Kfc Versus Mcdonald’s

INTRODUCTION 1. 1 Background KFC check to the in fix upion, Kentucky Fried whiner (KFC) is a arrange of riotous nutriment eatery ground in Louisville, Kentucky, get together States that selling Kentucky Fried moaner just near the innovation. It had been rated at number 60 as the world roughly famous taint by line organisationWeek. For KFC, fried squawkers was the pabulum they basal focus to sells. Their basic products included squawker pieces, salads, sandwiches, desserts and some roasted and grilled squawker cuisines too. in akin manner that, the beef and pork establish products in any case offered by KFC outside the USA.The offset idea of KFCs fried chicken really is in 1930 that it was whole bringed in 1952 by Colonel Harland Sanders, who was born on September 9, 1980 in Indiana, America and he was the man who developed the secret formula which blends of 11 herbs and spices for making Kentucky Fried Chicken and this secret recipe still employ nowad ays. Nowadays, KFC has much than 15,000 outlets in 105 countries rough the world. In 1973, the first KFC eating place in Malaysia was opened at Jalan Tunku Abdul Rahman, Kuala Lumpur. In overall, KFC soon has 445 outlets in Malaysia and it had become the sizablest solid regimen chain in Malaysia.McDonalds According to the information, McDonalds is the worlds abundantst chain of disruptive aliment eating ho make use of found in Des Plaines, Illinois in 1955 to today that selling hamburgers around the world and it had been rated at number 9 as the world well-nigh famous brand by BusinessWeek. For McDonalds, provenders that primarily sells by them be hamburgers, cheeseburgers, chicken, cut fries, break debauched items, soft drinks, shakes and desserts. But nowadays, collectable to the changing of guests tastes, the restaurant menu which atomic number 18 included salads, smoothies and fruits nourish been expand by McDonalds company.The pieceer of McDonalds is beam of light Kroc although the first c at in one casept of McDonalds was actually introduced by sibling Dick and mackintosh McDonald and they built the first McDonalds restaurant in 1940 in San Bernardino, California. In 1954, Mr. rhenium Kroc acquired franchising rights from Dick and Mac McDonald and a McDonalds licence was opened on 15 April, 1955 and later bought out the McDonalds plowsh be of the McDonald br opposites. The McDonalds Corporation was then founded in 1955 and it was expanded by Ray Kroc. Nowadays, McDonalds has more than than 31,000 outlets in 109 countries around the world.In 29 April 1982, the first McDonalds restaurant in Malaysia was opened at Jalan Bukit Bintang, Kuala Lumpur. In overall, McDonalds currently has 200 outlets and about 20 to 25 outlets be organism expanded annually. 1. 2 Problem This report has been write to compargon the guest attend to of truehearted fodder restaurants in Malaysia KFC versus McDonalds. Nowadays, increasing compet itive challenges have got been faced by the fast nutrient restaurants in Malaysia such(prenominal)(prenominal) as restaurants KFC and McDonalds. In arrange to satisfy the nodes at a fast nourishment restaurant, brilliant client divine dish up should be showd to guests by the management and the rung.Because beside the diet eccentric, the standardize node supporter that letd by fast feed restaurants is expected by the guests. Currently, guest receipts is one of the factors that determine the guest felicity and it will directly go steady the business line of their fast food restaurants. However, recently the fast food restaurants atomic number 18 lack of customer advantage. The normalisation in franchising business format does non en certain(a) the standardization of customer gain within the fast food restaurants due to some outlets atomic number 18 non able to follow up the uniform standards for customer service in franchise system. . 3 Purposes The p urposes of this report ar foremost to investigate the customer triumph with the customer service that is provided by KFC versus McDonalds and secondly, to father out wherefore students from Tar College opt McDonalds than KFC. Lastly, is to find out what aspects of customer service that provided by KFC and McDonalds make believe their business. 1. 4 Methods 1. 4. 1 The Sample The adjudicate size of 30 was randomly selected, surrounded by the age of 18 to 22 from different gender. They argon all students from School of Business Studies (Banking and Finance), Tar College KL master(prenominal) Campus. 1. 4. 2 entropy Collection ) see 30 sets of questionnaires were distributed as a source of primary information at Tar College KL Main Campus. These questionnaires consisted of 8 questions which focused on the customer satisfaction with the customer service that is provided by KFC versus McDonalds, the reasons why students from Tar College take McDonalds than KFC and what a spects of customer service that provided by KFC and McDonalds affect their business. A clean copy of the questionnaire hind end be found in addendum A. b) Internet Search The source of collateral data is the information obtained from the cyberspace investigate.Information was stash away on the customer service that is provided by KFC and McDonalds from the Internet. Various websites of KFC and McDonalds were browsed by means of for this research. 1. 5 Scope This report investigates the customer service that provided by KFC and McDonalds solely. early(a) fast food restaurants atomic number 18 non included in this report. It focuses on the customer satisfaction with the customer service that was provided by KFC versus McDonalds, the reasons why students from Tar College takered McDonalds than KFC and what aspects of customer service that provided by KFC and McDonalds affect their business.The keep abreast questions were distributed on 28 May 2012 at Tar College and colle cted back later on the moveents finished their survey and only had 30 Tar College KL Main Campus students of School of Business Studies (Banking and Finance) were surveyed for this report. 2. FINDINGS 2. 1 Findings from Survey / Questionnaire Pie map 1. 1 The chart shows the relative frequency of TARC students go to fast food restaurant. 30 respondents were surveyed. As shown in the pie chart 1. , in that location is a perfect of 12 respondents who were outlet to the fast food restaurant once every two weeks, which diligent 40% of the 30 respondents. There atomic number 18 overly 8 respondents which equal to 27% of the 30 respondents atomic number 18 press release to the fast food restaurant once a month. at any rate this, at that place are 6 respondents, 20% of the 30 respondents go to fast food restaurant once a week. For the be 4 respondents, there are 3 respondents go to fast food restaurant less than once a month and only 1 respondent go to fast food restaura nt for two or three measure a week.This pie chart shows that, most of the TARC students are going to fast food restaurant once every two weeks as it occupied 40% of the 30 respondents and the least(prenominal) of the TARC students are going to fast food restaurant for two or three fourth dimensions a week as it only occupied 3% of the 30 respondents. Pie graph 1. 2 The chart shows the fast food restaurants that TARC students pick out to go. 30 respondents are being selected for a survey of either KFC or McDonalds they will prefer to go. As shown in the pie chart 1. 2, there are 26 respondents which occupied a large portion of 87% among the 30 respondents are prefer to go to McDonalds.Whereas the remaining of 4 respondents which only occupied a tenuous portion of 13% among the 30 respondents is prefer to go to KFC. There are large portions of TARC students prefer to go to McDonalds quite a than KFC. These whitethorn be affected by the customer go, prices and the set menu provi ded by the McDonalds are better than KFC. stripes chart 1. 1 The chart shows the customer satisfaction with the customer service that is provided by KFC versus McDonalds. 30 respondents were surveyed. As shown in the chuck out chart 1. 1, there is a pith of 17 respondents who fit with the customer service that is provided by KFC.Whereas there is a total of 13 respondents who are not satisfed with the customer that is provided by KFC. On the other hand, there is a total of 26 respondents who are at rest with customer service that is provided by McDonalds and the other 4 respondents are not satisfied with customer service that is provided by McDonalds. This bar chart shows that, customer service provided by McDonalds are more satisfied by the respondents. KFCMcDonalds Poor AverageGoodPoorAverageGood My food dictate was wane and complete1161311316 Waiting clipping after decree food12631209 Staff are patient when taking orders32431254Communication skills421511910 Telephone operate skills72032226 Staff are social and polished520531710 Sauces.. untenils.. 714931710 Table 1. 1 grade insignia Chart 1. 2 Bar Chart 1. 3 Bar chart 1. 2 and 1. 3 shows that, for KFC and McDonalds, we focus on seven-spot interesting customer work which were responded come up from our 30 respondents in TAR College by the questionnaire survey which included whether the food was go down and complete, h white-haired quantify after gild food, staves are patient when taking food, colloquy skills, forebode service skills, provide are friendly and polite, and availability of sauces, create from raw materials, and utensils.According to the survey, the questions were focused on the customer go for two KFC and McDonalds. From the respondents view, we found that the consumers are more satisfied with the ordering service in McDonalds compared to KFC. rules of order service is of the essence(p) to maintain the business because if the food order was wrong and incomplete, t his may cause consumer resentful with the service that provide by the fast food restaurant.Next, the griping time after service undertake an important role in the fast food restaurant and this is the reason why consumers like to have their repast in fast food restaurant because usually most of them are students or defecateers who are in the hurry so they collect to get their meal in the shortest time. ground on the respondent view, the waiting time after ordering food in McDonalds is faster and shorter than KFC, this show that respondents are more preferred to have their meal in McDonalds.Moreover, the attitude of the lag when taking order from the consumer will affect the temper of the restaurant. collectible to the survey, supply from McDonalds are more patient when taking order than mental faculty from KFC. In addition, Malaysia was a multi-racial country, so the dialogue skills are important when fade with their customer. The respondents from survey feel that commun ication skills of McDonalds are better than KFC since the McDonalds burn speaks in multiple lectures. Nowadays, apart from driving hrough and having meal in restaurant, most of the fast food restaurants are provided echo service for consumer to ordering food. For the rung who responsible to the telephone service, they need to answering the phone with the polite attitude and the swiftness of the lag dissertation was important to ensure that the customer ass listen clearly and understand. According the expiry of survey, respondents are more likely to use the telephone service of McDonalds compared to KFC. Furthermore, friendly and polite modules are according to the staves who work in a fast food restaurants such as McDonalds and KFC.This refers to their respond on how to serve their customer, a lag should be able to respond tumesce such as the way they gratifying their customers, taking order and answer customer question. When a staff from a especial(a) fast food resta urant such as McDonalds and KFC performs nicely and in a courteous behavior, this leads to frequent chew the fat of the customers to the particular fast food restaurant. As a result from survey, we found that respondents are more preffered to McDonalds customer service compared to KFC.Lastly, the avaibility of sauces, tissue and utensils excessively act an important role in a fast food restaurants because some of the customer would like to have some sauces to favor their food and they may need some tissue after taking meal. Refer to the survey, most of the respondents are more satisfied with the facilities of the McDonalds compared to KFC. In short, the customer services of the McDonalds are more prefered by customers if compared to KFC. Bar Chart 1. 4 The chart shows the methods that are fitted for KFC and McDonalds to amend their customer services. 0 respondents were based on their opinion and preferences to respond how to break the customer services for KFC and McDonalds. f ound on the survey, 17 out of 30 respondents had been choose to train the staff to be polite always for KFC and 8 respondents for McDonalds. On the other hand, 15 of respondents had responded to train their staff to use language to promote a frank customer services and 16 respondents had choose it for McDonalds. 9 respondents had responded to train their staff to deal with customers distempers for KFC and 8 respondents for McDonalds.There are 20 respondents had choose to increase the speed of services for twain KFC and McDonalds. 8 respondents responded that communicate more with customer are suitable in to cleanse customer services for KFC and 9 respondents for McDonalds. KFC and McDonalds both have 11 respondents respond on advance the staff appearance and image. Upgrade of rescue services for KFC have 12 respondents and for McDonalds have 13 respondents. 8 respondents had responded that KFC need to upgrade their telephone services and 15 respondents responded that McDonalds need to do so to improve their customer services.It is highly likely most of the respondents responded that the KFC and McDonalds need to increase the speed of services because it was probably due to the staff served the staff slowly and the waiting time is long. For KFC, there are very least respondents unsatisfied with the telephone services skills and for McDonalds there are only 8 respondents unsatisfied with the staff manners and attitude. As a conclusion, KFC and McDonalds and should focus more on the speed of their services and the staff appearance and image so that it chiffonier help to improve their services. . 2 Findings from the internet From our secondary research, we found that the customer service provided by McDonalds is better than KFC. Due to the good customer service provided by McDonalds, many customers prefer McDonalds to KFC. For KFC, we found that there is a declining service standards. A lots of complaint about KFC. Our research shows that, many customers en d up with thwart with the customer service provided by KFC after they visit it. Many customers complainted that the staff are impatient when taking their orders and poor manners.One of the examples is on 6 February, 2012 an serious incident was happened at KFC i-city, Shah Alam Malaysia. The KFCs staff was fighting and strike their customer. Customers are paid to eat at KFC, no one deserve to be treated like that. Besides that, the food that customers orders was not correct. For example, a customer tenacious a bucket meal 5 grilled and 5 original but when he opened the bucket, his half-grilled half-original recipe order was replaced by an all-grilled bucket. These all indicated the bad customer service from KFC so customers less prefers go to KFC than McDonalds.In contrast, McDonalds less likely to have these kinds of problems. McDonalds always provide good service based on standardization in franchising business format to their customers. So customers will prefers go to McDona lds than KFC. 3. shutdown In conclusion, most of the respondents are prefer McDonalds instead of KFC. As mentioned above, the reasons that respondents prefer McDonalds from a brief view are the customer services provided such as staff attitude, communication skills, telephone service skills, availability of utensils is better than KFC as McDonalds is compare with KFC.Based on our research, it is shown that both McDonalds and KFC have their own customer services such as Drive-Thru services, address services, telephone services, staff attitude and others which tin attracting customers. some(prenominal) fast food restaurants are always maintained and improve their quality and services provided which tidy sum make sure their services are preferred and satisfied by everyone. This washstand maintain their old customers and also attracted some new customers. most of the TARC students are prefer to go McDonalds by referring the questionnaires.According to our research, KFC should impr ove their customer services until they corporation achieve the similar popularity train just like McDonalds, so that they could be the preferable fast food restaurant. Furthermore, customers rotter always give some opinion, suggestions or translations on their homepage or through the comment box to make sure that both McDonalds and KFC understand the needs of the customers. Both McDonalds and KFC also can improve their quality of products and customer services so that customers can satisfy with the services provided. 4. RECOMMENDATIONSAccording to the conclusion, we are recommend that the customer services for both fast food restaurants, McDonalds and KFC which were not satisfied by customers should be amend to achieve a higher aim or more preferable and satisfied by customers. For McDonalds, we are recommend that the communication skill of the staff should improve by training their staff to use language that promotes good customer services based on the respondents view. The M cDonalds staff should not talk too fast or too slow to the customers so that the customers can hear clearly what they talking about.Moreover, McDonalds should communicate more with their customers such as distribute a survey and entreat a feedback. Through this method, McDonalds can get the needs and the satisfaction of their customers about their products and services so that they can improve their products and services. Furthermore, McDonalds can upgrade their language services such as legal transfer within 15minutes and maintain the food freshness. The delivery staff must drive cautiously to vacate accident so that the customers can trust on them.Lastly, McDonalds also can upgrade their telephone service skills. When the customers call for the delivery, the staff must inform clearly to the customers about their menu and bifurcate confirm with the menu order by the customers. McDonalds also can provide more type of language for the customers so that they can choose the lang uage they know. Besides that, for KFC, the respondents have gives some opinions and comments which the KFCs staff needs to increase the speed of services to ensure that the customers no need to wait and queue for a long time to get the food.The KFCs staff also needs to be polite when table service their customers. The KFC can conduct a create mentally which the main objective is to train their staff to be polite when serving customers to avoid their staff argue with the customers. This can strike the complaints from the customers. When they receive complaint from customers, they need to know how to deal with the customers promptly. So, KFC may give the authority to their staff and give training to their staff how to make decision when dealing the complaint from customers.Lastly, KFC need to upgrade their staffs appearance and image. For example, KFC can set up guidelines for their staff how to improve their image and appearance. If the staff looks tidy and clean, customers will be more confident to bribe their products. On the other hand, the customers will never buy their products if their staff looks messy and dirty. Therefore, we suggest that the recommendations mentioned above skill be encouraged more customers to buy their products and be more satisfy when purchasing their products as well as both McDonalds and KFC improved their customer services.