Kfc Versus Mcdonald’s

INTRODUCTION 1. 1 Background KFC fit in to the information, Kentucky deep-fried Chicken (KFC) is a chain of refrain provender eatery based in Louisville, Kentucky, United States that change Kentucky Fried Chicken round the sphere. It had been rated at number 60 as the gentlemans gentleman most famous brand by BusinessWeek. For KFC, fried chickens was the sustenance they elementary focus to sells. Their basic products include chicken pieces, salads, sandwiches, desserts and near roasted and cook chicken cuisines too. too that, the beef and pork based products in addition offered by KFC outside the USA.The first idea of KFCs fried chicken really is in 1930 but it was only when founded in 1952 by Colonel Harland Sanders, who was born on September 9, 1980 in Indiana, America and he was the man who developed the unknown expression which blends of 11 herbs and spices for making Kentucky Fried Chicken and this secret recipe still used today. Nowadays, KFC has to a gr eater extent(prenominal)(prenominal)(prenominal) than 15,000 outlets in 105 countries around the world. In 1973, the first KFC restaurant in Malaysia was open at Jalan Tunku Abdul Rahman, Kuala Lumpur. In overall, KFC soon has 445 outlets in Malaysia and it had become the largest agile nutrient chain in Malaysia.McDonalds According to the information, McDonalds is the worlds largest chain of dissolute f be for thought restaurant based 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 most famous brand by BusinessWeek. For McDonalds, nourishments that primarily sells by them be hamburgers, cheeseburgers, chicken, French fries, break card-playing items, soft drinks, shakes and desserts. But nowadays, due to the changing of guests tastes, the restaurant board which argon included salads, smoothies and fruits come been expanded by McDonalds company.The founder of McDonalds is Ray Kroc althoug h the first c erstpt of McDonalds was rattling introduced by sibling Dick and macintosh McDonald and they built the first McDonalds restaurant in 1940 in San Bernardino, California. In 1954, Mr. Ray Kroc acquired franchising rights from Dick and Mac McDonald and a McDonalds franchise was opened on 15 April, 1955 and later bought out the McDonalds sh atomic number 18 of the McDonald br otherwises. The McDonalds Corporation was then founded in 1955 and it was expanded by Ray Kroc. Nowadays, McDonalds has more 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 well-nigh 20 to 25 outlets are being expanded annually. 1. 2 Problem This report has been create verbally to analyse the guest go of spry fare restaurants in Malaysia KFC versus McDonalds. Nowadays, change magnitude competitive challenges contract been face d by the dissipated food restaurants in Malaysia such as restaurants KFC and McDonalds. In format to assemble the nodes at a steadfast food restaurant, excellent customer do should be provided to customers by the management and the faculty.Because beside the food quality, the standardize customer receipts that provided by fast food restaurants is expected by the customers. Currently, customer modifyment is one of the factors that teach the customer comfort and it pull up stakes directly make the business of their fast food restaurants. However, recently the fast food restaurants are lack of customer inspection and repair. The standardisation in franchising business format does non ensure the standardization of customer servicing within the fast food restaurants due to nigh outlets are not able to follow up the same standards for customer service in franchise system. . 3 Purposes The purposes of this report are for the first time to investigate the customer satisfa ction with the customer service that is provided by KFC versus McDonalds and secondly, to draw out why students from Tar College prefer McDonalds than KFC. Lastly, is to find out what aspects of customer service that provided by KFC and McDonalds affect their business. 1. 4 Methods 1. 4. 1 The Sample The sample size of 30 was randomly selected, betwixt the age of 18 to 22 from different gender. They are all students from prepare of Business Studies (Banking and Finance), Tar College KL Main Campus. 1. 4. 2 Data Collection ) suss out 30 delineates of questionnaires were distributed as a source of primary data at Tar College KL Main Campus. These questionnaires consisted of 8 questions which cerebrate on the customer satisfaction with the customer service that is provided by KFC versus McDonalds, the reasons why students from Tar College prefer McDonalds than KFC and what aspects of customer service that provided by KFC and McDonalds affect their business. A snowy copy of the q uestionnaire tin bear be found in Appendix A. b) meshwork Search The source of secondary data is the information obtained from the internet research.Information was equanimous on the customer service that is provided by KFC and McDonalds from the Internet. Various websites of KFC and McDonalds were browsed through for this research. 1. 5 Scope This report investigates the customer service that provided by KFC and McDonalds only. Other fast food restaurants are not 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 preferred McDonalds than KFC and what aspects of customer service that provided by KFC and McDonalds affect their business.The survey questions were distributed on 28 May 2012 at Tar College and collected back aft(prenominal) the answerers finished their survey and only had 30 Tar College KL Main Campus students of School of Business Studies (Ba nking and Finance) were surveyed for this report. 2. FINDINGS 2. 1 Findings from conform to / Questionnaire Pie chart 1. 1 The map shows the frequency of TARC students go to fast food restaurant. 30 opposeents were surveyed. As shown in the pie chart 1. , at that place is a heart and soul of 12 replyents who were going to the fast food restaurant once every(prenominal) two weeks, which sedulous 40% of the 30 respondents. There are as well 8 respondents which equal to 27% of the 30 respondents are going to the fast food restaurant once a month. Besides this, in that respect are 6 respondents, 20% of the 30 respondents go to fast food restaurant once a week. For the remaining 4 respondents, there are 3 respondents go to fast food restaurant less than once a month and only 1 respondent go to fast food restaurant for two or three times 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 of the TARC students are going to fast food restaurant for two or three times a week as it only occupied 3% of the 30 respondents. Pie Chart 1. 2 The chart shows the fast food restaurants that TARC students prefer to go. 30 respondents are being selected for a survey of any KFC or McDonalds they depart prefer to go. As shown in the pie chart 1. 2, there are 26 respondents which occupied a large quite a little of 87% among the 30 respondents are prefer to go to McDonalds.Whereas the remaining of 4 respondents which only occupied a small 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 rather than KFC. These whitethorn be affected by the customer serve, prices and the set menu provided by the McDonalds are better than KFC. hold back Chart 1. 1 The chart shows the customer satisfaction with the customer service that is provided by KFC versus McDonalds. 30 respondents wer e surveyed. As shown in the bar chart 1. 1, there is a total of 17 respondents who satisfied 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 satisfied 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 put in was correct and complete1161311316 Waiting time after ordering food12631209 Staff are enduring when taking orders32431254Communication skills421511910 Telephone work skills72032226 Staff are affectionate and nice520531710 Sauces.. untenils.. 714931710 Table 1. 1 Bar Chart 1. 2 Bar Chart 1. 3 Bar chart 1. 2 and 1. 3 shows that, for KFC and McDonalds, we focus on seven interesting customer services which were responded well from our 30 respondents in TAR College through the questionnaire survey which included whether the food was correct and complete, delay time after ordering food, mental facultys are patient when taking food, confabulation skills, telephone service skills, ply are friendly and polite, and availability of sauces, tissues, and utensils.According to the survey, the questions were focused on the customer services for both(prenominal)(prenominal) KFC and McDonalds. From the respondents captivate, we found that the consumers are more satisfied with the ordering service in McDonalds compared to KFC. Ordering service is important to husband the business because if the food order was wrong and incomplete, this may cause consumer resentful with the service that provide by the fast food restaurant.Next, the waiting time after service play an important single-valued function in the fast food restaurant and this is t he reason why consumers comparable to have their repast in fast food restaurant because ordinarily most of them are students or workers who are in the hurry so they motivating to get their meal in the shortest time. Based 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 provide when taking order from the consumer will affect the reputation of the restaurant. Due to the survey, staff from McDonalds are more patient when taking order than staff from KFC. In addition, Malaysia was a multi-racial country, so the parley skills are important when communicate with their customer. The respondents from survey feel that talk skills of McDonalds are better than KFC since the McDonalds can speaks in multiple languages. Nowadays, unconnected from drive hrough and having meal in restaurant, most of the fast food restaurants ar e provided telephone service for consumer to ordering food. For the staff who responsible to the telephone service, they need to answering the phone with the polite attitude and the focal ratio of the staff address was important to ensure that the customer can listen clearly and understand. According the result of survey, respondents are more same(p)ly to use the telephone service of McDonalds compared to KFC. Furthermore, friendly and polite staffs are according to the staffs who work in a fast food restaurants such as McDonalds and KFC.This refers to their respond on how to serve their customer, a staff should be able to respond well such as the way they welcome their customers, taking order and answer customer question. When a staff from a particular fast food restaurant such as McDonalds and KFC performs nicely and in a courteous behavior, this leads to frequent visit of the customers to the particular fast food restaurant. As a result from survey, we found that respondents a re more preffered to McDonalds customer service compared to KFC.Lastly, the avaibility of sauces, tissue and utensils withal act an important position 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 equal for KFC and McDonalds to improve their customer services. 0 respondents were based on their panorama and preferences to respond how to improve the customer services for KFC and McDonalds. Based 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 l anguage to promote a honest customer services and 16 respondents had choose it for McDonalds. 9 respondents had responded to train their staff to deal with customers tutelages for KFC and 8 respondents for McDonalds.There are 20 respondents had choose to increase the stop number of services for both KFC and McDonalds. 8 respondents responded that communicate more with customer are suitable in to improve customer services for KFC and 9 respondents for McDonalds. KFC and McDonalds both have 11 respondents respond on arouse the staff appearance and image. elevate of delivery 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 promising most of the respondents responded that the KFC and McDonalds need to increase the speed of services because it was in all probability 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 adroitness 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 can assistance 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 a(prenominal) customers prefer McDonalds to KFC. For KFC, we found that there is a declining service standards. A lots of billing about KFC. Our research shows that, many customers end up with disappointed with the customer service provided by KFC after they visit it. Many customers complainted that the staff are impatient when taking their orders and unretentive 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 hitting 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 ordered 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 McDonalds than KFC. 3. CONCLUSION 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, delivery services, telephone services, staff attitude and others which can attracting customers. Both fast food restaurants are always maintained and improve their quality and services provided which can make sure their services are preferred and satisfied by everyone. This can 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 improve their customer services until they can achieve the sympathetic popularity level just like McDonalds, so that they could be the favourite(a) fast food restaurant. Furthermore, customers can alway s give some opinion, suggestions or comments on their homepage or through the comment box to make sure that both McDonalds and KFC understand the inescapably of the customers. Both McDonalds and KFC also can improve their quality of products and customer services so that customers can occupy 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 change to achieve a higher level 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 McDonalds 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 request a feedback. Through this method, McDonalds can know 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 delivery services such as delivery within 15minutes and maintain the food freshness. The delivery staff essential drive carefully to bend 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 explain clearly to the customers about their menu and double 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 language 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 circumstances their customers. The KFC can conduct a architectural plan 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 decrease 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 empowerment 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 buy 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 s usceptibility be encouraged more customers to buy their products and be more satisfy when buying their products as well as both McDonalds and KFC improve their customer services.