SIMULATION MODEL IN REDUCING CUSTOMER WAITING TIME IN WAITING LINE: A CASE STUDY AT BURGER KING’S RESTAURANT IN BATU PAHAT

JOHARI, SITI FATIMAH AZZAHRA' (2018) SIMULATION MODEL IN REDUCING CUSTOMER WAITING TIME IN WAITING LINE: A CASE STUDY AT BURGER KING’S RESTAURANT IN BATU PAHAT. Other thesis, UNIVERSITI TUN HUSSEIN ONN MALAYSIA.

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Abstract

Waiting time theory or in other word queuing theory is originated from the mathematical theory that focuses in the waiting lines. This theory usually used and applied in service industry in customer waiting time in waiting lines. The purpose of study is to determine the optimum waiting line model in reducing customer waiting time and identify the dominant factors for a customer to be in waiting line for a long time period. There are two types of queuing theory which are single queue theory and multiple queue theory. In this research, multiple queue theory will be used to conduct the data collection with the quantitative method, where descriptive analysis is the main instrument used in data collection. The research conducted only in peak hour which is at the lunch hour time period, from 12pm till 2pm. The data collected through questionnaire that will be analyzed by using Statistical Package for Social Science (SPSS) in order to get the mean score and the frequency of data. Furthermore, the observation and simulation model approach will be used in reducing the customer waiting time in Burger King’s restaurant by using Microsoft Excel Software. From the result, the dominant factor for customer to be in waiting line is food quality; due to it obtained the highest total average mean which is 3.81. The probability of waiting exceed 1 minute is 0.54. The average waiting time is 2.57 minutes compare with the standard work procedure (SOP) of Burger King’s Restaurant is only 2.30 minutes of the average speed. This shows that the service is not efficient with the long waiting time. The researcher have recommended by opening a second ordering the serving counter to reduce customer waiting time in the waiting line. Keywords: Waiting time, waiting line, simulation model, Burger King’s Restaurant.

Item Type: Thesis (Other)
Uncontrolled Keywords: Waiting time; waiting line; simulation model; Burger King’s Restaurant.
Subjects: T Technology > TD Environmental technology. Sanitary engineering
Divisions: Faculty of Technology Management and Business > Department of Management and Technology
Depositing User: PSM Coordinator BPA
Date Deposited: 08 Mar 2018 17:32
Last Modified: 08 Mar 2018 17:32
URI: http://ethesis.uthm.edu.my/id/eprint/273

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