Professional Documents
Culture Documents
Submitted to
S.R. LUTHRA INSTITUTE OF MANAGEMENT
IN PARTIAL FULFILLMENT OF THE
REQUIREMENT OF THE AWARD FOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION
In
Gujarat Technological University
UNDER THE GUIDANCE OF
Submitted by
Mr. UMESH K. PATIL [Batch No. 2014-16, Enrollment No. 148050592053]
Mr. ANAS A. SHAIKH [Batch NO. 2014-16, Enrollment No.148050592067]
Place: - Surat
________________
(Pratik shethna)
Students’ Declaration
We, Mr. UMESH PATIL and Mr. ANAS SHAIKH , hereby declare that the
report for Comprehensive Project entitled “Evaluation of Factors Affecting
Customer Loyalty in the Sugar N Spice Restaurant” is a result of our own
work and our indebtedness to other work publications, references, if any, have
been duly acknowledged.
Place: Surat
Date: _____________
__________________
(Umesh K. Patil)
__________________
(Anas A. Shaikh)
Institute’s Certificate
Place: Surat
Date: ________________
___________________
(Rupal Khambhati)
Asst. Professor
___________________
(J. M. Kapadia)
Director
PREFACE
Firstly, Macro analysis of restaurant industry has been analyzed with help of
Global level, national level, state level, PESTEL analysis. Secondly, micro
analysis related to company, its organizational structure and production has
been done. Detail literature review has been done regarding the factors that
affect the customer and to know about customer loyalty. Finally with help of
this project different factors that affect customer loyalty in sugar n spice
restaurant was studied.
ACKNOWLEDGEMENT
We have taken efforts in this project. However, it would not have been
possible without the kind support and help of many individuals and
organizations. We would like to extend our sincere thanks to all of them.
We would like to express our gratitude towards our parents & member of 7
Spices Restaurant for their kind co-operation and encouragement which
helped us in completion of this project.
We would like to express our special gratitude and thanks to Mr. VIPIN
MISHRA give us such attention and time.
Our thanks and appreciations also go too our friends and acquaintances in
developing the project and people who have willingly helped us out with their
abilities.
EXECUTIVE SUMMARY
Customer loyalty is one of the most important keys to the restaurant success.
Many restaurants derive a large portion of their profits from their loyal
customers. Customer loyalty leads to higher customer retention rate and to
continuous business success even in situations where failure to satisfy
customers would normally cause an early termination of business.
Sugar N Spice is a leading food brand in Gujarat and till date have 21 outlets
7 directly by Company and 7 franchised. Sugar N Spice is successfully
expanding its business taking full advantage of its standard and reputation
which has been made for last 10 years. In Southern part of Gujarat Sugar N
Spice is the most preferred food court or restaurant.
The study was conducted on 300 customer using structure questionnaire. The
entire project covers different factors that affect customer loyalty. The survey
is limited to Surat city only.
The primary data was collect from valid questionnaires which will be
distributing to Sugar N Spice customers. The data will tabulate in Ms-excel
and SPSS for making analysis easier. In this study SPSS software package
version 16.0 will be use for analyzing the data collected for the study.
After analyze the that it is found that most of the customers is satisfied with
the services and foods provided by the Sugar n Spice Restaurant and this
satisfaction is convert in to the loyalty of the customers. There are many
factors that affect the Customer when they visiting SNS likes food quality is
most affecting factors then price of food, Type of food Varity in menu,
atmosphere of the restaurant and finally service quality which they consider.
After getting all this it is concludes that 70.30% of customers say that Sugar N
Spice Restaurant deserves their loyalty.
TABLE OF CONTENT
o Company’s Certificate
o Students’ Declaration
o Institute’s Certificate
o Preface
o Acknowledgement
o Executive Summary
Sr. Pa1ticulars Page
No. No.
1. Introduction 1
2. Industry Profile 3
a. Global 4
b. National 5
c. State 6
d. PESTEL 9
e. Current trends 11
f. Major Players 14
g. Major Offerings 14
3. Company Profile 16
a. Company Profile 16
b. Organogram 20
c. Divisions/ Departments 21
d. SWOT 22
e. Market Position 23
4. Review of Literature 24
5. Research Methodology 30
a. Problem Statement
b. Research Objective
c. Research Design
i. Type of Design
ii. Sampling
iii. Data Collection
iv. Tools for Analysis
v. Limitations of the Study
6. Data Analysis & Interpretation 32
7 Findings
59
8 Conclusion
61
Bibliography
62
Annexure
64
LIST OF TABLES
Table Page
Sr. No. Particulars
No. No.
18 Gender 6.15 45
21 Occupation 6.18 48
Figure Page
Sr. No. Particulars
No. No.
17 Gender 6.15 46
20 Occupation 6.18 49
According to the planet Travel and Tourism Council, travel and tourism has
become the important monetary giver to the world and nationwide economy
in terms of gross output, value added capital investment, employment and
tax gifts. Because it caters to the lodging needs of the absent from home
market, the hotel industry is of middle importance to the progress of travel
and tourism.
GLOBAL LEVEL
Over the next 12 months, further gains are anticipated. Major industry players
are seeking to strategically deploy and optimize their capital investments, and
strong investor appetites, coupled with the availability of flexible and creative
capital sources, will fuel demand for hotel acquisitions.
NATIONAL LEVEL
The tourism and hospitality sector’s direct payment to GDP total US$ 37.3
billion in 2013.
The Indian tourism and hospitality industry has emerge as one of the key in
drivers of enlargement in the midst of the services sector in India. Tourism in
India is a latent game changer. It is a sun increase industry, an service
generator, a important source of foreign swap over for the country and an
economic activity that helps local and host community.
The value of the brand to the customer, the growth in budding markets, the
significance of consumer-facing knowledge, and expansion and preservation
of human capital have help shape the tourism manufacturing over the past
five years.
The travel and tourism sector has developed into an industry with an annual
monetary report (direct, indirect and induced) of about US$ 6.5 trillion
universal. The universal hotel industry generate around between US$ 400-
500 billion in proceeds each year. One third of that proceeds is attributable to
the United States.
STATE LEVEL
The Hospitality travel and tourism industry contributed 6.6% to the Indian
GDP in 2014 as compared to 6.4% in 2013, according to recent statistics
released by World Travel and Tourism Council.
In fact, despite the downturn in the Indian economy in recent months, the
demand for hotels in the country remains high spurned by the increasing trend
of cities being both convention and tourist destinations.
13%Growth
The state of Gujarat itself has seen phenomenal growth in tourism. As per the
latest figures by the Tourism Corporation of Gujarat Ltd (TCGL), there has
been a growth of 13% in this sector for the state of Gujarat.
The number of tourists to Gujarat in the year 2012 was a whopping 2.54
crore. The Gujarat Travel Mart held earlier this year saw the participation of
buyers and media from over 32 countries and a visit by 125 international
delegates. The increased interest in Gujarat by international hotel players is
fuelled not only by leisure tourism but also the soaring demand in business
travel. The state has become a hub for agro-based products and food
processing, biotech, pharmaceutical, textile, automobile and IT industries. The
entrepreneurial spirit of the state, coupled with well-developed infrastructure
increasing air connectivity and the progressive policies of the government
have encouraged foreign investments especially from countries such as
Japan, USA and Canada.
Driving-occupancies
Courtyard Marriott Ahmedabad was one of the first international brands to set
shop in the city of Ahmedabad in the year 2010. The four-star hotel features
164 rooms including 12 suites, 7,500 sq ft of event space including a pillar-
free ballroom, boardrooms and outdoor lawns and three food and beverage
options. Within three years of operation, the hotel has witnessed a remarkable
growth in market share from 29% in 2010-11 to 35% in 2011-12 which
indicates growth of the industry.
Change-in-F&B-scene
The food and beverage scene in the city is also undergoing sea change. The
people of Ahmedabad have become globe-trotters due to business
requirements and are hence willing to experiment with different kinds of
international cuisines. Majority of the population however is vegetarian. This is
a reason why we at Courtyard Marriott Ahmedabad have a fine-dining Indian
vegetarian restaurant called Shakahari which has established a mark for itself
in the city over the past three years. We now plan to take it notch further and
introduce global cuisines while still sticking to the original concept of being an
absolute vegetarian restaurant. This would give us the opportunity to provide
a plethora of international cuisines to our loyal patrons while still being mindful
of their alimentary requirements.
Gujarat, especially the city of Ahmedabad also has a very large base of
students owing to esteemed educational institutions such as the Gujarat
University, Centre for Environment Planning and Technology (CEPT) and
National Institute of Design (NID). There is also a large number of young
working professionals from other cities staying in Ahmedabad not to mention
a sizeable number of expats who are in the city for an extended period of
time. Keeping the needs of this segment of the population in mind, we at
Courtyard Marriott Ahmedabad are in the process of launching a new coffee
house called Java+. This coffee house has been designed keeping in mind
‘Gen Y’ with a vibrant look and feel to the interiors. We shall be serving a
variety of gourmet coffees and teas besides other soft beverages. What would
set this place apart from the rest would be the presence of a coffee
‘sommelier’ who can educate people about coffee and recommend them the
varieties they should try. We would also have a separate coffee tasting table
where patrons can taste some of our coffees prior to making a decision as to
which one they would like to buy. Going further, we would like to turn this
place in to a hub for hosting cultural activities, screening cricket and football
matches live and have a separate area for a live band or musician.
Market Size
The integer of Foreign Tourist arrival has developed gradually in the last three
years reaching about 7.46 million during January–December 2014. Foreign
switch over earnings from tourism in terms of US dollar grew by 7.1 per cent
during January-December 2014 as compare to 5.9 per cent over the matching
period of 2013. Through the Month of December 2014 were Rs 120,083 crore
(US$ 19.02 billion) as compare to of Rs 107,671 crore (US$ 17.05 million)
during January-December 2013 over the matching period of 2012. There has
been a enlargement of 6.8 per cent in December 2014 over December 2013.
Foreign swap over salary during the month of December 2016 were Rs
162,875 crore as evaluate to Rs 181,994 crore (US$ in December 2017 and
.The enlargement rate in FEEs in rupee conditions in December 2014 over
December 2013 was 7.3 per cent. FEEs from tourism in rupee terms
throughout January-December 2014 were Rs 120,083 (US$ 1,902.53) with a
enlargement of 14.5 per cent over the matching period of 2016.
The total number of 1,. million foreign tourist arrived on e -tourist visa a
growth of 57.2 % .
Hospitality a main section of tourism has full-grown by 10-15 per cent on the
back of better customer sentiment with the modify of Government. As
command is going up occupancies are civilizing.
PESTEL ANALYSIS
1) Political Factors
2) Economic Factors
3) Social Factors
4) Technological Factors
1) Political Factors :
2) Economic Factors :
Interest rate would collision the cost of capital, the rate of interest
organism directly in proportion to the cost of capital.
Rate of inflation determine the rate of compensation of employees and
directly affect the worth of the restaurant's products. Again, the
percentage between the inflation rate and wages/prices is straight.
3) Social Factors :
Definite cultures abhor definite foods. For example, Hindus will not eat
beef and Muslims would not still touch pork. Therefore information of
these educational facts about your business atmosphere will help you
come to a decision whether or not you'll be able to do any commerce
there.
4) Technological Factors :
Millennial have become the fastest growing customer segment within the
hospitality industry:
Customer service will create the list every year but this year it have to be
a combination of high tech, high stroke as coin by John Nesbit in his best
seller Megatrends in 1985. Service today has to comprise enable guests to
be self-governing. As an example, if a guest wants to find in succession
using his/her smart phone, as long as an app or mobile website that
accommodate that in sequence will appeal to many. The rise of this digital
voyager requires the hotel industry to equilibrium the anticipation of
personalization while ornamental the need to stay put independent.
Expectation of more international visitors has been talk about for two
years but these traveler are here now. global leisure travel has increased
markedly due to the visa waiver program introduce by President Obama in
2012 and this is touching more worldwide tourists to travel to the United
States. The U.S. Department of Commerce project an annual growth rate
of around 4 percent in global travel. This represents over 80 million
visitors. China is prepare to send tens of millions of leisure tourists into the
global market every year.
Real time marketing and given that contented on an continuing basis will
govern the industry. Although it would be imprudent to markdown the
shock of established marketing, real time marketing must take place on a
regular basis and incorporate guest-generated satisfied, particularly via
social media. This must be a crucial component of the marketing mix.
Health and wellness trends will continue to drive customer decision. well
food option are one of the easiest ways to supply to this trend. The
Chicago Marriott O’Hare recently implement a test pilot in partnership with
Farmer’s Fridge, a Chicago start-up, to provide a vigorous vending
machine. At the proposition of a guest, soda, candy bars, and ice cream
were replace with a detox salad made of kale, quinoa, Greek yogurt,
berries and nearby sourced honey.
MAJOR PLAYERS
Branded players
This segment mainly represents the branded budget hotels in the country,
which bridge the gap between expensive luxury hotels and inexpensive
lodges across the country. Budget hotels are reasonably priced and offer
limited luxury and decent services. Increased demand and healthy
occupancy have fuelled growth of budget hotels. These hotels use various
cost control measures to maintain lower average room rates without
compromising on service quality. Followings are some of the popular budget
hotels.
ITC Hotels
Indian Hotels Company Ltd. (The Taj Hotels Resorts & Palaces)
Oberoi Hotels (East India Hotels)
Hotel Leela Venture
Asian Hotels Ltd.
Hotel Corporation of India
ITDC Hotels
TGB (Banquet, Hotel, Conventions & Clubs)
MAJOR OFFERINGS
Quality Commitment the Success story of sugar n Spice lies only and solely
on the pillar of the quality it promises to serve. High quality food is the main
focus of the company. In spite of the fact that the company serves the largest
variety of food in South Gujarat ranging from Chats, South India, Chinese,
Fast Food, Bakery and Confectionary, and Indian Tandoori . The company
makes all possible efforts to serve its patrons the best possible taste. Cooks
and chefs are trained from time to time to further upgrade the food.
With all its exotic ingredients, unfamiliar dishes, and tongue-tingling flavors,
Indian cuisine can be both exciting and intimidating. “It’s such a complete
world of taste. You combine all the techniques from other cuisines and add
magical spices to get a titillating food experience. Indian cuisine uses the
whole palette of flavors spicy, sour, sweet, and hot all at the same time
making it something that wants to jump off the plate.
There are a basic 20 to 30 spices that are used in many dishes cumin,
coriander, turmeric, and ginger, to name a few and there are an infinite
number of ways of using them. Every spice has a reason for being there.
They have health benefits, and they make the food more exciting and
flavorful.
Sugar N Spice is a leading food brand in Gujarat and till date have 21 outlets
7 directly by Company and 7 franchised. Sugar N Spice is successfully
expanding its business taking full advantage of its standard and reputation
which has been made for last 10 years. In Southern part of Gujarat Sugar N
Spice is the most preferred food court or restaurant. Two more outlets are
under construction. The head quarter of Sugar N Spice is located in Surat,
Gujarat and the brand had captured whole Gujarat and spreading its wings in
other state by having a joint venture or offering franchise for which they offer
their business strategies and technical support as well as training program.
Hotel and Restaurant industry is growing very fast and the brand Sugar N
Spice is gaining popularity all over India. Having a substantial knowledge of
management systems, quality standardization, marketing and as well as
business development strategies, the team will deliver an ideal training
program and technical support making the franchise business of Sugar N
Spice much more profitable than expected. Total cost of starting a Sugar N
Spice franchise is about Rs. 30 to 50 lakhs. This investment includes
franchise fees, furniture’s and equipments and marketing and advertising
costs. Cost of training program and software support is included in franchise
fees. The company has not revealed its Royalty fees and can be negotiated
with them before finalizing the deal. Since the restaurant is a profitable
business especially if the brand is popular and upcoming, the break even will
certainly be achieved within 3 years or even before if the area is ideal for a
restaurant and quality of the brand is maintained.
The status of company in the records of Registrar is active which means that
it is actively doing all its filing with the Registrar.
Company has currently 2 director and falls under the jurisdiction of Registrar
of Company-Delhi.
BASIC DETAILS
20/02/1992 047696
Company Type Listing Type
Private Unlisted
Industry Category Company Nature
CAPITAL DETAILS
CHEF
FOOD PRODUCTION
HELPER
MANAGER/SUPERVISI
OWNER SERVICE WAITERS
OR
MARKETING
FINANCE AND
ACCOUNT
HR
SWOT analysis:
Strength:
Opportunity:
Threat:
Market position:
Wansoo Kim and Heesup Han Journal of Quality Assurance in Hospitality &
Tourism (2008) Vol. 9 stated that the relationships among perceived quality,
perceived value, relationship quality (customer satisfaction and trust), and
loyalty intentions in the full-service restaurant industry. Following Baron and
Kenny's guidelines, the current study also tested a mediating effect of
relationship quality on loyalty intentions. Data were collected using an on-line
survey. The results of a series of regression analyses using five regression
equations supported the hypothesized relationships among study constructs.
In addition, relationship quality was found to be a partial mediator in the
relationship between perceived value and loyalty intentions.
Theoretical/managerial implications and suggestions for future research are
discussed.
Bowden and Jana Journal of Hospitality Marketing & Management (2009) Vol.
18 stated that Customer-brand relationships do not just exist, they develop
over time and through multiple service experiences, yet the literature typically
discusses customer-brand relationships as being a largely static
phenomenon. Very limited attention has been given over to the service
evaluation processes of customers who are new to a service brand, as
compared to customers who are experienced with the service brand.
Research additionally continues to rely on the historically dominant customer
satisfaction paradigm as the most effective method with which to evaluate
service experiences at the expense of other relational mediators such as
involvement, calculative commitment, affective commitment, and trust. This
limits the extent to which a more complete and dynamic understanding of the
nature of customer-brand relationships and the processes by which
engagement with the brand and ultimately loyalty to the brand may be
fostered for customers in different consumption stages. A phenomenological
investigation into the process of customer engagement as revealed through
customers' restaurant dining experiences is presented to examine these
issues.
Kim, Insin Jeon, Sang Mi Hyun, Sunghyup Sean Journal of Travel & Tourism
Marketing (Oct2011) Vol. 28 the purposes of this study were to examine the
optimal service provider communication style for maximizing patrons'
perceived relational benefits, and to examine how perceived relational
benefits influence relationship quality and loyalty within the luxury restaurant
industry. A review of current communication literature was conducted, and
three types of communication styles were derived. Based on the theoretical
causal relationships between the proposed constructs in this study. The
results of data analysis revealed two major findings: (a) a task-orientation
communication style enhances patrons' perceived confidence benefits and
deepens relationship quality, thus creating patron loyalty; and (b) an
interaction-orientation communication style induces rapport between service
provider and patrons, thus helping to maximize patrons' perceived relational
benefits. Finally, it leads to patron loyalty.
Mohammad Haghighi, Ali Dorosti, Afshin Rahnama and Ali Hoseinpour (30
January, 2012) in Iran stated that food quality, service quality, restaurant
environment, and perception of price fairness had a positive impact on
customer satisfaction but the impact of restaurant location on customer
satisfaction was not confirmed. Also food quality, service quality, and
perception of price fairness had a positive effect on customer trust. The
results show that food quality is the most important factor affecting customer
satisfaction and trust in Boof Chain Restaurants. Customer satisfaction had a
positive impact on customer loyalty but the effect of customer trust on
customer loyalty was not confirmed.
Bowden-Everson, Jana Lay-Hwa Dagger, Tracey S. Elliott, Greg Journal of
Foodservice Business Research (Jan2013) Vol. 16 Issue stated that the
establishment and maintenance of enduring customer–provider relationships
remains a primary objective for many service providers. In addition to
providing satisfying experiences, customer loyalty is likely to be earned
through relational determinants such as trust, customer delight, commitment,
and involvement within the service relationship. Despite this, few studies have
explored how these constructs combine to engage customers and determine
customer loyalty over time. Through this research the authors examine the
effect of these constructs on loyalty using a structural equation modeling
approach and a sample of 474 service consumers in the restaurant industry.
They also examine the extent to which service experience moderates the
effect of these relational determinants on loyalty. The results indicate that
satisfaction, trust, and delight ultimately generate customer loyalty in the
restaurant industry. Interestingly the salience of the relational determinants in
the development of loyalty did not differ significantly based on the customer's
level of relationship experience. The findings of the authors in this research
have important strategic implications for restaurateurs managing the
customer–provider relationship, and for service managers who predominantly
rely on the measurement of satisfaction to monitor customer loyalty.
Research objective
To examine customer satisfaction in Sugar N Spice restaurant.
To examine how service quality of a restaurant affects customers’
decision to return to the restaurant in the future.
To identify attributes that lead customers to become loyal to specialty
restaurants and determine importance-performance ratings of loyalty
factors.
Research design
The research is a Descriptive type of research.
Sampling design
Population
Population of the study is customers of SNS.
Size of sample
The size of sample selected is 300 people.
Sampling method
The type of sampling is non-probability sampling. The research is based on
convenience sampling.
Sources of data
There are two types of data collection
1. Primary Data
2. Secondary Data
1. Primary data
Questionnaire and personal interviews were the main instruments,
which were used for collecting primary data.
2. Secondary data
The data will be tabulated in Ms-excel and SPSS for making analysis easier.
In this research SPSS software package version 16.0 will be used for
analyzing the data collected for the study.
36%
64%
INTERPRETATION:
36 %
40 29 %
30
12.7 % 15 %
20
7.3 %
10
0
Once a Twice a Once a Twice a First Timer
Week Week Month Month
INTERPRETATION:
According to survey there are many regular customers that dine in Sugar N
Spice restaurant, 29% of peoples dine twice a month, 7.3% of peoples dine
once a week, 15% of peoples dine once a month, 12.7% of peoples dine twice
a week. There are 36% of peoples that dine very first time in Sugar N Spice
Restaurant.
HOLDINGS 14 %
INTERNET 13.7 %
NEWSPAPERS 20.3 %
TV ADVERTISING 13.3 %
RADIO 5.7 %
0 5 10 15 20 25 30 35
INTERPRETATION:
INTERPRETATION:
INTERPRETATION:
Q: 6. On an Average, How much did you Spend for this Meal at Sugar N
Spice Restaurant per Person Today?
44.3 %
50
40
30 18.3 %
17 %
13 %
20 7.3 %
10
0
LESS THAN RS.300 TO RS.600 TO RS.900 TO MORE
RS.299 599 899 1199 THAN
RS.1200
INTERPRETATION:
Attributes HD D N S HS
Food Portion Size 62 44 69 114 11
Temperature of Food 49 15 49 154 30
Taste of Food 6 25 106 131 32
Variety in Menu 45 25 94 106 30
Welcoming Feeling by Staff 12 57 76 111 44
Cleanliness of Bathroom 23 38 89 124 26
Convenience of Parking 28 47 69 93 63
Timeliness of Services 2 32 77 141 48
Ability to Provide Accurate Food Order by
Customer 12 20 80 131 57
Employee Responsiveness to Questions 9 35 107 117 32
Readability of Menu Items 7 37 97 104 55
Accuracy in Customize Order Cook 15 34 99 99 53
Uncompromised Service During Rush 3 44 99 114 40
Availability and Accessibility of Staff 8 52 75 108 57
INTERPRETATION:
According to survey it is found that 114 peoples is satisfied with the food
portion size of Sugar N Spice Restaurant, 154 peoples is satisfied with the
temperature of food that serve by the Sugar N Spice Restaurant, 131 peoples
is satisfied with the test of food, 106 peoples is satisfied with the variety in
menu, 111 peoples is satisfied with the welcoming feeling by staff, 124
peoples is satisfied with the cleanliness of bathroom provided by the Sugar N
Spice Restaurant, 93 peoples is satisfied with the parking provided by the
Sugar N Spice Restaurant, 141 peoples is satisfied with timeliness of
service,131 peoples is satisfied with the ability to provide accurate food order
by the customers,117 peoples is satisfied with employee responsiveness to
their questions,104 peoples is satisfied with readability of menu items that
available at Sugar N Spice Restaurant, 99 peoples is satisfied with accuracy
in customer order cooked,114 peoples is satisfied with the service provided
during rush and 108 peoples is satisfied with the ability and accessibility of the
Restaurant staff.
Q: 8. Please tick mark on your level of agreement or disagreement for
the following service provided at Sugar N Spice.(1-strongly disagree, 2-
disagree, 3-neutral, 4-agree, 5-strongly agree)
Particulars SD D N A SA
Menu is Attractive and Reflects Image of Sugar N
Spice Restaurant 44 33 69 114 40
Restaurants Decor is in Keeping with Image 2 73 72 102 51
The Menu Price is Fair for the Quality of Items
and Service Provided 9 23 93 129 46
comfort level of seating is as expected in
restaurants 10 36 94 117 43
The Food Presentation is Appealing 10 40 82 132 36
The Nutritional Quality of Items is as Expected 18 59 67 122 34
The Adequacy of Staff and their Grooming
Reflects an Upscale Image 16 56 88 97 43
The Layout of the Dining Area is Proper 14 26 93 101 66
INTERPRETATION:
According to survey it is found that 114 peoples are agree that menu of Sugar
N Spice Restaurant is Attractive and Reflects Image of Sugar N Spice
Restaurant, 102 peoples are satisfied that Restaurants Decor is in Keeping
with Image of SNS, 129 peoples are satisfied that The Menu Price is Fair for
the Quality of Items and Service Provided, 117 peoples satisfied that comfort
level of seating is as expected in restaurants, 132 peoples are satisfied that
The Food Presentation is Appealing, 122 peoples are satisfied that The
Nutritional Quality of Items is as Expected, 97 peoples are satisfied that The
Adequacy of Staff and their Grooming Reflects an Upscale Image and 101
peoples are satisfied that The Layout of the Dining Area is Proper.
Q: 9 which factors affect you most when you visit the Sugar N Spice
Restaurant? (Please give rank according your comfortableness. 1- most
affected, 5- less affected)
100
80 68
60
60
40 30 30
20
0
PRICE FOOD QUALITY ATMOSPHERE OF TYPE OF FOOD SERVICE FACILITY
RESTAURANT
According to survey it is found that 112 peoples give rank 1 to the food quality
that affect the customers when they visiting SNS, 68 peoples give rank 1 to
price that affect them most, 60 peoples give rank 1 to the type of food affect
them most that available in the menu, 30 peoples give rank 1 to factors
atmosphere of Restaurant and service facility both that affect most to them.
Q: 10. Please rate your overall satisfaction with Sugar N Spice
Restaurant.
54.7 %
60
50
40
24.7 %
30
20 8% 6.7 % 6%
10
0
VERY SATISFIED NEUTRAL DISSATISFIED VERY
SATISFIED DISSATISFIED
INTERPRETATION:
According to survey it is found that 54.7% of peoples are overall satisfied with
the facility and services provided by the SNS, 24.7% of peoples are neutral
about their overall satisfaction, 8% of peoples are very satisfied with overall
satisfactions with SNS, 6.7 % of peoples are dissatisfied with overall
satisfaction of SNS and 6% of peoples are very dissatisfied with the facility
and services provided by SNS.
Q: 11. How likely are you to return to Sugar N Spice Restaurant in the
near future?
INTERPRETATION:
10
5
0
IN A WEEK IN 2-3 WEEKS IN A MONTH IN 2-3 I AM NOT
MONTH SURE
INTERPRETATION:
VERY UnlIKLY 6%
UNLIKELY 3.3 %
NEUTRAL 28.7 %
LIKELY 39.3 %
0 10 20 30 40
INTERPRETATION:
29.7 %
70.3 % YES
NO
INTERPRETATION:
According to survey it is found that 70.3% peoples says that Sugar N Spice
Restaurant deserves their loyalty and 29.7 % peoples says that SNS does’t
deserve their loyalty.
GENDER:
40.3 %
59.7 %
MALE
FEMALE
INTERPRETATION:
4.7 %
9.3 %
28.3 % UNDER 22
23 TO 33
34 TO 44
36.3 %
20.7 % 45 TO 54
55 TO 64
ABOVE 65
INTERPRETATION:
11.7 % 21.7 %
LESS THAN RS.1 LAKH
21.3 %
RS.1.1 LAKH TO RS.2 LAKH
23 % RS.2.1 LAKH TO RS.5 LAKH
22.3 % RS.5.1 LAKH TO RS.10 LAKH
RS.10.1 LAKH AND ABOVE
INTERPRETATION:
OCCUPATION:
13.7 % 24.7 %
STUDENT
BUSINESS
37 % 24.7 % SALARIED
HOUSE WIFE
OTHES
INTERPRETATION:
Kaiser-Meyer-Olkin Measure of
Sampling Adequacy. .910
INTERPRETATION:
6
Eigenvalue
1 2 3 4 5 6 7 8 9 10 11 12 13 14
Component Number
Components Factors
Services
1 Convenience of parking 0.831
2 Employee Responsiveness to Questions 0.807
3 Readability of Menu Items 0.755
4 Cleanliness of Bathroom 0.736
5 Accuracy in Customize Order Cook 0.729
6 Availability and Accessibility of Staff 0.703
7 Timeliness of Services 0.679
8 Welcoming Feeling by Staff 0.651
9 Uncompromised Service During Rush 0.64
Ability to Provide Accurate Food Order by
10 Customer 0.624
Food
1 Food Portion Size 0.883
2 Temperature of Food 0.867
3 Taste of Food 0.788
4 Variety in Menu 0.734
INTERPRETATION:
According to factor Analysis test it is found that there are two components that
describe the satisfaction level of customers of Sugar N Spice Restaurant.
Services which include the first 10 factors shown in table and other one is
food that indicates reaming 4 factors that are also shown in table.
CHI-SQUARE TEST:
Pearson
Chi-
Square Asymp.Sig
Statements value Df (2-Sided) Result
Menu is attractive and reflects image
of sugar n spice restaurant * How likely
are you to return to sugar n spice H0 is
restaurant in the near future? 118.67 20 0 Rejected
Restaurant's decor is in keeping with
image * How likely are you to return to
sugar n spice restaurant in the near H0 is
future? 113.53 20 0 Rejected
The menu price is fair for the quality of
items and service provided * How
likely are you to return to sugar n spice H0 is
restaurant in the near future? 269.11 25 0 Rejected
Comfort level of seating is as expected
in restaurants* How likely are you to
return to sugar n spice restaurant in H0 is
the near future? 111.77 20 0 Rejected
The food presentation is appealing *
How likely are you to return to sugar n H0 is
spice restaurant in the near future? 148.42 20 0 Rejected
The nutritional quality of items is as
expected * How likely are you to return
to sugar n spice restaurant in the near H0 is
future? 97.68 20 0 Rejected
The adequacy of staff and their
grooming reflects an upscale image *
How likely are you to return to sugar n H0 is
spice restaurant in the near future? 150.314 25 0 Rejected
The layout of the dining area is proper
* How likely are you to return to sugar H0 is
n spice restaurant in the near future? 133.64 25 0 Rejected
Rank
Mean Sum of
Statements Gender N Rank Ranks
Food portion size MALE 179 165.36 29599.50
FEMALE 121 128.52 15550.50
Total 300
Temperature of food MALE 179 161.66 28937.00
FEMALE 121 133.99 16213.00
Total 300
Taste of food MALE 179 161.92 28984.00
FEMALE 121 133.60 16166.00
Total 300
Variety in Menu MALE 179 160.44 28718.50
FEMALE 121 135.80 16431.50
Total 300
welcoming feeling by MALE
179 159.27 28509.50
staff
FEMALE 121 137.52 16640.50
Total 300
Cleanliness of MALE
179 150.77 26988.50
bathroom
FEMALE 121 150.10 18161.50
Total 300
Convenience of parking MALE 179 150.56 26950.50
FEMALE 121 150.41 18199.50
Total 300
Timeliness of service MALE 179 158.30 28335.50
FEMALE 121 138.96 16814.50
Total 300
Ability to provide MALE
accurate food order by 179 156.62 28034.50
customer
FEMALE 121 141.45 17115.50
Total 300
Employee MALE
responsiveness to 179 156.88 28081.50
questions
FEMALE 121 141.06 17068.50
Total 300
Readability of menu MALE
179 152.25 27252.50
items
FEMALE 121 147.91 17897.50
Total 300
Accuracy in customize MALE
179 152.85 27359.50
order cook
FEMALE 121 147.03 17790.50
Total 300
Uncompromised MALE
179 154.63 27679.00
service during rush
FEMALE 121 144.39 17471.00
Total 300
Availability and MALE
179 151.75 27163.50
accessibility of staff
FEMALE 121 148.65 17986.50
Total 300
Result H0 is H0 is H0 is H0 is H0 is fail to
Rejected. Rejected. Rejected. Rejected. Reject. There
There is There is There is There is no is
significant significant significant significant significant
difference difference difference difference difference
between between between between between
satisfactions satisfactions satisfactions satisfactions satisfactions of
of customer of customer of customer of customer customer
based on based on based on based on based on
gender. gender. gender. gender. gender.
From the above table, we can say that there are 8 statements such as 1, 2, 3,
4, 7, 8, 9, 12 are rejected. So there is difference in sum of the ranks between
independent groups male and female.
KRUSKAL WALLIS TEST:
Rank
From the above Table, we can say that all of the statements are rejected. So
there is a significant difference perceived services by customer based on their
occupation.
CHAPTER: 7
FINDINGS
From this study it is found that 35.67 % of customers are visiting Sugar
N Spice Restaurant very first time.
From this study it was found that customers’ satisfaction is main driver
of their loyalty towards Sugar N Spice Restaurant. The main Attributes
for the Satisfaction is food portion size in which 125 customers is
overall satisfied and 106 customers is overall dissatisfied with this.
184 customers is satisfied with the Temperature of food and 31 is
overall dissatisfied, 163 customers visit the SNS for the test of food,
136 customer says that variety in menu is satisfiable but it is very less,
155 customers is satisfied with the staff to give welcome feeling when
they enter in SNS, 150 customers is satisfied with the cleanliness of
bathroom.
156 customers is satisfied with the convenience of parking provided by
SNS,189 customers is overall satisfied with the timeliness of service,
,188 customers is satisfied with the ability to provide accurate food
order by them,149 customers is satisfied with answer given by the staff
to their questions during service,159 customers is satisfied with
readability of menu items.
152 customers is satisfied with accuracy in customize order cook, 154
customers is satisfied with getting good service during rush and 165
customers is satisfied with the availability and accessibility of staff.
From this study it was found that services give extra benefits to the
Sugar N Spice Restaurant to convert customers in to loyal customers.
Maximum number of customers is satisfied with Sugar N Spice
Restaurants menu, its decor, the menu price, comfort level of seating,
the food presentation appealing, and Nutritional quality that they get
from food, the adequacy of staff and layout of the dining area.
From this study it was found that 112 peoples says the food quality that
affect the customers when they visiting SNS, 68 peoples says that the
price is a factors that affect them most, 60 peoples says that the type of
food affect them most that available in the menu, 30 peoples says that
atmosphere of Restaurant and service facility both that affect most to
them.
195 customers say that they are overall likely to return to Sugar N
Spice Restaurant in the near future.
70.30 % of customers says that Sugar N Spice Restaurant deserve
their loyalty.
CHAPTER: 8
CONCLUSION
Restaurant industry mainly depends upon their loyal customers. The
services and the foods provided by the Restaurant are the main drivers
for the success. This suggests that management may wish to seek
attributes that are responsible for returning of the Customers.
bowden everson, jana lay hwa dagger,tracey s. elliott. "the establishment and
maintenance of enduring customer." journal of food service business research
16 (jan2013).
s, Dongsuk jang mattila and anna. "customer prefrance towards loyalty reward
programs in restaurant." international journal of contemporary hospitality
management 17 (2005).
wood, mona a.clark and roy c. "consumer behaviour with particular relevance
to consumer loyalty." international journal of contemporary hospitality
management 10 (1998).
Websites
http://www.ey.com/GL/en/Industries/Real-Estate/ey-global-hospitality-
insights-2015
http://www.ey.com/Publication/vwLUAssets/ey-global-hospitality-
insights-2015/$FILE/ey-global-hospitality-insights-2015.pdf
http://papers.ssrn.com/sol3/papers.cfm?abstract_id=1371714
http://www.edb.gov.hk/attachment/en/curriculum-
development/kla/pshe/nss-curriculum/tourism-and-hospitality-
studies/Introduction_to_Hospitality_Eng.pdf
http://www.4hoteliers.com/features/article/8736
https://www.dnb.co.in/Travel_Tourism/Indian_Hospitality_Industry.asp
ANNEXURE
Questionnaire
Respected sir/madam,
Q: 1. Are you visiting Sugar N Spice For the very first time?
YES NO
Radio TV advertising
Newspapers Internet
Friends & Families Holdings
Q: 4. which one of the following best describes the purpose of your current event at
sugar n spice restaurant?
Q: 6. on an average, how much did you spend for this meal at sugar n spice
restaurant per person today?
Q: 7 indicate your level of satisfaction at sugar n spice restaurant for the following
attributes. Please tick mark on your answer. (1-Highly Dissatisfied, 2- Dissatisfied, 3-
Neutral, 4-Satisfied, 5- Highly Satisfied)
Attributes HD D N S HS
Food portion size
Temperature of food
Taste of food
Variety in Menu
welcoming feeling by staff
Cleanliness of bathroom
Convenience of parking
Timeliness of service
Ability to provide accurate
food order by customer
Employee responsiveness to
questions
Readability of menu items
Accuracy in customize order
cook
Uncompromised service
during rush
Availability and accessibility
of staff
Q: 8. Please tick mark on your level of agreement or disagreement for the following
service provided at Sugar N Spice.(1-strongly disagree, 2-disagree, 3-neutral, 4-
agree, 5-strongly agree)
Particulars SD D N A SA
Menu is attractive and reflects image of
sugar n spice restaurant
Restaurant’s decor is in keeping with
image
The menu price is fair for the quality of
items and service provided
Comfort level of seating is as expected
in restaurants
The food presentation is appealing
The nutritional quality of items is as
expected
The adequacy of staff and their
grooming reflects an upscale image
Q: 9. Which factors affect you most when you visit the sugar n spice restaurant?
(Please give rank according your comfortableness. 1- most affected, 5- less affected)
Factors Rank
Price
Food Quality
Atmosphere of
Restaurant
Type of Food
Service Facility
Q: 10. Please rate your overall satisfaction with sugar n spice restaurant.
Q: 11. How likely are you to return to sugar n spice restaurant in the near future?
Q: 12. If you do, when are you most likely to come back to sugar n spice restaurant?
Q: 13. How likely are you to recommend sugar n spice restaurant to your friends and
relatives?
YES NO
PERSONAL DETAIL
1. Gender:
Male Female
4. Occupation:
Student Business
Salaried House wife
Others (please specify) ___________________
FACTOR ANALYSIS:
Communalities
Initial Extraction
Food portion size 1.000 .824
Temperature of food 1.000 .785
Taste of food 1.000 .650
Variety in Menu 1.000 .762
welcoming feeling by staff 1.000 .622
Cleanliness of bathroom 1.000 .579
Convenience of parking 1.000 .692
Timeliness of service 1.000 .589
Ability to provide accurate
food order by customer 1.000 .553
Employee responsiveness
to questions 1.000 .660
Component Matrix(a)
Component
1 2
Accuracy in customize
order cook .857
Variety in Menu .817
Availability and accessibility
of staff .808
welcoming feeling by staff .788
Timeliness of service .758
Readability of menu items
.752
Ability to provide accurate
food order by customer .742
Uncompromised service
during rush .726
Cleanliness of bathroom .704
Employee responsiveness
to questions .700
Component 1 2
1 .801 .599
2 -.599 .801
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization
CHI-SQURE TEST:
Chi-Square Tests
Asymp. Sig.
Value Df (2-sided)
Pearson Chi-Square 118.866(a) 20 .000
Likelihood Ratio 131.274 20 .000
Linear-by-Linear
42.508 1 .000
Association
N of Valid Cases 300
a 16 cells (53.3%) have expected count less than 5. The minimum expected count is .22.
Chi-Square Tests
a 17 cells (56.7%) have expected count less than 5. The minimum expected count is .01.
The menu price is fair for the quality of items and service
provided * How likely are you to return to sugar n spice
restaurant in the near future?
Chi-Square Tests
Asymp. Sig.
Value df (2-sided)
Pearson Chi-Square 269.114(a) 25 .000
Likelihood Ratio 220.661 25 .000
Linear-by-Linear
118.104 1 .000
Association
N of Valid Cases
300
a 23 cells (63.9%) have expected count less than 5. The minimum expected count is .01.
Chi-Square Tests
Asymp. Sig.
Value df (2-sided)
Pearson Chi-Square 111.772(a) 20 .000
Likelihood Ratio 104.789 20 .000
Linear-by-Linear
41.926 1 .000
Association
N of Valid Cases
300
a 16 cells (53.3%) have expected count less than 5. The minimum expected count is .07.
Chi-Square Tests
Asymp. Sig.
Value df (2-sided)
Pearson Chi-Square 148.417(a) 20 .000
Likelihood Ratio 134.763 20 .000
Linear-by-Linear
51.714 1 .000
Association
N of Valid Cases
300
a 17 cells (56.7%) have expected count less than 5. The minimum expected count is .07.
The nutritional quality of items is as expected * How likely are
you to return to sugar n spice restaurant in the near future?
Chi-Square Tests
Asymp. Sig.
Value df (2-sided)
Pearson Chi-Square 97.677(a) 20 .000
Likelihood Ratio 101.675 20 .000
Linear-by-Linear
37.991 1 .000
Association
N of Valid Cases
300
a 16 cells (53.3%) have expected count less than 5. The minimum expected count is .12.
Chi-Square Tests
Asymp. Sig.
Value df (2-sided)
Pearson Chi-Square 150.314(a) 25 .000
Likelihood Ratio 145.603 25 .000
Linear-by-Linear
58.985 1 .000
Association
N of Valid Cases
300
a 24 cells (66.7%) have expected count less than 5. The minimum expected count is .01.
The layout of the dining area is proper * How likely are you to
return to sugar n spice restaurant in the near future?
Chi-Square Tests
Asymp. Sig.
Value df (2-sided)
Pearson Chi-Square 133.638(a) 25 .000
Likelihood Ratio 114.959 25 .000
Linear-by-Linear
45.518 1 .000
Association
N of Valid Cases
300
a 21 cells (58.3%) have expected count less than 5. The minimum expected count is .01
MANN WHISTNEY U TEST:
Descriptive Statistics
Std. Maximu
N Mean Deviation Minimum m Percentiles
50th
(Median 50th 50th
25th ) 75th 25th (Median) 75th 25th (Median)
Food portion size 300 2.89 1.222 1 5 2.00 3.00 4.00
Temperature of food 300 3.49 .948 2 5 3.00 4.00 4.00
Taste of food 300 3.53 .867 1 5 3.00 4.00 4.00
Variety in Menu 300 3.17 1.188 1 5 3.00 3.00 4.00
welcoming feeling by
300 3.39 1.075 1 5 3.00 4.00 4.00
staff
Cleanliness of
300 3.30 1.068 0 5 3.00 3.50 4.00
bathroom
Convenience of
300 3.37 1.270 0 5 2.25 4.00 4.00
parking
Timeliness of service 300 3.67 .893 1 5 3.00 4.00 4.00
Ability to provide
accurate food order by 300 3.67 .989 1 5 3.00 4.00 4.00
customer
Employee
responsiveness to 300 3.43 .935 1 5 3.00 3.00 4.00
questions
Readability of menu
items 300 3.54 1.022 0 5 3.00 4.00 4.00
Accuracy in customize
order cook 300 3.47 1.064 1 5 3.00 4.00 4.00
Uncompromised
service during rush 300 3.48 .934 1 5 3.00 4.00 4.00
Availability and
accessibility of staff 300 3.51 1.068 1 5 3.00 4.00 4.00
Descriptive Statistics