TY  - JOUR
T1  - Conceptualization of Waiting Line Environment and its Effect on Customer Satisfaction in
Banking Industry
AU - Jonathan Olufemi, Adeyeye AU - Olaleke, Ogunnaike AU - Augusta, Amaihian AU - Maxwell, Olokundun AU - Fred, Inelo 
JO  - International Journal of System Signal Control and Engineering Application
VL  - 10
IS  - 2
SP  - 84
EP  - 92
PY  - 2017
DA  - 2001/08/19
SN  - 1997-5422
DO  - ijssceapp.2017.84.92
UR  - https://makhillpublications.co/view-article.php?doi=ijssceapp.2017.84.92
KW  - Environment
KW  -behaviour
KW  -industry
KW  -customer satisfaction
KW  -research
AB  - 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.
ER  -