Attitude and Opinion June, On dining out, restaurant cleanliness, and MBPJ performance. Survey of MBPJ Residents

Transcription

1 Survey of MBPJ Residents Attitude and Opinion towards Food Outlets On dining out, restaurant cleanliness, and MBPJ performance June,

2 All rights reserved. This report is published by proprietary subscription. No parts of this publication may be distributed, reproduced, copied or transmitted in any form or by any means including photocopying without the permission of the copyright owner, application for which should be addressed to the same. The distribution, reproduction, copying or transmission including the quotation of a part of the whole thereof by a non-customer is strictly prohibited MERDEKA CENTER FOR OPINION RESEARCH 901B Diamond Complex, Bandar Baru Bangi, Selangor, MALAYSIA Tel: /1499 Fax: info@merdeka.org Web: 2

3 Methodology Survey of MBPJ Residents Attitude 410 randomly selected respondentsaged 18+ were interviewed via telephone for the survey Respondents were selected via random stratified sampling method along the lines of DUN, ethnicity, gender and age Survey covered respondents from the relevant (overlapping with MBPJ jurisdiction) areas within following constituencies: Seri Setia, Taman Medan, Bukit Gasing, Kg. Tunku, Damansara Utama, Bukit Lanjan & Kota Damansara Survey was carried out between June, 2010 Survey margin of error estimated at ±4.9% Cooperation between Pejabat ADUN Kg Tunku & Merdeka Center Note: Total percentages presented may or may not add up to 10 due to rounding up of figures. 3

4 Objective Survey of MBPJ Residents Attitude Survey objectives were: 1. To obtain residents feedback on issues pertaining to food establishments within the MBPJ area; 2. To obtain specific feedback on the Three-Strikes Rule on the enforcement of hygiene of food premises; and 3. Obtain general public perception on services in MBPJ area 4

5 Respondent Profile 5

6 Respondent Profile Survey of MBPJ Residents Attitude Gender Male Female Etnicity it 39% 43% 15% 3% Malay Chinese Indian Others Age Education level 37% 32% 22% 23% 19% 17% 1 1 7% & above No formal Primary Secondary Diploma & Degree & education school school equivalent above 6

7 Demographic Profile (cont) Occupation Survey of MBPJ Residents Attitude Monthly household income 24% 24% 16% 16% 5% 1 13% 9% 8% 5% 5% 1 9% Employer/Management organization > 10 people Employer/Management organization < 10 people Self employed Professional Executive office Non-executive office Supervisor non-office Non-office worker Student Unemployed, lost ability to work Homemaker Retired No response <RM1,500 per month RM1,501 RM3,000 per month RM3,001 RM5,000 per month >RM5,000 per month Don't know No response 6 Where do you access the internet? 45% 3 8% 1 3% At home 7 Workplace/sch ool At home & workplace/ school/ university Other locations Mobile internet No internet access No response

8 Attitudes Cleanliness was the most important criterion for MBPJ residents in choosing a place to dine at Besides Mamak restaurants, eateries that were seen as being cleaner were also more frequented 8

9 How frequently do you eat outside? Survey of MBPJ Residents Attitude More than once a day Once a day A few times a week A few times a month Rarely (once a month a less) 14% 9% 1 Not frequent 45% 3 37% Frequent 55% 9

10 How frequently do you eat outside? Survey of MBPJ Residents Attitude 8 More than once a day Once a day A few times a week A few times a month Rarely (once a month or less) 6 59% 37% 3 14% 9% 1 9% 7% 5% 3 24% 18% 15% 13% 42% 38% 37% 37% 33% 33% % 22% 13% 9% 1 7% 5% 6% 6% 5% 7% 4% Overall (410) (43) (91) (44) (81) (80) 61 and above (71) Age 10

11 How frequently do you eat outside? Survey of MBPJ Residents Attitude More than once a day Once a day A few times a week A few times a month Rarely (once a month or less) 6 14% 13% 4 22% 1 4% 34% 39% 18% 5% 6% 6% 32% 29% 3 29% 27% 17% 13% 13% 1 Male (207) Female (203) <RM1,500 per month (66) RM1,501 RM3,000 per month (100) 4 38% 6% RM3,001 RM5,000 per month (67) 16% 1 47% 24% 4% >RM5,000 per month (100) Gender Income 11

12 When eating out in Petaling Jaya, which TWO(2) types of food establishments do you normally go to? Type of food establishment Overall 1st 2nd Total 1st & 2nd Mamak restaurant 24% 5% 29% Air-conditioned restaurant (excluding Mamak) 35% 1 45% Non-air-conditioned restaurants (excluding Mamak) 18% 18% 36% Air-conditioned/indoor food court 3% 4% 7% Open air food court 7% 14% 2 Hawker stalls on the streets 6% 7% Hawker stalls in coffee shops 6% 16% 22% Fast food restaurants 5% 2 26% Don't know 2% 3% No response 5% 5% 12

13 Can you please rate, on a scale of 1 to 4, with 1 being the most important and 4 being the least important, your main considerations when choosing a place to eat. Overall Male Female 1st 2nd 3rd 4th 1st 2nd 3rd 4th 1st 2nd 3rd 4th Cleanliness 7 18% 6% 5% 6 26% 7% 6% 8 1 5% 3% Taste of the food 14% 4 29% 17% 22% 33% 29% 18% 6% 49% 28% 15% Price 8% 24% 37% 28% 1 26% 37% 23% 5% 23% 38% 32% Location 7% 15% 27% 5 6% 16% 26% 52% 7% 15% 28% 48% Don't know No response Total

14 Satisfaction with Cleanliness li Fast food restaurants, air-conditioned restaurants, air- conditioned food courts, and non-air-conditioned restaurants (excluding Mamak) fared well Hawker stalls, Mamak restaurants, and open air food courts were mostly seen as less hygienic 14

15 In general, how satisfied or dissatisfied are you with the cleanliness of in Petaling Jaya? Very satisfied Somewhat satisfied Somewhat dissatisfied Very dissatisfied Don't Know No response 35% 48% 5% 1 2% Fast food restaurants +78% Air-conditioned restaurants (excluding Mamak) Air-conditioned food courts 2 6 8% 2% 8% 12% 5 13% 2% 22% +72% +48% Net Satisfac ction Non-air-conditioned restaurants (excluding Mamak) 7% 55% 26% 6% 5%

16 In general, how satisfied or dissatisfied are you with the cleanliness of in Petaling Jaya? Very satisfied Somewhat satisfied Somewhat dissatisfied Very dissatisfied Don't Know No response Hawker stalls in coffeeshops 5% 47% 22% 1 15% +2 Open air food courts Mamak restaurants 6% 34% 33% 9% 16% 3% 36% 28% 18% 14% - -8% Net Satisfac ction Hawker stalls on the streets 19% 34% 27% 17%

17 In general, how satisfied or dissatisfied are you with the cleanliness of in Petaling Jaya? (net satisfaction*) Seri Setia Taman Medan Bukit Gasing Kampung Tunku Damansara Bukit Lanjan Kota Utama Damansara Fast food restaurants +83% +64% +74% +58% +76% +85% +85% Air-conditioned restaurants (excluding % +88% +67% +64% +77% +77% Mamak) Air-conditioned food courts +55% +45% +47% +37% +37% +58% +5 Non-air-conditioned restaurants (excluding Mamak) % +54% +23% Hawker stalls in coffeeshops +17% + +35% +29% +7% +28% +26% Open air food courts -1 +2% +12% - -5% Mamak restaurants - -27% -12% -2-18% +17% -18% Hawker stalls on the streets -33% -27% -39% +8% -42% -55% -74% *net satisfaction = satisfaction minus dissatisfaction 17

18 In general, how satisfied or dissatisfied d are you with the cleanliness of fast food restaurants in Petaling Jaya? Survey of MBPJ Residents Attitude % 85% 8 84% 82% 6 48% 48% 48% 52% 44% 35% 1 5% 2% 5% 1 37% 33% 13% 9% 5% 6% 3% 5% 9% 4% 1 32% 7% 9% 2% 6% 7% 38% 3% 3% 15% 2% 13% Overall (410) Male (207) Female (203) Frequent (227) Not frequent (183) Gender Dining out frequency 18

19 In general, how satisfied or dissatisfied d are you with the cleanliness of fast food restaurants in Petaling Jaya? Survey of MBPJ Residents Attitude % 87% 8 76% 74% 6 52% 55% 56% 48% 46% 34% 39% 39% % 4% 29% 5% 5% 4% 7% 12% 2% 9% 2% 5% 5% 16% 3% 2% % 5% 4% 2% 2% 2% 7% 7% 5% 23% 23% (43) (91) (44) (81) (80) 61 and above (71) Age 19

20 In general, how satisfied or dissatisfied are you with the cleanliness of air-conditioned restaurants (excluding Mamak) in Petaling Jaya? % 8 84% 84% 79% % 62% % 1 9% 2% 8% 2 8% 9% 23% 9% 8% 1 1 8% 9% 9% 6% 2% 7% 7% 2% 7% 18% 8% 2% 1 Overall (410) Male (207) Female (203) Frequent (227) Not frequent (183) Gender Dining out frequency 20

21 In general, how satisfied or dissatisfied are you with the cleanliness of air-conditioned restaurants (excluding Mamak) in Petaling Jaya? 10 93% 8 88% 76% 86% 82% 65% % 6 56% 7 48% 22% 23% 26% 8% 5% 26% 2% 4% 7% 7% 1 9% 1 12% 18% 5% 2% 7% 7% 4% 7% 2% 2% 2% 4% 2% 2% 6% 2% 5% 3% 25% 25% (43) (91) (44) (81) (80) 61 and above (71) Age 21

22 In general, how satisfied or dissatisfied d are you with the cleanliness of air-conditioned food courts in Petaling Jaya? % 58% 67% 6 64% 5 12% 14% 13% 2% 2% 46% 23% 24% 17% 22% 15% 24% 12% 56% % 22% 23% 24% 2% 2% 16% 12% 19% 23% 15% 1 12% 1 2% 2% Overall (410) Male (207) Female (203) Frequent (227) Not frequent (183) Gender Dining out frequency 22

23 In general, how satisfied or dissatisfied d are you with the cleanliness of air-conditioned food courts in Petaling Jaya? % 76% 7 64% 56% 64% 52% 42% 67% 53% 46% 29% 2% 35% 14% 15% 1 14% 16% 15% 19% 13% 27% 8% 14% 14% 4% 13% 14% 19% % 9% 7% 4% 1 1 2% 7% 8% 49% 3% 47% (43) (91) (44) (81) (80) 61 and above (71) Age 23

24 In general, how satisfied or dissatisfied are you with the cleanliness of non-air-conditioned restaurants (excluding Mamak) in Petaling Jaya? % 59% 64% 63% 6 55% 32% 53% 34% 57% 29% 54% 32% 32% 55% 26% 29% 24% 25% 28% 6% 6% 7% 6% 7% 7% 6% 5% 7% 6% 6% 7% 6% 5% 8% 7% 4% 5% 4% 7% Overall (410) Male (207) Female (203) Frequent (227) Not frequent (183) Gender Dining out frequency 24

25 8 6 Survey of MBPJ Residents Attitude In general, how satisfied or dissatisfied are you with the cleanliness of non-air-conditioned restaurants (excluding Mamak) in Petaling Jaya? 59% 7 64% 54% 56% 66% 39% 38% 6 37% 33% 56% 62% 57% 28% 44% 5 32% 24% 32% 27% 19% 15% 27% 7% 7% 15% 2% 7% 2% 2% 9% 2% 2% 9% 2% 2% 1 2% 6% 5% 5% 1 6% 1 15% 4% (43) (91) (44) (81) (80) 61 and above (71) Age 25

26 In general, how satisfied or dissatisfied d are you with the cleanliness of hawker stalls in coffee shops in Petaling Jaya? % 54% 49% 57% 46% 3 33% 47% 47% 22% 17% 22% 12% 5% 1 15% 7% 1 12% 47% 2% 34% 29% 5 28% 26% 2 44% 2% 22% 2% 23% 2 9% 24% 19% 8% 7% 1 9% 7% 2% Overall (410) Male (207) Female (203) Frequent (227) Not frequent (183) Gender Dining out frequency 26

27 In general, how satisfied or dissatisfied d are you with the cleanliness of hawker stalls in coffee shops in Petaling Jaya? 8 65% 63% 6 55% 53% 39% 4 36% 37% 49% 58% 3 27% 52% 5 23% 27% 23% 32% 18% 22% 16% 24% 4% 2% 18% 19% 35% 7% 9% 2% 7% 7% 6% 9% 9% 9% 16% 12% 13% 2 12% 19% 14% 2% 5% (43) (91) (44) (81) (80) 61 and above (71) Age 27

28 In general, how satisfied or dissatisfied d are you with the cleanliness of open air food courts in Petaling Jaya? 6 Survey of MBPJ Residents Attitude 4 42% 46% 42% 38% 42% 44% 39% 34% 33% 32% 36% 36% 3 36% 33% 2 17% 32% 33% 2% 14% 14% 9% 16% 8% 1 14% 18% 8% 1 13% 6% 5% 6% 7% 6% - Overall (410) Male (207) Female (203) Frequent (227) Not frequent (183) Gender Dining out frequency 28

29 In general, how satisfied or dissatisfied d are you with the cleanliness of open air food courts in Petaling Jaya? Survey of MBPJ Residents Attitude 6 56% 5 48% 4 43% 44% 38% 4 38% 37% 36% 46% 34% 39% 32% 25% 29% % 17% 2% 35% 33% 36% 9% 9% 16% % 1 23% 4% 5% 5% 9% 9% 8% 4% 4% 2% 5% (43) (91) (44) (81) (80) 61 and above (71) Age 29

30 In general, how satisfied or dissatisfied d are you with the cleanliness of Mamak restaurants in Petaling Jaya? 6 Survey of MBPJ Residents Attitude 39% 36% 46% 28% 14% 4 37% 49% 3 36% 35% 43% 43% 25% 49% 3 33% 32% 44% 24% 23% 3% 18% 14% 4% 18% 1 18% 8% 18% 9% 8% 3% 2% 19% 22% Overall (410) Male (207) Female (203) Frequent (227) Not frequent (183) Gender Dining out frequency 30

31 In general, how satisfied or dissatisfied d are you with the cleanliness of Mamak restaurants in Petaling Jaya? Survey of MBPJ Residents Attitude % 39% 16% 49% 46% 43% 34% 5% 5% 6% 12% 4% 2% 2% 6 38% 36% 43% 28% 36% 17% 38% 24% 2% 16% 17% 2% 4% 26% 24% 52% 2 32% 22% 22% 38% 3 32% 37% 18% 32% 12% (43) (91) (44) (81) (80) 61 and above (71) Age 31

32 In general, how satisfied or dissatisfied d are you with the cleanliness of hawker stalls on the streets in Petaling Jaya? % 58% 66% 56% 34% 35% 33% 38% 3 18% 19% 27% 19% 17% 19% % 2 16% 14% 24% 28% 2% 15% 19% 13% 24% 26% 23% Overall (410) Male (207) Female (203) Frequent (227) Not frequent (183) Gender Dining out frequency 32

33 In general, how satisfied or dissatisfied d are you with the cleanliness of hawker stalls on the streets in Petaling Jaya? % % 59% 59% 48% 24% 26% 16% 16% 24% 19% % 9% 5% 4% 19% 5% 2% 4% 9% 24% 19% 2% 22% 2% 32% 33% 22% 18% 39% (43) (91) (44) (81) (80) 61 and above (71) Age 33

34 What in your view is the most common hygiene problem in the following types of food establishment premises in Petaling Jaya? Dirty food and d rinks Dirty (inc y premise and sur cluding tables, cha drain, rats and ins rroundings airs, floor, sects) Dirty plates/ bowls/ cup ps/ utensils Dirty toilets Bad personal hygiene of restaurant workers Fast food restaurants 4% 9% 2% 7% 5% 46% 19% 8% Hawker stalls in coffeeshops 12% 23% 8% 8% 5% 1 16% 15% 3% Hawker stalls on the streets 18% 3 7% 2% 4% 14% 6% 15% 3% Open air food court 7% 34% 8% 1 6% 9% 8% 16% 3% Air-conditioned food court 6% 15% 8% 1 8% 5% 23% 5% Non-air-conditioned restaurant (excluding Mamak) 6% 3 9% 17% 8% 7% 14% 7% 2% Air-conditioned restaurants (excluding Mamak) 6% 13% 7% 13% 9% 5% 28% 13% 6% Mamak restaurants t 1 2 6% 19% 1 16% 3% 1 [More than 1 ans swer] [No problem ] [DK / Never been there] [NR] 34

35 In the past (one) year, have you ever suffered from food poisoning after dining in a food establishment in Petaling Jaya? What type of food establishment is that? Yes No Mamak restaurant 3 Hawker stalls on the streets 15% 85% 15% Hawker stalls in coffeeshops Don't know Non-air-conditioned restaurant (Excluding Mamak restaurants) 8% 8% 12% Open air food court 8% Fast food restaurant 7% (n=410) Others Air-conditioned restaurant (Excluding Mamak restaurants) 3% 2% 35

36 Awareness and Support of Policies i Awareness of MBPJ s cleanliness guidelines and laws for food operators was moderate Support for the three strike rule was strong But about one-third of the residents felt that stricter guidelines would lead to potential abuse and corruption by enforcement officers 36

37 Are you aware of the cleanliness guidelines that must be complied by operators of food premises in Petaling Jaya? Yes No/Don't know 43% 56% (n=410) 37

38 Are you aware of the cleanliness guidelines that must be complied by operators of food premises in Petaling Jaya? 8 Yes No/Don't know No response 75% 6 43% 56% 39% 6 52% 48% 44% 55% 42% 58% % % 46% 45% 55% 25% Overall (410) Male (207) Female (203) Frequent Not frequent (43) (91) (44) (81) (80) 61 and above (227) (183) (71) Gender Dining out frequency Age 38

39 Have you heard about MBPJ s proposed 3 strikerule rule which stipulates that if a hygiene offence is committed more than 3 times a year, the food establishment will have its license revoked? Yes No/ Don't know 49% 5 (n=410) 39

40 8 6 Survey of MBPJ Residents Attitude Have you heard about MBPJ s proposed 3 strikerule rule which stipulates that if a hygiene offence is committed more than 3 times a year, the food establishment will have its license revoked? % 49% 5 49% 5 48% Yes No/ Don't know No response 54% 46% 29% 7 37% 63% 56% 42% 62% 6 38% 38% 55% 45% 2% Overall (410) Male (207) Female (203) Frequent Not frequent (43) (91) (44) (81) (80) 61 and above (227) (183) (71) Gender Dining out frequency Age 40

41 How strongly do you agree or disagree with the proposal to revoke the licenses of food premises if a hygiene offence is committed more than 3 times a year? % 96% 86% 17% 6 73% 77% 69% 5% 8% 3% 3% 6% 2% 3% 2% 2% 4% 3% 4% 2% Agree Disagree Agree Disagree Agree Disagree Overall (410) Aware (208) Not aware (200) Awareness of three strike rule 41

42 In your view, would stricter hygiene guidelines lead to Improved cleanliness in local eating premises Potential of abse or corruption by unscrupulous enforcement officials Don't know No response 1 3% 33% 54% 42

43 Satisfaction with MBPJ 6 of respondents were satisfied with the overall performance MBPJ Highest net satisfaction (+) in ensuring general cleanliness Lowest net dissatisfaction (-4%) in perceived level of integrity of enforcement personnel; mostly stemming from lack of awareness 43

44 8 6 How satisfied or dissatisfied are you with the overall performance of MBPJ? 6 67% 68% 66% 6 56% 52% Survey of MBPJ Residents Attitude 39% 37% 37% 34% 56% 64% 56% 3 53% 65% 3 32% 5 56% 49% 26% 3 27% 3 22% 22% 27% 27% 9% 5% 5% 8% 4% 4% 8% 2% 2% 3% 8% 3% 6% 6% 1 3% 3% 4% 9% 4% 2% 3% 3% 3% 2% 1 1 3% 1 4% 4% 59% Sati isfied Dissati isfied DK K/NR Sati isfied Dissati isfied DK K/NR Sati isfied Dissati isfied DK K/NR Sati isfied Dissati isfied DK K/NR Sati isfied Dissati isfied DK K/NR Sati isfied Dissati isfied DK K/NR Sati isfied Dissati isfied DK K/NR Sati isfied Dissati isfied DK K/NR Overall (410) Malay (161) Chinese (176) Indian (60) <RM1500 per mth (66) Ethnicity RM RM3000 per mth (100) RM3001- RM5000 per mth (67) Total monthly household income >RM5000 per mth (100) 44

45 What is the main reason why you are satisfied with the overall performance of MBPJ? (n=249) Ensures cleanliness in your area (Eg. garbage collection and city beautification) 24% Efficiency of MBPJ No reason given 15% Good maintenance of basic infrastructure 1 Good service/ hardworking/ able to solve people's problems/ able to help the people No response 8% 9% Strong enforcement of hygeiene rules in eateries Good management of local business licenses Integrity of MBPJ Others 4% 3% 3% 2% 45

46 What is the main reason why you are dissatisfied with the overall performance of MBPJ? (n=139) Unsatisfactory performance in ensuring cleanliness (Eg. garbage collection) ) 24% Inefficiency of MBPJ 22% Corruption within MBPJ 13% Bad maintenance basic infrastructure (Eg. drainage system and roads) Weak enforcement of hygeiene rules in eateries 9% 9% No reason given Bad management of local business licenses Others No response 6% 5% 5% 5% Unequal treatment (racial) 3% 46

47 How satisfied or dissatisfied d are you with the performance of the Petaling Jaya City Council (MBPJ) on the following matters: Very satisfied Somewhat satisfied Somewhat dissatisfied Very dissatisfied Don't Know No response Ensuring cleanliness in your area (Eg. Garbage collection and city beautification) 1 49% 26% 13% + Managing local business licenses (Eg. Pasar malam, restaurants and shops) 6% 33% 16% 1 3 5% +13% Net Satisfaction Enforcement of hygeiene rules in eateries 7% 27% 1 12% 3%

48 How satisfied or dissatisfied d are you with the performance of the Petaling Jaya City Council (MBPJ) on the following matters: Very satisfied Somewhat satisfied Somewhat dissatisfied Very dissatisfied Don't Know No response Level of Integrity of general MBPJ staff (not enforcement officers) 3% 35% 1 28% 4% +8% Maintain basic infrastructure (Eg. Drainage system and roads) 7% 4 32% 17% 2% Net Satisfaction 3% 28% 23% 13% 3 4% -4% Level of integrity of MBPJ enforcement officers

49 Conclusions Survey of MBPJ Residents Attitude Cleanliness of food outlets is very important Mamak restaurants and street hawkers need to improve their levels of hygiene the most Awareness of cleanliness guidelines is low Support for three strike rule is very high Satisfaction with MBPJ is above average 49