Conclusion

Based on the data collected from questionnaires, I would like made an overall conclusion for KFC, Genting Kelang. In the previous post, I had showed the questions and the results that gathered from 20 respondents. There are 4 categories in customers’ satisfaction which are food, environment, services and staffs. There are divided to 5sub part in each of the category.

Category	Average      mean (a)	Average         mean(b)	Average           mean ( c)	Average          mean (d)	Average             mean (e)
Food	2	3.2	3.45	3.7	3.75
Environment	2.95	2.95	3.35	3.45	3.3
Services	3.15	3	3.45	3.35	3.6
Staff	3.1	2.9	3.1	3.1	3.05

Based on the table above, it shows that for food category, sub part (e) attain the highest mean which is 3.75. The question is about the dishes were tasty and delicious, so average of the 20 respondents are agree with it. However, there are only 2.00 for sub (a), the food was healthy. Big part of the respondents feels that they are disagreeing with this question. 

Besides that, in the environment, KFC achieve the highest average mean for sub part (d) among the 5 sub part, which are 3.45. Yet, KFC need to improve the cleanliness for restaurant and washroom, it is only attains 2.95 respectively for sub (a) and (b), which is the lowest average mean in the environment. 

Furthermore, for the service category, the highest average mean is 3.6 for sub (e), the question is asking about the food order was correct and complete. A big of the respondents feels that KFC has done a good job for taking the food order correctly. However, there are only 3.00 for sub (b) which is the waiting time was short.  Respondents do not agree with it.

Moreover, in the staff category, the average mean are moderate, there have 3 same average mean for staff which is sub (a), (c) and (d). Respondents feel that the staffs in KFC do not have a good behaviour when serving the customers. The lower average mean is sub (b); the question is the staffs were aware for taking order with customers.  Staffs in KFC do not get attention on the customers. 

On the whole, KFC at Genting Kelang have a good customers satisfaction, it can clearly see that in 4 categories, there are big part of the sub part which get 3 points. But, KFC still can improve their services and staffs. KFC can let train their staffs and receive more feedback from customers. So that, KFC can gain more customers.