Wait management is very important subject in service sectors because people are moving towards services due to globalization and now it has become common phenomena. Dining at restaurants has become a trend in today’s world due to increasing demand of family’s as well as time constraints. In developed countries, there is much focus on service sectors and it is producing half revenues ($1.258 trillion) of countries like USA, UK, and Japan. However, in developing countries, a service sector has not yet generated much revenue because it seems difficult for developing countries to handle it due to different demands and niche of customers. In current study, 400 questionnaires were distributed to respondents and 300 were received back. Data was analyzed using SPSS version 17 and results revealed that if good environment is provided at waiting area of restaurant lobbies, then waiting customer behavior can be managed and consequently customer satisfaction. Our results also revealed that physical environment has a positive relationship with customer satisfaction and when this relationship is checked through mediating variable (customer behavior during wait), it also shows positive relationship. On the contrary, social environment has a negative relationship with customer satisfaction and when this relationship is checked through mediating variable (customer behavior during wait), it also shows negative relationship.
| Published in | Journal of Investment and Management (Volume 7, Issue 4) |
| DOI | 10.11648/j.jim.20180704.11 |
| Page(s) | 108-116 |
| Creative Commons |
This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited. |
| Copyright |
Copyright © The Author(s), 2024. Published by Science Publishing Group |
Physical Environment, Social Environment, Waits Management, Customer Behavior, Customer Satisfaction
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APA Style
Maqsood Ahmad, Hina Naseer. (2018). Delays in Services and Customer Service Evaluation: A Study of Family Dining Restaurants of Pakistan. Journal of Investment and Management, 7(4), 108-116. https://doi.org/10.11648/j.jim.20180704.11
ACS Style
Maqsood Ahmad; Hina Naseer. Delays in Services and Customer Service Evaluation: A Study of Family Dining Restaurants of Pakistan. J. Invest. Manag. 2018, 7(4), 108-116. doi: 10.11648/j.jim.20180704.11
AMA Style
Maqsood Ahmad, Hina Naseer. Delays in Services and Customer Service Evaluation: A Study of Family Dining Restaurants of Pakistan. J Invest Manag. 2018;7(4):108-116. doi: 10.11648/j.jim.20180704.11
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Download@article{10.11648/j.jim.20180704.11,
author = {Maqsood Ahmad and Hina Naseer},
title = {Delays in Services and Customer Service Evaluation: A Study of Family Dining Restaurants of Pakistan},
journal = {Journal of Investment and Management},
volume = {7},
number = {4},
pages = {108-116},
doi = {10.11648/j.jim.20180704.11},
url = {https://doi.org/10.11648/j.jim.20180704.11},
eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.jim.20180704.11},
abstract = {Wait management is very important subject in service sectors because people are moving towards services due to globalization and now it has become common phenomena. Dining at restaurants has become a trend in today’s world due to increasing demand of family’s as well as time constraints. In developed countries, there is much focus on service sectors and it is producing half revenues ($1.258 trillion) of countries like USA, UK, and Japan. However, in developing countries, a service sector has not yet generated much revenue because it seems difficult for developing countries to handle it due to different demands and niche of customers. In current study, 400 questionnaires were distributed to respondents and 300 were received back. Data was analyzed using SPSS version 17 and results revealed that if good environment is provided at waiting area of restaurant lobbies, then waiting customer behavior can be managed and consequently customer satisfaction. Our results also revealed that physical environment has a positive relationship with customer satisfaction and when this relationship is checked through mediating variable (customer behavior during wait), it also shows positive relationship. On the contrary, social environment has a negative relationship with customer satisfaction and when this relationship is checked through mediating variable (customer behavior during wait), it also shows negative relationship.},
year = {2018}
}
TY - JOUR T1 - Delays in Services and Customer Service Evaluation: A Study of Family Dining Restaurants of Pakistan AU - Maqsood Ahmad AU - Hina Naseer Y1 - 2018/08/17 PY - 2018 N1 - https://doi.org/10.11648/j.jim.20180704.11 DO - 10.11648/j.jim.20180704.11 T2 - Journal of Investment and Management JF - Journal of Investment and Management JO - Journal of Investment and Management SP - 108 EP - 116 PB - Science Publishing Group SN - 2328-7721 UR - https://doi.org/10.11648/j.jim.20180704.11 AB - Wait management is very important subject in service sectors because people are moving towards services due to globalization and now it has become common phenomena. Dining at restaurants has become a trend in today’s world due to increasing demand of family’s as well as time constraints. In developed countries, there is much focus on service sectors and it is producing half revenues ($1.258 trillion) of countries like USA, UK, and Japan. However, in developing countries, a service sector has not yet generated much revenue because it seems difficult for developing countries to handle it due to different demands and niche of customers. In current study, 400 questionnaires were distributed to respondents and 300 were received back. Data was analyzed using SPSS version 17 and results revealed that if good environment is provided at waiting area of restaurant lobbies, then waiting customer behavior can be managed and consequently customer satisfaction. Our results also revealed that physical environment has a positive relationship with customer satisfaction and when this relationship is checked through mediating variable (customer behavior during wait), it also shows positive relationship. On the contrary, social environment has a negative relationship with customer satisfaction and when this relationship is checked through mediating variable (customer behavior during wait), it also shows negative relationship. VL - 7 IS - 4 ER -
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