SERVICE ANALYSIS OF KFC GULSHAN OUTLET

Group Members Jonaid Yousuf Siam 092 0133 030

Shorfuddin Sama 092 0632 530

Md.Tanvir Ahmed 092 0627 030

Md. Rayhan Hossain 101 0135 030

Ishrat Jahan Synthia

Lecturer

North South University

Course Instructor

Company ProfileCompany Profile

KFC (Kentucky Fried Chicken) – 1930 in USA.

Colonel Sanders is the founder.

Over 14,000 outlets in 105 countries. (www.kfcbd.com)

PepsiCo owned KFC in 1986.

Company ProfileCompany Profile

Transcom Foods Ltd. is the franchisee of KFC in Bangladesh

KFC launched in September, 2006 at Gulshan.

KFC has 11 outlets in Bangladesh.

Dimension: TangibilityDimension: Tangibility

1. Modern equipment

2. Visually appealing facilities

3. Employees who have a neat, professional appearance

4. Visually appealing materials associated with the service

Dimension: TangibilityDimension: Tangibility

Dimension Weight : 21.83Avg. unweighted gap score : -1.38Weighted gap score : -30.20Avg. Perception score : 4.53

SERVQUALSERVQUAL

Survey research of customer evaluation about a company

Servqual is the difference between customer perception and expectation.

Servqual asses a service of a company through five dimension.

Dimension: RELIABILITYDimension: RELIABILITY

5. Providing service as promised

6. Dependability in handling customers’ service problems

7. Performing services right the first time

8. Providing services at the promised time

9. Maintaining error-free records

Dimension: RELIABILITYDimension: RELIABILITY

Dimension Weight : 19.17Avg. unweighted gap score : -1.43Weighted gap score : -27.35Avg. Perception score : 4.39

Dimension: RESPONSIVENESSDimension: RESPONSIVENESS

10.Employees Informs exactly when services will be provided.

11. Employees provide prompt services.

12. Employees are always willing to help customers.

13. Never too busy to respond to service requests.

Dimension: RESPONSIVENESSDimension: RESPONSIVENESS

Dimension Weight : 20.50Avg. unweighted gap score : -1.53Weighted gap score : -31.263Avg. Perception score : 4.36

Dimension: ASSURANCEDimension: ASSURANCE

14. Employee behavior instills confidence.

15. Customers feel secure transactions.

16. Employees are consistently courteous.

17. Employees have the knowledge to answer questions.

Dimension: ASSURANCEDimension: ASSURANCE

Dimension Weight : 19.81Avg. unweighted gap score : -1.13Weighted gap score : -22.286Avg. Perception score : 4.81

Dimension: EMPATHYDimension: EMPATHY

18. Provides individual attention.

19. Has convenient operating hours.

20. Employees provide personal attention.

21. Has the best interest of the customers at heart.

22. Employees understand the needs of their customers.

Dimension: EMPATHYDimension: EMPATHY

Dimension Weight : 18.69Avg. unweighted gap score : -1.35Weighted gap score : -25.169Avg. Perception score : 4.11

FINDINGSFINDINGS

Dimension E P P-E Weight Weighted Average

Tangibility 5.92 4.53 -1.38 21.83 -0.30

Reliability 5.81 4.39 -1.43 19.17 -0.27

Responsiveness

5.88 4.36 -1.53 20.50 -0.31

Assurance 5.93 4.81 -1.13 19.81 -0.22

Empathy 5.45 4.11 -1.35 18.69 -0.25

Overall weighted servqual score

1.36

Qualitative Comparison

30 minutes cleaning time before opening everyday

Wash hands every half an hour

Provide service right time

RSS course for error free service

Understand specific needs

Recommendation

Train employees in effective customer service

techniques, not just in the legally required

food handling and safety procedures.

Ensure well decorated furniture, employee

uniform and sufficient amount of sitting

facilities so that during busy hours less

people have to wait for sitting arrangement.

Recommendation

Encourage them to think in terms of customer

care, which goes beyond basic service.

Timing is another aspect of customer care.

Serve drinks and appetizers promptly, minimize

the time between courses and don't clear away

dishes before the customers have had.

Questions and

Suggestions

Thank You