This was a presentation for my Graduate Research class, the topic was ''waiting lines''.

1. How waiting lines affect customers’
satisfaction at Subway
AURELKYS ESTEVEZ
N O V E M B E R 7 TH, 2 0 1 1

2. Customer satisfaction
*Images were retrieved from Google.

3. Research purpose
-Thesis
statement
 To analyze the waiting lines during weekends at the subway located at
Wal-Mart, in order to find a more efficient way to serve the customer so
they can save time and therefore accomplish customer satisfaction.
-Researcher stance
 Identify the main characteristics of the waiting lines at subway.
 Identify things to improve in order to achieve customer satisfaction.

4. Methodology
- Research Design
 Mixed method
 Quantitative
 Surveys: questionnaires
 Actual wait time will be measured

5. Methodology
-
Qualitative
 On site observation
 Takes notes on:
 Elements to make waiting environment more comfortable.
 Weakness of waiting in line and the ordering – buying process.
 Customers’ interaction during the service delivery process.

6. Cost / benefits of design
-
Cost:
 Low
 Hire staff to hand out the questionnaires.
 Hire staff to conduct the interviews.
-Benefits:
 The results can be used to implement a solution right away.
 Location:
-Subway

7. Study instruments/Data collection
-Quantitative
 5-point Likert scale
 Self-completion questionnaire
 Analysis:
 Code data

8. Study instruments/Data collection
-Qualitative
 Interviews
 Analysis:
 Transcribe the interviews and identify common issues described by
customers.

9. Safeguards
 Information will only be shared with Subway executives.
 Confidentiality of respondents.
 Questionnaires will not ask for personal information.

10. Limitations
 Participants
 Nature of the visit to the location
 Response rate

11.  Questions / Comments?
 Thank you