排隊等候是餐飲業常見的情況，業者常會提供預約服務以改善此一現象。對業者而言，預約可以預估需求，而對顧客而言，預約也可以節省不必要的等候時間。然而預約政策本身是不對等的，因為，顧客不必為其預約後失約的行為負責，若真失約，其行為卻會影響銷售量，造成業者的損失。另外，在餐飲業中，翻桌率是業者衡量績效的重要指標，因為提高翻桌率就能增加收益。因此，本研究從業者和顧客兩種不同的角度，探討預約政策在需求高低，也就是平日與假日的情況下是否採行，並藉由電腦系統模擬eM-Plant 7.0建構研究對象的營運實況，再以SPSS 12.0之二因子變異數分析(2-way ANOVA)探討預約政策對顧客等候時間及翻桌率的交互影響。最後，針對模擬的結果，提出探討、分析、及建議，以供日後預約政策研究及業界施行此一政策之參考。而研究結果顯示，根據研究對象的情況，在不管需求高低(假平日)時若使用「不提供預約」則顧客平均等候時間均為最短，分別為25.74秒以及50.84秒，而在翻桌率部分，需求高(假日)時以實況的翻桌率2.01為最高，需求低(平日)則是不提供預約的翻桌率1.64為最高。 Queues or waiting lines are common situation in the food and beverage industry. Restaurants usually provide reservation service to improve this phenomenon. The reservation may estimate the demand if the reservation service is provided and the reservation service may also save the nonessential waiting time for the customer. However, the reservation policy is not equal for the both sides because the customer does not take the responsibility for the behavior of reservation. If the customer fails to keep an appointment, it will affect the sales volume and make the restaurant’s losses. Moreover, Table Turnover Rate is an important performance index in the food and beverage industry, because the enhancement of the table turnover rate is able to increase the income. Therefore, this research studies the effect of reservation policy and demands at weekdays and weekends on customer waiting time and table turn over rate. This research uses the computer simulation software eM-Plant 7.0 to construct a service flow model, and also uses SPSS12.0 to investigate the interaction between demand and reservation policy. The results show that: based on the policy “no reservation”, the customer waiting time is shortest on both weekends (25.74) and weekdays (50.84). However, in terms of table turnover rate, the real situation is the highest rate (2.01) on weekends, and “no reservation” has the highest rate (1.64) on weekdays.
