PART A

Introduction of Mc Donald’s
Mc Donald’s Corporation is the world’s largest chain of FAST FOOD RESTAURANTS,
Serving nearly 58 million customers daily. It was started by two brothers Dick and Mac
Donald in San Bernardino, California in 1940. Mc Donald’s Restaurants are found in more
than 119 countries and territories around the world and serve nearly 47 Million customers
each day. Mc Donald’s operates over 31000 Restaurants worldwide, employing more than
1.5 Million people. The company also operates other Restaurants brands, such as Piles Café
and has a minority stake in pret a Manger.

Mc Donald is one of the world’s chains of hamburger fast food restaurants, serving nearly 47
Million customers daily.

Mc Donald’s In India:

Mc Donald’s has continually adapted to the customers tastes, value system, lifestyle,
language and perception. Globally Mc Donald was known for its Hamburgers, Beef and Pork
burgers. Most Indians are barred by religion not to consume beef of pork. To survive, the
company had to be responsive to the Indian sensitives so Mc Donald came up with chicken
lamb and fish burger to suit the Indian palate.

Indian has a huge population of Vegetarians. To cater to this customer segment, the company
came up with a completely new line of vegetarian items like Mc Veggie burger and Aloo
Tikki.

1
Introduction to customer satisfaction:

Customer satisfaction, a business term, is a measure of how products and services supplied by
a company meet or surpass customer expectation.

It is seen as a key performance indicator within business.

In a competitive market place where businesses complete for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key element of
business strategy.

However, the importance of customer satisfaction diminishes when a firm has increased
bargaining power.

2
 1.1 COMPANY PROFILE

Type Public

Traded as NYSE: MCD

DJIA Component
S&P 100 Component
S&P 500 Component

ISIN US5801351017

Industry Restaurants

Genre Fast food restaurant

Founded McDonald's: May 15,

1940
San Bernardino,
California
McDonald's
Corporation: April 15, 1955
Des Plaines, Illinois

Founders McDonald's: Richard and Maurice Mc Donald

McDonald's Ray Kroc

Corporation:

Headquarters Oak Brook, Illinois, U.S.

(moving to Chicago in 2018)

Number of locations About 36,900 (December 31, 2016)

Area served Worldwide

Key people Enrique Hernandez,

Jr (Chairman)
Steve Easterbrook
(President and CEO)

Products Hamburgers · chicken ·

french fries ·
soft drinks ·
Milkshakes · salads ·
Desserts · coffee ·
Breakfast · wraps

3
Revenue US$24.622 billion (2016)

Operating income US$7.745 billion (2016)

Net income US$4.686 billion (2016)

Total assets US$31.024 billion (2016)

Total equity US$2.2043 billion (2016)

Number of employees 375,000 (2016)

Website corporate.mcdonalds
.com/mcd.h

1.2 VISION

To be the best and leading fast food providers around the globe.

MISSION

To be the world’s best quick service restaurant experience. Being the best means providing
outstanding quality, service, cleanliness, and value, so that we make every customer in every
restaurants smile.

4
 1.3 PRODUCTS
Spicy delights:

 Mc spicy chicken
 Big spicy chicken wrap
 Mc spicy paneer
 Big spicy paneer wrap

Happy price menu:

 Mc Aloo
 Chicken Mcgrill
 Veg pizza Mc puff
 Coke float
 Iced tea
 Soft serve
 Mc egg
 Egg wrap with chipotle sauce
 Mc Aloo wrap with chipotle sau

5
 Extra value meals:

 Mc Chicken meal
 Mc veggie meal
 Filet-o-fish meal
 Chicken McNuggets meal

Breakfast menu:

 Egg and cheese McMuffin

 Sausage McMuffin
 Sausage McMuffin with egg
 Veg McMuffin
 Veg supreme McMuffin
 Hot cakes
 Hash brown
 Mc Egg burger

6
 Happy meal:

 Mc Chicken
 Mc Veggie
 Mc Aloo tikki
 Chicken Mc Grill

New:

 Chicken maharaja mac

 Veg maharaja mac
 Sharing packs 3
 Sharing packs 2
 Chilli paneer pockets

7
 Beverages:

 Filter coffee
 Cold coffee
 Tea
 Mc Shake strawberry
 Mc Shake chocolate

Desserts:

 Mc Swirl
 Mc Flurry
 Soft serve
 Brownie and hot fudge

8
 1.4 CURRENT STATUS OF COMPANY
 Mc Donald’s is the world’s #1st fast food company by sales.

 Serving burgers and fries, it operates more than 36250 restaurants.

 It serves in more than 121 countries on six continents.

 On a day to day basis, more than Rs. 318 Crores customers worldwide are served
.
 Employees more than 447000 people.

 The Boston market and Chipotle Mexican Grill fast casual chains are also owned by
Mc Donald’s.

 More than 80% of Mc Donald’s restaurants worldwide are owned and operated by
independent local men and women.

9
 Chapter-2

RESEARCH METHODOLOGY

Introduction:

Research methodology is the systematic, theoretical analysis of the methods applied to a field
of study. It comprises the theoretical analysis of the body of methods and principles
associated with a branch of knowledge. Typically, it encompasses concepts such as paradigm,
theoretical model, phases and quantitative or qualitative techniques. The systematic study of
methods that are, can be, or have been applied within a discipline or field of study.

Research methodology is very important part of the research. If research methodology is not
proper then research can be wrong. Methodology does not give any solutions but it gives way
to understanding, interpreting and analysis to research or research problems. Methodology
gives ideas about methods used in research. Research methodology is general outline of
research in which ways research are going and understanding.

2.1 Rationale of the topic:

This research is undertaken for purposes of strategic planning.
This research is in terms of performance in key of areas such as:
Quality, service, cleanliness, value etc. of Mc Donald’s.

From this research we can know the perception of customers of Mc Donald’s

By this we can get important decisions related to products and services.

2.2 Sources of data:

Primary data: Primary data means data which has been collected by the researcher directly
from the respondents for the specific research work.

Secondary data: Secondary data means data which is already in existence, collected and
someone has obtained for specific purposes but reutilize by the researcher.

10
The said research work is based on primary data. In primary data we have collected data
directly from people.

We have done our survey of customer satisfaction on McDonald’s by two ways i.e. online
and offline method.

In online method we have used Google form for purpose of survey .Online method was easy
and also consumed less time, as we just have to send the link to all persons for survey.

In offline method we have used printed questionnaire for the survey. Offline method was
more time consuming than online method, as we have contacted different persons and get the
questionnaire filled.

2.3 SAMPLING METHOD:

Here we used simple random sampling.

2.4 LIMITATIONS OF THE STUDY

 This analysis is based on primary data so this data is costly than other data.
 Primary data is collected form persons so there are chances of personal bias about
some matters which does not give clear idea about the results which affect our study.
 In our study we could not give too much time so this one more limitations of time.
 Collections of primary data are not always easy to collect, so many are not ready to
give information on some critical or personal matters.
 Data collection did on specific or selected area which create limit on the study
 This study is more focused on the customers only.

11
 2.5 Mc Donald’s SWOT Analysis
(Strengths, Weaknesses, Opportunities, Threats)
Strengths:
 McDonald's has successfully rolled out new items like coffees, smoothies, and Angus
burgers, expanding the range of menu choices.
 With a strong product offering, the company has grown income throughout the recession,
notching strong increases in same-store sales.
 Operations are spread around the world, meaning the company is not exposed to just once
currency or economy.
 Even trading near its highs, McDonald's serves up sizzling dividend yields that top the 10-
year Treasury. The yield comes with a side order of annual dividend hikes dating back to
1976. The annual dividend payment has gone from 55 cents per share in 2005 to $2.20 this
year.

Weaknesses:

 It will be harder and harder to find prime locations to build a set of golden arches. The U.S. is
saturated with its restaurants, so growth will have to occur internationally, posing potential
cultural challenges.
 While the annual dividend hikes are likely to continue, the dividend growth rate has been
slowing and will probably continue to slow or level off.

Opportunities:

 There are opportunities for new restaurants outside the United States, and McDonald's has
been taking advantage of them. China is a great opportunity for the company, as is much of
Asia.
 Menu innovations are limited only by imagination. Low interest rates provide cheap capital
for growth. In addition to dollar-denominated debt, McDonald's recently became the first
foreign company to issue yuan-denominated bonds in Hong Kong.

12
 Threats:

 Governments are considering regulations targeting fast food.

 McDonald's faces competition from strong peers such as recent 11 O’clock stock pick Yum!
Brands (NYSE: YUM) and Burger King (NYSE: BKC).
 New product rollouts often have to go head-to-head with established players
like Starbucks(Nasdaq: SBUX) coffee or Jamba (Nasdaq: JMBA) smoothies.
 Commodity price increases could increase costs while a weak economy limits the ability to
pass the price hikes through to consumers

13
 Chapter-3
Data Analysis
1. Gender:
Male 306
Female 131

Gender

29.40%

Male
Female

70.60%

(The above shown graph is a result of survey from 434 peoples who filled up the online and
offline questionnaire.)
Mc Donald’s survey on customer satisfaction questionnaire is filled up by both male and
female. In which we find that 70.60% are male and 29.40% are female. So the highest
categories that have visited Mc Donald’s and have filled up the questionnaire are male.

14
2. Marital Status:

Married 68
Unmarried 353

Marital Status

16.20%

Married
Unmarried

83.80%

The above pie chart shows the people who visit Mc Donald’s. There are both married and
unmarried people who visit Mc Donald’s. They are in different percentage. Majority of
people who visit Mc Donald’s are unmarried than that of married persons. To be specific
83.80% are unmarried people than that of married people i.e. 16.20%.

15
3. Age:

Below 18 55
18-30 317
30-40 32
40-50 16
50 Above 5

Age
1.20%
3.80%

7.50% 12.90%

Below 18
18-30
30-40
40-50
above

74.60%

There are different age group people who visit Mc Donald’s. There are 12.90% of people
below 18 years who visit Mc Donald’s. Majority of people who visit Mc Donald’s are of
18-30 years of age and the least number is of people above the age of 50 years.

16
4. Educational Qualification:

Primary 15
secondary 14
Higher secondary 59
Undergraduate 189
Graduate 73
Post Graduate 59
Others 12

Education
3.60%
3.30%

14.10%
Primary
14.10%
Secondary

17.40% Higher
Under Graduate
Graduate
Post Graduate
45.10%

There are different educational qualifications of different people who visit Mc Donald’s.
Majority of people who visit Mc Donald’s are undergraduates ie. 45.10% and the least
number are of people with only secondary education i. e. only 3.30%.

17
5. Occupation:

Student 263
Service 73
Self-employment 27
Housewife 15
Business 39
others 8

Occupation

3.50% 9.20%

Student
6.40%
Service
Self Employed

17.20% House Wife

61.90% Business
Other

People who visit Mc Donald’s possess different occupations. They are Students, doing
services, some are self-employed, there are housewife also that visit Mc Donald’s. Business
persons are also visiting Mc Donald’s as this are the best fast food outlet that they prefer to
go and many people are from other occupation that visit Mc Donald’s.

18
6. Income:
Below 10000 200
10000-20000 58
20000-30000 41
30000-40000 18
40000 above 40

Income

5%

11.50%
Below 10000
10000-20000
20000-30000
16.20%
30000-40000
56% 40000 above

As we know that all people are not having same incomes. Income effects the demand and the
price so with the income people decide what they have to consume. In Mc Donald’s everyone
visits. In this it is not important that only high income people visit Mc Donald’s. From
₹10000 to more than ₹40000 of income earning people, everyone visit Mc Donald’s.
Income differs person to person but the thing is Mc Donald’s treat everyone same.

19
7. Do you eat fast food or not?
yes 379
no 47

Do you eat fast food or not?

11%

Yes
No

89%

As the pie chart describes almost all the people eat fast food only few of them don’t. Majority
of people were with the affirmative answer for consuming fast food. 89%of people said yes
that they do consume fast food. Only 11% said no that they don’t have or consume fast food.

20
8. If no, what are the reasons?
Unhealthy 39
Unhygienic 26
Low quality 26
Price not affordable 27
Not availability 12
Others 55

If no,what are the reasons?

23.40% Unhealthy
32.90%
Unhygienic
Low quality

15.60% Price not affordable

7.20% Not Availability

Others
16.20% 15.60%

There are various reasons for which people don’t eat fast food and these are Unhealthy
(23.40%), Low Quality (15.60%), Price Not Affordable (16.20%), Unhygienic (15.60%), Not
Availability (7.20%). There are several reason for people to not to visit these fast food
outlets. If the people are health conscious than too they’ll not visit these fast food outlets. If
the people don’t find the quality of the product good or else the price is not affordable by
people than too they’ll not visit these fast food outlets. If the product is not available in the
locality of the people than too they won’t be visiting these fast food outlets.

21
9. How often do you visit Mc Donald’s?
Weekly 73
Monthly 228
Yearly 76
Never 47

How often do you visit Mc Donald's?

11.10%
17.20%

Weekly
17.90%
Monthly
Yearly
Never

53.80%

People don’t visit Mc Donald’s on daily basis. The survey shows most people visit Mc
Donald’s in a month gap that is53.80%. People who visited yearly showed 17.90% in survey,
weekly showed up in 3rd position with 17.20% and the people who never visited Mc Donald’s
were least in number with 11.10%.
So most people were comfortable visiting Mc Donald’s with monthly gap. As eating fast food
on daily or weekly basis is not healthy. Actually it’s up to people who visit these fast food
outlets/restaurants.

22
10. Do you prefer Mc Donald’s over the other fast food
outlets?
yes 301
no 112

Do you prefer Mc Donald's over the other

food outlets?

28.80%

Yes
No

71.20%

Most people were in love with Mc Donald’s as they prefer Mc Donald’s over other fast food
outlets with the number of 71.20%. Only 28.80% people liked other fast food outlets over Mc
Donald’s. As Mc Donald’s was chosen by most of the people with most number of people
saying yes to the Mc Donald’s over other fast food outlets/restaurants. 71.20% people said
yes and only 28.80% didn’t liked the restaurant/fast food outlet or they chose other fast food
outlets.

23
11. Do you like the product and items they serve?
yes 365
no 54

Do you like the product and item they serve?

12.90%

Yes
No

87.10%

Most of the people liked product and items which are being served by Mc Donald’s and they
were with the numbers of 87.10% only few people were the once who didn’t like the items
and products they served. And it was with the numbers of 12.90%. As most people were
happy with the product and the item that the Mc Donald’s providing to its customer or
offering to its fellow customers .As 87.10% people said yes i.e. an affirmative answer for the
variety of products and items they serve. Only 12.90% said that they were not satisfied with
the product and items they served.

24
12. Do you get your order accurate?
yes 342
no 71

Do you get your order accurate?

17.20%

Yes
No

82.80%

Most people were the once who chose yes over no for getting order accurate. 82.80% people
said yes for getting their order accurate and 17.20% said no over it. Most people were
satisfied with the order they got as they said they got their order accurate. As they get what
they order in a right quality and right quantity. Only few people were not satisfied with the
order they got.

25
13. Do you prefer with the price of the products?

yes 303
no 112

Do you prefer with the price of the product?

27%

Yes
No

73%

Price of the product was affordable by most of the people. As 73% of people said yes for the
price of the product. And only 27% of people said no for the price of the product. As most
people said that they are pretty comfortable with the price of the product as 73% of the
people said yes to the price of the product that they can afford the price of the product.27%
people were not with an affirmative answer. As they said they are not comfortable with the
price of the product so they were not with the affirmative answer.

26
14. Mode of Payment?

Cash 323
Cashless 114

Mode of Payment

27.90%

Cash
Cashless

79.20%

Most of the people prefer cash over cashless as the people here in India feel more
comfortable in paying with cash over cashless. 79.20% people use cash mode of payment and
only 27.90% uses cashless mode of payment. The people here use cash over cashless as here
in Indian market of chain food restaurants/outlets the mode of payment mostly used is cash
i.e. hard cash over the soft cash i.e. cashless mode of payment or other online mode of
payment. As the cash is available with all the people or mostly all the people of India who go
to fast food chain restaurant/ outlets. As given in above pie chart most of the people in India
choose cash mode of payment over the cashless mode of payment i.e. 79.20%people said that
they use cash mode of payment and only 27.90% said they use cashless mode of payment.

27
15. Do you prefer going to the outlets or ordering food at home?

yes 302
no 105

Do you prefer going to the outlet or ordering

food at home?

27.50%

Yes
No

73.11%

Most of the people prefer to go to the outlet over ordering food at home as it is more
convenient to have food at the outlet over ordering food at home. 73.11% people said that
they go to the food outlet. As going to outlet is liked most people as 73.11% people said yes
for going to the outlet. It is because they are the people who don’t like ordering food and are
outgoing people. They are the extrovert people who like exploring new places. 27.50%
people said that they order food at home. As they don’t like going to the outlet and prefer
more to ordering food at home as 27.50% said no for going to the outlet. As they might be
introvert people and might not like going to new places and exploring it.

28
16. Who do you go with?

Family 144
Friends 279
Colleagues 77
Others 37

Who do you go with?

9%

35%
18.70%
Family
Friends
Colleagues
other

67.70%

As shown above, maximum people like to prefer to go more with their friends i.e. 67.70%,
while 35% of the people prefer to go with their family. It is 18.70% of the people who like to
go and have snacks at Mc Donald’s with their co-workers or colleagues.While 9% of the
people have chosen the other category.
As shown we can analyse that most of people are visiting Mc Donald’s with their friends.

29
17. Give the rating of below given preference (1 for worst, 2 for
bad, 3 for normal, 4 for good, 5 for excellent).

1 2 3 4 5
Entrance 44 58 125 95 70
staff service 32 50 124 116 72
Store cleanliness 33 42 110 106 97
Parking 72 66 118 79 55
Quality 33 32 104 96 121
Quantity 43 63 116 92 77
Price 57 68 124 87 55
Security service 48 55 116 94 71

140

120

100

1
80
2
60 3
4
40
5

20

0
Entrance Staff service Store Parking Quality Quantity
cleanliness

For the different services provided by the fast food outlet Mc Donald’s different ratings were
given to it by different people i.e. from 1 to 5. 1for the worst, 2 for bad, 3 for normal, 4 for
good and 5 for the excellent.
For the entrance of Mc Donald’s 125 rating is given out of 300 people to 3rd point i.e. normal,
For the staff service of Mc Donald’s 124 rating is given out of 300 people to 3rd point i.e.
normal, For the store cleanliness of Mc Donald’s 110 rating is given out of 300 people to 3rd
point i.e. normal, For the parking of Mc Donald’s 118 rating is given out of 300 people to 3 rd
point i.e. normal, For the quality of Mc Donald’s 121 rating is given out of 300 people to 5th
point i.e. excellent, For the quantity of Mc Donald’s 116 rating is given out of 300 people to
3rd point i.e. normal, For the price of Mc Donald’s 124 rating is given out of 300 people to 3 rd

30
point i.e. normal, For the security service of Mc Donald’s 116 rating is given out of 300
people to 3rd point i.e. normal.

18. Give the ratings to the fast food outlets. (Comparison)

Mc Burger
Donald's KFC King Subway
Quality 281 41 42 26
Quantity 223 58 65 35
Variety 251 63 42 27
Customer Care 266 43 45 19
Delivery speed 262 54 33 18
Offer and schemes 235 60 54 19
Payment option 280 36 42 11
Feedback of customer 261 37 38 22

300

250

200
Mc Donald's
150 KFC
Burger king
100
Subway

50

0
Quality of Quantity of Variety of Customer Delivery Offers and
product product product care speed schemes

Most of the people liked Mc Donald’s as the overall fast food chain outlet as the overall
highest ratings were given to Mc Donald’s by the people who were surveyed. To the quantity
of the products that these fast food outlets provide, to the quality of the products that these
fast food outlets gives, for the variety of product that these fast food outlets serve, for
customer support that these fast food outlets provide, for the delivery speed of these

31
restaurants/fast food outlets and the offer and schemes that these fast food outlets/restaurants,
the most liked one is Mc Donald’s out of all the fast food that are KFC, Burger King,
Subway, Out of overall survey for the quality of the product Mc Donald’s was given 281out
of total 300 persons, for the quantity of the product Mc Donald’s was given 223 out of total
300 persons, for the variety of the product Mc Donald’s was given 251 out of total 300
persons, for the customer care of the product Mc Donald’s was given 266 out of total 300
persons, for the delivery speed of the product Mc Donald’s was give 262 out of total 300
persons, for the offers and schemes of the product Mc Donald’s was given 235 out of total
300 persons.

32
 Chapter-4

Findings and recommendations

This chapter presents the findings of the study along with contributions, managerial
implications, recommendations, future research prospects and conclusion of the study.

Findings of the study

The major findings of the study are presented in this chapter with respect to the objectives
and research hypothesis framed.

Demographic profile and fast food consumption behaviour of respondents towards

organised fast food outlets.

 The study includes 70.60% of male and 29.40 of female respondents.

 The age of respondents range from 18 to 30 years with the mean age of 18 to 50
years.
 83.80% of the respondents are unmarried and only 16.20% of respondents are
married.
 76.60% are degree holders of which 45.1% are having bachelor degrees and 17.4%
are graduates and 14.1% are post graduates and professionals.
 In terms of occupation, 6.4% of respondents are employed and 17.20% of respondents
are doing services and remaining 61.90% of respondents are students.
 35% of the respondents are residing with the family whereas 67.7% of them are
staying with their friends. Remaining 18.70% are staying with their colleagues and
remaining 9% either staying alone or residing with their relatives.

 17.2% of respondents prefer to visit fast food outlets once in a week whereas 53.8%
of them visit the outlets in a month. Approximately 17.9% of respondents prefer to
visit the outlets in a year.

33
 Chapter-5

Conclusion

Mc Donald’s is one of the largest fast food company in the world. They continue their
path for success by keeping their customers in mind regarding their product selection
as well as their prices. They encourage their employees to do a good job, usually
promotes from within, and offers several scholarships to encourage education.
Through Mc Donald’s is a centralized, “wait and see” company they find ways to use
technological products that will increase their productivity, service and sales
everywhere from using the Nintendo DS to train staff to using New POS Touch
Screen registers. Mc Donald’s will certainly be around for plenty more years to come.
A consumer is satisfied in a restaurant only when he receives the products within
these three aspects and they are quality, price and healthy product. From this project
we would like to conclude that most of the customers are satisfied with the products
offered and also with the quality of the products and also with prices of the products.

34
 CHAPTER-6

Bibliography

 https://www.scribd.com/doc/88080148
 https://www.UKessays.com/essays/marketing/customer-satisfaction-in-
mcdonalds-marketing-essay.php#.wpocp-cekt4.watsapp.
 https://www.scribd.com/doc/21167331/Mcdonalds-project-Report.

 https://www.britannica.com/topic/Mcconalds.

35
 QUESTIONNAIRE
Any information provided by you will be kept confidential.

SECTION 1 (PERSONAL DETAILS)

1. Name:
2. E-Mail Id:
3. Gender:
[ ] Male [ ] Female
4. Marital Status:
[ ] Married [ ] Unmarried
5. Age:
[ ] BELOW 18 [ ] 18-30
[ ] 30-40 [ ] 40-50
[ ] Above 50

6. Education Qualification:
[ ] Primary Education
[ ] Secondary Education
[ ] Higher Secondary Education
[ ] Under Graduate
[ ] Graduate
[ ] Post Graduate
[ ] Others (if any)

7. Occupation:
[ ] Student [ ] Service
[ ] Business [ ] Self Employed
[ ] Housewife [ ] Other

8. Income:
[ ] Below Rs.10000 [ ] Rs. 10000-Rs.20000
[ ] Rs. 20000-Rs.30000 [ ] Rs. 30000-Rs.40000
[ ] Rs. Above 40000

SECTION B (MC DONALD’S DETAILS)

9. Do you eat fast food or not?

[ ] Yes [ ] No

10. If NO what are the reasons?

[ ] Unhealthy.
[ ] Low quality.
[ ] Price not affordable.
[ ] Unhygienic
[ ] Not Availability
[ ] Other

36
11. How often do you visit Mc Donald’s?
[ ] Weekly [ ] Monthly
[ ] Yearly [ ] Never

12. Do you prefer Mc Donald’s over other fast food outlets?

[ ] Yes [ ] No

13. Do you like the product and items they serve?

[ ] Yes [ ] No

14. Do you get your order accurate?

[ ] Yes [ ] No

15. Do you prefer with the price of the products?

[ ] Yes [ ] No

16. Mode of payment?

[ ] Cash [ ] Cashless

17. Do you prefer going to the outlets of ordering food at home?

[ ] Yes [ ] No

18. Who do you go with?

[ ] Family [ ] Friend
[ ] Colleagues [ ] Other

19. What are the sources of offers and schemes?

[ ] TV [ ] Social sites
[ ] Newspapers [ ] Friends
[ ] Pamphlets [ ] Other

37
 20. Give the rating of below given preference (1 for worst, 2 for bad, 3 for normal, 4 for
good, 5 for excellent).

1 2 3 4 5
Entrance
Staff service
Store cleanliness
Parking
Quality
Quantity
Price
Security service

21. Give rating to the fast food outlets (Comparison).

Mc Donald’s KFC Burger King Subway

Quality of product
Quantity available
Variety of products
Customer care
Delivery speed
Offers and schemes
Payment option
Feedback of customers

38