SERVICE ANALYSIS OF KFC GULSHAN OUTLET

Course Instructor
Ishrat Jahan Synthia
Lecturer North South University

Group Members
Jonaid Yousuf Siam Shorfuddin Sama Md.Tanvir Ahmed

092 0133 030 092 0632 530 092 0627 030

Md. Rayhan Hossain 101 0135 030

Company 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 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: 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: Tangibility
Dimension Weight Avg. unweighted gap score Weighted gap score

Avg. Perception score

: : : :

21.83 -1.38 -30.20 4.53

SERVQUAL
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: 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: RELIABILITY
Dimension Weight Avg. unweighted gap score Weighted gap score

Avg. Perception score

: : : :

19.17 -1.43 -27.35 4.39

Dimension: 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: RESPONSIVENESS
Dimension Weight Avg. unweighted gap score Weighted gap score

Avg. Perception score

: : : :

20.50 -1.53 -31.263 4.36

Dimension: 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: ASSURANCE
Dimension Weight Avg. unweighted gap score Weighted gap score

Avg. Perception score

: : : :

19.81 -1.13 -22.286 4.81

Dimension: 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: EMPATHY
Dimension Weight Avg. unweighted gap score Weighted gap score

Avg. Perception score

: : : :

18.69 -1.35 -25.169 4.11

FINDINGS
Weight

: Tangibility 21.83 Empathy 18.69 : Responsiveness : -1.53 ASSURANCE: -1.13

Avg. Gap

Perception Avg. : Empathy : 4.11 ASSURANCE: 4.86 Weighted Gap : Tangibility : -30.20 ASSURANCE: -22.286

Dimension
Tangibility Reliability

E
5.92 5.81

P
4.53 4.39 4.36

P-E
-1.38 -1.43 -1.53

Weight
21.83 19.17 20.50

Weighted Average
-0.30 -0.27 -0.31

Responsiveness 5.88

Assurance
Empathy Overall weighted servqual score

5.93
5.45

4.81
4.11

-1.13
-1.35

19.81
18.69

-0.22
-0.25 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