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SBLE3143 REPORT WRITING SECOND SEMESTER SESSION 2018/2019 (A182) GROUP D GROUP ASSIGNMENTTIFFZ COFFEE GALERY SUBMITTED TO ROHIDA BINTI YAHYA PREPARED BY NAME LAM SEUT YEE LEE PEI YING H’NG ENG ENG TEE EE LING TIOU ZHI FEI MATRIC NO. 244313 244464 244487 244575 244646 SUBMISSION DATE: 28 MARCH 2019 S...

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SBLE3143 REPORT WRITING SECOND SEMESTER SESSION 2018/2019 (A182) GROUP D

GROUP ASSIGNMENTTIFFZ COFFEE GALERY

SUBMITTED TO ROHIDA BINTI YAHYA

PREPARED BY NAME LAM SEUT YEE LEE PEI YING H’NG ENG ENG TEE EE LING TIOU ZHI FEI

MATRIC NO. 244313 244464 244487 244575 244646

SUBMISSION DATE: 28 MARCH 2019 SCHOOL OF LANGUAGES, CIVILIZATION AND PHILOSOPHY UUM COLLEGE OF ARTS AND SCIENCE 1

CUSTOMERS’ SATISFACTION LEVEL ON FACILITY AND SERVICES PROVIDED BY TIFFZ COFFEE GALLERY, ALOR SETAR KEDAH

PREPARE FOR MISS ONG WEI WEN MANAGER TIFFZ COFFEE GALLERY ALOR SETAR, KEDAH

PREPARED BY H’NG ENG ENG CEO MOON CONSULTANCY COMPANY ALOR SETAR, KEDAH

15 MAY 2019 2

ACKNOWLEDGEMENT I have taken efforts in this project. However, it would not have been possible without the kind support and help of many individuals and organizations. I would like to extend my sincere thanks to all of them. Firstly, a special gratitude I give to our Report Writing lecturer, Madam Rohida binti Yahya, whose contribution in stimulating suggestions and encouragement, helped us to coordinate my project especially in writing this report. Secondly, I would like to express my special gratitude and thanks the manager of Tiffz Cafe, Miss Ong Wei Wen whose give us an opportunity to interview her about the cafe and support us to finish our task. Furthermore, I would like to thanks to the company’s member; Tee Ee Ling, Lee Pei Ying, Tiou Zhi Fei and Lam Seut Yee, who were helped me to complete the task and always try their best to solve problems together and always come out with the best solution. Besides, I am truly thanks to the respondents that willing to give their cooperation that makes our task became easier and convenience. Lastly, special thanks are given to the directly or indirectly people who is helping in, without all your contributions, this project would not have reached the successful completion that is has. Thank you.

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TABLE OF CONTENTS

CONTENTS

PAGE

Title Page

2

Acknowledge

3

Table of Contents

4-5

Letter of Transmittal

6

Executive Summary

7

1.0

Introduction 1.1 Purpose of Study 1.2 Overview of Business 1.3 Background of Company

8-10

1.4 Current Situation 1.5 Problem Statement 2.0

Scope 2.1 Shop Structure 2.1.1 Staircase 2.1.2 Space

10-11

2.2 Service 2.2.1 Lack of Worker 2.2.2 Attitude Worker 3.0

Methodology

11-12

3.1 Primary Sources 3.1.1 Interview 3.1.2 Survey 3.2 Secondary Sources 3.2.1 Websites

4

3.2.2 Social Media 4.0

Analysis I 4.1 Finding 12-15 4.2 Conclusion 4.3 Recommendation

5.0

Analysis II 5.1 Finding 16-18 5.2 Conclusion 5.3 Recommendation

6.0

Conclusion

19

7.0

Bibliography

20

8.0

Appendices

21-29

5

LETTER OF TRANSMITTAL

MOON CONSULTANCY COMPANY Alor Setar, Kedah Tel: +604-6678988 Fax: +604-6678989 www.moonconsultancy.com

15 May 2019 Tiffz Coffee Gallery 33-A, Jalan Psk Satu, Pekan Simpang Kuala, 05400 Alor Setar, Kedah. Dear Madam, The attached report that requested by your workers during our meeting 14 March 2019 provides the result of our investigation on the impact of cafe ambience and facilities that affects Tiffz Cafe at Alor Setar, Kedah. Our study was a response of the marketing management over your services. In our investigation, we examined the marketing management from two areas: 1. Shop structure 2. Services The samples were tested and from the customers’ review, the shop structure which are the staircase are not safety and do not have enough space to be seated. These services also need more focus on worker behavioral where attitude of worker and lack of worker in café. On behalf of Moon Consultancy Company, I wish to thank you for your confidence in selecting us to carry out this investigation. We would be pleased to present the findings of our investigation to your committee if necessary. Yours faithfully

H’ng Eng Eng CEO Moon Consultancy Company 6

EXECUTIVE SUMMARY On 20 February 2018, Moon Consultancy Company has been receiving a task to help Tiffz Coffee Gallery to improve their business. The attitude of worker and lack of workers are the main reason why the cafe cannot compete with other café. The purpose of this report is to evaluate the customers’ satisfaction and sales performance of Tiffz Coffee Gallery in Alor Setar based on the products and services presented to the customers. The suitable solution will be provide to solve the problems. The analysis is carried out by our consultation company which is Moon Consultancy Company. 50 respondents are involved in our observation by answering the questionnaire. Interview sessions are held with the owner of Tiffz Coffee Gallery and also customers to get their feedback about the shop structure and services. From the findings, clearly show that cafe structure and attitude of the worker are affected Tiffz Coffee Gallery sales. As a consultant company, in order to make the Tiffz Coffee Gallery cafe more develop in future, café structure and employee’s problem should be investigated so that the business can be improved. Every improvement in every single weak point are needed to ensure the cafe can survive and grow into a better and successful business.

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1.0 INTRODUCTION 1.1 Purpose Statement The purpose of this report is to evaluate the customers’ satisfaction and sales performance of Tiffz Coffee Gallery in Alor Setar based on the products and services presented to the customers. The suitable solution will be provide to solve the problems. 1.2 Overview of Business Nowadays, there are many cafe blooming in Malaysia. Tiffz Coffee Gallery is already a wellknown place by the people here for brunch to supper in Alor Setar. Tiffz Coffee Gallery is located at the first floor of the three storey commercial building, exactly above Bank Rakyat branch in Simpang Kuala, Alor Setar in Kedah. While there are many cafe business at Alor Setar in Kedah, this cafe is always improving their services and products to compete in the food, beverages and desserts sector. Besides, there are many part time jobs provided to the young people, which makes them to involve themselves actively in this sector. The environment of this café is very nice and clean. Many students from UUM go to this café to take a dinner. Malaysia’s cafe is likely to see a positive growth trend which is enthusiastically developed by the young entrepreneurs to produce and provide healthy, creative and innovative products to the customers. 1.3 Background of Company Tiffz Coffee Gallery is a good cafe that serves mouth-watering food and coffee not in Alor Setar. Tiffz Coffee Gallery has blossomed in Malaysia and with the third waves of coffee striking Malaysia. This cafe certainly carries a big weight, as their barista was the second runner up in the recently concluded Malaysia Latte Art championship 2018. Next, the café

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live up to its reputation by serving good food and coffee. Tiffz Coffee Gallery features a very much Western-centric menu, offering some norms in cafe such as waffles, pasta, burgers, pizza and their forte - drinks. The address of Tiffz Coffee Gallery is 33-A, Jalan PSK Satu, Pekan Simpang Kuala, 05400, Alor Setar, Kedah, Malaysia. Their operation hours is from 2pm until 12am (closed on Monday). 1.4 Current Situation 1.4.1 Shop Structure The shop structure of a restaurant varies based on the size and type of restaurant concept. A lot of the physical structure involved with operating a restaurant business will be the same regardless of a restaurant's size. Customers usually go to restaurants to meet with others socially in a friendly environment. However, environment plays a large role in making sure customer is in a comfortable environment. The restaurant should under a clean, attractive, convenient and the decor is consistent with the food and restaurant's image which can meet customer expectation for restaurants. 1.4.2 Workers There are 8 workers working in the restaurant. They are divided into two parts, front desk and kitchen. The workers are worked by shifts, which set periods of time during which different groups of workers perform their duties and the number of workers will increase for every shift especially during peak hours like during lunch time, dinner time and public holidays. There are no specific qualifications for the recruitment of the workers, but workers will be given training on the job for example skills, knowledge, and competencies needed for them to perform a specific job within the workplace.

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1.5 Problem Statement According to our observation and formal interview, we figured out that there are some problems that faced by this cafe. Firstly, the cafe shop structure problems. This problem we related with the staircase structure, which are too short between each other and slip. Moreover, it is a closing space cafe where are limited space for customer for consume. Secondly, the workers of cafe are not sufficient where the higher turnover because of attitude problems.

2.0 SCOPE 2.1 Shop Structure 2.1.1 Staircase The structure of staircase of Tiffz Coffee Gallery is quite danger where there are slip and short between the ladders. Their customer are included the high aged people and the teenager as the majority. 2.1.2 Space Tiffz Coffee Gallery is a closing space cafe where are limited space for customers or workers to move around. The total number of the tables inside the cafe are around 15 tables including the long rectangle tables and normal size tables. This is will affected the workers and customers that walking at once time when peak hour.

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2.2 Services 2.2.1 Lack of Worker From the observation, there are only 8 workers that working at Tiffz Coffee Gallery. So there was an issue of lack of worker during peak hours. This issue will affect to the satisfaction of customers based on the services towards customers. 2.2.2 Attitude Workers From the observation, the worker in the Tiffz Coffee Gallery are not motivated during their working time. They are not active in taking order and they are lazy character. Other than that, they are not always put attention on customer needs.

3.0 METHODOLOGY 3.1 Primary Sources 3.1.1 Interview Conduct a face-to-face interview with the manager of Tiffz Coffee Gallery, Miss Ong Wei Wen, at Alor Setar to get more information about the restaurant. 3.1.2 Survey Set up a questionnaire that regarding to the customer satisfaction of the Tiffz Coffee Gallery , Alor Setar. The questionnaire are distributed to customers to get the feedback from them towards the restaurant.

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3.2 Secondary Sources 3.2.1 Website Visit

the

official

website

of

Tiffz

Coffee

Gallery

which

is

https://www.facebook.com/tiffzcoffee/ to get further information about this restaurant. 3.2.2 Social Media Visit the Facebook page and Instagram of Tiffz Coffee Gallery Alor Setar for the main source to link the information of the restaurant and to obtain customers’ comments and reviews about the restaurant.

4.0 ANALYSIS I: SHOP STRUCTURE 4.1 Staircase

Do u agree that the shop structure of the Tiffz Coffee Gallery especially for the staircase is unsafe for customer? 16.00%

8.00%

Agreed No Opinion Disagreed

76.00%

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Chart 4.1 shows the opinion of the shop structure of Tiffz Coffee Gallery especially for the staircase is unsafe for customer. 4.1.1 Findings The pie chart above shown the percentage of respondent towards unsafety of staircase at Tiffz Coffee Gallery. In total of 50 respondents, there are 38 in which 76% respondents agreed with the unsafety staircase at Tiffz Coffee Gallery. 8 out of 50 respondents; 16% are disagreed with the statement that the staircase at unsafety; 8% has no opinion towards the safety of staircase. 4.1.2 Conclusion It is concluded that majority customer thinks that the staircase at Tiffz Coffee Gallery are not safety for them to use it. Although still have few respondents answering disagreed with the statement above which feel there are safety to them to use the staircase, but the result shown that most of customers are agreed that the staircase is not safe for them to use it where it was slip and short steps between the ladders. It might unsafety for the customers which are high aged person. Thereby the owner must take action on it to solve the problem. 4.1.3 Recommendation It is recommendation that Tiffz Coffee Gallery should put the non-slip tape for staircase or non-skid stair treads exterior. We can choose the rubber backing non-slip carpet to prevent the slipping of the land because it is stone staircase that would wear out over the time. It just like the steps to prevent the slipping from the wear out of stone staircase. We also suggest using the non-slip tape to highlight every steps of the ladders. It will make attention to customers of the step of ladders and alert about it.

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Picture 4.1.3(a) shows the example non-slip tape for staircase.

Picture 4.1.3 (b) shows the example of non-skid treads exterior.

4.2 Space

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Does the café have enough space to seated, especially for the peal hour?

Yes

46.00%

No

54.00%

Chart 4.2 shows the opinion of the space at café enough or not. 4.2.1 Findings The pie chart shown the percentage of respondents towards the space at the Tiffz Coffee Gallery. In total of 50 respondents, there are 27 in which 54% respondents think there are not enough space to seat at the Tiffz Coffee Gallery especially during peak hour. While 23 out of 50 respondents think there are enough space for them whether there are peak hour or normal hour. 4.2.2 Conclusion It is concluded that majority feel that Tiffz Coffee Gallery does not provide enough space to them especially during the peak hour. Although they still have minority thinks they are provided enough space for customer to consume the café. But based on the result shown most of the respondents think there are not enough space to seated especially during peak hour. Thereby the owner must take action on it to solve the problem.

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4.2.3 Recommendation Regarding with the problem of limited table and problem of limited space for workers and customers together at time at Tiffz Coffee Gallery, we suggest upgrading the furniture at café. Change the pattern of the table to unified shape, which are in rectangle or square shape. This will not only increase the space of moving but also can overcome the problem of no enough space to seat.

5.0 Analysis II: Services

5.1 Lack of workers

Do you think the number of staffs is enough during peak hours? 20.00% NO NO OPINION YES

10.00%

70.00%

Chart 5.1 shows Opinion on the Adequacy of Worker’s Number

5.1.1 Findings 16

The pie chart above showed that the enough of workers during peak hours in Tiffz Coffee Gallery. From the chart, there are 70% 0f respondents think that Tiffz Coffee Gallery are not enough workers during the peak hour. This is because the food that had ordered are served slower compared to the other period. However, minority of respondents which are 20% stated YES which means they feel that the workers is enough during the peak hour and the 10% of the respondents are NO OPINION for the it.

5.1.2 Conclusion In conclusion, majority of respondent knew about the need of workers is not enough during the peak hours. Thus, from the observation, we will recommend Tiffz Coffee Gallery to increase the number of workers especially during the peak hours. This is to increase the efficiency of the services. 5.1.3 Recommendation From the observation, it is recommended that Tiffz Coffee Gallery should increase the number of workers during peak hours. Tiffz Coffee Gallery can hire some part time workers to work during the peak hours to increase the efficiency of the works. Other than that, Tiffz Coffee Gallery also can train their workers to familiar with their job scope such as the preparation process of the meals. It can help to increase the satisfaction of customers when having their meals.

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Are you greeted with a friendly attitude by our staff during your visit to the Tiffz Coffee Gallery, Alor Setar?

44.00%

YES NO

56.00%

5.2 Attitude of worker Chart 5.2 shows the opinion towards the attitude of worker at Tiffz Coffee Gallery.

5.2.1 Findings The chart above showed the opinion towards the attitude of worker at Tiffz Coffee Gallery. From the chart above, it showed 56% out of 100% (28 respondents) of respondents who were not satisfied with the attitude of worker in Tiffz Coffee Gallery. Meanwhile, 19 out of 50 respondents which 38% answering they are greeted friendly when they enter to the cafe. There might be several reasons why the customers are not satisfied with the worker’s service. For example, there might be some misunderstanding between the worker and customers, it is because the workers were easily to get frustrated easily when they are busy with taking order, serving customer and making payments for the customers especially during the peak hours. 5.2.2 Conclusion From the result of questionnaire, it showed that Tiffz Coffee Gallery is having a bad service when they serve their customers, especially during the peak hours. More than 50% of respondents answered that the workers of Tiffz Coffee Gallery were not greet 18

with friendly attitude when they walk in to cafe for meals. Management team of Tiffz Coffee Gallery shall look forward to this issue and take serious with this issue as it may affects the reputation of restaurant directly. 5.2.3 Recommendation It is recommended that Tiffz Coffee Gallery shall encourage workers to greet customer with friendly attitude when customers walk in to cafe whether they are having their meals or not. Management team of Tiffz Coffee Gallery can reward employees to increase their attitude towards work and also can hold a training program to improve the workers’ attitude.

6.0 CONCLUSION The study which has carried out in Tiffz Coffee Gallery Alor Setar has achieved its objectives. The initial evaluation involved customers who normally went to Tiffz Coffee Gallery. Based on the findings, several conclusions concerning is cafe structure and lack of staffs that affects Tiffz Coffee Gallery cafe. The findings of this study indicated that the Tiffz Coffee Gallery still needs some improvement in improving their services. Firstly, most of the respondents agreed that the structure of the cafe will affect customer consumption desire in the cafe, this finding showed that the structure of a cafe is importance. The staircase structure available in Tiffz Coffee Gallery cafe affect customer decision for to go and not to go to the cafe due to the safety problem. This is because staircase present many opportunities for people to injure. Secondly, most of the respondents not satisfied with lack of staff during peak hours. During the peak time, it can be stressful for your employees which can bring impaction towards employee’s service and performance.

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From the findings, clearly show that cafe structure and attitude of the worker affects Tiffz Coffee Gallery sales. As a consultant company, in order to make the Tiffz Coffee Gallery cafe more develop in future, café structure and employee’s problem should be investigated so th...