Queue Management - a Customized Experience - Example

The paper "Queue Management - a Customized Experience" is an outstanding example of a management capstone project. Businesses are not able to attain full potential as a result of long queues that discourage customers. This results in businesses operating with minimum efficiency and less competitiveness ending in further loss of profit and man time of the human resource. This is seen in the long-winding queues formed in the companies and the eventual dwindling of business for such firms which ultimately end up closing.

This study establishes the effects of psychological and behavioral dimensions of long queues on both customers and on the business in the view of recommending a customized design that improves the experience of waiting in lines. The research adopted. A Sampling frame consisted of all-female businesswomen who have been in operation for more than five years. Data was collected in three stages, by use of a questionnaire, observational field surveys and interviews.

The study established customers felt frustrated when subjected to long queues, that this led to a sense of dissatisfaction and therefore customers would either renege or jockey the queue and this meant losing business and long term profit for businesses. This research recommends that lines should be made more memorable by the provision of activities to make the wait shorter, explanation of longer waits and informing the customers of their waiting status. The firms need to pay attention to satisfying their customers if they are to retain them through designed queuing systems that provide customized experiences.

Keywords: customer satisfaction, queues, queue management systems, psychological

CHAPTER ONE

INTRODUCTION

Queue management is defined

History has recorded waiting for queues that have always existed for different reasons. Companies and institutions that mainly deal with customer service or goods have always had to grapple with dealing with queues that are long making their customers dissatisfied with the service of the company.