Thursday, 25 July 2013
Conclusion
Based on all the results given, I would like to make an overall conclusion on the customers' satisfaction towards Papparich Express in TARUC. First, mainly of the Papparich Express's customer are students and followed by lecturer as it is located inside the campus. Most of them are quite satisfied and have a quite high level of satisfaction towards the food and environment provided by Papparich Express. Some of the students will definitely visit Papparich Express to chill, chit-chat and to kill their break time. The only thing that Papparich Express should improve on is their customer service in term of friendly-ness. They should be more friendly and passion when serving their customers. In a nutshell, I can conclude that, the customer satisfaction toward Papparich Express is good and it will reach a higher satisfaction if they are willing to take some further improvement in customer service.
Research Results
From Interview :
Interviewee 1 - Male, Lecturer
He will basically come and dine in the Papparich once in a week as he claims that its convenient.
He thinks that the prices of food are comparatively cheaper than others outlet outside the campus.
Disagree on wide variety of choice because he said the menu is quite limited compare to other outlet.
So far, he still feel satisfied with the food that they served since his first visiting.
He states that the taste of food is also satisfied, not so good and not so bad.
The cleanness of the food is at an acceptable level, so he is satisfied with it.
He chosen neutral towards the service provided by the counter staff, because it depends.
He is very satisfied towards the speed of serving. He says sometimes the foods and beverage are served within 10 mins even during the peak hours.
He also chosen neutral for the atmosphere in Papparich Express.
For the standard of hygiene and cleanliness of Paparich Express, he says he is quite satisfied with it.
Interviewee 2 - Female, Student
She visit Papparich Express quite often about 2-4 times in a week because it's near and safe compare to dine in outside's restaurants.
She thinks the prices are quite reasonable that charged by Papparich Express.
The choices of menu is ok for her therefore she had chosen neutral.
She is satisfied with the food they provided as they are serving typical Malaysian Delights cuisines.
Very satisfied towards the taste of food and especially her favourite Pappa Bun.
She also feel satisfied for the cleanness of the food provided by them.
For the counter staff's service, she is quite dissatisfied as the staff will sometimes show her a not-friendly face.
She is very satisfied towards the service speed. According to what she said, the beverage served very fast.
She is also satisfied with the atmosphere. She will usually chill at there when there's a break along with her friends.
The hygiene and cleanliness standard is also at a satisfied level.
Interviewee 3 - Male , Student
He seldom visit Papparich Express . He will only visit when he has limited time to go to outside campus to eat.
The prices charged are also considered quite reasonable for him .
He dissatisfied with the choices of food because it is quite limited .
The foods served are neutral for him.
He states that the taste and the cleanness of the foods are quite ok and satisfied.
For the counter staff's service, he claims it is quite dissatisfied as the staffs usually did not smile and are not friendly.
The atmosphere there is fine for him.
He said he is satisfied with the standard of hygiene and cleanliness of Papparich Express.
From Questionnaire
After conducted the survey question, I had analyze the data collected and here's the results :
Out of 10 respondents, there are 4 of them that will usually visit PappaRich Express once in a month and 3 out of them will go more frequently which is around 2-4 times in a week. Moreover, visited more than 5 times a week , once a month and seldom visit has its 1 respondent respectively.
The bar chart above has shown, most of the respondents have chosen between expensive and reasonable for the prices of food charged by the Papparich Express. 5 of the respondents think that the prices are in an expensive range whereas another 5 respondents feel that the prices are quite reasonable charged.
Based on the graph, disagree has the highest rank among others which indicates that majority of the respondents agree that the choices of food that Papparich Express offered is quite limited. Besides, there are 1 respondent who chosen strongly disagree and another 1 respondents feels neither agree nor disagree. Whereas, there are still got 2 respondents that agree towards the wide variety of choices in the menu.
The bar chart in the above tells us that there are 9 respondents almost all the respondents are feel satisfied towards the freshness of the food that they provided. This means that Papparich Express is able to maintain and serving their customer with fresh food. Then, there is only 1 out of 10 respondents has chosen neither satisfied nor dissatisfied.
Interviewee 1 - Male, Lecturer
He will basically come and dine in the Papparich once in a week as he claims that its convenient.
He thinks that the prices of food are comparatively cheaper than others outlet outside the campus.
Disagree on wide variety of choice because he said the menu is quite limited compare to other outlet.
So far, he still feel satisfied with the food that they served since his first visiting.
He states that the taste of food is also satisfied, not so good and not so bad.
The cleanness of the food is at an acceptable level, so he is satisfied with it.
He chosen neutral towards the service provided by the counter staff, because it depends.
He is very satisfied towards the speed of serving. He says sometimes the foods and beverage are served within 10 mins even during the peak hours.
He also chosen neutral for the atmosphere in Papparich Express.
For the standard of hygiene and cleanliness of Paparich Express, he says he is quite satisfied with it.
Interviewee 2 - Female, Student
She visit Papparich Express quite often about 2-4 times in a week because it's near and safe compare to dine in outside's restaurants.
She thinks the prices are quite reasonable that charged by Papparich Express.
The choices of menu is ok for her therefore she had chosen neutral.
She is satisfied with the food they provided as they are serving typical Malaysian Delights cuisines.
Very satisfied towards the taste of food and especially her favourite Pappa Bun.
She also feel satisfied for the cleanness of the food provided by them.
For the counter staff's service, she is quite dissatisfied as the staff will sometimes show her a not-friendly face.
She is very satisfied towards the service speed. According to what she said, the beverage served very fast.
She is also satisfied with the atmosphere. She will usually chill at there when there's a break along with her friends.
The hygiene and cleanliness standard is also at a satisfied level.
Interviewee 3 - Male , Student
He seldom visit Papparich Express . He will only visit when he has limited time to go to outside campus to eat.
The prices charged are also considered quite reasonable for him .
He dissatisfied with the choices of food because it is quite limited .
The foods served are neutral for him.
He states that the taste and the cleanness of the foods are quite ok and satisfied.
For the counter staff's service, he claims it is quite dissatisfied as the staffs usually did not smile and are not friendly.
The atmosphere there is fine for him.
He said he is satisfied with the standard of hygiene and cleanliness of Papparich Express.
From Questionnaire
After conducted the survey question, I had analyze the data collected and here's the results :
As referred from the chart above, there are 6 of most of the respondents are feeling satisfied with the taste of food they served. Moreover, there are also 2 respondents who have no comment on the taste of food. In addition, there are one respondent that is very dissatisfied with the taste of food and another 1 respondent is also dissatisfied.
Based on the histogram chart above, it shown that there are 8 out of the 10 respondents had answered with satisfied when they are asked by the question about the hygiene of food in Papparich Express. Conversely, there are 1 respondents who dissatisfied with the hygiene of food that they serve and another 1 respondents has no comment on it.
Customer satisfaction on Service
As referred from the histogram above, it shows us that there is only 3 respondents are satisfied with attitude of staff who are working under the McDonald's. On the other hand, there are 1 respondent and 2 respondents had voted very dissatisfied and dissatisfied with it.Then, I also got that majority of 4 respondents are stand in neutral when answer this question.
From the chart above, it had show us the level of satisfaction of respondents toward the speed of service of the staff in Papparich Express. There are half of the total respondents feel satisfied and 1 respondent had answered with very satisfied as the staff are serving them within a short waiting time period. Conversely, 2 respondents are dissatisfied and 1 respondents are very dissatisfied with the service speed of the staff that serve them with a low speed. Besides, there are only 1 respondents stand in neutral when answer for this question.
Customer satisfaction on Environment
According to the histogram above, we can see that majority of the 5 respondents are having a positive satisfaction when enjoy their foods under a comfortable atmosphere in Papparich Express. Conversely, there are only 2 of the respondents are dissatisfied and 1 respondent are very dissatisfied with it. Besides that, 2 respondents are stand in neutral and have no comment.
The histogram above is result about the cleanness of the Papparich Express in TARC. It shows 6 out of 10 respondents have voted satisfied as the place was clean and comfortable. On the other side, there are about 3 respondents have chosen dissatisfied when answered this question. Then, there is also 1 respondent who stand in the neutral.
Research Method
1. The methods that I used in conducting this research are both interview (qualitative research) and questionnaire survey (quantitative research) with PappaRich Express, TARUC's customers.
2. I had conducted face-to-face interview with 3 customers and was given out questionaire survey to 10 customers who was dining at PappaRich Express.
Question of Interview and questionnaire survey are as below :
a) Customer profile
- Occupation
- How often do you go to Papparich Express ?
b) Customer satisfaction on food
- What is your opinion of the price of food at Paparich Express ?
- Do you think Paparich Express offers a wide variety of menu/choice?
- How would you rate the freshness of the food they served?
- How would you rate the taste of the food they served?
- How would you rate the cleanness of the food in Paparich Express?
c) Customer Satisfaction on Service
- How would you rate the service provided by the counter staff?
- How would you rate the service speed of the staff in Paparich Express?
d) Customer Satisfaction on Environment Standard
- How satisfied of atmosphere are you with Paparich Express?
- What do you think of the standard of hygiene and cleanliness of Paparich Express?
3. Sampling Method
Poppulation : PappaRich 's Consumers in Malaysia
Sampling Frame : PappaRich 's Consumers in Klang Valley
Sampling unit : Papparich Express in TARUC , Setapak (Primary)
Customers dining on weekday (Secondary)
Lunch Time 12pm -3pm (Tertiary)
4. Sampling Technique
- Interviewing 3 customers on a Quota basis under the category of non-probability sampling.
2. I had conducted face-to-face interview with 3 customers and was given out questionaire survey to 10 customers who was dining at PappaRich Express.
Question of Interview and questionnaire survey are as below :
a) Customer profile
- Occupation
- How often do you go to Papparich Express ?
b) Customer satisfaction on food
- What is your opinion of the price of food at Paparich Express ?
- Do you think Paparich Express offers a wide variety of menu/choice?
- How would you rate the freshness of the food they served?
- How would you rate the taste of the food they served?
- How would you rate the cleanness of the food in Paparich Express?
c) Customer Satisfaction on Service
- How would you rate the service provided by the counter staff?
- How would you rate the service speed of the staff in Paparich Express?
d) Customer Satisfaction on Environment Standard
- How satisfied of atmosphere are you with Paparich Express?
- What do you think of the standard of hygiene and cleanliness of Paparich Express?
3. Sampling Method
Poppulation : PappaRich 's Consumers in Malaysia
Sampling Frame : PappaRich 's Consumers in Klang Valley
Sampling unit : Papparich Express in TARUC , Setapak (Primary)
Customers dining on weekday (Secondary)
Lunch Time 12pm -3pm (Tertiary)
4. Sampling Technique
- Interviewing 3 customers on a Quota basis under the category of non-probability sampling.
3
Wednesday, 24 July 2013
Problem statement
The Research Question
Degree of Customers' Satisfaction (such as food,service and environment) in Papparich Express, TARUC.
The Research Objective
To investigate the customers' satisfaction towards Papparich Express, TARUC.
Degree of Customers' Satisfaction (such as food,service and environment) in Papparich Express, TARUC.
The Research Objective
To investigate the customers' satisfaction towards Papparich Express, TARUC.
introduction & company background
Introduction
I am Lee Sheau Jing , from ABDM 4064 Business Research (BR) , TARUC Advance Diploma in Business Economics. I have chosen customer satisfaction towards Paparich Express in TARUC as my business research topic. Moreover, I had used questionnaire survey method and a few interviews to conduct my research. Since then, I can investigate the customers' satisfaction towards Paparich Express by the end of this research.
Company Background
Paparich has established its first outlet in Selayang Mall in year 2005. Now, they has owned approximately 50 outlet countrywide and their business is still continue growing rapidly. The reason that I choose PappaRich express in TARC is because it is the first outlet that established in college. The prices of food it charge are slightly cheaper than other outlets outside the campus. Although the menu that it offers are comparatively limited compare to other outlets but all their signature dishes such as Pappa bun, Pappa cham, roti bakar and etc are still selling in the campus outlet.
I am Lee Sheau Jing , from ABDM 4064 Business Research (BR) , TARUC Advance Diploma in Business Economics. I have chosen customer satisfaction towards Paparich Express in TARUC as my business research topic. Moreover, I had used questionnaire survey method and a few interviews to conduct my research. Since then, I can investigate the customers' satisfaction towards Paparich Express by the end of this research.
Company Background
Paparich has established its first outlet in Selayang Mall in year 2005. Now, they has owned approximately 50 outlet countrywide and their business is still continue growing rapidly. The reason that I choose PappaRich express in TARC is because it is the first outlet that established in college. The prices of food it charge are slightly cheaper than other outlets outside the campus. Although the menu that it offers are comparatively limited compare to other outlets but all their signature dishes such as Pappa bun, Pappa cham, roti bakar and etc are still selling in the campus outlet.
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