Assessment of Waiting Line System in Improving Customer Satisfaction: The case of Addis Ababa City Administration Drivers and Vehicles Licensing and Control Authority.
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Date
2020-06
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Addis Ababa University
Abstract
This study gives the reader a deeper insight into the impacts of waiting line systems application
in relationship to improving the customer satisfaction and the general performance of the public
services organization. The objective of the study was to assess such things as customer arrival
and waiting time management system application as a factor for enhanced customer satisfaction.
The methodologies used for data collection were site observation, in which structured
observation check lists were used, a pre-tested/ adopted questionnaire and scheduled interview
questions. For the site observation an entire customers randomly visiting the centers within the
sampled time intervals have been accounted taking systematically every 3rd customer for data
collection. A sample of 370 customers was taken for the data collection. The queue variables
used under the study were perceived waiting time, actual service time, services quality, rate of
customers’ compliance and the queue discipline before and after the application of WLS.
Scheduled Interview questions were presented to three branches managers of Addis Ababa
Drivers and Vehicles Licensing and Control Authority to assess impact of the queue management
system has had on to improve customers satisfaction reducing the actual situation of customer
waiting lines at, the compliance rate of clients after and before the application of the system, and
the planed actions. For the analysis of the data, observational interpretation data collected using
various software's like SPSS. Single queue-multiple server model of queue analysis was used,
while frequency tables, graphs and correlation analysis were used for analyzing the data
collected through questionnaire. Imagining about the many times someone had to wait in line in
the last month or year and the time and the frustration that was associated with those waits has
become a central concern to this study in line with its impact on the customers satisfaction. The
study stipulated that application of the Queue Management System is one of the remedial
solutions to enhance the overall organizational performance and above all boost customers’
satisfaction in public services organizations. To keep their organizational reputation, Public
sectors as well as the Private business organizations have to increase their customers’
satisfaction by delivering instant and timely services. In services, waiting has great impact on
service level and customer satisfaction. Consequently, in time-based competition, one of the
main objectives of service companies is to minimize customer waiting and thus the ultimate
management objective should be the maximization of customer satisfaction implementing time
efficient technologies such as Waiting Line Management systems. Therefore, the managers can
use the results in process mapping and improvement areas to improve their customers’
satisfaction by limiting waiting time, reducing customers’ compliance and enhancing services
quality. As service capacity increases, there is a reduction in the number of customers in the line
and in their waiting times, which decreases queuing cost and compliance.
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Keywords
Vehicle Licensing and control Authority, Waiting lines, Application,, Queue, Customer Satisfaction