Presented by Group - Magpie

A presentation onService gaps & Service Quality Dimension of Pizza Hut

Group Member

Abu Tanvir Md. Shafkat ID- M-150204527

Md. Shayem Islam ID- M- 150204523

Iqbal ID- M- 150204522

Objective

To Know about services provided By Pizza Hut.

To identify the Service gaps & Service Quality Dimension of Pizza hut.

To analysis the service gap and come with better suggestion.

Glimpse of Pizza Hut Bangladesh

Pizza Hut initiated its operations in Bangladesh with its first restaurant way back in 1993.

The journey that started then continues to this day, as the chain consists of over 40 outlets spread all across Bangladesh.

the largest restaurant chain in Bangladesh.

Gap model of Service Quality

SERVICE QUALITY GAPS OF PIZZA HUT `

Gap1: Expected service between perceived.

Not providing service on promised time at Peak Hour

Gap2: Management perceptions versus service spécifications.

Management Think that, they are able to provide service within 20 min . But in peak hours, they are failure to provide service within 20 min as per their perceptions.

Gap 3: Management perceptions versus service spécifications.

In pizza Hut, They are mention that serve to customer ordered menu with in 20 min. but when they have peak hours, they breaks their commitment which promise to customer.

AD Talked

Gap 4 : Service delivery versus external communication

in their advertisement they talk of Quick Meal in just Tk. 349.when we order this menu and they provide a bill; the bill was Tk. 437 including 15% VAT and 10 % Service Charge. But that thing they not mention in their ad talk. Therefore, what Pizza Hut is promised to their customers are not providing to them which leads to the formation of this Gap.

SERVICE QUALITY DIMENSION

RELIABILITYASSURANCETANGIBLESEMPATHYRESPONSIVENESS

Service Quality Dimensions Rating Of Pizza Hut

Service Quality Dimensions Rating Scale

Scale

5 4 3 2 1

Strongly Satisfied

Satisfied Neutral Dissatisfied Strongly Dissatisfied

RELIABILITY

`Perform the services right and accurately

5 4 3 2 1

Provide services on time 5 4 3 2 1

Correct the mistakes and errors 5 4 3 2 1

Hospitality 5 4 3 2 1

RESPONSIVENESS

` Employee’s behavior, when busy 5 4 3 2 1Approach to higher Management 5 4 3 2 1Employee’s guidance to customers 5 4 3 2 1Response to customer 5 4 3 2 1Waiting time for Dine In. 5 4 3 2 1Privacy 5 4 3 2 1Time for take away 5 4 3 2 1

ASSURANCE

`Employee Behavior 5 4 3 2 1

Knowledgeable Employees 5 4 3 2 1

Courteous 5 4 3 2 1

Attitude 5 4 3 2 1

EMPATHY

`Sincerity 5 4 3 2 1

Solve the problems 5 4 3 2 1

Kind behavior of employees 5 4 3 2 1

Unique Service specially for you 5 4 3 2 1

TANGIBLES

`Employee’s Appearance 5 4 3 2 1Environment is comfortable 5 4 3 2 1Environment is attractive 5 4 3 2 1Ingredients of Food 5 4 3 2 1Freshness 5 4 3 2 1Hygienic 5 4 3 2 1Packages 5 4 3 2 1

Service Rating 3.88

Recommendation

Taking Contingency plan in Peak Hour to Improve Service Delivery.

To mention VAT and Service Charge in Advertisement Talked.

Introducing service Rating to consumer that may be help to management guiding and maintaining service Improvement.

Thanks for Patience!