Welcome to our

presentation …….

Measuring Service Quality of KFC by using SERVAQUAL Model

Presentation topic

Organization profile of KFC

KFC Branches in Bangladesh

Internal & External Environment

Employee & Consumer Competitors Uniqueness of the firm

Data Analysis of Customer Perception

SERVQUAL Model Dimensions

Limitations Weakness

Conclusion Recommendations

Outline

Kentucky Fried Chicken (KFC) is a fast food restaurant chain that specializes in fried chicken and is headquartered in Louisville, Kentucky, in the United States. It is the world's second largest restaurant chain after McDonald's.

In Bangladesh, the first KFC outlet was opened at Gulshan.

Organization Profile of KFC

1. KFC in Dhanmondi Location:- House-84, Road-7/A, Shatmosjid Road, Dhanmondi, Dhaka-1209,

Bangladesh. 2. KFC in Gulshan Location:- Gulshan – 1, Dhaka, Bangladesh. 3. KFC in Mirpur Location:- Mirpur – 11, Dhaka, Bangladesh, Near 11no. Bus Stand 4. KFC in Banani Location:- Kemal Ataturk Avenue, Dhaka, Bangladesh. 5. KFC in Baily Road Location:- Road-03,House-10,New Baily Road, Dhaka, Bangladesh. 6. KFC in Uttara Location:- KFC, Uttara 13 Sonargaon Janapath Road, Sector #13, Dhaka,

Bangladesh. 7. KFC in New Eskaton Location:- Urban Center Point, New Eskaton (Ramna), Dhaka., Bangladesh.

KFC Branches in Bangladesh

Internal environment is the part of the business environment which refers to the company’s internal components like owner, employee etc.

External environment refers to those business environment components which are outside the company. In word where the company run their business. Like the consumer, Govt. etc.

Internal & External Environment

KFC have almost 24000 of employee as the part of internal environment.

ConsumerKFC generally target the upper middle class people

and young people of Bangladesh. Young people are the main consumer of the KFC.

Employee

The main competitors of KFC are –

BFCCFCDFCFFC etc.

Competitors

High quality productAssurance of purityCustomer loyaltyUnique tasteCustomer careEmployee loyaltySecret recipePopular among young generationFaith and trust of peopleRecognized brand etc.

Uniqueness of the firm

The SERVQUAL Model is an empiric model by Zeithaml, Parasuraman and Berry to compare service quality performance with customer service quality needs.

The main aspects of service quality are RATER: Reliability, Assurance, Tangibles, Empathy, and Responsiveness.

Data Analysis of Customer Perception:

Customer's Perception on Reliability

Strongly Disagree

Disagree Moderately Disagree

Neither Disagree nor Agree

Moderately Agree

Agree Strongly Agree

0

10

20

30

40

50

60

70

80

Respondents Number

Customer's Perception on Responsiveness

Strongly Disagree

Disagree Moderately Disagree

Neither Disagree nor Agree

Moderately Agree

Agree Strongly Agree0

10

20

30

40

50

60

70

Respondents Number

Customer's Perception on Assurance

Strongly Disagree

Disagree Moderately Disagree

Neither Disagree nor Agree

Moderately Agree

Agree Strongly Agree0

10

20

30

40

50

60

Respondents Number

Customer's Perception on Empathy

Strongly Disagree

Disagree Moderately Disagree

Neither Disagree nor Agree

Moderately Agree

Agree Strongly Agree0

10

20

30

40

50

60

Respondents Number

Customer's Perception on Tangibles

Strongly Disagree

Disagree Moderately Disagree

Neither Disagree nor Agree

Moderately Agree

Agree Strongly Agree0

10

20

30

40

50

60

Respondents Number

While considering customer’s perception some limitation and weakness of KFC is found.

Different class schedule of group membersLack of space in the discussion roomLack of facilities in the labLack of necessary information in the weblack of  convenient environment in the discussion roomlack of group discussion because of mid- term

examinationReluctance of KFC employees sharing their

information etc.

Limitations

1. KFC has a long time to market with new products

2. High production cost comparing to the competitors companies

3. No access to home service4. Lack of branch5. High price

Weakness

In the findings we have mentioned a number of problems about KFC in bd. here are our recommendation about solving the problems. They should try to –

reduce their price a little bitincrease their number of branchesoffer home service to the customersoffer happy price menu occasionallyoffer different flavor of fried chicken

Recommendations

In the global market increase the demand of hygienic food, KFC is trying to do some contribution in its industry. Although KFC is famous for their quality, it is obvious to have some problem too. They should try to solve their problem as soon as possible and continue to serve their customers with great quality.

Conclusion: