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    + Comparison Between KFC and Marrybrown-Amik Yg Nie

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    Nuraina Anida
    This document compares the strengths and weaknesses of KFC Malaysia and Marrybrown Malaysia in delivering customer service. Some strengths of KFC included cleanliness, hospitality, accuracy of orders, and standardized service across locations. Marrybrown's strengths were also cleanliness and friendly service. Weaknesses included a lack of delivery service for both chains and no online reservations at KFC. The document recommends that both chains expand to suburban and rural areas, offer delivery, and have 24-hour service locations to improve. Marrybrown could also benefit from adding drive-thrus and providing wifi.

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    + Comparison Between KFC and Marrybrown-Amik Yg Nie

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    Nuraina Anida
    3K views6 pages
    This document compares the strengths and weaknesses of KFC Malaysia and Marrybrown Malaysia in delivering customer service. Some strengths of KFC included cleanliness, hospitality, accuracy of orders, and standardized service across locations. Marrybrown's strengths were also cleanliness and friendly service. Weaknesses included a lack of delivery service for both chains and no online reservations at KFC. The document recommends that both chains expand to suburban and rural areas, offer delivery, and have 24-hour service locations to improve. Marrybrown could also benefit from adding drive-thrus and providing wifi.

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    + Comparison between KFC and Marrybrown-amik yg nie

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    This document compares the strengths and weaknesses of KFC Malaysia and Marrybrown Malaysia in delivering customer service. Some strengths of KFC included cleanliness, hospitality, accuracy of orders, and standardized service across locations. Marrybrown's strengths were also cleanliness and friendly service. Weaknesses included a lack of delivery service for both chains and no online reservations at KFC. The document recommends that both chains expand to suburban and rural areas, offer delivery, and have 24-hour service locations to improve. Marrybrown could also benefit from adding drive-thrus and providing wifi.

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    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    3K views6 pages

    + Comparison Between KFC and Marrybrown-Amik Yg Nie

    Uploaded by

    Nuraina Anida
    This document compares the strengths and weaknesses of KFC Malaysia and Marrybrown Malaysia in delivering customer service. Some strengths of KFC included cleanliness, hospitality, accuracy of orders, and standardized service across locations. Marrybrown's strengths were also cleanliness and friendly service. Weaknesses included a lack of delivery service for both chains and no online reservations at KFC. The document recommends that both chains expand to suburban and rural areas, offer delivery, and have 24-hour service locations to improve. Marrybrown could also benefit from adding drive-thrus and providing wifi.

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    of 6

    COMPARISON BETWEEN KFC MALAYSIA AND MARRYBROWN MALAYSIA

    Strengths on delivering the customer service

    KENTUCKY FRIED CHICKEN MARRYBROWN


     Cleanliness  Cleanliness

    KFC has come out with a program Marrybrown emphasized on cleanliness


    called “Cleaning Captain”. of their premises to ensure customers
    are enjoying their ambiance while dine.

     Hospitality  Friendly service

    This is one of the element which KFC This element was one of the core value
    the Marrybrown promise to deliver in
    highlight in their business to serve the their service.
    customer while they away from home.
     Accuracy  High quality of food

    In In order to serve delicious food right a Some items option developed to


    way, the server will smiles, and making respond to unique regional taste and
    sure the orders are correct and need full preference. Marrybrown try to attract
    cooperation from teamwork to stay different crowd compared with the other
    focused on keeping customers’ needs. international fast food players that
    mostly go after the trendier, and taste-
    wise, more sophisticated city folks.

     Maintain of the service  Faster service

    Making sure customers don’t have a Since Marrybrown is aware they are
    bad experience so that KFC can fulfil fast food service they are trying to give
    customers’ satisfactions. a quick service to fulfill the customer
    needs.

     Speed with Service

    The succesful element KFC shown from


    the time manner is come from the
    system technology and staff training in
    handling overwhelm customer at one
    point. In terms of technology resources,
    KFC has its own machine to
    manufacture, cook and its company
    website setup online.

     Standardized of service

    The service KFC provide in deliver their


    product and also warm services by the
    staff are standardized in all franchises.
     Service Value

    Their current value added of their


    product for the the service is
    collaboration with hotlink, that when
    customer receives a sms from hotlink,
    they can go redeem the product of
    discounted food from KFC Malaysia
    outlet. Another value added of their
    products is free gifts, drinks upgrade to
    bigger portion.

     Easement of online service

    KFC had give a convenient service to


    their consumers that enable KFC to
    operate in the internet due to increasing
    of computer users and easement to the
    customer by sharing all the information
    about them and their products. It also
    shows the share price rate in the
    website.

     Drive thru service

    Awareness nowadays people want a


    quick service, KFC had provided a drive
    thru service in a few place which to
    ensure they not left behind and wish to
    give a complete service to customers.

     Do have free wifi service in


    outlet

    In term of technology KFC offering free


    wifi service to customer who want to
    enjoy dine and surfing on internet. By
    provide this service enable to attract
    customer to be loyal to KFC and give a
    pleasurement to customer.

     Operation hours
    Now KFC has opened their service for
    24 hours. The demand from customer,
    KFC has come out with a menu that
    parellel according the time operate.

    COMPARISON BETWEEN KFC MALAYSIA AND MARRYBROWN MALAYSIA

    Weakness on delivering the customer service

    KENTUCKY FRIED CHICKEN MARRYBROWN


     No Delivery Service  No Delivery Service

    The disadvantage for KFC is not provide a Marrybrown not offering delivery service for
    delivery service for the customer. all franchises.

     No online reservation  No online Reservation

    Since KFC has their own website to share all There is no online reservation for customer
    KFC information but they are not providing book product or seat.
    reservation in one of the service element.

     Service not standardized

    There is a lot of complaint that service


    marrybrown deliver on the counter not
    always as promising, perhaps of lack of the
    training therefore the service reach to
    customer always dissapointed.

     No full operation hours

    Marrybrown does not offer for 24 hours


    service for their customers.

     No drive thru

    Marrybrown in Malaysia does not have drive


    thru service. They only offer in dine service
    and take away service for the customers.

     Free wifi service

    Not all Marrybrown franchises provided free


    wifi service in the premises.
    RECOMMENDATION FOR BOTH RESTAURANT

    o DISTRIBUTION STRATEGY

    Coverage
    Firstly, it is recommended that both restaurant; KFC and Marrybrown should open an outlet
    at suburb or even to rural area. The importance of suburb area is due to the density of
    population live around the suburb would be a great opportunity to exploit. While for the rural
    area, KFC and Marrybrown should launch mobile restaurants by having mobile kitchens on
    coaches to sell their foods to rural places. As these places have many children who like fried
    chicken but couldn’t go to town area to enjoy the food.

    Channel Trends
    For the channel trends, there is an increase pace of lifestyle in Malaysia. Thus customers
    would demand speed of delivery of food to their places. Therefore, both rerstaurant
    especially Marrybrown should launch internet order through internet which customers can
    instantly select food they would like to eat and pay with credit cards. Then the order would
    be instantly processed in the nearest outlet and deliver to the customers.

    o SERVICES STRATEGY

    As we know, both restaurant especially Marrybrown is not operating 24 hours. It is


    recommended that they should open and operate their restaurant 24 hours especially at
    busy area like town. As a result, the customers could go and dine at the restaurant when
    they are hungry especially during the midnight.

    Beside that, for Marrybrown restaurant, it is recommended that they should has a drive-thru
    service. The reason for having this service is it will ease the customer just buy their food
    while driving and do not need to queue up in the restaurant. Moreover, it will save up more
    time and faster the service in the restaurant because the customer just need to drive-thru to
    the restaurant. Furthermore, Marrybrown restaurant also should provide wifi service in their
    restaurant. Nowadays, it is like a trend to have wifi so that the customer could still connected
    with their family, friends and work. Most people nowadays like to do work while their eat.
    REFERENCES

    1. http://www.marrybrown.com.my/

    2. http://www.kfc.com.my/index.html

    3. http://findassignment.blogspot.com/2008/05/kfc-marketing-plan.html

    4. http://www.halaljournal.com/article/245/marrybrown:-good-choice-for-good-tasty-food

    5. http://www.jphpk.gov.my/English/Jan04%2031j.htm

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