CHAPTER-1

INTRODUCTION

1.1 Profile of the organisation

PIZZA HUT
Pizza Hut is an American restaurant chain and international franchise that offers
different styles of pizza along with side dishes including salad, pasta, chicken
wings, breadsticks, and garlic bread.
MISSION Statement of Pizza Hut.
They are P.E.A.R.L.S
PASSION for excellence in Doing everything
EXECUTE with positive energy and need
ACCOUNTABLE for growth in customer satisfaction
RECOGNIZE the achievement of others and have fun doing it
LISTEN and more importantly, respond to the voice of the customer.
VISION Statement of Pizza Hut
To make the people know that for all the eating items they desire to eat
can be made available in minimum time without our effort excluding

money.
To improve the well being of our customers, community and people

connected to our enterprise. RUN GREAT RESTURANTS

There were more than 6,000 Pizza Hut restaurants in the United States, and more
than 5,139 store locations in 94 other countries and territories around the world.
The various products offered by Pizza Hut are:
Pizza
Soups
Salads
Deserts
Flavoured Shakes
Pastas
Pizza Hut has 45% market share all over the world and therefore has no. 1
ranking in pizza outlets.
Some of the other major players in this industry are:
Smokin joe
Papa john
US pizza
ORGANISATION STRUCTURE OF PIZZA HUT
1

DIRECTOR

MANAGER

SUPERVISOR

CHEF/
HELPER

DELIVERY
MAN

CASHIER

WAITER

Fig 1: Organisation Chart Of Pizza Hut

SWOT ANALYSIS of Pizza Hut

STRENGHTS
1) Over 20,000 franchises around the world.
2) Brand leader in the UK.
3) Innovative range of pizzas under one roof.
WEAKNESS
1) No parking facilities.
2) Advertisings are very less.
3) Still there are fewer outlets of Pizza Hut.
OPPORTUNITIES
1) Pizza Hut can introduce new Pizzas with different crust sizes and
flavours. This may attract new customers with new tastes and this
may increase their sales.
2) Pizza Hut has expanded into the Indian market menu and looks to
the old favourite to bolster sales in the US.
3) Pizza Hut has targeted upscale products and a downscale
consumer base; this will attract customers who are more willing

to buy these Pizzas.

THREATS
1) Rising competition undermines Pizza Hut as consumers go for
greater convenience; this will lower the amount of sales

consumed by Pizza Hut as these sales are going to smaller

companies who are charging less.
2) Rising cheese costs threaten margins, cheese is essential to the
business as it is there primary good, there for they are unable to
go without it, this may lead to Pizza Hut eventually buying goods
from abroad or buying cheaper brands.
3) Threat from Dominos pizza, also from Mc Donalds who have
tried to introduce a new meal that is a Pizza called: McPizza.

DOMINOS PIZZA

Domino's Pizza is an American restaurant chain and international franchise pizza

delivery corporation headquartered at the Domino Farms Office Park campus in
Ann Arbor Township, Michigan, United States, near Ann Arbor, Michigan.
MISSION Statement of Dominos pizza.
Maintaining high standards of the international chain of pizza delivery in
Mexico and provide the experience of an excellent product with excellent
customer service.
Exceptional People serving the best pizza in the world.
Sell more pizza.
VISION Statement of Dominos pizza
No. 1 in pizza.
No. 1 in people
To be the best operator dominos pizza system with the best talent.
Dominos pizza has more than 10,000 corporate and franchised stores in 70
countries and all 50 U.S. states.
The various products offered by Pizza Hut are:
Pizza
Deserts
Pastas
Soft drinks
Wraps
Chicken wings
Dominos has 40% market share all over the world and therefore has no.
Some of the other major players in this industry are:
Smokin joe
3

Papa john
US pizza

ORGANISATION STRUCTURE OF DOMINOS PIZZA

OWNER

STORE
MANAGER

ASSISTANT
MANAGER

MANAGER

CREW
MANAGER

CASHIERS

COOKS

Fig 2: Organisation Chart Of Dominos

SWOT ANALYSIS of Dominos pizza

STRENGHTS
1) Worldwide presence
2) Strong image
3) Strong network within franchises.
WEAKNESS
1) There is lack of organic pizzas which will limit the target market
2) Price, expensive products compare to small competitors
OPPORTUNITIES
1) Dominos pizza focuses on delivering the pizza the most efficient
way.
2) Sales from iPhone application
3) Special promotions
THREATS
1) Intense competition
2) Tendency to healthy food
3) Increase of food and labour cost

1.2 Theoretical Description

Concepts used in this project:
The major concept used in this project is to determine the customers satisfaction
and preference between two big restaurants offering pizza namely PIZZA HUT and
DOMINOS. A comparative analysis is done between Pizza Hut and Dominos.
Techniques used in this project:

The technique used to complete this project is data collection through method of
primary data collection. Primary data can be collected through many ways but in
this project questionnaire method is used to collect data through the respondents.
Tools used in this project:
Since questionnaire method is used in this project to collect the data. The tool used
to analyse that data and interpret the results thereby pie charts are used to represent
the data and average calculation method is applied to analyse and interpret the data
collected.

CHAPTER-II:
OBJECTIVES

2.1 Objectives of Study:

The various objectives of making this project are:

To collect the primary data and to analyse data with a meaningful result

and conclusions.
To compare the two big pizza houses namely Pizza Hut and Dominos.
To conduct a survey through the means of questionnaire regarding
customer satisfaction and preference between services and food offered

by Dominos and Pizza Hut.

To check out the preferences of the people / or the customers.
To do a comparative analysis on the data collected from the respondents

so as to interpret the results.

To find out that whether dining in is preferred more or home delivery

and of which pizza outlet by the customers.

To find out which factors are more preferred by the customers.

2.2 Scope of Study: In this project primary data has been collected through survey. The
survey has been conducted through means of questionnaire containing 22 close
ended multiple choice questions. The data collected will be analysed and interpreted
later on.

The project is useful for better understanding of customer preference and

satisfaction.
The project provides conclusion drawn upon by conducting the survey

among the various respondents.

It also provides some useful recommendations for the outlets to attract
and retain more and more customers.

2.3 Methodology used for Data Collection

RESEARCH METHODOLOGY
Research Methodology is defined as a scientific and systematic research for pertinent
information on a specific topic. Research is an art of systematic investigation.
Research comprises defining and redefining problems, formulating hypothesis or
suggested solutions, collecting, organizing and evaluating data, making deductions, and
at last reaching conclusion.
7

Research Approach: SURVEY METHOD

Data Source:
Primary: The data was collected through questionnaire comprising of 22 questions.
Secondary: The data was collected through internet, subject books and respective
project guides.
Data Collection Instrument: The research instruments used for collecting the primary
data were the questionnaire.
Questionnaire: The questions were limited in numbers simple direct and unbiased
technology was adopted. The questionnaire contains closed-ended questions having
multiple options.
Sampling Procedure:
1. Sample Unit: individuals liking eating pizzas.
2. Sample Size: 60 Respondents
3. Sampling Method: Random Sampling Method
4. Contact method: the respondents were contacted directly.
5. Population/Target population: random people in Delhi.
(a)

Methodology used for Data Analysis: The data so collected was analysed
later to interpret the results regarding the favourability and preference of the
customers between Pizza Hut and Dominos.

The data was represented in the form of pie charts. The collected data was analysed
through average method. The data was feed in the MS Excel which gave the
averages in percentage

CHAPTER-III
DATA ANALYSIS & INTERPRETATION

SECTION A (DININIG IN)

Ques 1. Which pizza outlet do you prefer to visit?
o Pizza Hut
o Dominos

PIZZA HUT
60%

DOMINOS
40%
9

Total
100%

Table 1: data analysis for ques 1

Question 1

pizza hut
40%

dominos
60%

Fig 3: pie chart for ques 1

INTERPRETATION: From the above pie chart and figures represented on it can be
well concluded that people prefer Pizza Hut more than Dominos for a dining pizza
restaurant.
Ques 2. What do you look for while choosing pizza outlet?
o
o
o
o
o
o

Closest place
Cheapest
Best tasting
Friendly staff
Cool environment
Coupon offers

PIZZA HUT
CLOSEST PLACE
25%
CHEAPEST
65%
BEST TASTING
53%
FRIENDLY STAFF
8%
COOL ENVIRONMENT
8%
COUPON OFFERS
0
Total
100%
Table 2: data analysis for ques 2

10

DOMINOS
21%
17%
50%
4%
0
8%
100%

PIZZA HUT

Closest place

5% 5% 16%

Cheapest
Best tasting
Friendly staf
cool environment

33%

Coupon ofers
41%

Fig 4: pie chart for pizza hut ques 2

INTERPRETATION: People prefer Pizza Hut for dining in due to the cheapest prices
(65%), they also prefer it due its best tasting (53%), very less people prefer it for being
closest (25%), and only few people opt for Pizza Hut for its friendly staff and cool
environment (8%).

DOMINOS

4%

8%

Closest place
Cheapest

21%

Best tasting
Friendly staf

17%
50%

11

Cool environment
Coupon ofers

Fig 5: pie chart for dominos ques 2

INTERPRETATION: People prefer Dominos for dining in due to the best tasting
(50%), they also prefer it due its closest place (21%), very less people prefer it for being
cheapest (17%), and only few people opt for Dominos for its coupon offers (8%) and
friendly staff (4%).
Ques 3. How far do you need to travel to reach this restaurant?
o
o
o
o

Less than 1 km
1km to 3km
3km to 6km
More than 6km

PIZZA HUT
LESS THAN 1 KM
30.50%
1 KM TO 3 KM
44.50%
3 KM TO 6 KM
19.50%
MORE THAN 6 KM
5.50%
Total
100%
Table 3: data analysis for ques 3

DOMINOS
34%
50%
8%
8%
100%

PIZZA HUT

6%
20%

Less than 1km

31%

1Km to 3km
3km to 6km
More than 6km

45%

12

Fig 6: pie chart for pizza hut ques 3

INTERPRETATION: For visiting Pizza Hut more and more people has to visit 1km
to 3 km (44.50%), less people has to travel for less than 1 km (30%), very few people
travel for 3 km to 6 km (19.50%) and for more than 6 km (5.50%).

DOMINOS

8%

Less than 1km

8%
34%

1Km to 3km
3km to 6km
More than 6km

50%

Fig 7: pie chart for dominos ques 3

INTERPRETATION: For visiting Dominos more and more people has to visit 1km to
3 km (50%), less people has to travel for less than 1 km (34%), very few people travel
for 3 km to 6 km and for more than 6 km (8%).
Ques 4. How do you find the prices of pizzas and other variants at this restaurant?
o Nominal
o High
o Very high
PIZZA HUT
NOMINAL
41%
HIGH
44%
VERY HIGH
14%
Total
100%
Table 4: data analysis for ques 4
13

DOMINOS
63%
29%
8%
100%

PIZZA HUT

14%

Nominal
41%

High
Very high

44%

Fig 8: pie chart for pizza hut ques 4

INTERPRETATION: More people think that Pizza Hut offers their products with
high prices (44%), less people think that prices are nominal (41%), and very less people
have opted for very high prices (14%).

DOMINOS

8%
Nominal
High
29%

Very high
63%

14

Fig 9: pie chart for dominos ques 4

INTERPRETATION: More people think that Dominos offers their products with
nominal prices (63%), less people think that prices are high (29%), and very less people
have opted for very high prices (8%).
Ques 5. Do you get your pizza within the time you have been told?
o Very often
o Sometimes
o Always

VERY OFTEN
SOMETIMES
ALWAYS
Total
Table 5: data analysis for ques 5

PIZZA HUT
28%
53%
19%
100%

DOMINOS
25%
37.50%
37.50%
100%

PIZZA HUT

19%

Never
28%

Very often
Sometimes
Always

53%

Fig 10: pie chart for pizza hut ques 5

INTERPRETATION: More and more people says that they sometimes get whatever
they have ordered (53%), and less people that they very often get what they have

15

ordered (28%), and only few people have opted that they always get what they have
ordered (19%).

DOMINOS

25%
38%

Never
Very often
Sometimes
Always

38%

Fig 11: pie chart for dominos ques 5

INTERPRETATION: More and more people says that they sometimes get whatever
they have ordered (37.50%), and equal people that they always get what they have
ordered (37.50%), and only few people have opted that they very often get what they
have ordered (19%).
Ques 6. How do you find the tastes of pizzas and other variants here in this outlet?
o Average
o Tasty
o Very tasty
PIZZA HUT
AVERAGE
14%
TASTY
55.50%
VERY TASTY
30.50%
Total
100%
Table 6: data analysis for ques

16

DOMINOS
8%
75%
17%
100%

PIZZA HUT

14%
31%

Average
Tasty
Very tasty

56%

Fig 12: pie chart for pizza hut ques 6

INTERPRETATION: More and more people says that they find pizza and other
variants tasty at Pizza Hut (55.50%), and some people find it very tasty (30.50%), very
few people says that tastes of pizzas and other variants at Pizza Hut is just average
(14%).

DOMINOS

17%

8%
Average
Tasty
Very tasty

75%

17

Fig 13: pie chart for dominos ques 6

INTERPRETATION: More and more people says that they find pizza and other
variants tasty at Dominos (75%), and some people find it very tasty (17%), very few
people says that tastes of pizzas and other variants at Dominos is just average (8%).
Ques 7. How do you find the cleanliness and interiors of the restaurant?
o
o
o
o

Poor
Satisfactory
Good
Excellent

PIZZA HUT
POOR
0
SATISFACTORY
36%
GOOD
33.30%
EXCELLENT
30.50%
Total
100%
Table 7: data analysis for ques 7

DOMINOS
8%
21%
63%
8%
100%

PIZZA HUT

Poor
31%

36%

Satisfactory
Good
Excellent

33%

Fig1 4: pie chart for pizza hut ques 7

INTERPRETATION: Almost equal number of people find the cleanliness and
interiors of Pizza Hut satisfactory (36.20%), good (36.20%), and excellent (30.50%).

18

DOMINOS

8% 8%

Poor
21%

Satisfactory
Good
Excellent

63%

Fig 15: pie chart for dominos ques 7

INTERPRETATION: Majority of people says that interiors and cleanliness at
Dominos is good (63%), but less people say that it is satisfactory (21%), only a few
people says that it is excellent and same for the poor (8%).
Ques 8. How was your overall experience at this restaurant?
o Excellent
o Good
o Average
PIZZA HUT
EXCELLENT
17%
GOOD
72%
AVERAGE
11%
Total
100%
Table 8: data analysis for ques 8

19

DOMINOS
0
87.50%
12.50%
100%

PIZZA HUT

11%

17%

Excellent
Good
Average

72%

Fig16: pie chart for pizza hut ques 8

INTERPRETATION: Majority of people had a good overall experience at Pizza Hut
(72%), some people had excellent experience there (17%), and very few people had
opted for average overall experience (11%).

DOMINOS

13%

Excellent
Good
Average

88%

20

Fig 17: pie chart for dominos ques 8

INTERPRETATION: Majority of people had a good overall experience at Dominos
(87.50%), and rest of the people had average overall experience (12.50%).

SECTION B (HOME DELIVERY)

Ques 1. Which pizza outlet do you prefer to order from?
o Pizza Hut
o Dominos
PIZZA HUT
43%
Table 9: data analysis for ques

DOMINOS
57%

Total
100%

QUESTION 1

Pizza hut
43%

Dominos

57%

Fig 18: pie chart for pizza hut ques 1

INTERPRETATION: From the above pie chart and figures represented on it can be
well concluded that people prefer Dominos (57%) more than Pizza Hut (43%) for home
delivery services of Pizza Hut.
Ques 2. What do you look for when choosing where to order your pizza from?
21

o
o
o
o
o

Closest place
Cheapest
Best tasting
Friendly staff
Coupon offers

PIZZA HUT
CLOSEST PLACE
23%
CHEAPEST
11.50%
BEST TASTING
58%
FRIENDLY STAFF
0
COUPON OFFERS
7.50%
Total
100%
Table 10: data analysis for ques 2

DOMINOS
24%
32%
32%
0
12%
100%

PIZZA HUT

8%

Closest
23%

Cheapest
Best tasting
Friendly

12%

Coupon

58%

Fig 19: pie chart for pizza hut ques 2

INTERPRETATION: People prefer Pizza Hut for home delivery in due to the best
tasting (58%), they also prefer it for being closest (23%), very less people prefer it for
being cheapest (11.50%), and only few people opt for Pizza Hut for its coupon offers
(7.50%).

22

DOMINOS

12%

Closest
24%

Cheapest
Best tasting
Friendly

32%

Coupon
32%

Fig 20: pie chart for dominos ques 2

INTERPRETATION: People prefer Dominos for home delivery services due to the
cheapest prices (32%), they also prefer it due its best tasting (32%), very less people
prefer it for being closest (24%), and only few people opt for Pizza Hut for its coupon
offers (12%).
Ques 3. How do you find the prices of pizzas and other variants at this pizza outlet?
o Nominal
o High
o Very high
PIZZA HUT
NOMINAL
42%
HIGH
38%
VERY HIGH
20%
Total
100%
Table 11: data analysis for ques 3

23

DOMINOS
68%
26%
6%
100%

PIZZA HUT

20%

Nominal
42%

High
Very high

38%

Fig 21: pie chart for pizza hut ques 3

INTERPRETATION: More people think that Pizza Hut offers their products with
nominal prices (42%), less people think that prices are high (38%), and very less people
have opted for very high prices (20%).

DOMINOS

6%
Nominal
High

26%

Very high
68%

24

Fig 22: pie chart for dominos ques 3

INTERPRETATION: More people think that Dominos offers their products with
nominal prices (68%), less people think that prices are high (26%), and very less people
have opted for very high prices (6%).
Ques 4. Do you get your pizza delivery within the time you have been told?
o Very often
o Sometimes
o Always
PIZZA HUT
VERY OFTEN
15%
SOMETIMES
62%
ALWAYS
23%
Total
100%
Table 12: data analysis for ques 4

DOMINOS
6%
53%
41%
100%

PIZZA HUT

15%

23%

Very often
Sometimes
Always

62%

Fig 23: pie chart for pizza hut ques 4

INTERPRETATION: Majority of people says that they sometimes get pizza delivery
on time (62%) from Pizza Hut delivery services, some people have opted for always
(23%) and rest says very often (15%).
25

DOMINOS

6%
Very often
Sometimes

41%

Always
53%

Fig 24: pie chart for dominos ques 4

INTERPRETATION: Majority of people says that they sometimes get pizza delivery
on time (53%) from Dominos pizza delivery services, some people have opted for
always (41%) and rest says very often (6%).
Ques5. Do you exactly get what you have ordered on phone?
o Very often
o Sometimes
o Always
PIZZA HUT
VERY OFTEN
31%
SOMETIMES
42%
ALWAYS
27%
Total
100%
Table 13: data analysis for ques 5

26

DOMINOS
9%
20.50%
70.50%
100%

PIZZA HUT

27%

31%

Very often
Sometimes
Always

42%

Fig 25: pie chart for pizza hut ques 5

INTERPRETATION: Mostly people says that they sometimes get exactly what they
have ordered on phone from Pizza Hut home delivery services (42%), some people says
that they very often get it (31%) and rest have opted for always (27%).

DOMINOS

9%
Very often
21%

Sometimes
Always

71%

27

Fig 26: pie chart for dominos ques 5

INTERPRETATION: Mostly people says that they always get exactly what they have
ordered on phone from Dominos home delivery services (70.50%), some people says
that they sometimes get it (20.50%) and rest have opted for very often (9%).
Ques 6. Do you receive your order in proper condition, fresh and hot?
o Very often
o Sometimes
o Always
PIZZA HUT
VERY OFTEN
38.50%
SOMETIMES
38.50%
ALWAYS
23%
Total
100%
Table 14: data analysis for ques 6

DOMINOS
0
50%
50%
100%

PIZZA HUT

23%

Very often
39%

Sometimes
Always

39%

Fig 27: pie chart for pizza hut ques 6

INTERPRETATION: Same number of people says that they sometimes/ very often
receive their order in proper condition, fresh and hot from Pizza Hut home delivery

28

services (38.50%), and rest people says that they always get it in proper condition, fresh
and hot (23%).

DOMINOS

Very often
Sometimes
50%

50%

Always

Fig 28: pie chart for dominos ques 6

INTERPRETATION: Equal number of people says that they sometimes/ always
receive their order in proper condition, fresh and hot from Dominos home delivery
services (50%).
Ques 7. How do you find the tastes of pizzas and other variants here in this outlet?
o Average
o Tasty
o Very tasty
PIZZA HUT
AVERAGE
23%
TASTY
58%
VERY TASTY
19%
Total
100%
Table 15: data analysis for ques 7

29

DOMINOS
9%
76%
15%
100%

PIZZA HUT

19%

23%

Average
Tasty
Very tasty

58%

Fig 29: pie chart for pizza hut ques 7

INTERPRETATION: More and more people says that they find pizza and other
variants tasty at Pizza Hut (58%), and some people find it average (23%), very few
people says that tastes of pizzas and other variants at Pizza Hut is very tasty (19%).

DOMINOS

15%

9%
Average
Tasty
Very tasty

76%

30

Fig 30: pie chart fordominos ques 7

INTERPRETATION: More and more people says that they find pizza and other
variants tasty at Dominos (76%), and some people find it very tasty (15%), very few
people says that tastes of pizzas and other variants at Dominos is just average (9%).
Ques 8. How was your overall experience from the home delivery services of this
restaurant?
o Excellent
o Good
o Average
PIZZA HUT
EXCELLENT
23%
GOOD
58%
AVERAGE
19%
Total
100%
Table 16: data analysis for ques 8

DOMINOS
15%
68%
17%
100%

PIZZA HUT

19%

23%

Excellent
Good
Average

58%

Fig 31: pie chart for pizza hut ques 8

31

INTERPRETATION: Majority of people had a good overall experience of Pizza Hut

home delivery services (58%), some people had excellent experience there (23%), and
very few people had opted for average overall experience (19%).

DOMINOS

15%

17%

Excellent
Good
Average

68%

Fig 32: pie chart for dominos ques 8

INTERPRETATION: Majority of people had a good overall experience of Dominos
home delivery services (68%), some people had excellent experience there (17%), and
very few people had opted for average overall experience (15%)

32

CHAPTER-IV
CONCLUSIONS
4.1

Results of the Study

Pizza Hut covers a large portion of market area as compared to that of Dominos

pizza in dining in restaurant and vice versa for home delivery restaurant.
Maximum people look for pizza restaurant which have cheap prices and best

tasting.
Most of the respondents say that Pizza Hut has high product prices whereas

Dominos has nominal product prices.

People say that they get ample of varieties both at Pizza Hut and Dominos with

great tastes and serving.

At Pizza Hut people very often get their order within the time they have been
told but at Dominos people always get their order in time and receive it in fresh
and hot condition.

4.2 Conclusion.
On the basis of the study it is found that both the pizza restaurant is preferable by the
people. In case of Pizza Hut covers more market area when it comes to variety and
tasting and is more popular among the consumers as a dining in restaurant. Whereas on
the other hand Dominos covers more market area when it comes to product prices and
quick services and is more popular among the consumers as a home delivery restaurant.
People had overall good experience at food restaurant, Pizza Hut as well as Dominos
pizza. People with high income or high income group people choose Pizza Hut and
middle income group people choose Dominos pizza.
Dominos provide quick home delivery services whereas Pizza Hut very often does it.
Dominos provide more offers than Pizza Hut in their pizza and other beverages.
Overall both the food restaurant has gain equal popularity among the pizza lover.

33

BIBLIOGRAPHY
1.
2.
3.
4.
5.

Research Methodology, Ranjit Kumar, Edition 2013

http://www.scribd.com/
http://www.pizzahut.co.in/
http://www.dominos.co.in/
https://www.surveymonkey.com/

34