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Major Project Report

on
“A comparative analysis regarding level of customer
satisfaction between Haldiram’s and Bikanervala”
Submitted in partial fulfillment of the requirements
for the award of the degree of

Bachelor of Business Administration (BBA)
To

Guru Gobind Singh Indraprastha University, Delhi

Guide:

Submitted by:

Ms. Puja Narang

Abhineet Singh Kukreja
Roll No.:10413701712
Batch: 2012-15

Nurturing Excellence

Institute of Information Technology & Management,
New Delhi–110058
Batch (2012-2015)

Certificate

I, Mr. Abhineet singh kukreja Roll No. 10413701712 certify that the Project
Report /Dissertation (BBA-310) entitled “A comparative analysis regarding
level of customer satisfaction between Haldiram’s and Bikanervala.”
is done by me and it is an authentic work carried out by me at Institute of
Information Technology and Management.. The matter embodied in this
has not been submitted earlier for the award of any degree or diploma to the
best of my knowledge and belief.

Signature of the Student
Date:
Certified that Projrct Report (BBA-310) entitled “A comparative analysis
regarding level of customer satisfaction between Haldiram’s and
Bikanervala..” done by Mr. Abhineet Singh Kukreja, Roll No. 10413701712, is
completed under my guidance.
Signature of the Guide
Date:
Name of the Guide: Ms. Puja
Narang
Designation:
Address:
Institute of Information Technology
& Management, New Delhi-110058

Countersigned
Director/Project Coordinator

ACKNOWLEDGEMENT

The present work is an effort to throw some light on “A comparative analysis
regarding level of customer satisfaction between Haldiram’s and
Bikanervala”. The work would not have been possible to come to the present
shape without the able guidance, supervision and help to me by number of
people,

With an overwhelming sense of gratitude, I acknowledge the valuable guidance
and consistent encouragement extended to me by our knowledgeable faculty
members like Ms. Puja Narang with whose guidance, I am able to accomplish
this endeavor. Their technical acumen and years of experience have provided me
with crucial inputs at a critical stage.

I also extend my heartfelt thanks to my family and friends for their support
directly or indirectly provided to me.

Abhineet Singh Kukreja

Table of Contents
S No
1.
2.
3.
4.
5.
6.
7.
8.
9.

Topic
Certificate (s)
Acknowledgements
Assignment Directive
List of Tables
List of Figures
List of Symbols
List of Abbreviations
Executive Summary
Chapter-1: Introduction

Page No
1.

10.

Chapter-2: Literature Review

28.

11.

Chapter-3: Methodology

33.

12.

Chapter-4: Data Analysis and Interpretation

36.

13.

Chapter-5: Findings and Conclusion

55.

14.
15.

References/Bibliography
Appendices

62.
63.

LIST OF TABLES

6 Which one do you prefer for Namkeen 44 4.10 Whose taste you like more 48 4.12 Whose ambience you like more 50 4.9 Whose price range is more affordable 47 4.15 Whose services do you like more 53 4.4 Which one do you prefer for sweets 42 4.16 Who is best in your view 54 LIST OF FIGURES .1 Awareness of Haldiram and Bikanervala food chain 37 4.1 Difference between Haldiram and Bikanervala 27 4.Table No Title Page No 1.8 Whose product range is wider 46 4.3 Occasion of eat out 40 4.2 How often do you eat out 38 4.11 In your opinion which one is clean and hygienic 49 4.7 Whose product quality do you find better 45 4.13 Whose location and availability suits you more 51 4.5 Which one do you prefer for sweets Indian snacks and 43 fast food 4.14 Which one scores more in advertising and promotion 52 4.

2 Haldiram Past 3 1.3 Haldiram present 4 1.15 Whose services do you like more 53 4.7 Bikanervala logo 15 1.8 Bikanervala Certificates 23 1.1 Haldiram Logo 2 1.6 Haldiram gift pack 13 1.11 In your opinion which one is clean and hygienic 49 4.4 Which one do you prefer for sweets 42 4.5 Which one do you prefer for sweets Indian snacks and fast food 43 4.12 Whose ambience you like more 50 4.10 Whose taste you like more 48 4.9 Bikanervala gift packs 25 4.Figure No Title Page No 1.6 Which one do you prefer for Namkeen 44 4.1 Awareness of Haldiram and Bikanervala food chain 37 4.8 Whose product range is wider 46 4.7 Whose product quality do you find better 45 4.4 Haldiram Future 4 1.16 Who is best in your view 54 EXECUTIVE SUMMARY .5 Awards and acheivement 7 1.3 Occasion of eat out 40 4.9 Whose price range is more affordable 47 4.14 Which one scores more in advertising and promotion 52 4.13 Whose location and availability suits you more 51 4.2 How often do you eat out 38 4.

as retail sweets and namkeens shop in Bikaner. India. . Haldiram’s and Bikanervala. The result of this study shouldn’t be generalized with any other part of NCR or of the country or whole Indian at large. So. 4. product quality. Limitation of project: 1. The universe study is NCR. ambience (environment). 3. It was founded in 1973 by Gangabisenji Aggarwal. India. The Haldiram’s is ahead of Bikanervala by just few steps away. it has found that as compared to Bikanervala. The amounts of sales or sales volume may different in different months. price. when a large family of traditional halwais from the famous city of Bikaner decided to explore business opportunities beyond Rajasthan. Bikanervala was started in 1950. Haldiram’s has a strong brand image in front of its customers and people like their sweets and food over Bikanervala but there is very close competition between the two companies i. 2.e. Study was limited to institutional outlets stocking in NCR. product variety. sweets and snacks In this research. Rajasthan. cleanliness. Haldiram’s is one of India’s largest sweets and snacks manufactures. availability. based in Nagpur. The main objective of the comparative study between Haldiram and Bikanervala is to compare and understand the competitive market between them on various factors like taste. Information collection took so many days.The study of this project is to understand the customer satisfaction between Haldiram and Bikanervala. advertising & promotion and services and also which is more preferable by consumers for namkeens. if Bikanervala works towards improving its brand image and product quality it can easily capture Haldiram’s customers. They migrated to Delhi and brought with them a treasure of traditional recipes perfected by their forefathers.

Recommendation of project:
Company should consider the problems of retailers and canteen’s owner.
1. Company should problems of distributors.
2. Resettlement of dispute like non payments and wrong commitment problems is
necessary by another executive.
3. Stand should be provided to needy retailers because another company’s executive
creates problem.

Introduction

1

Haldiram’s
Don’t eat at home today; always in good taste

Figure no 1.1 Haldiram logo
Company Profile
Haldiram's Food International Limited today is recognized as a Star Export House, by the
Directorate General of Foreign Trade, a department working under the Ministry of
Commerce, Government of India.
Haldiram’s is one of India’s largest sweets and snacks manufactures, based in Nagpur, India.
It was founded in 1973 by Gangabisenji Aggarwal, as retail sweets and namkeens shop in
Bikaner, Rajasthan, India.
Haldiram's has its roots established in 1937 in the form of a small retail Sweet & Namkeen
shop in Bikaner, Rajasthan, and a small but significant town in the Thar Desert. Shri
Shivkisan Aggarwal, the founder of Haldiram’s always cherished the dream of building an
empire, manufacture traditional sweets/ Namkeen, leave a mark on every occasion and get
close to the heart of the common man.

2

This dream was realized with shifting of its base to Nagpur in 1970. For the first time people
heard of a factory that was operating to manufacture Sweets & Namkeen. A model plant of its
times was set up at: - Haldiram's House; 880, Small Factory Area, Wardhaman Nagar,
Nagpur. In a very short span 'Haldiram' developed into a brand and became an inseparable
part of every occasion.
This was followed by a chain of retail outlets & showrooms. The product lines were
expanded to match the taste of various segments of the society. Sweets and Namkeen were
there properly presented in more durable and commercially viable packaging. This fetched an
overwhelming response and in 1997, Haldiram's forayed into milk and milk product industry
with products such as Khoya, Ghee & Butter Milk, the manufacture of Extruded foods such
as vermicelli and 3-D Snacks.
Past

Figure no 1.2 Haldiram past
Haldiram’s began as a tiny shop in Bikaner, the land as farmed for its savories as for its
leather-faced pipe players and fierce warriors. By 1982, Haldiram’s had set up shop in Delhi
and the capital had begun to stop by and take note of the savories and sweets. It was word of
mouth that grew the business manifold over the next decade till Haldiram’s came to stand for
a food company that was synonymous with taste, hygiene and innovation.
USA was the first market they started exporting to large Indian population there.

3

today. Egypt. UK and Middle East. Sweden. Columbia. as India speaks different tongues and has different taste buds. they have been unifying the palate of India. Cyprus. Jordan.4 Haliram Future They plan to leverage our equity in the domestic and international market to become a food corporation with not just branded products under their belt but also restaurants. However. and Trinidad and Tobago. West Indies. Finland. For over 65 years now. Taiwan. Yemen. Armenia.Present Figure no 1. Libya. In the future. they are a name that has become synonyms with taste and quality not only in India but in the world over.3 Haldiram Present Today. 4 . Haldiram’s is a 4 million dollar brand that is a familiar sight on shelves across the USA. NRIs carry back packets of Haldiram’s along with the farewells and nostalgia. Future Figure no 1. they hope to be in places such as Algeria. Tunisia. retail chains and a wide portfolio that includes such diverse products as milk based and noodles. Ukraine. It has not been the simplest tasks.

which enables us to marry tradition with technology.    Vision Haldiram becoming a leading food corporation with diverse range of food and snacks products. To keep up with incessant demand they have increased their production capacities considerably. their figures stood at $ 1. Along with being the premier food company they also look forward to be the best in terms of consumer value and customer service. Today they export products to the tune of $ 6. high-quality products and thereby nourishing the experience of everyone they serve.00 mn and hope to sustain a 40% growth over the next 5 5 . 20 tons of chips and other fun food and 5 tons of tinned sweets and soan papdi on a daily basis. Presently they have 4 plants in and around Delhi that produce 50 tons of namkeens.Today they exporting $600 mn products and hope to sustain a 40% growth over the next 5 years. Haldirams is committed to supplying its customers with the finest. They have also invested considerably in an advanced processing and packaging unit.7 mn. Two more production units are coming up which will not only increase capacity but also makes it possible for them to introduce new product lines. When they started exporting in the year 2001. Growth They are going at a rate of 40% in the international market and are confident of maintaining the pace for the next 5 years. They would endlessly work towards creating a brand means taste and hygiene. Mission & Visions    Mission They strive to be global leaders and providers of world class authentic and premium Indian food & food & snacks.

They have emphasis on waste management. APEDA EXPORT AWARD 2001. Quality There is a strong emphasis on international standards of manufacturing and quality control. Awards and Achievement Haldiram’s is an ISO 9002 and HACCP recognized company with several awards under our belt. KASHALKAR MEMORIAL AWARDS presented by All India Food Preservers Association in 1996 at its Golden Jubilee Celebration for manufacturing the best  quality food products. They have regular laboratory check to ensure that the quality checks at every level from law material to finished products. They are the perfect combinations of vintage India as well as modern India. 6 . they have four state of the art plants that can churn out 50 tons of quality traditional namkeens. Today.2002 was awarded by Agriculture & Processed Food Product Exports Development Authority for outstanding contribution to the promotion of Agriculture & Processed Food Products during the year 2001-2002. This is why they have increased their production capacity to keep pace. There product taste like they have arrived fresh out of granny’s kitchen with hygiene.years.  INTERNATIONAL AWARD FOR FOOD & BEVERAGES awarded by Trade  Leaders Club in Barcelona. Spain in 1994. BRAND EQUITY AWARD 1998 was awarded by Progress Harmony Developed Chamber of Commerce & Industry in recognition of creating a successful Indian  Brand. water and energy conservation. 20 tons of non-traditional branded products and 5 tons of sweets in a day.

000 people every day. The restaurant devised an innovative strategy to increase its business. Shri Shiv kishanji Aggarwal. To cater to NRI’s and foreign tourists. It facilitated people who were traveling by train through station to order food from places where stockiest of Halidrams unit were located. the Haldiram’s restaurant located in South Delhi used 7 . Haldiram’s restaurants in Delhi also used innovative ways to attract customers. Spain (1999). The restaurant devised an innovative strategy to increase its business. The restaurant located at Mathura road had special play area for children. who hesitated to consume snack foods sold by the roadside vendors since it was not prepared in a hygienic manner. Figure no 1. International Food award from TROFEO International Alimentation of Barcelona. Chairman of Haldiram's Group has also received a regional award.5 Awards and Achievement Restaurants Haldiram run over 20 restaurants in Delhi and NCR region serving over 100. It facilitated people who were traveling by train through station to order food from places where stockiest of Halidrams unit were located. The open snack menu of Haldiram is an elaborate selection of exotic and ethic Indian delicacies served fresh and a perfect excuse for a housewife to escape routine cooking. titled "VIDARBHA GAURAV PURASKAR". The company established restaurants in Delhi. The company established restaurants in Delhi.

Products               Frozen Foods Namkeens Sweets Cookies Sherbets Minute Khana(Microwaveable Food) Papads Pani Puri Bell Puri Chips Royal Temptations Gujarati Snacks South-Indian Snacks Nimbu Masala Haldiram’s Brand         Haldirams Minute Khana Royal Temptations Southern Delights Tactic Boletus Whoopi’s Baked Bites Competitors 8 . These promotional strategies helped Haldiram’s to compete effectively with local restaurant chains such as Nathus.specially purified water to make snack foods including Pani Puri and chat papri. Bikanervala and Aggarwal and with western fast food chains such as McDonald’s and Pizza Hut.

Levels of competition Brand Industry Form Bikano. Form Competition Form competition means that competitors who produce item that supply the same service.e. Lehar Differentiated oligopoly Samosa. Companies like Bikano. Frito Lays. Industry and Form. Lehar are selling namkeens along the same line as Haldiram’s. packaging and services. Bakery Items Etc. Brand. and Unorganized Sector. Pizzas. burgers. Globalization 9 . Brand Competition Brand competition includes other companies offering similar products and services to the same customers at similar prices. MTR. bakery items as people tend to substitute namkeens very easily with these products. Burgers. The main competitor of Haldiram is Bikano (Bikanervala brand). Kachori. Frito lays. MTR. kachoris etc and other like pizzas. are considered as brand competition. it faces stiff competition from samosa. In case of Haldiram’s. This means that the namkeens follow the pattern of “differential oligopoly”. Frito Lays. Industry Competition The namkeens industry is essentially made up of a few players producing the same product partially differential along the lines of quality. There are three level of competition for Haldiram’s i.The major’s competitions of Haldiram’s are Bikanervala.

Malaysia. Salted Snacks. Haldirams headquartered in New Delhi is world's biggest Indian Food Company with specialty delicacies being sold and served in over the world.Haldirams is India’s oldest and most trusted FMCG brand in business of exotic and ethnic Indian food. Macaroni and 3-D Pellets manufactured on state-of-the-art Italian Machinery. United States of America. Presently. Sri Lanka. New Zealand. Haldiram's enviable legacy of quality snack food is India's pride and Global interest of priority. The International Taste In its mission to make available Sweets. Haldirams core brand priority is to promote 'Vegetarianism' globally. Australia. 10 . Savories and Pappadam globally through well established marketing networks. Producing 100% Vegetarian Food. Haldiram's developed a new range of products under the brand name "MO'PLEEZ" covering Vermicelli. Italy. Poland. we export products to Canada.

com 11 . United Arab Emirates and many more developed countries. South Korea. The company is steered largely by its two directors:    Mr. London. United Kingdom. USA European Snack Association (ESA). Mohan Cooperative Industrial Estates Main Mathura Road New Delhi 110044 Phone: +91-11-28898010. UK International Association Of Amusement Park Attractions. Haldirams is a company full of strong. Virginia. South Africa. 4524100 Email: enquiry@haldiram. 28898011.com Corporate Office Haldiram Group of Companies B1/H3. Get to know the inspiring people helping lead Haldirams on its performance-led journey.Singapore. Mauritius. Alexandria. talented individuals starting with the company leadership. Hong Kong. USA Director and members Haldirams is a family run enterprise ever since. International Memberships    Snack Food Association (SFA). Saudi Arabia. Manohar Lal Aggarwal Chairman & Managing Director Haldirams Group of Companies manoharlal@haldiram. Madhu Sudhan Aggarwal Chairman & Managing Director Haldirams Group of Companies madhusudhan@haldiram. Qatar.com    Mr.

12 .

Haldiram’s gift pack Figure 1.6 Haldiram gift packs 13 .

14 .SWOT AnalysisBikanervala Sab Khaate Hain Strength Weakness Strong brand Less advertising name Outlets are Variety of limited products Haldira ms Opportunty Threats Expand the hotel Increased business competition Increase the Changing taste number of of people outlets Figure no 1.7 Bikanervala logo Company Profile Bikanervala is one India’s most prominent families in the business of traditional hospitality products like sweets and namkeens.

They are as following:    Bikanervala The traditional Indian sweet shop cum restaurant. Bikanervala concept always has been to innovate and yet maintain the original flavor of traditional Indian food with primary focus on quality. hygiene and affordability. Ltd. it has 18 company-owned and 20 franchise outlets. Currently. namkeens. Continental. is an ISO 9001:2000. Agra. South Indian. Bikanervala is running outlets at Delhi and NCR. The USP of Bikanervala is committed to hygiene and standardized quality. Chinese cuisine and Fast Food along with a vast variety of traditional Indian sweets and snacks. 15 .Bikanervala Foods Pvt. Meerut. HACCP and SQF 2000 certified company with a chain of 88 outlets in India and aboard. when a large family of traditional halwais from the famous city of Bikaner decided to explore business opportunities beyond Rajasthan. They migrated to Delhi and brought with them a treasure of traditional recipes perfected by their forefathers. The total business generated from franchising stands at 50 per cent. It has achieved the unique distinction of becoming the first Indian company in its category to have been granted ISO-9001:2008 certificate. here you can find the pleasure & warmth of traditional Indian sweets. chat & snacks and 100% pure Vegetarian multi cuisine restaurant which is served & delivered with passion and celebration. Allahabad. Concept/Brands Bikanervala has three brands or concepts of food. Lucknow. Bikanervala was started in 1950. Ahmadabad. serving vegetarian North Indian. Hyderabad and Jalandhar.

Combo Meals. and exhibition stalls etc. Bikanervala showrooms are located in India. namkeens. It’s concept of constant innovation through the use of modern technology for packaging retains its original flavor for maximum time period. Its packaged products have always been big attractions of customers in both India and abroad. papad and sherbets manufactured according to the world standards of hygiene and quality. History Tradition taste that goes back several generations. Their main focus has been to provide packaged traditional foods at an affordable price to their customer groups are located in corporate houses. a definitive will to bring good taste to a larger audience and an almost missionary zeal to create an everlasting imprint.Customer satisfaction is on top at Bikanervala. Burger.    Bikano Bikano is our international brand of packaged sweets. It is a chain fast food restaurants and Tuck Shops serving traditional Indian Chat. mall. recipes that have been handed down as precious family treasures from one generation to another. Pizza and Snacks in a modern hygienic environment. Nepal. 16 . Their innovative menu and state-of-the-art manufacturing and delivery systems ensures original flavor from kitchen to customer. and UAE & New Zealand.    Bikano Chat Café Bikano Chat Café is a new age concept of Bikanervala aimed at establishing a strong network in the corporate and the retail segment. Its food products like namkeens. It’s vast variety of product are available in Bikanervala and Bikano Chat Café outlets and also in super markets in India and Aboard. cookies and syrups have made it the most preferred in between meal snack all over the world.

We are focusing on customizing Indian food for the Global Market. Bikanervala has contributed to the history of Delhi. Quality and Motive At Bikanervala. the introduced the city to its first. From Bikaner to the hearts and minds of people across India and the world. They brought with them secrets of sweets making as their capital and an enthusiasm to present a very different culinary experience to the people who till now were exposed to very different kind of savories. Quality is our passion and this spirit has transformed the traditional Indian sweet-maker into a full-fledged processing food industry. Vision Our vision is to promote India and Indian heritage. our basic motive is to offer best services and quality to satisfy our customers throughout the globe. 17 . two brave sweet makers made the journey from their home town Bikaner to India’s bustling capital city. their unique taste of the ‘Bhujiya’ and ‘Moong Ki Dal ka Halwa’ found many discerning patrons. In its own little way. Their reputation spread like the lavish aroma of their credible creations and slowly but surely Bikanervala grew into a name easily recalled and referred for every celebrations or even a small snack. A sweet aroma of success that will envelope many more in its fold in upcoming time. Around thirty two years ago. Soon. culture and cuisine worldwide. incredible taste of Kaju katli – a sweet that is almost for every celebration now. Good taste takes time to develop. it has been a heartwarming journey for Bikanervala. The main ingredient of their success was the untiring work ethic and unwavering commitment to quality that the family blended so well with their traditional forte. They started small with a shop in Old Delhi’s Moti Bazaar.Fifty years ago.

It has taken over half a century of focused growth and driven purpose to transform Bikanervala from a traditional sweets and snacks maker to a brand universally recognized as a symbol of great quality and exceptional taste. quality of product and traditional panache to a world-wide audience. Bikanervala has efficiently married the art of traditional cooking with the science of modern retail to create a fast food delivery model that reflects contemporary expectations. the 35 Bikanervala outlets spread across India are beacons of a fresh approach to eating out that combines the best of centuries old recipes with modern technology. Today. Tradition melds into modernity while still keeping its character intact. & Andhra Pradesh. savories. The group is growing at a fast clip with a turnover of $100 million. Bikanervala outlets can be found in Delhi. Business model Hygiene. Gujarat. Pepsi has partnered with the organization for its Indian namkeens product line. The organization is now scaling to create a global footprint and deliver the same great experience. They have already spread the good cheer and taste and ambassadorship to Nepal. purity of ingredients. It is intent on diversifying and creating new delivery formats. UP. Haryana. Abroad. Bikanervala is the true essence of the coming together of a grand heritage with innovative energy. Today.Exclusive recipes go through subtle evolution to become timeless classics. New Zealand and Singapore. totally vegetarian products is the core tenets by which the organization operates. Bikanervala commitment to quality and professionalism has found global recognition. 18 . Its packaged products brand Bikano is established as a preferred choice in sweets. meals and snacks. UAE.

Competitors The major’s competitions of Bikanervala are same as Haldiram’s. The main competitor of Bikanervala is Haldiram’s mainly with the brand “BIKANO”. 19 .The group has pioneered 100 small chat café outlets in Delhi NCR by brand Bikano Chat Café. Growth and expansion During 2009-2010. Frito Lays. MTR. New Zealand and London and plans to expand further in the countries. Rs 100 crore. It will also set up a new plant that is expected to come up in Greater Noida. the company will invest up to Rs 150 crore in adding 60 new restaurants across the country. In addition. Bikanervala has opened outlets in cities like Hyderabad and Ahmadabad. The company plans expands in tier II and III cities via franchising in the 2013. Kathmandu. and Ahmadabad and Hyderabad. They are focused on achieving its vision through hard work. The company already has 40 restaurants in India. Under the plan. Bikanervala is planning to invest Rs 250 crore over three years to open more restaurants and increase production capacity. commitment and a focus on making customer satisfied through food that is healthy and surprisingly tasty. the company is running outlets in Dubai. will be utilized in ramping up production capacity at a plant in Haryana. the group has opened two fine dining restaurants in Hyderabad & Noida and a hotel in Hyderabad. Among international projects. The rest. It will add 10-12 new restaurants every year. spread across north India. They are Haldiram’s. and Unorganized Sector.

They have already spread the good cheer and taste and ambassadorship to Nepal. Globalization Today. Malaysia. United Kingdom. Bikanervala commitment to quality and professionalism has found global recognition. The organization is now scaling to create a global footprint and deliver the same great experience. Kathmandu. New Zealand and London. USA. Thailand. packaging and services. Australia and New Zealand. 20 . New Zealand and Singapore. Middle East Europe. UAE. There are two maps showing distribution of Bikanervala in world and in national territory. The namkeens industry is essentially made up of a few players producing the same product partially differential along the lines of quality. The company is running outlets in Dubai. China. The countries having Bikanervala outlets are Canada.These companies offering similar products and services to the same customers at the similar or same price. Singapore. Sri Lanka. quality of product and traditional panache to a world-wide audience. Germany.

Products  Chats            and Snacks Mini Meals and Combo Curries and Breads South Indian Chinese Pizza and Sandwiches Shakes and Kulfis Desserts Sweets Namkeens Syrups Bakery Directors and Members 21 .

HACCP & SQF 2000 CM. Lawrence Road Industrial Area.   Mr. Manish Aggarwal Director Bikanervala Foods Pvt. Ltd    Mr. Shyam Sunder Aggarwal Managing Director Bikanervala Foods Pvt. 27151607. Ltd Certifications Today the BIKANO product quality is recognized the world over. 27151614 and 27105958 22 . Bikanervala Foods Pvt.110035 (India) Phone: +91-11-47006700 (30 Lines). New Delhi .8 Bikanervala Certificates Corporate Office Bikanervala Foods Private Limited A-28. Figure no 1. Ltd. is a UL Registered Firm and has been awarded ISO 9001:2008. 27151612.

Fax: +91-11-27196893 23 .

Bikanervala Gift Pack 24 .

9 Bikanervala gift packsSWOT Analysis Weakness Strength Limited outlets Strong brand Strong name competition Strong from distribution unorganised network Bikanerv sector ala Opportunty Threats Increase its Health outlets consciousness Launch products amongst people for health Increase in cost conscious of raw people materials 25 .Figure no 1.

3. Haldiram has less holding on gifts compare to Haldiram. Haldiram’s has very wide product than the Haldiram. 7. Haldiram’s is quite expensive and not afford by all. 2. 6. packs as compare to Bikanervala. 5. Haldiram’s is a big exporter of namkeens to outside the India. Bikanervala is an also an exporter but comes after the Haldiram.Difference between Haldiram and Bikanervala Haldiram 1. Haldiram’s has 18 outlets in Delhi and Bikanervala 1. Bikanervala has less product range.1 Difference between Haldiram and Bikanervala 26 on . Bikanervala is spending advertisement and promotion. 5. Bikanervala has less market holding than the Bikanervala. 2. Haldiram’s is not spending advertisement and promotion. 4. 7. Haldiram’s has larger market share and NCR. Bikanervala has good holding on gifts packs as compare to Haldiram. Table no 1. Bikanervala has 13 outlets in Delhi NCR. 3. Bikanervala prices are affordable as range. 4. 6.

do 27 . as well as theoretical and methodological contributions to a particular topic. and as such. Literature reviews are secondary sources.Literature Review A literature review is a text written by someone to consider the critical points of current knowledge including substantive findings.

to assess service experience of restaurant customers in Delhi. This study was conducted in west part of Delhi. Sahil Khanna (2013) on Service Experience and Consumer Satisfaction in Restaurants in delhi : The purposes of this research are: to validate the Otto and Ritchie (1995) instrument in restaurant/Indian setting. It also seeks to get data on the respondent's personal information. Most often associated with academic-oriented literature. cronbach’s alpha and exploratory factor analysis was conducted. The investigation has been capable of generating useful implications for the restaurant service providers. such as a thesis or peer-reviewed article. Descriptive statistics were analyzed using SPSS version 20. The cross-sectional design was employed to collect the necessary data in order to cover the width of the sensitivity that people of different demographic profiles had to customer service. Also.0 of software. 200 customers were surveyed on basis that they at least visited the restaurant once in ten days and on basis of convenient. This instrument may be considered by the managers of restaurants to know where they stand. Questionnaire document equipped with 17 questions. and to suggest working on areas of dissatisfaction. Its main goals are to situate the current study within the body of literature and to provide context for the particular reader. “Kaiser-Meyer-Olkin” (KMO). Ordinal scale was used test the sensitivity. Literature reviews are a staple for research in nearly every academic field. The factors and items of the instrument may be helpful 28 . a literature review can be interpreted as a review of an abstract accomplishment. Pankaj Deshwal. Judgmental and convenience sampling method were employed. “Bartlett’s test of sphericity”. a literature review usually precedes a research proposal and results section.not report any new or original experimental work.

29 . information on consumption preference of the residents in one specific region can help business in planning their operations in this region for improved profit. while the other may spend on clothing and food. He may spend money on computers and technical books. Availability of this information on consumer perception will be of great value to a marketing company. K. Therefore. targeting. • To study the respondents perception about the various aspects of the Restaurants.for marketers when they decide marketing strategy (segmentation. • To find out the reasons for preferring a particular restaurant. • To provide suitable suggestions on the basis of results of the study. These dimensions are also important when managers develop their competitive strategy.(2014 )A Study on Consumer Perception and Satisfaction Towards Restaurants in Coimbatore City One consumer would in general have different consumption behaviors or preferences from another.. marketing mix and positioning). it is very important to have a tool that can help to analyze consumer’s behaviors and forecast the changes in purchase patterns and changes in purchase trend. Latha. Objectives of the study The following are the objectives formulated for the purpose of the study • To examine the awareness of respondents about the Restaurants. a bank. • To analyze the level of satisfaction of consumers towards the services provided by the Restaurants. By the same token. or a credit card company who can use this information to target different groups of consumers for improved response rate or profit. Ms.

customer satisfaction. In the food industry there are fewer opportunities for building up competitive benefits unless knowledge applying to the business environment is analyzed. The results supported the significant links between service quality and customer satisfaction. Abadh Jibi Ghimire (2012) on Service quality and customer satisfaction in the restaurant business: This thesis was done in Vantaa. there are more than six 30 . product identification and product acquaintance. Using data from a sample of 284 customers from two large full service restaurants in southern India. At the moment. the manager of the Restaurant Sagarmatha. service quality and repeat patronage. We proposed and tested a conceptual model of service quality using structural equation modeling. but not customer satisfaction and repeat patronage. Meantime.Kota Neel Mani Kanta. we investigated the relationships of service quality. and frequency of patronage. The working life instructor of the thesis was Purna Chandra Adhikari. The study has provided important insights into service quality and customer satisfaction in the field of restaurant operations.and Experiential-Oriented Perspectives” Using the decision. P Srivalli (2014) “A Study on Service Quality in Indian Restaurants with Decision. there is price pressure caused by the absence of opportunities for product differentiation. particularly in Finland. this article reported an empirical assessment of service quality in restaurant operations. The aim of the thesis was to give quality service and make the customer satisfied. in the Nepalese restaurant Sagarmatha located in Helsinki.and experiential-oriented perspectives as theoretical guides.

hundred ethnic restaurants in Helsinki only. as a gateway to Finland. has more than fifty ethnic restaurants. and Vantaa. 31 .

Methodology RESEARCH METHODOLOGY 32 .

product quality. surveys and other research techniques and could include both present and historical information. cleanliness. The methodology may include publication research. ambience (environment). sweets and snacks. In it. price. advertising & promotion and services and also which is more preferable by consumers for namkeens. It is systematic analysis of the methods applied to a field of study. Data source For this research study primary data as well as secondary data is collected. In it. secondary data is collected from websites. Research Objective The main objective of the comparative study between Haldiram and Bikanervala is to compare and understand the competitive market between them on various factors like taste. availability. observations or experimentations. primary data is collected is collected from the customer through questionnaire.Research methodology is the process used to collect information and data for the data of making business decisions.    Secondary Data Secondary data is the data collected by other and used by some else for different purpose of work. 33 .    Primary Data Primary data is the first hand collected data by means of surveys. interviews. product variety. Questionnaire Design A questionnaire is a series of questions asked to the customers to obtain the information about the same topic.

Questionnaire Sample size .The questionnaire is a closed ended questionnaire includes questions that limit respondents with a list of answer choice from which they must choose to best answer given in the form of MCQ.50 34 .25 days Method of data collection . Sample Design Area . It is related to the Haldiram and Bikanervala companies in order to find out which company is more preferable by the customer in different different aspects.Delhi Time taken .

Are you aware of Haldiram and Bikanervala food chain? Yes No 35 .Data Analysis and Interpretation DATA ANALYSIS & INTERPRETATION 1.

1 aware of Haldiram and Bikanervala food chain Interpretation:- 36 .1 Awareness of Haldiram and Bikanervala food chain Awareness 120 100 80 Percentage 60 40 20 0 YES NO Axis Title Figure no: 4.Brand Awareness No of respondent Percentage(%) Yes 50 100 No 0 0 Total 50 100 Table no: 4.

Everyone is aware of such food chain and its food products as shown in the above graph. 2.According to survey conducted it has been found that the out of 50 people everybody each and every person is aware of Haldiram’s and Bikanervala food chain. How often do you eat out? Daily Once or more in a month Once or more in a week occasionally Eat out No of respondent Percentage (%) Daily 2 4 Once or more in a week 10 20 Once or more in a month 8 16 Occasionally 30 60 Total 50 Table no: 4.2 How often do you eat out Eat out 70 60 50 40 30 20 10 0 percentage 37 100 .

2 How often do you eat out Interpretation:According to the survey conducted it has been found that the out of 50 peoples 2 are eating out daily. weekly or monthly as shown in the above graph. 38 . 10 eat once or more in a week. 8 eat once or more in a month and 30 people eat occasionally. It shows that the more than 60% people eat out occasionally and rest of the 40% people eat daily.Figure no : 4.

3. On which occasion do you eat out? Birthday or any celebration Hang out with friends Try something new Combinations Occasion of eat out No of respondent Birthday or any celebration 5 Try something new 6 Hang out with friends 12 Combinations 27 Total 50 Table no 4.3 Occasion of eat out 39 Percentage (%) 10 12 24 54 100 .3 Occasion of eat out Occasion of eat out 60 50 40 30 20 10 0 percentage Figure no: 4.

6 are going out to trying something new.Interpretation:According to the survey conducted it has been found that the out of 50 peoples.e.e. birthday plus hang out with friends as shown in the above graph. 12 are hang out with their friends and rest of people eat out in combinations i. 5 are eating out on the occasion of birthday. more than 1 occasions i. 40 .

Which one do you prefer for sweets? Haldiram Bikanervala Preference for sweets No of respondent Haldiram 29 Bikanervala 21 Total 50 Table no: 4.4 Which one do you prefer for sweets Percentage (%) 58 42 100 Preference for sweets 60 50 40 percentage 30 20 10 0 Haldiram Bikanervala Figure no: 4.4.4 Which one do you prefer for sweets Interpretation:- 41 .

According to the survey conducted it has been found that the majority of people i.e.e. 42 . 58% refer Haldiram’s for the sweets and rests of the people i. 42% refer Bikanervala for the sweets as shown in the above graph.

5 Which one do you prefer for Indian snacks and fast food Interpretation:43 .5.5 which one do you prefer for Indian snacks and fast food Preference for indian food and fast food 70 60 50 40 percentagre 30 20 10 0 HALDIRAM BIKANERVALA Figure no: 4. Which one do you prefer for Indian snacks and fast food? Haldiram Bikanervala Preference for Indian No of respondent Percentage (%) snacks and fast food Haldiram 32 64 Bikanervala 18 36 Total 50 100 Table no: 4.

44 .According to the survey conducted it has been found that the out of 50 peoples. 32 people choose Haldiram for Indian snacks and fast food and 18 people choose Bikanervala for the same as shown in the above graph.

6. Which one do you prefer for Namkeen? Haldiram Bikanervala Preference for namkeen No of respondent Haldiram 36 Bikanervala 14 Total 50 Table no: 4.6 Which one do you prefer for Namkeen Interpretation:- 45 .6 Which one do you prefer for Namkeen Percentage (%) 72 28 100 Perference for namkeen 80 70 60 50 percentage 40 30 20 10 0 HALDIRAM BIKANERVALA Figure no: 4.

36 people choose Haldiram for namkeens and 14 people choose Bikanervala for the same as shown in the above graph.According to the survey conducted it has been found that the out of 50 peoples. 46 .

Whose product quality do you find better? Haldiram Bikanervala Product quality No of respondent Haldiram 38 Bikanervala 12 Total 50 Table no: 4.7 Whose product quality do you find better Percentage (%) 76 24 100 Product quality 80 70 60 50 percentage 40 30 20 10 0 HALDIRAM BIKANERVALA Figure no: 4.7 Whose product quality do you find better Interpretation:- 47 .7.

According to the survey conducted it has been found that the out of 50 peoples. 38 people choose Haldiram for product quality and 12 people choose Bikanervala for the same as shown in the above graph. 48 .

Whose product range is wider? Haldiram Product range Haldiram Bikanervala Total Table Bikanervala No of respondent 35 15 50 no: Percentage (%) 70 30 100 4.8. Product range 80 70 60 50 percentage 40 30 20 10 0 HALDIRAM BIKANERVALA 8 product range is wider 49 Whose .

35 people choose Haldiram for wider product range and 15 people choose Bikanervala for the same as shown in the above graph.Figure no: 4.8 Whose product range is wider Interpretation:According to the survey conducted it has been found that the out of 50 peoples. 50 .

Whose price range is more affordable? Haldiram Bikanervala Affordability No of respondent Haldiram 20 Bikanervala 30 Total 50 Table no: 4.9 Whose price range is more affordable Interpretation:- 51 .9.9 Whose price range is more affordable Percentage (%) 40 60 100 Affordability 70 60 50 40 percentage 30 20 10 0 HALDIRAM BIKANERVALA Figure no: 4.

According to the survey conducted it has been found that the out of 50 peoples. 52 . 20 people opt Haldiram in case of affordability and 30 people opt Bikanervala for the same as shown in the above graph.

10. Whose taste you like more? Haldiram Bikanervala Taste No of respondent Haldiram 40 Bikanervala 10 Total 50 Table no: 4.10 Whose taste you like more Interpretation:- 53 .10 Whose taste you like more Percentage (%) 80 20 100 Taste 100 80 60 percenatge 40 20 0 HALDIRAM BIKANERVALA Axis Title Figure no: 4.

40 people choose Haldiram for taste preference and 10 people choose Bikanervala for the same as shown in the above graph. 54 .According to the survey conducted it has been found that the out of 50 peoples.

11 In your opinion which one is clean and hygienic Clean and hygienic 60 50 40 percentage 30 20 10 0 HALDIRAM BIKANERVALA BOTH Figure no: 4.11 In your opinion which one is clean and hygienic Interpretation:- 55 .11. In your opinion which one is clean and hygienic? Haldiram Bikanervala Both Clean and hygienic No of respondent Percentage (%) Haldiram 12 24 Bikanervala 13 26 Both 25 50 Total 50 100 Table no: 4.

Whose ambience you like more? Haldiram Bikanervala Ambience No of respondent Haldiram 37 Bikanervala 13 Total 50 Table no: 4.12 Whose ambience you like more Percentage (%) 74 26 100 Ambience 80 70 60 50 percentage 40 30 20 10 0 HALDIRAM BIKANERVALA 56 . 12. 12 feels Haldiram and rest 13 feel Bikanervala is clean and hygienic as shown in the above graph.According to the survey conducted it has been found that the out of 50 peoples. 50% people feel both Haldiram and Bikanervala are clean and hygienic. Rest of 25 people.

Figure no: 4.12 Whose ambience you like more Interpretation:According to the survey conducted it has been found that the out of 50 peoples. 37 people like Haldiram’s ambience and rest 13 people like Bikanervala’s ambience as shown in the above graph. 57 .

No of respondent 25 25 50 Percentage (%) 50 50 100 location and availability 60 50 40 percentage 30 20 10 0 Haldiram Bikanervala 13 Whose location and availability suits you more 58 . Whose location and availability suits you more? Haldiram Bikanervala Location and availability Haldiram Bikanervala Total Table no: 4.13.

59 . equality is seen i.Figure no: 4. 50-50 people having Haldiram’s as well as Bikanervala nearby outlets as shown in the above graph.13 Whose location and availability suits you more Interpretation:According to the survey conducted it has been found that the out of 50 peoples.e.

No of respondent 18 32 50 Percentage (%) 36 64 100 Location and promotion 70 60 50 40 percentage 30 20 10 0 HALDIRAM BIKANERVALA 14 Which one scores more in advertising and promotion 60 . Which one scores more in advertising and promotion? Haldiram Bikanervala Advertising and promotion Haldiram Bikanervala Total Table no: 4.14.

32 peoples thinks that Bikanervala scores more in advertising and promotions as compare to Haldiram as shown in the above graph. 61 .14 Which one scores more in advertising and promotion Interpretation:According to the survey conducted it has been found that the out of 50 peoples.Figure no: 4.

15. Service 70 60 50 40 percentage 30 20 10 0 HALDIRAM BIKANERVALA 15 Whose services do you like more 62 . Whose services do you like more? Haldiram Services Haldiram Bikanervala Total Table Bikanervala No of respondent 32 18 50 no: Percentage (%) 64 36 100 4.

15 Whose services do you like more Interpretation:According to the survey conducted it has been found that the out of 50 peoples. 63 .Figure no: 4. 32 people like Haldiram’s service and rest 18 people like Bikanervala’s services as shown in the above graph.

Who is best in your view? Haldiram Best in view Haldiram Bikanervala Total Table Bikanervala No of respondent 40 10 50 no: Percentage (%) 80 20 100 4.16. Best in view 90 80 70 60 50 percentage 40 30 20 10 0 HALDIRAM BIKANERVALA 16 Who is best in your view 64 .

Finding and Conclusion 65 .16 Who is best in your view Interpretation:According to the survey conducted it has been found that the out of 50 peoples. 40 people choose Haldiram’s as the BEST and rest 10 people choose Bikanervala as the BEST as shown in the above graph.Figure no: 4.

11 are going out to trying something new. 73 people choose Haldiram for namkeens and 27 people choose Bikanervala for the same as shown in the graph. birthday plus hang out with friends as shown in the graph. According to the survey conducted it has been found that the out of 100 peoples. self service etc.Finding  According to survey conducted it has been found that the out of 100 people everybody each and every person is aware of Haldiram’s and Bikanervala food chain. 43% refer  Bikanervala for the sweets as shown in the graph. According to the survey conducted it has been found that the out of 100 peoples.e. According to the survey conducted it has been found that the out of 100 peoples.e. According to the survey conducted it has been found that the out of 100 peoples. 65 people choose Haldiram for Indian snacks and fast food and 35 people choose  Bikanervala for the same as shown in the graph.e. 66 . 65 people like Haldiram’s service and rest 35 people like Bikanervala’s services as  shown in the graph. According to the survey conducted it has been found that the majority of people i. 57% refer Haldiram’s for the sweets and rests of the people i. 10 are eating out on the occasion of birthday. Everyone is aware of such food chain and its food products as shown in the  graph.  more than 1 occasions i. 24 are hang out with their friends and rest of people eat out in combinations i. Services includes like seating arrangement.e.

This shows that Haldiram’s has wider range than  the Bikanervala range. 76 people choose Haldiram for product quality and 24 people choose Bikanervala for  the same as shown in the graph. Rest of 50 people. 70 people choose Haldiram for wider product range and 30 people choose Bikanervala for the same as shown in the graph. According to the survey conducted it has been found that the out of 100 peoples.e. According to the survey conducted it has been found that the out of 100 peoples. 67 . 74 people like Haldiram’s ambience and rest 26 people like Bikanervala’s ambience as shown in the graph. This says that whether the Bikanervala is not  famous as Haldiram but it is afforded by everyone. According to the survey conducted it has been found that the out of 100 peoples. It shows that they captured the market fully. According to the survey conducted it has been found that the out of 100 peoples. People feel good in Haldiram’s outlets as compare to  Bikanervala outlets. equality is seen i. 80 people choose Haldiram for taste preference and 20 people choose Bikanervala for  the same as shown in the graph. 50% people feel both Haldiram and Bikanervala are clean and hygienic. 25 feels Haldiram and rest 25 feel Bikanervala is clean and hygienic as  shown in the graph. 50-50 people having Haldiram’s as well as Bikanervala nearby outlets as shown in the graph. 80 people choose Haldiram’s as the BEST and rest 20 people choose Bikanervala as  the BEST as shown in the graph. According to the survey conducted it has been found that the out of 100 peoples. According to the survey conducted it has been found that the out of 100 peoples. 40 people opt Haldiram in case of affordability and 60 people opt Bikanervala for the same as shown in the above graph. According to the survey conducted it has been found that the out of 100 peoples. According to the survey conducted it has been found that the out of 100 peoples.

The amounts of sales or sales volume may different in different months. and the aim presentation is to increase confidence in the present result. 6. 3. weekly or monthly as shown in the graph. Study was limited to institutional outlets stocking in NCR. The result of this study shouldn’t be generalized with any other part of NCR or of the country or whole Indian at large. According to the survey conducted it has been found that the out of 100 peoples 4 are eating out daily. It shows that the more than 60% people eat out occasionally and rest of the 40% people eat daily. 4. 8. which is written below. 2. 68 . The universe study is NCR. Information collection took so many days. 7. 9. According to the survey conducted it has been found that the out of 100 peoples. Though almost all the places the number of c/b are counted but in few large retail stores like Big Bazaar. conventions. Recommendation 1. 20 eat once or more in a week. 16 eat once or more in a month and 60 people eat occasionally. Resettlement of dispute like non payments and wrong commitment problems is necessary by another executive. Limitations Every project has its limitation and it is wise to point them out instead of glossing over them. Company should problems of distributors. 65 peoples thinks that Bikanervala scores more in advertising and promotions as  compare to Haldiram as shown in the above graph. Company should consider the problems of retailers and canteen’s owner. Limitation of survey 5. the information was noted down as given by retailers. Stand should be provided to needy retailers because another company’s executive creates problem. This project was having some limitation.

14. Company should prevent the wholesale disturbance. Company should provide display to canteens and cafeterias. 13. 6. 69 . Company should prevent the undercutting in market.5. this will bound the retailers to sale our product. Company should spend some amount on advertisement of its products because the competitors are using celebrities as their promoter in ads. Company should give the incentives to its executives as extra benefits after salary. 7. 9. Company should listen and care of sales executive. Company should prevent the interference of distributor in each others areas. 11. 15. 10. Company should give the stands and racks to each and every counters where its product is sold. The very necessary work is market screening and recognizing the strength and weaknesses of competitors. Company should paints the walls of cafeterias time to time because its competitors do this. 8. Company should recognize the problems in market. For Kurkure Juhi Chawla and for Lays Saif Ali Khan. 12.

70 . 2. Haldiram’s should keep its prices according to their customer’s affordability. 4. Haldiram’s management should a strong emphasis on its cleanliness and regularly checks out that the hygiene is maintained or not. Haldiram’s should take steps to maintain its position in the market1. It should introduce new products from time to time so that their product ranges get wider than its competitors. Haldiram’s should continue to maintain its quality standards as people like them for their high quality products. Haldiram’s has a strong brand image in front of its customers and people like their sweets and food over Bikanervala but there is very close competition between the two companies i. 6.e. Bikanervala should increase its product quality as compare to the Halidram.e. it has found that as compared to Bikanervala.Conclusion In this research. Bikanervala should introduce more products i. increase its product line. 5. if Bikanervala works towards improving its brand image and product quality it can easily capture Haldiram’s customers. 3. Haldiram’s and Bikanervala. So. Haldiram’s should also focus on advertising and promotions so that the target market gets know about its offers etc. 2. The Haldiram’s is ahead of Bikanervala by just few steps away. Haldiram’s should open its more outlets in Delhi so that people could reach easily and their customers will increase. Bikanervala should take steps to captured the market1.

3rd edition Prentice hall of India ltd  Kothari.. Bikanervala should open its outlets in Delhi so that people easily reached to the outlets.(2003). vikas publishing house pvt 71 . BIBLIOGRAPHY BOOKS  Kotler. Marketing Management. 4. Research Methodology. (1998).R. Philips. C..3. 2nd edition. Bikanervala should maintain its affordable price range for all kind of customer.

JOURNALS AND NEWSPAPERS  Company Broachers and Leaflets. new delhi  Kotler. 72 . PEARSON Education.org/wiki/Bikanervala MAGAZINES.haldirams.wikipedia.wikipedia.com/bikanervala/giftpack. 13th Edition. about retail shops. Marketing Management.(2012).com/?gclid=CKittL7N2cQCFYcnjgodVREAig http://www.bikanervala.org/wiki/Haldiram's http://www.ltd.aspx http://en. Appendices QUESTIONAIRE (Your information will be kept confidential) Personal Details:Name ……………………... WEBSITES     http://en. Philip.

Whose location and availability suits you more? Haldiram Bikanervala 14. On which occasion do you eat out? Birthday or any celebration Hang out with friends Try something new Combinations 4. Which one do you prefer for sweets? Haldiram Bikanervala 5.Note: Please tick mark () in the box 1. Which one do you prefer for Indian snacks and fast food? Haldiram Bikanervala 6. Are you aware of Haldiram and Bikanervala food chain? Yes No 2. Whose ambience you like more? Haldiram Bikanervala 13. Whose product quality do you find better? Haldiram Bikanervala 8. Which one do you prefer for Namkeen? Haldiram Bikanervala 7. How often do you eat out? Daily Once or more in a month Once or more in a week occasionally 3. Whose price range is more affordable? Haldiram Bikanervala 10. Which one scores more in advertising and promotion? Haldiram Bikanervala 73 . In your opinion which one is clean and hygienic? Haldiram Bikanervala Both 12. Whose taste you like more? Haldiram Bikanervala 11. Whose product range is wider? Haldiram Bikanervala 9.

Whose services do you like more? Haldiram Bikanervala 16. Who is best in your view? Haldiram Bikanervala 74 .15.