From the interview that I had conducted earlier, I found out that most of the customers prefer to go to Old Town White Coffee with their friends. I also found out that some of them are not satisfied with the services in Old Town White Coffee as the air-conditioning are not functioning well. So, the managers in charge should try to solve this problems from occur again as this will affects the image of Old Town White Coffee. Besides that, if Old Town White Coffee really charges its products into a higher prices, it will loss many of its customers as the customers may not be able to accept about the increase in prices of the products.
Tuesday 23 July 2013
Voice Recording Interview
I had carried out the interview session on 20 July 2013. During the interview, I had interviewed 10 customers by asking them 8 questions in order to obtain some opinions about their level of satisfaction towards Old Town White Coffee.
The 1st interviewee, Jefferson, who is a student says that he will visits to Old Town White Coffee three times a month. Normally, he will pay a visits to Old Town White Coffee on weekdays as he will discuss some of his home works with his friends. He will be visiting to Old Town White Coffee with his friends most of the time whenever he visits to Old Town White Coffee. He is not very satisfied with the products provided by Old Town White Coffee as the portion of the food is too small. But for the services he is quite satisfied but he recommends that the employees should be trained to speak more well english in order to communicate more easily with the customers. He is also very satisfied with the environment in Old Town White Coffee but he recommends that the air-conditioner should be more cooler as the weather is very hot.
He thinks that Old Town White Coffee should increase the choices of food in their set menu in order to have some new choices which can attracts more customers. He think that if Old Town White Coffee makes changes in the prices of the products, he will think twice before he visits to Old Town White Coffee.
The 2nd interviewee is Mr. Wee. He is also a student and he says that he visits Old Town White Coffee twice a month. He will visits to Old Town White Coffee as long as he has the free time to go. Normally, he will visits to Old Town White Coffee with his friends. He is satisfied with the products and services which provided by Old Town White Coffee as he likes to drink the coffee in Old Town. He is also very satisfied with the environment in Old Town White Coffee as the environment are very comfortable and relaxing. There are also sofa in the Old Town White Coffee for him to enjoy his coffee together with his meals. He thinks that the Old Town White Coffee should increase the choices of food in their set menu by adding some other new items such as rojak as this is a very delicious food in Malaysia that we could not missed out. He will still visit to Old Town White Coffee although the prices had increased because if the products and services quality is still that excellent.
The 3rd interviewee is Ms.Carmen which works an employee. She will visits Old Town White Coffee twice a month. Normally, she will pay a visit to Old Town White Coffee during weekdays. She will visits to Old Town White Coffee with her family and also her friends for gathering and also chit-chatting with her family and also her classmates. In her opinion, she thinks that some of the products in Old Town White Coffee are nice and some are not really suits her own taste. For the services, she thinks that the services are average and she will rank for 8 out of 10 in terms of the excellence of their services provided by Old Town White Coffee. She is also quite satisfied with the environment in Old Town White Coffee but she claims that the air-conditioner in Old Town White Coffee is not very cool. She suggests that Old Town White Coffee can comes out with a variety of specialty products to attracts more customers to dine in Old Town White Coffee. If there are some changes in the prices of the products, she will most probably will not visit to Old Town White Coffee as she is not willing to pay so high price for the products.
And here comes the 4th interviewee who are Ms. Cheryl. She also works as an employee. From the interview, she says that she will pays a visits to Old Town White Coffee twice a month. She will visits to Old Town White Coffee during weekdays at lunch or dinner time. She will visit Old Town White Coffee based on different situation. During working hours, she will go with her clients. Sometimes, she also will go with her friends after she back from work. She is not very satisfied with the products and services provided by Old Town White Coffee. It is because the services in not that excellent and yet the prices of the products which are being charged are too high. She also complaints that the environment in Old Town White Coffee is not that relaxing and comfortable as the surroundings are hot and the air-conditioning seems like not functioning well. She also thinks that the choices of food in the menu should be changed by adding in more new foods and beverages so that customers can try on new products. If there are some changes on the prices of the products, she will probably will not visit to there.
Ms. Shelly, the 5th interviewee, a student, and she says that she will went to Old Town White Coffee once a week. Normally, she will pays a visit to Old Town White Coffee with her friends after she back from her work. She is satisfied with the products and services provided by Old Town White Coffee as the tastes of the products suits her tastes and the services are also excellent. For the environment, she also feels relaxing and comfortable as she can enjoy the atmosphere there with her friends after back from work. She suggests that Old Town White Coffee can try to came out with something new to attract customers such as some special desserts or main dishes. If there is some changes in the prices of the products, she may still accept it as she is not very concern much on these issues.
Mr. Louis, which is the 7th interviewee, he also works as an employee. He seldom visits to Old Town White Coffee. Normally, he will visits Old Town White Coffee during weekends as he is busying with his works. He will visits to Old Town White Coffee together with his friends. He is also quite satisfied with the environment in Old Town White Coffee as the environment makes him feels relaxing and comfortable. He also suggests that Old Town White Coffee should increase the choices of the food as more choices of the food will have a higher competitive advantages. If there is some changes in the prices, he will not prefer Old Town White Coffee as his preferred choices.
The 8th interviewee is Ms.Winnie, she is a student. She will visits Old Town White Coffee twice a month. Normally, she will pay a visit to Old Town White Coffee during weekdays. She will visits to Old Town White Coffee with her family and also her friends for gathering and also chit-chatting with her family and also her classmates. In her opinion, she thinks that some of the products in Old Town White Coffee are nice and some are not really suits her own taste. For the services, she thinks that the services are average. She is also quite satisfied with the environment in Old Town White Coffee but she claims that the air-conditioner in Old Town White Coffee is not very cool. She suggests that Old Town White Coffee can comes out with a variety of specialty products to attracts more customers to dine in Old Town White Coffee. If there are some changes in the prices of the products, she will most probably will not visit to Old Town White Coffee as she is not willing to pay so high price for the products.
The 9th interviewee is Vincent. He is a student and from the interview with him, he says that he will visit Old Town White Coffee twice a month. He will visits to Old Town White Coffee as long as he has the free time to go. Normally, he will visits to Old Town White Coffee with his friends. He is satisfied with the products and services which provided by Old Town White Coffee as he likes to drink the coffee in Old Town. He is also very satisfied with the environment in Old Town White Coffee as the environment are very comfortable and relaxing. There are also sofa in the Old Town White Coffee for him to enjoy his coffee together with his meals. He thinks that the Old Town White Coffee should increase the choices of food in their set menu by adding some other new items to attract their customers. He will still visit to Old Town White Coffee although the prices had increased because if the products and services quality is still that excellent.
The 1st interviewee, Jefferson, who is a student says that he will visits to Old Town White Coffee three times a month. Normally, he will pay a visits to Old Town White Coffee on weekdays as he will discuss some of his home works with his friends. He will be visiting to Old Town White Coffee with his friends most of the time whenever he visits to Old Town White Coffee. He is not very satisfied with the products provided by Old Town White Coffee as the portion of the food is too small. But for the services he is quite satisfied but he recommends that the employees should be trained to speak more well english in order to communicate more easily with the customers. He is also very satisfied with the environment in Old Town White Coffee but he recommends that the air-conditioner should be more cooler as the weather is very hot.
He thinks that Old Town White Coffee should increase the choices of food in their set menu in order to have some new choices which can attracts more customers. He think that if Old Town White Coffee makes changes in the prices of the products, he will think twice before he visits to Old Town White Coffee.
The 2nd interviewee is Mr. Wee. He is also a student and he says that he visits Old Town White Coffee twice a month. He will visits to Old Town White Coffee as long as he has the free time to go. Normally, he will visits to Old Town White Coffee with his friends. He is satisfied with the products and services which provided by Old Town White Coffee as he likes to drink the coffee in Old Town. He is also very satisfied with the environment in Old Town White Coffee as the environment are very comfortable and relaxing. There are also sofa in the Old Town White Coffee for him to enjoy his coffee together with his meals. He thinks that the Old Town White Coffee should increase the choices of food in their set menu by adding some other new items such as rojak as this is a very delicious food in Malaysia that we could not missed out. He will still visit to Old Town White Coffee although the prices had increased because if the products and services quality is still that excellent.
The 3rd interviewee is Ms.Carmen which works an employee. She will visits Old Town White Coffee twice a month. Normally, she will pay a visit to Old Town White Coffee during weekdays. She will visits to Old Town White Coffee with her family and also her friends for gathering and also chit-chatting with her family and also her classmates. In her opinion, she thinks that some of the products in Old Town White Coffee are nice and some are not really suits her own taste. For the services, she thinks that the services are average and she will rank for 8 out of 10 in terms of the excellence of their services provided by Old Town White Coffee. She is also quite satisfied with the environment in Old Town White Coffee but she claims that the air-conditioner in Old Town White Coffee is not very cool. She suggests that Old Town White Coffee can comes out with a variety of specialty products to attracts more customers to dine in Old Town White Coffee. If there are some changes in the prices of the products, she will most probably will not visit to Old Town White Coffee as she is not willing to pay so high price for the products.
And here comes the 4th interviewee who are Ms. Cheryl. She also works as an employee. From the interview, she says that she will pays a visits to Old Town White Coffee twice a month. She will visits to Old Town White Coffee during weekdays at lunch or dinner time. She will visit Old Town White Coffee based on different situation. During working hours, she will go with her clients. Sometimes, she also will go with her friends after she back from work. She is not very satisfied with the products and services provided by Old Town White Coffee. It is because the services in not that excellent and yet the prices of the products which are being charged are too high. She also complaints that the environment in Old Town White Coffee is not that relaxing and comfortable as the surroundings are hot and the air-conditioning seems like not functioning well. She also thinks that the choices of food in the menu should be changed by adding in more new foods and beverages so that customers can try on new products. If there are some changes on the prices of the products, she will probably will not visit to there.
Ms. Shelly, the 5th interviewee, a student, and she says that she will went to Old Town White Coffee once a week. Normally, she will pays a visit to Old Town White Coffee with her friends after she back from her work. She is satisfied with the products and services provided by Old Town White Coffee as the tastes of the products suits her tastes and the services are also excellent. For the environment, she also feels relaxing and comfortable as she can enjoy the atmosphere there with her friends after back from work. She suggests that Old Town White Coffee can try to came out with something new to attract customers such as some special desserts or main dishes. If there is some changes in the prices of the products, she may still accept it as she is not very concern much on these issues.
The 6th interviewee, Ms. Lim, also works as an employee. She will pay a visit to Old Town White Coffee once a month. She will normally pays a visit to Old Town White Coffee during weekend. She will visit to Old Town White Coffee in the morning to have breakfast together with her friends. She is satisfied with the services provided by Old Town White Coffee because the quality of foods provided is quite good and their waiters are friendly. She is also very satisfied with the environment in Old Town White Coffee as the environment in there are relaxing and comfortable. She also says that Old Town White Coffee should increase the choices of the menu in order to attract more customers. If there are changes in the prices of the products, she most probably will not visit to there as it is not worth for her.
Mr. Louis, which is the 7th interviewee, he also works as an employee. He seldom visits to Old Town White Coffee. Normally, he will visits Old Town White Coffee during weekends as he is busying with his works. He will visits to Old Town White Coffee together with his friends. He is also quite satisfied with the environment in Old Town White Coffee as the environment makes him feels relaxing and comfortable. He also suggests that Old Town White Coffee should increase the choices of the food as more choices of the food will have a higher competitive advantages. If there is some changes in the prices, he will not prefer Old Town White Coffee as his preferred choices.
The 8th interviewee is Ms.Winnie, she is a student. She will visits Old Town White Coffee twice a month. Normally, she will pay a visit to Old Town White Coffee during weekdays. She will visits to Old Town White Coffee with her family and also her friends for gathering and also chit-chatting with her family and also her classmates. In her opinion, she thinks that some of the products in Old Town White Coffee are nice and some are not really suits her own taste. For the services, she thinks that the services are average. She is also quite satisfied with the environment in Old Town White Coffee but she claims that the air-conditioner in Old Town White Coffee is not very cool. She suggests that Old Town White Coffee can comes out with a variety of specialty products to attracts more customers to dine in Old Town White Coffee. If there are some changes in the prices of the products, she will most probably will not visit to Old Town White Coffee as she is not willing to pay so high price for the products.
The 9th interviewee is Vincent. He is a student and from the interview with him, he says that he will visit Old Town White Coffee twice a month. He will visits to Old Town White Coffee as long as he has the free time to go. Normally, he will visits to Old Town White Coffee with his friends. He is satisfied with the products and services which provided by Old Town White Coffee as he likes to drink the coffee in Old Town. He is also very satisfied with the environment in Old Town White Coffee as the environment are very comfortable and relaxing. There are also sofa in the Old Town White Coffee for him to enjoy his coffee together with his meals. He thinks that the Old Town White Coffee should increase the choices of food in their set menu by adding some other new items to attract their customers. He will still visit to Old Town White Coffee although the prices had increased because if the products and services quality is still that excellent.
The last interviewee is Ms. Hue. She is an employee and from the interview with her, I found out that she visit Old Town White Coffee once a week. Normally, she will visit to there during weekend. She also will visit to there with her friends or clients after she came back from work. She is quite satisfied with the products and services which are provided by Old Town White Coffee as the products suits her taste and the services provided are also friendly. She also loves the environment in Old Town White Coffee as it is very relaxing and comfortable for her to have a rest after back from work. She also thinks that Old Town White Coffee should introduce some extra new products to their customers besides the products in the menu. If there are some changes in the prices of the products, she will still pay a visits to there as she would like to see to what extend the prices are being charged.
Interview Questions
1. How often do you visit Old Town White Coffee?
2. Normally when you will visit Old Town White Coffee? During weekdays or weekend?
3. Who do you visit Old Town White Coffee with? Your friends or family?
4. Are you satisfied with the products and services provided by Old Town White Coffee? Why?
5. How is the environment of Old Town White Coffee? Is it relaxing and comfortable?
6. Do you think that Old Town White Coffee should increase the choices of food in their set menu?
7. If there are some changes in the prices of the products, will you still visit to Old Town White Coffee?
2. Normally when you will visit Old Town White Coffee? During weekdays or weekend?
3. Who do you visit Old Town White Coffee with? Your friends or family?
4. Are you satisfied with the products and services provided by Old Town White Coffee? Why?
5. How is the environment of Old Town White Coffee? Is it relaxing and comfortable?
6. Do you think that Old Town White Coffee should increase the choices of food in their set menu?
7. If there are some changes in the prices of the products, will you still visit to Old Town White Coffee?
Sampling Technique
I would like to use the non-probability sampling methods as my sampling technique for conducting the interview. The non-probability sampling methods which I will choose is the quota-based by which I will collect the opinions from the customers.
Research Questions
Does the customers satisfied with the products and services provided by Old Town White Coffee?
Research Objective
To find out about the level of satisfaction of customers towards Old Town White Coffee in terms of their products and services.
Research Methods
1. To conduct interviews at Old Town White Coffee to find out about the level of satisfaction of the customers towards Old Town White Coffee.
2. Sampling Methods
Does the customers satisfied with the products and services provided by Old Town White Coffee?
To find out about the level of satisfaction of customers towards Old Town White Coffee in terms of their products and services.
Research Methods
1. To conduct interviews at Old Town White Coffee to find out about the level of satisfaction of the customers towards Old Town White Coffee.
2. Sampling Methods
- Target population: Old Town White Coffee in Malaysia
- Sampling Frame: Old Town White Coffee in Kuala Lumpur
- Sampling Unit:
Primary-Old Town White Coffee in Melati Utama
Secondary-Interview on the weekend customers in Old Town White Coffee in Melati Utama
Tertiary-Whole day in weekend from morning to night in Old Town White Coffee in Melati Utama
Company Background of Old Town White Coffee
Group’s history can be traced back to the incorporation of White Cafe in 1999 with the intention to provide quality white coffee to Malaysian households and the food services industry, The co-founders and Executive Directors, Mr Goh Ching Mun and Mr Tan Say Yap formulated their own blend of 3-in-1 instant white coffee and commenced manufacturing in 1999. In 1999, they successfully commercialised the instant 3-in-1 coffee mix under the ‘OLDTOWN’ brand name for the retail sector. As at 31 October 2009, the ‘OLDTOWN’ 3-in-1 instant coffee mix was sold in approximately 1,348 retail outlets nationwide in Malaysia, approximately 550 retail outlets in Singapore and approximately 2,100 retail outlets in Hong Kong.Since the opening of the first ‘OLDTOWN WHITE COFFEE’ cafe outlet in Ipoh in 2005, the chain of cafe outlets have expanded to reach 137 cafe outlets in Malaysia and Singapore as at 31 October 2009. This includes fully and partially owned and franchised cafe outlets. In 2005 and 2006, they also had established their subsidiaries namely Old Town Kopitiam, Old Town Kopitiam Butterworth, Old Town Kopitiam Kuala Lumpur, Old Town Kopitiam Cheras, Conneczone to focus on operating cafe outlets in different areas and states within Malaysia.
Introduction
Hello everyone.Currently, I am pursuing my studies at Tunku Abdul Rahman University College. The course that I was taking is Advanced Diploma in Business Administration. Business Research is one of my third semester's subject and we are required to complete the assignment based on some of the methods include interview, questionnaire, observations or experiments. So, I had chosen interview for my assignment. The franchise that I had chosen for my assignment is Old Town White Coffee. I also had done some interview in the Old Town by interviewing the customers who dine in to ask them about their opinion about Old Town.
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