& analysis

of its GAP

Model!

Its all about

Group Members

Md. Masud Rana ID-60

Shamim Rayhan Tamim ID-53

Md. Mobinul Haque Asif ID-54

Afrah Khurshid Lamiya ID-56

Jannatul Ferdows ID-57

Md. Al Amin ID-55

Jayanti Das Jaya ID-59

Subroto Khan ID-58

Abdullah Al Mamun Rasel ID- 52

MD.Golam Rabbani ID -51

• Founder Harland Sanders

• Born in 1890

• Founded - 1930

• Bangladesh - 2006

• Founder(s)- Harland Sander

• Headquarter - Delaware ,United State

• Country- 105 across world

• Number of locations-17,000 (2013)

• Key people - David C.Novak, chairman and C.E.O

• Revenue - US$9.2 billion (2013)

• Employees - 4,55,000

• Website- www.kfc.com

INTRODUCTION

KFC Branches in

Bangladesh

KFC in Dhanmondi

KFC in New Eskaton

KFC in Uttara

KFC in BailyRoad

KFC in Banani

KFC in Mirpur

KFC in Gulshan

Change in Punch lines

Old Punch line:

‘Taste you'll just love to EAT‘

Have to drop the word “EAT”

As "Finger licking’

is considered as

unhygienic

Key Success Factors of kfc :

Location/Number of Outlets

Extensive Menu

Global experience

Service/Ambience

Taste

SERVUCTION MODEL of KFC

“ It is use for understanding consumer experiences”

Visible services (structure)

Contact person (Service provider)

Other customer

Organization and system

SERVUCTION MODEL

1. Visible services (structure)

•Self service

•Parcel service with good packaging

•Home delivery on call

•Separate place for functions or any

other events.

•WI-FI connection free for customer.

•Payment mode

oCash

oMaster Card

oDebit Cards

oCredit Card

2. Contact person (Service provider)

•Waiter

•Branch manager

•Counter employees

•Security guard.

3. Other customer

• Observe other customers.

4. Organization and system

•Good counter setup with 10

peoples.

•Very fast delivery within 3 minute.

•5 LCD for menu displaying.

•Good sheeting arrangement.

•Good music system in restaurant

and better light decoration.

•Separate car parking for both two

and four wheeler vehicles.

3

Integrated gap model of quality service

Perceived service quality can be defined as, according to the model, the

difference between consumers’ expectation and perceptions which

eventually depends on the size and the direction of the four gaps

concerning the delivery of service quality on the company’s

7

Integrated gap model of quality

of service

First Gap:Expected service between

perceived.•No welcoming

•No response

•Limited variety

Second Gap:Expected service between

management perception customer

expectation•High price

•Limited delivery area

Gap model

Analysis of

KFC

Gap model

Analysis of

KFC

Third Gap:

Specification of service quality

between actual service deliver.

• No proper information about “self

service”.

Fourth Gap

Service deliver to customers

between the promise of the firm to

customers about its service quality.

Recommendation

Any Question For Us???

THANK YOU !