Zimbabwean Fast-Food Restaurant Sector: The Operational Efficiency of Pizza Restaurants

Abstract

This study aimed to scrutinize the prevalent industry claim within the fast-food restaurant sector, asserting pizza delivery within a 10-minute waiting period. Additionally, the research aimed to evaluate the degree of disparity between the actual waiting duration for pizza and the perceived waiting time among customers. A sample of 500 pizza transactions underwent measurement of their order cycle time, and corresponding perceived waiting times were recorded from the involved respondents who initiated these transactions. The findings revealed statistically significant differences between the stipulated standard waiting time and the actual waiting time, as well as between the actual waiting time and the perceived waiting time. Consequently, this study recommends that pizza restaurateurs meticulously evaluate their human and equipment resources to minimize discrepancies in lead times. Moreover, they should consider providing diverse materials and activities to engage customers, mitigating perceived waiting time's impact.