Published on January 5, 2014
How waiting lines affect customers’ satisfaction at Subway AURELKYS ESTEVEZ N O V E M B E R 7 TH, 2 0 1 1
Customer satisfaction *Images were retrieved from Google.
Research purpose -Thesis statement To analyze the waiting lines during weekends at the subway located at Wal-Mart, in order to find a more efficient way to serve the customer so they can save time and therefore accomplish customer satisfaction. -Researcher stance Identify the main characteristics of the waiting lines at subway. Identify things to improve in order to achieve customer satisfaction.
Methodology - Research Design Mixed method Quantitative Surveys: questionnaires Actual wait time will be measured
Methodology - Qualitative On site observation Takes notes on: Elements to make waiting environment more comfortable. Weakness of waiting in line and the ordering – buying process. Customers’ interaction during the service delivery process.
Cost / benefits of design - Cost: Low Hire staff to hand out the questionnaires. Hire staff to conduct the interviews. -Benefits: The results can be used to implement a solution right away. Location: -Subway
Study instruments/Data collection -Quantitative 5-point Likert scale Self-completion questionnaire Analysis: Code data
Study instruments/Data collection -Qualitative Interviews Analysis: Transcribe the interviews and identify common issues described by customers.
Safeguards Information will only be shared with Subway executives. Confidentiality of respondents. Questionnaires will not ask for personal information.
Limitations Participants Nature of the visit to the location Response rate
Questions / Comments? Thank you
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