Case study: Kafe Tenang, Kuala Perlis / Alya Amani Adnan … [et al.]

For this case study, we interviewed Miss Natasha, the representative and also the manager, who helps run the business called Kafe Tenang. Kafe Tenang is located at Jalan Panggung Wayang, Kuala Perlis. Encik Zafwan, the owner, had done an excellent job of establishing the cafe. The cafe is considered a new business because it was officially opened on 28th of September 2022, which was three months ago. The business has been facing many challenges in order to run smoothly, but somehow, it has managed to face them. Kafe Tenang offers products and services for customers by providing a variety of beverages, such as coffee and non-coffee drinks like soda, chocolate, matcha, and others. It also offers a variety of pastries so that the customer can enjoy them. The specialty of the cafe is its coffee. In this study, we could see the difficulties of establishing a new business that was unknown to anyone and introducing the business to the targeted market. According to Miss Natasha, starting a business requires a lot of work, time, and money. The business also needs to line up a variety of strategies in order to survive its competitors in the long run. Additionally, the business model canvas (BMC) has nine building blocks. That consists of customer value proposition, customer segments, channels, customer relationships, revenue streams, key resources, key partners, key activities, and cost structure. From the BMC analysis, we could see some problems that needed to be highlighted. After Kafe Tenang had operated for a few months, they received some bad reviews relating to their customer service and unsatisfied customers with their product availability and lack of choices in the cafe, for example, a limited choice of milk and a limited size of the cup for the customers to order based on what they preferred. Moreover, we also noticed that there are other cafes similar to Kafe Tenang in that area. The many similarities between the cafe and its competitors can make it hard for the business to survive in the long term. However, a list of solutions is made to address the issue. The most important thing is that the coffee they offer customers should have a wider variety of milk and a couple more sizes for the coffee cup. Besides, the cafe needs to take serious action regarding customer feedback so that they can improve the quality of the cafe and stand up better against its competitors in the targeted market. Moreover, the workers need to be trained on what to do and not do in front of customers. The business can enhance its weakest areas and focus on its strengths. Lastly, we recommended that the owner of Kafe Tenang increase their marketing on various social media platforms, provide free WiFi to attract more customers to the cafe, and add a delivery service for the customers.