Effect Of Electronic Queue Management System On Customer Satisfaction. In Commercial Banks In Kenya

      Аннотация: Queue management within the commercial banks has been a challenge for a long time. This is mainly due to few number of banking halls and the limited capacity of the front office staff to serve the customers. Banks in Kenya are increasingly rolling out the Electronic Queue Management System (EQMS) to assist with an orderly queuing process. This paper explores the effect of capacity management, waiting time experience and automation of queuing process on customer satisfaction in commercial banks in Kenya.

Ключевые слова: Customer satisfaction, capacity management, waiting time experience, automated queuing process