Factors Creating Customer Satisfaction at Pizza Hut: Internship Report

This internship report examines customer satisfaction at Pizza Hut Pukekohe, analyzing data from 100 respondents (customers and employees) using thematic analysis. The report identifies key factors influencing customer satisfaction, including the impact of attentiveness, helpfulness, responsiveness, and the effects of increasing competition and the availability of substitutes. It explores the significance of quick delivery, a positive environment, and convenient location. The study reveals that customer-friendly initiatives and a customer-oriented approach are crucial for meeting customer expectations and maintaining sales. The findings highlight that factors such as product quality, employee attitude, and pricing significantly affect customer satisfaction and loyalty. The report concludes with recommendations for Pizza Hut to enhance customer investment, develop new products, and implement innovative systems to improve customer satisfaction and maintain a competitive edge.

Internship Report
On
What factors create customer satisfaction
and how to further improve those factors?
A Case of Pizza Hut Pukekohe

DATA ANALYSIS AND RESULTS
In a research, data analysis and result finding is regarded as one of the most
significant aspects to accomplish the objective of the study. The essence of doing the
respective research study is to attain the appropriate analysing and evaluation of the findings
which are gathered through the primary and secondary data sources. For the present work, the
chief role of the researcher is to examine the Pizza Hut in regards to its hospitality
undertaking. For this, the customer satisfaction has been chosen as the right way to undertake
effective study through the products and services being provided by the cited firm. For this,
thematic analysis technique which is sub part of qualitative analysis method has been chosen.
Here, the results are procured by seeking the questionnaire which is surveyed from 50
customers and 50 employees of the Pizza hut. The responses from combined 100 respondents
are analysed by using techniques such as pie chart, bar graphs etc to present the brief
analysis.
Demographic profile
Frequency Percent
Valid
Percent
Cumulative
Percent
Gender Male 40 40.0 40.0 40.0
Female 60 60.0 60.0 100.0
Total 100 100.0 100.0
Age 20-25 years 20 20.0 20.0 20.0
26-30 years 45 45.0 45.0 65.0
31-35 years 25 25.0 25.0 90.0
35 years and
above
10 10.0 10.0 100.0
Total 100 100.0 100.0
Organisational
level
Top level 60 60.0 60.0 60.0
Middle level 40 40.0 40.0 100.0
Total 100 100.0 100.0
Thematic Analysis
Theme 1: Customer’s satisfaction results in developing loyalty in enhancing company’s
success and profitability.
Results:

RESPONSES FREQUENCY
Yes 65
No 35
TOTAL 100
Yes No
0
10
20
30
40
50
60
70
65
35
Customer’s satisfaction results in developing loyalty in
enhancing company’s success and profitability.
Frequency
Analysis and Findings:
From the data gathered from primary and secondary sources, it has been analysed that
customer’s satisfaction results in developing loyalty in enhancing company’s success and
profitability. At Pizza Hut, the viewpoint of respondents demonstrate that alike every
company, this firm also has some goals to accomplish. In that regards, the responses procured
shows that 65% respondents feel positive towards the notion while there are 35% who still
shows negative response. There are people who felt that customer does not seek much to
what company needs to proceed towards. However, on majority response, it is analysed that
to make customer feel satisfied is directly proportional to company’s image and loyalty
(Carpenter, Sanders & Harling, 2012).
Theme 2: There are various factors such as attentiveness, helpfulness and
responsiveness that contribute in customer satisfaction.
Results:
RESPONSES FREQUENCY

Attentiveness 20
Helpfulness 10
Responsiveness 10
Above all 60
TOTAL 100
There are various factors such as attentiveness, helpfulness and
responsiveness that contribute in customer satisfaction
Attentiveness
Helpfulness
Responsiveness
Above all
Analysis and Findings: From the data collected through different means, it is found that
20% of respondents support attentiveness as factor contributing in customer satisfaction.
Similarly, there are 10% who feels being responsive behaviour leads to the same but there are
10% who support helpful as the another factor. However, on seeking majority response, it is
found that 60% respondents believe all three factors contributing in customer satisfaction. It
shows that people behave differently in acquiring the major customer satisfaction (Arora,
2013). Apart from using various initiatives to gain their attention, they must work on
behaviour development.
Theme 3: Increasing competition is the most crucial factor responsible for affecting the
customer satisfaction at Pizza Hut.
Results:
RESPONSES FREQUENCY
Increasing competition 50

Availability of close
substitutes
15
High pricing policy of the
business
10
Negative attitude of the
employees towards
customers
20
Non-availability of the
services or products
5
TOTAL 100
‘
1 2 3 4 5
0
10
20
30
40
50
60
Increasing competition is the most crucial factor
responsible for affecting the customer satisfaction at
Pizza Hut.
RESPONSES
FREQUENCY
Analysis and Findings: In order to assess the most crucial factor that is responsible for
affecting the customer satisfaction at Pizza Hut, there are various factors are being assessed.
From the primary data collected, there are 50% respondents who stated increasing
competition as the important factor. However, there are also other crucial factors such as
availability of close substitute, high pricing policy, and negative attitude of people, non
availability of products which are equally suggested as 15%, 10%, 20% and 5% respectively.
It is analysed that due to rising competition, Pizza Hut is not able to cope up with the various
aspects such as managing price issue, products availability and contentment level of

customers. This in turn has direct impact on satisfaction level of the customers (Cohen &
et.al., 2006).
Theme 4: Adopting customer oriented approach by Pizza Hut will help to deal it with
increasing market competition.
Results:
RESPONSES FREQUENCY
Yes 65
No 25
Can’t say 10
TOTAL 100
Adopting customer oriented approach by Pizza Hut will help
to deal it with increasing market competition.
Yes
No
Can’t say
Analysis and Findings: From the above theme, the efforts are laid to analyse the response of
adopting the customer oriented approach by Pizza Hut that helps to deal with increasing
market competition. This approach represents the ways through which customers are focused
in respect of their viewpoint of adopting various benefits that are in their favour. This
includes ways through which Pizza Hut can work out in its quality and company’s image in
enhancing ways to deal with market competition (Carnall, 2002). This is ascertained with the
responses derived such as 65% response which is towards the narration and 25% which is
against. However, there are 10% respondents who cannot say anything about the same.
Theme 5: There are various factors that help in the creation of customer satisfaction
level at the Pizza Hut.

Result:
RESPONSES FREQUENCY
Quality of the products or
services
10
Time involved in the delivery 10
Attitude of the employees
towards customers
10
Environment at the business
outlets
10
Taste and hygiene factors 10
Customer support services 10
Prices of the products 10
Availability of the substitutes 10
Location of the outlets 10
Above all 10
TOTAL 100

1 2 3 4 5 6 7 8 9 10
0
2
4
6
8
10
12
There are various factors that help in the creation of customer
satisfaction level at the Pizza Hut.
RESPONSES
FREQUENCY
Axis Title
Analysis and Findings: The present theme is framed to assess the various factors that help in
the creation of customer satisfaction level at the Pizza Hut. On examining the different
alternatives, the responses of many participants have been collected. Every response is
equally supported by people (Graubner, 2006). Thus, it is found that all the mentioned factors
such as Quality of the products or services time involved in the delivery, attitude of the
employees towards customers, environment at the business outlets, taste and hygiene factors,
and customer support services, prices of the product, availability of the substitutes and
location of the outlets (Bayley & Nancarrow, 2008). All these factors are collectively
required by firms in raising customer satisfaction.
Theme 6: Customer friendly initiatives undertaken by Pizza Hut Pukekohe will help in
meeting the expectations of the customers.
Results:
RESPONSES FREQUENCY
Strongly disagree 5
Disagree 10
Neutral 25
Agree 5

Strongly agree 55
TOTAL 100
Strongly
disagree Disagree Neutral Agree Strongly
agree
0
10
20
30
40
50
60
Customer friendly initiatives undertaken by Pizza Hut
Pukekohe will help in meeting the expectations of the
customers.
FREQUENCY
Analysis and Findings: From the above theme, it is analysed that customer friendly
initiatives undertaken by Pizza Hut Pukekohe will help in meeting the expectations of the
customers. From the data collected, it is found that 55% of respondents strongly support the
statement. However, there are 25% who shows neutral behaviour, 5% agree, 10% disagree
and 5% strongly disagree. Therefore, from the above results, it has been evaluated that Pizza
Hut needs to keep on working on its customer friendly ways of developing their response and
loyalty with the firm (Armstrong, 2009).
Theme 7: Close substitutes of the Pizza Hut’s products available in the market affect
the sales of the business.
RESPONSES FREQUENCY
Strongly disagree 5
Disagree 15
Neutral 20
Agree 40
Strongly agree 20

TOTAL 100
Close substitutes of the Pizza Hut’s products available in the
market affect the sales of the business.
Strongly disagree
Disagree
Neutral
Agree
Strongly agree
Analysis and Findings: From the above findings and analyses, it is strongly believed that
close substitutes of the Pizza Hut’s products available in the market affect the sales of the
business. There are 20% responses in favour of the statement whereas 40% agrees and 20%
showed neutral behaviour. Contrary to this, 15% disagree and 5% were strongly disagreeing
to the statement. There are similar firms who are offering products and services. These firms
offer very effective ways to grab the customer attention in working a step ahead in many
terms such as quantity, quality etc of the products and services (Buckley, 2006).
Theme 8: Quick delivery enhances the customer satisfaction level.
Results:
RESPONSES FREQUENCY
Strongly disagree 5
Disagree 5
Neutral 10
Agree 40
Strongly agree 40
TOTAL 100

Strongly
disagree Disagree Neutral Agree Strongly
agree
0
5
10
15
20
25
30
35
40
45
Quick delivery enhances the customer satisfaction level.
FREQUENCY
Analysis and Findings: From the above theme, it is found that quick delivery enhances the
satisfaction of the customers. The data gathered highly demon stare that 40% of responses
strongly agree to the narration. However, only 5% of the respondents are disagreeing to this
fact. It is analysed that customers usually found to be so satisfied with timely delivery. They
benefit with the idea that Pizza Hut is offering value products and services without
compromising with their time waste and value (Columbus, 2009). In this respect, it can be
effectively said that quick delivery is the essence of company’s image and reputation.
Theme 9: Positive environment of the outlet attracts the customers towards the Pizza
Hut Pukekohe.
Results:
RESPONSES FREQUENCY
Strongly disagree 5
Disagree 15
Neutral 20
Agree 40
Strongly agree 20
TOTAL 100

Positive environment of the outlet attracts the customers
towards the Pizza Hut Pukekohe
Strongly disagree
Disagree
Neutral
Agree
Strongly agree
Analysis and Findings: The above finding clears evidenced that positive environment of the
outlet attracts the customers towards the Pizza Hut Pukekohe. This is supported from the
viewpoint of 40% participants who agrees to the narration. However, there are 20% who
strongly agrees, 20% were neutral, 15% disagrees and 5% strongly disagrees. It is therefore
analysed that if the surrounding is pure in every sense such as good gentry, effective
behaviour of people living residing over the location, pollution free etc, then the customers
will surely attract to the firm and thus will subsequently support in enhancing the customer
satisfaction level of the people (Jha, 2008).
Theme 10: Location of Pizza Hut Pukekohe at a convenient place as in the reach of the
customers contributes towards the enhancement of their satisfaction level.
Results:
RESPONSES FREQUENCY
Strongly disagree 5
Disagree 10
Neutral 25
Agree 5
Strongly agree 55
TOTAL 100

Strongly
disagree Disagree Neutral Agree Strongly
agree
0
10
20
30
40
50
60
Location of Pizza Hut Pukekohe at a convenient place as in
the reach of the customers contributes towards the
enhancement of their satisfaction level
FREQUENCY
Analysis and Findings: From the above theme, it is analysed that Location of Pizza Hut
Pukekohe at a convenient place as in the reach of the customers contributes towards the
enhancement of their satisfaction level. From the data collected from primary and secondary
data sources, it is found that 55% of respondents strongly support the statement. However,
there are 25% who shows neutral behaviour, 5% agree, 10% disagree and 5% strongly
disagree. It is evaluated that customers are said to be satisfied when they are offered with all
the required facilities at the place which they visit for the sake of spending their leisure time.
In this regards, providing the suitable place where they must feel safe and supportive
(Murphy, 2006).
Theme 11: Pizza Hut Pukekohe attains higher sales by contributing to the satisfaction
level among the customers.
Results:
RESPONSES FREQUENCY
Strongly disagree 5
Disagree 15
Neutral 20
Agree 40
Strongly agree 20
TOTAL 100

Pizza Hut Pukekohe attains higher sales by contributing to
the satisfaction level among the customers
Strongly disagree
Disagree
Neutral
Agree
Strongly agree
Analysis and Findings: The above finding clears evidenced that Pizza Hut Pukekohe attains
higher sales by contributing to the satisfaction level among the customers. This is supported
from the viewpoint of different participants who shared their responses. It is 40% participants
who agree to the narration. However, there are 20% who strongly agrees, 20% were neutral,
15% disagrees and 5% strongly disagrees. It is therefore analysed that it is necessary to assess
the benefits which is driven from the customer satisfaction level. The effort which is induced
by the firms such as Pizza Hut is undertaken in order to extract the higher sales and profits
(Hausman, 2000). It is because imbibing the customer’s contentment level is directly linked
to magnetise them for marinating long term relationship with them. This is to gain the
continuous support and future association with them.
RECOMMENDATION
From the above study, there is presented points of recommendations which are
planned with the purpose of attaining the objective of the study.
Customer Investment, new product development and innovative system
There are different ways which can be planned by Pizza hut in response to gain the
long term relationship with the customers. Hence, it could be said that if management need to
undergo appropriate investment or in developing their new product strategy to magnetizes the
interest of the customers towards the same.
Service delivery on time by Pizza Hut
For the customer satisfaction at the Pizza Hut, products and services offered on time
helps to enhance the effectiveness of the firm (Kortmann, 2012). Suitable services provided
helps to gain the maximum customer contentment.

Initiating Total Quality Management
For improving the services of customers, the TQM is suggestible to put on use so as
to improve the implementation of function and for laying down improved opportunities
(Pieters & Wedel, 2004). It is also recommended to put this quality measure to support the
different ways of enhancing quality of products and services offered by the Pizza Hut.
Extended innovation of products
One of the key considerations to enable the customer support is to infuse the use of
innovative products entry and services (Mallikarjun, 2015). The satisfaction level helps to
raise the needs and demands of the customers.
Aligning organisational goals for customer satisfaction
Pizza Hut uses different method as a strategic tool for measuring the satisfaction level
of the customers in order to align their goals (McGoldrick, 2009). Thus, for developing the
same, there must be consideration of business objectives in order to measure the customer
satisfaction within business.
CONCLUSION
From the research, it has been found that customer satisfaction is chief essence that
adds value to the firm. Incorporation of various management tools helps to enhance the
customer satisfaction. Research undertaken showcases the significance of customer
satisfaction and the benefits which has been gained. The study proved resourceful in
enhancing the assessment of benefits that has from customer satisfaction to the firm.
Customer satisfaction is thus considered as the chief practice that firms such as Pizza
Hut is involved in enhancing its organisational benefits and outcomes. In this regard research
also identified that competition in the business environment is increasing which can affect the
customer base of the organization. It is concluded that rising number of firms entering into
this offerings are having crucial role in upgrading the growth and performance of the firm.
Research even showed the very significant role which is played by steps that are followed by
firms such recognition of the need, initiating search process of the information, evaluation of
the pre-purchase alternative, purchase, consumption, and divestment. From the research, it
has been observed that there are various factors responsible for the decrease in the customer
satisfaction. The identified factors such as increasing competition, availability of chose
substitutes, low quality of the products or services, high pricing policy of the business,
negative attitude of the employees towards the customers and non-availability of the services
or products for the consumption by the customers are highly recommended to be followed in

order to gain the satisfaction level outcome. Thus, the purpose of undertaken this study with
respect to factors supporting customer satisfaction aspects has been accomplished.

REFERENCES
Armstrong, M., (2009). A Handbook of Human Resource Management Practice. 11th
Edition. Kogan page, London.
Arora, A., (2013). International Business Realisms: Globalizing Locally Responsive and
Internationally Connected Business Disciplines. Springer.
Bayley, G. & Nancarrow, C., (2008). “Impulse purchasing: A qualitative exploration of the
phenomenon”. Qualitative Market Research. 1(2). Pp.99 – 114
Buckley, J., (2006). The Normandy Campaign 1944. London: Routledge.
Carnall, C., (2002). Knowledge Management. Journal of Change Management. 3(2). pp.189-
190.
Carpenter, A. M., Sanders, G. W. & Harling, F. K., (2012). Strategic Management: A
Dynamic Perspective – Concepts. Pearson Education Canada.
Cohen, S. & et.al., (2006). Learning with local help: Expanding the dialogue on climate
change and water management in the Okanagan Region, British Columbia, Canada.
Climatic Change. 75(3).pp. 331-358.
Columbus, A., (2009). Advances in psychology research. New York: Nova Science Pub.
Graubner, M., (2006). Task, firm size, and organizational structure in management
consulting. Wiesbaden: Deutscher UniversitSts-Verlag.
Hausman, A., (2000). “A multi-method investigation of consumers motivations in impulse buying
behaviour”, Journal of Consumer Reseach. Pp.403 – 419
Jha, N., (2008). Research methodology. Chandigarh: Abhishek Publications.
Kortmann, S., (2012). The relationship between organizational structure and organizational
ambidexterity. Wiesbaden: Springer Gabler.
Mallikarjun, S., (2015). Efficiency of US airlines: A strategic operating model. Journal of Air
Transport Management. 43. pp.46-56.
McGoldrick, P.,(2009). “Retail marketing”, London, McGraw Hill International, UK Limited
Murphy, J., (2006). Critical challenges in the emerging global managerial order. Critical
perspectives on international business. 2(2) .pp.128 – 146.
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APPENDIX
QUESTIONNAIRE
(Employees and customers of Pizza Hut Pukekohe)
“This survey has been initiated for analysing the factors that create customer satisfaction and
identifying the different factors that helped in improving their contentment level of the
customers and employees at the Pizza Hut Pukekohe.”
1. Gender
• Male
• Female
2. Age
• 20-25 years
• 26-30 years
• 31-35 years
• 35 years and above
3. Management level (for employees)
• Top level
• Middle level
4. Years of experience (For employees)/ buying experience (for customers)
• 1-2 years
• 3-4 years
• 5-6 years
• 6 years and above
5. Do you believe that customer’s satisfaction results in developing loyalty in
enhancing company’s success and profitability?
• Yes
• No

6. Which among the following factors helps in contributing customer
satisfaction?
• Attentiveness
• Helpfulness
• Responsiveness
• Above all
7. What among the below is the most crucial factor that is responsible for
affecting the customer satisfaction at Pizza Hut?
• Increasing competition
• Availability of close substitutes
• Low quality of the products or services
• High pricing policy of the business
• Negative attitude of the employees towards customers
• Non-availability of the services or products
8. As per your view whether by adopting customer oriented approach Pizza Hut
will be able to deal with increasing market competition?
• Yes
• No
• Can’t Say
9. Which among the below mentioned factors will help in the creation of
customer satisfaction level at the Pizza Hut?
• Quality of the products or services
• Time involved in the delivery
• Attitude of the employees towards customers
• Environment at the business outlets
• Taste and hygiene factors
• Customer support services
• Prices of the products
• Availability of the substitutes
• Location of the outlets
• Above all

Please mark your favour in response to below statement to the extent of their
effectiveness pertaining to the Pizza Hut.
10. Do you agree that customer friendly initiatives undertaken by Pizza Hut
Pukekohe will help in meeting the expectations of the customers?
• Strongly disagree
• Disagree
• Neutral
• Agree
• Strongly agree
11. Do you agree that close substitutes of the Pizza Hut’s products available in
the market affects the sales of the business?
• Strongly disagree
• Disagree
• Neutral
• Agree
• Strongly agree
12. Do you believe that quick delivery enhances the customer satisfaction level?
• Strongly disagree
• Disagree
• Neutral
• Agree
• Strongly agree
13. How far to your opinion do you think that the positive environment of the
outlet attracts the customers towards the Pizza Hut Pukekohe.
• Strongly disagree
• Disagree
• Neutral
• Agree
• Strongly agree

14. Is it effective to note that location of Pizza Hut Pukekohe at a convenient
place as in the reach of the customers contributes towards the enhancement
of their satisfaction level?
• Strongly disagree
• Disagree
• Neutral
• Agree
• Strongly agree
15. Do you agree that Pizza Hut Pukekohe attains higher sales by contributing to
the satisfaction level among the customers?
• Strongly disagree
• Disagree
• Neutral
• Agree
• Strongly agree