PAK LAH CAFE SERVICE MARKETING EDITORS: GROUP 6 UNIVERSITI TEKNOLOGI MALAYSIA Aria Muhammad Fadlurrahman Daren Chua Soon Loong Kalaimani a/p Mathiazhan Nor Laily Binti Abdul Latiff Phua Swee Shi Siti Hajar Aswad Binti Musa
The environment is quite nice,soothing and pretty clean. The new roti canai counter is very good addition to the existing restaurant Nice place but need more menu 02. Taste of the food The food was really nice The roti canai is very nice and taste good The place one of the best place to get tasty food Good food Food is quite delicious and economical Tomyam is the highly recommended dish,the best Very satisfied Must try air limau ais signature paklah Breakfast few of variety and taste good Delicious as hell Best food in UTM 03. Price of food The price is quite affordable for students Very affordable GOOD REVIEWS 01. The environment of the cafe
01. The environment of the cafe Sometimes the table is a bit oily for some reason Place is old and run down Too many cats Convenient place but smelly due to drainage clogged outside the cafe A bit hot because it's open air The food was good, but it was hard to eat under the fans only (as it is an open place - without Air con) 02. The quantity of food during lunch The quantity of food is less not enough Need to be there early to get the food Go earlier for lunch Have to be early or not, the dishes run out 03. Variety of food during breakfast Nothing much to have there for breakfast After 1.30pm less choices of food Nothing new and nothing special for breakfast service The lunch menu is the same every 2 days 04. Taste of the food Food not tasty Food not nice and expensive Nice place but need more menus Their rice quality is cheap and the chicken is not cooked well. 05. The friendliness of staff The night management was so terrible. Rude night staff Afternoon session staff are very unfriendly Waitress not friendly. Always put on sour face 06. The service Service is always late. Service not good.always late The service is slow, especially at night. Service a little bit bad BAD REVIEWS
TARGET MARKET: TARGET MARKET: TARGET MARKET: TARGET MARKET: MARKET SEGMENTATION: WARISAN K, ARKED CHENGAL TOK SU CAFE, FABU HOT PLATE RESTAURANT PAK LAH CAFE Students Staffs Families Busy professionals Visitors 1.DEMOGRAPHIC: 18 - 60 years old Female, Male Single, Married Race (Malay, Indian, Chinese and Others) 2. PSYCHOGRAPHICS: University students Office workers employees of corporate Health conscious Solo diner Group diner Single Adults Students Workers Families Busy professionals People looking for takeaway or home delivery Visitors to a city or town Staffs Students Workers Families Busy professionals Visitors Staffs Students Workers Families Visitors 3. BEHAVIORAL: Loyal customers Regular customers Positive attitude Quick service Economy MARKET SEGMENTATION: 1.DEMOGRAPHIC: 2. PSYCHOGRAPHICS: 3. BEHAVIORAL: MARKET SEGMENTATION: 1.DEMOGRAPHIC: 2. PSYCHOGRAPHICS: 3. BEHAVIORAL: MARKET SEGMENTATION: 1.DEMOGRAPHIC: 2. PSYCHOGRAPHICS: 3. BEHAVIORAL: 18 - 80 years old Female, Male Single, Married Race (Malay, Indian, Chinese and Others) 18 - 60 years old Female, Male Single, Married Race (Malay, Indian, Chinese and Others) 18 - 60 years old Female, Male Single, Married Race (Malay, Indian, Chinese and Others) Regular customers Positive attitude Medium loyalty Quick service Economy Loyal customers Regular customers Positive attitude Quick service Economy Loyal customers Regular customers Positive attitude Quick service Economy University students Office workers employees of corporate Western food lovers Solo diner Group diner University students Office workers employees of corporate Solo diner Group diner University students Office workers employees of corporate Solo diner Group diner
INTANGIBLES OF THE SERVICE SERVICE QUALITY CUSTOMER SATISFACTION VALUE PROPOSITION PAK LAH CAFE Selling various delicious dishes, mainly providing buffets to the citizens of UTM skudai, the main customer, and also providing some services such as wedding catering, Akikah, banquet reservations, etc. Mainly provide western food. Providing a variety of cooked foods such as mixed rice and other additional foods such as mee band. Mainly provide cheap economic meals for UTM citizens HOT PLATE RESTAURANT TOK SU CAFE, FABU WARISAN K, ARKED CHENGAL Promote intangibles of the service by charge less price then other cafe and having a different items in their menu Promote intangible of the service by serve the customer Promote intangible of the service by provide various of breakfast Promote intangible of the service by provide variety of food options and charge less price. Pak Lah Cafe is always known for the most effective location in amongst the student in UTM. The food that was offered is also affordable and tasty Hot Plate Restaurant offers delivery to anywhere and any business time. It also offers the most table for people to dine in at their place Tok Su Cafe also provide many tables for the student of UTM to dine in Warisan K also offers the one of the most convenient place for UTM students. It's also provides one of the most affordable amongst the others in the list Pak Lah has a reputation in UTM of always prioritize existing customers which is UTM students itself Hot Plate Restaurant makes things easy for their customer as they are the only one in this list that provides delivery to anywhere Tok Su Cafe always listen to their customers in a form of compliment or complaint. They correct mistakes and improve the right Warisan K offerst the best price of all. Hence all the hype and customer's satisfaction
PAKLAH CAFE CHEAP EXPENSIVE HIGH QUALITY LOW QUALITY HOT PLATE TOKSU CAFE WARISAN K CCUUSSTTOOMMEERREEXXPPEECCTTAATTIIOONNSS SERVICESCAPES PPOOSSIITTIIOONNIINNGGMMAAPP ENVIRONMENTAL DIMENSIONS AMBIENT CONDITIONS Hot temperature Not too loud Clean SIGNS, SYMBOLS, AND ARTIFACTS Use logo of wok, to signature a traditional dish Signature dish is gulai kawah batang pisang Consistent communication with customer Rate on the food Review from customer Previous customer experience Communicate clearly and honestly Influence the customer by the word of mouth