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Documente Cultură
Table of Contents
1.0 Introduction: ........................................................................................................................ 2
1.1 Scope of study: ................................................................................................................. 2
1.2 Objective of study: ........................................................................................................... 3
1.3 Limitation of study: .......................................................................................................... 3
2.0 Company: ............................................................................................................................. 4
2.1 Companys Background: .................................................................................................. 4
2.2 History .............................................................................................................................. 5
2.3 Location ............................................................................................................................ 5
2.4 Employees ........................................................................................................................ 6
2.5 Customers ........................................................................................................................ 6
2.6 Menus .............................................................................................................................. 7
3.0 Theory .................................................................................................................................. 8
3.1 Service .............................................................................................................................. 8
3.1.1 People: ...................................................................................................................... 8
3.1.2 Process: ..................................................................................................................... 8
3.1.3 Physical Evidence: ..................................................................................................... 8
3.2 Gap model: ....................................................................................................................... 8
3.2.1 Customers Gap .......................................................................................................... 8
3.2.2 Providers gap 1.......................................................................................................... 8
3.2.3 Providers gap 2.......................................................................................................... 9
3.2.4 Providers gap 3.......................................................................................................... 9
3.2.5 Providers gap 4.......................................................................................................... 9
4.0 Analysis ................................................................................................................................ 9
4.1 Service .............................................................................................................................. 9
4.1.1 People ....................................................................................................................... 9
4.1.2 Process ...................................................................................................................... 9
4.1.3 Physical Evidence .................................................................................................... 10
4.2 Gap model ...................................................................................................................... 10
4.2.1 Customers gap ........................................................................................................ 10
4.2.2 Providers gap 1........................................................................................................ 10
4.2.3 Providers gap 2........................................................................................................ 10
4.2.4 Providers gap 3........................................................................................................ 11
4.2.5 Providers gap 4........................................................................................................ 11
5.0 Conclusion .......................................................................................................................... 11
6.0 References: ........................................................................................................................ 12
6.1 Books .............................................................................................................................. 12
6.2 Websites......................................................................................................................... 12
6.3 Interviews....................................................................................................................... 12
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1.0 Introduction:
Fast food restaurants are now a days one of the most visited places of our country.
Especially young aged people visit these places most frequently because of some
reasons like ideal hangout place, delicious food, enjoyable environment and many
others. So there is an increasing trend in our country of fast food restaurants. Many
fast food restaurants are taking place in the city like mushroom every day.
Among those, some can cope with the environment, some cannot. FFC is one the
most promising fast-food restaurant which got popularity very quickly.
This report is on FFC and I tried to rate the service given by FFC to its customers
especially its external customers. I tried to find out the GAPs of FFC as well. After
doing a whole course on Service marketing, my objective was to relate the service of
FFC with the things I have learned from the course.
The reason I have selected this sector because Fast food Restaurants are now a days
one of the biggest service sector of our country. So as a service marketing student,
its a good opportunity to work on fast food restaurants.
As FFC is one of the popular fast food restaurant of Dhaka city, it became easy for
me to work on it. Another reason is it has many outlets so that it became easy for me
to gather information.
(us).
Then
also
gave
brief
menu
of
them.
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Then in the theory part I discussed some theory that I learned in this course that has
been used in this report. And then I talked about the GAP model. In the Analysis
part, I have related the findings of my observations and information with the theory.
In the end I concluded in the conclusion and gave the references from where I got
the information and other important documents and necessary things.
I faced problem to gather some information like their history, their owner,
who started this business etc.
ii.
The manager was not that much helpful. After offering him the letter of
authorization the manager still showed unwillingness to help me.
iii.
They did not permit us to take pictures of their kitchen. They permitted us to
enter into their kitchen but still they forbid me to take pictures.
iv.
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v.
I also faced time problem as it was Ramadan time so I had to visit FFC during
iftar or after iftar time.
2.0 Company:
Fortuna Fried Chicken (FFC) is a locally owned fast food restaurant which is quickly
turning into a national chain as it is gaining popularity very quickly. It is a part of
Fortuna Bangladesh which is a Private entrepreneurial company.
With the help of their creative approaches and tasty food and good service FFC has
created a name which is gaining popularity among the young generation. Now a day
it is one of the top rated fast food restaurants in Dhaka city.
They provide a combination of food at reasonable pricing, with some combo menus
and enjoyable environment they are creating themselves as a place for young people.
The refreshing environment, nice music and tasty food is making FFC a great place
for hang out of young people and making it a successful fast food restaurant.
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2.2 History
Fortuna Bangladesh was established in 1984 to manufacture and export garments. It has
grown and diversified into a major industrial conglomerate. Starting with 140 sewing
machines and 250 workers in a rented house, the company grew to over 1500 machines and
over 2,000 workers in its own 120,000 sq ft facility.
2.3 Location
FFC has several outlets in different locations of Dhaka city and outside of Dhaka as
well. Their outlets locations are given below.
Head Office:
FFC, 169,North Gulshan Avenue, Gulshan 2, Dhaka 1212, Bangladesh, Tel: +880-2-9880777
FFC Gulshan
169, North Gulshan Avenue,
Gulshan 2, Dhaka 1212
Tel:9896281
FFC Orchard Point
Orchard Point,
Shop#110, House#17, Road#7, Dhaka.
Tel:9665375
FFC Shat Masjid Road
Rangs Nilu Square, House#75 (Ground Floor), Plot#1,3,5
Road#5A, Dhanmondi Shat Masjid Road, Dhaka-1205
FFC Bashundhara City Mall
Level 8 Shop# 42, 43 Block C, Dhaka.
Tel:9111440 Ext:308043
FFC Mirpur
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2.4 Employees
There are several outlets off FFC in Dhaka City but As I Focused on FFC
Dhanmondi, Here in this report, I will be discussing on the employees of FFC
Dhanmondi.
In FFC Dhanmondy, The Outlet Manager holds is the top position. The name of the
manager is Mr. Babul Hossain. Under him, there are 4 persons who prepare the
food, 2 people takes the order. There are also 2 waiters who serve the food. Usually
FFC is a self service fast food restaurant but still they have those two people to
handle busy conditions. There is also a gate man who acts as the security guard also.
2.5 Customers
FFCs targeted customers are mainly students. Some of them are school students,
some are college students. Their targeted customers are university students too.
Their classification and main criteria are,
Age: FFCs targeted customers age group is 12 to 25 years. So they are mainly
young aged people who like to have junk food a lot.
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Status: They targeted middle class to upper class people as their targeted
customers. So their targeted customers economic status is solvent.
Occupation: FFCs targeted customers are mainly students. Their main source of
money is their pocket money from their parents. Most of them do not earn money
for themselves.
Education: FFCs targeted customers might have come from Bangla medium or
English medium school background. As most of them are students so they are still
doing their studies at school, college or university.
Life style: FFCs targeted customers like to lead free life because of their age group.
During their free time they hangout with friends, gossips, play games, smokes, read
books, pass times with peers and sometimes do rest. As they like to eat food and
gossip and pass free times so FFC has targeted them as their main targeted
customers.
2.6 Menus
The menu of FFC is given below:
* Spicy Chicken Fries
* Hungry Fries
* Wedges
* Coleslaw
* Green Salad
* Bun
* Chicken Burger
* Beef Burger
* Salad Burger
* Shrimp
* Soft Drinks
* Mineral Water
* Tea
* Coffee
They also provide some combo items and some add ons.
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3.0 Theory
Theory is a set of assumptions, propositions or beliefs backed by evidence or proof.
3.1 Service
Service is an economic activity which offered by one party to another. Service is
deeds processes and performances.
3.1.1 People:
In marketing terms people means customers and employees who are involved in
service production.
3.1.2 Process:
Process means a particular method of operations of services like service cascade
which is needed to perform the service.
4.0 Analysis
4.1 Service
In F.F.C their main service is their food. Actually their core product is chicken. And
their service is the food made from the chicken.
4.1.1 People
F.F.C has two types of customer. The customers are F.F.Cs external customers and
the employees are F.F.Cs internal customers.
4.1.2 Process
In F.F.C the process is the internal customers make the food, the external customer
walks in, checks the menu, buys and then consumes the food.
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Another thing is according to their reputation their entrance gate is very poor which
does not go with their standard at all.
5.0 Conclusion
After analyzing the services of FFC we have found some problems they face. It is
very important for them to minimize those problems so that they can get more
success in their business.
They should correct their promotional strategy, they should emphasize more on
their customers, they need to train the employees and hire more effective employees
in order to provide better service. The standard of their service should be raised so
that they dont have any complains.
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With the help of proper implementation of right strategy they can easily climb to the
top.
6.0 References:
6.1 Books
1. Zeithaml A Valarie, Bitner Jo Mary, Gremler D Dwayne, Pandit Ajay Service
Marketing, 5th Edition, 2011, Mcg Grew Hill
2. Lovelock Christopher, Wirtz Jochen Service Marketing, 6th Edition, 2006,
Prentice Hall
6.2 Websites
http://www.vacationbd.com/index.php?option=com_content&view=article&id=84
:ffc&catid=40:fastfood-corners&Itemid=68
www.facebook.com/ffcbd
http://www.ffcbd.com
6.3 Interviews
Mr. Babul Hossain
Manager
FFC Dhanmondi
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