4. RESULT OF RESEARCH

In this chapter, the writers present the relevant information and data regarding to the problem statement, such as all information about Soest and liked history and population statistics. Also, the writers analyze all the results of questionnaires from the guest and company of the Oriental Swan restaurant, Soesterberg. And we build Customer Relationships Management program in the Oriental Swan restaurant.

4.1 Welcome to the municipality of Soest The municipality of Soest (Province of ) is situated in the centre of the . The territory is 4644 ha greats and covers the suburbs of Soest, Soestduinen and Soesterberg. At 1-1-2002 there were some 44.686 inhabitants. Soest is situated in the triangle (7 km), (10 km) and Utrecht (20 km). To these there are good connections by both train and bus. During the first half of the 20th century the originally agricultural municipality of Soest got more and more the character of a commuters village. The richness and beauty of its natural surroundings had a lot to do with this. After World War II the business- and service-sector also strongly developed. After the accomplishment of the Dalweg-domain (Town Hall, Police station, Sports-palace and Overday- Hospital) during the nineties the urban character of Soest has been strenghtened.Nevertheless, 30% of its territory is still covered by forests and natural domains (sandy dunes). Soest also enjoys a vivid social and cultural life. Soest (NL) maintain special bondings with the town of Soest (Westfalen- Germany). Sportsmen and sportswomen of various disciplines meet every other year, once here and then over there.

4.1.1 Bird's eye view of Soest The municipality of Soest is situated in the center of The Netherlands and has a lot of pure natural scenery. Soest has a little over 44.000 inhabitants. It is

40 Petra Christian University 41 basically an agricultural and industrial community. The distance from Soest to Amersfoort is about 6 kilometers, to Utrecht about 20 km, and to Hilversum about 10 km. There is a good transportation system by either bus or train to these cities. When one looks from a bird's eye view over the 46 km2 area of the municipality, one sees clearly that there are two different areas. Both are surrounded by woods, agricultural land or meadows. The biggest area, Soest, covers , the original Soest and Soest South, interconnected along the railroad track from Utrecht to , each with its own train station. Also parts of Soest are the district of Hees at the border of the Soesterveen and the woods of Pijnenburg. The smaller area, Soesterberg, is situated on the other side of the Soester "mountain" and the airfield. In between those two, and surrounded by woods, is the district of Soestduinen. Soestduinen (Soestdunes), situated alongside the railroad track from Utrecht to Amersfoort, also has its own train station. The agricultural area of Soest is located on the plateau of the Eng, which runs southeast to northeast. At the foot of the Eng, on the border of meadows near the Eemriver, the old village of Soest was founded around the Oude Kerk (Old Church), which is still there. The farms are still situated in a long row along the east side of the Eng, also bordering the meadows of the Eem and the higher agricultural land. Thanks to the railroad and better road access to Soest, the town became very popular for people who wanted to move out of the busy cities and preferred the more quiet areas. This resulted in an increase of residential areas, especially around the Eng, at Soestdijk and Soest South. More houses were subsequently built at the Soesterveen as well. Soest and Soesterberg are lucky to be surrounded by a very beautiful area of woods and natural sand dunes. On the north side one will find the river Eem and Meadowland. This agricultural landscape between Soest and Amersfoort is very attractive. The peacefulness there with the scenery - the green meadows and spread out farms - makes one forget the bustle of the highways near by. Coming from Amersfoort one can see the slim silhouette of the tower of the Old Church. In Soest South one finds the woods and dunes, a natural reserve area of about 500 hectares. it borders the woods of Birkhoven (Amersfoort) and Pijnenburg. The Soest dunes are also well known with their hardwood and pine trees, and beautiful views. At the Soesterveen one will find two small natural

Petra Christian University 42 reserve areas, which are very popular with botanical students. The surroundings are not only important for Soest's inhabitants, but also for those coming from the busy (cities of , Den Haag, Utrecht), and who are looking for quiet areas and fresh country air.

4.1.2 Historical development of Soest Not much is known of Soest's early development. Historians do know however, that about 11.000 years before Christ, different hunting groups lived in these areas. Proof of this was the discovery of some small artefacts in the Soest dunes, which date back to about 8000 years before Christ and some burial mounds like the Enghenbergje at the Eng on agricultural land and some at the Korte Duinen/ Monnikenbos between Soest and South Amersfoort, which date from about 2000 BC. All this shows that Soest is an ancient settlement, one of the oldest at the Sticht (an area of Utrecht Province). The earliest written history of Soest dates back to 1029 AD. As of that time, most events have been recorded. In its early days, Soest was also known as: Soyse, Zoys, Suys or Sose. The name probably means something like "well in between the high and low grounds", the Utrecht hills and Eem valley respectively or it could refer to the settlement on the east side (Soest) of the Utrecht hills. Many battles have been fought at the peaceful-looking Eng. The first military event took place in 1278. While not of great importance to the history of The Netherlands, it was important for the ongoing battle between Utrecht and Holland Provinces. The battle of 1278 was fought between the Amstelaren and the Woerdeners on one side and the Sticht groups on the other. The latter was defeated. During the , the people made their living from agriculture at the Eng, peat at the Soesterveen, sheep on the heather land as well as beekeeping and some dairy cows. Soest developed as a typical village along one side of the road. At the Eng were agricultural land and the farms stretched like a ribbon along its foot. The ends of this lengthy village were formed by the Kort- End (short-end), in the area of the Ferdinand Huycklaan and the Lang-End (long- end), in the area of the Burg. Grothestraat, that was interconnected with the Kerkebuurt (church area) and the Old Church. There were also other residential

Petra Christian University 43 areas: the Hart, the Bunt (Soest South), Behind the Eng (area Nieuweweg) the Veen, the Birkt and the Heyberg at Soesterberg. Important to the society of Soest were also the founding of two monasteries, the Marienburg at the Eemstreet (where the farm Het Klooster now stands), and the Marienhof at the Birkstreet. A major landmark in the history of the community was the granting of municipal rights bij Bishop of Bourgundy on 26 September 1472. In the years thereafter Soest was looted and burned a number of times, but was always rebuilt. By the end of the 18th century, it was still an agricultural village with 1200 inhabitants. In the early 1800's there were many changes in the community. The road from Naarden to Amersfoort was built between 1815 and 1817 and Gerrit Steijn van Hensbroeck became the first mayor in 1823. In 1869, the first 16 street lanterns were installed; on 1 July 1895, Soest had its first horse-tram and the railroad between Utrecht and Baarn was officially opened on 27 July 1898. But even this did not change the quiet pace of living at Soest. After 1920 Soest began tot grow and by 1930 counted 15000 inhabitants. In 1945, there were 22000 residents; in 1960 28500; in 1970 37500, in 1975 38764 and by 1 January 1999 44106.

4.1.3 Historical development of Soesterberg The name Soesterberg has become known throughout the world since the founding of the Aviation Department on 1 July 1912. In the early days the area was only heather. During the 17th century many Soest residents left the town, moved across the "mountain", and settled down on the heatherland. The reasons they left included poverty and a desire for independence. They were mostly small farmers, called heather farmers in those days. Their sod houses were hidden in the heather, away from the road. They were afraid of highwaymen, who were very active in those days. There was a lot of game in the heatherland then. This meant, of course, that poachers were very active. Many farmers started beekeeping, and others made brooms from materials natural to the heatherland. A hundred years ago there was no church at Soesterberg. The people had to go over the mountain to worship in Soest. This changed when Soesterberg officially became a "parish"; before that time it was referred to as a district. The name Soesterberg comes form the "heather mountain" of the Soest municipality, although "mountain" is a rather

Petra Christian University 44 misleading word. Soesterberg has no great history. But still there was the road connecting Amsterdam and Arnhem in the 17th century, which in 1800 was paved by order of Napoleon. At Huis ter Heide (house at the heatherland), just outside of Soesterberg, one can still find the house "Huis ter Halve". The postal coach halted there; highwaymen could see the coach coming from there and could make their preparations. 't Zwaantje" was for Soesterberg, what the "Auberge the Three Rings" was for Soest. Eventually, the sod houses gave way to the small farmhouses. A lot of the land at Soesterberg belonged to the family Bosch van Drakenstein. They were very friendly to the Soesterbergers. Carolus Borromaeus Bosch van Drakenstein gave some land for the building of the Roman there. A family tomb can still be found in the graveyard. Soesterberg was discovered as one of the finer and lovelier residential areas around 1900. It was an easily accessible village, with only 300 residents in those days. With the arrival of the first airplane, like the Aviatik in 1913, the residents total was raised to 600. The middle class and industries developed, and by 1940 there were 2300 inhabitants; in 1965 6.100, in 1975 5.500 and by 1 January nearly 6.000.

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4.1.4 Statistics of Soest and Soesterberg

Bevolking per wijk naar leeftijd Leeftijd Soest Soest Soesterberg Soesterberg Totaal Totaal aantal % Aantal % aantal % 0-4 2.442 6,3 440 7,1 2.882 6,4 5-9 2.417 6,2 384 6,2 2.801 6,2 10-14 2.508 6,5 326 5,3 2.834 6,3 15-19 2.180 5,6 312 5,1 2.492 5,5 20-24 1.867 4,8 277 4,5 2.144 4,8 25-29 1.839 4,7 319 5,2 2.158 4,8 30-34 2.395 6,2 518 8,4 2.913 6,5 35-39 2.875 7,4 629 10,2 3.504 7,8 40-44 3.123 8,1 492 8,0 3.615 8,0 45-49 2.815 7,3 451 7,3 3.266 7,3 50-54 2.794 7,2 446 7,2 3.240 7,2 55-59 3.083 8,0 472 7,6 3.555 7,9 60-64 2.066 5,3 264 4,3 2.330 5,2 65-69 1.751 4,5 215 3,5 1.966 4,4 70-74 1.582 4,1 216 3,5 1.798 4,0 75-79 1.328 3,4 202 3,3 1.530 3,4 80-84 959 2,5 131 2,1 1.090 2,4 85-89 526 1,4 56 0,9 582 1,3 90-94 170 0,4 15 0,2 185 0,4 > 94 36 0,1 5 0,1 41 0,1 TOTAAL 38.756 100 6.170 100 44.926 100 0-3 1.922 5,0 357 5,8 2.279 5,1 4-11 3.921 10,1 589 9,5 4.510 10,0 12-17 2.940 7,6 400 6,5 3.340 7,4 18-24 2.631 6,8 393 6,4 3.024 6,7 25-39 7.109 18,3 1.466 23,8 8.575 19,1 40-54 8.732 22,5 1.389 22,5 10.121 22,5 55-64 5.149 13,3 736 11,9 5.885 13,1 65-74 3.333 8,6 431 7,0 3,764 8,4 75-84 2.287 5,9 333 5,4 2.620 5,8 > 85 732 1,9 76 1,2 808 1,8 TOTAAL 38.756 100 6.170 100 44.926 100

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0-19 9.547 24,6 1.462 23,7 11.009 24,5 20-64 22.857 59,0 3.868 62,7 26.725 59,5 > 64 6.352 16,4 840 13,6 7.192 16,0 TOTAAL 38.756 100 6.170 100 44.926 100 Take from: http://www.soest.nl/

Bevolking per wijk naar leeftijd, geslacht en gezinsverhouding in absolute aantallen. Soest

Take from: http://www.soest.nl/

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Bevolking per wijk naar leeftijd, geslacht en gezinsverhouding in absolute aantallen

Soesterberg

Take from: http://www.soest.nl/

4.2 The result of interview with Oriental Swan restaurant’s host A: Writer B: The Host of Oriental Swan restaurant A: Could you tell me the visions and mission of your company? B: It is too difficult to answer this question. We started our restaurant (running a business restaurant) in 30 years ago because we have to do for living. We moved to this big restaurant (Oriental Swan restaurant) for 15 years ago. So I can tell you that our mission is we want to have better restaurant to serve our guest more comfortable and let them to choice and taste a Chinese food. A: Could you tell me, why you choose Soesterberg as the place of your restaurant? B: Soesterberg is quiet small compare than Amsterdam and Utrecht. So the competition is not so big as in a big city, and not many Chinese restaurants in Soesterberg. And 13 years ago, we had already built a good relationship with the customer around Soesterberg, so we decide to carry on running in Soesterberg. I like this place.

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A: Could you describe your market segmentation? How could you identify your customer need and want? B: Our customer is not only come from Soesterberg, but also comes from around Soesterberg liked , Bosch and Soestduinen, etc. And people who live around Soesterberg are high living places. For me, how to describe customer need and want is difficult. A: What is your opinion about customer? B: We have a take away service which the guest come from Soesterberg, and ala Carte restaurant which the guest can enjoy the food in the restaurant. For take away, people come because they don’t have time to cook and quick service, so they can take the food home. For restaurant, we serve with more quality, so we charge them with higher price and more exclusive food. Usually, People want to have an exclusive dinner, special occasion for example meeting, birthday, and jubilee. A: How many customers and companies can you recognize well? Mention and explain them! B: I think I know them a proximally around 50% customer. Such as: 1. De jong, live in Mr. De Jong: bier and Corenwijn, no capsicum, spicy, no pangsit Mrs. De Jong: dry Martini with one rock of ice, not spicy, except shrimp 2. Steenman, live in Soesterberg Double amuse, wine in big wine glass, straight whisky, Tau Fu Poe with lots of vegetable 3. Family Herfst, live in Soest Mrs. N. Herfst (grandmother): eat in a little portion, dont like fish for amuse Mr. Harry Herfst: Famous Grouse for whisky with a lot of ice cube at the beginning, like to eat lot of meat, not too many vegetable, Grand Manier with ice cube in whisky glass Mrs. Els Herfst: red port, a lot of vegetable, not too spicy, Grand Manier with a lot of ice cube

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Mr. Ron Herfst: good quality of red wine, not too much garlic, sometimes drinks cognac (Remy Martin Club), coffee Brazil and cigarette Mrs. Irene Herfst: eat a lot of vegetable, not spicy, good quality of red wine, amaretto with ice cube; do not eat rice or noodle 4. Mr. and Mrs. Reedijk, live in Driebergen Begin with champagne, drink good quality of red wine, and the dish must be served two times with noodle or rice, no dessert 5. Mr. and Mrs. Burgwal, live in Bosch en Duin Drink pinot gris, surprise menu, a lot of fish and meat 6. Mr. and Mrs. Van Barrenveld, live in Amersfoort Begin at the bar drink bier and sherry, surprise menu, no dessert, drink of variation of wine 7. Mr. and Mrs. De Kleine, live in Soest Mr. De Kleine: drink vieux mix with cola, eat a lot of meat and beef satay Mrs. De Kleine: drink a lot of white wine, and a lot of water, eat a lot of meat, beef satay 8. Mr. and Mrs. Veenstra, live in Bosch en Duin Drink white wine such s Mersault from Louis La Tour, eat a lot of snack such as dim sum, small dish 9. Mr. and Mrs. Verbree, live in Drink red wine (Fleurie) and a lot of water, not too spicy, dessert wine with coffee 10. Mr. and Mrs. Hoogenboom, live in Bosch en Duin Mr. Hoogenboom: drink dry white wine such as chardonnay or poully fume, a lot of water, like to eat beef filet without onion Mrs. Hoogenboom: drik dry white wine such as chardonnay or poully fume, a lot of water, like to eat chicken, dislike fish and shrimp 11. Mr. and Mrs. Kesler, live in Soestduinen Like to eat peper au, Kantonese salad, dimsum, drink chinese tea or chinese bier 12. Mr. and Mrs. Osnabrugge, live in Soesterberg Like to eat oyster, drink red wine, no dessert, drink liqueur.

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13. Mr. and Mrs. Rowendal, live in Soest Pinot Gris, water only for mrs. Rowendaal, like to eat prawn in Thais style. 14. Mr. and Mrs. Klomp, live in Soest House rose, Lechee wine, not too spicy, eat Cantonese rice 15. Mr. and Mrs. Vonk, live in Veenendal Mr. Vonk: drink bacardi cola, begin with salmon or Ti Pan Satay for appetizer, and eat a lot of main course Mrs. Vonk: white wine in big wine glass

Company, which ever have eaten and drunken in Oriental Swan: 1. MARTIN VAN TUYL, Director SITA Papier an Kunstof Recycling B.V. Stemerdingweg 20 3769 CE Soesterberg Tel. 0346 – 35 58 35 / mobile 06 – 21 24 36 78, Fax. 0346 – 35 58 45 E-mail [email protected], www.sita.nl 2. LUCAS H.B. Servaas, Adjunct Director J. de Rider B.V. Montgomeryweg 61a, Postbus 27, 3769 ZG Soesterberg Mobiel 06 – 553 737 60, Tel. 0346 – 35 18 80, Fax. 0346 – 35 20 96, E-mail [email protected], www.jderidderbv.nl 3. HERMAN VAN ROWENDAAL, Managing Director Varoda Packaging B.V. Nijverheidsweg Noord 110 3812 PN Amersfoort Tel. +31 (0) 33 464 30 60, Fax. +31 (0) 33 445 16 83 E-mail [email protected] 4. DHR. J. ZEEUWENSTIJN Stichting Verenigde Nederlandse Apotheken (VNA) Utrechtseweg 135 3818 ED Amersfoort Tel. (033) 460 10 00, Fax. (033) 460 10 01 E-mail [email protected] 5. H.E. EBBENHOUT, Director

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R.K. Woningbouwvereniging Hortensialaan 30, Post bus 21, 3700 AA Zeist Tel. 030 – 698 50 30, Fax. 030 – 698 50 45, Mobile 06 – 54 74 39 05 E-mail [email protected] 6. DIRK VENEME, Director Abrona Amersfoortseweg 56 3712 BE Huis ter Heide Tel. (0346) 35 96 20, Fax. (0346) 35 96 65, Mobile (06) 203 902 07 E-mail [email protected], www.abrona.nl 7. A.E. VAN BARREVELD, Manager of house building Amsterdamseweg 39, Post bus 161, 3800 AD Amersfoort Tel. 033 463 04 94, Fax. 033 465 03 32 E-mail [email protected] 8. STAN UYLAND, Director BMU Group B.V. Amersfoortsestraat 11A, Post bus 29, 3769 ZG Soesterbeg Tel. 0346 – 350 504, Fax. 0346 – 350 777 E-mail [email protected] 9. Prof. DR DIRK VAN NORREN, Director TNO Kampweg 5, P.O. Box 23 3769 ZG Soesterberg Tel. +31 346 35 62 02, Fax. +31 346 35 39 77 E-mail [email protected], www.tno.nl 10. Vermeij Edisonweg 11, 3442 AC Tel. 0348 – 414333, Fax. 0348 – 431171 E-mail [email protected], www.vermeijschilderweken.nl 11. J. SPEE, Officer Public Prosecutor Bureau Verkeershandhaving OM Radermakerstraat 22, Post bus 15, 3769 ZG Soesterberg Tel. (0346) 33 33 10, Fax. (0346) 33 33 20 E-mail [email protected], www.vekeershandhaving.nl

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A: Why should the customer choose to eat and drink in your restaurant? B: My opinion is the guests looking for more exclusive eat and drinks. Because our price is more expensive those others and we pay attention on food and service to provide an exclusive service to the customer. A: What companies do usually you made partnering with? E.g. Heineken as drinks supplier. B: We made partnering with the meat and vegetable, such as: 1. Wine: Oud Reuchlin & Boelen te Zoetermeer, Fourcroy lenselink te Bussum, Great Grapes te Soest. 2. Bier: Heineken Brouwerijen te 3. Oriental B.V. te Amsterdam (Chinese toko) 4. Ebo van Den Bor te Nijkerk (Horecagroothandel) 5. Dasselaar te Nijkerk (Horecagroothandel) 6. Van de Veen Food B.V. Doortwerth (Vleesgroothandel) 7. Broekman Groenten te Soest 8. Blycolin Groep B.V. te Zaltbommel (tafel linen/ table linen) But for the wine, we have a sponsoring contract with the wine suppliers; we do it collective with the FER. A: What is your opinion about relationship; e.g. trust, satisfaction, and commitment? B: Relationship with the guest is very important things to do such as, contact with the guest, complimentary drinks when they have special occasion. I treat them as my friend. When they are sick, I will call and sent them a card. A: What marketing strategy have you already done? Does it works? B: Our restaurant has already made a website: www.orientalswan.nl. And we must build more communication with the customer via Internet. Yes, but we have to do more in marketing. So, let the guest know our progress what happen in our restaurant.

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4.3 Questionnaire Calculation In this part, the writers try to accumulate the result of questionnaire which were filled in by the customers of Oriental Swan restaurant. For spreading the questionnaires, the writers divided the customers of Oriental Swan restaurant in 3 criteria, such as: 1. Take away Customers, which the guests usually buy the food to take home, because they do not have time to cook in their homes and want to get quick service. 2. Ala Carte Customers, which the guests usually enjoy eat-drinks and have a fine dining in the restaurant. 3. Customer from companies, which the companies have ever held a fine dining or meeting in the Oriental Swan restaurant. In starting the Questionnaires, the writers found and got some difficulties, especially to get information from the companies, because the Head of company get busy with their jobs and do not have time to fill in our questionnaires, which we sent by email to their address. So, until now, the writers got only one reply- email from the company. And the writers decided not to accumulate the result by companies, but further more information, the writers put it in the Appendix. And completely information about the questionnaires, the writes give and put all in the Appendix page.

For the formulation in calculating the questionnaires, the writers use the simply one:

% = The amount of the guest’s choices X 100% Total the answers of Questionnaire (XY)

Source: the writer’s idea Example: we can see from question no1 of Ala Carte Customer result % A= 2 x 100% = 10% , %B= 7 x 100% = 35 % 20 20

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The result from Ala Carte Customer: 1. What is your profession (job-title)? I 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 Y A X X 2 B X X X X X X X 7 C X X X X 4 D X X X 3 E X X X X 4 X 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 20 A: 10%(House wife), B: 35%(Employee), C: 20%(Professional), D: 15% (Entrepreneur/Businessman), E: 20%(Artist, retired teacher, accountant (belasting-advisor), editor, and retired person). 2. Where do you live? II 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20Y A X X X X 4 B X X X X 4 C X X X 3 D E X X X X X X X X X 9 X 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 20 A: 20%(Soesterberg), B: 20%(Soest), C: 15%(Bilthoven), D: 0(Bosch en Duin), E: 45% (Zeist, Den Haag, Odjik, Amersfoort, FRANCE, , Baarn, , Arnhem, and Groningen.) 3. How many times do you usually come to Oriental Swan Restaurant in a year? III 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20Y A X X X X X X X X X X X X X 13 B X X X X X 5 C X X 2 D 0 X 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 20

A: 65%(1-5 times), B: 25%(6-20 times), C: 10%(20-50 times), D: 0(over 50 times)

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4. With who do usually you come? IV 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20Y A X X 3 B X X X X X X X X X X X X X X X X X X X 19 C X 1 D X 1 X 1 1 1 1 1 1 1 1 2 1 2 1 1 2 2 1 1 1 1 1 24 A: 12%(Friend), B: 80%(Family), C: 4%(Company), D: 4%(others) 5. How do you know this restaurant? V 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20Y A X X X X 4 B X X X X X X 6 C X X 2 D X X X X X X X X X 10 X 1 1 1 1 1 1 1 1 1 1 1 1 1 2 1 1 1 1 1 1 21 A: 19%(Friend), B: 29%(Family), C: 10%(Advertising (newspaper/magazine/television/radio)), D: 42%(others)

6. Which menu-card do usually you order to eat? VI 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20Y A X X X X X X X X X X X X X X X X X 17 B X X X X 4 C X X X 3 X 2 1 1 1 1 2 1 1 0 1 1 1 3 1 1 1 1 1 2 1 24 A: 71%(Normal menu), B: 17%(FER menu), C: 12%(Dim Sum menu) 7. What drinks do usually you order? VII 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20Y A X X X X X 5 B X X X X X X X X X X X X X X X X X X 18 X 1 1 1 1 1 2 2 1 1 1 1 1 1 1 1 1 1 1 1 2 23 A: 22%( Non-alcoholic drink), B: 78%(Alcoholic drink)

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8. Have you ever ordered a bottle of wine? VIII 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20Y A X X X X X X X X X X X X 12 B X X X X X X X X 8 X 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 20 A: 60%(Yes), B: 40%(No) 9. Does the host of this restaurant know you very well? IX 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20Y A X X X X X X X X X X X X 12 B X X X X X X X X 8 X 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 20 A: 60%(Yes), B: 40%(No) 10. Why do you choose this restaurant to eat and drink? • It has good personal, service, hospitality, and excellence food. • It has good atmosphere. • It is an Asian specialty food. • Reading in magazine, Lekker magazine • The food changes every month, we call FER (Fine Easter Restaurant) Menu

The result from Take Away Customer: 1. What is your job?

I 1 2 3 4 5 6 7 8 9 10Y A: 30% (House wife) A X X X 3 B: 30% (Employee) B X X X 3 C: 0%, (Professional) C D: 10% (Entrepreneur/Businessman) D X 1 E: 30% (freelance, retired (VUT), E X X X 3 X 1 1 1 1 1 1 1 1 1 1 10 vertegen wooibeger.) 2. Where do you live?

II 1 2 3 4 5 6 7 8 9 10Y A: 80% (Soesterberg) A X X X X X X X X 8 E: 20% (Huis ter Heid, Maarssen) B C D E X X 2 X 1 1 1 1 1 1 1 1 1 1 10

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3. How many times do usually you come to Oriental Swan Restaurant in a month?

1 2 3 4 5 6 7 8 9 10Y A: 100% (1-5 times)

A X X X X X X X X X X 10 B C X 1 1 1 1 1 1 1 1 1 1 10

4. How do you know this restaurant?

IV 1 2 3 4 5 6 7 8 9 10Y A: 10% (Friend) A X 1 B: 40% (Family) B X X X X 4 C: 10% (Advertising) C X 1 D X X X X 4 D: 40% (Work, live next door, citizen of X 1 1 1 1 1 1 1 1 1 1 10 Soesterberg)

5. What food do you usually buy? ° Duck rolls ° Dutch food as well as Indonesian ° Foe Yung Hai with rise ° Rice table, Loempia, Tjap Kam Au, French Fries, Babi Panggang ° Several ° Bami ° Chicken Curry, Babi Panggang ° Bami Oriental ° Pork Curry, Loempia ° Peper Ha, Bami Oriental

6. Have you ever had a fine dining (eat and drink) in the Oriental Swan Restaurant?

VI 1 2 3 4 5 6 7 8 9 10Y A: 80% (yes) A X X X X X X X X 8 B: 20% (no) B X X 2 X 1 1 1 1 1 1 1 1 1 1 10 If no, why? - Take away easier with little children at home

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7. Would you mind to give some suggestions to this restaurant except to reduce the price? ° Once in awhile give a free dinner for frequent visitors like businessman ° Delivery service ° Month menu that change every month and relative low price for take away ° No, it’s always good ° Everything is OK ° Other music in dining room

The result from company: 1. Have your company ever had a fine dining or a meeting in the Oriental Swan restaurant? I 1 2 3 4 5 6 7 8 9 10 11Y A: (yes) A X X 2 B: (no) B X 1 1 2

2. When did your company start to have a fine dining or a meeting in the Oriental Swan restaurant? ° 5 jaar geleden (meaning: 5 years ago) ° When they took over from Het Zwaantje".

3. How many times has your company hold a fine dining or a meeting in Oriental Swan restaurant in one year?

III 1 2 3 4 5 6 7 8 9 10 11Y A: (1-10 times) A X 1 B: (10-20 times) B X 1 C C: (over 20 times) X 1 1 2

4. Why does your company choose Oriental Swan? ° Goed restaurant, fijne bediening, gastvrij ° Close by and good quality 5. Has your company ever ordered a catering from Oriental Swan restaurant?

V 1 2 3 4 5 6 7 8 9 10 11Y A: (yes) A X 1 B: (no) B X 1 X 1 1 2

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6. How many times has your company ever ordered a catering from Oriental Swan restaurant in a year? A: 1-10 times VI 1 2 3 4 5 6 7 8 9 10 11Y A X 1 B: 10-20 times B C C: over 20 times X 1 1

7. Would you mind to give some suggestions to this restaurant, except to reduce the price? ° Nee, want alles is naar wens. ° None

8. Has your company had a good relationship with Oriental Swan restaurant? Give me a reason regarding to your answer? ° Once I had a problem but after a complaint it was resolved adequately ° Ja, want als we bellen om een tafel te reserveren, weten ze direct voor wie en voor welke tafel. Wat valt daar verder nog aan toe te voegen. The writer cannot account to take a percentage (%) of the questionnaire from company. And we got only two company’s questionnaire replies from eleven companies that Mrs. Mok was recommended to sent questionnaire via email. It is not so representative to conclude the result of the company’s questionnaire. But we still can analyze it bravely. From these results, this restaurant has not had a good relationship with company in/around Soesterberg. So Oriental Swan restaurant must do some proactive actions to attract a lot of companies to have a fine dining and use the buffet area as meeting of reception place.

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