Application of queuing theory to a fast food outfit: a study of blue meadows restaurant

Abstract

The study evaluated the queuing system in Blue Meadows restaurant with a view to determining its operating characteristics and to improve customers’ satisfaction during waiting time using the lens of queuing theory. Data was obtained from a fast food restaurant in the University of Benin. The data collected was tested to show if it follows a Poisson and exponential distribution of arrival and service rate using chi square goodness of fit. A 95% confidence interval level was used to show the range of customers that come into the system at an hour time frame and the range of customers served at an hour time frame. Using the M/M/s model, the arrival rate, service rate, utilization rate, waiting time in the queue and the probability of customers likely balking from the restaurant was derived. The arrival rate (λ) at Blue Meadows restaurant was about 40 customers per hour, while the service rate was about 22 customers per hour per server. The number of servers present in the system was two. The average number of customers in the system in an hour window was 40 customers with a utilization rate of 0.909. The paper concludes with a discussion on the benefits of performing queuing analysis to a restaurant.