Determinants of Queue Management System: A Study of NBP Customers in Lahore

Abstract

Abstract

In today’s highly competitive business environment, customer has become the foundation of any business success. All service industries particularly banks, pay special attention to provide best possible services to its customers. National Bank of Pakistan, being the largest public sector bank of Pakistan, constantly strive to improve its services for customers and to minimize their issues. One of the prominent issue NBP customers mostly complaint about, is of long waiting queues in order to obtain a specific service. To solve the queuing problem in NBP, a survey questionnaire was developed in which 02 items were adopted and 30 items developed and validated by Alumni of Harvard University, Professors from various universities of Turkey, Germany and Pakistan as well as 07 Vice President and above ranked senior executives of NBP. Out of total 3,192,500 customers of NBP, customers belonging from Lahore city only which are 584,465 has been selected as a sampling frame. NBP has total 84 branches in Lahore out of which every third branch is selected totaling to 28 branches after sorting them alphabetically. Total 336 questionnaire forms were distributed amount 28 branches. Total response rate is 95%. Using rotated component matrix in the Exploratory Factor Analysis (EFA), this has been found in this study that “Customer’s Waiting Experience” & “Communication through Cell Phones” are the two most significant determinants of queue management system perceived by the customers of National Bank of Pakistan in Lahore city. In light of the determinants found in this research, NBP needs to update their existing old paper/ token based queue management system. The existing traditional queuing management system is not only causing frustration, dissatisfaction among NBP customers but it is also one of the major source of loss of customers. This research was conducted in Lahore city only. It can be conducted all over Pakistan specially its rural areas to test what is the adaptability of this system there and what is the level of willingness present there among the customers.