Fast food restaurants have long been associated with swift service and short wait times. However, recently in Singapore, a student had to wait for around ninety minutes for her McDonald‘s meal, sparking debate online as to why the fast food industry appears to be slowing down despite the growing use of self-service technologies.
The traditional fast food model of operation prioritised efficiency and speed, with multiple counter services and simple, limited menus. This allowed busy consumers to eat and leave within thirty minutes. With the advent of technology, self-ordering digital kiosks and cashless payments aimed to streamline operations even further, freeing up staff to focus on food preparation and order collection.
However, the COVID-19 pandemic and ensuing movement restrictions resulted in increased demand for online orders, deliveries, and…
