Queue Management Practices of Quick ServiceRestaurants (QSR) in Lipa City, Philippines

Problems regarding waiting line in quick service restaurants (QSR) has been one of the main concerns of industries and scholars nowadays. It is because people today demand not only for qualityfood but also for speed. Quick service restaurant players explore on the approaches to optimize the efficiency of restaurant management. One important area that defines how well and efficient a fast food restaurant delivers its product and services to customers is its waiting line (queue) management practices. The study was conducted at Lipa City, involving five popular quick service restaurants named by the researcher as QSR A, B, C, D, and E. It made used of 363customer respondents proportionally obtained from five restaurants.It intended to assess the extent of implementation of the queue management practices of the restaurants and the level of satisfaction of the customers in such practices in terms of customer arrival, waiting line and service facility. The findings revealed the queuing system used and the waiting line structured utilized by the restaurants. The extent of implementation of the queue management practices in the three areas mentioned of the five QSR’s was presented comparatively. Likewise, the level of customer’s satisfaction on the queue management practices was also determined. Significant difference in the extent of implementation and in the level of customer satisfaction were determined if the respondents were grouped according to restaurant’s profile. Recommendations in the improvement of queue were given based on the findings.

Keywords – Queue, QSR, Waiting Line,