Main Article Content
The study is carried out to examine the impact of service quality and waiting time on the customer satisfaction. Meanwhile, the study has examined the mediating role of waiting time in the relationship between the service quality and customer satisfaction. The current study has presented important indications about positive and direct linkage among customer satisfaction and service quality. Even up till now an agreement is still required on the impact of service quality on the customer satisfaction and in the same way the impact of customer satisfaction on the service quality. The total useable questionnaires were 340 having response rate 68%. Then we have employed the Partial Least Structural Equation Modelling (PLS-SEM). Similarly, the service quality showed that the lesser waiting time allowed the enhanced experience of customer satisfaction through the services delivery. At the same time the potential to guess the intermediate role of waiting time in describing that why and how customer satisfaction was affected by the service quality these flaws and suggestion still needed some empirical research for its authentication. Although, if the case is different that consumer is concerned affective then the consumer identifies that due to the satisfaction among consumer would lead to service quality. The researchers would recommend that service quality concerned with the customer satisfaction in case of general service estimation but on the other hand if the evaluation is extremely negative for the service then the reverse order is found. The recent research shows through its results that waiting time acts as a mediator in the linkage among customer satisfaction and service quality. The results showed that satisfaction level of customer with the complete service quality has a link with the waiting time. Customers would be satisfied with the reduced service when the time for wait is very less.
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