Topic analysis of the service quality of pizza 4ps

VĂN LANG UNIVERSITY TOURISM FACULTY SERVICE QUALITY MANAGEMENT Topic: Analysis of the service quality of Pizza 4P's Lecture: Nguyễn Thị Duân Group: Musi 2022 - 2023... Chapter 1: Litera

VĂN LANG UNIVERSITY TOURISM FACULTY

SERVICE QUALITY MANAGEMENT

Topic: Analysis of the service quality of Pizza

4P's

Lecture: Nguyễn Thị Duân

Group: Musi

2022 - 2023

GROUP PARTICIPATION ASSESSMENT

Group name: Musi Leader: Huỳnh Gia Hào Presentation Date:

Member Chapter 1 ( MAKE IT

WRONG) ĐOÀN THẢO

MY

197LH11659 Member Chapter 2 (4.) ( MAKE IT

WRONG AND DO NOT

ARTICLE )

Lectures’s Sign Table of contents Prologue 5

Reason for choosing the topic 5

Target 5

Texture 6

Chapter 1: Literature review of factors affecting service quality 6

Definitions of Service 6

Theorist of service quality 7

What elements contribute to service quality? 8

Features of high-quality services 8

Influencing factors for service excellence 10

Policies and mechanisms 11

Chapter 2: Assessment of the current situation on factors affecting service quality at Pizza 4P’s 12 1 Brief introduction of the business 12

2 Overview of business operations 12

3 Analyze the current situation of factors that create service quality in Pizza 4P’s 13

Pizza 4P's and the journey to become a sustainable restaurant chain 13

Source 14

Social Contribution 14

Environmental protection 15

Constantly setting goals further 15

Infrastructure 17

Competitor 19

Chat 1 20

Price 21

Promotion 21

Process 22

4 The shortcoming of service quality at Pizza 4P’s 22

Foody.vn 23

Youtube 24

Tiktok 24

Chapter 3: Proposing solutions to improve service quality at enterprise 25

1 Solution 25

Conclusion 25

References 26

Prologue Reason for choosing the topic

Pizza, a staple of Italian cuisine, is a very well-liked fast food in Vietnam Pizzacomes in a wide range of styles and flavors, which have led to a current,

appealing surge Therefore, the pizza industry is really interesting when it takes

on the distinctiveness of each brand rather than just being a competition of taste

Consequently, a market for pizza has been developed in Vietnam thanks to the involvement of well-known companies like Pizza Hut, Domino's Pizza, Pizza 4P's, and The Pizza Company as well as the emergence of new, small and medium-sized brands Nam is very competitive, diverse, and has a lot of

o Research object: The idea of the elements influencing the service quality

of Pizza 4P's enterprises is the primary emphasis of the thesis sosuggesting corrective action

o Research scope: Service quality of Pizza 4P’s

Texture

In addition to the introduction and conclusion, the content of the discussion is structured into three chapters:

Chapter 1: Literature review of factors affecting service quality

Chapter 2: Assessment of the current situation on factors affecting service quality at Pizza 4P’s

Chapter 3: Proposing solutions to improve service quality at enterprise

Chapter 1: Literature review of factors affecting service quality

=>Services are an economic sector where the output of production activities does not result in physical objects with a measurable physical form but rather benefits with a measurable economic value Production and consuming

processes take place simultaneously, and storage is not an option

=> Service is the outcome of the supplier's internal activities and its

interactions with the customer in order to satisfy the customer's needs

Theorist of service quality

Service quality is an economic concept that all managers take very seriously, particularly in the context of today's fiercely competitive market economy, where the quality of products, goods, and services are highly comparable as a

result of the outstanding advancements in science and technology.

From a customer-focused perspective, service quality can be simply defined as the ability of service providers, units, and individuals to meet expectations and fulfill customer needs As a result, consumer preferences dictate the level of service quality Customers' wants are diversifying as social life develops and becomes more sophisticated As a result, there are various levels of service quality to best suit various customers

The essence of service quality is that customers decide that there is no accurate measurement tool for it, therefore various customers will have different

impressions at the same degree of service quality Additionally, even the same customer may perceive the quality of the service differently at various points

Because it strongly depends on the attitude of the service workers, it is

challenging for the service business to guarantee constancy in the level of service that clients perceive The atmosphere, service, facilities, equipment, andmany other aspects are all influences on service quality

Service quality, according to Parasuraman et al (1985, 1988), is a thorough evaluation of the attitude of the consumer toward service excellence

Feigenbaum (1991) asserts that a customer's assessment of a service or

product's quality is based on their actual interaction with it and is determined

by how well it meets their perceived needs aware or expressed in a specialized

or subjective way

Service quality, according to Edvardsson, Thomsson, and Ovretveit (1994), is aservice that satisfies customers' wants and expectations.

What elements contribute to service quality?

The organization will decide on priorities for quality improvement on the basis

of categorizing the components of service quality Although each service will have unique parts, they will all share the following components:

Reliability: The capacity to provide the service as correctly and dependably as

the company has promised is regarded as a key component of service quality Customers will return when the business needs them if they obtain the service that was promised

Assurance: The behavior of the service staff and their capacity to foster

credibility and trust serve as indicators of this factor Employees must always put the needs of the customer first, have excellent communication skills, and strive for excellence

Tangibility: refers to the business's physical surroundings, tools, and

personnel, which are the visible components of the service, and through which customers can observe an improvement in service quality

Empathy: is the quality of giving each customer individual attention in order

to fully comprehend them and be able to relate to their worries and inquiries

Features of high-quality services.

Customer quality determines service quality

Service quality is determined by the caliber of the individuals providing it, as demonstrated by their degree of education, cognitive capacity, voice,

expressiveness, and practical application Quality of service is determined by people at every level, from management to customer contact This is very

evident in the tourism service sector; when a guide makes graceful, polite, and deeply perceptive gestures, visitors will feel more interesting and at ease.

Service excellence is a perception.

Customers frequently evaluate the quality of a service based on their

perceptions about the service provider Therefore, in order to maintain their clients' trust, service businesses need to maintain their reputation

Service excellence varies depending on the seller, buyer, and timing

Because providing services is primarily a human endeavor that is challenging

to standardize, service quality is more variable than that of physical products Each person has a unique professional background and customer service

approach, so the service will also be unique Customers' perceptions of service quality are fluid and change depending on the customer service team

A "truth point" is a point of contact for each sort of service.

Each connection has a significant impact on the process' quality since service quality is a function of that process' quality There are touch points that separateeach stage of the process and are crucial to that stage's effectiveness because they are the ones that leave a lasting impression on customers regarding the caliber of the company's services Customers will develop a clear concept and

"know the truth" about the caliber of service they receive through the point of contact The touch points can be used to raise the overall level of service

quality if they are used properly

Customers assess the quality of a service as it is being provided, not when

it is over.

Customers will evaluate the entire process of the service, not just the output, because they are immediately involved in the process of delivering services anddirectly consume the products and services Therefore, organizations must pay

attention to have a comprehensive and complete view of service quality in order to achieve high efficiency in commercial activities.

Influencing factors for service excellence.

Market element.

A successful firm must be the result of market research, which includes

learning about the demands of the market and developing plans to address those needs The market is every company's primary and secondary objective

As a result of the constant fluctuation and upward trend in demand, service quality is encouraged to rise to fulfill those needs Whether or whether a

service is of high quality is determined by the market's acceptance of the

company

Labor qualification.

Only good people can produce quality services since people are what determineservice quality The organization's quality goals will be impacted by how well all employees and management work together To increase productivity and quality, it is important to encourage professional development and training performance and effectiveness in business Employees, especially those in management levels, should be knowledgeable about quality as well as market competition in addition to their professional qualifications Only high-caliber individuals can produce high-caliber services, enhancing a company's

productivity, profitability, and reputation

A technical level.

The advancement of technology, which raises quality and lowers costs while increasing adaptability, can be considered the force behind the development of new goods and services Quality products cannot be produced with the most antiquated tools and technologies Despite the fact that humans are the main consideration Only when the humorous human abilities are connected to

contemporary technologies are they strongly promoted High-tech facilities provide customers with modern, practical amenities that make them feel

comfortable and happy because they enjoy the material and save time

For organizations, selecting the appropriate technology is a crucial component

of the development strategy A suitable technology will aid companies in cost reduction, boost their level of competition, and aid in market expansion New technological developments will result from high-quality services, and when the market's needs are correctly identified, technological innovation is the answer to raising service quality

The organization's level of management and corporate structure.

The officers and employees of the company can express the quality of the products and services, which is affected by organizational and management issues It is essential to set up the business and organizational structure in a waythat is compatible with the employee qualifications for high-quality goods and services

One of the personnel decisions is the degree of management, and quality

management in particular, accelerates the rate of improvement and improves the quality of goods and services The management's structure, awareness, comprehension, and qualifications, as well as their capacity to establish

objectives, policies, and the organization's ability to oversee the

implementation of programs and plans, are all factors that affect the quality of goods and services A quality plan is also important

Policies and mechanisms.

The legal environment for operational quality is a crucial factor that affects each enterprise's ability to improve the quality of its goods and services in both

direct and indirect ways It also encourages and supports businesses' use of newtechnology to improve their products.

Chapter 2: Assessment of the current situation on factors affecting service quality at Pizza 4P’s

1 Brief introduction of the business

Masuko Yosuke established the Pizza 4Ps franchise Masuko ran the renowned investment fund Cyber Agent after working for a trading company after

graduating from college His first Pizza 4P's location in Ho Chi Minh was opened after he left his position at Cyber Agent, and it is expanding quickly Pizza 4ps are anticipated to become a global phenomenon in the future, with availability in both Japan and other nations The New Business Tokyo

association recognized him as the finest foreign businessman in 2018 Platform personal pizza for pizza is the meaning of the name 4P's The meaning of the name is reflected in the shop's mission to provide each pizza in this location a unique personality and character At Pizza 4P's, the goal is to be more than just

"A terrific pizza restaurant." The larger goal of Pizza 4Ps is to "Make the WorldSmile for Peace." Pizza 4P's mission is "Bringing surprises, sharing happiness,"which it always upholds and strives to accomplish on a daily basis Pizza 4P's wants to be the top upmarket eating destination in Asia Bangkok is the first stop, followed by Southeast Asian nations and particularly the potential

Japanese market The goal of Pizza 4P's is to become every family's preferred pizza in Asia, particularly in Vietnam

2 Overview of business operations

Pizza 4P's revenue in 2017 exceeded 283 billion, up 79% from the previous year, according to VIRAC data During the same period, profit surged to

around 33.3 billion VND, nearly six times as much as the 5.5 billion VND in

2016 Pizza 4P's was valued at about 20 million USD in 2017, when there wereonly 7 locations As of 2019, there are now 11 locations for this restaurant chain in three major cities: Hanoi, Ho Chi Minh City, and Da Nang Business

activity grew even more in 2018, as evidenced by the company's 45% increase

in revenue to VND 411 billion and 65% increase in profit Pizza 4P's Joint Stock Company recently released its 2021 financial position report, which showed a loss after taxes of 38 billion dong The proprietor of this well-known pizza restaurant lost 20 billion dong during the same period last year Pizza 4P had 98 billion dong in equity as of December 31, 2021, which is a decrease of

38 billion dong from the year's beginning As a result, the ratio of liabilities to equity increased significantly from 0.66 to 1.99, with the remaining bond balance currently making up 21% of equity Pizza 4P's Joint Stock Company made an announcement about the outcomes of a 2-year, 21 billion VND privatebond issue in October 2021 Beginning on July 15, 2021, and ending on

November 10, 2021, this corporation issued bonds Date of expiration is July

15, 2023 There are no rights certificates or specific assets attached to this convertible bond The interest rate for overseas issuance is set at 11% per year Bonds are repaid three months later Pizza 4P's will use its administrative development funds to invest in the development of a cheese factory as well as the expansion of its restaurant chain, which is anticipated to add 18 new

non-locations in 2021 and 2022

3 Analyze the current situation of factors that create service quality in Pizza 4P’s

Pizza 4P's and the journey to become a sustainable restaurant chain

Vietnamese people had the chance to witness the massive appearance ofcountless Japanese restaurants from popular to luxurious with countlessJapanese restaurants in 2011, when the wave of Japanese cuisine began to landstrongly in the Vietnamese market Street foods like Takoyaki octopus cakesand Okonomiyaki pancakes are served as well as fine dining options like Sushi

or Wagyu steak barbecued over cast iron However, not all eateries canwithstand the intense competition in a culinary market that is constantlyevolving with diners who are becoming more affluent and picky, particularly in