Fast Food Restaurants

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2.0 INTRODUCTION This chapter will discuss about the literature review of services in fast food restaurants and simulation from past researches done by previous researchers. Firstly, this chapter will review the concept about the operation and services of customer services in fast food restaurants. This will review the elements in customer service in fast food restaurants. Lastly, this chapter will discuss about the literature of simulation which is the research tool of this paper.

2.1 CUSTOMER SATISFACTION ON RESTAURANT SERVICES
The study conducted on customers satisfaction in fast food industry was found by Qin, Prybutok, & Zhao (2010) in China. The criteria that have been studied is including quality of services, quality of food, and …show more content…

This also related with the serving time at the fast food restaurants. Moreover, when there is delay in serving time, the next schedule of the customer will also be delayed. Customer will not be satisfied if the delay in serving time happen to them. The problem of lateness in a developed country like Japan can give a huge impact on the country’s productivity. Okumu (2012) had implemented a research to develop customer service at a fast food restaurant in Japan named Waskia. The framework of his research is based on customer satisfaction based on serving time of the restaurant. He had spread questionnaires related to the theory of customer satisfaction to the customer of the restaurant to ease the progress of the research. The outcome of his research found that the customer of Waskia restaurant is quite satisfied of the services. In order to maximize the satisfaction and output of the restaurant, Okumu had recommended to improve the knowledge of restaurant’s workers about the menus and to improve the worker’s knowledge to recommend food and wine to the customer so that the ordering time can be shorten while preserving the customer …show more content…

To make it more interesting for the students, the model of simulation can be in another form of appearances like simulation games. Based on the study that was conducted by Felix Hunecker (2013), his research is to give a wide view of the designs of reusable simulation models in the form of games. His method in completing the research was by approaching various well established companies and institutions of the simulation games. The result of his research found that a flexible framework is critical in models of reusable simulation to be adopted and absorbed by different companies and institutions. Firstly, the abstract model need to differentiate between two types of entities which are resources and processes. If both of the abstract types been distinguished, all of the entities can be exemplified in the simulation

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