Queuing Theories on the Customer Satisfaction of Business Enterprises in Enugu State
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- March 30, 2024
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Ede, T. E.1, Ogbuke, J. C.2 & Nwobia, C. E.3
1Department of Psychology and Sociological Studies, Ebonyi State University, Abakaliki, Nigeria
2Department of Marketing, Enugu University of Management and Technology, Enugu State, Nigeria
3General and Entrepreneurial Studies, David Umahi Federal University of Health Sciences, Uburu, Nigeria
ABSTRACT
The study evaluated the Queuing theories on the customers’ satisfaction of business enterprise in Enugu state. The specific objectives were to: examine the effect of arrival process on the customer retention and evaluate the effect of services process on the accessibility of business Enterprises on Enugu state. The area of the study was Enugu state. The population of the study was two hundred and ninety three (293) employees of the selected business enterprises in Enugu metropolis in Enugu State for the study. The study used the descriptive survey design approach. The primary source of data was the administration of questionnaire. Two hundred and eighty-seven (287) employees returned their questionnaire and accurately filled. That gave 98 percent response rate. Data was presented and analysed by mean score and standard deviation using Sprint Likert Scale. The hypotheses were analysed using Z – test statistic tool. The findings indicated that Services process had positive significant effect in the customer retentions in business enterprise, Z(95, n = 287),8.146 < 10.271, P,<.05 and Arrival process had positive significant effect on the customer retention in business enterprises in Enugu state, Z(95, n = 287), 8.633 < 10.153, P,<.05. The study concluded that Services and Arrival process had positive significant effect in the customer retentions in business enterprises in Enugu state. The study recommended among others that the business enterprises should enhance better service process whether the organization produces goods or offers services, this will define the customer experience and will either lead to customer satisfaction, referrals, or repeat business, or even disappointment.
Keywords: Queuing Theories; Customer Satisfaction; Business Enterprises; Enugu State
Citation: Ede, T. E., Ogbuke, J. C. & Nwobia, C. E. (2024). Queuing Theories on the Customer Satisfaction of Business Enterprises in Enugu State. European Journal of Finance and Management Sciences 8(1), 31-44. DOI: https://doi.org/10.5281/zenodo.10899680