KFC Fast Food

Restaurant in
Hong Kong

Lam Kai Kai

DMU Student ID: 2636191

Module title: Service Operations Management

Module code: BAMG3103

  KFC is one of the fast-food restaurants that has built its empire
around the globe.
 Fried chicken has made the restaurant known worldwide
despite the various KFC in different countries providing
different types of food (Yu & Zhang, 2009).

KFC Fast Food  Fast-food chains appearing are the factors that are convenient
and fast.
Restaurant in  According to Witkowski & Zheng (2003), most people are that
Hong Kong busy that they will prefer having a one-minute prepared meal
rather than a twenty-minute prepared meal.
 This paper explains on service quality, service supply chain,
and service capacity of KFC fast-food restaurants in Hong
Kong.
 The reason behind the chosen areas is because the main thing
revolving in the company is service. Starting from the
arrangement of the place to when they are served, their orders
entail services.
 The brand name of KFC restaurant in Hong Kong has
been built because of the incredible services they provide.
A good brand name results from experience and
impression.
Getting a good image on quality, KFC concentrates on
Service Quality service quality which captures the customers' attention and
different menus.
Service quality is the factor that impacts mostly on
customer satisfaction.
The heart of customers in Hong Kong has been attracted
by KFC restaurant by the twenty-four-hour service system.
  Various things explain service quality. These services are
tangible, reliable, responsive, assurance, and empathy (Zhong
& Moon, 2020).

 Tangible services involve the condition of the restaurant, and in

Service this case, KFC has the best environment that every customer
will wish to return and have their meals once more.
Quality Cont..  E.g. arrangements of the seats, parking areas, performance of
the employees
 All these entice the customers as the place leaves them to have
some memories.
  The reliability of the service is another factor. It entails the
attitude of the employees towards the customers.
 Conforming to Mok (2001), the employees of KFC in Hong
Kong starts with greetings when customers visit the restaurant
and in front of the counter, the employees are friendly and
given good respond even encounter complaints by the

Service customer.
 KFC in Hong Kong is responsive as they serve customers very
Quality Cont.. fast with no delay.
 The staff members also have the best ability to communicate
and give a clear explanation of the product.
 Customers in Hong Kong rate the restaurant as the best in
strategy, and it is easy to access, thus the empathy (Long et al.,
2019).
  E-business is involved in Hong Kong KFC restaurants. The
restaurant uses it in carrying out different operations.
 For instance, buying, selling, quality management, customer
feedback, and coordinating with partners (Hong & Hwang, 2006).
It is what has contributed to the smooth running of Hong Kong

Service Supply KFC restaurant.

 KFC restaurant in Hong Kong has an intricate system of e-
Chain commerce that gives the facility of making online orders and
making payments online as well.
 KFC restaurant in Hong Kong maintains this kind of reliability by
ensuring every involved partner and stakeholder in their chain of
supply is working to their best level by adopting the best practices.
 The restaurant gets to register the complaints online and giving
feedbacks.
  KFC aligns the supply chain organization as it is essential in
gaining new customers and maintaining them. The complex
supply chain has to be aligned for it to be effective.
 It starts from sourcing, logistics, storage, and ensuring the on-time
Service Supply delivery of the food order according to demand. All the process

Chain Cont.. works out entirely because of the link-up done by the KFC
restaurant company.
 The restaurant as well establishes the key supplier relationship. It
ensures there is a relationship that is productive with its suppliers.
 It makes it effective by not hindering any communication with its
partners. This has made the restaurant in Hong Kong uphold the
high standards of services while going through the chain of
supply.
  With the competition in the market, KFC restaurant in Hong
Kong offers meals with the best recipe.
 Products and services that are strong play a vital role in the
management operation.
 According to Chan (2015), the product is given the best design
to develop and implement the strategy of the product. This is to
Service create some competitive advantage because of the competitive
global market.
Capacity  KFC in Hong Kong gives a high-quality product that is distinct
to the market. It gives one product that originates from the
distinct recipe having a blend of eleven herbs and spices.
 Gong (2013) states that the trade secret is from the ingredients
and taste that classifies the product as high quality. The need of
the customers influences the design of the product.
  The customers’ demands had KFC restaurant in Hong Kong
enrich its menu with various products.
 E.g. chicken burger and wraps, salads, side dishes, desserts, and
soft drinks.
 Hong Kong KFC is the first KFC gets to know what customers
like and dislikes. Furthermore, it considers their culture before
introducing a product (Baek & Yang, 2006).
Service  The restaurant has also made some innovations of coming up
Capacity with the drive-through window, kiosk and express units.

Cont..  It pays more attention to products and mass customization. The

reason for maintaining the brand name has the restaurant not
interfering with the original recipe.
  KFC in Hong Kong should establish a governing council
because they are the most important in ensuring proper
incorporation and flawless operation and implementation of the
supply chain.
 The restaurant should consider having special services to the
older people, like giving them priority when in the queue.
Suggested  Online interpretations of the offered products should be simple
Improvements that easily understand by everyone.
 The company should consider the culture of the people in Hong
Kong and get to know what they consume most.
 In this case, it will help the restaurant produce what most
people like besides chicken products, and it will attract more
customers and increase profits.
  KFC fast food restaurant in Hong Kong is the best in the competitive
market.
 The services they provide to their customers are enticing, and that's
what maintains their customers as well as recruiting new ones.
Various things explain service quality.
 These are how these services are tangible, reliable, responsive,
Conclusion assurance, and empathy.
 Most customers agree on how they have their seats arranged, clean
environment, kind employees who can tell of the customers wants.
 The service supply chain is flawless as everything is made to work as
per the objective of the business.
 Service capacity begun with the fried chicken chose by the founder.
The customers’ demands had KFC restaurant in Hong Kong enrich its
menu with various products.
 Some of the products are the chicken burger and wraps, salads, side
dishes, desserts, and soft drinks.
  Baek, S. H., Ham, S., & Yang, I. S. (2006). A cross-cultural
comparison of fast food restaurant selection criteria between
Korean and Filipino college students. International Journal of
Hospitality Management, 25(4), 683-698.
 Chan, T. S. (2015). Franchising of Us Fast Food Chains in Hong
Kong: Entry and Expansion Strategies. In Proceedings of the 1989
Academy of Marketing Science (AMS) Annual Conference (pp. 163-
167). Springer, Cham.
References  Chan, T. S. (2015). Franchising opportunities in China for
American fast-food restaurants. Asia Pacific Journal of Tourism
Research, 5(1), 38-46.
 Gong, Y. (2013). Globalization of Operations. In Global
Operations Strategy (pp. 43-68). Springer, Berlin, Heidelberg.
 Hong, P., Noh, J., & Hwang, W. (2006). Global supply chain
strategy: A Chinese market perspective. Journal of Enterprise
Information Management.
  Long, N. H., Van Oanh, D., Hoa, P. H., Dung, V. T., Thanh, P. T. K.,
& Quang, N. N. (2019). THE EFFECTS OF CUSTOMER EQUITY
ON CUSTOMER LOYALTY FOR CHAIN RESTAURANTS:
CASE STUDY OF KFC VIETNAM. SOCIO-ECONOMIC AND
ENVIRONMENTAL ISSUES IN DEVELOPMENT, 229.
 Mok, C. (2001). Cross-cultural issues in service quality. Service
quality management in hospitality, tourism, and leisure, 269-280.

References  Witkowski, T. H., Ma, Y., & Zheng, D. (2003). Cross‐cultural

influences on brand identity impressions: KFC in China and the
United States. Asia Pacific Journal of Marketing and Logistics.
 Yu, C., & Zhang, T. (2009). American Fast Food in Chinese Market:
A Cross-Culture Perspective: The Case of KFC and McDonald's.
 Zhong, Y., & Moon, H. C. (2020). What drives customer
satisfaction, loyalty, and happiness in fast-food restaurants in
China? Perceived price, service quality, food quality, physical
environment quality, and the moderating role of
gender. Foods, 9(4), 460.