Contribution of Queue Management System on customers satisfaction in the case of Commercial Bank of Ethiopia Branches in Addis Ababa

Abstract

The main purpose of this paper is to identify the contribution of Queue Management System in customer satisfaction at Commercial Bank of Ethiopia Branches in Addis Ababa. Data was collected based on random sampling method from 10 Branches which applies Queue Management System and 65 x 10 = 650 questioners distributed for each Branch. The Data was then analyzed by using the latest version of statistical package for the social sciences (SPSS) software. The questioner administration yielded 80.31% response rates. The result shows that using Queue Management System by itself did not have big impact on customer satisfaction rather the bank should increase its product lines. In addition mathematical model is taken to measure customer waiting in the Bank by taking daily transaction data from Selassie Branch and it shows the customers wait more than 11 and half minutes in the branch whole to be served. Successful service delivery strategies can restore customer satisfaction and can be able also to influence other important aspects of the organization’s outcomes including loyalty, positive and negative word of mouth behavior, and profitability. Poorly executed service delivery tends to aggravate customer dissatisfaction may result in customer total loss. One factor that affects customer’s satisfaction is that their expectation and the amount of time that it took them to get the services. Every company would be wise to measure customer satisfaction regularly because one key to customer retention is customer satisfaction. Understanding what customers expect from an organization is necessary for managers, because expectations provide a standard of comparison against actual organization‘s performance. And, to minimize the Queue length the Bank should increase number of servers to address the large number of customers and in some branches the Branch whole is too small for expansion and the Bank should change its branches.