PERFORMANCE ASSESSMENT OF SERVICE SYSTEM EFFICIENCY: ILLUSTRATIVE EXAMPLE OF DRIVE-THRU SERVICE CHAIN

摘要

Due to the increase in competition and innovation, the importance of quality of service and performance evaluation to improve the provider's customer satisfaction have been taken into consideration more than ever. Performance management helps to check the performance of the chain, and indications of individual network elements or services that are forming the overall quality of service system. In that sense, this study focuses on efficiency measurement modeling for service systems. Additionally, the initial model was built to measure the efficiency of the units in a chain. We implemented the model on the artificial data of several coffeeshop chains using satisfaction factors while connecting to the financial aspect to determine the potential improvements that will help the operator enhance their services by learning from best practices. Data Envelopment Analysis (DEA) is used as a method, and the performance matrix will be adopted as a second stage analysis. DEA aims to find the Decision Making Units (DMUs) that produce high output outcomes using the low input resources compared with their peers. The paper provides recommendations to improve the productivity and efficiency of the inefficient units in a chain and develop a decision model to enable better best practices decision making.