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




10%

20%

30%

40%

50%

60%

70%

THE LIGHTING IS GOOD



10%

20%

30%

40%

50%

60%

TABLES AND CHAIRS PROVIDED ARE SUFFICIENT

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


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 %


STRONGLY DISAGREE DISAGREE AGREE STRONGLY AGREE0

5

10

15

20

25WASHROOMS ARE IN GOOD CONDITION

00%

413.3%

2170%

516.7%


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


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%


0%

10%

20%

30%

40%

50%

60%

70%

80%

DRIVE-THRU FACILITY IS GOOD

Strongly DisagreeDisagreeAgreeStrongly Agree

2376.7%

26.6%

516.7%

00%


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%)


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%


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.


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.


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





http://en.wikipedia.org/wiki/KFC

THANK YOU

kfc satisfaction

Business

facilities kfc

selected respondents

facilities drive

half of respondents

female respondents

facilities environment

kfcthe respondents

facilities tables