The Impact of Prolonged Waiting Time of Food Service on Customers' Satisfaction

Abdelmawgoud, Mohamed T. A.; Dawood, Abdelbary A. A.; Moussa, Mohamed H. B.

doi:10.21608/mjthr.2016.262117

The Impact of Prolonged Waiting Time of Food Service on Customers' Satisfaction

Document Type : Original Article

Authors

¹ Lecturer at the Department of Hotel Management, Faculty of Tourism and Hotels, Minia University

² Professor at the Department of Hotel Management, Faculty of Tourism and Hotels, Minia University

³ Professor at the Department of Hospitality Management, Faculty of Tourism and Hotels, Helwan University

10.21608/mjthr.2016.262117

Abstract

The purpose of this study is to investigate the impact of waiting time on
customers' satisfaction in order to define the factors of critical waiting
time to achieve customers' satisfaction. The study's objectives are the
definition of the causes of the prolonged waiting time, the correlation of
the service waiting-time to customers' satisfaction, the definition of the
critical waiting time, the assessment of the optimal operation time
standards for sequence of service and the assessment of the effective
waiting-time management techniques.

Keywords