Abdul Latif, Nurul Najihah and Zainal, Maisarah and Mohd Haris, Nur Farihah and Shafie, Shahira and Misiran, Masnita and Md Yusof, Zahayu (2019) Assessing Fast-Food Restaurant’s Productivity in Rural Area Through Customer Waiting Time and Worker’s Efficiency. International Journal of Modern Trends in Business Research (IJMTBR), 2 (8). pp. 1-7. ISSN 2600-8742

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Abstract

Fast food restaurant is known for its role in providing quick meals for the masses, thus it is critical to ensure the customer’s waiting time and employee’s efficiency match with its function. However, in the rural area, such issue has yet to be fully implemented. The general quality control practiced for restaurants in Malaysia aim to complete order within (maximum time) 5 minutes, thus this study would like to investigate whether such quality control is also visible in the franchise of the smaller town. This study shows long duration of customers’ waiting time (average time of 9.09 minutes on Tuesday and 24.19 minutes on Saturday) and low level of employees’ efficiency (55% on Tuesday and 20.67% on Saturday) in this restaurant. Initiatives such as self-service ordering kiosk and free Wi-Fi can improve customers’ perception towards the service in this restaurant

Item Type:	Article
Uncontrolled Keywords:	Waiting time, service rate, efficiency, queueing model
Subjects:	Q Science > QA Mathematics
Divisions:	School of Quantitative Sciences
Depositing User:	Mdm. Sarkina Mat Saad @ Shaari
Date Deposited:	23 Jun 2024 09:20
Last Modified:	23 Jun 2024 09:20
URI:	https://repo.uum.edu.my/id/eprint/30918

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