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

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 th...

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Main Author: Ismail Z., Shokor S.S.A.B.
Format: Article
Language:English
Published: 2017
Subjects:
Average numbers
Customer service management
Customer spending
Fast-food restaurants
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id my.uniten.dspace-3387
record_format dspace
spelling my.uniten.dspace-33872018-12-19T03:40:10Z 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. Average numbers Customer service management Customer spending Fast-food restaurants 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. 2017-10-26T05:03:33Z 2017-10-26T05:03:33Z 2016 Article 10.1088/1755-1315/32/1/012074 en IOP Conference Series: Earth and Environmental Science
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/
language English
topic Average numbers
Customer service management
Customer spending
Fast-food restaurants
spellingShingle Average numbers
Customer service management
Customer spending
Fast-food restaurants
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
description 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.
format Article
author Ismail Z., Shokor S.S.A.B.
author_facet Ismail Z., Shokor S.S.A.B.
author_sort Ismail Z., Shokor S.S.A.B.
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
publishDate 2017
_version_ 1644493535125176320
score 13.222552

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