BIS4032

ENGLISH FOR BUSINESS AND COMMERCE

TITLE:

REPORT FOR SATISFACTION SURVEY ON FOOD DELIVERY SERVICES

PREPARED BY:

NURUL SYAFIQAH BINTI JUNUS (1180574)

MISBAH ADILAH BINTI ANUARDI (1180579)

NUR NASHAHIRA BINTI KHANAFI (1180581)

NUR AUNI IDAYU BINTI ZAWAWI (1180583)

NUR AIN NABIHAH BINTI ZAIDI (1180586)

NOR ATHIRAH BINTI JAMALUDDIN (1180594)

PREPARED FOR:

LECTURER: PUAN KARTINI BINTI MOHAMAD AMIN

 ACKNOWLEDGEMENT

The completion of this report could not have been possible without the participation
and assistance of so many people whose names may not all be enumerated. Their
contributions are sincerely appreciated and gratefully acknowledged. However, we would like
to express our deep appreciation and indebtedness particularly to the following:

Ms. Kartini as lecturer in English for Business and Commerce (BIS4032) for providing
her invaluable guidance, comments and suggestions during conducting our assignment.

To all relatives, friends and others who in one way or another shared their support,
either morally, financially or physically, thank you. Above all, to the Great Almighty, the author
of knowledge and wisdom, for his countless love.

Furthermore, we would also like to express our special gratitude to all the respondents
who gave their times and support in helping us answer the survey to obtain the required
information and important material to complete this project, namely Report for Satisfaction on
Food Delivery Service.

Last but not least, many thanks go to our teammates of this project, whose have
contributed and give fully cooperation in completing this report.
 Table of Contents
ACKNOWLEDGEMENT ...................................................................................................................... 2
Chapter 1: .............................................................................................................................................. 4
RESPONDENTS’ INFORMATION ................................................................................................ 4
OBJECTIVES/AIMS ......................................................................................................................... 9
BRIEF EXPLANATION ON THE METHODOLOGY ................................................................... 9
Chapter 2: ............................................................................................................................................ 10
GRAPH ANALYSIS ........................................................................................................................ 10
RECOMMENDATIONS ................................................................................................................. 21
Chapter 1:

RESPONDENTS’ INFORMATION
 PART 1

Q1: RESPONDENTS’ GENDER

RESPONDENTS' GENDER
MALE
11%

FEMALE
89%

MALE FEMALE

As shown in the pie chart above it is clear that the majority of participants answering the
survey are female which is 89% (27 out of 30) and the rest of them are male which is 11% (3
out of 30). There is a huge different ratio between male and female participants which defers
by 78%. So, this means that female participants have contributed greater than male
participants in this survey.
Q2: RESPONDENTS’ AGE GROUP

RESPONDENTS' AGE GROUP

20-25
100%

20-25

From the information given from this pie chart it is obvious that majority of the respondents
have been between the ages 20-25 years old. This is because we only distributed the survey
among people in our university which is University Science Islam Malaysia. This shows the
ages range in which the details of satisfaction on food delivery services in this survey applies
to.
Q3: RESPONDENTS’ RACE

RESPONDENTS' RACE

Indian

Malay

0 20 40 60 80 100 120

RESPONDENTS' RACE

The bar graph illustrated, it can be seen that Malay have contributed to the highest number
of respondents which is 96.67% (29 out of 30). There is only 3.33% (1 out of 30) is Indian. It
is huge gap between Malay and Indian.
Q4: RESPONDENTS’ OCCUPATION

RESPONDENTS' OCCUPATION
90

80

70

60

50

40

30

20

10

0
Student Government sector Self-employed

RESPONDENTS' OCCUPATION

Out of the survey respondents, 83.33% (25 out of 30) respondents are students which
majority contributed in this survey. 13.33% (4 out of 30) respondents are working in
government sector and the rest of them are self-employed which is only 3.33% (1 out of 30).
Q5: RESPONDENTS LIVING AREA

RESPONDENTS' LIVING AREA

10
9
8
7
6
5
4
3
2
1
0

RESPONDENTS' LIVING AREA

Based on the bar chart above, there are various background of respondents. The majority of
respondents are from Nilai, Negeri Sembilan which is 30% (9 out of 30 respondents). The
minority of respondents came from many state which is 3.33% (1 out of 30 respondents),
and they are living at Puchong, Desa Pandan, Kota Bharu, Pahang, Langkawi, Perak, Shah
Alam, Sarawak and rural area.
OBJECTIVES/AIMS

Objective of the survey enables to collect necessary relevant information for this
report. Objective are:

 To recognize which service give more satisfaction to the customers.

 To identify the coverage area of the services.

 To find out recommendations given by customers to improve the service.

BRIEF EXPLANATION ON THE METHODOLOGY

Our methodology in completing this report is by providing a survey in google form. In

this survey, we will provide some questionnaire to the respondent about their perspective
and opinion on the food delivery services. This questionnaire will divide into 2 sections. In
section 1, there are 5 questions that consists about the respondent demographic profile. In
section 2, there are 10 questions which asks the respondent about the satisfaction on food
delivery services. The total of the respondents needed to be responded were around 30
respondents. The target respondents were the adults.

In order to test out the questionnaire and survey acceptable, a pilot study was
conducted at Faculty of Economics and Muamalat (FEM), USIM. There is no problem was
encountered. This pilot study had achieved 3 completed survey and the data collected was
not included in the main survey.
Chapter 2:

GRAPH ANALYSIS
 PART 2

Q1: PREFERRED FOOD DELIVERY SERVICES

Preferred Food Delivery Services

Grab Food

Food Panda

Runningman

Dahmakan

Bungkusit

Others

0% 10% 20% 30% 40% 50% 60% 70%

Services

Acquired from the bar chart above, respondent have been asked about which services
do they prefer to use. As a result, 63% or 19 out of 30 respondent preferred Food Panda
services. It is because Food Panda leads the world in food delivery, the service is so
convenient that no matter where you are, and a simple order placement through its mobile
app to gets your order. Respondent also choose Grab Food as second choice which is 37%
(11 out of 30) respondents. The least preferred services in food delivery is Runningman
which is only 6% (2 out of 30) respondents. This is because respondents not familiar with
this food delivery services or Runningman services is not available in their living area. 23%
of respondents preferred Dahmakan services and 11% preferred Bungkusit services.
Another 10% preferred other food delivery services. For example, McDonalds and KFC
delivery services.
Q2: FREQUENTLY USE FOOD DELIVERY SERVICES

FREQUENCY

3%
11%

86%

Once or twice a month Three or 5 times a month More than 5 times a month

From the pie chart above, respondents have been asked about how often they use
these food delivery services. Majority respondents used food delivery services once or twice
a month, which is representing 84% or 25 out of 30 respondents. It is because majority of
the respondent age is 20 to 25 years old and people that categorized in this age groups
usually a student. 12% which is four out of 30 respondents answer that they used food
delivery services three or 5 times a months. The rest is 3% or one out of 30 used food
delivery services more than five times a months. This is because they can afford to pay
charges for delivery services or they really need to use food delivery services.
Q3: DELIVERY CHARGES

DELIVERY CHARGES
Pricey Cheap
5% 9%

Affordable
86%

Based on pie chart above, the majority of the respondents who answer the question
about what do they think about the delivery charges answer that the delivery charges are
affordable. 84% which is 25 out of 30 respondents said the delivery charges are affordable.
Another 9% (three out of 30) of the respondents answer cheap and the last four percent (one
out of 30) answer the food delivery charges are pricey for them. It is because the food
delivery charges is depending on which company services they choose. For example Food
Panda, Grab Food, Dahmakan or others. Some company have free delivery if customers
order based on the company terms and conditions. Other company food delivery services
charge based on how much the customer order. This is why respondents answer this
question cheap, affordable or pricey.
Q4: TIME TO ARRIVE

TIME
60%

50%

40%

30%

20%

10%

0%

20 Minutes 30 Minutes More than 30 minutes

This graph bar shows that, 51% which is 15 out of 30 respondents who answer
question about how long does the delivery takes time to arrive answered 30 minutes. It is
normal for the food delivery services company to takes time around 30 minutes because
employees have to pick up food at a restaurant the customer has ordered. 44% or 13 out of
30 respondent said its only takes 20 minutes for food to arrive. The last five percent which is
two out of 30 respondent said it takes more than 30 minutes for food to arrive. Another factor
that cause the food arrive late is because traffic jam, they order on peak hour or the
employees make mistakes when they prepare the food.
Q5: TYPES OF FOOD

TYPES OF FOOD

Others (Nasi lemak, roti jala and sengkaya)

Dessert (ex: Pastry)

Cuisine food (ex: Malay, Chinese, Korea)

Fast food (ex: McDonalds)

Western food ( ex: Chicken chop)

0% 20% 40% 60% 80%

The respondents have been asked about what kind of food that they always order. This
analysis shows what respondents already answer. Most of the respondents orders fast food
for example McDonald, Kentucky Fried Chicken (KFC) or Pizza Hut which is 69% or 21 out
of 30 respondents. 26% (8 out of 30) of respondents order cuisine food such as Malay,
Chinese, and Korea. Another 10% (6 out of 30) of respondents choose western food like
chicken chop and five percent (three out of 30) of respondents order dessert such as pastry
for food delivery services. The last 3% (1 out of 30) of respondents answered that they order
Nasi Lemak, Roti Jala and Sengkaya. Every respondents have their own taste but the most
popular types of food that respondents always order is fast food.
Q6: CONDITION OF THE FOOD WHEN IT IS ARRIVED

CONDITION OF THE FOOD WHEN IT IS ARRIVED (%)

Good Excellent Average Bad Condition

10% 0%

17%

73%

Based on the pie chart above, majority of the respondents which is 73% chose that
they received the food ordered with a good condition in the way they wanted, 17% of the
respondents chose that the food was received with an excellent condition and the rest of the
respondents, 10% of them chose that they got their food with an average condition. None of
the respondents chose that they received the food with a bad condition.
Q7: FACTORS INFLUENCING ON USING DELIVERY SERVICES

Factors of using food delivery services (%)

No transportation

Lazy or tired

Lack of time or busy

Rain

0 10 20 30 40 50 60

Out of the total respondents who responded to the question that asked about the factor
that influenced them to use the delivery services, 50% of them which is half of the respondents
used these food delivery services because they are busy or lack of time. By using these
services, they could save their time and energy on buying the food themselves. The
respondents also chose lazy or tired and rain as the factor that influenced them to use these
services with 20% each. Lastly, the rest of the respondents which is 10% of them chose that
no transportation as their factor that makes them to use the food delivery services.
Q8: CUSTOMER SERVICE DISPLAYED BY THE FOOD DELIVERY COMPANIES

CUSTOMER SERVICE DISPLAYED BY THE FOOD

DELIVERY COMPANIES (%)
Friendly Always smile Rude Clumsy

7%
0%

23%

70%

Based on the pie chart above, it can be seen that almost all of the respondents which
is 70% answered that the food delivery companies showed the friendly side of them when
delivering the food. The customer service like this is important to the customer because they
tend to see the character that being displayed by the person who deliver their food first, then
they could repeat using the same food delivery services if they like with the customer services
that they got. The rest of the respondents chose that the deliveryman are always smile and a
little bit clumsy with 23% and 7% respectively. None of the respondents chose that the
deliveryman was rude to them.
Q9: PAYMENT OPTION ACCEPTED BY THE FOOD DELIVERY SERVICES

Payment option accepted by these services (%)

57

23

13
7

Cash Credir or Debit card Online banking e-Wallet

Based on the graph bar above, 57% of the respondents which is half of the
respondents used cash as their payment option to the food delivery services. This payment
option are the most preferred one because they already had cash in their wallet. The
respondents also chose credit or debit card and online banking as their payment option which
occurred 23% and 13% of them respectively. This is because they didn’t have cash in their
hands, so they used these options rather than cash. Lastly, the rest of the respondents which
is 7% of them chose e-Wallet as their payment options by using certain apps such as Dah
Makan, Grab Food or others.
Q10: MINIMUM ORDER OF THE DELIVERY SERVICES

Minimum order of the delivery services (%)

No

Yes

0 10 20 30 40 50 60 70 80

Based on the bar above, 70% of the respondents know that the delivery services
doesn’t have a minimum order. This showed that the respondents frequently used the delivery
services as they know the minimum order. The rest of the respondents which is 30% of them
know that the food delivery services has a minimum order but some of them doesn’t know the
exact minimum order.
Q11: AVAILABILITY OF THE FOOD DELIVERY SERVICES

AVAILABILITY OF THE FOOD DELIVERY SERVICES (%)

24 Hours 12 Hours I'm not sure

17%

20%

63%

Based on the pie chart above, it can be seen that more than half of the respondents
which is 63% answered that they hesitated with the availability of the food delivery services
either it is 12 or 24 hours operations. The rest of the respondents which is 37% know the
availability of the food delivery services which consist of 20% of them chose 12 hours
operations and 17% of them chose 24 hours operations.
RECOMMENDATIONS
Recommendation as stated in the Cambridge Dictionary is a suggestion that
something is good and suitable for a particular purpose. In this case, we have conduct a
satisfaction survey on food delivery service in area that food delivery service are available
with our target respondents are the users of food delivery services. The recommendations
will be separated into two parts, which is the recommendation of our respondents and
recommendation from our group as well

RECOMMENDATION FROM THE RESPONDENTS

1. Packaging

Three respondents suggest that the packaging for food delivery service need to be
improved. The recommendations are the reduction of single-use plastic and also need to
improve the safety of packaging. Food delivery service must take precautions that foods
doesn’t spill and get messes up in the container as it will appear unappealing and less
appetizing.

2. Know the location of the customer

Many delivery orders are delayed not because the preparation takes a long time but
because of the prolonged delivery time. It may be difficult for the delivery boy to reach the
destination. This hurdle can be managed by proper communication. The respondent
recommend that the delivery boy should give a call to a customer or message him/her via
the online food app before delivering the food and ask for proper landmark if they feel the
address is incomplete.

3. Offer lower fee charges

This recommendation is popular with the middle income society with three respondent. The
food delivery service must lower the fee charges because the price of foods on apps are
already higher than the store price. So, it will burden customers.

4. Reduce delivery time

The respondents recommend to reduce the delivery time by hire more drivers to
accommodate peak delivery times. Food delivery services also must provide a live tracking
option for your customers so that they know where their orders have reached.
RECOMMENDATION FROM OUR GROUP

1. Knowing your customers

Knowing your market would mean understanding the people which your food delivery
service business caters to. These would mean doing preliminary research and
learning their eating habits. You should be able to know the times that they would
order their food, the food types that they would like to order and other things related
to your business. Having this information would enable you to properly plan how your
run your business.

2. Ensuring you offer a complete menu from their favourite restaurants.

The next step would be to ensure that your food delivery service business offers a
complete menu guide from their favourite restaurants. By creating a complete menu
guide from all these restaurants, would mean that the food that you would be serving
to your clients are coming from a list of restaurants you have carefully studied and
chosen that offers good food, has good value for its price, and a favourite restaurant
chain.

3. Cleanliness

We prefer that food delivery services to make sure that their worker must always
being clean in every term such as self-esteem and food. This is because the
customer usually look at this thing before they take their order and from that they
trust and confident to order the food from the restaurant. Not only that, they could talk
about this thing to their family, friends and anyone and brag it because they satisfied
with the services.

4. Promoting your business the right way

Lastly, you should also try to promote your business. No matter how excellent the
quality of your food service is, it would be useless if the people are not aware of its
existence. You could try traditional fliers, promotions and even online means through
email and websites to try and make people more aware of the food delivery service
business that you have. You may need to extend all possible marketing materials
and even give out fliers, ref magnets or cards containing your menus. You also need
a restaurant delivery service marketing plan.