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SERVICE QUALITYFull description
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SERVICE ANALYSIS OF KFC GULSHAN OUTLET
Course Instructor Ishrat Jahan Synthia Lecturer North South University
Group Members Jonaid Yousuf Siam
092 0133 030
Shorfuddin Sama
092 0632 530
Md.Tanvir Ahmed
092 0627 030
Md. Rayhan Hossain 101 0135 030
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
Avg. Perception score
: : : :
21.83 -1.38 -30.20 4.53
SERVQUAL Survey research of customer evaluation about a
company Servqual is the difference between customer
perception and expectation. Servqual asses a service of a company through five
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
Avg. Perception score
: : : :
19.17 -1.43 -27.35 4.39
Dimension: RESPONSIVENESS 10.Employees Informs exactly when services will be provided.
11. Employees provide prompt services. 12. Employees are always willing to help customers. 13. Never too busy to respond to service requests.
Dimension: RESPONSIVENESS Dimension Weight Avg. unweighted gap score Weighted gap score
Avg. Perception score
: : : :
20.50 -1.53 -31.263 4.36
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
Avg. Perception score
: : : :
19.81 -1.13 -22.286 4.81
Dimension: EMPATHY 18. Provides individual attention. 19. Has convenient operating hours. 20. Employees provide personal attention.
21. Has the best interest of the customers at heart. 22. Employees understand the needs of their customers.
Dimension: EMPATHY Dimension Weight Avg. unweighted gap score Weighted gap score
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
techniques, not just in the legally required food handling and safety procedures. Ensure well decorated furniture, employee uniform
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,
which goes beyond basic service. Timing is another aspect of customer care. Serve
drinks and appetizers promptly, minimize the time between courses and don't clear away dishes before the customers have had.