CHAPTER 1

INTRODUCTION

1.1 Introduction of Faham Bina Cafe and Fares Castle Café

Cafeteria is a type of food service which has no waiting staff for table service. Cafeterias
are unlike restaurant which is located in a complex building like office or malls.
Cafeteria is likely to be associated as eatery area that can be found in higher learning
institution or schools. Cafeterias are different from coffee houses or restaurant, instead of
using table service; they provide food-serving counters or stalls, and it is either in a line
or allowing arbitrary walking paths. Customers take the food they require as they
walk along, placing it on a tray. In addition, there are often stations where customers
order food and wait while it is prepared, particularly for items be served hot and can be
quickly prepared.
Faham Bina and Fares Castle as café A and café B is cafeteria in University Tun
Hussien Onn Malaysia (UTHM) and located at library UTHM as known as Tunku Tun
Aminah library. Both of the cafes started their business hour at 7.30 a.m and 6.00 p.m
from Monday to Friday. There have 4 workers to help the Faham Bina cafeteria and 3
workers at Fares Castle. Our study in Faham Bina and Fares Castle cafeteria is we want
to investigate the customer satisfactions towards their food drink, prices and services. At
the same time, we also want to know the customer preferences on food and drink. We
will conduct this study by using the method of customer survey.
1.2 Problem Statement

Cafeteria or any stall in UTHM are very depends on students satisfaction towards
their foods, prices and services. There are some of the students are very choosy when it
comes to food. This situation has given us the opportunity to help Faham Bina café and
Fares Castle café to identify students satisfaction towards their foods, prices and services.
Students satisfaction is very crucial for both of the café because majority of the students
that have class in library especially aerounatic students will come and eat at their café.
Every students have their own preferences when choosing foods and drinks. Personal
preferences are influence by several factor such as price and many others. Therefore,
study on students personal preference through survey are important to improve both cafe
selling performance.

1.3 Objective of Study

1.31 To investigate the students’ satisfaction towards foods, price of foods and services

We can give them insight into exactly how people respond toward foods, price
of foods and services. Students satisfaction information can give them ideas to
improve on their taste of foods, prices and services.

1.32 To identify students’ preferences on food and drink provided

We can evaluate the customer’s preferences so that the café know the
important variables that influence the students when purchasing the foods and
what drinks they prefer to have in café.
.
1.4 Scope of Study
The focussed in our study are limited at University Tun Hussien Onn Malaysia area. The
study only considers the customer of the company and have been covered based on
questionnaire consist of customer satisfaction and preferences. The study will be
conducted within two months.

1.5 Significant of Study

This study will provide assistance in part of data analysis and interpretation of results.
The café’s Faham Bina and Fares Castle would be able to know the customer satisfaction
based on three aspects which are products, prices and services. These three aspects are
very crucial for both of the cafe. Students’ satisfaction is important for both of the café in
order for them to provide the best products, prices and services. At the same time, they
will identify the strength and weaknesses of their company.
Other than that, both of the cafe would be able to identify the students preferences based
on the survey that we did on UTHM students.

1.6 Summary
This study is on student’s satisfaction and preferences towards Faham Bina cafe and
Fares Castle cafe. Next is the methodology part. In this part, we explained about method that
we used and result that we obtained from our study.
 CHAPTER 2

METHODOLOGY

This chapter provides an outline of the research methodology. The methodology includes the
methods, procedures, and techniques used to collect and analyse information needed. Thus,
we specify the method that we used to collect the data.

2.1 Data Collection

To study the customer satisfaction on café in Tunku Tun Aminah Library (UTHM) and we
decide to develop the questionnaire. A questionnaire is a technique for collecting data in
which a respondent provides answers to a series of questions. The questionnaire is distributed
to 200 students who eat at the café.

Before we start develop the questionnaire, we list down the objective for our study. A
well-designed questionnaire should meet the study objectives. The objectives are the
guideline to help us come up with the questions that need to put in the questionnaire.
Therefore when we know our objectives, it helps us to know what kind of information that
we need in this study.

Besides that, it should obtain the most complete and accurate information possible.
The respondents must fully understand the questions and are not likely to refuse to answer.
Therefore, we list down all the question that might be used and we decide the question that
suitable and relevant to put in the questionnaire. Every group members contributed their ideas
in develop the questionnaire process.

Then after we complete develop the questionnaire, we distributed the questionnaire to

our respondent. Before we distributed, we decide to distribute the questionnaire to 200
students in UTHM. Therefore, by using random sampling, we distributed the questionnaire to
the respondents. With simple random sampling, there would an equal chance (probability)
that each of the students in UTHM could be selected for inclusion in our sample. Our desired
sample size was around 200 students. Each of these students would subsequently be sent a
questionnaire to complete. In our study, we define the population is the UTHM students. We
took the sample size 200 students. Finally we randomly select 200 students from UTHM to
answer our questionnaire

A questionnaire is simply a ‘tool’ for collecting and recording information about a

particular issue of interest. It is mainly made up of a list of questions, but should also include
clear instructions and space for answers. Questionnaires should always have a definite
purpose that is related to the objectives of the research and it needs to be clear from the outset
how the findings will be used. Respondents also need to be aware of the purpose of the
research wherever possible, and should be told how and when they will receive feedback on
the findings.

In this study, we do a survey at two places which are Café A and Café B. So, we have
two set of questionnaire to distribute. This survey covers on students’ satisfaction and
preferences.

At Café A, we construct the questionnaire based on our objectives which are to

identify the students’ satisfaction towards foods, prices of foods and services and to identify
students’ preferences on food provided. Besides, in this survey form we have divided into
three parts consist of Part A, Part B and Part C. We start the questionnaire by constructing
demographic of the respondents at Part A. There are given three questions at this part which
are gender (Male or Female), Faculty that are given seven option of types of faculty in
UTHM. For the third question is about race consist Malay, Chinese, Indian and Others as a
choice to respondents.

In the middle of the questionnaire is Part B consisting 6 questions choose one answer
for every question. First question is about the frequently respondent purchase from this
cafeteria. There are given four choices which are 1-3 times a week, 4-6 times a week, 7-9
times a week and more than 10 in a week. Meanwhile, question 2 to 6 are covered according
to respondents satisfaction which are 1 for not very satisfy until 5 for very satisfy based on
the criteria in the questionnaire; taste, quantity, the food being served, price and services from
seller.
 For the last part in this questionnaire have three questions and respondents can choose
to answer more than one selection for every question. Starting with question 7 has asked the
expectation of the respondents in future to improve the quality of the café and there are given
6 choices to be select. Other than that, question 8 involve type of foods that respondents
prefer most and have 9 options to be chosen. Last question in this questionnaire is about the
factor that affect when you buy the foods. This is a type of rank question. This question needs
respondents to rank from 1 to 5 that are consisting price, the quantity, the food appearance,
not have other choices and hungry.

We also construct the questionnaire at Café B based on our objectives which are to
identify the students’ satisfaction towards drinks, prices of drinks and services and to identify
students’ preferences on drinks provided.

There are also having three parts in this set of questionnaire (Café B) which are Part
A, Part B and Part C. Same as questionnaire in Café A, we start the survey form with
demographic in Part A. Next, in Part B of Café B consist of 8 questions and choose one
answer for every question. For the first question is about the frequently of respondents eat at
this cafeteria. There are given 4 choices, 1-3 times a week, 4-6 times a week, 7-9 times a
week and more than 10 in a week. Second question is asking respondents when they are
always buy the foods at this café either in the morning, afternoon and evening. For question 3
to 8 are covered according to respondents satisfaction based on the criteria in this
questionnaire; taste, quantity, the food being served, price and services from seller.
Furthermore, there is a question asking about if respondents ever had food poisoning after
eating at café had been asked at question 8 and the answer in the form of “Yes” or “No”.

Furthermore, there are involving 4 questions in Part C at Café B questionnaire,

starting with question 9 ask about respondents’ opinion towards either this café needs to serve
heavy food to the students and the answer also in the form of “Yes” or “No”. Next, question
10 is related to question 9 because question 10 have 4 types of heavy food and 1 other
suggestion and can be choose one answer are given for those chose “Yes” at question 9.
Other than that, question 11 is about type of drinks respondent prefer to have at Café B and
there are given 4 option, choose one answer consisting ice blended, fruit juices, milk and
others. Lastly, question 12 involves the suggestion for Café B to improve their efficiency in
services. There are also have 4 choices and choose one answer which are quickly clean the
tables after students have finish eating, increase the effectiveness on delivering food to the
customers, increase the employee and other suggestion by respondent if they have.

In this study, we use SPSS software. SPSS is a comprehensive system for analysing
data. SPSS can take data from almost any type of file and use them to generate tabulated
reports, charts, and plots of distributions and trends, descriptive statistics, and complex
statistical analysis.

SPSS has scores of statistical and mathematical functions, scores statistical

procedures, and a very flexible data handling capability. It can read data in almost any format
(e.g., numeric, alphanumeric, binary, dollar, date, time formats), and version 6 onwards can
read files created using spread sheet/data base software. It also has excellent data
manipulation utilities.

There are some of the functionalities of SPSS:

i. Data transformations
ii. Data Examination
iii. Descriptive Statistics
iv. Contingency tables
v. Reliability tests
vi. Correlation
vii. T-tests
viii. ANOVA
ix. General Linear Model (Release 7.0 and higher)
x. Regression
xi. Nonlinear Regression
xii. Logistic Regression
xiii. Log linear Regression
xiv. Discriminant Analysis
xv. Factor Analysis
xvi. Cluster analysis
 There are three types of data that we collected and analyse. Firstly, categorical or nominal
data is the least complex form of data we can collect. Each category included in this type of
question is simply assigned a number for tallying purpose. Simple count, percentage and the
mode are the appropriate statistics to use with nominal data. Next, we also use ordinal data
that provide us the ability to create order. We used ordinal data to study customer preferences
on foods or drinks where the respondents are asked to order from least to most prefer. This
appropriate statistics include percentage, mean, frequency and medians. Besides, interval data
utilizes specific and fixed intervals. Likert scales is one of the interval data. With interval
data we can employ averages, standard deviations, percentage and counts.

2.12 Reliability

Reliability Statistics

Cronbach's N of Items
Alpha

.773 5

Reliability Statistics

Cronbach's N of Items
Alpha

.782 5

The table () and () shows the reliability statistics analysis from Café A and Café B. Cronbach’s alpha
reliability coefficient normally ranges between 0 and 1. The closer Cronbach’s alpha coefficient is to
1.0 the greater the internal consistency of the items in the scale. From the reliability statistics table ()
and (), it shows an alpha 0.773 and 0.782. Therefore, it should be noted that the high value of
Cronbach’s alpha indicates acceptable internal consistency of the items.
3.2 Descriptive Analysis

3.2.1 Analysis and Result of Café A

Demographic

Gender

Figure 1

Based on the figure 1 above show the percentage of respondents for customer survey in café
A. From the pie chart, it shows that the percent of female respondent are higher which 63.5%
compare to respondent male which 36.5%.
Faculty

Faculty
Frequenc Percent Valid Cumulative
y Percent Percent
FKEE 24 12.0 12.0 12.0
FKAA
28 14.0 14.0 26.0
S
FKMP 13 6.5 6.5 32.5
FSTPI 70 35.0 35.0 67.5
FPTP 19 9.5 9.5 77.0
Valid
FPTV 11 5.5 5.5 82.5
FSKT
20 10.0 10.0 92.5
M
FTK 5 2.5 2.5 95.0
PPD 10 5.0 5.0 100.0
Total 200 100.0 100.0

Table 1

From the table 1 above it show that the percent between faculties in UTHM that have visit the
cafe A. From the descriptive above the most respondent came from FSTPI students which
35%. The lower percentage which is FTK student which is 2.5%.Whereas the other faculty
like FKEE the percent student which is 12%,FKAAS student with 14%,FKMP student with
6.5%,FPTP student which 9.5%,FPTV students which 5.5%,FSKTM students which 10% and
PPD students which 5%.
Race

From the bar chart above it clearly show that the frequency respondent Malay is higher than
the rest of race. It show that the frequency of Malay respondent which is 136 whereas
frequency Chinese respondent 40 Indian 21 and other 3.

To investigate the students’ satisfaction towards foods, price of foods and services

From the table above, it shows that majority students (69.5%) frequently purchase from the
café 1-3 times a week, while minority students (2.5%) frequently purchase from the café
more than 10 in a week. This is because not all the students have all classes in library. They
only have some classes in library. Besides that, some of students do not have classes in
library. But they came to library for discussion or study. Therefore, from 200 respondents,
139 from them frequently purchase from the café 1-3 times a week. While, only a small
portion of students have classes every day in library. For example, Statistics Industrial
students have all the classes in library. The café is near with their lecture room and hall room.
Therefore, it is easier for them to get food from the café. Only 5 respondents frequently
purchase from the café. We can conclude that, they are regular customers.

From the table above, it shows that majority students (42.0%) choose neutral (scale 3) to
describe their satisfaction on the food taste, while minority students (3.5%) choose not very
satisfy (scale 1) on the food taste. We can conclude that, only some of the students not satisfy
and not very satisfy (17.5%) with the food taste.

The students that choose neutral are because they are not able to describe their taste. This is
because they think that the taste is quite okay but they think that the taste should be improved
to get the highest level of satisfaction from the customers. They think that the food is not taste
well, but it still can be consumed. We can conclude that the students who choose neutral are
not picky eater.
Only a few students not very satisfied with the taste. We can conclude that, the students who
choose not very satisfy are picky eater. Picky eater is very selective about what they eat. They
have a high level taste on the food.

From the table above, it shows that majority students (44.5%) choose neutral (scale 3) to
describe their satisfaction on the food quantity, while minority students (4%) choose not very
satisfy (scale 1). We can conclude that, only some students not very satisfy and not satisfy
(19%) with the food quantity.

The students who choose neutral maybe think that the quantity is quite fine. The portion of
the food is neither too small nor too much. It shows that the students think that it is suitable
but at the same time they think that it is better if the quantity of the food is increase.

Besides that, the students who choose not very satisfy is because they think that the quantity
is not suitable for them. This is usually happened for those who like to eat with large portion
of food.
From the table above, it shows that majority students (42%) choose neutral (scale 3) to
describe their satisfaction on how the food is being served, while minority students (1.5%)
choose not very satisfy (scale 1). We can conclude that, only some students not very satisfy
and not satisfy (15.5%) with how the food is being served, while majority students satisfy and
very satisfy (42.5%).

Majority students choose neutral because they neither satisfy nor not satisfy. This is maybe
they think that how the food is being served is proper but need to serve the food with
efficient.

Besides that, only a few students not very satisfy. This is because they do not like to wait to
get food. Usually when pack hours, how the seller served the food became slow. Therefore,
they do not very satisfy with how the food is being served.
From the table above, it shows that majority students (38.5%) choose neutral (scale 3) to
describe their satisfaction on the food price in the café, while minority students (4%) choose
not very satisfy (scale 1). We can conclude that the only some of the students not very satisfy
and not satisfy (21.5%) with the food price, while majority students are very satisfy and
satisfy (40%).

Majority students choose neutral because they neither satisfy nor not satisfy with the food
price. This is maybe they think that the price is suitable when we compare with market price.
But they think that the seller should give the price that is suitable to students.

Only a few students not very satisfy with the food price. This is maybe they think that the
seller should offer lower price to students.
From the table above, it shows that majority students (50%) choose neutral (scale 3) to
describe their satisfaction on the service from the café, while minority students (3%) choose
not very satisfy (scale 1). We can conclude that only some of the students not very satisfy and
not satisfy (12.5%) with the services provided by the café.

Majority students choose neutral because they neither satisfy nor not satisfy with the service
from the café. This is maybe they think that the services is good but need to improved. The
seller should more friendly to entertain the customers. This will help the customers to feel
more comfortable.

Only a few students not very satisfy with the services. This is maybe because some of the
workers do not develop a good relationship with the customers. They do not smile and not
being friendly with the customers.
 Descriptive Statistics

N Mean Std. Deviation

Taste 200 3.27 .924

Quantity 200 3.20 .913
Food Served 200 3.35 .883
Price 200 3.22 .957
Service 200 3.32 .890
Valid N (listwise) 200

From the table above, it shows that the mean value for the customer satisfaction according to
the criteria which is taste, quantity, food served, price and service is 3.27, 3.20, 3.35, 3.22,
and 3.32. We can conclude that the criteria are maybe affecting the customer satisfaction.
How the food is being served and service are maybe the criteria that affecting the customer
satisfaction. This is because they think that how the food is being served is proper but need to
serve the food with efficient. Besides that, they choose services as the criteria that maybe
affecting the customer satisfaction. This is because they think that the service is good but
need to improve. The seller should be friendly to entertain the customers and keep good
relationship with the customer. This will help the customers to feel more comfortable.
Therefore, we can conclude that students maybe more prefer to look for how efficient the
food is being served and the service that provided by the seller.
To identify students’ preferences on food provided

Student’s Expectation In The Future to Frequency

Improve The Quality of The Cafe
Quantity of food is suitable with the price. 94
Cleanliness warranty (food & 102
environment).
The service from the seller is more 72
friendly.
Healthy food is available. 91
Taste better. 129
There is a variety of food offer. 126

The table () above described on student’s expectation in the future to improve

the quality of the café. There are several expectations that we suggested to
UTHM’s students. For instance, quantity of food is suitable with the price,
cleanliness warranty, the service from the seller is friendlier, and healthy food is
available, better in taste and verity of food offered. Majority of the respondents
choose taste better as the most expectation in the future. They really expect that
café A can improve in their taste of foods. Taste of food is very crucial because
people love to eat food that is balance with the flavour. It means that the foods
must not too oily, salty and spicy. Other than that, the least expectation that
choose from the respondents is the service from the seller is friendlier. Some of
the students expect the seller to be friendlier probably because previously the
services that the seller gave to them are not so good.
 120

100

80
Frequency

60

40

20

0
Chicken Nasi Nasi Chicken Soto Curry Kuih Fried Fried
Rice Lemak Berlauk Porridge Noodles Muih Noodles Rice
Type of foods

Figure ()

Figure () above shows the type of foods that students prefer to eat at café A. There are
several types of foods that were given to them to choose for example chicken rice, “nasi
lemak”, “nasi berlauk”, chicken porridge, “soto”, curry noodles, “kuih muih”, fried noodles
and fried rice. These type of foods are served by café A.

Majority of the students prefer to eat chicken rice at café A. This is probably because
of chicken rice is the most delicious food in café A. Other reason is probably because chicken
rice is satiated. Next. the food that students choose the least is noodles. We think that noodles
is the least preference by students probably because of the taste was not so delicious. In
addition, probably because of the noodles always have the bitter taste that come from lime
water.

So, from the reason above, café A need to improve the taste of their foods especially
fried noodles.
 Rank 1
80

70

60

50
Frequency

40

30

20

10

0
Price Quantity of foods Food appearances No other choices Hungry
Factors That Affect Students When You Buy The Foods

Figure ()

Based on graph in figure above, there are () students choose hungry as the first factor
that influences them to buy food at café A. The reason for students to choose hungry as the
first factor probably because they do not eat breakfast or lunch before going to class. This
will make them feel very hungry and starving. The least factor that student rank as the first
factor is the quantity of the foods. There are about () students choose quantity of the foods as
the first factor. The quantity of the foods do not influences the students too much because if
café A already finish the foods, they will go to café B or other stalls near to the library to buy
any other kind of foods and beverages.
 Rank 2
60

50

40
Frequency

30

20

10

0
Price Quantity of foods Food appearances No other choices Hungry
Factors That Affect Students When You Buy The Foods

Figure ()

Based on graph in figure above, there are () students choose price as the second factor
that influences them to buy food at café A. The reason for students to choose price as the
second factor probably because they need to choose café that give affordable prices to them.
Students prefer to eat at any places that give cheap and affordable prices. The least factor
that student rank as the second factor is hungry. There are about () students choose hungry as
the second factor. This is because majority of the students choose hungry as the first factor.
 Rank 3
60

50

40
Frequency

30

20

10

0
Price Quantity of foods Food appearances No other choices Hungry
Factors That Affect Students When You Buy The Foods

Figure ()

Based on graph in figure above, there are () students choose food appearances as the third
factor that influences them to buy food at café A. The reason for students to choose food
appearances as the third factor most probably because some of them are very choosy when it
comes to food. These students prefer to buy foods if the appearances of the foods are nice and
attractive. The least factor that students rank as the third factor is no other choices. There are
about () students choose no other choices as the third factor. When students got class in
library, they do not have any other choices of place to eat other than café at library.
 Rank 4
80

70

60

50
Frequency

40

30

20

10

0
Price Quantity of foods Food appearances No other choices Hungry
Factors That Affect Students When You Buy The Foods

Figure ()

Based on graph in figure above, there are () students choose quantity of foods as the
fourth factor that influences them to buy food at café A. The reason for students to choose
quantity of the foods as the fourth factor probably because they do not have any problems if
the food in both café are finish, they are still other places that they can go and eat. The least
factor that students rank as the fourth factor is the price. There are about () students choose
price as the fourth factor. The reason for this small value is because most of them are choose
price as the second factor. It is very clear that, price is more important than quantity of the
foods.
 Rank 5
70

60

50

40
Frequency

30

20

10

0
Price Quantity of foods Food appearances No other choices Hungry
Factors That Affect Students When You Buy The Foods

Figure ()

Based on graph in figure above, there are () students no other choices as the last factor
that influence them to buy food at café A. The reason for students to choose no other choices
as the last factor probably because there are only two café in library. They will still eat at the
café when they are hungry and do not have much time to go to other places to eat. The least
factor that students rank as the last factor is the quantity of the foods. There are about ()
students choose quantity of foods as the last factor. The reason for this small value is because
most of them are choose quantity of foods as the fourth factor. It is very clear that most of the
student will choose no other choices as the last factor because this factor is not influence
much to them.
3.2.2 Analysis and Result of Cafe B

Demographic

Gender

Gender

Frequency Percent Valid Cumulative

Percent Percent

Male 75 37.5 37.5 37.5

Valid Female 125 62.5 62.5 100.0

Total 200 100.0 100.0

TABLE 1.0

Based on the table above show the descriptive table for gender toward the cafe B .From the
descriptive table it show that the percent responded female are higher which 62.5% compare
to respondent male which 37.5%.

Faculty

Graph 1.0: Bar Chart

From the bar chart above show that the frequency between faculty in UTHM that have visit
the cafe B. From the bar chart students from faculty FSTPI most high frequency which 70
whereas the second higher frequency is student FKAAS which is 28.Students from FTK is
the lower frequency which is 5 and the other student from faculty
FKEE,FKMP,FPTP,FPTV,FSKTM and PPD the average visit cafe B is a 24,13,19,11,20, and
10.

Race

From the pie chart above it clearly show that the frequency respondent Malay is higher than
the rest of race. The frequency of Malay respondents which is 137 whereas the Chinese
respondents are 42, Indian 20 and other 1.
To investigate the students’ satisfaction towards foods, drinks, price of foods and services

frequency of customer eat

140

120

100
1-3 time a week
80 4-6 time a week

60 7-9 time a week

more than 10 in a week
40

20

The figure ()

The graph shows the frequency and percentage of frequently customer eats at Café B. The
most time customers eat at café b is 1 to 3 times a week, which are 133 respondents and only
8 respondents that eat at café b be more than 10 times a weeks. A reason why most of
respondent only eats 1 to 3 times at Cafe b is because not all the respondents has class near
Café B every day.
 4%

47%
Morning
49% Afternoon
Evening

Figure ()

From the pie chart above, most of respondents usually buy the foods in the afternoon, which
are 49% of respondents, while 47% of respondents buy foods in the morning. There are only
4% of respondents usually buy the foods at café b at the evening. The respondents usually
buy beverage and food in the afternoon because it is lunch hour for the students.
Criteria Not Very Not Satisfy Neutral Satisfy Very Satisfy
Satisfy
Taste 5 (2.5%) 13 (6.5%) 86 (43%) 74 (37%) 22 (11%)
Quantity 8 (4%) 18 (9%) 85 (42.5%) 75 (37.5%) 14 (7%)
The drink 8 (4%) 18 (9%) 85 (42.5%) 76 (38%) 13 (6.5%)
being served
Price 9 (4.5%) 12 (6.0%) 75 (37.5%) 84 (42%) 20 (10%)
Service 4 (2.0) 19 (9.5%) 90 (45%) 72 (36%) 15 (7.5%)

Table()

The table () shows the percentage and frequency of the respondents’ satisfaction with taste,
quantity, price, service and the drinks being served. Most of respondents expressed very
satisfy and satisfy which are 22 respondents (11%) on taste and 84 respondents (42%) on
price at Café B. There 90 respondents (45%) choose neutral on services from seller, but 19
respondents which are 9.5% indicated that the respondents not satisfy the service from the
seller to the customers. Besides, 9 respondents (4.5%) indicated that they not very satisfy on
price at café b.
 Descriptive Statistics
N Mean Std.
Deviation
Taste 200 3.47 .868
Quantity 200 3.34 .889
Drink being
200 3.34 .882
serve
Price 200 3.47 .918
Services 200 3.38 .835
Valid N
200
(listwise)
Table ()

From the table (), it indicates that the mean value for the customer satisfaction according to
the criteria of taste, quantity, drink being served, price and service which are 3.47, 3.34, 3.34,
3.47, and 3.38. Therefore, we conclude that the level of respondent’s satisfaction is neutral.
The mean values shows that prices and tastes have the highest mean. This is because at Café
B both of it is affordable and give fulfilment for all students.
 Food Poisoning
9%

Yes
91% No

Figure 2.5

The figure 2.5 shows the percentage of respondents had food poisoning. From pie chart, most
of the respondents which are 91% of respondents choose “No” while only 9.1% of
respondents choose “Yes”. This is because this café only sell beverage and fast food. Hence,
the probability to get food poisoning is very less.
To identify students’ preferences on drinks provided.

Figure 9: Needs to Serve Heavy Food to the Students

The pie chart above shows students’ think either “Yes” or “No” this café needs to serve
heavy food to the students. It can clearly be seen that there are 79% of the students choose
“Yes” while 21% respondents choose “No” for this café to serve heavy food. As we know,
heavy food can make our stomach full in the long term and can provide enough energy for
the students to perform their daily activities. Furthermore, heavy food can avoid us feeling
hungry too fast after we take the meal but the reasons have students think that no needs to
serve heavy food is because heavy food make us fast asleep and feel lazy when we want to
study.
 Choose food
Frequenc Percent Valid Cumulative
y Percent Percent
- 42 21.0 21.0 21.0
Tom yam Noodles 19 9.5 9.5 30.5
Nasi Berlauk 63 31.5 31.5 62.0
Valid Sizzling and Claypot
47 23.5 23.5 85.5
foods
Yong Tau Fu 29 14.5 14.5 100.0
Total 200 100.0 100.0
Table 10: Type of heavy food students’ needs to be serving

Table 10 above is about the types of food that have been chosen from the students that want
this café to be serving. There are 63 from 158 students think that Nasi Berlauk needs to serve
in this café followed by Sizzling and Claypot food and Yong Tau Fu, 47 and 29 respectively.
Meanwhile, 19 students choose Tom Yam Noodles as their choice. Nasi Berlauk have variety
of dishes that can be eat with white rice and students can changes their dishes every day
because of many types of dishes in Nasi Berlauk’s menu. This makes students not feeling
bored to eat at this café.

Suggestion of heavy foods

1 Nasi Kerabu
 New Drinks
Frequenc Percent Valid Cumulative
y Percent Percent
- 8 4.0 4.0 4.0
Ice
68 34.0 34.0 38.0
Blended
Valid
Fruit Juices 105 52.5 52.5 90.5
Milk 19 9.5 9.5 100.0
Total 200 100.0 100.0
Table 12: Type of drinks students prefer to have at Café B.

The table above shows that the types of drinks students prefer to have at Café B. There are
105 students prefer fruit juice at this café and 8 from 200 students have others suggestion
from the choice given to this café. It is believed that, if we start our day with a glass of fresh
juice then it helps us with weight loss. Our bodies use energy to convert the foods we eat into
liquids to be absorbed so, drink fruit juice make our body is essentially skipping this step and
saving energy.

Suggestion of beverages
1 Milo 34Tabur
2 Packet drinks
3 Tongkat Ali
 Figure 13: Students suggestion for Café B to improve their efficiency in services.

The Figure 13 above illustrates the suggestion for the Café B to improve their efficiency in
services. The highest suggestion that have been choose from the students is they need to
quickly clean the table after students have finish eating with 103 students whereas the number
of students choose delivering food to the customers and increase the employee are 60 and 33
respectively. Other suggestion for Café B to improve their efficiency in services has a
smallest student, which are only 4 students. Can be seen there are many students around this
café, thus they need to quickly clean the table after those who are finish eating because
cleanliness is very important to a café that sell food. When the table are clean, it will give
comfortable feeling to the students when they enjoy their food.
 Suggestion of beverages
1 Lower the price
2 Be more friendly
3 Increase business hours
4 Improvement for various type of foods
5 Increase variety of foods
6 Provide more chairs and table

3.3 Summary

We use the software SPSS to analyze our data that we collected. From the SPSS we generate
tabulated reports, charts, and plots of distributions and trends, descriptive statistics, and
complex statistical analysis. From this analysis it more easily to our group to interpret the
data and analyze the students preferences students toward our research. Next, the conclusion
part will be in chapter 4. In this conclusion part, we will make the summarization for all the
analysis based on the objectives.
 CHAPTER 3
CONCLUSION

3.1 Introduction

This chapter provides an outline of the conclusion for our study. We conclude our study and
relate it with the objectives.

3.2 Conclusion

As a conclusion, based on our result, we achieved to know the students’ satisfaction

towards foods, prices and services. Majority of the students are moderately satisfied with
those three aspects. Therefore, Café A and Café B need to do some improvement so that,
UTHM’s students will satisfied with their café.

Beside that, we also know the students preferences on foods and drinks at Café A and
Café B. Most of the students nowadays, prefer to have new food like “Nasi Berlauk” at café
A and fruit juices at café B.

Lastly, both of the café need to serve new foods and drinks so that, many students will
come and eat at that café. At the same time, by doing some improvement at their café, both
café can increase their profits.

3.3 Recommendation

From our research that we had conducted many respondents facing problem not enough chair
and table. So our recommendation regarding this problem is to management to increase the
space and increase the table and chair to give comfortable to students enjoy they meals.

In order to preferences students toward food at cafe library UTHM. They want the
management cafe to varieties their food the students want something new and the healthy to
meals.
APPENDIX

REFERNCES

1. SPSS-Available Versions. (2014,Dec). Retrieved from

http://www.flinders.edu.au/library/research/eresearch/statistics-consulting/spss-
licenses-and-technical-support/
2. What is SPSS? Retrieved from
https://www.uwindsor.ca/its/sites/uwindsor.ca.its/files/What%20is%20SPSS.pdf
3. Reasearch and Consultation Guideline. Retrieved from
http://www.kirklees.gov.uk/community/yoursay/questionnaires.pdf
4. Retrieved from journal
http://lc.hkbu.edu.hk/sall/english/doc/Introduction_Steps_writing_graph_description.p
df