Results: Analysis of Customer Satisfaction at PappaRich

After conducting the interview with the students, I had analysed the data collected and the following section shows the analysis of graph for each interview question.

1.  Food

     (a) Does the menu board easy to read and understand?

   Graph 1.1 Easiness to Read and Understand the Menu

The graph in the above shows that out of the 20 respondents, there are 13 of them agree that the menu is easy to read and understand, whereas there are 4 respondents strongly agree with it. The reason provided by the respondents is that PappaRich has categorised each types of food on its menu board or listing clearly and neatly such as Rice, Noodles, Breads, Vegetarian and Drinks. Besides that, there are only 3 students feel neutral towards the question being asked.

     (b) Does the menu provide variety selection of food?

   Graph 1.2 Excellent Selection of Food

This graph shows the customer satisfaction level towards the selection of food offered by PappaRich. Surprisingly, more than half of the respondents which are 12 of them disagree that the restaurant does provide excellent selection of food. The students commented that PappaRich has set the types of food to be offered in the days of the week. For instance, prawn mee is only available on Friday, whereas fried rice is only available on Tuesday, Thursday and Saturday. Besides that, 6 and 2 of the students are neutral and agree respectively towards the question.

     (c) Is the food being served hot and fresh?

   Graph 1.3 Hot and Fresh Food Was Served

Based on the graph 1.3, it shows that most of the respondents which are 13 of them agree that the dishes at PappaRich are served hot and fresh. It also shows that only 2 students disagree with it and the rest 5 respondents just feel neutral. The students who disagree revealed that sometimes the soup noodles like Ipoh Kuey Teow was not served as hot as they expected.

     (d) Is the food being served in good condition and appearance?

   Graph 1.4 Good Condition's and Appearance's Food

The graph in the above presents that half of the respondents agree that the food was served in good condition and appearance. However, both 5 respondents disagree and feel neutral respectively towards the question being asked. The students who disagree with it revealed that, they have been served with half-boiled eggs which are still raw before this. 

     (e) Are the dishes tasty and delicious?

   Graph 1.5 Tasty and Delicious Dishes

As referred to the above, it presents that half of the respondents agree that the dishes were delicious and tasty whereas 8 respondents stand in neutral. However, there are 2 respondents disagree with it. The reason is that since there is no variety selection of food, they feel bored eating the same food and indirectly feel that the food is not tasty.

2.  Dining Environment

     (a) Is the restaurant clean?

   Graph 2.1 Cleanliness of the Restaurant

The graph in the above shows that more than half of the respondents which are 14 of them agree that PappaRich is a clean restaurant and 2 of 20 respondents strongly agree with it. The rest 4 respondents stand neutral on the cleanliness of PappaRich. Most of the respondents commented that the floor is very clean and the surrounding of the restaurant is also clean.

     (b) Is the lighting good?

   Graph 2.2 Good lighting

The graph in the above anlayses the level of customer satisfaction on the lighting of PappaRich. It reveals that 14 respondents disagree that the lighting of the restaurant is good. The respondents did comment that the light in PappaRich is quite dim and it is not an ideal place for assignment or homework discussion. On the other hand, 5 of them just feel neutral and only a respondent agree that the lighting is good.

     (c) Does the seating arrangement neat and comfortable?

   Graph 2.3 Neat and Comfortable Seating Arrangement

Based on the graph shown in the above, more than half of the respondents which are 14 of them not agree that seating arrangement at PappaRich was neat and comfortable. They commented that the spaces between each chair and table are narrow and it is difficult to move in the restaurant especially it was crowded with people during lunch time. The remaining 6 respondents stand for neutral for this criteria.

     (d) Does the temperature in the restaurant comfortable?

   Graph 2.4 Comfortable Internal Temperature

From the graph shown in the above, it reveals that there are exactly 10 people agree that they feel comfortable with the internal temperature at PappaRich, whereas 2 respondents strongly agree with it. On the other hand, both 4 respondents stand for disagree and neutral respectively when this question was being asked. 

     (e) Is the restaurant well-ventilated?

   Graph 2.5 Ventilation of PappaRich

As referred to the graph in the above, it shows that most of the respondents feel neutral towards ventilation at PappaRich. On the other hand, 7 and 1 of the respondents respectively agree and strongly agree that the restaurant was well-ventilated. 

3. Services

     (a) Are you seated promptly?

   Graph 3.1 Promptness

Based on graph 3.1, it presents that 11 respondents just feel neutral when they were asked whether they were seated promptly and 5 respondents disagree that they were seated promptly. They commented that this usually happens when there are many students dining at PappaRich and the staffs were very busy. However, there still have 4 respondents agree that they were seated promptly.

     (b) Is the waiting time short?

   Graph 3.2 Short Waiting Time

The graph in the above shows that out of 20 respondents, 12 of them are not agree that the waiting time was short. Most of these respondents commented that sometimes they have to wait for a long queue before they were seated. This is because there have no seat available in the restaurant. In addition, 6 and 2 of the respondents are neutral and agree respectively that the waiting time is short.

     (c) Does the food order correct and complete?

   Graph 3.3 Correct and Complete Food Order

The graph shows that 7 of the respondents agree that their food orders were correct and complete and a respondent strongly agree about it. However, there are 4 respondents disagree that their orders were correct and the remaining 8 respondents stand for neutral. The respondents revealed that the staffs may missed out certain order during the peak time.


     (d) Did your meal items were served correctly as ordered?

   Graph 3.4 Meal Items were Served Correctly as Ordered

Based on the graph, 8 of the respondents agree that the staffs served the meal items as ordered and one respondent strongly agree with it. On the other hand, there are 4 and 7 respondents feel disagree and neutral toward this question. They provided the reason that the staffs may serve wrong food for them and sometimes may feel confuse with the table number and serve the wrong food.

     (e) Does the food served rapidly?

   Graph 3.5 Rapid Food Serving

As referred to the graph, 1 and 9 respondents strongly agree and agree respectively that the food was served rapidly. They commented that the food will be served approximately within 5 minutes. However, 7 and 3 of the respondents feel neutral and disagree with it. 

4.  Staffs

     (a) Are the staffs friendly and courteous when taking order?

   Graph 4.1 Friendly and Courteous Staffs

According to the graph in the above, it shows that 11 respondents agree that the staffs at PappaRich are friendly and courteous when taking their order and 2 respondents even strongly agree with it. The respondents commented that the staffs served them with a smiling face. The remaining 7 respondents are neutral toward this question.

     (b) Are the staffs able to answer all your questions?

   Graph 4.2 The Ability of the Staffs to Answer Questions

Based on the graph, it reveals that most of the respondents which are 8 of them are neutral on this criteria. There are 7 respondents agree that the staffs are able to answer their questions and another respondent strongly agree with it. For instance, the staffs are  knowledgeable about the menu. However, there are 4 respondents disagree with this.

     (c) Do the staffs speak clearly and politely?

   Graph 4.3 Staffs Speak Clearly and Politely

Based on the graph, it shows that more than half of the respondents, which are 12 of them stand for neutral for this question. Besides that, 3 respondents disagree that the staffs speak clearly and politely. They commented that sometimes it is hard for them to understand what the staffs said as most of the staffs are foreign workers who may speak English with their slang. However, there  are still 4 and a respondents agree and strongly agree with this.

     (d) Are the staffs dressed appropriately and neat in appearance?

   Graph 4.4 Appropriate Dressing and Neat Appearance

As referred to the graph in the above, there are 14 respondents agree that the staffs were dressed appropriately and neat in appearance. In addition, there is 1 respondent strongly agree with this and the remaining respondents stand for neutral.

     (e) Do the staffs make the bills without errors?

   Graph 4.5 Correct Billing

Based on the graph shown in the above, there are 9 and 3 respondents respectively agree and strongly agree that the staffs make the bills without errors. In addition, there are 6 persons feel neutral toward it and the remaining 2 are disagree on it. As according to the respondent, the staffs have been make wrong billing in which extra food was ordered and charged.