A PRAGMATIC STUDY ON WAITING LINE STRATEGIES OF AN INDIAN PRIVATE SECTOR BANK
A PRAGMATIC STUDY ON WAITING LINE STRATEGIES OF AN INDIAN PRIVATE SECTOR BANK

Summary/Abstract: In today’s fast-paced society, waiting is not something most people tolerate well. As people work for longer hours, individuals have less leisure and families have fewer hours together, the pressure on people’s time is greater than ever. In this environment, customers are looking for efficient, quick service with no wait. Organizations that make customers wait take the chance that they will lose business or at the very least that customers will be dissatisfied. Waiting lines, namely, queues occur whenever the number of arrivals at the facility exceeds the capacity of the system to process them. Queues are the symptom of unresolved capacity management problems. Customers can be more or less satisfied depending on how the wait is handled by the organization. The actual length of wait will affect how customers feel about their service experience. The type of wait namely, the standard queue versus a wait due to delay of service can also influence how customers will react. The study was made by collecting data from the customers of ICICI Bank Ltd., Tirchirappalli District and it resulted in a very small degree of dissatisfaction among the customers.

• Details
• Contents