A study on customer perception and buying trend at Kedai Mesra, PETRONAS Dagangan Berhad / Marjidi Sapawi

This research is a study on Customer Perception and Buying Trend At Kedai Mesra, PETRONAS Dagangan Berhad’ This study was conducted at three PETRONAS Filling Station located at three different location in Kuching. PS Jalan Tun Jugah and Jalan Setia Raja is located at City South while PS Petra Jaya is located at City North. The study was focused on the customers that stopped at the station to purchase fuel for their vehicles and other merchandise and also some public. The purpose of the study was to do research on the consumer behavior toward Kedai mesra as 'A one stop center’. Since it is also the important factors in the operating of Kedai mesra. Thus we cannot neglect the importance of customers satisfaction, so customers view on Kedai mesra is also under studied. The study was conducted by using primary and secondary data that was relevant to research scope. Secondary data was not quite available, thus the study have defended much on the primary data. To obtain the primary data 120 respondents were identified and distributed with the questionnaires. They were from different work of life. From the finding on the research, it was found out that 86.7% of the customers were happy with the existence of Kedai mesra and not making any complaint on the services and products, 93.8% made Kedai mesra as their favourite shopping center, which is according to them could ease the busy time that they encounter. Most of the customers were satisfied with the merchandise offered, service and efficiency. Furthermore at some of the shopping centers parking space are always full and congested. This would be a time wasting. However there were some respondents who were not aware and have little knowledge on PETRONAS Kedai mesra. This group are to be targeted by PETRONAS to be their another loyal customer.