A Report on a Comparison of Customer Service of Fast Food Restaurants in Malaysia: Kfc Versus Mcdonald’s

Food chain industries are starting to realize the significance of service quality and how it affects customers’ satisfaction. Customer dissatisfaction occur all the time whether it is something as simple as getting the wrong order at a fast food chain restaurant or a service complaint at an expensive restaurant. A customer must be the priority of every business around the world because customers are the ones to buy the goods and services (Lesley & Faure, 1992). According to Thompson (2014), everyone working in the food chain industry will have to deal with customer dissatisfaction at some point in their career, how you handle those dissatisfaction makes all the difference.

The literature review essay attempts to assess secondary information sources on the aspect of customer satisfaction within the Wal-Mart Corporation. The problem statement clarifies the operations of Wal-Mart in which the company undertakes measures in maintaining a large customer base, excellent products and services, and a satisfied stakeholder foundation.

The observation companies in this paper would be Verizon Wireless and Time Warner Cable. Both of the companies are in the similar industry, both of them are telecommunication providers. I am currently a customer of Verizon Wireless and Time Warner Cable for four and three years respectively. The customer service is a critical part of any business operation that involves customer as they need to keep customer’s satisfaction to ensure that they are able to make revenue. The observation of customer service in this paper is based on the experience with dealing both of the company’s customer service over the phone, and over the social media. The customer service through the social media is popular in the past few years. The paper will discuss

The purpose of this summary is to show what was researched after completing and analyzing the results from the McDonalds Edwardsville, Il location. Most of the results showed satisfaction in our store. However, one of the five surveys taken showed a dissatisfaction in the location. This may seem alarming, being only that this individual showed dissatisfaction can mean they may not think highly of McDonald’s in the first place. Others relatively showed the same satisfaction towards the quality of service and entrées. Three out of the five individuals showed they would visit the location again. This may show they are regulars and they would still continue to come to this location, or they were completely satisfied to return again. For the two other dissatisfied customers will be an area of focus on improving this location. We will look into this as in cleanliness of the store, employee presence and helpfulness to customers. One individual who decided not to provide anymore information could have been a visiting customer who we can take into consideration. We may see regulars as not noticing the flaws in the location because they are constantly coming in and ignoring details. We also noticed cleanliness was all relatively the same through all individuals. Analyzing the results, cleanliness and customer satisfaction will be our main focus on improvements. Customers who would visit the location showed interest in returning to this location which can mean steady

Kentucky Fried Chicken is a very famous chain of quick-service chicken restaurant that started from Louisville, Kentucky. The company is became a sub-brand of Yum Brands in the year 2002 and benefitted greatly from the position and brand value of Yum foods. In the past, KFC chain of restaurants grew at a very fast pace and has become today one of the largest chicken restaurants chain in the world.

The analysis done at 5% significance lever show that overall customer satisfaction was significantly related to average meal price and the type of restaurant. The regression equation show that an increase in meal expenditure means the more the customer is satisfied. The multiple regression equation indicates that Italian customer is more satisfied compared to seafood restaurant.

The Food and Beverage service wraps the knowledge, technique and skills essential for those studying and working at different levels in the food and beverage sector. The operations in this department are constantly improving and developing over the years together with progress in the quality as per the ever changing customer needs and industry demands. The long established perspective of food and beverage service was considered as just a delivery process with customer being recognized as a pliant recipient of service. But now, the vision has changed to a much broader and wider extent. The customer is now seen as a prime center to the process and has an active participation in it. Accordingly, to identify the guest’s expectations has become very critical for the success of this industry.

This is perceived to be the most critical measure for operation performance at McDonalds placing in certain solution to customer problems and improving McDonald’s current level of satisfaction. The McDonalds managers believe that observing at the time of service and talking to the customers on real-time serves as crucial element of monitoring satisfaction level of McDonald’s customer. McDonalds believe that great customer satisfaction as well as information is a valuable decision making tool as the McDonalds customer remains on the restaurant premises, encourages McDonalds  employees and managers to be responsive and communicative with customers. Amiably, feedback from McDonald’s customers after their visit, such as fax and letters is also considered as an important indicator of guest satisfaction. The real-time decision-making is implemented by McDonalds operating departments that have large degree of customer interface such as fast food services and the customer relations, as there is service delivery at McDonalds involving high degree of customer interface as McDonalds managers prefer to monitor customer satisfaction using ways of communication and observation by personal presence. As Fisher (1992, p. 21), argue that setting standards for performance measures may impose conflicts with continuous improvement at McDonalds as he noted that, ‘if standards were not carefully set, they had the effect of setting norms rather than

We live in a culture where we want everything fast and easy, and in recent years we have seen the fast and casual restaurant business increase. This fast and casual increase has not just been in the pizza market, but in Mexican, Chinese, burgers, etc. Fast-casual has become the new buzz word. Independent pizza chains have fared worse than the larger pizza chains with sales declining by 5%, but the larger pizza chains showing growth of almost 3.8%. A case study on competitive service quality improvement (CSQI) in the fast food industry was conducted and the results revealed aspects of service, rather than product, were key in differentiation in the saturated market This is not surprising since it becoming more and more difficult to differentiate product. The competitive advantage opportunity lies within the ability to personal and accommodate the customer's experience (Seok-hoon, Yong-pil, 2004). Changes in the next decade will center around increased technology for improving the customer experience along with providing fast and easy service. Pizza chains will focus on quick service while maintaining quality that includes fresh ingredients, and ramping up the delivery

Customer preferences are important concept within services marketing theory. According to my review, service quality have significant relationship with customer preferences. Their finding indicates that the service quality provided by staff is fundamental and crucial to the customer satisfaction in the restaurants. Furthermore, customers will choose the restaurants based on their satisfaction level. In another study by Cronin and Taylor (1992), the study have shown the perceived service quality can greatly affect customers’ satisfaction and customer preferences. Many restaurants out there will pay more attention on service quality because it will directly influencing the customer preferences which will lead to customer revisit and customer will become loyalty to the restaurants. And will directly affect he restaurant revenue. In addition, Yüksel & Yüksel (2002) stated that service quality had the most significant impact on dining satisfaction at the aggregate market

EXECUTIVE SUMMARY This report provides an in-depth analysis of the conduct of a market research project exploring customer expectation, satisfaction and behaviour in relation fast food restaurants. Particular attention is paid to Subway restaurants outlining the key strategies needed in order to increase popularity and therefore visitor numbers.

A fast food restaurant chain that expert in fried chicken and is headquartered in Louisville, Kentucky, United States name Kentucky Fried Chicken (KFC). It is the world most across the board chicken restaurant chain which offers administrations to more than 12 million customers in 120 countries everywhere throughout the world. The organization is a subsidiary of Yum! Brands. KFC was presented by Colonel Harland Sanders in the early 1930’s. Colonel Sanders run a restaurant at the place where he grew up, Kentucky. He achieved celebrity status in 1952, when he chose to establishment his celebrated Kentucky Fried Chicken recipe mixes, and the primary "Kentucky Fried Chicken" establishment opened in Salt Lake City, Utah in 1952. Marking himself "Colonel Sanders", the author turned into a noticeable figure of American social

Data was analyzed by quantifying respondents’ responses of their levels of agreement with the statements that were used to evaluate students’ expectations of service quality at university hostels and perceptions of service quality at dining rooms. The levels of service quality expectations and perceptions were quantified by calculating the average scores on each statement. Scores obtained from calculating the averages for expectations were subtracted from the scores obtained from customers’ perceptions on each statement.

Kentucky Fried Chicken (KFC) is a popular fast food chicken restaurant chain around the world. (Bell, Shelman, 2011) It is one of the subsidiary of Yum Brand. This company also operates the Pizza Hut and Taco Bell. (Yum! Brands, Inc, 2016) KFC was founded by Harland Sanders in 1952. (Bell, Shelman, 2011) Sanders was successful in creating the brand, even the logo of KFC brand is the portrait of him. He became a notable figure in American history thanks to his great contribution on creating KFC brand. Nowadays, KFC becomes more and more popular, the sales ranking of KFC was the 11th among the worldwide restaurant brands. (The QSR 50, 2015) The sales of KFC in 2014 was 4200 million dollars. (Details in Appendix 1) It means KFC has a large quantities of consumption needs. Actually, KFC has 14,577 restaurants around the world and 70% of them are located outside America (Yum Brand Annual Report, 2015). The restaurant profit was increased year by year from 2013 to 2015. (Details in Appendix 2) Therefore, it is potential to enlarge the customer base by analyzing consumer behaviors.

KFC is the fast food franchise of my choice, it is well known for its “Finger Licken Good” chicken food products that attract a wide target market across South Africa and many other countries. Its well-known brand is marketed well through television, radio, billboard advertisements and many more, but what actually attracts the customers is the original taste and variation of chicken pieces served at all these KFC franchises. Not only, is KFC tending to the needs of the stakeholders, but it has also been paying close attention to corporate social responsibility in the community, through its “Add Hope” campaign. Thus making it a worthy franchise to support, however there are many struggles