KFC is a global fast food restaurant chain founded in 1930 in the United States. It now has over 17,000 locations across 105 countries. The document analyzes KFC's operations in Bangladesh using the integrated gap model of quality service. It identifies four gaps - between customer expectations and perceptions, management perceptions and customer expectations, service quality specifications and actual delivery, and service delivery and the firm's promised quality. It provides examples of each gap from KFC's Bangladesh operations and recommendations to address them.

1. & analysis
of its GAP
Model!
Its all about

2. 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

3. • Founder Harland Sanders
• Born in 1890

4. • 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

5. KFC Branches in
Bangladesh
KFC in
Dhanmondi
KFC in New
Eskaton
KFC in
Uttara
KFC in Baily
Road
KFC in
Banani
KFC in
Mirpur
KFC in
Gulshan

7. 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

8. Key Success Factors of kfc :
Location/Number of Outlets
Extensive Menu
Global experience
Service/Ambience
Taste

9. 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

10. 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

11. 2. Contact person (Service provider)
•Waiter
•Branch manager
•Counter employees
•Security guard.

12. 3. Other customer
• Observe other customers.

13. 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

14. 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

15. 7
Integrated gap model of quality
of service

16. 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

17. 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.

18. Recommendation

19. Any Question For Us???

20. THANK
YOU !