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Managing Queuing Problems Through Online Booking System

Queuing is one of the important issues to the service industry due to its impact towards the operations capabilities and customer satisfaction of the organization. The determination of how long a customer should wait for a product or service has long been a major concern for service management speci...

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Main Author: Mustaffa Kamal, Muhammad Roshidi
Format: Thesis
Language:English
English
Published: 2018
Subjects:
T Technology (General)
TS Manufactures
Online Access:http://eprints.utem.edu.my/id/eprint/23979/1/Managing%20Queuing%20Problems%20Through%20Online%20Booking%20System.pdf
http://eprints.utem.edu.my/id/eprint/23979/2/Managing%20Queuing%20Problems%20Through%20Online%20Booking%20System.pdf
http://eprints.utem.edu.my/id/eprint/23979/
http://plh.utem.edu.my/cgi-bin/koha/opac-detail.pl?biblionumber=114794
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spelling my.utem.eprints.239792022-03-14T12:32:17Z http://eprints.utem.edu.my/id/eprint/23979/ Managing Queuing Problems Through Online Booking System Mustaffa Kamal, Muhammad Roshidi T Technology (General) TS Manufactures Queuing is one of the important issues to the service industry due to its impact towards the operations capabilities and customer satisfaction of the organization. The determination of how long a customer should wait for a product or service has long been a major concern for service management specialists who bear the trade-off between minimizing operation costs incurred in optimizing the configuration of a queue system, as well as, minimizing the cost of queuing of the customers. As the current economies progressively changing into a service dominated one, it is essential to thoroughly understand the know-how to effectively deal with queuing lines to improve customer satisfaction of service. Fast food restaurants are popular among price-sensitive youths and working adults who value the conducive environment and convenient services. McDonald’s chains of restaurants promote their sales by offering package meals which are perceived to be inexpensive. These promotional meals attract good response, resulting in occasional long queues and inconvenient queuing times. However, customers are willing to queue and pay to get food. Restaurants should avoid losing their customers due to a long wait on the line. It is because people today demand not only for quality food but also for speed. Fast food restaurant players explore on the approaches to optimize the efficiency of restaurant management. One important area that defines how well and efficient a fast food restaurant delivers its product and services to customers is by their implementation of the queue management practices at the restaurant and the level of customers satisfaction. A study is conducted to monitor the distribution of queuing time, queue length, customer arrival and departure patterns at a McDonald’s restaurant located in Tampines, Singapore. Thus, the purpose of this study is to propose an online system that will aid in managing queue during the service and hence, to optimize the queuing time. There were few methods involved in order to achieve the objectives, including conducting observation, interview, time study and develop the online booking system. Through this system, it can help to manage queue and improving the customer satisfaction. 2018 Thesis NonPeerReviewed text en http://eprints.utem.edu.my/id/eprint/23979/1/Managing%20Queuing%20Problems%20Through%20Online%20Booking%20System.pdf text en http://eprints.utem.edu.my/id/eprint/23979/2/Managing%20Queuing%20Problems%20Through%20Online%20Booking%20System.pdf Mustaffa Kamal, Muhammad Roshidi (2018) Managing Queuing Problems Through Online Booking System. Masters thesis, Universiti Teknikal Malaysia Melaka. http://plh.utem.edu.my/cgi-bin/koha/opac-detail.pl?biblionumber=114794
institution Universiti Teknikal Malaysia Melaka
building UTEM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknikal Malaysia Melaka
content_source UTEM Institutional Repository
url_provider http://eprints.utem.edu.my/
language English
English
topic T Technology (General)
TS Manufactures
spellingShingle T Technology (General)
TS Manufactures
Mustaffa Kamal, Muhammad Roshidi
Managing Queuing Problems Through Online Booking System
description Queuing is one of the important issues to the service industry due to its impact towards the operations capabilities and customer satisfaction of the organization. The determination of how long a customer should wait for a product or service has long been a major concern for service management specialists who bear the trade-off between minimizing operation costs incurred in optimizing the configuration of a queue system, as well as, minimizing the cost of queuing of the customers. As the current economies progressively changing into a service dominated one, it is essential to thoroughly understand the know-how to effectively deal with queuing lines to improve customer satisfaction of service. Fast food restaurants are popular among price-sensitive youths and working adults who value the conducive environment and convenient services. McDonald’s chains of restaurants promote their sales by offering package meals which are perceived to be inexpensive. These promotional meals attract good response, resulting in occasional long queues and inconvenient queuing times. However, customers are willing to queue and pay to get food. Restaurants should avoid losing their customers due to a long wait on the line. It is because people today demand not only for quality food but also for speed. Fast food restaurant players explore on the approaches to optimize the efficiency of restaurant management. One important area that defines how well and efficient a fast food restaurant delivers its product and services to customers is by their implementation of the queue management practices at the restaurant and the level of customers satisfaction. A study is conducted to monitor the distribution of queuing time, queue length, customer arrival and departure patterns at a McDonald’s restaurant located in Tampines, Singapore. Thus, the purpose of this study is to propose an online system that will aid in managing queue during the service and hence, to optimize the queuing time. There were few methods involved in order to achieve the objectives, including conducting observation, interview, time study and develop the online booking system. Through this system, it can help to manage queue and improving the customer satisfaction.
format Thesis
author Mustaffa Kamal, Muhammad Roshidi
author_facet Mustaffa Kamal, Muhammad Roshidi
author_sort Mustaffa Kamal, Muhammad Roshidi
title Managing Queuing Problems Through Online Booking System
title_short Managing Queuing Problems Through Online Booking System
title_full Managing Queuing Problems Through Online Booking System
title_fullStr Managing Queuing Problems Through Online Booking System
title_full_unstemmed Managing Queuing Problems Through Online Booking System
title_sort managing queuing problems through online booking system
publishDate 2018
url http://eprints.utem.edu.my/id/eprint/23979/1/Managing%20Queuing%20Problems%20Through%20Online%20Booking%20System.pdf
http://eprints.utem.edu.my/id/eprint/23979/2/Managing%20Queuing%20Problems%20Through%20Online%20Booking%20System.pdf
http://eprints.utem.edu.my/id/eprint/23979/
http://plh.utem.edu.my/cgi-bin/koha/opac-detail.pl?biblionumber=114794
_version_ 1728055197338435584
score 13.211869

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