Effects of waiting line management on customer satisfaction: A Study of selected banks in Ogoja, Nigeria

The objective of this study was to investigate the effects of waiting line management on customer satisfaction, using specific selected banks in Ogoja, Nigeria. The study aimed to assess how expected waiting time and the waiting environment influence customer satisfaction in these banks. A cross-sectional survey design was employed for this research. The target population included 44 management staff from the selected banks and all customers who visited during the hours of 8:30 a.m. to 4:00 p.m. over a month chosen by the researchers. A purposive and stratified sampling technique was utilized, with the Topman formula applied to determine the sample size. Data were collected using a well-structured questionnaire. Analysis of the data was conducted using multiple linear regression with SPSS 27.0. The regression results indicated a significant positive correlation between expected waiting time and customer satisfaction (β = 0.469, p < 0.001, t = 3.012). Additionally, the analysis showed a significant effect of the waiting environment on customer satisfaction (β = 0.450, p = 0.003, t = 3.040). Based on these findings, the study recommended that the selected commercial banks invest in providing accurate information to customers, which could help reduce their expected waiting times.