A Study on Customer Satisfaction Towards Ambiance, Service and Food Quality in Kentucky Fried Chicken (KFC), Petaling Jaya

Abstract

This case study is on customer satisfaction towards ambiance of facilities, service, and food quality from a behavioural perspective. The study is aimed at investigating customer complaints on the unhygienic conditions and bad attitude of staff during working hours in KFC Petaling Jaya, Malaysia (Laeranduil, 2018). The research examined the impact of food quality, investigated the effect of service quality and identified the influence of ambiance on customer satisfaction. To achieve the study goals, the researcher designed a questionnaire to collect data from randomly selected customers in KFC Petaling Jaya. From the questionnaires distributed to respondents, 294 were returned. The study’s results on food quality showed that most respondents agreed that KFC serves good quality food at KFC Petaling Jaya. For service quality, most of the respondents agreed that the crew at KFC Petaling Jaya serve customers well. For ambiance of the facilities, most of the respondents agreed that the ambiance in KFC Petaling Jaya is pleasing. Overall, the customers surveyed were satisfied with the ambiance of the facilities, service, and food quality of KFC Petaling Jaya.

Mediating Role of Hygiene Ambiance and Customer Satisfaction during COVID-19: Evidence from university Students of Hyderabad, Pakistan

“…In this study, we used primary data for finding out determinants of customer satisfaction in KFC food restaurant located in Hyderabad. Reliability test results show that the collected Mediating Role of Hygiene Ambiance and Customer Satisfaction during … [ 22 ] data is relevant and can be used for evaluating the mediating effect of hygiene ambiance between food quality, brand awareness and customer satisfaction during COVID-19. Furthermore, the result showed that all of the two independent variables is found to have partial mediating affect the customer satisfaction during COVID-19.…”

“…Haque et al, 2018) Zamani et al, (2020),. they conducted a research the impact of the factors of price, service quality, restaurant ambiance and food quality on customer satisfaction in Nepalese restaurants, and the study found that all these factors effected customer satisfaction.…”

Improving Performance Services for Customer Satisfaction: A Case Study of Kentucky Fried Chicken

“…Sellers need to develop their food according to most of these demands or characteristics that customers want to gain more engagement from their customers. According to a study by Zamani (2020), improving the image and brand awareness of goods and services is the goal of food quality, and doing so will accelerate corporate growth.…”

Manpower and Service Quality of Fast-Food Restaurant: KFC Restaurant

“…Also, KFC Restaurant has its own uniform which contributes to a professional look. According to research by Zamani et al (2020) shows the major crucial aspect that affected customers' satisfaction with KFC Petaling Jaya was the environment of the facilities. They were willing to visit KFC Petaling Jaya more frequently if the facilities' ambiance was excellent and satisfactory rather than another criterion.…”

“…Operations in Malaysia KFC restaurants have become primary issues of customer satisfaction towards its service, food, and ambiance quality (Zamani et al, 2020). Therefore, this research paper will interpret further on how the influence of manpower improves the service quality of fast-food restaurants in KFC.…”