2. SL.NO Name ID Batch & Section
01 Lukman Kabir M21521111086 37th(BD)
02 Md. Ahasan Habib M21521111095 37th(BD)
03 Mohasin Sarker M21521111071 37th(BD)
04 Gulam Kibria M21521111072 37th(BD)
05 Md. Sharif M21521111165 37th(BD)
06 Md. Saiful Islam M21331111073 32th(B)
3. The Effects of Service Quality
on Customer Satisfaction on
KFC Restaurant .KFC Restaurant .
4. ∗ Kentucky Fried Chicken(KFC).
∗ Now a day, the food choice of the people of
Introduction
∗ Now a day, the food choice of the people of
Bangladesh is changing. Today people like fast food a
lot. Whenever we talk about fast food, the first choice
that comes to our mind is KFC. KFC is known for its
uniqueness in Kentucky Fried Chicken. They rely on
this food brand. So parents allow their children to
enjoy KFC food without any doubt.
5. To determine the significant relationship of service
quality on customer satisfaction.
OBJECTIVES:
quality on customer satisfaction.
The objective of the study is to find out the essential
factors or determinants of customers‟ satisfaction in
the restaurant.
The significant relationship between service quality
and consumer satisfaction..
6. The scope of the study is limited within the restaurant
industry of Bangladesh.
SCOPE
industry of Bangladesh.
It is also limited within the organization of KFC,
especially in the Customer Service Division of the
company. Here I discussed with the topics related to
the after sales customer satisfaction of KFC
restaurant.
7. The restaurant business can be isolated into diverse
sections as indicated by one of kind qualities that
Literature Review
sections as indicated by one of kind qualities that
characterize every segment. Every portion has
particular qualities, despite the fact that a significant
number of the normal highlights can be perceived
across more portions.
Service quality
Customer satisfaction
8. ∗ H0:is no significant relationship between service quality and customer
satisfaction.
∗ H1:There is significant relationship between service quality and
customer satisfaction.
Hypothesis
customer satisfaction.
∗ H0: The food quality is no positively related with customer
satisfaction .
∗ H2: The food quality is positively related with customer satisfaction .
∗ H3: The more reliable the service provided by the restaurant, the
greater the level of customer satisfaction.
∗ H4: The more responsive the service provided by the restaurant, the
greater the level of customer satisfaction.
9. Population and sampling technique.
We have selected a specific restaurant which one is
Research Methodology
We have selected a specific restaurant which one is
KFC restaurant from population which includes
students, restaurant owner’s teachers and other.
Stratified random sampling technique is used. Our
sample size is 101.
10. Data collection methods
The questionnaire composed of three sections,
Research Methodology
The questionnaire composed of three sections,
section one collects the demographic information,
section two collects the responses on independent
variables and section three collects the responses on
dependent variable. The questionnaire is measured
on Five-point Likert scale.
11. Procedures
Data is collected from different restaurants at
Research Methodology
Data is collected from different restaurants at
different educational as well as demographic levels
like students, teachers, employees and others.
Following tests are applied to this data:
Descriptive (demographic) statistics
Correlation matrix
Regression analysis.
12. ∗ Gender - Male and Female
∗ Frequency- 53 and 48
Demographic Information of
Respondents
∗ Frequency- 53 and 48
∗ Percent- 52.5 and 47.5
∗ Total- 101
16. ∗ Marital Status- single , Married, Divorced
∗ Frequency- 73, 27, 1
Demographic Information of
Respondents
∗ Frequency- 73, 27, 1
∗ Total- 101
∗ Percent- 72.3, 26.7, 1
17. According to the question-1, it is clearly mention that
total respondents are 101 from 5 respondents are
Questionnaire Frequency
total respondents are 101 from 5 respondents are
disagree,17 respondents are neutral, 42 respondents
are agree and 37 respondents are strongly agree and
their percentages is 5, 16.8, 41.6, 36.6 respectively.
18. According to the question-2, it is clearly mention that
total respondents are 101 from 2 respondents are
Questionnaire Frequency
total respondents are 101 from 2 respondents are
disagree, 36 respondents are neutral, 43 respondents
are agree and 30 respondents are strongly agree and
their percentages is 2, 25.7, 42.6, 29.7 respectively.
19. According to the question-3, it is clearly mention that
total respondents are 101 from 3 respondents are
Questionnaire Frequency
total respondents are 101 from 3 respondents are
Strongly disagree, 2 respondents are Disagree, 31
respondents are Neutral ,46 respondents are Agree
and 19 respondents are strongly agree and their
percentages is 3, 2, 30.7, 45.5 ,18.8 respectively.
20. ∗ According to the question-4, it is clearly mention that
total respondents are 101 from 1 respondents are
Questionnaire Frequency
total respondents are 101 from 1 respondents are
Strongly disagree, 3 respondents are Disagree, 27
respondents are Neutral ,53 respondents are Agree
and 17 respondents are strongly agree and their
percentages is 1,3,26 .7, 52.5 ,16.8 respectively.
21. ∗ According to the question-5, it is clearly mention that
total respondents are 101 from 2 respondents are
Questionnaire Frequency
total respondents are 101 from 2 respondents are
Strongly disagree, 7 respondents are Disagree, 30
respondents are Neutral ,49 respondents are Agree
and 13 respondents are strongly agree and their
percentages is 2,6.9,29 .7, 48.5 ,12.9 respectively.
22. ∗ According to the question-6, it is clearly mention that
total respondents are 101 from 6 respondents are
Questionnaire Frequency
total respondents are 101 from 6 respondents are
Strongly disagree, 5 respondents are Disagree, 27
respondents are Neutral ,52 respondents are Agree
and 13 respondents are strongly agree and their
percentages is 5.9,5,26 .7, 51.5 ,10.9 respectively.
23. ∗ According to the question-7, it is clearly mention that
total respondents are 101 from 1 respondents are
Questionnaire Frequency
total respondents are 101 from 1 respondents are
Strongly disagree, 10 respondents are Disagree, 34
respondents are Neutral ,35 respondents are Agree
and 21 respondents are strongly agree and their
percentages is 1,9.9,33 .7, 34.7 ,20.8 respectively.
24. ∗ According to the question-8, it is clearly mention that
total respondents are 101 from 9 respondents are
Questionnaire Frequency
total respondents are 101 from 9 respondents are
Strongly disagree, 6 respondents are Disagree, 30
respondents are Neutral ,38 respondents are Agree
and 18 respondents are strongly agree and their
percentages is 8.9,5.9,29 .7, 37.6 ,17.8 respectively.
25. According to the question-9, it is clearly mention that
total respondents are 101 from 2 respondents are
Questionnaire Frequency
total respondents are 101 from 2 respondents are
Strongly disagree, 5 respondents are Disagree, 34
respondents are Neutral ,34 respondents are Agree
and 26 respondents are strongly agree and their
percentages is 2,5,33 .7, 33.7 ,25.7 respectively.
26. ∗ According to the question-10, it is clearly mention
that total respondents are 101 from 20 respondents
Questionnaire Frequency
that total respondents are 101 from 20 respondents
are Neutral ,56 respondents are Agree and 24
respondents are strongly agree and their percentages
is 19 .8, 55.4 ,23.8 respectively.
27. ∗ According to the question-11, it is clearly mention that
total respondents are 101 from 1 respondents are
Questionnaire Frequency
total respondents are 101 from 1 respondents are
Strongly disagree, 7 respondents are Disagree, 15
respondents are Neutral ,59 respondents are Agree
and 19 respondents are strongly agree and their
percentages is 1,6.9,14.9 , 58.4 ,18.8 respectively.
28. ∗ According to the question-12, it is clearly mention
that total respondents are 101 from 2 respondents
Questionnaire Frequency
that total respondents are 101 from 2 respondents
are Strongly disagree, 4 respondents are Disagree, 23
respondents are Neutral ,51 respondents are Agree
and 21 respondents are strongly agree and their
percentages is 2,4,22.8, 50.5 ,20.8 respectively.
29. ∗ According to the question-13, it is clearly mention
that total respondents are 101 from 2 respondents
Questionnaire Frequency
that total respondents are 101 from 2 respondents
are Strongly disagree, 4 respondents are Disagree, 15
respondents are Neutral ,48 respondents are Agree
and 32 respondents are strongly agree and their
percentages is 2,4,14.9, 47.5 ,31.7 respectively.
30. ∗ According to the question-14, it is clearly mention
that total respondents are 101 from 2 respondents
Questionnaire Frequency
that total respondents are 101 from 2 respondents
are Strongly disagree, 2 respondents are Disagree, 23
respondents are Neutral ,49 respondents are Agree
and 25 respondents are strongly agree and their
percentages is 2,2,22.8, 48.5 ,24.8 respectively.
31. ∗ According to the question-15, it is clearly mention
that total respondents are 101 from 1 respondents are
Questionnaire Frequency
that total respondents are 101 from 1 respondents are
Strongly disagree, 5 respondents are Disagree, 32
respondents are Neutral ,43 respondents are Agree
and 20 respondents are strongly agree and their
percentages is 1,5,31.7, 42.6 ,19.8 respectively.
32. ∗ According to the question-16, it is clearly mention
that total respondents are 101 from 4 respondents
Questionnaire Frequency
that total respondents are 101 from 4 respondents
are Disagree, 31 respondents are Neutral ,46
respondents are Agree and 17 respondents are
strongly agree and their percentages is 4,30.7 ,45.5
,16.8 respectively
33. All the finding of this research indicates that top managers of the
restaurant industry will have to focus on internal quality issues if they
want to improve external service quality issues e.g. the managers
should increase the level of internal cooperation and teamwork
among different departments that are associates in workflow and
Future Implication
among different departments that are associates in workflow and
help remove misunderstandings and engage all the departments in
problem solving .Since external respondents reported that they
received standardized services, it may be a good idea for
management of restaurant to be more flexible so that they may
respond to individualized customer needs. The results of this study
bring the attention of experts to the notion that while the food
quality may satisfy customers, but the poor quality of services may
still have a negative impact on total satisfaction
34. The results show that there is the relationship
between service quality and customer satisfaction.
Conclusion
between service quality and customer satisfaction.
Then the responsiveness and reliability are also
affects the service quality on customer satisfaction.
And in last the empathy also affects the customer
satisfaction. So it is concluded that in order to make
the restaurant successful the management needs to
evaluate these factors in such a way that improves
service quality and gain customer satisfaction.
