Managing Queuing Problems Through Online Booking System
Queuing is one of the important issues to the service industry due to its impact towards the operations capabilities and customer satisfaction of the organization. The determination of how long a customer should wait for a product or service has long been a major concern for service management speci...
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| Format: | Thesis |
| Language: | English English |
| Published: |
2018
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| Subjects: | |
| Online Access: | http://eprints.utem.edu.my/id/eprint/23979/1/Managing%20Queuing%20Problems%20Through%20Online%20Booking%20System.pdf http://eprints.utem.edu.my/id/eprint/23979/2/Managing%20Queuing%20Problems%20Through%20Online%20Booking%20System.pdf |
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| Summary: | Queuing is one of the important issues to the service industry due to its impact towards the operations capabilities and customer satisfaction of the organization. The determination of how long a customer should wait for a product or service has long been a major concern for service management specialists who bear the trade-off between minimizing operation costs incurred in optimizing the configuration of a queue system, as well as, minimizing the cost of queuing of the customers. As the current economies progressively changing into a service dominated one, it is essential to thoroughly understand the know-how to effectively deal with queuing lines to improve customer satisfaction of service. Fast food restaurants are popular among price-sensitive youths and working adults who value the conducive environment and convenient services. McDonald’s chains of restaurants promote their sales by offering package meals which are perceived to be inexpensive. These promotional meals attract good response, resulting in occasional long queues and inconvenient queuing times. However, customers are willing to queue and pay to get food. Restaurants should avoid losing their customers due to a long wait on the line. It is because people today demand not only for quality food but also for speed. Fast food restaurant players explore on the approaches to optimize the efficiency of restaurant management. One important area that defines how well and efficient a fast food restaurant delivers its product and services to customers is by their implementation of the queue management practices at the restaurant and the level of customers satisfaction. A study is conducted to monitor the distribution of queuing time, queue length, customer arrival and departure patterns at a McDonald’s restaurant located in Tampines, Singapore. Thus, the purpose of this study is to propose an online system that will aid in managing queue during the service and hence, to optimize the queuing time. There were few methods involved in order to achieve the objectives, including conducting observation, interview, time study and develop the online booking system. Through this system, it can help to manage queue and improving the customer satisfaction. |
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