An analysis of effects of waiting time lengths on Efficiency of service in food outlets in nairobi
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Date
2013-11-20
Authors
Njeru, Z. K.
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Abstract
The hospitality and service sector have been facing frequent service delays to their
Customers a bad experience for its clients. One of the reasons behind this is the queuing
system prevailing in this sector. Waiting is inevitable in any service organization. Hence
queues are formed. A long queue makes customer dissatisfied whereas increasing servers
to decrease the length of a queue increases costs. This study intended to investigate the
prevailing queuing system in selected restaurants in Nairobi's Central Business District
(NCBD) by evaluating the influence of waiting time on service quality and customer
satisfaction. The data was collected through a questionnaire administered to 134 food
outlet managers and assistant managers. Out of these, 119 responses were received (89%
response rate) and analyzed. Selection of the food outlets was by a census of all the food
outlets appearing under "restaurant" category in the 2010 Telkom Kenya Nairobi
directory. The data was then analyzed using Statistical Package for Social Sciences
(SPSS). From this data results of the study are presented in the form of tables, pie charts
and bar graphs.
Some targeted respondents were unwilling to participate in the study while a few of the
restaurants listed in the yellow pages of the directory had closed down at the time of the '
study and therefore could not provide any information.
From this study it was established that the rule of first come first served is well respected
- in NCBD food outlets. Secondly it emerged from the study that number of servers was
very important in the provision of efficient services. Thirdly managing cost of service
provision was found to be very important in order to avoid losses while providing quick
service. Finally it was established that management should be alert during peak periods
due to high numbers of arrivals and resulting complaints during this period.
Following on this study the recommendations are firstly that food outlets should develop
rules and procedures that are friendly to customers as they wait in line. Secondly food
outlets in NCBD should work towards reducing average waiting time. Thirdly they
should have contingent work force during peak times.
This study recommends further study on waiting time in transport service
especially the "matatu" sector and also waiting time in public hospitals
where waiting can be quite long.
Description
TX 930 .N54