A STUDY ON THE BUSINESS PRACTICES IN

SREEANNAPOORNASREEGOWRISHANKAR
A SUMMER PROJECT REPORT
Submitted by

NAVITHAK
Register Number: 1391025
In partial fulfilment for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

IN
DEPARTMENT OF MANAGEMENT STUDIES
SRI RAMAKRISHNA ENGINEERING COLLEGE
Coimbatore-641 022
AUGUST 2014

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

Submitted for the project Viva-Voce examination held on

__________________________
Director Management Studies

______________

_______________

________________

Internal Examiner

External Examiner

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

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.

EXECUTIVE SUMMARY
Introduction
A

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

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

advertising, reviews, public relations, social media, personal experiences and other channels.
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

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.

TABLE OF CONTENTS

Chapter No.
1

Title

Page No.

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

MICRO AND MACRO ANALYSIS

2.1 Industry Position

2.2 PESTLE Analysis

2.3 SWOT Analysis

FUNCTIONAL AREA

3.1 MIS

3.1.1 SAP

3.1.2 CATTER PILLAR FO

3.2 Production

10

3.2.1Quality Practices

10

3.2.2 Production Process

10

3.2.3 Raw Material Sourcing

10

3.2.4 Vender identification

11

3.2.5 Inspection

11

3.2.6 Inventory Management

11

3.2.7 Supply Chain Management

11

3.2.8 Service

11

3.2.9 Purchase Details

12

3.2.10 Production Details

12

3.3 Human Resource

12

3.3.1 Recruitment

12

3.3.1.1 Source

12

3.3.1.2 Policy

13

3.3.1.3 Process

13

3.3.2 Orientation

13

3.3.3 Carrer Planning & Development

13

3.3.3.1 Career Planning

13

3.3.3.2 Promotion

13

3.3.4 Training & Development

14

3.3.4.1 Training

14

3.3.4.2 Development

14

3.3.5 Performance Apprisal

14

3.3.6 Motivation

14

3.3.7 Counseling

15

3.3.8 Retention

15

3.3.9 Compensation

15

3.3.10 Welfare Activities

15

FIELD STUDY

17

4.1 Customer perception Annalysis

17

4.1.1 Branches Visited

17

4.2 Customer Survey

17

4.2.1 Objective

17

4.2.2 Research Methodology

18

4.2.2.1 Data collection

18

4.2.2.2 Sample Size

18

4.3Analysis & Interpretation

19

4.3.1 Gender

19

4.3.2 Age

20

4.3.3 Quality of Food

23

4.3.4 Tate of Food

24

4.3.5 Variety of Food

25

4.3.6 Quantity of Food

26

4.3.7 Service Provided

27

4.3.8 Cleanliness

28

4.3.9 Overall Dining Experience

29

4.4 Findings

30

4.5 Recommendations

30

4.6 Conclusion

30

LEARNINGS

31

APPENDIX

32

BIBLIOGRAPHY

33

LIST OF TABLES

Table No

Content

Page No

1.1

Company Profile

4.1

Gender

19

4.2

Age

20

4.3

Satisfaction Level Of Customers Of Annapoorna

21

4.4

Customer perception towards Annapoorna

22

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

CHAPTER I
1.1

COMPANY PROFILE

TABLE 1.1

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

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.

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 Chairman Mr. Sunder Rajan
Managing Director Mr. Venkatesh
Joint Managing Director Mr. Srinivasan
Executive Directors Mr. JaganDamodarasamy, Mr. Vivek Srinivasan, Mr. Karthik
1.2.3 PRODUCT AND SERVICES
SreeAnnapoorna provides

Services
Restaurants
Lodging

Product
Kitchen Equipments

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 in R. 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.
3

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

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.

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 customers
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 people
spend more and visit more often during the start of the months.

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.

2.3 SWOT ANALYSIS

Strength

Weakness
Not able to expand beyond Coimbatore.

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.

Opportunities

Threats
Will have many new comers

Enter into new ventures with their

Quick service restaurants

brand name
Come up with new age restaurants
Start up a catering college

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
SAP Version 3.6.2 for billing,
Cater-Pillar FO Version 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
F3 Bill Print
F4 Table Check
F5 Check Bill
F8 Find Table

3.1.2 CATER-PILLAR FO Version 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
9

 F2 Login
F3 Availability

F4 Reservation
F5 Check In
F6 Quick Check In
F7 Bill
F8 Check 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 make
the 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

10

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.
11

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
Vegetables Ooty 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.
70 80K 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 let
them know about the vacancy in case of the reference.

12

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
13

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

14

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
15

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.

16

CHAPTER IV

FIELD STUDY

4.1 CUSTOMER PERCEPTION ANALYSIS

A marketing concept that encompasses a customer's impression, awareness and/or
consciousness about a company 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
Ganapathi 1 day
Ramakrishna Hospital 1 day
Cross cut Road 1 day
Lakshmi complex 1 day
Saibaba Colony 1 day

Lodging
R S Puram 1 day

4.2 CUSTOMER SURVEY

4.2.1 OBJECTIVES
To study the customer behavior of Annapoorna
17

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.

18

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

Gender
80

20

Male

Female

It is inferred from the above table that 104 (80%) of the customers are male and
26 (20%) are female customers.

19

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

Age
29.23
26.15
23.07

12.03

9.23

>20

20-30

30-40

40-50

<50

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 3040

20

Table 4.3Satisfaction level of customers of Annapoorna

Very good

Good

Average

Poor

Variables
No

No

No

No

48

36.92

66

50.76

16

12.30

46

35.38

74

56.92

10

7.69

34

26.15

52

40

38

29.23

4.69

28

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

4.61

1.56

34

26.15

86

66.15

10

7.63

Quality of
food
Taste
Variety of
food
Quantity of
food

Over all dining

experience

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.

21

Table 4.4 Customer perception towards Annapoorna

Variables

Mean

Rank

Cleanliness

1.5385

Service

1.6769

Taste of food

1.7231

Quality of food

1.7538

Variety of food

2.1385

Quantity of food

2.2154

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.

22

4.3.3 QUALITY OF FOOD

Fig -4.3 Quality of foods

Quality of food
50.76
36.9

12.3
0
Very good

Good

Average

Poor

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.

23

4.3.4 TASTE OF FOOD

Fig-4.4 Taste of food

Taste
56.92

35.38

7.69
0
Very good

Good

Average

Poor

It is inferred from the above table that majority of the respondents 74 (56.92%) of the
customers say the taste of food is good and 46 (35.38%) of the customers say it is very good.

24

4.3.5 VARIETY OF FOOD

Fig-4.5 Variety of food

Variety of food
40
29.23

26.15

4.61

Very good

Good

Average

Poor

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

25

4.3.6 QUANTITY OF FOOD

Fig-4.6 Quantity of food

Quantity of food
43.07

27.69
21.53
7.69

Very good

Good

Average

Poor

It is inferred from the above table that most of the respondents 56 (43.07%) of the
customers say the quantity of food is good and 36 (27.69%) of the customers say it is average.

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4.3.7 SERVICE PROVIDED

Fig -4.7 Service Provided

Service
43.07

46.15

10.76
0
Very good

Good

Average

Poor

It is inferred from the above table that most of the respondents 60 (46.15%) of the
customers say the service provided is good and 56 (43.07%) of the customers say it is very good.

27

4.3.8 CLEANLINESS

Fig 4.8 Cleanliness

Cleanliness
53.84
40

29.23

4.61
Very good

Good

Average

Poor

It is inferred from the above table that majority of the respondents 70 (53.84%) of the
customers say the cleanliness is very good and 52 (40%) of the customers say it is good.

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4.3.9 OVER ALL DINING EXPERIENCE

Fig-4.9 Dining Experience

Over all dining experience

66.15

26.15
7.63
0
Very good

Good

Average

Poor

It is inferred from the above table that majority of the respondents 86 (66.15%) of the
customers say their overall dining experience is good and 34 (26.15%) of the customers say it is
very good.

29

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 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.

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.

30

CHAPTER 5
LEARNINGS
1. Organization Set up I learnt about the organization set up and the work culture in the
organization. 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:_____________________________________________

Female

1. Gender : Male
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

Very good

1.

Quality of food

2.

Taste

3.

Variety of food

4.

Quantity of food

5.

Service

6.

Cleanliness

7.

Over all dining experience

Good

Average

Poor

7. Any Comments/Suggestions: ______________________________________________________

~~~~ Thank You for visiting Annapoorna ~~~~
32

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 12

December 2011

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