This presentation measures the service quality of Nando's Chicken Restaurant. It provides background on Nando's origins in South Africa and its expansion to over 1,000 outlets across 30 countries. Customer perceptions of Nando's reliability, responsiveness, assurance, empathy, and tangible dimensions are analyzed through survey statements. The presentation concludes that Nando's has potential as a strong international brand but will face cultural challenges as it expands globally. Recommendations to improve the customer experience are provided.

1. PRESENTATION ON
MEASURING SERVICE QUALITY OF NANDO’S CHICKEN RESTAURANT
PREPARED
BY
Md.SOHAGSIKDER

2. INTRODUCTION:
 Nando's is an international casual dining restaurant
chain originating from South Africa, with a
Mozambican/Portuguese theme. The restaurant
was Founded in 1987 in the Johannesburg suburb
Rosettenville , Nando's operates about 1,000
outlets in 30 countries.
 After trying the chicken – cooked in peri peri, a chilli
sauce originating in Mozambique – they bought the
restaurant for about 80,000 Rand (equivalent of
about £25,000 at the time).

3. INTRODUCTION:
 After two years the restaurant had four outlets – three in
Johannesburg and one in Portugal. By 2013, around
1,000 Nando's branches are located in 35 countries.
 Nando's specializes in flame-grilled peri peri chicken.
The chicken is served in quarters, halves, wholes, and
butterfly breasts (UK, Ireland and South Africa only).
Nando's also serves burgers, pitas, salads, wings and
wraps .
 Australia, Bahrain, Bangladesh, Botswana, Canada, Fiji
, India, Ireland, Malaysia, Mauritius, Namibia, NewZeal
and, Oman, Pakistan, Qatar, Singapore, South
Africa, Swaziland, United Arab Emirates, United
Kingdom, United States, Zambia and Zimbabwe.

4. CUSTOMERS PERCEPTION ANALYSIS OF NANDO’S
CHICKEN RESTAURANT
 Perceptions Statements in the Reliability Dimension
0
2
4
6
8
10
12
14
1 2 3 4 5 6 7
1.When Nando’s Chicken Restaurant
promises to do something by a certain
time, it does so.
When Nando’s Chicken
Restaurant promises to do
something by a certain time, it
does so.

5. 0
2
4
6
8
10
12
14
1 2 3 4 5 6 7
2.The Restaurant provides its service at the time it
promises to do so.
The Restaurant provides its service at
the time it promises to do so.

6. 0
2
4
6
8
10
12
1 2 3 4 5 6 7
3.The Restaurant performs the service right
the first time.
The Restaurant performs the
service right the first time.

7. 0
2
4
6
8
10
12
14
16
18
20
1 2 3 4 5 6 7
4.The Restaurant insists on error –free records.
The Restaurant insists on error –free
records.

8.  Statements in the Responsiveness Dimension
0
2
4
6
8
10
12
1 2 3 4 5 6 7
1.Nando’s Chicken Restaurant keeps customers
informed about when services will be performed.
Nando’s Chicken Restaurant has
operating hours that are convenient to
all its customers.

9. 0
2
4
6
8
10
12
1 2 3 4 5 6 7
2.Employees give you prompt service.
Nando’s Chicken Restaurant has
employees who give you personal
attention.

10. 0
2
4
6
8
10
12
14
16
1 2 3 4 5 6 7
3.Employees in are always willing to help you.
Nando’s Chicken Restaurant has your
best interests at heart.

11. 0
2
4
6
8
10
12
14
1 2 3 4 5 6 7
4.Employees in are never too busy to respond
to your request.
Employees of Nando’s Chicken
Restaurant understand your
specific needs.

12.  Statements in the Assurance Dimension
0
2
4
6
8
10
12
1 2 3 4 5 6 7
1.The behavior of employees Nando’s Chicken
Restaurant instills confidence in you
Nando’s Chicken Restaurant has
operating hours that are convenient to
all its customers.

13. 0
2
4
6
8
10
12
1 2 3 4 5 6 7
2.You feel safe in your transaction with Nando’s
Chicken Restaurant.
Nando’s Chicken Restaurant has
employees who give you personal
attention.

14. 0
2
4
6
8
10
12
14
16
1 2 3 4 5 6 7
3.Employees in Nando’s Chicken Restaurant
are consistently courteous with you.
Nando’s Chicken Restaurant has
your best interests at heart.

15. 0
2
4
6
8
10
12
14
1 2 3 4 5 6 7
4.Employees in Nando’s Chicken Restaurant
have the knowledge to answer your questions.
Employees of Nando’s Chicken
Restaurant understand your specific
needs.

16.  Statements in the Empathy Dimension
0
2
4
6
8
10
12
1 2 3 4 5 6 7
1.Nando’s Chicken Restaurant gives you individual
attention.
Nando’s Chicken Restaurant has
operating hours that are convenient to
all its customers.

17. 0
2
4
6
8
10
12
1 2 3 4 5 6 7
2.Nando’s Chicken Restaurant has employees
who give you personal attention.
Nando’s Chicken Restaurant has
employees who give you personal
attention.

18. 0
2
4
6
8
10
12
14
16
1 2 3 4 5 6 7
3.Nando’s Chicken Restaurant has your best
interests at heart.
Nando’s Chicken Restaurant has
your best interests at heart.

19. 0
2
4
6
8
10
12
14
1 2 3 4 5 6 7
4.Employees of Nando’s Chicken Restaurant
understand your specific needs.
Employees of Nando’s Chicken
Restaurant understand your specific
needs.

20. 0
2
4
6
8
10
12
1 2 3 4 5 6 7
5.Nando’s Chicken Restaurant has operating
hours that are convenient to all its customers.
Nando’s Chicken Restaurant has
operating hours that are convenient
to all its customers.

21.  Statements in the Tangibles Dimension
0
1
2
3
4
5
6
7
8
9
10
1 2 3 4 5 6 7
1.Nando’s Chicken Restaurant has modern-
looking equipment.
Nando’s Chicken Restaurant has
modern-looking equipment.

22. 0
2
4
6
8
10
12
14
16
1 2 3 4 5 6 7
2.Physical facilities are visually appealing.
Materials associated with the
service (such as pamphlets or
statements ) are visually appealing
at Nando’s Chicken Restaurant

23. 0
2
4
6
8
10
12
14
16
1 2 3 4 5 6 7
3.Employees appear neat
Materials associated with the
service (such as pamphlets or
statements ) are visually appealing
at Nando’s Chicken Restaurant

24. 0
2
4
6
8
10
12
14
16
1 2 3 4 5 6 7
4.Materials associated with the service (such as
pamphlets or statements ) are visually appealing
at Nando’s Chicken Restaurant
Materials associated with the service
(such as pamphlets or statements )
are visually appealing at Nando’s
Chicken Restaurant

25. CONCLUSION:
 Nando's operates about 1,000 outlets in 30
countries. . nando's has different possibilities in
terms of evolution.to develop the company
worldwide the management term will have to make
some choices, because it will not be possible to
have the some structure as a small company when
beign international. the problem of the culture may
be the major point to examine for the future.but
nando's seems to have the potential to become a
storng international brand.

26. RECOMMENDATION:
 In the findings we have mentioned a number of
problems about Nando’s Chicken Restaurant . here are
our recommendation about solving the problems. They
should try to-
 Conducting a survey for all customers
 Reduce their price a little bit.
 Adjust the current menu.
 Extend the space of Nando’s store.
 Increase their number of branches.
 Offer happy price menu occasionally.
 Offer different flavor of fried chicken.
 Decrease the waiting time.
 Focusing more on comparing food and service.