Abstract

The main objective of the study is to find out how queue management affects the level of customer satisfaction in the case of Commercial Bank of Ethiopia. The study tried to discover the impact of queue management in the Bank on the behavior of consumers the article is carried out in the following logical sequence: the nature and impact of queue management on customer satisfaction, evaluation of queue management mechanisms used, the key problems that face commercial Bank of Ethiopia in the implementation and administering of queue management. The methodological tools of the work include: the method of questioning (to collect primary information from both the client base and operational managers), descriptive statistics and STATA (for data analysis based on analytical statistical tools – frequency distribution tables, cross-tabulation), regression model (to determine the influence of independent variables on the dependent value). Independent factors are presented by the author in the form of waiting environment, perception of waiting time, the information provided to the client from the commercial Bank and queue discipline, dependent indicator – the level of customer satisfaction. As a result of the study, the author concludes that the majority of clients of the commercial Bank of Ethiopia are not satisfied with the current mechanisms of the queue management. The paper states that the key factor influencing customer satisfaction is the waiting time. The study empirically confirms that the Bank’s customers are not satisfied with the information that comes into the waiting room, and the conditions of waiting in banks. The author states the following reasons for dissatisfaction with the mechanisms of queue management on the part of customers: the use of a physical bank, manual queue measurement systems, poor-quality Internet banking, and mobile banking. The paper substantiates recommendations for Ethiopian commercial banks to increase their additional investment in queue management mechanisms, which will contribute to increasing customer satisfaction through the introduction of warning and alarm systems, the use of interactive communication, and advertising on television screens.

Keywords: Commercial Bank, Customer satisfaction, Queue management mechanisms.

JEL Classification: H12, D12.

Cite as: Desta, Al. Z., Belete, T. H. (2019). The Influence of Waiting Lines Management on Customer Satisfaction in Commercial Bank of Ethiopia. Financial Markets, Institutions and Risks, 3(3), 5-12. http://doi.org/10.21272/fmir.3(3).5-12.2019.

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