Comments & Conclusion

In my questionnaires set, I had added one question for respondents to comment on the shops.

According to the data, there has respondent commented about the beverages of Starbucks is too sweet to her. And there has respondent commented The Coffee Bean had less choices on their foods. Besides that, respondent feel The Coffee Bean had no much promotion to their customers.

Moreover, there has a respondent commented about Starbucks has variety choices on their menu, but there has another respondent complaint about Starbucks need to create more flavour on their beverages.

In the questionnaire data that I collected, there has a respondent commented the serious problem of Starbucks that same with what I realised during the observation process. We can realise the problem from the photo that in my previous post. Starbucks outdoor seats are just located at beside of the outdoor parking area. The air environment of Starbucks outdoor area may be polluted by the gas from the cars in the parking. However, there has no problem with The Coffee Bean, because their outdoor seats are put at beside of the park.

In the nutshell, the overall performance of both shops are still above the average. But, according to the data, Starbucks got more preferences from respondents than The Coffee Bean.

Questionnaire Part 2 - Data analysis

After I had collected all the data from 20 respondents, I had completed a data analyses.

Gender

For my questionnaire, I got balanced gender respondents. In order to avoid the data involves favouritism problem, I got 10 respondents from Starbucks Coffee, Kepong Jusco, and 10 respondents from The Coffee Bean, DPC.

Age Group

From the pie chart is able to realise that, the most of the respondents' age is in the 20 or below age group, because the age group have half/ 50% of all respondents. It mean, students or teenagers is the major customer in both shops. Besides that, there have 35% of all respondents are in the 21-25 age group. And the 26-30 age group have 10%. Moreover, there have only 5% respondents are in the 31-35 age group. And there have no one is 36 years old or above in my respondents.

Times of patronise in a week

We can realised about there is more people are prefer to patronise Starbucks than The Coffee Bean. Because, the data had shown us there are 11 respondents are patronise Starbucks more than 2 times in a week. And there is only 1 respondent is patronise The Coffee Bean more than 2 times in a week. Besides that, there has only 1 respondent is no patronise Starbucks in a week, but The Coffee Bean have 6 respondents are no patronise in a week. Moreover, there are 8 and 13 respondents are patronise Starbucks and The Coffee Bean 1 times in a week.

Environment

In the cleanliness area, there are 11 respondents felt Starbucks is better or the best, and 6 respondents felt Starbucks and The Coffee Bean also good in cleanliness. Besides that, there are only 3 respondents felt The Coffee Bean is better or the best.

In the interior design area, major respondents also felt the Starbucks is better or the best. There are 13 respondents preferred Starbucks. And 4 respondents felt there is nothing different between both shops. Moreover, only 4 respondents preferred The Coffee Bean's interior design.

In the noise area, more than half of all respondents also felt no big different between both shops. Besides that, there are 6 respondents preferred Starbucks and 3 respondents preferred The Coffee Bean.

In the seats comfortable area, there is more than half of all respondents preferred Starbucks' seats, and only 3 respondents preferred The Coffee Bean's seats. It is because Starbucks has provided 2 different chairs to their customer which is wooden chairs and soft sofa. However, The Coffee Bean has only provided wooden chairs to their customers. Moreover, 5 respondents felt both shops' seats are no different.

Again, in the lighting area, Starbucks also get more than half of all respondents prefer their shop's lighting. There are 6 respondents felt no different between both shops, and 3 respondents preferred The Coffee Bean lighting.

Staffs

In comparing both shops' staffs, no matter is staffs' friendly, answerable, speaking, appearance or error making, the data show us there are almost half of respondents felt both shops' staffs are no different. And almost 40% respondents preferred Starbucks, and only 10% respondents preferred The Coffee Bean. Except in comparing staffs speaking, there are equal respondents preferred Starbucks or The Coffee Bean, both shops also have 6 respondents preferred their staffs speaking.

Beverages

Except latte coffee, other beverages such as cappuccino coffee, mocha coffee, caramel macchiato, and chocolate that selling in Starbucks are get more preference from respondents. In the chart shows that, those beverages have at least half of all respondents preferred Starbucks. Especially mocha coffee and chocolate, there are 16 and 13 respondents preferred Starbucks. However, there are 9 respondents preferred Starbucks latte coffee and there are 6 respondents preferred The Coffee Bean latte coffee.

Satisfaction of beverages' price

There are 7 and 10 respondents felt neutral on the Starbucks and The Coffee Bean beverages' price. And there are 11 and 9 respondents felt they are somewhat satisfied and very satisfied on the beverages' price of Starbucks and The Coffee Bean. Besides that, there are only 2 and 1 respondents felt they are somewhat dissatisfied on the beverages' price of Starbucks and The Coffee Bean. And there is no respondent felt very dissatisfied on the price.

Satisfaction of services

The chart shows that there is no respondent felt somewhat dissatisfied and very dissatisfied on both shops' services. Besides that, both shops also get 6 respondents felt their services just neutral. And 8 and 10 respondents felt somewhat satisfied on Starbucks and The Coffee Bean services. Moreover, there are 6 and 4 respondents felt very satisfied on their services. In overall, the chart shows that both shops' services are do well, because there are no respondent answering dissatisfied.

Probability of recommend to friends

In the chart shows that Starbucks has giving a good image to their customers. Because there are 4 respondents definitely will recommend Starbucks to their friends and 11 respondents probably will recommend Starbucks to their friends. However, there is no respondent definitely will recommend to friends and there are only 9 respondents probably will recommend The Coffee Bean to their friends. In addition, there got a respondent is probably not recommend The Coffee Bean to friends. Moreover, there are 5 and 10 respondents not sure whether will recommend Starbucks and The Coffee Bean to their friends.

Questionnaire Part 1

On 2nd of December 2012,

In the day, I am not only completed the observations of both shops, I had also provided a set of questionnaire to 10 customers in each shops.

About the questions that I set, I am focus on the both shops' environment, staffs, beverages, price and services. Besides that, I used the comparative method in my questions. I will provided a rating system with five boxes. Moreover, Starbucks will be put at left hand side of all the questions. And The Coffee Bean will be right hand side. All the respondents must start from the middle box and comparing about which shop will be better in the area that asked in the question. If the respondent feels Starbucks is better than The Coffee Bean, then he/ she may move his/ her answer to the two boxes at the left hand side. In turn, he/ she can also move his/ her answer to right hand side if he/ she feels The Coffee Bean is better in the area that asked in the question. 

The first box is representing Starbucks is the best, and the second box is representing Starbucks is better than The Coffee Bean. Average will be the middle/ third box. Besides that, the fourth box is representing The Coffee Bean is better than Starbucks,  and the last/ fifth box is representing The Coffee Bean is the best.

Firstly, in the questionnaire, my questions will start from the comparing about the environment of the shop.

1. Comparing both shops' cleanliness.

2. Comparing both shops' interior design.

3. Comparing both shops' noise.

4. Comparing both shops' the comfort of seats.

5. Comparing both shops' lighting.

Secondly, my questions will turn to comparing about the staffs of the shops.

6. Comparing the staffs' friendly.

7. Comparing the staffs' knowledgeable and answerable.

8. Comparing the speaking of the staffs whether it is clear.

9. Comparing the staffs' appearance.

10. Comparing the staffs' error making.

Thirdly, my questions will turn to comparing about the beverages selling in the shops.

11. Comparing the taste of cappuccino coffee of both shops.

12. Comparing the taste of latte coffee of both shops.

13. Comparing the taste of mocha coffee of both shops.

14. Comparing the taste of caramel macchiato of both shops.

15. Comparing the taste of chocolate of both shops.

Furthermore, I had also added the questions about price, services and others.

16. How satisfied are you with the price of beverages of both shops?

17. How satisfied are you with the services of both shops?

18. Would you recommend to your friends?

At last, I had provided two boxes for respondents giving their comments on both shops.

Observation Part 2

The observations at below are the results from the experiences of visiting both of the coffee shops on that day.

• Both of the coffee shops are also provided two counters in their shop in order to cope with the tide of customer in busy time.
• Both of the coffee shops are also provided magazines to their customers who is patronise for entertainment needs.
• Follow the festival that is coming, the decoration of both coffee shops will be changing to cope with the festival.
• Only Starbucks staffs are wearing Christmas hat to cope with the festivals, The Coffee Bean staffs are not.
• Both of the coffee shops are also play some soft musics in their shop. However, because of Starbucks is located in a shopping mall, so the music played by shopping mall will crash with the music that played by Starbucks. Therefore, the shop will be a little bit noisy.
• According the two videos, the time of serving beverage of Starbucks is longer than The Coffee Bean. The serving time of Starbucks have to take almost 8 minutes for a customer's order. Besides that, the serving time of The Coffee Bean just need  3 minutes.
• Because of both shops are located in a mall, so both shops are not provide toilet in their shops. That means, their customers have to use the toilet of the mall, and the distances between shop and toilet are not nearly.
• Starbucks is using the lamps with orange colour light, and The Coffee Bean is using white colour light. But both shops lighting are bright enough.
• The Coffee Bean spaces at the counter area are not wide enough. We can realised this problem in the video at 09:23 minutes.
• Also, the atmosphere between tables is narrow at The Coffee Bean. But the atmosphere of Starbucks is enough spaces between tables.
• The temperature of Starbucks is comfortable, but the temperature is too cold in The Coffee Bean.
• There is existed problem to the internet WI-FI of The Coffee Bean. In the day I went to patronise The Coffee Bean, their internet WI-FI is not able to connect. However, this problem is not existing at Starbucks.
• At last, I was so surprised about The Coffee Bean has provided baby high chairs to their customers, but I cannot find it in Starbucks.

 

Observation Part 1

On 2nd of December 2012,

I went to Starbucks Coffee, Kepong Jusco and The Coffee Bean & Tea Leaf, DPC at afternoon of the day for conducting my observation by taking video and photos of both coffee shops.

From the video and photos taken, I will analyse the differences between Starbucks Coffee and The Coffee Bean & Tea Leaf. Besides that, I will also list down the shops' strengths and weaknesses that may affect the customers' satisfaction level.

Starbucks Coffee

Starbucks Coffee at Kepong Jusco

The picture of Starbucks' counters

The breads and refreshments are located at beside counters

Starbucks also selling the coffee cups

The interior design of Starbucks

Starbucks also provided outdoor seats to their customers

The brightness of Starbucks is much enough

15 minutes video that I took in Starbucks on the day

The Coffee Bean & Tea Leaf

The Coffee Bean & Tea Leaf at DPC

The counters of The Coffee Bean

The Coffee Bean has selling cookies and cakes

The interior design of The Coffee Bean

The Coffee Bean also provided outdoor seats to their customers

Shop atmosphere of The Coffee Bean

15 minutes video that I took in The Coffee Bean on the day

Companies' background

Since 1971, Starbucks Coffee Company has been committed to ethically sourcing and roasting the highest quality Arabica coffee in the world. Today, with stores around the globe, the company is the premier roaster and retailer of specialty coffee in the world. Through Starbucks unwavering commitment to excellence and their guiding principles, they bring the unique Starbucks Experience to life for every customer through every cup.

Starbucks stores are a neighborhood gathering place for meeting friends and family. Their customers enjoy quality service, an inviting atmosphere and an exceptional cup of coffee.

Total stores in 61 countries: 20,366 stores

Argentina, Aruba, Australia, Austria, Bahamas, Bahrain, Belgium, Brazil, Bulgaria, Canada, Chile, China, Costa Rica, Curacao, Cyprus, Czech Republic, Denmark, Egypt, El Salvador, England, Finland, France, Germany, Greece, Guatemala, Hong Kong/Macau, Hungary, Indonesia, Ireland, Japan, Jordan, Kuwait, Lebanon, Malaysia, Mexico, Morocco, New Zealand, Netherlands, Northern Ireland, Oman, Peru, Philippines, Poland, Portugal, Qatar, Romania, Russia, Saudi Arabia, Scotland, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Arab Emirates, United States and Wales.

Herbert B. Hyman started The Coffee Bean & Tea Leaf in 1963 with a dedication to excellence and quality, and his efforts made him the founding father of gourmet coffee in California. The Coffee Bean & Tea Leaf is the oldest specially coffee and tea retailer in the United States, Besides that, The Coffee Bean & Tea Leaf has since grown into one of the largest privately- owned, family- run coffee and tea companies in the world.

Known for sourcing and providing the finest ingredients and flavours, The Coffee Bean & Tea Leaf has built relationships with the best private coffee farm and tea estates around the world, selecting only the top 1% Arabica beans and finest hand plucked, whole leaf teas.

Total stores in 23 countries: 900 stores

Brunei, Cambodia, China, East Malaysia (Sabah), Egypt, Germany, Indonesia, Iraqi Kurdistan, Israel, Kuwait, Lebanon, Mexico, Oman, Philippines, Quatar, Saudi Arabia, South Korea, Sri Lanka, Thailand, Turkey, United Arab States, and Vietnam. Future cafes are slated to open in Hong Kong, Jordan, Mongolia, Connecticut, Georgia, , Illinois, Minnesota, New Jersey and Washington State.

Business Research: Franchise

In this blog, I am conducted a comparison research between Starbucks coffee at Kepong Jusco and The Coffee Bean & Tea Leaf at Desa Park City (DPC). I will take a short video at both coffee shops, and complete my observation from the videos. Besides that,  I will also design a questionnaire for fill up by 10 customers from each shop. With the data from questionnaire, I will be analysing the different area satisfaction of customers such as beverage, services, staffs, environment, price and etc.