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KFC Service Gap
KFC is a global fast food chain founded in the US in 1930. This document analyzes the KFC location in Vikrampuri, Hyderabad, India. It identifies gaps in service quality using a SERVUCTION and integrated gap model. Key gaps include a lack of welcoming, limited variety and delivery area, and unclear self-service processes. Recommendations include designating greeters, expanding affordable options and delivery zones, and clarifying service types.
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KFC Service Gap
- 1. “Kentucky Fried Chicken” Scholar Group Abhimanyu Sahu Keshaw Kumar Sahu Kewal Singh Sahu Vachan Toppo
- 2. OBJECTIVES • To Knowabout services provided by KFC vikrampuri. • To identify the service gap of KFC vikrampuri. • To analysis the service gap and come with better suggestion.
- 3. INTRODUCTION • Founded -1930 •India- 1990 • Founder(s)-Harland Sander • Headquarter –Delaware ,United State • Country- 105 across world • Number of locations -17,000 (2012) • Key people –David C.Novak, chairman and C.E.O • Revenue –US$9.2 billion (2011) • Employees -4,55,000 • Website –www.kfc.com
- 4. KFC VIKRAMPURI • Employee -27 • KFC Restaurant in Hyderabad – 10 • Manager –Mr. Mallesh • Timing - 11 AM TO 11PM Key Success Factors of kfc : • Location/Number of Outlets • Extensive Menu • Global experience • Service/Ambience • Taste
- 5. Products • Products- vegsnacker ,chicken snacker ,chicken zinger, chicken Bucket ,chicken zing kong box etc. • Competitor - McDonald's, McSpicy Chicken Burger.
- 7. SERVUCTION MODEL ofKFC “ It is use for understanding consumer experiences” Visible services (structure) SERVUCTION Contact person (Service provider) MODEL Other customer Organization and system
- 8. 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
- 9. 2, Contact person(Service provider) •Waiter •Branch manager •Counter employees •Security guard.
- 10. 3, Other customer Observe other customers.
- 11. 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
- 12. Integrated gap modelof 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
- 13. Integrated gap modelof quality of service COMPANY
- 14. First Gap: Expected servicebetween perceived. •No welcoming •No response •Limited variety Second Gap: Expected service between management perception customer expectation •High price •Limited delivery area
- 15. • 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.
- 16. Recommendation • Specially aperson need For “WELCOMING”. • When customer enters into the restaurant a waiter should give him a menu. • KFC should write “SELF SERVICE” some where. • Less price foods for the middle class people. • They need to increase delivery area.
- 17. • They alsoneed to increase variety of food. • They need open a new restaurant near “Alwal or Suchitra” . Because in this area there is no Kfc restaurant.