Customer satisfaction towards McDonaldâ€™s

INTRODUCTION

The “ MC Donald’s ” story began in the U.S.A in 1955 with a man named Ray Kroc. 52 year old Ray Kroc was selling milkshake machines to mc Donald's brothers at their take-away outlet in California. Ray was fascinated by the mc Donald brothers operation.

Ray asked the brothers about their plans for expansion. He was told that they were quite content with the success that they had . At this point Ray suggested to them that he will open new stores & in turn pay them for the use of their name & idea.

The idea was accepted by the mc Donald brothers & thus in the year 1955 the first mc Donald’s outlet was opened in Des Plaines , Illinois. Today we have grown to become the world’s largest food service retailer.

MC Donald’s is the world’s leading food service retailer with more than 30,000 restaurants in 119 countries serving 50 million customers each day.

JNANA JYOTHI COLLEGE OF BUSINESS

MC Donald’s is also one of the two most recognized and powerful brands in the other being coca cola, only soft drink supplier to mc Donald’s.

Approximately 70 percent of mc Donald’s restaurants world wide are owned and operated by independent, local businessmen and women.

In addition to the restaurants , there are two new business models were launched in 2004.

GROWTH & DEVELOPMENT OF THE COMPANY :

Until the year 1955 there was very little published information of the method of preparation and use of these products . The credit for the first publication on the subject goes to Ray Kroc, the first director of Food Research. Within a span of three to four decades since Ray Kroc book arrival , considerable research had been conducted at the research institute and other places on indigenous mc Donald’s produces.

Since then on the mc Donald company had begun to grow at a rapid rate. There has been a tremendous effort put in the various organization to assure good quality food to the people.

Marketing is a social and managerial process by which individuals and groups obtain what they and need through creating , offering and exchanging JNANA JYOTHI COLLEGE OF BUSINESS

products of value with others. A human need is a state of deprivation of some basic satisfaction people requires, such as food, clothing, shelter, safety belonging , esteem etc. for survival.

They are not created by society or by marketers. They exist in the very texture of human biology and the human condition. Demands are wants for specific products that are blocked by an ability and willingness to buy them. Wants became demands when purchasing power becomes the consideration. Many people want Mercedes, but only a few are able and willing to buy one.

Companies must therefore measure not only how many people notice their product but also more important how would actually be willing and able to buy it.

Marketing management is the process of planning and executing the concept, pricing promotion and distribution of service and ideas to create exchange with target groups that satisfy customers and organizational objectives. Marketing management can occurs in an organization in connection with any of its market. Marketing works for sales manager formally carryout the customer, sales people, advertising and promotion manager marketing researches, customer service managers, product and brand manager, etc.


Marketing management has the task of influencing the level , timing and composition of the demand in a way that help the organization achieve its objectives. Marketing management is essentially supply and demand management.

THEORITICAL BACKGROUND OF THE STUDY

Modern marketing system evolved after the first world war (1914-1918). There was the problem of the surplus and over production as aftermath of the war. Growth of the organization is considered necessary to meet the growing demand of the people. There was the shift in emphasis from commodity to institution to deal with the trade situation . Marketing was considered as a business activity. With the main motive of the profit the world depression brought failures.

Recovery measures to boost trade and commerce were introduced by the countries . The fast raising events and the subsequent growth in the economic development of the country and change in the


philosophy of marketing concept brought about change in the production and distribution of goods.

The later half of the 20th century changes in the attributes among procedures and in success. Marketing is not considered as business but also special phenomena under the social concept of marketing the manufacturer and top business executives practice the philosophy of customer satisfaction and social good. If could be said top executives spend less time on profit maximization but time to create for their commodities.

Marketing has been a vital function to the fulfillment of the business objectives and consumer oriented techniques are adopted to suit the socio –economic need of the country. Marketing function, which first focused attention on commodities later on instructions to carry out marketing process , has even social services. The modern approach to marketing is management oriented representing professionalization in exchange relationship.

Marketing:

Many people think marketing only as selling advertising and no wonder every day we are bombarded with television commercial, newspaper adds, direct mail and sales calls. Someone is always


trying to sell us something. It seems that we can’t escape death, taxes or selling.

There of you may be surprised to learn that selling and advertising is only the tips of the marketing iceberg. Although they are important they are only are only two of many marketing functions and often not the most important ones. Today marketing must be understood not the cold since of marking a sale telling and selling but the new since of satisfying consumer needs. If the provide superior value and prices, distributes and promotes them effectively, these products will sell very easily.

Everyone knows something about ‘Hot’ products. When Sony designed Walkman, when Nintendo first offered its improved video game console and when Ford introduced its new model, these manufactures were swamped with order. They had designed the ‘right’ products not the too products but ones offering new benefits. Peter Ducker, a leading management thinker has put in this way. The aim know and understand the consumer so well that the product or service fits and sells itself.

This selling and advertising are only parts of longer ‘Marketing Mix’ act of marketing tools that together to affect the market place . We define marketing ‘ As a social and managerial process by which individual and group obtain what they need


and want thought creating and exchanging products and value with others’.

Product:

Product help in satisfying human wants and needs. A product can be broadly defined as anything that can be offered to something to satisfy a need or want. A products comprises of both physical object and services. If there is need of vehicle for providing some service which satisfies a need or a want.

Market:

A market consist of all the potential consumer showing a particular need or wants who might be willing and able to engage in exchange to satisfy that need or want. Thus the size of the market depends upon of persons who exhibit the need have resources that interest other and are willing these resources in exchange for what they want.

The various type of market are:

1. The need market (such as direct seeking market)2. Product market (such as shore market)


3. Demographical market (such as Youth market)4. Geographic market (such as French market)

Marketing Management :

Marketing Management is a process of planning and executing the conception, pricing, promotion, distribution of idea, goods and services to create exchange that satisfies individual and organizational objectives.

According to ‘ Philip Kotler’ views marketing is a social want managerial process by which individual and obtained what they need and what they want through creating and exchanging products and value with others. Marketing effort call for contracting efforts of home works and well-equipped skills.

We defined marketing management a the analysis, planning, implementation and control of program design to create, built and maintain beneficial exchanges with target buyers for the purpose of achieving organization objectives. Thus marketing management involves managing which intern involves managing customer relationship.


Marketing management can occur in an organization in connection with any of its market, consider an automobile manufactures. The vice president of the personnel deals in lab our market, the vice president of purchasing the new material market and the vice president of finance and the money market, thus they must set objectives and develop strategies for achieving satisfactory result in these markets.

Marketing work in the customer market is formally carried out sales manager, advertising and promotion manager, marketing researches customer service manager, product manager, market managers and marketing vice president. Each job carries well-defined responsibilities and tasks. Their job is to with target markets.

The popular image of the marketing manager is someone who task primarily is to stimulate demands for the company’s products. This view is too limited.

Marketing management has the task of influencing the level, timing and composition of the demand in a way what will help the organization to achieve targets and objectives and marketing management is essential demand management.


Marketing management cope with this task of carrying out market research planning market must make decision and target markets , market positioning, product development pricing , channel of distribution communication and promotion.

CUSTOMER SATISFACTION:

Satisfaction is “felling of pleasure or disappointment resulting from comparing a products perceived performance in relation to hisor her expectations. At this definition makes expectations are the performance falls shorts of expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted.

Many companies are aimingfor high satisfaction because better offer comes along. Those who are highly satisfied are much less ready to switch. High satisfaction or delight creates

To provide customer satisfaction, first company should know expectation of the customer from company. By this company can proper information and service to customer that gives customer satisfaction.

A company makes money by satisfying customer needs better than its competitors. The key company task is therefore to attract and


retain customer. Customer are attracted to competitively superior offers and retained through satisfaction.

The company should focus on customer and should be responding effectively to the changing customer needs. The marketing department should well-staffed and all there other departments like manufacturing, finance, research and development, personnel, purchasing also should accept that CUSTOMER IS KING.

In companies a change in customer is an excellent leading indicator of changing in revenue and financial performance. Because customer can not always immediately switch to alternative solutions, customer dis-satisfaction often proceeds customer exist and relation in sales and profitability. Those for many business quatrain measures of the customer’s satisfaction provide an excellent leading indicator of future performance.

RESRARCH METHODOLOGYSTATEMENT OF THE PROBLEM

Marketing any product in today’s competitive market is a tedious and tough task. Marketing of milk is no this.


Now a days new companies are emerging in the milk industry ,

So the competitions among these companies tend to be more complicated. Hence the necessary of information becomes more essential for the companies decision making to cope with market changes.

To frame effective marketing strategies the KOMUL should have better knowledge of the environment, since the consumer satisfaction plays a vital role in the marketing. This particular study is organized to explore the same.

Need for the study

Marketing research is versatile tool that helps the management in making better marketing decisions. Marketing research provides information such as present market conditions and customer demand. From the study we can give overall idea about existing situation. Marketing research helps development of appropriate marketing mix. Also the need for the study is mainly because there are competitors essential to find out methods by which we can score over them.

Their priorities regarding price, quality etc. there is also need to find out satisfaction level of consumer.


SCOPE OF THE STUDY

This study focus on how and why consumer make decisions

On products. Consumer behavior and research goes beyond the decisions consumer make about products they buy and their subsequent evaluations of this product.

A consumer’s dissatisfaction with their choice of any product

may due many reasons, poor quality, which would affect the influence of an existing consumer towards potential consumers.

Dissatisfaction significant for milk producer who wants to include post purchase strategies into their promotional campaign. In an attempt to achieve this, a study has been taken focusing on the behavior of the consumers.

MARKETING RESEARCH ;

The systematic design, collection analysis and report of the data and finding relevance to a specific marketing facing the company.


According to American marketing association marketing research can be defined as ‘The systematic gathering recording and analysis of data about problems relating to the marketing of goods and services’. Actually the market is a set of actual and potential buyers of a products. This market is of risks and opportunities because the external environment is dynamic and constantly changing. Marketing research is a tool or a technique through which we try to find out existing risks and opportunities. A hastily started venture can turn to be a failure. Thus before launching any product it is necessary to understand the market, target consumers, their needs and wants and find out actual potential of the market i.e. finding out whether the need of a potential product is present or not. Thus marketing research is indispensable for finding out the potential of the market in these simple segments.

STEPS OF MARKETING RESEARCH

Research objectives Identifying the data sources Developing the research design/research plan Sample design Preparation of questionnaire Collection of data


Analysis and interpretation of data Presentation of data

RESEARCH DESIGN;

A research is the basic plan, which guides the data collection and analysis phases of the research project. It is the frame work, which specifies the types of information to be collected the source of data and the collection procedure. A good collection procedure will make sure that the information gather is consistent with the study adjectives and that the data collected by accurate and economic procedures. The objectives of research design project logically determine the characteristics desired in the research design. A lot of things and a fair amount of spadework are required if a research design has to serve well, for the different aspects of the project have to be considered and the working plans and schedules prepared.

STEPS IN RESEARCH PROCESS


Established need for information Specify research objectives and information needs Determine research design and source of data Develop data collection procedure Design sample Collect data Process data Analyze data Present research result

SAMPLE DESIGN

A sample design is a definite plan for obtaining a sample from a given population. It refers to the technique or the procedure the research would adopt in selecting items for the sample. The sample design may well lay down the number of items to be included in the samplei.e. sample size of the sample. Sample size is determined


Sample plan help to:

-Test a statistical hypothesis relating to a population.

-Make an in force about unknown parameters from a measurable sample.

Sample method:

Sample draws an inference about population. The values obtain from the study of samples or collection parameters.

Methods of sampling;

The various methods of sampling design can be ground as under:

1.Random samplingmethod

Simple Random sampling Stratified sampling Systematic sampling Multi-stage sampling

2. Non Random sampling methods

Judgment sampling Quota sampling Convenience sample


Sampling technique adopted;

In this research the sample has been selected as random sampling . Simple random sampling is also known as probability sampling. Under this sampling design, every item of the universe has an equal chance of inclusion in the sample. Random sampling ensures the law of statistical deliberate that states that if characteristics of the universe. This is the reason why random sampling is considered the best technique of selecting a representative sample.

Sources of data;

Collection of facts and figures about a phenomenon is one of business, management economic or natural sciences. Collection of data refers to systematic recording of results either by counting or by enumeration. The entire structure of statistical analysis for any enquiry is based on systematic collection of data. Broadly speaking there are types of data.

Primary data Secondary data

Secondary data consist of information that already consists; some were having been collected for another purpose.


Primary data;

A mix of questionnaire and direct interview method was used as tool for gathering primary data.

It is the data, which is collected at the time by investigation to serve a particular purpose. Such a data is of original nature. The source from where the data can be collected is known as primary source. Primary data can be collected by one of the following methods.

Direct personal interview Indirect personal interview Mailed questionnaire method Schedule sent through enumerators

Advantages of primary data;

Provides highly accurate and reliable data It makes available to investigators supplementary

information, which helps in the interpretation of results.

Distinction between primary data and secondary data


Primary data is original in nature where as secondary data is from of compilation of existing or already published data.

The collection of primary data involves huge resources in terms of money and time where as secondary data is relatively less cost.

Keeping in mind purpose for which it is collected where a secondary data may or may not suit the purpose usually collects primary data.

Primary data may be used, as it is where as secondary requires lots of care.

A good questionnaire should make it easy to obtain the necessary information from the respondents. It should take into account the in influence, which is own wording might have upon the replies of the respondents.

Samplesize;

Sample size; To find burgers brand recall rate the total number to persons to be covered was 100 respondents.


Sample procedure;

How should be the respondents being chosen? The object of sampling to choose a sample which will faithfully the characteristics of the population, present probability sampling is used which includes stratified random sampling.

A random sample is one where the population is divided into mutually exclusive and mutually exhaustive strata or sub-groups. Thus human population is divided in to different strata on the basis of sex, age group, occupation, education and regions. It may be noted that satisfaction does not mean absence of random sample is chosen with on each spectra of population. The present project consists of 4 strata i.e. Working men, teenagers older and general people or public.

Plan of analysis;

After the collection of data the raw data was then analyzedusing percentages wherever necessary and presented in the format tables and graphs.

Suggestions and strategies have been put forward on the basis of findings of the survey.


Limitation;

I have tried my best to make this report free from any sort of errors however, these were certain things which could not be avoided. The problems that I had cape with in the course of this project are;

Time ; The period of time available for completing this project forced me to limit my area of study. Because of this, I was not able to take a sample size that would have added more value to the conclusions drawn by me…..

Some respondents show unwillingness to fill the questionnaires.

Some respondents gave two prefer instead of taking one option. Therefore the time of analysis, the actual result were affected.

Some respondents were new consumers, so they not answer all the questions accurately.


Company profile

Name of the company ; mc Donald’s private limited

Web address ; www.mcdonalds.com

Year of establishment ; 1955

Employees ; More than 13,000

Main dealings ; Burgers and drinks, milkshakes.

Managing director ; Amit jatia


History

Background;

HOW IT ALL BEGAN

The McDonald’s story began in the USA in 1955 with a man named Ray Kroc. 52 years old Ray Kroc was selling milkshake to McDonald’s brothers at their take-away outlet in California. Ray was fascinated by the McDonald’s brothers operation.

Ray asked the brothers about their plans for expansion. He was told that they were quite content with the success that they had. At this point Ray suggested to them that he will open new stores and in turn pay them for the use of their name and idea.

The idea was accepted by the McDonald brothers and thus in the year 1955 the first McDonald’s outlet


was opened in Des Plaines, Illinois. Today we have grown to become the world’s largest food service retailer.

About McDonald’s

McDonald’s is the world’s leading food service retailer with more than 30,000 restaurants in 119 countries serving 50 million customers each day.

McDonald’s is also one of the two most recognized and powerful brands in the world the other being Coca Cola, the only soft drink supplier to McDonald’s.

Approximate 70 percent of McDonald’s restaurants worldwide are owned and operated by independent, local businessmen and women.

McDonald’s mission

McDonald’s mission is “To be our customers’ favorite place and way to eat” there are 5 critical success factors which help in achieving our Brand mission.


McDonald’s mission is to be our customers’ favorite place and way to eat.

People;

Our well trained people proudly provide fast and friendly service with a smile that delights our customers.

Product;

We serve food and beverages people prefer to enjoy regularly.

Place;

Our restaurant and Drive-thru windows are clean, relevant and inviting to the customer of today and tomorrow.

Price;

We are the most efficient provider as we given best value to most people.

Promotion;


All our marketing and communications are relevant to our customers and consistent with our brand.

Values;

Honesty Discipline Quality Hard work Neatness Mutual Trust & Belief Transparency Co-operation & Team Work

MCDONALD’S VALUES

We aspire to be our customers’ favorite place and way to eat.

To achieve this mission, our actions as individuals and as a system, must reflect our values.

These values are given in the book.

The

MCDONALD’S


Way

Move forward

Focus on what is best for the system

Contributions

Recognize individual and team achievements

Develop

Integrity and trust

Open communication

Confront and resolve problems

No losers Win”

Aim for “Win win” situation

Actively listen

Act the way you talk

Leverage diversity

Debate for the benefit of the system and customers

Deliver

All commitments


Support

Decisions 100%

Objectives of McDonald’s

McDonalds required standards of conduct or violated a policy/ procedure. The employee will be given an opportunity to state his or her case.

Willful insubordination or disobedience, whether or not in combination with another, of any lawful and reasonable order of superior;

Going on an illegal strike or abetting, inciting, instigating or action furtherance;

Willful slowing down in performance of work, or instigation thereof;

Taking or giving bribes or any illegal gratification; Habitual neglect of work, or gross or habitual

negligence; Commission of any act subversive of discipline or

good behavior on the premises of the establishment; Gambling within the premises of the establishment;


Unauthorized possession of any lethal weapon, drugs and alcohol in the establishment.

Company at glance

1 Name McDonald’s

2 Year of establishment

1955

3 Area of operation Fast food chain

4 Number of branches

28

5 Location Karnataka

6 Customers More than 5000 per day

7 Employees More than 1500

8 Managing director Amit jatia

9 Main dealings Done by supply chain

10 Motto Quick service restaurant


11 Trade mark

12 Registered office Mumbai

13 Brand name McDonald’s

Product profile

The products marketed by McDonald’s are;

Veg burger Non-veg burger Drinks Milkshakes Icecream Paneer salsa wrap Mc Chicken wrap Chicken Maharaja Mac Filet-fish Fries


http://en.wikipedia.org/wiki/File:McDonald's_Golden_Arches.svg

Products of McDonald

Veg burger; Fresh and pure veg burger. It will made from pure vegetarian with pure buns. Better to had within 3 minutes.


Non-veg burger; Thisnon-veg burger is prepared chicken with veg sauces it was very tasty for had.


Milkshake;this milkshake is prepare from pure milk. Better to be drink within in hours.


Fries; this fries is prepared from pure and fresh potato. Better to had with in a minute.


Filet-fish; this filet-fish was prepared from fish & bun with veg sauce. Serving with good box rapper. Better to had with in a minutes.


Chicken maharaja mac;chicken maharaja mac was prepared in buns & chicken with veg item & tomato. This also better to had with in a minutes.


Overall view of entire products Products at McDonalds


Meal menu of McDonalds


Analysis and interpretation


1) A question had been asked to the respondents to know the period of usage of mc Donald's , the responses for which have been summarized in the table-11 given bellow.

Table showing period of usage of food & drinks by the respondents.

Table No: 01

Period of usage No of respondents

Percentage

Past 6 months 9 9

Past 2 years 31 31

Past 5 years 38 38

Past 10 years 22 22

Total 100 100

Out of the total numbers of respondents who use mc Donald's food & drinks, 9% of respondents were using mc Donald food from past 6 months. 31% of respondents were using milk from


past 2 years, 38% of respondents were using milk from past 5 years and 22% are using it from past 10 years. Therefore majority of respondent were using mc Donald's from past 5 years.

Graph showing period of usage

Graph No; 01


past 6 months past 2 years past 5 years past 10 years0

5

10

15

20

25

30

35

40

9

31

38

22

9

31

38

22

no of respondentspercentage

2) A question had been asked to know why respondents to know why respondents are using McDonalds.

Table no; 02

Reasons No of respondents

Percentage


Good health 38 38Good packing 21 21Freshness 13 13Reasonable price 17 17Easy availability 10 10Total 100 100

Out of total respondents 38% were using for good health, 21% were for good packing. 13% & 17% were for freshness and reasonable price respectively and 10% respondents for easy availability.

Graph showing why respondents are using McDonalds food

Graph no;02


reasonable satisfied unsatisfied total0

50

100

150

200

250

48

2329

100

0

48

2329

100

0

percentageno of respondents

3) A question had been asked to the respondents to know the consumer satisfaction towards the packaging of McDonaldsfood.


Table no;03

Packing No of respondents

Percentage

Satisfied 73 73Unsatisfied 27 27total 100 100

Out of total number of respondents 73% were satisfied and 27% respondents were unsatisfied with the packing.


Graph showing the consumer satisfaction towards the packaging of McDonalds.

Graph no; 03

reasonable satisfied0

5

10

15

20

25

30

35

40

45

5048

23

48

23 no of respondentspercentage


4) A question had been asked to the respondents to know the consumer satisfaction towards the price of McDonalds food

Table no; 04

Price No of respondents

Percentage

reasonable 48 48Satisfied 23 23Unsatisfied 29 29total 100 100

Out of the total number of respondents who use McDonald foods 48% of the respondents told that the prices of McDonald’s foods reasonable, 23% respondents were satisfied with the prices of McDonald’s foods and remaining 29% were unsatisfied. Majority of consumers were felt the prices of McDonald’s were reasonable.


Graph showing the consumer satisfaction towards the price of McDonald’s products

Graph no;04


reasonable satisfied unsatisfied0

20

40

60

80

100

120

48

2329

48

23

29


5) A question had been asked to the respondents to know the consumer satisfaction towards the availability of McDonald’s

Table no;05


Availability No of respondent

Percentage

Satisfied 63 63Unsatisfied 37 37total 100 100

Out of total number of respondents 63% of respondents were satisfied and 37% were unsatisfied regarding of the McDonald’s. Majority of consumers were satisfied.

Graph showing the consumer satisfaction towards the availability of McDonald’s products


Graph no; 05

newspaper

television

0 20 40 60 80 100 120 140

15

64

15

64


6) A question had been asked to the respondents to know the consumer opinion about the necessity of advertisement for McDonald’s.


Table no; 06

Advertisement No of respondents

Percentage

Yes 83 83No 17 17Total 100 100

Out of the number of respondents, 83% of respondents were expressed that advertising is necessary and for 17% of respondents expressed advertising and publicity is not necessary.

Graph showing the consumer opinion about the necessity of advertisement for McDonalds food


Graph no; 06

newspaper television0

20

40

60

80

100

120

140

15

6415

64



7) A question had been asked to the respondents to know in which media consumer prefer the advertisement.

Graph no;07

Media preferred No of respondents

percentage

Newspaper 15 15Television 64 64Neon sign board

21 21

total 100 100

Out of the total number of respondents, 15% of the respondents preferred newspapers 64% of the respondents referred television and 21% respondents preferred neon sign boards. Majority of the respondents preferred television as a media of advertising for McDonald’s.


Graph showing the media consumer prefer the advertisement

Graph no; 07

15

64

21

15

64

21

newspapertelevisionneon sign board


8) A question had been asked to the respondents to know the consumer awareness of competitors of McDonald’s products

Table no; 08

Awareness No of respondents

Percentage

Yes 100 100No 0 0total 100 100

All the respondents were known about the competitors of McDonald’s products.


Graph showing the consumer awareness of competitors of McDonald’s products

Graph no; 08


retailers facotry outlets0

5

10

15

20

25

30

35

40 38

27

38

27


9) A question had been asked to the respondents to know the opinion about the McDonald’s service to its consumers

Table no; 09


McDonalds service

No of respondents

Percentage

Excellent 17 17Good 32 32Satisfied 43 43Poor 8 8total 100 100

Out of the number of respondents, 17% of respondents’ opinion is excellent, 32% as good, 43% respondents’ opinion to McDonald’s service is satisfactory and 8% opinion is poor. Majority of respondents are satisfied to the services of McDonald’s.

Graph showing the opinion about the McDonald’s service to its consumers.


Graph no; 09

retail

ers

facotry

outlets

at door s

tep

total

0

10

20

30

40

50

60

70

80

90

100

no of respondents

percentage

38

2735

100

38

2735

100



10) A question had been asked to know the distribution channel through which respondents preferred to buy McDonald’s product. The response for which had been summarized in the table.

Table no;10

Distribution channel

No of respondents

Percentage

Retailers 38 38Factory outlets 27 27At door step 35 35total 100 100

Out of the total number of respondents who use McDonald’s, 38% preferred to buy McDonald’s products from the retailers, 27% from the factory outlets and 35% preferred at door step. Therefore majority of the respondents preferred to buy at door step.


Graph showing the distribution channel through which respondents preferred to buy McDonald’s products

Graph no; 10

retailers facotry outlets at door step0

10

20

30

40

50

60

70

80

38

27

35

38

27

35



FINDINGS

In the course of this project, I met a number of people; I also got the chance to interact with some of the people working in the company and some dealers. Based on the data collection and experience in this period of two months I found the following things.

1. Majority of the respondents says advertising and publicity was necessary for milk and preferred television is the media of advertising for milk.

2. Most of the respondents are using mc Donald’s food.3. Majority of the respondents are satisfied with

packaging of the mc Donald's food.4. Great part of the respondent expressed their

satisfaction towards the availability of the mc Donald's foods & drinks.

5. As per the respondents opinion is very good about mc Donald.

6. Majority of the respondents are not aware of different variants of mc Donald's foods & drinks. Etc…

7. Majority of the respondents are using mc Donald's food for their good health.

8. Most of the respondents are felt mc Donald foods & drinks is outstanding due to its hygiene and quality.


9. Most of the respondents are preferred to buy mc Donald's food & drinks at retail ant at door step.

10. Majority of the respondents told that MC DONALD service is satisfied.

SUGGESTIONS

After studying various areas in the cause of this project, I would like to place forward the following suggestions.

A good convincing advertise from the company is required. Irregular advertisement doesn’t have any impact on the customers. So MC DONALD should make sure that it advertises at regular interval in media like the newspapers and television.

MC DONALD has to create awareness of different variants of food among consumers.

Most of the respondents are using mc Donald's food due to its quality, good packaging and freshness, so it has to maintain the same standards.

Packing should be improved and food & drink should be properlyprotected.

Price should be reasonable so as to reachable to all officials and ordinary peoples.


Conclusion

MC Donald's has working from 56 years in away that have helped it to become a generic name. However, mc Donald with its excellent quality of product has made an impact the new player in this restaurant have been founding to use a very different approach. They are trying create a brand name for themselves in the replacement market by using aggressive advertisement and sales promotion techniques.

From what I saw in this 1 month I would say that this restaurant is undergoing a change and survive the competition it is very important for companies to change the way they market their products. MC Donald’s had a good chance. But, proper care has to be taken to maintain it.

To sum up, I would say that the required change is one that cannot be achieved instantly but the change can be introduced gradually. Moreover ,


advertisements and other activities are of on use if the product is not up to that mark. For a company like mc Donald's advertisement is secondary factor because most of the

retailers prefer their customers will this brand because they want their customer to be happy. But still the important of advertisement should not be ignored . However , there are certain areas where mc Donald need to tighten up.

bibliography


BOOK AUTHOR PUBLISHER YEAR OF

NAME NAMENAME PUBLICATION

Consumer Leon G Himalaya 6thEdition

Behavior shift man & publication

Loslie lazar kanok

Marketing Philip Pearson 13th Edition

Management kotler Education

Websites;

www.mcdonalds.com

www.aboutmcdonalds.com

QUESTIONNAIRE

Respected sir/Madam,

I am a final year B.B.M student of JNANA JYOTHI COLLEGE OF BUSINESS(Bangalore university) and I am conducting this research as part of my project on Consumer Satisfaction towards MC Donald's Pvt. Limited at Bangalore. I would be grateful if you kindly co-operate in answering the questions. The information will be used for academic purpose only.

Thanking you.

ANUSHA A.V


http://www.aboutmcdonalds.com/

http://www.mcdonalds.com/

1. Name of the respondent :2. Address of the respondent :3. Phone no :4. Age of respondents

18-24

25-34

50 & above 5. Since how long you are getting service from MC

Donald's ?0-2 years2-5 years5-10 years

6. Occupation of the respondents?Salaried Self employedGov. Employee

7. What made to choose to Bangalore MC Donald's?Near to house Reputation of the firmFriends / relative has working in this MC DonaldEasy service a availability

8. What type of food like every time in MCDonald's?


9.Dose the MC Donald's has a separate person for enquire or ‘ may I help you’ for better customer service?

Yes No Not Sean

10.Are you satisfied with mc Donald’s working hours?

Satisfied Not satisfied

11.Does mc Donald's display the food rates?

Yes

No

12.What type of offer do you like in mc Donald's ?

13. Do you get adequate information regarding the new foods & new offers by mc Donald on time?

FrequentlySome times

Thank you


Customer satisfaction towards McDonaldâ€™s

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Transcript of Customer satisfaction towards McDonaldâ€™s