The Impact of Mobile Order Ahead Apps on QSR Queuing

Abstract

Order ahead mobile apps are becoming increasingly popular at Quick Serve Restaurants. These apps allow customers skip the line when arriving at the store. We investigate the hybrid queuing system created by these applications. We define an overall structure for the hybrid queuing system. Using discrete event simulation, we examine the impact these apps can have on system performance. Our analysis indicates that overall, the mobile application increases the efficiency of the system as a whole. By completing food preparation before the customer arrives the total waiting time for all customers is reduced. The walk-in customer also sees the benefits as overall system efficiency improves although they may feel slighted as customers arrive and skip the line.