administration Differentiation

 Ordering Ease

When one enters the café promptly the associates starts the requesting procedure by giving the menu.
All partners are very much prepared in english and can take request from any client.

 Delivery

Pizza hut's style of conveying the pizza to the client is a serious encounter. The eatery is tastefully
planned; all the staff individuals are interestingly dressed. Supervisors wearing unique outfits.
Additionally the tables, menu, are totally positioned in a decent way. This on itself is very
noteworthy. All requests set in eatery is served inside 15-20 minutes and the remove orders (requested
on telephone) is conveyed inside 30 minutes. Care additionally has been taken by the organization to
pack the pizzas in uncommon covers so it stays hot till the client haves the food. Any pizzas conveyed
outside 30 minutes are sans given. Likewise markdown coupons are given to the client in the event
that one doesn't need a free pizza.

 Co-Branding

Pizza hut has held hands with visa for profiting different offers. Anyway this offer is just for the in
feasting for example One can't benefit the offers relating to visa for remove and home requests.

A visa Mastercard holder can profit offers like family supper for a lower cost and select different
blends of things which would have not been conceivable something else.

Along these lines visa and pizza hut help each other for marking themselves.

Packaging and Labeling

The bundling of the pizza has been very remarkable as in, it fills the essential need of 'serving hot
delicious pizza'.

 In House Dining
In house eating, the pizzas are not stuffed, rather they are served in hot container, and plates are
given to the clients. The additional fixings like oregano blend, bean stew pieces and so on. Are
kept in a container having pores. In this manner the client can without much of a stretch empty the
fixings into the pizza.
 Take Away Orders

They are placed in a paper box flawlessly marked with pizza hut brand logo. Additionally there is a
plastic help given (it's looking like a tripod) at the base of the pizza to keep it from staying at the
base. A pizza hut logo is likewise given in the tripod. The additional fixings like oregano blend, bean
stew drops and so on. Are given in a paper pocket which is likewise marked with the pizza hut logos.

 Home Delivery Orders

All”the pizzas canvassed in paper encloses portrayed above are bundled to an extraordinary
conveyance sacks for holding the warmth. Subsequently we can see that from each naming, bundling
the organization attempts to soak up the brand of pizza hut in the brains of purchasers

Place

When the item has been chosen and the market sectioned, directed and the item situated, the time has
come to choose how and where the advertiser can convey the worth (item) to the client. This is done
through showcasing channels that make the item accessible for utilization to the client.

Push And Pull Strategies In Channel Marketing:

In a push system, the producer utilizes his business power, exchange advancement, cash or different
intends to prompt mediators to convey advance and offer its items to end clients.

In a force system, the maker utilizes publicizing, advancement and different types of correspondence
to convince the client to request the item from middle people, in this way initiating the mediators to
arrange it.

 Pizza Hut: Masters At Pull Strategy

Pizza hut follows more or lesss the contrary methodology. Pizza hut has aced the craft of pull
methodology. It spearheaded the act of publicizing and advancement in the cheap food industry. Pizza
hut accomplished this noteworthy accomplishment by embracing an alternate advertising procedure
that included expanding ambiences and diversion for the clients.

Pricing Of Pizza Hut

Previously, Pizza Hut has effectively utilized the high/low estimating methodology when setting the
retail cost of its items. The high/low retail estimating system permits Pizza Hut to charge a value that
is over the opposition, yet additionally elevate visit deals to bring down the cost underneath them.

The high/low evaluating methodology has a few points of interest. In the first place, this valuing
technique will help fragment the market. Various gatherings of clients are happy to follow through on
various costs for a similar item. The high/low valuing procedure will likewise makes fervor. Clients
will have the option to have a go at something new when they buy. At last, this system will accentuate
item and administration quality. Pizza Hut sets a high introductory cost for its items to impart a sign to
clients that its items are quality and the administration is astounding.
As there are no such contenders of Pizza Hut which could rival the nature of pizza delivered at Pizza
Hut, hence, the valuing system received by Pizza Hut is 'showcase skimming'. Pizza Hut has received
this valuing technique as they need to hold greatest portion of the market by most extreme benefit.
This is a brilliant time for Pizza Hut, as there are no contenders and henceforth, Pizza Hut is allowed
to charge any value they need. They are charging more significant expenses because of the uniqueness
of the item. They fulfill the objective market as the food quality merits the cost paid. The valuing
methodology isn't simply to get the value of value yet in addition to increase most extreme benefits
before any contender enters since then Pizza Hut should change its evaluating system. In spite of the
fact that the costs would be brought down with the new participants in the market yet not positively as
the quality food items are not home-created. They are imported from various nations keeping in see
the best quality.

To start with, this estimating technique will help portion the market. Various gatherings of clients are
happy to address various costs for a similar item. The high/low evaluating system will likewise make
energy.In India Pizza hut is focusing on the rich and higher working class individuals with an
incredible ambiences of satisfaction and diversion. They are offering a sorted out eatery framework
and requesting the more significant expense for the pizzas. In the pizza hut various sorts of
nourishments are accessible like tidbit, soup and plate of mixed greens, drinks, pasta and so forth. So
for the assortments sort of food the evaluating methodology is diverse in the pizza hut. Their clients
are pretty much fixed and they are cost heartless.

Promoting Strategies Pizza Hut

Adapting To Economic Environment

In 1991 under the direction of a visionary Narasimha rao and his confidant Manmohan singh India
walked towards another period of progression, privatization and globalization. Exchange boundaries
were facilitated and social obstructions began dissolving. It was at this point pizza hut made its
newborn child steps in India, with its first outlet at bangalore. Today bangalore alone has a striking 19
outlets which stay occupied till late night.

Pizza hut has 140 eateries across 34 urban areas in India including metros. With its emphasis
consistently on quality and assortment, pizza hut has given another measurement to normal pizza eat-
outs. Anyway the play more significant expenses may stay a worry for working class Indians with
lesser buying force and discretionary cashflow. The status is consistently improving as a greater
amount of us grasp quick nourishments to suit a mind-blowing pace.

Embracing Technology

Finding stores and setting orders has never been simpler for pizza hut loyals. With their virtual store
kind site, pizza hut offers clients a wide scope of choices to look over menu and profit new offers.
Presently requests can likewise be set through cell phones. Top of the line advances are utilized at the
money counters.
Across Socio-Cultural Barriers

Food has no language. Great food is refreshing over the globe. Pizza hut has outlets in a superior
piece of the world. It has required gigantic exertion to take into account its clients everywhere
throughout the world.

Dominos

Adapting To Economic Environment

Dominos centers around an incentive to clients and offers pizzas and italian indulgences at moderate
costs to working class Indian buyers. Dominos has 274 outlets in 55 urban areas across 20 states.

Across Socio Cultural Barriers

Dominos outlets are pervasive in each little large town over the world. Dominos has submitted
general direction to changing inclinations of its clients and set up a tempting menu that draws in
foodies around the world.
Segmentation

Pizza Hut

Geographic

Region – pizza hut outlets in different countries is a way of segmenting their market according to
region and finding out potential markets.

City – they also segment the cities as class i, class ii, metros, small towns.

Demographic

age – under 10years, 10 to 18 years, 18 to 25 years, 25 to 40 years, 40+ years. amily income – middle
class, upper middle class, high class dual income earners – yes/no

Psychographic

Socio -economic class – urban

Behavioral

occasions – birthdays, corporate lunches, marriages, parties, receptions loyalty status – low, medium,
high user status – first time, regular, non-user

Dominos

Geographic

Region – dominos outlets in different countries is a way of segmenting their market according to
region and finding out potential markets.

City – they also segment the cities as class i, class ii, metros, small towns.

Demographic

age – under 13years, 13 to 21 years, 21 to 35 years, 35 to 50 years, 50+ years. family income – lower
middle class, middle class, upper middle class, high class

Psychographic

Socio -economic class – urban (a1, a2, b1, b2, c, d)

Behavioral

Loyalty status – low, medium, high

user status – first time, regular, non-use

Targeting

Pizza Hut

 In geographic section they focused on nations where there were no pizza hut outlets. At first
opened in class I urban areas and afterward have now moved to metros.
 In segment section their primary objective is the youthful grown-ups extending from 25 years to
40 years and furthermore double pay workers family. They point fundamentally at the upper white
collar class and the high class salary families
 In psychographic division they focused on a1, a2, b1 financial classes.
 In conduct division they focused for events, for example, birthday slams, corporate snacks. It was
additionally discovered that they were focusing on the first run through clients since they felt that
their quality and taste would consequently make them a devoted client.

Dominos

 In geographic portion they focused on nations where there were no dominos outlets. At first
opened in class ii urban communities and afterward have now moved to class I, metros and
littler towns.
 In segment portion their primary objective is the adolescents and understudies (13 to
21years), youthful grown-ups running from 21 years to 35 years. They point essentially at the
white collar class, upper working class salary families.
 In psychographic division they focused on a2, b1, b2 financial classes.
 In conduct division it was discovered that they were focusing on the first run through clients
and furthermore their normal clients.

Positioning

Points Of Difference

The significant purpose of contrast between pizza hut and dominos is that pizza hut focuses on in-
eatery feasting. The feeling and stylistic layout of all pizza hut outlets are acceptable and the outlets
are extensive. At the point when clients consider gathering and choose to have pizza, pizza hut just
comes into their psyche. Pizza hut additionally organizes kitty parties, birthday celebrations and
conferences in their outlets.

Pizza hut hosts modified birthday get-together welcomes with various subjects for the clients to pick
and use it as solicitations. Dominos focuses on quick home conveyance of pizza. At whatever point
clients need to have pizza at home, they consider calling dominos and requesting for it since they are
specialists in home conveyance of pizza. we procure 60% of our income from home conveyance of
pizzas and 40% from the café deals , says mr.navamani, chief of dominos, coimbatore v.o.c. Park
outlet. If there should arise an occurrence of pizza hut, the significant income is from café deals
Points Of Parity

Classification purposes of equality – the fundamental food thing that is sold in pizza hut and dominos
is pizza. As we as a whole know, pizza goes under the inexpensive food class of nourishments, both
the organizations must be acceptable in speed of making and administration. Regardless of the cost,
both pizza hut and dominos needs to convey or serve pizza in less time when contrasted with other
primary course food things served in different cafés.

Serious purposes of equality – serious purposes of equality if there should be an occurrence of pizza
hut is that, despite the fact that pizza hut is costlier than dominos, they have their own clients, who do
not make a fuss over spending, yet search for quality and customized administration. At the point
when we visit pizza hut, they have eatery master who will dole out us tables and present the steward
who will be dealing with us. This is commonly a system that is followed in five star class lodgings
and pizza hut is likewise tailing it to underscore on administration quality. If there should arise an
occurrence of dominos, they are not exorbitant as pizza hut and don't offer extraordinary atmosphere
to clients, yet offer great pizzas at ostensible cost. They focus on turnover of spreads and take into
account clients who don't have the opportunity to spend on food and simply stop over for reward. In
addition, dominos essentially investigates home conveyance of pizzas and are specialists in it.

Product

Pizza Hut

The Customer Value Hierarchy

From the above graph we can see that pizza hut has pleasure as an essential item yet it gives food to
it. Along these lines an individual having an essential need of satisfaction can go to pizza hut and have
pizza which is the organization's center item. Hot pizza and great taste are his desire. In this way the
organization ought to guarantee this by giving great pizza. The worth adds administrations allude to
the general feasting experience, the administration quality, vibe and so forth.

Product Differentiation

Worldwide and in India, pizza hut has come to get equivalent with the 'best pizzas under one rooftop'.
This is on the grounds that at pizza hut the conviction is that each pizza has its own enchantment, in
this way making it a goal item – which everybody looks for. It is this conviction that has touched off
the energy to make, improve and serve the best item the business brings to the table, while Setting
norms for others to endeavor to reproduce. Pizza hut is focused on giving solid item quality, offering
clients the most elevated an incentive for cash and giving help that is warm, agreeable and individual.
A basic factor in pizza hut's prosperity has been its remarkable feasting experience. Crewmembers at
pizza hut endeavor every day to give 'client lunacy' – the sort of administration that guarantees that
each visit of the client is a significant one.

Pizza Features

Pizza hut has numerous special highlights of their item because of which it pulls in the clients. The
item is characterized into non solid products as it is a food thing pizza hut separates itself with its
rivals concerning their wide scope of contributions (menu things) one can discover other than pizzas
scope of, pastas tidbits, cakes, and treats and so forth.
  Mass Customisation

The primary preferred position of pizza hut is that one can tweak his own pizza by choosing the bread
and stacking it with the garnishes which one can choose. This makes assortment in the clients brain
and along these lines one can appreciate whatever pizza hut can offer.

The most exceptional element is that there is 'skillet 4 all' conspire where one can choose 4 unique
kinds of veggie lover/non-vegan blends of pizza! This is a novel method of offering as there are
numerous purchasers who come in bunches where somebody in the gathering may need a non-veggie
lover pizza can benefit the offer.

 Conformance Quality

Pizza hut's items have exceptionally high conformance quality for example All the items delivered are
indistinguishable and meet the guaranteed determinations

 Style

Pizza is conveyed in hot container and served in style. The garnishes in the pizzas are additionally
wearing a decent design. In this manner having 'food in style' characterizes pizza hut's understanding.

Service Differentiation

 Ordering Ease

When one enters the eatery promptly the colleagues starts the requesting procedure by giving the
menu. All partners are all around prepared in english and can take request from any client.

 Delivery

Pizza hut's style of conveying the pizza to the client is a serious encounter. The eatery is stylishly
structured; all the staff individuals are extraordinarily dressed. Directors wearing extraordinary
regalia. Additionally the tables, menu, are completely positioned in a decent way. This on itself is
very amazing. All requests put in eatery is served inside 15-20 minutes and the remove orders
(requested on telephone) is conveyed inside 30 minutes. Care additionally has been taken by the
organization to pack the pizzas in unique covers with the goal that it stays hot till the client haves the
food. Any pizzas conveyed outside 30 minutes are without given. Additionally rebate coupons are
given to the client in the event that one doesn't need a free pizza.

 Co-Branding

Pizza hut has held hands with visa for benefiting different offers. Anyway this offer is just for the in
eating for example One can't profit the offers relating to visa for remove and home requests.

A Visa holder can benefit offers like family feast for a lower cost and select different blends of things
which would have not been conceivable something else.

Along these lines visa and pizza hut help each other for marking themselves.
Packaging and Labeling

The bundling of the pizza has been very remarkable as in, it fills the fundamental need of 'serving hot
scrumptious pizza'.

 In House Dining

In house eating, the pizzas are not stuffed, rather they are served in hot container, and plates are given
to the clients. The additional fixings like oregano blend, bean stew chips and so forth. Are kept in a
jug having pores. Along these lines the client can without much of a stretch empty the fixings into the
pizza.

 Take Away Orders

They are placed in a paper box flawlessly named with pizza hut brand logo. Likewise there is a
plastic help given (it's looking like a tripod) at the base of the pizza to keep it from staying at the
base. A pizza hut logo is additionally given in the tripod. The additional fixings like oregano blend,
bean stew pieces and so forth. Are given in a paper pocket which is likewise marked with the pizza
hut logos.

Home Delivery Orders

All”the pizzas covered in paper boxes described above are packaged into a special delivery bags for
retaining the heat. Thus we can observe that from every labelling, packaging the company tries to
imbibe the brand of pizza hut in the minds of consumers.

Place

Once the product has been decided upon and the market segmented, targeted and the product
positioned, it is time to decide how and where the marketer can deliver the value (product) to the
customer. This is done through marketing channels that make the product available for
consumption to the customer.

Push And Pull Strategies In Channel Marketing:

In a push strategy, the manufacturer uses his sales force, trade promotion, money or other means to
induce intermediaries to carry promote and sell its products to end users.In a pull strategy, the
manufacturer uses advertising, promotion and other forms of communication to persuade the customer
to demand the product from intermediaries, thus inducing the intermediaries to order it.

 Domino’s: Pursuing A Push Strategy

Domino’s pursues a medium push strategy in its channel marketing. The advertising layout for
domino’s is minimal in India. Domino’s concentrates on incentivizing customers instead off
advertising and promotion. As a result, domino’s regularly introduces sell-in schemes (promotional
schemes for dealers), promotional coupon, festival offers etc.

 Pizza Hut: Masters At Pull Strategy

Pizza hut follows more or lesss the opposite strategy. Pizza hut has mastered the art of pull strategy. It
pioneered the practice of advertising and promotion in the fast food industry. Pizza hut achieved this
remarkable feat by adopting a different marketing strategy that involved increasing ambiences and
amusement for the customers.
Pricing Of Domino’s

Indians are value-sensitive, not price-sensitive. The price was attributed to the high quality of
ingredients used. For instance, Domino’s sourced its Peperoni and Jalapeno needs from Australia and
Spain respectively. However, with competition increasing from Pizza Hut, Domino’s introduced price
cuts, discounts and freebies to attract the customers. In 1998, Domino’s introduced the Pizza Mania
scheme where it offered a large pizza for Rs.129/-. The demand was overwhelming and the company
sold close to 5000 pizzas in the first week of its launch.During late 1998, both Domino’s and Pizza
Hut were trying to lure the customers with discount coupons by issuing such coupons through several
schemes. However, both Domino’s and Pizza Hut were concentrating more on data base marketing
and below-the-line activities and special offers.

In India Domino’s is trying to attract the middle class and lower middle class people who are
interested to spend their money on pizza but in low price. Those people are eager to go for a outing in
any festival and as a cheap family restaurant Domino’s would be most preferable. They do not need
high class ambiences or amusement in the shop so the establishment cost is low for the dealers and the
price of pizza is very reasonable for the customer. Domino’s do not have any fixed customer though
they are one of the main competitors of the Pizza hut. The Domino’s Pizza franchise constantly keeps
on inventing ways through which it can make a greater impact on the fast food market. That is how
the fast food franchise came up with 'Fun Meal for Four' offer. Through this method, the pizza
franchise is able to produce more variety in the food delivered to its customers at their door steps.
Through its 'Fun Meal for 4’ pack the Domino’s Pizza India offers four pizzas at the rate of Rs 180.
This means charge of one pizza will be just Rs 45. This has helped the speciality food franchise to
enhance the strength of its customer base. Mainly offers are more attractive for the Domino’s , mainly
student and middle class people are the main customer and they targeted that customers.

Pricing Of Pizza Hut

Before, Pizza Hut has effectively utilized the high/low valuing procedure when setting the retail cost
of its items. The high/low retail evaluating methodology permits Pizza Hut to charge a value that is
over the opposition, yet in addition elevate visit deals to bring down the cost underneath them. The
high/low estimating system has a few points of interest. To start with, this valuing procedure will help
portion the market. Various gatherings of clients are eager to follow through on various costs for a
similar item. The high/low evaluating methodology will likewise makes energy. Clients will have the
option to have a go at something new when they buy. At long last, this technique will stress item and
administration quality. Pizza Hut sets a high starting cost for its items to impart a sign to clients that
its items are quality and the administration is magnificent.

As there are no such contenders of Pizza Hut which could rival the nature of pizza delivered at Pizza
Hut, in this manner, the evaluating procedure embraced by Pizza Hut is 'advertise skimming'. Pizza
Hut has received this evaluating system as they need to hold most extreme portion of the market by
greatest benefit. This is a brilliant period for Pizza Hut, as there are no contenders and thus, Pizza
Hut is allowed to charge any value they need. They are charging more significant expenses because of
the uniqueness of the item. They fulfill the objective market as the food quality merits the cost paid. The
valuing procedure isn't simply to get the value of value yet additionally to increase most extreme
benefits before any contender enters since then Pizza Hut should change its evaluating system.

Despite the fact that the costs would be brought down with the new participants in the market
however not undeniably as the quality food items are not home-created. They are imported from
various nations keeping in see the best quality.To start with, this evaluating methodology will help
section the market. Various gatherings of clients are happy to follow through on various costs for a
similar item. The high/low valuing methodology will likewise make fervor.

In India Pizza hut is focusing on the rich and higher white collar class individuals with an incredible
ambiences of satisfaction and diversion. They are offering a sorted out café framework and requesting
the more significant expense for the pizzas. In the pizza hut various sorts of nourishments are
accessible like starter, soup and plate of mixed greens, refreshments, pasta and so on. So for the
assortments sort of food the valuing technique is distinctive in the pizza hut. Their clients are pretty
much fixed and they are cost coldhearted.

Promotion Domino’s

Promotion, which is known as advertising correspondence, is a significant trait for any item or
administration. In current promoting it is more than building up a decent available item or precise
evaluating.

Ever since it was established, Domino’s Pizza India has maintained its position of market leadership
with its constant product innovation and maintenance of stringent service standards. More
importantly, it has established a reputation for being a home delivery specialist capable of delivering
its pizzas within 30 minutes to its community of loyal customers from its entire chain of stores around
the country. Customers can order their pizzas by calling a single countrywide Happiness Hotline
1800-111-123. In fact, Domino's was the first one to start this facility for its customers.Domino's is
committed for bringing fun and excitement to the lives of our customers by delivering delicious pizzas
to their doorstep in 30 minutes or less, and all its strategies are aimed at fulfilling this commitment
towards its large and ever-growing customer base.

Communication Objectives

Category Need

Domino’s master franchise model

Industry experts accepted that Domino's lord establishment model was one reason for its achievement
in universal markets even considering the worldwide monetary log jam in 2008.

How domino's global avoided the pattern

The solid execution of Domino's universal ace establishments amidst the worldwide monetary log
jam was a broadly discussed point among investigators. While a few examiners accepted that the
downturn had helped the development of these chains due to the 'exchanging down factor' of
individuals wanting to eat at home instead of eat out at costly eateries, others trusted it was a mix of
forceful showcasing and the establishment model that had helped the organization evade the pattern.

Brand Awareness

Limited time and notice crusades

The pizza conveyance business had generally been advancement driven. Coupons and limits were
offered by all pizza conveyance chains to charm clients. Since its origin, Domino's had been known
for its extraordinary advancements that included quick conveyance and developments to oblige a
fluctuated palette.

The '30 minutes guarantee

In the year 1973, Domino's started an assurance plot that its pizzas would be conveyed in a short time
or less of requesting bombing which the client would get the pizza free.

Brand attitude

Use of technology

Online sales accounted for over 70 percent of its total sales in 2008. Dominos planned to further
exploit the increasing potential of the online medium as one of the promotional and distributional
channels in the downturn.

Brand Purchase Intention

What makes domino’s pizza better than its competitors

• Varity of Pizza’s

• Services offered

• Quality of pizza’s

• Position of the Outlet

• Waiting time in the outlet

• Door to door services

• Less pricing

Developing Effective Communication

Target To Age Group/Class

Domino’s target audience is a consumer who belongs to age group of 14 to 35 years from the
Economic Class A or B and preferably one who has been exposed to the western culture as well as the
western style of eating. They are people who are upwardly mobile and don’t mind to pay for
convenience. In this category teenagers are the most affected by western culture and its eating habits.
The age group has been restricted to the range of 14 to 35 years as this age group accounts for about
70% of the total sales volume of pizzas in India.

As far as the socio Economic class is concerned, since Domino’s pizzas are priced from about Rs.80
onwards. However, Domino’s have now come out with pizzas ranging from Rs.39 onwards to target
the ever-increasing middle class consumers.

• Discount coupons are being provided with every item purchased.

• New schemes at regular interval of time according to the taste of the Indian customer.
Creative Strategy

Latest in domino’s

Kwality wall’s frozen Ice cream in dominos-For the first run through dominos began offering desserts
.Selling frozen yogurt in Domino's is additionally another business Domino's has likewise divided the
market geologically by choosing to at first take into account just the metropolitan urban communities
and urban zones. They have forgotten about the rustic zones because of the low degree of mindfulness
viewing western dishes just as common Indian patter of eating.

30 min campaign

This is a crusade wherein Domino's offers its clients free Pizzas on the off chance that they are not
conveyed in a short ways from the hour of request.

They have a store in a sweep of 3 kms in significant metropolitan urban communities. Anything
which is far away from 3 kms doesn't fall in this class.

Domino's latest special offer promises a hot and piping pizza delivered on door under 30 minutes, or
it's free. But 30 minutes is a very short time for a typical Dominos Pizza local delivery, but it's the
latest special offer from Dominos in an effort to outdo the competition. Still, there are some cities
where it must be really tough to make a Dominos Pizza local delivery, the cities where traffic
congestion is a natural way of life.

Design The Communication: Message Strategy

Promotional offers By Dominos

• With every order of pizza and coke/Garlic bread sticks get a domino’s pasta for Rs. 39 instead of Rs
69.

• Pasta is available in 2 variants: cheesy white and tangy red veg Rs 69/- & non veg Rs 79/-• Get
garlic bread for only Rs 30/- with any of the pizza mania combinations.

• Dominos start providing coke/fanta/sprite.

• Dominos started pizzas mania which starts from Rs 35 and we get the toping according to our
choice.

• Web coupons available at web site www.dominos.co.in

• promotion strategy to attract more customer in a new perceptive /innovative way.

• Domino’s has also come up with pasta mania.

Communication Mix

Every company must follow the eight major marketing communication modes. For Domino’s direct
selling and interactive selling is not needed though they are involved in internet and cable TV
promotions. Domino’s always search for ways to gain efficiency by replacing one communication
with others. The sustainability among communication tools explains why marketing function need to
be coordinated.
Advertising

It arrives at topographically scattered purchasers. Domino's vision is centered around Extraordinary

individuals determined to be the best pizza conveyance organization on the planet!

Domino's is dedicated to carrying fun and energy to the lives of our clients by conveying delightful
pizzas to their doorstep in a short time or less, and every one of its procedures are planned for
satisfying this responsibility towards its enormous and ever-developing client base. It's all commercial
are picture of center abilities. Their slogans The Pizza Delivery Experts and Hungry kya? are
demonstrating their centering zone in advancement.

Events/Experiences

They are supporting some school fest, social program and limited time occasions all through the
nation for advancement.

Public Relation

Domino's continually endeavors to create items that suit the flavors of its clients, in this way drawing
out the Wow impact (the vibe great factor). Domino's accepts emphatically in the methodology of
'Think nearby and act territorial'. Hence, on numerous occasions Domino's has been advancing fixings
appropriate to the taste buds of the nearby masses and the Indian market has very much acknowledged
these.

Personal Selling

Domino's continually endeavor to make the organization a fundamental piece of the lives of the
intended interest groups by engaging with the customer base at the enthusiastic level and building
long haul relationship with them. Accordingly, Domino's focus more on completing underneath the-
line exercises in the zone it serves.

Sales Promotion

 In India, Domino's has been related with the NGO's committed to the reason for oppressed
Children's. Domino's behaviors Store Educational Tour (SET) for the oppressed kids time-to-
time.
 Domino's Pizza India likewise gloats about its promise to serve its clients on time by executing
the 30 MINUTES OR FREE administration responsibility.
 They are ceaselessly offering new motivating forces to the clients.

Word of Mouth

This apparatus is extremely amazing for advancement in the cheap food industry. Low cost and great
conduct gave them the edge in India.
3.2 RESEARCH METHODOLOGY

Types of research

Research are mostly categorized in to four major categories:

 First is descriptive & Analytical

 Second Applied & Fundamental

 Third Quantitative & Qualitative

 Fourth Conceptual & Empirical

Sampling Technique

Sampling techniques can be broadly classified in to two types:

 Probability Sampling (here the every item in the universe have the equal chance of inclusion
in the sample)

 Non Probability Sampling

Again both are classified as follows:

Probability Sampling

 Simple Random sampling

 Complex random Sampling

Non-probability Sampling

 Haphazard or convenience sampling

 Purposive sampling

 Quota Sampling

 Judgment Sampling

This project will be based on the non-probability, purposive, quota sampling

Methods of Data collection:

 Primary data

 Secondary data

Primary Data

Looking into the objectives and information needed, I have chosen following two methods as per the
response of the subject:-

 Schedules
  Personal Interview.

Scheduler Method

Schedules (Performa containing a set of questions) will be fill in by the respondents.

Personal Interview Method

To take personal interview wherever it will be essential.

Secondary Data

The Secondary data will be mainly collected from different books, magazines, Journals, company’s
Literature, Newspapers, Internet and from the company personnel.

Tools for analysis

 Bar chart (Bar charts will be used for comparing two or more values that will be taken over
time or on different conditions, usually on small data set )

 Pie-chart (Circular chart divided in to sectors, illustrating relative magnitudes or

frequencies)
CHAPTER - 4
4.1 DATA ANALYSIS & INTERPRETATIONS

The data given below was based on the questions which are asked during the survey.

Q.1. How are you aware about Pizza Hut?

Table No. 1:

Particulars No. of Respondents Percentage

TV Ads 33 33%

Existing customers 21 21%

Magazines 24 24%

Friends 12 12%

Internet 10 10%

Total 100 100%

GRAPH No.1:

100 100%
90 90%
80 80%
70 70%
60 60%
50 50%
40 40%
30 30%
20 33 33%
10 21 21% 24 24%
0 20%
12 12% 10 10%
10%
0%

TV AdsExistingMagazinesFriendsInternet
customers
No. of RespondentsPercent

Fig 4.1 Q1

Interpretation: From the above graph shows that 33% of the respondents came to know of Pizza
Hut. through TV ads, 24% of the respondents through magazines, 21% of the respondents through the
existing customers and 12% of respondents from friends, 10% of respondents through internet. The
above graph explained that majority of respondents are TV ads and Magazines.
Q.2. What is your perception about Pizza Hut?

Table No. 2:

Particulars No. of Respondents Percentage

Good 45 45%

Ordinary 25 25%

No comment 25 25%

Poor 5 5%

Total 100 100%

Graph No.2:

45%
45%
40%
35%
30%
25%
20% 25% 25%
15%

10%5%
5%
0%
GoodOrdinaryNo commentPoor

Fig 4.2 Q2

Interpretation:

The above graph reveals that good perception comes from 45%, 25% have ordinary perception about
the Pizza Hut and rest by 25% have No Comment, 5% have poor perception.
3.Which brand do you like most between Pizza Hut & Dominos?

Table No. 3:

Particulars No. of Respondents Percent

Dominos 60 60%

Pizza Hut 40 60%

Total 100 100.0

Graph

70

60
60

50

40
40

Series 1
30

20

10

0
Dominos Pizza Hut

Fig 4.3 Q3

Interpretation:The above graph reveals that best perception comes from customer towards Dominos
product.
4. How often do you visit Pizza Hut?

Table:

Particulars No. of Respondent Percentage

Once a week 45 45%

Once in 2 weeks 25 25%

Once a month 25 25%

Once in six month 5 5%

TOTAL 100 100%

Graph

50
45
45
40
35
30

25 25
25
20
15
10

5
5
0

Once a week Once in 2 weeks Once a month Once in six month

Fig 4.4 Q4

Interpretation: The above graph reveals that mostly customer visit his Pizza Hut once a week . 25
% customer visit Once in 2 weeks and once a month.
5. How much do you rate Pizza Hut?

Table:

Particulars No. of Respondent Percentage

Good 50 50%

Very good 20 20%

Excellent 20 20%

Not so good 10 10%

TOTAL 100 100%

Graph

60

50
50

40

30

20 20
20

10
10

0
0
Good Very good Excellent Not so good

Fig 4.5 Q5

Interpretation:

The above graph reveals that most of customer says his Pizza Hut is good
6. Would you prefer having or ordering from a Pizza Hut rather than having home made food ?

Table:

Particulars No. of Respondent Percentage

Yes 30 30%

No 50 50%

Maybe 20 20%

TOTAL 100 100%

Graph

60

50
50

40

30
30

20
20

10

0
Yes No Maybe

Fig 4.6 Q6

Interpretation:

The above graph reveals that most of customer does not prefer having or ordering from a Pizza Hut
rather than having home made food
7. Your Pizza Hut is value for money ?

Table:

Particulars No. of Respondent Percentage

Satisfied 50 50%

Extremely Satisfied 20 20%

Neither satisfied nor 10 10%

dissatisfied

Extremely dissatisfied 20 20%

TOTAL 100 100%

Graph

60

50
50

40

30

20 20
20

10
10

0
Satisfied Extremely Satisfied Neither satisfied norExtremely dissatisfied
dissatisfied

Fig 4.7 Q7

Interpretation: The above graph reveals that most of customer are satisfied for Pizza Hut is value
for money
8. Do you enjoy ready to eat Pizza Hut?

Table:

Particulars No. of Respondent Percentage

Yes 80 80%

No 20 20%

TOTAL 100 100%

Graph

90

80
80

70

60

50

40

30
20
20

10

0
Yes No

Fig 4.8 Q8

Interpretation:
The above graph reveals that most of customer enjoy ready to eat Pizza Hut.

9. On an average how much are you willing to pay for ready to eat food or for your Pizza Hut?

Table:

Particulars No. of Respondent Percentage

300 20 20%

500 25 25%

1000 35 35%

1500 20 20%

TOTAL 100 100%

Graph

40
35
35

30

25
25
20 20
20

15

10

300 500 1000 1500

Fig 4.9 Q9

Interpretation: The above graph reveals that most of customer spent money approx rs. 1000 pay for
ready to eat food or for your Pizza Hut .
10. How would you like to have your order served ?

Table:

Particulars No. of Respondent Percentage

Home delivery 30 30%

Dine –in 60 60%

Take away 10 10%

TOTAL 100 100%

Graph

70

60
60

50

40

30
30

20

10
10

0
Home delivery Dine –in Take away

Fig 4.10 Q10

Interpretation:

The above graph reveals that most of customer are like to have your order served in dinein.
11. Are you satisfied with the quality of food served at your Pizza Hut?

Table:

Particulars No. of Respondent Percentage

Satisfied 50 50%

Not Satisfied 10 10%

Natural 20 20%

Dissatisfied 20 20%

TOTAL 100 100%

Graph

60

50
50

40

30

20 20
20

10
10

0
Satisfied Not Satisfied Natural Dissatisfied

Fig 4.11 Q11

Interpretation: The above graph reveals that most of customer are satisfied with the quality of food
served at your Pizza Hut .
12. Are you Satisfied with the variety of food served ?

Table:

Particulars No. of Respondent Percentage

Satisfied 50 50%

Not Satisfied 10 10%

Natural 20 20%

Dissatisfied 20 20%

TOTAL 100 100%

Graph

20
50
Satisfied
20
Not Satisfied
10
Natural
Dissatisfied

Fig 4.12 Q12

Interpretation:

The above graph reveals that most of customer are satisfied with variety of food served
13. Do you think Pizza Hut product is harmful for the society ?

Table:

Particulars No. of Respondent Percentage

Yes 40 40%

No 30 30%

Maybe 10 10%

Can’t say 20 20%

TOTAL 100 100%

Graph

20
40
10 Yes
No
30
Maybe Can’t say

Fig 4.13 Q13

Interpretation:

The above graph reveals that ready to eat Pizza Hut is harmful for the society is acceptable.
CHAPTER – 5
5.1 Finding

 Examination from the above survey shows that 33% of the respondents came to know about
Pizza Hut. through TV promotions, 24% of the respondents through magazines, 21% of the
respondents through the current clients and 12% of respondents from companions, 10% of
respondents through web. The above chart clarified that dominant part of respondents are TV
promotions and Magazines.

 Analysis from the above questionnaire reveals that good perception comes from 45%, 25%
have ordinary perception about the Pizza Hut and rest by 25% have no Comment, 5% have
poor perception.

 Analysis from the above questionnaire reveals that best perception comes from customer
towards Dominos product.

 Analysis from the above questionnaire reveals that mostly customer visit his Pizza Hut once
a week . 25 % customer visit Once in 2 weeks and once a month.

 Analysis from the above questionnaire reveals that most of customer says his Pizza Hut is
good

 Analysis from the above questionnaire reveals that most of customer does not prefer having or
ordering from a Pizza Hut rather than having homemade food

 Analysis from the above questionnaire reveals that most of customer are Satisfied for Pizza
Hut is value for money

 Analysis from the above questionnaire reveals that most of customer enjoy ready to eat Pizza
Hut.

 Analysis from the above questionnaire reveals that most of customer spent money approx
rs.1000 pay for ready to eat food or for your Pizza Hut.

 Analysis from the above questionnaire reveals that most of customer are like to have your
order served in dine in.

 Analysis from the above questionnaire reveals that most of customer are satisfied with the
quality of food served at your Pizza Hut .

 Analysis from the above questionnaire reveals that most of customer are satisfied with variety
of food served

 Analysis from the above questionnaire reveals that ready to eat Pizza Hut is harmful for the
society is acceptable.
5.2 Conclusion

Pizza Hut

 Reduce the menu costs; it is unreasonably costly for a middle class Indian.
 Middle class shapes the most extreme populace of India and thus decreasing the expenses of
pizza can build the versatility of interest extraordinarily
 Invariably there are no limits, or limits whenever offered are less. In this manner Pizza hut
should offer more limits to tap more clients
 Their reach is less when contrasted with Dominos (as they have just premium eateries) which
denies far away clients from having Pizza Huts experience. Consequently they should build
their essence.
5.3 LIMITATIONS OF STUDY

 The review was directed inside the restricted time period; so not many inadequacy might be
normal.
 The respondent's very own predisposition might be another factor, which is wild.
 The finding of the study is carefully founded on the reactions of the respondents. It is hard to
track down the euthenics be valid, so we are expecting them to be valid.
 Chances of some biasness couldn't be wiped out.
 A Samples size of hundred has been use because of time constraints.
 The study doesn't speak to classes of administrative experts not met, for example, those from
instructive foundations, wellbeing related ventures, law requirement, or worldwide
organizations.
ANNEXURE

REFERENCES/BIBLIOGRAPHY

BOOKS:

 Kuesster, Sabeine (2015): MKT 301: Strateigic Marketng & Marketting in Specific Industry
Contexts, University of Mannheim, p. 110.

 Bakker, Michell The Strategic Marketng Plan Auudit 2018. ISBN 1-908433-99-8. p.3

 Homburg, Christian; Sabine Kuester, Harley Krohmer (2019): Marketing Management - A

Contemporary Perspective (1st ed.), London.

 Aakker, David Strategic Market Management 2018. ISBN 978-0-470-05623-3.

 Aakker, David Strategic Market Management 2018. ISBN 978-0-480-05623-3

 Bakker, Michael The Strategic Marketing Plan Audit 2018 ISBN 1-902533-99-8. p. 29

Web links:-

 http://en.wikipedia.org/wiki/Pizza_Hut access on 3rd march 2020.

 http://www.recipepizza.com/the_history_of_pizza_hut.htm access on 6th march 2020.

 http://www.spaceref.com/news/viewpr.html?pid=4921 access on 11th march 2020.

 http://www.globalclassroom.org/pizza.html access on 16th march 2020.

 http://www.oppapers.com/subjects/pizza-hut-pricing-strategy-page1.html access on 22th march

2020.

APPENDICES
List of Figures

Fig. No. Name Page No.

1.1 Market share 3
1.2 About pizza hut 5
4.1 Q1 31
4.2 Q2 32
4.3 Q3 33
4.4 Q4 34
4.5 Q5 35
4.6 Q6 36
4.7 Q7 37
4.8 Q8 38
4.9 Q9 39
4.10 Q1O 40
4.11 Q11 41
4.12 Q12 42
4.13 Q13 43

QUESTIONNAIRE FOR THE SURVEY

Customer name:- Mr/Mrs/Miss………………………

Address: - ……………………………………………………

Contact no: - ……………………………………………………

1. Which ready to eat Pizza do you like the most?

a) Chicago pizza

b) Dominos

c) Pizza Hut

2. What do you prefer to have at you favorite fast food chain ?

 a) Chicken

b) Pizzas

c) Burger

d) BBQ

3. How often do you visit in Pizza hut?

a) Once a week

b) Once in 2 weeks

c) Once a month

d) Once in six month

4. How much do you rate any in Pizza hut ?

a) Good

b) Very good

c) Excellent

d) Not so good

5. would you prefer having or ordering from a Pizza rather than having homemade Pizza ?

a) Yes

b) No

c) Maybe

6. In Pizza hut is value for money?

a) Satisfied

b) Extremely Satisfied

c) Neither satisfied nor dissatisfied

d) Extremely dissatisfied

7. Do you enjoy ready to eat food among any in Pizza hut ?

 a) Yes

b) No

8. On an average how much are you willing to pay for ready to eat pizza for in Pizza hut?

a) 300

b) 500

c) 1000

d) 1500

9. How would you like to have your order served ?

a) Home delivery

b) Dine –in

c) Take away

10. Are you satisfied with the quality of food served at Pizza hut?

a) Satisfied

b) Not Satisfied

c) Neutral

d) Dissatisfied

11. Are you Satisfied with the variety of Pizza served?

a) Satisfied

b) Not Satisfied

c) Neutral

d) Dissatisfied

12. Do you think ready to eat pizza is harmful for the society?

a) Yes

b) No

c) Maybe

d) Can’t say