Correlation between customer satisfaction and the waiting time
The relationship between customer waiting time and customer satisfaction is highly qualitative and inverse in nature; this means that an increase in the waiting time reduces customer satisfaction. This makes it nearly impossible to decrease the waiting time and keep customer’s expectation and perceived value ratio high, but it is manageable by making the overall experience less time-consuming.
Maister, in 1985, further explained this relationship postulating that customer satisfaction is a direct dependent of customer expectation and perception. Nearly 70% of all customers in the waiting line, be it at a restaurant, movie, or retail pharmacy, base their decision to continue using the service or product by evaluating the relationship between customer satisfaction, waiting time, and behavior. Also, those who are more anxious might even pay more just to avoid standing in line and waiting. This behavior is most prevalent in retail pharmacies where customers if not provided the expected services never revisit
Correlation between customer satisfaction and the waiting timeThe relationship between customer waiting time and customer satisfaction is highly qualitative and inverse in nature; this means that an increase in the waiting time reduces customer satisfaction. This makes it nearly impossible to decrease the waiting time and keep customer’s expectation and perceived value ratio high, but it is manageable by making the overall experience less time-consuming.Maister, in 1985, further explained this relationship postulating that customer satisfaction is a direct dependent of customer expectation and perception. Nearly 70% of all customers in the waiting line, be it at a restaurant, movie, or retail pharmacy, base their decision to continue using the service or product by evaluating the relationship between customer satisfaction, waiting time, and behavior. Also, those who are more anxious might even pay more just to avoid standing in line and waiting. This behavior is most prevalent in retail pharmacies where customers if not provided the expected services never revisit
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