A STUDY OF CUSTOMER SATISFACTION WITH

APIM FOOD COURT

Submitted To: Presented By:

Mr. Amresh Kumar Himanshu 2K16GA010
Abhishek Sidhu 2K16GA020
Vinay Kumar 2K16GA029
Uroos Fatima 2K16GA030
 INDEX

Introduction
Research Problem Statement
Literature Review
Objective Of Research
Statement Of Hypothesis
Methodology
Questionnaire
Outcomes
Discussion
Recommendation
 INTRODUCTION

Mr. A. K. Shrivastava is chairman of Asia-Pacific Institute of management

hired Mr. Tito Singh (qualified HM manager) to run food court properly.
Business was good until 2016.
A shift of customers was notices from APIM Food court to another
canteen of Periyar Institute which is situated next to APIM.
So, to find out the problem, chairman appointed research firm titled
VAHU Pvt Ltd to survey and look into the factors such as price of food,
food quality, menu variety, ambiance, service, hygiene factor and food
delivery time.
 RESEARCH PROBLEM STATEMENT

The purpose of this study is to examine the factors that influencing

customer perceived value towards APIM food court.
The study of customer perceived value on food court is important in
order to understand consumer behavior.
The present study attempts to address several factors that influencing
customer perceived value which are food quality, price, APIM food court
image and services.
 LITERATURE REVIEW

Customer perceived value :

According to Mr. Tito singh in the APIM food court context, the physical environment such as
decor, ambient condition and seating comfort, provides first-visit customers with cues that
deliver the expected services offerings nature and customer perceived value.
In previous study, Tito singh define value as the customers overall assessment of lunch
experience based on the perceptions of what is received from the food court and what is
given to the food court after lunch decision.
Food quality:
According to Mr. Tito singh food quality is the single most important element that effects customer
satisfaction.
Price:
Pricing has a huge impact on profitability. Thus, pricing strategies can play an important role influencing
the mind of an customers.
Hygiene:
Previous research has shown that due to hygiene factor sales of 2016 was below Rs.7000 as compared
to preceding year Rs.18000. There was a steep decline.
Service:
It is generally assumed that the key to gaining an advantage lies in delivering high quality service that
will, in turn, lead to satisfied customers.
 OBJECTIVE OF RESEARCH

To determine the relationship between food quality and customer

perceived value towards APIM Food court.
To investigate the relationship between price and customer perceived
value towards APIM Food court.
To examine the relationship between restaurant image and customer
perceived value towards APIM Food court.
To identify the relationship between service and customer perceived
value towards APIM Food court.
 STRUCTURE OF HYPOTHESIS

HYPOTHESIS 1
Ha: There is a significant relationship between food quality and customer perceived
value towards APIM Food court.
Ho: There is no significant relationship between food quality and customer perceived
value towards APIM Food court.
HYPOTHESIS 2
Ha: There is a significant relationship between price and customer perceived value
towards APIM Food court.
Ho: There is no significant relationship between price and customer perceived value
towards APIM Food court.
 STRUCTURE OF HYPOTHESIS

HYPOTHESIS 3
Ha: There is a significant relationship between restaurant image and customer
perceived value towards APIM Food court.
Ho: There is no significant relationship between restaurant image and customer
perceived value towards APIM Food court.
HYPOTHESIS 4
Ha: There is significant relationship between services and customer perceived value
towards APIM Food court.
Ho: There is no significant relationship between services and customer perceived value
towards APIM Food court.
 Methodology

First, our team identified the problem of the lack of Food variety.
We conducted primary research on the APIM Food court.
We then created our problem statement.
We then created our research objectives, and created our survey with our objectives
in mind.
Random sampling technique was used.
We used Data Collection, by handing out Google form surveys.
We analyzed our data using SPSS software, which created our results so that we
could determine our conclusions and recommendations.
10
 QUESTIONNAIRE RELATED TO AMBIANCE

1. Are you satisfied with the ambiance of the Food court, sitting
arrangement, able to accommodate a large crowd, satisfied with the
AC/cooler services?
o Strongly agree
o Moderately agree
o Agree
o Disagree
o Strongly disagree
 QUESTIONNAIRE RELATED TO FOOD

1. Are you satisfied with the quality of food, taste of food, variety of
food?
o Strongly agree
o Moderately agree
o Agree
o Disagree
o Strongly disagree
 QUESTIONNAIRE RELATED TO SERVICE

1. Are you okay with the self-service, time taken to fulfill the order,
services when there is a large crowd?
o Strongly agree
o Moderately agree
o Agree
o Disagree
o Strongly disagree
 QUESTIONNAIRE RELATED TO PRICE

1. Are you satisfied with the prices, prices of packed food?

o Strongly agree
o Moderately agree
o Agree
o Disagree
o Strongly disagree
 QUESTIONNAIRE RELATED TO HYGIENE

1. Are you satisfied with the hygiene and available at all times?
o Strongly agree
o Moderately agree
o Agree
o Disagree
o Strongly disagree
 Responses: 58 people
1.

Based on our results, students were satisfied with the ambiance of the Food court as 34.48%
Moderately agreed and satisfied with the seating arrangement as 37.93% Moderately agreed.
Only 18.96% said that Food Court can accommodate a large crowd, whereas 32.75% disagree.
Only 3.44% said that there is good AC/cooler services, whereas 36.20% strongly disagree.
 Responses: 58 people
2.

Based on our results, students were satisfied with the quality of the Food as 48.27%
Moderately agreed.
Some are satisfied with the taste of Food as 22.41% Moderately agreed, 22.41% strongly
disagree.
Only 6.89% said that they are satisfied with variety of Food whereas 36.20 strongly
disagree.
 Responses: 58 people
3.

Based on our results, students were okay with the self-services at the food court as
39.65% Strongly agreed.
Only 27.58% said that they are satisfied with the time taken to fulfill the order whereas
18.96% disagree.
Only 12.06% said that they are satisfied with the services when there is a large crowd
whereas 31.03% strongly disagree.
 Responses: 58 people
4.

Only 51.72% said that they are satisfied with the price, whereas 8.62% disagree.
Only 24.13% said that they are satisfied with the prices of packed food, whereas 25.86%
strongly disagree.
 Responses: 58 people
5.

Based on our results, only 27.6% students were satisfied with the hygiene whereas
32.8% are not satisfied.
 Responses: 58 people
6.

Based on our results, only 19% students said that the food is available all time at the
food court whereas 32.8% are disagreeing.
 DISCUSSION

We found that our research for our literature review stated that Customer will
patronize the food courts when it relative to other competitors(periyar) offers high
customer perceived value to meet their needs and was concluded that due to lack of
variety of food was major problem.

We also found out that our research for our literature review stated that Hygiene is
one of the most important factor among all variables for customer satisfaction at
APIM food court was not up to the mark, as survey showed that only 60.3% students
agreed with good Hygiene.
 Our research for our literature review stated that the key to gaining an
advantage lies in delivering high quality service that will, in turn, lead to
satisfied customers at APIM food court was not up to the mark, as survey
showed that only 48.3% students agreed that food was available all the
time.
Our survey showed that AC/Cooler services was not as per Standards.
 RECOMMENDATION

The food court should include more variety in food items as due to lack of variety in
food items the customers are shifting towards the competitors ( Periyar's canteen
and others).
The food court should maintain its hygiene as many of the customers are not satisfied
with its hygiene.
For better services, the AC/cooler services should be made up to the mark. Moreover,
the capacity to include a large crowd should be increased either by extending the
area or by dividing the time slots of 1st year and 2nd year students.
The food court should keep enough food items and in adequate quantity so that the
food is available at all times.
Thank you!