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Founded in 1960, Domino's Pizza is the recognized world leader in pizza delivery.
Domino's is listed on the NYSE under the symbol "DPZ." Through its primarily
franchised system, Domino's operates a network of 8,449 franchised and Company-
owned stores in the United States and more than 55 countries. The Domino's Pizza(R)
brand, named a Megabrand by Advertising Age magazine, had global retail sales of
nearly $5.1 billion in 2006, comprised of $3.2 billion domestically and nearly $1.9
billion internationally. During the second quarter of 2007, the Domino's Pizza(R)
brand had global retail sales of over $1.2 billion, comprised of nearly $755 million
domestically and approximately $493 million internationally. Domino's Pizza was
named "Chain of the Year" by Pizza Today magazine, the leading publication of the
pizza industry and is the "Official Pizza of NASCAR(R)."
Mission :-
Vision :-
So their mission & vision statement clearly define the service which they intend to
deliver.
Strategy :-
Intangibility :-
This particular industry is extremely intangible in nature as the focus is on quality as
well as taste of the product.The additional aspect of home delivery adds to the
intangibility of the industry.Now consumer feel the taste & quality of the product &
often it is resembled only through their buying pattern.Nowadays home delivery is
becoming a key differentiator companies are offering quick delivery but the
competitive point is the one which offers best quality as quickly as possible.
Variability :-
In this industry the taste of the products are not much variable as the basic thing is
Pizza but yes creating new variants & adopting many differentiation in nature of the
product creates variation.Coming to the aspect of home delivery the delivery time
becomes the point of differentiation.Also the extent to which the poduct remains
fresh.
Perishability :-
In this case once the order is placed the customer requires it to be fulfilled to the best
extent i.e upto it’s taste requirement.Many a times it may happen that the required
quality is not delivered or it is not delivered in prescribed time period.So this leads to
perishability of services.
DOMINOS QUESTIONNAIRE
Q1) I Feel difficulties while placing order directly.
(a) Strongly Agree (b) Agree (c) Neither Agree nor Disagree (d) Disagree (e)
Strongly disagree.
0%
2%
4%
Strongly agree
agree
stronglydisagree
Thus we see that majority customers are happy while placing orders.This enhances
the first image of the company.
2%
4%
8% Extremely satisfied
satisfied
Thus majority of customers are satisfied by the promise delivery of dominos & they
feel that the service which they intend to offer is offered upto the expectation.
Q3) Rate Dominos for its “30 minutes nahi to free” campaign.
(a) Extremely Satisfied (b) Satisfied (c) Neither Satisfied nor Dissatisfied (d)
Dissatisfied (e) Extremely Dissatisfied.
30 mins campaign
Extremely
dissatisfied
4%
dissatisfied
4%
neither Extremely satisfied
satisfied nor
dissatisfied satisfied
0%
Extremely neither satisfied nor
satisfied satisfied dissatisfied
40% 52% dissatisfied
Extremely
dissatisfied
Thus we see that dominos keeps it’s promise of delivering within time.
Q4) I am satisfied by the services provide by the Dominos.
(a) Yes (b) No (c) Can’t say
satisfied by Dominos
can't say
12%
no
4%
yes
no
can't say
yes
84%
can't say
10%
no
8%
yes
no
can't say
yes
82%
Q6) Dominos delivers pizzas within reasonable time period.
(a) Extremely Satisfied (b) Satisfied (c) Neither Satisfied nor Dissatisfied (d)
Dissatisfied (e) Extremely Dissatisfied.
quality of Pizza
Extremely
dissatisfied
2%
dissatisfied
4%
neither Extremely satisfied
satisfied nor
dissatisfied satisfied
10%
neither satisfied nor
satisfied dissatisfied
22% Extremely
satisfied dissatisfied
62%
Extremely
dissatisfied
courteousness of staff
neither
satisfiedExtremely
nor
dissatisfied
dissatisfied
dissatisfied Extremely satisfied
2% 4%
satisfied
2%
10% satisfied
Extremely Extremely
satisfied dissatisfied
82%
Thus the staff of Dominos is highly polite & provides a suitable ambience.
can't say
8%
no
8%
yes
no
can't say
yes
84%
Thus majority of customer are satisfied with dominos & would not mind in making it
as their first choice.
Q10) Rate Dominos for its order placement system over the phone.
(a) Extremely Satisfied (b) Satisfied (c) Neither Satisfied nor Dissatisfied (d)
Dissatisfied (e) Extremely Dissatisfied.
neither
satisfiedExtremely
nor
dissatisfied
dissatisfied Extremely satisfied
dissatisfied
4% 2% 4%
satisfied
10% satisfied
Extremely
Extremely
satisfied dissatisfied
80%
Most of the customers are satisfied by ordering over phone & get their desired pizza
well in time & in proper condition.
Reccomendation
can't say
14%
no
8%
yes
no
can't say
yes
78%
Logo
Sample parking space.
Good infrastructure.
Use of modern technology equipments.Clean and friendly services.