Delays in Services and Customer Service Evaluation: A Study of Family Dining Restaurants of Pakistan

Abstract

Wait management is very important subject in service sectors because people are moving towards services due to globalization and now it has become common phenomena. Dining at restaurants has become a trend in today’s world due to increasing demand of family’s as well as time constraints. In developed countries, there is much focus on service sectors and it is producing half revenues ($1.258 trillion) of countries like USA, UK, and Japan. However, in developing countries, a service sector has not yet generated much revenue because it seems difficult for developing countries to handle it due to different demands and niche of customers. In current study, 400 questionnaires were distributed to respondents and 300 were received back. Data was analyzed using SPSS version 17 and results revealed that if good environment is provided at waiting area of restaurant lobbies, then waiting customer behavior can be managed and consequently customer satisfaction. Our results also revealed that physical environment has a positive relationship with customer satisfaction and when this relationship is checked through mediating variable (customer behavior during wait), it also shows positive relationship. On the contrary, social environment has a negative relationship with customer satisfaction and when this relationship is checked through mediating variable (customer behavior during wait), it also shows negative relationship.