Service management proposal-1

Service management proposal-1 - Evaluation and...

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Evaluation and Recommendations on Kentucky Fried Chicken (KFC) Outlet Service Quality
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Evaluation and Recommendations on Kentucky Fried Chicken (KFC) Outlet Service Quality Prepared for: KFC, Sri Serdang Prepared by: Kimberly Kueh (128532) Chai Yuen Hwa (129344) Liew Kai Wen (130815) Ong Poo Fen (130161) Goh Lee Mei (129391) Lau Phei Ling (129924) Paschaline Long Chien Zye (128556) Lecturer name: Dr. Mass Hareeza Ali
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Date of submission: 26 th March 2009 Chai Yuen Hwa 15D, 4 th Floor, Block 2, Seri Serdang Flats, Taman Sri Serdang 43200 Serdang, Selangor. March 3, 2009 Y. Bhg Prof. Datuk. Dr. Nik Mustapha R. Abdullah, Vice Chancellor, Vice Chancellor’s Office, Administrative Division, Universiti Putra Malaysia, 43400 UPM Serdang. Subject: Authorization for Conducting Service Management Survey Dear Sir , With regards to the above mentioned topic, I, Chai Yuen Hwa (129344) on behalf of my group members Kimberly Kueh (128532), Liew Kai Wen (130815), Ong Poo Fen (130161), Goh Lee Mei (129391), Lau Phei Ling (129924) and Paschaline Long Chien Zye (128556), would like to dutifully inform you that we have been given authority by our lecturer, Dr Mass Hareeza Ali, to conduct a service management survey at the Kentucky Fried Chicken (KFC) outlet in Taman Sri Serdang. The main purpose of conducting this survey is to gain further understanding of the current service provided in the fast food industry. This will enable us to come up with strategies on how to improve the services and increase customer satisfaction. The information and results obtained from this survey will be kept in strict confidentiality and used for research purposes only under the subject Service Management (MGM 4174) lectured by Dr Mass herself. Identities of all respondents will remain anonymous. Thank you for you time and attention. Yours sincerely, …………………………. . (Chai Yuen Hwa)
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Chai Yuen Hwa 15D, 4 th Floor, Block 2, Seri Serdang Flats, Taman Sri Serdang 43200 Serdang, Selangor. March 3, 2009 Kamaruddin A/L Singaranman Outlet Manager Kentucky Fried Chicken (KFC) Ground Floor, No 13/G, Jalan 18/35, Taman Sri Serdang. Subject: Submission of Evaluation and Recommendations on Kentucky Fried Chicken (KFC) Outlet Service Quality Proposal Dear Sir, We are pleased to submit to you our proposal entitled “Evaluation and Recommendations on Kentucky Fried Chicken (KFC) Outlet Service” based on the survey which we conducted at your premises on March 2, 2009. We conducted our analysis from Jan 20, 2009 to March 24, 2009. The survey conducted consists of 20 respondents. The sampling method used was convenience sampling. This proposal contains detailed information about the objectives, background information, methodology, results, discussion and recommendations on services provided at the KFC outlet in Taman Seri Serdang. Service quality was gauged by analyzing tangibility, reliability, responsiveness,
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This note was uploaded on 04/27/2010 for the course GSM 5660 taught by Professor Ahmad during the Fall '10 term at Zhejiang University.

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Service management proposal-1 - Evaluation and...

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