CHAPTER I- INTRODUCTION

1.1 OBJECTIVES OF THE STUDY

To find out the customer gap , i.e., what customers expect from company on various parameters and what they actually perceive.

To find out the motivational factor which insist customers to choose Domino’s. To understand general spending habit of consumers

To understand important satisfaction factors

The Comparison of expenditure done by the consumers on eating out and on Domino’s.

To know the various factors or services where Domino’s is supposed to work hard in order to improve the overall experience of the customers.

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1.2 QUICK-SERVICE RESTAURANT INDUSTRY IN INDIA

QSR or fast food concept was introduced in India about a decade and a half ago

when American brands like McDonalds, KFC, Domino’s Pizza and Pizza Hut

entered into the Indian market. These brands have undergone the initial challenge

of charting the new territory and today have not only found acceptance but are part

and parcel of Indian consumer’s dining habits. The brands which have recently

entered in India are Quiznos and Dunkin’ Donut. Now, more of the American

brands like Denny’s, Pollo Tropical, Applebee’s and Johnny Rockets are ready to

take plunge in Indian QSR market. India's quick service restaurant market worth

$13 billion is growing 25-30 percent a year on the back of a generation of young

and increasingly wealthy consumers with an appetite for western tastes. In the past,

most of the multinational food brands have opted for franchise model to enter and

or grow their footprint in India and the trend has only increased over the years

because now more and more franchisees observe corporate-like culture and high

professional standards leading to enhanced profitability. At present the market size

and growth projection between organized and unorganized food retailing industry

stands as follows:

16%

UNORGANIZED 45% UNORGANIZED

ORGANIZED 55% ORGANIZED

84%

2

KEY DRIVERS IN INDIAN QUICK SERVICE RESTAURANTS

LOW PENETRATION OF MODERN RESTAURANT OUTLETS

India and the rest of South Asia have a low penetration of modern

restaurants compared to more developed markets. Most developed

markets have more than 0.5 outlets per 1,000 people – Japan has 1.1,

Canada has 1.0 and the US has 0.7 while the penetration in most

South Asian countries is equal to (as in India’s case) 0.2.

This represents a growth opportunity for Jubilant Foods Works (JFL)

in India where competition and the entrance of new players via

franchises have intensified over the years.

ATTRACTIVE DEMOGRAPHICS

India enjoys attractive demographics in terms of population growth, a

large younger base (the under-25 age group represents close to 54%

of the total population). Growing income levels and increase in

purchasing power has led to a higher spending capacity which

provides a huge opportunity for penetration for the food services

sector

RISING URBANIZATION

Ordering in or eating out is more prevalent in the cities and

towns than in the rural areas. The average spends on ordering

in the Tier 1 or Tier 2 towns is double the average spends in the

Tier 3 towns.

3

CHANGING FOOD HABITS AND EATING OUT CULTURE

Increased individual incomes and growth in middle class has impacted greater

demand for convenience foods. Eating out or ordering in meals for consumption at

home has become a popular trend. According to the Technopak Report 2009,

ordering in or bringing in meals from restaurants is a fairly common practice, with

two out of three households in India having done so in one month. In fact, most

who have ordered in or brought food from outside have done it multiple times.

STILL LOW SHARE OF THE MARKET FOR FOOD & BEVERAGES

CONSUMED AWAY FROM HOME

Only 2% of monthly expenditure on food bought from outside or ordered-in by

households in India is spent on pizzas and pastas on a monthly basis. There is a

clear opportunities for QSR players like JFL to encourage eating out, given the low

base in India. Food and drinks consumed outside the home (restaurants, street

stands) represent only 19% of total food and drinks spending.

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1.3 HISTORY

Like most corporate success stories, Domino's started out small - with just one

store in 1960. Domino's Pizza originated as a small pizza store owned by

Dominick Di Varti at the Michigan University campus in the US under the name

'Dominick's Pizza'. The pizza store was bought by two brothers who were

students at the University, Thomas S. Monaghan (Tom) and James S. Monaghan (James) in 1960.It was re-christened Domino's Pizza in 1965.

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1.4 INTRODUCTION

Domino’s vision: Exceptional people on a mission, to be the best pizza delivery company in the world.

Jubilant Food Works Ltd. (formerly Domino's Pizza India Ltd) was incorporated in

March 1995 as the master franchisee for South Asia Pacific, of Domino's Pizza

International Inc., of USA. Moreover, the company holds the master franchisee

rights for Sri Lanka and Bangladesh through its wholly owned subsidiary. Mr.

Shyam S.Bhartia and Mr. Hari S. Bhartia of the Jubilant Group are the promoters

of the company. Since inception, Domino's Pizza India Ltd. has proceeded to

become one of the largest and fastest growing international food chains in South

Asia. The first Domino's Pizza store in India opened in January 1996, at New

Delhi. Today, Domino's Pizza India has grown into a countrywide network around

411 outlets in 95 cities.

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CHAPTER II – RESEARCH METHODOLOGY

2.1 STRATEGIES

POSITIONING WAR

When Domino's entered the Indian market, the concept of home delivery was still

in its nascent stages. It existed only in some major cities and was restricted to

delivery by the friendly neighborhood fast food outlets. Eating out at 'branded'

restaurants was more prevalent.

GOING PLACES

Domino’s has selected their store locations wisely with focus on shopping malls,

multiplex complexes, metro stations, highways, offices spaces not only in Tier-1

but has also extended their foot print in Tier-2 and Tier-3 cities reaching out to a

larger consumer base.

LOCALIZING THE MENU

Since its entry into India, Domino's introduced new toppings for Pizzas to cater to the local tastes. Different flavours were introduced to cater to local population.

BRAND BUILDING THROUGH ADVERTISING

Domino's and Pizza Hut initially restricted their ad strategy to banners, hoardings and specific promotions. In August 2000, Domino's launched the

'Hungry Kya? (Are You Hungry)' sequence of advertisements on television. In

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2009 Domino’s rolled out a new campaign 'Khushiyon ki Home Delivery', to

promote the home delivery service of its latest offering. The campaign has been

created by Contract Advertising and positions the home delivery of pizza and pasta

as a very convenient service.

PRICING AND PROMOTION WARS

Through its 'Fun Meal for 4’ pack the Domino’s Pizza India offers four pizzas at

the rate starting at Rs 156. This has helped the speciality food franchise to enhance

the strength of its customer base. Domino's has introduced price cuts, discounts to

attract the customers. They offer comeback value to their customer.

8

9

SERVICE BLUEPRINT OF DOMINO’S:

10

FLOWER OF SERVICE

11

SERVICES MARKETING TRIANGLE

Company

Internal marketing External marketing

Employee CustomerInteractive Marketing

INTERNAL MARKETING

Young and enthusiastic team.

Domino’s vision.

Bonus scheme incorporating profit.

―What’s up Dominos‖ session

EXTERNAL MARKETING

Home delivery specialist.

Dominos bring out the 'WOW' effect.

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Domino’s serve its customers on time.

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Every order is hand-made.

INTERACTIVE MARKETING

Dominos promises their customers safe n friendly service with free home delivery.

Domino’s heat wave.

Domino’s Pizza strives to be the best pizza delivery company in the world.

Delivers more than just hot pizzas.

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2.4 METHODOLOGY

QUESTIONNAIRE DESIGN

The questionnaire designed was in the form of online form, in which closed-ended questions were used. Some questions were having the options which were Nominal in nature and some questions were having the options which were Interval or Scale in nature.

Data Sources:

The process of data collection for this study was entirely primary.

Research Approach:

The approach was in the form of a online survey of the respondents. As this was an online survey, so other relevant hidden information such as why, why not etc., could not be received by the respondents.

Sample Size:

The sample size taken for this study is only 31[24 male and 7 female]

Sampling technique:

Convenient sampling

Contact method:

Mailing the online form to many of the people, whose contacts in our E-MAIL ads. And apart from this the questionnaire link was floated on the facebook.

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2.5 ANALYSIS

MONTHLY SPENDING EATING OUT

1. More then half (66.67%) of the people spending Rs100-300 on eating out spends less then RS 100 on domino’s.

2. Large group of people (83.33%) spending Rs.300-600 on eating out spend 100-300 on domino’s

3. The people spending Rs600-900 on eating out are divided equally in the categories less then 100, 100-300 and 300-500.

4. The people spending 900 and above spends on domino’s in every above mentioned denominations (less then 100, 100-300, 300-500,500 and above)

5. The no. of people spending less the 100 is more as compared to others

.

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ONLINE ORDERING

Out of the total respondents 67.74% did not make orders online because of the following reasons:-

1. Lack of awareness among the customers about the online order system of domino’s.

2. As placing order online required connectivity of internet and a computer so it is not always available to the customer.

3. Telephone ordering is more convenient then internet.

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MOTIVATIONAL FACTORS BEHIND CHOOSING DOMINO’S

1. For Large group of respondents (41.94%) service quality is one of the major motivation factors. The good thing about domino’s service is there timely delivery that is in just 30 min and simultaneously the quality they deliver is also good.

2. 29.03% of the respondents answered price as the motivation factor behind choosing domino’s as the prices of the domino’s product is comparatively less. This also includes the prices of pizza mania which costs only Rs 39 per pizza and can be affordable by each and every customer visiting domino’s.

Very less no of people answered ambiance as the motivation factor because the ambiance of domino’s outlets is not that much good and attractive.

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OVERALL SATISFACTION--REGRESSION ANALYSIS

Coefficientsa

Unstandardized Standardized 95.0% Confidence

Coefficients Coefficients Interval for B

Lower Upper

Model B Std. Error Beta t Sig. Bound Bound

1 (Constant) 5.082 1.280 3.971 .001 2.428 7.737

FACTOR-Food Taste -.139 .197 -.174 -.705 .488 -.548 .270

FACTOR- Quality .307 .240 .351 1.278 .214 -.191 .805

FACTOR-Ambience -.319 .277 -.304 -1.150 .262 -.894 .256

FACTOR-Brand .109 .286 .088 .381 .707 -.484 .703

Image

FACTOR-Staff -.287 .184 -.342 -1.559 .133 -.668 .095

Behavior

FACTOR-Price -.015 .163 -.021 -.094 .926 -.354 .323

FACTOR-Delivery .067 .222 .080 .301 .766 -.394 .528

Time

FACTOR-Discounts -.144 .145 -.215 -.988 .334 -.445 .158

Given

a. Dependent Variable: overall_satisfaction

OVERALL SATISFACTION

=5.082-0.139*FOOD TASTE+0.307*QUALITY-0.319*AMBIENCE +0.109*BRAND IMAGE-0.287*STAFF BEHAVIOR-0.015*PRICE +0.067*DELIVERY TIME-0.144*DISCOUNTS

FOOD TASTE - The coefficient for FOOD TASTE is -0.139. So for every unit increase in FOOD TASTE, a 0.139 unit decrease in OVERALL SATISFACTION is predicted, holding all other variables constant.QUALITY- The coefficient for QUALITY is 0.307. So for every unit increase in QUALITY, a 0.307 unit increase in OVERALL SATISFACTION is predicted, holding all other variables constant.

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AMBIENCE-The coefficient for AMBIENCE is -0.319. So for every unit increase in AMBIENCE, a 0.319 unit decrease in OVERALL SATISFACTION is predicted, holding all other variables constant.

BRANDIMAGE- The coefficient for BRAND IMAGE is 0.109. So for every unit increase in BRAND IMAGE, a 0.109 unit increase in OVERALL SATISFACTION is predicted, holding all other variables constant.

STAFF BEHAVIOR-The coefficient for STAFF BEHAVIOR is -0.287. So for every unit increase in STAFF BEHAVIOR, a 0.287 unit decrease in OVERALL SATISFACTION is predicted, holding all other variables constant.

PRICE-The coefficient for PRICE is -0.015. So for every unit increase in PRICE, a 0.015 unit decrease in OVERALL SATISFACTION is predicted, holding all other variables constant.

DELIVERY TIME-The coefficient for DELIVERY TIME is 0.067. So for every unit increase in AMBIENCE, a 0.067 unit increase in DELIVERY TIME is predicted, holding all other variables constant.

DISCOUNTS-The coefficient for DISCOUNTS is -0.144. So for every unit increase in DISCOUNTS, a 0.144 unit decrease in OVERALL SATISFACTION is predicted, holding all other variables constant.

SIGNIFICANCE VALUE:

The coefficients of all the variable are less than 0.05[95% confidence interval]

So all the coefficients are not significantly different from 0.

From the above analysis it is clear that Quality, Brand image and Delivery time has positive impact in overall satisfaction of consumers. Domino’s should maintain the current performance level in those factors. But other factors have an negative impact on overall performance. So Domino’s should work upon on those factors.

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SERVICE QUALITY ANALYSIS

Reliability

Responsiv Assurance- ness

Servicee

QualityAttributes

Empathy Tangibles

SERVIVE QUALITY DIMENSION OF DOMINO’S-RELIABILITY RELIABILITY- CONSISTENCY IN PERFORMANCE

FACTORS :

I. WHAT DOMINO'S PROMISES-30 MINUTES DELIVERY. IT DOES SO?

II. DOMINO'S PIZZA ITEMS HAVE AN EXCELLENT QUALITY?

Consistency Analysis of factors by SPSS:

For expectation- . CRONBACH'S ALPHA= 0.83>0.7,

Which indicates high overall internal consistency among the 2 factors representing reliability.

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For perception- . CRONBACH'S ALPHA= 0.72>0.7,Which indicates high overall internal consistency among the 2 factors representing reliability.

Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

Pair 1RELIABILITY[EXPECTED] 4.855 31 .2644 .0475

RELIABILITY[PERCEIVED] 3.548 31 .6874 .1235

So the customer gap=customer expectation on reliability dimension-customer perception on reliability dimension=1.3065

In this case null hypothesis was there is no significant difference between reliability[expected] and reliability[perceived].

But the significance value=0<0.05[95%confidence level]

So null hypothesis was rejected means there is significant difference between expected reliability and perceived reliability. So there is a significant customer gap exist in this service quality dimension.

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SERVICE QUALITY DIMENSION OF DOMINO’S-RESPONSIVENESS

RESPONSIVENESS-BEING WILLING TO HELP

FACTORS-

I. SALES PEOPLE IN DOMINO'S GIVE YOU PROMPT SERVICE

II. EMPLOYYES OF DOMINO'S ARE ALWAYS WILLING TO HELP YOU

III. SALES PEOPLE IN DOMINO'S ARE NEVER BUSY TO RESPOND YOUR REQUEST

Consistency Analysis of factors by SPSS:

For expectation- . CRONBACH'S ALPHA= 0.77>0.7,

Which indicates high overall internal consistency among the 3 factors representing responsiveness.

For perception- . CRONBACH'S ALPHA= 0.72>0.7,Which indicates high overall internal consistency among the 3 factors representing responsiveness.

Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

Pair 1RESPONSIVENESS[EXPECT 4.403 31 .4145 .0744

ED]

RESPONSIVENESS[PERCEI 3.731 31 .6066 .1089

VED]

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Paired Samples Test

Paired Differences

95% Confidence

Std. Interval of theStd. Error Difference Sig. (2-

Mean Deviation Mean Lower Upper t df tailed)

Pair RESPONSIVENESS[EXPECTED] .6720 .6865 .1233 .4202 .9238 5.451 30 .000

1 -

RESPONSIVENESS[PERCEIVED]

So the customer gap=customer expectation on responsiveness dimension-customer perception on responsiveness dimension=0.6720

In this case null hypothesis was there is no significant difference between responsiveness[expected] and responsiveness[perceived].

But the significance value=0<0.05[95%confidence level]

So null hypothesis was rejected means there is significant difference between expected responsiveness and perceived responsiveness in consumers’ mind. So there is a significant customer gap exist in this service quality dimension.

SERVIVE QUALITY DIMENSION OF DOMINO’S-ASSURANCE

ASSURANCE-INSPIRING TRUST AND CONFIDENCE

FACTORS-

I. EMPLOYEES OF DOMINO'S HAVE THE KNOWLEDGE OF ALL THE ITEMS AND PRICE

II. YOU HAVE FAITH ON BRAND DOMINO'S

Consistency Analysis of factors by SPSS:

For expectation- . CRONBACH'S ALPHA= 0.76>0.7,

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Which indicates high overall internal consistency among the 2 factors representing assurance.

For perception- . CRONBACH'S ALPHA= 0.79>0.7,Which indicates high overall internal consistency among the 2 factors representing assurance.

Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

Pair 1ASSURANCE[EXPECTED] 4.516 31 .5984 .1075

ASSURANCE[PERCEIVED] 3.484 31 .5550 .0997

So the customer gap=customer expectation on assurance dimension-customer perception on assurance dimension=1.0323

In this case null hypothesis was there is no significant difference between assurance[expected] and assurance[perceived].

But the significance value=0<0.05[95%confidence level]

So null hypothesis was rejected means there is significant difference between expected assurance and perceived assurance in consumers’ mind. So there is a significant customer gap exist in this service quality dimension.

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SERVIVE QUALITY DIMENSION OF DOMINO’S-EMPATHY

EMPATHY-TREATING CUSTOMERS AS INDIVIDUALS

FACTORS-

I. DOMINO'S EMPLOYEES PROVIDE SPECIAL ATTENTION TO CUSTOMERS

II. DOMINO'S HAS OPERATING HOURS THAT ARE CONVENIENT TO ALL ITS CUSTOMERS

Consistency Analysis of factors by SPSS:

For expectation- . CRONBACH'S ALPHA= 0.83>0.7,

Which indicates high overall internal consistency among the 2 factors representing empathy.

For perception- . CRONBACH'S ALPHA= 0.79>0.7,Which indicates high overall internal consistency among the 2 factors representing empathy.

Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

Pair 1EMPATHY[EXPECTED] 4.694 31 .4218 .0758

EMPATHY[PERCEIVED] 3.371 31 .7413 .1331

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So the customer gap=customer expectation on empathy dimension-customer perception on empathy dimension=1.3226

In this case null hypothesis was there is no significant difference between empathy[expected] and empathy[perceived].

But the significance value=0<0.05[95%confidence level]

So null hypothesis was rejected means there is significant difference between expected empathy and perceived empathy in consumers’ mind. So there is a significant customer gap exist in this service quality dimension.

SERVIVE QUALITY DIMENSION OF DOMINO’S-TANGIBLES

TANGIBLES-REPRESENTING THE SERVICE PHYSICALLY FACTORS-

I. DOMINO'S ITEMS AND PACKAGINGS

II. DOMINO'S LOGO ATTRACTS YOU

III. DOMINO'S EMPLOYEES’ APPEARANCE

IV. AMBIENCE OF DOMINO'S

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V. YOU CAN EASILY RECOGNIZE DOMINO'S EMPLOYEES BY THEIR VEHICLE AND DRESS

VI. DISCOUNTS PROVIDED BY DOMINO'S

Consistency Analysis of factors by SPSS:

For expectation- . CRONBACH'S ALPHA= 0.74>0.7,

Which indicates high overall internal consistency among the 6 factors representing tangible.

For perception- . CRONBACH'S ALPHA= 0.77>0.7,Which indicates high overall internal consistency among the 6 factors representing tangible.

Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

Pair 1TANGIBILITY[EXPECTED] 4.624 31 .3495 .0628

TANGIBILITY[PERCEIVED] 3.581 31 .5390 .0968

So the customer gap=customer expectation on tangible dimension-customer perception on tangible dimension=1.0430

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In this case null hypothesis was there is no significant difference between tangible[expected] and tangible[perceived].

But the significance value=0<0.05[95%confidence level]

So null hypothesis was rejected means there is significant difference between expected tangible and perceived tangible in consumers’ mind. So there is a significant customer gap exist in this service quality dimension.

Company profiles

Domino's Pizza

The current Domino's logo introduced in 2012.

Type Public

Traded as NYSE: DPZ

Industry Restaurants

Founded Ypsilanti, Michigan on June 10, 1960

Headquarters Domino Farms Office Park

Ann Arbor Charter Township, Michigan, United

States

Area served Worldwide

Key people Tom Monaghan, Founder

J. Patrick Doyle, CEO

Products Pizza, pasta, chicken wings,submarine

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sandwiches,wraps, desserts

Revenue  $1.7 billion USD (2012)

Employees 145,000

Website www.dominos.com

Jubilant Foodworks

Type Public company

Traded as BSE: 533155

NSE: JUBLFOOD

Industry Restaurants

Founded 16 March 1995

Headquarters Noida, Uttar Pradesh, India

Number of

locations

619 outlets (30 September 2012)

Area served India, Nepal, Sri Lanka, andBangladesh

Key peopleShyam S. Bhartia (Chairman)

Ajay Kaul (CEO)[1]

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Services Master franchisee for Dunkin' Donuts branches in

India andDomino's Pizza branches in India, Nepal,

Sri Lanka and Bangladesh

Revenue   6780.7 million(US$110 million)(2010)

Net income   720 million (US$12 million)(2010)[2]

Employees 15,000[3]

Parent Jubilant Bhartia Group

Website www.jubilantfoodworks.com

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CHAPTER III- CONCLUSION AND APPENDIX

3.1 SUGGESTIONS AND CONCLUSIONS

From the study we understood that in which front Domino’s is lacking behind from perspective of service qualities. Highest customer gap exists in reliability whereas in case of responsiveness this is lowest.Keeping the sentiments of Indian customers in mind and services offered by

Domino’s and Keeping our study focused on some of the key –areas of sensitivity

of customers preferences (analysis of factors which affects the preferences).

We can conclude that Domino’s should focus on the following factors:

1.Price2.Ambience

3.Staff behavior

4. Quality of Pizzas

And Domino’s should try to lessen the customer gap in all the dimensions of

service quality—by improving following factors—1. Keeping promise of 30 minutes delivery

2. Providing better quality of Pizzas Sales people should be more helpful

3. Sales people should be aware of all the items and prices

4. Operating hours—11 a.m to 11 p.m should be extended for delivery[online and telephonic]

5. There should be a promotional activity to push up online ordering

6. Sales people should provide special attention to individual customers-it will

help to build relationship-as a result of that no. of repeat purchase would

increase.

7. Domino’s should focus on improvement of ambience in outlets. We would not be surprised if Domino’s faces a huge bump in sales after improving in the mentioned factors.

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3.2 APPENDIX

QUESTIONNAIRE-Managing Marketing Service OperationsPROJECT

DOMINO'S* Required

How many times a month do you eat out? *

None

1-2

3-5

6-10

MORE THAN 10

What is the amount approximately you spend in a month at eating out? *

Below 100

100-300

300-600

600-900

900 & Above

How many times a month do you order from Domino's *

None

1-2

3-5

6-10

MORE THAN 10

Other:

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What is the approx money you spend at dominos? *

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Less than100

100-300

300-500

500 & Above

What is the most important factor you consider while choosing domino's? *

Price

Service Quality

Ambience

Delivery Time

Brand Image

whar factors do you consider for choosing domino's second time?[satisfaction factor] * (Rate from 1 to 5; 5 being highest[MOST IMPORTANT]and 1 being lowest[LESS IMPORTANT)

1 2 3 4 5

Food Taste

Quality

Ambience

Brand Image

Staff Behavior

Price

Delivery Time

Discounts Given

What is the level of overall satisfaction you have with domino's? *

Very Poor

Poor

Average

Good

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Excellent

What is your take on the pizza mania menu of domino's? *

Value For Money

Increased Your consumption of pizza

Better than other QSR's

How you get to know about Domino's? *

Television Advertisement

Suggestion from friends/ relatives Newspapers

Internet

Other:

Have you tried the online ordering service of domino's? *

Yes

No

WHAT DOMINO'S PROMISES-30 MINUTES DELIVERY. IT DOES SO * (Rate from 1 to 5; 5 being highest[STRONGLY AGREE]]and 1 being lowest[STRONGLY DISAGREE)

1 2 3 4 5

WHAT DO YOUEXPECT?

WHAT DO YOUPERCIEVE?

DOMINO'S PIZZA ITEMS HAVE AN EXCELLENT QUALITY * (Rate from 1 to 5; 5 being highest[STRONGLY AGREE]]and 1 being lowest[STRONGLY DISAGREE)

1 2 3 4 5

WHAT DO YOUEXPECT?

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1 2 3 4 5

WHAT DO YOUPERCIEVE?

SALES PEOPLE IN DOMINO'S GIVE YOU PROMPT SERVICE * (Rate from 1 to 5; 5 being highest[STRONGLY AGREE]]and 1 being lowest[STRONGLY DISAGREE)

1 2 3 4 5

WHAT DO YOUEXPECT?

WHAT DO YOUPERCIEVE?

EMPLOYYES OF DOMINO'S ARE ALWAYS WILLING TO HELP YOU * (Rate from 1 to 5; 5 being highest[STRONGLY AGREE]]and 1 being lowest[STRONGLY DISAGREE)

1 2 3 4 5

WHAT DO YOUEXPECT?

WHAT DO YOUPERCIEVE?

SALES PEOPLE IN DOMINO'S ARE NEVER BUSY TO RESPOND YOUR REQUEST * (Rate from 1 to 5; 5 being highest[STRONGLY AGREE]]and 1 being lowest[STRONGLY DISAGREE)

1 2 3 4 5

WHAT DO YOUEXPECT?

WHAT DO YOUPERCIEVE?

EMPLOYEES OF DOMINO'S HAVE THE KNOWLEDGE OF ALL THE ITEMS AND PRICE * (Rate from 1 to 5; 5 being highest[STRONGLY AGREE]]and 1 being lowest[STRONGLY DISAGREE)

1 2 3 4 5

WHAT DO YOUEXPECT?

WHAT DO YOUPERCIEVE?

37

YOU HAVE FAITH ON BRAND DOMINO'S * (Rate from 1 to 5; 5 being highest[STRONGLY AGREE]]and 1 being lowest[STRONGLY DISAGREE)

1 2 3 4 5

WHAT DO YOUEXPECT?

WHAT DO YOUPERCIEVE?

DOMINO'S EMPLOYEES GIVE SPECIAL ATTENTION TO CUSTOMERS * (Rate from 1 to 5; 5 being highest[STRONGLY AGREE]]and 1 being lowest[STRONGLY DISAGREE)

1 2 3 4 5

WHAT DO YOUEXPECT?

WHAT DO YOUPERCIEVE?

DOMINO'S HAS OPERATING HOURS THAT ARE CONVENIENT TO ALL ITS CUSTOMERS * (Rate from 1 to 5; 5 being highest[STRONGLY AGREE]]and 1 being lowest[STRONGLY DISAGREE)

1 2 3 4 5

WHAT DO YOUEXPECT?

WHAT DO YOUPERCIEVE?

DOMINO'S ITEMS AND PACKAGINGS ARE ALWAYS NEAT AND CLEAN * (Rate from 1 to 5; 5 being highest[STRONGLY AGREE]]and 1 being lowest[STRONGLY DISAGREE)

1 2 3 4 5

WHAT DO YOUEXPECT?

WHAT DO YOUPERCIEVE?

DOMINO'S LOGO ATTRACTS YOU * (Rate from 1 to 5; 5 being highest[STRONGLY AGREE]]and 1 being lowest[STRONGLY DISAGREE)

1 2 3 4 5

WHAT DO YOUEXPECT?

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1 2 3 4 5

WHAT DO YOUPERCIEVE?

DOMINO'S EMPLOYEES APPEARANCE ARE ALWAYS VERY GOOD * (Rate from 1 to 5; 5 being highest[STRONGLY AGREE]]and 1 being lowest[STRONGLY DISAGREE)

1 2 3 4 5

WHAT DO YOUEXPECT?

WHAT DO YOUPERCIEVE?

AMBIENCE OF DOMINO'S * (Rate from 1 to 5; 5 being highest[STRONGLY AGREE]]and 1 being lowest[STRONGLY DISAGREE)

1 2 3 4 5

WHAT DO YOUEXPECT?

WHAT DO YOUPERCIEVE?

YOU CAN EASILY RECOGNIZE DOMINO'S EMPLOYEES BY THEIR VEHICLE AND DRESS * (Rate from 1 to 5; 5 being highest[STRONGLY AGREE]]and 1 being lowest[STRONGLY DISAGREE)

1 2 3 4 5

WHAT DO YOUEXPECT?

WHAT DO YOUPERCIEVE?

YOU ARE PLEASED WITH DISCOUNTS GIVEN BY DOMINO'S * (Rate from 1 to 5; 5 being highest[STRONGLY AGREE]]and 1 being lowest[STRONGLY DISAGREE)

1 2 3 4 5

WHAT DO YOUEXPECT?

WHAT DO YOUPERCIEVE?

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Your suggestion to improve service quality of Domino's?

Age *

Below 20

20-30

30 & Above

Gender *

MALE

FEMALE

Name *

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3.3 BIBLIOGRAPHYWebsiteswww.google.comwww.slideshare.comwww.scribed.comwww. wikipedia.org/wiki/Domino'sPizzawww. wikipedia.org/wiki/Jubilant_FoodWorkswww.dominos.co.inwww.dominos.com

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