Introduction
In an ideal situation, customers would not have to wait for the delivery of products and services. However, in the real world, organizations cannot always match exact capability and demand; therefore, waiting is frequently inevitable while purchasing, especially in service marketing, as service firms can barely inventory their “stock” for sale at a later date (Lovelock, 1992, p.154). In general, waiting in lines – known as “queuing”, happens when the number of customers arrive at a facility exceeds the capability of the system to serve them (Lovelock & Wirtz, 2011, p.260). Basically, this essay will state the relationship between queuing and customer satisfaction, as well as relationship between customer satisfaction and
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When the consumer is waiting alone and have nothing to do, especially in an unfamiliar facility, the feeling of boring, uncertain about waiting time, stress and anxiety will be increasingly enlarged with time passing. Queuing also seems more burdensome if people feel physically uncomfortable. Moreover, because of a fear of “been forgotten”, the senses of “get started” of customers are fervent. It is claimed that the anxiety level is much higher while waiting to be served than it is while being served, even though the latter queuing will be longer (Lovelock & Wirtz, 2011, p.267; Maister, 1985).
Unpleasant waiting experience might accompany with customers go through the whole service process, which could lower the overall evaluation of service quality easily. Not only the queuing experience, a number of studies also investigated that queuing time in a service organization significantly influences consumer satisfaction. In general, increasing in waiting time is associated with decreasing in customer satisfaction (Katz, M.Larson & C.Larson, 1991). The graph (Dube, Renaghan & Miller, 1994) below shows the effect of waiting time on customer satisfaction in restaurant industry, and suggests that most consumers do not satisfied if the waiting time is longer than 8 minutes. In addition, another study (Jones & Dent, 1994) examined that 70% of respondents considered waiting time as a major
Competitive advantage - Nundies is an innovative product which provides an alternative to visible panty lines; no other company produces the same type of product
Shuzworld aims to keep customer satisfaction at its highest. A customer approach that focuses on making the customer happy is of upmost importance. One way to achieve this is to ensure that customer wait time is kept to a minimum. Specific questions have been posed for concern; how many customers will be in the system; how many customers on average will be in line; and what the probability is of one being in line or being served? The company is looking at staffing each
The Marketing process is made up of simple concepts that involve lots of research on the part of the marketer. The process begins with understanding the consumer, without knowing what consumers need or want, it would be extremely hard for firms to both develop and sell a product. Knowing that consumers want more green products due to growing environmental concerns is a very important detail. Needs and wants are what fuel consumer purchases and marketers must perform research in order to best serve their customers. Through this research, marketers are led to the next step of the process and can now develop a customer driven marketing strategy. Here, the firm must decide how it will differentiate its product from others on the market.
For instance, over a period of time the inter-arrival rates had a consistent trend overall but the service times for each customer did not follow the same consistency. The data collected showed transactions involving returns occupied more time, usually in the range of 1.5 to 2 minutes and sometimes more. Transactions that were less than 1.5 to 2 minutes were purchases-only. The environment of the checkout area was taken into consideration. The setup of products in the designated waiting area is a positive way to distract customers from actual waiting time. This arrangement also maximizes store profits as patrons are tempted to make impulse purchases. This was the immediate inherent explanation as to why only one check-out/returns line is used. Although there is a designated waiting area, if service times are slower than the arrival rate, the queue extends past the designated waiting line and blocks merchandise intended to be viewed by customers not in the queue. Blocking off merchandise and the visual image of a line extending past the designated area negatively impact the experience of a customer and the decision to wait in line. The loss of a customer is associated with a cost to Winners. Therefore, for every customer that leaves the system before they have been serviced represents a cost to store management in addition to operating and waiting costs. For this report, only the
Discuss what is meant by the term “customer orientation”. Illustrate with examples how companies demonstrate their customer orientation by reference to at least two elements of the marketing mix.
Top managers develop long-range plans, called strategic plans that define the company's overall mission and goals. Strategic planning focuses more on issues that affect the company's future survival and growth. To develop strategic plan, top managers also need information from outside the company, such as economic forecasts, technology trends, competitive threats, governmental issues and shareholder concerns.
Customers are complaining about the waiting time is too long. This could a threat to the cafeteria because if they could not successfully decrease the waiting time, customers would switch to other alternatives. Another critical consideration to this
This has led to longer wait periods since employees are expected to be performing other tasks. Customers also get impatient from waiting for a long period of time and often leave before getting any assistance. As a result of this, the company has suffered great loss in sales and customers have moved to major
The service levels are depending on the rules, mandatory, past or previous data in order for the management to figure out the necessity of the staffs. It is a difficult task for service status to retain and preserve, as well as increase satisfactions of customers by 10 per cent thatneeds to increase 20 per cent of workers. After gone through the study of the customer’s sensitivity to the response on calls, Zie Retails detected that the customers feel more happy when their calls being answered in certain seconds time and felt unhappy when their calls being hold for a longer time. As a result, Zie Retails contemplate to improve customer service by reduce the customer waiting time to make decrease their dissatisfaction level. However, the result is not positive and shown that extra staff is the main point to improve satisfaction of customers regardless of the waiting time. Zie Retails aware that new technology needed to be bringing in for example, upgraded structure, network and merchandize, as all of these are essentials to boost the satisfactions level of the
This links to the product or services that the organization provides. If the product is worth to purchase and has the potential to reach the expectation of customer, customer may satisfy although its take long queue. Keep people occupied and be serving is one of the principles of waiting lines. Organization need to concern on each customer without neglect one of them. Moreover, organization ought to understand that filled time is passes faster than unfilled time. For example, GSC cinema staff will distribute cookies for customer who participates in queue to fill up the waiting
In this essay, two companies will be identified and described on how they utilize a queuing system. Only two of the four most basic waiting line structures will be discussed: single-server and multiple-server waiting lines. Since waiting is an integral part of many service related operations, it is an important area of analysis. Each queue system has its advantages and disadvantages, but with no doubt each company’s goal is to cut down on the waiting time and that customer returns. In particular, we examine their implementation of both processes and try to find solutions to improve the waiting line process.
With the advent of technology, consumers expect quick service and immediate gratification from retailers. As they become more empowered and time constraints increase, loyalty to a particular outlet is incumbent on the speed of service. To meet these consumer needs, hypermarkets use technology for queue management by monitoring arrivals and forecasting the time consumers will spend in the store, staffing their billing counters accordingly. At busy times, many transfer staff engaged in other activities to till points. But such solutions necessitate extra staff. Following are outlined some existing practices to improve queue time and queue length.
Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these
Despite various researches investigating different aspects of waiting, there is a lack of an integrated theoretical framework that comprehensively describes how and why customers respond to waiting. This is partially due to the fact that prior studies have been exclusively focused on specific study contexts and purposes, for example, a study in restaurant waiting could hardly cover discussions about attribution; and partially due to existing conflict among applicable theories, for example, conflicts between assimilation-contrast theory and stress management theory; and partially due to a lack of universal definition for certain concepts, for example, different measurements of negative emotions.
As the malls have increased so has increased the no. of people visiting the particular mall. Today people have to wait in queue for the billing of their purchased products. This