Conclusion of the Customer Satisfaction Research

After collecting and analyzing the data, i would like to make a conclusion for overall of customer satisfaction of KFC. In the conclusion, i will separate the information of customer satisfaction that had been collected based on 4 categories which is food, dining environment, services and staff by provide the average mean for every sub-question in all of the category. Each of the category will have 5 sub-questions.

(1) Food

The histogram above is the average mean of the 5 sub-questions in the food category. From the histogram above, we can know the tasty of food was gaining the highest mean that is 4.05 because there were many respondents agree with the food of KFC was tasty and delicious. By providing the tasty and delicious foods, KFC gains high satisfaction from the customer. But, the lowest mean is 3.00 which is about the healthy of the food in the KFC. So, the respondents think that the food in KFC is delicious but it seems like not enough healthy for the customers and gain a low satisfaction from the customers. In order to increase the satisfaction about the healthy, KFC can try to come out with some combo set meal that include more fresh vegetables because some of the meals in KFC are lack of vegetables inside. So, KFC can try to balance the vegetables and meats to promote the absorb of balance diet.

(2) Dining Environment

The histogram above is the average mean of the 5 sub-questions in the dining environment category. From the histogram above, we can know the seat arrangement is good gaining the highest mean that is 3.70 because there are many of respondents agree with the seat arrangement of KFC is neat and comfortable. By arrange the seats with neat and good, KFC gains high satisfaction because the customers feel comfortable with the arrangement of the seats. But, KFC gains a low satisfaction from the customers due to their washroom is not clean enough because the mean for the cleanness of washroom is the lowest which is 3.00. So, KFC needs to take some actions to prevent the customer satisfaction keep decrease. I suggest that KFC can increase the frequency of cleaning the washroom per day. In order to solve the problem, KFC needs to ensure their washroom is clean.

(3) Services

The histogram above show the average mean of the 5 sub-questions in the services category. From the histogram above, we can know the food order of customers are correct and complete in the KFC because it gain a mean of 3.70. So, this will let the customers have the high satisfaction based on their orders are serving with correctly and completely. But, there also have 1 sub-question that gain the lowest mean that is 2.90 for the service was fast because customers feel disagree with the services of KFC is fast. So, the service of KFC is not fast enough based on the perspective of the respondents. In order to improve the speed of the services, KFC can recruitment more workers to serve the customers with fast.

(4) Staff

The histogram above shows the average mean of 5 sub-questions in the staff category. From the histogram above, we can know the awareness of staff in KFC is good because this has gain the highest mean which is 3.25. So, the customers are satisfy with the awareness of the staff because the staff can aware there have customer and take the order with immediately. But, the customer satisfaction is low with the mean of 3.00. This is about the staff of KFC does not smile to the customers when they are taking the order with the customers. In order to increase the customer satisfaction, KFC can teach or train the staff to show a smile face toward the customers when they are taking the order from the customers.

Lastly, the customer satisfaction of KFC is moderate because some areas that still need to improve and enhance to increase the satisfaction of the customers such as the healthy of food, cleanness of the washroom, speed of services provided and the attitude of staff when taking orders. But, there also have some of the areas are quite good because those areas are gaining the high satisfaction from the customers such as their food is tasty, seat arrangement, food order of customers are correctly and completely, and the awareness of staff to take orders.