“Comparison of service offered by McDonald VS

Burger King’’
SUBMITTED BY:
SIMRAN ARI(02)
BHAVANA(07)
RISHITA KHANDELWAL(09)
SIMMI BANSAL (12)
SAI CHAND (26)
ALKA PAL (59)
SHUBHI JAIN(60)
 ABOUT HOSPITALITY INDUSTRY

 The hospitality industry is a broad group of businesses that provide services to customers. It's focused on the
satisfaction of customers and providing specific experiences for them.
 The hospitality industry is unique because it relies so heavily on discretionary income and free time.
 Hospitality industry has three primary areas : The first area is accommodations, which includes hotels, motels, bed and
breakfasts, and other lodging businesses.
 The next area is food and beverage. This area comprises restaurants, fast food chains, and other establishments that
provide food and beverages. Food and beverage providers might be located in hotels or be standalone facilities.
 The last area of the hospitality industry is travel and tourism, which includes airlines, trains, and cruise ships.
 ABOUT FOOD SERVICE INDUSTRY

 The food service industry consists of many players to keep track of, many different
channels for getting products to market, and many different strategies that can lead to
success or failure in the space.
 Add to that the rapid pace of change in food service industry technology as well as an
ever changing regulatory environment.
 A big challenge for new and even established manufacturers and distributors in the food
service industry.
 ABOUT MCDONALD

 McDonald's is the world's leading food service retailer with more than 31,000 restaurants
in 119 countries serving more than 50 million customers each day.
 McDonald's worldwide is well known for the high degree of respect to the local culture.
 McDonald's has developed a menu especially for India with vegetarian selections to suit
Indian tastes and culture.
 The USP of McDonald’s is Quality, Service, Cleanliness & Value for money which means
we focus on providing our customers high quality products, served quickly with a smile,
in a clean and pleasant environment at an affordable price
 ABOUT BURGER KING

 Burger King is the second largest fast food hamburger chain in the world with about
13,000 restaurants operating in 100 countries.
 The original Home of the whopper our commitment to premium ingredients, signature
recipes, and family-friendly dining experiences is what has defined our brand for more
than 50 successful years.
 Burger King has been keen on entering India since it was acquired by 3G Capital in 2010
in a $3.8 billion deal.
 OBJECTIVE / AIM OF STUDY

 Research Question : Consumer perception of service quality

 Purpose /Aim : Comparison of services offered by McDonald and Burger King.
 Objective : This study is also done to analyze the gaps occurring in the organization and
understanding the one brand preferred by the customer.
 RESEARCH METHODOLOGY

 Research Design : Descriptive Analytics

 Sampling Design: Simple Random Sampling
 Instrument Used: Questionnaire
 Sample Size : 140
 Sampling Frame : Students, people who are earning
 GAPS AND CRM STRATEGY

 Gap 1 : Burger king when compared with McDonald's is backwards interms

of listening to customers’ problems
 Gap 2 : In terms of tangibles, People think McDonald’s has better physical
facilities or tangibles than Burger King and hence there is a gap
 Gap 3 : In terms of the performance, people feel McDonald’s is better in
sympathizing with customers needs and problems, how well employees’
respond to customers and in creating trust amongst customers and Burger
King failing to do the same here
 Gap 4 : Burger King has a gap interms of the tangibles with which it
communicates one expected service and the actual service not being in
par with that of McDonald's
Closing the Gaps

 Gap 1 : Burger King should improve upon it’s feedback and should try to
the needs and problems of customers
 Gap 2 : It should create trust in customers in terms of secure transactions
and visually appealing changes to the tangibles
 Gap 3 : Burger King needs to train it’s employees to respond to customers
and ask about their problems and take appropriate action
 Gap 4 : Service performance not matching with the appeal of the
tangibles. Burger King should improve it’s services to match customers’
expectations