Modelling Customer’s Satisfaction at Portofino Eatery Ado-Ekiti Using Queuing Theory
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Abstract
This study evaluated the queuing system in Portofino Eatery- Bread section with a view to determine its operating characteristics and to
improve customers’ satisfaction during waiting time using the lens of queuing theory. The model of operation was detected to be M/M/s
model while the arrival rate, service rate, utilization rate and waiting time in the queue were derived. Data was collected by direct
observation at the Portofino Eatery service facility, Ado – Ekiti. The arrival rate (λ) at Portofino Eatery- Bread section was about 43
customers per hour, while the service rate was about 40 customers per hour for each server. The system includes four different servers.
The average number of customers in the system in an hour window was 43 customers with a utilization rate of 0.722. This research work
concludes with a discussion on the benefits of performing queuing analysis to a restaurant. In order to avoid congestion and reduce
customer’s waiting time, increase patronage and boost customer’s confidence in Portofino eatery service delivery.
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