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563 Najihah & Mazilah (2022)

the preliminary interviews with the customers, the researcher concluded the issues with Nasi Lemak Hao in theme as listed in Figure 2.0.
This has become the basis for the current study.

STRENGTH WEAKNESS
S • Delicious W • No delivery options

•
Quantity of the food
Homemade
•
•
•
No western food
Affordable price
•
promotion
Good customer service
• Use ‘Basmati’ rice • Less channel for
THREATS
O • OPPORTUNITIES T • Covid-19 pandemic
Potential
partnership
Several competitors in
•
with catering
Develop frozen food
one place
•
Price of raw material
•
Ability to open franchise
•
• increase
Losing valuable
customer

Figure 1.0: Nasi Lemak Hao SWOT Analysis

Figure 2.0: Fishbone Diagram

1.1 Problem Statement
In Malaysia, food services have employed the most workers, with 758,992 people or 79.2% of the total workforce (2015: 79.7%).
Drinking establishments were the second-largest contributor, accounting for 106,701 people or 11.1% (2015: 11.2%), followed by event
catering services, which accounted for 93,000 people or 9.7% (2015: 9.2%). The service provided by restaurant chains entails various
cultural, social, and economic environment circumstances and can be highly complex compared to other types of service.
When customers make a purchasing decision, various factors can influence their overall pleasure. The demographics of shoppers
may determine whether they are satisfied or dissatisfied with their purchase. When it comes to customer happiness, a company’s ability to
entertain is crucial for clients. Customer satisfaction can impact a company's earnings. A company must constantly strive to retain its
reputation by putting up its best effort when connecting with a client or customer.
Nowadays, business owners are struggling to survive and maintain their companies. They must develop alternate methods,
particularly during the COVID-19 pandemic that affects globally. For Nasi Lemak Hao, the subject of the study, it was revealed that the

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