Kentucky Fried Chicken

Scholar Group
Abhimanyu Sahu Keshaw Kumar Sahu Kewal Singh Sahu Vachan Toppo

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.

INTRODUCTION
Founded -1930 India1990 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

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

Products
Products- veg snacker ,chicken snacker ,chicken zinger, chicken Bucket ,chicken zing kong box etc. Competitor - McDonald's, McSpicy Chicken Burger.

SERVUCTION MODEL of KFC

It is use for understanding consumer experiences

Visible services (structure) SERVUCTION MODEL Contact person (Service provider) Other customer Organization and system

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

2, Contact person (Service provider)

Waiter Branch manager Counter employees Security guard.

3, Other customer
Observe other customers.

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

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 companys

Integrated gap model of quality of service

COMPANY

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

 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.

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.

 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.