Impact of Queue on Customers: An Analysis of Some Retail Shops in Bangladesh

Abstract

Companies differentiate offerings with competitive advantage like product development but currently customer satisfaction is becoming a vital issue. Service organizations with inefficient waiting line management reduce competency. The objective of this study was to survey different retail shops Bangladesh to observe waiting line management, factors for waiting & to propose approaches to mitigate waiting lines. The research progressed through conversation with 124 customers and depth interviews of professionals with an effective questionnaire. Analyses of those empirical and numerical data were done in different aspects applying SERVQUAL method andthe information is presented as well. To deal with waiting line problems, selection of procedure or priority rule is important according to the type of service and long term perspective should be taken to gat rid of queue.