CHAPTER 3

METHODOLOGY

3.0 Introduction

Further explanations will be discuss in this chapter especially about the procedure

and the method use during research process. Researcher will use survey technique in

order to obtain all information about customer’s satisfaction for facilities provided at

foodservices/cafeteria and the data to be collected such as demographic and satisfaction

level of facilities in foodservices/cafeteria in UiTM Shah Alam. In this chapter, suitable

research design, sampling method, how data will be collected and analyzed are determine

and discuss. This chapter includes:

1. Study area

2. Sources of data

3. Sampling technique

4. Population

5. Sampling method

6. Sample size

7. Questionnaire design

8. Data analysis

3.1 Study Area

Three (3) foodservices/cafeterias for each hostel such as Kolej Anggerik, Kolej

Perindu and Kolej Seroja located in UiTM Shah Alam has selected as study area for this

research. Suitable study area contributes in progress of collecting data from respondents.

According to UiTM Shah Alam management, the place is covered about 34 acre of land.

It contains of 1,500 animals from 200 species. They served 2 main activities for visitors

which are Taiping Zoo and Night Safari. It is located in area of Taiping Lake Garden. For

this research, the data will be gained from visitors of both activities. Below is the overall

map of Taiping Zoo.

Figure 3.1: Map of UiTM Shah Alam

Source: www.image.com.my

3.2 Sources of Data

Sources of data for this research includes primary and secondary data. Primary

data is obtained through questionnaire.

3.3 Data Collection

The data collection took about one week and the actual survey was done on

October 28th 2015. Respondent took about 5 – 10 minutes to answers the questionnaire.

3.3.1 Primary Data

Primary data is information gain through questionnaire which is all data is reliable

as a source of information. By using questionnaire method, all respondents had

been asked to fill the question sheet given with appropriate answer to evaluate the

satisfaction level of facilities provided in foodservices/cafeteria at UiTM Shah

Alam. The question were contain of their demographic and satisfaction level of

facilities there.

3.3.2 Secondary Data

Another source of data is secondary data. It is additional data such as journal and

books.

3.4 Population

Population of three hostels which is Kolej Anggerik, Kolej Perindu and Kolej

Seroja are known through the UiTM management data for the capacity students who live

in hostel. Number of capacity for each hostel and foodservices/cafeteria as below:

Figure 3.4: Number of capacity for three (3) hostel and foodservices/cafeteria

NO.

HOSTELCAPACITY IN CAFETERIA

(SEAT)CAPACITY OF

HOSTEL (STUDENT)

1 ANGGERIKTABLE

(Shape: Square, 1 table=4 seats)50

800 TOTAL SEAT 200

2 PERINDU

TABLE(Shape: Square, 1 table=4 seats)

(Shape: Rectangular, 1 table=6 seats)(Shape: Circle, 1 table=8 seats)

25242

1,900

TOTAL SEAT 260

3 SEROJA

TABLE(Shape: Square, 1 table=4 seats)

(Shape: Rectangular, 1 table=7 seats)451 1,320

TOTAL SEAT 187

Source: Author’s research (2015)

3.5 Sampling Method

Simple random technique is being used for this research by choose randomly the

respondents which live in hostel in order to reduce the amount of data that need to be

collected. Furthermore, there is limitation for researcher such as time constraints to study

an entire population of students live in each hostel, researcher decided to relying on

sample to acquire the data. The data through sample represent the satisfaction level of

facilities provided in their hostel’s foodservices/cafeteria.

3.5.1 Sample Size

Sample size is an important part in order to ensure that it is large enough

to provide researcher with necessary confidence in on the data. The researcher

was used a simple formula to calculate the sample size which is 20% from

capacity students who live in each hostel to determine the actual size required.

Below is the calculation of sample size which will be use in this research. The

sample size for this research is 804 respondents.

CALCULATION WORK OF SAMPLE SIZE

Sample Size:

S = Sample size that determine

N = Number of population

*According to the formula, researcher calculated their sample size. The step

of calculation shown at below:

NO. HOSTEL CAPACITY OF HOSTEL (STUDENT)

CALCULATION SAMPLE FOR

STUDENT FOR EACH

HOSTEL

1 ANGGERIK 800 20% x 800 160

2 PERINDU 1,900 20% x 1,900 380

3 SEROJA 1,320 20% x 1,320 264

TOTAL SAMPLE SIZE 804

*Sample size: 804 respondents

3.6 Questionnaire Design

S = 20% x N

In order to gathering the data on satisfaction of facilities provided in

foodservices/cafeteria among students, a survey was used. The questions in a

questionnaire were constructed based on the topic which mentions the main objective

such to identify the criteria of customers satisfaction of facilities provided at

foodservices/cafeteria in the university and to investigate the level of customers

satisfaction of facilities provided at foodservices/cafeteria in UiTM Shah Alam. In this

research, researcher used likert scale method in designing the questionnaire. The

questionnaire is divided into two parts which is part A and part B.

I. Part A

In Part A, the question is more on the general demographic questions such as

gender and age of the respondents.

II. Part B

In Part B, the question is to evaluate the level of satisfaction among customers

which is students in term of the facilities in their hostel’s foodservices/hostel.

Researcher had selected likert scale question in this part.

3.7 Pilot Testing

After designing questionnaire, researcher need to do pilot testing which is

important whether the questionnaire valid or not in term of understandable and reliable.

Sum sets of questionnaire have been distribute to respondent as small-scale trial prior

before main survey need to be done and amendments can be made. Researcher pilot the

questionnaires personally so that the respondent can be observed and questioned if

necessary. Beside that, it is can be detect if any question appear to difficult to be answers

by respondent and the result is the new version of questionnaire can be made.

3.8 Data Analysis

By using Statistical Package for the social science (SPSS), all information and

data result can be analyze clearly by interpreting in the form of pie chart, matrix, graphs,

frequency to determine the overall result from data collected to this studies. In order to

measure the satisfaction level of facilities provided at foodservices/cafeteria by

customers, researcher using likert scale which is number 1 represent extremely

dissatisfied and 5 represent extremely satisfied.