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Transcript of Restaurant services
M a n c h e s t e r U n i t e d v s .
F i ra n g i Pa a n i
Restaurant Services
M A N C H E S T E R U N I T E D R E S TA U R A N T A N D B A R , K O R A M A N G A L A ,
B A N G A L O R E
Type : Restaurant and Bar
Food type: American, Continental, Indian
Features: Draught Beer, Large group friendly
Payment methods: Visa, master, cash
Average pint of Beer: Rs.150 + Tax
Average meal for two: Rs.1000
Ambience: celeb frequented, Gaming
Meal type: Lunch, Buffet, Dinner
O t h e r F e a t u r e s :
S e r v e s f o o d
K i d f r i e n d l y
G a m e s
Va l e t P a r k i n g
C i g a r s a v a i l a b l e
S e r v e s A l c o h o l
L a r g e S c r e e n
L i v e m u s i c
B a r A r e a
D J
A i r C o n d i ti o n e d
M A N C H E S T E R U N I T E D R E S TA U R A N T A N D B A R , K O R A M A N G A L A ,
B A N G A L O R E
F I R A N G I P A A N I R E S TA U R A N T A N D B A R , K O R A M A N G A L A , B A N G A L O R E
Type : Restaurant and Bar, English Pub
Food type: American, Continental, Indian
Features: Notable Beer & Wine list, Large
group friendly
Payment methods: Visa, Amex, master, cash
Average pint of Beer: Rs. 160
Average meal for two: Rs.1000
Ambience: Bar Scene, bar seating
Meal type: Lunch, Buffet, Dinner
F I R A N G I P A A N I R E S TA U R A N T A N D B A R , K O R A M A N G A L A , B A N G A L O R E
O t h e r F e a t u r e s :
S e r v e s f o o d
C o l o n i a l A m b i e n c e
B i g s h i p c r a ft e d i n
m i d d l e
G o o d l o c a ti o n
C i g a r s a v a i l a b l e
S e r v e s A l c o h o l
P o l i s h e d w o o d
R e t r o m u s i c
B a r A r e a
A i r C o n d i ti o n e d
H Y P O T H E S I S O F T H E P R O J E C T
Hypothesis:
Manchester united Restaurant is successful in restaurant business compared to the
other restaurants at Koramangala.
Alternate Hypothesis:
Manchester United lost its competition to Firangi Paani
Notes:
1. The evaluation of success is done on the basis of quality of tangibles and services.
2. The study is made to identify the entry barriers of Manchester United restaurant, to
identify the potential customers for the restaurant and to study the threat of substitute
products and services in the same locality.
M A N C H E S T E R U N I T E D V s . F I R A N G I PA A N I
Scope of the survey
Survey Analysis
Insights
SERVQUAL Model
Results
Strategies
S C O P E O F T H E S U R V E Y
No. of surveys used : 3 Manchester United Firangi Paani Restaurant Services
Means of data collection : Online + Field Total People Met : 172 (Field)
Responses gathered: Manchester United: 61 Firangi Paani: 60 Restaurant Services: 31
The survey was designed in consideration to quality of food, service, ambience and recommendations with evaluation of the same on a likert scale of 1-5.
Model Survey : Firangi Paani
E l e m e n t s r e c a l l e d – M a n c h e s t e r U n i t e d
• Average age group of the people surveyed: 25
FC service fun ManU food Ambience0%
10%
20%
30%
40%
50%
60%
11% 13%18%
31%
44%
51%
Percentage recalled
Percentage recalled
fun
Servi
ceDrin
ks
nothing s
pecific
Food
Ambience0%
10%
20%
30%
40%
50%
60%
7% 7%
20%23%
30%
50%
Percentage of recall
Percentage of recall
E l e m e n t s r e c a l l e d – F i r a n g i P a a n i
Q u a l i t y o f S e r v i c e
Strongly disagree
Disagree Neither Agree Strongly agree0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
6%
3%
26%
32% 32%
10%
6%
10%
29%
45%
ManU seated promptlyFirangi Paani seated promptly
Strongly disagree Disagree Neither Agree Strongly agree0%
10%
20%
30%
40%
50%
60%
3%
19%
26%
35%
16%
10%
3%
0%
55%
32%
ManU Ordering time quickFirangi Paani Ordering time quick
Q u a l i t y o f S e r v i c e
Strongly disagree Disagree Neither Agree Strongly agree0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
10%
26%
10%
32%
23%
13%
0%
10%
45%
32%
ManU Server-friendly and patientFirangi Paani Server-friendly and patient
Q u a l i t y o f S e r v i c e
Strongly disagree Disagree Neither Agree Strongly agree0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
19%
16%
23%
29%
13%13%
3%
6%
39%
35%
ManU CommunicationFirangi Paani Communication
Q u a l i t y o f S e r v i c e
Q u a l i t y o f S e r v i c e
Strongly disagree Disagree Neither Agree Strongly agree0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
0%
35%
23%
19%
23%
13%
3%
6%
45%
32%
ManU server answer all qnsFirangi Paani server answer all qns
Q u a l i t y o f S e r v i c e
Strongly disagree Disagree Neither Agree Strongly agree0%
10%
20%
30%
40%
50%
60%
0%
10%
13%
45%
32%
13%
3% 3%
55%
26%
ManU Overall service excellentFirangi Paani Overall service excellent
Q u a l i t y o f S e r v i c e
Strongly disagree Disagree Neither Agree Strongly agree0%
10%
20%
30%
40%
50%
60%
0% 0%
23%
29%
48%
10%
0%
10%
55%
23%
ManU Dining experience- valueFirangi Paani Dining experience- value
Q u a l i t y o f S e r v i c e
F i r a n g i P a a n i f a c t s :
• 4 6 . 5 % o v e r a l l s t r o n g l y a g r e e t h a t F i r a n g i P a a n i h a s a b e tt e r
q u a l i t y o f s e r v i c e
• 8 2 % v i s i t e d t h e r e s t a u r a n t w i t h o u t r e s e r v a ti o n
• 8 6 % s a y s t h e w a i ti n g ti m e w a s a b o u t w h a t t h e y e x p e c t e d
• 7 7 % a g r e e t h a t t h e y w i l l r e c o m m e n d F i r a n g i P a a n i
M a n c h e s t e r U n i t e d f a c t s :
• 2 6 . 7 % o v e r a l l s t r o n g l y a g r e e t h a t M a n U r e s t . H a s a b e tt e r
q u a l i t y o f s e r v i c e
• 4 8 % v i s i t e d t h e r e s t a u r a n t w e n t w i t h r e s e r v a ti o n
• 8 4 % s a y s t h e w a i ti n g ti m e w a s a b o u t w h a t t h e y e x p e c t e d
• 9 4 % a g r e e t h a t t h e y w i l l r e c o m m e n d M a n c h e s t e r U n i t e d
A m b i e n c e
Strongly disagree Disagree Neither Agree Strongly agree0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
3% 3%
6%
42%
45%
10% 10%
23%
45%
16%
ManU LivelyFirangi paani Lively
A m b i e n c e
Strongly disagree Disagree Neither Agree Strongly agree0%
10%
20%
30%
40%
50%
60%
70%
0% 0%
13%
23%
65%
10%
3%
23%
48%
16%
ManU InteriorsFirangi paani Interiors
A m b i e n c e
Strongly disagree Disagree Neither Agree Strongly agree0%
10%
20%
30%
40%
50%
60%
70%
0%
6% 6%
26%
61%
3%
10%
29%
42%
16%
ManU seating arrangementFirangi paani Seating arrangement
A m b i e n c e
Strongly disagree Disagree Neither Agree Strongly agree0%
10%
20%
30%
40%
50%
60%
0% 0%
19%
26%
55%
3%
6%
23%
45%
23%
ManU furniture neatFirangi paani furniture neat
A m b i e n c e
Strongly disagree Disagree Neither Agree Strongly agree0%
10%
20%
30%
40%
50%
60%
70%
0% 0%
6%
35%
58%
0% 0% 0% 0% 0%
ManU matches upto dateFirangi paani matches upto date
A m b i e n c e
Strongly disagree Disagree Neither Agree Strongly agree0%
10%
20%
30%
40%
50%
60%
0%
3%
16%
29%
52%
6% 6%
19%
48%
19%
ManU Worth a revisitFirangi paani Worth a revisit
A m b i e n c e
F i r a n g i P a a n i F a c t s
• 2 0 . 3 % o v e r a l l s a y s t h e y s t r o n g l y a g r e e t h e a m b i e n c e i s g o o d
M a n c h e s t e r U n i t e d F a c t s
• 5 6 . 7 % o v e r a l l s a y s t h e y s t r o n g l y a g r e e t h e a m b i e n c e i s g o o d
Q u a l i t y o f F o o d
Strongly disagree Disagree Neither Agree Strongly agree0%
10%
20%
30%
40%
50%
60%
3%
0%
6%
42%
48%
10%
3%
19%
42%
26%
ManU Hot and freshFirangi Paani Hot and fresh
Q u a l i t y o f F o o d
Strongly disagree Disagree Neither Agree Strongly agree0%
10%
20%
30%
40%
50%
60%
0%
3%
16%
32%
48%
13%
16%
13%
32%
26%
ManU menuFirangi Paani menu
Q u a l i t y o f F o o d
Strongly disagree Disagree Neither Agree Strongly agree0%
10%
20%
30%
40%
50%
60%
70%
0%
6%
3%
29%
61%
10%
23%
16%
32%
19%
ManU quality of foodFirangi Paani quality of food
Q u a l i t y o f F o o d
Strongly disagree Disagree Neither Agree Strongly agree0%
10%
20%
30%
40%
50%
60%
70%
0%3%
10%
26%
61%
23%
13%
26%29%
10%
ManU taste and flavoryFirangi Paani taste and flavory
Q u a l i t y o f F o o d
Manchester United Facts
• 57% strongly agree that food is better
Firangi paani facts
• 26.2% strongly agree that the food is better
G e n e r a l R e s t a u r a n t s e r v i c e s s u r v e y
• 90% of the respondents know of Manchester United restaurant
• 74% of the respondents know of Firangi paani restaurant
• 68% of the respondents were Non-vegetarian
• 69% of the respondents quoted that they went to restaurant when a friend
recommends him
• 61% of the respondents says they will go to a restaurant by just seeing on the
passway
• 81% of the respondents says they look for tasty food at first instinct
• 87% of the respondents says they look for ambience in a restaurant
• 74% of the respondents says they find ManU and Firangi Paani have more
commanalities
R e s u l t s
Zone of defection zone of indifference zone of affection0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
11.90% 13.47%
74.41%
15.20% 16.10%
68.60%
Firangi PaaniManU
• R e j e c ti n g t h e n u l l h y p o t h e s i s .
• I t i s p r o v e n t h a t M a n c h e s t e r U n i t e d l o s t i t s c o m p e ti ti o n t o
F i r a n g i P a a n i
Research is to see what everybody else has seen, and to think what nobody else thought
THANK YOU!
Abbas MithaiwalaAbdul Rahim Shah
Baleshwar SrivastavaVidhyalakshmi K
Vinay Patil