​ Symbiosis Institute of Business Management, Hyderabad

Name of the Faculty Dr. Ramkrishna Dikkatwar

Course Service Marketing

Semester – I Batch of 2020-22

Assignment Date 22nd January, 2021

Submission Date 2nd February, 2021

Name PRN No. Contact No. Role

Alugaddala Priyanka 20021141012 7306044444 Time keeper

Jonnalagadda S Viswanadh 20021141041 9003750785 Speaker

Khushbu Tulsian 20021141048 9559058559

Prashant Singh Yadav 20021141076 9891410620

Sravan Yandra 20021141116 8977123257

❖ Every individual is a part of Mystery Shopping activity.

❖ We have planned to meet twice a week.
 Services Marketing - Stage 1 ( Plan for the project)

The service industry that we have chosen for our project is fast food and the brand is Dominos
and Pizza Hut.

We chose this service because-

● The industry has seen growth over so many years.

● The industry covers a diverse set of activities like production, processing, packaging,
transportation, distribution and consumption.
● We want to have a better understanding about its presence across different channels i.e.,
brick and mortar system as well as the online presence.
● The idea behind choosing Dominos and Pizza hut is solely because of its presence in the
five residential areas of all the members and the ease to avail its services.
● Dominos and Pizza Hut as a brand provides dine-in as well as delivery services which
will thus help us in understanding offline as well as online customers of the brand.
● If time permits, we would also like to do a comparative analysis of Dominos and Pizza
Hut.

As a part of our study, we are looking forward to comparing and contrast the services provided
by Domino’s and Pizza Hut.

To ensure that there is an objectivity to the tasks being performed all the five team members
would be following a Mystery Shopping audit sheet and every one will be sticking to it.

Task 1

In this task we will be going to the store to avail the takeaway service. The objectives of this task
include

· Understanding the interpersonal skills of the service person

· To rate their responsiveness towards Hindi, English and native languages

· To check the convivence they are providing with respect to the payments

· The kind of physical setup they are having (the ambience, walk through space , availability
of water , cleanliness of washrooms , availability of parking )

· The delivery time per order

· Their response in case extra tissues or oregano is asked

Task 2

In this task we will be visiting the store to avail the Dine-in service. The objectives of this task
include

· Kind of kitchen setup (is it an open kitchen or not)

· Availability of table

· In-case the there is no availability of table how quickly the table is being allocated ( we as a
mystery shoppers would attend the outlet during its peak hours )

· The kind of music playlists being played and the kind of mood it is creating

· How quick is the delivery?

· The responsiveness of on floor staff

· The total satisfaction of the service

Task 3

In this task we intend to avail the online delivery service. The objectives of the task include

· The user interface attractiveness and ease of online ordering.

· The time taken for the delivery

· Their response in case extra tissues or oregano is asked

· The responsiveness of the delivery personnel allotted

We intend to make the observations of every task and understand in terms of service
quality elements.