Abstract
A study was conducted at McDonald’s in Sungai Dua, Penang, to improve its waiting and service time based on the queuing theory. A questionnaire was distributed to determine the customers’ satisfaction level. Customers’ arriving, waiting, serving, and leaving time were recorded in three consecutive weeks for two different hours which is from 10.00 am to 11.00 am (normal hours) and from 12.00 pm to 1.00 pm (peak hours), and within two different days (Wednesday and Saturday). The arrival, waiting, and serving time consists of four different scenarios. Scenario I is when 100% of the customers ordered food at the counter. Scenario II is when 70% of the customers ordered food at the counter and 30% ordered food by using the machine. Scenario III and Scenario IV are projected to reduce the number of customers who ordered food at the counter to 30% and 0% respectively. ARENA simulation software and Social Sciences Statistical Package (SPSS) software were used in this study. The results show that the average waiting time during normal hours is higher than during peak hours. When collecting food, the waiting time and number of customers queueing increased during peak hours. It is suggested that the waiting time and number of customers queueing will be reduced by adding another counter for collecting food. In terms of customers’ satisfaction level, it was concluded that sanitation is moderate and customer service is good.
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