Srishti Gupta - PROJECT - 2023

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Submission Information
Author Name MBA2210271 SRISHTI GUPTA

Title Customer Satisfaction of Mc Donald Vis-a-Vis Bu..
Paper/Submission ID 814480
Submission Date 2023-07-14 14:25:28
Total Pages 102
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A Field Survey Report
ON
Customer Satisfaction of Mc Donald Vis-a-Vis Burger King
MASTER OF BUSINESS ADMINISTRATION (MBA)
Submitted by
Srishti Gupta
MBA II Semester
Roll No: 2201060700268
Submitted to
Mr. Suraj Prakash Singh
(Assistant Professor)
School of Management Sciences,

Varanasi
(An Autonomous College)
Affiliated to
(Dr. A.P.J. Abdul Kalam Technical University, Lucknow)
1
ACKNOWLEDGEMENT
Working on this report has been an inspiring, thrilling, sometimes demanding, but always
interesting experience.
Keeping this in mind, I'd want to use this opportunity to express my heartfelt gratitude and
special appreciation.
Thanks, you too School of Management Sciences, Varanasi. I would like to convey my heartfelt
gratitude to Director, Prof. P.N. Jha, Coordinator: Dr. Amitabh Pandey of MBA for giving me
this invaluable opportunity to conduct research.
Last but not least, I apologised for any omissions or faults, as I did my best to prepare it. This
is a huge step forward in my career progress. I will aim to put my newly gained abilities and
9
knowledge to good use, and I will continue to work on enhancing them.
Srishti Gupta
MBA II Semester
Roll no.: (2201060700268)
2
PREFACE
Customer satisfaction is a crucial aspect of any business, and it plays a significant role in shaping the
reputation and success of a company. In this case, let's compare the customer satisfaction of McDonald's
and Burger King, two popular fast-food chains.
McDonald's and Burger King are well-known names in the fast-food industry, and both strive to provide
enjoyable dining experiences to their customers. Customer satisfaction can be evaluated based on
various factors, such as the quality of food, service, pricing, cleanliness, and overall experience.
McDonald's has built a strong reputation for its iconic menu items like the Big Mac and its commitment
to consistency across its global outlets. They often emphasize efficiency, convenience, and affordability,
targeting a wide customer base. McDonald's also invests in initiatives such as technology integration
and menu diversification to cater to changing consumer preferences.
On the other hand, Burger King is known for its flame-grilled burgers and has a distinct flavor profile
that appeals to certain customers. They often position themselves as a more indulgent and customizable
78
option, focusing on their signature Whopper burger. Burger King has also been proactive in adapting to
trends and introducing new menu items to attract customers.
DECLARATION
I, Shristy Gupta, thus certify that I conducted the field survey for my research, “Customer
Satisfaction of Mc Donald Vis-à-vis Burger King” independently. To the best of my
34
knowledge, the information in the report is accurate, and the analysis complies with the standards
and requirements of the report.
I am overjoyed to have completed this report under the capable and motivating supervision of
Mr. Suraj Prakash Singh, Assistant Professor. His advice and timely encouragement have
given me the confidence to complete the assignment effectively.
This report is my own work, and I have not presented it anyplace else for any reason.
Srishti Gupta
MBA II Semester
Roll no.: (2201060700268)
4
CERTIFICATE
5
TABLE OF CONTENT
S. No. Particulars Page No.
1. Introduction 7-15
2. Literature Review 16-20
3. Research Objectives 21-22
4. Research Methodology 23-25
5. Data Analysis 26-87
6. Findings 88-90
7. Conclusion 91-92
8. Suggestions 93-95
9. Limitations 96
10. Bibliography 97-98
11. Annexure 99-103
6
INRODUCTION
7
INTRODUCTION
When it comes to customer satisfaction, it can vary based on individual preferences and experiences.
Some customers may prefer the taste and menu options at McDonald's, while others may have a
preference for Burger King's offerings. Factors like service speed, cleanliness, and value for money
also play a role in shaping customers' satisfaction levels.
To accurately compare customer satisfaction between the two brands, it would be important to
conduct comprehensive surveys or analyze available data on customer feedback, ratings, and reviews.
59
This would provide insights into specific areas where McDonald's and Burger King excel or need
improvement, allowing each company to enhance their offerings and address customer needs
effectively.
Ultimately, customer satisfaction is subjective, and individual experiences may vary. Both
McDonald's and Burger King continuously work towards enhancing their customer satisfaction levels
to remain competitive and deliver positive dining experiences to their customers.
8
9
McDonald's: McDonald's is recognized for its strong global brand presence, with the golden
arches being instantly recognizable. They often emphasize consistency, efficiency, and
55
affordability, targeting a broad customer base that includes families and individuals looking for
convenience and value.
Burger King: Burger King positions itself as a more indulgent and individualistic choice,
25
focusing on flame-grilled burgers and the ability to customize meals. They often target younger
audiences and customers seeking a more distinctive taste experience.
Customer Experience:
McDonald's: McDonald's places importance on providing a consistent customer experience

across its many locations. They prioritize speed of service, streamlined processes, and a family-
friendly atmosphere in their restaurants.
Burger King: Burger King aims to provide a unique and customizable experience for its
customers, often highlighting their flame-grilled burgers and the ability to "have it your way."
They strive to create an environment that reflects individuality and choice.
Customer satisfaction is a crucial factor that determines the success and reputation of any
business, particularly in the competitive fast-food industry. In this comparison, we will explore
the customer satisfaction levels of two prominent fast-food chains, McDonald's and Burger King.
McDonald's and Burger King are global giants in the fast-food industry, known for their
extensive menus and recognizable brand identities. Both companies strive to provide quality
food, efficient service, and a pleasant dining experience to their customers. However, it is
important to understand that customer satisfaction can vary based on individual preferences and
experiences.
In assessing customer satisfaction, various factors come into play. These include the taste and
quality of the food, the speed and efficiency of service, the cleanliness and ambiance of the
restaurants, the value for money, and overall customer experience. Understanding how customers
56
perceive these factors can offer valuable insights into their satisfaction levels and preferences.
9
McDonald's has a long-established presence and a strong reputation for its classic menu items
like the Big Mac, Happy Meals, and the iconic golden fries. They have focused on consistency,
convenience, and affordability, aiming to cater to a wide range of customers across different age
groups and demographics. Additionally, McDonald's has made efforts to adapt to changing
consumer preferences by offering healthier options and incorporating technology advancements
into their operations.
7
Burger King, on the other hand, is recognized for its flame-grilled burgers, such as the famous
Whopper. They often position themselves as a more indulgent and customizable option,
appealing to customers who desire a distinct taste and a wide range of toppings. Burger King
continuously introduces new menu items and promotional offers to keep up with evolving
consumer demands.
To comprehensively evaluate customer satisfaction, it is essential to consider various sources of

feedback, including customer surveys, online reviews, and industry research. These sources can
provide valuable insights into customers' perceptions, preferences, and levels of satisfaction with
McDonald's and Burger King.
By comparing customer satisfaction between McDonald's and Burger King, we can gain a better
understanding of how these fast-food chains perform in meeting customer expectations. Through
this analysis, both companies can identify areas for improvement, capitalize on their strengths,
and continually enhance the customer experience to maintain their competitive edge in the fast-
food industry.
10
Comparing Between McDonald's and Burger King
Two well-known fast-food chains that have a significant presence in the industry. While they
45
share similarities as popular fast-food options, there are also distinct differences between the
two when it comes to various aspects such as menu offerings, branding, customer experience,
and market positioning.
Menu Offerings:
McDonald's: Known for its iconic items like the Big Mac, Quarter Pounder, and Chicken
McNuggets, McDonald's offers a diverse range of fast-food options. They also introduce
limited-time items and cater to different dietary preferences with items like salads and
vegetarian options.
Burger King: Burger King focuses on flame-grilled burgers as their signature offering, with
the Whopper being their flagship product. They also have a variety of chicken sandwiches,
sides like onion rings, and a range of customizable options for their burgers.
Branding and Market Positioning:
McDonald's: McDonald's is recognized for its strong global brand presence, with the golden
arches being instantly recognizable. They often emphasize consistency, efficiency, and
54
affordability, targeting a broad customer base that includes families and individuals looking
for convenience and value.
Burger King: Burger King positions itself as a more indulgent and individualistic choice,
24
focusing on flame-grilled burgers and the ability to customize meals. They often target
younger audiences and customers seeking a more distinctive taste experience.
Customer Experience:
McDonald's: McDonald's places importance on providing a consistent customer experience

across its many locations. They prioritize speed of service, streamlined processes, and a
family-friendly atmosphere in their restaurants.
Burger King: Burger King aims to provide a unique and customizable experience for its
customers, often highlighting their flame-grilled burgers and the ability to "have it your way."
7
They strive to create an environment that reflects individuality and choice.
13
International Presence:
McDonald's: With a presence in over 100 countries, McDonald's has a significant global reach.
They have adapted their menus to cater to local tastes in various regions, offering localized
items and promoting regional flavors.
Burger King: Burger King operates in multiple countries worldwide but has a relatively
smaller international footprint compared to McDonald's. They also adapt their menus to
accommodate local preferences and introduce location-specific limited-time offerings.
It's important to note that customer preferences can vary, and perceptions of these brands can
be influenced by personal tastes, cultural factors, and regional differences. Customer
satisfaction can be subjective and dependent on individual experiences.
In conclusion, both McDonald's and Burger King have distinct approaches to menu offerings,
branding, and customer experience. While McDonald's focuses on consistency, efficiency, and
affordability with a diverse menu, Burger King emphasizes flame-grilled burgers,
48
customization, and a more individualistic experience. Understanding these differences can
help customers make informed choices based on their preferences and expectations.
47
brought with it the concept of a "commercial centre." Trade is the capacity of four P's in a
commercial centre: item, value, spot, and advancements. All four components are required
10
for an exchange to take place. Different combinations of the four Ps determine different
sorts of trade. When the commercial centre first appeared, a couple of pioneers realised that
people would be willing to pay more if they could deliver products to the customer's door.
A little alteration on Cost and Spot necessitated the accommodation of receiving products
at their location.
When the Postal Framework was introduced, merchants decided to take advantage of the
new opportunity and began utilising mailers depicting their wares. From here, the evolution
of "Online shopping" systems was inextricably linked to the advancement of media
vehicles.
13
1
2
The web provides a virtual platform for merchants and buyers to meet and discuss available
for purchase products and ventures. They can be thousands of miles apart, have a presence in
different parts of the world, and interact in different languages. "Web-based business"
emerged as a limitless trade medium during the period of globalisation.
Since, Web can arrive at the client's home; the Appropriation Channel has begun to expect new
significance to the B2C and C2C e-Advertiser. The Physical conveyance got changed over to
electronic conveyance; physical items were presently electronic items, showed on a site. With
alternatives of paying on the web through charge and Visas, even the Exchange was electronic.
Electronic business and relates to exchanging merchandise and enterprises through the
electronic medium, for example the Web or telephone. On the Web, it relates to a site, which
sells items or administrations legitimately from the webpage utilizing a shopping basket or
shopping container framework and permits MasterCard instalments. In 2005, the 100 million
imprints would have appeared to be unthinkable. With few 25 million web clients in India
13
46
Customer Experience of Burger King
Burger King places a strong emphasis on providing a unique and customizable customer
57
experience. Here are some key aspects of the customer experience at Burger King:
60
Flame-Grilled Burgers: Burger King is known for its flame-grilled burgers, which sets them apart
from other fast-food chains that typically use different cooking methods. This grilling technique
gives their burgers a distinct flavor and appeals to customers who appreciate the char-grilled taste.
Customization: Burger King offers a high level of customization for their menu items. Customers
have the option to personalize their burgers by adding or removing ingredients according to their
preferences. This level of customization allows individuals to create meals that suit their specific
tastes.
7
"Have It Your Way": Burger King's famous slogan, "Have It Your Way," reflects their
commitment to providing customers with the freedom to customize their meals. This approach
aims to create a sense of individuality and cater to varying preferences.
Limited-Time Offerings: Burger King regularly introduces limited-time offerings and promotional
deals, allowing customers to try new and unique menu items. This approach adds excitement and
variety to the customer experience, encouraging repeat visits and exploration of different flavors.
Restaurant Ambiance: Burger King establishments often feature a distinctive and welcoming
atmosphere. The interior design may vary, but they typically strive to create a comfortable and
relaxed environment for customers to enjoy their meals.
Digital Initiatives: Burger King has embraced technology to enhance the customer experience.
They have developed mobile apps and digital ordering systems that offer convenience and
flexibility, allowing customers to place orders, customize meals, and redeem exclusive deals.
Family-Friendly Environment: Burger King aims to create a family-friendly environment,

providing options for both children and adults. They often have designated play areas for kids,
ensuring an enjoyable experience for families dining at their restaurants.
It's important to note that customer experiences can vary across different Burger King locations
and individual visits. Factors such as staff friendliness, cleanliness, and speed of service can
influence the overall customer experience.
Burger King's focus on flame-grilled burgers, customization, limited-time offerings, restaurant

ambiance, digital initiatives, and family-friendly atmosphere collectively contribute to the unique
customer experience they aim to provide.
14
Year Internet Users
(millions)
2006 32.2
2007 46.0
2008 51.8
2009 61.3
2010 100.0
Some Internet entrances give practically all classes of merchandise and ventures in a solitary
website subsequently; they are focusing on purchasers of each conceivable item and
administration.
These Indian E-business entryways give products and ventures in an assortment of

classifications.
• Apparel and Accessories for people
• Health and magnificence items
• Books and magazines
15
Literature Review
16
REVIEW OF LITERATURE
1
McDonald’s, the long-time leader in the fast-food wars, faced a crossroads in the early 1990s.
Domestically, sales and revenues were flattening as competitors encroached on its domain. In
addition to its traditional rivals—Burger King, Wendy’s, and Taco Bell—the firm
67 1
encountered new challenges. Sonic and Rally’s competed using a back-to basics approach of
quickly serving up burgers, just burgers, for time-pressed consumers. On the higher end,
Olive Garden and Chili’s had become potent competitors in the quick service field, taking
dollars away from McDonald’s, which was firmly entrenched in the fast-food arena and
hadn’t done anything with its dinner menus to accommodate families looking for a more
upscale dining experience. While these competitive wars were being fought, McDonald’s was
gathering flak from environmentalists who decried all the litter and solid waste its restaurants
generated each day. To counter some of the criticism, McDonald’s partnered with the
Environmental Defense Fund (EDF) to explore new ways to make its operations more friendly
to the environment.
Facts
McDonald’s roots go back to the early 1940s when two brothers opened a burger restaurant
that relied on standardized preparation to maintain quality—the Speedee Service System. So
impressed was Ray Kroc with the brothers’ approach that he became their national franchise
agent, relying on the company’s proven operating system to maintain quality and consistency.
Over the next few decades, McDonald’s used controlled experimentation to maintain the
McDonald’s experience, all the while expanding the menu to appeal to a broader range of
consumers. For example, in June 1976, McDonald’s introduced a breakfast menu as a way to
more fully utilize the physical plant. In 1980, the company rolled out Chicken McNuggets.
Despite these innovations, McDonald’s tremendous growth could only continue for so long.
Its average annual return on equity was 25.2% between 1965 and 1991. But the company
found its sales per unit slowing between 1990 and 1991. In addition, McDonald’s share of the
quick service market fell from 18.7% in 1985 to 16.6% in 1991. Plus growth in the quick
service market was projected to only keep pace with inflation in the 1990s. McDonald’s faced
heightening competition on several fronts. First, its traditional rivals—Burger King, Wendy’s,
and Taco Bell—were eating into its margins through promotions and value pricing strategies.
Taking a leaf from McDonald’s own playbook, Sonic and Rally’s were using a very limited
menu approach to attract time strapped consumers. Finally, Chili’s and Olive Garden were
appealing to diners looking for something a little more enticing that the familiar Golden
Arches for their families.
20
RESEARCH OBJECTIVE
21
Objective
 Study and analyze Customer Satisfaction of McDonald’s & Burger King in Varanasi.
 Studying the Customer Behaviour of the company.
 To assess the impact of identified factors on Customer satisfaction.
22
Research Methodology
23
Research Methodology
Type of Research Descriptive research
Area of Study Varanasi
Sample size 100
70
Sampling technique Non Probability convenience
sampling
Data collection method Sample survey
Data collection tool Questionnaire
Data type Primary data
Data analysis tools MS Excel, T-test, Anova
Data representation tools Bar diagram, pie chart , line diagram

etc.
Duration of Study Feb 2023 – May 2023
Research Design
The research was based on retailer’s perception towards Customer Satisfaction of Mc Donald With
Respect To Burger King. The design was exploratory study which used closed observation in
retailers’ perception.
63
The questionnaires were used in the investigation. These methodologies were chosen because
74 21
they provided adequate data collection tools for the sample population to research the topic
under inquiry.
24
Sources of Data
Primary Sources
There are numerous techniques to gathering primary data accessible. To obtain trustworthy and
legitimate information, the researcher goes to the market and collects data from various student
users. The questionnaire method was employed to acquire primary data.
Questionnaires
The purpose of using questionnaire was to identify and assess the perception of the retailer’s.
Secondary Sources
76
Secondary data was also used to acquire information for the study. Secondary data sources
include books, online searches, papers, and journals, among others. This aided in determining
how others defined and quantified key terms, the data sources used by others, and how this
research effort is related to other studies.
22
Data Analysis
The data was statistically analysed using a pie chart and tables. To enable easy and quick
understanding of data, representations such as tables and charts were used. The responses were
given in percentages. The completed questionnaire data was reviewed for consistency. The
items were categorised based on the responses of the respondents.
SOURCES FOR DATA COLLECTION:

Primary Data Collection Sources:
It was gathered by creating a proper questionnaire. A questionnaire is a method of gathering

data that is methodical and structured in order to conduct an experiment. The questionnaire's
structure is very inductive and essential. It has been kept inside an appropriate framework in
order to make it evident to retailers.
Primary data can be gathered are-
• Surveys
73
The survey approach' was chosen from among them to obtain primary data. 100 users were
58
visited and the necessary data for this research was acquired.
25
DATA ANALYSIS
&
INTERPRETATION
26
Age
Option Frequency Percentage

17-25 10 10
26-34 25 25
35-43 15 15
44-55 50 50
Total 100 100
Interpretation
These numbers represent the distribution of individuals across different age groups. For example,
out of the total sample size of 100 individuals, 10% fall within the age range of 17-25, 25% fall
within the age range of 26-34, 15% fall within the age range of 35-43, and 50% fall within the age
range of 44-55.
27
Gender

Male 10 10
Female 25 25
Prefer not to say 15 15
Other: 50 50
Total 100 100
Interpretation
These numbers represent the distribution of individuals across different gender
options. For example, out of the total sample size of 100 individuals, 10% identify
as male, 25% identify as female, 15% prefer not to say their gender, and 50%
identify as other. It's important to note that "Other" might represent individuals who
identify outside the binary genders or choose to self-identify in a way that is not
captured by the categories provided.
28
How frequently do you go to restaurants?
On holidays 10 10
On weekends 25 25
On special occasions 15 15
Everyday 50 50
Total 100 100
Interpretation
These numbers represent the distribution of activities based on the options given. For example, out
of the total sample size of 100 individuals, 10% engage in the activity "On holidays," 25% engage
in the activity "On weekends," 15% engage in the activity "On special occasions," and 50%
engage in the activity "Everyday."
29
Which of the following do you prefer?
Mc Donald 45 45
Burger King 10 10
Other: 45 45
Total 100 100
Interpretation
These numbers represent the distribution of preferences for fast-food restaurants among the given
options. For example, out of the total sample size of 100 individuals, 45% prefer McDonald's,
10% prefer Burger King, and 45% prefer other fast-food restaurants not specified in the table.
30
Are you satisfied with the services provided by them?
Mc Spicy Chicken 15 15
Dessert 20 20
French Fries 15 15
Aloo Tikki Burger 50 50
Total 100 100
Interpretation
These numbers represent the distribution of preferences for different food items among the given
options. For example, out of the total sample size of 100 individuals, 15% prefer Mc Spicy
Chicken, 20% prefer Dessert, 15% prefer French Fries, and 50% prefer Aloo Tikki Burger.
31
What do you like most about Mc Donald's ?
Services Provided 15 15
Product variety 20 20
Hygiene 15 15
Quick Service 50 50
Total 100 100
Interpretation 51
These numbers represent the distribution of preferences for factors influencing customer
satisfaction among the given options. For example, out of the total sample size of 100 individuals,
15% consider Services Provided important, 20% consider Product variety important, 15% consider
Hygiene important, and 50% consider Quick Service important.
32
19
How would you like to rate the hospitality provided by Mc Donald ?

Strongly disagree 20 20
disagree 20 20
Neutral 20 20
Agree 10 10
Strongly Agree 30 30
Total 100 100
Interpretation
These numbers represent the distribution of responses for different agreement levels among the
given options. For example, out of the total sample size of 100 individuals, 20% strongly disagree,
20% disagree, 20% are neutral, 10% agree, and 30% strongly agree with the statement or question
being considered.
33
Why do you prefer McDonald's ?
Service
20 20
differentiation
Price differentiation 20 20
Product
20 20
differentiation
Promotional Scheme 40 40
Total 100 100
Interpretation
These numbers represent the distribution of preferences for different differentiation strategies
among the given options. For example, out of the total sample size of 100 individuals, 20% prefer
service differentiation, 20% prefer price differentiation, 20% prefer product differentiation, and
40% prefer promotional schemes as strategies for differentiation.
34
71
Have you visited any other restaurant except McDonald's?
Occasionally 10 10
Regularly 30 30
Frequently 20 20
Rarely 40 40
Total 100 100
Interpretation
These numbers represent the distribution of occurrences based on the given frequency options. For
example, out of the total sample size of 100 instances, 10% occur occasionally, 30% occur
regularly, 20% occur frequently, and 40% occur rarely.
35
69
How would you rate food at Mc Donald?
19
disagree 10 10
Neutral 30 30
Agree 15 15
Total 100 100
Interpretation
being considered.
36
When you hear the word "burger" does Mc Donald comes into your mind?

Yes 40 40
No 30 30
Sometimes 30 30
Total 100 100
Interpretation
These numbers represent the distribution of responses among the given options. For example, out
of the total sample size of 100 individuals, 40% answered "Yes," 30% answered "No," and 30%
answered "Sometimes."
37
What is your favourite product at Mc Donald ?
Mc Spicy Chicken 15 15
Dessert 20 20
French Fries 15 15
Aloo Tikki Burger 50 50
Total 100 100
Interpretation
These numbers represent the distribution of preferences for different food items among the given
options. For example, out of the total sample size of 100 individuals, 15% prefer Mc Spicy
Chicken, 20% prefer Dessert, 15% prefer French Fries, and 50% prefer Aloo Tikki Burger.
38
Is the product line at Mc Donald adequate?
Yes 40 40
No 30 30
Sometimes 30 30
Total 100 100
Interpretation
of the total sample size of 100 individuals, 40% answered "Yes," 30% answered "No," and 30%
answered "Sometimes."
39
Suitable time for visiting Mc Donald

morning 30 30
evening 40 40
afternoon 30 30
Total 100 100
Interpretation
These numbers represent the distribution of occurrences among the given time periods. For
example, out of the total sample size of 100 instances, 30% occur in the morning, 40% occur in
the evening, and 30% occur in the afternoon.
40
Are you satisfied with the waiting time?

disagree 10 10
Neutral 15 15
Agree 20 20
Total 100 100
Interpretation
being considered.
41
44
How would you rate your overall satisfaction with your experience at
Mc Donald
53
disagree 02 02
Neutral 25 25
Agree 35 35
Total 100 100
Interpretation
being considered.
42
Would You like to recommend Mc Donald to your friends and relatives ?

yes 40 40
may be 10 10
no 40 40
Total 100 100
Interpretation
27
of the total sample size of 100 individuals, 40% answered "Yes," 10% answered "May be," and
40% answered "No."
43
T-test
t-Test: Two-Sample Assuming Unequal Variances
Male Female
Mean 1.257581 1.28946
Variance 0.006668 0.001864
Observations 75 29
Hypothesized Mean 0
Difference
df 92
t Stat -2.57567
P(T<=t) one-tail 0.005799
t Critical one-tail 1.661585
P(T<=t) two-tail 0.011598
t Critical two-tail 1.986086
Interpretation:
Mean: The mean values for Male and Female are 1.257581 and 1.2894 respectively.
Variance: The variance values for Male and Female are 0.006668 and 0.001864,
respectively.
Observations: The number of observations in Male and Female are 75 and 29,
respectively.
Hypothesized Mean Difference: The hypothesized mean difference is 0.
44
df: The degrees of freedom is 92.
t Stat: The calculated t-statistic value is -2.57567.
P(T<=t) two-tail: The two-tailed p-value of 0.011598.
29
The two-tailed p-value of 0.011598 is less than the significance level of 0.05, which
also supports the rejection of the null hypothesis. Therefore, we can conclude that
there is a statistically significant difference between the means of the two groups.
45
ANOVA Single Factor
23
Anova: Single Factor
SUMMARY
Groups Count Sum Average Variance

Less than 5 years 7 23.54545 3.363636 0.198347
5-10 years 6 21.18182 3.530303 0.107163

10-15 years 5 18.18182 3.636364 0.078512
15-20 years 23 79.36364 3.450593 0.195701

Above 20 years 63 211.6364 3.359307 0.147542
ANOVA
Source of SS df MS F P-value F crit

Variation
Between Groups 0.552743 4 0.138186 0.883007 0.477079 2.46355
Within Groups 15.49295 99 0.156494
Total 16.04569 103
Interpretation:
This is an ANOVA (analysis of variance) table with a single factor.
The factor is the experience group, with five levels:

less than 5 years
46
5-10 year
10-15 years
15-20 years
above 20 years
The ANOVA table shows that the between groups variance (SS) is 0.552743, with 4 degrees
of freedom (df) and a mean square (MS) of 0.138186. The within groups variance is 15.49295,
with 99 degrees of freedom, and a mean square of 0.156494.
30
The F-value is 0.883007, with a corresponding p-value of 0.477079, which is higher than the
significance level of 0.05. This suggests that there is no significant difference between the
groups.
47
Cross Tabulation
48
Cross Tabulation of Gender & Age
Count of Gender Age Group
Gender 18-24 25-34 35-44 45-54 55-64 Grand

Total
Male 10 15 19 18 13 75
Female 3 6 10 7 3 29
Grand Total 13 21 29 25 16 100
20 19
18
18
16 15
14 13
18-24
12
10 10 25-34
10
35-44
8 7
45-54
6
6 55-64
4 3 3
2
0
Male Female
Interpretation:
Among the male respondents, the largest age group is 35-44, with 19 individuals, followed by
the 45-54 age group with 18 individuals. The 18-24 age group has 10 male respondents, while
the 25-34 and 55-64 age groups have 15 and 13 male respondents, respectively. In total, there
are 75 male respondents.
Among the female respondents, the largest age group is also 35-44, with 10 individuals,
followed by the 45-54 age group with 7 individuals. The 25-34 age group has 6 female
respondents, while the 18-24 and 55-64 age groups have 3 female respondents each. In total,
there are 29 female respondents.
49
Region
Count of Region
Region
Gender Rural Urban Grand

Total
Female 6 23 29
Male 20 55 75
Grand 26 78 100
Total
60 55
50
40
30 23
Rural
20 Urban
20
6
10
0
Female Male
Interpretation:
Out of the 100 respondents, 29 are females and 75 are males. Among the females, 6
belong to the rural region and 23 belong to the urban region. Among the males, 20 belong
to the rural region and 55 belong to the urban region.
50
66
Count of Gender Do you have more than one branch
Gender Yes No Grand Total
Male 46 29 75
Female 14 15 29
Grand Total 60 44 100
50 46
40
29
30
Yes
20 15 No
14
10
0
Male Female
Interpretation:
Out of the 100 respondents, 46 males or 14 females are more than one branch and 29 male
or 15 females have only one branch. The grand total column counts the both male &
female there are total 60 have more than one branch and 44 have a single branch.
51
80
At what time you open your shop.
Count of How would you like to rate the hospitality provided by

Gender
Mc Donald ?
Gender 9am-2pm 9am-5pm 9am-8pm Any other Grand
Total
Male 2 15 50 8 75
Female 2 2 19 6 29
Grand Total 4 17 69 14 100
60
50
50
40
9am-2pm
30 9am-5pm
19 9am-8pm
20 15 Any other
10 8 6
2 2 2
0
Male Female
Interpretation:
✓ 9am-2pm: The data shows that 2 males and 2 females prefer the shop to be open from
9am to 2pm.
✓ 9am-5pm: There are 15 males and 2 females who prefer the shop to be open from 9am
to 5pm
✓ 9am-8pm: The table indicates that 50 males and 19 females prefer the shop to be open
from 9am to 8pm.
52
✓ Any other: The data shows that 8 males and 6 females have a preference for opening
hours other than the specified option.
The data suggest that the majority of individual (male & female) prefer 9am to
8pm to open the shop.
53
Count of How would you like to rate the hospitality provided by Mc
Gender
40
Donald ?
Gender Strongly Disagree Neutral Agree Strongl Grand
Disagree y Agree Total
Male 6 8 28 31 2 75
Female 0 2 12 13 2 29
Grand 6 10 40 44 4 100
Total
35
31
30 28
25 Strongly Disagree
20 Disagree
Neutral
15 12 13 13
8 Agree
10
6 Strongly Agree
5 2 2 2
0
Male Female
Interpretation:
✓ 44 individual (31 male and 13 female) agree that their shop is associated with e-
commerce platform.
50
✓ 40 individual (28 male and 12 female) Neutral opinion on the matter.
✓ Either 14 Disagree or strongly disagree on the matter.
✓ 4 individual (2 male & 2 female) are strongly agreeing with this matter.
54
42
Count of How would you rate food at Mc Donald?
Gender
Gender Strongly Disagree Neutral Agree Strongly Grand
disagree agree Total
Male 6 6 22 37 4 75
Female 0 2 11 14 2 29
Grand 6 8 33 51 6 100
Total
40 37
13
30 Strongly disagree
22
Disagree
20
14 Neutral
11
10 6 6 Agree
4
2 2 Strongly agree
0
Male Female
Interpretation:
✓ 51 individuals (37 male and 14 female) agree that the introduction of MC Donald
would have a positive effect on retailer’s sales.
✓ 33 individuals (22 male and 11 female) Neutral opinion on the matter.
✓ 8 individuals (6 male & 2 female) are disagreeing with the statement.

4
✓ 6 individuals (all male) strongly disagree with the statement.
✓ 6 individuals (4 male & 2 female) strongly agree with the statement.
55
Count of Are you satisfied with the waiting time?
Gender
Disagree Agree Total
Male 3 5 24 32 11 75
Female 2 5 11 8 3 29
Grand 5 10 35 40 14 100
Total
35 32
30
24
20 Disagree
15 Neutral
11 11
10 8 Agree
5 5 Strongly Agree
5 3 2 3
0
Male Female
Interpretation:
✓ 40 individuals (32 male and 8 female) agree that cashback and rewards encourage
customers to purchase online.
✓ 35 individuals (24 male and 11 female) have a neutral opinion on the statement.
✓ 14 individuals (11 male & 3 female) are strongly agreeing with the statement.
✓ 10 individuals (5 male & 5 female) disagree with the statement.
✓ 5 individuals (3 male & 2 female) strongly Disagree with the statement.
56
Gender
Male 4 6 31 28 6 75
Female 0 1 15 11 2 29
Grand 4 7 46 39 8 100
Total
35 31
30 28
20 Disagree
15
15 Neutral
11
10 Agree
6 6
4 Strongly Agree
5 1 2
0
Male Female
Interpretation:
✓ 46 individuals (31 male and 15 female) have a neutral opinion on the statement
✓ 39 individuals (28 male and 11 female) agree that MC Donald is a better option
compared to an offline store.
57
Do you promote your store to increase revenue through MC Donald

Gender
13
Male 5 5 29 31 5 75
Female 0 1 12 12 4 29
Grand 5 6 41 43 9 100
Total
35
31
29
30
25
Strongly Disagree
20 Disagree
Neutral
15 12 12 Agree
10 Strongly Agree
5 5 5 4
5
1
0
Male Female
Interpretation:
✓ 43 individuals (31 male and 12 female) agree that they promote their store to increase
revenue through MC Donald.

4
58
Do you promote your store to increase revenue through MC Donald.
Count of When you hear the word "burger" does Mc Donald comes into
Gender
your mind?
68
Gender Strongly Disagree Disagree Neutral Agree Strongly Grand
Agree Total
Male 1 12 32 26 4 75
Female 0 3 9 14 3 29
Grand 1 15 41 40 7 100
Total
35 32
30
26
20 Disagree
14 Neutral
15 12
9 Agree
10
Strongly Agree
5 4 3 3
1
0
Male Female
Interpretation:
75
✓ 40 individuals (26 male and 14 female) agree that they face problem after involvement
in MC Donald.
4
✓ 1 individual (male) strongly disagree with the statement
59
42
Gender
4
Male 2 5 31 33 4 75
Female 0 0 18 8 3 29
Grand 2 5 49 41 7 100
Total
35 33
31
30
20 18 Disagree
15 Neutral
10 8 Agree
5 4
5 2 3 Strongly Agree
0
Male Female
Interpretation:
✓ 41 individuals (33 male and 18 female) agree that retailer’s outlet have must have
variety of products.
✓ 5 individuals (all male) disagree with the statement.
60
Gender
32 Donald ?
Gender Agree Disagree Neutral Strongly Strongly Grand
Agree Disagree Total
Male 33 3 30 7 2 75
Female 10 2 13 3 1 29
Grand 43 5 43 10 3 100
Total
35 33
30
30
25
Agree Disagree
20 Neutral
15 13 Strongly Agree
10 7
39
5 3 2 2 3
1
0
Male Female
Interpretation:
✓ 43 individuals (33 male and 10 female) agree that customers visit to store are reducing
with the coming of MC Donald.
4
✓ 3 individuals (2 male & 1 female) strongly Disagree with the statement
61
Count of Suitable time for visiting Mc Donald
Gender
18
Male 2 3 26 38 6 75
Female 0 1 11 15 2 29
Grand 2 4 37 53 8 100
Total
40 38
35
30
25
Disagree
20
15 Neutral
15 Agree
11
10 Strongly Agree
6
5 2 3 2
1
0
Male Female
Interpretation:
✓ 53 individuals (38 male and 15 female) agree that MC Donald is attracting new
customers.
✓ 2 individuals are strongly Disagree with the statement.
62
Gender
Male 6 6 31 28 4 75
Female 0 1 13 12 3 29
Grand 6 7 44 40 7 100
Total
35 31
30 28
20 Disagree
15 13 12 Neutral
10 Agree
6 6
4 3 Strongly Agree
5
1
0
Male Female
Interpretation:
✓ 40 individuals (28 male and 12 female) agree that the advent of MC Donald has led to
changes in marketing strategy.
✓ 6 individuals (all male) strongly Disagree with the statement.
63
28
Count How would you rate your overall satisfaction with your
of
Gender experience at Mc Donald

Male 3 8 35 24 5 75
Female 1 3 17 7 1 29
Grand 4 11 52 31 6 100
Total
40
35
35
30
25
Disagree
20 17 Neutral
15
Agree
5
5 3 3
1 1
0
Male Female
Interpretation:
✓ 31 individuals (24 male and 7 female) agree that retailers have trouble selling products
online.
64
36
Do you have more than one branch
Count of Age group How frequently do you go to

Age Yes No Grand Total
18-24 8 5 13
25-34 9 12 21
35-44 16 13 29
45-54 15 10 25
55-64 12 4 16
18
16
16 15
14 13
12 12
12
10
10 9
8 Yes
8
No
6 5
4
4
2
0
18-24 25-34 35-44 45-54 55-64
Interpretation:
✓ In the 18-24 age group, 8 individuals responded "Yes" to having more than one branch,
while 5 individuals responded "No."
✓ In the 25-34 age group, 9 individuals responded "Yes’’ to having more than one branch,
while 10 individuals responded "No”
while 4 individuals responded "No”.
65
Count of Age Are you satisfied with the waiting time?
group
2
Age Strongly Disagree Neutral Agree Strongly Grand
18-24 2 1 6 4 0 13
25-34 3 4 7 6 1 21
35-44 0 4 9 15 1 29
45-54 1 1 10 12 1 25
55-64 0 0 8 7 1 16
Grand Total 6 10 40 44 4 100
16 15
14
12
12
10 9
8 Disagree
8 7 7
Neutral
6 6
6 Agree
4 4 4
4 3 Strongly Agree
2
2 1 1 1 11 1 1
0
18-24 25-34 35-44 45-54 55-64
Interpretation:
✓ The age group that had the highest number of respondents are agreed with the statement
was the 35-44 age group with 15. This was followed by the 45-54 age group with 12
respondents are agreed.
✓ The age group that had the highest number of respondents are strongly disagreed with
the statement was the 18-24 & 25-34 age group with 05 respondents.
✓ The age group that had the highest number of respondents are neutral with the statement
was the 45-54 age group with 10 respondents.
✓ The age group that had the highest number of respondents are disagree with the
statement was the 25-34 & 35-44 age group with 08 respondents
66
Count of Age 28
How would you rate your overall satisfaction with
group
your experience at
2
Mc Donald
18-24 0 1 3 8 1 13
25-34 3 2 7 8 1 21
35-44 2 2 11 13 1 29
45-54 1 3 6 14 1 25
55-64 0 0 6 8 2 16
Grand Total 6 8 33 51 6 100
14
13
11
Strongly disagree
8 8 8 Disagree
7
6 6 Neutral
Agree
3 3 3
2 22 2 Strongly agree
1 1 1 1 1 1
18-24 25-34 35-44 45-54 55-64
Interpretation:
✓ Among the different age groups, the 35-44 age group had the highest number of
respondents (29) followed by the 45-54 age group (25).
was the 45-54 age group with 14 respondents. This was followed by the 35-44 age group
with 13 respondents who strongly agreed.
the statement was the 25-34 age group with 03 respondents.
67
Count of Age What do you like most about Mc Donald's ?
group
18-24 2 1 1 7 2 13
25-34 0 5 9 4 3 21
35-44 2 2 13 7 5 29
45-54 1 1 8 12 3 25
55-64 0 1 4 10 1 16
Grand Total 5 10 35 40 14 100
14 13
12
12
10 9
8
8 7 7 Disagree
6 5 5
4 4 Neutral
4 3 3
2 2 22
2 1 1 1 1 1 1 Agree
0
18-24 25-34 35-44 45-54 55-64 Strongly Agree
Interpretation:
✓ The age group that had the highest number of respondents are agreed with the
statement was the 45-54 age group with 12 respondents. This was followed by the 55-
64 age group with 10 respondents are agreed.
✓ The age group that had the highest number of respondents are neutral with the
statement was the 35-44 age group with 13 respondents.
✓ Total 14 respondents have strongly agreed in the age group.
✓ This age group showed a relatively higher level of uncertainty or indecision
regarding the impact of cashback and rewards on online purchases.
68
group

14
18-24 0 1 6 5 1 13
25-34 0 4 11 6 0 21
35-44 1 2 18 6 2 29
45-54 1 0 6 14 4 25
55-64 2 0 5 8 1 16
Grand Total 4 7 46 39 8 100
20 18
18
16
14
12 11
Disagree
10
8 Neutral
8
6 6 6 6 Agree
6 5 5
4 4
4 Strongly Agree
2 2 2
2 1 1 1 1 1
0
18-24 25-34 35-44 45-54 55-64
Interpretation:
statement was the 35-44 age group with 18 respondents. This was followed by the
25-24 age group with 11 respondent who strongly agreed.
✓ The 35-44 age group had the highest number of respondents who were neutral (18
respondents). This age group showed a relatively higher level of indecision or mixed
views regarding whether MC Donald is a better option compared to an offline store.
✓ The 25-34 age group had the highest number of respondents who disagreed (4
respondents).
69
Count of Age 28
group
your experience at
2
18-24 0 1 6 5 1 13
25-34 1 1 8 10 1 21
35-44 1 3 10 10 5 29
45-54 2 1 8 13 1 25
55-64 1 0 9 5 1 16
Grand Total 5 6 41 43 9 100
14 13
12
10 10 10
10 9 Strongly Disagree
8 8
8 Disagree
6
6 5 5 5 Neutral
Agree
4 3
2 Strongly Agree
2 1 1 1 1 1 1 1 1 1 1
0
18-24 25-34 35-44 45-54 55-64
Interpretation:
✓ The age group that had the highest number of respondents are agreed with the statement was
the 45-54 age group with 13 respondents. This was followed by the 25-34 & 35-44 age group
with 20 respondents are agreed.
✓ The age group that had the highest number of respondents are neutral with the statement was
the 35-44 age group with 10 respondents.
70
Count of Age Have you visited any other restaurant except
group
McDonald's?
18-24 0 2 6 4 1 13
25-34 0 5 10 6 0 21
35-44 0 5 8 12 4 29
45-54 1 2 9 12 1 25
55-64 0 1 8 6 1 16
Grand Total 1 15 41 40 7 100
14
12 12
12
10
10 9 Strongly Disagree
8 8
8 Disagree
6 6 6 Neutral
6 5 5
4 4 Agree
4
Strongly Agree
2 2
2 1 1 1 1 1
0
18-24 25-34 35-44 45-54 55-64
Interpretation:
statement was the 35-44, 45-54 age group with 24 respondents.
statement was the 25-34,35-44 age group with 10 respondents.
71
Count of Age 72
Have you visited any other restaurant except McDonald's?
group
6
18-24 0 1 7 4 1 13
25-34 0 2 9 9 1 21
35-44 1 0 13 12 3 29
45-54 1 1 11 10 2 25
55-64 0 1 9 6 0 16
Grand Total 2 5 49 41 7 100
14 13
12
12 11
10 20
10 9 9 9 Strongly Disagree
8 7 Disagree
6
6 Neutral
4 Agree
4 3
2 2 Strongly Agree
2 1 1 1 1 11 1
0
18-24 25-34 35-44 45-54 55-64
Interpretation:
54 age group with 11 respondents are neutral.
72
Count of Age 41
How would you rate food at Mc Donald?
group
6
18-24 0 1 4 5 3 13
25-34 0 1 11 7 2 21
35-44 3 2 11 11 2 29
45-54 0 0 10 12 3 25
55-64 0 1 7 8 0 16
Grand Total 3 5 43 43 10 100
14
12
12 11 1111
10
10
Strongly Disagree
8
8 7 7 Disagree
Neutral
6 5
4 Agree
4 3 3 3
Strongly Agree
2 2 2
2 1 1 1
0
18-24 25-34 35-44 45-54 55-64
Interpretation:
statement was the 35-44, 45-54 age group with 23 respondents.
statement was the 25-34,35-44,45-54 age group with 32 respondents.
✓ The age group that number of respondents are disagree with the statement was 35-44
age group with 03 respondents.
73
When you hear the word "burger" does Mc Donald comes into your mind?
Count of Age When you hear the word "burger" does Mc Donald
group
18-24 0 0 5 6 2 13
25-34 0 1 8 12 - 21
35-44 2 2 8 16 1 29
45-54 0 0 9 12 4 25
55-64 0 1 7 7 1 16
Grand Total 2 4 37 53 8 100
18
16
16
14
12 12
10 9 Disagree
8 8
8 77 Neutral
6
6 5 Agree
4
4 Strongly Agree
2 22
1 1
2 1 1
0
18-24 25-34 35-44 45-54 55-64
Interpretation:
statement was the 25-34,35-44, 45-54 age group with 40 respondents.
statement was the 45-54,25-34,35-44 age group with 25 respondents.
✓ The total number of respondents are disagreed with the statement was 4 with the age
group.
74
Count Would You like to recommend Mc Donald to your friends and
of
Region relatives ?
31
Region Strongly Disagree Neutral Agree Strongly Grand
Rural 1 4 10 11 0 26
Urban 0 11 31 29 7 78
Grand 1 15 41 40 7 100
Total
35
31
29
30
20 Disagree
15 Neutral
10 11 11
Agree
10 7
4 Strongly Agree
5
1
0
Rural Urban
Interpretation:
✓ 40 individuals (29 from urban region and 11 from rural region) agree that they their
shops to increase revenue through MC Donald.
✓ 41 individuals (30 from urban region and 11 from rural region) have a neutral
5
opinion on the statement.
✓ 15 individuals (11 from urban region and 4 from rural region) disagree with the
statement.
✓ 1 individual from rural region strongly Disagree with the statement.
✓ 7 individuals all from urban region are strongly agreeing with the statement
75
79
Region
Donald
20 ?
Rural 0 2 12 11 1 26
Urban 2 3 37 30 6 78
Grand 2 5 49 41 7 100
Total
40 37
35
30
30
Strongly Disagree
25
Disagree
20
Neutral
15 12 11 Agree
10 6 5
Strongly Agree
5 2 2 3
1
0
Rural Urban
Interpretation:
✓ 41 individuals (30 from urban region and 11 from rural region) agree that
✓ 5 individuals (3 from urban region and 2 from rural region) disagree with the
statement.
✓ 2 individuals both from urban region strongly disagree with the statement.
✓ 7 individuals (6 from urban region and 1 rural region) are strongly agreeing with
the statement
76
Count Why do you prefer McDonald's ?
of
Region
Rural 1 1 10 12 2 26
Urban 2 4 33 31 8 78
Grand 3 5 43 43 10 100
Total
35 33
31
30
20 Disagree
15 12 Neutral
10
10 8 Agree
4 Strongly Agree
5 1 1 2 2
0
Rural Urban
Interpretation:
✓ 43 individuals (31 from urban region and 12 from rural region) agree that
customers visit to store are reducing by the coming of MC Donald
✓ 10 individuals (8 from urban region and 2 from rural region) strongly agree with
the statement.
✓ 5 individuals (4 from urban region 1 from rural region) Disagree with the
statement.
✓ 3 individuals (2 from urban region and 1 rural region) are strongly disagreeing
with the statement.
77
41
Gender
12
Male 2 5 31 33 4 75
Female 0 0 18 8 3 29
Grand 2 5 49 41 7 100
Total
35 33
31
30
20 18 Disagree
15 Neutral
10 8 Agree
5 4
0
Male Female
Interpretation:
5
✓ 41 individuals (33 male and 18 female) agree that retailer’s outlet have must have
variety of products.
✓ 5 individuals (all male) disagree with the statement.
78
Gender
33 Donald ?
Gender Agree Disagree Neutral Strongly Strongly Grand
Agree Disagree Total
Male 33 3 30 7 2 75
Female 10 2 13 3 1 29
Grand 43 5 43 10 3 100
Total
35 33
30
30
25
Agree Disagree
20 Neutral
15 13 Strongly Agree
10 7
12
5 3 2 2 3
1
0
Male Female
Interpretation:
✓ 43 individuals (33 male and 10 female) agree that customers visit to store are reducing
with the coming of MC Donald.
5
✓ 3 individuals (2 male & 1 female) strongly Disagree with the statement
79
Count of Suitable time for visiting Mc Donald
Gender
Male 2 3 26 38 6 75
Female 0 1 11 15 2 29
Grand 2 4 37 53 8 100
Total
40 38
35
30
25
Disagree
20
15 Neutral
15 Agree
11
10 Strongly Agree
6
5 2 3 2
1
0
Male Female
Interpretation:
✓ 53 individuals (38 male and 15 female) agree that MC Donald is attracting new
customers.

52
✓ 2 individuals are strongly Disagree with the statement.
80
Gender
12
Male 6 6 31 28 4 75
Female 0 1 13 12 3 29
Grand 6 7 44 40 7 100
Total
35 31
30 28
20 Disagree
15 13 12 Neutral
10 Agree
6 6
4 3 Strongly Agree
5
1
0
Male Female
Interpretation:
✓ 40 individuals (28 male and 12 female) agree that the advent of MC Donald has led to
changes in marketing strategy.
5
✓ 6 individuals (all male) strongly Disagree with the statement.
81
26
Count How would you rate your overall satisfaction with your
of
Gender experience at Mc Donald

Male 3 8 35 24 5 75
Female 1 3 17 7 1 29
Grand 4 11 52 31 6 100
Total
40
35
35
30
49
25
Disagree
20 17 Neutral
15
Agree
5
5 3 3
1 1
0
Male Female
Interpretation:
✓ 31 individuals (24 male and 7 female) agree that retailers have trouble selling products
online.
82
37
Do you have more than one branch
Count of Age group How frequently do you go to

Age Yes No Grand Total
18-24 8 5 13
25-34 9 12 21
35-44 16 13 29
45-54 15 10 25
55-64 12 4 16
18
16
16 15
14 13
12 12
12
10
10 9
8 Yes
8
No
6 5
4
4
2
0
18-24 25-34 35-44 45-54 55-64
Interpretation:
✓ In the 25-34 age group, 9 individuals responded "Yes’’ to having more than one branch,
while 10 individuals responded "No”
while 4 individuals responded "No”.
83
group
8
18-24 2 1 6 4 0 13
25-34 3 4 7 6 1 21
35-44 0 4 9 15 1 29
45-54 1 1 10 12 1 25
55-64 0 0 8 7 1 16
Grand Total 6 10 40 44 4 100
16 15
14
12
12
10
11
Strongly Disagree
10 9
8 Disagree
8 7 7
Neutral
6 6
6 Agree
4 4 4
4 3 Strongly Agree
2
2 1 1 1 11 1 1
0
18-24 25-34 35-44 45-54 55-64
Interpretation:
was the 35-44 age group with 15. This was followed by the 45-54 age group with 12
respondents are agreed.
the statement was the 18-24 & 25-34 age group with 05 respondents.
statement was the 25-34 & 35-44 age group with 08 respondents
84
Count of Age 26
group
your experience at
8
Mc Donald
18-24 0 1 3 8 1 13
25-34 3 2 7 8 1 21
35-44 2 2 11 13 1 29
45-54 1 3 6 14 1 25
55-64 0 0 6 8 2 16
Grand Total 6 8 33 51 6 100
14
13
11
Strongly disagree
8 8 8 Disagree
7
6 6 Neutral
Agree
3 3 3
2 22 2 Strongly agree
1 1 1 1 1 1
18-24 25-34 35-44 45-54 55-64
Interpretation:
✓ Among the different age groups, the 35-44 age group had the highest number of
respondents (29) followed by the 45-54 age group (25).
was the 45-54 age group with 14 respondents. This was followed by the 35-44 age group
with 13 respondents who strongly agreed.
11
the statement was the 25-34 age group with 03 respondents.
85
Count of Age What do you like most about Mc Donald's ?
group
8
18-24 2 1 1 7 2 13
25-34 0 5 9 4 3 21
35-44 2 2 13 7 5 29
45-54 1 1 8 12 3 25
55-64 0 1 4 10 1 16
Grand Total 5 10 35 40 14 100
14 13
12
12
10 9
8
8 7 7 Disagree
6 5 5
4 4 Neutral
4 3 3
2 2 22
2 1 1 1 1 1 1 Agree
0
18-24 25-34 35-44 45-54 55-64 Strongly Agree
Interpretation:
✓ This age group showed a relatively higher level of uncertainty or indecision
regarding the impact of cashback and rewards on online purchases.
86
group

15
18-24 0 1 6 5 1 13
25-34 0 4 11 6 0 21
35-44 1 2 18 6 2 29
45-54 1 0 6 14 4 25
55-64 2 0 5 8 1 16
Grand Total 4 7 46 39 8 100
20 18
18
16
14
12 11
Disagree
10
8 Neutral
8
6 6 6 6 Agree
6 5 5
4 4
4 Strongly Agree
2 2 2
2 1 1 1 1 1
0
18-24 25-34 35-44 45-54 55-64
87
FINDINGS
88
1. Gender: In the total respondents, 72.12% were male, and 27.88% were female. This suggests
that a greater proportion of responders were male.
2. Region: 75% of the retail stores were located in cities, while 25% were in rural areas.
This shows that a bigger proportion of retailers were located in cities.
3. Age of Store: 60.58% of respondents owned stores older than 20 years, while 22.12%
owned stores between 15-20 years old. This implies that a large portion of respondents
owned successful businesses.
4. More than One Branch: 57.69% of respondents had many branches, whereas 42.31% did
not. This means that the majority of respondents had many retail locations.
5. Shop Opening Time: The most common shop opening hours were 9 a.m. to 8 p.m., as chosen
by 66.35% of respondents. 16.35% were open from 9 a.m. to 5 p.m., and 3.85% were open
from 9 a.m. to 2 p.m. 13.46% chose "Any other" as their response, showing that business hours
vary.
6. Associated with MC Donald Platforms: 42.31% of merchants agreed that they were
affiliated with MC Donald platforms, 38.46% were indifferent, and 9.62% strongly objected
or disagreed. This indicates that a sizable proportion of retailers had some interaction with e-
commerce platforms.
7. Positive Effect of MC Donald on Sales: 49.04% of respondents felt that the introduction of
MC Donald will increase retailer sales. 31.73% were neutral, while 13.46% strongly
disapproved or disagreed with this statement.
8. Cashback and Rewards Influence Online Purchases: Customers were enticed to buy online
by cashback and perks, according to 38.46% of respondents. 13.46% highly agreed, 33.65%
were neutral, and 9.62% strongly objected or disagreed.
89
9. Preference for MC Donald over Offline Store: 37.50% of respondents believed that e-
commerce is a better option than a physical store. 44.23% agreed or strongly agreed, while
13.46% disagreed or strongly disagreed.
10. Promotion of Store for MC Donald Revenue: 41.35% of respondents said they advertised
their store in order to boost revenue through MC Donald. 8.65% highly agreed, 39.42% were
neutral, and 4.81% opposed or strongly disagreed.
11. Problems Faced after Involvement of MC Donald: 38.46% of respondents said they had
troubles after engaging in MC Donald, 39.42% were neutral, and 6.73% strongly agreed.
12. Importance of Variety of Products in Retailer Outlet: 47.12% of respondents were

undecided, while 39.42% agreed that a store outlet must stock a wide range of products.
13. Impact of MC Donald on In-store Visits: 41.35% of respondents agreed or strongly agreed
38
that the number of customers visiting the store had decreased as a result of the introduction of
MC Donald.
14. Attraction of New Customers through MC Donald: MC Donald attracted new clients,
according to 50.96% of respondents. A minor fraction opposed or strongly disagreed, whereas
35.58% were neutral.
15. Changes in Marketing Strategy due to MC Donald: 42.31% of respondents were

undecided, while 38.46% agreed that the introduction of MC Donald caused changes in
marketing approach.
16. Difficulty in Selling Products Online: 29.81% of respondents agreed that shops were having
difficulty selling things online. 50% were neutral, with a small minority strongly disagreeing.
35
These findings provide insights into retailers' opinions and experiences with gender
distribution, regional location, store age, multiple branches, shop opening hours, e-
commerce association, the impact of MC Donald on sales, customer behavior, marketing
strategies, and MC Donald challenges.
90
CONCLUSION
1. Retailers appear to have a neutral to positive opinion of the influence of MC Donald on their
business, with the majority either agreeing or neutral.
16
2. Customers are more likely to agree than disagree that MC Donald is drawing new customers,
but there is still a sizable proportion of respondents who are neutral.
3. The majority of customers believe that the introduction of MC Donald has not diminished
their trips to physical stores, with about equal percentages agreeing or disagreeing on this issue.
4. Respondents generally believe that having a range of products in the store is vital, with the
majority either agreeing or indifferent on the matter.
5. While the majority of respondents do not report problems as a result of their involvement in
MC Donald, a sizable number either disagrees or strongly disagrees with this assertion.
6. The majority of respondents agree or are neutral about promoting their store in order to
increase revenue through MC Donald.
7. Customers have a neutral to slightly favorable opinion of MC Donald as a better option than
a brick-and-mortar store.
8. The majority of respondents agree or are neutral on the effectiveness of cashback and prizes
in motivating customers to buy online.
9. The majority of respondents operate their businesses from 9 a.m. to 8 p.m.
10. The respondents are largely from cities, with 75% of them residing in cities.
Overall, it appears that, while there is considerable diversity in the responses, the majority of
respondents had a positive or neutral attitude towards MC Donald. There is also widespread
91
agreement on the value of stocking a diverse range of products, as well as the efficiency of
rebates and prizes in driving online purchases. According to the data, MC Donald has not
17
considerably impacted customers' physical store visits, but additional research is needed to
better understand the impact of MC Donald on merchants and their sales.
92
SUGGESTIONS
1. Gender: Since there is a significant majority of male respondents, it may be
beneficial to focus on strategies to attract and engage female customers. This could
involve targeted marketing campaigns, product offerings, or store experiences that
cater to the preferences and needs of female shoppers.
2. Region: Most of the retailers located in cities or some retailers are rural area.
Retailers could consider exploring the untapped market in rural regions by
establishing new stores or developing strategies to reach customers in those areas.
77
3. Age of Store: Most respondents have stores that are more than 20 years old,
showing a strong market presence. To stay competitive, businesses must constantly
64
update and adapt to changing consumer tastes and market realities.
61
4. Multiple Branches: According to the analysis a sizable proportion of retailers
have more than one branch. Those that do not may wish to consider expanding their
reach by opening additional branches in various places, which may result in better
visibility and client accessibility.
5. Shop Opening Hours: The most popular opening time of shop are from 9 am to
8 pm. Retailers may choose to analyze consumer traffic and sales throughout
various time periods in order to optimize their operation hours and ensure they fit
with client preferences
6. Association with MC Donald Platforms: With a substantial percentage of

retailers agreeing to be associated with MC Donald platforms, it suggests that
3
online channels can play an important role in expanding sales. Retailers could
consider strengthening their presence on MC Donald platforms, improving online
marketing efforts, and providing a seamless online shopping experience to
customers.
93
7. Positive Effect of MC Donald on Sales: Most respondents agree that the
introduction of MC Donald would have a positive effect on retailer's sales. The
research shows the vital important of adopting MC Donald strategies and
leveraging online channels to boost revenue.
17
8. Cashback and Rewards: As a large proportion of customers agree that cashback
and rewards encourage them to purchase online, retailers should consider
implementing loyalty programs, promotional offers, and incentives to drive online
sales and customer retention.
9. Perception of MC Donald vs. Offline Stores: It is important to note that opinions

are divided on whether MC Donald is a better option compared to offline stores.
Retailers should carefully evaluate their target market, customer preferences, and
market trends to determine the right balance between offline and online strategies.
10. Promoting the Store through MC Donald: A sizable proportion of retailers feel
that promoting their store via MC Donald helps generate revenue. To boost traffic
and sales through their MC Donald platforms.
11. Challenges with MC Donald: A sizable proportion of merchants are either

43
neutral or agree that they have suffered obstacles as a result of their involvement in
3
MC Donald. To ensure a smooth transition and optimal performance in the online
retail market, it is critical to identify and address these difficulties by investing in
training, technical infrastructure, customer support, and other resources.
12. Variety of Products: Most respondents think that retail stores must stock a
diverse range of products. Retailers should constantly analyze their product offers,
detect inventory gaps, and attempt to offer a varied range of products that satisfy
their consumers' changing wants and tastes.
13. Impact on Customer Visits: A sizable proportion of respondents are either

neutral or believe that customer visits to physical stores are decreasing as a result
of the rise of MC Donald. Retailers should implement omnichannel methods in
94
Limitation
Complicated MC Donald policies

Every MC Donald portal has policies that sellers must follow.
On these platforms, and often the platform does not grant them complete permission
to operate in the market place, limiting their operation, and if they violate these
regulations, their account may be permanently suspended.
Warehousing cost:
This is also a limitation of MC Donald. Physical location or where house where
they can stare their product.
To society
This is the also limitation of MC Donald. It's affected the human intersection social
division.
Technical limitation
MC Donald requires advanced technology platform for better performance some
limitation such as life of proper domain Network and software issue and so on can
affect the seamless performance of an MC Donald site.
Product Suitable
It is not possible for people to physically examine the product is in commerce in
May cases the original product may not match the picture or specification in The E-
Commerce site.
96
BIBLIOGRAPHY
• C.S.V. Murthy- Himalaya Publishing House, New Delhi 2002.

• Electronic Commerce from Wikipedia- the free encyclopedia
• http://en.wikipedia.org/wiki/Electronic_commerce
• MC Donald- The Cutting Edge of Business, Bajaj & Nag- New Delhi 2000
• MC Donald-induced Change in Logistics and Transport Systems, George
Erber, PeterKlaus und Ulrich Voigt in: Economic Bulletin 10, Vol. 38, 2001, p. 313-
320.
• Department of Electronics 1999, Information Technology Bill along with Cyber
Laws, Government of India, Published in Electronic Information & Planning, New
Delhi.
• Digital E c o n o m y 1999, U.S. Department of Commerce, Reports prepared by
the
• Washington, D.C.
• GICC Report on Internet and MC Donald 2000, Government of India, New Delhi.
• IEEE 1999, 'MC Donald Perspective from Different Parts of the World', published i
• Information Technology, Special Issue, November, New Delhi.
• Information & Technology (IT) 1997, India's Advantage in Information Technology,
Vol.
• 1, Issue 3, pp. 117-124, December, New Delhi.
• IPAG 1999, 'Electronic Commerce Technologies and Applications', IPAG Journal,
Nov- Decapper. 213-221, New Delhi, India.
• Nasscom M c K i n sey 1999 , ‘ Indian In f o r m a t i o n T e c h n o l o g y Strategy',
Special Issue, commissioned by Government of India, NewDelhi.
• OECD 1998, A B o r d e r l e s s W o r l d : Realizing t h e P o t e n t i a l of
G l o b a l E l e c t r o n i c Commerce,
• OECD, Ottawa.
• U.S. Government, Toward Digital Quality: Working Group on Electronic
Commerce, Second
• Annual Report 1999, Washington, DC.
97
• WTO 1999, MC Donald, WTO and Developing Countries, Edited by Arvind
Panagariya
• New York.
• WTO, Work Program on Electronic Commerce' 1999, Proceedings of the Ministerial
• Conference held in New York, NY, 1999.
98
ANNEXURE
99
Name-
1. Gender
o Male
o Female
2. Age Group
o 18-24
o 25-34
o 35-44
o 45-54
o 55-64
3. Region
o Urban
o Rural
4. Age of Store.
o Less than 5 years
o 5-10 years
o 10-15 years
o 15-20 years
o Above 20 Years
5. Do you have more than one branch.

o Yes
o No
100
6. At what time you open your shop.
o 9am -2pm
o 9am-5pm
o 9am-8pm
o Any other
7. Are you associated with MC Donald platforms.

o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
8. There would be positive effect on retailer’s sales due to introduction of e-

commerce.
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
9. Cashback and rewards encourage customers to purchase online.

o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
101
10. Are you accepted MC Donald is better option as compare to offline store.
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
11. Do you promote your store to increase revenue through MC Donald.

o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
12. Do you face any problem after involvement of MC Donald.

o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
13. Retailers outlet must have variety of product.

o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
102
14. Are the customers visit to store are reducing by the coming of MC Donald.
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
15. Do you think MC Donald is attracting new customers.

o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
16. Do you think the advent of MC Donald has led to changes in marketing
strategy.
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
17. Does the retailers have trouble selling products online.

o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
103
THANK YOU
100

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3 SB College Student MBA Report Submitted to MRSA, BU by - Student Paper

4 Submitted to Visvesvaraya Technological University, Belagavi Student Paper

5 Submitted to Visvesvaraya Technological University, Belagavi Student Paper

7 www.indianretailer.com Internet Data

9 www.indianretailer.com Internet Data

10 Thesis Submitted to Shodhganga Repository Publication

12 Thesis Submitted to Shodhganga Repository Publication

13 IMPACT OF PERCEIVED ORGANISATIONAL SUPPORT ON Student Paper

15 Submitted to Visvesvaraya Technological University, Belagavi Student Paper

17 Holiday travel discourses and climate change by Jane-2010 Publication

18 Thesis Submitted to Shodhganga Repository Publication

22 business.expertjournals.com Internet Data

24 docplayer.net Internet Data

25 docplayer.net Internet Data

26 A National Outcomes Assessment of the Rehabilitation of Adults with Publication

30 mdpi.com Internet Data

31 Submitted to Visvesvaraya Technological University, Belagavi Student Paper

32 Thesis Submitted to Shodhganga Repository Publication

36 dochero.tips Internet Data

37 dochero.tips Internet Data

40 Thesis Submitted to Shodhganga Repository Publication

43 Subjectivity and the intergenerational transmission of historical trauma Publication

44 A National Outcomes Assessment of the Rehabilitation of Adults with Publication

46 businessmodelanalyst.com Internet Data

47 publications.parliament.uk Internet Data

48 qdoc.tips Internet Data

50 Student Report Submitted to Bangalore University by - 'ALVIN Student Paper

52 Thesis Submitted to Shodhganga Repository Publication

53 Thesis Submitted to Shodhganga Repository Publication

54 aryaka.com Internet Data

55 aryaka.com Internet Data

57 www.kumaratuljaiswal.in Internet Data

58 www.sciencegate.app Internet Data

59 adage.com Internet Data

60 analoggamestudies.org Internet Data

61 A distribution inventory model with transshipments from a support Publication

63 bmcbioinformatics.biomedcentral.com Internet Data

64 businessmodelanalyst.com Internet Data

66 dochero.tips Internet Data

67 doku.pub Internet Data

70 moam.info Internet Data

71 qdoc.tips Internet Data

73 religiondocbox.com Internet Data

75 Thesis Submitted to Shodhganga Repository Publication

77 www.bajajfinserv.in Internet Data

78 www.cnbc.com Internet Data

79 www.irvinechambereconomicdevelopment.com Internet Data

80 www.tes.com Internet Data

MASTER OF BUSINESS ADMINISTRATION (MBA)

School of Management Sciences,

S. No. Particulars Page No.

2. Literature Review 16-20

3. Research Objectives 21-22

4. Research Methodology 23-25

5. Data Analysis 26-87

10. Bibliography 97-98

11. Annexure 99-103