Main Article Content
Restaurant industry has become one of the most profitable industries in the world where incessant long waiting time may not only lead to customers’ dissatisfactions but also facilitate loosing of customers to other competitors. In this paper, in order to determine customers’ arrival patterns and service patterns which are critical factors in determining customers’ queue length and waiting time for a given restaurant, the food serving process employed at a named International Institute Restaurant (IIR), Ibadan, Nigeria, was used as a case study. Data were collected on customers’ number, customers’ inter arrival time and service time from Monday to Friday for a week. The data were analyzed statistically using the ARENA Input Analyzer to determine the arrival patterns and service patterns of customers within five working days of the week (Monday, Tuesday, Wednesday, Thursday and Friday). The results of the data analysis revealed that the arrival times of customers who patronized the IIR on Monday and Tuesday followed a Beta distribution. Furthermore, the arrival times of customers patronizing the IIR on Wednesday and Thursday followed a Weibull distribution while that of Friday assumed an Erlang distribution. Besides, the results of the data analysis revealed that the service times at IIR on Monday and Tuesday followed a Lognormal distribution. Beta, Lognormal and Weibull distributions were recorded in respect of service times characterizing the IIR on Wednesday, Thursday and Friday, respectively.
Muhammad I, Naeem A, Muhammad AP, Asad U. Customer satisfaction in the restaurant industry; examining the model in local industry perspective. Journal of Asian Business Strategy. 2014;4(1):18-31.
Manjurul A, Raisul I, Ashikul A. Study of queuing system of a busy restaurant and a proposed facilitate queuing system. Journal of Mechanical and Civil Engineeing. 2014;II:31-35.
Donkoh SA, Quainoo AK, Cudjoe E, Kaba NC. Customer satisfaction and perceptions about food services on the University for Development Studies Campus, Ghana. African Journal of Food Science. 2012; 6(8):216-223.
Hazewinkel M. Probability distribution, Encyclopedia of mathematics, Springer sciences and Business media. Academic Publishers: New York; 2001.
Ariyo D. Small firms are the backbone of the Nigerian Economy; 2005.
Raimi L, Towobola WL. Open Distance Learning (ODL): A Catalyst For Educational and Entrepreneurship Development in Nigeria. Continental Journal of Education Research. 2011;4(3): 1–11.
Fakokunde TO. Contemporary quality control issues in the emerging fast food industry In Nigeria. International Journal of Administrative Studies and Research. 2011;2:104-111.
Farrell, J. P. The evolution of the quick service restaurant. www.jpfarrell. blogspot. com. Oct. 12, 2018.
Iwarere HT, Fakokunde TO. Consumers’ perception of product and service quality and price in the Nigerian fast food industry: A case of selected outlets in Ekiti State, Nigeria. European Journal of the Social Sciences. 2011;19(2):198-207.
Parsa HP, Kwansa FA. Quick service restaurant, franchising, and multi-unit chain management, Harworth Press; 2001.
Rani R, Ismail W, Ishak I. An integrated simulation and data envelopment analysis, World Journal of Modelling and Simulation. 2014;10:136–147.
Ganiyu RA, Okediran OO, Muraina BO, Badmus TA. Development of a Modularized Model for a Multi-Process Food Manufacturing System using Hierarchical Timed Coloured Petri Nets, Annals. Computer Science Series (Anale.SeriaInformatică). 2019;XVII:76– 86. Romania.
Ukaegbu CC. Working conditions and employee commitment in indigenous private manufacturing firms in Nigeria: Managing business organizations for industrial development. The Journal of Modern African Studies. 2000;38(1):295-324.
Khan S, All E. Determinants of customer satisfaction in fast food industry; 2012.
Deng Z, Lu Y, Wei KK, Zhang J. Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management. 2009;30:289–300.
Kotler P, Kelle L. Principles of marketing. 14th Edition. Pearson Education; 2012.
Gustafsson A, Johnson MD, Roos I. The effects of customer satisfaction relationship commitment dimensions, and triggers on customer retention. Journal of Marketing. 2005;69:210–218.
Maragatha S, Srinivasan S. M/M/C queuing model for waiting time of customers in banking sectors. International Journal of Mathematical Sciences and Applications. 2011;1(3).