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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Main Author:	Mustaffa Kamal, Muhammad Roshidi
Format:	Thesis
Language:	English English
Published:	2018
Subjects:	T Technology (General) TS Manufactures
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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id	my-utem-ep.23979
record_format	uketd_dc
institution	Universiti Teknikal Malaysia Melaka
collection	UTeM Repository
language	English English
topic	T Technology (General) TS Manufactures
spellingShingle	T Technology (General) TS Manufactures Mustaffa Kamal, Muhammad Roshidi Managing Queuing Problems Through Online Booking System
description	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.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Mustaffa Kamal, Muhammad Roshidi
author_facet	Mustaffa Kamal, Muhammad Roshidi
author_sort	Mustaffa Kamal, Muhammad Roshidi
title	Managing Queuing Problems Through Online Booking System
title_short	Managing Queuing Problems Through Online Booking System
title_full	Managing Queuing Problems Through Online Booking System
title_fullStr	Managing Queuing Problems Through Online Booking System
title_full_unstemmed	Managing Queuing Problems Through Online Booking System
title_sort	managing queuing problems through online booking system
granting_institution	Universiti Teknikal Malaysia Melaka
granting_department	Faculty Of Manufacturing Engineering
publishDate	2018
url	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
_version_	1747834065211359232
spelling	my-utem-ep.239792022-03-14T12:32:17Z Managing Queuing Problems Through Online Booking System 2018 Mustaffa Kamal, Muhammad Roshidi T Technology (General) TS Manufactures 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. 2018 Thesis http://eprints.utem.edu.my/id/eprint/23979/ http://eprints.utem.edu.my/id/eprint/23979/1/Managing%20Queuing%20Problems%20Through%20Online%20Booking%20System.pdf text en public http://eprints.utem.edu.my/id/eprint/23979/2/Managing%20Queuing%20Problems%20Through%20Online%20Booking%20System.pdf text en validuser http://plh.utem.edu.my/cgi-bin/koha/opac-detail.pl?biblionumber=114794 mphil masters Universiti Teknikal Malaysia Melaka Faculty Of Manufacturing Engineering 1) Abubakar U.M. et. Al. (2013). Application of queuing Model in a Restaurant (A Case Study of Kalinga Restaurant) 2) Alfino, M., Caputo, J. S., & Wynyard, R. (Eds.). (1998). McDonaldization Revisited: Critical Essays on Consumer Culture. Westport, CT: Praeger. 3) Ashley D.W., (2000). An introduction to queueing theory in an interactive text format. Transactions on Education, 293): 1-14 4) Austria L. A. (2015). Queue Management Practice of Quick Service Restaurant (QSR) in Lipa City, Philippines. 5) Carbone, L. P. and Haeckel, S. H. (2002). "Managing the total customer experience." Sloan Management Review 43, no. 3 : 85-89. 6) Dervitsiotis K. N. (1981). Operation Management. Capacity Planning for Service System 7) Dharmawirya (2012). Analysis of Expected and Actual Queuing Time in Fast Food Restaurants. 8) Dharmawirya and Adi E. (2011) Case study for Restaurant Queuing Model 9) Drysdale, J. A. and Galipeau, J. A. (2009). Profitable Menu Planning, 4th ed. New Jersey: Pearson International Edition 10) Gozzi, R. (1996). The Fast Food Franchise as Metaphor. et Cetera, 53(3), 322+. 11) Retrieved April 16, 2012, from Questia database: 12) http://www.questia.com/PM.qst?a=o&d=5045008752 13) Halo. (2010). Emerging trends in the restaurant industry. Halo. Retrieved from: 14) http://www.myhalo.com/restaurant/Resource_Center/Restaurant_Tips/restaurant_trends/ 15) Hummel, E., and Murphy, K.S. "Using service blueprinting to analyze restaurant service efficiency." Cornell Hospitality Quarterly 52 (2011): 265-272. 16) Jackson, J. (2011). Kinds of Food Service in a Restaurant. http://www.ehow.com/info_8570902_kinds-food-servicerestaurant.html 17) Koh H. L. et al. (2014). Improving Queuing Service at McDonald’s 18) Kimes, S. E. (2004). "Restaurant revenue management: implementation at chevys arrowhead." Cornell Hotel and Restaurant Administration Quarterly 45: 52-67. 19) Knutson, B. J. (2000). “College Students and Fast Food – How Students Perceive Restaurant Brands.” Cornell Hotel and Restaurant Administration Quarterly. 20) Law, A. K.Y., Hui Y. V. and Zhao, X. (2004). Modeling Repurchase Frequency and Customer Satisfaction for Fast Food Outlets. International Journal of Quality and Reliability Management, vol. 21 Iss: 5, pp. 545-563. 21) Lichtenberg A.L (2012). A Historical Review of Five Top Fast Food Restaurant Chains to Determine the Secrets of Their Success. 22) Siddiqui, H. (2011, October 1). Follow McDonald’s Marketing Strategy of Innovation 23) and Trendsetting. Retrieved from http://hammadsiddiquiblog.com/follow 24) mcdonald%E2%80%99s-marketing-strategy-of-innovation-and-trendsetting/ 25) Sulek, J. M., and Hensley, R. L. (2004). The relative importance of food, atmosphere, and fairness of wait: The case of a full-service restaurant. Cornell Hotel and Restaurant Administration Quarterly 45: 235-247. 26) Walker, J. R. (2011). The Restaurant: from Concept to Operation, 6th ed. New Jersey. John Wiley and Sons, Inc. 27) Wall, E. A. and Berry, L. L. (2007). The combined effect of the physical environment and employee behavior on customer perception of restaurant service quality. Cornell Hotel and Restaurant Administration Quarterly 48: 59-69. 28) Yan, G., and Fang, H., (2014). A Simple Simulation Method for Queue System. 2014 Sixth International Conference on Intelligent Human-Machine Systems and Cybernetics, (1), pp. 177–180. 29) Zhao, X., Lau, R.S.M, and Lam, K. (2002). “Optimizing the service configuration with the least total cost approach.” International Journal of Service Industry Management, Vol. 13 No. 4, pp. 348-361.

Managing Queuing Problems Through Online Booking System

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