Queues, Service Efficiency, and Social Proof: Multi-Site Non-Participant Observation of Mie Gacoan | Jurnal Informatika Ekonomi Bisnis

Journal Content

Search

Search Scope

Browse

Information

Current Issue

Template
Similarity Checker

Member of

Statistics

Queues, Service Efficiency, and Social Proof: Multi-Site Non-Participant Observation of Mie Gacoan

Rooswita Loing Universitas Klabat Aldo Franco Karinda Universitas Klabat Reymond Kowaas Universitas Klabat Harke Revo Leonard Polii Universitas Klabat DOI: https://doi.org/10.37034/infeb.v8i1.1383 Keywords: Queue Management, Social Proof, Service Efficiency, Waiting Time, Multi-Site Observation Abstract Queues in budget-priced food-service retail commonly arise when customer arrivals exceed service capacity during peak hours. This study examines queuing as a dual phenomenon: an indicator of service-process efficiency and a form of social proof that may shape customers’ decisions to join, remain in, or abandon a queue. Non-participant observations were conducted at three Mie Gacoan branches in North Sulawesi (Manado, Tondano, and Airmadidi) across nine weekend sessions (midday peak 11:00–13:30 WITA; evening peak 18:00–21:30 WITA). Data were compiled from field notes, time logs of estimated waiting times, service-flow mapping using a service blueprint, and anonymized documentation of service artefacts. The findings indicate a multi-stage queue, with bottlenecks shifting across the cashier, preparation, and handover phases. Manado exhibited the highest intensity (maximum queue length: 95 customers; maximum waiting time: 60 minutes) and the greatest number of abandonment events (19), whereas Tondano showed lower levels (62 customers; 42 minutes; 9) and Airmadidi fell in between (78 customers; 50 minutes; 13). Sessions with longer waiting times were associated with higher levels of abandonment; however, persistent queue density during the evening peak suggests that the queue did not subside to low levels over the observation period despite rising time costs. Overall, the results provide descriptive evidence consistent with P1–P3 concerning multi-stage queue dynamics, the influence of service-design variation on where congestion accumulates, and the trade-off between time costs and the social-proof value of queuing in customers’ decisions. Downloads Download data is not yet available. References Syaharani, A. D., Saputro, M. R., Noor, F. M., Dellanovia, S., & Shofa, M. J. (2024). Analisis Simulasi Sistem Antrian Pemesanan Makanan di Restoran di Kota Cilegon. Industrika: Jurnal Ilmiah Teknik Industri, 8(4), 813–824. DOI: https://doi.org/10.37090/indstrk.v8i4.1710 . Purnomo, B. H., Suryadharma, B., & Ekasari, N. Y. (2021). Model Sistem Antrian pada Pelayanan Restoran Cepat Saji (Studi Kasus di KFC Gajah Mada Kabupaten Jember). Jurnal Agroteknologi, 15(01), 40. DOI: https://doi.org/10.19184/j-agt.v15i01.19929 . Mudzakkir, F., Nugraha, N. F., & Taufik, T. (2024). Queuing System Simulation to Optimize Waiting Time using the Quality Function Deployment Approach at KFC Pontianak. IJIEM - Indonesian Journal of Industrial Engineering and Management, 5(1), 274. DOI: https://doi.org/10.22441/ijiem.v5i1.24951 . Kristiawan, Y., Hartoyo, H., & Suharjo, B. (2021). Customer Satisfaction: Service Quality or Product Quality (Case Study at Fast Food Restaurant in Jabodetabek). Binus Business Review, 12(2), 165–176. DOI: https://doi.org/10.21512/bbr.v12i2.6672 . Totok Hariyanto, A. P., & Herlina, H. (2025). Analisis Sistem Antrian untuk Meningkatkan Pelayanan dan Kepuasan Pelanggan (Studi Kasus: Restoran Sedjagad 36). Industrika: Jurnal Ilmiah Teknik Industri, 9(2), 501–514. DOI: https://doi.org/10.37090/indstrk.v9i2.1981 . Sulistio, L. C., & Aransyah, M. F. (2023). Pengaruh Online Customer Review dan Online Customer Rating serta Kemudahan Penggunaan terhadap Keputusan Pembelian pada Restoran yang ada di GoFood. J-MAS (Jurnal Manajemen dan Sains), 8(2), 1533. DOI: https://doi.org/10.33087/jmas.v8i2.1368 . Tanuwijaya, C. K., Ellitan, L., & Lukito, R. S. H. (2023). The Effect of Online Customer Reviews on Purchase Intention with Customer Trust as A Variable in Purchase Decision on Sociolla Consumers. Journal of Entrepreneurship & Business, 4(3), 192–203. DOI: https://doi.org/10.24123/jeb.v4i3.5764 . Roberta, J. B., & Rachmawati, I. (2025). The Effect of eWOM on Consumer Purchase Intention for Richeese Factory in Bandung via TikTok. Jurnal Ilmiah Manajemen Kesatuan, 13(5), 3389–3400. DOI: https://doi.org/10.37641/jimkes.v13i5.3503 . Nikmah, N., & Zaidah, N. (2022). Pentingnya Social Proof dalam Digital Marketing (Studi pada Marketplace Shopee). Jurnal Dialogika: Manajemen dan Administrasi, 4(1), 26–32. DOI: https://doi.org/10.31949/dialogika.v4i1.7823 . Sukarnoto, T., Wartoyo, & Cahyono, H. (2025). The Role of Social Proof in the Decision-Making of the Rural Community of Cirebon to Become Customers of Sharia Microfinance Institutions. Ecopreneur: Jurnal Ekonomi dan Bisnis Islam, 6(2), 145–153. DOI: https://doi.org/10.47453/ecopreneur.v6i2.3578 . Oscar, Y., & Keni. (2019). Pengaruh Brand Image, Persepsi Harga, dan Service Quality terhadap Keputusan Pembelian Konsumen. Jurnal Muara Ilmu Ekonomi dan Bisnis, 3(1), 20–28. DOI: https://doi.org/10.24912/jmieb.v3i1.3300 . Dewi, L. T., Chinh, N. T., & Kerviona, K. (2022). Service Blueprinting to Enhance Restaurant’s Service Process. International Journal of Industrial Engineering and Engineering Management, 4(1), 1–6. DOI: https://doi.org/10.24002/ijieem.v4i1.5506 . Putera, D. A., Dermawan, A. A., Lawi, A., Saputra, P. T., Pane, A. N. K., & Maulidina, S. N. (2024). Analysis of the Queuing System in XYZ Food Industry in Batam City (Case Study of Queuing Time Observation). Jurnal Sistem Teknik Industri, 26(2), 242–257. DOI: https://doi.org/10.32734/jsti.v26i2.16688 . Putra, P. M., & Prihono, P. (2023). Penggunaan Metode Kano-QFD dalam Pengembangan Layanan terhadap Kepuasan Pelanggan Restoran (Studi Kasus: McDonald Taman Geluran). JTI: Jurnal Teknik Industri, 9(2), 514–520. DOI: https://doi.org/10.24014/jti.v9i2.23744 . Utama, K. H. C., Wardhanie, A. P., & Santoso, R. (2024). Aplikasi Pemesanan Menu Makanan Menggunakan Metode FCFS pada Grande Garden Cafe. Smart Comp: Jurnalnya Orang Pintar Komputer, 13(1), 35–48. DOI: https://doi.org/10.30591/smartcomp.v13i1.5296 . Simamora, E. H., & Junita, I. (2025). Quality Function Deployment: A Systematic Approach to Improving Quality at Rumah Kedua Coffee & Space. Jurnal Manajemen dan Bisnis Performa, 22(2), 217–232. DOI: https://doi.org/10.29313/performa.v22i2.7975 . Fadli, M. R. (2021). Memahami Desain Metode Penelitian Kualitatif. Humanika: Kajian Ilmiah Mata Kuliah Umum, 21(1), 33–54. DOI: https://doi.org/10.21831/hum.v21i1.38075 . Hadining, A. F. (2020). Analisis Kepuasan Pelanggan ABC Laundry dengan Menggunakan Metode Service Quality, Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). J@ti Undip: Jurnal Teknik Industri, 15(1), 1–10. DOI: https://doi.org/10.14710/jati.15.1.1-10 . Shafa, T. P., Kurniadi, E., & Yuniati, U. (2023). Impact of Customer Engagement on Purchase Intention: A Promotional Online Survey on Instagram Account of @bandengisimrb. Binus Business Review, 14(3), 259–269. DOI: https://doi.org/10.21512/bbr.v14i3.9290 . Vincentlie, & Lego, Y. (2025). Pengaruh Kualitas Makanan dan Layanan terhadap Loyalitas melalui Kepuasan di Restoran Geprek Bensu Bojong Cengkareng. Jurnal Manajerial dan Kewirausahaan, 7(2), 635–652. DOI: https://doi.org/10.24912/jmk.v7i2.34160 .	Download Published 2026-03-31 Issue Vol. 8, No. 1 (March 2026) Section Articles How to Cite Loing, R., Karinda, A. F., Kowaas, R., & Polii, H. R. L. (2026). Queues, Service Efficiency, and Social Proof: Multi-Site Non-Participant Observation of Mie Gacoan. Jurnal Informatika Ekonomi Bisnis, 8(1), 122-131. https://doi.org/10.37034/infeb.v8i1.1383 ACM ACS APA ABNT Chicago Harvard IEEE MLA Turabian Vancouver Download Citation Endnote/Zotero/Mendeley (RIS) BibTeX This work is licensed under a Creative Commons Attribution 4.0 International License.

Indexing and Abstractions:

Published:

This work is licensed under a Creative Commons Attribution 4.0 International Public License (CC BY 4.0).

Web Analytics Made Easy -
StatCounter