Executive Summary

The report is on “Measurement of service quality”. The main focusing point of the report is to
understand the real view of service quality of KFC toward the customers. It is also very much
important to the manager to understand whether the service quality is properly applied or not.

KFC is a different type of food chain franchise in Bangladesh. It has more than 25 outlets all
over the country. Unlike other traditional restaurant KFC do not have Birianny, Tehari, but they
have a verity of items made with chicken. Chicken is the main attraction ok KFC. As a fast food
shop they also have items for lunch and dinner, beverage like soft drinks, milk shake, and coffee.

The survey is done by the sample questioner provided and filled by the respondents. The survey
is done by the people who are relatively young and fresh. But they focus every group of people.

Throughout the services, we got some problems what they have in their service process and so
on. We recommend some solutions in the recommendation part.

The Hierarchy of BPATC of employee is very vast. There are many divisions and subdivisions
within the organization. The Rector, who is a senior Secretary to the Government of the People's
Republic of Bangladesh, heads the Centre as its chief executive. The next layer consists of five
Members Directing Staff (MDSs), who are of to the rank of Joint Secretary to the Government.
BPATC is a unique institution for the training of four tiers of officers and staff in public
administration and management and of specialists in the public service. BPATC's training
programs are broadly classified into two major groups- (i) core courses and (ii) short and
specialized courses. BPATC has the vision to offer training programs globally and attract more
private sector organizations to participate.
The culture of BPATC is employee-friendly. There is “social glue" in the organizational culture
that binds the BPATC's members together. There are some motivational factors for the
employees and BPATC like motivation through rewards, motivation through job design,
motivation through employee participation etc. Because of the presence of shared values and
culture, a discipline employee behavior is observed among the employees of BPATC.
Organizational activities are done strictly maintaining time schedule. On the other side, because
of the presence of discrimination among the two groups of employees (own house employees
and employees on deputation), there are some conflict exists in the organization. However,
BPATC is very much conscious about Stress and Change management as Researchers report a
constant tension between opposing forces for stability and change in today's work organizations.
So a productive balance is required.

In 3rd chapter, there are 15 question are asked to 30 employee (Senior Assistant Secretary) about
job satisfaction and a very positive response was found throughout the survey. The detailed is
given by the Frequency Table and Figures. Though the job satisfaction survey has been done in
this organization, it’s hard to recommend something about this organization because it is very
sensitive and important organization in our country. But some bad things are been there. For
example, eternal politics, discrimination, and illegal whispering exist. Those must be decreased.