Assessing the customer waiting problem at Kfry Urban Korean, IOI Mall Putrajaya / Nurfadhli Ikram Airuddin, Nurul Nabbila Ahmad Shukor and Feryonica Sagidon

When customers like the product or service provided by a restaurant, the problem of customer waiting time occur. This is a critical issue that most restaurant managers need to focus on. This is the reason why this case study addresses the topic of improving waiting time in Kfry Urban Korean, IOI Mall Putrajaya restaurant. In the present, fast tempo life-style environment, the use of time has become more and more important to customers (Lai and Lee, 2013). Depending on the diversification of service quality, customers have started to pay attention to, the problem of waiting time. Now, long waiting times usually is a reason why customers feel dissatisfied and complain (Chang et al., 2003). Customers tend to be more dissatisfied with having to wait prior to service (Maister, 1985). Initial waiting time is a critical factor that determines customers' wait behavior. Customers may balk upon their arrival if they see long waiting lines, or may leave during their wait if they are not seated on or near the time expected. Therefore, improvement of waiting times in restaurants is an important research topic in today's intense and competitive environment in order to enhance the service quality and to satisfy the customers.