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Restaurant Information System (RIS) with QR Code to Improve Service

Operations of Casual Fine Dining Restaurant

Conference Paper · April 2020

DOI: 10.1109/ICIEA49774.2020.9102036

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 Restaurant Information System (RIS) with QR Code to improve service operations
of Casual Fine Dining Restaurant
Grace Lorraine Intal Jan Daryll Payas Louise Mae Fernandez Blanca Marie Domingo
School of Information School of Information School of Information School of Information
Technology, Technology, Technology, Technology,
Mapua University Mapua University Mapua University Mapua University
Muralla St., Intramuros Muralla St., Intramuros Muralla St., Intramuros Muralla St., Intramuros
Manila, Philippines Manila, Philippines Manila, Philippines Manila, Philippines
[email protected] [email protected] [email protected] [email protected]

Abstract— The rapid growth of technology makes people facilitate the ordering process using QR code, easy issuance of
look forward for innovation that makes transactions faster bill and fast processing of payment.
and easier. For the food industry, a search for techniques
that would improve their business functions for the II. LITERATURE REVIEW
customers would mean an increase in revenue and customer
The internet is widely used today and plays a vital role in the
satisfaction. The study highlights on the business process
business sector. One big advantage is that internet can be used to
improvements of casual dining restaurant in the Philippines
help companies communicate with each other or determine if the
thru the application of Restaurant information system (RIS).
customer is satisfied with their current process. Self-service
Analysis of the current business processes was conducted
technologies or systems are one of the advantages of internet.
through interviews and observations. The level of customer
According to the article entitled “Self-Service Technologies:
satisfaction was evaluated through SERVPERF
Understanding Customer Satisfaction with Technology-Based
questionnaires using five (5) dimensions: Tangibles,
Service Encounters”, it increases the way of the customers
Reliability, Responsiveness, Assurance, and Empathy. The
interaction on how to react and to create service outcomes. [3]
results show that customer satisfaction levels in ordering,
Self-service is a business strategy that can automate customers
billing and payment processes require improvements. To
need or services by providing a tool for their needs to serve
address these issues, the researchers proposed a web-based
themselves. Some examples of self-service technologies are
system with Quick Response (QR) code functionality which
bank machines, vending machines, mobile applications and
is easy to use for mobile users. A prototype was made and
websites and other application that offers customer services.
comparison of service times between current and proposed
Self-service technologies have its own potential value to the
processes was considered. (Abstract) business itself and to the customer’s satisfaction, it can deduct
Keywords- RIS, QRCode, Service time the cost, it can prolong its service hours and can cause more
functionality, it can reduce its waiting time and increase
I. INTRODUCTION security. [4] According to the restaurant La Frame Blanche
d’Asie owner named Ding Zhong Zhang, self-service
A casual-dining restaurant serves a higher quality of food that application enhances customer’s satisfaction. It allows his
offers less table service with the consistency of a casual-dining customers’ to view pictures of the food prior to ordering. The
ambiance. Since customers may become demanding, casual- application also helps the customer makes the right decision and
dining offers healthier food choices, good ambiance, and better choose the right order for them. It can also display attractive
customer service. The casual-dining falls to the “quick and full imagery to certain foods that can tempt the customer to buy that
service” that has been a trend in food service industry [1]The food. The self-ordering menu also enables the restaurant service
authors conducted the study in a casual dining restaurant that has much faster than usual. He proved that using the self-service
12 tables with 4 maximum seating capacity, 1 cashier staff, 2 application that he doesn't need to add more waiter to the floor
waiters and 1 kitchen staff. The waiters have direct interface to offer greater services.[5]
with the customers from the time they arrive until payment of One of the most common restaurant mistakes is getting or
their bills. During peak hours, waiters could not attend to the being served by the food that the customer did not order.
customers immediately in getting the orders so clients tend to According to the article entitled “Most common restaurant
wait. Mistakes in orders as well as not informing the customers complaints” it pointed out that among 1,003 people they
about unavailable menu also happen. Due to the booming surveyed about their common complaints on restaurant services.
tourism of the Philippines, more foreigners are visiting the The highest percentages was the category on “Meals are not
country and some foreigners may not be from an English- what you order” which has 62%. [6] Inaccuracy of orders often
speaking country or do not have an understandable English delays the serving process. It will also affect the integrity of
accent for a Filipino thus, may most likely cause communication sales report, which can also affect the accounting management
problem. Ordering through a restaurant app will save time, of the restaurant.
money and effort both for the customers and the restaurant. [2]. Manual ordering by restaurant guests can also be time
The study aims to develop a web based application that will consuming as the customers tend to call waiters while still
deciding on orders. Some guests tend to change their decision
last minute. In manual ordering, waiters are required to repeat all have to wait until seats become available. When seated, waiter
the guest’s orders in order to make sure that the waiter got will hand the menu and ask for their orders The customers will
everything correctly. Manual ordering can be vulnerable to then choose their orders from the menu and the waiter will give
errors due to taking down of orders by hand. Management of them to the kitchen staff and to the cashier, so that the cashier
orders will be easier with ordering through the restaurant will be able to initially process the customer’s bill. The kitchen
application since the coming in of orders in the kitchen is staff will prepare the orders that the waiter will serve. Once
automated. [7] finished, the customer will ask for the bill from the waiter, and
Ordering through a restaurant app will save time, money and the waiter will get it form the cashier. After receiving the bill, the
effort both for the customers and the restaurant. [8]. With this, a customer will then pay the bill.
Quick Response (QR) code is embedded in the system The researchers also conducted a survey to the customers
developed by the researchers. QR Code is a technology that is regarding their experiences and to identify the weaknesses of the
easy to use that even first-time users will easily learn how to use processes. The SERVPERF Model is the tool used to measure the
it. The process of scanning a QR Code to access information can perceived service performance of the restaurant as it relates to
be engaging to customers. Scanning a QR Code of the guest’s service quality. The model consists of five service dimensions
table can be an easier way to access the restaurant menu rather namely: Tangibles, Reliability, Responsiveness, Assurance, and
than typing it down through the phone’s browser. Majority of Empathy. These helped the researchers point out which part of
the smartphones today have built in QR Code scanners that can the service offered is perceived by the employees as problematic
or unsatisfactory [12]. The first dimension is Tangible. This
direct them to the website. Although, the application is not
dimension measures the physical appearance such as the facilities,
limited to only those with smartphones that has a QR Code
equipment, materials, and employees. Reliability measures the
scanner. Those who cannot access the menu can be assisted by a ability of an organization to perform and comply with what is
waiter and have the waiter order it for them. As stated in the promised accurately and without error. Responsiveness measures
International Journal of Business, Humanities and Technology, the promptness of service of employees, and willingness to serve
in the topic named “Extent of QR Code adoption by customers. Safety or Assurance is a dimension that measures the
Consumers”, QR Code is a favorable gateway used by knowledge and courtesy of employees and their ability to convey
consumers to request for certain information that can be trust to customers. The last dimension is Empathy. This
accessed with just a click of a button. On the report of their dimension measures the attention provided by the employees to
research, they have therefore concluded that consumers find QR customers, and willingness to listen and understand the need of
Code easy to use. [9] customers. [13]
Waiters take a huge part of the ordering process in manual The results show some areas for improvement in the quality of
ordering. In some cases that the restaurant waiters cannot attend their service and Responsiveness maybe considered as critical
to a large number of guests, ordering of food can be slower. factor. Table 1 shows the results of the survey covering the
Waiters tend to attend to the table they are closer to and the rest failure points of the current business processes.
will follow. This can cause disappointment to some guests and TABLE 1 Failure Points of the Restaurant’s Business Process
can affect the restaurant’s review and reputation. According to
the article “Ordering method and system for restaurants”, the Failure Issue Dimension
Points
price of labor of restaurants take up 30% of operating costs. This
means that, with a restaurant system that is technologically self- 1. Wait for Customer sometimes has Responsiveness
available seat towait before being seated
service, restaurants can lessen their labor costs with what the
Responsiveness
system can do. Guests can now place their orders straight to the Waiter is unable to
kitchen with the restaurant’s application. Their requests will also 2. Ask for Empathy
Menu respond promptly
be on queue so that waiters can attend to their tables properly.
[10] 3. Delivery of Waiter sometimes is unable
Reliability
Restaurant owners need to provide guests with something order to deliver the correct order
fresh and innovative ideas. Restaurant owners must have Waiter is unable to Responsiveness
4. Ask for
something out of ordinary that cannot be found in majority of bill respond
the restaurants in the market. Owners must have something promptly Empathy
unique to offer to the customers to make their restaurant stand 5. Wait for Processing of bill takes Responsiveness
out from the others. As stated in the European Journal of bill time
Applied Economics, in the topic named “Restaurant Waiter is unable to give
Innovativeness: A Case Study of Vojvodina”, Restaurant owners receipt and change right
should transform what to offer. It is because innovations in the 6. Receive
away Responsiveness
business segment are considered important for the wealth and receipt and
Processing of customer’s
success of a business and to help enhance it. [11]. change payment takes time
III. METHOD B. Time Study
A. Business Process Analysis and SERVPERF Model The researchers were able to get the service times of
the current processes done by the waiter to validate the issues on
In order to assess the current business processes of the
Responsiveness and so that it can be compared with the
Filipino Casual Dining Restaurant, the researchers conducted
processing times upon using the RIS.
actual observations. The process begins with the arrival of the
customers. If there are available seats, the waiter will assist the
customers to the available table. But if not the customer will
Table 2- Service Time for Waiters’ Activity (Current Process)
Summary of Average Service Time of Waiter's E. Technical Tools
Activity QR Code
A QR code or Quick Response code is a symbol type
Activity Mins. of matrix barcode or two-dimensional barcode. It was first
Assist customer to table 0.83 designed for automated transaction in Japan. QR codes are
Give Menu to Customer 0.97 initially are intended for use in production to control automotive
Get Customer's Order 4.42 parts, but years passed, it has become very popular in other
Give Customer's Order to Kitchen Staff 2.04 fields. Now, QR codes is used in other transactions and it is very
Give Customer's Order to Cashier 0.96 useful and suitable in Japan and with other countries. The QR
Give Customer's Order 6.13 code became popular outside the countries because of its quick
readability and wide storage capacity compared to other
Get Customer's Bill from Cashier 1.56
barcodes. Since it is popular and useful in Japan, most of their
Give Bill to Customer 1.04 mobile phones can be able to read QR codes and can access the
Get Customer's Payment 2.16 internet automatic by simply scanning the URL encoded in the
Give Receipt to Customer 1.63 QR code.
TOTAL AVERAGE SERVICE TIME 21.73 SQL
Structured Query Language or SQL is a tool for
C. Proposed Business Process using RIS organizing data, managing data and retrieving data that is stored
The proposed process flow when the RIS will be in a computer’s database. Since the proposed system is in need
incorporated will be as follows; of storing sales, menus and other important restaurant’s data,
Once the customer picked a table, they can start ordering for SQL is fitted for the proponents’ proposed system. SQL
their menu via scanning the QR code. Once the customer is provides data definition that will let the user define the structure
done ordering, the orders will be saved in the system where the of the stored data, another is data retrieval it allows the user to
pending orders will be redirected to the kitchen. If the customer retrieve data from the database, data manipulation for the user
doesn’t have a smartphone with QR code scanner, the waiter to add, remove or modify data. Another function that will help
will be the one ordering for the customer. When confirmed, the proposed system is the access control, the user might restrict
waiter/ customer sends the order which will be received by the other user for retrieving, adding or removing a data from the
kitchen for preparation. The kitchen screen will display the database and most important function is data integrity it will
orders. Once the kitchen is done with a table order, they can protect the data from the computer’s database. [14]
click complete and it will be sent to the waiter’s screen. The Bootstrap 4
waiter will see all the completed orders with its respective table Bootstrap was said to be “ the most popular
numbers. The customer can still order again if they already sent HTML,CSS, and JavaScript framework for developing
their existing orders to the kitchen. The customer will request responsive, mobile first project on the web.[15] Bootstrap is an
the bill from the waiter by pressing “Proceed to Checkout” then open source JavaScript meaning there is no need to pay for
the cashier will issue the receipt and will be given to the license to use the software. Bootstrap is a combination of
customer. The customer will be shown the summary and total HTML, CSS and JavaScript code designed to help build the user
orders and press checkout. Customer’s cash payment will be interface components and Bootstrap was also made to support
given to the waiter then to the cashier. The cashier will record both HTML5 and CSS3.[16]
the payment in the system and the table number will be available C#
again. Customers can use the app for payment thru card, The C# Programming Language is a modern object oriented
created by Microsoft together with the .Net platform. Nowadays
D. System Architecture C# is one of the most popular programming languages since it
Figure 1 below shows how the customers, manager, cashier, was used by millions of programmers around the world. C#
kitchen, and waiter are connected. The proposed system would Programming Language enables programmers/developers to
have its server running in a cloud (Microsoft Azure) and build a secure and durable application. It also can develop a
employees of the restaurant can access the website in their Windows client application, client service application, XML
mobile phones via internet while customers can access the Web services, databases applications and many more. One of the
website by scanning a QR code which will redirect them to the advantage of using C# programming language is that it can
website. Employees can access the system as long as they are provide an advanced code editor a convenient user interface, a
authorized. Any menu changes made by the manager will be fixed debugger and other tools that can make the developer
seen by the others. Customers account orders will not be deleted develop an application. C# programming language as an object
as long as the cashier does not clear their table orders, allowing oriented language, it can support the concepts of inheritance,
the customers to connect and disconnect. encapsulation and polymorphism.[17] The proponents will use
Microsoft visual studio software to create the visual, structure
and layout of the desktop application needed to our system.
Angular 6
Angular 6 was a version released from Google.
Angular 6 was focused on tool chain and it is easier for the users
to create different types of application. Angular 6 will be used as
one of the front end of the system. Angular is a framework that
Figure 1: System Architecture of RIS works for single page applications. The system’s design and
layout will also cover by angular 6. Also, this framework will Kitchen Module
help the system since the system’s website is responsive it can Upon sending of customer orders, the kitchen staff can be
develop across all platforms for mobile, desktop and tablets.[18] notified by the system as to the table number, order quality and
PayPal descriptions. Once the orders are completed, the kitchen staff
PayPal is used for the proposed system’s payment will notify the waiter thru the app.
gateway. PayPal allow people to make financial transfer
between computers. PayPal is one of the world’s primary Payment Module
method of online payment based on an article. PayPal’s service The customer may use the app in viewing his bill for payment.
is to allow individuals or any businesses to transfer or pay The cashier can print an Official Receipt if the customer wants a
electronically. Paypal will be used as a payment method for the copy. Below is the screenshot of the Payment Module
foods that customer ordered and will be received by the
restaurant’s bank account.[19]

IV. RESULTS AND DISCUSSIONS

A. RIS Modules and User Interface
Ordering Module
The customer will scan the QR Code (Figure 2) which is placed
on the table. Then the customer will be redirected to the
ordering site (Figure 3) and may choose the order from the
menu. The menu indicates the quantity of the customer’s order
and the customer must click the “add to cart” option to complete
the order. The app will show if the order is successfully added to
the cart. If the notification of the successful ordering does not
pop up, then the order is not added to the cart. When the
customer accesses their cart, it will show the summary of their Figure 5- Payment Module
order. When a customer is ready to submit order, he then clicks
“Submit Additional Order”. System will ask for confirmation Reports/ Dashboards Module
(Figure 4) since customer is not allowed to cancel their order The system can generate reports/ graphs that will be beneficial
once submitted. These orders will be received by kitchen staff. to the management such as Daily Sales Report, Most Saleable
item etc.

B. Time Study of the Waiter’s Activity using RIS

In the implementation of RIS with QR code, some of the
waiter’s activities will be eliminated such as giving menu to
customers, getting customer’s orders, giving customer’s orders
to kitchen, giving orders to cashier, getting bill for cashier and
giving bill to the customers, To determine if the proposed
system had a positive effect in the service delivery thru
reduction of waiter’s service times, the authors observed service
time per activity.

Table 3 – Service Time for Waiters’ Activity with RIS

Figure 2- QR Code Figure 3- Ordering Site Summary of Average Service Time of Waiter's
Activity (mins) with RIS
Activity Mins
1. Assist customer to table 0.83
2. Give Customer's Order 6.13
3. Give Receipt to Customer 1.63
TOTAL AVERAGE SERVICE TIME 8.58

Table 4 below shows the percentage difference in

service time of waiter’s activities. The reduction in
time will help to address the concerns of the customers
about serving time and promptness of waiter to
respond to customer request since the waiter will have
Figure 4- Order Confirmation more time to accommodate customers.
 Table 4- Comparison of service time (Current and Proposed) https://patentimages.storage.googleapis.com/60/8b/70/bb1afc26
Comparison of the Average service time of Waiter’s 23cce7/US9031867.pdf
activities [3] M. L. Meuter, A. L. Ostrom, R. I. Roundtree, and M. J.
Bitner, “Self-Service Technologies: Understanding Customer
CURRENT 21.73 Satisfaction with Technology-Based Service Encounters,” J.
PROPOSED 8.58 Mark., vol. 64, no. 3, pp. 50–64, 2000.
[4] J. Spacey (December 20, 2015) “What is Self Service”
% Difference 87% Simplicable Business Guide. Retrieved from
https://simplicable.com/new/self-service
C. Cost-Benefit Analysis [5]E. Lord (July 26,2017) “Self-service technology for
Cost restaurants” Lightspeed. Retrieved from
System Implementation https://www.lightspeedhq.com/blog/2017/07/next-generation-
Costs self-service-technology-every-restaurant/
[6] H.Kristin (July 14, 2014) “Most Common Restaurant
 System Development Php 40,000 Complaints Include Dirty Forks, Wrong Checks”. Retrieved
Ongoing Costs
from https://www.thrillist.com/eat/nation/most-common-
 System maintenance
[7] Ramini, P. C. (2016). Restaurant Guest Service System And
and/or upgrades Php 30,000 Method. Retrieved from
 Cloud support https://patentimages.storage.googleapis.com/db/84/dd/a12e605f
 Training for new Php 5,000 30bad6/US20160055598A1.pdf
users Php 15,000 [8] Cox, S., & Shiffler, R. (2014). Extent of QR Code Adoption
Total Costs Php 90,000 by Consumers. Internation Journal of Business, Humanities and
Benefits Technology, 4(6).
 Enhanced customer service and customer experience [9]Rodgers, D. M., & Forbes, R. (2015). Ordering method and
 Decision support for restaurant owners system for restaurants. Retrieved from
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V. CONCLUSION 13300f/US9117231.pdf
The researchers were able to develop a Restaurant Information [10]Gagić, S. (2016). Restaurant innovativeness: A case study of
System with QR Code to improve the service quality of a casual Vojvodina. The European Journal of applied economics, 13(2),
fine dining restaurant in terms of fast ordering and payment. 57-69.
Issues on Responsiveness will therefore be addressed. Errors in [11] H. C. Wu and Z. Mohi, “Assessment of Service Quality in
order taking maybe prevented. The reports that the system will the Fast-Food Restaurant,” J. Foodserv. Bus. Res., vol. 18, no.
generate will also aid the management in decision making as and 4, pp. 358–388, 2015.
plan for sales and marketing strategies. [12]Gagić, S. (2016). Restaurant innovativeness: A case study of
Vojvodina. The European Journal of applied economics, 13(2),
57-69.
VI. RECOMMENDATIONS
[13] J. Torres Fragoso and I. Luna Espinoza, “Assessment of
The researchers recommend setting an ordering system
banking service quality perception using the SERVPERF
containing delivery option to cater to increasing demand.
model,” Contaduría y Adm., vol. 62, no. 4, pp.1294-1316, 2017.
Customers prefer their food being delivered to avoid travelling
[14] J. R. Groff, P. N. Weinberg, and M. Osborne, SQL : The
and falling in long queues. There should also be a function to
Complete Reference , Second Edition
monitor inventories to avoid over/under stock. The researchers
[15] What is Bootstrap and How Do I Use It? Retrieved from
also recommend a function that can monitor the employees’
https://www.taniarascia.com/what-is-bootstrap-and-how-do-i-
payroll and tips. This function will definitely help to automate
use-it/
the manual recording of payroll every month. This can lessen
[16] What Is Windows Communication Foundation Retrieved
the errors and make sure that the recording and computation of
from https://docs.microsoft.com/en-
absences and leaves can be easily generated. On the tips, since
us/dotnet/framework/wcf/whats-wcf
the restaurant has a centralized tipping policy, this function will
[17] Introduction to the C# Language and the .NET Framework
help compute the tips based on the days and time they work to
Retrieved from https://docs.microsoft.com/en-
have a fair division of tips. Moreover, for further improvements,
us/dotnet/csharp/getting-started/introduction-to-the- csharp-
data visualization techniques to allow analysts to more easily
language-and-the-net-framework
derive insights about data and make wise decisions must be
[18]Angular: What is Angular? Retrieved from
incorporated [20]. Thus, charts/ graphs about fast selling or slow
https://angular.io/docs
moving items,
[19] E.Grabianowski , S.Crawford December 2005 “How
PayPalWorks” Retrieved from
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[1] K. Ryu and H. Han, “Relationships among hedonic and Magnetism, 3rd ed., vol. 2. Oxford: Cla
utilitarian values , satisfaction and behavioral intentions in the [20] Gomez,T.M., et. Al; Design and development of a decision
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[2]Crawford, J. E. (2015). Computer implemented method and maintenance operations, March 2019; IEOM Conference
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