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PRESENTATION ON MEASURING SERVICE QUALITY OF NANDO’S CHICKEN RESTAURANT
PREPARED BY
Md.SOHAG SIKDER
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).
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, NewZealand, Oman, Pakistan, Qatar, Singapore, South Africa, Swaziland, United Arab Emirates, United Kingdom, United States, Zambia and Zimbabwe.
CUSTOMERS PERCEPTION ANALYSIS OF NANDO’S CHICKEN RESTAURANT
Perceptions Statements in the Reliability Dimension
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1.When Nando’s Chicken Restau-rant 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.
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2.The Restaurant provides its service at the time it promises to do so.
The Restaurant provides its ser-vice at the time it promises to do so.
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3.The Restaurant performs the service right the first time.
The Restaurant performs the service right the first time.
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4.The Restaurant insists on error –free records.
The Restaurant insists on error –free records.
Statements in the Responsiveness Dimension
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1.Nando’s Chicken Restaurant keeps cus-tomers informed about when services will
be performed.
Nando’s Chicken Restaurant has operating hours that are conve-nient to all its customers.
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2.Employees give you prompt service.
Nando’s Chicken Restaurant has employees who give you personal attention.
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3.Employees in are always willing to help you.
Nando’s Chicken Restaurant has your best interests at heart.
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4.Employees in are never too busy to respond to your request.
Employees of Nando’s Chicken Restaurant understand your specific needs.
Statements in the Assurance Dimension
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1.The behavior of employees Nando’s Chicken Restaurant instills confidence in
you
Nando’s Chicken Restaurant has operating hours that are conve-nient to all its customers.
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2.You feel safe in your transaction with Nando’s Chicken Restaurant.
Nando’s Chicken Restaurant has employees who give you personal attention.
1 2 30
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3.Employees in Nando’s Chicken Restaurant are consistently courteous
with you.
Nando’s Chicken Restaurant has your best interests at heart.
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4.Employees in Nando’s Chicken Restaurant have the knowledge to an-
swer your questions.
Employees of Nando’s Chicken Restaurant understand your specific needs.
Statements in the Empathy Dimension
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1.Nando’s Chicken Restaurant gives you individual attention.
Nando’s Chicken Restaurant has operating hours that are conve-nient to all its customers.
1 2 3 4 50
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2.Nando’s Chicken Restaurant has employees who give you personal at-
tention.
Nando’s Chicken Restaurant has employees who give you personal attention.
1 2 30
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3.Nando’s Chicken Restaurant has your best interests at heart.
Nando’s Chicken Restaurant has your best interests at heart.
1 2 3 40
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4.Employees of Nando’s Chicken Restaurant understand your specific
needs.
Employees of Nando’s Chicken Restaurant understand your specific needs.
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5.Nando’s Chicken Restaurant has op-erating hours that are convenient to all
its customers.
Nando’s Chicken Restaurant has operating hours that are convenient to all its customers.
Statements in the Tangibles Dimension
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1.Nando’s Chicken Restaurant has modern-looking equipment.
Nando’s Chicken Restaurant has modern-looking equipment.
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2.Physical facilities are visually appeal-ing.
Materials associated with the service (such as pamphlets or statements ) are visually ap-pealing at Nando’s Chicken Restaurant
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3.Employees appear neat
Materials associated with the service (such as pamphlets or statements ) are visually ap-pealing at Nando’s Chicken Restaurant
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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 appeal-ing at Nando’s Chicken Restau-rant
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.
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.
THANK YOU ALL
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