Document Text Contents
Page 1
SERVICESCAPE STUDY
KFC & Dunkin’ Donuts
Submitted to:
Prof. Ranbir Sodhi
Submitted by:
Group-6
Page 2
ACNOWLEDGEMENT
We would like express our gratitude to Prof. Ranbir Sodhi for his guidance in this project. We
would also like to thank the staff at KFC and Dunkin Donuts to help us in our study with their
valuable inputs and time.
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(b) Dunkin’ Donuts
Parameter Finding
Color & Decor Theme decor. Light blue color walls. Black colors heads/brains in 2-D
over the wall. Each brain having some ideas, some blank. Creative &
unique interior. (Exhibit-3 & 4)
Lighting Adequate lights.
Cleanliness Only the table cleaned after the customers left, seating area of booth
was not clean. Flies at the noon time.
Music
Seating Seating area divided into three areas. Can accommodate a large group
of 8-10 people on the same table. (Exhibit-5)
Smell Pure smell of Food
Temperature Normal
Menu & Signage Clear & detailed (Exhibit-6)
Employee Response Excellent
Consultation Excellent
Food Quality Good
Packaging Extraordinary
Waiting Time 4 minutes in non-peak hours. 6 minutes in the evening hours.
Payment Flexibility Accept all cards, meal coupons (Sodexho) not accepted.
Billing Easy to understand all the taxes.
Parking No Parking
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IV. ANALYSIS
(a) KFC
It has the advantage of being located at Caculo Mall. Hence, provide customers the
facility of parking & enjoy their meal carefree.
Understaffing which affects the service time & increases the waiting time for customers.
Cleanliness needs to be paid attention towards. Old seats, dirty table & flies create the
No special care taken to maintain the aroma in the restaurant. Customers can smell
chicken which should be paid attention to, as vegetarians may not be comfortable about
the same.
The music & interior décor targets the youth.
(b) Dunkin’ Donuts
Fast service & excellent employee response & consultation to customers.
recognize/ hear clearly.
The interior does not target any particular age group as the customers can interpret
theme in various ways & relate to it. Moreover, the unique interior gives a unique
experience too.
The provider does not have any parking space thus at peak time it becomes difficult to
find parking around the store.
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Exhibit-5
Dunkin: Seating
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Exhibit-6
Dunkin: Menu Display
SERVICESCAPE STUDY
KFC & Dunkin’ Donuts
Submitted to:
Prof. Ranbir Sodhi
Submitted by:
Group-6
Page 2
ACNOWLEDGEMENT
We would like express our gratitude to Prof. Ranbir Sodhi for his guidance in this project. We
would also like to thank the staff at KFC and Dunkin Donuts to help us in our study with their
valuable inputs and time.
Page 8
4
(b) Dunkin’ Donuts
Parameter Finding
Color & Decor Theme decor. Light blue color walls. Black colors heads/brains in 2-D
over the wall. Each brain having some ideas, some blank. Creative &
unique interior. (Exhibit-3 & 4)
Lighting Adequate lights.
Cleanliness Only the table cleaned after the customers left, seating area of booth
was not clean. Flies at the noon time.
Music
Seating Seating area divided into three areas. Can accommodate a large group
of 8-10 people on the same table. (Exhibit-5)
Smell Pure smell of Food
Temperature Normal
Menu & Signage Clear & detailed (Exhibit-6)
Employee Response Excellent
Consultation Excellent
Food Quality Good
Packaging Extraordinary
Waiting Time 4 minutes in non-peak hours. 6 minutes in the evening hours.
Payment Flexibility Accept all cards, meal coupons (Sodexho) not accepted.
Billing Easy to understand all the taxes.
Parking No Parking
Page 9
5
IV. ANALYSIS
(a) KFC
It has the advantage of being located at Caculo Mall. Hence, provide customers the
facility of parking & enjoy their meal carefree.
Understaffing which affects the service time & increases the waiting time for customers.
Cleanliness needs to be paid attention towards. Old seats, dirty table & flies create the
No special care taken to maintain the aroma in the restaurant. Customers can smell
chicken which should be paid attention to, as vegetarians may not be comfortable about
the same.
The music & interior décor targets the youth.
(b) Dunkin’ Donuts
Fast service & excellent employee response & consultation to customers.
recognize/ hear clearly.
The interior does not target any particular age group as the customers can interpret
theme in various ways & relate to it. Moreover, the unique interior gives a unique
experience too.
The provider does not have any parking space thus at peak time it becomes difficult to
find parking around the store.
Page 15
11
Exhibit-5
Dunkin: Seating
Page 16
12
Exhibit-6
Dunkin: Menu Display
