Download - KFC Satisfaction
CUSTOMER SATISFACTION LEVEL TOWARD
FACILITIES AT THE KFC
AMIRA BINTI MISDAR (2012738515)
HATIKA BINTI MEGAT JAMIL (2012959065)
NUR ARINA BINTI NURUL ‘AKLA (2012918743)
NUR FATHANAH BINTI MOHAMAD ZAKI (20127538966)
RESEARCH OBJECTIVES
To investigate if the KFC provide sufficient facilities.
To know the satisfactions of UiTM students on the facilities provided by KFC.
To study if the UiTM students are satisfied with the environment at KFC.
PROCEDURAL METHODS
SAMPLING DESIGN
simple random sampling
DATA ANALYSIS
SPSS & EXCEL
DATA COLLECTION
questionnaire
QUESTIONNAIRE ITEMS
Part A & Part B
DEMOGRAPHIC SECTION
MALE FEMALE0
5
10
15
20
25
8
22
GENDERNumber of re-spondents
26.7 %
73.3 %
DEMOGRAPHIC SECTION
20 21 22 23 24 250
2
4
6
8
10
12
14
AGENumber of respondents
years
6.7 %
43.3 %
33.3 %
6.7 % 6.7 % 3.3 %
DEMOGRAPHIC SECTION
ALONE PARTNER MORE THAN 2 PERSONS0
5
10
15
20
25
30
1
5
24
HOW MANY FRIEND(S) OR COMPANIONS DO YOU BRING ALONG WHEN DINING AT THE KFC?
Nu
mb
er
of
resp
on
de
nts
3.3 %
16.7 %
80.0 %
DEMOGRAPHIC SECTION
189
3
HOW OFTEN DO YOU VISIT KFC?
ONCE A MONTH
TWICE A MONTH
MORE THAN TWICE A MONTH10 %
30 % 60 %
DEMOGRAPHIC SECTION
SET VALUE
SET SIZE
TASTE
PRICE
OTHERS
0 2 4 6 8 10 12 14
12
3
13
2
0
WHAT DO YOU LIKE THE MOST ABOUT KFC? Reasons
Number of respondents
(0 %)
(6.7 %)
(43.3 %)
(10 %)
(40 %)
SATISFACTION TOWARDS FACILITIES
Strongly disagree Disagree Agree Strongly agree0%
10%
20%
30%
40%
50%
60%
70%
80%
ENVIRONMENT IN KFC ARE VERY CLEAN AND COMFORTABLE
0(0%)
0(0%)
22(73.3%)
8(26.7%)
Strongly disagree
Disagree Agree Strongly agree
0%
10%
20%
30%
40%
50%
60%
70%
KFC PROVIDED INTERESTING DECORATION
KFC provided interesting decora-tion
SATISFACTION TOWARDS FACILITIES
SATISFACTION TOWARDS FACILITIES
Strongly disagree Disagree Agree Strongly agree0%
10%
20%
30%
40%
50%
60%
70%
THE LIGHTING IS GOOD
SATISFACTION TOWARDS FACILITIES
Strongly disagree Disagree Agree Strongly agree0%
10%
20%
30%
40%
50%
60%
TABLES AND CHAIRS PROVIDED ARE SUFFICIENT
SATISFACTION TOWARDS FACILITIES
KFC PROVIDED SUFFICIENT TO TAKE ORDER AND PAYMENT
Customers’ choice
Strongly Disagree
Disagree Agree Strongly Agree
Percentage (%)
6.7 23.3 60.0 10.0
No. of customer
2 7 18 3
SATISFACTION TOWARDS FACILITIES
SATISFACTION TOWARDS FACILITIES
SATISFACTION TOWARDS FACILITIES
STRONGLY DISAGREE
DISAGREE AGREE STRONGLY AGREE0
2
4
6
8
10
12
14
0
3
1314
SINKS ARE AVAILABLE AT EACH FLOOR
0.0 %
10.0 % 43.3 % 46.7 %
SATISFACTION TOWARDS FACILITIES
STRONGLY DISAGREE DISAGREE AGREE STRONGLY AGREE0
5
10
15
20
25WASHROOMS ARE IN GOOD CONDITION
00%
413.3%
2170%
516.7%
SATISFACTION TOWARDS FACILITIES
Series1
THE TEMPERATURE IN THE RESTAURANT IS COMFORTABLE
Customers’ choice
Strongly Disagree
Disagree Agree Strongly Agree
Percentage (%)
0.0 30.0 36.7 33.3
No. of customer
0 9 11 10
SATISFACTION TOWARDS FACILITIES
Series10%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
THERE IS GOOD INTERNET ACCESS IN KFC
Strongly Disagree DisagreeAgree Strongly Agree
30100.0%
00%
00%
00%
SATISFACTION TOWARDS FACILITIES
0%
10%
20%
30%
40%
50%
60%
70%
80%
DRIVE-THRU FACILITY IS GOOD
Strongly DisagreeDisagreeAgreeStrongly Agree
2376.7%
26.6%
516.7%
00%
SATISFACTION TOWARDS FACILITIES
0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%
THE DRIVE-THRU SOUND SYSTEM IS CLEAR
Strongly DisagreeDisagreeAgreeStrongly Agree
0 (0%)
24 (80.0%)
5 (16.7%)
1 (3.3%)
SATISFACTION TOWARDS FACILITIES
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0%
THERE ARE ENOUGH PARKING LOTS FOR VEHICLES Strongly Agree
Agree
Disagree
Strongly Disagree00%
26.7%
1963.3%
930.0%
SATISFACTION TOWARDS FACILITIES
CONCLUSIONBased on the study, we can conclude that more respondents prefer going to KFC Stadium Sultan Muhammad Iv, Kota Bharu Kelantan because of :
Environment in KFC are very clean and comfortable.
Drive-thru facility is good.
Drive-thru sound system is clear.
CONCLUSION
However, the most unsatisfied facilities are :
There is no internet access provided by the KFC
Insufficient parking space provided for vehicles.
DEMOGRAPHICMost of our selected respondents are female
respondents.
The highest number of respondents is the 21 years old students.
The respondents selected will bring at least 2 persons when they go to the KFC
The respondents mostly visit KFC only once a month.
There is no other reason of why the respondents go to KFC other than the set value offered by
KFC, KFC set size, the taste of food at KFC and the price list by KFC.
S
All the respondents agree that environment in KFC are very clean and comfortable.
Most of the respondents agree that KFC Stadium Sultan Muhammad IV has an interesting decoration.
The lighting at the KFC also good.There are 8 respondent said that the tables
and chairs provided are not sufficient.Only 1 respondent out of 30 selected
respondents said that at the KFC, the seating arrangements are uncomfortable.
ATI SFACTI ONTOWARDSFACI LI TI ES
S
Most of the respondents agree that KFC provided sufficient counter to take order and payment.
The menu board easy to read is agreed by most of respondents.
Out of 30 respondents, 2 of them strongly disagree that the availability of sauces is enough.
Most of respondents strongly agree that KFC provide sinks at each floor.
Majority of the respondents agree that the washrooms are in a good condition.
ATI SFACTI ONTOWARDSFACI LI TI ES
S
More than half of respondents agree on the statement that the temperature in the restaurants is comfortable.
All the respondents strongly disagree about there is a good internet access in KFC.
There is no respondent who strongly disagree that the drive-thru facility is good.
Only one respondent conclude that the drive-thru sound system is not clear.
None of the respondents strongly agree that there is enough parking lots for vehicle.
ATI SFACTI ONTOWARDSFACI LI TI ES
RECOMMENDATION
The KFC Stadium Sultan Muhammad IV should always maintain their cleanliness.
KFC should provide an internet access to attract more students to come to their KFC.
KFC should maintain their delicious taste of food served.
KFC should offer more set value with affordable price.
R
Website of KFC in Malaysia
http://www.kfc.com.my/about-kfc-malaysia.php
Website of KFC in Kelantan.
http://www.kfc.com.my/jom-kelantan.php
History of KFC in the world.http://en.wikipedia.org/wiki/KFC
EFERENCES
THANK YOU