Service Gaps and service quality dimension modal of pizza hut Bangladesh

1. Presented by Group - Magpie

2. Group Member
Abu Tanvir Md. Shafkat
ID- M-150204527
Md. Shayem Islam
ID- M- 150204523
Iqbal
ID- M- 150204522

3. 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.

4. 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.

7. SERVICE QUALITY GAPS OF PIZZA HUT
Gap1:
Expected service between perceived.
 Not providing service on promised time at
Peak Hour

8. 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.

9. 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.

10. AD Talked

11. 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.

12. SERVICE QUALITY DIMENSION

13. RELIABILITY
ASSURANCE
TANGIBLES
EMPATHY
RESPONSIVENESS

14. Service Quality Dimensions Rating Of Pizza Hut

15. Service Quality Dimensions Rating Scale
Scale
5 4 3 2 1
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied

16. 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

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

18. 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

19. 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

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

21. Service Rating 3.88

22. Recommendation

23.  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.

24. Thanks for Patience!