Conclusion of research

Most of the research respondents are comment the food’s quality in OTWC is good. With some exceptions that comment that it is bad or moderate and depend on the situation such as outlet and type of food.

One of the interview respondents comments that normally it will takes 5 to 10 minutes for OTWC to deliver the food to the customer. Some of the interview respondents are said that it that 15 to 20 minutes when during peak hour and also depends on the outlets. The longest duration that the food takes to be delivered is 30 minutes. Others were just said “depend on the situation”

Four of the interviewees are said that the price is worth the taste of food in OTWC with additional that they are commenting cheaper price, only for certain product and tastier. While rest of the interviewees are commenting the price of food in OTWC is not worth for the taste of food.

From the interviews that I research, I found out that 5 of them are commenting about the foods: rating medium because not special” and “neutral rating”. While four of them are giving positive feedbacks that one of them said “it is suit for local taste”. Exceptionally, only one of them said the food in OTWC taste bad.

According to the interviews, there are three interviewees have no comments on the recommendation section. While some of them are commenting: “suggest more meals into the menu because it is limited choices”, “provided more seats and improved menu”, “maintain the food quality”, “hire professional chef to maintain quality” and other more. One of the respondent even mentions automatic ordering system to fasten up the efficiency of ordering food.

Four of my interview respondents are comment that the customer service in OTWC is just ordinary customer service as nothing special at all. While three of them said the customer service in OTWC is good because the employee attitude is polite. The rest of the employee are telling that the custome service is not good or good enough, as one of them mention she occurs a serious problem with the employees while serving the foods.

Eight out of ten respondents said that OTWC has a good environment with only one exception said that the lighting is too dark. While two out of ten have no comment about the environment in OTWC. Generally, OTWC have no negative comments in their environments and surrounding.

Apparently, from the research that I have the half of the interviewees said that the quality of food has been dropped since OTWC first in Malaysia but some of them reflect that it is still remained at acceptable standards. Three of respondents are comments the quality of food had improve. While only one has no comment on the quality and one said the quality is remained (no dropped/improved)

Food	Beverages
nasi lemak	Iced mocha
nasi lemak	white coffee
nasi lemak	ice chocolate
-	white coffee
nasi lemak	white coffee
nasi lemak ayam	coffee
nasi lemak	white coffee
nasi lemak	cappuccino
-	chocolate drink
nasi lemak/rendang chicken rice	iced lemon tea

Most of them consider their favorite food as nasi lemak and favorite beverage as white coffee because these two products are the trademark for OTWC. Some of them are commenting that drinks are more towards personal taste. Two of them are not commenting about the foods, it is due to the misunderstanding of the question that they thought it only giving review on either food or drink.