Project Samvadh Social

A
Project Report
On
CUSTOMER SATISFACTION SURVEY FOR

FOOD DOSTI SERVICES
Submitted In the Partial Fulfillment Of

Post Graduate Diploma in Management
(PGDM) Degree Course offered by
Balaji Institute of Management & Human

Resource Development (BIMHRD)
Submitted By
SHWETA KUMARI
HRD1613353
2016-2018
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COMPANY CERTIFICATE
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DECLARATION
I, hereby declare that the report entitled CUSTOMER

SATISFACTION SURVEY FOR FOOD DOSTI SERVICES is
based on my learning at SAMVAD SOCIAL TECHNOLOGIES
PVT. LTD
I further declare that this project report is submitted as per
requirement of PGDM curriculum, is my original work and based
on the findings during the project.
I further declare that the personal data and information received
from any respondent has not been shared with any one and is
used for academic purpose only.
This project report would not be submitted in any other institute
for any award of any other deg ree, diploma, fellowship or other
similar title or prices.
This project report would not be submitted in any other degree in
future and no other person will be allowed to copy from this
project in any other form.
If I am found to be guilty of not fulfilli ng the above promises,
my submission can be declared invalid and college has the right
to reject this report.
Date: Shweta Kumari

HRD1613353
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ACKNOWLEDGEMENT
The internship opport unit y I had with Samvad Social Technology Pvt Ltd
was a great chance for learning and professional development. Therefore,
I consider m yself as a very lucky individual as I was provided with an
opportunit y to be a part of it. I am also grateful for having a chance to
meet so many wonderful people and pro fessionals who led me though this
internship period.
I am using this opportunit y to express my deepest gratitude to Mr. Nitin

Lodhe marketing head for Pune region for giving me a chance to work
with the company. I would like to give special thanks to the Mr. Sanjeev
Nave, CEO, who in spite of being extraordinaril y busy with his duties,
took time out to hear, guide and keep me on the correct path and allowing
me to carry out m y project at their esteemed organization and extending
during the training.
I express m y deepest thanks to Mr. Javed Kalim and mentor provided b y

BIMHRD for taking part in useful decision & giving necessary advices
and guidance and arranged all facilities to make m y task easier. I choose
this moment to acknowledge their contribution gra tefull y.
It is m y radiant sentiment to place on record m y best regards, deepest

sense of gratitude to the staffs of Samvad Social Technology Pvt. Ltd and
my parents and friends for their careful and precious guidance which were
extremel y valuable for m y st udy both theoreticall y and practicall y.
I perceive as this opportunit y as a big milestone in m y career

development. I will strive to use gained skills and knowledge in the best
possible way, and I will continue to work on their improvement, in order
to attain desired career objectives.
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TABLE OF CONTENT
COMPANY CERTIFICATE .................................................................. 2
DECLARATION .................................................................................. 3
ACKNOWLEDGEMENT ...................................................................... 4
Chapter 1 - INTRODUCTION ............................................................... 7
1.1 INTRODUCTION TO THE TOP IC ............................................... 7
1.2 STATEMENT OF PROBLEM ..................................................... 12
1.3 NEED FOR THE STUDY ........................................................... 13
1.4 OBJECTIVES OF THE STUDY .................................................. 13
1.5 SOURCE OF DATA .................................................................. 13
1.6 SCOPE OF THE STUDY ............................................................ 13
1.7 QUESTIONNAIRE DESIGN ...................................................... 14
1.8 SAMPLING .............................................................................. 14
1.9 STATISTICAL TOOLS .............................................................. 14
1.10 LIMITATION OF THE STUDY: ............................................... 14
1.11 INTRODUCTION ABOUT THE COMPANY .............................. 14
Chapter 2 - LITERATURE REVIEW ................................................... 17
2.1 MARKET RESEARCH .............................................................. 17
2.2 MARKETING RESEARCH PROCEDURE ................................... 18
2.3 SAMPLING DESIGN ................................................................ 21
2.6 SUMMARY .............................................................................. 22
Chapter 3 - RESEARCH METHODOLOGY .......................................... 23
Chapter 4 - DATA ANALYS IS & INTERPRETATION ......................... 28
Chapter 5 - RESULT AND DISCUSS ION ............................................ 42
Chapter 6 - FINDINGS ....................................................................... 52
Chapter 7 - SWOT ANALYS IS ........................................................... 53
Chapter 7 - RECOMMENDATIONS .................................................... 57
Chapter 8- FUTURE SCOPE OF THE STUDY ..................................... 58
Chapter 10- KEY LEARNING ............................................................. 60
Chapter 11 - BIBLIOGRAPHY ........................................................... 61
APPENDICIES .................................................................................. 62
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EXECUTIVE SUMMARY
Samvad Social is a techno -social initiative based in Pune, India. Its core
values are based on the belief - "Together, We Can." The social platform
has been lapped up by the masses in India with its availabilit y across
devices. If not already, it will soon become the single most effective
medium with an outreach defying the urban -rural divide and geographical
boundaries. At Samvad Social, our Endeavour is to utilize this outreach
productivel y for everyone's benefit. Our aim is to develop and deploy
social applications to carry out and support collaborative initiatives b y
harnessing the power of social platforms. The fact that the initiatives
would be run 'by the people, for the people' is what excites us and is our
main driving factor. Our mission can be summed up in three naturall y
progressive steps; Communicate, Collaborate & Progress .
The internship was aimed towards the launch of the Indias first zero food
wastage platform, i.e., FOOD-DOSTI. Food Dosti is a Pune based
company founded by Sanjeev nave and association with 120+ restaurants.
It Raised $3 million from the promoters. Food Dosti is planning to expand
their business operations to 5 cities in India. Target is to pass 500 dail y
orders before end of the year. Order placement is through mobile app.
Food Dosti would begin charging restaurants 4 percent on customer
repetition. The service does not currentl y make money.
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Chapter 1 - INTRODUCTION
1.1 INTRODUCTION TO THE TOPIC
Customer Satisfaction is the pillar of the marketing concept.
Satisfaction is consumers fulfillment response. It is a judgment

that a product or a service feature or the product or service itself provides
pleasurable level of consumption related fulfillment. Customers
satisfaction influenced by specific product are service features and
b y perceptions of qualit y. It is also influenced by specific service
attributions, and their perceptions The telling factor in the companys
long run fortunes will be the amount o f customer satisfaction that it
managers to generate. But it does not mean the companys sole aim is to
maximize Customer Satisfaction. If that where the case, it should simpl y
put out the b e s t p r o d u c t a n d s e r v i c e i n t h e w o r l d a n d p r i c e i s b e l o w
c o s t . T h e r e b y i t w o u l d b e creating substantial customer satisfaction. But
in the long run it would be also be out of business. Customer Satisfaction like
happiness bet achieved by rendering substantial forma of assistance to
others rather than by direc t pursuit.
Companies that move towards adopting the market concept benefit

themselves and the society. It leads the societys recourse to move in the
direction of social needs, there by b r i n g i n g t h e i n t e r e s t s o f b u s i n e s s
f i r m s a n d t h e i n t e r e s t o f s o c i e t y i n t o h a r m o n i o u s relationship. Thus
the third pillory of the marketing concept aims to achieve good profits by
giving the customer genuine values in the satisfaction. Customer
satisfaction, a business term, i s a m e a s u r e o f h o w p r o d u c t s a n d
services supplied by a company meet or surpass customer
expectation. It is seen as a k e y performance indicator within
business and is part of the four perspectives of a Balanced Scorecard. I n a
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competitive marketplace where businesses compete for customers ,
c u s t o m e r satisfaction is seen as a key differentiator and increasingl y has
become a key element of business strategy. Increasing competition (whether
for-profit or nonprofit) is forcing businesses to pay much more attention to
satisfying customers. (It may help the reader to n o t i c e t h e r o l e o f
customer satisfaction in the overall context of product or service
development and management.
Measuring customer satisfaction

Organizations are increasingl y interested in retaining existing
customers while targeting non-customers; measuring customer
satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.
Customer satisfaction is an ambiguous and abstract concept and the actual
manifestation o f t h e s t a t e o f s a t i s f a c t i o n w i l l v a r y f r o m p e r s o n t o
p e r s o n a n d p r o d u c t / s e r v i c e t o product/service. The state of satisfaction
depends on a number of both psychological and p h ys i c a l v a r i a b l e s
which correlate with satisfaction behaviors such as return and
recommend rate. The level of satisfaction can also vary depending on other
options the c u s t o m e r m a y h a v e a n d o t h e r p r o d u c t s a g a i n s t w h i c h t h e
c u s t o m e r c a n c o m p a r e t h e organization's products. Because satisfaction
is basicall y a psychological state, care should be taken in the effort o f
quantitative measurement, although a large quantity of research in
t h i s a r e a h a s recentl y been developed. Work done by Berry, Brooder
between 1990 and 1998 defined ten 'Qualit y Values' which influence
satisfaction behavior, further expanded by Berry in 2002 and known as the
ten domains of satisfaction. These ten domains of satisfaction include:
Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter -
departmental Teamwork, Front line Service Behaviors, and Commitment
to the Customer and Innovation. These factors are emphasized for
continuous impr ovement and organizational c h a n g e m e a s u r e m e n t a n d
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are most often utilized to develop the architecture
f o r satisfaction measurement as an integrated model. Work done b y
Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis
for the measurement of customer s a t i s f a c t i o n w i t h a s e r v i c e b y u s i n g t h e
g a p b e t w e e n t h e c u s t o m e r ' s e x p e c t a t i o n o f performance and their
perceived experience of performance. This provides the measurer with a
satisfaction "gap" which is objective and quantitative in nature . Work done
by Cronin and Taylor propose the "confirmation/disconfirmation" theory of
combining the " g a p " d e s c r i b e d b y P a r a s u r a m a n , Z e i t h a m l a n d
Berry as two different m e a s u r e s (perception and expectation of
performance) into a single measurement of perform ance according to
expectation. According to Garbrand, customer satisfaction equals
perception of performance divided by expectation of performance. The
usual measures of customer satisfaction involve a survey with a set of
statements using a Likert Technique or scale. The customer is asked to
evaluate each statement and in term of their perception and expectation of
the performance of the organization being measured.
Customer Loyalty
"It takes a lot less money to increase your retention of current
customers than to find new ones-but I know I don't give it as much effort as
I should because it does take a lot of energy and effort!"
Strategize And Plan For Loyalty!

Do you even have a specific plan for building customer loyalty?
I bet you haven't given it as much thought as you should - because to tell
the truth I need to give it more effort also.
If you currently retain 70 percent of your customers and you start a program
to improve that to 80 percent, you'll add an additional 10 percent to your
growth rate.
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Particularly because of the high cost of landing new customers versus the
high profitabilit y of a loyal customer base, you might want to reflect upon
your current business strategy.
These four factors will greatly affect your ability to build a loyal customer base:
1. Products that are highly differentiated from those of the competition.
2. Higher-end products where price is not the primary buying factor.
3. Products with a high service component.
4. Multiple products for the same customer.
Market to Your Own Customers!

Giving a lot of thought to your marketing programs aimed at current
customers is one aspect of building customer loyalt y. When you buy a new
car, many dealers will within minutes try to sell you an extended warrant y,
an alarm system, and maybe rust proofing. It's often a very easy sale and
costs the dealer almost nothing to make. Are there additional products or
services you can sell your customers. Three years ago my house was
painted, and it's now due for another coat. Why hasn't the painter called or
at least sent a card? It would be a lot less expensive than getting new
customers through his newspaper ad, and since I was happy with his work I
won't get four competing bids this time. Keep all the information you can on
your customers and don't hesitate to as k for the next sale.
Use Complaints To Build Business!

When customers aren't happy with your business they usually won't
complain to you -instead, they'll probabl y complain to just about everyone
else they know - and take their business to your competition next time.
That's why an increasing number of businesses are making follow-up calls or
mailing satisfaction questionnaires after the sale is made. T h e y f i n d t h a t i f
they promptly follow up and resolve a customer's complaint, the
customer might be even mo re likel y to do business than the average
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customer who didn't have a complaint. In many business situations, the
customer will have many more interactions after the sale with technical,
service, or customer support people than they did with the sales peopl e. So if
you're serious about retaining customers or getting referrals, these
interactions are the ones that are really going to matter. They really should
be handled with the same attention and focus that sales calls get because in a
way they are sales calls for repeat business.
Reach Out To Your Customers!

Contact . . . contact . . . contact with current customers is a
g o o d w a y t o b u i l d t h e i r loyalt y. The more the customer sees someone
from your firm, the more likel y you'll get t h e n e x t o r d e r . S e n d
Christmas cards, see them at trade shows, stop by to make sure
everything's okay. Send a simple newsletter to your customers -tell them
about the great things that are happening at your firm and include some
useful information for them. Send them copies of any media clippings
about your firm. Invite them to free seminars. The more they know about
you, the more they see you as someone out to help them, the more they
know about your accomplishments -the more loyal a customer they will be.
Loyal Customers and Loyal Workforces

Building customer loyalty will be a lot easier if you have a loyal
workforce-not at all a given these days. It is especiall y important for you
to retain those employees who interact with customers such as sales people,
technical support, and customer-service people. Many companies give a lot of
attention to retaining sales people but little to support people. I've been
fortunate to have the same great people in customer service for years -and the
compliments from customers make it clear that they really appreciate
specific people in our service function. The increasing trend today is to
send customer -service and technical-support calls into queue for the next
available person. This builds no personal loyalty and probably less loyalty
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for the firm. Before you go this route, be sure this is w h a t yo u r c u s t o m e r s
prefer. Otherwise I'd assign a specific support person to every
significant customer.
MARKETTING JOB IS TO CONVERT SOCIETAL NEEDS IN TOPROFITABLE

OPPORTUNITIES.
Definition of marketing as follows
Marketing is a social managerial process by which individuals and
group obtain what the need and want through creating. Offering and
exchanging products of value with others. T h i s d e f i n i t i o n o f m a r k e t i n g
r e s t s o n t h e f o l l o w i n g c o r e c o n c e p t s n e e d s , w a n t s a n d elements,
products (goods, services and ideas); value cost and satisfaction exchange
and transactions, relationships and networks, markets and marketers and
prospects.
THE MAKETING CONCEPT

The marketing concept hold that key to achieving organiz ations
goals consists of being m o r e e f f e c t i v e t h a n c o m p e t i t o r i n i n t e g r a t i n g
m o r e e f f e c t i v e t h a n c o m p e t i t i v e i n integrating marketing activities
towards determining and satisfying the needs and wants of target
markets.
1.2 STATEMENT OF PROBLEM

The objective of every company would be ensuring customer
s a t i s f a c t i o n f o r t h e customer satisfaction would create loyal customers.
Measuring customer satisfaction is always a challenge, as customer either
would not disclose or sometimes do not assess their satisfaction level
clearl y. Many times the customer can not specify the reasons for his
satisfaction.
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1.3 NEED FOR THE STUDY
Food Dosti believes in satisfactory delivery of service quality

t o t h e customer, but due to unknown reasons that the customer satisf action
analyzed by the company is not up to the mark. The company intends to find out the
causes and remedies for the low customer satisfaction.
1.4 OBJECTIVES OF THE STUDY

The following are the objectives of the study to solve the problem. They are:
Primary Objectives
To identify the factor affecting the satisfaction level of customer.
Secondary Objectives
To Study customer perception on the Food Dosti services.
To Identify Gaps and suggest course of Action.
To Identify Potential customer for Food Dosti.
1.5 SOURCE OF DATA
Primary Data
The Primary Data is collected through questionnaire survey to customers.
Secondary Data
Information is gathered from company profile, website and book Consumer
Behaviors author by Leon G. Schiffman, Joseph Wisenblit and S Ramesh Kumar
1.6 SCOPE OF THE STUDY

The scope of the study is to find out the customer sat isfaction with
reference to Pune City. The study covers the different aspects of customer
satisfaction. This has been conducted in Pune Area. Data have been collected from
customer by a p e r s o n a l i n t e r v i e w . T h e r e s e a r c h e r t o o k 8 w e e k s t o s t u d y
t h e e n t i r e c u s t o m e r s perception.
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1.7 QUESTIONNAIRE DESIGN
Questionnaire Design is prepared on the basis of the following parameters.
Customers satisfaction
Customer Awareness
QUESTIONNAIRE ADMINISTRATION
Information is gathering through questionnaires from customers of Pune Zone.
1.8 SAMPLING
Population =50000
Sample Size=100
Sample unit =Customers of Pune Cit y
1.9 STATISTICAL TOOLS

For data analysis statistical tools used are simple percentage and chi- square test.
1.10 LIMITATION OF THE STUDY:

1. The study confined to the Pune Zone.
2. T h e t i m e s p e n t w a s l i m i t e d d u e t o w h i c h t h e e x h a u s t i v e
s t u d y c o u l d n o t b e conducted.
3. Quality of information is based on the degree of brand awareness
among customer
1.11 INTRODUCTION ABOUT THE COMPANY

Samvad Social is a techno-social initiative based in Pune, India. Its core values
are based on the belief - "Together, We Can." The social platform has been lapped up by
the masses in India with its availability across devices. If not already, it will soon become
the single most effective medium with an outreach defying the urban-rural divide and
geographical boundaries. At Samvad Social, our Endeavour is to utilize this outreach
productively for everyone's benefit. Our aim is to develop and deploy social applications
to carry out and support collaborative initiatives by harnessing the power of social
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platforms. The fact that the initiatives would be run 'by the people, for the people' is what
excites us and is our main driving factor. Our mission can be summed up in three
naturally progressive steps; Communicate, Collaborate & Progress.
About Food Dosti
Food Dosti is a Pune based company founded by Sanjeev nave and

association with 120+ restaurants. It Raised $3 million from the
promoters. Food Dosti is planning to expand their business operations to 5
cities in India. Target is to pass 500 daily orders before end of the year.
Order placement is through mobile app .
Food Dosti would begin charging restaurants 4 percent on customer

repetition. The service does not currentl y make money.
Features:
Consumer
Get rewarded for not wasting food

Make the most of Portion Saver Option
Get access to all your Offers at your fingertips
Search and Locate nearest Food Dosti Restaurants
Redeem Food Dosti Rewards at any participating restaurant
Restaurant
Get recognized as a Zero Food Wastage Restaurant
Create and share customized Offers
Reduce the waste footprint at your restaura nt
Integrated easy to use CRM
Grow your customer reach
Win customer Loyalty
Up-cycle your surplus food seamlessl y
Earn CSR Credits
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Non Profit
Easy access to food for up -cycling

Food availabilit y at multiple sources
Reserve food at your fingertips
Get reports on claims and dispatches
Receive Live notifications
Landing Page data
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Chapter 2 - LITERATURE REVIEW
2.1 MARKET RESEARCH

Market research is defined as function that links the consumer,
customer, and public to the marketer through information -information
used to identify and define marketing opportunities and problems; to
generate, refine, and evaluate marketing actions; to monitor marketing
performance; and to improve understanding of the marketing process.
Marketing research speci fies the information required to address these
issues, designs the methods for collecting information, manages and
implements the data collection process, anal yzes, and communicates the
findings and their implications.. .
Briefl y it is a systematic design , collection, anal ysis, and reporting

of data and findings relevant to a specific marketing situation facing the
company, allows management to make the changes necessary for better
results through adopting a proactive approach. Therefore, if a company
wants to know what type of products or services would be profitable it
should make a market research. Furthermore, a comprehensive research
will enable the company to know about the product imperfections (if there
are) and to know if it has been able to satisf y customers needs. It
attempts to provide accurate information that reflects a true state of
affairs. Due to market research the company can formulate a viable
marketing plan and estimate the success of its existing plan.
There are two main sources of mar keting research information:
Primary marketing research is collected for the first time if the company
has enough money to finance it, but in most case it is the second more
accurate one. It is original and collected for a specific purpose, or to
solve a specific problem. Primary research delivers more specific results
than secondary research, more expensive and time consuming, which are
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an especiall y important consideration when the company is launching a
new product or service.
There are many ways to co nduct primary research. By customizing

tried-and-true approaches, focus groups, surveys, field tests, interviews or
observation, you can gain information about your target market. Primary
research is generall y based on sampling techniques and requires stat istical
methodologies. The sample size could be as small as 1 percent of the
market and thus the information and results gathered are highly accurate.
Secondary marketing research or desk research is generall y used when a
company considering, extending a business into new markets or adding
new services or product lines, because it alread y exist in one form or
another. This information is based on studies previousl y performed by
government agencies, chambers of commerce, trade associations, and
other organizations. There are number of sources available to the
marketers, which are the following: Business libraries, Public records,
Trade associations, Websites, National/international governments,
Informal contacts and Professional institutes and organizations. That is
why secondary research is relativel y cheap, and can be conducted quite
quickl y. However, its main disadvantage is that the information gathered
may be old and obsolete; therefore results of anal ysis may be inaccurate.
2.2 MARKETING RESEARCH PROCED URE

Stage-1 Research Purpose:
The first step in the procedure of market research is to define research purpose.
Research purpose is usually not very well defined or fully understood. The procedure of
fully and accurately defining and understanding research purpose always requires efforts.
The research purpose is typically developed as result of recognizing and understanding
problem. This problem is usually generated by realization of fissure between expected
out come and the outcome in reality.
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It is also important to define reason of problem that where that problem occurred. The
problem definition is the point on which the whole arrangement is formed.
Stage-2 Research Objectives:
Research objective is accurate report about required in sequence. It understands

problem statement more accurately and in more understandable way. Research objectives
are designed in such a way that chore of finding required information fully provide the
research purpose.
Stage-3 Estimating the Value of Research information:
After defining research purpose, objectives and scope it is also very significant to
estimate value of information needed or the value of research problem that will possibly
be replied in research question.
Stage-4 Research Design:
Research design is in general structure or framework of research that is developed

in order to conduct research.
Research design may include following tasks
Primary and Secondary Data analysis:
There are two types of data analysis
Primary data is data that research needs to collect by himself more specific to
research conducted. Primary data is usually collected through questionnaire surveys,
interviews, and focus groups etc.
Secondary data is not first-hand data as primary research it is the data that already
is available like journals, books, articles, company records etc.
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Qualitative and Quantitative Research:
After selecting type of data required for research it is decided that what medium
of data is required. Research can be through quantitative or qualitative or both depending
on the wish of researcher.
Stage-5 Data Collection:
After preparing questionnaire the next job is to practically get into filed and
distribute questionnaires among group of respondents. It can also be done through On
line surveys,
Phone conversations,
Face to face interviews
In larger scale marketing research full dedicated field team or person may be required in
order.
Stage-6 Data Analysis:
After gathering of data it is then procedures to derived results in order to change

them in conclusion, data analysis can be conducted with two methods manual or
computer based data analysis. There can be different types of mathematical formulas can
be used on data that is collected from questionnaires. It can also be checked for precision
and soundness.
Stage-7 Reporting Results and Pre sentation:
The Last and final part of research procedure is to write down in black and white
whole project findings and write report that replies that specific research question that
was identified at initiation of research. Research report also includes research loom
adopted, design, collection and analysis of data together with all results of data. This
report should be in the form to be prepared for decision makers to be used in decision
maker procedure.
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2.3 SAMPLING DESIGN
Generall y, a researcher emplo ys sampling strategies in order to
generate statistics and generalize findings to a larger population.
Sampling refers to the process of selecting individuals from a larger group
of people and drawing conclusion that are an accurate representation of
how the larger group of people acts or what they believe.
Stratified Random Sampling

Stratified random sampling is a method of sampling that involves
the division of a population into smaller groups known as strata. In
stratified random sampling, the strata are formed based on members'
shared attributes or characteristics. A random sample from each stratum is
taken in a number proportional to the stratum's size when compared to the
population.
1. Define the population.
2. List all members of the population.
3. Select the sample by employing a procedure where sheer chance
determines which members on the list ar e drawn from the sample.
Step-by-step method for determining reliability of data
As soon as data collection begins, steps can be taken to ensure the
data is reliable. Following these steps will allow insight into whether or
not enough data has been collec ted to provide reliable (95% certaint y)
information:
Determine coding scheme for data .

Depending on the options that survey and interview respondents have
to answer questions, the data will have to be coded for each question.
Given the t ype of informati on most state programs seek through
interviews and surveys, this data should be able to be divided into two
categories. For instance, if the question is a yes or no question, then one
category would be yes, the other would be no. If the question asks
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participants to place items into a Likert scale, then two categories would
be created in order to determine which half of the Likert scale the data
favored (with the total number of neutral answers being counted, divided
by two, and placed equall y into each of the two categories).
Code responses . Code your responses to each answer in order to
determine which of the two categories created for each question the
answer would fit. Once you have coded all of the answers,
determine how many answers fall into each of t he two divisions.
Compute reliability. Although you will have a random sample to
use at this point, you will not likel y be able to interview or survey
all of the people in that sample. This is acceptable, as the entire
15% will likel y not be needed in order to come to a reliabl e
conclusion (although, in some rare cases where enough responses
cannot be obtained from the participants originall y selected, the
original population must be re -visited to find more randoml y
selected sampling units).
2.6 SUMMARY
Questionnaires are useful tools if proper l y designed and
administered.
Well-constructed questionnaires can yield valuable and often novel
information relatively inexpensivel y and often novel information
relativel y inexpensivel y.
A questionnaire is a vehicle allowing communication between the
researcher and the subject between the researcher and the subject .
A good questionnaire is the product of testing and retesting .
Where ever possible, construct or use a valid and reliable tool, or
test its validit y and reliabilit y.
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Chapter 3 - RESEARCH METHODOLOGY
A) Introduction:
For any project report to be effective and fruitful is essential to have a proper
research design .A research design is the arrangement of condition for collection and
analysis of data is a way in which combine relevance to research purpose with economy
is procedure.
The research design of the researcher undertaken constitutes following factors.
a) Purpose of study.
b) Selection of study.
c) Statement of problem.
d) Sample Area.
a) Purpose of study
The purpose of study undertaken is mentioned here under,
A) Apart from academic necessity the study provides a full exposure to the researcher of
the corporate world.
B) The Company also stands to benefit through the study. The company may use the
data provided by the researcher and hence where the company needs to improve in
comparison with the competitors.
C) Company may devise new strategies for future to deal with the competitors
efficiently
b) Selection of topic
Selection of topic chosen by the researcher was Customer Satisfaction Survey
for Food Dosti Services. Researcher chose this title after an in-depth consultation with
the manager of the company.
A topic gave researcher full exposure of the company and it will definitely help in
all my future endeavors.
Page | 23
Title of project study:
CUSTOMER SATISFACTION SURVEY FOR FOOD DOSTI

SERVICES
c) Statement of problem
This is one of the critical factor that researcher should

undertaken statement of problem enlighten the problem faced by the
company.
Today there is cut throat competition in each and every fiel d and
also customer lifestyle, consumption pattern are a lso changing therefore
company want to know what the customer satisfaction for their product is.
On the basis of different variables which marketing strategy will be
helpful for increasing market Share. Therefore work assigned to
researcher was measuring customer satisfaction for Food Dosti in
reference to Pune city.
B) RESEARCH DESIGN:
Introduction
Research in common parlance refers to search for knowledge. One

can also define research as a scientific and systematic search for pertinent
information on a specific topic. In fact research is an art of scientific
investigation.
Research is the process of systematic and in -depth study or
search for any particular topic, subject or area of investigation,
backed by the collection, compilation, presentation, and interpretation
of relevant details or data.
Some people consider research as a movement, a movement from the known to the
unknown. It is actually a voyage of discovery. We all poses the vital inquisitive makes us
probe and attain full and fuller understanding of the unknown This inquisitiveness is the
Page | 24
mother of all knowledge and the method , which man employs for obtaining the
knowledge of whatever the unknown , can be termed as research. Research is an
academic activity and as such the term should be used in a technical sense. According to
Clifford woody research comprise define and redefines problems, formulating hypothesis
or suggested solutions; Collecting, organizing and evaluating data; making deduction and
reaching conclusion; and at last carefully testing the conclusion to determine whether
they fit the formulation hypothesis. D. Salinger and M. Stephenson in the Encyclopedia
of social science define research as the manipulation of thing, concept or symbols for the
purpose of generalizing to extend, correct or verify knowledge, whether that knowledge
aids in construction of theory or in the practice of an art. Research is thus an original
contribution to the existing stock of knowledge making for its advancement. It is the
pursuit of truth with the help of study, observation, comparison and experiment. In short,
the search for knowledge through objective and systematic method of finding solution to
a problem is research. The systematic approach concerning generalization and the
formulation of the theory is also research. As such the term research refer to the
systematic method consisting of enunciating the problem, formulation a hypothesis,
collecting the fact or data, analyzing the fact and reaching certain conclusion either in the
form of solution (s) toward the concerned problem or in certain generalization for some
theoretical formulation.
A) DATA SOURCE
1) Primary Data
The data was gathered from structured questionnaire, which becomes the
part of primary data.
2) Secondary Data
The secondary data collected by following sources:
Company brochure, company pamphlet and various restaurants.
Page | 25
C) SAMPLE DESIGN
It is way of selecting sample.
Sample Unit
Researcher had taken customer as a sampling unit who visited to

Food Dosti Restaurant.
Sample Size
For the purpose of study researcher had taken 100 customers in

Pune.
D) SAMPLE AREA
1) Viman Nagar Pune
2) Kondhwa Pune
3) Waked Pune
4) NIBM Pune
5) Yerwada Pune
Sampling Technique
The area under study was selected on the basis of the judgment and experience of
my project guide, Stratified Random sampling method (Probability Sampling Method)
was adopted for selecting the area.
In the selected area restaurant were selected areas wise.
Research instrument
Researcher has used questionnaire as a research instrument for collection of primary data.
Statistical Tools
For the anal ysis of data researcher has used table, histogram and pie chart
etc and some statistical tools like simple percentage for measuring market
share and market potential .
Page | 26
Overview of the research process: -
1. Planning of study: This comprises of defining the problem and research
objectives.
2. Developing the research plan: This comprises of deciding on data
sources, research approaches, and research instruments, sampling plans
and contacts methods.
3. Gathering of the information.
4. Interpretation of the information and presenting the findings.
Limitation of the study:-

1) Some restaurant refused to cooperates with researcher.
2) The no. of restaurant interact were limited so the satisfaction might
differ for the reported findings in the project.
3) Data anal ysis is done with the help of responses given by respondents.
4) Due to onl y 60 day is time limit and resources, constrains, the scope of
the project was limited.
5) As the information has been presented after taki ng survey of particular
PUNE area hence findings and suggestion cannot match or applied within
geographicall y different market.
Page | 27
Chapter 4 - DATA ANALYSIS & INTERPRETATION
Q1.DO YOU USE FOOD DOSTI APP?

Valid Cumulative
Frequency Percent Percent Percent
Valid YES 24 24.0 24.0 24.0
NO 76 76.0 76.0 100.0
Total 100 100.0 100.0
Interpretation: - Form above frequency distribution table & Pie Chart it

can be concluded that, 24% respondents are using Food Dosti app,
whereas 76% respondents are not using Food Dosti Application .
Page | 28
Q2.HOW OFTEN YOU VISIT FOOD DOSTI RESTAURANT?
Valid Cumulative
Valid once in a week 10 10.0 10.0 10.0
once in two
15 15.0 15.0 25.0
week
once in month 56 56.0 56.0 81.0
twice a month 19 19.0 19.0 100.0
Total
100 100.0 100.0
Interpretation: - From above frequency distribution table & Pie Chart it

can be concluded that, 56% respondents visit Food Dosti Restaurant once
in a month, 19% respondents visit Food Dosti Restaurant twice a month,
15% respondents visit Food Dosti Restaurant once in two week, 10%
respondents visit Food Dosti Restaurant once in a wee k.
Page | 29
Q3.ARE YOU SATISFIED WITH FOOD DOSTI APP
SERVICE?
Valid Cumulative
Valid Yes 14 14.0 14.0 14.0
NO 10 10.0 10.0 24.0
Non Users 76 76.0 76.0 100.0
Total 100 100.0 100.0

can be concluded that, 76% respondents are not using Food Dosti App,
14% respondents are satisfied with the services provided by Food Dosti
App, and 10% respondents are not satisfied with the services provided by
Food Dosti app.
Page | 30
Q4. ARE YOU SATISFIED WITH SERVICES
PROVIDED BY FOOD DOSTI RESTAURANT?
Valid Cumulative
Valid YES 35 35.0 35.0 35.0
NO 65 65.0 65.0 100.0
Total 100 100.0 100.0

can be concluded that, 65% are not satisfied with the services provided by
Food Dosti Restaurant, whereas 35% are satisfied with the services
provided by Food Dosti Restaurant.
Page | 31
Q5.HOW SATISFIED ARE YOU WITH CASH BACK POLICIES OF
THE FOOD DOSTI RESTAURANT?
Valid Cumulative
Valid HIGHLY
30 30.0 30.0 30.0
DISSATISFIED
DISSATISFIED 34 34.0 34.0 64.0
NEUTRAL 9 9.0 9.0 73.0
SATISFIED 13 13.0 13.0 86.0
HIGHLY
14 14.0 14.0 100.0
SATISFIED
Total 100 100.0 100.0
Interpretation: - From above frequency distribution table & Bar Chart it

can be concluded that, 30% respondent are highl y dissatisfied, 34%
respondent are dissatisfied , 9% are neutral, 13% are satisfied, 14% are
highl y satisfied with cash back policies of the Food Dosti Restaurant.
Page | 32
Q6.HOW SATISFIED ARE YOU WITH PORTION FOOD
ORDERING OF THE FOOD DOSTI RESTAURANT?
Valid Cumulative
Valid HIGHLY
25 25.0 25.0 25.0
DISSATISFIED
NEUTRAL 3 3.0 3.0 75.0
SATISFIED 17 17.0 17.0 92.0
HIGHLY
8 8.0 8.0 100.0
SATISFIED
Total 100 100.0 100.0
Interpretation:- From above frequency distribution table & Bar Chart it

respondent are dissatisfied, 3% are neutral, 17% are satisfied, 8% are
highl y satisfied with Portion Food ordering of the Food Dosti Restaurant
Page | 33
Q7.HOW SATISFIED ARE YOU WITH DISCOUNTS OFFER OF
Valid Cumulative
Valid HIGHLY
20 20.0 20.0 20.0
DISSATISFIED
NEUTRAL 4 4.0 4.0 79.0
SATISFIED 13 13.0 13.0 92.0
HIGHLY
8 8.0 8.0 100.0
SATISFIED
Total 100 100.0 100.0

highl y satisfied with Discount offer of the Food Dosti Restaurant.
Page | 34
Q8.HOW SATISFIED ARE YOU WITH TASTES PROVIDED BY
Valid Cumulative
Valid HIGHLY
7 7.0 7.0 7.0
DISSATISFIED
NEUTRAL 9 9.0 9.0 38.0
SATISFIED 54 54.0 54.0 92.0
HIGHLY
8 8.0 8.0 100.0
SATISFIED
Total 100 100.0 100.0

highl y satisfied with Taste Provided by Food Dosti Restaurant.
Page | 35
Q9.HOW SATISFIED ARE YOU WITH THE REWARD POINT S
PROVIDED BY FOOD DOSTI RESTAURANT?
Valid Cumulative
Valid HIGHLY
10 10.0 10.0 10.0
DISSATISFIED
NEUTRAL 3 3.0 3.0 75.0
SATISFIED 17 17.0 17.0 92.0
HIGHLY
8 8.0 8.0 100.0
SATISFIED
Total 100 100.0 100.0

highl y satisfied with the Reward Points Provided by Food Dosti
Restaurant.
Page | 36
Q10.DO YOU EVER LEAVE FOOD UNFINISHED ON THE
TABLE?
Valid Cumulative
Valid NEVER 15 15.0 15.0 15.0
OCCASS ION
61 61.0 61.0 76.0
ALLY
MANY
24 24.0 24.0 100.0
TIMES
Total 100 100.0 100.0

can be concluded that, 61% respondents Occasionall y leave Food on the
table, 24% respondents leave Food many times on the table, and 15%
respondents are never leave Food on the table.
Page | 37
Q11. WHAT COULD BE THE REASONS FOR FOOD WASTAGE ON
THE TABLE?
Valid Cumulative
Valid the preparation is
55 55.0 55.0 55.0
not as desired
too full to finish
everything that 23 23.0 23.0 78.0
served
large portion size 22 22.0 22.0 100.0
Total 100 100.0 100.0

can be concluded that, 55% of the respondents agreed that the reason for
Food wastage on the table is because of the preparation is not as Desired ,
23% of the respondents agreed that the food is too full to finish that
served is the reason for Food wastage on the table , and 22% respondents
agreed that the reason for Food wastage on the table is because of the
large portion size.
Page | 38
Q12. IF THERE IS STILL FOOD LEFT WHEN YOU ARE DONE,
WHAT WOULD YOU DO?
Valid Cumulative
Valid leave it 63 63.0 63.0 63.0
take a parcel and
25 25.0 25.0 88.0
eat later
take a parcel and
9 9.0 9.0 97.0
give it away
take a parcel but
3 3.0 3.0 100.0
not sure about later
Total 100 100.0 100.0

can be concluded that, 63% of the respondents agreed that, they leave the
Food when they are done, 25% of the respondents agreed that, they take
a parcel and eat later, 9% respondents agreed that they take a p arcel and
give it away when they are done, 3% of the respondents agreed that, they
take a parcel but not sure about later .
Page | 39
Q13.WHAT COULD HELP IN SAVING THIS WASTAGE?
Valid Cumulative
Valid abilit y to order half
portion in 18 18.0 18.0 18.0
restaurant
incentives like cash
back freebies for
19 19.0 19.0 37.0
finishing all that is
served
knowing that the
food that is not
wastage will 46 46.0 46.0 83.0
actuall y feed a
needy
all of these 17 17.0 17.0 100.0
Total 100 100.0 100.0

can be concluded that, 46% of the respondents agreed that, the abilit y to
order half portion in restaurant is the reason to save wastage, 19 % of the
respondents agreed that, incentives like cash back freebies for finishing
all that is served is the reason to save wastage, 18 % respondents agreed
Page | 40
that knowing that the food that is not wastage will actuall y feed the
needy, and 17% of the respondents agreed that, all of the above are the
reason to save wastage.
Page | 41
Chapter 5 - RESULT AND DISCUSSION
Statement
There is significant relationship between customer satisfaction and
cash back policies.
Tools & Technique
Chi Square contingency
Dependent variable- cash back policies
Independent Variable- customer Satisfaction
Discussion
Respondents were ask to state their satisfaction level against Dependent
variable. For this Researcher has given 5 Likert scale (5 - highly
Dissatisfied, 4 - Dissatisfied, 3 - Neutral, 2- Satisfied, 1 - Highly Satisfied).
H0= There is no significant relationship between customer satisfaction
and cash back policies.
H1= There is significant relationship between customer satisfaction and
cash back policies.
Crosstab
Count
Q5.HOW SATISFIED ARE YOU
WITH CASH BACK POLIC IES OF
HIGHL HIGHL
Y Y
DISSAT DISSAT NEUTR SATISFI SATISFI
ISFIED ISFIED AL ED ED Total
Q4. ARE YOU YE
8 11 4 6 35
SATISFIED S
Page | 42
WITH NO
SERVICES
PROVIDED
BY FOOD 22 23 5 8 65
DOSTI
RESTAURANT
?
Total 30 34 9 13 14 100
Chi-Square Tests
Asymptotic
Significanc
Value Df e (2-sided)
Pearson Chi-Square 2.464 a 4 .651
Likelihood Ratio 2.457 4 .652
Linear-by-Linear
2.036 1 .154
Association
N of Valid Cases 100
2 =
2.464
df = 4
p = .651
Conclusion
p value (.651) is more than level of significance ( =0.05). Hence, Null
Hypothesis is accepted.
Page | 43
Statement
Portion Food Ordering.
Tools & Technique
Dependent variable - Portion Food Ordering
Discussion
and Portion Food Ordering
Portion Food Ordering
Crosstab
Count
WITH PORTION FOOD ORDER ING
OF THE FOOD DOSTI
RESTAURANT?
HIGHL HIGHL
Y Y
Q4. ARE YOU YE
5 17 2 2 35
SATISFIED S
Page | 44
WITH NO
SERVICES
PROVIDED
BY FOOD 20 30 1 6 65
DOSTI
RESTAURANT
?
Total 25 47 3 17 8 100
Chi-Square Tests
Asymptotic
Significanc
Linear-by-Linear
1.980 1 .159
Association
2 =
6.580
df = 4
p = .160
Conclusion
Page | 45
Statement
Discount offers.
Tools & Technique
Dependent variable - Discount offers
Discussion
variable. For this Researcher has given 5 Likert scale (5- highly
and Discount offers
Discount offers
Crosstab
Count
WITH DISCOUNTS OFFER OF THE
FOOD DOSTI RESTAURANT?
HIGHL
HIGHLY Y
Q4. ARE YOU YE
4 20 4 2 35
SATISFIED S
Page | 46
WITH NO
SERVICES
PROVIDED
BY FOOD 16 35 0 6 65
DOSTI
RESTAURANT
?
Total 20 55 4 13 8 100
Chi-Square Tests
Asymptotic
Significanc
Linear-by-Linear
.536 1 .464
Association
2 =
9.872
df = 4
p = .043
Conclusion
Page | 47
Statement
Taste.
Tools & Technique
Dependent variable - Taste
Discussion

and Taste
Taste
Crosstab
Count
WITH TASTES PROVIDED BY THE
FOOD DOSTI RESTAURANT?
HIGHL HIGHL
Y Y
DISSAT DISSAT NEUTR SATISF SATISF
ISFIED ISFIED AL IED IED Total
Q4. ARE YOU YE
3 5 3 2 35
SATISFIED S
Page | 48
WITH NO
SERVICES
PROVIDED
BY FOOD 4 17 6 6 65
DOSTI
RESTAURANT
?
Total 7 22 9 54 8 100
Chi-Square Tests
Asymptotic
Significance (2-
Value df sided)
Linear-by-Linear Association .336 1 .562
2 =
2.791
df = 4
p = .003
Conclusion
p value (.003) is more than level of significance ( =0.05). Hence,
Alternative Hypothesis is accepted.
Page | 49
Statement
Reward Points.
Tools & Technique
Dependent variable - Reward Points
Discussion
Dissatisfied, 4 - Dissatisfied, 3- Neutral, 2- Satisfied, 1 - Highly Satisfied).

and Reward Points
Reward Points
Crosstab
Count
WITH THE REWARD POINTS
PROVIDED BY FOOD DOSTI
RESTAURANT?
HIGHL HIGHL
Y Y
DISSAT DISSAT NEUTR SATISF SATISF
ISFIED ISFIED AL IED IED Total
Q4. ARE YOU YE
3 19 2 2 35
SATISFIED S
Page | 50
WITH NO
SERVICES
PROVIDED
BY FOOD 7 43 1 6 65
DOSTI
RESTAURANT
?
Total 10 62 3 17 8 100
Chi-Square Tests
Asymptotic
Significanc
Linear-by-Linear
.909 1 .340
Association
2 =
4.706
df = 4
p = .319
Conclusion
Page | 51
Chapter 6 - FINDINGS
Since, every individual is allocated 5 localities each for doing market

survey and understand the behavior of the market. So the findings of each
localit y are presented as under.
Findings
1) 76% of Respondents are not using Food Dosti Application.

2) 56% of respondents visit Food Dosti Restaurant once in month.
3) 65% of the Respondents are not satisfied with the Service provided b y
Food Dosti Restaurant
4) 34% of Respondents are dissatisfied and 30% Respondents are Highl y
Dissatisfied with cash back policies .
Dissatisfied with portion Food ordering.
Dissatisfied with Discount offers.
7) 54% of Respondents are satisfied and 8% Respondents are Highl y
satisfied with Taste.
dissatisfied with the Reward Points
9) 61% of Respondents leave Food occasionall y on the table.
10) 23% of the Respondents agreed that the food is too full to finish
that served.
11) 63% of the respondents agreed that, they leave the Food when they
are done.
12) 46% of the respondents agreed that, the abilit y to order half portion
in restaurant is the reason to save wastage.
Page | 52
Chapter 7 - SWOT ANALYSIS
Strengths
It is the Indias first zero Food Wastage Platform .

It has tie up with 120+ plus restaurants in Pune.
Offers a variet y of food along with combo meals.
The chain was one of the earliest entrants into the supermarket
arena.
Weakness
Company policies does not match the expectations of restaurant

owners which results in the dissatisfaction
Food Dosti doesnt advertise and promot e effectivel y to create its
customer base.
Insufficient man power which results in low performance
App is not that techno -savvy which needs an improvement.
App doesnt have online food delivery option
Opportunities
They are the onl y start up in the market who deals with new idea .
Venturing into newer markets.
Company should tie up with NGOs to increase data base .
Provide more offers and home delivery.
Threats
Service provided by company is not satisfactory and customer

oriented. So there is a threat of setting down the business.
Due to non performance of the business, funding sources are
Page | 53
reducing graduall y.
Unorganized and unplanned strategies and policies of the company
is leading towards non performance in the market .
Market Share
1) Theyve grown to become Indias first zero Food Wastage .
2) Food Dosti has quite steadil y shaped the mark et towards customer
repetition and Food wastage, instead of ordering Food . This has helped us
gather a lion share of the customer repetition and Food wastage and
propel us towards a leadership position in the market.
Growth
India is a market with huge potential where the scope for growth is
immense. However, with internet penetration , it is onl y logical to target
the more cosmopolitan Tier I cities which have a sizable working
population with mature internet users.
Weve seen a steady growth in traffic since our launch last year. However,
the focus has reall y always been on qualit y traffic & targeting potential
customers, which we have been able to achieve very successfull y. We are
growing by 25-30% every month.
Currentl y we get around 1200 -1500 unique visito r a day.
Market Strategy
Being an ecommerce business, we believe it is best to target our potential
customers when they are online in front of their computer screens, in
encourage them to try us out. Hence our focus has majorl y been on digital
marketing channels.
Page | 54
We believe in providing th e best customer experience on our app and
hence our product is continuousl y evolving adding new features almost
every other wee k. We launched our mobile app is launched in last year
and is being very well received. We hav e already seen more than 1000 app
downloads which is a clear indicator of the need for innovation in the
space and we are happy to take the lead.
Popularity
Food Dosti has over 3000 likes on Facebook, 383 and a thriving campaign
tempting people to try them out. What sets them apart from their
competitors is that t hey are able to take a Local brand and make it country
specific, and market themselves accordingl y.
They know what their consumers want, and they know how to get it to
them. Food Dosti has been able to distinguish itself in a market that is
seeing a growin g number of populations towards this platform .
Forward Expansion
Food Dosti is looking to expand to even more. The company is growing
through tremendous changes with its each ini tative being taken. The
company targets to have a client base of 2500 premium hotels,
restaurants, etc and a customer data base of 10 lakhs customers. The
company is also looking forward to have tie ups with NGOs. The company
is going to start its advertis ement through newspaper and radios.
Order rate at Food Dosti

We earn revenue from this commission we earn from restaurants on ever y
successful visit . In terms of traffic, we get around 1200 to 1500 visitors
each day. The average value of each order ranges between Rs 500 to Rs
550.
Tie ups with restaurants
Page | 55
At present, we have 120+ restaurants. In the next six months we w ill
probabl y be at around 1500 restaurants across India. We believe in qualit y
over quantit y. We have always concentrated on adding good qualit y
restaurants, and if we see that a restaurant is not reall y performing - then
we take it o ff from our coverage. The most important thing for us is
consumer experience & customer satisfaction.
Page | 56
Chapter 7 - RECOMMENDATIONS
In case of W Is, marketing activities with promo codes and emphasis
on combo offers will be effective.
When it comes to students, they are more attracted towards the free
meal offer, which enables them to earn money into their Food Dosti
account easil y. Marketing activities with emphasis on this offer will
create interest in students towards the app.
Marketing activities in schools, colleges, corporate offices, etc will

be effective catching attention of more students and working
individuals.
Marketing activities in IT canteens and offices will be effective in

catching attention of more people and working individuals.
Marketing activities need to be extensive as there is a lot of scope

of people who can use the app.
Marketing activities such as posters and pamphlets etc., if

displayed, will attract more and more customers and also people
will get awarenes s about the app.
The food Dosti app should include ordering through the app option
for the customers just like zomato, swiggy, etc.
Cash back policies should be given on 2 n d visit of customers in

Food Dosti restaurants.
For the initial promotion discount should be applicable on all the

bills.
Page | 57
Chapter 8- FUTURE SCOPE OF THE STUDY
Study was limited to Pune cit y, so researcher can explore the other
demographic area to conduct the survey.
The study was focus on customer satisfaction whereas a researc her
can focus on other aspect (viz.) consumer behavior, brand equity,
etc.
Page | 58
Chapter 9 - CONCLUSION
The internship was aimed towards the launch of the Indias f irst
zero food wastage platform. Satisfaction is consumers fulfillment
response. It is a judgment that a product or a service feature or the
product or service itself provides pleasurable level of consumption related
fulfillment. Customers satisfaction influenced by specific product are
service features and by perceptions of qualit y. from the study it has been
concluded that the major factor which affects customer satisfaction are
cash back policies, portion Food ordering, discounts offers, tastes and
rewards points. The survey also reveals that Portion saver option is
mostl y preferred by customers followed by cash -back and discount.
Since, Food Dosti is currentl y serving in Pune , but seeing the

interest of the customers in the app it is trying to expand its market to all
over India graduall y.
Page | 59
Chapter 10- KEY LEARNING
How to carry out research in market.

Learn how to promote and brand a business in market.
Learn to resolve customer grievances.
It was good to see the coordination and trust between the employees
and their superiors working in a team.
Discipline is maintained
Important of timing
Learning about the organization culture and their environment.
Page | 60
Chapter 11 - BIBLIOGRAPHY
http://www.pce.uw.edu/courses/data -analysis-methods.html
http://www.restaurantindia.in/article/growth/expansion/Online -
food-delivery-sees-a-boom.a137/
http://blog.zomato.com/post/94342869876/three -problems-we-are-
trying-to-solve-at-zomato
http:// yourstory.com/2015/02/zomato -announces-online-food-
ordering-india/
http://www.financialexpress.com/article/companies/ Food Dosti -
raises-110-mn-from-rocket-internet-rohit-chadda-says-targetting-
15000-restaurants -across-india/53218/
https://www.Food Dosti.com/
http://www.hungryforever.com/story-mumbai-based-food-ordering-
app-Food Dosti/
Page | 61
APPENDICIES
Questionnaire
SURVEY OF FOOD DOSTI RESTAURANT

NOTE : The data will be used onl y for academic purpose and will be kept
confidential.
Name:______________________
Gender:
Male Female Others
Age group:
15-20 21-30 31-40 41-50 51 & Above
Education:
Matriculation Undergraduates Post graduation
None of the Above
Income:
0-15000 15001-30000 30001-45000
45001-60000 60001-75000 75001 &above
Q1. Do you use food dosti app ?

Yes No
Q2. How often you visit Food Dosti restaurant ?

Once in month Once in two weeks Once a week
Twice a month
Q3. Are you satisfied with food dosti app service ?

Yes No
Q4.Are you satisfied wit h services provided by food dosti restaurant?

Yes No
Page | 62
Q5.How satisfied are you with cash back policies of the food dosti
restaurant?
Highl y dissatisfied
Dissatisfied
Neutral
Satisfied
Highl y satisfied
Q6. How satisfied are you with portion food ordering of the food dosti
restaurant?
Dissatisfied
Neutral
Satisfied
Highl y satisfied
Q7. How satisfied are you with discounts offer of the food dosti
restaurant?
Dissatisfied
Neutral
Satisfied
Highl y satisfied
Q8. How satisfied are you with tastes provided by the food dosti
restaurant?
Dissatisfied
Neutral
Satisfied
Highl y satisfied
Page | 63
Q9. How satisfied are you with the reward points provided by food dosti
restaurant?
Dissatisfied
Neutral
Satisfied
Highl y satisfied
Q10. Do you ever leave food unfinished on the table?

Never Occasionall y Many Times
Q11. What could be the reasons for food wastage on the table?
The Preparation is not as desired
Too full to finish everything thats served
Large Portion sizes
Q12. If there is still food left when you are done, what would you do?
Leave it
Take a parcel, and eat later
Take a parcel, and give it away
Take a parcel, but not sure about later
Q13. What could help in saving this wastage?

Abilit y to order half portions in a restaurant
Incentives like cash back and freebies for finishing all that is
served
Knowing that the food that is not wasted will actuall y feed a
needy
All of these
Page | 64

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CUSTOMER SATISFACTION SURVEY FOR

Submitted In the Partial Fulfillment Of

Balaji Institute of Management & Human

I, hereby declare that the report entitled CUSTOMER

Date: Shweta Kumari

I am using this opportunit y to express my deepest gratitude to Mr. Nitin

I express m y deepest thanks to Mr. Javed Kalim and mentor provided b y

It is m y radiant sentiment to place on record m y best regards, deepest

I perceive as this opportunit y as a big milestone in m y career

1.1 INTRODUCTION TO THE TOPIC

Customer Satisfaction is the pillar of the marketing concept.

Satisfaction is consumers fulfillment response. It is a judgment

Companies that move towards adopting the market concept benefit

Measuring customer satisfaction

Strategize And Plan For Loyalty!

Market to Your Own Customers!

Use Complaints To Build Business!

Reach Out To Your Customers!

Loyal Customers and Loyal Workforces

MARKETTING JOB IS TO CONVERT SOCIETAL NEEDS IN TOPROFITABLE

THE MAKETING CONCEPT

1.2 STATEMENT OF PROBLEM

Food Dosti believes in satisfactory delivery of service quality

1.4 OBJECTIVES OF THE STUDY

1.5 SOURCE OF DATA

1.6 SCOPE OF THE STUDY

1.9 STATISTICAL TOOLS

1.10 LIMITATION OF THE STUDY:

1.11 INTRODUCTION ABOUT THE COMPANY

About Food Dosti

Food Dosti is a Pune based company founded by Sanjeev nave and

Food Dosti would begin charging restaurants 4 percent on customer

Get rewarded for not wasting food

Easy access to food for up -cycling

2.1 MARKET RESEARCH

Briefl y it is a systematic design , collection, anal ysis, and reporting

There are many ways to co nduct primary research. By customizing

2.2 MARKETING RESEARCH PROCED URE

Stage-2 Research Objectives:

Research objective is accurate report about required in sequence. It understands

Stage-3 Estimating the Value of Research information:

Stage-4 Research Design:

Research design is in general structure or framework of research that is developed

Research design may include following tasks

Primary and Secondary Data analysis:

There are two types of data analysis

Stage-5 Data Collection:

Face to face interviews

Stage-6 Data Analysis:

After gathering of data it is then procedures to derived results in order to change

Stage-7 Reporting Results and Pre sentation:

Stratified Random Sampling

Determine coding scheme for data .

CUSTOMER SATISFACTION SURVEY FOR FOOD DOSTI

This is one of the critical factor that researcher should

Research in common parlance refers to search for knowledge. One

Researcher had taken customer as a sampling unit who visited to

For the purpose of study researcher had taken 100 customers in

1) Viman Nagar Pune

Limitation of the study:-

Q1.DO YOU USE FOOD DOSTI APP?

Interpretation: - Form above frequency distribution table & Pie Chart it