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.

1. “Kentucky Fried Chicken”
Scholar Group
Abhimanyu Sahu
Keshaw Kumar Sahu
Kewal Singh Sahu
Vachan Toppo

2. OBJECTIVES
• To Know about 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- veg snacker ,chicken snacker ,chicken
zinger, chicken Bucket ,chicken zing kong box etc.
• Competitor - McDonald's, McSpicy Chicken Burger.

7. SERVUCTION MODEL of KFC
“ 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 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

13. Integrated gap model of quality of service
COMPANY

14. 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

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 a person 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 also need to increase variety of food.
• They need open a new restaurant near “Alwal
or Suchitra” . Because in this area there is no
Kfc restaurant.