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Call Number (WOU) SP CEMBA 2012 14
Author Law, Ah Heng
Title Study the level of service quality and product quality in first toast kopitiam in Singapore / Law, Ah Heng
Abstract The main discussion of this project paper is to study the level of service quality and product quality in First Toast Kopitiam in Singapore and the improvements needed in the service delivery. This is important so that the local coffee shop which inclusive First Toast Kopitiam can secure a place in the competitive environment to capture the heart of the young generation in Singapore. The survey focus on the criteria that the young generation takes into consideration in their patronize decision. The result that obtained from the survey is interesting and it shows that the young generation in today‟s modern world is very quality conscious. They are willing to spend if the service that they receive is worth the penny that they spent. There are many factors that lead to the quality awareness among the nation. The factors that contribute to these qualities consciousness are enormous and the most apparent are such as increase in standard living of the nation, the upgrading in terms of education level and greater pressure from the fierce competition among the existing coffee shop operators and the emerging of uncountable new wave modern cafes in Singapore. The objectives of this project paper also highlight the necessary actions to be taken to enhance the value of the First Toast Kopitiam. This is to ensure that the popularities of the coffee shop can be brought back into picture, in a more modern and revised version that suits today‟s new economic condition. The thorough research of this study can be used as a guide by the local coffee shops to improve their quality services. The young generation in Singapore consists approximately 28.4% of the whole population ( The market for the young generation is wide and the right strategy will promise a good return to the local coffee shop in the long run.
Notes Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
Publisher/Year Penang : School of Business and Administration, Wawasan Open University, 2012
Physical Description 102 p.; 30 cm.
Subject Wawasan Open University -- Dissertations
Subject Quality assurance -- Malaysia

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