Chapter-I

Introduction

1.1
Customer Satisfaction

BACKGROUND OF THE STUDY

The project deals with comparing the quality of services offered by Bake shop i.e. Monginis and Ribbons & Balloons on various parameters like price, product, service standards, staff and value for money, etc. The study aims at identifying the strengths and weakness of the two Bake shop so that the weaknesses can be overcome and the strengths can be fostered so as to achieve a competitive edge over the other Bake shop. Customers satisfaction mostly depends upon his perception about value for money he is giving to a particular item. Whether the customer is satisfied after purchase depends on the offers performance in relation to buyers expectations. In general, satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance (or outcome) in relation to his or her expectations. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted. Customer perceived value Customer perceived value is the difference between the prospective customers evaluation of all the benefits and all the costs of an offering and the perceived alternatives. Total customer value is the perceived monetary value of the bundle of economic, functional and psychological benefits customer expects from a given offering. Total customer cost is the bundle of costs customers expect to incur in evaluating, obtaining, using, and disposing of the given market offering.

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Customer Expectations Buyers form their expectation from past buying experience, friends and associates advice, and marketers and competitors information and promises. If marketers raise expectation too high, the buyer is likely to be disappointed. However if the company sets the expectation too low, it wont attract enough buyers. Some of todays companies are raising expectations and delivering performance to match.

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1.2 Company Profile:

12

Introduction

The Monginis brand name originated over 100 years ago, when 2 Italian brothers set up a catering firm in south Mumbai. Monginis catering services including cakes, pastries and savories were in great demand. To the last detail, complete with a wedding cake it was Monginis that breathed life and fun into the European weddings that took place in Bombay. After it was bought over by the Khorakiwala's in 1960's, the brand has remarkably grown to become the national leader in cakes In 1971, for the first time in India, a plan of having an exclusive franchise cake shop was conceptualized. Mr. H.T. Khorakiwala, the founder president of national association of bakery industry, who spear headed the operations, realized that to grow it was necessary to focus on production standards and distribution. The retail management was best left to the shop owners, who were in a better position to offer personalized service to the customers. In 1991, Monginis came to EGYPT with its history and deep knowledge of perfect baking. Today, more than 35 outlets
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network across Cairo and Alexandria, Monginis is still dishing out melt-in-themouth Celebration Cakes, Cookies, Chocolates, Speciality breads, Snacks, Oriental Sweets, and Savories, as well as GIFT A CAKE ONLINE concept, corporate surprises, party decoration ideas, and free home delivery in the 21st century...We`ve come a long, sweet way!!!

Core Values

To help people celebrate their happiness and make those moments memorable in their lives All our products and their services should be offered with the same love, care and affection as if they were meant for the most beloved person(or a family member). Good intentions while dealing with the one another amongst stakeholders result in good product and services.

Vision : Our vision is to become a National cake company with hundred Monginis cake shop in all the cities

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Quality : Every time you sink your teeth into anyyummy Monginis product, you get the taste of good health. That's because behind every Monginis product is a promise that it is soft n fresh. But have you ever thought how we manage to ensure world-class quality in each and every product? Our chain of quality value begins right from choosing our suppliers to each and every stage of the manufacturing process. We aim to make our bakery in to a zero microbial environment with surface and aerial disinfections being under taken at regular intervals so that Quality Assurance Systems at Monginis comply with the highest world standards. To achieve the target the corporation has already acquired the ISO 22000 : 2005food safety management system. Monginis has a well devised food safety policy which penetrates to the root level and ensures food safety and security to the customers. So no matter wherever you are in Egypt, if you see a Monginis Bakery sign, or any Monginis product, you know it's a sign of trust, a sign that promises world-class quality.

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Product Portfolio
Monginis cakes

Orchid cake

Black forest cake

Pineapple cake

16

 Dark chocolate cake

Monginis Eatable
Crispy Crunchy cookies

Dundee cake

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 Xmas cake hamper

Chocolate gift

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Introduction on Ribbons & Balloons

India is gifted with varied cultures, festivals and traditions is unmistakably a land with many reasons to celebrate. So we thought why not own this space. Why not make every occasion special? Why not develop a sweet tooth? Why not make people rejoice every moment! Big or small.

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Inspired by the above thought, we commenced Ribbons & Balloons in 2005. Since inception, our motto is to elevate our customers expectations and make them feel proud that they carry value for money products. Each of our product offering is an outcome of our commitment to quality and excellence. Till today, our honest pricing has not been a pinch to their pockets. And we will continue to maintain the same in the future along with Quality as the prime focus. Ribbons & Balloons has established a dominant leadership & a cult-like following in the Cake and Confectionary Industry within a meager span of five years! With exceptional popularity and strong growth flanked by franchises spread all over Mumbai & Thane, Ribbons & Balloons is recognized today more so as an Iconic Brand Name in its own! Since the establishment of its first store in 2005, Ribbons & Balloons have created a remarkably strong emotional bond with its treasured customers in nearly 39 locations all over Mumbai & Thane and yet persist to prosper & grow! Ribbons & Balloons had built a concrete Franchise Family enterprise partnering with business aficionados and brand enthusiasts all over the Mumbai city!

Core Values To help people celebrate their happiness and make those moments memorable in their lives All our products and their services should be offered with the same love, care and affection as if they were meant for the most beloved person(or a family member). Good intentions while dealing with the one another amongst stakeholders result in good product and services. Ribbons & Balloons Aspire: To supply the best quality products with value for money To become the National Leaders in Cakes and Bakery items with a presence in all major cities of the country.
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STRATEGIC BUSINESS UNIT : This business comprises of packaged cakes & bakery products which have shelf life of 5 to 90 days. These products are in the fast-moving-consumergoods category (FMCG) and are required to be marketed in all the relevant shops namely provision shops supermarkets, kiosks in the territory defined. The packed cake would continue to be supplied from Cairo & distributed all across Egypt and exported to neighboring countries like Libya, Sudan, Yemen etc...

Monginis establishes Franchise cake shops in all over the world. The product range would include all unpacked cakes & pastries, bread products, chocolates & cookies, birthday cakes, novelty cakes, savories patties, croissants, etc.

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Product Portfolio of Ribbons & Balloon

Ribbons and balloons Cakes

Black forest

Blue Berry Coffee

Choco Mocca

Choconut

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Eatables & Desert Menu

Dark Chocolate Mousse

Pastries
Apple cake

Kiwi Mouse

Banana chocolate

Butter scotch

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The company has strategic business units

STRATEGIC BUSINESS UNIT

This business comprises of establishment of franchised cake shops. The product range would include all unpacked cakes & pastries, bread products, chocolates & cookies, birthday cakes, novelty cakes, savories patties, croissants, etc. the franchisee would also be required to trade in approved non-edible items like birthday accessories and party related gift items for exclusive supply to cake shops.

Corporate Gifting
Customize Monginis and Ribbons & Balloons cakes with your esteemed corporate logo and build good will with your patrons, associates and customers. With corporate's spending, an increasing number of hours at the workplace and happily making themselves "at home" in office, lines between the personal and professional world have blurred. Friends and office colleagues are the norm and the boss is no longer the tyrannical monster but an approachable senior who believes in the open-door policy. You can also strengthen relations with clients, customers and partners with home-baked sweet indulgence the their smorgasbord. Monginis and Ribbons & Balloons are the ideal partner to surprise the ones who matter the most and make those moments memorable with them.

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 Et

1.3 Statement of the Problem

Problem identified is to understand the needs and wants associated with customer towards buying products offered by Monginis and Ribbons & Balloons and also to measure the customer satisfaction at Monginis in comparison with Ribbons & Balloons across Kharghar, Navi Mumbai.

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1.4 Scope of the study

The study is to measure the responses of customers in terms of their satisfaction for Monginis compared with Ribbons Balloons of Kharghar. It also analyzes the variety of bakery products like cakes and pastries provided by the Monginis and Ribbons & Balloons situated at Kharghar.

This study will help the marketers of both the Bake shop to get insight information on the customer perception towards the Bakery products like cakes and pastries. The study will help to identify the areas where they lack and how they can improve the service quality of their offerings.

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Need For the Study:

Apart from curriculum activity Research Project on the consumer satisfaction and product &service quality of the Monginis and Ribbons and Balloons outlet will provide great opportunity for me to gain the experience about parlors working; whereas it will also be helpful for me to analyze the consumer perception about the bakery product provided by Ribbons and Balloons For this purpose I am going to do Research project on Comparative analysis on Consumer satisfaction of Monginis as well as Ribbons & Balloons at Kharghar. This will definitely help both cake shops to analyze about their product and service quality, customers expectations from the Bakery products like cakes and pastries and thereby improve satisfaction level of the customers of compared with other. Various needs of this research study are as follows:

To determine the quality and variety products provided by Monginis as well as Ribbons & Balloons the strategies needs to apply to improve service quality. To know the satisfaction level of consumers of both Monginis and Ribbons & Balloons and the strategies needs to implement for improvement of consumer satisfaction. To attract the customer by satisfying them while providing Varity of products and getting competitive advantage

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1.6 Objectives of project

1. To conduct study on consumer buying preference towards bake shop 2. To study the factors that attract the customers towards cake shop. 3. To find out main reason for which customers visit and buy the products (Occasions on which customer buy cake) 4. To find out the gaps between customer expectations and customer experience and to suggest how these gaps can be bridged

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1.7 Hypothesis for Research

H1 :-Customer prefer Monginis Cake rather than Ribbions and Ballons cake.

H2: Ribbons & Balloons cake are more affordable than Monginis.

H3:Chocalate cakes are the priority of the customers in both Monginis Ribbons & Balloons at kharghar.

and

H4:- cakes test has major influence in cakes selection process rather than its price.

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CHAPTER II

Research Methodology

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2.1

Research Design

The research Design selected for this project is Cross-Sectional research design, which comes under the descriptive research design whose main research design category is conclusive research design.

Research Design

Conclusive Research Design

Descriptive Research Design

Cross-Sectional Research Design

This research is typically more formal and structured in nature. It is based on the representative samples, and the data obtained are subjected to quantitative analysis. The findings from this research are considered to be conclusive in the nature, in that they are used as input into a managerial decision making. This researchstudy is conducted at single fixed time which gives a snapshot view of the problem.

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2.2 Sampling Design

Population Approximately there are more than 400000 people in the kharghar who may or may not take the use of Monginis and Ribbons & Balloons Bake shop. So the target population under our research study is mapped from the assumed population.

Sample Size

According to the krejice and morgan table for Determining the sample size, The sample size I taken is 160,i.e random selection of customers within kharghar area covering Different geographical areas.

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2.3 Sampling Method

Sampling

Probability sampling

Restricted/Complex Probability Sampling

Stratified Random Sampling

Disproportionate sampling

In this research study we can easily specify , for each element of the population, the relative likelihood that it will be included in the sample.It relies on a random selection of elements, and done with finite population.
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2.4 Methods Of Data Collection

1)

Primary Data collection 1) Questionnaire:-From users the questionnaire is used for data collection. 2) Observations. 3) Formal Discussion with Company Managers.

2)

Secondary Data Collection 1) Research articles. 2) Magazines. 3) Newspaper Articles. 4) Internet etc.

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2.5 Methods of Data Analysis And Statistical Technique

Statistical Package For Social Sciences (SPSS 16.0) is used for the interpretation and analysis of the collected data in the study. I used descriptive submenu in the Analyze menu to find the frequencies and graphs of the different variables and responses.

a) It provide a powerful statistical Analysis and data management system in a graphical environment. b) Most user-friendly Statistical package. In SPSS we have used:-

1) Descriptive Statistics. 2) Frequency Distribution. 3) Graph Builder. 4)Selection.

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2.6 Limitation of the Study

The study is initially carried out for the smaller sample space.Itis restricted to the only kharghar area. Once the suggested recommendations are being accepted and found beneficial for the shops in kharghar then the scope of the study will be increase gradually. The research only include the two competitors of the cake market i.e. Monginis and Ribbons & Balloons, the Domestic level cake Shoppe are not considered here for any kind of analysis.

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Chapter III

Data Processing and Analysis

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Testing Of Hypothesis
Table 1.1 H1:-Customer prefer Monginis Cake rather than Ribbons and Balloons cake.

cake choice Brand Monginis Ribbons & Balloons Total Frequenc y Percent 103 58 161 64.0 36.0 100.0 Valid Percent 64.0 36.0 100.0 Cumulative Percent 64.0 100.0

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Graph 1.1

Interpretation : According to the graph the and frequency table 64% of the student prefer the Monginis cake whereas remaining i.e. 36% of the people prefer the Ribbons & balloons, So the people interest lies more in the Monginis when they think of the cake and the pastries. So the hypothesis H1 stating that Customer prefer Monginis Cake rather than Ribbons and Balloons cake is Accepted.

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Table 1.2 H2:Ribbions&Ballons cake are more affordable than Monginis.

Which brand is affordable Choice A ( Monginis) B(Ribbons & Balloons) C(Both) Total Frequ ency Percent 82 57 22 161 50.9 35.4 13.7 100.0 Valid Percent 50.9 35.4 13.7 100.0 Cumulative Percent 50.9 86.3 100.0

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Interpretation According to the frequency analysis done on the factor i.e. affordance of the particular brand, the study signifies that a large group of the people are interested as well as more people can afford the Monginis cake rather than Ribbons and Balloons cake. The 50.9% people can afford the Monginis cake and 30.4 people can afford the Ribbons and balloons cake 30.75 people can afford both the type of cake. So the Hypothesis H2 stating that Ribbons & Balloons cake are more affordable than Monginis is Accepted.

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Table : 1.3

H3:Chocalate cakes are the priority of the customers in both Monginis

and Ribbons & Balloons at kharghar.

Table 1.3 Type of cake want Frequenc y Percent Chocolate Black Forest Flavoured(With Cream) 63 55 26 39.1 34.2 16.1 10.6 100.0 Valid Percent 39.1 34.2 16.1 10.6 100.0 Cumulative Percent 39.1 73.3 89.4 100.0

Flavoured(Without 17 Cream) Total 161

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Graph 1.3

Interpretation: According to the Graph we get the clear idea about the peoples favoritism for the different type of the cake, from frequency table the major people prefer the chocolate cake i.e 39%,whereas the 34% people shows their interest in the 34%,16% people like flavored cake with cream. and 16% people cake likes Flavored cake without cream. So the Hypothesis H4 stating that Chocalate cakes are the priority of the customers in both Monginis and Ribbons & Balloons at kharghar is Accepted.

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Table 1.4 H4:- The varieties and service standard of the Monginis cake and pastries are relatively higher than Robbins and Balloons.

Rating for Service Standard of cake at Monginis Frequen cy Percent Valid Excellent 62 Good Neutral poor Total 74 21 4 161 38.5 46.0 13.0 2.5 100.0 Valid Percent 38.5 46.0 13.0 2.5 100.0 Cumulative Percent 38.5 84.5 97.5 100.0

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Graph 1.4 :

Interpretation : The above graph shows level of customer satisfaction which include up to which extent the customer is pleased by the service is being provided at the Monginis,39% of the Monginis user rate the service standard as Excellent whereas the 46% people consider it to Good level, the 13% find it up to the neutral level, and some of people are not at all satisfied with service standard at Monginis.

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Table 1.5

H4:- The varieties and service standard of the Monjinis cake and pastries are relatively higher than Robbins and Balloons.

Rating for Service Standard of cake at Ribbons and Balloons Frequenc y Percent Valid Excelle 31 nt Good Fair Poor Total 44 22 25 161 Neutral 39 19.3 27.3 24.2 13.7 15.5 100.0 Valid Percent 19.3 27.3 24.2 13.7 15.5 100.0 Cumulative Percent 19.3 46.6 70.8 84.5 100.0

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Graph 1.5

Interpretation If we focused on the service standard at the Ribbons and balloons then we find only 19% people rate it up to the Excellent level which was very less as compare to the Monginis, only 27% people rate it to the good level. If we check the overall rating for the both Monginis and Ribbons and balloons Service satisfaction then we come to know that Monginis customer are more happy.so the Hypothesis stating that The varieties and service standard of the Monginis cake and pastries are relatively higher than Robbins and Balloons is Accepted.

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Q) Rating for varieties of cake at Monginis

Table 1.6 Rating for varieties of cake at Monginis Frequen cy Percent Valid Excellent 50 Good Neutral Fair poor Total 44 28 15 24 161 31.1 27.3 17.4 9.3 14.9 100.0 Valid Percent 31.1 27.3 17.4 9.3 14.9 100.0 Cumulative Percent 31.1 58.4 75.8 85.1 100.0

Graph 1.6

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Q) Rating for varieties of cake at Ribbons and Balloons Table 1.7 Rating for varieties of cake at Ribbons and Balloons Freque ncy Percent Valid Excellent 52 Good Neutral Fair Poor Total 40 35 22 12 161 32.3 24.8 21.7 13.7 7.5 100.0 Valid Percent 32.3 24.8 21.7 13.7 7.5 100.0 Cumulative Percent 32.3 57.1 78.9 92.5 100.0

Graph 1.7

Interpretation: From the Frequency table and both the graphs it is clearly stated that the Monginis provide more varieties to the customer which leads to the greater satisfaction of the customer. The findings help to validate the hypothesis and study is also going with the stated assumption.
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Q) Rating for Price at Monginis Table 1.8:

Rating for Price at Monginis Frequen cy Percent

Valid

Valid Percent 50.3 26.1 14.3 1.9 7.5 100.0

Cumulative Percent 50.3 76.4 90.7 92.5 100.0

Excellent 81 Good Neutral Fair Poor Total 42 23 3 12 161

50.3 26.1 14.3 1.9 7.5 100.0

Graph 1.8

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Interpretation The above table shows the level of customer satisfaction at the Monginis, the relative price on the item like cakes & pastries is quite affordable.The above Frequency table state that out of the total respondent 50% people are giving Excellent remark to the pricing of the food item . on the Other hand if we compare the pricing scheme we come to know that ,comparatively customer of the Monginis

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Q) Rating for Price at Ribbons and Balloons Table 1.9: Rating for Price at Ribbons and Balloons Freque Valid Cumulative ncy Percent Percent Percent Excellent 18 11.2 11.2 11.2 Good Neutral Good Poor Total 22 56 35 30 161 13.7 34.8 21.7 18.6 100.0 13.7 34.8 21.7 18.6 100.0 24.8 59.6 81.4 100.0

Graph 1.9

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Interpretation :

The above table shows the level of customer satisfaction at the Ribbons & Balloons, the relative price on the item like cakes & pastries is quite affordable. The above Frequency table state that out of the total respondent 50% people are giving Excellent remark to the pricing of the food item . on the Other hand if we compare the pricing scheme we come to know that ,comparatively customer of the Ribbons & Balloons are more satisfied ,which is exhibited by following frequency table and Pie-chart.

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Q) Rating for taste of products at monginis Table: 1.10 Rating for taste of products at monginis Frequen cy Percent Valid Excellent 76 Good Neutral Fair Poor Total Graph :1.10 40 12 22 11 161 47.2 24.8 7.5 13.7 6.8 100.0 Valid Percent 47.2 24.8 7.5 13.7 6.8 100.0 Cumulative Percent 47.2 72.0 79.5 93.2 100.0

Interpretation: From Above Graph shows Customer rating towards the Taste of all products of Monginis , from frequency table 47% of the total respondent given excellent rating to taste of all products of Monginis whereas 25% respondent consider it as good level, 7% find it up to to Neutral level and 14% of the customer are somewhat satisfied with taste of all products of Monginis whereas 7% of the customer are not satisfied.

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Q) Rating for taste of products at Ribbons & Balloons

Table 1.11

Rating for taste of products at Ribbons & Balloons Frequen cy Percent Valid Excellent 25 Good Neutral Fair Poor Total 95 29 10 2 161 15.5 59.0 18.0 6.2 1.2 100.0 Valid Percent 15.5 59.0 18.0 6.2 1.2 100.0 Cumulative Percent 15.5 74.5 92.5 98.8 100.0

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Graph 1.11

Interpretation Above Graph shows Customer rating towards the Taste of all products of Ribbons & Balloons, from frequency table 16% of the total respondent given excellent rating to taste of all products of Ribbons & Balloons, whereas 59% respondent consider it as good level, 18% find it up to to Neutral level and 6% of the customer are somewhat satisfied with taste of all products of Monginis whereas 1% of the customer are not satisfied.

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Q) Which Brand cake u tested

Table 1.12:
Which Brand cake u tested

Brands of cakes tasted Monginis Ribbons & Balloons both

Frequency 40 35 86

Percent 24.84472 21.73913 53.41615

Valid Percent 24.84472 21.73913 53.41615

Cumulative Percent 24.8 46.6 100.0

Total

161

100.0

100.0

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Graph 1.12

Interpretation: The above frequency table and Graph shows which brands of cakes the customer tasted, 24% of the respondents tasted only Monginis cakes whereas 21% of respondent tasted only Ribbons & Balloons cakes and 53% of the respondents tasted both brands of cakes.

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Q) Average expenditure on cake Table1.13 average expenditure on cake Freque ncy Percent Valid 200-500 >1000 Total 80 37 161 49.7 27.3 23.0 100.0 500-1000 44 Valid Percent 49.7 27.3 23.0 100.0 Cumulative Percent 49.7 77.0 100.0

Graph 1.13

Interpretation
The above Table and graph shows the average expenditure of customer on cakes and pastries, The above Frequency table state that out of the total respondent 50% people are spend 200-500 Rs on cakes and pastries , while 27% and 23% of the people spend 500-1000 Rs and more than 1000 Rs on special occasion when they usually buy cakes and pastries form Bake shop.
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Q) primary concern while selection the Bake shop Table 1.14 primary concern while selection Frequenc y Percent Valid Taste of cake people/Service 63 22 39.1 13.7 18.0 6.8 22.4 100.0 Valid Percent 39.1 13.7 18.0 6.8 22.4 100.0 Cumulative Percent 39.1 52.8 70.8 77.6 100.0

Value for Money 29 Ambience/Experi 11 ence Quality Total 36 161

Graph 1.14:

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Interpretation
The above Table and graph shows Customer primary concern area while selection of Bake shop , The above Frequency table state that out of the total respondent 39% of the respondent go for Taste of product & 22% of the respondent go for the Quality of the product while selection of bake shop, Whereas 18% of the people go with value for the money & 22% people select the bake shop based on services they offered to them 7% of the people prefer the bake shop based on the Ambience of that shop which are created and experience that they have with that shop

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Q) Rating on icing &Topp-ins on the cake/pastries at Monginis Table 1.15: Rating on icing &Topp-ins on the cake/pastries at Monginis Frequen cy Percent Valid Excellent 52 Good Neutral Fair Poor Total 50 27 28 4 161 32.3 31.1 16.8 17.4 2.5 100.0 Valid Percent 32.3 31.1 16.8 17.4 2.5 100.0 Cumulative Percent 32.3 63.4 80.1 97.5 100.0

Graph 1.15:

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Interpretation: Above Graph shows Customer perception on Icing and Topp-ins on Monginis cakes and pastries , from frequency table 32% of the total respondent given excellent rating to Monginis whereas 31% respondent consider it as good level, 17% find it up to to Neutral level and 17% of the customer are somewhat satisfied with Icing and Topp-ins on Monginis cakes and pastries whereas 3% of the customer are not satisfied.

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Q) Rating on icing &Topp-ins on the cake/pastries at Ribbons & Balloons

Table1.16 Rating on icing &Topp-ins on the cake/pastries at Ribbons & Balloons Frequen cy Percent Valid Excellent 107 Good Neutral Fair Total Graph 1.16 43 10 1 161 66.5 26.7 6.2 .6 100.0 Valid Percent 66.5 26.7 6.2 .6 100.0 Cumulative Percent 66.5 93.2 99.4 100.0

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Interpretation

Above Graph shows Customer perception on Icing and Topp-ins on Ribbons & Balloons cakes and pastries , from frequency table 68% of the total respondent given excellent rating to Ribbons & Balloons whereas 27% respondent consider it as good level, 6% find it up to to Neutral level and only 1% of the customer are somewhat satisfied .

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Chapter IV FINDINGS

It is observed that majority of the customers who visits these Bake shop most of the times are in the age group of 20-30 yrs. who prefer spending their days off with friends. People have developed a perception about the Bake shop that the primary motive behind visiting particular Bake shop is the test of the products and value for money of the products offered by them. This perception seems to primarily influence their decision to visit. Majority of the respondents prefer visiting Monginis and Ribbons & Balloons for the purpose of purchasing Cakes for special occasion Majority of customers normally spend money in the range between Rs. 200 & below Rs. 400 while purchasing cakes Products of Monginis bake shop is more affordable than Ribbons & Balloons Chocklate cakes customer more preferred than other different flavour of cakes available in both bake shop Comparatively customers are more satisfied with Service standard provided by Monginis. Whereas customers are less satisfied with service standard offered by Ribbons & Balloons

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 It is found in the study that most of the customers are satisfied with the Prices of all products of Monginis than Ribbons & Balloons, Which is more affordable than RB(in RB only 11%respondent are highly satisfied with their respective products) The cakes and pastries in Ribbons & Balloons are more Attractive than Monginis because of its icing & top ins on cakes. Study reveals that that all customers are more satisfied with taste of products at Monginis than Ribbons & Balloons

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Chapter V
CONCLUSION A survey of the customers has been conducted to know their preference of the two cake shops Ribbons & balloons and Monginis. Mostly customer preferred chocklate cake of Monginis and Ribbons & Balloons. Customer tasted both the cakes. But It is observed that overall customers preferred Monginis rather than Ribbons & Balloons. Because The varieties and service standard of the Monginis cake and pastries are relatively higher than Ribbons and Balloons. Also cakes & pastries is quite affordable at Monginis. Monginis provide more varieties to the customer which leads to the greater satisfaction of the customer. Monginis customer are more happy due to its flavor, taste, quality and image which is build by Monginis in the mind of customer.

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Chapter VI RECOMMENDATIONS For Ribbons & Balloons

As Ribbons & Balloons is new compared to Monginis they have do heavy promotion, increase number of stores to generate awareness among its customers. They should trained their service person, because according to customers they are not welcoming. Their Prices are high should reduce prices to some extend, so customer can afford it also. They should give Value for money to its customers. Improve quality of cake & presentation Increased variety & provide customized cake properly.

For Monginis Though quality & taste is good they should give some more finishing look. Monginis online delivery is not good, they should work on it & improve it. Monginis should improve & make more attractive to its icing & top in of cakes.

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Bibliography

www.google.com www.indiainfoline.com www.monginis.com www.ribbonsandballoons.com www.managementparadise.com www.slideshare.net www.oppapers.com www.wikipedia.com

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Annexure:

A)Questionnaire

Note: Please tick () any one option. Name : _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

Age

a) 10-12 b)20-30

c)30-40

d) 40 & above

Gender: Male
Current Occupation:

Female

Student

Working Professional

Self Employed

Other ______________

1) When you say Cake ,which brand comes to your mind? _ _______ _____________________ _____________________________ . 2) How much you spend for Cake ?

a) 200-500

b) 500-1000

c) > 1000

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3) what is your primary concern while selection of cake shop? a) Taste of cake c) Value for money e) Quality b) People/ Service d) Ambience/Experience f) Nearest to residence.

5)When you buy cake, what kind do you prefer? a) b) c) d) e) Chocolate Black Forest Flavored ( With cream) Flavored (without cream) Others___________

6) which Brands of cake & Pastries have you tasted? a) Monginis b) Ribbons & Balloons c) Both

7) Which Brand do you prefer? a) Monginis b) Ribbons & Balloons why -----------------------------------------------------------------------------------------------

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8) Between Monginis/ Ribbons & balloons which one do you find more affordable?

o Monginis o Ribbons and Balloons o Both

9) Give your preference for the following type of cakes? 1 to most preferred and 5 to least preferred? Monginis Ribbons & balloons

Please rate the following, according to your personal choice, for both Monginis and Ribbons Balloons:

1= Excellent 2= Good

3= Neutral

4= Fair5= Poor Monginis Ribbons and ballons 5 5 5 5 1 1 1 1 2 2 2 2 3 3 3 3 4 4 4 4 5 5 5 5

10. Taste & Products

cake pastries Eatables Desserts 1 1 1 1

2 2 2 2

3 3 3 3

4 4 4 4

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11.

Prices
Cake pastries Eatables Desserts 1 1 1 1

Monginis

Ribbons & Balloons

2 2 2 2

3 3 3 3

4 4 4 4

5 5 5 5

1 1 1 1

2 2 2 2

3 3 3 3

4 4 4 4

5 5 5 5

12. Service Standard:

Time to process Order Ordering Orders 1 1

Monginis

Ribbons & Balloons

2 2

3 3

4 4

5 5

1 1

2 2

3 3

4 4

5 5

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13) How much importance you give to the varieties , flavours, physical characteristics in your preferred bakery product?(highest preference in order of 15)(comparison)

Verities & physical characteristics

Taste
1

Monginis

Ribbons and Ballons

Price Brand name Quality

1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

14) How attractive you find the icing &Topp-ins on the cake/pastries ?

1= Excellent 2= Good Question

3= Neutral

4= Fair5= Poor Monginis Ribbons & balloons

Cakes & pastries

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15)Are you aware of the special schemes and offerings provided by the bakery shops? If yes then which one? __________________________________________________________________ ________________________________________________________

16) What are the qualities you find in Monginis/Ribbons & balloons & not in others products? (threeword) ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

17) Can you suggest some areas for improvement for this Cake shop ?

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