Published Online:May 2026
Product Name:The IUP Journal of Operations Management
Product Type:Article
Product Code:IJOM010526
DOI:10.71329/IUPJOM/2026.25.2.5-27
Author Name:Karthik Kumaran A P and Well Haorei
Availability:YES
Subject/Domain:Management
Download Format:PDF
Pages:5-27
The study explores the connection between service speed innovation and customer satisfaction in a rural self-service restaurant in Sembatti, Dindigul District, Tamil Nadu, India. It is an academic entrepreneur-led business that opened in 2019 with a multi-outlet business model and a central production plant in Sithayankottai. It has yield-based standardization, a two-week inventory buffer, stock sheet control, spatial demarcation of the billing and service areas, and a lean pay-first consumption system. The outlet has an average of 1,000 customers every day, and the billing process takes about half a minute and the entire service process takes about two minutes. A structured questionnaire with perceived service speed innovation and customer satisfaction measured the primary data collected from 118 customers. The descriptive statistical analysis indicates a moderate to high perception of service speed innovation and high level of customer satisfaction. The results indicate that the structured service architecture and operational discipline have a positive relationship with the increased levels of satisfaction in the rural quick-service setting.
The issue of service innovation has become one of the focal points of recent management studies, especially in the retailing, hospitality, and quick-service food business sectors.