a comparative analysis regarding level of customer satisfaction between haldiram’s and bikanervala
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A comparative analysis regarding level of customer satisfaction between Haldiram’s and BikanervalaTRANSCRIPT
Major Project Report
on
“A comparative analysis regarding level of customer satisfaction between Haldiram’s and Bikanervala”
Submitted in partial fulfillment of the requirements
for the award of the degree of
Bachelor of Business Administration (BBA)
To
Guru Gobind Singh Indraprastha University, Delhi
Guide: Submitted by:
Ms. Puja Narang
Abhineet Singh Kukreja
Roll No.:10413701712
Batch: 2012-15
Nurturing Excellence
Institute of Information Technology & Management,
New Delhi–110058
Batch (2012-2015)
Certificate
I, Mr. Abhineet singh kukreja Roll No. 10413701712 certify that the Project Report /Dissertation
(BBA-310) entitled “A comparative analysis regarding level of customer satisfaction between
Haldiram’s and Bikanervala.” is done by me and it is an authentic work carried out by me at
Institute of Information Technology and Management.. The matter embodied in this has not
been submitted earlier for the award of any degree or diploma to the best of my knowledge and
belief.
Signature of the Student
Date:
Certified that Projrct Report (BBA-310) entitled “A comparative analysis regarding level of customer
satisfaction between Haldiram’s and Bikanervala..” done by Mr. Abhineet Singh Kukreja, Roll No.
10413701712, is completed under my guidance.
Signature of the Guide
Date:
Name of the Guide: Ms. Puja Narang
Designation:
Address:
Institute of Information Technology & Management, New Delhi-110058
Countersigned
Director/Project Coordinator
ACKNOWLEDGEMENT
The present work is an effort to throw some light on “A comparative analysis regarding level of
customer satisfaction between Haldiram’s and Bikanervala”. The work would not have been
possible to come to the present shape without the able guidance, supervision and help to me by
number of people,
With an overwhelming sense of gratitude, I acknowledge the valuable guidance and consistent
encouragement extended to me by our knowledgeable faculty members like Ms. Puja Narang with
whose guidance, I am able to accomplish this endeavor. Their technical acumen and years of
experience have provided me with crucial inputs at a critical stage.
I also extend my heartfelt thanks to my family and friends for their support directly or indirectly
provided to me.
Abhineet Singh Kukreja
Table of Contents
S No Topic Page No
1. Certificate (s) -
2. Acknowledgements -
3. Assignment Directive -
4. List of Tables -
5. List of Figures -
6. List of Symbols -
7. List of Abbreviations -
8. Executive Summary -
9. Chapter-1: Introduction 1.
10. Chapter-2: Literature Review 28.
11. Chapter-3: Methodology 33.
12. Chapter-4: Data Analysis and Interpretation 36.
13. Chapter-5: Findings and Conclusion 55.
14. References/Bibliography 62.
15. Appendices 63.
LIST OF TABLES
Table No Title Page No
1.1 Difference between Haldiram and Bikanervala 27
4.1 Awareness of Haldiram and Bikanervala food chain 37
4.2 How often do you eat out 38
4.3 Occasion of eat out 40
4.4 Which one do you prefer for sweets 42
4.5 Which one do you prefer for sweets Indian snacks and
fast food
43
4.6 Which one do you prefer for Namkeen 44
4.7 Whose product quality do you find better 45
4.8 Whose product range is wider 46
4.9 Whose price range is more affordable 47
4.10 Whose taste you like more 48
4.11 In your opinion which one is clean and hygienic 49
4.12 Whose ambience you like more 50
4.13 Whose location and availability suits you more 51
4.14 Which one scores more in advertising and promotion 52
4.15 Whose services do you like more 53
4.16 Who is best in your view 54
LIST OF FIGURES
Figure No Title Page No
1.1 Haldiram Logo 2
1.2 Haldiram Past 3
1.3 Haldiram present 4
1.4 Haldiram Future 4
1.5 Awards and acheivement 7
1.6 Haldiram gift pack 13
1.7 Bikanervala logo 15
1.8 Bikanervala Certificates 23
1.9 Bikanervala gift packs 25
4.1 Awareness of Haldiram and Bikanervala food chain 37
4.2 How often do you eat out 38
4.3 Occasion of eat out 40
4.4 Which one do you prefer for sweets 42
4.5 Which one do you prefer for sweets Indian snacks and fast food
43
4.6 Which one do you prefer for Namkeen 44
4.7 Whose product quality do you find better 45
4.8 Whose product range is wider 46
4.9 Whose price range is more affordable 47
4.10 Whose taste you like more 48
4.11 In your opinion which one is clean and hygienic 49
4.12 Whose ambience you like more 50
4.13 Whose location and availability suits you more 51
4.14 Which one scores more in advertising and promotion 52
4.15 Whose services do you like more 53
4.16 Who is best in your view 54
EXECUTIVE SUMMARY
The study of this project is to understand the customer satisfaction between Haldiram and
Bikanervala.
Haldiram’s is one of India’s largest sweets and snacks manufactures, based in Nagpur, India.
It was founded in 1973 by Gangabisenji Aggarwal, as retail sweets and namkeens shop in
Bikaner, Rajasthan, India.
Bikanervala was started in 1950, when a large family of traditional halwais from the famous
city of Bikaner decided to explore business opportunities beyond Rajasthan. They migrated to
Delhi and brought with them a treasure of traditional recipes perfected by their forefathers.
The main objective of the comparative study between Haldiram and Bikanervala is to
compare and understand the competitive market between them on various factors like taste,
product variety, product quality, cleanliness, price, availability, ambience (environment),
advertising & promotion and services and also which is more preferable by consumers for
namkeens, sweets and snacks
In this research, it has found that as compared to Bikanervala, Haldiram’s has a strong brand
image in front of its customers and people like their sweets and food over Bikanervala but
there is very close competition between the two companies i.e. Haldiram’s and Bikanervala.
The Haldiram’s is ahead of Bikanervala by just few steps away. So, if Bikanervala works
towards improving its brand image and product quality it can easily capture Haldiram’s
customers.
Limitation of project:
1. The universe study is NCR. The result of this study shouldn’t be generalized with any
other part of NCR or of the country or whole Indian at large.
2. Study was limited to institutional outlets stocking in NCR.
3. Information collection took so many days.
4. The amounts of sales or sales volume may different in different months.
Recommendation of project:
Company should consider the problems of retailers and canteen’s owner.
1. Company should problems of distributors.
2. Resettlement of dispute like non payments and wrong commitment problems is
necessary by another executive.
3. Stand should be provided to needy retailers because another company’s executive
creates problem.
Haldiram’s
Don’t eat at home today; always in good taste
Figure no 1.1 Haldiram logo
Company Profile
Haldiram's Food International Limited today is recognized as a Star Export House, by the
Directorate General of Foreign Trade, a department working under the Ministry of
Commerce, Government of India.
Haldiram’s is one of India’s largest sweets and snacks manufactures, based in Nagpur, India.
It was founded in 1973 by Gangabisenji Aggarwal, as retail sweets and namkeens shop in
Bikaner, Rajasthan, India.
Haldiram's has its roots established in 1937 in the form of a small retail Sweet & Namkeen
shop in Bikaner, Rajasthan, and a small but significant town in the Thar Desert. Shri
Shivkisan Aggarwal, the founder of Haldiram’s always cherished the dream of building an
empire, manufacture traditional sweets/ Namkeen, leave a mark on every occasion and get
close to the heart of the common man.
2
This dream was realized with shifting of its base to Nagpur in 1970. For the first time people
heard of a factory that was operating to manufacture Sweets & Namkeen. A model plant of
its times was set up at: - Haldiram's House; 880, Small Factory Area, Wardhaman Nagar,
Nagpur. In a very short span 'Haldiram' developed into a brand and became an inseparable
part of every occasion.
This was followed by a chain of retail outlets & showrooms. The product lines were
expanded to match the taste of various segments of the society. Sweets and Namkeen were
there properly presented in more durable and commercially viable packaging. This fetched an
overwhelming response and in 1997, Haldiram's forayed into milk and milk product industry
with products such as Khoya, Ghee & Butter Milk, the manufacture of Extruded foods such
as vermicelli and 3-D Snacks.
Past
Figure no 1.2 Haldiram past
Haldiram’s began as a tiny shop in Bikaner, the land as farmed for its savories as for its
leather-faced pipe players and fierce warriors. By 1982, Haldiram’s had set up shop in Delhi
and the capital had begun to stop by and take note of the savories and sweets. It was word of
mouth that grew the business manifold over the next decade till Haldiram’s came to stand for
a food company that was synonymous with taste, hygiene and innovation.
USA was the first market they started exporting to large Indian population there.
3
Present
Figure no 1.3 Haldiram Present
Today, Haldiram’s is a 4 million dollar brand that is a familiar sight on shelves across the
USA, UK and Middle East, NRIs carry back packets of Haldiram’s along with the farewells
and nostalgia.
For over 65 years now, they have been unifying the palate of India. It has not been the
simplest tasks; as India speaks different tongues and has different taste buds. However, today,
they are a name that has become synonyms with taste and quality not only in India but in the
world over.
Future
Figure no 1.4 Haliram Future
They plan to leverage our equity in the domestic and international market to become a food
corporation with not just branded products under their belt but also restaurants, retail chains
and a wide portfolio that includes such diverse products as milk based and noodles.
In the future, they hope to be in places such as Algeria, Jordan, Yemen, Taiwan, Columbia,
Cyprus, Ukraine, Tunisia, Egypt, Libya, Armenia, West Indies, Sweden, Finland, and
Trinidad and Tobago.
4
Today they exporting $600 mn products and hope to sustain a 40% growth over the next 5
years. They have also invested considerably in an advanced processing and packaging unit,
which enables us to marry tradition with technology.
Mission & Visions
Mission
They strive to be global leaders and providers of world class authentic and premium
Indian food & food & snacks. Haldirams is committed to supplying its customers with
the finest, high-quality products and thereby nourishing the experience of everyone
they serve.
Vision
Haldiram becoming a leading food corporation with diverse range of food and snacks
products. They would endlessly work towards creating a brand means taste and
hygiene. Along with being the premier food company they also look forward to be the
best in terms of consumer value and customer service.
Growth
They are going at a rate of 40% in the international market and are
confident of maintaining the pace for the next 5 years. To keep up
with incessant demand they have increased their production
capacities considerably.
Presently they have 4 plants in and around Delhi that produce 50
tons of namkeens, 20 tons of chips and other fun food and 5 tons of tinned sweets and soan
papdi on a daily basis. Two more production units are coming up which will not only
increase capacity but also makes it possible for them to introduce new product lines.
5
When they started exporting in the year 2001, their figures stood at $ 1.7 mn. Today they
export products to the tune of $ 6.00 mn and hope to sustain a 40% growth over the next 5
years. This is why they have increased their production capacity to keep pace. Today, they
have four state of the art plants that can churn out 50 tons of quality traditional namkeens, 20
tons of non-traditional branded products and 5 tons of sweets in a day.
Quality
There is a strong emphasis on international standards of manufacturing and quality control.
There product taste like they have arrived fresh out of granny’s kitchen with hygiene. They
are the perfect combinations of vintage India as well as modern India.
They have regular laboratory check to ensure that the quality checks at every level from law
material to finished products. They have emphasis on waste management, water and energy
conservation.
Awards and Achievement
Haldiram’s is an ISO 9002 and HACCP recognized company with several awards under our
belt.
INTERNATIONAL AWARD FOR FOOD & BEVERAGES awarded by Trade
Leaders Club in Barcelona, Spain in 1994.
KASHALKAR MEMORIAL AWARDS presented by All India Food Preservers
Association in 1996 at its Golden Jubilee Celebration for manufacturing the best
quality food products.
BRAND EQUITY AWARD 1998 was awarded by Progress Harmony Developed
Chamber of Commerce & Industry in recognition of creating a successful Indian
Brand.
6
APEDA EXPORT AWARD 2001- 2002 was awarded by Agriculture & Processed
Food Product Exports Development Authority for outstanding contribution to the
promotion of Agriculture & Processed Food Products during the year 2001-2002.
International Food award from TROFEO International Alimentation of Barcelona,
Spain (1999).
Shri Shiv kishanji Aggarwal, Chairman of Haldiram's Group has also received a
regional award, titled "VIDARBHA GAURAV PURASKAR".
Figure no 1.5 Awards and Achievement
Restaurants
Haldiram run over 20 restaurants in Delhi and NCR region serving over 100,000 people
every day. The open snack menu of Haldiram is an elaborate selection of exotic and ethic
Indian delicacies served fresh and a perfect excuse for a housewife to escape routine cooking.
The company established restaurants in Delhi. The restaurant devised an innovative strategy
to increase its business. It facilitated people who were traveling by train through station to
order food from places where stockiest of Halidrams unit were located.
The company established restaurants in Delhi. The restaurant devised an innovative strategy
to increase its business. It facilitated people who were traveling by train through station to
order food from places where stockiest of Halidrams unit were located.
7
Haldiram’s restaurants in Delhi also used innovative ways to attract customers. The
restaurant located at Mathura road had special play area for children. To cater to NRI’s and
foreign tourists, who hesitated to consume snack foods sold by the roadside vendors since it
was not prepared in a hygienic manner, the Haldiram’s restaurant located in South Delhi used
specially purified water to make snack foods including Pani Puri and chat papri. These
promotional strategies helped Haldiram’s to compete effectively with local restaurant chains
such as Nathus, Bikanervala and Aggarwal and with western fast food chains such as
McDonald’s and Pizza Hut.
Products
Frozen Foods
Namkeens
Sweets
Cookies
Sherbets
Minute Khana(Microwaveable Food)
Papads
Pani Puri
Bell Puri
Chips
Royal Temptations
Gujarati Snacks
South-Indian Snacks
Nimbu Masala
8
Haldiram’s Brand
Haldirams
Minute Khana
Royal Temptations
Southern Delights
Tactic
Boletus
Whoopi’s
Baked Bites
Competitors
The major’s competitions of Haldiram’s are Bikanervala, Frito Lays, MTR, and Unorganized
Sector. The main competitor of Haldiram is Bikano (Bikanervala brand). There are three
level of competition for Haldiram’s i.e. Brand, Industry and Form.
Levels of competition
Brand Bikano, Frito Lays, MTR, Lehar
Industry Differentiated oligopoly
Form Samosa, Kachori, Burgers, Pizzas, Bakery Items Etc.
Brand Competition
Brand competition includes other companies offering similar products and services to the
same customers at similar prices. Companies like Bikano, Frito lays, Lehar are selling
namkeens along the same line as Haldiram’s, are considered as brand competition.
9
Industry Competition
The namkeens industry is essentially made up of a few players producing the same product
partially differential along the lines of quality, packaging and services. This means that the
namkeens follow the pattern of “differential oligopoly”.
Form Competition
Form competition means that competitors who produce item that supply the same service. In
case of Haldiram’s, it faces stiff competition from samosa, kachoris etc and other like pizzas,
burgers, bakery items as people tend to substitute namkeens very easily with these products.
Globalization
Haldirams is India’s oldest and most trusted FMCG brand in business of exotic and ethnic
Indian food. Haldirams headquartered in New Delhi is world's biggest Indian Food Company
with specialty delicacies being sold and served in over the world.
10
Haldiram's enviable legacy of quality snack food is India's pride and Global interest of
priority. Producing 100% Vegetarian Food, Haldirams core brand priority is to promote
'Vegetarianism' globally.
The International Taste
In its mission to make available Sweets, Salted Snacks, Savories and Pappadam globally
through well established marketing networks, Haldiram's developed a new range of products
under the brand name "MO'PLEEZ" covering Vermicelli, Macaroni and 3-D Pellets
manufactured on state-of-the-art Italian Machinery. Presently, we export products to Canada,
Australia, New Zealand, Italy, Sri Lanka, United States of America, Malaysia, Poland,
Singapore, Hong Kong, Qatar, Mauritius, South Korea, South Africa, United Kingdom, Saudi
Arabia, United Arab Emirates and many more developed countries.
International Memberships
Snack Food Association (SFA), Virginia, USA
European Snack Association (ESA), London, UK
International Association Of Amusement Park Attractions, Alexandria, USA
Director and members
Haldirams is a family run enterprise ever since. Haldirams is a company full of strong,
talented individuals starting with the company leadership. Get to know the inspiring people
helping lead Haldirams on its performance-led journey. The company is steered largely by its
two directors:
Mr. Manohar Lal Aggarwal
11
Chairman & Managing Director
Haldirams Group of Companies
Mr. Madhu Sudhan Aggarwal
Chairman & Managing Director
Haldirams Group of Companies
Corporate Office
Haldiram Group of Companies
B1/H3, Mohan Cooperative Industrial Estates
Main Mathura Road New Delhi 110044
Phone: +91-11-28898010, 28898011, 4524100
Email: [email protected]
12
SWOT AnalysisBikanervala
Sab Khaate Hain
Figure no 1.7 Bikanervala logo
Company Profile
Bikanervala is one India’s most prominent families in the business of traditional hospitality
products like sweets and namkeens.
15
StrengthStrong brand
nameVariety of products
WeaknessLess advertising
Outlets are limited
ThreatsIncreased
competition Changing taste of
people OpportuntyExpand the
hotel businessIncrease the number of
outletsHaldirams
Bikanervala Foods Pvt. Ltd. is an ISO 9001:2000, HACCP and SQF 2000 certified company
with a chain of 88 outlets in India and aboard, serving vegetarian North Indian, South Indian,
Continental, Chinese cuisine and Fast Food along with a vast variety of traditional Indian
sweets and snacks.
Bikanervala was started in 1950, when a large family of traditional halwais from the famous
city of Bikaner decided to explore business opportunities beyond Rajasthan. They migrated to
Delhi and brought with them a treasure of traditional recipes perfected by their forefathers.
Bikanervala is running outlets at Delhi and NCR, Agra, Lucknow, Meerut, Allahabad,
Ahmadabad, Hyderabad and Jalandhar. Currently, it has 18 company-owned and 20 franchise
outlets. The total business generated from franchising stands at 50 per cent.
The USP of Bikanervala is committed to hygiene and standardized quality. It has achieved
the unique distinction of becoming the first Indian company in its category to have been
granted ISO-9001:2008 certificate.
Concept/Brands
Bikanervala has three brands or concepts of food. They are as following:
Bikanervala
The traditional Indian sweet shop cum restaurant, here
you can find the pleasure & warmth of traditional
Indian sweets, namkeens, chat & snacks and 100%
pure Vegetarian multi cuisine restaurant which is served & delivered with passion and
celebration.
Bikanervala concept always has been to innovate and yet maintain the original flavor
of traditional Indian food with primary focus on quality, hygiene and affordability.
16
Customer satisfaction is on top at Bikanervala. Bikanervala showrooms are located in
India, Nepal, and UAE & New Zealand.
Bikano
Bikano is our international brand of packaged sweets, namkeens, papad and sherbets
manufactured according to the world standards of hygiene and
quality.
Its packaged products have always been big attractions of
customers in both India and abroad. Its food products like namkeens, cookies and
syrups have made it the most preferred in between meal snack all over the world.
It’s concept of constant innovation through the use of modern technology for
packaging retains its original flavor for maximum time period.
It’s vast variety of product are available in Bikanervala and Bikano Chat Café outlets
and also in super markets in India and Aboard.
Bikano Chat Café
Bikano Chat Café is a new age concept of Bikanervala
aimed at establishing a strong network in the corporate
and the retail segment.
It is a chain fast food restaurants and Tuck Shops serving traditional Indian Chat,
Combo Meals, Burger, Pizza and Snacks in a modern hygienic environment.
Their main focus has been to provide packaged traditional foods at an affordable price
to their customer groups are located in corporate houses, mall, and exhibition stalls
etc.
Their innovative menu and state-of-the-art manufacturing and delivery systems
ensures original flavor from kitchen to customer.
History
17
Tradition taste that goes back several generations, recipes that have been handed down as
precious family treasures from one generation to another, a definitive will to bring good taste
to a larger audience and an almost missionary zeal to create an everlasting imprint.
Fifty years ago, two brave sweet makers made the journey from their home town Bikaner to
India’s bustling capital city. They brought with them secrets of sweets making as their capital
and an enthusiasm to present a very different culinary experience to the people who till now
were exposed to very different kind of savories.
They started small with a shop in Old Delhi’s Moti Bazaar. Soon, their unique taste of the
‘Bhujiya’ and ‘Moong Ki Dal ka Halwa’ found many discerning patrons. Their reputation
spread like the lavish aroma of their credible creations and slowly but surely Bikanervala
grew into a name easily recalled and referred for every celebrations or even a small snack.
The main ingredient of their success was the untiring work ethic and unwavering
commitment to quality that the family blended so well with their traditional forte. In its own
little way, Bikanervala has contributed to the history of Delhi. Around thirty two years ago,
the introduced the city to its first, incredible taste of Kaju katli – a sweet that is almost for
every celebration now.
From Bikaner to the hearts and minds of people across India and the world, it has been a
heartwarming journey for Bikanervala. A sweet aroma of success that will envelope many
more in its fold in upcoming time.
Quality and Motive
At Bikanervala, our basic motive is to offer best services and quality to satisfy our customers
throughout the globe. Quality is our passion and this spirit has transformed the traditional
Indian sweet-maker into a full-fledged processing food industry.
18
Vision
Our vision is to promote India and Indian heritage, culture and cuisine worldwide. We are
focusing on customizing Indian food for the Global Market. Good taste takes time to develop.
Exclusive recipes go through subtle evolution to become timeless classics. Tradition melds
into modernity while still keeping its character intact. Bikanervala is the true essence of the
coming together of a grand heritage with innovative energy.
It has taken over half a century of focused growth and driven purpose to transform
Bikanervala from a traditional sweets and snacks maker to a brand universally recognized as
a symbol of great quality and exceptional taste.
Today, the 35 Bikanervala outlets spread across India are beacons of a fresh approach to
eating out that combines the best of centuries old recipes with modern technology.
Bikanervala outlets can be found in Delhi, UP, Haryana, Gujarat, & Andhra Pradesh, Abroad.
They have already spread the good cheer and taste and ambassadorship to Nepal, UAE, New
Zealand and Singapore.
Business model
Hygiene, purity of ingredients, totally vegetarian products is the core tenets by which the
organization operates. Bikanervala has efficiently married the art of traditional cooking with
the science of modern retail to create a fast food delivery model that reflects contemporary
expectations.
The group is growing at a fast clip with a turnover of $100 million. It is intent on diversifying
and creating new delivery formats. Its packaged products brand Bikano is established as a
preferred choice in sweets, savories, meals and snacks.
19
Today, Bikanervala commitment to quality and professionalism has found global recognition.
Pepsi has partnered with the organization for its Indian namkeens product line. The
organization is now scaling to create a global footprint and deliver the same great experience,
quality of product and traditional panache to a world-wide audience.
The group has pioneered 100 small chat café outlets in Delhi NCR by brand Bikano Chat
Café. In addition, the group has opened two fine dining restaurants in Hyderabad & Noida
and a hotel in Hyderabad. They are focused on achieving its vision through hard work,
commitment and a focus on making customer satisfied through food that is healthy and
surprisingly tasty.
Growth and expansion
During 2009-2010, Bikanervala has opened outlets in cities like Hyderabad and Ahmadabad.
The company plans expands in tier II and III cities via franchising in the 2013. Among
international projects, the company is running outlets in Dubai, Kathmandu, New Zealand
and London and plans to expand further in the countries.
Bikanervala is planning to invest Rs 250 crore over three years to open more restaurants and
increase production capacity. Under the plan, the company will invest up to Rs 150 crore in
adding 60 new restaurants across the country. It will add 10-12 new restaurants every year.
The company already has 40 restaurants in India, spread across north India, and Ahmadabad
and Hyderabad.
The rest, Rs 100 crore, will be utilized in ramping up production capacity at a plant in
Haryana. It will also set up a new plant that is expected to come up in Greater Noida.
Competitors
20
The major’s competitions of Bikanervala are same as Haldiram’s. They are Haldiram’s, Frito
Lays, MTR, and Unorganized Sector. The main competitor of Bikanervala is Haldiram’s
mainly with the brand “BIKANO”.
These companies offering similar products and services to the same customers at the similar
or same price. The namkeens industry is essentially made up of a few players producing the
same product partially differential along the lines of quality, packaging and services.
Globalization
Today, Bikanervala commitment to quality and professionalism has found global recognition.
The organization is now scaling to create a global footprint and deliver the same great
experience, quality of product and traditional panache to a world-wide audience. The
company is running outlets in Dubai, Kathmandu, New Zealand and London.
They have already spread the good cheer and taste and ambassadorship to Nepal, UAE, New
Zealand and Singapore.
The countries having Bikanervala outlets are Canada, USA, United Kingdom, Germany,
China, Middle East Europe, Sri Lanka, Singapore, Thailand, Malaysia, Australia and New
Zealand.
There are two maps showing distribution of Bikanervala in world and in national territory.
21
South Indian
Chinese
Pizza and Sandwiches
Shakes and Kulfis
Desserts
Sweets
Namkeens
Syrups
Bakery
Directors and Members
Mr. Manish Aggarwal
Director
Bikanervala Foods Pvt. Ltd
Mr. Shyam Sunder Aggarwal
Managing Director
Bikanervala Foods Pvt. Ltd
Certifications
Today the BIKANO product quality is recognized the world over. Bikanervala Foods Pvt.
Ltd. is a UL Registered Firm and has been awarded ISO 9001:2008, HACCP & SQF 2000
CM.
23
Figure no 1.8 Bikanervala Certificates
Corporate Office
Bikanervala Foods Private Limited
A-28, Lawrence Road Industrial Area, New Delhi - 110035 (India)
Phone: +91-11-47006700 (30 Lines), 27151607, 27151612,
27151614 and 27105958
Fax: +91-11-27196893
24
SWOT Analysis
26
StrengthStrong brand
nameStrong
distribution network
WeaknessLimited outlets
Strong competition from unorganised
sector
ThreatsHealth
consciousness amongst people
Increase in cost of raw materials
OpportuntyIncrease its
outletsLaunch
products for health
conscious people
Bikanervala
Difference between Haldiram and Bikanervala
Haldiram Bikanervala
1. Haldiram’s has 18 outlets in Delhi
and NCR.
2. Haldiram’s has larger market share
than the Bikanervala.
3. Haldiram’s has very wide product
range.
4. Haldiram’s is quite expensive and
not afford by all.
5. Haldiram’s is a big exporter of
namkeens to outside the India.
6. Haldiram’s is not spending
advertisement and promotion.
7. Haldiram has less holding on gifts
packs as compare to Bikanervala.
1. Bikanervala has 13 outlets in Delhi
and NCR.
2. Bikanervala has less market holding
than the Haldiram.
3. Bikanervala has less product range.
4. Bikanervala prices are affordable as
compare to Haldiram.
5. Bikanervala is an also an exporter but
comes after the Haldiram.
6. Bikanervala is spending on
advertisement and promotion.
7. Bikanervala has good holding on
gifts packs as compare to Haldiram.
Table no 1.1 Difference between Haldiram and Bikanervala
27
A literature review is a text written by someone to consider the critical points of current
knowledge including substantive findings, as well as theoretical and methodological
contributions to a particular topic. Literature reviews are secondary sources, and as such, do
not report any new or original experimental work. Also, a literature review can be interpreted
as a review of an abstract accomplishment.
Most often associated with academic-oriented literature, such as a thesis or peer-reviewed
article, a literature review usually precedes a research proposal and results section. Its main
goals are to situate the current study within the body of literature and to provide context for
the particular reader. Literature reviews are a staple for research in nearly every academic
field.
Pankaj Deshwal, Sahil Khanna (2013) on Service Experience and Consumer
Satisfaction in Restaurants in delhi :
The purposes of this research are: to validate the Otto and Ritchie (1995) instrument in
restaurant/Indian setting; to assess service experience of restaurant customers in Delhi; and to
suggest working on areas of dissatisfaction. This study was conducted in west part of Delhi.
Descriptive statistics were analyzed using SPSS version 20.0 of software. 200 customers
were surveyed on basis that they at least visited the restaurant once in ten days and on basis
of convenient. The cross-sectional design was employed to collect the necessary data in order
to cover the width of the sensitivity that people of different demographic profiles had to
customer service. Questionnaire document equipped with 17 questions. Ordinal scale was
used test the sensitivity. It also seeks to get data on the respondent's personal information.
Judgmental and convenience sampling method were employed. “Kaiser-Meyer-Olkin”
29
(KMO), “Bartlett’s test of sphericity”, cronbach’s alpha and exploratory factor analysis was
conducted. The investigation has been capable of generating useful implications for the
restaurant service providers. This instrument may be considered by the managers of
restaurants to know where they stand. The factors and items of the instrument may be helpful
for marketers when they decide marketing strategy (segmentation, targeting, marketing mix
and positioning). These dimensions are also important when managers develop their
competitive strategy.
Ms. Latha. K.,(2014 )A Study on Consumer Perception and Satisfaction Towards
Restaurants in Coimbatore City
One consumer would in general have different consumption behaviors or preferences from
another. He may spend money on computers and technical books, while the other may spend
on clothing and food. Availability of this information on consumer perception will be of great
value to a marketing company, a bank, or a credit card company who can use this information
to target different groups of consumers for improved response rate or profit. By the same
token, information on consumption preference of the residents in one specific region can help
business in planning their operations in this region for improved profit. Therefore, it is very
important to have a tool that can help to analyze consumer’s behaviors and forecast the
changes in purchase patterns and changes in purchase trend.
Objectives of the study
The following are the objectives formulated for the purpose of the study
• To examine the awareness of respondents about the Restaurants.
• To study the respondents perception about the various aspects of the Restaurants.
• To find out the reasons for preferring a particular restaurant.
30
• To analyze the level of satisfaction of consumers towards the services provided by the
Restaurants.
• To provide suitable suggestions on the basis of results of the study.
Kota Neel Mani Kanta, P Srivalli (2014) “A Study on Service Quality in Indian
Restaurants with Decision- and Experiential-Oriented Perspectives”
Using the decision- and experiential-oriented perspectives as theoretical guides, this article
reported an empirical assessment of service quality in restaurant operations. We proposed and
tested a conceptual model of service quality using structural equation modeling. Using data
from a sample of 284 customers from two large full service restaurants in southern India, we
investigated the relationships of service quality, customer satisfaction, and frequency of
patronage. The results supported the significant links between service quality and customer
satisfaction, service quality and repeat patronage, but not customer satisfaction and repeat
patronage. The study has provided important insights into service quality and customer
satisfaction in the field of restaurant operations.
Abadh Jibi Ghimire (2012) on Service quality and customer satisfaction in the
restaurant business:
This thesis was done in Vantaa, in the Nepalese restaurant Sagarmatha located in
Helsinki. The working life instructor of the thesis was Purna Chandra Adhikari, the
manager of the Restaurant Sagarmatha. The aim of the thesis was to give quality
service and make the customer satisfied. In the food industry there are fewer
opportunities for building up competitive benefits unless knowledge applying to the
31
business environment is analyzed. Meantime, there is price pressure caused by the
absence of opportunities for product differentiation, product identification and product
acquaintance, particularly in Finland. At the moment, there are more than six
hundred ethnic restaurants in Helsinki only, and Vantaa, as a gateway to Finland,
has more than fifty ethnic restaurants.
32
RESEARCH METHODOLOGY
Research methodology is the process used to collect information and data for the data of
making business decisions. The methodology may include publication research, interviews,
surveys and other research techniques and could include both present and historical
information. It is systematic analysis of the methods applied to a field of study.
Research Objective
The main objective of the comparative study between Haldiram and Bikanervala is to
compare and understand the competitive market between them on various factors like taste,
product variety, product quality, cleanliness, price, availability, ambience (environment),
advertising & promotion and services and also which is more preferable by consumers for
namkeens, sweets and snacks.
Data source
For this research study primary data as well as secondary data is collected.
Primary Data
Primary data is the first hand collected data by means of surveys, observations or
experimentations. In it, primary data is collected is collected from the customer
through questionnaire.
Secondary Data
Secondary data is the data collected by other and used by some else for different
purpose of work. In it, secondary data is collected from websites.
34
Questionnaire Design
A questionnaire is a series of questions asked to the customers to obtain the information
about the same topic.
The questionnaire is a closed ended questionnaire includes questions that limit respondents
with a list of answer choice from which they must choose to best answer given in the form of
MCQ. It is related to the Haldiram and Bikanervala companies in order to find out which
company is more preferable by the customer in different different aspects.
Sample Design
Area - Delhi
Time taken - 25 days
Method of data collection - Questionnaire
Sample size - 50
35
DATA ANALYSIS & INTERPRETATION
1. Are you aware of Haldiram and Bikanervala food chain?
Yes No
Brand Awareness No of respondent Percentage(%)
Yes 50 100
No 0 0
Total 50 100
Table no: 4.1 Awareness of Haldiram and Bikanervala food chain
Figure no: 4.1 aware of Haldiram and Bikanervala food chain
Interpretation:-
According to survey conducted it has been found that the out of 50 people everybody each
and every person is aware of Haldiram’s and Bikanervala food chain. Everyone is aware of
such food chain and its food products as shown in the above graph.
37
YES NO0
20
40
60
80
100
120
Awareness
Axis Title
Perc
enta
ge
2. How often do you eat out?
Daily Once or more in a week
Once or more in a month occasionally
Eat out No of respondent Percentage (%)
Daily 2 4
Once or more in a week 10 20
Once or more in a month 8 16
Occasionally 30 60
Total 50 100
Table no: 4.2 How often do you eat out
Figure no : 4.2 How often do you eat out
Interpretation:-
According to the survey conducted it has been found that the out of 50 peoples 2 are eating
out daily, 10 eat once or more in a week, 8 eat once or more in a month and 30 people eat
occasionally.
38
DAILY ONCE OR MORE IN A WEEK
ONCE OR MORE IN A MONTH
OCCASIONALLY0
10
20
30
40
50
60
70
Eat out
perc
enta
ge
It shows that the more than 60% people eat out occasionally and rest of the 40% people eat
daily, weekly or monthly as shown in the above graph.
39
3. On which occasion do you eat out?
Birthday or any celebration Try something new
Hang out with friends Combinations
Occasion of eat out No of respondent Percentage (%)
Birthday or any celebration 5 10
Try something new 6 12
Hang out with friends 12 24
Combinations 27 54
Total 50 100
Table no 4.3 Occasion of eat out
Figure no: 4.3 Occasion of eat out
40
BIRTHDAY O
R ANY CELE
BRATION
TRY S
OMETHING NEW
HANG OUT W
ITH FR
IENDS
COMBINATIONS (
>1)
0102030405060
Occasion of eat out
perc
enta
ge
Interpretation:-
According to the survey conducted it has been found that the out of 50 peoples, 5 are eating
out on the occasion of birthday, 6 are going out to trying something new, 12 are hang out
with their friends and rest of people eat out in combinations i.e. more than 1 occasions i.e.
birthday plus hang out with friends as shown in the above graph.
41
4. Which one do you prefer for sweets?
Haldiram Bikanervala
Preference for sweets No of respondent Percentage (%)
Haldiram 29 58
Bikanervala 21 42
Total 50 100
Table no: 4.4 Which one do you prefer for sweets
Figure no: 4.4 Which one do you prefer for sweets
Interpretation:-
According to the survey conducted it has been found that the majority of people i.e. 58%
refer Haldiram’s for the sweets and rests of the people i.e. 42% refer Bikanervala for the
sweets as shown in the above graph.
42
Haldiram Bikanervala0
10
20
30
40
50
60
Preference for sweets
perc
enta
ge
5. Which one do you prefer for Indian snacks and fast food?
Haldiram Bikanervala
Preference for Indian snacks and fast food
No of respondent Percentage (%)
Haldiram 32 64
Bikanervala 18 36
Total 50 100
Table no: 4.5 which one do you prefer for Indian snacks and fast food
Figure no: 4.5 Which one do you prefer for Indian snacks and fast food
Interpretation:-
According to the survey conducted it has been found that the out of 50 peoples, 32 people
choose Haldiram for Indian snacks and fast food and 18 people choose Bikanervala for the
same as shown in the above graph.
43
HALDIRAM BIKANERVALA0
10
20
30
40
50
60
70
Preference for indian food and fast food
perc
enta
gre
6. Which one do you prefer for Namkeen?
Haldiram Bikanervala
Preference for namkeen No of respondent Percentage (%)
Haldiram 36 72
Bikanervala 14 28
Total 50 100
Table no: 4.6 Which one do you prefer for Namkeen
Figure no: 4.6 Which one do you prefer for Namkeen
Interpretation:-
According to the survey conducted it has been found that the out of 50 peoples, 36 people
choose Haldiram for namkeens and 14 people choose Bikanervala for the same as shown in
the above graph.
44
HALDIRAM BIKANERVALA0
10
20
30
40
50
60
70
80
Perference for namkeen
perc
enta
ge
7. Whose product quality do you find better?
Haldiram Bikanervala
Product quality No of respondent Percentage (%)
Haldiram 38 76
Bikanervala 12 24
Total 50 100
Table no: 4.7 Whose product quality do you find better
Figure no: 4.7 Whose product quality do you find better
Interpretation:-
According to the survey conducted it has been found that the out of 50 peoples, 38 people
choose Haldiram for product quality and 12 people choose Bikanervala for the same as
shown in the above graph.
45
HALDIRAM BIKANERVALA0
10
20
30
40
50
60
70
80
Product quality
perc
enta
ge
8. Whose product range is wider?
Haldiram Bikanervala
Product range No of respondent Percentage (%)
Haldiram 35 70
Bikanervala 15 30
Total 50 100
Table no: 4.8 Whose product range is wider
Figure no: 4.8 Whose product range is wider
Interpretation:-
According to the survey conducted it has been found that the out of 50 peoples, 35 people
choose Haldiram for wider product range and 15 people choose Bikanervala for the same as
shown in the above graph.
46
HALDIRAM BIKANERVALA0
10
20
30
40
50
60
70
80
Product range
perc
enta
ge
9. Whose price range is more affordable?
Haldiram Bikanervala
Affordability No of respondent Percentage (%)
Haldiram 20 40
Bikanervala 30 60
Total 50 100
Table no: 4.9 Whose price range is more affordable
Figure no: 4.9 Whose price range is more affordable
Interpretation:-
According to the survey conducted it has been found that the out of 50 peoples, 20 people opt
Haldiram in case of affordability and 30 people opt Bikanervala for the same as shown in the
above graph.
47
HALDIRAM BIKANERVALA0
10
20
30
40
50
60
70
Affordability
perc
enta
ge
10. Whose taste you like more?
Haldiram Bikanervala
Taste No of respondent Percentage (%)
Haldiram 40 80
Bikanervala 10 20
Total 50 100
Table no: 4.10 Whose taste you like more
Figure no: 4.10 Whose taste you like more
Interpretation:-
According to the survey conducted it has been found that the out of 50 peoples, 40 people
choose Haldiram for taste preference and 10 people choose Bikanervala for the same as
shown in the above graph.
48
HALDIRAM BIKANERVALA0
102030405060708090
Taste
Axis Title
perc
enat
ge
11. In your opinion which one is clean and hygienic?
Haldiram Bikanervala
Both
Clean and hygienic No of respondent Percentage (%)
Haldiram 12 24
Bikanervala 13 26
Both 25 50
Total 50 100
Table no: 4.11 In your opinion which one is clean and hygienic
Figure no: 4.11 In your opinion which one is clean and hygienic
Interpretation:-
According to the survey conducted it has been found that the out of 50 peoples, 50% people
feel both Haldiram and Bikanervala are clean and hygienic. Rest of 25 people, 12 feels
Haldiram and rest 13 feel Bikanervala is clean and hygienic as shown in the above graph.
49
HALDIRAM BIKANERVALA BOTH0
10
20
30
40
50
60
Clean and hygienic
perc
enta
ge
12. Whose ambience you like more?
Haldiram Bikanervala
Ambience No of respondent Percentage (%)
Haldiram 37 74
Bikanervala 13 26
Total 50 100
Table no: 4.12 Whose ambience you like more
Figure no: 4.12 Whose ambience you like more
Interpretation:-
According to the survey conducted it has been found that the out of 50 peoples, 37 people
like Haldiram’s ambience and rest 13 people like Bikanervala’s ambience as shown in the
above graph.
50
HALDIRAM BIKANERVALA0
10
20
30
40
50
60
70
80
Ambience
perc
enta
ge
13. Whose location and availability suits you more?
Haldiram Bikanervala
Location and availability No of respondent Percentage (%)
Haldiram 25 50
Bikanervala 25 50
Total 50 100
Table no: 4.13 Whose location and availability suits you more
Figure no: 4.13 Whose location and availability suits you more
Interpretation:-
According to the survey conducted it has been found that the out of 50 peoples, equality is
seen i.e. 50-50 people having Haldiram’s as well as Bikanervala nearby outlets as shown in
the above graph.
51
Haldiram Bikanervala0
10
20
30
40
50
60
location and availability
perc
enta
ge
14. Which one scores more in advertising and promotion?
Haldiram Bikanervala
Advertising and promotion No of respondent Percentage (%)
Haldiram 18 36
Bikanervala 32 64
Total 50 100
Table no: 4.14 Which one scores more in advertising and promotion
Figure no: 4.14 Which one scores more in advertising and promotion
Interpretation:-
According to the survey conducted it has been found that the out of 50 peoples, 32 peoples
thinks that Bikanervala scores more in advertising and promotions as compare to Haldiram
as shown in the above graph.
52
HALDIRAM BIKANERVALA0
10
20
30
40
50
60
70
Location and promotion
perc
enta
ge
15. Whose services do you like more?
Haldiram Bikanervala
Services No of respondent Percentage (%)
Haldiram 32 64
Bikanervala 18 36
Total 50 100
Table no: 4.15 Whose services do you like more
Figure no: 4.15 Whose services do you like more
Interpretation:-
According to the survey conducted it has been found that the out of 50 peoples, 32 people
like Haldiram’s service and rest 18 people like Bikanervala’s services as shown in the above
graph.
53
HALDIRAM BIKANERVALA0
10
20
30
40
50
60
70
Service
perc
enta
ge
16. Who is best in your view?
Haldiram Bikanervala
Best in view No of respondent Percentage (%)
Haldiram 40 80
Bikanervala 10 20
Total 50 100
Table no: 4.16 Who is best in your view
Figure no: 4.16 Who is best in your view
Interpretation:-
According to the survey conducted it has been found that the out of 50 peoples, 40 people
choose Haldiram’s as the BEST and rest 10 people choose Bikanervala as the BEST as
shown in the above graph.
54
HALDIRAM BIKANERVALA0
10
20
30
40
50
60
70
80
90
Best in view
perc
enta
ge
Finding
According to survey conducted it has been found that the out of 100 people
everybody each and every person is aware of Haldiram’s and Bikanervala food
chain. Everyone is aware of such food chain and its food products as shown in the
graph.
According to the survey conducted it has been found that the out of 100 peoples, 65
people like Haldiram’s service and rest 35 people like Bikanervala’s services as
shown in the graph. Services includes like seating arrangement, self service etc.
According to the survey conducted it has been found that the out of 100 peoples, 10
are eating out on the occasion of birthday, 11 are going out to trying something new,
24 are hang out with their friends and rest of people eat out in combinations i.e.
more than 1 occasions i.e. birthday plus hang out with friends as shown in the graph.
According to the survey conducted it has been found that the majority of people i.e.
57% refer Haldiram’s for the sweets and rests of the people i.e. 43% refer
Bikanervala for the sweets as shown in the graph.
According to the survey conducted it has been found that the out of 100 peoples, 65
people choose Haldiram for Indian snacks and fast food and 35 people choose
Bikanervala for the same as shown in the graph.
According to the survey conducted it has been found that the out of 100 peoples, 73
people choose Haldiram for namkeens and 27 people choose Bikanervala for the
same as shown in the graph.
According to the survey conducted it has been found that the out of 100 peoples, 76
people choose Haldiram for product quality and 24 people choose Bikanervala for
the same as shown in the graph.
56
According to the survey conducted it has been found that the out of 100 peoples, 70
people choose Haldiram for wider product range and 30 people choose Bikanervala
for the same as shown in the graph. This shows that Haldiram’s has wider range
than the Bikanervala range.
According to the survey conducted it has been found that the out of 100 peoples, 40
people opt Haldiram in case of affordability and 60 people opt Bikanervala for the
same as shown in the above graph. This says that whether the Bikanervala is not
famous as Haldiram but it is afforded by everyone.
According to the survey conducted it has been found that the out of 100 peoples, 80
people choose Haldiram for taste preference and 20 people choose Bikanervala for
the same as shown in the graph.
According to the survey conducted it has been found that the out of 100 peoples,
50% people feel both Haldiram and Bikanervala are clean and hygienic. Rest of 50
people, 25 feels Haldiram and rest 25 feel Bikanervala is clean and hygienic as
shown in the graph.
According to the survey conducted it has been found that the out of 100 peoples, 80
people choose Haldiram’s as the BEST and rest 20 people choose Bikanervala as
the BEST as shown in the graph.
According to the survey conducted it has been found that the out of 100 peoples, 74
people like Haldiram’s ambience and rest 26 people like Bikanervala’s ambience
as shown in the graph. People feel good in Haldiram’s outlets as compare to
Bikanervala outlets.
According to the survey conducted it has been found that the out of 100 peoples,
equality is seen i.e. 50-50 people having Haldiram’s as well as Bikanervala nearby
outlets as shown in the graph. It shows that they captured the market fully.
57
According to the survey conducted it has been found that the out of 100 peoples, 65
peoples thinks that Bikanervala scores more in advertising and promotions as
compare to Haldiram as shown in the above graph.
According to the survey conducted it has been found that the out of 100 peoples 4
are eating out daily, 20 eat once or more in a week, 16 eat once or more in a month
and 60 people eat occasionally. It shows that the more than 60% people eat out
occasionally and rest of the 40% people eat daily, weekly or monthly as shown in
the graph.
Limitations
Every project has its limitation and it is wise to point them out instead of glossing over them.
This project was having some limitation, which is written below, and the aim presentation is
to increase confidence in the present result.
Limitation of survey
5. The universe study is NCR. The result of this study shouldn’t be generalized with any
other part of NCR or of the country or whole Indian at large.
6. Though almost all the places the number of c/b are counted but in few large retail
stores like Big Bazaar, conventions, the information was noted down as given by
retailers.
7. Study was limited to institutional outlets stocking in NCR.
8. Information collection took so many days.
9. The amounts of sales or sales volume may different in different months.
58
Recommendation
1. Company should consider the problems of retailers and canteen’s owner.
2. Company should problems of distributors.
3. Resettlement of dispute like non payments and wrong commitment problems is
necessary by another executive.
4. Stand should be provided to needy retailers because another company’s executive
creates problem.
5. Company should give the stands and racks to each and every counters where its
product is sold.
6. Company should prevent the interference of distributor in each others areas.
7. Company should prevent the undercutting in market.
8. Company should prevent the wholesale disturbance.
9. Company should give the incentives to its executives as extra benefits after salary.
10. Company should listen and care of sales executive.
11. Company should recognize the problems in market.
12. The very necessary work is market screening and recognizing the strength and
weaknesses of competitors.
13. Company should spend some amount on advertisement of its products because the
competitors are using celebrities as their promoter in ads. For Kurkure Juhi
Chawla and for Lays Saif Ali Khan.
14. Company should provide display to canteens and cafeterias.
15. Company should paints the walls of cafeterias time to time because its competitors
do this, this will bound the retailers to sale our product.
59
Conclusion
In this research, it has found that as compared to Bikanervala, Haldiram’s has a strong brand
image in front of its customers and people like their sweets and food over Bikanervala but
there is very close competition between the two companies i.e. Haldiram’s and Bikanervala.
The Haldiram’s is ahead of Bikanervala by just few steps away. So, if Bikanervala works
towards improving its brand image and product quality it can easily capture Haldiram’s
customers.
Haldiram’s should take steps to maintain its position in the market-
1. Haldiram’s should continue to maintain its quality standards as people like them
for their high quality products.
2. Haldiram’s should keep its prices according to their customer’s affordability.
3. It should introduce new products from time to time so that their product ranges get
wider than its competitors.
4. Haldiram’s management should a strong emphasis on its cleanliness and regularly
checks out that the hygiene is maintained or not.
5. Haldiram’s should open its more outlets in Delhi so that people could reach easily
and their customers will increase.
6. Haldiram’s should also focus on advertising and promotions so that the target
market gets know about its offers etc.
60
Bikanervala should take steps to captured the market-
1. Bikanervala should increase its product quality as compare to the Halidram.
2. Bikanervala should introduce more products i.e. increase its product line.
3. Bikanervala should open its outlets in Delhi so that people easily reached to the
outlets.
4. Bikanervala should maintain its affordable price range for all kind of customer.
61
BIBLIOGRAPHY
BOOKS
Kotler, Philips., (1998), Marketing Management,3rd edition Prentice hall of India ltd
Kothari, C.R.,(2003), Research Methodology, 2nd edition, vikas publishing house pvt
ltd, new delhi
Kotler, Philip.,(2012), Marketing Management, 13th Edition, PEARSON Education.
WEBSITES
http://en.wikipedia.org/wiki/Haldiram's
http://www.haldirams.com/?gclid=CKittL7N2cQCFYcnjgodVREAig
http://www.bikanervala.com/bikanervala/giftpack.aspx
http://en.wikipedia.org/wiki/Bikanervala
MAGAZINES, JOURNALS AND NEWSPAPERS
Company Broachers and Leaflets, about retail shops.
62
Appendices
QUESTIONAIRE
(Your information will be kept confidential)
Personal Details:-
Name ……………………..
Note: Please tick mark () in the box
1. Are you aware of Haldiram and Bikanervala food chain?
Yes No
2. How often do you eat out?
Daily Once or more in a week
Once or more in a month occasionally
3. On which occasion do you eat out?
Birthday or any celebration Try something new
Hang out with friends Combinations
4. Which one do you prefer for sweets?
Haldiram Bikanervala
5. Which one do you prefer for Indian snacks and fast food?
Haldiram Bikanervala
6. Which one do you prefer for Namkeen?
Haldiram Bikanervala
7. Whose product quality do you find better?
Haldiram Bikanervala
63
8. Whose product range is wider?
Haldiram Bikanervala
9. Whose price range is more affordable?
Haldiram Bikanervala
10. Whose taste you like more?
Haldiram Bikanervala
11. In your opinion which one is clean and hygienic?
Haldiram Bikanervala
Both
12. Whose ambience you like more?
Haldiram Bikanervala
13. Whose location and availability suits you more?
Haldiram Bikanervala
14. Which one scores more in advertising and promotion?
Haldiram Bikanervala
15. Whose services do you like more?
Haldiram Bikanervala
16. Who is best in your view?
Haldiram Bikanervala
64