How waiting lines affect customers’
satisfaction at Subway

AURELKYS ESTEVEZ
N O V E M B E R 7 TH, 2 0 1 1
Customer satisfaction

*Images were retrieved from Google.
Research purpose
-Thesis

statement

 To analyze the waiting lines during weekends at the subway located at

Wal-Mart, in...
Methodology

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

Qualitative

 On site observation
 Takes notes on:

 Elements to make waiting environment more comfortab...
Cost / benefits of design
-

Cost:

 Low
 Hire staff to hand out the questionnaires.
 Hire staff to conduct the intervi...
Study instruments/Data collection
-Quantitative
 5-point Likert scale
 Self-completion questionnaire
 Analysis:
 Code ...
Study instruments/Data collection
-Qualitative
 Interviews
 Analysis:
 Transcribe the interviews and identify common is...
Safeguards
 Information will only be shared with Subway executives.

 Confidentiality of respondents.

 Questionnaires ...
Limitations

 Participants
 Nature of the visit to the location
 Response rate
 Questions / Comments?
 Thank you
Upcoming SlideShare
Loading in …5
×

Customer service - Waiting lines.

553 views

Published on

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

Published in: Education, Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
553
On SlideShare
0
From Embeds
0
Number of Embeds
10
Actions
Shares
0
Downloads
13
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Customer service - Waiting lines.

  1. 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. 2. Customer satisfaction *Images were retrieved from Google.
  3. 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. 4. Methodology - Research Design  Mixed method  Quantitative  Surveys: questionnaires  Actual wait time will be measured
  5. 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. 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. 7. Study instruments/Data collection -Quantitative  5-point Likert scale  Self-completion questionnaire  Analysis:  Code data
  8. 8. Study instruments/Data collection -Qualitative  Interviews  Analysis:  Transcribe the interviews and identify common issues described by customers.
  9. 9. Safeguards  Information will only be shared with Subway executives.  Confidentiality of respondents.  Questionnaires will not ask for personal information.
  10. 10. Limitations  Participants  Nature of the visit to the location  Response rate
  11. 11.  Questions / Comments?  Thank you

×