Conclusion

Based on the observation, I would like to conclude that, all customers were eating more than 15 minutes in PappaRich. Everyone were dine in at the outlet but non of them were take away. In addition, they are also enjoying chatting with friends and families while having meal. Some of the customers browsing internet by using handphone or Ipad in the outlet. Most of the customers ordered Nasi lemak and curry laksa. Besides, majority of them prefer to order PappaRich coffee.

Based on the interview result, I found out the customers would like to go with their friends, families and colleague. This may due to the environment in the outlet is comfortable for chatting with friends and all of them rate the outlet is clean. Besides, many of them prefer to have lunch, tea time or dinner in PappaRich. All of them at least stay in the outlet for an hours which is match with my observation stated earlier. The food serving is consider fast as majority of them rate within 15 minutes. However, half of customers rate the food is normal and another half said is delicious. Customers opinion towards the service provided in the outlet is normal. Overall, the customers are satisfy with PappaRich.

Lastly, there are 5 parts in this blog including introduction, observation on activities done by customers, interview customers preference and satisfaction, photo of PappaRich outlet and conclusion.

Photo taken in PappaRich Outlet Centro Mall, Klang

This is the front view of the PappaRich outlet. The staffs were prepared the food and beverages through open concept. This allow customers to see the staffs preparing the PappaWhite Coffee, Roti bakar and others on the spot.

 PappaRich  has 2 seating arrangement. This is another seating place opposite PappaRich outlet.

The photo was taken from second floor.

This is the PappRich Menu

The staff is placing an order after he received customer order

There is a beep button beside the number. Customers can press this button as the staff would come over. This made placing order and paying bill easily.

Interview about customer preference and satisfation on PappaRich

Research Question

What is the customers preference at PappaRich?

Are the customers satisfied to dine in at PappaRich?

Research Objective

To Know the customers preference at PappaRich.

To determine the customers satisfaction at PappaRich.

To interview 10 PappaRich customers regarding their preference ans satisfaction toward PappaRich.

Research Method

1.To conduct an interview with customers in PappaRich Outlet.

2. To find out the customers preference and satisfaction to dine in at PappaRich through several question as below:

a) How often do they visit PappaRich?

b) When do they prefer to have meal in PappaRich?

c) Whom do they accompany when they visit PappaRich?

d) How long do they spend in PappaRich?

    e) Is the food and beverages in PappaRich delicious?

    f) How do they think they environment in PappaRich?

    g) Are the staffs provide good customers services?

    h How long do they wait for the food to be served

    i) Do they satisfy to dine in PappaRich

3.Sampling Method

a) Population- All PappaRich outlet in Malaysia

b) Sampling Frame- In Klang Valley

c) Sampling Unit

      -Outlet at Malls (Primary)

      -Weekday customers (Secondary)

      -Tea time 3pm-6pm (Tertiary)

4. Sampling technique

-  Using non-probability samping, Quota basis by interviewing 10 customers in PappaRich.

Besides observation, I conducted an interview in PappaRich outlet to understand the customers preference and satisfaction toward pappaRich. 

I have written down the conversation of the interview and I would like to re-write it in an appropriate sentences for the analysis. Below are the interviewee responses.

Interviewee 1

I had interview a male customer and the dialog of interview is as below :

He would normally come to PappaRich around 5 times per month.

He prefer to have meal at PappaRich either lunch or dinner.

Normally he would come with friends but not alone.

If lunch time he would spend 1 hour but dinner he would have stay more than 3 hours.

For the food normally he order noodles or rice, he said is depend.

For the beverages usually he would order PappaRich White Coffee

He said the food and beverages is normal only.

He said the environment is quite ok for gathering with friends and having appointment and is clean.

For the customer services he said is normal only.

How long does he wait for the food, he said is not very slow when I ask is consider fast he said is ok only.

Overall, he rate the satisfaction is OK only.

Interviewee 2

I interviewed 1 uncle who is sitting alone and the conversation is as below:

He come to Papparich once a week.

He prefer to have meal at PappaRich during lunch time.

Normally he would come alone sometimes with friends.

He would spend 1 hour to have lunch at PappaRich

For the food normally he order Nasi Lemak.

For the beverages usually he would order White Coffee.

He said the food and beverages is ok.

For the environment he said yes is clean and atmosphere is good.

For the customer services he said they are good.

How long does he wait for the food, he said is about 10 minutes

Is he satisfy with PappaRich, he said yes.

Interviewee 3

I interviewed 2 female customers and the dialog is below

Female 1

She comes to Papparich Once a month.

She prefer to have meal at PappaRich during tea time.

Normally she would come with her friends.

She would spend more than 1 hour sometimes 3 hours for tea time.

For the food she normally order Papparich Toast or Roti Bakar.

For the beverages Usually she would order Coffee or desert like Cendol.

She said the food and beverages is Normal.

For the environment she said is clean and comfortable for eating.

For the customer services she said is quite ok

How long does she wait for the food, she said is fast within 15 min but depends.

Is she satisfy with PappaRich, she said still satisfy.

Interviewee 4

Female 2

She come to Papparich Once a month.

she prefer to have meal at PappaRich during tea time.

Normally she would come with her friends.

She would spend more than 2 hours .

For the food she seldom order but drinks only.

For the beverages usually she would order Coffee.

She said the food and beverages is nice.

For the environment she said is clean and comfortable for chatting.

For the customer services she said is normal nothing special.

How long does she wait for the food, she said is fast within 10 min but depends.

Is she satisfy with PappaRich, she said satisfy.

Interviewee 5

I interviewed 1 female and conversation as below:

She seldom comes to Papparich not often once a month.

She prefer to have meal at PappaRich during breakfast or tea time.

Normally she would come alone.

She would spend within 1 hour.

For the food she order nasi lemak or laksa.

For the beverages usually she would order Coffee.

She said the food and beverages is delicious.

For the environment she said is clean.

For the customer services she said is quite nice.

How long does she wait for the food, she said is fast within 15 minutes.

Is she satisfy with PappaRich, she said satisfy.

Interviewee 6

I interviewed a male customer and dialog is as below:

He not often come to PappaRich normally once in a month or 2 months only on occasion if he passes by.

He prefer to have meal at PappaRich during lunch time or dinner.

Normally he would come with family.

He would spend 1 hour  at PappaRich.

For the food normally he order Nasi Lemak.

For the beverages Usually he would order Coffee.

He said the food and beverages is normal.

For the environment he said yes is clean

For the customer services he said they provide normal service.

How long does he wait for the food, he said not so slow but depend whether have many customers in the same times. Average 15 minutes.

Is he satisfy with PappaRich, he said satisfy.

Interviewee 7

I Interviewed a male customer dialog as below:

He often come to PappaRich 2 weeks once.

He prefer to have meal at PappaRich during dinner.

Normally he would come with collegue.

He would spend  more than1 hour  at PappaRich.

For the food Normally he order Laksa or cury mee.

For the beverages Usually he would order  Coffee.

He said the food and beverages is delicious.

For the environment he said yes is clean

For the customer services he said they are ok.

How long does he wait for the food is fast within 15 minutes.

Is he satisfy with PappaRich, he said satisfy.

Interviewee 8

I interviewed 1 female and dialog as below:

She seldom come to PappaRich

she prefer to have meal at PappaRich at dinner.

Normally she would come with family.

She would spend within 1 hour.

For the food she order Keoy Teow.

For the beverages Usually she do not order.

she said the food and beverages is normal

For the environment she said is clean.

For the customer services she said is helpful.

How long does she wait for the food, she said is fast within 15 to 20 minutes.

Is she satisfy with PappaRich, she said satisfy.

Interviewee 9

I interviewed 1 female and dialog as below:

She seldom comes to PappaRich.

She prefer to have meal at PappaRich at lunch.

Normally she would come with colleague.

She would spend within 1 hour.

For the food she order curry laksa.

For the beverages usually she order white coffee.

She said the food and beverages is consider delicious.

For the environment she said is clean.

For the customer services she said they are friendly.

How long does she wait for the food, she said is fast within 15 minutes.

Is she satisfy with PappaRich, she said satisfy.

Interviewee 10

A male customer

He comes to PappaRich once a week.

He prefer to have meal at PappaRich during lunch time or dinner

Normally he would come with colleague.

He would spend 1 hour  at PappaRich.

For the food normally he order Nasi Lemak.

For the beverages usually he would order  cendol.

He said the food and beverages is delicious.

For the environment he said yes is clean.

For the customer services he said they provide normal service.

How long does he wait for the food, he said consider fast within 15 minutes.

Is he satisfy with PappaRich, he said satisfy.

I have sumarise all the interviewee answer into pie chart

a) How often do you visit PappaRich?

There are 10 % of customers dine in PappaRich more than once a week which is very often. Besides, 20% of customers visit less often around once a week. There are another 40% of customers visit once or twice a month that consider less often. Lastly, 30% of customers seldom dine in PappaRich which is not a regular customer.

b) When do you prefer to have meal in PappaRich?

There is only 1 customers would like to have breakfast in the outlet This is due to the outlet is inside the mall so less customers would go early in the morning. Besides, 5 of them prefer to have lunch and dinner at PappaRich. Lastly, there are 3 customers would like to have tea time in the outlet. The result is more than 10 because some of the interviewer had mention more than 1 answer.

c)  Whom do you accompany when u dine in at Papparich?

There are 20% of customers would go with their family when having meal in the outlet. Besides, there is 10% of customer having meal alone. Lastly, 40% of customers are going with friends and another 30% of them are going with colleague. 

d)  How long do you spend in PappaRich?

There are 70% of customers is likely to spend 1 hour in the outlet. Another 10% of customers would spend 1 or 2 hours in PappaRich. Lastly, only 20% of them would spend more than 3 hours.

e) Is the food and beverages delicious in PappaRich?

There are 50% of customers rate the food is normal. 10% of them says the food is nice and another 40% of customers rate the food as delicious.

f)   Is the environment in PappaRich clean?

100% of customers agree the environment is clean in PappaRich.

g)     How is the customer service in PappaRich?

There are 40% of customers says the customer service is normal and 20% of them says is Okay. Besides, there is only 10 % of each says is good, nice, helpful and friendly.

h)  How long do you wait for your meal to be served?

There are 20% of customers saying the food is served within 10minutes. Another 60% of them saying the food is served within 15 minutes and 10% of them saying 15 to 20 minutes. However, there is 10% customers does not indicate the time but says ok.

i)   Overall, do you satisfy with PappaRich?

Overall, 10% of customers saying Ok for the satisfaction and 90% of customers are satisfy with PappaRich.