International Journal of System Signal Control and Engineering Application
ISSN: OnlineISSN: Print 1997-5422
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Conceptualization of Waiting Line Environment and its Effect on Customer Satisfaction in Banking Industry
Adeyeye Jonathan Olufemi, Ogunnaike Olaleke, Amaihian Augusta, Olokundun Maxwell and Inelo Fred
Page: 84-92 | Received 21 Sep 2022, Published online: 21 Sep 2022
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Abstract
This study assesses waiting line environment and its effect on customer satisfaction in banking industry. Poorly designed service environment has been discovered to be one of the challenges facing the Nigeria banking industry. Waiting line (service) environment was divided into three major sections; ambience condition, spartiality/functionality and signs, symbols and artifacts. Customer satisfaction in this context was measured by customer avoidance behaviour such as reneging, jockeying, balking and also customer approach behaviour jockeying. Literatures were reviewed and based on previous scholarly arguments, propositions were developed. Archival method was considered appropriate for the research. Study employed conclusive research design. The two variants of conclusive research design; that is descriptive and casual research design were considered appropriate for this research. The study concludes that waiting line environment affects customer satisfaction. It was therefore recommended that waiting line environment should be employed by managers as a strategic tool for achieving customer satisfaction.
How to cite this article:
Adeyeye Jonathan Olufemi, Ogunnaike Olaleke, Amaihian Augusta, Olokundun Maxwell and Inelo Fred. Conceptualization of Waiting Line Environment and its Effect on Customer Satisfaction in
Banking Industry.
DOI: https://doi.org/10.36478/ijssceapp.2017.84.92
URL: https://www.makhillpublications.co/view-article/1997-5422/ijssceapp.2017.84.92