AN ONLINE RESERVATION MANAGEMENT SYSTEM FOR MARJ LAYNESA'S CATERING

Abstract

Efficiency and customer satisfaction are vital for the success of catering businesses. This thesis presents a case study conducted at Marj Laynesa’s Catering, which focuses on optimizing operational efficiency and improving customer satisfaction through the implementation of a comprehensive catering system. The study employed a mixed-methods approach that combined qualitative interviews with management, staff, and customers, alongside a quantitative analysis of operational data. Qualitative data were analyzed through thematic analysis to identify key challenges and opportunities for improvement. The quantitative data included metrics such as order processing times, inventory turnover rates, and customer feedback scores. The catering system was developed based on industry best practices and tailored to meet the specific needs of Marj Laynesa’s Catering. The analysis of qualitative data identified several areas that need improvement, including inefficiencies in order processing, inventory management, and interdepartmental communication. On the other hand, quantitative analysis showed significant enhancements in order processing times after implementing the catering system, which also led to an increase in customer satisfaction ratings. Additionally, inventory turnover rates improved, resulting in reduced waste and lower operational costs. Customer feedback expressed high levels of satisfaction with the new system, particularly regarding order accuracy, timeliness, and overall service quality. The results of this study emphasize the significance of establishing an integrated catering system to enhance efficiency and improve customer satisfaction in catering services. By tackling vital operational challenges, Marj Laynesa’s Catering was able to elevate service quality, minimize complications, and achieve a competitive advantage in the market. The implications of these findings for other catering businesses are explored, along with suggestions for future research and practical applications.