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SRI RAMAKRISHNA ENGINEERING COLLEGE

COIMBATORE-641 022

Department of Management Studies

A SUMMER PROJECT REPORT

AUGUST 2014

This is to certify that the project report entitled

A STUDY ON THE BUSINESS PRACTICES IN

SREEANNAPOORNASREEGOWRISHANKAR

is the bonafide record of project work done by

NAVITHA K

Register Number: 1391025

of Department of Management Studies during the year 2013-2015

__________________ __________________________

Project Guide Director Management Studies

Submitted for the project Viva-Voce examination held on ______________

_______________ ________________

Internal Examiner External Examiner

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DECLARATION

I affirm that the Project titled A STUDY ON THE BUSINESS PRACTICES

INSREEANNAPOORNASREEGOWRISHANKAR being submitted inpartial fulfilment

for the award of MBA is the original work carried out by me. It has notformed the part of any

other project work submitted for award of any degree or diploma,either in this or any other

university.

NAVITHA K

1391025

I certify that the declaration made above by the candidate is true.

Dr.S.KRISHNAPRABHA

Associate Prof.Department ofmanagement studies

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ACKNOWLEDGEMENT

I am very thankful to the Management, Dr.A.EbenezerJeyakumar, Director

(Academics) and Dr.N.R.Alamelu, Principal of Sri Ramakrishna Engineering College for

providing facilities to complete the project work.

I express my immense gratitude to Dr.K.Chitra, Director, Department of

Management studies and to Dr.S.KRISHNAPRABHA, for her constant support to undergo

study in an extensive manner and her continuous encouragement and valuable guidance to

complete this project successfully.

I extend my sincere thanks toMr.JaganDamodarasamy , Executive Director and Mr.

Kovalan&Mr.KalaimaniHR Managers, SreeAnnapoornaSreeGowrishankar, for rendering

their whole hearted support from the organization side for the successful completion of this

project.

My heartfelt thanks to My Parents and My Friends who supported and encouraged

me and made my endeavors possible.

I also thank all who have helped me directly and indirectly in completing this project

work.

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EXECUTIVE SUMMARY

Introduction

A concept that encompasses a customer's impression, awareness and/or

consciousness about acompany or its offerings. Customer perception is typically affected by

advertising,reviews,public relations,social media,personalexperiences and otherchannels.

Today, in the highly developed & technologically advanced society, the customers have a

great deal of choices and options to decide on.From the marketers' point of view the purpose

of marketing is to sell more stuff to more people more often for more money in order to make

more profit. Restaurant is a service based industry which comes under Quick Service

Industry, customers who visit restaurants come with some expectation level and they are not

ready to compromise in certain aspects. This study aims to understand about the customer

perceptions who visit Annapoorna.

Objective

To study the management practices followed at Annapoorna and to study the customers

perception visiting Annapoorna.

Methodology

Descriptive research methodology is followed in order to describe the behavior and

the satisfaction level of the customers. An interview schedule was prepared and information

from the customers was collected. Sample sizes of 130 customers were selected.

Learnings

From the study conducted there were lots of real time experiences and learnings

which are stated below. The functioning of the different departments of Annapoorna and its

branches were observed. At the time of observation could observe many function of

Annapoornas hospitality. They concentrate on how to handle the customer without having

any problem, in case they face any problem the person in charge will immediately appear to

solve the problem without making an issue. The crowd that enters Annapoorna is of huge in

number, they take care so that the customers do not wait for a longer period of time they
http://www.businessdictionary.com/definition/marketing-concept.htmlhttp://www.businessdictionary.com/definition/customer.htmlhttp://www.businessdictionary.com/definition/awareness.htmlhttp://www.businessdictionary.com/definition/company.htmlhttp://www.businessdictionary.com/definition/advertiser.htmlhttp://www.businessdictionary.com/definition/review.htmlhttp://www.businessdictionary.com/definition/public-relations.htmlhttp://www.businessdictionary.com/definition/social-media.htmlhttp://www.businessdictionary.com/definition/experience.htmlhttp://www.businessdictionary.com/definition/channel.htmlhttp://www.businessdictionary.com/definition/channel.htmlhttp://www.businessdictionary.com/definition/experience.htmlhttp://www.businessdictionary.com/definition/social-media.htmlhttp://www.businessdictionary.com/definition/public-relations.htmlhttp://www.businessdictionary.com/definition/review.htmlhttp://www.businessdictionary.com/definition/advertiser.htmlhttp://www.businessdictionary.com/definition/company.htmlhttp://www.businessdictionary.com/definition/awareness.htmlhttp://www.businessdictionary.com/definition/customer.htmlhttp://www.businessdictionary.com/definition/marketing-concept.html

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make quick arrangements for the customers and not make them wait for a longer period of

time because the customers who enter comes with lots of expectation and Annapoorna

perfectly satisfies their need.

Findings and Recommendations

Most of customers visiting Annapoorna are not satisfied with the quantity of the food

provided so it is recommended to take care of the quantity of the food which is been

provided. Customers are expecting quick service and they are not ready to wait for a longer

period of time after their order so it has to be noticed in providing quick service. Customers

are expecting much more variety in the menu which is to be increased in order to attract

customers other than idly, dosa and sambar. In few branches there is no lobby for the

customers to wait it would be better if lobby is there for all the branches. Most of the

customers who enter Annapoorna come for their leisure time so special care must be taken in

that.

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TABLE OF CONTENTS

Chapter No. Title Page No.

1 INTRODUCTION

1.1 Company Profile

1.2 Introduction

1.2.1 Type of Organisation

1.1.3 Members of the Organisation

1.2.3 Product and Services

1.2.4 History

1.2.5 Vision and Mission

1.3 Organisation Chart

1.4 CSR Activities

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2 MICRO AND MACRO ANALYSIS

2.1 Industry Position

2.2 PESTLE Analysis

2.3 SWOT Analysis

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3 FUNCTIONAL AREA

3.1 MIS

3.1.1 SAP

3.1.2 CATTER PILLAR FO

3.2 Production

3.2.1Quality Practices

3.2.2 Production Process

3.2.3 Raw Material Sourcing

3.2.4 Vender identification

3.2.5 Inspection

3.2.6 Inventory Management

3.2.7 Supply Chain Management

3.2.8 Service

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3.2.9 Purchase Details

3.2.10 Production Details

3.3 Human Resource

3.3.1 Recruitment

3.3.1.1 Source

3.3.1.2 Policy

3.3.1.3 Process

3.3.2 Orientation

3.3.3 Carrer Planning & Development

3.3.3.1 Career Planning

3.3.3.2 Promotion

3.3.4 Training & Development

3.3.4.1 Training

3.3.4.2 Development

3.3.5 Performance Apprisal

3.3.6 Motivation

3.3.7 Counseling

3.3.8 Retention

3.3.9 Compensation

3.3.10 Welfare Activities

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FIELD STUDY

4.1 Customer perception Annalysis

4.1.1 Branches Visited

4.2 Customer Survey

4.2.1 Objective

4.2.2 Research Methodology

4.2.2.1 Data collection

4.2.2.2 Sample Size

4.3Analysis & Interpretation

4.3.1 Gender

4.3.2 Age

4.3.3 Quality of Food

4.3.4 Tate of Food

4.3.5 Variety of Food

4.3.6 Quantity of Food

4.3.7 Service Provided

4.3.8 Cleanliness

4.3.9 Overall Dining Experience

4.4 Findings

4.5 Recommendations

4.6 Conclusion

LEARNINGS

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APPENDIX 32

BIBLIOGRAPHY 33

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LIST OF TABLES

Table No Content Page No

1.1 Company Profile 1

4.1 Gender 19

4.2 Age 20

4.3 Satisfaction Level Of Customers Of Annapoorna 21

4.4 Customer perception towards Annapoorna 22

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LIST OF CHARTS

Chart No Title Page No

4.1 Gender 19

4.2 Age 20

4.3 Quality Of Food 23

4.4 Taste Of Food 24

4.5 Variety Of Food 25

4.6 Quantity Of Food 26

4.7 Service Provided 27

4.8 Cleanliness 28

4.9 Over All Dining Experience 29

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CHAPTER I

1.1

COMPANY PROFILE

TABLE 1.1

1.2 INTRODUCTION

SreeAnnapoornaSreeGowrishankar is a leading food industry in Coimbatore. It was

started in early 1960s by K. Dhamodarasamy and his brothers, initially it was started as a

canteen in a theater were only tea and snacks was provided later started up many chain of

restaurants in various parts of Coimbatore. They are the leading in this industry for about 40

years.

Industry Restaurant

Genre South Indian Vegetarian Cuisine

Founded Early 1960s

Founder(s) K. Dhamodarasamy Naidu

Head Office North Coimbatore

Number of locations 16 as of now

Area served Coimbatore

Products Food, Sweets, Snacks

Employees 2000 and odd

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1.2.1 TYPE OF ORGANIZATION

The organization by name is SreeAnnapoornaSreeGowrishankar by virtue being the

Private Limited Company comes under the Service Industry. As a restaurant they are following

all the food safety measures which is be carried out by the restaurants.

1.2.2MEMBERS OF THE ORGANIZATION

The members of management as on 30/5/2014

Chairman Mr. Ramasamy

Vice ChairmanMr. Sunder Rajan

Managing DirectorMr. Venkatesh

Joint Managing Director Mr. Srinivasan

Executive DirectorsMr. JaganDamodarasamy, Mr. Vivek Srinivasan, Mr. Karthik

1.2.3 PRODUCT AND SERVICES

SreeAnnapoorna provides

Services

Restaurants

Lodging

Product

Kitchen Equipments

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Restaurant

The restaurants are providing the following product and services

South Indian food

North Indian food

Chinese

Beverages

Fresh juice

Deserts

Lodging

There is a 2 star hotel and lodging service in R S Puram, they are 56 rooms present in it.

Hospitality provided is good that they have loyal customers who stay here always when they

visit Coimbatore. They have deluxe and ordinary A/C rooms available, the rooms are cleaned

daily and customers are provided with dental kit, toiletry kit and other basis necessity.

Kitchen equipments

They produce stainless steel kitchen equipments for their kitchen; they do not sell in

their product in the market. They have certain customers who purchase from them and supply to

few colleges in India.

1.2.4 HISTORY

The Annapoorna chain was started in the early 1960s by K. Dhamodarasamy Naidu as a

catering unit in Kennedy movie Theater inR. S. Puram, Coimbatore.Later a coffee house was

set up and run by Naidu and his three brothers K. Rangaswamy Naidu, K. Ramaswamy Naidu

and K. Lakshmanan. It offered coffee, tea and tiffin items. In 1968, they opened a vegetarian

restaurant under the name "SreeAnnapoorna". The business grew as more restaurants were

opened in many locations in Coimbatore. In 1983, a lodging hotel was opened. Currently the

Annapoorna group has 16 restaurants in Coimbatore as of now.
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1.2.5 VISION

The organization started with a vision to produce

Quality service to customers.

1.3 ORGANISATION CHART

Chairman

Vice - Chairman

Managing-Director

Joint Managing

Director

Executive directors

General Manager

Managers

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1.4 CSR Activities

SreeAnnapoorna is operated under a Trust which is run to benefit the poor and needy. They

conduct many CSR activities like,

Promote education to the poor who are not able to afford education.

They give basic education to the tribal.

They support kids in the orphanages by providing education

Sponsor food for NGOs and the Orphanage.

Support NizhalMayam in all ways.

Medical facilities are provided for those who seek them.

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CHAPTER II

MACRO AND MICRO ENVIRONMENT

2.1 INDUSTRY POSITION IN INDIA

Annapoorna is the best known restaurant in Coimbatore city. They offer outdoor orders

from door to door as well as take away from store. Currently Annapoorna chain is expanded over

16 stores around the Coimbatore and still expanding more. Annapoorna fulfills custome rs

satisfaction for food through its treasure of fresh ingredients and by offering wide variety of

options in the menu. It comes under the QSR Industries where 30-34% of growth is been found.

2.2PESTLE ANALYSIS

POLITICAL FACTOR

The hospitality and catering industry often becomes a point of criticism for polluting the

environment particularly in most of the places. A range of activities to customers not only creates

pollution, but also disturbs animals and related environment. Moreover, hotels and related

businesses are contributing a considerable amount of carbon emissions with negative

implications to the issues of global warming. The regulations are inevitably increasing the levels

of operational costs for the company.

ECONOMIC FACTOR

If the countys economsy is better so the GDP of the country will be good, Food

Processing Industry Provides 20% of GDP.It is the initiative for business as the per capita

income increases people will spend more money. There is an assumption that mostly peoplespend more and visit more often during the start of the months.

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SOCIAL FACTOR

Annapoorna is traditional food providers and it is basically inaugurated from Coimbatore. There

are different social forms of society which consists of different class who visit Annapoorna. A

wide range of social factors impacting Annapoorna include emerging trends in consumer

lifestyle, consumer demographic variables, the impact of role models in consumer decision

making, and growth rate of population.

TECHNOLOGICAL FACTOR

An overall development of technological infrastructure related to catering industry might

have great impact on Annapoorna performance. Matters associated with the use of energy and

their costs and the potential for innovation within the industry can be classified as important

technological factors.

Furthermore, hotel bookings have become very sophisticated than ever before. Anyone

can book a hotel room in a simple step with the help of internet. Increasing number of social

media such as Facebook, tweeter and websites like trip advisor help both the customers and the

hotels.

LEGAL FACTOR

Legal factors are also important source of external impact on Annapoorna performance

and they include any changes in the jurisdiction that affect the catering industry in direct and

indirect ways.

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2.3 SWOT ANALYSIS

Strength

Present in the field more than 45 yrs.

Never compromise on their quality.

Satisfy their customers.

Quality service is been provided.

Known for their cleanliness.

Weakness

Not able to expand beyond Coimbatore.

Opportunities

Enter into new ventures with their

brand name

Come up with new age restaurants

Start up a catering college

Threats

Will have many new comers

Quick service restaurants

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CHAPTER III

FUNCTIONAL AREAS

3.1 MIS

The software which are used helps in collecting customer order data, daily transactions,

future forecasting and decision making. The purchase details are been stored and sent according

to the various branches.

The software used are

SAPVersion 3.6.2 for billing,

Cater-Pillar FOVersion 9.9.210 for lodging services.

3.1.1 SAP - Version 3.6.2

SAP is the software which is been used for the billing of the food items which leaves the

kitchen. The functioning is been a systematic order where they follow to place the orders and

take the food out of the kitchen, the functional keys which are used are

F3Bill Print

F4Table Check

F5Check Bill

F8Find Table

3.1.2 CATER-PILLAR FOVersion 9.9.210

Cater Pillar FO is the software which is used in the lodging; here it is used to find the

availability or booking of the room. The service provided is been checked through and they take

measure in ensuring the details of the customers who enter and check out of the lodging. The

service which is been carried is also been entered to make sure the service provided are on time

and done orderly. The functional keys which are used in this software are

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F2Login

F3Availability

F4Reservation

F5Check In

F6Quick Check In

F7Bill

F8Check Out

3.2PRODUCTION

The production is been centralized where the maximum production is been done in the

central kitchen and the remaining instant production is only done in the branches and food is

served. Dishwashing is done as the used dishes come in for washing, a separate place is been

allotted for dishwashing in the kitchen. Cleanliness is been the main factor that Annapoorna

takes into the consideration and provide hygiene food and water to the customers.

3.2.1 QUALITY PRACTICES

They check the food before it been given to the customers, they do not compromise on the

quality of the food which is been given to the customers. If any taste variation is there they makethe correction before it reaches the customers.

3.2.2 PRODUCTION PROCESS

In the production process 60% from central kitchen and 40% at the branches, all the hot case

food are been send from the central kitchen so that the taste remains the same in all the branches

and they dont have variation in the taste from one Branch to the other.

3.2.3 RAW MATERIAL SOURCING

The raw materials are purchased according to their need. The materials are purchased in bulk

orders considering the entire branches requirement which is been collected in advance and

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stored. All the raw materials are sent from the central Kitchen only cooking is been done in the

branches.

3.2.4 VENDOR IDENTIFICATION

They choose vendor according to the raw material that is been purchased, they have vendors

who they choose to buy their raw materials. They have specification as to which item as to be

purchased from which vendor.

3.2.5 INSPECTION

They have internal audit which takes place often. Each branch has one senior manager and

two or three managers according to the size of the branch. They manage the branch and handle

the complaints from the customers. There is one kitchen head who will take care of all the

kitchen maintenance and the senior captain takes care of the restaurants.

3.2.6 INVENTORY MANAGEMENT

The method First In First Out method is been followed. They maintain the stock in the

branch and order according their requirement. Each branch will place their order a day in

advance so that the item is purchased and sent on time as their requirement, there is a store

keeper who takes in charge of this and maintains the record.

3.2.7 SUPPLY CHAIN MANAGEMENT

According to the order placed from the branches the materials are been supplied the next

day, they have vehicles which keeps moving in the city to distribute the materials on time. Each

branch gets its material there or four times a day according to the availability of the materials in

the branches.

3.2.8 SERVICE

The restaurants provides quick service to the customers, each waiter is been allotted two

are three tables depending on the crowd. The hours in the morning is in between 7:30 to 9 a.m.

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and in the noon it is between 1 to 3 p.m. and in the evening from 8 to 10 p.m during this period

of time they manage the crowd by serving the water first and make them wait for few minutes

and serve the food within 5 to 10 minutes from the order taken and during the non-peak hours the

food is been served quicker to the customers and the customers do not wait for a long period of

time.

3.2.9 PURCHASE DETAILS

Milk and Vegetables are been purchased daily

Milk- Avain& Local vendors

VegetablesOoty vegetables from Mettupalayam& Local Market

Rice & Dal are purchased once in 15 days.

Oil & Ghee are purchased once in a week.

3.2.10 PRODUCTION DETAILS

2tons of rice per day is been used.

7080K coffee per day.

6000 liters of milk per day.

3.3 HUMAN RESOURCE

3.3.1 RECRUITMENT

3.3.1.1 SOURCE

Advertisements are put up in the newspapers and local channel to make the people aware

there is a vacancy in the restaurants and also contact the candidate through phone calls and letthem know about the vacancy in case of the reference.

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3.3.1.2 POLICY

Based on the qualification and experience they fit the employees in the job which is

vacant. They will see if the employee has worked somewhere before and try to fill the vacancy

according to his capability.

3.3.1.3 PROCESS

Candidates are selected by conducting an interview and choose the best. If the selection is

for lower cadre then the HR manager goes on with the recruitment process, if it is for higher

level of the post then the candidate has to go on with an interview along with the Directors to be

selected. The candidates are selected only if they meet the needs of the organization.

3.3.2 ORIENTATION

One day guidance will be given as to what the work is all about and what type of work is

been given to them and how are they supposed to work. They will have some too guide them for

the first day of the work and let them know about the process.

3.3.3 CAREER PLANNING & DEVELOPMENT

3.3.3.1 CAREER PLANNING

Based on the performance during the six months of training the employee are been noted

as to which position of work is to be assigned to them. Initially they appoint the employee as the

water service, table cleaning and as they perform well the employee will be given a better

position in the restaurant. For managers they get direct posting according to the experience and

knowledge.

3.3.3.2 PROMOTION

As their performance increases they get their promotion, if their performance is very

good without and complains then their performance is to be noted and they get to see if there is

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any vacancy in the next position if it is to be found they give them that position. For example,

there is a worker who joined as a captain in the restaurant and now working as a senior manager

in the restaurants.

3.3.4 TRAINING AND DEVELOPMENT

3.3.4.1 TRAINING

Classes are been conducted for the waiters, captains and all other categories through the

theory classes and videos as to what they must do and what they must not do. They are trained as

to how to welcome the customer, how to take order from the customers and how the food is to be

served and how to have a good presentation in the service.

3.3.4.2 DEVELOPMENT

During their training period only the basic pay is been given to the employee and only if

they perform well the employee will get their increment. The organization will not restrict their

employee in developing them personally, the management encourages and allows the employee

to develop their ability and pay them for their work.

3.3.5 PERFORMANCE APPRAISAL

The promotion is based on the performance of the employee, if they work well without

getting any complain, and then the employee will soon get his promotion. As the vacancy occurs

in the branches for higher level, the employee in the immediate lower level will be considered to

fill in that position before they outsource for an candidate. If the employee do not perform well

and has complains then he will be de-promoted until the performance level increases.

3.3.6 MOTIVATION

The employees are motivated in the form of appreciation if they perform well in the

standup meeting which is conducted daily in the morning to assign the job to the employee. Gifts

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are given to the employees if theirperformanceis increased. Other small things are done to

motivate the employees so that they get the sprit to perform well in the future.

3.3.7 COUNSELING

In case there is a problem for the employee and they are about the leave the job in such

cases the manager gives counseling to make the employee understand the situation and how

important is their presenceand try to acquire the employee by not letting them move away from

the organization. In case if the employee is in need of any help the manager tries to satisfy the

employee and retain them.

3.3.8 RETENTION

As the HR visits the branches and he interacts with the employee to see if they are facing

any problem and the employee are been treated well. The HR finds outhow is the work and

supports the employee if there is any need for them without harming the organization so that they

retain their employee and help them in doing their work.

3.3.9 COMPENSATION

The employees are working on the shift basis as to 8 hours per day; the shifts are split up

as four divisions they can choose according to their convenience. If the employee is working

more than 8 hours he gets paid for the overtime and he tries to compensate his working

according to his convenience. If the employee works overtime and he tried to take holidays for it

he is allowed for it. The employee is been given a day rest during the week to relax themselves in

case the employee do not avail for any leave then he is been paid for it by the year end.

3.3.10 WELFARE ACTIVITIES

The organization gives education to the employee children and helps them in their

studies. In case of any injuries or any medical issues to the employee during their working hours

then the organization takes care of the recovery of the employee. The organization has tie up

with the Kalpana Medical Center which is located in the Mettupalayam road to provide medical

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facilities to the employees. The management supports the employee even after theirretirement to

take care of their families, if the employees work more than 2 years then bonus is been provided

to him.

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CHAPTER IV

FIELD STUDY

4.1 CUSTOMER PERCEPTION ANALYSIS

A marketing concept that encompasses a customer's impression, awareness and/or

consciousness about acompany or its offerings. From the study conducted different perception

of the customers visiting Annapoornawas analyzed. Customer satisfaction level towards different

perspective was studied.

4.1.1 BRANCHES VISITED

Few branches were allowed to visit to do field study and to learn about the restaurants.

The branches which are visited are

Restaurants

R S Puram 2 days

Peoples Park 2 days

Ganapathi1 day

Ramakrishna Hospital1 day

Cross cut Road1 day

Lakshmi complex1 day

Saibaba Colony1 day

Lodging

R S Puram1 day

4.2

CUSTOMER SURVEY

4.2.1 OBJECTIVES

To study the customer behavior of Annapoorna
http://www.businessdictionary.com/definition/marketing-concept.htmlhttp://www.businessdictionary.com/definition/customer.htmlhttp://www.businessdictionary.com/definition/awareness.htmlhttp://www.businessdictionary.com/definition/company.htmlhttp://www.businessdictionary.com/definition/company.htmlhttp://www.businessdictionary.com/definition/awareness.htmlhttp://www.businessdictionary.com/definition/customer.htmlhttp://www.businessdictionary.com/definition/marketing-concept.html

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4.2.2 RESEARCH METHODOLOGY

Descriptive research methodology is followed in order to describe the behavior and the

satisfaction level of the customers.

4.2.2.1 DATA COLLECTION

An interview schedule was prepared and information from the customers was collected.

4.2.2.2 SAMPLE SIZE

Sample sizes of 130 customers were selected.

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4.3 ANALYSIS AND INTERPRETATION

4.3.1

GENDER

Table 4.1 Gender

Gender No of respondents Percentage (%)

Male 104 80

Female 26 20

Total 130 100

Fig 4.1-Gender

It is inferred from the above table that 104 (80%) of the customers are male and

26 (20%) are female customers.

Male Female

80

20

Gender

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4.3.2 AGE

Table 4.2 Age

Age No of respondents Percentage (%)

Below 20 12 9.23

20-30 38 29.23

30-40 34 26.15

40-50 30 23.07

Above 50 16 12.03

Total 130 100

Fig-4.2 Age

It is inferred from the above table that most of the respondents 38 (29.23%) of the

customers are in the age group 20-30 and 34 (26.25%) of the customers are in the age group 30-

40

>20 20-30 30-40 40-50

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Table 4.3Satisfaction level of customers of Annapoorna

Variables

Very good Good Average Poor

No % No % No % No %

Quality of

food48 36.92 66 50.76 16 12.30 - -

Taste 46 35.38 74 56.92 10 7.69 - -

Variety of

food34 26.15 52 40 38 29.23 6 4.69

Quantity of

food28 21.53 56 43.07 36 27.69 10 7.69

Service 56 43.07 60 46.15 14 10.76 - -

Cleanliness 70 53.84 52 40 6 4.61 2 1.56

Over all dining

experience34 26.15 86 66.15 10 7.63 - -

It is inferred from the above table that the majority of the customers 66 (50.76%) say the

quality of food served is good, majority of customers 74 (56.92%) say the taste of food is good,

most of the customers 52(40%) say the variety of food is good, most of the customers

56(43.07%) say the quantity of food is good, most of the customers 60(46.15%) say the service

provided is good, majority of the customers 70(53.84%) say the cleanliness is good and majority

of the customers 86(66.15%) of them say the overall dining experience is good.

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Table 4.4 Customer perception towards Annapoorna

Variables Mean Rank

Cleanliness 1.5385 1

Service 1.6769 2

Taste of food 1.7231 3

Quality of food 1.7538 4

Variety of food 2.1385 5

Quantity of food 2.2154 6

It is inferred from the above table that most of the respondents rate highest for the

cleanliness of the restaurant and rate lowest for the quantity of the food.

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4.3.3 QUALITY OF FOOD

Fig -4.3 Quality of foods

It is inferred from the above table that majority of the respondents 66 (50.76%) of the

customers say the quality of food is good and 48 (36.9%) of the customers say it is very good.


36.9

50.76

12.3

0

Quality of food

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4.3.4 TASTE OF FOOD

Fig-4.4 Taste of food


customers say the taste of food is good and 46 (35.38%) of the customers say it is very good.


35.38

56.92

7.69

0

Taste

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4.3.5 VARIETY OF FOOD

Fig-4.5 Variety of food

It is inferred from the above table that most of the respondents 52 (40%) of the customerssay the variety of food is good and 48 (29.23%) of the customers say it is average.


26.15

40

29.23

4.61

Variety of food

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4.3.6 QUANTITY OF FOOD

Fig-4.6 Quantity of food


customers say the quantity of food is good and 36 (27.69%) of the customers say it is average.


21.53

43.07

27.69

7.69

Quantity of food

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4.3.7 SERVICE PROVIDED

Fig -4.7 Service Provided


customers say the service provided is good and 56 (43.07%) of the customers say it is very good.


43.0746.15

10.76

0

Service

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4.3.8 CLEANLINESS

Fig4.8 Cleanliness


customers say the cleanliness is very good and 52 (40%) of the customers say it is good.


53.84

40

4.61

29.23

Cleanliness

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4.3.9 OVER ALL DINING EXPERIENCE

Fig-4.9 Dining Experience


customers say their overall dining experience is good and 34 (26.15%) of the customers say it is

very good.


26.15

66.15

7.63

0

Over all dining experience

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4.4 FINDINGS

Most of customers visiting Annapoorna are not satisfied with the quantity of the food

provided so it is recommended to take care of the quantity of the food which is beenprovided.

Customers are expecting quick service and they are not ready to wait for a longer period

of time after their order so it has to be noticed in providing quick service.

Customers are expecting much more variety in the menu which is to be increased in order

to attract customers other than idly, dosa and sambar.

4.5

RECOMENDATIONS

In few branches there is no lobby for the customers to wait it would be better if lobby is

there for all the branches.

Most of the customers who enter Annapoorna come for their leisure time so special care

must be taken in that.

4.6 CONCLUSION

Food industry is the fastest growing industry in the present scenario in India. Food

industry comes under QSR industry, whereas Annapoorna is growing in a rate of 30-34% per

year. Annapoorna is been leading in this sectors for a very long time.

The purpose of this study is to find out the attribute as to why the customers come to

Annapoorna to have their food. Customers come with some expectation level to have their food

and they it difficult to compromise in the quality of food which is been provided, and

Annapoorna do not compromise in the taste and quality of the food.

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CHAPTER 5

LEARNINGS

1. Organization Set up I learnt about the organization set up and the work culture in theorganization. I came to know about their work schedule and their time management between

each shift. Being punctual is very important in the all the branches. I also learnt to interact with

the higher officials.

2. Brach Set up Each branch had different atmosphere and it is been set up according to the

crowd which enters the restaurant. I learnt the employee management and to tackle them in

difficult situations and get the work done by them. I came to know the importance in working

with the team and how to co-ordinate with team.

3. Questionnaire - The process of framing a questionnaire was learnt. I learnt the appropriate

words to be in a questionnaire and the order of placing the questions. I learnt to be patient in

getting the questionnaire to be filled and answer to all the questions which was asked by the

respondents.

4. Field Study From the field study conducted in first few days I observed the customers

entering Annapoorna and their expectations level. I learnt about the customer perception visiting

Annapoorna and the service provided to satisfy the customers.

5. SPSS Learnt the usage of SPSS and to work with different analyses which are present. I

learnt much more things watching tutorial videos from You Tube

6. Report Preparing report was learnt and the importance of adding valuable contents to the

report. I learnt to work with different tools and do analysis.

7. Pubic learnings I learnt to go interact with strangers with confidence and faced lots of

problem in making them then listen to my words. Bearing insults and learnt to overcome the

situation with a smile and carry on with the next work.

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APPENDIX I

Customer Survey Branch: _____________________

Name: ____________________________________________________

Ph.: ___________________________ E-mail:_____________________________________________

1. Gender : Male Female

2.Age: Less than 20 21-30 31-40 41-50 51 and above

3. How often do you visit restaurants?

Once a month Once in 15 days Once in a weak Very often

4.How often do you visit Annapoorna

Once a month Once in 15 days Once in a weak Very often

5.Other restaurants you visit: _____________________________________________

6.Rate Annapoorna on the following basis


1. Quality of food

2. Taste

3. Variety of food

4. Quantity of food

5. Service

6. Cleanliness

7. Over all dining experience

7.Any Comments/Suggestions: ______________________________________________________

~~~~ Thank You for visiting Annapoorna ~~~~

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BIBLIOGRAPHY

ARTICLES REFERRED

Narayanan, R. Y (16 December 2002). "Entertaining guests at short notice without

sweating it out in the kitchen".Business Line. Retrieved 12 December 2011.

ANTHIKAD-CHHIBBER, MINI."South side story".The Hindu.Retrieved 12 December

2011.

Ramanujam, TCA (2 August 2003). "A recipe that didn't cook up".Business Line.

Retrieved 12 December 2011.

"Doyen of hospitality industry dead".The Hindu

. 22 November 2006. Retrieved 12December 2011
http://www.thehindubusinessline.in/2002/12/16/stories/2002121601091300.htmhttp://www.thehindubusinessline.in/2002/12/16/stories/2002121601091300.htmhttp://www.thehindubusinessline.in/2002/12/16/stories/2002121601091300.htmhttp://www.thehindubusinessline.in/2002/12/16/stories/2002121601091300.htmhttp://www.hindu.com/mp/2007/01/06/stories/2007010600730500.htmhttp://en.wikipedia.org/wiki/The_Hinduhttp://en.wikipedia.org/wiki/The_Hinduhttp://en.wikipedia.org/wiki/The_Hinduhttp://www.thehindubusinessline.in/2003/08/02/stories/2003080200930900.htmhttp://en.wikipedia.org/wiki/Business_Linehttp://en.wikipedia.org/wiki/Business_Linehttp://hindu.com/2006/11/22/stories/2006112210750400.htmhttp://hindu.com/2006/11/22/stories/2006112210750400.htmhttp://en.wikipedia.org/wiki/Business_Linehttp://www.thehindubusinessline.in/2003/08/02/stories/2003080200930900.htmhttp://en.wikipedia.org/wiki/The_Hinduhttp://www.hindu.com/mp/2007/01/06/stories/2007010600730500.htmhttp://www.thehindubusinessline.in/2002/12/16/stories/2002121601091300.htmhttp://www.thehindubusinessline.in/2002/12/16/stories/2002121601091300.htm

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