Service Quality Audit Assignment

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RMIT International University Vietnam BP181 Bachelor of Commerce Program ASSIGNMENT COVER PAGE Your submission will not be accepted unless all fields below are completed Course Code: MKTG1253 Course Name: Service Quality Location where you study: RMIT SGS Campus Title of Assignment: Service Audit Report File(s) submitted Service Audit Report – Vikings.pdf Student name: Tran Thu Huong Nguyen Ngoc Lan Huong Nguyen Khoa Bang Pham Tuan Hoang Phan Thao My Student e-mail address: S3311535@rmit.edu.vn S3311531@rmit.edu.vn S3296862@rmit.edu.vn S3298280@rmit.edu.vn S3298813@rmit.edu.vn Learning Facilitator in charge: Fiona Dewis Assignment due date: 23 December 2011 Date of submission: 23 December 2011 Number of pages including this one: 30 Word Count: 3297 EXECUTIVE SUMMARY Originated from Korea 8 years ago, Vikings has shown its strong reputation and development in seafood buffet catering service. Coming to Vietnam in 2008, Vikings Vietnam became the 8 franchise and soon develops and captures 12% market share in the restaurant industry in Ho Chi Minh City though it has to face with some strong competitors, such as, Seoul Garden, Sumo BBQ and Kichi Kichi. Vikings‟s target market is mainly family in Ho Chi Minh City with middle to high income. This service audit firstly concentrates on analyzing the managing customer interface of Vikings. The 3 acts will be deeply analyzed in relation with sketching Vikings‟s blueprinting service. This shows how Vikings controls the interaction between customers and the service it delivers as a new type of buffet catering restaurant. The second part is about managing capacity and demand: Managing capacity: Vikings‟s main situation is that it faces excess capacity in weekdays. Thus, this report recommends Vikings to extend the opening hours so as to serve the broader segment demanded. Managing demand: Vikings currently uses

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