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The Application of Waiting Lines System in Improving Customer Service Management: The Examination of Malaysia Fast Food Restaurants Industry

Average numbers; Customer service management; Customer spending; Fast-food restaurants; Organization performance; Real case scenarios; Service operations; Waiting lines; Sales; design; food industry; implementation process; lifestyle; mathematical analysis; numerical method; organizational framework...

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Bibliographic Details
Main Authors: Ismail Z., Shokor S.S.A.B.
Other Authors: 57189238640
Format: Conference Paper
Published: Institute of Physics Publishing 2023
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id my.uniten.dspace-22758
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spelling my.uniten.dspace-227582023-05-29T14:12:04Z The Application of Waiting Lines System in Improving Customer Service Management: The Examination of Malaysia Fast Food Restaurants Industry Ismail Z. Shokor S.S.A.B. 57189238640 57189249610 Average numbers; Customer service management; Customer spending; Fast-food restaurants; Organization performance; Real case scenarios; Service operations; Waiting lines; Sales; design; food industry; implementation process; lifestyle; mathematical analysis; numerical method; organizational framework; research work; Malaysia Rapid life time change of the Malaysian lifestyle had served the overwhelming growth in the service operation industry. On that occasion, this paper will provide the idea to improve the waiting line system (WLS) practices in Malaysia fast food chains. The study will compare the results in between the single server single phase (SSSP) and the single server multi-phase (SSMP) which providing Markovian Queuing (MQ) to be used for analysis. The new system will improve the current WLS, plus intensifying the organization performance. This new WLS were designed and tested in a real case scenario and in order to develop and implemented the new styles, it need to be focusing on the average number of customers (ANC), average number of customer spending time waiting in line (ACS), and the average time customers spend in waiting and being served (ABS). We introduced new WLS design and there will be prompt discussion upon theories of benefits and potential issues that will benefit other researchers. Final 2023-05-29T06:12:04Z 2023-05-29T06:12:04Z 2016 Conference Paper 10.1088/1755-1315/32/1/012074 2-s2.0-84966657869 https://www.scopus.com/inward/record.uri?eid=2-s2.0-84966657869&doi=10.1088%2f1755-1315%2f32%2f1%2f012074&partnerID=40&md5=0d7c0209e19ec6aa9d9098f337d5a749 https://irepository.uniten.edu.my/handle/123456789/22758 32 1 12074 All Open Access, Bronze Institute of Physics Publishing Scopus
institution Universiti Tenaga Nasional
building UNITEN Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Tenaga Nasional
content_source UNITEN Institutional Repository
url_provider http://dspace.uniten.edu.my/
description Average numbers; Customer service management; Customer spending; Fast-food restaurants; Organization performance; Real case scenarios; Service operations; Waiting lines; Sales; design; food industry; implementation process; lifestyle; mathematical analysis; numerical method; organizational framework; research work; Malaysia
author2 57189238640
author_facet 57189238640
Ismail Z.
Shokor S.S.A.B.
format Conference Paper
author Ismail Z.
Shokor S.S.A.B.
spellingShingle Ismail Z.
Shokor S.S.A.B.
The Application of Waiting Lines System in Improving Customer Service Management: The Examination of Malaysia Fast Food Restaurants Industry
author_sort Ismail Z.
title The Application of Waiting Lines System in Improving Customer Service Management: The Examination of Malaysia Fast Food Restaurants Industry
title_short The Application of Waiting Lines System in Improving Customer Service Management: The Examination of Malaysia Fast Food Restaurants Industry
title_full The Application of Waiting Lines System in Improving Customer Service Management: The Examination of Malaysia Fast Food Restaurants Industry
title_fullStr The Application of Waiting Lines System in Improving Customer Service Management: The Examination of Malaysia Fast Food Restaurants Industry
title_full_unstemmed The Application of Waiting Lines System in Improving Customer Service Management: The Examination of Malaysia Fast Food Restaurants Industry
title_sort application of waiting lines system in improving customer service management: the examination of malaysia fast food restaurants industry
publisher Institute of Physics Publishing
publishDate 2023
_version_ 1806424249367265280
score 13.222552

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