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.