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Table of content

Name Topic Page

Introduction 2
Md. Rahimul Haque About the Restaurant 3
Md. Nahid Hasan Product of the Restaurant 6
Md. Mahmudul Hasan Service Quality of the Restaurant 8
Md. Shahidul Azam Price, competitor and new product 13
Md. Abu Kahar Delivery and communication 15
Recommendation 18
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Introduction

When People become board with their daily food or

they want to have a quality time with friends or
family people search for a place where they can get
a nice environment with quality food. There are
many restaurant in Rajshahi that can give people
that kind of environment and food among them
Tasty Time restaurant is one of them.
Here you can spent some quality time with your
friends or family with various type of tasty food.
That’s why food lovers are always welcomed here.
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About the Restaurant

The restaurant was started their journey from 2018. Their restaurant
is in 128/126,Hilali Kuthir, Zero point, Saheb Bazar, Rajshahi. The
restaurant is in the 3rd and 4th floor of that building.

Tasty Time restaurant

They had a outlet in Theme Omor Plaza But because of corona
pandemic they had to shut down that outlet.

Their main item is lunch, Dinner, Drink, coffee and different type of fast
food item. They have design their menu considering student. Their 80%
focuses are student and rest 20% are family. They also set the price
considering that and that’s why they their product price is lower than
the competitors. They think that if customers get good quality food in a
lower price than the customer will choose this restaurant over any
other restaurant. So among the 4ps of marketing they are focusing on
product and pricing. Because of the quality of the restaurant they have
got online rating 4 out of 5.
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Menu card of tasty time restaurant

In the third floor they have restaurant and in the fourth floor they have
a seminar hall and a birthday party space.

Inside of the restaurant

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Seminar hall Birthday party room

People can celebrate birthday party in that room.

In the seminar hall they arrange seminar even marriage.

They have total 18 employs working in that restaurant. The behavior of

the employees are so nice.

They don’t have any delivery system. They use Food panda, Food Aholic
etc. different type of food delivery system.
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Product of the Restaurant

Every organization has some product whether they are service firm or
others.

Like that Tasty Time Restaurant has some product though they are a
service provider. They provide food service.

They have total 116 type of food item. Among them in the Appetizer
they have 11 item, In the set menu 20 item, Dish menu 23, Vegetables
item 9, Soup item 13, Rice item 14, Chowmein item 12, Chopsuey item
7, salad 7.

Menu card of tasty time restaurant

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Some food item of that restaurant

They also have some supplementary product to support these core
products.

1. Sitting arrangement: They have sitting arrangement for all groups

of people.
2. Lighting and ventilation: They have special lighting and AC, fan for
hot weather.
3. Seminar room: They have a seminar room for party and other.
4. Birthday party room: They have a room for arranging birthdays.

With the combination of core product and supplementary product they

try to deliver the quality service to the customer.
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Service Quality
Delivering excellent service quality is viewed as a main role of hotel
business. Service Quality is profit strategy. Lodging businesses that
Implement successful service quality strategy not only have greater
customer satisfaction, they also Enjoy greater, profit margins and lower
operational Costs than their competitors. Service Quality is Simply
defined by Zeithmal, Berry and Parasuraman As excellence. Service
quality has been stated as How well a customer’s needs are met, and
how well the service meets the customer’s expectations. Gronroos [9]
points out that the perceived quality of Service relies on a comparison
between expected and Perceived service, and is therefore a result of
Comparative.

assessment process. After the Investigation by focus group interviews,

Parasuraman critically distinguish that “perceived service” is the Gap
between a customer’s expectations and Perceptions whereas “service
quality” is the degree And direction of discrepancy. Parasuraman’s idea
is the most widely known and used in service quality Research. On the
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other hand, claim that service Quality and perceived service quality are
similar and Used interchangeably with the assumption that the Better
perceptions, the higher the level of perceived Service quality; the worse
perceptions, the lower the Level of perceived service quality. points out
that The gap between expectations and performance is the Key factor
to indicate overall service quality and Argues that we should compare
expectations against The combination of both the service process and
the Actual service outcome.
Also, sees service quality Is the degree of excellence in meeting
customer Requirement. From his research of service quality in a
Restaurant and an airline company, the customers are Willing to pay
more if the service is better in value. The Gap Model of Service Quality
is developed by Parasuraman et al. to conceptualize The definition of
perceived service quality as the gap Between what is expected (should-
be provided service) And what is perceived (did-provided service). It is
used To explore the discrepancies in service quality process
Quality is the main theme of service. Service provider must Ensure
quality. Quality means delivering the product that are expected to the
customer. Service can full expectation of customer when the service
Provider fill in some service gaps. Like Tasty time restaurant they tries
to fill in those gap
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Knowledge gap: They know what the customer wants. Good taste food
in less price them competitors and a comfortable place to eat that and
they provide good taste food In less price then competitors.
There is a some knowledge gap:
 Employee are not taking training
 Sometimes wrong staff may hired

In a Different way as the knowledge gap, the Understandability gap

and the perceptual gap, can Occur when management’s perception of
what Customers expect differs from their actual Expectations. This
perceptual gap is a failure in Understanding customer needs
Standard gap:
Management perception and service quality Specification gap. The
second gap is referred Differently as the standards gap, the procedural
gap
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It Occurs when there is a difference between Management’s

perceptions of what customers expect
And how the service delivery is specified to meet Those needs. In the
other word, management Mistranslates customer expectation into
appropriate Design and fails to establish service quality Specifications
Their standard of food and other products matches the expectations
of customer
This are also some standard gap:
 Sometimes when customer order that’s delivery process is delay
and customer not satisfied

Delivery gap:
The delivery gap Occurs when the service delivery specifications and
The actual service delivery are not compatible. Frontline employees
play an important role to deliver Service appropriately, meeting the
specifications and Expectations. If they fail to do so, the delivery gap
can Occur and it potentially leads to the discrepancy Between
customer’s expectation and perception. The Overall service quality gap
can be appeared by one or More specific gap.
Tasty time restaurant have some delivery gap will be here.
 Poor employee-job fit.
 Inadequate support
They have a full time waiters and their behavior is very good.
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Communication gap:
The communication gap is the gap between what gets promised to

customers through advertising and what gets delivered.

Some communication gap is here’s .
 Over promise: they get offer sometimes buy one get one. But this
offer quality of service are not good regularly quality of items.
What they Say and what they serve matches these two things. So there
is no communication gap.
Service gap
Company promises fast delivery but cannot manage the flow of orders,
and some customers don’t get their orders in the expected time. The
combination of these gaps leads to a global customer service gap. Even
one of the mentioned gaps can lead to customer dissatisfaction and
reduced income levels

Those discuss we will be say that tasty time customers almost full the
all gaps so it be said that their service quality is good. That’s why they
get the rating 4 out of 5.
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Price, Competitor and new product of

Tasty Time Restaurant
Price
Pricing a service is very difficult because service do not have any cost of
goods sold. But the service firm they have to price for their services. To
pricing the service there are some strategies.
Cost based pricing: Price = Total Cost + Profit Margin. (T.C = fixed cost +
variable cost).
Competition based pricing: This approach focuses on the prices
charged by other firms in the same industry or market.
Using others’ price as an anchor for the firm’s price.
Demand based pricing: This approach focuses on the price charged
base on demand of service of certain firm.
Synchronic (skimming) pricing: Manage demand for a service by using
customer sensitivity to prices.
Place differential, Time differential, Quantity differential
Differentials as incentive
Lower prices for new or existing clients in the hope of encouraging
them to regular or more frequent users.
Penetration Pricing: Pricing the service based on degree of market
penetration.
The Tasty Time Restaurant they are a service provider and they also
follows these strategy to set their products price.
First, they estimate the cost. What are their fixed cost and variable cost.
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Then they try to understand what are the prices of their competitors
price for that product. They always try to keep lower the price of their
product than their competitors.
Then they estimate the demand for the price.
Considering these factors they fix the price for their product.
Competitors
Rajshahi is a fastest growing city. That’s why there are many restaurant.
The main competitors the restaurant are
1. Akboria Grand Hotel
2. Ibrahim Hotel and Restaurant
3. Hungry Heroes
These are some competitors of Tasty Time Restaurant
New Product
They are planning to launch some new product. Biriani and some fast
food item.
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Delivery and Communication of Tasty

Time restaurant
Properly Delivering a service is an essential a part of a service. The Tasty
Time Restaurant have total 18 employees. Among them 4 waiters 4
chefs, 3 managers others are Just help in Kitchen and cleaner and do
some other works. Their way of delivering food is very good. For
delivering food they took 15-20 minutes after ordering the food.
Home delivery
They don’t have any home delivery service. Instead of that they Use.
1. Food Panda,
2. Food Aholic,
3. Food shahi,
4. Food Angel
5. Swing
These types of Delivery parties they usually take order from Customer
and collect from them and delivered it to the customer And for that
they take 10% charge from them and the delivery person take the
delivery charge.
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Payment process
For payment process they are use mainly Cash but they also take
payment via Bkash, card like visa card, master card, American express
etc.

They don’t have self service System Because most of the people of
Rajshahi they are not Familiar with this system.
But they Re-service the product it the customer want. Like if Someone
want more sugar or less sugar in tea they replace the order.
To achieve the operational competitiveness normally service firm's
follows four stage And every stage there is a role of Front house and
back house and technology.
1. First stage js available for servive. In this stage the role of Front
house is greater than the back house. They Don't use technology in this
stage of a Restaurant.
2. The second stage is Journeyman. In this stage they use technology of
the restaurant for take review and suggestions from their customer.
And as the restaurant is local so they Don't follow the stage
3. Distinct competency achieve and Stage 4 is World class delivery.
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Communication
For communicating and promoting the product they normally use oral
Communication most of them customers give review and the happy
customer also told others about the restaurant. They believe “Satisfied
customer is the best promoter”. But they have facebook page and
website where people can review the product and they can show their
product to the customer.

Facebook page of the restaurant

Online page of the restaurant

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Recommendation
Although the Tasty Time Restaurant tries to provide quality service but
they have some lacking or some place they can improve.

1. Delivering products by themselves.

2. Start discount card system.
3. Start some new outlet.
4. Increasing promotional activity like organizing events, special offer
for special ocation.