Result Analysis (Conclusion)

I will use point method to analyse the customer satisfaction level at McDonald's Taman Melati for each of the category.

A 'Yes' answer will gain 1 point for customer satisfaction and a 'No' answer will gain 0 point for it.

In the face-to-face interview, I have classified the 20 questions into 5 categories which are food related question, cleanliness related question, customer service related question, staffs' attitude related question and overall satisfaction related questions.

Each of the category consist of 4 questions. The total point of each category is 80 points (4 questions x 20 customers) Expect for the overall satisfaction related question category. The total point is 60 because its only consist of 3 Yes or No questions and the other 1 is a comment question.

The more point for the category its get, the higher level of customer satisfaction on that category. 

So, let's start the analysis! 

For food related questions category, its has 72 'Yes' answers.

Therefore, it gained 72 points over 80.

Calculation: (Q1+Q2+Q3+Q4)= (17+18 +18+19) =72 (please refer to previous post)

For cleanliness related question category, its has 64 'Yes' answers.

Therefore, it gained 64 points over 80.

Calculation: (Q5+Q6+Q7+Q8)= (18+19 +15+12) =64

For customer service related question category, its has 62 'Yes' answer. 

Therefore, it gained 62 points over 80.

Calculation:  (Q9+Q10+Q11+Q12)= (20+19 +7+16) =62

For staffs attitude related question  category, its has 68 'Yes' answers.

 Therefore, it gained 68 points over 80.

Calculation:  (Q13+Q14+Q15+Q16)= (17+18 +14+19) =68

For overall satisfaction related question category, 

the total point is 60. It considered have 3 questions because the last question (Q20) is a comment question. (Refer to post below)

Its has 60 'Yes' answer. Therefore, its gained 60 points over 60.

All of the points will be converted into percentage(%) in order to make a overall conclusion on customer satisfaction level of McDonald's Taman Melati. 

As you can see, the customers at McDonald's Taman Melati are most satisfied with the food quality provided (90%) and followed by staffs' attitude(85%), cleanliness (80%)and customer service (77.5%). The customer service category gain the lowest percentage among other category may probably because of the weak WiFi service provided by McDonald's Taman Melati which only gain 7 'Yes'. 

Despite the weak WiFi service provided, the customers are still satisfied with the services, environment,  staffs and food quality provided at McDonald's Taman Melati. This is because the overall satisfaction at McDonald's Taman Melati hit 100%. All the 20 customers were responded that they are willing to patronise at McDonald's Taman Melati again and will probably recommend McDonald's Taman Melati to a friend. 

As a conclusion  the customer satisfaction level at McDonald's Taman Melati is considered high. The McDonald's Taman Melati is having a good customer satisfaction standard as all of the categories are able to achieve more than 75% over 100%.

Besides that, there are several improvements can be done in order to increase the customer satisfaction at McDonald's Taman Melati. 

According to the feedback gathered, McDonald's Taman Melati should provide more tables and chairs for their customers to dine in. Besides, the staffs should always ensure the sauces counter is provided sufficient sauces for the customers. Moreover, McDonald's Taman Melati should improve its WiFi to become more stable. Lastly, McDonald's Taman Melati should also provide more parking slots for their customers. Therefore, by doing all these, it may increase its customer satisfaction. 

Face-to-Face Interview Part 2 (Result)

There are total 20 face-to-face interviews were conducted with 20 customers with 20 questions at McDonald's Taman Melati. Each of the interview took about 4-5 minutes to complete. 

Food related questions:
Q1. Is the food served hot and fresh?

There are 17 customers responded 'Yes' the food is served hot and fresh. However, there are 3 customers responded 'No'.

Q2. Is the quality of food good?

There are 18 customers responded 'Yes' the food is in good quality and 2 customers responded 'No'.

Q3. Are the food tasty and flavourful?

There are 18 customers answered 'Yes' the food is tasty and flavourful and 2 customers answered 'No'.

Q4. Is the menu board easy to read and understand?

There are 19 customers responded 'Yes' the menu board is easy to read and understand. Only 1 customer responded 'No'.

The cleanliness related questions:

Q5. Is the restaurant clean?

There are 18 customers answered 'Yes' that the restaurant is clean. However, there are 2 customers answered 'No'.

Q6. Are the food order counters clean?

There are 19 customers responded 'Yes' the counters are clean and 1 customer responded 'No'.

Q7. Are the tables and chairs at McDonald's Taman Melati clean? 

There are 15 customers responded 'Yes' that the chairs and tables at McDonald's Taman Melati are clean. However, there are 5 customers responded 'No'.

Q8. Are the wash rooms of McDonald's Taman Melati clean?

There are 12 customers responded 'Yes' the wash rooms of McDonald's Taman Melati are clean. However, there are 8 customers responded 'No'.

The customer service related question:

Q9. Do your food order been placed correctly?

For this question, all the customers responded 'Yes' that their order is place correctly.

Q10. Do the food waiting period short?

There are 19 customers responded 'Yes' the food waiting period is short. However, there is 1 customer responded 'No'.

Q11. Do the WiFi of McDonald's Taman Malati good?

There are only 7 customers responded 'Yes' the WiFi of McDonald's Taman Melati is good. Another 13 customers were responded 'No'. It may indicate that the need for improvement  of WiFi at McDonald's Taman Melati.

Q12. Are the availability of sauces and utensils were good?

There are 16 customers answered 'Yes' that the availability of sauces and utensils are good and 4 customers answered 'No'.

Staffs' attitude related question: 

Q13. Are the staffs patient to take your order?

There are 17 customers responded 'Yes' that the staffs of McDonald's Taman Melati is patient when taking their order. However, there are 3 customers responded 'No'.

Q14. Are the staffs friendly and politely?

There are 18 customers responded 'Yes' the staffs are friendly and 2 customers responded 'No'.

Q15 Are the staffs speak clearly to you?

There are 14 customers responded 'Yes' the staffs clearly. However  there are 6 customers responded 'No'.

Q16. Are the staffs brought your bill without errors?

There are 19 customers responded 'Yes' the staffs brought their bill without errors and 1 customer responded 'No'.

Overall Satisfaction related questions:

Q17. Are you satisfied with your recent purchase?

All the 20 customers were responded they are satisfied with their recent purchase.

Q18. Will you patronise McDonald's Taman Melati agian?

All the 20 customers were also responded 'Yes' to patronise McDonald's Taman Melati again.

Q19. Would you recommend McDonald's Taman Melati to a friend?

All the 20 customers responded that they will recommend McDonald's Taman Melati to a friend.

Q20. Do you have any comments for improvement in order to increase customers satisfaction at McDonald's Taman Melati?

There are 10 customers provided me their improvement comments for McDonald's Taman Melati. 

The comments are listed below:

Customer 1: Provide more parking slot.

Customer 2: Improve the cleanliness.

Customer 3: Provide more tables and chairs.

Customer 4: Provide more tables for dining.

Customer 5: Provide more space for customers to dine in.

Customer 6: Open more counters

Customer 7: Improve the cleanliness of toilet and provide more tables and chairs.

Customer 8: Please ensure the sauces is provided sufficiently all the time.

Customer 9: The staffs should be improved by speaking louder and clearly.

Customer 10: Increase the speed of cleaning of tables during the time of 12pm to 3pm.  

Face-to-Face Interview Part 1

The 20 face-to-face interviews were also conducted on the other day after the completion of observation 1,2 and 3.

There are total 20 questions will be asked to 20 customers during the face-to-face interview at McDonald's Taman Melati.  

Most of the questions are set as Yes or No  answer based question. 

The purpose of doing this is to shorter the interview time and increase the willingness of customer at McDonald's Taman Melati to conduct face-to-face interview with me and yet collect accurate data from them. 

The questions are listed below-

Food related questions:

Q1. Is the food served hot and fresh?

Q2. Is the quality of food good?

Q3. Are the food tasty and flavourful?

Q4. Is the menu board easy to read and understand?

The cleanliness related questions:

Q5. Is the restaurant clean?

Q6. Are the food order counters clean?

Q7. Are the tables and chairs at McDonald's Taman Melati clean?  

Q8. Are the wash room of McDonald's Taman Melati clean?

The customer service related question:

Q9. Do your food order been placed correctly?

Q10. Do the food waiting period short?

Q11. Do the WiFi of McDonald's Taman Malati good?

Q12. Are the availability of sauces and utensils were good?

Staffs' attitude related question: 

Q13. Are the staffs patient to take your order?

Q14. Are the staffs friendly and politely?

Q15 Are the staffs speak clearly to you?

Q16. Are the staffs brought your bill without errors?

Satisfaction related questions:

Q17. Are you satisfied with your recent purchase?

Q18. Will you patronise McDonald's Taman Melati agian?

Q19. Would you recommend McDonald's Taman Melati to a friend?

Q20. Do you have any comments for improvement in order to increase customers satisfaction at McDonald's Taman Melati?

I was quite worried that I will not be able to conduct interview with 20 customers successfully at first due to the hectic period I went. 

But surprisingly, the customers were willing to conduct interview with me and each of the interview took about 4-5 minute to complete.

The results will be discussed in the next blog post.

Observation 3: Indoor food order process

Today I am going to discuss about my observation of food order process at McDonald's Taman Melati. 

The observation was conducted 2 hours.

There have 5 staffs working at the counter on that day. 

3 staffs to collect order and the other 2 for food preparation. 

All the staffs were dressed their uniform appropriately. 

Through the observation, the period of food order was took about 3-4 minutes per person which including food order and waiting time. 

Besides, there have at least 11 person order the spicy chicken McDeluex set and at least 5 person order McChicken burgur and McNugget set during the observation period.   

In addition, there were no food order errors occurred during the observation period. 

The staffs were friendly to take customers' order. Besides, there were also have some customers requested for refilling drinks at the counter and the staffs were also responded the customers' request by refilling the drinks for them. 

Observation 2

The Drive- Thru process of McDonald's Taman Melati. 

The video below is a take of order process at McDonald's Taman Melati through its Drive-Thru service. The Drive-thru process was recorded into 2 parts due to limited memory storage of the phone. It was recorded during the time of 12pm.  

Part 1:

Part 2:

As you can observe from the video, the Drive-Thru service is divided into 3 sections. Firstly, it is order section. Secondly, is payment section and followed by collect food section. From the observation, there have at least 1 employee work at each of the Drive-Thru section. The whole Drive-Thru process was took about 3-4 minutes to complete which is considered fast and effective. Each of the sections were took about 1 minute to conduct. In addition, the sound system of Drive-Thru was considered clear because I only placed my order once and without any repetitions. Furthermore, the staffs were friendly when taking my order. 

That is all for observation. Another observation will be update soon.

Observation 1: Environment

Today I went to McDonald's Taman Melati to conduct several observations.

The observations will be discussed below: 

The outside view of McDonald's Taman Melati. 

The McDonald's Taman Melati consist of Drive-Thru service. 

The counters. 

There have total 3 counters available at McDonald's Taman Melati for thier customer to place their order. 

The McDonald's Taman Melati selling 7 different types of burger such as McChicken, Spicy Chicken McDeluex, Filet-O-Fish, Double Cheesesburger, Big Mac,Quarter Pounder With Cheeses and Beef Burger. In addition, its also selling Chicken Mcnuggets, Ayam Goreng and Chicken porridge. 

Furthermore, there have 1 sauces counter available at McDonald's Taman Melati. 

The places for customers dining.

There have total 19 tables available at McDonald's Taman Melati. 

Moreover, the free Wi-Fi internet access service will also provided for its customers.

The pictures below show the lighting of the restaurant. 

The lighting in a restaurant is important because it influences how people see inside the establishment as well as achieve certain mood or tone.

The lighting of McDonald's Tama Melati is considered good and well-lighted. 

Its using yellowish lighting to create a comfortable environment for their customers. 

Next, the pictures below indicate the wash rooms condition at McDonald's Taman Melati. 

There have 1 female and 1 male wash room at McDonald's Taman Melati. 

Besides that, there also have 2 wash basins and one store room nearby the wash rooms.

The 2 hand drying machines and hand shampoo were located at both left and right hand side of the wash basin.

The Parking lots.

There have total 29 parking slots at The McDonald's Taman Melati. 

The motorcycle parking slots at McDonald's Taman Melati. 

That's all for the observation. Another observation will be upload soon. 

Background of McDonald's

Before the commencement of the investigation of customer satisfaction level at McDonald's Taman Melati, I would like to introduce the background of McDonald's. 

Background of McDonald's: 

McDonald's was began in 1940, with a restaurant opened by brothers Richard and Maurice McDonald at 1398 in San Bernardino, California. In the year of 1953, the restaurant gradually became famous. Richard and Maurice McDonald begin franchising their restaurant. In 1954, an entrepreneur and milkshake-mixer salesman, Ray Kroc, acquired the franchise of McDonald’s restaurant for outside California and Arizona. He opened his first and the overall ninth restaurant in Illinois, Chicago, and gave birth to Mc Donald’s Corporation.

Today, McDonald's Corporation is the world's largest  hamburger fast food restaurants which has around 33000 outlets  in 119 of countries such as Malaysia, Taiwan, United Kingdom,  Japan and so on.

History of McDonald's Malaysia:

During the year of 1980 (December), the  McDonald’s Corporation, USA has given Golden Arches Restaurants Sdn. Bhd. (GARSB) the permit to open McDonald’s restaurant in Malaysia. In the year of 1982,the first McDonald's in Malaysia  was located at Jalan Bukit Bintang, Kuala Lumpur.

Today, McDonald's in Malaysia has over 200 restaurants.

Research Topic: McDonald's Taman Melati

Hi all! Welcome to this blog! I am a year 1 students of Advanced Diploma in Human Resource Management at TAR College. I am currently doing a research on a franchise business for my college assignment. I have chosen McDonald's Taman Melati as my college assignment topic to investigate its customer satisfaction level. The purpose of this blog is to address my progress of the assignment.

In the preparation of this research, the two methods such as face-to-face interview and observation will be conducted to collect the information in order to investigate the customer satisfaction level of McDonald's Taman Melati effectively and accurately.

I will be going to the Taman Melati outlet to conduct my investigation by observing their daily business operation such as order process , drive-thru process as well as the environment of the restaurant . Besides, I will also conduct face-to-face interview with their customers on the spot in order to collect the data from their customers. 

In the investigation, the 4 aspects will be measured such as food quality, customer service, staffs' attitude and cleanliness of McDonald's Taman Melati. 

Please stay tuned. I will be going to update more post soon on this blog!