Conclusion of Research

Table above show overall satisfaction by 20 respondents on service of Big Apple. 10 respondents voted in neutral in Big Apple service this may due to employees of Big Apple still have to improve in term of attitude. In order can increase customer satisfaction.  

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Table above show overall satisfaction by 20 respondents on value for price pay. 11 respondents voted in the price is affordable and 1 respondent voted in strongly agree. In contrast, during the questionnaires section, I have received some respondents comment on the price is a bit expensive. Maybe Big Apple can reduce the price of donuts or do some promotion to attract customer as well.

Table above show overall satisfaction by 20 respondents on Big Apple environment. 9 respondents voted in neutral. 8 respondents voted in agree and 3 respondents voted in strongly agree. This is because Big Apple have play some music during customer having their donuts and the lighting of Big Apple is comfortable for customer.

Table above show overall satisfaction by 20 respondents on Big Apple food quality control. 12 respondents voted in agree due to Big Apple have train their employee well. Besides, Big Apple ensure every outlet have the same tasty of donuts in order to satisfy customer. 

Table above show would customer will recommend Big Apple to friend. 9 respondents voted in strongly agree and 8 respondents voted in agree. This is because Big Apple food and services able to satisfy customer.  

Results from Questionnaire

Table above shows 2 respondents voted in much shorter than I expected and 5 respondents voted in shorter than I expected. Besides, 10 respondents voted in about what I expected. 3 respondents voted a little longer than I expected and this may due to busy hour when customer going. 

Table above is the does hungry influence respondents go to Big Apple for dining. 4 respondents voted in strongly agree. 7 respondents voted in agree and neutral as well. 2 respondents voted in disagree.

Table above is the does invited by other influence respondents go to Big Apple for dining. 4 respondents voted in strongly agree because they have gathering at Big Apple. Besides, 7 respondents voted in agree, 8 respondents voted in neutral and 1 respondent voted in disagree.

Table above is the does delicious food influence respondents go to Big Apple for dining. 3 respondents voted in strongly agree. Furthermore, 10 respondents voted in agree and 7 respondents voted in neutral due to customer have no comment on the donuts. 

Table above is the does decoration influence respondents go to Big Apple for dining. 3 respondents voted in strongly agree and 5 respondents voted in agree. Besides, 8 respondents voted in neutral and 4 respondents voted in disagree.

Table above is the does promotion influence respondents go to Big Apple for dining. 7 respondents voted in strongly agree, some customer only buy donuts from Big Apple when there have promotion. 8 respondents voted in agree. Lastly, 5 respondents voted in neutral.

 Table above is show Big Apple's menu has a good variety of items. 4 respondents voted in strongly agree and 6 respondents voted in agree. Lastly, 6 respondents voted in neutral.

Table above is show Big Apple's food is served hot and fresh. 5 respondents voted in strongly agree and 10 respondents voted in agree due to Big Apple focus on food quality and Big Apple want the food is serve on good condition. Besides, 4 respondents voted in neutral and 1 respondents voted in disagree.

Table above is show the Big Apple's food quality is excellent. 4 respondents voted in strongly agree and 11 respondents voted in agree. Lastly, 5 respondents voted in neutral.

Table above is show the Big Apple's food is tasty and flavorful. 3 respondents voted in strongly agree and 11 respondents voted in agree this is because Big Apple have send their staff to training.  Besides, 6 respondents voted neutral.

Table above is show the Big Apple food order was correct. 8 respondents voted in strongly agree due to Big Apple have many types of donuts so when taking order employees is careful and reduce the risk of taking wrong order from customer. Lastly, 8 respondents voted in agree and 4 respondents voted in neutral.

Table above is show Big Apple's employees are friendly. 2 respondents voted in strongly agree, 9 respondents voted in agree and 9 respondents voted in neutral. After pay money, employees will say thank you and hope you come again and make customer feel they is friendly. 

Table above is show Big Apple's employees are patient when taking customer order. 2 respondents voted in strongly agree and 8 respondents voted in agree due to Big Apple have many types of donuts so employees must have patient during customer taking order. Lastly, 10 respondents voted in neutral.

Table above is show Big Apple's employees speak clearly. 5 respondents voted in strongly agree and 11 respondents voted in agree. Beside that, 4 respondents voted in neutral.

Table above is show whether Big Apple served customer promptly. 7 respondents voted in strongly agree, 9 respondents voted in agree and 4 respondents voted in neutral.

Table above is show cleanliness of Big Apple. 11 respondents voted in strongly agree and 9 respondents voted in agree. Through observation we can noticed Big Apple is get A in cleanliness giving by government.

Observation 2

The video below show observation on 26.11.12 (5pm to 6pm)

Picture taken during observation 2

Picture above show there is many customer go Big Apple on 5.45pm.

Customer line up and buy donuts  

During the purchase process, customer can choose the donuts on the table 

When customer decide which donuts, the staff will put into box

The box will be giving according the number of donuts customer purchase. Picture above is the box only suitable for less than 2 donuts. 

Picture above we can notice Big Apple get A  in cleanliness giving by government

Through observation, Big Apple not only can attract Malaysian, it can also attract foreign tourists as well. 

Observation 1

The video below is the process of buying donuts on 26.11.12 (3pm to 4pm)

Picture taken during observation 1

Through the picture we can see on 3.25pm is not much people go Big Apple this may due to still is working hour. 

Picture above show the menu is clear and list the price to customer.

Welcome to Big Apple

Background of Big Apple

Big Apple Donuts & Coffee was established on the 2nd of May 2007. Its first store is located at The Curve. In addition, it starts to enlarge its business in almost all the major shopping malls across the countries, including Malaysia. Based on our finding, Big Apple Donuts & Coffee has 28 doughnut flavors and 20 types of beverage. When it first started, Big Apple Donuts & Coffee only has 8 staff members in its store, but the number of staffs have increased to 500 employees to date.Nowadays, Big Apple Donuts & Coffee has over 300 outlets at Malaysia.

Purpose of Research 

I am here to investigate customer satisfaction of Big Apple at Jusco, Wangsa Maju. In order to investigate customer satisfaction, I will be using two methods to conduct my research. I will use questionnaire as my main method to identify customer satisfaction, followed by observation to support my questionnaire. Besides that, 20 respondents are involved in this investigation. Furthermore, 4 aspects will be included which is waiting time of customer, reasons of dining in Big Apple, food quality and restaurant. Picture below is the example of questionnaire that I used to identity customer satisfaction.