Documente Academic
Documente Profesional
Documente Cultură
Course Instructor
Ishrat Jahan Synthia
Lecturer North South University
Group Members
Jonaid Yousuf Siam Shorfuddin Sama Md.Tanvir Ahmed
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
: : : :
SERVQUAL
Survey research of customer evaluation about a
company
Servqual is the difference between customer
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
: : : :
Dimension: RESPONSIVENESS
10.Employees Informs exactly when services will be provided.
Dimension: RESPONSIVENESS
Dimension Weight Avg. unweighted gap score Weighted gap score
: : : :
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
: : : :
Dimension: EMPATHY
18. Provides individual attention. 19. Has convenient operating hours. 20. Employees provide personal attention.
Dimension: EMPATHY
Dimension Weight Avg. unweighted gap score Weighted gap score
: : : :
FINDINGS
Weight
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
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,
drinks and appetizers promptly, minimize the time between courses and don't clear away dishes before the customers have had.
Thank You