Customer satisfaction is a broad concept and involves such factors as the quality of product, the quality of the service provided, the atmosphere of the location where the product or service is purchased, and the price of the product or service. Analysis of customer satisfaction at mcdonalds kfc marketing essay. With your download, get the 18 best papers relevant to this one, including 17 top related papers. The restaurant is comfortable customers strongly disagree choice disagree.
Businesses often use customer satisfaction surveys to measure customer satisfaction. Analysis of customer loyalty through total quality service. Today, the company owns around 19500 units and operates in more than 115 countries. A project report on customer satisfaction survey of maruti udyog ltd. Kentucky fried chicken has more than 600 franchised outlets in the united states, canada and the first overseas outlet, in england. There is a general agreement by researchers that the concepts of customer satisfaction and service quality are extremely interrelated. In todays competitive world, consumers are always a king and also service. There is an influence of uniqueness of brand association on customer satisfaction. Discuss customer relationship management of kfc within the marketing management forums, part of the publish upload project or download reference project category. Kentucky fried chicken survey kfc customer satisfaction. In 2014, there are more than 18, 000 kfc outlets in 118 countries and territories.
There is a significant association between the above selected variables and satisfaction level of customers of mc donald. To access the user satisfaction towards service, hygienic, advertisement, delivery of the products. These four restaurants were kfc, chief, arbain chick, and. Please practice handwashing and social distancing, and check out our. Mykfcexperience welcome to kfc customer satisfaction. Service quality and customer satisfaction the relationship between customer satisfaction and service quality is a controversial issue in the literature. From the research of my project by filling the questionnaire i got so many findings regarding the customer satisfaction towards the kfc services provided. Customer satisfaction with the results of any project depends upon an upfront understanding of the customer s needs and agreement with the customer on how the project will address those. A study on customer satisfaction towards sakthi masala products in salem district dr. Customer satisfaction of kfc free download as word doc.
The most obvious reason why the company is conducting this survey is to learn from its customers. Mykfcexperience welcome to kfc customer satisfaction survey. It is carried out by the company to check the honest customer feedback. Project report on customer satisfaction tvs motor cycle. Customer satisfaction is a phenomenon which firms try to achieve through diverse tactics. Kfc customer satisfaction survey stay safe and healthy.
New research on customer satisfaction from harvard business school faculty on issues such as the distinction between understanding and listening to customers, how to determine how much of a ceos time should be spent interacting with customers, and how satisfied employees and customers can drive lifelong profit. Customer satisfaction has become an important issues for fast food restaurants. Employee satisfaction, customer satisfaction, and financial performance. Objective of study o to study how direct marketing is done by pizza hut, to substantiate its effort to strengthen its direct marketing. Mba marketing project report customer satisfaction towards. The title is given for this survey is kentucky fried chicken survey. Today, companies face their toughest competition, because they move from a product and sales philosophy to a marketing philosophy, which gives a company a better chance of. Whereas for accuracy in service, price, taste, location, customer service and opening hours don. The setting of mba final year project on customer satisfaction objective is the corer stone of a systematic study. Satisfaction towards fast food restaurant services.
The kfc customer satisfaction survey is an ongoing strategy of continuous improvement and measurement based on the feedback received from customers. The study will be fruitful one when the basis laid down is a. The international market in forced in india with various sectors and industries that involve products of the consumers. Apr 21, 2015 customer satisfaction of pizza hut priya vijayran 04961201712 bba vith semester major project 2. The concept of customer satisfaction is a function of customer. The conventional approach emphasizes customer satisfaction, the cost reduction, market share, and market research. Dec 05, 2017 kfc customer satisfaction survey is being the key to growth and sustainability in the current competitive world to the company. The universe of the population includes the respondents who are the customers of kfc. Kfc corporation kfc, founded and also known as kentucky fried chicken.
The main objective of the study is to compare customer satisfaction level towards kfc and mcdonalds, chennai. Determinants of customer satisfaction in fast food industry a study. Vanishree, m and shanthi, l, a study on customer awareness and. Welcome to kfc customer satisfaction survey, kfc takes the survey on mykfcexperience. The project entitled a study on customer satisfaction towards yamaha fz. Enter the 10digit phone number, date, and time of visit printed on your receipt. Improving customer service essay example 557 words bartleby. This project is done to know the level of customer s satisfaction. Pgdim 5 pgfm 5 pgdfmp 5 pgdom 5 pgdhrm 5 dim 5 pgdmm 5 pgdfm 5 2019 assignment for nmims 495 nmims customize assignment 495 pdf 476 cheap 474 free 474 lifestyle product 471 study material 459 financial.
D 1 associate professer in mba, cms college of engineering, namakkal, india abstract sakthi masala the queen of spices as the household name among the millions today, it was doing turmeric trading for some time. Pdf a study on customer satisfaction towards fastrack. Kfc philippines improves customer satisfaction and. Mceachern, 2005 have studied on fast foods and ethical consumer value.
Analysis of customer satisfaction at mcdonalds kfc marketing. Customer relationship management of kfc management paradise. Customer satisfaction of pizza hut linkedin slideshare. In simple term, a sale is what transpires between a producer and a customer in exchange for money. Kfc philippines improves customer satisfaction and service using flat table bases posted on 07 december, 2016 by andy odonnell fhem gabbal, the proud store manager of kfc matalino in the philippines, has over 10 years of experience working for the chain and knows all too well the importance of satisfying customers with tasty, promptly served. As a matter of fact, it is due to the collaborative effort of all its stakeholders who make kfc. There are four kinds of possible relationships between customer satisfaction and customer loyalty. Customers will have drastically different expectations, of an expensive. They also showed the impact of both on a hospitality company. Final project report on kentucky fried chicken kfc dear sir, as we were given a task to prepare a project report over a topic, on any. Kfc s sustainable competitive advantage kfc capitalizes on the dedication and diversity of its stakeholders as demonstrated by their strategic skill set and commitment to customer satisfaction. Another seminal work is the study conducted by dube et al. Measuring customer satisfaction with service quality using. Customer satisfaction is the individuals perception of the performance of the product or service in relation to his or her expectations.
Customer satisfaction in the restaurant industry semantic scholar. Answer all the questions related to your last visit to the kfc restaurant where you received your survey invitation. Maharaja surajmal institute affiliated to guru gobind singh indraprastha university recognized by ugc us2 f c4 janak puri, new delhi58. Pdf the international market is flooded with various sectors and industries that.
The purpose of this study is to ascertain passengers rating of service delivery of transport businesses and the level of satisfaction. Research methodology the universe of the population includes the respondents who are the customers of kfc. A study on customers attitude and perception towards digital food app services dr. In addition, ha and jang 2010 have evidenced a positive relationship between food quality and customer satisfaction as well as loyalty in korean restaurants. Customer satisfaction towards the services of kfc marketing essay. Furthermore, customer satisfaction positively affects customer loyalty in sondoh et al. Even if there are instances when the customers are obviously in the wrong, the staff and the business owners of an establishment will still heed to the customers wants because that is one of the. Kentucky fried chicken restaurant is american food restaurant specially famous for its delicious chiken items. Person is quite often as compare to the veg person. Explore marketing projects for mba pdf, marketing projects, advertising project topics or ideas, sales based research projects, latest synopsis examples, samples, structure abstract, base papers, source code, thesis ideas, phd dissertation for mba students, reports in pdf. In the final phase of the project, research findings will be used to build a model of customer satisfaction management for each customer segment. In this paper, i will discuss how kfc restaurant has used market segmentation to penetrate various. Mainly, survey is taken in order to understand the.
Ultimately, qic will be able to give its members an objective measurement of the industrys quality as perceived by the customer. Kfc philippines improves customer satisfaction and service. Quality management at kentucky fried chicken kfc category. This statistic shows the american customer satisfaction index scores of kentucky fried chicken restaurants in the united states from 2000 to 2019.
A study on customer satisfaction for fastrack watches project report submitted by belli p k s2 mba under the supervision of asst prof. The purpose of this research is to study the customers satisfaction towards the food quality, service quality, perceived value and customer satisfaction towards kentucky fried chicken kfc in bandar hilir, melaka. Explore marketing projects for mba pdf, marketing projects, advertising project topics or ideas, sales based research projects, latest synopsis examples, samples, structure abstract, base papers, source code, thesis ideas, phd dissertation for mba students, reports in pdf, doc and ppt for final year mba, diploma, bsc, msc, btech and mtech students for the year 2015 and 2016. The overall analysis of the study indicated that at pres ent most of the customers are overall satisfied towards. Kfc download and upload project reports related to kfc. One such technique for achieving customer satisfaction and retaining consumers for longer durations is through the development of customer.
They also provide wit the key chains, watches, bags, teeshirts etc. Factors affecting customers satisfaction in restaurants. Analysis of results the data was analyzed using paired sample statistics at 5 % level of significance. The average ranks of these 12 criterion showed that mcdonalds have better level of satisfaction. While mcdonalds and kfcs overall customer satisfaction ratings tend to be towards the lower end of the spectrum compared to many other chains, this is not the case among their most frequent customers.
A case study of kentucky fried chicken kfc dbs esource. Customer satisfaction is the degree of satisfaction provided by the goods or services of a company as measured by the number of repeat customers. It is essential for businesses to effectively manage customer satisfaction. If you are one of the diehard fans of kfc, you may be eager to know that you can win a free kfc go cup. Customer satisfaction of kfc fast food restaurants customer. In the opinion of the researcher, crm means responding to the needs of customers timely, make the satisfaction of the customer your priority, and interact with them in a polite manner. This study is set out to examine the nature of service delivery and customer satisfaction in transport businesses. Project report on a study on the customer satisfaction toward the purchase of samsung smart phones submitted by abstract customer satisfaction should be the main aim of a business. To survey online restaurant provides a stable internet connection and survey code to the. The feedback received will give it insight into what customers think about the companys customer.
Customer satisfaction can be defined in terms of meeting the expectations of the customers in terms of parameters associated with satisfaction. The purpose of this research is to study the customer s satisfaction towards the food quality, service quality, perceived value and customer satisfaction towards kentucky fried chicken kfc. An impressive 83% of heavy mcdonalds customers and 85% of heavy kfc customers said they were satisfied with the stores, roy morgan found. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass. A project report on cadbury submitted in the partial fulfillment of the requirement for the award of the degree of bachelors of business administration submitted by. While a contemporary approach focuses on customer loyalty, customer retention, zero defections, and lifelong customers. Kfc strategies marketing project report market segmentation. Sakina ghadiyali2 abstract services are intangible products where in there cannot be any transfer of possession or ownership, and they. Final project report submitted in the fulfillment of requirements for the postgraduate diploma in management. Most of the customers are highly satisfied with the ambience of the kfc. A project report on customer satisfaction survey of maruti. In the research project on customer satisfaction assignment the wizz air is rendering low cost services to the customer and with this fact there is a problem raised with related to customer satisfaction.
Customer relationship is the most advantageous strategy where the most of the companies invest a lot of time and effort in making sure that customer relationship management is high on their list of priorities. The customer satisfaction is customer s evaluation of goods and services in term of. May 21, 2010 kfcs ads act as counteracts which means to drive the customer to kfc i. The colonels hard work on the road begins to pay off and there are 190 kfc franchisees and 400 franchise units in the u. The company was founded in the year 1930 by harland sanders with the first unit in salt lake city. A study on customer satisfaction for fastrack watches project report submitted by belli p k s2 mba under the supervision of asst prof dhanya department of business administration college of engineering trivandrum declaration we hereby declare that the project. There is an influence of customer satisfaction on customer loyalty. For example, a focus on customer satisfaction can work alongside existing segmentations to support. Kfc customer satisfaction survey guide be the lucky.
Customer satisfaction and loyalty research is so powerful primarily because it enables companies to communicate directly with customers about their needs assuring that the quality standards you establish reflect the voice of the customer. This project report is the record of authentic work carried out by him. Minor project report on kfc slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. This code acts like a cord that attaches the customer and kfc firmly. Kfc corporation kfc, founded and also known as kentucky fried chicken, is a chain. It helps a restaurant to know the different aspect like customer needs, satisfaction, feedback, areas of improvement etc.
To compare the satisfaction level of kfc and mcdonalds customers. Kfc philippines improves customer satisfaction and service using flat table bases posted on 07 december, 2016 by andy odonnell fhem gabbal, the proud store manager of kfc. Analysis of customer satisfaction at mcdonalds kfc. Survey is conducted by kfc named it as customer satisfaction survey. Jan 04, 2018 kfc is a fast food restaurant that specializes in chicken. Customer satisfaction can be defined in many different ways. May 18, 2018 kfc customer satisfaction survey, kfc customer satisfaction survey, kfc customer satisfaction survey. The impact of brand image, customer loyalty with customer. The kfc or the kentucky fried chicken is the biggest chicken serving restaurant. Basically customer s satisfaction is term which means that how customers predict about your product after the use of a specific product and how they evaluate your product in single manner and compare with the competitors products. And they should take good care of it because if not, it will deteriorate their customer.