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Waiting Lines and Customer Satisfaction

Sridhar, M. S. (2001) Waiting Lines and Customer Satisfaction. SRELS Journal of Information Management 38(2):pp. 99-112.

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Abstract

[English abstract]

The paper points out certain quantitative methods largely ignored by library service providers, highlights the importance of customer participation in service delivery process, examines the concepts service quality and customer satisfaction, emphasizes the need for appropriately handling waiting lines in service organisations, presents briefly the theory of waiting lines (queuing theory), psychology of customers in waiting lines with illustrations from library situations, discusses ways and means of reducing delays in waiting lines and increasing service quality and customer satisfaction and concludes by stressing the need for appropriate studies on these lines in librarianship.

Keywords:waiting lines, queuing theory, service quality, customer satisfaction
Subjects:B. Information use and sociology of information. > BZ. None of these, but in this section.
ID Code:9239
Deposited By:Sridhar, M S
Deposited On:28 March 2007
All fields:Show all fields

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