Introduction

Introduction

IntroductionYum brand Inc.Largest Pizza chain in 93 countries15,000 restaurantsLargest and Quality Pizza maker in PakistanJourney started in 1993Variety of flavorsComplete dine and free delivery serviceProvide offers and discounts

The Pizza Hut PurposeBring more flavorsDelicious productsMillions of inspired fansCelebration of Lifes favorite moment at Pizza HutFamous pan pizzaLeading pizza delivery service Continues to create new flavour

7 Ps of Service ProductProductPrice PlacePromotionPeopleProcessPhysical Evidence

ProductBest Pizzas under one roofFriendly servicesUnique dining experienceEvery pizza has its own taste & magicRange of products for Pakistani palatePan Pizza & Stuffed Crust gives competitive advantageA menu which is a complete meal in Pakistan

PriceLow/high pricing strategyBundle pricing for Pizza hut and subsidiariesEffect of high initial prices Send signal to its customer

Place Use direct channel for distributionPizza hut delivery on callDine-in Pizza HutOnline ordering

PromotionPromotion for greater usage by current customersAttract back the customers To change behavior of customersTo promote new productCoupon purchasePromotion through fliers on college campuses Door to Door brochures Attract younger generation

PeopleSimple job designNo specific requirements Just good communication skillsHigh confidenceHow to take ordersTraining program for new employee

ProcessNo Hiararchy, all are sameAdapting different technologyUpgrade supply managementManaging efficiently customer crowd

Physical Evidence AmbienceHigh quality atmosphereGood dining experienceUpgrading in environment Modernization

MethodologyPopulation & sample sizePrimary & Secondary dataServqual questionnaireDivision of questionnaire

Analysis of Data22 perception and expectation statementsCalculated gap scoreAverage Gap scoreUnweighted measure of service quality Servqual importance weights scoreWeighted average SERVQUAL score each dimensionsOverall weighted SERVQUAL score

Results & Discussion

Conclusion