Authors : Adeyeye Jonathan Olufemi, Ogunnaike Olaleke, Amaihian Augusta, Olokundun Maxwell and Inelo Fred
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.
Adeyeye Jonathan Olufemi, Ogunnaike Olaleke, Amaihian Augusta, Olokundun Maxwell and Inelo Fred, 2017. Conceptualization of Waiting Line Environment and its Effect on Customer Satisfaction in Banking Industry. International Journal of Signal System Control and Engineering Application, 10: 84-92.