Quantifying the Effects of Queuing on Customer Satisfaction in Commercial Banks
Achamoh Victalice Ngimanang *
Department of Economic Science in the Higher Technical Teacher Training College (HTTTC) -The University of Bamenda, Cameroon.
*Author to whom correspondence should be addressed.
Abstract
This study examines the effects of queuing on customer satisfaction in commercial banks in Cameroon by employing a quantitative approach with data collected from 25 customers of various commercial banks. Observation shows that many customers are still compelled to go to banks and queue for financial services instead of using online banking systems. Using descriptive statistics, correlation analysis, and linear regression, the study reveals that waiting time has a significant positive effect on customer satisfaction, with a coefficient of 0.502 indicating that customers instead feel happier when they spend longer time on lines to collect their salaries. In contrast, queue management has a significant negative coefficient of -0.589 at a significance level of less than 0.01, indicating that effective queue management is crucial for improving customer satisfaction. The study recommends that policymakers and bank managers prioritize effective queue management strategies to enhance customer satisfaction and loyalty. The findings of this study provide valuable insights for commercial banks in Cameroon seeking to improve their service delivery and customer experience.
Keywords: Service quality, waiting time, customer experience, banking operations