THE

SPB COLLEGE

OF
BUSINESS ADMINISTATION

PRESENTED BY:
UTTARA NAIR RICHA PATNI -

65 89

SUBMITTED TO

MRS DAISY SHEBY THEKKANAL

A
PRESENTATION OF RESEARCH METHODOLOGY ON THE CUSTOMER SATISFACTION OF MCDONALDS

RESEARCH OBJECTIVE
Objective of the survey:
To find out the customer satisfaction of McDonalds and the perception of McDonalds in the minds of the customer.

Methodology:
Primary data was collected as it gives first hand information and also the data can be adjusted according to the needs. The tool used was the questionnaire method. This method was chosen as it obtains standardized results that can be tabulated and treated statistically.

RESEARCH CRITERIA
Sample: We conducted a survey of around 100 customers of McDonalds. The profile was mainly distributed in 3 categories: Categories Number of Customer Interviewed Below 15 years 7- customers Between 15 years to 25 years 29 customers Above 25 years 14 customers Processing of Data: The data collected from the questionnaires were tabulated and data's are not represented in percentage. For e.g.: Out of 50 customers, 48 are veg and 2 are non-veg , the data is presented in same way.

1. Are you aware about McDonalds?

Analysis- 48 respondents were aware about McDonalds and only 2 of them were either aware but never visited because of many hindrances.(mentioned in q-11) or were not aware about it.

2. What is your source of information about McDonalds?

Analysis-20 respondents got information about McDonalds from friends,17 got from advertisements and commercials,6 from other sources other than the options and 5 respondents got information from websites.

3. How frequently due you visit McDonalds?

Analysis- maximum no of respondents visits McDonalds monthly and yearly visits were minimum.

4. What do you prefer to have from McDonalds?

Analysis- 38 respondents like vegetarian food. while non vegetarian food is preferred by 6 people and only 4 people preferred both kind of foods.

5. What do you feel about the different services provided by

McDonalds?

Analysis- maximum people rated that food quality is good, customer service is good, infrastructure facilities are good and parking facilities got the lowest ratings as fair.

6. Do you find the product varieties satisfactory?

Analysis- maximum people find varieties of food satisfactory and minimum find it as okay.

7. Did the French Fries issue make you hesitant from visiting McDonalds?

Analysis-17 respondents said No to this question. They felt that a Multi-national company like McDonalds would never make such a big blunder in a religious country likes India.

8. Are you aware about the different schemes provided by McDonalds?

Analysis- The is a very minute difference in ratio between the respondents who were aware and not aware about different schemes.

9. Have you ever used the discount coupons and schemes provided by McDonalds?

Analysis- Though 28 respondents are aware about the schemes , these schemes is only used by 17 respondents.

10. The price ranges of products in McDonalds are?

Analysis- All the 48 respondent feels that the price ranges of all the products are average.

11. Why havent you visited McDonalds?

Analysis- Only two respondents have not visited McDonalds because of distance from residence.

suggestions
Parking facilities should be developed. Non veg products should be included. Self service should be removed Varieties of burgers should be increased. More outlets. Non- veg and veg products should have different departments. Home delivery service should be provided.

Recommendations based on the survey are:

More items should be added to the product line, especially in the vegetarian category. The prices need to be slashed down. The french fries, chicken burger and the veg burger are the most popular items, so their process can be reduced to attract more customers. The advertisements can also focus on the hygiene factor of McDonalds, for e.g.: McDonalds can stress on the fact that they do not serve any burger, which has been prepared but not consumed for 10 minutes. The peak time management should be improved. More counters should be opened during the peak hours. The music played at the outlet should not be outdated.