The document analyzes waiting times at four fast food restaurants over lunch hours. Customers spent an average of 5.4 minutes waiting, consisting of 2.42 minutes queuing and 2.98 minutes of service. This total wait time was slightly below customers' expected wait time of 5.42 minutes. A survey found speed, price and cleanliness were most important factors for customers. While average queuing times met expectations, some restaurants had longer service times or more customers waiting longer than expected, indicating potential for improved satisfaction.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
We looked at the data. Here’s a breakdown of some key statistics about the nation’s incoming presidents’ addresses, how long they spoke, how well, and more.
My books- Hacking Digital Learning Strategies http://hackingdls.com & Learning to Go https://gum.co/learn2go
Resources at http://shellyterrell.com/emoji
Artificial intelligence (AI) is everywhere, promising self-driving cars, medical breakthroughs, and new ways of working. But how do you separate hype from reality? How can your company apply AI to solve real business problems?
Here’s what AI learnings your business should keep in mind for 2017.
Study: The Future of VR, AR and Self-Driving CarsLinkedIn
We asked LinkedIn members worldwide about their levels of interest in the latest wave of technology: whether they’re using wearables, and whether they intend to buy self-driving cars and VR headsets as they become available. We asked them too about their attitudes to technology and to the growing role of Artificial Intelligence (AI) in the devices that they use. The answers were fascinating – and in many cases, surprising.
This SlideShare explores the full results of this study, including detailed market-by-market breakdowns of intention levels for each technology – and how attitudes change with age, location and seniority level. If you’re marketing a tech brand – or planning to use VR and wearables to reach a professional audience – then these are insights you won’t want to miss.
Cross Cultural Should Be Considered In Fast Food Restaurant OperationAfifah Nabilah
This is a research paper for course LE 4000 (English for Academic Writing). Te main purpose of this paper is to show the ability of the students to write an academic research paper where the topics are chosen randomly by the students.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
We looked at the data. Here’s a breakdown of some key statistics about the nation’s incoming presidents’ addresses, how long they spoke, how well, and more.
My books- Hacking Digital Learning Strategies http://hackingdls.com & Learning to Go https://gum.co/learn2go
Resources at http://shellyterrell.com/emoji
Artificial intelligence (AI) is everywhere, promising self-driving cars, medical breakthroughs, and new ways of working. But how do you separate hype from reality? How can your company apply AI to solve real business problems?
Here’s what AI learnings your business should keep in mind for 2017.
Study: The Future of VR, AR and Self-Driving CarsLinkedIn
We asked LinkedIn members worldwide about their levels of interest in the latest wave of technology: whether they’re using wearables, and whether they intend to buy self-driving cars and VR headsets as they become available. We asked them too about their attitudes to technology and to the growing role of Artificial Intelligence (AI) in the devices that they use. The answers were fascinating – and in many cases, surprising.
This SlideShare explores the full results of this study, including detailed market-by-market breakdowns of intention levels for each technology – and how attitudes change with age, location and seniority level. If you’re marketing a tech brand – or planning to use VR and wearables to reach a professional audience – then these are insights you won’t want to miss.
Cross Cultural Should Be Considered In Fast Food Restaurant OperationAfifah Nabilah
This is a research paper for course LE 4000 (English for Academic Writing). Te main purpose of this paper is to show the ability of the students to write an academic research paper where the topics are chosen randomly by the students.
Customer Satisfaction and Revisit Intention towards Fast Food Restaurants in ...Dr. Amarjeet Singh
This study aimed at examining factors that effect of food taste, food quality, service quality, perceived price, responsiveness, restaurant environment on customer satisfaction and revisit intention. Data were collected through a structured questionnaire survey of fast food restaurant customers in a selected metropolitan area from Colombo district and students from University of Sri Jayewardenepura. The data were analyzed using SPSS 21.0 and R Studio 3.5.1 software. The study has found that food quality and perceived price are the important antecedents of restaurant customer satisfaction. Further, the results clearly showed a significant role of customer satisfaction on revisit intention and crucial impact of perceived price on customer satisfaction. In addition, revisit intention towards the fast food restaurant is directly influenced by food tastes. This study collected data from two selected groups; students from University of Sri Jayewardenepura and one metropolitan area, and data has analyzed further based on demographic characteristics further to confirm the results. Therefore, this study provides valuable insight to restaurant managers on attracting, retaining and satisfying their customers.
Comparative analysis on mac d and dominosAnuj Chauhan
comparative analysis between Domino's and Mac-D according to their taste, and preferences & different variants those effects the teenagers and today's generation.
Factors Affecting Consumers’ Preferences on Fast Food Items in BangladeshDr. Nazrul Islam
Fast food industry is a high growing sector of Bangladesh. It is concerned with the tastes and habits of the people. The food-taking habit especially in fast food segment has been changing very fast over last decade among the people of Dhaka - the capital city of Bangladesh. The reasons could be attributed by the increase of awareness, growth of education, development of information technology, and expansion of television channels and print media in Bangladesh. Hence, this paper aims at identifying the preference factors of fast food consumers living in Dhaka city. This study was conducted among the university students who usually eat fast food at their leisure time. To conduct the study, a total of 250 respondents were interviewed with a structured questionnaire. Both descriptive and inferential statistics were used in analyzing the data. Multivariate analysis technique like factor analysis was performed to identify the preference factors of the fast food student-consumers of Bangladesh. Multiple regressions were run to identify the relationship between the factors identified and the overall preference of the consumers. Results show that the consumers give most importance on brand reputation of the food item followed by nearness to receive and accessibility, similarity of taste with previous experience, cost and quality of the food, discount and taste, cleanliness and hygiene, salesmanship and decoration, fat and cholesterol level, and self-service factors. This study suggests that the brand reputation, nearness and accessibility, similarity in taste, and cost and quality relationship should be emphasized to improve the attraction of the university students towards the fast food items in Bangladesh.
A detailed study how the services of food and beverages carries on of 3 Star & 4 Star hotels of kolkata. It is submitted and scrutinized by DR.NANDA BARUA.
(Surname) 1
Surname 3
Name:
Tutor:
Course:
Date:
The social aspects of fast food restaurant
General purpose: To enlighten
Specific purpose: To enlighten the audience the effects of foods from fast food
restaurants
Central idea: fast food restaurants have influenced the people eating habits
and they have been influenced into eating the fast foods including
the schools leading to obesity and other diseases.
I. Introduction
1. Attention material
a) The fast food restaurants are depicted as fast and quick services that are very convenient for many people. They prefer them because of their fast service and spacious enough (Michael 81).
b) The fast food restaurants create impressive foods that attract many people. However, they are careless to environment and society because they litter and dominate people into having the junky foods (Davies, Terry and David Konisky 49).
2. Orienting material
a) The fast food restaurants ought to provide healthy foods (Jonathan 91)
Body
II. Social aspect on fast food restaurants
a) Fast food restaurants use some tricks such as having pictures on the walls, the aroma from inside, giving good offers, have fast services and offer in large food portions. This attracts more customers into having the non-nutritional foods they offer (Jonathan 85).
b) Characteristics of fast food restaurants such as the fast service, varied prices, proximity, conviviality and liberty depict the quality of the restaurants.
c) The environment enhances the sharing of foods between men and women and their eating habits (Christine 54).
III. Impacts of fast food restaurants
a) From the people poor eating habits they are likely to be vulnerable to contracting of diseases such as obesity, diabetes and heart related diseases (Kurhi 51)
b) The fast food restaurants are also a nuisance to environment through littering and deforestation that results from the papers they get from paper industries (Jonathan 11).
c) Effects of fast foods to society especially to the workers their pays are too less to obtain some necessities in life such as furthering education, cannot afford insurance and life covers and few developments (Christine 79).
IV. Importance of fast food restaurants
a) The fast food restaurants offer a variety of benefits to the society as they are a source of employment and it is not a necessity to have higher education. They are clean, spacious and do not smoke to the customers giving them easier time (Kurhi 64).
b) Fast food restaurants help in reducing time that people spend in the kitchen. It thus helps in saving time for doing other things (Christine 22).
c) Fast food diets help in improving the nutrition value of citizens by offering a wide range of diets. People have a chance to choose on the food they want to eat (Libricz 132).
V. Conclusion
a) Summary
1. The fast food restaurants offer fast and quick services that are very convenient for many people. This ma ...
Subway 7TABLE OF CONTENTSI. EXECUTIVE SUMMARY .docxjames891
Subway 7
TABLE OF CONTENTS
I. EXECUTIVE SUMMARY
II. SITUATION ANALYSIS
A. COMPANY BACKGROUND
B. INDUSTRY OUTLOOK
C. COMPETITIVE ANALYSIS
III. SALES PLAN
A. TEAM MANAGEMENT
1. TEAM STRUCTURE & ORGANIZATIONAL CHART
2. TERRITORY DESIGN, ROLES AND RESPONSIBILITIES
3. CLIENT / ACCOUNT MANAGEMENT
4. COMPENSATION PLAN
5. TRAINING & MOTIVATION
B. SALES FORECAST
1. OVERALL MARKET POTENTIAL & ASSESSMENT
2. GOALS BY PRODUCT LINE
3. GOALS BY TERRITORY, SALESPERSON & ACCOUNT
IV. EVALUATION PLAN
A. PERFORMANCE METRICS
B. EVALUATION STANDARDS / PROCEDURES
C. RECOMMENDATIONS / NEXT STEPS
EXECUTIVE SUMMARY
One of the biggest problems facing people on a college campus is the lack of access to healthy, affordable food. Most fast food chains only offer unhealthy, greasy food that is simply not good for a person’s body. Subway restaurants have created a name for themselves by offering the health-conscious consumer a healthy alternative to fast food at an affordable price and in a short amount of time. People on a college campus, such as students and professors, are busy people with hectic schedules. They shouldn’t have to sacrifice a health for convenience. This is where Subway can implement this new brand extension of Subway Delivery on college campuses to infiltrate this need in the market. With Subway Delivery, students and professors who spend hours on campus can get a healthy and affordable meal delivered right to them. They will no longer have to choose between a meal that is good for them and a meal that is cheap and easy for them to get on the run. Subway Delivery offers them the best of both worlds.
This brand extension will begin in twelve colleges and universities with the New England area. As Connecticut is the home of the first Subway restaurant, this brand extension stays close to the roots of the company. One of Subway’s foundations of running their business is finding high traffic locations. College campuses are a perfect way to ensure business. College-aged people are known for wanting things quickly, as they are the generation of technology. Subway Delivery is the perfect way to help college students stay healthy on campus and have an easily accessible source of food.
SITUATION ANALYSIS
COMPANY BACKGROUND
In 1965, Fred DeLuca was determined on becoming a medical doctor. However, medical school is expensive and DeLuca needed money in order to complete his dreams. A family friend, Peter Buck, suggested the idea of opening a submarine sandwich shop. With a $1,000 loan from Buck, the duo opened “Pete’s Subway” and would later change the landscape of the fast food industry. In 1966 DeLuca and Buck incorporated a company called “Doctor’s Associates” which privately holds Subway to this day.
The first shop .
Customer Satisfaction and Revisit Intention towards Fast Food Restaurants in ...Dr. Amarjeet Singh
This study aimed at examining factors that effect of food taste, food quality, service quality, perceived price, responsiveness, restaurant environment on customer satisfaction and revisit intention. Data were collected through a structured questionnaire survey of fast food restaurant customers in a selected metropolitan area from Colombo district and students from University of Sri Jayewardenepura. The data were analyzed using SPSS 21.0 and R Studio 3.5.1 software. The study has found that food quality and perceived price are the important antecedents of restaurant customer satisfaction. Further, the results clearly showed a significant role of customer satisfaction on revisit intention and crucial impact of perceived price on customer satisfaction. In addition, revisit intention towards the fast food restaurant is directly influenced by food tastes. This study collected data from two selected groups; students from University of Sri Jayewardenepura and one metropolitan area, and data has analyzed further based on demographic characteristics further to confirm the results. Therefore, this study provides valuable insight to restaurant managers on attracting, retaining and satisfying their customers.
Comparative analysis on mac d and dominosAnuj Chauhan
comparative analysis between Domino's and Mac-D according to their taste, and preferences & different variants those effects the teenagers and today's generation.
Factors Affecting Consumers’ Preferences on Fast Food Items in BangladeshDr. Nazrul Islam
Fast food industry is a high growing sector of Bangladesh. It is concerned with the tastes and habits of the people. The food-taking habit especially in fast food segment has been changing very fast over last decade among the people of Dhaka - the capital city of Bangladesh. The reasons could be attributed by the increase of awareness, growth of education, development of information technology, and expansion of television channels and print media in Bangladesh. Hence, this paper aims at identifying the preference factors of fast food consumers living in Dhaka city. This study was conducted among the university students who usually eat fast food at their leisure time. To conduct the study, a total of 250 respondents were interviewed with a structured questionnaire. Both descriptive and inferential statistics were used in analyzing the data. Multivariate analysis technique like factor analysis was performed to identify the preference factors of the fast food student-consumers of Bangladesh. Multiple regressions were run to identify the relationship between the factors identified and the overall preference of the consumers. Results show that the consumers give most importance on brand reputation of the food item followed by nearness to receive and accessibility, similarity of taste with previous experience, cost and quality of the food, discount and taste, cleanliness and hygiene, salesmanship and decoration, fat and cholesterol level, and self-service factors. This study suggests that the brand reputation, nearness and accessibility, similarity in taste, and cost and quality relationship should be emphasized to improve the attraction of the university students towards the fast food items in Bangladesh.
A detailed study how the services of food and beverages carries on of 3 Star & 4 Star hotels of kolkata. It is submitted and scrutinized by DR.NANDA BARUA.
(Surname) 1
Surname 3
Name:
Tutor:
Course:
Date:
The social aspects of fast food restaurant
General purpose: To enlighten
Specific purpose: To enlighten the audience the effects of foods from fast food
restaurants
Central idea: fast food restaurants have influenced the people eating habits
and they have been influenced into eating the fast foods including
the schools leading to obesity and other diseases.
I. Introduction
1. Attention material
a) The fast food restaurants are depicted as fast and quick services that are very convenient for many people. They prefer them because of their fast service and spacious enough (Michael 81).
b) The fast food restaurants create impressive foods that attract many people. However, they are careless to environment and society because they litter and dominate people into having the junky foods (Davies, Terry and David Konisky 49).
2. Orienting material
a) The fast food restaurants ought to provide healthy foods (Jonathan 91)
Body
II. Social aspect on fast food restaurants
a) Fast food restaurants use some tricks such as having pictures on the walls, the aroma from inside, giving good offers, have fast services and offer in large food portions. This attracts more customers into having the non-nutritional foods they offer (Jonathan 85).
b) Characteristics of fast food restaurants such as the fast service, varied prices, proximity, conviviality and liberty depict the quality of the restaurants.
c) The environment enhances the sharing of foods between men and women and their eating habits (Christine 54).
III. Impacts of fast food restaurants
a) From the people poor eating habits they are likely to be vulnerable to contracting of diseases such as obesity, diabetes and heart related diseases (Kurhi 51)
b) The fast food restaurants are also a nuisance to environment through littering and deforestation that results from the papers they get from paper industries (Jonathan 11).
c) Effects of fast foods to society especially to the workers their pays are too less to obtain some necessities in life such as furthering education, cannot afford insurance and life covers and few developments (Christine 79).
IV. Importance of fast food restaurants
a) The fast food restaurants offer a variety of benefits to the society as they are a source of employment and it is not a necessity to have higher education. They are clean, spacious and do not smoke to the customers giving them easier time (Kurhi 64).
b) Fast food restaurants help in reducing time that people spend in the kitchen. It thus helps in saving time for doing other things (Christine 22).
c) Fast food diets help in improving the nutrition value of citizens by offering a wide range of diets. People have a chance to choose on the food they want to eat (Libricz 132).
V. Conclusion
a) Summary
1. The fast food restaurants offer fast and quick services that are very convenient for many people. This ma ...
Subway 7TABLE OF CONTENTSI. EXECUTIVE SUMMARY .docxjames891
Subway 7
TABLE OF CONTENTS
I. EXECUTIVE SUMMARY
II. SITUATION ANALYSIS
A. COMPANY BACKGROUND
B. INDUSTRY OUTLOOK
C. COMPETITIVE ANALYSIS
III. SALES PLAN
A. TEAM MANAGEMENT
1. TEAM STRUCTURE & ORGANIZATIONAL CHART
2. TERRITORY DESIGN, ROLES AND RESPONSIBILITIES
3. CLIENT / ACCOUNT MANAGEMENT
4. COMPENSATION PLAN
5. TRAINING & MOTIVATION
B. SALES FORECAST
1. OVERALL MARKET POTENTIAL & ASSESSMENT
2. GOALS BY PRODUCT LINE
3. GOALS BY TERRITORY, SALESPERSON & ACCOUNT
IV. EVALUATION PLAN
A. PERFORMANCE METRICS
B. EVALUATION STANDARDS / PROCEDURES
C. RECOMMENDATIONS / NEXT STEPS
EXECUTIVE SUMMARY
One of the biggest problems facing people on a college campus is the lack of access to healthy, affordable food. Most fast food chains only offer unhealthy, greasy food that is simply not good for a person’s body. Subway restaurants have created a name for themselves by offering the health-conscious consumer a healthy alternative to fast food at an affordable price and in a short amount of time. People on a college campus, such as students and professors, are busy people with hectic schedules. They shouldn’t have to sacrifice a health for convenience. This is where Subway can implement this new brand extension of Subway Delivery on college campuses to infiltrate this need in the market. With Subway Delivery, students and professors who spend hours on campus can get a healthy and affordable meal delivered right to them. They will no longer have to choose between a meal that is good for them and a meal that is cheap and easy for them to get on the run. Subway Delivery offers them the best of both worlds.
This brand extension will begin in twelve colleges and universities with the New England area. As Connecticut is the home of the first Subway restaurant, this brand extension stays close to the roots of the company. One of Subway’s foundations of running their business is finding high traffic locations. College campuses are a perfect way to ensure business. College-aged people are known for wanting things quickly, as they are the generation of technology. Subway Delivery is the perfect way to help college students stay healthy on campus and have an easily accessible source of food.
SITUATION ANALYSIS
COMPANY BACKGROUND
In 1965, Fred DeLuca was determined on becoming a medical doctor. However, medical school is expensive and DeLuca needed money in order to complete his dreams. A family friend, Peter Buck, suggested the idea of opening a submarine sandwich shop. With a $1,000 loan from Buck, the duo opened “Pete’s Subway” and would later change the landscape of the fast food industry. In 1966 DeLuca and Buck incorporated a company called “Doctor’s Associates” which privately holds Subway to this day.
The first shop .
Meet Crazyjamjam - A TikTok Sensation | Blog EternalBlog Eternal
Crazyjamjam, the TikTok star everyone's talking about! Uncover her secrets to success, viral trends, and more in this exclusive feature on Blog Eternal.
Source: https://blogeternal.com/celebrity/crazyjamjam-leaks/
Tom Selleck Net Worth: A Comprehensive Analysisgreendigital
Over several decades, Tom Selleck, a name synonymous with charisma. From his iconic role as Thomas Magnum in the television series "Magnum, P.I." to his enduring presence in "Blue Bloods," Selleck has captivated audiences with his versatility and charm. As a result, "Tom Selleck net worth" has become a topic of great interest among fans. and financial enthusiasts alike. This article delves deep into Tom Selleck's wealth, exploring his career, assets, endorsements. and business ventures that contribute to his impressive economic standing.
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Early Life and Career Beginnings
The Foundation of Tom Selleck's Wealth
Born on January 29, 1945, in Detroit, Michigan, Tom Selleck grew up in Sherman Oaks, California. His journey towards building a large net worth began with humble origins. , Selleck pursued a business administration degree at the University of Southern California (USC) on a basketball scholarship. But, his interest shifted towards acting. leading him to study at the Hills Playhouse under Milton Katselas.
Minor roles in television and films marked Selleck's early career. He appeared in commercials and took on small parts in T.V. series such as "The Dating Game" and "Lancer." These initial steps, although modest. laid the groundwork for his future success and the growth of Tom Selleck net worth. Breakthrough with "Magnum, P.I."
The Role that Defined Tom Selleck's Career
Tom Selleck's breakthrough came with the role of Thomas Magnum in the CBS television series "Magnum, P.I." (1980-1988). This role made him a household name and boosted his net worth. The series' popularity resulted in Selleck earning large salaries. leading to financial stability and increased recognition in Hollywood.
"Magnum P.I." garnered high ratings and critical acclaim during its run. Selleck's portrayal of the charming and resourceful private investigator resonated with audiences. making him one of the most beloved television actors of the 1980s. The success of "Magnum P.I." played a pivotal role in shaping Tom Selleck net worth, establishing him as a major star.
Film Career and Diversification
Expanding Tom Selleck's Financial Portfolio
While "Magnum, P.I." was a cornerstone of Selleck's career, he did not limit himself to television. He ventured into films, further enhancing Tom Selleck net worth. His filmography includes notable movies such as "Three Men and a Baby" (1987). which became the highest-grossing film of the year, and its sequel, "Three Men and a Little Lady" (1990). These box office successes contributed to his wealth.
Selleck's versatility allowed him to transition between genres. from comedies like "Mr. Baseball" (1992) to westerns such as "Quigley Down Under" (1990). This diversification showcased his acting range. and provided many income streams, reinforcing Tom Selleck net worth.
Television Resurgence with "Blue Bloods"
Sustaining Wealth through Consistent Success
In 2010, Tom Selleck began starring as Frank Reagan i
Maximizing Your Streaming Experience with XCIPTV- Tips for 2024.pdfXtreame HDTV
In today’s digital age, streaming services have become an integral part of our entertainment lives. Among the myriad of options available, XCIPTV stands out as a premier choice for those seeking seamless, high-quality streaming. This comprehensive guide will delve into the features, benefits, and user experience of XCIPTV, illustrating why it is a top contender in the IPTV industry.
From Slave to Scourge: The Existential Choice of Django Unchained. The Philos...Rodney Thomas Jr
#SSAPhilosophy #DjangoUnchained #DjangoFreeman #ExistentialPhilosophy #Freedom #Identity #Justice #Courage #Rebellion #Transformation
Welcome to SSA Philosophy, your ultimate destination for diving deep into the profound philosophies of iconic characters from video games, movies, and TV shows. In this episode, we explore the powerful journey and existential philosophy of Django Freeman from Quentin Tarantino’s masterful film, "Django Unchained," in our video titled, "From Slave to Scourge: The Existential Choice of Django Unchained. The Philosophy of Django Freeman!"
From Slave to Scourge: The Existential Choice of Django Unchained – The Philosophy of Django Freeman!
Join me as we delve into the existential philosophy of Django Freeman, uncovering the profound lessons and timeless wisdom his character offers. Through his story, we find inspiration in the power of choice, the quest for justice, and the courage to defy oppression. Django Freeman’s philosophy is a testament to the human spirit’s unyielding drive for freedom and justice.
Don’t forget to like, comment, and subscribe to SSA Philosophy for more in-depth explorations of the philosophies behind your favorite characters. Hit the notification bell to stay updated on our latest videos. Let’s discover the principles that shape these icons and the profound lessons they offer.
Django Freeman’s story is one of the most compelling narratives of transformation and empowerment in cinema. A former slave turned relentless bounty hunter, Django’s journey is not just a physical liberation but an existential quest for identity, justice, and retribution. This video delves into the core philosophical elements that define Django’s character and the profound choices he makes throughout his journey.
Link to video: https://youtu.be/GszqrXk38qk
Are the X-Men Marvel or DC An In-Depth Exploration.pdfXtreame HDTV
The world of comic books is vast and filled with iconic characters, gripping storylines, and legendary rivalries. Among the most famous groups of superheroes are the X-Men. Created in the early 1960s, the X-Men have become a cultural phenomenon, featuring in comics, animated series, and blockbuster movies. A common question among newcomers to the comic book world is: Are the X-Men Marvel or DC? This article delves into the history, creators, and significant moments of the X-Men to provide a comprehensive answer.
As a film director, I have always been awestruck by the magic of animation. Animation, a medium once considered solely for the amusement of children, has undergone a significant transformation over the years. Its evolution from a rudimentary form of entertainment to a sophisticated form of storytelling has stirred my creativity and expanded my vision, offering limitless possibilities in the realm of cinematic storytelling.
In the vast landscape of cinema, stories have been told, retold, and reimagined in countless ways. At the heart of this narrative evolution lies the concept of a "remake". A successful remake allows us to revisit cherished tales through a fresh lens, often reflecting a different era's perspective or harnessing the power of advanced technology. Yet, the question remains, what makes a remake successful? Today, we will delve deeper into this subject, identifying the key ingredients that contribute to the success of a remake.
Skeem Saam in June 2024 available on ForumIsaac More
Monday, June 3, 2024 - Episode 241: Sergeant Rathebe nabs a top scammer in Turfloop. Meikie is furious at her uncle's reaction to the truth about Ntswaki.
Tuesday, June 4, 2024 - Episode 242: Babeile uncovers the truth behind Rathebe’s latest actions. Leeto's announcement shocks his employees, and Ntswaki’s ordeal haunts her family.
Wednesday, June 5, 2024 - Episode 243: Rathebe blocks Babeile from investigating further. Melita warns Eunice to stay clear of Mr. Kgomo.
Thursday, June 6, 2024 - Episode 244: Tbose surrenders to the police while an intruder meddles in his affairs. Rathebe's secret mission faces a setback.
Friday, June 7, 2024 - Episode 245: Rathebe’s antics reach Kganyago. Tbose dodges a bullet, but a nightmare looms. Mr. Kgomo accuses Melita of witchcraft.
Monday, June 10, 2024 - Episode 246: Ntswaki struggles on her first day back at school. Babeile is stunned by Rathebe’s romance with Bullet Mabuza.
Tuesday, June 11, 2024 - Episode 247: An unexpected turn halts Rathebe’s investigation. The press discovers Mr. Kgomo’s affair with a young employee.
Wednesday, June 12, 2024 - Episode 248: Rathebe chases a criminal, resorting to gunfire. Turf High is rife with tension and transfer threats.
Thursday, June 13, 2024 - Episode 249: Rathebe traps Kganyago. John warns Toby to stop harassing Ntswaki.
Friday, June 14, 2024 - Episode 250: Babeile is cleared to investigate Rathebe. Melita gains Mr. Kgomo’s trust, and Jacobeth devises a financial solution.
Monday, June 17, 2024 - Episode 251: Rathebe feels the pressure as Babeile closes in. Mr. Kgomo and Eunice clash. Jacobeth risks her safety in pursuit of Kganyago.
Tuesday, June 18, 2024 - Episode 252: Bullet Mabuza retaliates against Jacobeth. Pitsi inadvertently reveals his parents’ plans. Nkosi is shocked by Khwezi’s decision on LJ’s future.
Wednesday, June 19, 2024 - Episode 253: Jacobeth is ensnared in deceit. Evelyn is stressed over Toby’s case, and Letetswe reveals shocking academic results.
Thursday, June 20, 2024 - Episode 254: Elizabeth learns Jacobeth is in Mpumalanga. Kganyago's past is exposed, and Lehasa discovers his son is in KZN.
Friday, June 21, 2024 - Episode 255: Elizabeth confirms Jacobeth’s dubious activities in Mpumalanga. Rathebe lies about her relationship with Bullet, and Jacobeth faces theft accusations.
Monday, June 24, 2024 - Episode 256: Rathebe spies on Kganyago. Lehasa plans to retrieve his son from KZN, fearing what awaits.
Tuesday, June 25, 2024 - Episode 257: MaNtuli fears for Kwaito’s safety in Mpumalanga. Mr. Kgomo and Melita reconcile.
Wednesday, June 26, 2024 - Episode 258: Kganyago makes a bold escape. Elizabeth receives a shocking message from Kwaito. Mrs. Khoza defends her husband against scam accusations.
Thursday, June 27, 2024 - Episode 259: Babeile's skillful arrest changes the game. Tbose and Kwaito face a hostage crisis.
Friday, June 28, 2024 - Episode 260: Two women face the reality of being scammed. Turf is rocked by breaking
Scandal! Teasers June 2024 on etv Forum.co.zaIsaac More
Monday, 3 June 2024
Episode 47
A friend is compelled to expose a manipulative scheme to prevent another from making a grave mistake. In a frantic bid to save Jojo, Phakamile agrees to a meeting that unbeknownst to her, will seal her fate.
Tuesday, 4 June 2024
Episode 48
A mother, with her son's best interests at heart, finds him unready to heed her advice. Motshabi finds herself in an unmanageable situation, sinking fast like in quicksand.
Wednesday, 5 June 2024
Episode 49
A woman fabricates a diabolical lie to cover up an indiscretion. Overwhelmed by guilt, she makes a spontaneous confession that could be devastating to another heart.
Thursday, 6 June 2024
Episode 50
Linda unwittingly discloses damning information. Nhlamulo and Vuvu try to guide their friend towards the right decision.
Friday, 7 June 2024
Episode 51
Jojo's life continues to spiral out of control. Dintle weaves a web of lies to conceal that she is not as successful as everyone believes.
Monday, 10 June 2024
Episode 52
A heated confrontation between lovers leads to a devastating admission of guilt. Dintle's desperation takes a new turn, leaving her with dwindling options.
Tuesday, 11 June 2024
Episode 53
Unable to resort to violence, Taps issues a verbal threat, leaving Mdala unsettled. A sister must explain her life choices to regain her brother's trust.
Wednesday, 12 June 2024
Episode 54
Winnie makes a very troubling discovery. Taps follows through on his threat, leaving a woman reeling. Layla, oblivious to the truth, offers an incentive.
Thursday, 13 June 2024
Episode 55
A nosy relative arrives just in time to thwart a man's fatal decision. Dintle manipulates Khanyi to tug at Mo's heartstrings and get what she wants.
Friday, 14 June 2024
Episode 56
Tlhogi is shocked by Mdala's reaction following the revelation of their indiscretion. Jojo is in disbelief when the punishment for his crime is revealed.
Monday, 17 June 2024
Episode 57
A woman reprimands another to stay in her lane, leading to a damning revelation. A man decides to leave his broken life behind.
Tuesday, 18 June 2024
Episode 58
Nhlamulo learns that due to his actions, his worst fears have come true. Caiphus' extravagant promises to suppliers get him into trouble with Ndu.
Wednesday, 19 June 2024
Episode 59
A woman manages to kill two birds with one stone. Business doom looms over Chillax. A sobering incident makes a woman realize how far she's fallen.
Thursday, 20 June 2024
Episode 60
Taps' offer to help Nhlamulo comes with hidden motives. Caiphus' new ideas for Chillax have MaHilda excited. A blast from the past recognizes Dintle, not for her newfound fame.
Friday, 21 June 2024
Episode 61
Taps is hungry for revenge and finds a rope to hang Mdala with. Chillax's new job opportunity elicits mixed reactions from the public. Roommates' initial meeting starts off on the wrong foot.
Monday, 24 June 2024
Episode 62
Taps seizes new information and recruits someone on the inside. Mary's new job
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Panchayat Season 3 - Official Trailer.pdfSuleman Rana
The dearest series "Panchayat" is set to make a victorious return with its third season, and the fervor is discernible. The authority trailer, delivered on May 28, guarantees one more enamoring venture through the country heartland of India.
Jitendra Kumar keeps on sparkling as Abhishek Tripathi, the city-reared engineer who ends up functioning as the secretary of the Panchayat office in the curious town of Phulera. His nuanced depiction of a young fellow exploring the difficulties of country life while endeavoring to adjust to his new environmental factors has earned far and wide recognition.
Neena Gupta and Raghubir Yadav return as Manju Devi and Brij Bhushan Dubey, separately. Their dynamic science and immaculate acting rejuvenate the hardships of town administration. Gupta's depiction of the town Pradhan with an ever-evolving outlook, matched with Yadav's carefully prepared exhibition, adds profundity and credibility to the story.
New Difficulties and Experiences
The trailer indicates new difficulties anticipating the characters, as Abhishek keeps on wrestling with his part in the town and his yearnings for a superior future. The series has reliably offset humor with social editorial, and Season 3 looks ready to dig much more profound into the intricacies of rustic organization and self-awareness.
Watchers can hope to see a greater amount of the enchanting and particular residents who have become fan top picks. Their connections and the one of a kind cut of-life situations give a reviving and interesting portrayal of provincial India, featuring the two its appeal and its difficulties.
A Mix of Humor and Heart
One of the signs of "Panchayat" is its capacity to mix humor with sincere narrating. The trailer features minutes that guarantee to convey giggles, as well as scenes that pull at the heartstrings. This equilibrium has been a critical calculate the show's prosperity, resounding with crowds across different socioeconomics.
Creation Greatness
The creation quality remaining parts first rate, with the beautiful setting of Phulera town filling in as a scenery that upgrades the narrating. The meticulousness in portraying provincial life, joined with sharp composition and solid exhibitions, guarantees that "Panchayat" keeps on hanging out in the packed web series scene.
Expectation and Delivery
As the delivery date draws near, expectation for "Panchayat" Season 3 is at a record-breaking high. The authority trailer has previously created critical buzz, with fans enthusiastically anticipating the continuation of Abhishek Tripathi's excursion and the new undertakings that lie ahead in Phulera.
All in all, the authority trailer for "Panchayat" Season 3 recommends that watchers are in for another drawing in and engaging ride. Yet again with its charming characters, convincing story, and ideal mix of humor and show, the new season is set to enamor crowds. Write in your schedules and prepare to get back to the endearing universe of "Panchayat."
From the Editor's Desk: 115th Father's day Celebration - When we see Father's day in Hindu context, Nanda Baba is the most vivid figure which comes to the mind. Nanda Baba who was the foster father of Lord Krishna is known to provide love, care and affection to Lord Krishna and Balarama along with his wife Yashoda; Letter’s to the Editor: Mother's Day - Mother is a precious life for their children. Mother is life breath for her children. Mother's lap is the world happiness whose debt can never be paid.
Analysis of expected and actual waiting time in fast food restaurants
1. Industrial Engineering Letters www.iiste.org
ISSN 2224-6096 (print) ISSN 2225-0581 (online)
Vol 2, No.5, 2012
Analysis of Expected and Actual Waiting Time in Fast Food
Restaurants
Mathias Dharmawirya1* Hera Oktadiana2 Erwin Adi3
1. School of Information Systems, Binus International – Binus University, Jl. Hang Lekir I No. 6, Senayan,
Jakarta 10270, Indonesia
2. School of Hospitality and Tourism Management, Binus International – Binus University, Jl. Hang Lekir I
No. 6, Senayan, Jakarta 10270, Indonesia
3. School of Computer Science, Binus International – Binus University, Jl. Hang Lekir I No. 6, Senayan,
Jakarta 10270, Indonesia
* E-mail of the corresponding author: mdharmawirya@binus.edu
Abstract
People are willing to queue and pay to get food. Knowing peoples’ opinions on queuing is of interest to restaurant
stakeholders since it and related actions have a direct effect on revenue. While most previous studies focused on
dine-in restaurants, we observed queuing for fast food restaurants. Specifically, we observed the actual waiting time
of customers for a number of fast food restaurants, and compared the metrics with waiting times that customers
expected. During lunch time peak hours, customers spent on average 5.4 minutes waiting before they could get their
orders. The 5.4 minutes consisted of 2.42 minutes of queuing time and 2.98 minutes of service time. This total
waiting time is only slightly below the actual expected waiting time of 5.42 minutes. How the fast food restaurants
try to manage the perceived waiting time of customers was also discussed.
Keywords: Restaurant, queuing time, queue management, waiting time, customer satisfaction
1. Introduction
In all cases in regards to a for-profit organization, profit growth is the objective of its activities. Restaurants that fall
in this category optimize their opening hours, hire the right number of employees during busy periods, define room
capacity and seat arrangements to accommodate the customers, set up the kitchen processes for a well-organized
flow, and ensure that stock supplies are adequately scheduled and consumed. Inefficient management of this
complex assembly would result in a loss of opportunity for higher profit growth. Hence, industries and scholars look
into approaches to optimize the efficiency of restaurant management.
The history of the restaurant as an independent entity started a few hundred years ago. The French Revolution has
been widely cited as the birthplace of the restaurant in the eighteenth-century, even though restaurants had existed
long before the French Revolution in other places (Kiefer 2002; Walker 2011). Today’s restaurant has its origins in
taverns, inns and boarding houses. Taverns primarily focused on alcohol sales, while inns and boarding houses on
the room rental and food sales. These institutions served a table d’hôte at fixed hours and a set price, and the diners
were usually regular customers. In China, restaurants had existed long before the Mongol invasions. In the 13th
century, in Hangchow, China, the largest city in the world at that time, restaurants had provided ideal settings. There
had been teahouses and taverns. The menus sold at taverns were usually a variety of pies, bean-curd soup, and
oysters (Kiefer, 2002). With a long history going back to Ancient Egypt, public dining places were recorded in 512
B.C.E, serving only one dish consisting of cereal, wild fowl and onion. Taverns existed around 1700 B.C.E, and in
1550 B.C.E the first café was established in Constantinople.
Nowadays, eating out is becoming a popular way of life for many families due to changes in lifestyle. This is partly
caused by the financial situation in many families which force the wives to also work to support the family
financially. This subsequently causes the amounts of time that can be spent to do house chores diminish
significantly. Therefore, many families now count on quick service restaurants for fast, easy and convenient food
service. Fast food restaurants, as part of the food service industry, began their modern history in the USA on July 7,
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2. Industrial Engineering Letters www.iiste.org
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1912 with the opening of the Automat fast food restaurant in New York. It was followed by A&W Root Beer in 1919
and White Castle in 1921 that opened the first hamburger chain. In 1948, Richard and Maurice MacDonald opened
the first McDonald’s restaurant, selling a simple menu of hamburgers, french fries, shakes, coffee and coca cola.
One of the critical issues in the food service industry, especially for fast food restaurants, is queuing time and
waiting time. A survey conducted by Law et al (2004), indicated that waiting time, staff attitude and food quality
significantly influence the customers’ return frequency and affect customer satisfaction. Environment and seat
availability are other service factors that impact on the customers’ return frequency, while food variety adds to
customer satisfaction.
2. Literature Review
In general, restaurants can be divided into five categories; quick service, family dining, casual dining, dinner house
and fine dining (Walker, 2011, p. 34-40). Quick service restaurants are restaurants where the food and drink are paid
for before being served. The critical points for this type of restaurant are to have staff and food ready to serve the
maximum number of customers in the least amount of time. The menus offered are usually limited and include
burgers, sandwiches, hot dogs, tacos, burritos, fried chicken and so on. Family restaurants developed from coffee
shop-style restaurants, offering simple menus and providing service for the family market segment. Due to their
market type, most family restaurants do not serve alcoholic drinks. Casual restaurants or casual dining offers a
relaxing lifestyle, signature food items, wine service, bar and comfortable décor. Fine dining is a type of restaurant
that offers expensive cuisine and beverages such as wine, elegant service and luxurious ambiance. The table
turnover is usually only once an evening.
Other sources (Jackson, 2011; Walker, 2011; Knutson, 2000) mention that the fast food restaurant is often
categorized under quick-service restaurant, even though not all quick-service restaurants serve fast food. The main
characteristics of quick-service restaurants are speedy service, inexpensive food items, simple décor, limited menu
normally displayed on a wall, and convenience. This type of restaurant may also provide drive-thru, delivery, and
take-out services.
Simplicity and limitation in a menu are important in a quick-service operation due to speed of service and high
turnover rates to achieve high sales volumes. To realize speed, several factors are required: minimum food handling
by food production staff, minimum handling by the service staff, and the ability to withstand a holding temperature
since most of the food items are precooked (Drysdale and Galipeau, 2009, p. 207-208).
Restaurants fall into the category of a service industry. As such, researchers analyze the efficiency of restaurant
services. Hummel and Murphy (2011) mapped out an entire service system to depict the impact of efficiency
management on a restaurant and its industry. This technique was termed service blueprinting. One of their findings
was that optimizing the time to serve the customers paying their bills would earn the restaurant three additional
dining tables in a peak hour. Hummel and Murphy highlighted that the difficulties in producing a conclusion were
due to service blueprinting requiring extensive research that observes larger samples than had previously been
utilized.
Restaurants balance efficiency-for-profitability with customer satisfaction. As defined by Carbone and Haeckel
(2002), customer satisfaction includes functional, mechanical, and humanic clues. Kimes (2004) discussed that
efficiency and profitability could be represented in numbers, whereas customer satisfaction measurement was
subjective. Sulek and Hensley (2004) showed that choice of foods, restaurant atmosphere and the fairness of the
seating contributed a large part to a customer satisfaction model. Wall and Berry (2007) added performance,
appearance, and behavior of the employees to the above dimensions.
3. Problem Statement
Most of the previous studies on restaurant management efficiency observed dine-in restaurants. Although concepts
on how physical characteristics impacted customer emotion were studied (Carbone and Haeckel 1994; Fynes and
Lally 2008), few of the studies measured how these characteristics were met in fast-food restaurants. The closest
study has been to evaluate the effect of queue length on customer choice between similar restaurants (Raz and Ert
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2008). In tourist areas, customers chose to join the longer queue given two restaurants that were similar in price and
types of food. The findings suggested that creating a longer queue during a rush hour period could be of interest to
restaurant management. The study also showed that the shorter queue was the choice of customers who were already
familiar with local restaurants. Veeraraghavan and Debo (2009) analyzed similar studies on customers’ perceptions
of queue length through analytical models and suggested that waiting cost analysis be their future research.
We propose to observe how fast-food restaurant managements balance their serving efficiency and customer
satisfaction. We hypothesized that customer satisfaction in fast-food restaurants is mostly affected by functional
clues such as waiting time, rather than the mechanical and humanic clues defined by Carbone and Haeckel (2002).
The goal of our study was to find if customers were satisfied with the waiting time at fast-food restaurants. In our
study, waiting time means the total time spent by customers from the time they arrive at a restaurant until they obtain
the food that they order. In other words, waiting time consists of queuing time and service time.
4. Methodology
4.1 Settings
Our data collection came from our observation in Senayan City Mall, a mall situated in the central business district
of Jakarta. There were several office buildings and universities around the mall. This made the mall one of the main
destinations for employees and students, especially during lunch time. We collected data from four international fast
food chain restaurants. The flows of ordering food at the four restaurants were slightly different from one another. At
restaurants A and B, the cashier also acted as the server who asked for the customers’ orders and later on assembled
or obtained the orders and passed them on to the customers. At restaurant C, customers queued for their turns,
ordered and finally made the payment. Once the payment was made, if the food was not immediately available, the
cashier would give the customer a number to be brought to his or her seat. And when the food was ready the
waiters/waitresses would bring the food to the customers. Finally, customers at restaurant D were greeted by a server
who let the customers choose the food. Once completed, the server passed the food to a cashier where the customers
would pay for the food.
4.2 Data Collection
The data was collected at the restaurants’ peak hours during lunch time from 11:30 to 13:00 over three days. At least
3 people were present at any one time to collect the data working together in recording the time of arrivals of each
customer, when they started being served and when the service ended. The template of the data collection sheet is as
follows:
[insert table 1 here]
For each of the fast food restaurants, we collected at least 100 customers’ data. Once the “Arrival Time”, “Begin
Serve”, and “End Serve” columns were filled in, the inter-arrival time, service time and waiting time for each
customer could be derived.
Inter-arrival time is the time between the arrival of one customer and the next customer, service time is the time
spent by a customer from the point the customer orders the food until (s)he gets the food, and waiting time is the
time spent by a customer queuing in the line for his or her turn.
In addition, we surveyed 51 respondents asking them to give the three most important factors in choosing fast food
restaurants. The options we gave were speed, menu variation, price, friendliness, cleanliness, atmosphere, and
promotional items or discounts. We also asked about their maximum tolerable service and queuing times when
dining at a fast food restaurant. The 51 respondents consisted of students and employees of one of the universities
across the mall. The respondents’ ages ranged from 17 to 45 years old, 30% of them were male and the rest were
female.
5. Results & Analysis
The top three factors selected by our respondents were speed, price and cleanliness. Speed was selected as the one of
the three most important factors by 43 out of 51 respondents. The following table summarizes the top factors
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4. Industrial Engineering Letters www.iiste.org
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considered when choosing a fast food restaurant.
[insert table 2 here]
The result is similar to the findings of Knutson (2000) where cleanliness, price and speed are the top three factors
influencing college students’ choices of fast-food restaurants.
In Figure 1 and Table 3, we present a summary of the inter-arrival, service and queuing time data for each fast food
restaurant and the survey results are as follows:
[insert figure 1 here]
[insert table 3 here]
From the table, it can be seen that all four restaurants satisfy the customers’ expected queuing time. The average
queuing time for all four restaurants is 2.41 minutes which is more than 1 minute less compared to the 3.70 minutes
expected queuing time from the survey result.
However, when we look at the service time, it can be seen that restaurant C exceeded the expected service time by
2.10 minutes. This was in stark contrast with the average service time of the three other restaurants where their
service time on average was 1.92 minutes lower than the expected service time.
Table 3, however, does not show the distribution of the different time measurements. In Table 4 it can be seen that
most of the inter-arrival times, specifically for Restaurants A, B, and D, actually fell below 1 minute. Restaurant C
was slightly different in that it had a more even distribution for the first four time intervals.
[insert table 4 here]
For the service time, most of our survey respondents considered that five minutes of service time is reasonable as
can be seen in Table 5. This is longer than most of the service time data that we collected where service time is
completed between one to three minutes except for restaurant C. At restaurant C, where we recorded service time as
the time from when the customer orders the food until the food is delivered, more than 50% of the customers that we
observed spent more than the 3.9 minutes average expected service time. One interesting point that we noted for
restaurant A was that the cashiers always offered extra promotional items before customers paid for their orders.
[insert table 5 here]
While for the queuing time, all four restaurants had an average queuing time which was lower than the average
expected queuing time. However, it should be noted that more than 30% of customers of Restaurant D spent more
than the average 3.7 minutes of expected queuing time as can be seen in Table 6.
[insert table 6 here]
Jones and Peppiatt (1996) identified that one of the key aspects of queue management with regards to customers’
perceptions of waiting time is that in service operations with relatively short wait times (probably less than five
minutes), there is growing evidence to suggest that customers’ perceptions of time are significantly greater than
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5. Industrial Engineering Letters www.iiste.org
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Vol 2, No.5, 2012
actual time by up to 40 percent. This means that the survey results of expected service and queuing times, which
could be seen as the perceived times, need to be divided by a factor 1.40. Hence the actual expected service and
queuing times become 2.78 minutes and 2.64 minutes respectively. When we compared these numbers with the data
that we collected, it is interesting to note that the percentage of customers that spent more than 2.64 minutes queuing
at Restaurants A, B, C and D were 16.74%, 44.00%, 8.13%, and 56.88% respectively. And the percentage of
customers that spent more than 2.78 minutes of service time were 23.31%, 4.67%, 89.74%, and 11.00% respectively.
These numbers could indicate that not all customers were satisfied with the service provided by the restaurants in
regards to service and queuing times.
Zhao et al. (2002) highlighted that research (Katz et al., 1991; Roslow et al., 1992) has identified how speed is
becoming one of the most important factors in the service industry and that customers tend to perceive waiting for
service as a negative experience. There are two common approaches in dealing with the possible negative impacts
caused by waiting for service. First, restaurants can design operation flow that will minimize actual queuing and
service times. Secondly, restaurants can also manage customer perception.
The longer actual service time was than the expected one at restaurant C could be accounted for by the slightly
different flow of ordering food. By sending the customers to their seats once they made their payments and later
delivering the food to their tables, restaurant C created the perception that it had a quick service and met the
customers’ expectations, especially when the customers come in groups which allow them to hang out with their
friends while waiting for the food. According to Jones and Peppiatt (1996), one of the variables that makes
customers have a shorter perceived waiting time than the actual waiting time is when they are waiting with others.
Other research done by Baker and Cameron, 1996 and Davis 1991, as stated by Sulek and Hensley (2004), suggest
that furnishing and décor also have an impact on customers’ perceived waiting times. Uncomfortable furnishings
and non-appealing décor can increase customer dissatisfaction conflated with waiting as they perceived longer
waiting times.
Restaurant A initiatives of offering extra promotional items to their customers could potentially add to negative
experiences. This is especially true for returning customers who have been offered the promotional items in previous
visits. This could potentially add to the negative experiences by customers since they will consider this initiative as
something that is extending the service time and forces them to take more time before getting their food.
Davis and Heineke (1994) suggested that customers who are occupied while queuing tend to perceive shorter
queuing times than the customers who are unoccupied. Restaurant D, which has more than 50% of its customers
queuing for more than the 2.64 minutes average expected queuing time, may consider mounting audio-visual or
television sets in strategic locations to keep customers occupied while queuing.
6. Limitations and Future Research
This study has several limitations. First, not all of the respondents that we surveyed for expected service and
queuing times were customers of all four restaurants. We did this because we wanted to obtain expected service and
queuing times for fast food restaurants in general. This, however, means that the expected service and queuing times
for each restaurant may be longer or shorter than the survey results. In addition, for the restaurants which had
multiple servers or cashiers operating in parallel, we only collected data for one of the servers. This was due to a
limited number of data collectors. Secondly, we analyzed the four restaurants at one location during weekdays at
lunch time. This means that we are only mainly considering two market segments, namely professionals and
students around the particular area of the survey. The data could be different if collected at dinner time or at a
different location which is closer to residential areas rather than office areas.
For future study, it would be interesting to collect and analyze the data of expected and actual waiting time for each
single restaurant and also to investigate whether the restaurants have existing initiatives to manage waiting time. In
addition, we also plan to analyze the degree of closeness of the speed of service with the level of satisfaction of
customers, and to find out what other factors influence those satisfaction levels. In addition, it will also be
interesting to study customer expectations toward waiting time in other types of restaurants discussed by Walker
(2011). We hypothesize that customers who choose to dine in family dining, casual dining, or fine dining restaurants
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will not be in such a rush compared to customers who opt to dine in fast food restaurants. Hence, the expected as
well as the actual waiting times will also be longer.
7. Summary and Conclusion
Based on our study, we found that the most important factor considered by customers when choosing fast food
restaurants is speed. This is in line with the categorization of fast food restaurants under quick service restaurants.
During lunch time peak hours, customers spent on average 5.4 minutes waiting before they could get their orders.
The 5.4 minutes consisted of 2.42 minutes of queuing time and 2.98 minutes of service time. This total waiting time
is only slightly below the actual expected waiting time of 5.42 minutes.
Waiting time is something that needs to be managed seriously, especially in fast food restaurants. We highlighted
several studies that stress the importance of managing customers’ perceptions of waiting time and several ways how
restaurants can do that.
This study is a first step in investigating how restaurants deal with customers’ expected waiting times. Research
analyzing the factors influencing the satisfaction levels of fast food restaurant customers would help fast food
restaurant managers to better serve their customers. Further research can also be conducted into developing a
simulation model of fast food restaurant operations and also to investigate waiting times in other restaurant types.
References
Carbone, L. P. and Haeckel, S. H. "Managing the total customer experience." Sloan Management Review 43, no. 3
(2002): 85-89.
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Davis, M. M. and Heineke, J. (1994). “Understanding the roles of customer and the operation for better queue
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Drysdale, J. A. and Galipeau, J. A. (2009). Profitable Menu Planning, 4th ed. New Jersey: Pearson International
Edition
Fynes, B. and Lally, A.M. Innovation in services: From service concepts to service experiences. Vol. 3, in Service
Science, Management and Engineering Education for the 21st Century., 329-3. NJ: SPRINGER, 2008.
Hummel, E., and Murphy, K.S. "Using service blueprinting to analyze restaurant service efficiency." Cornell
Hospitality Quarterly 52 (2011): 265-272.
Jackson, J. (2011). Kinds of Food Service in a Restaurant. http://www.ehow.com/info_8570902_kinds-food-service-
restaurant.html (accessed January 5, 2012)
Jones, P. and Peppiatt, E. (1996). “Managing perceptions of waiting times in service queues.” International Journal
of Service Industry Management, Vol. 7 No. 5, pp. 47-61.
Kiefer, N. M. (2002). Economics and the Origin of the Restaurant. Cornell Hotel and Restaurant Administration
Quarterly, August 2002, p. 58-64
Kimes, S. E. "Restaurant revenue management: implementation at chevys arrowhead." Cornell Hotel and Restaurant
Administration Quarterly 45 (2004): 52-67.
Knutson, B. J. (2000). “College Students and Fast Food – How Students Perceive Restaurant Brands.” Cornell Hotel
and Restaurant Administration Quarterly, 41, pp. 68-74.
Law, A. K.Y., Hui Y. V. and Zhao, X. (2004). Modeling Repurchase Frequency and Customer Satisfaction for Fast
Food Outlets. International Journal of Quality and Reliability Management, vol. 21 Iss: 5, pp. 545-563.
Raz, O. and Ert, E. (2008). “Size counts”: The effect of queue length on choice between similar restaurants. Edited
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by A. Y. Lee and D. Soman. Advances in Consumer Research (Association for Consumer Research) 35 (2008): 803-
804.
Sulek, J. M., and Hensley, R. L. (2004). The relative importance of food, atmosphere, and fairness of wait: The case
of a full-service restaurant. Cornell Hotel and Restaurant Administration Quarterly 45 (2004): 235-247.
Veeraraghavan, S. and Debo, L. (2009). Joining longer queues: Information externalities in queue choice.
Manufacturing & Service Operations Management (INFORMS) 11, no. 4 (Fall 2009): 543-562.
Walker, J. R. (2011). The Restaurant: from Concept to Operation, 6th ed. New Jersey. John Wiley and Sons, Inc.
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Mathias Dharmawirya has a master’s degree from Nanyang Technological University and was a Systems Analyst
at Deutsche Bank in Singapore. He is currently the Program Coordinator of the School of Information Systems of
Binus International while also teaching subjects such as Business Process Modeling and Simulation and Project
Management.
Hera Oktadiana has held senior managing and academic development roles at the Trisakti Institute of Tourism,
Bunda Mulia Tourism and Hospitality Institute and is now the Head of School of the School of Hospitality and
Tourism Management at Binus International. She is also serving as the International Division chairman of the
Association of Indonesian Tourism Higher Education.
Erwin Adi has a master’s degree in Telecommunications from the University of Strathclyde. He was a network
engineer for British Telecom in Belgium and currently serves as the Head of Research at Binus International while
also teaching Network Security classes under the School of Computer Sciences.
Table 1. Data Collection Sheet
ID Arrival Time Begin Serve End Serve
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Table 2 – Factors in choosing a fast food restaurant
Percentage
Factor
(n=51)
Speed 84.31%
Price 64.71%
Cleanliness 60.78%
Menu variant 35.29%
Friendliness 21.57%
Atmosphere 17.65%
Promotional items or discount 9.80%
Figure 1. Summary of Service and Queuing Time
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Table 3. Data Collection Summary
Restaurant A Restaurant B Restaurant C Restaurant D Expected
All data in minutes
(Survey Result)
Inter-arrival time average 1.98 1.80 2.70 2.41
Inter-arrival time
1.92 1.36 1.34 2.27
standard deviation
Service Time 1.85 1.70 6.00 2.37 3.90
Service time standard
1.00 0.62 2.45 0.78 1.55
deviation
Queuing Time 2.22 2.57 1.81 3.05 3.70
Queuing time standard
2.03 1.95 0.88 2.36 1.80
deviation
Number of visitors
(11:30 – 13:00 over 136 150 100 112
three days)
Table 4. Inter-arrival Time
Inter-arrival Time (a) in minutes
a≤1 1<a≤2 2<a≤3 3<a≤4 4<a≤5 5<a≤6 6<a≤7 7<a≤8 8<a≤9 9 < a ≤ 10
Restaurant A 40.43% 25.11% 11.91% 9.79% 5.53% 1.70% 1.70% 2.13% 0.85% 0.85%
Restaurant B 36.36% 35.66% 16.08% 7.69% 1.40% 0.00% 1.40% 1.40% 0.00% 0.00%
Restaurant C 25.16% 16.98% 25.16% 19.50% 13.21% 0.00% 0.00% 0.00% 0.00% 0.00%
Restaurant
D 43.93% 19.63% 9.35% 9.35% 7.48% 0.93% 2.80% 3.74% 1.87% 0.93%
Table 5. Service Time
Service Time (s) in minutes
s≤1 1<s≤2 2<s≤3 3<s≤4 4<s≤5 5<s≤6 6<s≤7 7<s≤8 8<s≤9 9< s ≤ 10
Expected 5.88% 17.65% 17.65% 7.84% 47.06% 0.00% 1.96% 1.96% 0.00% 0.00%
Restaurant A 10.59% 44.92% 28.39% 11.02% 4.24% 0.85% 0.00% 0.00% 0.00% 0.00%
Restaurant B 16.67% 47.33% 35.33% 0.67% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
Restaurant C 2.56% 5.13% 6.41% 5.77% 10.26% 23.72% 9.62% 11.54% 13.46% 11.54%
Restaurant D 24.00% 50.00% 20.00% 6.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
16
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