Customer Satisfaction Index For End Users

CUSTOMER SATISFACTION INDEX FOR END USERS
Group no. 4 (M2) Richa Priyadarshini (65) Rohan Keshri (65) Srikant Gupta (86) Zaki Azfar (1o7) Akash Jain (109) GROUP.4 (M2) CUSTOMER Manushi Mishra (116) SATISFACTION INDEX FOR END USERS
Presented by :
30-07-2013
Content:
Brief of McDonalds Brief of KFC Customer Satisfaction Index Customer satisfaction index objectives Research methodology Findings Recommendation Conclusion
GROUP NO.4
30-07-2013
GROUP NO.4
30-07-2013
McDonalds:
McDonald's is the world's leading food service retailer.
In India, McDonald's has two Indian entrepreneurs: oAmit Jatia, Vice Chairman, Hardcastle Restaurants Pvt.Ltd oVikram Bakshi's Connaught Plaza Restaurants Private Limited.
It has a presence of more than 250 restaurants, serving more

than 6.5 lakh customers daily in India. India is the first country in the world where McDonald's does not offer any beef or pork items. Its beverage supplier is Coca-Cola McDonald's is driven by the philosophy of Quality, Service, & Cleanliness & Value for Money.
4
GROUP NO.4 CUSTOMER SATISFACTION INDEX FOR END USERS
30-07-2013
GROUP NO.4
30-07-2013
KFC:
KFC (Kentucky Fried Chicken) is the second largest restaurant chain after McDonald's There are 280 KFCs in the Indian market They offer Fried chicken, chicken burgers (chicken sandwiches [US]), wraps, French fries, soft drinks, salads, desserts, breakfast There beverage is supplied by PepsiCo company
GROUP NO.4
30-07-2013
GROUP NO.4
30-07-2013
Tag lines of McDonalds & KFC

McDonalds KFC
Im loving it
Its finger lickin Good
GROUP NO.4 USERS
CUSTOMER SATISFACTION INDEX FOR END
30-07-2013
What McDonalds & KFC offers:

Mcdonalds
Burger veg & non veg French fries Beverages Deserts
KFC
Roasted Chicken Burger French fries Beverages Deserts
GROUP NO.4 USERS
30-07-2013
GROUP NO.4
30-07-2013
10
Advertisements of McDonalds & KFC

McDonalds KFC
11
GROUP NO.4 USERS
30-07-2013
Customer satisfaction index

This is a successional quantitative research.
The research is done for the purpose of examining how consumers are satisfied with business products and services.
It includes major evaluation indexes such as customer satisfaction degree, customer loyalty rate, customer complaint rate, and the rate of recommendation by others.
CSI=
Rating score X Satisfaction score

__________________________ No. of respondents
12
GROUP NO.4
30-07-2013
Customer Satisfaction Research Objectives

Settle key indexes determining clients' satisfaction; Evaluate current product or service satisfaction levels; Raise proposals on how to improve product or service satisfaction; Make long-term tracking and comparison of changes in clients' satisfaction and the reasons behind them.
13
GROUP NO.4 USERS
30-07-2013
14
GROUP NO.4
30-07-2013
Research Methodology
The area which we covered for this survey was Saket pvr, Khaanpur, Sangam Vihar, select city walk mall & NDIM college Sample size: 60 people Information was gathered personally using detailed questionnaire Questionnaire: consist of 10 questions, 5 open end & 5 close end questions Rating scale used: likert scale Ranking of the various factors of satisfaction
15
GROUP NO.4
30-07-2013
Factors ranked & rated for CSI

SERVICE :
i. ii. iii. Order Speed Hygiene Behaviour of staff
Rating Scale:
EXCELLENT GOOD OK OK POOR WORTHLES S
AMBIENCE :
i. ii. iii. iv. Music Area Decor Environment
LOCATION FOOD QUALITY
MENU
PRICE PERSONAL FACILITIES
16 GROUP NO.4 CUSTOMER SATISFACTION INDEX FOR END USERS 30-07-2013
QUESTIONS & THEIR FINDINGS
17
GROUP NO.4
30-07-2013
How often do you eat out?

1.How often do you eat out?
DAILY WEEKLY 10 32
32
10
10 2
MONTHLY
10
OCCATIONALLY RARELY
2 6
18
GROUP NO.4
30-07-2013
2.What kind of food do you prefer?

NORTH INDIAN SOUTH INDIAN CHINESE ITALIAN REGULAR FAST FOOD
19
GROUP NO.4
What kind of food do you prefer? 30
30 8 8 0
NORTH INDIAN SOUTH INDIAN CHINESE
14
8 8 0
ITALIAN REGULAR FAST FOOD
14
30-07-2013
Mc Donald Mc Donald
FACTORS
SERVICE AMBIENCE LOCATION FOOD QUALITY MENU PRICE PERSONAL FACILITIES
50 45
AVERAGE RATING
47.6 34.1 17.1 20.3 11.4 16.4
40 35 30 25 20 15 10 5 0
5.2
Mc Donald
30-07-2013
20
GROUP NO.4
KFC
50 45
KFC
FACTORS SERVICE AMBIENCE LOCATION FOOD QUALITY MENU PRICE AVERAGE RATING 47.4 38.1 17.2 20.4 13.2 15.8
40 35 30
25
20 15 10 5 0
PERSONAL FACILITIES
5.3
KFC
30-07-2013
21
GROUP NO.4
SERVICES FACTORS Mc Donald's SERVICE KFC'S SERVICE CSI FACTORS Mc Donald's 4.07 AMBIENCE
AMBIENCE CSI 3.47 3.81
4.04 KFC'S AMBIENCE
4.07 4.065 4.06 4.055 4.05 4.045 4.04 4.035 4.03 4.025
4.07
4.04
Mc Donald's SERVICE KFC'S SERVICE
3.9 3.8 3.7 3.6 3.5 3.4 3.3
3.81 3.47
Mc KFC'S Donald's AMBIENCE AMBIENCE
AMBIENCE
30-07-2013
SERVICES
22 GROUP NO.4
SERVICES
FACTORS
Mc Donald's SERVICE KFC'S SERVICE
4.07 4.065 4.06 4.055 4.05 4.045
CSI
4.07
4.07
4.04 4.035 4.03 4.025
4.04
4.04
Mc Donald's SERVICE
KFC'S SERVICE
SERVICES
23
GROUP NO.4
30-07-2013
3.9
AMBIENCE FACTORS CSI Mc Donald's AMBIENCE 3.47
3.8
3.7
3.6 3.5 3.4 3.3
3.81 3.47
KFC'S AMBIENCE
24 GROUP NO.4
3.81
Mc Donald's AMBIENCE
KFC'S AMBIENCE
AMBIENCE
CUSTOMER SATISFACTION INDEX FOR END USERS 30-07-2013
LOCATION SUITABILITY FACTORS Mc Donald's LOCATION KFC'S LOCATION CSI
3.9
3.895
3.89
3.885
3.88 3.875 3.87
3.9 3.88
3.88
3.9
LOCATION SUITABILITY
FOOD QUALITY
FOOD QUALITY OF Mc Donalds FOOD QUALITY OF KFC
4.07
4.08 4.078 4.076 4.074 4.072 4.07 4.068 4.066 4.064
4.08 4.07
4.08

MENU VARIETY
FACTORS MENU VARIETY OF Mc DONALDS MENU VARIETY OF KFC CSI
3.33
3.9 3.8 3.7 3.6 3.5 3.4 3.3 3.2 3.1 3
3.85
3.33
3.85
MENU VARIETY OF Mc DONALDS
MENU VARIETY OF KFC
MENUE VARIETY
PRICE
FACTORS CSI
Mc Donald's PRICE
3.93
KFC'S PRICE
3.8
3.94 3.92 3.9 3.88 3.86 3.84 3.82 3.8 3.78 3.76 3.74 3.72
3.93
3.8
Mc Donald's PRICE KFC'S PRICE
PRICE
3.58
PERSONAL FACILITIES
FACTORS PERSONAL FACILITIES At McDonalds PERSONAL FACILITIES At KFC
29 GROUP NO.4
3.57 3.56 3.55 3.54 3.53 3.52
CSI
3.58
3.53
3.53 3.58
3.51 3.5 PF. At Mc Donalds PF. At KFC
PERSONAL FACILITIES
30-07-2013
30
GROUP NO.4
30-07-2013
Findings:
Customers are more satisfied with McDonalds service & price in comparison to KFC Customers rate KFC more than McDonalds for its ambience, location, food quality, personal facilities & menu variety.
31
GROUP NO.4
30-07-2013
Conclusion & Recommendations:

KFC is being able to satisfy its customers in most of the areas but lacking in its service & price. McDonalds USP is its service & price but it should also focus on its menu variety, ambience, personal facilities etc. Even though McDonald & KFC both provide veg. & non veg. items, KFC is only preferred by non vegetarian customers. Customers find KFC quite expensive while McDonalds very reasonable. Kfc is first preference of most of the customers.
32
GROUP NO.4
30-07-2013
33
GROUP NO.4
USERS
30-07-2013
34
GROUP NO.4
30-07-2013

Customer Satisfaction Index For End Users

Diunggah oleh

Informasi Dokumen

Judul Asli

Hak Cipta

Format Tersedia

Bagikan dokumen Ini

Bagikan atau Tanam Dokumen

Opsi Berbagi

Apakah menurut Anda dokumen ini bermanfaat?

Apakah konten ini tidak pantas?

Hak Cipta:

Format Tersedia

Customer Satisfaction Index For End Users

Diunggah oleh

Hak Cipta:

Format Tersedia

CUSTOMER SATISFACTION INDEX FOR END USERS