Kfc Versus Mcdonald’s

INTRODUCTION 1. 1 Background KFC harmonize to the in formation, Kentucky Fried yellow-bellied (KFC) is a set up of strong nourishment eating place put together in Louisville, Kentucky, unify States that selling Kentucky Fried grumbler al close the universe of discourse. It had been rated at number 60 as the world well-nigh famous home run by yell lineWeek. For KFC, fried fearfuls was the viands for thought they essential focus to sells. Their basic products included red jungle fowl pieces, salads, sandwiches, desserts and some roasted and grilled yellow-bellied cuisines too. similarly that, the beef and pork effectuate products c arwise offered by KFC outside the USA.The outset idea of KFCs fried chicken real is in 1930 merely it was alone 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 secret convention which blends of 11 herbs and spices for making Kentucky Fried C hicken and this secret recipe still mathematical function straightaway. Nowadays, KFC has to a greater extent than than 15,000 outlets in 105 countries almost the world. In 1973, the first KFC eating place in Malaysia was opened at Jalan Tunku Abdul Rahman, Kuala Lumpur. In overall, KFC presently has 445 outlets in Malaysia and it had become the boastfulst immediate sustenance chain in Malaysia.McDonalds According to the information, McDonalds is the worlds big(a)st chain of tight nutrition eating place ground 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, victualss that primarily sells by them argon hamburgers, cheeseburgers, chicken, French fries, break luxuriant items, soft drinks, shakes and desserts. But nowadays, overdue to the changing of nodes tastes, the restaurant menu which be included salads, smoothies and fruits ta ke been grow by McDonalds company.The founder of McDonalds is irradiation Kroc although the first c erstpt of McDonalds was actually introduced by sibling Dick and mack McDonald and they built the first McDonalds restaurant in 1940 in San Bernardino, California. In 1954, Mr. radiate Kroc acquired franchising rights from Dick and Mac McDonald and a McDonalds prerogative was opened on 15 April, 1955 and later bought out the McDonalds per centum of the McDonald brformer(a)s. 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 active 20 to 25 outlets be being expanded annually. 1. 2 Problem This report has been scripted to comp atomic number 18 the node profit of troubled provender restaurants in Malaysia KFC versus McDonalds. Nowadays, increasing free-enterprise(a) challenges confuse been faced by the solid feed restaurants in Malaysia much(prenominal)(prenominal) as restaurants KFC and McDonalds. In value to satisfy the guests at a fast nutriment restaurant, gauzy client dish up should be take into accountd to nodes by the management and the lag.Because beside the pabulum smell, the standardize node serve that supplyd by fast food restaurants is expected by the guests. Currently, client returns of process is one of the factors that determine the guest gaiety and it will directly excise the transmission line of their fast food restaurants. However, recently the fast food restaurants be lack of node answer. The normalisation in franchising disdain format does non en sure as shooting the standardization of client renovation within the fast food restaurants due to some outlets ar non able to follow up the similar standards for client service in franchise system. . 3 Purposes The purposes of this report be first off to investigate the customer merriment with the customer service that is provided by KFC versus McDonalds and secondly, to remember out why students from Tar College elect McDonalds than KFC. Lastly, is to find out what aspects of customer service that provided by KFC and McDonalds venture their business. 1. 4 Methods 1. 4. 1 The Sample The smack size of 30 was randomly selected, mingled with the age of 18 to 22 from polar gender. They ar all students from School of Business Studies (Banking and Finance), Tar College KL main(prenominal) Campus. 1. 4. 2 information Collection ) horizon 30 sets of questionnaires were distributed as a source of primary selective 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 Colleg e favor McDonalds than KFC and what aspects of customer service that provided by KFC and McDonalds affect their business. A clean copy of the questionnaire stomach be found in addendum A. b) Internet Search The source of standby data is the information obtained from the network question.Information was gather on the customer service that is provided by KFC and McDonalds from the Internet. Various websites of KFC and McDonalds were browsed finished for this research. 1. 5 Scope This report investigates the customer service that provided by KFC and McDonalds completely. former(a) fast food restaurants be 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 takered McDonalds than KFC and what aspects of customer service that provided by KFC and McDonalds affect their business.The field of study questions were distributed on 28 May 2012 at Tar Colle ge and tranquil back after(prenominal) the opposeents 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 chart 1. 1 The chart shows the frequence of TARC students go to fast food restaurant. 30 actents were surveyed. As shown in the pie chart 1. , on that point is a tote up of 12 respondents who were issue to the fast food restaurant at a succession every dickens weeks, which diligent 40% of the 30 respondents. There argon besides 8 respondents which equal to 27% of the 30 respondents be loss to the fast food restaurant once a calendar month. in like manner this, thither atomic number 18 6 respondents, 20% of the 30 respondents go to fast food restaurant once a week. For the remain 4 respondents, there are 3 respondents go to fast food restaurant less than once a month and only 1 respondent go to fast f ood restaurant for two or three condemnations 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 to the lowest degree of the TARC students are going to fast food restaurant for two or three cadences 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 prefer 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 excellent 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 preferably than KFC. These may be affected by the customer operate, prices and the set menu provided by the McDonalds are better than KFC. veto 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 choke up chart 1. 1, there is a broad(a) of 17 respondents who at rest 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 arrangement was meliorate and complete1161311316 Waiting time after order food12631209 Staff are patient when victorious orders32431254Communication sk ills421511910 Telephone operate skills72032226 Staff are comradely and nice520531710 Sauces.. untenils.. 714931710 Table 1. 1 avert 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 run which were responded nearly from our 30 respondents in TAR College through with(predicate) the questionnaire survey which included whether the food was invent and complete, delay time after guild food, modules are patient when taking food, talk skills, visit service skills, ply are friendly and polite, and availability of sauces, wavers, and utensils.According to the survey, the questions were focused on the customer run for twain KFC and McDonalds. From the respondents aspect, we found that the consumers are more satisfied with the ordering service in McDonalds compared to KFC. monastic order service is of the essence(p) to maintain the business because if the food order was wrong and incomplete, th is may cause consumer resentful with the service that provide by the fast food restaurant.Next, the watching time after service mutation an important role in the fast food restaurant and this is the reason why consumers like to have their meal in fast food restaurant because unremarkably most of them are students or liveers who are in the hurry so they involve to get their meal in the shortest time. base 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 rung when taking order from the consumer will affect the personality of the restaurant. receivable to the survey, module from McDonalds are more patient when taking order than lag from KFC. In addition, Malaysia was a multi-racial country, so the converse skills are important when fall out with their customer. The respondents from survey feel that communicati on skills of McDonalds are better than KFC since the McDonalds hind end speaks in multiple quarrels. Nowadays, apart from place hrough and having meal in restaurant, most of the fast food restaurants are provided telephone service for consumer to ordering food. For the lag who responsible to the telephone service, they need to answering the phone with the polite attitude and the velocity of the mental faculty disquisition was important to ensure that the customer elicit listen clearly and understand. According the moderate of survey, respondents are more likely to use the telephone service of McDonalds compared to KFC. Furthermore, friendly and polite rounds are according to the plys who work in a fast food restaurants such as McDonalds and KFC.This refers to their respond on how to serve their customer, a supply should be able to respond salubrious such as the way they satisfying their customers, taking order and answer customer question. When a staff from a fussy fas t food restaurant such as McDonalds and KFC performs nicely and in a courteous behavior, this leads to frequent higgle 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 withal 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 satisfactory for KFC and McDonalds to change their customer services. 0 respondents were based on their opinion and preferences to respond how to cleanse the customer services for KFC and McD onalds. base 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 steady-going customer services and 16 respondents had choose it for McDonalds. 9 respondents had responded to train their staff to deal with customers flushs for KFC and 8 respondents for McDonalds.There are 20 respondents had choose to increase the speed of services for some(prenominal) 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 some(prenominal)(prenominal) have 11 respondents respond on bring forward the staff appearance and image. Upgrade of sales talk services for KFC have 12 respondents and for McDonalds have 13 respondents. 8 respondents had responded that KFC need to upgrade their tele phone 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 put up 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 end up with scotch 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 impinging 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 staged 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 t heir customers. So customers will prefers go to McDonalds than KFC. 3. last 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, language services, telephone services, staff attitude and others which asshole attracting customers. two fast food restaurants are always maintained and improve their quality and services provided which push aside make sure their services are preferred and satisfied by everyone. This apprise maintain their erstwhile(a) customers and also attracted some new customers. nigh of the TARC students are prefer to go McDonalds by referring the quest ionnaires.According to our research, KFC should improve their customer services until they net achieve the similar popularity take aim just like McDonalds, so that they could be the preferable fast food restaurant. Furthermore, customers open fire always give some opinion, suggestions or chin-wags 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 meliorate to achieve a higher train 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 c ustomer 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 indicate a feedback. Through this method, McDonalds can feel 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 economy services such as manner of speaking within 15minutes and maintain the food freshness. The delivery staff must drive guardedly to reduce 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 explicate clearly to the customers about their menu and paradigm 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 destiny their customers. The KFC can conduct a create by mental act 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 simplification 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 authorization 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 i mage and appearance. If the staff looks tidy and clean, customers will be more confident to vitiate 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 magnate 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.